Restaurant Development & Design

September-October 2017

restaurant development + design is a user-driven resource for restaurant professionals charged with building new locations and remodeling existing units.

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4 8 • r e s t a u r a n t d e v e l o p m e n t + d e s i g n • S E P T E M B E R / O C T O B E R 2 0 1 7 C ustomer-facing technology is not a one-size-fits-all undertaking. For one thing, operators should tailor the system to the brand promise. For another, the type of technology chosen — kiosks, counter tablets or tabletop tablets — will have an impact on layout and design. So, the decision of what technology is used, and how, should be well thought through. "The restaurant should have a clear idea of its goals when introducing technology to the guest experience," says Rafe Gabel, vice president of Restaurant Operations at the Puccini Group, a hospi- tality design firm based in San Francisco. "These goals can range from saving labor to improving the guest experience." One goal might be for throughput: to turn tables faster. Another might be to improve the guest experience by providing the ability to easily customize orders. Yet another might be to provide the customer with the story behind the source of farm-to-table or specialty products, nutritional data, or allergen information. Still another might be to reduce the need for staff. Each goal has unique aspects to consider. The goal dictates the technology and the design. The impact on physical space in the front of the house is twofold. First is the type of equipment. Standing kiosks are generally confined to one area on the floor. Tablets or touch screens require counter space. The second consider- ation is the management of guest flow. The objective is to keep lines moving

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