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Trends, Tips and Training

How restaurants are bringing technology tableside and beyond in 2021

Throughout the pandemic, we've kept a pulse on shifting consumer behaviors and the impact on restaurants. Our latest Dining In and Out 2021 Consumer Trends report showed a major shift in consumer behavior and loyalty. Our research shows that now more than ever, consumers are expecting their favorite restaurants and brands to invest in new technology that make curbside pickup and mobile ordering easier. Recently, our partners at Bluedot released their third annual The State of What Feeds Us report and uncovered some similar trends around customer expectations vs. reality when it comes to drive-thru, curbside, wait times, mobile apps, and more. No longer do restaurant brands need to speculate which behaviors will remain beyond COVID-19. The data collected between these two studies highlight a major shift in how technology will shape the future of the Food and Beverage industry and answers questions such as: What are the deal-breakers for consumers around order pickup? 80% of consumers will leave or consider leaving when they see a long line (more than 6 mins of waiting). Who is winning the app usage battle: restaurant apps or 3rd party delivery apps? Restaurants are winning the battle with 3rd-party delivery apps. 79% of consumers order directly from restaurant apps more than once a month. What do consumers expect curbside pickup to look like and how does that compare to reality? Logistics is the new customer engagement. As anxiety has decreased, consumers are more impatient than ever concerning wait times. Customers are ready to return to a new normal – but they’re expecting new innovations from their favorite restaurants as well. In what is expected to be a highly competitive reopening market once global stay-at-home orders are lifted, restaurateurs need to invest in the right restaurant technology now.  Restaurant POS systems with open API, cloud-architectures have gone from a “nice-to-have" to a "must-have" for restaurants. Download the full State of What Feeds Us report from our partners at Bluedot and uncover actionable insights for restaurants and the industry at large with Oracle's Dining In and Out 2021 Consumer report. Looking Forward with Oracle There are many exciting new changes just around the corner for the F&B industry and Oracle is happy to continue the conversation about the future of QSR during our spring Virtual Connect from April 27-29th.  Be sure to register today and join our customer break-out session with Amer Wahab, Chief Operations Officer, Kettleman’s and Emil Davityan, Co-Founder, CEO, Bluedot at their panel, Personalizing quick service: Serving up a unique brand experience. Register for the keynote session that best suits your schedule: Register for April 27 | 11AM ET Americas & EMEA Opening Session | Register for April 27 | 7PM ET APAC Opening Session

Throughout the pandemic, we've kept a pulse on shifting consumer behaviors and the impact on restaurants. Our latest Dining In and Out 2021 Consumer Trends report showed a major shift in consumer...

