Pan Pacific London Case Study - Premium In Room Dining for London’s Hotel of the Year 2023.

Winner of the Forbes-Five Star 2023 and AA Awards Hotel of the Year 2023, Pan Pacific Hotel London fuses together meaningful design, boundary-pushing wellbeing, and a myriad of dining and drinking destinations, all close to Liverpool Street Station in London's premium Square Mile.

Boasting hundreds of hotel rooms and serviced residential apartments, as well as 6 individual dining environments, Pan Pacific London came to us looking for a premium order & pay solution to provide room service to their guests, as well as table ordering in the future, through a digital menu that perfectly reflects their carefully designed brand and blends seamlessly into their high-end guest experience.

We love a challenge here at EMenu, and our team relished the opportunity to add such an exclusive brand to our portfolio of clients. Working closely with the Pan Pacific marketing department, we made full use of our menu customisation capabilities to match their colour scheme and visual brief, applying individual designs to their breakfast, daytime and overnight menus, which activate automatically at the required times.

“We’ve seen spend per head increase by an average of 60% because the menu is much clearer and easier to navigate”

Guests can now avoid having to call down to reception to place a room service order, meaning not only is a member of the team no longer required to sit by the phone all through the night, but operational challenges such as language barriers and room number/location are also no longer an issue, optimising that all-important customer experience.

“EMenu has been brilliant for us. Since we started providing room service through the system we’ve seen spend per head increase by an average of 60% because the menu is much clearer and easier to navigate than a normal menu, and guests generally spend more when they don’t have to call us.

The system has made it much easier to communicate with guests about their orders if we need to, allergen and dietary preference information is provided through the online menu which is great for making sure our guests can find what they need, and the system itself is really easy for our team to use and understand on the back end.

The customer service is really fast, and I would definitely recommend EMenu!” - Mark Karacsony, Assistant In Room Dining Manager.