GLOSSARY

Decentralized Ordering

Decentralized ordering refers to a system where customers can place orders directly from multiple points, such as tableside devices, mobile apps, or kiosks, rather than through a central point of contact like a waiter or cashier.

What is Decentralized Ordering?

Decentralized ordering in restaurant management is a system that allows customers to place their orders independently, often through various digital or self-service options, such as kiosks, tableside tablets, mobile apps, or even through online platforms. This model can also provide greater convenience, reduce human error, and enable restaurants to manage peak hours more effectively.

 

Components of Decentralized Ordering:

  1. Self-Service Kiosks: Digital kiosks installed at the restaurant where customers can browse the menu, customize their order, and pay without interacting with a server.
  2. Mobile Ordering Apps: Restaurant-branded apps that allow customers to place orders from their mobile phones either before arriving at the restaurant or while seated at the table.
  3. Tableside Ordering Devices: Tablets or other digital devices at tables that allow customers to browse the menu, place orders, and request services directly from their table.
  4. Online Ordering Systems: Customers can place orders remotely for take-out or delivery through an online platform or app, bypassing the need for in-person interaction.
  5. Order Customization: Decentralized systems often include the ability for customers to customize their orders easily, ensuring that each guest can tailor their meal to their specific preferences.

 

How to Implement Decentralized Ordering Effectively?

  1. Invest in Technology: Select the right digital tools (kiosks, apps, tableside devices) that align with your restaurant’s needs. The technology should be user-friendly and integrate smoothly with your point-of-sale (POS) and kitchen systems.
  2. Staff Training: Train your staff to support the decentralized ordering system, ensuring they are comfortable with handling issues like device malfunctions, customer inquiries, and payment troubleshooting.
  3. Menu Design: Optimize the digital menu for a user-friendly experience. Ensure that the menu is clear, visually appealing, and easy to navigate on screens of various sizes.
  4. Hybrid Model: Many restaurants combine decentralized ordering with traditional service to offer a hybrid experience. Servers can assist with technical issues, suggest menu items, and handle payments when needed, creating a balance between automation and personalized service.
  5. Streamlined Communication: Ensure that orders placed through decentralized systems are communicated efficiently to the kitchen and staff, minimizing errors and ensuring quick delivery of food and beverages.

 

Benefits of Decentralized Ordering:

  1. Increased Efficiency: With customers placing their own orders, staff can focus more on service tasks like food delivery and customer interaction, leading to faster order processing and shorter wait times.
  2. Reduced Human Error: By automating the ordering process, restaurants can minimize mistakes that typically occur when servers take orders, such as misheard requests or incorrect inputs.
  3. Customer Empowerment: Decentralized ordering puts control in the hands of the customer. They can browse the menu at their own pace, customize their orders easily, and skip the need to wait for a server to take their order.
  4. Higher Order Accuracy: Automated ordering systems often include features like order confirmation and customization options that help ensure the accuracy of the customer’s order.
  5. Cost Savings: Decentralized ordering can reduce labor costs by minimizing the need for servers to take orders manually. It also reduces the pressure on front-of-house staff, especially during busy times.
  6. Increased Sales Opportunities: Some decentralized systems can suggest add-ons, pairings, or upgrades based on the customer’s order, which can increase average ticket sizes.

 

By adopting decentralized ordering, restaurants can streamline operations, improve customer satisfaction, and optimize efficiency, especially during peak dining times. It allows customers to enjoy a more personalized and quicker ordering process, while staff can focus on delivering excellent service and managing the dining experience.