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.

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