New Homeboy Café a Model of Efficiency and Innovation

But with months of thoughtful, careful planning the Areas team was able to make it all fit like a glove and created a space that can now be used as a model of efficiency and innovation. Guests enter the café, make their selection, saunter to the beverage cooler, pick up a snack and self-checkout all while their order is being prepared.

The kiosks are a key feature for keeping lines moving and transaction times low in the mini café. “As a company we are trying improve the speed of service by using these kiosks,” says Ayaz Siddiki, Regional Director of Operations. “We are focused on customer service instead of the minutiae involved with a transaction. Once a guest places their order, the clock starts ticking in their mind about how long it’s going to take to get their order,” he says. Waiting time in the café is estimated to be 10 minutes to as little as four if a kiosk is used.

Most customers are taking advantage of a speedier checkout with about 70% of customers using the kiosks and 30% checking out with a cashier. But it was a race to the finish to get them installed in time for the opening. Between last minute inspections and the late arrival of the devices, it was uncertain whether it would all come together on time. “I was willing to go myself to wherever they were shipped and take them back with me on a plane to get them here on time,” recalls Ayaz.

Other challenges such as a short window for training and badging, employees quitting at the last minute and having to improvise on things like a lockable knife rack required by the Airport Police Department inconvenienced the opening process.

“Some things could have been avoided but there are always stumbles and missteps at every successful opening,” says Ayaz. “Overall, everything worked out and we are very happy with how well things are operating.”

Ayaz points out that collaboration, teamwork and communication was key for the successful opening. He credits the support of the entire LAX team especially the leadership of Ray Hernandez and Marquita Billhardt.

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