Mitchells & Butlers – key facts
Independence established in April 2003
The leading UK operator of around 1,600 managed restaurants and food pubs with sales of nearly £2bn pa
One of the largest operators in the eating and drinking out market which is worth c£70bn
Average weekly sales of £22.8k (almost four times the industry average)
Serving around 130 million meals and 420 million drinks a year
Food accounts for around 50% of our total sales - and related drinks add a further 25%
c40,000 employees (retail & corporate)
Property estate predominantly freehold with a net book value of around £3.8bn
Mitchells & Butlers in Birmingham
Our Retail Support Centre - based on Fleet Street in Birmingham - employs around 900 people
Mitchells & Butlers in Birmingham
114 restaurants, bars and pubs in the ‘B’ postcode
Providing jobs for around 5,000 people - particularly young, unskilled people
Generating sales of around £136m per annum
900 jobs in our Retail Support Centre
Boosting the local economy
You might even have been to...
All Bar One Brindleyplace or Newhall Street
Browns in the Bullring
O’Neill’s on Broad Street
Toby, Harvester, Amber Tavern or the Dog - all on Hagley Road
The White Swan, the Vine or the Junction in Harborne
Fighting Cocks in Moseley
The Old Contemptibles on Edmund Street
Bacchus Bar in the Burlington Arcade
Red Lion in Alvechurch
The Lyttelton Arms or Barnt Green Inn
And... Of course... Miller & Carter
The Mailbox
Hockley Heath
Cheswick Green
Sutton Park
THE CUSTOMER IS ALWAYS RIGHT?
“The Customer is not always 100% right in fact they have the permission occasionally to be wrong, but they remain The Customer” 100% of the time
Service Versus Hospitality
D:-“The friendly and generous reception and entertainment of
friends or strangers”Treated like a guest in your own home
C: Which came first, the chicken or the egg?
In hospitality it is the same
Who comes first, the staff or the guest
Miller & Carter PrioritiesOur People
Trained / engaged / stable / happy team members
Our Guests
Satisfied / willing to return / brand advocates
Our Practices
Accept nothing but World-class standards... always
Our Profits
Financial security / reinvestment / future growth
Our guests tell us what’s important
to them
Clean & safe
Good value
Welcoming & safe
Served by knowledgeable teams
Well-maintained
Consistent great quality
Feeling valued
If it’s not right fix it
Let me pay quickly
Thank me
Do the following deliver a value-added customer experience?
Customer Not Always Right But Always The Customer
Service And Hospitality
Service Profit Chain
Individual Brand Values