Issue 26 - Winter 2015
iMindingntouch Gibraltar’s Business
BUSINESS INNOVATION AWARDS 2015 Sponsored by
Government commits to working closely with GFSB
Less red tape, better presentation, more promotion; your requests of the new administration
Innovation Awards; meet the finals
Review of Tourist Sites
How much TLC do you have in your business?
The importance of planning in business as in football www.gfsb.gi Minding Gibraltar’s Business intouch 1 isolas_A4_Horizon:Layout 1 2/4/15 2:27 PM Page 1
CONTENTS
Issue 26 - Winter 2015
iMindingntouch Gibraltar’s Business Contents BUSINESS INNOVATION InTouch | Issue 26 | Winter 2015 AWARDS 2015 Sponsored by GFSB
Editor’s Notes 05 Government commits to working closely with GFSB
Less red tape, better presentation, more promotion; your requests of the new Meet the Board 06 administration Innovation Awards; meet the finals Chairman’s Notes Review of Tourist Sites 07 How much TLC do you have in your business?
The importance of planning in business www.gfsb.gi Picardo: Government will continue to work closely with GFSB as in football 08 Minding Gibraltar’s Business intouch 1 Less red tape, better presentation, more promotion 10 Innovation Awards 12 Federation of Small Businesses The UK’s Leading Business Organisation The State of the Gibraltar Tourism Product – Revisited 5 years on! 24 GFSB Exclusive Gym Membership Rates Now Available 26 Unlocking Business Potential in Hospitality and Tourism 28 How much TLC do you have in your business? 30 New to Gibraltar - Corporate wellness coaching 32 EFPG offers Best Doctors with all AIG life protection policies 33 including Income and Business protection intouch Introducing The Cellar 34 Editorial Director Julian Byrne Gib War Memorial unveiling and dedication 36 The importance of planning in business as in football 38 Designed by Piranha Designs Gibraltar EY emphasises value of Literary Festival in promoting excellence 40 www.piranhadesigns.com in learning
ISO 9001:2015 released 42 Journalist John Culatto www.gibraltarlawyers.com Published by The GFSB 122 Irish Town, Gibraltar Whatever’s on the horizon, Tel: +350 200 47722 Fax: +350 200 47733 Email: [email protected] we’ve got your back www.gfsb.gi For all that life may bring, whether good or bad, ISOLAS is on your side. Disclaimer No part of this publication may be reproduced without the wirtten permission of the publishers. The Publishers Property • Family • Corporate & Commercial • Taxation • Litigation • Trusts and the Editor have made every effort to ensure that all of the information within this publication is accurate, but Wills & Probate • Shipping • Private Client • Wealth management • Sports law & management emphasise that they cannot accept responsibility for any errors or omissions. The Publishers and the Editor accept no responsibility for statements made by contributors or For further information contact: [email protected] for any claim made through advertisements published in Portland House Glacis Road PO Box 204 Gibraltar Tel +350 2000 1892 this magazine.
Trusted since 1892 Minding Gibraltar’s Business intouch 3 EDITOR’S NOTES
The portfolio of responsibilities have been allocated by the Board as follows: editor’s
Chairman Gemma Vasquez
Vice-Chairman Craig Sacarello notes
Treasurer Alfredo Vasquez Dear Readers, offering. Thanks to all those who a chance to ask many questions in a Employment Gemma Vasquez (Conditions of Employment Board, Labour Advisory Board, Small Business Board) participated. relaxed atmosphere. There was great Welcome to the Winter issue of interest and the feedback has been InTouch. This issue focuses on a number of well received.
local businesses that were shortlisted Environment Tony Lopez After the recent elections we are all in the Gibtelecom Innovation Awards, If you would like us to publish a keen to see how things develop for the judges were all impressed with business achievement or idea please Legal Gemma Vasquez small businesses in Gibraltar over the the quality and original ideas that get in touch. Business start-ups/EU Funding Alfredo Vasquez (JLAG, EU Funding Board, Small Grants Board) next four years. all the entries displayed. I was the GFSB representative in the Innovation Please let us know what you would Information & Technology (E-business Advisory Council) We held our Pre-Election Debate that Awards and admit that we found like to see in future editions. Education & Training Tony Lopez was very successful in clarifying both it incredibly difficult to decide on a parties’ promises for SME’s, plus winner. We look forward to the next Thanks for reading and supporting Membership Secretary/ Members Benefits Michael Borge giving our members an opportunity to year’s entries. the GFSB. Business Licensing Gemma Vasquez / Craig Sacarello ask the candidates specific questions. This highlights what is a great part of The GFSB is here to help you make Wishing you success,
Banking Michael Borge the GFSB’s role, communicating with your business ideas flourish, we stand Government on behalf of our members by small businesses providing tools, Health & Safety Tony Lopez (Health & Safety Board) needs. The Government is committed information, contacts and the right Business & Commerce Alfredo Vasquez to meeting with us regularly and this ingredients to grow. gives us a great platform to voice your Our training and breakfast club Tourism Julian Byrne (Tourism Advisory Council) concerns. Please keep on informing give our members both valuable
Wholesale & Retail Craig Sacarello us on issues that affect your business. knowledge and networking Following on from this we conducted opportunities. We recently held some International Gemma Vasquez (ESBA Board) some Main Street interviews with interesting breakfast clubs with Julian Byrne In Touch Julian Byrne business owners to see what Hospitality Business Development Editor they expect and would like to see and the Gibraltar Tourist Board Design & Branding Julian Byrne Government do to improve our retail separately, they gave our members
4 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 5 CHAIRPERSON’S NOTES chairperson’s Gemma Vasquez Craig Sacarello Alfredo Vasquez Chairperson Vice-Chairman Treasurer foreword Michael Borge Julian Byrne Tony Lopez Secretary Editor Dear Members, first employee. Simultaneously, we business licensing regime with our have tried to ensure that the regime seminar with the CEO of the office of It certainly has been a big few months for start-ups is as seamless as fair trading. in terms of local politics. possible. However, for now, we wish all of our With the election now behind us and Similarly, we have been instrumental members a very prosperous New meet the board Lianne Azzopardi a New Year looming ahead, what we in securing the Gibraltar Business Year. have asked of the new Government is Nurturing Scheme, which gives loans that we do indeed have meaningful to small businesses. And we have re- As ever, consultation on any issues which started our Business Awards. Gemma Vasquez Team Work affect the business community. A Chairperson commitment which we got from all We do have several challenges ahead A winning formula parties at the Pre-Election Debate. of us. We will continue to fight against any costs which are to be incurred by At Deloitte, we are well known for the depth and breadth of our We have sought, these past four businesses for compulsory pension service and our collaborative approach to business. years, to ensure that costs do not rise schemes. Similarly, we will seek We work as a team with our clients to achieve a tailored solution for businesses, that small businesses changes in the Fair Trading Act, which rather than adopting a one-size-fits-all methodology. Our strong internal networks and excellent knowledge of the local marketplace are given early payment discounts are affecting our members. Looming allow us to achieve the best result. on rates, that utility costs do not ahead are also amendments which rise. We have additionally tried to get are to be made to the Industrial For more information, call Joseph Caruana, or Daniel Delgado on: Tel: +350 200 41200, these measures extended in order for Tribunal; this is a fundamentally Fax: +350 200 41201, [email protected] businesses to get an exemption to important issue for all employers. social insurance payments for their We start the year looking at all the
www.deloitte.gi
Merchant House, 22/24 John Mackintosh Square, P.O. Box 758, Gibraltar © 2015 Deloitte Limited. A member of Deloitte Touche Tohmatsu Limited
6 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 7 to look at the regulation which businesses the marketplace is the world as opposed to trade procedures would be included in the had been fighting for. I think after six months just Main Street. The Government are looking e-government programme to be completed Chief Minister: Government we should see how it is operating to see if to facilitate that, by allowing small businesses by December 2017 while the training of new something that is intended to facilitate the to get back the import duty on goods imported customs officers will further speed up the work the GFSB committee wants to see it to the Rock when exporting and by making processing of goods at the frontier. will continue to work closely with doing does not end up doing the opposite. I it easier to have access to online platforms. think we can deal with this on the basis of We’re looking at making available to Gibraltar “We need to have joined up thinking across detail by deciding together that some parts businesses the opportunity to set up a very departments, fix the transportation problem the GFSB of the act apply immediately after the initial cheap and quick online presence so they can in Gibraltar and for that we’re very advanced grace period, while others that are more sell to the world as well as stores from where in conversations with taxi-drivers,” concluded In the customary pre-election problematic have the grace period extended. we can export. We have a plan to extend New Picardo. “We need to get people here and debate the now re-elected Chief We’ve got a grace period to see what the Harbours in a meaningful way as I think this get them spending by developing our niche Minister Fabian Picardo outlined all effects of it are, before it comes into force to is something which traders will very much tourism product based on the idea of the make sure we’re on the same page with this welcome.” last GFSB chairperson to create event-led the measures he would be taking legislation.” tourism. We need to get people into Main to satisfy GFSB demands to help Assurances Street, give them a meaningful period in out small business in Gibraltar. In The Chief Minister who won with a landslide The Chief Minister assured the GFSB which they can shop and we have already this exclusive report we summed victory said he had worked with both the GFSB members that every tender will go through seen the numbers go up so we now want up his reaction to our members’ and the Chamber of Commerce on the recent what he called “a very detailed process” to see the spending go up as well. While we anti-bullying legislation saying there have not using the three-quote system where the have met in the past, the Government needs concerns which we have now been many complaints in that area because procurement department makes a choice to meet more often with the GFSB as well as established in our closer working the rules were now fully transparent. “We from three quotes. “There are very few with the employers themselves. If you look relationship with the Government need to make sure people know exactly what instances where we have made an exemption at our track record we have worked closely over the last four years and how the act provides for so the Government can with a direct allocation,” he said. “If they go together and will continue to do so. We’ve laid roll out its policy and encourage others to do outside that it that is because there is an strong foundations for Gibraltar’s businesses that would be projected into the so as well,” he continued. “He confirmed that exigency of time.” Meanwhile, the Chief but there is certainly more to do. We’re a future under the current GSLP/ he had been talking to Main Street traders Minister for the last four years confirmed government by the people and for the people Liberal administration. about going beyond Gibraltar and exporting that the Automated System for Customs and this includes the GFSB.” abroad because the future is to consider that Data (Asycuda) which covers most foreign The first step he said he had taken was to appoint a minister for small business, Neil compulsory pensions in the private sector control at the power station,” he noted. The Costa, who had allowed small businesses, but we should do it in a way that doesn’t GSLP leader was adamant that removing another two years to understand the new hurt small busineses,” he continued. “Most 40% subsidies even when based on means Tax Act and created 10% discounts for of the larger businesses already offer private testing were not a good idea because it early payment of rates and 25% reductions pensions to ensure employees don’t go from would increase the costs on small business for startups. The small business nurturing one company to another but for very small which would not be the direction we needed scheme and the Office of Fair Trading were businesses what we will be doing is working to take but assured those members prevent established, with an increase in cruise-liner with the GFSB simply to ensure we deduct that the LNG power station would further tourism to the record figure of 360,000 from an employee’s salary the amount an decrease the cost of energy production. which could rise to 470,000 in 2017. employee wants contributed to a pension scheme which is set up and administered by We believe that your website should work harder than all your Partnership employees. Your website should be attracting prospects, Labour inspectors were appointed to regulate the Government of Gibraltar. So there will be He said he did not think it was necessary communicating with them and turning them into long-term clients. illegal employment while an e-government no cost to a business as it will simply be a to implement a living wage “because of the For over 14 years we have been specialising in creating beautiful programme which was introduced, featuring contribution from the employee which he or standard of the average wage in Gibraltar” websites that work perfectly across all mobile devices, but above she wants to make with a small tax allowance a new e-ID card. He promised that this would but he told the gathered crowd that he was all increase your sales. go a long way to be the pride of Europe by for the individual and if necessary a similar commited to talking to Unite, the GFSB and 2018. tax allowance for the business to offset any Chamber of Commerce on the subject. He costs.” committed himself to go further to attract Consideration another bank to Gibraltar, to add to the “One of the things we’ve already done is to He reaffirmed his commitment to continue Gibraltar International Bank that had already try to take the burden away from businesses the plans to build a power station by the end been set up, and said, “we’re already Contact us for a coee and a free website analysis. wishing to make small alterations in their of 2017 in the North Mole saying that the talking to a particularly large name but we business premises,” said The Chief Minister Lathbury Barracks site had only been chosen shouldn’t say anything until everything is
“These alterations are being dealt with by because “the GSD had persuaded the DPC at agreed”.
