What Makes Us Tick

February 2025

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What Makes Us Tick? ............................................................................................................................................................................ 1 Welcome To Auchrannie .................................................................................................................................... 3 About Auchrannie .............................................................................................................................................. 3 Vision, Mission and Guest Promise .................................................................................................................... 4 Our Senior Management Team and Company Structure .................................................................................. 5 Our Executive Board........................................................................................................................................... 5 Our Operating Board ...................................................................................................................................5 to 6 Employee Ownership Trust Board ..................................................................................................................... 6 History Of Auchrannie ...................................................................................................................................... 19 .......................................................................................................................................................................... 19 Auchrannie – The Current Era .......................................................................................................................... 20 Our Business Model ........................................................................................................................................... 9 Employee Ownership ....................................................................................................................................... 10 Values and Behaviours ..................................................................................................................................... 12 Delivering Hospitality with Passion and Personality ........................................................................................ 14 Your Employee Journey.................................................................................................................................... 15 Team Benefits................................................................................................................................................... 16 Green Tourism, Sustainability and Corporate Social Responsibility ................................................................ 22 Our Awards and Accolades .............................................................................................................................. 24

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Welcome To Auchrannie It’s great to welcome you to our Auchrannie family and we have developed this “What Makes Us Tick” book to give you lots of insights and information to make sure that you receive everything that is important to you at the start of your employee journey. Our aim is to help you to settle into your new role and quickly feel part of our fantastic and friendly team. Your aspirations and dreams are something that we want to support you in achieving, and this begins right at the start of your journey.

As an employee-owned resort, we are excited that you are now part of our team and we know that you will continue to show the passion and personality for both the role and Auchrannie Resort that impressed us in the first place.

We also have our “Small Print” document that will explain our policies and processes and complement your contract with more information and details about our terms and conditions of employment.

As well as supporting you during your induction period, we hope you will continue to use both publications as a quick reference guide throughout your time at Auchrannie. We have covered many topics and we hope that you will take the time to read through everything, however, please feel free to ask your Head of Department about anything you’re still not sure about.

About Auchrannie Auchrannie was acquired by Iain & Linda Johnston in 1988 with a vision to provide indoor leisure facilities to the island community and visitors. In achieving this, Auchrannie has grown from a 16-bedroom private hotel to the resort it is today, welcoming 45,000 overnight visitors plus their VIP’s (very important pets) annually.

Iain Johnston MBE - (1933 to 2015) and Linda Johnston founded Auchrannie Resort in 1988. Iain retired from the business in 2010 and was proud and happy to have the opportunity to build Auchrannie for the benefit of its guests, team members and the Isle of Arran. We are all grateful for his part in creating the amazing Auchrannie resort as without his vision, passion, drive and generosity none of this would have happened.

Ronnie Mann, CA - was part of the indispensable “team of three” which founded Auchrannie in 1988 and was both our Project Manager and Finance Director. Since his “retirement” in 2015, Ronnie has continued to demonstrate his commitment and love for Auchrannie on a consultancy basis whenever we call on his knowledge and experience.

Employee Owned At Auchrannie Resort we are proud to have become the first Scottish hotel/resort to become employee-owned in November 2017. Auchrannie will, therefore, always remain an independent, locally run organisation with community values at its heart.

Award Winning Auchrannie is a unique and multi-award-winning resort renowned for providing aspirational holiday experiences to guests. Our resort is run by friendly and passionate people who are committed to delivering exceptional attention to detail and customer service. This is key to the resorts’ success and we want all of our guests to leave happy and return often.

Our Values Everything we do is underpinned by our company values of People First, Integrity, Community, Uniqueness. We care passionately about what we do, aim to give value for money and we will act professionally with integrity at all times.

Fair Work Without our fantastic, talented, hard-working and committed team Auchrannie would not be such a special place to work and visit. We believe in fair reward and that’s why we committed to fair work, becoming one of the first adopters of Real Living Wage in the hospitality industry in 2018.

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Vision, Mission and Guest Promise Company Vision Auchrannie is an iconic employee-owned resort with unique facilities, services and personality which is much loved and synonymous with the Isle of Arran.

We will continue to focus on our principles and community values whilst we aspire to maintain our position at the forefront of the Scottish hospitality industry by investing in innovation, our people and our product. This will allow us to build profitability which will guarantee long term sustainability for the company and an awesome future for our team.

In tandem, we must also delight our guests and assist Arran “The Island” to build on its reputation as a highly regarded, successful, year-round destination.

Guest Promise Our aim is to deliver hospitality with passion and personality. We will treat our guests as individuals and aim to provide a truly awesome, special and unique experience which gives our guests a happy and relaxed holiday that exceeds their expectations. We care passionately about what we do, aim to give value for money and we will act professionally with integrity at all times.

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Our Senior Management Team and Company Structure Our Executive Board The Directors of the company are legally responsible for the management and legal oversight of the business.

Linda Johnston, Co-founder and Executive Chairperson - Linda co-founded the resort in 1988 with her late husband, Iain. She still works on-site, mostly strategically, but is also involved in the practical side of the business. She is passionate about all things Auchrannie, chairs the Executive Board and represents the Resort externally, working with a broad range of public and private stakeholders. She was a founding Director of VisitArran in 2012, is currently a Director of Arran Development Trust and Co-chaired the Fair Work Conventions Inquiry into Scottish Hospitality held from 2022 to 2024.

Richard Small, Resort Director - Richard has been in his current role since 2007 and is in charge of all operations and infrastructure at Auchrannie. His knowledge of everything Auchrannie is exceptional, as is his attention to detail. Richard first started work at Auchrannie as a kitchen porter, aged 14. Since then, he has spent most of his working life working his way through the ranks in many different roles at Auchrannie. He has also undertaken extensive professional development and has taken several “career breaks” to experience work elsewhere.

