CLH Digital - Issue #201

Welcome to the latest issue of CLH Digital

EDITOR

Peter Adams

Possibly one of the timeliest sur veys I can remember lays bare the urgent need for suppor t and reform for the hospitality and licensed on trade sector

The Chancellor can no longer ignore the “elephant in the room ”

The latest sur vey results from leading trade bodies paint a stark picture of the struggles faced by the UK hospitality industr y

With a quar ter of businesses having already exhausted their financial resources and a fur ther third teetering on the edge with less than three months' cash reser ves, it s evident that urgent action is needed to prevent a wave of closures

Time and again sur veys, leading industr y spokespeople refer to the one issue causing untold damage taxation!

One cannot overlook the significant role that high taxes, including VAT, business rates, and alcohol duty, play in exacerbating the financial strain on hospitality establishments Yes I do accept there is an economic squeeze which is reduced footfall, but I taxation is a significant factor in reduced footfall

These unfair and dispropor tionate taxes siphoning off crucial funds that could otherwise be reinvested to sustain operations and stimulate growth

The consequence? A distressing trend of beloved British pubs being shuttered and repurposed into soulless supermarkets and coffee shops, robbing communities of cherished social hubs and cultural landmarks, so once again with the clock ticking please do lobby your MP, ask your staff and customers to do the same between now and March 6 you can download a poster and find details of your local MP by visiting www catererlicensee com/CalltoArmsPoster pdf

Before the pandemic I was privileged to have been invited by a wonderful charity - CLINK - to visit a prison facility and obser ve first-hand the works they were doing to help rehabilitate prisoners coming to the end of their sentence and about to be released back into society

It was a humbling experience , which I saw as “ a beacon of hope” for people who have made wrong choices or were a victim of circumstance

I would draw your attention to the latest initiative by CLINK, the charity's new apprenticeship program

By offering training in hospitality to prison inmates, this program not only provides a valuable pathway to employment but also addresses the pressing need to suppor t individuals reintegrating into society post-incarceration

The significance of such programs cannot be overstated By equipping individuals with tangible skills and qualifications, we empower them to secure meaningful employment in one of the countr y s most dynamic sectors Hospitality, as I have often said, not only offers ample oppor tunities for career advancement and travel, but also ser ves as a catalyst for personal growth, boosting confidence and self-esteem along the way

Moreover, initiatives like the CLINK apprenticeship program contribute to broader societal benefits by helping to reduce recidivism rates By providing individuals with the tools they need to succeed in the workforce , we break the cycle of reoffending, fostering safer communities and brighter futures for all

And I would say as we navigate the challenges facing the hospitality industr y, let’s not forget the oppor tunities it can present, and let us not lose sight of the transformative power of education, training and second chances By investing in initiatives that suppor t both businesses and individuals we will see a stronger more resilient industr y that not only sur vives but thrives in the face of adversity

Just to remind you, we are media par tners and exhibiting at a wonderful West Countr y hospitality trade event on March 6-7 at Weybridge Cornwall (www expowestcornwall co uk) A fantastic oppor tunity to sample some of the areas finest produce If you ’ re planning to visit please do stop by our stand (E24) and say hello!

We always welcome feedback, and would welcome any news/views, par ticularly since the first day of the show is the same day of the Chancellor’s budget We would like feedback straight from the coalface you the operators who are having to paddle their canoe through this current economic storm!

Once more I would ask you to please follow us on Twitter and encourage as many people you know in the trade to sign up to our digital issue , fur ther details can be seen at www catererlicensee com

A Quarter of Hospitality Businesses Say They Have Run Out Of Money

(CONTINUED FROM FRONT COVER)

A joint sur vey by UKHospitality, the British Beer and Pub Association, British Institute of Innkeeping and Hospitality Ulster revealed the cost pressures facing venues compared to 2023, which makes for concerning reading:

• 98% have seen food and dr ink costs ncrease

• 96% have seen wage costs increase and 98% are concerned about the National Living Wage r ise in Apr il 85% have seen their energy costs increase

OPTIMISM “LOW”

The rising costs experienced by businesses have left almost two-thirds (64%) not optimistic about their business s prospects for the next 12 months, an increase of 6% compared to October 2023

Respondents were clear about their priorities for Government action at the for thcoming Budget, with 94% prioritising a lower rate of VAT A lower business rates multiplier for hospitality (80%) and business rates reform (71%) rounded out the top three priorities

Reducing employer National Insurance Contributions (51%), fur ther energ y suppor t (48%), capping the business rates increase in April (44%) and reducing the rate of alcohol duty (44%) were also popular amongst respondents, illustrating the need for measures to address the sector’s high cost and tax burden In a joint statement, the trade bodies said: “These results clearly show the perilous state our pubs, restaurants hotels and cafes find themselves in The fact that a quar ter have run out of cash reser ves completely is a real cause for concern Those businesses are extremely vulnerable to the slightest shock forcing them to shut their doors for good ”

“We’ve already seen too many good businesses shut up shop and that has left cities, towns and villages without a vital community asset where people can meet, host events and share enjoyable experiences ”

URGENT SUPPORT

These businesses need urgent suppor t Hospitality is the foundation of the ever yday economy and absolutely vital in the ser vices they provide

“Measures to help the sector won’t just keep businesses afloat but it will inevitably lead to fur ther investment from the sector, which has a proven track record of driving economic growth, creating jobs and creating fulfilling careers

“It’s clear that practically no business has been immune to the relentless price increases that have plagued the sector and can absorb costs no longer, with many already forced to pass these onto customers

“If the Government want to avoid fur ther inflationar y price rises for the public and fur ther closures across hospitality they need to heed the message from our members to act now

“Addressing the looming business rates increase , implementing a lower rate of VAT for hospitality and cutting duty would be good news for businesses, consumers and the economy We urge the Chancellor to act at his

Budget next month ”

Last year, 6,180 hospitality venues shut their doors for good, according to figures revealed last month by CGA by NIQ and AlixPar tners

PERFECT STORM

C AMRA National Chairman Nik Antona also joined the growing campaign for government suppor t to the sector, blaming a 'perfect storm' buffeting the UK pub industr y

He said: 'Simultaneous economic crises have meant that pubs social clubs and taprooms are balancing on a crumbling cliff edge , with too many already lost to the abyss

'C AMRA is always concerned when pubs could be lost to the communities they ser ve , be it through demolition or conversion to other usage , such as offices or housing

'It is vital that these venues are marketed as going concerns and ever ything possible is done to secure their future as community pubs - including giving existing licensees first refusal of buying their pub

'Pubs are struggling to sur vive against a perfect storm of issues, such as spiralling costs of goods and rising energ y bills - meaning that our much-loved locals are at risk of disappearing forever unless meaningful suppor t is given to both publicans and pubgoers '

TAX CUTS

C AMRA are now urging the Government to use the upcoming budget to halt the closure of pubs

Nik added: 'To put a stop to permanent closures of pubs C AMRA are urging the Government to announce a tax cut on pints in pubs by 20 percent at the upcoming Spring Budget which would help them compete with the likes of supermarkets and the off-trade

'This would significantly help UK's pubs to stay open and thrive as community spaces in the future '

A Treasur y spokeswoman said: “Our decisive action helped to more than halve inflation last year, which is protecting businesses around the countr y from higher costs that they would otherwise have faced “We’ve also recently extended measures to suppor t hospitality including a 75% discount on business rates and freezing alcohol duty until August 2024 ”

Using Technology To Create Habit-Forming Experiences

By Scott Muncaster, Managing Director of three rocks® (www.threerocks .co.uk)

your restaurant will be the first to spring to mind

By a customer’s third visit it has become a habit The first visit was to tr y the restaurant the second to confirm it was good, and by the third, they’re returning looking for the same experience as before Once this level of trust and credit has been built with a customer, if a negative visit does occur, they’re much more likely to see it as an outlier and continue to come back

However, if this negative experience happens within the first few visits, it s much more likely that the customer will select a different venue when choosing their next meal out

UNDERSTANDING YOUR CUSTOMER USING TECHNOLOGY

Almost all repeat business in the hospitality industr y is caused by habit-forming experiences These will be accurate , consistent and memorable experiences curated for ever y customer’s specific needs However, being able to create these experiences can be difficult if hospitality businesses don t have a complete view of their customer

To gain this insight, operators must invest in learning about them, and technolog y provides the tools not only to learn about customers but also to implement changes and diversify the business’ offering

The hospitality industr y is becoming increasingly dependent on technolog y to function, with operators across the sector implementing new technologies at a rapid rate From self-ser vice kiosks and vir tual queuing systems, to table management platforms and even robot waiters, technolog y now plays a role in almost ever y restaurant s operations

Customer-facing systems offer a unique oppor tunity to har vest valuable data on the behaviour of customers, while back-end systems give businesses the tools to analyse customer behaviour For example , when a customer uses a kiosk you can track any allergies they have which menu items are their favourite and even how they like to pay for their food, while in the back end, a CRM system can collect and segment the data

To make this data work harder for them, businesses should be striving for mature data analysis, which is when a brand uses asser tive data har vesting techniques to collect lots of clean, secure and segmented information from each customer touch point The final stage is analyse the data to truly understand each customer’s wants and needs

USING TECHNOLOGY TO ENHANCE EXPERIENCES

Using their data, brands can create strategies for reaching different sections of customers Whether it s using kiosks to present specific menu items at cer tain times or email marketing solutions to distribute new offers to customers who only visit with a voucher, technolog y plays a role in each of these processes

For today’s operators finding and retaining customers is all about giving them the experience they’re searching for ever y time they visit People like what they know, and if hospitality businesses can cater to ever y customer's specific needs, leave a lasting impression, and make them feel valued, they will return time and time again This is how businesses can create habit-forming experiences

The Clink Charity Identifies First Candidates For In-Prison Apprenticeships

The Clink Charity has identified the first students who will take par t in its new apprenticeship programme

This will be the first time that apprenticeships have been delivered to ser ving prisoners

While many of these students have already been working in Clink training schemes and studying towards industr y standard hospitality qualifications, the apprenticeship programme provides an additional pathway to employment which is linked to vocational training

On release , candidates will then work towards full completion of the course and their apprenticeship Par t of the study also includes a minimum level of English and maths, which is a condition of completion

Students will also receive suppor t and mentoring from The Clink s regional suppor t team This level of suppor t includes, but is not limited to, assisting with benefits, housing, reintegration and relocation as well as many other aspects such as food, accommodation and childcare

This suppor t ensures learners are given the help they need to reintegrate successfully into society on release – and are matched to a job that fits their skills and lifestyle Minister for Skills, Apprenticeships and Higher Education Rober t Halfon said: “Apprenticeships are crucial to giving people from all backgrounds, no matter their circumstance , the chance to climb the ladder of

oppor tunity while addressing skills gaps and helping to grow our economy ”

“So, it is brilliant news that The Clink Charity are beginning to embrace apprenticeships transforming lives and creating second chances for inmates The Clink Charity understand that providing oppor tunities to all will help us build a skills nation I hope more follow their lead ”

Yvonne Thomas, Chief Executive of The Clink Charity, said:

“We are so excited to be working alongside HIT Training to deliver this fantastic new scheme that has the potential to transform people’s lives “People in prison are looking for ways to embrace change and star t again – and this programme allows them to do just that, by securing employment with a national employer on release

Jill Whittaker, Executive Chair at HIT Training said:

“HIT Training is delighted to be working in par tnership with our friends at The Clink to suppor t prisoners into apprenticeships

“We believe that careers change lives, and that those people under taking these special programmes will leave prison with a career to look forward to We have been working toward our first prisoner apprenticeships with The Clink for some time , and simply can t wait to get star ted!

Fragile Business Confidence and Soaring Costs Bolster Hospitality ’s Case For Budget Support

Confidence among the leaders of Britain s top hospitality businesses has been beaten down by severe cost pressures, the latest edition of the Business Leaders’ Sur vey reveals

The exclusive poll by CGA NIQ shows 41% of leaders currently feel confident about the hospitality market over the next 12 months down by eight percentage points from October’s figure of 49% The propor tion of leaders who feel optimistic about prospects for their own business in the next year has also fallen, from 62% in October to 57% now

It brings to an abrupt end four successive quar ters of growth in confidence , and emphasises the fragility of the hospitality sector in the wake of COVID-19 and the inflation crisis The Business Leaders’ Sur vey found 9% of leaders believe their business is at risk of failure in 2024 four percentage points more than in October One in ten (10%) says their company currently has no cash reser ves to draw on

The research from CGA by NIQ highlights the cost challenges besieging hospitality The large majority of leaders say their wage costs increased (36%) or significantly increased (62%) in 2023, and the same total say food, drink and other bought-in costs rose (48%) or significantly rose (50%) Many leaders also repor ted increases in energ y (81%), insurance (80%) and rent (47%)

Energ y and pay costs jumped by averages of 34% and 10% respectively in 2023, the sur vey shows Respondents repor t average vacancy rates of 10% and a combination of shor tages and a planned increase in the National Living Wage will add more pressure to pay this year With the Chancellor’s Budget approaching on 6 March, business leaders and industr y bodies are now calling for suppor t from government on a range of pressures Nearly all leaders sur veyed by CGA by NIQ say they are concerned to some extent by National Living Wage increases (99%), business rates (95%), food and drink

cost inflation (98%), interest rates (84%) and VAT (84%), and their top three priorities for suppor t are a cut in VAT for hospitality, full reform of business rates and a permanent lowering of the business rates multiplier

Concerns for the immediate future of hospitality are echoed in other research from CGA by NIQ The Hospitality Market Monitor with AlixPar tners recorded net closures of nearly 3,000 licensed premises in 2023 equivalent to more than eight failures a day while the CGA RSM Hospitality Business Tracker showed leading hospitality groups achieved year-on-year sales growth of just 0 1% in Januar y

Karl Chessell, CGA by NIQ’s director – hospitality operators and food, EMEA, said: “Hospitality is a resilient and resourceful sector, but the years of COVID restrictions and high inflation have taken a major toll This survey shows how confidence , profit margins and reser ves have all been eroded, and many operators, especially smaller ones, are now extremely vulnerable Costs of doing business have soared in ever y area, and the case for targeted government inter vention is now clear and urgent Without relief on tax, rates and the impact of inflation on key inputs more businesses will be sent to the wall Hospitality can kickstar t the UK’s recover y from recession, but only with the right suppor t

Kate Nicholls, chief executive of UKHospitality, said: “This knock to business confidence , no doubt underpinned by the relentless cost pressures operators are facing, is a yet another demonstration of why the Government must take action in next month’s Budget

“It’s clear from these results that hospitality is united behind our asks of the Government to lower VAT for the sector and to address looming businesses rates increases

“We’re continuing to make representations on behalf of the sector at the highest levels of Government and I hope the Chancellor acts on 6 March

UKHospitality Backs Euros Licensing Extension

ues

“An approved blanket extension of licensing hours until 1am for these key matches will remove unnecessar y hoops for pubs to jump through at the last minute and that is why we wholehear tedly suppor t this relaxation

“We’re also suppor tive of the private members’ bill currently in Parliament, to make this process even easier in the future

“The relaxation will allow hospitality to be at the hear t of events and, hopefully, celebrate the great progress the home nations will make in the Euros this summer ”

and Caravan are five prime examples of this With their distinctive features, community engagement, sustainability initiatives, and a commitment to providing an elevated experience at an affordable price they are a testament to successful innovation

So, here are five impor tant lessons from these five success stories

1 BUILD A BRAND, NOT JUST A DESTINATION

When it comes to restaurants the ‘brand’ is how customers feel think and act towards it All underpinned with core values and a distinct personality Take Caravan – set to open its eight site – the restaurants’ design enables them to sweat their assets by transforming throughout the day, from an early morning pastr y right through to a late-night espresso mar tini They have also chosen their sites carefully, ensuring that each one has a unique sense of place , will also retaining a consistent brand character Their Caravan of Love initiative helps and suppor t good causes in a meaningful way, distinguishing the brand from other restaurants This approach leads to a strong clearly defined culture which is ultimately the biggest defence against competition Similarly Big Mamma’s restaurants immediately transpor ts customers to Italy the moment they

step through the door Their restaurants – across the UK and France –are never the same , but they share the same irreverent DNA, distinct character and stand-out features that live long in the memor y Above all though they offer an amazing experience with great food ser ved at reasonable prices and presented with real panache , which is why they are going from strength to strength

