Get front-of-house support before introducing new tech, expert warns

Operators need buy-in from front-of-house staff before introducing new technology platforms, a leading technology project manager has said.

Sasha van Spall, project manager at Bill’s Restaurant, made the comment during a panel discussion last week around operators adopting and integrating new technologies into their systems.

Van Spall added: “Never underestimate the front-of-house teams as they use the systems on a day in, day out. Make sure they are bought into it and, if they are not in the room making those decision, be a voice representing their views.”

The project manager was part of the team at high-street restaurant chain Bill’s which recently rolled out technological upgrades to its sites, including self-service kiosks and QR codes at tables, with the aim of modernising their sites and boosting their appeal to young diners. 

Van Spall spoke alongside fellow panellists Adam Miller, founder of Australian-style sushi concept Rolled, Jonny Bramwell, regional head of operations at Rosa’s Thai, and Fiona Sellick, UK GTM strategy, planning and operations at Square.

Bramwell said it was important to have a third-party project manager who can communicate the changes to staff and hear their views in an impartial way, while van Spall suggested having a “champion on-site” to advocate for the project and ensure it is a team-led venture, not a top-down project.

The discussion was based on research by hospitality tech solutions firm Tech on Toast in collaboration with Square on why operators should consider their long-term investment in tech.

The report, ‘Modernising Hospitality: The Long-Term Case For Smarter Tech Investment’, presents the views of over 150 UK hospitality operators, with respondents ranged from independent operators to multi-site group managers and founders.

Image: Shutterstock / PeopleImages.com Yuri A