As the curtain falls on 2023, it’s time to look back and celebrate the defining moments of the year at Welcome Break — marked by significant achievements, unwavering commitment to improvement, and a deepened connection with our Team Members, customers, and communities.

Welcome Break Leader Academy Success: 

The Welcome Break Leader Academy takes centre stage in our commitment to nurturing leadership. This year, we proudly welcomed 18 new managers who embarked on a transformative journey through our comprehensive training program. 

Gamification in Learning: 

Innovation meets education with the launch of our new e-learning platform - a gamified approach to training that keeps our team engaged, motivated, and at the forefront of industry knowledge. 

Diverse Workshops and Development Programs: 

From Recruitment Masterclasses to Drive Masterclasses, HR for Operational Manager workshops to LEAD Senior development courses, Welcome Break invested in 2023 to ensure our managers are equipped with the skills and insights needed to lead effectively. 

Celebrating Diversity and Inclusion: 

The launch of the Guide to Sexuality and Gender Identity and the celebration of International Women's Day, LGBTQIA+ month, and National Inclusion Week, amongst many others, reflect our dedication to creating an inclusive workplace for all. 

284 Team Members of the Month: 

Throughout the year, 284 team members stood out, going above and beyond in their roles. From service with a smile to exceptional customer interactions, each Team Member of the Month brought something unique to the table.  

2,546 Amenity Operations Summer Champions: 

Summer brought with it a wave of excellence, as 2,546 team members emerged as Amenity Operations Summer Champions. These champions are the backbone of our operations, ensuring that every aspect of your Welcome Break experience is nothing short of exceptional. Their commitment to service and operational excellence shines through, making each visit a memorable one. 

238 Hotel Operations Summer Champions: 

This year, 238 team members demonstrated unparalleled dedication as Hotel Operations Summer Champions. From welcoming guests with warmth to ensuring a comfortable stay, these champions play a pivotal role in creating a home away from home for you; our customers. 

Head Office Went Back To The Floor in June 2023: 

At Welcome Break, we believe in the power of first-hand experience. That's why, every year, our Head Office team takes part in our annual “Back To The Floor” day. This day involves donning uniforms, putting on name badges, and stepping back into the heart of our business. Head Office team members roll up their sleeves to bread chicken, toss the wok, and experience the intricate details of serving our customers alongside our World Class Team.  

By actively engaging with our World Class Team, our Head Office team members tap into a wealth of frontline knowledge. They listen to ideas, concerns, and suggestions, gaining a deeper understanding of what makes Welcome Break special from the people who bring it to life every day. 

The day isn't just about internal learning; it's about connecting with you—our valued customers. Head Office team members step out onto the floor, engaging with customers, understanding their needs, and experiencing first-hand the dynamics of customer interactions.

Starbucks Barista Championships 2023:  

This year Welcome Break took part in the Starbucks Barista Championships, where baristas from up and down the country compete to be crowned the UK Barista Champion. Skilled baristas from up and down Welcome Break took part in store and regional finals to win themselves a place at the Welcome Break final in Newport Pagnell, showcasing their best latte art, fantastic coffee knowledge and overall handcrafted skill. At the Welcome Break Final, Roia Mominzada beat out 15 of her fellow team members, serving the highest quality products and earning herself a place in the Starbucks UK Final in London. 

Hungry Games 2023:  

This year saw the first ever Hungry Games competition, that saw competitors from Applegreen UK, Applegreen ROI and Welcome Break compete across three brands, Burger King, Starbucks and Subway in various events. Team members from the UK and Ireland battled it out in a Whopper Challenge, SubJammers Challenge and a Latte Art Challenge. This competition truly highlights the incredible level of skill shown across the three businesses and the Welcome Break team did incredibly well. Training has already begun for the 2024 competition, which will include more brands and allow more of our World Class team members to show us what they’ve got!  

In the Hungry Games, these talented individuals step into the spotlight, showcasing their mastery of the culinary arts. It's not just about who can create the tastiest Whopper, the most enticing sub, or the perfect latte; it's about recognising and honouring the talented Team Members throughout our locations who make the customer experience at Welcome Break unforgettable. 

