Words by Nicole Buisson, Lightspeed APAC
More than a quarter of Australian hospitality venues say they could not run their business without AI-powered tools. Lightspeed APAC managing director, Nicole Buisson, argues the technology is not replacing the human touch but giving operators the time and data to sharpen it.
As someone who works closely with operators every day, what stands out most is not just what the industry has had to absorb but how thoughtfully operators are responding.
The world is seeing rapid AI adoption across multiple industries – hospitality included. This represents new challenges, and exciting opportunities for the sector.
Across Australia, more venues are adopting these new digital tools to better understand their business, improve efficiency, and deliver memorable experiences for their guests.
New findings from Lightspeed’s State of the Hospitality Industry Report 2026 show just how quickly this shift is taking place. Today, more than a quarter (27 per cent) of venues surveyed say that they could not run their business without AI-powered tools.
But this does not mean hospitality is becoming less personal.
More time to focus on guests
Running a hospitality venue means managing multiple moving parts. Reservations, staffing, inventory, menus and financial reporting all demand attention, often simultaneously.
Technology, particularly AI, is helping operators stay on top of these responsibilities more seamlessly.
According to our research, almost three in five venues say they save more than an hour a day using tools such as booking platforms (58 per cent), reporting systems (57 per cent) and forecasting and optimisation tools (56 per cent).
For busy venue owners and managers, reclaiming hours from administrative tasks delivers real returns in an industry with already tight margins.
It frees teams, allowing them to focus more energy on supporting staff, refining their offering and leaving a lasting impression with their diners.
Forecasting tools are also playing an integral role in helping venues plan ahead with greater confidence.
By analysing past sales patterns, reservations and seasonal trends, operators can make more informed decisions about staffing levels, stock purchasing and menu planning.
These measurable and trackable data trends provide concrete support for the existing instincts of seasoned hospitality professionals, converting a ‘feeling’ into verifiable data.
What this means is that venues are empowered with the tools and knowledge to consistently deliver precise, high-quality experiences that not only meet but exceed expectations, ultimately fostering strong loyalty and encouraging customers to return frequently.
Smarter decisions
Another trend we are seeing across the industry is a growing use of data to guide everyday decisions.
The adoption rate of technology specifically designed to generate business insights has grown dramatically in recent years.
In 2023, for instance, just over three in ten venues reported utilising such technology. However, the industry’s rapid embrace of AI tools saw that figure surge to more than half of all venues by 2025.
Fifty-one per cent of venues say technology has improved customer service by freeing up staff time. That figure has grown significantly from 33 per cent in 2023.
This rapid acceleration underscores the perceived value and increasing necessity of these systems.
Access to real time information gives operators a clearer view of how their venue is performing. They can see which menu items are popular, how sales are trending and, perhaps most importantly, where there may be opportunities to grow and improve.
A positive outlook
Hospitality, at its core, will always be a people-centric industry, focused on creating memorable experiences and fostering genuine connections.
Nearly half of venues say improving customer engagement and experience is their top priority for growth in the next 12 months, because at the end of the day, it’s the human connection that remains at the heart of the sector.
Technology, therefore, is not a replacement but rather a powerful enabler. It is simply helping venues run more efficiently and giving operators the insights they need to keep their businesses thriving in an increasingly competitive landscape.
The integration of advanced technologies, such as AI and sophisticated point-of-sale systems, is transforming the operational backbone of the hospitality sector.
By automating routine tasks, from inventory management and staff rostering to order processing and table allocation, operators can free up their teams to focus on high-value, customer-facing activities. This shift ensures that the human element remains at the heart of every great venue.