The company added a dedicated staging area in the front of house and a pickup window, allowing customers and delivery couriers to enter the foyer and grab food without having to enter the lobby or disrupt dine-in guests, Adams said. To accommodate this strong off-premise sales mix, Black Bear invested in store design changes to ensure this channel didn’t disrupt its flow of operations. Following pandemic restriction in early 2020, the channel grew and makes up over 18% of sales today, CEO Anita Adams said. Black Bear Diner launched online ordering and third-party delivery in 2018. Though breakfast concepts traditionally emphasized on-premise service, many chains are incorporating technology to improve the guest experience in the dining room and beyond. The first in the series focused on breakfast daypart trends. This is the second in a three-part series looking at the growth of breakfast concepts. Chains have adapted front- and back-of-house operations to accommodate more off-premise sales and technology to improve the dine-in experience.
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