Living post-pandemic has fueled the spirit of “returning to normal”—normal hours of operation, full-capacity seating, a return to complete menus. But there are some elements of pandemic operations that may be here to stay, namely, technological changes.
Covid-19 regulations seemed to spur into practice technological advancements that only once seemed like future-era dreams. Restaurants quickly implemented digital menus via QR codes, mobile ordering, food lockers, and other automations, originally intended to reduce contact, but also opening up availability and accessibility. Now even with pandemic-related restrictions lifted in almost all areas, some restaurants are continuing to use these digital and automated resources, and it seems that consumers are becoming accustomed to them as well. According to the Beaconstac blog, more than one million US restaurants are using QR menus, accounting for over half of the country’s restaurant business.
The trick is, like in any other industry, as automation takes over some areas, where do the employees go? Automated or not, the restaurant industry is still one of hospitality and customer service, and so replacing all the jobs with machines simply will not do. According to Nation’s Restaurant News, many restaurant owners are making training shifts, and employees now split their time between hospitality and IT troubleshooting. This requires owner-operators not only to create new job descriptions and roles, but to ensure that these employees are properly trained to execute what is being asked of them.
Richard Weil, principal and owner of National Restaurant Consultants, believes that, “The human touch will not replace full automation. While technology will continue to evolve and gain traction in the hospitality sector, the opportunity for continued training, re-training, and putting on a smile may be the point of differentiation now and for the future.”
Technology should never be viewed as the enemy, and in the last several years, we have watched restaurants’ relationship to technology make profitable business possible even during uncertain times. What is important is that restaurants make sure to maintain the “human touch” essential for a good customer experience by keeping both guests and employees informed and happy.