NEW ORLEANS — This isn’t just any old list.
With tables spread across several distinct dining rooms at the storied Commander’s Palace restaurant, managers must calculate precise labor needs and open up the reservation list for just the right number of rooms at the right time for each dinner service.
Steve Woodruff, operations manager, looks over the reservation system at Commander's Palace. The storied New Orleans restaurant recently pushed for a new state law prohibiting the unauthorized resale of reservations by third-party platforms.Â
“If I spread the reservations out too much, it feels like you’re sitting in church,†said operations manager Steve Woodruff. “We have an old saying: Nothing dresses up a dining room like customers.â€
In recent years, emerging third-party online platforms selling hard-to-get dinner reservations have created headaches for popular restaurants like Commander’s Palace. New platforms such as Appointment Trader auction off the most desirable tables for hundreds or even thousands of dollars.
And unlike other platforms that contract with restaurants, such as OpenTable, the reservation trading apps work outside of a restaurant’s control: Anyone can make a reservation (often for free) and sell it for a profit, with the platform taking a commission on the sale.
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During this year’s Super Bowl weekend in New Orleans, one table at a French Quarter restaurant went for more than $2,100.
When customers spend that kind of money before the meal, Woodruff said, it heightens expectations and alters a diner’s perception of value without restaurants even knowing. He said the apps also can force restaurants to run a service with empty tables if those online platforms don’t find buyers — putting the risk on the business, not the customer.
The issue is gaining the attention of state lawmakers.
Commander’s Palace and the Louisiana Restaurant Association successfully lobbied for a new law banning the resale of reservations without the consent of restaurant operators. Recently, Republican Gov. Jeff Landry signed the bill, which gained unanimous approval in every committee and floor vote.
“I know what it takes for people to build a brand,†Republican state Rep. Troy Hebert, who sponsored the Louisiana bill, said in an interview. “I mean, think about it: You’re making money off of my brand, and I didn’t even know about it.â€
He said online reservation platforms can use automated technology to quickly secure reservations, holding them hostage from other customers. Hebert noted that restaurants can still choose to work with any of the online reservation trading systems.
“We’re not preventing people from running those types of models,†he said. “They just need to get the permission of the establishment. That’s it.â€
Appointment Trader founder Jonas Frey told Stateline that lawmakers are only hearing from powerful restaurant associations and the reservation platforms they contract with like OpenTable and Resy, which have pushed for these new laws.
Employees work on a monthly inventory of the vast wine storage at Commander's Palace restaurant in New Orleans.
Frey said restaurants often show no availability online even when they have free tables.
“It’s one of the reasons why Appointment Trader works so well, because people with the relationship to the restaurant generally get these tables,†he said. “We didn’t make this problem — the restaurants are doing that.â€
He said the site can actually help restaurants avoid no shows because most trades occur on the day of the reservation. And many restaurants require a credit card for a reservation, meaning a consumer could be charged even if schedules change and they can’t use their reservation.
“In my mind, it’s atrocious: You’re liable for something, but then you’re not allowed to sell it,†he said.
Consumers completed 50,000 transactions on the platform last year, he said, with a no-show rate of only 1%.Â
So far, these  restaurant reservations have been most problematic in the nation’s hottest dining destinations, including Chicago, Las Vegas, Miami, New Orleans and New York City, said Mike Whatley, vice president for state affairs and grassroots advocacy at the National Restaurant Association.
“It’s the places where there are those reservations that if you aren’t logging on right at midnight a month out to get the reservation, you’re not getting them, where these challenges have arisen, where you’re seeing piracy take place,†he said.
Whatley added that this wave of state legislation is reminiscent of one that followed the rise of third-party delivery services such as DoorDash. In some cases, delivery platforms posted restaurant menus and sent drivers to pick up orders without permission.
“And restaurants were going, ‘Hey, why am I on this website? I didn’t give authorization for that,’†he said.
Whatley said some restaurants have responded to reservation traders by requiring deposits to make reservations, decreasing the likelihood of no-shows.
“There’s a lot of interest in states where this isn’t a problem yet, getting ahead of it and just passing something on a bipartisan basis so that it never becomes a problem down the road,†he said.
Commander’s Palace first learned of these platforms early last year when a customer asked why he couldn’t get a table on the restaurant’s website but saw one for sale on Appointment Trader. Woodruff said the new law is important because the restaurant and its reservation vendor struggled to tell which reservations came directly from customers and which came from reservation traders.
