Hotel Scotland August 2017

HOTELSCOTLAND 05 – SEPTEMBER 2017

COVER LINES IN HERE COVER LINESCELEBRATES IN HERE LINDA JOHNSTON

LIFETIME ACHIEVEMENT AWARD ;OMDA HOUSEKEEPERS EXTRAORDINAIRE

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WE8

XJ9 Professional

CONTENTS

12

4

NEWS

9

DIGITAL MARKRTING

12

10 BUBBLES

14

HOUSEKEEPERS – SIX OF THE BEST...

19

PEOPLE NEWS

20

INTERVIEW: KEN McCULLOCH

25

HOTELS: A SOFT SECURITY TARGET?

29

DESIGN FOCUS: DUNSTANE HOUSES

36

DESIGN FOCUS: PLUMPY DUCK

36

WHAT’S NEW

38

EVENTS

CHAMPAGNE & PREMIUM SPARKLING WINE

• 10 BUBBLES

I

WELCOME

t’s interesting to note that there has been more investment in the hotel industry in the first half of 2017 than in the whole of 2016. From investment in premises to purchases it’s all going on, particularly in Edinburgh. Of course that’s also good news for Hotel Scotland because it means there is plenty to write about.

Our cover this month features the team at Auchrannie Hotel & Resort.. Boss Linda Johnston recently picked up a Lifetime Achievement Award and her team were on hand to congratulate her. She wasn’t the only hotelier to receive a gong – Bill Costley of Costley & Costley picked up the Gordon & MacPhail Award for Success. (See events).

This month we are publishing an interview that I did with Ken McCulloch for our sister magazine DRAM. I hope you don’t mind, but it is a good interview and worth repeating.

This month we also take a look at Digital Commerce and how you can use it to entice guests and we also have a Security feature.

Our design articles feature Dunstane House and the new Plumpy Duck at Bowfield House Hotel.

Our next issue will be out mid October.

Susan Young Editor

susan@mediaworldltd.com @hotel_scotland hotelmagazinescotland.co.uk

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• KEN McCULLOCH

36

• PLUMPY DUCK

HOTELSCOTLAND Published by Media World limited t: 0141 221 6965 e: news@mediaworldltd.com w: hotelmagazinescotland.co.uk

38

• EVENTS

Editor: Susan Young Editorial: Annabelle Love, Mairi Clark Advertising: Sylvia Forsyth, Lisa Clifford & Helen Aitken Production: Dougie Wagstaff, Lorraine Gourlay Admin: Cheryl Cook

Upper floor Finnieston House 1 Stables Yard 1103 Argyle Street Glasgow G3 8ND

Published by Media World Ltd. Subscriptions: HOTEL SCOTLAND is available by subscription at the rate of £52 per annum. The publishers, authors and printers cannot accept liability for errors or omissions. All rights reserved. No part of this publication may be reproduced in any form without the written permission of the copyright holder and publisher, application for which should be made to the publisher. Articles published in this magazine do not necessarily reflect the opinions of the publishers. © Media World Limited 2017. Printed by Stephens & George Print Group.

SEPTEMBER 2017 • HOTELSCOTLAND • 3

Leonardo buys five Scottish hotels Leonardo Hotels has aquired hotels across Scotland with the acquisition of the Portland Hotels portfolio for an estimated £42m. This adds an additional 536 bedrooms in Scotland to the Leonardo estate and increases the companies presence in Edinburgh to 445 bedooms.

Airport and The Huntingtower in Perth have joined its portfolio. Said Daniel Roger, Leonardo Hotels Europe Managing Director, “When we entered the market in the UK two years ago, we made it our goal to further expand our portfolio and strengthen the name recognition of the Leonardo Hotels brand.

Leonardo Hotels, is the European division of Fattal Hotels Group, an Israeli organisation owned by David Fattal. It operates more than 80 venues in 40 destinations. Until the acquisition of the five its only other Scottish hotel was the Leonardo Royal Hotel Edinburgh. Now, however, the Edinburgh City Hotel, the Edinburgh Capital, the Glasgow Pond Hotel, the Speedbird Inn at Aberdeen

“The purchase of Portland Hotels underscores this. I am convinced that our guests will love and appreciate this expansion of our offerings in key destinations across Scotland.”

Leonardo Hotels were advised by JLL Hotels and Hospitality Group and West Ridge Asset Management, French Duncan and DLA Piper.

Brodies represented the exiting shareholders.

CAIRN GROUP RESCUE ABERDEEN HOLIDAY INNS Two Aberdeen Holiday Inns have been bought out of administration by the Cairn Group.

The properties are the Holiday Inn Express City Centre and the Holiday Inn Aberdeen West, with 155 beds and 86 beds respectively.

The administrators were FRP Advisory and the brokers were JLL’s Hotels & Hospitality Group.

Around 125 jobs are said to have been saved as a result of the deal.

Richard Warren, Cairn Group Finance Director, said, “Aberdeen is still a busy thoroughfare for the corporate audience and as a result the convenient locations of the hotels make them popular with visiting trade as well as tourism.

It’s fantastic we’ve been able to retain all of the staff based at the two sites.”

Cairn Group, headquartered in Newcastle, already runs 31 hotels and more than 30 bars and restaurants across the UK. One of the locations they own and manage is The Queensferry Hotel, which has had a £15m investment and will reopen as The Double Tree by Hilton Edinburgh Queensferry Crossing this autumn.

IF YOU HAVE ANY NEWS FOR US AT HOTEL SCOTLAND EMAIL: NEWS@MEDIAWORLDLTD.COM

4 • HOTELSCOTLAND • SEPTEMBER 2017

Eden Locke opens Hyde & Sons Edinburgh aparthotel Eden Locke, which opened earlier this summer on George Street, now has its very own bar and coffee lounge called Hyde & Son. Although serving a range of spirits and wine, it’s the coffeeside of the business that the owners have concentrated on.

James Wise, winner of the London Coffee Masters competition 2017 will make sure customers get the best from the selection

of artisan coffee, rare and exclusive teas.

Local coffee roasters Fortitude and local brewers Harviestoun are among the suppliers and local bakery Twelve Triangles are providing the doughnuts and handmade pastries.Commented James, “We’re always tasting, tweaking, experimenting and discovering, and hope that our guests will have the chance to join us and do the same here at Hyde & Son in Edinburgh.”

NEWS Trivago has now made over 5 billion room rates visible to hoteliers around the world. With its new Rate Insights feature, trivago grants hoteliers access, say the company, “an unbiased and comprehensive set of data on traveller demand and competitor prices”.

Through Rate Insights, which is part of the companies complete metasearch marketing solution trivago Hotel Manager PRO, the company aims to provide hoteliers the information to “establish competitive pricing strategies.”

PAUL TAMBURRINI

TAMBURRINI GETS SET FOR HOLYROOD ADVENTURE

R

espected Glaswegian chef Paul Tamburrini will open his own restaurant at the Macdonald Holyrood Hotel this autumn

Tamburrini has worked at many of Scotland’s most glamorous locations, from Rogano to Cameron House to One Devonshire Gardens, but this will be the first time he’s had his name above the door.

Bistro by Paul Tamburrini will reportedly offer ‘a creative menu with beautifully executed dishes based around locality and seasonality of produce and a contemporary wine and drinks list’.

Said Paul, “This is a once-in-a-lifetime opportunity.

The management at Macdonald Hotels & Resorts

approached me with a really exciting proposal to combine their position as the UK’s largest independent hotel group with my ambition to open a restaurant in my name. Being part of a hotel environment is second nature to me and I’m very proud to be taking this next step in my career.”

Based in Edinburgh’s Old Town, the Macdonald Holyrood Hotel has recently enjoyed a £3m revamp.

Tamburrini’s arrival is the third high profile chef appointment at Macdonald Hotels & Resorts lately, with Tony Borthwick and James McCulloch Thomson agreeing to take over the kitchens at Macdonald Rusacks Hotel and Macdonald Forest Hills Hotel & Spa respectively.

NOVEL KIDS PROMOTION FROM REDEFINE BDL Redefine BDL Hotels (RBH) have launched ‘KidsAdvisor’, a quirky campaign that lets children review hotels.

Children staying at RBH hotels this summer were encouraged to give their thoughts via blogs and vlogs. Participating hotels then pick the best blog/vlog and the winner wins a complimentary overnight stay for them and their family. Said RBH Chief Operating Officer John Stuart, “With huge numbers of

families visiting our hotels each year, we know who the real bosses are when it comes to holidays. More often than not, kids are the true VIPs, with parents often choosing where to go and what to do on holiday based on what their children enjoy, and so we wanted to invite kids to tell us what they think about their stays with us.”

Aberdeen Altens Hotel and Erskine Bridge Hotel are amongst the venues taking part.

Johannes Thomas, Chief Revenue Officer and Managing Director at trivago, comments, “We were quick to realise that the price comparison data we provide to travellers is equally valuable for hoteliers. Therefore, we created a rate shopper that gives hoteliers easy and actionable access to this data, as well as data on traveller search volume that reveals fluctuations in demand. No other rate shopper has this combination of data in this amount and with this granularity.”

Rate Insights aggregates rates from over 250 websites and allows hoteliers to compare them by room type and other variables. Maximilian Kaufmann, Managing Director, Hotel Alte Krone, Kleinwalsertal, Austria comments, “With the Rate Insights feature we’re able to see our competitors’ prices and position ourselves in the market. And the statistics are beneficial when there are sudden changes in the market and we need to adapt accordingly.”

JD Wetherspoon have lodged plans to turn the first and second floor of the Archibald Simpson pub building in Aberdeen into hotel rooms. The existing pub area on the ground floor will remain as a pub and male and female toilet facilities available on the first floor will also remain in place but the plans include turning the first and second floors, which are currently used as office space, into 29 hotel rooms. This includes 21 double rooms, three family rooms, two twin rooms, two single rooms and a disabled access room.

The pub group has also proposed developing a 1140- sq ft beer garden to the rear of the building on unused yard space.

SEPTEMBER 2017 • HOTELSCOTLAND • 5

MANORVIEW HOTELS PUT PEOPLE AT HEART OF COMPANY WITH PROFIT SHARE SCHEME The Manorview Hotels & Leisure Group has launched a Profit Share Scheme, called the HeartCount Fund to benefit its entire workforce.

Managing Director Steve Graham has taken the opportunity to focus on people as the Group looks forward to the next stage of growth. He says, “We have just celebrated our 10th birthday and this milestone is a good time to reflect. Like most businesses we started small, but growing bigger has led to new challenges.

These include finding effective ways to communicate to all employees, to recognise their worth, develop them as people, and to ensure they feel part of a bigger picture and vision. It’s their hard work and effort that help us to continually grow.”

Under the new Profit Share Scheme announced for the financial year to 31 March 2018, Manorview has committed to allocate 10% of its Pre-Tax Profits to the HeartCount Fund to be shared across the Group’s workforce.

All employees who have worked for the Manorview Group for a continuous period of 12 months will qualify for two Profit Share pay outs; one calculated on half year profits and a further payment based on full year results. The HeartCount Fund will be distributed in proportion to qualifying employee’s earnings. The first Profit Share payment will be made in January 2018.

The Group have said that they are aiming for a initial HeartCount Fund of more than £200K which will be distributed amongst qualifying employees.

The name HeartCount places people at the very centre of Manorview, where people are the pulse, and the heartbeat...‘Heartcounts’ rather than ‘Headcounts’, say the company.

Graham concludes, “Creating a happy and rewarding working environment for our people, will lead to increased levels of service and memorable experiences for the customers who visit us.”

6 • HOTELSCOTLAND • SEPTEMBER 2017

Skye hits the news...

Overcrowding on the Isle of Skye has became a surprisingly fierce topic of debate over the summer.

