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Case Study
As cashless payments become more common, tipping has declined, impacting front-line service workers who rely on tips for income. To address this, businesses are adopting digital tipping solutions, such as QR codes and personalized tip codes, allowing guests to tip specific staff and ensuring fair distribution. Platforms like Grazzy enable workers to access tips instantly, boosting motivation and service quality. However, challenges remain: some employees have become overly aggressive in soliciting tips, making guests uncomfortable and raising concerns that hotels are shifting compensation responsibility onto customers. Balancing fair compensation, professionalism, and guest experience is crucial for successful digital tipping adoption.
- Subjects:
- Hotel, Travel and Tourism and Food and Beverage
- Keywords:
- Employee motivation Electronic funds transfers Tipping
- Resource Type:
- Case Study
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Case Study
Effective inventory management is crucial for restaurant profitability and efficiency. A new AI-powered solution, developed by PAR Technology and NomadGo, streamlines inventory processes by allowing staff to scan items with mobile devices, speeding up counts by up to 10 times and achieving 99% accuracy. This integration with PAR’s back-office system provides real-time insights, reduces manual labor, and helps optimize purchasing decisions. However, challenges remain, including potential human error during scanning, risks from over-reliance on technology, and compatibility issues for restaurants not using PAR’s platform, which may require costly software transitions and ongoing monitoring to ensure accuracy.
- Subjects:
- Food and Beverage
- Keywords:
- Inventory control Restaurant management Artificial intelligence
- Resource Type:
- Case Study
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Case Study
In an effort to reduce labor costs, McDonald’s invested in AI-driven voice ordering for drive-thru service, starting with the acquisition of Apprente in 2019 and later partnering with IBM. Despite initial benefits and expanded trials at 100 US locations, the technology struggled with accuracy, accent interpretation, and integration with existing systems. Viral videos of incorrect orders and billing errors led to widespread criticism, prompting McDonald’s to shut down its AI drive-thru operations and end its partnership with IBM. However, McDonald’s remains optimistic about the future of voice ordering and will continue exploring automated solutions for drive-thru service.
- Subjects:
- Food and Beverage
- Keywords:
- McDonald's Corporation Fast food restaurants -- Management Drive-in restaurants -- Technological innovations Artificial intelligence
- Resource Type:
- Case Study
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Case Study
Marriott UK, Ireland, and Nordics partnered with Winnow to implement AI food waste reduction technology in 53 hotels, achieving a 25% reduction in food waste within six months. Winnow’s system uses computer vision and weighing scales to identify discarded food, assign costs, and generate real-time data and detailed reports. These insights help chefs and managers adjust menus and portion sizes, saving up to 8% on food purchasing. Staff receive coaching to maximize ingredient use and promote zero waste. However, the technology cannot yet process mixed food types, requiring manual separation by staff until further improvements are made.
- Subjects:
- Hotel, Travel and Tourism and Food and Beverage
- Keywords:
- Cost control Restaurant management Hotels -- Environmental aspects Restaurants -- Environmental aspects Food waste Artificial intelligence
- Resource Type:
- Case Study
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Case Study
Dark Fork, Ottawa’s first “dine-in-the-dark” restaurant, offers guests a unique sensory dining experience, simulating life as a visually impaired person. With nearly 20 years of experience and branches worldwide, Dark Fork provides two- or three-course meals, including surprise dishes, in complete darkness. Guests store personal items in lockers and are guided to their seats by visually impaired servers, enhancing inclusivity and supporting the Canadian National Institute for the Blind. The darkness intensifies flavors and textures, creating a memorable experience. However, challenges include accommodating all guests, managing safety risks, and ensuring a positive experience for those unfamiliar with the concept.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurants -- Ontario -- Ottawa Dinners dining
- Resource Type:
- Case Study
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Case Study
Hotel ICON in Hong Kong celebrates the Malaysian Durian Festival each summer with unique durian-themed dining promotions, including the popular “All About Durian Afternoon Tea” and creative buffet dishes. Led by chef Danny Ho, the hotel uses innovative pastry techniques and sources durian directly from Malaysian farmers, supporting their livelihoods. While the festival has been a commercial success, challenges include the fruit’s strong odor, which may deter some guests and affect the hotel environment, and the need for ongoing menu innovation to maintain interest. Balancing durian’s appeal with broader guest preferences and fresh ideas is key to sustaining the festival’s success.
- Subjects:
- Hotel, Travel and Tourism and Food and Beverage
- Keywords:
- Restaurant management Dinners dinning Hotels -- Marketing Restaurants -- Marketing
- Resource Type:
- Case Study
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Case Study
Launched in 2006, Dinner in the Sky is a Belgian restaurant concept that lifts diners 50 meters above the ground for a unique fine dining experience. Guests are securely strapped onto a 22-seat platform, enjoying live cooking and panoramic views, with prices starting at HKD 1,800 for brunch and HKD 2,100 for dinner. VIP packages offer premium seating and sparkling wine. The concept has hosted over 5,000 events in 60 countries, often featuring celebrity chefs. However, Dinner in the Sky faces challenges with high pricing limiting accessibility and regulatory hurdles when expanding into new markets, impacting its broader appeal.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurants Dinners dining
- Resource Type:
- Case Study
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Case Study
Visual aids play a crucial role in restaurant sales, with 38% of customers influenced by menu photos. In April 2025, DoorDash launched AI-powered tools to help merchants optimize online menus, including an AI camera for better food photos and an item description generator for enticing menu text. These features, available via DoorDash’s Business Manager App, enhance images and streamline menu updates, boosting sales and saving managers time. However, concerns arise over authenticity, as AI enhancements may create unrealistic expectations. If the actual food quality doesn’t match the polished images and descriptions, customer dissatisfaction and reputational risks may result.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurants -- Menus Restaurants -- Marketing Artificial intelligence
- Resource Type:
- Case Study
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Case Study
Opened in 2017 near Lego’s headquarters in Billund, Denmark, the Lego House features MINI CHEF, an interactive restaurant where guests build their meals using colored Lego blocks, each representing a different dish. Orders are scanned by a machine, confirmed on a screen, and delivered in Lego-shaped lunchboxes via a conveyor belt, with robots assisting and entertaining diners. The system encourages balanced meals and offers keepsakes for kids. While MINI CHEF has become a global success, its hands-on dining concept slows customer flow, causing long wait times. High demand has also led to supply chain challenges and resource reallocation within the Lego House.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurants Dinners dining LEGO House (Billund Denmark)
- Resource Type:
- Case Study
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Case Study
Opened in 1981 at Diani Beach, Kenya, Ali Barbour’s Cave is a distinctive restaurant set in an ancient underground cave, offering a memorable fine dining experience for up to 80 guests nightly. The cave’s open ceiling allows diners to enjoy natural light and starry skies, creating a unique ambience. The menu features continental and African cuisines, with a focus on fresh seafood from the nearby Indian Ocean. Inspired by the story of Ali Barbour and the Forty Thieves, the restaurant is a sought-after novelty destination. However, it faces challenges with inconsistent food and service quality and weather-related operational difficulties.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurant management Restaurants -- Kenya
- Resource Type:
- Case Study