Innkeeper Magazine April-May 2018 Edition

ISSUE 13 • APRIL/MAY 2018

UK’s first maga zine devoted to Inns BAR SNACKS

AL FRESCO DINING Spruce up your beer garden for summer

Demand for premium bar snacks continues to rise

COCKTAILS Mix up a treat with best-seller gin

P lus : BEERS

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contents

welcome... this month...

As we finally say goodbye to the winter that took us somewhat by surprise, delivering a series of snow storms and high winds to various parts of the country as late as April, we bring you an issue that looks ahead to the summer months and prepares for a season of al fresco dining.

However, many readers will still be dealing with the effects on their property resulting from bad weather damage including burst pipes, heavy rain and melting snow.

With bad weather still in recent memory, now may be the time to re-examine your insurance policy.

Insurance is a complicated area. I recently returned from a weekend’s trip to the English Riviera.

Bournemouth was delightful, but on arriving home we walked in to discover the kitchen flooded from a mains water leak. Insurers are not out to fleece you, but it is important to understand when you buy cover what the parameters of that policy are.

For example, one of the risks faced by innkeepers and guesthouse property owners is denial of access, or the inability of guests to get to your establishment due to road floods, snow drifts, or road or airport closures because of bad weather. The actual impact of a weather event on your turnover can be significant even if there is no damage caused by the related weather event. Yet although there are many fine providers of insurance cover in the UK, standard insurance policies will not cover you for loss of income if guests can’t get to you in bad weather when there is no physical damage to your property.

In our regular insurance column this month we examine how, if you are concerned about loss of business due to bad weather, you can go about negotiating such a policy.

As ever we are keen to hear from you, about any renovation you may have undertaken, if you are putting your business up for sale or if you have just taken over management at an inn.

Bill Lumley EDITOR

www.innkeepermagazine.co.uk

4 NEWS

Industry news from around the UK

10

10 BAR SNACKS

As the premiumisation of bar snacks continues we look at growth in range and taste

16 BEERS

Brewers describe the challenge they face in a highly competitive market

20 COCKTAILS

After a record year in gin sales we suggest some gin cocktails

22 AL FRESCO DINING

Summer really will be here soon, so here are some outdoor dining suggestions

30 INSURANCE

Note the limitations of your insurance coverage and address if necessary

32 ACCOUNTANCY

How to stay on top of your financial affairs

22

34 ONLINE BOOKING Q&A

Innkeeper speaks to Krishan Kadodwala, director market management, JET UK & Ireland, the Expedia Group APRIL/MAY 2018 | INN KEEPER | 3

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CHANNEL 4 GUESTHOUSE SHOW SEEKS NEW SERIES PARTICIPANTS

The producers of Channel 4's programme Four in a Bed is looking for proud innkeepers to participate in its latest series. The daytime show captures owners of hospitality businesses such as B&Bs, inns and guesthouses, battling it out to be crowned best value for money each week. Four in a Bed shines a spotlight on the unique and varied accommodation the UK has to offer from luxury B&Bs to inns, campsites and guest houses.

In the most recent series the show recorded its highest ever ratings, with over 1 million views.

Executive producer Mark Wildash told Innkeeper magazine: “We are delighted to announce that Four in a Bed is back this year for another 75 episodes and the team are looking for owners who are interested in taking part, especially people who are really proud of their inn. We have various filming dates from June until September 2018 and would love to speak to you.”

Nigel Smith has been running the Cardinal’s Hat in Worcester for five years, an inn that came second in a recent episode of the TV show.

He says he found participation beneficial. “We have had quite a number of direct bookings as a result of being on the programme. The raised profile of the inn as a business within Worcestershire has also been a real benefit, for we have also picked up a fair bit of corporate business as a result of that increased presence,” he says.

“As a PR tool I think it can be really valuable as long as you are sensible about the way you go about things on the programme. It’s important to ensure you retain a positive outlook. When you look at other people’s businesses you must understand what they are trying to do and appreciate they are making a good fist of it. Even when you are critical it is important to be able to be so in a critical way and ensure you say things in a way that would be seen as constructive.”

4 | INN KEEPER | APRIL/MAY 2018

He says he considered his competitors on the show as colleagues in the same business and trying to help each other.

“Of course it is a TV programme and it’s got to be interesting from a viewer perspective, but that can be achieved without having to be too negative, acerbic or critical. If you are over-critical I think that is worse negatively, not only on the programme but with the viewing public.”

As a type of guesthouse venue, he says an inn is the kind of place people are looking to stay, he says. “It’s less informal but high quality too.

We have the added benefit of being a historic inn, which helps us generally in that sense.”

He says he felt it was fair that he came second in the competition. “I was highly impressed with the people who won with their place: I felt it had a degree of integrity that you don’t often see in the accommodation

business. The quality was there while being quite laid-back and not too in your face.

“By being fundamentally honest in my scoring throughout, in particular for the winners, I knew that by voting them up there was a good chance this would put me behind them. But I don’t necessarily think it is about winning the programme but more about effectively showcasing your business.

“I went into it with this objective to the TV viewing public and also to the wider public in Worcestershire.”

Smith has run the Cardinal’s Hat for five years.

Prior to that he ran the Fleece Inn near Evesham which he still operates and before that he worked is a manager in the brewing industry. “So all my life I have been in the industry,” he said.

If you wish to participate in the show, In the first instance email fourinabed@studiolambert.com

www.innkeepermagazine.co.uk

VISION STYLE AWARDS WELCOME INNS’ PARTICIPATION The organiser of the Vision Style Awards, Vision Support Services, has confirmed it is to include inns within its B&B/guesthouse award category.

The most recent European hospitality design award was presented Annie’s Cabin, a hand-built Finnish-style log cabin in Ludlow The awards are aimed at celebrating interior design and style across a range of hospitality venues and have been designed to find the most stylish ‘hidden escapes’ from across Europe across a range of categories.

The Vision Style Awards, organised by global textiles giant, Vision Support Services, opened for entries back in August 2017 with 13 categories to choose from and garnered hundreds of entries from Kosovo to Ibiza.

Annie’s Cabin’ is a Finnish-style log cabin, constructed from large Douglas fir logs. In the heart of the Shropshire countryside, it’s crafted from organic, sustainable materials; sawn timbers of the windows and doors contrasted against the hand-scribed lines of joints between the logs.

After awarding the prize for ‘Picture-Perfect B&B or Guest House’, the judges said: “Nestled in a glorious meadow, a trip to Annie’s Cabin is the ultimate postcard-perfect holiday break. The result of the Finnish-inspired design is a cosy yet adorable venue that also benefits from LED lighting, wood pellet stove and solar water-heating. Staying here would almost be reminiscent of being in a fairytale!” They added: “An ideal stay when you’re looking to get away from it all, this impressive eco-lodge is brimming with personality – charming and peaceful yet completely unassuming.”

Judging the awards were a range of industry experts and commentators from across the travel industry including Robin Sheppard, CEO of Bespoke Hotels, Sharron Livingstone of The Travel Magazine, Angie Silver, Blogger at Silverspoon London, Richard McCready-Hughes, Creative Director at Goddard Littlefair, Andrew Linwood, Head of Hospitality Design at Areen, Laurie Thomas, Managing Director of Vision Support Services and Jacqui Hurst, Sales Director for UK Hospitality at Vision Support Services.

The award trophies were presented at a ceremony at Boyds Grill in central London last month. Laurie Thomas, managing director of Vision Support Services, said: “Our one-of-a-kind awards are now in their fifth year and it’s been fantastic to uncover so many exquisite entries from across the hospitality sector. We’ve had some outstanding entries which made the judging all the more difficult.

“Looking forwards, it’s clear that travellers’ needs are changing every day which is why it’s incredibly important to look at how the design, comfort and style of a venue can influence someone to visit – particularly in a world where a photo can be shared to thousands in a matter of seconds.”

Prizes include a glass trophy, certificate, a luxury hamper, cash voucher and a double-page spread in the 2018 Vision Style Guide. The guide is an annual look-book aimed at uncovering hospitality trends and will be published in April.

Since the 18th century Vision Support Services has been a supplier and distributor of specialist, luxury and performance textiles to leaders within the global accommodation provider, hospitality, laundry, retail, www.innkeepermagazine.co.uk

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Neil & Mary Gourlay from Three Glens accepting their ‘Eco Champion of the Year’ award.

George and Erica Tasker from Annie’s Cabin accepting their ‘Picture-Perfect B&B’ award from Laurie Thomas, Managing Director of Vision Support Services.

government and public sector markets. It has over 6,500 customers in 84 countries.

The Vision Style Awards are described as a ‘feel-good’ awards incentive, the Vision Style Awards provide truly free exposure for hotels, B&Bs, spas, bars, restaurants and retirement residences which excel in their inspiring design choices.

Beginning as the Hilden Style Awards five years ago, the newly rebranded Vision Style Awards are an online awards programme which aims to highlight spectacular, striking and surprising design across a range of venues.

Originally only open to UK venues, the Awards returned in 2017 with a brand new design, name and looked to accept projects from across Europe as well as increasing the categories from to 13 from three.

APRIL/MAY 2018 | INN KEEPER | 5

news EDITOR Bill Lumley bill.lumley@jld-media.co.uk 01737 852 345 NORTHERN IRELAND EDITOR Francis Higney 01737 852 345 CONTRIBUTING EDITOR Caroline Sargent 07076 362082 CONTRIBUTING EDITOR Matthew Attwood 01737 852345 SALES MANAGER Dywayne Ramsundar dywayne.ramsundar@jld-media.co.uk 01737 852 342 PRODUCTION MANAGER Stuart West stuart.west@jld-media.co.uk 01737 852 343 DESIGN & PRODUCTION Ryan Goble production@jld-media.co.uk 01737 852 341 PUBLISHING DIRECTOR Helen Richmond helen.richmond@jld-media.co.uk 01737 852 344 No part of this publication may be reproduced, or transmitted in any form or by any means, electronic or mechanical including photocopying, recording, or any information storage or retrieval system without the express prior written consent of the publisher.

We regret we cannot be liable for the safe custody or return of any solicited or unsolicited material. Contributors are advised to keep copies of all materials submitted.

The opinions and views expressed in Innkeeper are not necessarily those of JLD Media. Being subject to the Advertising Standards Authority guidelines in place at the time of going to press, all data submitted by advertisers and contained in their advertising copy is accepted by JLD Media in good faith.

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Inn Keeper JLD Media, 25 Clarendon Road, Redhill, Surrey RH1 1QZ Tel: +44 (0) 1737 852 100 www.innkeepermagazine.co.uk All rights reserved © JLD Media 2017

6 | INN KEEPER | APRIL/MAY 2018

INNS EMBRACE APP DESIGNED TO INCREASE FOOTFALL AND LOYALTY An app has been launched aimed specifically at increasing footfall at your inn and encouraging customers to return.

Launched by Loughborough based CRM developers Sentle Ltd, EngageInn allows innkeepers to send personal and relevant text messages keeping their customers up to date on news and activities such as food offers, drinks promotions, sports events, quiz nights and a real ale calendar.

