Nimax Theatres is home to many of London’s iconic West End theatres: Apollo, Duchess, Lyric and Palace Theatre.

Despite the rich heritage of the theatres that date back to 1889, Nimax, which was established in 2005, has brought its technology bang up to date since teaming up with Zonal.

We all know that queuing for a drink during the interval can be time-consuming and was something Nimax was keen to resolve with an EPoS solution that could manage its 40,000 plus weekly footfall.

The search for a suitable EPoS partner was brought into sharp focus back in 2016 when The Palace was chosen to become the home of the award winning Harry Potter and the Cursed Child Parts 1 and 2.  To meet the unique demands of the play that runs over two performances and create a magical experience beyond the stage, the 1,400 seat theatre had to undergo a complete refurbishment from the stage to the bar areas.

“A total sell out, often with two performances in a day, meant we had to reimagine our bar areas to manage the unusually large number of people visiting both performances, so it was the ideal time to update our technology to optimise the trading opportunity,” explained Nimax’s customer experience manager, James Charlton.

Having asked contacts in the hospitality industry who they would recommend as their EPoS partner, Zonal’s name kept cropping up.

James added: “Zonal had that ‘star’ quality we were looking for and we’ve not been disappointed.  The levels of support, training and service we required have been surpassed, especially as we need to know that someone is there to help in the evenings, including weekends.”

Nimax has now installed 50 Aztec EPoS terminals into all six theatres, as well as its integrated card payment solution and digital signage system, AdMargin.  In terms of sales and customer experience the upturn has been immediate.  “As soon as we go live with Aztec in a theatre, the impact is tangible with a significant increase in sales highlighted in the weekly reports, which we can now access hassle-free.

“Everything has sped up and made us far more efficient from the real-time reporting we can access across the group in terms of trading trends, stock levels and tracking waste, to taking efficient contactless payments.  In the past our staff had to do the mental arithmetic and enter everything manually, now it’s managed through the EPoS, so they can spend the time preparing drinks and deliver a superior service.  The room for error has also been removed.”

In addition, AdMargin is proving to be an exciting addition to Nimax’s marketing, as the team can remotely manage promotions and advertise shows in other theatres by automatically streaming dynamic content, such as images and video, onto the digital signage system.

The system’s unique technology enables Nimax to tailor campaigns to respond to date, location and time of day for a truly personalised experience.

For James, Zonal technology has taken the ‘drama’ out of service and released the pressure on the interval drink, helping the group deliver memorable experiences (for all the right reasons) that match the quality of the shows it puts on.

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.

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.”

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.

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.”

Expansion is on the menu of The Snug Kitchens & Cocktails and having the infrastructure in place to manage growth is vital.

So six years ago, Snug decided to bite the bullet and invest in an EPoS system that had the flexibility to grow with them.  On recommendation, they turned to Zonal and now all nine of their friendly neighbourhood pubs, across Hertfordshire, Buckinghamshire and Cambridgeshire, have Aztec EPoS.

Snug’s Business Intelligence Manager said:

“Zonal’s experience of the hospitality sector, and pubs in particular, is second to none.  We had confidence in the stability of the technology and team, who are so knowledgeable and give us great service and support.”

Zonal’s Aztec EPoS system hosts a collection of business modules, ranging from Finance, people management through to stock and promotions that enables operators to run an efficient and profitable business.

“The systems make the day-to-day running of the business easier and more structured, we use many features within Aztec to ensure accurate, real-time reporting and business insight.  The exceptional reporting abilities through Zonal’s Dimensions Management Reporting software also allows us to create and circulate performance reports quickly and easily,”

Snug has also invested in Dimensions+, which is an extension to the Dimensions reporting module that comes as standard as part of Aztec EPoS.

“Dimensions+ is extremely intuitive and mines data quickly, so that we have more time to focus on our business… The old adage ‘a picture speaks a thousand words’ relates to Dimensions+ as it does the same thing for spreadsheets, transforming data into a graphic, which is great to share with employees.  It’s a game changer!”

In addition, Snug has introduced Zonal’s handheld ordering system, iServe.  It gives front of house teams the tools to deliver a slick customer experience, by providing them with access to Aztec EPoS functionality on an iPod or iPad. From anywhere within a Snug bar, team members can take orders, print and process payments, providing superior customer service.

They continued:

“Our teams have welcomed iServe as it helps reduce the time to take an order and minimises the risk of making mistakes.  Also, because it’s integrated with Aztec in real-time, our teams can access stock availability, pricing and the latest promotions, giving them the confidence to interact with guests.

“It’s incredibly intuitive, so new team members can pick up the device and get started almost immediately.”

For Snug, the ability to integrate and add programmes, such as loyalty and table management, to the existing EPoS system is vital.  However, next on the Snug agenda is Zonal’s Purchase to Pay solution, soon to be rebranded Acquire, giving the ambitious bar operator tighter control of their stock control, ordering and the price they pay for goods.

Always looking at ways to drive sales, Snug is also looking to introduce Gift Cards to further enhance the service it offers guests.

“There is so much potential with the Aztec EPoS and we have just scratched the surface.  We have a great relationship with the Zonal team and they are very good at holding our hand and making sure we don’t jump before we can walk.  They are always on hand to answer any questions we have and we always get a quick response from the team at the Help Centre.

“We look forward to working very closely with Zonal over the coming years as our businesses grow”

National casual dining restaurant operator, Strada, has teamed up with Zonal, to meet the demands of modern day diners, increase speed of service and ease payment methods.

Strada has four sites with big ambitions of growth for the coming three years, and wants to ensure that its’ technical infrastructure is up to the challenge.

