IN THEIR OWN WORDS

BY TANJA LISTER - DIRECTOR, KYLESKU HOTEL, SUTHERLAND

We closed the hotel on the morning of the 21st March, in line with lockdown announcements. As we are a seasonal business, we were just starting to get going for the season. We had opened on the 7th of Feb, but this had been a tricky month due to very poor weather and ongoing flooding across the UK. For most businesses in the North Highlands, the timing is awful as it falls right at the end of the winter closure period- and after any refurbishment/project costs have been committed. Coffers are empty. Furthermore, the main profits for the year are derived from trade between April and September, so the longer the lockdown continues, the greater the impact for the whole yearpotentially meaning that businesses will need to survive with little or no profit until Easter 2021. Given our location we are not in a position to recruit locally, and so need to make living provision for all our team- albeit some choose to settle here longer term. When we shut last month, we had a team of 23 FTE working with us, 14 of whom are currently living on site at the hotel- all locked down together. In the main, the furlough scheme is very welcome- our team are our biggest asset and we very much look forward to working with them when we re-open. Indeed, the hotel will be very reliant upon them in the early stages of re-opening and there is a risk that the longer the lockdown progresses, the more our live-in team will be suffering from cabin fever and choose to move on once restrictions are lifted. Particularly if other countries etc lift their restrictions and are recruiting for seasonal workers. However, we do have 5 new members of the team who joined us in March, in readiness for the Easter uplift. These team members are not eligible for furlough, and yet, these job offers were made many months ago. Some are from EU member countries and it is doubtful that they would even have recourse to Universal Credit. Given that many businesses were building up to Easter, this must be an issue that is reflected across the country. These employees will be needed to get businesses back on their feet. We have also applied for the £25,000 government granthowever, despite applying for this the day it was launched, we have not received anything. I do have a concern that cash will run out if this hasn’t arrived by the end of the month, especially as we will need to pay our team before claiming back the furlough from the government. Whilst it is helpful to defer VAT payments, we will have quite a large outstanding tax bill later in 2020 comprising of accrued VAT, Corporation Tax from 2019 and Self Assessment. Whilst we had reserves to enable these bills to be paid they will have been used up to keep the business afloat now. Ultimately though, we are kicking the can down the road and I would imagine that for most businesses it would be a great help if all tax bills could be deferred for a further 6-12 months. Especially as we will have lost a large part of the season- if not all. Our small communities will have been almost completely shielded from the virus, and this will bring a further dilemma. Many of our communities are understandably concerned that once tourism and travel re-starts, that with this comes a substantial risk of transmission. This was already true before the lockdown happened. In some instances, this concern spills over into rather aggressive and unwelcoming behaviour and it would be great to see local councils, MSPs, tourism bodies engaging with our communities to ensure we remain famous for our ‘Highland Welcome’ and that the concern doesn’t alienate our guests just as our businesses are getting back their feet. Finally, I would very much welcome discussion now about suitable exit strategies. Whilst almost all would agree that it is too early to ease restrictions now, this should not preclude serious conversations about shaping those exit strategies. Businesses need confidence in government, and also time to plan. The fitness of our businesses and speed of recovery will be very much dependant upon good planning and good decision making now. We have all witnessed the impacts of poor preparation when it comes to testing and PPE.

FIX YOUR LOST IDENTITY BY FRASER MCILWRAITH - DARK ART DRINKS

Business shutdown and home lockdown has been a necessary evil to help combat the Coronavirus. We have all experienced first-hand the pain of shutting businesses that we have given everything to over many years. This, along with the uncertainty of the future is challenging for our confidence, mindset and general wellbeing. Our identities are linked closely to the role that we play in society, as business owner, brand rep, bartender, Maitre’D, and it begs the question...who are we now? After thinking about this and taking a few weeks to come to terms with the current situation I have realised that we are all in the same situation and no-one is at fault. Furthermore, if we can have good communication and understanding of each other’s situation, and put frustration and blame to the side, then we can help each other get through this. It will be tough. Everyone in hospitality is out of pocket in some way or other and we all need to earn money to survive.

So… What can we all do to help ourselves during this time?

