A restaurant’s success greatly depends on its customers’ experience. From seamless item selection to payment, self-ordering kiosks improve a customer’s ordering process. Different types of restaurants have different needs. As a reseller, you’ll need to understand whether a self-ordering kiosk fits a restaurant’s processes and addresses its customers’ needs.
In this article, you’ll learn about how a self-ordering kiosk works in a restaurant. We’ll also discuss how the kiosk ordering process works for cafes, food courts, fast-food chains, and other types of restaurants.
1. Customer Browses Menu Items
Caption: A restaurant’s food and drink menu is displayed on a self-ordering kiosk [Image: Ordering Stack]
A self-checkout kiosk lets customers complete their order on their own. These kiosks are often placed near the entrance of a restaurant so customers can easily access the machines.
In this setup, a customer doesn’t have to fall in line for a cashier to take their order. Most restaurants typically have a few machines for customers to use so queues are efficiently managed. Reduced line wait times are one of the benefits of self-checkout kiosks.
In this step, a customer views the restaurant’s menu on the kiosk. Item variations, prices, bundle deals, and other promotions are also displayed.
Quick-service restaurants, fast-food chains, and restaurants with standard menus are a great fit for a self-ordering kiosk setup. Even with seasonal or limited menu items, the food and drink selection remains relatively the same. Because of this, restaurant owners can easily maintain and update the items displayed on their kiosks.
2. Customer Selects and Customizes Order Items
Caption: Customers can customize their order using a self-ordering kiosk [Image: Square POS]
After browsing the menu, customers select the items they want to order. In this step, they choose the item quantity, size (small, medium, or large), and indicate any order customizations. Here, they can request additional pickles for their cheeseburger and view the cost of that modification on the screen.
The best self-service kiosk manufacturers create kiosks with highly responsive touschscreen display screens. Each is designed to be easy to use so customers have a seamless self-checkout experience.
Similarly, restaurant owners can program their kiosks to note customers’ dietary restrictions and allergens. When applicable, the necessary modifications are recorded in the system along with the order. Aside from this, kiosks can be programmed to note if an order is for dine-in or takeaway.
After selecting their menu items on the kiosk, the kiosk displays the customer’s order. Customers can still remove or change their order at this point.
3. Customer Pays for Order
Caption: Self-ordering kiosks enable customers to pay for their order on their own [Image: Bimi Self-service Checkout Machines]
Once the customer confirms their order and views the total price, they’ll select the checkout button. The self-ordering kiosk will present payment methods for the customer to choose from. When choosing the right self-service ordering kiosk for a business, ensure it can accept multiple payment methods such as:
- Credit or debit card
- QR code
- Mobile wallet
- Cash
- Contactless payment
After selecting the mode of payment, the customer can now pay for the order on the kiosk. One of the main differences between a kiosk and a POS system is that customers can complete their orders independently. Kiosks are linked to a restaurant’s POS system for this capability. Afterward, the kiosk prints a receipt.
Each order is assigned an order number, so the machine typically prints out an order number slip. A customer will present this slip when the order is ready to be collected.
Kiosks can also scan a customer’s loyalty program ID so they can receive perks and rewards. These machines will need a barcode scanner and/or QR code reader.
4. Kitchen Receives and Prepares Order
When a customer completes their payment, the POS system transmits the order information to the kitchen display system. One of the reasons why a restaurant needs a kitchen display system is to efficiently track orders. This includes orders made by customers on self-ordering kiosks.
A restaurant’s kiosk, POS system, and kitchen display system all work together so staff can fulfill orders. When the kitchen staff views the order details on the KDS, they can see the customer’s item modifications and requests. The KDS enables them to accurately prepare customers’ orders. It also helps them complete the order on time.
5. Customer Receives Order
One of the ways a KDS works for a restaurant is that it enables kitchen staff to send order updates. When the kitchen is done preparing an order, the order status is updated on the KDS. From “preparing,” kitchen staff can now mark it as “ready for collection.” Then, the status update is synced on the POS system.
Restaurants with self-ordering kiosks usually have large display screens to show these updates. At this point, the customer’s order number will be shown in the “ready for collection” category.
