The latest research from Zonal and CGA by NIQ, reveals that the number of consumers not showing up for their reservations in pubs, bars and restaurants has doubled since September last year. A significant 12% of consumers are still not honouring their reservations and not informing venues in advance that they need to cancel.
The latest findings highlight the financial impact that not turning up has on the industry – costing the sector £17.59bn per year in lost revenue alone and the damage is even greater once wasted food and staff costs are taken into account. Unsurprisingly, restaurants are the most severely impacted, as they experience 27% of the cancellations across the industry.
Following the launch of the industry-wide #ShowUpForHospitality campaign that was spearheaded by Zonal in September 2021, the percentage of hospitality customers booking but simply not turning up dropped from 14% at launch to 6% by September 2022. A further 12-months on again, however, and consumers appear to have fallen back into old habits and rates of no-shows have significantly increased once more.
Commenting on the findings, Olivia FitzGerald, Chief Sales and Marketing Officer, Zonal said: “These latest insights show that no-shows are still very much an issue facing the industry and it is a costly one. It is important that we continue our efforts to educate customers on the impact that not honouring bookings has on the industry, as well as finding ways for businesses to help reduce the risk of these no-shows occurring.
“We launched our #ShowUpForHospitality campaign in 2021 in order to shine a light on this issue, change consumer behaviours, as well as start an industry discussion as to how best to combat this long-standing problem. Whilst the industry has made significant steps to reduce these figures, there is still more work to be done. We want to again bring the industry together to raise awareness of the issue, to share knowledge on how to mitigate the problem, as well as encourage customers to always show up for hospitality and help support their local pubs, bars and restaurants.”
CGA by NIQ’s Client Director, Andy Dean said: “This research is incredibly important in highlighting the impact no-shows are having on the hospitality sector, whilst customers might think missing a reservation is only a minor inconvenience for the venue and staff, the wider connotations need to be emphasised to customers, so they appreciate the need to show up for hospitality, support the industry and the workers within it.”
Visit the campaign page to learn more, join the conversation and help spread the message far and wide in order to encourage customers to #ShowUpForHospitality.
Join the conversation and help us make no-shows a thing of the past
No-shows cost the hospitality industry an estimated £17.59 billion in lost sales every year. Join our group of passionate industry supporters to help spread the message far and wide and encourage customers to #ShowUpForHospitality.
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Latest figures reveal 11th October as the most popular day to make a Christmas Day booking in 2023
However, for pre-Christmas get-togethers the most popular day on which to book is the 29th November, new consumer data reveals.
Our latest insights have revealed that 11th October is the most popular day for people making reservations for Christmas Day. Other popular days for making Christmas Day bookings include 5th October (in second place) and 27th September.
For Christmas Day the average booking size is for five people, however the research shows that the average booking size over the entire festive period is for 10 guests.
When it comes to these larger festive bookings, the most popular dates on which to make a reservation are 29th November in the top spot, followed by the 28th, 27th and the 22nd, according to data from 2022.
The findings highlight the importance of promoting Christmas Day offers early in the Autumn and party offers later in the season. Operators should also ensure they have the tools in place to accommodate seamless and simple bookings. According to our research into booking trends, a third of consumers now use social media to book tables and so having a reservation system that can be linked to these online platforms will also benefit operators. Connected technologies and automated systems that send out automatic reminders and confirmation communications will also help prevent no-shows, drive reservations and ultimately boost revenue.
Commenting, Olivia FitzGerald, Chief Sales and Marketing Officer, Zonal, said: “At special times such as Christmas, bookings are an important part of the customer journey. With December being the most important time of the year for many hospitality businesses, promoting Christmas bookings and juggling table plans to maximise availability will help operators make the most of the festive period.
“Sadly, there are still plenty of people who do not honour their reservations and this continues to be an extremely costly challenge for venues. Our #ShowUpForHospitality campaign revealed that no-shows cost the industry £17.6bn a year, which is staggering. With 58% of people now preferring to cancel digitally, sending reminder emails and making it quick and easy for guests to change their bookings is a good way for operators to reduce no-shows.”
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We are proud to unveil a number of internal changes within our executive team and are thrilled to introduce a new Chief Operating Officer, Chief Customer Officer and Chief Financial Officer.
Joel Chapman becomes our new Chief Operating Officer
With an extensive career spanning over two decades at Zonal, Joel has been a cornerstone of our account management function. Now, as our Chief Operating Officer, Joel’s experience and vast knowledge of the company will bring valuable customer insights to his new role.
Introducing our new Chief Customer Officer: Max Gee
As Joel Chapman moves into his new role, we couldn’t have found a better successor than Max. A dedicated Zonal employee since 2012, Max has consistently demonstrated passion and commitment to our customers. His promotion to Chief Customer Officer is a testament to his exceptional skills and deep understanding of our clients’ needs.
