INSIGHTS · IN THE RESTAURANT
Kiosk or Counter Ordering: Which Is Right for You?
Most restaurants don't need to choose. The real question is how many orders should move to kiosks, and what your team does with the time.
The Short Answer
Use kiosks when queues cost you sales at peak hours. Keep a counter for guests who want to ask, and for anyone who prefers a person. Most busy restaurants run both.
What a Kiosk Does Well
- Handles the rush. Several guests order at once, without several tills.
- Never forgets the extras. Every guest sees the sides, the drinks and the upgrades.
- Takes its time. Guests browse without holding up a queue.
- Frees your team. Staff move from taking orders to preparing and serving.
What a Counter Does Well
- Answers questions. New guests and complex orders go faster with a person.
- Feels personal. Some brands are built on the greeting.
- Needs no floor space. You already have it.
Four Questions to Decide
- How long is your queue at peak? If guests walk out, kiosks pay back fastest.
- How do your guests pay? If many pay cash, choose a kiosk that takes it. Some kiosks have a cash recycler built in.
- How much floor do you have? A compact 22-inch kiosk can sit on a counter or hang on a wall.
- Who brings the food? Kiosks pair well with table service. Guests sit down, and a tracker shows your crew where they are. The manufacturer reports 20 seconds less waiting per guest with table service, compared with no technology.
A Simple Way to Start
Put in two kiosks beside the counter. Watch how many orders move across in the first month. Add more when the kiosks have a queue of their own.
Questions About Kiosks and Counters
Should a restaurant replace its counter with kiosks?
Rarely all of it. Most busy restaurants keep a counter for questions and run kiosks beside it for the rush.
Can kiosks take cash?
Yes, with the right model. The cash kiosk has a recycler built in, and every kiosk takes card and phone payments.
How many kiosks should I start with?
Two is a sensible start for most restaurants. Add more when the kiosks themselves have a queue.
Do older guests use kiosks?
Many do, especially with a clear Arabic and English menu. Keeping a counter open covers anyone who'd rather talk to a person.