McDonalds Kiosks Self-Service Post-COVID Distancing In Netherlands
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Reprinted with permission in full from CNBC May 2019 & Amelie Lucas
On Thursday, McDonald’s opened a new flagship store in Times Square, expected to be its busiest in the U.S.
The location showcases the modern updates that McDonald’s has been bringing to its U.S. stores. It boasts digital menu boards, 18 self-order kiosks and wireless mobile charging stations at tables.
The high-tech upgrades are part of its strategy to drive sales by bringing customers back to its stores. The renovations are meant to improve convenience for the customer and modernize the look of the restaurants.
McDonald’s originally scheduled all U.S. store renovations to be complete in 2020 but pushed the deadline back to 2022. In 2018, McDonald’s spent $1.4 billion to remodel around 4,500 restaurants. This year, spending is expected to drop to about $1 billion to upgrade 2,000 locations.
On its first-quarter earnings call, executives said that it is finally seeing a “net positive impact” from store renovations that made up for the necessary store closures.
Here’s a look at the new flagship store:
When customers enter the location, the sight of self-order kiosks greet them. Employees are also available to take orders and payment.
Times Square sees about 50 million visitors annually. In anticipation of such high demand, McDonald’s has three floors — and plenty of seating.
On the second floor, self-order kiosks are also available to order any forgotten items.
The interior’s modern, simple look is meant to contrast with the flashing billboards and bustle outside in Times Square, according to Max Carmona, McDonald’s senior director of global design and development. Its glass exterior gives customers a great view of that activity.
QikServe kiosk solution deployed in more than 50 highway and airport restaurants
BETHESDA, MD – Meeting the needs of busy travelers, global restaurateur HMSHost continues to innovate the restaurant industry with expanded service format options, offering self-order kiosks in quick service restaurants it operates in airports and highway travel plazas across North America. This modern ordering and payment amenity is now available across a variety of HMSHost quick service restaurants in over 50 airports and travel plazas and will be deployed in approximately 100 locations by the end of 2019. The innovative kiosk solution utilizes the QikServe self-service platform and is seamlessly integrated with HMSHost’s point-of-sale system.
Kiosk ordering in these restaurants serves travelers using QikServe’s enterprise platform, allowing guests to browse the menu and make selections, order, and pay via an intuitive digital interface. The ordering process also includes a range of cross-selling and up-selling options that offer guests more options to add to their meal. The kiosks have already demonstrated a typical increase in average transaction value of around 20%.
“Since deploying the QikServe kiosk solution, we have seen a significant improvement in overall guest satisfaction,” said James Schmitz, Vice President of Innovation at HMSHost. “We are confident that technology solutions like kiosk ordering are transforming the food industry. By introducing these innovations in travel venues, HMSHost is exposing people from all over the world to the technology-driven future of dining out.”
Self-order kiosks improve the guest experience for travelers by helping combat long lines and providing more flexible levels of interaction when placing an order. Guests have more time to browse the menu with kiosk ordering, often leading to the discovery of new favorites and greater sales. The platform also helps during times of high customer volume, common in travel venues.
“We are thrilled to be working with a world leader like HMSHost to revolutionize the ordering process at its restaurants across North America,” said Daniel Rodgers, Founder & CEO, QikServe. “I am delighted that we are delivering value for HMSHost while also bringing convenience to the traveler experience. This is a fantastic demonstration of how our integrated platform provides the flexibility to deliver a wide range of digital self-service experiences across the hospitality industry.”
Exposure to broad audiences will play a role in revolutionizing the restaurant industry as HMSHost continues to launch innovations like the QikServe-powered kiosks in more of its restaurants. The companies are also working together on self-service solutions beyond kiosks. These technology solutions are impacting the restaurant industry, giving guests convenient options to order exactly what they want and giving restaurants improved satisfaction levels and stronger overall results.
HMSHost Leading the Industry
HMSHost is recognized by the industry as the top provider of travel dining with awards such as 2018 Best Overall Food & Beverage Operator (for the eleventh consecutive year) by Airport Revenue News. USA Today 10Best Readers’ Choice Travel Awards recognized HMSHost’s Summer House Santa Monica at Chicago O’Hare International Airport as Best Airport Bar / Restaurant Atmosphere. HMSHost is a leader in sustainability practices which include plans to eliminate conventional plastic straw use by 2020. The company also creates original award-winning events like Airport Restaurant Month, Channel Your Inner Chef live culinary contest, and the Adrian Awards Gold winning campaigns, #HMSHostLove and Eat Well. Travel Further.
