Marston's Business Model Canvas

Marston's collaborates with technology and digital solution providers to drive its digital transformation. These partnerships are crucial for enhancing guest experience and improving operational efficiency across the business.

A key initiative is the development and rollout of a new Order & Pay platform. This platform, which began its rollout in March 2025, is on track to be implemented across Marston's entire estate by the end of the current financial year, significantly streamlining the ordering process for customers.

Beyond customer-facing technology, these partnerships also focus on optimizing internal operations. Examples include improving stock management systems, which directly contributes to better inventory control and reduced waste, ultimately boosting profitability.

Marston's extensive network is built upon strong relationships with its pub partners, with over 900 venues operating under the new Marston's Partnership agreement introduced in 2024. These partnerships are vital for shared growth and operational resilience, covering two-thirds of their estate.

The company also depends on a robust supply chain for food and beverages, with 2023 Cost of Sales reaching £946 million, underscoring the scale of these supplier relationships. Furthermore, collaborations with technology providers are driving digital transformation, including the rollout of a new Order & Pay platform across its estate by the end of the current financial year (2025).

Marston's actively engages with community and charitable organizations, exemplified by its partnership with Too Good To Go. This initiative saved over 1.6 million meals in 2023, with proceeds supporting charities like the Trussell Trust. These alliances enhance brand image and social responsibility.

Operational efficiency is maintained through partnerships with utility and maintenance providers, crucial for managing costs and upholding brand standards, a key focus in 2024.

Marston's key activity involves a substantial capital investment in pub refurbishment and the strategic rollout of distinct formats. This includes developing specialized concepts like 'locals,' 'sports pubs,' 'adult dining,' 'family,' and 'two-room' establishments to cater to a broader customer base.

The company is on track to complete over 30 pub refurbishments by the close of the 2025 financial year, exceeding initial timelines. This proactive approach to upgrading its estate is crucial for enhancing customer experience and attracting varied demographics.

This focus on format differentiation and refurbishment is a core element of Marston's strategy to boost footfall and revenue by offering tailored environments that resonate with specific consumer preferences.

Marston's key activities involve managing its extensive pub estate, which includes both managed and tenanted pubs, focusing on operational efficiency and guest satisfaction. The company actively invests in refurbishments and the strategic development of pub formats to cater to diverse customer needs.

Digital transformation is a significant focus, with the rollout of the Order & Pay platform enhancing customer experience and operational productivity. Marketing campaigns and events are also crucial for driving footfall and increasing like-for-like sales.

In the fiscal year ending 2023, Marston's reported that its pub businesses achieved like-for-like sales growth of 7.8%, demonstrating the effectiveness of its strategies in a competitive market.

Marston's benefits from a strong brand reputation in the UK hospitality sector, fostering significant customer loyalty. This positive image is a key resource, attracting and retaining a consistent customer base.

The company's dedication to providing outstanding guest experiences has led to industry-leading guest reputation scores. For instance, in 2024, Marston's pubs consistently received high marks in customer satisfaction surveys, a testament to their operational excellence.

This intangible asset, a strong brand and loyal customer following, directly supports revenue streams. It translates into repeat business and a reduced need for extensive marketing to acquire new customers, providing a stable foundation for growth.

Marston's extensive property portfolio, encompassing over 1,300 pubs and hotels across the UK, is a fundamental asset. This vast network, largely freehold and valued around £2.1 billion, forms the physical foundation for its hospitality services.

The company's human capital, including approximately 10,000 employees and 753 Pub Partners as of early 2024, is vital for delivering exceptional guest experiences. This skilled workforce, supported by ongoing training, ensures high service standards and operational excellence.

Marston's strong brand reputation and loyal customer base are significant intangible assets, driving repeat business and customer retention. This positive market perception, reinforced by industry-leading guest satisfaction scores in 2024, directly contributes to revenue stability.

The company's financial strength, highlighted by net assets of £678.4 million as of March 2025 and a target of over £50 million in annual recurring free cash flow, enables strategic investments in its estate and digital transformation.

Marston's distinguishes itself through a diverse and quality-driven food and beverage menu. This encompasses everything from classic pub grub to more refined dining options, complemented by a wide selection of alcoholic and non-alcoholic drinks. The aim is to offer reliable quality and good value, fostering customer loyalty and increasing average transaction values.

In 2024, Marston's continued to emphasize its food and drink as a core component of the pub experience. For instance, during the fiscal year ending September 28, 2024, Marston's reported that food sales represented a significant portion of its revenue, underscoring the importance of these offerings in driving overall performance and encouraging repeat business.

Marston's offers a unique blend of community hub and hospitality provider, catering to diverse customer needs. Their value propositions center on fostering local connections, providing quality food and drink, offering convenient accommodation, and ensuring an exceptional guest experience. This multi-faceted approach drives customer loyalty and revenue diversification.

Marston's digital Order & Pay platform significantly strengthens customer relationships by providing a seamless and convenient experience. This digital touchpoint allows for personalized interactions, leveraging data to enhance the guest journey over time.

The platform's ability to facilitate data-led engagement directly supports upselling and premiumization strategies. For instance, in 2024, Marston's reported a 7% increase in average spend per guest during periods where the Order & Pay system was widely adopted, demonstrating its impact on revenue per transaction.

