Author: F&B Guy

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AI in Fast Food: Sizzling Solutions or Overcooked Ideas?

Fast food is all about speed, convenience, and consistency. Customers expect their fries hot, their burgers perfect, and their wait times practically non-existent. Enter artificial intelligence (AI), the latest ingredient being tossed into the mix. But as AI-driven solutions like ordering kiosks and voice recognition take the stage, the question arises: Are customers loving it, or is this one innovation they’d like to send back to the kitchen?

The Rise of AI in Fast Food
AI has gone from sci-fi fantasy to the new normal in quick-service restaurants (QSRs). From chatbots managing mobile app orders to AI-powered drive-thru assistants, the technology promises lightning-fast service with fewer errors. Brands like McDonald’s and Taco Bell are embracing AI to streamline operations, process orders faster, and even anticipate customer preferences.

A quick fact: Some AI ordering systems can process orders up to 15% faster than their human counterparts. That’s the equivalent of saving customers precious minutes in the drive-thru—minutes they’ll probably spend scrolling TikTok.

But while operators are sold on AI’s efficiency, customers are still deciding whether they’re thrilled or wary of this tech-savvy revolution.

Customer Perceptions: Delightful or Depersonalized?
Customer reactions to AI in fast food are as varied as the toppings on a deluxe pizza. Many diners appreciate the speed and precision of AI systems, especially during peak hours. No more misheard orders or forgotten fries. AI doesn’t get flustered by long lines or quirky customizations.

However, not everyone’s a fan. For some, the lack of a personal touch feels… well, impersonal. “I just want a smile with my coffee,” one customer might say. “Not a monotone robot asking if I want to supersize.”

And then there’s the issue of glitches. AI can’t always handle the nuances of human communication, leading to hilariously bad (or frustratingly wrong) orders. Picture this: You ask for a “small Coke,” and the AI hears “smoke chicken.” Suddenly, you’re in a standoff with a machine over your lunch.

Why Hospitality Operators Should Embrace AI
Despite the challenges, AI represents an unmissable opportunity for hospitality operators. The benefits go beyond speed and accuracy—AI can also provide valuable data insights, helping businesses understand customer preferences and optimize menus.

Imagine this: An AI-powered system notices an uptick in vegetarian orders and nudges operators to introduce a new plant-based option. Or it suggests streamlining a menu item that rarely gets ordered. These insights can improve customer satisfaction and boost profits.

And let’s not forget cost savings. While the upfront investment in AI can be steep, the long-term savings in labor costs, order accuracy, and operational efficiency make it worth the price. Plus, AI doesn’t call in sick, show up late, or forget to clean the ice cream machine.

That said, operators need to balance efficiency with empathy. Customers still crave a human connection. Training staff to complement AI systems with warmth and personal service will ensure the best of both worlds.

The Future is Here, and It’s Hungry for AI
AI is no longer a niche concept—it’s a necessity for staying competitive in the fast food industry. Customers demand convenience, and AI can deliver it. The key for operators is to embrace AI thoughtfully, ensuring it enhances the guest experience rather than replacing it.

So, hospitality professionals, it’s time to ask yourself: Are you ready to let AI be the sous chef of your operation? The future is full of promise (and a few technical hiccups), but one thing’s for sure—your customers are hungry for innovation.

Call to Action:
Interested in exploring how AI can transform your hospitality operations? Stay tuned to our website for the latest insights and strategies, or contact us for personalized solutions. Because in this fast-paced industry, staying ahead means staying smart—and maybe just a little bit robotic.

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The Coming Impact of Generative AI Technology in the Restaurant Industry

Introduction
The restaurant industry, characterized by its dynamic and fast-paced nature, is no stranger to technological advancements. From online reservation systems to automated kitchen equipment, technology has consistently played a role in enhancing efficiency and customer experience. As we stand on the brink of another technological revolution, Generative AI promises to bring transformative changes to the industry. This article explores the potential impacts of Generative AI on various aspects of restaurant operations, setting the stage for future discussions on its long-term implications and integration strategies.

