Supporting the transformation of a historic, underperforming canal-side pub into an award-winning, high-performing gastro destination through clearer strategy, operational focus and consistent brand presence.
Supporting the transformation of a historic, underperforming canal-side pub into an award-winning, high-performing gastro destination through clearer strategy, operational focus and consistent brand presence.
Hatton Arms:
Case Study
About Hatton Arms
The Hatton Arms is a 245-cover gastro pub and restaurant located just outside Warwick. Set within a historic 18th-century building overlooking the well-known “Stairway to Heaven” locks on the Grand Union Canal, the venue combines character, atmosphere and a strong food-led reputation.
With a dedicated team and a clear commitment to quality, the Hatton Arms focuses on fresh produce and preparing dishes from scratch. The ethos is simple: deliver an experience that gives every guest a compelling reason to return.
Known for its welcoming environment and consistently high standards, the Hatton Arms has become recognised as one of the leading gastro pub destinations near Warwick.
The Challenge
Prior to our involvement, the business was operating under its former identity as The Waterman. With new ownership, a new team and a clear ambition to reposition the venue, the challenge was far greater than a simple rebrand. The business needed a new identity, a sharper commercial focus and a clear strategic direction that aligned operations, guest experience and market demand.
Working closely with the General Manager, the priority was to critically assess the business at both operational and strategic levels. This included defining the target audience, refining the guest experience, and ensuring the food and drinks offering matched customer expectations and local demand. Alongside this, the venue required stronger working processes, improved planning and clearer decision-making frameworks to support growth.
The business also needed outside perspective and broader commercial insight — from labour forecasting and operational structure to marketing strategy and shifting consumer behaviour. In parallel, stakeholders required clarity on the venue’s position and future direction, with structured reporting and strategic recommendations to guide investment and decision making.
How findingNorth helped
Shaping Identity, Direction & Commercial Focus
Worked closely with management to define the venue’s identity, target audience and overall direction, ensuring the business had a clear and compelling position in the local market.
Aligning Guest Experience & Offering
Helped refine the guest experience, food and drinks offering so they matched customer expectations, local demand and the type of clientele the venue wanted to attract.
Strengthening Operational Thinking & Processes
Introduced new strategies and improved working processes, helping the business operate more efficiently and support growth without unnecessary friction.
Improving Labour Planning & Forecasting
Advised on labour forecasting, staffing structure and operational planning, supporting better cost control and smoother day-to-day operations.
Leading Marketing & Brand Visibility
Managed the venue’s marketing and PR activity, including social media and website presence, helping build awareness, strengthen the brand and maintain consistent visibility.
Providing Strategic Insight & Stakeholder Clarity
Collated and presented business insights to stakeholders, providing a clearer understanding of performance, opportunities and future direction.
Results
With a clearer identity, stronger operational focus and more consistent market presence, the Hatton Arms has seen significant commercial progress. Revenues have increased as the venue gained traction with its target audience, supported by a more aligned guest experience and offering.
Alongside financial performance, the business has achieved notable industry recognition, winning Best Hospitality Business – Coventry and Warwickshire and the Tourism & Culture Awards – Best Pub of the Year. These awards reflect both the quality of the venue and the strength of its repositioning within a highly competitive market.
Beyond measurable results, the Hatton Arms has established itself as a well-regarded destination venue, strengthening its reputation, customer loyalty and overall brand presence — both online and through guest experience.
