PowerPoint Presentation 03/01/2014 1 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved1 Technology Strategies for the Hospitality Industry, 2nd[.]
03/01/2014 Restaurant Management Systems Chapter Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved Context • August 18th, 2011 NRN article on restaurants and millennials: • Wifi not a top three concern • 80% did not follow restaurant on Social Media • Top are: Price Customer service Proximity Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 Interview • • • • • Mark Hamilton RealTime Intelligence Security – Loss Prevention (LP) Waste and Fraud 1.5% of Gross Revenue Our margins? Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved INTRODUCTION • Restaurant management systems (RMSs) are the crucial technology components that enable a single outlet or enterprise to better serve its customers and aid employees with food and beverage transactions and controls Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 RESTAURANT MANAGEMENT SYSTEM (RMS) COMPONENTS • The size and scope of RMSs vary among organizations • There are five main offerings: – The point-of-sale (POS) system – The kitchen management system – Inventory and menu management systems – Reservations and table management – Back office applications and interfaces Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved RESTAURANT MANAGEMENT SYSTEM (RMS) COMPONENTS FIGURE 6-1 Point-of-sale systems such as this from the MICROS Corporation aid servers and managers in a growing number of ways Because of their proximity to food and beverages, POS systems are often built to be more resistant to spills and other mistreatment than other pieces of technology Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 RESTAURANT MANAGEMENT SYSTEM (RMS) COMPONENTS • Other POS Functionality – DECREASED SERVICE TIME – ORDER ACCURACY – SECURITY OF CASH TRANSACTIONS AND INTERNAL AUDITING FUNCTIONS – REDUCED TRAINING BURDEN – LABOR SCHEDULING AND PERFORMANCE CONTROL – ANALYTICS Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved RESTAURANT MANAGEMENT SYSTEM (RMS) COMPONENTS The Kitchen Management System list time training Inventory and Menu Management – Inventory Levels and Consumption – Purchasing – Theft Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 Reservations FIGURE 6-2 Restaurants with computerized reservations systems have more options for handling current and future business Current information is just a mouse-click away (Source: OpenTable, Inc.) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved Table Management FIGURE 6-3 Table management systems such as this from OpenTable provide a bird’s eye view of an establishment as well as specific details of each table Armed with this information, management can better serve its occupied tables and have access to past table history (Source: OpenTable, Inc.) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 10 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 Table Management • Digital FOH layout • Interactive • Alerts Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 11 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved OTHER RESTAURANT MANAGEMENT SYSTEMS • The delivery restaurant management system (DRMS) is a software and hardware package that works with the POS and other systems with an emphasis on the delivery of orders • The DRMS was designed a little differently than the RMS and is divided into three major components: – Storefront operations - basic – System functions - changes, promotions – Back office – basic, drive through can be offsite Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 12 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 SELF-ORDERING • For certain food and beverage segments, kiosks are seeing increased usage • Self-ordering kiosks are stand-alone or networked devices that mainly allow for order-taking in food and beverage settings – In other settings, they may provide currency, tickets, or even room keys Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 13 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved SELF-ORDERING FIGURE 6-4 Menu boards are becoming more digital, allowing for easier changes and customer interactions Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 14 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 PROPRIETARY VERSUS NONPROPRIETARY RMS • Proprietary is synonymous with private • Proprietary systems come from a single source • Mixing and matching software and hardware from other vendors with these components can be troublesome, if not impossible Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 15 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved SECURITY AND COMPLIANCE • With the restaurant industry highly vulnerable to credit card breaches, the major card carriers (Visa, MasterCard, etc.) have mandated that certain steps be adhered to for outlets that wish to accept credit cards – These steps are contained in the Payment Card Industry Data Security Standard (PCI DSS) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 16 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 SECURITY AND COMPLIANCE Maintain a firewall Change vendor-supplied passwords Protect stored customer data Use encryption Use and update antivirus software Develop and maintain secure systems and applications Reduce access to data by a need-to-know basis Assign a unique user ID to each computer user Restrict physical access to cardholder data 10 Track and monitor access to all card holder data 11 Regularly test security systems 12 Maintain a policy that addresses information security Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 17 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved