CLH Digital - Issue #202

Welcome to the latest issue of CLH Digital

EDITOR

Peter Adams

I suspect, like me , you will be glad when Chancellor Jeremy Hunt’s Spring Budget has been and gone It’s all I have written about these past few weeks!

Without getting “too political “ this really is a make or break budget, not only for the incumbent government but for the sector as well

Our lead ar ticle has pleas from industr y leaders, organisations and operators from multioutlet chain groups to single individual operators

The message is clear - take action to suppor t the sector or watch it wither on the vine

And by action we mean reduce the eye watering levels of tax the sector is hit with Yes, there are other reforms the sector badly needs, but presently taxation is the major issue that forced many once profitable and impor tant community businesses to close

In his for thcoming spring budget, the Chancellor must listen to the appeals from the sector who are calling for a raft of measures to suppor t the sector and prevent fur ther closures

I think we are all in agreement that one of the key demands is a cut in hospitality VAT to 10% or 12 5%, as it was during the COVID-19 pandemic This has nothing to do, in my opinion with the current economic crisis A VAT reduction has been in force with many countries around the world and in par ticular EU countries for years Their governments had the foresight to see that reducing value-added tax on leisure and hospitality would encourage people to spend more , create more jobs and create more revenue for the Treasur y

Unfor tunately we have never had a single Chancellor who has demonstrated that he or she has the same foresight

As we have often said, and as sector leaders have agreed, a VAT cut would provide much-needed relief for businesses struggling to recover from the economic fallout of recent years Additionally, the sector is urging for a reduction in employer National Insurance and a cap on business rates, which are currently unfair to the pub sector

These measures would go a long way towards ensuring the sur vival of many pubs and hospitality businesses in the UK, which have been hit hard by the pandemic and rising costs It is crucial to remember the value of pubs to local communities, as their loss can have a profound impact on the social fabric of an area

I grew up in a working class area which had several pubs All of which were valuable contributors not only to the local economy but to the community

I know times have changed now but these pubs “back in the day” had football teams pool teams, dar t teams, Christmas clubs, children s outings Sadly over the years many have closed and the ones that are still there are never taken for granted - they are cherished by the local community

That value extends far beyond their role as pur veyors of food and drink; they remain the beating hear t of communities up and down the countr y The closure of a local pub reverberates through its surroundings, leaving a void in social cohesion and eroding the fabric of neighbourhood life

If the Chancellor does not recognise the intrinsic wor th of pubs, he will, along with colleagues I suspect, be out of office sometime this year

The good news (and we really do need some good news), it is hear tening to see Staffordshire council order that Britain's wonkiest pub, the Crooked House , be rebuilt following a suspected arson attack and subsequent demolition

This demonstrates that developers cannot simply take matters into their own hands and ruin long-established pubs that ser ve their communities

We did repor t several years back a similar stor y of a pub being demolished in London and Westminster Council ordering that it be rebuilt The cynic in me at the time said “not a cat in hell’s chance”, however, The Carlton Tavern in Kilburn, London, originally completed in 1921, and illegally demolished in 2015 by Tel Aviv-based developer CLTX, which had failed to obtain the necessar y planning permission was subsequently rebuilt on the orders of Westminster City Council and reopened on 12 April 2021

So, this landmark ruling reaffirms the impor tance of protecting long-established pubs that ser ve as pillars of their communities

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

Final Plea to Chancellor - Act NOW to Prevent Further Closures

(CONTINUED FROM FRONT COVER) OPEN LETTER

Bosses from Burger King, Butlins, Accor Hotels, Stonegate Pubs and Merlin Enter tainments, have also urged for sector suppor t and are among the 112 signatories of an open letter calling for urgent action

In the letter, UKHospitality and business leaders highlight how rising costs, labour shor tages and the cost-of-living crisis has led to an unprecedented surge in closures, among high-profile names as well as local community venues

The letter coincides with new data that shows that 74% of consumers think hospitality needs and deser ves more suppor t from the government

The data from Zonal and CGA by NIQ also finds that 64% of UK consumers believe hospitality plays a vital role in their communities, indicating clear public suppor t for aiding the industr y at the upcoming Budget Signatories, which include restaurant operators, global hotel brands, pub groups and leisure parks back UKHospitality’s calls for the Chancellor to:

• Put a cap on business rates increases from Apr il 2024 at 3%: The Autumn Statement 2023 announced a signif cant 6 7% ncrease in the multiplier for ‘large proper ties’ This is likely to be more than double the rate of nflation when t comes into effect, putting fur ther upwards pressure on the headline rate We also urge the devolved Governments to pass on the relief in full

• Introduce a temporar y cut in the lower rate of Employer National Insurance Contr ibut ons to 10%: The sector suppor ts measures to create a higher-wage economy but the record increase in the National Living Wage will create major cost pressures for a labour-intensive sector like hospitality A share of the burden between Government and ndustr y would reduce the pressures on pr ice increases

• Review the benefits of a reduced rate of VAT for the sector to 12 5%: The UK’s current rate of VAT is uncompet tive nternationally and leads to higher pr ices Reducing VAT for hospitality and tour ism is a globally recognised tool to boost tour ism, suppor t employment and generate growth – while constraining pr ices

IRREVERSIBLE DAMAGE

UKHospitality Chief Executive Kate Nicholls said: “The sector’s message to the Chancellor is loud and clear : without fur ther economic suppor t at the upcoming Budget, we risk losing more of our institutions and doing irreversible damage to our world-leading hospitality sector

“Extor tionate operating costs are making it incredibly challenging to run a profitable business, so it’s vitally impor tant that this is addressed in order to ease ongoing cost pressures and protect businesses from the threat of closure

“This sector is one of the UK’s leading employers, providing work to more than 3 million people , and contributing more than £93 billion to the economy each year It not only deser ves the suppor t we are collectively asking for, but it needs it

“I sincerely hope that this letter suppor ted by leading individuals from across hospitality, will be enough to convince the Chancellor that his actions on 6th March will be make or break for many venues up and

down the countr y ”

64 MILLION FEWER PINTS SOLD

The British Institute of Innkeeping repor t that 3 in 4 pubs were not profitable in 2022, and those that did not make it through the year represent as much as £100m lost to local economies, almost 20,000 jobs, and a staggering 64m fewer pints sold

C AMRA’s Pub and Club Campaigns Director, Gar y Timmins, said: “Communities up and down the countr y are not simply facing the loss of pubs but also the jobs investment oppor tunities and social spaces those pubs create It’s easy to get caught up in the nostalgic idea of the pub as a British institution but the positive impacts they have on people’s lives is ver y concrete

“Government inaction is putting tens of thousands of businesses on the line , and it’s vital that the upcoming Spring Budget provides a 20% draught duty relief, the removal of unnecessar y red tape that currently prevents the sale of takeaway pints, and a VAT cut for hospitality ” Pubs, social clubs, brewers, cider makers and consumers urgently need cohesive leadership from the Government, not just piecemeal policy changes, and I hope these shocking figures are a catalyst for that shift ”

CANCEL COVID DEBTS

The Campaign for Pubs has also called for action to tackle sky high energ y bills and is also calling for a cancellation of Covid debt for pubs with outstanding and unaffordable Bounce Back Loans because the costof-living crisis alongside inadequate Government suppor t to compensate for the loss sustained by Covid lockdowns/restrictions, has meant that they have not been able to bounce back

Overall, the Campaign is urging the Chancellor to listen and to deliver a package of direct and targeted suppor t that will enable pubs and small brewers to get through this cost-of-living crisis:

• A VAT cut to at least 10% on all hospitality/on-trade sales for 12 months to benefit all pubs not just those that sell food or provide overnight accommodation

• Reduce the Flat Rate for VAT

• A cancellation of Cov d debt for pubs with outstanding and unaffordab e Bounce Bac k Loans

Fur ther and more meaningful action on energy bills for businesses

• Extension of zero business rates for the next fiscal year and a rev sion for 2024/25

• Extend business rates rel ef to small brewer s and producer s

Paul Crossman, Chair of the Campaign for Pubs and a publican in York said: The Chancellor must use this budget to finally take real action to help thousands of small business pubs and brewers that have suffered terribly through Covid and that continue to bear the brunt of the ongoing deep crisis affecting our sector

“It is inconceivable that the Government can remain in any doubt of the severity of the current situation for pubs breweries and hospitality as a whole , so Mr Hunt must now implement the targeted emergency measures required to preser ve as many as possible of our hardest hit small

businesses in order to protect livelihoods, supply chains and crucial local community facilities across the UK

We need action on VAT, business rates, energ y costs and persistent Covid debt all of which are currently conspiring with suppressed consumer spend amid to the ongoing cost of living crisis to close multiple SME pub and brewing businesses ever y single day

“On the specific issue of VAT we urge all UK publicans to sign our Campaign for Pubs calling for a VAT reduction for ALL pub sales, including alcohol, so that ever y precious community pub of any size can be helped during the current crisis, not just the large chain outlets that are able to offer food and accommodation