the time that there was no alternative”. The piranha designs a sub-committee of the DPC (which is now piranha designs .com completely open so you can attend it in Chief Minister emphasized how much was He said that while the Fair Trading Act was being invested in renewing the power grid as person and soon will be viewable online) that produced in conjunction with the GFSB and +350 200 45599 | [email protected] will be reducing costs for these projects. well, with a third of it already being upgraded the Chamber, it didn’t mean it did not need and completion planned for the completion of to be revisited: “We all felt it was a question GIBRALTAR - LONDON - EDINBURGH “I think we should be moving towards the power station. “We’re going from a pre- of starting a process, whereby the we had analogue to a digital stage with a scanner
8 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 9 new facilities like a cheap hotel because so many tourists come through the frontier Less red tape, better presentation, and say they want to think about a product they’ve seen. But when they go to look for a place to stay everything is so expensive as they prefer to go to Spain and when they look at the frontier queue they often decide not to more promotion come back into Gibraltar.” “They could reduce rates as a special concession to employers so that electricity Small business is a central tenet Karnani said that the advent of the new small Whether it is right to programme the and water costs were lower, meaning we of the Main Street shopping business loans supplemented by EU grants commercial offering or even seek a could cut prices on our goods so that we was useful for startups: “Any input from homogenisation of the shopping product could then sell more. If, for example, the experience. But how could the government in that respect is wonderful. It down Main Street, what is clear is that this expenses were one pound I would have to authorities help create a better would also be useful if they could establish unity in diversity, like the very culture we put the price at two pounds to pay for the atmosphere for the growth and a training scheme whereby the Government have as a people, makes for a better tourism overheads. The customers then go elsewhere could subsidize the first three months of a experience. This could be accentuated, because they know they can get it cheaper improvement of our product to on the Rock and wants her establishment new employee. Sometimes people don’t meet believes Stagnetto at particular dates in the in some other place. The overheads in Main “As part of my wish to attract more upmarket to offer the same experience as every other both the local shopper and the the requirements of an employer so with calendar, like at Christmas or Valentine’s Day Street are just too expensive for us to lower visitors the Sunborn is a welcome addition one, trying to keep in the black is a constant visitor? such a scheme we could give the employee in the same spirit of that National Day push prices and the Government needs to consider to the accommodation offered locally, along challenge, especially as she invested her own a trial period before going through the whole when everyone makes an effort. “Even if no- how they can really help the small business with the new five star hotels announced at savings in a project she felt could succeed What started as a questionnaire became an paperwork involved. Additionally, cutting one buys anything they need to see that it sector. Catalan Bay and Blue Water development. in-depth study through the eyes and minds social security payments for new employees is beautiful, because this is the essence of Additionally, as locals no longer want to work in providing more diversity to Main Street. “I had an idea for another business but of small business owners, who face new would act as an incentive to make sure they living,” she added. “The shops need to put Peter said that, at the moment, the duty-free at our shops we employ a lot of workers from because I have to fund it alone and there is challenges in a more prosperous Gibraltar fit into the environment and be of worth to our across that it’s our home, with shoppers market in Gibraltar has similar characteristics across the border so we could do with after- no regulation on the quality premises should that is looking forward to a brighter future. business.” noticing little details that strike you as making to that of an airport given that many tourists hours English language training. Tourists be in for each price band, I’m having second We asked several business owners what they it special. That’s what you need to put across just stop over the day, largely because they come here from all over the world expecting thoughts,” she added. would like to be done differently, and why we MAKE SHOPPING BEAUTIFUL to the people and teach them. arrive in coach trips from the Costa del Sol but the same customer service they receive at need to make these changes so that small also because of the lack of quality affordable home so that needs to be improved across Ida Stagnetto, who sub-lets her shop Libellula She said she would welcome anything that businesses could continue to grow. Although she said that perhaps it is unfair hotel accommodation for those who drive the board especially if we want them to from the holder of a government lease, said would help market the business and provide to expect the government to help subsidize or fly in. While the proposed Holiday Inn return.” she would like to see the outter and inner better customer service and that would “Anything that can help increase tourism the development of a product, she hopes Express could fill such a gap in the market, it presentation of Main Street improve: “I boost business in Gibraltar, especially with would help improve business,” said Gope that at least they could try not to make minor is evident that perhaps something is needed RISING RENTS would like government to do some sort of the problems we have had in the past in this Karnani. “One of the main problems we have amendments to shops via the development closer to town with that same uniformity of One owner of a business who wanted to competition so all shopkeepers would take respect. Furthermore the entrepreneur hopes is that when cruise-ships call in on a Sunday and planning process with the DPC being so service that would help bring in clients who remain anonymous said it was hard to trouble doing up their windows and make the authorities would ensure banks were it is sometimes very hard to get our staff complex. “The worst thing about trying to do would know exactly what they’re buying into. contribute something new to Main Street Main Street look nicer. We could make it look providing the right service too, as she said to come to work, even when we pay them your best to beautify your premises is that it “While 20 years ago things were a lot shopping experience when the authorities more attractive by providing an incentive for her bank manager didn’t even reply to her double. While we don’t want to scare the costs you time and money. I had to pay 47 cheaper, rises in overheads mean people were washing their hands of the consistent the people. At least Main Street would be request for an overdraft, making it difficult ships away we would prefer if they could call pounds to change my door and window. So have stopped shopping here,” he added. rent hikes imposed on businesses trying to beautified because some parts look so drab for her to get even the minimum amount of on a weekday when we have the full labour on top of the fact that I make an effort to “Something has to be done because we’re survive: “There doesn’t seem to be much and it doesn’t even take so much effort to credit. What is clear is that the financial side force available to attend to their needs.” do something about the appearance of my worried that our businesses will not be here regulation of the landlords that hold the keys liven it all up. We should all work together of the business is fundamental in the retail establishment which was horrible before, I in five or ten years and what will this leave for to our premises along Main Street, because to make people feel welcome which will sector’s needs going forward, and that small He said it was not difficult to run a small ultimately attract more shoppers.” have to pay the government and get planning future generations?” when we were looking for places to put our business in Gibraltar: “Small business can permission for it, which can take more than shop the prices and conditions vary so greatly. businesses needs the government to be their interlocutors before those other pillars of our grow into big business here on the Rock as six months. Maybe this process could be “We need more flights to different European I currently pay nearly three thousand pounds She pointed out that it was as simple as society. we get a lot of clients throughout the year painting your front door! Unfortunately in streamlined because there’s no worse thing destinations,” said Ram Nandwani who owns a month, which is a huge whack out of our which make it a beneficial place to work in. summer you see cockroaches walking down than to be doing something to improve the Tagore. “We’ve got an airport we’re not really monthly budget while there were other places But as a businessman I am always working Main Street in broad daylight which is terrible image of Main Street and feel punished for utilising and now they should concentrate on that were smaller than this and were double on new ideas and items to enhance our for tourists. Government should provide it.” getting different clientele from around Europe. that price. We had to redo the floor when we premises so there is scope for help in that regulation that assures a certain standard If we look at bringing one or two-hour flights had massive floods in the back, so while we respect. Language lessons would be useful especially for their shop windows and the RATES DECREASE from new destinations we can take some contribute to Main Street, these modifications too as we get a lot of English and Spanish Main Street environment as a whole so they Madan Lalviz, known to everyone as Peter. business from Malaga as twenty years ago it are constantly at our own expense.” speakers coming in everyday while French is can take pride in it. Wherever you go you after working Main Street for the last forty was at a par with our airport but how much also important. It would be of great help if should not only educate your brain but also years, said it was necessary to make Gibraltar more volume does it handle today? We have While in this respect she could do with help more language courses were offered so we your eyesight so apart from presentation the more attractive to visitors: “If there are no more capacity for flights so aiming at Paris to subsidise improvements through the could provide them to our staff to perfect variety of shops you find down Main Street tourists, there is no business. If I want to open or Berlin could attract new markets. If we did government, it is also clear that the landlords their language skills. I would be hesitant to would add to that spice.” another shop but there are no customers have those flights then people living on the are not all to blame as it only takes one to employ anyone who could not speak at least what would be the point of expansion? The coast would use Gibraltar Airport rather than raise the rent in one property for escalation English and Spanish as both these languages Government should look into investing into Malaga, especially if they lived closer to us to become the standard, while high demand are a must.” than to the provincial capital.” reinforces it. So although she is proud to live
10 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 11 INNOVATION AWARDS
