This is a summary from Mapal's white paper. LEVERAGING RESTAURANT TECHNOLOGY TO IMPROVE PERFORMANCE: https://mapal-os.com/fileadmin/content/White_paper/Whitepaper_-Leveraging_restaurant_technology_to_improve_performance.pdf
Introduction
Over the past 20 years, the restaurant industry has undergone extensive digitization, with the COVID-19 pandemic as a major driver to accelerate this development. From POS systems and customer engagement to management software, technology has become indispensable to improving operations, increasing customer satisfaction and reducing costs. This article explores how various technological solutions have revolutionized the restaurant industry and presents successful examples of their application.
Improve the Guest Experience
One of the main reasons restaurants introduce technology is to improve the guest experience. By offering smart booking systems, as with Inception Group, guests can book a table at any time without having to call. McDonald's is another example where self-service kiosks and digital menu boards have been implemented to reduce waiting times and increase customer satisfaction. These innovations enable customers to have a more seamless and personalized experience.
Streamline Processes
Digital tools are also crucial for streamlining the restaurants' internal processes. For example, Espresso House has implemented digital checklists and performance tracking to ensure compliance and consistent service quality. This has resulted in significant time savings and improved operational efficiency.
Automation and Robotics
Automation is becoming increasingly common in the restaurant industry as a solution to high labor costs and staff shortages. For example, Spyce in Boston has a robotic kitchen that prepares the food, reducing the need for labor and ensuring consistent quality. MSC Cruises has developed a humanoid, robotic bartender that can mix drinks and interact with guests.
Changes in Deliveries
With the increased demand for deliveries, especially during the pandemic, restaurants like Domino's and Camile Thai have started using autonomous technology and drones to deliver food faster and more efficiently. These innovations reduce costs and increase customer satisfaction by offering faster and more reliable deliveries.
Cost management
Effective cost management is critical to restaurants' success. By using labor management systems, such as KFC in Spain, restaurants can optimize work schedules and reduce labor costs. Automated inventory management systems, such as at Big Mamma, also help reduce food waste and improve communication with suppliers.
Leverage Data for Personalized Experiences
Restaurants like Starbucks use data from loyalty programs and guest Wi-Fi to tailor marketing and improve customer engagement. By analyzing customer data, these companies can optimize their assortment, manage inventory efficiently, and create targeted campaigns that drive sales.
Engage Employees Digitally
Digital platforms for training and cashless tipping systems help improve employee morale and performance. Companies like Mowgli and Pizza Pilgrims have implemented these technologies to motivate their teams and improve their work experience.
Sustainability in the Business
Digital kitchen systems and automated inventory management tools contribute to more sustainable restaurant operations by reducing waste and improving efficiency. These technologies help restaurants become more environmentally friendly while improving the overall performance of the business.
Increase Revenue
Technologies such as ordering apps and dynamic digital menu boards help restaurants increase the average customer bill and improve sales through upselling. These tools make it easier for customers to add additional items to their orders, which in turn drives revenue.
Conclusion
Technology has revolutionized the restaurant industry by offering innovative solutions to improve guest experiences, streamline processes, reduce costs and increase revenue. By leveraging these technologies, restaurants can improve their performance and stay competitive in a rapidly changing market.
