CLH News #257 June/July 2024

THE LEADING PUBLICATION FOR THE HOSPITALITY SECTOR & LICENSED TRADE Editor's Viewpoint

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Cleaning and Hygiene

Pages 24-25

Food Safety

Pages 26-27

Products and Services

Page 28

Chefs' Buyer's Guide

Pages 29-31

Sustainable Resources

Pages 32-33

Outdoor Spaces

Pages 34-37

Hospitality Technology

Pages 38-41

Kitchen Equipment & Fit Out

Pages 42-43

Design and Refit

Pages 44-46

Property and Professional

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CLHNews ISSUE 257

JUNE/JULY 2024

As Sector Demands Meaningful Reform

The Bowden Group Hospitality Business Mentoring since 1989

As the country prepares for next month’s general election, political parties have outlined their proposals for the hospitality and on trade-sector with business rate reform being a main focus of attention.

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Industry leaders have continually lobbied for reform of the Britain’s outdated business rate system which is seen as the biggest burden on the sectors bottom line, with analysis from the British Beer & Pub Association (BBPA) revealing that pubs overpay business taxes to the tune of £400 million every year.

According to the commercial real estate intelligence firm Altus Group, under 14

years of the Conservative government, revenue from business rates, the controversial devolved property tax, has risen by £9.48 billion a year up 49% from the £19.28 billion net yield during 2010/11 in England to £28.76 billion forecasted to be collected during this financial year.

President of Property Tax at Altus Group, Alex Probyn, said “the average pub, restaurant, shop, office and factory are now paying £4,714 a year more in the business rates tax than in 2010 through the cumulative effects of increasing the tax rates by inflation.”

(CONTINUED ON PAGE 3...)

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CLH News

Editor's Viewpoint

June/July '24

As the Euros kick off the UK hospitality sector is gearing up for what promises to be a monumental summer of sports.

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The Caterer, Licensee & Hotelier News Group is published by RBC Publishing Ltd, 3 Carlton Mount, 2 Cranborne Road, Bournemouth, Dorset BH2 5BR. Contributions are welcome for consideration, however, no responsibility will be accepted for loss or damage. Views expressed within this publication are not necessarily those of the publisher or the editorial team.

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EDITOR

Peter Adams

With trade bodies forecasting an additional 20 million pints to be sold during the tournament, and the tantalizing prospect of a £800 million boost should England clinch victory, it's clear that the nation's pubs and bars are set to experience a significant uplift.

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This remarkable surge on ace again underscores the pivotal role the sector plays in British society, with two in five Brits planning to watch the tournament in a pub.

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Here at CLH News, we were attending a trade event in London for the first game between Scotland and Germany. Watching the game in a packed pub was a testament to the vibrant and communal atmosphere that pubs uniquely offer, despite the inevitable dip in spirits following Germany’s third goal.

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These shared moments of joy and camaraderie are difficult, if not impossible, to replicate which highlights why pubs remain a cornerstone of our social fabric.

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However, this buoyant period also serves as a poignant reminder to political parties of the chronic undervaluation and overtaxation that has plagued the sector for years.

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Since the turn of the century, a staggering quarter of British pubs have closed their doors. For every £3 spent in a pub, £1 is swallowed by tax. Pubs are saddled with business rates four times higher than comparable businesses and are left with a mere 12p in profit from a £4.80 pint. This level of taxation is akin to highway robbery, with successive governments behaving like modern-day robber barons.

In this context, the Green Party's pledge to cut VAT for hospitality, although unlikely to lead them to office, is a refreshing stance. It's heartening to see a political commitment to alleviating some of the financial burdens faced by the sector. We at CLH News hope they gain seats in parliament to push this campaign forward.

So as we raise a glass to a potentially victorious England tournament win, let’s not forget the ongoing challenges the sector faces.

A fairer deal for this essential part of our community and culture is long overdue and the next government must place comprehensive reform at the very heart of its term in office.

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EDITOR Peter Adams

SALES EXECUTIVES David Bartlett Guy Stephenson

PRODUCTION & DESIGN Matthew Noades

PRODUCTION & WEB ADMIN Charlene Fox Published by

I can always be contacted at edit@catererlicensee.com I would also encourage our readers to sign up to receive our weekly digital edition at www.catererlicensee.com and also follow us on X @CLH for all the latest news and developments from the sector.

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“Support Your Local” Parties Urged June/July '24

(CONTINUED FROM FRONT COVER) YEAR-ON-YEAR INCREASE Probyn added “the choice to increase the standard rate of tax by 6.7% in April left firms with the biggest year-on-year increase in the standard rate business rates since 1991 at an effective tax rate of 54.6%.”

Labour have committed to replace the business rates system in England, with a cap corporation tax at 25% for the entire parliament and retain permanent full expensing for capital investment and the annual investment allowance for small business.

The Conservatives have pledged £4.3bn of business rates support for small businesses over the next five years and increase the multiplier on distribution warehouses that support online shopping.

The LibDems have proposed replacing the current business rates system with a commercial landowner levy.

OPEN LETTER The BBPA have called for an extension of the current 75% (retail, hospitality & leisure) relief for pubs until business rate reform is in place.

They are also calling for long-term sustainable reform to business rates which would negate the need for crisis ‘ad-hoc” relief schemes.

In an open letter to party leaders the BBPA also highlight the issue of taxation: “Our sector is among the highest taxed sectors in the economy. For every three pounds spent in a pub, one pound goes straight to the tax man” the letter states, adding: “The upcoming Euros Championships brings into sharp focus the extent to which beer remains over-taxed. British beer drinkers cheering on England and Scotland pay 54p duty per pint compared to German or Spanish fans paying less than 5p.1 Combined with high costs such as energy, publicans currently only make an average 12p profit on the average £4.80 pint in the UK.”

REDUCE HOSPITALITY VAT The Green Party are to only party promising to reduce the rate of hospitality VAT in its general election manifesto.

Green Party co-leader Carla Denyer said: “We need to give a hand to hard-pressed small businesses in the hospitality sector which have been hit by Covid and the cost-of-living crisis. The temporary 5% VAT rate should continue and extend to all activities in the cultural and sports sectors, and leisure activities. Indeed, we would be more ambitious, zero-rating all these activities for the life of the next Parliament.

REDUCE CLOSURES CAMRA Chairman Nik Antona said:” CAMRA welcomes the Green Party’s continuing commitment to reducing VAT for the hospitality sector alongside their proposals to review planning regulations to protect the night-time economy and give local councils the powers to exempt socially essential local enterprises from paying business rates – which we would argue should definitely apply to pubs which are a vital part of our

social fabric.”

“This should include cutting the rate of VAT specifically on beer and cider sold in pubs in recognition of their community value, including for traditional ‘wet-led’ pubs that do not serve food. This would help to reduce the rate of pub and brewery closures which deprive consumers of their much-valued locals.”

UNFAIR BURDEN Kate Nicholls, Chief Executive of UKHospitality, said: “We are delighted to see the Conservative Manifesto commit to delivering UKHospitality’s call to fix the unfair burden of business rates on hospitality businesses.”

“Last year in our manifesto we called for total reform of the broken business rates system that sees hospitality businesses pay three times their fair share.”

“We need a permanent, lower rate for hospitality that lets businesses invest in high streets, creating places people want to live and work.”

“Hospitality is a unique sector in being able to provide jobs for everyone, everywhere, and we’re pleased to see a commitment to fund 100,000 apprenticeships for young people. However, problems with the existing Apprenticeship Levy system need to be fixed first and reform of that levy is a high priority for the sector.

“We are also pleased to see a pledge to review the nighttime economy in order to harness the power of hospitality, which is the beating heart of our vibrant nightlife in this country.

Commenting on the Labour Party pledges Ms Nicholls said: “The commitments from the Labour Party are testament to 18 months of hard work by UKHospitality engaging with Labour on the sector’s priorities and shaping its policies.

“It’s clear they have listened and acted on our recommendations, which will enable hospitality to continue to create places where people want to live, work and invest.

“We are delighted to see a commitment to replace the broken business rates system and reduce the burden on high street businesses.

“Hospitality pays three times its fair share of rates, as a proportion of its turnover, and lowering the burden can easily be delivered within the first 100 days of an incoming government through the introduction of a permanently lower rate for hospitality and other high street businesses.

“Reform of the Apprenticeship Levy would be transformational for our investment in skills and help us attract more people into the rewarding roles we have to offer.

“Reform of the levy would, crucially, free up funds to enable the rollout of our successful skills pilot to help people out of work into jobs in hospitality.

“As Sir Keir Starmer said in his message to our conference,

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UKHospitality has led engagement with Angela Rayner’s team on its plans for workers. As a sector that provides jobs and opportunities for everyone across the country, we look forward to continuing that relationship.

LOWER TAX ON PINTS Responding Party General Election manifestos, CAMRA Chairman Nik Antona said: “It is encouraging to see the Conservative manifesto reconfirming the party’s commitment to the new system of alcohol taxation and the lower rate of duty charged on draught beer and cider served in our pubs, social clubs and brewery taprooms – so that tax on pints in pubs is always lower than that on supermarket alcohol.

“CAMRA is calling on the next UK Government to commit to extend the discount on tax for draught beer and cider to turbocharge this new alcohol duty system and give consumers, local pubs and independent breweries the boost they need to survive and thrive.”

“In addition, the Conservative proposal to review the night-time economy in England with a view to reversing the decline in pub numbers would provide an opportunity to show how transforming tax, regulation and planning laws could help save the nation’s much-loved pubs being lost to the communities they serve.”

Commenting Labour’s manifesto CAMRA said it was pleased to see it includes a commitment to change the outdated business rates system to make it fairer between online enterprises and bricks and mortar businesses like pubs which are massively penalised in the current system.

“Any changed system must make sure that pubs no longer pay a disproportionate share of rates and that a new, fairer business rate regime recognises their community value to help keep our locals open and thriving as a vital part of our social fabric.”

PUBS OVERPAYING On Liberal Democrats General Election manifesto, Nik Antona said: “It is encouraging to see commitments to overhauling the broken business rates system in England which is desperately needed to help save our pubs, as well as on strengthening powers to allow community assets like pubs to be protected and introducing a dedicated Minister for Hospitality and Tourism.

“Whilst the devil will be in the detail, the Liberal Democrats plans to replace the current business rates system with a new Commercial Landowner Levy based on land value rather than entire capital value could see more proportionate business taxes for the hospitality sector in many parts of the country and an end to the current system which disincentives investment in pubs.

“It is vital that the next Government radically reforms the business rates system to stop pubs overpaying by around £500 million each and every year – and to make sure online businesses pay their fair share compared to bricks and mortar businesses like much-loved community pubs. "

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The Benefit Of Taking Wellbeing Seriously 4

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June/July '24

The Factories Act of 1833 kickstarted a culture of health and safety in the UK, and this year marks the 50th anniversary of the Health and Safety at Work Act. But hospitality employees aren’t just risking their physical health and safety when they go to work.

Richard Stockley, Managing Director of RRC International (www.rrc.co.uk), makes the case for taking workplace wellbeing and psychological stress seriously.

Slips, trips and falls, contact with hot surfaces and harmful substances, injuries from lifting, cuts from knives or dermatitis from cleaning chemicals there are plenty of examples of health and safety risks for those working in the UK’s hotels, pubs restaurants.

But thankfully the sector has developed an extremely good health and safety culture over time. According to HSE data, among accommodation and food services businesses, the rate of fatal and non-fatal injuries per 100,000 is among the lowest of any industry.

We have broadly got our collective heads around protecting our physical health and staying safe from harm, but we are far less familiar with our psychological needs. The next frontier for health and safety, therefore, is mental wellbeing, where the data is less promising.

In a study for the Royal Society for Public Health over four out of five hospitality workers reported increased stress as a direct consequence of their job. Almost three quarters (74%) had experienced verbal abuse from a customer and only around one in ten had received training to support health and wellbeing. This was back in early 2019. Since then COVID, worker shortages due to Brexit and inflation have all piled on the pressure. As a result, the remaining workers in the sector are among the most stressed in the UK. But is it the business owners’ responsibility to address this?

The AVLA Licence – A Legal Requirement When travellers check in at a property, they expect a certain level of comfort and entertainment. Television is indispensable. While some may argue that TV is dying in the age of streaming and on-demand content, in reality it remains essential, especially in the UK. Television still holds great value for the hospitality industry.

However, with the convenience and benefits of offering television come certain responsibilities, particularly respecting copyright laws. Hoteliers must ensure they have the necessary licences to broadcast content legally.

The AVLA licence enables hotels, aparthotels, B&Bs and similar establishments to legally display in public TV channels containing audiovisual works (films, series, documentaries, cartoons and other TV shows) from AVLA’s extensive repertoire. It covers TVs in bedrooms and in communal areas of the premises (e.g. in a hotel’s

Regardless of your views on mental health and your responsibility to your employees, if you care about being profitable, you need a psychological health and safety provision.

The fact is 13.7 million working days are lost every year due to work-related stress, anxiety and depression, according to NICE. This equates to a loss of £28.3 billion every year. As of 2022, 55% of workers believe work is getting more intense over time, so there is the potential that this cost could grow.

Getting psychological health and safety right could therefore mean a more present and productive workforce, and ultimately more profit. You will also see other benefits, like higher staff satisfaction and retention, and you’ll find it easier to attract younger people to start careers in hospitality, which we are all desperate to do.

Creating a process to make worker wellbeing more robust and less woolly is the key to realising these benefits. Unfortunately, there is no silver bullet. It takes training, a long-term commitment, and continuous improvement to manage it effectively.

Start by acknowledging the seriousness of psychological wellbeing at work, and formally recognise common triggers of stress in the workplace, such as an increasing workload, a lack of clarity on roles, our working relationships, the culture, tough shift patterns, isolation and exclusion, and external pressures like bereavement, a house move, or getting divorced.

With this acknowledged, we recommend setting a foundation with training. Relevant NEBOSH health and safety courses include the HSE Certificate in Managing Stress at Work, and Working with Wellbeing.

It’s then a matter of looking at your policy statement and assessing how much weight is placed on psychological wellbeing. Identify the specific risk factors at your organisation, prioritise quick wins, assign long-term actions, and ideally appoint a steering group to ensure your continuous improvement.

Much like physical health and safety, managing our wellbeing is about changing the culture of your organisation, which is no easy task. But creating an environment that prioritises open conversation, where it’s OK to raise issues, will pay all sorts of dividends. Protecting the psychological wellbeing of your workforce will protect your organisation. It’s not simple, but it’s well worth the effort.

restaurant, bar, etc.). Operating without a licence constitutes a legal infringement of the rights of AVLA’s creatives.

AVLA represents the UK largest and most varied community of audiovisual creators, comprising various categories of rightsholders: producers, authors, performers, directors, and visual artists. The AVLA licence covers an immense catalogue of works and rights not covered by other licensors. For clarity, the AVLA licence does not replace the licences of other entities, and vice-versa.

Respecting copyright law is crucial not only to avoid legal or reputational risks, but also to support the UK’s world-class creative industries. So, by taking an AVLA licence, hotels are securing legal compliance and demonstrating their commitment to ethical business practices, while also helping to sustain and support the creative individuals and businesses working hard to produce the TV and film content that is so valued by their customers.

To learn more about AVLA and get the licence, visit www.avla.uk AVLA offers a special 10% discount until 30 June.

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June/July '24

Leaders’ Confidence In The Balance As Revenues Rise But Pressures Persist Britain’s hospitality leaders remain cautious amid tentative signs of improved consumer spending and relief on some costs, CGA

by NIQ’s latest Business Confidence Survey reveals.

The exclusive poll shows 34% of leaders feel confident about prospects for the hospitality market over the next 12 months—down by seven percentage points from February figure of 41%. The proportion of leaders who feel optimistic about prospects for their own business in the next year has meanwhile fallen by four percentage points, from 57% in February to 53% now. It is the second quarter-onquarter drop in leaders’ confidence in a row, following four successive quarters of growth.

However, the Business Confidence Survey provides grounds for cautious optimism about trading for the rest of 2024. Two thirds (65%) of leaders say revenue in the first quarter of 2024 was higher than in the first three months of 2023, while only 14% said it was lower. Well over a third (39%) of leaders say consumers’ average spend per visit has increased over the last six months, though only a quarter (24%) report growth in footfall and two thirds (66%) report consumers cutting back on the number of drinks they order while out —suggesting that many people are drinking or eating less on visits than they did previously, but paying more when they do go out.

Business confidence has been weakened by pressure on wage costs, and nearly all leaders said these had significantly (73%) or slightly (24%) increased over the last 12 months. Wages rose by an average of 7.9% between February 2023 and February 2024, and by a further 8.9% in April following increases to the National Living Wage. More positively, higher pay has

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helped to cut vacancies, with only 6% of roles now open—down from 10% in February. While pay remains a significant burden, some other cost pressures are easing, the Business Confidence Survey shows.

Prices remain high, but the number of leaders reporting decreases in energy costs has more than quadrupled quarter-on-quarter, from 9% to 38%. Those facing significant increases in food and drink costs have fallen from 50% to 31%.

Separate CGA research has provided more signs of recovery in the sector. The CGA RSM Hospitality Business Tracker shows leading managed restaurant, pub and bar groups achieved above-inflation like-forlike sales growth of 5.2% in March, while CGA’s Cost of Living Pulse has revealed a cautious uptick in consumers’ spending confidence this year.

Positive trends are starting to speed up investment plans, the new Business Confidence Survey shows.

Half (51%) of leaders say they plan to increase investment over the next year—more than double the number (20%) who will reduce it.

Karl Chessell, CGA by NIQ’s director – hospitality operators and food, EMEA, said: “While confidence levels in hospitality have fallen slightly since strong Christmas trading, it’s encouraging to see that revenue, consumer spending and some cost pressures are generally moving in the right directions. Increasing investment is another welcome sign that leaders are upbeat about long-term prospects in hospitality. Costs remain very high in key inputs like pay, and there is some way to go before people’s spending confidence is back to pre-COVID levels. But these figures give us cause for cautious optimism that trading will continue to pick up over the rest of 2024.”

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Call To Back Hospitality To Serve Britain June/July '24

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“But our impact goes far beyond that. We make memories, and we make places. Places where people want to live, work and invest.

Hospitality can be the difference between a thriving community and a failing one.

At its annual summer conference, UKHospitality will call on all political parties to give their backing to a sector that can grow at a significantly faster rate than the wider economy, while also providing new jobs and regenerating communities.

• Reviewing and reforming VAT to bring it in line with European rivals.

The call comes during a week of party manifestos being launched, where UKHospitality has already secured commitments for the sector.

The Labour Party has committed to replacing business rates and reforming the Apprenticeship Levy. The Conservative Party has committed to easing the burden of business rates on the sector and undertaking a review of the nighttime economy.

UKHOSPITALITY’S POLICY RECOMMENDATIONS FOR AN INCOMING GOVERNMENT INCLUDE:

In her opening speech to the conference, Kate Nicholls, Chief Executive of UKHospitality, will say:

• Fixing business rates with a permanently reduced rate for hospitality and tourism • Reforming the Apprenticeship Levy • Planning reform to allow more hospitality-led regeneration of towns and cities

“Hospitality is a huge economic engine, with a turnover of £140 billion and £54 billion in taxes, funding vital public services.

“Our message to all political parties was and is simple. Back us. Back hospitality.

