Expert Insight

Fresh Start: How Hospitality Can Find Success in 2021

By Animesh Chowdhury, Founder and CTO, Goodtill

A couple of years ago, you would have been at the forefront of innovation if your business leveraged cashless payments. Now, you’re well behind the pack if you don’t. Over the next year, expect this evolution to continue. We’ve seen it clearly with the rise of WeChat in China: everything is becoming more smartphone oriented and businesses that want to stay ahead of the curve need to adapt.


2020 was tough for many and COVID-19 continues to transform the way we live and work as we tentatively step into 2021.

With the vaccine roll-out now underway we remain optimistic, but the next year is critical for the hospitality industry, which has been impacted by the pandemic more than most. The trading environment will continue to change at short notice and businesses will need to be agile, reacting quickly to move to new channels that help them take advantage of any opportunities that these changes present. But what can these businesses do to fast track their success in 2021?


The way that we pay has changed dramatically in the last few years. Cash is no longer king, we use our phones for transactions and buying online can be as simple as a single tap on your screen.

With that being said, 2021 will only accelerate these developments as small businesses search for ways to allow them to keep customers safe. We’re getting closer and closer to being a cashless society, and lagard businesses which have resisted the move to contactless payments will need to innovate and move to accept these transactions to keep trading.

Social distancing is expected to play an integral role in keeping customers and staff safe when venues are allowed to open once again. With that in mind it’s important that organisations deploy the right technology that minimises contact between people.

By implementing a single electronic point of sale (EPOS) system across all outlets within the venue – whether that’s for food, drink, merchandise or table ordering – users can quickly order what they need from their table, pay online (without contact), and rest assured knowing that they haven’t risked their health for a burger.

Orders can then either be brought directly to the table, or left at a designated collection point (with the customer notified), to create an extremely efficient service that minimises queuing and streamlines the entire transaction process.


By now we all know that technology is the key to breaking away from the competition. One recent example of this comes from the re-opening of sports venues towards the end of last year. For safety reasons, many chose not to open their food and drink concourses. An understandable move, considering that a recent YouGov survey, commissioned by Goodtill, found that 57% or respondents were worried that fans would ignore social distancing around bars and food stalls.


January 2021

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