The Background

Chestnuts Kiosk is a growing hospitality business based within a public space, serving customers throughout the year, with seasonal fluctuations in demand.

As the business evolved, joint owner Nicola Mildwater recognised that the processes that worked during the start-up phase would not support long-term growth without embracing change. With increasing staffing levels and varying peak and low trading periods, the business needed a clearer HR structure to remain sustainable, compliant and adaptable.

As an NCASS member, Nicola utilised her membership benefits by reaching out to Patricia Colden at Colden HR for guidance and support.

The Challenge

The business was experiencing:

• Growth in team numbers and a need to review and formalise HR documentation
• A requirement for a structured Employee Handbook aligned with current employment law
• The need for a variety of contracts to reflect seasonal demand (including permanent and zero-hours arrangements)
• Staffing levels that required realignment with customer footfall
• A desire to restructure carefully, while protecting team morale and retention

Nicola wanted to ensure that any changes protected the future of the business without damaging the loyalty and goodwill of her team.

How Colden HR Helped

Colden HR worked closely with Nicola to introduce clear, practical HR foundations that supported both compliance and growth.

Support included:

✔ Development of a tailored Employee Handbook
Updated in line with current employment legislation and reflective of the business’s culture and values.

✔ Introduction of appropriate contracts
Including permanent and zero-hours contracts to allow flexibility during peak and low trading periods.

✔ Workforce planning and restructuring guidance
Practical advice on aligning staffing hours with business demand, including clear communication strategies and consultation support.

✔ Change management support
Guidance on how to hold team meetings, consult openly and involve employees in discussions about revised working patterns, ensuring retention and engagement remained central to decision-making.

Throughout the process, the focus remained on protecting the long-term sustainability of the business and the jobs within it.

The Outcome

As a result of implementing structured HR processes:

• The business gained clearer workforce planning aligned to trading patterns
• Staffing costs became more sustainable
• Processes became transparent and consistent
• Team members were involved in discussions, increasing buy-in
• The business now has an adaptable structure to support continued growth

Nicola continues to use Colden HR’s NCASS support service, checking in for advice as the business evolves. Having professional HR reassurance available has given her confidence to make informed decisions at each stage of growth.

Client Feedback

“Having HR support available through NCASS has been incredibly reassuring. As a growing business, staffing can be one of the most challenging areas to navigate. Colden HR provided practical guidance, helped us structure things properly and supported us through important changes with confidence.”

HR Support for NCASS Members

Patricia Colden and the team at Colden HR provides specialist HR support to NCASS members across the hospitality sector.

As an approved HR partner supporting NCASS members, Colden HR understands the unique challenges faced within the hospitality sector. Our aim is to work alongside you, providing practical, commercially focused HR guidance that protects your business while supporting your people.

If you are an NCASS member and would value structured HR support, policy updates, contract reviews or simply trusted advice as your business grows, please contact Patricia Colden for a confidential conversation.