The local food scene has never been more exciting than in the past few years. With new concepts emerging and a constant demand for something fresh, business owners are constantly thinking about how to ensure they’re set for success.
The modern dining experience is holistic, and the most successful food entrepreneurs understand that every detail shapes how a brand is remembered. Today, it’s not just about what’s on the plate. It’s about every touchpoint before and after the meal – from how customers first discover a restaurant online, to how they’re welcomed, how efficiently they’re served.
Yet across today’s food scene, the experience is constantly challenged by a recurring issue: friction and delays in payment. For three food entrepreneurs, solving this has become central to building their businesses.
Designing the full experience with the customer in mind
For one of Manila’s coolest new gelato shops, Kariton, designing the experience begins with putting the customer first.
“The name Kariton comes from the street carts many of us grew up with, so when people walk in, I want them to feel an instant sense of warmth and curiosity. It should feel approachable, not intimidating, but once you taste our gelato, you’ll realize that it’s made with serious technique and high-quality, local ingredients,” Leon Taira, Global Partner of Kariton, explains.
Kariton blends Filipino culture and nostalgia with a fun, Australian-inspired charm to use gelato as a shareable way to introduce local ingredients and culture. But because gelato melts quickly, service speed is a priority. “Very early on, we realized that small details matter a lot. Things like queue flow, signage, temperature control, portioning, and how staff greet you. At the same time, we don’t want to rush the customer, and we want to make sure we have time to tell them our story and the stories in each scoop.”
This challenge of balancing convenience with staying true to their concept is something modern food businesses, including Mariell Chuateco-Tanchip and her team at Taste & Tell, are navigating, especially after expanding from their home business into their first physical store.
“We realized dining is about the entire journey — ambiance, service, speed, and even how customers pay. Even if the food is excellent, a slow or stressful checkout can change the entire experience,” she says. “Generosity is important to us. We never want guests to feel like they’re getting less. We want them to leave full, happy, and excited to come back,” she adds.
This is echoed by Patrick Santos, owner of Nolita Joe’s, whose service philosophy marries the best of New York-style dining – which is fast-paced – without sacrificing quality. For him and his team, it’s about balancing efficiency with what guests expect and deserve.
“It’s not unusual for guests to either rave about or get annoyed at the small things, so everything should matter. Even something as seemingly minor as waiting a bit too long for the bill to be settled or having limited payment options can affect the whole experience,” she points out.
To address this friction, all three businesses have since integrated GCash for Business and tools like the new GCash SoundPay to improve both speed and service flow, especially at checkout. GCash SoundPay is a payment device that enables instant cashless transactions through QR payments with real-time voice confirmation, helping both staff and customers confirm payments instantly, without slowing down service.
“It’s made things a lot more seamless. Less friction, faster turnover, and less stress for the team. It really helps during peak hours. Faster transactions mean more turnover and better customer satisfaction,” he explains.
Embracing new tools as part of the experience
Across all three concepts, one shift is clear in modern dining: technology is an essential part of hospitality. For Leon, removing friction is key to repeat visits. “Before being able to provide cashless payment options, the common issues we would face included not having exact change and delays during peak hours. These small frictions add up and can slow down the entire service flow and ultimately affect the chances for return visits.”
For today’s young restaurateurs, success is no longer just about serving great food. It’s about the experience around it, which requires understanding customer behavior, mastering operations, and designing a seamless experience from start to finish. Throughout their journey, they have found support in solutions like GCash for Business.
If you’re a young business owner, getting started with GCash for Business is your first step into your easy era. Create an account on the GCash for Business Portal. You can get started as a merchant using just your verified GCash account of at least 12 months to qualify for a Starter Plan. Order a GCash SoundPay device, then wait for your email confirmation on your GCash SoundPay delivery. For more information on how GCash helps empower businesses and explore other products to help your business, visit GCash for Business.
