Five years ago the Harley family uprooted their family of four, plus three dogs from Milton Keynes and turned their back on corporate life to return to their Scottish roots to run an 18 room hotel on the Isle of Skye.

For husband and wife team Billy and Anne it was the best decision they made.  Their two boys have since left home to study, but life has never been better, and the hotel business continues to grow.  Investing in technology has been part of the key to this success.

When they moved into Uig, which is an old coaching inn dating back to 1831 and located on the hill above Uig bay offering stunning views, the hotel required a refresh.  In addition to location in its favour, Uig also had Zonal EPoS technology, although it wasn’t being been utilised to its full potential.

“We were impressed with the intuitive nature of Zonal’s EPoS and could see that it had the potential to offer us the insight we needed, so worked with the team to upgrade the Aztec EPoS solution and get the support that we required to optimise its functionality,” said Billy.

For the Harleys it was a question of improving food and drink sales across its bar and dining areas, while keeping a lid on staffing overheads.  Through its integrated business solutions, Zonal had just the answer with its handheld ordering system, iServe.

A reliable replacement to the traditional order pad, iServe can be installed on any iPod or iPad to create a mobile EPoS terminal, providing teams with full access to Aztec functionality from anywhere in the venue.  This allows team members to turn tables faster and deliver a superior customer experience, as they can take orders at the table and reduce visits to the bar and kitchen.

Billy explained:

“We pride ourselves on our quality homecooked food and work hard to source as much local produce as we can from Isle of Skye red deer to scallops, washed down with a local ale, Misty Isle gin or one of a range of Talisker single malts.

“With this focus on excellence, we needed to make sure that our teams had the tools available to deliver an equally outstanding service.  Since we introduced iServe it has proved to be a win, win for everyone.

“We have increased the number of people we can serve by up to 40% without having to recruit more serving staff, as the process of taking an order is so much simpler and more efficient.  iServe also improves accuracy as we take the order and send it straight from the table to the kitchen and bar without re-keying, which offers our customers a sleeker more professional service.”

For Uig the service from Zonal has also been appreciated.  Despite its remoteness – a six hour drive from Glasgow – Zonal has been on hand 24/7 with remote support.

“We enjoy a good relationship with Zonal, they understand our business and have the range of solutions in place to help us grow our business, while managing tight margins,” concluded Billy.

Zonal is the leading provider of integrated hospitality management solutions to over 16,000 leisure and hospitality businesses across the UK.  For over 38 years, the company has been working closely with clients to enhance the customer experience through market leading technology, experienced people and a partnership approach to business.

It’s revealed that the hospitality industry wastes 1 million tonnes of food per year, but are businesses A) aware and B) educated on how and what can be done to decrease this?

Without an efficient system in place to provide visibility to all areas of the business it can be hard for a fast-paced restaurant or pub to monitor how much waste they are generating on a month by month basis. As the saying goes, ‘if you can’t measure it, you can’t manage it’, but not only is this an extraordinary waste of food, it’s also acting as a slow puncture in company profit margins.

With a sophisticated stock management solution tailored to fit the requirements of your business you can say goodbye to unexplained food waste and stock count estimations. Zonal’s Aztec solution can streamline the entire process, providing tighter controls and real time reports on stock holding, usage, portion size and recipe ingredients across multiple venues.

The intuitive nature of a stock management system enables suggested orders to be made based on your current stock count and average performance of individual orders. Real time reporting also provides low stock alerts to ensure you never disappoint your customer by running out of their favourite sticky toffee pudding.

So invest in a stock management system today and quickly see the measurable improvements in speed, control and efficiency whilst making valuable savings for your business. Zonal is the UK’s No1 hospitality business solutions provider, offering you a tool for each step of the customer journey. Contact us today and find out how we can help you.

Restoring old boozers to their glory days is the secret of success for Bath Pub Company.

Friends Joe Cussens and Justin Sleath started their careers in hospitality and retail and took the plunge opening their first pub in the city of Bath, the Marlborough Tavern, in 2006.  This rundown, under-performing pub had all the potential for success in both character and location, and their judgement was spot on.

