McDonald’s introduces innovative customer service system at Sliema restaurant
McDonald’s has introduced an innovative ordering system at its Sliema restaurant and upgraded its kitchen preparation processes to serve even fresher food faster.
Entitled Made for you and already in operation in various markets around the world, the system allows McDonald’s crew to prepare all meals at the time of order according to the customers’ requests. The system permits more flexibility, improves serving time and customisation while enhancing quality.
Made for you has been introduced with a new ordering concept, where customers now pay and collect the order at different sections of the counter. However, customers do not even have to order or pay at the front counter anymore. Instead, they order at the digital touch screen kiosks in a designated area in the lobby. Here, they simply scroll up or down the menu to customise their order, confirm their choices and pay by credit card or with cash at the counter. The order is then received by the kitchen crew who begin to prepare the meal while customers wait in a dedicated area, next to the collection zone.
McDonald’s Sliema is the first of Malta’s nine restaurants to be converted to the system. The new restaurant which opens in Bugibba in the coming weeks will operate the system immediately.
“We are proud to introduce Made for you to Malta at the Sliema restaurant to provide our guests with an even better, more innovative experience at McDonald’s,” Lee Warren, general manager for McDonald’s in Malta, said.
“The conversion of the Sliema restaurant comes after consider- able investment and intensive crew training to provide higher quality, fresher food and deliver better customer service. We will continue the modernisation of the Malta market with the reopening of the Bugibba restaurant, which will also feature Made for you, while our other seven restaurants will be converted in the coming months.”
Victor Tedesco, managing director of Premier Capital, the Malta-owned company which operates more than 130 McDonald’s restaurants in Estonia, Latvia, Lithuania, Greece and Romania, besides Malta, explained that the local team benefitted from the experience of similar restaurant conversions in other markets.
“Customer expectation of service is changing,” Mr Tedesco said. “For two years we have invested heavily in restaurant conversion and staff training in the Baltic states and in Greece to serve our customers faster and more efficiently. Our Malta team benefitted from the experience we have gained across our network. We are working hard on the evolution of the entire McDonald’s experience in our restaurants by easing pressure on crew and taking service to the next level. Soon, we will be able to grow the menu further and increase capacity to serve even more customers faster. We have many other exciting plans at McDonald’s!”