GoTab provides 24/7x365 assistance by real humans, and staff our customer support team with hospitality veterans. Why is this crucial? Because hospitality veterans comprehend the nuances of your hospitality business. They understand the urgency of a kitchen in full swing, a bar at its busiest, and the pace of a restaurant during the dinner rush.
Most software companies never really talk about their customer service. They view it as an important, but tangential, part of the product. In fact, the best software companies make sure their support is available when it’s needed, in the medium (phone, text, chat, bot, etc.) that is most efficient for their customers and their business.
That’s not the case in the POS space. The typical POS customer rarely gets their question answered timely or efficiently. If they do, it’s probably because they’re paying a premium price for the privilege. That’s fine if their POS supports simple use cases like taking orders and collecting payment. The problem is that the best POS systems stopped being that simple years ago.
The best POS systems of course, manage ordering and payment. But they are also relied upon to manage the just-in-time logistics of the kitchen, forecast demand, run loyalty programs and a host of other important functions. They have hooks into every part of the operation. With this level of complexity, round-the-clock support isn’t a luxury. It’s a necessity.
That’s where GoTab is different. We provide 24/7x365 assistance by real humans, and staff our customer support team with hospitality veterans. Why is this crucial? Because hospitality veterans comprehend the nuances of your hospitality business. They understand the urgency of a kitchen in full swing, a bar at its busiest, and the pace of a restaurant during the dinner rush.
Providing 24/7x365 support by actual humans is a big investment for a company at our growth stage. We make it because we know our system is running business critical functions and because restaurants don't adhere to a 9-to-5 schedule, so why should their support?
The support we offer is more than just a service; it's a philosophy. It's about being available, being present when we’re needed, and investing in our customers’ success.
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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