Deliciously Ella

Bond Street, London


Discover how we engaged with Plants by Deliciously Ella to help them evolve the level of service being delivered in their operation and to bring in new Senior Management to oversee the day to day running of the highly successful plant-based brand.

The focus of our engagement in Phase One was to recruit for an experienced General Manager for the flagship Plants store situated just behind Bond Street Station.

With a need to enhance the standard of service delivery within the site, phase two has focussed on developing a shift in operating standards, sequence of service, KPI's and training & development. CENSE were therefore engaged by Plants by Deliciously Ella to execute the change in standards.

Project Tasks

1. Senior Level Recruitment

2. Enhancing Guest Experience

3. Training & Development

4. Standard Operating Procedures (SOP's)

5. Sequence of Service

6. Key Performance Indicators (KPI's)

Plants by Deliciously Ella

Key Objectives

— Advertise, screen and shortlist suitable candidates for the role of General Manager.

— Conduct a guest experience audit to gain valuable first hand experience of the service delivery.

— Evaluate existing SOP's with a view of making enhancements to the current operation.

— Write new standard operating procedures for local level accountability.

— Develop and formalise new sequence of service and standards of excellence for the operation.

— Create memorable touch points to enhance the guest experience.

— Training of existing Front of House Team with a focus on up-skilling, service delivery and onboarding new standards.

— Inducting and mentoring the new General Manager with the new standards in mind.

Related Work

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