Young’s are a traditionally British pub chain. Founded in 1831 as a brewery, the brewery side was transferred in 2006 to Wells and Young’s Brewing Company Ltd and became Charles Wells in 2017. Now, operating over 200 pubs and hotels across the country but with a focus on London and the South of England, their award winning approach combines excellent aesthetic and ambience with outstanding customer service.
Since the pandemic, hospitality has been one of the most affected industries with national spend still nearly 70% below pre-pandemic levels in 2021. Although the picture is improving, hospitality remains impacted by the now significant cost of living crisis. Because of this the need for regular, high quality content has become increasingly important. Encouraging people to go out for food, stay away in a hotel or simply visit the local pub takes a lot of work and reminding people of what’s on offer and the experience that they could enjoy is key.
Staff training is also problematic as face-to-face training across over 200 sights is difficult. Alongside the naturally high turnover of hospitality staff, finding innovative and engaging ways to train staff and keep them up to date was a significant challenge.
We worked with Young’s to create a series of induction videos that all new staff could engage with to learn everything from systems and procedures to pouring the perfect pint and crafting the ultimate cocktail. Used in conjunction with each establishment’s management team, a comprehensive package of learning was created to support new starters.
Of course, new starters are only the tip of the iceberg so we continue to generate content that supports the ongoing learning of staff. Young’s pride themselves on consistency in their food offering and their friendly customer service. To support this, particularly when face-to-face gatherings were difficult, we created a series of videos targeted at all staff explaining new menus, demonstrating to chefs how to cook the dishes, how to plate up and serve and how Young’s expect customers to be welcomed into each of their pubs and hotels. This allows for a consistent approach across all their establishments.
We also create content aimed at the consumer in the form of regular social media content ranging from adverts to talking heads and promotional videos showcasing their unique and characterful hotels, pubs and restaurants.
“We have been lucky enough to work with Copperwheat Media on lots of projects over the last few years, from internal training videos, to social ads, promo videos and more.
They takes time to understand our brand, immediately puts people at ease, adds creative input and delivers amazing content every time.”
YOUNGS