To deliver on rising expectations, high-touch hospitality needs high-tech
Americans are seeking both personalization 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™
Personalization is the key to hearts and wallets
Restaurants are the new lifestyle brands
AI is here to help, and diners are ready for it
Personalization 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—49% of diners find new spots there, but just 8% through influencers. The real play? Brand collabs, with 54% of operators investing in 2025.
Consumers find and book restaurants using search & AI
1 in 3 diners use Google to discover restaurants, leading 58% of operators to invest in paid Google ads this year. And when it comes to booking reservations, 74% of Americans are already comfortable with restaurants using AI.
TREND TWO
To scale personalization from text to tableside, the human touch alone won’t cut it
Personalization drives guest loyalty and engagement. Today, operators are turning to automation and leveraging text and email to deliver personalized marketing at scale.
Restaurant personalization challenges and opportunities
of operators have personalization hurdles
of diners would sign up for restaurant marketing for exclusive offers
consumers would sign up for restaurant updates for access to ‘secret’ menu items
of consumers want personalized restaurant perks for birthdays and anniversaries
Personalized emails turn clicks into covers
Email is still diners' preferred way to connect with restaurants. SevenRooms data reveals that personalized, automated emails generate 12X more revenue per send than mass emails.*
Texts are coming in hot
48% of consumers prefer getting texts from restaurants, especially for time-sensitive messages and reservation updates. And text marketing doesn't just engage—it delivers, with a 24X ROI.**
Average ROI for text marketing on SevenRooms**
Average revenue generated per text campaign on SevenRooms*
Highest revenue generated from a single text campaign on SevenRooms*
TREND THREE
Consumers are willing to splurge on curated, luxe experiences
Guests want more than just a meal out—74% of consumers plan to or have already
returned to a restaurant after a unique experience. They’ll even pay for personalized upgrades like custom appetizer platters.
Personalized 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 personalize with customizations 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 favorite restaurant brands outside the dining room. That includes buying merch, like cookbooks, cocktail kits or home goods, which opens up new revenue streams.
Consumers are hungry for more diverse offerings from restaurants
87% of consumers would buy a different type of offering from a restaurant—like spices or branded apparel.
Pantry items like spices or dried pasta
Food subscriptions like cheeses or frozen items
At-home meal or cocktail kits
Cookbooks
Online classes or workshops
Home goods like glasses or dishware
TREND FIVE
Trust wins tables and strong brands foster long-term loyalty
Operators want to understand guests, but they’re over-relying on online reviews—49% of operators use third-party online reviews to determine their ideal guests.
Operators are leaning on reviews as strategic data
59% of operators rely on third-party reviews to gauge guest perception, but these can be skewed or fake. Increasingly, operators are turning to feedback surveys (56%) and guest sales data (53%) for a more accurate view of brand sentiment.
How, if at all, does your organization 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
of operators in the restaurant and hospitality space are using AI
of operators using AI have already seen benefits
are using AI for revenue management, customer service and staff training
of operators in the restaurant and hospitality space are using AI
of operators using AI have already seen benefits
are using AI for revenue management, customer service and staff training
AI speeds up review management and customer service workflows
181% increase
898% increase
85% decrease
181% increase
898% increase
85% decrease