“Make no mistake, we are working as hard as anyone to create the economic growth this country desperately needs.

“Back us to regenerate our towns and cities. Back us to invest in our people and create more jobs. Back us to serve Britain.”

Hospitality can deliver for Britain by growing 6% a year and creating 500,000 new jobs with the right investment, according to economic analysis from UKHospitality and Ignite Economics.

“The future can be even brighter. With the right investment and support, hospitality can grow by 6% each year. That’s six times higher than the wider economy. It would mean another half a million jobs. Jobs for everyone, everywhere.

Sacha Lord Calls For Incoming Government To Appoint Hospitality Minister The Night Time Economy Adviser for Greater Manchester, Sacha Lord, has called on the incoming Government to urgently appoint a Minister for Hospitality.

“From the 10pm curfew and the ludicrous “scotch egg” rule during the pandemic, to last year’s debacle over back of house drug testing and the continuing difficulties on energy pricing, there are countless examples of ideas, statements and regulations which have put the sector at risk.

Speaking ahead of the publication of party manifestos this week, the Greater Manchester adviser stated he believes that many of the issues the sector has faced in recent years would have been prevented had a dedicated minister been in situ.

“As the fifth biggest sector in the UK, and one which directly underpins UK tourism with a £93billion economic contribution, I am constantly bemused that there is no individual speaking on behalf of the sector in Parliament, helping ministers understand the plight, concerns and needs of the operators.

Lord said, “I urge the incoming Government to consider installing a dedicated minister for hospitality as a priority.

“While the Business Minister, Kevin Hollinrake, has done well in recent months to liaise with the sector as part of his wider business remit, now is the time for a dedicated minister who is representing hospitality as their sole focus.

“The sector has been left to fend for itself for far too long and this has resulted in multiple misunderstandings around policy as well as a wide-spread ignorance among MPs as to the importance of the industry.

“Over 23,000 venues have closed over the past three years amid the heavy toll of the pandemic, cost of living crisis and interest rate rises, and now is the time for clear direction and dedicated support.

Financial stability is just one issue facing the sector, but we are seeing the significant impact of a decreasing workforce as a result of the pandemic and visa regulations, combined with energy costs and business rate increases.

“Our sector is struggling and we cannot simply continue to talk into a void.

“Appointing a dedicated Minister for Hospitality must be one of the very first moves by the incoming Government to demonstrate that finally there is an understanding and appreciation of the importance of our industry.”

June/July '24

High Street Rental Auctions Will “Create Hospitality Opportunities”

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But More Pub Protection Needed

New powers will be introduced which will see communities combat empty shops regenerating high streets and will be in force by the summer, the government has announced,. This“will create opportunities for hospitality businesses to move into high streets” a trade body says, however, there are concerns that the new powers do not go far enough to protect pubs.

The scheme will give local authorities the ability to instigate an auction on properties that have remained vacant, with the ambition to remove empty sites and encourage new business investment in high streets, allowing local leaders who know their area best to take control of empty properties blighting their high streets and rent them out to local businesses that want use them.

The new powers will help councils level up their high streets and tackle wide-ranging issues stemming from prolonged high street emptiness exacerbated by the pandemic, such as low footfall which leads to struggling businesses, increased unemployment and anti-social behaviour.

Where a high street shop has been empty for over a year, High Street Rental Auctions will allow local leaders to step in and auction off a rental lease for up to five years. Auctions will take place with no reserve price, giving local businesses and community groups the opportunity to occupy space on the high street at a competitive market rate.

To help get High Street Rental Auctions up and running as soon as possible, the government is launching new ‘trailblazer’ programme so it can work with a number of communities who are keen to lead the way in quickly implementing the new powers. There will also be a £2 million support pot to help them and other local authorities to get started across the summer.

Kate Nicholls, Chief Executive of UKHospitality, said: “The Government is right to identify hospitality as the bellwether of local economies. When hospitality thrives, the high street comes alive. When the sector faces challenges, like it does now, we see more and more empty plots available.

“The proposals to allow vacant properties to be brought into use via auction will create opportunities for hospitality businesses to move into high streets,

generating local investment and creating places where people want to live.

“I’m pleased that protections for pub sites have been addressed and this will help protect the cultural and historic role pubs play in our society.

“For businesses to capitalise on the investment potential created by these plans, we need to see the cost burden for hospitality addressed. Financial headroom is essential for businesses to take advantage of these opportunities, alongside urgent improvements to the planning system.”

CAMRA’s Pub and Club Campaigns Director, Gary Timmins said: “Much of this is a disappointing step backwards for high street pubs. “Campaigning to see vacant pubs brought back into use is one of CAMRA’s core objectives and the proposals for High Street Rental Auctions had the potential to be a really positive move, particularly the proposal’s focus on community uses. We know that pubs can increase and expand footfall on the high street, and we hoped Government understood this too.

“However, it was vital that pubs kept their planning protection under the scheme. CAMRA called on Government to ensure that pubs that became part of the High Street Rental Auction scheme weren’t gutted of their fittings ahead of bids for the premises, and this recommendation hasn’t been taken forward – leaving developers a clear path to permanently converting these venues."

“The recent Crooked House scandal has exposed just how far some are willing to go for a shot at redeveloping pubs, and that current planning protections for pubs simply aren’t fit for purpose. High Street Rental Auctions could have been a chance for Government to take a fresh approach and affirm their support for pubs.

Instead, their response to this consultation is looking like yet another missed opportunity.

“I am pleased to see provision for Local Authorities to set the uses for which bids will be permitted, and that pubs are specifically given as a case where this would be appropriate. I urge the Trailblazer Authorities that will trial High Street Rental Auctions to make use of this provision, to protect high street pubs from unscrupulous development”

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CLH News

June/July '24

Pushing the Envelope - Why It Pays To Have a Holistic View of Card Payments

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IT'S ALL ABOUT THE DATA

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Payment services are one of the most fundamental parts of a business’ finances, but they’re also an area that’s rapidly changing. Artificial Intelligence, digitisation, and predictive analytics are already starting to make a difference to how businesses operate and how they plan.

Business owners in the hospitality sector are calling out the emerging trends. From the rise of online and remote payments, to increases in travel and tourism, the use of cards as a payment mechanism, the need for payment software that supports exceptional customer service and card payments which integrate with other financial products and services.

One of those needs is understanding how digital transformation can create opportunities for your business. Being able to use and optimise your data is a great example. While data is fast becoming one of the most valuable assets you have, being able to access it easily, and analyse and understand what it means for your business can still be a challenge.

Cardnet have the tools to deliver a business management solution that is expressly designed to make running your business easier because they have data sitting at the top table.

You may know your customer by name, or what they look like, but our systems can help you better understand their actual behaviour, creating a more robust customer profile, and help you take a deeper dive into what they’re actually spending their money on.

The insight from your own customer data is great, but it can be backed up by broader data from our wider group. We touch more than 25% of the UK card market, which creates access to some strong trend information about where customers are spending, which in turn might be the extra push you need to get ahead of those trends everyone is talking about. We can share that insight with the businesses we support.

A 360 DEGREE VIEW

new technology emerges, and payment habits start to evolve, finding efficiencies when margins are tight and customers are watching every penny can really make a difference to growth and how successful your business becomes.

With an increasing 360degree view of real-time payment activity across every point-of-sale channel, and a full range of payment solutions to choose from, security is also important. No business can afford to lose money, or reputation, which is why secure data processing and fully PCI compliant payment devices is a must, regardless of who you work with. The Cardnet platform has a 99.9999% uptime* providing reassurance for you, your business, and your customers.

Taking the worry out of payment acceptance means you can focus on delivering great service, secure repeat custom, and support your ambitions to grow and hopefully thrive in even the most challenging of environments.

Some 35 years of experience in supporting hospitality businesses of all shapes and sizes with card payments has gone into developing Cardnet so that it continues to meet business’ requirements now and in the future.

We’re proud to support UK hospitality businesses be a part of that future.

Lloydsbank.com/cardnet *Based on the Cardnet platform maintaining 99.9999% uptime covering the 12 month period from January 2023 to January 2024.

Cardnet® is a registered trademark of Lloyds Bank plc.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation

It’s clear that the card is still king when it comes to payments, but as

Authority under Registration Number 119278.

Inquiry Launched into Hospitality Recruitment and Retention Crisis A cross-party group of UK members of Parliament has launched an inquiry to address staff shortages in the hospitality industry.

The investigation will delve into why there are high vacancy rates in the sector, with more than 100,000 jobs to be filled in the past few years, and will also look at what the industry and government can do to make hospitality an attractive sector to work in, making a series of recommendations to government.

Hospitality is currently the third largest employer in the UK, with 3.5 million people working in the sector, playing a crucial role in providing jobs and supporting livelihoods across the country. The sector directly contributes £93 billion annually to the economy.

In 2022, hospitality generated £54 billion in tax receipts and £20 billion in exports.

However, hospitality staff shortages are proving to be an enormous, and ongoing economic and logistic challenge, particularly after the double crisis of Covid and Brexit. During the pandemic, nearly 80% of hospitality workers were furloughed—the highest proportion out of all UK

industries, with workers in the sector turning to different industries to seek employment, andnd many EU hospitality workers returned to their home countries.

the shortage occupation list, which would have made it easier for businesses to recruit from abroad.

In July 2023 CLH NEWS reported that staff shortages were causing restaurants and pub businesses to reduce hours and close early as UK hospitality job vacancies rose above pre-pandemic levels

The independent body rejected calls for chefs and hotel, restaurant, bar, and catering managers to join the list, but did recommend that experienced sommeliers with more than three years' full time-experience should be eligible for skilled worker visas.

UKHospitality says its members were experiencing a job vacancy rate of 11 per cent, and according to the Office for National Statistics (ONS), there are 132,000 unfilled roles in the sector – 48 per cent above pre-pandemic levels.

Now the All-Party Parliamentary Group (APPG) for Hospitality and Tourism is looking to explore why the industry has such a high number of staff vacancies and how it can respond.

“We’re seeing a third of businesses closing early, closing on certain days or adjusting rotas and services to retain staff and protect their wellbeing,” Kate Nicholls, CEO of UKHospitality said. “In rural and coastal areas, the problem is particularly acute. The very nature of being seasonal means it’s harder to prepare and staff up for the summer.

Furthermore, in October 2023 the Migration Advisory Committee (MAC) decided not to recommend any hospitality roles be added to

Simon Jupp MP (East Devon), Chair of the Hospitality and Tourism APPG, said: “Staffing challenges in hospitality and tourism has continually been raised by businesses as a persistent problem that negatively impacts trading.”

“Given how important the people who work in hospitality and tourism are to the experiences they help deliver, it’s important that the APPG takes the time to investigate this issue."

Pedalling For Pubs Reaches £1m In Fundraising Organisers of the epic charity bike ride, Pedalling for Pubs and UK ride Pedalling 2 Pubs, have announced that thanks to the combined efforts of campaign sponsors, organisers and riders banging the fundraising drum, over £1m has been raised for the Licenced Trade Charity and Only a Pavement Away since the initiatives founding three years ago.

This incredible figure is the combined total of money raised across all Pedalling for Pubs and Pedalling 2 Pubs, and has already had significant impact on the improving the lives of people facing hardship across the hospitality sector.

The campaign’s debut ride took place in Jordan two years ago, and last year’s hugely successful journey took place in Sri Lanka. This year, 28 riders from across the sector tackled the monumental 400km cycle across rugged terrain in Kenya, from Nairobi to the Masai Mara from the 17th to the 21st of March. The 2024 Pedalling 2 Pubs ride has raised an incredible £320k, thanks to riders, donors, supporting partners and sponsors including KAM, Punch Pubs, Greene King, Avani Solutions, Fleet Street, Lucky Saint and Play it Green.

This month, 50 leaders from the hospitality industry took on the Pedalling 2 Pubs challenge for its second year, conquering 230km across North Devon’s rolling hills from the 16th to the 18th of May. Supporting partners and sponsors behind this year’s Pedalling 2 Pubs ride include the BII, Polaris Elements, Greene King, Lucky Saint and Punch Pubs, all helping to add £85k to the fundraising pot, to date.

Ride founder, Katy Moses, MD of KAM research agency, said: “I could never of imaged the impact this fundraising challenge would have when we started the initiative, it seems inconceivable that we’ve raised over £1M over the last 3 years. I am overwhelmed by the support we have received for the ride from across the sector. To have such momentum behind the initiative really is remarkable, it makes me proud to be part of such an incredible industry who come together year after year to support each other.

“Reaching this £1m fundraising milestone is truly amazing, I want to extend my gratitude to all those who have taken part, donated, sponsored and supported our initiative. Together, we really are changing lives. Here’s to the next million!”

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Brewing Success: The UK Pub Sector is at a Turning Point

By Giles Fuchs, Owner of Burgh Island Hotel and the Pilchard Inn UKHospitality CEO Kate Nicholls claimed last month that the industry is now over the worst. True last year was difficult. Take the pubs sector. Over 500 of the UK’s pubs closing. More recently however, market conditions have improved.

Growing confidence in the sector can also be seen from Government action. The Chancellor’s announcement in this year’s Spring Budget that the alcohol duty freeze would be extended to February 2025 was a welcome relief for the food and beverage sector.

Indeed, Heineken has announced it is spending £39m on reopening 62 pubs, Greene King has announced a new brewery in East Anglia, and JD Wetherspoon founder Tim Martin has identified 130 towns and cities for new pubs.

However, the Government only froze the small business multiplier for pubs with a rateable value of less than £51,000, leaving larger businesses to shoulder the price of inflation since April, in turn potentially increasing costs for consumers, which is a situation whichever party comes to power in the forthcoming general election should address.

In addition to these signs of recovery from on-trade venues, macroeconomic factors such as easing interest rates and slowing inflation should also provide relief to the pub sector. We have already seen consumer confidence increase – a recent CBRE study found 65% of respondents planned to increase or maintain how frequently they visited a pub.

Furthermore, the upcoming summer season filled with sporting championships such as the Euros, T20 World Cup and Summer Olympics should also provide the sector with a much-needed influx of new business. All this does indeed suggest that the industry is at a turning point.

RENEWED CONFIDENCE IS BOOSTING PERFORMANCE This combination of renewed confidence from both pub chains and consumers is set to benefit the sector, fostering a robust recovery and future growth. Also, despite pubs contending with rising costs, interest rates are forecast to fall. With real disposable income set to grow for consumers, along with their confidence, the horizon appears positive for the industry.

At Burgh Island, we too have committed to enhancing our pub, the Pilchard Inn. As Devon’s oldest smugglers’ pub, we have hired a new head chef, introduced a new summer menu, and lengthened our opening hours to make the most of the coming summer, in anticipation of the arrival of guests looking to quench their thirst in a historic location with excellent scenic ocean views.

GOVERNMENT ACTION HAS HELPED

Additionally, the extension to the 75% discount to business rates for retail, hospitality, and leisure firms is expected to save up to £110,000 per business.

TAKE ADVANTAGE OF A SUMMER OF SPORT With summer getting underway, pubs can also expect an uptick in business with improved weather and international sporting tournaments. One way that pubs can take advantage of the longer days and favourable weather is by amending their opening hours. At Burgh Island, for example, the Pilchard Inn remains open seven days a week from 11 am to midnight, maximising opportunities to attract and serve more customers.

The 2024 UEFA Euros begin in mid-June, and Brits are expected to drink just over 600 million pints across the 33-day tournament. Around half of pubgoers intend to watch games in a pub, with spending predicted to be £2.4bn for the championship – a welcome influx for the nation’s on-trade venues.

Furthermore, should England or Scotland make the semi-finals of the Euros in July, pubs will benefit from not only longer opening hours, as mandated by the Government, but from more customers.

In addition to the football, the Paris Summer Olympics is also predicted to bring in more business, with a third of pubgoers intending to watch the games in a pub.

With just shy of two months of international sporting competition this summer, pubs can look forward to significant economic activity and a vibrant atmosphere for sports fans across the nation. This extended period of events promises to boost revenue and invite a lively and prosperous summer season.

As UK pubs navigate these transformative times, the convergence of strategic investments, supportive government policies, and a resurgence in consumer confidence heralds a more promising future. The anticipated economic boost from major sporting events this summer further underscores the sector’s resilience and potential for growth. This period marks a pivotal moment, paving the way for the pub sector to leave the dark days of the past couple of years and reclaim their place at the heart of British culture.

Moderation Nation: A Quarter of UK Adults ‘Zebra Striping’ on Every Pub Visit As drinking habits change, moderation is becoming part of everyday life. We no longer see moderation as solely tied to specific occasions or weekdays. Instead, the most regular occurrence of moderation is during weekends (31% of UK adults vs. 27% weekdays, 17% celebratory events, 11% Dry January).

A quarter of UK drinkers are alternating between alcoholic and alcohol-free drinks when they visit pubs and bars, according to a new industry report produced by research consultancy KAM and alcoholfree beer brand Lucky Saint.

The new report, ‘2024 Low and No: Drinking Differently’ launches this week looking at evolving drinking habits across the UK, with the clearest indication yet that the UK is a nation of moderators.

As alcohol-free drinks gain in popularity and emerge in different areas including major supermarket lunchtime meal deals, the research highlights the UK’s attitudes to them in different settings. The report found that 76% of UK adults find it acceptable for a colleague to drink alcohol-free beer at their desk at work, with this rising to 85% amongst 1824s.

Historically seen as the reserve of designated drivers, we’re now seeing a significant number of people incorporating alcohol-free drinks into occasions they are also drinking alcohol. A quarter of the UK population are moderating their alcohol consumption through the practice of ‘zebra striping’ - when an individual alternates between alcoholic and non-alcoholic drinks within a single visit.

When you include situations where an individual is combining alcoholic and non-alcoholic drinks whilst not necessarily ‘zebra striping’, this figure rises to 2 in 3 UK adults (78% of 18–24-year-olds).

Moderation of alcohol is now a year-round habit for UK adults, the report finds. 3 out of 4 UK adults who drink alcohol, have said they are currently actively moderating their consumption of alcohol across 2024. Backed up by last year’s sales data, many Brits moderating during the summer months as during the festive season and Dry January, boding well for the big summer of sport ahead. (Circana BWS all outlets 52wk to w/c 26.08.23) A notable decline in the number of UK adults consuming alcohol more than once a month has been reported, with the figure dropping to 88% in 2024, down from 93% in 2023 (95% in 2022). This coincides with 11m UK adults (16% of UK adults) trying low and no alcohol beer for the first time in the last 12 months.

According to KAM Insights, more than 1-in-5 18-24s claim to not

drink alcohol, the highest of any age group. The report also found that 53% of 18–24-year-olds report visiting a pub or bar once a week or more.

With over 1 in 3 pubs visits by UK adults being alcohol-free, the report highlighted how the UK’s love for the pub continues to endure.

The figures show that whilst younger people’s consumption of alcohol declines, the pub remains cemented as the place for social connection.

There is a clear demand from younger people for quality alcohol-free options, with 68% saying they have left a venue early or disappointed due to poor low & no options, in the last 3 months.

The report also showed the sway a non-drinker can have on the choice of venues. 65% of UK adults say non-drinkers in their group influence the choice of venue, an increase from 46% in 2023. The figure in 2024 is higher amongst 18–24-year-olds, at 85%.

Katy Moses, MD at KAM said: “Increasing numbers of UK adults are actively moderating their alcohol consumption, whether driven by a desire to improve their physical or mental wellness or to save money.

