| | 8 TRAVEL AND HOSPITALITY TECH OUTLOOKDECEMBER 2022IN MYOPINIONFrank BoniniADAPTING TO THE CHANGINGCONSUMER BEHAVIORBy Dillard Westmoreland, Director of IT, Nemacolin1. In Dillard's opinion, how has the Restaurant POS System and landscape evolved over the years? What are some of the advantages of the current technological evolution?Restaurant POS systems have been moving from the payment terminals that are staffed to self-serve ordering and payment terminals. Also seen are mobile POS terminals that are restaurant-provided and personal payment device options utilizing cloud transaction services. Fast food is moving to more orders on the go and then picking up orders on the inside or by way of the drive-through. Fast-casual dining is migrating to more self-serve ordering options and mobile ordering for pickup orders. Sit-down dining is migrating toward options to pay at the table. While all these options help with the speed of service and labor shortages, they also keep the payment with the consumer. There is a movement away from the consumer ever handing their credit card over to someone else for payment.Utilizing mobile and self-service technologies shows an increase in the average order. When people don't feel that they are being judged by either the restaurant employee or the other patrons, they feel freer to order anything they'd like.The COVID-19 pandemic has accelerated the evolution of payment interactions to minimize or remove touchpoints for the consumer. The interactions with the consumer are moving to fewer and fewer interactions where something must be passed between the consumer and the restaurant employee--even down to the menu itself. Even with sit-down dining, a QR code or restaurant app is commonplace now instead of a physical menu.When you move into luxury-dining experiences like those provided by Nemacolin, a premium experience is being provided to the consumer. Technology moves from the foreground to the background to support the restaurants by providing wonderful guest experiences.Dillard Westmoreland, is having extensive experience in retail systems development and support for Fortune 100 Company. Compassionate yet challenging leader who manages large high-performing teams. He offer a unique combination of strategic vision, business acumen and tactical leadership and have consistently delivered to plan
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