Jason Atherton M a Y the Chef-Restaurateur on His Plans for 2015 a Rterl

Hotel Services

Supporting your business

Plus... how to deal with negative user feedback

march’s finest fresh produce

the business case for accessible tourism

g a zine Jason Atherton m a y the chef-restaurateur on his plans for 2015 a rterl

in association with Your exclusive AA Qu AA exclusive Your issue 37 2015 spring 37 issue Informed... Window Remember to complete stickers your questionnaires for 2015

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Tick as appropriate Please note: Applicants are reminded Managing Editor,The informationLifestyle Guides, I return AA on thisPublishing questionnaire at the is, return to the address best of my above. knowledge, Alternatively correct. you may write to Date Annual classification certificates provided in connection with, the relev Date Basing View, Basingstoke RG21 4EA ...... the use and promotionumer Protection of, and thefrom services Unfair to ensure that they comply with all applicable regula...... Proprietor Trading Regulations 2008 (as amended f rite to the AA’s theData first Protection instance Officer please atwrite Fanum to: blishment and (b) the need to meet Tenantany requirement(s) arising under the Equalityant establishment. This includes, for example Manager rom time to time) are not breached as IMPORTANT: This form...... generates your gazetteer entry in the Pub Guide (published in September 2015), your entry on Director tory and other requirements regarding the us Signed with all applicable regulatory and other requirements regarding The information I return on this questio Act 2010 (as amended or replaced and without limitation, (a) the need to theAA.com and other products such as apps , for example and without limitation, (a) the need to ensure that the Cons Other ...... a result of any description/endorsement a By now all establishments will have received, breached as a result of any description/endorsement...... applied to the esta Print name (BLOCK CAPITALS) from time to time). e and promotion of, and the services replaced from time to Other time). nnaire is, to the best of my knowledge ensure that the Consumer Protection from Director ...... Please note: ApplicantsTick as appropriateare reminded to ensure that they comply ...... Signed ...... pplied to the establishment and (b) the provided in connection with, the relevant establishment. Manager This includes ...... , correct. Tenant the best of my knowledge, correct. Tick as appropriate Unfair Trading RegulationsProprietor 2008 (as amended from time to time) are not ...... need to meet where applicable, their annual classification any requirement(s) arising under the Equality Act 2010...... (as amended or Date The informationPrint I returnname on(BLOCK this questionnaire CAPITALS) is, to Owner Manager Date Head Chef ......

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Tick as appropriate Manager ...... Landlord Owner Please direct any queries regarding your certificates ...... Print name (BLOCK CAPITALS) to [email protected] or call 01256 844 455 In March and April, B&Bs, hotels, restaurants • Make sure you send it back by the required and pubs will receive a reminder to fill in their deadline (even if there are no changes). questionnaires and return them to the Advertising deadlines AA Lifestyle Guides team. Hotels and B&Bs: Enhance Maximise your exposure and impact in the 2016 For the benefit of our readers, we only publish Your Establishment Page on AA Lifestyle guides by having 1 or 2 images with the most recent information. If an establishment your entry or by booking an advert. does not return a completed questionnaire, their AA.com with up to five Images For more information contact the advertising latest details will not be printed in our guides or Please make sure you are maximising your sales team on 01256 491 546 or email appear on theAA.com. Non-returners will receive presence on theAA.com by sending us 5 images [email protected] a reduced entry. We would ask you to email the following GUIDE Booking Deadline When you receive your information, along with your images, to questionnaire [email protected] Pub 17 March 2015 • Read the covering letter and questionnaire Restaurant 27 March 2015 carefully • The name of your establishment • Check your details and amend as necessary • The postcode of the property Hotel 28 April 2015 • Pop it back in the post using the reply-paid • The establishment number if you know it B&B 12 May 2015 envelope provided (except for establishments • 5 high resolution images (preferably jpeg C&C 24 July 2015 in the Republic of Ireland) format) in landscape configuration

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2 | AA Hotel Services | Spring 2015 AAhotels.com CONTENTS Welcome notes 4 Top hospitality stories from The Caterer A warm welcome to our first 2015 edition of I have been impressed by the number of 5 What’s in season: March’s In Touch, your quarterly magazine businesses that continue to reinvest in best fresh ingredients produced in conjunction with The Caterer. their products and their teams. It is this As we look forward to another busy year for proactive, quality approach that will 6 The latest AA Rosette winners the hospitality industry, the magazine is ensure our industry continues to thrive full of articles that we hope will both inform whatever the market conditions. 7 Enter the AA Hospitality and help you and your business. At this time of year we start to look for So what does this year hold for our our annual award winners – we have Awards 2015 industry? At the recent Master Innholders various awards now open for nominations 8 Spotlight on the Lord Crewe annual conference the quote “Optimism and applications on our new awards tempered by uncertainty” resonated with website www.aahospitalityawards.com Arms in Northumberland me. Optimism given the positive global and I would encourage you to enter. hospitality outlook, strengthening UK Finally we have a number of excellent 9 Interview with economy and continued growth of partnerships to help your business. Please Kenny Atkinson inbound international tourist arrivals; do have a look at PSL allergens software uncertainty in a general election year. which is excellent, BriefYourMarket 10 What can we expect of the Whatever unfolds we do know the multi-channel marketing system to recruitment market this year? hospitality industry is one of the most maximise sales and customer interaction robust and continues to deliver growth. and Eviivo’s online booking platform. 12 Interview with Jason Atherton 17 How to deal with negative Simon Numphud Head of AA Hotel Services user feedback 18 We talk to the AA Friendliest B&B Award winner

22 The business case for As Simon quite rightly points out, the interviews in In Touch. accessible tourism outlook for 2015 is indeed looking Jason talks about his planned openings promising. In spite of our forthcoming in Dubai, New York and Sydney this year, 23 Reaching out to the right staff general election, operators up and down as well as the two further projects he has the country have been reporting a great planned for London – Social Wine & Tapas start to the year, and long may that in June and Sosharu in December. 5 8 continue. Also in this issue, we catch up with If The Caterer’s mailbag is anything to Kenny Atkinson, whose House of Tides go by, openings this year have been restaurant in Newcastle was awarded coming thick and fast, particularly from the three AA rosettes in January, less than a casual dining market, and particularly in year after opening, and we also speak to the regions. It bodes well that so many Irene Nixon, owner of River Garth in leading operators feel that this year is ripe Penrith, winner of the AA Friendliest Bed for expansion. and Breakfast Award 2014-2015. Of course, one restaurateur who not Further advice on the new allergen only is expanding apace in London, but regulations, accessible tourism and what also globally, is Jason Atherton, who kicks job roles are likely to be in huge demand off the first in a new series of featured this year also make insightful reading.

Amanda Afiya Editor 12 The Caterer Have you joined thecaterer.com yet? www.thecaterer.com HAVE YOU joined YET?