EngageInn is a customer engagement platform for inns, pubs, bars and other similar hospitality operations, powered by Sentle.

Customers sign up and choose those of the inn’s activities on which they want updates, via an easy-to-use app-based interface attached securely to the bar or wall.

On sign-up a personalised welcome text will be sent followed by well-timed news and offers based on the inns activities and customer interests.

As we went to press the app was being installed at the Station Inn in Nottingham, which recently won CAMRA pub of the year.

EngageInn co-founder and product director Steven Brand said: “Text messaging is a very direct, un-abused channel. Allowing customers to opt in to receive messages when they are on your premises confirms the customer is both interested in being part of your community and ready to accept your updates. The ability to personalise each message and manage frequency helps prevent any spam and the fact that customers do not have the extra barrier of downloading an app means you have an extremely high chance of your message being delivered, read and responded to.

“Whether it’s an old Nokia 3310 or the latest Iphone, most people have a phone in their pocket that can receive a text. With such a diverse target audience using many platforms it’s perfect for the hospitality industry.”

Roll-out of the app he says is gaining momentum, and EngageInn is now being used in a number of Everards pubs and independent operators in the UK, he says.

“Feedback is extremely positive in terms of ease of use, customer response, technical support and message advice.

The EngageInn team are very happy to support and help with message guidance encouraging engagement and repeat custom,” he says.

Brian Rigby, business owner at The Stamford Arms in Groby, Leicestershire, said: “Texting is the modern way of communicating. EngageInn is easy to use and understand for me, my staff and our customers. The back-office training we received was excellent and it’s so simple.”

Following launch in December the development team are now working on an ‘app free’ loyalty addition to the software allowing customers to redeem offers via a unique code giving business owners more scope to promote, monitor and get a real idea of their return on investment.

Brand tells Innkeeper magazine: “This is a departure from the email campaigns that larger companies tend to use that are generally ignored. Most of us don’t open all our emails but with text messaging it is such a direct and personal way to talk to people with nearly all texts both opened and read.

“By allowing inn customers to sign up, they can actually choose when doing so what facilities or aspects of that inn or pub that they are interested in. It could be anything down to what guest ales they have coming in.”

He stresses that all texts are opt-in and therefore not spam.

The app operation itself is funded by inns who pay a monthly subscription to the providers, giving them rental of the hardware on the wall, log-in to the back end and a certain amount of text credits that they can top up if they require. www.innkeepermagazine.co.uk

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GUIDANCE GIVEN ON PROLONGED HIGH TEMPERATURE COOKING OF STARCHY FOODS Industry representative body UKHospitality has issued interim guidance for the industry on new acrylamide legislation brought into force in April.

The organisation has published guidance to help catering businesses such as inns to identify and implement measures to reduce acrylamide levels in food following new legislation, which came into force on 11 April.

The regulation requires food businesses to identify potential sources of acrylamide and demonstrate that they have taken appropriate action to reduce the levels of acrylamide according to the principle of ALARA, or As Low As Reasonably Achievable.

Acrylamide is an industrial chemical used in the manufacture of polyacrylamides, and has also been detected in a wide range of foodstuffs at relatively high concentrations. It is formed during the frying, roasting or baking of a variety of foods, particularly starchy foods such as potatoes and cereal products.

The document provides operators with best practice guidance on how to mitigate acrylamide in their food businesses. Prepared by the industry, for industry, this guide is being developed with valuable input from the Food Standards Agency, Food Standards Scotland and other key stakeholders in the catering and food service sector.

Despite regulations coming into force today, the publication of interim guidance comes before EU guidance – which will provide clarity on the EU legislation on which the regulations are set. Upon clarification, the guidance will be updated and finalised.

Acrylamide is a chemical that is created when many foods – particularly starchy foods such as potatoes and bread – are cooked at high temperatures, such as when baking, frying, grilling, toasting or roasting. The tentative scientific consensus is that acrylamide has the potential to be carcinogenic.

Dr Lisa Ackerley, UKHospitality food safety expert, said: “Over the last 18 months UKHospitality has been working with the FSA, FSS and other stakeholders to produce practical guidance for caterers on the Acrylamide regulations which have been www.innkeepermagazine.co.uk

implemented today. Unfortunately, the EU guidance is not yet finalised, meaning some critical areas of clarification are still required as to scope and interpretation.

“It is regrettable that despite our considerable efforts we have been unable to produce a final document for the hospitality sector in time for the implementation of the regulations. UKHospitality is committed to guaranteeing that not only we but also our members have full confidence in the integrity of the guidance. Until there is total clarity about which businesses fall under the more onerous part of the regulations, and what foods fall into scope, we unfortunately are not able to provide the industry with the much-needed guidance they require to be confident they are complying with the new regulations.

“UKHospitality trusts that enforcement officers, who themselves will be relying on our guidance, will be mindful of this when considering taking any enforcement action until we all know where we stand when the EU publishes its guidance.”

UKHospitality Chief Executive, Kate Nicholls, said: “UKHospitality is dedicated to ensuring its members have the practical and easy-to-use guidance they need to make informed and confident decisions. As with our Catering Guide, this guide is set to be Assured by Cornwall Council – the Primary Authority for the hospitality industry.

“We hope that the EU guidance will be finalised sooner rather than later so that businesses can get to grips with the new legislation and will not be unfairly penalised and given reasonable time to understand and implement any necessary changes needed.

Earlier this year it emerged that A&E statistics may have to be recalculated after the UK Statistics Authority said changes in the recording method could lead to “misleading conclusions”.

The current target requires hospitals to have treated, assessed or discharged patients who enter the emergency department within four hours.

The UK Statistics Authority wrote to NHS England asking them to explain the changes in the recording method.

GOVERNMENT REVIEWS ‘GIG ECONOMY’ TAX ARRANGEMENTS

Inns and guesthouses in the UK are hopeful a government review of tax relief for home owners letting out rooms will lead to a level playing field.

In his Spring statement last month Chancellor Philip Hammond launched a call for evidence of the way in which web companies are offering services in the so-called gig economy. He did not name any specific companies but providers of economy services such as the arch-rival of inns, guesthouses and hotels, Airbnb, as well as taxi firm Uber, are understood to be targeted under a digital crackdown by HMRC proposed by the government.

Hammond’s call for evidence said: "Many of those earning money through a platform may never have previously made money without an employer to act as an intermediary between them and HMRC." He said that a number of European countries have already introduced measures to tax income from companies that used technology platforms to avoid paying their fair share of tax.

Airbnb, one of the kind of operations whose tax affairs the government will be considering, has come in for criticism from the traditional hospitality sector for appearing to have a less onerous tax liability regime as well as for bypassing the rigorous regulation compliance inns, hotels and guest houses have to endure.

Hospitality sector groups have welcomed the development, seeing it as potentially leading to a long-overdue level playing field. B&B Association chairman David Weston said: “When B&Bs pay tax on their profits whilst their neighbours using sites like Airbnb may choose not to bother, perhaps it is encouraging that they may not be able to get away with it so easily for much longer.”

The traditional hospitality sector has had many concon cerns about the operation of Airbnb properties, among them the lack of health and safety reguregu lation and the fact they can operate unchallenged by the authorities when B&Bs face being forced out of business if they fail to comply. David Weston said it is not the operators using the Airbnb platform who are at fault but the regularegula tors who need to follow through.

APRIL/MAY 2018 | INN KEEPER | 7

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UK WINE RELEASES BREAK RECORD IN 2017

A record number of bottles of English and Welsh wine were released onto the market last year.

HMRC figures show that 3.86 million bottles of sparkling and still wine made in UK vineyards were released for sale in 2017.

Last year’s bumper bottle count was up 64% on 2016 when 2.36 million bottles were released.

In 2000 just 1.34 million bottles were released from bond, since when the numbers have steadily risen with some years faring better than others.

The English wine industry is reaping the benefits from a huge investment in the sector leading to an increase in vines planted over the last ten years.

English sparkling wine is made in the same traditional method as Champagne, meaning it is left to age in the bottle, usually for about three years.

Not only did English vineyards have a bumper harvest in 2014, but last year saw several vineyards release of a range of special edition and older vintage wines.

The growth in output from the English wine sector is set for a further boost this year when the UK’s largest single estate vineyard releases its first sparkling wine.

Next month Rathfinny Wine Estate in Sussex will launch its sparkling, Blanc de Blancs, after bottling its first wine in May 2015. The family run wine estate will increase the English wine 8 | INN KEEPER | APRIL/MAY 2018

portfolio and aims to eventually reach production of over 80,000 cases by 2025.

Rathfinny is a shining example of the investment and growth taking place in the English wine sector in recent years, according to the Wine & Spirit Trade Association (WSTA). So far, the estate has planted 250,000 vines on a former arable farm in the South Downs and intends to plant a further 250,000 vines over the next five years.

Sparkling wine accounts for 66% of all English and Welsh wine produced and has gained global recognition for its quality.

Miles Beale, chief executive of the WSTA said: “English wine releases reached a record high in 2017 with more varietals and vintages available, giving consumers a greater choice than ever before. This is great news for English winemakers who have been gaining international recognition over the past few years, leading to an impressively stocked trophy cabinet. With the high quality of English now so widely recognised, the wine industry’s newest challenge is meeting growing demand.

The English wine industry is a true British success story and has ambitious plans to increase exports. We hope to see production continue to grow and forge ahead with new export opportunities.”

Mark Driver, co-founder of Rathfinny Wine Estate said: “We’re very excited to be releasing

our first Sussex Sparkling wines this year. There seems to be a lot excitement about the launch and the wines are being well received. It was always our belief that if we could make a sparkling wine that could match, or even better, some of the best sparkling wines in the world then there would be a ready market for our wines in the UK and overseas.

“English sparkling wines are winning awards in international competitions and the talk of the town in New York and Hong Kong. We expect to export up to 50% of our wines over the next few years.

“In the last 10 years the area of planted vines has more than doubled with a million vines being planted in the UK in both 2017 and planned for in 2018. It’s expected the area under vine to reach over 3000 hectares by 2020 from 2200 hectares currently.

"The success of English sparkling wines has led Champagne houses to invest in vineyards in the south of England as the chalky soils and climate are very similar to those found in the Champagne region.”

Earlier this month Vranken-Pommery became the first of the big Champagne houses to release an English sparkling wine. The fizz is made in partnership with Hampshire’s Hattingley Valley and sold under the Louis Pommery England label.

www.innkeepermagazine.co.uk

SPANISH STOUT WINS INAUGURAL LONDON BEER COMPETITION A stout from a brewer in Spain's Basque country has taken the only Gold medal at the inaugural London Beer Competition, leading a field of 21 medal winners from the judging that took place in the capital last month.

Black Gold, an 8.5% ABV stout aged in rum barrels from the Basque Oak Brewery, was awarded the 90+ points required to take a Gold by a panel of 12 beer experts. Sambrook's Brewery from London took three Silver medals, and the Brewery of the Year title.