Colin Morrison, Finance Director - Colin joined Auchrannie in 2009 and plays a key role in shaping the company’s strategic direction. As Finance Director, he oversees our financial operations and ensures full legal compliance at all times.

Our Operating Board Our Operating Board is responsible for operating all aspects of the Resort and includes our Executive Board members.

Tom Jessop, Head of Finance Tom leads the finance team at Auchrannie. He ensures our financial strategies align with Auchrannie’s business objectives and that our internal financial reporting provides the wider team at Auchrannie with the tools and information to excel.

David Johnston, Projects Director - David, the nephew of our late co-founder Iain Johnston, joined Auchrannie in 2002 and has since progressed through various roles to his current position. In his day-to-day role, David oversees the maintenance and grounds teams to ensure our buildings and estate are always in pristine condition. He is also responsible for ensuring full compliance with Health and Safety regulations, managing ongoing development projects, and driving our efforts toward achieving net zero.

Gordon Hay, Revenue & Systems Director Gordon looks after the Front of House and ASPA team. He also manages revenue growth, marketing, and IT for the entire resort, implementing systems and processes to improve business efficiency, support great customer service, and keep Auchrannie ahead of the curve in both data analysis and digital innovation.

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Kate Aitken, HR Director Kate and her team make sure that we live our fair work ethos, recruiting great people and making sure that everyone has the skills and support they need to deliver the Auchrannie vision of "hospitality with passion and personality”.

Garrie Ross, Resort Manager Garrie is responsible for ensuring the smooth day-to-day operation of the entire resort. His primary objectives are to foster collaboration across the team to deliver exceptional holiday experiences for our guests, and to provide ongoing support to team members throughout the organisation.

Jillian Plenderleith, Recreations Strategy Director Jillian came to Auchrannie on a gap year in 1997 and she’s still with us. She provides strategic and operational oversight and support to the Recreations and Senior team, developing new products and ensuring that our Recreations department (pools, gym, games hall, Playbarn, and Arran Adventure) operates safely and compliantly.

Employee Ownership Trust Board Responsible for holding the Executive Board to account and making sure that the business is run following the ethos of the Employee Trust. They meet with the Executive Board every 6 months.

Independent Trustee Andrew Harrison An independent consultant and expert on employee ownership who has helped to guide us since we entered the Employee ownership process in 2017.

Employee Appointed Trustees Employee trustees are appointed by team members and serve a two-year term.

David Baird

Paulina Olkiewicz

Guest Services Manager

Assistant Housekeeping Manager

Company Appointed Trustees Company trustees are appointed by the Executive Board and serve an unlimited term.

Colin Morrison

David Johnston

Finance Director

Projects Director

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Team Accommodation Development Over the years, we have expanded our team accommodation as our business has grown with an investment of over £3.15 Million.

Since 2013, we have built a development of 5 purpose units in our “Staff Village” with 54 ensuite rooms and 6 studio flats/accessible rooms, with a further unit planned in the near future. We also converted a commercial residential property, Rosemont House in 2016 into 30 large double rooms and our property at Glencloy House, on the Estate also has 12 rooms. On top of this we also have additional accommodations taking our room inventory to 105, 20 more rooms that we have in our hotels.

We are proud of the comfortable, modern accommodation that we provide, and we have a thriving community of over 100 team members making Auchrannie their home.

All of our accommodations are within 5 minutes walk of main Resort. We have a wide range of different accommodation types to suit the needs of our team members from single rooms to large double rooms suitable for couples. Our accommodations also include modern dine-in kitchens, wi-fi, onsite laundry rooms and parking. Rooms are all fully furnished and our kitchens fully kitted out with everything out team members could need. Our HR team oversee our accommodation and support residents make Auchrannie and Arran their home.

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Our Business Model Auchrannie Resort is a key employer and contributor to the economy of the Isle of Arran. The development of the Resort since 1988 has played a large part in changing Island tourism from an Easter to October season to a yearround operation where a wide variety of local businesses contribute to making the island a vibrant, sustainable and popular destination. We are also proud that we became Employee Owned in 2017.

A highly successful, professionally run and multi-award-winning resort, Auchrannie is regarded as a leader amongst Scotland’s hospitality businesses.

Auchrannie was established to create leisure facilities for the community and to support island infrastructure and sustainability. Our team is central to achieving these goals as we need the best people to compete with the best in the world. We are the only fully fledged Resort on a Scottish Island and our annual occupancy of 80% to 90% means we generate an income of around £10m a year.

The business model we adopt is quite different to the standard hospitality “commercial” model which is aimed at delivering profits to owners and shareholders. In running the resort, our key focus is to put our values first and meet all of the following business objectives. Everything we do and every decision we make is carefully considered to achieve a balanced result which does not sacrifice one objective to achieve another.

Our business objectives are: 1.

2.

3.

4.

To be one of Scotland’s best employers and an exemplar for Fair Work in Hospitality To give all our guests fantastic customer experiences To build a sustainable business, true to our founding purpose and Employee Ownership value To enhance and improve Auchrannie’s reputation in Scotland, in the UK and worldwide Since we opened in 1988, £21.15m has been invested in building our accommodation and other facilities including staff accommodation costing £3.15m. Money to fund the development was either borrowed, or in the early years, raised through sales of Co-ownership weeks. A further £2m was borrowed in 2020 to survive the pandemic, and we still owe our bank £6.9m today. Whilst this is a large debt, it is sustainable to the business as long as we continue to work together diligently and professionally.

Prior to recent ferry issues from 2022/23, we spent £675k a year upgrading our rooms and facilities. Creating innovative world-class guest experiences, maintained to the highest standards, is central to our success and an important part of our objectives. Maintenance and essential replacement are ongoing and we will restart our refurbishment programmes when our ferries become more resilient, hopefully during 2025/26.

