Accelerate Restaurant Technology Podcast

This week’s episode is about the inevitable adoption of certain technology - where resistance is futile. Mandates, whether it be from the government or operators themselves, are pushing technology in a certain direction and making it so there is almost no way to resist.

Join Host Rob Grimes this week as he talks about the specific technologies that are being pushed and adopted despite the oppositions, concerns and roadblocks that may exist.

Electrification is a good example of a trend that many jurisdictions are passing regulations to push forward. Rob references that going forward, new commercial kitchens in having to be electric and can no longer use gas to cook with.

AI is another example of a technology and innovation that use and acceptance is inevitable for other reasons. Businesses see the ability to use AI coupled with robotics to supplement labor and save money. Historical events also cause change - COVID saw the rise of online delivery, its acceptance, and now being an expected service within all areas of hospitality and retail, because there were limited other options available during this challenging period.

For better or worse, the evolution of technology we’ve witnessed throughout history is as inevitable as change itself. If you want to hear about the areas of inevitable technology and the reason for these changes, tune in to this episode of Accelerate.

The role of technology in training and development across the hospitality industry has evolved dramatically, especially over the last 5 years.

In this episode of Accelerate, host Rob is joined by Felicia White, President-Elect for the Council Hotel Restaurant and Trainers (CHART), and Monique Donahue, Director of Commercial Learning for Hilton, and prior president of CHART. CHART is an association that provides training and resources for both hotel and restaurant operators. Serving industries providing hospitality and service, many with responsibility of training in their organizations come from operations without a formal background in training or human resources.

Discussing the evolution of training, Virtual Reality, Artificial Intelligence, and Machine Assisted Translation are areas that have seen the significant growth within the space. The trio discuss how their teams interact and learn using augmented reality and gamification tools in virtual environments to learn their jobs and understand their corporate culture and brand differentiation.

As much as the approach to learning and development has changed, Felicia & Monique mention it’s not about replacing people but making their work more impactful and efficient. “Despite the machine assistance, there is always going to be a localization, a human set of eyes that’s reviewing” says Monique.

Over the past week, Accelerate host Rob Grimes attended 3 different industry events across 3 industries and segments - food and beverage, hospitality, and retail. Starting at CrEATe in Palm Springs, to NACS trade show in Atlanta, and then a presentation on food and beverage technology at the ‘On the Road’ series for the AHLA and IHLA in Chicago.

Attending events by these various verticals in such a short timespan reminds Rob that although our approach to technology may differ, there are universal truths that all these industries share. We share similar challenges, and thus should be able to share solutions (in the form of tech).

“Technology exists to bridge the gap as different industries work together in partnership, with shared operations” mentions Rob. Despite this, it’s ingrained in us to only use technologies that traditionally serve our own specific industry verticals and niches.

Rob then discusses the events he attended, by sharing the specific topics of conversation which were top of mind at each industry segment.

If you want to learn where the focus is for the various industry segments, and where there is major crossover potential, both in partnerships and integrated technology, check out this episode of Accelerate.

One of the most challenging things in the ‘food and beverage technology’ umbrella is the different terminology we use to define tech and the different segments within our industry.

How do you define SMB vs. Enterprise? Casual vs. Full Service? What are the functions, features and applications within back-office technologies? As you seek or sell technology, understanding these definitions is key to making choices.

Accelerate host Rob Grimes says emerging technology creates further complexity. “Operations Technology, Infrastructure, Food Technology, Equipment Technology, and Experiential Technology are 5 major areas to focus on when considering the future.”

If you want to hear Rob’s breakdown of some of these terms within the industry and find out what questions to ask when talking about technology, tune in to this episode of Accelerate.

Host Rob Grimes continues his review of FSTEC 2023 and compares notes with Tim Tang, Director of Enterprise Solutions at Hughes. Tim has also been going to FSTEC for over 10 years as a tech analyst that covers foodservice and many other related industries across retail, c-store, and hospitality where he and Rob keep running into each other.

Speaking to broad observations of the industry as seen at FSTEC, Tim says “The current environment post covid - high inflation, labor challenges, new regulatory pressures and the like have really created a context where the restaurant industry needs all the help it can get - and with technology that’s the opportunity.” It’s an exciting time for the industry.

Rob and Tim talk about the biggest noticeable changes for the industry from their first attendance to now. They note that while sales may be up, profitability as an industry has come down & while there are new opportunities few are taking advantage of them. They also discuss why it’s important to have your finger on the pulse of both the restaurant and hospitality industries when you’re attending these events.

If you didn't attend FSTEC and want to hear insights from this year’s show or want to hear their thoughts on how to take advantage of the new tech offerings, then this episode of Accelerate is for you.

Founded in 1996 in Dallas, where the conference was held this year, FSTEC was founded by Accelerate host Rob Grimes with the support of 5 suppliers at the time - PAR, NCR, Micros (Oracle) ReMACS, and IBM. Fast forward to present day, and Rob reflects on his recent attendance of the conference from September 15-17th.

So what were the major subjects and themes this year? Artificial Intelligence could not be avoided, but the underlying conversations really surrounded the ability to do more with data and AI. Generation gaps was also a buzz topic, about how different demographics are using technology and being able to speak to all of them.

