Restaurant and hotel sectors becoming more diverse

Restaurant and hotel businesses are becoming increasingly diverse. Chain operations, food courts, pop-up restaurants, loyal customer programmes, omnichannelling and mobile solutions have all become industry trends.

Solutions for hotel, catering and leisure centre operations

Individuals’ access to leisure time has increased and the expectations of leisure time activities have also changed: consumers want inspiring, entertaining and personalised service experiences. Consumer demands and a challenging market environment require simultaneous improvement of customer service and enhancement of operational efficiency.

Better customer service, more efficiently

Restaurant and hotel businesses are becoming increasingly diverse. Chain operations, food courts, pop-up restaurants, loyal customer programmes, omnichannelling and mobile solutions have all become industry trends.

A good ERP system helps hotels, leisure centres and restaurants track sales and manage events. Even small businesses can use the system to operate several locations in the manner of a restaurant chain.

A solid information system offers opportunities for the development of business operations. Strong management improves margins and reduces disruptions as well as waste. Accurate and real-time sales monitoring helps companies manage recommendations, prices and work shifts.

The system helps companies plan programmes, such as upselling as well as campaigns, and allows them to send personalised offers to customers’ smartphones. Wait staff can use mobile applications to access all the information they need while at the customer’s dining table.

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Henry Kaunislehto

Henry Kaunislehto

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Restaurants

Restaurant sector a fast-moving and demanding business

A successful restaurant is able to centrally monitor and manage all dining area and kitchen activities. Customer service, meal orders, communication with the kitchen, and raw materials and preparation instructions are the most important operations and must flow smoothly. For example, information about side order options for meals and nutritional content must be provided quickly. The application of loyal customer benefits and payment transactions must work together seamlessly. This ensures that table orders enter the workflow queue in order, meals are prepared on time, bill splitting and calculation is easy, and card payments transpire quickly.

From customer experience to added value

Outstanding service and superb experiences are the best competitive currency. A unique experience can be generated when personnel take customers on an imaginary guided tour to the country from which a meal’s ingredients and theme come. In such cases, the customer would enjoy the wait staff’s knowledge of wines, get additional information about the dishes from the chef, select a personalised meal and visualise the experience. This would all be possible if restaurant personnel have adequate information about wines, recipes, countries of origin and ingredients they could share with customers.

A sound information system supports consumers’ customer experiences by separating the preparation stages of meals, providing accurate preparation instructions and methods, and indicating when meals are ready. In this way, the chef can begin preparing appetizers before the dinner guests have selected their desserts.

Additionally, wait staff communicate with the kitchen about possible special requests from customers (for example, steak cooking time, gluten-free options, selected side dishes or omitting some ingredient). The system reminds waiters of varying offers either for clients recognised as loyal customers or based on selection of a certain product, at which point the campaign related to the product is automatically activated.

A successful restaurant needs an ERP system

A good ERP system helps restaurants track sales and manage all activities. There is a shortage of labour in the restaurant industry and restaurant locations experience staff turnover. Working time can not be spent on learning how to use different devices and systems. Therefore, the best solution is a single, centralised, easy-to-use information system that works logically. Direct-managed processes reduce any possibility of making mistakes.

Restaurant information systems indicate customers’ waiting times, progress of an order in the kitchen, or a customer awaiting a bill. Information needs to be quickly available to avoid constant running back and forth to POS terminals. An effective restaurant ERP system provides:

  • Effortless meal orders and payment transactions
  • Mobile payments are more than just card payments
  • Gift cards promote commitment and are a meaningful gift
  • Customer-focused service delivery is managed by effectively gathering customer feedback from all channels

Hotels

Flexibility an important competitive advantage in the hospitality sector

Hotel guests want more options, additional information, special offers and opportunities for variety. Information systems should support all service modes.

When clients have extra time, they should be able to find all available services, information about how to access them and relevant offers. Guests should be able to reserve services using mobile applications or self-service devices, or through customer service representatives. Customer service reps should be able to see the reservation status for all services using a tablet, and make reservations and bill guests’ hotel rooms for the service.

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