What do you think the biggest topic of 2023 will be?
In 2023, restaurants will continue to invest in on-premise technology as they realize the potential for digital to improve operations and the guest experience in-house. This includes implementing tools like QR code-enabled mobile ordering as well as tab management, which allow guests a faster and easier way to order, reorder and pay without having to go through the hassle of flagging down a server. Not only does this empower guests with the ability to curate their own dining experience, but it also eliminates extra steps for employees so that they can focus on making meaningful interactions with guests and ultimately build brand loyalty.
We also think kitchen management will be a big point of emphasis in 2023, as operators search for ways to improve back-of-house communication and operations. This includes implementing digital communication channels that flow from floor to kitchen and utilizing voice-automated Kitchen Display Systems (KDS) to streamline tasks, avoid errors and enhance the quality of food and service.
Overall, we believe technology will guide the modern-day dining experience in 2023, and those who don’t prioritize their digital solutions to enhance guest and team member experiences will be left behind.
What role do you see technology playing?
Technology will play a critical role in the dining experience in 2023. As consumers continue to expect speed, accuracy and convenience, restaurants that leverage digital solutions that give guests complete control over their dining experience, including the ability to order, reorder and checkout on their own, will succeed.
Moving forward, technology will also infill the need for hybrid service models, giving operators the tools to adapt as they encounter peaks and valleys in demand based on the economic environment and local trends. Solutions that work together on an open platform will further simplify this process, ensuring tools are working together with shared data to improve overall operations. For example, this year we launched EasyTab, a feature that leverages customers’ mobile devices to bridge traditional service and empower guests by making opening, closing, reordering, and transferring tabs from bar to table fast, easy and hassle-free. As outside pressures persist, this type of flexible technology will be a game changer for operators.
In addition, in-house technology will be crucial to improving in-house communication among team members. Most communication today remains face-to-face, wasting valuable time for employees and disrupting the guest experience. For example, if the kitchen runs out of a menu item, the chef typically informs a team member who has to inform everyone else on the floor like a game of telephone. Oftentimes, an employee has already sold that item before they receive the update that it’s out of stock. The solution? Brands must utilize software that provides an efficient channel to share communications digitally across back- and front-of-house, such as an 86 button on the POS, to eliminate operational friction and improve the guest experience in one click. Similarly, technology advancements will always remain top of mind for operators. For us, that looks like a KDS system that speaks to team members rather than having updates flash across a screen, but we also anticipate consumers continued interest in drone delivery, automated tech, and more.
Get the full story at Restaurant Leaders See Tech, Value as 2023’s Biggest Trends.
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.