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SIGN UP FOR FREE NOW visit www.thecaterer.com/register Top hospitality stories Tourist spend predicted development of a 16,500 sq ft spa to increase by £1b in 2015 Each week, The Caterer and at the four-AA-star Coniston hotel Britain can expect a £1b boost in www.thecaterer.com bring you the in Skipton, North Yorkshire. spend from overseas tourists The spa is located adjacent in 2015, according to forecast most important news from around the to the 71-bedroom family-owned figures from national tourism hotel, and will include a 15m body VisitBritain. hospitality industry. Here’s a selection swimming pool, thermal suite, gym, Efforts to sell Britain to key dance studio, relaxation and dining international markets and a of stories about AA members from areas, and an outdoor pool. simplified visa system to encourage the past three months The spa will create 35 jobs and more high-spending tourists from is set to open in late autumn. China are reported to be making a significant impact. The Goring closes for As a result, inbound tourism lobby refurbishment spend is expected The family-owned Goring hotel to increase by in London has closed its doors to 4.5%, with visitors guests for the first time in its 105- from overseas year history, while it undertakes a expected refurbishment of its front hall. to spend £22.2b Interior designer Russell Sage is – an increase of almost £1b on overseeing the transformation of 2014, with spend forecast to be the space, which will feature hand- £21.3b for last year. painted Fromental wallpaper in a silver, grey and white design and Slater to step down as MD new reception desks created by of Chester Grosvenor Manbourne cabinet makers. Jonathan Slater is to retire “We are aiming to introduce a as managing director of the glamour into the front hall to match five-AA-star, 80-bedroom Chester the glamour of the bedrooms,” said Grosvenor at the end of March after David Morgan-Hewitt, managing 30 years in the role. director of the five-AA-red-star, He described his tenure at one of 69-bedroom hotel. the North West’s most iconic hotels as “an enormous privilege” and praised the support of his team during what has been an exceptionally successful career. “I turned 60 last year and we received a Michelin star for the 25th consecutive year. 2015 marks the 150th anniversary of the hotel and so this seemed to me to be a Jonathan Slater fitting year in which to step down Brend Hotel Group and hand over a hotel that is in to launch in-house such a strong position,” he said. Rockliffe Hall spa room with a glass-fronted sauna apprenticeship academy Slater, who won the Manager of to expand cabin, fire pit, water feature and Family-owned company the Brend the Year Catey in 2002, joined the The award-winning spa at the landscaped gardens. Hotel Group is to launch its own hotel at the age of 28 as general five-red-AA-star, 61-bedroom Liz Holmes, spa director at apprenticeship academy, with manager and three years later was Rockliffe Hall, near Darlington, is Rockliffe Hall, said: “The Spa all training taking place at its promoted to managing director. to undergo an expansion with the Garden will really make the resort flagship four-AA-star Saunton Jeremy Newsum, executive development of outside facilities. the go-to place in the north of Sands hotel in Devon. trustee of the hotel’s owner Work is already under way on England as it is going to be the only The 11-strong group, which Grosvenor Estate, said: “Jonathan the creation of a 200 sq m Spa one of its kind.” currently has 60 apprentices, has established an international Garden, which will encompass a will offer vocational training to all reputation, both for the hotel hydrotherapy pool with massage Coniston hotel announces apprentices on site at the hotel, and for himself as an hotelier. We features, jacuzzi, under-floor heated spa development instead of the students leaving are enormously grateful to him decking and lounge areas, a garden Work started this week on the to attend local colleges. for his contribution over so many years.” Slater will remain involved with the Grosvenor Estate in a strategic consultancy role and he will also continue his association with Oddfellows in Chester, the 18-bedroom boutique hotel managed by the Chester Grosvenor. A second Oddfellows is to be How the Spa developed in a Victorian property in Garden will look Cheadle, south Manchester.

4 | AA Hotel Services | Spring 2015 AAhotels.com What’s in season Fresh food produce supplier James Wellock can’t wait for the arrival of March and all the ingredients it brings y a rne Jim v Jim

he run-up to March is so exciting, as “There should be an abundance of wild garlic leaves we will have some sensational prod- T ucts throughout the month. and wild leek... Combine these with local spring Morel mushrooms, my favourites, epito- lamb and you do not have to be a rocket scientist mise this, and we are waiting for the Turkish weather to be kind so they can be sent to us. to start envisaging the most amazing dishes” A highlight of my year is going to Paris to meet our mushroom man and greet the first As we head through the month the eager- because all these will peak this month. arrivals. The aroma and texture as you pick ness for the first white asparagus will build. Strawberries will start to take the lime- them up is very special but these mush- It amazes me to see the frenzy in the mar- light, with French Gariguette and Mara de rooms come at a price. There will also be kets in France as people try to get the first Bois. You only have to walk past the green- South African ceps, which may lack flavour arrivals and the prices they are willing to houses to see the passion the grower has for compared with the European crops, but pay. Wye Valley is the UK’s answer to early these. Packed in straight lines in wooden they’re firm with a guarantee of no maggots. season asparagus, and it will have both boxes, you know you are getting the best. There’s certainly a lot of podding to do as green and white varieties in March. In March, produce begins to get back to we will have fresh Italian garden peas and There should be an abundance of wild tasting how it should. Examples of this in- broad beans. Also, from Mont Ventoux, are garlic leaves and leeks in your local woods clude spring fennel, which will have so haricot rouge beans, an amazing white and down by the river, with Egyptian and much more of an aniseed flavour, and rock- bean with crimson flecks – truly stunning. then French wet garlic arriving in the mar- et, which will have a strong, peppery flavour Indoor-grown Jersey Royal new potatoes kets. Combine these with spring lamb and once again. will be available. They are expensive at the you do not have to be a rocket scientist to Baby salad leaves just get better. This start of the season, but I think they lack fla- start envisaging the most amazing dishes. year, after development, we have added vour compared with the outdoor crop. Moving on to fruit, we are spoiled for baby escarole and wasabi rocket to our list Local indoor spring cabbage is a real treat choice. Still going strong is the Yorkshire of 12 varieties. The options here are endless and so tender – for me, this is better than forced rhubarb, blood oranges and Passe and they will take your salad offering to a the outdoor crop and a real must. Crassane pears, but get them while you can different level after the winter.

AAhotels.com Spring 2015 | AA Hotel Services | 5 new AA Rosettes The following restaurants were newly awarded AA Rosettes in January. The higher AA Rosettes, awarded just twice a year, celebrate the exceptionally high standards of cuisine that these restaurants offer

Four Rosettes three-Rosette for The restaurants Burlington Restaurant in Bolton Abbey City Social – London Fera at Claridge’s – London Just one restaurant, the Burlington restaurant in Bolton Abbey, has The Five Fields – London been awarded the prestigious Fonab Castle Hotel – Pitlochry accolade of four AA Rosettes. This The Goring – London award shows intense ambition, a passion for excellence, superb Gravetye Manor – Turners Hill technical skills and an appreciation Hampton Manor – Solihull of culinary traditions combined with House of Tides – Newcastle a desire for exploration and improvement. Little Social – London London House – London The Lord Clyde – Kerridge, Macclesfield Merchants Tavern – London New Angel – London Rivea, Bulgari Hotel & Residences – London “We are delighted to recognise our latest collection of restaurants Storrs Hall – Windermere that have moved into the top 10% of the AA Rosette Scheme. These Swinfen Hall – Lichfield awards reflect the growing strength and depth of top quality Timberyard – Edinburgh restaurants across the UK and in particular the numerous impressive Tiroran House Hotel – Isle of Mull London openings over the last 18 months.” Typing Room – London Simon Numphud, Head of AA Hotel Services The Wild Rabbit – Kingham

