Restaurant Masterminds Podcast

As operators, the opportunities that new technology is bringing to the hospitality industry is abundant. Since technology enables every part of an operation, it allows operators to focus on their role without becoming technologists themselves.

This week, Rob discusses many of the new opportunities that are available to operators. He calls out the growth and demand of fresh food. Customers increasingly desiring access to food that is cooked and delivered efficiently. Vending, an area that allows 24 hours of operations, is old, but new trend that operators can capitalize on as a way to expand their brand.

Rob also shares some of the new technologies that will allow operators to access to some of these opportunities. A critical piece is self-service technologies. Engaging people on mobile technology which they constantly carry around with them and use for purchasing is key for the future. We can also look at robotics as another pivotal technology, as it gives the potential ability to cook food on demand within unattended or limited service operations, delivering ultimate freshness.

Simply put, If you want to hear about many of the new and growing opportunities in the hospitality industry and which technologies will allow you to take advantage of them, check out this episode of Accelerate.

In this episode, Accelerate Host Rob Grimes has an insightful conversation with Jim Knight about the hospitality industry, focusing on the intersection of culture, technology, and customer service.

They examine how new technologies like online ordering and handheld devices can improve operations but also potentially hinder the guest experience and company culture if not implemented thoughtfully. Jim draws on his extensive background in hospitality training, and his roots as a rock musician and middle school teacher, to provide perspectives on maintaining high service standards and connections with guests in an increasingly tech-driven world. They explore ideas like customized tech training for different generations of staff, making devices visually familiar, and using tech to enable employees to focus more on customer relationships.

Overall, a thought-provoking dialogue about adapting hospitality's people-first mentality to the digital age makes this a must-listen episode of Accelerate.

Accelerate Host Rob Grimes provides his perspective on how technology and generational differences converge, shaping the future of the hospitality industry. In today's diverse landscape, six distinct generations both serve and are served, each bringing its unique tech prowess and preferences. Harnessing the 5 C's of change - creativity, communication, collaboration, critical thinking, and compassion - we explore how these principles drive innovation, from reimagined dress codes to groundbreaking communication tools.

But with innovation comes responsibility: as patrons eagerly trade personal data for tailored services or cost savings, we delve deep into the balancing act between convenience and privacy. Join this episode of Accelerate and be part of the conversation in decoding the intricate dance of generations and technology and discover how they're redefining hospitality in the 21st century.

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.

Whether it’s the commonality of labor and training across all industries that interest you, or wanting to know how specific training technology is making the hospitality more efficient, check out this episode of Accelerate.

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.