Wait staff replaced by digital tools in restaurants? "No generalizations, service is part of the added value"

IN THE PRESS - The newspaper Le Soir analyzes the phenomenon of digitalization in the hospitality industry, examining the benefits for entrepreneurs and the risks of dehumanizing the customer experience or jeopardizing employment, with contributions from Gondola Foodservice.

© IKEA BELGIUM

Will Belgian restaurant customers have to place their own orders in the kitchen tomorrow ? This is the question and its implications explored by Le Soir . Starting with the small revolution of self-service kiosks at the Ikea restaurant in Awans (Liège), the newspaper seeks to determine whether this digital trend is destined to spread beyond fast-food chains. For this analysis, Amaury Marescaux, CEO of Gondola Foodservice, shared his observations:

• Slow adoption in Belgium: "Here, there is still enormous potential for the penetration of these technologies, particularly in chip shops, sandwich shops, pizzerias, but also in institutional canteens and new-generation cafes."

• Advantage in addressing labor cost challenges: "Previously, staff represented 30% of an establishment's revenue. Now it's between 35 and 40%."

• Benefits for consumers: "Fewer queues and fewer order mistakes also benefit customers. Furthermore, you are no longer disturbed by staff during your conversations with your fellow diners, which is especially appreciated in bars that host social events."

• Standardization: "Generalizations are impossible. In some establishments, table service, with advice on dishes and wine, is part of the experience and added value. It is extremely important and will remain so."