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Original
2026-01-01
Modified
2026-02-21
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<h2><b>About the Client</b> </h2>
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<h2><b>About the Client</b> </h2>
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<p>BaxterStorey is a leading independent hospitality provider with over 8,500 people across 800 locations. The company delivers bespoke food experiences for businesses and events and is known for creating distinctive spaces and seasonal menus. </p>
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<p>BaxterStorey is a leading independent hospitality provider with over 8,500 people across 800 locations. The company delivers bespoke food experiences for businesses and events and is known for creating distinctive spaces and seasonal menus. </p>
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<p>At Heathrow, BaxterStorey operates the prestigious Concorde Lounge, the most exclusive of three tiers: Club, First Class, and Concorde. The lounge provides premium travellers with a full à la carte dining service, alongside a bar, grab-and-go snack station, lounge space for light orders, and a fine dining restaurant. </p>
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<p>At Heathrow, BaxterStorey operates the prestigious Concorde Lounge, the most exclusive of three tiers: Club, First Class, and Concorde. The lounge provides premium travellers with a full à la carte dining service, alongside a bar, grab-and-go snack station, lounge space for light orders, and a fine dining restaurant. </p>
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<p>Operations are managed by 88 staff, running daily from 5:00 AM to 10:00 PM. The team serves 15,000 to 18,000 guests each month, with menus refreshed regularly. With Zucchetti’s TCPOS solution, guests can order from the premium menu across any area of the lounge. </p>
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<p>Operations are managed by 88 staff, running daily from 5:00 AM to 10:00 PM. The team serves 15,000 to 18,000 guests each month, with menus refreshed regularly. With Zucchetti’s TCPOS solution, guests can order from the premium menu across any area of the lounge. </p>
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<h2><b>Customer Requirements</b> </h2>
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<h2><b>Customer Requirements</b> </h2>
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<p>BaxterStorey continually seeks ways to improve service in the Concorde Lounge, particularly around speed and accuracy at peak times. When site manager Silvia Ampuero took over, she identified the need for a more stable and responsive setup. </p>
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<p>BaxterStorey continually seeks ways to improve service in the Concorde Lounge, particularly around speed and accuracy at peak times. When site manager Silvia Ampuero took over, she identified the need for a more stable and responsive setup. </p>
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<p>She asked Zucchetti to deliver a system that could support every area of the lounge while maintaining premium service levels. Zucchetti immediately assessed the space, testing network stability and pressure points before presenting a tailored proposal. Once approved, the project moved forward. </p>
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<p>She asked Zucchetti to deliver a system that could support every area of the lounge while maintaining premium service levels. Zucchetti immediately assessed the space, testing network stability and pressure points before presenting a tailored proposal. Once approved, the project moved forward. </p>
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<p>“<i>I asked them to come to site, test everything, and tell me, with confidence, that it would work. And they did</i>.” </p>
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<p>“<i>I asked them to come to site, test everything, and tell me, with confidence, that it would work. And they did</i>.” </p>
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<h2><b>The Project</b> </h2>
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<h2><b>The Project</b> </h2>
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<h3><b>Software</b> </h3>
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<h3><b>Software</b> </h3>
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<ul><li>TCPOS </li>
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<ul><li>TCPOS </li>
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</ul><h3><b>Hardware</b> </h3>
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</ul><h3><b>Hardware</b> </h3>
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<ul><li>Touchscreen POS terminals at fixed stations for stable, high-speed transactions </li>
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<ul><li>Touchscreen POS terminals at fixed stations for stable, high-speed transactions </li>
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</ul><ul><li>Mobile tablets for tableside ordering, pre-ordering, and fine dining </li>
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</ul><ul><li>Mobile tablets for tableside ordering, pre-ordering, and fine dining </li>
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</ul><h3><b>Features</b> </h3>
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</ul><h3><b>Features</b> </h3>
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<ul><li>Tableside ordering to speed up service </li>
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<ul><li>Tableside ordering to speed up service </li>
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</ul><ul><li>Course sequencing for precise meal pacing </li>
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</ul><ul><li>Course sequencing for precise meal pacing </li>
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</ul><ul><li>Cover tracking for real-time guest visibility </li>
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</ul><ul><li>Cover tracking for real-time guest visibility </li>
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</ul><ul><li>Table management to support smooth service flow </li>
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</ul><ul><li>Table management to support smooth service flow </li>
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</ul><ul><li>Bill splitting for flexible payments </li>
