Room service is not a new invention. According to Wikipedia, The Waldorf Astoria in New York was the first to offer systematic room service. It was in 1931 - the same year the hotel boasted electricity in all rooms. Since then, the hotel industry has experimented with many different room service offerings, ranging from a pricey minibar to lost-in-translation phone orders to the reception, internal TV with self-service options similar to Teletext, and a limited menu that matches the selection on short-haul Ryanair flights, tried in various combinations.

Comwell approached Dwarf with a desire to raise the bar significantly. An offering of ice-cold cocktails and hot meals. A full range of options, ordering from and to all locations in the hotel, mobile-first on par with or better than the best takeaway platforms - with a minimum of new administrative routines.

The solution is Comwell Concierge. A mobile-first self-service platform that can be used locally at most Comwell hotels. Initially, it is used to order cocktails from the bar, food from the restaurant, as well as all local service offerings within spa, massage, beauty care, and shopping. It's all about convenience, so Comwell Concierge can be used from and to all locations in the hotel. For a nightcap in the room, a light meal for a prolonged meeting, or a cocktail in the lounge after a day's work.

The platform will be expanded in the longer term with other "on-location" services such as digital room keys and check-in/check-out.

The solution is designed mobile-first and utilizes familiar navigation principles from modern self-service and takeaway solutions. Sections of cards in product groups can be horizontally scrolled, with initial onboarding that introduces the concept and offerings, while the ordering flow takes place in an overlay that guides the customer through the purchasing process - one decision at a time.

The color palette is aligned with Comwell's overall visual identity, but the colors also guide guests in relation to the specific location/situation. Blue tones for spa, massage, and wellness, green/sand for outdoor activities, and a golden palette for indoor coziness in the restaurant, bar, and room. The experience is image-driven and takes advantage of Comwell's high level of product and location images, making it nearly impossible to browse the application without developing serious snack or cocktail cravings.

Both the customer-facing user experience and the accompanying Order Management System aimed at the staff are developed in Vue.js, while the backend is developed in Laravel with an accompanying Laravel Nova panel, which the hotel uses for the administration of local offers and services, opening hours, and production times.

The solution is being rolled out hotel by hotel and as of early June 2023, it is available at approximately half of Comwell's hotels. We have just reached 3,000 orders, and the initial figures show that items are being chosen from a fairly wide range of offerings. Most popular are burgers, beer, and soda - but steaks, tapas, and Mojitos are also performing well.

In addition to direct sales, the solution is used in the bar to browse the selection of craft beers and cocktails, which look great on the platform. Comwell Concierge is one element of Comwell's digital presence. Read more in our other Comwell case.