As restaurants increasingly rely on online orders to generate revenue, customer satisfaction hinges on how well your team performs. You need more than just the correct EPOS system; your restaurant staff must understand its usage to be fully optimised.
Customers become frustrated when they face a slow or error-prone ordering process and begin choosing different vendors. The good news? Proper training can prevent this. Let’s examine efficient methods to enable your team to manage online orders effectively while delivering uninterrupted service from order placement until delivery.
1. Familiarise Staff with Your Online Ordering System
The online food ordering system serves as the foundation for your digital business operations. Without proper navigation skills, your team will make mistakes and experience delays.
Start with hands-on training that covers:
- Teach your team how customers complete orders and how those orders show up in your EPOS system.
- Managing modifications, cancellations, and refunds
- Handling technical issues without disrupting service
Build confidence in your team through practice sessions using mock orders. A skilled team promotes efficient order processing that minimises mistakes and holds up times.
2. Prioritise Accuracy Alongside Speed
Customers want quick service delivery, yet rushing this process increases the risk of mistakes. When someone orders mild curry but receives a fiery hot dish, it might indeed lead to a negative review.
To maintain both speed and accuracy:
- Prepare food only after confirming order details with the help of checklists.
- Double-check modifications and special requests.
- Establish achievable preparation timelines to prevent staff from experiencing excessive pressure.
An effective ordering system for restaurants identifies high-priority orders and marks changes to help your team maintain accurate service delivery.
3. Staff need proper training to become proficient with the EPOS system.
Your restaurant’s EPOS system functions as an essential management tool for efficient order processing. Difficulties with system usage among staff leads to poor service delivery.
Make sure your team is comfortable with:
- Navigating the interface quickly
- Processing modifications and refunds smoothly
- Handling payments, vouchers, and loyalty points
- Managing high-volume orders during peak hours
After upgrading your EPOS system, make sure your staff understands how to use it by setting up refreshers and asking your provider for a demonstration.
4. Improve Communication Between Front and Back-of-House
Lack of communication between service personnel creates delivery delays, customer complaints, and inaccurate menu orders. Without proper instructions, kitchen staff will prepare incorrect dishes.
Train your team to:
- Always verify special requests before sending orders to the kitchen staff to ensure accuracy.
- Use concise and standardised order notes
- Minimise unnecessary back-and-forth communication
Restaurant ordering systems make this process more efficient by sending order information straight to the kitchen staff. Ensure your team takes advantage of this feature to minimise mistakes and increase operational effectiveness.
5. Conduct Live Order Simulations
The most effective training method for staff involves replicating real-world scenarios.
Set up a controlled exercise where:
- Your staff should practice processing orders quickly to simulate the busiest service times of the day.
- Staff process them using your EPOS system
- Speed and accuracy are tracked and reviewed
When employees receive feedback following practice sessions, they learn about their improvement areas before interacting with genuine customers.
6. Prepare for Peak Hours with Strategic Planning
Online orders experience a spike during weekends, holidays, and special promotional events. The service will turn chaotic instantly if your team lacks proper preparation.
Ensure smooth operations with:
- Designate specific tasks for team members by defining who will handle order processing, followed by packing duties, and conclude with final checks.
- The restaurant ordering system must provide priority processing for high-value and time-sensitive orders.
- Staff incentives for maintaining efficiency under pressure.
Following a structured approach helps minimise stress levels while making sure customers get their meals delivered at the right time.
7. Focus on Customer Service for Online Orders
The service provided to online customers should match the quality of service offered to guests dining in the restaurant. The absence of direct customer engagement does not mean the service process concludes at food preparation.
Train staff to:
- Answer customer inquiries promptly and professionally
- Provide realistic wait times rather than overpromising
- Handle complaints calmly and offer solutions
Specific restaurant ordering systems enable direct interaction between customers and staff. When your ordering system allows staff to communicate directly with customers, make sure your team takes full advantage of this feature to enrich customer interactions.
8. Make Training an Ongoing Process
Single training sessions fall short because ongoing refreshers maintain staff performance consistency and equip them to handle new challenges.
Keep your team sharp by:
- Holding monthly performance reviews and feedback sessions
- Inform them about the new capabilities within your EPOS system.
- Analysing customer feedback allows us to pinpoint areas that need enhancement.
Continuous learning among staff members ensures high service quality while minimising operational waste.
9. Recognise and Reward Staff Performance
Motivated employees perform better. Maintain high standards by recognising team efforts and offering incentives for excellent service.
Consider offering rewards for:
- Quick and accurate order processing
- Exceptional customer service
- Innovative ideas for improving efficiency
Aspiring to win a Restaurant award requires including your team in the process. Employees show increased motivation and engagement when they understand how their work leads to wider recognition.
10. Leverage Technology for Smarter Training
Training doesn’t always have to be in-person. Digital tools simplify operations by preserving time and maintaining uniformity.
Options include:
- Interactive tutorials for your EPOS system
- Video demonstrations of proper order handling
- Data analysis tools help supervisors monitor employee work patterns and pinpoint areas that need enhancement
Effective technology application makes training both engaging and efficient.
Final Thoughts
Online order management runs smoothly when the team receives proper training. Staff knowledge about your EPOS system and restaurant ordering system leads to fewer mistakes while speeding up service and keeping customers satisfied.
Provide comprehensive training programs while continuously improving procedures and acknowledge employees who deliver exceptional performance. By employing the proper strategy, your restaurant will create an effortless online ordering process, which could lead to winning a Restaurant award.
Looking to improve efficiency? Begin with properly trained employees and technological tools to help them.
