Get your hospitality business onboard with techAuthor: MOBI
Although we live in a world where technology has become part of our everyday lives, in certain instances, big changes involving new technologies can sometimes face resistance. When it comes to implementing new technologies to better your business, being as proactive as possible when it comes to planning and preparation makes for a much smoother transition.
When it comes to implementing new tech, there’s a number of considerations, both from a business perspective but also a personal perspective that need to be considered. Not only do you need to do the right amount of research to select your tech, you also need to ensure your staff and key stakeholders know what’s coming, why, and what it means for them and their job. These considerations are important at any level, but especially more important (and potentially require much more lead time) at the enterprise level when you’re managing multiple teams across multiple locations.
Create a timeline
Prioritising is key. We don’t expect you to decide one day you’re going to change your entire store to be digital first, or that you’re going to overhaul your current tech stack. So, it’s important to decide where there’s currently operational gaps that could be improved by introducing new technologies. For example, a big gap at the moment is being caused by the massive labour shortage across the globe. Many restaurants are short on frontline staff to seat guests and take orders, therefore turning to QR code table ordering.
Once you’ve identified your gaps, investigated and had the recommended tech to fill those gaps approved at all levels, it’s time to come up with a plan for implementation. First, you’ll want to create a timeline that’s realistic for your business. Managing new tech across 5 locations is very different from 25 locations, so ensure you give yourself enough time.
Considerations for your timeline may include:
- How quickly the tech can be implemented across locations
- How many stakeholders will need to be briefed (franchise owners, store managers, frontline staff)
- What communications, meetings or materials will be needed to ensure your team is onboard with the change from the get-go.
Back to our point about how sometimes people can feel resistant to new tech, especially in the workplace. Get ahead of any concerns by preparing and strategies around potential questions and concerns, so you can address them with confidence upfront.
As well, consider questions, comments or concerns at all levels. For example, implementing new table ordering technology may mean franchise owners have questions around how they shift their staff schedules, whereas frontline staff may have more specific questions around functionality and how to guide guests to use the tech. Creating an open two-way conversation will also bring anything you might have missed to the surface early so you can prepare yourself and your teams.
When it comes to your communications, we recommend thinking:
Problem → Technology → Solution/Benefit → Desired Outcome
Example: Not enough frontline staff to serve customers, take orders, and run food → Introducing Table Ordering and Skip the Queue → Customers become more independent, servers can focus on experience and running food → Customers have more control, frontline staff are no longer stretched thin, increased order times and order values, COVID-19 safe
Have a plan
The more you can plan for adoption issues, the better you’ll be able to keep things moving forward. Not only is it good to think about a proactive plan, such as information and training sessions, but it’s also important to think reactively. If you run into tech issues one day, what can staff do to rectify the situation and assist guests with troubleshooting?
New technology has benefits both in the immediate and long term. Communicate how these will make the business better on a day-to-day level, but also how you see this improving overall operations in the long term. Reiterating the messaging and benefits will help ensure your teams are onboard with change.
Celebrate the wins
Table ordering creates more opportunities for increased table turnover, increased average order values, and repeat customers. When you see success from your technology (as a result of your team’s onboarding), be sure to let them know. A little praise goes a long way.
Not only is praise important, but it’s important to acknowledge how every level has helped ensure the businesses success. Commend your frontline staff for adopting and educating guests on the shift in business. Commend your store managers and franchise owners for ensuring staff feel educated and empowered through the new tech integrations. If you see certain locations having a higher table turnover, making more sales, or simply receiving better customer feedback, celebrate those wins with everyone.
Find a partner to help you
And last but certainly not least, don’t take it all on yourself. Working with a technology partner is a great way to access resources and expertise on how to make it a seamless introduction in your business. Don’t reinvent the wheel when there’s experts out there to help you make the right choices and plan for your business best.
If you’re looking to make a change in your business, consult with a MOBI expert who can discuss the best solutions for your needs and guide you through the onboarding process. We’re here to make your job easier and your business run smoother.
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