Top 7 Customer Marketing & Loyalty Tactics for Recovery and Reentry

As states are looking to and beginning to reopen in what has become the new normal, restaurants find themselves on the cusp of opening their doors once again. To successfully move ahead they need to understand the new marketplace and adjust their communication and marketing strategy in order to preserve a strong customer base. Ensuring a smooth reopening, will require restaurants to cater communications and daily procedures to the cautious consumer, using the proper channels and resources to promote a sense of safety and security about their industry, letting customers know that the doors are open, it’s safe and ready for business. With restaurants being such a vital part of our community, businesses that continue to adapt to the ever-changing industry landscape will ultimately recover from the pandemic even stronger. Below we have outlined seven best practices to guide communications around reopening. 1. Deliver timely communication to all stakeholders Develop a communications plan that provides a cadence for information that addresses the needs of headquarter employees, local franchisees/store managers and team members, who are your front-line ambassadors   Deliver up-to-date information on the topics of managing employee health, personal hygiene for employees, enhanced food preparation and operation safety protocols, new customer interaction guidelines, and established food pick-up and delivery safe practices   Maintain a two-way dialogue so franchisees and store managers can provide insight into local government mandates that may differ from the national government during the reentry phase 2. Build trust across all channels Continue emphasizing new cleanliness and safety protocols through digital channels as well as with local store signage     Deliver customer-first messages through an omnichannel approach including, email, text, push notification, and social. Important Reminder – Remember to reschedule any previously discontinued campaigns, such as birthday messages that should restart with the reentry phase   Gather, act on, and measure customer feedback to keep a pulse of changing customer sentiment and expectations during your restaurant’s recovery and reopening for dine-in  3. Refresh website content Provide transparency into the new health and safety procedures you’ve implemented for employees, food and business operations, and guest interactions   Highlight each location’s current options for dining-in, online ordering for order ahead or for carry-out, curbside delivery, or contactless delivery  4. Update your Google My Business (GMB) listing pages Include current operating hours and available food service options   As temporarily closed locations reopen, reinstate your hours   Continue to check in with GMB as they have announced review replies are now available and that Q&A will gradually return by country and business category. They’re also gradually publishing delayed user reviews and photos submitted to Google Maps. 5. Create digital campaigns Invest in digital campaigns to match the emphasis on digital operations your restaurant has been pursuing   When your restaurant is reopening for dining-in, create digital campaigns that welcome your guests back and highlight your new health and safety guidelines. Get creative with incentives to drive customers to dine-in again.   Show appreciation for all your customers and continue to provide food service options that meet the needs of those guests still looking for contactless payment and delivery.  6. Leverage and monitor social media Use social media broadcast posts to update customers on new dining-in operations and hours   Continue to provide branded content to further build your following, for example share how-to or recipes using your menu items   Add additional keywords related to your reopening such as #dinelocal, #reopen, and #welcomeback 7. Analyze paid search and paid social Monitor changes to state and local government dining-in mandates as more states are allowed to reopen search results will be impacted and adjustments will need to be made   Brands with international locations need to consider how to shift marketing dollars based on changing countries’ recovery and reopening processes   Automation may be lagging behind trends and you should consider switching to a manual process giving yourself the most control so your dollars are put to work in the most efficient way possible By aligning communication strategies across all channels and setting strict health and safety standards company-wide, brands can draw a loyal customer base that will help them recover from the pandemic and position themselves for continued success. For more information about Punchh and Oracle MICROS Simphony, visit our listing in the Oracle Cloud Marketplace. Register for Oracle Food and Beverage’s Spring Virtual Connect We warmly welcome you to join us for Virtual Connect, April 27–29, 2021. Take part in conversations throughout the event as we come together to showcase the technology and strategies that drive growth and highlight the latest innovations across our product portfolio.

As states are looking to and beginning to reopen in what has become the new normal, restaurants find themselves on the cusp of opening their doors once again. To successfully move ahead they need...