James Bumpass, head chef at the Three Salmons hotel in Usk, Monmouthshire, Establishments feel pride is was selected from the prize draw from the most important aspect of the AA Rosette survey being awarded an AA Rosette When I joined the Three Salmons five years We sent out a survey to all establishments with one or more ago we quickly gained one AA Rosette. Over AA Rosettes, asking them for their views on the benefits of the last five years we have worked tirelessly the AA Rosette scheme. developing our team, menus and working with fantastic local suppliers and this has resulted in some great changes for us all. Our 90% 40% position within the scheme has now improved said pride was the most felt it helped with and the whole team is phenomenally proud to important factor staff retention be one of only 54 restaurants in Wales to hold two AA Rosettes. Being involved with the scheme helps define % % where we stand in the marketplace. It helps our 84 31 staff work towards better standards and it helps felt motivation was the said it helped with diners find us when they are searching for a most important factor staff recruitment specific standard of food and service. I have personally worked with the AA for around 15 years now and I take great pride in 42 % 30% being the driving force behind a team that has said it helped felt it helped maintained two AA Rosettes for five years. The scheme helps me push for personal consist- deliver extra revenue to increase ency and continue my passion for great food. and covers sales overall

6 | AA Hotel Services | Spring 2015 AAhotels.com Enter the AA Hospitality Awards 2015

AA Chefs’ Chef of the Year policy in a variety of areas that include improving Housekeeper of the Year Award efficiencies in consumption, waste and recycling to make a positive contribution to reducing the A popular and coveted title, this offers all AA impact on the environment. Rosette-awarded chefs the chance to decide Download the nomination form at Do you have an excellent housekeeper? For the which of their peers deserves this respected aahospitalityawards.com/nominate eighth year, AA Hotel Services, in partnership recognition of their performance over the past 12 Nomination deadline: 1 May with Northmace & Hendon (designers and months, and their continued commitment to the manufacturers of professional hotel bedroom profession. AA Spirit Award products) with customers in more than 100 Download the nomination form at countries worldwide, will be awarding the title of aahospitalityawards.com/nominate AA Housekeeper of the Year to one individual. Nomination deadline: 10 April This award is open to any AA-recognised The award recognises outstanding commitment establishment that serves spirits. It seeks to and performance, identifying a housekeeper AA Eco Award and Eco Group Hotel of the Year highlight a hospitality business that really who goes above and beyond the call of duty. champions spirits through its product offerings Download the nomination form at and service, promotes customer awareness and aahospitalityawards.com/nominate The AA Eco awards acknowledge one knowledge and is passionate about both Nomination deadline: 30 April independent establishment and one hotel group pre-dinner and after-dinner guest experiences. that have both demonstrated a clear Download the nomination form at commitment to sustainability. Eligibility for the aahospitalityawards.com/nominate award must be proven through good practice and Nomination deadline: 10 April New look for awards website! Visit the new website – aahospitalityawards.com

AAhotels.com Spring 2015 | AA Hotel Services | 7 Spotlight on... Lord crewe arms REDISCOVER THE ince its relaunch in April 2014, the Lord impressive baronial flavour, with dapper flour- Crewe Arms – situated in the heart of the ishes recalling monastic times, running right LORD CREWE ARMS Smedieval village of Blanchland, on the through the Abbot’s Larders and into the Northumberland-Durham border – has been vaulted Crypt bar as big log fires charge up the cutting quite a dash as a top-quality 21 bed- mood for easygoing eating and drinking. AT BLANCHLAND IN room country hotel/posh pub. The first floor boasts a high-ceilinged din- Yet its hospitality credentials can be said to ing room looking out to the moors across the NORTHUMBERLAND – A stretch back for almost 850 years to when it hotel’s garden (once the Abbey’s cloisters) with was part of Blanchland the Dorothy Forster Room BUILDING SYNONYMOUS Abbey, dating back to 1165 next door welcoming private and the ‘white monks’ of Pre- Calcot Hotels’ events for up to 14 guests. WITH HISTORY montre in Normandy. What revitalisation of the An adjoining row of cot- were once the Abbot’s resi- Lord Crewe Arms tages with seven bedrooms dence, guest house and forms one flank of a very Abbey kitchens were later respects and pretty three-sided courtyard. converted into a manor embraces its past Across the road from the house. In 1709, Nathaniel, main house is what in for- Lord Crewe bought the while also making it mer times was the village’s estates of Blanchland and highly relevant for temperance hotel which was Bamburgh from his wife’s called the Angel of Temper- family. Bishop of Oxford, current times ance and later became a sec- then of Durham for 47 years, he enjoyed close ond pub. Now known as the Angel, it houses links to the throne. It was shortly after this the remaining 10 bedrooms over its three death that the now Grade II-listed property floors. first started to operate as an inn. Calcot Hotels’ revitalisation of the Lord The Lord Crewe Arms has been reinvigor- Crewe Arms respects and embraces its past ated, thanks to an extensive, two-year remodel- while also making it highly relevant for cur- ling of the property by Calcot Hotels – owner rent times. Equally, a real sense of the sur- of Gloucestershire’s Calcot Manor, Barnsley rounding area of the Northern Pennines is House and the Village Pub. reflected within the property. The manor house – which now forms the The Lord Crewe Arms hub of The Lord Crewe Arms – is arranged The Square, Blanchland, Consett DH8 9SP over three storeys and offers four guest bed- Tel: 01434 675 469 rooms. Its ground floor is defined by an www.lordcrewearmsblanchland.co.uk

8 | AA Hotel Services | Spring 2015 AAhotels.com Interview with... Kenny atkinson

Name Kenny Atkinson Restaurant House of Tides Position Chef-patron

How did you get where you are now? It has taken a lot of hard work, passion and sacrifice, with time spent away from my family in order for me to follow my dream. Working with top chefs such as Hywel Jones, Dean Selby, Simon Hulstone and David Ali has been vital for me in learning different styles and techniques so I could develop my own style.

Who is your greatest inspiration? All the chefs I’ve worked for have inspired me and played their part in moulding me into the chef I am today, but Hywel Jones and Dean Selby have been instrumental. My time with Hywel, when he was head chef at the Mandarin Oriental Hyde Park in London, seriously opened my eyes to food, technical skill, respect of the produce and sheer passion for cooking. That put me on the path to becoming the chef I am today. Dean, who was head chef at the Greenway Cheltenham, taught me about man management. He really instilled a teamwork vibe into the kitchen, where every member of staff was important to its success. In 2002 Dean sadly passed away at the age of 31 due to cancer, but I will never forget my time with him and I’ve installed the same ethos that he strived for in every kitchen I’ve managed since.

What are your top tips for an aspiring chef? Go into each job as a sponge – soak up as much knowledge as possible, write everything down, eat out as much as possible. You need to understand the whole concept of dining.

If you weren’t a chef, what career would you have chosen? I’d probably be a police officer.

What has been your greatest career achievement to date? Winning Great British Menu in 2009 and 2010 was unbelievable – this catapulted my career into a whole new direction.

What is your favourite ingredient? British beef, without a doubt.

What would be your ‘last supper’? It would have to be my wife Abbie’s beef stew followed by her raspberry trifle.

Where do you eat on your nights off? My nights off tend to be a Sunday and Monday, when a lot of places are closed, but I do enjoy going to Lane 7 in Newcastle with Abbie. Chris Finnegan [ex-Le Manoir] has taking the reins at this new Americanised bowling alley concept, and the food is phenomenal – good, simple but well-cooked food, from pulled pork to beer can chicken.

