June 8, 2023

A Comprehensive Guide To The Best Phone System For Restaurants

In today's highly competitive world, the ability to communicate effectively with customers is a key factor in the success of any business, and restaurants are no exception.

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.

This article aims to provide valuable insights into choosing the best phone system for your restaurant, with detailed information to help you make an informed decision.

In it, we’ll cover why choosing the best phone system for restaurants is important, the reasons customers call, the types of phones most restaurants use, factors to consider when buying a phone system, and why AI is the best phone system for restaurants wanting to operate far into the future.

Let’s dive in.

The Best Phone System For Restaurants And Why It’s Important

Choosing the best phone system for you restaurant is important, because it can significantly impact the efficiency and effectiveness of your business operations.

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.

On the other hand, an AI phone system with advanced call features 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: An advanced 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

People call restaurants for a variety of reasons. Understanding why can help management and operators train staff to handle incoming calls and create a better customer experience.

Understanding why customers call also helps operators when they’re training AI phone answering software. It guides them while creating voice concierge responses specific to their customers’ needs and queries.

7 most common reasons people call restaurants:

Reservations and bookings: One of the most common reasons customers call restaurants is to make reservations. Additionally, customers may have special requirements, such as wheelchair accessibility, dietary restrictions, or a preferred seating area.
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—though 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 in your restaurant largely depends on your restaurant’s needs, and more often than not, it’s still the original phone system from when the restaurant opened.

Because every 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.

Upgrading your phone system is a huge part of driving growth, especially as the service industry adopts more AI-based technology. Since your phones are a direct link to customers, it’s important that guests see it as modern and efficient to help enhance overall reputation and better customer experience.

Here are the most common types of phones in restaurants today.

1. Traditional Landlines

A statement about landlines before we start:

Landlines are quickly becoming a thing of the past. They’re essentially non-existent in homes now except in some of our parent’s or grandparents’ homes, who are reluctant to get rid of a line they’ve had since the 80s.

Having said that, many businesses still use them because it’s what they’ve always had, which is why we are covering it here. If you still use a landline, I strongly suggest you consider upgrading.

In fact, 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.

Ok, let’s dig in.

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.

Installation:

To set up a traditional landline in a restaurant, the following steps are generally taken:

Contact a telephone service provider: The first step is to contact a local telephone service provider, who will help you establish a new phone line or transfer an existing one to your restaurant.
Site assessment: The service provider may send a technician to your restaurant to evaluate the location and determine the best way to install the landline, considering factors such as the building's structure, wiring, and existing telephone infrastructure.
Installation of phone jacks: The technician will install phone jacks at the desired locations within your restaurant. This may involve drilling holes, running copper wires through walls, and connecting the wires to the telephone exchange network.
Installation of phone devices: Once the phone jacks are in place, you can plug in your landline devices. These can be simple corded or cordless phones, multi-line systems, or more advanced devices with features like caller ID, call forwarding, and speakerphone capabilities.

Maintenance:

Traditional landlines are generally low-maintenance but do require some attention to ensure optimal performance. Here are a few maintenance tips:

Regularly inspect wiring: Check the copper wiring for any signs of wear or damage, and replace it if necessary. Damaged wiring can lead to poor call quality and connection issues.
Clean phone devices: Keep the phones clean by wiping them with a damp cloth or disinfectant wipe, paying particular attention to the handset, keypad, and cords.
Test the line: Periodically test your landline by making and receiving calls to ensure the connection is clear and reliable. If you encounter any problems, contact your service provider for assistance.
Address issues promptly: If you experience any issues with your landline, such as static, dropped calls, or a lack of dial tone, contact your service provider to diagnose and resolve the problem. Timely intervention can help prevent minor issues from escalating into more significant problems.

2. IP Phones

IP (Internet Protocol) phones are widely used in restaurants and businesses due to their advanced capabilities and cost-effectiveness. These phones use the internet to transmit voice calls, making them popular for establishments that prefer a modern communication solution. IP phones offer numerous features, such as easy scalability, integration with other digital tools, and access to advanced calling options.

Installation:

Setting up IP phones in a restaurant involves the following steps:

Choose an IP phone system provider: Select a reputable provider that offers IP phone systems with features and capabilities suitable for your restaurant's needs. Some providers may cater specifically to the restaurant industry, offering tailored solutions and integrations.
Assess internet connection: Ensure your restaurant has a stable and high-speed internet connection, as IP phone systems rely on this for call quality and reliability. You may need to upgrade your current connection or switch to a dedicated line for the IP phone system.
Install IP phone hardware: Depending on the chosen IP phone service provider, you may need to install hardware such as IP phones, a VoIP gateway that connects to your existing phone system, or ATA (Analog Telephone Adapters) for existing analog phones. You could also use softphones, which are software-based phone systems that can be installed on computers or mobile devices.
Configure the IP phone system: Once the hardware is in place, configure the IP phone system according to your restaurant's requirements, such as setting up extensions, call routing rules, voicemail, and other features offered by your IP phone service provider.