2 ALWAYS GUARD ‘THE SPARK’

With any restaurant business, someone must guard and protect what is special about the brand It isn’t a coincidence that all the five hero brands still have founders carefully guarding ‘The Spark’ Big Mamma’s Victor Lugger explains “[the restaurants] have to always look good Over time , if you don’t maintain them, they star t to fade” While the Ivy Café concept has grown rapidly in recent years, Richard Caring has protected and built on the original concept of the first-ever Ivy restaurant The key is that ever y interior feels luxurious the staff make sure customers feel special, there’s a great cocktail list but at the same time the menu is packed with familiar favourites that are surprisingly affordable The Ivy’s ability to hire and train teams, while growing this quickly, and maintain such high standards of guest experience , is remarkable

3 NEVER STOP INNOVATING

Too many brands are far too eager to speed into a roll-out of replica models This inevitably leads to failure as gradually standards drop, and customers star t to leave What’s needed is an almost obsessive focus on improvement I can remember many hours working with Julian Metcalfe , founder of Pret and owner of Itsu He’d already achieved more in the restaurant world than many others could only dream of however ever y day he would pour over the details, obsessively challenging his team to innovate and achieve excellence This approach requires a love of what you do, a drive and a determination to be the best This is seen powerfully in Coppa Club: it feels like an accessible member’s club that you can go to at any time of the day and even stay the night Features like the alfresco dining pods create a sense of drama and a point of difference They manage to bridge the gap between somewhere people can pop into regularly for coffee or a light bite and somewhere special for a Saturday night treat They also host yoga workshops, wellness sessions,

and even have a personal development series of talks It’s great to see an F&B brand confidently step outside its core purpose and seek to become a lifestyle-led brand Similarly, Big Mamma has made impact on the scene , it’s so innovative it’s yet to spawn copycats What’s really lovely about The Big Mamma Group is that they prove that you don’t need to charge a for tune to host a great experience and build a hugely valuable business, which was recently acquired by McWin for €270 million

4. BECOME THE COMMUNITY

In a post-pandemic world, people are looking for brands that walk the walk when it comes to giving back The role that an F&B brand can play within a community is extremely powerful if they choose to exercise it This means connecting with local causes, using local suppliers, or hosting events Gail’s Baker y – now in its four th decade of growth – has also diligently protected its ‘spark’: fresh bread, amazing bakers, and its ability to revitalise communities Gail’s deliberately use local suppliers, have a longstanding commitment to sustainable packaging and they contribute their surplus food back to local charities While Coppa Club’s approach to community building and hosting events is another great expression of this approach

5 CREATE A VALUE ADDED EXPERIENCE

All these restaurant brands go beyond just offering a good product wrapping consumers in an overarching experience Going beyond what customers would normally expect, increases advocacy and loyalty By crafting distinct ‘moments of joy’ throughout the experience , it’s possible to focus a brand’s energ y where it will make the most impact on a guest

These elements of added value aren t about spending big bucks, they are about the effect they have on the customer Big Mamma’s Gran Carbonara, ser ved from a wheel of pecorino at the table is a great example as is the “sparkle” that the Ivy Café provides for ever y guest

These five hero brands all share an obsessive approach to delivering great food, ser vice , value and elevated experience but do they have what it takes to sur vive in today’s difficult world? If they can continue to innovate , while ensuring they have a clearly defined purpose and act as a force for good in the world, they are much more likely to secure that future Watch this space

Tortilla Names Andy Naylor As New CEO

Tor tilla’s UK MD Andy Naylor has been appointed CEO of the fast-casual Mexican chain He will take over from current CEO Richard Morris, who has worked at Tor tilla for the last decade Mr Naylor has worked alongside Mr Morris for the last seven years, firstly as chief financial officer, before expanding his role with added business development responsibilities, and more recently as UK managing director

“The Tor tilla brand has huge potential and I am excited to be taking on the role of CEO,” said Andy Naylor

“Recent years have seen the group take significant strides to expand our presence through our multichannel business strateg y and strengthen our platform for fur ther profitable growth and I am looking forward to working with the team to accelerate this journey ”

Emma Woods, Non-Executive Chair of Tor tilla said: “On behalf of ever yone here at Tor tilla I would like to thank Richard for his significant contribution to the business over the last 10 years Under Richard’s leadership Tor tilla has expanded from 14 to 89 restaurants, including franchises in the Middle East and UK travel locations establishing itself as the nation’s largest fast casual Mexican brand with a strong and expanding

por tfolio of exciting growth oppor tunities both in the UK and overseas ”

Morris added: “After an incredible 10 years with Tor tilla, I feel this is the right time to step back and hand the burrito baton over to Andy and the team

“It has been an extraordinar y and exhilarating journey bookmarked by huge events such as Brexit, Covid, the development of both our franchise and deliver y strateg y and, of course , an IPO

“The business has proved highly adaptable and remains a market leading offer in the fast casual space I leave behind a highly qualified and inspiring board and an outstanding executive team who are ready for the next stage of Tor tilla’s development It has been a privilege to work with such a talented group of people , our loyal customers, suppliers and wider stakeholders and I shall continue to cheerlead loudly from the sidelines ”

Tor tilla was founded in 2007 and runs around 85 UK restaurants

Restaurants’ Delivery And Takeaway Sales Rise For Eighth Month In A Row In January

Deliver

and

trading is at least

groups to plan operations with more confidence They will be hoping that recent disruption to deliveries from staff strikes at leading providers will not compromise orders for long ”

Campaigning Success As Short-Term Lets Register Confirmed

and visibility

“Guests have a right to know that their accommodation is safe , accessible and regulated to the highest standards, and that is the bar at which shor t-term lets should be judged That s why we have been calling for change to make that possible

“I’m delighted that the Government has acted on UKHospitality’s concerns and will be implementing a national, mandator y register and strengthening requirements for shor tterm lets

“This will give local authorities the data they need to properly regulate the sector and crucially bring them up to the high standards of the wider accommodation sector

“We await the Government’s response to the consultation to provide fur ther detail and we ’ re committed to continuing working with them on this critical piece of work

Night Time Industries Association and the Institute of Hospitality Join Forces for #LeaveNoOneBehind Campaign

The Night Time Industries Association (NTIA), has announced the Institute of Hospitality is suppor ting their #LeaveNoOneBehind campaign by sharing it with its 16,000 members The campaign is aimed at advocating for the sur vival and recover y of their collective membership of over 20,000 businesses in the UK

This united suppor t comes at a critical juncture prior to the announcement of the Spring Budget on Wednesday 6th March 2024 as the hospitality and late-night economy sectors continue to face unprecedented challenges Where previously the Government excluded wet lead sales businesses, the NTIA has stood firm on their commitment to leave no one behind or marginalise businesses as was done during the pandemic

The impact of the ongoing rising costs and financial burdens has led to a dire situation for businesses within the nighttime economy and wider hospitality sector Since 2020 we have lost over 23 000 businesses, and more than 6,000 establishments have closed their doors in the last year, marking a devastating loss for both the economy and the communities they ser ve Alarmingly, the hospitality sector has witnessed a doubling of businesses entering administration during this period, underscoring the urgent need for suppor t Despite the limited effor ts of the government to provide financial aid, the industries remain exceptionally vulnerable Escalating operating costs, combined with substantial debts incurred during the pandemic , have left many businesses teetering on the brink of collapse A recent sur vey conducted by the NTIA revealed that 7 out of 10 businesses are either barely breaking even or operating at a loss, with nearly half expressing doubts about their sur vival in the next 12 months

Institute of Hospitality CEO Rober t Richardson FIH MI agreed: “It is an incredibly tough economic climate and our members and wider hospitality industr y are continually updating us that they need additional suppor t to help them continue Without which many fear they will have to close their doors

The Institute s role is to help suppor t our members to prosper through investing in their people’s professional development and encouraging new talent into the industr y An industr y we are incredibly passionate about This campaign and the work of the NTIA will help protect the future of our members and ever y community across the UK” concluded Richardson

Sacha Lord, co-founder of Manchester’s Parklife Festival and Warehouse Project, and a prominent figure in the nightlife industr y, commented on the #Leavenoonebehind campaign expressing full suppor t for its objectives He emphasized the critical need for a reduction in VAT to 12 5% across all hospitality and nighttime economy businesses, not just in Manchester but across the entire UK Lord stressed the urgency of this measure in ensuring the sur vival of these businesses amidst challenging times Fur thermore , he urged the Chancellor to stand by this commitment, emphasizing that no one should be left behind in the recover y effor ts

The consequences of inaction are profound, not only for businesses but also for the individuals and families whose livelihoods depend on them With the cost of living on the rise , discretionar y spending, such as enjoying a night out, is under threat as consumers struggle to manage mounting bills

Michael Kill, CEO of the Night Time Industries Association, endorses the impor tance of collaborating with the Institute of Hospitality on a pivotal campaign aimed at reshaping the trajector y of the crisis gripping the Night Time Economy and hospitality sectors He underscores the imperative nature of reducing VAT to 12 5% for all businesses within these sectors encompassing the entirety of the UK Emphasizing the urgency of this initiative in safeguarding the sur vival of these enterprises during tumultuous times he calls upon the Chancellor to uphold this commitment, stressing the impor tance of inclusivity in the recover y endeavours, leaving no business behind

In response to these challenges, the NTIA is calling on the government to implement urgent measures to suppor t the sector in the Spring Budget, including:

Implementing a reduced VAT

Future-Proofing Tourism Conference Awarded to Liverpool

be topical industr y seminars and workshops, and a full day of B2B meetings, all providing actionable insights that help businesses develop and grow, while negotiating an ever-changing commercial landscape Building on its best-ever attended Convention in 2023, over 350 delegates from across the UK’s diverse inbound tourism sector will converge on the city This will include tour operators and trade buyers who are responsible for bringing many international visitors to the UK, and Liverpool, from valuable key markets such as the USA, China and the Middle East

Those attending the conference will also have the oppor tunity to experience the diverse tourism offering of Liverpool itself UKinbound is working in collaboration with Marketing Liverpool to arrange a range of familiarisation trips for delegates, which will help to foster and develop key relationships between buyers and local industr y

Joss Croft, chief executive , UKinbound said: “We are delighted to be working with Visit Liverpool to deliver our 2024 Annual Convention Their bid was inspired, packed with passion, creativity and an ambition to make this our most exciting and sustainable convention ever

“Together we have an oppor tunity to showcase what Liverpool has to offer international visitors from its lively waterfront grand architecture and buzzing music scene alongside being home of The Beatles and two ver y successful football clubs, and above all the hugely warm welcome from the people of Liverpool

“We are looking forward to rolling out an outstanding event for our delegates, alongside our Liverpudlian par tners

Susan Finnegan, head of visitor economy at Marketing Liverpool said: “We are so pleased that UKinbound will be bringing their 2024 Annual Convention to Liverpool and are delighted that the team recognised the creativity and ambition we have for hosting this wonderful event in the city

This is an incredible oppor tunity for Liverpool and by working together with UKinbound and our visitor economy par tners, we’ll show delegates attending the ver y best of what Liverpool City Region has to offer From our well known hospitality to world-class attractions, stunning venues, UNESCO city of music accolades and spor ting prowess, it will be an unforgettable two days in the city

“And of course , we’ll be sure to roll out our famous Liverpool host city welcome to ever yone attending in September ”

CAMRA Supports Proposed Relaxation Of Licensing Hours For Pubs During Euro 2024

which aims to make this process simpler Expected to be passed later this year, a new law would help the speed in which decisions like these are made

C AMRA, again, fully backs this bill, with Timmins adding: “Creating a more responsive mechanism for licensing hours alterations would boost local economies with additional sales and help create a sense of community as pub-goers are able to celebrate the full range and diversity of British spor ting achievement

Because travel is an inherently humancentric experience , tourism and hospitality companies have been somewhat sceptical of the impact of AI in the travel industr y But the sentiment is shifting AI models are ver y efficient at analysing data and the travel industr y has deep data troves By using algorithms for advanced data analytics industr y players can reach more customers, elevate ser vice levels, tap into new revenue channels, and increase operating efficiencies Let s take a look at how this revolutionar y technolog y is already making waves in this sector

DEEPER CUSTOMER

INSIGHTS

Machine learning (ML) and deep learning (DL) algorithms can trawl millions of data points in provided datasets to uncover new correlations, trends, and similarities In shor t, AI and ML both enable advanced customer segmentation, sentiment analysis, and behaviour forecasting Hostelworld, for example , successfully uses machine learning for sentiment analysis and marketing campaign optimisation By combining the analytical and predictive powers of ML, Hostelworld managed to increase its click-through rate (CTR) for email campaigns by 86% and its email open rate by 12%

CUSTOMER SUPPORT

Thanks to natural language processing (NLP), algorithms can easily understand text-based commands and different contextual clues to better deal with incoming customer requests At the most basic level AI can help classify and prioritise customer suppor t cases or look up relevant information for agents More advanced AI use cases include end-to-end customer issue resolution, voice-based suppor t bots, and customer suppor t AI in tourism can increase suppor t staff productivity by 20% to 50% or more Airlines like Cathay Pacific already handle 50% of their customer care chats with Gen AI assistants, allowing human agents to focus on more complex tasks

GEN AI TRAVEL AGENTS

ChatGPT has turned out to be a ver y capable travel agent Unlike the early generation of chatbots, which were mostly driven by pre-programmed rules, a generative AI (GenAI) travel agency or travel assistants have

more wits and can perform a greater reper toire of tasks GenAI chatbots can analyse and summarise content from a wide variety of sources to reply to different user queries and create personalised travel itineraries on the fly From finding a room with the right amenities, to booking group transpor tation and choosing add-on activities that align with an individual’s personal preferences, GenAI makes it happen seamlessly

On the back end, conversational systems can also interact with other tech systems: they can exchange data, look up information, update records, etc A GenAI concierge can automatically handle a wide range of tasks, from guest self-check-in to ordering late-night munchies and upselling some neat ser vices in between

At Virgin Hotels, guests are greeted by Lucy an in-app vir tual assistant Lucy functions as a contactless mobile key to access the room and can automatically adjust the lights, thermostat, and TV It’s also the one to ring up for room ser vice or ask about any details regarding the stay Lucy is a capable concierge because it integrates directly with: Virgin’s proper ty management system (PMS) which contains data about guest bookings; a point of sale (POS) system used for managing food and beverage operations; a smar t system for controlling ever y appliance in the room; and guest management software , which automatically generates checklists for staff based on guest requests Thanks to such deep integrations, Lucy can perform a wide range of tasks across all Virgin proper ties and retain guest preferences for better experience personalisation

HYPER-PERSONALISATION

Due to robust classification capabilities, GenAI travel apps can offer real-time personalised travel recommendations by identifying and continuously tracking new patterns in data representing customers’ purchase intentions, stay preferences, and general travel interests Similar to Netflix, such algorithms can churn out hyper-personalised travel offers based on customers’ past trips known room preferences and data from thirdpar ty sources

Accor for example uses an AI-powered customer-relationship management (CRM) suite with some 400 customer attributes to run deep segmentation and personalise customer communication According to the company ’ s CDO Alix Boulnois, the solution generates a significant uplift in sales, with revenue from emails increasing threefold

ETHICAL CONSIDERATIONS

As we navigate this evolving AI landscape , our collective focus should be on responsibly utilising AI’s capabilities, ensuring it enhances rather than replaces human endeavour while adhering to the highest ethical standards

EU GDPR and AI Act-compliant systems can increase user trust and safety, as these regulations ensure robust data protection and ethical AI practices Luckily, there are several methods of making AI compliant with

GDPR GANs, XAI, federated learning, transfer learning, and differential privacy can all help develop a GDPRfriendly ar tificial intelligence system Par tnering with a technolog y consultancy with exper tise in AI can help ensure a responsible AI system guided by a strategic approach

Pub Is The Hub Partners With

Pub is The Hub has joined forces with charity Hor ticap to provide advice to publicans on how to make best use of their gardens

As we come out of the cold days of winter and head into spring it is time for publicans to star t thinking about what action to take with their outdoor areas

Creating a vegetable garden can be a great way to eat fresh, healthy food, but it can also be a way for publicans to help, educate and offer a social activity for many local people While growing flowers can add colour, fragrance and additional biodiversity to any pub garden

Pub is The Hub chief executive John Longden said: “Increasing numbers of pubs are asking for help with launching their gardens and allotments As well as creating an oppor tunity to grow

“However, to maintain our standards without significantly raising our prices is a balance we strive to keep in favour of our valued customers

“While we are saddened to conclude our journey in Bournemouth, we continue to ser ve our loyal patrons at our Por tswood, Southampton location

“We are currently exploring new oppor tunities to expand and bring the Nathan's Famous experience to more areas

“Our hear tfelt gratitude goes out to all our customers who have suppor ted and enjoyed our brand over the past four years

