Case study example one - Sports stadia
Our brief
To review this sizable business and audit the present business 360.
Understand its culture and, importantly, benchmark it against other industry favourites.
It was apparent that operations and their delivery were weak, with significant staff turnover, poor stability, inconsistent offerings and increasingly negative customer feedback.
What we did
Working alongside the present team and focused on the key areas of people, product, profit, profile and processes.
We networked with departments which interfaced with our area of investigation. The business was about to undergo an extensive new-build project, and the concern was whether the present team would be able to step up and mobilise. We worked towards KPI key performance indicators and introduced SLAs service level agreements.
outcome
Taking a collaborative approach to remedy matters by joining and working with seniors, mentoring and tutoring them was successful. Sharing the challenges and pooling the resources was very effective.
This delivered improvements and brought clarity to much-needed deficiencies.
Case study example two - Country Club - Spain
Our brief
To simply deliver substantial change, regain control of the business, F&B losing circa £420k per year. Complex included Gym, Health club, Tennis, leisure facilities, Cafe, Restaurants, Events etc
What we did
- Investigated the total business on multiple levels, understood, watched, listened and looked.
- Conducted a comprehensive review of security.
- Commissioned loyal trustworthy audit team.
- Introduced new systems, especially in purchasing, control, financials, opening and closing procedures.
- Introduced robust controls, including new processes, cost base, and reviewed roles and responsibilities
- After a challenging time, I finally identified the financial drain.
- Took interest in the staff and loved each customer.
Outcome
- Realigned leadership, control and management team.
- Worked daily towards recovering breakeven, then into profit.
- After a year of being back in control, we delivered 80% improvement in membership loyalty, 40% increase in F&B sales,
- Restored reputation
- Preached PSP 'process, system and procedures'
- Introduced new value proposition, new services, and products,
- Improved reputation and profile.
- The owner confidence returned
Case study example three - Hotel
Our brief
To investigate the Hotel's multi-kitchen issues, which comprised:
- Poor food sales
- Significant kitchen service problems
- kitchen equipment breakdowns
- Food safety issues
- Huge wage costs - Head Chef spending 90% focusing on office work - unhappy kitchen staff
- Big adverse customer feedback
- No set ways of delivery
- Missing GP% targets
What we did
Worked in kitchen spaces to master food specs, service delivery pressures, dish builds, reinvented kitchen sections, set up methodology, forced in recording PSP processes, systems and procedures, understood workflows, crossovers, service times, and preparation. Developed a food style, concept, and identity. Removed 50% of the time the Head chef spent on admin. Held him and the GM accountable for the standards and quality.
Invested in front of house (physically and with staff training) to build concept, energy, buzz, atmosphere and be on trend. Got everyone to smile.
Outcome
By understanding the situation from an independent position, giving genuine support, reviewing the menu content and appreciating the complications and the menu's size, we started to turn the corner.
We also redesigned dish build processes by improving speed, quality, morale, hygiene, and organisation. Controlled food cost, customer feedback and reputation enhanced sales, and it became a nicer, calmer place to work.
Case study example four - resort
Threats and impacts
The business was constantly peddling hard to stand still, unable to convert to profit, seemingly leaking money. The overall circumstances dictated that the leadership and employees felt trapped in this never-ending mouse wheel of unhappy, often grumpy chaos.
The general operating standards were, unfortunately, delivered each day depending on who was on duty and how they felt.
Issues of inconsistency were affecting the product, service, reporting, finances, overall communication, reputation, and people's morale.
The leadership were naturally defensive, stagnant, scared, overwhelmed, and unable to address matters.
What we did and outcomes
Participated and understood the overall business and forensically investigated each key area from Bins to Boardroom.
We understood and appreciated the challenges by observing 'shoulder to shoulder' with the teams. We templated all standards and tasks into PSP (systems, processes, and procedures). We became the excuse for structured change and presented a simple 'Fix it, sort it, and mend it' plan.