“It didn’t feel like we could fight it effectively on our own in house, because it’s like a game of Whac-A-Mole,†he said.
Proponents of reservation trading platforms argue they can provide customer flexibility. But Woodruff says it’s only those websites that are winning — while consumers and restaurants lose out.
In the foyer of the restaurant, Woodruff pulls up a big screen at the podium displaying the tables for every meal service. The restaurant is a must-stop for many tourists, but it’s the locals who keep the place running year-round.
Wearing a white shirt and black braided leather suspenders, Woodruff scrolls back to the recent Mother’s Day brunch service. The screen shows the history of each customer. Some have dined here dozens of times, some more than 110.
“These people spend every family special occasion with us,†he said. “There’s an awful lot of local goodwill that I try and cultivate.â€
The top restaurant trends in 2025
The top restaurant trends in 2025
Restaurant owners entered 2025 feeling optimistic, according to data from the . With costs rising and time more valuable than ever, restaurants are exploring new strategies to optimize operations, improve guest experiences, and drive revenue. To understand restaurant leaders' current goals and challenges, as well as what customers want from dining experiences this year, collaborated with Bredin to survey 2,000 restaurant owners and managers and 4,000 customers across the United States, the United Kingdom, Canada, and Australia. After analyzing survey results, insights from the Square restaurants team, and interviews with restaurateurs across the globe, here are the most compelling trends shaping the food and beverage industry.Â
Time constraints are pushing restaurants to invest in technology
Staffing challenges have eased up for operators. The majority of restaurant owners (60%) said hiring has become easier this year, compared to last year. But that has not made running a restaurant any less demanding. Instead, three in four owners said they are spending more time on business operations than they did a year ago. Business strategy, management, and marketing/social media are the top three areas eating up the most time for owners.
To make things easier, owners are turning to technology and using tools like AI-powered scheduling, all-in-one management systems, and self-service kiosks to streamline operations and reduce administrative headaches. For example, Vernon Lindholm, co-founder of , uses payroll management software to streamline payroll and ensure timely staff payments.
For restaurant owners looking to optimize efficiency, investing in technology that automates repetitive tasks, such as inventory management and order tracking, can free up valuable time. Choosing scalable solutions that can be tailored to your specific needs can help you focus on growth and long-term success.
Restaurants will need to pull new levers to meet customer expectations
In response to economic challenges, nearly all restaurant leaders surveyed (98%) adopted or expanded their discount offers last year to attract customers and to keep their businesses afloat. One-third of restaurant managers introduced various programs for customers, including loyalty program discounts. While these initiatives have generally improved diner experiences, they have also raised customer expectations. Half of consumers expect restaurants to maintain or add to their current value offerings in 2025.
This presents a challenge for restaurant owners, as 73% planned to increase prices in the next 12 months to offset rising costs. Restaurants must find ways to stay profitable while offering customers a good deal. Instead of raising prices across the board, savvy owners might consider adjusting pricing on bestselling items, as demand for these is less price-sensitive. However, relying on guesswork is no longer enough. Restaurants need robust analytics tools to gain clear insights into what's working and what needs improvement.Â
Adopting a data-driven approach has worked well for Alex Donley, co-owner of , a century-old business that has boosted its catering business by 500% with Square restaurant technology. "Instead of having a meeting about our gross sales, we're getting more granular with these reports," Donley said. "We know that last February we sold this amount of hot salami, and this February we sold this amount. What's the difference? What did we do wrong? Or what did we do right? It makes us a more efficient business, which ultimately makes the customer experience better."
Automation in restaurants is necessary — but also divisive, if you ask customers
Restaurant owners are in on technology adoption and automation. Eight-five percent (85%) of restaurant owners said they plan to invest in technology to improve business. More than 75% believed that AI and automation will improve key areas, such as inventory management, payments, and marketing. Owners who have incorporated these technologies , especially with back-of-house operations, and they are open to exploring more. About one-third of restaurant leaders agreed that automation technologies like self-service kiosks and kitchen display systems (KDS) increase productivity and reduce ordering time.
While business owners are largely optimistic about automation, consumer opinions are more divided. In fact, more than a quarter of diners didn't want restaurants to use any form of automation at all. Others (74%) were only open to restaurants adopting automation in essential areas where they are short on staff. This is seen as understandable, as nothing can replace the human contact between diners and front-of-house staff.
