Located in London’s West End, The Lansdowne Club is a prestigious private members’ club known for delivering a superior guest experience. From fine dining to sports facilities and cultural events, the club’s reputation rests on seamless service and high attention to detail. Maintaining that standard means having robust, modern systems that support staff and members alike.
The club’s IT infrastructure was no longer fit for purpose and there wasn’t a defined strategy in place. Years of underinvestment had left systems outdated and unreliable. Core platforms were crashing frequently, network connectivity was unstable, and critical processes – including payments, bookings, and member check-ins – were frequently disrupted.
This wasn’t just an inconvenience. It was affecting the club’s ability to deliver the high-quality experience members expected. Staff were firefighting daily issues, and without in-house IT capability, there was little scope for proactive management or long-term planning.
The club required a reliable partner with deep hospitality sector experience to stabilise operations and lead them through a wider digital transformation, with ongoing support embedded into their day-to-day operations.
We began by implementing 24/7 remote support (core hours onsite) to immediately address the most urgent issues and gain a complete understanding of the club’s environment. This rapid-response approach enabled us to stabilise systems and workflows while identifying deeper infrastructure challenges.
With a clear picture of the environment, we initiated a structured digital transformation programme, supported by a £100,000 investment over two years. The work began with a full server and network refresh, replacing ageing hardware and upgrading connectivity to ensure resilience and reliability. We also introduced next generation Fortinet firewalls to secure and protect the environment.
Once the foundations were in place, we turned to staff enablement. It all started with upgrading tools, licensing, and subscriptions, but we also took a step back to assess what software the club truly needed. By implementing a Microsoft Modern Workplace Strategy, we were able to consolidate tools and applications into a single, cohesive platform. This streamlined system not only simplified day-to-day management and maintenance, but also gave staff a more consistent and efficient digital environment to work within.
Throughout this process, we maintained a strong on-site presence, embedding a dedicated Reliable engineer five days a week. This gave the team a consistent, trusted point of contact who attended daily meetings and provided live support. Over time, as systems stabilised and processes improved, we were able to safely transition support from 24/7 coverage to standard business hours.
On the guest side, the priority was to deliver fast, stable Wi-Fi and ensure that all technology simply worked. The result was a more seamless, stress-free experience that supported the club’s commitment to excellence.
The Lansdowne Club now operates on a stable, secure IT foundation that enables exceptional service delivery. They benefit from:
– Over 99% system uptime
– Increased staff efficiency through automation and improved collaboration
– Fast, stable guest Wi-Fi and seamless technology performance
– A trusted IT partner with deep hospitality sector knowledge
– The ability to scale support from 24/7 to normal hours with confidence
– Complete trust in a partner who understands their needs and responds quickly
Today, The Lansdowne Club is well positioned to continue evolving digitally, with confidence that its infrastructure and support model can keep pace.
“We’ve got a much better partner now with Reliable than we did with our own internal resource. Their team are incredibly helpful, go out of their way, and genuinely feel like part of the Lansdowne team. Our team have real confidence in them – and you can’t ask for more than that.”
– David Herbert, CEO & Club Secretary