Maintenance:

IP phone systems require regular maintenance to ensure optimal performance. Here are some maintenance tips:

Monitor the internet connection: Regularly check your internet connection's stability and speed, as it directly impacts the IP phone system's call quality and reliability. Address any connectivity issues with your internet service provider.
Update software and firmware: Keep the IP phone software and firmware updated on all devices, as this ensures the system runs smoothly and securely. Updates may include security patches, bug fixes, or new features.
Regularly back up system settings and data: To prevent data loss or downtime, back up your IP phone system's settings, call logs, and voicemail messages regularly.
Monitor system performance: Use the analytics and monitoring tools provided by your IP phone service provider to track system performance, call quality, and usage patterns.

3. VoIP Phones

VoIP (Voice over Internet Protocol) phones use the internet to transmit voice calls rather than relying on traditional copper-wire telephone lines. These phones offer advantages such as easy scalability, integration with other tools, and access to advanced features.

There are two kinds of VoIP phone systems. In-house, which means equipment is installed in your restaurant to operate over the Internet. Or cloud-based, which means there’s a lower installation cost and little to no equipment on premises. Be aware that a cloud-based system lacks control over the timing of upgrades, and price increases could happen over time.

Installation:

Setting up a VoIP phone system in a restaurant involves the following steps:

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Choose a VoIP service provider: First, select a reputable VoIP service provider that offers plans and features suitable for your restaurant's needs. Some providers may cater specifically to the restaurant industry, offering tailored solutions and integrations.

Assess internet connection: Ensure your restaurant has a stable and high-speed internet connection, as VoIP phone systems rely on it for call quality and reliability. You may need to upgrade your current connection or switch to a dedicated line for the VoIP system.

Install VoIP hardware: Depending on the chosen VoIP service provider, you may need to install hardware. Such as IP phones, ATA (Analog Telephone Adapters) for existing analog phones, or a VoIP gateway that connects to your existing phone system. Or, you can opt for softphones—software-based phone systems installed on computers or mobile devices.

Configure the VoIP system: Once the hardware is in place, configure the VoIP system according to your restaurant's requirements, such as setting up extensions, call routing rules, voicemail, and other features offered by your VoIP service provider.

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Maintenance:

VoIP phone systems require regular maintenance to ensure optimal performance. Here are some maintenance tips:

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Monitor the internet connection: Regularly check your internet connection's stability and speed, as it directly impacts the VoIP phone system's call quality.

Update software and firmware: Keep the VoIP software and firmware updated on all devices, as it ensures the system runs smoothly and securely. Updates may include security patches, bug fixes, or new features.

Regularly back up system settings and data: To prevent data loss or downtime, back up your VoIP system's settings, call logs, and voicemail messages regularly. This enables you to restore the system quickly in case of hardware failure or other issues.

Monitor system performance: Use your VoIP service provider's analytics and monitoring tools to track system performance, call quality, and usage patterns. This data can help you identify issues and optimize the system for better performance.

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While significantly more modern than landlines, this might not be a good choice if your restaurant is in an area with spotty internet reception.

4. KSU Phones

KSU (Key Service Unit) phones are a type of business phone system suitable for small to medium-sized establishments, including restaurants. These phones use a central control unit that routes calls between multiple phone lines and extensions within the restaurant. KSU phones offer various features, such as call forwarding, hold, conferencing, and intercom functionality.

Installation:

Setting up a KSU phone system in a restaurant involves the following steps:

Choose a KSU phone system provider: Choose a reputable provider that offers KSU phone systems with the features and capabilities suitable for your restaurant's needs.
Site assessment: A technician will visit your restaurant to assess the premises, considering factors such as the building's structure, wiring, and existing phone infrastructure.
Install the KSU: The technician will install the central KSU to connect to your incoming phone lines and manage call routing between extensions. The KSU should be placed in a secure and accessible location, such as a dedicated server room or an office space.
Install phone lines and extensions: Technicians will run wiring from the KSU to various phones within your restaurant, connecting each phone to the central unit. This wiring will enable the KSU system to manage and route calls between extensions.
Configure the KSU system: Once the wiring and hardware installation is complete, the KSU system will need configuring according to your restaurant's requirements. This includes setting up extensions, call routing rules, hold music, and other features provided by your KSU phone system.

Maintenance:

Maintaining a KSU phone system in a restaurant involves the following:

Inspect wiring and connections: Regularly check the wiring for any signs of wear, damage, or loose connections. Damaged wiring can lead to poor call quality and connection issues.
Clean phone devices: Keep the phones clean by wiping them with a damp cloth or disinfectant wipe, paying special attention to the handset, keypad, and cords.
Test the system: Periodically test your KSU phone system by making and receiving calls, using the hold and transfer features, and testing the intercom function.
Monitor system performance: Track the performance of your KSU phone system, including call quality, dropped calls, and any other issues that may arise. Address problems promptly by contacting your service provider or troubleshooting the issue internally.
Update software and firmware: If your KSU system uses software and firmware for its operation, ensure these are updated regularly.

