The closure of foodservice outlets and subsequent restricted operations of full-service restaurants due to the measures introduced to stem the tide of the Coronavirus (COVID-19) pandemic in 2020 led to a slump in foodservice value sales. While there was a third wave of the virus in Q1 2021 and foodservice operations remained relatively limited in opening, capacity and social distancing terms, full-service restaurants saw a rebound in transactions and value sales over the year.
During the COVID-19 lockdown, many full-service restaurants approached e-commerce for the first time or made a concerted effort to add it to its offer. In order to develop this new string to their operational bow, full-service restaurants collaborated with third party food order and delivery players already present online.
The importance of digitalisation is increasingly strong in full-service restaurants, especially considering all the dynamics inherent in the transition to Industry 4.0.
Small and large full-service restaurants have understood that delivery is an important asset in support of their businesses. Thus, they are investing in the services of third party platforms to create and enhance proprietary delivery solutions that allow them to control the entire customer journey, from the arrival of the order to the delivery.
In Italy, the use of technology inside restaurants has resulted in the large-scale introduction of the following aspects: digital menus, online reservations, self-ordering, calling room staff remotely with special devices, new applications to manage staff shifts, invoicing and relationships with suppliers, cashless payments at the table and at the till, and conveyor belts for food. Technology is not only revolutionising the dining room and kitchen, but also the way in which customers discover, choose, evaluate and show loyalty to restaurants and their offers.
Consumers in 2021 supported neighbourhood and other social activities as they continued to learn how to cope with the fallout of the COVID-19 pandemic. In this vein, they paid more attention to the sustainable, social and ethical sides of companies, with full-service restaurants also expected to demonstrate their understanding and responses to these tenets in concrete ways.
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FSR (full-service restaurants) encompasses all sit-down establishments where the focus is on food rather than on drink. FSR is characterized by table service and a relatively higher quality of food compared to quick-service units. Menus offer multiple selections and may include breakfast, lunch and dinner. Preparation of food products is often complex and involves multiple steps. NOTE: restaurants types catalogued in this segment refer to table-service only (outlets with a proper “full table service:” wait staff attending customers and taking orders at the tables). Outlets with “limited table service” are excluded from FSR. For example: outlets where customers order their food at the counter are excluded (even though the waiter will then bring the food at the table).See All of Our Definitions
This report originates from Passport, our Full-Service Restaurants research and analysis database.
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