Steve Craner
Team Leader
“I started working at Warwick Castle in June 2005, as part of the external operation. I then went on to manage the Ice Café, which was part of the Frost Fair Event. This involved working on preparations, planning rotas, recruiting staff, deciding product offering and counter layouts during October and November. Both the Frost Fair and Ice Café proved to be a huge success.
“Last year, I got thoroughly involved in – and thoroughly enjoyed! – planning and setting up external units myself. I put a lot of work into the Riverside Pavilion, and also decided to create a regular team to achieve consistent improvements in service. I wanted our Unit Operatives to become more involved in running things. In one season, the Riverside went from being the all-round worst unit to being the best. That idea of mine has now been taken up across the site, with the creation of the Unit Supervisor role for all of Food & Beverages.
A slice of history with exciting prospects
“I love all parts of Britain's history, especially local history. My family and I have always loved Warwick Castle. So when I got the chance to work here, I jumped at it. Merlin Entertainments seemed quite an exciting company to be joining – stable and secure, with good prospects. But it's proved to be a lot more than that. There are plenty of new challenges to get my teeth into. I appreciate the peace of mind of knowing that everything is done fairly and correctly. I've worked in a few privately owned places where that wasn't always the case. There's also a good company pension, which is nice to know!
“My job during the peak season involves the opening and daily running of up to thirteen units. This entails cooking and delivering hot food and ensuring the units open with the staff suitably dressed, and all the products on offer to the best possible standard. I then keep the units running smoothly all day, making sure all staff get their breaks and that the units operate strictly to current hygiene standards. During the close season, I plan for the Christmas event.
Team work and buzz
“I enjoy my job and I enjoy being part of an exciting and busy company. The best thing about it is the team I work in, and having the opportunity to put my own ideas into practice. I enjoy the buzz of the busy summer season. It's a good working atmosphere with a competitive edge – we're all pro-active and generally want to succeed in our roles. This makes it a friendly yet challenging environment.
“My role is front-line, so what I do can have very big impact on customer enjoyment. It's important that I make sure that all my staff are properly trained and briefed daily to deliver first-rate customer service.
Recognition of excellence
“I am very proud of what I have achieved so far. Especially last year, when every external Food & Beverage unit that was assessed by the Castle's Mystery Shopper received universal 100% ratings. It showed that all the hard work and preparation had paid off. We then went on to achieve consistent green results throughout the rest of the season – a first for external Food & Beverage!”
