Automated tipping being rolled out in Aussie restaurants

Diners at Australian hospitality venues have traditionally opted out of tipping serving staff— but a new piece of technology could change that.

Australia has long resisted a culture of tipping at bars and restaurants but new technologies making customers opt out if they don’t want to tip have ignited a new debate.

Tap and order apps like me & u allow customers in venues to use QR codes to order without the need for wait staff to attend their table.

But the app also has an “enhanced tipping” function which guides customers to leave a tip as a default as they finish up their order.

me & u confirmed tipping — a practice more ingrained in the US hospitality industry — had risen astronomically at the Sydney venues that had been using its platform.

“Me & u enhanced tipping generated $2.2m in tips for hospitality staff in 2021,” a me & u spokesman said.

A Me & u table scanner, where diners can place orders for food and drinks- and leave tips for staff.

“Given the landscape over the last two years, the consumer trend we’ve observed is that Australians have missed hospitality and are thrilled to see their favourite venues opening their doors again and are keen to support them in doing so.”

“Tipping is consumers’ way of saying thanks to the industry.”

Tipping could become the new norm in Aussie venues with the new tech. Picture: Toby Zerna

But tipping workers via an app that allows them to do less — taking one trip to your table instead of two — does not sit well everyone.

“There’s diminished service because they’re waiting for you to order through an app instead of seeing that your glass is empty,” Chris Deale, owner of the Dove and Olive pub in Surry Hills said.

“We don’t use the QR code ordering system because it takes out that human element.

“It does feel like you’re being forced to tip with those QR code platform.”

Dove and Olive pub owner Chris Deale isn’t a fan of the hi-tech tipping measure. Picture: David Swift

He said Australians should be wary of adopting the US tipping culture.

“In some places they expect up to 18 per cent and it’s a slap in the face if they don’t get it, it’s a bit over the top,” Mr Deale said.

Karma Lord, director of hospitality union Hospo Voice, said a shift towards a culture of tipping would only harm workers.

“We must not get to the point of a US-style system where tips replace wages. More than tips which are unreliable, hospitality workers need a reasonable pay rise to help keep up with the soaring cost of living,” she said.

“Tips are a welcome bonus for Australian hospitality workers who are among some of the lowest paid workers in the country, but they are no substitute for decent wages.”

Etiquette expert from the Sydney School of Protocol, Julie Lamberg-Burnet, said any tips should be linked to standout customer service.

“Increasingly we value those experiences where we receive exceptional customer service at a restaurant,” she said.

“In the Australian context while it is not expected we will tip on every occasion, [ …] we see more Australians feeling at ease and tipping more generously when they receive great service.”

The Dove and Olive’s old school tip jar. Picture: David Swift

Sydneysider Ned Silva, 23, said he didn’t see why he should tip staff who use the app. “What’s the point in it? I’m not going to tip a robot,” he said.

And Tim Fathers, 27, said he didn’t mind tipping but was not a fan of the apps either.

“I’d prefer to tip to the service – its their job and their thing. Im not a fan of the application,” he said.

Jess Rudwell, 25, said she was happy to tip on the app.

“I think it gives you more time to think about it if you want to tip or not and also helps not offend anyone while they are by the table.”

“I think the human element though makes you want to tip more.”