Wales

Terra Nova

Mermaid Quay, Cardiff

Nick Jones and Steve Morris believe the best way for Terra Nova to retain its premium bar status is by constantly raising service standards, continually reviewing products on offer and regularly revising the menu to meet customer demands.

Nick (left) and Steve (right) have been joint managers at the SA Brain's outlet for just over a year. In that time, however, they have overseen the venue breaking through the £2.4m turnover barrier, with sales up by about one-seventh compared with the previous year.

Module programme

The foundation of the bar's success was

the introduction of a six-module training programme aimed at developing the skills of Terra Nova's complement of 32 full-timers and six part-timers.

Steve says the programme is site-specific and aims at "getting away from the mentality of learning by mistakes by educating people before they start".

Module one deals with working the floor and food running. Module two concentrates on bar training and product knowledge. Module three covers electronic point of sale systems, by which time staff should be able to work the bar. The other three modules cover a variety of topics including cooking food, hot drinks and snacks, how to sell, linking food with drinks, and table service standards.

The joint managers say the programme has not only improved service standards, but has also increased productivity and improved staff retention.

Upgrading beer and wine

Nick and Steve have improved the draught and bottled beer portfolio by including premium brands and upgraded the wine list. Better glassware and bar napkins complete the overhaul of the drinks offering.

New main and tapas menus have been

introduced with the emphasis on better, Welsh-originated ingredients.

To ensure Terra Nova remains a premium bar, high maintenance costs have been budgeted into the accounts so that the surroundings and upkeep of the premises match

service standards.

Off-season trade

Nick comments: "We accept that we'll be busy during the summer because of the huge number of tourists visiting Cardiff Bay. So we hope the many changes that we have made will help during the off-season. We can't complain so far because we're significantly ahead of last year."