Case Studies

Contactless Technology and Superlative Hospitality

GoTab is allowing all types of restaurants and venues to thrive. Barcelona Wine Bar prepares simple and elegant tapas from the finest seasonal products. Barcelona resisted online reservations and offered limited takeout offerings. With COVID-19, they had to reassess the tools each of the 18 locations used. The challenge was clear: how to embrace new technology without dehumanizing the restaurant experience.

Contactless Technology Partner Selection

With COVID-19, Barcelona Wine Bar needed new service options to help sustain operations. Because there's no such thing as a perfect technology, Barcelona reviewed more than eight different contactless providers.

Barcelona Wine Bar decided to partner up with GoTab for various reasons:

People-first: GoTab let them provide the best of the Barcelona Wine Bar experience while allowing them to rely on their people.
Pricing: GoTab presented a good value.
Fast Setup: Barcelona Wine Bar was seeking a partner that could get up and running quickly. GoTab launched all locations within 4-6 weeks.
Easy to Adapt: The strength of Barcelona Wine Bar lies in the magic that happens in-venue. The team needed a platform that was easy to adapt as they launched brand new takeout operations.

With GoTab, Barcelona Wine Bar found a partner willing to work with them. GoTab cooperated with Barcelona and listened to the needs of their 18 distinct locations.

Adapting to Barcelona Wine Bar's Needs

Barcelona Wine Bar relied on its people-centric approach to ensure a smooth transition to takeout and contactless curbside delivery. As true guest experience pros, Barcelona made sure to prepare their team to guide their customers through the platform. Leveraging GoTab's messaging system Barcelona seamlessly communicate with guests and add their personal touch to takeout orders. Staff and guest feedback drives essential platform adjustments.

Barcelona styled the first iteration of outdoor dining around GoTab. They offered limited service and QR codes for guests to place their orders. With GoTab servers can guide the pace of the meals and provide the social interactions that visitors to Barcelona Wine Bar crave. Guests enjoy being in control of their space, and GoTab’s native tab features let them leave their tab open or pay throughout their meal.

GoTab's Flexibility

GoTab made key changes to help Barcelona Wine Bar navigate the new norm of outdoor dining:

Staff manage different tables differently: from guests who want to be in control of the ordering and payment process, to those who prefer to be guided by their favorite server throughout their meal
Barcelona sets and adjusts lead time for orders: they can pace orders to ensure food gets served at the appropriate time
With a smart system, staff can track specials and easily 86 items
Feature Master Menu and local options:each location’s independent menu displays as a physical menu and matches the way menus are set up on each restaurant’s POS system

Prioritizing the Human Experience

The dining experience at Barcelona Wine Bar is like a unique dinner party. They offer unique atmosphere, décor, playlists, surprising and familiar foods, prepared in unexpected ways. How do you insert technology in this experience?

With GoTab, Barcelona Wine Bar can prioritize making guests feel at home with a contactless ordering and payment system that adapts and understands their unique people-first policy:

GoTab doesn’t take the human out of the process. By pairing its staff’s hospitality knowledge with GoTab’s capabilities, Barcelona Wine Bar has reconnected with its loyal customers. Barcelona servers, supported by technology, guide guests through the exploration, discovery and nurturing experiences they seek.
GoTab eliminates unnecessary tasks and operational friction. Barcelona Wine Bar’s people now have more time and flexibility to care for guests.

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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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