LISTEN AND ENGAGE

Dawn Hopkins, Vice-Chair of the Campaign for Pubs and a publican in Norwich said: “It is about time this Government listened to the people who really know what is happening to our pubs – the people who run them

“Publicans sur vived lockdowns and restrictions only to now be hit with a new crisis and now when we need targeted suppor t we are told beer duty changes will make all the difference – the reality is they will make none and do nothing to stem the rise in pub and small brewer y closures

“The Government must listen to and engage with publicans, the people who run our beloved pubs, not the lobbyists for the global brewers and pubcos And we need suppor t now, we need a VAT cut on all pub sales, including alcohol – our valuable and traditional wet led pubs should not be discriminated against as they were during Covid

“The lockdowns showed how much we missed our pubs, not just for drinking – alcohol was readily available online or from supermarkets during this time – but for socialising, for listening to live music , for watching spor t for celebrating and commiserating for community and a sense of belonging that is unique to British pubs, we cannot and must not let that slip through our fingers ”

INSULT TO INJURY

Phil Saltonstall, brewer representative of the Campaign for Pubs and founder of Brass Castle Brewer y said: Insult is added to injur y ever y time there is the fanfare of a tax measure ‘to save our pubs’ that in reality goes straight onto the bottom line of a few multinational macro-breweries, who in turn drive the ongoing demise of tied UK pub stock through underinvestment and exploitation of landlords

“As a brewer, I urge that much-needed genuine assistance to the hospitality sector not be mis-directed via alterations to alcohol duty Invariably large brewer y lobbyists win-out and alterations to the duty scheme provide them with yet another competitive advantage over SME brewer y businesses and no assistance to publicans

“The signs of a failed and anti-competitive , unchecked, ver tically-integrated, pseudo-monopoly cosy microbrewer/pubco hook-up are there for all to see , in the depressing daily statistics of pubs lost to their communities and small UK breweries entering administration If there is a plan to help hospitality, then it surely needs a rethink and this budget offers that moment

Celebrating International Women’s Day: Discover the Journey of Female Business Leaders in Hospitality

by Laura Cherrington, Director of Sales and Marketing at Billesley Manor Hotel and Spa (www billesleymanor com)

Throughout my career, I’ve been driven by a desire to be proactive and to build and nur ture relationships

7% according to latest 2024 research

Despite positive improvement, there are still areas that require attention to ensure that women feel they can strive for leadership roles With this year ' s theme of International Women’s Day being to ‘Inspire Inclusion’, it is impor tant to look at the hospitality industr y as a whole , and how this has developed over the years to encourage women to aim high

As the Director of Sales and Marketing at Billesley Manor Hotel I've navigated many challenges (and successes!) that mirror the journeys that many women in similar positions had to experience to get to where they are today

Despite an aspiration to pursue acting at an early age I found myself drawn to the industr y with my first role as a receptionist, before quickly rising to super visor

Following the arrival of my first daughter, I swiftly returned to hospitality where I explored the reser vationist role before finding my love for weddings and events It was in orchestrating couples' dream days that I found joy – there's something magical about being par t of such a significant moment in people's lives After being a wedding coordinator for many years, I then took another break to have my second child

Again returning to hospitality, I was given the oppor tunity as a sales manager, where I played a key role in helping the hotel I worked with at the time to win ‘Hotel of the Year’ in 2018 This was a huge achievement that I wouldn’t have gained without the oppor tunities provided by the industr y

The progression oppor tunities in this industr y are endless, rewarding those who dare to climb the ladder and gain knowledge along the way For me , the continuous growth oppor tunities have been both fulfilling and rewarding

In my role as a leader I thrive on the dynamic nature of each day and diverse challenges it brings As a natural people person, the oppor tunity to connect with colleagues, clients and guests fuels my passion for leadership

Despite this being a female business leader in hospitality hasn’t been without its challenges While my immediate peers are predominantly women achieving fair pay and recognition has long been an ongoing journey However I find solace in my achievements relying on the facts and figures to reaffirm my wor th in a male leadership dominated industr y Balancing the responsibilities of leadership with those of a wife and mother has taught me resilience and strength that I never knew I possessed

Reflecting on the inclusivity of the industr y when I first joined I can’t help but acknowledge the progress we ’ ve made While there’s still work to be done the presence of more female general managers is a testament to that change Yet as long as gender equality remains a topic of discussion there’s always room for improvement

To any woman considering a career in hospitality, I offer this advice: set your goals high and break them down into achievable steps The flexibility of this industr y allows you to pursue your ambitions while maintaining a fulfilling personal life And for those striving for leadership positions remember to earn respect through hard work and dedication – never shy away from getting your hands dir ty

As the industr y marks International Women’s Day, I’m reminded of the countless women who paved the way for me and the responsibility I bear to inspire those who will follow Together, we’ll continue to challenge norms, break barriers and car ve out a future where women in hospitality thrive

In what has been a hugely anticipated announcement the Craft Guild of Chefs has confirmed who will be the next Chairs of Judges in its leading culinar y competitions On Instagram earlier today, organiser of the competition, David Mulcahy revealed that Matt Abé, chef patron at three Michelin starred, Restaurant Gordon Ramsay is the new Chair of Judges for National Chef of the Year (NCOTY) Former NCOTY winner and head chef at the Falcon Hotel, Russell Bateman has been unveiled as Chair for the Young National Chef of the Year competition

Competition director and food innovation & sustainability director at Sodexo UK and Ireland, David Mulcahy commented: “The Craft Guild of Chefs prides itself on the rigorous judging process we have in the National Chef of the Year competition, and this is always strengthened by us selecting some of the most influential chefs in the UK to chair it We are delighted to welcome Matt Abé as our new NCOTY Chair and we know he will have a huge impact on the success of the competition To be able to put your dishes in front of a chef that has achieved as much as Matt has will be a huge honour for ever yone who enters ”

Over the last few weeks, Matt has been working with David to create the brief for this year ’ s competition

which they hope will entice some of the top chefs in the UK and Ireland to enter when the competition launches

Matt Abé, chef patron at Restaurant Gordon Ramsay said: “With Gordon being a former National Chef of the Year winner and having judged it previously myself, I know it’s a competition that is ver y much on most chef

BBPA Launches 2024 Manifesto for Brewers and Pubs in Parliament

The British Beer and Pub Association has launched their manifesto for brewers and pubs ahead of the upcoming General Election in the hear t of Parliament, with speeches from Minister and Shadow Leader of the House of Commons Lucy Powell welcoming the document and the role of brewers and pubs in Britain’s future prosperity

The speakers were joined by representatives of some of the biggest brewers and pub companies in the UK, alongside over 30 other MPs who were able to hear about the problems the sector is facing and the suppor t from Government it needs to thrive first hand

Alongside the BBPA’s pre-existing demands for lower beer duty, long-term business rates, and a 12 5% Hospitality VAT rate , the manifesto also called for providing incentives and tax relief for green investments an immediate review and holistic business impact assessment of the current packaging waste and collection reforms and more Esther McVey MP, Minister of State without Por tfolio said: “Brewing and pubs are some of the great traditions of our countr y Pubs are a vital space for communities, especially rural communities, to come together This Government has provided suppor t on energ y costs, business rates and beer duty, but we recognise con-

ditions are still tough

Lucy Powell MP Shadow Leader of the House of Commons said: “I am happy to be able to speak at this event, especially as I won the Parliamentar y Beer Champion award at last year ’ s All Par ty Parliamentar y Beer Group dinner We are committed to suppor ting this sector through reforming business rates, suppor ting apprenticeships, and through town centre regeneration ”

Emma McClarkin, Chief Executive of the British Beer and Pub Association said: “We have created this manifesto for Britain’s brewers and pubs to make clear to Political Par ties of all colours what this vital sector of the UK economy needs to grow and prosper Intelligent investment from Government in the nation’s pubs and brewers will allow them to keep investing in their people and the economy while continuing in their role at the hear t of our communities

“With the beer and pub sector suppor ting over 900,000 jobs and providing £26bn of value to the economy, it is clear any future Government must get brewers and pubs thriving if they want to achieve long-term, nationwide economic growth, and that is what the policies in this manifesto will allow ”

The

The Instagram Effect: Catering To The Impact Of ‘Snap-Worthy ’ Dining

FLASH IN THE PAN OR CULINARY CANON?