It is important to understand that Auchrannie is not a cash rich business with large profits. We have industry leading wages; team benefits and bonuses and it costs us more to operate on an island. While the summer months are profitable, we employ our full team over the winter to keep all our facilities open for visitors and residents. This means we make large losses of around £1m during the winter when room rates fall and business is lost due to ferry disruption. We can only do this because we do not have shareholders who demand a return on their investment.

Industry statistics show that a hotel should make a profit of between 5% & 10%. Due to our unique business model, Auchrannie expects to make less profit of around 3%.

Every team member has a part to play in making Auchrannie a great place to work and visit and we can only succeed if we all work hard to achieve our mutual objectives. Please make the best contribution you can to our collective success and in return, the business will commit to investing in you and your future.

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Employee Ownership Why Employee Ownership?

Iain & Linda Johnston wanted to make sure that the resort would always operate in accordance with Auchrannie’s values, that team members would always be valued and that the business would remain rooted in Arran safeguarding community use of the facilities, the sustainability of the business and the island for future generations.

Linda Johnston initiated the move to Employee Ownership to achieve this and the “Trust” was formed in 2017.

What Employee Ownership Means for Team Members • • • •

•

100% of the Company’s Shares are held in an Employee Ownership Trust (EOT).

Team members are ‘beneficiaries’ of the EOT, but not direct shareholders.

Team members do not need to make any investment and they have no financial risk. We just need continuous commitment, passion and ideas to contribute to the success of the business.

There is no change to day-to-day management at Auchrannie as a result of EO. Team members are able to influence Company strategy and direction through employee representation on EOT and through normal business communications channels.

All profits are reinvested into the business with any surplus being distributed to Employees with more than one year’s service as an annual bonus (tax free to max £3.600). The amount of the bonus will be dependent on profits made and if there is no profit, a bonus cannot be paid. Team members need to work together to create greater profitability.

EOT General Principles and Guidelines The Employee Ownership Trust (EOT) is governed by the “TRUST DEED establishing The Auchrannie Employee Ownership Trust” which sets out the Company’s ethos and ensures that Auchrannie will never be sold to any third party that may operate to a different set of values. The needs of all stakeholders; customers, visitors, the local community and employees should be considered in relation to the running of the company.

Our Team Members Auchrannie’s team members are essential to the continued success of the business and we will a. treat team members with respect. b. provide appropriate support and resources to team members. c. ensure team members enjoy a good work / life balance. d. provide and support team members into quality, affordable accommodation to the best of our ability. e. pay team members as well as we can. f. provide a balance of financial and other rewards which give job satisfaction. g. ensure that, wherever possible, working for Auchrannie is satisfying and fun. h. always strive to attract the best “Auchrannie people”. i. remember that attitude and ability is a prerequisite even if the necessary skills need to be developed. j. aim to attract local people wherever possible particularly allowing local youngsters to build a successful career on the island. k. be prepared to look further afield to attract the right people as appropriate. l. remember that we need “stars” to drive the business forward but that every one of the team is important in maintaining a successful business. m. ensure that a personnel succession plan is in place to secure the future of the business. n. train and develop our team at all levels of the business. o. build a team who are able to provide all the abilities which are needed for the long-term success of the company. This includes developing leaders for the future.

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Supporting Arran Tourism Arran tourism and Auchrannie are interdependent. If visitors fall in love with Auchrannie & the island they will become “addicted”, return often and ensure sustainability for the whole island. Auchrannie cannot succeed unless Arran is a successful destination.

To support tourism, Auchrannie will • actively encourage our guests to explore the island and contribute to the economy.

• work, both formally and informally on a collaborative basis with other island businesses, local and national stakeholders for the benefit of tourism on Arran.

• when considering new business streams or products be careful not to affect the sustainability of existing island businesses who are providing excellent and essential services unless this is central to Auchrannie’s offer and sustainability.

• show leadership and operate in a manner which sets a standard and example of business excellence to other operators.

Supporting The Arran Community Auchrannie was created to support and enhance community life on Arran. We are all part of that community and we should act in the best interests of the community where possible as the goodwill and wellbeing of the community is important to Auchrannie’s success and Arrans sustainability.

Arran has limited facilities for local people and Auchrannie’s leisure facilities are important to allow the local community to achieve a healthy lifestyle and a high quality of life. Many groups and individuals ranging from babies, school children, adults, elderly, elite sports people, clubs, charities etc are dependent on Auchrannie’s facilities.

Incomes on the island can be low and wherever possible, without jeopardising enjoyment of other users, these groups should be accommodated at reasonable cost where needed.

We also offer free meeting rooms and other services to charities and locally (poorly) funded organisations which seek to work together for the Arran community

Access To Our Facilities We are required by the terms of the Trust Deed to allow the island community to use Auchrannie’s restaurants and facilities. Public access to leisure facilities must not fall below 50% of operating hours in at least one of the facilities.

Local leisure members should be offered enhanced opening hours which should not fall below 75% of residents opening hours.

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Values and Behaviours Values Auchrannie’s values reflect the journey that the team have been on to get to where we are today, whilst outlining what we must continue to do as we continue to deliver our guest promise of delivering hospitality with passion and personality. An ‘Auchrannie person’ demonstrates our behaviours in everything they do, and understands how important they are to the ethos of the business.

People First - People before profit, ambitious, enthusiastic, proud, hardworking, interested, motivated, involved, resilient, determined.

Integrity - Authentic, value for money, genuine, warm, real, clear talking, unpretentious, honest, trustworthy, loyal, professional, organised, fair, helpful, consistent, knowledgeable, courteous, ethical, thoughtful, respectful, sincere, and reliable.

Community - Caring, collaborative, co-operative, supportive, communicative, sustainable, locally focused.