A stream of stories ran by media outlets spoke of traffic jams on the Skye Bridge and a shortage of accommodation leaving tourists with nowhere to stay for the night, with many of the articles quoting local sergeant Bruce Crawford, who had encouraged visitors to “plan ahead unless they want to spend a night in the car.”

However Lochaber and Skye Police then took issue with the BBC’s reportage in particular, tweeting, “We haven’t said anything like that at all” in response to the public broadcaster’s interpretation of Crawford’s advice.

VisitScotland operate an office in Skye’s capital Portree and confirmed that there have been some issues.

A VisitScotland spokesperson told Hotel Scotland, “We appreciate that some visitors to Skye, who do not know the area, may not be aware of the reduced accommodation options and increasing popularity of the island, and have found difficulty securing accommodation for the night. Our staff have been trying their best to assist these individuals where possible. We are now in the midst of the busiest part of the tourist season.

“In this time when availability is already likely to be limited, we’d urge all visitors to book suitable accommodation before travelling. Our website offers a national booking service and can help visitors plan ahead for their journey to Skye – or indeed any of the other fantastic areas that Scotland has to offer.”

Skye has enjoyed a boost in interest after scenes in motion pictures such as Prometheus, Macbeth and The BFG were filmed there, in addition to the video for Harry Styles’ debut single.

Crawford had originally said, “The summer months are an incredibly busy period on Skye and this is obviously good for business, but it can create problems, especially with accommodation often at a premium.

“I would never advise people against visiting our beautiful island but I would ask people to use common sense before travelling without booking accommodation in advance if they intend to stay overnight.

“People regularly arrive at the station with nowhere to stay asking for advice and it is simply not possible for police to phone round hotels and B&Bs to try and find them accommodation.”

FICO BUY CRERAR HOTELS Crerar Hotels have been sold to a Thai conglomerate Fico Corporation. The company has bought 12 hotels in total which brings its total estate to 19 in Scotland. The estate includes the Loch Fyne Hotel & Spa, the Oban Bay Hotel and its GoGlasgow hotel. The price has not been revealed but it has been estimated at around £40m with around 50% of the net process to go to the Crerar Trust Charity.

A total of 13 hotels, 12 in Scotland and one – Chevin Country Park Hotel and Spa – in Otley, Yorkshire have changed hands as part of the

deal, although the Edinburgh-based business has retained consultancy arm Crerar Management.

Negotiations went on for a year between Krit Srichawla and Sanjay Singh – Chief Executive and Managing Director of Fico respectively – and Crerar Chief Executive Paddy Crerar.

Fico, headquartered in Bangkok, was founded in 1947 by the Srichawla family and has interests ranging from hospitality to luxury retail, technology and media. Its UK holdings include the Lion Hotel, Shrewsbury and the Mercure Ayr Hotel.

Charlotte Square (formerly the Roxburghe) will open a new Mediterranean restaurant this October called BABA – which will run by the team behind Glasgow’s Ox and Finch – Jonathan MacDonald and Daniel Spurr and Katherine Arnold and Robbie Bargh from London-based Gorgeous Group BABA will focus on lamb, beef and seafood spiced and grilled over coals, and will open on October 2nd as part of Principal’s £25m revamp of the Roxburghe Hotel. The key parties are Jonathan MacDonald and Daniel Spurr of Ox and Finch, plus. David Barnett, formerly of The Torridon Restaurant. Said MacDonald, “We have been overwhelmed by the success of Ox and Finch in Glasgow, and are so excited about bringing a completely new offering and dining experience to the people of Edinburgh.”

XXXXXXXX NEWS

HELICOPTER HOTEL? The title of Scotland’s most unusual hotel has surely been claimed – by a Sea King helicopter in a field just outside Stirling!

The former Royal Navy chopper was purchased by farmer Martyn Steedman for £7,000 at a Ministry of Defence auction in Lincolnshire, transported 320 miles north to Mains Farm, Thornhill then cramed into place.

Inside, the helicopter has been sanded, insulated and painted, with a sun dome and glazed patio doors added on one side. There’s a shower, mini kitchen and room enough for a family of five, with prices starting at £195 for one night..

• Cromlix House

ICMI expand into Caribbean Scottish-based Inverlochy Castle Management International (ICMI) is to launch a new management company operating in the Caribbean. The company is named The Liming and an announcement will be made regarding which properties it will be managing soon. One already announced is The Liming Bequia on St Vincent and the Grenadines, which is due to open in November 2018.

record of developing and managing profitable hotels which are known for exemplar service and attention to detail.

ICMI Managing Director Norbert Lieder has experience in that part of the world having managed hotels in St Lucia and Kitts for five years. Also involved in the venture are developer Jonathan Milne of FM Group and real estate investor Kelly Glass of K-Group.

“Our intention is to replicate our success in Scotland, where we now manage 14 properties, across the Caribbean islands.”

Lieder commented, “We have a track

“While there are a number of great hotels across the Caribbean we believe there is a real gap in the market for a new concept of relaxation with no gimmicks or distractions – just a fabulous product and the best service on offer.

ICMI’s portfolio of boutique hotels includes Cromlix House near Dunblane, owned by tennis star Andy Murray. The company was originally founded by senior management at Inverlochy Castle Hotel in 2009.

The Inn at Lathones seeks new owner The Inn at Lathones, a historic East Neuk coaching inn, complete with lounge bar, 34 cover restaurant, function suite and 21 bedrooms and only five miles from St Andrews, is up for sale. Offers around £795,000 are being sought by DM Hall who are responsible for selling the business. The business has a 3-star Visit Scotland rating.

EDINBURGH HOTSPOT FOR INVESTMENT The Scottish hotel sector has had almost the same amount of investment in the first half of 2017 as it did in the whole of 2016, according to global property experts Savills.

The 2016 figure of £119.7m is certain to be eclipsed, with the 2017 transaction total already sitting at £118m.

Edinburgh remains far and away the biggest hot spot, with 75% of the money in question spent in the Capital. Savills pinpoint the influence of overseas investment, £46m having been spent in six deals alone. High profile recent acquisitions include Chinese group Creation Gem taking on the Isle of Eriska Hotel and Spa in Oban, Singaporean 7 Hospitality buying the DoubleTree

by Hilton Dundee and the Bonham Hotel in Edinburgh’s sale to a US investment group.

Steven Fyfe, Associate in the Hotels Team at Savills Scotland, remarked, “Hotels in UK regional cities are in high demand with overseas investors – fuelled by the relative weakness of Sterling, resulting in advantageous exchange rates, and the sharpness of yields in prime markets, providing owners with the opportunity to sell very comfortably just now.

“Edinburgh remains the most sought-after hotel market in the UK outside of London where occupiers and investors are keen to increase their presence by virtue of size, various brands and new concepts.”

SEPTEMBER 2017 • HOTELSCOTLAND • 7

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FEATURE

DIGITAL MARKETING T

HERE was a time when we thought of digital as somehow separate to marketing but those days are long gone. In a world where the average UK adult now spends more time each day on mobiles, landlines and the internet than they do sleeping, it has to play a key role in your business.

With almost 60% of hotel bookings now occurring online, your website is most often the first impression customers have of your venue. In a highly competitive industry like hospitality, paying attention to elements that give your business the edge pays dividends – so things like Search Engine Optimisation, social media and review sites are also increasingly important.

Patrick Landman, CEO at Xotels, a revenue management consulting and outsourcing company for hotels, believes great website design is the first step to digital marketing success.

He explains, “Your hotel website is your business card and the most important tool in generating direct bookings. It’s your best friend and you should treat it with care and attention to detail.”

His top tips include having an original design and a style which reflects the character of your hotel. It should include a user-friendly booking

engine and be well-optimized to attract natural search engine results.

He says, “The design should be impressive, clean, functional and easy to navigate. Explain everything in great detail – it may help to ask your reception staff what questions they are asked most often – use as many pictures as possible, a great video of your venue, include guest reviews and make sure your site is mobile friendly.”

That last point is particularly pertinent given that 30% of all direct online bookings are made on mobile devices (Rezdy) and 65% of tourists book same day hotel reservations on a mobile device (Statistic Brain, 2015) – while desktop website revenue is down.

Patrick also highlights the fact that change is constant so hotels need to be proactive to stay ahead of the game. He explains, “Major search engines (like Google) are changing their algorithms more than 500 times a year, plus introducing new features and functionality. All the changes impact how search results appear on the Search Engine Results Page (SERP).

“What you want is that potential customers spend longer times on your pages and that they visit more pages of your website and you need uniquely engaging content to achieve this.

“Also you want to minimise the bounce rate – people leaving your website from the

BY ANNABELLE LOVE landing page without browsing any further.

Those metrics send positive signals to the search engines, which utilise the information in determining where a page ranks on the SERP.” He recommends that hotels check their ranking visibility regularly, using tools like Google Analytics and Bing Search Console, and make changes as user search demands and the competitive landscape shifts.

Grant Ruxton, Managing Director of Boyd Digital, adds, “In my experience working with global hotel chains and travel companies a strong international Search Engine Optimization strategy is vital.

“Technical SEO ensures that customers and Google finds the great content that hotels have worked hard to produce. It generates high value incremental direct bookings, adding to the bottom line and reducing aggregation fees.”

Melissa Lang, Digital Marketing Team Leader at Smarter Digital Marketing in Glasgow, says that there is no ‘one-size fits all’ campaign when it comes to effective digital marketing strategies for hotels.

She explains, “It is important that your website stays on brand and if that means a web design update, it is worth the investment.

“Any digital marketing strategy should cover both short-term and long-term goals. SEO,

SEPTEMBER 2017 • HOTELSCOTLAND • 9

FEATURES actively responds to both negative and positive feedback. One way to target customers who may have complaints is to email guests before they check out, so that you can ask them to report any issues directly.”

TripAdvisor found that 65% of their users are more likely to book with a hotel that responds to reviews, while 85% say that a good management response to a poor review improves their impression of a hotel.

Digital signage software has a growing role to play in helping your guests get the most out of their stay and boosting your marketing efforts and there have been some exciting advances on this front.

when maintained, is a long-term digital marketing strategy. Once your hotel gets to page one, it is not guaranteed to stay there, which means a continual SEO strategy should be put in place.

Online Travel Agencies (OTAs) also present a considerable challenge to hotels, with sites like Expedia and Booking.com accounting for a significant chunk of the market – despite commission fees of up to 15%.

“As for Pay Per Click (PPC), your hotel can start generating revenue almost instantly.

Constantly running campaigns can be fairly expensive, which is why you should also get a PPC expert to look over your ad scheduling and the keywords that you are using as click bait.”

Independent hotels can be particularly dependent on them with research suggesting that, while 42% of their rooms are booked online, just 24% of these bookings come via the hotel’s own website. The remaining 76% are made via OTAs. Yet research also shows that most customers would rather book directly with a hotel – as long as they can do so easily and for the same sort of price as they would get if booking via an OTA.

She adds, “Hotel comparison sites are dominating SEO results, which means independent hotels may struggle to keep up with their local competition. At least 60% of your business should come from organic traffic and SEO will help your business achieve quality traffic through carefully considered keyword research.

“Digital marketers often use the term ‘content is king’, and this could not be more true when it comes to marketing hotels, as millennials are constantly looking for exciting spots home and away.”

One of the issues, she says, is that many hotels are not achieving their marketing goals – and that even venues with excellent reputations can struggle to attract new guests.

Melissa explains, “The main objective for hotels with online booking platforms should be driving traffic to the website and improving sales online.

Building long-lasting relationships with your customers is important in keeping them coming back after their initial booking.

“You should keep your brand at the forefront of everything you do – and this is where email marketing comes into play. Email marketing is successful if it is balanced, but sending out hundreds of emails to your customers will not work.”

