Issues:

• Poor, inconsistent in-house service quality of meals and operational standards.
• Poor member perception, many complaints and low member sales.
• High service costs and Secretary input.
• £1M+ redevelopment of the Club House facilities planned.



Solutions:

• Review Consultancy appointed to complete a full food service and financial review.
• Output report with options and recommendations for the future service based on member input, developing the future catering service specification.
• Tender and evaluation of the catering equipment supply and installation contract.
• Full tender, evaluation, award and final negotiation of a franchise service contract.



Outcomes:

• Over £25K savings made on the original equipment budget.
• Successful implementation of the new franchise service contract.
• Moving the service from circa £10K pa loss to nil in the first year and profit in subsequent years through the franchisee.
• Increased services, quality and member participation and perception.
• Significantly reduced Secretary input and hassle.
• New kitchen facilities installed on time.





The consultant made us focus on what was important and what we really should decide to do. Steven was calm and patient with all the various stakeholders but kept us on track. We would not have got to this excellent result without the consultant’s help."


Hunter Devine, Hindhead Golf Club