Uniqueness - Innovative, creative, fun, individual, happy, adaptable, informal, independent, quirky, humorous, sociable.

Behaviours which support our values Our team have discussed the behaviours which make a successful Auchrannie person and those which are unacceptable to the team.

We have classified behaviours into three areas: • • •

Awful Auchrannie - describes behaviours we don’t want to see All Right Auchrannie - describes acceptable behaviours Awesome Auchrannie - describes amazing behaviours

We expect to see awesome behaviours in all of our team members at Auchrannie, irrespective of what you’re here to do, or how long you’ve been part of the business.

It’s important that all team members understand the values of the organisation and the behaviours that reflect these.

PEOPLE FIRST

behaviours

AWFUL

ALRIGHT

AWESOME

•

Uninterested and doesn’t care

•

Thinks ahead

•

Helpful, happy, bubbly and cares

•

Lacks motivation to learn or improve

•

Desire to grow professionally

•

Self-motivated team player

•

Works hard and supports colleagues

•

Positive action on guest feedback

•

Treating the business as if it’s your own

•

Admits mistakes, takes ownership and follows through

•

Knowledgeable and passionate about Auchrannie & Island

•

Goes above and beyond guest expectations to surprise and delight

•

Waits for situations to happen, cuts corners

•

Takes pride in appearance

•

Lacks enthusiasm and drive

•

Achieves high standards

•

Doesn’t smile

•

Meets guest expectation, delivers as expected

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INTEGRITY

behaviours

AWFUL • •

Does things only for show Agrees blandly with others – minces words – a “yes” person Doesn’t admit mistakes, blames others - doesn’t take responsibility Makes things up if not sure of correct answer Doesn’t communicate in a concise, accurate manner

•

• •

ALRIGHT • • • • •

AWESOME

Always courteous and respectful Trustworthy and dependable, tells the truth Interacts genuinely & fairly Make sures value for money is delivered Delivers what is promised 100% of the time and meets deadlines

•

• • • • •

COMMUNITY

behaviours

AWFUL • •

Wastefulness Not listening to the guest, team member or community Only interested in self and own department

•

Put values at the heart of decision making Shows empathy and sympathy Genuinely interested in guests and team members Proactive rather than reactive Brings solutions not problems

ALRIGHT • • •

AWESOME

Respecting each other Shares knowledge Maintains a safe and healthy environment for guests and team members Supporting the community and local charities where appropriate Understanding that Auchrannie, the island and the community are all equally important and interconnected

• •

•

• • • • •

UNIQUENESS

Involved in helping young people, the community and charities Putting community before self interest Using local produce and services wherever possible Collaborating with local businesses & community Creating a legacy for the success of future generations Contributing to a sustainable, world class destination and a great place to live

behaviours

AWFUL

ALRIGHT

AWESOME

•

Says no without offering an alternative or explanation

•

Welcoming and friendly without overfamiliarity

•

Makes an emotional connection

•

Confrontational

•

•

•

Impatient

Enjoy your work and have fun whilst keeping it professional

•

Formal and starchy

•

Deals with each guest as an individual

Is involved - takes an interest, engages, uses names, remembers needs

•

•

Interacts with guests in a transactional manner

Anticipates needs of all guests & colleagues

•

Innovates to improve the working environment / guest service / products

•

4-star hotel, 5-star service

•

Embraces a coaching and learning environment

•

in self and own department

•

Works flexibly

•

Shows personality appropriately

•

Makes life easier, more enjoyable & relaxing for guests

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Delivering Hospitality with Passion and Personality Our guests expect great hospitality and by following a few simple guidelines there is nothing to stop you providing exactly that. Remember this short list and apply it in whatever you do.

1. Be Knowledgeable Guests will expect you to know your trade and ask you things about the resort. We’ll do our best to equip you with the knowledge you need but you need to make an effort too. Make it your business to be in the know. There is a lot to know though and if you are asked something you don’t know, find out the answer.

Remember to use the Auchrannie App for all the latest information about Auchrannie and the Isle of Arran, including weather updates!

2. Attention to Detail Details make the difference between an average stay and an awesome stay. Don’t make the mistake of thinking that guests won’t notice the details. Plump those cushions and look critically at everything you do.

3. Be Honest If you don’t know the answer, don’t make one up, be honest and find out the correct information. If there’s a problem, hold your hands up, say you are sorry and rectify the problem. Never blame others when things go wrong. Guests and colleagues are understanding if you are truthful. We’re all human and get things wrong sometimes. Always support other departments and team members.

4. Present Yourself Present yourself professionally, immaculately, and in the correct uniform at all times. Be smart, well groomed, sweet smelling and most importantly be proud of your appearance. Remember first impressions count.

5. Think Ahead Prepare for the shift ahead anticipating what will be required and making sure you have all the angles covered to make sure your guests get the best service. This will make sure great hospitality and an enjoyable shift for you and your team members with no last-minute worries.

6. Be Positive and Enthusiastic Keep your attitude positive at all times. Do what you can to exceed guests’ expectations even if this means doing more than it says on the tin. Have a “can do” attitude and show that you are enthusiastic about what you are doing. This will rub off on the guest and your team members.

7. Enjoy Yourself and Be Yourself We employed you because you are an individual so show your personality and don’t try to be someone you’re not. You will be working with great products and great people so enjoy your work and don’t be afraid to show it. Guests will feel more relaxed and will enjoy their stay more if they see that you are enjoying your work.

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Your Employee Journey Your Auchrannie Journey starts before you even set foot on the Resort!

Pre-arrival you’ll receive pre-arrival information introducing you to Auchrannie and giving you some key pieces of information.

You will also receive a welcome call from one of our team around one week before you start work.

First day you’ll attend your Resort Induction where you will learn more about our unique business, meet the team, have lunch in one of our restaurants and get the chance to ask as many questions as you can.