10 • HOTELSCOTLAND • SEPTEMBER 2017

Patrick Landman, of Xotels, again, “The elevated fees hotels have to pay to third party websites for selling their own rooms can leave them with substantially reduced profit margins.

“On the top of that, often hotels are forced to sign agreements with OTA’s stating that they can’t offer lower prices on their hotel website directly, but the winds have been changing lately and the ‘trend’ is shifting back to divert the business from OTA’s directly to the hotel’s own website.”

Melissa, at Smarter Digital Marketing, highlights the importance of guest reviews. She explains, “Online PR is incredibly important to the success of your brand, in fact, 87% of customers will not choose your hotel if it has negative or no online reviews. Having reviews on your website shows customers that you are transparent and trustworthy, two qualities which are extremely important within the hotel sector.”

She suggests adding positive feedback to your website using applications such as Trust Pilot, adding, “It is also important that your hotel

Hotel groups like Marriott and Radisson are using Enplug – a package that enables live streaming of social media, including Instagram, Facebook and Twitter, so that their information displays are constantly updating.

The device connects to HD TVs and WiFi and gives marketing teams the ability to manage content from any computer or mobile device via a user-friendly web dashboard. Multiple Apps can be enabled for a rotating selection of content – you can also include the TripAdvisor rating and reviews for your business as well as events and localised news.

Bill Garrity, CEO at Engage Displays, whose firm has exclusive distribution rights to supply Enplug software in the UK, believes that simplicity and ease of use is the key to successful marketing packages.

Bill says, “The Enplug technology has evolved to a point where its offers a simple, ease of use of really powerful content. It also includes usergenerated content so your guests feel they are part of the environment, that they have a voice at your venue. Being able to see that this is part of the hotel.

He adds, “We work with some of the biggest brands in the world but smaller organisations can also afford this technology because it doesn’t have the same requirements.

This is just the sort of advance that potentially takes media and communications to a whole new level for the hotel industry. It makes it easier than ever to adopt a 360-degree approach to marketing strategies – with digital taking centre-stage rather than being an afterthought.

With more and more of us – from millennials to silver surfers and everyone in between – becoming tech-savvy, the digital marketing genie is definitely out of the bottle. If you haven’t already, it’s time to embrace it.

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SEPTEMBER 2017 • HOTELSCOTLAND • 11

BUBBLES

BUBBLES...

01 Marie Stuart NV, Champange

02 Cava Nuria Claverol Brut Reserva Pinot Noir,

03 Pierre Mignon, Grande Réserve Premier Cru,

Exclusive to Wildflower Wines in Scotland, this is the quintessential Scottish Champagne.

Named after the historical Mary, Queen of Scots and with obvious links to Linlithgow (the birthplace of the Queen and where Wildflower Wines are based) this Grand Marque Champagne house certainly overdelivers on both quality and value.

The Reine d’Ecosse is elegant, with fine bubbles and a generous, sunny passionfruit-laden palate, while the Passion d’Une Reine is extremely refined and intensely effervescent. Both stunning and guaranteed to give more wellknown Champagne houses a run for their money!

Carlos Sumarroca is one of Spain’s most important and awarded agriculturists and together with his wife Nuria the enterprising couple set about establishing Sumarroca. They practice sustainable farming, harvest at night, and only use free-run juice. Combining their passion for the land and tenacity in cultivating vines, their Cavas have bags of personality and character.

Champagne Pierre Mignon is a family owned house located in Marne Valley. Mignon produces stylish Champagnes with a fresh, vibrant character, all of the wines are made within their own cellars where attention to detail and quality is paramount. Their fresh and vibrant character is balanced with a soft and creamy mousse to produce Champagne that is perfect for any occasion.

Rosé

Aromas of red fruits, bringing out touches of ripe cherry, strawberry and ripe plum. It is fresh with fine, elegant bubbles. An elegant and exciting Cava that is perfect for special occasions and is as striking in the bottle as in the glass.

Champagne

A crisp, well balanced champagne with citrus hints on the nose overlaid with touches of brioche and yeastiness. The palate is fresh, clean and lively with a creamy mousse and long finish.

www.alliancewine.com

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04 Blanc Pescador

05 Perelada Brut Reserva

06 Gran Claustro Cuvee

He lives in the sea , works in the sea , dreams about the sea . The only thing that interests him on dry land is our petillant , dry wine... Pescador Blanc .

Perelada Brut Reserva is made with wine of the three typical cava varieties: Macabeo, Xarel·lo and Parellada. This is a classic cava made according to the traditional method, with the utmost rigor and care that are characteristic of Perelada. The second fermentation takes place in the bottle, following the traditional method. It stays in the cellar for about fifteen months before disgorging.Tasting note: Pale yellow colour. Good bubble detachment. Thanks to its ageing, it has developed a fine aroma with fruit hints, well balanced structure, elegance and sensorial richness form an unmistakable personality

A King amongst cava’s and one of the most highly decorated wines from this classic region of Spain. When the USA president Dwight Eisenhower visited Spain in 1959, a small selection of Perelada’s cava was chosen to be served at the reception banquet.

The absolute success of this experience gave birth to the idea of creating a high quality cava: the Gran Claustro. ‘This is a handmade cava that ages in the cellar of the monastery annex to the Perelada Castle. The same cellar located under this splendid gothic cloister where the Carmelite monks made wine more than six centuries ago.’Tasting note: Straw yellow colour, with shades of green. It has a generous and steady bubble stream that forms a perfect crown. Clean ripe fruit aroma with ageing tones and toasted notes. www.inveraritymorton.com

www.wildflowerwines.co.uk

Made by natural fermentation techniques this stunning wine has a fine , light and natural sparkle . In Spanish these wines are called vinos de agua , which means needle wines .

A great alternative to Prosecco and a fantastic match with sea food. Available exclusively in the UK from Inverarity Morton www.inveraritymorton.com

www.inveraritymorton.com

12 • HOTELSCOTLAND • SEPTEMBER 2017

OUR GUIDE TO SOME GREAT CHAMPAGNES & PREMIUM SPARKLING WINES

AFTER DINNER

LIQUEURS

07 Jacquart Brut Mosaique

DUNKELD ATHOLL BROSE

Inspired by an ancient Highland recipe, the award winning Dunkeld Atholl Brose is a delicious boutique liqueur that captures the best natural flavours of Scotland. A luxurious golden blend of single malt whisky, honey and carefullyselected herbs, Dunkeld Atholl Brose is a unique product steeped in Scottish history. This former “Best Liqueur in the World” award winner is also a versatile and modern liqueur ideal for cocktails like the Highland Mojito or a Rusty Nail on the rocks.

ThisJacquart Brut Mosaique is a blend sixty crus, that is to say, sixty villages throughout the Champagne area – what a mosaic!

It’s within this large range of sites in Champagne that the winemaker draws together the different shades through careful assemblage, creating a cuvée that is ethereal and which seduces lovers of JACQUART. Brut Mosaïque is a wine for all times, sharing the pleasures of daily life, celebrating good news, and friends that pop round unexpectedly – this is the champagne you always have in the fridge.

To find your local wholesaler please call Gordon & MacPhail on 01343 554 801. For more information please visit www.gordonandmacphail.com

“Our Brut Mosaïque elegantly shows the uniqueness of our style, expressing the result of selection and choices without compromise.” Floriane Eznack, Jacquart Cellar master www.enotriacoe.com

08 Jacquart Rosé Mosaique The cuvée opens up a whole new palette of colours and flavours, with an intense salmon pink hue.

The aromatic elegance is supported by an overhead structure. Undeniably, there is life in this wine.

“The Rosé: An apéritif for 6pm, under a blue sky with good friends a «life in pink» I love this delicious palate... Cherry, licorice, rose.

Enjoy with sushi.” Floriane Eznack, Jacquart Cellar master www.enotriacoe.com

MAGNUM

Magnum Cream Liqueur is a delicious blend of premium Speyside Scotch Whisky and luscious Dutch cream blended and bottled in Edinburgh by the award-winning BenRiach Distillery Company.

Creamy notes of chocolate, caramel and toffee play off the Scotch malt whisky for a balanced experience that is luscious but not sweet. It is distinctively packaged in a unique quick chill, 100% Recyclable, Stainless Steel canister. Magnum is a versatile, high quality Highland Cream that makes the perfect gift.

Support Scottish and find your local wholesaler by calling 01343 554 801.

For more information please visit www.magnumcreamliqueur.com SEPTEMBER 2017 • HOTELSCOTLAND • 13

HOUSEKEEPERS EXTRAORDIN HOUSEKEEPERS PLAY A VITAL ROLE IN HOTELS HERE WE FOCUS ON SEVEN OF THE BEST.

JO WILBY

Executive Head Housekeeper, The Balmoral Hotel, Edinburgh Number of staff: Just under 60.

Number of rooms: 188 including 20 suites.

How long have you been a housekeeper?

From the age of 17 – 27 years! I have always had a passion for Housekeeping over food and beverage and all other areas of hospitality. After 27 years I can’t imagine doing anything else!

How did you get into hospitality?

I studied hospitality at Carlisle College, from there I furthered by knowledge at Huddersfield University. From 1995 I worked as a floor supervisor in Manchester, this was when I became a part of the UK Housekeepers Association (UKHA) which since has given me endless opportunities to progress my career through experiencing various hotels throughout country.

I moved to Edinburgh 18 years ago, spending 12 years at Norton House and Spa and then onto to open Hotel Indigo on York Place before progressing to The Balmoral in 2016.

What is the hardest part of the job?

Driving team members to take ownership and see housekeeping as a career, not just a standard position. It is challenging for people to present new ideas to drive forward, and this is extremely important to me in order to progress within the industry. I am passionate about demonstrating to

BY SCOTT FLEMING

FEATURE

NAIRE

Housekeeping Manager, Grand Central Hotel, Glasgow

LYNNE DOYLE

my team the opportunities that a housekeeping career can reward you with.

Is there any gadget or trick of the trade you find especially useful?

Knowing your team and learning individual’s strengths, getting to know their personalities and what they enjoy. This aids me at a management level to maintain a happy team dynamic. It also helps when planning rota – one team working together to exceed expectations!

What’s been your proudest moment at work?

The opportunity to manage the housekeeping department at The Balmoral. I am very proud to work at this 5-star establishment and landmark in the city – I have always been passionate about working here.

What’s the strangest thing you’ve seen or found in a hotel room?

There have been a few occasions where I have been faced with a few unwelcome surprises!

On two occasions I have had a warm welcome from a bat – which was a challenge due to their endangered protection. On another occasion I was met with several crows that unfortunately had made their way down the chimney – both occasions not at The Balmoral!

Any tips for aspiring housekeepers?

As the Scottish chair and National Deputy Chair of the UKHA, if you are seriously considering a career in housekeeping, I would strongly recommend becoming a part of the association.The UKHA has been a hugely important part of my career, it has aided me to network and build contacts, progress my skills and knowledge about the industry.

Housekeeping is a career that can take you all over the world and provide you with endless diverse opportunities.

BROUGHT TO YOU BY

LORNA STEVENSON

Housekeeping Manager, Perle Oban Hotel, Oban Age: 48 Number of staff: 15 Number of rooms: 59

How long have you been a housekeeper?

22 years, but I’ve been in my current role since March.

How did you get into hospitality?

I was ten years in nursing at residential care homes, then I moved up to Oban and needed a job. I answered an advert for a housekeeping role in a hotel because I’d always been good at cleaning, and that’s how I met my husband – he interviewed me!

What is the hardest part of the job?

I look for 100% in everything we do. I am adamant that the guests get what they pay for or more, so I need everything to be perfect. The hard part is training the girls so that they achieve my standards.

Is there any gadget or trick of the trade you find especially useful?

There’s a high shine cloth supplied by Robert Shaw that I’ve endorsed on Instagram. It’s the best product that I’ve come across for years, you can clean a whole room with just one of these wet cloths, it grabs up every bit of dust.

