Comments on: Queueing Theory in a Restaurant Operation

By: Kit Hannigan

Kit Hannigan — Fri, 12 Oct 2018 05:22:00 +0000

I really like what you said about how restaurants who have lower cycle times per customer can accept more guests and generate more revenue. One would think that lowering cycle times not only require a fast service, but also an efficient queuing system for your regulars. That way, there will be less waiting time and even less time searching for customers with the correct food order.

By: David

David — Mon, 19 Dec 2011 22:00:52 +0000

Food service offers an interesting way to handle an aspect of queuing that is often mishanlded: that is where there are mulitple ‘pace’ streams within the queue. So the restaurant above seems to ‘de-couple’ or create queue buffers: the bar is an example, I would think.
A counter example is at conferences where the tea and coffee is arranged in many instances to create backlogs, where people who just want to fill up on coffee are delayed by the ones who want to carefully titrate their milk add sugar…opps no, just have the raw sugar; no not that stirer, I’ll use..hmm.. that one; and so one.
So, decouple by making a queue for the hot drink, then force people to move away to multiple lanes for the slow activities.

By: Sun

Sun — Mon, 10 Oct 2011 20:51:33 +0000

One simple improvement would be to have portable POS and credit card terminals. Instead of asking for the check, getting the check, waiting for the receipt, then signing for it… it can all be done at the table.

Although you may like Benihana, this is precisely why I would not go to certain restaurants. The factor of hospitality and return visit potential is not in the equation.

By: Pete Abilla

Pete Abilla — Wed, 05 Oct 2011 03:28:06 +0000

In reply to Dan Markovitz.

Dan,

Thanks much for your comment. I love Benihana and, after what you shared above, can see now those principles at play in their restaurant management.

Again, thanks much. Awesome.

Pete

By: Dan Markovitz

Dan Markovitz — Wed, 05 Oct 2011 01:44:44 +0000

In business school, we studied Benihana. They do an incredible job of both increasing average order value per guest AND reducing average cycle time — without the customers realizing it.

They increased average order value by making people wait in the bar for precisely 12 minutes (I think): long enough to order a drink, but not too long to make people impatient.

They decreased cycle time by having the chef set the pace of the dinner: you don’t choose when the food comes, the fancy chef flips the shrimp and steak onto your plate when *he* wants. As a result, you’re in and out of there before you know it — and, because it’s “theater,” no one feels rushed or minds the pace.