Modernize Your Guest Experience Without Losing the Human Touch
Some operators worry that adding a kiosk means losing the soul of their restaurant. They think a glowing screen replaces a smiling face. It is a valid fear because bad technology implementation kills hospitality. But when you do it right, technology does not replace the human connection. It deepens it.
We have seen this transformation first hand. Just recently, a Cuban fast casual partner implemented INFI and saw a 25.2% increase in kiosk sales after launch.
And there was more:
Their staff finally had the time to actually talk to and interact with guests. Their average ticket increased 9.6% because the system handled the upselling while the team handled the hospitality. And finally, their kiosk sales increased 44.2% YoY, driven by both higher order volume and larger check sizes.
Here is how you use strategic technology to create a warmer welcome.
Move Your Staff From Behind the Barrier
Think about the traditional counter experience. Your staff member stands behind a register with their head down. They are furiously typing into a POS system. They are not looking at the guest because they are looking at a screen, trying to make sure they don’t screw up an order.
That is not hospitality. It’s mindless data entry.
Self-ordering kiosks liberate your team from the register. When the administrative work of taking orders moves to the guest, your staff can step out from behind the counter. They can focus on things a machine can never do like clearing tables, checking on food quality, and genuinely asking about the guest experience. That’s memorable.
Adopt the Greeter Concept
If you want to kill the robotic feel, you have to change your entrance. Instead of a line of backs, guests should see a smiling face. We guide our partners to implement the greeter role. Instead of trapping your best people behind a cash register, station them in the lobby near the kiosks.
Their job is to welcome guests, open doors, and assist anyone who might be hesitant about the tech. This bridges the gap. A greeter can guide a first time user through the menu or answer questions about ingredients. It turns a processing moment into a hosting moment. Even better? Your guests will experience quick service when using a kiosk.
Use Data to Drive Relationships
A busy cashier during a lunch rush might not remember a guest name or preferences. A kiosk with a loyalty integration does. Seeing a welcome back message on a screen feels more personal than a blank stare from a stressed employee.
Consistency is a form of care. The kiosk never forgets to offer the rewards points a guest has earned. This reliability builds trust. It is the foundation of a great guest experience.
The Goal Is Guided Growth
We do not just ship you a box and wish you luck. Our Guided Growth approach ensures you have the playbooks to train your team and reconfigure your floor. We help you keep the heart in your business while you modernize your operations.
The transaction might be digital, but the fulfillment must be human. When a guest picks up their order, your staff should make eye contact and say thank you. Because they are not exhausted from taking 500 manual orders, they have the energy to make that moment count.
Ready to see how intelligent systems can make your restaurant feel more human? Reach out to an INFI growth expert today to build your custom growth playbook. We’ve spent years building the best kiosk for restaurants, and can’t wait to show you just how much it can change your business.
