The 4 Common Misconceptions About Self-Service Kiosks

Self-service kiosks have become one of the most talked-about technologies in hospitality.

For some operators, they’re a game-changer.For others, they’re still viewed with suspicion, uncertainty, or outright resistance.

And honestly? Most of that hesitation comes down to misconceptions, not reality.

Based on what we see every day in real venues, here are the four most common misconceptions about self-service kiosks in hospitality, and what’s actually true.

This isn’t theory. It’s what happens on real shop floors.

1. "Self-Service Kiosks Will Replace Our Staff"

This is the biggest fear, and the most common misconception.

Many operators worry kiosks mean:

• Fewer staff

• Less hospitality

• A colder, less personal experience

In reality, kiosks don’t replace staff, they change where staff add value.

What kiosks do remove is:

• Repetitive order taking

• Queue management

• Rushing through transactions during peak

If you’re struggling to recruit, or your team is constantly firefighting at busy times, kiosks often relieve pressure rather than create it.

Ask yourself honestly: are your staff hired to tap buttons, or to deliver great hospitality?

What actually works: Kiosks handle ordering, while staff focus on:

• Greeting guests

• Helping with choices

• Running food

• Managing service flow

That’s not less hospitality, it’s better hospitality.

2. "Our Customers Won’t Use Them"

This one comes up a lot, especially from:

• Independent venues

• Premium brands

• Community-led businesses

There’s a fear that kiosks feel "too fast food" or that customers will reject them.

But what we consistently see is this:

• Customers don’t mind kiosks

• They mind bad experiences

If kiosks are:

• Easy to use

• Clearly optional

• Faster than queuing

Adoption tends to be much higher than expected.

We often see kiosks start as a "secondary option" and quickly become the preferred ordering method at peak times.

The real issue isn’t age, brand, or customer type, it’s design and execution.

3. "Self-Service Kiosks Are Only for Big Chains"

It’s easy to associate kiosks with global brands and assume they’re:

• Too expensive

• Too complex

• Overkill for smaller venues

In reality, kiosks are often most impactful for:

• Single-site operators

• Growing independents

• Venues with limited floor staff

• Sites with high peak demand

If queues are costing you orders, kiosks aren’t a luxury, they’re a capacity solution.

The misconception here isn’t about size. It’s about thinking kiosks are a branding decision, when they’re actually an operational one.

4. "Kiosks Are Just an Expensive Gimmick"

Some venues see kiosks as flashy tech that:

• Looks good in demos

• Sounds impressive

• Doesn’t really move the needle

But when kiosks are implemented properly, the impact is measurable:

• Higher average order values

• Fewer order errors

• Faster throughput

• Shorter queues

• More consistent upselling

The problem usually isn’t the kiosk, it’s when they are:

• Bolted onto the wrong EPOS system

• Poorly positioned on the floor

• Not aligned with how the venue actually operates

Technology doesn’t fix broken workflows. But aligned properly, kiosks amplify what already works.

Final Thought: Kiosks Aren’t About Removing People, They’re About Removing Friction

The biggest misconception of all is thinking self-service kiosks are a “technology decision”.

They’re not.

They’re a service design decision.

When kiosks are chosen with:

• Clear goals

• Staff involvement

• The right EPOS foundation

• A view of future growth

They don’t dehumanise hospitality, they protect it.

Even if kiosks aren’t right for your venue today, understanding what they actually do (and don’t do) helps you make better decisions as your business evolves.