Increasing efficiency in facility management with new technology solutions
Facilities managers are at the forefront of using technology in a customer-centric, off-premise world. Sandland and Orsbourn highlighted multiple areas for facilities management professionals to focus on.
For example, Sandland explained that as consumers come back to dine-in, being up-to-date with repairs for items that consumers can see, touch, and feel is critical to a positive customer journey. While this may not have been a priority for facilities in the past year of minimal in-house sales, now, said Sandland, “if customers see things in front-of-house that are broken, they start to wonder what’s going on in the back-of-house.”
Orsbourn highlighted the need to prioritize building trust with consumers. The “open kitchen” model had been popularized in recent years, so customers could see their food being prepared. Now, in a world of food delivery and ghost kitchens, “all of that is hidden away,” said Orsbourn. The possibility of eventual trust or disconnection issues makes maintaining facilities and any customer-facing facilities more critical than ever.
Technology is also helpful for “monitoring kitchen usage as efficiently as possible”, said the co-authors.
Orsbourn shared that as “virtual brands” in ghost kitchens start to share spaces, “slightly movable pieces of equipment can help virtual brands in a more effective way” through an adjustable kitchen configuration. “I think there will be ways in which facilities managers are going to have to be able to understand the modularity of the kitchen to accommodate that,” he added.
Orsbourn also highlighted the major development of these off-premise kitchens: while restaurant revenue used to be limited by number of tables and turn times, for a model like a ghost kitchen, the limiting factor is actually the maximum throughput capacity of a kitchen.
“If I did have an infinite amount of tables out there, how many dishes could I truly push out through this kitchen? And what would I need to do to make that happen?” he said. Facility management is primed to take center stage as restaurants consider investing more in remodeling back-of-house instead of front-of-house.
Sandland agreed, adding, “I think there will be a lot more attention turned to the back of the house. How is it set up? What equipment is in it? What needs to be replaced? What should be more efficient? What should be more automated? The facilities management team typically gets to implement those decisions.”