Union worked closely with Tripp to implement a Guest-Led service model tailored to The Victory Tap’s specific needs. The venue now operates with bartenders as the sole service providers, eliminating the traditional server role altogether. Upon entering, customers start their experience by ordering drinks via Union’s mobile platform. By encouraging customers to manage their own drink orders, it eliminates the unnecessary wait time that a server would normally take to come to a table, take the order, and then walk back to the POS to input that order.  

To prevent their fear of the kitchen being overwhelmed, the mobile experience only allows customers to place drink orders and pay their tabs, while the bartenders are responsible for collecting and inputting food orders. Customers open a tab once seated, placing drink orders with their personal smartphones. Bartenders prepare the drink, deliver it to the table, and then take the food order upon delivery. When finished, customers then use their personal smartphone to close their tab, giving them the freedom to leave when they want, without having to wait on staff to close out. This approach empowers customers to manage orders and payments independently, reducing wait times and enhancing their overall experience.