much you can pay with them and we’re also that is set to change in the new year: “As working towards interactive bracelets that from January 2016 we will be investing in Technology holds the key debit your cards directly. marketing so we can have a visible presence in Israel, USA and Europe so we can capture to an exciting career “The main obstacle is security because new markets in these regions.” you’re trusting companies like Apple to keep your credit card details secure. After Sony got He said that starting a small business is hacked and it then turned out that none of the all about believing that what you have is Local students are turning down Star Wars trilogy in 2000. passwords were encrypted question marks something unique and then working at it: careers in the very lucrative It was only when he came were raised over their ability to be trusted “Make sure you can prove what you’re going to Gibraltar on holiday with this information. We have to reach the to do is of worth to others, so be prepared business of technology according that he saw an advert for point we won’t even need hardware at all to put in those extra hours developing those to a local man who created a a job with Victor Chandler as we can use a fingerprint or retina scan ideas into real propositions. The help from program that has transformed the to develop games that to make a payment except there are groups Land Property Services has been invaluable payments industry. he stayed on the Rock that are against companies holding biometric but I don’t think the EU funding has been indefinitely. From there data.” pushed enough as I paid a third of my he went on to developing Alex Capurro, who started Easy Payment business with this grant. tools for fraud protection, Gateway (EPG) just 12 months ago is already EPG don’t take shortcuts around security which naturally evolved receiving offers to relocate to United States either to the point where a Palo Alto company “The one thing we struggle with is getting to financial transactions after creating a tool that actually draws out that recently integrated itself into the local local people involved in our industry even for offering gambling look at how we are reaching companies all on screen, the transactions in the order technology startup suggested that between though I have approached Bayside School to companies better payment over the world from here in Gibraltar. Next which the Company wants the payment to the two of them they are have one of the offer them to give a talk about how there is solutions. strongest payment security systems in the clearly a future for IT experts here in Gibraltar. year it is predicted to reach £30bn but there be ordered, cutting out the inconvenience of still seems to be no interest compared to the what was a much more long-winded process world. This year so far around £12 billion has been “In 2006 I founded a huge numbers that want to be accountants in the past. invested in technology for the finance industry company in Gibraltar EPG a channel partner so it is now the only Capurro told us that although he has operated and e-commerce alone and if they still don’t or lawyers.” called Myriad Payments which was the first “What I’ve done is form a company called company in Europe that actually gets paid a purely on the basis of word-of-mouth so far, think there’s a future in it they just have to true online gateway for the gambling industry Easy Payment Gateway which provides a very commission on the transactions it carries out that offered multiple payment solutions,” he simple one-stop solution for making internet for the internet payment service. recalled. “That got sold in 2011 to Intelligent payments,” said Alex Capurro. “Through one Payments so I started a software development very simple integration that can be copied “Locally, we’ve been helping the Gibraltar company which was then contracted by other and pasted in literally five minutes, users Government with their online e-government companies around the world like PayPoint to have access to over 200 worldwide payment programme and have designed the account develop software for them. In my spare time solutions, banks and credit card processes management kiosks and software for the I was developing EPG with the technology I With a global reach, Hassans at the lowest price in the industry. Not only Gibraltar International Bank,” said Capurro. invented which at some point stops being When it comes to legal advice, provides legal solutions, both that but we’ve developed technology that is “We did the processing for the Gibraltar a hobby and becomes something I had to locally and cross-border, patent pending in the US and Europe that Music Festival and also have our own POS Hassans leads the way dedicate my whole life to, and that’s where to individuals and major allows the users to draw on a screen how (Point of Sale) machines at around 20 local we are at today.” businesses. In fact, we’re now reinventing the multinationals. We deliver a they want their transactions to be sold and service consistent with old world POS device with a company in San Francisco rooted in real-time to create what ends up values of customer care whilst The effects and binary industry which is so that integrates stock control automatically looking like a flow-chart of boxes and arrows. combining professionalism with strong in Israel took to it straight away as and have a variety of paying options such as “This means you don’t need an IT specialist, pragmatism. Our clients get what well as two of the biggest companies in the developer or programmer when you use this Apple Pay, Paypal or credit card. They would they need, when they need it. companies in the world that move over two computer application, doing in five minutes come complete with two touchscreens, bar billion dollars between them. Paypal made Personal or business solutions. what could take five months without it.” code reader, printer and camera, making us the only European company to be in Efficiently delivered. In a year his company has grown from five possession of such a machine.” “Hassans is widely considered employees to around 20, raising two million to be the market’s leading firm, pounds in investment and even receiving The local entrepreneur feels mobile device both in terms of size and depth three buyout offers from leading companies payments will be a big part of the future for of experience…” Legal 500 EMEA, in the financial payments industry. Two day-to-day transactions so as with the new 2014 Edition. devices he ensures they’re all mobile friendly. weeks ago EPG were selected out of 3,000 Hassans - 75 years in Gibraltar. companies as the top 100 in Europe while its pipeline of processing is expected to reach a Security “Gibraltar is a very good test for the type of billion dollars by 2016. International Lawyers technology we create because it is not a huge place but it has millions of people coming here Paying his way TAX PLANNING • CORPORATE & COMMERCIAL • FINANCIAL SERVICES • FUNDS • LITIGATION • PROPERTY • TRUSTS Capurro, who has a background in Artificial every year,” he continued. “More shops are Intelligence, started off working in the film introducing mobile payment at their premises industry with the second instalment of the new although at present there are limits on how www.gibraltarlaw.com 57/63 Line Wall Road, PO Box 199, Gibraltar. +350 200 79000 • +350 200 71966 • [email protected]
Hassans_A5_Land.indd 1 5/30/14 10:23 AM 12 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 13 INNOVATION AWARDS
Business Development holds the license, is concepts are moving fast towards concepts whether it’s a small sandwich shop or a five the quality standard created by the Institute that accommodate more than just a dine- star hotel.” Work smarter, not of Hospitality specifically for customer in experience, she said. “For the business facing businesses,” said Mosquera. “It’s a park project I developed a concept which “The hospitality business is one of the hardest harder wonderful, step by step self-develop business has catering, retail and meeting space all industries to control due to its variable and tool that allows businesses to build up their wrapped up at the heart of a great social unpredictable nature. Too often hospitality foundations so that they create a viable and space. The project will now be rolled out leaders take a linear approach which is sustainable business module in a fast-paced across 120 business parks in Holland, UK, a recipe for disaster. It is not that the idea Gibraltar can radically improve environment where you need to be one step Belgium, Luxembourg and France with was not great, or that the food is not yummy, its tourist product and see more ahead of the competition at all times.” expected completion date by 2022. or that the service was bad; the flaws are visitors return to the Rock if it only hidden in the disconnect in the many factors learns to tune in to the customer, Defining the brand But she said that what will work over there and aspects of the development. They have New trends and innovation is another area does not necessarily have to do so over to work together or nothing will work at all. according to a locally based which is of concern to her and in this light she here: “Each location, market and customer is The HBD approach to development is based hospitality expert. has been approached to create an innovative unique so what a successful brand gets right is on profit architecture that ensures that all concept for sustainable hospitality facilities knowing that through and through. “Opening critical factors are connected and developed Lucienne Mosquera of Hospitality Business for business parks in Northern Europe, where a business without good market research and simultaneously and hurdles are crossed Development Ltd, a new company that only 50% of the population works in business just assuming that your concept will work is before financial commitment.” started up last May, believes the future is parks. already starting on the wrong foot. First and bright for the hospitality sector on the Rock foremost a successful restaurant or hotel “The learning curve is steep in hospitality. and feels HBD can be that connection with Hospitality is developing and changing at must have sound knowledge of its market With HBD’s expert support and guidance what is a fast moving and highly unpredictable an alarming speed. Hotels and restaurants and work on how its product and service will your business will have a cohesion that gives industry. “Our style of business is completely in their classic format, as we are all be different, stand out and improve people’s it excellent odds of succeeding”. different from your traditional consultant accustomed to, will change significantly in lives. If you can ensure it responds to a real approach,” said Mosquera. the near future. We are already seeing a fast niche and you have a realistic financial plan pace move from hotels to apartment hotels, – 50% of hospitality failures do not have “We don’t offer solutions but instead prefer where the business nomad receives a home- a viable business plan at start up – your to provide owners and managers with the from-home experience. New restaurant business can punch well above its weight, tools to develop the business and to make that development part and parcel of the daily routine and of building up strong foundations so that it can sustain itself in an increasingly competitive market. My experience and The process of market development in the to be for the 8 million people living up the working with great associates and partners hospitality sector is one that Northern Europe coast, plus the 10 million tourists that visit that are behind the latest trends, is seeing has undergone already, where in London, the Costa Del Sol every year. It could further us attract clients from all sectors in the 20 years ago, it was impossible to even be the perfect place to go to for a weekend hospitality industry. It’s a common fallacy in get a decent cup of coffee. The focus has away from it all in Europe or to hold your
hospitality that you have to work harder to changed to internal development as opposed company’s conference or exhibition”, said Solutions for every business improve profits, but it’s much better to work to external marketing and better teams and Mosquera Other markets such as Dublin, smarter and be more productive.” productivity have made the sector up North for example, have achieved this while not much more competitive. having the attraction that our Mediterranean International trends climate and unique environment can offer. In Sage 50 Accounts Having worked for 14 years in one of the “Major brands like Hilton have invested the last 20 years Dublin has created a market largest hotel chains in the world, from trainee heavily in huge academies for internal with the highest density of restaurants and Sage 200
manager to reporting to the board of directors training and development and 80% of their hotels in the whole of Europe. By tapping into TAS Books board directors are now recruited from within the latest trends and by meeting the needs “Your local in finance, development and commerce. TAS to Sage 50 upgrades She has a sound knowledge of the sector the organisation” said Mosquera. “They of all visitors , from park and ride services to Sage / TAS are realising that the best marketing tool is excellent MICE facilities (Meetings, Incentives, which she now wants to help develop on the Partner in Report Design Service Rock. Since 2002 she was group financial getting every single step right in the customer Conferences and Exhibitions), they have Sage Training controller in Anglo Hispano in Gibraltar, which experience, so from the moment a customer managed to create a ‘wow’ environment that Gibraltar ” has a range of restaurants and pubs. books to when they leave, Hilton aims to meet has seen the market grow significantly and Sage Developer every expectation created.” is attracting a loyal and repeating customer base. I firmly believe that with the right “Hospitality is one of hardest industries to manage and control due to its unpredictable “Everybody from the cleaner to the CEO planning and approach we can achieve the Multi platform solutions available and variable nature. There are so many understand those standards and is able to same for Gibraltar”, Mosquera said. steps to get right in order to create customer apply them in a creative and fun environment”. Desktop Mobile Cloud satisfaction. Just to prepare a plate of food Another of Lucienne’s ideas is to partner alone and making a customer happy requires Gibraltar’s huge potential up with the UK’s Institute of Hospitality Tel: 200 40316 Web: www.4gl.gi Email: [email protected] which sets the standard for the industry so many factors that all have to work together, “Gibraltar is unique and has the potential to Limited offers available on all TAS to Sage 50 upgrades. Quote ref “GFSB/4GL10” or nothing will work at all,” she said. create an environment that could be the place “The Hospitality Assured Certification for the Mediterranean, for which Hospitality 14 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 15 INNOVATION AWARDS Matching a store to its internet shopping potential
The internet can be used as a tool to bridge the gap with customers by giving them more flexibility in their buying habits. This is the view of Raju Purswani, whose new website MarbleArc.com is helping him expand his market to reach new clients and develop his relationship with his current Main Street shoppers.
“We made our application to the Innovation Award on the strength of the work we’ve done online,” said Raju. “We made a very big commitment to having a social media presence a couple of years ago based on the fact that many of our regular customers were online a lot of the time. We’ve always thought we had to be where our customers were whether that was offline or not so now that means Facebook as well as other social media platforms they may frequent.”
