The Rise of Heads-Up Hospitality

AI is going to be your go-to assistant, quickly turning smart ideas into action

Next year, AI will continue to become a conversational partner. The biggest challenge operators face isn't a lack of data on their restaurant; it's the lack of time to find it, understand it, and act on it.

I see AI becoming the 'scrappy' operational partner that our industry has been waiting for. We'll continue to see a move toward proactive, actionable intelligence. This is more than just asking your POS a question like, "What was the labor cost impact of the early lunch rush last Tuesday?" It's about your tech surfacing insights into your business, and then letting you take action right in the same interface.

The biggest opportunity is erasing the gap between noticing a trend and acting on it. Imagine your system flags, "You're trending low on your most profitable ingredient," and then gives you a button to "Adjust supplier order" right away. That single, seamless workflow—from insight to action—is what can turn AI from a novelty into a true operational partner. It’s not about replacing an operator's gut instinct; it's about superpowering the people at the heart of hospitality.

Technology will let restaurant teams spend more time connecting with diners, not less

My prediction—and my hope—for the coming year is the rise of heads-up hospitality. Innovation has often meant more screens, which can lead to heads-down moments that pull staff away from guests. The next wave of technology will allow teams to focus on being in front of the guest more—more time connecting and building relationships that are so key to hospitality.

The next wave of technology will allow teams to focus on being in front of the guest more—more time connecting and building relationships that are so key to hospitality.

I'm especially excited about spaces like voice AI that enable guests and restaurant teams to have more natural conversations with technology. I can see a future where ordering, updating inventory, or managing a prep shift feels less like typing on a screen and more like talking to a team member.

This is the core of human-boosting tech: It fades into the background, handling the little things efficiently so your team can get their heads up, engage with customers, and focus on the moments that build real community.

Personalization will become the new standard

We're moving past simply remembering a guest's name or their favorite table. That's table stakes at this point. The next wave is about giving staff the tools to deliver unparalleled hospitality. Guest history and requests can already be pushed to handheld devices. The industry’s next step-change will turn this data into a personalized script for hospitality.

AI assistants built into restaurant tech will become the ultimate tool to superpower restaurant teams. For example, AI assistants won’t just flag that a guest has visited three times. It’ll go a few steps further and proactively equip the server with a personalized recommendation. Imagine the device buzzing with a suggestion like: "This guest always orders an Oak-Aged Old Fashioned. They haven't tried the new 'Smoked Maple' cocktail, which is getting great reviews and has a similar profile. Suggest it as an alternative."

This is human-boosting tech. It doesn’t replace the server; it makes them a knowledgeable expert, helping them connect with regulars in one seamless, human interaction.

Handhelds are reaching their stride in the U.S.

A new generation of handhelds is truly built for the rigor and chaos of a real shift. You should be able to throw it on the ground or accidentally spill on it and know it will still fire that ticket.

They are getting lighter, smaller, more durable, and packed with smarter tech, like seamless switching between Wi-Fi and cellular networks, menu upsell reminders, and instant staff updates. Those may sound like little things, but they’re huge for servers during a busy shift and for operators navigating tight margins.

This obsession with precision means the tech just works. It gives servers their steps back and lets them stay on the floor, focus on hospitality, and helps turn tables faster. Guests get a more personalized service and a speedier checkout, and teams get a tool that helps them all be the top server. This tech is only going to get smarter.