Global restaurateur HMSHost is a world leader in creating dining for travel venues. HMSHost operates in more than 120 airports around the globe and at more than 100 travel plazas in North America. The company has annual sales of nearly $3.3 billion and employs more than 41,000 associates worldwide. HMSHost is a part of Autogrill Group, the world’s leading provider of food & beverage services for people on the move. With sales of €4.6 billion in 2017, the group operates in 31 countries and employs over 58,000 people. It manages approximately 4,000 stores in about 1,000 locations worldwide.
QikServe is the enterprise platform for guest self-service in hospitality. Using any channel from kiosks and tablets to web and mobile apps, hospitality operators can provide powerful in-store solutions from ordering to payment, giving guests the convenience to order and pay for their food and drinks whenever and however they want. www.qikserve.com
Case study on HMSHost’s kiosk ordering implementation: https://www.qikserve.com/hmshost-case-study
Download photos: https://goo.gl/VtL4Vo
HMSHost Media Contact:
QikServe Media Contact:
+44 772 497 4255
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Beautiful locations for all with many more to come this year! Speed, accuracy, throughput, and so much more have been key factors with these rollouts. If you are in the area for one of the locations, stop by for breakfast, lunch, and dinner to experience it for yourself!
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You can also contact Olea Kiosks firstname.lastname@example.org or 800-927-8063
In a wide-ranging interview, Steve Easterbrook, McDonald’s CEO talks about the company’s new headquarters, adapting new technology, including new ways to order food, adding an international menu, and why tariffs are unlikely to impact the company’s bottom..
Customers often buy more when ordering on a screen than when standing in front a worker at the counter because they tend to linger longer, the company found.
“What we are finding is when people dwell more, they tend to select more,” McDonald’s CEO Steve Easterbrook told CNBC Monday. “So there is a little bit of an average check boost that comes with it.”
McDonald’s will add kiosks to 1,000 stores every quarter — roughly 10 stores per day — over the next two years, Easterbrook told the network. And the U.S. is late to the game: Kiosks are already fully installed at stores in English-speaking markets such as the United Kingdom and Canada. France was the first country to introduce the self-serve machines.
But it’s possible McDonald’s will run into consumer resistance. A poll conducted by MSN found that 78% of customers are less likely to go into a restaurant that has a self-service kiosk. Even if it has the kiosks, most McDonald’s restaurants still lets customers order at the counter.
CEO Easterbrook and other representatives of McDonald’s say kiosks aren’t a substitute for human workers, but rather a new way to bring the benefits of technology to the fast-food industry.
Easterbrook hopes to have self-serve kiosks in all U.S. locations by 2020.
The kiosk in your hand will work, too: The ability to order from your own smartphone will come to more stores, CNBC reported. Delivery options are under consideration as well.
|Craig is a longtime writer of technical stories and documentation for many companies. He has 25 years of experience in the industry|
|Craig is a longtime writer of technical stories and documentation for many companies. He has 25 years of experience in the industry|
For Dudley Dickerson, the mobile-app orders were the last straw.
McDonald’s has been updating with new technology, delivery, a revamped menu and curbside pickup. But the “Experience of the Future” has employees handling more tasks — in many cases, they say, without pay raises or adequate staffing. So Dickerson, 23, handed over his spatula for the last time.
“They added a lot of complicated things,” Dickerson said in an interview. “It makes it harder for the workers.”
Many fast-food employees hop from job to job. But with unemployment so low, turnover is becoming a problem. Workers are walking rather than dealing with new technologies and menu options. The result: Customers will wait longer.
“Quick-service restaurants are having a little more trouble with job openings and finding workers,” said Michael Harms, executive director of operations at People Report. “It’s the pace of work, the pace of technology and the lower wage rate.”
McDonald’sCEO Steve Easterbrook says the fast food giant is rolling out self-order kiosks, mobile pay options, an updated interior design, even table service.
“Customers have access to information that gives them much more control over their lives,” Easterbrook said in an interview with CNNMoney’s Cristina Alesci.
That’s pushing consumers to demand more, he says — especially in the way of personalized eating.
“They’re expecting us to evolve and offer greater convenience,” Easterbrook said.