“Your enthusiasm and patronage have been the cornerstone of our success, including being shor tlisted Deliveroo's Best Burger & American Food Restaurant award Chief superintendent Heather Dixey, of BCP Local Policing Area, said: “Anti-social behaviour (ASB) has a significant impact on people s wellbeing, quality of life and sense of security and how safe they feel in their own homes or at work

and quality to our customers, in a safe environment ”

The restaurant opened in 2019 ser ving New York style hot dogs and burgers in Bournemouth ,and Mr Turner added: “Nathan's Famous has always been dedicated to delivering an authentic American dining experience

In order to get an understanding of ASB and crime in an area, we monitor trends and use par tnership data to help inform hotspot patrols at key times – right place , right time philosophy in order to prevent anti-social behaviour and escalation into criminality ”

“We would encourage anyone with concerns about crime and anti-social behaviour in the Old Christchurch Road area to please repor t it to Dorset Police ”

The Secretar y of State for the Depar tment for Business and Trade (DBT) Kemi Badenoch to publish a draft code of practice on fair and transparent distribution of tips

The code seeks to promote fairness and transparency in the distribution of tips that fall in scope of the Employment (Allocation of Tips) Act 2023 It comes into effect on 1 July 2024 This Code applies to England Scotland and Wales and will be reviewed periodically to ensure it remains up to date

In its response to the consultation on the proposed tipping code of practice UKHospitality said the code rightly enables businesses to reflect the circumstances in which they operate , without being too prescriptive and burdensome

It said the vast majority of the sector will already be operating in the spirit of the new legislation, ensuring transparency and fairness to team members through existing tipping policies

A number of areas have been highlighted for improvement, in par ticular how agency workers are treated by the legislation The current legislation requires businesses to include agency workers in tip distribution, but this could cause significant administrative difficulties and reduce tips for contracted workers

The consultation response comes as UKHospitality launches brand new, detailed guidance on the legislation, which comes into force on 1 July 2024 The guidance takes businesses through the detail of the new rules and

what they need to adhere to It is exclusive for UKHospitality members

Kate Nicholls, Chief Executive of UKHospitality, said: Tips are a valued bonus for our staff and are an impor tant way in which guests can show their gratitude for brilliant ser vice , high-quality food or enjoyable experiences

“Instilling fairness and transparency around tipping processes has been a focus for the sector over a number of years and I have no doubt that the sector is overwhelmingly already operating in the spirit of the new legislation

“UKHospitality has been the only trade body engaging with the Government on behalf of the whole sector on these new rules and our input has ensured that the draft rules provide much-needed flexibility for a varied and complex sector

Despite this, it s absolutely critical that businesses familiarise themselves with the requirements under the new legislation and ensure they’re adhering to all its requirements

“Our member-only guidance will enable businesses to do just that and I’d encourage all members to read it in detail ahead of 1 July 2024 ”

Recession Reality Prompts Small Businesses To Call For

Research by the Federation of Small Business (FSB) has found that confidence among small firms has been in negative territor y for seven straight quarters, due to the energ y price crisis and the knock-on impact on the cost of doing business

Mar tin McTague , National Chair of the Federation of Small Businesses (FSB), said:

“Our research found that confidence among small firms has been in negative territor y for seven straight quar ters, due to the energ y price crisis and the knock-on impact on the cost of doing business

“There are big differences between sectors, with the hospitality sector recording by far the gloomiest confidence score , underlining that economic pain and strain are far from equally spread out

“Small firms are grappling with high interest rates, energ y costs much greater than they were a couple of years ago, and weak consumer demand Two in five small firms said their revenues decreased over the final

quar ter of last year, with only a third saying they increased, showing that the shine has definitely

Take payments with confidence

As Guests Adapt To Higher Prices, Hoteliers Must Evolve, Finds SiteMinder’s Hotel Booking Trends

days more than in 2019

However SiteMinder’s findings don’t suggest a return to the ‘old normal’ The UK experienced one of the world’s highest day-to-day rate variations in ADR, ranging from £219 on Fridays to £177 on Sundays Likewise , cancellation rates remained 3% above 2019 levels, at 21%

Bishop concludes: “The UK’s relatively high day-to-day variation in room rates is a sign the sector is already becoming nimbler Longer lead times put hotels in a stronger position to forecast occupancy and develop revenue strategies to keep pace with their increasingly sophisticated guests Hoteliers must now ensure they’re at the forefront of this change , rather than being left behind by their competition

Daily Rate (ADR) of

averaging £213 while Januar y

SiteMinder s vice president of ecosystem and strategic par tnerships, James Bishop, says: The new era of travel is characterised by savvier guests, who seek to optimise experiences while offsetting higher prices For example , we are seeing a strong willingness to purchase extras, to create a memorable stay, alongside greater use of packages and promotions, to keep costs down Likewise , guests have become accustomed to more flexible cancellation policies, and are more prepared to secure a flexible rate and then shop around ”

SiteMinder s Hotel Booking Trends repor t is the most authoritative analysis of hotel bookings made by the world s travellers It is based on booking data from more than 41,000 hotel customers, which in 2023 used SiteMinder’s platform to secure over 115 million bookings valued at above US$45 billion in revenue

Hoteliers are invited to a UK webinar on Februar y 29 for a deep-dive on the repor t

Food Security ‘Vital Part Of National Security ’ , Says Prime Minister

The Prime Minister has announced at that an annual UK-wide Food Security Index would be produced and that a ‘farm to fork summit’ would be held annually

Speaking at the National Farmers’ Union (NFU) annual conference , Rishi Sunak promised a new focus on food security on Tuesday, responding to criticism from farmers that agriculture is being not given the same strategic impor tance as energ y and the environment

The Prime Minister also outlined a doubling of the amount going to technolog y and innovation schemes such as robotics, roof-top solar and agricultural research, to £220 million, helping farmers to increase productivity

The money is par t of the Government’s commitment to maintain suppor t for English farming at pre-Brexit levels of £2 4 billion a year

Speaking ahead of an expected general election this year, Mr Sunak also outlined plans to reduce “red tape” to allow farmers to develop on-farm businesses such as shops

Food security is a vital par t of our national security and recent years have brought home the truth of that, he said, noting Russia’s invasion of Ukraine two years ago prompted a surge in food and energ y prices ”

“We’re strengthening suppor t for your primar y role to produce the nation’s food security as a vital par t of our national security

“Putin set off not just an energ y price bomb, but a food price bomb too ”

“You help suppor t millions of jobs, add billions to our economy, shape the landscape

But most of all, you produce the food we need – food that is some of the best and highest quality anywhere in the world

“And that’s why I say to all of you and to Britain’s farmers, just as I did in my ver y first speech in Parliament: I’ve got your back ”

Kate Nicholls, Chief Executive of UKHospitality, contributed to the conference , discussing the future of British food, and backing the measures

Commenting, she said: “Food is at the absolute core of hospitality’s offering and robust food security in the UK is critical to our venues It’s essential to maintain continuous supply and also to offer our customers the high-quality food they rightly demand

“Both of the measures announced by the Prime Minister today are ver y positive and I’m pleased that the Government is building on the success of the farm to fork summit held last year

“I was delighted to be involved in that summit and it’s so impor tant that hospitality continues to be a central par t of this work After all hospitality feeds around 20 million people each week and is a significant route to market for food producers ”

UK Female Bartender Set To Go Head To Head With Europe’s Best

The UK Bar tenders Guild will be sending one of its top UK female bartenders to compete against the best in the world in the International BarLady competition this March

The competitor will be selected to represent the nation in the competition, which is held in Athens on March 8th-9th

The International Barlady competition is held on International Women s Day and highlights the talent and professionalism of female bar tenders across the continent

Competitors will be tested across two categories to showcase their skills, creating two original creations including a Classic Cocktail from a selection of International BarLady Competition Sponsor products and then a National Cocktail, including local elements or inspirations from their home countr y

Other key talents including professionalism and technical exper tise will also be measured, and successful competitors will need to be multilingual allowing them to have conversations with the foreign guests as in the world’s most exclusive bars

As education is one of the key goals for the competition there will also be training and upskilling oppor tunities across the event These include a selection of lectures from trailblazing women across Europe in the Food & Beverage industr y, who will be breaking down the progress of women in the sector and what more can be done to heighten their profile fur ther

This focus on education is carried through to the prize , which will include both the prestigious title of Barlady Of The Year and entr y to elite bar tending courses for bar tenders and bar managers from the IB A

Suppor ted by the International Bar tending Association, the competition is known as the reference event for professional female bar tenders and

Global Conflicts and Extreme UK Weather Could Drive Up Food Costs

a series of storms hit the UK, as well as sub-zero temperatures Farmers and growers are still assessing the resulting damage to crops which may not be fully apparent for several months ”

As

as

Day Lynx Purchasing managing director

“However, the supply chain is still ver y sensitive to shocks, The ongoing crisis in Ukraine is still having a significant impact on cooking oil and grain prices, while disruption to shipping through the Suez Canal is affecting the

“Blockades

The warning comes as Lynx Purchasing publishes the Spring 2024 edition of its regular Market Forecast, using exclusive insight supplied by the range of suppliers that Lynx Purchasing works with, as well as official inflation data, to look at food and drink pricing in the run-up to the spring trading period

Dobson added: “The first couple of months of the year are always tough for most operators, and doubly so this year with consumer confidence ver y fragile Operators are looking to the Easter Weekend as well as Mothers’ Day, to encourage customers back into the eating out ‘habit’

“Any sudden increase in prices or shor tage of produce will ver y easily deter some consumers, at a crucial time for the hospitality sector The best advice to operators is to hope for the best, but plan for the unexpected Place orders in good time keep speaking to suppliers about availability, and to keep menu descriptions flexible to allow for changes if needed ”

Hotel Revenue Management Strategies: Using Data To Drive Profitability

By Michalakis Michael, Senior Lecturer in Finance and Revenue Management at Glion Institute of Higher Education (www glion edu)

There is a popular saying in business that ‘volume is vanity, profit is sanity’ Swap ‘ revenue ’ for ‘volume’ and the expression rings equally true for hospitality

As hoteliers we are in the business of delivering profit; and sitting at the centre of this effor t should be the revenue manager and his or her team I always say to my students that we got the name wrong when we first defined the revenue manager They should be called profit managers because it is profitability that counts to owners, investors and shareholders

And by this I mean Gross Operating Profit How the business is funded, and the cost of that funding, is a decision for the owners

So, how do we go about making our hotel more profitable? The answer is by using the right data to drive smar t decision-making, then having the communication and leadership skills to get each depar tment to carr y through the optimisation strategies that we have decided on based on the forecasted demand

The specific actions and tactics on a depar tmental base should be left to the various depar tment heads, as they are the exper ts and the ones responsible for their depar tments As such, they should ser ve as a catalyst (not a resistant) of the proposed strateg y and take ownership of their activities The whole process can yield the desirable outcome only if it is a team effor t and achieving that necessitates an investment in human capital, in the form of educating each depar tment in the mechanics of profit maximisation

THE SEGMENTATION CHALLENGE

The current challenge for most hotels – whether independent or chain – is to advance and help populate a more sophisticated, data-driven segment profitability model regardless of how they create rate fences

In doing so, data is our king; and the good news is that accessing data is becoming easier and more efficient as technolog y develops At the same time , I believe we need to re-engineer the whole process of collecting ‘quality relevant’ raw data from scratch

We need the current Proper ty Management System (PMS) architecture to evolve away from being focused on repor ting in accordance with accounting principles (GAAP and/or USALI) in order to evaluate depar tment heads and pay taxes Instead, the focus should shift more towards producing segmented information that we can use to maximise profitability

To help crunch the numbers, we will deploy advanced technologies and AI, such as machine learning This will enable us to detect patterns in customers’ purchasing behaviour and allow for quicker adaption to cur-

rent trends, enabling us to put a price tag on ever y segment in real time with two-way data streams In a nutshell: Revenue Management 2 0 systems

UNDERSTANDING YOUR COSTS

In today’s competitive environment product prices might be dictated by market dynamics which are beyond the scope and direct influence of the marketer Hence the focus should be on management controlled decision-making related to product and system efficiencies As such, operating costs management is the key PMSs should be able to perform activity base costing and allocate undistributed operating expenses based on the specific recipient, whether it is a product or a customer segment

In addition, such tools should be able to use financial or statistical formulae and models approved by mathematician data analysts (and with their accuracy validated in simulations) to determine the degree of operating leverage (DOL) of the establishment at various forecasted occupancy levels The level of granularity of such information should begin with the proper ty as a whole , then broken down to its various operating depar tments and their sub-depar tments, all the way to the ‘work package ’ level on project management terms

For example , it is vital to know the DOL score of the food & beverage (F&B) depar tment as a whole , then the DOL of the individual restaurants and bars and finally the score of the various products sold in each of them The 100% rule when applying reverse decomposition should equal to the DOL of the establishment

By having such information regarding the flow through rate from revenue to operating profit in conjunction with reliable expected demand estimations, revenue managers will possess the necessar y knowledge to develop strategies in order to magnify gross operating income and produce more than ‘normal’ results on high seasons or minimise the ‘damage ’ during off seasons Hotstats and STR repor ts are both good sources of profitability information

Fur thermore such information can be used for expansion plans product diversification and manoeuvring the organisation across the conservative and leverage operating structure axis

SEGMENTATION AND PRICE OPTIMISATION

As data har vesting improves (and this is where system reengineering becomes necessar y) we can also star t to look in a granular way at our guests and – ultimately – track their individual spending habits and profitability This delivers pure gold from a revenue management perspective

For instance , we might charge someone a high rate for their room, but on analysing the data we find they do not spend anything in F&B, nor do they use the spa Thus what appears a valuable guest from a rooms ’ revenue perspective actually falls down to a third or four th ranked target when we look at the bigger picture As such, we learn a lesson and do a better marketing budget allocation next time around This is why the accuracy of data used to calculate KPIs such as TrePAR and GOPPAR –and eventually new KPIs – is more impor tant than ever

In the ultimate revenue management utopia, I will know my customers’ purchasing characteristics to a ver y precise level, therefore I will provide personalised products tailored to their individual needs and willingness to pay though their preferred booking channel

Sir Woofchester’s - Canine Hospitality

Sir Woofchester’s has the UK’s largest and most specialised product range for dog-friendly hospitality businesses, including several personalised products

For your BAR OR RESTAURANT

Our Dog Menu features a range of Treat Pots, Dinner Bowls, Dog Drinks and Snacks, displayed with eye-catching point of sale

For

your BEDROOMS & ACCOMMODATION

Choose between:

-“A l day breakfast” snac k bar : a del cious innovat ve treat for dogs on-the-go!

-“Sleepy Bones” treat pot: re axing bedtime dog treats

-“Dog Welcome Pac k” PERSON ALISED: an nice y presented pac k containing poo bags , a ball toy and a pot of S eepy Bones (Note: the container also ser ves as a temporar y waterbowl!)

YOUR COMPLETE SOLUTION

Water bowls, waste bags, accessories, top tips & ever ything else you need to be more dogfriendly

To ensure the highest quality products we hold a DEFRA registration a GB Pet Food Manufacturers registration and much of our range is BRC or SALSA cer tified

We look forward to working with you

David & the Sir Woofchester’s team

DOGFRIENDLY BENEFITS

UPSELLING AND CROSS-SELLING RELEASES REVENUE OPPORTUNITIES

Another piece of the revenue management jigsaw is upselling and cross-selling – here also, technolog y can be our friend International hotel chains developed their own upselling and cross-selling systems, but independent hotels can also join the par ty There are several third-par ty providers (upselling guru Oaky duve etc) that build equally good technolog y to manage upselling and cross-selling

These online platforms can present upselling and cross-selling offers to customers at any touch point, from the booking to the post-stay, and especially during the customer’s time within the hotel

How does upselling work in hospitality? As a simple example if a guest has used the spa during previous stays, why not offer them an incentive towards a treatment this time around? Or if their preferred restaurant is filling up, give them a prompt to book a table so they do not miss out These messages could be delivered by the hotel’s smar tphone app, via inroom communications, or simply emailed to the guest before their stay

PRICING TACTICS

Another technolog y that is advancing quickly relates to automated revenue pricing solutions These have been around for more than a decade , and they were initially based on fairly simple dynamic pricing – as cer tain percentage occupancy thresholds were reached, so room rates went up

Now these systems are getting more granular, with other inputs being fed in automatically and each having a set percentage by which it influences the pricing decision algorithm These inputs can include changes among the competitive set – has a new hotel opened locally? Is a competitor closed for refurbishment? They could also comprise factors influencing market demand: is there a new event, such as a festival, taking place in the area? Have any airlines ser ving our destination increased their scheduled flights? Are we experiencing an ‘unusual’ pick-up from a par ticular geographical destination? Even the weather forecast can have an impact

There is a plethora of good systems providers which can supply hardware and software or iCloud ser vices to suit any size of hotel and budget For example Duetto IDeaS RoomPriceGenie Pace Infinito Solutions ROOMDEX, Dot Cy and Atomize to name a few

By adding these and other data inputs to the pricing algorithm, a revenue manager can align prices to future demand with much greater accuracy and granularity

CONCLUSION

To summarise , the future for this discipline rests in creating more digital touch points within the hotel, collecting more customer data which can then be segmented to an individual customer or product level, while also being supplemented by automated real-time updates on a host of external factors in order to personalise our products and ser vices towards our customers and adapt to their ever-changing needs and wants By bringing this all together we can allow for fully informed decision-making on demand forecasting, costing, pricing and capacity allocation through a shared vision on how to maximise the potential operating profit A truly smar t approach to the business of hospitality

You may also wish to consider the following benefits of working with Sir Woofchester’s, to help elevate your wider business:

• Increased average customer spend

• Increase

hotels & tourism etc has been increasing for over a decade!

