About the Client
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.
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.
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.
Customer Requirements
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.
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.
“I asked them to come to site, test everything, and tell me, with confidence, that it would work. And they did.”
The Project
Software
- TCPOS
Hardware
- Touchscreen POS terminals at fixed stations for stable, high-speed transactions
- Mobile tablets for tableside ordering, pre-ordering, and fine dining
Features
- Tableside ordering to speed up service
- Course sequencing for precise meal pacing
- Cover tracking for real-time guest visibility
- Table management to support smooth service flow
- Bill splitting for flexible payments
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.
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.
Implementing with Zero Downtime
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.
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.
Results
Improved Customer Experience
- Orders reached the kitchen faster and with complete information
- Tableside tablets captured allergies and cooking preferences
- Course sequencing ensured dishes were served at the right pace
Enhanced Operational Efficiency
- Kitchen and service teams gained real-time visibility of orders and covers
- Staff could move guests between tables, split bills, and track open orders
- Runners served meals directly to the correct guest without needing to ask
- Communication between teams improved, reducing delays and errors
Scalability and Trust
Following success at Heathrow, BaxterStorey implemented TCPOS at its Gatwick lounge with adjustments for local requirements. Additional rollouts are now being considered.
Silvia Ampuero praised the partnership, stating:
“If our client comes back to us with something new to implement, I am sure that Zucchetti can deliver.”
