Embracing Technology

In the evolving landscape of the hospitality industry, adopting technology is crucial to remain competitive. While younger entrepreneurs may be more naturally inclined toward tech integration, business owners in the 40+ age group are approaching this digital shift with a more belated response. A lot of us were well out of school and into the workforce when Web 2 even began and in our 30’s when the iPhone was released in 2007. So understandably, our reliance on, and relationship to, the digital world is not as unanimous as subsequent generations. Nevertheless, the benefits of incorporating technology into your business regardless of your generation are undeniable. In fact, introducing ways to automate laborious tasks, extend your reach, improve your products and personalise your guests’ experience have never been easier. Below are some examples that us more technophobic types, should be integrating asap.

Technologies for Hospitality

YOU’LL BE SUPRISED HOW USER FRIENDLY INTEGRATING THESE WILL BE

• POS System
  If you haven’t done so already, one of the most useful additions you can make is a good Point of Sale system. Sitting like a mothership to many of the integrations listed below, a reliable POS system is like having a trusty digital companion in the business. It can automate processes, keep data organised and accessible, provide useful reports and even facilitate direct marketing to your guests. It will totally transform the way information flows throughout the business.

• Contactless Payment
  An increasingly expected option by diners, these simple solutions can integrate with your POS and provide extra security, convenience and speed of transaction time. Guests can use this technology to make payments with their smartphones or wearables. 

• Contactless Ordering
  I think this one needs to be very case specific. There are going to be instances where I 100% endorse the use of QR code technologies and apps which facilitate customers ordering by themselves. The flipside of this however, is that it eliminates the human element from the process which, besides being one of the things we go out for (interaction), it means revenue can suffer. A well-trained server will outperform an app in sales every single time. The ‘compelling data’ these contactless ordering companies push would suggest otherwise, but as I discuss in another blogpost, don’t believe the hype.

• Going Paperless
  Cut the clutter! The more we can provide digital solutions to things like receipts, order sheets and other simple procedures that are massively wasteful of paper the better. Half the time people don’t use, keep or care about the receipts and paper trail we give them anyway.

• Moving to the Cloud
  Unifying systems that different departments use into one centralised cloud-based version has numerous benefits. It can streamline ordering, stock control, document storage and retrieval, payments, analytics, and reporting. If you haven’t embraced this concept yet, you’ll be amazed how much time and energy it can save you.

• Database Management
  Creating a database allows you to keep track of your customers and any other information you choose - for instance birthdays, dietaries, spending habits or likes/dislikes . With multiple ways that you can store and view this information it can be a powerful data set for things like targeted EDM blasts, personalised invitations, event information for repeat clients, tailoring offers and promotions or shaping business development strategies by analysing menu item performance, busy/quiet trade periods etc. It operates very similarly but is not quite the same as CRM software.

• CRM Software
  Customer Relationship Management software is a super-useful addition to your database and marketing strategy. Consider it like a centralised hub that all your other data systems plug into. It can store customer (and even prospective customer) information, order history and personal details for customers, identify sales opportunities, delivers insights, and help create and run complex marketing funnels and strategies. With the increasing emphasis on personalisation being a necessary element of good marketing, CRM software becomes a powerful, almost necessary addition to a well-run business.

• Booking Systems
  Modern reservations software allows you to take much more control over the booking process. It will also connect to and provide essential data for your CRM software. You’ll be able to instantly limit or open up online availability, confirm reservations, take booking deposits, use push notifications to personalise your service, access customer profiles and order histories, use it for direct marketing, and virtually manage the dining room tables from the host desk. As romantic as a bookings diary is, it pales in comparison to the power of good software.

• Robot Waitrons Delivering Products to Tables
  Hmmm, maybe not yet. Let's keep the human touch alive in hospitality; the robots can wait their turn.

• Rostering and Payroll Software
  A few major players in this space offer very capable software. Good versions will allow you to create costed rosters as well as store historical rosters, create forecasted rosters, record time in attendance and organise pay runs, tax payments, filings and reports.

• Accounting Software
  Some accounting software can either perform or integrate with rostering and payroll tasks too, so make sure you thoroughly investigate your options. Industry stalwarts like MYOB and XERO have been around for long enough that although they rate a quick mention here, you’re possibly already using them.

• Delivery and Takeaway Apps
  If your business model includes off-prem food, then using these services comes with some software (and devices) that you’ll need to integrate into your ordering workflow. They’ll also provide you with some valuable data on how that side of the business is tracking.

• Smart Security Systems
  Current options far supersede the clunky old things many venues still use. These days there are more advanced technologies such as motion sensors, video surveillance, and virtual access control. With full colour HD resolution and excellent night vision, you should have a few of these discrete little units tucked away to cover all the entrance/exits, main service areas and all the POS/tills.

See you in the next one!

Into.Site

Happy Hour

WELCOME TO HAPPY HOUR

A chance to pour a glass and unwind with some rants about stuff you’re probably thinking about too.

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