Case Study

Międzymiastowa speeds up service by 54% with Mobile Waiters

Międzymiastowa speeds up service by 54% with Mobile Waiters
Międzymiastowa speeds up service by 54% with Mobile Waiters

Case Study

Międzymiastowa speeds up service by 54% with Mobile Waiters

Accelerate customer service by:
54%
Increase in sales by
37%
Hours saved
24h

Project:

Speeding up service and improving communication in the premises

Sector:

Gastronomy

Location:

Małe Ciche, Poronin, Poland

Product:

GoPOS, GoOrder, E-menu, Mobile Waiter, GoStock

About the Międzymiastowa Restaurant

Gospoda u Olejorzy is located on the Zgorzelisko glade, at the top of the Małe Ciche ski station. It is one of the most beautiful viewpoints over the whole panorama from the High Tatras to the Western Tatras.

The Małe Ciche ski station has been in operation since 2006 and is one of the most modern structures of its kind in Poland. Every winter it attracts crowds of skiers, for whom the inn is the best place to have a warm and delicious lunch.

The Inn at Olejorzy is located in a classic highland wooden building with modern gastronomic equipment. The interior in highland style, friendly atmosphere, friendly and professional staff make sure that the time spent in the premises will leave customers with the best memories.

The restaurant offers hot meals as well as snacks and desserts. The well-equipped bar meets the expectations of even the most demanding customers. The inn also organises all kinds of special events, as well as outdoor events.

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Gospoda u Olejorzy to miejsce na szczycie stacji narciarskiej Małe Ciche wraz z najpiękniejszymi punktami widokowymi na całą panoramę Tatr. Z tego powodu, szczególnie w szczycie sezonu, z roku na rok powiększa się nasza liczba gości. Wiemy jednak, że ciepłe, domowe posiłki wraz z miłą atmosferą to nie wszystko. W dzisiejszych czasach otwartość na nowe technologie to podstawa udanego biznesu. Szybsza sprzedaż, wydajniejsza obsługa kelnerska, stały dostęp do analiz i raportów to te aspekty, które pozwalają nam - przedsiębiorcom - jeszcze sprawniej obsługiwać klientów. Chcemy wyjść naprzeciw potrzebom zarówno gości, jak i pracowników, tworząc doskonały punkt gastronomiczny, który stawia na technologię, tym samym zachowując niezmienny, góralski klimat.

Właściciel "Gospody U Olejorzy"

Challenge

Guest services

At Miedzymiastowa, 6-8 waiters are responsible (per shift) for serving the guests, who serve nearly 30 tables. Employees have at their disposal 2 stationary POS counters and 2 additional ones located on the bar, which is more than enough in case of moderate traffic. The challenge is at peak times, when this number is often far too low. In order to maintain a high level and quality of service, a solution was sought that would effectively eliminate the problem of queues in front of the POS, which often cause unnecessarily long service times.

At peak times, staff comfort and convenience are also important. In order to increase its efficiency, solutions were sought to help shorten service times and make them easier for staff. The restaurant wanted to completely eliminate the obligation to take orders on cards, which meant that they had to be entered into the POS each time and manually, and then handed over to the kitchen themselves. This long and time-consuming process slowed down service and increased the turnaround time for individual orders. Furthermore, in order to ensure better organisation and increase work comfort, the restaurant manager wanted to implement a solution with which staff would be assigned to serve specific tables.

Induction of new staff

Customer service for new employees was also a problematic issue. Due to the frequent staff turnover in the catering industry, the staff at the Miedzymiastowa restaurant also had to reckon with dynamic changes. It took time to introduce a new member of staff and to familiarise them thoroughly with the menu, which did not allow them to serve customers properly. The restaurant manager was looking for solutions that were intuitive enough that even a new team would be able to drive sales from day one.

Communication between the room and the kitchen

Taking orders in the traditional way - on cards - was not entirely comfortable for the cooks either. It happened that items ordered in this way did not contain precise guidelines, such as any additives or substituted ingredients, and employees - with the increased volume of orders - started to process them in an imprecise order. In addition, the waiter's constant checking of the dish's readiness for serving, prolonged the entire service process and unnecessarily reduced staff productivity.

Engaging customers

Among other solutions, tools were still sought to help develop the restaurant-consumer relationship. The aim was to improve the customer experience and implement functionalities that would encourage customers to buy again and more from the establishment.

Rozwiązanie

Biorąc pod uwagę powyższe wyzwania, zdecydowaliśmy się wprowadzić innowacyjne narzędzia, które skutecznie odpowiedziały na potrzeby Gospody u Olejorzy.

GoPOS sales system

The GoPOS software has streamlined the entire order handling process. It has enabled employees to take orders in as few as three clicks, effectively reducing the time previously required when entering orders at the POS counter.

The software, which is simple and intuitive to use, has also significantly reduced the time needed to induct new employees and has ensured that the entire premises remains high quality and efficient. The training process has become much quicker and hassle-free, and new staff can find detailed information on all items served in the pub in one place from within the app.

The system has also helped the venue manager: it has enabled more efficient management and full control of the outlet, even when away from the venue. Employee billing, which was particularly time-consuming, has become a breeze, thanks to the storage of essential data - such as working time, start and end times, or the rate assigned to a particular position - in one place.