“This is the driver to our online presence, we needed to do was have a website where While Raju realises that internet shopping While his website has a similar functionality to space and implicitly leads Marble Arc to only For the future, he told GFSB how he hopes to so while previously it was location, location, people could go after seeing something on is one of the main emerging markets, he all the big brands, he has personalised it even provide what they currently stock. further customise the website with the use location, now we take that philosophy into the Facebook to see the details of a specific said his local business takes all the steps it further to give it a local flavour. Rather than of cookies and a more authentic High Street online environment to be able to communicate product and then purchase it if they want to.” can to stay ahead of the international rivals: compromise on functionality he has created “This is a problem we’ve all had to deal with experience: “We want to further integrate the with them and enable them to communicate “We keep our prices competitive and offer a a very Gibraltarian tool that helps users to for 20 years but it doesn’t impact on the end website in the shop environment so you can with us. The ease of use and the fact people Secondly, the website was created with ease local service which includes delivery. Many relate both to their traditional shopping ways consumer as we only post items currently in look around the shop and order directly from carry smart phones wherever they go means of use at the forefront of its design. Being people who have bought clothing from the and Marble Arc’s social media character. stock on the website,” said Raju. “In fact, the what you see in real-time. We’re hoping the we are in touch with each other constantly.” hosted by Shopify, one of the largest web- big operators would have had the experience website appears to have less products that it refurbishment of the store will go some way hosting platforms in the world it can be used that when they received the package it “We’ve programmed in a button called actually has, as for example, a white shirt may towards moving in that direction with the aim Earlier this year Raju decided that with the on a wide range of different devices from wasn’t what they thought it was or it simply ‘Apartamelo!’ which is explained in English appear as one item on the website when in of matching every international competitor growth of online shopping it was time to tablets to phones and laptops. was not their size. anyway but is clearly a way of holding a the shop we have it in three different colours. out there.” introduce a website where customers could desired item for a client for 72 hours without When you click to buy it on MarbleArc.com buy, reserve and view items through the Local convenience “In such a case they have to go through the having to make a payment,” he told Intouch. you then have the option to choose it in a internet. “Another consideration was the availability hassle of re-packaging the products, possibly “This gives people the option to come into different colour and the particular size you of stock, which fluctuates on an hour’s basis paying to send it back having all the time the shop, try it on without any obligation need.” “The idea behind the launch of MarbleArc. and needs to be represented on our website,” lag of posting it, awaiting the confirmation and all free of charge. This is our edge over com was two-fold,” he told Intouch. “In the said Raju. “If you go to buy something we had email and then subsequently the refund or the international labels as we know our Raju said he used a very user-friendly Shopify first instance we wanted to offer our clients, yesterday which has since been sold you will exchange. Then there is the whole process of customers personally so we can give them template which was tried and tested to be who were progressively buying more online obviously be disappointed so we worked very receiving it in the first place, where they have that very personal service.” accessible to clients: “The main problems we the opportunity to do that from Marble Arc closely with the company that makes sure to go down to parcel post, stand in line and had to overcome were related to the design, as well. Many of our clients are very busy our electronic point of sale (Epos) devices pay duty before going home to try it on. With functionality and database connection. people who have families, work full-time and Adapting integrate our database into the website. This us you don’t have any of that.” Having all our products online meant we had often do not have the time to come to our If there is one issue which stops them from assures that the website by and large mirrors to change our work practice and that included store. So although we’ve had a social media expanding to new levels it is the lack of what we have in stock.” storage space on the Rock, which makes modifying training and procedures so it would presence for two years now, it doesn’t allow operate smoothly.” them to purchase from these platforms. What ever-increasing demands on the existing
16 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 17 INNOVATION AWARDS
a balanced diet, regular exercise, and just He said that in terms of keeping away from the doctor in the first health supplements the Gibraltar Alternative place,” he added. “But the commitment market was already better patients who suffer from a certain problem equipped: “When it comes and Complimentary have to paying for alternative treatments is to herbal therapy and indicative of the dedication Gibraltarians have natural remedies, for people to overcoming their problems in any way to make the right choices Practitioners possible.” it’s better they have a face- to-face with somebody. We A local doctor hopes to demystify Research currently have three health As well as becoming a bridge from orthodox stores that I deal with here alternative medicine so it leads to to complementary medicine Rawal hopes he in Gibraltar, all of whom more conclusive evidence of what can also support practitioners in their own regularly train their staff can be achieved by practitioners in Alternative struggles, as many operate from their own so prospective clients can Gibraltar. homes or pay high rates at the various clinics walk in and ask them what medicine register in Gibraltar. they would recommend “The formal training of practitioners might for a particular problem. In this respect I minimise risk but not all the treatments are Health Centre GP Rawal has created an could lead to “We’re hoping to grow slowly as more prefer to support these health stores and insurable,” he said of some of the more internet register for the Gibraltar Association of practitioners register on the website, the ultimately have a wellness centre where our obscurely sourced alternative treatments Alternative and Complementary Practitioners regulation end goal being to integrate alternative and practitioners can work together at some point available. “We want to draw a parallel with (Gib AACP) to be able to catalogue the orthodox medicine with the support of the in the future.” all other services like building or plumbing different providers of alternative medicine on local health authority,” he said. “If that were so that one day you will be able to acquire the Rock. to be the case, the GHA would clearly only The AACP website is linked to a Facebook these services in the same way with similar be interested in evidence-based therapy page which has 1300 likes on going to print, confidence of the results. At that stage we He recognised that alternative therapies are which would then require regulation and with Rawal creating posts to give further could write a journal to be able to collect sometimes frowned upon by the mainstream the association would have to become more information on the project in line with the data that could eventually form a substantial profession he works in: “It depends on who formal.” local online interest. database to prove that alternative medicine you talk to because while some doctors and are insured to ensure quality of care.” because very little of it is evidence-based and can work.” think it’s all hocus-pocus, others think it is tends to be experiential to the point where a good thing. Ultimately our customers will The intention behind the website is to create a some people say it just a placebo effect. do both, using herbal remedies as well as mature communication between those listed Then there is a danger that patients may go pharmaceutical products.” so that they can advise clients on whether to unregulated alternative practitioners for an another treatment is more suitable for their extended period of time and spend hundreds “In my opinion, at the very least it is my particular ailment. The services registered of pounds in the process while not really responsibility to understand about it, range from acupuncture to stress therapy, helping their condition at all.” whether they encourage it or not. These fitness classes to Tai Chi and herbal remedies days more and more people use them, with to personal trainers. This regulatory integration within the website over 350 alternative and complementary is intended to avoid this, especially in a society practices currently in Gibraltar, all working “The innovation is creating a regulatory body which has such a big focus on medicine and independently out of their own homes or to ensure they provide a high standard and generally feeling healthy. clinics.” are insured, which in effect doesn’t exist in Gibraltar at the moment,” said Rawal. “I’ve “The ability to innovate in this area is based The problem he found was that, from a seen some unhappy effects of malpractice on Gibraltar being a small community which patient’s perspective, it was difficult to know such as bruises from acupuncture or a is very supportive of itself, whilst in the UK which one to use when, which offers a good broken rib from a chiropractor, which requires a similar project is near impossible as it is GOES GREEN…….AND ACHIEVES THE ISO14001:2004 - service and where to find them. the need of that safety net.” so large and diverse,” he said. “They tend to ENVIRONMENTAL MANAGEMENT SYSTEM- THROUGH call me with their problems and if necessary ACTION AND NOT JUST WORDS “The idea behind the website is that it is a I am happy to see them in my routine care register that gives patients a place to find a Awareness Horticultural contractors, Convent Garden, Convent Ramp, Tel. 20043134 appointments in the health centre.” practitioner or even just research information Although he is not a qualified regulator he e-mail. [email protected] about the different therapies,” continued feels that the network will reward higher In conjunction with the website, Rawal Rawal who conducts some alternative trained individuals with publicity, while as a organises a Health and Well-being day medicine in a private capacity. “So if for qualified GP he can provide medical support each April at the King’s Bastion which gives example they have back pain, they can read for those who need it. each practitioner a stall in which they can up on whether treatments like acupuncture or showcase what they do to the general public osteopathy are suitable, contact the relevant “Even in UK there is no formally legislated and raise awareness about their particular practitioners and make an appointment.” body which to regulate this spread of services apart from a similarly informal service. “But the difference is that of those 350 there association,” he continued. “Additionally, we “People are becoming more aware that it is are only 35 on the site as they’re the only have to understand that alternative medicine Certification Body: Verification International of Nottinghamshire, England. not just about medication but all to do with ones that have completed certified training can never be a substitute for standard care
18 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 19 INNOVATION AWARDS Stay healthy, train hard and eat sweet!
The story of how Muscle Bakery came about is one which will surely resound with every local businessperson and for those who have not taken the plunge yet, but are weighing it up in their heads. It came about after Elke Hurtado decided she wanted to do something different with her life and followed her dreams and passions into creating a whole new range of products inspired by her new lifestyle. a demand over here, so many people have is water it. I for one would have had liked which is something I enjoy doing anyway. As messaged me about it, I’m hoping to do a to have learnt these skills at school which a culture we love our food as this is what As with most things in life, the Muscle similar workshop here come Easter. I want to would have helped me a lot, because it was we do to socialise, so a hospitality course in Bakery startup started with an inkling. Elke be able to help people change their attitudes a steep learning process working it out on our new university would do wonders in that was disillusioned with her life working for selling out every time, as it tastes similar but work out: “Although here on the Rock we’re because if I was able to do it, I’m sure others my own as I hit so many walls starting up. respect. In five years’ time I hope to have my the gaming industry and needed to boost is denser, formed into a bar because demand a bit behind the rest of the world in regards could do so themselves.” The government doesn’t provide much help own franchise with my own cafe employing her self-image. “It dawned on me one day is so high and I do the cooking and wrapping to the importance of going to the gym and in getting the right health certificates and a number of people selling all my products that I had to change my attitude and the by hand.” keeping fit, we are catching up slowly so I She said that being an entrepreneur is overcoming the administrative boundaries of even outside Gibraltar seeing as I have a way I was feeling and how I looked at food hope my products raise awareness of the another growing trend among Gibraltarians: setting up a business, and I just wish I had bigger customer base in the UK with the two because I was a compulsive eater, so I started She is currently producing 500 bars a week, fact that you can eat something else that is “I help out with the Young Enterprise Awards found out about the GFSB earlier as they have companies I am working with. Now I have to to experiment with my food and getting more but already has plans to grow a bit more not chicken and salad and still be healthy. I which has been running for a couple of provided a lot of guidance on these matters. find a location to do this so I can move out confident in the kitchen,” said Hurtado. “I got and find a proper baking kitchen in the even did a workshop on the subject in London years, and I am starting to see the desire to “Now I’m hoping to apply for EU funding in of my kitchen to a site which will fulfil that to writing a blog to document my experience new year and get a team together, working and even though I didn’t know there would be take that course of self-employment among order to help me expand into getting a kitchen potential.” and when I took my creations to work and in conjunction with companies in the UK to the youngsters. The seed has already been so I can experiment with savoury dishes and the gym people started to tell me I should make new recipes so she can share out the planted, so all we need to do as a community even ‘healthify’ traditional Gibraltarian dishes sell the healthy treats I was making. I thought responsibility of her enterprise. She even wrote seriously about it and decided to take the up a recipe book that describes how others plunge, re-branding my personal blog into the can imitate those culinary creations called Muscle Bakery, and it just grew from there. ‘Muscle Baking’ which she photographed After juggling both jobs for the last two years, and designed herself as well as dealing with I left my job last July to work on it full-time.” all the administrative side as well, no mean feat for a first-time entrepreneur. What she started as a hobby making cakes and cookies took off in a way she never expected. Growing trends “I started quite slowly but, as I was a graphic Hurtado said storing the products has been designer, making a logo and marketing on one of her biggest challenges, as she has social media is something I have been used had to refrigerate most of them, and has to, so I didn’t find it hard to start that up. taken care not to use any sugar in any of Funding was more of a challenge, because I her creations other than that which comes kicked it off relying on my own pocket but that with the chocolate already. “All my products has been building up as I got off the ground. are gluten and wheat-free and I try to use Back then I would sell anything I was making as many natural and organic ingredients as at the time but now I have a selection of possible,” she added. products that are recreations of our favourite chocolate bars, like Snickers, Maltesers, Mars She told Intouch how she designs her and Bounty. They look and taste like them treats for the needs of those who work out but are much more healthy counterparts to at the gym even though as demand for her them. The Malteser one is the most popular, products has grown she has had less time to
20 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 21 INNOVATION AWARDS INNOVATION AWARDS The GFSB Innovation Awards 2015 sponsored by Gibtelecom Local communications Judges Opinions This year the GFSB Innovation Awards attracted some excellent entries, proving that Gibraltar businesses are innovating in many different ways. The Judges comments on each of the selected entries are below: global connections
Easy Payments Gateway Marble Arc Muscle Bakery The judges were impressed by the success In this situation the judges particularly liked The judges liked the whole concept that of this company in an industry dominated by the way that the company’s website and this company had come up with, having very big players as a result of the innovative social media interaction has been completely created an attractive brand image and way they had approached the service integrated into their business model offering strong reputation for producing an innovative being provided focusing on the customers customers a seamless experience whether in selection of freshly made, delicious snacks perspective, making it simple and very user the physical or virtual world. from wholesome ingredients offering a friendly yet much more effective than their healthier alternative to some popular snacks. Full range of competitors. The company had achieved an Building very strong intergenerational The company was focused on educating the xed, mobile and impressive level of growth and had managed relationships with their customers. public on the value of healthy and nutritious internet services to attract substantial investment creating eating through a very active social media employment and what seems a bright future. presence which had allowed them to grow and enabled the founder of the company to leave her job and focus full time on the venture.