The pandemic has seen a behaviour change with more dog owners choosing the UK for their shor t breaks or annual holidays

The cost of boarding kennels & pet-sitting has risen, so your customers now increasingly want to bring their dog with them!

We see ever-increasing dog-friendly requirements with accommodation providers, food & beverage outlets, as well as tourist attractions

See the adver t on the facing page for details

Taking a Closer Look at Seafood in the Foodservice Sector

In the ever-shifting seas of consumer spending, anyone involved in the selling of seafood can thrive from a better understanding of the current trends and market oppor tunities Our latest repor t, ‘Fish and Chips in Foodser vice’, looks at the insights we ’ ve uncovered based on data gathered over two years (to September 2023)

The first step to changing or reacting to buying behaviour is knowing what drives customers Our repor t on out-of-home seafood sales combines industr y data with consumer sur veys to reveal the bigger picture

The headline news is that, despite declining fish and chip shop sales, overall fish and chip sales across total foodser vice are recovering, with 1 1 million more ser vings in the last two years While the cost-of-living crisis has had a dampening impact on the market post-pandemic recover y continued steadily, slowing only in the most recent quar ter (July to September 2023)

THE BIG TAKEAWAYS

Foodser vice equates to almost a third of the volume sales of seafood Of that, fish and chip meals represent around 20% of all foodser vice seafood consumption In the two years analysed, 337 million ser vings of fish and chips were sold – a 0 3% increase on the previous two years FISH AND CHIPS ARE MOST POPULAR WITH OLDER GENERATIONS

Despite under-50s representing 73% of the out-of-home total of food and drink ser vings, 59% of all fish and chips ser vings are to consumers over 50 This skew is more apparent in pubs, where over 72% of fish and chips ser vings are to over-50s

75% OF FISH AND CHIPS SERVINGS ARE TO ADULTS WITHOUT CHILDREN

Fish and chips perform better in adult-only occasions, par ticularly in pubs and full-ser vice restaurants where over 80% of ser vings are to adults without children

FRIDAY AND SATURDAY DINNER REMAIN THE PEAK TIMES FOR FISH AND CHIPS

Saturdays are now the most popular day for fish and chips, with Fridays a close second Together, they account for 43% of all fish and chips ser vings per week

THE COST-OF-LIVING CRISIS IS REFLECTED IN A SHIFT FROM OUT-OF-HOME TO IN-HOME

In line with the trading behaviours seen in foodser vice , there s been an increase in purchases of frozen fish and chips products from supermarkets as a cheaper substitute to takeaways For many people , dining in at

home has become the new ‘going out’

FISH AND CHIP SHOPS SUFFER AS SOCIAL EAT-

ING IS PRIORITISED

On-premises dining remains impor tant to people for the socialising oppor tunity it offers, with full-ser vice restaurants seeing an overall traffic growth of 2 5% Meanwhile , fish and chip shops have seen a significant dip in sales as consumers tighten their purse strings to cope with the cost of living

OPPORTUNITIES IN FISH AND CHIPS – THE 5 ES

1 Engage younger consumers to broaden the consumer base

2 Expand the buying window by finding ways to make fish and chips relevant throughout the week

3 Embrace deliver y ser vices and app-based ordering, and explore digital loyalty schemes

4 Explore oppor tunities to diversify with por table snacking options, or expand menus for fish and chip shops

5 Emphasise value for money, promoting fish and chips as a delicious, filling and affordable meal option

In navigating the evolving landscape of the fish and chips market, businesses must be willing to adapt, innovate and strategically target emerging oppor tunities to ensure sustained success

Want to dive deeper? Read the full repor t at www seafish org/insight-and-research/seafood-in-foodser vicedata-and-insight

Christchurch Conservative Club Hosts Fundraising Darts Tournament

Organisers of a charity dar ts competition in Christchurch Dorset were left “overwhelmed” after raising over £430 for a charity at Christchurch Conser vative club on Saturday Februar y 17

The fantastic fundraising competition raised funds for The Isabel Baker Foundation, which was set up in memor y of Isabel Baker who passed away from Infantile Acute Lymphoblastic Leukaemia eight days after her first bir thday in 2015, after being diagnosed at 3 weeks old

Organiser Cur tis Philips says: It was a great day –we had entrants from across the region taking par t for the excellent local charity, in Isabel’s memor y, including former and current England players Paul Car ter and Tommy Morris, and local dar ts players Gar y Howlett, Dale Masterman, Paul Allen, Alan Chant who scored seven 180’s on the day and Har vey Masterman who scored the highest “checkout” with 139

Former England player Paul beat Dale in the final

5-2 with Paul scoring three 180’s

CLH News Sales director Daivd Bar tlett was “ on hand” to present Paul with a bottle of champagne with our compliments!

One contestant who cer tainly caught the eye of the audience was 11 year old Jayden Walker “The Young Gun” Who hit a staggering five 180’s on the day!

Organiser Cur tis thanked those who organised and took par t in the event, adding: “We are over the moon with the amount raised – there was a really great community spirit there and ever yone had a fun time ”

Christchurch Conser vative club president Lyndon Brown said: “ we were delighted to hold us event, it was a fantastic competition, with some really talented contestants who helped make it a ver y special day”

over others

4. ENCOURAGE FAN ENGAGEMENT

Encourage patrons to wear their team's colours by promoting a "Best Dressed Fan" contest on banners This not only increases engagement but also fosters a lively, competitive atmosphere , making your pub an exciting place to be during major spor ting events

overall experience by catering to the tribal nature of spor ts fandom

6

CAPITALISE ON LOCAL PRIDE

If your pub is in a city with a local team, use pub banners to show your suppor t for the home team during their games Local pride is a powerful draw, and showcasing your pub as a suppor tive hub for the community can significantly boost patronage

7.

SOCIAL MEDIA TIE-INS

Use banners to promote your pub’s social media hashtags or handles, encouraging patrons to share their game-day experiences online This not only increases your pub's visibility but also creates a digital community of fans who frequent your establishment

8 ANNOUNCE POST-GAME ENTERTAINMENT

Attract patrons to stay longer or come in after the game by using banners to adver tise post-game enter tainment, such as live music , karaoke , or a DJ This can turn game day into an all-night event, increasing your sales and patron satisfaction

effectively adver tise special promotions, such as discounted drinks or game-day menus, exclusive to spor ting event nights Placing these banners strategically at the entrance or within highvisibility areas in the pub can entice spor ts fans to choose your venue

5 USE BANNERS FOR DIRECTIONAL SIGNAGE

For larger venues banners can ser ve as effective directional signage guiding guests to specific areas set up for watching the games This can include different sections for fans of competing teams, enhancing the

Implementing these strategies with banners not only elevates the game-watching experience but also solidifies your pub s reputation as the ultimate destination for spor ting events By visually communicating excitement, offering, and community, banners can significantly influence spor ts fans' choice of venue , ensuring your pub is their first pick for enjoying the game

Check out the online Banner Librar y at www hfe-signs co uk for promotional ideas for your pub!

With recent statistics showing that hospitality and leisure venues are closing at a rate of over 10 a day, the prospect of negative reviews is piling additional pressure on owners and managers

Social media reviews have become a powerful force in shaping the success of hospitality businesses, and the rise of platforms like TikTok means that customers can now share their experiences and opinions with a global audience – fast While positive reviews can boost a business's sales and credibility, negative reviews can have a detrimental impact on reputation and profit, but where exactly is the line drawn between opinion and defamation?

Since the dawn of the internet enabled people to share their unfiltered opinions instantly, venues have had to navigate the fickle world of online reviews Whereas websites, such as TripAdvisor, allow venues to easily monitor and respond to reviews, giving the oppor tunity to clarify or contextualise negative comments, the explosion of TikTok’s popularity makes this much harder

Another barrier venues face is that it can be difficult to identify defamation when it occurs, because to meet the legal definition of defamation, the statement or statements have to meet specific criteria, the most important being that the statement must be untrue or greatly exaggerated While this may be stating the obvious to some when the review includes subjective statements such as ‘I didn’t like the taste’ as well as claims based in fact, such as ‘the food was undercooked’ it can be more difficult to determine defamation from simple opinion, and when pursuing a defamation suit it is crucial that the statements can be proven to be false

Secondly, venue owners must prove that there has been ‘serious financial harm’ caused by the claims This can be done by examining the revenue for a period of time before and after the review was posted, and comparing the revenue brought in Exactly how much financial harm has to be caused before it is considered ‘serious ’ is ambiguous to allow for the wide range of venues in the UK What is considered ‘serious’ for a chain

venue with branches across the globe would naturally be different to an independent venue with only one location

Deciding how to deal with negative , online reviews can be challenging, as the impact is not always clear at the time A number of variables such as the number of followers an account has, the amount of traction it is getting – for example , has it gone viral? – what the content of the claims are , and what the potential consequences could be , should all therefore factor into the venue ’ s response Implementing a comprehensive action plan, with different responses based on different scenarios, will make it easier for a venue to decide an appropriate course of action

It's impor tant to note that in some circumstances the best response is to not respond at all, as it may add fuel to the fire – for example if the claims were more subjective such as not liking the food the account has few followers or there is little engagement Claims that are more serious such as detailing a specific incident at the venue where staff were rude may require a response online Finally, serious claims that are getting a lot of traction, such as those around health and safety, may require a legal response , and venues should contact an exper t where appropriate

If it is decided that the claims require a legal response , it is impor tant to capture key details about the defamator y statements, such as exactly what was said, when it was posted and on which platform Saving or screenshotting the comments is especially useful in case the comments are deleted or taken down after the fact Actively monitoring social media platforms on a frequent basis will aid this

take pride in delivering a seasonal menu inspired by the produce picked

HRC , par t of Food, Drink & Hospitality Week, returns to ExCeL London on 25-27 March for an immersive dive into the future of hospitality, offering invaluable networking oppor tunities, a chance to explore the ver y latest trends, and a firsthand look at new innovations in foodser vice

With sections covering hospitality tech, foodser vice , furniture , interiors & tableware , and professional kitchen equipment, visitors to HRC can source anything needed to elevate their business offering and customer experience

The Vision Stage , designed by Harp Design, will see a packed programme of content across the three days of the show, with speakers including UKHospitality CEO Kate Nicholls OBE, HRC Chef Ambassador Lisa GoodwinAllen and futurist Simon Stenning

Stenning comments: “HRC has always been an impor tant event in all our calendars so I am looking forward to being there on all three days to see all the new and latest products on display and to meet up with clients colleagues and friends I am ver y pleased to be presenting foresight from our latest Future Foodser vice repor t – 2030Vision – with trends, developments and shifts in the market over the next six years It will be a great week

daily from the hotel’s walled garden and the finest local Sussex ingredients This year MasterChef: The Professionals 2023 Winner Tom Hamblet is currently taking residency as Head Chef of Camellia restaurant From the 3rd of Januar y –31st of March 2024, showcasing his signature dishes inspired by his time on the show with Sussex diners

As for Botanica, Head Chef Jonathan Spiers draws on the South Downs as a larder for fresh and seasonal ingredients for a dair y free , sustainable , and healthfocused Mediterranean experience

Lastly, The Pass holds one Michelin Star and 4 AA Rosettes under the direction of Head Chef Ben Wilkinson and his par tner Monika Zurawska who leads the front of house team

“We’re absolutely delighted to have South Lodge on board,” said Hilar y Knight, co-director of Natural Par tnerships CIC “Since the Sussex Six Campaign was launched five months ago, over 50 shops, restaurants, pubs and cafes have now pledged to add at least six more local, Sussex food and drink products to their shelves and menus, and we urge people to suppor t them ”

The Vision Stage will also be hosting the awards ceremony for the inaugural World Catering Technolog y Awards, in par tnership with FoodBev Media, which recognise the innovative suppliers changing the face of catering and streamlining processes front and back-of-house

Culinary Evolution: The Transformation of the Hotel Dining Scene

By Michael Obray, General Manager of Cotswold House Hotel & Spa (https://bespokehotels com/cotswoldhouse/)

Hotel dining has evolved over the years, marked by a transformative shift from conventional norms to providing an extraordinar y experience for guests I've witnessed firsthand the dynamic changes that have redefined the culinar y landscape within the hospitality industr y and it is quite an exciting journey

One notable trend that stands out is the evolution of the solo dining scene Traditionally hotel dining was synonymous with formal, group-oriented experiences, where guests would gather in large dining rooms for elaborate meals However, in recent years, there has been a shift towards catering to the solo diner Recognising the changing demographics and the rise of solo travellers, hotels have adapted their dining offerings to provide a more personalised and inclusive experience

Solo dining is no longer associated with hurried room ser vice , a cheap meal-deal from the local shop, or a lonely table in a corner Instead hotel restaurants are now creating inviting spaces for solo diners creating an atmosphere that encourages self-indulgence and relaxation It may be a little unusual to see a person sitting alone at a subtly lit table amidst a restaurant full of romantic Valentine’s diners, but apar t from that, it is less than remarkable to see both leisure and corporate single diners in more formal hotel settings and bars This evolution is a response to the growing number of business travellers, digital nomads, and individuals seeking a moment of peace and quiet amongst their busy schedules

Another key aspect of the evolution in hotel dining, is the increasing focus on locally sourced produce Hotels are moving away from generic , mass-produced ingredients and meals, and instead celebrate local, seasonal ingredients, honouring traditional techniques and fostering relationships with local producers and ar ti-

sans Locally sourced produce not only suppor ts the surrounding community but also allows chefs to showcase the unique culinar y heritage of the area

Menus are now produced with a commitment to showcasing seasonal ingredients and hotels take pride in informing guests, as par t of an enhanced dining experience , about where selected local ingredients come from and what the chef has chosen for them This ser ves to both promote the local area and to be informative to guests, championing the region's rich culinar y heritage whilst also embracing creativity to produce memorable dining experiences

For example , as a Cotswold hotel, we are in a position to take advantage of a huge selection of locally produced food We offer game dishes such as rabbit and grain mustard pie or Cotswold venison fillet with sticky slow cooked haunch celeriac and beetroot which are always ver y popular with our diners

Over the years traditional dining experiences have changed and evolved to suit more diverse and knowledgeable audiences Beyond solo dining and locally sourced produce guests are now also looking for an enhanced and luxurious experience In the 80s, 90s and into the 00s, dining out at high end restaurants became a fashion statement and, for the business elite , almost a status symbol Michelin Stars became the industr y standard, and this led to aspirational dining This element of dining out is still alive but now with such a diverse and competitive market, such restaurants are having to conform more to what diners expect, and are having to work harder to meet those expectations

It s now ver y much about how restaurants and top chefs’ can add different and innovative elements to the overall dining experience This could be in the form of menu style and content, dish presentation, intelligent use of a huge range of ingredients available year-round and being more creative with cooking as an ar t form Front of house ser vice plays a big role too in delivering the chefs innovations in an intelligent and engaging way to the guest

Embracing these trends not only meets the changing preferences of guests but also positions a hotel and its restaurants as a dynamic and forward-thinking player in the ever-evolving world of hospitality who strives to exceed the expectations of a diverse and knowledgeable audience As guests continue to seek unique and memorable dining experiences, the culinar y landscape will likely see fur ther innovation, creativity, and a continued commitment to providing exceptional experiences for diners

Greene King Pub Partners to Launch Second Franchise Concept ‘Nest Pubs’

will be aimed at those with pub management or assistant pub management experience who are looking to take the step up and run their own pub business

