Delivering a cultural transformation programme for a major UK pubco

A culture of command and control meant restaurant managers were spending too much time on compliance and admin, and not enough time with customers, while there was a lack of trust between regional managers and site teams.

With the regional manager’s role a ‘tick box checker’, the site teams were disengaged, meaning the guest experience was significantly weakened.

Our impact

Through working with 9 ring-fenced sites, we created diagnostics to understand the change required and identified skills required for new ways of working.

We trained and coached managers in new ways of working to become mentors to site teams, and extended the trials into 45 sites.

Long-term development plans were put in place for managers and teams, and a changed culture of trust, empowerment and accountability enabled the approach to be rolled out to the entire company estate.

Related Case Studies

Would you like features like this sent direct to your inbox?

Sign up to our newsletter