What’s been your proudest moment at work?

I’ve been put forward three times for Housekeeper of the Year in the Argyll & Lomond region at the Scottish Hotel Awards and last year I won. I cried, I couldn’t believe it. It’s not about the winning, it’s about personal recognition, the

fact that somebody, somewhere has recognised that I’m doing a good job. People think housekeeping is just hoovering and dusting, but I live and breathe it, and to go up on a stage in a nice gown and get an award meant everything to me.

What’s the strangest thing you’ve seen or found in a hotel room?

A cat in a box! I’m a cat woman, I’m crazy about cats, and I just wanted to take it home with me!

But I could probably write a book based on what I’ve seen.

Any tips for aspiring housekeepers?

It’s not for the faint of heart, and it’s not for the money – it’s a passion. If you’re passionate about it, you will succeed. Housekeepers need to be highly motivated and dedicated. I love what I do, it’s my life.

SEPTEMBER 2017 • HOTELSCOTLAND • 15

FEATURE

SARAH CURRIE

Executive Housekeeping Manager, Cameron House Lodges, Loch Lomond Age 44 How long have you been a housekeeper As a Housekeeping Manager approximately 20 years.

How did you get into hospitality?

I started in housekeeping when I was just 14 years old, as a weekend chambermaid in a 488 bedroomed hotel in Folkestone Kent.

I was employed with that establishment for 18 years working my way up through the ranks as a Supervisor, Senior Supervisor, Assistant Manager to Executive Housekeeper.

Then in August 2005 I relocated with my family to Loch Lomond looking forward to new challenges, In September of 2005 I was successful in securing a position of Assistant Lodge Housekeeping Manager at Cameron House Lodges. I was then fortunate enough

to be head hunted for the launch of the brand new sister resort to Cameron Lodges, The Carrick Lodges, Golf and Spa Resort. Spending 6 years as Head Housekeeper at The Carrick I then returned to Cameron House Lodges as Executive Housekeeping Manager of both resorts for the last 6 years.

What’s the hardest part of the job?

Housekeeping is a very hard job, balancing duties, staff and keeping the standards high and the guests happy.

Is there any particular gadget or trick of the trade you find especially useful?

Happy workforce is a productive workforce, Routine is a must.

What’s been your proudest moment at work?

I received the accolade Manager of the year in 2012.

Strangest thing you’ve seen/found in a hotel room?

Some are too rude to mention, you name it we’ve found it. a wooden leg has been one.

Any tips for aspiring housekeepers?

You have to have a passion for hospitality and hard work. Every day is a challenge some less than others but it is a very rewarding job and you will meet some exceptional people along the way, some will even become lifelong friends and colleagues.

ANGELA JAMES-LIDDLE

Head Housekeeper, Doubletree by Hilton Glasgow Central, Glasgow Age: 51 Number of staff: 45.

Number of rooms: 300.

How long have you been a housekeeper?

I have been a Housekeeper for more than 17 years and Housekeeping Manager for 15 years.

How did you get into hospitality?

I had no previous Hospitality experience before joining this hotel as a Room Attendant in March 2000. I knew this would be something that I would be good at and have a real passion for.

What’s the hardest part of the job?

A few things are quite challenging in my role.

The hardest one for me personally years ago, was learning and understanding the difference between being a boss and being a leader. I selftaught myself over a 12 month period, taking one topic per month and studying best practices.

Finding the right people is also a huge challenge for myself and colleagues alike. This job is like marmite, you either love it or hate it and all too often Housekeeping are classed as Back of House with little importance, which I completely disagree with. We are the grass roots of the

16 • HOTELSCOTLAND • SEPTEMBER 2017

hospitality industry. Without clean rooms and public areas there would be no guests. We are the guests journey. Getting people to buy into that can be a real challenge at times.

What’s been your proudest moment at work?

Every day I am proud. Proud of my team and how they do such a hard, physical job with pride and passion on a daily basis. I am proud of the way I have developed my team. All of my current Supervisors and my Deputy are “home grown” from starting as Room Attendants and developing into their current roles. Rebranding and undergoing a full refurbishment was also one of my proudest moments alongside achieving fantastic cleanliness scores in our QA audits. That makes everything worthwhile. On a personal level I was awarded Housekeeping Manager of the Year in 2009. This was a fabulous achievement for me.

Any tips for aspiring housekeepers?

This role is very rewarding and certainly not mundane. It is like having a second family, your work family as I call them and that gives great satisfaction watching your team grow. Listen and communicate with your team. They like to be a part of what is going on. Every day is a new experience. Be a leader and not a boss. If you can get those things right, everything else will fall into place.

At Fishers we know about the valuable contribution that housekeepers t: 01334 658036 m: 07595 116668 claireb@fisherservices.co.uk

BROUGHT TO YOU BY

BRENDA BALNAVES

Head Housekeeper, Crieff Hydro, Crieff

Age: 50 Number of staff: 70 Number of rooms: 215 How long have you been a housekeeper and how did you get into it?

I’ve been in housekeeping 30 years. During the summer of 1984/85 I acquired a summer position working and living in the Dundaroch Hotel in Pitlochry. I was recruited to generally assist for the two summers and I fulfilled all positions in the hotel from housekeeping, to

reception, waitressing too. Sadly I was not allowed on the bar. I’m not sure why! But I loved the buzz of turning the hotel around following coach departures, welcoming the new tours, making their stay happy. I became hooked on the hospitality industry. The majority of my career was spent at the Old Course Hotel in St Andrews, seeing/meeting famous people was a buzz in itself. However in the industry you either have to love it or hate it, it’s like a love hate relationship with your career.

What’s the hardest part of the job?

The hardest part is convincing the accountants you need a new vacuum... but seriously the hardest part is when you receive a guest complaint, filtering the complaint down to your team members and seeing their faces, knowing they have worked hard to achieve the standards, continuous coaching and training are key. It can be a difficult role to recruit for and

initial training takes time.

Is there any particular gadget or trick of the trade you find especially useful?

Keeping a handy little screw driver set in your packet can be useful, even the ones from a Christmas cracker, work amazingly when you’re trying to get dirt out of those awkward little spots.

What’s been your proudest moment at work?

I’ve had a few... I do llike seeing a plan come into action – from simple things like implementing a deep cleaning schedule to when I joined a team in Canada in a 263 bedroom hotel. The team were wary which is to be expected. Within 6 months I managed to turn the department around, raising the employee satisfaction ratings by around 10.4% and all it took was treating the team with respect and listening to them.

Any tips for aspiring housekeepers?

Work hard, stay focused, be honest and earn trust through your employees and employers.

Help and assist at all times, the paperwork can wait, your guests won’t.

FABIEN WILLIAMSON

Deputy Head Housekeeper Blythswood Square Hotel, Glasgow How did you get into hospitality?

My move to hotels was unplanned following redundancy and I have never looked back, I love my job and the industry.

Age: 31 Number of staff: 36 Number of rooms: 101 How long have you been a housekeeper? 11 years

SHEILA SERGENSON

Head Housekeeper, Busby Hotel

Age: 57 Number of staff: 8 Number of rooms: 29 How long have you been a housekeeper? 4 Years How did you get into hospitality?

Fell into Hospitality by Mistake but I love being a Housekeeper

What is the hardest part of the job?

The pressure that I choose to put myself under in order to deliver perfection.

Is there any gadget or trick of the trade you find especially useful?

‘Sticky Stuff Remover’ it’s great on chewing gum.

What’s been your proudest

moment at work?

Being promoted to Deputy Head Housekeeper at Blythswood Square.

What’s the strangest thing you’ve seen or found in a hotel room?

A bedroom ceiling filled with celebration balloons, what a sight!

Any tips for aspiring housekeepers?

Train your team well, recognise the hard work the team do and show them your appreciation.

Also a well stocked store room is better than a back-up plan.

What is the hardest part of the job?

Physical demands and the fluctuations of the room numbers Is there any gadget or trick of the trade you find especially useful?

My Bar keepers friend What’s been your proudest moment at work? –Winning the VOWS What’s the strangest thing you’ve seen or found in a hotel room? – Viagra Any tips for aspiring housekeepers?

Attention to detail is the most important with a keen eye for immaculate standards of cleanliness.

make to the hospitality sector. For more information on what we do please contact: Claire Boyd, Commercial Manager

18 • HOTELSCOTLAND • SEPTEMBER 2017

FEATURE

SECURITY CHALLENGES FOR HOTELS

BY ANNABELLE LOVE & SCOTT FLEMING

T

HE hotel industry is one of the most challenging environments to work in – and never more so than today. The global terror threat and the recent attacks in Manchester and London in particular mean that the task of keeping your guests safe and secure is a serious business – and there is absolutely no room for complacency.

Hotels are, in many ways, the ultimate ‘soft target’. Designed to be open and welcoming to large numbers of people, there is usually only a shallow security perimeter to breach (unlike military targets) and the potential to inflict high numbers of casualties and gain worldwide media attention.

It is not just the obvious costs of death and injury to consider, there are also the issues of damage to premises and knock-on financial effects. It is estimated that the attacks in Paris in November 2015 cost French hoteliers around £237million in lost revenue, according to research firm MKG Group.

With the current threat level from international terrorism in the UK set at severe, – meaning that an attack is highly likely, – and four terror attacks this year already, is it just a matter of time before the hospitality industry is targeted directly? How does the sector adapt to these new conditions and how should hotel operators upgrade their security to be better prepared?

Crowded Places Guidance 2017, a document produced by the National Counter Terrorism Security Office (NaCTSO) contains specific

advice for the hospitality industry and covers issues including mail handling, suicide attacks, car bombs and chemical, biological and radiological attacks.

In addition, Police Scotland have a Counter Terrorism Security Advisor who will assess the threat and give you impartial advice and sitespecific guidance – as well as help to identify trade bodies to supply and install security systems.

The force take a proactive approach on the issue, running a number of courses and initiatives designed to challenge and educate members of the business, retail and commercial communities, including one, Project Argus, especially tailored towards hotel security.

Detective Sergeant Graham Milne, Counter Terrorism Security Advisor, told Hotel Scotland, “Police Scotland is involved in delivering Project Griffin and Project Argus, which are national approved courses that provide advice to businesses. The facilitation of these events is provided by trained staff without cost.

“The Project Argus Hotels product is an interactive facilitated event specifically for the management of hotels to consider how they and their team would identify and deal with a terrorist situations.

“Similarly, security and front of house staff at hotels can attend Project Griffin events, to learn more about the current Threat, suspicious behaviour, suspicious items, bomb threats, firearms or weapons attacks and other related counter terrorist information. These training/ SEPTEMBER 2017 • HOTELSCOTLAND • 19

FEATURE awareness events are accredited by the National Counter Terrorism Security Office (NaCTSO).”

More information on these events and others can be found at http://www.scotland.police.uk/ keep-safe/246633/246666/.

David Tracey, Operations Director for Manorview Hotels & Leisure Group, believes his organisation are much better prepared to deal with a potential threat than they once were.

He told Hotel Scotland, “We’re much more aware and vigilant about the risks, and we’ve shared the government guidance with our managers and asked them to share it with their teams. I think the main difference is that the risk of terrorism is now part of the agenda.

Previously we thought about it, but now it’s part of our risk assessments.

in five people have been affected by crime in the workplace. The issue was highlighted recently when armed robbers targeted the Mappin & Webb jewellery store at the five-star Gleneagles Hotel in Auchterarder, Perthshire.

CCTV systems used within a hotel, like restaurants, bars and reception, can be mini crime hotspots – and that decent cameras can help to deter this.

He explains, “We work with a lot of the major hotel chains – often they have quite old CCTV systems and the images they capture don’t really give the story, whereas the newer systems now record much better high definition pictures which can help to combat petty theft.