As wet led pubs with a smaller food offer than Hive Pubs, Nest Pubs franchisees will only need a small team to operate their business As such, a Nest Pub Franchise Agreement will be the most cost-effective and simplest way to star t a pub business with the full backing and suppor t of Greene King Like with Hive Pubs, Nest Pubs franchisees will earn through a percentage of food and drink sales On top

Hospitality Trends for 2024

With the hospitality industr y getting ready for 2024 we at Alliance have taken the oppor tunity to research the top emerging trends set to take hold this year We have identified four trends so far which are beginning to permeate the current hospitality scener y:

MEDITERRANEAN ROMANTIC

To make this trend work you need to embrace bright, light spaces and pair them with natural tones and textures such as wooden furniture and areas of bare , undecorated walls When tr ying to achieve an “Old World” Mediterranean charm we’d suggest looking to employ neutral crocker y and glassware to help allow your establishment to be the main focus Great options include Ar tis’ Nara Rose or the Utopia Santo ranges (both the taupe and light grey colourways) where crocker y is concerned, and RCR by Steelite Essential glassware range is perfect for ser ving drinks INVITINGLY GLAMOUROUS

For this theme the key is employing a refined colour palette but doing so in a sensible and stylish capacity The idea is for dining

of this, they get a share of the profits in their pub and will earn bonuses based on performance in key areas such as operational excellence

Dan Robinson, Managing Director of Greene King Pub Par tners, said: “We are delighted to continue the growth and success of our franchise offer with the development of Nest Pubs

“The first Nest Pub will open later this year with more following behind it Alongside this, we’ll continue to grow our successful Hive Pubs franchise concept with more openings

“Our overwhelming focus as a business remains in the leased and tenanted space , but we are excited to continue the growth of our franchise pub business through Nest Pubs

Penny Baldwin, Franchise Operations Director for Greene King Pub Par tners, said: Nest Pubs will be wetled pubs predominantly located on busy highstreets and in communities, combining great value with a reliable pub experience of live spor t and enter tainment They will combine a strong drinks range with a pizza offer for customers seeking out good food

“As wet-led pubs requiring just a small team to operate them, Nest Pubs is the most cost-effective and simple way to star t your own pub business with the full backing and suppor t of Greene King Pub Par tners, which has been accredited by the British Franchise Association ”

spaces to not appear overwhelmingly expensive whilst still maintaining an inviting and glamourous aesthetic Churchill’s Kintsugi Reverse is brilliant for adding a subtle hint of glamour to any table setting and works as a brilliant canvas to showcase your food The Villeroy & Boch Rock range is also fantastic for ser ving a refined menu on to your customers, especially when paired with the Ar tis Speakeasy Swing

ORGANIC BRUTALISM

Organic brutalism is a theme which is becoming popular in developed urban areas and requires the restaurant / hotel to fully embrace the notion of opposites attract The best way to visually capture this theme is by twinning the brutally linear nature of city architecture with the softness of organic elements When tying in your tableware with this style of décor we’d suggest Churchill Stonecast Sorrel of this Fusion range or opt for the stark contrast of the Ar tis Elements collection

NUOVO CAFFÈ

The term Let s grab a drink is slowly shifting from referring to have an alcoholic beverage and becoming more synonymous with having a coffee If you ser ve coffee and want to attract the discerning coffee drinker, then give your social areas are more relaxed and contemporar y

At Alliance we are always up to date with the latest hospitality trends and products so call your nearest Alliance Local to see how we can help you with all your needs www allianceonline co uk

The

The Six Nations is a major driver of footfall for hospitality businesses The tournament was the third most popular event across Greene King’s pubs in 2023, behind the King’s Coronation and St Patrick’s Day During the nine days of rugby last year, the company poured more than 3 million pints across its UK managed pubs, with the busiest day being Scotland’s victor y over England on the opening day

Greene King CEO, Nick Mackenzie , said: “The local pub has always been at the hear t of the community and no more so for than when a great spor ting event is taking place

“With the Calcutta Cup being one of the oldest and most iconic fixtures in the spor ting calendar we ’ re looking forward to welcoming fans to Greene King and Belhaven pubs across the nation on Saturday afternoon to enjoy the match together

To celebrate the tournament, Greene King is offering six fans the oppor tunity to win a dream trip wor th £3,000 to one of the six nations To enter, fans only need to visit www greeneking co uk/live-spor t/rugby/six-nations and correctly answer who won the 2023 Guinness Six Nations tournament by completing the form to enter Entries close on 16th March, with winners announced after the conclusion of the tournament

Apprenticeship Awards Cymru 2024 Finalist

Whitbread Reaping the Rewards of Apprenticeships

Whitbread Group PLC , which has more than 800 hotels, 400 plus restaurants and in excess of 36,000 employees, is reaping the rewards of its strong commitment to apprenticeships

The business has discovered that its staff retention rate is 10% higher for apprentices, which equates to £5 million in reduced costs, increased sales and better guest experiences

Apprenticeships from Levels 2 to 5 are delivered by Lifetime Training, in par tnership with Cambrian Training Company in Wales, for staff ranging from chefs, housekeepers and receptionists to managers and team and project leaders Achievement and distinction rates are substantially above industr y averages

Now, Whitbread Group PLC has been shor tlisted for the prestigious Apprenticeship Awards Cymru 2024 as a Large Employer of the Year finalist

Highlight of the year for apprentices employers and work-based learning providers and practitioners the awards are organised by the Welsh Government and suppor ted by the National Training Federation for Wales (NTfW) Headline sponsor is EAL

The winners will be announced at an awards ceremony to be held at ICC Wales, Newpor t on March 22, 2024 The awards highlight the outstanding achievements of employers, apprentices and work-based learning practitioners

Over the past year, more than 270 Whitbread Group employees have achieved an apprenticeship and in excess of 2,000 are working towards one across the UK A network of Apprenticeship Champions suppor ts the development of learners across the business

Apprenticeships are integral to Whitbread’s Force for Good programme which gives all employees the oppor tunity to learn and develop A ‘ no barriers to entr y ’ approach for apprentices aims to ensure that all employees reach their potential

In a UK-wide sur vey, 86% of the company ’ s employees said an apprenticeship had improved their confidence in their role and 90% believed they had developed new skills 47% were promoted or have taken on extra responsibilities within a year of completing their apprenticeship and 20% of deputy hotel managers were promoted from an apprenticeship

This commitment to learning and development has helped Whitbread to achieve a Top Employer status for 13 years running

Richard Brooks-Harley, Whitbread Group s apprenticeship deliver y manager, said: Our founder, Samuel Whitbread, was himself an apprentice which makes apprenticeships a core par t of our DNA ”

Matthew Summerbell, senior operations manager at Lifetime Training, said Whitbread promotes apprenticeship oppor tunities with schools and colleges, par ticularly in deprived areas

“The combination of the apprenticeship culture , stakeholder engagement and community outreach results in positive achievements and outcomes, with apprentices twice as likely to be promoted within Whitbread and 30% more likely to stay with the business,” he added Economy Minister Vaughan Gething congratulated the Whitbread Group and all the other finalists “Today's apprentices will be tomorrow ' s specialists and Apprenticeship Awards Cymru allows us to recognise apprentices work-based learning practitioners and employers that have gone above and beyond,” he said

“Their tenacity passion and commitment to growing their own careers the careers of others and the larger Welsh economy is inspiring I wish each of the finalists the best of luck at the awards and with their future endeavours

Congratulating the finalists, Al Parkes, managing director at EAL, said: “As the specialist awarding organisation and skills par tner for the engineering and manufacturing industr y, apprenticeships in Wales are especially impor tant to us

Apprenticeships play an impor tant role in suppor ting personal progress through career oppor tunities and a sense of achievement, while ensuring that employers have the right skills at the right time to keep up with evolving industr y needs

“EAL is committed to encouraging employers to take on apprentices Marking the achievements of employers, apprentices and work-based learning practitioners at the Apprenticeship Awards Cymru is vital to this ”

For more information about recruiting an apprentice , visit: https://gov wales/apprenticeships-genius-decision or call 03000 603000

Luxury Hotel Market Immune To Cost Of Living Cutbacks As Profits Soar

While the UK hotel sector ended 2023 on a high new data shows this was largely driven by the luxur y market with a spike in room rates and profits, according to the RSM Hotels Tracker : Focus on Asset Classes

The data, which is compiled and produced by Hotstats and analysed by RSM UK, highlights that although consumers are continuing to feel the pinch and noticeably cutting back on luxur y goods, they are still willing to spend on high-end hotels, showing experiences continue to come out on top

Average room rates of UK luxur y hotels jumped from £320 74 in November to £365 43 in December The increase in the middle market and budget hotels was less stark, from £132 96 to £139 30 and from £95 90 to £97 08 respectively

The increase in room rates also filtered through to the bottom line of UK luxur y hotels, with gross operating profits per available room (GOP PAR) rising from £128 12 (November) to £152 74 (December) This was even greater in the London luxur y market, with GOP PAR up from £173 00 to £208 34 in the same period Cost pressures hit UK middle market and budget hotels with GOP PAR down from £53 14 to £48 68 and from £34 21 to £29 78 respectively

Although UK occupancy was down slightly month-on-month following seasonal trends it was up across the board when compared to December 2022 – from 62% (December 2022) to 69% (December 2023) for luxur y

‘Despite

hotels; from 67% to 70%

more openings in the luxur y market and therefore greater competition, it’s clear the demand is

development brings the Birmingham Slug & Lettuce into the fold of our next generation sites as we continue to monitor and tweak the concept as we roll out ”

The refurbishment of the Birmingham site follows the redesign of Slug & Lettuce’s flagship venue in Deansgate , Manchester in September 2023

Achieving Sustainability with Dry Steam Cleaning

faces The environmental costs of high-pressure washing are astronomical, and that s without considering the massive volume of wastewater

Stop chemical pollutants and dangerous wastewater

One of the biggest problems with traditional cleaning methods is the considerable volume of effluent discharge Toxic chemicals can pollute clean water sources and damage the environment when handled incorrectly When handled properly, wastewater still consumes significant energ y to remedy and levies a high cost on the environment

One of the most significant advantages of DSV technolog y lies in the waste removal procedure that saves considerable time and money while providing an environmentally friendly solution that prevents cross-contamination Your cleaning operatives can simply empty the waste tank when it fills and enjoy the peace of mind that sustainable actions provide

The science behind DSV technolog y

you can reduce water consumption by over 90% almost instantaneously, this in turn alone helps your company take huge strides towards realising your sustainable ambitions

In practice , let’s look at companies that rely on high-pressure washing to clean pavements This method could demand up to 1,000 litres of hot water ever y hour, whilst the high pressure poses a risk to damaging sur-

When you combine dr y steam vapour with validated technologies, you achieve the most effective efficient and sustainable cleaning standards without the use of any chemicals

The process requires a small amount of cold tap water that gets superheated inside our machines, reaching temperatures up to 175 degrees Just one litre of water transforms into 1600 litres of small but powerful

dr y steam droplets

These tiny dr y droplets cover a far greater surface area than manual cleaning in a shor ter time with greater effectiveness It loosens dir t and grime that you can easily remove with Osprey Deepclean’s validated HEPA filtration vacuum cleaners or microfibre cloths, leaving your surfaces clean and sanitised

Driving Sustainability with DSV technolog y DSV technolog y relies on super-heated dr y steam that substitutes tonnes of hot water for small amounts of cold tap water It produces no moisture , prevents cross-contamination and relies on no chemicals to achieve higher standards of environmental hygiene than any other cleaning technolog y

Government research shows that UK businesses can save up to £23 billion ever y year through the way they use energ y and water Financial rewards, unmatched environmental benefits and exceptional hygiene standards should drive home the transformational effects of DSV cleaning

At OspreyDeepclean, we ’ ve dedicated 20 years to engineering the most sustainable and effective DSV technolog y Tested in healthcare settings and relied on by hospitals, we re striving to help businesses like yours have a positive environmental impact

Dishwasher Temperature is Vital Step to Ensuring Commercial Health and Safety, But How Should You Monitor It?

the dishwasher during a cycle and provide a temperature reading throughout the wash cycle Many commercial businesses often have pre-existing digital HACCP platforms that these can plug into, but for smaller organisations, simply recording the data in a safe and responsible way is accessible through this tech all the same I’d still recommend looking into a digital HACCP software for the ease of recording, archiving and filing of all the data

HACCP principles state that commercial dishwashers should be maintained at a minimum of 55 °C during the wash cycle , and a minimum of 82 °C during the rinse cycle Anything outside of this would not be considered an effective or safe clean due to the temperature not being high enough to kill pathogens

The dishwasher temperature should be regularly monitored, tested and logged to ensure compliance , and to protect the health and safety of your staff and customers This is now easier than ever thanks to temperature measuring equipment that places the technolog y right in the hands of the user

Dishwasher temperature probes can be placed inside

Traditional means of recording dishwasher temperature through single use strips have a high cost due to the continuous need for purchase Their accuracy can also be questionable , and they re not the most environmentally sound option either Investing in long term digital solutions for your health and safety benefits ever yone across the board Think of it as an investment in the future by being confident in your practices with the hard data to back you up It is impor tant to view food safety and adherence to HACCP from a holistic view Of course restaurants and catering ser vices should comply with this as a matter of principle , but think about the wider effects of improper recording, human error or lack of training Not only does it leave the business open to legal implications, but long-term reputational damage across consumer and business audiences if news gets out New technolog y provides sound and trustwor thy equipment that improves efficiency and reduces costs at the same time Visit www thermometer co uk for details

With over 220 000 hospitality businesses registered in the UK, the sector is the UK s third largest employer However, it is also one of the biggest polluters because according to data from Big Hospitality, UK hospitality accounts for up to 15 percent of UK greenhouse gases

And so quite rightly the industr y is under renewed pressure to engage in more sustainable business practices And this is not just because it is the right thing to do but because consumers are demanding it

Our research with Unidays showed that over 80 percent of Gen Zers are prepared to pay more for sustainable goods and ser vices while Rebound research shows that 87 percent of consumers want a sustainable deliver y option So in the face of economic uncer tainty and challenging times for the sector, it pays to be more sustainable - for our planet, for our people and for our profits So, what can UK hospitality businesses do to

become more sustainable this year?

SUPPORT LOW-VOLUME RECYCLING STREAMS

As new innovations in the circular economy develop, it is a good idea to star t separating more of your waste - for example , coffee grounds, which can be used to create biofuel, as well as beauty and food products

Due to space restrictions and hygiene , these materials need to be collected quite frequently but the benefits of separating this waste are drastically reduced if they’re collected by a van or HGV Look for providers who offer low-carbon collections and consolidate the small volumes collected from you with those collected from other businesses, at local microhubs before the materials are collected in bulk for larger vehicles

PACKAGING RETURNS

Work with suppliers and carriers to find the best low-carbon approach to dealing with reusable packaging returns

In cities developing efficient reverse logistics can have a huge impact on carbon, congestion and air quality Consider par tnering with companies like Again which has developed the technolog y for food and drinks brands to make it easier to swap single use packaging for reusables

NAVIGATE CLEAN AIR ZONES

With more cities bringing in restrictions to prevent high polluting vehi-

Navigating NET-Zero: A Business’s Guide to Sustainability

find handy guides and leaflets that will help you to get your green claims right

A good question to ask yourself around green claims, is “how can I prove this”? Also put yourself into the mind of your customer Would your customers understand what a ‘sustainable meal or what a responsibly sourced product is? If your green claims are vague , misleading, or not adequately explained, then you might not be complying with the law

•

Getting green claims right from the beginning will save you time and money, and protect your reputation

Top tips to getting environmental claims right:

Make sure that you under stand the difference between var ious definitions , suc h as sustainabi ity, Eco designed and carbon footpr int Our free net zero guidance on businesscompanion co uk can help you

• Make sure that ever y green c laim you make can be bac ked up by evidence

As a professional you may know the meaning of green terminology suc h as ‘susta nable’, ‘environmentally fr iendly’ and ‘net-zero’ but most consumer s don’t Consumer s will apprec ate an explanation of how and why your product or ser vice is green and t will help you comp y with the green c laims code

•

•

Riso Gallo - Sensationally Sustainable!

