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lkastwood

Tablets Are Making Waiters Obsolete - Business Insider - 0 views

www.businessinsider.com/making-waiters-obsolete-2014-6

hospitality technology business tablets emenu waiters chilli's

shared by lkastwood on 23 Sep 17 - No Cached
  • The casual dining spot has recently introduced tablets in dining rooms nationwide that customers can use to place orders, browse the menu, and entertain otherwise noisy children.
  • As tablets in restaurants go, Chili's has become a standard bearer. They just announced the introduction of 45,000 Ziosk tablets in 800 locations.
  • But Chili's is not alone in this push toward automation. Applebee's announced the installation of 100,000 tablets last December
  • ...5 more annotations...
  • Some major chains have already made the bet. Buffalo Wild Wings announced a big tablet push in March, promising to have them in all North American stores by the end of 2015.
  • E la Carte cofounder and CEO Rajat Suri argued that tablets are designed to work alongside human employees, not replace them.
  • These enhancements are geared toward increasing customer satisfaction and driving up revenue. Patrons are far more like to buy a restaurant gift card or buy dessert if they're pleased with their dinning experience at the end of the meal. 
  • Tablets are also making life better for waiters with the help of some behavioral science.
  • This tablet tsunami suggests waiters might not be getting the job done.
  • lkastwood on 23 Sep 17
     
    Sam Colt wrote an article for Business Insider titled Tablets Are Making Waiters Obsolete - An Chilli's Is Leading The Way. This article bothered me a bit, because knowing what I know about Hospitality we build our brand around customer service and customer satisfaction and how can we do that if we are eliminating the person to person interaction. In his article Colt mentioned Chili's "has recently introduced tablets in dining rooms nationwide that customers can use to place orders, browse the menu, and entertain otherwise noisy children". I understand the thought behind keeping your guests entertain while they wait for service; however, I believe it should be just that, entertainment not self-service. Dine in restaurants should not be treated like a fast food restaurant and guests should expect a reasonable wait time. Having that person to person interaction makes a dining experience more enjoyable. E la Carte co-founder and CEO Rajat Suri argued "if someone does not want to spend time with a server, they're going to ignore the server anyways." My thoughts are why would you dine in a restaurant if you do not want to be severed, why not go to a fast food restaurant. Chili's states the tablets are solely for increasing customer satisfaction and increase revenue and suggests the tablets are making the life of waiters better.
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