The London Beer Awards were launched in late 2017 by global drinks experts Beverage Trade Network, plugging a gap in the market for an award that judges beers in the way that consumers judge them - assessing not just their taste, but also their packaging and value for money.

Chief executive of Beverage Trade Network Sid Patel said, "At all the major competitions, beers are judged solely on the quality of what's in the bottle or can. We wanted to take a different approach, by asking our judges to look at beers the way shoppers do, adding appearance and value for money into the mix.

"The best-tasting beer in the world will stay on the supermarket shelf unless the pack design and price point appeal to the consumer. Equally, if the taste doesn't live up to expectations, there will be no repeat purchase.

"Including all three factors in the judging produces results that are closer to the reality of the way consumers purchase beers and gives brewers better feedback on how their beers are perceived by shoppers."

At the judging session, judges tasted and scored beers ‘blind' before seeing bottles or cans and marking them for on-shelf appeal as well as value for money.

The majority of the medals went to UK brewers, though beers from Spain, Italy, the USA and Sri Lanka were also winners.

Reinforcing the robustness of the London Beer Competition, many had won awards in other contests, including Sambrook's Brewery, based in Wandsworth, who took the Brewery of the Year title after scoring more points than any other brewer and three Silver medals.

Best in Show awards went to Wold Gold from Yorkshire brewer Wold Top and Dark Island Reserve from Orkney Brewery, as well as to www.innkeepermagazine.co.uk

Sambrook's and Basque Oak. Patel said, "Launching a new competition is exciting but also daunting, especially when it radically changes the way beers are judged. We're delighted with the first London Beer Competition, which attracted entries from award-winning brewers in the UK and further afield and a panel of respected industry judges.

"We are already making plans to run the competition again in 2019 and will be opening entries towards the end of this year."

Duncan Sambrook, founder of Sambrook's Brewery, said, "We're delighted to have taken three medals in this inaugural competition and to win the accolade of best brewer. Winning these awards in the city where we have been brewing for 10 years is a great endorsement of all the hard work our brewing team have put in.

"The fact that this competition, unlike most beer contests, assesses beers not just on the taste, but also the packaging and value for money, is a welcome addition and gives us a realistic picture of how consumers view our beers. We will be shouting about our success and looking forward to selling more of our great beer."

Mitch Adams, beer buyer at London-based Borough Wines, said, "Seeing the packaging was a great addition to the judging, and well-managed so we didn't have preconceptions when tasting the beers.

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"I'd like to see more competitions find a way to include packaging, as it's important to buyers and it's evident that the industry still needs feedback on what sort of branding is acceptable.

Hopefully comments from events such as this will help the drive for equality and diversity throughout the industry."

THE WINNERS LONDON BEER COMPETITION GOLD · Black Gold - Basque Oak Brewery BEER OF THE YEAR · Black Gold - Basque Oak Brewery BREWERY OF THE YEAR · Sambrook's Brewery BEST IN SHOW (BY COUNTRY CATEGORY) · Wold Gold - Wold Top Brewery BEST IN SHOW (BY PACKAGE) · Dark Island Reserve - Orkney Brewery BEST IN SHOW (BY VALUE) -(£2.25) · Battersea Rye - Sambrook's Brewery BEST IN SHOW (BY QUALITY) · Black Gold - Basque Oak Brewery APRIL/MAY 2018 | INN KEEPER | 9

Punch is making a significant investment into their Punch Inns portfolio....

PUNCH INNS

and are looking for dynamic operators to work in partnership with to build successful businesses.

ROOMS

FOOD AND DRINK

ENVIRONMENT

SERVICE

Our consumer experience is all about offering the complete package – great food and drinks combined with a fantastic nights sleep as well as being the go-to venue for our local community’s functions or parties.

OUR INNS

OUR OFFER

OUR VALUES

Traditional character with a contemporary twist

Service that exceeds expectations

Warm and cozy

Assured quality

Relaxed and friendly

Creative dining experience

‘Home away from home’

Modern amenities

Regional food and drinks

Quirky and original

Great facilities

A great night’s sleep

Heartfelt hospitality

Comfortable and reassuring

It’s all about the experience

IT’S ALL ABOUT THE EXPERIENCE

Coaching inns or small hotels that offer heartfelt hospitality and become the go-to venue in their local communities.

THE COMPLETE PACKAGE We combine great food and drinks in stylish surroundings with a fantastic night’s sleep to become the destination of choice for leisure and business travellers.

SMART YET INFORMAL AMBIENCE

‘We will deliver ‘wows’ all around - with the look and feel of our design - our high quality - and our high quality food and drinks - all delivered with heartfelt hospitality.

If you’re driven by a desire to forge a name as a talented host who puts their guests at ease while delivering a top-notch menu and exceptional hospitality, Punch could have just the venture for you!

The Retail Contract offers an exciting new way for you to run a Punch Inn yourself – with all the training and day-to-day business support you need and with only a security deposit required for entry.

If you are interested in this fantastic business opportunity please call 01283 501 999 or e-mail recruitment@punchtaverns.com

PUNCH INNS 432012 / 121139-0418

The taste explosion

bar snacks In recent years trends in popularity in the bar snack environment have tended increasingly to change more quickly than in the selection of beers offered.

Bill Lumley reports on the evolution in taste and expectation

12 | INN KEEPER | APRIL/MAY 2018

A

nyone over a certain age will remember frequenting bars where the range of snack available to accompany a drink in an inn or pub typically comprised peanuts or crisps, from beef jerky to pickled eggs.

Only in the early 1980s did this pattern start to see disruption with the emergence of the pork scratching.

Over the past decade however there has been a dramatic diversification of snacks.

Philly Sweetnam is head of out of home sales at Popchips UK. She tells Innkeeper magazine there is a movement in the UK towards premium bar snacks in British inns.

“The range of snacks now available in bars, both value and premium, has significantly increased over the last five years both in terms of crisps and nuts but also in other snacks such as jerky and popcorn,” she says. “As consumers are becoming more health conscious, they are also becoming more demanding, so offering a range of snacks which cater to wide range of needs is becoming increasingly important. Popchips are ‘popped’ not fried, so are under 100 calories per serving and contain around half the fat of standard fried crisps.”

“We continue to see a growing trend towards healthier snacking and in the bagged snacks category we’ve seen the better for you products grow by 35% since 2014, whilst the rest of the category has been pretty flat, growing at just 0.8% over the same period.”

What also continues to be clear is that consumers are looking for healthier options, but without having to compromise on taste, she says. “At popchips we have noticed a demand for interesting, strong flavours with SKUs such as BBQ becoming one of our most successful flavour launches to date. We also find that these strong flavours tend to be what consumers are looking for when complimented with

their drink of choice, which is where our Ridges range really comes into its own with flavours such as Smokey Bacon and spicy Buffalo Range.”

Snack providers are now not surprisingly focusing their target on the kind of consumer that will embrace this new market.

“Popchips is fairly new to the licensed environment and we’re currently focusing on urban locations, which suit our core consumer, but we feel there is great potential for us to grow in this area. The recent Public Health England campaign, which has switched its focus towards calories - 100 calorie snacks, twice a day max - shows that there will be an increasing move toward healthier snacking which will affect all outlets, particularly those which attract families.”

The movement away from the bog-standard nuts-and-chips range on offer in inns and pubs has opened wide to embrace even the pickled egg. Sue Tyley, picking director at Purely Picked Eggs based in Gloucestershire tells Innkeeper magazine that the bar snack environment is being driven by a move toward healthier, higher quality snacks, traditional “but with a twist” – “wanting to try new, more cosmopolitan snacks or flavours and wanting to associate with brands with more personality or sense of provenance.”

Purely Pickled Eggs manufactures premium British free range pickled eggs in 12 different flavours. Tyley says she has seen a movement in the UK towards inns providing a wider variety of bar snacks.

The growth of micropubs - around 800 now in the UK - is one driver towards more bar snacks as they have no kitchen but want snacks that support their premium offering, she says. “The community pub is a similar driver. And then many inns/bars are looking to differentiate themselves whilst increasing the average spend and look to bar snacks to help with that. Premium bar snacks do seem to be popular as a way of differentiating and adding to the customer experience.”

The supplier targets male drinkers aged 25 -55 largely in wet-led pubs with up to 50:50 split. “This is the profile of your typical pickled egg fan,” she says.

Research from Mintel prepre dicts the value of the total UK savoury snacks market will grow by 8% between 2016 and 2021, to reach £4.3 billion linked to an anticipated 1.6% volume growth. Tyley says: “Within this

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bar snacks market, our own sustained growth leads us to believe that sales of bar snacks are increasing.”

Katy Hamblin is marketing manager at Pip Pipers Crisps, which was recently once again voted Britain’s best brand of savoury snack for the sixth increasconsecutive year. She emphasises the increas ing importance of premium crisps and the opportunity they offer operators to increase sales and margin. best-per“Premium crisps are one of the best-per forming types of snack in the on-trade at present, having almost doubled their penetration in less than five years,” she tells Innkeeper magazine. “They also represent a significant advantage over ‘standard’ and ‘value’ crisps in terms of their rate of sale comand price/margin.” Premium crisps com mand around a 30% price premium over quality mainstream products according to CGA Trading Index figures, she adds.

“Ever-more sophisticated consumer tastes have led licensed outlets to premiumise their food menus, enhance flavours and improve provenance. This trend has also driven the ‘premiumisation’ of snacks and is the reason behind the huge sales growth in this category. The growth is happening right across the UK, in all kinds of bars,” she says.

The CGA Trading Index figures send a clear message to operators. “Premium crisps offer a great opportunity to grow sales and increase margin by meeting the consumer demand for greater menu sophistication and food proveprove nance," Hamblin says. “Premium crisps are the perfect snack for more discerning customers who don’t mind paying for high quality, great-tasting products.”

She says that by selecting the right premium crisp brand, inn operators can further enhance the benefits they achieve. “Look for a range of flavours that are on-trend and acac company a wide variety of drink choices,” she suggests. “For example, our recently launched Jalapeno & Dill meets the current trend for heat and exciting flavour combinations that satisfy consumers’ desire for innovation. This is particularly relevant for 18-34 year olds, the most significant snack-buying segment and a key target for licensed operators. Like all Pipers Crisps, Jalapeno & Dill is a strong, ‘grown-up’ flavour, so it will be popular in pubs, clubs and bars where it’s the perfect accompaniment for an ice-cold bottled lager served with fresh lime.”

Hamblin says: “These days crisps aren’t just for beer drinkers; Britain’s growing 14 | INN KEEPER | APRIL/MAY 2018

number of spirit drinkers - particularly gin - are realising that premium crisps are also the perfect partner for their favourite tipple. The gin-drinking revolution is currently riding the crest of a wave based on exciting new premium blends. Gin distillers are travelling the world discovering the best flavour combinations - juniper and other botanicals - to make their gin unique.”

Gin drinkers are looking for high quality snacks with innovative herbal flavours that go really well with these gins, she says. “Flavours such as thyme and rosemary work really well in premium crisps and are a perfect match for great gins.”