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</ul><ul><li>Bill splitting for flexible payments </li>
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</ul><p>The rollout required collaboration between kitchen and floor teams, each with distinct priorities. Chefs needed order tickets designed to match their workflow, while the floor team required a simple interface for smooth adoption. </p>
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</ul><p>The rollout required collaboration between kitchen and floor teams, each with distinct priorities. Chefs needed order tickets designed to match their workflow, while the floor team required a simple interface for smooth adoption. </p>
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<p>Silvia ensured both groups shaped the final setup. By involving staff early and incorporating feedback, the project delivered a system that supported both front- and back-of-house operations. Zucchetti configured TCPOS with custom ticket formatting, modifiers for the kitchen, and a simplified interface for service staff. Training resources were also provided for ongoing support. </p>
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<p>Silvia ensured both groups shaped the final setup. By involving staff early and incorporating feedback, the project delivered a system that supported both front- and back-of-house operations. Zucchetti configured TCPOS with custom ticket formatting, modifiers for the kitchen, and a simplified interface for service staff. Training resources were also provided for ongoing support. </p>
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<h2><b>Implementing with Zero Downtime</b> </h2>
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<h2><b>Implementing with Zero Downtime</b> </h2>
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<p>The lounge could not close for training, so onboarding was scheduled around shifts. Small group sessions were held in back rooms while service continued. Teams arriving early or finishing late received training without disrupting guests. </p>
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<p>The lounge could not close for training, so onboarding was scheduled around shifts. Small group sessions were held in back rooms while service continued. Teams arriving early or finishing late received training without disrupting guests. </p>
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<p>The system went live during a quieter evening shift, giving the team time to adjust. Early issues, such as miscategorised menu items or missed modifiers, were quickly resolved with immediate support from Zucchetti. </p>
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<p>The system went live during a quieter evening shift, giving the team time to adjust. Early issues, such as miscategorised menu items or missed modifiers, were quickly resolved with immediate support from Zucchetti. </p>
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<h2><b>Results</b> </h2>
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<h2><b>Results</b> </h2>
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<h3><b>Improved Customer Experience</b> </h3>
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<h3><b>Improved Customer Experience</b> </h3>
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<ul><li>Orders reached the kitchen faster and with complete information </li>
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<ul><li>Orders reached the kitchen faster and with complete information </li>
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</ul><ul><li>Tableside tablets captured allergies and cooking preferences </li>
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</ul><ul><li>Tableside tablets captured allergies and cooking preferences </li>
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</ul><ul><li>Course sequencing ensured dishes were served at the right pace </li>
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</ul><ul><li>Course sequencing ensured dishes were served at the right pace </li>
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</ul><h3><b>Enhanced Operational Efficiency</b> </h3>
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</ul><h3><b>Enhanced Operational Efficiency</b> </h3>
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<ul><li>Kitchen and service teams gained real-time visibility of orders and covers </li>
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<ul><li>Kitchen and service teams gained real-time visibility of orders and covers </li>
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</ul><ul><li>Staff could move guests between tables, split bills, and track open orders </li>
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</ul><ul><li>Staff could move guests between tables, split bills, and track open orders </li>
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</ul><ul><li>Runners served meals directly to the correct guest without needing to ask </li>
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</ul><ul><li>Runners served meals directly to the correct guest without needing to ask </li>
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</ul><ul><li>Communication between teams improved, reducing delays and errors </li>
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</ul><ul><li>Communication between teams improved, reducing delays and errors </li>
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</ul><h2><b>Scalability and Trust</b></h2>
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</ul><h2><b>Scalability and Trust</b></h2>
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<p> Following success at Heathrow, BaxterStorey implemented TCPOS at its Gatwick lounge with adjustments for local requirements. Additional rollouts are now being considered. </p>
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<p> Following success at Heathrow, BaxterStorey implemented TCPOS at its Gatwick lounge with adjustments for local requirements. Additional rollouts are now being considered. </p>
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<p>Silvia Ampuero praised the partnership, stating: “<i>If our client comes back to us with something new to implement, I am sure that Zucchetti can deliver.</i>” </p>
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<p>Silvia Ampuero praised the partnership, stating: “<i>If our client comes back to us with something new to implement, I am sure that Zucchetti can deliver.</i>” </p>