In what ways can mobile and contactless technologies, such as seamless ordering & payment solutions, alleviate staff burnout and create a more sustainable restaurant workforce?
With solutions like mobile ordering and contactless payment systems, restaurants can significantly ease the workload on their teams. For example, mobile point-of-sale (mPOS) technology allows the server to place orders directly from the table to the kitchen (KDS). This significantly reduces the time of having to take orders manually and then enter orders into a traditional POS terminal, usually located on the other side of the restaurant.
Contactless payment systems remove the need for staff to handle transactions manually. This leads to faster table turns and reduces manual errors. This also allows employees to focus on providing quality service rather than being overwhelmed by order-taking and payment processing during peak hours. This is a win-win for restaurants as it improves operations efficiency and also fosters a less stressful environment, benefiting both staff and guests alike.
What role does evolving customer expectation play in forcing restaurants to embrace new technology?
Evolving customer expectations and guests using multiple technologies in their everyday lives is a driving force behind restaurants embracing new technology. Today’s diners demand convenience, speed, personalization, and seamless digital experiences, and restaurants must adapt to stay competitive. For example, during the pandemic, the rise of online ordering and delivery platforms exploded and was fueled by overwhelming customer demand. Now, mobile apps, self-service kiosks, and AI-powered chatbots are becoming standard because customers expect efficiency and minimal wait times. Additionally, loyalty programs and personalized marketing powered by data analytics help restaurants build unique guest experiences and stronger relationships with their customers.
Many customers want to control the pace of their dining experience. New contactless payment and mobile POS technology empower guests to control the pace of their experience and benefit the restaurant with shorter table turn times. Ultimately, customer expectations set the pace for technological adoption. Restaurants that fail to integrate modern solutions risk losing business to competitors that are more agile and responsive to these shifting demands. The key is to ensure that restaurant operators don’t get trapped with technology that restricts (or forces) the restaurant to implement a flexible solution that is necessary to support their unique workflows and customer engagement models.
How can restaurants balance the efficiency of technology with the need to preserve authentic human connection in dining?
Technology needs to enhance and not detract from the guest experience. The delicate balancing of technology with authentic human connection is crucial for restaurants looking to enhance efficiency without losing the personal touch that makes dining memorable. Technology should be seen as an enabler, not a replacement for hospitality. By integrating mobile ordering and payment solutions, restaurants can free up staff from routine tasks, allowing them to focus on meaningful guest interactions. Additionally, smart use of technology should align with the restaurant’s brand and customer expectations. For instance, fine dining establishments may use digital tools discreetly to enhance service without disrupting the ambiance, while casual restaurants may embrace self-service kiosks or mobile apps to streamline ordering while maintaining friendly staff interactions. The key is striking a balance — using technology to remove friction in the dining experience while preserving those moments that make hospitality special. Thoughtfully designed technology should complement, not replace, the warmth and hospitality that define great dining experiences.
How can technology help smaller, independent restaurants increase revenue and enhance guest satisfaction while competing with large chains amid staffing shortages?
Technology is a game-changer for smaller, independent restaurants looking to compete with large chains, especially amid staffing shortages. By leveraging smart digital solutions, independent operators can streamline operations, increase revenue, and enhance guest satisfaction without needing a massive workforce. One of the most impactful tools is contactless ordering, which allows guests to place and pay for orders seamlessly, reducing the strain on limited staff. This not only speeds up service but also improves order accuracy, leading to higher customer satisfaction. Additionally, self-service kiosks and contactless payment options can help restaurants serve more guests efficiently, even with fewer employees. Another key advantage is data-driven decision-making. Smaller restaurants can use customer insights from digital loyalty programs and POS systems to personalize promotions, optimize menu offerings, and drive repeat business. This level of personalization gives independent restaurants an edge, helping them foster deeper customer relationships that large chains struggle to replicate. Automation in back-of-house operations, such as kitchen display systems (KDS) and inventory management software, can further reduce manual tasks, ensuring smoother workflows and minimizing waste. Ultimately, technology allows independent restaurants to operate smarter, not harder. By embracing digital tools, they can provide exceptional service, build customer loyalty, and remain competitive in an evolving dining landscape.
About Tony Fernandez
Tony Fernandez is the CEO and President of MTech Mobility, a global full-service mobility and technology solutions provider, which he founded in 2012. He is responsible for developing the vision and strategy for the company’s service offerings, as well as for its customer- and partner-focused approach. With a career spanning more than 30 years, Tony has spearheaded IT-managed services and operations for numerous industries (including retail, hospitality, travel, healthcare, and entertainment), providing leadership roles at Amadeus, a major Spanish IT provider for the global travel and tourism industry, as well as NCR Corporation, a leading software- and services-led enterprise provider.