Strada’s CFO said: “We had an outdated till system that wasn’t giving us the live data that we needed to operate efficiently and meet the demands of modern day diners in terms of booking, speed of service and ease of payment.  Zonal’s integrated Aztec EPoS system gives us the foundations on which we can build a fully integrated hospitality IT package that supports our teams and enhances our customer experience.”

For Strada, having the confidence to work with a business that continuously invests in innovation, offers a partnership approach, comprehensive training and hands on support together with the capacity to scale was key.  Zonal ticked all the boxes and the Strada team has been impressed with the service it’s received to date.

Each Strada venue, stretching from Edinburgh to Portsmouth, has installed an Aztec EPoS solution, with iServe and Zonal’s Card Payment System (ZCPS).

iServe is Zonal’s handheld EPoS Solution, which offers access to Aztec functionality on an iPod or iPad. iServe allows orders to be processed faster and tables turned around quicker with staff visits to the till reduced.

“iServe has been a hit with our front of house teams, especially those sites with large outdoor areas, it gives them greater control and they spend less time running backwards and forwards to the till, freeing them up to serve customers and better manage tables.”

With consumers demanding a faster finish, payment has also become a crucial part of the customer service journey. Research shows customers’ time is the most precious commodity of all and they expect a speedy reliable seamless payment solution.

Fully integrated with Aztec, ZCPS offers improved speed of service eliminating the need to re-key amounts, providing an overall quicker processing time.

 “We have definitely seen the benefits of providing our customers with a speedy and flexible payment process. It simplifies settling bills, especially if groups of customers wish to split the total cost and only pay for what they have individually ordered,”

As for the future, Strada values the input of Zonal’s new product development team who have the knowledge and skills to bring genuine added value to the group’s expansion plans.  “We are a tight team at Strada and to employ dedicated technical development specialists isn’t an option, so to be able to tap into this responsive resource is invaluable,” they explained.

Having embedded the new technology, Strada is now considering its next move with Zonal.  The management team is considering introducing Tables and Kitchen iQ to further improve the customer experience.

Zonal’s Tables system, manages and optimises seating and reservations, which is tightly integrated with Aztec and the customer database, providing key information such as visit history and loyalty as part of the booking and check-in process.  It helps operators, such as Strada, plan staffing rotas, maximise table turnarounds and ultimately enhance the customer journey.

And Kitchen iQ is designed to help improve speed, quality and accuracy of service and transform the overall dining out experience.  It provides a comprehensive kitchen and service management solution that delivers visible real-time information to both kitchen and service staff. The versatile system can be tailored to the needs of any operation and, as it’s also fully integrated with Aztec software, it completes Zonal’s unique service tool chain.

“We are taking one step at a time and making sure we have embedded the first stage of our Zonal solutions. We plan to build on this as our business grows and functionality becomes available or becomes right for us to implement”

Integration of systems, especially the link between drinks and food orders and room bills is a major issue for hotel operators, accounting for thousands of pounds in lost revenue annually.

Leading Cornish and Devon hotel operator Brend Hotels has checked out a new hospitality solution from Zonal that seamlessly bridges the gap between front and back of house.

Brend Hotels operates 11 award winning luxury venues across Devon and Cornwall that specialise in providing stylish accommodation.

Due to the organic growth of its business, Brend Hotels had been using a combination of systems including standalone tills provided by a local POS supplier. Each hotel had been operating as a single site with no holistic view across the entire estate, or comprehensive reporting at an enterprise level.

“Due to the nature of our business growth, we wanted to create a system that would give us greater visibility on performance across our developing estate, so that we could identify issues and opportunities for growth. We needed a solution that was flexible, efficient and cost effective, that would integrate seamlessly with our existing infrastructure and grow with us. And, we needed to work with a company that really understood hospitality.”

Tony Clarke, Brend Hotel’s IT Manager

Brend Hotel’s previous systems had been unreliable and were not integrated with its Property Management System (PMS) making it difficult to post charges to customers’ rooms resulting in a sustained loss of revenue. This issue played a significant part in the decision to partner with Zonal.

In 2005 the company appointed Zonal to install its Aztec EPoS front and back of house system in its hotels, integrating with Brend’s existing PMS system for room postings.  Currently five locations now use Aztec, including a beach-side cafe at the Saunton Sands Hotel, Devon.  The system connects to the hotel for room charges, enhancing the overall customer experience.

 “This was an important development for our expanding business and we needed to work with a professional and reliable supplier that could support us every step of the way. Zonal’s experienced team provided hands-on installation and on-site support that was invaluable in creating a system that adds real value to our business.”

More importantly, Zonal’s system was flexible enough to cope with the demands of a multi-site hotel operator. Simple to install and operate, the system was easily configured to respond to the different needs of each hotel.

As a further extension to its systems Brend Hotels recently installed Kitchen iQ, Zonal’s kitchen management system in the Terrace Lounge and Bar at its Saunton Sands operation.

With Kitchen iQ, seven screens have been installed in the kitchen, and a pager facility implemented to indicate when orders are ready, which has already improved operational efficiencies and speed of service.

“The initial Kitchen iQ trial has been really positive with a marked improvement in customer satisfaction and the turnaround of orders. The Zonal team has been on site to install the equipment and train our team so that they understand the benefits and how it can improve the overall customer experience. It’s this professionalism and reliability, together with an in-depth understanding of hospitality that has made Zonal a valued supplier to our business.”

Looking ahead, Brend Hotels is determined to exceed its customers’ expectations and maintain its focus on quality service in unrivalled surroundings.

“Although our customers don’t see the systems behind the scenes, they play an integral role in making sure that we deliver a great experience. From checking in, to room charge posting and the accurate and efficient delivery of food, we now have a system in place that not only delivers robust reporting but improves customer satisfaction levels, which in an increasingly competitive marketplace, is a real bonus.”