W.H. Bender & Associates. Restaurat And Food Consulting.

 

August 12, 2014 Original Posting Date – Developing a Restaurant Digital Policy

Few things can ruin a restaurant guest experience faster than a loud, vocal person on a digital device unaware or oblivious that there is person or party being disturbed. Another area of concern are the multiple beeps, chirps, and notification sounds of devices and apps that are too numerous to count and often heard continually in dining and public areas. Welcome to the digital society of 2021.

Restaurant Guests and particularly millennial Guests that are connected 24/7 will continue to rise in the percentage of guests we serve. Smart phones and digital devices will continue to increase over the next decade. Restaurant operators will need to plan and execute a digital policy strategy to protect their brand’s Guest Experience. Know that almost all management policies for operations will never be 100% perfect. Use good common sense and makes sure managers and key team members have a complete understanding of the policy. The digital policy then needs to be shared within your organization.

Some ideas for you to consider in developing an effective Restaurant Digital Device policy:

1. Have the policy be a good fit for your restaurant segment and brand. (If you are a casual dining brand or QSR if can be more relaxed than a full service restaurant fine dining brand.)

2. Create a written digital policy and make it available for guests and team members. Get input from your team as well as s sampling of loyal guests you can share with to receive feedback. (Buy them dinner for their assistance.)

3. If a restaurant guest is disturbing other guests and becoming obtrusive, ask to speak to the guest in another area one on one. “Sir, Maybe we can provide an area that is private so you can complete your important conversation.”

4. Be prepared to accommodate and thank Guests that are disturbed, with offers of moving them, buying desert, wine or having them return for a complimentary dinner. (Have digital passes or printed passes to hand out).

5. The policy should be consistent for Guests and team members. Guests waiting for service or an item with visible team members talking on devices or texting at a service station is unacceptable in all segments.

6. During Pre-shift Briefings do role-playing to practice specific incidents and how to handle. Discuss what has worked best and what has not worked. Keep focused on sharing solutions with your team.

7. Keep that smile bright and 100% energized!

Using a ProActive Management approach prepare your Restaurant Digital Device Policy in advance and include in education of management and team members. It will payoff in the long run.

William H. Bender, FCSI is the Founder and Principal of W.H. Bender & Associates in San Jose, California. He also serves as the VP of management to President Ken Schwartz, FCSI of SSA foodservice design + consulting in Tampa, FL.

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