From this, we agreed on responsibilities, ownerships, deliverables, and rigid timelines. We supported the changes and converted the team to a new style of behaviour, thinking, working, and delivering in a Germanic style.
Case study example five - Theatre Catering
What we did
We forensically investigated the F&B outlets in detail, examining the people, the product, the profile and importantly the potential. We spent limited time with the operators and then delivered detailed recommendations which were later supported, actioned and implemented.
Case studies in Arts
To conduct a 360 degree review of all F&B areas, including provisions and services within various high profile Art galleries, Museums and leading Theatres. The venues included - Gallery Oldham, Touchstones Rochdale, Manchester Art Gallery, Urbis Manchester.
Outcome
Reworked, streamlined and rationalised services and products, we rectified issues by improving speed, quality, organisation, staff welfare and dramatically improved sales. We also created and introduced unique, quality, smart offers with provenance, points of difference, together with brands which were fit for purpose. We researched to provide advice about deleting catering offers from venues which were locally swamped with high-level competitors.
Case study example six - Restaurant Solia brand concept
Our brief
To create and deliver a Mediterranean Restaurant concept and brand in Kuwait, together with developing and driving a food culture within the client's other various brands and concepts.
What we did
Understood the country's culture, the Restaurant scene, market, and competition. Embraced trends and then educated the business into a structured, new organised style of working.
Outcome
Opened two Restaurants in Kuwait together with a further two in Saudi Arabia. Then converted the various other company brands and concepts into working smarter.
Restaurant Solia with John Benson-Smith
Case study example seven - Supermarket retail
Our brief
Creation of a F&B Retail concept within Morrisons Supermarket serving fresh food to go
What we did
Blank paper creation of the concept working with Morrisons directors and seniors to prove the brand and launch.
Outcome
Full mobilisation of Morrisons 'Market kitchen' in eighteen properties. This was a two half year project for myself where Chef inspired F&B retail brand was created
Case Study example eight - Events Company
Our brief
Investors commissioned our services as business was operating with little structure in many areas, confused, out of control, inconsistent leadership. Substantial sales but little, if any, profit.
What we did
- Identified great sales and that customers were generally very happy
- Menus were very chaotic complicated adventurous with huge multi choices and hundreds of dish variations and requests possible.
- Identified absence of food costings or operator accounts
- Took a holistic approach by focusing on every aspect of a business's operations
- Identified areas for improvement and growth
- We were very inclusive with our findings and opinions.
Outcome
We delivered a tough but fair and inclusive forum report. This started by :
- Highlighting the successes which we shared with key players including the seniors and investors.
- During this session we re-educated the business with blanket controls.
- We demonstrated that with very little conflict and time that the food margins if controlled could be improved vastly.
- We recommended that the management be adjusted to enjoy single leadership and not two opposing Managing directors leading it.
Case study example nine - Faroe Islands
Breathtaking archipelago of a local Restaurant in Nordic
We worked with renown Nordic landscape Photographer Arjan Wilmsen, and client on this incredible journey which took us to the Faroe Islands. Indeed a masterful place, well know for its huge awe-inspiring landscapes and cultural discoveries, where we created immersive and an amazing narrative driven portfolio, based around the people, the Atlantic wares location and of course the food
No wires, tripods and messing, just handheld capturing the mood and that unique creative detail
Over a number of days with varying locations Arjan Wilmsen delivered and challenged us to excel and as a team we framed and captivated our brief (with smiles)
Our Approach
Storytelling the creation of the authentic journey on the island of the two Restaurant owners. Their origin, from local Fisherman and Smokehouse with the insights, to the Chef, the environment and the perspective to incorporate elements of the culture and characters in the shots. Our brief was to drive the present business, profile, take-up and following
Our Team
That joint passion, technical brilliance and character enabled a combination and recipe of styles and colours from the rustic sea style, with earthy blending together with those rugged cliffs, verdant valleys and cascading waterfalls which brought the project alive. All of this was from a simple but brilliant backstory which we created on our first night of ever meeting