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akallison93

Panera tests ghost kitchens, mobile kitchens, virtual catering - 0 views

  • Coming off a year of innovation during the pandemic, Panera Bread is looking to go all-in on convenience technology in the future, with ghost kitchens, mobile kitchens, virtual catering, and redesigned drive-thru lanes already in the works
  • ted about
  • “We are excited about creating our vision of the next generation of Panera,” Chaudhary said. “This next generation [of Panera stores] will use 5-6 disruptive ideas to drive greater customer engagement.”
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  • “These are the kinds of things we are thinking of recreating and redefining for the Panera of the future, which is going to be more off-premise-oriented, and led by technology and convenience,”
  • Besides smaller physical footprints, other aspects of Panera 2.0 will include delivery-centric ghost kitchens and mobile kitchens
  • An online version of catering will look like all of us sitting around a Zoom meeting with our food arriving at the same time
  • That is a disruptive way of serving the same needs consumers have in a different way that is more convenient and relevant in a world that looks different.
  • The pandemic has changed the way operators should approach convenience technology
  • Chaudhary said they’re looking at other forms of technology like touchless kiosks where instead of tapping a screen to place their order, customers might use hand gestures instead like giving a thumbs up, for example. This way, they can leverage consumer needs for contactless experiences without sacrificing engagement.
  • A disruptive model is a hybrid of both [third-party and in-house delivery],” Chaudhary said. “We might leverage our existing drivers for orders and every time we need some help, we can outsource it. These are examples in this new world of us being able to innovate, to improve and strengthen our business model
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    The article explains how Covid-19 has affected the dining industry and how companies have to adapt. In this article, specifically, it talks about how Panera is implementing ghost kitchens, changing how they approach catering, and how they can keep their consumers safe in a post Covid-19 world. Many hospitality based businesses are changing the way they operate, permanently, because of the pandemic.
Jessica Schwec

7 technologies that are transforming the hospitality industry | Hospitality Magazine - 4 views

  • Despite the many changes that are being brought on by these technologies, the truth is that they are there to enhance, not to replace, the core offerings of a hospitality business.
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    The hospitality industry is experiencing a technological transformation. Current technology is improving and being put to better or new uses. According to this article in Hospitality Magazine, there are seven technologies that are taking the industry by storm. 1. Online Booking Systems I agree with the many industry insiders that now consider an online booking system essential. Penetrating the online marketplace is an absolutely mandatory part of the formula for success. However, opinions differ when it comes to how to accomplish this aspiration. As expressed in the article "Taking back control of the direct channel for hotels" posted on the class ScoopIt!, using online travel agents as a properties online booking system has easy setup and maintenance but lacks true customization and can put a sizable dent in profit margins, but building and utilizing a 100 percent customized system does not necessarily grant instant access to hundreds of travels sites on the web. Over all, I am of the opinion that online travel agents are still the best option-for now-because the pros out way the cons. 2. Electronic Point of Sale (EPOS) Primarily used for mobile or self-ordering, EPOS systems can replace waitresses' use of paper orders and remote/hidden POS systems. In my opinion, this streamlines the look of the restaurant floor and provides better and more instantaneous service. Panera Bread uses self-order tablets as some of their locations that allow customers who know what they want to order traditional menu items quickly and independently. Having used this system, I find it more of a novelty than a convenience because the system isn't exactly self-explanatory. Currently, the technology is much more enjoyable as an aid to waitresses where the restaurant can experience increased efficiency and a higher standard of service while guests can experience the "that's cool" factor without the frustration of having to navigate the service themselves.
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    3. Customer Relationship Management (CRM) CRM technology provides efficient electronic storage and management of contracts and customer information and many versions also feature cloud-based applications that provide easy access to frontline employees. Electronic storage and online back-up are not totally new ideas (i.e. the floppy disc) and despite the long way these technologies have come is, in my opinion, not enough to do away completely with paper back ups. Even with electronic files, my previous property kept basic papers for 1 year and more sensitive files for much longer. Basically, CRM technology is something we should utilize more, but I doubt many will do away with a paperback up system anytime soon. 4. Marketing Automation Automatic email and text communications have been made possible by the development and improvement of marketing automation technology. Having worked with this type of technology, there is not an overabundance of companies/technologies from which to chose; however, the technology available various greatly in effectiveness and quality. In my opinion, Constant Contact is the best marriage of quality and ease of use for marketing automation technology available. This type of marketing can really step us a properties game, but beware of poor performing products. 5. Social Media According to the article, photos are the most popular posts by social media users, but the arena has become a bonafide space for reviews. While sites such as TripAdvisor and Expedia provide a niche arena for travel/tourism/hospitality related communication, general social media sites also invite open, unfiltered discussion. Whole social media is BIG, it is important for companies to assess and utilize only the social media outlets that their demographic are actively using.
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    6. Smartphones Smartphones are already super convenient. They are constantly being integrated and synced with our daily lives. Applications such as Apple Pay, in combination with CapitalOne, have provided another level of integration. Currently, there is talk and work on guests being able to use their cell phones as hotel room keys but I wouldn't be surprised if in the future we will have QR Code or RFID storage for our driver licenses, insurance policies and other important information. 7. Smart Appliances A part of American households for sometime, smart appliances are beginning to make their way into the hospitality industry. Luxuries such as electronically controlled blinds, thermostats, lights and more are something we can expect to see in hotels sometime in the future. My biggest concern is the time between now and implementation because while these products are available for purchase by consumers directly, they have not taken off nor seemed to gain any ground in the typical household. Could the hospitality industry be just as slow to adopt these technologies? I believe that it is likely so-mainly due to the high cost of implementation. In conclusion, technology is still advancing and most industries are feeling the pressure to update existing technology and adopt new technology. In the hospitality industry this is especially true.
alhmcr

