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Contactless Ordering and Payment Webinar

On Wednesday, August 11, GoTab CEO Tim McLaughlin will co-present on the future of contactless ordering and payment for large-scale restaurant operations. Gregg Frazer, VP of Hospitality for Stone Brewing will be the featured guest.

Gregg has deep experience in leading large-scale restaurant operations. His background includes launching the Impossible Burger at Umami. That launch made Umami the first multi unit operator in the US to carry the Impossible Burger.

Having spent time in Asia, where contactless is the norm, Gregg knew it would be a hit with Stone's guests. Which is why he brought GoTab to Stone in 2019.

The Challenge of Large Indoor and Outdoor Spaces

Stone is loved for their high-quality food & beverage offerings. With large-scale restaurant operations in California and Virginia, Stone has unique needs. For example, they need to staff large indoor and outdoor spaces. They also need to make sure guests get what they want where they want it. Because they have such large spaces, they need to make sure that they generate more revenue from some of the more under-used spaces. GoTab was a perfect fit.

McLaughlin and Frazer will discuss:

  • Why Stone uses contactless ordering and payment across all their locations;
  • How Stone continues to deliver a great guest experience; and, 
  • Why Stone made such a big change to their service model. 

Key webinar takeaways will include:

  • How Stone has made the way they operate part of their brand promise;
  • Best practices for staffing and training for contactless ordering an d payment; and, 
  • What Stone is doing to prepare for the future.

Stone's Contactless Journey

Stone began using GoTab in 2019. They wanted a more convenient option during busy times. With GoTab, they could cover large spaces with less staff. And during peak times, guests could get their orders faster. Stone has large garden spaces which are hard to staff during peak and non-peak times.

When COVID-19 hit, Stone moved everything to GoTab. All of their locations use GoTab as the only way to take orders. They are getting great feedback. Fans love it and staff are happy too. Guest service is faster and business results are strong.

How GoTab QR Codes Work

Stone now uses GoTab QR codes at all of their tables. Guests scan the QR from their mobile device and pull up the menu. They place an order on the phone and Stone staff get the order and location. Guests can order as often as they like. They don't have to wait on each other. They don't have to wait for a server. They get what they want when they want it.

When guests are ready to leave, they pay on their phone. They don't need to wait for a server to bring their check. The check and all of their charges are on their phone.

Register and join at Restaurant Rise, powered by Restaurant Hospitality and Nation's Restaurant News.

About Gregg Frazier

Gregg Frazer currently serves as Vice President of Hospitality for Stone Brewing.  Stone Brewing operates numerous bistros, tap rooms and breweries in California and Virginia. During his tenure with Stone, Gregg has helped to open bistros in China, Germany and Napa California. Gregg joined Stone from Umami Burger in LA where he served as COO. During his time with Umami, Gregg oversaw locations in California, Chicago, New York,  Las Vegas and Japan. 

Gregg was responsible launching the Impossible Burger at Umami, making them the first multi unit operator in the US to carry the Impossible Burger.

Frazer joined Umami Burger from VooDoo BBQ, where he oversaw the entire operation for the company’s corporate stores and franchise locations as the Chief Operating Officer and Corporate Chef. A long established industry veteran, Frazer’s long career as a chef and restaurant executive has taken him from fine dining establishments such as Le Bec Fin in Philadelphia, to the Four Seasons resorts in West Palm Beach, Florida and Sydney, Australia.

Frazer holds a culinary degree from the Culinary Institute of America in Hyde Park, New York, and an MBA from National University in La Jolla, California.

About Tim McLaughlin

Since 2016, Tim McLaughlin has served as Co-Founder and CEO of GoTab, Inc., a leading contactless ordering and payment platform serving more than 500 large & mid-sized full-service food & beverage establishments in almost 30 states and growing.

An experienced executive and board member, McLaughlin led Siteworx, Inc., a mid-sized digital experience agency with clients including PayPal, Goldman Sachs, VeriSign, Bain & Co., and Thermo Fisher Scientific, to a successful PE exit in 2012. Subsequent to Siteworx, Tim co-founded and operated Caboose Brewing Co., an upscale brewery and farm-to-table concept based in Fairfax, Virginia. Many of GoTab’s most important features were incubated at Caboose.

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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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