Unleashing the Potential of Hotel Technology
Best Practices for an Enhanced Guest Experience
In today's fast-paced digital era, hoteliers are increasingly recognizing the significance of leveraging technology to elevate guest experiences. The integration of innovative hotel tech solutions not only enhances operational efficiency but also contributes to improved customer satisfaction. In this HotelTech series, we will explore best practices for implementing and utilizing hotel technology to create unforgettable guest experiences.
Invest in a Seamless Guest Journey
One of the crucial aspects of hotel tech implementation is to ensure a seamless guest journey from start to finish, engaging with guests even before they arrive to assure that their needs are met and that personalization is offered in every step of the guest journey. One of the ways hotels are incorporating technology into the guest experience is with UpStay, which allows guests to engage with the hotel prior to their arrival and bid on upgraded rooms and experiences to create new, meaningful revenue streams through incredible customer stays. Guests need to know that they will get value out of an experience and that any expectations will be met, and pre-arrival is where a big opportunity lies.
Mobile Ordering and Contactless Technologies
Once guests are on the property, it becomes essential to provide streamlined solutions that cater to their digital lifestyle. GoTab's hotel solutions play a pivotal role in enhancing the guest experience and convenience during their stay. By enabling guests to view menus, place orders, and make payments directly from their own devices, GoTab eliminates the need for physical menus, cash, or credit cards. This level of control and flexibility empowers guests, ultimately enhancing their overall satisfaction and ensuring a truly memorable stay. By embracing GoTab's innovative technology, hotels can seamlessly provide a modern and contactless guest experience, aligning with the preferences of today's tech-savvy travelers.
About The Presenters:
Deborah Tappan, CRME, Director of Hospitality Management at GoTab, is a highly skilled professional in the hospitality industry, specializing in revenue management and strategic planning with experience at the top hotels in the world.
Jessica Hayes, Business Development Executive, Plusgrade, is a proven hospitality sales leader with over 25 years experience in the hospitality industry working with startups, tech companies, and hospitality firms.
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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.
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.
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.
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.