“You often see a lot of activity in restaurant

“I wouldn’t say it was something we talk about every day, but we have it as part of our training and induction and procedures, and two years ago it wouldn’t have been. The London and Manchester attacks have ramped it up to another level. The local environmental health office sent out guidance and we passed that on to our GMs, so everybody has the same information. Everyone should know these things, rather than the message being diluted by management.”

He adds, “We’ve seen a lot of inquiries from hotels, especially in London, who have vulnerable areas at the back of the venue, where the loading bays are, and at the front, where cabs drop off and so on.

“We specialise in perimeter security and hostile vehicle mitigation – security bollards, crashtested bollards. The ones we install will stop a 7.5 tonne truck driving at up to 50 miles an hour – and they will stop it straight away.”

But it’s not just the threat of terrorism that hotels need to keep on top of – internal crime like theft are also significant issues. In the UK, employee theft accounts for over £2 billion a year in lost revenue and a recent study by Expert Security UK found that almost one 20 • HOTELSCOTLAND • SEPTEMBER 2017

“We have also seen an increase in requests for ‘remote access’. This allows owners to view remotely (from their home or even from abroad) what is happening on their premises when they are not present.”

One of the most serious physical threats to guests and to your business is an unexpected fire. This is usually a kitchen fire, often as a result of a lack of cleaning of equipment or associated extraction equipment, but incidents can also occur due to an electrical fault or a guest causing an accident.

The June blaze at Grenfell Tower in London, in which at least 80 residents died, has had repercussions for the hotel industry too after it emerged that at least three Premier Inns have cladding similar to the high-rise block.

The hotel group said it was ‘extremely concerned’ about aluminium cladding used at its hotels in Maidenhead, Brentford and Tottenham.

The chain said that the material did not appear to comply with current fire safety standards for tall buildings although it is fire retardant cladding and not the same material used on Grenfell.

The Grenfell blaze also gave Manorview pause for thought, as David explained.

Understanding what terrorists might do and how they might do it is crucial to assessing threat. Does the location of your premises, your activities or those of your guests make it more vulnerable to, or likely to attract, a terror attack?

Do you already have a good security regime you can build on and are your staff aware of existing security measures? Do you have things like public safety response protocols and lockdown plans in place?

Danny Scholfield, Sales & Marketing Director at Expert Security UK, says communities and business are put under huge strain in the wake of an attack – and that his firm has seen a rise in inquiries from hotels.

through a till. This allows staff to be checked and ‘overcharging’ eliminated if staff know they are being monitored.

He remarked, “We have our risk assessments and we look at our fire compliance periodically.

On the back of the Grenfell Tower disaster, naturally, we had a look - ‘Are we in shape? Are we fit for purpose?’ We’ve updated it and it’s in a healthy way. But it does run through your mind, and we certainly had discussions around making sure that we were keeping our promises.

areas or reception, where people are more likely to leave bags – those areas are often targeted by thieves who will look to steal baggage and other items.”

One of Scotland’s main suppliers of CCTV system is Glasgow-based firm Sims Automatics, Director Alison Lambie told DRAM Scotland, ““The reasons hoteliers would look to install CCTV are identical to the pub trade – to protect staff and to protect customers. There are increasingly incidents of crime (small and more serious) where CCTV can be invaluable in assisting police with their enquiries, and even a simple system with a few cameras - eg at reception - will provide a deterrent for any possible criminal incident.”

She went on, “Till scan can be added to a CCTV system and will monitor all transactions

David continued, “The robbery at Gleneagles also appeared on our radar, but what makes it different is the retail aspect. We don’t have that. There’s always that risk of a robbery taking place, and that’s part of our training and risk assessments, but it gave us less to think about than the Grenfell fire did. There’s risks every day, you just have to be as prepared as you can for them.”

Another way of protecting guests is very obviously protecting them from card fraud. And an easy way to do this is to ensure that you have a CardsSafe system installed. Customers can then rest assured that the cards retained by the hotel are protected with the guest holding the security key to their unqiue box until they come to pay their bill.

All of the aforementioned have the same theme – that paying attention to detail, maintaining high standards and encouraging your staff to do the same is the key to keeping guests safe and secure.

CCTV - a sound investment in both your business and your licence...

CALL US NOW FOR A FREE NO OBLIGATION QUOTE

SIMS CCTV Security Systems, 46 Dalsholm Road, Glasgow G20 0TB Telephone: 0141 946 0444 email: sales@simsautomatics.co.uk

www.simsautomatics.co.uk

Design, Supply and Installation of Integrated Hotel Systems • Epos and Room Reservation Systems • WiFi and Guest Management • Wired and Wireless Networks • Telephone systems • Room Controls: Heating / Lighting / Audio / Video • Security Systems • Hotel TV

Tel Crieff

0845 6588345

email sales@vuterra.co.uk

www.vuterra.co.uk

SEPTEMBER 2017 • HOTELSCOTLAND • 21

BY SUSAN YOUNG I interviewed Ken McCulloch 12 months ago for our sister magazine DRAM. Much of the interview was based on his experiences and this month I would like to share it with you. In the interim he has opened a new Dakota Deluxe in Leeds, in partnership with the Evans Property Group, with another one planned for Manchester in 2019.

K

en McCulloch is one of the few remaining ‘bon viveurs’ in the hospitality industry. Susan Young caught up with him at hotel Dakota Deluxe in Glasgow.

You know it is going to be a good interview when you are greeted with a glass of pink champagne, and you know it has been a good interview, when you are told at the end, “That didn’t feel like work.”

So said Ken McCulloch when we met for lunch at his Glasgow hotel Dakota Deluxe.

In fact, the lunch flew in, due in no small part, to Ken’s ability to tell a good story - something that he perhaps picked up from his father, well known impresario Archie McCulloch, who had been a journalist in his early days, and a founder of Scottish Television.

His mother, well-loved singer Kathie Kay, sang with the Billy Cotton Band Show, and my mum was a big fan. In fact when I mentioned interviewing Ken, my mum told me she used to work with his brother Stewart on the Glasgow Eastern Standard and he once got her an invite back stage at the Old Empire Theatre where Kathie Kay gave her a signed photo. (she’s still got it)!

Stewart always apparently had good yarns to share, some of them about Ken and his inventive ways of running away from boarding school.

AT BTH I started at the bottom in the kitchen as a commis chef, and after three and a half years, I had worked in the kitchen at the North British, the Central’s Malmaison restaurant and Gleneagles. I learnt a lot there, in fact maybe I didn’t realise how much I had learned, until I went to run one of my dad’s places on Cumbrae.”

He explains, ‘My dad had his finger in a lot of pies and he had clubs. I had been considering going to Paris, but then dad told me his kitchen guy had walked out at the Cumbrae Club. So I said to myself, I could do that. I didn’t realise it at the time but it was the best decision I ever made choosing Millport over Paris! It was the making of me, and it let me earn some decent money, which also boosted my confidence. So much so I decided to buy myself a Porsche. I was driving them when no-one had heard of them. I still drive one today and in fact own a couple.”

Following on from the Cumbrae Club his father introduced him to Reo Stakis and he joined the Stakis Group as a trainee Assistant Manager but it wasn’t long before he was made General Manager of his first hotel at the tender age of 23.

Says Ken, “It was scary. My first hotel was in Kirkcaldy, my second one in Falkirk, but I had a blast. BTH taught me to do things properly and Stakis to do it commercially.”

Ken admits to some misdemeanours, but a plus side of running away from boarding school was the fact he got to be a day boy. At school he also developed a love of music and in fact played guitar in a band. But music was not to be his career. Despite the fact his upbringing was all about showbiz, when he left school with no qualifications, it was Ken himself who came up with the idea of going into the hotel industry.

Says Ken, “It was always a bit crazy in our house, but it was great fun. I was the youngest, but I can recall clearly standing outside our house in Blanefield and looking at what my mum and dad had, and my brother’s sports car and saying to myself, I want that lifestyle, how am I going to get it? It just came to me. Hotels. I knew my dad must have known some good hoteliers, and asked him to put a good word in for me, and he did with British Transport Hotels (BTH), which at the time ran the likes of the Central in Glasgow and Gleneagles.”

After Stakis he opened La Bonne Auberge, a wine-bar underneath The Beacons Hotel in Glasgow. His partner at the time was Maurice Taylor, who owned the hotel, but in 1976 they dissolved their working relationship. Says Ken, “Maurice and I weren’t the best combination.” He then, in his own words “blagged” his way into Royal Exchange Square and opened Charlie Parker’s. He explains, “I noticed that people didn’t have anywhere to go to dress up in Glasgow. But I was skint. In fact I was so skint that my then girlfriend, a ballerina, paid for me to go on holiday before we started working on it. But I managed to get the cash from the bank, and when we got back from holiday we got the keys and got it open. Mind you the Evening Times then tried to close it down, because a couple of their journalists were turned away. They got a high court injunction because they said we discriminated, but we managed to keep it open because we allowed minors in to eat. I think the folk that made the most out of Charlie’s were the boutique owners.

Folk really dressed up to go to Charlie’s and bought new outfits every week. It really took off.”

He continues, “If I had taken an academic route I thought it would have taken about five years to get myself through Uni, so I gave myself five years to get myself established.”

He breaks off our conversation to press his ‘doodah’ - a small, and thin, round object on our table with a button, which apparently emits a vibration to wee gadgets all the staff carry.

22 • HOTELSCOTLAND • SEPTEMBER 2017

INTERVIEW

KEN McCULLOCH: A REAL ‘BON VIVEUR’ SEPTEMBER 2017 • HOTELSCOTLAND • 23

INTERVIEW It allows Ken to contact his team without moving from his chair. This time he had summoned them because the guy at the next table was looking like he needed some help. He did... directions to the loo! This invention called his ‘doodah’ is part of the staff ’s induction now. Says Ken, “I’ve got very used to it, and it settles me down. If I see something that needs attention I can draw their attention to it discreetly. In fact I really miss it when I go somewhere and it’s not there.”

“We call Dakota at Eurocentral the 8th wonder of the world. How did we know every road was going to lead to it? It was just a huge hunch...”

After a quick top up of our drinks, Ken continues, “I sold Charlie’s and two other restaurants to Grant Forrest a few years later, took some time off, and when I came back I met John McKenzie, then the MD of Alloa. He was really my mentor - a tremendous guy. He was like a schoolmaster, and he believed in me. We formed a joint venture company he had the site and we had the talent. We did The Belfry and the Buttery and the day before it opened McKenzie suggested we buy Rogano, one of Glasgow’s best-loved restaurants. John said to me, “Why don’t we do Rogano?” and the very next day he put in a bid for it. I went to America to get some ideas and in Chicago I saw a lot of things that inspired me. I was working so hard that my girlfriend said that if I didn’t take a step back I was going to kill myself. My problem was I didn’t really trust designers so I didn’t use a big design team, but the designer I did use at the time had designed me a great office in Glasgow.

So I had a great office but no staff. My girlfriend told me to see a student from Dundee who would help take the strain off me. She came to see me and when the door opened this wee soul was standing there with her portfolio, which was nearly as big as she was. Her work at the time was horrendous, she had been at Duncan of Jordanstone College of Art & Design in Dundee, and her dad had a cafe in Dumfries but her stuff was mainstream art school. I asked how she felt about working for me some of the time directly and some time working on the design. She came right back at me and asked what the split would be and I said spend 50% of your time working with me, and 50% of your time on the rest.”

That student was Amanda Rosa, who went on to become Ken’s wife 21 years ago, and who still designs his venues to this day. Says Ken, “She is amazing.You don’t mess with Amanda.

