Efficiency isn't just a nice-to-have in the hotel industry.
It's essential.
Slow service can hurt guest satisfaction and your resort's bottom line. Manual order delivery, a common practice in many resorts, often exacerbates these issues.
In this blog post, we'll uncover the hidden costs of manual order systems and explore how integrating kitchen technology with mobile ordering can revolutionize your service.
The drawbacks of manual order delivery
Manual order delivery, where servers take orders and relay them to the kitchen, can lead to several significant challenges:
- Extended wait times: Servers manually transporting orders between guests and the kitchen can lead to delays, especially during peak times. Longer waits frustrate guests and can reduce their likelihood of returning.
- Increased error rates: Manual processes are prone to miscommunication. Orders can be misunderstood or relayed, leading to mistakes, wasted food, and unhappy guests.
- Inefficient staff: When servers are preoccupied with order-taking and delivery, they have less time to enhance the guest experience, reducing productivity and potential burnout.
- Missed revenue opportunities: Slow and error-prone ordering systems can limit the number of orders taken and discourage additional purchases, impacting your revenue potential.
The hidden costs
The cumulative impact of these inefficiencies can be substantial:
- Lost orders: Long wait times may lead guests to forgo ordering, mainly in casual settings like poolside or bars.
- Food waste: Errors in order communication often result in incorrect dishes, leading to wasted food and lost profits.
- Decreased satisfaction: Slow service and order mistakes negatively affect guest experience, potentially leading to negative reviews and a damaged reputation.
- Higher staff turnover: Inefficient processes can contribute to staff burnout, higher turnover rates, and increased hiring and training costs.
The Solution: Kitchen integration with Mobile Ordering
Integrating your kitchen with a mobile ordering system can address these issues effectively.
Here’s how it works:
- Guests place orders via smartphone: Utilizing a mobile platform, guests can place orders directly from their devices using QR codes and your guest app/guest experience OS, whether in their room, by the pool, or at the restaurant.
- Real-Time order transmission: Orders are sent directly to the kitchen or bar in real time, bypassing manual relays and reducing the risk of errors.
- Efficient order preparation: The kitchen receives and starts preparing orders immediately, eliminating delays associated with manual order delivery.
- Streamlined delivery: Staff focus solely on delivering prepared orders, enhancing efficiency and guest interaction.
Benefits of Mobile Ordering and Kitchen Integration
Implementing kitchen integration with mobile ordering offers numerous advantages:
Faster service, happier guests
Direct transmission of orders speeds up service, resulting in happier guests and quicker table turnover during busy periods.
Improved order accuracy
With orders sent directly from guests to the kitchen, the likelihood of errors is minimized, leading to accurate orders and less food waste.
Optimized staff efficiency
By automating order delivery, staff can concentrate on providing exceptional service and addressing special requests, improving overall efficiency and reducing burnout.
Increased revenue
Faster service and higher guest satisfaction can increase orders and upsell opportunities, boosting revenue.
Valuable data insights
Kitchen-integrated systems provide real-time data on order volume, popular items, and service speed, enabling better decision-making and operational improvements.
Case Study: Barceló Hotel Group
Barceló Hotel Group faced challenges with their manual order systems, which led to inefficiencies. By integrating the STAY platform, Barceló streamlined processes, reducing wait times and errors. Álvaro Montalvo, Barceló’s Ancillaries & Innovation Project Manager, highlights the transformation: “After the STAY implementation, we can make real-time decisions. We can adapt immediately, create tailored promotions, and deliver food to our guests more comfortably and quickly.”
The impressive results: Barceló reduced paper and plastic waste with digital alternatives like mobile keys and improved service efficiency. Features such as QR codes for poolside orders and smartwatches for staff exemplify how digital solutions enhance service speed and guest experience.
Conclusion
Manual order delivery is costly and inefficient and no longer meets the demands of modern guests. Integrating kitchen technology with mobile ordering can reduce service times, improve accuracy, and boost guest satisfaction and revenue. Is your resort ready to leap?
