Welcome to the October edition of OnTrade Scotland Magazine
The time for bikinis and shorts has definitely gone unless you are one of the few still sending hotdog leg selfies from a pool somewhere hot.
Autumn is here bringing with it the start of party season, a time of dressing up and being scary … well that seems like a normal Monday for me … Halloween is upon us and I would encourage the industry to really do all it can to put on an experience for customers, embrace the fun and encourage customers to be more social again.
There are amazing venues that are doing this well that are creeping .. sorry reaping the rewards and this doesn’t have to be expensive. Just think a little out of the norm. This month we filmed AT THE BAR our first show in a couple of months, with the stunning House of Gods in Glasgow and I spoke with COO Ian James Stokes about the venue and the importance of offering an experience to customers.
Check it out at our YouTube channel @ontradescotland.
We are also expanding our Growth Program to support niche & emerging brands engage better with the industry to include suppliers for more information on how we can support you email info@topgunmedia.co.uk or DM us on our socials.
Justin Wingate Director at TopGunMedia
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Fiona Gauld Production - info@topgunmedia.co.uk
For press enquires or advertising opportunists please call or email: Email: info@topgunmedia.co.uk Telephone: 0141 556 4111 10 6 12
The Party Season is here Discovering Tenerife Diageo launches paper based bottle
Industry News
ST ANDREWS SET FOR SEATON HOUSE EMPLOYMENT BOOST
Luxurious five-star hotel to employ more than 60 staff in boost for local economy - the 5-star boutique hotel is set to bring more than 60 jobs to St Andrew’s when it opens early next year.
The hotel’s operators, Valor Hospitality Partners, have confirmed Seaton House, which is situated near the first tee of the iconic
Old Course, will generate a huge boost for the local economy. With forty-two (42) luxury bedrooms including five (5) stunning suites and three (3) junior suites, Seaton House offers 5-star luxury hospitality in the heart of St Andrews and is just a fiveminute walk from the town’s many historic attractions, artisan shops, cosy cafes and fine dining experiences.
Dating back to 1864, Seaton House was once known as the Scores Hotel. The revival of the building’s original name, Seaton House, encapsulates a commitment to preserving a cherished piece of the town’s history.
With six managerial roles currently advertised, Valor Hospitality Partners are seeking another 56 people to join the team, this is yet another step in this exciting new era for the historic building which is steeped in a legacy of luxury.
Michael Davern, General Manager, Seaton House said: “As the reopening of this local landmark draws ever closer, we are excited to be assembling a wonderful team.
“Working at Seaton House offers the chance to be a part of something truly special and to work alongside the amazing people at Valor Hospitality.
“We will be offering a variety of roles, some of which will allow members of the local community an exciting opportunity to start their hospitality career path. Everyone working at Seaton House will play a crucial role in creating memorable experiences for our guests.”
PARTNERSHIP PROVIDES 28% GROWTH IN SALES OF SCOTTISH PRODUCTS
Bidfood Scotland, one of the UK’s leading foodservice providers, is celebrating a successful year of collaboration with Scotland Food & Drink, as it increased sales of Scottish products by 28%.
This success, in part, has been driven by a strong focus on enhancing accessibility for Scottish suppliers, chefs, and
caterers through the Bidfood Scotland Direct platform which launched its dedicated Scottish shop a year ago.
Over the past twelve months, 334 new customers have bought into Bidfood Scotland’s Scottish range, and an additional 30,000 cases of Scottish products have made their way into kitchens across the UK.
With the support of Scotland Food & Drink, the dedicated Scottish page on the Bidfood Scotland Direct platform has driven a 17% surge in online sales of Scottish products, now making up 56.4% of total sales. This positive uptick underscores the power of increased digital visibility and local pride, with the results coinciding with the industry’s first-ever Scottish Food & Drink September.
Over the past twelve months, Scotland Food & Drink have delivered several impactful initiatives to promote the Bidfood Scotland collaboration, including supporting a digital campaign aimed at chefs —key buyers and influencers of Scottish food trends— while working to enhance the visibility of Scottish suppliers on Bidfood Scotland’s e-commerce platform.
Brand News
DIET COKE ANNOUNCES JAMIE DORNAN AS NEW AMBASSADOR
Diet Coke is privileged to announce that Jamie Dornan will take on the role as ambassador for the brand.
Jamie will bring his own unique aesthetic, passions, style and personality and build on Diet Coke’s legacy of partnering with some of the world’s leading talent.
