LGH Hotels Management improves speed and consistency of customer service with upgrade to Zonal
Introducing LGH Hotels Management
Founded in 2018
Brands include Crowne Plaza, Holiday Inn, Hilton and Hallmark Hotels
Operates 55 hotels across the UK
Focus on delivering exceptional guest experiences and strong investor returns
“Customers look for speed and consistency. Expectations around timing and delivery that we see on the high street are now the same in hotels, and Zonal certainly helps us deliver both.”Operations Director, LGH
The business challenge
LGH needed to update its point of sale systems across 21 hotels, as the current solution had reached end-of-life. Challenges interacting with their existing provider led them to look at alternative solutions.
LGH wanted a tech partner that could deliver outstanding service
They wanted to ditch the old-fashioned pen and order pad
They wanted to deliver the ‘grab and go’ experience
“It was a real partnership. We worked together to get it right, nothing was too much. They’re good people. They’re decent folk, and that’s important.”Operations Director, LGH
The solution
After a thorough search, LGH selected Zonal’s Aztec EPoS system and additional connected solutions. LGH rolled out Zonal’s EPoS and iServe handheld ordering devices, which allow front-of-house staff to send orders directly through to the kitchen. By partnering with Zonal, LGH benefits from:
- A robust, future-proofed EPoS that integrates with other existing systems, including their PMS Opera
- Powerful reporting and business analytics
- Quick and convenient ordering from tables
- The ability to give guests the speedy experience they expect
- A comprehensive service package to minimise downtime
- Superior customer support 365 days of the year
“iServe has been very well received; it’s very user friendly. People are expert users after just 20 minutes, there’s no need for the two-week training courses that we used to have to give staff with new technology!”Operations Director, LGH
Results
Upgrading to Zonal has given LGH a reliable, powerful EPoS that’s purpose built for the hospitality industry. The roll-out of iServe has also given staff the ability to delight guests with quick, seamless service.
“The service of the engineers is great. And they carry spares in their vehicles, which helps to avoid any expensive downtime – and most companies don’t do that. You need continuity, we don’t have big teams internally waiting around to do that, so it’s key.”Operations Director, LGH