AAhotels.com Spring 2015 | AA Hotel Services | 9 The ones to watch As we put the recruitment market under the spotlight, Ketsuda Phoutinane asks operators what job roles they expect to be in demand this year and how they plan to attract the best talent

Sean Wheeler, whereas it’s a grind to find chefs. I tend to area director of go through databases and almost headhunt human resources, the people. Dorchester, Coworth In the industry I imagine there might be Park and 45 Park Lane a lack of senior management, as we are ex- As the number of hotels periencing a high volume of restaurants. It opening in London con- seems like there are two or three mid to tinues to grow, there is higher-end restaurants opening a week in plenty of choice for good candidates. With London. this challenge for employers, retention of Pastry chefs are snapped up quite quickly talent will remain a priority. Companies as it is a technical and specialised art. The need to have strong succession planning people who do pastry tend to go towards and career development to keep their cur- restaurants that are very creative and tech- rent and future talent. nical. Generations Y and Z have a different We didn’t used to have so many commis mindset from other generations, so manag- chefs and the commis level was not such a ers need to engage especially closely in big thing, but we feel now that it may be their development. better to bring people in at a lower level and The key for recruiters is speed. Those do more training and internal apprentice- who get there first will get the best candi- ships. It’s been a fantastic success. We train dates. My advice would be to try and ar- people at college once a week as well as range to have interviewees seen by key internally. stakeholders on the same day so you can make an offer quickly. Julia Murrell, director Also, firms will still need to communicate of human resources, why they are the best place to work. Employ- Belmond Le Manoir ers must ensure they stand out from the aux Quat’Saisons crowd and have a compelling offer. The economic climate is When recruiting, don’t just think about one of the important the job they have applied for today, think challenges. It is not al- of the largest and most competitive pools of about their potential for tomorrow. And ways financially viable talent and they have become a large part of you’ll need to keep close to what your com- for people to apply for jobs and people can- recruitment strategies. Company recruiters petitors are paying. I’d advise benchmark- not always afford to relocate. need to put themselves in the shoes of the ing yourself and promoting the total pack- Another difficulty is deciding whether an jobseeker and take Generation Y thinking age, including free meals, uniform, bonus employee needs to be replaced and when to be into account, as they are often the largest and staff discounts. in-line with the business needs of each com- pool of applicants. pany. With regards to talent shortages, more Joad Hall, head of recruitment, It’s important to ensure a strong recruit- people leave when departments are already Hawksmoor ment process, which means getting the short-staffed, which can create a hamster- A big problem we have in London is a lack of right people who are interested in doing the wheel effect where you are constantly re- skilled labour at the chef de partie level. types of work available and people with cruiting. It’s important to consider a combi- There has never really been a culture for it in confidence and employability skills. UK nation of initiatives, including the the UK until about 10 years ago. It is taking immigration policy makes it impossible accessibility of career websites, engaging time to get people to develop their skills. to consider non-EU applications most of people using social media, developing a If I put an ad out on a job board for a the time. talent bank and keeping in touch with waiting position, my inbox explodes, Schools, colleges and universities are one potential future roles.

10 | AA Hotel Services | Spring 2015 AAhotels.com Ester Riordan, HR director, Amadeus The key recruitment challenges will be attracting a skilled workforce, particularly as economic changes have resulted in lower unemployment levels. We will look to recruit experienced chefs and customer-focused hospitality and catering assistants to support new business wins at regional venues, as well as an ex- tended range of service provision at exist- ing venues, including weddings and con- ferences. Our apprenticeship programme in partnership with Solihull College fills some of the front-of-house roles while offering local young people the opportunity to gain experience in the industry. This February we launched a new apprenticeship scheme for chefs, which will add fresh new talent to our kitchens. We are also looking to convert some zero- hours contracts into more permanent con- tracted hours as there is more consistent, planned business at the NEC, the ICC, LG Arena and Barclaycard Arena.

Aideen Whelehan, HR manager, Lancaster London From a hotel point of view, we always struggle to compete with restaurants on salaries and pay- ments. It is an ongoing issue, especially with chef recruitment. We really aren’t perhaps as competitive as we need to be. As an industry we need to change the stigma that housekeeping is easy, with no “The key for recruiters development opportunities. Housekeeping manager and executive housekeeper are is speed. Those who well-paid positions and can often lead to ho- get there first will get tel manager or general manager roles. Candidates for hotels are expected to have the best candidates” the right attitude and the right drive. They should show it is all about the guest. In re- Sean Wheeler, the Dorchester, cent interviews young candidates have Coworth Park and 45 Park Lane struggled to demonstrate that, which could be because they do not have the experience. I hope apprenticeships will increase and they will draw young and inexperienced Liz McGivern, We started a chef apprenticeship scheme people into the industry. They give so much vice-president of two years ago, which is running well, and to young people who maybe do not know human resources, we will also be looking to do the same for what they want to do. Red Carnation Hotels housekeeping staff. The war on talent has been a point of dis- The competition for tal- Wine waiters and sommeliers are also in cussion for the past 10 years. Companies, if ent doesn’t get any easier, short supply, as are junior sous chefs and they are clever, will go to universities and and I would expect this chefs de partie, and this pushes up salaries. schools and generate interest. The food and year to be at least as dif- Pay has jumped up for chef de partie roles beverage department is where we saw the ficult as last year – both in recruiting and by £2,000-£3,000 per year. Waiting staff most turnover. We are recruiting more in that retaining excellent people. Applications for salaries are also on the increase. area, so it was the most competitive for us. certain positions can be abundant, but it Our Recommend a Friend scheme has We are involved in salary services, so we doesn’t necessarily follow that the quality increased every year, and this past year has know what our competitors are paying. is good. been our most successful with this initia- Usually, once we decide on the recruitment In 2014, the positions we mostly recruit- tive. I started off an alumni programme two packages, unless there is a strong argu- ed for were for waiting staff and room at- years ago and this has played a big part in ment against, we try to stay true to what we tendants. I would expect this to be the same recommendations, as well as people return- decided in the first instance. We base our throughout 2015. ing to work for us. decisions on the industry norm.

AAhotels.com Spring 2015 | AA Hotel Services | 11 Hard work beats talent when talent doesn’t work hard, so the saying goes, but chef restaurateur Jason Atherton proves that if you combine a natural culinary gift with strong work ethics in hospitality, you can achieve anything. Janie Manzoori-Stamford reports

Interview with... JASON ATHERTON

12 | AA Hotel Services | Spring 2015 AAhotels.com ason Atherton’s life in the hospitality industry has seen him work with some of the Jbiggest names in the chef world. He’s been in the kitchen alongside Pierre Koffmann, Nico Ladenis, Marco Pierre White, Stephen Terry, Oliver Peyton, Ferran Adrià and, of course, Gordon Ramsay. But anyone who thinks that such impressive culinary credentials must by themselves bring success should think again. Atherton has arguably one of the strongest work ethics in the industry, and it most likely sprung from his humble beginnings in Skegness, where summers were spent getting up at 5am to look after the donkeys on the beach. Today Atherton is at the helm of a global restaurant empire that turns over almost £70m a year. In the five years since he opened his first restaurant, Table No 1 in Shanghai, he has launched venues in Singapore, Hong Table No 1 Kong and London, taking his restaurant count to 14. With five more in the pipeline for 2015, including his first ever ventures in Dubai, New York and Sydney, as well as two more in Lon- don, Atherton’s energy and ambition show no sign of waning. Although he is adamant that there’s no secret to success, his advice is simple. “It’s important to just put your head down and work really hard,” he says, “try your best and make sure that you can inspire the people around you as much as possible to do a good job, while putting the customer at the fore- front of it all.”