It’s worth recognising the increasing importance of healthier eating and the fact that growing numbers of people are choosing to follow a gluten-free diet, either because they are gluten intolerant or suffer from coeliac disease, she says. “As an additional selling point, look for a range of premium crisps that is gluten-free and preferably also wheat-free and barley-free,” she suggests.

There are plenty of inns diversifying beyond the traditional bar snack world to provide such products as pies and sausage rolls. James Hughes Davies is director at Little Jack Horner's, based in Frome in Somerset.

“We try to make the very best sausage rolls that we can,” he says. “All of our meat and dairy comes from free-range and/or organic, local small holdings and farms with impeccable welfare credentials. We're Taste of the West Savoury Bakery Champion 2017 and have won many Great Taste Awards.

“If you want to sell a sausage roll that represents the very best of traditional British comfort food in your establishment, then that is what seperates us from our competitors.”

He agrees that times are changing, and that consumers are thinking a lot more both about what they consume and where it comes from, especially with meat products. “I'd far rather eat really good meat occasionally that tastes better and comes from well looked after animals, than poor quality processed meat with every meal,” he tells Innkeeper magazine.

“Our sausage rolls simply taste better, and it's easy to justify paying a little bit more for something such as our sausage rolls that are better quality, as it's an affordable luxury. I think across the board people are demanding better food, and it filters into the entire hospitality sector. Less mass produced processed rubbish, with little nutritional value and tasting okay at best, and more small-scale production that has identity and individuality, are a talking point, and ultimately are delicious.

“Better bar snacks mean more people eating the snacks, and more people staying in your establishment drinking your beer. As far as the innkeeper is concerned, the bar snacks that you serve are representative of your establishment, it's important to think of the experience that your customers have as a whole, and these snacks are very much a part of that experience. The more www.innkeepermagazine.co.uk

bar snacks

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APRIL/MAY 2018 | INN KEEPER | 15

bar snacks positive and memorable then the more likely it is that the customers will return,” he adds.

Little Jack Horner’s does not specifically target any particular sector, he says. “We work as bar snacks for wet-led pubs and also starter/light lunch/platter options for food-led pubs as well. It's a versatile product that people instantly understand. It's more to do with the personal attitude of the publican, manager or chef.

“Successful working relationships usually begin with them trying our sausage rolls and saying, 'Wow, these are different, they taste great and I want to make these work in my establishment'.

Then we can work with them to plan how best to do that, because we know that they sell if promoted properly,” he says.

I Love Snacks director Amanda Cook says that overall there is a shift of consumers attitude towards the food they are eating. “There is a trend for healthier snacks across all sections including bar snacks with consumers looking for natural snacks that have few ingredients, no added sugar and preservatives,” she tells innkeeper.

“People want to snack whilst out but at the same time require good quality choices and snacks that meets diets as well as lifestyles. Consumers are looking for healthier snacks wherever they are and are not willing to compromise on taste. With more quality wet led run pubs flourishing and offering consumers a greater choice and quality, I Love Snacks range is a perfect snack addition to their ofof ferings. I Love Snacks Italian Olives are a perfect fit with a gin, I Love Snacks Smoked Almonds with a glass of wine & Mixed Nuts both fit well with wine and all types of beer.”

Inevitably bar snacks have evolved along with the food industry in recent years, according to Ember Snacks co-founder Harry Mayhew. “Consumers now compared to 10 years ago have started to care a lot more about their diet,” he says. “Products with high fat and sugar, such as pork scratchings, have dede creased in popularity, whereas snacks with low sugar and fat have increased. Our biltong ticks all of these boxes, it is low calorie, high in protein, great tasting and crucially no sugar.

“If we look at Brewdog for example. In their own words, they say on their website, ‘we've recently been giving the food in our bars a bit of attention, and we're working on some awesome new concepts for our menus!’ Brewdog has moved with the times in both drinks, bar food, and bar snacks, we are delighted to be working with them in half a dozen of their bars across London.”

In addition to this, in general, the quality of pub food has also been on the up, days of ‘pub grub’ are fading, where as the days of ‘gourmet’ or ‘bistro’ or 16 | INN KEEPER | APRIL/MAY 2018

‘gastro’ pub food are upon us, he tells Innkeeper. “As pub food continues to grow in standard, so does the standard of the snacks. However it is a developing time, and according to ‘Potential of pub and bar snacks,’ research by McCain Foodservice claims that publicans are missing out on a potential windfall of £400m by not having good enough side and snack offers.”

For the time being, Ember Snacks target ages are between 20 and 50 years old, he says. “Within this age bracket, we are targeting super markets, pubs, and online outletOur slogan of ‘feed your fire,’ applies to everyone. We want our biltong to be for every occasion whether that be a relaxed afternoon snack or a post work out protein hit.”

Cleaver & Keg supplies what it calls “meaty morsels for the modern drinker”. Founder Dan Searle describes the brand as “beer-focused British Charcuterie - created specifically with the on trade in mind - with beer pairings on the pack”. The brand works with beer-led inns, pubs, bars and hotels all over the country – “anything from back street pubs to gastro pubs. As long as they understand good beer, their customers will be seeking out a decent snack to go with it,” he says.

He tells Innkeeper: “The UK snack market is still emerging. We have been in the market since April 2016 and things are most certainly starting to gather momentum with new entrants and growing consumer demand but there is a long way to go.”

Consumers are looking for more complex flavour profiles in their snacks to match the same in their beer, he suggests. “Consumers are also seeking our alternative nutritional values in their snacks - higher protein, less saturated fats and lower carbs for example,” he says.

The demand for high quality, gourmet burgers and slow-cooked beef and lamb products isn’t slowing down in UK pubs and bars and there is ever increasing demand for operators to produce and serve finished dishes that are tender and full of flavor, quickly and consistently, even though there may be a lack of skill, equipment and experience in the kitchen.

Customers are becoming more open to sharing food together when dining out and comfortable eating at the bar or in “quick-service” in-formal environments, such as outdoor street food markets, customers are also demanding more variety from menus while expecting the portion sizes to be good value for money.

If it’s choosy carnivores you wish to treat with a great snack then look no further than Anzco foods. The supplier has a mouth-watering product range called Angel Bay, comprising a range of gourmet, part-cooked New Zealand, export quality, froze, hala, beef and lamb products including burgers, meatballs and sliders.

Spokesman Fletcher Bowley tells Innkeeper: The beef sliders and lamb bites make ideal bar snack products.”

It also sells a range it calls Nourish, a similar range of gourmet, slow-cooked beef and lamb products help www.innkeepermagazine.co.uk

bar snacks

manage. "We do all of our own processing and manufacturing in our own plants and control the export, so each product is fully traceable back to the farm and as a vertically integrated supply chain we can always ensure the highest standards of animal welfare, product quality and consistent supply all year around.

“The products come from both grass-fed, free range cattle and lambs and the pastures they feed on in New Zealand are rich in nutrients and the free range, wide open space they have to roam and relax in, means the highest quality of finishing is achieveable.

The taste of our beef is delicious, beautifully tender and is to gourmet standard whether in a burger, meatball, slider or it’s the beef ribs, and our lamb is rich in flavor, amazingly tender and melts in the mouth either in a burger or it’s the lamb shank,” he says.

He adds: “Our products provide a solution to this challenge, by providing a prepared product that maintains it’s shape, flavor, tenderness and appearance through a variety of different cooking methods includ-ing the microwave, oven, grill and of course bbq.”

There is a definite movement in the UK towards www.innkeepermagazine.co.uk

inns offering more bar premium bar snacks, he says.

“Innovation in the UK pub snack industry has been stagnant for a long time. Just the past year has seen a signifiant number of new entrants to the market and wholesalers are now contacting us looking for a more premium offering.”

Premium bars have from time to time been known to offer customers free snacks to entice them in for a pre-Sunday lunch snifter. But Searle says he does not think that culturally this is something that the UK will ever do on a significant scale. “It is common place on the continent, but the UK pub industry hasn't really embraced this.

“Perhaps leftovers from the kitchen on a Sunday afternoon you can find, but that’s about it. There seems to be some kind of resistance to appreciating that snacks will keep customers in and drinking and free snacks will only amplify that. That said, British charcuterie is expensive and so hard to justify giving away for free,” he says.

Consumers are tired of traditional snacks that lack in flavour and innovation, he says. “Compared with 10 years consumers are drinker better beer in better environments and want a better snack to enjoy in that space.

Among those prepared to recognise the divergence of taste and flavour in the British bar snack world is The Curators, which is described as being “all about the creativity of flavour and meat is a fantastic canvass for big bold taste”.

Marketing executive Becky Haseldine tells Innkeeper magazine: “We use chef-made marinades and rubs for a big hit of flavour, and we make our jerky with the best quality British beef. Using our unique cooking process we are able to maintain a soft, tender chew - unlike a lot of tough, chewy product on the market currently.”

She says the market for this kind of bar snack is definitely growing. “In 2016 jerky was the fastest growing sector within the £132m UK meat snacks category, +16% RSV (versus 3% total category).

Snacking is a multi-billion pound sector with healthy options and the natural protein trend driving growth.”

Classic flavours will always be around and, especially in snacking, driving a lot of sales, she says. “Who doesn’t love a great Cheese and Onion crisp. But concon sumers are demanding more from brands in terms of excitement, provenance and, importantly, flavour.

You only have to look at the craft beer market to see how that is taking hold with sours, APRIL/MAY 2018 | INN KEEPER | 17

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fruit beers and even coffee porters becoming en vogue.”

Consumers are increasingly looking for premium and better-for-you options in all the places they want to hang out, she says. “Whilst the bar or pub is never going to be a haven of health it is important that operators evolve their snack offering to meet the demanding tastes of modern consumers. Like the craft beers phenomenon we believe there is a big market for premium bar snacks with craft credentials. As tasty as they are, basic crisps and nuts are just not enough to have in the offer,” she says.

While some premium bars offer customers free snacks these days in some high end environments, it’s a big trend in the mainstream, she say. “Consumers are, on the whole, happy to pay good money for good products,” she says.

Consumers’ taste for bar snacks is changing with a demand for big flavour, more variety, more interesting world food trends and products outside of standard crisps and nuts, she adds.

“We are focused on venues that have customers who love great tasting food and beer and the offering in the outlet reflects that. Pubs, inns, bars, hotels - are all relevant. We don’t really have a profile for where that is as it should be. Great taste is a national right!” she says.

Snaffling Pig founder and CEO Nick Coleman says that while much research suggests snacking is an ingrained habit but health concerns, it means more of us are cutting back on snacks. “So, when we do snack, it has got to be worth the calories,” he says. “It’s this change in behaviour that’s led to the trend in indulgence and premiumisation. We’re also seeing a return to recessionary behaviours, with people opting to stay in rather than go out.”

18 | INN KEEPER | APRIL/MAY 2018

All in the presentation

Bar snacks can be deployed on occasions sch as wedding receiptons being held in bars and inns. It’s all very well selecting the right snacks for your target audience, but presentation becomes more important the higher the level of quality of snack or hor d’oeuvres being served.

