In 2019, self-service kiosks set out to re-engineer the entire airline industry. The traditional counter check-ins promoted long lines, disgruntled customers, and high labor costs. By 2019, 80 percent of frequent fliers checked-in via a self-service kiosk compared to only 20 percent just eight years earlier.
Fast forward to 2019. Self-service kiosks are expanding into almost every industry, including the restaurant industry, at exceptional rates. From your typical fast food restaurant to your favorite enterprise chain, restaurant operators are transforming their ordering model to incorporate self-service kiosks, tableside ordering, or online/mobile ordering. Guests want convenience and in the restaurant setting, that means the ability to order what they want without staff interaction.
When looking at a restaurant ordering experience, it goes beyond a single point of sale terminal. The ordering and payment process should consist of an omni-channel approach, meaning traditional POS terminals, tableside or handheld ordering, self-service kiosks, and mobile or online ordering. While many restaurants think they can do without self-service kiosks, the trends outlined in the following sections show otherwise.