Tourism Business Chat

Chris chats to Oliver Brown, General Manager at Wivenhoe House Hotel, about all things hospitality and lockdown; his experience on the board of Visit Essex; and his work with the University of Essex's Edge Hotel School and Hospitality Action.

Oliver has worked his way up through the sector, including spells working in America, at The Ritz, and The Dorchester, where he serviced the likes of Sylvester Stallone, the cast of F.R.I.E.N.D.S and Goldie Hawn, amongst others. His wealth of experience perfectly positions him to comment on the last year, and what the sector needs to do to recover, including the continuing training of the future workforce through The Edge School, who offer hands-on training and education through Wivenhoe House.

Oliver chats openly and honestly about the practical impact that lockdown has had on the hotel, its team, and the hospitality sector in general; a sector he believes was previously ignored by the Government in its contribution to the economy. He is confident this will now change, moving forwards, and that the 'middle child syndrome' of the sector will be a thing of the past.

Oliver is passionate about the work the hotel does for Hospitality Action, a charity for those who work in the industry and fall into hard times through alcoholism, other addictions and mental health issues, still an ongoing battle for many workers in the sector. He and Chris chat about the importance of the fund now, in a time where many staff will have lost their jobs, are working on reduced salaries, or are struggling to return to work after nearly a year on furlough.

Oliver also discusses the legacy of UK based holidays after the surge in popularity, with travel abroad still restricted, and a predicted hesitance in travellers, moving forwards, and in particular, the impact this has had on Essex, now a favourite of Londoners discovering it for the first time, unable to visit their usual holiday destinations.

They also discuss the change in expected customer budgets, business spend and customer behaviour, and how Oliver predicts a massive BOOM in Christmas 2021 parties, vaccine permitting!

You can find out more about The Edge Hotel School and its training here.

You can learn about the work of Hospitality Action here. Visit Wivenhoe House here.

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

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In this latest conversation, Chris chats to Geoff Bligh, a co-owner of Hanks Deli, Suffolk's popular vegan supermarket. Where many hospitality businesses faced struggles and closures during lockdown, Hanks Deli pivoted and expanded, meeting a demand that shocked even them!

The success of Hanks, and their expansion into a supermarket, take-away and pub means, for them, veganism is good for business! It's a new reality for how we produce and consume food, and could be the key to the future of hospitality.

Geoff worked in the City for many years, before following his passion. His frustration at the lack of dining choices for vegans, resulted in opening the first shop and café in 2019. The 'soft' opening was anything but, and he chats to Chris about how they coped with demand, and with having to expand quickly, within their first year of opening. They opened Suffolk's first fully vegan pub a mere eight weeks before the first coronavirus lockdown. Despite being forced to close, they remained positive and looked at other opportunities to meet the demand in the changing customer landscape, which doesn't include just vegans.

Two take-away outlets ; which includes being part of Felixstowe's recent Beach Street sea front renovation project; and a shop expansion soon followed, and their switch to shop deliveries during lockdown, which has been a key to their success during the past year.

Geoff talks openly about the worries lockdown initially brought around safeguarding jobs; the changes in customer behavior; and how re-opening the pub with restrictions was not initially a money maker, but important for brand awareness. He touches on how Brexit will impact their imports, many of which are still specialist, but how he has seen a change in the availability of products within the UK, as veganism continues to rise in popularity. As he says, if MacDonald's are on board, it's no longer a 'fad'.

This drive, and approach to his business model makes for a must-listen episode.

You can learn more about Hanks Deli here.

See what The Beach Street project at Felixstowe offers here.

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

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Series 2 launches with a real treat – a behind the curtains look at Thursford, famous for its Christmas Spectacular show, weddings and more. A favourite of locals, tourists, and celebrities alike!

Looking back on March 2020, brothers Charlie (General Manager) and George (Project and Marketing Manager) Cushing were positive and thinking, "Thank goodness the pandemic isn't happening at Christmas!" Cut to December 2020, and they've had to plan and orchestrate a completely new, and equally thrilling, theatre-esque experience for their loyal fan-base.

They have a fascinating story to tell. They set out on a journey where they could continue to support other local businesses by minimising the knock-on effect that cancelling their annual event would have on the local economy, and the team of professional performers they hire. The arts have been hit massively by lockdown, and they were determined to provide much needed opportunities where they could.

They also reflect on the history of Thursford, and how it started with steam engines and broken down fairground rides; what life on furlough was like, whilst keeping future plans in mind; the lessons they have learned about communication, keeping the 'family feel' to the business, playing to peoples strengths; and how to diversify quickly! Whilst they are planning for the worst, and hoping for the best for 2021, their youthful energy and fresh ideas are infectious, providing a much-needed jolt of hope for the future of the arts, and tourism in Norfolk.

