TISSL gets creative at The Arts Club
Established in 1863, The Arts Club was founded to provide a haven for people who had professional or amateur relationships with the arts, literature or sciences. The Club has provided this hospitality and friendship ever since, surviving two world wars and a direct hit on the building during the Blitz in 1940. Over its nearly 150 year history, its members have included Dickens, Wilkie Collins, Rodin, Charles Halle, Liszt and Whistler.
The Arts Club has been in its present home – a fine 18th century town house in Dover Street, London – since 1896. Today, The Arts Club remains a place where creative people come together to meet, exchange ideas, eat, drink, entertain and relax.
During 2011, the Club underwent a complete renovation to transform it into a ‘truly world class establishment’. It boasts a number of meeting rooms, as well as a variety of places to eat and relax. There are also regular events for members to enjoy – ranging from cinema nights to cooking classes.
As part of its refurbishment, The Arts Club required a new EPoS system and installed one from one of TISSL’s competitors.
“After only a few weeks, it became apparent the original system was not up to our requirements,” says Tobias Walter, Assistant General Manager at The Arts Club. “Our owners were already working with TISSL on an international level – so we gave them a call.”
In early November 2011, TISSL was in Mayfair for three days installing a new EPoS system, which includes 12 terminals and 13 remote printers. TISSL spent two days training staff and four days on site providing hands-on support.
“The reporting which TISSL has provided us with is excellent, particularly when it comes to the point of sale and stock-taking software,” says Tobias. “For example, our wine list here is extensive and we need to know how many bottles are being sold each day – comparing what’s on the system with what’s actually happened on the floor.”
Tobias also likes the simplicity of the daily reports.
“I can easily pull off a three-page report from the TISSL system, which tells me exactly what I want to know at a glance – not the 15 pages I’ve had to deal with from other providers,” he says.
The TISSL team was on hand to train all the staff at The Arts Club.
“TISSL is one of the most straightforward systems I’ve come across,” says Tobias. “The software is very intuitive. It’s also fast and simple to log-in. Customer care is our main priority at The Arts Club; we are here to provide a service. So, the last thing we need is staff taking time to log-in to tables and input data, while our members are waiting.”
For a venue that operates long hours, TISSL’s 9.00am to midnight support has proved essential.
“It’s good to know that support is on hand,” says Tobias. “If we do have an issue, somebody from the support team simply remotely logs-on to that particular terminal and the issue is usually resolved quickly.”
Tobias says that the team at The Arts Club hardly had to get involved at all during the set-up period.
“The TISSL team is extremely experienced and showed a real understanding of what we require here,” he explains. “They know how chefs work and have built their EPoS system around the requirements of everyone who uses the system – from the front desk to bar staff. That understanding comes with time and with experience and it gave all of us here at The Arts Club peace of mind.”
Handhelds are the key to efficiency
TISSL, the award-winning EPoS provider, has seen a 38% increase in the sales of handheld units this year – which highlights the adoption of an increasing amount of technology into today’s hospitality venues and the need for sites to be more efficient.
TISSL clients which have included handhelds in their EPoS projects recently include the Novikov in London and Gordon Ramsay’s new Bread Street Kitchen at One New Change in London.
“With rising food and labour costs and the continuing economic downturn, venue owners are looking for new ways of both saving costs and improving customer service – and handhelds are an ideal way to do this,” says Kevin Coetzee, Managing Director of TISSL.
Handhelds are invaluable in a dynamic hospitality environment and are fully integrated into a venue’s main EPoS system. The handhelds offered by TISSL can be used to take orders, open and close checks and send vital information to the kitchen.
“Handhelds are a useful tool for upselling and improving efficiency – as waiting staff can focus fully on what’s happening on the floor, rather than having to keep returning to stationary terminals or the kitchen as often,” explains Kevin.
Handhelds are also useful when venues are extremely busy. Stein’s Fish & Chips in Cornwall, has found TISSL handhelds invaluable for queue-busting, pre-ordering and managing customer exceptions when the fish and chip shop is busy and people are waiting.
For venues with outdoor dining areas, handhelds mean that orders can be sent straight from the garden to the kitchen, without staff having to continually walk in and out of the building. This increases customer service and upsells – as waiting staff can spend more time with customers.
Handhelds are also idea for roaming, as one handheld can be utilised across multiple wireless points. They are small and easy to carry around in an apron or pocket when waiting staff are clearing tables.
“Handhelds have been proven to increase efficiency and we are finding that some customers have even been able to cut staff costs – as venues don’t necessarily need to have as many staff on the floor,” says Kevin.
In the meantime, TISSL has also seen an increase in the sale of single handhelds being ordered to give managers remote access to the system while on the move within the restaurant – which allows them to identify problems before they happen. Interactive menu tools are also growing in popularity.
“Technology is moving forward apace and we are always on the lookout for new ways to help our customers work more efficiently,” says Kevin.
TISSL’s stars are in the ascendancy
The Michelin Guide 2012 is out and the EPoS provider TISSL has seen the tally of Michelin stars amongst its clients rise to 18. In total, 11 of TISSL’s clients have one star, two have two stars and The Fat Duck in Bray, Heston Blumenthal’s acclaimed restaurant and a TISSL client for a number of years, has retained its coveted three stars.
“We pride ourselves as being the EPoS provider of choice for the UK’s very best restaurants and the fact that our clients now boast 18 stars between them shows that we are continuing to do a great job,” says Kevin Coetzee, Managing Director of TISSL. “We are proud of our clients’ achievements and are confident that our system helped to make the experience a good one when the inspector called.”
TISSL works with a wide range of top Michelin-starred restaurants, including The Ledbury, with two stars, and Pollen Street Social.
The 2012 edition of the well-respected guide features the first British pub with two stars – showing that gastropubs have truly come of age.
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