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Issue 35 - Spring 2019 iMindingntouch Gibraltar’s Business
HOSPITALITY EDITION
INSIDE: Food and Gourmet Catering The Business Beverage for Gibraltar of Baking Hotels – Maximising Profits
intouch | ISSUE 35www.gfsb.gi | WINTER 2018/19 www.gibraltarlawyers.com ISOLAS Trusted Since 1892
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For further information contact: [email protected] ISOLAS LLP Portland House Glacis Road PO Box 204 Gibraltar. Tel: +350 2000 1892 Celebrating 125 years of ISOLAS CONTENTS 3
05 MEET THE BOARD
06 CHAIRMAN’S FOREWORD
08 FOOD AND BEVERAGE FOR HOTELS – MAXIMISING PROFITS
12 UNDER THE SPOTLIGHT: GOURMET CATERING GIBRALTAR
14 TRADITION, LOCAL FLAVOUR AND REMARKABLE EVENTS 14
16 SARAH CORTES TALKS TRUTH TRADITION, LOCAL FLAVOUR AND TO INTOUCH REMARKABLE EVENTS 18 GIBRALTAR’S COOLEST SMALL BUSINESS
20 THE BUSINESS OF BAKING
22 AIMING HIGHER: UNIVERSITY OF GIBRALTAR’S MASTER OF BUSINESS ADMINISTRATION
24 BENEFITS OF MANAGING SAFETY
26 LANGUAGE MATTERS - IS SPEAKING ENGLISH REALLY 16 18 IMPORTANT IN THE SERVICE SECTOR? SARAH CORTES TALKS TRUTH GIBRALTAR’S COOLEST SMALL TO INTOUCH BUSINESS
30 THE BUSINESS OF ENVIRONMENTAL CONSCIENTIOUSNESS
32 ACCREDITED TRAINING LAUNCHES IN GIBRALTAR
34 GFSB BREAKFAST CLUB SEMINAR: BREXIT AND EMPLOYMENT
36 GFSB ANNUAL GENERAL MEETING
38 GFSB NEW MEMBER PROFILE
40 GFSB MEET THE BOARD
22
AIMING HIGHER: UNIVERSITY OF GIBRALTAR’S MASTER OF BUSINESS ADMINISTRATION
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The portfolio of responsibilities have been allocated by the Board as follows:
Chairman Julian Byrne
Vice-Chairperson Paul Collado
Treasurer Daniel Delgado
Secretary Philip Vasquez
Employment Owen Smith (Conditions of Employment Board, Labour Advisory Board, Small Business Board)
Environment Tony Lopez
Legal Owen Smith
Business start-ups/EU Funding Eran Shay / Daniel Delgado (JLAG, EU Funding Board, Small Grants Board)
Information & Technology Julian Byrne / Eran Shay (E-business Advisory Council)
Education & Training Tony Lopez
Pensions Daniel Delgado
Members Benefits Paul Collado / Eran Shay
Business Licensing Julian Byrne / Paul Collado
Banking Neville Dalmedo
Health & Safety Tony Lopez (Health & Safety Board)
Business & Commerce Paul Collado
Tourism Eran Shay / Paul Collado (Tourism Advisory Council)
Wholesale & Retail Eran Shay
International Eran Shay (ESBA Board)
Restaurants & Hospitality Eran Shay
InTouch Magazine Julian Byrne
Design & Branding Julian Byrne
Events Paul Collado
ISSUE 35 | WINTER 2018/19 | intouch MEET THE BOARD 5
Julian Byrne Paul Collado Daniel Delgado Philip Vasquez Tony Lopez Chairman Vice-Chairman Treasurer Secretary
Eran Shay Neville Dalmedo Owen Smith
DISCLAIMER 1 No part of this publication may be reproduced without the wirtten
Issue 35 - Spring 2019 permission of the publishers. The iMindingntouch Gibraltar’s Business intouch Publishers and the Editor have made every effort to ensure that all of the EDITORIAL DIRECTOR information within this publication is accurate, but emphasise that they cannot Julian Byrne accept responsibility for any errors or DESIGNED BY omissions. The Publishers and the Editor accept no responsibility for statements Piranha Designs Gibraltar made by contributors or for any claim www.piranhadesigns.com HOSPITALITY made through advertisements published EDITION in this magazine. JOURNALIST Jackie Anderson INSIDE: Food and Gourmet Catering The Business Beverage for Gibraltar of Baking Hotels – Maximising Profits PUBLISHED BY Federation of Small Businesses The GFSB The UK’s Leading Business Organisation intouch | ISSUE 35www.gfsb.gi | WINTER 2018/19 122 Irish Town, Gibraltar Issue 35 | Spring 2019 Tel: +350 200 47722 Email: [email protected] www.gfsb.gi
intouch | ISSUE 35 | WINTER 2018/19 6 CHAIRMAN’S FOREWORD
ear readers, strength. Following on from our significant are unique businesses in Gibraltar. This At the time of writing Brexit investment in the Main Street Review we year, however, we have seen a record was still going ahead, and is the are now pushing forward with a Business number of applicants, so much so, that we Dbiggest thing in everybody’s Improvement District (BID) which we have had to have two rounds of reviews. mind. We have been doing as much as we believe can really improve our city centre. The winner of the Gibtelecom Innovation can as a Federation to try to help ease the We are now well into this project and hope Award will be announced at our Annual stress and concerns. The board has met to get funding in the next few months. Dinner. We are really pleased to see local with the both the Chief Minister and the The GFSB are committed to helping our entrepreneurship very much alive. Deputy Chief Minister, and have been filled local businesses with innovative ideas and in all contingency planning that has taken practical solutions. This issue we have focussed on the place. hospitality trade, which is one that is vital We have made a significant step forward to Gibraltar not just as a tourist destination, Our last breakfast club was entitled Brexit with Women in Business (WIB). In our but a place to work and live too. We and Employment Law, which was very EGM the membership voted unanimously have interviewed some interesting local well attended and informative. We are that we should continue working towards companies who are working hard to make supporting an HM Customs initiative, with Women in Business joining the GFSB. In their businesses stand out, which makes an international speaker who will help the AGM we added a number of women for interesting reading. explain everything that should be required from the WIB board to the GFSB Board, to aid frontier flow of goods. Finally, in in order to help us through this transition The GFSB are doing their best to make our Annual Dinner the Chief Minister will towards a more diverse and inclusive Gibraltar the best place it can be to do be giving us a full update on Brexit, which board. WIB have been doing a great job business. Together we can make real will be only a week before the actual Brexit of building a networking platform for their changes that make big differences. date. members, but we both felt that by coming under the GFSB infrastructure this would Please get in touch if you have anything February saw our AGM, which was only benefit both organisations. The Board you think we should cover in future probably the most highly attended AGM is excited to see how things develop with editions. ever! We updated the membership on the new Board Members and a wider our healthy finances and our continued diversity. Julian Byrne investment in the business community. Chairman We highlighted that we have passed 320 Last year the GFSB Gibtelecom Innovation active members, which is a milestone that Awards were very successful, with the proves we are going from strength to winner Buytickets.gi proving that there
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FOOD AND BEVERAGE FOR HOTELS – MAXIMISING PROFITS BY LUCIENCE MOSQUERA, MD, HOSPITALITY BUSINESS DEVELOPMENT
otel Food and Beverage Good asset management bridges the Before drilling down into detailed profitability has gap between corporate and property analysis it is important to identify basic traditionally been under efforts and recognise that even minor underlying assumptions from which to improvements are worth pursuing (e.g. assess the F&B operations today and to Hperforming and hotel a £100,000 increase in NOI can create make recommendations for the future. F&B outlets are notorious loss upwards of £1M in hotel value). Due to makers. the relatively low contribution to the Consider the following: bottom line, F&B is habitually considered 65% of hotel revenue is generated an afterthought in the hotel development Hotel type – what type of F&B is through rooms and with an approximate process. This affects guest satisfaction deemed reasonable and financially 80% profit margin, it is no coincidence ratings and lacklustre concepts that viable? that the focus of attention tends to be operate with high delivery costs – a largely on rooms. Although there has lose-lose situation! Although hotel F&B Optimal market positioning – been increased attention on improving concepts have improved significantly understanding the hotel’s current F&B profitability on a corporate level, in recent years, profitability remains positioning and its market positioning implementation of new concepts and an issue due to a lack of commercial for the future is invaluable to F&B processes is left largely to the team awareness, poor implementation, programming. A well-defined and on the ground – the same team that is delivery, monitoring and development. efficient program will enhance guest focused primarily on rooms. experience. Likewise, a disjointed and So how can we significantly increase half-hearted operation can significantly Although F&B departments can include Hotel Food and Beverage profitability? affect satisfaction ratings. multiple operating entities (restaurants, Good asset management approaches coffee lounges, room service, mini-bars, this in the following four steps: Projected hold period – Although many conference and banqueting, catering opportunities may be identified, they etc.) financial performance is often STEP 1: Take a step back must be aligned to the time frame of measured and reported as an aggregate and look at the current a future anticipated sale. Prioritise and total, making it difficult to identify areas investment strategy and the focus on efforts that will maximise value that may need improvement. Given multiple factors that impact within the holding period. these factors, opportunities in F&B are performance frequently overlooked at property level, Capital resources – no matter how big or small, there is a capital cost associated to resulting in lost profit and ultimately Factors that impact performance of a most changes. Timing of implementation lower asset value. hotel’s F&B program are unique to each of change and new concept depends on property. the hotel’s cash position.