Whilst some consider it playing with food, others feel on-plate photography is a restaurant staple Like it or not, the snap-happy group may well be onto something Far from a childish fad, it seems the foodie trend is here to stay –visible for all eyes to see In fact, with over two-billion regular users on Instagram according to the platform, 250 million of whom run food-based accounts ser ving up something that’s just as stimulating for the eyes as it is for the tastebuds has become a permanent ingredient in hospitality success

FLAVOUR MEETS FILTERS

If science is anything to go by, picture-perfect dishes aren’t just for the ‘Gram, either Researchers have long repor ted a deeper connection between visual appeal and culinar y satisfaction, with a group of Oxford University psychologists presenting concrete evidence to this effect using none other than Kandinsky’s ar t for inspiration

When the components of a 30-ingredient salad were arranged on the plate like an abstract painting, rather than just being thrown together, the 60 volunteers – aged 18 to 58 – par ticipating in the study unanimously agreed they had more of an appetite and would be willing to pay more

A PICTURE IS WORTH A THOUSAND BITES

In addition to boosting consumer satisfaction catering to this visual market can help to boost restaurant numbers and reputations

According to digital exper ts, Digimind, 69% of millennials (born 1981 – 1996) photograph their food before eating The majority will then share these photographs, not just with the 27% of Instagram users who dedicate their accounts to food content, but also with the wider public online Given that Instagram is now the world s four th most visited website , this gives restaurants incredible reach

Add to this the impact of sharing platforms like Facebook and TikTok and you ve got yourself one of the most effective , organic marketing campaigns available It doesn’t take much to go viral either, with more than 23 million viewers across Instagram and TikTok blowing up about a Manchester restaurant’s tiramisu drawer in November last year The Italian eater y has since benefitted from a steady stream of enthusiastic customers and even A-list stars

A TASTE OF THE ‘GRAM

There are a couple of things hospitality companies can do to cook up a similar storm for the many eyes

1 Picture-perfect plates

Visual appeal matters And when it comes to creating photogenic menus it’s all about engaging the senses Textures, colours and unique presentation all have an impact, with research suggesting that brains are wired to associate specific qualities with cer tain proper ties and tastes Take green foods, for instance , which come across as fresh and healthy

Symmetr y, shape and glossiness are additional positive factors thought to trigger the tastebuds, according to

a paper published in the journal Food Quality and Preference , ser ving to activate the digestive enzymes that prep us for food Restauranteurs should therefore look to secure these appealing qualities, not only in the preparation and presentation of dishes but also in the initial supply stages By working with local farmers and providers, for example , ingredients will look and taste much fresher, with less time and distance between field and plate

2. Know your audience

Understanding the Instagram audience is equally as impor tant as the food being ser ved Food influencers can completely transform a restaurant’s success, so it’s impor tant to stay on top of the latest food trends This not only brings in crowds but also keeps your socials relevant, as does encouraging seasonal and limited-time offers which keep both menus and content fresh and engaging

Establishing close par tnerships with local providers can help to meet changing seasonal demands in a manageable way, as proximity allows for greater flexibility without the risk of perishable items going to waste , since there’s no need to over order or overstock

PLATES WITH PURPOSE

The big question, then, is how we can align our commitment to sustainable , purposeful dining with the visual demands of the Instagram culture?

Insta-indulgence unfor tunately leads to food waste with intricate garnishes and plating elements used solely for aesthetic purposes making hospitality less sustainable This is bad news for restaurants looking to attract customers who are increasingly ethically minded

Influencers demand perfect produce , with the public rejecting wonky fruit and misshapen veg Shor t-term trends also add to agricultural waste , so, restaurants must take greater care not to overstock and make sure ever ything is used before it expires By sourcing locally, hospitality can overcome this problem, not only ordering in smaller manageable quantities but also reducing their carbon footprint given that food must travel fewer miles Indeed, the hospitality industr y must collaborate with local farmers and suppliers when planning their menus if they are to align innovation with sustainable restaurant life

Indeed, sustainability is an imperative in modern dining, with the latest YouGov sur vey revealing that 53% of consumers want restaurants to facilitate sustainable food choices Being transparent about your practices and processes is therefore essential, whether going green means root-to stem cooking – where each par t of an ingredient is put to good use – or the implementation of traceable supply chains with restaurants that can track and repor t on the ethical source of their ingredients standing to gain both direct custom and a better online reputation

Embracing supply chain technologies like blockchain and collaborating directly with suppliers to reduce nonessential packaging can all help with this, as can cultivating strong relationships with several local suppliers to mitigate any risks associated with reliance on a single source In essence , this means your dishes will never suffer in terms of aesthetics should your regular supplier be hit with a problem or let you down

CLICK-WORTHY KITCHENS

In adopting these practices, restaurants, cafés and other hospitality establishments

“Waste

The

Tel: 01753 215120 E-Mail: MeikoUK@Meiko-uk.co.uk www.Meiko-uk.co.uk

Tourist Tax May Not Be Overturned In Spring Budget Minister Warns

A government minister has played down speculation that the tax-free shopping scheme for overseas tourists could be reinstated in next week’s Budget

Nigel Huddleston the minister responsible for the tax system said in correspondence seen by The Times that it was “not possible to introduce the same system as before , given that it would now need to be open to visitors from the EU as well as the rest of the world “Any new scheme no matter the design would take time to legislate for and implement in order to prevent non-compliance risks and ensure operation,” he said

The Treasur y withdrew from the VAT retail expor t scheme in Januar y 2021 while prime minister Rishi Sunak was chancellor

Chancellor Jeremy Hunt purpor tedly ordered a review into the scheme earlier this month after calls from business leaders demanding a reversal, which led many to believe the Treasur y was considering a change In a letter sent to one of the leaders of the tourist tax campaign, Huddleston added that the chancellor has been “clear that being responsible with the public finances is a key priority”

He said: “A new VAT-free shopping scheme could subsidise a large amount of tourist spending that already occurs without a tax relief in place without bringing any direct benefits to the British public ”

Huddleston was responding to a letter to the chancellor from Sacha Zackariya, chief executive of ChangeGroup and Prosegur Change , a British-based retail foreign exchange and bureau de change company Zackariya called for a reversal and suggested the British economy could be boosted by capitalising on tourists visiting the Paris Olympics and “ encourage them to visit the UK at the same time and benefit from the same VAT refund scheme they would otherwise be able to access in Madrid, Paris, Berlin or Milan”

British Retail Consor tium director of business and regulation Tom Ironside said: “This is bad news for the UK economy

“It is increasingly clear that, as the only European countr y without a tax-free shopping scheme , the UK is missing a golden oppor tunity to boost tourism and the wider economy

“Tax-free shopping not only convinces tourists to buy more but also attracts shopping tourism, suppor ting businesses and jobs in the UK ””

Pippa Stephens, Senior Apparel Analyst at GlobalData, data and analytics company, offers said:

“If the government were to reinstate tax-free shopping for tourists visiting the UK it would be a welcome relief to brands and retailers across the apparel sector especially luxur y players The move would help London win back tourists from the likes of Paris, Milan, and Madrid, boosting both the overall economy and luxur y apparel sales

“Since the termination of tax-free shopping at the end of 2020, aspirational shoppers, who tend to buy entr y-priced luxur y items using their savings, have cut back on purchases when visiting the UK due to prices now being 20% higher than in nearby countries This has caused the UK to be par ticularly impacted by the slowdown of the luxur y market as consumers also grapple with inflationar y challenges, with Burberr y highlighting how its performance in the UK lagged Continental Europe in the 26 weeks ending 30 September 2023

“In response to this, over 400 businesses signed a letter to the Chancellor of the Exchequer in September 2023 asking for the policy to be restored, driving the Office for Budget Responsibility (OBR) to carr y out a review, with the results due to be published alongside the budget next month This reinstatement would enable the UK’s luxur y market to return to its perpetual outperformance again once inflation subsides, with the for tune of domestic players like Burberr y and Mulberr y par ticularly reliant on tourist sales as luxur y shoppers prefer buying designer goods in the brands’ home markets ”

Independent family brewer and pub company Shepherd Neame has reopened its historic pub in the beating hear t of Blackheath Village , The Crown, following a £750,000 transformation

The former 16th centur y coaching inn has undergone a seven-week refurbishment which has introduced a stylish new look and feel while also lovingly retaining its unique features

Welcoming drinkers in, as well as sur veying the refurbished outside seating area at the front of the pub, is a new traditional swing sign featuring a crown the design for which took its inspiration from vintage signs on display inside Shepherd Neame’s

Hospitality Skills Passport Can ‘Revolutionise’ Recruitment

“Hospitality’s variety is undoubtedly one of its strengths but when it comes to entering the sector to work, it can be one of its greatest challenges

“There are multiple routes into hospitality and with more than 200 different qualifications on offer, getting star ted can be confusing and deter potential entrants That s why a universal entr y standard has never been more impor tant

The new Hospitality Skills Passpor t initiative that we ve developed, which is backed by the sector and being piloted by Government, does just that and can revolutionise the way we recruit, induct and develop our people

“The evolution of this passpor t, by offering one place where people can store and track their qualifications, we can improve the lives of employers and employees at the same time It will streamline onboarding, identify training needs and help develop skills quicker than ever before

The

said:

“I’m delighted we ’ ve been able to share more details about how the passpor t would work and the staggering success we ’ ve seen it had helping people back into work, as par t of the pilot schemes to test the concept

“We now need to move into the next phase to roll this out on a wider scale That inevitably requires funding and we ’ re encouraging the Government to offer greater flexibility by allowing Adult Education Budget funds to be used for this type of employment programme given the clear benefits it can offer the sector and the economy ”

