Automated Restaurant Steps Into the Future : Los Feliz-Area Tam O’Shanter Inn Enters the Forefront of a New Computer Wave

The future is here when waitress Kathy Miera says she’ll check to see whether the Tam O’Shanter restaurant’s smoked salmon luncheon special is still available.

Rather than walk a dozen or more steps to the crowded kitchen and yell at some frazzled chef, she simply pecks an abbreviated code into her hand-held computer terminal.

Within a second, the tiny screen on the pocket-camera-sized device indicates that the salmon is indeed in stock at the late lunch hour of 1:15 p.m. With the salmon issue settled, the rest of the table’s orders are taken, with similar codes being inputted on the keyboard.

Precision Via a Printout

Not too long after the orders are programmed, Miera returns with the drinks. On her tray alongside the various glasses is a small printout that indicates seat No. 1 has mineral water, No. 2 has house white wine and the third luncheon patron is drinking iced tea. The service of the entrees is similarly well-organized and precise.

Somewhat later, as the time for paying the tab arrives, Miera provides an exact computer printout of everything ordered by each person, complete with itemized costs, tax and total. The slip of paper also indicates that the meal ended at 14:08.

A step into the Tam O’Shanter means you’ve entered the world of restaurant automation where chefs, waiters and waitresses communicate through keyboards and computers.

Here, the manager can use his hand-held terminal to see what anyone in the restaurant is eating and then come to the table after all the plates are cleared and ask, “How was the smoked salmon?”

Who Ordered What and When

The precedent being set means there may never again be an occasion where a surly waiter or an indifferent waitress blurts out, “Who gets the linguine?” This system keeps track of which person ordered what entree, appetizer or beverage.

And finally, asking for “the check” may become obsolete. When it’s time to settle up, a more appropriate request is, “May I have the printout, please?”

All this restaurant razzle-dazzle has been made possible by Validec Inc., a San Carlos, Calif., firm that specializes in mobile communications systems.

During the typical meal service, about a dozen hand-held terminals are in operation at the Tam O’Shanter. The information programmed into the devices is sent to printers at various locations throughout the building, such as the main bar, service bar and kitchen.

An order of three draft beers, once inputted by a waitress, appears almost simultaneously at the printer in the bar. The bartender then begins readying the drinks well before the waitress has even left those requesting the brews. A table’s request for salads, a burger and a steak is just as expeditiously begun in the kitchen.

Only the Beginning

The Tam O’Shanter operation is one of only two Validec computer designs in the nation, a honor sure to end soon. The firm is eagerly poised to introduce this palm-sized terminal to the rest of the country, where an estimated 200,000 restaurants operate with table service.

Even so, the Tam O’Shanter is an unlikely candidate to be in the forefront of this new computer wave. The restaurant opened in 1922 and management claims this Los Feliz Boulevard institution is the oldest eatery in Los Angeles with the same ownership and location.

Furthermore, the odd-looking computer terminals just don’t seem compatible with the Scottish castle motif and generous doses of medieval pennants, banners and simulated Gaelic antiques synonymous with the Tam O’Shanter.

As a result, the first glimpse of tartan-clad waitresses scurrying around Tudor-style dining rooms while juggling computers is incongruous.

Appearances aside, there are many who believe that Validec will become to restaurants what corkscrews are to wine.

“This system will improve service and the quality,” said Richard R. Frank, vice president of Lawry’s Restaurants Inc., which operates the Tam O’Shanter. “We’ve put a lot of effort into improving this restaurant and this is another step.”

Easy-on-the-Feet Efficiency

In fact, the Validec system has definitively changed the restaurant’s operation. There is less time spent by the waiting staff walking from various food-and-drink locations because all orders are sent by computer.

Consequently, a waitress needs to enter the kitchen only to pick up food that’s ready to serve. The chef can even send a message to the waiter’s or waitress’ terminal, thus alerting them that a particular order is ready and minimizing the chances that a prime rib will sit too long.

The time formerly spent running various patterns through the restaurant is now devoted to caring for customers’ needs, the system’s architects claim.

Bryan Monfort, Tam O’Shanter manager, said that the effect of the new system has been positive.

“A major complaint about this restaurant was how long it took to get seated for lunch. Well, we’re turning more tables than ever before. About 15 minutes have been cut off the time it takes to serve a lunch (because of the new system),” Monfort said. “All this step saving has resulted in faster meal service.”

The Validec system is also capable of monitoring inventory and serving portions. Another facet of the operation is its ability to project the overall cost to the restaurant if, for instance, the price of beef increases 50 cents a pound.

Another Side of the Coin

Lawry’s restaurant officials are pleased enough with Validec to begin thinking about installing the system in some of the corporation’s six other locations. However, before this whiz-bang system goes nationwide, there are a few human elements that need some work. In fact, the demise of the traditional pad-and-pen style of taking food orders was not well received by the Tam O’Shanter’s service staff.

Those who were working at the restaurant at the time of installation received 15 hours of training on the hand-held terminals before having to use the devices with customers. This initial stage brought resistance and occasional “hysteria.”

One of the system’s harshest critics is waitress, Jennifer Stolk.

“I can write faster than I can push buttons,” she said. “This is a 63-year-old restaurant and the (Validec) system is out of place here--it’s a Space-Age gizmo and looks like you should be saying, ‘Beam me up, Scotty.’ ”

Stolk grudgingly acknowledges that the hand-held terminals do save steps and precious time when it comes to adding the check.

Too Busy for Eye Contact

Waitress Donna Rizzo also complained about the time it takes to type in the more than 800 abbreviations for the restaurant’s food and beverages.

“It takes time to press in changes for a particular order, especially if someone changes their mind after all a table’s orders are taken,” Rizzo said. “And we don’t have any eye contact with the customers because we’re too busy with all the numbers to even look at them.”

Another server, Linda Baray, said she was growing quite fond of the hand-held terminals.

“There are certain things that I like about this system, such as being out at the table more often,” she said. “The computer also tallies the bill quickly and the food’s ready when we are.”

Most of the Tam O’Shanter waitresses queried about the system said the customers have generally reacted positively to Validec. Some felt that many patrons don’t even notice.

However, one waitress reported that a particularly disgruntled customer looked at the system and huffed, “Why don’t you just put that thing on the wall and we’ll punch in the order ourselves?”