Catering Arm of the NEC Group Realizes Return on Investment Through Labour Savings and Improved Efficiency; Savings Reinvested into Business for Increased Staff Training to Enhance Customer Experience
Amadeus have implemented a new workforce management system through services provided by Reflexis Systems Inc., helping to save £166,000 and over 8,000 hours annually in unnecessary labour and associated administration, transforming the way the business forecasts, plans, and schedules their workforce.
The savings have been reinvested back into the business and allowed more time for staff training and development to further enhance the customer experience.
Amadeus, the catering arm of the NEC Group worked with Reflexis to develop their system – which was originally designed for retail purposes – to be able to work with the demands of the event industry such as multisite operations and longer service hours.
Reflexis has initially launched the service at the Group’s home venues – the NEC, ICC, Vox, Genting Arena, and Barclaycard Arena.
Operations Director for Amadeus, Tony Baldock, said: “Amadeus is a complex business with huge fluctuations in staffing requirements across all the venues, and each venue had their own way of forecasting and producing staffing rotas. This meant there was no central database for our workforce detailing their skills and availability, and our ways of working were very onerous and paper based, rotas were communicated in the main via post.”
“With Reflexis we now have that central view and can make sure that our teams are offered work that suits their skill set and availability, maximising the opportunity for work. Through the self-service module, staff are able to access their rotas at any time. All of this has been fantastic for our customer service as we have the right people in the right place at the right time. The more individuals work with us, the more familiar they get with our ways of working and the more we can invest in them to offer training and development opportunities through the savings made as a result of this project.”
Business Relationship Manager for Amadeus, Sarah Nelson, lead on the IT requirements for this project, said: “We needed a system that would manage one of our biggest costs, labour, in the most effective and efficient way, freeing up time for managers. Working with Reflexis we were able to deliver a system that is fully integrated with the Group’s HR, payroll, event management and epos system so we are pulling all the data we need to forecast and schedule from source systems, reducing the number of times the same data is re-keyed. For example, if someone books a holiday on the HR system it is fed into Reflexis to automatically update that person’s availability for scheduling.”
Sarah added: “This has been a great project to be involved in as it has delivered true transformation of the Amadeus operation resulting in efficiencies in business processes relating to the management of employees, forecasting and scheduling as well as making the most effective use of the Amadeus workforce. We now have a system that will support and continue to grow with our business.”
OP Choudhary, Head of European Operations for Reflexis, said: “Working with Amadeus on this project has allowed us to open up more opportunities for Reflexis. We worked previously with retail businesses, so developing our system to cope with the complexity of the events industry has been fantastic for us. We are delighted to have supported Amadeus and deliver a solution that enables them to consistently execute their labour operations and customer service strategies, while ensuring compliance with labour laws and business rules for all categories of employees.”
Following the success of the Reflexis implementation with the NEC Group venues, Amadeus is looking at implementing the service for other UK venues they provide catering solutions for such as Belfast Waterfront and Ulster Hall, Delapre Abbey, Dudley Zoological Gardens, the Library of Birmingham and Cadbury’s World.
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Amadeus is the NEC Group’s retail, conference & banqueting, and hospitality caterer. Amadeus has over 40 years’ experience catering for the NEC Group’s 4 million visitors, at more than 900 events a year, across its world class venues (the NEC, ICC, Genting Arena and Barclaycard Arena). With more than 900 staff, including 91 chefs, the Amadeus team has won more than 650 awards for quality and innovation in catering.
In addition to its home venues, Amadeus currently operates at over 15 major ‘meet’ and ‘visit’ external events and venues, including Belfast Waterfront, Ulster Hall, The Scottish Open, , Cadbury World, Dudley Zoo, Stoneleigh Abbey, Delapre Abbey, The Library of Birmingham and Birmingham Town Hall/Symphony Hall. Amadeus utilises its Oak Kitchen restaurant brand and MADE café concept in many of the venues, and also manages more than 60 outlets for retail partners JD Wetherspoons, Starbucks, Subway, Pasty Presto, and DP Coffee.
The NEC Group
The NEC Group is one of the world’s top venue management companies, operating the NEC, the ICC, the Genting Arena and the Barclaycard Arena. It also owns a national ticketing agency, The Ticket Factory; hospitality brand, Amplify; and its award-winning caterer, Amadeus. In addition, the Group has launched three businesses that aim to take its expertise further afield; NEC Group International, MemoryHaus and Eight Feet Tall, the latter a specialist agency for the live events industry.
About Reflexis Systems, Inc.
Reflexis is the pioneer in real-time store execution and workforce management solutions that enable retailers to execute their customer engagement strategy flawlessly and uncover profit. The Reflexis platform of real-time store execution, task management, KPI/compliance, time and attendance, and labour scheduling (including budgeting, forecasting, and employee self-service) enables retailers to align store labour/activities to corporate goals and institutionalise best-practice response to real-time metrics and alerts.
For the past 15 years, more than 200 of the world’s best companies in multiple vertical categories such as retail, hospitality, and Quick Serve Restaurants have reported dramatic improvements in compliance with corporate strategies; higher productivity of corporate, field, and store employees; and increased revenue and profitability after implementing Reflexis workforce management and real-time execution solutions. Reflexis StorePulse® (patent pending) synchronises activities with real-time KPIs, alerts, and customer demand. Stores, hotels, and restaurants can systemically execute best practices to provide a greater quality of customer engagement, leading to higher revenues.
Reflexis Systems, Inc. is privately held and headquartered in Dedham, Massachusetts and has offices in Atlanta, London, Germany, and India, with additional sales offices in Canada and Latin America. For more information, visit reflexisinc.com. Follow Reflexis on: LinkedIn | Facebook | Twitter | YouTube | Google+ | Instagram
Reflexis Systems, Inc.
David L. Andrews, (781) 493-3351
Director of Marketing Communications
OP Choudhary, 44 (0) 1256 857310
Head of Operations, EMEA