The hospitality industry is on the verge of a technological revolution. Innovative solutions such as robots, digital menus and automated payment processes are increasingly shaping the restaurant experience. These technologies not only offer modern guest management, but also help to increase efficiency and customer satisfaction. Particularly in times of a shortage of skilled workers and growing competitive pressure, such systems have become indispensable for operators. Automated processes save time, reduce errors and offer guests a faster, more flexible experience – the future of gastronomy is picking up speed.
No more no-shows: a new approach to reservations
No-shows, or guests who make a reservation but do not show up, are a major problem for restaurants. In some countries, the rate of no-shows is around 12% of reservations, and the trend shows that this problem has increased in recent years.
According to research from 2023, the number of no-shows in the hospitality industry has doubled since the previous year, which is a significant financial burden for many restaurants. These no-shows result in massive revenue losses, estimated at around £17.59 billion per year in the UK alone. Not only does it cost revenue, but it also blocks valuable seats that could have been allocated to other guests.
An online booking system can help. It not only makes it easier to manage reservations, but it also sends automatic reminders to guests, which significantly reduces no-shows. It also makes it easier for guests to proactively cancel or adjust their reservations.
Robots as service support
Robots are increasingly conquering the restaurant industry. In countries such as Japan and the USA, they are already being successfully used to relieve the burden on staff and improve service. Robots like “BellaBot” can serve food, collect empty plates or provide guests with menu information. In Japan, many restaurants use robots to deal with staff shortages. Robotic cafés are becoming popular in China, where machines handle the service and attend to guests. In the United States, restaurants like Chili’s have introduced robots to assist their staff and help decrease customer waiting times. These innovations are transforming the dining experience by automating routine tasks, which enhances efficiency and service speed.
Mobile menus for modern gastronomy
Restaurants are increasingly using digital menus that guests can access via their smartphones. By scanning a QR code placed on the table, guests can view the menu on their devices, allowing for easy updates to dishes, prices, or specials without the need for printed menus. This provides a flexible and modern solution for both guests and operators.
Digital menus allow guests to browse and place orders directly from their smartphones, reducing wait times. This minimizes order errors since requests are sent straight to the kitchen. For operators, it streamlines the process, freeing staff to focus more on guest service rather than taking orders.
Automated payment processes
Another emerging trend in the hospitality industry is automated payment processes that simplify the entire payment process for guests and operators. Modern restaurants are increasingly relying on systems that allow guests to pay the bill directly at the table using a tablet or their own smartphone. Guests scan a QR code on their bill or on the table, whereupon they can complete their payment digitally – either via a credit card, Apple Pay, Google Pay or other mobile payment systems.
More efficiency and tips
Studies show that digital payment systems tend to encourage higher tips. Many apps and digital systems display preset tipping options, making it easy for guests to select a specific percentage. Automated payment systems often offer choices of 10%, 15% or 20%, which may make guests more inclined to tip more than they would with a traditional cash payment where they have to manually add the tip. By eliminating the cash payment, the time needed to count cash and provide change is significantly reduced. Digital payments are faster and more efficient, as they can be completed in a few seconds.
