The ability to communicate effectively with customers is a key factor in the success of any business, and restaurants are no exception. One way to achieve this is by utilizing the best restaurant phone system.
As a restaurateur, you understand that a reliable, efficient, and user-friendly phone system is essential to streamline operations, enhance customer experience, and drive growth.
While a phone may not be the flashiest or interesting piece of restaurant technology, having a reliable system ensures your guests feel valued. If it’s their first time calling your restaurant, being put on hold for a few minutes or having their call dropped will result in a not-so-great first impression.
We'll cover why restaurant phone systems are important, the reasons customers call, the types of phones most restaurants use, factors to consider when buying a restaurant phone system now, and why AI is the best phone system for restaurants wanting to operate far into the future.
The Best Phone System For Restaurants And Why It’s Important Choosing the right restaurant phone system is important because it can significantly impact the efficiency and effectiveness of your business operations. Making outgoing calls and receiving them are standard features, but the right phone system can provide so much more.
A well-designed phone system can help you manage high call volumes during peak hours, streamline communication channels, and provide a better experience for your customers.
For example, if you have a traditional landline system with limited lines, you might struggle to manage incoming calls during busy services, leading to missed reservations or frustrated customers.
One way to avoid these pitfalls of a traditional landline is to consider incorporating artificial intelligence (AI). You can think of AI restaurant technology as the employee that is always available to answer calls, whether it be after hours or a holiday.
An AI phone system can help you handle large call volumes more efficiently, ensuring that you never miss an opportunity to serve a customer.
Moreover, a modern phone system can also integrate with other technologies in your restaurant, such as reservation platforms, point-of-sale systems, or customer relationship management software.
This integration can help you streamline your operations and provide a seamless customer experience, leading to happy, loyal customers.
6 Benefits Of A Highly Efficient Phone System Enhance customer experience : A reliable and efficient phone system ensures customers can easily reach your restaurant for reservations, inquiries, and feedback. This helps create a positive experience, increasing the likelihood that they will choose your restaurant over competitors and become repeat customers.Improve operational efficiency: A reliable phone system streamlines communication within the restaurant, enabling staff to coordinate effectively and work more efficiently. This, in turn, helps reduce response times and can result in better customer service.Save resources and reduce costs: By investing in a phone system that's intuitive, you can save time and resources otherwise spent on training staff. Additionally, some phone systems come with cost-saving features like call forwarding, call recording, and advanced analytics, reducing overall expenses.Maintain a professional image: A high-quality phone system reflects well on your restaurant, giving the impression of a well-run and organized establishment. This can help attract and retain customers who value professionalism and attention to detail.Support growth and scalability: As your restaurant grows, it's crucial to have a phone system that can adapt to your changing needs. The best phone systems for restaurants offer scalability, allow you to add new lines, features, or integrations without replacing the entire system.Leverage advanced technology: Modern phone systems, particularly those powered by AI, offer a range of advanced features that can significantly enhance your restaurant. These include virtual assistants, automated reservations, and multichannel communication, which can contribute to a more seamless and efficient customer experience.Now that we know the benefits of using a high-quality phone system, let's look at all the reasons guests might be calling your restaurant.
Why Customers Are Calling Your Restaurant While making reservations and checking the menu often happens online nowadays, people still call restaurants for a variety of reasons. Guests may not be finding the answer they’re looking for on socials or your website, and some may simply prefer human-to-human interaction. Understanding the reasons why your guests call can help staff be prepared, and inform restaurant operators for setting up phone systems.
7 most common reasons people call restaurants: Reservations and bookings: One of the most common reasons guests call restaurants is to make reservations. Guests may have special requirements, such as wheelchair accessibility, dietary restrictions, or a preferred seating area that they would like to confirm before booking. While making a reservation online is simple enough, it’s very likely that a guest will choose to call the restaurant to see if a last minute reservation or change is possible. Takeout and delivery orders: Many restaurants use online ordering systems for takeout and delivery, but some customers still like placing orders over the phone. This allows them to ask questions, customize their order, or discuss specific delivery instructions. Menu inquiries: Customers often call to inquire about the menu, especially if they have dietary preferences or allergies. They may want to know if the restaurant offers gluten-free, vegan, or vegetarian options or if certain dishes contain specific allergens.Special events and catering: Customers call with questions about hosting events such as birthdays, anniversaries, or corporate functions. They may want to discuss event packages, menu options, pricing, and availability of private spaces. Similarly, customers may call to discuss catering services for off-site events. Operating hours and location: Customers sometimes call to confirm operating hours or get directions to the location. This information is often available online—although some customers prefer to check with restaurants directly, particularly if visiting during holidays when hours might be different.Feedback and complaints: Customers may call restaurants to provide feedback, share dining experiences, or lodge a complaint. Guests might praise staff for exceptional service, suggest areas of improvement, or express dissatisfaction with food or service. Gift cards and promotions: Restaurants may offer gift cards, promotions, or discounts that customers want to learn more about. There could be questions about terms and conditions, the process of purchasing gift cards, or any restrictions that may apply. With all of these calls coming in, let's cover the 6 best phone systems for restaurants and see which one might be a good fit for your restaurant.