It’s a pretty obvious answer that personal growth, exercise, nutrition, and mindset are the things that we can focus on to be best prepared for the return to opening of business. But how do we actually do that well? The biggest asset we have just been handed is time. Having worked in hospitality for 23 years, it’s all too easy to fall into the trap of living and breathing work as your life. There’s always something to do, day and night and you feel like you’re trapped in a vicious sleep deprivation programme. I used to meet with people on a daily basis who were pale and had huge bags under their eyes. This job is not for those that need sleep. Now, the present circumstances might be contributing to some loss of sleep at night, for sure, so what actions could you take to help you sleep better? 1. My number one piece of advice for this is to build a routine that works for you (Below is just a suggestion) More important now than ever, as each day rolls into one and days of the week and weekends are the same.

I would recommend the below for 5 days of the week.

a) Wake up early. b) Down a pint of water and do some form of exercise. (This could be stretching/ yoga, a brisk walk/ run, or hoovering the house top to bottom (you will not be popular!)) c) Have some time to focus on you and your goals/ plan your day d) Eat healthy meals at set times e) Switch off from work at least an hour before bed f) Try and do everything in the same order to get ready for bed g) Read a book or listen to an audio book and relax

2. No caffeine after 2pm

You do not need any caffeine in your system after this time (especially if you’re not working!) If you need a pick me up, have an apple or banana, they will give you a sustained hit from the sugar, but slowly released to avoid an insulin spike.

3. No screen time/ phone time after 9pm (read a book or listen to one)

4. Have a glass of wine with your dinner, but no more alcohol after that (5 days a week)

5. If you’re really struggling to relax at night, try CBD drops. I started using them to relieve muscle pain and they work a treat.

FIX YOUR LOST IDENTITY

I’m a bit of a fanatic, but if you can do something, no matter how gentle or little each morning, then it’s better than doing nothing at all. Build it up step by step. Don’t start running 5k every morning when you haven’t walked more than to your car or the bus stop over the last few months. Just get the body moving and heart rate up. Combine this with your daily 1 hour walk, jog or cycle and you’ll fall into bed at night. And then there’s nutrition, I could write books on my thoughts on that. The biggest issue here is misinformation and the fact that we are all different and have different nutritional needs. I try to eat reasonably clean 5 days a week and then eat what my body craves the other two. If you can have a decent breakfast and lunch, then that would be a start. My recommendation for breakfast is dairy free porridge with chocolate protein (Vegan not whey!), banana and pumpkin seeds. For the rest of the day, stick to wholegrain carb sources and eat more fresh veg than you think you can, that’s all I’m going to say. Better nutrition and more exercise will turbo charge your body and your quality of sleep will be much improved. You will feel a million times better and have a more nimble brain. If you’re on furlough then you can still be training yourself for the current job or picking up a new skill to be indispensable on return to work. At the moment there are resources galore from all companies who are putting it all out there to keep everyone engaged and up to speed. This is important, but I believe your personal growth is more so. Set aside some time in your day just for you. Personal development is key for everyone and will help you perform in all aspects of life, not just work. Try starting with people like Simon Sinek, Tony Robbins, Jim Collins or even Dale Carnegie. Take it in the medium that suits you best. You can digest these by reading, listening or watching. And go in small doses of 30 minutes to allow you to reflect. Most of the hospitality lifers that I know, were not grade A pupils at school, and the purpose of this is not to feel like it’s a chore, take some time to look at things that interest you and will make you want to switch it on or pick up that book. This is a great opportunity to explore a specialist subject and expand your knowledge on that. You never know, this might grow into a new identity for you. If you can follow the above advice on sleep and personal growth for just two weeks, your mindset will be more positive and you will find that you have more ideas and projects that can be taken on right now, as well as building a list for return to work. The opportunities that are out there will start to hit you between the eyes and you will tackle them with ease.

