The introduction of digital ordering systems in South Korean restaurants has led to a significant reduction in serving staff. (Image courtesy of Yonhap)
SEOUL, Aug. 1 (Korea Bizwire) – A recent study has revealed that the introduction of digital ordering systems in South Korean restaurants has led to a significant reduction in serving staff, highlighting the growing impact of technology on the service industry.
On July 31, the Korea Employment Information Service released a report titled “Analysis of Job Changes in the Restaurant Industry Due to Digital Transformation,” based on a survey of 2,000 restaurants and bars in Seoul conducted in August and September of last year.
The findings show that establishments which implemented self-service kiosks saw an average decrease of 0.21 employees in sales and serving positions, representing an 11.5% reduction in staff.
While full-time employment slightly increased by 0.09 positions, temporary and daily workers saw a more substantial decline of 0.159 positions.
Restaurants using tablet ordering systems experienced a similar trend, with a 7.5% decrease in serving staff, despite an increase in kitchen personnel.
The study noted that while kiosk implementation led to longer working hours for remaining staff, tablet systems resulted in both fewer employees and reduced hours.
Interestingly, the introduction of serving robots did not show a significant impact on employment levels or working hours.
The primary motivation for adopting these technologies, cited by 55% to 76% of respondents across all device types, was to reduce labor costs. Other reasons included decreasing customer wait times and improving sales tracking and cash management.
In a separate focus group with industry experts and food-tech equipment manufacturers, positions most likely to be replaced by technology were identified as those involving simple, repetitive tasks such as cashiers and servers, as well as mid-skilled jobs like nutritionists and middle managers whose work could be automated through established protocols.
The report recommends support for workers at risk of displacement, suggesting, “We need to guide workers who are likely to be replaced by machines towards retraining for other necessary industries.”
It also emphasizes the importance of developing talent in areas where job creation is expected.
In a parallel report on the banking industry, the Korea Employment Information Service highlighted the need for liberal arts graduates to develop digital and IT skills to address the shortage of tech talent in the financial sector.
Kevin Lee (kevinlee@koreabizwire.com)
