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Computers have revolutionized the food and beverage industry as they have nearly every other industry. Computers have had positive, measurable effects on the front end and back end of hospitality operations. Computers systems have improved employee performance, and food and beverage quality and consistency. Within the food and beverage industry there is no longer a question of should technology be used, but rather a question of which technology to use? In the food and beverage business, computers are here to stay.

In the hospitality industry, customer service is an absolute critical factor for success. Computers are helping in this area in several ways. In many restaurants, the wait staff can process various forms of payment at guest tables, which allows guest to leave directly from their table without the need to stop at a centralized checkout station. This has removed long unsightly lines, which annoy customers, and disrupt the flow of traffic in food and beverage businesses. This service is made possible by either small hand held computers which handle credit card transactions using wireless technology, or via remote point of sale systems that interact with a central computer system. This improves the customers dining experience, which should be the goal of any food service business.

A key management concern of any food and beverage business is the 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 amount of items to prepare for each dining period based on historical patterns. This helps to reduce wasted food, which is very expensive and comes out of the businesses profit. It also helps in preparing menu items before hand, which reduces customer wait time. Computer can also forecast with high accuracy rates the volume of business to be expected which allows managers to properly staff their business. This is vital because having too much staff on hand can consume unnecessary amounts of payroll, and not having enough staff on hand will cause customer service problems.

Computers are also being used in very innovative ways by some food and beverage businesses. For instance, Darden Restaurants that owns and operates the Red lobster and Olive Garden chains uses computers to help choose new building sites. This computer system uses a software program called the Darden Site Analyzer. The software gathers critical information needed to select a site, such as demographics, distance to other restaurants and customer information specific to the Darden 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 evaluate things such as whether a new Darden restaurant will negatively effect other Darden restaurants in the same area.

Computer systems have become a vital part of all aspects of the food and beverage industry, they help with purchasing decisions, inventory control, employee scheduling and training, and customer acquisition and retention. A leading 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 are creating more unique ways that technology can be used to enhance the overall commercial dining experience. Computers make out of home dining a more enjoyable experience for the consumer and a more profitable manageable experience for business managers and owners.

(c) 2006, Marcus Barber

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