Let’s rewind to 2020. Remember wiping down every menu, spacing out tables like a school exam room, and printing out QR codes by the dozen? Contactless dining—QR menus, order-at-table systems, no-touch payments—wasn’t just a trend then; it was a survival tactic. For a while, it felt like the whole industry had flipped overnight.
In 2025, things look a little different. Most diners aren’t scanning codes to enter venues anymore. Guests linger at the bar again. And more than a few of us have rediscovered the joy of handwritten specials boards.
So… is contactless dining still a thing?
We think the better question is: where does it still make sense?
Perhaps it’s less about being “for” or “against” contactless, but figuring out what works best for your venue, your team, and your guests.
What guests liked (and didn't) about contactless dining
Contactless dining made a lot of sense when we needed to limit touchpoints and reduce face-to-face interaction. Speed, safety, convenience—it ticked all the boxes.
And we saw plenty of upsides for operators too. During the height of restrictions, one of our clients reduced front-of-house labour costs significantly using QR ordering during lunch hours. Another one told us it helped cut down on order errors and improved table turn times.
One thing we know is here to stay: contactless payment is the new normal. A survey by R&CA found that 92% of customers use credit, debit, or contactless payments, which really says it all. So even if QR menus aren’t front and centre anymore, guests still expect a smooth, fuss-free way to pay at the end of their meal.
But here’s the flip side:
The tech wasn’t always loved by guests. Some felt disconnected. Others found it clunky. And depending on your crowd, there was a definite learning curve—especially with older guests or those who just didn’t feel like pulling out their phones on a night out.
Our take? Contactless ordering can be great—but only if it’s well executed and actually suits your venue style.
So… is there still a place for contactless dining?
Absolutely—but as with most things in hospitality, context is everything.
Over the past couple of years, we’ve seen a natural sorting happen. Some venues quietly phased out QR ordering as soon as they could. Others never looked back after rolling it out. But the ones doing it best? They’ve figured out where it makes sense—and where it just doesn’t.
And honestly, that tracks with what we’re seeing on a bigger scale too. The Australian card payments market is set to hit AUD1.1 trillion in 2025, growing more than 6% in just a year. That tells us what we already feel on the floor: guests are leaning into cashless and digital-first habits, especially when it makes things faster or easier.
Where it still works
- Quick service venues: Think food courts, poke bars, burger joints—places where the whole value prop is based on speed and convenience. Guests don’t come here for long chats with staff—they want to order, eat, and move on.
- Busy cafes: Especially during peak hours or school holidays, QR ordering can be a lifesaver. One of our partner cafés in suburban Sydney runs table service on weekdays, but switches to contactless on weekends to handle the rush. It helps keep the line moving and frees up the team for food running and coffee making.
- Tech-savvy crowds: In uni precincts or central business districts, younger guests are already glued to their phones. They’re not just okay with ordering digitally—they often expect it.
- Solo diners: A surprising one, but we’ve heard this more than once—ordering via QR is less awkward when you’re eating alone. No waiting for staff, no pressure to chit-chat, just a seamless experience from start to finish.
Where it doesn’t shine as much
- High touch venues: If your team is telling the story of the wine list or guiding guests through a tasting menu, contactless can feel like a step backwards. These are the kinds of experiences where service is the product—and no app can replicate that.
- Date night spots: When the lights are low and the music’s just right, the last thing you want is everyone staring at their phones mid-meal. As one operator friend put it: “We want guests looking at each other—not at a screen.” We couldn’t agree more.
- Community-driven venues: If you’ve got regulars who love seeing familiar faces and chatting with the team, fully digital ordering can break that magic. In these places, the warmth of human connection is what keeps people coming back.
Hybrid dining is the new normal
The biggest shift we’ve seen post-pandemic? Guests don’t necessarily expect contactless dining anymore—but many still appreciate the option. What that’s created is a sweet spot: hybrid service.
Think of it like this—QR codes aren’t going anywhere, but they’re no longer front and centre on every table. They’re an option, not a demand. A tool, not the whole toolkit.
Even internationally, the trend is clear. The National Restaurant Association found that 62% of full-service U.S. diners would choose contactless or mobile payment options if available, with 57% opting for digital wallets, 55% for smartphone apps, and 46% for QR codes. In other words, even in venues where the personal touch matters most, more than three in five guests prefer a digital or contactless payment process. The desire for flexibility is real.
Personally, we think this hybrid approach is the way forward. It’s not about going all-in on automation or ditching tech altogether. It’s about letting guests decide what kind of experience they want in the moment—and equipping your team to deliver it.
Here’s what that looks like in practice:
- QR codes on tables, but not pushed aggressively. Just there if guests want to use them.
- Pay-at-table can be offered alongside counter service, especially in casual venues.
- Staff can act as guides—not just order takers—by helping guests use tech when needed, or simply being present when guests want the human touch.
The key? Guests don’t want to be told how to dine. They want options. So instead of forcing everyone down the same path, the smartest operators are offering flexible service styles that adapt to the moment.
Operational upsides: When contactless tech works together
Now let’s talk business. Because while guest experience is always the priority, there’s a solid operational case for smart contactless tools—if you use them with intention.
We’re not just talking about QR code ordering (though it still has its moments). We mean the whole ecosystem—reservation systems, digital waitlists, pay-at-table options, automated guest comms, and even AI phone agents like our Sadie—all working together to streamline operations behind the scenes and elevate the guest experience out front.
so what’s the upside?
1. More control over flow and covers
Let’s start with reservations. A solid reservation system gives you visibility: covers, peak times, guest notes. You’re better prepped, and fewer surprises mean a smoother shift. Add in online ordering or pay-at-table, and your team spends more time engaging with guests—not just taking orders.
2. Less chaos, more calm
Online bookings and pre-orders cut down on phone calls, missed reservations, and repetitive tasks. From our experience, these tools are especially useful in venues that are walk-in heavy but still need a bit of structure.
3. Time back for your team
When guests can pay at the table, confirm bookings online, or check wait times via SMS—it frees up your team to do what they do best: connect with people.
4. More seamless guest experiences
Guests love it when things just work. When they can book online, get a confirmation text, arrive to a warm greeting, and pay at the table without fuss—it feels slick. It says you’ve thought about the experience from start to finish.
And when your tech reminds staff that a guest loves the corner booth or hates coriander? That’s tech powering hospitality—not replacing it.
In our opinion, the best contactless dining doesn’t feel robotic. When tech takes care of the logistics, your team can focus on what really matters: warm, genuine service.
Thinking about how to pull it all together at your venue? That’s exactly what we help with at Now Book It. From online bookings and pre-paid experiences to guest insights and seamless table management, we give you the tools to simplify service without losing the soul of your venue.
Contactless dining is not an either or situation
Look, we’re not here to tell you that every venue needs to go all-in on tech. But after working with hundreds of restaurants, cafes, and bars, one thing’s clear: the venues doing best right now are the ones mixing a bit of both.
They’re using tools like online bookings, ordering platforms, and digital payments to make life easier—for their guests and their teams—without losing the heart of hospitality. Because honestly? It’s not about going fully contactless or keeping things “old school.” It’s about giving people a smooth, flexible experience that suits the vibe of your venue.
