Ziosk e-menus: Improving the restaurant experience for owners, diners AND waiters

Written by: Loz Blain

Date: July 13, 2015
At first glance, it's easy to come to the conclusion that the Ziosk tablet heralds the end of
table service jobs. After all, these faceless waiters can take your food and drink orders at any
time you like, they can offer you today's specials and upsell you, they can take your payment and
tips heck, they can even entertain your kids or post a group photo to Facebook for you. So
what's left for your friendly, fleshy, human wait staff to do? More of what they're best at, as it
turns out.
Dallas-based Ziosk has emerged as the runaway market leader in e-menu implementation
in the United States. Claiming a 95% market share, Ziosk's tablets are now deployed in more
than 1500 restaurants across America, including all Chilis and Olive Garden locations.
The concept is pretty simple instead of waiting for your waiter to come by, you use a
small 7-inch, networked Android tablet to order at your leisure. Feel like a drink? Put a
supplementary drink order in at any time. Menus are always up to date with the latest items and
photos, specials can be rolled out instantly across entire restaurant chains.
The tablets are also equipped with encrypted payment facilities, allowing customers to
pay at the table whenever they like. As a diner, you don't need to catch your server's attention to
order or pay any more.
The benefits for restaurant owners are huge when people don't need to wait for busy
staff to put their orders in, the wheels of commerce are greased considerably. Tables can get in
and out up to five or ten minutes quicker than usual. When an extra round of drinks is just a
touch away, people order more, boosting Per Person Average (PPA) takings, and many locations
are reporting a big boost in dessert sales whether it's because the sticky date pudding has been
staring moistly at diners all through main course, or because people don't have to confess their
sweet, treacly, shameful desires to a human waiter.
And it doesn't stop there. According to Ziosk, users are over 10 times more likely to sign
up to loyalty programs and 30 times more likely fill out customer experience surveys. The tablets
help promote the restaurant by taking group selfies and posting them to social media for you,
complete with "check-ins." And the tablets keep restless kids (and adults) occupied with 99-cent
"premium content" video games and trivia quizzes many designed to involve everyone at the
table and fire up conversations.
To make it even more of a no-brainer for restaurant chain owners, Ziosk operates on a
deal that costs a restaurant owner less than nothing to implement. The company takes its monthly
subscription fees out of premium content sales, and then works on a 50/50 cut for further
premium content above and beyond that mark.
It appears to be working well, and the model is growing steadily across the US. But what's
surprising is that waiting staff, whose jobs would ostensibly seem to be under threat here, are

seeing the benefits of the technology as well. Freed from much of the lug work of writing and
relaying orders, and ferrying cash or credit cards around, they're able to deal with more tables
and spend more time chatting and building relationships with customers. There's fewer ordering
mix-ups, and customers tend to be happier since they're much more in control of the timing.
So the average server is dealing with more tables full of happier people - and the payment
system makes automatic tip suggestions. The result? Many servers arereporting a boost in tips.
This may be a rare case of a win-win-win technology.
Or it may not. Chains will likely work out exactly how many extra tables their wait staff can
handle with a Ziosk or similar system on board, and cut down on jobs in response. Not a big deal
for a single restaurant, but something like Olive Garden represents more than 800 restaurants
across America. A change in policy might affect thousands of jobs. This kind of thing is likely to
gather steam as customers become better trained to do more of the work themselves, like they
have with self-service supermarkets and petrol stations.
And it doesn't take much to imagine this kind of thing being rolled in with robot waiter
technology sometime in the future, to the point where a restaurant could begin to operate on a
skeleton human front-of-house staff. There will always be smaller restaurants offering a more
human experience, but when big chains go automatic, there's a far greater chance to affect the
employment landscape. Still, it's hard to argue Ziosk and its competitors aren't smoothing some
sharp edges off the casual dining experience.
Now, for god's sake, let's start deploying this thing in bars and nightclubs so we can get a
drink without having to fight for elbow room on some sticky counter.