Joe’s experience of living in London and frequenting gastro pubs meant that when he returned to his home city of Bath he could see there was a gaping ‘gastro’ void to be filled thanks to an affluent population and high number of visitors.  The investment quickly paid off and, in 2010, they took over The Chequers, Rivers Street before launching Bath Pub Company in 2012, following the opening of their third pub the Hare & Hounds, Lansdown Road.

Currently with an estate of four, but with ambitions for further growth, Joe and Justin were seeking a technology provider that could give them the insight they needed to run a successful business, but with the flexibility to deal with a collection of unique pubs, as opposed to a consistent brand.

Joe explained:

“Each of our four pubs has its own distinct personality and we encourage our managers to run the pubs as their own. The chefs create their own menu according to what will work best for the pub, it’s about as far away from one size fits all as you can get, so we needed a technology partner that could cope with this challenge.”

This is where Zonal stepped in.

Managing director, Joe, said:

“We had an EPoS solution, but it failed to live up to expectation and was a constant source of frustration.  Having researched the market, Zonal had all the credentials and the integrated technology solutions we needed to effectively manage our estate.”

Having installed Aztec EPoS terminals and iServe hand held mobile devices, Bath Pub Company has witnessed an improvement in efficiency and productivity.

“The level of detailed data we are able to access through Aztec is second to none.  We have been able to drill down and identify everything from mistakes being made by staff, that when added up are costing the business, to the success (or not) of promotions.

“The reporting has given our managers a level of accountability and responsibility they didn’t have previously, and they have responded well to the opportunity and insight they now have at their fingertips,” added Joe.

Friendly, knowledgeable and superior service are core values of Bath Pub Company and Zonal’s iServe has helped them deliver their promise.  It offers a cost-effective, reliable replacement to the traditional order pad, providing access to Aztec EPoS functionality on an iPod or iPad.

From anywhere in a venue, whether outdoors in the garden or inside, team members can take orders, print and process payments, providing a superior service to customers.

“We have been able to turn tables quicker, increase sales with a slicker service offer and reduce waste through cutting down on mistakes.”

Employing around 100 full time and part time staff, Bath Pub Company has a flexible workforce that ebbs and flows during peak tourist seasons, so having an intuitive EPoS interface is also critical to minimising mistakes.

“Staff have had an input on the screen layout, improving accuracy when it comes to orders and billing.”

Aztec EPoS has a reputation for its flexibility and for Bath Pub Company it has been evidenced through its integrated stock module.

“Previously we had to use an external provider to manage our wet stock and gathering the necessary data from the EPoS was nigh on impossible.  Thankfully those frustrations are behind us and the process has been transformed and we can control our stock levels at each site far more efficiently.”

But it’s not just Zonal modules that integrate with Aztec, Bath Pub Company use labour management tool, S4Labour, and this integrates seamlessly, so the management team at Bath Pub Company can see labour cost versus sales on an hourly basis.  Not only that, Zonal’s attendance module, which also integrates with S4, has meant Bath Pub Company’s employees no longer have to clock in manually.

Joe explained:

“Our team members simply clock in at the start of a shift via a Zonal screen, which automatically updates the rota/time sheet on S4, saving a huge amount of time for our managers, giving them the time to focus on customer service.

“We are delighted with the functionality that Zonal technology has offered us and look forward to continuing our partnership as we acquire more sites.”

With last year’s snow filled winter going on for what felt like a decade, I think it’s safe to say us Brits have earned our long hot summer. Highs of 32, flip flops being an essential part of day to day life and the local pub garden being the most logical place to congregate and do what we do best moan that perhaps “it’s too hot” whilst sipping on a nice cold beverage.

Let’s face it the most imperative aspect of all decisions based on eating and drinking out during the summer months are centred around “do they have a garden”. Whilst that is fantastic for your customers it can be operationally challenging if your pub or restaurant hasn’t got the technology available to cater for outdoor dining and drinking.

With the longer and warmer summer days, people tend to drink more and if they are being looked after and not having to physically leave where they are sat they are likely to spend more, therefore, a solution like iServe could bring you additional revenue.

