How Dines powers bar operations across the West End, from interval pre-ordering to real-time stock management.
We can spend more time on the floor with people. Transactions go through much faster, and even in an old building like ours, if the Wi-Fi goes down we can still serve thanks to offline mode. Dines has significantly reduced the paperwork and admin we need to do, which means we can spend more time on the floor with people. Speed of service has gone up, and it's made a real difference to both the team and our patrons.
The Challenge
Thousands of people. 15-minute interval.
Delfont Mackintosh Theatres runs some of London’s biggest West End venues. During a 15-minute interval, thousands of audience members rush to the bar expecting fast service. Any downtime means lost revenue that can never be recovered. The old system was slow to train new staff on, unreliable during peak moments, and offered no way to pre-order. When things went wrong, support was hard to reach.
The Solution
An end-to-end platform with true offline capability.
Dines deployed across Delfont Mackintosh’s venues with a focus on speed and resilience. The offline-first architecture ensures that even when Wi-Fi drops in a packed theatre, transactions are captured and synced. Staff can be trained in 25 minutes, not days. Pre-ordering lets customers order during the show and collect at the interval. And when something goes wrong, the Dines support team responds in under 60 seconds.
“Dines has transformed interval service. Our staff pick it up immediately, and we haven’t lost a transaction since we launched.”
Sion Warner
Delfont Mackintosh Theatres
The Results
Less admin, faster service.
Delfont Mackintosh now captures 97.4% of transactions even when connectivity drops. Staff training has been cut to 25 minutes. Support issues are acknowledged in under 60 seconds and resolved in under 5 minutes. Pre-ordering has reduced interval queues and increased per-head spend. The operations team spends less time on admin and more time improving the guest experience.
“The support is unlike anything we’ve had before. Under a minute to respond, and they actually understand theatre operations.”
Sion Warner
Delfont Mackintosh Theatres
What's Next
Rolling out across the portfolio.
Having proven the model across their flagship venues, Delfont Mackintosh is rolling Dines out to additional theatres in the group. Each new venue benefits from the same speed, reliability, and support that made the initial deployment a success.
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