Technology is on the MENU.: Discovery Service for FIU Libraries. - 1 views

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    The premise of the article is based around the future of Quick Service Restaurants (QSR) and food delivery services within the industry. Within it is the premise it states that the Total Addressable Market for delivery will increase from $60 billion to $220 billion. Furthermore it notes that Amazon's acquisition of Wholefoods and the use of technology in more traditional restaurants may effect QSR performance. That being said though QSR like McDonald's, Dominoes, and Panera, have spent a considerable amount on their I.T structure to further compete with the trend.
tredunbar

Restaurant Tech Investment And What it Means For the Industry - 0 views

  • Investment in restaurant tech has the potential to transform how chains operate, manage staff, create value, and increase sales
  • half of restaurant operators describe their use of tech as “lagging
  • The sheer scale of options, from upgraded POS systems to automated kiosks, makes it tempting for CEOs and other chain executives to leave tech to the experts.
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  • cost and the time it takes to implement new systems
  • an integrated guest experience enabled by the technology and ultimately powered by something else: operational execution and capability
  • one in four guests factors in technology when deciding where to eat
  • startups will continue to unveil the capability to solve problems unique to the restaurant industry
  • chains that best harness those capabilities will create significant value and differentiate themselves, while others will increasingly find themselves at a disadvantage
  • the best indicator of success is the commitment of company leadership
  • The challenge will be tying two very disparate industries — tech and food service — together
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    This article details the importance that investing in new technology has on the restaurant industry. Many restaurant concepts like Panera Bread have made it their focus to drive new technology in their restaurants and have seen an incredible and continuous ROI. The article cedes that those who take a "wait-and-see" approach will find themselves playing catch up. Attributing to this is the fact that technology is generally considered old by the time it has worked out any potential issues.
smones

