Restaurant revolution: Is restaurant QR code ordering the industry's future?

SALT LAKE CITY — Walk into Sugar House Station in Salt Lake City, and you’ll find it’s very similar to any other restaurant in many respects: Cooks prepare the food, runners run the food to the tables and hungry diners eat said food. But there is one unique aspect to this restaurant, at least for a nice establishment like it, I never gave my order to a server. Owner Scott Evans said when deciding to open an upscale food hall with, technically, six restaurants, two bars and a coffee shop with multiple kitchens, the logistics were daunting. Specifically, how do you hire enough staff to cover 13,000 square feet of space and all its amenities, without hemorrhaging money? Evans found a solution in technology.

Fast-tracking the ordering process

Diners scan a QR code at the table, tap and order right from their phones. “You open up the camera just like in the pandemic, where we all learned how to do that,” Evans said of using a restaurant QR code. And you close out your tab on your mobile when you're done.“Is it the future? Absolutely,” said Tony Fernandez, CEO of MTech Mobility — a company that helps other businesses by developing tech solution to problems. Fernandez has worked with hospitals, retailers and any industry facing hard times. “It’s almost like it's always a hard time for restaurants,” remarked Fernandez. While that’s true, restaurant operators have really taken it on the chops since the pandemic. It’s facing higher labor costs, higher food costs and fewer people eating out. Hard times often lead to evolution. Which we have been seeing now for a few years, right? From ordering up our food through kiosks and apps, the industry has seen a surge in takeout and delivery. “If we learned our lessons, we learned that we have to have freedom,” said Fernandez. Freedom and flexibility. Restaurants need to be nimble, but so does the tech, he said. “The more you can do with the technology, the better off you're going to be,” Fernandez said. The upside of tech is obvious. Faster means more revenue for restaurants. And order errors are fewer when the customer inputs exactly what he or she wants.

Restaurant QR code reception 

But do you lose a little something in the dining out experience when you're staring at your phone rather than hearing the specials from a server? “I think it’s a balance, to be honest with you,” Fernandez told me. “We didn't want to force everybody to do it,” said Evans.Sugar House Station still has physical menus. “I still like looking at a menu,” Evans said. “And a lot of our guests do.” Some folks prefer reading a traditional, hard copy menu before ordering their meals through their smartphones. And for those who still want the full table experience, Sugar House Station still employs staff that will take orders. But, for the most part, Evans said the feedback he gets on QR ordering has been positive, especially on busy nights. “Makes it that much easier to enjoy the space and not wait for that other beverage or that other taco,” he said. Evans, who also runs several upscale, white tablecloth joints in town, doesn't think this tech is right for all establishments. At least, not yet. “I still think fine-dining, elevated-dining — it doesn't have a big play,” he said. But it plays well, in a place like Sugar House Station. “I think it’s great,” said Evans. “Honestly, I think it’s great.” And for employees? It can mean less running around, and more time to focus on service and tips. Evans said his employees are being tipped at about the same level though their QR ordering model.

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