Data defines trends and decision making at the Voices of Progress event
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On 11th March, to mark International Women’s Day, Square and SevenRooms proudly hosted Voices of Progress: Accelerating Equality in Hospitality, a thought-provoking panel discussion featuring leading women in the hospitality industry.
The event was held at the Ambassadors Clubhouse in London and brought together industry professionals to discuss the challenges and opportunities for driving gender equality in the sector.
Moderated by James Stagg, editor of The Caterer, the panel featured Ria Morgan-Ratcliffe, owner of Ria’s, Jade Johnston, Operations Director at Lyla, Noto, Aizle, and Tipo, and Amanda Whiteside, Business Manager at Gordon’s Wine Bar.
The hospitality industry has long been a dynamic and rewarding field, yet women still face unique challenges on their path to leadership. Each speaker shared their unique journeys, offering insights into breaking barriers, leadership, and fostering a more inclusive hospitality industry.
Statistics highlight leadership gaps and pay inequality
Marketing Leader at Square UK, Visha Kudhail, welcomed the audience to the panel discussion with some startling statistics. Hospitality is the UK’s third-largest employer, supporting 3.2 million jobs, with women making up 70% of the workforce. However, only 8% of leadership roles are held by women, and they continue to earn 3.45% less than their male counterparts. The panelists emphasised the need for systemic changes to address these inequalities, including better career pathways and greater recognition of women’s contributions.
A key theme in the discussion was how technology enhances efficiency in the restaurant industry by enabling the analysis of data and trends to drive strategic decision-making.
Using data to identify trends and drive informed decisions
Restaurant owners Amanda, Ria, and Jade shared how technology is transforming the way they manage their businesses and interact with their customers – Amanda through Square, while Ria and Jade utilise both Square and SevenRooms.
Amanda discussed how her restaurant uses Square to gather and analyse data on sales and real-time reports. By tracking trends, such as which products are selling well at particular times, such as sparkling wine or lighter reds, she is able to anticipate their needs and tailor the experience. Technology, through the data provided, helps Amanda identify patterns, allowing the restaurant to adjust its offerings and approach accordingly. Amanda comments, “Yes, we can watch and observe but having the data enables us to plan more effectively and make informed decisions.”
Having started her career in tech, Ria shared how her background shaped her approach to running a restaurant. In the early days, her restaurant tried to do everything all at once – a do now, think later approach – even opening early in the mornings, which proved ineffective. With the help of technology, they analysed data to determine what was working and what wasn’t, allowing them to make quick adjustments. The ability to track customer preferences, particularly among their predominantly female clientele (85% women), has influenced the restaurant’s branding and collaboration choices, making it easier to stay connected and responsive to customer demands.
Jade echoed the other two panelists on the importance of data analysis when it comes to customer service. Jade highlighted essentials to operations such as building detailed customer profiles with SevenRooms, where staff can track past receipts, favourite products, and even customer behavior (e.g. whether they are always late). This data is shared across venues, allowing for a more personalised experience.
The Role of technology in personalising the customer experience
Throughout the discussion, all three owners emphasised that technology plays a crucial role in helping to elevate the overall customer experience within their establishments.
By offering clear insights into customer preferences and behaviors, platforms like Square and SevenRooms help businesses make data-driven decisions that better serve customer bases. This allows restaurants to respond more effectively to customer needs and tailor their offerings to enhance satisfaction and loyalty.
In conclusion, technology in the restaurant industry goes beyond operational efficiency. It’s an essential tool for understanding and meeting the diverse needs of customers, allowing businesses to create environments that are inclusive, personalised, and responsive to evolving trends. From tracking preferences to building customer profiles, the right technological tools empower restaurant owners to enhance the guest experience and keep punters coming back!
The "Voices of Progress" panel served as a powerful platform to inspire and support women in hospitality.
As the industry continues to evolve, fostering an inclusive environment will be key to unlocking its full potential.
