fbpx

Featured Post

Operators say the new mobile platform is increasing check averages and speeding table turns as businesses continue to operate at 50% capacity restrictions.

Markham, Ontario – September 9, 2020 – – SilverWare POS has purpose-built a new, customizable, mobile in-seat ordering, tipping and payment platform that gives restaurant patrons touch free control over their dining experiences while enabling operators to speed table turns and increase check averages. Guests scan a tableside QR code to upload a digital menu, order meals, split the check, add a tip, and pay via their personal mobile device. Initial adoption of SilverWare’s new “In-Seat Contactless Platform” is receiving rave reviews, with operators calling it “a sleek application” that is “enhancing the dining experience and upping check averages.”

“Restaurant guests still have concerns when it comes to in-seat dining, even if they are enjoying a meal outdoors,” said Lucky Thalas, SilverWare executive vice president. “To help build customer confidence and drive revenues for restaurant operations in today’s post-COVID environment, SilverWare developed a contactless platform that eliminates diners’ touch-point concerns. Our new In-Seat Contactless Platform is driven through the guest’s mobile device to minimize service staff interaction. By giving diners complete control over the ordering, re-ordering, tipping, and payment processes, wait times to place orders are lessening and satisfaction is increasing, leading to higher check averages, faster table turns, and more positive online reviews. With most restaurants still operating at 50 percent capacity, this is critical to their financial stability and the future of hospitality.”

SilverWare developed its In-Seat Contactless Platform from the perspective of a seated guest. Menu items and prices are seamlessly synced from the restaurant’s point-of-sale system to the diner’s mobile device, enabling them to view the full menu, select a course, name seats for diners, tag allergies, and even request expert service in real time. This is not an online ordering system converted for in-restaurant use, but rather a purpose-built platform for in-restaurant dining that frees up staff to focus on upselling and increasing guest spend … improving speed of service … boosting operational efficiencies … and curating an exceptional dining experience.

“Since June, several of our restaurant customers began using this platform as early adopters to assist with proofing the technology,” Thalas said. “The reviews are in, and operators say the solution is exceeding their expectations.”

Diners are Digging in at The Drake Hotel

Drake Hotel Properties has been a satisfied SilverWare customer for several years, with the POS installed at The Drake Hotel, Drake Commissary, and Drake One Fifty in Toronto. Richardo Mighty, IT Manager for Drake Hotel Properties, said he was eager to test the new In-Seat Contactless Platform at The Drake Hotel since the property’s restaurant had only been offering take out (running on the SilverWare online ordering platform) since COVID began. He said participating in this pilot is enabling him to help SilverWare – a company he said he values – finetune its technology while also providing a much-needed hands-free dining option to guests.

“Our team at The Drake looked at how the In-Seat Contactless Platform worked, how its functionality met the needs of our staff and customers, and how easily it could be adapted to the various dining outlets we have at the hotel to suit our specific brand guidelines,” said Mighty. “We were immediately impressed. It’s a sleek application that looks great on a mobile device and feels smooth to anyone using it. When we tell diners that a contactless ordering option is available, most are eager to try it, especially those who are comfortable with mobile ordering.”

Here’s how it is working at The Drake Hotel: Diners use their mobile phones to scan a QR code displayed at the dining table to upload a digital replica of the restaurant menu, complete with detailed item descriptions and images. Those wanting to pay individually can upload and view the menu independently on their personal devices. When individual orders are placed, a server

will present each person with an order code (via digital print out or tablet computer) adding a layer of security. Throughout the meal, additional menu items can be ordered. At the conclusion of the meal, a server brings a sanitized payment terminal to the table enabling the host or individuals to insert a form of payment.

“As a property brimming with personality and buzzing with energy, we don’t want to fully eliminate server contact, while still prioritizing guest and staff safety,” Mighty said. “For that reason, we aren’t making the mobile payment functionality available ― yet. We want human interaction at the end of the meal to thank our customers for their business, and ensure that everything was to their satisfaction.”

“Overall, the app is really fantastic,” he said. “The experience is seamless. More importantly, the technology has eliminated menu printing. This is huge, especially since our restaurants change menus regularly. With the In-Seat Contactless Platform, management can easily go into the system, add or delete an item, change prices, and it’s done. It’s that easy. In addition to lowering costs, it’s also reducing our carbon footprint, making us a more sustainable company. Going forward, we anticipate that this application will help us increase our speed of service. This is important for busy nights when we still have limited staff on schedule. The more streamlined the service, the happier our guests will be. Overall, it’s a really good touch-free tool and we have already begun discussing how we plan to roll it out to the outer restaurants in our portfolio.”