The 6 Phone Systems Used In Restaurants Today The type of phone used in a restaurant should depend on desired features and call volume. More often than not, restaurants are still using the original phone system from when the business first opened–which means it might be time for an upgrade.
Because every restaurant business has different needs, it's important to know your options—the biggest and most expensive isn't always the best.
For example, a 20-seat cafe won't need the same phone system as a 300-capacity full-service restaurant with event space and outdoor seating. Your phones are a direct link to customers. It's important that when guests call, they have a modern and efficient experience in order to help enhance your image and level of service.As the
Here are the most common types of phones in restaurants today, plus a look into how an AI can upgrade existing systems:
1. Traditional Landlines Traditional landlines, also known as Public Switched Telephone Networks (PSTN), have been the backbone of communication in businesses, including restaurants, for many years. They rely on a network of copper wires and telephone exchanges to transmit voice calls. Despite the rise of digital telephones, landlines remain popular due to their familiarity and ease of use.
Important news for restaurant owners : If your landline isn't connected to the internet by 2025 , it will no longer work because the PSTN is pulling the plug (pardon the pun) on all landline communications.
Pros : Landlines are simple and easy to use for all staff. Monthly costs are normally fixed, meaning your budget for this expense is easy to predict. Landline phones are operational even during power outages, unlike other options listed below.Cons : Staff must be nearby to answer calls because landlines are stationary. Adding additional lines can be costly because it often requires physical hardware installations. Modern features like call forwarding, voicemail-to-email, and digital integrations are not available. 2. VoIP Phones VoIP (Voice over Internet Protocol) technology includes both hardware and software, and uses the internet to transmit voice calls. This phone technology encompasses a wide range of applications and devices, including:
IP phones (covered in details below, #3) Software applications for computers, tablets, and smartphones, Apps like Skype, Zoom, and WhatApp Analog Telephone Adapters (ATAs): Devices that convert traditional analog phones to work with VoIP systems. VoIP Gateways: Devices that connect traditional phone systems to VoIP networks. Pros: These phones offer advantages such as easy scalability, integration with other tools, and access to advanced features. Calls and messages can be responded to remotely, and it’s easy and affordable to scale.Cons: VoIP technologies encompass a lot of options, so due diligence is needed to understand what exactly you need. Some choices may come with many unnecessary features, while others may not seamlessly integrate into the systems and technology already present in your business. 3. IP Phones IP (Internet Protocol) phones are dedicated hardware devices designed for VoIP calls. As mentioned in the previous section, these phones use the internet to transmit voice calls, making them popular for establishments that prefer a modern communication solution.
Pros: Staff can answer calls anywhere in the restaurant, as long as there is internet . This option is easy to scale and manage, updates can be managed remotely, and integration capabilities with other digital tools are available. If you have a good internet connection, you’ll have good call quality. Cons: Unstable internet can cause dropped calls, delays, and audio quality. If the internet or power goes out, so does your ability to accept calls.4. KSU Phones KSU (Key Service Unit) phones use a central control unit that routes calls between multiple phone lines and extensions within the restaurant. KSU phones offer basic features, such as call forwarding, hold, conferencing, and intercom functionality.
Pros: Easy and intuitive to use with standard features, a suitable option for small to medium-sized establishments. Cons: It's more costly to scale if your business grows and needs to add more lines, plus KSU Phones don't offer many advanced features. 5. Non-KSU Phones Non-KSU phones are basic, single phones that do not need a central control unit, unlike KSU phones. If you grew up using a landline, then non-KSU phones are what you use at home. This option also offers similar standard features like KSU phones, including holds, call transfer, and conference calling.
Pros: This is good for a small restaurant or cafe with a low volume of calls and requires a simple and cost-effective phone system. Cons: It will be challenging to scale this option and add multiple lines if your business grows and has a higher call volume. 6. PBX Phones PBX (Private Branch Exchange) phone systems connect a business’s phone to others in the same network or organization. In the restaurant business, this would allow you to make an outgoing call and easily connect to another location, reach someone working in the office, or talk to headquarters.
These systems provide more extensive features like call forwarding, voicemail, automated receptionist, call waiting, and compatibility with other digital tools.
