“Call me crazy, but I believe there is still a place for hospitality in the restaurant industry,” says Andrew Pietra, Founder and CEO of Outpay. The contactless payment platform works primarily with full service restaurants and bars, giving them a way to safely and securely collect payment while keeping the hospitality of their business intact. And the product has a distinct people-centric view.
The bar and restaurant industry is facing a steep upward climb as COVID-19 shutdowns and now regulations meant to keep both patrons and workers safe as restaurants and bars slowly reopen present new operational challenges.
With so many concerns around the exchange of money and the swiping of cards, many restaurants are scrambling to implement contactless payment solutions. When evaluating their options operators may be wise enough to look at the convenience and security of the platform for their guests, the complications around integrating it into their existing systems, and the hidden costs of maintaining hardware and inflated transaction fees. But few seem aware of the toll these new measures can have on the quality of their service.
According to Mobile Payments Today, 69% of restaurant-goers in 2019 found waiting for the check to be the most frustrating part of eating out, taking 12 minutes, on average, from requesting the check to paying it. Layer on top of that according to a Bloom Intelligence report, the average dwell time in a US full service restaurant is 64.7 minutes. This means nearly 20% of an average restaurant visit is completely non-revenue generating for operators. Add even a few extra steps for your servers, like retrieving a card reader, or keeping track of tickets automatically injected into the POS, and they are losing even more potential revenue.
That’s why Outpay, and other contactless platforms like it, are keeping the flow of service and the staff who make it happen at the heart of their solution. It may seem like a risky point of view, but by maintaining the right guest interactions, operators can be sure the great hospitality experiences they’ve worked so hard to create remain intact and keep their guests coming back for more.
So how do you keep things human in a world of virtual wallets and QR codes? Outpay recently released a walkthrough video detailing exactly how their platform keeps hospitality at the core of their offering https://vimeo.com/453426468. These server-first services, value what the people in the industry bring to the hospitality experience, and operators should too when evaluating their contactless payment options.