From room service and dine-in, to poolside delivery and restaurant pickup, here’s how this luxury boutique hotel in downtown Miami modernizes their F&B experience with FanFood.

Bring Mobile Ordering to My Hotel

About SLS Brickell Hotel & Residences

Set in the heart of Brickell — downtown Miami’s upscale hotspot — SLS Brickell Hotel & Residences uses FanFood to service both hotel guests and residences in its 450-room building. The first eight floors are devoted to hotel guests with contemporary designs and exquisite settings. Above the hotel is 42 floors of high-design condominiums featuring state-of-the-art amenities. SLS Brickell also offers a limited collection of Penthouse residences on the top four floors, featuring custom gourmet kitchens, spa-inspired bathrooms and panoramic views.


The Challenge: Boosting F&B revenue despite the pandemic and low occupancy

In summer 2020, the pandemic caused hotel occupancy to reach new lows. According to Statista, June occupancy rates were just 42.2 percent, a 31.3 percent decline from last year.

“We were looking for a solution where we could create a seamless ordering system, payment system, and reduce the time we spent on the phone processing those payments,” said Kohen, the then Food & Beverage Director for sbe, the hospitality group that manages SLS Brickell.

  • Guests and residents need a contactless way to order food.
  • The hotel wants to offer convenient delivery and pickup services to the room, pool and more.
  • Guests don’t want to wait around for a server to place an order or close a tab.
  • Hotel wants to increase order volume and spend per guest despite lower occupancy.

To upgrade the guest experience and achieve higher profitability SLS Brickell Hotel & Residences partnered with FanFood to offer “scan, order & pay” services inside rooms, at poolside, and for restaurant pickups.

Sami Kohen sbe SLS Brickell hotel
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“FanFood is the last missing puzzle piece in our operations.”

Sami Kohen, Food & Beverage Director at sbe

SLS Brickell on FanFood

Guests can browse all on-premise F&B by scanning a QR code. No app download needed.

SLS Brickell on FanFood menu

They can add items to the cart, adjust quantities, and add special instructions if necessary.

SLS Brickell on FanFood payment

Guests can directly pay online with card or mobile wallet, and add a tip upon checkout.

According to Sami, FanFood has allowed SLS Brickell to offer “broader reachability” for residents because it “eliminates most of the communication, speeds up the service and the payment process during this time.”

The same reality remains true in 2021, as the economy slowly opens up and hotels seeing more travelers. Staffing remains a big pain point for the hospitality industry as a whole. With self-service QR code ordering, guests can send orders directly to the kitchen from their phone without having to wait on a server.

That translates to lower labor cost, more repeat orders (due to the ease of self ordering), and higher spend per customer.

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Higher order volume and spend per customer.

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Faster services with the self-service model.

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10% increase in tip size week over week.

customer satisfaction


More repeat orders due to ease of use.

So far, SLS Brickell has rolled out the app in all of its hotel rooms for in-room dining, poolside services and express pickup at the restaurants. With QR code scanning, guests don’t even need to download an app, and can order directly in any web browser. However, FanFood does come with white-labeling and app integration options for properties that prefer to showcase their own brand, and promote their existing app usage.

“We will continue to work and find easier ways with FanFood down the road to bring more customers, and roll out more user-friendly operations,” Sami said.

The sbe network includes seven hotels in the South Beach area, and according to Kohen, the others are also evaluating the FanFood app for their own usage.

Want to Bring FanFood to Your Venue?


“Everybody who has a concession stand, even if you are vaguely interested, you need to get hold of FanFood.”

Jeff Harrington, Boster Club President, Owasso Highschool

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“I can't imagine any venue where there are people gathering, not to have FanFood.”

Jon Pickel, Owner + Operator of Tower Drive-In Theater

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“The fans thought this is the greatest thing in the world — that they don't have to get out of their seats and wait in the concession lines.”

Dave Levey, Director of Food & Beverage, Durham Bulls Athletic Park

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“If you don't want big lines or people congregating, mobile ordering is like gold.”

Eddie Mahoney, Manager of Rizzo’s B&I

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“Concession stands are our biggest fundraiser of the year...and FanFood has made it very easy for fans to spend money throughout the game.”

Booster Club Co-Chairs, Vandergrift High School

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“We have a lot of repeat customers...when a fan sees how easy it is to order food on the FanFood app, they will come back and repeat the process.”

Mary Laci Motley, FanFood Runner/Student Entrepreneur UNC Chapel Hill

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