Hearing Dogs for Deaf People CASE STUDY
The creation of Little Grange, the outdoor kitchen
Client
- Hearing Dogs for Deaf People is a UK charity located near Princess Risborough and set in 30 acres of rural Buckinghamshire countryside. Hearing Dogs breeds and trains puppies to alert deaf people to danger sounds, such as fire alarms and sirens, as well as to important sounds such text message alerts, video calls and even baby monitors. The charity then matches these highly trained dogs to their life-long deaf partners and supports the partnerships created for ten years or more.
- Hearing Dogs currently own over 1,500 dogs, and have 3,500 volunteers. In addition, it helps over 5,000 deaf adults and children each year to manage their hearing loss.
- The Grange Gift Shop and Restaurant opened in 2018 and is a successful 3,000sq ft deaf-friendly and dog-friendly building which is open to staff, volunteers and the public, with the objective of introducing new supporters to the charity, as all profits are donated to the charity.
- Devlin Consulting first met with Michele Jennings, Chief Executive, a year ago when we were asked to review the catering provision for The Grange.
The Challenge
- Due to Coronavirus pandemic The Grange closed in March as part of the national lockdown.
- The objective was to create an alternative solution as restrictions were gradually lifted, that would enable visitors to safely purchase quality speciality coffee & tea, and enjoy homemade deli items & bakery products whilst taking advantage of the beautiful grounds and location - all whilst socially distancing and supporting the charity!
The Solution
- The concept of Little Grange was a project we had discussed for summer 2020, with the aim of providing an outdoor coffee shop service to free up valuable restaurant tables within The Grange. During the lockdown, the project gained momentum as it became clear that The Grange, in line with the restaurant industry, would have to remain closed.
- We were asked to project manage the development of Little Grange from “Concept“ to “Go Live”
- We sourced a converted Sinclair horsebox that had already been used as a catering unit, and procured this on behalf of the charity.
- The horsebox interior was upgraded, with new electrics, and the counters strengthened.
- We worked with the charity on the brand identity “Little Grange”
- We agreed the catering specification with the charity’s partner Artizian, starting with an offer which has the capability to easily expand as demand develops.
- We worked closely with the charity’s Estates & Facilities Manager and with Artizian to ensure the operation would be compliant with the government’s Coronavirus guidelines and H&S legislation.
- We have adapted Little Grange’s offer and operation as customers have visited and provided feedback, whilst maintaining a high quality good-value offer that complies with all food safety legislation.
- We have considered workflow, visitor flow and queuing and seating layouts, in line with social distancing.
- We developed a comprehensive bespoke signage package that addresses customer and staff safety, appropriate directional requirements, and communicates the food and drink offer to customers.
The Results
- Little Grange delivers a highly enjoyable and cost-effective service for visitors & employees of Hearing Dogs for Deaf People, with all profits donated to the Charity.
- Little Grange has also enabled the charity’s catering partner, Artizian, to return some staff to work after a period of furlough, providing a morale boost during difficult economic times.
- The operation ensures that the reputation and loyal following that the Grange Restaurant had built up over the last two years is not lost, and customers can see that the charity is trying its best to safety welcome them back.
- Little Grange creates an opportunity for use as a Cycle Café at weekends, or for local groups to meet up safely and enjoy the wonderful views and delicious food from an outdoor kitchen.
- The operation has created a positive legacy for the future as Little Grange will be used when The Grange main restaurant re-opens as an alternative for those customers who just want a coffee and a snack. Little Grange can also be used for fundraising events either on-site, or all around the UK.
The Testimonial
“I was very grateful for the practical help, catering expertise, and importantly the kindness and generosity shown towards the charity by Jayne, Andy and Mark in helping us to establish Little Grange. I couldn’t have done it without them. From sourcing the unit, carrying out electrical work, devising the menu, working with Artizian, briefing designers, and then opening Little Grange – all during the most extraordinary months of the Coronavirus pandemic – was simply a remarkable undertaking. It was important to me that we did not lose contact with the charity’s local supporters who had been frequent visitors to The Grange, and it has been a true delight to welcome so many of them to Little Grange. Jayne, Andy and Mark have my most sincere thanks for making all of this happen at a time when much of the UK was at a standstill.”
Michele Jennings CEO
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What we do.
- Are you a Commercial Director seeking to improve your venues catering performance?
- Does your in-house catering team need direction and expertise to uplift standards, grow sales and improve profit?
- Or have your venue caterers lost their direction and require support?
- We work with destination venues and blue-chip organisations in the UK to deliver the very best customer experience and optimise financial returns.
- We are a truly independent catering consultancy, with both operational and strategic expertise, able to assist with short & long-term projects.
- With a proven track record of giving sound catering advice, driving revenues and improving efficiencies we can help your business thrive.
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Business
Development
We can help develop your business to its full potential by building on your current strengths and identifying how to improve areas of weakness. By looking at all areas of your catering offer – across strategy, tactics, product, and finances – we can align these to your overall business objectives. This results in identifying any quality issues, recommending efficiency improvements, analysing new markets and evaluating new opportunities. By doing so, we ensure you exceed your customer’s expectations.
Project
Management
Using our combined skills, we are able to initiate, plan, execute and manage new initiatives or changes for your business applying process that will delivery projects on time, within budget, scoping the innovations that will be delivered to the agreed standard.
Your project will be planned with key milestone dates identified. Regular project meetings held with agenda and minutes circulated to team members. Stakeholders’ briefings prepared and delivered throughout project duration.
Performance
Management
People are at the heart of hospitality. The passion, warmth, generosity and openness of owners, directors, managers, and their teams contributes hugely to the customer experience.
Harnessing these qualities ensuring they are used to achieve the business goals is essential for success. We bring our experience, ability, and proven track record to maximise performance management in your business.
The Team.
Jayne Devlin
Managing Director
Andy Cleary
Retail & Mobilisation
Laura Whitehouse
Development Chef
Mark Arnull
Procurement &
Systems Management
Mick Markham
