Burger & Lobster installs new tech to manage 1,100-cover site

Burger & Lobster has opened its first ever reservation restaurant outside London as it bids to expand beyond the capital this year.

The company’s new site in Cardiff is its largest to date and comes as the casual dining brand plans launches in Bath, Liverpool and Manchester.

With the capability to serve 1,100 covers at the Cardiff site, Burger & Lobster as teamed up with Call Systems Technology (CST) to install a front-of-house guest management solution to manage traffic.

The system delivers accurate wait times to customers, while also managing reservations and seating in-line with the restaurant’s floor plan.

Pressure is also removed across back-of-house, with DineTime managing the smooth flow of customers onto the premises.

Burger & Lobster is provided with insight through an online web portal and daily email to the account holder to enable them to run, view and print reports for any given day, week or month. They can then view statistics on reservations, wait lists, table turns and seating data to assist in analysing key trends within the site.

Simon King, operations director at Burger & Lobster, said: “When Burger & Lobster launched in December 2011, we quickly garnered a reputation in London for our phenomenal queues and to be honest, we still do. We know that having staff manage wait lists on the door is a hugely labour intensive exercise, so with Cardiff being our largest and first sight out of London to take reservations, we needed to partner with a savvy supplier like CST, to provide a solution that could work hand-in-hand with our front of house teams to deliver outstanding customer service.”

Kind added that the brand is particularly impressed with its reporting capabilities, which is bespoke to its site.

“We can analyse reservations against walk-ins, to maximise on seating efficiencies. Maximising efficiency on table turns across every shift is very important to us. To give you an example, on February 14, we hosted 566 parties across 1,674 covers, with an average wait time of just 11 minutes. That’s the sort of information we need to ensure we continue to be successful in Cardiff.”




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