The Human Touch in a Digital Age: What FS/TEC 2025 Taught Us

At the Food Service/Technology 2025 conference (FS/TEC), discussions with industry experts highlighted one prevailing truth: without genuine hospitality a restaurant’s future is at risk.

Hospitality means adding a human touch to every part of the guest experience. This idea might seem off topic at a conference on food service technology. Yet many people we spoke to talked about the importance of technology enhancing hospitality, rather than standing in its way.

Fusion Connect’s Senior Solutions Engineer Mitchell Keblusek put it plainly: “Internet connectivity is the backbone for restaurants these days. It’s not just about having Wi-Fi—it’s about ensuring every digital touchpoint, from mobile ordering to voice services, operates seamlessly. Without a strong network, even the most innovative hospitality tech can become a liability.”

Hospitality and creating a genuine restaurant experience lies in a welcoming smile, attentive service, and care for each guest. However, as technology becomes increasingly integrated into the dining experience, there is a valid concern that it will become a barrier.

Consider a customer's journey that flows naturally from start to finish:

• Before they arrive, guests connect with AI-powered chatbots or virtual assistants to handle reservations and table bookings smoothly.
• Upon arrival, customers are greeted by inviting background music and digitally displayed menu boards showcasing the day's specials with vivid photos.
• When ready to order in the restaurant, customers have a choice of using self-service kiosks or tabletop devices to browse menus, place orders, and even pay their bill—or they may prefer to engage with a human server carrying a device that makes them more productive, reduces errors, and lets them focus on the customer. And all of this happens with the convenience of free Wi-Fi to access loyalty apps or share their experience on social media.
• Meanwhile, smart kitchen systems and robots handle food preparation and assembly with precision, ensuring orders get fulfilled flawlessly behind the scenes.
• Alternatively, mobile ordering lets customers select and purchase meals for pickup or delivery without any human interaction if preferred.

Keblusek adds, “If a customer can’t tap on a screen to place their order, they’re likely to say, ‘Nope, never going back there.”

This reaction may seem extreme, but it reflects a broader truth: digital convenience is now a core part of hospitality. When technology fails, it’s not just a glitch—it’s a broken promise to the guest.

From digital menus and mobile ordering to voice services and loyalty apps, every modern hospitality touchpoint depends on a reliable connection. Without it, the entire guest experience—from convenience to communication—can fall apart.

Technology's reach extends beyond the four walls of the restaurant. Many customers prefer to order their meals through third-party services like DoorDash and Uber Eats.

There is one common and invisible thread that connects all these customer-facing technologies: the network. Every digital solution a restaurant provides relies on a stable and secure network connection to function.

Network infrastructure plays a significant role in how restaurants deliver the level of hospitality that keeps customers loyal. Without a reliable and high-performance network, everything grinds to a halt, leaving customers frustrated and your reputation at risk.

When it comes to evaluating the current state of their network infrastructure, there are several key questions restaurants need to ask:

• Reliability
  How often does our network experience outages or disruptions, and what is the impact on our day-to-day operations? Can we rely on our network to support critical functions, such as point-of-sale, inventory management, and customer-facing technologies? Do we have redundant connections to keep me running if one carrier goes down?
• Bandwidth and Performance
  Can the network handle the growing demands of data-intensive applications, such as digital menu boards, guest Wi-Fi, and third-party delivery integrations? Can it support the seamless flow of information across all touchpoints?
• Security
  Are our network and sensitive customer and financial data properly protected against cyber threats? Do I have the right security measures in place, such as firewalls, encryption, and access controls?
• Scalability
  As the business grows and technology needs evolve, can the current network infrastructure scale to meet those demands? Can we easily add new locations, devices, or applications without compromising performance?
• Support and Expertise
  Do we have the in-house IT resources and expertise to manage, maintain, and troubleshoot my network effectively, or should we work with a specialized provider to ensure optimal performance and reliability? Do we want to be paged when there is a problem?

By answering these questions, restaurant owners can gain a better understanding of the strengths and weaknesses of their current network infrastructure and identify areas where improvements are needed.

That's where partners like Fusion Connect can step in to provide the expertise and support needed to ensure that a restaurant's network infrastructure is optimized to meet the unique demands of the industry. Fusion Connect's networking expertise helps restaurant owners focus on delivering exceptional hospitality while the network brings everything together behind the scenes.

With Fusion Connect as a trusted technology partner, restaurants can future proof their operations, enhance the customer experience, and maintain a competitive edge in an increasingly digital landscape.

When every second counts, a resilient network is the unseen difference. Put Fusion Connect behind the scenes and elevate the front-of-house. Start with a rapid readiness review and get a tailored roadmap. Contact Fusion Connect today