Hospitality and Business: Organizational Change in Browns Old Jewry Restaurants

RUNNING HEAD: Hospitality and business
Hospitality and business

Hospitality and business 1
Contents
Introduction................................................................................................................................2
Change programme....................................................................................................................2
Conclusion..................................................................................................................................8
References..................................................................................................................................9

Hospitality and business 2
Introduction
The hospitality business is a broad group of businesses which provide service to the
customers. The hospitality business is focused on providing satisfaction to the customers by
offering unique experiences. It comprises lodging, theme parks, event planning, and others.
This report defines the hospitality business of Browns Old Jewry. It is the part of Mitchell’s
and Butlers PLC which is the largest operator of restaurants, pubs, and bars in the UK. The
first Browns Old Jewry was established in 1973 and is providing delicious food and drinks
experiences through the well-known brand. The customers are provided with the superb
service in the beautiful surroundings. Many of these restaurants are in the unique landmark
buildings. The classical seasonal food can be enjoyed along with the signature cocktails. The
tables can be booked online. The restaurants of Browns Old Jewry are widespread in allover
UK. The restaurant delivers great service, quality and value for money to the guests. The
restaurant has been successful in leading operations due to innovation, listening to customer’s
feedback properly and ensuring the best staff (Enz and Way, 2016).
Browns Old Jewry have gained capability in offering value to the customers at restaurant.
The restaurant is having more than 10,000 employees and having headquartered at
Birmingham. The restaurant generates a higher return on the investments through scale
advantage. It is even capable of maintaining a sound financial base from the income
generated from it’s all the restaurants. This report comprises the organizational change taken
place in Browns Old Jewry restaurants. The current stage of the change programme has been
described along with the barriers to attain the successful delivery of the change programme.
Kotter’s eight-step model has been used to analyze the strategies to overcome the issues faced
in the successful delivery of the change programme.
Change programme
The hospitality industry remains challenging and competitive. The restaurants of Browns Old
Jewry have undergone a significant organizational change in the last few years. The
competition and rising costs reduced profits of the restaurants significantly. The restaurant
operator at Browns Old Jewry reported a 25% fall in the pre-tax profit in 2015(Financial
Times, 2016). The restaurant is struggling due to the increased competition for the dining

Hospitality and business 3
customers and rising cost parameters. The recent opening of the wave of restaurants across
the hospitality industry put pressure on the outlets of Browns Old Jewry. It has been
estimated that almost 1700 rival eateries began dealing in 2015 which is approximately
correspondent to the size of pub estate. The competition in the hospitality industry has hit the
mid-market brands like Harvester and various restaurants of Browns Old Jewry. The
restaurant is also accompanied by the brands of Mitchell’s and Butlers PLC like Toby
Carvery, Harvester and All Bar One among. These brands are warned that the profit margin
can be hit by the increased investment along with the rise in the minimum wage. It was also
estimated that the labor costs would also be constant to cause ‘headwinds’. The pre-tax profit
of the Browns Old Jewry fell to £ 94m in the year and revenues declined to 0.7% to £ 2.1 bn.
Browns Old Jewry is aiming to achieve a leading position in the hospitality industry. The
changes experienced by Browns Old Jewry restaurants regarding competition and rising costs
resulted in:
Technology: The technology is an essential part of routine life. The hospitality industry
cannot take a break from technology. The guests in the restaurant demand a basic right to be
associated in any location, around the globe. The technology is considered a constant travel
companion wherever people go (Hornstein, 2015). The restaurants of Browns Old Jewry are
embracing the technology revolution nowadays which is resulting in competition and rising
costs. The innovations in technology benefits customers, not to just restaurants. It even assists
restaurants to stand out from competition and appeal to new customers. The technology has a
role in engaging brands and the restaurants using innovative technologies give tough
competition to the Browns Old Jewry. The rising costs also reduce the profits of the
restaurant (Cobos, et l. 2016). The customers also like to go to the restaurants implemented
new technologies. The restaurant is required to lead and maintain a position in the hospitality
industry which is possible by implementing innovative technologies.
Sustainability: sustainability is considered as the agenda of the organization. It is driven by
growing interest and concern for the environment. The restaurants having good corporate
responsibility programmes assist in winning customers and gives tough competition to M&B.
the restaurant has experienced change due to the rising concern of the restaurants toward
sustainability. The competitor restaurants spend a huge part of the running costs on the utility
and energy bills. Browns Old Jewry has transformed its operations to convert into going
green. The energy consumption is reviewed and methods are implemented to convey
financial savings (Jhamb and Singh, 2019). The restaurant faced challenges in raising its