DARK ART DRIN KS

DON’T SQUEEZE THE MIDDLE BY IAN CUMMING - INVERARITY MORTON

The old clichéd saying that ‘a week is a long time in politics’ can certainly be applied to many businesses all around the globe. In the wide and varied world of drinks wholesaling, a day became ‘a very long time’ in March of this year. We had just emerged from an exciting and optimistic start to the year, including probably our most successful wine tasting event ever in Edinburgh, when the enormity of COVID-19 became a stark reality for us all. It goes without saying that the health and welfare of the nation, and the entire planet, is by far the most important consideration in all of this and the decision to go into ‘lockdown’ was undoubtedly the correct one - we can always debate the timing, but that is not a topic for this particular piece. There has been quite a lot of publicity around the effect of this pandemic on the hospitality trade in Scotland, and quite rightly so, but sometimes the guy in the middle can be slightly overlooked – the wholesaler is the wheels that facilitate the workings of the industry. Brands need their products to get to the market and the outlets need a source to get the products to them. No brand owner would ever hold 5,000 products from over 260 sources and deliver in small quantities, in a combination of full and mixed cases, making single figure margins. Large turnover, however, does not always lead to large profitability. Even putting to one side the pricing, wine listing, product range, menu printing, promotional activity, credit terms and business consultation that a good wholesaler will provide … page one of ‘the big book of delivered wholesaling’ and, the most important part, is the provision of a set of wheels to get the brand to the outlet and allow them to do what they excel at, by getting it in front of consumers. When the lockdown was announced our turnover went from an average of £1.2m per week to virtually zero – as 98% of our business is the Independent On Trade in Scotland. We have a warehouse full of stock with no-one to sell it to. Overnight, the strengths and selling points of our business became our liabilities. A warehouse full of classic products and new and emerging spirit lines, exciting new wines imported from overseas all waiting to be distributed into the dynamic On Trade market

have essentially become frozen in time - without a welcoming home to go to. We are Scotland’s largest independent drinks wholesaler having been around for 75 years and where we are a bit different is that we don’t rely on private equity or bank finance. We are family backed and that should help ensure we are still very much around for the next 75 years once we are through this difficult time. We are not pretending that we are alone in having problems, far from it, but we had to think how we respond and very quickly. What were the urgent issues – STAFF… CUSTOMERS … SUPPLIERS. Our first consideration has to be for our staff – around 200 people employed in the business and dependant on us for a living. The government furlough scheme has been a huge help in this instance and we have topped up where necessary to ensure everyone is receiving 80% of their income. This has left a core of 20 people employed in now business-critical activities – basically paying our suppliers and trying to ensure we are paid also. There is a bit of a chain in the licensed trade … Supplier … Wholesaler …. Outlet … Consumer – we can only get through this if every part of that chain plays its part. We are engaged in proactive discussions with our suppliers as to how we can best settle our debts in a fashion that works for us both. The vast majority of our suppliers recognise the relationship we have and have acted accordingly in trying to support in different ways, however some have not and this may prove to be a very short-sighted approach when ‘normality’ returns. We in turn have been attempting to help our customers in as many ways as we can to agree a payment plan that will help us all through this. All I would ask from a licensee is please don’t run away from the conversation – we are here to talk and to help and almost always find a solution. Wholesalers will still need to be in existence when we come through the other side to oil the wheels and get our fantastic trade back on its feet.

LET’S GET MOVING BY JANET HOOD

This must be the worst ever time for the licensed on trade - premises closed to the public unless you are able to offer local service for pick up or deliveries of food and/or off sales. You can only offer off sales of alcohol if you have off sales permitted as part of your activities. Clients have been advising me they are not being able to access financial packages and that some breweries are being slow on permitting customers to take advantage of HMRC offer for tax repayments on ullage The Scottish Government has changed the law and now permits licensing boards to hold hearings other than by face-to-face due to coronavirus. Licensing matters including disputed hearings can be dealt with by phone, written communication (including electronic communication) or videoconferencing. A number of licensing boards are operating, taking in applications and dealing with them. As far as I know Aberdeenshire North - Fiona Stewart as Depute Clerk - had the first licensing board hearing in Scotland by video conference on 1 April. It was highly successful and I was sent a Skype business invitation well in advance -and tried the link the day before. Licensing board members, solicitors, and LSO’s all took part. I found it easier to go onto sound only as I found the video distracting others. Everyone had their say, questions were asked in the same manner as before board normally, the decision was delivered after board retired. Did I feel my clients and I had a fair hearing? Yes. I am also aware the City of Glasgow Licensing board were able to grant occasional licences under fast track procedure to permit off sales to take place in some breweries.

