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4 Technology Considerations for Managing the Mobile Guest Service Movement
Jun 13, 2018
Regardless the generation, our emerging culture is typified by the extensive use of mobile technologies with high connectivity and contactless transactions. These technological capabilities are having a profound effect on the way we make dining decisions - from where we choose to dine and what we order - to how we prefer to pay for the dining experience. Operators who adapt well to this fundamental cultural shift will be among the first to take guest service to new levels. Mobile POS (point-of-sale) is at the top of the list of technologies that enable guest service innovation. Here are just a handful of the most important considerations that go into selecting a reliable, mobile point-of-sale solution.
Enhanced Security - When considering whether a new mobile POS system will protect data, think of it in two different categories. The first is cardholder data - sensitive payment information used by and belonging exclusively to guests. The second is business data - information about employees and overall business performance. In today’s world of headline-making data breaches, it’s important to ensure both sets of data cannot be accessed or misused. Consider how well the new mobile POS system protects data today. Does the new technology come with greater protection? Depending on the age of the current POS, the answer should be a resounding “yes”.
Complete Advocacy - It’s no surprise that any significant undertaking often requires the strong support of leadership. Leadership and owners should not just agree to adding mobility, they should be actively engaged in the decision-making process, and contributing tactically - having a hand (or voice), during the implementation of the new system. Staff involvement is just as essential. Plan to involve staff during testing, and certainly during the pilot. The front-line staff often have insights that can’t otherwise be anticipated. Ask for their ideas and listen to their concerns. They can shed light on potential pitfalls and help identify inefficiencies. Engage leadership and staff at regular intervals and seek their continuous feedback. With support from leadership, operators have the most complete advocacy team for a seamless transition.
Strong Partnership - Engage with technology partners that understand the details of the business. Every day, restaurants are adopting mobile solutions to improve their operations. A strong partner should complement the decision-making and deployment processes, and have a track record of success. Seek a partner with a mobile POS solution that integrates with other industry apps that may already be in use.
Seamless Integration - The implementation should be as straightforward as possible. Migrating to, or augmenting existing systems with handheld POS tablets needs to be as seamless as possible. Think about the existing technologies that staff are accustomed to and look for mobile POS that provides integration to those existing solutions. Depending on the business, these may include inventory and procurement, property management, payment processing, gift cards, marketing and loyalty, casino management, to name just a few.