Ultimately, the end goal is to make guests happy. Increasingly that means giving them the freedom of choice and convenience. In other words, there are occasions when the best service hotel restaurateurs can offer is self-service. It’s vital to offer guests a selection of options to let them customize their experience as they wish – rather than dictating how they should engage the hotel’s F&B businesses.
In an age when consumers, especially millennials, are accustomed to shopping on demand, they need dining opportunities that offer no waiting, no headaches, and no hassles. This is a generation of instant gratification, and hotels need to understand how to best deal with that. Kiosks afford the perfect solution; they can be deployed in virtually any “grab-and-go” setting, accelerating orders and reducing wait times for guests. They also provide numerous advantages for operators, from lowering labor costs to increasing revenue to improving data collection. With innovations such as facial recognition and artificial intelligence, kiosks are destined only to become more powerful platforms for personalized guest services.
Improving hotel guest satisfaction also means providing more options. Equipping staff with guest-facing point of sale tablets, for example, not only expedites ordering but offers a dynamic means to showcase menu items, offer wine or drink pairings, or explain nutritional information. Providing pay-at-table services gives guests the opportunity to exit without ever having to flag down waiters. It captures the essence of “zero-friction” experiences that guests crave. Using technology that not only meets guests’ needs but anticipates them is the key to charting success in an ever-changing marketplace.
Learn more about reimagining F&B operations in your hotel by downloading our eBook.