Stella Artois Launches ‘Perfect Serve’

Campaign Celebrating The Perfect Pint

Budweiser Brewing Group celebrates their dedication to ser ve quality, incentivising consumers to rate the quality of their Stella Ar tois ser ve , and rewarding customers who ser ve the perfect Stella Ar tois Stella Ar tois, a proud par t of Budweiser Brewing Group, has announced the launch of its new ‘Perfect Ser ve ’ campaign, illustrating the brand’s dedication to the perfect ser ve ritual From the 1st of March consumers are encouraged to rate the quality of their Stella Ar tois or Stella Ar tois Unfiltered ser ved in 2000+ venues across Britain Consumers will be rewarded with cash back on the full price of their pint driving footfall to on-trade venues stocking Stella Ar tois on tap

From the 1st of May through to the 26th of June Stella Ar tois the official beer par tner of the Wimbledon Championships will then offer participating consumers entr y to a prize draw for a chance to win a pair of tickets to Wimbledon Tennis Championships; transforming ever y Stella Ar tois moment into a chance to win

At the hear t of the campaign is a mobile powered platform called TaDa, which allows consumers to rate the quality their Stella Ar tois and Stella Ar tois Unfiltered ser ve As par t of the campaign, Budweiser Brewing Group will also be ensuring continued excellent ser ve quality by

refreshing tap lines, training staff on the perfect ser ve ritual, and using targeted ads to drive local customer traffic into par ticipating pubs yearround Each pub will also receive promotional kits with coasters, bar runners and other materials to promote the ‘Perfect Ser ve ’ campaign "We're excited to give pub-goers even more reasons to enjoy a pint of Stella Ar tois through this new campaign," Elise Dickinson, Stella Ar tois Marketing Director "By focusing on the Perfect Ser ve , we aim to boost dwell time and keep customers coming back for the perfect pint "

The ‘Perfect Ser ve ’ uses the iconic Stella Ar tois chalice , pouring at a 45-degree angle whilst allowing the foam to spill

at the hear t of Worle It’s been an amazing journey so far and we’d like to thank our family, friends, customers and team for all their suppor t We can’t wait to see what’s

to come!”

Since 2019 they have raised almost £15,000 for various local and national charities including the Weston Hospice and Help for Heroes and continue to sponsor, and regularly host, local spor ts teams

Most recently, they have registered the pub as a ‘Community Living Room’ to provide those struggling in the cost-of-living

Tackling High Business Energy Prices

WHY HAVE BUSINESS ENERGY PRICES BEEN SO HIGH?

The recent closures of Manchester restaurants and the calls from the hospitality industr y to reduce VAT rates is a stark indication that small businesses are continuing to struggle with high prices

“Although energ y prices might be stabilsing after a volatile couple of years prices are still around double what they were in 2021 and government suppor t has been scaled back considerably

“We’re also in the midst of a global energ y crisis that is pushing prices up for ever yone - when the market is volatile , the risk to suppliers is greater and so prices go up But to make matters worse , the UK is also suffering from the effects global conflicts continue to have on supply and fuel prices

HOW MUCH VAT DOES MY BUSINESS HAVE TO PAY?

“When it comes to the VAT rate that businesses have to pay, the Government temporarily reduced this to 12 5% between October 1, 2021 and March 31, 2022, as par t of their assistance to the hospitality industr y during the pandemic The current standard rate of VAT is now back to 20%

“VAT is payable on all business and domestic energ y usage This means you'll pay VAT on any gas and electricity you use for work purposes whether you ' re on business premises or working from home If your business is VAT registered, then you should be able to claim back the VAT paid on your utility bills, as you can with other business-to-business transactions

The simplest way to find out how much VAT you ' re paying is to look

at your latest business energ y bill The rate and the amount you ' ve paid that month should be shown with the total amount owed

CAN MY BUSINESS CLAIM FOR VAT RELIEF ON ENERGY BILLS?

“Although the standard UK VAT rate is currently 20% some businesses are eligible for reduced rates You should be eligible for a reduced rate of 5% VAT on your gas and electricity bills if your businesses average daily usage is no more than 145kWh of gas per day (4,397kWh per month) and 33kWh (1000 kWh per month) of business electricity

“If your business is eligible for the reduced 5% VAT rate on gas and electricity your supplier should automatically apply the discount to your bill, so long as you ' ve given them a valid VAT cer tificate

“If your business has been paying the standard rate of 20% while it's been eligible for the reduced rate a par tial refund can be claimed on any overpayments made during the last four years

HOW CAN MY BUSINESS CLAIM FOR LOWER ENERGY VAT RATES?

“To make a claim you need to get in touch with your supplier and fill out a declaration form You will have to contact multiple suppliers and fill in a declaration form from each if any of the following apply to your business:

You've sw tc hed energy supplier s dur ing the last four year s or the per iod you re c laiming for

You have more than one energy supplier (different supplier s for gas and electr icity for instance)

Your business has multiple sites that are eligible for the discount You can also get a declaration form from your supplier or from HMRC ”

HOW CAN BUSINESSES PROACTIVELY REDUCE THEIR ENERGY USAGE AND CUT COSTS?

“Reducing VAT will of course save businesses and jobs but hospitality businesses must also be mindful of their energ y usage if they intend to cut costs for themselves

“According to figures from the Carbon Trust, Britain's catering industr y uses around 21 6 million kWh of energ y ever y year

“Interestingly less than half (40%) of a restaurant s energ y is used to store and prepare food, with the rest being lost as heat escapes into the cooking area

“That said, it’s impor tant to make sure your kitchen and dining area in your restaurant are as energ y-efficient as possible Here are a few simple tips:

Switch to LED bulbs – “Replac ng standard bulbs w th LED one can cut the electr icity you use for lighting by up to 80% They also last longer and need replacing less often ” Use timer s – “Set timer s on your thermostats so they only heat rooms when in use It s also wor th turning off the heating an hour before your restaurant c loses as the residual heat should keep it warm enough unt l ever yone has left ”

· Cut the temperature of your heated water – Dropping the temperature of your hot water can

of the West Midlands, and from the campaign group whose aim is to see the Crooked House back to its former glor y which is the key objective of the enforcement notice ” Originally built as a farmhouse in 1765, The Crooked House is believed to have been a pub since about 1830 Its “wonky” appearance was caused by mining subsidence that had caused it to sink and was scheduled

for demolition in the 1940s before the wonky building was made safe with reinforcements

The pub had become a popular tourist attraction in the area and visitors recalled how they would be given a marble to roll along the bar that

Winning Fans Drove On Trade Sales Over A Storming Weekend Of Sport

A welcome weekend of spor t helped to keep the tills ringing across the UK on trade with the winning fans in Scotland and Liverpool leading the charge

Scotland’s storming performance against England on Saturday ensured they won the Calcutta Cup at Murrayfield with a final score of 31-21 and Scottish draught beer and cider sales increased by a staggering +19% as a result, with fans celebrating into the night

Then Sunday brought the final of the Carabao Cup between Liverpool and Chelsea with pubs that showed it selling +88 extra pints (+£413) vs those not subscribing to Sky Spor ts

Not unexpectedly, the biggest winners were the Nor th West and London, with the Liverpool L postcode the highest up +83% across the entire region, which itself showed an already whopping uplift of +27%, as fans celebrated the last gasp winner from their Super Captain Virgil van Dijk who headed Liverpool to a 1-0 victor y over Chelsea The Reds Captain scored deep into extra time of the showpiece to secure the club its record-extending 10th title in the competition The extra time gave pubs showing the game a bumper afternoon as the game extended for a fur ther nail biting 30 minutes with kick off at 3pm The HA Wembley postcode also delivered a ver y successful day for the on trade , repor ting sales 3 times higher than average with fans visiting pubs pre and post the game

weeks versus the same time periods in 2023, the spor ts brought that decline up to a much healthier -1 5%, and the even better news is that the weekend scored an 18 4% uplift versus all other weekends so far in 2024 A whopping 26 5 million pints of draught beer and cider were sold with the average pub pouring 700 pints (an extra 109 versus the average weekend thus far in 2024) equating to £3,236 income generator

Unsurprisingly, Scotland had the thirstiest fans, who drank a staggering extra 189 pints, England came in not too far behind with 126 pints and

Henr

Off the pitch, despite the overall trade picture -5 1% in the previous full week and -5 8% in the latest 4

Strong Valentine’s Day Keeps Drinks Sales Level With 2023

House

“We have had great suppor t from the local community, our MPs and the Mayor of the West Midlands, and from the campaign group whose aim is to see the Crooked House back to its former glor y which is the key

for demolition in the 1940s before the wonky building was made safe with reinforcements

The pub had become a popular tourist attraction in the area and visitors recalled how they would be given a marble to roll along the bar that appeared to be rolling uphill

Gar y Timmins, C AMRA’s Pub and Club Campaigns Director said: “The destruction of the Crooked House was a national tragedy, so it’s fantastic news that the owners have been ordered to rebuild the pub brick-by-brick This is exactly what we were hoping to hear from South Staffordshire Council and it’s a testament to the hard work of all the dedicated campaigners who stepped up and fought for the Crooked House

