Canyon Club accommodates more guests and provides faster, better service while prioritizing safety for all by using GoTab.
Allowing the brewery & brewpub to accommodate more guests safely, and deliver faster, better service
Located in the rural part of the East Bay, Canyon Club was born out of a need to create a space where the community could gather to share drinks and socialize. When the project became a reality and the casual brewery and brewpub opened in Moraga, California in October 2019, locals and friends frequently joked that the space had more outdoor seating than indoor tables to accommodate guests. When the time came to reopen safely, Kevin and his team were grateful for their large outdoor beer garden and tapped into GoTab’s contactless ordering and payment features to welcome back guests and offer a safe space for the community to gather and reunite.
Putting Guests in Control
As a result of their East Bay location, Canyon Club has a lot of tech savvy guests who seamlessly adopted QR code ordering and enjoy being able to control the cadence of their experience at the brewery. This also entirely eliminates ordering mistakes, and guests don’t need to flag down a waiter to order another drink or pay their check. Contactless ordering and payment also allowed Canyon Club Brewery to free up staff from the order taking and payment processes, making them more available to improve the overall guest experience. Staff are now focused on ensuring food and drinks are delivered in a timely manner, and guests have all they need to enjoy their time on-site, ultimately improving the guest experience. This is reflected in higher tips for the brewpub’s staff. “After implementing GoTab at Canyon Club, our staff are able to spend more time creating the best experience for guests,” said owner Kevin Hamilton.
Running Effectively with 30 Percent Less Labor
With GoTab, staff members don’t need to interact with guests as much as they did in the past, making the team feel safe while allowing them to handle a larger volume of guests and orders. By letting guests order and pay directly from their mobile device (after scanning the QR code on their table), the team has improved service speed significantly and eliminated the lag time between taking an order and inputting it in the system. “We are able to speed up service and accommodate more guests within our outdoor space now,” he added. “Thanks to GoTab, we manage to improve the guest experience for more people, with significantly less staff. We’ve also been able to run effectively with 30% less labor.”
Canyon Club leverages GoTab’s two-way text features to have direct and effective interactions with guests. This tool helps staff find guests who might move throughout the large beer garden space, bring them anything they need or are missing from their orders, and provides a direct channel to interact with guests. GoTab’s Manager App integrates high-quality hospitality with intuitive tech - the system allows managers to see snapshots of customer feedback directly on their dashboard, giving them the opportunity to address issues in real-time. “We use the end-of-day email with the recap of customer feedback to see what needs to be changed, eliminated or perfected,” commented Kevin Hamilton. “The feedback we collect through GoTab helps us pivot and make the necessary changes to continue to improve the guest experience at Canyon Club.”
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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