Next up in our series of speaker Q&As, we speak to Anna-Marie Mason, director of brand marketing at Mitchells & Butlers. In her talk ‘No channel is an island – the crusade for seamless guest experience” on the second day of the show, she’ll be discussing how to design and deliver the ideal guest experience, to meet and exceed their expectations, profitably.
What restaurant & pub operators do you particularly admire and why?
I value brands that consistently deliver on their image and ‘promise’ – that’s why I admire the Inception Group for their innovative concepts and ability to deliver their brand proposition so well.
I’m also a fan of Brunning & Price who absolutely know what they are about and get it right every time I’ve visited. I cheer on many of the really small independents and pop ups because they play such a valuable role in helping shape our industry and they take risks where scale operators fear to tread.
What do you feel is the key for operators to successfully compete against their competitors in 2019 and beyond?
From a brand perspective, being honest about what you offer and being obsessed with the quality of the overall experience.
For the industry, waking up to challenges we face and unashamedly taking inspiration and guidance from other sectors.
What do you see as key trends in the coming year?
Being great at what you offer. Then being determined to make it even better!
What’s the most rewarding aspect of your job?
Having worked in other industries I still can’t quite believe how much of a privilege it is to work in this sector.
I absolutely love walking into one of our businesses on a busy session, feeling like I’ve played a part in the reason that all our guests have chosen our brand(s) and are having a great time. It puts a spring in my step on a Monday morning!
And the most challenging?
As someone once told me, you can do anything but you can’t do everything.
In this business there is so much to do…so many opportunities and so much detail. I love it but you have to pick the things to focus on that will make the biggest difference. And then be determined to be brilliant at them.
Describe the Casual Dining trade show in 3 words.
Vibrant, inspiring and informative.
Who or what inspires you to be even better?
The inspiration to be better surrounds all of us. Guests have so much choice. We have to earn the right to be in their repertoire and have a role in their busy lives.
What’s the best advice you’ve ever been given?
Don’t take it all (or yourself) too seriously. Life really is too short.
Tell us a fun fact about yourself that most people don’t know.
I started my hospitality career a million years ago…I propped up my dancing career and meagre income working part-time in a Toby Carvery.
Life has brought me full circle!
See Anna-Marie at Casual Dining 2019
No channel is an island – the crusade for seamless guest experience: 2.15pm in the Keynote Theatre 2 on Thursday 28 February.