The way an order is collected by a customer depends on the restaurant. Some restaurants have a self-service section where a customer shows their order number before collecting their items. This is common for takeaway orders. On the other hand, restaurant staff delivers a dine-in customer’s order to their table.
6. Gain Customer Insights
A restaurant gains more than just sales thanks to its self-checkout kiosks. These machines also help restaurants understand their customers more.
Self-ordering kiosks learn customers’ preferences and purchasing behaviors. Through customer interactions, the kiosks can identify the most popular menu items. With this data, restaurants can increase inventory for these items.
Improve Customer Loyalty
Restaurants can also use kiosks to improve their relationship with their customers. For example, kiosks can be programmed to ask customers whether they want to receive marketing emails. When a customer signs up, the restaurant can send exclusive promos.
Furthermore, restaurants with a loyalty program can also benefit from kiosks. Customers can collect rewards whenever they place an order. Kiosks can be customized to have barcode or QR code readers so customers can scan their membership IDs. Through this, a customer increases their loyalty perks just by using a self-ordering kiosk.
Examples of Self-ordering Kiosks at Work in Restaurants
Self-service kiosks are a great fit for many types of restaurants. The easiest way to know whether this setup will work for your customers is to check their menu and processes.
First, kiosks work best if there is a standard menu where customers can easily select their order. For example, most customers will already be familiar with the items of a burger restaurant chain.
Next, you’ll need to look at a restaurant’s foot traffic and peak hours. If there are long lines during the lunch or dinnertime rush, adding kiosks can reduce wait times.
A hybrid setup with self-service kiosks and cashiers is a good option for restaurants with a lot of foot traffic. Kiosks provide customers with another option for placing their order. It also ensures customers who prefer ordering through a cashier can still do so. This also enables restaurants to maximize their store space while processing more transactions.
Cafe
A cafe has standard menu items such as coffee, tea, and some food options. Cafes with a lot of customers at different times of the day can benefit from having kiosks.
With these conditions, customers are most likely familiar with the cafe’s menu items. Customers can simply view the menu and place their orders on self-service kiosks. Moreover, this provides customers with a pleasant in-store experience, which improves their loyalty.
Adding kiosks will speed up the order-taking process. If a cafe has limited store space, kiosks can be placed on countertops to maximize the space. Furthermore, kiosks can also be placed on walls or floor stands depending on a cafe’s floor area.
Food Court
Caption: Bimi offers self-service kiosks with AI food recognition capabilities [Image: Bimi AI POS]
Food courts receive a high number of orders, especially during peak hours. Cafeteria-style food courts can receive and fulfill a lot of orders more efficiently using kiosks.
A customer puts food and drink items on their tray as they go around the food court. Then, once they are ready to pay for their order, they will approach the kiosk.
Bimi manufactures AI POS self-service kiosks with AI food recognition capabilities. A customer only has to place their tray in front of the AI camera so it can scan their items. After the items are scanned, they are accurately identified and displayed on the screen. Item prices and discounts are also displayed. Then, the customer can pay using a QR code or other methods.
Happier Customers Thanks to Self-ordering Kiosks
A self-ordering kiosk provides a restaurant’s customers with a quick and easy ordering process. It enables customers to order, customize, and pay for their order on their own. A restaurant’s kiosk also syncs with its POS, KDS, and other systems for efficient workflows. Kiosks also help restaurant owners can also learn more about their customers to boost their loyalty.
Looking for a custom self-ordering kiosk for a restaurant? Bimi manufactures specially designed kiosks to fit a restaurant’s processes and customers’ needs. It offers 15.6”, 21.5”, 27”, and 32” kiosks that can be mounted on floor stands, walls, or countertops. You can also add built-in receipt printers, QR code scanners, and other custom hardware to Bimi’s kiosks.
Frequently Asked Questions (FAQs)
1. Can you use self-ordering kiosks in fast-food restaurants?
Yes, you can use self-ordering kiosks in fast-food restaurants. In fact, kiosks are a great fit for a fast-food restaurant’s high volume of transactions. Self-service kiosks reduce line wait times and provide customers with a good alternative to ordering at a cashier counter. This is especially helpful during peak service hours.