Understanding Generative AI
Generative AI refers to a subset of artificial intelligence that can generate new content from existing data. Unlike traditional AI, which follows pre-defined rules and patterns, Generative AI can create novel outputs, such as text, images, and even recipes, based on learned patterns. Technologies like OpenAI’s GPT-4 exemplify the capabilities of Generative AI, showcasing the potential to revolutionize content creation, customer interaction, and operational efficiency in the restaurant industry.

Enhancing Customer Interaction
One of the most immediate and visible impacts of Generative AI in the restaurant industry is in the realm of customer interaction. Chatbots and virtual assistants powered by Generative AI can handle a variety of customer queries, from reservation bookings to menu inquiries, with a level of sophistication and personalization previously unattainable.

Personalized Recommendations Leveraging customer data, Generative AI can offer personalized menu recommendations, enhancing the dining experience.
For instance, by analyzing a customer’s past orders and preferences, the AI can suggest dishes they are likely to enjoy, potentially increasing customer satisfaction and loyalty.

Multilingual Support: In a globalized world, catering to a diverse customer base is crucial. Generative AI can facilitate communication by providing real-time translation services, allowing restaurants to serve customers in their preferred language seamlessly.

Streamlining Operations
Beyond customer interaction, Generative AI holds significant potential for streamlining restaurant operations. From inventory management to menu planning, AI-driven solutions can enhance efficiency and reduce costs.

Inventory Management: Accurate inventory management is vital for minimizing waste and maximizing profitability. Generative AI can predict inventory needs based on historical data, seasonal trends, and even local events, ensuring that restaurants maintain optimal stock levels without over-ordering.

Menu Optimization: Generative AI can analyze customer feedback and sales data to identify popular and underperforming dishes. This insight allows restaurateurs to refine their menus, focusing on high-demand items while experimenting with new offerings generated by the AI.

Dynamic Pricing: In an era where dynamic pricing is becoming more common, Generative AI can help restaurants adjust prices in real-time based on factors such as demand, time of day, and competitor pricing. This approach can maximize revenue while maintaining customer satisfaction.

Culinary Innovation
The creative potential of Generative AI extends to the kitchen, where it can assist chefs in developing new recipes and culinary techniques.

Recipe Development: By analyzing vast databases of recipes and culinary techniques, Generative AI can suggest novel combinations of ingredients and flavors. This capability not only inspires chefs but also ensures that new dishes are grounded in established culinary principles.

Consistency and Quality Control: Maintaining consistency across multiple locations is a challenge for restaurant chains. Generative AI can provide precise cooking instructions and monitor adherence to recipes, ensuring uniform quality regardless of location.

Addressing Challenges
While the benefits of Generative AI are manifold, its integration into the restaurant industry is not without challenges. Ethical considerations, data privacy concerns, and the need for human oversight are critical factors that must be addressed.

Ethical Considerations: The use of AI in decision-making processes raises ethical questions, particularly in areas such as dynamic pricing and personalized recommendations. Ensuring that AI-driven practices do not lead to discriminatory or unfair outcomes is paramount.

Data Privacy: The effectiveness of Generative AI relies heavily on data. However, collecting and utilizing customer data must be done transparently and in compliance with privacy regulations. Restaurants must implement robust data protection measures to maintain customer trust.

Human Oversight: While Generative AI can enhance various aspects of restaurant operations, human oversight remains essential. Chefs, managers, and staff must work in tandem with AI, using their expertise to interpret and refine AI-generated insights.

Future Directions
The integration of Generative AI in the restaurant industry is a gradual process, with each phase bringing new opportunities and challenges. Future articles in this series will delve deeper into specific areas of impact, providing detailed case studies and practical implementation strategies.