Riso Gallo is the first international rice brand to have produced its rice from sustainable agriculture , making their premium best-selling risotto completely sustainable from field to fork

Established in 1856, Riso Gallo is the oldest Risotto rice producer in Italy and has been delivering its premium rice to consumers around the world for over six generations

Known to many as Italy’s first choice , Riso Gallo is one of the longest sur viving rice companies in Italy and is still growing A family run business, it is now in it’s 6th generation

The company has uniquely created its own Circular Economy within it’s rice production collaborating with

innovative star tups to give new life to the by-products of the rice mill which produces the delicious range of rices of the Riso Gallo Brand

Rice House is an Italian initiative in which the secondar y materials in rice cultivation are used to build ethical houses

Rice by-products are even used by Mogu in a range of designer furniture production

The Albini Group to develop a process of ‘Off the Grain’ dye for fabric When the Nero (black) rice is processed for the food industr y, the by product of the deep grape coloured water is used as a natural dye

All Riso Gallo plastic vacuum packaging is now suitable for recycling following the launch of a new eco-sustainable , low environmental impact plastic Riso Gallo are the first company to adopt this sustainable packaging The Gallo Risotto Traditional, Arborio, Carnaroli, and the Carnaroli Rustico are now in packs using FSC cer tified cardboard outer to protect the grains

Riso Gallo is committed to reducing and monitoring greenhouse emissions and uses energ y from renewable cer tified resources www risogallo co uk

Designed for the fast food industr y in response to the demand for quick to install, reliable and lower carbon hot water, FUSION from commercial hot water specialist Adveco has fast become an award-winning leader when it comes to integrating low-carbon electric water heating into restaurants, pubs and cafés

Based around an electric boiler and specially designed ATSx cylinder (FUSION E), with the options of an air source heat pump and immersion heater, FUSION offers a range of pre-sized packaged water heating systems for restaurant, coffee and brewer y chains planning new buildings or a move from gas-fired systems to electrical alternatives in existing proper ties Compact and space saving, FUSION was conceived to address typical kitchen and washroom demands, no matter the water conditions, 24/7 for assured business operations

The FUSION T models offer a hybrid approach, employing an Adveco

Introducing Powerdown220: Leading the Charge in Energy Efficiency with Voltage Optimisation

Mitchells and Butlers Install 1,125 Voltage Optimisers

Are you tired of sky-high energy bills weighing down your hospitality business? Look no further!

Powerdown220 is here to improve your energy efficiency game with our cutting-edge voltage optimisation units

As the UK's leading specialist of voltage optimisation technology, Powerdown220 has earned its stripes by partnering with industry giants like Mitchells and Butlers the powerhouse behind beloved brands such as Harvester and Toby Carvery When Mitchells & Butlers sought to slash their energy expenditure and shrink their carbon footprint in line with their 2040 net zero target they turned to Powerdown220 to deliver this mission Why Voltage

In a groundbreaking undertaking, Mitchells & Butlers embarked on an extensive survey of their estate and a trial to prove the concept We identified a whopping 1 125 sites suitable for voltage optimisation This colossal project marks the largest multi-site initiative of its kind in the UK! With up to sixty Powerdown220 machines being installed weekly at the peak of the project, the impact is undeniable

But why voltage optimisation, you may ask?

Picture this: the average voltage supply across the UK stands at a staggering 242 volts However, all CE marked equipment operates optimally at 220

volts That's where Powerdown220 comes in Our state-of-the-art voltage optimisation technology effectively lowers incoming voltage from the National Grid, ensuring that your equipment runs smoothly while simultaneously delivering substantial savings of typically between 7-10%

Extensive Hotel Experience

We also have extensive experience within the hotel industry, working with leading groups and independent hotels such as Hilton Marriott Dakota, IHG and many more

Join the ranks of industry leaders who have embraced the power of voltage optimisation with Powerdown220 Say goodbye to excessive energy bills and hello to sustainable savings Elevate your business's performance and environmental stewardship with Powerdown220 today!

Contact us to learn more about how Powerdown220 can transform your hospitality business for the better.

‘‘I didn’t realise beforehand that this would be the biggest project of its kind in the UK, but that fact puts it all into perspective,’’ reflected Dale Fenton, energy manager at Mitchells & Butlers

The company was looking to invest in a technology that would deliver cost savings and improve its sustainability and found VO to be a technology that ‘‘ticked both boxes ’’

Diners Offered Allergy Lifeline Food Safety

A woman who developed a life-changing ser vice for allerg y sufferers after her friend was ser ved nuts, is hoping it will help save thousands of others

Juliet Moran, the founder of Allerg yMenu uk created the ser vice following an incident where her friend almost suffered a severe allerg y attack whilst on holiday

Whilst in Amsterdam, Juliet’s friend Kate informed the front-of-house staff about her allergies - including nuts

Despite getting the message across in both English and Dutch the first dish to arrive was Kate’s meal, rich in peanuts And, without thinking, she put her fork to her mouth about to take a bite

It wasn t until her husband pushed his arm across Kate and shouted ‘Stop!’, that she realised the dish could have sent her into an anaphylaxis shock

The restaurant had included nuts in Kate’s meal, despite being told that she was severely allergic

After speaking to her friend, Juliet realised this was a communication issue between front-ofhouse staff and restaurant chefs

She created a website and app to help save those suffering from allergiescustomers can now see which items on the menu they should avoid and which dishes are safe to consume

With the number of those suffering with food allergies on the rise , Juliet hopes Allerg yMenu uk will be a life-changing addition for those eating out

It also helps restaurants streamline their booking ser vices by flagging any allerg y issues before diners arrive

Juliet said: “I was out at a restaurant with friends including Kate who suffers with a nut allergy, and we were talking to the staff to make them aware of it

“We were having a few glasses of wine and chatting away when Kate put her fork in her food, about to eat it when her husband suddenly put his arm

Kafoodle: Simplifying Allergen Reporting for Safe, Reliable Dining

YOUR PARTNER IN ALLERGEN SAFETY AND COMPLIANCE

In the bustling world of food ser vice , where safety and efficiency are paramount, Kafoodle emerges as your indispensable digital par tner in allergen management and compliance Our cutting-edge kitchen management software simplifies the complexities of ser ving food safely and provides a single source of truth across the business ensuring your customers well-being and your peace of mind

DETAILED ALLERGEN INFORMATION AT YOUR FINGERTIPS

Understanding the critical impor tance of accurate allergen information, Kafoodle’s system begins with an extensive and detailed ingredient database This robust foundation allows for the creation of recipes and menus, automatically presenting associated allergens, nutrition and costings Whether you are a hotel, restaurant, pub or any food establishment, you can ensure each dish ser ved is safe for your customers with the use of our intuitive platform

DIGITAL MENUS AND INNOVATIVE LABELLING

Kafoodle extends beyond the kitchen to your customers’ hands To prepare your establishment for Owen’s law, we provide you with branded digital menus which seamlessly integrate with the backend of your ingredient

database Accessible via a simple scan of a QR code , these menus allow guests to filter dishes based on their dietar y needs, ensuring a safe and enjoyable dining experience for ever yone And for grab-and-go, you can make bespoke allergen and nutrition labels complying with the latest food allergen safety regulations, including Natasha’s Law, in less than 5 minutes

EFFORTLESS UPDATES, REDUCED HUMAN ERROR

Kafoodle’s system is designed to eliminate the risk of manual entr y errors Ingredients, recipes, and allergen information can be updated across all platforms with just a few clicks, saving you time and reducing vulnerability to human error This automatic synchronisation ensures that your customers can always access the most current and reliable information

JOIN THE REVOLUTION IN FOOD SAFETY

Ser ving food safely and reliably has never been easier with Kafoodle Our comprehensive solution protects your customers and streamlines your operations, allowing you to focus on what you do best: creating exceptional culinar y experiences Embrace the future of kitchen management with Kafoodle , where safety meets efficiency Visit www.kafoodle .com or see the adver t on this page for details

over her and shouted ‘Stop!’

He’d realised the restaurant had put nuts in her dish

“I was really taken aback about how serious it was and spoke to her about all these problems and came to the conclusion that it seems like a communication problem between the front of house staff and the restaurant chefs

Most businesses already have a char t with all the allergen information onbut we ve found that the real problem is that the chefs aren t communicating with the front of house staff about what exactly is in the food

“But putting the allergens into a proper computer system and giving the information directly to the consumer who downloads the app or looks on our website can instantly see what food substances are in their dish

“Ever ytime I speak to users of our ser vice , their only frustration is that not ever y restaurant is on it I created this app to help solve this problem - and I’m doing this because I think it can help people out like my friend Kate ” https://allerg ymenu uk/

Are You Natasha’s Law Compliant? Many Still Aren’t

It s been more than two years since Natasha s Law came into force but there s evidence that many food businesses are still struggling to comply with it

The law, known formally as the Food Information (Amendment) (England) Regulations 2019 means all businesses in England that produce pre-packaged for direct sale (PPDS) food to customers on site must label food clearly with information on potential allergens present These need to stand out so a customer can tell at a glance what they re about to eat A 2023 study carried out by Erudus, the market leading source of accurate allerg y, nutritional and technical product data, found that more than half (54%) of 116 PPDS products sampled still failed to meet the requirements by accurately declaring the presence of allergen ingredients on the labels

The repor t also revealed the most common reasons for non-compliance in the sample In a quar ter of cases, no information at all had been placed on the packet, a third failed to list ingredients, two fifths didn’t emphasise allergens and a third featured illegible information

Incorrectly labelled PPDS can not only put customers’ safety at risk, but those who don’t comply also face the possibility of large fines of £5,000 per instance and reputational damage , with longer-lasting

consequences for customer numbers

The right tool for the job

One way to achieve compliance with Natasha’s Law reliably and efficiently is by adapting your labelling processes

Small businesses have historically opted to handwrite their labels but these are time-consuming and risk poor legibility

Pre-printed labels from an external supplier is one alternative , but can lack flexibility and prove costly as any changes or additions to a product’s ingredients will mean ordering a new run of labels and potentially throwing away unwanted bulk-printed batches

An on-site printing solution avoids these issues

To help business of all sizes comply efficiently integrated packages are available that bundle a label printer with easy-to-use menu-management software These make it simple to keep your labels up to date as you make changes to your menu and multi-site solutions are available for those businesses with more than one outlet

If you ’ re looking for a compliant labelling solution, a Brother printer can help make it easy, whether as a standalone device or as par t of a turnkey menu-management system from one of our par tners To find out more , go to brother co uk/food-labelling

Victus Emporium

Victus Emporium is a family run wholesaler of speciality foods, working with ar tisan producers from across Europe

With over 35 years ’ experience in the hospitality and retail sectors, our passion for exceptional ingredients and food products runs deep within the families roots

We aim to supply unique high quality products from across Europe that have a point of difference and can compete on price and ser vice An enormous amount of time is invested contacting suppliers and researching the market, so we can have the upmost confidence that our products are the best

Chef's Buyer's Guide

Aneto Broths is one such company who have a range of outstanding products

Aneto Broths are made just as you would in the kitchen Using only the best freshest quality ingredients Aneto Broths are 100% natural and do not include any additives concentrates preser vatives or flavourings Just great tasting fresh natural ingredients

For example , the vegetables are bought from social cooperative and the chicken stock has full animal welfare cer tification Products with this label will come from animals raised on farms where four basic principles of animal welfare are employed; feed, housing, health and animal behaviour is assessed

In addition to this, 87% of the packaging, including the cap, is made of plant-based materials thus reducing CO2 emissions by 18% compared to the same packaging with fossil plastic

For more information on Victus Emporium and our wider range or if you wish to place an order please see our website www.victusemporium.co.uk or email info@victusemporium.co.uk or call 01172 421669

Twister Fries ‘No Nacho’ Mexican Sharer

•

•

For fresh menu inspiration with nostalgia, elevate your food offer with a twist!

Including a different potato shape will increase variety and liven up your menu without adding effor t in the kitchen

Lamb Weston invented the original Twisters in 1983 using a patented knife to create the curly shape Since then, Twisters have ALWAYS been cut from whole potatoes and are NEVER reformed, giving more taste , better flavour and more natural goodness Twisters offer a high innovation value , meaning you can provide an exciting loaded fries option or ser ve them alone and capture the imagination of a nostalgic classic for consumers Children and young families love the fun and enter tainment that Twisters provides and as an affordable snacking option, it shows that treats don’t have to be expensive

Lamb Weston’s

Day, and one that we still celebrate each year on October 17th Stephane told us how he loves to use

vanilla paste at Rick Stein’s Seafood Restaurant in Padstow Ever since then, we ’ ve made a point of keeping in touch with our chefs and sharing their stories with our followers and all those who suppor t our Campaign For Real Vanilla ”

LittlePod’s research shows professional chefs find the company ’ s vanilla paste easy to use , with the recyclable aluminium tube proving good to handle in the kitchen environment, and the versatile product’s consistency aiding por tion control and reducing wastage

“Convenience quality and affordability combined – it’s a no-brainer ” said Jamie Rafter y The Holistic Chef who uses LittlePod vanilla in the plant-based dishes he creates in his kitchen in Thailand

“I love using LittlePod; ever y chef should have it,” added Peter Gor ton, Master Chef of Great Britain “It’s so versatile and saves so much time without compromising on quality ” Like to find out more and share your LittlePod stories? Follow @little pod and their #CampaignForRealVanilla on Instagram or visit www.littlepod.co.uk

The Scotch Whisky Association (SWA) has released global expor t figures that show the value of Scotch expor ts topped £5 6bn in 2023

The equivalent of 1 35bn 70cl bottles of Scotch Whisky were expor ted last year equating to 43 per second

The figures, released today, show a decrease on 2022 expor ts for both volume and value , which the industr y says was a “bumper” year for expor ts as global markets reopened and restocked following the pandemic , as well as the full reopening of global travel retail The 2023 figures represent a more normalised depiction of the current state of global expor ts, with robust growth on pre-pandemic numbers Expor ts of Scotch Whisky have risen by 14% in value compared to 2019, with a 3% increase in volume However whisky bosses have also warned that 2023 posed “significant” challenges for the sector both at home and in a number of key markets, warning that maintaining these numbers without more concrete government suppor t in the coming year could hamper longer term growth

As in 2022, Asia-Pacific continued to dominate as Scotch Whisky’s largest regional market by value in 2023, suppor ted record value expor ts to China, a market up 165% on 2019, and value uplifts Singapore (19%) and Taiwan (8%) Premiumisation of Scotch Whisky remains a driver in these key markets: single malt Scotch Whisky continued to rise in popularity among a growing cohor t of consumers, with double digit growth in China and Singapore on 2022

G&Tea - Adventurous Spirits

from strength to strength

The full range from G&Tea can be seen on their website www,gandtea uk or at stand H44 at the ExpoWest event in Wadebridge in March

Europe remained a key expor t region for Scotch Whisky for both volume and value , with France once again becoming the industr y ’ s largest volume market – a position briefly held by India in 2022

Expor ts to India fell in volume and value compared to 2022, the fall coming against a backdrop of ongoing UKIndia FTA talks and the Scotch Whisky industr y ’ s calls for a trade agreement which lowers the 150% tariff on Scotch impor ts into India, which would lead to significant expor t growth to the market

The United States, which has long been Scotch Whisky’s biggest market by value , saw a sector-wide fall in expor ts of 7% compared to 2022, and 8 5% on 2019, to £978m Industr y figures say that these numbers are reflective of global economic conditions and rising living costs for consumers in the US, which remains a dynamic , competitive market for whisky, and the wider spirits categor y Last year saw companies manage stock levels within market following restocking in 2022 and the industr y expects the shor t-term expor t dip to realign over the course of 2024 However, the SWA has also warned that 2024 marks a halfway point for the five year removal of tariffs on single malt Scotch Whisky which were imposed in 2019, and has urged the UK government to press for longer-term tariff-free trade for Scotch in its talks with the US administration

The expor t figures come a month on from the industr y ’ s latest economic impact repor t, which showed that the contribution of the Scotch Whisky sector to the UK economy has reached £7 1bn annually, suppor ting 66,000 jobs across the UK

Mark Kent, Chief Executive of the Scotch Whisky Association said:

“Scotch Whisky has once again shown its expor t strength despite significant challenges across a volatile global trading environment The figures demonstrate that Scotch Whisky brands and distilleries are investing in their teams, their tourism offering, their long-term sustainability and their global presence to ensure that Scotch continues to be the world’s favourite whisky

“We know that the Scotch Whisky industr y is remarkably resilient as we look at these numbers against the backdrop of rising costs for consumers and businesses, but the figures are a reminder once again that the Scotch Whisky success stor y cannot be taken for granted We need to see more tangible suppor t from government both at home and in our priority markets in order to continue to grow our expor t numbers and the resultant investment, employment and economic benefits that come with that

UK Government Minister for Expor ts Lord Offord said: “Scotch Whisky is a major UK expor ting success stor y contributing billions of pounds to the economy and suppor ting thousands of jobs

“We want the UK to be an expor t-led economy and reach a trillion pounds of expor ts a year by 2030 It’s fantastic to see whisky expor ts in 2023 continuing to outperform pre-pandemic levels as businesses take advantage of our free trade deals and expand into new markets around the world

The seed of Rum and Reggae was born from our love for tunes and of course , rum Blending the sunny sounds of reggae with our renowned rum punch was a no-brainer and we knew this experience needed to be shared Venturing out, we hit the road to spread the Rum and Reggae joy at festivals and food events And guess what? People loved it!