Fast-food restaurants typically have menus that customers are already familiar with. This also helps them easily order their favorite items on a kiosk.
2. How do self-ordering kiosks help restaurants maximize their floor area?
Self-ordering kiosks can be placed on floor stands or mounted on walls or countertops to maximize a restaurant’s floor area. These configuration options provide flexibility for restaurants so they can strategically place their kiosks.
Restaurants can also choose a hybrid setup so customers can order using kiosks or through cashiers. This is especially helpful for restaurants that have a high volume of transactions during peak hours. Kiosks help businesses process more orders while providing customers with a smooth ordering experience.
3. How do self-ordering kiosks provide better experiences to a restaurant’s customers?
Self-ordering kiosks provide a restaurant’s customers with faster checkout times. Customers can simply place and pay for their orders on a kiosk. This also reduces line wait times, which can cause customers to have negative experiences at a restaurant.
A self-service ordering option is also beneficial for customers who prefer less staff interaction. Order customization and payment can all be done on a kiosk. This also prevents miscommunications about a customer’s orders.
4. What are the basic steps for a customer using a self-ordering kiosk?
First, a customer views the restaurant’s menu displayed on the self-ordering kiosk. As they’re browsing, the customer selects the items they want from the menu. They also select item quantities and modifications in this step.
After finalizing their order, the customer selects their preferred payment method on the kiosk to complete the transaction. While waiting for their order, the customer can view order updates on the restaurant’s display screen. When the order is ready, the customer can now collect their order.
5. How do self-ordering kiosks integrate with a restaurant’s POS system?
The restaurant’s kiosk and POS software determine how self-ordering kiosks integrate with the POS system. Some software companies offer kiosk software that is already connected to a POS system. However, some companies charge an extra fee for this integration.
Meanwhile, some kiosks don’t include kiosk and POS software. In this case, restaurant owners can connect their self-ordering kiosks to their POS system using APIs.
6. Do restaurant self-ordering kiosks have security features to keep customer data safe?
Yes, self-ordering kiosks have security features to keep customer data safe. Kiosks that process credit cards are required to comply with Payment Card Industry Data Security Standards (PCI DSS). Through this, customer data is encrypted and not stored in the system. This prevents customer data from being stolen in case of a cyberattack.
A similar security system is employed for other forms of payment. A kiosk doesn’t store sensitive customer information from contactless payments. Restaurant owners can also increase their kiosks’ security features using firewalls and other methods.
7. What features should you look for in a restaurant self-ordering kiosk?
A self-ordering kiosk should provide a seamless ordering experience to customers. To do this, it must have an intuitive interface that’s easy to navigate. The kiosk’s touchscreen display should have fast and accurate response times. The touch panel should be able to handle repeated inputs from taps and swipes.
A restaurant’s self-ordering kiosk should also include the right hardware so customers can complete their transactions. Barcode and QR code scanners, receipt printers, and card terminals are common examples of this.
8. Can self-ordering kiosks increase a restaurant’s sales?
Yes, self-ordering kiosks can increase a restaurant’s sales. Kiosks can display limited-time promos and bundle deals to create a sense of urgency so customers will purchase the items.
Furthermore, kiosks offer many opportunities for restaurants to upsell their menu items. Customers can increase their order size by upgrading their drink or meal.
9. Are self-ordering kiosks durable enough to withstand heavy daily customer use?
Yes, self-ordering kiosks are durable enough to withstand heavy daily customer use. The top kiosk manufacturers encase kiosks in aluminum, steel, and other durable materials. Touch panels are also coated in tempered glass to protect the screen from input force and surface damage.
In addition, the best kiosk companies conduct strict tests to ensure their machines perform as expected. For example, companies like Bimi conduct 72-hour aging tests to check each kiosk’s hardware and performance.
10. Do self-ordering kiosks work for all types of restaurants?
No, self-ordering kiosks don’t work for all types of restaurants. Kiosks are a great fit for quick-service restaurants and those with a high volume of transactions. Furthermore, restaurants with a casual dining experience benefit from using kiosks.
However, kiosks may not be a good fit for restaurants with a more intimate setting. These restaurants rely on providing personalized customer experiences. Fine dining restaurants are a good example of this.
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