In recent years, the UK hospitality industry has faced certain obstacles: elevated costs, shifting consumer habits, and difficulties in recruiting and retaining staff. Despite this, many operators are proving just how resilient the sector can be by harnessing data-led insights to help them bounce back.
Nearly 89,000 jobs1 have been lost in the industry since last October, underlining the importance of making every decision count. Under these pressures, data is quickly becoming one of the most powerful tools operators can have. New AI-powered tools built into modern ePOS and commerce platforms are helping operators to translate their daily flow of data into smarter decisions, better guest experiences, and stronger performance. So, knowing how to do this has never been more important.
Data-based insight for growth and increased competitiveness
Running a restaurant, café, or bar has often relied on instinct – knowing when to get more staff in, which dishes are selling, or how to tweak a menu to stay profitable. But with so much data now streaming through ePOS systems, that gut feeling can be backed by intelligence.
From a menu optimisation perspective, AI can analyse sales and margin data to pinpoint best-selling dishes, flag underperformers, and spot where costs might be creeping up. Armed with that knowledge, operators can feature high-margin dishes more prominently, tweak pricing, or rework recipes to protect profitability. These small changes can add up quickly, helping to maintain healthy margins even as costs rise elsewhere.
AI analytics can also help operators see what’s really happening in their business and make decisions quickly. With these insights, operators can identify where they’re outperforming the market, and where they may need to adapt pricing, promotions, or service to gain a competitive upper hand in a crowded dining landscape at a time when it matters more than ever.
This kind of intelligence has traditionally been reserved for large chains with dedicated analytics teams, but now AI tools built into systems make it accessible to independents and small groups too.
Making every guest feel heard
Hospitality is built on human connection, and technology helps make those connections even stronger. AI tools can build data-backed guest profiles that track how often customers visit, what they order, and how much they spend. Through this knowledge, businesses can tailor offers and experiences customised to each guest to keep them coming back.
This level of personalisation is something modern diners increasingly expect, especially the tech-savvy, younger generation. In fact, a recent survey found that ~33%2 of Gen Z customers would like restaurants to offer menus tailored to their individual preferences and needs upon arrival, reflecting a shift in how important inclusivity is to people.
Context also shapes dining habits, and we see this prominently through alcohol consumption. For example, ~64%3 of consumers say they drink beer with friends, ~45% during special occasions, and ~40% at family get-togethers or meals. Wine, on the other hand, is most often enjoyed with meals (~64%), at special events (~48%), or with friends (~48%), but far fewer people drink it after work (17%) or on dates (16%).
This highlights just how situational guest behaviour can be, and AI can help hospitality businesses read these nuances. By understanding not just what people order, but why, and adjusting menus, marketing, and service to match, operators can spot patterns and serve the right experience for the right moment to their guests.
Smarter staffing and stronger teams
Managing staffing, schedules, and performance is also made easier by AI-driven workforce analytics. By analysing revenue per hour and peak trading times, AI can build detailed heat maps that show exactly when demand is highest. This allows managers to align staffing with actual trading patterns and leads to better coverage during busy periods, fewer quiet shifts, and smoother service all round.
At the same time, AI insights can identify top-performing staff, highlight where extra training or support might be needed, and provide transparent feedback. At a time when some venues are struggling with staff retention, AI can help managers recognise achievements and upskill staff where needed, leading to an improved customer experience and better job satisfaction for teams.
A human industry enhanced by AI and data
At its core, hospitality will always be about people, but AI brings operators the clarity and confidence to make smarter choices and boost revenue. By taking care of the heavy data analysis, suggesting and actioning changes, AI frees operators to focus on the human aspect of their jobs: great service and connecting with customers, helping to increase productivity and revenue.
