Should Your Restaurant Use a Handheld POS System?

Restaurant servers don’t have a hard time hitting their step goals — time on your feet and plenty of back and forth comes with the territory. That’s largely because the traditional front of house, with its kiosk-based point-of-sale (POS) system, doesn’t leave them much choice. 

Here’s an example what a server can expect from taking care of a typical table of four: 

• First, the server arrives to take drink orders and heads to the POS to punch them in. 
• Next, they return with drinks and take the table’s appetizer and entree orders. 
• After another trip to the POS to queue up food, the server returns to see about refills
• Then, the second round goes into the POS, the server drops off food, and takes some last-minute orders for sides and extras back to the POS
• Once they’ve dropped off those add-ons, our server can enjoy a short break (from this table, at least)
• Now they’re headed back to the table to ask about dessert orders and back to the POS kiosk to submit these last items
• Finally, they’ll drop the check, pick it back up, and return to collect the tip. 

Though this reads like an epic, veteran servers would hardly call this an especially demanding group of customers. What’s more, it’s just one of dozens of tables this employee might serve on any given night. We haven’t even mentioned any time they might spend waiting for other servers to enter orders at the POS kiosk or switching out receipt paper. 

Handheld Point-of-Sale for Restaurants: The Basics

How can operators give their servers a break and better serve hungry customers? By making their points-of-sale mobile. When a server uses the POS in their apron pocket, the kitchen staff can fire up orders almost instantaneously. Payment integrations help eliminate more of the back and forth, enabling customers to swipe or tap to pay and tip within seconds. 

Benefits of Handheld POS Systems

According to the National Restaurant Association’s 2024 Tech Landscape Report, just under half of full- and limited-service restaurants (48%) will invest in point-of-sale solutions over the next year. Payoffs include:

• More tables with less stress: According to estimates from Toast, a POS solution provider, handheld systems help restaurants turn tables up to 20% faster without asking servers to work harder than they already are. Eliminating wait times and back and forth will allow servers to enjoy the occasional breather while still bringing drinks and food to tables more quickly.  

• Fewer wrong orders: In the past, order accuracy may have slipped because of imperfect memory or illegible handwriting. When servers can input orders directly into a mobile device, they all but eliminate the chances of a mix-up and dramatically simplify their jobs. No more scrambling to keep orders from multiple tables straight or digging through apron pockets for tickets!

• Faster, simpler checkouts: Handheld and tableside POS systems streamline the full dining experience, from ordering to checkout. Many systems accept newer forms of payment such as Google Pay and Apple Pay and feature tap-to-pay compatibility. That’s far simpler and less time-consuming than the traditional method of running cards to and from a kiosk-based POS. 

• An avenue for advertising: Bringing the point of sale device tableside makes it easier than ever to sell both new and returning customers on the value of signing up for your loyalty program. Highlighting the right membership perk or touting potential savings opportunities could get customers to sign up on the spot. You may find that this method of driving sign-ups is more effective (not to mention more cost effective) than other promotional marketing channels. Toast reports that customers have seen sign-ups increase tenfold thanks to its mobile POS technology. 

• A lifesaver during busy hours: If you’ve got more customers than you can handle, a handheld POS device could serve a valuable “line-busting" role. Whether you deploy the solution to capture reservation details or punch in takeout orders, it can useful for minimizing the time your customers spend just standing and waiting.

All of this adds up to happier customers and a happier staff. Speedy service, short wait-times, and the chance to save with loyalty points will all turn customers into regulars and spread positive word of mouth. Engaging with happy diners and collecting better tips without extra effort can help you boost employee retention at a time when restaurants can’t afford to lose employees.

Choosing the Right Handheld Point-of-Sale for Restaurants

The restaurant tech landscape is just as crowded as the restaurant industry itself. Surveying all the available options, sorting out the best-fit contenders, and making the most of investments can overwhelm even veteran operators. 

We spoke to a restaurant tech expert for his thoughts on reviewing, implementing, and getting the highest possible ROI from handheld points-of-sale for restaurants. Andy Freivogel, the co-founder and CEO of Science on Call, shared quick tips, identified common pitfalls, and described what to expect from the mobile POS marketplace.

What’s on the Menu? 

If you’re already using a cloud-based POS solution, chances are you can transition to handheld sales without switching providers. Taking your front of house into a new era may not even require sitting through a sales presentation. Freivogel estimates that nearly 80 to 90 percent of POS solutions offer some type of handheld option. This includes popular providers such as Lightspeed, Square, and Toast. 

If you haven’t transitioned to a cloud-based system, though, you may need to switch providers. Handheld technology “is an area where the legacy POS solutions, like NCR Aloha and [Oracle] MICROS, have really fallen behind,” Freivogel warns.

Don’t forget to ask your provider about how the POS system will integrate with the rest of your tech stack or if there are additional opportunities to innovate. Pay-at-the-table integrations are especially important for realizing all the benefits noted above. 

Would You Like a Mobile Device With That? 

If you need to find a new provider, Freivogel recommends looking for providers who offer their own proprietary handheld devices.  Fortunately, all the handheld-friendly companies named above fit the bill. 

To minimize the risk of dropped devices or complicated on-boarding, ask the sales rep if you can take their solution for a test run. Trials can help you pick out solutions that are easy to manage and unlikely to disrupt your usual workflows. Your team will appreciate the opportunity to familiarize themselves with new tools in a low-pressure setting instead of trying out a potentially complicated POS solution for the first time during a busy shift.  

It may seem as though allowing servers to upload POS systems to their own phones and tablets would offer added convenience. Freivogel warns, however, that this approach has its own sets of challenges and liabilities. Think of the added complications if a server breaks their phone or is distracted by incoming texts and calls. 

Check, Please!

In addition to upfront costs of $300 to $600 for hardware, switching to handheld point-of-sale for restaurants typically means paying subscription fees on a per-device basis. Depending on the number of devices they purchase, Freivogel recommends budgeting an additional $25 to $30 each month for subscriptions. 

Remember, though, that you shouldn’t make an investment like this based on price alone. As Freivogel puts it, “Cost is an issue, but without reliability and performance, it’s not worth doing, even if it’s free.”

Beyond standard costs, you may want to invest an extra $100 or so for a shockproof case. That may sound steep, but Freivogel stresses the importance of keeping new devices safe. Deep-pocketed aprons offer another level of protection for costly and fragile POS technology. 

Save Room for Training, Onboarding, and Troubleshooting 

Introducing new mobile POS technology is a big move. As such, you should make sure to keep your team looped in on the selection process and set aside the appropriate time for onboarding and training. Freivogel says operators should give their staff at least a few hours to try out devices before sending them out to brave a crowded dining room. 

Since providers don’t typically offer robust onboarding and training programs, operators need to take the lead in introducing their teams to new technology. Make sure to build in time for hands-on lessons in taking orders, managing payments, and addressing common issues.

Learning the ins and outs of the system ahead of time will ensure front-of-house employees feel confident in their abilities during peak hours. After the initial training, don’t forget about assessments to check for understanding and refreshers to make sure your staff is getting the most out of the tech's available functions.

Introducing a new POS solution may also mean adding new processes to your opening or closing shifts. For example, how will your team handle charging mobile devices overnight? Without a plan in place and a well-trained closing staff, “the morning crew could be in for a rocky start,” Freivogel points out.

Should Your Restaurant Adopt a Handheld Point of Sale?

You’re the best person to answer that question, but Back of House can help you explore your options. Our guide will help you learn more about how to pick the ideal solution for your restaurant’s needs, the size of your staff, and your technology budget.