What you see is what you get. She came to work at the Buttery and the Belfry, and I always remember 10 years on when we were walking along the Champs-Elysées in Paris and the phone rings, and at the other end of the line is the main man behind the International Design of the year contest and he told Amanda she had been voted International Designer of the year. She deserved it. Her ethic is never over budget and she is meticulous, her attention to detail is fabulous.

With Amanda by his side the two of them embarked on one of his greatest achievements, transforming the former Cavendish Hotel in Glasgow’s west end into One Devonshire – a luxury boutique hotel which was, at the time, the most luxurious hotel in Scotland.

The enterprising duo opened it in 1986, after parting company with Alloa which was under threat of acquisition. He didn’t ever regret the move. Says Ken, “I was in a cab recently and we were passing Devonshire, the cabbie asked me, “did you do that?” It is one of the things I am most proud of. But I remember a friend of mine, who is still a friend, taking me aside at the opening and saying, “sunshine, you’ve blown it!

People don’t get it.” “You mean you don’t get it I said!” He tells me about a Talking Heads album called ‘Stop Making Sense’. “I think the more sense you are making, the less sense you make. Sometimes you have to bite the bullet and do what you believe in. I wanted to change people’s perceptions of Glasgow and I think we did that. Even today Devonshire is

24 • HOTELSCOTLAND • SEPTEMBER 2017

still without a doubt, still regarded very highly.”

Next on the agenda was Malmaison Hotel Group. The first hotel opened in Edinburgh in 1994. Instead of a top-end hotel, it was a chic but a less expensive option for travellers.

This venture was backed by the Arcadian Hotel business, and when four years later the group was sold to Patriot, Ken’s investment reaped some £55m.

The lifestyle that he had so coveted as a youngster was his, and much more. He and Amanda moved to Monaco to enjoy the fruits of their labour. But.... only two years later he obviously got the itch and purchased the Abela Hotel, with business partner racing driver David Coultard, which became the Columbas Hotel, another luxury hotel. Says Ken, “The Columbas Hotel and Monaco were amazing. But if you thought things through you wouldn’t do anything. You have to be crazy enough to want to do it.”

They then came up with idea of Dakota. Says Ken, “The Dakota was named after the Douglas DC3, it used to be the air craft for the New York to Chicago route. Then the war came along and it was used as a training aircraft for Brits who were learning to fly. At the end of the war the DC3 went back into service but by now it was more affordable for people to travel. Before that it was only the rich and famous who flew. The partnership with Coultard faltered, but what has not faltered is Ken’s belief in Dakota. Says Ken, “I’m very invested and I am a doer. You have to have a passionate belief in what you do. Two and two does not always make four. You have to live it and see things through even if other folk bail.

We are not here to make up the numbers or to muck about.

I believe in ‘Why not.”

He continues, “We call Dakota at Eurocentral the 8th wonder of the world. How did we know every road was going to lead to it? It was just a huge hunch. In fact the property guys that I had got to know from my Charlie’s days said it was very much ‘left field’, but when I had my office in Monaco it was cheaper to go to Nice by helicopter than by cab, so when I got here and thought about going to see Eurocentral, it seemed a normal thing to do, rather than a flash thing, to take a helicopter. From the air you could see how people would get there.”

There is also a Dakota in Edinburgh and its luxurious version Dakota Deluxe in Glasgow as well as Dakota Deluxe in Leeds.

Ken says, “It has been tougher than I thought in Glasgow. It means so much more when it is in your home town and it is more difficult. It is definitely a destination venue. But the staff here are great.” To prove the point he invited his pastry chef who had just created the most exquisite soufflé. ‘, to join us.

He tells me, “I know most of my staff, and I talk to them like they are individuals.” I would vouch for that.

He adds, “One of the huge problems with hospitality today is that mums and dads still say to their kids, ‘when are you going to get a proper job’. But if you are any good at hospitality and you work hard, you can do very well in this business.

You can work anywhere in the world and you would always be employable. It’s a fact good people don’t get sacked, but sometimes people sack themselves” I asked him what his proudest achievements had been – and apart from creating his businesses, he told me, “Being one of the founder members of Connoisseur Scotland, and winning Hotelier of the Year from my peers.”

My mum also told me that his brother Stewart came to work one day and said “I’ve sold my Chihuahua for a horse. My dad says it’s got good form.” One thing is definitely for sure... there is nothing wrong with Ken’s form!

ADVERTORIAL

CUSTOMER EXPERIENCE IS THE HOTEL INDUSTRY’S NEW BUSINESS BATTLE-GROUND SCOTLAND’S HOTEL SECTOR MUST FEEL LIKE IT IS UNDER SIEGE: FROM NATIONAL LIVING WAGE TO NEW ACCOMMODATION ALTERNATIVES, FROM RENTAL RISES TO INCREASING & CHANGING CONSUMER DEMANDS. IT GENUINELY FEELS LIKE THE LANDSCAPE IS SHIFTING AND, TO PROTECT THEIR BUSINESSES, HOTELIERS MUST LOOK TO MAINTAIN THEIR DIFFERENTIATION AND COMPETITIVE ADVANTAGE. SCOTT DAVIDSON OF RESEARCH LOCKER EXPLAINS. ENTER CUSTOMER EXPERIENCE (CX)

WALK IN YOUR CUSTOMER’S SHOES

Customer Experience (CX hereafter): It feels like everyone is talking and writing about it including me! It feels like latest business buzzword/fad...Except it isn’t...

“The customer’s perception is your business reality.”

The business reality is that the perception of a hotel and its guests can be massively different where CX is concerned.

It’s the new business battleground! And it’s here to stay! Hoteliers should be preparing themselves!

To understand how big this ‘perception gap’ actually is and how it can be closed, hoteliers would do well to solicit regular CX feedback from customers. More importantly, this feedback should be mapped to provide a visualisation of the end-to-end experience, what highs & lows look like, and where opportunities for improvement exist. Closer aligning CX with customer expectation will only drive the benefits mentioned earlier.

Customer Experience can be simply defined as: “How customers perceive their interactions with a company.”

CX is about how the customer feels about the overall experience they have with a business and its offerings. It’s also about how CX makes them feel; creating positive experiences creates positive memories, and such memories can live long in customer minds.

CONCLUSION

OCCUPANCY VS RATES Consider a perennial challenge for hoteliers, one of balancing room occupancy versus optimising room rate Many believe greater room occupancy offers the best return on revenue. But this strategy means increased operational overheads to service such demand... which eats into margin.

Similarly, utilising online aggregator sites to drive occupancy means being competitively priced (because the online audience is led primarily by Price). Such competitive pricing can be below the hotelier’s desired room rate... so again eats into margin.

And a combination of maximising occupancy and doing so via aggregators would be even more detrimental to revenue!

An alternative exists in building a reputation for consistently delivering positive customer experiences. This would allow hoteliers

to better balance occupancy versus rate preferences!

How? Consider this statistic from a CapGemini report, “The Disconnected Customer”: “80% of consumers are willing to pay more for a better experience.”

INVESTING IN CX = INVESTING IN YOUR BUSINESS In truth, investing in CX is investing in the future success of your business. Improving your leadership team & your brand, creating engaged employees and connected customers can lead to many business benefits, including but not limited to: Better customer retention & repeat custom; Improved customer loyalty & lifetime value; and Greater customer advocacy & new customer acquisition.

For Scotland’s hoteliers, the cold truth is they are already in the CX business, whether they like it or not! And if CX is the new business battleground and critical for retaining a competitive edge, then it’s time for hoteliers to mobilise!

ABOUT THE RESEARCH LOCKER The Research Locker is Scotland’s newest, and only, research agency dedicated to helping businesses improve their Customer Experience and achieve sustainable, profitable growth. If you’d like to find out more about CX, please email Scott Davidson at scott@theresearchlocker.co.uk or call 07718 646 463 / 0800 0461 759

SEPTEMBER 2017 • HOTELSCOTLAND • 25

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PEOPLE

Edinburgh graduate secures senior role at The Chester Residence Megan Milliken has joined Edinburgh’s The Chester Residence team as new operations manager.

co.uk Awards 2017. The Chester Residence is an exclusive collection of 23 luxurious Georgian townhouse apartments in Edinburgh’s West End.

Napier University graduate Megan will ensure the day to day operations of the hotel are carried out effectively and efficiently and will implement new procedures. Using her 10 years’ experience in the hospitality industry she is also looking forward to bringing some fresh ideas to the hotel’s front office operations.

Megan says, “Moving from a 184 bedroom hotel to The Chester Residence, I am excited to gain a closer relationship with guests, as this is not often possible in a large hotel.

Rated Edinburgh’s top hotel on TripAdvisor, The Chester Residence has won a total of 25 accolades since opening in 2006, including ‘Best Five Star Hotel in Scotland’ in the trivago.

“My career has been centred on hospitality and I know that my experience at The Chester Residence will provide me with the opportunity to grow professionally and learn a lot more about the operations and daily running of luxury five star serviced apartments.”The Chester Residence currently employs a team of 21.

New restaurant team at Grand Central

Chef Kenny Wilson has opened a new branch of his restaurant Juniper within the Old Churches House Hotel, Dunblane.

Kenny has teamed up with Denny-based Fusion Group, who own and manage Old Churches House, which was a multifaith ecumenical centre before its 2013 transformation into a hotel, brasserie and events space.

Known for his appearances on STV cookery show Square Meals, Kenny and his wife Marie Claire have won praise for their work in the original Juniper, a bar and restaurant in Tillicoultry with extensive vegetarian and gluten-free offerings.

Said Kenny, “It’s great news for us, with this major opportunity to expand and grow our restaurant concept coming along at just the right time. We have introduced new menus for Juniper at Old Churches House and look forward to customer feedback.”

Jamie Watt, David Jamieson and Yasmine Gibb, have joined Glasgow’s Grand Central Hotel’s Tempus Bar and Restaurant as Assistant Manager, Head Chef and Restaurant Manager, respectively.

The four-star hotel attached to Central Station is launching a new menu built around summer Scottish produce at internal venue Tempus, and the trio have arrived in time to play their part.

Yasmine was previously Duty Manager at the Tron Theatre and has eight years’ total experience, while Jamie has worked with Sherbrooke Castle Hotel and Malmaison and amongst others.

David has won two AA Rosettes in his 20-year career and is particularly looking forward to being reunited with Tempus Executive Chef

Chef Wilson expands to Dunblane

James Murphy, whom he worked under at The Beardmore Hotel in the past.

Said David, “I am delighted to be back working with Chef Murphy, he is one of the main reasons I wanted to bring my knowledge and wealth of experience to this fantastic hotel. Our focus is on fresh good food using local produce with modern twists. Having worked in both Spain and South Africa, I want to bring some influences from my time in these countries to the menu at Tempus.”

Added Alex McKie, Old Churches House MD, “It was very much a meeting of minds when, as two existing businesses operating a short distance away, we found one another and realised that it would be mutually beneficial to form a partnership.

This not only breathes new life into our food offering as a busy hotel and events venue in one of the most vibrant ‘foodie’ parts of Scotland, but also enables Kenny and Marie Claire to open a second outlet of their successful Juniper concept.”

A Charity Day for Children at The Busby Hotel Buzz Lightyear, Woody, Snow White and Darth Vader all checked into The Busby Hotel as part of a fun recent charity event.

The hotel, owned by Manorview Group, organised the event in conjunction with the charity When You Wish Upon a Star, which helps to bring smiles to children aged 2-16 living with life-threatening illnesses. 29 children - along with 36 of their siblings, parents and guardians - arrived in fancy dress at the Clarkston institution for afternoon tea and a day of music and games. The staff got in on the act by dressing up too, and a total of £875 was raised.

Commented Busby Hotel General Juliet Parry, “When You Wish Upon a Star do fantastic work in supporting children and their families, and this was such a lovely event for us to organise and host. All the team got into the spirit of the day, which we wanted to make as memorable as we could.”

