Blog #4

In this article written by George Koroneos it explains how restaurants are now taking advantage of wireless technology. Some restaurants are trying to attract more customers by simply offering free wireless internet access to their guests, while others are using wireless in many other ways. One way that wireless internet is used is through electronic comment cards. Bd's Mongolian Barbeque decided that they were not getting enough feedback from paper comment cards so they implemented an electronic comment card into their restaurant. Now that they have started using this their feedback has risen to 92% of all of their guests. Some questions also enable the manager to be informed when a guest is not happy with their experience. For example if one of the questions were, "would you return to Bd's again after your experience today", and if the guests replies no then the manager is immediately paged and can go over to the table and try to fix the problem. Another wireless technology that is being used in the restaurants is a system that manages guests seating and waiting times. The guests enjoy this service and believe that it helps in cutting down waiting times. Another benefit of this system for the restaurant is that they are able to analyze their average wait times and gather information about repeat customers. The wireless internet also enables the restaurants to use hand held POS systems which also cuts down on order times. Friends Coastal, located in Louisiana implemented a hand held POS system and they believe that it is one of the most beneficial systems they have added. It helps with order times, guest service, turning tables, and makes payment easier as well. Instead of the server having to take the credit card and walk away it is done right in front of the customer.
I believe that it is a great idea for restaurants to be using wireless technology. There are so many benefits to this technology that it does not make sense not to use it. I have been to plenty of restaurants where the comment cards were paper and they came with the check, and I do not think I have ever filled one of those out. But if there was an electronic comment card I would definitely fill it out because it is different and interesting. The great part of the system is the feature that the manager can be paged in response to a question. This allows the restaurant to try and understand any problem that the guest may have had. Instead of the guest walking out unhappy this system allows you to change the outcome to hopefully a more positive one for the guest. I also believe that the hand held POS system is going to become more popular and will start becoming a must have instead of a choice. Some critics believe that the system takes away from the guest service because the server must look down at the screen instead of looking at the guest. In opposition to this the believers in the hand held system say that the guests service goes up because the guest is so interested in the system. This debate will soon be resolved as more and more restaurants begin to implement it. One great benefit of the hand held system is the ability for the check to be paid right in front of the guest. With identity theft being a big topic in our industry this system allows the guest to never lose sight of their credit card.

Koroneos, George (2007 October). Going Mobile. Hospitality Technology
http://www.htmagazine.com/HT/archive/1007/1007_05.html

Blog 3 source

Powers, Vicki (2007 March). Click to Order. HT Magazine.
http://www.htmagazine.com/HT/archive/0307/toc_mar07shtml

Blog Assignment 3

In this article written by Vicki Powers she explains a new online ordering system that many restaurants are now implementing. The purpose of this new online ordering system is to allow customers to place orders within one day of when they want it. This online system helps the restaurants during peak hour times. Charlie's Bar-B-Que located in Texas is now using this online ordering system and it has enabled them to cater to more customers during their busy lunch time. Before the use of this system they were not able to provide the level of service that they try to achieve because they just had too many calls coming in for to go orders. Now instead of rushing customers or putting them on hold they are able to refer them to their website to place an order. Another benefit according to Timmy Yan who owns a full service restaurant in San Francisco is that online ordering is cheaper then paying for a second phone line and an employee to handle it. It is also very important to pick the right online system which corresponds to the target market of your restaurant. For Demerius the owner of Charlie's Bar-B-Que, simplicity was the most important concept that he was looking for when he was picking a system. He wanted the use of this system to be very convenient and easy for his customers. The system also encourages more up selling and more options for the customer that an employee handling the phones would not be able to do. Online ordering is becoming very popular and is very beneficial for restaurants because of its affordability and effectiveness.
I think this new idea is great for restaurants. I have experienced this new type of ordering and it is extremely easy and convenient for the customer. One of the biggest benefits of this ordering system is that it decreases the chance of the order not being correct. When there is a person who is taking the order over the phone there is a much greater chance of the order getting messed up then if the order is done over the system. One of the great features which they talked about in the article was that the customer will get a confirmation call of their order within fifteen minutes of the order being taken. I believe that this ordering system will become very popular with business people because of the high demand during lunch periods. Instead of a business person having to wait on a line when they go out for their lunch, they can pre-order their meal the day before and it will be ready for them the exact time that they wanted it to be. I believe that this system will also help out the kitchen because instead of getting a bunch of different orders at the same time they will be able to already know what orders need to be done at which times. This new online ordering system has many benefits for the restaurants and the consumer. Since it is affordable and it has proven to be effective I do not see why every restaurant would not consider implementing it into their business.