Marston's prioritizes building robust customer relationships through a multi-faceted approach that blends community engagement, personalized service, and digital convenience. This strategy aims to make each pub a valued local hub, fostering loyalty and encouraging repeat business. The company actively listens to customer feedback, integrating it into service improvements and operational adjustments to ensure a consistently positive experience.

Marston's In-Pub Digital Ordering Platforms, or Order & Pay, represent a crucial new channel directly within their physical pubs. This allows customers to browse menus, place orders, and settle bills using their own devices, offering unparalleled convenience.

The implementation of these platforms is designed to streamline the entire customer journey, from ordering to payment. This digital integration directly addresses the need for efficient service, particularly during peak times, and aims to enhance the overall guest experience.

This digital ordering system has the potential to boost revenue by encouraging customers to order more readily and potentially increasing spend per visit. For instance, by simplifying the ordering process, pubs can reduce wait times and free up staff to focus on other aspects of service, ultimately driving operational efficiency.

Marston's primary channels are its extensive network of over 1,300 physical pub and hotel locations across the UK, serving as direct customer touchpoints for sales and interaction. Complementing this physical presence, the corporate website acts as a key information hub for investors, employees, and customers, featuring a pub finder tool to enhance accessibility.

The company has also embraced digital channels, implementing in-pub Order & Pay platforms for enhanced customer convenience and operational efficiency. Furthermore, Marston's actively utilizes social media and targeted online advertising, as demonstrated by a 2024 uplift in bookings following specific social media campaigns, to drive footfall and engagement.

To broaden its reach, Marston's leverages third-party booking platforms and online travel agencies (OTAs), tapping into the significant growth of the online travel market observed in 2024. Review platforms are also critical, providing valuable customer feedback for service improvement and acting as social proof to influence potential guests, with reviews remaining a key decision factor for travelers in 2024.

Sports enthusiasts and social groups are a key customer segment for Marston's, particularly drawn to their Locals Sport and Grandstand pub formats. These venues are specifically designed to replicate the excitement of attending a live event, offering a communal and vibrant atmosphere for friends to gather and enjoy matches together.

Marston's pubs in this segment effectively cater to the desire for a shared social experience around sporting events. By creating a big-event atmosphere, they transform a simple pub visit into a memorable outing, encouraging repeat business from groups seeking this specific type of entertainment.

In 2024, Marston's reported strong performance in their community pubs, which often serve as hubs for local sports viewing. This segment of customers actively seeks out these social environments, contributing significantly to the pubs' revenue through food and drink sales during key sporting fixtures.

Marston's also attracts customers seeking a place for special occasions and events, such as birthdays, anniversaries, or casual get-togethers. These patrons value a welcoming atmosphere and reliable service for their celebrations. The company's pubs are often chosen for their ability to accommodate groups and provide a festive environment.

In 2024, Marston's continued to leverage its pub infrastructure to host events, contributing to overall revenue. The flexibility of their spaces allows them to cater to a diverse range of celebratory needs, from small family gatherings to larger social functions. This segment highlights the pubs' role as community hubs for significant life moments.

Marston's caters to a segment of customers who are primarily focused on value and convenience, often seeking affordable food and drink options. This group prioritizes a reliable and accessible experience for their regular outings. They are drawn to the consistent quality and pricing offered across Marston's numerous locations.

This segment is vital for driving consistent footfall and sales volume. Marston's 2024 performance indicated that their value-oriented offerings remained popular, particularly in their community pub portfolio. These customers represent a steady revenue base, appreciating the straightforward appeal of a well-run local pub.

Marston's dedicates substantial capital expenditure to upgrading its pub estate. This includes significant investment in transforming pubs into unique, differentiated formats and carrying out general refurbishments to maintain and enhance their appeal.

For the fiscal year 2025, Marston's anticipates capital expenditure to be approximately £60 million. The company is strategically prioritizing investments that are projected to yield higher financial returns.

This ongoing investment in its physical assets is a key driver for Marston's future revenue growth. It also plays a vital role in ensuring the company remains competitive within the dynamic pub and restaurant industry.

Marston's cost structure is primarily driven by its operational expenses, including labor, food and drink procurement, and utilities, which totaled £918.6 million in FY24. Significant investments are also made in property maintenance and capital expenditure, with £105 million allocated in FY24 and a projected £60 million for FY25, focusing on pub upgrades and strategic divestments. Marketing, sales, and administrative overheads, including corporate salaries and IT, are managed to ensure profitability and effective governance.

Accommodation sales represent a core revenue stream for Marston's, generated from guests staying overnight in its hotels and pubs that offer rooms. This income is vital to the company's overall financial health.

Despite Marston's strategic decisions to divest certain assets, its accommodation sales showed resilience, remaining broadly stable in the first half of 2025. This stability underscores the ongoing strength of demand for domestic travel and staycations within the United Kingdom.

Marston's revenue streams are diverse, encompassing food and beverage sales, accommodation, and income from gaming machines. Additionally, the company leverages its pub estate through franchise and tenancy agreements, generating significant income from these partnerships.