UK-Based Serco Leisure Chooses Agilysys Property Management System and Point-of-Sale Solutions to Optimise Customer Experience and Deliver High Return Hospitality
March 21 2023 - 8:00AM
Business Wire
World-Renown Sport and Leisure Provider
Modernises Hospitality Software to Empower Guests and Employees
with Cloud-Based Solutions, Creating Champions at Every
Touchpoint
Customer-centricity is at the heart of High Return Hospitality.
Resort and leisure activity customers expect experiences that go
above and beyond the norm to keep them returning for more.
In fact, Gallup reports that fully engaged customers — those who
are 23% more likely to spend at a facility — expect property
employees to know more than just their name. They crave
easy-to-book rooms and activities, simple ordering and payment
solutions and more emotional connections.
To create guest and staff champions at every touchpoint, from
booking to re-engagement to referral, UK-based Serco Leisure
Operating Limited has selected a suite of intuitive, integrable
solutions from the Agilysys Hospitality Cloud™. Agilysys, Inc.
(Nasdaq: AGYS) is a leading global provider of next-generation SaaS
hospitality software solutions and services that will empower Serco
Leisure to optimise Return on Experience (ROE) for guests and staff
so they can achieve High Return Hospitality. ROE measures how
technology creates more engaged and empowered staff members as well
as guests that return more often, spend more, and leave stronger
reviews.
Serco Leisure is one of the UK’s leading national operators of
leisure centres, destination venues, and elite sporting facilities.
Founded in 1988, it is part of Serco’s UK Citizen Services business
unit, which has 6,000-plus employees. Serco Leisure provides
leisure services on behalf of Community Leisure Trusts, local
authorities like Nottinghamshire County Council and the Wheelpower
Trust, and Sport England. The organisation provides world-class
facilities for elite athletes, supporting them with resources to
help in their pursuit of becoming part of Olympic teams and/or
perfecting their sport. The leisure properties are also open for
use by the general public.
Agilysys will provide hospitality solutions that range from a
cloud-based property management system (PMS) to a booking system to
a sales and catering solution for Serco Leisure’s current 550-bed
estate, which includes:
- Holme Pierrepont Country Park, home of the UK’s National Water
Sports Centre and base for amateur and world-class athletes in a
variety of sports set on 270 acres.
- Stoke Mandeville Stadium, known worldwide as the birthplace of
the Paralympic Movement. It boasts on-site accommodations and
catering, an air-conditioned gym, a 25-meter swimming pool, an
outdoor track, floodlit tennis courts and more.
- Lilleshall National Sports Centre and Lilleshall House &
Gardens, the former of which is one of the UK’s National Sports
facilities for elite and community sports and the latter of which
is a stunning 19th-century stately home and an idyllic venue for
weddings, events and private parties.
- Bisham Abbey, which provides similar services as Lilleshall,
plus accommodations, and was once home to Henry VIII and Elizabeth
I. The historic property sits on the borders of Berkshire and
Buckinghamshire.
Serco Leisure is investing in Agilysys’ intuitive and
easy-to-use PMS and its latest modern point-of-sale (POS) system,
which combines highly interactive terminal and tablet touchscreen
applications supporting Windows, Android and iOS devices and
includes strong information security for data protection. Its
robust reporting and analysis features, extensive enterprise-grade
menu and item configuration capabilities and multi-language support
help drive service flexibility and increase operational efficiency.
The company expects to scale up the cloud-based technology in other
divisions in North America, Asia-Pacific and the Middle East, as
well as the larger corporate organisation that includes Serco UL
and Europe PLC.
Additionally, Serco Leisure will also adopt and implement three
hospitality solutions from the Agilysys Experience Enhancers™
Collection:
- a commission-free booking experience that encourages upselling
unlimited amenities, such as room upgrades, and activity
appointments — as part of an integrated itinerary that makes it
easy for each customer to see and manage their trip details.
- an Activities booking system for experiences that enhance
revenue per guest while creating loyal enthusiasts
- a comprehensive sales and event management solution enabling an
intelligent view of every group, event and attendee to optimise
outcomes.
“Our previous system provided a less-than-ideal experience for
customers and staff. Also, it did not integrate with other
applications or provide proper reporting functionality,” said Steve
Nelson, Operations Director of Serco Leisure’s National Sports
Centres.
“With Agilysys solutions, we’ll be able to deliver a more
personalised service for our diverse range of customers, which
includes Olympic and Paralympic athletes as well as members of the
public. We’re looking forward to working with Agilysys, which will
allow us to provide an end-to-end customer journey in a secure
environment.”
“Serco Leisure understands the need to modernise its hospitality
solutions to be the best in the market,” said Ben Curtis, Managing
Director – EMEA for Agilysys. “We are grateful to help the company
improve its offerings, which will attract more guests, customers
and employees, enabling the company to maximise guest and staff
experience and ultimately increase revenue.
About Serco Leisure
Serco Leisure is one of the UK’s leading national operators of
indoor and outdoor leisure spaces from elite sporting facilities to
local community leisure centres. It provides leisure services on
behalf of Community Leisure Trusts, local authorities and Sport
England. Its mission is to encourage its communities to be active.
As part of this, we support, motivate and educate individuals on
the benefit that regular movement provides toward positive mental
health, well-being and happiness. We also provide world-class
facilities for elite athletes, supporting them with resources to
help in their pursuit of brilliance.
Working collaboratively with independent charitable trusts
including our national partner, MORE Leisure Community Trust, we
operate 49 facilities on behalf of 17 local authorities and partner
with Wheelpower at Stoke Mandeville Stadium. We also work with
Sport England to manage their elite national sports centres at
Bisham Abbey, Lilleshall and the National Water Sports Centre in
Nottingham. We are continually focused on reducing our facilities'
impact on the environment. We are the only leisure provider in the
UK that has been awarded ISO 14001 accreditation. For more
information, visit
https://www.serco.com/uk/sector-expertise/citizen-services/leisure-services.
About Agilysys
Agilysys is well known for its long heritage of
hospitality-focused technology innovation. The Company delivers
modular and integrated software solutions and expertise to
businesses seeking to maximize Return on Experience (ROE) through
hospitality encounters that are both personal and profitable. Over
time, customers achieve High Return Hospitality by consistently
delighting guests, retaining staff and growing margins. Customers
around the world include: branded and independent hotels;
multi-amenity resort properties; casinos; property, hotel and
resort management companies; cruise lines; corporate dining
providers; higher education campus dining providers; food service
management companies; hospitals; lifestyle communities; senior
living facilities; stadiums; and theme parks. The Agilysys
Hospitality Cloud™ combines core operational systems for property
management (PMS), point-of-sale (POS) and Inventory and Procurement
(I&P) with Experience Enhancers™ that meaningfully improve
interactions for guests and employees across dimensions such as
digital access, mobile convenience, self-service control, personal
choice, payment options, service coverage and real-time insights to
improve decisions. Core solutions and Experience Enhancers are
selectively combined in Hospitality Solution Studios™ tailored to
specific hospitality settings and business needs.
www.agilysys.com
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version on businesswire.com: https://www.businesswire.com/news/home/20230321005647/en/
Media: Jen Reeves, Agilysys, Inc., 770-810-6007,
jennifer.reeves@agilysys.com Kaylee Sims, Arketi Group (for
Agilysys), 404-697-0137, ksims@arketi.com
Investors: Jessica Hennessy, Agilysys, Inc.,
770-810-6116, jessica.hennessy@agilysys.com
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