From punch to product, we crafted our signature ‘serious rum ’ a 40% abv golden tipple that shines in cocktails and pairs perfectly with your favourite soft drink Our initial success paved the way for our next creation: a rum infused with honey sourced from rescue bees

As the buzz grew, our reach extended to pubs, clubs, restaurants,

and bars, revealing a demand for our rums with a difference Our brand's visuals are a burst of excitement – simple fun and full of colour they effor tlessly capture the hear t of Rum and Reggae whilst drawing in customers with their vibrant charm

Continuing our flavour journey we recently released two new tantalizing rums – mango and coffee With rave reviews already pouring in, you can be sure that even more innovative flavours are in the pipeline Stay tuned!

Now ready to spread sunshine nationwide through the hospitality trade See our adver t on the front cover for fur ther information or call 01428 641884

A Special Offer from Pergola

Pergola are thrilled to announce the upcoming launch of two innovative products that are set to redefine the canned cocktail experience Crafted with care and precision, our new fizzy tequila-based cocktails are not only allergen-free and preser vative-free but also boast unique flavor profiles that are sure to tantalize the taste buds of your discerning customers

Introducing Our New Offerings:

1 Margarita with Mint and Yuzu:

Embark on a flavor journey with our Margarita, infused with invigorating mint and the exotic zest of yuzu This zing y and refreshing concoction combines the classic allure of tequila with a modern twist, making it a perfect choice for those seeking a vibrant and revitalizing beverage experience

2. Tequila and Tonic - Cinnamon and Vanilla Flavoured:

Prepare to be warmed from the inside out with our Tequila and Tonic a pioneering creation that brings together the comfor ting notes of cinnamon and the subtle sweetness of vanilla This innovative blend offers a delightful balance of flavors, providing a unique drinking experience that is both comfor ting and invigorating

Why Choose Our Products?

• Allergen-Free & Preser vat ve-Free: Ensure peace of mind for your customer s with our c lean label coc ktails Innovat ve Flavor s: Stand out from the crowd with dist nctive flavor combinations that are sure to captivate

• Conven ence: Stream ine your bar operations with readyto-ser ve canned coc ktails that maintain the integr ity of fresh y crafted dr inks

• Ver satility: Appeal to a diver se c iente e by offer ng two distinct flavor profiles that cater to different preferences

Special Launch Offer :

To celebrate the introduction of these exciting new products, we are extending a special launch offer exclusively for our valued par tners Place your order by 28/02/2024, and enjoy competitive pricing that will elevate your beverage selection while maximizing your profitability

Get Ready to Elevate Your Beverage Program:

To secure your supply of our Margarita with Mint and Yuzu and Tequila and Tonic with Cinnamon and Vanilla simply reach out to us at rahul@pergoladrinks.com. Whether you ' re interested in sampling our products or have inquiries about marketing suppor t, our team is here to assist you ever y step of the way

We are confident that our allergen-free preser vativefree fizzy tequila cocktails will be a hit at your establishment, providing your customers with an unforgettable drinking experience

Cheer s to success and innovation!

Spirits and Mixers

Renais - Cultivated in France, Distilled in England

Luxur y gin brand Renais, founded by Alex and Emma Watson, promises to bring an elegant taste of Nor thern France’s wine region to the UK Renais has a contemporar y palate , bright tasting notes of minerality, fresh citrus, white grape , garden herbs juniper and flowers Distinctive and luxurious, it has been inspired by the people , produce and provenance of two iconic regions within Nor thern France Renais is a bold and vibrant gin, with an incredible stor y and flavour

Watson family, where Alex and Emma spent the summers of their childhood at their family’s vineyard Domaine Watson, which their Father has operated for over 30 years Following their family passion for winemaking, and Alex’s histor y of working for over a decade in the drinks industr y they founded Renais gin

When creating Renais, Alex and Emma wanted to ensure the spirit was as sustainable as possible Their unique production process begins with sourcing and distilling upcycled French pressed wine grape skins and lees including some sourced from Domaine Watson, which are by-products of the distilling process Renais is distilled in small batches, and combined with Kimmeridgian stone maceration which the region is famed for The liquid is elevated with hand-picked pressed organic grapes, sourced from Nor thern France’s finest Grand Cru vineyards and other all natural botanicals including linden flowers, cubeb berries and acacia honey

a

botanicals Renais is a product of two generations of the

Mutiny Island Vodka was created by award winning chef Todd Manley in

In

See the adver t on this page for details

‘exceptional spirits that set the standard in their categories’

Founder Todd Manley said Breadfruit with its rich histor y and legacy, provided us with the type of vodka that we knew would be true to the island Hand crafted Mutiny Island Vodka retains the character of the island and the breadfruit from which it is distilled’

We strive to bring the rich, tropical experience of the U S Virgin Islands to consumers around the world with the world’s first and only island vodka made from breadfruit

All natural ingredients come together for a silky smooth, versatile vodka and infusions that speak for themselves

www mutinyislandvodka co uk

Pergola

Introducing Our New Offerings

Marg arita with Mint and Yuzu

Embark on a flavor journey with our Margarita, infused with invigorating mint and the exotic zest of yuzu

Tequila and Tonic - Cinnamon and Vanilla Flavoured

This innovative blend offers a delightful balance of flavors, providing a unique drinking experience that is both comforting and invigorating

www.pergoladrinks.com

38 CLH Digital Issue 201

Say Goodbye to Plastic Lids Expowest Cornwall Preview

Join Us at Expowest Cornwall in March!

Drinks

In and food ser vice Its unique aqueous lining ensures no leaks or sogg y cups and even if the cup goes to landfill there will be no trace in under 6 months and ZERO negative impact on the environment The South West counties have the largest combined coastline in the UK and we know first hand the issues the single use plastic and increasing tourism waste can create on our beaches and wildlife It's time to make a change! Say Goodbye to PLU lined cups and plastic lids and say Hello to The Good Cup Visit No More Lids and Swift Catering Supplies at Stand H41 to find out more

Spring is nearly here which means that so is the Expowest Cornwall trade show! Taking place on Wednesday 6th & Thursday 7th March at the Royal Cornwall Showground in Wadebridge , it’s the region’s truly essential hospitality and catering trade show Whatever type of food or drink business you run, small or large , you ’ re invited

Over 160 exhibitors will be bringing you ever ything from the latest food offerings to the newest drinks, the best in business ser vices, sundr y supplies, catering equipment food ser vice and much more besides It’s your annual oppor tunity to get all the products your business needs for the year ahead, and to keep up with the ver y latest trends and innovations After all, you can t see , touch and taste on the internetthere's no substitute for meeting producers face to face and tr ying their products in person!

LWC Drinks, the UK’s largest independent drinks wholesale , will once again be bringing a wide range of drinks to the show There’s a world of wine , with vineyards represented from all over Europe and beyond to Australia and Argentina Tr y the latest beers and ciders from the likes of Healey’s, Skinner’s, Budweiser, Carlsberg UK, Thatchers, Asahi, and Beaver town Taste a whole range of spirits, with exhibitors such as Bacardi-Mar tini, Tarquin’s Cornish Gin, Diageo, Campari Group, and Pernod Ricard UK Looking for mixers or soft drinks? They will have those too, with companies such as Belvoir Farm Drinks, Fever-Tree , Frobisher’s Juices, Coca-Cola Europacific Par tners Luscombe Drinks and Navas

New for 2024 LWC has signed an exclusive distribution par tnership with ‘Forged’, the highly acclaimed new stout brand created by UFC double champion Conor McGregor Tr y it at the show!

Back bigger and better for 2024 is the area in the show built around T Quality the national fish and chip shop supplier and fast-food wholesaler This year you can taste and test products and equipment for your business from companies such as: Ask Packaging, Blenders, Heinz, Ice Stone Supplies (T Quality Desser ts), Kerr ys Foods (Goldensheaf), McWhinney’s Sausages, Meadow Vale Foods, Oil Chef, Pacific West, Pukka Pies, and Hopkins There are also many other suppliers to takeaways to be found throughout the show

This year, for the first time , Expowest Cornwall is delighted to be working with Cornwall Gateway CIC , which is a dedicated initiative established to foster the growth and scaling of Cornish food and drink producers Committed to suppor ting micro and emerging ar tisanal businesses they provide a platform for these enterprises to showcase their unique offerings and connect with a broader audience

As well as stocking up for the seasons ahead, you can catch up with colleagues suppliers and customers as well as making essential new contacts Many exhibitors at the show will have exclusive show offers for visiting buyers, including discounts, free deliver y, free POS items, and deals on ser vice packages It’s a great oppor tunity to get yourself a deal and increase your profit margins! The show is easy to reach and well signposted from ever y direction What’s more , there s ample free parking within an easy stroll of the show Expowest Cornwall really is the show that has it all covered!

Foodservice Distributors

striving to offer the highest quality fresh produce along with the best possible ser vice , Dole offers national distribution through our fleet of more than 500 temperature controlled vehicles Through our unrivalled infrastructure of depots nationwide , we are uniquely positioned to deliver value to both national and independent customers - supplying both locally grown and globally sourced produce from the finest producers across Dole’s extensive supply base A strong, vibrant and accomplished business, Dole Foodser vice Cornwall is par t of the worldwide Dole group Please visit us on stand F28

Every Minute Counts!

Ostara Systems focuses on helping clients manage maintenance costs, especially in the F&B and Hotel sectors with clients such as Whitbread and Admiral Taverns

The Ostara System establishes a culture of paying for completed work using automatic cost calculations based on contractor rates and time on-site The Ostara Mobile App validates engineers' attendances to sites, while proprietar y Bluetooth technolog y can replace QR codes for more accurate data Fur ther cost control options include replacing fixed cost quotes with estimates based on agreed rates, time , par ts, and miscellaneous costs, acting as a ceiling for costs rather than a fixed amount This then works alongside the check-in and time on site processes cited earlier resulting in the client only paying for actual time spent and par ts used

Customizable authorisation rules allow for a flexible approval processes with single or hierarchical structures, based on a range of conditions At all authorisation statuses there is functionality for spend value comparison to a budget

However, it is clear to Ostara that it is not just client expenditure that proves costly, but also the client’s

Revolutionar y technolog y company, WaiterMate has launched the world s fastest and most efficient EPOS system Powerful and pocket sized it combines traditional EPOS functions with an integrated ordering system and payment processing functionality for speedier ser vice , a greater volume of sales and better tips

Designed for fast-paced hospitality venues including restaurants bars cafes, and nightclubs, WaiterMate allows customers to be processed at a minimum of twice the speed of traditional systems Ever y single waiter or waitress can ser ve customers and take payments at the same time No bottlenecks during peak periods No frustratingly lengthy waiting times No jostling for use of the till or card machine Just seamless customer ser vice , efficient ordering, and lightening quick payments from any location within the venue

WaiterMate empowers ever y waiter or waitress to ser ve their customers’ food and drinks noticeably quicker and to a higher standard With more accurate order placement, seamless table management, options to split the bill, take payment and print receipts, they have a full EPOS system

manpower An automated invoice validation process reduces the

in the palm of their hand Better ser vice means better tips and a better customer experience

With one client, WaiterMate helped their bar tenders set a record for revenue The venue was looking for a solution that could help its business to scale generate more profit and make life simpler for staff WaiterMate exceeded all expectations With the old system a bar tender generated a maximum of £1,500 wor th of sales per evening With WaiterMate , that increased to £2 700 It’s a truly revolutionar y piece of kit that is user-friendly and packed with functionality for customer-facing teams and managers alike

For those in charge of the bigger picture , WaiterMate doesn’t just ensure a faster rate of table turnover, and improved productivity front-ofhouse It’s also been precisely engineered to make complete venue management easier The robust interface comes with enhanced analytics and truly useful repor ts for easier staff management easier data-based decision making, improved ser vice quality and upgraded customer loyalty

This functionality is the brainchild of WaiterMate CEO, Lee Nazari “I

grew up in the hospitality business Today’s managers and waiters face a range of challenges WaiterMate is designed to help them succeed, by making life easier for staff to help with productivity and retention elevating the customer experience to encourage loyalty and providing easy access to data and repor ting for informed decision making

Multiple site management is also covered Each venue can be reviewed independently or the whole proper ty estate brought together to see the bigger picture Those in charge have complete control and oversight of performance in real time or retrospectively

Compatible with online ordering, WaiterMate integrates with UberEats, Deliveroo, Just Eat, App 4 and Deliver y Hero straight out of the box Payments can be processed via Google Pay, Apple Pay, Visa or MasterCard and payment processing fees are almost 1% lower than popular alternatives There’s no need to juggle multiple complex platforms and no challenging accountancy tasks Ever ything needed is readily accessible from the pocket-sized device

To find out more , visit: https://waitermate co uk

View the video: https://www youtube com/watch?v=WX mjBK7bDc or follow on social @WaiterMate

Because travel is an inherently human-centric experience , tourism and hospitality companies have been somewhat sceptical of the impact of AI in the travel industr y But the sentiment is shifting AI models are ver y efficient at analysing data and the travel industr y has deep data troves By using algorithms for advanced data analytics industr y players can reach more customers, elevate ser vice levels, tap into new revenue channels, and increase operating efficiencies Let s take a look at how this revolutionar y technolog y is already making waves in this sector

DEEPER CUSTOMER INSIGHTS

Machine learning (ML) and deep learning (DL) algorithms can trawl millions of data points in provided datasets to uncover new correlations, trends, and similarities In shor t, AI and ML both enable advanced customer segmentation sentiment analysis and behaviour forecasting Hostelworld, for example , successfully uses machine learning for sentiment analysis and marketing campaign optimisation By combining the analytical and predictive powers of ML, Hostelworld managed to increase its click-through rate (CTR) for email campaigns by 86% and its email open rate by 12%

CUSTOMER SUPPORT

Thanks to natural language processing (NLP), algorithms can easily

understand text-based commands and different contextual clues to better deal with incoming customer requests At the most basic level, AI can help classify and prioritise customer suppor t cases or look up relevant information for agents More advanced AI use cases include end-to-end customer issue resolution, voice-based suppor t bots, and customer suppor t

AI in tourism can increase suppor t staff productivity by 20% to 50% or more Airlines like Cathay Pacific already handle 50% of their customer care chats with Gen AI assistants allowing human agents to focus on more complex tasks

GEN AI TRAVEL AGENTS

ChatGPT has turned out to be a ver y capable travel agent Unlike the early generation of chatbots, which were mostly driven by pre-programmed rules, a generative AI (GenAI) travel agency or travel assistants have more wits and can perform a greater reper toire of tasks GenAI chatbots can analyse and summarise content from a wide variety of sources to reply to different user queries and create personalised travel itineraries on the fly From finding a room with the right amenities to booking group transpor tation and choosing add-on activities that align with an individual’s personal preferences, GenAI makes it happen seamlessly

On the back end, conversational systems can also interact with other tech systems: they can exchange data, look up information, update records, etc A GenAI concierge can automatically handle a wide range of tasks, from guest self-check-in to ordering late-night munchies and upselling some neat ser vices in between

At Virgin Hotels, guests are greeted by Lucy an in-app vir tual assistant Lucy functions as a contactless mobile key to access the room and can automatically adjust the lights, thermostat, and TV It’s also the one to ring up for room ser vice or ask about any details regarding the stay Lucy is a capable concierge because it integrates directly with: Virgin’s proper ty management system (PMS), which contains data about guest bookings; a point of sale (POS) system used for managing food and beverage operations; a smar t system for controlling ever y appliance in the room; and guest

management software , which automatically generates checklists for staff based on guest requests Thanks to such deep integrations, Lucy can perform a wide range of tasks across all Virgin proper ties and retain guest preferences for better experience personalisation

HYPER-PERSONALISATION

Due to robust classification capabilities, GenAI travel apps can offer real-time personalised travel recommendations by identifying and continuously tracking new patterns in data representing customers’ purchase intentions, stay preferences, and general travel interests Similar to Netflix, such algorithms can churn out hyper-personalised travel offers based on customers’ past trips, known room preferences, and data from third-par ty sources

Accor, for example , uses an AI-powered customer-relationship management (CRM) suite with some 400 customer attributes to run deep segmentation and personalise customer communication According to the company ’ s CDO Alix Boulnois, the solution generates a significant uplift in sales, with revenue from emails increasing threefold

