To deliver on rising expectations, high-touch hospitality needs high-tech
Aussies are seeking both personalisation and meaningful connections in their dining experiences. To keep up, operators are embracing AI and automation to enhance efficiency and strengthen guest relationships.
Welcome to the era of SuperHuman Hospitality™
Personalisation is the key to hearts and wallets
Restaurants are the new lifestyle brands
AI is here to help, and diners are ready for it
Personalisation is the key to hearts and wallets
Restaurants are the new lifestyle brands
AI is here to help, and diners are ready for it
TREND ONE
Savvy diners and smarter search are reshaping restaurant discovery
Diners are driving the discovery journey—from social buzz to Google searches—while embracing AI for seamless booking.
Social influencers are out, brand collabs are in
Social media fuels restaurant discovery—47% of diners find new spots there, but just 8% through influencers. The real play? Brand collabs, with 42% of operators investing in 2025.
Consumers find and book restaurants using search & AI
Nearly 1 in 3 diners use Google to discover restaurants, leading 48% of operators to invest in paid Google ads this year. And when it comes to booking reservations, 74% of Aussies are already comfortable with restaurants using AI.
TREND TWO
To scale personalisation from text to tableside, the human touch alone won’t cut it
Personalisation drives guest loyalty and engagement. Today, operators are turning to automation and leveraging text and email to deliver personalised marketing at scale.
Personalised emails turn clicks into covers
Email is still diners' preferred way to connect with restaurants. SevenRooms data reveals that personalised, automated emails generate 12X more revenue per send than mass emails.*
TREND THREE
Consumers are willing to splurge on curated, luxe experiences
Guests want more than just a meal out—74% of Aussies plan to or have already
returned to a restaurant after a unique experience. They’ll even pay for personalised upgrades like custom appetisers.
Personalised experiences diners are willing to pay for
Diners are hungry for elevated experiences worth the splurge
Consumers are seeking unique dining experiences that leave a lasting impression and are eager to personalise with customisations and upgrades to make their occasion even more special.
TREND FOUR
Restaurants are selling more than meals, they’re selling a lifestyle
Consumers want to connect with their favourite restaurant brands outside the dining room. That includes buying merch, like cookbooks, cocktail kits or home goods, opening up new revenue streams.
TREND FIVE
Trust wins tables and strong brands foster long-term loyalty
Operators want to understand guests, but they’re over-relying on third-party online reviews and in-person dining room observations—1 in 4 operators use manual observations to determine their ideal guests.
Operators are leaning on reviews as strategic data
More than half of operators use reviews and guest conversations to understand guests’ perception of their brand but a rising number are using feedback surveys (49%) and guest and sales data (41%) to evaluate guest perception, which provides a more accurate view of brand sentiment.
How, if at all, does your organisation evaluate your guests' perception of your brand?
TREND SIX
AI is serving up smoother restaurant operations
Nearly all operators using AI are already finding benefits. As margins get squeezed, restaurant teams need all the help they can get to keep things running smoothly, train staff and maintain close customer relationships.
If restaurants haven’t jumped on the AI train, they’re behind
AI improves review management and customer service workflows
