Your Guide To The Restaurant Guest During COVID-19

P E R C E N TAGE OF GU E STS26%Quality of Food22%My Taste / Flavor PreferencesSource of Ingredients1026%ValueNutritional ContentWhat Influences Guest Decision Making?44%27%Price Point14%51%31%Attention to Cleanliness14%21%To promote cleanliness and safety, youneed to not only create new standardoperating procedures but also diligentlytrain staff on them. Clearly communicatenew guidelines and expectations withguests both in the restaurant and digitallyacross your websites, social channels, andemail.Convenience14%Caters to My HealthSo what does this mean for restaurateurs?Choose ingredients wisely. This couldAnd, if you can, provide flexibility in youronline or in-house ordering experience sothat guests can adjust their meals to suitdietary needs and preferences.Positive Guest ExperienceMore than 50% of guests say the qualityof the food is important when decidingwhich restaurant to eat at or order from.While guests’ preferences are changingall the time, some things remain the same:In 2019, quality of food, taste and flavorpreferences, and value were also the topthree most important factors for guests.mean sourcing produce and productslocally, but do what makes sense for yourrestaurant, its budget, and your guests.Find ways to integrate quality ingredientsinto your dishes that won’t hurt yourbottom line.Desire to Support Local BusinessesHow do these strategiesand tactics impact guests’decision-making?

TOO LS FRO M TOASTResources to Help YouInfluence Guests’ DecisionsMenu Engineering CourseThis online course contains everything you need to know tomake the most of your menu, from menu psychology and designto identifying your menu’s stars, puzzles, plowhorses, and dogs.Start the CourseM O RE RE SO U RC E SHow to Calculate Food Cost PercentageHow to Accommodate Guests With Food AllergiesHow to Make Your Menu a Money-MakerHow to Clean a Restaurant11

STAGE 3TIP S FROM TOASTDining:Off-Premise5 Ways to Build a RobustOff-Premise Dining Experience1Invest in an online ordering system to maintaingreater control over the online ordering diningexperience and avoid the fees charged by third-partycompanies.2Create an off-premise-specific menu, prioritizingpopular, profitable menu items that’ll travel well.3Provide a new guest experience for off-premiseorders by incorporating elements of your restaurant’sambiance and personality in every order.4Train your staff to handle off-premiseorders with an off-premisetraining manual that standardizesoperating procedures.5Maximize the discoverability ofyour restaurant’s website andcreate a digital presence tobuild relationships with customersand market your brand online.Delivering Delight & Mastering TakeoutBefore COVID-19 hit, little did we know how important delivery andtakeout would become to businesses’ survival following governmentmandated shutdowns.Some restaurants had only experimented with online ordering and offpremise in the past; others were old pros forced to overhaul their strategiesand operations. Wherever your restaurant stands, we can all agree thatdigital and off-premise are here to stay.The majority of guests we surveyed reported that there would be no changeto their dining preferences after restaurants reopen and resume on-premisedining. But a portion of respondents shared that they would be orderingtakeout and delivery more than they were prior to COVID-19.15% of guests reported that they would be ordering takeout more, while 12% ofguests reported that they would be ordering takeout significantly more. 13%of guests reported that they would be ordering delivery more, while 10% ofguests reported that they would be ordering delivery significantly more.12

The majority of guests are regularly placing online orderswith restaurants.29% of guests reported that they place an online order a few times amonth. 25% of guests reported that they place an online order a fewtimes a week. And 22% of guests reported that they place an onlineorder once a week.Only 14% of guests reported that they didn’t place an online order inthe past month. This subset of guests might be ordering takeout ordelivery over the phone, but they’re not the only ones.52% of guests also reported that they’ve ordered takeout over thephone in the past month. And 39% of guests reported that they’veordered delivery over the phone in the past month. These phoneorders are in addition to or in replacement of online orders.Phone ordering is still an important part of off-premise dining, so takethe time to train your team on how to efficiently take these orders andkeep the process organized. But phone ordering’s continued popularityalso underscores an opportunity to direct guests to order online. Bydirecting guests to order online, you’ll streamline the ordering processfor all, increasing order volume and reducing labor costs.How Frequently Are Guests Ordering Online?A Few Times in the Past Month29 %Multiple Times a Week25%Once a Week22%I Did Not Place an Order14%Once a Day6%Multiple Times a Day4%13P ER CEN TAG E O F G UESTS

