Technology’s Role in Enhancing Hospitality Services

Christine Lising, Director of Solutions Engineering at Shiji Group, recently shared her insights on how technology is reshaping food and beverage (F&B) operations in hotels. Lising emphasized the unique challenges faced by hotel F&B compared to standalone restaurants, such as managing multiple outlets, in-room dining, and banquet services, all of which require flexible and intuitive POS systems.

“The goal isn’t to replace hospitality with technology: it’s to remove the operational noise that gets in the way.” - Christine Lising
(Translation: The goal of utilizing technology in hospitality is to enhance service and streamline operations, not to replace the human element.)

As platforms based on AI and data evolve, Lising envisions a future where every F&B interaction is informed by real-time insights, focusing on guest preferences and optimizing menu choices. She notes that balancing empathy with innovation will guide the future of hospitality.

Lising expressed that successful innovation is rooted in operational realities. “We involve operators early to test in actual hotel environments, gathering feedback and iterating quickly. In F&B, this implies ensuring that mobile ordering, kitchen routing, and integrations work flawlessly together. This allows staff to concentrate on delivering memorable guest experiences instead of managing technology,” she explained.

The Significance of Mobility

Mobility remains a pivotal element in transforming hotel dining experiences, empowering teams to serve guests directly wherever they are. Mobile POS systems integrated with PMS and CRM data offer staff the capability to take orders and process payments efficiently across the property, resulting in enhanced service speed and personalized guest interactions.

“Automation should create space for hospitality, not eliminate it.” - Christine Lising
(Translation: The goal of automation is to support and enhance the hospitality experience rather than diminish the personal touch.)

The future of F&B operations lies in connected systems that foster staff empowerment and elevate guest experiences.