Opening for business this summer is Middlesex-based Whizcraft, which deems itself “synonymous with quality, craftsmanship and innovation”. It creates a wide range of presentation dishes and mini trays and other serving apparatus that enhance the appearance and sense of premium concerning the food concerned.

“We endeavour to deliver unique products that we design and develop in consultation with some of the most experienced personnel in the hospitality industry,” says a company spokesman.

“We like to welcome ideas to bespoke crockery and metalware for your exquisite food presentation,” he explains.

The "Big Night In" is a trend that keeps growing, he says. “When customers do venture out, they want to try snacks that aren't available in the supermarkets, but create that indulgent, treat experience. The quality and price of the snacks need to be in line with the price of drinks too. So in the more craft-led pubs, you’ll see a lot more artisan- led snacks, like biltong.”

He says: “I love the culture in mainland Europe when you order a drink and are given a bowl of snacks to go alongside it. The US does the same. It's not something we are seeing here but it really does offer a much better customer experience. It’s a simple way that bars and operators can create a point of difference. I'm hoping more pubs will start taking it up. Pubs have to offer consumers a better experience than they can get at home.”

Despite all the weird and wonderful snacks and flavours in the market, he insists customers still stick to the popular favourites of crisps, nuts, pork scratchings.

“Within this bar call, the classic salted and chilli will still commard 75% of the sales,” he says.

Snaffling Pig isn't focussed on any age bracket or demographic, he says, but more on a way of life.”Our customers are 18-81 - it doesn't matter as long as you love to live life and revel in a cheeky indulgence.”

Snaffling Pig produces high quality ingredients matched with great tasting flavours within innovative formats and serve experiences, he says.

“The overall snacks category is relatively static however porky snacks are growing at 20% year on year. Although a large chunk of our business supports the on-trade channel we also have a range of gifts and advent calendars and we've seen phenomenal growth in this area. 2018 is a big year for the range too as we will be expanding our nut products with a new range of single serve foil bags launching back end of the summer,” he concludes. www.innkeepermagazine.co.uk

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APRIL/MAY 2018 | INN KEEPER | 19

Making the grade

Beer has never come in a greater or more premium choice. As the proliferation and availablity of quality beers continues, Bill Lumley looks at the experience of three premium independent brewers making a march into the bars of UK inns

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rewing technology and distribution techniques are improving all the time, with the effect that independent and brewery-owned inns alike are presented with a huge range of premium lagers and bitters from independent brewers in kegs, casks and bottles, all of them angling to take a space in the bar.

This can be both a blessing and a curse for innkeepers, who find themselves chasing improved turnover, tempted – some might say inundated – by a sea of premium beers, yet unclear until they have committed them to trial whether the punters will give them a try, let alone a thumbs-up.

One of the main problems is that a high proportion of the public is drawn into their local in the first place for a drink of their regular tipple. They know what they like, they know where the like to

20 | INN KEEPER APRIL/MAY 2018

drink it, and in a majority of cases no amount of presentation of a new kid on the block will tempt them to sample it, let alone change from their favourite tipple.

Enfield beer was launched two years ago in May 2016. The eponymous North London brewer is seeing its on-trade sales grow fast, and they are almost doubling every month, according to director and founder Rahul Mulchandani.

Initially the brewery launched exclusively in bottles, he says. “For the past year we have been offering cask and kegs but have only really been going at full capacity for the past six months or so.

We are finding our best seller in inns and pubs is our stout, London Porter. We are actually knocking out Guinness taps. Nine pubs have now replaced Guinness with London Porter, which is designed to be easier drinking than Guinness with more layers.

Consumers have really picked up on that now, and it is starting to build traction.

“We’re focused on making great tasting beer inspired by the worldwide craft beer movement. We’re methodical about our approach to brewing, not cutting corners and innovating yet staying true to the four key ingredients that make our beers: grain, yeast, hops and water.”

As with so many other young independent breweries however, the main challenge Enfield Brewery faces, as a small brewery, is explaining to potential customers the difference between craft and mainstream. “We still get multiples calling us saying they want to buy us but that they are not going to pay more than a pound per bottle delivered,” Mulchandani tells Innkeeper magazine.

“It’s a challenge trying to explain to people and educate them at the same www.innkeepermagazine.co.uk

time that our beer costs more because it is small batch, hand-crafted, and that the labour involved in producing our beer is therefore a lot higher.

“Also, because we are not the size of the large breweries, we don’t get the same economies of scale to bring the costings down,” he adds.

One of the reasons for the increased cost – and with it the premium flavour of the beers Enfield produces – is that the brewery sources all its ingredients locally. “We don’t use European malts, which are generally cheaper, for example,” he says.

Within London he says Enfield is the only brewery to make its beers with fresh water. “All our beers are made with fresh underground London mineral water, which makes a very big difference considering water is 95% of the ingredients of any beer. A lot of people don’t realise that. Yet there are many people who won’t drink tap water. Our argument is that if it is not good enough to drink water from a tap then why is it good enough when it is in a beer?”

“We like to say that our London Porter is the only porter brewed with London water,” he adds.

Another independent brewery making inroads into UK inns is Bedlam Brewery in Albourne, East Sussex. The brewery currently offers four different cask beers on draft or by the bottle. Last year it brewed its first lager, a German styled Pilsner at 4.2% available in both cask and bottle. It has also recently launched a 4.8% New England beer that it calls “a sessionable pale ale that borrows inspiration from the US but uses UK grown hops resulting n a refined, more delicate beer yet still recognisable in style and packed with flavour”.

Communications manager Sally O’Connor tells Innkeeper magazine: “We are having great success, supplying inns and pubs with both keg and bottled beers.” The brewery currently bottles three of its beers – the porter, pale ale and pilsner – which it sells in inns as well as off trade.

She says: “The challenge is the number of beers out there competing for the limited space in the cellar of each inn. There are a huge number of incredibly good beers out there. We love to sit alongside other great beers. As an independent brewery, I think provenance is key.”

She sympathises with the perception that the younger inn-going drinker is likely to be more adventurous, and therefore more likely to try the unfamiliar premium beers that may be on offer, but she stresses: “The older generation are still very discerning. They are used to drinking traditional ales, but they are also now listening and realising there are some amazing beers out there to try.”

Last year the brand Hoffmeister, famous in the 1980s for its ‘Follow the bear’ slogan, was revived after being dormant for decades, and applied to a Bavaria-brewed beer, Hoffmeister Helles Lager. www.innkeepermagazine.co.uk

Launched only last year it recently won the IWSC award for Best Lager of 2017-2018. The lager is now in just over UK 200 locations including a number of inns, bars, hotels and restaurants, and it has also just made it into the bar of its first five-star hotel.

The pace of growth in interest in the brand at inns and pubs in the UK is gathering momentum, according to joint CEO Spencer Chambers.

“Whereas before we had been stopping door to door, and we are now finding people knocking on our door, which is always nice and asking for it to come in,” he tells Innkeeper magazine.

“We only started to sell kegs at the back end of quarter two last year, and you need to be able to build up your sales stories and get sales data from

pubs. Compared to this time last year we now have examples of village inns where we replace d this that or the other beer, our rate of sale compared to what they were selling before, and so forth.”

The beer is a good profit proposition for landlords, he says. “Ours is a premiu m-priced product that comes in-between a Strayer and a Peroni in retail price, but the landlords are making a greater margin on our kegs. This means there are things we have been able to make up on and incorporate into our story. At the end of the day if people can sell an exceptional product, and if the inn and pub landlords are making more profit, then that isn’t a bad start.”

He admits the Hofmeister brand recognition has helped enormously. “We thought there was a story in the brand and that proved to be the case. When we launched, we received an enormous amount of national press coverage. We are at a City pub The Golden Fleece, part of Metropolitan Pub Company, itself part of Greene King, where it is doing fabulously well.

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“They trailed the lager there, where it worked extremely well, and it is now going to be rolled out as part of their estate,” he says. “They are a big player that has clearly done due diligence before rubber stamping the brand. We also have presence around the country. In one village inn, Hoffmeister is outselling Peroni at a rate of three to one.”

The brand works well but it has a very broad spectrum appeal so it is harder to pigeon-hole it in any particular demographic. However, he says there is a split in those who know the brand and those who don’t. “Anyone 38 and over has heard of it and quotes the slogan ‘Follow the bear’, and literally anyone 37 or under has never heard of it before.”

It’s hard enough getting your beer on draught in an inn, and it’s harder still getting your beer into a punter’s hand, for they are used to having their usual which they go in to order, he says. “Converting them is where it has been really effective. I was talking to a Metropolitan pub manager who said he is amazed at the number of people who come in, see the brand, look surprised and ask if it is the same brand they remember.

“The answer is it is indeed the same brand, but it is now owned by a couple of guys, it’s brewed in Bavaria, and has just won the World’s Best Lager, and people say ‘Really? Give me a try’. And that has been a real benefit to the innkeeper. It’s a risk putting something different on, but with our brand you can guarantee trial. It is a hybrid brew: an established brand and at the same time brand new.”

Meanwhile for the younger generation, specifically those 37 years and younger, they are more about discovery, he says.

“They like trying new things, having a story behind them, and they expect excellence, so our proposition is proving to be working well for that age group as well."

As we went to press Hoffmeister was under consideration by the owner of the eight bedroom and two lodge Beckworth Arms near Salisbury.

Chambers says he describes his inn as ‘about as British as you can get’.

“He remarked recently that his customers would love the preposterous fact that Hoffmeister has come back and is now the best lager in the world.”

APRIL/MAY 2018 | INN KEEPER | 21

cocktails

Gin cocktails in mode Record sales of gin are giving rise to a growth in the popularity of the spirit as the main ingredient of cocktails.

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ore than 16 million bottles of gin worth £413 million were sold in the 12 weeks to the end of December. Compared with the 2016 festive season an extra three and a half million bottles were sold in the UK, up 28% in volume and worth an extra £104 million.

The Dry Martini with Langley's No. 8

The Wine and Spirit Trade Association (WSTA’s) recent Market Report shows that in the whole of 2017 over 51 million bottles of gin, worth almost £1.4 billion, were sold in the UK, up 27% in volume, the equivalent of over nine and a half million more bottles than in 2016.

This is the equivalent of every adult in the UK buying a bottle of gin in 2017.

Across the board sales of gin in our supermarkets and shops as well as pubs, bars and restaurants have beaten all previous sales recorded both annually and quarterly.

The greatest growth was shown in our supermarkets and shops in the 12 weeks to 30/12/17, when the value of gin sales grew a whopping 38% and volume sales by 28%, compared to the same period in 2016.

1.

70ml Langley’s No.8 gin 2.

10ml Dry Vermouth 3.

Olives / lemon twist Tasting Note: Perfectly capturing the botanical notes of the gin, the Langley’s No.8 Martini delivers a perfect balance of citrus, juniper and spice in the smoothest fashion. Excites the most reluctant of martini palates.

22 | INN KEEPER | APRIL/MAY 2018

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cocktails

The Cassis Negroni • • • •

40 ml Gin 20 ml Campari 20 ml Sweet Vermouth 10 ml British Cassis

Instructions: 1: Pour all ingredients into an icefilled mixing glass. Stir well. Strain into a cocktail glass. (Alternatively, combine ingredients in a tumbler and serve in the same glass.) Garnish with an orange twist.