Active moderation (where people are actively changing their behaviour in order to consume less alcohol) is happening across all age groups and all days of the week – 1-in-4 UK adults say they employ tactics to moderate their alcohol consumption to some extent.”

“What’s key, however, is that a decrease in alcohol consumption doesn’t mean a decrease in the demand for great experiences in pubs, bars and restaurants. People don't want to miss out on all the occasions where alcohol is normally present, going to the pub with friends, celebrating a birthday, enjoying a beer while watching sport, for example.

The research identified that many are drinking differently now when they go out and embracing new moderation tactics such as alternating between alcoholic and alcohol-free drinks in the same evening, known as zebra striping. The future of socialising in the UK will certainly be less centred around alcohol.”

The full report is available here: https://kaminsight.com/insights/low-and-no-2024/

Energy for Rural Hospitality Businesses – Versatility is Key As energy-intensive operations, for hospitality businesses the drive towards sustainability and reducing carbon emissions also needs to factor in the careful balance of customer experience and efficiency. That’s why a fuel that does it all can be a game-changer.

UNDERSTANDING YOUR OPTIONS With busy hotels, pubs and bars requiring a fuel source that offers increased reliability and a controllable flame for cooking, LPG can be utilised for a variety of uses, such as hot water, heating and cooking requirements.

In addition, Calor’s range of storage options, including underground tanks, which can be hidden out of sight, means there’s a solution for every business.

READY FOR THE FUTURE Despite being one of the most carbon intensive fuel sources, oil-fuelled boilers are still commonly found in off-grid catering outlets. Switching from oil to LPG can immediately cut CO emissions by up to 18%1 compared to oil and is

ideal for rural businesses where electricity is simply not viable due to the processes needed or simply because of limited supply to the location.

From providing an instant and controllable flame needed to create mouthwatering meals, to offering the versatility for heating and hot water requirements, Calor LPG is the fuel source catering businesses can trust.

To take this step further, once a business is on LPG they can easily switch without any change of equipment or infrastructure - to Futuria Liquid Gas which is a sustainable fuel made from a blend of waste, residues and sustainably sourced materials. For catering businesses keen to demonstrate their reduction in carbon emissions, the Green Gas Certification Scheme ensures traceability of all Futuria Liquid Gas delivered to, and used up by, our hospitality customers, while also highlighting the amount of CO2 saved.

To find out how Calor can help your business thrive, visit calor.co.uk/caterers

New Rules On Tipping – Are You Prepared?

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CLH News

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By Nicola Smyrl, partner at Taylor Walton Solicitors www.taylorwalton.co.uk New rules on tipping set out in the Employment (Allocation of Tips) Act 2023 (known as the “the Tips Act”) are expected to come into force on 1 October 2024. A statutory Code of Practice is expected to come into force at the same time.

The Tips Act will regulate how employers allocate tips among workers by introducing obligations to ensure that workers receive "tips, gratuities and service charges" in full, and that those tips are allocated in a fair and transparent way.

WHO IS PROTECTED? The new rules apply to workers, not just employees. This includes agency workers.

WHAT PAYMENTS ARE COVERED? The Tips Act applies to "qualifying tips, gratuities and service charges", which means all employer-received tips (usually those paid on a card) and certain worker-received tips (usually cash payments).

Worker-received tips generally only fall within the definition of "qualifying tips, gratuities and service charges" if they are subject to employer control. An employer is likely to have control over cash tips if they are involved in their distribution.

The Tips Act applies to the actual amount paid. Any charges for using a credit card will not reduce the amount that must be allocated to workers.

WHAT DO THE NEW RULES REQUIRE? Fair Allocation

Employers will be required to ensure that qualifying sums are allocated fairly between workers at the place of business where they work. The fair allocation and payment of tips must be made by no later than the end of the month following the month in which the tip, gratuity or service charge was paid by the customer.

The Code of Practice sets out key principles of fairness, suggesting how employers can apply them. Fair allocation does not necessarily require employers to allocate the same proportion of tips to all workers. There may be legitimate reasons why employers choose to allocate different proportions of tips to different workers.

However, relevant factors are: • Roles, e.g., front-of-house, and backroom staff; • Hours worked during the period when tips were received; • Individual/team performance; and • Customer intention.

Written Policy and record keeping If tips are paid to an employer on more than “an occasional and exceptional basis”, the employer must have a written policy on how it deals with tips. The employer must also keep a record of how every such tip has been dealt with for 3 years. Workers can request access to these records.

PREPARE NOW Failing to comply with the new rules may lead to claims in the employment tribunal. Where a tribunal upholds a complaint about fairness or transparency, it can order the employer to revise previous allocations of tips, issue a recommendation on a previous allocation and/or order the employer to pay compensation. This may include other workers who have not made a complaint.

Any business that regularly receives tips, gratuities or service charges, should now familiarise themselves with the new rules and ensure that they have appropriate policies and processes in place. With the Code of Practice suggesting that employers should consult with workers to seek agreement that the system of allocation is fair, reasonable and clear, affected employers should start preparing now.

Publicans Urged Celebrate Contribution Of Volunteers To Their Local Areas

Pub is The Hub, The British Beer & Pub Association (BBPA), the Royal Voluntary Service, the WI, Scouts, National Lottery, Music For Dementia, Alzheimer’s Society and the National Association for Social Prescribing are among the organisations supporting this year’s Thank You Day initiative.

Pubs across the UK are being invited to get involved in this year’s Thank You Day, on Sunday, 7 July to help recognise the volunteers and people in their communities who make a real difference to the lives of local people.

Since 2021, Thank You Day has brought millions of people together to celebrate and give thanks to those who go above and beyond. It offers a fantastic opportunity for people to come together and thank the local legends who are at the backbone of communities and give their time and energy to help others.

John Longden, chief executive of Pub is The Hub, said: “Publicans are often the community connectors in their local areas and help to drive togetherness through the range of services, activities and events they provide which have a positive social impact on local people.”

He added: “Taking part in Thank You Day and helping to recognise others who help to make a difference in their communities feels a natural fit for pubs to get involved in.

For pubs offering community services and activities enabled by volunteers, or for those that are community-owned and supported by unpaid heroes, Thank You Day offers an ideal occasion to recognise their contribution.

Together, the organisation behind Thank You Day, is encouraging publicans to get involved by hosting events and activities, or partnering with other organisations to put on community takeovers and local events as a way to say “Thank You”.

Olivia Williams, Together’s campaign manager said: “Pubs are the perfect place for this celebration. They are natural gathering spots for communities to come together and give thanks.”

She added: “Organising a Community Takeover in your pub for Thank You Day is simple. You could host a ‘cheers for volunteers’, a’ BBQ-Thank-Q’, afternoon tea, live music event with a local choir (last year some pubs teamed up with WI choirs), or a dinner and quiz for local volunteer groups.”

Emma McClarkin, chief executive of the British Beer & Pub Association, said: “The value that pubs bring to local areas, be they on a busy urban high street or in a countryside village, is more than the economic; it is also the social, cultural and community value that makes pubs such an essential and dynamic part in knitting together neighbourhoods and promoting social cohesion.”

She added: “Each year pubs help raise over £100 million for charities and there are numerous examples of pubs hosting local voluntary groups in bringing together people in achieving good causes for their communities. There can be no better place to celebrate these volunteers than by saying Thank You than in their local pub.”

Pub is The Hub has produced a free guide for publicans full of ideas and information on how to get involved which can be downloaded from www.thankyouday.org.uk

Stella Artois Launches ‘Perfect Serve’ Campaign Celebrating The Perfect Pint Budweiser Brewing Group celebrates their dedication to serve quality, incentivising consumers to rate the quality of their Stella Artois serve, and rewarding customers who serve the perfect Stella Artois.

Stella Artois, a proud part of Budweiser Brewing Group, has announced the launch of its new ‘Perfect Serve’ campaign, illustrating the brand’s dedication to the perfect serve ritual.

From the 1st of March consumers are encouraged to rate the quality of their Stella Artois or Stella Artois Unfiltered served in 2000+ venues

across Britain. Consumers will be rewarded with cash back on the full price of their pint, driving footfall to on-trade venues stocking Stella Artois on tap.

From the 1st of May through to the 26th of June, Stella Artois, the official beer partner of the Wimbledon Championships, will then offer participating consumers entry to a prize draw for a chance to win a pair of tickets to Wimbledon Tennis Championships; transforming every Stella Artois moment into a chance to win.

At the heart of the campaign is a mobile powered platform called TaDa, which allows consumers to rate the quality their Stella Artois and Stella Artois Unfiltered serve. As part of the campaign, Budweiser Brewing Group will also be ensuring continued excellent serve quality by refreshing tap lines, training staff on the perfect serve ritual, and using targeted ads to drive local customer traffic into participating pubs yearround. Each pub will also receive promotional kits with coasters, bar

runners and other materials to promote the ‘Perfect Serve’ campaign.

"We're excited to give pub-goers even more reasons to enjoy a pint of Stella Artois through this new campaign," Elise Dickinson, Stella Artois Marketing Director. "By focusing on the Perfect Serve, we aim to boost dwell time and keep customers coming back for the perfect pint."

The ‘Perfect Serve’ uses the iconic Stella Artois chalice, pouring at a 45-degree angle whilst allowing the foam to spill over the top of the chalice. Next is to use the skimmer to slice the excess foam off the top – which creates a smooth foam barrier that locks in the CO2 bubbles, providing Stella Artois with its distinctly fresh flavour. The final step is the placement, with the cartouche (the brands iconic emblem representing it’s 600 years of brewing history) facing forward towards the consumer.

Sign up here https://thepubclub.beer/service/perfect-serve/ to be part of the campaign.

Great Customer Service and its Role in Successful Restaurants 16

CLH News

June/July '24

By Xavier Gonet is F&B Manager at Les Roches.(www.lesroches.edu)

In the restaurant industry, customer service is integral. The way customers are treated and their overall experience can make or break a business, as happy customers often come back and recommend restaurants to family and friends.

When it comes to the success of a restaurant, however, customer service may be overlooked in the face of more tangible factors such as menu options and ambiance – but delivering customer excellence is just as important, if not more so. Poor customer service can lead to negative reviews and a drop in customers, while customer service quality creates loyal regulars and valuable word-of-mouth marketing.

Creating positive experiences for customers starts with understanding their needs and providing them with exceptional service. This means demonstrating hospitality, courtesy and respect, as well as being attentive to customers and being proactive in helping them with their questions and requests to establish that all-important positive customer relationship.

The importance of communication in the hospitality industry cannot be overstated. Excellent communication skills are essential for restaurant customer service and management. Good communication involves active listening, understanding customer needs, and responding in a polite, efficient manner. Paying attention to the small details can contribute to a positive customer experience. This includes proper table settings, serving food promptly, and using appropriate language when conversing with customers.

Providing excellent customer service in the hospitality industry can be

challenging, especially during busy periods, and there are three challenges that restaurant professionals need to navigate efficiently to deliver exceptional customer service:

1. DEALING WITH DIFFICULT CUSTOMERS AND MANAGING COMPLAINTS Customers can be a challenge, especially when they are not happy.

Restaurant customer service professionals need to remain calm and professional when handling complaints and feedback while also working to resolve the issue as quickly as possible. This will involve listening to customers, understanding the issues, and taking the necessary steps to resolve it. While customer satisfaction is important, restaurant managers need to ensure that they are also achieving business objectives. This may involve finding the right balance between providing great service and running a profitable business. However, reputation management is ultimately key here, as negative customer experiences can easily be shared online.

2. ENHANCING RESTAURANT CUSTOMER SERVICE WITH TECHNOLOGY Technology in hospitality is fast evolving and may involve investing in software that can track orders, manage reservations or even provide feedback to customers. By taking advantage of technology, restaurant managers can ensure operations are smooth and efficient. Some of the benefits of investing in technology solutions include automation of processes – technology can automate functions such as order taking or reservation management, freeing up staff to focus on more important tasks; increased efficiency – by streamlining processes with technology, restaurants can become more efficient and reduce costs, and improved customer satisfaction – technology can help provide customers with a better experience, from faster order processing to creating more personalised experiences.

3. USING DATA AND ANALYTICS TO FURTHER BOOST ENGAGEMENT Restaurant customer service teams can take advantage of data and analytics to make informed decisions and boost customer engagement in

hospitality through better branding and marketing. Data analysis can help restaurants identify customer preferences and ensure that they are meeting customers’ needs. This information can be used to create targeted promotions, adjust menus or even improve the overall guest experience. For example, restaurants can use customer data to identify the most popular dishes or drinks and then promote them accordingly. They could also use customer feedback to identify areas for improvement and make relevant change.

As good as a restaurant may be at delivering excellent customer service, though, there will always be times when customers are dissatisfied.

Restaurant managers need to hone their skills in dealing with customer complaints, as this could make or break a restaurant’s reputation. So what, practically, can restauranters do?

5. TECHNIQUES FOR RESOLVING ISSUES When resolving customer complaints, restaurant managers should strive to make their dining experience as positive as possible, and could do so by: Apologising and acknowledging the issue: it is important to apologise for any mistakes or dissatisfaction that may have been caused by your business. Showing understanding and owning up to mistakes can help to diffuse the situation.

Providing a solution: this could be a discount for a meal that was not satisfactory, or offering to re-cook a dish that was incorrectly prepared.

Showing customers that you are willing to put in the effort to make things right is a great way of building trust and ensuring customer satisfaction.

Offering a ‘freebie’: one type of service recovery could consist of offering a free drink or dessert, or a complimentary appetiser.

By using these techniques, restaurant managers can turn negative feedback into positive experiences. This can help to build a loyal customer base, leading to more repeat business.

Demonstrating excellent customer service at restaurants, in turn, sets them apart from the competition, creating a lasting impression on customers that can lead to increased revenue and long-term loyalty.

New Insights Reveal Top Reasons For No-Shows Latest insight from hospitality technology partner Zonal and CGA by NIQ, reveals the main reasons guests do not turn up for a reservation, with the following coming out top:

(September – November) tends to be the worst season when it comes to people not honouring bookings.

Figures from a recent GO Technology report from Zonal and CGA

by NIQ* has also found that 77% of people find not being able to amend or cancel bookings online, a key frustration in the pre-visit customer journey. A further 34% stated that if they experience frustrations pre-visit, such as being unable to amend or cancel bookings online, they would find somewhere else to go.

• Having a change of plans (27%) • Others in the group cancelling (21%) • People booking multiple venues to ensure they would get in somewhere (20%) • One member of the group falling ill (20%) • Forgetting about a booking (15%) The survey of more than 1,000 UK adults, shines a light on the ongoing issue of no-shows and the importance of educating customers on the impact this has on hospitality businesses.

This all underlines the need for operators to tackle no-shows, which cost the industry £17.59bn per year in lost revenue. One way to mitigate the risk of no-shows occurring is by ensuring the booking journey is easy-to-use for customers – enabling them to book, amend or cancel bookings within a few clicks.

New research also revealed that Sunday is the day in the week when no-shows are most likely to occur and that on average Autumn

Tim Chapman, Chief Commercial Officer, Zonal, said: “People not honouring their reservations continues to be a challenge for the indus-

try. Plans change and that cannot be helped, however in order to reduce the risk of no-shows, we need to continue finding ways to educate consumers on what impact this has on their favourite pubs, bars and restaurants. The figures also highlight a correlation between people not honouring their reservations and the ability for customers to change or amend bookings. Operators that have digital systems in place, enabling customers to manage bookings online will be able to reduce no-shows from happening, as well as remove any potential customer frustrations during the pre-visit journey, improving the overall customer experience.”

In response to the ongoing issue of no-shows and in support of the industry, Zonal launched their #ShowUpForHospitality campaign in September 2021, to help operators try mitigate the risk of no-shows, as well as to raise awareness of the importance of consumers turning up to a booking or informing a venue if they can no longer make it.

VK Enters Alcohol-Free Category with VK Blue 0.0% The UK’s biggest RTD brand in the on-trade category*, VK, is entering the alcohol-free market for the first time with the launch of ‘VK Blue 0.0%’.

their night.

The launch comes following shifting market dynamics and consumer behaviours, which have seen low and no-alcohol products become the fastest-growing category in the ontrade sector in the last year, according to Neilson (NIQ) data.

Craig Chapman, spokesperson at VK, explains: "We are proud to introduce our very first VK Zero available in our ‘OG’ Blue flavour. Our loyal VK fans are at the heart of everything we do, so recognising the changing drinking culture among 18-24s and supporting these choices through product innovation is incredibly important to us.

To support its development, VK commissioned research among students in key university towns across the UK, in a bid to better understand evolving drinking habits within the 1824 age demographic.

“The insights highlight a clear opportunity for on and off-trade stockists to support consumers’ changing needs and tastes, while providing greater choice when it comes to high-quality, fun, alcohol-free options.”

The findings reveal nearly half (49%) of students now consume less alcohol compared to the previous year, with 32% intending to further reduce their intake in the coming months.

The primary motivation for 79% is a focus on mindful socialising and connecting, with only 6% driven by the ‘buzz’ of alcohol.

Craig continued: “VK's mission is to bring people together to share unforgettable experiences. With Blue being our best-performing flavour, the decision to launch it in 0.0% format was an easy one and we’ve already received strong interest from a number of customers.

VK Zero maintains the signature, fruity flavour profile synonymous with VK Blue, but with 0% alcohol content, providing a more inclusive option by appealing to those looking to reduce their alcohol consumption or abstain.

VK Blue 0.0% is not the only new product joining VK’s lineup ahead of summer. The RTD brand is also announcing its newest VK flavour, which is set to launch following the successful #WEAREFLAVOUR campaign, which has asked consumers to vote for the next product to join the lineup.

Unlike many competing brands in the category, VK Blue 0.0% offers an added caffeine boost (32mg per 100ml, similar to standard energy drinks), ensuring consumers stay energised throughout

For further information on VK Zero click here: https://www.vkofficial.com/vkzero/.

TheAcademic‘Karaoke Room Effect’: Research into UK Hospitality Venues Reveals 18

CLH News

June/July '24

Financial Benefits of Giving Customers the Opportunity to Sing

The Aalto University insights support the findings of European research conducted by Singa. In spring 2018, Singa analysed 37 European venues, finding that karaoke resulted in a 31% increase in the number of customers, alongside a 35% increase in average customer spend. In those venues that hosted occasional karaoke nights, a 42% increase in average customer spend during these special events (2-4 times a month) was observed.

British bars and restaurants installing karaoke systems experience a 12.2% increase in ROA, according to research by Finland’s Aalto University Finland’s Aalto University (www.aalto.fi/en) has undertaken the first ever research project into the financial impact of karaoke rooms within UK bars, restaurants, and other hospitality venues. At a time when the UK hospitality industry is under increasing pressure (over 6,000 hospitality venues closing their doors between December 2022 - December 2023, according to data from CGA by NIQ and AlixPartners), the findings present a potential silver bullet for the sector: the study of 53 UK venues during 2018-2022 revealing venues with karaoke experienced a 12.2% increase in return on assets (ROA) when compared to a control group without.

THE KARAOKE ROOM EFFECT - KEY FINDINGS FROM AALTO UNIVERSITY STUDY, AND ADDITIONAL RESEARCH The research was commissioned by Singa (www.singa.com/business), the Finnish startup revolutionising the karaoke industry by providing innovative, professional karaoke software that gives venues access to a fully licensed song catalogue (frequently updated to add new hits), and customisable display and room management capabilities. Singa currently provides professional karaoke tech and business consultancy to well-known UK hospitality venues such as Boom Battle Bar and Roxy Leisure (both of which featured in the analysis).