Judith King, of When You Wish Upon a Star, added, “We would like to thank Juliet Parry and her wonderful team at The Busby Hotel, it was such a fantastic day for everyone. The aim of the day was to create and make precious magical memories, putting illnesses to one side and bringing smiles and laughter to our very brave and courageous children and their families.”

SEPTEMBER 2017 • HOTELSCOTLAND • 27

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www.ORKNEYDIstillINg.Com 28 • HOTELSCOTLAND • SEPTEMBER 2017

FOCUS DUNSTANE HOUSE HOTEL

Dunstane Houses – 4 West Coates, Edinburgh

BY SCOTT FLEMING

W

alk through the pristinely kept garden and into the entranceway at Dunstane House and you’ll find a colourful map of Orkney on your right and a cabinet full of military memorabilia – including a bust of Winston Churchill – on your left.

directly across the road in the Capital’s tranquil Western suburbs. Hampton is due to have a similar renovation carried out on it later this year – no surprise given how delighted the owners – Shirley and her husband Derek – are with the job done by Hannah Lohan Design & Styling on Dunstane.

It isn’t hard to see why owner Shirley Mowat describes the 16-room townhouse as “a wee bit different”, and it’s that reverence for history which has underpinned the refurbishment and relaunch Dunstane has undergone this year, re-opening just in time for the 70th Edinburgh Festival.

Said Shirley, “Hannah is on the case for Hampton House already, we want the same tone and feel. She’s based in London so I project managed the work on Dunstane up here. I love interior design and I really enjoyed the process.

We’re chuffed with the end results and have had great feedback so far.”

The B-listed building dates back to 1852 and is part of the larger Dunstane Houses complex, which also includes Hampton House, situated

Shirley has always made it her mission to use Dunstane as a vehicle to promote Orkney, where she and Derek met, and that strong SEPTEMBER 2017 • HOTELSCOTLAND • 29

FOCUS DUNSTANE HOUSE HOTEL

Orcadian flavour remains post-refurb. The rooms, all named after different parts of Orkney, are perhaps the best expression of the new theme, which combines the neoclassical design of Old Town Edinburgh with pared down luxury. Most of the rooms contain a free-standing copper bathtub, a vintage radio and telephone, Orkney Tweed cushions and Persian rugs imported from as far away as Iran and Afghanistan, but Shirley and Derek have also strived to ensure each room has individual character. The en suite bathrooms, created by Fired Earth, are spacious and stunning.

Explained Hannah, “Derek is passionate about classic cars and vintage planes, he’s a huge collector of memorabilia, and so we wanted to display things and reflect it in the art work at the hotel.”

If Orkney dominates in some sections, then Edinburgh certainly reasserts itself in others.

The staircase, for example, where you are met with a panoramic triptych painting of the city, the complete works of Robert Louis Stevenson resting on a sill and some artfully taken framed shots of Derek’s classic car selection – which he uses to take guests on guided tours.

The reception desk faces onto some starkly beautiful black and white photography of shipwrecks and Orkney landmarks, and just beyond that lies The Ba’ Bar. Formerly The Skerries Restaurant, this area has been transformed, opened up and given a whole new theme revolving around The Ba’, a no-holdsbarred ancient form of football played between

30 • HOTELSCOTLAND • SEPTEMBER 2017

She continued, “The colour palette throughout comes from Orkney. I started the process looking at the stunning scenery and then took the earthy, rich colours from this. The hotel was originally designed during the neoclassical period, and wealthy Victorians tended to use neutral colours then adorn their homes with interesting things.”

“The colour palette throughout comes from Orkney. I started the process looking at the stunning scenery and then took the earthy, rich colours from this.”

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rival factions – the Uppies and the Doonies – in Orcadian capital Kirkwall. Shirley tells us that you can kick, punch, scream and pull hair in The Ba’, but thankfully there’ll be no such rowdy behaviour in The Ba’ Bar! She added, “We decided to move away from The Skerries and have an all-day menu with some smaller bites, and we do afternoon tea too. The concept has changed but we still get things like cheese, salmon and mackerel from Orkney.

“We’ve got a huge collection of whisky and we sell a lot of (Kirkwall-produced) Highland Park in particular, plus Orkney Gin’s Kirkjuvagr, which is a really nice gin. Our drink sales have probably doubled because there’s much more room for people to sit.”

The Ba’ Bar has wide windows looking out onto the undulating garden and the street beyond, a vintage marble fireplace with blue tiles and gold panelling and a mixture SEPTEMBER 2017 • HOTELSCOTLAND • 31

FOCUS DUNSTANE HOUSE HOTEL

PROUD TO BE THE MAIN CONTRACTOR FOR THE DUNSTANE HOUSE – For all Hotel refurbishments and shop fitting enquiries contact us on 0141 772 7017.

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Hannah Lohan Design & Styling is an interior design company based in London. We specialise in creating exceptional interiors for a broad variety of clients, from boutique hotels and bars to restaurants. Our projects have been based in a variety of locations from Scotland to Sri Lanka. of high backed chairs and comfortable couches. A cabinet with backlit compartments shows off the star whiskies, while the centrepiece is mounted on the wall behind the bar – a battered old leather ball like the ones used in The Ba’, flanked by bottles of Highland Park.

The garden is on two levels and boasts new circular wooden tables ringed by grey wicker chairs, all framed by vivid bushes and plants.

Our recent work includes the refurbishment of The Dunstane Houses, an opulent hotel in the centre of Edinburgh, the design of Cotswolds countryside retreat The Fish Hotel and the styling of its sister property Foxhill Manor, as well as Terry Venables’ boutique hotel in Spain, La Escondida.

The location, away from the hustle and bustle of the city centre but just ten minutes walk from both Haymarket Station and Murrayfield Stadium, is one of Dunstane’s real strengths according to Shirley, who first took over back in 1998.

Our signature style incorporates vintage elements into contemporary schemes to create fresh new interiors with a unique character.

“We’re only 10-15 minutes’ walk from the city centre and lots of people love it because it’s quieter. The old buildings are lovely round here and there are nice walks to be had nearby at the Waters of Leith. One of the rooms on the top floor has a telescope and on a clear day it’s stunning, you can see for miles.”

www.hannahlohan.com mobile: 07790 003 790 email: hannah@hannahlohan.com

32 • HOTELSCOTLAND • SEPTEMBER 2017

FOCUS PLUMPY DUCK

Plumpy Duck – The Bowfield Hotel & Country Club, Howwood

BY SCOTT FLEMING

O

riginally bought out of receivership in 2012, five years of hard work have been needed to overcome the planning and logistical issues standing in the way of Manorview Group achieving their vision at The Bowfield Hotel & Country Club.

But now the final piece of the jigsaw are institution, and the club’s members – all 2,066 of them, as well as all their outher cusotmers, must be delighted.

The gym facilities, bedrooms and kids play area have been totally revamped, new treatment rooms are in the process of being finalised upstairs and a renovation of the function room is next, but the jewel in the crown is quite possibly the bar and restaurant, entitled The Stables and The Plumpy Duck respectively.

The Stables is an updated version of an existing bar, whereas The Plumpy Duck is wholly new, and both were designed by Space ID and knocked into shape by Dimension Shopfitting.

The Stables has a welcoming, distinctly Scottish feel, with chocolate brown leather chairs and stools spread out upon thick, patterned carpet (supplied by Wilton Carpets). An original fireplace has been reinstated and a new skylight has been installed, so light and warmth are not in short supply! Crockery and artificial bookcases enhance the country club vibe.

Anthony Cowley, Manorview Development Director, explained, “We worked very closely with Space ID and Dimension. It was a collaboration. We’ve kept the same layout but took the concept a bit further forward. We’ve worked around a lot of the original features but SEPTEMBER 2017 • HOTELSCOTLAND • 33

FOCUS PLUMPY DUCK

the feel and lookhas now been modernised..”

He continues, “There was a pipe chase we couldn’t get rid of because it services upstairs, so we put the artificial bookcase there. That attention to detail is key, other people might have just boxed that in.”

Just around the corner lies The Plumpy Duck, a longer, wider room with an autumnal colour scheme. Wooden pillars and sections of panelling with wrought iron cross sections serve to create intimate corners and hideaways, although customers more inclined to nosiness can sneak glances through the wrought iron! Inventive design features include a row of tweed coats and caps complete with shepherd’s crooks, and mirrors made from the bases of whisky barrels.

Anthony elaborated on the thinking behind the rather unusual name.

He said, “I was discussing with our new Head of Marketing David Young the issues with hotel restaurants, in that people don’t tend to use the name of the restaurant when they talk about it – they say the name of the hotel instead.

Internally we talked about how to raise the profile of the restaurant so that it’s a destination in itself. David came back with the name The Plumpy Duck. ‘It is really quite a unique name,.

It’s different and the more we spoke about it, the more it grew on everyone. We hope it’s a strong enough name to hold its own identity, so that rather than people saying, ‘I was at The Bowfield for food’, they’ll say, ‘I was at The Plumpy Duck.’ ” In fact, it’s more than just a name, as ducks are everywhere you look inside the restaurant, from a selection of duck paintings running along one wall to the menu, which will feature duck eggs for breakfast and a different duck special every day for lunch.

34 • HOTELSCOTLAND • SEPTEMBER 2017

“The idea is that it’s a destination where people can come and do lots of activities all under one roof.”

Bowfield is one of nine hotels in the Manorview portfolio, but the fact that it that doubles as a health club is just one of the reasons Anthony describes it as the most challenging job project the group have took on. They had to install a £90,000 drainage system and a £365,000 biomass plant, and somehow keep the members – whose numbers have more than doubled since Manorview took over – happy while it was all going on.

Anthony added, “In the early days we didn’t have enough money to develop a whole site.

For isntance we kept the pub open at The Commercial while we did the nightclub upstairs, and at The Torrance we did the ground floor and externals then the function room later. “People go to places like The Lynnhurst for a wedding or lunch, so it’s no problem if you’re working on a bedroom, but if somebody’s paying £1,000 for a family membership they expect a really good experience regardless of whether it’s being developed or not. To be fair, the members have been so excited about the club being renovated, they’re smart enough to see what’s coming. It’s

just striking the right balance, and it’s been very rewarding to see the finished product.”

Membership at The Bowfield is approaching the all-time high of 2,250 achieved in the early noughties, quite a feat considering the subsequent boom in health clubs such as David Lloyd and Virgin Active.

Anthony concluded, “The restaurant has also been busy, the members have been over the moon. It used to be that members would use the facilities then leave – the offering wasn’t good enough. Now, with the restaurant looking particularly inviting members are happy to come and bring the whole family. The kids can go in the play area, mum can do an aerobics class, while dads can can use the sauna. It ticks all the boxes. The idea is that it’s a destination where people can come and do lots of activities all under one roof.”

It’s an easier decision than ever for customers to ‘plump’ for The Bowfield now that The Stables and The Plumpy Duck are up and running. Or should that be waddling!

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SEPTEMBER 2017 • HOTELSCOTLAND • 35

WHAT’S NEW XXXXXXX

ARDBEG ADDS NEW EXPRESSION Award-winning distillers Ardbeg is adding a new expression, Ardbeg An Oa, to its core range for the first time in nearly a decade. Pronounced “an oh”, the new whisky has a ABV of 46.6% and an RRP of £49, and is released in September.

Described as “gentle yet intense, with flavours of aniseed, hickory and distant subtle smoke”, the product is inspired by the Mull of Oa, the southernmost point on the Isle of Islay, where the Ardbeg Distillery is based.

BESPOKE BOTTLE FOR EDINBURGH GIN LIQUEURS Edinburgh Gin has developed a new bespoke bottle design for its gin liqueurs, bringing them into line with the distiller’s core range.