POS Integrations

The 2021 Guide to Restaurant POS Equipment and Hardware

Just a few decades ago businesses could operate as cash-only establishments without an issue. However, recent advancements in technology have shifted consumer preferences towards engaging with restaurants through a variety of sales channels using devices that didn’t even exist all those years ago. To stay competitive small businesses have to manage everything from online ordering and delivery to inventory management, and more. Cloud-based point-of-sale systems are quickly becoming the gold standard for businesses looking to modernize and streamline their operations, reduce complexity of IT at the restaurant level, quickly expand guest service and reduce costs. No restaurateur ever wants to run a complex POS system out of their kitchen. But they also don’t want to give up the gains sophisticated POS systems offer in making their businesses more guest friendly and more profitable. With cloud POS you can indeed have your cake and eat it too. All POS software, whether cloud based on not needs to run on some sort of POS hardware. Let’s have a look at what this hardware entails. What is restaurant POS hardware? Point-of-sale hardware consists of the physical equipment required to run your cloud POS system. Restaurant POS hardware is a necessity for anyone running their business out of a physical storefront. Food trucks, pop-up restaurants, and even ghost kitchens all require some level of hardware to operate their business.  Here’s a look at just some of hardware needed to outfit a restaurant: Mobile ordering and payment tablets Fixed workstations Kiosk Kitchen display systems (KDS) Printers Scanners Cash drawers Scales Purpose-built vs. consumer grade hardware There are countless benefits to investing in a cloud-based POS system and equipment – but making the switch to purpose-built hardware isn’t cheap. It might be tempting to try and cut costs by purchasing consumer grade hardware, but there’s a variety of hidden costs most people aren’t aware of. Consumer grade hardware is designed for planned obsolescence and isn’t built to withstand the wear and tear of the restaurant industry. Consumer grade hardware might be cheaper upfront but will ultimately require replacement more frequently than purpose-built hardware. Oracle MICROS hardware is purpose-built for the restaurant environment as well as optimized for the software that’s deployed on it. Every component of your hardware portfolio is designed to work seamlessly together with processing power and durability you need to operate at the speed of your business. Purchasing your workstations directly from your POS provider gives you security of knowing that your hardware will be compatible with your software now, and in the future. You also gain access to the 24/7 follow-the-sun customer support and the peace of mind that your investment will continue paying dividends for many years to come. What are the necessary hardware components of a POS system? The amount and type of hardware required to run a restaurant varies depending on the size and scale of your operation. Small businesses might only need a single tablet and a credit card reader to get started. On the other hand, multi-revenue center establishment with several diverse sales channels might need to invest in multiple workstations, tablets, and self-service kiosks. Here’s a closer look at the most common types of POS equipment needed to run a restaurant Workstations and tablets POS workstations and tablets are the centerpiece of any POS solution. Workstations allow your staff to tie all operational aspects of the restaurant together and control the entire guest experience. Workstations are also needed to control every aspect of fiscal accountability of your operations so you can minimize or eliminate pilferage and waste. POS workstations – whether fixed or mobile – need to be rugged and designed for the inevitable abuse they will endure. An ordinary touchscreen will likely suffer a fatal malfunction if a pint of beer is spilled on it and a consumer tablet will probably shatter if a server accidentally drops it – and these accidents happen more in a restaurant than any server would care to count. Fixed workstations are the powerhouse of the POS system usually commanding much higher processing power than tablets. Due to their design these workhorses of the restaurant are often employed to run critical services and applications such as payment services, printing services and various API’s that integrate with 3rd party solutions. In fact, Oracle MICROS workstations are powerful enough to run all required services right on the device, eliminating the requirement for an on-site server or back office PC. Optimally fixed workstations are appliance-like in their design: purpose-built for rapid guest service, look attractive as part of your restaurant décor and designed to last a lifetime. POS tablets bring your operations closer to the guest. They help increase guest satisfaction by improving on the speed and attentiveness of the service and also help you increase your revenues by improving table turns / order throughput. Mobile tablets have been used for tableside service, curbside pickup, seasonal service such as  patio seating, table reservations and line busting in QSR environments just to name a few. As a fringe benefit tablets may also help improve fiscal integrity by delineating between order taking and order pickup – thus forcing every