Singa asked Aalto University researcher Ngoc Anh Pham to explore the impact of karaoke rooms on financial performance in UK hospitality venues. Aalto University is the leading university in Finland and, created through the merger of Helsinki University of Technology, Helsinki School of Economics, and the University of Art and Design Helsinki in 2010, is in the top universities for business and economics worldwide. The study reveals a 12.2% increase in ROA for venues with karaoke compared to those with no such facilities (ROA measures how effectively a business uses its assets to create profit). In addition to booking fees, additional revenue is shown to be created through attracting a new customer base and a corresponding uptick on beverage, snack, and other purchases.

The benefit to the business is not only financial, but has a positive experiential impact on patrons and customers who are able to enjoy an engaging and fun social activity with friends, increasing likelihood of return.

The business benefits of a karaoke room can also be viewed in light of the current trend towards experiences, including ‘competitive socialising’.

According to research from Savills published in November 2023, the competitive socialising sector has grown at “unparalleled levels” over the past five years (with a 38% increase in competitive socialising venues since 2015). This reflects a growing trend amongst Gen Z and Millennials for favouring defined experiences over ‘things’, and with sobriety or drinking less becoming more popular for Gen Z (the ‘sober curious generation’), venues which offer alternative entertainment options are increasingly appealing to previously underserved customer groups. Competitive socialising is not a new concept - darts or pool being a mainstay of UK venues for centuries - but new options are increasingly sophisticated and often tech-enhanced.

To further demonstrate the interest in competitive socialising - and karaoke in particular - UK Google Trends data shows a marked volume increase in searches for ‘karaoke room’, with interest (measured by Google searches) more than doubling over the last five years (analysed up to February 2024).

Atte Hujanen, Co-Founder and CEO at Singa, comments: “Our research confirms that Britons want escapism through song. Anecdotally, I have always known that karaoke brings a huge benefit to hospitality businesses through the joy it brings, but for the first time the positive business impact to British venues can be quantified. Hospitality as an industry has faced serious challenges due to the Covid-19 pandemic and more recently the cost of living crisis in the UK, and it’s clear that karaoke can help venues adapt and continue to thrive by offering local communities additional fun, social experiences.”

Hospitality Insolvencies Fall But Operators Aren’t In The Clear Yet Recent company insolvency statistics show accommodation and food service insolvencies decreased by 17% in March 2024 (to 280, from 338 in February) and were also down 17% from March 2023 (339).

and inflation both expected to fall, which should ease cost pressures on businesses and put more money in consumers’ pockets.”

Saxon Moseley, head of leisure and hospitality at RSM UK, comments:

“Despite these positive indicators and the likely boon of the European football championships, the trading environment remains turbulent and continued cost pressures continue to plague the industry. With many businesses operating with less than three months of working capital, it is essential that management teams focus on delivering lean operations, while optimising the experience to attract discerning customers.”

“The hospitality industry has been in the doldrums since 2022, primarily driven by soaring overheads and reduced demand. Last month’s dip in company failures shows the tide may be turning as consumer confidence returns. This brings hope that the second half of the year will show a continued improvement, with interest rates

Gordon Thomson, restructuring partner at RSM UK, added:

Get a Grip on Food Prep with the New Onyx from Williams Williams has launched the latest versions of its Onyx prep stations, with a sleek new look complementing the innovative features under the hood that deliver energy efficient performance and ensure food safety.

The Onyx prep station combines refrigerated storage beneath a worktop with refrigerated food wells on top – these provide instant access to regularly used fresh ingredients. The wells are ergonomically designed to be at the ideal working height and are positioned within easy reach for the chef.

The latest model combines practicality and good looks, with newly designed doors made from solid stainless steel featuring full-width integral door handles. These provide an easy to use, non-

slip grab while being quick to clean, with no dirt traps. The generously sized work area makes the Onyx ideal for creating a range of foods including pizza, sandwiches, tapas, salad and desserts.

Meanwhile the base of the unit has also been redesigned with a flatter surface, making it easier to install, transport and service.

The storage cabinets are designed to hold 1/1GN pans and the Onyx range is available in a choice of sizes, from the compact, space saving two door model up to the large, 1043 litre capacity, five door version. The ingredient wells are capable of holding a selection of 1/3 and 1/6 GN pans, up to four 1/3 pans on the two door model, with the five door model taking twelve, or up to 24 1/6 GN pans.

Energy efficiency is improved by EC (Electrically Commutated) brushless fans, which allow for precise control with reduced power consumption. The new Onyx range uses natural hydrocarbon refrigerant which, as well as having low GWP/zero ODP, offers excellent thermodynamic properties which further reduce energy usage.

Capable of operating in ambient conditions up to 43°C and constructed from sturdy, food safe stainless steel, the Onyx comes with a lift-off cover to allow ingredients to be stored overnight, and removable, easy to clean crumb catchers. A choice of customisation options is available, including drawers, a hinged lid, granite worktop, and a polypropylene chopping board.

Williams Refrigeration offers a comprehensive range of commercial refrigeration including gastronorm cabinets and counters, specialist bakery equipment, coldrooms, multidecks and blast chillers.

To learn more about Williams extensive product range visit www.williams-refrigeration.co.uk.

The Pubs Code Adjudicator – A Champion of Fairness 20

CLH News

June/July '24

CLH News sat down with Fiona Dickie, Pubs Code Adjudicator to discuss their role in the industry

if they were free of tie. It is all about fairness and allowing tenants’ businesses to succeed.”

WHAT IS THE ROLE OF THE PUBS CODE ADJUDICATOR? “I am the Pubs Code Adjudicator, or PCA, having recently been reappointed for my second term, a further three-year period. It is my responsibility to enforce the Pubs Code, regulating the relationship between pub companies and their tied tenants. My team and I want to empower tenants to negotiate and find the best deal for their businesses, by ensuring the pub companies observe the Pubs Code and provide tenants with the right information, at the right time.

“A key objective for the PCA is to boost tenants’ awareness of their rights and the legislation in place to support them – which is why I am doing this interview. For a fair relationship, both sides should be informed, and we are here to facilitate that.”

pub company. This is an absolutely critical piece of research to ensure effectiveness of the Pubs Code, help the regulated pub companies understand tenant satisfaction levels and where they need to make improvements, as well as enabling the industry to see comparisons between those pub companies “We issue advice and guidance to the industry, and I have the power to investigate suspected breaches of the Pubs Code. I am also responsible for providing an arbitration service for the resolution of Pubs Code disputes. Cases are managed by the Chartered Institute of Arbitrators on the PCA’s behalf. The PCA can only help to settle disputes which are in scope of the Pubs Code. Each pub company has a Code Compliance Officer which manages Pubs Code disputes informally. For other matters, tenants should refer to their pub company’s complaints procedure or take independent legal advice.”

WHAT IS THE PUBS CODE?

TELL US MORE ABOUT WHAT YOU DO

WHAT ARE YOUR THOUGHTS ON THE INDUSTRY AT PRESENT?

“The Pubs Code is legislation which protects tied pub tenants of the largest pub companies – those who own more than 500 tied pubs in England and Wales. It covers six pub companies – Admiral, Greene King, Marston’s, Punch, Star Pubs & Bars, and Stonegate.

“We have a wealth of information on our website - www.gov.uk/pca, including tenant factsheets. These are designed to answer the major questions that tenants ask the PCA about the Pubs Code and its processes. I urge all tied tenants of the six pub companies to take a little time to read more about us. We want to be more visible to the industry and you might have caught us at events recently, such as at the Northern Restaurant & Bar show, and at the National Pubwatch Conference.”

“Clearly the economic climate has brought challenges all around. The PCA exists to empower tenants, address disparities of information available to them, and ensure their tied relationship works for them, which should ultimately contribute to better business and promote resilience within the trade. I believe the PCA can play a part in strengthening our industry by encouraging transparency from pub companies about their Pubs Code compliance and promoting their best practice.

“We run an Annual Tied Tenants Survey where we speak to 1,200 tied tenants to gather their views and opinions on the Pubs Code and their

For more information, please visit www.gov.uk/pca or follow @pubscodepca on social media.

“The Code came into force in 2016, and gives tenants more rights and greater protection in their relationship with their pub company. The Code exists to ensure tied tenants are treated fairly and lawfully by their pub company, and that they should be no worse off than they would be

Card Spending Slows To Three-Year Low But Pubs & Bars Still Showing Growth Consumer card spending grew just 1.0 per cent year-on-year in May, the smallest rise since February 2021 and significantly lower than the latest CPIH inflation rate of 3.0 per cent, however spending in pubs and bars and clubs grew from 1.4% to 2.9%.

cent) of this group plan to spend more on food and drink for picnics, a third (34 per cent) say they’ll fork out on drinking and dining al fresco at pubs and restaurants, and 29 per cent intend to buy barbeque supplies to host friends and family in the coming months.

Resilient categories such as airlines and takeaways were knocked by rising household bills, while wet weather continued to cast a cloud over the high street.

However, consumers are feeling optimistic about the latest inflation figures, with three in 10 (28 per cent) planning to spend more when the weather improves.

In addition, news that UK inflation has fallen to its lowest level in almost three years has eased consumer concerns. Despite some household bills rising in recent months, six in 10 Brits (62 per cent) say the inflation announcement has made them confident in their ability to live within their means each month, and a similar proportion (56 per cent) say it has made them confident in their household finances.

Brits reined in spending on takeaways and fast food in May, with the category recording its first decline (-0.2 per cent) since May 2020. This comes as 44 per cent say they are reducing their discretionary spending, citing ordering takeaways (54 per cent) as their number one cutback.

Over half (53 per cent) of these consumers are also cutting back on eating out at restaurants, with spending in this category seeing an even greater decline in May (-15.7 per cent) than in April (-13.1 per cent).

Travel, another of the UK’s typically more resilient sectors, also had a challenging month. Airlines saw their smallest uplift (5.6 per cent) since July 2021, while spend growth at travel agents was as its lowest level (4.3 per cent) since August 2023.

On a more positive note, almost three in 10 (28 per cent) Brits say they will spend more when the weather improves this summer – a figure which rises to 39 per cent for 18- to 34-year-olds. Two fifths (39 per

Karen Johnson, Head of Retail at Barclays, said: “Retailers faced a challenging May, yet the few sunnier days in the month did bring a welcome uptick in footfall. As consumers gear up to spend more with better weather, and with the Euros, Wimbledon, and Taylor Swift’s ‘Eras Tour’ on the horizon, there’s a brighter outlook for the coming months.”

Jack Meaning, Chief UK Economist at Barclays, said: ”The economic strength we saw in the first three months of the year was always expected to ease as we moved into the second quarter, with GDP having seen the extra bounce needed to recover the ground lost in last year’s recession. The underlying direction of travel remains though, with falling inflation, real income growth and low unemployment all pointing to a gradual acceleration in consumer spending over the next 12 months, especially as we begin to see the Bank of England reduce interest rates in H2.”

Winterhalter Gets Ready for the Top Ten Countdown to the 2024 KP of the Year 2024 sees Winterhalter celebrate the 10th Kitchen Porter of the Year competition, which aims to recognise the amazing work so many kitchen porters do to keep the UK’s foodservice industry in peak condition.

£1000 in vouchers and a celebratory meal for friends and family in a casual dining restaurant of their choice. Furthermore, the winning KP’s employer will get a piece of Winterhalter equipment worth up to £10,000.

Since it was first held in 2013 KPOTY has become one of the biggest and most prestigious awards in the industry, and has been praised for its focus on the vital role kitchen porters play in catering and foodservice. In many businesses KPs are the secret weapons of the kitchen, going above and beyond their standard duties to keep them running smoothly. For many of the biggest names in the industry the experience they gained during their time as KPs served as the foundation to their future career.

Along with this, three highly commended KPs will receive vouchers to hospitality experiences, and every nominee will get a bespoke KP of the Year apron designed by Oliver Hardy.

Over seven hundred nominations have been made over the previous nine competitions, representing all sectors of foodservice, including the UK’s best hotels and restaurants, pubs bars and clubs, and institutional and contract caterers, demonstrating the importance of KPs throughout the industry.

“When we first came up with the idea for KP of the Year we had no idea that it would get the response it did,” says Stephen Kinkead, Winterhalter UK’s managing director. “It’s all about putting KPs and the work they do in the spotlight. It’s humbling to read the nominations – learning about the dedication and effort so many of them bring to their jobs is always inspiring.”

The KP of the Year 2024 will be awarded the prestigious KPOTY trophy, as well as

“Over the years we’ve received nominations from a hugely diverse range of businesses,” says Stephen. “For our tenth competition we’re looking forward to discovering more of the industry’s exceptional kitchen heroes!”

Nominations are open until the 30th of August. More information about the competition and previous winners, along with a link to the nomination form, can be found at www.kpoftheyear.com.

Winterhalter provides a total solution for dishwashing and glasswashing, from pre-sales advice to after-sales service, training and maintenance, with sustainability fitted as standard. Alongside its market-leading dish washers and glass washers, the company’s range includes utensil washers, advanced water treatment machines, and cleaning detergents and rinse aids. For further details, call Winterhalter on 01908 359000, visit www.winterhalter.com/uk-en/ or email info@winterhalter.co.uk.

How To Enjoy A Strong Summer Period 22

CLH News

June/July '24

By Henry Page, Corporate Restructuring Partner at Mercer & Hole (www.mercerhole.co.uk) For many hospitality businesses, success means having a busy and profitable summer. With major sporting events such as the 2024 Paris Olympics and Euro 2024 along with local city and town centre arts, culture and music events, there are certainly many additional opportunities to make the most of.

However, if 2024 so far hasn’t been kind to your business and it is struggling then taking swift action is key to your survival.

WHERE TO START? Cashflow is king and it is essential to know what payments are coming up and to look at areas where you can make cost savings to enable you to meet them. You can’t control your fixed costs such as rent but you can control your payroll and suppliers and that is often the place to start to maintain a healthy cash position.

Attracting new customers – this may sound obvious but sending out a couple of emails inviting people to drop by isn’t going to cut it, so give more thought to your summer promotions. Can you fill up your quieter times by attracting clubs or societies or making new groups of customers more welcome.

This is where getting to know your local community is key. For example, is there a running, fitness or cycling club who would like somewhere to meet up for a healthy meal after a workout. One in five of the under 25’s now doesn’t drink any alcohol, so can you offer a greater range of non-alcoholic drinks for those who prefer to keep a clear head?

Focus on delivering value and an experience rather than just discounting prices. When you must return to full prices it is likely you will lose those customers who were just attracted on price alone and your regular customers will have got used to the lower prices.

Many businesses do more harm than good with poorly thought-out promotions.

STILL STRUGGLING? Businesses struggling with cash flow need to understand HMRC’s position as a secondary preferential creditor whose claims are paid after preferential amounts are paid to employees. HMRC will allow you to make an arrangement to pay if you can’t pay on time however they are less generous on terms than they were during the pandemic.

Communication with them is key if there is no other alternative.

Communication with your landlord is also important if you are not able to make rent payments in full for the next quarter. If you are in a prime site, they are likely to want to remove you straight away however for those medium to poor sites they might be more accommodating as they will be keen to avoid taking on the responsibility for business rates if they were unable to relet it quickly. Talk to them about what you can pay, but don’t take advantage of the situation as you will ruin your

longer-term relationship.

For businesses which would be otherwise profitable if they were not saddled with unserviceable debts then it is worth considering whether a Company Voluntary Arrangement (CVA) or a Prepack Administration are suitable. A CVA can be used where creditors will be willing to accept a compromise on their debt however you will need to have the support of HMRC in relation to their preferential debt (VAT and PAYE) as well as your secured creditors. If an agreement cannot, or is unlikely to, be reached with creditors, then a prepack sale may be a constructive solution. A prepack sale, to either an independent third party or connected party, can free a prospectively profitable business from historic liabilities, whether because of the Pandemic or other unforeseen shock, which has led to an unserviceable debt burden.

Typically, a sale takes place, so the business closes one day and reopens the next, to minimise the impact of a protracted insolvency period. The benefits of a prepack may include continuation of employment for the workforce, a viable tenant for landlords, a profitable business able to pay taxes going forward and continuation of supplier/customer relations. The prepack should also provide the best return possible to existing creditors from the distressed position the insolvent company was facing. It is inevitable that creditors will face losses in a prepack and so every effort should be taken to ensure it is the best solution available to the company and its directors prior to embarking on the process. If a director is considering a CVA or Prepack specialist advice should be sought to ensure that the process is transparent, and the transaction has the best prospect of success.

The King Supports Pub Is The Hub With Donation To Support Pubs Pub is The Hub has welcomed a donation from His Majesty The King to help independent publicans support local services and activities for communities in rural areas.

The donation will help the Community Services Fund which advises publicans to diversify their services. This can be anything from supporting a rural pub to opening a local community café, an allotment, a play area, library or village store.

Pub is The Hub was founded by His Majesty The King, when he was The Prince of Wales in 2001. Over the past 23 years Pub is The Hub has been able to help hundreds of pubs to diversify, with many receiving both advisory and financial support through its Community Services Fund.

Pub is The Hub’s future vision is to help 1,000 more pubs diversify over the next three years.

Pub is The Hub chief executive John Longden said: “We would like to thank The King for this donation and all the support for Pub is The Hub since its formation. The King has always been a supporter of the local role of the British pub.”

He added: “We know there are still many more pubs, publicans and rural communities that would benefit from the help and support from Pub is The Hub. Pubs and publicans are vital to rural communities adding real social value and being part of the glue that binds local areas together.”

Cold Food, Long Waits - Britons’ Biggest Hospitality Bugbears Speed of service and hot food being served cold, are the biggest points of friction for pub, bar and restaurant customers, research from Zonal’s latest GO Technology report in partnership with CGA by NIQ, shows.

The survey of more than 5,000 British adults, highlights customers’ biggest annoyances when going out for food and drink and what can be done to fix them.

When asked what the top five bugbears are, the following reasons came out on top: 1. A long wait for food and drink (91%) 2. Hot food served cold (91%) 3. Broken promises on a special deal/loyalty discount (88%) 4. Food served at different times (87%) 5. Waiting for their table to become available (86%) Other frustrations mentioned as part of the research include items being out of stock (82%), menus being difficult to use (82%) and staff not having enough knowledge (80%). Respondents also find having to wait to receive and settle the bill (77%) or not being able to split the bill (64%) frustrating.

The survey also highlights customer’s top pre-visit frustrations. More than four in five find poor information, such as out-of-date or missing menus online frustrating. Booking platforms are also a point of annoyance, with over three-quarters saying not being able to cancel or amend a booking is their biggest bugbear (77%). Alarmingly, three in five (61%) of those who found it difficult to amend a booking online, said it would cause them to find somewhere else to go or think twice about visiting the venue in the future.

This highlights how important the pre-visit element of the overall hospitality experience is. By addressing

potential pre-visit bug bears early on, operators can retain customers and avoid losing valuable business.

Commenting on the findings, Tim Chapman, Chief Commercial Officer, Zonal, said: “Consumers are becoming more expectant of the venues they visit and demand an even higher level of service, so it’s vital that operators deliver on this. Venues that don’t tackle these issues head on, run the risk of losing customers and ultimately, damaging their bottom line.