Visit Thursford here

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

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In the final episode of series 1, Chris chats to Richard Turvill, the managing director of Camplings. Operating out of Great Yarmouth and Cambridge, they are the region's leading laundry and linen supplier to the hospitality, food production and leisure sector. With many of their customers closed due to lockdown, Richard and his team had to find ways to pivot and adapt during the last 12 months, and his insights into lockdown, investment in technology, Brexit and business in general are invaluable.

Richard offers a fascinating look behind the scenes at how this family business was started, and has evolved, describing them as the 'fourth utility' for the hospitality sector; as important to a hotel, for example, as their gas and electricity!

Richard chats about the recent expansion away from their Victorian factories, and into 'smart boxes' where the focus is on sustainability, energy saving and efficiency; benefiting both the business and staff, and in turn, a blessing when it came to operating during lockdown. He discusses how subtle changes can up your green credentials, and describes how they now operate two of the 'smartest laundries' in the UK and the most advanced in Europe.

Speaking of Europe, Richard talks openly about how Brexit – "If it's a problem for Mercedes, it's a problem for everybody" – will affect their recruitment, and his frustrations for those affected who have worked for them for a long time, and subsequently how they have been supporting their staff. He hopes that the downturn in the retail sector will help them fill the gaps in staffing, with many skills transferable and adaptable from the retail sector into manufacturing.

The roadmap to the hospitality sector re-opening has meant that yet another pivot has had to be put in place, but Richard is as prepared for re-opening as they can be, taking their responsibility of supporting the sector, and providing a trouble-free supply chain, seriously. Richard describes how, in the initial despair of the first lockdown, hope emerged, and now they are ready for the challenge of the expected staycation boom. He praises the loyalty of their teams in helping the business weather the storm.

Visit Camplings here.

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

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In this week's episode, Chris chats to Ruth Knight, Director of Norfolk Broads Direct, Broads Tours and Waveney River Centre, and recently retired chair of Visit the Broads. Ruth lives and breathes the Broads, and the tourism sector, but both Ruth and her businesses faced huge challenges with lockdown restrictions and closures. This valuable conversation can be summed up into: innovation; implementation; change; and passion for the sector.

Ruth speaks honestly about the effect that the closures had on both her and her team members, and the subsequent reactions to the changes that needed to be implemented for them to reopen, and how staff motivation was key. She also reflects on the recent re-acquisition they made just before lockdown, and what investment was needed to secure the ongoing success of the company.

They discuss the changes in customer behaviour – no one likes change! – and uncertainties about dealing with future bookings, both financially and for customer morale.

Ruth is confident about the future prosperity of staycations once the sector re-opens, and that the Broads in particular will no longer be a 'best kept secret' (they do get more visitors than Cornwall after all). She also explains why engaging with your DMO is key.

Ruth offers a fascinating insight into the pitfalls and positives of running a family business; what businesses need to be doing to attract new talent to the sector; and her advice for those looking for a career in a tourism-based business.

Visit Norfolk Broads Direct here

Visit Waveney River Centre here

Visit Broads Tours here

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

(c) Larking Gowen LLP

This week, Chris speaks to Richard Hughes, Chef Director at The Assembly House in Norwich, and founder of the Richard Hughes Cookery School. In his long career, Richard has gone head-to-head with Gordan Ramsey for National Chef of the Year; worked in Michelin starred restaurants; worked at the Ritz and Norwich Theatre Royal, amongst others; he's even cooked for the Queen Mother!

Richard is credited for the successful resurgence of The Assembly House and, whilst remaining relentlessly positive throughout this last year, the fact remains that major changes had to be made in both of his businesses. Richard reflects honestly on lockdown, giving his insights into what the day-to-day has looked like for The Assembly House this past year; now "the poshest drive through in the city" – his words.

Richard chats about how policing the social distancing rules, when they could open, was tough, and how plans made in the first lockdown went to waste, as they didn't account for further restrictions. He talks openly about how Eat Out to Help Out was financially a life raft, but probably not the morally right thing to do.

The hospitality trade is historically a tough sector to work in, but Richard believes that the 'badge of honor' that came from working 17-hour shifts on no sleep is a thing of the past. He describes the sense of family that teams can reach when staff wellbeing is a key component of a business model, and that retaining loyal staff, and investing in them, is vital for long-term success.

Chris asks Richard about the reduction in VAT; new trends in bookings; how he thinks people will view local businesses moving forwards; and his number one rule in business, "Don't let anyone else sign your cheque book!" Richard also lets us in on his "apple pie syndrome" and his uplifting message for the sector. Insights not to be missed, from a man at the top of his game.

