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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S E P T E M B E R / O C T O B E R 2 0 1 7 • 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 • 4 9 Customer-facing technology requires savvy design decisions. Make Room for Kiosks quickly and seamlessly. If there is coun- ter ordering, this line should be separate from a kiosk line; however, the pickup area in most cases serves both. Scott Gamble, senior foodservice designer at WD Partners, a global firm that focuses on customer experience, says restaurant design must take into consideration the operational space for both the kiosks and the pickup areas. "There should be a balance to accom- modate customers ordering online, at in-store kiosks and traditional counter service," he says. "The flow should give guests entering the space a clear path to bypass the order line and proceed to order kiosks and/or the pickup area. All these areas should be easily recogniz- able." He adds that it is also necessary to consider how to create a clear path for exiting customers. Gamble doesn't believe that customer-facing technology will neces- sarily change the footprint. "I don't think the footprint of restaurants increasing or decreasing is necessarily a result of technology but more a result of value engineering and building costs," he ex- plains. "There is more likely a balance of trading space once used for seating that now is designated for technology. Those seats previously needed for dine-in cus- tomers have been traded for kiosks." When designing for new construc- tion, Gamble believes it's relatively easy to plan and program in the space requirements for order kiosks and pickup stations. The challenge comes when an operator is adding kiosks into BY CAROLINE PERKINS, Contributing Editor Il Tavolino in the Conrad Chicago Hilton hotel features ordering tablets. Photos courtesty of Puccinni Group

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