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Benchmarking – establish upfront high- level KPI’s that will serve to shape the overall F&B department.
STEP 2: Review how current operational F&B components work together in line with market positioning
• A site visit should identify:
• A clear understanding of the team’s assessment of operations and their ideas and strategies for improvement.
• A thorough understanding of the F&B department, including staffing and relationships among outlets (shared kitchens, operating structure, third-party management, outsourcing etc).
• A complete inventory of in-house F&B outlets and operations.
A competitive market review should evaluate:
• F&B strategies of the hotel competitive Lucienne Mosquera of Hospitality Business Development set.
• Competitive non-hotel dining options in the local market. of doing this is through a SWOT Refine fine dining – Another major analysis to review each operation in its drain on F&B profit is often found in • Local market dynamics – which existing entirety, draw conclusions and make concept errors, particularly in fine-dining factors impact operations? recommendations. When making concepts. Today’s fine dining concept decisions for the future of the F&B is different to the traditional. Go back Financial analysis should piece together department, consider the following: to the hotel’s positioning and market the story behind each operational unit segmentation to understand if a formal and its financial performance: Do not maintain an unprofitable outlet dining experience at a higher price point – Unprofitable outlets are common meets a need, given the guest profile. If • In asset management the underlying place in hotels and are justified by it does, the operation needs to create an goal and assumption is that any management as ‘the cost of doing identity on its own above and beyond operating component should positively business’. A best practice and steadfast the white tablecloths and formal service. contribute to the bottom line and rule from an asset management Fine dining in hotels must be able to enhance asset value. Any areas that do standpoint is that outlets that lose compete against freestanding, similarly not must be identified and addressed. money are simply not acceptable. With priced restaurants in the local market. all the innovations and creative concepts The higher the price point, the harder it • Aggregate data can hide a multitude available today, there is no reason will be to retain guests seeking a fine- of inefficiencies and gives way to why an unsuccessful outlet should be dining experience in-house. complacency. Loss leaders are maintained. masked by profitable outlets. This is Three-meal-a-day outlet – A common not acceptable by asset management Less is more – Too many outlets create misconception is to meet guest dining standards. internal competition, so that even needs for all three meal periods within with a reasonable capture rate, the one outlet. Often, in order to appeal • A detailed financial review and business is being spread across multiple to everyone, the restaurant appeals to dissection of the F&B department is operations, diluting overall departmental few and it is seen as a last option for necessary to identify trends and isolate profitability. A hotel F&B review should guests. Such restaurants typically run areas that underperform. identify opportunities for consolidation at low volume and high fixed operating and eliminate operational inefficiency. costs. There are alternatives and more STEP 3: Putting it all together The resulting space that has become profitable ways of accomplishing this. and develop an action plan available can be turned into a profit making space. The final step is to put all the gathered information together to analyse the operation as a whole. The best method
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Mini bars – These are mostly not Don’t forget conference and reduce their part in the day-to-day necessary from a guest satisfaction banqueting – Although C&B is usually a process. If new concepts or major new standpoint. They are habitual loss leaders profitable unit, this area can often benefit changes are required then outside and maintenance trouble spots. from improvement. Review catering expertise needs to step in. If ownership pace, selling practices, policies, room commits to implementing initiatives Kitchen Design – There are nearly rental and event cancellation, menu that require a major change in F&B, it always opportunities to modify hotel pricing, staffing etc. is critical that the tools are in place to kitchens for improved efficiency. Many monitor and fine tune the plan to ensure kitchens serve multiple outlets and tend STEP 4: Implementation that return on investment goals are met to be very ineffective. Given their sheer and the plan is a resounding success. size, it is easy for inefficiencies to exist All the research, review and financial and it is difficult to control costs and analysis is only useful if the proposed to assign a cost structure to particular changes can be effectively implemented. operations. Conduct a review to assess In order to successfully implement how the kitchen can be configured to change the team on the ground needs to increase efficiency and to match the be actively involved in the planning and style of service being offered within each take ownership of proposed changes. To operating outlet. get the team on board, seek their input right from the onset. Change is usually Commercial awareness – Destination met with resistance and there will be dining cannot be staffed with middle challenges during the process, but if management. Traditionally, brands are issues can be reasonably discussed and very hierarchical with little accountability resolved as and when they occur, the or direct responsibility at outlet/ chance of success is greater. operational level. This compares poorly to free standing restaurants where Change does not happen overnight. A management is extremely hands-on, detailed step-by-step implementation highly active and visible in front of plan is necessary to ensure that the house. In order to compete directly team stays focused and initiatives are against local restaurants, hotels should executed in a well thought out and adjust operating structures and staffing strategic fashion. Although the team models so that their unit operates with needs to be involved, they must remain the same passion and commitment. This focused on the day-to-day operations. will enhance accountability, establish When identifying who is going to drive clear areas of authority, improve quality, through the plan, it is advisable to assign ownership of the profit and loss identify who in the operational team has and will address critical elements that the skill set to take an active part in the collectively will deliver an excellent change programme. Consider whether dining experience. suitable candidates can temporarily ISSUE 35 | WINTER 2018/19 | intouch 11
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UNDER THE SPOTLIGHT:
GOURMET CATERING GIBRALTAR
he GFSB’s Stuart Byrne recently caught up with one of The Hunter TGroup’s busy team members, Geri Cummings, to find out more about one of their more recent ventures - Gourmet Catering Gibraltar – which has only been operating in the past couple of years.
Who is Gourmet Catering Gibraltar? “Gourmet Catering is a division of the Hunter Group who have been established for more than 30 years here, starting with The Star Bar (Gibraltar’s Oldest Bar) to Lord Nelsons, Gibraltar Arms, Bridge Bar & Grill, O’Reilly’s, Jury’s Cafe & Wine Calpe Conference for the Museum in the venue by our fabulous team, anywhere Bar as well as the latest, Bistro Point. The University before the opening as there on the Rock.” Hunter Group also operates Med Golf was a short delay in the restaurant set and Hunter Properties. up. We already had a fantastic kitchen Why now? and service team hired and trained “It’s an exciting division that we haven’t “Based at the upmarket and top-notch so there was no reason not to move tapped into yet and there is ample Bistro Point, located at Europa Point forward with the first 2-day event.” opportunity in Gibraltar to succeed.” and connected to the University of Gibraltar, we offer a high quality on and Why was Gourmet Catering What have you been up to since off-site catering service utilizing a highly Gibraltar set-up? setting up? professional team and superb kitchen “We have an incredibly talented team, “Since the launch we have hosted many facilities. You may have seen our new so expanding into this area was a perfect large events at Bistro Point for corporate Mercedes refrigerated van with its brand opportunity to reach out to our amazing customers, and weddings on that new logo already delivering around customers, not just in our locations, but fabulous terrace. Gibraltar.” offsite locations on the Rock or right in their place of employment.” “We also catered the VIP section of the When did you start up? GMF, Gibdock ship deliveries, served a “We planned to start in partnership with What is its aim? hog roast for 400 on the HMS Albion for the Bistro Point’s opening September “To offer quality assured food the crew and their visiting families, and 2017, but we did actually cater the conveniently served or delivered to any hosted a visiting Audi corporate team
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What do you see the future holds for Gourmet Catering? “We think the future potential for Gourmet Catering is very exciting. We have just won the catering contract from one of the largest betting companies in Gibraltar, so we will be setting up VIP catering services for the employees of that group in here. Our arrangement also includes exclusive advantages for their team members across our group of 7 bars & restaurants. We are also delighted to have been selected as the official caterers of the Island Games in July, catering for up to 1,500 athletes daily.” What events have you got inside St. Michael’s Cave during their What would you tell yourself if planned? visit to Gibraltar. And there’s been many you could go back before you “Well I’m not going to give anything more.” set-up Gourmet Catering? away but all events for the group can be “Go with your instinct, as the possibilities seen on www.events.gi.” What have you learned since are endless.” setting up this new venture? Pro’s and Con’s? What would you do differently? “The pro is definitely seeing people that “Nothing at the moment but, I’m sure a you have worked with so long inspired challenge will arise at some point. Even and challenged by a new venture. so, it’s all part of the learning process.” It’s absolutely incredible. We have an amazing team that we took into a new area and who have shown the ability to achieve anything.”
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intouch | ISSUE 35 | WINTER 2018/19 14 TRADITION, LOCAL FLAVOUR AND REMARKABLE EVENTS INTERVIEW WITH TYRONE PAYAS, MD OF GLOBAL GROUP OF COMPANIES, OWNERS OF ROCK BASTION, BOYD’S AND JUST4KIDZ
ock Bastion is undoubtedly a popular local restaurant. RSituated in the depths of Gibraltar’s historic fortifications at King’s Bastion, it appeals to a diverse clientele: local workers from the nearby Post Office distribution centre, the new offices at Mid-Harbours and the neighbouring construction sites were enjoying a traditional breakfast as Tyrone Payas and I chatted over a cup of coffee.
