Ask anyone to list two ingredients necessary in the successful operation of a restaurant business, and invariably they’ll respond with great food and service. Few would list equipment as an ingredient to success. Yet, while equipment may not be viewed as sexy as food or service, its importance cannot be under-estimated (see stories starting on p.24). After all, without the right equipment and technology at play, success in the über competitive foodservice industry wouldn’t be possible, especially, these days, with the spectre of Artificial Intelligence looming large.
Certainly, technology is now an integral part of our daily lives. It’s revolutionized various sectors and it’s transforming the way we live, work, and connect with each other. And, while skeptics would argue that technology has its drawbacks, we’ve come to realize that its benefits far outweigh any potential downsides — as long as we continue to harness its potential while providing an exceptional experience for customers. Consumers may fear the omnipotent threat of AI, worrying that it will cause the erosion of jobs and pose a pervasive threat to the world as we know it, but the reality proves otherwise. “The robots are coming,” is often a rallying cry to keep technology at bay, serving to fuel fear in all of us. But we need to allay this fear and recognize the incredible power that comes from greater use of technology. Invariably, it will open the door to a reduction and/or elimination of mundane tasks, in the process, creating better service. It also allows us to think creatively about the whole concept of work and to work smarter and more efficiently.
Clearly, the tentacles of technology are being felt in all sectors of the economy. As an example, the pandemic accelerated the use of technology in the restaurant space to allow for online ordering, online reservation systems and mobile apps, just to name just a few. On the education front, tech has helped transform the landscape by opening up a world of knowledge and opportunities for students of all ages, making institutions more accessible, flexible, and personalized.
It’s important to look at the subject through an objective lens. Think about what can be accomplished when you’re able to reduce the time you normally spend on repetitive tasks or about how your job might become more impactful and enjoyable, thereby allowing you to be a better leader or employee. Think about how technology and AI can transform the way we access information, and even engage with the world at large. The benefits are varied and impactful.
Still, despite the perceived benefits, it’s natural to fear what we don’t fully understand. The biggest caveat we can hope for is that those with the power to effect change on the technology front will use it as a tool for positive change, and not as a way to wreak havoc. Most of all, we need to remember, that in a people-forward business such as the foodservice and hospitality industry, while we can tap into the power of tech, we can never under-estimate the importance that the human touch plays in creating a better, more sustainable industry.