“It has also been great to see Marco Longhi MP and West Midlands Mayor Andy Street champion this cause It s now vital that systematic change happens, to ensure that the Crooked House is the last time we see such a shocking loss Unfor tunately, C AMRA is still investigating eight from 2023 where pubs appear to have been demolished or conver ted without apparent planning permission We’re calling for Government to bolster planning policy so that unscrupulous developers know they will face action if they breach the law ”

Take payments with confidence

London Mayor’s Night Time Enterprise

Zones Reinvigorate London’s High Streets

A new City Hall repor t reveals that Bromley, Vauxhall and Woolwich high streets saw spending increase by up to 70 per cent after they became the Mayor’s Night Time Enterprise Zones last year

The Mayor and Night Czar Amy Lamé announced the £500,000 Night Time Enterprise Zones programme in 2022 to revitalise high streets after 6pm London’s high streets were hit hard by the impact of the pandemic , and continue to struggle with the spiralling costs of operating and the cost-of-living crisis

Bromley, Lambeth and Greenwich each received a £130,000 grant from City Hall to improve the offer of their high streets at night, by experimenting with new ways to boost activity and business after 6pm Throughout 2023 the boroughs used the funding to host a wide variety of events, extend opening hours, suppor t businesses and night workers, and increase safety

TODAY’S REPORT – NIGHT TIME ENTERPRISE ZONES FINDINGS FROM BROMLEY, VAUXHALL AND WOOLWICH –

REVEAL:

• 56 events took place across the three zones drawing people to the high street This included the Librar y Lates event in Bromley which attracted 3,000 people , Queermas makers market in Vauxhall which 1 800 people attended and more than 4 000 attendees at the Royal Arsenal Riverside Summer Festival in Woolwich

• 65 businesses extended their opening hours during the events – which increased the average local spend by up to 70 per cent between 6pm and 9pm compared to the same dates in 2022

• Over 69 per cent of people sur veyed said they felt safer during events and the majority of people sur-

veyed felt more positive about their area **

The programme created new par tnerships and networks within the areas, with 646 businesses engaged

Bromley s programme included a series of BR1 Lates events that brought music , a silent disco, street food, spor ts and wellbeing and interactive light displays to the high street and nearby spaces like Bromley librar y This was alongside a programme offering guidance for businesses operating in the evening, improved lighting and The Umbrella Project which raised awareness about neurodiversity

The Mayor of London, Sadiq Khan, said: “I’m delighted that my Night Time Enterprise Zone programme has helped to boost high streets in Bromley, Vauxhall and Woolwich so dramatically Our high streets are at the hear t of our communities but they have been struggling due to the rising cost of doing business and the cost-of-living crisis as well as the lasting impact of the pandemic This programme shows that by taking a creative approach and offering more to local people after 6pm there can be far reaching benefits I m delighted that these boroughs will be building on their success and we will continue to work with councils, communities and businesses to help pioneer better ways of living, working and doing business at night, as we build a better London for ever yone ”

Amy Lamé, London Night Czar, said: “Our capital comes alive at night, but all too often our high streets are left behind and those who work at night do not get the suppor t they need That’s why we established our Night Time Enterprise Zones programme – and it’s fantastic that Bromley, Greenwich and Lambeth have proven that with the right suppor t our high streets can be transformed and the capital more accessible inclusive and welcoming after 6pm ”

The SIB A Business Awards this year included three brand new categories for Best Collaboration, Best New Brewer y, and a Brewers’ Brewer of the Year award

The new collaboration award seeks to highlight collaborations which amplify the reach of the businesses involved, appeal to new audiences, or create a commercial success to the mutual benefit of all involved This could be a beer collaboration, product line , new business venture , festival or event par tnership, and judges will be looking for innovative , exciting collaborations that capture the imagination of their target audience

The second new categor y for 2024 is the UK’s Best New Independent Craft Brewer y This award aims to

The

highlight the year ’ s most exciting and successful new brewer y; whose impact on the industr y, critical acclaim, or popularity with beer drinkers belies their shor t time in operatio

2024 also sees the introduction of a brand-new member voted Brewer of the Year Award The “Brewers’ Brewer of the Year” seeks to highlight the brewer who has had the biggest positive influence on our industr y in the last twelve months either through producing truly outstanding beers delivering change for the industr y or giving back to the brewing community

Joining the exper t judging panel for 2023 were Andy Slee SIB A Chief Executive; Steve Alton, Chief Executive of the British Institute of Innkeeping (BII); Ellie Hudspith, Senior Campaigns Manager at C AMRA; Jo Hunter, Interior & Architectural Design exper t and founder of Hunter’s Daughter ; Robyn Black, Head of Content at Fleetstreet Communications; Pete Brown, Broadcaster and author ; and Neil Walker, SIB A Head of Comms & Marketing, who chaired the panel

Our data shows leisure travel continuing to offer higher value , with Friday and Saturday stays attracting the highest rates To complement this hotel businesses may wish to attract business and MICE travel mid-week by offering lower rates and simpler packages This is a good mix, and allows hotels to benefit from the best of both worlds

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

Nisbets Announces Proposed Acquisition By Bunzl

Food-ser

(‘Bunzl’) will

The

Peter Sephton will remain Chairman and CEO with Andrew Nisbet the Company’s founder ser ving as a non-executive director on the Nisbets Advisor y Board within Bunzl The Nisbets leadership team will remain in place and it is expected that Nisbets will continue to operate separately from Bunzl The stake has been sold by Key West

Holdings, which holds the Nisbet family’s business interests

The transaction is subject to customar y regulator y approval

Peter Sephton, Nisbets Chairman said: “We are delighted to announce this agreement with Bunzl today Based on our extensive engagement with them over the past months, it became clear that both par ties have a shared vision and a commitment to customers and colleagues that will build on Nisbets’s heritage and growth strateg y The acquisition will help drive our strateg y for growth by bringing both strategic and operational value to Nisbets We are looking forward to working together to execute this strateg y and to delivering the next phase of growth

Wellness Trends In 2024, And What Hospitality Is Doing To Cater To Them

the momentum of outdoor activities such as hiking emerges not merely as a trend, but as a pivotal aspect of guest satisfaction With global hiking footwear sales soaring to an impressive $19 7 billion, it's evident that hotels need to seize the oppor tunity to integrate mindful exploration into their offerings, setting new holistic standards By leveraging on-site amenities such as pilates studios, pools, and g yms, or even turning empty rooms into facilities for exercise – as we do with yoga lessons in Burgh Island’s Grand Ballroom – hotels can offer guests a diverse array of options Taking advantage of the hotel’s location for outdoors activities will also give guests some much-needed fresh air, whether through guided city walks or, in the case of Burgh Island, a scenic coastal hike along the Southwest Coast Path – England's longest National Trail – and a dip in our unique natural mermaid pool in the South Devon Sea

UNPLUGGING IN THE DIGITAL AGE

In a modern era dominated by screens more people than ever are in need of a digital break with 15 million UK internet users opting for a digital detox last year Compounding this need to disconnect is the growing prevalence of burnout, something 80% of Londoners admitted to suffering from last year, with 49% admitting to checking work emails for at least one hour a day whilst on holiday

By Penny Brown, Managing Director at the Burgh

It's no surprise that the allure of electronic escapes is on the rise , driven by the undeniable benefits they offer Among these advantages lie improved sleep quality, diminished stress levels, and an enhanced sense of mental wellbeing Fur thermore , tuning out from the noise of technolog y can also bring an increased appreciation for the outdoors Positioned on a secluded tidal island, Burgh Island Hotel offers an unparalleled retreat experience Notably, at the Hotel, digital devices are deliberately absent from rooms and are only available on request, allowing full immersion in the island’s wonderfully wild nature

Often, we are too engrossed in our screens to be able to take a step back and realise the benefits of disconnecting, and this is something hospitality leaders will be looking to promote in the coming year

CULTIVATING WELLNESS THROUGH SUSTAINABILITY

Another dimension of the hospitality experience that will be at the forefront of 2024 is sustainability Consumers are now making a more conscious effor t to travel more sustainably A recent study underscores this shift, revealing that a substantial majority – up to 70% – of consumers are willing to invest more in products and ser vices prioritising sustainability Moreover, over 80% of tourists consider sustainable travel a paramount concern, highlighting its significance in their decision-making process For boutique hotels, this presents not only a business oppor tunity but also a means to instil confidence and peace of mind in guests Membership in initiatives such as the Sustainable Hospitality Alliance , which boasts prominent names like Marriott, Hilton, and Caesars, demonstrating that sustainable commitments are no longer optional pursuit for hospitality businesses, and hotels must step up to the challenge

One par ticular sustainable practice we encourage at Burgh Island is sourcing local produce for our kitchens

