Six lessons in driving operational efficiency with AI

Start with strong data

Bell cautioned that inconsistent or poor data will not be improved by AI, so tidying your data is a pre‑condition to implementation, otherwise it will just get you to a “bigger mess faster”. Clean, structured data is essential for accurate demand forecasting, smarter scheduling and better decision-making. He acknowledged that Mollie’s is still addressing gaps in its own data hygiene, but said the business is improving its foundations while continuing to roll out AI. Wales agreed, and stressed that data quality is one of AI’s biggest dependencies.

What your business can do now: Clean up your data to ensure it provides a complete and accurate picture of your operation

Align AI with purpose

AI is most effective when it supports an organisation’s wider purpose, values and culture, rather than being imposed from above as a standalone technology, said Bell.

Successful adoption also depends on ensuring your employees are on-side. “If individuals are not engaged in the broad element of your business, everything you’re going to do becomes a little bit harder,” he said.

Bell encouraged operators to clearly explain how AI will improve the working day for their teams. He described this as “inverting the pyramid”: the guest is the most important person in the business, followed by the frontline employee serving them. Technology is the next layer and should make that person’s job easier, enabling them to deliver a better guest experience.

What your business can do now: Explain to frontline teams how AI can improve their day-to-day work

Build trust

Successful AI implementation depends as much on people as it does on technology. Wales recommended appointing an AI champion to explain the ‘why’ and demonstrate to teams how AI can make their jobs easier. Adoption is strongest when frontline employees are involved and champion early successes, as this can build trust with other departments, he said.

Both speakers noted that attitudes towards AI have shifted significantly as tools such as ChatGPT and Claude have become more mainstream. This greater visibility, Wales said, “drives people’s belief in understanding what is potentially possible”. Businesses should capitalise on this growing curiosity by demonstrating the value AI can bring to everyday operations.

What your business can do now: Appoint an AI champion to engage colleagues and showcase quick wins

Stay ahead of compliance

Both speakers agreed that AI can support managers in an increasingly complex compliance environment. Wales said businesses are navigating an increasing number of legislative changes, such as the Employment Rights Act or changes to the National Living Wage. “These issues in isolation are difficult, but the real problem operators have is to manage all these things simultaneously, he said.

AI can automate many compliance processes by creating checks and alerts around key risks, such as meeting GDPR obligations, ensuring overtime and pay rates are applied correctly or verifying that only appropriately qualified employees are assigned to certain shifts.

By taking care of routine compliance tasks, AI enables managers to spend less time on administration and more time supporting their teams and guests.

What your business can do now: Identify where AI could automate routine checks, flag issues and reduce manual administration 

Create more human moments

Wales said that efficiency is about using “people, time and innovation more effectively”, allowing businesses to redeploy staff time towards delivering a better guest experience.

Bell agreed, and said that well-deployed AI can “liberate people to be much more creative” – the very essence of hospitality. By automating repetitive, low-value tasks, employees have more time to connect with and deliver memorable service to guests.

What your business can do now: Identify your repetitive administrative tasks

From the sponsor

At Deputy, we believe AI delivers its greatest value when it empowers people, not replaces them. Hospitality teams face constant pressure to balance labour costs, compliance and exceptional guest experiences, and AI is designed to help simplify those challenges.

By combining intelligent scheduling, demand forecasting and automating routine administrative tasks, operators can make faster, more informed decisions while giving managers more time to focus on their teams and customers.

Thank you to The Caterer, our fellow panellist, and everyone who joined the discussion. We hope attendees leave inspired to take practical, achievable steps towards building more efficient, resilient and people-first hospitality operations.

The webinar was based on Deputy’s recent e-book The Ultimate Guide to Operational Efficiency for Shift-Based Businesses

Stay ahead of the game with information and advice from The Caterer’s series of summits and webinars on all aspects of hospitality. Our next event is the Sustainability Summit on 8 September – sign up today