Big Restaurant Brands Dive Into Grubhub Era Of Delivery Rivalry - 0 views

  • "There's a growth problem for a lot of restaurants in the U.S. Many fast-casual dining-type restaurants are mall-based or attached to retail spaces and consumers are just not going there as much," said Tom Champion, a Cowen analyst who follows Grubhub. Grubhub stock has shot up 141% from a year ago.
  • a millennial generation shift.
  • They typically share 20% to 30% of a bill with third-party delivery services. That matters in an industry with 10% to 15% operating margins and high fixed costs, including rent and staffing.
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  • home delivery services enable consumers to order from a restaurant that might be 5 miles away as opposed to one around the corner, Solochek says.
  • "We're going to see more and more quick-service chains begin to try out delivery," he said. "The margins associated with third-party delivery may be slimmed down. But, the question for restaurants is, 'If I don't do it and I'm not delivering my food, am I in the game anymore? Am I in people's consideration? It boils down to being an opportunity cost. The hope is that at some point people will like the food enough to come in and sit down."
  • In some cases, menus posted on mobile apps may be priced a bit higher to offset revenue-sharing with delivery partners, she says.
  • Restaurant stocks received a boost as the industry's same-store sales rose 1.5% in April, the best restaurant industry gain in 2-1/2 years, says Black Box Intelligence.
  • Millennials think about cuisine in global terms, says Warren Solochek, a restaurant industry analyst at NPD.
  • If something goes wrong with a delivery order, it's usually the restaurant that gets the blame, according to Consumer research firm NPD, not the likes of Grubhub (GRUB), Uber Eats, DoorDash or Postmates.
  • Wingstop is not the only national restaurant brand with good reason to be testing home delivery services. Also testing or charging ahead with food delivery services are McDonald's (MCD), Yum Brand's (YUM) Taco Bell and KFC, Chipotle Mexican Grill (CMG), Shake Shack (SHAK), Zoes Kitchen (ZOES), Panera Bread, Bloomin' Brands' (BLMN) Outback Steakhouse, and others.
  • While restaurants may test food delivery with a few service providers, they'll usually settle on one to ensure that the process runs smoothly, says Cowen's Champion.
  • The result had lifted the Retail-Restaurants industry group to a top 10 ranking at the start of May among the 197 industries tracked by IBD.
  • The big picture is that consumers buying goods at Amazon.com (AMZN) and other online businesses are doing less of the traditional brick-and-mortar shopping. That means they're also not stopping off to eat on the way home or getting takeout food.
  • "If you're turning a transaction into a less-profitable transaction, that isn't doing any good," said Bartlett, "but if it's a transaction you wouldn't have had in the first place, then it's a positive."
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    This article discusses the increasing demand for e-commerce and third party delivery in the food and beverage industry, as well as the costs associated with it. Restaurants are currently facing a growth problem in the United States as foot traffic has declined due to a "millennial generation shift" that sees diners doing more in their homes, while third party companies like Grubhub have seen it's stock rise 141 percent from a year ago. For many restaurants, it is a matter of opportunity cost. As explained in this article by Warren Solocheck, a restaurant industry analyst at NPD, "We're going to see more and more quick-service chains begin to try out delivery," he said. "The margins associated with third-party delivery may be slimmed down. But, the question for restaurants is, 'If I don't do it and I'm not delivering my food, am I in the game anymore? Am I in people's consideration? It boils down to being an opportunity cost. The hope is that at some point people will like the food enough to come in and sit down." I found this article very interesting as a General Manager. We recently decided as a brand to begin offering delivery through third party services as we noticed a decline in covers leading to a decline in revenue. This new revenue stream, although at a higher cost, still brings in revenue that we would be missing out on either way. We also offer free appetizer cards for a consumer's next in house visit to help attract new guests.
kakaboshi

Tech Viewpoint: Three interesting on-demand food delivery trends - 0 views

  • Customer appetite and constant connectivity are driving innovation in the online delivery space for food retailers.
  • Here are three trends to watch in on-demand food delivery.
  • Retailers and on-demand delivery providers are starting to recognize the communal nature of food by offering different types of group ordering options.
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  • Group ordering
  • Some retailers are also open to offering delivery via a variety of proprietary and third-party platforms.
  • Multiple platforms
  • The average food delivery consumer has two delivery apps, according to a recent survey from US Foods.
  • Respondents are slightly more likely to start with a restaurant in mind and look for it in the apps (54%) than start by opening the app and then looking for ideas (46%), giving more incentive to offer delivery via multiple platforms.
  • Wherever you go, there your food is
  • Intrepid retailers are delivering food to remote locations that may offer few or no other dining options.
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    This article talks about three new innovative trends in the online food delivery market that satisfy the highly connected consumer: Group Ordering, Multiple Platforms, and Remote Location Delivery.
kakaboshi