Jamie will use Diet Coke as a platform to inspire generations, by bringing to life the new Diet Coke ‘This Is My
Taste’ campaign. The campaign shines a spotlight on fans and encourages them to proudly take ownership of their unique tastes, personal interests and own their Diet Coke break moment, however they choose to take it.
Celebrating the announcement of the new partnership, Jamie stars in a new TV advert in October, which reveals his own love of cold-water swimming, with a cheeky Diet Coke twist. Joined by a wider cast of characters, from festivalgoers to fancy dressers to experimental chefs, they are all united by their bold self-expression.
Jamie Dornan commented on his appointment: “I’m really pleased to join the Diet Coke family. The ‘This Is My Taste’ campaign resonated with me instantly as it reminds us all to take moments for ourselves to do whatever makes us happy. Especially if that includes taking a break in your day to drink a Diet Coke whilst lounging on a unicorn floatie.”
Louise Maugest, Senior Director, Marketing at The Coca-Cola Company, commented: “We are honoured to announce Jamie Dornan as Diet Coke’s latest ambassador, adding to the brand’s rich history of collaborating with some of the biggest names in film, fashion and culture. We’re excited to work with Jamie to bring the new campaign to life and truly inspire people to own and celebrate their own style and taste, all whilst enjoying an iconic Diet Coke break.”
LAGAVULIN ANNOUNCE ‘EXTREMELY EXCITING’ LAGAVULIN JAZZ BOTTLING
Lagavulin is announcing the release of an exclusive 14 Year Old bottling, finished in South African Cabernet Sauvignon wine casks to celebrate Islay Jazz Festival – offering fans a luxurious take on the characteristic Lagavulin smoke.
Jordan Paisley, Lagavulin Distillery Manager says: “Lagavulin Jazz Festival has been a highlight for Islay residents and fans around the globe and we’re very excited to celebrate this moment with such a special bottling. This is a rich complex Lagavulin with dark and tropical flavours that add a new layer to our much loved signature smoke. “
The Lagavulin Jazz 2024 release is a 14-Year-Old Single Malt Whisky finished in South African Cabernet Sauvignon wine casks.
This unique cask finish imparts a creamy-smooth texture and sweet initial taste, balanced by saltiness and Lagavulin’s smoky character. This is an intense, powerful and wonderful deep liquid. Described by the highly celebrated whisky writer Charles MacLean as ‘an exciting example of Lagavulin, slightly sweeter than regular bottlings, but with good distillery character’.
This year’s festival line-up includes jazz legends and emerging talents such as pianist Paul Harrison, saxophonist Helena Kay, vocalist Laura Oghagbon, and the Islay Jazz Festival icon Laura Macdonald. Lagavulin will be hosting two All That Jazz tastings on the 21st September, in which guests will enjoy a tasting of 5 rare expressions of Lagavulin including some long sold out gems, each paired with a music track to match the flavour of the whisky.
The exclusive bottling will be available for purchase at the Lagavulin Distillery during the festival and a small allocation for Malts.com Malts Club members after the festival. It has a retail price of £240 per 70cl bottled at 56.1% ABV with only 1,500 bottles available for purchase.
IT’S SHOWTIME …..
Summer has gone, holidays are over for most and now we get down to Q4 …. THE PARTY SEASON
October is the chance for the industry to really show customers what “ experience “ is with embracing Halloween as the launchpad for the festive season.
The silliest of seasons when you can walk down most high streets on the 31st of the month and see Buzz Lightyear in a passionate embrace with Selma from Scooby Doo or a group of half naked zombie nurses enjoying some banter with The Teenage Mutant Ninja Turtles.
This is when we all embrace what it is to “ have fun “ and expect an “ experience “ so why do t we give them one to remember.
With customers ( of which we are all ) demanding entertainment in all forms, cocktails to instagram, food to wow, surroundings to amaze and service to dazzle surely this is the ideal time of year to deliver that in spades.
Venues all over the country are embracing what it is to offer experience to customers, House of Gods, Duck & Waffle, Wunderbar, Radisson Red, Tigerlilly, Dockyard Social, Aura, Maggies Rock N Rodeo, Abandon Ship & Kandy Bar Dundee to name a small selection all established themselves offering something different and they don’t seem to be slowing down.
Across October there are a number of venues offering something different in each and every part of the country to encourage customer to socialise, to venture it and embrace hospitality like they used to and this doesn’t have to cost the earth what it costs is passion, desire and working with others to move forward as an industry.
Like the ghost with the most said ……
IT’S SHOWTIME ….. are you ready ?
