2024 Restaurant & Takeaway Expo Insights: Change Management

Joe Taylor, our Principal Consultant and Retail & Hospitality Transformation expert, attended the Restaurant & Takeaway Innovation Expo 2024. In this series, he’s sharing his top insights and hot takes on the industry. In Part Two, we’re exploring the role of change management in the restaurant and takeaway sectors.

Change is a constant across all industries, but Retail and Hospitality—being inherently people-driven sectors—are particularly affected. Managing this change effectively is critical. Here are three key reflections on why managing change in these sectors is so challenging and essential:

1. People-Centric Focus

Retail and Hospitality is an industry built around people. The staff making your product and serving your customers are the heartbeat of your business. Therefore, any change—be it the implementation of new technology, a shift in service models, or changes to regulations—must prioritise people. A technology that doesn’t enhance the experience for employees, candidates and customers is unlikely to succeed. Companies should focus on putting their people at the heart of any transformation, ensuring the changes improve both the employee experience and customer satisfaction.

2. Managing Change Fatigue

In this fast-paced industry, change comes ‘thick and fast’. New specials and menu items, shifts in labour laws, updates to operational procedures, and constant tech advancements can all contribute to "change fatigue." This exhaustion can lead to disengaged employees, reduced productivity, and ultimately, a lower standard of customer service. Leaders must acknowledge the fatigue that comes with frequent changes and manage it thoughtfully—by ensuring transitions are well-communicated, providing adequate training and support (pre, during and post Go Live) and making sure each change brings clear benefits.

3. Embracing Technology Without Fear

A recurring concern in Retail and Hospitality is the fear that "the robots are coming" ultimately to replace jobs. However, the reality is quite the opposite. What successful businesses are finding is that technology is an enabler—it takes over the mundane tasks, freeing up staff to focus more on high-value activities, like delivering exceptional customer experiences. The McHire story, for instance, demonstrates how automating administrative tasks creates more time for managers to engage with candidates and new joiners.

Companies that leverage tech wisely can boost foot traffic and sales, allowing them to hire more staff to meet the increased demand. For example, Stephen Clark (COO of Tortilla) shared the story of their journey with kiosks which, when implemented in the right way, has seen a 12% increase in Average Transaction Value (ATV) and increase in footfall. This has resulted in an increase in opportunities for existing employees and hiring more! Therefore, getting the messaging right is crucial—technology should be viewed as an ally, not a threat.

But don’t forget…

As Tommy Giraux (Head of Systems at Honest Burger), noted, "Once you have selected the technology, the real work begins." Change management is key to making sure any transformation in this sector lands, sticks and you start to see the benefits. Whether it's tech-driven or not, successful change always begins with people and should not be overlooked.

Hungry for more insights? Get in touch with Joe Taylor today.