Harrods – Operational Management and Concept Development

In 2009, Epicurean was retained by the world’s most famous department store

Brief

“Create a revolution within the Restaurants and Kitchens of the iconic business.”

A twelve-month project ensued, leading to a successful four-year relationship with the store, leading and innovating within the world’s largest single-site restaurant business.

Action

Strategic Review – a SWOT analysis was conducted covering all aspects of the existing business; looking at people, product, property and profit. A five-year blueprint was subsequently produced and adopted by the business.

Business Change – extensive changes affecting all aspects of the day-to-day operation of the business were affected, all done in full consideration and collaboration with stakeholders. This positively disruptive approach to a well-established, mature business saw it grow Restaurant Division sales by CAGR17% for the period 2009-2013, whilst doubling profitability in the corresponding period.

Contract Negotiation – the business mix of both own-bought and concession outlets was entirely reviewed and each deal re-visited, resulting in a more than doubling of owner income in numerous instances.

New Concept Development & Delivery – 26 of the 28 outlets contained within the Harrods Restaurant business unit were either modified, refurbished or rebuilt within the four-year period in question. In each instance, project payback was achieved within three years or less.

Brand Development – new own-bought concepts, such as Harrods Tea-Room, were developed in their entirety to produce a template DNA capable of replication and global rollout. Indeed, the Harrods Tea Room has subsequently been replicated overseas.

Result

Harrods enjoyed an unrivalled period of commercial success and industry critical acclaim for its Restaurants Division. The extent to which the profile of the business was raised was demonstrated by the attraction of leading chefs such as brothers Chris and Jeff Galvin and Richard Corrigan. This acclaim was further acknowledged on a global stage by the hosting of the World’s No 1 Chef, Massimo Botura.

In 2011, The French Laundry at Harrods, held in conjunction with Thomas Keller, became the most successful restaurant pop-up ever staged.

Client Comments

“During his time at Harrods, Paul had a transformational impact on the restaurants business, a change which proved very positive both in commercial and brand terms and which was globally acknowledged. We would like to thank him for his significant contribution to the business and his hard work over the years.”

Michael Ward, General Manager