On the 3rd of September 2019, we held our first-ever GXP Award ceremony at the Albert Hall. This was to celebrate all the amazing work our teams put in towards improving our guest’s experiences. We pride ourselves on our internal metric of calculating how saitfied our guests are, we call it Guest Experience Performance, or GXP for short.
We had one of our wonderful in-house photographers along to capture every moment, all the pictures you see were taken by the very talented Jack Kirwin – you can find all his socials at the end of the blog.
Let the party begin…
The evening began with a champagne (or Peroni) reception for all attendees where friends from all our venues were reunited. We even had the pleasure of welcoming the teams from our newest sites – Rudy’s Birmingham and Albert’s Schenke.
Be our guest…
Sophie Bee and our incredible events team put together a cabaret act that was second to none who kept us entertained the whole night long. They transported us to a French bistro – equipped with our very own maître d’ to ensure all our needs were met and with the help of the Cincinnati Sisters our evening began…
After our welcoming, our CEO Roy Ellis took to the stage to remind us why we were all there – to celebrate our amazing teams. GXP or Guest Experience Performance helps us to reach our number one goal – which is to improve the guest experience.
Let the feast begin
Our Food Development chef Antony Shirley along with the amazing food team from Albert’s Schloss created a menu fit for a king! From a medley of vegan starters, to the perfectly cooked shoulder of lamb and various mini desserts to enjoy we were well and truly spoiled.
On to the awards
After our bellies were filled it was onto the main event… the awards! Below are all of our winners from the evening.
Best Score Card
Our Finance team won the award for the ‘Best Score Card’ – here’s our Financial Director Michael Woolley accepting on behalf of the team!
Best Commitment
This award went to the very deserving Rudy’s Peter St – they came up with the idea to introduce a second pizza making station when they realised the demand from our guests needed to be met! Their GM Josh Rogers and deputy manager Rebecca Meek stepped up to take the award.
The 4DX Convert
Our 4DX convert award went to Frank Brashaw and the team at Gorilla. They really got behind our new initiative and have produced some of the best results in the company!
Best Welcome Lead Measure
This award went to our wonderful team at Trof NQ – who had an outstanding Wi-Fi welcome score across the year because of their innovative & exciting welcome lead measure. Big shout out to GM Matt Nellany & Amy Crawford who really pioneered it.
Best Drinks Efficiency Lead Measure
Albert’s Schloss took home the award for best drinks efficiency for their innovative and compelling lead measure – with a special mention to their bar manager Federico Papa (who couldn’t attend as he was busy keeping their win alive in the venue). The award was accepted by James Plant, Andy Jane & Christian Graff.
All Green Score Card
This award went to the only venue to achieve an all green score card this year. They met and smashed their targets and lead measures… it’s the one, the only, Albert Hall. Award accepted by their GM Nat Lea & AGM Sam Litten.
Biggest Like-for-Like Improvement
To the venue who have been absolutely smashing their GXP since the end of last year, best like-for-like improvement went to Bradley McConville and his team at Liberty Tavern.
Best Ever GXP Score
Rudy’s Ancoats achieved the company’s best ever GXP score back in March with a whopping 86.6%. Congratulations to Megan Bews (second left), who is General Manager at Ancoats.
Best Opening
The gang at Rudy’s Birmingham achieved the best ever opening score for Guest Experience Performance during their opening back in July. Gavin Curtis was made up with the award until…
Even Better Opening
Albert’s Schenke truly achieved a world class opening in August, just one month after Rudy’s Birmingham. This tongue-in-cheek award was accepted by General Manager Andrew Chesworth Wigger.
Outstanding Contribution
The final award of the evening went to Rhiannon Lingwood, our Guest Experience co-ordinator who administrates the day to day reporting and insight for GXP.
What a night! Til’ next year.
