Computers have revolutionized the food and beverage industry as they have almost every other industry. Computers have had positive and measurable effects at the front and back of hospitality operations. Computer systems have improved employee performance and the quality and consistency of food and beverages. Within the food and beverage industry, it is no longer a question of whether to use technology, but rather which technology to use. In the food and beverage business, computers are here to stay.

In the hospitality industry, customer service is absolutely critical to success. Computers are helping in this area in several ways. In many restaurants, servers can process multiple forms of payment at guests’ tables, allowing guests to leave directly from their table without stopping at a centralized payment station. This has eliminated unsightly long lines that annoy customers and disrupt the flow of traffic in food and beverage businesses. This service is made possible by small handheld computers that handle credit card transactions using wireless technology, or through remote point-of-sale systems that interface with a central computer system. This enhances the dining experience for customers, which should be the goal of any foodservice business.

A key concern of running any food and beverage business is profit margin. In this vital area of ​​business, computers have also proven to be an indispensable tool. Computer systems help manage the entire food service process, from ordering the ingredients needed to produce menu items, to forecasting the number of items to be prepared for each meal period based on historical patterns. This helps reduce food waste, which is very expensive and comes out of profit for companies. It also helps to prepare menu items in advance, which reduces customer waiting time. The computer can also forecast expected business volume with highly accurate rates, allowing managers to properly staff their businesses. This is vital because having too much staff on hand can eat up unnecessary amounts of payroll, and not having enough staff will cause customer service issues.

Some food and beverage companies are also using computers in very innovative ways. For example, Darden Restaurants, which owns and operates the Red Lobster and Olive Garden chains, uses computers to help choose new construction sites. This computer system uses a software program called Darden Site Analyzer. The software collects critical information needed to select a site, such as demographics, distance to other restaurants, and customer information specific to Darden’s business model. The program then analyzes the site and provides a series of reports to help Darden make the final decision. Darden plans to improve the software so that it can assess things such as whether a new Darden restaurant will negatively affect other Darden restaurants in the same area.

Computer systems have become a vital part of all aspects of the food and beverage industry, assisting with purchasing decisions, inventory control, employee scheduling and training, and customer acquisition and retention. A prominent indicator of this growing trend is the fact that many hospitality training programs now include computer and technology courses in the curriculum.

Each year, innovators create more unique ways technology can be used to enhance the overall commercial dining experience. Computers make eating out a more pleasant experience for consumers and a more profitable manageable experience for business owners and managers.

(c) 2006, Marcus Barber