“Technology can act as a helping hand in supporting operators meet the demands of consumers. Online booking systems and digital kitchen management tools, can help to automate services that would otherwise be time consuming or laborious for staff, allowing them to focus on the most important thing – delivering an excellent customer experience.”

Karl Chessell, Director - Hospitality Operators and Food, EMEA, CGA by NIQ added: “The large majority of consumers’ visits to restaurants, pubs and bars are happy and hassle-free. But things inevitably go wrong sometimes, and this GO Technology research shows the damage that poor experiences can do to venues’ sales and reputation. From researching a visit to paying the bill, understanding where and how frustrations emerge along the guest journey is the first step towards fixing them, and by getting on the front foot operators will effectively remedy annoyances. No operator is able to get everything right all of the time, but the best ones turn problems into solutions and negatives into positives.”

24

CLH News

June/July '24

Cleaning and Hygiene

Summer of Sport: A Golden Opportunity for the UK Hospitality Sector...

But Don’t Forget the Importance of Cleanliness & Hygiene The summer of 2024 is set to be a spectacular season for sports enthusiasts and the UK hospitality and licensed on-trade sector alike. With a lineup that includes the Euros, the Olympics, Wimbledon, and a host of motor sports events, pubs, bars, and restaurants are preparing for a surge in footfall. This period is not just an opportunity for social gatherings and celebrations but also a significant revenue driver. For instance, the Euros alone are expected to see a staggering extra 20 million pints sold during the tournament, compared to normal sales levels.

3. Adequate Supplies: Keep an ample stock of cleaning supplies on hand, including disinfectants, cleaning cloths, and floor cleaners. This ensures that staff can quickly address any issues as they arise.

4. Waste Management: Implement effective waste management practices to handle the increased volume of rubbish. This includes regular emptying of bins and proper disposal of waste.

MAINTAINING REPUTATION AND CUSTOMER LOYALTY

However, with great opportunities come great responsibilities, particularly in maintaining cleanliness and hygiene. As sports fans gather in large numbers, the potential for premises to become untidy and unhygienic increases. Establishments must be prepared to manage this influx effectively, ensuring that their venues remain appealing and safe for all customers.

The cleanliness of a venue is directly linked to its reputation. Patrons are unlikely to return to or recommend a place that they perceive as dirty or poorly maintained. In contrast, a clean, well-maintained establishment enhances the overall customer experience, encouraging repeat visits and positive word-of-mouth.

THE FINANCIAL IMPACT OF MAJOR SPORTING EVENTS The financial implications of these events are monumental. The Euros, in particular, are anticipated to be a major draw for patrons. The predicted sale of 300 million pints underscores the vital role that pubs and bars play in bringing people together to enjoy live sports. The economic boost from these sales, estimated to be up to £1.4 billion, highlights the importance of the on-trade sector to the UK economy. This influx of patrons provides a unique opportunity for establishments to not only increase their sales but also to enhance their reputation and customer loyalty.

Therefore, a robust cleaning regime is not just a necessity but a critical aspect of customer satisfaction and retention.

ESTABLISHING A ROBUST CLEANING REGIME Implementing a comprehensive cleaning regime involves several key steps:

THE IMPORTANCE OF CLEANLINESS AND HYGIENE

1. Regular Cleaning Schedules: Establish frequent cleaning intervals, especially during peak times, to ensure that premises remain clean and presentable. This includes regular wiping down of surfaces, cleaning of restrooms, and ensuring that floors are free of spills and litter.

With increased footfall comes the challenge of maintaining high standards of cleanliness and hygiene. Sports fans are known for their enthusiasm, which can sometimes translate into a more 'boisterous' atmosphere.

This can lead to spills, litter, and general wear and tear on facilities.

2. Staff Training: Ensure that all staff are trained in proper hygiene practices and understand the importance of maintaining a clean environment. This includes training on how to handle food and beverages safely, as well as how to quickly and effectively clean up spills and other messes.

As the various sports competitions progress throughout the summer, it is crucial for establishments to consistently maintain high standards of cleanliness and hygiene. This not only ensures the safety and comfort of customers but also helps to sustain the initial boost in business brought about by these events.

The summer of sport presents an exciting and profitable opportunity for the UK hospitality and licensed on-trade sector. However, the key to capitalizing on this opportunity lies in maintaining impeccable standards of cleanliness and hygiene. By doing so, establishments can ensure that they not only attract customers but also keep them coming back long after the final whistle has blown.

In a season where every pint poured and every meal served counts, the importance of a clean and welcoming environment cannot be overstated.

As the sports fans cheer and celebrate, let us ensure that our venues shine just as brightly, providing a safe, clean, and enjoyable experience for all.

Cleanliness is Always in Season

Maintaining good hygiene ensures a safe and clean environment for those in the hospitality sector. Consistent and proactive cleaning reduces the need for intensive deep cleaning, allowing facilities managers to focus on other tasks.

in seconds, maintaining a luxurious aesthetic and exceptional cleaning quality, while the eco!efficiency mode reduces the energy demand and volume of the machine and increases the battery running time.

Regular cleaning and disinfecting helps to prevent bacteria build-up, which is crucial in a busy setting. Following routine cleaning and decontamination measures ensures facility safety is not compromised. This practice guarantees a hygienic and welcoming environment for individuals entering hospitality venues, enhancing the likelihood of their return.

The Kärcher BVL 5/1 Bp, with its super-lightweight design, is worn on the user’s back, allowing easy cleaning without cables strewn across the area.

Additional attachments enable use on various surfaces, from entrance mats to curtains, keeping the lobby area pristine for guests.

Operational running costs continue to rise making them significant concerns for those in the hospitality sector. Customers are becoming more aware of businesses' environmental practices, which now significantly influence their spending decisions. Investing in cleaning and maintenance equipment, particularly in the catering and hospitality sectors, is crucial for ensuring a safe and clean environment. For example, battery-powered cleaning solutions offer robust, cost-effective, and eco-friendly operations due to their cordless and quiet design, reducing reliance on mains power. This allows for more regular and efficient cleaning, which is essential for maintaining high hygiene standards and providing a safe environment for both staff and guests in the hospitality industry.

EXCEPTIONAL CLEANING QUALITY Handheld battery-powered devices offer exceptional cleaning quality, such as the Kärcher Vacuum Cleaner BVL 5/1 Bp Pack, allowing users to efficiently remove loose dirt to maintain the cleaning standards of the premises. This backpack vacuum cleaner lifts dirt from carpeted flooring and can effectively whisk away dirt

PERFECTING CLEANING QUIETNESS Hotel guests and restaurant patrons expect high cleanliness levels without being disturbed by loud cleaning appliances. Battery-powered machines help reduce noise levels without compromising performance.

Vacuum cleaners like the Kärcher T 9/1 Bp feature a robust design and lownoise emissions. This allows cleaners to use them in public areas, perfect for cleaning corridors and passageways when guests might be sleeping.

Ultimately, ensuring good hygiene and cleanliness in hospitality venues is crucial for safety and customer satisfaction. Regular, proactive cleaning prevents bacteria build-up and reduces the need for intensive deep cleaning. Investing in advanced, battery-powered cleaning equipment enhances efficiency, reduces noise, and maintains a pristine environment. These practices not only save time and money but also create a welcoming atmosphere, encouraging repeat visits and upholding high standards in the hospitality industry.

For further information see the advert on the facing page.

CLEAN Do The Workwear, So You Can Do The Work CLEAN Linen & Workwear are one of the UK's most trusted laundry companies. They supply tailored workwear solutions provided by real people. Their comprehensive laundry network means they can service customers throughout England and Wales, providing chefswear, workwear and linen rental services.

Whether you operate from a single-site hotel, pub or restaurant or have multiple locations, CLEAN can tailor a workwear rental solution to suit your business requirements. They offer a range of functional, non-restrictive, breathable chef clothing perfect for the modern commercial kitchen, ensuring that your people look smart and are comfortable, boosting their confidence and productivity. They offer various uniform options to support the entire kitchen brigade, from Executive Chefs to Kitchen Porters.

With their workwear rental service, you can say goodbye to the hassle of purchasing, storing, and maintaining chef and kitchen uniforms. Instead, enjoy the convenience of a hassle-free rental system that provides freshly laundered

garments whenever your team need them. By renting with CLEAN, you can avoid upfront purchase costs, spread the payments over your contract, and ensure quality and care with every wash. Delivery is free, and there are no hidden charges; contracts even include repairs. Each item of clothing can be branded and tailored to the wearer with logos and embroidery. Their managed service prevents issues compiling when supplying your team with work clothes; a convenient locker valet service helps distribute and store uniforms, and they tackle minor repairs early to extend the service life of a uniform. Ultimately, this avoids costly replacements wherever possible as it reduces uniform losses, and uniforms only need replacing when a repair is not safe or cost-effective.

With CLEAN's workwear rental and laundry service, business owners can focus on what matters most — running their business — while CLEAN takes care of the rest.

To find out more: www.cleanservices.co.uk or see the advert on page 7.

26

CLH News

Food Safety

June/July '24

Are You Natasha’s Law Compliant? Many Still Aren’t The report also revealed the most common reasons for non-compliance in the sample. In a quarter of cases, no information at all had been placed on the packet, a third failed to list ingredients, two fifths didn’t emphasise allergens and a third featured illegible information.

It’s been more than two years since Natasha’s Law came into force, but there’s evidence that many food businesses are still struggling to comply with it.

The law, known formally as the Food Information (Amendment) (England) Regulations 2019, means all businesses in England that produce pre-packaged for direct sale (PPDS) food to customers on site must label food clearly with information on potential allergens present. These need to stand out so a customer can tell at a glance what they’re about to eat.

Incorrectly labelled PPDS can not only put customers’ safety at risk, but those who don’t comply also face the possibility of large fines of £5,000 per instance and reputational damage, with longer-lasting consequences for customer numbers.

A 2023 study carried out by Erudus, the market leading source of accurate allergy, nutritional and technical product data, found that more than half (54%) of 116 PPDS products sampled still failed to meet the requirements by accurately declaring the presence of allergen ingredients on the labels.

THE RIGHT TOOL FOR THE JOB One way to achieve compliance with Natasha’s Law reliably and efficiently is by adapting your labelling processes.

Small businesses have historically opted to handwrite their labels, but

Double Down on Temperature Management to fight E. Coli In light of recent outbreaks, temperature management to prevent E. Coli bacteria is at the heart of guidance from the UK government’s food safety body, the Food Standards Agency (FSA).

Thorough washing of fruit and vegetables is not enough on its own. Chilling food below 8 C and cooking food correctly by ensuring that the centre is at least 70 C is also strongly advised.

Without such precautions, ingestion of harmful E. Coli can lead to gastroenteritis, UTIs and in the worst cases, kidney disease.

UK thermometer manufacturer, TM Electronics (TME) can provide all the tools you need to double down on your temperature management.

• High accuracy water resistant thermometers to ensure food is properly cooked • Fast response Needle Probes to ensure meat and fish is cooked all the way through • Colour coded Needle Probes to help avoid cross contamina-

tion • Waterproof probes which can be sterilized in a dishwasher/ware washer • Wall mount holders for your thermometer kit so it’s within reach at all times • New thermometers supplied with FREE calibration certificates and annual reminders at no extra cost to ensure you are up to date with your food safety protocols MD Tom Sensier: ‘I’m really proud of our money-saving food-safety kits for their quality, value and performance.

Our CA2005-PK combines a high accuracy thermometer with 6 colour-coded probes you can stick in the dishwasher.

And for fast-paced kitchens, you can’t beat our MMWALLKIT: a heavy duty thermometer and probe complete with hygienic wall storage – recently filmed in action on one of the UK’s most popular TV food competitions!’

To help businesses even further, TME is offering 25% off online orders. Visit www.tmethermometers.com for more details. Offer ends on 30 June 2024.

these are time-consuming and risk poor legibility.

Pre-printed labels from an external supplier is one alternative, but can lack flexibility and prove costly as any changes or additions to a product’s ingredients will mean ordering a new run of labels and potentially throwing away unwanted bulk-printed batches.

An on-site printing solution avoids these issues.

To help business of all sizes comply efficiently, integrated packages are available that bundle a label printer with easy-to-use menu-management software. These make it simple to keep your labels up to date as you make changes to your menu, and multi-site solutions are available for those businesses with more than one outlet.

If you’re looking for a compliant labelling solution, a Brother printer can help make it easy, whether as a standalone device or as part of a turnkey menu-management system from one of our partners.

To find out more, go to brother.co.uk/food-labelling

The Kelsius Digital HACCP and Wireless Temperature Monitoring System The Kelsius digital HACCP and wireless temperature monitoring system provides the hospitality industry with a one-stop food safety system that protects food, customers and a business’s reputation.

Digital probes allow for food temperature checks right before service, recording and date-stamping temperatures and data. Automated sensors provide effortless monitoring of fridges, freezers and other units.

Data is stored securely and can be accessed through a user-friendly portal, allowing for full regulatory compliance and traceability with access to reports and data at the touch of a screen.

The sensor system will alert staff in real time where a temperature falls outside predefined

parameters. Kelsius has recently launched alerts via push notifications on the Kelsius App. The app provides the most secure and reliable way to ensure that alerts are delivered immediately to the right staff on their smartphone or any mobile device.

Staff are alerted in real time to act immediately should there be a power outage, fridge or freezer failure, or doors left open.

Designated managers and supervisors have visibility of alerts, corrective actions and user data on site or remotely, providing peace of mind that food safety procedures and processes are being followed.

To learn more visit www.kelsius.com

28

CLH News

June/July '24

Products and Services

793 Spirits Co. Holy Island Bloomsbury Flowers - The Luxury Florist • Holy Island’s first & only distillery.

• Distil, bottle & hand label Vodka, Gin & Rum. • Distillery shop with hidden bar.

793 Spirits Co. have been distilling on Holy Island, a tidal island off the Northumberland coast, since 2017.

Starting with their first spirit, ‘Mjødka’, a triple distilled vodka, giving a nod to the island’s Nordic history. Following that, the ‘Creed & Tide’ gin range was released. With the first being a classic dry gin, then a navy strength gin distilled with fresh lime & Holy Island Sea Salt and finishing off with a slightly sweeter

Pomegranate & Rooibos Leaf gin.

The most recent release was a dark rum – ‘The Guffy Curse’, a traditional dark rum aged for 12 months, being the first of its kind from Northumberland. All spirits are distilled, bottled & labelled in house in Holy Island’s first and only distillery, using a 250L copper still.

Also, on Holy Island is ‘Spirit & Soul’, the distillery shop with a secret hidden sanctuary behind a bookcase door! contact@793spirits.co.uk | www.793spirits.co.uk or see the advert on page 4.

Wine Service Innovations Up Your Reputation & Profit Innovative products enhance operational efficiency and empower hospitality professionals to review their wine service and customer engagement, improving wine sales and reputation.

Wine Corner Ltd specializes in temperaturecontrolled storage solutions for wine. Fine dining establishments invest heavily in creating the perfect ambiance and employing the best sommeliers and staff to ensure guests feel valued, become patrons, and return with guests and family. This is in addition to investments in fine and vintage wines.

For the educated palate, it’s all about the perfect pour, which can only happen when the wine has been stored in the right conditions, chilled or acclimatized, and finally poured at the perfect temperature.

What about the business side? How to entice new or regular customers to spend more? When service and products are at their best, what’s left to press the ‘spend more’ button? How about a ‘holistic fine dining experience’?

From the first step into your venue, guests walk past beautifully displayed wine walls, the wine menu invites guests for a one-to-one ‘pairing’ session in your tasting room, equipped with a Technowine tower unit keeping already opened bottles in perfect condition, and a speed chiller which cools champagne to the perfect temperature in minutes without the drama of ice, buckets, and condensation… A truly smooth operation, a delight for your front of house team and guests, who are now ready to discover a different, and perhaps, more expensive wine.

The ‘perfect pour’ however, isn’t just the preserve of fine dining. For luxury outdoor catering, Bag-in-Box (BIB) dispensers offer a countertop solution for volume dispensing of chilled wine. Putting the actual appliances to one side for a moment, they are not just fancy coolers; they offer the potential for imaginative hospitality professionals to reimagine their wine service. Call Wine Corner Ltd on 01302 744916 and pick their brains. See the advert on the back cover of this issue for details.

Bloomsbury Flowers is a renowned luxury florist in the heart of London’s Covent Garden area, recognised for using seasonal blooms and foliage.

Bloomsbury Flowers is extremely creative, dedicated, knowledgeable and passionate about the art and craft of floristry. Established for 30 years, it offers interior and exterior planting as well as gorgeous fresh, silk and dried flowers, always arranged with elegance and understated English glamour.

ner, Bloomsbury Flowers will advise on the perfect complement to your brand and the prevailing interiors.

Their range of floristry and planting services include that for:

• weekly contracts with hotels, spas, restaurants, offices, members clubs and facilities management firms with thrice weekly checks at least; • last minute concierge bou-

It will consider whether the room needs a focal point or whether the flowers should be in the background, whilst still emanating a sense of luxury, elegance and mood enhancing self-care.

quets; • weddings and events; • fashion shows and press launches; • exhibitions and festivals; • artistic installations; • interior and exterior landscaping; • plant maintenance.

It is a member of the exclusive venue group, Unique Venues of London, the invitation only Tatler Wedding Address Book and the UK Ambassador to the Floriculture Sustainability Initiative.

Whether an entrance table with a wow factor is needed or a lush arrangement of greenery in the cor-

See the advert on page 2, call 0207 242 2840 or visit www.bloomsburyflowers.co.uk

It considers flowers and plants essential to interiors as they add natural beauty, fragrance, texture and colour to spaces. A consultancy service to help you decide how to use flowers and planting to make the ambience more inviting, comfortable and relaxing for guests is offered.

Preventing Dine & Dash with CardsSafe

®

It's a good idea to hold customers' bank cards securely while they run a tab to ensure they don't make off with payment. The hospitality industry has been plagued with dine-anddash since the cost-of-living crisis. A few bad apples leaving a bar, pub or restaurant without paying can cost the venue hundreds if not thousands of pounds every year.

Too many dine-and-dash cases are being reported, but simple, affordable solutions exist. Hospitality managers shouldn't worry about dineand-dash. The good news is that CardsSafe is a genuine deterrent for walkouts because the venues securely store cards.

Deers Hut pub in Liphook, Hampshire, first came to CardsSafe in 2013 to seek help with a large volume of indoor and outdoor customers' bar tabs. One of the main motivations for utilising CardsSafe was to stay on top of where their customers sat outside. Deborah Steel, the Director, told us, "The CardsSafe system is

great for servicing customers who enjoy our outdoor areas."

Over 5,000 venues in the UK use CardsSafe. The system is used by Young's pubs, golf courses, Hilton Hotels, Lord's Cricket Ground, and many independent restaurants and bars in the hospitality industry.

CardsSafe is affordable, too.

Each unit, containing ten card drawers, costs just £9.95 per month. So, just one £120* walkout is the cost of a 10card CardsSafe unit for an entire year. In addition, each hire comes with customer service troubleshooting and free replacement keys, and additional units can be added at any time.

The question is, can you afford not to have CardsSafe as a part of your business?

For more information, please visit www.cardssafe.com or contact the sales team on 0845 500 1040 or see the advert on page 5. *Plus a sign-up fee of £39.95 (plus VAT) for new customers.

