Case Study:
How Pacesetter Hospitality Scaled Ticketed Events & Guest Experiences on One Platform with Tripleseat
Pacesetter Hospitality partners with restaurant and hospitality brands to integrate event operations into daily dining workflows. They are brought in to address event management challenges, help drive growth, and increase revenue for their clients. Pacesetter Hospitality works with high-profile clients across multiple concepts, from fine dining to lively bars, to plan and execute hosted events that grow revenue.
Before Tripleseat, Pacesetter Hospitality was searching for a single system to power ticketed events end to end. Their clients faced manual promotion, fragmented registration, slow check in, and limited visibility into results, which strained staff and stalled growth.
The Challenge:
Build a Scalable Ticketed Events Program for Two Very Different Restaurant Concepts
Pacesetter supported two clients with hosted events across multiple locations. The teams were using a mix of tools for promotion, signups, and day-of execution. Data lived in different places, reporting was slow, and staff spent too much time troubleshooting instead of serving guests.
They needed a platform that fit both an award-winning fine dining restaurant and a high energy bar concept. The solution had to centralize workflows, reduce steps for staff, and give leadership clear insight into event performance.
Disjointed Event Management
Manual processes drove every step of event setup and promotion. Staff copied details between tools and emails, which created errors. Guests landed on different pages for information, tickets, and confirmations. Internal communication required extra back and forth that delayed decisions.
Data Gaps & Slow Reporting
Key information was split across spreadsheets, inboxes, and point solutions. Simple questions about sales, attendance, and no shows took hours to answer. Leadership could not see which events drove revenue or where to invest next. Post-event analysis lagged, which slowed learning and improvement.
A System That Didn’t Fit Both Concepts
What worked for one brand did not translate to the other. The fine dining team needed polished branding and controlled guest flows, while the bar concept needed speed and simple tools for high volume events. Maintaining separate processes increased risk and made training harder for new staff.
We strongly recommend Tripleseat Tickets for hitting those revenue goals—it’s easy to use, integrates seamlessly, and offers many customization options.
Catherine New
Director of Special Projects at Pacesetter Hospitality
Why Pacesetter Hospitality Chose Tripleseat
Pacesetter Hospitality evaluated options that could unify the full lifecycle of ticketed events from promotion to reporting. They prioritized fast setup, intuitive tools for front line teams, and reliable support.
Tripleseat offered a single platform for tickets, email, guest lists, and on-site check in. The ability to customize branding and guest flows meant each client could feel on-brand without adding complexity.
Integration with their existing customer relationship management (CRM) platform and a responsive support team reduced risk. With Tripleseat, Pacesetter Hospitality could standardize core processes while tailoring the experience by concept and event type.
Pacesetter Hospitality learned there were a lot of additional benefits they could get with Tripleseat:
- Tripleseat Tickets includes a hosted event page that is easy to publish and update.
- Built-in email tools make targeted promotions simple to execute and measure.
- The backend is straightforward for setup, edits, and reporting.
- Registration and check in are fast, which reduces lobby lines and stress for staff.
- Branding controls keep every touchpoint consistent with each concept.
- All event data lives in one place for a complete picture of performance.
- Integration with existing systems shortens training and change management.
- Tripleseat support is responsive and helpful when teams need guidance.
The Solution:
Standardize Ticketed Events on Tripleseat to Centralize Operations, Speed Execution, & Deliver Consistent Guest Experiences
Pacesetter implemented Tripleseat Tickets for both clients and moved the full event journey into one platform. Teams created branded event pages, ran targeted email promotions, managed registrations, and checked in guests from the same system. Leadership used built in reports to track sales, attendance, and revenue so they could double down on what worked.
Standardized Documents & Setup
Reusable templates made event creation fast and consistent. Required fields reduced errors and rework. Each concept kept its own look and feel without extra steps for staff. By branding every element of their clients’ events—from the ticketing website to email communications—they ensured that their unique style and attention to detail were reflected at every touchpoint.
Clear Coordination on Event Day
Central guest lists and mobile-friendly check in streamlined arrivals. Staff could resolve issues quickly with real-time access to registrations and notes. Lines moved faster and hosts stayed focused on the guest experience. Pacesetter Hospitality’s clients appreciated the ease of the integrated ticketing feature, which made expanding their events program straightforward and efficient.
Real-Time Insights & Reporting
The Results:
Ticketed Events Launched Quickly, Operations Ran Smoother, & Guest Experiences Improved
After moving to Tripleseat, both clients delivered successful chef dinners and wine tastings with targeted email promotion. Teams accessed every detail inside Tripleseat, which reduced switching between tools and saved staff time. Branded pages and communications produced a cohesive journey from invite to check in.
- Event setup became faster and more consistent across concepts.
- Check-in lines moved quicker, and hosts stayed focused on guests.
- Targeted email promotions filled events and reduced last-minute gaps.
- Post-event reporting was immediate, enabling quicker go/no-go decisions.
- Staff adoption was high thanks to an intuitive workflow and fewer tools to juggle.
- Leadership gained a single source of truth to compare performance across venues.
- Trusted by Starr, Stoney Creek Hospitality, Tao Group, and 20,000 more venues worldwide.
Let’s Grow Your Events Business
The best event teams in hospitality run their business on Tripleseat. See what it can do for yours.