Powering On: Finding Solutions Through Technology
By: Katie Frankhart
Once considered a futuristic luxury, technology is now a necessary investment in a world where greater service and higher efficiency mean more than ever before.
Even as 2020 grows smaller in our rearview mirror, near-record inflation, workforce shortages, and supply chain issues continue to create new challenges for restaurant and hotel operators. Moreover, a shift in customers' demands post-COVID created a paradox within preferences: they crave an experience and service, but it's all about convenience and speed.
Kiosks, robotics, artificial intelligence (AI), and machine learning (ML) — these tech improvements aren't designed to replace restaurant employees but to support them in providing the experience guests expect.
In this issue, the Michigan Restaurant & Lodging Association (MRLA) explores approachable, manageable tech solutions for the industry's most significant challenges. From reducing inefficiencies and increasing profit margins to improving employee satisfaction and enhancing the guest experience, advancements in hospitality technology make more time for what the hospitality industry is known for: human connections.
Even as 2020 grows smaller in our rearview mirror, near-record inflation, workforce shortages, and supply chain issues continue to create new challenges for restaurant and hotel operators. Moreover, a shift in customers' demands post-COVID created a paradox within preferences: they crave an experience and service, but it's all about convenience and speed.
Kiosks, robotics, artificial intelligence (AI), and machine learning (ML) — these tech improvements aren't designed to replace restaurant employees but to support them in providing the experience guests expect.
In this issue, the Michigan Restaurant & Lodging Association (MRLA) explores approachable, manageable tech solutions for the industry's most significant challenges. From reducing inefficiencies and increasing profit margins to improving employee satisfaction and enhancing the guest experience, advancements in hospitality technology make more time for what the hospitality industry is known for: human connections.
Enhancing the guest experience with intuitive technology
Advancements in technology offer an exciting opportunity to completely re-evaluate how it plays a role in the human elements of the hospitality industry — that is, your guests' experiences and interactions with your employees during their visit.
Founded in 2017, SpotOn is one of the fastest-growing point-of-sale (POS) software and payment companies, servicing tens of thousands of restaurants, retailers, and sports and entertainment venues across the U.S. The comprehensive cloud-based technology helps owners and operators streamline operations, improve the guest and employee experience, and increase profits.
SpotOn Restaurant, the tech company's end-to-end restaurant solution, provides personalized POS technology solutions for restaurants of all sizes and types, from fine dining and quick service to multi-concept food halls and food trucks. A collection of profit-boosting tools works seamlessly alongside the SpotOn Restaurant POS, streamlining multiple technology tools into one intuitive platform; it utilizes online ordering, digital reservations & waitlisting, labor management, and elite reporting to "keep your guests and employees happy."
To address persistent labor challenges, the POS system syncs with a labor management system, allowing managers to accurately measure staff performance, set sales goals, and coach team members who aren't meeting them. Plus, it streamlines the clock-in and clock-out process for staff members, provides clearer communication on scheduling, and helps ensure they are taking breaks and working adequately-staffed shifts.
Kevin Bryla, SpotOn’s Chief Marketing Officer and Head of Customer Experience, says this restaurant technology can be an invaluable partner in addressing our industry's most significant challenges without threatening the guest experience but rather enhancing it.
"Intuitive tech fades into the background and increases efficiency … and when your back-of-house is running smoothly, restaurant staff can focus on creating connections and delivering an outstanding guest experience."
In most full-service restaurants, customers won't ever directly interact with the POS system; nevertheless, having one can improve their dining experience in many ways. Accessible, easy-to-use technology ensures smooth and well-paced service by allowing servers to do more with less, so they can spend more time with guests while simultaneously turning tables (and profit) faster.
Advancements in technology offer an exciting opportunity to completely re-evaluate how it plays a role in the human elements of the hospitality industry — that is, your guests' experiences and interactions with your employees during their visit.
Founded in 2017, SpotOn is one of the fastest-growing point-of-sale (POS) software and payment companies, servicing tens of thousands of restaurants, retailers, and sports and entertainment venues across the U.S. The comprehensive cloud-based technology helps owners and operators streamline operations, improve the guest and employee experience, and increase profits.
SpotOn Restaurant, the tech company's end-to-end restaurant solution, provides personalized POS technology solutions for restaurants of all sizes and types, from fine dining and quick service to multi-concept food halls and food trucks. A collection of profit-boosting tools works seamlessly alongside the SpotOn Restaurant POS, streamlining multiple technology tools into one intuitive platform; it utilizes online ordering, digital reservations & waitlisting, labor management, and elite reporting to "keep your guests and employees happy."
To address persistent labor challenges, the POS system syncs with a labor management system, allowing managers to accurately measure staff performance, set sales goals, and coach team members who aren't meeting them. Plus, it streamlines the clock-in and clock-out process for staff members, provides clearer communication on scheduling, and helps ensure they are taking breaks and working adequately-staffed shifts.