After 43 years, the McDonald’s on Northeast Kresky Avenue in Chehalis has received a facelift and a load of upgrades. Following two months of construction, McDonald’s now includes multiple new
Lots of pictures of the inside. “The restaurant now has self-service kiosks, tableside service and sleek, modern decor,” said Lindsay Rainey, a spokeswoman for the company. “You definitely won’t recognize this McDonald’s.”
Nice picture of the new ‘Kids Play’ interactive game pads
Local owner and operator Shari Nixon also commented on the new kiosks, stating, “It’s a convenience for customers. If they’re in a hurry they can beat the line.”
That’s a belief driving the startup Bite, which creates facial recognition kiosks for quick service restaurants (QSRs). Using a combination of iPads, proprietary software and machine learning, Bite’s tablet kiosks can recognize your face to unlock loyalty programs, bring up food preferences and provide opportunities for restaurants to upsell.
Jack in the Box CEO, Leonard Comma, made news this week when he said “it just made sense” for his fast-food chain to consider switching from human cashiers to machines. To be sure, there are big societal implications if every restaurant made such a shift, but what if automated kiosks provide a better customer experience?
McDonald’s on Thursday announced a bold plan to roll out its “restaurant of the future” concept to Chicago and other big U.S. cities.
Here is video of Just For You
On Thursday, McDonald’s announced that it would expand the service to all 14,000 of its American restaurants.
The Wall Street Journal reports:
McDonald’s Chief Executive Steve Easterbrook, speaking at a McDonald’s in New York’s Tribeca neighborhood on Thursday, said the company has long expected customers to adapt to its business model of ordering at the counter and then waiting to collect their own food. Now, he said, “we’re adapting our business around customers.”
The Journal also reports that “test runs at more than 500 restaurants…showed an increase in foot traffic and contributed to a mid-single-digit percentage increase in restaurant sales, lifting the $5 to $6 average check by $1, on average.” Customer satisfaction scores also increased “because families, in particular, appreciate having their food brought to them.” (The company also announced rollout of a new mobile order-and-pay app, which would allow customers to order and pay for food from their smartphones.)
Inc. article on McDonalds 11/21/16
The cost of installing kiosks is between $50,000 and $60,000 and the company is willing to help with money or financing, McDonald’s executives said. Eastbrook has said that equipment is not expected to reduce the number of workers in restaurants, since traditional order takers would be redeployed to help customers learn to operate kiosks and to deliver food to tables.
Demonstrating returns is key to convincing franchisees to make the switch, executives said. In a video, one UK executive said sales grew 8 percent in downtown London as a result of the initiative.
FALL RIVER — Fast food robots have arrived.
Self service ordering kiosks are in place and in use at the President Avenue McDonald’s.
They are the first in the area, but they won’t be the last.
Steve Easterbrook, the CEO of McDonald’s, announced a year ago that ordering kiosks would be installed in all 14,000 McDonald’s in the country. He promised the change would provide quicker and more comfortable service for patrons.
“McDonald’s is raising the bar on
Cowen & Co. upgraded McDonald’s outlook based on the chain’s technology upgrades, including self-order kiosks. The company has been deploying kiosks globally for a decade but has not used them to replace workers.
Blog: Despite some reports, McDonald’s not cutting labor by adding touchscreens
Point of view on what self-order kiosks at McDonalds in fact portend, require and generally mean. And its not replacing people.
Andrew Charles from Cowen cited plans for the restaurant chain to roll out mobile ordering across 14,000 U.S. locations by the end of 2017. The technology upgrades, part of what McDonald’s calls “Experience of the Future,” includes digital ordering kiosks that will be offered in 2,500 restaurants by the end of the year and table delivery.
“MCD is cultivating a digital platform through mobile ordering and Experience of the Future (EOTF), an in-store technological overhaul most conspicuous through kiosk ordering and table delivery,” Charles wrote in a note to clients Tuesday. “Our analysis suggests efforts should bear fruit in 2018 with a combined 130 bps [basis points] contribution to U.S. comps [comparable sales].”
Fast-food chain McDonald’s spending $557 million to add self-order kiosk for self-service to restaurants in Germany. Source: www.washingtonpost.com
72 “restaurants of the future” to launch. By end of 2019 McDonalds figures on having most of its 1400+ sites done. New gourmet burgers are making inroads and McDonalds is losing customers and share.
In the US it is estimated self-ordering kiosks in the U.S. number 600 which plans to expand that to 1,000 by years end.