What McDonald’s and Shake Shack Teach Senior Living About Tech and Staffing

September 25, 2024

BY Scott Code

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Technology evolves staff roles and provides more time to care for older adults.

As workforce shortages continue to challenge senior living communities, many aging services leaders are looking toward digital tools as a potential solution. The promise of technology-whether it's self-service apps or kiosks for on-campus restaurants, automated scheduling systems, or virtual care platforms-often centers around reducing the need for staff. However, a closer look at the restaurant industry's experience with self-service kiosks offers important lessons for senior living: technology does not always reduce workforce demands and, in many cases, can require the same or even more staff to function effectively.

The McDonald's and Shake Shack Example: More Tech, Not Fewer Jobs

When McDonald's first introduced self-service kiosks, many feared this technology would lead to widespread job losses. The idea was that customers could place their orders directly through the kiosk, reducing the need for cashiers. Similarly, Shake Shack implemented kiosks to reduce front-of-house staffing needs. On the surface, this seemed like a logical way to address labor shortages while providing customers with a faster and more convenient experience.

However, the reality turned out to be more complex. As reported in a recent CNN article, McDonald's discovered that while kiosks did streamline some aspects of the ordering process, they did not eliminate the need for staff. In fact, the company has continued to hire more employees to manage kitchen operations (people ordered more food!), assist customers with the technology, and maintain overall service quality. The same was true for Shake Shack, where customer pushback led the chain to reintroduce more human interaction alongside the kiosks. The technology, while beneficial in certain ways, didn't replace the human element; it simply shifted employees into different roles.

Lessons for Senior Living: Technology as a Support, Not a Replacement

For senior living communities, this is an important takeaway. On-campus restaurants and dining services are an integral part of life for residents, providing not only meals but also opportunities for socialization and engagement. With staff shortages on the rise, many communities have already begun turning to self-service technology as a solution.

In senior living, dining services staff members play a vital role that extends far beyond just taking orders. They assist residents with mobility challenges, manage intricate dietary requirements, and create a dining environment that fosters social interaction.

Technology tools can be used to improve processes. Ordering, for instance, can be done using tablets or digital kiosks, freeing up a former server to handle other jobs. But the personal connections staff provide remain integral to enhancing residents' well-being and quality of life-something technology cannot fully replace.

Empowering Staff and Connecting with Residents

Instead of viewing technology as a replacement for staff, senior living communities should see it as an opportunity to shift staff roles toward more meaningful interactions. Just as McDonald's recognized the need for its employees to focus on customer service and kitchen support, senior living communities can empower dining services staff to prioritize personalized experiences and resident engagement.

For example, in a pilot program at Front Porch communities, robots were introduced to handle repetitive tasks such as delivering food. As a result, 58% of servers reported that the robots allowed them to spend more quality time with residents, enhancing both staff morale and the dining experience.

Similarly, CAST Patron Cypress Cove's introduction of dining robots not only streamlined meal transportation between the kitchen and dining hall but also fundamentally reshaped staff responsibilities. With robots handling routine, time-consuming tasks, servers were able to stay in the dining area, focusing on higher-value activities such as engaging with residents and addressing their individual needs.

This shift allowed staff to take on more personalized roles, creating deeper connections with residents and enhancing the overall dining experience. As a result, servers transitioned from primarily task-based roles to ones centered on relationship-building and resident care. Servers' increased focus on meaningful interactions was paired with additional responsibilities, which led to a 40-50% salary increase, made possible by the cost savings from the robots. This transformation not only improved resident satisfaction but also boosted staff morale, as servers found greater purpose and fulfillment in their redefined roles.

Final Thoughts: Finding the Right Balance

As workforce shortages challenge senior living communities, technology offers a way to streamline operations. However, it is not a replacement for the human touch. Communities that balance automation with staff empowerment will find success in improving efficiency while maintaining the personalized experience that residents need and deserve. The key is not to reduce staff but to evolve their roles, creating a more engaging and supportive environment for all.