Balancing Dine-in Ambience with Takeaway Customers: Advantages and Disadvantages

The food service landscape has undergone a remarkable transformation in recent years, with many traditional restaurants now juggling both dine-in and takeaway operations. This shift has accelerated dramatically since 2020, creating both opportunities and challenges for restaurant owners across the UK. Let's explore how establishments can effectively balance these two service models while maximising benefits and minimising drawbacks.

The financial impact of adding takeaway services

Boosting your bottom line through expanded customer reach

Adding takeaway services to your restaurant operation can significantly enhance your revenue streams by tapping into new customer segments. The numbers speak volumes about this potential growth—the food delivery service industry is projected to expand from £3.7 billion in 2023 to a staggering £90.3 billion by 2030. This remarkable growth reflects changing consumer behaviour, with 77% of customers now preferring food delivery to eating out. For restaurants, this represents an opportunity to serve those who appreciate your cuisine but prefer enjoying it in the comfort of their own homes.

The takeaway business appeals to diverse demographics: busy professionals with limited time to cook, families seeking convenient meal solutions, singles not keen on cooking for one, remote workers wanting a break from their home office, travellers staying in accommodation without kitchen facilities, health-conscious individuals seeking nutritious options, and people who simply prefer to avoid going out. PizzaExpress offers a compelling case study, having witnessed a phenomenal 300% sales increase after embracing delivery apps.

Weighing Up the Costs: Packaging, Delivery and Platform Fees

While the potential for increased turnover is enticing, restaurant owners must carefully consider the associated costs of running a takeaway operation alongside their dine-in service. Packaging expenses can accumulate quickly, especially if you opt for high-quality, branded materials that maintain food integrity during transport. These costs can eat into profit margins unless carefully factored into your pricing strategy.

The commission structure of third-party delivery platforms presents another significant consideration. Major players like Just Eat, Deliveroo and Uber Eats—which collectively control 80% of the UK online food delivery market—typically charge restaurants commission fees that can reach 30% or more per order. This has become such a concern that the UK government is investigating whether these platforms are implementing fair practices. Many restaurants find themselves caught between the necessity of being present on these popular platforms and protecting their profit margins.

Operational considerations for managing both services

Making the Most of Your Existing Kitchen Setup

One advantage of adding takeaway services is the opportunity to leverage your existing kitchen infrastructure and staff expertise. Your kitchen is already equipped and your chefs are skilled in preparing your menu, so extending to takeaway allows you to maximise return on these investments. However, this dual-purpose approach requires thoughtful planning to ensure smooth operations.

Kitchen workflow needs careful reconfiguration to handle both dine-in orders and takeaway requests simultaneously without creating bottlenecks. This might involve designating specific workstations for takeaway orders or adjusting your prep procedures to accommodate the different timing requirements. Some restaurants find success by slightly modifying their takeaway menu to feature dishes that can be prepared efficiently alongside dine-in orders and that travel well, avoiding items that deteriorate quickly after plating.

Staffing solutions to handle dual service demands

The additional workload from managing takeaway orders alongside dine-in service can strain your existing team if not properly addressed. During peak times, when both dine-in tables and takeaway orders are flowing in, staff can become overwhelmed without adequate planning. This might necessitate hiring additional personnel or redistributing responsibilities among your current team.

Some restaurants designate specific staff members to handle takeaway orders exclusively, creating a separate workflow that doesn't interfere with dine-in service. Others implement rotation systems where staff alternate between serving in-house guests and managing takeaway orders. Technology can also play a crucial role here—integrated ordering systems that streamline communication between online platforms and your kitchen can reduce the administrative burden on your team and minimise errors in order processing.

Protecting your restaurant's atmosphere and brand

Maintaining a pleasant dining experience while processing takeaways

One of the most significant challenges of running both dine-in and takeaway services is preserving the ambience that your in-house customers expect. A constant stream of delivery drivers entering and exiting can disrupt the dining experience, particularly in more upscale establishments where atmosphere is a crucial part of your offering. This requires thoughtful design and operational decisions to minimise disruptions.

Creating separate entrances or designated waiting areas for takeaway collection can help maintain the integrity of your dining space. Some restaurants establish specific time windows for takeaway orders that don't coincide with their busiest dine-in periods. Others design their space to include physical barriers or distance between dining areas and takeaway collection points. Training staff to handle takeaway transactions efficiently and quietly also contributes to maintaining a pleasant atmosphere for dine-in guests.

Using Takeaway Packaging as a Marketing Tool

While packaging represents a cost, it also offers a valuable marketing opportunity. Well-designed, branded packaging serves as a mobile advertisement for your restaurant, potentially reaching new customers as your takeaway customers carry their meals through neighbourhoods or when they share their food experiences on social media. This extended visibility can significantly enhance brand recognition with minimal additional marketing investment.

Beyond aesthetics, your packaging choices also communicate your brand values. Eco-friendly materials can signal your commitment to sustainability, while premium packaging might reinforce a high-end positioning. The unboxing experience has become increasingly important to consumers, with many sharing particularly impressive presentations on social media platforms, providing restaurants with free exposure to new potential customers.

Quality control and market positioning

Ensuring Your Food Travels Well and Arrives in Top Nick

Not all dishes maintain their quality during transport—a critical consideration when developing your takeaway menu. Foods that retain heat well, don't become soggy, and can withstand some jostling during delivery typically perform best. This might mean adapting certain recipes specifically for takeaway service or excluding particularly delicate dishes from your delivery offerings.

Innovative packaging solutions can help maintain food quality during transit. Containers with ventilation prevent steam buildup that could make crispy items soggy, while compartmentalised packaging keeps different components separate until consumption. Some restaurants include reheating or final assembly instructions with their takeaway orders, empowering customers to experience the dish at its best, even away from the restaurant.

Standing Out in the Crowded Takeaway Marketplace

The takeaway market has become increasingly competitive, with customers now able to choose from a vast array of options through delivery apps. Standing out requires strategic thinking about your unique selling proposition in this different context. This might involve offering exclusive takeaway items, creating family meal bundles, or developing signature packaging that enhances the at-home dining experience.

Interestingly, research indicates that 70% of consumers prefer ordering directly from a restaurant rather than through third-party platforms. This presents an opportunity to develop your own online ordering system, potentially reducing commission costs while building direct relationships with customers. Implementing loyalty programmes specifically for takeaway customers can further encourage repeat business, with studies showing that 45% of consumers would order more frequently from establishments offering such incentives.

As the takeaway business continues to evolve, restaurants that thoughtfully balance their dine-in atmosphere with efficient takeaway operations will be best positioned to maximise the benefits while minimising the drawbacks of this dual approach to food service.