Some boards have announced they are not taking any more applications at present others thankfully are operating behind the scenes and likely to be setting up these non face-to-face meetings as we speak. While others are not responding at all despite constant requests for an answer one way or the other. No I am not going to name names as that is unfair and it may be that clerks and their staff are not permitted to respond. One has to ask though why aren’t all boards looking to adopt these newly approved procedures? The licensed trade must look to the future, many applications before boards at the moment will permit some trading to take place just now. Other applications are in train to enable premises to open, change and grow in the future. It is going to be hard enough for clients to resume trading without them having to wait months for applications to be granted. Clerks and Boards need to take pragmatic solutions just now to ensure the survival of this vital industry. Tourism and hospitality form a major part of Scotland’s GDP, employ nearly 300,000 people and their rates, fees, taxes and VAT pay for services of all sorts including local Government whose staff will either continue to be paid or be on furlough unlike many in the hospitality industry. Failure to consider applications and move business forward now will add to this disaster with fewer jobs, more deprivation, more health harm, more unemployment, more on going cost to state, less GDP, fewer tourists, fewer local facilities, more loneliness, smaller “society”, less innovation, less tax and rates into Government, bankrupt country.

Please licensing boards lets get moving again so we can face the future in as a robust manner as possible.

Bunnahabhain has received five awards across its range at the highly acclaimed World Whiskies Awards.

SIP AND SAVOUR SMOKEHEAD WHISKY WITH A CRAFT BEER ON THE SIDE.

The saltiness, the sweet peat, the seaweed. Smokehead’s bold flavours are full on and full of surprises. A perfect pairing for fresh fruity beer to soothe the fiery Smokehead.

USEFUL NUMBERS

BUSINESS HELPLINE The helpline is open Monday to Friday, between 8.30am to 5.30pm on - callers should select option one to speak to the COVID-19 team. 0300 303 0660

Free NHS Inform Coronavirus helpline has been set up for people who do not have symptoms but are looking for general advice: 0800 028 2816.

If you are concerned about being able to pay your tax due to COVID-19, call HMRC’s dedicated helpline on 0800 015 9559. Lines are open from Monday to Friday, 8am to 8pm and on Saturday, 8am to 4pm.

UKHospitality members are able to call the Legal Helpline for free to discuss any queries they may have 0870 043 4071. Members will require their UKH membership number.

Scottish Enterprise helpline 0300 013 3385. This Helpline can give guidance and advice on next steps in a supply chain collapse.

Anyone worried about their pension should ring the Pension Advisory Service (TPAS) on 0300 123 1047 for free guidance. Employees can also contact JobCentre Plus through its rapid response service.

ACAS provides free, confidential and impartial advice on all employment issues, for both employers and employees. Helpline - 0300 123 1100.

The Age Scotland helpline is a free, confidential phone service for older people, their carers and families in Scotland. Our team provide information, friendship and advice. The helpline is free to call and available Monday - Friday 9-5pm. 0800 12 44 222.

Redundancy support. The Scottish Government’s Partnership for Continuing Employment (PACE) is a well-established service to support individuals and employers dealing with redundancy. If you are worried about the short-term impact of COVID-19 on your employment please contact the PACE helpline on 0800 917 8000.