“We have regular coach parties of tourists lunching here,” adds Tyrone, “and because we are set in the Leisure Centre, we also have groups and even throughout the week. It is of youngsters enjoying a snack while simple, good food with a local touch and playing bowls or having finished their ice demand for this is high.” skating, or families having supper before heading for the cinema.” However, that simplicity belies the skills that go into making the restaurant Tyrone Payas is the Managing Director and its sister catering companies the of Global Group of Companies, of success that they are. “We are constantly which the restaurants are subsidiaries. monitoring what our customers like, the seasons. Summer can be quiet in There are just a few short weeks to go what they want, and we track trends so terms of local trade, Tyrone elaborates, to Christmas when we meet and the that we can anticipate what they might as many Gibraltarians are away on bookings are coming thick and fast. It is turn to,” Tyrone explains. The restaurant holiday or enjoying the long hot days an appropriate moment to talk about the has a large number of tourists booking on the beach. However, summer also food and beverages sector in Gibraltar. tables in advance, despite the fact that brings a greater number of tourists, so it is not in a high-profile city centre the customer profile differs but still come “Rock Bastion is very much the position. “We have many people who in numbers. Winter on the other hand traditional, Gibraltarian-style, family- book in advance as part of their coach may have fewer visitors from outside orientated restaurant,” Tyrone explains, parties into Gibraltar,” Tyrone adds. Gibraltar, but the Leisure Centre draws “it serves food that we know is popular more families from Gibraltar, especially and that meets the needs and the tastes Inevitably, if a number of customers are at weekends, wanting to enjoy some free of the many people who come here to tourists, there are going to be cyclical time together while avoiding cold and eat, which varies throughout the day, phases to the business, following, largely, rain.
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a small child’s party at Just4Kidz, or were numerous challenges to overcome, a significant anniversary for an older not least the strict regulations that member of the family, or indeed, a exist to ensure that children are safe workplace colleague – each event is and cared for properly. We made sure special to our customers and they expect that we worked very closely with all the all their guests to come away from government department and agencies the event having enjoyed themselves, to ensure that we met and exceeded all and also with warm, wonderful, lasting their requirements.” memories,” Tyrone explains, “that’s why we listen so carefully to what they want, With three venues in the same locality support them with our own creative able to make a diverse restaurant and ideas and then we work flat out to make event and entertainment offering to a This cyclical pattern is part of the regular sure we deliver exactly what they expect, wide customer base, Tyrone is highly restaurant activities of the businesses. In and more!” He goes on to describe a aware of the sector’s opportunities and recent years, however, the business has particularly successful corporate event challenges. “Recent development activity specialized in organizing and managing which was run on the theme of ‘The in this area presents us with opportunities events in their three venues – Rock Lion, The Witch and the Wardrobe’. “We that we are working hard to optimize,” Bastion, Boyds and Just4Kidz - all created a mini-Narnia at Boyd’s,” he he says, “the building work adds hungry of them based at the King’s Bastion smiles, “and it included creating a false workers to our clientele, and the new Leisure Centre. Tyrone observes that entrance at Boyd’s that looked like the offices bring new workers seeking there has been a noticeable increase in door of a wardrobe, and then creating a perhaps a variety in our menus and this popularity of eating out over the years, ‘snow’ covered landscape inside – all the is something that we are keeping a close and in addition to this, a significant move guests felt they had entered the magical eye on so that we can make sure we towards families celebrating events in world of Narnia!’ meet changes in food trends.” local venues rather than going to all the expense and huge effort of trying to host Most events take place at Boyd’s on We go on to discuss some of the them at home. the first floor at King’s Bastion Leisure challenges that the food and beverages Centre. Boyds also offers specialist sector in Gibraltar currently faces, and Boyds and Just4Kidz are the two fine dining experiences for groups of notably, changes that might be affected venues that specialize in running events guests, all based on exactly what the by whatever happens with Brexit in of all sorts – from birthday parties client might arrange with the team and March of 2019. With the possibility of to anniversaries, Holy Communion on the individual budgets. “It’s a very a ‘no-deal’ Brexit still on the cards, it is celebrations to Bar Mitzvah’s, specialist, bespoke service,” says Tyrone, something that business-people like christenings and charity events to “and we find clients are extremely happy Tyrone monitor closely. “Of course weddings. “We have seen spectacular with what we offer because we run the Brexit continues to pose a concern,” he growth in demand for corporate events,” service exactly as they want it. We show states, “we are very reliant on fluidity of Tyrone adds, “this perhaps reflects the our customers all the care, attention movement of people and goods through growing importance of Gibraltar as and respect that they could want. It is the border. We rely on smooth, clear a financial services centre and a hub the least they deserve for showing us supply lines so anything that affects what from modern businesses, but it also attention and loyalty.” Strong customer our wholesalers and suppliers can bring speaks volumes about the commitment, relationships, he adds, is vital for ensuring to us is bound to put us under pressure. creativity and attention to detail by our return custom, with many clients coming There may also be changes in tariffs or in team of professional event planners.” back or making referrals to others. regulations which could affect costs. But our main concern is people. Cross-border Key to the success of event planning, Just4Kidz is a specialist venue for workers make up a significant number of hosting and management is the children’s parties and also has a very our customers, as do tourists travelling company’s highly responsive approach busy schedule. It was, however, a by land. All we can do is wait and see to each individual customer, and their challenge to set up. “Because we were what happens and adapt as best we can.” obsessive attention to detail. “We know tailoring the venue and the events very that whatever the event is – whether specifically for children, we found there When we spoke, Tyrone was looking ahead to an extremely busy Christmas with numerous corporate events lined up, a number of children’s parties and, of course, the traditional Christmas Grotto. “The winter holiday is a really busy time for us,” he smiles, “corporate events, kids’ parties, charity fund-raisers and community events to name a few. But we love being part of this vibrant, active community. We run events for everyone and anyone, and are happy to make the extra effort to cater to special dietary requirements such as kosher and halal food. Perhaps it’s in the name as well as the place: Rock Bastion – we love to work as part of life on the Rock!” intouch | ISSUE 35 | WINTER 2018/19 16
SARAH CORTES TALKS TRUTH TO INTOUCH
ituated at West One, in Besides organising all the supply lines, youthfulness of spirit and mind that one of Gibraltar’s latest making sure the furniture was ordered, Truth is all about. We will train our staff, developments in the heart delivered and installed in time and all and we want to make this workplace those hundreds of tasks that go to feel more like a second home to them. Sof the city’s business opening up a restaurant, there has been We know that when our people are district, Truth opened its doors a real focus on recruitment and selecting comfortable, supported and content, in the early summer of 2018. exactly the right team of people to that they will fully dedicate themselves The restaurant’s Part Owner, make the restaurant a success. “Finding to their work.” Sarah Cortes, teamed up with the right people for your business team is always a challenge. The team Sarah went on to explain how the Stuart Dalli, moving the project at Truth is young, fresh and energetic, restaurant took inspiration from from conception to completion. a reflection of the restaurant’s overall restaurants in London and Marbella. “The lead up to opening was, of concept and appeal,” Sarah explains, “It Very aware of how this sector is varied course, full of really hard work,” was especially important to us to hire a and highly competitive in Gibraltar, says Sarah, “but it was also a reputable Head Chef that would bring the management team were eager to tremendously exciting, dynamic fresh ideas as well as excellent culinary identify where customers were heading, skills. We were delighted to appoint Matt the shifts in trends that would help them time.” Birtwistle. He is skilled, creative, loves a develop a differentiated offering and challenge and isn’t scared to take risks, a unique appeal. “We wanted to offer an ideal combination, made better by something different, something edgy the fact that he had already spent time with an element of risk that would appeal working in Gibraltar and had experience to a different customer segment,” Sarah of opening a kitchen here. He was very elaborates, “we are located in the middle quickly able to show that he shares and of Gibraltar’s business and finance fully participates in our vision of the district. West One is attracting more restaurant and dining experience that we businesses and, with the development offer to customers.” of Eurocity on the go, we wanted to establish ourselves as new, different Recruitment is a challenge and staff and attractive to the young, energetic retention is an important priority for business community that is rapidly Truth. “We need varied skills, of course,” growing around us. We are aiming to Sarah says, “but most importantly set the standard here. We are hungry for we want our team to adapt to that difference, for innovation, and want to
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Having succeeded in one of their early aims to make Truth one of the ‘go to’ places for a Friday evening out, Truth is now turning to making the restaurant a focal point for events and parties. “We have in 2019 already had several large parties held here,” Sarah enthuses, ”we specialise in producing bespoke menus and drinks packages for all types of events, casual and formal; adding the ease for the organiser.”
Christmas saw Truth a popular choice for traditional seasonal get-togethers, whether for family meals or corporate parties. The restaurant was also open for Christmas Day, and partied into the This crystal clear vision has resulted customers include a vibrant diversity of early hours on New Year’s Eve. “I know in Truth quickly pulling in crowds of cultures. that 2019 will be an even bigger year for customers. “We are very busy,” Sarah Truth now that we are fully established,” smiles, “the terrace more than doubles Besides its innovative menu with says Sarah, “we work hard and we the size of the restaurant and we have food offered for as long as possible know that the secret of lasting success good heaters for the colder days or throughout the day, Truth also likes to is patience. It is important for us to get evenings. The glazed panels also provide experiment with beverages. “We put on things right, to do things in the right a sheltered, pleasant environment for a show to cater for a variety of tastes order and in the right way.” outdoor eating all year round.” There is a with our molecular cocktail making,” young vibe to the customers, regardless Sarah explains, “and we serve a huge of their actual age, and a constant flow variety of non-alcoholic drinks, so it is of new faces as local companies change suitable and fun for the whole family. It’s and renew their teams. With many of the a real fun experience.” local employers being international firms,
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hose who have started their own business will GIBRALTAR’S understand that a ‘New Tbusiness idea’ can strike COOLEST at any time - often when least expected. Throughout my writing career I have had the SMALL pleasure of interviewing many entrepreneurs and founders and I haven’t met a single one who BUSINESS can’t recall that ‘Aha!’ moment vividly.