The energy efficient restaurants setting a sustainable standard: Implementing green

initiatives leads to cost savings and is a hit with environmentally-conscious customers,
writes Claire Burke.
Writer: Claire Burke
Published by: The Guardian UK edition (2015n)
Running a busy restaurant is demanding. With customers to please, health and safety
regulations to comply with and turnover to think about, there can be little time to take a step back
and evaluate whether the business could be more efficient. However in a sector that uses a lot of
power, many restaurants find that doing just a few little things to reduce their energy
consumption could make a big difference to their bills. Similarly, reducing water consumption
and waste doesn't have to be a headache. Implementing green initiatives often leads to cost
savings in the long-term and they can be a hit with environmentally-conscious customers.
Wahaca, a restaurant group that serves Mexican food, is blazing a trail with its ecofriendly credentials. It has won several sustainability awards and its environmentally-friendly
ethos is incorporated at every level of the business.
"From day one we've always been an environmental company," says co-founder of
Wahaca, Mark Selby. "We used the dance floor from Bad Bob's to build the walls and the bar of
our Covent Garden restaurant. The builders didn't understand why we didn't throw it away. As a
business we've always been driven by sustainability and not leaving a footprint on the planet. I
think we were the first restaurant in the UK, along with Acorn [House], to recycle all of our
waste. Nothing goes to landfill." Some of it is turned into compost and some of the food waste,
through anaerobic digestion, is converted into biogas and liquid biofertiliser.
The company wants to cut its energy use where possible and has set itself a target. "We're
aiming to reduce energy use by 10% by 2017," says Selby. The business didn't choose to be
sustainable for financial reasons, says Selby, but he acknowledges that it's a benefit of operating
in accordance with its values. "For us it's the environmental benefits rather than the cost
savings."
Wahaca is always on the lookout for new technology that will help it achieve its
sustainability goals and it has installed cutting edge equipment in its newer restaurants. Selby
says: "Our hand dryers are energy efficient, we have waterless urinals. In the kitchens we have
knee operated taps so you're not using more water than necessary." The business strives to use
only as much power as is necessary. "Wherever we can avoid having power on the whole time
then that's great." The kitchen extractors, for example, turn on when they detect smoke. "Instead
of having them on all day, they're activated by smoke. When there's lots of smoke they ramp up
to the full extract."
Another measure has been to remove the water boilers. "They're fairly inefficient in the
way they heat water," explains Selby. Hot air generated from the fridges and freezers is reused to
heat the hot water which means they don't have to burn additional gas. "We use that for all of the
hot water going into the toilets." Lighting in the restaurants is activated by movement.

These initiatives have had a considerable impact, says Selby. "In our last four or five
sites, there's been a 15% reduction in our energy bills." He adds: "We've not yet retrofitted the
other restaurants as we'd need to close the restaurants for a few days, but it's in all of our new
sites."
By keeping a close eye on energy usage the company is able to spot where it is being
wasted. It uses the data from half hourly meter readings to track electricity consumption. "We
noticed that at 3am the air con in our Canary Wharf restaurant kicked off. With the half hour
measurements we can see where we're using energy efficiently."
Selby says they are continuing to research new equipment and technology. One area
they're interested in is floor tiles that generate energy when stepped on. "As a business we're
constantly looking at how we can keep pushing boundaries." Looking to the future they have big
ambitions for reducing water use. "Down the line we're looking at collecting rainwater and using
that as a water supply," says Selby.
Mister Singh's India in Glasgow has also been improving its green credentials. The
restaurant has been working with Zero Waste Scotland to establish where and how it could be
more efficient. The restaurant has recently introduced an initiative to reduce its food waste. "If
customers can't finish their food they get to take it away with them in recycled containers,"
explains Mark Singh, managing director of the business.
One relatively straight forward measure that has proved effective is having a timer on the
fridges behind the bar. "Once you've closed at night, you're not using the bar area or fridges.
However the fridges stay on overnight so that the beers are cold and the cola is chilled." They
decided to put the fridges on automatic timer, so they went off at night and came on in the
morning, allowing a couple of hours for the drinks to chill before they open their doors to
customers. Some fridges will need to be left on depending on the type of drink. "You just need to
use common sense," says Singh. "Don't change the temperature for beer or wine, but something
like cola, it's not going to affect the taste."
Trewin Restorick, founder and senior partner of the charity Global Action Plan, which
helps businesses and communities become more sustainable, says: "Behaviour change alone can
reduce energy bills by as much as 20% so the first thing to start with is to get your staff engaged
so everyone can get involved. We worked with the Cinnamon Club in London, where they were
able to save 124 per year by just simply switching off drinks fridges overnight, when they didn't
need to be running. Another simple top tip is fitting tap aerators which can considerably reduce
the amount of water and gas used by businesses."
The British Hospitality Association advises restaurants to make sure all electrical
equipment is regularly serviced as old and underperforming equipment, for example fridges, can
be very inefficient. "Sometimes swapping old for new will be more efficient from both an energy
and money saving perspective." Also: "Ensure your team are energy smart and aware. Instil tips
and guidance on energy saving into your induction and training, for example switching lights off
when not required."

