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Branded, full service hotel in Birmingham

Black and White Hospitality Management secured the management contract for a branded boutique hotel in Birmingham. Prior to taking over the management contract, the hotel, which had previously been managed by a large management company, was suffering from low guest service scores with rankings below brand average, brand audit scores were poor, staff turnover was high and team morale low.

Our objective was to create an environment to motivate, drive and engage employees to improve staff retention, to improve guest services and experience, system, facilities, and standards – to raise sales, profitability and revenue.

As part of the management takeover, BWHM's team were on site interrogating and analysis every aspect of the business from its people, systems, procedures and financial controls.  By putting the right people in the right places and encouraging re-investment, BWHM reshaped the business.

" I am the Director representing the interests of a number of investors in companies which together own the following businesses, operating out of the Cube in Birmingham:

  1. The Indigo Hotel
  2. The Marco Pierre White Bar & Grill

" The above branding has been in place since we first invested in 2010/11 and the hotel and restaurant have performed very strongly from the outset.  The MPW brand has no doubt helped attract customers to the restaurant and hotel, and the follow-through in terms of service delivery and quality has kept them coming back.

" The businesses were originally managed by a UK management company which was taken over by a large US hospitality management company.  During this period, we became increasingly dissatisfied with the service we were receiving in terms of reporting, and despite the excellent top line performance of the restaurant and hotel, we were concerned that costs were not being managed properly.  


" Black and White Hospitality Management, the franchisors on the MPW restaurant, who had been supporting the delivery of the revenue through menu development, branding and maintaining service standards, were very supportive in highlighting the shortfalls that were happening further down the P&L account, and in early 2015 we took the decision to engage them to manage the whole site.

" They rose to the challenge – it is one thing to criticise, another to do better yourself and quickly got under the skin of the business, which required a fundamental reorganisation and wholesale change of management.  BWHM achieved this without adversely impacting turnover and customer service satisfaction – in fact quite the opposite, these have improved as well, as a result of having increased scrutiny on the business.

" As a consequence, we have a more profitable, more stable business, which in turn means our investor returns are continuing to improve and we have fewer management headaches in the knowledge that Nick, Caroline, Shezan and the rest of the team are on the case. "


The Results

The figures and information provided highlighted how the business has gone from strength-to-strength since the hotel owners switched management to Black and White Hospitality Management.

  • Total Sales YoY increase: 10.2%
  • Total EBITDA YoY increase: 52.9%

New Road Hotel, Whitechapel

"It is hard to write a short testimonial about BWHM Hospitality when the team have done so much to help us operate our first hotel and MPW restaurant franchise.  We required a management company that would hold our hands every step of the way, from helping us avoid the pitfalls of pre-opening to successfully opening and running our business.  BWHM 's wealth of knowledge  in the industry has been the backbone of our success."

- Monsur Malik (Owner)