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Case Study: Avenue9 on par in driving Gleneagles IT Director Service

Case Study: Avenue9 on par in driving Gleneagles IT Director Service

May 2016

The 5-star, 232-bedroom Gleneagles Hotel, Spa and Golf Resort in Perthshire engages Avenue9 Solutions to deliver IT leadership and strategy

Problem Statements

Following the sale of Gleneagles by Diageo to Ennismore in 2015, the luxury resort needed to fill an IT leadership role to help drive technology change in the new operating environment.

Overall strategy and direction was required to ensure Gleneagles delivers peak performance across its systems to an increasingly IT-savvy clientele.

Additionally, following the transition from Diageo, a range of projects needed to be launched or restarted, while maintaining the normal support activities required in a world-class hotel and resort.


Gleneagles turned to Avenue9, whose consultants were very familiar with the team and the hotel’s operations. Avenue9 had been working with Gleneagles in a consulting capacity to map IT processes and assist the team with product evaluation for a number of key IT operational systems, including Property Management (PMS) and Electronic Point of Sale (EPoS).

Avenue9 provided an experienced senior hospitality consultant to work onsite with the Gleneagles teams to progress the business after the change in ownership. Using systems audits and in discussions with senior team members, Avenue9 identified and executed a short-term plan (100 days) to resolve outstanding issues across all areas of the business. Further audits on networks and systems have identified options for virtualising the existing server hardware and eliminating seven servers.

Avenue9 is introducing new monitoring and analysis tools to proactively monitor the performance of the network across the wider Gleneagles estate.


  • Suppliers of IT products and services are being actively managed. Account and service reviews are being carried out to progressively increase Service Level Agreement (SLA) performance to delivering a minimum 98% resolution level for all IT activities.
  • A full disaster recovery service has been implemented to protect the vital IT assets of the business and to provide a robust back-up and recovery solution. In case of a catastrophic event, a limited service can be achieved within 15 minutes and a full recovery achieved within one hour.
  • Creating a virtualised server environment is expected to reduce power requirements by up to 50%, while maintaining an optimal performance to the users’ desktops.

About The Gleneagles Hotel

The historic Gleneagles Hotel, Spa and Golf Resort – member of Leading Hotels of the WorldTM – is a world-famous 5-star luxury hotel and golf resort in Scotland, with an award-winning Spa and equestrian centre. Gleneagles Hotel was the host of the 2014 Ryder Cup and has been selected as the venue for the 2019 Solheim Cup. Gleneagles is also the venue of Scotland’s only 2 Michelin star restaurant, named after its celebrated chef Andrew Fairlie.

The Gleneagles Hotel is owned by Ennismore, London-based owner and developer of ‘unique hospitality properties’ – currently crafting the global expansion of The Hoxton Shoreditch, with the additions of The Hoxton Holborn in the capital and The Hoxton Amsterdam. Further Hoxton properties are due to open in Paris and New York. 

About Avenue9

Avenue9 – a division of JLL Hotels & Hospitality Group – is a highly experienced IT solutions delivery company, specially designed to take the fear out of IT systems management in the hospitality industry through a clearly defined, seamless and independent bespoke approach to solving client IT challenges.

Based on their extensive industry experience and market knowledge, Avenue9’s Co-founder/Managing Director Kevin Edwards and Co-founder/Sales and Marketing Director Philippa Witheat identified a key challenge common to many hospitality Finance and IT directors – namely, the need for a seamless and independent approach to managing a multitude of vendor relationships and disparate systems, often inappropriate to the nature of many hospitality and leisure operations.

Avenue9 have been and are currently involved in, the following types of projects:

  • Audits & Systems Review
  • Project Management
  • Systems Integration
  • IT Director Service
  • Business Intelligence
  • Systems Consolidation & Cost Savings

For further information:

Philippa Witheat
Sales & Marketing Director



+44 (0)191 269 6956

+44 (0)773 922 4062


Avenue9, Clavering House, Clavering Place, Newcastle upon Tyne, NE1 3NG

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