Mobile waiters

Mobile waiters proved to be a particularly welcome solution, which - in line with the establishment's expectations - effectively reduced customer service times and further improved the quality of work for all staff. Employees were equipped with tablets with GoPOS sales software, which eliminated the previous need to take orders on cards. The system allowed them to be conveniently picked up directly at the guests' tables and then - in a few clicks - automatically transferred to the kitchen, without the need to constantly run to the POS station and enter individual order data into the system each time. This has reduced the three-step process of taking and handling an order to a single step - entering the data on the tablet. Once the dish is prepared, the status information is automatically sent and also appears on the waiter's tablet.

Employees are thus able to serve more guests in a shorter time, which has a direct impact on faster table turnover and, in practice, means more sales for the establishment. In addition, they have been assigned to specific tables, which has made it possible to maintain order in their work and provide the highest level of service, to the guests visiting the premises.

The mobile devices, together with the sales system, have made it easier to serve the guests. Thanks to them, waiters can show the consumer what the dish he or she has ordered looks like and the employee himself or herself can offer the best-fitting toppings, assigned as 'suggested'. As a result, even new waiters, without knowing the entire menu, can make suggestive sales.

Quote mark

GoOrder wraz z E-menu to idealne rozwiązanie dla naszej restauracji. Na początku wsparło nasz lokal w czasie pandemii, co pozwoliło na szybkie przejście na sprzedaż samoobsługową, a obecnie w dalszym ciągu ułatwia obsługę klienta. Przechodząc z klasycznych kart dań ze stolików na E-menu, nie spodziewaliśmy się, że aż tak usprawni to działanie lokalu i przede wszystkim pozytywnie przyjmie się wśród klientów. To ogromne ułatwienie i co ważne - przyspieszenie realizacji zamówień.

Właściciel "Gospody U Olejorzy"

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GoKDS system

The GoKDS system introduced in the kitchen has greatly facilitated the work of the cooks and reduced many of the errors that staff previously faced when receiving individual orders on slips of paper. The kitchen now receives precise guidelines for all ordered items, so that staff do not get lost in too much chaotic data or the order in which dishes are served. The cooks have a screen in front of them on which they change the status of orders with a single click: they mark them as accepted, processed and ready for collection. The waiter can also see the information about the various stages, so that he no longer has to run around checking whether the dish is already prepared.

Loyalty programmes GoClient

The loyalty programmes introduced allowed employees to purchase selected promotions and personalised discounts through loyalty cards or vouchers. This allows the premises to create any discounts and generate promotional campaigns - completely customised. The manager are also free to decide which products or categories to include, or on which days and times to apply.

Results

Thanks to the combination of the Mobile Waiter and the KDS system, guest service time was reduced by 54%, where the speed of the waiter's customer service along with the immediate transfer of the order to the kitchen is responsible for 68% of this result. It is worth mentioning that the average waiting time for guests to get their meal was reduced by 9 minutes and to receive their bill by 5 minutes. All this translates into faster table turnover, by up to 22%. The functionalities introduced have eliminated the problem of queues building up in front of the POS counter and have significantly improved the work of waiters. As a result, they are able to serve customers faster and, consequently, process even more orders in a shorter time. All of this has also contributed to the increased satisfaction of guests, who can preview selected items on the tablet screen before they decide to place their final order. The option to display all suggested items has significantly increased the value of orders and made it easier for waiters to suggest extras for different orders. Communication between the room and the kitchen has also been improved. From now on, staff send information about a new or ready-to-collect order with a single click, making it reach the customer in question even faster.

Increase in speed of service by
54%
Faster meal delivery by
9min
Faster turnover of tables
22%

By automatically generating accurate reports to analyse sales, the manager saved an average of 24h of work. Automatic time accounting for the entire team resulted in a saving of 48h, and monitoring of lateness shifted to saving an average of 10h of employee work.

Save hours on report generation
24h
Saving hours on employee billing
48h
More employee working hours
10h

By automatically generating accurate reports to analyse sales, the manager saved an average of 24h of work. Automatic time accounting for the entire team resulted in a saving of 48h, and monitoring of lateness shifted to saving an average of 10h of employee work.

Save hours on report generation
24h
Saving hours on employee billing
48h
More employee working hours
10h

By automatically generating accurate reports to analyse sales, the manager saved an average of 24h of work. Automatic time accounting for the entire team resulted in a saving of 48h, and monitoring of lateness shifted to saving an average of 10h of employee work.

Save hours on report generation
24h
Saving hours on employee billing
48h
More employee working hours
10h
Green dots
Quote mark

Tworząc nasz system zwracamy uwagę przede wszystkim na to, aby dostarczał gościom nie tylko kompleksowych rozwiązań, ale takich, które dobrane są bezpośrednio do ich indywidualnych wymagań. Każdy lokal jest inny, a jego wyzwania różnią się w zależności od potrzeb. W Gospodzie u Olejorzy udało nam się przyspieszyć obsługę klientów, ułatwić pracę personelu i zwiększyć wzrost wartości zamówień. Rozwiązania wzbogaciliśmy o system magazynowy, który skutecznie usprawnia kontrolę magazynu i pozwala na większą oszczędność w Gospodzie.

Grzegorz Kożuchowski
Dyrektor generalny, GoPOS

Jakie funkcje systemu pomogły restauracji?

Poszczególne funkcjonalności oprogramowania usprawniły wiele działań w Gospodzie u Olejorzy. Oto rozwiązania, które doskonale odnalazły się w lokalu.

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