Every industry, including the hospitality industry, is following the pace of evolving technology. From hotel check-in to check-out, dining to air travel, technology is revolutionizing every aspect of the consumer experience, ushering in a new era of convenience, efficiency, and personalization.
In the hospitality industry, the dining experience has undergone a digital transformation, reshaping everything from reservations to payments. Tableside tablets and mobile payment solutions enable guests to settle their bills seamlessly, eliminating the need for traditional cash or card transactions. With the rise of contactless payments and QR code-based systems, diners can now pay for their meals with a simple scan of a QR code with their smartphone, further enhancing payment security and convenience.
Contactless experiences have become increasingly prevalent in the hospitality industry, with emerging technologies serving as a key enabler of this shift. Restaurants are embracing digital solutions to prioritize guest convenience and staff efficiency. These innovations not only make staff more efficient but also offer a more convenient experience for guests. According to research, the global contactless payment market is expected to grow at a compound annual growth rate (CAGR) of 19.1% from 2022 to 2030.
However, with great innovation comes great responsibility, and it is essential for hospitality businesses to strike a balance between technology and the human touch. While digital solutions offer unprecedented convenience and efficiency, they must never come at the expense of genuine hospitality and personalized service. Co-founder of Up ’n go, Touradj Barman believes that “empowering guests to pay on their phone only enhances their dining experience and does not detract from the human touch. Waiting forever to pay your check, or not being able to split your check fairly is not the ‘human touch’ people desire.”
Established in 2017, Up ’n go has quickly established itself as a leader in the restaurant technology industry, offering innovative solutions that streamline operations and enhance guest satisfaction.
The COVID-19 pandemic served as a catalyst for the widespread adoption of digital solutions in the hospitality industry. However, according to Touradj, the shift was inevitable, regardless of the pandemic. “We live in an era defined by technological innovation, the 21st Century; and hospitality businesses must adapt to meet the evolving needs and expectations of guests in this digital landscape,” he states.
Touradj highlights the importance of understanding the guest’s perspective when implementing innovative solutions in restaurants. While some may argue that technology detracts from the personal touch of hospitality, Touradj believes that it’s about redefining what the personal touch means. “Tech should be used to enhance, not replace human interactions,” he expresses. Rather than focusing on outdated notions of hospitality, such as lengthy wait times or awkward payment processes, these modern types of equipment can enable businesses to deliver truly personalized experiences that prioritize guest convenience and satisfaction.
Moreover, Touradj emphasizes the need for hospitality businesses to prioritize the guest experience in every decision they make. Whether it’s implementing new solutions or refining existing processes, the guest should always be at the forefront of every restaurant owner’s decision-making. By putting themselves in the shoes of their guests and considering their needs and preferences, businesses can ensure that every interaction is tailored to enhance the overall experience.
While the hospitality industry has been relatively slow to embrace technology, particularly in areas where guests directly interact with digital solutions, Touradj sees this as an exciting time of innovation and experimentation. Restaurants truly have the opportunity to explore new possibilities and reimagine the guest experience in ways previously unimaginable.
Media Contact
Name: Touradj Barman
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