What do you think the biggest topic of 2023 will be?
In 2023, restaurants will continue to invest in on-premise technology as they realize the potential for digital to improve operations and the guest experience in-house. This includes implementing tools like QR code-enabled mobile ordering as well as tab management, which allow guests a faster and easier way to order, reorder and pay without having to go through the hassle of flagging down a server. Not only does this empower guests with the ability to curate their own dining experience, but it also eliminates extra steps for employees so that they can focus on making meaningful interactions with guests and ultimately build brand loyalty.
We also think kitchen management will be a big point of emphasis in 2023, as operators search for ways to improve back-of-house communication and operations. This includes implementing digital communication channels that flow from floor to kitchen and utilizing voice-automated Kitchen Display Systems (KDS) to streamline tasks, avoid errors and enhance the quality of food and service.
Overall, we believe technology will guide the modern-day dining experience in 2023, and those who don’t prioritize their digital solutions to enhance guest and team member experiences will be left behind.
What role do you see technology playing?
Technology will play a critical role in the dining experience in 2023. As consumers continue to expect speed, accuracy and convenience, restaurants that leverage digital solutions that give guests complete control over their dining experience, including the ability to order, reorder and checkout on their own, will succeed.
Moving forward, technology will also infill the need for hybrid service models, giving operators the tools to adapt as they encounter peaks and valleys in demand based on the economic environment and local trends. Solutions that work together on an open platform will further simplify this process, ensuring tools are working together with shared data to improve overall operations. For example, this year we launched EasyTab, a feature that leverages customers’ mobile devices to bridge traditional service and empower guests by making opening, closing, reordering, and transferring tabs from bar to table fast, easy and hassle-free. As outside pressures persist, this type of flexible technology will be a game changer for operators.
In addition, in-house technology will be crucial to improving in-house communication among team members. Most communication today remains face-to-face, wasting valuable time for employees and disrupting the guest experience. For example, if the kitchen runs out of a menu item, the chef typically informs a team member who has to inform everyone else on the floor like a game of telephone. Oftentimes, an employee has already sold that item before they receive the update that it’s out of stock. The solution? Brands must utilize software that provides an efficient channel to share communications digitally across back- and front-of-house, such as an 86 button on the POS, to eliminate operational friction and improve the guest experience in one click. Similarly, technology advancements will always remain top of mind for operators. For us, that looks like a KDS system that speaks to team members rather than having updates flash across a screen, but we also anticipate consumers continued interest in drone delivery, automated tech, and more.
Get the full story at Restaurant Leaders See Tech, Value as 2023’s Biggest Trends.