Savvy owners will have to find ways to automate without losing the human touch. For example, adopting a robust kitchen display system can speed up order processing while freeing up staff to engage with customers, a win-win in terms of efficiency and customer experience.
Loyalty programs are key to boosting the most important business numbers
are no longer just a nice-to-have in 2025. Data from our survey show they are essential for growth. Eighty-three percent of restaurant leaders with loyalty programs said they drive larger orders and repeat visits and have provided a return on investment. Restaurants like have used loyalty programs to drive organic growth and to build a strong customer base. It's no surprise that 71% of restaurants planned to increase their investments in loyalty or rewards programs in 2025.Â
To ensure success, however, it's important to create a rewards system that customers actually want. Consumers said exclusive discounts, the ability to earn rewards, and personalization are top on their lists. TokyoTaco co-founder Jordan Hajek believes that delivering an experience the community craves is crucial for . "You really need to concentrate on building that local customer base and honing down and understanding who they are, what they want, where they come [from], how we get to meet […] and build connections with them," advised Hajek.Â
Digging into your restaurant's data can help you uncover offers that will resonate most with your customers. Whether you settle for points-based rewards, exclusive deals, or members-only perks, a well-designed program can significantly boost revenue and keep customers coming back.
Multiple revenue streams are key to restaurant growth
In 2025, like in previous years, restaurants plan to diversify into other retail products and services beyond their core offerings. The majority (76%) of restaurant leaders believed that expanding their retail or service offerings could unlock new revenue streams. Customers are on board with these expansions. About 51% purchased at least one of these new offerings last year, while 64% were interested in buying items not listed on the menu.
Given the green light from consumers, restaurants are finding creative ways to extend their brand beyond the dining room. Owners are experimenting with a variety of products and offers, from take-home sauces to branded apparel. Restaurants like have successfully launched take-home sauce packs and themed event nights to strengthen customer relationships.
For restaurant owners looking to diversify, can lead to big wins. Packaging bestselling sauces or offering limited-edition merchandise can provide a new revenue stream without major risk. To manage these experiments without impacting main business activities, you'll need flexible tools that can support new channels.Â
Customers want more convenient ordering and payment options
Social distancing during the COVID-19 pandemic fast-tracked the adoption of ordering technology, which has persisted to today. Surveyed restaurant leaders noted that online checkout and in-app pay drive the most orders, although customers consider traditional ordering and payment experiences, such as with a server or at a register, the most convenient. This disparity in restaurant and customer preferences is also seen in . While about four in 10 customers found them inconvenient, the majority of restaurant leaders said they were convenient for their businesses.
Overall, consumers want more ease and simplicity, with 59% saying they may never return to restaurants that offer complicated ordering and payment experiences. This may be the reason behind the growing popularity of self-service kiosks. While only 15% of surveyed customers last year said self-service kiosks were their preferred payment method, 64% of those surveyed this year acknowledged their convenience.Â
At , self-service kiosks have helped streamline the ordering process while increasing average check sizes. The restaurant has reduced wait times and increased sales as a result. "We've also seen shorter lines, less waste, and an increase in the average order, because it's so fast and easy for customers to add on extra items, like a coconut water or an Oakbar," says Maverick Bides, general manager.
Customers and restaurants don't really agree on fees
Like businesses, customers are responding to inflation and other economic pressures by cutting unnecessary costs. About 63% of diners said they've cut spending on restaurant purchases in the past 12 months. Customers understand that prices will go up, but they are reluctant to pay charges they consider unacceptable. More than half of the surveyed diners didn't want to pay credit or debit card usage fees, kitchen appreciation fees, living wage surcharges, and minimum tip settings. Interestingly, over a third of restaurants surveyed charge these fees, which they said are necessary to offset rising costs, and sometimes even for regulatory reasons.
This highlights the need for better communication about pricing strategies between restaurants and customers. Transparency is key. Clearly communicating why fees exist, whether on menus, websites, or receipts, can improve customer perception and reduce pushback. As competition for diners' dollars grows, maintaining trust will be critical.Â
Building a thriving restaurant business in 2025 and beyond
This year restaurants across regions and business types want to drive sales, save time, and respond better to evolving customer preferences. Many restaurant leaders plan to diversify their retail and service offerings to generate multiple revenues. With the right approach and technology, restaurants can boost their competitive advantages. For operators looking to stay ahead, 2025 is the year to embrace change, invest in smarter solutions, and craft experiences that keep customers coming back for more.
was produced by for its publication and reviewed and distributed by Stacker.