Guests first Knowing and meeting the needs of your audi- ence is a particularly piquant undertaking for a man with responsibility for such diverse operations. A single road in London, Pollen Street, offers a prime example of the skills range of Atherton and his team. The refined contempo- rary dining of Pollen Street Social may not be in the same space as classically comforting bistro Little Social (recent recipient of three AA City Social rosettes) on the other side of the road, but the two restaurants share more than just a postcode – they both have a passion for people pleasing that is apparent across the business. doing the right thing “Be customer-focused whether you’re doing an all-day dining concept like Berners Tavern Jason Atherton was appointed a trustee of Hospitality Action (HA) last September, but his or doing something at the top of a building, involvement with the industry charity stretches back much further. Atherton has previously taken like City Social,” he says, referencing two more part in a Great British Menu-themed fundraising dinner alongside fellow celebrity chefs Tom Kitchin sites in his London portfolio. and Glynn Purnell in aid of the charity. He also held a preview of his restaurant Social Eating House Berners Tavern, housed in the London Edi- in 2013, which raised £29,000. tion hotel and the chef’s first collaboration A keen believer in giving back to the industry in which he’s made his name, Atherton’s with hotelier Ian Schrager as well as the AA’s benevolence has consequential business benefits, being just one of the myriad ways he strives to London restaurant of 2014, and City Social, inspire his team. With an ever-growing team around the world in 14 restaurants and counting, he’s which opened in partnership with Compass got his work cut out, but it’s a challenge he rises to every day. Group’s executive dining brand Restaurant “You can inspire by being a good, stand-up person in the industry and giving back,” he says, Associates last May, also picked up three “by inspiring people on a day-to-day basis and just having as much contact as you can with as AA rosettes each at the start of the year, repli- many people as you can. Go into as many briefings as you can and give people that access to you. I cating the swift critical success achieved by still work in the kitchens every day. Atherton’s previous launches. “We look after our suppliers, our work colleagues and our customers, and then we look after While accolades are never guaranteed, they ourselves last. That, so far, has been the key to our success.” are by no means the main priority for this Atherton will be opening up six of his London restaurants for a fundraising lunch with matched business-savvy chef who insists that the num- wines on 7 June. A guest chef will be cooking at Pollen Street Social, Little Social, Social Eating bers need to work before he can begin even a niel

D House, Berners Tavern (private dining room for 50), City Social and Social Wine & Tapas (due to contemplating an idealist approach to his open on 8 June). operations. R or y

For more information, contact Astrid Wears-Taylor at [email protected] “If you buy something to sell something, ▲ ge by ge

im a you’ve got to make a profit, and obviously that

AAhotels.com Spring 2015 | AA Hotel Services | 13 Typing Room

Little Social Berners Tavern

Aberdeen Street Social

▲ gets a lot more complicated in the restaurant industry because you’ve also got to consider rent, rates, staff costs, food, beverages, utili- ties, maintenance, breakages… you name it,” he explains. “It’s all got to be in there before you start doing anything sexy like ordering uniforms and writing menus. You’ve got to make sure your business stacks up.” Once Atherton and his team have got that Keong Saik Snacks licked, the next step, he says, is to get their heads down and do what they do best: looking after guests, serving great food and giving will always be a common thread, you’ll never that wants to cook 30 covers a day into a 250- great service. find Atherton’s name above the door. cover Berners Tavern type of environment However, the exponential growth of this But how does the next restaurant concept because it’s never going to work. global restaurant group is not merely a money- come into being? And how does the head “Once all those things fit together neatly in spinning exercise. Atherton has always been chef who’s already been lined up figure in a nice glove and everyone, including the man- open about his team’s contribution to the com- those plans? ager and the sommelier, are really comfortable pany’s success, and growth allows him not “It’s normally the city first, whether it’s Lon- with each other, we can then start to work only to retain talent but also to provide oppor- don, New York, Dubai or wherever. Then it’s around those frameworks.” tunities for development and the realisation of the weather – people always forget about the ambitions. The next project on the horizon is weather,” Atherton explains. “The chef going social whirl always considered with one of his chefs in in is also very important. What is their skill The next restaurant on the agenda for mind, so it’s hardly surprising that while atten- set? What are they good at? What do they Atherton looks set to be called Social on tion to detail, service and gastronomic delight enjoy? It’s no good trying to squeeze in a chef Madison, a collaboration with US restaurateur

14 | AA Hotel Services | Spring 2015 AAhotels.com social club

Timeline of Jason Atherton’s restaurant openings:

l Table No 1 Shanghai, May 2010 l Pollen Street Social London, April 2011 l Esquina Singapore, January 2012 l Pollen Singapore, June 2012 l Keong Saik Snacks Singapore, September 2012 l 22 Ships Hong Kong, October 2012 l Little Social London, March 2013 l Social Eating House London, April 2013 l Berners Tavern London, September 2013 l Commune Social Shanghai, April 2013 l Ham & Sherry Hong Kong, December 2013 l Typing Room London, April 2014 l City Social London, May 2014 l Aberdeen Street Social Hong Kong, May 2014 l Marina Social Dubai, due 2015 l Social on Madison (collaboration with Stephen Starr at New York Edition) New York, due May 2015 l Unnamed venture Sydney, due summer 2015 l Social Wine & Tapas London, due June 2015 l Sosharu Ham & Sherry London, due December 2015

“We need to work with our natural fisheries, “I hope chefs start our inland lakes, our trout and salmon farms, to understand that new sustainable British products like English caviar. Dairy farming went through a real sustainable British crisis in the last four or five years and we have some of the best dairy in the world. We don’t products are our want to lose that. I hope that chefs really start future, not the next to understand that that’s our future, not the next crazy trend or burger.” crazy trend or burger” Atherton may seem a far cry from the determined 16-year-old who ran away to London to Stephen Starr that will be housed in Schrag- This pipeline of projects is typically varied follow his dream of becoming a “competent er’s new Edition hotel on Madison Avenue in but Atherton is anything but a chaser of trends. cook”. Now, aged 43, he is enjoying the fruits New York when it launches in May. His chief interest lies in the produce and his of his labour, while his mission to improve is After that, we can expect to see Social Wine concern is protecting the future of British ongoing. It’s an ethos at the heart of his busi- oci a l S y & Tapas in London’s James Street opening in farming, a cause that he is able to champion ness and one that young chefs, fresh out of

ce C it ce June, an as yet unnamed venture in Sydney to even greater effect as a food and drink catering college, would do well to emulate. y scheduled to be in business some time in the ambassador for VisitBritain’s GREAT Britain “Everyone is in a rush to be the next big teven Jo teven summer, and the Marina Social at the forth- campaign. thing and it takes a long time to be a great coming InterContinental Dubai Marina hotel. “It doesn’t matter if you cook Mexican food, chef,” says Atherton. “We have a saying in our on / S / on d And finally, there’s a Japanese restaurant Peruvian food, British food – it’s all got to company: if tomorrow we all tie our shoelaces ll L a ll y called Sosharu planned for Clerkenwell, come from the British Isles,” he says. “It’s better than we did today, we’re going to be a London, in December, with chef Alex Craciun important to look after our suppliers because better company to work for and we’re going to

John Ca re John at the helm. they’re the unsung heroes of our industry. be a better place to be.”