Coronavirus (COVID-19) and people living with HIV in Scotland Coronavirus Helpline is live between 10am - 6pm, Monday to Friday. Dial 0131 558 3713. www.citizensadvice.org.uk - also has advice on safeguarding your mental health

www.samh.org.uk - SAMH is the Scottish Association for Mental Health. Operating in communities to provide a range of mental health support and services

Anxiety UK. Charity providing support if you have been diagnosed with an anxiety condition. Phone: 03444 775 774 (Monday to Friday, 9.30am to 5.30pm)

Mind. Promotes the views and needs of people with mental health problems. Phone: 0300 123 3393 (Monday to Friday, 9am to 6pm) Website: www.mind.org.uk

No Panic - offering support for sufferers of panic attacks and obsessive-compulsive disorder (OCD). Offers a course to help overcome your phobia or OCD. Phone: 0844 967 4848 (daily, 10am to 10pm). Calls cost 5p per minute plus your phone provider’s Access Charge. Website: www.nopanic.org.uk

OCD Action - offering support for people with OCD. Includes information on treatment and online resources. Phone: 0845 390 6232 (Monday to Friday, 9.30am to 5pm). Calls cost 5p per minute plus your phone provider’s Access Charge. Website: www.ocdaction.org.uk

CALM is the Campaign Against Living Miserably, for men aged 15 to 35. Phone: 0800 58 58 58 (daily, 5pm to midnight) Website: www.thecalmzone.net

The Ben - www.bensoc.org.uk. 0141 353 3596. FREE Mental Health Helpline 0800 915 4610

Access the help and support you need through Partnership Action for Continuing Employment (PACE) is a free Scottish Government initative dedicated to helping individuals and employers faced with redundancy. Get in touch on 0800 917 8000.

www.citizensadvice.org.uk/scotland/work/ - has lots of info on your employee rights.

Looking for work? Here are some job sites: www.scotland-jobs.co.uk www.totaljobs.com www.s1jobs.com www.indeed.co.uk

incorporating the DRAM AWARDS 2020

Hilton Hotel Glasgow - 25th August 2020

incorporating the DRAM AWARDS 2020

CUSTOMER SERVICE AWARD

Customer service is paramount when it comes to running a successful business. BII Scotland is on the lookout for a pub, restaurant or hotel which fully embraces the customer service ethos. Do you know a business that does this? If so, they could be eligible for this Award. Judges will look at the measures that are in place to ensure staff are well trained in customer service. Short listing will be done by Mystery Shoppers and if necessary this will be followed up with a meeting with the judges. If you want to put a nomination in, do so now.

EMERGING ENTREPRENEUR OF THE YEAR

Buzzworks and Montpeliers are partnering to offer one emerging entrepreneur the opportunity to be mentored by one of the industry’s most experienced and successful individuals over a twelve-month period. Are you successful already, but would hugely benefit from great operational and financial advice, to allow your business to grow to the next level? If so let us know what you think you would benefit. All candidates will be interviewed too.

COMMUNITY PUB OF THE YEAR

At Carling, we’re proud to be Made Local and we believe all over Scotland people are making it where they are from. Local community pubs are at the heart of the Scottish licensed trade, and as the UK’s #1 lager, Carling is committed to supporting local and regional community projects through it’s Made Local Fund. This year, we are looking for a like-minded pub that shares the same ethos. Do you get involved in supporting local projects too or do you know a pub that does? Whether its charity events, or using local artists or suppliers, getting involved in sponsoring the local football team or backing local musicians – the judges will be looking for pubs that are not only part of the community but support it too. So if you know a pub like this or you work in one, or even own one – let us know. Enter at www.scottishbarandpubawards.com

INDEPENDENT PUB GROUP OF THE YEAR

Cellar Trends and its supporting brands of Stolichnaya Premium Vodka, Brockmans Premium Gin, Luxardo and Finest Call Cocktail Mixes/Puree’s is on the look-out for Scotland’s top Independent Pub Group. Groups that look set to impress the judges will be dynamic and forward-thinking, with a taste for growth and expansion and a commitment to investing in their employees. You don’t have to be big but you do have to be good. Enter your nominees at www.scottishbarandpubawards.com

Are you passionate about all things whisky, with a bold and industrious spirit? Do you love to share your whisky knowledge with your colleagues and customers, but dare to do things a bit differently? Or do you know someone that inspires you when it comes to whisky, with their hard work, optimism and authenticity? This category, ‘Whisky Guru of the Year’, is for people who not only have a great knowledge of whisky but are bold and fearless educators and advocates, with a real passion for craft. It is open to all on-trade employees or employers whether in the bar, pub, restaurant or hotel industry.