A dedicated EPoS handheld solution can streamline the entire process from taking orders to delivering them and collecting payment all without the customer needing to leave their seat. The comprehensive solution can be installed on any iOS device and work from anywhere in your venue, so not only is the process quicker it also reduces staff visits to the bar and kitchen, leaving your team more time to deliver a fantastic customer experience.

Speed of service paired with convenience is essential for diners, the GO Technology report found that 72% stated food not coming fast enough was their number one frustration followed by 45% who stated incorrect orders as a major annoyance when eating out. Therefore, an intuitive solution such as iServe is a must, with the capability to prompt staff with suggested ordering due to offers, stock availability and pricing ensures serving and kitchen staff work in harmony and a customer doesn’t have to worry about order mistakes or food delays.

One in six (17%) 25 to 34 year olds, according to GO Technology, say that not being able to pay quickly and move on is a major frustration. Once that last crumb and drop of wine has gone the consumer tends to be naturally ready to move on and therefore, having a quick handheld device that caters for integrated chip and pin payment as well as contactless functionality, including Apple Pay and Android Pay technology is the key to a satisfied customer.

At Zonal, we are constantly researching into the latest hospitality trends and utilising our quarterly consumer research to make sure we are always one step ahead and future gazing the newest technology solutions to bring to the market. Our core product offering is to install products that manage cumbersome tasks, so your bar and restaurant staff can focus on providing an all-round excellent experience for the customer.

So, make sure your EPoS is up to scratch and has the functionality to manage the summer influx of customers wanting to bask in the sunshine. Find out more here.

DON’T WORK HARDER: WORK SMARTER

How Jolly Farmers maximised covers AND created an enjoyable working environment at the same time.

With margins tightening and competition fierce, every restaurant and pub is under pressure to get more covers, serve more customers, and make more money. But the risk is that this may translate into more pressure on staff, slipping standards, and increased risk of burnout. However, there is another way. Instead of working harder, hospitality businesses can work smarter. A fully integrated booking and table management system has the power to deliver the Holy Grail for any GM or operations manager: higher yield and less stress.

 

INTRODUCING JOLLY FARMERS

Jolly Farmers is a busy pub-restaurant with capacity for 160 covers, popular with families and groups, and part of multisite operator McMullen. Over the past five years, General Manager Carolyn Jordan has lived through a change in the way they operate, with her site introducing the Zonal Bookings integrated booking and table management system to replace the old paper diary.

“You will not look back once you get Zonal Bookings. As long as every table’s allocated, you know that you’re going to have a good shift.”

– Carolyn Jordan, General Manager, Jolly Farmers

 

GO DIGITAL TO BRING ORDER FROM CHAOS

“Before Zonal Bookings, it was just pen and paper and pot luck really. One of the main advantages is the pressure that’s gone off the kitchen – plus we don’t have to worry about people double-booking a table anymore!”

With one unified system recording all bookings centrally, managers can wave goodbye to the chaos of accidental overbooking.

Whether a reservation comes in by telephone, website, email or even carrier pigeon, everything gets logged to the same central system for an accurate real-time view.

Crucially, it also gives you the power to plan, manage and control capacity, rather than simply reacting to demand.

 

TURN MORE TABLES MORE OFTEN

“If you use the table management system you can turn some tables five times in that day. We only cook till eight but we have turned some of the tables around up to six times.”

With knowledge comes power. Zonal Bookings users can effortlessly map out each table and set booking availability times that maximise its use throughout the session, optimising yield.

They can also collect email addresses from online reservations and send them automated reminders ahead of bookings to reconfirm or cancel, reducing the risk of no-shows.

 

SAVE PRECIOUS TIME AND LABOUR

“We used to have to put everything on an Excel sheet and then join tables together, doing table plans for the next day, then going back to update after getting more phone bookings. So you’re looking at two hours’ worth of labour at least.”

Using a purpose-built software solution made for the hospitality industry makes table management electronic, efficient and effortless.

 

RADICALLY BOOST COVERS ON SPECIAL OCCASIONS

“Last Mother’s Day we did 602 covers in total and our capacity is 160. With the old pen and paper system, we had to increase everyone’s turn time to two hours or more. But now we just let the table management system do what it’s supposed to do.”

On those peak seasonal occasions, harness the table management system to better organise table availability and timings, maximising the amount of covers you can serve.

