FSR March 2023

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O P E R A T I ON S

Profit and Experience, Hand in Hand

Can server handhelds unlock faster service and happier guests? BY GARY STERN

15–20 percent. Moreover, food gets to the guest three to f ive minutes faster,

ensuring freshness and satisfaction. Since some devices are left at the table, guests can check out on their own clock. When servers carry hand helds, they can be pinged on demand, from guests and the kitchen. Broadly, it eases the burden on serv ers who no longer have to race back and forth between terminals to place orders, return to the table, and later wait for guests to take out their credit cards or cash. Some studies suggest servers end up visiting tables twice, instead of five times. Rom Krupp, CEO of solut ions provider OneDine, says handhelds optimize labor and table throughput. At many restaurants, prime-time lunch or brunch lasts about 60 to 90 minutes and includes time for guests to be seated, eat, and return to work, while the servers go table-to-table and then stop at a point-of-sale termi nal to type in their orders. “From the moment the guest says he wants to eat, it’s dead time,” Krupp says. “It slows down your throughput so you can’t serve as many customers.” When restaurants employ hand helds, the guests pay the check on their own, using Apple or Google Pay or credit cards, join loyalty programs, and enable multiple guests to pay their separate checks at once. Their usage obliterates what Krupp describes as “line busting,” where guests see seven people waiting and walk away because it takes too long, particularly at lunch when they are pressed for time. In quick service, brands can cut down on cashier staff. With drive-thrus, staff enter the lane, {CONTINUED ON PAGE 118}

QSR FSR

Handheld devices crossed cate gory lines as COVID cracked wide a world of digital adoption, bringing a tech-centric spin on service into an experiential-driven segment. But are they improving customer experience at sit-down restaurants? The companies behind them contend handhelds enable servers to turn over tables 20 percent faster and, in turn, boost revenue by

PAYING AT THE TABLE CAN EXPEDITE SERVICE AND MAKE CUSTOMERS FEEL MORE SECURE.

ADOBE STOCK: PAYING WITH SMARTWATCH / DAVID PEREIRAS, CONTACTLESS TECHNOLOGY / HODA BOGDAN

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INDUSTRY-WIDE ISSUE

MARCH 2023