Hot Off The Press: New Jangro Catering Summer’s Coming – Time For & Hospitality Catalogue Espresso On The Go!

Jangro, the largest network of independent janitorial distributors in the UK and Ireland, is proud to present its new Catering & Hospitality Supplies 2024/25 catalogue. Boasting a fresh new look, the latest edition is the ultimate caterer’s companion, offering a wide range of quality brands and choice at competitive prices.

Enabling establishments to keep up to date with trends, the catalogue offers all the equipment and supplies required to stir up positive customer experiences.

From front of house to back of house, casual to fine dining, the latest crockery and table presentations to environmentally friendly catering disposables, Jangro’s new Catering & Hospitality 2024/25 catalogue has it all.

Jangro is committed to becoming a more sustainable business and helping its customers reach their own green goals. This new edition, therefore, offers a plethora of eco-conscious products, from food packaging containers, which are recyclable, compostable, and fully bio-degradable, to Jangro’s award-winning and innovative ntrl range of vegan cleaning solutions.

The ntrl portfolio comprises 13 products ideal for cleaning surfaces in a variety of environments, from kitchens through to washrooms. Registered with The Vegan Society’s Vegan Trademark, all formulas are 100% biodegradable, contain zero petrochemicals, and can reduce the product’s carbon footprint by up to 85%.

Jo Gilliard, CEO of Jangro, comments, ‘For catering and hospitality businesses, creating a great impression is as crucial as the gastronomic delights served. Front of

The range and number of outdoors activities is constantly developing and mobile coffee is evolving and growing to meet the demands of the outdoors consumer in a really big way!

house presentation sets the stage for the customer’s entire experience, whilst back of house provides the foundation. What’s more, today’s consumers seek establishments that resonate with their values, particularly in terms of environmental practices.

‘Providing an exceptional customer experience, making sustainable choices, whilst also balancing a budget is a delicate juggle – our new Catering & Hospitality Supplies 2024/25 catalogue has been curated to help businesses strike this balance.’

The catalogue features all the essentials required for catering, leisure and hospitality businesses – including kitchen hygiene, utensils and equipment, cleaning chemicals, tableware and glassware, washroom supplies, work wear, janitorial and waste management.

For more information see the advert on page 6, or to order a free copy visit www.Jangro.net or call 01204 795 955.

Fracino manufacture one of the most powerful LPG powered espresso machines range available. Our BSI Kitemark accreditation – the only espresso machine manufacturer worldwide with this prestigious endorsement - reinforces the commitment to quality and durability; ensuring that you’re making a solid and astute investment.

The trend and enthusiasm for enjoying great coffee in the outdoors appears to have really caught on – and many artisan roasters are now using the concept for sharing their unique talents for creating amazing coffees and taking them to the places that people meet for leisure activities. This gives plenty of opportunity in a relaxed environment to share their knowledge and fantastic flavours to multiple new customers.

With such a wide range of Dual Fuel models available, Fracino provide every new venture with the per-

fect solution for their specific requirements. Operating from LPG – in the form of regular barbeque gas bottles - and a 12v battery, connected through an inverter to the machine to power the pump and electronic control system, these innovative models ensure full mobility and the opportunity to serve coffee in the remotest of locations!

Back at base, the same machine can then be connected to a mains power and water supply and, without any technical work required, become a standard, electric powered machine again! Ingenious!

Durable construction from high quality stainless steel, the Fracino Dual Fuel models are robust and strong to ensure they can handle the rougher treatment of moving around the roads and fields their owners take them to.

Where there’s people, the motto is becoming, ‘serve great coffee – and make money’!

Check out the range at www.fracino.com or contact us for more details at sales@fracino.com

30

CLH News

June/July '24

Chef's Buyer's Guide

TUGO - Innovative Food Solutions We’re TUGO, a passionate team of food service fanatics, committed to creating the freshest, most flavourful globally inspired food concepts.

We’re clear in our purpose, to take the weight off our clients’ plate and make life easier with our complete end-to-end food service solution.

Our adventurous spirit, agility and positively restless dedication to innovation is what sets us apart, developing food concepts to suit operators across food service.

From menu innovation and concept development, through to product training, marketing and sales support.

From our vibrant global street food to our hand-stretched fresh dough pizza & authentic corn tortilla burritos, We seek adventure globally and are passionate about our produce as we are reducing our environmental impacts.

We provide the tastiest, most innovative food solutions so our clients can focus on delighting their customers and unlocking opportunities to drive revenue.

Tel: 01295 367351 | Email: hello@tugo.co.uk | Web: www.tugo.co.uk

LittlePod’s Innovative Vanilla Paste in a Tube Popular All Over the World LittlePod’s innovative vanilla paste in a tube is proving popular in professional kitchens all over the world.

Hailed as ‘a much-needed evolution for the kitchen’, we’re preparing to introduce our most-popular product to chefs in China following a successful trip to the Far East.

From Tallin to Tokyo, those using our versatile vanilla continue to recommend and endorse LittlePod. “We think our products speak for themselves,” said Janet Sawyer MBE BEM, the East Devon-based company’s founder and managing director, who has been out and about speaking to chefs both at home and abroad in 2024. “We continue to receive recommendations and endorsements from customers all over the world. Their comments are worth more than anything we could say.”

During a recent trip to Japan, where LittlePod exhibited at FOODEX 2024, Janet renewed acquaintances with Frederik Walther – the Executive Chef at the British Embassy in Tokyo.

“Frederik said LittlePod’s vanilla paste is an ‘upscale product with a beautiful design and a fantastic story’,” said Janet. “Frederik is recommending our vanilla paste to chefs in Japan.”

Janet also met with LittlePod’s distributor in Hong Kong, Frances Ma, who is planning to expand her operation

and take our products to China.

Frances said, “LittlePod’s vanilla paste resonates with people in the Far East because it is such high quality. It is convenient to use and the tube has a cool, clean and elegant design. LittlePod’s vanilla paste is natural and real. This isn’t just another product from off the shelf.”

Closer to home, our vanilla paste in a tube continues to prove popular in Europe, with Juta Raudnask, a long-time LittlePod retailer in Estonia, amongst those helping us spread the word.

“LittlePod’s natural vanilla paste exceeded all our expectations,” said Juta, who sells LittlePod’s products at Umami, a gourmet food store in Tallin and Tartu. “It is loved by all kinds of people in Estonia, from families to professional chefs working at finedining restaurants.”

Janet added, “LittlePod’s natural vanilla paste is versatile – it makes using real vanilla so easy. When LittlePod launched in 2010 we were the first to bring a vanilla paste in a tube to market. It has been our most popular product ever since.”

• Like to find out more about LittlePod? Visit www.littlepod.co.uk, email sales@littlepod.co.uk or call 01395 232022.

Bidfood Reveals Its First Group of Listed Suppliers On The Path to Acceleration Through its SME Scheme, Open Doors After the successful launch of its SME scheme last October, Bidfood, one of the UK’s leading foodservice providers, is proud to announce the initial group of suppliers selected through the Open Doors Programme.

Aimed at small food and beverage suppliers, the Open Doors Programme identifies the most innovative businesses trying to establish themselves within the industry and raises awareness of their products so they can make their mark in wholesale.

Despite the recent deceleration in inflation, the share of small businesses aspiring to grow this year has significantly decreased during the last six months. Small businesses within the food sector have shown the biggest drop in confidence that their business will grow, at more than 70%.

As a result, Bidfood’s Open Doors Programme has continued on its mission to unlock the potential of emerging suppliers, supporting their development journey, while also providing its customers with first-hand access to some of the most interesting brands out there.

Following a three-step development journey to nurture, champion and finally accelerate, the initiative has resulted in seven brands being officially listed with Bidfood, along with a selection of their products: • Bio&Me – A B-certified brand, Bio&Me has a range of handy on-the-go porridges created to support gut health.

Bio&Me is also part of the ‘Buy Women Built’ community, which shines a light on brands built by women.

• Boundless ¬– Using activated ingredients, Boundless snacks support gut health and are free from the top 14 allergens. They're also members of the ‘Buy Women Built’ community.

• Flawsome! – Another B-certified brand, Flawsome! produces a variety of juices, sparkling fruit waters and health shots made from wonky and surplus fruits.

• Ninju – A true kitchen table start-up, Ninju is a range of fruit and vegetable-based children’s drinks packaged in 100% recyclable cartons.

• OGGS ¬– Offering a vegan alternative to eggs, OGGS is the third B-certified brand out of the newly listed suppliers and will soon be a part of the ‘Buy Women Built’ community.

• TeaJoy – Designed to serve the growing demand for bubble tea in the UK, TeaJoy’s products are a quick and easy solution to making bubble tea using authentic Jasmine leaves from Taiwan.

• TRIBE – High protein vegan flapjacks with a strong stance against modern slavery.

Commenting on the newly listed suppliers, Sales and Marketing Director at Bidfood UK, Tim Adams said: “We have made fantastic progress in the past six months, from having our first SME supplier conference in October, to hosting dozens of guidance sessions to prospective suppliers. Now, we have seven amazing and inspiring brands listed with us that can work across a variety of sectors.

“Working with Andrew Allen has allowed us to tailor the Open Doors Programme to suit small food and beverage businesses, who are still facing some tough market challenges, and making their presence known in wholesale.

“It coincides perfectly with Bidfood’s vision to be a positive force for change and we will continue to be the voice for underrepresented founder groups with incredible brand stories, as well as suppliers who offer excellence in carbon reduction and social value. We can’t wait for the next six months and what this will bring for more small businesses.”

Cathy Mosely, founder of Boundless added: “Open Doors has done exactly what its name promises; opening doors for small brands like Boundless to thrive under expert guidance, in order to reach levels of distribution otherwise impossible for a start-up.

“Through mentorship and unlocking marketing opportunities normally reserved for big corporations, our projected growth with Bidfood is exponential and we’re extremely excited for the next 12 months.”

To learn more about the Open Doors Programme and to sign up for the ODP newsletter, visit here: https://www.bidfood.co.uk/about-us/open-doors/

32

CLH News

June/July '24

Sustainable Resources

Foodles Partners with ReFood to Eliminate Unavoidable Waste As part of a strategic drive to further enhance its sustainability credentials, B-Corp Certified corporate catering business Foodles has partnered with ReFood to eliminate unavoidable food waste generated across its national operations.

The agreement will see the surplus meals collected from Foodles’ smart fridges across London sent to ReFood’s state-of-the-art anaerobic digestion (AD) facility in Dagenham and used to generate both renewable energy and biofertiliser. Foodles is a fast-growing company with a rising need for sustainable waste management, and this partnership with ReFood unlocks new circular solutions which both benefit the environment and have the ability to scale with Foodles’ rapid expansion.

Founded in 2014, Foodles has pioneered a revolutionary approach to tackle mundane corporate catering.

Rather than running a canteen, the innovative business delivers fresh, healthy, home-cooked meals on a daily basis, which are stored in next-generation smart fridges and dispensed to customers much like a vending machine.

The concept was originally launched in France, but has since expanded further across Europe – first into Belgium in 2020, before entering the UK in 2022. Every year, the business delivers more than 1,000,000 pre-pre-

pared meals, with hundreds of smart fridges operational across the continent.

Michaël Ormancey, cofounder and co-CEO of Foodles, commented: “Since setting up our services in London, we’ve seen a variety of companies sign-up to receive daily deliveries. We aim to offer complete flexibility to both employers and employees – in essence, we’ve re-imagined the lunch break.

“However, while our cutting-edge approach is far more sustainable than the old fashioned corporate catering model, uneaten meals must be dealt with responsibly.

Our partnership with ReFood will enable us to continue to grow with this sustainable, scalable solution.”

With three AD sites in the UK (Dagenham, Doncaster and Widnes), ReFood works with hundreds of businesses for across the food supply chain to enable best practice, sustainable food waste management.

Every year the company handles 480,000 tonnes of waste, using it to generate renewable energy and sustainable biofertiliser.

For more information about Foodles, visit www.foodles.com. To find out more about ReFood, or its pioneering food waste recycling services, visit www.refood.co.uk.

Elevate Your Space with Floral Image In the competitive hospitality industry, creating a memorable guest experience is paramount.

Floral Image understands this and offers a unique service that combines the beauty of nature with the convenience of cutting-edge design. Our stunning, life-like floral arrangements are more than just decorations; they are transformative elements that breathe life into any space, enhancing the aesthetic appeal and ambiance of your establishment.

Our service is straightforward and hassle-free. We provide premium, hand-crafted artificial floral arrangements on a monthly rental basis. This means you can enjoy the visual splendour of fresh flowers without the maintenance, wilting or replacement costs associated with live plants. Each month, our team delivers a fresh arrangement to your location, ensuring that your décor remains vibrant and contemporary.

Why choose Floral Image? Our products are meticulously designed to replicate the beauty of real flow-

ers, providing a consistent and high-quality visual impact.

They are perfect for hotel lobbies, restaurants, event spaces and any area where first impressions matter.

By partnering with Floral Image, you not only enhance the visual appeal of your property but also create a welcoming and luxurious environment that guests will remember. Let us help you make a lasting impression with our elegant and sustainable floral solutions.

Experience the Floral Image difference today and elevate your hospitality space to new heights. For more information or to schedule a call, visit our website or contact our customer service team. Transform your space effortlessly with Floral Image.

See the advert on this page or visit www.floralimage.co.uk

Salvaging Solar Investments For organisations across the leisure sector with high hot water demands solar thermal was the sensible investment 15 years ago to cut operational costs.

Purchasing Solar PV and flat plate or evacuated tube solar thermal systems, proved cost-effective and the technology enjoyed a heyday with many buildings employing one or both options. But poor initial installation, lack of maintenance, or retraction of manufacturer support for evacuated tube systems rendered many systems, still on rooftops, unusable.

But with new high-efficiency, robust flat plate collectors with protective drain back, plus cylinders and controls to integrate solar thermal with electric top-up there is a real opportunity to resurrect systems as part of new sustainability strategies. Most refurbishments where overheating has been the cause of shutdown will require new collector panels and pipework which fortunately is a relatively straightforward replacement. This allows for upgrading existing gas water heating, saving energy, and reducing emissions from the existing system.

Alternatively, Adveco can support the transition to full electric water heating with solar thermal through

bespoke system design and product supply. For businesses with lower capacity demands, such as pubs or cafés, Adveco FUSION offers a pre-defined low-carbon system that is compact, easy to install, resilient and cost-effective. For organisations which are considering but not ready to commit to a heat pump-based system, FUSION T is available now with an option that delivers a twin-coil stainless steel tank and mounted ARDENT electric boiler and controls without the heat pump preheat. This iteration allows for solar thermal to be introduced into the lower coil as the system preheat with a small amendment to the controls to optimise top-up heating from the boiler as the pre-heat fluctuates across the year.

Adveco’s single-cylinder FUSION scenario avoids the typical requirements of a 50/50 capacity split between preheat and top-up. Smart controls allow the system to ‘cheat’ in favour of the solar thermal delivering a 600litre solar capacity in FUSION’s new 750-litre tanks.

This provides an extremely compact option for all-electric low-carbon solar water heating with a minimal rooftop or façade footprint.

See the advert on page 9 or visit www.adveco.co

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CLH News

June/July '24

Outdoor Spaces Boost Profits This Summer with a Trailblazer BBQ Transform your terrace or outdoor eating space into a profit station with the theatre of a Trailblazer BBQ/Grill.

Don't miss out on capturing over 79% of UK diners who crave alfresco dining experiences. Tap into this lucrative opportunity right outside your door with a Trailblazer BBQ/Grill and elevate your establishment above the rest!

from the competition.

Take for example our ‘all new’ 350 Compact mobile BBQ/Grill that has been specifically designed for bars and restaurants with indoor/outdoor capabilities. This compact charcoal BBQ has a grill capacity of up to 350 BPH (burgers per hour), with adjustable grill heights to give instant heat control along with a lower self-powered warming oven...

For over a decade, Trailblazer BBQ has been the pioneering driving force behind the transformation of alfresco dining areas within restaurants, bars, hotels and many other outdoor eating venues throughout the world, with our industry leading range of commercial charcoal BBQ/grills & smokers.

Calculate the potential: With a grilling capability of up to 350BPH, 24 Ribeye steaks or 10 Tomahawks charring on the grill at one time, just imagine what your hourly earning capability could be. Finance options starting from just £70 per month, the investment is as palatable as selling a mere 12 burgers a month!

Visit our website (trailblazerbbq.com) to discover our full range of products for both on-site and off-site catering that will instantly turn your outdoor space into the ultimate alfresco dining hotspot.

Contact us today to learn more and schedule a call with one of our experts to help determine which trailblazer is best tailored to your establishment's needs.

From enticing grab-and-go offerings to revolutionizing outdoor spaces, we're committed to boosting your bottom line and ensuring your premises stands out

Proudly made in the UK to the highest standard before shipped to our worldwide, growing customer base. www.trailblazerbbq.com, 028 9057 9000

Café Culture - Pavement Profit

We create appealing and comfortable outdoor seating areas for your clients supplying everything required including:-

• planters with real or faux plants • cafe banners and restaurant screens • lighting • heating • classic neon signage • parasols installed and repaired • lenticular bladed roofed shelters • tables and chairs Our hardy planters are built to order using rot proof artificial wood planks. This unique material is not only completely waterproof but is formed from UK

factory waste plastics and materials that would otherwise have gone into landfill. They will last you countless years and are a genuine recyled investment.

From our workshops in Kent we deliver UK wide and are happy to visit and survey your site to to discuss your needs and prepare a drawing and quotation outlining what could be done, all within your available budgets.

We firmly believe the better you look on the outside, the more customers will come to the inside so contact us on 01733 559437 or sales@cafeculture.biz

Outdoor Spaces

New Stock Chair Ranges from ILF www.ilfchairs.com email terry.kirk@ilfchairs.com With the continuing success of the ILF Chairs website, 2023 has seen an increase in their STOCK chairs to 11 ranges available in different Faux and Velvet upholstery and selection of frame colours, plus a 12 colour STOCK range of Egger laminated 25mm table tops in a selection of sizes and colour finishes. A full range of table bases in metal and stainless steel are also kept in STOCK. In addition, ILF now also have a comprehensive range of STOCK outdoor seating and tables to suit all budgets plus real wood table tops and real wood table bases for indoor use.

More STOCK ranges coming soon please check the website.

Their online website offers both indoor and outdoor

Gala Tent

Since 1999, the family-owned Gala Tent has supplied robust event shelters to hospitality businesses for many purposes. From pop-up gazebos covering smoking areas and patio benches to commercial quality marquees large enough to cover an entire beer garden, Gala Tent supplies them all.

POP-UP GAZEBOS With five models available to suit your budget, the Gala Shade Pro Gazebo range is renowned as the tent that stays standing when inferior products crumble in poor weather. The UV-protected, highly water-resistant PVC-coated polyester covers are available in 12 colours and can be printed to incorporate your business logos and information.

Perfect for: Patios and Smoking Shelters COMMERCIAL MARQUEES

seating and table solutions.

Divided into Contemporary seating, Boutique, Lounge Seating, Period Seating, Outdoor seating and tables plus Indoor Dining & Coffee height wood tables, creating a great selection of products to view at your leisure.

Most made to order indoor seating and indoor wooden table bases and tops can be finished to any customer specification.

