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:
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.
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.
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:
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.
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.
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.
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.
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.
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.
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.