order to be entered and accounted for on the POS. Optimally, POS tablets are designed to allow for processing of payment in the form of a PaTT (Pay at the Table) solution so that servers can close checks tableside, thus reducing the time it takes to turn the table. Mobile payment is also crucial in curbside pickup where the extra trip to a payment terminal would be time prohibitive. When used in line-busting, the ability to pre-process payment means the only thing left to complete is the pickup, which will dramatically increase the speed of the line. Furthermore thanks to the growing prevalence of PIN chip cards and the legislation stipulating that cards cannot leave the cardholders sight mobile payment has now moved from a nice-to-have to an absolute business essential. As it comes to the type of integration of the payment terminal Oracle MICROS advises against all-in-one built-in payment terminals since the add-on approach provides you with much more operational flexibility. With a detachable payment terminal a server would be able to leave the pin-pad with one guest while walking over to another table to take a round of drink orders. The flexibility and speed of service you can achieve with a mobile tablet / payment terminal solution will dramatically increase your wait staff’s ability to delight your guests, garner better tips and increase your revenues. Workstation peripherals It’s almost impossible to imagine a POS solution without peripheral devices. After all, you will need the ability to print a guest receipt at a minimum. But a modern POS solution might employ a large variety of other peripherals depending on the needs and style of the restaurant. These peripherals might include: Receipt printers Mobile wallet readers Integrated scales Barcode scanners Cash drawers Customer facing marketing displays Order confirmation boards   As it comes to peripherals the most important thing to question is interoperability with your POS workstations and the software that’s running on them. You don’t want your floor manager to spend Friday evening with trying to figure out why the receipt printers stopped working after an OPOS driver update. Optimally all peripherals connected to your workstations are tested and certified to work with the system and each software release is also certified to support legacy peripherals. Only vendors that maintain a wide selection of advocated hardware offers can provide you with this level of guarantee and peace of mind. Customer facing displays allow restaurateurs to provide a streamlined customer experience and vastly improved order accuracy during the order process. Customers can view their order, check total, loyalty points, and more directly from the touch screen display. What’s more, innovative use of the rear facing display allows you to capitalize on these devices to run your promotions and place them in direct sight of your guests for better impact and uptake. Using the customer facing display to drive automated intelligent upsell is one surefire way to increase average check, which is why these solutions have found such a fervent following with many counter service and quick service operators. Self-service kiosk Question: what works even better than a line-busting mobile tablet to cut down on your counter line-up? Answer: Kiosks! Self-service kiosks have exploded in popularity since these devices can dramatically increase order throughput and as a consequence increase revenues. Increasingly, larger and larger segments of your guest demographic feels comfortable with interacting on a kiosk terminal especially if the order-flow is designed in a clear, logical manner. Cashiers need to be trained and kept reminded constantly about upselling – kiosk will do that for you automatically and consistently. Kiosks will also help managing your restaurant’s labor costs especially with the recent government mandates on minimum wage. Last, but not least kiosks can help you streamline your kitchen production – especially when they are paired with a KDS (Kitchen Display System). Kitchen display systems At the first glance a KDS station appears to be a mere replacement of a kitchen order printer. But there’s so much more to KDS! The main benefit of a properly implemented KDS solution is that it helps you “productionize” your kitchen. Your chef and sous chef will finally be relieved of the burden of prep coordination and can focus on the much more important aspect of food quality and presentation. While a printed kitchen order chit is “dead on arrival”, KDS orders can be dynamically updated, bumped, timed and sequenced so a multi-prep kitchen line can work in quiet, efficient harmony. KDS SOS (Speed of Service) stations will then in turn help your expeditor to coordinate service from the pass and serving multiple sales channels such as delivery and pickup. There are entire case studies written on the operational benefits of KDS, so we won’t go into more detail here – reach out to us for more information on the benefits of a true integrated KDS solution. KDS hardware is installed in the most unforgiving part of the restaurant – the kitchen. Ordinary consumer devices don’t stand a chance surviving the conditions Oracle MICROS KDS is exposed to on a daily basis. The 400 series workstations from Oracle MICROS are purpose designed for the kitchen environment with heat and IP (Ingress protection) ratings well beyond of even these harshest places. These KDS devices have also been designed to eliminate