Pre-Orders + Walk-UP

[pizzaly]

We are wondering if we are missing a step in our operations or if there is a way to make it easier.

Basics:
We sell pizza
We use iPads- 1 for POS, 1 for KDS

We typically have pre-orders for pizza as well as offer walk-up orders. Pre-orders are listed in the active orders section on the POS, and walk-ups get added to the KDS, but how do we mark a walk-up order as completed?

When we give out a pre-order order, we mark it as picked up, but we can't do the same with walk-up orders. Right now, we need to write down walk-ups on another piece of paper after charging them to track them.

Hope this makes sense.

TIA

[ryanwanner]

Hello @pizzaly !

From the KDS standpoint, there is no need to mark walk up orders as completed anywhere. It's inferred that it the order is completed at time of payment. Even if you collect payment after consumption, the order is still considered done as soon as it's cleared from the screen.

From an operational standpoint, I recommend investing in or creating some table numbers. Webstaurant has quite a few options available. On the POS, you can enable custom ticket names and use the table number as the ticket number. When the order is ready it's just the matter of finding the table number in your dining area.

Is this what you're asking, or am I completely off the mark?

[pizzaly]

Thanks for the response. I think I may have gotten the answer within your answer. 

We might be doing something incorrectly operationally. Should we save each walk up ticket, and not take payment, until the pizza has been handed to the customer?

Basically the issue is that while the order goes into the KDS queue, it doesn't show on the POS queue. But based on your response it's because when payment is taken, it's marked as complete.

Example: Ryan walks up and orders two pies. Wait time is ten minutes. We enter the order and the KDS picks it up and the kitchen makes it. But where does the cashier/POS see Ryan's order to make sure it is completed and given to him? 

[ryanwanner]

You can definitely run your place either way. I usually close out the walk in orders at time of order in a Quick Service style, but you can most definitely keep the order open and collect after the meal.

Please help me clarify what you mean by the POS queue. Does your staff refer back to the POS for drinks, desserts, or the like instead of using the KDS or printed tickets? If so, then I definitely recommend either picking up another tablet to run KDS or move to a pay after model. If your staff doesn't need to refer back to the POS for anything then you could always close out the order at first then utilize the Transactions section to refer back if need be.

Am I on the right path?

[pizzaly]

Thanks for being patient with me. I think I'm not being clear in explaining our issue.

We do not have ticket printer at this time. 
Let's say we have 100 pre-orders between 5-7pm. These are all in the POS under active orders as well as populated in the KDS.

At the same time, Ryan walks up and orders 6 specialty pies which will take 15 minutes to make. What is the correct process to handle this so that in 15 minutes, Ryan is given his pies?

When John's pre-order is ready, FOH hands John his pies and marks them as "picked up" under active orders which marks the order as complete.

Currently, when FOH takes Ryan's walk-up order, it gets sent to the kitchen, and made. But Ryan's order doesn't show under active orders which our FOH uses to know which orders to prepare and give out. So we write down Ryan's order on a piece of paper to remind the FOH to complete the order and hand Ryan his pies. 

Is there a way to have Ryan's walk-up order show under active orders?

Or are we doing something totally wrong?

Hope I'm making more sense. 

[ryanwanner]

@pizzaly  I gotcha! You probably did make it that clear and my caffeine intake is low today.

And I assume the KDS is situated in the BOH so that the FOH team can't see it.

In that case, I have a few suggestions:

- Stick with the idea of payment at time of pie pickup for walk-in orders. That way the tickets will still be there for FOH to coordinate the orders.

-Invest in a mid-range level android tablet and have a second KDS that will specifically show walk-in orders (my recommendation). Looks like the Samsung Galaxy 10 and Lenovo Tab 10.6 are both under $150 new and are recommended by Square.

-Invest in one of those thick Sharpie markers and convince your BOH team to put names and box numbers on only the walk in orders. In your example Ryan 1/6, Ryan 2/6..... If it's only done for walk in orders that'll be the FOH's signal that they need to look for someone waiting. Now, if your BOH team is anything like mine, they'll forget most of the time. Sigh.

Hopefully this helps!

[pizzaly]

Where do the tickets show for FOH for walk-in orders that have paid? This is where we are having a disconnect...

[ryanwanner]

@pizzaly  They will only show on the KDS in your setup. Assuming your current KDS is in the kitchen, without a ticket printer or a second KDS, you're correct in the fact that you'll need to hand write orders for the FOH team.

I still think adding a second KDS would be the easiest way to solve this.

[pizzaly]

Gotcha. This is what I was afraid of. This seems so silly and someone that I would think a lot of people should be doing. 

How else can you manage online and in person orders efficiently?