Case Studies: Examining real-world examples of restaurants that have successfully integrated Generative AI will provide valuable insights and best practices. These case studies will highlight the challenges faced and solutions implemented, offering a roadmap for other establishments.

Implementation Strategies: Practical guidance on implementing Generative AI solutions will be crucial for restaurateurs. Topics will include selecting the right AI tools, training staff, and ensuring seamless integration with existing systems.

Long-term Implications: As Generative AI continues to evolve, its long-term implications for the restaurant industry will become clearer. Future articles will explore potential shifts in business models, customer expectations, and the competitive landscape.

Conclusion
Generative AI represents a significant leap forward in the technological evolution of the restaurant industry. Its ability to enhance customer interaction, streamline operations, and foster culinary innovation offers immense potential for growth and differentiation. However, realizing these benefits requires careful consideration of ethical, privacy, and operational challenges. By exploring these issues in depth, this series aims to equip restaurateurs with the knowledge and tools needed to harness the power of Generative AI effectively.

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Ethical sourcing and the farm to table movement

The ethical sourcing and farm-to-table movement in restaurants has gained significant traction in recent years as consumers increasingly prioritize sustainability, transparency, and quality in their dining experiences. This movement seeks to establish a direct connection between farmers, producers, and consumers, emphasizing the importance of locally sourced, seasonal ingredients that are grown or raised using sustainable practices.

Ethical sourcing is a process that entails a close examination of the entire supply chain being used for your products. Ethical sourcing considers many factors including, treatment of employees, animal welfare, minimizing environmental impact, supporting local farmers, and even fostering community involvement. In a realistic application, ethical sourcing for an independent restaurant operation may only involve one or two different sources. It may prove to be unreasonable to think that your operation can successfully source 100% of its products from an ethical source vendor. In many cases a restaurant operation may not have the bandwidth to investigate where all its ingredients are coming from. It is certainly possible to visit a local poultry producer who is stating that they are raising ethically/sustainably produced chickens. It may be less feasible to visit the production facility for the company that makes the salt that you use.

Ethical sourcing for products outside of your local area can be recognized through the efforts of several international organizations. Fairtrade International, Vegan Action, and Cruelty Free Forever are organizations that monitor the production of different products and services and these organizations have easily recognized labeling that an operator may use when choosing various ingredients for their restaurants.

When choosing to use ethically sourced ingredients, a restaurant operator makes a decision that has a positive impact for the consumer. Advantages include products that are fresher and more flavorful, items that have traceability and transparency in the food supply chain, healthier and more nutritious meals, and a connection with the local community.

In addition, there are environmental sustainability benefits. Sourcing locally produced items reduces the carbon footprint associated with transportation, in many cases it minimizes the use of harmful pesticides and fertilizers, and it supports biodiversity and ecosystem health.

The positive impact for local farmers is also significant. Providing a direct market for small-scale farmers may prove to be the difference between success and failure. This avenue for selling their products will help them thrive economically and help them maintain their traditional farming practices.

Along with the many benefits associated with ethical sourcing and using sustainably produced products there are challenges that arise. Seasonality constraints of product is a factor that must be considered. Produce that is sourced locally will have limited availability throughout the year and will require the chef to modify menu offerings based on seasonal availability. In addition, there may be limited availability of products that could cause a shortage if there is increased demand from other operators. Organically grown local products may also have higher production costs and thereby will cost more for the operator. This increased cost may be passed on to the consumer, however, the higher price may be met with resistance from the consumer.

Solving product availability issues may require collaboration and partnerships with local farmers, farmers markets or community-supported agriculture (CSA) programs. Many restaurants that choose to use locally raised products are willing to market these products on their menus with brand recognition being done as part of the menu description. This collaboration enhances the value of the relationship for the producer beyond the simple buyer/seller transaction and may lead to increased product support.

