THE retail manager of Heron and Brearley has said the company is repositioning itself to counter the challenges the licensed industry is facing.
Steven Taylor, 32, has been responsible for the Heron and Brearley portfolio since August last year and said new measures are in place to take the business forward.
He explained: "The industry's moved on massively over the past few decades and we acknowledge that Heron and Brearley's managed estate may have been a little slow in reacting to the changing pace and face of the licensed trade.
"Since my appointment my focus has been all about listening to our customers and working to protect them wherever possible from rising prices and importantly provide them with affordable quality products and services.
"Unfortunately, despite our efforts, even in the short time since my appointment we have incurred above inflation costs out of our control such as increases in duty and VAT. This combined with general economic pressures makes the job even more challenging."
Since taking up the position Steven has established a new management team which covers operations, property, staff development, marketing and catering and said good service and a good experience is vital.
He continued: "I am keen that the expectations of our customers are met and that we are at least comparable with our UK counterparts.
"Service is the key now. Although the industry is suffering there are still plenty of opportunities in real ale and further developing our Okells brand, food, female-focused offers and hospitality for the family. In the past the pub trade was largely just about selling pints but we understand that if we don't deliver on the experience factor then customers will stay away.
"Repositioning our business to counter the challenges the industry's facing is not only good news for our customers but also good news for our 800-strong workforce. As we strengthen and grow the business in partnership with our customers and our people we'll be able to offer a wider range of attractive career pathways and develop talent right across the group.
"We're exploring new income streams and setting out plans to identify the customer base of each outlet. Better communication will help us deliver improved services, target the right offerings to the right customers and provide a broad offer."
The Rendezvous and C'est La Vie venues in Douglas will be re-launched later this year and Heron and Brearley has also launched a new staff development programme in association with the Isle of Man College and in consultation with the British Institute of Innkeeping.
The Raising the Bar course will equip staff with the skills and tools needed to deliver excellent customer service.
Steven concluded: "Heron and Brearley is a traditional company with success that spans more than a century in business. My aim is not simply to bring a youthful outlook but a fresh approach to the local hospitality market and grow our business by exporting fine Manx hospitality throughout the United Kingdom and beyond."
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