Inside PHG’s Digital Dining Evolution: How GuestX Powers Luxury Lifestyle Experiences
OpenTable, Avero, Infor HMS
post-COVID guest expectations
✓ GuestX live across all outlets
✓ Multi-PMS posting capability
✓ Touchless & mobile payments
✓ Deep integration ecosystem
✓ Unrivaled support & scalability
"Guest has had a huge impact on our operations. Our teams are depending on it more than ever before. We use it for pools, spas, in-room dining, cafes, and large concert events."
- JB Crawford, IT Analyst & Project Manager, Pacific Hospitality Group
From Napa Valley wine country to the beaches of Hawaii, Pacific Hospitality Group (PHG) curates high-touch experiences across a collection of luxury lifestyle hotels and resorts. As guest expectations for convenience and personalization have evolved, PHG needed a modern way to serve guests wherever they are, without sacrificing the warmth of on-property hospitality.
By expanding its relationship with Silverware POS and deploying GuestX Ordering & Payments across key lifestyle properties, PHG has unified its digital dining strategy while maintaining the individuality of each brand. Today, guests can order and pay seamlessly from pools, spas, guest rooms, cafés, and large events, all on a single platform that connects front-of-house, kitchens, and multiple PMS environments.
The Challenge: Serving Guests Everywhere, Without Adding Friction
PHG’s portfolio includes destination properties such as:
These properties blend upscale amenities with diverse dining concepts—from award-winning restaurants like Olive & Hay and Red Salt to pool decks, lounges, and in-room dining. As on-property experiences expanded, so did the operational complexity of taking orders, routing them correctly, and posting charges across multi-venue, multi-PMS campuses.
PHG needed a flexible solution that could:
Support mobile, QR, and staff-driven ordering across many outlets and service styles
Post to multiple PMS systems on large campuses without manual workarounds
Integrate with various payment gateways to stay competitive with processors
Maintain speed and reliability during peak periods and large concert events
Legacy approaches and fragmented tools couldn’t deliver the seamless, property-wide experience PHG wanted for its guests and teams.
The Solution: GuestX + Silverware As a Unified Digital Platform
To modernize its digital dining experience, PHG deepened its partnership with Silverware POS and rolled out GuestX Ordering & Payments across its lifestyle portfolio. Fully integrated with Silverware’s POS, GuestX gives PHG one cohesive platform for ordering and payments—whether a guest is poolside with a mobile device or ordering in-room.
Key capabilities include:
Native, purpose-built GuestX Ordering & Payments tied directly into Silverware POS
Flexible deployment across pools, spas, in-room dining, cafés, and large events
Ability to post to multiple PMS systems on the same campus
Multiple credit-card gateway integrations to support different processors
“GuestX has had a huge impact on our operations,” said Alexander Crawford, Corporate Director of IT at PHG. “Our teams are depending on it more than ever before. We use it for pools, spas, in-room dining, cafes, and large concert events.”
The Results: Operational Agility Across Every Outlet
With GuestX and Silverware POS working together, PHG now has a digital foundation that matches the scale and ambition of its properties. Teams can configure experiences by outlet and property while maintaining a consistent, streamlined workflow for orders, payments, and postings.
PHG is realizing benefits such as:
Property-wide coverage: One platform powering ordering and payments at pools, spas, rooms, cafés, and concerts.
Simplified PMS posting: Silverware’s ability to post to multiple PMS systems is “groundbreaking” for large multi-PMS campuses.
Payment flexibility: Multiple credit-card gateway integrations help PHG stay competitive with different processors.
Higher adoption: Operational teams increasingly rely on GuestX as the backbone of their service model.
Crawford also highlighted the importance of Silverware’s people: “I would also like to say ‘thanks’ to the Silverware Help Desk whose level of knowledge on PHG properties is really impressive. The team is extraordinarily calm in moments of stress and they escalate quickly if need be. We could not be more pleased with Silverware.”
The Outcome: A Modern, Mobile-First Guest Journey
For PHG, expanding its relationship with Silverware was about more than adding new ordering channels; it was about creating a cohesive, guest-centric journey that spans every touchpoint on property. GuestX allows PHG to meet guests where they are, from a poolside cabana to a private balcony, while keeping operations efficient and data flowing cleanly into POS and PMS systems.
As PHG’s portfolio grows, Silverware’s flexible platform and responsive support give the group confidence to innovate without sacrificing control or consistency. “Our mutual goal is to deliver excellent service and singular, personalized experiences,” said the Silverware team, underscoring the shared focus on modern, digital-first hospitality.
Power Your Next-Level Guest Experience With Silverware
Whether you operate a single independent hotel or a multi-property lifestyle portfolio, Silverware’s GuestX Ordering & Payments platform helps you serve guests anywhere on property while keeping operations simple behind the scenes.
Book a 15-minute, no-strings-attached demo and see how Silverware can help you activate a modern, mobile-first dining experience across your hotels and resorts.
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