Chris Fletcher

The Future of Hospitality: How Smart Payment Technology Enhances Guest Experiences

Payments are a vital aspect of the customer experience, so it is imperative that these transactions are swift and hassle-free for both staff and customers. Smart payment technology can help prevent interruptions to the overall guest experience and hand back valuable time to staff to focus on creating memorable moments for customers. 

Exceptional customer experiences play a crucial role in generating revenue and nurturing repeat business in hospitality. In fact, the overall experience of going out continues to be one of the key things consumers are looking for;  Dojo’s market report exploring the future of the experience economy found that 1 in 3 consumers actively seek memorable experiences and are willing to pay a 28% premium for them.

To empower businesses to thrive within the experience economy (where a majority, 56%, of consumers prioritise spending on experiences rather than possessions according to Dojo’s report) Dojo has introduced Dojo Pocket. This compact, handheld card machine- no larger than a modern smartphone - easily fits into a server's apron or pocket. It effortlessly integrates with cloud-based EPOS systems, enabling staff to send orders directly to the kitchen or bar from diners' tables.

Chris Fletcher, Founder of Tech on Toast, comments: “Payment solutions are often overlooked as an element of the overall guest experience when it comes to visiting bars and restaurants - customers really do value a sleek experience when it comes to settling the bill. What is great about the kind of innovation Dojo Pocket offers is that it also settles a lot of long-standing complaints from hospitality staff - it offers speed, and ease of use, and is small enough to easily fit into an apron or pocket. This is the type of product hospitality has been crying out for, it gives you time back to focus on your guests.”

From a revenue management perspective, the adoption of innovative smart payment technology can elevate workflow efficiency, allowing for quicker table turnover and revenue growth via the additional guests they are able to serve.

In terms of flexible payments, Dojo Pocket provides guests with the freedom to settle their bills before, during or after their dining experience on the same handheld card machine. This allows businesses to accept immediate payments after an order, mitigating the risk for customers to leave without settling their bills. This frees up time for servers to recommend additional beverages or side dishes on the go, without the need to walk back and forth to the till. This level of efficiency and adaptability not only benefits customers but also allows staff to dedicate more time to enhancing the overall dining experience as they can take orders, send them to the kitchen or bar, and take payment on one device - saving precious time better spent on hospitality. 

Restaurants and bars are uniquely poised to harness technology to cater to the growing trend of customers seeking memorable experiences. Dojo Pocket is just one example of how tech enables businesses and staff to spend more time focussing on fantastic customer service, personalised approaches and meaningful interactions.

In fact, many restaurants have begun to embrace digital solutions to improve customer experience before diners even walk through the door. Restaurant discovery and booking apps (such as the Dojo app) allow customers to book ahead and join virtual queues. In practical terms, this helps customers leave home later, or stay in the pub “for one more” while they wait for a message letting them know their table is ready- which means no more lining up in the rain or crowds in the hope of grabbing a table.

Booking systems (such as Dojo’s restaurant management service, Dojo bookings) are also increasing in popularity. These systems have smart features such as a map of the given restaurant, showing all tables and their availability, allowing staff to better manage customer flow and streamline table turnover. These systems tend to allow staff to take deposits from guests, reducing the impact on the business of no-shows. Crucially these systems give the business a holistic view of bookings and turnover on a simple dashboard, reducing the clumsiness pen and paper can bring during a busy shift or season.

Jon Knott, Head of Customer Insight, Dojo comments:By considering cutting-edge payment and booking solutions at each stage of the customer journey, hospitality businesses can not only keep pace with evolving customer demands but also ensure that each guest leaves with a memorable, truly exceptional experience.”

In the ever-evolving landscape of the hospitality industry, where memorable experiences are paramount, embracing innovative technology is the key to success. As consumers increasingly seek exceptional moments and efficient service, smart payment solutions like Dojo Pocket empower businesses to meet customer expectations of a fantastic experience.

Interested in learning more and seeing Dojo Pocket in action? Visit Dojo at the Hospitality Tech Expo from 10-11 October at stand G72, or complete this form for additional information.

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