Servers are Loving it at La Palma

Toronto’s La Palma also relies on the SilverWare POS. Like Drake Hotel Properties, the Californian-inspired Italian restaurant with rooftop patio, street level patio and indoor dining was offering take out only post COVID-19 until it was asked to test SilverWare’s In-Seat Contactless Platform.

“A lot of servers want to have full control over their tables, so when we told our team that we were doing a mobile technology trial for SilverWare, they were apprehensive,” said La Palma General Manager Alexis Kronwald-deBruyn. “Immediately, their anxiety was put to rest, as the app doesn’t fully replace server engagement, it simply enhances it by allowing diners to add menu items without waiting for their server to initiate the conversation. At La Palma, servers are an important part of the dining experience, and we don’t want that to ever go away. This new platform from SilverWare is designed to enhance the speed service while upping check averages.

“Even Pre-COVID-19, we had limited dining times to accommodate multiple seatings,” she said. “Today, with capacity limits looming, we especially can’t afford to let people linger. We must provide an exceptional contactless experience with server interaction on request and then flip the table for the next group. This new technology from SilverWare does just that; the more control diners have over what and how they order, the more money they spend. When diners are willing to place orders without server interaction, it allows us to lighten up on staffing which is super important when running at reduced capacity. Better yet, no one is impatient. No waits for a drink or a refill. It’s dining on demand and it’s exceeding our expectations.”

Kronwald-deBruyn said that while a younger demographic is drawn to the mobile dining experience, older patrons still prefer physical menus and personal service, and La Palma is pleased to accommodate their requests. Also like The Drake Hotel, La Palma hasn’t implemented the mobile payment functionality yet, but they plan to launch it soon as COVID restrictions subside.

“We believe the mobile payment process is going to be the most helpful feature of all so that diners can pay and go on their own terms,” she said. “We can’t thank the SilverWare team enough for inviting us to be part of their technology trial. It’s been incredibly helpful and it’s better preparing us for tomorrow.”

###

About Silverware:

Trusted by the most notable brands around the globe, we provide enterprise solutions for restaurants, large venue operations, hotels & resorts, and deploy systems to meet the specific needs of multi-revenue operations with restaurants, bars, lounges, room service, banquet and retail facilities. Our solutions are designed and delivered specifically for organizations who are fanatical about thrilling their guests. Our obsession is to drive efficiency and improve the profitability of our clients by relentlessly delivering the most innovative solutions on the market. We strive to enhance every aspect of the guest experience, from when the first guest walks in, until the last one walks out. We bring more to the table, so you can bring more to yours. silverwarepos.com

 

Barb Worcester, PRPRO / barbw@prproconsulting.com
Alex Thalassinos, Silverware / athalas@silverwarepos.com
Andrew Kritiotis, Silverware / akritiotis@silverwarepos.com

Latest Posts

For dining, hotels are using solutions like Maestro PMS and Silverware POS, systems that provide contactless ordering and payment, including support for splitting checks, tipping and redeeming gift cards. In addition to offering safe conveniences for guests, these systems also allow hotels to track guests’ interests and capture their orders and preferences. According to a study by Criton, 48% of people surveyed said they’d be more inclined to go to a hotel restaurant if ordering food over an app was available.

 


Read More

Read More

“The timeframe over which demand recovers—especially in the U.S.—is less important than t manner in which we’ve prepared to continuously adapt to whatever conditions we face.” – Hyatt Hotels Corporation President and CEO Mark Hoplamazian

The hospitality industry is evolving. Customers are nervous and concerned about health and safety, top quality customer service can no longer be achieved exclusively through in-person interactions or even to the degree that they are accustomed to, and many guests are choosing to stay home and not travel, meaning occupancy rates are at historic lows.

The pandemic has exposed a technology gap within the hotel industry, and for many, it’s time to sink or swim. Even after the pandemic has passed, a vaccine is successful and widely distributed, we reach herd immunity, or simply when travel normalizes to pre-pandemic numbers, the hotel industry may never look the same again.

Here are 10 ground-breaking technologies which can make hotels contactless and safer for employees and guests, competitive and more efficient, and prepared to meet new technology standards in the industry.

 

4. (Nearly) Contactless Hotel Restaurants

While room service and robots are excellent ways to limit contact points, guests will continue to seek social-distanced in-person services like restaurants. Maestro PMS and SilverWare POS have released a contactless ordering and payment platform that allows guests to browse the menu, order, and pay all inside the restaurant via digital QR code. This platform allows guests to split the cheque, add a tip, and redeem gift cards. It also allows managers to track guest spending, identify meal preferences, apply discounts, and manage loyalty points. In a recent study by Criton, 48% of survey respondents said they would be more likely to go to the hotel restaurant if the hotel would give them the option of ordering food via an app. With many non-hotel restaurants and bars adopting this worldwide due to the pandemic, customer expectations will shift to expect hotels to also offer this option.