all cabling mess helping with regular cleanup and sanitation. What does OS have to do with it? Why should you care what OS (Operating System) runs on your POS workstations? After all, you will almost never see it. Every workstation will have an OS. Most often it is some flavor of Windows. The problem with generic operating systems is that they have never been designed specifically for the restaurant business. Ask yourself this question: does your workstation’s OS really need to load fax services or does it have to have a built-in word processor? Does it have to include a media player? All these superfluous services in the OS put an additional tax on workstation resources which means you will need to buy higher-spec workstations then you would really need. Additionally, Windows, iOS, Android and more require regular security updates. How will you maintain OS compliance and what effect will regular updates have on your day to day operations? Enter Oracle Linux for MICROS. We took Linux and created a purpose-built OS from it that includes everything you need and nothing that you don’t. With Oracle MICROS Linux your OS is light on its feet and is in the service of the POS software only. It is deployed, maintained and updated from the same Cloud source that the rest of your configuration resides in. With Oracle MICROS Linux you will never have to schedule downtime for another OS security update again. What’s more, you will not have to reinstall a new OS when support for your current version runs out, or even worse, buy new workstations because they’re no longer supported. The beauty of Oracle MICROS Linux is that with it, we are in complete control of the entire POS technology stack from the hardware through BIOS, the OS (Linux) through Database (MySQL) and the application. No other vendor offers this level of control and integration and the resulting optimized system performance, reliability and longevity speaks volumes for the benefits of this one-stop-shop approach. Being in complete control of the entire technology stack gives us the ability to end-to-end test and verify your ecosystem under a unified version control of all components. Contrast this with what happens when Apple releases a new iOS update for an iPad based POS system for example. What’s more, for existing Oracle MICROS POS hardware customers that have historically been unable to upgrade to the cloud, the introduction of Oracle Linux for MICROS opens up tremendous opportunities associated with point of sale as a service (POSaaS). Since Oracle MICROS Linux is so light on its feet, older legacy workstations might very well be adequate to run the latest cloud software, allowing you to sweat the hardware a little more instead of sending it to the recycling depot. Another concern with cloud-based POS systems is their reliance on a reliable Internet connection. The loss of network connectivity can cause business to grind to a halt. This may result in the loss of thousands of dollars of revenue for every hour network issues persist. Oracle MICROS Simphony is different. The system has been architected around independent services that can be deployed across a number of workstations in the restaurant. This means you don’t need to put all your eggs in one basket like you do with a server-based system. Additionally, all business critical services such as printing, payment service, KDS service and more have been designed to be able to run offline without connection to the cloud. While offline, the CAPS (Check and Posting Service) deployed strategically on a workstation at the property level will take care of coordination of local check sharing and services. Once the connection is restored to the cloud, CAPS will synchronize all local activity with the cloud database. You may also ask what happens when CAPS goes down? If that ever happens, the Backup CAPS installed on an alternative workstation will take over duties of the CAPS. And in the most extreme case when a workstation is completely severed even from the local network, the system will still continue operating basic functions such as opening and closing checks and even payment services if your payment device offers an alternative connection. Redundancy and stand-alone resilience are basic tenets of Simphony’s architectural design. The approach helped us create a solution that enables you to take advantage of the best the cloud has to offer with none of the drawbacks. When you’re able to dramatically simplify and reduce the IT footprint at the restaurant level without giving anything up in terms of functionality and guest service finesse, you know you have made the right choice for a best-of-breed, cloud native restaurant management system. Looking forward with Oracle There’s a lot that goes into running a successful restaurant – purchasing the right POS hardware should be easy. Oracles One for One offer enables restaurateurs to eliminate what is typically a large capital expense and simultaneously upgrade their restaurant operations at a competitive price. For each Oracle MICROS Simphony POS subscription, customers can replace their existing workstation or tablet with Oracle MICROS hardware for $1. Our product experts are standing by to help create a package that's right for your business. Get in touch and we can help you calculate your total cost of ownership so you can make an informed decision quickly. Reach us by phone: US: +1 866-287-4736; UK: +44 207 5626 827; AU: 1300 366 386; LAD: 52 559 178 3146)