Ready When I Get There: Mobile Takeout Is A Rising Restaurant Trend - 0 views

  • At the moment, about 20% of diners are using a pre-order option, according to a study from BRP and Windstream Enterprise. But mobile pre-ordering is used by about 32% of millennials, the study found. "They are less likely than older generations to dine out and more inclined to order their food for off-site consumption,"
  • Pre-ordering can save money, since many delivery apps charge a fee to bring food to your door. There's often a service charge, too, and the diner is generally expected to tip on top of those costs.
  • Plus, delivery times can be unpredictable, and food may not be in optimum shape once it arrives.
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  • Getting food at the source saves those fees, and even if the diner tips, it's often only a dollar or two for a single meal, more if the order is larger. And the diner has the option of where they'd like to eat their meal. They can sit down in the restaurant, take it home or go someplace else.
  • Pre-order has become a standard feature for some of the country's leading fast-casual restaurant brands, including Panera Bread, Shake Shack and Chipotle, while quick service brands such as McDonald's, Starbucks, Dunkin' and Domino's also have adopted it.
  • Given how quickly the restaurant world is being transformed by digital ordering, it seems a bit surprising that only 26% of restaurants surveyed had such mobile point-of-sale technology
  • But 59% of restaurants said they plan to add it in the next year.
  • Beyond that, about 18% of restaurants have technology allowing customers to order at the table, like the tablet screens deployed at Applebee's. However, 52% said they would add the capability in the next two years.
  • The digital shift seems all the more urgent when it comes to the role that mobile devices are playing in dining decisions as well as the meal experience itself.
  • 53% of millennials say their visits to a restaurant are influenced in some way by digital technology, from being able to search a menu online, to reading reviews, to scrolling through Instagram photos, and posting their own after. For all diners, the figure is 40%.
  • But a new study of restaurant guests and executives has found that an increasing number of people want another option: the ability to order food in advance via mobile apps and have it waiting for them when they arrive.
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    There is a new trend of diners opting to pre-order food through their mobile app and go themselves to pick up the food. This allows them to lower the cost by not having to pay delivery fee, and service charge. It also allows for the food to be more consistent and give them the flexibility to eat wherever the customer prefers either in the restaurant or out. About 20% of diners are using the pre-order option (32% millennials), however only 26% of establishments have the mobile POS technology but 59% of restaurants surveyed plan to add in the next year. About 18% of restaurants have technology allowing customers to order at the table, however 52% said they will add this in the next 2 years. Restaurants are starting to react to the trend from consumers where 53% of millennials mention that the restaurant they choose will base on the digital technology they have including online menu, read reviews, look at Instagram pics, and post their own.
andreae22

My Head in the Clouds (computing): A Case Study of a Restaurant Group Embracing Off-Sit... - 0 views

