NCR Reveals Hospitality Trends and Forecasts for 2022 | Modern restaurant management


Restaurateurs once again find themselves refocusing their priorities and changing their plans for 2022. Here are some trends that NCR is watching as we approach 2022.

Tackle the labor shortage with hiring incentives

As sales tend to increase, the National Association of Restaurateurs reports that three in four operators say recruiting and retention is their most difficult challenge.

In August, the restaurant industry lost more than 40,000 jobs. Without enough workers, restaurants have reduced their hours of operation and increasingly rely on overworked staff in the face of increased food demand.

According to Black Box Intelligence and Snagajob, full-service restaurants are feeling the pinch, reporting about six fewer employees in the back of the house and three fewer in the front. Quick service restaurants are also feeling the pressure – big chains like Chick-fil-A and Mcdonalds had to close dining rooms due to understaffing. Chick-fil-A even reported disabling curbside controls in some places to reduce pressure on their workers.

Many restaurants blamed unemployment benefits for the labor shortage. However, even though these benefits have dried up, workers still have not returned to work. It is not unemployment benefits that make employees think: it is an underappreciation.

That’s why next year, operators will offer more benefits like hiring incentives, higher hourly wages, health insurance, paid time off, Access to Earned Wage (EWA) and more. to not only hire fresh workers, but also retain the best talent. Restaurants can ease the impact of the workforce shortage in 2022 by doubling retention, shaking up the traditional business model, and leveraging technology to increase efficiency and streamline the dining experience.

Leverage technology to increase operational efficiency

Operators will turn to technology to compensate for labor shortages and free up staff to improve the dining experience. Restaurants juggle multiple operations simultaneously on any given day, from tracking sales to planning logistics and optimizing the customer experience. Restaurants understand that they need to streamline standard tasks by improving operational efficiency, making it easier to manage the restaurant from start to finish.

Next year, operators will continue to rely on technologies such as ordering and payment options at the table, mobile control and curbside operations to increase efficiency and reduce the number of workers required.

They will also look to the data for more accurate forecasts to improve restaurant operations over time. Things like custom tags and cost reports can create detailed and valuable forecasts. Accurate forecasting helps drive “smart” catering operations, such as using daily sales to make inventory decisions for a smart order or pick. Forecasts can also help inform employee schedules that optimize your labor spending.

Restaurants are in a constant phase of improving their processes through automation, which has led to an omnichannel approach to serving customers. The key to achieving an omnichannel strategy depends heavily on IoT solutions; connected and intelligent technology to deploy systems such as self-service ordering terminals, interactive menu boards, automated drive-thru kiosks and delivery systems.

In the coming year, it will be important for restaurants to have a interoperable point of sale platform which integrates everything, allows dynamic adjustments and operates at optimum efficiency.

Improve CX with Accelerated Contactless Adoption

A simple facial expression can enhance the customer experience. Research has long suggested smiling service strengthens the relationship between restaurant and customer, increasing tips and loyalty. But over the past year, with strict restrictions on meals and the smiling faces of employees veiled in masks, restaurants have relied on contactless catering solutions to keep orders coming in.

Service with a smile is not a thing of the past. When combined with contactless technology, it improves the dining experience for restaurants and their customers. Contactless ordering and payment ensures security, speed and accuracy, allowing servers to focus on adding that personal touch when serving customers – while contributing to a healthier bottom line for businesses.

Brands like Starbuck Predicts Contactless Consumer Behavior Will Stay Beyond Pandemic, and the company continues to talk about its investments in new store formats (i.e. pickup, delivery, drive-thru, ghost kitchens).

With 38% of consumers noting that they will order take out instead of dining out and 28% will order delivery instead of dining out, contactless options are sure to be here to stay in 2022.

Use data and AI to reach and reach your customers

Hold the pickles but double the mayonnaise. Gluten-free buns, please. Supersize – every time. We have entered an era where personalization is essential. As a result, quick-service, casual restaurants are increasingly leveraging data and automation to give their customers what they want before an order leaves their mouths – or their brand’s app. .

According to Technical jury, the data analytics market is expected to reach $ 103 billion by 2021. Additionally, 97.2% of organizations are investing in data and AI, including restaurants. Personalization is a key ingredient in delivering a complete customer experience, capturing valuable data and enabling brands to reach customers through multiple touchpoints that create the customer journey: drive-thru, menu, branded apps, kiosks and loyalty programs.

Burger King, for example, has installed digital menu boards using Deep Flame technology to suggest foods popular in a certain region and use the outside temperature to deliver steaming hot coffee if it’s cold or a refreshing glass of iced tea when the weather is hot. Competitor McDonald’s acquired AI company Dynamic Yield with the aim of to stimulate sales through personalized digital promotions for customers, including recommending food choices based on weather, time of day and geographic trends.

Personalization has even been considered the holy grail of restaurants, especially since customer retention can help increase sales. Invest even more in technology tools that deliver personalized dining experiences and drive sales.

Let’s not be too personal

What consumers find scary or cool about personalization has changed dramatically. Twenty years ago, it would have been strange if the drive-thru clerk knew your name and you liked extra crispy fries before you approached the window. It’s now commonplace, thanks to restaurant loyalty programs and smart technology. In today’s world, consumers expect this level of personalization – 90% find personalization appealing. However, there is a fine line.

With a culture of data sharing and pressure to personalize to stay competitive, restaurants next year will make more intentional efforts not to cross the scary line. Understanding what consumers expect and the products they like will be essential, but it will also be important to avoid any invasive practices.

For example, the data lets you know that a customer – let’s call her Mary – regularly buys a strawberry sundae with whipped cream and extra nuts. This data also gives the restaurant the option to greet her in the drive-thru with a “Great to see you again Mary.” Can I have you serve your usual sundae? She will appreciate that the brand knows what she likes and will remember it. But what she won’t appreciate is if you generate recommendations based on her personally identifiable information like her address, neighborhood, or personal life.


About Imogene T. Bishop

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