Visit The Assembly House here.

Visit Richard Hughes Cookery School here.

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

(c) Larking Gowen LLP

This week, Chris Scargill speaks to Philip Turner, founder and managing director of Chestnut; a collection of pubs, inns and restaurants throughout East Anglia.

In their conversation, Philip speaks frankly about the impact that restrictions have had on his own business, as well as the leisure and hospitality sector. He speaks candidly about the Government's handling of the pandemic, and the anger and frustration this has caused amongst business leaders in the sector. He also reflects on a purchase he made just before lockdown. News of COVID-19 was rumbling in the background at that point, and he explores his feelings around the timing. He reveals what he's learnt from this experience ̶ if you don't learn, you don't get better!

Although he started his career in the City, Philip's passion for the hospitality sector led him onto the acquisition trail and his words of wisdom for those looking to get into the trade, are invaluable. He hopes that an upside of this pandemic will be an opportunity for both employers and customers to look at the hospitality sector through different eyes, both in terms of careers and turning away from the transient nature of job roles.

Philip reflects on the changes his HR department made at the start of lockdown, focusing on the wellbeing of his teams, and creating a motivational space for people to communicate, and come together, including charitable work they did in their communities. He expresses his fears that many on furlough may never be able to return to full-time work, and that the prospect of the 'long-term sick note' is very real as a result of the impact of restrictions on those working in the sector. Cultivating and nurturing your teams is key to the success of your business.

Philip freely admits that he can't change a keg, but he can balance the spread sheet! As a self-confessed 'glass half full' man, Philip has high hopes for the sector moving out of COVID-19. His insights are key for anyone working in the sector, at any level, and business leaders who've been impacted by closures or restrictions during the last year.

You can visit Chestnut here.

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

(c) Larking Gowen

Launching this series of Tourism Business Chat is an interview between Chris Scargill and Andrew Hird; General Manager at Woodland Holiday Park in Norfolk, and Chairman of Visit North Norfolk Coast and Countryside.

Chris and Andrew reflect on the issues that the tourism sector has faced in the last 12 months and look at what can be done to help businesses rebuild and grow, as they look towards the Government's roadmap for lockdown restrictions easing.

Andrew discusses how it is important that businesses start engaging with their DMOs (Destination Marketing Organisations) and that the way forward is for businesses to work together to raise the profile of their community, which will benefit all those in that region. He believes cohesion helps to amplify the message of a particular area and gives it credibility in the wider UK market. Andrew reflects on the holiday park's worries during the first lockdown, and how staff and customers have dealt with the uncertainty of moving in and out of lockdowns. The longevity of the business was secure, so they have focused on the wellbeing of their staff. Andrew shares how they have revised their 'people plan', which they have developed with the mindset that some things will probably have changed forever.

Chris and Andrew consider the changes in customer behavior; VAT; the future of staycations; and recovery. Andrew highlights how a strong downturn in the high street will no doubt create job losses, but that those skills can transfer into tourism; engagement with people being a key transferable asset. He believes that tourism is now a full-time occupation if someone wants it to be and is willing to work hard. The sector post COVID will be a great time for future employees, entrepreneurs and recruiters to start looking at the sector as a career, rather than a stopgap, as is often how jobs in the sector are perceived.

Andrew's long career within the sector means he is perfectly placed to offer a valuable insight into what the sector has been through, and how it can continue to thrive as a vital part of the UK economy. This chat is not to be missed for those in the sector as well as any business leader who has been impacted negatively by lockdown restrictions.

(Please note, this episode was recorded before the Government update on the ease of lockdown restrictions, announced on 22 February 2021.)

You can find Woodland Holiday Park here.

Engage with Visit North Norfolk Coast & Countryside here.

We would love to hear from you, get in touch with us on [email protected] or [email protected].

If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast!

www.larking-gowen.co.uk/tourism-insights

(c) Larking Gowen

Coming soon - Larking Gowen's Insights launches Tourism Business Chat, where expert Chris Scargill talks to sector leaders about lockdown and the future.

Guests will feature from various business types including; holiday parks, family attractions, DMO's, coastal activities, pubs and restaurants.

The aim of the series is to inspire those in the sector who have struggled through lockdown, and provide solid businesses advice to help plan for the future.

Episode 1 will feature Andrew Hird, General Manger of Woodland Holiday Park in Norfolk, and Director of Visit North Norfolk Coast.

[email protected]

[email protected]

www.larking-gowen.co.uk/tourism-insights

(c) Larking Gowen