Costa Coffee
Factfile
In 1971, two Italian brothers, Sergio and Bruno Costa, started a wholesale operation supplying roasted coffee to caterers and specialist Italian coffee shops. Seven years later, they opened their first London store and, by 2000, Costa Coffee was serving about 3.7 million cups a day.
In 1995, Costa was acquired by hospitality company Whitbread and, in 2005, it was named the fastest-growing brand by research company YouGov. Costa Coffee now has more than 500 stores across the globe and operates franchises in Waterstones bookstores, WHSmith and Marriott Hotels.
The HR function operates as a shared service with the Whitbread Centre for Excellence. Maria Horn, HR director, has a team of nine and reports to the managing director. The HR team is responsible for reward, employment policy, training and management development. It also oversees brand standards and internal communications. 'Team members' are paid above the minimum wage and there is a broad pay spectrum for store managers (known as 'team leaders').

Recruitment
Costa uses a range of different recruitment methods, including window advertising, coffee mornings and word of mouth. Vacancies for the support centre and wholesale operation are advertised on the company website, and store managers are responsible for their own recruitment.
Horn also tries to boost diversity levels by targeting specific markets. It does this by using job centres, but Horn admits the company could better synchronise the programme. "We are working to change our recruitment process and develop our brand in the employment market," she says.
Retention
Horn estimates that the current level of staff turnover is about 73%, but points out that this has been reduced from a 100% turnover just 18 months ago. "We are dealing with a very transient workforce, with lots of international students," she says.
Costa runs a