It’s 7:30 PM on a stormy Friday night. Harsh weather means your outdoor seating is closed, while Covid-19 dining room restrictions continue to severely limit your indoor seating capacity. Delivery service drivers are filling your pick-up counter area and the drive-thru line is getting dangerously close to blocking the street traffic. After spring and summer closures and reduced customer orders, this surge in business is a positive sign of rebounding dining habits.
The front of the house is booming, but that is creating a back of house struggle. The kitchen staff is finishing orders as quickly as they possibly can, but there is no room on the grill for any more chicken or steak. With the high demand, ticket time is growing and so is customer frustration. Without the option to reduce the customer’s wait time, your manager is left with little to do but respond to customer complaints.