Outdoor items offer a variety of colours within the same product style.

Enquiries can be sent to ILF directly from the website and they will reply within 24 hours. ILF hope you will enjoy the experience of viewing their easy to navigate website and they look forward to helping clients get the best products for their hospitality site.

Incorporating patent-protected framework components and industry-leading cover materials, the Gala Tent marquee is available in sizes from 3m x 2m up to 6m x 24 in two distinct cover materials. Each marquee comes with 3 door options at either end, plus privacy blinds in each windowed side wall.

Perfect for: Large beer gardens and outdoor eating spaces CLEARSPAN MARQUEES The Gala Tent Fusion marquee range uses industrial strength T6061 aluminium and 650gsm wipe-clean PVC covers, providing cover for anything from 120 to 500 customers and beyond. The modular design means that the Fusion can be reduced in size to suit the occasion, or extended as you choose.

Perfect for: Private functions and very large beer garden spaces All Gala Tent structures come with warranties up to 5 years, with spare parts available quickly in the case of accidental damage.

To cover your venue’s outdoor space with a seriously strong temporary structure from Gala Tent, no matter what the size, just call 01709 242454 or visit www.galatent.co.uk.

June/July '24

CLH News

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Outdoor Spaces

Keeping Your Cool

The importance of temperature controlled storage is understood by most within the hospitality and catering sectors, yet it is surprisingly often overlooked when making plans for outdoor events.

IceBox Refrigerated Trailers provides the perfect solution in such cases by means of our fleet of chiller and freezer trailers. Operating one of the largest fleets in the country, we’re in the perfect position to help you keep your cool when all around is hotting up! Our fleet ranges from midi chillers to extra large freezers with storage capacities ranging from approx 6 to approx 12 cubic metres and covering temperature ranges between -20c and + 10c. The ideal mobile temperature controlled storage solution!

POWER Our trailers are powered by either 16a single phase supply or 240v / 13a from astandard wall socket. Units may be powered by a standalone generator providing maximum locational flexibility. In addition, internally they can be set up to meet each client’s specific requirements by means of 3-Tier food safe shelving being fitted to one or both sides.

SET-UP We’re at your service! Simply tell us where the trailer is required to be situated and we’ll do the rest.

Security The trailer will be secured in-situ by means of our security devices. The entry doors are lockable and we leave you the key to ensure that you can secure your goods inside the trailer in the knowledge that they’re safe and secure.

RAPID RESPONSE™ One call to IceBox and we’ll have one of our fleet of latest model refrigerated trailers delivered and commissioned within a few hours, ensuring business continuity and safeguarding valuable stock.

For more information on how IceBox UK can help you keep your cool , call us on 0333 6000 800 or email hq@iceboxuk.com

The Somerset Grill Company – New Revenue Opportunities For The Pub And Hospitality Sector

Please mention the Caterer, Licensee & Hotelier News when replying to advertising

Join the trend for wood-fired cooking, and offer your pub, hotel or catering event customers something new – great flavours, great theatre and so easy to use. Over 30 hospitality business have bought our unique Grills in the last 12 Months, each of them driving a point of difference to attract more customers, and drive more revenue and profit.

The Somerset Grill Company has taken the principles of the Argentinian Wood-Fired Asado, and created Grills which overcome the main challenges of cooking with fire – easy temperature control, and simple fire and fuel management. And they look supercool too.

To control temperature, simply wind the Grill surface up and down using the axle wheel – so you can sear or simmer and everything in between.

Made in the UK by us, the Grills offer high output opportunities for outdoor hospitality spaces. All off grid, wood-powered only. Choose between free-standing models with stand and wheels to move around, or build in to your outdoor kitchen setup, in gunmetal steel or pre-rusted corten finish. All cooking parts are food-grade stainless steel, you can bespoke your Grill with griddles, rotisserie, prep tables and meat hooks for slow cooks too.

Easy to Light. Easy to Fuel. Easy to Use. Easy to Clean.

And from just £1,240 + VAT inc delivery for our Asado to build in, they are great value too.

To discuss how we may be able to help you create extra outdoor revenue, or be different, email martin@somersetgrill.com, phone 07881 520888 or find out more on www.somersetgrill.com

The Perfect Refrigeration Solution for Your Outdoor Catering Needs

IceBox UK provides the ideal solution to your refrigerated storage requirements when hosting outdoor catering events.

Our extensive fleet of chiller and freezer trailers will keep your food and drink at the desired temperature and avoid food spoilage.

Trailers are delivered and collected to / from the event / host location by our experienced staff who will situate the trailers in the required location and set them running at your required temperature.

• Nationwide delivery & collection service • Chiller and freezer trailers available • Powered by generator or standard wall socket • Internal racking supplied per your requirements • Short and long term rental rates available • Rapid Response™ programme for emergencies • Account facilities available subject to status

T: 0333 6000 800 | E: hq@iceboxuk.com | W: iceboxuk.com

Versatile and Innovative Labelling Solutions for Hospitality Micronics has introduced its mC-Label3 and TSP143IVSK printers, designed to print permanent and repositionable labels, food orders, delivery and takeaway labels.

The printers respond to the growing requirement for allergy and food labelling, clear delivery and takeaway customer order labels, particularly with linerless media. Low adhesive, repositionable labels can track an order through the entire preparation process from initial order to delivery, providing the potential for greater order accuracy and efficiency.

With the rise in multi-channel ordering in the hospitality industry in recent years accompanied by increasing demand for customer collection, third party delivery and legislation around accurate ingredients and allergy identification, the requirement for efficient food and beverage labelling has surged. Without a doubt, amongst the range of labelling solutions currently available, linerless labels stand out for their eco-friendly properties and operational efficiencies.

In contrast to traditional labels with a backing paper, direct thermal linerless labels are self-adhesive labels which can be applied directly to products or packaging. Such labels are supplied with varying levels of adhesion, from high adhesive permanent labels to low adhesive repositionable labels which can be applied to virtually any surface and be removed easily and reapplied without residue.

Thanks to its ability to print on a wide range of liner-free media including low adhesive re-stick labels as well as high adhesive permanent and semi-permanent labels, the Star mC-Label3 printer offers the ideal solution for printing different sized and types of labels from one easy-to-use device. This includes variable length food and allergy labels, nutrition information as well as food delivery labels and bag seals from web-based apps or local services.

In addition to a range of label printing options including fully adjustable label widths from 25mm to 80mm wide, the mC-Label3 features black mark and GAP sensors.

Capable of printing traditional liner pre-sized labels, continuous label rolls and receipt paper, the printer is ideal for businesses that use a variety of media or are planning to move from traditional labelling to linerless media in the future.

For all linerless media, a key benefit is the reduction in waste. With no backing paper to discard, linerless media offers significant paper saving properties with more labels per roll than standard label rolls. Thanks to fewer roll changes as well as the advantage of reduced shipping costs and storage space requirements given linerless labels are more compact than traditional labels, cost savings can be achieved alongside enhanced operational efficiency and sustainability.

With CloudPRNT widely used by hospitality establishments worldwide as part of an online ordering platform or ecommerce solution, Star also provides StarPrinter.Online, a fully managed service for businesses to manage the printer estate with minimal set-up time and cost as well as near zero integration. For enhanced online visibility of connectivity and print jobs over an entire printer estate, the service additionally offers device management via an online dashboard to provide an overview of all devices and activity including reliable tracking of print jobs with notification of device status changes, barcode scans, new device connections to a group, etc. Additional printers and peripherals can simply be added without the need for server upgrades, further enhancing the versatility of the service.

About Star Micronics

With over 75 years in the POS industry and a global presence, Star’s strength and success is built upon product innovation alongside established relationships with leading software partners. Its experienced technical team boasts in-depth technical and integration expertise to provide unique tailored solutions for an evolving hospitality industry. Offering the versatility required to integrate traditional, tablet and cloud-based POS systems, Star ensures successful installation of its products into major hospitality operators as well as smaller independent venues.

In terms of label size, linerless media is available in a range of widths, enabling businesses to create labels for any product type including larger labels for food deliveries to smaller, more compact beverage labels. Equally, variable length linerless labels enable the printing of shorter orders or labels with less information on minimal paper, further promoting efficiency.

As demand grows for labelling products in a variety of sectors, international POS hardware solutions provider Star

mC-Label3 additionally features Bluetooth connectivity, whilst the printers equally benefit from a Wireless LAN option with Star’s MCW10 module. Star’s CloudPRNT™ technology is included as standard on both models for printing directly from central ordering platforms and websites.

Incredibly user friendly and with paper position, paper width detection and simple drop-in loading, different media can be loaded with ease and given its jam free operation reliable printing is ensured. Star’s Cloud-based free labelling app offers a wide range of pre-designed label templates, whilst the one touch label function allows for storing and printing of up to three label designs.

As a complete point-of-sale hardware solutions provider, Star offers a wealth of options including a wide range of unique desktop POS, mobile and self-service terminal printers for printing receipts, tickets and labels from traditional systems, tablets and mobile devices as well as from web and cloud-based apps. In particular, Star’s compact and versatile cloud solutions are ideal for a variety of applications including Click & Collect food orders, home delivery and online or at table food ordering. Additionally, Star provides tablet stands, display stands, barcode scanners and cash management solutions to complete the hardware offering.

Alternatively, for businesses seeking a compact linerlessonly label and order printing solution the TSP143IVSK boasts optimal versatility and ergonomic design, printing on low tack linerless re-stick media from 40mm to 80mm.

Moreover, the TSP143IVSK benefits from the power cable, interface cables and paper guide included at purchase as well as a 4-year warranty as standard.

In line with today’s multi-channel ordering and printing expectations in hospitality, the mC-Label3 and TSP143IVSK benefit from multiple interfaces for local PC, network, tablet and Cloud connectivity. Furthermore, both printers include Ethernet LAN and USB-C connectivity as well as direct sync and charge with supported tablets, together with hub connectivity to connect a scanner or customer display.

For further information, please call +44 (0) 1494 471111 or visit: www.Star-EMEA.com

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Hospitality Technology

Address F&B Profitability Before It Takes You Under, says Guestline Profitability in food and beverage (F&B) dropped by over 30% in the last five years. In 2018, hotels’ F&B profit margin stood at an average of 32% according to STR, but fast-forward five years and it stands at 22%.

Consumer behaviour and attitudes to F&B have shifted since the pandemic, with some outlets struggling to keep pace. Revenue leaks in hospitality F&B are varied, including food waste, overstaffing, and no-shows or - even worse an increase in ‘dine and dash’. Operating with increasingly tight margins,

hotels simply cannot support loss-making business units; action needs to be taken now to address the falling profitability in F&B. F&B teams need to ditch time-consuming, inefficient paper-based procedures for automated and digital processes including: prompts to upsell products and customise orders; maintain inventory management with real-time stock updates; process bills from the POS to the PMS; and, waitlist management to handle walk-ins and no-shows to minimise lost revenue.

By using data, hotels can improve revenue, identify customer preferences and shape menus and promotions to fit guest profiles. By using intelligent forecasting to respond to market changes, F&B profitability will improve.

Working with a fully-integrated PMS, POS and procurement platform, hotels can automatically bill in-house guests; better understand restaurant performance; assess inventory to work with high-profit margin items; and streamline menus to manage the supply chain. Savings in procurement go straight to the bottom line of your F&B department.

Guestline supports its customers with integrated solutions to drive excellence in customer experience, finance, and operations, promoting sustained business growth with impactful commercial data at its core.

Contact Guestline on +44 (0) 1743 282300 and www.guestline.com to discuss how you can improve the overall financial health of your business.

WaiterMate Debuts the World’s Fastest, Most Efficient Mobile EPOS Revolutionary technology company, WaiterMate has launched the world’s fastest and most efficient EPOS system. Powerful and pocket sized, it combines traditional EPOS functions with an integrated ordering system and payment processing functionality for speedier service, a greater volume of sales and better tips.

Designed for fast-paced hospitality venues, including restaurants, bars, cafes, and nightclubs, WaiterMate allows customers to be processed at a minimum of twice the speed of traditional systems. Every single waiter or waitress can serve customers and take payments at the same time. No bottlenecks during peak periods. No frustratingly lengthy waiting times. No jostling for use of the till or card machine. Just seamless customer service, efficient ordering, and lightening quick payments from any location within

the venue.

With one client, WaiterMate helped their bartenders set a record for revenue. The venue was looking for a solution that could help its business to scale, generate more profit and make life simpler for staff. WaiterMate exceeded all expectations. With the old system, a bartender generated a maximum of £1,500 worth of sales per evening. With WaiterMate, that increased to £2,700. It’s a truly revolutionary piece of kit that is user-friendly and packed with functionality for customer-facing teams and managers

alike.

For those in charge of the bigger picture, WaiterMate doesn’t just ensure a faster rate of table turnover, and improved productivity front-of-house. It’s also been precisely engineered to make complete venue management easier.

The robust interface comes with enhanced analytics and truly useful reports, for easier staff management, easier data-based decision making, improved service quality and upgraded customer loyalty.

Multiple site management is also covered. Each venue can be reviewed independently or the whole property estate brought together to see the bigger picture. Those in charge have complete control and oversight of performance in real time or retrospectively.

To find out more, visit: https://waitermate.co.uk View the video: https://www.youtube.com/watch?v=WX_mjBK7bDc or follow on social @WaiterMate.

room controls (lighting, TV, sockets…) but also to common areas, and bearing in mind energy accounts for 3 to 6% of an average hotel running costs, eliminating energy waste can really make a difference.

Following on to the hotel staff, housekeeping is many times overlooked with teams left to wonder through the hotel looking for rooms to clean.

Monitoring “Make Up Room” and “Do Not Disturb” signals (MUR/DND) in a centralised system help increase the overall efficiency as teams can be assigned to those parts of the hotel that require more immediate attention.

Combining this information with room occupancy and access controls enhance guest privacy and provide deeper knowledge of how our hotels work, for example giving information on how much time it takes to clean each room.

Another big cost centre control systems help reduce drastically is Maintenance, as these solutions allow the use of predictive and preventive

policies. Sorting issues before they become fatal or even before they appear decreases the amount spent in replacing broken units (for example AC units) but also minimizes the risk of refunds to guest because things are not working or because there has been an AC leakage nobody noticed before.

A robust long-lasting control system combined with a Building Management System (BMS) that integrates with our hotel’s PMS is vital to get to know how our building operates to optimize all those little things that end up costing several thousand every year.

These are the type of solutions Zennio develops and delivers in over 100 countries, helping hotels all around the world become more efficient and sustainable and supporting all projects locally and remotely to make sure everything works every day.

For further information see the advert on page 38.

WaiterMate empowers every waiter or waitress to serve their customers’ food and drinks noticeably quicker and to a higher standard. With more accurate order placement, seamless table management, options to split the bill, take payment and print receipts, they have a full EPOS system in the palm of their hand. Better service means better tips and a better customer experience.

Technology To Enhance Hotels Sustainability The last few years has been one of the hardest periods, if not the hardest, for the hospitality industry worldwide. Lockdowns, staffing issues, war on the European Continent and unprecedented energy costs have all put pressure on the on the industry.

When looking at reducing operating costs in a hotel, optimization comes as a very handy word; optimize labour, optimize training, optimize energy, optimize maintenance…but we many times fail to address the way to achieve this “optimization”.

Starting with the rooms, sharing information between the hotel PMS (such as if the room is booked for that day or if the guest has already checked-in) and the HVAC control system (room occupancy for example) help reduce energy waste to a minimum as the AC will only turn On when the room is occupied and the guest is checked-in, but not if the hotel staff gets in the room before the guest has arrived to the hotel. This can be applied to all

www.guestline.com

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Kitchen Equipment and Fit-Out New Stormboost, Mains Water Booster Pump, Now In Stock at Pump Technology Ltd. Now available from Aldermaston based pump specialists Pump Technology Ltd, the new Stuart Turner Stormboost mains water booster pump boosts existing mains water pressure by up to 2.5 bar and a maximum flow rate of 12 litres per minute.

It is designed to be connected directly to the incoming cold-water mains and activates automatically when a tap is opened or a shower is switched on, boosting mains water pressure and flow throughout the property Featuring a highly reliable induction motor and a highquality brass pump head, Stormboost is supplied with two anti-vibration connection hoses and an extended 5year warranty.

Applications: Boosting mains water pressure to properties using a combiboiler.

Ideal for properties with a single bathroom.

Features:

Caterquip Ventilation

Please mention the Caterer, Licensee & Hotelier News when replying to advertising

Caterquip Ventilation Ltd is proud to be celebrating their 23rd Anniversary this year.

This Warwick based company offers nationwide coverage for all your commercial catering needs: free site surveys, quotations and designs (CAD), quality bespoke and standard fabrications, specialist knowledge of catering ventilation systems including input air, odour reduction (carbon filtration and ESP) and sound attenuation. Affiliated members of Constructionline and CHAS, Caterquip Ventilation have a strong hold in the marketplace often advising industry professionals on ventilation systems to a DW172 specification & BSEN:6173.

5-year warranty Mains water pressure boosted by up to 2.5 bar Maximum pump output flow rate of 12 litres/min Patented integral bypass Switches on/off automatically High quality, robust brass pump body and impeller Anti-vibration connection hoses included Quiet operation Anti-seize exercise function Dry run protection Pump Technology Ltd have been the leading independent pump experts for over 30 years and always work to offer the best price with almost all products available from stock for next day delivery.

More information: 0118 9821 555 www.pumptechnology.co.uk/product/stormboost-mains-boosting-pump/ They have strong relationships with all leading kitchen equipment suppliers, and they offer a kitchen design service to help you build your ideal kitchen.

Projects undertaken have included Olympic Villages, Basildon Hospital, The Mitre Hotel at Hampton Court, The Truck Stop at Anglesey, The Lodge at Old Hunstanton, Colleges, Schools, Hotels, Restaurants and Public Houses.

They ensure their systems are compliant with the current guidelines whilst maintaining an efficient and dynamic facility.

With extensive knowledge of manufacturing and installing ventilation systems, they can help you design the best kitchen within the space available.

Call: 01926 887167, visit: www.caterquipventilation.co.uk, email: info@caterquipventilation.co.uk

• Be ready for your inspections • Damaged fridge seals are unhygienic • Make your fridge more energy efficient with a good seal on your fridge • We provide custom seals for cold rooms, discontinued models, and units with no identification information • Next-day delivery service • Discounted prices on large orders

WhatsApp, phone, and email support

07936807320 sales@fridgesealsdirect.co.uk

fridgesealsdirect.co.uk

Kitchen Equipment and Fit-Out

June/July '24

CLH News

Focus On Blue Seal's New Induction Technology Blue Seal Ltd are very mindful of the future equipment requirements for efficiency and carbon footprint and sustainability, with this ever-changing food industry and the cost of gas and electric usage.

We currently produce a new range of free-standing & bench models of heavyduty induction hobs with two or four zones. Each hob has the versatility of 3.5KW or 5Kw round zone generators for focussed power or 5kw power full area zones to accept multiple pans across the cooking area. The induction technology is incredibly responsive, with hardened 6mm thick glass cooking surfaces.

Blue Seal R&D are conscious of the ever-increasing demand for induction product, and we are in the process of launching our new induction- convection ranges, and wok induction hobs.

The induction technology lends itself to a myriad of concepts, especially QSR restaurants where they need quick heat up on demand, which is also remarkably simple for the operator to use and maintain.