In St. Paul, School Lunches Go Mobile

Writer: Laura Michaels
Date: August 2015
A food truck serving veggie sticks and turkey sandwiches might not draw the typical
lunchtime office worker crowd but thats OK with Stacy Koppen.
As the nutrition services director for St. Paul Public Schools, Koppen had different
customers in mind when she put together a $25,000 grant proposal for the truck that this summer
debuted as a mobile school lunchroom, offering free meals to kids and teens across the city.
Its always been a challenge to get kids and teens to participate in the summer lunch
program, explained Koppen of the federally funded program providing free meals to kids at
standing locations such as libraries and community centers. When we drilled down we saw that
transportation was the issue.
The food truck, which hit the road in June, makes stops Monday through Friday at
locations such as Lewis Park and Sibley Manor Apartments; the district, in which about three in
four students qualifies for free or reduced-price lunch, estimates handing out more than 1,000
meals each day through August 28.
Minneapolis Public Schools took its summer lunch program mobile two years ago and
now also uses the food truck to introduce students to new foods such as beet hummus and to taste
test entrees including turkey burrito bowls.
In St. Paul, food truck meals consist of cold sandwiches and salads, fruit and vegetables,
but Koppen said eventually shed like to add hot entrees and likewise use the truck to help gather
the multiple perspectives of students and parents with varying cultural backgrounds.
According to the district, its more than 39,000 students speak more than 125 languages
and dialects, and Koppen said meals present an opportunity to exchange views and hear new
ideas.
Food is something that everyone can relate to and understand, she said. No matter
where you are or what your circumstances are.
Students are curious about different cultures and ingredients, and Koppens department hosts
numerous taste tests and creates meals inspired by different groups. A coconut chicken entre, for
example, made with coconut milk, peppers and sweet potatoes, spiced with a blend of turmeric,
ginger and garlic, was inspired by the districts fast growing population of families from the
Karen ethnic group of Myanmar.
The district is also expanding its Farm to School program and continually works with its
vendors to obtain clean label, natural foods.
Whats most important to St. Paul Public Schools is student success, and we know how
important nutrition is to student success and we take that role very seriously, said Koppen.

Breakfastarians Are Feeding US Restaurant Growth

Writer: Lisa Baertlein
Date: Aug. 4, 2015
Breakfast for dinner, anyone?
Call it the rise of the Breakfastarians the dining tribe that craves breakfast food
morning, noon and night.
Sales of morning standards such as coffee, pancakes and doughnuts are feeding U.S.
restaurant traffic growth, outpacing lunch and dinner items. The trend is driven by an improving
U.S. job market, with more Americans on the go in the morning and willing to spend on meals
outside the home.
It has prompted companies from fast-food leader McDonalds to North Carolina-based
buffet chain Golden Corral to experiment with all-day breakfast. They are joining chains like
Dennys, IHOP, Jack in the Box and Sonic, which for years have offered breakfast anytime.
Taco Bell took the morning plunge about a year ago and breakfast now accounts for 7%
of sales. Dunkin Donuts sells breakfast sandwiches all day and says they are a growth driver.
When people work, they eat out more often. Fast-food chains are the first to benefit
because (people entering or returning to the workforce) are going to go for the more affordable
stuff, said Malcolm Knapp, whose Knapp-Track service keeps tabs on restaurant sales and guest
counts.
Its hard to screw up breakfast everything goes well with bacon, he added.
Breakfast visits were up 4% for the year ended May 2015, largely due to gains at fastfood chains, while lunch and dinner visits were flat, according to research firm NPD Group.
There is no official tally of how many Americans consider themselves Breakfastarians, a
term that popped up on the Internet a few years ago and was embraced by IHOP ads.
A 2014 survey by the National Restaurant Association showed 72% of U.S. adults wished
restaurants would offer breakfast items all day.
The trend has been on the rise since 2011, and has been a bright spot for big national
chains. McDonalds, Starbucks, and Panera Bread recently highlighted the strength of breakfast
sales in their quarterly reports.
When a companys breakfast business gets to scale, it can be very profitable, said Sanford
Bernstein analyst Sara Senatore. She estimates that breakfast accounts for about 25% of
McDonalds sales and roughly 40% of profit in the United States.
Still, not every chain will win at breakfast.

