In this episode of Behind The Numbers, hosts Marc Cohen and Rich Sweeney sit down with restaurant technology and operations expert Ken Baker. Throughout this dynamic discussion, Baker shares practical strategies and firsthand stories on harnessing technology to enhance restaurant operations, elevate team performance, and boost profitability without compromising genuine hospitality.
Ken Baker vividly illustrates the transformative power of automation in restaurant operations through Hawkers’ journey with dumpling production. He shares, “We used to have a bunch of ladies just doing this in the back of the kitchens. We quickly grew out of that. Now we have a machine that can do 4,000 dumplings an hour if it’s turned up all the way.” This transition underscores the remarkable efficiency gains achievable through thoughtfully implemented technology.
Baker emphasizes the critical necessity of strong collaboration between technology teams and restaurant operators. “Technology alone doesn’t solve problems,” he notes passionately. “You have to get people involved. Operators need everything in one spot.” Baker highlights the importance of operator involvement to ensure technology solutions are practical, widely accepted, and effectively utilized, which ultimately drives operational success.
Ken Baker, CFO
Hawkers Asian Street Food
Addressing a common industry challenge, Baker highlights the importance of educating restaurant teams on financial literacy: “You can’t give data to someone without educating them. It’s like giving me a book in French without teaching me how to speak French.” He stresses that empowering staff with comprehensive knowledge of financial reports and metrics not only enhances their individual effectiveness but also collectively boosts the restaurant’s operational intelligence.
Ken Baker delves deeply into the impact of employee turnover on restaurant profitability, sharing insightful observations: “We completely focused on turnover with retention programs, incentives, and benefits. Consistent, low turnover stabilizes food costs and enhances operational efficiency.” By focusing on creating stable, engaged teams, restaurants significantly reduce costs, maintain quality standards, and enhance guest satisfaction.
“Culture is a domino effect to sustain profitability,” Baker insists. He reveals how cultivating a positive workplace culture directly influences employee retention, operational consistency, and guest experience. By proactively addressing workplace satisfaction and recognition, restaurants can drive employee engagement, reduce turnover, and build a lasting competitive advantage.
Highlighting another critical operational strategy, Baker explains the significance of centralized data management: “You need as much as you can in one spot—the tech stack is really super important.” He emphasizes that clean, integrated data systems, like Restaurant365, create trust and reliability, enabling teams to confidently make informed, real-time decisions.
Ken Baker offers compelling insights into the future of restaurant technology, underscoring the need for robust data infrastructure before adopting AI tools. “AI can automate insights and proactively deliver actionable information, like predicting inventory needs or staffing requirements,” he says. “The ultimate goal of business intelligence is for no one to ever look at a dashboard again—just act on the recommendations provided.” This future-focused vision promises to significantly streamline operations and enhance managerial effectiveness.
Despite his enthusiasm for technological advancement, Baker firmly maintains the importance of genuine hospitality. He shares an anecdote about testing tabletop ordering systems, ultimately deciding against them: “It diminishes hospitality. At Hawkers, we prioritize experiential dining over efficiency-driven tech.” This stance reinforces that while technology can dramatically improve operations, the core of restaurant success remains rooted in authentic, personalized customer experiences.
Ken Baker’s dynamic insights illuminate the powerful potential of technology and operational collaboration. His practical advice provides a roadmap for restaurant operators seeking to achieve operational excellence, sustainable growth, and exceptional hospitality experiences.
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