The feature benefits of induction far outweigh the initial out lay, which is currently still relatively high for commercial heavy-duty product. Induction for prime cooking is still relatively fresh to be accepted into the general commercial kitchen environment, however the big energy savings and high efficiency far outweighs the cost of

Stay Cool with Gasket Guy Gasket Guy are UK manufacturers of high quality refrigeration door seals. Our one-stop shop service provides all makes and brands of seals to order at competitive prices for swift dispatch. Buying from us means you’re immediately reducing your carbon footprint.

But we can offer so much more. As well as ordering online with our handy guides, we offer a measure and fit service and can provide Asset Registers for even faster ordering. Our Asset Register service codes all our clients’ appliances so they can be replaced quickly by simply quoting the codes when they order, fitting the seals themselves if they choose, therefore saving on labour costs. So we’re faster, cheaper and also greener, as you’re

changing the cookware and initial higher cost outlay for the product. This cost will no doubt reduce and become more competitive as the trend & demand for induction manufacture inevitably increases. Induction equipment also avoids the additional very costly legislation requirement involved with gas canopy extraction/make up air and interlock systems.

When you compare the efficiency of using induction over gas, the induction is at approx. 90% efficient compared to approx. 45% efficiency for gas. This is achieved by the magnetic fields heating up the entire surface of the cookware with virtually all of the energy transferred into the pan. Where gas disperses the heat, licking around the sides of the cookware more so, losing energy into the ambient air around the pan.

Using induction massively reduces heat transfer into the air flow, lowers the overall temperature in the kitchen promoting a more comfortable working environment, as well as the practicality of a simple wipe down of the glass cooking area at the end of a shift, which is very appealing to an operator. The appliances are much safer to use, reducing injury potential as well as being very simple to service & maintain.

David Chesshire - National Accounts Manager See the advert on page 2 for further information. buying UK manufactured seals from one source.

There’s a lot to lose if your seals fail. At stake are increased energy costs as the compressors have to work harder to maintain temperatures. You also risk losing your stock, your customers and your hard-won environmental hygiene stars. Order from us for fast manufacture and dispatch. You’ll save on engineer site visits too.

We keep huge stocks of profiles and can usually make seals for most makes, even for old or obsolete appliances. Many a fridge or freezer owes its continuing life to us!

Gasket Guy is proud to offer a fast, carbon friendly and competitive service to all our clients.

So call us and keep your cool!! www.gasketguyuk.com 01803 380251

Rational iVario by CEE

Boil, fry and deep-fry with just a single cooking system

Please mention the Caterer, Licensee & Hotelier News when replying to advertising

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CLH News

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Design and Refit

The Absolute Solution To Your Interior Design Needs Creating inviting spaces for your hospitality customers is a great way to not only attract people to your bar, hotel and restaurant – but keep them coming again and again.

to build environments that adapt as required, ensuring your hospitality business can continue to excel.

With that in mind, it’s become more important than ever to invest in and optimise spaces to make them inviting, exciting, and importantly, fit for purpose.

Previous commercial spaces they have transformed include Beer Hawk’s Wetherby HQ, Leeds United’s Legend’s Club at Elland Road, North Brew Co.’s Leeds City Taproom, and the Yorkshire Lounge at Leeds Bradford Airport.

Absolute Commercial Interiors are design and build specialists that transform hospitality spaces into creative, agile and empowering environments.

Working closely alongside their clients to understand their business’ own unique requirements, Absolute provide bespoke solutions, so once-neglected spaces are designed and built to work the way you need them to, while ensuring they stand out from the crowd too.

As one of the longest-established design-and-build specialists in the UK, Absolute utilises a people-first approach

Hospitality spaces are more than just a seat in a restaurant, they’re about creating an atmosphere, buzz and giving customers and guests and unforgettable experience.

Head to www.absoluteci.co.uk to find out more about Absolute and see their work for yourself. See the advert on page 7.

Need to Increase Footfall? Our Custom Made Quality Furniture Could Help!

Have you recently taken over premises, just fancy a change or need to replace your tired old fixed seating and fixtures? At Drakes, we can help you realise your dreams with our bespoke furniture design service. Every week we build new tailor-made furniture up and down the UK, working with owners to come up with design concepts for fixed seating, booths and even bars and fixtures. We can take ideas from you, or your interior designer, or we can design something ourselves, all done efficiently, with professional quality and on time within budget.

Our service provides a unique opportunity to make your establishment stand out from others and add additional comfort for your customers.

ABOUT DRAKES BAR FURNITURE

We have been providing bars, pubs, restaurants, cafes, clubs, and hotels with high-quality furniture and fixtures for decades. We employ over 15 joiners, upholsterers, polishers and designers who are capable of installing fixed seating and bespoke joinery, new bars and full refurbishments, or simply making stools for the front of the bar, or providing quality tables that last. Our dedicated team are either time-served officially trained craftsmen or externally based professionals.

FREE QUOTE AND PROFESSIONAL ADVICE Got you interested? We are available for a chat Monday – Thursday: 9.00 am > 4.00 pm and Friday: 9.00 am > 12.00 pm on 01422 839 690. If you prefer, email us at sales@askdrake.com, and of course please visit our website www.askdrake.com to see some of our range and past work. We are also available on Facebook and Instagram, just search for Drakes Bar Furniture and give us a follow!

Sustainable Refurbishment with Architectural Films So far we have transformed lifts, toilet cubicles, board room desks, solid doors, complete office interiors, panelling, kitchens, bars, Hotel rooms…the list goes on.

We are a sustainable refurbishment company that can transform any surface with our Architectural Films.

Hardwearing, scratch resistant, fire rated, these films meet all current regulations. Why rip-out when you can refurbish with our films? With over 2000+ finishes its no wonder why Architects, Designers & business owners are all choosing Architectural wrapping.

We save our clients up to 80% on some of our projects, that’s thousands of pounds. And lets not forget about the landfill we are mitigating. Why rip-out perfectly solid but tired furniture, doors, bars, reception areas?

Our films look and feel like the real thing, and the refurbishment project takes days, not weeks or months. So there’s less down time, we don’t make any mess and critically no dust. Also our process doesn’t make noise, so we can fit out areas and keep the public or customers happy, that’s always good!

Find out more at www.resurface.site or see our advert on page 17.

Design and Refit

June/July '24

CLH News

also fits the style of the space. They offer furniture for receptions, including reception desks as well as seating, tables and chairs for lounges or dining rooms and restaurants, bar stools, and furniture for use in individual hotel rooms or suites. They also offer items for staff areas, including lockers.

Rosehill Furnishings Group are proud to have a longstanding history within the furniture industry. It’s their unique history and knowledge of the market which sets them apart from the rest. They’re committed to quality, and their standards have continued to excel over the last 40 years.

The expert team at Rosehill understand the market and can tailor your order to suit your exact requirements. With over four decades experience in the industry, you can feel at ease knowing that you’re in safe hands. They take pride in the quality products they supply which are built to last, while also being great value for money.

Their products and designs are inspired by innovation using only the best quality materials and trends. Rosehill have an extensive supply chain, meaning you can use them as a one-stop shop for all areas of your Hotel or Hospitality Venue. Whatever you are looking for, they can find, with very competitive pricing.

Knowing this market, their experience means they understand the usage you will like have and the importance of having durable and comfortable seating, which

Their furniture is available in a variety of styles and is designed and manufactured with the appropriate contact testing for hospitality venues. Many of the made-to-order products have a huge selection of customisations too.

Browse their wide range of furniture for your lounge, dining room, conference space, reception, bedroom or staff area online at www.rosehill.co.uk, or call 0161 485 1717 to discuss your requirements with their helpful sales team.

CUSTOMER FEEDBACK “Excellent customer service from start to finish, delivery on time as chosen, good delivery company and good packaging. Very pleased with the chairs ordered and the condition they arrived in.”

“The service from everyone at Rosehill has been excellent. From our initial enquiry, through the process of choosing the best chairs for our use, helping to meet our particular requirements, and the delivery on schedule that went exactly to plan.”

“The chairs are being admired greatly and we look forward to using them for many years to come.”

For further information contact: 0161 485 1717, sales@rosehill.co.uk or www.rosehill.co.uk

Mayfair Furniture Mayfair Furniture will be celebrating 12 years this year of providing the UK’s fastest and affordable commercial furniture. Supplying all kinds of establishments from high end hotel chains to small local takeaways.

We keep in stock a huge variety of items ready for immediate dispatch, and can fulfil a wide range of bespoke orders. We deliver to all areas of the UK, Ireland & Europe.

We are not just a supplier; we understand that from time to time hospitality and leisure establishments like to give themselves a fresh new look. That's why not only do we supply contract furniture, but when it's time for your establishment to go through a refur-

bishment we also offer a complete clearance service.

We'll organise everything from a suitable time and date, professional clearance staff to remove contract furniture whether fitted or unfitted. Along with our sister company Caterfair who provides commercial catering equipment for your kitchens we are the ideal people to speak to when you are looking to refurbish.

01733 310115 sales@mayfairfurniture.co.uk www.mayfairfurniture.co.uk

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CLH News

June/July '24

Design and Refit

Cater For The Crowds With Brilliant Bar Stools

Whether it’s supplying seating for busy Friday nights or the special events that regularly come along such as this summer’s Euros, every pub and bar wants to make sure it can seat as many people as possible in comfort.

There is no easier and more cost-effective way to do this than with stools.

Here at Trent Furniture, we supply a huge range of stools to suit every budget and décor scheme. Nothing represents the Great British pub like traditional stools such as the Small Wooden Stool. With a small footprint, it’s perfect for providing seating during both busy and quiet periods, and can easily be moved around by staff and customers as required. For a more contemporary look in a modern bar, look no further than the Small Zeta Chrome Bar Stool with its clean lines and comfortable seat.

Tall bar stools are also a great way to maximise your bar space or place alongside poseur tables, such as the perennially popular Chrome Pyramid Poseur Table.

From the bestselling Tall Boston

Bar Stool with its comfortable back rest, to the traditional detail of the Tall Brass Rail Stool, we have a tall stool that will look right at home in your pub or bar.

As contract grade furniture made for use in the hospitality industry, all of our stools are designed at the standard height for use at bars or with our tables. Also, across our extensive range, you can opt for the simplicity of a hard wooden seat or choose an upholstery option in faux leather or in a vast choice of fabrics to blend in seamlessly with your existing colour scheme. o find out more about the great range of stools we supply, many of which are available with quick delivery times, please visit www.trentfurniture.co.uk Alternatively, you can call us on 0116 286 4911 or fill in our contact form for more information.

Restaurant Furniture Store

Restaurant Furniture Store, the leading UK supplier offering a wide selection of affordable and high-quality indoor and outdoor restaurant furniture. Whether you're searching for restaurant chairs, tables, table tops, or table bases, we have the perfect options to suit your needs. Our extensive range caters to various styles, from classic to contemporary, ensuring that you find furniture that complements your establishment's aesthetic. We understand the importance of affordability and good value, which is why our collection offers competitive prices without compromising on quality.

Please mention the Caterer, Licensee & Hotelier News when replying to advertising

With thousands of products in stock, including faux leather restaurant chairs and laminate table tops, we are well-prepared to meet your immediate requirements. We take pride in our commitment to next-day delivery, ensuring that you receive your furniture

promptly. And here's the best part: we offer FREE delivery to enhance your experience, making it even more convenient for you to furnish your space.

At Restaurant Furniture Store, customer satisfaction is our top priority. We strive to create a collaborative environment where we work together to bring your vision to life. With our reliable and durable products, we offer a warranty to ensure your peace of mind.

Whether you're furnishing cafes, hotels, bistros, bars, or restaurants, we have the furniture solutions you need. Browse our online store, take advantage of our next-day delivery, and enjoy the convenience of purchasing in-stock items or personalised made-to-order pieces.

Visit www.restaurantfurniturestore.co.uk

Property and Professional

June/July '24

CLH News

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Capitalise on the Summer Season with a Capify Loan Summer’s here, bringing a sportspacked season that’s a golden opportunity. With everything from Euro 2024 to the Summer Olympics on the schedule, big events are set to bring bigger crowds into pubs, bars, and restaurants. And that means one thing: it’s time to get ready for the rush.

Data shows that on major sports days, spending in UK pubs can jump by as much as 23%. Sports bring people together, and when they gather, they eat, drink, and enjoy the atmosphere.

BOOST YOUR STAFF AND STOCK So, how can you make the most of this? Think beyond just showing the action. Make sure you’ve got enough hands on deck. Hiring extra staff for these peak times helps keep service swift and smooth. Whether it’s extra servers, bartenders, or kitchen staff, more team members mean you can handle more orders and keep everything

running like clockwork.

Stocking up is just as crucial. You don’t want to run out of fan favourites during halftime. Load up on beers, snacks, and whatever else your crowd loves. Think about adding special menu items just for game days to make the experience extra memorable.

INVEST IN YOUR VENUE To make the most of the summer sports buzz, venues should step up their game-watching setup. Investing in some top quality screens and sound systems means everyone gets a great view. And making sure your seats are comfy and those in-demand outdoor spaces are warm and dry, will keep people around.

If you need funds to get set for the summer season, Capify is here with flexible business loans. Whether it’s for sprucing up your space or expanding your team, a little extra capital now can lead to big returns when the games begin.

Give the Capify team a call on 0330 8080 302 or visit capify.biz/caterer to see how much your business could borrow today. See the advert on page 21.

Why Use a Specialist Hospitality Consultant?

Answer: because we can help your business to succeed.

With over 30 years of industry experience in the Hospitality sector, The Bowden Group’s Managing Consultant David Hunter will work with you to address the following elements: Profitability, Operational Strategy, Staff Management, Marketing and The Future of your business.

PROFITABILITY & OPERATIONS Our experts will analyse your entire operation and also its key operating figures if they are available. We then help you to identify strategies to manage costs and overheads associated with the core Profitability of running a Hospitality business.

The largest overhead, even higher than Cost of Sales, is the Labour cost, so, with detailed analysis of your wages and being able to understand ‘’the way your business actually works’’ we can ensure that you are maximising the labour usage in your business.

Budgeting, Forecasting, Menu Management, Stock Controls, Purchasing, and controlling Variable Costs are

just a few of the other areas that David Hunter, your Restaurant Consultant, will work on with you, and improve with you.

MANAGING PEOPLE Managing people brings with it a whole set of new skills that are now needed more than ever. From ‘’Managing the Managers’’ through to Service and Kitchen staff, your team needs careful and skilful Management, Motivation, guidance and Development.

MARKETING We will help you build a workable, planned Marketing Strategy. From Digital Marketing, such as Social Media marketing, Websites, eMail Marketing and online advertising, to print design, Promotions and offline advertising, your Hospitality business should be constantly working on ‘’ all things Marketing’’.

If your business is actually struggling, or if you just feel that it could be doing some things better, give David Hunter a quick call on 07831 407984 to arrange a ‘’Free of Charge’’ initial consultation (please quote CLH Offer), when David will discuss with you what could be achieved if you ask us to work with you.

Please mention the Caterer, Licensee & Hotelier News when replying to advertising

T H E W E S T C O U N T RY S P E C I A L I S T S

D! L SO

D! L SO

BUTTERLEIGH INN, BUTTERLEIGH, DEVON

!

LD O S

D! L SO

SHIP INN, BURCOMBE, WILTSHIRE

W! NE

PALM BAR, EXMOUTH, DEVON

!

LD O S

!

LD O S

PRICE: £149,950

W! NE

OFFERS OVER £100,000

SWAN INN, BAMPTON, DEVON

!

LD O S

DUKE OF LEEDS, LEEDSTOWN, CORNWALL

BOATYARD BAKERY, EXETER, DEVON

THINKING OF SELLING YOUR HOSPITALITY OR CATERING BUSINESS? CALL US FOR A FREE APPRAISAL.

THINKING OF SELLING? CALL FOR A FREE VALUATION

D! L SO

OSTLER INN, UFFCULME, DEVON

01392 201262 www.stonesmith.co.uk

BANTHAM, DEVON

LEASEHOLD

REF: 4892

PRICE: £50,000

W! NE

LEASEHOLD

PRICE: £60,000

REF: 4907

• Stunning Hotel & Inn with Luxury Rooms Overlooking Dartmoor National Park • Steeped in History with 7 Luxury En-Suite Letting Rooms • Extensive Trade Gardens, Patio, 2 Paddocks & Private Field • Separate 3 Bedroom Owners Bungalow & Gardens • Genuine Retirement Sale of a Very Successful Business

PRICE: £1,500,000

FREEHOLD

W! NE

• Stunning Town Centre Period Property & Highly Successful Business • 8 Superior Letting Rooms with Character Cafe Trading Area & Function Room • Large Residents Lounge/Breakfast Room & Alfresco Covered Seating Area • Well Established ‘Chamaeleon’ Business with Great Potential to Grow Trade • Genuine Retirement Sale

PRICE: £575,000

W! NE

CONFIDENTIAL, SOUTH DEVON

• South Devon Harbourside Premises • Splendid South Facing Location within Busy Parade • Year Round Café, Bar, Bistro Popular with Locals & Tourists • Indoor & Outdoor Dining 80+ Covers • Further Growth Potential & Development Opportunities

W! NE LIVE & LET LIVE, LANDSCOVE, DEVON

SOLD IN THE FIRST QUARTER OF 2024.

• Spectacular Location for Licenced Store & Café • Panoramic Views Across Avon Estuary, Bigbury Bay & Burgh Island • Huge Benefit of Owners 3/4 Bed Accommodation with Parking • Trading Throughout the Year with Local & Seasonal Customer Base • Amazing Owner/Operator Lifestyle Opportunity

SOUTH ZEAL, DEVON

REF: 4940

SOUTH BRENT, DEVON

FREEHOLD

REF: 4939

W! NE

• Beautiful Pub with Land in Charming Somerset Village • Character Trading Areas Recently Refurbished to an Exceptional Standard • Pretty Trade Gardens & Outside Seating Areas • Scope to Develop Land and add Letting Rooms to Increase Income Streams • Priced ‘To Let’ on a New Free of Tie Lease

BISHOPSWOOD, SOMERSET

LEASEHOLD

REF: 4914

DARTMOUTH, DEVON

• Restaurant Premises with Guest Rooms in the Beautiful Town • Fronting a Busy Pedestrianised Street • Operating Daytimes Only with Scope to Increase Trading Hours • Guest Rooms Available All Year • 1 Bedroom Owner’s Accommodation & Bedsit Currently Let on an AST

LEASEHOLD

REF: 4918

• Historic Building, Sympathetically Converted to Create Versatile Property • Very Well-Established B&B/Hotel with Significant Net Profit • 10 Superior En-Suite Letting Bedrooms, all Individually Designed/Decorated • Breakfast Room & Conservatory, Fully Equipped Kitchen & Guest Car Park • Newly Renovated, Self-Contained & Separate Bespoke Owner’s Cottage

TOTNES, DEVON

OFFERS IN EXCESS OF £1,500,000 FREEHOLD REF: 4320

W! NE

PRICE: £55,000

NEWTON ABBOT, DEVON

• Iconic Building Housing Popular Café • Busy Central Location Amongst a Variety of Traders • Ground Floor Seating for 36, First Floor Function Room • Commercial Kitchen & Outside Seating for 6 • Operating Daytimes Only with Potential to Extend into Evenings

LEASEHOLD

REF: 4898