Consumers are generally reluctant to make changes to their morning routine, Senatore
said. Beyond that, egg prices have soared since a U.S. bird flu outbreak forced producers to cull
millions of chickens.
Starbucks said it got a sales bump from its bakery expansion, new drinks like the flat
white, an Australian import made with whole milk and more concentrated espresso.
Paneras breakfast business grew faster than lunch and dinner during the latest quarter,
but breakfast sales came with a lower margin.
McDonalds, which dominates the fast-food breakfast category and is working to end a
U.S. sales slump that has persisted for more than a year, said its breakfast business has proven
resilient to the industrys intense competition.
Chief Executive Steve Easterbrook expects McDonalds third-quarter global sales at
established restaurants to grow, but warned that all-day breakfast is no silver bullet.
Some franchisees are concerned over the additional cost of serving breakfast all day,
while others worry it could dent sales if diners opt for lower-priced Egg McMuffins over higherpriced burgers.
Elsewhere, privately held Golden Corral is considering extending or making permanent
its traffic-boosting summer Breakfast for Lunch and Dinner promotion. Dennys, whose
breakfasts are legend with the late-night party crowd, is in turnaround mode and has seen its
traffic rise for the last three quarters.
Pancake chain IHOP, which has been in the business of all-day breakfast for more than 57
years, in May took direct aim at the movement, launching an ad campaign celebrating
Breakfastarians.

3 Energy Efficiency Trends in Foodservice Facilities

Writer: Ross McAllister (Director of the Catering and Food technology, Fridgeland)
Date: 5/4/2015 10:52 AM
From managing hot water more efficiently to cloud-based software solutions gaining
traction in building technologies, commercial buildings are becoming more energy efficient.
With restaurants using almost three times as much energy as an average commercial
building, food businesses are taking notice of these trends in energy efficiency. In fact, by
making efficiency upgrades and taking simple actions to reduce energy consumption by 20%,
restaurants and other food businesses can increase profits by 30% according to the EPA.
Here are three ways in which we'll see commercial foodservice buildings become more
energy efficient in 2015:
Manage Hot Water More Efficiently
There are a number of ways commercial service providers can reduce water consumption
for greater operational efficiency and cost savings. Installing energy-efficient water heaters is
one popular way to dramatically reduce energy consumption.
Because restaurant kitchen equipment uses a great amount of hot water, reducing water
usage directly helps decrease water heating costs. Equipment that require continuous water flow,
such as dishwashing equipment and food preparation sinks can be made more efficient by
upgrading components to include water distribution pipes, more efficient low-flow pre-rinse
spray valves, thermal efficient faucets and other appliances with a higher Energy Factor (EF).
Additionally, ENERGY STAR-certified commercial water heaters include tankless units
and gas storage technology that utilize 25% less energy than a traditional commercial water
heating unit.
Participate in a Demand Response Program
Foodservice accounts for 8% of total commercial building energy consumption in the
United States, and electricity accounts for nearly half of foodservice energy consumption.
Demand Response Programs offer financial incentives for restaurants and other food
businesses to temporarily reduce energy consumption upon request during periods of high energy
demand. The most common example is rewarding energy reduction during high seasonal
temperatures, but there are also innovative new Demand Bidding Programs (DBP) that operate
year-round. Demand Bidding Programs are low-risk and pay restaurant owners an incentive to
reduce electric load during peak days and times. This day-ahead program requires submission of
load reduction bids on an hourly basis, requiring a minimum load reduction bid of 10 kW for two
consecutive hours with an incentive payment of $0.50/kWh for qualifying load reduction. There
is no penalty for failure to reduce energy during the period.

Manage data in the cloud

The software-as-a-service (SaaS) model of technology implementation, already widely
adopted in industries around the world, has finally penetrated the restaurant industry as well.
Asset-level submetering is now more efficiently tracked via cloud-based technologies
because unlike traditional metering solutions, which only measure total energy usage,
submetering allows business owners to more specifically understand the energy usage in specific
areas within the business, allowing them to optimize equipment performance accordingly.
The cloud is also gaining traction among foodservice companies that are looking for
easier ways to streamline systems and facilitate corporate communications and data sharing.
Particularly for larger companies who may have a dispersed workforce, new cloud-based
technologies are filling a void as new products on the market facilitate collaboration between
employees, allowing them to quickly share information and ideas online. Additionally,
employees can host e-meetings without being in the same physical building, which can cut
transportation costs while increasing innovation.
Finally, several cloud-based tools are increasingly helping foodservice businesses run
more efficiently by making it easier to access real-time data about their supply chain. New cloudbased systems help facilitate communication and synergies between a business and its supplier
community. These apps help suppliers to access the rate at which a business runs through its
inventory so they can meet any changes in demand before issues arise. This improves operational
efficiencies for both organizations. Easier to maintain and quick to update, cloud-based
technologies are able to easily scale with a growing organization
Ross McAllister is Director of the catering and food technology sales company Fridgeland.