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DISCOVERING TENERIFE: HOW HOSPITALITY VENUES ATTRACT CUSTOMERS
AND IT’S NOT JUST ABOUT SUN
Tenerife, the largest of Spain’s Canary Islands, is renowned for its stunning landscapes, yearround sunshine, and vibrant culture. As a premier travel destination, it boasts a plethora of hospitality venues, from luxurious resorts to charming local eateries. In this blog, we’ll explore how these venues effectively attract customers and create memorable experiences that keep visitors coming back for more so we visited the island to see what can venues in Scotland learn from their example?
Emphasising Unique Local Experiences
One of the most effective strategies for hospitality venues in Tenerife is offering unique local experiences. Many establishments incorporate traditional Canarian elements into their services, such as local cuisine, music, and cultural events. For instance, restaurants that serve authentic dishes like *papas arrugadas* and *mojo* not only satisfy culinary cravings but also provide a taste of the island’s rich heritage.
Example: Gastronomic festivals
Annual food festivals featuring local chefs can draw crowds, allowing visitors to indulge in a variety of flavors while learning about the island’s culinary traditions. These events often feature live music and dance, making them a feast for the senses.
Leveraging Stunning Locations
Tenerife’s breathtaking landscapes play a crucial role in attracting customers to hospitality venues. Many restaurants and hotels strategically position themselves to offer stunning views of the ocean, mountains, or iconic landmarks like Mount Teide.
Example: Oceanfront Dining
Venues with oceanfront dining options not only provide a meal but also an unforgettable ambiance. Sunset dinners overlooking the Atlantic Ocean can create a magical experience that guests will want to share with friends and family.
Building Strong Online Presence
In today’s digital age, a robust online presence is essential for hospitality venues. Social media platforms, travel websites, and review sites like TripAdvisor are powerful tools for attracting new customers.
Example: Engaging Content & collaboration
Successful venues often share engaging content, including high-quality images of their dishes, behind-the-scenes videos, and testimonials from satisfied guests. This not only showcases their offerings but also builds a sense of community and trust among potential customers.
Offering Exceptional Customer Service
Exceptional customer service is a cornerstone of the hospitality industry, and Tenerife venues are no exception. Friendly, knowledgeable staff who go above and beyond to enhance the guest experience can turn a one-time visitor into a loyal customer.
Example: Personalized Experiences
Some venues offer personalized experiences, such as tailored tours or special meal preparations based on guest preferences. This level of attention makes guests feel valued and encourages them to return.
Creating Family-Friendly Environments
Tenerife is a family-friendly destination, and many hospitality venues cater specifically to families. By offering kid-friendly menus, entertainment, and activities, these venues can attract families looking for enjoyable and convenient dining options.
Example: Themed Restaurants
Themed restaurants that incorporate play areas or entertainment, such as live performances or interactive cooking classes, can keep the entire family engaged and happy, making them a popular choice among tourists.
Highlighting Sustainability Practices
As travelers become increasingly eco-conscious, hospitality venues in Tenerife are adopting sustainable practices to appeal to this demographic. From sourcing local ingredients to minimizing waste, venues that prioritize sustainability can attract environmentally aware customers.
Example: Eco-Friendly Initiatives
Hotels and restaurants that implement eco-friendly initiatives, such as solar energy use or waste recycling programs, can market themselves as responsible choices for travelers who care about the environment.
Conclusion
Tenerife’s hospitality venues have mastered the art of attraction by blending local culture, stunning settings, exceptional service, and modern marketing strategies. By focusing on unique experiences and fostering a welcoming atmosphere, these establishments not only draw in tourists but also create lasting memories that encourage repeat visits. Whether you’re a local or a traveler, Tenerife’s hospitality scene is sure to impress and delight at every turn. So next time you find yourself on this beautiful island, take the time to explore its vibrant venues and discover what makes them truly special maybe we in Scotland can look a little more out the box and see where we can sharpen the CUSTOMER EXPERIENCE and create more of a social CULTURE AGAIN.
DIAGEO LAUNCHES FIRST 70CL PAPER-BASED BOTTLE AT JOHNNIE WALKER PRINCES STREET
Diageo, the maker of Guinness, Don Julio Tequila and Smirnoff Vodka today announces a first-of-its-kind 90% paper-based bottle trial for Johnnie Walker Black Label exclusively at Johnnie Walker Princes Street’s 1820 bar in Edinburgh.
Created in partnership with PA Consulting, as part of the Bottle Collective with PA and PulPac, this is Diageo’s first paper-based 70cl bottle trial in the on-trade. The trial begins tomorrow and will assess how bartenders interact with and pour from the bottle, and how the bottle fares in a bar environment. A total of 250 paper-based bottles will be used with the trial expected to run until mid-October. Members of the public will be able to see the bottles in use behind the bar, however they cannot purchase the bottle.
