QSR July 2022

DEPARTMENT INNOVATE

Delivery, Done for You Autonomous technology has begun to emerge, offering operators and customers a more environmentally friendly—and cost-effective—approach. BY TREVOR GRINER

F ifteen years ago, the first-generation iPhone hit the U.S. market. The sleek, paradigm-breaking design captured the imagination of consumers. Touch screens, apps, and other features would soon become a stan dard for mobile technology. Today, innovation is advancing at an even faster clip. And it’s particularly evident in food service—a sector long considered a laggard to tech evolution—where futuristic solutions are popping up on the back-end of a global pan demic. Autonomous delivery being one of them. Driverless delivery vehicles, drones flying through the sky with pizzas and groceries, and automated robot servers gliding through dining rooms, are all now realistic functions, as much as it might sound like an episode of “The Jetsons.” “It’s going to become very ubiquitous,” says Juan Higueros, chief operating officer of Bear Robotics. “You’re going to see auto mation playing a huge role in the foodservice and hospitality space, both inside and outside of the restaurant. If automation was a base ball game, I’d say we’re just now entering the second inning.”

Drone delivery isn’t just exciting for guests; it could help take cars off the road.

Bear Robotics is a California-based company helping to lead the charge toward automation. The company, which creates hospi tality robots, is one of several brands focusing efforts and resources on reshaping the restaurant landscape. Bear’s hospitality robots act like servers by delivering drinks, dropping off food, and helping bus tables. Higueros says there are several advantages associated with using these, but none more important than the time it frees up for employees to be, well, more hospitable. “It allows the employee more time to be more creative,” he says. “It gives them more time to spend on the people their serving and it creates a much more embodied working environment for the employee. It creates better culture, which results in more return customers because they’re getting that true customer experience through customer service.” From an operator’s viewpoint, there are other advantages to consider as well. Bear’s hospitality bots can save employees miles of walking during shifts, leading to a more rested, focused staff. Higueros says servers at many restaurants can walk upward of 20

miles per week, adding physical stress to an already challenging occupation. By using automated servers in a collaborative nature, operators can increase productivity while simultaneously making their employees’ lives easier. Another plus: ROI. “There are significant, significant savings,” he says. “It’s a slam dunk.” Owning one of Bear’s hospitality bots requires a one-time pur chase. Compared to the investment associated with recruiting, training, and retaining talent, the upfront fee can save opera tors plenty of capital, Higueros says, especially in today’s climate where turnover continues to soar and labor costs in general have skyrocketed. There’s also the ongoing topic of wage inflation. As minimum wage in many states climbs and competition to bring in staff drives up starting salaries, tapping automation can make the difference between a business scraping by and one experiencing comfort able margins. “Whether it’s in California, where minimum wage is $15.50, or

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