GRAPEVINE TEXAS —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
The panelists all acknowledged that few areas exist in foodservice that should be off-limits for technology. They cautioned, however, that prior to rollouts, companies must first assess the impact of such moves on both employees and guests. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Judson Holt, chief operating officer of Lupe Tortilla in Houston, indicated during the CEO/COO Panel with Andy Ford that successful technology deployments require operators to determine early on “how much of it [to use] and when and how to make it friendly so it works with people.” Some of the challenges tied to deploying technology today revolve around employees from “the older guard who are resistant to it,” he noted. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Mary Martin, chief information officer and vice president of operations services for Metromedia Restaurant Group in Plano, Texas, agreed that technology “is applicable to all areas of the restaurant business, [from] the guest experience, to the team experience to the owner experience.” Metromedia is parent of the Bennigan’s and Steak and Ale chains, among others. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Properly used technology “never interferes with human contact, which is so critical in our business,” said Dennis Szefel, chief administrative officer for international contract feeder Delaware North Cos. of Buffalo, N.Y. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
During a discussion of “at-the-table” ordering and payment technology, Holt volunteered, “I’m fascinated by the opportunities the system presents.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
However, he later asked: “What do you do when it doesn’t work? People still have to be there who are ready to interact with the customer.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Panelist Alan Liddle, managing editor of Nation’s Restaurant News, said kiosks permitting guests to place their own orders can increase throughput and sales during high-traffic periods, but don’t necessarily reduce labor costs. That is so, he said, because some restaurateurs assign workers to tutor new kiosk users and stand by to assist guests using the devices. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
“If there is a service problem, the guest can’t express concern to a machine,” Szefel said. “You need human contact.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Moderator Andy Ford of Noble Communications of Springfield, Mo., pointed out that “the best technology is the one that eventually disappears” or is “not noticed.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
“When my phone no longer becomes an object of desire or a thing of necessity…it has moved into a seamless integration with what is a very busy life,” Ford said of such a “disappearing” technology. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Ford told the audience made up mostly of information systems professionals that reaching a new generation of consumers will require technology designed and deployed to “quickly become part of our lives” and “fade into the great fabric of the background.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
When asked how his company determines when employees are ready for technological advancements, Szefel replied that because of Delaware North’s diverse business—which includes baseball stadiums, hotels and gaming venues—“there is no simple answer.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Martin said Metromedia considers who the employee audience is. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
“We first ask, ‘Will it go to a server or the back-office team?’” she said. “Will it be a more intuitive system…or will it take a lot of training? That’s part of the decision.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
The panelists also focused on the products and services they would like to see from their technology vendors. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Holt of Lupe Tortilla, a seven-unit, casual-dining Mexican chain, said that while “e-training [help] is a big one,” among his company’s technology needs, the nutrition labeling issue “is not going away.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
“With all the [labeling] regulations in other industries, we’re fortunate that nobody has come and knocked on our door yet saying, ‘You are going to have to do this like everybody else does,’” Holt said. “But it’s only a matter of time [until] we will need easy-to-use tools that will help small operators like myself and larger operators get the information together quickly on a regular basis and get that in front of our guests.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Szefel said that for Delaware North it was not so much a case of finding new technology, but being able to customize existing technologies. Along similar lines, NRN’s Liddle said that when he spoke to restaurant companies about what they think is missing in technology, “their mantra has been ‘integration, integration, integration.’” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Panelists also addressed their chief technology concerns. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Szefel said compliance with Payment Card Industry, or PCI, data security standards “has been uppermost in our minds over the last couple of years.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
“It’s just an enormous issue,” he said. “The fear of somebody gaining entry to your records and doing damage to [your company] and customers—that causes a great deal of worry.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Metromedia’s Martin said her concerns stem from “the conflict between fear-based needs—which exist about whether you’re PCI-compliant, about HACCP [and about] nutritional [data] posting—and the things the business wants to do to move forward.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
“How do you balance these sometimes conflicting demands?” she asked. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.
Ford: Tech can help bridge generational divide Andy Ford, chief insight officer for Noble Communications and “WaveMaster” of CultureWaves, told FS/TEC 2008 attendees that demographic evolution is significantly altering the consumer landscape and the ways in which foodservice companies should communicate with consumers. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. Ford, whose firm tracks changes in culture and reports on shifts in people’s behavior as they occur, said three generations are having more impact on social change than any others. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. “[The first] is what is referred to as the Bubble Generation,” he said. “These people are 15 to 29 years of age. They have grown up online. There is not a distinction in their lives between [online] and [offline].… Their idea of a conversation moves from real time to offline to e-mail to a phone message to a text [message], seamlessly.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. Members of the Bubble Generation, Ford added, “are more interested in an open discussion.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. “They are more interested in where to get information they haven’t had in the past,” he said. “They want to be behind the scenes. The Bubble Generation is prepared to take your brand with them where they go. They’re also cool with leaving you out.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. But while “giving them a venue may sound like a good idea, transparency is a myth,” he said. “We simply cannot not drop the walls to our information. It’s not only a bad business strategy, it’s too much information.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. The second key generation affecting social change, he said, are the Baby Boomers. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. “A large number [of them] are deciding to defer [Social Security] payment…and are going to find a second career,” Ford said. “They are going to do some things they’ve never done before. Technology will play a critical role in this.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. Ford calls the third generation “the Edge Economy.” “These [people] are not defined by age,” he said. “They are defined by passion and behavior. The best way to reach out on the [Internet] is not through Eons[.com], not through MySpace[.com], it’s through a genderless, ageless portal where information becomes a key element of connecting people across generations, across racial divides, across barriers that exist in the real world. That virtual space is a place where we can bring those people together and allow them to create some of the conversation. —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded. “When you start thinking about Edge Economy and getting Bubble Generation and Boomers together, the greatest opportunity we have to effect social change is through technology.” —Even as information systems make deeper inroads into the restaurant landscape, the human element continues to be a key driver behind how and where hardware and software are applied, executives on a panel at the 13th Annual International Foodservice Technology Exposition here concluded.