Brief:
My client was the owner of a hospitality venue in Horsham. He expanded from one venue to four very rapidly (in less than 12 months) and found that his time was being spent more in the business day-to-day than on the business overall.
Having already instructed me on a previous project to develop the brand and business identity of the first venue, my client now asked me to build solid foundations for the business and re-design a consistent brand identity which would work for the whole group.
Solution:
Through evaluating and analysing the business and their direct competitors, I built a clear business profile and brand identity with a focus on the client’s successes/USPs and outstanding customer service. I designed the brand identity which not only united the four venues as a group, but also enabled them to appear independent and individual from one another to suit it’s audience culture and purpose.
The brand identity development also led me to implement a full redesign and refurbishment to each of the four venues; adding unique features and customer talking points to add personality and to overall challenge the notion of a ‘traditional’ pub.
Throughout this process, I recognised that the guest journey should be kept at the forefront because hospitality is and should always be customer-centric. In light of this, I developed and delivered a staff training programme so that the staff could have a wider understand and deliver the business values directly to the customers.
To further strengthen the foundations of the business and improve the management and training systems, I implemented cloud-systems, Trello as a form of organisation for events, general business protocols and daily procedures etc.
Results:
As a direct result of the re-design and re-brand, the first pub of the group won ‘Pub of the Year Award’ 2015 and 2016.
My work enabled the business to grow successfully from a small start-up to a successful group, increasing turnover (approx.) by 6k per week to 65k per week. In addition, Trip Advisor ratings/reviews also noticeably substantially improved.
Menu examples
"I have had the pleasure of working with Hannah on a couple of collaborations and I have always found her energetic, driven and focused. Hannah is both creative and practical, she sees projects through from initial conception to full realisation on site. Hannah has a unique hands on approach and is very personable in character. She always keeps the client at the forefront by incorporating their brand philosophy into the final concept. I look forward to working with Hannah again in the future."
- Emma Simmonds, Focus Design
“Hannah was a really warm and supportive openings manager, who has taught me a great deal. She would encourage positivity and a pro-activeness with the customers dining experience. Hannah always went for calm approach to service and it always felt as if we were fully supported even when it was stressful at times! I'm hoping to become part of the management soon and that wouldn't have been possible without Hannah's support.”
- Chris Laraspata, Six Bells Staff Team Member.
“A BIG thank you to the Six Bells Farnham team for your outstanding attention to detail and service …With a specifically chosen rustic and elegant theme, you totally rose to the occassion …Special thanks to Hannah (Manager) for ALL your help in arranging the awesome event and your super attention to detail… You exceeded expectations!”
- Bev via TripAdvisor, The Six Bells
“…Having been to a few pubs/restaurants in Horsham this is definitely the best in my opinion. The décor is spot on - the log fires, sporadic sofas and cosy lighting means you won't want to leave…”
- Tripadvisor, The Olive Branch
“After hearing about the refurb, i was interested to check it out... what can I say!! WOW decor is amazing, full of quirky design and a really warm feel to the place…”
- TripAdvisor, The Charlwood
“Fantastic pub with great staff. Totally blown away by the staff at the Six Bells.
…From my initial enquiry through to the actual evening they were fantastic. Hannah, you made my flatmate so happy and everyone had a truly wonderful night. The food, service and attention to detail was spot on…”
- TripAdvisor, The Six Bells