Robot waiter? I want a server with a soul

It’s all very well talking about the ‘Robot Revolution’ in our kitchens, but are we saving money or losing our soul?

Let’s face it, anyone who works in a UK F&B sector knows all about the ongoing staffing crisis and ever-increasing wages. And talk of AI, automation, and robotic systems as the Holy Grail for everything from inventory to cooking is everywhere.

I am a man of tradition, it’s true. But even I have to admit that embracing tech is no longer optional. My point is it’s all about where to draw the line.

A robot can pour a pint or flip a burger, but it can’t tell a customer a good joke (or a bad one for that matter) or recommend a wine based on their mood (a crisp white Chablis when they need to feel energised, a calming Valpolicella when they are craving a bit of TLC)?

I can see how automation for the back-of-house — like intelligent stock-taking or payroll — can work. If you have a server running back to the kitchen to hand over a scribbled ticket, or a manager spending Sunday afternoon counting tins of peeled tomatoes, you’re losing money.

Likewise, an automated recipe and costing tool as part of your inventory system will calculate the live profit margin on every dish based on your current supplier prices so it takes the guesswork out of menu pricing and engineering every time the price of flour or wine goes up.

You can also eliminate manual punch-card data entry, resolve all time disputes instantly, and automate the transfer of working hours to your payroll software using a mobile-friendly POS that allows staff to clock in and out digitally.

But automation that replaces the front-of-house human interaction is a terrible move. The soul of hospitality is in the people, not the processors.

Don’t trade a great staff member for a touch-screen kiosk (part of the reason I hate shopping at Sainsbury’s) or a sommelier who waxes lyrical about Pinot Noir for a wine vending machine. And don’t get me started on Enomatic wine dispensers…

Here’s my takeaway. Use tech to get the admin out of the way. And let your humans be hospitable. As for an Enomatic? I’d rather have an enema.

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