Overview
Craft Burger, based in the UK, operates in the fast-casual dining and takeaway sector, known for its freshly made burgers and indulgent desserts. Despite running with a lean team, the restaurant handles high-volume service periods efficiently, serving both dine-in and takeaway customers. Muhammad, the Supervisor, plays a key role in managing front-of-house operations, order flow, and staff coordination, particularly during busy trading hours. Their compact operational model has shaped how they use Foodhub’s technology to maintain speed, structure, and service consistency under pressure.
The Challenge
Craft Burger was grappling with significant challenges in its front-of-house operations. The core issue was managing customer orders during peak periods, especially evenings and weekends when footfall was at its highest. With only two staff members handling the front of house, taking orders, preparing desserts, and attending to walk-in customers, the workload quickly became overwhelming. This operational pressure manifested in several ways: queues formed quickly, staff were stretched between multiple tasks, and the pace of service became difficult to maintain. The team faced daily frustrations, juggling in-store orders, manual takeaway requests, and dessert preparation simultaneously. These challenges were more than just an inconvenience; they directly impacted speed, workflow, and the overall customer experience. The business needed a solution that could streamline orders, reduce pressure on staff, and help them maintain service quality during busy periods.
The Impact
Once operational, the kiosk quickly handled a substantial share of incoming orders, reducing queue congestion and freeing staff to focus on preparation and customer interaction. The result was a smoother service flow, faster turnaround times, and significantly less pressure at the counter during busy periods.
Execution Steps
Installing the kiosk in a strategic front-of-house location
Configuring pictorial menu displays for faster and clearer customer selection
Training staff to manage kiosk orders alongside kitchen workflows
Syncing the kiosk directly with the EPOS system for real-time order management