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Restaurant IT Prevents Customer Chaos

  • empathetic support, fast IT response, guest experience, hospitality, Jon Manes, Mambo Seafood, network reliability, POS outage, restaurant IT
Portrait of Jon Manes, VP of IT at Mambo Seafood, with podcast branding for Go Beyond the Connection on an episode about IT support during restaurant POS outage

Restaurant IT Prevents Customer Chaos

In restaurants, a network issue isn’t just a glitch—it’s a potential revenue disaster. A single point-of-sale (POS) outage can mean lost transactions, frustrated guests, and stressed-out staff.

That’s why Jon Manes, VP of Information Technology at Mambo Seafood,, built an IT support system focused on speed, empathy, and operational awareness.

Key Takeaways:

  • POS failures have immediate, visible guest impact
  • IT support must respond in minutes—not hours
  • Empathy is a key skill for frontline IT teams
  • Clear communication prevents panic and preserves brand trust
  • Proactive monitoring reduces the risk of outages entirely

Every Second Counts at the Register

Most industries can survive an hour-long IT callback. Restaurants can’t. Jon explains that a down POS system halts payment, stalls table turnover, and triggers public frustration.

That’s why he launched a dedicated restaurant IT support line—staffed by people trained to move quickly and understand the stress of the moment.

“There’s a sense of urgency that just doesn’t exist across other environments for IT, but does in the restaurant space. So, we have to have a support line for them that is extremely fast and nimble and understands what they’re going through.” — Jon Manes

Empathy is a Service Standard

Technical skill isn’t enough. Jon trains his team to speak calmly, validate concerns, and guide staff with confidence—especially when the restaurant is busy and the pressure is high.

Support begins with empathy: “I know guests are waiting. Let’s fix this together.” This mindset diffuses tension and speeds up resolution.

Monitoring and Prevention

Fast response is critical—but preventing the issue altogether is even better. Jon’s team monitors key signals like device health and network latency. If they detect patterns—like a rebooted router or weak Wi-Fi—they reach out proactively, often resolving issues before the restaurant ever notices.

Turning Outages into Trust

Even with strong systems, hiccups can happen. But the right response turns a potential crisis into a brand moment. By reacting quickly, communicating clearly, and restoring service without blame, Jon’s team preserves loyalty and avoids negative reviews.

Empathy and Urgency Set Restaurant IT Apart

IT in hospitality isn’t just about infrastructure—it’s about the guest experience. With tailored support processes and empathy at the core, Jon Manes shows how IT can uphold trust, protect revenue, and help restaurants thrive—even under pressure.

Related Links: 

▶ Go Beyond the Connection