Kevin Bryla, SpotOn’s Chief Marketing Officer and Head of Customer Experience, says this restaurant technology can be an invaluable partner in addressing our industry's most significant challenges without threatening the guest experience but rather enhancing it.
"Intuitive tech fades into the background and increases efficiency … and when your back-of-house is running smoothly, restaurant staff can focus on creating connections and delivering an outstanding guest experience."
In most full-service restaurants, customers won't ever directly interact with the POS system; nevertheless, having one can improve their dining experience in many ways. Accessible, easy-to-use technology ensures smooth and well-paced service by allowing servers to do more with less, so they can spend more time with guests while simultaneously turning tables (and profit) faster.
Bridging gaps with automation
Anyone in the hospitality industry is familiar with the behind-the-scenes hustle and bustle and the barriers it imposes between guests, servers, and the moments that matter. Automating work with RaaS (Robot-as-a-Service) applications like Servi promises lower turnover, fewer errors, and enhanced guest experiences.
In 2020, Bear Robotics set a new standard in robotics by empowering incredible dining experiences with Servi, a state-of-the-art restaurant service robot that alleviates repetitive work by acting as a low-cost food running and bussing solution. The ultimate goal: bridging better connections between servers and diners while building on the technology that makes it possible.
"Workforce automation, specifically RaaS applications, is not only meant to support labor shortages, but also enhance the connections between customers and servers," says Juan Higueros, Bear Robotics COO and co-founder. "Servi allows service staff to breathe easy, free from the constant back-and-forth of bussing tables, running food, and delivering drinks so that they may focus on the most important factor in food industry establishment – the customer."
Higueros says this workflow makes the jobs and lives of service staff easier and more efficient, therefore enhancing guest experiences, which ultimately brings in more tips and drives higher job satisfaction and retention rates.
At the end of the day, less back-of-the-house busy work means more front-of-the-house time with guests, and this critical face time between customers and staff might not be possible without the support of these cutting-edge technology solutions.
Anyone in the hospitality industry is familiar with the behind-the-scenes hustle and bustle and the barriers it imposes between guests, servers, and the moments that matter. Automating work with RaaS (Robot-as-a-Service) applications like Servi promises lower turnover, fewer errors, and enhanced guest experiences.
In 2020, Bear Robotics set a new standard in robotics by empowering incredible dining experiences with Servi, a state-of-the-art restaurant service robot that alleviates repetitive work by acting as a low-cost food running and bussing solution. The ultimate goal: bridging better connections between servers and diners while building on the technology that makes it possible.
"Workforce automation, specifically RaaS applications, is not only meant to support labor shortages, but also enhance the connections between customers and servers," says Juan Higueros, Bear Robotics COO and co-founder. "Servi allows service staff to breathe easy, free from the constant back-and-forth of bussing tables, running food, and delivering drinks so that they may focus on the most important factor in food industry establishment – the customer."
Higueros says this workflow makes the jobs and lives of service staff easier and more efficient, therefore enhancing guest experiences, which ultimately brings in more tips and drives higher job satisfaction and retention rates.
At the end of the day, less back-of-the-house busy work means more front-of-the-house time with guests, and this critical face time between customers and staff might not be possible without the support of these cutting-edge technology solutions.
Implementing custom tech solutions that work for you
Hospitality technology is not a one-size-fits-all solution. Rapid advancements have introduced customizable experiences that give owners and operators more control over how and where the technology works for their business. In many ways, these advancements have made tech more approachable, manageable, and exciting for the hospitality industry.
From custom menu builds and table layouts to personalized labor management software, SpotOn tailors software for every restaurant's specific needs to ensure the technology seamlessly aligns with its goals and blends into operations.
"We say 'SpotOn works the way you work' — we consider what makes sense for your concept, then we customize your tech stack to fit your restaurant with the right software and hardware that serves your customers, employees, and your business," says Bryla.
Bear Robotics' Servi and Servi Mini robots can also be customized to fit your specific needs and floor plans. In 2023, two larger-capacity models will launch to better adapt to the needs of larger, busier restaurants and banquet halls. Higueros says Servi service robots are quick to install, easy to use, and affordable to lease (just a fraction of the cost of traditional hourly wages).
"With every business we help automate, we ensure that they are getting the absolute most from our products by implementing 24/7 monitoring and analytics and equipping them with the latest iterations of our products," he adds.
SpotOn was rated the No.1 restaurant POS in the North American market, and it was rated as the best in every category by restaurant operators — functionality, ease of use, value for money, and customer support. Their team of experts with real-world expertise in the hospitality industry does all the heavy lifting.
"SpotOn makes it easy to say 'yes' to embracing new technology," says Bryla. "Not only do we program every POS and tool to our client's specific needs, but we're also there to install it in person and train staff and managers on how to use it so that it works the way you want it to when you go live. We continue to provide 24/7/365 in-person support whenever you need us."