Departmental Induction You’ll receive a comprehensive departmental induction to make sure you know everything you need to know about your new job.

Throughout your Auchrannie Journey, you will use Flow Hospitality (provided by Mapal One), our online learning and development platform. All training and development that you carry out will be recorded here – everything from online modules to classroom-based training to observations and more. Over time, you will build up your own unique learning journey, and we will do our best to provide you with opportunities to learn and develop and help you to meet your career progression aspirations.

We’ll communicate with you regularly both in person, and via Viva, our team communication platform. Through Yammer you’ll find out about what’s happening across the resort. It’s all too easy to become consumed in your own job and department, but there’s a whole resort that you’re a part of! We’ll post information about team events, amazing guest reviews, and generally keep you up to date with everything that’s happening. If you don’t use Yammer regularly, the chances are you’ll be missing out!

Our Auchrannie App is used by guests to help them to plan their next visit, check out restaurant opening times, menus, our leisure facilities and ASPA. It also has a wealth of information about Arran and local attractions. It’s a great resource for team members too and by downloading it, you’ll have all this information easily to hand.

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Team Benefits Tronc

Good service is the result of the efforts of all of our team and, at Auchrannie, team members have agreed that all team members will receive an equal share (pro-rata) of any gratuities left for us by our guests.

We work with an independent Troncmaster who allocates tips fairly in line with the rules of the scheme. Auchrannie pays the charges relating to card gratuities, and also the administration fee for the scheme meaning that 100% of the tips received from guests are distributed to the team. You’ll see a ‘Tronc’ line on your payslip each month which is your share of that month’s gratuities.

Leisure Membership

All team members receive full access to our Awesome leisure facilities including, 2 swimming pools, thermal suite including saunas and steam rooms and fully equipped gym.

Full time team members (+30 hours) can extend their membership free of charge to include their partner and children aged 11 and under. Additional junior memberships can be purchased with 20% off for children aged 12 and over.

Part time (less than 30 hours) receive an individual leisure membership only. 20% discounts are available on additional memberships are available subject to terms and conditions.

The games hall can be used free of charge on a “turn up and play” basis by team members, subject to availability. If a team member wants to book the games hall for a specific time they can do so with a 20% discount. Team members also receive free racket and equipment hire.

Team members also receive a 20% discount on leisure entry for up to 3 guests accompanying you to the facilities.

Discounted rates on classes, lessons and towel hire are available for all team members Team members must sign up for their membership online and present their mobile pass or key fob on each visit to be eligible to use the facilities or receive any discounts.

Resort Discounts

To be eligible for Resort Discounts team members should present their Leisure Membership fob or mobile pass.

Restaurants – 25% off food, 7 days per week for you and up to 3 guests. Some restrictions may apply. Also available on takeaway.

Bike Hire- Free bike hire is available from Arran Adventure, for you and up to 3 guests, subject to availability (Bike induction required) 20% off E-Bike hire for you and up to 3 guests, subject to availability.

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Playbarn - Children named on family memberships receive free access to the Playbarn when accompanied by the team member. 20% off admission for up to 3 children, when under team member supervision.

Arran Adventure - 20% off Archery and Segway bookings for you plus up to 3 guests.

Available 7 days per week. Subject to availability. Booking required Shop – 20% off all products excluding alcohol and stamps

Team Room Rates Team Referral Scheme

Hospitality Action Employee Assistance Programme Team Member of the Month

ASPA – Exclusive team member discounts and offers on treatments will be advertised on Viva Engage. 20% of products purchased in the ASPA We are pleased to provide exclusive friends and family room rates, subject to availability. These discounts can be up to 50% off the standard rate.

Online booking only via team members rates site.

We offer a generous team member referral scheme. If you successfully refer someone, and you are both still with us after 3 and 6 months, here's what you will be entitled to: - £200 cash (live-in appointment), or £300 (live out appointment) after three months - a further £200 (live-in appointment), or £300 (live out appointment) after six months OR - £500 Auchrannie vouchers after 3 months, and another £500 Auchrannie vouchers after six months.

Full details of the referral scheme are available from HR. We are part of Hospitality Action’s Employee Assistance Programme which means that you can always pick up the phone and speak to someone if you’re struggling. You can access help and support on a range of topics including mental health, financial issues, relationship counselling, and health conditions to name a few. Information is also available to you via our online wellness portal Each month every department nominates a team member that they feel deserves special recognition for their contribution to the business that month. Each nomination receives a £25 Auchrannie Voucher and the person with the most nominations receives £100 Auchrannie Voucher and the title of Team Member of the Month.

Employee Ownership Bonus

Auchrannie became Employee Owned in November 2017, and as part of this, a financial tax-free bonus may be agreed by the Operating Board annually, depending on business profitability in the preceding financial year. Team members are eligible to receive this if they have completed 1 year’s continuous service on the date the bonus is agreed.

Team events

Throughout the year Auchrannie offers team members the opportunity to take part in a number of team events including days out on and around the island, charity events, volunteering and games events.

Christmas Party- the Resort closes down for one night shortly after New Year to host the Team Christmas Party. Food and Drinks vouchers are provided to each team member and it’s a great opportunity for everyone to spend some time together away from work. We also have a range of fun events and prize draws throughout December.

Long Service Awards

3 years – 2 days (pro rata) extra holidays and £100 Auchrannie vouchers 5 years – 3 days (pro rata) extra holidays and £200 Auchrannie vouchers Page 17 of 25

10 years – Pension option 2% increase on company contribution and £300 Auchrannie vouchers 15 years – Pension option 3% increase on company contribution and £400 Auchrannie vouchers 20 years – Lifetime membership of Auchrannie Leisure, personal gift and £500 Auchrannie Vouchers 25 years – Celebration event, £500 voucher for a company of recipients’ choice and personal gift.