The British Bramble • • • •

20 ml British Cassis 40 ml Gin 15 ml Lime juice 15 ml Sugar syrup

Instructions: 1: Fill a cocktail shaker with ice 2: Add the gin, lemon juice & sugar syrup 3: Shake & strain over fresh ice into an old fashioned glass 4: Float the creme de mure on top 5: Garnish with a blackberry or lemon twist

The Tom Collins • 50ml Langley’s Old Tom • 20ml Lemon Juice • 10ml Sugar Syrup • Topped with Soda Tasting Note: a refreshing alternative to the G&T, the sweetness of the Old Tom partners perfectly with the lemon juice, allowing the flavours to stand out with the neutrality of soda.

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APRIL/MAY 2018 | INN KEEPER | 23

outdoor eating

Al fresco dining

A trend for domestic outdoor living has given rise to a healthy and fast-growing market for outdoor dining at inns and pubs.

Bill Lumley reports.

24 | INN KEEPER | APRIL/MAY 2018

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utdoor lighting comes in a wide range of materials, styles and of course prices. If you are having new lighting fitted into your outdoor space whether it be for your car park, outdoor seating area or an elegant outdoor wedding reception area, it is important that you get the process of fitting the lighting right first time.

After carrying on well into March this year, winter now seems finally to be turning into no more than a memory, and long-awaited Spring is here. As the evenings draw out, so too comes the need to prepare for the approaching busy summer season. If your own property is not up for major renovation, due or overdue, and if it is not facing unscheduled repairs resulting from winter snow or flood damage, then now may well provide the perfect time to consider monetising your outdoor space.

Innkeepers across the UK are increasingly marketing their outdoor dining facilities, and there is a growing number of UK companies offering a wide range of outdoor furnishings from chairs and benches, picnic tables and portable gazebos. If you wish to extend the luxury inside your property to your outdoor space then you may consider investing in a premium gazebo or pavilion.

There is a wide and fast-growing variety of choice to be had for your outdoor dining facilities. If you want to put your toes in the water for outdoor dining at your venue and invest initially in the hundreds rather than thousands of pounds then you might be happiest going for a conventional table

and bench, such as an eight-seater picnic table from Benchmark Picnic Tables. For less than ÂŁ300 you can try out the traditional pub-style garden option to determine what other changes you may need to make to your business to accommodate profitable outdoor eating.

If however you decide to go the luxury route then there are options aplenty. Adrian Danson is chief operating officer at Crown Pavilions, an Oxfordshire-based firm offering high-end garden pavilions, luxury gazebos and outdoor rooms. He tells Innkeeper : “We are finding that many hospitality businesses want to use their outdoor space a lot more than just during the high summer months. We are following that trend by providing a lot of our gazebos with heating in them, enabling innkeepers to get up to nine months per year rather than four or five months out of their outdoor space,� he says.

The gazebos that Crown Pavilions sells are designed to be used for private dining, he explains, so proprietors are finding themselves able to extend their opportunities for attaining a speedy return on their investment.

Exposure to the elements should not be a concern for products such as those sold by Crown Pavilions, according to Danson, who explains that as high-end products they are all made with the finest quality and durable materials. www.innkeepermagazine.co.uk

outdoor eating “Our products all come with a 30-year guarantee on their roof, and all the soft fabrics we use are marine-grade, so they are incredibly hardy and completely weather-proof. They have all been tested on ocean-going yachts, so we know they can take extreme weather elements.”

Meanwhile the company’s pavilion and gazebo roofs are made from environmentally friendly cedar shingle roofs. This type of wood has been in use for this purpose for hundreds of years and requires no maintenance, he explains. “They just weather beautifully,” he says.

In the event of food or drink spilling on any surface, he maintains the materials used are all very easy to clean. “Food and drink just wipe off. The fabrics are water-repellant and very low maintenance.”

As a further measure of the brand’s flexibility, smokers can be accommodated in the buildings when the waterproof rolled up blinds are rolled providing sufficient ventilation for guests to smoke.

“The key thing is that they pay for themselves really quickly,” he says. “Very rarely do you need planning permission as they are seen as temporary structures.

We can install them within a day, so you can have the additional space very quickly, cost effectively and with no planning upheaval.”

Ivyliving is a sister company of Ivyline, a company that supplies the UK’s largest retailers with home accessories, indoor and outdoor pots. Ivyliving is all about gas firepits, and facilitates outdoor dining for innkeepers in a variety of ways. Marketing executive

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Maija Sakalauskaite explains: “We offer three main options, all ideal for their purpose. The one for full scale dining is the Kenwood eight-seater, which offers the look and feel of a top-class hardwood outdoor table with a long burner made of top grade stainless steel and containing the special tempered glass beads that look liquid in the dancing flames.

The flames are highly controllable from a dancing flicker to a toasting 39kW. “Then we offer The Large, a very popular garden chair height model that facilitates casual dining and relaxing with drinks and snacks with its wide ledge and sociable 15Kw central fire. For those who want to socialise at bar stool height we have the Standing Table, which again has a ledge to hold drinks and snacks all around the central fire.”

She says there are a number of characteristics that make Ivyliving attractive to the small luxury hospitality market. “All our products are highly user friendly and blend well with their surroundings, but they are specifically geared to the commercial market.“ As with the approach taken by Crown Pavilions, Sakalauskaite says the aim is to enable venue operators to add revenue by extending their al fresco seasons by up to six weeks earlier in the Spring and six weeks later in the Autumn, in total up to three months. She says: “At these times, and through the

April / May 2018 | INN KEEPER | 25

outdoor eating summer, they also extend the outdoor experience considerably later into the evening and into periods of poorer weather. If they are under some kind of awning or large parasols, the effect is even more enhanced. People just love being outside!”

She says that the relatively recent trend for al fresco living at home has led to a similar trend for outdoors dining at hospitality venues. “New roof terraces are being created, existing outdoor terraces and courtyards are being refurbished, and new ones are being created.” Ands she cites a recent survey undertaken on behalf of Hotelympia, which found that an overwhelming 75.5% of diners preferred the option of eating outside. “Our customers’ experience is that this includes times of poor weather.

They just want to gather round the fire pits and be out there,” she says.

Jan Dammis head of international sales at hospitality furniture supplier GO IN says: “Outside is definitely ‘in’. Al fresco dining and outdoor restaurants have been booming right across Europe. Carefully designed terraces get people flocking in and are an excellent source of revenue. Choosing the correct outdoor furniture and creating an attractive outside space which fits your overall concept is the key to success.”

Outdoor spaces are more than just a ‘must have’ add-on, he stresses. “They should be designed to complement the visual style of the rest of the restaurant or bar. In order to maximise the potential of outdoor spaces and to attract different groups of guests, it’s often helpful to divide terraces into zones. Groups of tables and chairs stand in the centre as a place for

26 | INN KEEPER | APRIL/MAY 2018

table service and dining. These can be combined with bar tables and stools for a quick coffee or snack.

Then there are lounge areas where guests can enjoy a relaxing cocktail.”

Developments in technical outdoor fabrics have helped shape the design and quality of today’s trendsetting outdoor furniture. For example, the outdoor lounge furniture Tuxum really catches the eye. “The beautifully shaped sofa and chairs in a simple ‘Scandi style’ stand out thanks to their light look and mix of technical outdoor fabric, aluminium and wood effect.

These are perfect for the cocktail areas of outside terraces,” says Dammis.

New chairs, including the Elias, exude a feeling of lightness and summertime. The retro-style chair has small proportions and comes in simple white, as well as popular brick red and olive green. It’s available with a closed or perforated backrest. The frame is made of powder-coated steel; the comfortable seat shell is polypropylene. Comfortable, stackable and lightweight, the Elias is a practical all-rounder, sure to be loved by guests and staff alike.

“If your outdoor furniture needs to be cleared away quickly at certain times or stored through the winter then folding or stacking chairs and tables offer a distinct advantage. They save space and they are quick and easy for staff to move around. GO IN offers a wide range of furniture that meets these requirements,” he says.

Uneven ground, a lack of shade or shelter, poor layout and inadequate access can all reduce guests’ enjoyment of your outdoor area - and that’s before the furniture is considered. Fortunately these problems are easily overcome with a bit of forward planning, he says.

“First, give some thought to choosing the right flooring. This is critical because it can not only help make the outdoor area look attractive, but it also allows furniture to be organised and accessed in the best possible way. A loose surface such as gravel offers a clean, easily maintained and generally well-drained area but can be unsuitable for pushchairs and wheelchairs. Grit requires more maintenance but offers better access. Flagstones and paving need a small gradient to help drainage but, if well laid, give an attractive and lasting surface. Wooden decking can be an option but is not recommended for shady areas where slippery moss can form.

Gary Vale, managing director of Eden Furniture, has advice for innkeepers on al fresco dining and getting ready for summer.

“There are plenty of options when it comes to choosing outdoor furniture,” he says. “You’ll need to consider the ‘look and feel’ you’re trying to achieve, www.innkeepermagazine.co.uk

outdoor eating problems are easily overcome with a bit of forward planning, he says.

“First, give some thought to choosing the right flooring. This is critical because it can not only help make the outdoor area look attractive, but it also allows furniture to be organised and accessed in the best possible way. A loose surface such as gravel offers a clean, easily maintained and generally well-drained area but can be unsuitable for pushchairs and wheelchairs. Grit requires more maintenance but offers better access. Flagstones and paving need a small gradient to help drainage but, if well laid, give an attractive and lasting surface. Wooden decking can be an option but is not recommended for shady areas where slippery moss can form.

Gary Vale, managing director of Eden Furniture, has advice for innkeepers on al fresco dining and getting ready for summer.

“There are plenty of options when it comes to choosing outdoor furniture,” he says. “You’ll need to consider the ‘look and feel’ you’re trying to achieve, how you want to manage your outdoor space and the price you want to pay.

“Often you’ll want your outdoor space to be a

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APRIL/MAY 2018 | INN KEEPER | 27

outdoor eating GO IN’s top tips for successful outdoor areas Tip 1. First impressions are everything, so use your outdoor area as your business card - make it a good or even better representation of your style indoors.

Tip 2. Offer furniture with comfort, style and quality. Make cost savings by purchasing from the right supplier, rather than compromising these important standards.

Tip 3. Go for flexible arrangements so that changes can be made quickly and easily. For example, go for small tables, which can be arranged individually or used together for larger groups.

Tip 4. Make small but significant gestures towards additional comfort.

For example, offer seat cushions and warm blankets for chillier evenings.

Tip 5. Make sure the furniture is robust, easy to maintain and well looked after to make sure it stays looking good.

28 | INN KEEPER | APRIL/MAY 2018

how you want to manage your outdoor space and the price you want to pay.

