Pan Pacific London
& eMenu
IRD Commercial & Operational Performance Review
Analysis: April - September 2025
For Agnes Coceancig & The IRD Team

Pan Pacific London eMenu

Pan Pacific London eMenu

Click to view eMenu

Your eMenu Services
Further to digital ordering and payments you have access to
Executive Summary
53.1K
Total Revenue Contribution Increasing
9.3%
Q3 Revenue Growth Increasing
38%
Digital Tip Uplift Increasing
<1%
Refund Rate Reducing
Optimised Financial Performance & ROI
eMenu has demonstrably elevated revenue, contributing an additional £53.1K and driving a robust 9.3% Q3 growth, underpinned by record July performance. This solidifies its role in directly enhancing RevPAR and maximising gross operating profit, delivering clear and quantifiable returns on investment.
Enhanced Guest Experience & Operational Excellence
Operational efficiencies achieved through eMenu have led to a significant 38% uplift in digital gratuities and a remarkably low sub-1% refund rate. This reflects superior service delivery, cultivating positive guest interactions, fostering increasing return patronage, and ultimately boosting long-term customer lifetime value.
Strategic Enhancements & Q4 Growth Opportunities
Key enhancements, including improved communication (SMS alerts) and advanced financial reporting, are complete. We now propose integrating GHA Loyalty and implementing strategic eConcierge services, promotions/design updates to boost quarterly sales. Let's collaborate to finalise implementation.
Report Overview
This report reviews eMenu's impact on Pan Pacific London's operations and revenue (April-September), offering strategic insights, RevPAR optimisation, and new features for digital transformation ROI.
Contents
1
Revenue Optimisation & Volume Analysis
Examines eMenu's revenue, order volume, and gratuity trends, quantifying impact on profitability and digital transformation ROI.
2
Performance Dashboards & Operational Benchmarking
Monthly performance data provides insights for operational adjustments, competitive benchmarking, and informed management decisions.
3
Menu Engineering & Guest Journey Enhancement
Analyses eMenu's product mix and guest interaction patterns to inform menu engineering and enhance the guest journey.
4
Strategic Growth Levers & Customer Lifetime Value
Recommendations to leverage eMenu for increased market visibility, enhanced conversion rates, and improved customer lifetime value.
5
Continuous Innovation & Strategic Partnership Evaluation
Introduces eMenu's latest enhancements (reporting, SMS, filtration) demonstrating ongoing value and strategic partnership. You requested improved customer communications and we built the SMS feature for you
eMenu's Contribution To IRD Sales
From April to September, eMenu generated over £53,000 in gross revenue. July marked a peak operational month, delivering £10,449.67 from 169 orders. A consistent Average Order Value (AOV) of £45.31 was maintained, alongside a notable 38% increase in digital gratuities (April–July).
£53.1K
Total Gross Revenue
Q2 & Q3 Performance
152
Average Monthly Orders
Consistent Operational Volume
£45.31
Average Order Value
Key Revenue Metric
£469
Average Monthly Gratuities
Enhanced Guest Experience
The Average Order Value vs pre eMenu has increased 25-50%
(varies on monthly basis due to seasonality)
Revenue Timeline
April
Revenue: £9,064.38
Orders: 158
Avg Order Value: £44.32
Tips: £396.75
Established solid operational baseline.
May
Revenue: £7,764.70
Orders: 130
Avg Order Value: £45.62
Tips: £443.15
Sustained performance despite seasonal fluctuations.
June
Revenue: £8,551.36
Orders: 147
Avg Order Value: £44.13
Tips: £519.75
18% revenue recovery, effective demand response.
July
Revenue: £10,449.67
Orders: 169
Avg Order Value: £47.56
Tips: £546.53
Peak monthly revenue, enhancing RevPAR during high season.
August
Revenue: £9,300.82
Orders: 157
Avg Order Value: £45.27
Tips: £466.50
Robust performance post-summer peak, consistent guest engagement.
September
Revenue: £7,990.27
Orders: 151
Avg Order Value: £39.98
Tips: £442.75
Mitigated seasonal downturn, stabilising profit.
Quarterly Performance Assessment: eMenu's Value
£25.3K
Q2 Revenue
April–June
£27.7K
Q3 Revenue
July–September
+9.3%
Growth Q2 to Q3
Attributed to enhanced upselling and refined guest journey.
eMenu established a robust operational infrastructure, ensuring consistent guest engagement and stable average spend.
eMenu significantly advanced profit growth through enhanced upselling and refined guest experience during peak summer.
Strategic Impact: Optimising Performance & Revenue
eMenu's menu engineering highlights core offerings: Pan Pacific Club Sandwich and House Burger comprise 30% of total F&B covers. Proactive management elevated coffee selections to a top-three profit centre since July. An August upsell initiative for ancillary items, like fries, materially boosted Average Transaction Value (ATV). A 38% increase in digital gratuities (April-July) indicates enhanced service perception and guest satisfaction, positively impacting customer lifetime value.
Menu Engineering: Q2-Q3 Core Performers
Pan Pacific Club Sandwich
113+ Covers
Consistent revenue driver, supporting yield management.
House Burger
85+ Covers
Strong guest demand and sales volume contributor.
Coffee Programme
Top 3 Profit Centre
Key profit centre post-July, demonstrating digital transformation ROI.
Fried Buttermilk Chicken
Consistent Q2 Performance
Reliably contributed to menu diversity and F&B strength.
Operational Insights & Guest Experience
  • Refunds: Maintained below 1% of monthly revenue, proving order accuracy and operational control.
  • Digital Gratuities: 38% uplift (April-July) confirms enhanced service quality and guest satisfaction.
  • Peak Performance Day: Highest daily revenue of £629.40 on 27 September, optimising RevPAR.
  • Cross-Sell Opportunities: Coffee and beverages offer potential for strategic bundling and profit growth.
Menu Opportunities
eMenu's digital enhancements drive guest engagement, boosting conversion and Average Order Value (AOV). Menu engineering and premium digital presentation align with Pan Pacific standards, ensuring robust ROI.
1
Strategic Menu Engineering for High-Yield SKUs
Strategic menu engineering ensures optimal digital placement of high-margin SKUs and promotes best sellers like the Pan Pacific Club Sandwich and House Burger as prominent 'Pick Me' items, boosting visibility and driving incremental revenue.
2
Dynamic Digital Promotions
Dynamic digital promotions leverage compelling banners and high-quality images to prominently feature signature dishes and freshly prepared juices, maximising yield and prompting impulse purchases for AOV uplift.
3
Refreshed Digital Header Content
Regularly refreshing menu headers with new, high-impact visuals and videos from the marketing team ensures brand consistency, a premium digital experience, and reinforces effective guest journey mapping.
4
GHA Loyalty
Potential to connect loyalty to your account
New Features To Implement
Your team asked for improved reporting, better order communications and simper order management. We have delivered this with new features we would like to demonstrate to you on our next call
New Reconciliation Tool
Achieve enhanced financial visibility. Sales and Stripe Reconciliation Reports provide precise comparisons of expected vs. received payments, critical for financial control and accurate auditing.
Updated Reporting
Identify high-yield menu items and track sales performance via daily/monthly reports. This data facilitates strategic menu engineering, dynamic pricing, and optimised stock control, improving profitability and RevPAR.
New SMS Tool
Enhance In-Room Dining with real-time SMS alerts for new orders (both to customers and IRD team). Ensures prompt service and superior communication. Cost: under £13/month based in current volume.