How Are Guests Ordering Takeout and Delivery?Many guests reported ordering takeout more frequentlythan delivery, using different methods.On-Site Meal Pickup Through A Restaurant’s App or Website18%34%20%16%9%4%On-Site Meal Pickup Through A Food Ordering App36%21%16%13%7% 7%Delivery Through A Delivery App36%22%12%18%8%4%Delivery Through A Restaurant’s App or Website30%29%17%13%7% 4%P E R C E N TAGE OF GU E STS14NeverOnce a weekOnce a dayA few times a monthMultiple times a weekMultiple times a day7% of guests reported ordering takeout through a thirdparty app multiple times a day. 9% of guests reportedordering takeout through a restaurant’s app or websiteonce a day. 16% of guests reported ordering takeoutthrough a restaurant’s app or website multiple timesa week. And 20% of guests reported ordering takeoutthrough a restaurant’s app or website once a week.Guests’ current preference for takeout over delivery couldpoint to potential concerns around the safety of fooddelivery. While food delivery is still a popular off-premisechannel, there are more variables involved, like deliverydriver contact, that might make guests uneasy. And, atleast for now, they might prefer the level of control overcleanliness and safety they get when picking food ordersup themselves.

Which Third-Party Apps Are Guests Using?42%34%33%5%4%DoorDashUber EatsGrubHubSeamlessCaviarAs we saw in the previous chart, the majority of guests place onlinetakeout and delivery orders directly through restaurants’ websitesor apps. But it’s tough to ignore the growing presence of third-partyapps and platforms.Guests are using DoorDash more than any other third-party onlineordering system. 42% of guests reported using DoorDash in the pastmonth. Uber Eats comes in at second, with 34% of guests reportingusing Uber Eats in the past month. Grubhub comes in at third, with33% of guests reporting using Grubhub in the past month.154%3%3%2%Eat24 LevelUp Ritual ZomatoIt’s important to note that third-party app and site popularitydepends on your region and your guests’ preferences. So researchwhere your neighborhood restaurants are most active and ask yourguests which apps and sites they use most to order online takeoutor delivery. That way, you can remain focused on what your guestsactually use and avoid paying various fees to all of the differentonline ordering systems.

What Do Guests Care About WhenOrdering Delivery in 2020?O N LI N E O RD E R I N G :DeliveryDelivering Delight During and After COVID-19When it comes to ordering delivery, guests care about many of the samethings both pre-COVID-19 and now. The main difference is that cleanlinessand safety must now be an important part of the delivery experience.Quality of Food When Delivered65%Ease of Ordering50%Attention to Cleanliness and SafetyIn the research we conducted onrestaurant guests in both January andJune of 2020, guests reported thatquality of food and ease of orderingwere most important to the deliveryexperience.delivery services, so consider whetheror not you’re able to create your own inhouse food delivery service.As it relates to health and safety aspart of the delivery experience, youshould regularly communicate yourGuests also reported that valuerestaurant’s safety and cleaningand speed were top of mind in bothprocedures – on your website, acrossJanuary and June. One key difference your social media accounts, and inis that, in June, attention to cleanliness apps – to make guests feel at ease,and safety made it to the top threeeven when they’re not physicallyspot, becoming more important topresent.guests than value and speed.Give guests the option to orderMaintaining food quality throughcontactless delivery, and, if you havedelivery can be tricky, so focus youryour own internal delivery service,off-premise menu on food that travels make sure your drivers wear personalwell. It can also be tough to control food protective equipment.quality when working with third-party1648%Value48%Speed45%Tracking Driver Progress26%Ability To Gain Loyalty Points19%P ER CEN TAG E O F G UESTS