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History Of Auchrannie Complied with reference to the Publication: From villa to chalets and hotel: Auchrannie, Arran Ranchettes and the development of Arran’s Tourism (draft 2022) by Alistair Mutch. Also acknowledging contributions by Arran Heritage Museum, John Lauder, Jim Arnold and Grace Small.

The Building of Auchrannie Auchrannie (which means “field of ferns”) was originally built in 1869 by Allan Fullarton, born in 1828, who was brought up at “Aucharanie”, when it was a row of dwelling houses attached to a small farm, with his parents and 3 sisters. He left “Aucharanie” for America by 1851 where he acted as the British Vice Consul (and then Consul in 1863) in Savannah, Georgia. Following a row with the confederate authorities related to the American Civil War, Allan was expelled, however, in the chaos of the war, he never left. He is reputed to have made his fortune running the blockade of southern ports which had been imposed by Union forces, however, it is more likely that the money to build Auchrannie came from handling the products of the slave plantations in the pre-civil war South.

1869 - 1928 With Allan Fullarton’s money, the oldest part of Auchrannie House, “a commodious residence”, was built in 1869 for the greater comfort of his mother, Jean, and his sisters, his father having passed away by 1861.

It appears that Allan Fullarton departed Savannah in 1884 and settled in New Jersey. The death of the last of his heirs, Jane Whyte in 1928, opened the way for the purchase of Auchrannie by Mary, Dowager Duchess of Hamilton.

The building of extension to the original 1869 building (the “Loggia” side) has been in the past dated to around 1928, during the time of the Duchesses ownership, however, it is clear from the 1895 Brodick map that both the “Loggia” extension and Coach House (which now forms the entrance to Brambles Restaurant and the Auchrannie House Leisure Facilities) were in existence by that time.

1928 -1934 Auchrannie was acquired by the Dowager Duchess of Hamilton, Lady Mary, (grandmother of the late Lady Jean Fforde) in 1928, following the death of her second husband, Richard Carnaby Forster in 1925. She was 74 at the time and it is thought that the changes she made to Auchrannie were largely focused on refurbishment of the already existing house and development of the gardens. Mary died in 1934 and the house was then purchased by Ian Kerr, a Brodick man, for use as a hotel.

1934 – 1964 Auchrannie was run as a 16-bedroom private hotel, smaller than the majority of other properties at the time, but seeking to distinguish itself by its heritage and secluded location, and advertised as “An Hotel of Distinction, Comfort and Convenience”. Ian Kerr ran the hotel until he died of a heart attack, aged 58 in 1964, and left Auchrannie to a favourite relative, Chris Smith who lived in Leicester. Despite having no hotel experience, Chris, his wife Cath and their children, moved to Arran to run Auchrannie Hotel.

1964 to 1988 Sandy and Gwen Mutch were good friends with the Smiths and when they arrived for a holiday in the “new” hotel, Sandy, reputed to be something of a serial entrepreneur, realised that Auchrannie was the perfect place to site “a new generation of self-catering cottages”. The two couples went into partnership and planning permission was granted for 97 Ranchettes in the 6-acre site, however, only 27 were built. The Smiths continued to run the hotel whilst the Mutchs developed and ran the “Ranchettes” until the businesses were bought by Iain & Linda Johnston in February 1988.

Auchrannie Farm, 1845

Auchrannie House

Auchrannie Hotel, 1986

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Ranchettes

Auchrannie – The Current Era When Iain and Linda Johnston bought Auchrannie in 1988, they did not intend to develop a resort, they just wanted to build a swimming pool!

As an ex-Tourism Officer for the Island, Iain saw that without wet weather facilities, the Island would never develop as a tourist destination and Linda, having been a PE teacher on the island, saw the need to have a pool for community and education purposes.

So, they bought Auchrannie Hotel, which at the time was a 16 bedroom (4 ensuite) private hotel along with the 27 Arran Ranchettes. Their aspiration was to build a business which would pay for a swimming pool. They did not expect that Auchrannie would end up with two pools and that the resort would need to grow to its current size in order to support the facilities.

When the Auchrannie Country House Hotel opened back in 1988, Arran’s economy and the tourism industry were struggling. Quality accommodation, eating places and visitor attractions were few and far between, whilst wet weather facilities were non-existent. There was no distillery, brewery, chocolate or cheese shop. The tourism season started at Easter and finished at the end of September when all the businesses closed and the locals headed off for their annual break.

Today, the island is a vibrant and lively place with great facilities, businesses and products, a better place to live and an important, quality, year-round tourist destination. This is certainly due in part to the Auchrannie Resort, its facilities and its community ethos.

1988 Auchrannie was taken over by Linda and Iain in February 1988 and refurbishment of the building was immediately carried out. The Hotel opened on 20th June with 12 en-suite rooms and was immediately acknowledged as the best on the Island and the Island’s first and only 4 Star hotel.

1991—Hotel, Brambles and Leisure Extension The extension to the house hotel opened on the 29th April 1991. 16 new ensuite bedrooms, Brambles and the hotel leisure facilities followed in June 1991.

1989 to 1997—Lodge Development During this time 23 x 5 star co-ownership lodges where developed. The co-ownership business model was used in order to help fund the development of the resort in combination with borrowed money.

2000 - 2001—The Spa Resort After several years in planning and negotiations the Johnston’s managed to secure the land to the north of the existing hotel where a 36-bedroom hotel with a bar restaurant, 20m pool, games hall and full leisure facility was planned. A retail unit and treatment rooms were also included to compliment and complete the venture. The main reason for this development was to provide a second swimming pool and additional leisure facilities, particularly for families.

Auchrannie 1998

Spa Resort

Lodge Development

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2010 7 new self-catering lodges were built taking our total up to 30. 25 of the lodges are co-owned and 5 are fully owned

by Auchrannie Resort.