Just a few decades ago businesses could operate as cash-only establishments without an issue. However, recent advancements in technology have shifted consumer preferences towards engaging with...

Trends, Tips and Training

10 Questions About Oracle MICROS Simphony – Answered

Author: Robert Peterson, Oracle Food and Beverage Restaurateurs have dealt with many changes over the last year. Global stay at home orders and an increased need for curbside pick-up and online delivery caused business models globally to shift seemingly overnight. Almost a year later, many business owners are reconsidering investments and attempting to the shift away from relying on third-party delivery apps in favor of offering online ordering and delivery to their customers directly.   Restaurant POS systems with open API, cloud-architectures have gone from a “nice-to-have" to a "must-have" for restaurants. As restaurateurs look ahead toward another year of uncertainty surrounding stay-at-home orders, staggered reopening and new rules yet to be written, investing in a modern point of sale solution that offers agility and speed to market has to be a priority.   Christopher Adams, Oracle's Vice President of Strategy for Oracle Food and Beverage, sat down with Joe Tenczar of Restaurant CIOs to discuss the future of restaurant technology and how Oracle MICROS Simphony can help business owners get back to growth despite continuous change and uncertainty in the industry.    Restaurant CIOs exists to help restaurants navigate the successful use of technology. Researching technology for your business can get overwhelming and confusing at times, Restaurant CIOs provides technology leadership and advice by bringing together CIOs from some of the country's largest brands to help restaurants research and choose the right technology for their business.  The group’s "Flash RFI" gives restauranteurs and their technology decision-makers with a quick snapshot of a tech solution's fundamentals, so they can decide if a deeper dive is worth the time and effort. The latest install of “Flash RFI” features Christopher Adams, Oracle's VP of Strategy for Oracle Food and Beverage answering 10 important questions Simphony POS.  Watch the full interview with Christopher Adams and Joe Tenczar on the Restaurant CIOs website here.

Author: Robert Peterson, Oracle Food and Beverage Restaurateurs have dealt with many changes over the last year. Global stay at home orders and an increased need for curbside pick-up and online...

Online and App Ordering

Will the ‘Ghost Kitchen’ Trend Continue During and After COVID-19?

