Nearly half of Canadian hospitality operators say service quality is suffering due to staffing shortages — and integrated technology, not headcount, may be the solution.
According to Silverware’s new 2025 Canadian Hospitality Service Report, produced with Angus Reid, 46% of hotel and resort operators and 31% of restaurants report that staff shortages are directly affecting guest service. Meanwhile, 44% of restaurants cite service delays as their top customer complaint.
The findings paint a clear picture: technology has become business-critical infrastructure, not a back-office upgrade. Across hotels, resorts, and restaurants, operators now rank system integration (35%) as a higher investment priority than cost (15%) — a striking reversal that underscores how fragmented tech stacks have become a frontline issue.
POS reliability is also a financial risk. Nearly half of respondents (48%) said that even a single day of POS downtime would cause major revenue loss, with that number climbing to 54% among restaurants.
To address these challenges, 31% of operators plan to invest in staff-productivity tools like automated scheduling, while 22% are upgrading integrated POS and PMS platforms. The goal is to give teams more time for service, not screens.
“Hospitality is still human, but it’s running out of minutes,” the report notes. In an industry defined by experience, every re-entered order or crashed system costs more than time — it costs trust.
With Canadian fintech and POS innovators such as Silverware, Lightspeed, Moneris, and Helcim leading the charge, modernization isn’t about adding gadgets anymore. It’s about making everything — and everyone — work better together.
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