BY D REVAGLIATTE For Gibraltar-based Vincent Carrie, Co- founder and Managing Director of new alcoholic popsicle brand, Tipsy Penguin, this happened while out jogging. “I was out for a jog along London’s Regent’s Canal and I saw two friends sat on the grass, one of them was drinking a premix Gin and Tonic and the other was eating an ice-lolly. I remember just thinking - wouldn’t it be cool if we could combine both experiences?” And that, says Vincent, is how it started. What followed, was a ‘crash course’ in product development, branding, pricing strategies, international distribution models and range planning.
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Developing the product I’d give would be to never disclose your creative budget at the start!” What they “I was always interested in making a have ended up with is a memorable logo product, something that people could that plays on the ‘tipsy’ element rather touch, or in this case taste, so I really successfully and has ‘shelf’ appeal. enjoyed the creation part of the process” says Vincent. “My Co-Founder Jason Getting your product out there and I had a lot of fun developing the recipe and the concept at the start” says The list of markets in which their product Vincent, “it took over our lives (and our has a presence is impressive; Tipsy kitchen) for weeks! I tried the product Penguin is currently stocked in Spain, out on friends and family, their feedback Gibraltar, France, Belgium, Estonia and at the start was so important - there Romania. “Once we had the production were flavours that I really thought would and branding in place, we got to work be popular, which really weren’t” In fact, with identifying stockists for our product. he advises anyone creating a product We set out contacting bars, clubs and or starting a business to listen to advice chiringuitos up the coast and had a from the start. The concept behind positive response. We offered generous Tipsy Penguin is simple; to create frozen margins which was a bonus”. versions of popular cocktails and match them to the country they originate from, It’s worth noting here that their products for example, Gin & Tonic from England or are stocked at Dusk, and Eroski here a French champagne cocktail. in Gibraltar and La Sala by the Sea in Marbella. “This initial success was a What struck me about meeting Vincent, bonus, but we soon started to discover was that he seemed to remain focused that if we were to sell more cocktails we on the end product from very early had to think a little bigger”. Vincent and Costa Del Sol. Gibraltarians are also very on. “Once we had more or less figured Jason started then to set up meetings receptive to new ideas and concepts - out the recipe and final range, I started with supermarkets both here and abroad, and very welcoming!” While Gibraltar looking for a manufacturer who could with Gibraltar’s Eroski being one of the is firmly the base for operations, the make them for me. I knew that there was first supermarkets to stock the range. business is registered in Estonia as they no way that I could make these myself to “Eroski here in Gibraltar have been needed a guaranteed access to the the scale I was after, so this was a turning great, it also opened up the possibility European Single Market. “With so much point for the business”. When I asked of approaching larger stockists abroad”. uncertainty with Brexit, it was important him how one found a manufacturer who When I asked them how dealing with for the business to maintain our links can make such a niche product, he joked: bars differs with larger retailers, Vincent with stockists and honour the deals we “with a lot of patience and a flair for said “We learnt a lot during this stage had in place”. travel!”. In fact Vincent travelled across too, for example, stockists liked the idea Europe and beyond to find a suitable of small multipacks for each flavour. Staying ahead of competitors manufacturer for his product before This meant we had to design and settling for a Netherlands-based factory. create a box for the products. It was a With the last 18 months spent developing “We needed a specialist manufacturer learning curve, but having something their products, brand-building, who focused on quality and could help as simple as a box for our popsicles negotiating international distribution us develop small batches of product - has opened up more markets for us”. and working on a bright future for Tipsy and I found them!” Eroski Gibraltar was an early adopter, Penguin, now is surely a good moment but more supermarkets have signed up to Vincent and Jason to take a breath - Building a brand since, including Auchan in France and right? Wrong. When I asked him what’s Romania plus Louis Delhaize and Match next for them, Vincent said “We are just What your product looks and sounds like in Belgium. in the final stages of developing a new, is key, especially in today’s increasingly non-alcoholic popsicle! It’s called ‘Arctic busy marketplace. For Tipsy Penguin Providing a stable base during 100’ and we are excited about it because this has been no different. “The brand instability it’s a new take on the popsicle, the entire name came out after a visit to the zoo. range is 100% organic and all the flavours We saw a penguin that was walking It is worth mentioning that all of this are highly original - we’re really hoping funny, like it had a few drinks. The joke has happened in a relatively short to offer people something different for stuck and it’s a pretty good name. And amount of time. In fact, Vincent and summer 2019!” everyone LOVES penguins”. In terms of Co-Founder Jason moved to Gibraltar in the design of the logo and overall look 2017 and launched the business shortly and feel, Vincent and Jason pitched this after. When I asked Vincent about his out to design agencies. “We were after a experience of doing business in Gibraltar, concept that was playful and that could he said: “I have found Gibraltar to be flow across the entire range. We put the a great location in which to base the brief out to agencies as this allowed us brand, networking is relatively easy to select a design that we liked from a here and we’ve enjoyed great access to few contenders - one piece of advice stockists in nearby Spain, specifically the
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THE BUSINESS OF BAKING – ANGELO PARODY AND LA PATISSERIE
Baking has been in our La Patisserie was established in 1995 and family for generations,” has been operating in Gibraltar for the Angelo Parody tells me. last 23 years, the brainchild of Angelo’s “ late father, Ernest Parody. Ernest himself Angelo is La Patisserie’s had worked in a senior management MD and he shows me into his position with Allied Bakeries for the office to talk about the bakery previous thirty or so years. On the business and the food and closure of Allied Bakeries in 1995, he beverages sector that his family decided to set up in business for himself. “My father was 47 years old at the time, has been a part of for so long. with a young family to look after and His branch of the Parody family suddenly facing redundancy,” Angelo originally came from Genoa to recalls. Showing great determination and Gibraltar several generations resourcefulness, Ernest Parody applied all his knowledge and experience of the ago, and they had been running Working with his father meant learning business and opened up La Patisserie a bakery there too. The scent every single process that the business to sell freshly baked bread, pastries involved. “Because I worked here from of the day’s baking was warm and cakes to local outlets and direct to the very start,” he says, “I got to know and welcoming, a delectable customers. every part of the business. I have worked greeting. It must be the most night shifts with the bakers, the early Angelo has been involved with the wonderful place to work, I shifts with the confectioners, running out business since its very early days. “I thought. “You get so used to all the deliveries, cleaning the machinery had been planning to take a gap year it, you barely notice it after a – every single task. And from my father, between college and going to university I learned the business side of the trade: while,” Angelo confides with a to study IT, and that gap year coincided supplies, customer service, managing smile. with my father starting up La Patisserie, the team, buying and maintaining “ he says, “I stayed to help him out and equipment…everything.” This list includes I got to love the business and all the the tricky task of keeping control of challenges it brings, so I stayed.” Angelo costs when many of these are often out still loves the business, especially the of the company’s control. “The challenge daily challenge of being his own boss, is finding that balance between what despite all the ups and downs that being cost increases - such as increases in in business entails. premises costs, or the cost of electricity and water, or the price of flour – you can
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offset with increases in the prices you popular because charge for each cake, and how much customers can of these increases in costs you have to select what they absorb as a business through squeezing want on them and your margins, because too high an can this means increase can result in lowering demand they have a good for your products,” Angelo explains, “it is control of their a constant challenge and we’re generally budgets,” explains pretty good at controlling expenditure Angelo, “and the and keeping our levels of sales high, but size of the event it is a very fine balance.” is not an issue at all: if you’re having La Patisserie is still a thriving family people round business. “My mother still comes into for whatever the office in the mornings to do the reason and you administration work,” Angelo smiles. don’t want the By the start of what most of us would bother of cooking recognise as the working day, La and cleaning up Patisserie’s bakers and confectioners afterwards, then In discussing trends we could not avoid will already have been working for we can make life much easier for you by the subject of Brexit. La Patisserie works hours. “We bake everything fresh daily, delivering platters of food.” with local suppliers but is reliant on a from scratch,” says Angelo. The range good and timely flow of supplies through is hugely varied as are their customers, I can fully understand the popularity Europe, either by land from UK or from although there is a wide range of popular of being able to order platters to your Spain. Storage facilities are limited, a pastries that never seem to disappear home and wonder how easy it is to order phenomenon experienced by many from their lists. “We make all sorts of food. “We have a page on Facebook…” SMEs in Gibraltar. Because of the nature pastries and cakes, including all the Angelo begins to explain and is promptly of the products, it is vital for La Patisserie traditional seasonal cakes, like the pan interrupted by a telephone call with an to be able to receive fresh supplies on dulce that we baked at Christmas, and at order. It is as easy as a phone call away a daily basis from Spain. In addition to Easter we will be baking the traditional and illustrates why word of mouth and this, many members of their team live in hornazo. Demand is generally quite an excellent local reputation is almost as Spain, so fluidity of movement through constant, a steady flow that increases much marketing as the business needs. the border in terms of both people and sometimes during certain times of the La Patisserie is extremely well-known goods is an important factor. “We take year.” locally and is renowned for the quality a day-to-day approach to the issue of and freshness of their products. And, Brexit at the moment,” says Angelo, This leads to a discussion on the cyclical of course, for the chap with the whistle “the political situation between the UK nature of the trade, with its particular or the bell - their local deliveries to and EU is very changeable and it is very peaks during certain periods such as Gibraltar’s residential housing estates. difficult to plan ahead. We are a small, Christmas and Easter, and seasonal “We are very customer focused,” adds family-business and focused on a local abatements, such as the summer, when Angelo, “we go as far as mounting cakes customer base. While a bad or a no-deal many customers are away on their at a client’s premises or venue, taking the Brexit will inevitably impact our business, holidays or preferring ice creams to confectioners along with us to add the we believe that we can be resilient and cakes. “We are very aware of trends finishing touches to their special cake.” get through it. And we have a lot of and we watch them very carefully,” says Customer focus results in a thorough faith in our local suppliers being able to Angelo, “for example, in recent years we understanding of what customers want develop new supply lines if necessary. have noticed that eating out has become and like. In recent years it has been the We are resilient in Gibraltar, we are much more popular, and people seem to trend to be more aware of health issues survivors – it is part of who we are.” have become busier and less willing to and the health factors involved in food, get in their own kitchens to bake. There so the company is introducing gluten- seems to be an increase in the numbers free and lower sugar products to their of our customers who prefer to run an selection. event away from the home for a special occasion, such as a particular birthday Corporate events are another growth or a Holy Communion party, and ask us area for La Patisserie. “There is a lot of to provide the cakes and pastries. Even competition in this sector in Gibraltar,” when they decide to hold an event at says Angelo, “so we are very focused home, such as a child’s birthday party, on making our products and services we are often asked to bring the cakes exactly what the customer wants. and nibbles.” These customer relationships are very important to us and many of our Demand is therefore high for both customers keep coming back, which is their sweet and savoury goods, so La very gratifying.” Patisserie takes orders and creates platters tailor-made for each client. “The tailor-made platters are really
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AIMING HIGHER: UNIVERSITY OF GIBRALTAR’S MASTER OF BUSINESS ADMINISTRATION
BY D REVAGLIATTE
he University of Gibraltar will be offering its very own Masters of Business TAdministration (MBA) as from September this year on both a part-time and full- time basis. An MBA is an elite business qualification and is considered to be one of the most effective ways to increase earnings and advance careers.