Action Required: To implement SMS notifications and uplift service standards, please ask finance to buy an SMS package using the "Upgrades" function on your eMenu dashboard
Updated Features Spotlight
Advanced Dietary & Allergen Management Now Live
Guests can instantly filter dishes by allergen/dietary requirements. This improves safety, enhances guest confidence, and streamlines service efficiency, leading to higher satisfaction.
Live Order Manager Advanced Search
Our forthcoming filtration system for the Live Order Manager will help IRD find orders faster by searching items such as the last 4 digits of a card or name in one unified search box
eMenu is a valued strategic partner to Pan Pacific London, consistently delivering tools that refine service, foster operational efficiency, and elevate guest engagement. Your results testify to our shared pursuit of sector leadership.
eMenu: Proven Impact & Future Strategy at Pan Pacific London
eMenu has demonstrated a clear ROI by significantly enhancing In-Room Dining (IRD) profitability and guest experience at Pan Pacific London. Our strategic solutions have driven revenue growth, optimised operations, and improved service quality, positioning your hotel for continued success.
Key Achievements & ROI Delivered
Revenue Growth & RevPAR
9.3% Q3 IRD growth, boosting RevPAR and affirming eMenu as a revenue generator.
Optimised Profitability
Strategic product mix, upsells, and increased coffee sales enhanced average order values and profit margins.
Enhanced Guest Experience
"Pick Me" features, visual banners, and high-fidelity imagery improved menu presentation and conversion rates.
Operational Efficiency
Streamlined financial reconciliation, granular sales tracking, and SMS notifications available to elevate service quality.
Recommended Next Steps
Formal Approval for SMS Notifications
Provide approval to implement real-time SMS alerts for In-Room Dining orders, further improving service promptness and communication.
Utilise Live Order Manager Filtration
Utilise the forthcoming filtration system for the Live Order Manager to optimise order prioritisation and management, ensuring greater operational agility.
Strategic Menu Engineering Review
Secure new videos and images and agree to an account management call in November to help you re-engineer your menu to drive increased AOV based on above insights
GHA Loyalty
Introduction to corporate required to determine strategic connection to preferred loyalty provider