One trend affecting labor costs is the effect of technology on traditional methods of ordering. Today, nearly every chain has smartphone and tablet apps. First used primarily for loyalty programs, these apps now also facilitate the ordering process.
At-table ordering with tablets made its initial inroads at high-end steakhouses, which would have servers bring out iPads featuring their extensive wine lists. But the fast-casual segment quickly latched on to it for faster, more accurate service while reducing the need for human contact during the ordering process. Now, kiosk ordering is in the mix, again lessening the need for human interaction front-of-house.