The benefits of local, seasonal food are many: reducing food miles and food waste , eliminating the need for chemicals and pesticides bolstering the local economy and significantly enhancing the freshness healthiness and flavour of our meals

Fur ther to this contributing to a more sustainable world has a positive correlation with mental wellbeing through reducing stresses such as climate anxiety, something experienced by 65% of people By incorporating more sustainable practices into daily operations, hoteliers can provide guests with enhanced experiences and an increased peace of mind, while taking steps towards reducing the damage done to our planet

As establishments embrace an increasingly diverse range of offerings and sustainable practices, they become a vanguard for a future wherein comprehensive wellbeing takes precedence in ever y guest interaction Each reser vation made at hotels committed to sustainability initiatives reinforces the idea that responsible travel and unparalleled luxur y are not mutually exclusive but rather complementar y, fostering a paradigm shift towards conscientious decision-making in the realm of hospitality This strategic approach will not only enhance hotel brands but also drives the hospitality industr y forward to a brighter more sustainable future

Unchanged Scottish Budget 'Abandons Hospitality Businesses'

The Scottish Budget for 2024-25 was passed unchanged at Holyrood leading to fierce criticism from various industr y bodies

Despite opposition par ties voting against it, the SNP and Green majority in parliament meant the Budget Bill was passed by 68 votes to 55, with one abstention

Leon Thompson, Executive Director of UKHospitality Scotland, said:

“The Scottish Budget passing, unchanged, is the clearest sign yet that the Scottish Government has decided to abandon its self-proclaimed reset with business

“Instead it is continuing on the same worn path of warm words and no action

“Businesses up and down the countr y across hospitality leisure and tourism have put forward the

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

strongest possible evidence that the lack of business rates suppor t is stifling growth, deterring investment, reducing trading capacity and, ultimately, forcing businesses to close

“With our sector being so integral to Scotland’s culture and offering on the world stage , using the additional funds resulting from 75% rates relief in England to put them on an equal footing was a no-brainer Instead for the second year in a row, our businesses in Scotland have been left at a significant competitive disadvantage

“If the Scottish Government wants to regain any semblance of trust from the sector, it now needs to make good on its publicly declared commitment to reform business rates for hospitality

The unjust and unfair system in operation is in urgent need of reform to deliver a system that enables hospitality to invest and grow This is now more urgent than ever This must be the priority of the Scottish Government’s New Deal for Business ”

DOGFRIENDLY BENEFITS

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 repeat visits

•

How Meliá Hotels Has Mastered Social Customer Care

In an era where social media has become an integral par t of our daily lives, its impact on the hospitality sector has been especially transformative Beyond a platform for sharing beautiful images and travel tips, social media has emerged as a cornerstone for hospitality companies in building brand identity enhancing customer experience (CX) and driving revenue

And when it comes to social media marketing strategies the impor tance of social media customer care takes centre stage Being responsive and engaging with customers on various social platforms has become a linchpin for success In fact, consumers are willing to spend up to 40% more with companies that are responsive to their questions and concerns on social media, according to McKinsey research

Understanding this, global hotel group, Meliá Hotels International sought to implement a formalised social customer care strateg y aimed at enhancing client relationships and delivering personalised experiences throughout their entire journey – from pre-arrival to post-depar ture

CREATING AN EFFECTIVE SOCIAL CUSTOMER CARE STRATEGY

Meliá Hotels is the third-largest hotel group in Europe , with more than 400 hotels in 40 countries Their social-first approach has positioned Meliá as one of the leaders in the hotel industr y, with a well-organised and influential presence on social media

Over time , the company has seen a dramatic shift, with an exponential growth in enquiries and booking requests coming through from public and private social messaging channels But with 500 social accounts on the global, regional, and local levels, Meliá didn’t have a common tone or unified response protocol for responding to enquiries coming through social media

The company knew it needed an in-house social customer care team and the right tools to centralise this activity It also wanted the ability to track and analyse its social customer ser vice activities systematically This data would allow Melia to identify trends, measure customer satisfaction, and enhance CX overall

SERVING CUSTOMERS BETTER, FASTER, AND MORE AUTHENTICALLY

Meliá already had a global social team handling social media strateg y and influencers and for years had used social media management tool Hootsuite to manage its social media channels However it didn’t have a dedicated social customer care team

They wanted to decrease response times and enhance social customer care experience , so Meliá decided to implement Hootsuite's enhanced Inbox 2 0, alongside a structured social customer ser vice strateg y The company built an in-house social care team, consolidating management of all social channels within a single platform for greater control and efficiency in responses

By Maité Hermann, Senior Customer Account Manager, Hootsuite (www hootsuite com)

Meliá’s social customer care team successfully resolved a total of 133,202 conversations in 2022, averaging around 3,100 per week Response time significantly improved – decreasing from 24 hours before Hootsuite Inbox to an impressive 12 4 hours after its implementation

The adoption of smar t automation played a crucial role in reducing response times and facilitating bookings around the clock The implementation of an auto-responder allowed Meliá to communicate with customers beyond regular hours, ensuring a more responsive engagement model Additionally, the integration of a vir tual assistant facilitated customer self-ser vice on social channels, enabling direct room bookings through social networks

Hootsuite Inbox contributed to 330 booking enquiries per week, demonstrating its effectiveness in driving direct bookings through social media channels

TIPS FOR HOSPITALITY BUSINESSES OF ALL SIZES

Handling social media inquiries for 400 hotels across 40 countries presents a unique challenge for Meliá However, the need for responsiveness in public and private social messaging is universal Here are four valuable social customer care tips for businesses – large , small, and ever ywhere in between:

1 Zero in on the platforms that work for you – The time or budget required to maintain a presence on multiple social platforms is a top concern for social marketers, per Hootsuite’s Social Trends 2024 repor t While it can be tempting to follow the herd and stick to the social media giants, these platforms may not align with your business's distinct goals and customer base Reassess and prioritise the platforms you ' re on, ensuring that they suppor t private messaging options For example , if your customers gravitate towards Instagram and Facebook, leverage channels like Instagram direct messages and Facebook Messenger to connect effectively

2 Be proactive – Stay ahead by actively monitoring social conversations A proactive approach enables you to respond promptly to brand mentions acknowledge feedback and resolve issues faster If customers regularly have the same questions that’s a clue you need to provide some self-ser vice information resources Your social customer ser vice channels are also great places to share informative content Consider creating engaging content that showcases your business s unique offerings and helps customers maximise their experience

3. Offer self-ser vice options – Elevate the overall customer experience by incorporating self-ser vice options on your social media platforms Provide resources such as Frequently Asked Questions (FAQs), educational content, and direct links to suppor t pages, empowering users to access information independently This approach not only enhances customer satisfaction by offering quick and readily available solutions, but also contributes to a more efficient and user-friendly interaction with your brand

4 Utilise auto-responses – Your social customer care may not be available 24/7, and customers understand that You just need to set expectations and let customers know when you ’ re going offline On Facebook, use ‘Away Messaging’ to provide an automated response when you ’ re offline Messages received during your Away times don’t count towards your Ver y Responsive status You can also use Instant Replies on Facebook to send a canned response to all initial messages Quick Replies are a similar feature available on Twitter

As the lines between browsing to booking continue to blur, utilising a thoughtful social customer care strateg y and making use of the right tools will ensure that hospitality businesses of all stripes can elevate their social customer care , and ultimately, their business success

General Manager At Landmark Manchester Pub Toasts A Decade Of Success

ever y single minute of the journey so far I’ve navigated some challenging periods such as Covid and the subsequent lockdowns, plus the ongoing cost of living crisis but it remains a hugely popular venue for drinkers in the city centre alongside day trippers and visitors to Manchester who want somewhere quirky yet cool to stay overnight

“I’m immensely proud that the Abel Heywood has become such an integral par t of what the Nor thern Quar ter is all about It’s great for the local economy and brings in lots of business to this par t of the city Hydes have been great to work with throughout, backing me and the team to give the Abel Heywood an unmistakable identity all of its own yet it’s still ver y much a Hydes pub with quality ales and food available ever y day We’re ver y much looking forward to the makeover to give it the subtle refinements and modernisation that it deser ves

The Abel Heywood is no stranger to life in the limelight It was used as a pub backdrop in the hit nineties BBC television series Cutting It , has appeared on numerous programmes since and counts celebrities such as Christopher Eccleston, Shaun Ryder,

Spring Budget Support Vital for Survival, New NTE Report Reveals

The Night Time Industries Association (NTIA) has released its third annual Night-time Economy Repor t, highlighting the intricate dynamics and challenges facing the UK's vibrant nocturnal landscape Spearheaded by Michael Kill CEO of the NTIA the repor t underscores the critical role of the Night-time Cultural Economy (NTCE) while shedding light on the sector s journey through the pandemic and beyond

SUMMARY OF KEY FINDINGS:

The repor t reveals a mixed picture of the UK Night-time Economy (NTE), where resilience battles against ongoing challenges:

Volume & Value of the UK NTE:

• Consumer spend in the UK Night-time Economy was £136 5bn in 2022 up from £95 7bn in 2021, showing a strong post-Covid desire to socialise