Hospitality technology is not a one-size-fits-all solution. Rapid advancements have introduced customizable experiences that give owners and operators more control over how and where the technology works for their business. In many ways, these advancements have made tech more approachable, manageable, and exciting for the hospitality industry.
From custom menu builds and table layouts to personalized labor management software, SpotOn tailors software for every restaurant's specific needs to ensure the technology seamlessly aligns with its goals and blends into operations.
"We say 'SpotOn works the way you work' — we consider what makes sense for your concept, then we customize your tech stack to fit your restaurant with the right software and hardware that serves your customers, employees, and your business," says Bryla.
Bear Robotics' Servi and Servi Mini robots can also be customized to fit your specific needs and floor plans. In 2023, two larger-capacity models will launch to better adapt to the needs of larger, busier restaurants and banquet halls. Higueros says Servi service robots are quick to install, easy to use, and affordable to lease (just a fraction of the cost of traditional hourly wages).
"With every business we help automate, we ensure that they are getting the absolute most from our products by implementing 24/7 monitoring and analytics and equipping them with the latest iterations of our products," he adds.
SpotOn was rated the No.1 restaurant POS in the North American market, and it was rated as the best in every category by restaurant operators — functionality, ease of use, value for money, and customer support. Their team of experts with real-world expertise in the hospitality industry does all the heavy lifting.
"SpotOn makes it easy to say 'yes' to embracing new technology," says Bryla. "Not only do we program every POS and tool to our client's specific needs, but we're also there to install it in person and train staff and managers on how to use it so that it works the way you want it to when you go live. We continue to provide 24/7/365 in-person support whenever you need us."
Embracing the tech revolution
The boom in industry technology has made believers out of most restaurateurs and hoteliers who use it, but it's not uncommon to feel like the innovation is too rapid to digest. A willingness to embrace tech and adapt to the changes it brings allows owners and operators to wield it to their full advantage.
In fact, the National Restaurant Association's State of the Industry 2022 Report shows more than 8 in 10 operators agree the use of technology in a restaurant provides a competitive advantage and that the majority of operators also plan to devote more resources to back-of-the-house technology, such as point-of-sale, inventory, or table management.
The same report also states consumers are open to more tech across restaurant operations: customer service, ordering and payments, food information, and a faster experience were most popular.
Higueros says hesitancy is expected with any new application, but technology should be embraced wherever possible — something they firmly believe at Bear Robotics.
"In your day-to-day, automation is everywhere. It's in the car you drive, in the phone or tablet you may be reading this on, in our homes, and it's essential with just about any modern job. Servi may seem a little different because it's so futuristic, but it is meant to be just as helpful as any of the technology our world has already embraced."
Bryla says SpotOn has witnessed the industry embracing technology as a tool for resilience in the last two years, using it to solve everyday problems that get in the way of the guest experience.
"Many operators have turned to technology to overcome the industry's biggest challenges, from utilizing real-time reporting and protecting profit margin from rising costs to addressing staffing shortages with smart scheduling and ordering technology."
In a world where customers expect almost every part of their lives to be enhanced by technology, the dining and lodging experience is no exception. When it comes to preserving the human element of the industry, embracing the technological revolution and future-proofing their businesses is the most significant investment to be made.
The boom in industry technology has made believers out of most restaurateurs and hoteliers who use it, but it's not uncommon to feel like the innovation is too rapid to digest. A willingness to embrace tech and adapt to the changes it brings allows owners and operators to wield it to their full advantage.
In fact, the National Restaurant Association's State of the Industry 2022 Report shows more than 8 in 10 operators agree the use of technology in a restaurant provides a competitive advantage and that the majority of operators also plan to devote more resources to back-of-the-house technology, such as point-of-sale, inventory, or table management.
The same report also states consumers are open to more tech across restaurant operations: customer service, ordering and payments, food information, and a faster experience were most popular.
Higueros says hesitancy is expected with any new application, but technology should be embraced wherever possible — something they firmly believe at Bear Robotics.
"In your day-to-day, automation is everywhere. It's in the car you drive, in the phone or tablet you may be reading this on, in our homes, and it's essential with just about any modern job. Servi may seem a little different because it's so futuristic, but it is meant to be just as helpful as any of the technology our world has already embraced."
Bryla says SpotOn has witnessed the industry embracing technology as a tool for resilience in the last two years, using it to solve everyday problems that get in the way of the guest experience.
"Many operators have turned to technology to overcome the industry's biggest challenges, from utilizing real-time reporting and protecting profit margin from rising costs to addressing staffing shortages with smart scheduling and ordering technology."
In a world where customers expect almost every part of their lives to be enhanced by technology, the dining and lodging experience is no exception. When it comes to preserving the human element of the industry, embracing the technological revolution and future-proofing their businesses is the most significant investment to be made.
