copyright © 2014 by john wiley & sons, inc. all rights reserved. chapter 13 technology in the...

Copyright © 2014 by John Wiley & Sons, Inc. All rights reserved.

Chapter 13

Technology in the Restaurant Industry

The Restaurant: From Concept to Operation, 7th edition 1Courtesy of MICROS


Objectives

• After reading and studying this chapter, you should be able to:– Identify the main types of restaurant

industry technologies– List and describe the main types of

software programs– Identify factors to consider when

choosing technology for a restaurant

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Technology in the Restaurant Industry

• Technology – Has come a long way from mom-and-

pop operators and their cigar box– Independent operators may not require

(or be able to afford) technology that chain operators are using• It is hard to overlook the progress in making

technology available and affordable for independent restaurants

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Back-of-the-House Technology

• Consists of product management systems for: – Purchasing and managing inventories– Menu management, Financial reporting– Controlling labor and other costs– Tip reporting– Food and beverage cost percentages– Human resources

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Purchasing and Inventory Control

• Purchasing: – Product management

• Tracks products through each inventory cycle• Automatically reorders when the item falls

below par stock• Ingredients for the cost of recipes are

calculated for total cost and selling prices

• Inventory control: – Systems quickly record inventory

• Easily allowing new stock to be added

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Kitchen Display Systems

• Manage and control kitchen efficiency– Provide highly visible, real-time

information– Installed in more upscale restaurants

• Than in fast-food and casual restaurants

– Mounted in kitchen or food prep area• Visible to the entire kitchen staff• Display food orders for preparation • Monitor timing of orders • Provide feedback about table status

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Food Costing

• Personal digital assistant (PDA)– Used to enter inventory amounts into

the system

• Bar code scanning– Speeds up inventory-taking process

• Makes it more accurate

– Data is entered into the system, variance report is generated, and any significant variances are investigated

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Food Costing (cont’d.)

• Recipe and food management software– Integrate programs

• Recipe/menu costing• Inventory control • Nutritional analysis capabilities

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Menu Management

• Link between food costing and menu management– Menu management systems are food

service programs used to manage front-of- house and back-of-house operations

• MenuLink: – Evaluates managers’ produce purchasing– Compares actual to expected food usage– Tests proposed recipes and pricing

changes9


Labor Management

• Interfaces back- and front-of-the-house– Working hours – Human resources information

• Includes: – Application monitoring, recruitment,

personnel information, I-9 status, tax status, availability, vacation information, benefit information, and scheduling• Examples: Windows-based labor schedulers and

TimePro

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Financial Reporting

• Front- and back-of-the-house systems– May interface by transferring data to and

from the central server• Information is provided in real time

– Makes it easier to monitor:• Service times• POS food costs• Labor costs • Guest counts

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E-learning

• Computer based training – Delivered via the Internet or proprietary

Internet sites

• The National Restaurant Association Educational Foundation – Several online courses

• Example: ServSafe Food Safety Training Program

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Front-of-the-House Technology

• Revolves around:– Point-of-sale (POS) systems – Wireless handheld devices

• New technologies – Multimedia lobby displays – Self-service kiosks – Wireless payment-processing units – In-store dashboard displays

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POS Systems

• Combination of hardware and software, where transactions occur

• Purposes include:– Input of food and beverage orders– Electronic cashier transactions– Tracking of sales and payroll

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POS Systems (cont’d.)

• POS system is a standard component of operational costs

• Advantages of POS systems include:– Elimination of arithmetic errors– Improved guest check control– Increased average guest check– Faster reaction to trends– Reduced labor cost– Reduced late charges

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Selecting a POS System

• Performance• User-interface designs

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Table Management

• Table management software – Meticulous control of restaurant

efficiency, consistency, and accuracy • Faster table turnover• Increases revenue and profit• Handles reservations and waiting times• Incorporates alert features

– Example: MICROS Systems, Inc.

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Paying at the Table

• Handheld device may be provided to guests to:– Verify their bill– Swipe their card– Include any tip– Print the receipt

• Benefits to guests: – Peace of mind concerning security issues– Ability to leave the restaurant a little sooner

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PCI DSS

• Payment Card Industry Data Security: Standard established in order to reduce the risk of payment card fraud and prevent misuse of cardholder information

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POS Systems

• Suppliers– IBM: Linux servers and Sure POS 700

series – Sharp: UP-5900 system– NCR: 7454 POS Workstation, Real POS

70, and Comprise– Micros: Eclipse PC Workstation

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Mobile Phone Technology

• It is essential to own a smartphone device of some type

• The various elements of a business’s life cycle are continuously being influenced by mobile phone technology

• Mobile payment • Text messaging is used to communicate

throughout the hospitality industry

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Web-based Enterprise Portals

• Offer centralization of applications– Sales reporting– Cash management– In-store profit and loss statements– Labor and food costs– Prep– Ordering– Task lists– POS data

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Web Based

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Gift Card and Loyalty Programs

• Customer relationship management – Deliver a 360-degree view of the guest’s

activities• Tracked and controlled from a central

database• Monitor guest spending patterns

– Gift cards help increase revenue• Gives the ability to issue and activate cards

with fixed or preset values

– Integration: the bottom line27


Guest Services and Web Sites

• Restaurant technology has evolved – Restaurant can store and recall guests’

preferences • Tables, menu items, wines, and servers

– Additional advances include:• Internet booking• Guest checks splitting and suggested tips• High-speed Internet access• User-friendly Web sites• Wireless surveys

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Restaurant Management Alert Systems

• MICROS Alert Manager– Monitors conditions and compares them

to established standards• Exceptions are immediately identified• Alert or message is sent

– New integration with the RES products and the on-premise paging

– Communications solutions made available by JTECH

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copyright © 2014 by john wiley & sons, inc. all rights reserved. chapter 13 technology in the...

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