What Do Guests Care About WhenOrdering Takeout in 2020?O N LI N E O RD E R I N G :TakeoutMastering the Takeout ProcessDuring and After COVID-19Quality of Food When Picked Up57%Attention to Cleanliness and Safety40%Guests believe many of the same attributes are important when it comesto ordering pickup both pre-COVID-19 and now. Similar to delivery, thedifference is that safety and cleanliness are now more top of mind.In the research we conducted onrestaurant guests in both January andJune of 2020, guests reported thatquality of food was most important tothe takeout experience.Guests also reported that ease ofordering and speed were top of mindin both January and June. One keydifference is that, in June, attentionto cleanliness and safety made it tothe top two spot, becoming moreimportant to guests than ease ofordering and speed.Same as delivery, you should regularlycommunicate your restaurant’s safetyand cleaning procedures – on your17website, across your social mediaaccounts, and in apps – to make guestsfeel at ease, even when they’re notphysically present.Another interesting finding is thatguests marked ease of pickup asmore important to the takeoutexperience than it was in January,2020. When picking up takeout in thetime of COVID-19, guests want theexperience to be quick and seamless,as to limit their interactions and thuspotential exposure. You could considerimplementing a pick-up station insideyour restaurant and curbside pickup tokeep things seamless and low-contactfor guests.Ease of Ordering39%Speed35%Ease of Pick Up Once Arriving at the Restaurant33%Proximity of Restaurant30%Ability to Customize Food Order30%Sustainable Food Packaging21%Ability to Gain Loyalty Points14%P ER CEN TAG E O F G UESTS

Barcito’s new takeoutfriendly concept includesmenu favorites like mixand-match empanadasTOAST CU STOMER S POT LIG HTBarcito Pivots to Off-Premise to Meetthe Changing Needs of GuestsTakeout and delivery weren’t alwayspart of the strategy at Barcito, arestaurant serving Argentinian fare,coffee, and cocktails in Los Angeles.“We’re primarily a bar,” shared Ownerand GM Andrea Borgen Abdallah. “Andthe experience really revolves aroundour regulars, the relationships we’vedeveloped with them, and the communitywe’ve built within the four walls of ourrestaurant.”But that all changed when COVID-19hit. Like most restaurants, Andrea and18the Barcito team had no choice but tofind ways to provide the same greatexperience through off-premise dining.And the flip wasn’t without its set ofchallenges.“If you aren’t known as a takeoutrestaurant, it’s hard to really change thatguest perception. So we’ve really pivotedour entire concept, menu, and pricesto meet the demand, and become anincredibly value-driven, takeout-friendlydeli, bottle shop, and bodega. Not onlybecause it’s what we anticipate will carryus through this crisis, but because webelieve it’s what our guests will wantforever.”Part of this re-concepting – as Andreacalls it – has involved rethinking physicalaspects like their menu, packaging, andlabels to make sure everything they’redoing is a reflection of their new brand.They’ve also thought through how theycan continue to drive repeat businesswhen they can’t engage with guests inperson. Andrea and team have startedto do this by leaving handwritten notesin takeout bags for regulars and uppingthe ante on digital communication overall.She wants to make sure guests feel likethey’re in the loop, connected, engaged,and remembered.“Ultimately, I think we all need to askourselves what our goals are and whatwe want to achieve – not just right now,but in the future – and then build outa strategy that can get us there,” saysAndrea.Andrea Borgen AbdallahBarcitoOWNER AND G M

TOO LS FRO M TOASTResources to Help You Create a GreatOff-Premise Dining ExperienceHow to Run an Off-Premise RestaurantIn this guide to off-premise strategy and online food ordering,we’re breaking down everything you need to know about offpremise dining in the restaurant industry, today and tomorrow.Get the GuideM O RE RE SO U RC E STrapper’s Sushi Saves 25k in 3rd-Party Commissions With Toast Digital OrderingShould I Use a Third-Party Delivery Service or Create My Own?Create an Online Ordering Menu With Food That Travels WellHow to Increase Your Online Ordering SalesHow Loco Taqueria and Fat Baby Have Made Changes on the Fly19

Toast DigitalOrderingAllow guests to easily order directly from your restaurantfor pickup or contactless delivery to keep revenue flowingduring these uncertain times, commission-free.Get startedMeet your guests whereverthey are.Take control of youroperations without creatingchaos for your staff.20Delight your guests with aseamless experience that willkeep them coming back.Eliminate third-party deliveryfees and take control of theguest experience.