Research into global MBAs published by The Financial Times in January 2018, stated: ‘MBA graduates always at least doubled their salaries within three years of completing their degree’. While that seems like a lofty claim for the FT to local networking event who is studying Aine Panter, Programme Coordinator at make, it was based on data collected towards an MBA through an online University of Gibraltar said, “During our from thousands of MBA graduates from university. When I asked her why she careers we often become specialised across the world which forms the basis decided to do it, she told me that her in one area, for example finance or for their annual ranking of global MBA motivation – as well as the prospect of marketing and lose touch with other programmes. potentially earning more money - was areas of a business. A lot of students to “switch her skills and experience opt to study an MBA to gain experience While the financial benefits of studying from a general media/administration within all aspects of business and use an MBA seem credible, surely it can’t background into a more business- that to their advantage to get ahead at be the only motivator for wanting focussed arena”. And it sounds like my work”. When I asked Aine what students to gain the qualification, can it? I friend is not alone in that view. can expect to study on the University’s recently bumped into a friend at a flagship MBA she said, “Students will ISSUE 35 | WINTER 2018/19 | intouch 23
This is achieved through smaller class sizes and direct access to tutors who will support them along the way, it is this that sets us apart from opting to study an MBA online”.
In Gibraltar’s diverse business environment, it can be tough for businesses and employees to sustain success and keep ahead of trends and practices. This is especially true now as we face uncertainty around Brexit. For those of you looking for that all- important ‘competitive edge’ at work or within your industry, an MBA could be the way to achieve it.
The University of Gibraltar is accepting applications to its part-time and full-time MBA starting this September. Go to study a UK-aligned curriculum that opting to study one, “Our part-time MBA www.unigib.edu.gi and search ‘MBA’ includes modules on managing people, requires 8 hours of class time per week strategic decision making, leadership and so students will need to find the time change management, new technologies, to attend lectures, study and complete business law and marketing assignments around their professional management”. and personal commitments” said Aine. She went on to say, “While they will While the benefits of studying an MBA be taking on a challenge, our students are stacking up, it’s worth acknowledging will also benefit from a highly personal the commitment required by those approach throughout the programme.
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BENEFITS OF MANAGING SAFETY
Sally described the events that safety of their employees whilst at work happened that day and the outcome for far as is reasonably practicable. of the subsequent trail of NaturePorts Employers also have a duty to carry It was an insignificant job Reception Facilities who operated the out a suitable and sufficient assessment waste water treatment plant on the of the risks employees and other that should have been so North Mole at the time of the explosion. persons are exposed to, arising from simple….” The company were convicted of three their business activities, and decide “ breaches of health and safety legislation on suitable preventive and protective These were the words of the contractor and were fined a total of £120,000 with measures. These assessments, who survived when on the 31st May 2011 legal costs of £200,000. Due to the together with other legal provisions to an explosion on the pier at North Mole trial, claims for compensation, and the systematically manage control measures, blew the top off a sullage tank, killing one expenditure necessary for the repairs co-operate with other workers, workman, injuring several passengers and clean-up work the company’s (including contractors) and to ensure on a cruise ship berthed alongside and profits were severely affected and they that employees are competent, form the causing a fire which took two days to subsequently sold the business to GibOil. basics of an effective health and safety extinguish. Health and safety legislation in Gibraltar management system. is not as mature as similar legislation The event was used as a case study by in the UK. The Gibraltar Factories Act Bob explained how the North Mole Sally Robinson, Director of the UK based 1956 underwent revision in response to a incident could have been avoided if Consultancy The Safety Management European Health and Safety Framework the risks had been properly assessed, a Bureau who gave a presentation to the Directive which in turn resulted in a raft safe system of work identified, and the Gibraltar Federation of Small Business of Regulation introduced in the 1900’s. contractors adequately supervised. members on 1st October. Bob Robinson of The Safety He explained, with reference to a number Management Bureau outlined the main of UK cases, how individual managers The case study highlighted, how the provisions of the Factories Act and the had been personally convicted of such failure to assess health and safety risks, key requirements of The Management offences when they had clearly failed to and plan, even what appears to be of Health and Safety Regulations exercise reasonable care in fulfilling their simple workplace tasks, can result in fatal 1996. These included a general duty role at work. consequences. of employers to protect the health and
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Whilst tough financial and custodial sentences for health and safety convictions are not usually the case in Gibraltar, Sally explained that the importance of effective safety and health management went beyond legal compliance as socially responsible and successful businesses recognised the importance of protecting and investing in their employees.
Better health and safety management and an engaged workforce promotes higher productivity, quality outputs and a sustainable organisation which continues to grow and become more profitable as well as being ale to meet the challenges of the changing world of work. Safety and health needs to be recognised as an integral part of everyone’s role, regardless of level within an organisation, and to become a core value of an organisation. This requires a change in culture which can be driven by the introduction of effective policies and procedures that support changes in employees’ behaviours influencing what they do and don’t do.
With committed top-level leadership Sally & Bob Robinson, The Safety Management Bureau organisations can implement effective management systems using the Plan, Do, Check Act principles which form part required to undertake them. The North of the recently introduced International The Safety Management Bureau have Mole explosion clearly demonstrated Health and Safety Standard ISO worked closely with the Environmental how the employer had legal responsibility 45001:2018. Agency and Training Packages in for the work carried out on their behalf Gibraltar delivering Institution of by a contractor and the need for In many years of advising organisations, Occupational Safety and Health proper risk assessments, planning and including Governments and Government IOSH as well as Charted Institute of supervision. Agencies, Sally believes that Environmental Health CIEH accredited management systems need competent Health and Safety Training. Sally is developing a risk assessment people for their implementation and course to be accredited by IOSH and continual improvement. Competence Increasingly, supply chains seek Bob recommended the use of a publicly at all levels can be achieved through assurance on quality and management of available standard (PAS 91) in assessing effective training to recognised standards safety and environmental issues and Bob contractors’ competence as well as of a certificated awarding body. explained how a gap analysis of current Safety Schemes in Procurement (ssip. management arrangements against the org.uk) as a qualifying standard. The Institution of Occupational Safety requirements of International Standards Sally and Bob look forward to spending and Health (IOSH) are recognised as ISO 9001, 14001 and 45001 can be the more time in Gibraltar and working the leading international professional first step to certification which provides closely with Charles Zammit of organisation for health and safety. such assurance. The Safety Management Training Packages to offer a range of The Safety Management Bureau are Bureau specialise in developing, accredited health and safety training and licensed to run their training courses implementing and auditing management consultancy services. which introduce the need to work safely systems to these standards. to all employees (Working Safely); provide the knowledge for managers The concluding discussion focussed on to carry out basic risk assessments and difficulties in selecting and managing integrate health and safety into the contractors, with members providing day to day management of a business their experience of working with (Managing Safely) and qualify individuals contractors who cannot demonstrate wanting to either pursue a career in their competence or fail to recognise health and safety or get more in-depth the need for safe working practices. understanding of health and safety and There was also discussion about risk its affects on their organisation (Safety assessment and the competencies and Health for Business).
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LANGUAGE MATTERS- IS SPEAKING ENGLISH REALLY IMPORTANT IN THE SERVICE SECTOR? BY D. REVAGLIATTE
he University of Gibraltar The relevance of English in the marketplace in collaboration with the GFSB recently conducted Ta survey investigating 90 how English is being spoken in 80 the service sector. 70 60 50 The results of the survey were shared 40 at a recent GFSB Breakfast Club event, 30 which are free for members of the 20 GFSB. Rebecca Moon, programme 10 coordinator for the University’s Europa 0 Point Language Centre said, “Whilst the Important that Improved results aren’t necessarily surprising, they employees communication did spark discussion and debate about speak English = greater sales how improvements can be made across Gibraltar’s retail sector”. Strongly agree Agree Neither
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07411 business loans A4 Ad_GIB.indd 1 23/11/2018 08:49 28
Results The majority of survey responses would indicate that this area requires immediate attention. And that as a business community it is important that we strive to improve English language skills.