• Adjusted for inflation, there has been no real growth in turnover over the ast three year s , despite the significant r se from £121 3bn in 2019

• Due to the pandemic and inflation the UK NTE has lost approximately £95bn, impacting investments in customer exper iences , marketing, programming, and sector resilience

• In 2022, £117bn was spent in England, £10 3bn in Scotland, £5 9bn n Wales , and £3 3bn in Nor thern Ireland within the NTE

• The UK Night-t me Cultural Economy was wor th £33 3bn in 2022 up from £23 8bn in 2021, but down from £37 2bn in 2019, indicating a 36% reduction in absolute terms

• The c losure of underground c lubs , grassroots music venues , and ar ts centres reflects the significant dec line in the cultural economy

Employment & Business Growth:

• Employment in the UK Night Time Economy (NTE) was 2 08 million in 2022

• Within the NTE, the N ght T me Cultural Economy (NTCE) sustains approximately 452 000 jobs

• Employment has grown year-on-year n the NTE, except for 2020, surpassing 2019 levels by about 6%

• Distr ibution of NTE jobs: Nor thern Ireland (40,000), England (1 83 mill on), Scotland (137 000) Wales (72 000)

• Total NTE businesses in the UK: approximately 149,000

Total NTCE businesses in the UK: around 36,000

• Distr ibution of NTE firms: Scotland (12 600) Wales (4 800) Nor thern Ireland (2,735), England (130,000)

• Firm number s in the UK NTE have been growing slowly

GROSS VALUE ADDED

GVA generated by the UK's Night Time Economy (NTE) sector was £43 5 billion in 2022, falling below the £47 5 billion recorded in 2019, especially when adjusted for inflation

This suggests that although the NTE sub-sector might seem to have recovered in 2022 in terms of consumer spending increases, its underlying fundamentals such as productivity and profitability remain constrained, indicating a sector that is still struggling

SUPPLY CHAIN

Supply chain spending in the UK's NTE (Night Time Economy) is crucial for suppor ting a multitude of specialist suppliers and freelancers

However, post-pandemic , spending on suppliers in the UK NTE has not returned to pre-pandemic levels

In 2019, spending on suppliers amounted to £57 8 billion, but by 2022, it decreased to £45 2 billion

This reduction in supply chain purchasing ser ves as a significant indicator of a sector attempting to cut costs

Despite a positive increase in consumer spending in 2022 it's likely that much of this money was redirected towards repaying loans and rental back payments

FUTURE TRENDS IN THE NTE:

• Shift towards exper ience-led socialising emphasised across var ious venues and ar t forms

• Exper ience and setting now crucial factor s in socialising preferences

• Exper iential activities now c osely inter twined with social media, influencing younger audience c hoices

Generation gap evident in preferences; younger demographics c hallenging traditional socialising models

• Ar tistic excellence alone insufficient to attract audiences; cultural venues facing c hallenges

• Tec hnology playing a significant ro e in shap ng and consuming nighttime exper iences

Michael Kill, CEO of Night Time Industries Association, Reflects on NTIA UK Night-time Economy Study: “In the face of prevailing challenges the latest NTIA UK Night-time Economy Study for this year provides a glimmer of hope , offering insights into a sector weathering storms with resilience ”

“The surge in consumer spending throughout 2022 signifies a robust demand, underscoring the vitality of the night-time economy However, as we await the figures from the Office for National Statistics (ONS) for 2023 uncer tainties loom over the sustainability of this momentum ”

“Amidst the turmoil job creation within both the Night-time Economy (NTE) and Night-time Cultural Economy (NTCE) sectors has been a beacon of positivity, accompanied by the emergence of new businesses Nonetheless, closures may be concealed within the broader data, highlighting the fragility of the industr y amidst ongoing challenges ”

“The significance of the NTE cannot be overstated, with its substantial contribution of £136 5 billion to the UK economy and provision of 2 08 million jobs Yet, the formidable obstacles stemming from the Covid pandemic and the prevailing cost-of-living/business crisis threaten its longterm viability, par ticularly endangering the more delicate NTCE ”

“In essence , this year ' s repor t offers a nuanced perspective , with challenges outweighing strengths necessitating strategic inter ventions to safeguard the vitality of the night-time economy As we navigate the

complexities ahead, collaborative effor ts and targeted initiatives and suppor t are imperative to ensure the resilience and prosperity of this essential sector ”

Sacha Lord, Night Time Economy Advisor for Greater Manchester said, "I commend the NTIA Night-time Economy Repor t 2024 for its comprehensive analysis of the UK's Night Time Economy (NTE) This repor t not only highlights the economic significance of the NTE but also delves into the challenges and oppor tunities shaping its future Its nuanced breakdown across the four nations of the UK provides invaluable insights for policymakers, empowering them to make informed decisions and advocate for robust suppor t Despite the hurdles posed by the pandemic and economic uncer tainty, the repor t underscores the resilience of the NTE and its cultural impor tance Let us use this repor t as a compass to navigate the complexities ahead and ensure a thriving and resilient Night Time Economy for generations to come "

Maria May - Head of Electronic Music C AA said, “The Night Time Economy stands as a cornerstone of the UK s economic landscape bolstering it with a £136 billion economic contribution and sustaining 2 million jobs These figures are compelling, and speak for themselves, but we must also consider inflation and the impacts of market change , the evolution of the night time economy cannot be ignored and needs to be engaged and considered ”

“The escalating public appetite for events underscores the increasing demands on the night time economy With governmental backing and acknowledgment of the sector's profound impact on local communities, we can transition from mere sur vival to prosperous growth, enriching all stakeholders This repor t furnishes incontrover tible evidence , laying the groundwork for policy makers to invest in the future of UK nightlife ”

Silvana Kill Director Of Operations NTIA added “The night-time economy sector plays a pivotal role in enhancing societal well-being, fostering community cohesion, and providing safe spaces for cultural exploration Beyond its economic significance , it enriches the fabric of our communities by offering a diverse range of cultural experiences, par ticularly through music These nocturnal spaces facilitate social interaction creativity, and expression, contributing to mental health and social interconnectedness By nur turing vibrant nightlife , we cultivate inclusive environments where people can unwind, connect, and celebrate diversity Recognising its profound impact extends beyond economics, we affirm the critical impor tance of sustaining and nur turing the night-time economy for the holistic well-being of individuals and the vibrancy of our communities ”

Philip Kolvin KC - Barrister commented, “The NTIA’s Night Time Economy Repor t is an impor tant contribution to our understanding of trends within the night time sector Crucially, by isolating the night time cultural sector including pubs clubs and music venues and then analysing the trends within that sector, it sheds a stark light on the realities With this repor t on their desks, politicians can’t argue with the numbers: they can only decide whether they care In election year, for the night time cultural sector and the ar tists and creatives whose living it is, that is the only question which matters ”

Link to Night Time Economy Repor t: https://storage .googleapis .com/ntia-hosted-pdfs/ntia-nte-repor t2024.pdf

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

Keating Joins Brakspear As Marketing Manager

Brakspear has appointed Chris Keating as marketing manager for its leased and tenanted pubs

Keating joins with a wealth of pub sector experience gained during his 17 years working for Witney brewer Refresh and following its acquisition for Marston’s where he was director of marketing for its beer brands before leaving in 2021 Since then, he has worked in the food ser vice sector, holding senior marketing and innovation roles at Premier Foods and Compass Group

In his new role , Keating will be suppor ting Brakspear’s 110-strong leased and tenanted estate , helping its business par tners to run thriving pub businesses in their local communities across the south east

He says: “It is a delight to be back in the world of pubs My drinks career star ted when I took on a ‘filler’ role as a par t-time tour guide at the Wychwood Brewer y in Witney, and my first tour was for a group of Brakspear licensees, showing them the famous double drop fermentation system for Brakspear ales Then as a marketeer at Refresh and Marston’s, I was responsible for the Brakspear por tfolio So joining Brakspear feels like a homecoming!

