Case Studies

The Delegate Streamlines F&B Operations

GoTab Helps The delegate streamline F&B operations and increase revenue

A casual, bar, restaurant and gathering space located at the Marriott Hotel, in Washington, D.C., The Delegate was gearing up for a second successful year of business when the pandemic hit. Situated by the Convention Center and with banquets, groups and events making up the bulk of the venue’s operations, the team took advantage of GoTab’s contactless ordering and payment capabilities to reimagine its rooftop service, develop safe private functions and serve luxury condominiums in the neighborhood.With GoTab, customers can easily order more food & drinks without having to flag a waiter, prompting higher check averages, higher tips, and a faster turnover on tables within the space. This streamlined process translated to 70% more revenue for The Delegate during a challenging year for the hospitality industry.

“GoTab is the best solution for contactless ordering and payment in the current landscape. It has given us the tools to pivot during this past year, and we’re excited to evolve our hospitality service model to blend technology and in-person hospitality, particularly for our luxury clientele,”Camilo Rivera, General Manager

Leveraging GoTab’s Takeout and Delivery Features for Room Service and Meal Delivery


As banquet operations came to a standstill at the end of March 2020, The Delegate pivoted quickly and leveraged GoTab’s delivery features to expand room service beyond the Marriott property it calls home. As stay-at-home orders were implemented, The Delegate offered its menu to nearby luxury condominiums, supplying residents with a QR code on a magnet or on flyers to easily order food through GoTab. It also extended food services to nearby businesses, and created a popular brunch package for delivery that built loyalty among the neighborhood residents. Through GoTab, The Delegate was able to create branded online menus with a custom look and feel, and easily embed them into their website and create promotions & discounts. Two-way text communication with guests was one of the main features the team used extensively to ensure orders were received and guests were satisfied with their orders.

Higher Volume, Higher Check Average


With GoTab’s open tab features, The Delegate has been able to handle a higher volume of orders (dine-in and takeout), with an easy and seamless flow of guests coming through its 2,000 sq ft space. GoTab is currently the only contactless platform with native features for opening a digital tab, sharing and splitting the tab and tips, and keeping the tab open until it’s time to settle. This unique tab system helps reduce transaction fees for both the guests and the operator, providing higher revenue and profit for The Delegate. “As we adopted QR code ordering throughout our venue in late 2019, we were able to handle 25% more orders before the pandemic hit, thanks to GoTab” said Camilo Rivera, General Manager at The Delegate. 

QR code Ordering and Real-Time Menu Management


The Delegate rolled out QR code ordering in late 2019, and was able to seamlessly accept orders from their customers and train staff accordingly. Through training and education, guests quickly adopted the seamless, contactless ordering and payment features. On The Delegate staff’s end, the user-friendly restaurant commerce platform was easy to navigate, especially when it came to making menu updates or 86ing ingredients or items in real-time. The team was able to create QR codes for different sections of the venue, from the rooftop to the bar and the dining room (when restrictions were lifted), eliminating the need for print menus (and an entire budget line dedicated to printing).

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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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