Urban Pubs & Bars
Motivating and engaging pub teams
Our Client
Urban Pubs & Bars was founded in 2014 by Nick Pring and Malcolm Heap and has since expanded to an estate of 20 pubs, bars and restaurants across London.
In 2018, Urban Pubs & Bars was ranked number 28 in the Sunday Times Virgin Atlantic Fast Track 100 list, recognising Britain's private companies with the fastest-growing sales.
The Brief
For Urban Pubs & Bars, the primary purpose was to provide a training tool for pub managers to help them consistently deliver the service and standards expected of their teams.
Our Approach
We focussed on ensuring that reports could be depended upon to reward and recognise high performing individuals and teams and to take corrective action where necessary. We took the time to consider how the reports were presented and how each location could benchmark its performance, in order to create a programme that motivated the right behaviours.
The HGEM team is always on hand to help with any questions or challenges we have, and they are curious to get to know our business better so they can help us on our mission. Communication is easy and we very much feel like HGEM are a part of the Urban Pubs & Bars family.
The Results
A big improvement in the service and standards across the business since launching the programme, both anecdotally and as reported by guests in online reviews.