 


Read More

Read More

If there is a silver lining to COVID-19, it’s that contactless dining has accelerated the digital transformation of the restaurant industry. Rather than closing their doors as the pandemic lingers on, restaurateurs are seeking new ways to speed table turns, reduce risk and lower labor costs. In response, hospitality technologist are developing the much-needed solutions, the most successful of which is a purpose-built, mobile, in-seat ordering, tipping and payment platform that is seamlessly synced to the restaurant’s point-of-sale system and gives restaurant patrons touch free control over their dining experiences.

A safe and contactless digital platform enables diners to view the restaurant’s full menu and request expert service in real time from their personal mobile devices. With concerns over staff interaction alleviated, the in-seat solution is bringing normalcy to the guest dining experience — something diners are craving today — but more importantly, it is boosting revenues, loyalty, and the bottom line.

Here are 10 ways that a mobile-based, contactless, in-seat ordering, tipping, and payment solution with full POS integration can help to drive revenue and manage the guest experience:

1. Provides a True In-Seat Elevated Guest Experience

— To thrive, full-service restaurants must excel at offering their guests an elevated dining experience. A mobile contactless guest ordering and payment solution must replicate and compliment that experience. Guests require the flexibility to identify allergies and assign names to each guest in their party. They require the ability to order multiple times throughout their visit, review their evolving guest check, and pay at the end from their mobile device. To fill the need for an in-seat guest solution during these unprecedented times, some providers have rebranded their online delivery/takeout solutions for in-seat use. Unfortunately, those solutions require guests to order and pay with each session, effectively turning their visits into an online delivery experiences within the restaurant. A true purpose-built in-seat solution is necessary to elevate the dining experience and keep the guests coming back.

2. Facilitates Flexible Food Prep Timing

— When a party of four visits a full-service restaurant, they want their meals prepared and served at the same time. The flexibility in having a mobile contactless solution that can intelligently merge and time ordered items by course will go a long way in satisfying the service standards and expectations of the guest. Enabling multiple guests at the same table to order individually from their own mobile devices, and have those individual orders merged, held, and released by a server/team member to the kitchen for prep and timing is essential.

3. Ensures QR Code Security

— QR Codes have experienced a rebirth with the release of new contactless solutions. They are now used to browse restaurant menus, order food and beverages, and pay with a mobile device while seated in a restaurant. While static table-based QR codes are simple and convenient, they create significant security risks. Unique order-based QR codes presented to guests at each table is necessary to avoid the following potential pitfalls, including:

Pictures of Static QR codes used from anywhere, making it possible for someone outside the restaurant to access and view live checks.
Pictures of Static QR codes used from anywhere. making it possible for someone outside the restaurant to place orders on live checks.
Hackers/third-parties can develop software to monitor sales activity and disrupt your business.

​​​​​​​4. Minimizes Shared Touch Points

— Amidst a pandemic and likely for the very distant future, minimizing shared touch points is paramount to guest comfort. Offering a safe and contactless solution that enables your customers to view the menu, order, and pay through their personal device will go a long way towards building consumer confidence.

5. Expands Acceptance of Mobile Payments

— According to Statista.com, there were approximately 441 million Apple Pay Users worldwide in Sept of 2019 and growing quickly. Based on the figures from December 2019, Google Pay and Samsung Pay combined were still expected to have fewer users worldwide than Apple Pay. A seamless and frictionless payment experience with the global mobile wallet leader ensures expanded acceptance and adoption. Accepting all credit cards is a must but accepting the world’s No. 1 mobile wallet will speed the payment process and reduce the potential of credit card fraud associated with presenting a physical credit card.

6. Maximizes Labor Cost Savings

— A traditionally low margin industry is now faced with challenges that even contingency plans couldn’t have prepared for. Offering an effective contactless platform will lead to increased adoption by your guests. Guest adoption of these solutions provides an opportunity to reduce labor costs without affecting the guest experience.

7. Enables Seamless POS Integration

— Deployment and ongoing management of a contactless platform is more palatable with the right point-of-sale integration. As an operator, do you want to force your guests to order from the mobile device or from a server? Do you want to want to make menu changes on your POS and then make the same changes again on a third-party non-integrated platform? The answer should be “No” to both. Enabling both servers and guests to interchangeably add to an order will undoubtedly lead to a better experience. Sharing menus across all your platforms (fixed POS, mobile POS, guest-facing contactless) will create obvious efficiencies and happy managers.

