In Manchester’s vibrant dining scene, Higher Ground stands out as a restaurant that reinvents itself daily. Co-owners Richard Cossins and Daniel Craig Martin opened their permanent location in February 2023, after starting as a pop-up in early 2020.
This British bistro offers a daily changing menu and minimal intervention wines within a distinctive setting. “It takes the idea of an open kitchen to the max,” says Martin, with the entire workspace visible to diners, surrounded by a U-shaped seating area. “It’s a really unique experience for guests to feel involved in what goes on.”
A showcase for seasonal creativity
For Higher Ground, creating the best possible guest experience doesn’t mean having a huge menu with something for everyone. Rather, their menu is streamlined and constantly changing based on what’s available from their own farm in Cheshire. “There’s always something exciting for the guests to encounter if they return or when they dine for the first time,” says Cossins.
The entire team is committed to locally sourced produce, and Martin believes that their close connection to the farm is what makes their offering memorable. “Everyone here is so driven and so dedicated to the vision of what we’re trying to create,” he says. “There’s knowledge about the ingredients, the produce and the drinks that we serve,” which makes for an “incredibly rewarding experience as a guest”.
The challenge: managing constant change
The dynamic menu may be a selling point, but it comes with logistical challenges. “We oftentimes run out of dishes throughout the week,” says Martin, so it’s imperative that the team can keep track of availability to avoid disappointed guests. They have worked with many different point-of-sale (POS) systems and have found that not all are agile enough for their needs. “If we have to change 15 things every time we want to change one, it really slows you down,” he says.
Like all restaurants, Higher Ground faces the daily challenge of maintaining high standards. But with guests having a clear view of the kitchen team at work, running a seamless operation becomes even more crucial here. “It’s about making sure that guest experiences are upheld and really delivered every time,” says Cossins. To do that, they need a system that makes every part of the process more efficient. However, they have found that most systems are unnecessarily complicated: “A lot of these companies offer so many bells and whistles that end up just using too much of your time,” says Martin.
The solution: A simple yet flexible system
“The reason we started using Square is the balance that it strikes between flexibility and simplicity without being too rigid,” explains Martin. With its uncluttered interface and customisable elements, Square’s restaurant POS system has proven to be the right fit for this fast-paced environment.
Real-time menu management
Higher Ground’s ever-changing menu requires a responsive system that can keep pace with their creativity. With a dynamic offering, inventory tracking is crucial: “Square helps us provide a better service through the night by tracking dishes and making sure all of our team is aware of what dishes sell out and when to keep guest expectations as high as possible,” says Martin.
Integrated systems for personalised service
One of the key requirements for this restaurant’s POS is that it connects to other systems. “The way that Square integrates with our other third-party platforms is seamless and highly efficient in terms of us being able to hone in on that personalised guest experience,” Cossins says.
The integration between Square and the booking platform OpenTable is particularly helpful. “We’re able to see guests’ visits, what they’ve ordered item by item, and we can look back over their guest notes,” he explains. Having easy access to all this rich information enables them to deliver a truly tailored service.
Guest-centric payment options
At Higher Ground, every step of the experience is considered, from the moment the guest makes a booking to when they collect their coat at the end of the night. Paying the bill is an important part of that process, and offering convenient options for receipts shows attention to detail even as guests prepare to leave.
Cossins notes that Square payment terminals allow them to accommodate various guest preferences. “If they need a VAT receipt, it’s easily facilitated. We can email, we can print, we can even text them the receipt if they need.”
Beyond efficiency: Creating exceptional experiences
The team values how Square’s straightforward system allows them to focus on what truly matters: creating exceptional guest experiences for a diverse clientele. “Whether it’s a special occasion or somebody just passing by on the way to the train to have a glass of wine – we hope that people feel confident that they’re going to have great service, great food and a great time,” says Martin.
With operations running smoothly, Higher Ground is looking toward the future. “We’re continuing to add talent to this already existing very skilled team, which is a very exciting phase,” explains Cossins. As they expand the business, the foundation of an efficient system allows them to stay true to their vision: a restaurant that constantly evolves while consistently delivering excellence.
