To support its growing portfolio of hotel brands, independents, conference centers, and state park lodging, Regency Hotel Management has selected Silverware to implement point-of-sale systems across its 82-property enterprise.
With the most advanced mobile features in its POS platform, Silverware is bringing innovative table management, mobile payments, property-wide ordering and more to Regency guests. In addition to increasing speed of service for an improved guest experience, Regency properties are boosting sales without staff reliance and training seasonal employees via the simplest POS software on the market.
“Finding a point-of-sale system provider that could support such a unique portfolio of small and large properties – some with food-and-beverage, others with retail only – was a challenge,” said Jim Stark, Regency chief technology officer. “Silverware rose to the top of the list immediately for its ability to support all property types and give us C-suite enterprise-level access to the data residing in each system. More importantly, we don’t have to hire more people to support seasonal business. Silverware empowers our Nov. 5, 2024guests to order and pay in a way that is most convenient and comfortable for them – whether it’s poolside, in the lounge or the guestroom.
“Upgrading our enterprise POS was something we knew we had to do, but it wasn’t until our guests started demanding more convenience in how they ordered and paid for services that we knew we had to act,” he said. “People don’t want to stand in line to order a meal . . . go back to their rooms to order from room service . . . or chase down wait staff to place an order while they were poolside. Silverware is making us far more efficient and it is meeting the expectations of today’s mobile guests.”
Integration Partners & IT Support
Finding a POS partner with an ecosystem of integrations was extremely important to Regency. Silverware was designed from the ground up to allow for seamless third-party integrations to remove friction between software solutions. The company is 1,000 integration partners strong, with interfaces to accounting, CCTV overlay/security, customer relationship management, digital menu board, gift cards, inventory control, kitchen display, labor, loyalty, online ordering, payroll, property management, reservations, and reporting systems.
Superior customer service was another top criteria for Regency since it does not have a big IT support department.
“We needed a POS system that doesn’t require much support,” Stark said. “If we have a problem, we need answers and back up, not lag time and waiting. Silverware’s support team is always available to make sure our systems are up and running. There is rarely any downtime, except for possibly needing to work out some bugs during a new installation, but that is extremely rare. Issues are always resolved in less than an hour. We couldn’t be happier.”
Seasonal Experiences
Stark said NOW is the time to harness the functionality of Silverware’s tableside pay, room service QR code ordering in guestrooms, handheld Clover devices poolside to drive sales and streamline service. None of that functionality existed prior to Silverware deployment.
“The beauty of Silverware is that we can easily transact sales without having to hire a lot of staff,” Stark said. “Employee turnover is a big deal for us. The QR codes functionality and other features in Silverware are a big plus. Even more important is the ease of training for seasonal staff. We may start a season with Staff A but end the season with Staff B. Silverware is simple to use and extremely intuitive in regard to entering orders, adding modifiers, and guiding staff through the process of entering an order. We expect Silverware to bring us a lot of additional revenue. Already we are seeing that guests are happier; it is evident in our reviews.”
Alex Thalassinos, Silverware President, said Regency Hotel Management and Silverware have something important in common: Both companies are focused on uncovering revenue opportunities to ensure that each hotel will reach its fullest profit potential.
“We are honored to add Regency Hotel Management to our long and growing list of satisfied customers,” Thalassinos said. “Silverware provides some of the most iconic hospitality brands around the world with POS services that are designed to drive efficiency, improve profitability, and enhance every aspect of guests’ experiences. We look forward to introducing new innovations to Regency hotels as they become available and making life easier for staff and management alike.”