8. Speeds Table Turns & Increases Check Averages

— Pre-pandemic, deploying solutions to speed table turns and increase averages were a priority for restaurants. In the current environment — with capacity restrictions in many regions — this is mandatory to optimize the business. The industry must provide an exceptional contactless experience with server interaction on request and then flip the table for the next group as quickly as possible. Industry stats show an 8 percent to 17 percent decrease in guest stay when using a guest facing device at the table and a 10 percent to 21 percent increase in check amount.

9. Simplifies Customization

— The in-seat guest solution must minimally offer enough customizable options to match the restaurant’s unique branding. Flexibility must exist for colors, fonts, pricing, food-and-beverage images, and long descriptions for menu items. Guests will adopt a contactless solution that is easy to navigate and enhances the dining experience.

10. Drives Loyalty

— Restaurant patrons will want to feel valued, and operators will want them coming back. Providing customers with the opportunity to automatically earn and redeem loyalty points through a mobile platform is critical for retention and reducing customer acquisition costs.

To welcome people back to restaurants safely and responsibly, there needs to be a solution in place that will support restricted on-premise dining, limit contact between guests and staff, and actively demonstrate the operator’s commitment to safety and sanitation. A purpose-built, customizable, mobile in-seat ordering, tipping and payment platform not only provide the 10 benefits listed above, but it also goes a long way towards building customer confidence and driving revenues for restaurant operations in today’s post-COVID environment. With most restaurants still operating at 50 percent capacity or less, this is critical to their financial stability and the future of hospitality.

Read More

Operators say the new mobile platform is increasing check averages and speeding table turns as businesses continue to operate at 50% capacity restrictions.

Markham, Ontario – September 9, 2020 – – SilverWare POS has purpose-built a new, customizable, mobile in-seat ordering, tipping and payment platform that gives restaurant patrons touch free control over their dining experiences while enabling operators to speed table turns and increase check averages. Guests scan a tableside QR code to upload a digital menu, order meals, split the check, add a tip, and pay via their personal mobile device. Initial adoption of SilverWare’s new “In-Seat Contactless Platform” is receiving rave reviews, with operators calling it “a sleek application” that is “enhancing the dining experience and upping check averages.”

“Restaurant guests still have concerns when it comes to in-seat dining, even if they are enjoying a meal outdoors,” said Lucky Thalas, SilverWare executive vice president. “To help build customer confidence and drive revenues for restaurant operations in today’s post-COVID environment, SilverWare developed a contactless platform that eliminates diners’ touch-point concerns. Our new In-Seat Contactless Platform is driven through the guest’s mobile device to minimize service staff interaction. By giving diners complete control over the ordering, re-ordering, tipping, and payment processes, wait times to place orders are lessening and satisfaction is increasing, leading to higher check averages, faster table turns, and more positive online reviews. With most restaurants still operating at 50 percent capacity, this is critical to their financial stability and the future of hospitality.”

SilverWare developed its In-Seat Contactless Platform from the perspective of a seated guest. Menu items and prices are seamlessly synced from the restaurant’s point-of-sale system to the diner’s mobile device, enabling them to view the full menu, select a course, name seats for diners, tag allergies, and even request expert service in real time. This is not an online ordering system converted for in-restaurant use, but rather a purpose-built platform for in-restaurant dining that frees up staff to focus on upselling and increasing guest spend … improving speed of service … boosting operational efficiencies … and curating an exceptional dining experience.

“Since June, several of our restaurant customers began using this platform as early adopters to assist with proofing the technology,” Thalas said. “The reviews are in, and operators say the solution is exceeding their expectations.”

Diners are Digging in at The Drake Hotel

Drake Hotel Properties has been a satisfied SilverWare customer for several years, with the POS installed at The Drake Hotel, Drake Commissary, and Drake One Fifty in Toronto. Richardo Mighty, IT Manager for Drake Hotel Properties, said he was eager to test the new In-Seat Contactless Platform at The Drake Hotel since the property’s restaurant had only been offering take out (running on the SilverWare online ordering platform) since COVID began. He said participating in this pilot is enabling him to help SilverWare – a company he said he values – finetune its technology while also providing a much-needed hands-free dining option to guests.

