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Delaware North providing guests more mobile-friendly and frictionless service solutions

Today more than ever, businesses of every kind are adopting new technologies to reduce points of contact, improve convenience and ensure a safer experience for both guests and employees. 

For Delaware North, many of these systems and service styles were already in place in various parts of the company before COVID-19 took hold. In recent years, Delaware North has installed a variety of modern payment and delivery systems, including a shift to cashless transactions and mobile-friendly platforms, along with frictionless markets in place of traditional concession stands. 

As the company adjusts in the wake of the pandemic, a growing number of mobile and frictionless solutions have been implemented throughout Delaware North operations. 

One such example is an expanding partnership with mobile technology company Grab. Among other capabilities, Delaware North can offer guests the ability to order while seated at a table, thanks to Grab technology. Guests can simply scan a QR code from tabletop or nearby signage to view the restaurant’s menu, make selections, add to their order and pay – all from their personal mobile device. Ordered items are then delivered to their table.

Delaware North recently became the first company to implement Grab’s Virtual Kiosk technology. Instead of placing an order directly with a cashier or stepping up to a large touch-screen kiosk near a quick-serve outlet, guests use their mobile device to scan a QR code on a poster – which then takes them to a website that has the location’s menu, along with easy-to-follow steps for ordering and payment. The site also gives guests the designated pickup location. 

The Virtual Kiosk solution has been piloted at Delaware North locations at Hartsfield-Jackson Atlanta International Airport and will soon be implemented in other parts of the company.

“Innovation is more important now than ever, especially for capabilities that create a frictionless, safe, and secure experience for our guests and employees,” said Jeff Wilkinson, chief information officer at Delaware North. “We have a strong history and partnership with Grab, and we’re really excited to be the first to bring these new virtual kiosk capabilities to market. With a few pilot locations now completed, we’re working together to bring virtual kiosks and related contactless capabilities to our parks and Patina restaurant locations. 

“At Delaware North, we have a vision for the future and can bring strong partners like Grab to help us deliver,” Wilkinson added.