 

REDUCE PRESSURE ON THE KITCHEN

“If you can make chefs’ lives a little bit easier and still take the same amount of money – actually more – then that’s got to be a bonus. And if they’re under less pressure they’re producing better quality food because they’re not rushing.”

By spreading availability intelligently, venue managers can reduce the high pressure caused by steep peaks in demand and ensure a calmer, better work environment for kitchen staff to produce their best.

 

MAKE THE TEAM MOTIVATED, EMPOWERED, AND WANT TO STAY!

“All my team – front and back-of-house – came up and thanked me after Mother’s Day, saying: ‘That was a really great shift, I really enjoyed it.’ And that’s on our busiest day of the year!”

Workplace stress is a notorious feature of hospitality businesses, and in a recent survey 64% of workers complained of getting no help from their employers. Giving your staff a positive, lower pressure working environment can only improve satisfaction and retention.

 

IMPROVE CUSTOMER EXPERIENCE

“It’s so user-friendly. Even your most junior member of staff can easily find customers a table by just pressing quick add. If it’s really busy you can check the waitlist and tell them exactly how long they have to wait.”

EPoS integration gives you real-time visibility of each table – right down to meal stage. This is hugely empowering for front-of-house staff, allowing them to give customers accurate wait-time estimates and say yes or no to walk-ins with confidence.

The simplicity and intuitiveness of Zonal Bookings software makes it user-friendly for all members of the restaurant team to handle. This improves both the promptness and quality of customer interactions.

“I think I want to push our covers to 650 or 700 next Mother’s Day. That will be achievable, if we really focus on manipulating the bookings. If you can push your bigger bookings then you just make more money quite easily without anyone even having to break a sweat.”

And why wait until Mother’s Day? With the fully integrated Zonal bookings and table management system, GMs and operations managers can deliver more covers in any session on any day of the year.

It’s not about wringing more out of your staff, squeezing in another table and chairs, or cutting corners on quality of service.

Instead, harnessing the power of technology to optimise processes can reduce stress and deliver higher yield, using the covers and staff you’ve already got.

With universities closing for the summer it is the prime time to start reviewing the effectiveness of EPoS around campus to ensure come September you have a fast, efficient and easy to use system ready to accommodate the stampede of new freshers.

Having multiple entertainment venues on campus all hosting a variety of promotions at certain times to cater for students ranging from meals, fresher nights and time sensitive drink deals it’s pivotal to be well equipped. Speed of service is essential, especially in a university setting, with each year bringing more tech savvy millennials wanting everything at a touch, tap or swipe of a button.

We change our smart phones more regularly than we change our tooth brushes and as a result of this, the number of consumers using their mobile to pay has doubled in the space of two years.

According to Zonal’s GO Technology research, 30% of 18-34 year olds have downloaded a bar or restaurant’s app and 44% of consumers have said the appeal is the regular offers and rewards that coincide with it. 73% of consumers want the option of a loyalty scheme with offers tailored to their preferences. With a loyalty module incorporated into your EPoS solution you can run customer programmes around preferences, frequency of visits and products purchased enabling you to maximise your ROI on promotions.

GO Technology ‘Need For Speed’ research found that nearly half (47%) of consumers claim food not arriving quickly enough is their number one frustration when eating out. With an onsite student union drawing in students from all years due to it’s hard to resist price list, Universities need to make sure they are processing orders, serving and taking payment as quickly and efficiently as possible.

Zonal’s customer, Luke Delderfield Licensed trade manager at the University of Hertforshire said:

‘We were impressed by Zonal’s EPoS solutions that included integrated chip & pin functionality as well as having a comprehensive support structure in place, giving us the confidence to move forward’

Zonal’s Aztec stock solution offers a sophisticated reporting and stock management functionality, providing complete visibility of current stock holding, bestselling products, waste and replenishment. Aztec enables stock management to be divided between multiple sites with separate reports for comparison of what site sells more or less of different products to reduce stock holding and increase margins.

Luke Delderfield went on to say:

‘The Aztec EPoS system has provided us with central control and access to data rich sales analytics which is key to identifying our customers’ spending habits.’

