Watch the 3 minute video and hear how the Winnipeg Goldeyes manage suites in the ballpark. 👇
Eliminating the back and forth: the power of digital intake
When the Winnipeg Goldeyes decided to digitize their suites’ pre-order process, the primary goal was to make life easier for both their guests and their operations team. Since the menu is different from the concession selection and often involves large quantities of food delivered on a platter, it can be operationally challenging at times. Melissa Schlichting, Food & Beverage Manager of the Winnipeg Goldeyes, explained how the digital solution helped simplify group bookings for their Sky Suites. “We wanted to ensure that people had the opportunity to preorder,” she said. “App8 delivered a system for us to be able to preorder all of those different platters of food.”
By creating a simple online intake form, the Goldeyes removed much of the back and forth that had previously been necessary to arrange food and drink orders for large groups. Instead of dozens of calls and emails, guests could simply visit the suite pre-order page, choose their items, and set their preferences for the day of the game. “They go to goldeyes.com/preorder, and then they have all the different menu items. They select what they want,” Melissa said.
The process was designed to be intuitive and accessible. Guests can set the details, such as the date, the time for food delivery, and whether they want specific hospitality coolers open. This type of digitized intake not only saves time for the guests but also helps the Goldeyes prepare efficiently. “It’s all about ensuring we can plan for staffing, scheduling, and food prep,” Melissa noted. By having all this information in advance, the Goldeyes’ operations team can get everything ready in a timely and organized manner.
Visual appeal and full party planning: empowering mid-funnel prospects
While digitizing intake forms helps reduce the back and forth, another key feature of the suites experience is the ability to provide visual appeal even before the booking is confirmed. For mid-funnel prospects—those who are already interested but need a little more convincing—getting a look at the available menu and being able to plan in full “party mode” is incredibly appealing.
The Goldeyes made sure that prospective suite buyers could see exactly what they would be getting. A well-designed pre-order page, complete with images of the large platters, bottles of wine, and other offerings, allows potential clients to picture their event in detail. This transparency is crucial for convincing them to make a booking. Melissa explained, “They can see all the different platters and options right there, making it easy for them to imagine how their suite experience will unfold.”
Having the menu available upfront makes the decision-making process easier and more fun. Instead of just buying a suite and figuring out the food later, clients can make all their selections during the booking phase, ensuring everything is ready for them when they arrive. This approach helps elevate the experience from a logistical challenge to something enjoyable and exciting—an essential shift for converting prospects into sales.
Flexibility without the prepayment hassle
One of the standout aspects of the Goldeyes’ digital intake system is its flexibility. They realized that for large groups, plans often change—people may cancel, or new attendees may join, and the size of the order may need to be adjusted accordingly. Instead of locking guests into a prepayment, the Goldeyes opted for a more flexible approach. Melissa described how this system works: “We don’t have them prepay for that. They just pay on premises.” This gives suite guests the freedom to make changes as needed without the stress of upfront payments or refund requests.
This flexibility also means that the Goldeyes can easily adjust food preparation schedules based on real-time changes to orders. If a suite guest decides to scale down their order because fewer people are attending, the team can quickly adapt without any hassle. This type of adaptability is crucial for both guests and staff, creating a smooth and pleasant experience for everyone involved.
Integration with point of sale for a simplified experience
Beyond the pre-ordering phase, the Winnipeg Goldeyes also made sure that their digital intake process integrated seamlessly into their point of sale (POS) system. “It’s also now integrated into our POS system, which is incredible,” Melissa highlighted. “The servers don’t even have to do anything; all of the preordered items just go on to that Sky Suite tab. The guests can add more food or drinks throughout the game, and then at the end, they settle up with their server.”
A standout feature in this integration is how game-day orders are directly incorporated into the same tab started during pre-order. When guests create their pre-order, it seamlessly begins their tab, and any game-day additions automatically join this existing tab in the POS. This approach has been a key efficiency driver for the Goldeyes, allowing guests to enjoy a cohesive ordering experience without interruptions, while staff maintain a streamlined process without additional steps.
This integration minimizes manual entry and administrative tasks for staff, allowing them to focus more on guest interaction and less on paperwork. It also ensures that the bill is accurate and easy to settle, making the end of the event as enjoyable as the rest of it. This combination of convenience for guests and simplicity for staff exemplifies how technology can elevate a high-touch hospitality experience.
A white glove service, improved by technology
Booking a suite for a sporting event is about more than just watching the game—it’s about providing a memorable experience for everyone in attendance. Melissa described the Goldeyes’ suites experience as “a balance between a really high-touch, white-glove service environment and leveraging technology to help both operations and the guest experience.” By using digital tools to handle the logistics—like intake forms, food prep, and payment—the Goldeyes could focus on what matters most: providing an incredible experience.
Guests at the Sky Suites feel like VIPs, able to pre-plan their event, customize every detail, and receive high-quality service throughout the game. This wasn’t just about making things easier for the operations team; it was about making every guest feel special, and it worked. “The guests are happy because they get their food without having to wait, and everything just feels like a win-win,” Melissa shared.
Conclusion: simplifying the suite experience for all
The Winnipeg Goldeyes have redefined what it means to book and enjoy a suite at a sporting event. By digitizing the intake process, they’ve removed much of the back and forth that can make group planning a hassle, allowing guests to easily pre-order and customize their experience. For mid-funnel prospects, the visual appeal and the ability to plan ahead are powerful motivators, making them more likely to book.
The integration of pre-orders with the POS system and the flexibility in payment have made the entire process seamless, not just for the guests, but for the staff as well. This approach to managing suites has shown that even in a high-touch environment, technology can be a valuable ally in delivering exceptional service. By taking the hassle out of group planning, the Winnipeg Goldeyes have created a suites experience that is both luxurious and simple—just what their guests are looking for.
