1min
Picture a busy Saturday night in your restaurant. The tables are all booked, and your staff is juggling orders left and right. Now, add the pressure of an unwieldy payment system—suddenly, you’re left with queues at the till and customers anxiously waiting for receipts. Smart terminals, sometimes called payment terminals or card machines, are a modern-day solution to streamline these end-of-meal transactions. They offer multiple payment methods—chip and PIN, contactless, mobile wallet, and even QR code-based solutions. When your team knows how to handle these terminals instinctively, the entire payment process becomes as effortless as pouring water into a glass.
In the UK, contactless payments are growing exponentially. According to UK Finance, contactless accounted for nearly 60% of all credit card transactions in 2022. This trend isn’t slowing down, and in the restaurant world—where speed, convenience, and customer experience are vital—adopting smart terminals is no longer optional. In fact, some restaurants see up to a 15% increase in table turnover when they reduce friction in their payment process. By ensuring your staff can effortlessly use these devices, you stand poised to tap into an ever-growing customer expectation: convenient and quick service from the starter’s first bite to the payment’s last beep.
In the same way you’d collect all your ingredients before cooking a dish, you need to get everything prepped for your quick training session. This includes having the terminals fully charged (or connected to power), updated with the latest software version, and set with any relevant customisations—such as tipping options, integrated loyalty functions, or specific table numbers if your system supports them.
Think of this preparatory stage as your training “mise en place.” By taking these steps, you reduce stress, avoid confusion, and set the mood for a short but effective training session.
When time is of the essence, focusing on the fundamentals is critical. Think of it like teaching a new chef the core sauce recipes—once they have those essentials, they can whip up countless variations. In the realm of smart terminals, the “big three” fundamentals are:
Try to limit explanations to 60–90 seconds per fundamental. Reinforce by letting staff physically practise each step. Much like tasting the soup during cooking, hands-on experience cements their confidence.
Many UK diners still consider tipping an essential part of the dining experience. Tools like integrated tipping prompts can encourage patrons to reward excellent service. If your smart terminal includes a tipping screen or a custom prompt, your staff should know how to introduce it discreetly and politely, without making the customer feel pressured.
A short demonstration goes a long way:
On the flip side of the coin is refunds. Mistakes happen—maybe an incorrect order was rung up, or a customer changes their mind. Staff should feel at ease processing a refund or partial refund. This not only enhances the guest’s trust but also reduces friction for managers during a busy service. Train staff to swiftly navigate the refund options, confirm the transaction, and handle any accompanying receipt, if applicable. When your team is comfortable with both tips and refunds, it’s like they’ve mastered both the sweet and salty elements of a perfect dessert: they can adapt to any preference or mishap that might arise.
Smart terminals aren’t just about chip and PIN devices. More and more restaurants nowadays use QR code solutions—like the one offered by sunday—to allow guests to pay quickly and even leave a review. Here’s why QR codes can be a game-changer:
While QR codes operate differently from physical smart terminals, the principle is the same: staff should understand how to introduce the technology, assist less tech-savvy customers, and ensure that the payment is confirmed in your system. Dedicate one short exercise to scanning the QR code and following the payment steps on a personal device—this helps your team stand ready to guide guests who are unfamiliar with the process.
Some training experts claim role-play can reduce staff errors by up to 30%. That’s a significant number for a mere few minutes of practice. After explaining the basics, let each team member present a real-life scenario: perhaps a customer’s card is declined, or they want to split the bill between multiple payers. This method is akin to letting junior chefs design their first special—they learn through experience, adapt on the spot, and gain invaluable confidence.
Common role-play scenarios include:
With a few quick simulations, staff will see how easy it is to handle the occasional unpredictabilities that come with restaurant service.
Introducing new technology sometimes meets resistance. Indeed, staff who are used to more traditional card readers might find the switch intimidating. But just as your menu must evolve with changing tastes, your payment methods must keep up with modern diners’ preferences. A short, motivational talk can help shift staff attitudes from scepticism to eagerness:
When staff learn how to use new tools in under 10 minutes and see tangible upsides—like simpler end-of-night cashing up or more tips—enthusiasm almost always follows.
A condensed guide is like having a handy cookbook reference—teeny cheat sheets that show staff how to complete the most important functions on your smart terminal or QR code solution. This might include a small card pinned to the POS area or a digital file accessible on the back-office tablet. Whenever staff forget a step, they can glance at it quickly without halting service.
Your quick reference guide might include:
Better yet, keep it visually appealing. Use eye-catching graphics or icons instead of blocks of text—like garnish on a dish, these touches can make practical information far more inviting.