The bottles have been handblown by Italian artisan glassmakers and feature an embossed logo alongside illustrations of signature ingredients.

Neil Boyd, Commercial Director, of owners Ian Macleod, commented, “With our fruit gin liqueurs now sitting shoulder-toshoulder with our London Dry style gins, the sense of variety among the Edinburgh Gin portfolio is fully cemented. Premium and versatile, the fruit gin liqueurs are among our best-loved spirits and we have no doubt that the new designs will only increase their popularity further.”

SIX MEDALS FOR GLASGOW DISTILLERY

Experimenting pays off for multi awardwinning Glasgow Distillery Company who have won a six medals at a world industry competition against 400 of the finest gins from 35 countries. Rewarding excellence since 1969, the annual International World Spirits Challenge (IWSC) presented The Glasgow Distillery with awards including an outstanding silver for Makar Old Tom and and a silver award for Makar London Dry Gin.

36 • HOTELSCOTLAND • SEPTEMBER 2017

Commented Dr Bill Lumsden, Ardbeg Director of Distilling, Whisky Creation & Whisky Stocks, “Ardbeg An Oa’s rounded and subtly smoky aromas reflect all the contrasts of the Mull of Oa, with notes of creamy toffee, aniseed, dates and hints of peach and banana.

“It is years since the world’s smokiest, peatiest Islay malt added to its core range. We hope smoky malt whisky fans everywhere will be drawn to Ardbeg An Oa.”

FIRST BLENDED MALT FROM SMWS The Scotch Malt Whisky Society (SMWS) is taking drinkers on “a sherry-soaked cruise into paradise” with the release of Exotic Cargo, its first ever blended malt.

Matured in first fill ex sherry casks, Exotic Cargo is a departure for the Society, whose focus is ordinarily on single malt, single cask whisky. Priced at £45, the product will be released in an out-turn of 1,937 bottles. It will be available on the SMWS website from 1st September to those within the UK and EU before a later release in the USA, Canada and Australia.

Kai Ivalo, SMWS Spirits Director, stated, “The Society has always had an unconventional streak and we’re really breaking the mould of what can be done with a blended malt. We’re looking to our members for feedback on the bottle before releasing further intriguing creations, however, we’re sure they will be as eager as ever to get their hands and palates on what truly is a piece of exotic cargo.”

GLENMORANGIE ASTAR MAKES A RETURN Back in 2008, Glenmorangie created Astar (Scots Gaelic for “journey”), a single malt whisky entirely matured in bespoke oak casks from the Ozark mountains of Missouri. Today, Glenmorangie Astar returns with a limited-edition release.

Glenmorangie has always regarded the oak casks in which whisky matures as vital to the quality of the final spirit. Such is the distillery’s dedication to sourcing the ideal wood for whisky maturation, that its skill in cask management has been long renowned throughout the industry. For 2017, Astar has been brought back to life in a new limited-edition which displays all the smooth, creamy depths for which its predecessor was renowned.

Delivered at a slightly lower strength, Astar’s renaissance also delivers a newfound richness and complexity.

Glenmorangie Astar is non-chill-filtered for extra texture and bottled at 52.5% ABV. Available in the UK from September priced at RRP: £74.00.

BARCLAY REPORT

REPORT OF THE BARCLAY REVIEW positives to be drawn from the recent Barclay Review.

August saw the publication of the Report of the Barclay Review of Non-Domestic Rates – which had been a highly anticipated due to the impact of recent rates hikes on hospitality businesses and the welcome, albeit temporary cap, put on increases by the Scottish government.

“For us, the core issue has been the perception that the revaluing system is non-transparent and favours a one-size fits-all approach.

The report authored by Kenneth Barclay made 30 recommendations, and was made in consultation with more than 150 business, trade and professional bodies and others.

However the British Hospitality Association (BHA), Scottish Tourism Alliance (STA) and Scottish Licensed Trade Association have been quite cautious in their response to the report. But they have pressed the Scottish Government to find out what proposals they have for extending the relief currently available on extortionate rateable values beyond 31 March next year.

While agreeing with the fact that it would be difficult to to adopt a system of valuation that would be likely to meet with the universal approval of all businesses in such a diverse sector the consortium re-iterated its submission to Barclay that the “Scottish Assessors engage with the industry, its trade bodies and advisers to discuss and agree a future valuation framework which is acceptable to and understood by the industry.”

They said that the BHA and the other trade organisations would continue to make this case to Scottish Government as it considers how it will respond to the Barclay review, and have already scheduled a meeting with Finance Secretary, Derek Mackay MSP. However the consortium did welcome several of the recommendations in the report including proposals: To introduce a Business Growth Accelerator – to boost business growth, a 12 month delay should be introduced before rates are increased when an existing property is expanded or improved and also before rates apply to a new build property. To expand the Fresh Start Scheme.

To reduce unfair rates competition with hospitality businesses from universities and other public sector service; To reduce valuation intervals to three years based on a Tone Date the previous year; To reduce the Large Business Supplement; To review of the Small Business Bonus Scheme That Scottish Assessors should: improve the information available on rateable value calculations and methodologies; provide greater transparency and consistency in approach and consult on proposed changes to Practice Notes; To reform of the appeals system; To apply a civil penalty for failure to provide information to the Assessor.

• Stuart Houston

The consortium concluded, “ The industry realises that these reforms will take time to implement and that some may require primary legislation but urges Scottish Government to move ahead as soon as possible and to engage with businesses as it reaches decisions on the outcome of the report.”

The hospitality industry has also made it quite clear that in the past that it has not been happy with the assessors valuations particularly with regard to their industry. Some hotels saw rating valuation increases of some 400%. Barclay has suggested the following which could alleviate some of the industry’s concerns:The Scottish Assessors Association (SAA) should produce and publish an annual report on valuation practice and outcomes. This is particularly important in a revaluation year where the report should be substantive and highlight the average and range of movements in rateable value across council areas and sectors, any changes to valuation methodologies and summarise engagement with national and local trade bodies. Outside of revaluation years, a shorter summary report should be produced; The Assessors should provide more information on the evidence used at each revaluation to support valuations. While we appreciate that this will require detailed consideration in terms of what can be made available within the boundaries of data protection and commercial sensitivity, at the minimum ratepayers should be informed which comparator rental properties were used to inform their valuation; Appointments to the SAA should be more transparent, and; Minutes of meetings with sector representatives should be published (with any commercially sensitive data redacted as necessary).

Stuart Houston, Director of Finance at Redefine|BDL Hotels (RBH) commenting on the review said, “ We have been vocal in our opposition to the current business rates system north of the border and there are several

“The new recommendations would go some way towards redressing these concerns. Indeed, the call for short-term measures to make better information on rates available to ratepayers, and a medium term measure to ensure assessors provide more transparency and consistency of approach, would be beneficial to the hospitality sector and all ratepayers alike.

“Other measures which we would particularly welcome are the Business Growth Accelerator and the reduction of large business supplement.

“A 12-month delay in introducing rates to new properties and in newly expanded or improved properties would further incentivise our investment partners by allowing them to realise a return on capital spend before incurring additional costs.

“What’s more, with our entire Scottish estate subject to large business supplement at present, a reduction in this would remove the current additional cost burden for our owners trading in Scotland, aligning us with other areas of the UK. “While the Business Growth Accelerator wouldn’t be viable until 2018-19 and the large business supplement reduction taking longer still, we still welcome the recommendations and call for the Scottish Government to seriously consider their implementation.”

Meanwhile, the company has cited reservations over the suggested introduction of three yearly revaluations from 2022, but recognises the call for this to be implemented in tandem with reforms to the appeal system.

Stuart added: “Longer revaluation periods offer greater certainty for longer term investment decisions but, if the necessary changes are made to the appeal system, this is not a wholly unfeasible reaction to the changeable current market.

“What we didn’t necessarily see in the report was a call for a more bespoke approach to be adopted by evaluators towards sectors like hospitality, which are arguably at a disadvantage under the current system.

“In short, we see the recommendations of the Barclay Review as a positive step, but would urge further changes still.”

The full report is online. Check out... www.gov.scot/Publications/2017/08/3435 REMEMBER: Any RATING VALUATION appeals will have to be lodged before September 30 this year or the right of appeal will be lost. That deadline has not been shifted.

SEPTEMBER 2017 • HOTELSCOTLAND • 37

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SBPA awards

Hoteliers reaped the benefits of their hard work at the recent Scottish Bar & Pub Awards hosted by our sister pubication DRAM. Pictured:- 1 – The Auchrannie team celebrate Linda Johnston’s Lifetime Achievement Award.

2 – Bill Costley picks up his Award for Success from Gordon & MacPhail, 3 – Stuart Peacock (centre) from Uplawmoor Hotel picks up a Highly Commended Award from Sylvia Forsyth; 4 – Lisini Pub Co receive their award for Renovation of the Year for Angels Hotel, 5 – Louisa Copping from the Old Mill Inn, Pitlochry is pictured picking up the award for Country Pub of the Year, 6 – Roy McIntosh of the Clovenfords Hotel in Galashiels wins the Diageo Social Responsiblity and Community Award and last but not least Adele Montgomery of The Commercial Hotel picks up her Hall of Fame – also receiving this accolade was Linda Leckie of Costley & Costley (not pictured).

38 • HOTELSCOTLAND • SEPTEMBER 2017

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SEPTEMBER 2017 • HOTELSCOTLAND • 39

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SEPTEMBER 2017 • HOTELSCOTLAND • 41

CHECKOUT

FROM THE EDITOR

First of all I would like to say a huge congratulations to Linda Johnston and her team at Auchrannie. Linda picked up the Lifetime Achievement Award at the recent Scottish Bar and Pub Awards – the great news was that her team managed to keep the news a complete secret – so she was both shocked and amazed when she was called up for her award. Nothing like a good surprise!

Another award winning ream was Bill Costley of Costley & Costley who was presented with the Gordon & MacPhail Award for Success.

However PA Linda Leckie was also getting a surprise award. - a Hall of Fame accolade for 28 years service to her boss. However he unfortunately decided to leave before the very end of the ceremony taking his guests with him, including Linda... so she missed her moment of fame... I do hope he has made it up to her!

Who would have thought that a fire at Glasgow’s Fruit Market would have caused so many so much stress with so many businesses struggling to get their fruit and veg – it just goes to show you that we do take the supply of our fruit and vegetables for granted! Chefs all over Glasgow were tearing their hair out... and heading down to their local supermarkets.

Not to mention the strain it put on Fruit and Veg wholesalers … here’s hoping it will all be back to normal as soon as possible.

I don’t now how widespread this is, but while out visiting hotels over this summer hoteliers were telling me that the number of children holidaying with parents appears to have dropped dramatically. Are you feeling the chill? Let me know at susan@mediaworldltd.com

It seems that the costs that have been burgeoning within the hotel industry since Brexit has been announced have been somewhat offset but the number of tourists that are spending in our hotels. The weak pound is very definitely the hotel sectors silver lining. Here’s hoping the tourist numbers keeps up over the winter months.

Our interviewee this month is someone that I interviewed for our sister publication the DRAM a year ago – Ken McCulloch, who is one of the most innovative hoteliers in the business. Next month I have an interview with Stephen Carter OBE who is another well kent face and a man I have a huge amount of respect for too.

42 • HOTELSCOTLAND • SEPTEMBER 2017

HANS RISSMAN AND WIFE LYDIA FROM STRATHAVEN HOTEL

In the very first issue of Hotel Scotland we did a news story on Hans Rissman and wife Lydia taking over the Strathaven Hotel in Strathaven. He told me then that a refurbishment was imminent and I’m delighted to say that he has now completed phase one and I think they may be even be ahead of schedule. I look forward to seeing it in the flesh … more next month and and well done.

Carpets for the hospitality and leisure industry. www.stevensandgraham.co.uk 0141 423 3299

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