Savanna Parks is an onsite implementation manager for SpotOn. Ever since joining the company in 2020, she’s helped countless restaurants and bars install new restaurant point-of-sale systems with her signature dedication to service and quality. In this interview, Savanna discusses how she uses her experience as a bartender and server in Detroit to help clients on the West Coast feel confident with their new technology.
What did you do before joining SpotOn?
I was mostly a server and bartender in restaurants and bars throughout Detroit, where I first learned how to navigate the hospitality industry. I started working at these spots in college to earn some extra cash and gain some experience.
That’s where I first learned how different restaurants and bars can cater to entirely unique guests. I worked in a very down-to-earth restaurant with a full bar, where we focused on a family-friendly guest experience above everything else.
At the same time, I also worked at one restaurant specializing in beers. Each day I helped guests choose from a selection of nearly 500 beers. I even worked at a rooftop bar that used SpotOn, which was funny since it was my first experience with our tech.
How did you first discover SpotOn?
A family friend actually recommended SpotOn to me after I graduated from college. I got a bit tired of bartending, and I wanted full-time work that could fit with my knowledge of the hospitality industry. I was always the tech-savvy staff member in the bar and usually helped people navigate the point-of-sale system.
How would you describe the implementation team?
As part of the West Coast implementation team, we have about forty people who work with local clients and guide them through the installation process. Of course, it all depends on which client and their needs, but I’m there to manage the main implementation team for the day. Installs involve a lot of moving parts, so it’s important to keep everything going smoothly.
What has being on the implementation team taught you about restaurants and bars?
Implementation has shown me so much of the humanity behind restaurants and bars. As a bartender, I knew enough about all the hard work that goes into keeping a business running. But for these business owners, this is their livelihood. They put a ton of money and time into the restaurant. Their family works there. We’re walking in to make it easier for them, not more complex.
This week, I was at the SUR install in Los Angeles. One of the original owners was getting an introduction to the SpotOn restaurant point-of-sale. He first opened SUR nearly 25 years ago and is still invested and involved in the day-to-day. It really showed how much he cares and how we can match that attitude as well. We don’t want to make clients feel in the dark about their point-of-sale systems. It’s on us to show how customizable and accessible their tech can be.
How do restaurants customize their point-of-sale?
Some common customizations involve menu item flow. Restaurants and bars tend to ask us if we can add more options to their menu items, like different sides for a dish or an extra shot of whiskey in a drink. I’ve started to recommend these customizations on my own, too, since they typically help speed up the ordering process for staff in the long run.
What’s challenging about the typical install?
Every client carries a little anxiety about their business, which eventually eases as we walk them through their SpotOn tech. Even if it's a drop of hesitation, bars and restaurants will always worry when there’s any sort of change.
Restaurants and bars are their livelihoods. They’ve put so much of their life into building a business. I think seeing a SpotOn employee onsite, ready to help, can help diffuse those worries.
What makes SpotOn different?
I think SpotOn brings more authenticity to the restaurant technology space. I try hard to be there for our clients and not seem like a blank face behind a screen. Simply showing up in front of clients while we wear our SpotOn shirts proves we’re real people.
One of my first installs was a bar in New York City. I could tell there was some hesitation on their end just by the way they asked me questions about our system. When I took a step back and noticed their operations, I saw how every staff member was constantly being pulled in different directions.
And thanks to my own experience in bars, I knew that the handheld pos system would become their secret weapon. I only had to show them how the handheld could help manage and coordinate with their workflow so they wouldn’t feel overwhelmed when taking orders.
It was like I was answering their questions before anyone could even ask me anything. That type of anticipation, easing up the clients, helps them trust you and the company. A year and a half later, when I made reservations at a restaurant in Detroit, the same manager from that first bar in New York City recognized me. He sent me a text, raving about how he remembered me from the install at his other location.
How do you unwind from high-stakes restaurant work?
I really like to take long walks when it’s not too late. Sometimes the implementation team works until midnight, so I’ll also stay in and listen to audiobooks on holistic psychology and human behavior.
I’m really interested in how people interact and their anxieties about those interactions. I majored in psychology as an undergrad, so listening to those audiobooks genuinely helps me communicate with our clients.