This will be the second paper-based bottle trial from Diageo and PA, following the success of the Baileys paper-based bottle mini format (80ml) trial, using a similar Dry Molded Fiber innovation at the Time Out Festival in Barcelona earlier this year.
The design team have taken learnings from the technical aspects of the miniature format, to make a larger and more complex shape for Johnnie Walker. The bottle’s design retains the iconic square shape of Johnnie Walker Black Label, whilst enhancing the premium appeal with unique facets cut into the sides of the bottle and embossing of the Striding Man on the bottle and closure.
Jennifer English, Johnnie Walker Global Brand Director, says: “We are constantly pushing the boundaries of innovation to not only deliver the premium quality and iconic design our customers expect from us, but to do so in a way that reflects our sustainability ambitions.”
“The paper-based bottle trial for Johnnie Walker Black Label marks a significant step forward in our journey. This test allows us to explore new packaging in the high intensity environment of the on-trade. We are pioneering new packaging solutions and shaping the future of the industry.”
The trial bottle is made from 90% paper and a very thin plastic liner. The innovative technology makes the paperbased bottle approximately 60% lighter, with initial external life cycle analysis on the prototype showing an up to 47% potential reduction in carbon emissions (1), compared to the Johnnie Walker Black Label glass bottle equivalent. The bottle closure was developed in collaboration with PulPac, Setop DIAM and PA and is made from a unique combination of cork and similar Dry Molded Fiber paper technology as the bottle. It is only intended for use during the trial and excluded from calculations.
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DATA BREACHES - WHY PREPARATION MATTERS!
Nearly every day we read about another high-profile business, government body or charity that’s suffered a data breach.
Many were caused by cyber-attacks. Some of these criminal organisations have even set up 24-hour helplines to explain how to pay the ransom!
ATTACKS ON HOTEL CHAINS
In 2020, hotel chain Mariott International was fined £18.4m by the Information Commissioner in relation to a hack that dated back to 2014, but was not discovered until four years later. The hackers had been sitting in the hotel chain’s systems for years and had exposed the personal and financial details of about 300 million customers worldwide and seven million customers in the UK. Credit card details, passport numbers and dates of birth were all exposed. The Information Commissioner identified poor cyber security as the root cause.
In some ways Mariott International was unlucky. It was not their cyber security that had been lax. The problem lay in the security of Starwood, a hotel chain they had acquired. But Mariott International failed to beef up security quickly enough and all the time the hackers had free reign to move around the systems, selling the valuable customer data on in the Dark Web.
But by the time the fine was handed down Marriot International were counting themselves lucky. Their lawyers had successfully argued the Information Commissioner down from a proposed fine of £99m. Hospitality businesses like Mariott International are a common target for cyber-attacks because of the vast amounts of information they hold.
In 2021 there was an attack on the UK Electoral Commission - demonstrating that this issue is affects us all. The intruders remained undetected in the Electoral Commission’s computer systems for some time. It was likely caused by hostile Nation State
actors, affected millions of UK registered voters and the intention may have been to interfere in the UK democratic process.
And then there are (usually accidental) personal data breaches.
MILITARY AND GOVERNMENT BREACHES
The MoD was fined £350,000 by the Information Commissioner for a personal data breach where an official sent an email disclosing 253 email addresses of Afghans who were being evacuated after the Fall of Kabul. The email used “To” rather than “BCC”.
This simple mistake risked lives. Although few personal data breaches carry such serious consequences, everyone can sympathise with the over-pressured official making this simple (and usually harmless) slip up.
It may be inevitable that we’ll continue to see more and more of these massive cyber and data breaches, but that doesn’t mean it should be your businesses’ data.
Senior leadership must prioritise data security. Some organisations must, by law, have a Data Protection Officer (DPO) appointed at Board level to oversee data security and compliance. For others, it’s just good practice.
Think what could have been avoided if the MoD’s system asked the sender to double check the send list, or didn’t allow so many emails to be sent together.
As with Mariott International, hospitality and Licensed Trade businesses are not immune from this either and should take steps now to prepare for when (not if) they suffer a data breach.
DIFFERENT METHODS OF INFILTRATION
Data breaches don’t always involve technology. 75% of incidents reported in the UK in Q4 of 2022 were non-cyber. In fact, 19% related to emails being sent to the wrong person, while others were as simple as a briefcase being left on a train. It is important that employees are trained to identify a data breach and shouldn’t fear reporting them.
Ideally, you need a rapid response team, with the DPO leading in assessing and responding to data breaches, following a preprepared “playbook” and knowing which specialists to call in if one happens.
