BROPHY BROS. VENTURA
The pandemic changed the world in 2020, and how restaurants respond can make or
break them in 2021.
Expectations around the dining experience aren’t what they used to be. Going back to
the status quo won’t be enough, warns a recent article in Nation’s Restaurant News.
Understanding the new playing field around guest expectations and how your restaurant
can exceed them is vital to success in 2021 and beyond.
While off-premise dining dominated 2020, on-premise dining is predicted to be the star
in 2021. People are ready to get back into the world and dining out is at the top of that
list.
Pent-up demand is well documented, with 83% of adults saying they were not eating on-
premises at restaurants as often as they’d like – the highest level recorded in 20 years of
fielding this survey question, according to the National Restaurant Association State of
the Industry Report 2021.
Restaurateurs can not afford to miss out on this opportunity, and the key to doing more
with less, is technology. What might have been “nice to have” before COVID-19, has now
become “need to have”. And that isn’t going away. Technology can fill gaps in service
staff at a fraction of the cost while still creating an efficient front of house experience for
guests.
As customers head indoors, cleanliness remains a key priority. People can’t unlearn the
hard-habits of the last year. By giving visible attention to cleanliness and following the
public health guidelines restaurants can build trust with guests who see these efforts as
a concern for their well-being. Providing as many contactless experiences as possible is
another way to deliver on this expectation.
In 2021, speed of service is essential. Time is now seen as more valuable, with guests
demanding a higher level of efficiency in their dining experience. If a margarita glass is
empty, the expectation is for a second to be delivered to the table as soon as the first one
is finished. Time is of the essence for drink re-orders. And gone are the days of waiting
15 minutes for a server to bring your check to the table; customers want to pay and go.
The conclusion:
Guest Expectations Have Evolved – Have You?
BROPHY BROS. VENTURA
Photo Credit Kcruts Photography
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BROPHY BROS. VENTURA