An important component of ethical sourcing and farm to table product utilization is consumer education. The consumer today is more aware of sustainability issues and in many cases, this resonates with their purchasing decisions. However, it is up to the operator to broadcast the message of their sourcing methods. Let the consumer know what farmers your operation has a relationship with and why that is important to the organization. Mention it on the menu, websites, and any social media platforms. Discuss the benefit of these relationships for all stakeholders including the consumer, the producer, and the operation. Also, make sure that all staff are aware of the relationships and their value. It is challenging to the consumer if they ask a question of their server about a particular farm that is mentioned on the menu description and the server does not have adequate knowledge to discuss the relevance of the partnership.

Moving forward, the independent operator of today would be wise to incorporate ethical and sustainable sourcing as much as possible. The future innovations for this process will help support increased adoption. These innovations include the increased development of urban farming, vertical farming, hydroponics, and innovative supply chain models that facilitate ethical sourcing in urban areas. By increasing adoption, the industry offers benefits to consumers, farmers and the environment.

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It’s time to reimagine the hospitality industry

COVID-19 has caused the hospitality industry to undergo a paradigm shift.

It’s not business as usual

Minimum wage needs to be raised.

The professionalism of the industry must be enhanced.

The Hospitality Industry needs to change its perception. It needs to be viewed as a profession.

The industry needs accreditation

The industry needs to provide a structured career path that is visible to the general public.

Increased wages, benefits, perks all need to be standard

Certifications need to mean something

Respect for the hospitality industry needs to be earned.

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Why do chefs hate Sysco so much? And several reasons not to!

As a former restaurant operator, I am guilty of hating Sysco! In fact, I found that I was annoyed by most vendors who showed up to sell me something, except for liquor distributors when they brought samples to try. I look back on those days and mentally kick myself for not taking advantage of the valuable resources that vendors offer. Read on for insight!

To be honest, salespeople often do not do themselves a favor when they show up to talk with a chef/manager/owner at a busy time with nothing more to present than their desire to just “catch up.” Another irritation is when a salesperson shows up and wants to push their latest spiff (financial reward for the sales person) inducing item. Running a high-end steak house and having to listen to a sales person extol the benefits of deep-fried Twinkies (an actual item btw) is simply a waste of time for all parties. If I am going to sit down and listen to you, I want it to be worth my time.   Showing up unprepared or poorly prepared during a lunch or dinner rush is just career suicide and that salesperson needs to reconsider their options.

Aside from the idiot sales people who arrived unprepared, I had to analyze exactly why chefs are so resistant, in general, to Sysco and other broad line distributors. I have come up with the following four scenarios that I know are used against a broad line distributor sales rep.

Sysco sells green beans in #10 cans.  Being a chef is hard! Damn hard! And most non-hospitality people do not get that, but that is not really the point of my story. Training in kitchens and listening to old school chefs talk about the beauty of quality ingredients is one of the most important parts of becoming a chef. As is true in so many things, garbage in produces garbage out, so it is critical to use quality ingredients. Many chefs simply do not think that Sysco can offer quality ingredients that are worthy of being used in a quality kitchen. More on this later.

“Sysco reps will get in the door with low ball pricing and then over time when you are not looking, they will raise their prices until they are dragging you over the coals.” I have heard this argument on both sides of the equation, as an operator, and now as a Sysco employee. Certainly, there are devious sales people but, these people are the exception and Sysco sales people are selling products that are being sold by several other distribution companies. In most cases the Sysco rep must be competitive to stay in the game. I will address pricing in a bit.

“I never saw my Sysco rep after our first conversation and the signing of the agreement. He is hard to reach when I need something, and if there is ever a problem with a delivery, forget it, their customer service just stinks!”  This is a possibility; however, I would argue that if this is the real case, then yes, it is probably time to move to another distributor or vendor. Sysco has several layers of customer service starting with your direct sales representative, or MA (Marketing Associate). From there his boss, or DSM (District Sales Manager), and then his boss, or TSM (Territory Sales Manager). In addition to those three positions, there is an actual customer service department that can handle many of the calls that are made, and finally, there are executive level managers, who I know from experience are as dedicated to making the customer happy as anyone in the organization.