Hospitality Business Development GibACP Judges were impressed with this specialist In the absence of regulation in the area of consultancy business, unique in Gibraltar, alternative and complementary therapy, this that has been able to partner with a company has set itself a very ambitious recognised UK based institution to offer challenge of trying to provide the public with their quality programs in the Mediterranean. an element of confidence in the quality of HBD has used the internet and social media, the practitioners it allows onto its web based particularly blogging, to showcase expertise directory thereby facilitating the access of the and develop a strong reputation in a very public to a range of complementary short space of time enabling the business to therapies. The fact that the company is aspire to international engagements. run by a qualified medical practitioner with a passion for patient service who is not attempting to make a profit is commended by the judges. FIXED MOBILE INTERNET Tel: 20052200 | [email protected] | gibtele.com 22 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 23 Genoese Battery A welcome addition to the Upper Rock The State of the Gibraltar Tourism Tourist product is the renovation of Genoese battery. The battery could be a fantastic location for conferencing groups who want to Product – Revisited 5 years on! wow their clients with a different corporate By Dylan Trenado entertainment venue in the spring months. This location still has a lot of development “Travel makes one modest. You Upon entering the cave, the helpful staff of the surroundings at the Den were then potential, for example by the addition of cannons and information signs to explain its see what a tiny place you occupy in of the Gibraltar Tourist board greeted us in a poor condition but when we revisited with a smile and diligently showed us the this year we were pleased to see that the historical importance. the world.” A great travel quote by entrance. However, we stumbled upon an refurbishments had been completed and it French Novelist Gustave Flaubert. eyesore encountered 5 years before. An A4 looked far better. With a security presence Future Improvements & additions information sheet printed in black and white. and toilet facilities on site, this is now a From my personal experience travelling Similar to this a common belief is that A modern tourist site should provide visitors presentable and interesting site for tourists South East Asia I experienced how small Gibraltar may occupy a tiny place in the world, with high quality information leaflets not visiting our famous apes. budgets can be stretched to make a tourist however, our destination is rich in culture and these very basic printouts. site engaging and interesting to clients. Fort it’s tourism offering. For this same reason A few recommendations have been made for Cornwallis in Penang, Malaysia is certainly in 2010 the GFSB set itself the challenge of Our final recommendation in 2010 was Apes Den: a tourist site that makes history come sampling first-hand the standard of our very regarding the sound & light display within the alive with short tours, re-enactment and own tourist product. Marks were given for cave, non-existent back in 2010 but restored • More opportunities for interaction between historical information seen all around. Small cleanliness, signage, facilities and the overall and improved in 2015. We felt that this was visitors and wildlife. adjustments can really improve our sites to tourist experience. General and specific fantastic as the illumination provided by the • Engage with clients using visual content become first class tourist sites. recommendations were made as a result of lights really showcased the cave to its full • Creation of a small wildlife park in the new this study. The general consensus after the potential. Our visit this year has one further refurbished area. experience was simply that a few of the sites recommendation and is related to the upkeep, • Photo point to encourage visitors to share were in dire need of significant investment cleanliness and general maintenance of the their experiences online. and that others, even more sadly perhaps,, cave. Even though we see that the cave is • Merchandise store to take advantage of lacked some TLC and civic pride. widely used for events, it seems that when the large numbers of visitors and provide dismounting sets and stages, spare chairs opportunities for tourist engagement. This autumn, five years after the original study, the GFSB revisited Great Siege Tunnels the tourism attractions, using the When we last visited the tunnels in 2010 same method and criteria as 2010 we were greeted with a rather embarrassing to assess these. Again general small sign hand-painted onto a small wall • Greater use of interactive exhibits would and specific recommendations indicating ‘tunnels that direction’ followed Walking Tourist Totem: Summary of conclusions then and now These signposts indicating routes and paths enrich the travel experience. have been made. The 2015 by a 200 meters uphill climb with no water • New sites as Genoese battery within the study showed that many of the or vending machine facilities. We still find could be a fantastic addition to the upper rock 2010 product for walking tourists. walking tour is a great addition attractions have benefitted from no water facilities for tourists. This welcome • Poorly displayed and maintained. • All sites should have proper literature with significant investment. However was rather appalling when you consider how attractions throughout the tourist experience. modern Gibraltar Tourist Board branding. the poor upkeep and shortage of important the Tunnels are historically. Five Gibraltar Café & Visitor Centre: • Evidence of a lack of understanding of resources in certain sites stops years ago the information office at the site A visitor centre addition would really improve how the 21st century tourists should be the attractions from maximizing could not provide us with any information in our offering by helping clients relax and feel catered for and looked afte. Final Note Even though the Upper Rock tourism product their potential. relation to the site. In September, this was engaged with the Upper rock product. This • Focus on numbers over quality. has been neglected in past years, these five still the case with no information provided to could be further supplemented with walking • Lack of interactivity in main sites. years between 2010 and 2015 have been St Michael’s Cave us upon being asked. tours, explaining our history and rich flora and • A sense that the general attitude was fauna. that the tourist product didn’t require enough to see the positive difference. There When the GFSB visited back are still areas which need more investment in 2010 our experience of St The Great Siege Tunnels were by far the best improvement or investment as tourists will Upper Rock attendants: and upkeep, however the general consensus Michael’s cave was not what we attraction we visited in terms of historical come anyway. Tourists sometimes wander up the rock from our experience was that it’s heading in the expected. Encountering traffic content for the length of the walk: thinking “what can we do?”. We experienced right direction for the destination to become chaos and a sense of misdirection 2015 a top touristic destination. However, Rome are stacked and left lying around and the • Site has been revamped. this with tourists in September. With upon arrival really made us confused as to • Upkeep in certain sites still poor. wasn’t built in a day and the development area is not fully cleared. This leaves lack of • Historical audio presentation in different attendants circulating during busy periods, where to park and enter the site. This has • Signage has improved in sites such as the of Gibraltar’s tourism product should be top lighting in lower areas of the cave along with languages. tourists would have someone to ask for been rectified with better traffic signs and a Great Siege tunnels. priority of any Government, both in terms of rubbish visible to tourists. • New mannequins showcase a more advice and have more access to information security presence to direct traffic flows and • Signage for walking tourists is regular review and investment. The knock interactive tour of the tunnels. about the destination. assisting visitors looking to park their vehicles. deteriorating. on effects of a good tourism product on Apes Den • New tunnel extension is great but with It was noticeable however that the signage for • Still a focus on quantity over quality. the wider economy are significant for GFSB On our last visit we also visited the Apes little content for the walk we endured. the private restaurant and gift shop was more • St Michael’s cave needs more thought as members in many sectors. prominent than that for the actual cave. This Den. A beautification process was in its final an experience, with interactive exhibits and does not do justice to such a beautiful site. stages and this was clearly evident. Some signage directing the flow of tourists.
24 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 25 GFSB Exclusive Gym Membership Rates Now Available
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Included in the INFINITY package will be: • Tailor made packages • 5 Star members only training environment & equipment • Unlimited use of the Ocean Village Heath Club & Atlantic Suites & pool • Use of the Sunborn INFINITY & Atlantic Suites pool • Luxury Changing rooms with Key-less entry lockers and sauna • Towel’s, toiletries and bottled water provided every visit • Exclusive Sunborn & La Sala discounts & rates.
Included in your Ocean Village and Atlantic Suites memberships will be: • Life Fitness cardio equipment with integrated TV’s • Life Fitness resistance toning equipment • Fully quipped free weights area • Studios including spin • Power Plate’s • Saunas • Complimentary towel and toiletries service • WIFI
Business Presentation Rates
Standard Membership Atlantic Suites Ocean Village
Joining fee £50 £0 Admin Fee £30 £30 For further information or to book a Monthly dues £69 £64 consultation please contact: GFSB Business Rates Joining Fee £0 (Saving £50) £0 [email protected] Admin £30 (£120 Starter pack given) £30 (£120 Starter pack given) or [email protected] 1-30 people £50 (Saving £228) 1-20 people £45 (Saving £228) 30 + people £45 (Saving £288) 20-40 people £40 (Saving£288) If you would like to arrange membership or to 40 + people £35 (Saving £348) make a payment please contact [email protected]
26 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 27 team development, productivity and revenue management. This new approach is certainly working for these chains as their like for like profit has been double digits in increasingly competitive and volatile markets.
Big variations exist in the productivity of hospitality businesses. Research highlighted in Hospitality Digest 2014, found the average for labour productivity across all hospitality businesses was £3.24 in sales revenue for each £1 spent on labour, yet the best businesses were generating as much as £18.44 in sales – six times as much.
