It appears that the new trend for POS systems is again leaning towards table side systems. Business operators have seen the advantages to having a system that allows servers to take the customers order and send it to the kitchen from the table. this will save the customer from servers forgetting the order or from forgetting to put the order in the POS. The table-side version will also expedite the process saving the time it takes for a server to take the order to the POS. Another feature is that the server can order add ons without waiting in line at the computer terminal. A system that allows you to take orders at the table could help ensure all items are rung in and eliminates verbal orders to the kitchen. Business owners believe that the trend for table-side POS will only increase as the concept could save big dollars in the long haul. Most of the table side systems also take payment, this could eliminate the need for a cashier and save the customer and the server time. Long gone are the days of a server bringing you the wrong check, or the wrong credit card receipt. With a table side POS time and money are saved through efficiency. Information for this blog were gained from Hospitality technology magazine December 20th 2010 article by Christina Volpe.
Reflection
When i read this article I was convinced of the efficiency of the table-side POS. I also could see how a business could save money using this system. The big question I was left with was would you lose the servers personality with these handheld units? Would servers become order takers? I would use the analogy of a couple going to a nice dinner and ordering a bottle of wine, the server returns to the table with an electric bottle opener. Now some people might think this to be cool, however if you have ever seen this done with an electric opener you would quickly realize that the romance of opening a bottle of wine is somewhat lost. Sometimes efficiency is not everything, ten servers sending tickets back to the kitchen at the same time can cause a small catastrophe. Waiting in line at a POS builds accuracy in a server and timing, handhelds almost seem as though they might create a free for all.
This article is so interesting to me. I am a server and this technology sounds absolutely amazing. I try my hardest never to mess up orders or forget things, but we all have our off days and those kinds of things happen all the time. With the technology you described customers would get their food faster and restaurants would run much more efficiently. I thought you made a good point in your reflection that you could lose some of the “dining experience” but I think the server just has to make an extra effort to still give that personality if that is what a customer wants. Personally I have some customers who seem to love interacting with the server and others that would much rather prefer the server to do their job and nothing more. This varies depending on the individual. Overall I think this technology would greatly benefit the restaurant business.
ReplyDeleteI understand your questioning whether the restaurant would lose the server personality utilizing the hand held POS. I don’t believe they will, whether the server is writing on a pad of paper or posting the information into a hand held should make no difference in the personality of the server. Opening a bottle of wine has been a lost art. Years ago there was the simple cork screw which is beautiful if used correctly. I agree with your analogy of opening wine associated with romance. Now servers are using all kinds of little gadgets to open bottles of wine at the table, basically eliminating today the single cork screw if done correctly was beautiful to watch. I don’t find it romantic at all to pull out a big cork remover out of the server’s pocket that anyone could use. The flair is removed from the romance.
ReplyDeleteTable side POS systems has long been a discussion within the hospitality industry. I enjoyed your article because it is something very relevant for those in today’s hospitality industry, but also because I’ve had service from a restaurant that has utilized this technology. Whereas I agree with all the benefits of this new POS technology, this system definitely has its drawbacks. For instance, some of the systems are so small and hard to handle even with a stylus that the time a server might have saved has long been gone in the time it takes to use such a small device. Hand held devices are also very expensive and are subject to breaking down and damage simply through the use that they receive.
ReplyDeleteI am not a server but as a customer I am extremly intrigued by this devise. I personally love interacting with servers that are interesting and amusing. But I also despirse being charged for the wrong check, or being brought the wrong check, or being brought the wrong food bdue to a server misunderstanding. I think that this devise would be brilliant and would perfect customer service. They may be expensive but the advantages versus the cost may be beneficial. If a restuarat had enough issues or a complicated menu or big staff that caused frequent issues than this would be a solution that may save the business. It is also technologically savvy and may bring in more customers due to the technolgy in the restaurant itself.
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