UCL Marshgate Café: Lolly Nova Foodservice Robots Enhance Customer Experience

UCL Marshgate Café: Lolly Nova Foodservice Robots Enhance Efficiency and Customer Experience


About UCL Marshgate Café
UCL Marshgate Café, located at UCL East is a dynamic food service space that blends technology with hospitality. The café caters to students, faculty, and visitors, offering multiple ordering options for convenience and efficiency. Customers can place orders at the till, via the Food@UCL app for takeaway, or through web ordering, accessed via QR codes at each table.

As part of a forward-thinking campus known for its focus on science, engineering, and robotics, the café embraces innovation. From robotic floor cleaners to emergency response robot dogs, UCL East integrates automation into various aspects of campus life. The introduction of Lolly Nova foodservice robots aligns with this ethos, creating a seamless and engaging customer experience.


The Challenge
UCL Marshgate Café was designed with efficiency in mind, yet ensuring smooth front-of-house operations in a spacious layout presented challenges. During off-peak times, a single barista might be working, requiring a solution to streamline table service. The university needed an innovative way to reduce unnecessary walking for staff while maintaining high service standards.


The Solution (Working with Lolly)
The implementation of robot waiters was an integral part of the café's initial design. Through its partnership with CH&Co, UCL seamlessly integrated Lolly’s technology. The robots provide effective table service and clean-up functionality, allowing staff to focus on customer interaction and preparation, rather than running orders to tables.

Both customers and staff have responded positively to the robots. Their unique presence has not only optimised efficiency but also added an element of novelty to the dining experience. Families, in particular, return to the café specifically to be served by the robot waiters, reinforcing their role in enhancing customer engagement.

Andrea Tafuri, General Manager at Gather & Gather,  commented: “The introduction of robot waiter technology has been a game-changer for our operations. They not only streamline service but also bring an interactive and fun element to the customer experience. We are proud to be at the forefront of adopting innovative technology to enhance our services.”


The Impact
Since the arrival of the Lolly Nova robot waiters, UCL Marshgate Café has seen several key benefits:

- Operational Efficiency: The robots reduce staff movement across the café, allowing team members to focus on core tasks.
- Enhanced Customer Experience: The robots attract repeat customers and create a distinctive atmosphere.
- Staff Satisfaction: By alleviating the workload, the robots support staff during busy and quiet periods.

While the precise cost savings are difficult to quantify, the overwhelmingly positive reception highlights the value of robot foodservice as an investment in customer experience and operational improvement.

Gero Turone, Director of Customer Experience at Lolly, said: “At Lolly, we focus on developing technology that makes hospitality operations more efficient while enhancing the customer journey. The success of robot waiters at UCL Marshgate Café is a perfect example of how automation can support staff and create an engaging dining experience.”


The Future
Due to the many benefits of robot waiters and the positive results their presence has had in Marshgate Café, UCL is considering expanding their use to other campus outlets. The university recognises the growing role of robotics in hospitality and aims to remain at the forefront of technological adoption.

Andrea Tafuri advised: "While the initial setup cost may be a consideration, the long-term benefits make the robot waiter service a worthwhile investment. Universities should lead the way in embracing emerging technologies, leveraging automation to enhance efficiency and engagement. Robotics is an industry set to grow further, and institutions that adopt these innovations early will be best positioned to enhance both operational efficiency and the student experience."