Learning doesn’t end once staff leave the short session. Encourage day-to-day practice while on the restaurant floor. Remind team members to keep an eye out for opportunities to adopt the new features, whether it’s encouraging digital tipping or scanning a QR code for the bill. If a misunderstanding arises, calmly clarify it. A single demonstration in a live setting can be more powerful than hours of theoretical training.
This real-time reinforcement ensures that employees don’t just learn how to use the smart terminals—they become comfortable and fluent with them, able to handle any payment situation swiftly and with a relaxed confidence that resonates with your customers.
Imagine you want to get everything done in under 10 minutes. Here’s a model schedule you can adopt. Think of it like a tasting menu where each course flows seamlessly into the next:
| Minute | Activity |
|---|---|
| 0 – 1 | Introduce the smart terminal, explaining its main features |
| 1 – 4 | Demonstrate a simple transaction (initiate, accept payment, issue receipt) |
| 4 – 6 | Walk through tipping, refunds, and any common queries like splitting bills |
| 6 – 7 | Quick introduction to QR-based payments and how to guide customers |
| 7 – 9 | Role-play with staff: declined cards, multiple payers, digital receipts |
| 9 – 10 | Recap key steps, hand out quick reference guides, and field questions |
In as little as 10 minutes, you can cover all the bases, leaving your staff well-equipped for a high-volume shift.
A local bistro in London was struggling with outdated card machines. They switched to modern smart terminals that offered contactless, mobile wallet, and QR code payments. However, the manager initially skipped formal training—assuming everyone would “figure it out.” The result? During the dinner rush, new staff dropped behind on transactions, confusion spread about how to apply tips, and customers faced longer wait times at the till. Some guests left without leaving a tip or a review, and a few commented on the slowdown in their Google feedback.
In response, the manager blocked out a 15-minute training window before opening the next day. Staff practised basic transactions, handling tips, and issuing refunds. They role-played a few possible “hiccups,” and by the time doors opened, everyone felt much more confident. That same evening, the bistro saw a smoother flow, a few extra tips, and even an uptick in positive online reviews. This short training session turned their initial chaos into a well-orchestrated performance.
There’s a bigger business angle to training your staff. Effective handling of payment terminals directly impacts not just daily operations, but also your wider restaurant goals.
When your staff feel fully equipped to handle these devices, your restaurant can leverage the terminals’ full capabilities—like integrated loyalty programs, data analytics, or special promotions. Ultimately, adopting new tech is only as valuable as the people who know how to use it.
Technology evolves quickly. Payment terminals may get software updates adding features like split-bill automation or new languages for international tourism. Keep your staff in the loop whenever significant changes occur. A short briefing—two or three minutes at the start of a shift—can prevent confusion when new updates roll out:
Much like adjusting your menu seasonally to keep guests intrigued, consistently refreshing your team’s knowledge ensures they’re always prepared to serve up the best possible payment experience.
Mastering smart terminals efficiently helps your servers, hosts, and managers alike. Whether it’s adding tips, issuing refunds, or encouraging payment via QR code, the skill can be taught in the time it takes to prepare someone’s starter. With a structured approach—planning your training “mise en place,” covering foundations, practising real scenarios, and consistently reinforcing learning—you guarantee that new tech merges seamlessly into your daily routine.
When staff feel confident and at ease with your payment methods, guests notice. A warm smile paired with a swift, intuitive payment process often leaves a fantastic last impression. And when your team is well-versed in the benefits—like increased tips, quicker table turnover, and improved reviews—they’ll be the ones championing new tech adoption in your restaurant. Smart terminals are just the beginning. In the dynamic culinary world, technology is a game-changer that can elevate both guest satisfaction and your bottom line.
Give each staff member a chance to practise during your short session and observe them closely. Encouraging peer support also helps—pair a tech-savvy employee with someone who’s slower to grasp the process. You could even schedule a refresher after a week to confirm everyone is comfortable.
Yes, if you focus on the basics that staff need for smooth daily operations—initiating transactions, accepting various payment types, adding tips, and dealing with simple refunds. For more advanced features, consider short follow-up sessions or add them to your quick reference guide.
Meet them halfway. Explain how modern smart terminals are more versatile and why customers expect them. Highlight improved speed, fewer errors, and added conveniences such as contactless payments that reduce queues. A practical demo often wins sceptics over once they see the terminal’s ease of use.
Train staff to give a brief explanation: “Just open your camera, scan the code, and follow the instructions.” If a diner is unsure, let team members walk them through it once. Most customers quickly discover how straightforward it is. Provide reassurance that the payment is secure and verified.
You can follow industry associations like UKHospitality for sector updates and technology trends. Many payment solution providers post news and FAQs that keep you informed about feature updates and best practices. Periodically check their websites or knowledge base for the latest resources.
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