Why Flexible Delivery is the Future of Hospitality

Fast, flexible, convenient and reliable-it’s what customers expect from their favourite take-out, and it’s what restaurateurs need from their delivery service platform. So for restaurants looking to elevate their delivery and take-out service, or for hospitality businesses just starting their delivery journey, knowing how to operate and implement your delivery offerings will score you a 10/10 from everyone in the game—from your team to your customers.

​​Let’s dive into all things delivery and discover how you can customise your take-out and delivery services to elevate your restaurant and meet your customers’ needs.

• Delivery and its increasing demand
• The delivery dilemma: self managed vs third-party delivery
• The right tools to support your delivery
• What is Uber Direct?
• Boosting your marketing presence

Delivery and its increasing demand

The increasing demand for food delivery offers restaurants a chance to expand and thrive, reaching more customers and driving up orders without being confined to their physical location. By embracing delivery, restaurateurs can serve a broader audience, boost sales, and provide the convenience that keeps customers returning.

Tapping into delivery platforms not only expands your reach but also makes running your operations smoother. With the right tools, like delivery management platforms, you can centralise all your online orders, cut down on mistakes, and speed up both prep and delivery times with better organisation. This means you’re meeting customer expectations for fast, top-quality food and smooth service—two things that keep them coming back for more. 

The delivery dilemma: self managed vs third-party delivery

So, the takeaway is clear: delivery can keep your customers happy and be a big boost for your bottom line, if it’s run the right way for your restaurant. Now, the next big question: should you use your own delivery drivers or outsource to a third-party service? Let’s break down the pros and cons of each.

On the one hand, managing your own fleet of delivery drivers gives you more control over the customer experience from start to finish. This includes ensuring that deliveries are timely, food is handled properly and customer service is consistent with your standards. In most cases, you can also set your own delivery criteria—such as delivery zone, minimum basket value and delivery fees.

On the other hand, managing your own delivery fleet is often a lot more hassle for you, the restaurateur. You have to find and train delivery drivers, and with today’s sky-high turnover rates, hiring and training can feel like a costly and time-consuming continuous loop. 

With that said, outsourcing your delivery to a third party requires a lower initial investment, making it a more accessible option.

Third-party delivery services can easily scale to handle fluctuations in demand, without requiring additional resources from the restaurant. And by leaving the logistics of delivery to the experts, restaurants can focus on efficiently managing their core operations. Plus, with reliable integrations and intuitive, flexible delivery platforms, restaurants can rest easy knowing their service standards will always be met, no matter the order.

However, using third-party delivery platforms means relying on external drivers, which can limit your control over flexibility and customer delivery experience. But when you weigh convenience and reliability against a more personalised delivery approach, one option typically stands out as the clear winner. 

The right tools to support your delivery

Restaurant software that enables both self-managed delivery and on-demand delivery using a white-label third-party solution offers restaurateurs more options, more control and unparalleled flexibility. With this dual capability, restaurants can:

• Leverage their own drivers when available and reliable, or tap into a network of local couriers all while using their own branding. 
• Save themselves the cost and hassle of managing their own delivery fleet by outsourcing delivery to a white-label delivery-as-a-service solution.
• Adjust to last-minute staffing challenges—e.g. driver no-shows, sick leave or emergencies—without throwing your delivery schedule out of whack or negatively impacting your customer service or your bottom line. 

With Lightspeed’s Order Anywhere, for example, restaurants can switch between using their own drivers and using a third-party’s local couriers on demand. It’s literally as simple as switching between “My own staff” and “On-demand delivery” in your Order Anywhere delivery preferences.

Order Anywhere is Lightspeed’s ordering software that enables restaurants to grow their business with off and on-premise ordering—including QR code ordering, takeout and delivery—all commission-free. 

Now integrated with Uber Direct, Order Anywhere offers restaurateurs one of the most flexible delivery solutions on the market.