This is what you thought:
• when asked, if it is important for employees to speak English; 92% agreed that it was, with only 8% neither agreeing nor disagreeing.
94% of participants • 94% of respondents thought that also agreed that if improved communication would mean greater sales. employees had a better understanding of English • 94% of participants also agreed that if it would have a more employees had a better understanding of English it would have a more positive positive impact on their impact on their businesses. businesses. • And again, 94% felt that the tourist experience would be improved if Relevance to the customer employees communicated using a better level of English.
We then moved on to explore the skills that business owners feel are important 70 to improve. 60 50 These included a resounding support 40 of improving soft skills such as facial 30 expressions, body language and eye 20 contact. Followed by the importance of 10 workers being engaged and polite. All of 0 these results fell between 91 - 100%! Better English Improved = improved English = Next Steps tourist Better Taking all the survey results into account, experience customer the University of Gibraltar, with help service from GFSB members, has designed a language course for workers in retail and Stongly agree Agree Neither service sectors. These courses aim to improve, enhance and promote better Relevance to my business use of the English language, which in turn should make the visitors’ overall
80 experience to Gibraltar a more positive
70 one, as well as giving locals an added sense pride when they walk down Main 60 Street. 50
40 If you are interested in finding out more 30 about the survey results or language
20 courses please contact [email protected] 10
0 Investment in Better employees = understanding = investment in more positivie my business impact Strongly agree Agree Neither
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Can you protect your future growth in a changing geopolitical climate? ey.com #BetterQuestions ey.com/gi +350 200 13 200 [email protected] © 2018 EYGM Limited. All Rights Reserved. ED None. All Rights Reserved. Limited. © 2018 EYGM intouch | ISSUE 35 | WINTER 2018/19 30
THE BUSINESS OF ENVIRONMENTAL CONSCIENTIOUSNESS
’But it’s only one straw’ said “It is a well-known quotation,” he smiles, and snorkelling trips to see animals in eight billion people,’” quotes “but its meaning is significant to us as a their natural environment complement Lewis Stagnetto. Lewis is community, especially as Gibraltar is a their onshore programme. They are small city. If every one of us refuses to “one of the founders of The also deeply involved in running local use a plastic straw that’s thirty thousand environmental campaigns such as local Nautilus Project in Gibraltar fewer straws in landfill or possibly beach cleans, Paws off Straws and and well-known locally for in the sea with all the damage they Plastics to Paper as well as the refill his work to raise awareness cause to the environment. If we each campaign to support the switch to across Gibraltar’s community stop buying single use plastic, that’s refillable water bottles from single use a significant reduction in the amount of the dangers of pollution to plastic bottles. of single use plastics consumed. Since marine life and our entire global the manufacture of plastics is based The point of the campaigns, Lewis ecosystem. We spoke at length on consumer demand, it is a simple explains, is to raise public awareness about some of the campaigns deduction to make that reduced demand of the damage being caused to our that The Nautilus Project is will lead to reduced production of plastic environment by human activity, and currently involved with. More goods.” the danger that this poses to our very specifically, we discussed the existence, our way of life, our species The Nautilus Project was set up in 2015 and our planet. This raising of awareness impact that businesses have on and since then has been delivering is supplemented by helping people find the environment – at a global educational and awareness-raising ways of changing their behaviour to level as well as locally – the initiatives on Gibraltar’s marine lessen that damage. role businesses can play in environment. They do this through their various programmes that reducing the damaging effects Human activity is inextricably linked include school visits as well as a ‘coast to global economic activity and the of that impact, and, crucially, crawler’ programme which involves impact that businesses have on how the benefits to businesses of taking groups of children to the coast we consume the earth’s resources and becoming more environmentally to explore the wonderful marine how we deal with the waste from our conscious. environment at our fingertips. Boat trips activities is vast. In capitalist systems
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demonstrate greater responsibility to the Public perception is, of course, vital to environment, with the offering of loose, the survival of any business and there fresh produce, re-usable carrier bags, has been a noticeable change in this and by allowing customers to buy fresh over recent years. Where once people meat and fish using their own reusable were happy with their colourful plastic containers for taking their purchases bags, today paper bags and hessian are home. considered more luxurious. The same can be said of metal or wooden straws. Gibraltar is clearly part of a global Why, Lewis pointed out, would you movement for change. Besides reducing want to order a sophisticated, modern plastics, the local food and drinks cocktail served in a beautiful glass with sector is moving towards a more a stunning display by a world-class environmentally conscious attitude. mixologist…and then sip it from a plastic There exist increasing opportunities straw? No wonder bars are changing these days to buy organically-produced their offering. foods in the local supermarkets and shops; local restaurateurs are beginning While it is at governmental level that to look more closely at their supply lines food producers and manufacturers are and seeking out seasonal local foods, obliged to rethink the environmental and ethically, sustainably produced impact of their production systems – and items to offer customers who are that includes agriculture and fisheries increasingly concerned about how their – it is at the grass roots of consumer in particular, the consumer wields a money is spent and how this affects power that the sector is shaped. Change surprising amount of power – businesses the environment. There is a noticeable starts with the individual buyer and seek to influence behaviour in order to increase in vegetarian and vegan eating the more that consumers question generate growth and profit, but at the and a reduction in meat consumption and change their habits, the more the same time, have to respond to consumer which is beginning to be clearly evident producers will find themselves having demand: if there is little or no demand in the choices available in local menus. to respond. As both providers and for a product, the market will react and This move was brilliantly highlighted at consumers themselves, the food and avoid producing it. Hence the drive to the Calentita Food Festival in 2018, when drinks sector can have a huge influence create alternative, environmentally safe vegan options were more numerous and locally. Eventually, as like-minded people options so that consumers can actively where there were no plastic containers collaborate, networks are formed, lessen global demand for plastics. “What – the public were encouraged to bring behaviour is influenced and change we are seeing in so many countries their own plates and forks or were spreads. And it can only be for the long- and in Gibraltar,” Lewis explains, “is supplied with bamboo cutlery and term benefit of us all. that consumers are actively seeking cardboard containers. “And it worked alternatives. They are swapping plastic really well,” said Lewis. bags for paper bags or hessian and other reusable bags to carry their shopping The business case for taking on board and businesses are responding fast.” socially responsible policies is strong. The Nautilus Project works to advise This is also true of the food and and support local businesses to make drinks industry, which has been in the those all-important changes. Numerous limelight worldwide for the impact that restaurants and food retailers have industrial food production methods, already shown that they understand the transportation and consumption has on issues concerned and the positive impact the environment. Switching packaging that these changes can have on their to cardboard, which is obtained from businesses. Undoubtedly the support of sustainable sources and more easily the Government of Gibraltar is extremely recycled, is the start of the move away helpful as the sustainable sourcing factor from harmful plastics. While in Gibraltar is made easier for businesses through we are not involved in food production the taxation system. For example, and we have fewer options when it the increase in import duty on single comes to sourcing food locally so that use plastics makes it economically the carbon footprint of its transportation more viable for businesses to swap for is reduced, we are nevertheless seeing sustainable alternatives. This all helps restaurants and bars move towards to convince businesses that aside from offering reusable cups for take-away their own views on social responsibility coffees, businesses across Gibraltar and how their customers perceive them, are beginning to offer water refill there is a real “pounds and pence” case points and take-away restaurants are for switching from plastic to recyclable, swapping plastic cutlery for bamboo. sustainable materials. Even the supermarkets are beginning to
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roject Management has come on leaps and ACCREDITED bounds over the last Pfew years with PRINCE2 TRAINING method being the world’s most widely used; and it naturally makes sense for anybody LAUNCHES IN wishing to embark on a full-time career in the discipline to ensure they undertake a professional GIBRALTAR course in order to obtain a recognised and transferable qualification.
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The PRINCE2 certification is for anybody career, or an organisation providing have identified need some training who finds themselves frequently ongoing training for your staff. before taking on a new project. engaged in the planning and execution of tasks designed to improve the ways in Grasp Ltd has partnered with ILX • Those identified via the company which their particular area, department – a global leader in the provision of appraisal scheme – ensuring that the or team operates. These people will find accredited and classroom-based course is deemed as a ‘must have’ piece it a considerable advantage to be able education, with over 28 years’ of training rather than something nice to to complete such tasks in as efficient, experience - to offer accredited Project have. timely, and comprehensive a way as Management training with the PRINCE2 possible. Certification. A first course will be held • A Gap Analysis can help you in May, and as this course is based in understand and prioritise business needs The certification gives the delegates Gibraltar there is no travel expense or by helping identify any deficiencies or the tools to divide the project/task into VAT to add to the balance. Also, being shortcomings that need to be overcome. manageable and controllable stages. It an intensive 5 day course, the delegate is worth bearing in mind that the need will certify and will be fully accredited If you are completely new to Project to engage in such projects is becoming PRINCE2 Practitioner. Management and wish to progress into increasingly common, and is affecting the industry, a training course is the best more and more employees. This is This guide will help you, your colleagues place to start. largely owing to the constant pressures and your company to decide who should on businesses and organisations to try attend project management courses: new avenues of growth and direction; and new ways in which to increase • Make a list of all the projects underway efficiencies. identifying the project sponsor and the project manager alongside the project Training can be expensive and therefore team. These are high priority candidates it is important to ensure the expenditure for project management training courses. is worthwhile and maximised to the full. There needs to be a real return on • Those who will soon be Project the training investment, whether you’re Sponsors or Project Managers – these an individual looking to enhance your are people who you or the company
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Breakfast Club Seminar: Brexit and Employment “Brexit is an un-guessable issue.” (Gabrielle O’Hagan, Red Tower Law)
ith only 22 days to go at the time of writing, the only Wthing that appears clear about Brexit is the sheer lack of clarity about the likely arrangements the UK, and with it, Gibraltar, will have with the European Union post withdrawal.