There’s also the idea that nuanced technologies in the marketplace will eventually be able to engage cross-industry. Rob notes “I’ve gone to many shows where the coffee, pizza, beverage and equipment areas, are separate from the restaurant section, and we find technology in each. I think moving forward we’ll see more technology that will cut across the board”

If you want to hear about more the macro and micro conversations that took place at FSTEC, and what the role of the technologist is moving forward, you won’t want to miss this episode of Accelerate.

Having grown up in the restaurant tech industry together, longtime friends Alan Hayman, Paul Armstrong, and Kelly MacPherson and Accelerate host Rob Grimes reflect on what they’ve seen over the last 40 years (they started in Elementary School). From their individual experiences, they discuss their perspectives on what’s happening now, and where they think things are headed for tech within the restaurant industries.

In this candid chat, they begin by agreeing that the omnichannel approach operators must keep up with has made it even more complicated for independents to run their business. On the flip side, operators also don’t have to settle with technology either now that there are more choices.

The group touches on technologies like dynamic pricing and handheld devices that existed long before they were implemented and became popular for restaurants. Even AI, the hot topic of today, is like the rules-based systems that appeared 20+ years ago. And what about the “non-resettable grand total?”

If you want to hear how tech has impacted and changed within operations over the years, and which innovations may take the lead looking forward - listen to this episode of Accelerate.

New innovation across the board within the food and beverage industry often occurs within the entrepreneurial Independent and small-to-medium business (SMB) growth space. These businesses are operating with less resources, and business owners often have to make agile decisions on things they may not 100% understand, sometimes even building their own solutions.

Join host Rob Grimes as he dives into his experience working with the independent operators as they consider their investment in technology. First, he expresses a common misconception around the technology environment, that what works for one restaurant or business that is similar to yours, will work for you.

“No two operations are 100% alike. If you’re a pizza restaurant, you aren’t going to operate like every other one. So while it is good to know what they use and recommend, simply comparing yourself to them may not get you the solutions that work for you. Without knowing their TechStack holistically, you won’t know what other systems they’re using outside of the POS. For instance, what applications are in the back office, what do they use for payroll, time & attendance, and food costing? And then, what are they (and you) doing manually through spreadsheets that could be automated?.”

If you’re considering how to upgrade, grow, and enhance your service and offerings through new technology as an independent or SMB, Rob gives his tips to lessen your risk, find what you need, be able to grow and of course provide the best ROI to your operations. Involve the entrepreneur, always think holistically, and understand the full scope of your current operations.

To start the process of developing and implementing a tech strategy & roadmap for your business, listen to this episode of Accelerate.

Limited resources, support, and a lack of digital presence are a few things black-owned restaurants, in particular, struggle with. EatOkra - an community that directly connects consumers with Black-owned restaurants - is here to change that.

Host Rob Grimes is joined by EatOkra Co-Founder Anthony Edwards Jr., and Head of Sales Andre Ferguson. They discuss the inception of EatOkra, including challenges Anthony witnessed his parents facing while operating an events and catering company. Combining an application development background, with a passion for foodservice, Anthony and his co-founder and wife Janique, brought together a team with a wealth of industry experience such as Andre’s who previously worked with UberEATS and Cloud Kitchens.

EatOkra uses technology to empower black food communities through exposure, celebration, and access to developmental resources. They recently celebrated over half a million users and over 9,500 listings.

When it comes to observations about why black restaurants are slower in adopting technology into their restaurants, Anthony notes there is skepticism when it comes to corporate technology. “It’s in the messenger. A lot of companies are sending people that don’t look like them into their communities to sell a product to them.”

If you want to learn more about EatOkra’s mission, the rise of the black restaurant community, and partnership between EatOkra and IFBTA - listen to this episode of Accelerate.

Technology, much like fashion, sometimes follows a lifecycle where trends go from hot to not, and then back to hot again.

Host Rob Grimes attended RetailNow 2023 where there was a replica of the first ever cash register built by Dayton Saloon Owner James Ritty in 1879. James sold to the National Cash Register Company and the rest is history… The cash register exhibit and timeline at the show also inspired a train of thought about this cycle of technology, and why trends appear or even reappear later. QR codes and Kiosks, for example are great examples of technologies that existed in the hospitality industries prior to COVID, but only afterwards became more mainstream and accepted within operations. Why is that?

Well, there are a lot of reason for this, Rob explains. “A lot of times while the technology exists, the infrastructure to introduce it does not.” He compares the U.S. market to Japan and why the latter was able to introduce handheld devices to their restaurant market right away, while the US market was 20 years later. Cost, regulations, and consumer adoption are also deterrents to adopting technology immediately.

A lot of times, big events which trigger the need to adopt certain technology - 9/11 caused the desire for security and like COVID for many of the technological adoptions in the restaurant industry, with alcohol delivery and the need to be remote. Other industries also influence the consumer’s desire to have access to certain technology within the hospitality verticals.

If you want to hear more about the cycle of technology, tips to stay ahead of the curve, and even where Rob predicts where AI and ChatGPT will fit within this cycle - listen to this episode of Accelerate.