AAhotels.com Spring 2015 | AA Hotel Services | 15 5 Ways Hoteliers Can Use Automated Messages buy the best bubbly or treat themselves to get really savvy. Create lists of people based spa treatments. By using the right marketing on their demographics like age, lifestyle or You want to attract guests to your hotel at platform (like BriefYourMarket.com!) you can income and send them the perfect upselling the right time – but you don’t want to get reports that form a really rounded view message that’s appropriate to them and spend all your time designing cards, ﬂyering of who your VIP’s are, so you can treat them their interests. Spend some time on the data or writing articles. We know there is so as you would when they arrive. Try emailing and you can reap the beneﬁts. much you have to do, but there must be an them hints and tips, special deals and easier way? providing a really great experience – all at 5 The automated survey. At the end of the click of a button. every story is a resolution or a conclusion. A We recommend you automate whenever survey is the perfect way to put a full stop possible. Automation sounds cold and after your guest’s visit – and not only can clinical, but the fact is that when your you gauge how you are doing (or how the database is larger than a handful, you have reception team are handling pressure!) but to use technology to create a smooth you can also get some really hot ideas. Ask customer journey and engaging dialogue them casually if that murder mystery Doing it manually could lead to a day of evening for £89.99 in May is of interest – if chaos (and we all know that hotel guests they click yes – well, you now have a nice have that market cornered for you already!) warm lead to receive more information.

Automatin messa es isn’t about So there you have it; 5 easy ways you can simply sendin and resendin the automate your marketing to delight your same messa e over and over. customers or subscribers and get some juicy data for future events – simple! Even if you’re ticking all of the boxes - sending a welcome email, or resending when If you're interested in automating your you haven’t had a response, you also need to marketing across email, newsletters, SMS, give your emails a really personal touch. surveys and more - why not look into using BriefYourMarket.com? 1 The automated welcome email. Someone has decided to subscribe to your All AA members qualify for £300 o the newsletters, perhaps after a visit to your set up fee of a BriefYourMarket.com hotel, or when they are ‘scoping you out’, so system - to activate a free demo just call welcome them in! Explain when they will get Welcome 0344 800 84 24 and quote INTOUCH or communication from you, include an oﬀer if email [email protected] possible, and take time to show that you Reminder respect them handing over their details. Reward 2 The automated reminder email. Remind your guest of something and you Cross Sell instantly provide value and become their new best friend. We’ve seen hotels get great Survey results sending messages reminding guests to remember their swimming trunks or sending directions via SMS. How creative can you be? 4 The automated cross sell. You already 3 The automated VIP experience. You can have all the information you need about use your knowledge of your database your guests (especially if your marketing contacts to reward your VIPs – the people platform oﬀers you details of over 20million who come more than once a year, always UK households!), so this is where you can

16 | AA Hotel Services | Spring 2015 AAhotels.com The Best of Both Worlds: Star Ratings & Guest Reviews

id you know that TripAdvisor now includes AA star ratings on its UK prop- Derty pages? This offers guests a system that combines official AA accreditation with user-generated feedback. The AA rating provides a stamp of approval and a trusted, professional endorsement while TripAdvisor user reviews back up the star rating by offering guests a balanced and personal viewpoint. If you’re a B&B or independent hotel owner, the idea that guests can post unedited feedback in a public forum can be daunting. Posi- tive feedback can be gratifying but any business owner would find it hard not to take negative comments to heart. Fortunately eviivo has some simple tips for handling negative feedback.

● Firstly, don’t panic! You’re facing a situation that the vast majority of your peers in the industry encounter at some point.

● Don’t delete the review. Many platforms don’t allow you to do this anyway, but deleting the review will only aggravate the author. A post from them calling you out on having deleted their review will reflect far worse on your business than the review itself.

● Don’t let it get personal – when you draft a response, maintain a tone that is unemotional and professional. Don’t tell the author that you think their opinion is wrong, or uninformed, as this will give the impression that you are not taking their feedback on board.

● Don’t dismiss negative feedback outright. It’s possible things can be missed or just go wrong. If a guest is telling you that something needs to be addressed, take a serious look at whether there is some truth to it.

● Address each point of criticism individually to show you are taking steps to prevent the issue occurring again. This shows you are taking the criticism far more seriously than a response that says ‘We will look into the issues you have raised’.

● If you’re willing, offer an incentive to return to your property, such as a discounted rate for their next stay, but do so in private, with an email. Remember to still address their issues in the public forum though, so that other readers can see you reacting in a positive way.

For more tips on dealing with negative reviews, visit http://eviivo.com/my-bb/

AAhotels.com Spring 2015 | AA Hotel Services | 17 Perfect peace and friendliness Julia Hynard speaks to Irene Nixon, owner of River Garth, Penrith, winner of the AA Friendliest Bed and Breakfast Award 2014-2015, who says that welcoming people into her home has helped her overcome the trauma of the floods in 2005 and 2009.

rene Nixon ran two B&Bs in Penrith for many years, deciding to retire when she Imoved with her husband Brian to a bungalow on the south bank of the River Eamont in the village of Eamont Bridge. Six months later she realised she was bored and decided to open their new home, River Garth, to bed and breakfast guests. She missed the pleasure of looking after people and she still very much enjoys what she does. Just a couple of years ago she registered with the AA and went straight to a five-Star rating. Then she received the AA’s coveted accolade of Friendliest Bed and Breakfast 2014- 2015. Irene was chosen from a shortlist of 25 finalists, nominated by the AA’s hotel inspectors. Other categories include the Funkiest Bed and Breakfast and AA Guest Accommoda- tion of the Year. Irene is very much at home with people. She is a friendly but modest person with a highly attuned sensitivity to the needs of oth- ers. She enjoys nothing more than meeting and greeting the “wonderful people” who are her guests, and is entirely comfortable socialis- were flooded a second time and once more Moments that become memories ing and putting people at their ease. This they lost everything. Irene had worked A prospect of a riverside balcony proved a comes naturally to her – however, the press, extremely hard to build up her business and clincher for one of Irene’s guests, a profes- television and radio attention she’s experi- had made many friends who had returned sional footballer who, last year, was looking for enced since receiving the award last year is a year on year to stay with them and she was an appropriately romantic spot to propose to completely different matter! determined to carry on. his girlfriend. Irene was happy to advise on a It is several years since Irene opened the This time, when it came to restore the prop- good local restaurant, and Brian drove the cou- business at River Garth, but it hasn’t all been erty, Irene and Brian decided to make some ple there and collected them later. plain sailing. The riverside location, which changes and build upwards, higher above the Irene had a variety of drinks chilling in provides much of the property’s charm, has river. Sorting out the planning permissions expectation of a happy outcome. Sure enough, also made it vulnerable to some freak climatic and arrangements for raising electricity pylons she heard the explosion of excitement and conditions. In early 2005, the River Eamont and so on made this a protracted and frustrat- happy chatter and the newly engaged young flooded and the bungalow was badly affected. ing process. However, after 18 months in woman rushed in to show Irene the ring and At this point they hadn’t yet moved into the rented accommodation in Penrith, they to phone her mum and dad to share the good house, which they had earmarked for their had created an attractive retreat in the same news, and so Irene and Brian were included retirement, and they were renting it out. How- idyllic setting. in the celebrations. ever, it was full of their personal effects. Irene and Brian altered the house so that Not being a football fan, Irene hadn’t recog- Heartbreaking as it was, a flood like this was their living quarters were raised to first floor nised the footballer, and of course she would deemed only to happen once in 100 years, so level with a large garage area underneath. An never divulge his identity, but Brian clocked Irene and Brian set about the laborious busi- extra bedroom was built above the garage and him straight away. While definitely a sporty ness of putting the bungalow back to how it they now have three en suite guest bedrooms chap, Brian is more of a cricket fan and he had been before. Then they moved in, and which can be used as either single, twin, dou- umpires at weekends. He is always happy to after six months of retirement Irene asked ble or family rooms. The dining area provides chat to fellow aficionados among their guests Brian if he’d mind if she started doing bed and views of both the countryside and the river and and to show off his cricketing mementoes. breakfast again. He happily agreed. the first floor has four exterior balconies, mak- The B&B business is very much Irene’s. Three and half years later, unbelievably, they ing the most of the views. Brian works in haulage, but he is always happy

