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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7 2 • 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 Form + Function ordering apps and third-party delivery services, such as Uber, GrubHub and DoorDash, are giving consumers in- creased access to restaurant menus. "With the popularity of online order- ing, operators have an infinite number of POS in their restaurant. Now, anyone can pick up a smartphone and place an order," Martinez says. "From a flow perspective, operators need to determine how the order gets into the system and where does it go from there." That means operators have to decide if they will have a multi-use POS station that handles both dine-in and takeout orders or if they will have a separate station only for takeout orders. Another consideration is production capacity and the flow of orders from the kitchen to the takeout counter. "For starters, you have to make sure you have enough production capacity and whether these orders get the same level of prior- ity," Martinez says. "Do you have enough staff in place to handle takeout?" At Original ChopShop, staff is trained to shift between a dine-in POS and one used for takeout. "They made it flexible enough so when they are busy, one person is dedicated to that takeout register, yet when it's slower, someone from the front POS can shift to the other without impacting operations," Cangro says. "It's separate but not so separate that it requires a distinct staff person because that is not economical." FRCH worked with Subway to cre- ate a separate line for takeout and to-go orders. The separate area was created to leave ample space for in-store orders and to ensure customers in line didn't have to wait for takeout orders to be prepared before their order was taken. Flow also includes the ebb of takeout customers walking through the door and how their experience will impact dine-in guests and vice versa. In some cases, separate wait areas are integrated into a space if orders placed for pickup are not ready by the time the customer arrives. "ChopShop integrated a waiting area into some of the other circulation space so it didn't feel imposing on the people trying to enjoy their meal inside the restaurant for sit-down dining," Cangro says. "And if you're going into an existing restaurant space to add takeout, you have to figure out how to direct people away from the tradi- tional queue experience to separate the takeout area. The path should be clear, especially in casual dining." Overall, operators should think about the experience from the guest perspective to deliver an experience that meets their expectations. "You have to think about the flow of guests in a way that is similar to your in-store dining experience. For example, what does my guest need to do to get their food? If you're not careful, you will have crowds fighting for space and multiple lines. This also depends on the kind of concept you have," Martinez says. "Everything depends on flow of customers, produc- tion/flow of food — and all of these things are an important consideration." + Subway's new prototype features separate lines for takeout and to go orders. Photo by Mark Steele Branding and packaging is a big part of the takeout experiance at Holler and Dash. Photo courtesy of FRCH

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