Finding efficiencies through back-of-house tech and automation

Please note, this article was originally published in MCA.

While the broader tech world is chasing the next big AI trend, many restaurants, hotels, and hospitality operators are still struggling to implement basic digital solutions that have been available for years.

Instead of jumping on the AI hype train, the real question is: How can hospitality businesses use simple, tested, and scalable technologies to drive efficiency and reduce operational costs?

The answer lies in proven software solutions that enhance resilience, scalability, and quality while cutting down costs and inefficiencies.

Building a resilient hospitality business with an Integrated system

In both hospitality and IT, resilience is a key metric for success. A business is only as resilient as its weakest link, and manual, disconnected processes can quickly lead to bottlenecks, inefficiencies, and costly errors.

To truly achieve resilience, hospitality operators must move towards a fully integrated, omnichannel operating system that connects all core business functions. A good system should:

• Monitor all key processes in real-time.
• Automatically back up critical operations in case of failures.
• Provide centralised control over multiple locations and teams.
• Provide analytical data over processes and customer activity.

Instead of relying on fragmented solutions (a POS here, an inventory tracker there, and handwritten logs everywhere), hospitality businesses need a single source of truth for all operations.

For example, if your system can detect an issue in order processing, it should trigger a backup workflow or send an alert to prevent delays, before the problem escalates into customer complaints or lost revenue.

The power of automation: scaling with stability

Automation is not just for big restaurant chains, even small operators can benefit massively from integrating smart automation into their workflows.

Where automation makes the biggest impact in hospitality:

• Kitchen Display Systems (KDS) – Reducing order errors and ensuring seamless communication between front and back of house.
• POS & Order Terminals – Streamlining orders, reducing wait times, and preventing lost transactions.
• Automated Printing & Labelling – Eliminating manual mistakes and improving packaging efficiency.
• Digital Stock Management – Avoiding over-ordering or running out of key ingredients.

A simple rule: If only two out of 10 processes are automated, you have zero control.

If automation is half-hearted, it’s nearly as bad as having no automation at all. Every process should be connected, allowing managers to see the full picture of bottlenecks, inefficiencies, and unnecessary expenses.

Imagine a fully automated order-to-kitchen workflow, where:

1. A customer places an order via self-service kiosks or a mobile app.
2. The order instantly appears on a kitchen display, eliminating paper tickets.
3. Once ready, the system automatically notifies the front-of-house staff or sends an alert to the customer’s phone.

The result? Fewer mistakes, less staff time wasted, and a smoother experience for customers.

Data-driven decision-making for growth

One of the biggest benefits of digital transformation in hospitality is data.

A hospitality operator using smart reporting tools can discover that certain menu items are performing poorly. Instead of blindly sticking with outdated offerings, they can adjust pricing, modify ingredients, or remove them entirely, ensuring maximum profitability.

Every automated system generates valuable business insights, allowing operators to:

• Identify peak hours and optimise staffing accordingly.
• Track inventory trends to cut waste and reduce costs.
• Analyse customer preferences to improve menu offerings.
• Monitor energy and resource consumption for cost-saving opportunities.

AI in hospitality: Practical, not hype-driven

At the start, we said we wouldn’t dive into AI hype, but it would be naive to completely ignore its practical applications. Unlike AI-powered gimmicks, real, valuable AI solutions are already helping hospitality businesses streamline operations.

• AI in inventory management – Predicting stock levels and automating restocking.
• AI for quality control – Using computer vision to check for food consistency.
• AI chatbots & virtual assistants – Reducing customer service workload with smart automation.

As an example, AI-powered demand forecasting can reduce food waste by up to 30% by predicting exactly how much stock is needed each week. No more over-ordering. No more shortages.

When applied strategically, AI isn’t about replacing staff, it’s about helping staff work smarter.

With labour costs rising, hospitality operators must embrace efficiency, but not at the cost of overcomplicating their business. Instead, by focusing on proven digital tools and building strong operational foundations, businesses can stay competitive, reduce costs, and scale sustainably without falling into the over-innovation trap.