Site Investments: 

In 2023, we didn't just maintain our service standards; we elevated them. From a brand-new location in Newark to refreshed brand stores, we are committed to providing state-of-the-art facilities for our customers.

This year we have completed:

A NEW Welcome Break location

• Newark

A full site refurbishments

• Derby East

5 toilet refurbs

• Hopwood
• Gordano
• Hartshead Moor East and West
• Woodall North
• Membury East

140 additional Electric Vehicle charging points

7 forecourt refurbishments

• Cromwell
• Darrington
• Kate’s Cabin
• Wyboston
• Muskham
• Three Countries
• Telford

2 new Starbucks stores, including Drive-Thurs, and 7 store refurbishments

• Derby East (new store & Drive-Thru)
• Newark (new store & Drive-Thru)
• Oxford
• Cardiff Gate
• Membury West
• Birchanger Green
• Hopwood Park
• Keele North
• South Mimms

8 Finger Lickin’ Good KFC store refurbishments

• Newport Pagnell South
• Hartshead Moor West
• Corley North
• Peartree
• Fleet North
• Michaelwood North
• Michaelwood South
• Fleet South

4 new Pret A Manger stores

• Newark
• Warwick South
• Fleet South
• Birchanger Green

7 stores now serving The Good Breakfast in the morning and Chopstix in the afternoon to give our customers more choice

• Hopwood Park
• Oxford
• Fleet South
• Warwick South
• Warwick North
• Membury West
• Newport Pagnell North

1 new Burger King Drive-Thru

• Newark

8 WHSmith store refurbishments

• Birchanger Green
• Oxford
• Corley North
• South Mimms
• Newport Pagnell South
• Abington
• Gretna Green
• Warwick South

1 Waitrose store refurbishment

• Hopwood Park

Introduced 9 Waitrose stores and added a further 3 Self-Checkouts

• Oxford (new Self-Checkout)
• Birchanger Green (new Self-Checkout)
• Fleet South (new Self-Checkout)
• Warwick South
• Membury East
• Newport Pagnell North
• Charnock Richard North
• Gretna Green
• South Mimms
• Leicester Forest East North
• Keele North
• Telford

3 new Greggs store and 1 existing Greggs store refurbished

• Fosse Way
• Peartree
• Derby West (new unit)
• Newark (new site)

1 Subway unit refresh

• Leicester Forest East

1 Hotel refurbishment, giving 64 rooms a complete makeover

• Days Inn by Wyndham Gretna Green

2 additional brands live with Too Good To Go, totalling 11 of our brands tackling food waste

• Budgens
• Pizza Express

We have saved over 80,000 meals in the last 12 months, and 140,000 meals since our partnership with Too Good To Go began!

Customer Satisfaction and Industry Accolades:

• Our dedication to excellence is validated by the 94% customer satisfaction score in the 2023 Motorway Services User Survey by Transport Focus.
• Newark claimed the top spot in the 'Midlands up to 4mlpa' category at the Forecourt Trader Awards
• Our Summer Champions initiative to reward & recognise our front-line teams during our summer trade period was shortlisted for the Best Reward and Recognition Award at the CIPD People Management Awards and at the CIPD People Management Awards.
• We were also shortlisted in the Employee Benefits Awards 2023 category for Best Motivation or Recognition Scheme
• Our LEAD programme for managers was shortlisted for the Learning & Development Award in the HR Annual Awards for Excellence

15 Welcome Break locations were awarded Loo of the Year Awards:

• Corley South
• Hartshead Moor East
• Hartshead Moor West
• Michaelwood North
• Newark
• Sarn Park
• South Mimms
• Telford
• Warwick North
• Warwick South
• Woodall North
• Birchanger Green
• Corley North
• Gordano
• Hopwood Park
• Leicester Forest East
• Michaelwood South
• Oxford
• Rothwell truck Stop

Shining Stars in the Team:

Our People Director, Nicola Marshall, was shortlisted for Outstanding Leader of the Year Award, and our LEAD program received recognition in the HR Annual Awards for Excellence. This recognition is a testament to Nicola's exemplary leadership, innovative strategies, and dedication to fostering a culture of excellence within Welcome Break.