In 2010 Brains named Angela and Dave Lewis of the Lamb & Flag in Abergavenny, Monmouthshire, as their Managers of the Year for the fourth time. Angela tells Michelle Perrett about the importance of responding to changes in the market.
How we got here
Dave is a chef and he used to tour with many pop bands such as Abba and the Rolling Stones, doing the catering behind the scenes. The tour company that Dave used to work for bought a delicatessen in Barry, South Wales. It was so that the people that worked for them on the tours had something to do when they got home to Wales.
I used to manage the deli with Dave and in the evenings he worked as a chef at the restaurant across the road. One of Brains' area managers used to work there and he suggested that we go and work for the pub company. That was more than 20 years ago.
We joined Brains' management programme and trained at the Three Arches in Llanishen, near Cardiff. When we finished the training we were asked to go up to the Lamb & Flag in Abergavenny to take over for a couple of weeks after the previous managers left. We ended up staying.
The pub
The pub is at the foot of Sugar Loaf Mountain and the scenery is beautiful. We had the place refurbished 10 years ago so we had room for extra seating (as that was always a challenge). The pub was closed for eight weeks and we installed an open log fire and conservatory. The pub now has a children's play area, an outside area and five letting rooms, which we had refurbished two years ago.
How we made our mark
It is hard to remember 20 years ago, as the pub trade was very different then. We started at Christmas and were thrown in at the deep end. On top of that we also had our four-year-old son Matthew to look after.
When we took on the pub we had a deputy manager and, with her support, we coped. She still works for us at the pub now. It was hard because our families were 50 miles away and it was a challenge to stamp our own mark on the place, especially as there was lots of competition in Abergavenny.
The pub was already well-known for weddings and functions. A lot of people who come here say they had their weddings here and, because of that, it has always had a good food business.
The take was 50% wet to 50% food in those days but now it is 65% dry and 30% wet with the remainder made up of accommodation. This is because we decided to go for basic, home-cooked meals and built the business on that. We found out this was what was needed in the area. Our top-selling dish is steak and ale pie. We sell loads of it. Other popular meals include luxury chicken pies and lasagnes.
We have to move with the market, so last April we introduced an early-bird menu. We felt people were coming in, but couldn't afford to eat. So, between 3pm and 7pm, lots of our home-made meals are sold at £6.50 — and this has proved very successful. We have also introduced a new children's menu, which offers more healthy options for kids, and it is working very well.
The team
We have built up a good team in the past 20 years and there are a lot of customers who come in just because of the staff. People don't associate the pub with being a Brains-managed house but think of it just as a great pub. As well as our original deputy manager, who has been with us since the start, many of our staff have worked for us for years. A lot of people come here on their own as they feel comfortable with the team. It helps that we treat our customers as if they are in their own home.
The challenges
The smoking ban had a massive impact on our business and it was a big thing for us. We went 'no smoking' early — before the ban became law in Wales. We brought in decking at the front and initially the pub lost business. However, we were prepared and planned ahead. As soon as the ban became law, the business came straight back. Enhancing the front of the building has really worked. People do like dining outside and, with the decking at the front, they get to see the views. The foot-and-mouth outbreak back in 2001 also presented a huge challenge for us. It affected a lot of businesses in the Welsh hills and a lot of places suffered. Thankfully, we survived.
Prize-winning family
We have been Brains' managers of the year four times — winning it for the fourth time in September last year. Our son Matthew is now 24 and joined Brains nine years ago as an employee. He was a kitchen porter, then went on to become a chef, following Dave with his skills in the kitchen. Matthew was named Brains' Chef of the Year 2010 for the second year in a row. Brains keeps its staff well-trained and that is key to this business. It has a good training scheme and puts all its staff through it, which is essential to our pub's success. We are managers of the Lamb & Flag, but Brains has trusted us and given us freedom to run the business as we see fit.
The future
There is always something new that we can do. We have just started doing breakfasts from 8.30am in the pub. We previously did them only for residents, but think there is a market for them. We are also introducing afternoon teas. We need to provide the customers with things that they want and, after 20 years, we still think there are things to add to the business to keep it growing.
Facts 'n' stats
Tenure: Brains managed house
Wet:dry:accommodation split: 30:65:5
Turnover: £818,924
Wet GP: 76%
Dry GP: 70%
Full-time staff: 7
Top tips
• I would never ask a member of staff to do something I wouldn't do myself
• Always be involved with your team
• Don't stand still — if your business needs a change, move with the times
• You have got to meet each day with a new challenge
Brains views on Angela & Dave:
Philip Lay, retail director at Brains, says: "Angela and Dave were competing against managers from more than 110 Brains' pubs for the title Manager of the Year, so to win was a huge achievement. They've worked hard to grow the business and the award is richly deserved. Matthew is equally hard-working and, as his double award win shows, is also hugely talented."