One of the biggest impacts and changes the pandemic has brought to the restaurant industry is the rise of contactless and remote dining experiences. This includes initiatives like expansion of takeout and delivery services, curbside pickup options, al fresco dining, and digital menus.

Many restaurants that did not previously offer takeout or delivery started these services for the first time or greatly expanded their existing off-premise programs. National chains like Chipotle, Subway, Pizza Hut, and others invested in hiring more delivery drivers and partnering with third party delivery platforms like DoorDash, Uber Eats, and GrubHub to facilitate non-contact orders. Independent restaurants also turned to delivery services for the first time to try and recoup some lost dine-in business. Curbside pickup also saw a surge in popularity as a low contact alternative that allowed people to order online or by phone and have their food brought straight to their car when ready.

For on-site dining, al fresco expansion has been a major trend. With indoor capacity restrictions in place for many months in 2020 and 2021, restaurants got creative by expanding their outdoor spaces. This included setting up temporary patios, parklets, and street closures. In some cities, regulations were eased to allow restaurants to use sidewalks, streets, and even private parking lots for additional outdoor seating. Heaters, tents, and wind blocks were added to make dining outdoors more comfortable even in colder months. Some restaurants also switched to reservation-only outdoor dining with timed slots to manage capacity.

Digital menus gained popularity to reduce physical contact. Many restaurants rolled out QR code driven digital menus that could be accessed on a customer’s personal device instead of physical paper menus. Some displays were even installed at tables showing the menu that diners could browse on their own phone. Digital ordering and payment was also adopted by some chains. Apps were created to allow customers to order and pay for their food through their phones, sometimes including the ability to trigger alerts to staff for when food was ready to be picked up.

Plexiglass dividers started appearing between booths and tables to create physical barriers between customers. In some cases, entire custom dining “igloos” or greenhouses were even constructed for individual parties. Automatic faucets, flush valves, and paper towel/soap dispensers saw increased installation to reduce touchpoints in restrooms.

Touchless thermometers were commonly utilized to check employee temperatures at the start of shifts. Digital check-ins were also phased in at some restaurants in place of physical sign-in clipboards to facilitate contact tracing if needed. Stricter cleaning protocols between seatings involved sanitizing all tables, chairs, menus, and other high touch surfaces with hospital-grade disinfectants. Antimicrobial surfaces and materials were tested or upgraded in some settings.

For employees, many restaurants invested in new policies around masking, distancing, and staggered shifts. Drive-thrus only became the protocol at some fast food chains to avoid customer interaction. Employee wellness funds and paid sick leave were increased in some cases. Protective gear like masks and gloves also became universally required. Digital tools helped with tasks like scheduling, inventory, and online order management to reduce physical contact where possible. Touchless payment options were prioritized for both dine-in and off-premise customers.

Outdoor kitchens were piloted at some establishments with entire auxiliary food prep areas constructed in parking lots or courtyards. This allowed for physical distancing in cramped back-of-house spaces. Ultraviolet light technology was tested by some to disinfect air conditioning systems and circulate purer air. Anti-microbial spray treatments were introduced for fabric surfaces like booths or chairs. Clear panels dividing sections or entirely separate greenhouses/pods were trialed at a smaller scale.

Innovations like these show how creative the restaurant industry has gotten during the pandemic out of economic necessity. While not all solutions will stick long term, contactless operations and expanded off-premise models seem likely to remain even after indoor dining restrictions are fully lifted. The pandemic has accelerated the digital transformation of restaurants and consumer expectations around convenience, value, and safety. Those who adapt quickest will be best positioned for success in the eventual new normal.