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.”
David Morgan, 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.”
David Morgan, Operations Director, LGH
This is a Zonal EPoS till

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!”
David Morgan, 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.

Quick, seamless service that delights customers
Orders sent straight to the kitchen automatically
This is a clock icon
Intuitive solutions have reduced time spent training staff
A solid partnership to support future growth for LGH
“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.”
David Morgan, Operations Director, LGH

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