training

Rob MacDonald and Dave Gardner

Franchisee details

  1. Rob and Dave have been Pizza Hut franchisees for 2 years
  2. Rob, 32 and Dave, 34 together run their own business called G & M Products (UK) Ltd
  3. They currently run three Pizza Hut Delivery outlets in Portsmouth
  4. They currently employ 70 staff across their business 

Past experience

  1. Rob and Dave both previously worked at Pizza Hut and started off as team members in the restaurants
  2. They worked their way up to area manager over a period of 10 to 12 years
  3. Dave won the accolade of Area Manager of the Year in 2003 before both he and Rob were nominated for Pizza Hut Franchisee of the Year Award just one year later in 2004
  4. Rob and Dave attribute the success of their business and its rapid expansion to the experience and knowledge of brand values they acquired while working for Pizza Hut

Rob says:
“Entrepreneurial skills and some previous commercial experience were helpful to us but in my view, it’s our sound understanding of the brand, its values, its customer base, the work ethic and processes which makes our business work. Our experience ‘on the floor’ as it were and the progression to managerial positions have helped us to understand all levels operationally.”

A day in the life

  1. A typical day for Rob and Dave involves keeping up to speed on every aspect of his business such as:
    • Day-to-day store operations such as customer orders, staff management and training, payroll, bookkeeping, stock control and health and safety issues
    • Store visits
    • Meetings with restaurant general managers

“The days can be long and you have to be focused in this business but it is so varied and hands-on that I never have the same day twice. My days involve a lot of phone calls, store visits and management meetings but that is the nature of running such a business. It is a hands-on job, as challenging as it is rewarding.”

“We go to great lengths to make sure that the workplace is a supportive and motivating place to work in. We believe it is important to forge personal relationships within the work environment. Training, at every level, is the key to maintaining the team - it ultimately leads to a better understanding of the business and the way in which it operates and gives staff a feeling of involvement in the ‘bigger picture’.”

Working together with Pizza Hut (UK)

  1. The application process is rigorous and thorough but start-up support from Pizza Hut head office is available throughout and extends into the ongoing franchisee/ franchisor partnership

“When we started out, initial training, marketing advice and site consultation were provided to us together with equipment and units. Following the initial set-up process, Pizza Hut head office remains very hands on throughout the partnership and although it is not involved in the day-to-day running of the business, it is very accessible and approachable.”

“A Pizza Hut franchise business manager is available at all times - no call goes unanswered. So, with this level of communication, you soon develop trust and a close working relationship with people. Pizza Hut also encourages a strong support network between different franchisees in the area. Communications meetings are held every quarter.”

  1. Rob and Dave consider having the Pizza Hut name ‘above the door’ to be one of the main benefits to running a Pizza Hut franchise

“The Pizza Hut name is a household name in Britain and is internationally renowned. It has a proven track record with the customers who know that standards are high and that quality remains consistent. We have worked with the product and the system about 15 years now and strongly believe in the brand.”

“The staff also benefit from the company guidelines that are in place – they have absolute confidence in the system and its processes. What Pizza Hut brings in terms of structure and brand excellence our staff match with great service, great product and a great experience for customers every time.”

“We encourage the stores to run local initiatives onthings such as average spend in order to recognise great performance. We also run a G & M Products company initiative which last year saw two employees win Red Letter Day vouchers.”