ETHICAL CONSIDERATIONS

As we navigate this evolving AI landscape our collective focus should be on responsibly utilising AI’s capabilities, ensuring it enhances rather than replaces human endeavour while adhering to the highest ethical standards

EU GDPR and AI Act-compliant systems can increase user trust and safety, as these regulations ensure robust data protection and ethical AI practices Luckily, there are several methods of making AI compliant with GDPR GANs, XAI, federated learning, transfer learning, and differential privacy can all help develop a GDPR-friendly ar tificial intelligence system Par tnering with a technolog y consultancy with exper tise in AI can help ensure a responsible AI system guided by a strategic approach is implemented

In the bustling landscape of the UK outdoor furniture industr y, valued at £650 million, the ebb and flow of consumer preferences are intricately tied to the ever-changing weather conditions Central to this dynamic is the link between supply and demand for items like picnic tables and children's picnic benches These essential pieces of outdoor furniture become not just functional elements but witness a surge in demand during periods of good weather

As the outdoor furniture market anticipates an annual growth rate of 2-3%, the influence of weather patterns on consumer behaviour becomes increasingly evident The Met Office , in a revealing study, underscores the undeniable influence of sunshine and warm temperatures on consumer spending habits The climax of this impact is remarkable , with outdoor furniture sales soaring by an impressive 70% during periods of good

weather Conversely, the subdued months during rainy spells reverberate through the market, evident in the 2019 downturn where UK retailers faced a substantial £200 million dip in sales with outdoor furniture , including the beloved picnic benches, bearing a significant drop In the hear t of these market dynamics stands MG Timber a specialist in the realm of high-quality wooden picnic tables Each masterpiece is meticulously crafted from top-tier timber, not merely as outdoor furniture but as a seamless blend of functionality and aesthetics MG Timber s picnic tables stand as beacons of durability, weathering the changing seasons while elevating outdoor spaces with timeless elegance Dive into our expansive range today and discover the perfect complement for your outdoor haven, where ever y piece becomes a par t of the evolving narrative of the out-

In the fast-paced world of adver tising, businesses are constantly on the lookout for effective solutions that deliver immediate results without draining their budget Enter HFE Signs a company that has revolutionised the adver tising game with its high-quality banners and online librar y These banners are not just any ordinar y form of adver tisement; they are a dynamic and impactful way to grab attention, convey messages, and drive action instantly This ar ticle delves into why HFE Signs banners are considered the best form of adver tising for businesses seeking immediate impact

vibrant and visible come rain or shine The use of high-resolution printing technolog y guarantees that ever y banner is a visual feast with crisp clear images and bold readable text This quality translates into unmatched visibility making HFE Signs banners a magnet for potential customers' eyes

ONLINE BANNER

LIBRARY

UNMATCHED QUALITY AND VISIBILITY

HFE Signs has earned its reputation by providing banners that stand out for their superior quality Crafted from durable materials, these banners are designed to withstand the elements, ensuring your message remains

The

HFE Signs online librar y for Pub & Hotel Banners promotional ideas is a treasure trove for businesses seeking innovative and effective adver tising inspiration This comprehensive resource is meticulously curated to showcase a wide array of banner designs, themes, and messaging strategies, catering to various industries and promotional events Whether you ' re aiming to launch a new product, announce a special sale , or elevate brand awareness, HFE Signs' online librar y provides a wealth of creative con-

At Roché

cepts and practical tips to maximise the impact of your banner adver tising All designs can be tailored to your specific requirements at no additional cost!

CUSTOMISATION AT ITS BEST

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RAPID TURNAROUND TIMES

In today’s fast-moving market, timing can be ever ything HFE Signs stands out for its rapid production and deliver y times, ensuring that businesses can launch their adver tising campaigns without delay Order your custom banner today for deliver y tomorrow! (weekdays)

COST-EFFECTIVENESS

Perhaps one of the most appealing aspects of HFE Signs banners is their cost-effectiveness Compared to other adver tising mediums that require ongoing investment, banners from HFE Signs are a one-time purchase that continues to deliver results long after the initial investment This affordability, combined with the banners durability and effectiveness, provides businesses with a

Catering Equipment Ltd

high return on investment, making it an attractive option for companies of all sizes and budgets With 8ft x 3ft banners priced at just £45+vat you really can’t go wrong!

PROVEN TRACK RECORD OF SUCCESS

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CONCLUSION

In the competitive landscape of adver tising, HFE Signs banners emerge as the clear winner for businesses seeking immediate , effective , and cost-efficient adver tising solutions With their unmatched quality, customisation capabilities, rapid production times, and proven success, these banners offer a compelling way to capture attention and drive business results As the demand for impactful and affordable adver tising continues to grow, HFE Signs stands ready to help businesses achieve their marketing objectives with its exceptional banners

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Visit www hfe-signs co uk or see page 3

website www kangaboxuk com

We are also leading suppliers of European manufactured Stainless Steel items such as Sinks, Gastronorms, Accessories and other products

capacities and attractive colours Kängabox are available in eight different designs and four different depths

The various gastronorm pizza ice cream and euro norm formats are available

Our Transpor t Boxes perfect for keeping food HOT or COLD whether delivering food, running an event or managing extra food production in the Kitchen Comprehensive product details can be found on our

In addition Catering Equipment Ltd are also the UK's largest specialist supplier of European manufactured gastronorm containers, ice cream containers, sinks, hand wash and restaurant equipment See our extensive range of products on our website clickonstore net Catering Equipment Ltd are a family firm that has been trading for almost 30 years Our commitment is to our customers you are the most impor tant people in our business

Our promise is that you can count on Catering Equipment Ltd to help you and that our team will do their utmost to ensure that dealing with us is a pleasant and wor thwhile experience Call the team on 0121 773 2228 now

A

then load the machine with the dir ties and push the button

Another bonus is that you only pay when you re washing when you are actually using the machine So if you ’ re not open one or two days a week, your dishwasher isn’t costing a bean

PPW is available on Winterhalter UC (undercounter) and PT (passthrough) machines, all of which, as well as delivering top notch results, have energ y and water saving features fitted as standard That means as well as getting superclean dishes and glasses, you’ll be reducing running costs There’s

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Kitchen Equipment and Fit-Out

The New DrainMinor C (Combi Oven Pump)

The

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Caterquip Ventilation Ltd is proud to be celebrating their 23rd Anniversar y this year This Warwick based company offers nationwide coverage for all your commercial catering needs: free site sur veys, quotations and designs (C AD), quality bespoke and standard fabrications, specialist knowledge of catering ventilation systems including input air, odour reduction (carbon filtration and ESP) and sound attenuation Affiliated members of Constructionline and CHAS, Caterquip Ventilation have a strong hold in the marketplace often advising industr y professionals on ventilation systems to a DW172 specification & BSEN:6173

They have strong relationships with all leading kitchen equipment suppliers, and they offer a kitchen design ser vice to help you build your ideal kitchen Projects under taken have included Olympic Villages, Basildon Hospital, The Mitre Hotel at Hampton Cour t,

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ar twork plants or architectural features This type of lighting requires three times as much light as the surrounding areas to create a focal point It is also impor tant to ensure the lights are independently controlled, as well as installing dimmer switches for each light source to allow for a wide variety of moods to be created throughout the day

Your lighting should reflect your brand stor y and hence you will want to use lighting made from the highest quality materials Not only will this enhance the overall atmosphere , but it will also improve perceptions of your brand, giving it individual flair At Industville , all our lights are handcrafted from quality sustainable materials such as pure brass or copper Investing in quality also means the lights will last longer and with energ y consumption levels likely to be high in hotels, bars and restaurants this is something to bear in mind Industville bulbs utilise eco-friendly, cost-effective LED technolog y making them both practical and stylish

If your hospitality establishment is for tunate to have an outdoor space , make sure you choose the same lighting style outside , as you have inside your establishment, for a coordinated and seamless look When used in the right way, lighting can be used to make stylish, thoughtfully designed spaces creating just the desired atmosphere whether it is for an informal alfresco lunch or a chic , bustling outdoor cocktail bar Thanks to technological advances, waterproof IP65 rated outdoor lighting designs are available in a wide range of finishes, fittings and styles meaning there is an outdoor lighting option to suit any outdoor space from modern, stateof-the-ar t hotel terraces to brick, wood, or traditional gardens

Welcome The Crowds With Flexible

Well at the end of a busy night it is, and for your hard-working customers it's essential that they have something welcoming, comfy, and attractive to rest their wear y bones Investing in new seating for your premises during unclear financial times can be a tough decision, but with small new bars, restaurants, cafes, and fast food establishments opening all the time , and with new trends appearing it might

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Property and Professional

How To Attract And Hold On To Hospitality Staff

By Jackie Bedford, CEO, Step Ahead (https://stepahead.co.uk)

Ever y new year brings new hopes for the months ahead But for the UK’s beleaguered hospitality industr y, can for tunes turn a corner in 2024?

Office for National Statistics (ONS) data for the tail-end of 2023 reveals there were over 121 000 unfilled vacancies in the UK accommodation and food ser vices sector Businesses are estimated to have lost £21bn in revenue as a result, according to UK Hospitality, with staff shor tages leading to reduced opening hours

Brexit, Covid and the cost-of-living have created a perfect storm for an industr y associated with long hours and low pay What can be done to put the wind of optimism back in hospitality’s sails?

The good news is that a reassessment of your recruitment strateg y can achieve a lot, as evidenced by Westminster Works

The first of its kind in the UK, this Westminster City Council funded initiative has seen industr y and recruitment exper ts work together to tackle the issues in the hospitality hotspot of Westminster, and secure better job conditions and prospects for workers

One year on, we have helped more than 220 businesses attract new staff and plug the gaps So, what are some key lessons learnt?

SAY GOODBYE TO THE CV

Firstly, relying purely on a CV is outdated – if you want to create a modernised workforce and attract the best possible talent you need to think beyond it

Open days provide a great oppor tunity to meet potential candidates, share the company culture , and get prospects excited about working for you

Make the most of digital tools and platforms like WhatsApp, which is proving to be a game-changer thanks to instant messaging voice and video features coupled with global reach

Ask an applicant for a video presentation and you will learn more about them than you would ever glean from a CV Pre-recorded inter views that enable candidates to answer an initial set of questions will filter out and achieve a final shor tlist quicker and better

However be sure to have a digital recruitment strateg y that aligns with your company values and goals in place first before going down this path

EMBRACE DIVERSITY

Widen your recruitment net if you re tr ying to plug staffing shor tfalls, and rethink your hiring requirements

and practices so that you have a diverse pool of potential candidates

Jobseekers without hospitality experience may not have the obvious CV credentials But they could provide the solution with the right training

Recognise all religious holidays for staff and highlight in job adver ts company attributes like an inclusive culture , strong focus on health and wellbeing, and flexible working models that offer a work-life balance

Job shares giving parents and carers flexible hours around childcare needs, or students like hospitality undergraduates will be popular

Educate and train managers on the impor tance of diversity – there are plenty of external resources and you can arrange inhouse workshops with specialist help

Why not consider a referral scheme for existing staff? Offer bonuses to workers who recommend job candidates from under-represented groups in the business as an incentive

Harness digital power with diversity recruitment videos and testimonials from happy staff to drive awareness and build endorsement

Celebrate staff achievements and encourage employees to like and share social media posts If they get behind your brand, they will do your recruitment marketing for you making you an ‘employer of choice’

TRAIN, SUPPORT, LISTEN AND ADAPT

Suppor t your team with flexible training shor t courses – like a Level 2 Cer tificate in Understanding

Excellence in Customer Ser vice for Hospitality – and on-the-job qualifications

In the case of workers who earn less than the London Living Wage it will make them feel valued while enabling them to progress to the new benchmark of £13 15 per hour

Arrange mental health and wellbeing courses to build on your reputation as a caring employer

Attracting hospitality staff is a challenge but retaining them can be an even bigger one So what can be done to encourage employees to hang around?

Paying staff higher salaries with the prospect of career progression is an obvious one As is devising rotas that ensure the same employee is not always working the graveyard shift

But there’s more to it Staff want to feel valued so discuss oppor tunities to progress early and clearly and provide the developmental suppor t to make it happen

Find out why staff are really leaving and what would make them want to stay Use a specialist recruitment agency to hold exit meetings that will garner essential, unbiased feedback to improve retention rates

Think also about creating a loyalty rewards system to encourage employees to stay

And if feasible consider a four-day week as well as apprenticeships to attract a new generation of workers who are ready and eager They will be needed for a new dawn in hospitality when it finally comes

Social

– fast While positive reviews can boost a business's sales and credibility negative reviews can have a detrimental impact on reputation and profit, but where exactly is the line drawn between opinion and defamation?

Since the dawn of the internet enabled people to share their unfiltered opinions instantly, venues have had to navigate the fickle world of online reviews Whereas websites, such as TripAdvisor, allow venues to easily monitor and respond to reviews, giving the oppor tunity to clarify or contextualise negative comments, the explosion of TikTok’s popularity makes this much harder Another barrier venues face is that it can be difficult to identify defamation when it occurs, because to meet the legal definition of defamation, the statement or statements have to meet specific criteria, the most important being that the statement must be untrue or greatly exaggerated While this may be stating the obvious to some when the review includes subjective statements such as ‘I didn’t like the taste’ as well as claims based in fact such as ‘the food was undercooked’ it can be more difficult to determine defamation from simple opinion and when pursuing a defamation suit it is crucial that the statements can be proven to be false

Secondly, venue owners must prove that there has been ‘serious financial harm’ caused by the claims This can be done by examining the revenue for a period of time before and after the review was posted, and comparing the revenue brought in Exactly how much financial harm has to be caused before it is considered serious ’ is ambiguous to allow for the wide range of venues in the UK What is considered ‘serious’ for a chain

venue with branches across the globe would naturally be different to an independent venue with only one location

Deciding how to deal with negative , online reviews can be challenging, as the impact is not always clear at the time A number of variables such as the number of followers an account has, the amount of traction it is getting – for example , has it gone viral? – what the content of the claims are , and what the potential consequences could be , should all therefore factor into the venue ’ s response Implementing a comprehensive action plan, with different responses based on different scenarios, will make it easier for a venue to decide an appropriate course of action

It's impor tant to note that in some circumstances the best response is to not respond at all, as it may add fuel to the fire – for example if the claims were more subjective , such as not liking the food, the account has few followers or there is little engagement Claims that are more serious such as detailing a specific incident at the venue where staff were rude may require a response online Finally serious claims that are getting a lot of traction, such as those around health and safety, may require a legal response , and venues should contact an exper t where appropriate

If it is decided that the claims require a legal response , it is impor tant to capture key details about the defamator y statements, such as exactly what was said, when it was posted

Protecting Your Licensed Premises From Insolvency

The Licensing Act 2003 which deals with the grant and preser vation of

ferred or an interim authority notice is applied for, the business will be trading without a valid premises licence and therefore an offence will be committed Many operators and insolvency practitioners are unaware that an ‘insolvency event’ causes a premises licence to lapse immediately

Following the ‘insolvency event’ there is a 28-day window within which to preser ve the premises licence This either requires the transfer to another active company or as a temporar y measure the application for an interim authority notice

Licences are not always held by companies, and it is still commonplace for an individual to hold a premises licence The ‘insolvency event’ in the case of an individual would be being made bankrupt, entering into a trust deed for creditors or entering into an Individual Voluntar y Arrangement (IVA) Licences also lapse upon the death of an individual licence holder or where the holder no longer possesses the capacity to hold the licence The procedure for preser ving the premises licence is the same a transfer must be made , or an interim authority notice must be applied for within 28 days of the insolvency event, loss of capacity or death

If a licence is not transferred in time , or if an interim authority is in place but the requisite subsequent transfer does not take place within three months the licence will be permanently lost Securing the grant of a new licence upon the same terms as the previous licence may not be easy or even possible Often, for example , if residential accommodation is in close proximity it is common for representations to be received from residents with concerns regarding the potential for public nuisance or crime and disorder

Insolvency is a time of uncer tainty and stress both for individuals and busi-

ness owners and it can be difficult to find the time to concentrate upon administrative tasks whilst tr ying to navigate other challenges Seeking advice from a specialist insolvency practitioner and a licensing specialist will ensure that steps can be taken to preser ve any premises licence and avoid the consequences, and potentially significant costs, of a loss of trade and the requirement for an application for a new premises licence

WHAT ABOUT LANDLORDS?

Landlords of hospitality premises can find themselves par ticularly vulnerable if a tenant holds a licence , but the landlord is not kept informed of an insolvency event Landlords can submit a ‘Notification of Interest’ to the Licensing