Pros: Ideal for larger restaurants, businesses with multiple locations, or chains.Cons : This will be a more costly investment initially, plus, with a larger system, it may require IT support for maintenance. 7. AI Phone System While more of a software application than hardware, AI technology can be integrated into a modern phone system, like VoIPs. Staff members can still answer the phone if they are available and have time, but AI helps alleviate the stress of not being able to make it to the phone in time. Plus, customers don’t need to be put on hold, nor have their call rejected if someone is already on the line.
Pros: AI phone technology can answer guests 24/7, during after hours, holidays, and peak hours. Hypothetically, with this option, 1,000 calls could be answered at the same time! If the phone is always answered, restaurants won’t lose out reservations, catering requests, or to-go orders. Cons: Some customers may simply have the expectation of speaking with a human. Five Factors To Consider When Choosing The Best Phone System For Your Restaurant When deciding which phone system is best, evaluate your restaurant's needs and determine which features are essential to your business. Here are a few questions you should ask yourself before making the final decision on the best phone system for your restaurant.
1. Do the features work for you? Look critically at every feature and consider the benefits it brings to your restaurant. Sure, a phone might have a lot of bells and whistles, but if the features aren't really applicable to your restaurant, it might be overkill. You'll end up paying too much for features you don't actually need.
If you see how a feature can benefit your restaurant, write it down. At the end of your evaluation, if there are more features than benefits, it might not be a good fit.
2. Is it a good fit? Different venues certainly need different phones—a 200-person nightclub with event spaces has different needs than a morning cafe/coffee shop. Each requires a phone, but a cafe probably doesn't need multiple lines.
Is the phone system easy to use? The answer, obviously, should be yes.
It should be intuitive and require little to no training. The last thing you need is a new person who keeps hanging up on customers because they haven't quite mastered the control buttons yet.
3. What does installation look like? Determine if the system requires special equipment or if the installation uses your existing phone lines. Also, consider if the installation process is easy and if there is any downtime during the installation process.
Having to shut down for a full or half day might not be in the cards for a busy restaurant, especially if it requires tearing holes in the walls and running lines everywhere.
If on-site equipment is required, do you have the space to keep it somewhere? Most restaurant offices are tiny to make more space in the dining room. You might need a phone system that doesn't require on-premises equipment.
4. How much is the cost and maintenance? You should find out how much the system costs upfront and if there are any ongoing costs, such as maintenance fees or service charges. You should also consider if the system comes with a warranty and if there are additional costs for upgrades or new features.
Cloud-based systems shouldn't require much maintenance other than software updates, but that should take place in the cloud. Be sure to ask about upgrades and if you'll need to pay more for added features when upgrades occur.
5. Can it grow with your business? One of the best features of AI phone software is it easily scales with your business. Beginning to shift away from traditional landlines if you use one may be the move because new technology is slowly phasing out the old lines. It won't grow with your business and help you reach new customers.
If you plan to expand your restaurant, you will need a reliable phone system that can handle the increased volume of calls. Also, consider if the system is flexible enough to adapt to changes in your business needs.
Why AI Phone Answering Software Is The Best Phone System For Restaurants Looking Toward The Future AI, in general, is the future of many industries, and restaurants are no exception. AI phone answering software is a terrific first step toward that future.
Whether you're ready for it or not, AI is coming to all restaurants. It's just like the introduction of POS systems years ago. Eventually, everyone stopped handwriting tickets and moved to solely using computers.
The same can be said for AI phone software—it's too efficient and cost-effective not to use the technology once restaurant owners see how beneficial it can be for their business.
With its ability to handle an endless workload and integrate with other restaurant software like reservation systems and POS, it's just a matter of time before it becomes the industry standard.
How Slang’s Voice AI Can Help Your Restaurant Today The benefits of an updated phone system and AI integrations are clear. If you want to ensure that phone calls are always answered, your staff isn’t bogged down by a ringing phone, and enhance the overall guest experience, an AI phone system is a smart move for your restaurant.
Consider this success story featuring Genuine Hospitality Group . This innovative and inspiring company needed to effectively manage guest calls across its diverse portfolio of concepts, but without a dedicated phone response system, guest interactions were frequently missed, leading to potential business losses and a compromised guest experience.
Here’s a look at some of the results after they implemented Slang AI:
1,200+ reservations booked in the first 90 days 93.8% caller satisfaction rating 81% of calls fully managed by voice AI Check out how Slang AI can help your restaurant:
Make more happy customers Save and generate profits Be available 24/7 Never miss another call Save labor costs Receive more reservations Don't hesitate to book a 10-minute phone call to learn how you can use a customized AI voice concierge to answer all of your restaurant's calls.