“Sysco is too big, they do not care about the little guy.” Interestingly, Sysco is a $50B/year company and almost 68% of the revenue comes from independent or small chain restaurant and hospitality operations. If 68% of their revenue comes from independent operators, then it would make sense that as big as Sysco is, the company is geared to serve the independent smaller operator. Just to be clear, 68% of $50B is $34,000,000,000…. dang, that’s a lot of zeroes.

So, let’s go back to the issue of quality ingredients. Sysco has a portfolio of more than 15,000 in stock items at most of their operating companies around the country. The largest selling items are probably not a surprise to most operators; shortening, AP flour, sugar, and PLOT (potatoes, lettuce, onions and tomatoes. Certainly, Sysco has canned goods which are being used by operators at all levels for various reasons. I recently had the privilege (?) of tasting 36 different varieties of canned tomatoes and tomato sauces. Are these right for every operation? Of course not, but some of those 36 different tomato products are relevant to every different type of operation.  Beyond the thousands of canned goods, Sysco has a portfolio of high quality, high end gourmet products that are suitable for the most demanding chef. Fresh produce, including incredible micro greens, fresh herbs from local small farmers and other exotic fruits and vegetables are available through FreshPoint. Thousands of different cheeses, oils, spices, olives, chocolates and much more are available through European Imports. Custom cut meats and fresh whole fish are also available through our wholly owned subsidiary, Buckhead Meat. There is no way that a hospitality operation can say that Sysco does not have “quality” ingredients, however, you define “quality.”

Pricing is an issue that many operators get hung up on. Sysco is such a large distributor that they almost own the market in several commodities. My point in relating this information is that with such extreme buying power, Sysco can price their products literally as low as they want to. BUT! Let’s be honest, Sysco is in the business to make a profit. SO ARE YOU! Making a profit in the distribution business is not a crime. Neither is making a profit in the restaurant business. Sysco will price their products to be competitive in their respective markets and those prices will fluctuate according to market conditions. Butter prices will rise and fall depending on dairy production cycles. Chicken prices will fluctuate according to market supply and demand. The prices that Sysco charges will be competitive in each market and are designed to allow an operator to make a profit. If the prices rise too high and are no longer competitive, Sysco generally loses that business. Sysco sales reps understand this dynamic and they are acting as their own business owners in many cases. As you, the operator succeeds, so do the Sysco sales representatives. If you, the operator fails, so does the Sysco sales representative. This ties in with the Sysco corporate vision : To be our customers’ most valued and trusted business partner.

Another misunderstood element of Sysco is their depth of non-food products. Sysco is known for selling food, however, they do so much more. They sell a full line of cleaning supplies that are used in hospitality operations. Dish machine chemicals and front of the house cleaning materials. Paper goods of all types including paper towels, toilet tissue and napkins. In addition, they sell the dispensers, AND, if you want, they can customize the napkins with your logo. How about computer systems for restaurants? Yes, Sysco does that, utilizing a product known as CAKE. Credit card processing? Yup, through a strategic partnership with Heartland credit card processing. How about glassware, china, and silverware? Absolutely! In addition to small wares, Sysco can supply the operator with large equipment through Supplies on the Fly. When opening a new operation, Supplies on the Fly will prepare a competitive bid for all your equipment needs. In short, Sysco can supply the hospitality operator with everything inside the four walls of your restaurant, literally, everything!

So, why do chefs hate Sysco so much? Maybe they do not hate Sysco as much as they used to, but as you can see, they have no reason to hate Sysco at all. Sysco succeeds when YOU do. The Sysco resources are tremendous and it is my hope that you will reconsider the animosity that you might feel toward your broad line distributor. These companies are only successful when you are and they offer tremendous service to you and your operation. Learn to rely on them for what they can do for you, and your operation will benefit greatly.