Who (or what) is answering restaurants' phones?

Calling all restaurant operators! Who or what is answering your phone? And check out this Paris restaurant offering unlimited chocolate mousse. Pull up a chair for today's edition of The Prep. 

On the menu:
💠 Another take on the hospitality vs. technology debate
💠 What happens when restaurants can't make the grade
💠 Why you should know this TikTok critic
💠 How (not) to react to a broken glass

Podcast: Restaurant tech's long-term effects 

Restaurants have two (sometimes conflicting) priorities: serving diners and keeping their business going. For example, while a restaurant might want to pack in tables to serve as many diners as possible, diners want some elbow room and privacy. Restaurant owners always weigh these needs, but nowhere is it more apparent than with restaurant technology.

On this week’s episode of the Simmer podcast, the hosts, both experts in restaurant tech, discuss this struggle with Eater New York restaurant critic Robert Sietsema. In theory, practices like restricting reservations, asking diners for their phone number to better track their habits, and even QR code menus support the business side of the restaurant.

 Why It Matters: Sietsema believes these practices are having long-term adverse effects. “It’s gotten so bad that I know people who just do not go out to eat as often as they might because it’s a pain...” he said. (The Simmer)

Restaurant grading delays in NYC 

A shortage of health inspectors in New York City is highlighting longstanding concerns over the city’s restaurant grading. Restaurants that don’t receive an “A” grade after their first inspection can be reinspected — but must pay $400 for the privilege. “It’s a fee that many owners say pads the Department of Health’s coffers, creates a conflict of interest, and challenges the objectivity of the entire system,” writes Andrea Strong.

 Why It Matters: With the shortage of inspectors, reinspections could take months, leaving restaurants in a holding pattern displaying their “B” or “C” grade and potentially turning off would-be diners. (Eater)

Here are the ways that AI is answering the call

Although there’s an app to help diners with most restaurant-related queries and tasks, plenty of diners still call restaurants directly. And restaurant operators are increasingly enlisting AI assistants to answer the phone. Restaurants are tapping startups like Maitre-D AI, Newo, RestoHost, and Sling to answer the phone and handle tasks like confirming or canceling reservations or answering questions about dress codes and menus. It’s still early days for AI assistants like these, so naturally, results vary. But Matt Ho of Bodega SF restaurant says having an AI assistant answer the phone has helped his staff focus on guests. “The phones would ring constantly throughout service…We would receive calls for basic questions that can be found on our website,” he asid. But [working with Maitre-D] “makes the job easier for the host and does not disturb guests while they’re enjoying their meal.” (Wired)

Yes, Chef, the exhibit

Artist Chloe Wise created a seafood chandelier as part of Yes, Chef, an exhibit on view at the Water Street Projects in New York City.  

💠 The carnivore diet cutting board plate trend explained

💠 What to do (and not do) when a glass breaks

💠 Chef José Andrés is launching a hotel brand 

💠 Are customized drinks out of control?

45%

Restaurant operators who expect competition to be more intense in 2024. (National Restaurant Association)

What we’re reading: Everything I Learned, I Learned in a Chinese Restaurant, a memoir about growing up in a Detroit restaurant from writer, filmmaker, and social justice advocate Curtis Chin. The author is going back on tour and doing readings at Chinese restaurants across the country to celebrate the paperback release of his acclaimed book.

Who we’re following: Keith Lee, the controversial TikTok food critic. Love him or hate him, restaurant operators should know what he’s up to and where he’s eating. 

Plus: Can’t keep up with the tip credit drama? This primer from Restaurant Business will bring you up to date.

Written by: Gloria Dawson

Edited by: Katie Parsons