North West
Thomas Rigby's
Liverpool
Staff training is the key to the success of
Thomas Rigby's, which lies in the heart of Liverpool's central business district. The bulk of the pub's trade occurs at lunchtimes and early evenings when business is fast and furious. So every staff member has to be primed to meet the heavy demand.
Liverpudlian culture
Fortunately, manager Fiona Hornsby knows a thing or two about Liverpool pub life after 17 years in the trade, many of them running Merseyside venues.
Fiona says: "It is important to appreciate Liverpudlian culture when operating a high-profile venue like Thomas Rigby's. Good staff and high levels of training are vital too, if you want to put your pub ahead of your rivals."
All employees receive National Vocational Qualification-based training and most have studied for other qualifications with brand awareness and the Diageo "Every Serve Perfect" high on the agenda.
Thomas Rigby's is owned by Isle of Man brewer Okells and was opened in July 2003 after a refurbishment.
The pub oozes a typical city-centre atmosphere of the past and local city office workers and other drinkers have taken it to their hearts in double-quick time.
A large range of cask ales and continental beers is complemented by a food menu geared to demands of customers in a hurry.
On-the-job training
Fiona (pictured with bar managers Ian Forster, left, and Nick Rahman) encourages her staff to relate to customers and helps increase their trade knowledge by staging beer-and-food tasting evenings, augmented by wine and spirit tastings organised by drinks companies.
She says: "I believe in training people while they are working because highlighting practical examples of service and hospitality is important.
"You never stop learning because something new always crops up. We have acquired a great reputation in the city in a short time, thanks to our great staff."
