Human-centered technology for restaurants has become the backbone of the hospitality industry. From mobile apps and kiosks to scheduling and kitchen automation, there has never been a greater number of tools designed to streamline operations. Yet at FSTEC this year, we saw a clear theme emerge. No matter how fast technology evolves, restaurants are still in the business of people serving people. The human connection is what makes dining memorable, and technology should compliment that, not compete with it.
This lesson is especially important for IT leaders. Every system that gets rolled out—whether a POS upgrade, a self-service kiosk, or an AI agent at the drive-thru—directly affects how guests and staff connect. Done well, technology becomes invisible, empowering employees to deliver better service. Done poorly, it can stand in the way of true hospitality.
Generations Expect Different Things
One of the most engaging sessions at FSTEC brought together leaders from Habit Burger & Grill, Lettuce Entertain You, Jollibee Group North America, and Main Squeeze Juice Co. The conversation quickly turned to the challenge of serving multiple generations of guests.
Younger guests may prefer to order through an app and minimize interaction, while older generations often want to be greeted and guided through their options. One executive pointed out that a friendly host can play a critical role—standing near the kiosks to help those who feel uncertain and to make sure guests start their experience with a smile. That small gesture can mean the difference between frustration and loyalty.
For IT leaders, the message is clear. Technology cannot be designed only for digital natives. Systems should be flexible enough to work for everyone, and restaurant teams need to be trained to understand how to bridge the gaps.
Freeing Staff from Mundane Tasks
Another recurring theme was the idea of using technology to take repetitive tasks off employees’ plates. When ordering, payment, and basic fulfillment are automated, staff gain more time to focus on service.
This balance is not about reducing headcount. It is about redeploying energy. When you look for a solution, start with the problem. Consider a busy lunch rush. If a team member spends the entire time keying in orders, they miss the chance to walk the floor, check on guests, and make sure third-party delivery orders are accurate. By shifting order entry to kiosks or apps, restaurants free up staff to provide what machines cannot: empathy, attentiveness, and problem-solving in real time.
Five Guys Enterprises CIO Zerrick Pearson added, “You can have both innovation and hospitality; it isn’t a zero-sum game”.
Stories That Illustrate the Point
Think about the last time you visited a restaurant that felt cold or transactional. Maybe you had to navigate an unfamiliar kiosk with no assistance nearby. Or maybe your mobile order was missing an item, and no one seemed empowered to help. The technology worked as designed, but the experience fell short.
Now consider the opposite. You walk into a quick service restaurant where kiosks handle the basics, but a smiling employee is on hand to answer questions. Your food arrives exactly as ordered, and when you need extra sauce, someone checks in proactively. The difference is not the technology itself—it is how the technology was deployed to support human interaction rather than replace it.
Retail Touch Points recently highlighted this same trend across retail stores. Customers consistently value experiences where digital convenience is paired with a human touch. Restaurants face the same reality. Guests want speed and efficiency, but they also want to feel cared for.
Why IT Leaders Play a Central Role
It may seem that hospitality is the responsibility of operations or training, but IT leaders also have some influence. The tools chosen, the way they are integrated, and the support provided for adoption all shape the guest experience.
For example, when a new POS system is introduced, staff must not only learn how to use it quickly but also feel confident that it will not fail during peak hours. If the system is unreliable, employees may become anxious and less able to engage with guests. Conversely, when the technology is stable and intuitive, staff can focus on connecting rather than troubleshooting.
Similarly, when deploying mobile apps or loyalty programs, IT teams have to consider the guest journey. Do the digital touchpoints deliver and reflect brand values? Or do they feel like generic transactions that strip away personality? These are legitimate questions. They affect how guests perceive the brand and whether they return.
Practical Guidance for IT Teams
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- Prioritize training and adoption
A smooth rollout is not just about installation. It is about how comfortable employees feel using the tools. Invest in training that emphasizes both technical skills and the human side of service. - Design for augmentation, not replacement
Technology should simplify friction points but not eliminate opportunities for staff to connect with guests. A kiosk can handle order entry, but a host or floor manager should still be visible to welcome guests and answer questions. - Plan for multigenerational use
Younger customers may gravitate toward mobile-first experiences, while others may need more guidance. Build systems that can flex for both. - Measure both efficiency and experience
Metrics should include not only speed and cost savings but also guest satisfaction and staff engagement. A system that cuts labor hours but frustrates guests is not a true success. - Think about continuity across channels
Whether a guest orders through an app, a kiosk, or face-to-face, the experience should feel seamless. IT leaders are the ones who ensure systems “talk” to each other in the background.
- Prioritize training and adoption
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The Bigger Picture
The Bigger PictureWhat came through at FSTEC is that restaurants cannot afford to treat hospitality and technology as opposing forces. Guests of every generation expect memorable experiences, and those experiences often depend on how invisible and supportive the technology feels.
The path forward is not to slow down innovation but to give it a human face. Technology should enable staff to greet, guide, and connect with guests more meaningfully. It should empower teams to deliver what Will Guidera called “unreasonable hospitality”—the kind of service that sticks with guests long after the meal is over.
Next Steps
Restaurants have always been about more than food. They are places of connection, where people gather for moments big and small. As human-centered technology for restaurants continues to evolve, IT leaders have a critical role to play in making sure that connection is preserved.
The challenge is not choosing between efficiency and hospitality. It is building systems that deliver both. When technology supports staff, empowers guests, and allows genuine interactions to shine through, restaurants achieve what they have always been about: people serving people.
At Worldlink, we strive to ensure we’re using technology where it’s best served and encourage our team members to make human connections. If you’re working at scaling your technology deployments, contact us now to see how we can help.