Author: TAM of Nevada

Restaurant Technology – Digital Restaurant Menus Appeal to Busy Customers

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tablet ordering in restaurantIt’s considered rude to browse the web on your smart phone while seated at the dinner table, but in an increasingly tech-savvy world and competitive dining industry, restaurants are breaking their own rules. Some restaurants are looking for new ways to appeal to busy consumers, and to move as many happy customers in and out of their establishments in the most efficient way. As Mitch Lipka points out in his article, “Will digital restaurant menus get you to spend more?” one method is asking patrons to get more involved in the dining out experience by ordering or viewing menus on tablet devices such as the iPad®. We here at TAM® of Nevada really enjoyed this article and are interested to see if, and how, this technology will continue to grow, especially in the Las Vegas area.

The draw of digital menus includes the benefit of being able to offer more information about menu items without worrying about taking up too much real estate on a menu page. Diners are likely to spend more money and order additional items if they can see photos to go along with dish and cocktail descriptions. Additionally, there’s an opportunity to include allergen information, or even suggested wine pairings to go along with each dish.

Increasingly tech-savvy customers are seemingly open to the new trend. According to the National Restaurant Association, 41% of consumers surveyed said they have used a computer to view menus, order food or make reservations online in the last month. Additionally, 46% said that if offered they would use a smartphone to make a restaurant reservation or place an order at a touch-screen kiosk (National Restaurant Association).

Of course as with any new technology, digital menus and ordering also run the risk of becoming a passing fad. For another opinion on this new movement, check our Michael Austin’s article for the Chicago Sun-Times, “Pour Man: iPad wine lists let your fingers do the ordering.” Do you think moving away from paper menus and into digital menus will catch on and become mainstream? Only time will tell.

Have you seen these types of programs in use anywhere yet? What do you think about allowing customers to order off of digital menus: great idea or doomed to fail once the first drink is spilled on a device?

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What’s New at the TAM® of Nevada Office

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TAM of Nevada training centerThe seasons are changing! Fall has arrived shorter days, longer nights, and spooky Halloween celebrations, and soon we’ll roll into the holiday season. Here at the TAM ® of Nevada office, we’re keeping busy with our regularly scheduled online and classroom courses, along with a handful of other special events. Here’s a quick rundown of what’s new and exciting:

  1. A Spanish Class will be offered on Thursday, October 17th at 9:00am at our office in Las Vegas. For Spanish speakers who wish to complete their TAM® class in their native language, you may register online or register at the door prior to the start of class. Class will be offered at a cost of $35, and we will continue to offer a Spanish class once a month in the future.
  2. Exam proctoring is now available in Laughlin for our online TAM® Card students. Please visit us on Thursdays at the Laughlin Chamber of Commerce building any time between 8:30am-12:00pm. The office is located at 1585 S. Casino Drive, Suite #550, Laughlin, NV 89029. Once you finish your online course, just bring a valid photo ID and come prepared to take your exam. No need to make an appointment!
  3. We’re continuing to offer our quarterly $100 gift card giveaway for TAM® students. If you’ve recently completed your TAM® Card course and haven’t yet completed the short customer satisfaction survey, we’d like to hear from your about your experience with TAM® of Nevada. Visit us on Facebook to access the survey and submit your responses. As a token of thanks for your participation, you’ll be entered into a drawing for a $100 Amazon.com gift card prize. While you are there, write on our Wall! Let us know your favorite part of the training, what you learned, or ask us any questions you might have. Our next winner will be picked shortly, so don’t delay.
  4. In the coming weeks, we’ll once again be kicking off our annual canned food drive to benefit the Three Square food bank here in Las Vegas. According to Three Square, one in six households in Nevada struggles with hunger, so every little bit does help. If you’re coming to our Training Center to complete your TAM® Training in the month of November or December, please consider bringing along a donation of non-perishables or canned goods to donate to our Three Square drop-box. Students and anyone else who wishes to donate can stop in at our Training Center at 3900 Paradise, Ste G, in Las Vegas and drop off non-perishables and canned goods during business hours.

