Restaurants: Innovations in the New Reality

Some of the innovations that the Guatemalan chain Pollo Campero has implemented in this new commercial reality include investing in the implementation of establishments that serve only home delivery service and setting up open spaces to serve more consumers.

Thursday, May 13, 2021

As a result of the spread of Covid-19, restaurant chains were forced to close the table area. In this context, companies focused on mitigating their economic losses through food delivery sales.

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The most difficult and hardest part, and which continues to be a great challenge, is table service, things are not going to return to normal, there is a new reality, and it is the one we are learning that is changing in our consumers, opines Ricardo Castillo, general director of CMI's Restaurants Central America Business Unit.

Castillo explained to that market conditions forced them to apply initiatives such as "... migrating to serve outwards, that is, all the channels that are to take away on different platforms. Self-service was reinforced, it was one of the main pillars, the team was provided with tools to take orders in line, digital takers to be able to advance the order."

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In the context of the pandemic, digital sales were up 300% for Pollo Campero and among its innovations is the first establishment to serve only home service, said the executive.

Regarding the service in the table area, Castillo said "... many things have been done, such as screens to not only have distance but a barrier, enabling open space to serve more consumers."

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