Whitbread PLC

We design develop, deliver, install and commission new and refurbished kitchens throughout the UK including the Channel Islands and Northern Ireland. We also assist with nationwide equipment “Roll Out” projects that often involve end-to-end solutions such as enabling M&E installation works and many of which also involve out-of-hours working.

Even though we have been dealing with Whitbread for over 30 years, we are never complacent and regularly review the customer service we are providing to ensure we’re exceeding their expectations as a client.

Last year, we created an internal group, Whitbread@Gratte who were responsible for managing this account end to end with roles and responsibilities allocated to key personnel within this group to deliver excellence.

This team includes: Paul Gilhooly – Main Contact (Sales) Richard Caller – Main Contact (Project Management), Michelle Russell – Main Internal Contact (Administration), Saul Smith – Design and Patrick Simpson – Quotes

We instigated weekly Microsoft Teams calls for all relevant Gratte Brothers and Whitbread stakeholders and we also built and shared bespoke project trackers to assist Whitbread in understand the live status of all sites involved in the multiple projects we’re delivering for them at any one time.

Additionally, we’ve also created design templates for each of their brands based on small, medium and large catering facilities requirements to ensure we have a starting point for all projects and can deliver an expediated process for them. We also reach out to all nominated suppliers to get the latest confirmed prices, accessories and optional extras to accompany these templates.

Master designs provided to them also show the layout, dimensions and M&E services as well as the current costs so that Michael Jessop, Kitchen Platform Manager can undertake his Site/Feasibility Surveys and apply for budgets.

Michael Jessop, Kitchen Platform Manager, Whitbread PLC said,

“The team are great. Paul is very enthusiastic which is great, he’s always saying let’s try things and find new ideas and the end result ticks all of the boxes so I’m very happy.

Richard (Caller) is also very knowledgeable, he has a lot of experience and he will say what about this or we can’t do that because…So we have a good relationships where I say what I want and he tells me what is possible, which is important. He always keeps in touch with the programme and I can’t always be there so he lets me know how the installation is coming along.

Saul is great as well, he interprets what I want, I tell him my ideas and he produces it exactly as I’ve asked.

The team are very easy to communicate with and I know I can come into the office whenever I like.”