Blog Posting #1

Hospitality Technology Magazine
July/August 2007
"Speed vs. Service"
By Bradley Schmidt, Assistant Editor

This article talks about how important it is to have a delicate balance of speed and service within a restaurant. The author uses many different examples of how the issue of time plays a huge role in the dining experience of guests. At the heart of this article, we are shown how the POS (point of sale system) is the key factor in all of this. There are a few POS systems compared in the article including Micros and Digital Dining. The author highlights how different establishments prefer different systems for different reasons. The common thread in what is considered to be a "better" system, is the idea of flexibility. Flexibility is regarded as one of the most important aspects of the POS by managers all over the industry.

Flexibility allows a restaurant manager to have the ability to quickly and easily make changes to menu items without the need of contacting their dealer. Furthermore, greater flexibility makes it possible to eliminate more errors in the kitchen that are due to the lack of ability servers have when inputting orders. Customization of modifiers is now quicker and easier than ever before.

The article also shows how different POS systems can make time management easier. With the increasing volume of take-out orders and curbside assistance, planning out when to "fire" an order in an appropriate time for pick up is no longer a head ache to the expediter. Technology can control these things for us, making operations more efficient and effective. Not only is time management made easier through automation, but this article also informs us of the varying types of output available to managers. Some might prefer traditional printed tickets, while others prefer digital display screens which help reduce time wasted in organizing orders.

In general, I feel as though this article did a great job of showing how difficult time management can be for restaurateurs. We all know that the perfect balance of speed and service is essential. The POS as described in this article really does help to maintain this necessary balance. Before such technologies existed, the stress load fell hard upon the staff. Today, this stress load is lessened, at least in some small way.

I agree that the use of computers greatly adds to the efficiency and effectiveness of many "fast casual" restaurants. I do maintain, however, as did one of the restaurant owners in this article, that the human element is still essential. Humans are still needed to take correct orders and answer questions. Now their job can be made a little easier with the use of technology. We can never replace the experience generated from the interaction between the server and the guest. Whether it is the ability to up sell, or the simple satisfaction the customer receives from the conversation taking place, these elements are also invaluable and do not fall far behind the importance of timely service.