Client Case Study | On the Waterfront, UK

Creating Loyal & Motivated Employees

The restaurant industry is notoriously challenging. Competition from chain owned businesses, takeaways, pubs and anywhere else selling food make running an independent establishment not for the feint-hearted.

Loyal customers and repeat business are the key to a restaurant’s success, with research showing that improving guest retention rates by 5%, can improve profits by 25%-95%. But in an era when online reviews rule, with 84% of people trusting what they read, it is vital that restaurants excel not only in their product but their customer service as well.

The hospitality industry often has an image of high employee turnover and poor prospects in terms of career progression and opportunities. Attracting employees of all ages, cultures and backgrounds, it takes a special skill set to be able to engage and motivate across generations and cultures.

Recognising that the best way to build loyal customers was by creating loyal and motivated employees, On The Waterfront decided to invest in developing their management team, so that they had the tools and skill-set to lead a multi-generational and diverse team, enabling them to deliver the best employee and customer experience possible.

Director, Chris Billing said, “As well as the results on the business for me personally it has allowed me to step out of my comfort zone and challenge some of the boundaries I had put up. It’s also a course that lives with you and you can refer back to time after time.

For anyone wanting to focus their relationship skills and learn how to be more comfortable within themselves, I couldn’t recommend this course more.”

“The management team feel more valued due to our training investment and now have the tools to excel at their jobs. It has also left the team as a whole feel more motivated and listened to.”

Chris Billing,

Director, On The Waterfront

Challenge

To drive more consistent revenue growth and service standards, senior management needed to step back and be more strategic while empowering supervisors and deputies to take more responsibility for daily operations.

Solution

Starting at director level, the On The Waterfront management team attended public Dale Carnegie Courses.

In-house training workshops were also provided for the wider hospitality team in the form of Influencing Skills workshops. These embedded Dale Carnegie’s human relations principles into the culture.

Results

Delegation and coaching have become the standard and expected management style. Employee retention is consistently higher and conflict is rare, despite the high pressure hospitality environment.

At the time of writing, On The Waterfront has a Glassdoor rating of 4.3 and a 100% Recommend to a Friend score.

Creating Loyal & Motivated Employees

Challenge

Solution

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