Uncertainty never sits well with business, not least uncertainty that arises from political turbulence that is entirely outside a business’ control. With lack of political agreement in the UK keeping the Brexit waters muddied, and with the spectre of a new election in Spain looming on the near horizon, it is no surprise that Gibraltar’s business community is thirsting for any scrap of information that might help them plan sufficiently well to ride the swell that is likely to arise when the Brexit storm hits our shores. While the GFSB’s Breakfast Gibraltar has a unique problem as possible, remains highly unlikely, Ms Clubs have become increasingly popular a result of Brexit, and that is that O’Hagan explained. She did, however, in the past couple of years, the large an unusually large proportion of its indicate what the most likely scenarios turn-out for the 6th March seminar was workforce does not actually live in might be and what businesses could to perhaps unsurprising. Gibraltar but instead reside in Spain. do prepare themselves, and their frontier As InTouch has discovered during workers. Although there have been Presented by Gabrielle O’Hagan of discussions with many businesses since various positive commitments from the Red Tower Law, a highly respected the Referendum on 2016, there is a UK, Spanish and Gibraltar governments and experienced employment law good deal of concern among individual to support the fostering of continuing expert who also sits on the Gibraltar companies over whether they can good working relationships and a free Employment Tribunal, the seminar continue to trade –at least continue to flow of people through the border post- attracted a broad range of businesses trade as successfully as they normally Brexit, there has been almost nothing from across Gibraltar’s sectors. With would – if there were serious restrictions more concrete in terms of how this many of these heavily reliant on frontier on the flow of people through the border might translate on a practical level. workers, interest in the possible effects on a daily basis. Complete closure of of Brexit on those workers was keen. the land border, although technically
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The issues that are likely to arise may The seminar also looked at the need for business can take to prepare itself and include the need to ensure that British businesses to prepare for the likelihood its workforce is likely to be of benefit. nationals living in Spain and working of delays for both foot and vehicular The GFSB continues its consultation in Gibraltar, as well as Gibraltarian traffic at the border as, once outside the with the Deputy Chief Minister and nationals living in Spain, have the EU, the checking of individual passports the Chief Minister in order to provide correct paperwork in place to ensure will become more thorough than it is information to its members as quickly as a continuing right of residency and the currently. Businesses were alerted to the this becomes available, and also in order correct work permits, if these are also fact that they could expect employees to communicate business’ concerns required. The issue of work permits will to have instances of lateness as they effectively to Government. It is, in fact, be particularly pertinent for Spanish adjust to new circumstances or even hoped that the Deputy Chief Minister nationals working in Gibraltar and vice full days of absence if they cannot cross will address a Breakfast Seminar in the versa once Gibraltar is formally no longer into Gibraltar. Ensuring that there are forthcoming weeks. part of the EU. Businesses could consider appropriate disciplinary procedures and ensuring that they are familiar with the support structures in place will enable Enabling GFSB members to keep up law, keep up to date on any changes businesses to deal with each individual to date on a range of issues pertinent to the legislation that may be made in employee’s circumstances without to business in Gibraltar is one of the the wake of the withdrawal, and also risking problems associated with unfair main focuses of the Breakfast Club and with the processes involved. Businesses dismissal claims. members are encouraged to attend and should also consider how much help also to contact the GFSB with any topics and support they will offer their frontier The seminar also addressed individual that they may consider useful to address. workers to ensure they are legally able to questions both form members in With its opportunity to meet other work in Gibraltar if they do not live here. attendance at the Breakfast Club and businesses, discuss topical issues and Supporting staff is likely to help with staff those who had sent questions to GFSB network, Breakfast Club seminars are a retention in the probably circumstance by email in advance. particularly useful means of keeping up that they need to face delays as they to date and in touch. cross over the border, or they need to Brexit is perhaps the single most re-apply for various permits depending significant event that businesses on their personal circumstances, which currently face. With a lack of definitive may affect their willingness to continue information on the terms of the UK’s to work in Gibraltar. withdrawal from the EU, whether there will be a delay to the withdrawal an whether political goodwill on either side will continue, every practical step a
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Annual General Meeting
he Gibraltar Federation of Small Businesses held its annual general Tmeeting on Thursday 21st February. Its conference room at its Irish Town office suite was full to capacity for this year’s AGM, testament both to the increasing numbers of members and the growing participative nature of the Federation in recent years.
In his report to members, GFSB Chairman, Julian Byrne, reviewed the Federation’s activities and achievements of the previous year. Reflecting on the presentation of a healthy set of accounts by Federation Treasurer, Daniel Delgado. Mr Byrne emphasised that as a non-profit making organisation, the GFSB continuously sought ways of re- investing surplus funds for the benefit of Reviewing the Federaton’s Business and streamline many processes for the membership. During the past year, Innovation Awards, Mr Byrne businesses.” this work has included a full review of commented on how these are Gibraltar’s retail offering in Main Street, increasingly popular. “We thought last The biggest current issue that has investing in updated technology and year’s numbers of entrants were good,” been looked at closely over the past a new website, and developing further he said, “with some excellent business year and continues to be a concern to training and events. ideas. This year we have had many more members is Brexit and the continuing entries than ever before so we have had uncertainty of not having an outcome In his review of the year’s events, Mr to put together two phases of selection determined with just some 40 days to Byrne pointed to the success of the and shortlisting the finalists was tough.” go the withdrawal from EU. The GFSB is, GFSB’s Speed Networking events. This, he continued, is great news for on the whole, optimistic that Gibraltar, “Networking is often the main reason Gibraltar PLC. “The GFSB is absolutely already outside the Customs Union, is why members join the GFSB. Each of the delighted that there are increasing well placed to handle issues associated two events held last year were attended numbers of entrepreneurs, especially with importation and exportation of by over 50 businesses and the feedback young people, who are demonstrating goods that might arise from a No Deal was very positive. We are going to creativity, courage and great business Brexit. However, members considered continue to hold these events twice a acumen, creating wealth and jobs for that it would be prudent to plan as year.” Gibraltar.” much as was possible, to consider how importation of goods direct from UK Further opportunities for networking As an organisation representing its might be affected by any problems that and learning are offered by the GFSB’s members’ interests, the GFSB has the UK itself might experience and to Breakfast Clubs. These have been been working on numerous issues, Mr keep in mind possible political changes in ongoing for a few years and have Byrne reflecting on three core topics. Spain as a result of the Spanish elections become increasingly popular, with “We continue to work closely with due in April. themes and speakers selected for government and businesses on the their topicality and as a response to issues associated with the business This year’s meeting featured discussion suggestions from members. This past licencing system, and are optimistic on two major issues that the GFSB will year, Breakfast Clubs have addressed that the current system, which does be addressing in the year ahead. The first issues such as employment law, health cause a burden to businesses, will be of these is the incorporation of Women and safety, tax issues and the tourism amended and simplified,” he said, “we in Business as part of the Federation, industry, just to mention a few. These are also hoping to see further progress which was agreed at an Extraordinary useful seminars will continue during the on Egov, which we know will modernise General Meeting earlier in the month. course of next year.
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This will involve some constitutional changes and it is expected will bring to the Federation the opportunity to work with the local business community to increase inclusivity.
The GFSB is also involved in the development of a Business Improvement District based on and around Main Street, itself one of the major outcomes of the Federation’s Main Street Review that was undertaken last year. This will create a team that will find ways of improving Main Street based on some of the ideas that were generated during the Review. With Main Street a focal point for so many businesses as well as for the local community and visitors to Gibraltar, this was considered an essential move to continue to develop and improve Gibraltar’s overall economy.
New members were then elected to the GFSB Board, with thanks being proffered to outgoing members, Lianne (Azzopardi) Garcia, Michael Borge and Kamlesh Khubchand. This year, Janet Brear, Brenda Cuby, Rachelle King, Rosana Olivares and Fiona Young will add their energy, enthusiasm and expertise to the GFSB.