“Often you’ll want your outdoor space to be a continuation of the design themes that your indoor areas convey. However, in some circumstances there’s an opportunity for your outdoor area to make an eye-catchingly bold statement so that you stand out from local competition and draw customers towards your offering. Bold contemporary designs and vibrant colours are an excellent way for your furniture to stand out, but there are new takes on classic styles that are well worth considering,” says Vale.

Classic styles continue to be very popular conveying a comforting sense of reliability and trust, he syas.

“The Parisian café look is always stylish, and these days stackable chairs and armchairs are available with robust aluminium frames and all-weather woven seats and backs. The vintage look has also been reinvented and given a makeover with a whole new range of colours. The Salford stackable aluminium chair for example is available with an antique paint finish in white, grey, light blue, red, green or yellow. Minimalist ‘retro’ looks, such as the Nolita range, combine fine classic lines with a thoroughly modern colour range.”

Innovative new materials are constantly being introduced to improve the quality, design, maintenance and longevity of outdoor furniture. Vale says: “Depending on what you’re trying to offer your customers and your operational requirements you can choose furniture which is virtually maintenance free; is stackable or foldable; is lightweight or heavy; simple yet striking; classic, stylish and comfortable.

“Non-wood can be made to look like real wood or

can bring striking patterns and designs to tabletops.

Metalwork can be powder coated to provide a robust, weatherproof finish in a wide range of colours. Wood, in teak or redwood, is now available sourced solely from sustainable and environmentally green plantations which ensures the long-term viability of these sources,” he adds.

When deciding how to make the most of your outdoor space, you’ll need to consider some practical aspects of furniture design. You may be lucky enough to be able to keep furniture permanently set-up outside, but this does mean the furniture has to be able to cope in all weathers and stay looking good. “If it doesn’t need to be constantly moved and rearranged then it can be a more robust design and build; many solid metal and wood designs meet this requirement.

When furniture needs to be put away each night or when it’s not required, then you’ll want lighter-weight designs and foldable or stackable options; these features also minimise the space required for winter storage,” he suggests.

“If you have to leave your furniture outside during the winter months, we recommend that you cover it either with a purpose made cover or a tarpaulin. Make sure it’s clean and bone dry before you cover it up and that there is ventilation for air to circulate so that if moisture does get in it can also more easily get out on a dry day. Tilting furniture and keeping the feet off wet ground can help prevent rotting,” he adds.

Making the most of your outdoor areas is not just about tables and chairs. Vale says: “Other items will also contribute to the comfort and usability of these areas; for example, look at the flooring, shade and shelter you offer. Good flooring – paving, decking or gravel – is a must to ensure that guests and staff can move around comfortably without tripping or slipping. If the outdoor area is exposed, you may want to provide either shade from the sun or shelter from wind and rain, depending on the weather. This can be in the form of natural planting – trees and shrubs – or the built environment – walls, screens and pergolas.

Outdoor heating and giant parasols can help extend the season for outdoor eating and drinking.”

Outdoor, al fresco dining is becoming ever more popular in the UK. Therefore, investment in outdoor furniture is an excellent way of generating additional revenue by making the most of all the space at your disposal. The balance between furniture price and quality is all-important though. Inevitably, paying more does buy higher quality, which looks better for longer, but of course the investment is greater and takes longer to pay back. A good supplier should be able to offer sufficient choice of furniture and the expertise to guide you into making the correct investment decision. www.innkeepermagazine.co.uk

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From the initial project to the last detail, our designers, production, assembly team and our experience in contract and residential projects all over the world is at your disposal to achieve outstanding results. www.innkeepermagazine.co.uk

April / May 2018 | INN KEEPER | 29

fin n e

Lateral thinking

30 | INN KEEPER APRIL 2018

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One of the risks faced by innkeepers is denial of access, or the inability of customers to get to their establishment owing to flooding, snow drifts, or road or airport closures.

Bill Lumley looks for a solution.

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T

he actual impact of a bad weather on an inn’s turnover can be significant, even if there is no damage caused by the related weather event itself. You may find your business cut off with no guests for perhaps week or more, yet be unable to claim against that, insurance consultant and former chief executive of the British Insurance Brokers’ Association Mike Williams, tells InnKeeper magazine.

“The effect on your turnover and profit may be significant if guests are unable to make their way to your inn owing to inclement weather.

The trouble is that in order to cover that loss of revenue, just about every policy will have a condition stipulating that there has to be a valid claim under the material damage section of the policy,” he says. In other words, you can’t claim for loss of profit for a storm unless the storm has damaged your property – blown your roof off or shut you down because of flooding, for example.

“I’m not sure it would be possible for somebody to actually provide that cover. If a neighbouring business goes up in flames and the authorities shut down the road resulting in denial of access, then you can cover that on a commercial insurance policy. But in the case of bad weather guests may be unable to turn up because the trains aren’t running, the roads blocked, or airports are closed,” he says.

There is an opportunity here for an insurance company to see a chance to fill a gap in the market with a specialist one-off policy that would be useful for the hospitality industry, he says. “There have been any number of hospitality owners bemoaning their fate on TV over the past weeks, complaining they have had no customers for a fortnight.”

Bear in mind it is your responsibility under any insurance policy conditions to minimize the loss.

If as happened with the Beast from the East there was ample warning and you knew it was likely something was going to happen, if you don’t take steps to try to prevent or minimize damage or loss

fin n e

it is always possible that your insurance company may turn down a claim because they do not cover inevitable loss or damage, so do what you can to protect yourself. If you think there is going to be a flood, for example, get some sandbags.

And bear in mind an insurance policy is not a maintenance contract. If roofs collapse because they have been there for donkey’s years and wear and tear made the collapse in evitable, the insurance company isn’t going to pay for that. Good advice is that you should always act as if you didn’t have insurance.

As regards negotiating an excess deal or loss of earnings policy, speak to your broker and ask him these questions. And if you get anywhere, please let me know.

Policy excess

Any half-decent package insurance policy would cover you for storm damage claims, but there is likely to be quite a significant excess – the portion of the claim that you have to bear yourself – as it is simply not possible to buy insurance cover against storm or flood damage without an excess.

However, it is possible to buy excess recovery insurance, according to Williams. “If you have an excess of £2,500 for a premium of a fraction of that you can buy insurance that will cover the excess, which is something worthwhile if you would rather pay perhaps £200 to avoid having to shell out the full excess level every tim e there is a major storm,” he tells Innkeeper.

You can also potentially negotiate a discount on the policy with the insurer if you volunteer to have a higher excess, he says. “Usually the discount you’d get is higher than the sum you would pay for the standalone excess recovery policy.”

In reality there aren’t that many insurance brokers who would offer this kind of cover, and the place to look for such a one-off policy may your insurer, insurance broker or Lloyd’s of London, says Williams.

APRIL/MAY 2018 | INN KEEPER | 31

accountancy

Steering clear of failure What best practices should innkeepers adhere to in order to prevent financial problems in the accounts arena from snowballing?

32 | INN KEEPER | APRIL 2018

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accountancy

I

t’s not straightforward to do necessarily but the answer too preventing the escalition of financial neglect is quite straightforward, according to chartered accountancy firm Inn Control’s managing partner David Foster. At the outset, he says, it is important to understand that while setting up any accommodation-based hospitality business be it an inn, guesthouse or luxury B&B might be a lifestyle choice, it’s also a business.

Often people who are moving into the hospitality sector and taking over the running of an inn have received a redundancy payment, and they are therefore essentially paying good money for a job.

“Essentially if you don’t get a business right, it is akin to slavery in the sense that you do an awful lot of work for very little return,” he tells Innkeeper magazine. “Nobody would take a job with that profile, so why would they put themselves in the position where they are essentially running their own business with that profile?” he asks.

The first way to prevent that situation arising is planning, he says. “if you are about to buy into an inn or indeed any business, you have to understand at the outset what the outcome is going to be. You must look at a range of outcomes in terms of income and expenditure, so that you can plan before you get into something, just what the outcome is likely to be, and therefore whether you actually want to do it.”

With many hospitality businesses, he says, a significant number of people have a romantic idea of running such an operation. “They have dreamed of doing it for a long time – the easy life, getting people up and having much of the rest of the day to yourself,” he says. “That’s fine, just so long as the business of doing it works alongside, because if it doesn’t then it makes something you have always dreamed of doing frankly unsustainable.”

Budget forecast

Foster’s strongest piece of advice to anyone considering entering the inn market, or indeed for existing inn owners diversifying within the market with a second property, is for them to produce a budget forecast before they do anything.

“If they haven’t already got one, they should get a forecast of where the business is going to be going forward. Don’t just do a best-case scenario.

Produce a worst-case scenario too, so you know what you would need to try to do.

"Linked to the financial plan, you must have an action plan outlining all the things that you are going to do. You need to market the hospitality www.innkeepermagazine.co.uk

business, you need to do research of the market in which you propose to operate, the location and so forth. Even if you have a successful track record, any business needs a track to run on. You need to look forward for the next 12 months.

“Have a look at the market: is it increasingly competitive? Are people taking more overseas holidays, for example. Once you have got a budget for the coming year then when you embark on the work itself, record it properly,” he stresses.

There is a great cliché that what you can measure, you can manage. Foster says: “You must measure what you do when you embark on running a bed & breakfast. In my view every business, in hospitality or elsewhere, should produce management accounts. They ought to be able to produce these pretty much at the press of a button, In order to understand the profitability of their business, and to understand what the solvency of their business is. They must also have a target in their head of what they are aiming for: what do they want to make?”

Crucially they must allow for the inevitability of paying tax, working out how much to set aside and putting it away so it is not a surprise. “You are going to pay tax at the end of the financial year, so plan for it,” he says. “Have a chat with your accountant and find out what it is likely to be and put it away, because it wouldn’t be the first time that paying a tax bill has finished a business off, not having been allowed for.”

Experienced insolvency practitioners will always say the reason for the failure of any business is down to bad management. Simply learning the ins and outs and skills of the kind of business practices an innkeeper needs to understand under the hospitality umbrella alone is not sufficient: for many this will be their first foray into business management. However, many innkeepers are unlikely to have mastered the art of business forecasting.

Forster presents a tip by which this can easily be remedied. “If they go online and put “pro forma financial forecast” into virtually any search engine it will bring up no end of small business pages, with lots of tips and hints for doing forecasts.”

River of destiny

He stresses that it is not just bad management that leads to businesses folding, but also bad planning. “Most people do not consider where they want to end up, and they will end up wherever this river of destiny takes them. Above whatever else I say to anyone wanting to start up

in business, it is important to think about where they want to be, and then cut to the present day and work through it.

“We see lots of instances – both in the licensed trade and in general practice businesses – where, irrespective of the mistakes they make, some of the businesses that go bust are simply bad businesses. Some haven’t been managed right, while some should never have been started in the first place. Sometimes you meet people, look at the business model and take a view that it really won’t last. They may have been made redundant, put a whole load of money into opening the new business, only for it to disappear.”

Foster contends that the two key mistakes new businesses make that lead to their collapse are not listening, and not taking advice. “We could put our clients into two broad camps: we have the responsibility-takers that engage with us, that send us information when we ask for it. They get good and timely advice and they have the wisdom to ask questions.

