Guzman y Gomez first opened their doors in Sydney, Australia in 2006, growing the fast-casual mexican kitchen concept to 15 stores by 2012. Josh Bell was initially introduced to co-founders Steven Marks and Robert Hazan by a mutual contact, and despite working at a bank with minimal restaurant experience to his name, Bell believed in the concept and the entrepreneurial spirit of Marks and Hazan. After six months of training, he convinced the duo to let him grow the brand internationally. In 2013, Bell opened the first Guzman y Gomez location in Singapore and is now the general manager of 11 locations across the island. Today, the franchise has 135 restaurants in operation across Australia, Singapore, Japan, and the U.S.
An integration with payments platform Adyen helped Guzman y Gomez reduce transaction times from five minutes to just 30 seconds. The result? Accelerated authorizations and automated back-end reconciliations shortened queues and minimized human-to-human contact. The team is also finalizing an integration with Aigens, a robust delivery platform that injects orders from third-party delivery providers like Deliveroo, UberEats, and FoodPanda directly into the Revel POS. Once the integration is complete, customers will have access to an optimized online ordering experience that reduces contact and errors, and increases speed and accessibility.
The team at Guzman y Gomez enjoys educating customers on their supply chain so they can rest assured that their food is fresh and well-sourced. For example, the brand’s signature guacamole is made from Hass avocados that are flown in from Australia every other day. According to Bell, the front counter is the most valuable piece of real estate in a restaurant, and Revel’s Customer Display System (CDS) allows his team to control first impressions made at the counter by promoting their supply chain and beyond. He explains that “the versatility of the CDS is what’s so appealing,” and that after featuring ingredient sourcing on their customer-facing displays, sales of modifiers like guacamole increased. They also use the CDS to promote COVID-19 safety practices, removing the burden from their staff by encouraging customers to use contactless, cash-free payments. “The cloud-based solution means that we can roll out marketing collateral on the CDS immediately, and that’s actually not a common feature from my experience with other POS solutions,” said Bell. Revel’s Kitchen Display System (KDS), Bell adds, is “phenomenal because of how customizable it is out-of-the-box. That’s where the bottleneck is in most restaurants, and it’s the last line of defense for food prep and consolidation of orders.” For Guzman y Gomez, the ability to color code and modify the flow and feel of the KDS is hugely valuable from an efficiency perspective. Bell says implementing the KDS across their kitchens was the “biggest and most significant system improvement” they’ve seen.
With the emergence of COVID-19 and its sweeping effects on the hospitality industry, their technology-first mindset put them in the very fortunate position of keeping their virtual doors open. Access to Revel’s many integration partners allowed them to pivot quickly, and with Revel's Customer Display System (CDS) and Kitchen Display System (KDS) already in place at each location, customers remained engaged and orders continued to flow in.
Powered by Revel’s iPad-based lineup of products, all backed by Apple’s powerful iOS operating system, Guzman y Gomez is equipped with a sleek and secure solution built to grow alongside them.
I wanted to know how we could bend and flex Revel’s off-the-shelf solution to fit the Guzman y Gomez business model, and that’s exactly what we did. It turned out to be one of the best moves we ever made, and we haven’t looked back.-Josh Bell, General Manager, Guzman y Gomez
Revel’s scalable solution, built with multi-unit operations in mind, was the perfect compliment to Guzman y Gomez’s technology-first approach to running its Singapore locations. As businesses adapt to a post COVID-19 world, Bell will continue to look to Revel to help better serve a new era of customers.