Efficiency meets emotion
From ticketing systems to cooking robotics: the restaurant industry is undergoing a digital transformation. What began as a technological gimmick is now becoming a real competitive advantage. Why digital processes bring more predictability, better guest experiences and new perspectives for employees – and where people still remain irreplaceable.
1. new gastrology: when digitalization changes the service experience
A restaurant without traditional reservations but with a predictable number of guests? It sounds unusual, but it has long been a reality at the Gmundnerberghaus. Mike Süsser and David Daxner rely on a sophisticated ticketing system that makes events predictable and prevents no-shows. "This is not only efficient, but also feels better for the guests. They experience more attention because the team knows who is sitting where and when," says Süsser.
Daxner adds: “For us, this means more time for genuine hospitality instead of improvisation.” Predictability becomes the key concept. Also for the team. “Anyone starting out with us can see months in advance which events are coming up,” explains Süsser. This creates transparency and a new working culture in a sector that often struggles with uncertainty.
2. Status quo & outlook: Encouraging figures
According to a recent survey by Circana (May 2025), consumer spending rose by +1% in the first quarter of 2025 despite a decline in visitor numbers. Digital touchpoints such as Click&Collect and online ordering now account for 7% of all dining occasions - and the trend is rising. Edurne Uranga, VP Foodservice EMEA at Circana: "Those who use digital channels wisely can hold their own in a highly competitive market. Added value is created where data becomes the basis for decision-making."
3. AI in practice: between tool and team player
At Gmundnerberghaus, AI is not used to steal recipes, as Mike Süsser emphasizes with a wink. “But it is worth its weight in gold for new ideas, marketing texts, processes and agreements.” Tobias Bätz, Executive Chef at Posthotel Alexander Herrmann, also uses AI as a sparring partner: “No tool can give you emotion in texts, but it helps to develop new perspectives.” According to David Daxner, AI also has its limits: "In the kitchen, craftsmanship remains craftsmanship. Our pizza doesn't automatically recognize its perfect cooking point - but it's still great."
4. robotics in the kitchen: between utopia and benefits
With "Lady Umami", F&B Heroes presents Germany's first fully autonomous ghost kitchen. The cooking robot produces dishes in a scalable and economical way. According to operator Tim Plasse, the operating margin is 33% above the industry average, and the ratings on Wolt speak for themselves. For Süsser, robotics is not a taboo: "It can be really exciting in the canteen. Wok pan at the touch of a button, accurate to the gram? That's a great idea!" Nevertheless, he urges a balance: "The personal touch must remain in service. A robot that serves? Difficult."
5. data & feedback: hybrid systems as an opportunity
Digital feedback tools via QR code are part of everyday life at the Gmundnerberghaus. “Many guests don't say anything to our face, but write it online,” explains Mike Süsser. But even here, the personal touch remains important: "We combine both. Hybrid approaches work." The use of data goes further: “Newsletters are used in a more targeted way, events are advertised better and guest movements are analyzed,” says Daxner. Digitalization becomes the strategic basis.
Conclusion: Gastronomy between man and machine
The gastronomy of the future is not purely digital, but digitally sophisticated. Processes such as ticketing or feedback analysis create space for the essentials: genuine hospitality. Whether AI, robotics or data usage - in the end, it's the human being who counts as an emotional anchor.
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