Automated retail is no longer an “extra” in leisure and hospitality spaces – it’s becoming an essential part of future-proofing operations. We take a deeper dive into how and why automated retail doesn’t just address today’s challenges; it positions your business one step ahead of the competition...

With technology now delivering hot meals, freshly-brewed coffee, premium snacks, and even premium retail items at the touch of a screen, operators are rethinking how vending can complement and even elevate existing services.

Staffing remains one of the biggest challenges in our industry, and automated retail provides a cost-effective solution by reducing dependency on labour-intensive roles, particularly during unsociable hours or seasonal peaks. Instead of adding to payroll pressures, it offers a fixed-cost solution that can operate seamlessly alongside existing outlets, helping maintain service levels while protecting margins.

The range of products available today has also transformed perceptions. The days of vending equating to just “crisps and cans” are long gone. Modern machines can deliver everything from barista-quality coffee to hot meals, chilled drinks, and healthier options, ensuring that customers enjoy variety without operators needing to commit additional staff or space.

Far from competing with traditional outlets, automated solutions often sit comfortably alongside them. Costa Express machines, for example, are frequently found near Costa stores with trained baristas. Rather than cannibalising trade, the model captures customers who want speed and convenience without compromising on quality – offering operators a “both/and” solution rather than “either/or.” During peak trading, an additional unmanned offer can also act as a queue-buster, speeding up service and driving incremental revenue.

Consumer expectations have shifted dramatically in recent years. Guests want high-quality products, but they also expect them quickly and without friction. Automated retail delivers consistent quality at pace, making it ideal for busy leisure environments where speed and convenience are highly valued. Unlike staffed counters, machines don’t take holidays or shift breaks, meaning they deliver the same experience year-round. For operators, this not only protects spend per head (SPH) but also reduces downtime in and ensures customer choice isn’t restricted when staffing levels are limited.

Younger audiences in particular are driving demand for automated solutions. Gen-Z are highly comfortable with touch-screen interactions and often prefer the freedom of making choices without the pressure of face-to-face service, queues, or perceived judgement. The result is often a higher spend per head, with customers adding more items when given extra time and on-screen prompts – a benefit proven across multiple sectors.

Consistency is another strength. Automated retail ensures the same portion, the same product, and the same quality every time. In addition operators gain access to powerful stock control and data insights that enable smarter buying and reduced waste. These systems learn from customer behaviours, helping refine menus, optimise product mix, and ultimately maximise revenue.

Technology has advanced far beyond traditional vending. From AI-driven touch screens to sophisticated stock monitoring, today’s machines are designed to deliver a premium customer experience.

XXX, from Regency Purchasing Group shares their opinion:

“The level of sophistication and innovation in automated retail means operators can deliver an experience that matches or exceeds traditional service – without compromise."

"For leisure and hospitality operators, the opportunity is clear. Automated retail doesn’t just address today’s challenges; it positions your business one step ahead of the competition. Early adoption ensures operators aren’t playing catch-up when consumer behaviours inevitably shift further toward automation.”

Having identified that vending is a strategic move for the future, Regency is working very hard to establish a network of industry-leading, forward-thinking vending suppliers and partners. We’re partnering with the very best and most innovative vending businesses who are carving out the future for frictionless buying – speak to your Procurement Manager for more information.