How to Handle the Public Holiday Rush

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Scan-to-Order: How to Handle the Public Holiday Rush

Most F&B owners in Malaysia might not know that letting customers order through a QR code at their table, instead of lining up at a counter, is proven to boost orders. Customers who order by scanning a QR code at their table spend, on average 43% more than customers who order at the counter, as getting the time to scroll through the menu and consider the different dishes encourages them to order more.

It’s still the same menu as the one at the counter, so the only difference is how the order is placed. Letting customers order right from their table makes a big difference during busy periods, like a public holiday, when crowds are coming through the door and every table is full.

The Real Problems Your Staff Face On A Busy Day

On a busy day, the kitchen is not always what holds you back. You might not realise that another slow part is getting the orders into the system. When the place is full, a few things tend to pile up at the same time:

  1. Many tables are calling for attention all at once, and your staff cannot get to everyone fast enough.
  2. Items get missed when staff are too busy to write the order down properly.
  3. Customers wait too long before anyone can even take their order.
  4. Staff still have to walk to the terminal and key in every order by hand.
  5. Orders get misheard in the noise

 
Each of these adds a few minutes before the kitchen starts cooking and your seats turn over slower on the days you really need them turning over fast.

Customers Order Faster With Scan-to-Order

Scan-to-order takes the order-taking job off your staff. Each table gets a QR code that customers can scan to browse your menu, and their orders go straight to the kitchen from their own phone.

This changes how the rush feels for everyone. Customers can start ordering the moment they sit down, instead of waiting for someone to come over. Because they pick the dishes themselves, fewer orders get keyed in wrong. And since your staff are no longer stuck taking orders, the same team can serve and run food to more tables.

Customers also tend to spend a bit more this way. When they browse at their own pace with no queue building up behind them, they are more likely to add a drink or a side. That is where the higher spend comes from, turning a RM50 table into something closer to RM70.

In Malaysia, most customers are already used to scanning QR codes, like the DuitNow QR or Touch ‘n Go QR to make payments. So having scan-to-order QR codes at your table will be an easy and familiar process for them. Getting your own scan-to-order feature is easy to set up and manage within your POS system. 

How To Set Up Scan-to-Order

If your menu is already set up in your POS, step one is already done. There are four things to sort out before service:

  1. Tidy up your digital menu and make sure the names and prices are correct. Add photos to your bestselling items so they stand out.
  2. Print out QR codes for each table in a format that’s easy to spot, like a table stand or a sticker. 
  3. Walk your team through the order process so they know how to help any customer who has a question.
  4. Make sure to test out the order process before service starts, so the kitchen knows how it works.

 

If you are already using EPOS360, scan-to-order is already built into your POS. You do not need to install anything new or sign up for another tool. Just turn it on in your settings, set up the QR codes for your tables, and get started.

A public holiday is just one of many busy days. The same order-taking problem shows up at every lunch rush and every weekend too. Once you set up scan-to-order, it keeps helping you through all of those busy periods.