Record breakers!

Team Talardy has officially gone where no Marston’s pub has been before – they’ve achieved an incredible complaint ratio of just one in every 95,000! How, you ask? It’s all about teamwork…

Our team at The Talardy Hotel, St. Asaph, is really special. In fact, they don’t think of themselves as a team at all, but instead as a family. They know that everyone brings something different to the table, and they use their unique skills and strengths to give customers the perfect experience.

General Manager Frank cross-trains as many of his team members as possible, so they know how to do various roles in both the pub and the hotel. This means they work as one big team and always chip in to help each other out when it’s busy.

Frank says the success of the pub is down to his team: “I’ve got the right people here and that’s what makes my job so great! We all look after each other, and – importantly – have fun too! People are the heart of everything we do here. For us, it’s all about creating the perfect experience.

We make sure we get our customers really involved, from ‘Selfie Day’ photos to fundraising events – there’s never a dull moment at The Talardy,” he added.

Front of House teammate Liam said: “We’re such a tight team and our customers always say how great it is that we get on so well. We meet up and socialise on our days off too, which really helps us work well together day-to-day.”

It’s definitely working because the team has the best complaints ratio across our pub estate – proof that working as ‘one team’ has a huge impact on customer experience!

Massive congrats team Talardy and keep up the great work!

We want to hear from you! Comment below and send us some pics of your team working as one to communications@marstons.co.uk.

  • Imogen’s growing and developing because of the support of her team. She thanks them for all their tips with delicious homemade cakes!
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