• Offer customers fast, reliable delivery using your own delivery fleet or Uber’s world-class network of local couriers on-demand.
• Give customers more options with same-day, express and schedule delivery.
• Own your customer data and give customers a fully branded experience.
• Consolidate orders from all your sales channels in your ePOS, simplifying your workflows and reporting.
• Scale delivery operations up or down as needed—adjust to your business’s evolving needs.

With Order Anywhere, it’s easier than ever to streamline and simplify orders, whether they’re placed in-house, online or over the phone. 

What is Uber Direct?

Uber Direct is a white-label delivery-as-a-service solution that lets restaurants take orders through their own channels (website, app, etc.) and then use Uber’s extensive network of local couriers for last-mile delivery on demand. 

• Fast and reliable: get your customers what they want when they want it. Build loyalty by offering on-demand delivery of goods through your app, website, or phone. Tap into the same network of couriers as Uber Eats.
• 0% commission, no marketplace fees: pay only a fee per delivery, no hidden charges and no deductions from the dollar you make. Uber Direct operates on a flat fee per delivery, to cover operating costs and the drivers fee. You can choose to pass some of this onto the end user, in order to offset your costs.
• More control over your margins: set the price your customers will pay for express, same-day and scheduled deliveries. Split the cost of delivery with your customers or pass on the full amount.
• Own your brand and customer experience: offer fast, reliable local delivery within a native brand experience. 

Note that Uber Direct is not the same as Uber Eats. Uber Eats is Uber’s food delivery platform, where restaurants can list their menus and get discovered by Uber Eats’ platform users. However, it should be noted that to list their menus on the Uber Eats’ platform, restaurants need the Uber Eats Marketplace integration.

Boosting your marketing presence

Using delivery platforms can significantly boost your restaurant’s marketing presence, opening up new avenues to reach customers beyond your physical location. By partnering with a delivery service—whether it’s a self-managed system or a third-party provider—you’re tapping into a broader audience who might not have otherwise visited your restaurant in person. Every delivery order becomes an opportunity to showcase your brand, from your packaging to how efficiently the food arrives, which helps build recognition and loyalty.

Plus, delivery platforms like Uber Eats and integrations like Uber Direct, allow you to feature limited-time offers or highlight popular dishes right on your digital menu, giving you the chance to drive more engagement with customers. Special promotions can be promoted through the platform itself, reaching users who are actively browsing for their next meal. This digital presence extends your reach, as customers can easily share their positive experiences online and through word-of-mouth.

When you integrate delivery with a platform like Lightspeed’s Order Anywhere or Uber Direct, you take it a step further. These solutions not only help streamline your delivery operations but also give you complete control over your brand experience, ensuring that every interaction, from order to delivery, feels consistent and tailored. You’re also offering flexibility that meets customer needs. 

Use the right solution for your business 

When it comes to delivery, flexibility and ease is key. Whether you’re managing your own drivers or tapping into a third-party’s reliable network, having the right tools in place makes management and operations easier. With solutions like Lightspeed’s Order Anywhere and Uber Direct, you can streamline your delivery operations, elevate your customer experience, and scale effortlessly. The best part? You stay in control every step of the way. 

Learn more about Uber Direct, and discover how Lightspeed’s powerful delivery integrations can help you boost efficiency, increase revenue and grow your business faster.

FAQs

Do I have to use Uber’s drivers for local delivery?

No, with Order Anywhere you can choose when, where and how you manage your restaurant delivery services. You are not obligated to use Uber’s courier network and can use your own delivery drivers if you prefer.

Can I use Uber Direct and my own delivery fleet to handle surges in delivery orders or improve delivery times?

No, you can’t use both your own delivery drivers and Uber’s drivers simultaneously. But, you can easily change your delivery preferences from “use my own staff” to “on-demand delivery” to gain access to Uber’s courier network if your fleet is out of commission for any reason. Keep in mind that once an order is placed, it cannot be reassigned.

Do I have to pay a commission to use on-demand delivery with Order Anywhere?

No, there are no commissions or marketplace fees to use on-demand delivery with Order Anywhere. You’ll pay a fee per delivery (based on distance and speed of delivery) and nothing else.