Next generation design
As delivery, pickup and fully off-premise dining options become more popular, many restaurant chains are rethinking and redesigning store layouts to improve efficiency, not only for guests but for employees as well.
These redesigns include double lanes for rapid pickup and drive-thru, self-service ordering kiosks, larger and digitally-enabled back-end kitchens, as well as fully “dark” restaurants or ghost kitchens that only service off-premise orders.
This area of investment can drastically improve day-to-day employee experience through small efficiencies in employee movement and operations that add up to a big impact.
Three technology investment approaches to improve employee experience
While every quick service restaurant chain has unique priorities this year, there are three approaches to trending technology investments that can meaningfully reduce employee turnover, improve employee experience and improve customer experience simultaneously.
1. Employee-driven automation use cases
Often, technology investments are led by customer needs, while employee needs are left as a second-choice consideration. Yet, customers across regions also feel the brunt of employee shortages through slower service, occasional closures, or inefficient operations.
AI can automate and simplify many of the manual tasks that employees normally do. This means more time for the crew to focus on providing excellent customer service. By focusing on very specific use cases to support tasks that employees consider burdensome, back-end operations technology and AI ordering software can change the focus of employee work from intensive and repetitive labor to stellar customer interactions and quality assessment. Small, employee-led digital innovations can improve customer experience just as much as customer-led digital innovation.
2. Simple and scalable technology solutions
The key to sustainable digital transformation is scalable solutions. Often, these solutions may not be cutting edge, but instead long overdue. For restaurant chains looking to build a digital foundation, the first step is modernizing POS systems, omnichannel digital touchpoints including apps, .com and menu boards, and back-end operations.
“Employees struggling to cover staff shortages while working with outdated technology won’t appreciate flashy new robots,” says Asaki. “Begin with the basics.”
3. Employee change management
New technology without change management will oftentimes make the employee experience harder. Positioning technology in a way that enables employees to do their jobs more efficiently and with a sense of purpose is mandatory to a successful deployment. Employees must feel that technology is a tool provided to them by employers to help them deliver better customer service.
Restaurants that showcase new technology to support employees will see higher employee retention rates and more applicants.
Strategic messaging around why technology is being implemented should be embedded in training programs. Similarly, arming employees with easy opportunities to provide feedback and ask questions will help them adopt new technology faster and quickly address implementation issues.
As food and dining brands invest in the latest technology trends, the players that prioritize technology that improves the employee experience will see the best long-term ROI and a significant reduction in restaurant employee turnover.