“After a few years away, I’ve been struck by the ongoing challenges facing our industr y It’s harder than ever to run a profitable pub now but after touring our estate , I’m confident that our resilient, talented business par tners will fare better than others

“Our most successful pubs are those where we have offered help and guidance for our business par tners to build unique , special businesses that have strong ties with their local communities Marketing is par t of that and I’m looking forward to working with them to provide the tailored suppor t that’s right for their pubs ”

Brakspear chief executive Tom Davies said: “We’re delighted to welcome Chris to Brakspear It’s hard to think of anyone with more relevant experience and we know from our long-standing relationship that he is passionate about both our pubs and our beers

“We also know that Chris shares our values of nur turing our business par tners as individuals suppor ting them to develop their pub their way rather than imposing a ‘ one size fits all’ approach We’re confident that he will quickly make a positive difference across our business

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

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

Hotel Sector Brace For National Minimum Wage Headwind After A Slow Start To The Year

6% in London

Chris Tate , head of hotels and accommodation at RSM UK, said: ‘Labour costs are up, and profits remain static , but they are still way behind pre-pandemic levels As cost pressures eat into profitability, the for thcoming national minimum wage increase is yet another challenge the industr y will need to navigate to remain viable ’ Hotel occupancy saw a bigger than usual decline due to an exceptionally strong December, falling from 70 9% (December) to 62 1% (Januar y) in the UK and from 80% to 65 8% in London Despite the drop, UK and London occupancy remains above the same period in 2022, at 59 4% and 59 8% respectively

were down from £153 31 (December) to £118 46 (Januar y) in the UK,

a

decrease from £231 29 to £178 84 in London Room rates were largely in line with the

previous year, at £114 54 (UK) and £177 48 (London) Similarly, RevPAR of UK hotels fell from £108 65 in December to £73 54, and from £185 05 to £117 71 for London hotels

Chris Tate added: ‘While demand in the sector typically dwindles at this time of the year, the industr y is bracing for for thcoming headwinds Suppor t to level the VAT playing field with European counterpar ts plus implementing measures to attract international visitors such as a U-turn on the ‘tourist tax’ although seemingly unlikely would be welcomed in next week’s Spring Budget to improve the competitiveness of UK hospitality, and help the sector thrive

Thomas Pugh, economist at RSM UK: ‘The hotel sector, like many other par ts of the economy faced a tough star t to the year after slipping into recession in the second half of last year But the hotel sector faces some specific challenges While wage growth in the rest of the economy is slowing, the hotel sector is more heavily exposed to the upcoming increase in the national minimum wage , which will push up overall costs In addition, weak economic conditions abroad, especially in Europe and China, will hamper demand from overseas That points to challenging times for hoteliers in the first half of the year

‘However, things look brighter in the second half of this year and into 2025 The inflation rate is expected to fall to roughly 2% which would allow the Bank of England to star t cutting interest rates At the same time real earnings

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

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

New Consumer Spend data from Barclays’ annual contactless trends repor t has revealed that 2023 was another record-breaking year for ‘touch and pay ’ , fur ther cementing it as the UK’s most popular payment method, owing to its speed and convenience Usage grew across all age demographics, and the gap between older and younger audiences continues to narrow with fastest growth among the over 65s for the third year running Mobile wallets are also gaining ground, par ticularly with younger shoppers, while Chip and PIN and cash are the preferences for purchases over £100

When dining out, restaurant-goers continued to embrace contactless and digital payments in 2023 While overall restaurant spending was down -6 7 per cent due to cost-of-living pressures, contactless spending fell only -2 9 per cent; demonstrating the shift towards speed and convenience at the point of payment In addition, 15 per cent of those aged 18-34 now say they prefer to order and pay by scanning a QR code using their phone when the option is available , to avoid having to wait for the bill or card machine at the end of a meal

Across the population as a whole , a record 93 4 per cent of all in-store card transactions up to £100 were made using contactless in 2023, and in total there were 7 8 per cent more ‘touch and go ’ transactions than in 2022 On an individual level the average user made more transactions (up from 220 to 231) on more expensive items (the average purchase cost £15 69 – up 3 8 per cent), meaning that they spent more overall (£3,623 – up 8 9 per cent)

For the second year running, the Friday just before Christmas (22 December 2023) was the single biggest day for contactless – spending was 87 6 per cent higher compared to the daily average , as shoppers picked up last-minute gifts, or enjoyed a few drinks with friends as they clocked off for their festive break While contactless is still more popular among younger consumers, the gap between older and younger audiences continues to narrow In 2023, the percentage of active users among 85–95-year-olds (80 1 per cent)

crossed 80 per cent for the first time More broadly, for the third year in a row, over-65s were the fastest growing segment for contactless usage , up 4 1 per cent year-on-year

However, there is still a division among contactless users when it comes to preferences for making contactless payments using a mobile wallet versus a physical card Research from Barclays shows just 3 per cent of over-75s prefer a mobile payment over using a physical card whereas a quar ter (25 per cent) of 18-34-year-olds say they prefer to use their phone The increasing popularity of mobile payments; which have no contactless upper limit via two-factor authentication; means some younger shoppers now opt to go cardless when leaving home More than one in five (22 per cent) of those aged 18-34 regularly leave their wallet behind when out shopping in favour of paying with their smar tphone , in comparison to just 1 per cent of over 75s

As a consequence for increased ‘touch and go ’ mobile spending,

Karen

Proper Pubs Announces Winners of its Pub of the Year Awards

community pillar suppor ting all aspects of local life , since the operators, Mike Howar th and Katie John, took over in October 2022 They have worked tirelessly to suppor t several initiatives close to their hear ts through a regular schedule of fundraising events

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

The pub has held several fundraising events in aid of MacMillan after a resident lost their life to cancer as well as monthly charity quizzes – hosted by an elderly regular – to raise money for the Bur tonwood Community Bus ser vice The pub has also helped to raise funds to have a ‘letters to heaven’ post box installed at the cemeter y allowing children to post letters to family members they have lost

In addition, the Chapel House also hosts the local ukulele club – The Chapeleles – ever y Tuesday night Currently, the group consists of 26 members from 13-85 years-old including two individuals with Alzheimer’s Through setting the club up the pub has been able to bring local residents together no matter ages or backgrounds giving people the oppor tunity to meet new people make new friends and feel par t of the local community

Matthew Gurney Operations Director for Proper Pubs commented: “On behalf of myself and the whole team at Proper Pubs I would like to thank our incredible operators, Tina, Mike and Katie at the Ashmore Inn and Chapel House for their incredible contributions to their local communities I’m blown away by their effor ts and really pleased that we ’ ve been able to recognise their hard work It’s so impor tant to us that our pubs act as more than just a place to drink, but a place to suppor t their customers and local residents and I think this shows just that I’m delighted that we ’ ve been able to do a little something to show our appreciation ”

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 Felix Project Launches Restaurants Feed London Campaign To Help Fight The City ’s Hunger Crisis

Investment Sees The Deanes House Pub Reopen With A Brand-New Look

Contract Caterers’ Sales Rise 12% Year-On-Year In Fourth Quarter Of 2023

steadily and impressively rebuilt its client base after the upheaval of COVID lockdowns and trading restrictions It also indicates a welcome return of staff to the workplaces ser ved by caterers However like all businesses in the out-of-home food and drink sector caterers continue to face severe cost challenges and deser ve suppor t from government in the for thcoming Budget ”

Debra Morrell, business development controller for B&I at Bidfood, said: “We’re delighted to see that the sector continues its recover y, although this is tinged with a note of concern as a result of the slight reduction in outlets compared with last year which echoes similar contractions we ’ ve seen in other hospitality sectors (although to a lesser degree) This has been not only fuelled by the return to offices, which has also brought much needed traffic into city centres, but also the continued buoyancy of leisure , venue and event trade , as well as resilience across healthcare , education and defence sectors

“This year, economic challenges will continue to squeeze consumer spending, alongside food inflation, which is still present, although not escalating to the same degree we endured last year This will mean operators will need to demonstrate even more ingenuity, resilience and adaptability in their offer to sur vive and thrive and we could well see lower growth levels in 2024 compared to 2023 ”

Kate Nicholls chief executive of UKHospitality said: “Double-digit quar terly growth throughout the year is testament to the ability of contract catering to thrive in adverse economic conditions However, growth slowing throughout the year illustrates just how challenging the cost-of-doing-business is becoming for businesses to navigate

As the voice for contract caterers, UKHospitality is continuing to campaign for the Chancellor to introduce measures to mitigate ongoing cost challenges, par ticularly through a lower rate of VAT and reducing employer National Insurance Contributions ”

Chairman of the City of London Corporation’s Licensing Committee James Tumbridge said:

“My colleagues and I are looking forward to receiving a record number of applications for accreditation for this year ’ s scheme , which makes a welcome return to the City after a five-year absence caused by the pandemic and its aftermath

“Not

On

The team behind Manchester's Edinburgh Castle have launched a second venue under a pub and grill concept Directors Nick and Hayley Muir opened The Lamb of Tar tar y in Manchester’s Nor thern Quar ter today (Friday 1 March)

As with Edinburgh Castle , the new all day dining menu has been curated by executive chef Shaun Moffatt who joined the group in September 2022 Moffat has previously held posts at Berber & Q, Manteca and within the Jamie Oliver Group

The Grade II-listed building has received a fresh fit-out,

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?

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

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-

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

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

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

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

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‘‘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

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

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

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

40 CLH Digital Issue 202

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

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

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ONLINE BANNER

LIBRARY

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-

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CUSTOMISATION AT ITS BEST

One of the cornerstones of HFE Signs' success is the unparalleled level of customisation and design suppor t they offer Understanding that ever y business has unique adver tising needs HFE Signs provides a bespoke ser vice that allows businesses to tailor ever y aspect of their banner, from size and design to maximise your message

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

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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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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

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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

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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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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

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Property and Professional

How To Attract And Hold On To Hospitality Staff

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

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

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

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

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