The evening was rounded off with refreshments and a chance to network and exchange ideas, with members already looking ahead to the next GFSB event, its annual Gala Dinner, which will be taking place on Thursday 21st March. Further information on this, as well as information on joining the GFSB and the benefits available to members can be found on the GFSB website: www.gfsb.gi
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New Member Profile
they know about new music and want to contact us, we’re ready to listen. “The process of setting up the business had its challenges and was exciting,” Evan recalls, “at first we thought that it would all be pretty straightforward, but soon found that because no-one else had set up a radio station in Gibraltar in over fifty years, there were hurdles we had to overcome. However, we found that the relevant government bodies and statutory agencies such as the GRA ROCK RADIO were all tremendously helpful. Whenever we hit a wall, the GRA and also Minister Linares and his team were on hand st October 2018 was a “Daniel and a few others were over here willing to offer assistance and that push significant day in Gibraltar’s in Gibraltar from UK and we got chatting that we needed.” broadcasting history. It was about the lack of options in Gibraltar’s radio offering over a few drinks, and 1the launch date of Gibraltar’s This meant that inevitably there were as the drinks flowed, we became more delays and frustrations, but Evan first ever independent and more convinced that Gib absolutely explained that on the whole they commercial radio station, fresh needed an independent commercial received goodwill and lots of support, voices for a new generation of radio station that had an upbeat, modern even at ministerial level, which not only Gibraltarian listeners. feel and sound to it. The idea was born helped, but kept the team enthused there, and we never looked back!” and energised. Overall it took some two The founding team knew that studies “It was the climax of a crazy amount years for all the permits and licences carried out some years earlier had of work and co-ordination right up to to be in place, for the equipment to be indicated that there were two the last minute,” says Evan Wahnon, ordered, imported and set up. demographics that might benefit from Co-Founder and Head of Sales & “We did have some last minute dramas,” an improved radio offering: both young Marketing. Evan and Co-Founder Daniel Evan smiles, “one of our pallets of people, and older people. “We decided Harrison, had previously been working equipment we were expecting suddenly that we wanted to offer something very in the media industry in UK. “Daniel’s went missing in transit with only five current, something that really resonates background was mainly in TV working days to launch date, so while we with young Gibraltarians. Not necessarily on the shopping channels and he had were supposed to be testing all the just young in age,” says Evan, “but young also been involved in some radio,” Evan equipment, instead we were chasing at heart!” explains, “but although media appears around Europe for it only to find it had like a vast network, it is actually a much never left the UK!” Consequently, the music offering is fresh, smaller world than it seems, particularly The equipment arrived on the Friday, new, with rarely a track played that is radio. We had friends and contacts giving the team the weekend to carry any more than 10 years old. “We refresh everywhere – after a few years, you all out tests. “We worked flat out and our playlists regularly,” says Evan, “we tend to know each other.” everyone involved was incredibly have a small team so we can thrash out helpful,” says Evan, “it was a pretty ideas easily and we are all very much on The idea for Rock Radio came about as stressful weekend, with tech issues that the ball when it comes to new music. We the result of a casual chat on an evening we had to resolve, but we did it and on are also highly responsive to our listeners out with friends from the media industry. Monday 1st October, we were on air as and will consider their suggestions so if scheduled.” ISSUE 35 | WINTER 2018/19 | intouch 39
Pradeep Karnani, Carina Capurro, Ant Loddo, The Rouge (Michelle Rugeroni), Gianna Mercieca, Daniel Harrison, Tony Reeder, Resham Khan, Cheryl (Basscake) Jeffries and Derek Marks.
Evan stressed how hard the team work Rock Radio is developing all the as chosen by the station’s listeners. and how valuable each member of the time and carries out live broadcasts, Following on from their first fund- team is for the operation of the station. competitions and call-ins. “We are very raising event which raised over £2,000, “We really value our staff. Most of us much about Gibraltar and about being a the next fund-raising event is a Charity have got to where we are from the part of the community,” Evan explains, Quiz Night to be held at Bruno’s ground up, and that is the best way to “our audience is growing all the time, Restaurant on March 12th. More details learn what radio and the media is all especially as we have our downloadable of this can be found on the Rock Radio about, but we don’t need to forget our app and people can listen to us on the website: www.rockradio.gi/action roots. We put a lot of emphasis on giving go on their mobiles and online. We “Rock Radio is new, it’s exciting, we people opportunities to develop their also want to give back and encourage are getting great feedback from an individual talents and to shine their own listeners to relate to each other, so expanding number of listeners,” says light out into the world. For example, not giving a voice to community groups and Evan with enthusiasm, “In January only do we have our regular team, but on charities is important to us.” Recently we extended our live hours, added Fridays we have a slot for Gibraltar’s DJs the station launched Rock Radio Action, additional shows to our schedule and to work their acts. It’s great for them and whereby they hope to raise £25,000 for began posting news articles on our it showcases their talent, and it’s great local charities. The charities chosen for website to complement our hourly for us because it helps us keep fresh and 2019 were GibSams and the Gibraltar news bulletins. We hope to continue relevant and involved with Gibraltar’s Alzheimer’s and Dementia Society. Both expanding our team of presenters, and grass roots community.” charities will receive 40% each of the bringing the local community exciting total funds raised with the remaining music and competitions that we’re fast 20% distributed among other charities becoming known for!”
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Meet the Board
Meet Tony Lopez GFSB Board Member
Was it difficult at times to balance What are the achievements you are family commitments and business most proud of? commitments, and what are your tips What made me proud is when I for finding that balance? successfully helped my first Company Everybody in business must balance achieve certification to three family commitments with business Standards namely the ISO9001 Quality pressure but it is question of balancing Management System, the Environmental priorities and fulfilling all your Management System ISO14001 and the commitments and responsibilities. In a Health & Safety Standard ISO45001 in way being the owner of my business 2006. gives me the flexibility of handling What made you make the move into difficult situations by being able to fit What do you think are the most running your own business? a busy schedule to keep my customers important characteristics of successful When I retired from Gibtelecom I was happy and at the same time give myself business leaders? offered a contract for two years to the space to fulfil family obligations (be The key characteristics of successful maintain their ISO9001 Quality Standard. it good or bad times). business leaders in Europe is the use of The contract was extended to six years the European Excellence Model to run and subsequently mainly by word of What were the biggest mistakes you their business. The EFQM launched the mouth rather than marketing, I obtained think you made? Business Model in 1989 and is used by numerous customers interested in At the risk of sounding ostentatious, I do some 30,000 Organisations in Europe. achieving the ISO9001 Quality Standard. not believe I have made big mistakes. I In Gibraltar, Gibtelecom is the only Today I have over 30 customers and purposely chose a niche business for my Company using the Model. I also do the Environmental Standard Company which would keep me busy ISO14001:2015 and the Health & Safety in an area which I like and promises to The Excellence Model has Enablers such Standard ISO45001:2018. improve businesses run efficiently and as:- increase profits. • Leadership What were the biggest challenges • People in the early days and how did you What would you do differently if you • Policy & Strategy overcome these? had the chance? • Partnerships & Resources During the six year contract with I have been involved with the business Gibtelecom there were no major of ISO Standards for 26 years now And Results:- challenges as I had the safety net of and what I need is to improve my • People Results a steady consultancy contract from a marketing to ensure that all businesses • Customer Results relatively large Company, by Gibraltar in Gibraltar get to know of the benefits • Society Results standards. Thereafter it was difficult of achieving ISO9001 Quality Standard. • Key Performance Results to increase my portfolio of Companies It is a Standard written by subject as I had a build a reputation and cope matter experts from over 100 countries The Excellence Model is like a Business with competition. However by keeping at the International Organization for Blue Print, spelling out how Companies abreast of developments with the Standardization in Geneva, Switzerland ought to operate to be successful and Standards and providing excellent and designed to be best working profitable. Similar Models are used in the service was the main driver for success. practices to help your business. There USA called the Malcolm Baldrige Model are over 1.1 Million Certifications for and in Japan called the Deming Model. Did you ever feel like giving up and ISO9001 in the world (2016 figure). how did you overcome that? Like most things in life I have had ups and downs and sometimes I have thought of giving up. However the support and loyalty of my customers helps me carry on and am grateful for their continued support.
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EFQM Excellence Model VISION The Gibraltar Federation of Small Businesses will be recognised as the leading organisation in Gibraltar for ensuring that the interests of small businesses are protected. In addition the GFSB participates in numerous Government Boards and Committees (by invitation) as follows:-
• Business Licence Board • Conditions of Employment Board • Health & Safety Board • Cross Frontier Group • Labour Advisory Council • Small Business Board • Tourism Advisory Council • ESBA Board What is your favourite thing about best summarised by the GFSB Mission • E-Business Advisory Council being in business? Statement and Vision :- • EU Funding Board (Small Grant Board) What I like about being in business is the fact that I am always learning MISSION STATEMENT about different business disciplines as The Gibraltar Federation of Small I adapt my ISO knowledge to a whole Businesses will provide local businesses range of Companies in Shipping, Retail, with sound business advice and will Cleaning, Electronic Servicing, Transport, work to ensure that the right business Bunkering etc. environment is created in a fair manner for all its members. What is your business dream and has the end game changed for you over the years? My business dream is to break into the Public Sector market as I think that many would benefit from ISO Certification. I worked as a Civil Servant for 26 years and have insight knowledge of the difficulties of managing by constraints rather than managing by results. Ironically when applying to be a Government Preferred Supplier one is asked if your Company is ISO Certified to ISO9001 Quality, ISO14001 Environment and ISO45001 Health & Safety but Government Departments are exempt from this. T.L CONSULTING LTD Conversely Government Department which have privatised such as Gibtelecom and Aquagib have for Seamless Transitions to years subscribed to ISO Certification ISO 9001:2015. and have improved in many fronts Environmental Standard such as customer care and profitability. Also Government Authorities benefit ISO14001:2015 from ISO Certification in particular Health & Safety Standard the Gibraltar Port Authority and the Gibraltar Maritime Administration. ISO45001:2018 Implementation Made Easy. Why did you join the GFSB and what are its greatest strengths? I was head-hunted by the Chairperson Implementation Made Easy. of the GFSB Mrs Marielou Guerrerro in CO TACT 2005 and have been in the Committee T.L CONSULTING LTD ever since. The greatest strengths are O 57333000
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