In order to remain competitive in the hospitality industry customer service needs to be a high priority. This means more than just making sure staff are polite and that the customer receives what they have ordered without having to wait endlessly. Customer service includes every aspect of what they see and experience whilst they are in the store, restaurant or pub.

As well as investing in staff training, the interior layout and marketing, leading players in the industry are starting to look at emerging mobile technologies offering innovative solutions to help staff provide the high level of service that customers demand.

Most of us have got used to using mobile devices to give us the flexibility of not being tied to a desk and now regularly use laptops, mobile phones and PDAs. However, the hospitality industry is only just starting to realise the benefits of giving staff the freedom to remain on the floor, amongst the customers rather than having to return to the counter or make trips to the kitchen to confirm whether the customer’s order is ready.

Hand-held order terminals are starting to become a feature in food-led outlets, but the advent of EPoS solutions, and specifically Chip and PIN, was something of a ‘eureka’ moment in stimulating new thinking about ways of bringing the till to the table.

Combining the ordering terminal with the payment terminal ensures staff are out on the floor, serving customers and up-selling through prompts on the screen at all times. Carrying only one small device, they can take payment, print receipts, manage stock and the devices even double as a mobile phone! The rugged, multi-functional terminals are designed to be easily adaptable to fit any environment in the hospitality industry.

By providing a holistic approach using just one device, the customer will experience a smoothly run business throughout the whole process of ordering and paying. The staff will have instant access to all the information they require and will be able to immediately answer customer queries – such as: what the specials are; whether there are items on the menu that are no longer available; what the subtotal is on the bill; whether there are nuts in the chocolate tart; or even what wine would go with the lamb.

From the restaurant, pub or hotel’s perspective, using these mobile terminals will not only provide a good return on investment by combining the two functions, but will also reduce the amount of time staff spend on each customer whilst ensuring their experience is enjoyable.

The devices will reduce table dwell time by making it easier for staff to take the customers’ order at the bar or whilst they are queuing, as well as shortening the transaction time at the end of their meal. Staff will also have up-to-date information about each table or customer’s order so they can provide a good service even if they are not specifically assigned to them.

A new world of customer service is opening up to the hospitality industry as these devices continue to be developed. Following in the footsteps of self-checkout in supermarkets, the not too distant future will see mobile tablet PCs which will enable diners to order their own food at the table.

The experience of office based industries is that mobility increases productivity – these new devices offer the same benefits to the hospitality industry and now is the time to invest in order to stay ahead of the competition.

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