So what is it that the more successful and highly productive businesses do and, more importantly, what can other employers learn from them? In short, they have an effective recruitment discipline and better staff retention levels because they invest in training and development and provide clear career progression pathways for their workforces. Unlocking Business Potential They underpin this with a supportive and caring culture that recognises the need for work/life balance, thus generating loyalty and in Hospitality and Tourism discretionary effort from their employees at all levels. There is an enormous potential for with guest speaker John Burchell, Global is this discipline to control costs in line with Director Hospitality Assured with the Institute fluctuating revenues that allows a business growth and increased productivity But simply boosting the supply of skills alone of Hospitality. to react best to external factors. The costs in will not necessarily improve productivity. in Hospitality and Tourism in hospitality are by nature highly variable, on Training needs to be accompanied by Gibraltar and it can be argued that We firstly looked at external and internal average 75%. This is much higher than other investment in innovation, rethinking the factors that undermine the profitability of business where they are on average 20 to Hospitality Business it is the only sector at present that ways in which services are designed, work firms in Gibraltar and we then looked at what 30%. The ability to adjust costs according to can create real economic growth is organised, staff are rostered, technology is businesses do in other tourist markets to demand allows a business to minimise losses Development Services for Gibraltar. used and skills are deployed. combat these factors and to grow and compete. if demand declines but equally permits it to Strategy & Internal Asset Outsourcing maximise profit if demand increases. Yield Maximising Development Management Indeed, you are not going to get better results The objective of the breakfast meeting held External factors such as power cuts, lack of from your housekeeping team, for instance, at the GFSB on Tuesday 20 October was to parking and border queues were identified An increase in competition is viewed by simply by cutting their break times and telling explore ways in which businesses can exploit as affecting local businesses. The hospitality many as a harmful external factor that them that, instead of 13 rooms, they now opportunities and to identify how they can industry in general is particularly prone to undermines profitability. This is a dangerous have to clean 17 rooms per shift. Driving up maximise their full potential in Hospitality and being affected by external economic factors. misconception and leads management to productivity is about working smarter, not Tourism. The foot and mouth outbreak in the UK, think that they are unable to control events. harder. fifteen years ago, saw hotel occupancy in The ability to compete comes from a strong The workshop was led by Lucienne Mosquera the north of England drop to 20% for more and disciplined internal process. Having a By Lucienne Mosquera – Managing Partner from Hospitality Business Development Ltd than six months. The recent global recession unique brand and consistently getting every of Hospitality Business Development Ltd saw revenues in hotels and restaurants in single step right in the customer experience the Costa Del Sol drop below levels recorded will allow your business to always be one in 1988. Equally, the opposite becomes step ahead of the competition. true during economical prosperous times and Andalucía, for example, has seen hotel In the last 20 years there has been a real occupancy increase by 6% in 2014 and by shift in culture, driven by the large hotel 7.4% to date in 2015, with the average price and restaurant chains. The focus is now of a hotel room up by a whopping 22%. completely on internal development, as About Hospitality Business Development opposed to external marketing, in order HBD is based in Gibraltar and provides professional Suite 2, 2nd Floor, Montarik House 3 Bedlam Court, Off Main Street A successful hospitality business model has to compete and maximise profit. Brands management services to the Hospitality, Leisure and built-in contingencies so that it can react such as Hilton, Accor, Pret-a-Manger and PO Box 1236, Gibraltar Tourism industry worldwide. HBD is in partnership Tel: +350 200 61061 to fluctuations in demand. One of the main so on have reallocated their previously with the British Institute of Hospitality to provide our tools used is ‘revenue control’. This term vast marketing budgets towards raising clients with the best solutions to further their business. www.hospitalitybusinessdevelopment.com [email protected] arises directly from the world of hotels and it standards and disciplines, internal training, For more information please visit our web page www.hospitalitybusinessdevelopment.com 28 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 29 How much TLC do you have in your business? Tender Loving Care in your Thomas. Nicholas is a world business… .. No, nice as that may class sportsman who brought home a silver medal from be, we’re talking about Teamwork, the Special Olympics in Los Leverage and Clarity, Angeles this summer, a huge achievement for a young Name one person who knows everything man who too has his team about everything. No? You see it’s great that behind him. The cornerstone we are all different, it means we need to work of Nicholas’s team is his mum together to get things done. You know the Jane, also his supporters, phrase ‘2 heads are better than 1’, that’s true friends and family, fellow in every walk of life, especially in business. Gibraltar Special Olympics Even sole traders have their teams around teammates and of course them: book keeper, lawyer, family, friends, Thomas. financial advisor, bank manager, GFSB colleagues/members and maybe your own So with the right team behind coach… you, using their skills to the max, the sky isn’t the limit – As a businessperson, owner, managing it’s whatever you want it to be! director… leveraging the people around you Having Down Syndrome didn’t and accessing their skills, attributes, finance, stop Nicholas and his team advice etc. to achieve your objectives is achieving a brilliant medal important. For example, your bank manager for Gibraltar, being visually is not just there to say yes or no to a loan. impaired didn’t stop Paul Banks have massive resources and expertise and Team Blind Apple getting on many aspects of business - find out what to the top of his sport and launching his own business, in else they can do. How often do you leverage process. If 2 heads are better than 1, several fact consider them ‘differently able’ instead the decades of experience available through are better than 2! GFSB? Are you sure your tax situation is of disabled and you come full circle to the beginning of this article. We are all different efficient? If not talk to your accountant or When considering a big goal like a business and backed by the right team we can achieve advisor. Unleashing the power within the team objective, not just daily operational activities, anything. around you can turbocharge your business setting that goal as achievable and realistic We are proud to announce that our newly refurbished – find out what they can do to make that just sets you up to be mediocre at best. The picture shows Thomas (left), Nicholas difference. Motivate your team by being bold and premises are now open ! (centre) and Paul (right) after a recent different, set the target sky high because practice session. New GFSB member Paul Appleyard knows the setting huge goals and taking calculated Jyske Bank remains committed to Gibraltar and during the refurbishment process we have had our doors power of teamwork and leveraging experts’ risks, planning and complete team focus are open for business and we continue to take on new clients despite an almost overwhelming demand. Who’s in your team? Are they the right know-how. Paul set up his new business at all elements to raising the bar of success, not people? Are you leveraging their talents in www.dontwaitforluck.com after achieving a making the goal that easy that you’ll never We offer the most comprehensive range of banking services in Gibraltar, but we carry out our business your business? Are they clear where you are lifetime goal. Paul set his sights (sorry!) on break away from ‘the norm’. differently to other traditional banks. You are welcome to visit us and see our refurbished premises and becoming World Blind Golf Champion and heading and your expectations of them? experience how Jyske Bank is out of the ordinary! But wait, what if you have the right team by aiming high he not only became a World If walking down Safe Street in Mediocre Town but they are pulling in different directions? Champion but claimed 3 of 4 available titles. is your thing then great, who is to say you It’s a recipe for disaster. Your leadership can Paul says “it took a clear goal and significant are wrong? However if you have ambition create the required clarity within the team. effort on my part, however I couldn’t have and drive to find innovative ways to improve Being abundantly clear on business goals done it without Team Blind Apple with your business and set Big Hairy Audacious is paramount to enabling the team to work me.” TBA consisted of guide/caddy Neil Goals (BHAGs)– that’s what will juice you together and push the business forward. Oxborough, personal trainer Stephen Evans, and your team to get up in a morning and family and friends, sponsors and golf coach focus on results. Set your collective sights on As a leader you are responsible for making Jyske Bank (Gibraltar) Ltd. Thomas Johansson from San Roque Club. being world champs at what you do, Olympic the decisions and communicating the vision, Tel. +350 200 72782 medallist-like performance can be your new direction and objectives of the business to the Paul recently had the pleasure of meeting norm. Nicholas Payas through their mutual coach team, however the easiest way to build clarity /jyskebankgibraltar is to involve the team in the goal setting Jyske Bank (Gibraltar) Ltd. is licensed by the Financial Services Commission, Licence No. FSC 001 00B. 30 intouch Minding Gibraltar’s Business Services and products are not available to everybody, for instance not to residents of the US.Minding Gibraltar’s Business intouch 31 New to Gibraltar - EFPG offers Best Doctors Corporate wellness coaching with all AIG life protection Corporate wellness coaching policies including Income and is coming now to Gibraltar! It is the exciting new positive trend. In USA, corporate wellness Business protection coaching continues to expand • What would happen to your family’s finances if as organizations use wellness you died? programs to combat rising health • Would they have enough to pay all the bills or care & turnover costs and to would they be forced to spend less? support the development of healthy • What if you had an accident and couldn’t work for lifestyles in their workforce. an extended period of time? • Could your business manage financially if a key WHAT IS WELLNESS COACHING? Wellness coaching empowers employees to member of the team died or became seriously ill? take responsibility for their health and support • Imagine something happened to you that meant them in making sustainable lifestyle choices. life-long care?
Chronic stress (the Europe Audit 2012 While none of us likes to think that something bad could happen, it shift hours jobs? What to eat and which occupational depression study found that makes sense to have a financial back up plan which can help you, steps to apply to increase energy levels at • Promoting corporate image 1 in 10 employees had taken time off work your family or your business meet your financial responsibilities workplace? due to depression), poor dietary habits and should you die or fall ill and be unable to work. This is why EFPG • Reducing health care and turnover costs lack of exercise all significantly contribute to now offer AIG’s life insurance and protection products which provide more than financial support when illness or injury threatens your life, • Interactive lunches: how to fit exercise into employee performance. Many of these costly lifestyle or livelihood. All AIG life products come with additional benefits such as extra protection and free second medical opinions from Best a busy schedule? With a previous wellness needs’ assessment, chronic ailments can be avoided with simple, Doctors. preventive care for employees. I create customized and entertaining • Stress reduction programs: remove corporate wellness solutions to energize When life insurance is about more than just a pay-out Wellness corporate coaching programs take barriers, promote emotional resilience and your institutional culture. Your success is my Best Doctors® is a second medical opinion service that can give you and your immediate family access to the best medical experts to ensure a comprehensive approach to promoting self confidence. success! you get the right diagnosis, treatment and care when illness or injury threatens life. lifestyle change for health improvement, engaging and motivating employees to get • Corporate fitness & weight loss challenges: For more information about Corporate We understand that if you’re diagnosed with a serious illness you will have lots of questions about the condition and will need clear and reliable and stay well. Services include innovative celebrate wellness that will engage your Wellness Programs, please contact: answers and maybe further opinion from a world renowned medical expert. Best Doctors® service can do just that, and that’s why and transformational programs: employees´ participation inspiring joyful EFPG is pleased to be able to offer that extra benefit to all clients with all AIG Life policies. • Nutrition educational seminars: how to eat moments. healthy and keep a balanced lifestyle with • Pregnant & new mums programs: time LIFE LONG CARE management & well being support. A recent survey by AIG Life found 25% of people said they would probably have to sell their homes to pay for life-long care if they needed it. A further 11% said they didn’t know how they would fund the cost at all. Corporate wellness programs are an investment in your corporation’s most EFPG now offer AIG’s life Care Cover product which will help give you peace of mind should you need money to pay for life long care. Individuals valuable asset:x your employees. who require long-term care are generally not sick in the traditional sense, but instead are unable to perform the basic activities of daily living such as dressing; bathing, eating, toileting, continence, transferring (getting in and out of a bed or chair), walking or they suffer from a severe The most significant success results are: cognitive impairment. Catherine Rubio at 0034 676 28 64 92 • Attacting and retaining top people [email protected] This whole of life insurance with Care Cover can be claimed at any age and a successful claim www.catherinerubiowellness.com provides funds if you are no longer able to live independently. • Higher employee performance and productivity If the insured person does not need to claim the Care Cover benefit, the insurance will pay 100% of the sum assured when the insured person dies or if they are diagnosed with a terminal illness. • Reducing employee absences Contact EFPG today to receive your competitive quote which could save your life. • Improving workplace morale, engagement Tel 200 49750, or simply pop by into our office to speak to one of our friendly staff at 15 and nurturing collaborative relationships Irish Town. Or email [email protected].