Kris Rushton is our new Chief Financial Officer
We are delighted to introduce Kris Rushton as the new Chief Financial Officer, an exciting move from his previous role as Finance Director. Kris’s rise through the ranks, since joining our family in 2016 as a Finance Manager, showcases his outstanding dedication to Zonal’s success. His expertise will play a pivotal role in our continued growth and achievements.
Commenting, Zonal Chief Executive Stuart McLean, said:
“We are very excited to make these appointments and they are all great examples of what a successful career at Zonal can look like.
Joel is a true advocate with an unrivalled passion for all-things-Zonal, while Max has always been a true Zonal star. Kris is a perfect example of someone who demonstrates a fantastic work ethic, living and breathing our core values. All these appointments are well-deserved, and I am very much looking forward to working with them all and the wider exec team, to really catapult Zonal to the next level.”
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Father's day proves a gift for hospitality industry with bookings up by 27% on last year
Bookings for Father’s Day up more than a quarter this year, while a record number of dads received hospitality gift cards
The latest research from Zonal and the hospitality commerce platform Toggle, shows bookings for Father’s Day 2023 rose by 27% compared to last year, while a record number of dads will have been given gift cards for meals and drinks as sales of hospitality gift cards increased by 88%.
Compared to pre-Covid, reservations for Father’s Day in pubs, bars and restaurants were up 16%, with the most popular time to book being three days in advance, which accounted for nearly half (54%) of reservations. Many left it until the last minute, however, with 23% booking on the day.
In further good news for operators, cancellation rates were low, with four in five honouring their booking. The most frequent reasons for cancelling were given as Covid or chickenpox.
At the same time, Toggle fulfilled sales of nearly £700,000 worth of gift cards in the run up to Father’s Day alone this year – an increase of 88% on 2022. In fact, the firm’s digital gift card sales have grown by a staggering 1,900% since Father’s Day in 2019, when total sales were £30,000 – showing how gift cards can generate additional revenue for operators.
The sales bring Father’s Day into the top three annual occasions when it comes to gifting, joining Mother’s Day and Christmas.
Olivia FitzGerald, Chief Sales and Marketing Officer, Zonal said: “These booking numbers are great news for hospitality operators and show that consumers remain willing to go out and treat themselves and loved ones on big occasions, despite the cost-of-living crisis. Operators can make the most of the Father’s Day opportunity next year by promoting booking in advance, creating special Father’s Day offers and cashing in on a growing gifting opportunity for the industry. Not only does this drive incremental bookings and spend but helps operators to secure advance revenue and positively impact their cash flow.”
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Zonal is celebrating after scooping the award for the Hospitality, Hotel & Leisure Family Business of the Year at the prestigious Family Business of the Year Awards, hosted by Family Business United.
Family business across the UK convened in London in the delightful grounds of the Royal College of Physicians to celebrate the contribution that family firms make to the national economy and to crown the winners of the Family Business of the Year Awards 2023.
Family businesses are the engine room of the UK economy and with 6 million family firms employing around 14 million people in all corners of the country, making a massive impact every day.
Zonal was established in 1979 when the late Ralph McLean created the first EPoS system which developed into the current hospitality tech suite used in thousands of businesses throughout the UK and the US.
Today, Zonal remains a family business with Ralph McLean’s son, Stuart now CEO, and four family members on the board. Family values are important to the culture of the company and are at the heart of its relationship with its employees and customers.
Commenting on the award, Stuart McLean said, “Zonal was honoured to win the Hospitality, Hotel & Leisure Family Business of the year at the Family Business United awards. Being a family business is something that we at Zonal are exceptionally proud of and to receive this recognition within the hospitality sector, is fantastic. At Zonal we pride ourselves in being ‘part of the industry’ and this award demonstrates that our commitment to this is paying off. We are more than a tech company, we are, and always will be, proud to be part of the hospitality industry.”
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Bookings up 14% for Easter weekend as consumers defy the cost-of-living crisis to celebrate the first bank holiday of the year.
Our recent figures revealed new insight showing a 14% increase in bookings over the Easter bank holiday weekend compared with 2022.
Brunch proved a big winner this year, with bookings up 98% on 2022. While this still accounts for less than 1% of overall bookings, brunch presents an untapped Easter opportunity for hospitality businesses to drive sales and revenue next year.
Across the four-day period Easter Sunday lunch was the most popular booking among consumers, while Friday and Saturday saw the most dinner bookings. Easter Monday, despite having the fewest number of bookings across the four days, did have the highest increase in bookings (23%) compared to last year.
Overall, the insight reveals that dinner bookings were up 22% over the whole weekend, compared to last year, and lunch bookings rose by 43%.
Olivia FitzGerald, Chief Sales and Marketing Officer, Zonal said: “The rise in bookings for Easter weekend represents a move in the right direction for hospitality and introducing an Easter brunch next year could be a real opportunity for the trade. Operators can tap into the occasion next year by driving sales through advanced promotions, offers and up-selling.”
