Resort Streamlines Retail Transactions with NCR Counterpoint and Springer-Miller Integration
Overview
RCS partnered with Nemacolin, a luxury resort on over 2,200 acres in rural southwestern Pennsylvania, to develop and install a point-of-sale (POS) system in their new grocery store integrated with the resort’s hospitality software. The customized solution allows for seamless transactions across the property and streamlines inventory management processes.
The Challenge
In 2019, Nemacolin made a bold investment in associate recruitment and retention. They introduced Wisteria, an associate community that features housing, dining, shopping, and recreational facilities. Nemacolin hoped a housing benefit would help draw employees to their rural campus.
“Our goal as a resort is to be the best in the world, so we want to recruit and retain the best-in-class hospitality workers,” said Candace Hassinger, director of Wisteria associate community.
With the nearest town nearly 30 miles away, a grocery store within the Wisteria development was a key amenity. The Market at Wisteria primarily would serve the resort’s 1,300 employees and their families living on resort property. However, Nemacolin’s guest services associates also needed to be able to buy store items for resort guests and link the transactions to the guest’s room charge account.
To ensure smooth guest services transactions, it was crucial for the store’s new POS and inventory management system to integrate seamlessly with Springer-Miller, Nemacolin’s existing property management software.
The Pain Points
Unlike other retail locations on the property, the grocery store would be stocked with perishable items, requiring meticulous inventory control. “The importance of maintaining accurate counts was going to be exacerbated by grocery products,” Hassinger said. “So we started researching systems that could meet our needs and integrate with Springer-Miller.”
The POS system needed to:
- Serve as a cash register to facilitate transactions
- Manage inventory and reflect real-time price changes
- Track sales with reporting and analytics capabilities
- Integrate with Springer-Miller for guest services purchases
Customer Profile
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The RCS Solution
Hassinger’s research led her to NCR Counterpoint, a point-of-sale system that was being used with success in a retail shop at Biltmore Estate in North Carolina. She contacted Retail Control Systems (RCS), a trusted NCR Counterpoint business channel provider, and scheduled a demo.
After determining that NCR Counterpoint was the way to go, Nemacolin partnered with RCS to develop a software integration between NCR Counterpoint and Springer-Miller. The resulting system provides a simple and smooth purchasing experience for Nemacolin associate shoppers and guest services staff, along with exceptional inventory controls and reporting capabilities for store managers.
Seamless Integration
In the months before the store opening, RCS developers worked closely with the Springer-Miller team to customize the existing NCR Counterpoint software to meet Nemacolin’s needs. They then oversaw the installation of the system at the new location.
“The RCS team was super flexible with us, as there were some things that were out of our hands during the construction phase, from a utility standpoint,” Hassinger said. “They helped us develop an off-site location for training and testing and then later moved it over to The Market at Wisteria.”
Real-Time POS and Inventory Management
The all-in-one POS system is fully connected to the rest of the store, offering live inventory data, reporting, and analytics. “When we realize a price change, it carries through immediately,” Hassinger said. “I am very confident in the integrity of the system and that it’s working correctly.”
Streamlined guest-services purchases
Nemacolin associates are able to purchase requested items for resort guests and charge them directly to the guest’s room. “When a guest asks for something, our associates knows they can get it,” Candace said. “The guests never leave their room.”
In-house grocery delivery service
Along with its three hotels on the property, Nemacolin offers a selection of full-vacation rental homes and estates. The integrated POS system at The Market enables the resort’s grocery delivery service team to fulfill grocery pre-orders and seamlessly attach the purchase to the guest’s account. “It all happens here and is integrated into the bill,” Hassinger said.
Enhanced internal customer service
When Nemacolin associates receive resort credit as a reward or gift, they are able to redeem that credit anywhere within the resort, including The Market at Wisteria. “It is amazing for associates to be able to walk in, shop for their groceries, and room charge it,” Hassinger said. “It works like it is supposed to.”
Scalability
With the dynamic software system in place and working as planned, The Market has the option to expand to include resort-guest shoppers in the future, should they decide to move in that direction. “We’ve been very happy with RCS and Counterpoint, from the install to the accuracy of real-time price changes and inventory management,” Hassinger said.
Tailored Solutions
Are you looking to connect disparate systems in your business to streamline processes and improve efficiencies? RCS provides customizable POS software solutions that seamlessly integrate with your existing systems and applications.
Additional features, such as inventory management, loyalty programs, or reporting and analytics, enable the technology to expand and adapt as your business grows. We will work with you to ensure a smooth transition with minimal disruption to day-to-day operations.
Learn more about RCS and how we can help with your retail software solution.