To meet the challenges that restaurants face, both from a business and customer standpoint, it will require agility and flexibility. Ghost kitchens became the hot new restaurant industry trend in 2019. Even big-name tech talent got in on the action, with former Uber CEO Travis Kalanick backing start-up CloudKitchens. In essence, ghost kitchens provide the “kitchen” piece of a restaurant operation without the on-premises dining or direct customer interaction—no host or wait staff, no cashier. The contactless customer model focuses on take-out service only, delivered mainly via apps such as GrubHub and UberEats. For entrepreneurs just starting, the ghost kitchen model provides a lower cost, faster time to market option than opening a full-service restaurant. For existing brands, ghost kitchens provide a lower risk method to expand into new areas or test out an entirely new concept. What no one saw coming in early 2020, however, was that the ghost kitchen trend would become a necessity for nearly every restaurant around the globe within a matter of months. With the emergence of COVID-19 and stay-at-home guidelines, many of the world’s restaurants had to close to foot traffic, leaving them with a choice: either temporarily close, or pivot to a delivery or take-out model.  For traditional table service restaurants, this was a massive disruption that left a multitude of questions. What on my menu is appropriate for delivery? How do I connect to delivery apps? Will I have enough business to justify the costs of remaining open? With innovation and ingenuity, many restaurants rapidly pivoted to simplify their menu and make it take-out accessible. But now that these establishments have had a taste of running a ghost kitchen, where will they go with it next? Ghosts Rising While no one knows exactly how the post-coronavirus world will fare for the restaurant industry, there is no denying that ghost kitchens remain a popular option. Creating Culinary Communities (C3), a food hall and virtual kitchen subsidiary of hospitality company SBE Entertainment Group, is currently on a hiring spree and plans to open 138 more ghost kitchens before the end of the year. Likewise, the restaurant chain Kona Poké is planning 20 ghost kitchen locations inside Reef Kitchen’s Miami facility. For full-service restaurants, they are counting the days to when they can throw open the doors and welcome back in their customers. But as full-service restaurants look to expand into new areas, in what promises to be a challenging environment, it’s likely a ghost kitchen model will be on the list of considerations. For starters, ghost kitchens are built to naturally support social-distancing, which is likely to continue in some capacity long after stay-at-home mandates lift. Dorothy Creamer, Senior Research Analyst, Hospitality & Travel Digital Transformation at IDC notes, “As the restaurant industry—and the economy as a whole—recovers, ghost kitchens will benefit from not needing the capital that traditional kitchens with a staff of servers and front-of-house staff and larger spaces will require. What they will require however is a nimble, robust infrastructure.” Good kitchen fundamentals remain—in any model What is very likely is that we start to see more hybrid models evolve. A full-service restaurant might opt to partner with a ghost kitchen to supplement their newly developed take-out business, while other brands could choose to boost profits by offering their kitchens as ghost kitchens for other brands. Some may look to ghost kitchens to expand into new territories. And now that more people have tried delivery-based ordering for the first time in the face of the current environment, no doubt we will see more independent ghost kitchens pop-up. But no matter the model, as Creamer noted, an agile infrastructure that can offer intelligence and the ability to pivot, will be critical. Because whether you are a ghost or a traditional kitchen, the fundamentals of good management remain. The technology that employs artificial intelligence, deep analytics, and open integration to other solutions, will enable restaurateurs to: Streamline inventory and menu management: It is essential to effectively manage cost and control inventory waste, to ensure the sales you capture have a healthy bottom-line. Using advanced analytics, you can easily see what items are selling best in which locations, and enable you to make adjustments to your menu to reflect new trends. Similarly, if faced with product shortages, as we may soon experience with pork with Tyson idling its largest plant, an effective analysis of your restaurant cost of sales (COS) can also help you evaluate which of your more prevalent items could perhaps be replaced with an alternative. Ensure a healthy supply chain: Suppliers, like everyone, have been hit by the current crisis and perhaps have too much of some inventory and not enough of others. You must be careful to track the supply chain in good times and bad, ensuring you can get the products you need at a fair price. Alternatively, make supply chain adjustments to account for any number of scenarios that could arise, from bad weather to the completely unexpected, as we are experiencing now. Reduce Waste: It’s estimated that industry food waste amounts to roughly $25 billion each year. Not only is that a hit to your bottom line, but it is environmentally unsound. By better managing inventory and getting a better grip on your menu, it noted that individual restaurants can cut up to 2-6 percent off their food costs.  Expand models: What better way to tackle the above three elements than expanding your model. Food kits have become a popular way to help busy families and budding at-home chefs try new recipes and expand their kitchen skills. So, in addition to offering finished meals, why not consider meal kits to help turn over inventory and offer customers a new way to interact with your brand. Stay flexible: It was not so long ago that we had never heard of UberEats or Door Dash. No one knows what service, opportunity, situation (like the current) may pop up next, so it’s critical to have an infrastructure that allows for maximum adaptability for whatever may come. Likewise, it is important to ensure in this model that you have access to customer data and do not lose that customer connection (see below). Better understand and reach customers: As important as understanding what you sell, is whom you sell it to and how frequently. By linking restaurant POS systems with customer experience offerings, restaurants can better target their best customers, or even “like” customers using a combination of first and third-party data. Coupled with targeted offers and elements such as loyalty programs, you can expand sales and reach new audiences. While nobody knows exactly what the future holds for the restaurant industry, the road ahead likely will not be an easy one. To meet the challenges that restaurants face, both from a business and customer standpoint, it will require agility and flexibility. If there is one thing the restaurant industry has shown in recent months, it is amazing resiliency. There is no doubt they will continue to explore all options to keep delivering great food to the customers they love. Ghost kitchens can help meet that goal by providing an invaluable channel for expansion and to help new restaurants get off the ground with lower risk.   Chris Adams has over 20 years’ experience in the hospitality technology industry.  Following time with Marriott, Chris began his career at MICROS (now Oracle Food and Beverage) in 2000 and has worked across many positions throughout his tenure, including operations, customer success, consulting and sales. Having worked in multiple countries and regions, Chris was Managing Director of Australia prior to the Oracle acquisition. Today, with his passion to see our customers succeed, Chris drives the strategy for Oracle Food and Beverage’s global portfolio as Global VP Strategy and Solutions. He is based in Maryland when not traveling the world spending time with our team, customers and partners.

To meet the challenges that restaurants face, both from a business and customer standpoint, it will require agility and flexibility. Ghost kitchens became the hot new restaurant industry trend in 2019....