Gastronomy: More technology to counter staff shortages
The coronavirus pandemic has changed the personnel situation in tourism significantly, because many simply switched industries after months of short-time work. For this reason alone, automation in the catering industry cannot be stopped – Michael Breckner, head of a company in Eugendorf (Flachgau) that has specialized in catering technology for years, is convinced of this.
“Fully integrated dispensing robots” for beer
Technical devices will take over parts of the work, says Breckner. Ordering using ordering systems is already in use in system gastronomy (i.e. in fast-food chains – note). But there are also “robots that take over the production of beverages such as beer, soft drinks, wine or long drinks.”
For example, his company is installing “a fully integrated dispensing robot, especially in Germany, which fully supports the employees when serving beer,” says Breckner. “And at this year’s ‘Everything for the Guest’ trade fair, we will for the first time also present the topic of artificial intelligence when ordering food and drinks over the phone, but also when making table reservations.”
Self service with pager for guests
Stefan Beginning, innkeeper at the Almbachklamm in Marktschellenberg on the south side of the Untersberg, also relies on technology. Because he no longer had four service staff after the pandemic, he switched his tavern to self-service – with a cash register and 20 table pagers: “There is a number on the pager. We ask that into the cash register. Then the guest takes the pager with him and sits outside. We cook in the kitchen. And when the food is ready, we press the number in the kitchen – and the pager vibrates for 15 seconds outside. During this time, the guest comes in and picks up the food.”
The whole system cost him a good 2,000 euros, says Stefan Anfang. For the time being, he no longer intends to hire service personnel. However, this is not a solution for all landlords, admits Stefan Beginning: “I do believe that in restaurants that are open all year round, the guests expect service. At a tourist restaurant, the guest is more willing to get it himself.”
“Depends on guest shift” how technology is accepted
There is every right amount of skepticism in the industry when it comes to automation. This was observed not only by the catering technology entrepreneur Breckner, but also by Salzburg’s host spokesman Ernst Pühringer. He himself experimented with such a system in his tavern eight years ago, says Pühringer: “We put a tablet outside in the smoking corner in front of the house so that everyone standing outside can order a drink themselves. But that didn’t work at all. But that was eight years ago, that may have changed now.”
Many “just want to talk to the waiter”
Whether such technology will be accepted depends “definitely on the guest layer,” emphasizes host spokesman Pühringer. Because, for example, pensioners in particular “want to go into the restaurant, want to talk, want to take in the atmosphere, simply want to talk to the waiter or a member of staff and be served. People want to afford to be served – that’s why I go to a tavern.”
On the other hand, the lack of staff will force the catering industry to rethink, adds Pühringer: “Nothing else will help because we won’t get the employees anymore.” Unless we have some breadth that this is common, you’re either a freak for trying it. But I don’t want to be the first to try it. Because I believe that in this case the service is the more important thing.” And especially in high-quality gastronomy it is a “must”, says Pühringer.
Don’t rationalize staff away, relieve them
Gastronomy technology entrepreneur Breckner knows this attitude: “In Central Europe (Germany, Switzerland, Austria, Northern Italy) we have a type of gastronomy with a lot of service and personal service. This makes some things harder. But it is probably possible that these processes will be automated to a large extent.” But even 30 years ago, when the first order terminals for waiters were in the catering industry, there were also reservations from the hosts, said Breckner. But with practical experience, “you quickly see the benefits. In terms of price, the systems are affordable for almost all companies at just a few euros a day.”
And with his technology, the entrepreneur does not want to completely rationalize the waiters away – on the contrary, he wants to make their work easier: “For us it is important that people continue to talk to people – and that the technology in the background supports them.” Ordering systems in the Local ones were less important during the pandemic: “But now people are really dealing with the topic. Because everyone has the same issue – namely the lack of staff.”
Service a case for “dignified high-end restaurants”?
That is why the Salzburg innkeeper Pühringer also believes that gastronomy will be divided into two types in the next few years: “Either those restaurants that largely have self-service – and on the other hand the gastronomy, where service and everything your heart desires , gets – and that’s dignified, i.e. high-end restaurants.” However, these will then have their price.