Four operating concepts, from the swish bar-restaurants of Scotts to the quirky community Herringbone pubs, allow it to be flexible in fitting into new sites as they become available, and it has developed the systems and processes that should enable it to maintain the pipeline of talented people it needs to grow quickly in the years ahead.
Distinct personality
Founded in 2002, the family firm’s expansion has already accelerated considerably in recent years and its 22 venues are now scattered across the south of Scotland, from Troon to North Berwick.
Wherever you are, though, each site bears the striking Buzzworks signature design features, and each sets the same high standards of service. Its ambitious Customer Promise aims to ensure guests are acknowledged in 10 seconds and are served their food within 20 minutes.
General managers, head chefs and their teams are charged with investing their businesses with a distinct personality and are given the freedom to actively engage with the locals and flex the offer to appeal to their own customer base.
Strong culture
They are supported by a 40-strong team based at the company’s Kilmarnock headquarters. A digital marketing drive is currently underway that will introduce a new mobile app and loyalty programme for regular visitors.
Alongside coaching in the pubs, head office acts as a hub for training staff to meet Buzzworks’ exacting standards. Clear career paths are in place while a skills matrix identifies gaps to be filled within the business, resulting in a sharp improvement in staff retention.
This strong culture means the group is well prepared to pursue future growth and bring that buzz to more Scottish towns.
