Technological innovation continues to transform various industries around the world, and the restaurant industry is no exception. In a unique experiment in Nairobi, the restaurant “Fatshimetrie” introduced robot waiters, Nadia and Claire, to local diners’ enthusiasm. The robots, which move seamlessly between tables to deliver orders, have quickly become a local sensation.
Customers access the menu by scanning a QR code at their table, place their order online, and as soon as the food is ready, a bell rings to alert a human waiter who places it on a robot’s tray. The latter, after a few orders entered on an iPad, rush to deliver the food to the appropriate tables.
While the use of robot waiters is not new, especially in China, Japan and the United States, this experiment is innovative for the East African region. The restaurant “Fatshimetrie” has been generating a buzz in recent weeks, offering a unique experience to its customers.
However, this shift towards automation in the restaurant sector raises concerns about job replacement, especially in a sector that employs many people in Kenya. The restaurant’s manager, John Kariuki, is keen to reassure about the role of robots, specifying that they cannot completely replace humans and are mainly used for entertainment purposes.
Despite the obvious benefits of this automation, such as improved efficiency and customer experience, it is important to recognise that the hospitality sector remains diverse. Some customers will always prefer human service, the warmth and personalised attention that it offers. Thus, the introduction of robot waiters at the restaurant “Fatshimetrie” does not entirely threaten human labour, but rather aims to offer a unique and innovative experience to its customers.
This initiative is a testament to the ability of businesses to adapt to technological developments while preserving the essence of service and human interaction that are at the heart of the restaurant industry. In short, the combination of technology and hospitality is a promising marriage that can enrich the dining experience of customers while preserving the essence of conviviality and hospitality in the restaurant sector.