Streamlining Operations and Enhancing Guest Experience at a Family-Owned Golf Course and Restaurant

Background

Desert Canyon Golf Club is a family-owned golf course and restaurant nestled in Fountain Hills, Arizona. It has long been known for its beautiful views and welcoming atmosphere. The course is open to the public, offering a unique combination of golf and dining. The restaurant boasts two bars—one for golfers returning to the clubhouse after a round, and another on the patio overlooking the golf course. While the business has a reputation for offering excellent service and a laid-back vibe, the owners faced challenges with their point-of-sale (POS) system. These challenges were especially prominent during peak times and events, creating inefficiencies and communication breakdowns between the front and back bars.

Challenges Before GoTab

• Complexity in Order Routing: The restaurant has two bars serving distinct areas, one at the front for golfers and another at the back, with a large patio for seating. Prior to GoTab, managing orders between the two bars was a logistical challenge. Servers often mistakenly sent orders to the wrong bar, resulting in delayed service and frustrated guests. Additionally, managing event orders was time-consuming, as the business had to maintain two separate bar menus for the different areas.
  
  
• Event Coordination: The venue hosts a variety of events, including weddings, baby showers, and birthday parties. Handling orders for these events was cumbersome with the previous POS system. Staff had to manually send tickets to different areas of the restaurant, creating unnecessary complexity during high-demand periods.
  
  
• Event Management Software Integration: The venue used TripleSeat for event management, but there was no integration between TripleSeat and the old POS system, forcing staff to manually reconcile information from both platforms, leading to inefficiencies and the potential for mistakes.
  
  

Enter GoTab +  TripleSeat  

‍The Desert Canyon Golf Club team selected the GoTab POS system with the integration of TripleSeat. The result was a significant streamlining of restaurant and event management operations.

• Unified Ordering System: With GoTab, the restaurant now uses a single, unified menu for both bars. Orders are routed automatically to the correct bar, eliminating the previous confusion. This has been especially helpful during busy event days, where managing multiple order streams was a challenge in the past.
  
  
• Event Integration with TripleSeat: The GoTab integration with TripleSeat has significantly simplified event coordination. Instead of juggling two platforms, event orders, payments, and deposits are now seamlessly synced between TripleSeat and GoTab. Staff can update event contracts directly in TripleSeat, and the system automatically transfers changes, such as deposits and payments, to GoTab for easier reconciliation.
  
  
• QR Code Ordering for Golfers: The course introduced QR code ordering for golfers while on the course. When players reach the eighth hole, a prompt on their golf cart screen invites them to scan a QR code to place an order for food and drinks at the front bar. The order is processed, and by the time players finish their round and make the turn at the ninth hole, their food and drinks are ready for pickup at the clubhouse. This innovative solution has been particularly popular with groups on weekends, improving the guest experience and saving valuable time.
  
  
• Handheld Devices and Payment Flexibility: Servers use handheld devices to process orders throughout the restaurant and course, and the addition of a beverage cart system allows for easy payments anywhere on the property. This system has improved the guest experience by reducing payment delays and avoiding the need for staff to track down guests for failed payments after they've left the property.

“GoTab has been incredibly easy to use for our staff and our guests and has positively impacted our operations. We really appreciate the automation of discounts, especially during happy hour, and the smooth event integration with TripleSeat. The ability to manage multiple areas of the business with a single platform has made our workflow significantly more efficient, and we look forward to continuing to utilize the system to further enhance our guests’ experiences. - General Manager, The Grill at Desert Canyon

Impact and Benefits

• Enhanced Guest Experience: The ability to place orders via QR codes on the golf course has significantly enhanced the guest experience, especially for large golf groups. The quick and easy process for ordering food and drinks ensures golfers spend more time enjoying their round and less time waiting in line. Additionally, the beverage cart system offers guests the convenience of seamless payments, eliminating issues with declined cards and reducing frustration.
  
  
• Operational Flexibility: The business is now better equipped to handle large events, with automatic order routing and seamless event management. Staff have more time to focus on customer service, as the system handles many of the routine tasks.
  
  
• Increased Efficiency: The integration of GoTab and TripleSeat has drastically reduced the time spent on manual tasks. Staff no longer need to manually reconcile event orders and payments from two different systems. Automated order routing and discount application have helped streamline daily operations, ensuring smoother service, especially during peak hours.
  
  
• Improved Event Management: With the integration in place, the venue can more efficiently manage event orders, from taking deposits to adjusting the terms of an event. The process is smoother for both the staff and the guests, making events more enjoyable for everyone involved.
  
  

Future Plans

‍The golf course is considering expanding its use of QR codes to the driving range, which is set to undergo a major renovation this summer. This will allow guests to order food and drinks while practicing at the range, further enhancing their overall experience.

Conclusion

‍The implementation of GoTab, combined with the TripleSeat integration, has revolutionized the way the family-owned golf course and restaurant operates. By automating key processes like order routing, event management, and payment processing, the venue has enhanced both staff efficiency and the guest experience. With plans for future upgrades and continued innovation, the property is poised to continue offering exceptional service to its guests while reducing operational friction.