11 October, 2018
Long waiting times are the main reason for abandoning bars and restaurants. An important fact is that, from 5 minutes of waiting, the customer’s time perception is the double. Moreover, for a few months Google has also shown this information in its applications Maps and Search. That is why, in addition to offering good food, it’s important that restaurateurs focus on optimizing queue management.
In a previous post we already explained the bases on the queueing theory and how to reduce its waiting time, so on this occasion are focusing our attention on how to apply it to sector HORECA (HOtels, REstaurants, CAfés).
On the other hand, we’d like to highlight the case of the corporate restaurants. The percentage of satisfied employees with their companies increase from 56% to 67% when it provides them with food without cost, while increasing their efficiency and productivity in the position. There are many companies that offer a corporate dining room to their employees, but their intentions can be affected if the waiting times create dissatisfaction.
Having an automated visitor counting system allows restaurant managers to know in real time how many people are waiting in line, as well as the capacity of the venue.
As the graphic shows, some of the benefits on implementing automatic people counters in the HORECA sector are:
1. Dropout reduction: Clients can leave the queue if after 2-3 minutes they see it’s slow. With information like waiting time in queue and dropout ratio, resource planning can be improved.
2. Staff planning: Knowing which times and areas are most popular is key to re-organize the venue’s human resources and improve its performance. Data on average number of visitors per table, duration of meals and total visitors per day, week and month are also very useful.
3. Real time querying: One option would be to incorporate a screen that can be seen from the queue where the estimated waiting time is shown or offer such information on the website of the company or mobile application. In the case of corporate restaurants, employees could visualize in real time the capacity of the dinning room to plan their lunch break and avoid rush hour.
4. Locations comparison: The managers of several restaurants can visualize the data of the different locations as well as make comparisons of total sales, average ticket per customer or catchment ratio, among other indicators. These data can be crucial for making operational decisions.
5. Satisfaction increase: It is very important to take into account the percentage of recurring clients and their average monthly/quarterly visits, to main their loyalty to the venue, chain or company (in the case of corporate restaurants).
Installing automatic people counters in your restaurant will allow resource optimization, which will lead to a reduction in dropouts, improvement of satisfaction and finally, an increase in the number of customers.