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Pollo Tropical redefines store experience


Cincinnati – A redesign has upped the customer experience and increased sales at casual-dining chain Pollo Tropical.

The 120-plus-unit, Caribbean-themed casual-dining chain, part of Fiesta Restaurant Group, recently underwent a store redesign as part of a national growth strategy and repositioning, with the efforts led by FRCH Design Worldwide.

Cooling and calming Caribbean colors were utilized on the exterior, with a tropical blue and green finish. A stark white veranda sits on top of the restaurant, illuminated from below, to create a welcoming effect in the evening hours.

The interior further communicates the brand story, where the bold and exciting Caribbean colors are activated in a kaleidoscope of tonal treatments through evocative wall and ceiling graphics, textures from shutter doors that are affixed above, and patterns which activate partitions. A mainstay of the Pollo Tropical experience, the ‘Saucing Island’, was pivoted to elevate the experience for guests as they customize their food.

Remodeled stores are producing a 20% growth rate. Pollo Tropical is utilizing the new design in all new construction and plans to remodel all existing units in the chain with the new FRCH design in the next three years.

“This project evolved beyond just solving a design problem,” said Danny Meissenheimer, COO of Pollo Tropical. “FRCH brought key insight to marry the back of the house experience with the front of the house experience. Our carryout sales were outperforming our in-house dining sales, which led us to refine our proposition to our customer. Our customers knew us for our fresh food, but not our brand experience.”

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