The Waiter’s Role Changes as Restaurants Encourage Ordering via App
On Tuesday, BJ’s Restaurant and Brewhouse, a chain of 151 casual dining restaurants, launched a new app that allows diners to place their orders before they arrive and pay at the end of the meal, removing the need to wait for a server to bring you a menu, take your order, and deliver the check and change. To make sure the food’s hot, the kitchen doesn’t fire up your meal until you’ve been seated.
BJ’s chief executive Gregory Trojan believes the traditional flurry of tasks handled by waiters distracts them from their more important job: being hospitable. The app, he says in an interview, aims not to reduce staff or turn servers into robots who just transport food from the kitchen to the table but to relieve them of certain duties so they can be more attentive to customers.