“Our team at The Drake looked at how the In-Seat Contactless Platform worked, how its functionality met the needs of our staff and customers, and how easily it could be adapted to the various dining outlets we have at the hotel to suit our specific brand guidelines,” said Mighty. “We were immediately impressed. It’s a sleek application that looks great on a mobile device and feels smooth to anyone using it. When we tell diners that a contactless ordering option is available, most are eager to try it, especially those who are comfortable with mobile ordering.”

Here’s how it is working at The Drake Hotel: Diners use their mobile phones to scan a QR code displayed at the dining table to upload a digital replica of the restaurant menu, complete with detailed item descriptions and images. Those wanting to pay individually can upload and view the menu independently on their personal devices. When individual orders are placed, a server

will present each person with an order code (via digital print out or tablet computer) adding a layer of security. Throughout the meal, additional menu items can be ordered. At the conclusion of the meal, a server brings a sanitized payment terminal to the table enabling the host or individuals to insert a form of payment.

“As a property brimming with personality and buzzing with energy, we don’t want to fully eliminate server contact, while still prioritizing guest and staff safety,” Mighty said. “For that reason, we aren’t making the mobile payment functionality available ― yet. We want human interaction at the end of the meal to thank our customers for their business, and ensure that everything was to their satisfaction.”

“Overall, the app is really fantastic,” he said. “The experience is seamless. More importantly, the technology has eliminated menu printing. This is huge, especially since our restaurants change menus regularly. With the In-Seat Contactless Platform, management can easily go into the system, add or delete an item, change prices, and it’s done. It’s that easy. In addition to lowering costs, it’s also reducing our carbon footprint, making us a more sustainable company. Going forward, we anticipate that this application will help us increase our speed of service. This is important for busy nights when we still have limited staff on schedule. The more streamlined the service, the happier our guests will be. Overall, it’s a really good touch-free tool and we have already begun discussing how we plan to roll it out to the outer restaurants in our portfolio.”

Servers are Loving it at La Palma

Toronto’s La Palma also relies on the SilverWare POS. Like Drake Hotel Properties, the Californian-inspired Italian restaurant with rooftop patio, street level patio and indoor dining was offering take out only post COVID-19 until it was asked to test SilverWare’s In-Seat Contactless Platform.

“A lot of servers want to have full control over their tables, so when we told our team that we were doing a mobile technology trial for SilverWare, they were apprehensive,” said La Palma General Manager Alexis Kronwald-deBruyn. “Immediately, their anxiety was put to rest, as the app doesn’t fully replace server engagement, it simply enhances it by allowing diners to add menu items without waiting for their server to initiate the conversation. At La Palma, servers are an important part of the dining experience, and we don’t want that to ever go away. This new platform from SilverWare is designed to enhance the speed service while upping check averages.

“Even Pre-COVID-19, we had limited dining times to accommodate multiple seatings,” she said. “Today, with capacity limits looming, we especially can’t afford to let people linger. We must provide an exceptional contactless experience with server interaction on request and then flip the table for the next group. This new technology from SilverWare does just that; the more control diners have over what and how they order, the more money they spend. When diners are willing to place orders without server interaction, it allows us to lighten up on staffing which is super important when running at reduced capacity. Better yet, no one is impatient. No waits for a drink or a refill. It’s dining on demand and it’s exceeding our expectations.”

Kronwald-deBruyn said that while a younger demographic is drawn to the mobile dining experience, older patrons still prefer physical menus and personal service, and La Palma is pleased to accommodate their requests. Also like The Drake Hotel, La Palma hasn’t implemented the mobile payment functionality yet, but they plan to launch it soon as COVID restrictions subside.

“We believe the mobile payment process is going to be the most helpful feature of all so that diners can pay and go on their own terms,” she said. “We can’t thank the SilverWare team enough for inviting us to be part of their technology trial. It’s been incredibly helpful and it’s better preparing us for tomorrow.”

###

About Silverware:

Trusted by the most notable brands around the globe, we provide enterprise solutions for restaurants, large venue operations, hotels & resorts, and deploy systems to meet the specific needs of multi-revenue operations with restaurants, bars, lounges, room service, banquet and retail facilities. Our solutions are designed and delivered specifically for organizations who are fanatical about thrilling their guests. Our obsession is to drive efficiency and improve the profitability of our clients by relentlessly delivering the most innovative solutions on the market. We strive to enhance every aspect of the guest experience, from when the first guest walks in, until the last one walks out. We bring more to the table, so you can bring more to yours. silverwarepos.com

 

Barb Worcester, PRPRO / barbw@prproconsulting.com
Alex Thalassinos, Silverware / athalas@silverwarepos.com
Andrew Kritiotis, Silverware / akritiotis@silverwarepos.com

Read More