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Zonal renews HOSPA sponsorship for 2023
We are pleased to announce that Zonal has renewed its partnership with HOSPA, the Hospitality Professionals Association.
HOSPA is the industry’s leading educationally-focused trade association for professionals involved in financial management, revenue management, marketing, IT and asset management within the hospitality industry. Their purpose is to help hospitality professionals develop their careers and network, as well as keep up-to-date with industry trends and developments.
As Gold Sponsors, Zonal will be sharing expertise and advice on the essential role that connected technology plays in driving costs down, improving operational efficiencies and creating new revenue opportunities with HOSPA’s members.
Stewart Moss, Managing Director at High Level Software, part of the Zonal family, said: “We’re excited to be working with HOSPA again this year; this partnership shows our commitment to supporting the hospitality sector in the challenging economic climate and helping businesses to navigate the evolution of technology.”
Helen Marshall, Head of Sponsorship at HOSPA said: “We’re delighted to welcome Zonal to our highly regarded list of Gold sponsors. Zonal is a valued partner and it’s fantastic to see them back on board once more. We’re looking to working together again for another year and we would like to thank them for their on-going support.”
To find out more about HOSPA and details on how to become a member, click here.
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The Zonal team were delighted to be recognised at The Herald Scottish Family Business Awards, where they scooped the prestigious ‘Family Business of the Year (large)’ award, sponsored by Azets UK.
The awards celebrate the success of the diverse, dynamic and innovative family business sector in Scotland, paying tribute to the vital role family firms play in the communities in which they operate and to the wider economy. Zonal was recognised for its 40-year contribution to the hospitality, tech, and family sectors in the ‘Family Business of The Year (large)’ category, which is for family business headquartered in Scotland with more than 100 employees, operating in any sector of the economy and which has enjoyed outstanding success.
Zonal CEO, Stuart McLean, attended the awards along with members of the McLean family and enjoyed an evening celebrating with over 50 other family businesses.
In addition to being award winners on the night, Zonal also sponsored an award. The ‘Next Generation’ Award is interned to honour those Scottish family businesses and individuals who are working tirelessly to ensure their business succeeds. The 2022 winner, Neal Christie of Christies of Fochabers, a garden centre, was delighted to receive his award from Stuart at the ceremony.
Commenting on the awards, Stuart said:
“It felt incredibly special to be at the awards ceremony alongside the next generation of the McLean family. It was amazing to see such high calibre finalists and, as always, Zonal are proud to be counted amongst them. We are also honoured to sponsor these awards, and on behalf of the Zonal family, I would like to extend my congratulations to all the winners and those shortlisted.”
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Zonal has been handpicked as one of WIRED magazine’s Trailblazers of 2023, recognising over 40 years of service to the hospitality industry, providing the sector with innovative technology that helps businesses provide unrivalled experiences to their guests.
The WIRED Trailblazer programme celebrates some of the most ground-breaking and fast-growing companies across the UK. WIRED handpicked 75 businesses that are harnessing the power of technology to drive positive and innovative outcomes for communities and the planet. Zonal was chosen by the publication as a Trailblazer in Scotland.
The Trailblazing companies are celebrated in four amazing regional events, at which the visionary leaders of these businesses gather along with guest speakers to enjoy a morning of networking, talks and discussions.
Zonal’s CEO Stuart commented: “For over 40 years, our teams have worked incredibly hard to provide great technology and great service to our customers, so we’re honoured to have been recognised as one of WIRED’s Trailblazers. Zonal has always been at the forefront of innovation, we invest heavily in developing new products as well as continuing to further enhance our existing technology suite to help hospitality businesses and venues thrive.”
To find out more about Zonal’s product suite, click here.
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Stuart McLean, CEO of Zonal, has been recognised as an ‘inspirational leader’ in the inaugural Family Business Top 100 list.
Family Business United created the Family Business Top 100 to showcase and celebrate outstanding work from individuals working in family businesses across all industries. Zonal’s CEO was recognised for his 40-year contribution to the hospitality, technology and family business sectors.
The accolade reflects Stuart’s significant role in developing Zonal into a leading UK technology company, driving innovation and providing market-leading technology to over 16,000 hospitality businesses.
Following the announcement, Stuart said: “Family is at the heart of everything we do at Zonal. Not only are we a family-owned business, but we pride ourselves on welcoming every team member, every partner and every customer into the Zonal family. Having been part of the hospitality industry for 40 years, and counting, Zonal is always striving to provide businesses in the sector with innovative technology designed for the specific needs and challenges of hospitality businesses in order to help them deliver great customer experiences, increase efficiency and drive profit. It’s truly an honour to be listed in Family Business Top 100 and for the whole Zonal team to be recognised for the great work that the company does to support our customers and the hospitality industry.”
To find out how Zonal can support your business, click here.