18 | AA Hotel Services | Spring 2015 AAhotels.com to lend a hand, carrying in luggage and so on, when her three children had left home she’d noise to disturb the tranquillity, but close and contributing to the warm and welcoming do it herself, knowing that it would suit her. enough to all the attractions the area has to atmosphere. Her employment choices prior to that have offer. A real plus is that the house is just a short stood her in good stead for the business, giv- walk from the lovely old market town of Pen- Getting your teeth into it ing her the right kind of experience for her rith, and that there are good pubs in the village Irene insists there are no negatives to running ultimate career. From school, aged 15, she that serve food. the business, but there is a funny side. She went to work in housekeeping at Floors Castle, Irene loves to see her guests relax and recalls the couple who were all packed up by near Kelso in south-east Scotland for the Duke unwind at the end of the day, and to enjoy her breakfast time, but returned to their room to and Duchess of Roxburgh. home and the delights of the area, with the clean their teeth before leaving. Mid-brush, Another important job for her, which Lake District to the west and the Eden Valley the husband received a call on his mobile helped develop both her customer service and and North Pennines to the east. phone, rushed to answer it, and then the pair interior design skills, was working for many made their goodbyes and headed off. When years at Horizon Tiles in Workington, for Mr Over and above, not over the top Irene went to service the room half an hour and Mrs Hodgson, from whom she learned a The best thing for Irene about running a bed later, she found the toothbrush still on the sink lot. She loved the shop because it was so beau- and breakfast business is meeting people and enmeshed with his dental bridge. tiful and had a great atmosphere, and had such providing a really good experience for them. The wife was soon back at the door to good outcomes in terms of customer satisfac- She likes to make sure that her guests are com- retrieve the invaluable face gear – her husband tion. fortable by attending to the little details, like a was mortified with embarrassment and stayed turn-down service, so that guests return each in the car – while the grateful wife and Irene Relax and unwind day to a tidy and inviting room. were able to appreciate the humour of the sit- Irene says has been blessed with the nicest of When I asked Irene for the secret of her suc- uation. people among her guests, including many reg- cess, she answered without hesitation: “Being ulars. She says she has no typical guest – they natural and being helpful.” She thinks the lit- The right kind of experience come from all around the world and all walks tle touches are important: hot water bottles on Asked why she’d gone into the business in the of life and might be travelling for business or a cold night, even though the rooms are well first place, Irene explained that her mother pleasure. The one thing they have in common heated, because they are comforting; provid- had offered bed and breakfast at the family is that they all appreciate the peace and quiet ing a complimentary laundry service; and home in the Scottish Highlands in the early of the location, by the river, a few hundred offering assistance, particularly to people from 1960s, while she’d been in her teens. She yards from the historic bridge that gives the overseas, to make the most of their trip with recalls with a chuckle that in those days it was village its name. advice on places to visit and things to do. As a £1 a night for a bed and a hearty Scottish They are at the edge of the Lake District, she puts it: “Going over and above, but not breakfast! She’d always had it in mind that away from the hubbub, and with no traffic over the top.”

AAhotels.com Spring 2015 | AA Hotel Services | 19 Living with the new EU allergen Be Allergen ready! regulations Exclusive 20% discount for AA members FIVE WAYS TO AVOID TRIPPING UP ON THE NEW RULES for What’s In My Dish, The UK’s leading The new EU legislation on Food Information came into effect in December 2014 allergen labelling platform in the UK. All food businesses from high street sandwich bars to luxury 5 star Visit www.whatsinmydish.co.uk and enter the voucher code THEAA20 to resorts, are legally obliged to provide accurate allergen information on any food claim your 20% discount items they sell. Overwhelming prospect? Here we look at five innovative ways caterers are successfully adopting the new regulations

1 REAP THE BENEFITS – Around 21m people in “Recent reports in industry media outlets the UK suffer from a food allergy. Attract diners by suggest that awareness of the new promoting your ability to cater for all allergen regulations is still far from industry-wide. Gordon Turner, PSL The 14 main food allergens listed are: sufferers, making your business more appealing. * Fish * Molluscs * Crustaceans * Peanuts * Tree nuts With support from food experts such as PSL, these * Sulphur * Lupin * Soya * Eggs * Milk * Mustard new regulations could help you to appeal to whole * Celery * Sesame * Gluten (containing cereals) 2 LET AN EXPERT SYSTEM DO THE WORK – new markets, improve your profitability and ensure The best Allergen management systems can that every customer you serve can enjoy their meal automatically identify potential allergens in safe in the knowledge that none of the ingredients most/all of the ingredients that you use, and can would be harmful”. Allergen Regulations calculate the profitability of your dishes. Best of all they don’t need to cost the earth – the allergen Menu Costing and menu engineering system from “It took no time at all to “Handling the law change www.whatsinmydish.co.uk costs just £8 per month input the menus” has been made so easy. It’s for AA Members. Andrew Wilson Executive times like this when we Head Chef of Ashdown couldn’t be without PSL’s Food Trends Park & Country Club Elite invaluable guidance and 3 KEEP THE INFORMATION UPDATED – the Hotels support” UK’s largest live recipe database slightest change to a recipe could mean that the Kelvin Johnson, Head Chef, dish information is out of date. Implement a policy Donnington Valley Hotel & “PSL’s solution took the Spa of no changes to recipes, without updating the pain away – easy to use Take advantage of Allergen information file. and peace of mind. It “Whatsinmydish.co.uk is a saves all the heartache of comprehensive allergen paperwork and system – using it has your FREE trial REVIEW THE MENU – Does your menu have administration – all the helped us become 4 information in one place, very few dishes for one group of allergen sufferers? “Allergen-ready” well easily accessed and before the change in the Now is the perfect time to refresh your menu to maintained” Law in December 2014” broaden its appeal to a wider range of allergen Stephen Warriner, Head Tom O'Reilly, Operations sufferers. Chef, Crown Golf UK Manager, Heritage Motor Centre 5 SHARPEN UP ON KITCHEN CONTROLS – “With the added bonus of Don’t let cross contamination ruin all your hard a live costing, the system “Whatsinmydish is an work. Store allergenic ingredients separately, use has multiple benefits” invaluable aid to sealed containers, change knives & boards and Roy Bromley, Group compliance in this area” Powered by Jim Gordon, Managing frequently wash hands & equipment to prevent the Operations Manager, Antoinette Hotels Director, Legacy Hotels & possibility of unwanted ingredients finding their way Resorts into the wrong dishes.

