Hey everyone! I'm excited to announce the latest episode of the Tech On Toast podcast, where we dive deep into the world of hospitality tech with our special guests from Yumpingo, Jess Walton and Darren.
If you’re in the hospitality industry or just curious about how technology is transforming the way we operate, this episode is a must-listen!
Here are my top three takeaways:
The Power of Feedback: One of the most significant shifts in the hospitality industry is how operators are beginning to view feedback. Traditionally, feedback was often seen as a tool for damage control, primarily focused on responding to negative reviews. However, Jess and Darren emphasize that feedback should be viewed as a strategic asset. By collecting and analyzing guest insights, operators can identify areas for improvement and drive meaningful change across their businesses. This proactive approach not only enhances guest experiences but also boosts overall operational efficiency.
Continuous Improvement with Tech: Yumpingo has developed a unique methodology called the Continuous Actions Process (CAP), which is all about driving ongoing improvements in hospitality operations. Unlike traditional methods that may work well in manufacturing, CAP is tailored for the complexities of the hospitality sector. It allows operators to quickly identify issues, implement changes, and measure the impact—all in real-time. This means that even small tweaks can lead to significant improvements in guest satisfaction and operational performance.
The Human Element in Tech: While technology plays a crucial role in streamlining operations, Jess and Darren remind us that the human touch is irreplaceable. They highlight the importance of building relationships and understanding the unique challenges that hospitality operators face. By combining tech with a consultative approach, Yumpingo helps businesses not just to adopt new tools but to embrace change and foster a culture of continuous improvement.
01:19 Meet the Guests: Jess and Darren from Yumpingo
02:33 Jess's Journey in Tech and Account Management
03:39 Darren's Background and Transition to Hospitality Tech
05:12 Understanding Yumpingo's Value Proposition
06:50 The Evolution of Feedback in Hospitality
09:54 Adoption and Continuous Improvement with Yumpingo
12:28 The Role of Tech in Enhancing Customer Experience
14:48 Tech on Table: The Future of Hospitality
18:50 Driving Customer Loyalty with Data
19:13 Personalisation and CRM Integration
20:27 Challenges in Training and Development
21:43 Feedback and Operational Improvements
22:38 The Lasagna Story: A Lesson in Consistency
24:10 Leveraging Technology for Real-Time Feedback
26:14 The Importance of Addressing Minor Issues
33:33 Adapting to Market Changes
37:50 Future Trends in Hospitality Tech
41:39 Closing Thoughts
