What Operators Actually Want from Tech, with Jonny Bramwell, Rosa’s Thai

Tech on Toast, The Hospitality Tech Podcast

This series, Business in Better Shape, was born from new research by Tech on Toast and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation. Most hospitality teams buy tech only when something’s on fire - Square’s research shows just 6% plan purchases, while 94% react. That insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.Download the research here;https://www.techontoast.community/researchIn our third epsisode Jonny Bramwell, Regional Ops at Rosa’s Thai shares the operator’s view from the floor, pick tools that give time back, fit the brand, and lift service - not add noise.Episode HighlightsBrand-first fit: tech must support the Rosa’s experience (fast, fresh, friendly) without forcing guests down paths they don’t want.FSR: in full-service, tech should facilitate the theatre and human touch, not replace it.Test & learn (hard): run real trial sites, stress-test with frontline teams, and involve the partner directly in fixes.Time back for teams: main buying lens - does it reduce workload, protect work-life balance, and free GMs to plan (not just cover shifts)?Operator dashboard: mornings start with covers, like-for-like, delivery, and guest sentiment to decide where to lean in.Adoption signals: happier teams, lower turnover, stronger reviews, rising spend/head = tech is actually used and valued.Buying criteria: brand fit, guest experience, time back, scalable rollout (roadmaps alone are not enough).Work with reality: mistakes happen - what matters is a partner who stays to tweak and land it properly.Message to vendors: do the homework, tailor the pitch, and focus on the two outcomes that matter: enhance guest experience + coach/develop teams.This series is powered by Square - helping hospitality operators put their business in better shape through connected commerce, payments, and restaurant technology.https://squareup.com/gb/en