Article | Call Systems Technology

Burger & Lobster partner with CST for first ever reservation restaurant

Burger & Lobster, the casual dining concept, has partnered with Call Systems Technology (CST), the UK’s leading technology supplier for the hospitality industry, to deliver the front-of-house technology behind its largest and only site outside London to take table reservations in Cardiff.  

As the Burger & Lobster brand continues its expansion plans outside London, with sites planned in Manchester, Bath and Liverpool this year, the brand required an intelligent guest management solution across multiple platforms that could effectively manage the 1,100 covers at its site in Cardiff.  The DineTime solution had to work with Burger & Lobster’s front of house team to deliver accurate wait times to customers, whilst also managing reservations and seating in-line with the restaurants floor plan.

Pressure is also removed across back-of-house, with DineTime managing the smooth flow of customers onto the premises. Accurate and up-to-date information is provided on the status of every table, advising where each one is in its dining journey. Important data is provided to the restaurant to enable them to effectively manage each stage of the customer journey, whilst also delivering real-time analysis on the performance of a single or multiple sites to drive efficiencies.

Burger & Lobster is provided with insight through an online Web Portal and daily email to the account holder to enable them to run, view and print reports for any given day, week or month. They can then view statistics on reservations, wait lists, table turns and seating data to assist in analysing key trends within the site.    

Simon King, Operations Director, Burger & Lobster commented: “When Burger & Lobster launched in December 2011, we quickly garnered a reputation in London for our phenomenal queues and to be honest, we still do. We know that having staff manage wait lists on the door is a hugely labour intensive exercise, so with Cardiff being our largest and first site out of London to take reservations, we needed to partner with a savvy supplier like CST, to provide a solution that could work hand-in-hand with our front of house teams to deliver outstanding customer service. DineTime provides us with accurate wait times, it manages our table plan and ensures we’re more efficient with our labour costs.  

He continues: “We’re particularly impressed with its reporting capabilities, which is bespoke to our site. We can analyse reservations against walk-ins, to maximise on seating efficiencies. Maximising efficiency on table turns across every shift is very important to us. To give you an example, on February 14, we hosted 566 parties across 1,674 covers, with an average wait time of just 11 minutes. That’s the sort of information we need to ensure we continue to be successful in Cardiff.” 

Ashley Sheppard, Group Commercial Director, Call Systems Technology commented: “We were thrilled to work with Burger & Lobster on their first reservation restaurant outside London. The beauty of DineTime for operators is that it will cut unnecessary labour costs, whilst allowing staff to efficiently increase table turns, which in turn will improve sales and raise customer satisfaction.”