How does your solution integrate with my current tech stack and operational workflows?
Most hospitality operators already rely on a range of platforms across front of house, back of house, and head office. Your new tech needs to play nicely with what is already in place. This includes integrations with your electronic point-of-sale (EPOS), payment gateways, booking systems, kitchen display systems (KDS), inventory management tools, delivery aggregators, and loyalty platforms.
Ask the supplier for a full list of certified or native integrations. Also, clarify whether these are one-way or two-way data connections. For instance, if the system captures sales data, can it also send that information to your reporting dashboards or accounting software automatically?
Equally important is how the tech fits into your operational routines. Will staff need to learn multiple systems? Does the solution reduce steps in a service flow or add friction?
What to listen for: A good supplier will understand not just the technical integrations but also how their product fits into the day-to-day rhythm of your operation, from pre-shift prep through to cashing up and reporting.
What is your onboarding and training process, and how do you support operational rollout?
Implementation is make-or-break. Even best-in-class tech can fall flat if rollout is rushed or support is lacking. You should get a clear understanding of how onboarding is structured. Ask how long it typically takes from contract signature to go-live, and whether you will be assigned a dedicated implementation manager.
For training, find out whether resources are delivered via in-person sessions, video modules, interactive manuals, or a combination of methods. Also, enquire whether training is tailored for different user roles — for instance, general managers, floor staff, kitchen teams, and finance leads will all need different levels of detail.
In multi-site operations, consistency is key. Will the supplier help you standardise configurations across locations? Do they offer a templated approach to deployments?
What to listen for: Robust onboarding should include a phased rollout plan, live support during first service, and access to training that is scalable across teams and sites.
What does ongoing support look like post-launch, and how are issues resolved in practice?
The true test of any supplier is not the sales pitch but what happens when things go wrong. You need to understand their service level agreement (SLA). Ask what their average response time is, what hours their support team is available, and whether help is offered via phone, live chat, email, or ticketing system.
It is also worth asking whether support is delivered in-house or outsourced to a third party. For mission-critical systems such as payments or order flow, even short outages can cause chaos. Some operators prefer suppliers that offer proactive system monitoring or customer success check-ins to flag issues before they escalate.
Also, find out if you get a named account manager and whether there is a clear escalation process if support queries are not resolved to your satisfaction.
What to listen for: A reliable partner will be transparent about support metrics and will have a track record of resolving issues quickly, particularly during service hours when downtime can cost revenue and customer trust.
How will this solution deliver commercial value and operational efficiency for my business?
You are not investing in tech for its own sake. It should either drive revenue, reduce costs, streamline operations, or ideally, all three. Ask the supplier for case studies or benchmarks. Have they helped other venues increase table turns, reduce wait times, cut labour costs, or reduce stock variance?
If the solution includes reporting or insights, find out whether it offers predictive analytics, such as forecasting demand or suggesting optimal staffing levels. Can it identify high-margin menu items or flag underperforming shifts?
Beyond efficiency, there is also customer experience to consider. Will it improve personalisation, reduce friction at ordering and payment, or make delivery more seamless?
What to listen for: A strong supplier will be able to link features to tangible outcomes, ideally with real-world numbers from other operators in your segment. Look for specifics, not generic promises.
What is on your product roadmap, and how do you incorporate customer feedback into development?
Technology evolves quickly, and you want to be sure the product will grow alongside your business. Ask what features are planned for the next six to twelve months and how often updates are released. Do they follow a regular product sprint cycle? Are those updates included in your licensing, or do they come at an additional cost?
It is also important to understand how the supplier handles feedback from customers. Is there a formal process for suggesting improvements? Do they run user groups, beta programmes, or advisory boards?
This question can also reveal how well the supplier understands sector trends. Are they exploring areas like automation, ESG reporting, AI-driven upselling, or next-gen loyalty?
What to listen for: A forward-looking supplier should be transparent about their roadmap and demonstrate a commitment to continuous improvement that is aligned with emerging challenges in the industry.
Selecting a tech partner is not just about ticking boxes on a features list. It is about finding a company that understands hospitality, respects the operational realities of service, and is invested in your long-term success.
The best suppliers act as strategic partners — not just software vendors. By asking smart, structured questions upfront, you can avoid costly missteps and choose technology that genuinely helps your restaurant thrive.
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