When most restaurants were scaling back during the pandemic, Crabshakk made a bold move: they expanded. With the help of Maitre’D POS, this Glasgow-based seafood restaurant launched a second location, streamlined operations, and transformed their guest experience – without missing a beat.
Expanding in a Crisis
At the height of COVID-19 restrictions, Crabshakk chose growth over retreat. Instead of pausing operations, the team opened Crabshakk Botanics, a larger, more ambitious venue.
“It was a gamble,” said Restaurant Manager Tom Juke. “But we decided the time was right. Instead of flipping our chairs and waiting it out, we bet the farm on opening a new venue.”
To make it work, Crabshakk needed to modernise its technology – and fast.
From Basic to Built for Growth
The original Crabshakk Finnieston had been running on a simple setup: one POS terminal and two ticket printers. Orders were taken manually, gift cards were handwritten, and reservations were only accepted by phone or in person.
That model couldn’t support the scale or speed required by a second location. The team needed a system that could centralise operations, simplify service, and support their evolving needs.
“Our basic Maitre’D setup was very 1990s. It worked for a small space. But for Crabshakk Botanics, we needed tech to be the foundation of our customer experience.”
— Tom Juke
What They Needed
Crabshakk’s goals were clear:
- Speed up order-to-table times
- Enhance guest experience
- Connect both venues with real-time transparency
- Move reservations and gift certificates online
- Consolidate POS and payment processing under one provider
- Enable mobile ordering throughout the restaurant—inside and out
Why Maitre’D Was the Right Fit
Crabshakk selected Maitre’D for its flexibility, scalability and ability to deliver on every operational requirement.
- Kitchen Display System: Replaced printed tickets and eliminated communication delays
- Fully integrated payments: PayFacto’s EMV-certified solution streamlined payment and reduced errors
- Centralised management: One platform for inventory, reporting, forecasting, HR, and more
- All-in-one vendor: Maitre’D provided tablets, KDS, terminals, card readers, and more
- Gift card and online reservation support: Simplified and digitised customer touchpoints
- Third-party compatibility: Allowed seamless integration with existing systems
“Maitre’D, as it always has, proved to be instrumental in our successful expansion. The team was hands-on—helping with everything from Wi-Fi placement to third-party integrations.”
— Tom Juke
Integrated Payments That Make a Difference
With Maitre’D and PayFacto’s integrated payments:
- Servers take payments directly at the table using handheld devices
- End-of-day reconciliation is faster and more accurate
- Payment processing costs decreased thanks to competitive rates
- Support is handled by a single responsive team
The Results
Since the expansion, Crabshakk’s numbers speak for themselves:
- Two venues, now operating seamlessly
- 120 total seats, up from one small dining room
- 2,500 covers per day, up from 500
- Six POS terminals across both locations
- Two Kitchen Display Systems improving speed and accuracy
“Maitre’D is a bedrock of our success.”
— Tom Juke
Crabshakk’s story is a testament to the power of planning, partnership and the right technology. With Maitre’D, they didn’t just survive a crisis – they grew stronger because of it.
Ready to build a solution that grows with your restaurant?
Let’s create a system that’s Made to Order for your establishment.
