Case Studies

Maketto Taps GoTab to Scale Business

Maketto Taps GoTab to Adjust Operations, Scale Business and Retain Staff

With dedicated support from GoTab’s excellent customer service team

With a large, communal space that combines retail, restaurant and cafe experiences, Maketto is a unique marketplace that welcomes guests all day in Washington, D.C. In late Fall 2020, as the team prepared for the winter season, they reimagined their service model based on GoTab’s contactless ordering and payment features, providing their front-of-house staff with a seamless solution to scale operations based on dine-in and takeout demand.

An Intuitive Solution for a Large & Diverse Space

Maketto is a large space with indoor and outdoor seating, complete with various areas where customers can sit down to enjoy coffee, work for a few hours or meet friends for drinks and/or dinner. During the pandemic, the team set up GoTab QR codes on all tables to empower guests to order directly from their mobile phones. An all-day space, this meant making different menus available at different times, along with specials and promotions. “We really love the flexibility of programming we get with GoTab,” said Director of Sales Keem Hughley. “Menus can be updated in real-time and the platform is very intuitive for our staff to use.”

More Table turnover, Higher Food Sales

While the large space and various seating areas provide ample opportunities to explore and linger, using GoTab has allowed the team to speed up service and increase table turnover, particularly in the evenings. Dinner service now sees 3 different turns of table, and F&B sales have also increased significantly. “This past month (April 2021), we have reached the same volume levels as pre-pandemic times in 2019,” said Hughley.

Operating with 60% Less FOH Staff

With GoTab giving customers control over the ordering experience, the need for traditional servers has been fully eliminated at Maketto and all FOH staff have taken on new responsibilities and acquired new skills. Now operating with 60% less FOH staff, the team was fully (re-)trained on all components of the Maketto experience, from barista duties to bartender skills to customer service. This means that anyone on the floor can fulfill coffee orders, serve dishes to guests or even make cocktails at the bar.

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By turning our staff into a team of multi-faceted, customer service experts, we’ve given them the opportunity to learn more and grow in their position at Maketto. Instead of having 10-12 FOH people on the floor at once, we now have 5 people to ensure our guests have the best experience on-site. This also means our tip pool is smaller and so our staff earns more tips than they did in the past.

- Keem Hughley, Director of Sales at Maketto

Dedicated Customer Service Support & Collaborative Improvements

The implementation of a new service model at Maketto received the full support of the GoTab team, whose dedicated customer success team worked closely with the front-of-house staff to continuously improve the cloud-based contactless ordering and payment solution, and the features used by guests and staff alike. In addition to monitoring the guest experience and tracking that everything is running smoothly through the KDS on tablets, the Maketto team used the menu function to create a section dedicated to special requests from guests. This allowed better communication with guests through GoTab and ensured customer satisfaction.

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The GoTab team is always available for us and extremely responsive. We constantly challenge them to enhance the platform’s capabilities and work with them to expand features that are most helpful to us, which is truly something other platforms are not willing to do. GoTab is truly unique and fantastic to work with.

- Keem Hughley, Director of Sales at Maketto

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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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