BaxterStorey

A First Class Customer Experience

TYPOLOGY

Airport Lounge

employees

location

800

If our client comes back to us with something new to implement, I am sure that Zucchetti can deliver.
Silvia Ampuero
site manager heathrow concorde lounge

CLIENT PROFILE

Much more than just food

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.

The Challenge

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

The Outcome

Improved Customer Experience

Enhanced Operational Efficiency

Kitchen and service teams gained real-time visibility of orders and covers

Communication between teams improved, reducing delays and errors

CLIENT REQUIREMENTS

Premium Service Hospitality

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.”

project

An improved fine-dining experience

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.

Why Zucchetti

Implementing with zero downtime.
Scalability and trust.

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.

Following success at Heathrow, BaxterStorey implemented TCPOS at its Gatwick lounge with adjustments for local requirements. Additional rollouts are now being considered.

BaxterStorey

Much more than just food

Premium Service Hospitality

An improved fine-dining experience

Implementing with zero downtime. Scalability and trust.

Implementing with zero downtime.
Scalability and trust.