Before snarling and grumping over these new young diners and all their quirks, perhaps it will be best to first understand who they are, what they stand for, and how they will make their mark on the world. The Generation Z population is loosely defined as “19 and under,” or born in the mid to late 1990s and after. They make up roughly 25% of today’s economy. Their generation is “the first to know no world other than that of instant access to and infinite amounts of information,” according to Sherry Chris, contributor to the Huffington Post. They don’t use technology as a means of escape from the world, as did the Millennials, but rather as a means of communication with one another. This is an important aspect of the characteristics of Generation Z: they “are not living in a digital cloud void of human interaction.” If anything, they are engaging with their friends, their family, their teachers via technology, using social media and other avenues to communicate their daily needs, their deepest desires, and their core values. They are trendsetters who truly want to actively participate in the world around them—cultures, foods, experiences—and they very much care about the universe in which they live, from their local communities to levels more global.

Restaurants need to jump on board this technological band wagon if they hope to garner business from this new age group. There are many avenues to explore, from apps that allow diners to learn how long a wait list is at their favorite restaurant—and then to place their name on that list to minimize their wait once they arrive—to apps that allow you to order your food remotely and then pick up at the location of your choice. The number of restaurants offering these technological conveniences is increasing at a rapid rate. Taco Bell customers, for example, can now order via the Taco Bell app, pay via the app, and pick up directly in the restaurant without having to wait in a line. And Applebee’s is testing computer ordering, where each table is equipped with a tablet on which patrons can view the menu and place their orders without having to speak with a member of the wait staff. Food and drink are brought by a human, of course, but there is little to no interaction necessary in order to eat a meal in the restaurant.

Before being quick to jump at total change, though, it is important to point out that this has not yet become the preferred method of restaurant dining; customers, even younger Generation Z customers, haven’t fully gravitated to a place where the hospitality industry has no use for the human factor. While the idea of technology taking over is becoming more mainstream, we still seem to be very much a culture that prefers to deal directly with people rather than with electronics. There is a fine line drawn between what is deemed not enough technology and what is perceived as too much. It’s really about balance.

Does your restaurant cater to these young Generation Z diners? What technology do you currently use, or plan to use in the future?

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