In our onboarding calls with hotel clients, one typical question always arises: “How does the integration with our POS really work?” Many assume that once they manage their POS, everything else will seamlessly fall into place. The allure of third-party intermediary web pages that promise easy connections between online ordering vendors and POS systems can be misleading, as the reality is often more complex.
Let’s start from the beginning. If your hotel is not just newly opening or transitioning from one POS to another, it’s likely that your POS system is cluttered with thousands of unused items. Think about it: the Valentine’s Day special from 1999, the ambitious summer cocktail experiment from 2012, or a Christmas menu entered incorrectly by an intern last year. While some POS systems limit the data they send during integration, many send all of this outdated and irrelevant information.
Moreover, have you ever encountered an F&B department that claims to be quiet and not busy? Of course not. This relentless pace means that staff often lack the time to input items into the POS properly. When time is of the essence, corners are cut. Johnnie Walker Black Label becomes “JW Black,” a Club Sandwich is shortened to “Club S.,” and Crispy Fried Calamari gets abbreviated to “Calamari.”
While these shorthand terms may be understood internally between kitchen and service staff, they can lead to confusion for guests. If staff cut corners on item names, what are the chances they’ll take the time to craft appealing descriptions for each menu item? The answer is usually “not very high.” The result? Incomplete names and a lack of descriptions are what get synced directly to your mobile ordering solution. This is hardly the guest experience we all aim to provide.
Spelling mistakes are another common issue. Without a spell checker, we encounter errors daily. My personal favorites being “Pizza Margarita” and “Aqua Panna”. While they may not seem catastrophic, these inaccuracies can undermine the professionalism of your establishment.
Now, let’s assume we’ve miraculously avoided all these pitfalls. You’ve imported your items into the system, but then what? In the POS, you might find a button labeled “Coffee and Tea”, which, when clicked, reveals a list of coffee flavors. While this may streamline operations for staff, it doesn’t necessarily enhance the guest experience. Guests want to see visually appealing options with enticing pictures rather than a simple list. Just because something is organized logically for staff efficiency doesn’t mean it resonates with guests.
This is where SABA Hospitality stands apart. We don’t just develop technology; we design it with the guest in mind. With over 60 years of experience in the hotel industry, including 30 years of hands-on operational experience, we understand what guests are looking for and where their pain points lie.
So, the next time you consider mobile ordering or a POS integration, remember that SABA Hospitality is here to provide you with the best advice tailored to enhance your guest experience. Together, let’s transform the way hospitality operates, ensuring that technology serves not just the staff, but also the guests who are at the heart of our industry.