32 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 33 Introducing The Cellar
Saccone & Speed (Gibraltar) Ltd wines, encompassing a huge range of styles. The Cellar’s team, led by Alex Martin, Wine goes back to its origins in Irish Additionally, there is a great range of fortified and Spirit Education Trust qualified, combines and sparkling wines to explore. youth, experience, knowledge and passion Town, and it does so offering in the food & beverage industry in order to a superb range of fine wines, The wide selection of premium spirits on offer satisfy our clients’ needs. premium spirits, speciality beers, focuses on malt whisky, brandy & cognac, as well as a good selection of gin, vodka and rums from different Caribbean You can find The Cellar by Saccone & Speed islands. at 25 Irish Town, tel 20060373, email gourmet delicacies and drinks [email protected], and it opens Monday to accessories. The products are We also specialize in wine consultancy Friday 10 am to 7 pm and Saturdays 10 am stylishly displayed in a beautiful services for on-trade businesses, events and to 3 pm. and welcoming environment. weddings, private cellars, as well as presents and hampers, which are totally customizable according to your tastes, theme or budget. Wines offered come from all over the world, And we deliver to your door! but focusing on classic wine producers like France, Italy and Spain. There is something for everyone amongst our more than 200
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34 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 35 be supported by a 1.9 x 1 x 1 metre White Standard bearers and a bugler, all of whom Carrara Marble ‘Alter of Remembrance’. The are willing to attend the service on the day Gibraltar War Memorial monument will have provision for a 1.2m to honour their fallen Gibraltarian comrades. non-skid slab surrounding footpath. It will be An act of generosity and solidarity from our a very impressive Monument. UK RBL brothers in arms, which is greatly unveiling and dedication appreciated. We also have our Gib Branch THE MONUMENT RBL Secretary Standard Bearer Louis Lopez go towards its maintenance. THE SENTIMENT BEHIND THE VISION The Memorial meets all three principal NMA attending the Service. Momy Levy, Chair It is a Registered Charity. sincere thanks to them both. My name is Joe Brugada, instigator of the criteria, Commemorative, Educational & of the RBL Gib Branch, will join us at the You can find out all about Gibraltar World Wars Memorial that was Historical. Arboretum to pay his respects. unveiled and dedicated on Tuesday 13th it on www.thenma.org.uk, A PROTOTYPE CLAY MODEL TO UK an impressive and inspiring At this point my colleague Anselmo was October 2015. The front panel carries the Royal Gibraltar We will have in attendance two VIPs recent spiritual experience, well asked by the stone masons for a scaled down Regiment motto “NULLI EXPUGNABILIS ex-Governors of Gibraltar, Sir James Dutton worth a visit. ‘clay model’ highlighting the very specific The concept of erecting a memorial to the HOSTI” (We shall never be expelled), and Sir Adrian Johns, officiating will be Msgr features which he had required on the Rock Gibraltarians who served in HM Forces in the dedication and Coat of Arms of HM Charlie Azzopardi. The Arboretum is situated Monument. With time now running out he set WWI & WWII was born from my visit to the Government of Gibraltar. The rear panel just off the A38 at Alrewas to procure sculptor’s modelling clay. On a UK National Memorial Arboretum in Lichfield, carries the names of those Gibraltarians who We will also have Major Marcellino Sanguinetti (Lichfield), half a mile on the hollow paper mache frame the model concept Staffordshire last October 2014 (on the died in armed conflict in the two World Wars. It ED representing The Royal Gibraltar Regiment, A513 towards Tamworth, with the specific readily recognisable ‘virgin’ occasion of of my elder daughter’s wedding denotes by rank achieved, the determination, and a bugle and drum from the Band of Royal turn left at next roundabout outline of the Rock started taking shape. After in Derby). has since been designated ‘Curator’ and with loyalty and qualities necessary to have served Gibraltar Regt. Gibraltar Govt Minister the Hon to the Arboretum Car Park. It’s virtually a week’s work with all the features in place, whom I worked very closely during the months in specialist units, and the diverse theatres Neil Costa will unveil the Memorial. halfway between Burton upon Trent and we rushed the well protected and crated clay On this visit I was struck by one thing. The ahead on the various criteria, constraints and of war Gibraltarians were engaged in. (All Lichfield. model overland, via Redwood International, to absence of any memorial or recognition of standards required by the Arboretum. Gibraltarians who served in HM Forces were SITE LOCATION Diss in Norfolk. the services and sacrifice made by the British volunteers). The side panels carry an ‘ancient I am confident that every Gibraltarian and our There is a Mediterranean section at the inhabitants of Gibraltar, who served in Her Simultaneously I struck an excellent cordial history of the Rock’ and ‘Gibraltar’s key role British friends will be proud of our Memorial, Arboretum, with monuments to Malta, On 28th July Anselmo and I paid a 3 day visit Majesty’s Armed Forces and, whose virtually working relationship with Keith Shallcross, in WWII’. At the top of one of these panels it’s quality and strategic location at the Cyprus, Algiers, the Falklands and other to Diss to obtain a first hand impression of entire civilian population, circa 16,000 were and his son Andrew who were my selected there is a small graphic orientation of ‘where approach to the Mediterranean section of Commonwealth nations. And I thought “we how the sculpting was progressing and how evacuated from the Rock from 1940 to 1945 Memorial Stone masons based in Diss, Norfolk. Gibraltar is situated’. the Arboretum memorials. It is approximately must erect a Gibraltar War Memorial here”, the features and textures looked and felt (some returning as late as 1950). We were 100metres in front of the Armed Forces after all The Rock of Gibraltar, a strategic like. We also paid a visit to the Arboretum ostensibly evacuated for our safety, and THE PROJECT STARTS IN EARNEST To me, personally, this is the story, the Memorial, at ‘10 o’clock’ to the right behind British Fortress and forward mounting base in Lichfield to inspect the foundations, placed in central London, not the safest place It has taken us 11 months, and a lot of hard message I wanted to deliver to our British the Polar Bear Memorial to Arctic Troops and was and still is, though at times reluctantly light orientation and finalise a site plan, on the planet during WWII! Many died there, work, with enthusiastic support of various compatriots of all ages and generations, 20 metres in front of the main hospitality recognised, the gateway to the Mediterranean landscaping, and get a logistic idea for the but we stoically settled in and the majority of Government technical and administrative past - present - and future, and indeed the marquee as you come out of the restaurant and most loyal British Overseas Territory. order of service. At Diss they are scanning us survived to tell the tale and reclaim our departments, private companies and the thousands of American, European, and Asian and reception area. The Memorial stands at the Clay Model’s profile and features in order Rock. This dramatic and traumatic experience particularly invaluable and ever ready support visitors that annually visit the Arboretum. the start of the Special Constabulary Memorial to commence the electronic sculpting of the cemented the links of an entire population SELLING THE CONCEPT TO THE of the Royal Air Force Gibraltar, who kindly Avenue “The Beat”. A prime location. and our cultural and national identity as CHIEF MINISTER consented to airlifting a 3 ton block of 3 ton block into a 1.4metre x 70cm x 70cm Limestone Model of the Rock of Gibraltar. The THE UNVEILING & DEDICATION Gibraltarians was born of necessity, suffering On my return to Gibraltar I secured the Gibraltar Limestone to RAF Brize Norton on a It promises to be a memorable occasion and features are later hand carved with ‘diamond Via the Gibraltar branch of the Royal British and solidarity. services of a good friend and colleague of C140 Hercules transport aircraft. one in which Gibraltar takes its rightful place angle grinders and precision chisels’. Legion (of which I am a member) we have mine Anselmo Torres, an excellent creative & among the Family of Commonwealth Nations. The Rock model will sit on a Blue Granite flat secured the attendance of 18 UK based THE ARBORETUM artistic designer, and we set to work on our From there our Norfolk Memorial Stone- base representing the sea, which in turn will members of the Legion, these include 8 The Arboretum (from the Latin ARBOR) is a ‘labour of love’. Masons (HL Perfitts) moved it to their privately owned 150 acre heavily wooded workshops in Diss, Norfolk. site next to Staffordshire’s National Park We designed, obtained quotations and made with strong links and involvement with a presentation to a senior representative RESEARCH & INSCRIPTIONS The Royal British Legion. With over 300 of the Chief Minister who in turn put the During the six months from February to July I monuments it is the UK’s Centre of National concept proposal and colour graphics to the carried out searches at the Gibraltar Archives, Remembrance, holds over 200 events a Hon Fabian Picardo. First thing the following read several books by local authors, and year and receives thousands of visitors a morning I received an email allocating us a tapped the memories of some Gibraltarian month. Entrance is FREE and all donations budget and giving us the green light. ex-British Army servicemen. But the two best fountains of knowledge, which contributed On January 6th I delivered our application, 95% of names from War Graves Commission in person, to then Deputy Curator of the Registered Cemeteries were the Late Eric Arboretum for consideration at the next Canessa’s book “They Went to War”, World Memorial & Landscape Committee meeting War II, from which his widow Laurie kindly on the 20th January. allowed me to use data, and Dr Jennifer Ballantine of the Garrison Library who at the PROPOSAL ACCEPTED eleventh hour literally ‘saved the day’ with her Early February I received the go-ahead from unconditional support in searching the World the Deputy Curator, James Shallcross, who War I War Graves Archives for missing data,
36 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 37 The importance of planning in business as in football
A recent live debate at the Sunborn Hotel saw former Sunderland AFC chairman and Irish international Niall Quinn join former Southampton FC executive chairman Nicola Cortese, Sky Sports presenter Ed Chamberlin and our very own Nick Gordon in the Barclays Exchange.