Ultimately this varied range of reporting capabilities enables universities like Hertfordshire to streamline their process and never run the risk of shortfalls on popular food and drink choices at multiple sites on campus.

Zonal has become the trusted solution for well respected universities such as Hertfordshire and The University of Edinburgh. Specialising in delivering tailored systems to fit the exact requirements of the client to provide immediate results.  Zonal offer a solution to cater for each step of the eating and drinking journey, so you can deliver a quick and seamless service for the students wanting a study break. Find out how Zonal has been the choice for so many other businesses by viewing our case studies.

The Zonal team will also be exhibiting at the NUS Trade Show 2018 at the NEC Birmingham on Thursday 5 July, so come and find out how we can help you with all your hospitality requirements.

Historic Nottinghamshire County Cricket Club, based at Trent Bridge, has brought its technology bang up to date with a £60,000 investment in Zonal’s EPoS system, which is set to give the venue payback within two years.

With more than 17,000 visitors through its doors at peak times, the Club was looking for an intelligent system to replace its old tills.

Hospitality is a key part of the Trent Bridge offer, from matchday food and drink to corporate hospitality and large event catering, but until now, the venue had 40 tills that were not networked, so sales reporting and keeping track of stock was cumbersome and difficult.

Since then, a total of 30 Aztec EPoS systems have been installed throughout the ground, hosting a collection of applications, ranging from finance and people management through to stock and promotions, that helps operators to run an efficient and profitable business.

General manager of catering at Trent Bridge, Jason Hollingworth, said:

“Our old system was no longer fit for purpose, but Zonal came forward with the solution with its Aztec EPoS and integrated business modules – and we haven’t been disappointed.

“The system is intuitive and, with the vast majority of our 225 full and part-time staff in the hospitality team familiar with Aztec, so minimal training has been required.

“The quality of the reporting is excellent, giving us detailed and timely reports, with up-to-the-minute performance data. As a result, we have made savings on better stock management, and menu changes and pricing have never been easier.

“Ultimately, the service we offer our visitors has improved, and that has to be a good thing.”

Trent Bridge’s solution includes Zonal’s payment system (ZPS), with integrated chip and pin and contactless functionality, including Apple Pay technology.

It simplifies the payment process and enables retailers to turn customers faster, streamline processes, reduce operating costs and maximise revenue potential.

Hollingworth added:

“Previously, we couldn’t even take card payments, but, being a top-flight sporting venue our customers were rightly demanding a speedier, better experience and now we are on trend.

“We are advertising the new service and expect that we will very soon be a 50:50 cash / card business, which is great news for everyone, as we can serve more people, quicker.”

Trent Bridge has been so impressed by Zonal’s technology that the ground is looking to build on its commitment by installing iServe, Zonal’s handheld order pad, and its kitchen management system, Kitchen iQ.

These additional modules, that fully integrate with Aztec, will form part of the ground’s £7million media broadcast facilities and hospitality catering suite that are under construction at the Radcliffe Road Stand end of the ground, due for completion in April.

“The new suite currently under construction promises to transform our hospitality offer at Trent Bridge and will include a high end, 70-seater restaurant,” said Hollingworth.

“We need to be able to offer a seamless service and Zonal’s technology, which is robust and reliable, will help us achieve that from taking the orders front of house, to fulfilling the orders in the kitchen, to payment and keeping track of sales and stock availability.”

Zonal has been voted the Best EPoS brand by readers of Restaurant magazine and BigHospitality.co.uk.

The Readers Choice Awards are in their ninth year and are considered the pinnacle of success as they are voted for by customers and not industry bodies. Hundreds of hospitality professionals from across the restaurant and pub sector voted in the annual awards which recognised 23 categories, ranging from Best Fish Supplier, through to Best Service Company to Best Gadget. A full list of categories and winners are listed here.

Zonal was recognised for it’s Aztec EPoS system, which is used in over 14,000 hospitality businesses throughout the UK.

“We are delighted to have this public vote of confidence and stamp of approval for our technology solutions.  Over the years we have strived to deliver the very best in terms of product and service, giving the tools our clients need to deliver an efficient, profitable business and a first class customer journey.”

Stuart McLean, Zonal’s chief executive