Great hospitality has always been about human connection and meaningful moments – a perfectly-poured wine, name recognition on arrival and dishes recommended based on a previous visit. However, operating a hospitality business is far from easy, especially today. Cost-of-living pressures are impacting consumer spending, margins are eroding and competition is increasing.
Adapting to new realities
To combat these challenges, hospitality is evolving, adopting technology at faster rates than ever before. But they’re doing it with the guest in mind. Restaurants are embracing AI, automation and data to enhance their creativity, warmth, human connection and guest experience. Here’s what a new era of SuperHuman Hospitality, combining the science of technology and the art of hospitality, looks like.
In launching SevenRooms’ Australia Restaurant Trends Report, we wanted to understand how evolving diner behaviours, AI and other technological advancements are reshaping the future of hospitality. According to the research, Australian diners are craving more than great food; they’re seeking elevated, personalised, and memorable experiences.
The report found that 74% of Aussies are more likely to return to a venue after a unique or elevated experience – and many are willing to pay more for it, too. These experiences go beyond food. They’re looking for thoughtful touches including customised tasting menus, preferred seating options, or dish recommendations based on a previous visit.
These moments may feel magical to the guest, but they’re made possible by technology, and increasingly, by AI. In fact, two in three Australian operators are already using AI, and of those, 99% are seeing measurable benefits. These benefits are being passed directly to guests, from remembering dietary preferences to sending a tailored birthday offer or seating them at their favourite table for a special occasion. These are all examples of SuperHuman Hospitality – where technology empowers teams to deliver more thoughtful, memorable service.
Demand for personalisation
And the demand for this type of personalisation is only growing. A vast majority (82%) of Australian consumers say that personal interactions – like a warm welcome or chef’s visit to the table – are often the deciding factor in whether they’ll come back. AI, automation and data are helping restaurants deliver these interactions more consistently, making the exceptional feel effortless.
But the value of technology goes beyond what the guest sees. Technology, AI and automated systems are helping rewrite the narrative, providing hospitality businesses in Australia and across the globe with the tools they need to enhance, not replace, the human touch. When teams are unburdened from manual, time-consuming tasks like managing reservations, answering phones or sending marketing communications, they can instead focus on what matters most: their guests.
Balancing hospitality and business
This support couldn’t come at a more critical time. Operators today are balancing rising costs, labour shortages and increasing guest expectations. To thrive, they must deliver personalised, high-touch hospitality at scale, all while remaining both efficient and profitable. Technology makes this balance possible, giving them more time for their teams, their business and their bottom line – resulting in better guest experiences that keep guests coming back.
In a world increasingly sharped by AI and automation, one thing remains constant: people crave human connection. We don’t choose our favourite restaurant because of the technology it uses, we choose it because of how it makes us feel. The magic of hospitality is still rooted in experience, but now it’s powered behind the scenes by technology that makes those experiences possible. Restaurants, pubs and bars are no longer just places to eat — they’ve become sanctuaries for connection, celebration and unforgettable moments. That’s the future of hospitality.