The event, which was well-attended by international banking professionals and other interested parties, gave local people an insight into the world of football finances and effective investment management. The sure they do plan for what’s ahead. I’m now in something don’t think about what others On his arrival on the Rock, Chamberlin was four were also on hand to talk to Intouch starting to see more and more footballers say but just go for it. Don’t be afraid to make amazed to see the thriving business centre about just how the lessons they learnt can thinking about this reality and taking the mistakes, because if they fit into the bigger that Gibraltar has become in what is such apply to the small business environment, and proper advice, especially when their parents picture you can learn from them as well.” a tight-knit community: “I think I’ve worked how important it is to keep planning ahead are entrepreneurs themselves.” out why things get done here. It’s because irrespective of the market you’re involved in. I arrived, I brought team spirit to that place.” modern Premier League football club cannot Never stand still there’s so much passion and ambition in this Niall Quinn, who played for both Arsenal and really be called a small business, similar skills During the debate Ed Chamberlin kicked Planning is the one thing that Sky Sports place so unlike London which is vast you Manchester City in a star-studded career, Quinn’s experience demonstrates that are involved: “When I left Southampton we off stating that three out of four footballers presenter Chamberlin has learnt from the could probably get a meeting with a Minister believes that it was only when he got to footballers have a lot more to contribute were employing 220 people, but other clubs become bankrupt when they retire from the few footballers that have crossed the divide with such ease it makes business work. Sunderland that he started to understand the to the business world than they may think, like Manchester United have around 400 full- top flight and that the absence of fame makes between stardom on the pitch and off it: “If Gibraltarians are proud, ambitious and they nature of a small business because it was a which means a lot when you consider that time workers while on match-days you may them fall into addiction and depression. you look at Gary Neville now he is an England have a passion for their homeland.” much more local operation. TV income could rise to £100million next easily have another 200 stewards and casual coach and owns hotels and restaurants, season. He experienced the shift from what workers in the concourses of the stadium.” Cortese explained that one of the main while Jamie Carragher and even Niall Quinn Nick Gordon, who works for Barclays as part “I enjoyed my time at Sunderland the most, it was to what it is now, and always had a reasons for this is that hangers-on and family have done very well for themselves as well. of that ambitious new generation of local because it was more emotional and really good rapport with the fans, who were the “Clubs have become huge international members surround these young adults, who As individuals they all operate as small businesspeople, said although planning is got under my skin,” said the former striker, main reason the club existed. He feels that operations thanks mainly to the reach of rarely receive any constructive criticism. The businesses and what I’ve learnt from people important, it is vital that it is also flexible: “A capped 92 times by his native Ireland. “A club the pampered superstar reality of modern television which see them act as companies superstars are often completely oblivious to like them is that they never stand still, and are lot of people think you can’t predict the future like that is a real beacon for the youth who footballers gives them an unrealistic point of across the world. Like every business what will happen in the future. always looking to improve.” in life but in football it happens that a club are all brought up as Sunderland fans. So for view on their status in society. there is a risk involved but it is up to you to that is doing really badly wins the league or a me to buy into that and get them back in the control. Although the passion they ignite is “They don’t think that their career will be “I’ve learnt in my ten years with Sky that a lot stock that is at its highest point one year and big league was far more rewarding. Like all “I’ve never been an agent and never will but if the difference between the world of sports over in ten years,” he said. “The club looks of the shows I’ve presented haven’t worked, down the next. You then need to implement small businesses you have bad days. But it I was and my player bought a Ferrari, I would and other companies. When fantastic after your every need. In the street everybody so suddenly I find myself on Monday Night that plan and one thing I like about people was a great feeling to be able to take your sack him,” said Quinn. “I can understand that businesspeople who have built up businesses wants to greet you. It is easy to hang on to Football (MNF) with a show that’s got good that run small businesses is that they actually place among the bigger fish.” if you are a multimillionaire with your own from scratch and always got every decision this fame so they rarely have to make any real reviews and suddenly Gary Neville wants to get things done. You must fail as part of that business that was going to sustain itself for right come into football they find that there choices. When I was at Southampton we got change it. But that’s what it’s all about. If process but if you don’t try there’s no way “As a footballer I won accolades but as a the next fifty years. But when they’ve got such is a lot of pressure to bring in players and the under-18s to clean the boots of the senior you’re a small business that’s won an award you’re going to succeed.” chairman I had to leave the dressing room a small window and they could be injured keep the fans happy. You need to be far more team, little things like this can make all the you need to improve it, just like when we behind and I take great pride that what I in the morning I would try to bring a bit of disciplined to control that passion than in difference in keeping their feet on the ground. brought Jamie Carragher onto MNF even “Something that really resonated with me accomplished in what was a small business wisdom into a player’s lives. It’s too easy for other businesses.” Soon, better education put into action by the though I really wasn’t sure about it. At that recently was the idea of limiting yourself to with a great team of people who had the modern agents to bring them to meet all the Premier League will ensure players will be point I asked myself why we were changing 20 decisions throughout your life and every same vision. Everybody was involved and top celebrities at a London film premiere but Cortese is a firm believer in education within better prepared to make decisions as to the things. But it’s been the best thing we’ve time you make a decision you strike it off the when we retained our Premier League status what they should be doing is stabilising the the Premier League to make professional people around them, the agents they choose done and he has become part of the team. list. If you think that you cannot make any everyone got a bonus including our cleaners, whole rock ‘n’ roll show they’re involved in.” footballers far more independent from all or what they will do in the future.” Both Gary and Jamie love football, and their more than 20 it makes you really think before groundsmen and ticket-sellers. Everyone that is going on around them: “It is important enthusiasm comes through in what they do you act and stops you making snap decisions lived and breathed success on the pitch and Strategy for success for professionals to be educated on career Cortese said that, in this light, small business to the degree that we’re rehearsing a show which could influence the success of your they all contributed to that success. I would owners in Gibraltar had to remember to work business on the long run.” Cortese, an Italian banker who has spent planning, because often they start to look at from nine in the morning and we don’t have like to think that with the banks closing in hard at their plans: “You need to have a clear most of his working life in Switzerland and that area a little too late. They make a lot of an autocue and it’s all ad libbed.” and the team not having won a game when strategy, a lot of discipline, and if you believe is now based in UK, said that although a money over a short time so they need to make
38 intouch Minding Gibraltar’s Business Minding Gibraltar’s Business intouch 39 Is your business moving
Press Release faster than your internet? EY emphasises value of Literary Festival in promoting excellence in learning
We offer James Harkin (Author), JJ Pisharello, John Bassadone and Minister for Education and Justice & International Exchange of Information - The Hon Gilbert Licudi QC MP Ultra Fast Broadband at competitive rates EY held a dinner, Wednesday on the quality and excellence of our people. Needs to Specialise to Survive, James 11 November, to celebrate their I believe that the Festival, in combination espoused the value and long-term security with the many other cultural and learning that can be delivered by businesses which GibFibreSpeed offers a wide range of corporate services for Mini, Small, Medium and Corporate Businesses. Trading under A.J. sponsorship of the Gibraltar opportunities that we enjoy in Gibraltar, play a take a focused approach to expertise. Sheriff Electrical Ltd we have vast market experience having operated locally for many years. We have always been determined to International Literary Festival. crucial part in our development. In particular offer a high quality service at competitive prices. The theme of the evening was I welcome the extended program for children James Harkin is a freelance journalist who a celebration of the Festival’s which expands their horizons from their iPads has written and spoken extensively about and mobiles to explore the world around us in Our Extensive Corporate Services Include: impact in promoting learning Syria for a wide range of publications all its diversity and opportunities.” including Vanity Fair, Harper’s, Newsweek Internet Access Services WAN (Site-to-Site) Connectivity We also offer: and excellence in education. JJ and The Guardian. His new book, Hunting Pisharello, Managing Partner EY, ‘There is an element of self-interest in our Season, traces the Islamic State’s kidnapping • High speed Fibre Optic Internet Access • Flexible connectivity: Point-to-Point, Point- • Experienced Engineering and Tech Support welcomed guests to the dinner, support of the Literary Festival. We know campaign of foreign hostages, which ended • Transit Service for Autonomous Systems to-Multipoint or Mesh connectivity models • Top Class Layer 2 GPON Technology that the best people are those who have with a number of high profile murders. • Advanced SLA’s for critical services • Increased security & enhanced connectivity • Powerful CISCO infrastructure including the Hon Gilbert Licudi MP, been exposed to all the learning and cultural • Prioritised traffic (QoS Services) • Transparent connectivity and ease of • Dual Provider Connectivity Redundancy Minister for Education, by noting opportunities that Gibraltar has to offer. They Festival Director - Sally Dunsmore said: ‘We deployment for new services that the Festival had truly become bring innovation, clarity of thought and a are very grateful to EY for enabling us to an international event thanks to passion for learning. They also have a desire bring James Harkin to this year’s Gibraltar to live the values that we in EY strongly Festival. An outstanding journalist, James the calibre of speakers. espouse such as technical excellence, reported from Homs and Damascus in 2011, Tel: +350 20065154 or 20065155 integrity and respect. reports which were taken up by newspapers, Mr Pisharello said: ‘Learning and education The dinner was part of a wider involvement magazines and radio stations around the [email protected] lie at the heart of society, enriching its people by EY in the Festival. Working with the world. His new book ‘Hunting Season’ and developing strong values. Gibraltar’s organisers of this year’s Literary Festival, EY describes the fate of kidnapped American biggest asset is its people. Be it in financial www.gibfibrespeed.com also supported a talk by renowned journalist journalist James Foley and twenty three other services, shipping, tourism or gaming, the James Harkin, Friday 13 November 4:00pm. foreign Isis hostages’. development of these sectors is dependent Speaking on the topic of Niche: Why Business Residential Packages also available Unit 5 Waterport Terraces, 40 intouch Minding Gibraltar’s Business Minding Gibraltar’sNorth Business Mole Road,in Gibraltartouch 41 ISO 9001:2015 released The technical committee responsible for ISO 9001 met in Portugal to review some 3,000 comments which arose from a survey sent by ISO originally in 2010 in order to gain feedback from existing users of the standard.
The revised ISO 9001:2015 has now been launched and we now have three years to implement.
Every year, ISO carry out a survey to monitor the number of certifications to their suite of management system standards. Despite 6.1 Actions to address risks and the quality management system can achieve it only really showing a snapshot of the opportunities its planned result(s). In addition it needs to worldwide picture, their data indicated there increase positive effects, to avoid or minimise are over 1.5 million ISO 9001 certificates INTERPRETATION: negative effects, and to achieve improvement. in circulation. As such, the draft of ISO Sub-clause 6.1.1 is a new and key 9001:2015 will give a hotly anticipated requirement – the organization is required to Implications for quality professionals preview of the final version. consider their context when planning for their and ISO9001 Certified Companies: quality management system. This means This sub-clause introduces a completely new ISO 9001 will be using the Annex SL high- thinking about the internal and external issues requirement for the organization to determine level structure, which is being rolled out they face and the relevant requirements of those risks and opportunities that have across all of ISO’s management systems their relevant interested parties, and how the potential to impact the operation and to aid integration and ease of use through this may impact on their quality management performance of their quality management commonality of text. system. system, both positively and negatively.
In terms of what to expect from ISO The organization must then progress to While no specific risk management approach 9001:2015, the technical committee has determine the risks and opportunities that or methodology is prescribed, the organization admitted there are a number of changes, need to be addressed for its given context. may want to consider using ISO 31000:2011 with some significant. ‘Risk thinking’ is This is in order to provide assurance that – Risk Management. to be embedded, together with enhanced requirements for planning and performance evaluation. To help organisations with the transition to the updated standard, guidance documents have been rumoured. BREAKFAST MEETING- ISO 9001:2015 OVERVIEW As a start-up, ISO9001:2015 - RISK-BASED THINKING The GSFB will be organising where do you Breakfast Meetings early in An insight into one of the new ISO the new year to inform ISO9001 9001:2015’s requirements regarding risk users of the changes and how to is described. ISO 9001:2015 embeds risk- implement them over the three want to end up? based thinking throughout the management year span. system, including as an essential component
of planning and context. Find out how EY’s 7 Drivers of Growth can help ED 0616. Reserved. All Rights Limited. © 2015 EYGM No dates have been set as yet but anyone interested should your business grow from start-up to market leader. How can organisations determine their email the GFSB [email protected] ey.com/acceleratinggrowth #LegacyBuilders risks and opportunities? to register on the ISO9001:2015 Here is an interpretation of ISO 9001:2015 Overview. clause 6.1, intended to help understand what it means for quality professionals and auditors:
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