2022 Predictions: A Look at What Awaits Hospitality Tech
GoTab is highlighted on what Tim McLaughlin, CEO, has brought to light when it comes to what awaits for the hospitality industry in the new year.
In a byline for Modern Restaurant Management, Tim McLaughlin, GoTab’s CEO, brings to light what he thinks awaits the hospitality industry in the new year.
What is to Come
As we wrap up a year that has brought more tremendous change to the hospitality industry than any other, McLaughlin highlighted five changes that could await the restaurant and food tech industries in the year to come as we all prioritize putting our technology solutions to work for hospitality operators, and keep adapting and innovating to answer their needs.
Restaurants Will Invest in Bridging E-commerce and Real Commerce
The pandemic has forever changed restaurants, wineries, breweries, entertainment venues, businesses that had been previously reluctant to further embrace technology throughout their operations. Countless operators had to rethink their approach to their business digitally this past year, almost two. They realized that both their on- and off-premise experiences are more closely connected than ever before.
With more technology at everyone's fingertips, hospitality operators are able to bridge e-commerce with real commerce -- focusing more on meal kits, retail or grocery offerings, subscription- or membership-based options as just a few examples.
Marketplaces Will Become More Expensive for Consumers and Operators
McLaughlin suggests that marketplaces will continue to consolidate through acquisition which will result in about three major players vying for the entire off-premise market.
This means marketplaces will be even more expensive, for both operators and consumers. In some markets, we’ll grow accustomed to automated delivery method; however, it is difficult to predict how the consolidation might fully affect consumer behavior.
Hybrid Service Models Will Become the Norm
Operators will see increasing demand for more flexibility with their hospitality service and payment models, other than what has been traditionally used. Guests will have the ability to order through a kiosk, a server, and through their phone all in one venue.
More Consumer Payment Method Turf Wars
With the recent turf war between Amazon and Visa in the UK and Australia, it shows a glimpse as to what might happen in 2022. Amazon could be testing the ground for future ACH payments, to prevent operators and vendors from having to pay high processing fees to credit card companies.
This may generate consumer blowback for having to enter a new payment method, and will obviously affect Amazon’s next moves.
Breakfast Becomes Even More Essential
Breakfast service has been considered a less profitable day part, when compared to lunch or dinner. With technology helping businesses manage operations, we will see breakfast offerings expand, making the day part more profitable and providing more options to customers. Breakfast takeout will expand further, as customers continue to grow accustomed to pre-ordering on their mobile device for faster and better service.
The Difference With GoTab
GoTab offers a digital menu platform that is innovative, well-supported, and looking toward the future of menu management technology.
The platform has helped many customers alike feel safer while dining, but has also kept the restaurant business afloat. Now more than ever, restaurants need the flexibility to change on-the-fly, add 86 items, and ensure you’re offering a menu that appeals to your guests
Tap Room Playbook Episode 2:
When you really think about it, with everything managers need to do in a tap room, the hospitality aspect is often overlooked.
Situated “in the heart of it all, yet tranquil enough to make you feel away from it all too,” The Limelight Hotel Snowmass offers 99 hotel rooms and 11 residences, as well as footsteps-to-gondola access in winter and summer — right in the middle of Snowmass Base Village.
The Situation
Especially over the last few years, the Limelight Hotels IT team had witnessed a significant shift to contactless technology in the hospitality industry. After evaluating friction points in the guest journey, aligning with modern technology platforms in their restaurant was determined to be an effective way to offer elevated contactless dining experiences to their guests while also evolving their technology platforms to continue to support long-term company goals. Limelight Hotel partnered with GoTab to provide an enhanced on-demand dining experience on par with the brand’s reputation for exceptional guest service.
The Solution
Reducing Staff Touch Points Without Sacrificing Guest Experience
Guests are now able to begin a tab from their room or the property’s restaurant by scanning a QR code, texting a link to friends or family members on the ski slope to add in their orders, then meeting up together at the patio or lodge to enjoy their meal and après ski festivities without interruption. By streamlining tasks like inputting orders and processing payments, this eliminates friction for hotel staff and allows them to focus on delivering renowned guest service for a memorable experience. Since partnering with GoTab, Limelight Snowmass has consistently seen higher check averages and sales.
“We found the Point of Sale platforms we were looking at offered the guest and staff limited opportunities to further reduce touch points or improve the traditional restaurant experience. The GoTab platform enabled the guest to take an active role over the flow of their experience while simultaneously reducing touch points and further streamlining restaurant operations.”Nick Giglio, Manager of Hotel IT Operations, The Little Nell Hotel Group
According to the Limelight Hotels team, some of the other platforms that were evaluated were either missing some of the pieces they were looking for, had weak customer support models, or had little willingness to develop integrations to existing hotel platforms already in place. To that end, GoTab integrated with cloud-based platform, Infor. Together, GoTab and Infor are providing dynamic solutions to support central, efficient service across hotel amenities and deliver exceptional guest experiences.
“Previously, guests would call down to the restaurant to begin an order from their room or while they were out enjoying the ski slopes. Using GoTab, guests can now place orders from anywhere on the resort, giving them the on-demand service they want without interrupting their day. GoTab empowers us to give control to the guest, reducing touch points and streamlining overall restaurant operations, making Limelight Hotel the resort of choice for Snowmass.”Nick Giglio, Manager of Hotel IT Operations, The Little Nell Hotel Group
Since introducing GoTab, The Limelight Hotel has seen a consistent level of upsells and items sold per check resulting in additional revenue capture. They have been able to maintain service levels in their restaurants during periods when there was reduced staffing available without significantly diminishing the guest experience.
The Benefits
Eliminate Phone Orders – Take Orders from the Slopes. Guests can start a tab from their room or on the mountain without interrupting the flow of their day.
Future-Proofed Technologies – Delivering elevated contactless ordering via integration with the Infor hotel management platform.
Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
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