“Then we have the other camp, who are the blamers, for whom any negative financial situation is always someone else’s fault. They don’t take responsibility, and if we ask them a question they don’t come back to us,” he says.

Ultimately taking responsibility involves communicating with your financial advisor. “Their job is to be there to help not to hinder,” he says. “An innkeeper should make sure at the outset of the relationship that they have some ground rules. For example, we fix our fees in real terms, so within an agreement that we have at the outset clients understand exactly what they are buying; they are paying for certainty, in the same way that you go to a supermarket checkout having taken something off the shelf with the price on it you know how much it is going to set you back.”

Being in the 21st century helps, he says. “If you get a good accountant they ought to fix their fees and offer good, up-to-date solutions. We work with a lot of clients now who engage with software on the cloud so they can keep their own books, or we can keep the books for them, and we can have a conversation looking at the same information on the cloud. If you have a problem.

If they have a problem or if they flag something up, they can have a conversation that will take five minutes, nice and efficient, and off we go.”

He concludes: “The modern way of engaging with professionals such as accountants can be very straightforward. They needn’t cost a fortune.

Take advice, act on that advice, don’t waste your advisor’s time and they won’t waste yours.”

APRIL/MAY 2018 | INN KEEPER | 33

Q& A

34 | INN KEEPER | APRIL 2018

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Q& A

OnLINE BOOKING Innkeeper magazine talks to Krishan Kadodwala, director market management, JET UK & Ireland, the Expedia Group

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M

any inns and guesthouses have always relied on word of mouth and other traditional ways of generating business. What reassurance can you give to traditional hospitality operations such as inns that they really do need to take advantage of the services provided by online booking agencies?

Online Travel Agents (OTAs) such as Expedia Group are the leading resource during the planning phase of a trip for vast numbers of travellers, and remain prevalent through the booking path, with OTAs converting the most travellers into guests. Not only do we provide travellers with a variety of accommodation options, but we put clear, visual information about their chosen lodging at their fingertips. Visibility that come from using an OTA such as Expedia Group not only builds vast awareness of your accommodation, but it helps generate trust from the traveller. OTA customers recognise brand value and 82% of them like to book with familiar chains1.

Consumers, especially younger tech-inclined travellers, prefer the options on offer from OTAs vs supplier direct channels. These savvy customers are looking for the best accommodation that fits all of their needs and preferences, and they prefer to cross-shop. They rely on the online reviews, mapping services and comparative capabilities that OTAs can offer them.

Our own suite of self-service tools helps hospitality owners get closer to their goals of filling rooms, building the bottom line, and keeping travellers happy and comfortable for their first stay – and every visit thereafter.

The Tools, data and insights available via our extranet sites, like Partner Central, are easy to access and it offers all hoteliers and hospitality owners – no matter how new they are to online bookings - the opportunity to inspire and convert travellers, set expectations, create personalised experiences for their guests, identify and address issues to better meet

guest needs, improve guest experience and drive repeat bookings.

What advice can you give to hospitality managers at inns to help prevent their rating from suffering - other than ensuring they deliver the best possible service to their guests?

Understanding the phases leading up to the trip, and the traveller experiences throughout, is a fundamental part of maintaining an online reputation.

There are four phases of a traveller journey: dreaming and planning, shopping and booking, the trip itself and post-trip. Throughout this journey, today’s tech-savvy mobile-first travellers are looking for personalised content that is relevant to their preferences – not genericii.

Once a traveller has booked, the hospitality owner can begin delivering on guest experience by opening the lines of communication.

Expedia Group has developed a guest communication platform, Partner Central Conversations, to help create first impressions and set expectations with custom welcome messages or check-in instructions. The tool allows hospitality owners to acknowledge, confirm, and manage special requests and provide information about the property’s offerings helping to enhance engagement.

To further facilitate guest engagement, after a guest checks into the hotel, Expedia Group helps capture Real-time Feedback. With Real-time Feedback, guests receive a brief email questionnaire to gauge how their stay is going, which allows hoteliers to instantly read and respond. When hoteliers immediately address and resolve traveller issues, they can create a positive impression and potentially increase the likelihood of receiving higher post-trip guest review What is your advice to small accommodation businesses that may have been, in their view, harshly tainted by one or two unfair but influential reviews and that they are now suffering financially?

Online reviews are a powerful marketing tool, but there is of course the worry that guests may can misuse a review opportunity. If a re-

APRIL/MAY 2018 | INN KEEPER | 35

Q& A he pedia roup is made up of a d namic portfolio of the world s leading travel brands. partnership with E x pedia G roup will help you reac h m illions of div erse trav ellers, both domesticall and around the world.

Subscription is quick, easy and FREE www. j oinex pedia. c om

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Q& A view is genuinely misguided or completely fabricated, there is the option to report the review and Expedia Group will determine whether or not the review will be removed.

In Partner Central, you are able to check and respond to reviews from Expedia Group, Hotels. com, Travelocity, and Orbitz. This gives you the opportunity to acknowledge each and every guest's opinion. Hospitality owners should prioritise responding to negative reviews and aim to reply to a selection of positive and / or neutral reviews. The best way to protect your inn’s online reputation is to respond and then investigate.

In fact, 62 percent of users say that seeing hotel management respond to reviews generally “makes me more likely to book it” and 87 percent of users agree that an appropriate response to a bad review “improved my impressions of the hotel”iii.

As for future guests, continued engagement with a traveller once they embark on their stay is key to creating a positive experience and useful for avoiding negative online feedback. It is important a hospitality owner is proactive and talking to guests while they are at your accommodation, particularly when a guest arrives at their destination and experiences the property for the first time. It’s key to uncover potential issues and communicate with guests while they’re on-site, as this is when hotels are in the optimal position to resolve or avoid a potentially negative guest experience.

Have you identified any trends in managing guest reviews/feedback or venue presentation?

We always advise any of our properties to focus on their content on the website to really showcase their venue. The value of investing, high quality photography of the property and things to do nearby can make such a difference to the online conversion. We know that consumers look for experience, so you really have to promote the experience of your inn to those looking to book.

Do you have any statistics or general data that reflects the growth of the OTA in recent years and the growth of their importance to B&B owners and Innkeepers?

OTAs play a significant role in the traveller journey, particularly in the early stages, and are critical for capturing the eyes of potential guests from all over the worldiv.

Travellers want to imagine themselves in a destination and experiencing their vacation. Expedia Group can help travel shoppers to conveniently visualize their stay, whilst also differentiating www.innkeepermagazine.co.uk

between properties.

With more than 600 million traveller visits to Expedia Group’s portfolio of brands each month, our hospitality partners have the opportunity to really understand that consumer interest and increase their visibility. The tools available in Partner Central (PC) can help hospitality owners inform, influence and engage with travellers throughout their journey.

Do you offer guesthouses any other products or services other than the guest booking service?

Recognising the value data can play in their partner’s success, Expedia Group has built a powerful set of tools to help hospitality owners understand their performance, be more competitive in their market, and grow their business in the Expedia Group Marketplace.

As travellers move into the booking phase, they have usually narrowed down their options and are closer to purchasing, but hospitality owners still need to account for travellers’ diverse needs and budgets. They can attract more travellers, and increase the likelihood of converting a booker, by offering a variety of board types and rate plans to appeal to the diverse traveller needs. Understanding the market and offering competitive rates and availability can be what helps travellers make that final booking decision.

As with a traveller’s purchase decision, making pricing and strategy decisions is easier when guesthouses such as inns have market data to back them up. Leveraging performance and market information, paired with public shopping data, can help hospitality owners set strategies that convert travellers. Expedia Group offers several analytics tools to help with revenue management and property performance, which provide valuable information on a property’s revenue performance.

www.lodgingmagazine.com/7-things-you-probably-didnt-know-about-ota-customers Expedia Group Media Solutions, The Traveller’s Path to Purchase, White Paper iii TripAdvisor and PhocusWright, Custom Survey Research Engagement, 2014 iv TripAdvisor and PhocusWright, Custom Survey Research Engagement, 2014 i

ii

Can you make any other observations on the market, predictions etc.?

Mobile is a key trend affecting all industries.

In travel, the number of mobile bookings is increasing all the time and we really see the growth of mobile impacting the industry more and more – so any lodging partner needs to be mobile ready. Of course, with this trend comes the soar of people booking online for travel so we really urge everyone to think about their online presence in order to tap into this growing market.

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Fine-Tuning Payments With Technology

W

hen you are busy managing your business, you want the reassurance that valued guests can pay conveniently perhaps with an online deposit upfront, the balance later and for extras when they stay with you, and securely.

Focused on the unique needs of the hospitality sector, Kashing has a feature rich product line-up that combines online and offline payment facilities into a single service with fixed costs. The beauty of the technology is that it eliminates complex accounts with multiple service providers and delivers a single flexible offering that manages all card payment processing needs. Providing a quick, simple and secure payment solution, you do not have to worry about customer's card data security or compliance with card brands.

Accepting payment face-to-face, via a website or over the phone using Kashing’s branded card payment device could not be easier. The Kashing app provides everything you need to manage bookings, stock inventory and sales.

The proprietors of The Roseleigh Guest House explain how the app has helped their business: “Kashing came on board with us and they’ve been tremendous with customer support. The online system is very good because it basically gives you a detailed report for each payment you make and it is easy to learn. Each day they provide a list of the transactions that occur and we can see how much each customer has paid as well as the total for the day. It just makes our life really easy.”

As Karen Rossouw, CEO, Kashing, says: “We want to change the way independent business owners feel about accepting payments and provide the facilities that were exclusively for larger companies.” Karen adds: “The technology allows you to manage payments so you

don’t have to worry about card security or UK regulation. One unique feature is the re-charge facility whereby repeat clients can simply ask to have their card re-charged without having to submit their details again. And, as all payments go through one accounting system you don’t need different providers.”

Using the mPOP™ from Star you can benefit from not only the very latest technology but also a compact and aesthetic tablet POS solution. As a combined Bluetooth printer and cash drawer system it is low cost, lightweight and space-saving at just 10cm high and 30cm wide. With front feed receipting, mPOP can easily be placed under the counter for enhanced space-saving.

Working with all major operating systems including Apple iOS, Android and Windows, mPOP provides a versatile system that is ready to work with Kashing’s payment solution. Bluetooth connectivity results in only one mains cable for full

operation while the mPOP LED display will quickly determine pairing status as well as any issues such as paper out. With 4 USB ports, additional tablet, phone and scanner charging is available from the one cable.

“We are pleased to be partnering with Kashing. The simple yet secure features of Kashing’s payment solution combined with Star’s unique mPOP™ provide the B&B industry with a tablet POS system that is not only innovative and versatile but also compact, stylish and easy to use,” concludes Annette Tarlton, Marketing Director, Star Micronics EMEA. Kashing will also be exhibiting at the BeMyGuest 2018 Roadshows. If you are attending and would like to meet the team please feel free to stop by our stand and say hello, we will be happy to discuss our services and answer any questions you may have.

For more information, please visit www.Star-EMEA.com/Kashing or contact Kashing on 0800 014 2950.

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