If you have any questions about these or other offerings here at TAM® of Nevada, you may contact us for more information by email at [email protected], or by phone at 702-545-6664.

© 2013 National Hospitality Institute®, TAM® of Nevada

Service Excellence: Reading Customer Cues and Body Language

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busy_bartenderA successful bartender or server is a keen and attentive observer. In addition to watching guests for signs of intoxication, one must also watch for cues and body language that indicate a guest would like to place a drink order or pay a bill. In a busy restaurant or crowded bar, it’s a challenge to provide excellent service to each and every one of your customers; the ability to watch for subtle hints and signals as you are rushing to clear tables or checking on other guests is crucial. So, do you know what to watch for?

Recently, researchers at Bielefield University in Germany compiled video recordings of customers ordering drinks in order to program a robot to interpret the body language of those people who are ready to place an order (UPI). Findings from this study help to establish clues as to what customers are doing to signal bartenders that they need service. Researchers found that only about 7% of customers looked at their wallets to signal that they would like to place an order. Looking for a more obvious clue? Surprisingly, less than 4% customers gestured at the bartender. So, what should bartenders look for from customers who may be ready to order? In this case, 90% of customers took the initiative by positioning themselves right up against the bar counter, facing the counter or the bartender. What we can take away from this is that one should also look for customers who are subtly trying to catch your eye or gain your attention.

While a robot bartender may sound like a fun gimmick for serving drinks, a responsible and diligent live bartender is necessary to read social situations and watch for signs of intoxication in customers. In addition to watching customers for cues that they would like to be served, watch them for cues that they should not be served. In order to learn the skills you need to serve effectively and responsibly, complete your Techniques of Alcohol Management® training and obtain a TAM® Card.

Also, it’s not only important to watch for cues from your guests, but remember to also remain aware of how your own body language may be perceived by others. Not only will a smile put your guests into a good frame of mind, projecting a positive attitude and body language will help YOU to relax and enjoy your job. And, as an added bonus, positive body language and professionalism set the tone for an enjoyable evening and can net you greater tips. For more tips on body language do’s and don’ts, check out our blog post “Set the Tone and Increase Your Earnings with Positive Body Language.”

Readers: What other advice would you give for reading cues and body language in customers?

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Las Vegas Restaurant Week Returns

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restaurant_weekLas Vegas Restaurant Week is returning to town once again from August 23rd through August 30th.

Now in its seventh year, this event continues to be a resounding success and an opportunity for restaurants and diners alike to help Three Square, southern Nevada’s food bank, combat hunger. Restaurant Week offers up the chance for diners to check out some of the most popular eateries on and off the strip if they haven’t had the chance (or the budget!) just yet. Additionally, a portion of proceeds from each meal sold at participating restaurants will go to support Three Square Food Bank. How cool is that?

What does that mean for Las Vegas’ servers, bartenders and kitchen staffs? Prepare to be VERY busy! Expect crowds of hungry diners eager to sample cuisine from the dozens of participating restaurants. Diners are heavily encouraged to make reservations, so that removes the element of surprise for many establishments.

If you are a service professional at a participating restaurant, there are a few things you can do to manage the crowds, maximize your tips, and wow your guests. For starters, make sure you can explain to guests a little bit about the Restaurant Week program and how it will help the community – your guests will feel good about participating in a worthy cause, and your restaurant also gets kudos for the same. Additionally, make sure you are familiar with the prixe fixe menus and are able to answer questions about Restaurant Week options (ex – menu substitutions, exclusions). Need a little more advice on how to keep your cool during this busy period? Make sure to read our blog post, “Feel Like You’re Stuck in a Pressure Cooker? Managing Stress on the Job.”

To learn more about Las Vegas Restaurant Week, Three Square Food Bank, and participating restaurants, you can visit the event website here.

Is your establishment participating in Restaurant Week? Which restaurants are you most excited to dine at?

© 2013 National Hospitality Institute®, TAM® of Nevada