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Virtual waiting lists and contact traceability, the two urgent demands of restaurant customers

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The number of cases of infection by SARS-2 keep ascending all over the world, and now Europe is again at the head of the planet with a second autumn wave that puts the restaurant sector in check again.

In order to overcome this difficult situation, hospitality professionals need to have a clear understanding of how to resonate with customers.. Do we know what the needs of potential diners are at these precise moments? There is no room for doubt, one of the main concerns of clients is their health, and in order for them to be encouraged to eat out, it is necessary to ensure that their well-being is not compromised.

Visitors need a minimum of security before you risk eating out. There are several points that the restaurant can attend to to have a good claim in full coronavirus crisis. Recently a study has revealed that two technologies that appeared due to the pandemic and the spring confinement are good business boosters in the current situation; namely: virtual waiting lists and contact traceability.

The virtual waiting lists are a digital addition to apps restaurant mobiles and the reservation and order management tools of associated companies. It is simply a utility that allows the user to know how full a place is and how far it is from the maximum capacity, as well as plan a visit with priority when the place is full and you have to wait for a diner to leave the dining room. One of the first platforms to incorporate virtual waiting lists has been Waitry.

In this way, users of virtual waiting lists do not have to enter the establishment before they are assigned a table, They can make the most of their time doing other tasks or making the most of their leisure, without having to wait inside the restaurant.

On the other hand, the contact traceability It is a very popular technology right now. It is neither more nor less than establish measures to control access, exit and interactions of people who drink in a bar, cafe or restaurant, so that in case of SARS-CoV-2 infection of a visitor, all people who had been exposed to the virus could be treated as soon as possible by the health authorities, minimizing the impact of a potential outbreak.

The first of these technologies can be applied in any digitized restaurant in a very simple way. However, it is somewhat more complicated if the restorer has not yet embraced the new technologies. If that is the case, there is always the option to participate in projects with some online reservation portals for restaurants, that have already included virtual waiting lists, and they are expected to do so soon Google My Business e Instagram.

On the other hand, traceability is more expensive. If they are not intended human Resources to the task, then there is no other option but to resort to artificial intelligence and the installation of a closed circuit camcorders with facial recognition capability. Technology isn't exactly cheap, is not sufficiently developed yet and may conflict with privacy laws, especially in Spain, that by being part of the strict European Union, is subject to much more limiting measures than in the US. THE. and other countries in America, more lax in this regard.

In any case, These two technologies are the most demanded by diners according to a survey conducted by SevenRooms, a restaurant reservation management company specialized in user experience, made in partnership with YouGov PLC, internationally renowned market analysts.

Survey, conducted among consumers of legal age in EE. UU., collects the perceptions of more than a thousand people (1237 to be exact) and transforms all the answers into a series of points that restaurants must know if they want to successfully overcome all the difficulties they are having in the midst of the coronavirus crisis to boost the traffic of people passing through their premises.

Specific, the following points should be highlighted:

  • A 22% of diners want to eliminate any type of waiting in the premises. They wish to arrive and sit at their previously assigned table. They understand that for this the existence of a dynamic virtual waiting list is completely necessary.
  • A 21% of diners want their meals away from home not to mean a loss of control over the people they come in contact with. Non-interaction continues to be the main prevention tool against COVID-19 and therefore contact traceability is a prerequisite for more than a fifth of potential diners.
  • A 17% of diners want to be able to consult the menu and pay without using physical objects; that is to say, say goodbye to paper menus, trays with account and card readers among others. The QR codes, good interaction with virtual wallets and compatibility with app restaurant mobile are the main requirements, but a 13% they look for restaurants 100% contactless.

The survey conducted by SevenRooms and collaborators among the 31 July and 3 August in EE. THE. It also highlights some cases in which diners are predisposed to share their personal information with the restaurateur. These are:

  • Possibility of receiving discounts, promotions and offers for food delivery at home
  • Contribution to the restaurant's traceability efforts and obtaining personalized notifications related to the coronavirus crisis and the restaurant
  • Improvement of the user experience through the personalization of the services offered

In the first two cases the receptivity of the clientele borders or reach the 50% of the participants in the investigation, while when it comes to personalizing the service only the 24% of users would be willing to provide their personal information.

These high rates indicate that restaurants can take advantage of the harsh conditions that currently exist to expand customer databases and improve retention and loyalty going forward. As the saying goes, Every cloud has a silver lining; in these difficult times that the coronavirus has brought us, you have to know how to see the good side of things.

About the Author

Article by the editorial team of DiegoCoquillat.com. It has professionals both in the field of hospitality, gastronomy and tourism, and new technologies and innovation.

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