The Grand Hotel: Combining classic British hospitality with a tech-driven guest experience

When Tom and his team learned about Lightspeed, it only made sense to take it on. The ePOS could be another way to keep The Grand tech-forward, and offer the best service to their customers.

“We were struggling at the time with the software we were using built into Clock PMS, so when I saw the integration pop up that it now works with Lightspeed, that got me really interested,” said Tom, The Grand’s Director. “We often introduce those touches that bring the business into the modern world, and that really works well with customers.”

This means a more seamless check out for each guest, and the ability to pay from anywhere on the property.

We love to see our customers taking on our features, and The Grand’s reliance on Time menus is a great example. With this implementation, The Grand can automatically change their restaurant’s menus on a timed schedule to satisfy breakfast, lunch and dinner menus.

“I remember our old menu change days. I used to have to get a new one ready in between services,” Tom recalled. “Upload it all, tell the team to stop using the till, change it all, and then say ‘right, it's ready.’ There would always be lots of errors. So now, we can pre-plan and get it all sorted well in advance.” For The Grand’s customers, this means they’ll always have the right menu in front of them.

For Tom, running The Grand is all about simplifying processes, whether that’s making sense of data or ensuring smooth, error-free payments. Lightspeed has helped on both fronts.

“Product reports and the amount of detail you get can sometimes be a bit overwhelming,” Tom explained. “But once you know your way around and you can see which reports you're like looking at, it’s brilliant.” Tom can now access customer insights, helping him better anticipate what his guests enjoyed, and what they’re looking for more of.

Since adopting Lightspeed Payments and Tableside, Tom has also seen major improvements in day-to-day operations. “It's so well integrated,” he said. “There's no errors between sending orders from the mobile till to the payment device. And when it comes to closing down at the end of the day, there's nothing else to do. So it’s simplified a lot of things.”

Expansion is the main goal for Tom and his team, and he appreciates how easy Lightspeed has made their growth so far.

“It’s so easy to expand on what you've got,” said Tom. “We can add an outlet and control it all from the same platform without having to actually be in the exact location. You can do it from anywhere, which is great.”