With the number of reported cyber incidents is rising, AI will supercharge phishing attacks, which is where fraudsters try to gain private information or clicks on unsafe links by sending ever more convincing emails.
HOW DO I PREPARE MY HOSPITALITY BUSINESS TO HANDLE A DATA BREACH?
Fortunately, there’s a burgeoning cyber security ecosystem in Scotland.
Tech firms like Quorum Cyber and ID Cyber Solutions provide expert technical, training or forensic resources to help identify and protect against threats or upskill your staff and systems. Glasgow based Acumen Cyber also has a Security Operations Centre to monitor and protect clients’ systems. Insurance brokers Lockton advise on Cyber Insurance and PR gurus like Clark Communications can help clients deal with reputational fallout.
And (of course) there’s the Data & Technology Team at Anderson Strathern.
We are a member of the Cyber & Fraud Centre Scotland’s small panel of approved law firms with the expertise to help hospitality businesses respond to a cyber or data breach as quickly and painlessly as possible.
However, we would far prefer to help you prevent one happening in the first place.
If you have questions on any of the issues raised above, Douglas McLachlan leads Anderson Strathern’s Data & Technology team and has been certified by The Law Society of Scotland as a specialist in cyber security. Douglas is more than happy to discuss how best to create a cyber and data security plan for your hospitality business.
DOUGLAS MCLACHLAN, PARTNER AND HEAD OF DATA & TECHNOLOGY AT ANDERSON STRATHERN
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The last 6 weeks have seen a softening of commodity costs driving down contract rates.
The key influences are:-
Military – the deteriorating situation in Russia-Ukraine and the Middle East isn’t significantly impacting prices.
Weather –predicted cold weather for Northern Europe will increase demand, while hurricanes in the Gulf of Mexico may reduce LNG deliveries.
The drop in temperatures and shorter days is a reminder to review heating and lighting controls to ensure that operators continue to provide a warm and welcoming environment to customers.
Gas production – European gas storage is 94% full, well ahead of target. LNG cargoes continue to arrive in good numbers.
As we approach the winter heating season, the key supply and demand factors are neutral, or positive. On that basis, we can expect further reductions. It’s hard to anticipate when this reduction will be reversed.
Contract costs are also evidencing a downward trend. The increase in electricity prices recently sampled highlights that some operators are still paying significantly more. The gas contracts surveyed had rates between 4.1 – 6.9ppkW.
Contract rates of operators approaching renewal vary widely, coming out of a three-year contract may mean a 20%+ increase, while those exiting a one or two-year contract may be making savings.
Some operators are agreeing variable rate and/or five-year contracts. This only emerges later, leaving the customer feeling mis-sold but with limited options, highlighting the importance of seeking advice from a trusted partner.
Other supplier challenges need to be highlighted:EDF are asking for a solicitor’s letter to confirm change of tenancies, often after receiving other documents. They are refusing to do the changes of tenancy without it, meaning ingoing operators remains on expensive deemed rates.
• Many suppliers are unwilling to compensate customers for extended periods on deemed rates offering a £50 goodwill gesture, instead of the £100’s or £1,000’s in additional costs. The Energy Ombudsman is now less willing to decide in the customer’s favour.
Mark McCormack, Nationwide Energy’s Consultant in Scotland, and our contracts and billing specialists continue to work with our partners and customers to achieve positive outcomes in a very challenging context.
Operators with contracts due to renew in the next six months are recommended to review their options now. The variation in suppliers T&C’s is a consideration to ensure customers select the most suitable contracts. Mark can explain the key features of different supplier contracts alongside a market review, and updates on available prices.
Any operators requiring contract advice or who has issues with their current supplier or contracts can contact Mark on:-
Justin sits in for Natalie on this edition to sit down with COO of the beautiful House of Gods Hotel Ian James Stokes to chat about all things EXPERIENCE.
Ian chats through the history of House of Gods and it’s “WHY”. Discussing the importance of the customer experience and why they believe in treating every guest like they are famous.
The pair chat all things from wall coverings , milk & cookies and of course NEON LIGHTS .
We would like to thank Ian , Justine and all the team at House of Gods for their support and welcome and for taking the time to be involved.
We have you enjoy this month’s show.
To watch the full episode visit our YouTube channel @ ontradescotland
Since our humble beginnings nearly 70 years ago when the Company was founded by Bobby Lynas, Lynas Foodservice has been dedicated to one word, Service.
The aim is simple, to serve our customer with the best product and the best service we can provide.
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Contact us today to find out more and arrange a visit with one of our experienced team.
