By Mehab Qureshi
Are robots poised to revolutionise the hospitality industry, or are they merely playing a supporting role in enhancing operations? In today’s world, robots are becoming ubiquitous — from automating mundane tasks in our homes
to streamlining complex manufacturing processes.
Even in high-touch businesses like restaurants, robots are making their presence known. However, unlike the futuristic vision depicted in the Jetsons, the hospitality industry doesn’t face an imminent robot takeover. Instead, robots are being leveraged to augment hospitality operations, bring speed, precision and efficiency to manual tasks.
With labour shortages plaguing the industry, technology solutions have emerged as a crucial lifeline for businesses struggling to fill essential roles. Yet, while technology continues to advance, the concept of completely replacing human chefs in the kitchen remains elusive.
The question now arises: Can technology strike the delicate balance between convenience and the personalised experiences that form the cornerstone of customer loyalty and retention?
Tech makes it personal
Sonali Sharma of Diona, a luxury restaurant and bar in Jaipur, emphasised the importance of creating a customised experience for customers that goes beyond the convenience of technology. She believes that while technology plays a crucial role in streamlining operations, there is still a desire to provide a unique, personal touch that can only come from human interaction.
“We are working everyday to get a little closer to crafting the desired experience for our customers. It boils down to creating a smooth and easy user experience with every aspect where technology is involved. Apart from this first step, technology would be very prominent in other departments starting from the reservations and order to the kitchen, bar and ultimately, billing,” she said. Sharma is sceptical about the complete takeover by technology, as it raises concerns about the distinction between ordering from home and enjoying a dining experience at a restaurant.
Back-end gets smart makeover
Another noteworthy area of transformation lies in inventory and vendor management, according to Manvendra Shekhawat, owner, Paro, The Modern Indian Bar. “Technology is driving improvements in marketing, feedback mechanisms, and loyalty programmes. Restaurants can harness data-driven insights to create targeted promotions, promptly address customer concerns, and seamlessly integrate loyalty initiatives,” Shekhawat adds.
Ranbir Nagpal, founder of Yazu, a Pan Asian restaurant and bar in Mumbai, envisions a future where technology further revolutionises restaurant operations. Augmented reality (AR) menus and interactive dining experiences will become commonplace, allowing customers to visualise their dishes before ordering. He said that leveraging data analytics and AI will enhance marketing strategies, feedback mechanisms, and loyalty programmes, leading to personalised promotions and recommendations that improve overall customer engagement.
Many benefits of tech
A world where every restaurant seamlessly embraces technology raises questions about its impact on the quality of food, service, and customer satisfaction. “Technology in restaurants can give a boost to the taste of food in several ways. Advanced kitchen equipment, like sous vide machines and combi ovens, allows for precise temperature control and cooking techniques that result in enhanced flavours and textures. Moreover, innovative technologies like molecular gastronomy enable chefs to experiment and create unique flavour combinations and presentations that tantalise the taste buds. Additionally, data analytics can be utilised to optimise recipes, ingredient selection, and cooking methods, leading to consistently delicious and satisfying culinary experiences for customers,” noted Dhaval Udeshi, co-founder, Chrome Hospitality.
In such a world, where personalised AI-powered chatbots assist customers throughout the ordering and dining process providing tailored recommendations, the impact on customer loyalty and retention could be multifaceted. “A lot of people would say that this is a part of evolution and modernisation but we need to retain the element of human interaction when dealing with customers. While the chatbots and AI could do almost anything that a human server can, there’s still something about a recommendation that comes from a person rather than a computer,” says Sharma. “Especially in Tier 2 cities, clients like the experience of talking to people and getting special treatment because of the bond they’ve created,” she says.
SMART KITCHENS
Robots are playing a supporting role in enhancing hospitality operations
Tech has allowed restaurants to reduce operating costs
Augmented reality (AR) menus and interactive dining experiences to become commonplace
Labour shortages have made tech crucial in filling essential roles in the sector
