AI isn’t just the future—it’s already here.
For years, our industry has been behind in adopting new tech. But AI is finally closing that gap, and the operators who embrace it now are going to be the ones who win guest loyalty in the years to come.
And here’s how I like to think about it:
AI is like Iron Man’s suit.
It doesn’t replace Tony Stark—it makes him faster, smarter, and able to do things that would be impossible on his own.
In the same way, AI doesn’t replace hospitality—it supercharges your ability to deliver it.
Why AI Matters in Restaurants Right Now
Guest expectations are higher than ever. They want fast service, accurate orders, personalized interactions, and they want to know their feedback is actually heard.
The challenge is:
- Managers don’t have time to respond to every guest.
- Feedback often sits in a spreadsheet instead of driving change.
- Training is too often generic instead of targeted.
That’s where AI comes in. It automates the repetitive, time-sucking work so your people can focus on the moments that matter most.
3 Practical Ways to Use AI for Guest Experience
1. Respond to Every Guest—Effortlessly
What to do:
- Connect your guest feedback tool or review site to an AI responder.
- Have AI write personalized, on-brand replies that include the guest’s name and details from their comment.
- Approve quickly and send—or let the system auto-approve low-risk replies.
Why it matters: Guests who get a timely, personalized response are 5x more likely to return and 12x more likely to leave a 5-star review.
2. Turn Feedback Into Targeted Training
What to do:
- Use AI to scan every piece of guest feedback and bucket it into categories (speed, accuracy, friendliness, cleanliness).
- Review the top 2-3 issues by location each week.
- Assign specific training to the teams who need it—skip the “one size fits all” sessions.
Why it matters: You’re solving root causes, not just putting out fires.
3. Predict and Prevent Problems
What to do:
- Give AI your operational reporting data and have it analyze strengths and weaknesses at each location
- Have AI suggest goals for improvement at each location
- Put quick fixes in place and track if sentiment improves.
Why it matters: You’ll move from reactive to proactive, protecting your brand and guest loyalty.
The Bottom Line
In the next few years, AI will move from “nice-to-have” to must-have for competitive restaurant brands.
Operators who start now will have cleaner operations, happier guests, and higher revenue.
Want to see exactly how AI can help your brand?
You might have guessed it, but Ovation can help you with all three suggestions here.
