When you walk into a restaurant today, you might be greeted by a sleek touchscreen kiosk instead of a smiling employee waiting to take your order. While some may see this as technology replacing human roles, the reality is quite different. Automation—using technology to perform tasks previously done by people—is changing the way restaurants operate. But rather than making employees obsolete, it’s creating opportunities for them to step into more meaningful, higher-value roles.
Enhancing Guest Experience and Hospitality
Imagine a busy lunch rush at a popular downtown café. Before restaurant automation technology, a cashier would be stuck behind the counter, racing to punch in orders while customers grew impatient. Now, with self-service kiosks handling transactions, that same employee is greeting guests, guiding them to find seating, and offering personal recommendations.
Upselling Opportunities
With restaurant automation technology managing routine tasks, employees can step into roles that boost restaurant revenue by upselling. Picture a team member at a popular sandwich shop. He no longer spends the entire shift inputting orders and processing payments. Now, the team members engages with customers as they’re getting ready to order and recommends a new seasonal beverage or a dessert that pairs well with their meal.
This approach enhances the guest experience and drives incremental revenue. Team members can also become enthusiastic ambassadors for loyalty programs by explaining rewards and the benefits and helping people sign up.
Overseeing and Maintaining Technology
Automation doesn’t mean restaurants run themselves. Kiosks and robots may streamline tasks, but they still require human oversight. Employees play a critical role in ensuring these technologies function smoothly and are available to assist customers who may need help navigating them.
For example, a shift supervisor at a fast-casual restaurant notices an elderly couple struggling with a self-service kiosk. Instead of waiting for them to get frustrated, she quickly steps in, guides them through the process, and even shows them how to save their preferences for their next visit. Thanks to her proactive approach, the couple leave with a positive impression, proving that human touch is still invaluable in the digital dining experience.
Helping Guests Embrace Digital Transformation
Helping Guests Embrace Digital TransformationRestaurant employees are also key in helping guests adapt to new technologies. Whether it’s signing up for rewards programs, navigating mobile ordering, or accessing exclusive app-only deals, staff can ensure customers get the most from digital enhancements.
When the pizza restaurant introduced app-based ordering, many customers were hesitant to switch from traditional in-person orders. Instead of leaving them to figure it out on their own, a team member could walk guests through the app, pointing out features like customized orders and special discounts.
Workflow Enhancements
With restaurant automation technology handling basic tasks, employees can focus on improving overall restaurant efficiency. Staff can dedicate more attention to ensuring that orders are prepared accurately and quickly, enhancing quality control, and coordinating between kitchen and dining areas to maintain smooth operations.
During a Friday night rush at a family-friendly diner, automation helps reduce bottlenecks in the kitchen. Servers can focus on quality control—double-check plates before they go out, ensuring everything is accurate, and providing real-time feedback to the kitchen. The result is faster service, fewer mistakes, and happier guests.
Brand Ambassadors
Restaurants can also leverage their employees as brand ambassadors. Whether it’s highlighting locally sourced ingredients, promoting sustainability efforts, or sharing the restaurant’s history, staff members can deepen the emotional connection between customers and the brand.
Consider a farm-to-table café where employees are trained to talk about the origins of the food. The employee’s passion for the brand’s values make an impression, encouraging customers to return and even spread the word.
Professional Growth
Professional GrowthRestaurant automation technology isn’t just about making restaurants work more efficiently—it’s about opening doors for employees. With fewer repetitive tasks, restaurants can invest in cross-training, helping employees develop skills in areas like cooking, inventory management, and even leadership.
Automation creates greater opportunities for someone who starts as a cashier at a fast-food restaurant. With more free time in a shift, the manager introduces the employee to a development program that allows him to learn kitchen operations. A year later, he gets promoted to shift lead, setting him on a path toward restaurant management. This kind of growth opportunity not only retains staff but builds the next generation of leadership in the industry.
Next Steps
Regardless of the type of automation a restaurant introduces, success depends on providing employees with the right training and a clear understanding of their evolving roles. Automation isn’t about removing the human element—it’s about making restaurant work more meaningful, enjoyable, and valuable.
At Worldlink, we have extensive experience deploying kiosks and other types of restaurant automation te. If it’s time for your organization to take the next steps in its digital transformation, contact us to see how we can help.