STAGE 3TIP S FROM TOASTDining:On-Premise5 Ways to Create a GreatOn-Premise Dining Experience1Create and train your team on new operatingprocedures to adhere to state and local guidelinesand keep safety and hygiene top of mind.2Find ways to adapt your people operations and letyour staff know you’ve got their back with traditionalor alternative benefits.3Keep a close eye on your business’s finances. Seewhere you can bring down costs, and identify whichareas of your business require close attention.4Identify technologies that will allow you tocreate a safer, more streamlined experiencefor both guests and staff.5Despite other changesto the dining experience,guests still care aboutyour restaurant’s foodand hospitality morethan anything else.Creating Safe Spaces to Delight GuestsIt might seem like a lifetime ago, but just earlier this year, on-premise diningwas the dominant force in the restaurant industry. That all changed afterCOVID-19 struck and forced restaurants to (temporarily) shutter their doorsand use takeout and delivery channels to provide the same great experiences.Now, with some states entering varying stages of reopening, restaurantsin a growing number of areas are allowed to resume on-premise dining.But resuming on-premise dining is easier said than done. Reopening isexpensive, and guidance is unclear and coming from multiple sources.And restaurateurs have to carry the weight of ensuring that their staff andguests remain safe – all while adapting operations, understanding new guestexpectations, and doing everything they can to keep the doors open.Some guests are hesitant about on-premise dining and will stick totakeout and delivery for now. Others are eager to get back to their favoritespots, but only if the experience feels safe. However your guests feel,now’s the time to emphasize safety and build procedures and guidelines tocreate safe spaces for staff and guests in the wake of COVID-19.21

Safety and cleanliness are growing concerns for restaurant diners.The majority of survey respondents (64%) reported that seeingstaff taking safety precautions and wearing personal protectiveequipment (PPE) will be most important to the dining experience asrestaurants resume on-premise service.What’s Most Important To Guests WhenReturning To On-Premise Dining?Seeing Staff Taking Safety Precautions and Wearing Personal Protective Equipment64%Hand sanitizer at the table (49%) and single-use menus (40%) camein at second and third respectively. But other factors like contactlesspayment / pay at the table technology (38%), single-use utensils(37%), written statements about cleaning procedures (37%), andorder at the table capabilities (33%) are also important to guests.Hand Sanitizer at the TableAs we covered elsewhere, you need to implement strict safety andsanitation procedures to ensure the safety and comfort of your guests.When your guests are feeling safe and at ease, they’ll focus on whatthey really care about: your delicious food and exceptional hospitality.Contactless Payment or Pay at the Table Capabilities49%Single-Use Menus40%38%Single-Use Utensils37%A Written Statement About Cleaning Procedures Posted in the Restaurant37%Order at the Table Capabilities33%22P ER CEN TAG E O F G UESTS

What Concerns Do Guests Have AboutDining Out During Covid-19?Cleanliness of Tables, Surfaces, & Menus52%Food Safety and HandlingFood safety and handling (48%) and staff wearing and frequentlychanging PPE (45%) came in at second and third respectively.48%Staff Wearing and Frequently Changing PPE45%Staff Health44%Kitchen Cleanliness42%Occupancy Numbers36%Contact with Servers & Staff30%23This research also highlights how important safety and cleanlinesshave become to the on-premise dining experience. 52% of surveyrespondents believe that cleanliness of tables, surfaces, and menuswill be their biggest concern while dining out at restaurants duringand after COVID-19.P E R C E N TAGE OF GU E STSUpdating your operating procedures to focus on safety and sanitationwill be key to creating safe, comfortable spaces for all.

When asked which technologies would be most important to theirdining experiences when dining out during and after COVID-19,restaurant guests reported that drive-through availability will bemost important, with 37% of respondents marking it as extremelyimportant.Other technologies that stood out as important to guests’ diningexperiences during and after COVID-19 are contactless / mobilepayment availability (34%), pay at the table technology (33%), andonline ordering (33%).The growing importance of these t

restaurant brand — without breaking the bank — by using low-cost website builders like Squarespace or BentoBox. Showcase your menu and clearly point site visitors to important information they need, all while integrating it with technology like online ordering and reservation software. Facebook Guests continue to use Facebook to discover new