East & West Midlands

The Holyhead

Coventry

Pub manager Jonathan Attridge regards it as a privilege to run the Holyhead, considered to be one of the best in the Ember Inns estate, owned by Mitchells & Butlers.

Jonathan says it is the teamwork displayed by his 30-strong staff (10 full-time and 20 part-time) that has helped put the busy suburban pub on such a pedestal.

He says: "It's all about creating an environment where every member of staff feels they are valued. They know that each one of them is only as important as the next one and if they don't work as a team, the whole operation falls down."

Recruitment policy

Jonathan says that, when recruiting, he looks for people "with that certain something, who will be able to work well under pressure while remaining in good spirits in a busy environment".

He reckons it doesn't matter if the person hasn't pulled a pint before, because those skills can be taught.

"The key is how they relate to customers and provide the level of customer service that keeps people coming back," he says.

His 25 years in the trade haven't dented Jonathan's enthusiasm. His hands-on approach will see him picking up litter from the car park one minute and heading-up the daily team briefing the next.

Knowing customers

He adds: "The pub has undergone resurgence recently and it's now very busy catering for people of all ages - locals who want a quick pint, pensioners who come for a lunchtime meal, business people arriving for a meeting and the younger crowd on a weekend night out. If you know your customers, you can adapt your service accordingly."