  • These applications simplify daily tasks for management teams and staff, which will ultimately leverage senior management down to focus on the bigger picture
  • he year was 2010 and the impending doom of PCI Compliance was upon us.  At best, our network infrastructure was dated and we needed to act quickly to get it into compliance.
  • CI Compliance is an almost unachievable set of network security standards designed to protect the credit card giants, who already charge them way too much for credit card processing and continually squeeze them with a plethora of monthly fees. 
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  • The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment
  • he restaurant industry is also plagued with security breaches, including large chains such as Darden (Cheddar’s), Panera Bread, Sonic and Arby’s.
  • Operators must identify network vulnerabilities, physical vulnerabilities, and operational vulnerabilities that could result in a credit card breach and fix them.  In summary, it is a painfully tedious, extremely time consuming, and potentially expensive process
  • It is extremely important for the security of our guest’s payment information, both for ensuring trust with our customers and limiting legal liabilities
  • PCI DSS is mandatory for any and all businesses that accept credit cards.  It involves a process of assessment, remediation and reporting.
  • egacy systems such as Positouch, Micros, and Aloha are bulkier, more expensive, and much harder to program and implement.
  • In a nutshell, PCI DSS forced us to upgrade our network, which ultimately allowed us to operate in the cloud.  This unintended outcome to a painful requirement was truly a blessing in disguise and it pushed us into new territory – the cloud!
  • IBM defines cloud computing as “the delivery of on-demand computing resources — everything from applications to data centers — over the internet on a pay-for-use basis.”[iii]
  • ud computing can streamline our operation.
  • The first order of business was to get our network infrastructure in order.
  • Toast
  • It is extremely intuitive, like using a smartphone, thus needing very little training. As wireless POS solutions evolve, legacy systems will eventually be phased out.  It is only a matter of time.
  • EMV (Europay, MasterCard and Visa) is another set of regulations that are coming to the restaurant industry. “EMV is a global standard for cards equipped with computer chips and the technology used to authenticate chip-card transactions.”
  • Pay My Tab will fully integrate with our POS system and eliminates many bulky PCI DSS requirements.
  • llows for remote access, allowing management to check flow of service, identify unique reservations, and make sure that waitlists are being managed appropriately. 
  • good communication is key for making sure work-life balance is maintained.
  • An area which the cloud has really saved our restaurants time is with food & beverage inventories. 
  • This has greatly improved productivity and allowed our management teams to communicate in real time.
  • Our office hardware now consists of much less expensive “Network Computers”, which do not require expanded memory for giant program
  • Although the solutions highlighted above create efficiency and save time, they do not serve guests and they don’t understand the art of hospitality
  • It is imperative that as restaurateurs we continue to create a positive environment, embrace innovation, and engage and train our employees in the art and skill of hospitality.
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    This article is an case study on how one restaurant group could use cloud computing to improve their business. By not only securing the companies information by the customers as well. Reviewing the key points of sales interactions between customers and the restaurant, like the POS, Tableside payments, reservations and management assistants.
kbakermhd

Walmart and Target Have a Big Problem They Don't Want to Fix - TheStreet - 0 views

  • Retailers and restaurants love to push work off on consumers under the guise that it's somehow better for them. It's like when you order a bagel and a cup of coffee at Panera Bread and you get handled, a blank bagel, frozen butter or cream cheese packets, and an empty coffee cup.
  • Letting me customize my coffee in an app as Starbucks (SBUX) - Get Free Report does is customer service. Handing me an empty cup and pointing me toward a carafe with a milk and sugar station is the exact opposite.Self-checkout is the same principle. If Target (TGT) - Get Free Report or Walmart WMT offers a few stations where people in a hurry can opt to check themselves out, that's very different than replacing your cashiers with automated checkout stations. That's not about convenience, it's about saving money.
  • And, yes, self-checkout has increased shoplifting, but it has also gone from being a convenience offered to customers to a cost-saving method for stores. It's automating an area where people do a better job in a lot of ways.
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  • sacrificed a chance to connect with your customers.
  • Human interaction and connection building can't be automated. Some tools may aid in that relationship, but ultimately people matter.
  • Automate the things people can't see and put as many human beings into helping customers and building connections as possible
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    This article discusses the controversial self-checkout model in major chain stores such as Target and Walmart and the cause and effect of labor issues and how other scenarios appear to be encouraging a time when this model replaces human checkout entirely. It was reported that Walmart loses 3 billion every year to customer and employee theft. For the most part, retailers have been thinking about self-checkout through a financial-savings and customer-experience perspective. But inherently, that means there's going to be less eyes on a transaction, less human interaction and more opportunity for shrink.
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