AUGUST 202519THE ART OF `HYBRID' RESTAURANT MANAGEMENTchallenges. This cooperative mindset helps us to supply a better experience not just to our customers, but most importantly to our employees. What are some of the most significant challenges you have faced while dealing with such transitions?Taco John's is a legacy brand, and one of the drawbacks to that is we have been doing business the way it has been done since we became operational. A sudden adaptation of tech-based operations has been a challenging journey for us, but not unmanageable, and is certainly something we have welcomed. After the implementation of the first technology piece, we started seeing how it could save time and instantaneously, efficiency. Tacos that used to take hours to prepare can be made in half the time using robots and Artificial Intelligence (AI). We believe in the necessity of implementing technology, but we also know that it needs to be done in collaboration with vendors and franchise partners to create a successful and sustainable impact. The kind of impact that guarantees we stand out in a competitive market while simultaneously supplying positive customer experiences. Based on my experience as a General Manager at Taco John's, when I walk into a restaurant, I view things in two ways; I first look at the technology and decide what must be done to enhance it and secondly, I talk to team members and get their input on what they feel are the critical issues that must be improved to increase the operations level. What are some of the technological advancements you see on the horizon in the coming years? The restaurant industry has embraced digital transformation with advancements like intelligent kitchen equipment, digital twin restaurant and digital timing systems that don't require any drive-through delivery services. Aside from leveraging technology, it is also necessary to strategically implement modernized services and proactively decide what the future will hold for your brand. From my experience, whenever a brand invests adequate time and effort for digitalization, restaurants automatically see a positive ROI.It is also worth noting that technology is positively advancing the interaction of QSRs with its competitors. With this interaction, QSRs have fostered an open relationship to share innovative ideas and rise together as an industry. What advice would you give to other leaders in this industry to take in-house technology decisions for effective work-flow?Sustaining cross-functionality with all department teams should be the first approach to enhancing business operations. Taking guidance from managers and team members supplies relevant data grounded in practical customer experiences. Additionally, it supplies diverse input and thought ideas which in turn leads to opportunities to gain experience, enhance every aspect of the customer experience and increases ROI.It doesn't matter the size of your brand; it should always be customer centric. Investing in the right customer-focused technology can lead brands to engage, keep, and expand their business base to be successful in a competitive market. Most importantly, fostering and keeping good teamwork across departments ensures smooth business operations that will always yield a ROI. Investing in the right customer-focused technology can lead brands to engage, retain, and expand their business base to succeed
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