2011 We opened the Playbarn in order to increase our appeal to families, particularly out with the school holidays and to improve wet weather facilities.

2013 We acquired Arran Adventure which had been located within the grounds for several years. Also, it was recognised that in order to grow our market appeal and improve occupancy outside school holidays, there was a need for a Spa, so the retail unit was converted into the ASPA which is a luxury Spa with 8 treatment rooms and a relaxation room

2014-2015 Another 21 executive rooms (and separate bunk rooms), lounges, family resource rooms and one hot tub were added to the Spa Resort. This brought the total rooms in the Spa up to 57 + 28 in House Hotel = 85 rooms

2017 The snooker room, which was seldom used, was repurposed to form a new House Hotel Reception area to service House Hotel, Lodges and in later years, the Retreats. On 21 November we became Employee Owned, an Awesome milestone especially as we were the first Scottish Hotel/Resort to do so.

2018 Our first 6 Couples Retreats opened in June 2018. Ground works commenced in October 2017 and our first lodges arrived on site in March/April 2018. The Retreats consist of eco-friendly friendly suites (with mini kitchens) strictly for couples only and include outdoor wood fired hot tubs and bike storage, they sit comfortably in the environment using natural materials including sedum roofs. The Hotel Leisure facility was refurbished and a new Health Suite, sauna and steam room added. The pool was emptied, depth reduced to max 5ft and the area received general upgrade and essential plant maintenance. We became one of the first Scottish Hospitality businesses to become a real Living Wage Accredited Employer. Another Awesome milestone.

2019-2020 The last phase of the Retreats was opened in July 2020 comprising 6 x 2-bedroom lodges and 1 x 1 bedroom lodge all with wood burning hot tubs. Cedar lodge was also added to the Retreats portfolio giving a total of 7 x two bed and 7 one bed retreats.

2021 We opened our Motorhome & Camper Van Stopover area in July 2021. This area adjacent to the Playbarn and Arran Adventure has eight hardstanding pitches (maximum 8m / 26ft) for motorhome and campervans, and full servicing facilities are available. Our Stopover guests are welcome to use the resort facilities during their stay including leisure facilities, bars & restaurants (charges apply).

Future Plans Who knows where our awesome journey will take us next…..

Playbarn

Employee Ownership

Couples Retreats

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Motorhome Stopover

Green Tourism, Sustainability and Corporate Social Responsibility We are passionate about our environmental commitment and our social responsibilities to the wider community.

We are also aware how much this means to many of our guests who continue to return to Auchrannie and Arran year after year. It’s essential that all team members play their part in reducing the impact we have on our environment.

Environmental Promise Auchrannie is committed to reducing the impact of our business on the environment and we will • • • • • • •

comply with environmental legislation as a minimum level of performance work with our team to identify and implement sustainable policies & practices work with our supplier partners to reduce their packaging and transport to the resort purchase fair trade and ethically sourced products wherever possible monitor utility consumption levels daily and aim to reduce it at every opportunity purchase recycled goods whenever appropriate endeavour to use eco-friendly chemicals

Responsible Visitor Charter At Auchrannie we are doing what we can to preserve and enhance our beautiful island. You can help us: • • • • • •

Conserve energy – switch off lights and electrical appliances when not needed and close window when heating in on Give the car a rest – take a walk, hire a bike or use the local bus service Shop local – Arran has many fantastic local producers and unique shops Reduce, reuse & recycle – please dispose of any paper, plastic, glass, or cans in the recycle bins you find around the resort Be water-wise – don’t leave taps running and re-use towels where possible. All cold-water supplies to bathroom sinks are drinkable and comes from the island artesian supply Respect our environment – look after the island and its wildlife by not littering and follow the Countryside code

Sustainability Auchrannie has been affiliated with Green Tourism since 2007 and we currently hold their silver award. We have also worked with Resource Efficient Scotland and Zero Waste Scotland to help improve our sustainability. Over recent years we have implemented a huge range of measures to increase our sustainability and we will never stop looking for new ways to improve.

Accessibility We have worked hard to make sure that our Resort is accessible to everyone. We have a range of accessible accommodation options, and all restaurants are wheelchair accessible. We also have a hoist available in the Spa Resort swimming pool to make our leisure facilities available to as many people as possible.

Community As a proud Arran business which has grown here for over 30 years, we recognise the invaluable support received from the local community and our responsibility to give back to the island.

Some examples of our community involvement include: •

We are a founding member of VisitArran – the island’s destination management organisation. http://www.visitarran.com/ Page 22 of 25

•

•

• • • • •

We were a founding member of the charity Arran Trust – Arran’s visitor gifting scheme, which invests in conservation and environmental projects across the island. https://www.arrantrust.org/. Since Auchrannie visitor gifting started in January 2011 our guests have donated £216,819.69 to the Arran Trust and £35,400.00 to Visit Arran - a magnificent total of £252,219.69.

We support the Arran Youth Foundation – a multi-award-winning charity on Arran that aims to engage the young people of the island in fun and meaningful youth work activities. http://www.arranyouthfoundations.org/ We work closely with local primary & high school to promote enterprise and hospitality and have sponsored several projects.

We support many local charities, organisations & clubs.

We use local suppliers where ever possible.

We collaborate and work voluntarily with many organisations locally and nationally to improve local infrastructure and for the benefit of local tourism to maintain economic sustainability.

We are ambassadors for Employee Ownership and Fair Work, locally and nationally.

Auchrannie Charitable Trust The Auchrannie Charitable Trust was introduced in April 2022 with the aim of supporting local charities and groups who work to improve our island’s environment and the wellbeing of our community. Donations will help to make Ayrshire and Arran a better place for visitors and residents.

