From Customer to General Manager at Crown Wharf
When Triston first walked into Crown Wharf as a customer in 2021, he had no idea he would one day be running the pub.
Having worked in hospitality for over 15 years, Triston had already experienced almost every side of the industry, from working in kitchens to front-of-house and management roles. After moving to Stone with his partner, Crown Wharf quickly became a favourite spot.
“I discovered my favourite pint at the time, Riley Red and loved everything about the place. The atmosphere, the setting and the quality of the pub just stood out.”
When a Supervisor position became available in March 2022, he jumped at the opportunity.
Within six months he was promoted to Deputy Manager and after helping lead the pub through some of its busiest periods, stepped into his first General Manager role in April 2026.
Crown Wharf had previously been led by Emma, who has since moved into the role of Brand Operations Manager at Joule’s Brewery.
“I wanted to continue the amazing job that had been done at Crown Wharf and make sure we kept delivering the experience people know and love.”
Having spent four years at the pub before becoming General Manager, Triston already had a deep understanding of the business, the team and the customers that make Crown Wharf such a special place.
No Two Days Are Ever The Same
Ask any pub General Manager will tell you, there’s no such thing as a typical day.
“No two days are ever the same.”
From managing a busy service and supporting the kitchen team to spending time on the bar with regular customers, every day brings something different.
“Since becoming General Manager, my responsibilities have changed, but I still love being on the floor with the team. Whether that’s serving pints to regulars, supporting a busy service or helping the team deliver a great customer experience, that’s the part of the job I enjoy most.”
While there are plenty of responsibilities that come with running a busy pub, it’s the people that continue to make the role rewarding.
A Pub Is All About People
For Triston, a great pub is about much more than the building itself.
“A proper pub is where community and family come together.”
It’s the conversations with customers, the familiar faces and the relationships built over time that make hospitality special.
“The customers are genuinely one of my favourite parts of the job. Seeing people regularly, getting to know them and having those conversations every day brings a lot of enjoyment.”
And, of course, every great pub needs a great pint.
“A perfectly kept pint in your favourite seat while watching the world go by isn’t a bad place to start.”
Leading a Great Team
One of the things Triston is most proud of is the team around him.
“The team we have now is probably the strongest it’s ever been.”
From experienced hospitality professionals to team members in their very first job, everyone contributes to creating the atmosphere that Crown Wharf is known for.
That shared pride and commitment helped Crown Wharf achieve national recognition when it was named Great British Pub of the Year in 2025.
“It was an incredible achievement for everyone involved and something the whole team should be proud of.”
The Importance of Standards
As one of the flagship pub for Joule’s Brewery, maintaining high standards is something Triston takes seriously.
“We pride ourselves on getting the details right.”
From cellar management and beer quality to customer service and presentation, consistency is key.
“The way our beer is stored, the temperature it’s served at and even the quality of the glassware all matter. Those details make a difference to the customer experience.”
Creating a culture where everyone takes pride in those standards is just as important as setting them.
The Joule’s Difference
When asked what sets Joule’s apart, Triston doesn’t hesitate.
“The support I’ve had throughout my journey has been incredible.”
Whether it’s the brewing team, operations team, build team or head office, he believes there is always somebody willing to help.
“Everyone wants to see each other succeed. You’re trusted to run your pub, but you never feel like you’re doing it alone.”
That support has played an important role throughout his journey from Supervisor to General Manager.
Advice for Aspiring General Managers
Having worked his way through the ranks, Triston understands what it takes to lead a successful pub team.
“A great General Manager needs to be open, fair, understanding and honest.”
Building trust, supporting your team and creating a positive environment are qualities he believes every leader should strive for.
He also believes one of the most important lessons in hospitality is knowing when to switch off.
“When you’ve built a strong team around you, you can trust people to do their jobs. Communication, trust and balance are all important if you want to be successful in the role.”
From Customer to General Manager
After more than 15 years in hospitality and four years at Crown Wharf, Triston’s journey from customer to Supervisor, Deputy Manager and now General Manager is proof that some of the best hospitality careers begin by simply finding a pub you love and wanting to be part of it.