From Integration to Innovation: The Lensbury’s Transformation

About: A Unique Hospitality Experience
Nestled near Heathrow and central London, The Lensbury Hotel offers elegant accommodations with 155 rooms, multi-purpose meeting and event spaces, extensive sports facilities, and a leisure club with over 7,000 members.

Challenge: Outdated and Poorly Integrated Systems Causing Fragmented Operations
The Lensbury, a complex operation with multiple outlets and a large guest base, struggled with outdated systems that lacked integration. This created inefficiencies and fragmented operations. “We had a lot of different systems that didn’t integrate very well, or didn’t integrate at all,” explained Commercial Director Sam Woolmore. These issues slowed down operations, particularly with payments, forcing staff to bring customers to the front desk to complete transactions, creating inefficiencies and disjointed guest experience.

Solution: An Integrated Suite of PMS, POS, and Payments with Seamless Installation and Ongoing Support
The Lensbury turned to HRS Hospitality & Retail Systems, who implemented an industry-leading suite of solutions in the hotel, including Opera Cloud PMS, Simphony Cloud POS, TYNGO Staff Order (Mobile POS), and FreedomPay for payments. The goal was to unify their systems across outlets and improve operational efficiency.

The implementation allowed The Lensbury to streamline processes across various departments. “Now, guests are able to pay seamlessly at the table, across the resort, and across different outlets,” noted Woolmore. This flexibility greatly improved the overall guest experience.

Not only did payment processes improve, but reconciliation, reporting, and analytics also became much more powerful with the combined capabilities of Opera Cloud PMS and Simphony Cloud POS. These systems provided The Lensbury with consolidated, real-time data, allowing for better decision-making and enhanced control over the hotel's performance.

Managing Director Claire Llewellin-Davis highlighted the operational improvements: “They have enabled us to be much tighter in the way we operate. Processes that were previously manual and slow are now automated, allowing us to respond to clientele much more quickly and efficiently. It’s a much smarter process than what we had in place before.”

The installation process itself was praised for its smooth execution. “The installation process was seamless, and the training and support that HRS provided our team was fantastic,” Woolmore added. This ensured minimal disruption to day-to-day operations, allowing staff to quickly adapt to the new systems.

Conclusion: Streamlined Operations, Enhanced Guest Experience
Thanks to HRS and FreedomPay, The Lensbury has enhanced both its guest experience and internal processes. “HRS has truly been a game changer for us,” Llewellin-Davis said. The hotel is now positioned for growth, equipped with the tools to automate processes and provide seamless guest interactions.

If you're looking to boost your hospitality operations with the same level of innovation and integration, discover how HRS Hospitality & Retail Systems can transform your business. With a unified approach to excellence, we provide everything you need in one place: one company, one key contact, and one helpdesk for all your needs. Visit https://hrsinternational.com to learn more