20 | AA Hotel Services | Spring 2015 AAhotels.com Living with the new EU allergen Be Allergen ready! regulations Exclusive 20% discount for AA members FIVE WAYS TO AVOID TRIPPING UP ON THE NEW RULES for What’s In My Dish, The UK’s leading The new EU legislation on Food Information came into effect in December 2014 allergen labelling platform in the UK. All food businesses from high street sandwich bars to luxury 5 star Visit www.whatsinmydish.co.uk and enter the voucher code THEAA20 to resorts, are legally obliged to provide accurate allergen information on any food claim your 20% discount items they sell. Overwhelming prospect? Here we look at five innovative ways caterers are successfully adopting the new regulations

AAhotels.com Spring 2015 | AA Hotel Services | 21 The business case for accessible tourism just gets stronger

isitEngland recently announced that the value of overnight tourism for people Vwith disabilities in England has risen 33% since 2009 to over £2.7 billion in 2013. This involved 14 million trips by Britons. There is a further £300 million spent by visitors from abroad and a staggering £9.4 billion on day trips. This is a growing market that has huge potential as we are all living longer and have money to spend. However, there is one great customer service. But is great service an factor that will limit this growth – training on exception for people with disabilities? Recent great customer service for disabled tourists. a n d BT research showed that 65% of the general Are hoteliers hiding behind the Equality Act public will not go to the help of a person with and doing the bare legal minimum? For E ngl V isit a disability. The reason for this is mainly fear example how many hoteliers or their staff of doing something wrong or making the mat- know the following: how to recognise a deaf ter worse and being prosecuted afterwards. person with long hair that hides their hearing The only way to overcome these issues is with aid; the three stages of learning to guide a vis- good quality training by people who under- ually impaired person; the best place to check- stand what people with disabilities are looking in a permanent wheelchair user; or why it is for and ideally have hotel experience. important to complete a Personal Emergency The figures above apply to England alone Evacuation Plan every time a disabled guest and must encourage and inspire hoteliers to stays at a hotel. put the accessible market much closer to the There are very few hoteliers still in business heart of their business plans. Many people that do not put the provision of great customer failure by a third party to deliver an order; bad come to understand this market when either service at the centre of their business. I accept weather that causes a maintenance issue such they personally have a disability or a member from time to time and for all sorts of reasons as a leak in the roof; sickness and mechanical of the family does. If only it was a lot sooner. this can’t be delivered. It may be due to: an breakdowns. If you would like the answers to the training error by either the guest or a member of staff; Despite all these adverse situations hotel questions posed, then contact Arnold Fewell on a misunderstanding; a shortage of staff; staff make every effort to provide 01609 775686 or [email protected]

22 | AA Hotel Services | Spring 2015 AAhotels.com reaching out to the right staff f you are an employer in the hospitality sector, you’ll know all about skills shortages. IThe battle to attract, recruit and retain the top talent is ongoing. Those who succeed see customer satisfaction levels rise alongside profit. Those that struggle can suffer often crippling damage to their business. So, engaging the right talent quickly and effectively is an essen- tial focus for any hospitality employer. At Caterer.com we know that great employ- ees want to work for great employers, so we are dedicated to enabling the two to connect. As part of this, throughout the year we provide insights to support employers in successfully delivering on their recruitment challenges in what is an ever-changing HR landscape. These include regular recruitment trends, data and insight reports, employer breakfast events and roundtables, our Recruiter Blog and social media communications. Not to mention the support provided by our Account Managers. Our schedule of insights for 2015 will cover core challenges faced by hospitality employers, including Talent Pools & Pipelines, Talent Management and of course all aspects of Tal- ent Attraction. For employers in the hospitality sector, dealing with the ongoing and increas- ing skills shortage is part of the daily job, so we aim to provide understanding, data analysis and learning through our employer insights programme to help make your life that bit easier. The same goes for the way in which we develop our products. As an employer or recruiter, you want fresh, relevant candidates delivered to you quickly and effectively. So everything we do is focused on giving you just that. For example, we have recently upgraded our search and match func- tionality to drive more of the right applications to your jobs on the site. Our CV database has been improved too and is now capturing more profile data from candidates than ever before. We have recently launched the new Caterer. com mobile app, which allows jobseekers to search, view and fully apply for your jobs. To aid these developments we also have a new homepage launching soon, which will continue to drive jobseekers to apply to your jobs on the site. Based on feedback from our users, the new homepage loads twice as fast as our nearest competitor and is fully responsive, reflecting the same seamless uncluttered experience on both desktop and mobile. It has never been faster or easier for you to use Caterer.com to find the quality candidates you want, or for them to find you. Our products will continue to develop throughout 2015, to ensure that the service Caterer.com provides you with continues to be second to none. If you would like to talk through your recruitment challenges and tap in to the help that caterer.com provides, our team of account managers would love to hear from you.

AAhotels.com Spring 2015 | AA Hotel Services | 23 MATTHEW CLARK WINE TASTING EVENTS

We invite you to join us this year at our tasting events to discover something new and exciting for your outlet. In addition to a fantastic hand selected range, we’ll have a packed schedule of masterclasses, mixologists, wine makers, and industry experts on hand to elevate your industry knowledge and help you to sell more.

#WhyWeLoveWine We’re excited to be returning to the Tobacco Dock in London and we’re inviting you to join us at our flagship London Wine Tasting where you’ll discover a hand picked selection of our finest wines. Exclusive to the trade, we will be showcasing over 450 wines from our portfolio, including all of our very latest additions. We understand that there’s so much more to a range than just picking the perfect wines for your outlet which is why we’ve got a whole raft of leading industry experts on hand to offer advice and support on how to sell more wine, design a wine list and guidance on how to offer your customers an exceptional experience.

Tobacco Dock, London: Tuesday 3rd March | 10am – 5pm

UNCOVERED We’re excited to invite you to our Uncovered events for 2015. Shaking things up – this year we are bringing you dedicated category zones to really help bring our product categories to life to give you a unique experience and help you select the right products for your outlet. Fantastic wines – Many of our wines have won awards this year, and you’ll have the opportunity to taste a selection of these and many more which have been hand- picked by our wine team. We’ve got a glitzy Champagne and Sparkling bar too! Cocktail serves, beers and ciders - Visit our Boutique Beers, as well as taste our brand new Perfectly Picked Cider range. Be amazed at our Discovery bar with a whole host of pre and post dinner drinks ideas. Other zones not to be missed include our Gin Garden, Rum Shack, our Whisky bar and many more...

EVENTS AT FOLLOWING LOCATIONS: The Assembly Rooms, Edinburgh: The Holte Suite, Villa Park, Birmingham: Tuesday 31st March | 10am – 5pm Tuesday 21st April | 11am – 5pm Old Brunel’s Station, Bristol: Ground Floor Knavesmire, York Racecourse: Tuesday 14th April | 11am – 5pm Wednesday 29th April | 11am – 5pm

Head to www.theexperiencematters.co.uk to register for any of our 2015 events. the experience mattersthe experience matters