Our next Q&A features Mark Mcfadyen, group operations director of Brewhouse & Kitchen. He’ll be taking part in the ‘Operations for Pubs & Bars’ panel session, with Will Prideaux from Nicholson’s, Adrian Lawes from Hippo Inns, and Chris Stagg from Peach Pubs, on the show’s opening day (25 March).
Mark has had a wide and varied career within the industry, having completed operational, audit and marketing roles within Bass, Scottish & Newcastle, Spirit Group, Punch Taverns, Greene King and, since 2018, Brewhouse and Kitchen.
The majority of the population love pubs and restaurants, beer, drink, and food, and what we sell is an atmosphere and environment driven by motivated people with personality and meaningful interaction.
What restaurant & pub operators do you particularly admire and why?
I admire Peach Pubs for their consistent service and standards. I will always admire Greene King for their resilience, strength and determination in delivering performance, as well as their willingness to adapt every business to meet the needs of the local community.
What do you think is the key for operators to successfully compete against their competitors?
More recently, I think it’s been more important to have clear differentiation and a guest facing USP that distinguishes you from the pack. Having an angle that makes potential guests want to visit you specifically and that they really get the value of.
What do you see as the key casual dining trends for 2020?
Obvious trends like Low and No, but I think there’s the increased importance of ‘Experience’. Our guests want to buy into more than the purchase of a product in a ‘nice’ environment, but a rounded experience, which they can talk about, share and will remember.
Brexit 2020: What are the implications for the casual dining sector?
The fear is for limitations on access to a skilled workforce and low guest confidence.
The rise of food delivery: What do you think are the pros and cons for 1) your business and 2) the casual dining sector as a whole?
Pros are few for us in hospitality. However, there will always be a place for great pubs and restaurants, which offer a great experience – though this requires people to be out of their houses, engaging with each other and being sociable.
Instagrammable – How has social media influenced the casual dining sector?
More people wanting to chase the dream. To have a WOW experience and share it. An OK, or unremarkable experience, doesn’t give the WOW, so a sense of value has been lost. Makes the market demand more challenging and interesting experiences.
What’s your bestselling dish / drink at the moment?
Food wise our Beer can chicken. For the bar, outside of a base lager, it’s an American Pale ale from our in-house brewed beers. More recently, we’ve had a huge increase in sales of our Tropical IPA.
What’s the most rewarding aspect of your job?
Time spent with, and the value put on, people. We do sell a product, but let’s be honest we’re not trying to push water up-hill. The majority of the population love pubs and restaurants, beer, drink, food, and what we sell is an atmosphere and environment driven by motivated people with personality and meaningful interaction.
And the most challenging?
The never ending headwinds of hospitality, in particular the ever growing cost base.
What does the next 12 months have in store for your business?
Both organically, new site openings and diversification as we look to add to the B&K experience through opening Hotel rooms.
Can you give us an example of what your business is doing to be even more sustainable?
Always looking at sustainability – most recently with an Eco warrior programme and focus areas like our new waste oil system with conversion to bio-diesel. By brewing much of our own beer, we’ve also removed unnecessary road miles.
Can you tell us a bit about your much-anticipated session at Casual Dining 2020?
For me, it’s about getting our teams to focus on the broader guest ‘experience’. What creates a memorable experience? How do we get a transaction to be an ‘experience’, where guests take away a valued memory in addition to being well fed and watered.
Who or what inspires you to be even better?
My team. Teamwork is key to performance in this business.
What’s the best advice you’ve ever been given?
Retail is detail (it really is – sweat the detail!).
See Mark at Casual Dining 2020
Operations for Pubs & Bars Panel: 11:30am in Keynote Theatre 2 – Pub & Bar Keynotes on Wednesday 25 March
Featuring:
- Adrian Lawes, Operations Director, Hippo Inns
- Will Prideaux, Operations Director, Nicholson’s – Mitchells & Butlers
- Mark Mcfadyen, Group Operations Director, Brewhouse & Kitchen
- Chris Stagg, Operations Director, Peach Pubs