We will aim to raise monies for the charitable trust through various means, including: • • • •

Visitor gifting (£1 a night applied to guest bills) Donations from Auchrannie Leisure Ltd Payroll giving – team member donations through payroll Team fundraising activities

Since its launch in 2022 the Charitable Trust has raised an impressive £93, 465 through these activities (figure from Jan 2025)

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Our Awards and Accolades Auchrannie’s awards cover most areas of the business and we are very proud to be recognised as a leading Scottish Hospitality business. Our success is directly linked to what you, our team members. It’s your efforts which make Auchrannie special and unique, and gain recognition for the resort.

2023 Scottish Thistle Awards - Best Hotel Experience - West of Scotland region - winner Scottish Hospitality Awards - Resort Hotel of the Year - winner Hotels of the Year Scotland - Destination Resort Hotel of the Year - winner Hotels of the Year Scotland - Activities Hotel of the Year - winner

2022 Prestige Hotel Awards - Scotland's Best Staycation – winner Thistle Awards – Best Hotel Experience – winner Herald Top Employer Awards – Judges Choice - winner

2020 Times Best Companies- The Best Companies to Work for Scotland 2020 - Top 50 Prestige Hotel Awards- Best Couples Experience - winner Scottish Hotel Awards - Activities Hotel of the Year, and Spa Team of the Year - winner

2019 BII Awards- Outstanding Employer of the Year - winner SME Business Awards- Business of the Year - winner Scottish Thistle Awards- Best Hotel Experience - regional winner, west of Scotland Scottish Thistle Awards- Linda Johnston - regional ambassador winner Best Places to Work in Hospitality – Top 30 Employer - Placed 17th in the UK & highest placed in Scotland Scottish Hotel Awards - Front of House Team of the Year, Grounds & Maintenance Team of the Year, Spa Team of the Year, Pet Friendly Hotel of the Year, Hotel Lodges of the Year, Spa Hotel of the Year, Outdoor Pursuits (Cycle Friendly) Hotel of the Year, Family Hotel of the Year - regional winner islands

2018 Living Wage Scotland - Industry Trailblazer Award - winner The Sunday Times Best Places to Stay - Family Hotel of The Year - winner CIS Awards - Training and Employee Retention Award - winner Best Places to Work in Hospitality – Top 30 Employer - Placed 17th in the UK & Highest placed in Scotland Scottish Outdoor & Leisure Awards - Scotland's Best Leisure Hotel - winner Prestige Hotel Awards - Country Hotel of the Year - winner Scottish Hotel Awards - Hotel Lodges of the Year - winner Scottish Hotel Awards - Pet Friendly Hotel of the Year, Spa Hotel of the Year, Front of House Team of the Year, Grounds & Maintenance Team of the Year - regional winner Islands

2017 Dram Awards - Linda Johnston - Lifetime Achievement Award - winner Scottish Hotel Awards - Pet Friendly Hotel of the Year - winner Scottish Hotel Awards - Spa Team of the Year, Family Hotel of the Year, ASPA Spa Hotel of the Year - regional winner Islands

2016 Scottish Outdoor & Leisure Awards - Scotland's Best Leisure Resort - winner

2015 Scottish Hotel Awards - Hotel of the Year - winner Scottish Entertainment & Hospitality Awards - Best Independent Hotel - winner Visit Scotland, Thistle Awards - Creative Ambition Award - winner Page 24 of 25

2014 TripAdvisor Travellers Choice - Ranked Number 1 Family Hotel in the UK, 23rd Worldwide Herald Scottish Family Business Awards - Customer Service Excellence - winner eighteen69 Scottish Tapas - Scottish Hotel Awards - Informal Restaurant of the Year - winner

2013 TripAdvisor Travellers Choice - Ranked Number 1 Family Hotel in the UK DRAM Awards - Independent Hotel of the Year - winner Scottish Thistle Awards - Hotel of the Year Central South Scotland - winner Herald Family Business Awards - Commitment to the Community - winner Scottish Hotel Awards - Resort of the Year - winner Scottish Hotel Awards - Family Hotel of the Year- regional winner IIP - Investors in People Gold Award Scottish Hotel Awards - Craig Beedie - Executive Chef of the Year - winner Scottish Hotel Awards - The ASPA - Rising Star Award – winner

2012 Herald Scottish Family Business Awards - Customer Service Excellence - winner Herald Scottish Family Business Awards - Rural Family Business - winner Scottish Thistle Awards - Tourism Entrepreneur Award - national winner Scottish Thistle Awards - Tourism Entrepreneur Award Central South Scotland - winner The Caterer Scotland, Best Employers in Hospitality - Best Independent Hotel Employer - winner Scottish Entertainment Guide Awards - Hotel of the Year - winner Scottish Restaurant Awards - Best Family Friendly Restaurant (Cruize Bar Brasserie) - winner Scottish Hotel Awards - F&B Strategy Excellence Award, Adventure Hotel of the Year, The Marketing Campaign Award, Great with Kids Award - winner

2011 Scottish Licensed Trade News Awards Family Outlet of the Year - winner Ayrshire Business Awards Investors in Education - winner Visit Scotland Green Tourism - Silver Award winner Scottish Hotel Awards - Child Friendly Hotel - winner Scottish Hotel Awards - Linda Johnston - Dame of Hospitality - winner Iain Johnston - Member of the British Empire (MBE) - for services to tourism on Arran

2010 DRAM Awards - BII Training Award - winner DRAM Awards - Benromach Award for Business Success - winner Highlands & Islands Tourism Awards - Developing People - winner IIP - Investors in People 10-year commitment award

2009 Auchrannie Resort, Visit Scotland Green Tourism - Silver Award winner eighteen69 - EatScotland - Silver award winner Auchrannie Resort - IIP - Investors in People - Bronze Award

2007 Auchrannie Resort - British Hospitality Association - Service & Business Excellence - winner

2004 Scottish Thistle Awards - Scotland Year-Round - winner

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