5. Non-KSU Phones

Non-KSU phones, also known as keyless or multi-line phone systems, are great for small restaurants or businesses requiring a simple and cost-effective phone system.

These phones can handle multiple lines without a central control unit, like a KSU system. Ideal for restaurants with limited phone lines and extensions, offering basic features like hold, call transfer, and conference calling.

If you grew up using a landline, then non-KSU phones are what you use at home. These are very basic phones, but be aware that phone companies may charge more because it’s a business line, not a home line.

It will be challenging to grow and scale your business using these kinds of phones, so upgrade your phone system when your business is ready.

Installation:

Setting up non-KSU phones in a restaurant involves the following steps:

Choose a non-KSU phone system: Select a suitable non-KSU phone system with the desired number of lines and features that meet your restaurant's communication requirements.
Contact a telephone service provider: GContact a local telephone service provider to establish new phone lines or transfer existing ones to your restaurant.
Install phone jacks: A technician will install phone jacks at the desired locations within your restaurant, connecting them to the incoming phone lines. This may involve drilling holes, running wires through walls, and connecting the wires to the telephone network.
Install non-KSU phone devices: Once the phone jacks are in place, plug in the non-KSU phone devices. These phones are typically multi-line phones, with each line represented by a separate button on the device.

Maintenance:

Maintaining non-KSU phones in a restaurant involves the following:

Inspect wiring and connections: Regularly check the wiring for any signs of wear, damage, or loose connections.
Clean phone devices: Keep the phones clean by wiping them with a damp cloth or disinfectant wipe, paying special attention to the handset, keypad, and cords.
Test the system: Periodically test your non-KSU phone system by making and receiving calls on each line. This ensures that all lines are functional and provide clear and reliable connections.
Monitor system performance: Track the performance of your non-KSU phone system, including call quality, dropped calls, and any issues that arise. Address any problems promptly by contacting your service provider or troubleshooting the issue internally.

6. PBX Phones

PBX phone systems connect a restaurant's phones to the public phone network, allowing communication both inside the restaurant and with outside callers.

These systems provide features like call forwarding, voicemail, automated receptionist, call waiting, and compatibility with other digital tools. PBX phone systems are great for restaurants with multiple locations. Different venues have the capability to transfer calls from location to location.

Installation:

Setting up a PBX phone system in a restaurant involves the following steps:

Choose a PBX phone system provider: Select a reputable provider that offers PBX phone systems with features and tools suitable for your restaurant's needs. PBX systems can be traditional on-premise systems, hosted (cloud-based) systems, or a hybrid of both.
Assess infrastructure requirements: For traditional on-premise PBX systems, this may include a PBX control unit, phones, and wiring. For hosted PBX systems, you'll need IP phones or softphones and a stable internet connection.
Install the PBX system: For on-premise PBX systems, a technician will install the PBX control unit and connect it to incoming phone lines and internal extensions. For hosted PBX systems, you'll need to configure your IP phones with the appropriate settings provided by your service provider.
Configure the PBX system: Once the hardware and infrastructure are in place, configure the PBX system according to your restaurant's requirements. This includes setting up extensions, call routing rules, voicemail, auto-attendant, hold music, and other features.

Maintenance:

Maintaining a PBX phone system in a restaurant involves the following:

Inspect wiring and connections: For on-premise PBX systems, regularly check the wiring for any signs of wear, damage, or loose connections.
Clean phone devices: Keep the phones clean by wiping them with a damp cloth or disinfectant wipe, paying special attention to the handset, keypad, and cords.
Update software and firmware: Ensure that the PBX system software and firmware are updated regularly. Updates may include security patches, bug fixes, or new features.
Regularly back up system settings and data: To prevent data loss or downtime, back up your PBX system's settings, call logs, and voicemail messages regularly.
Monitor system performance: Use analytics and monitoring tools provided by your PBX system to track system performance, call quality, and usage patterns.

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Before deciding on the phone system that would best serve your restaurant, it's crucial to carefully evaluate your restaurant’s specific needs. Here are 5 factors to consider before purchasing the best phone system for your restaurant.

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 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. This is why I’ve encouraged the shift away from traditional landlines if you use one 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 need a 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 Can Slang Help Your Restaurant Today

If you’d like to see 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

Then don’t hesitate to get in touch and schedule a 10-minute phone call to learn how you can use a customized AI voice concierge to answer all of your restaurant’s calls.

You could begin generating new revenue by the end of the day, because setup can take as little as 30 minutes.

It’s swift and straightforward, customers love it, and you can begin for free—there’s zero risk to try.

We look forward to your call!

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Authors

Alex Sambvani

Patrick Calder

A Comprehensive Guide To The Best Phone System For Restaurants

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