Hotel Scotland issue 24

HOTELSCOTLAND ISSUE 24

ISSN 2515-8287

INTERVIEW

SANJAY BLACK NARANG SHEEP HOTELS SCOTLAND’S TOP SOMMELIERS

WWW.VALENTINEFRYERS.COM

CONTENTS

4 NEWS 13 REVIEW CULTURE

15 SOMMELIERS

15

SOMMELIERS UNCORKED

WELCOME Last month we went to press just as the Scottish Tourism Alliance Conference was on. This month Jason Caddy reports on the event on page 22.

I headed to the Highlands to catch up with Sanjay Narang as The Whispering Lodge and I have to say I picked a cracking day to visit. See page 18.

This issue we also introduce a new column from Gordon White the head honcho at FatBuzz - what he doesn’t know about digital is not worth writing about! See what he has to say on page 13.

Graham Wood has been busy renovating The Chester Hotel and he has introduced a new bar in the shape of The Gallery - and it is looking great. We feature it on our design pages.

UNCORKED

18 INTERVIEW:

SANJAY NARANG BLACK SHEEP HOTELS

22 STA: A NEW VISION & MISSION

24 DESIGN:

18

THE GALLERY AT THE CHESTER HOTEL

29 WHAT’S NEW

35 CHECKOUT

SANJAY NARANG

There’s also plenty of news too.

That’s all for now.

Susan Young Editor

24 IO

THE GALLERY

HOTELSCOTLAND Published by Media World Limited t: 0141 221 6965 e: news@mediaworldltd.com w: hotelmagazinescotland.co.uk

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Editor: Susan Young Editorial: Jason Caddy Advertising: Julia Smith Commercial Manager: Justin Wingate Production:, Fiona Gauld Admin: Cheryl Cook

Upper floor Finnieston House 1 Stables Yard 1103 Argyle Street Finnieston, Glasgow G3 8ND

Subscriptions: HOTEL SCOTLAND is available by subscription at the rate of £52 per annum. The publishers, authors and printers cannot accept liability for errors or omissions. All rights reserved. No part of this publication may be reproduced in any form without the written permission of the copyright holder and publisher, application for which should be made to the publisher. Articles published in this magazine do not necessarily reflect the opinions of the publishers. © Media World Limited 2019. Printed by Stephens & George Print Group.

HOTELSCOTLAND • 3

NEWS

Strathmore sees 23% rise in profits

A Godly amount

Strathmore Hotels has revealed a pre-tax profit of £1 million for the year ended December 31 2018, an increase of 23%.

This comes less than a year after Chris Rickard bought the company having bought out his mother’s share in the company which was founded by his father 30 years ago.

Turnover rose by 3.6% from £16.6m in 2017 to £17.2m last year.

Meanwhile Scottish hospitality business G1 Group has reported a 5% increase in turnover to £132.2m for the year ended 31 March 2019.

The House of Gods boutique hotel brand created by brothers Mike and Ross Baxter is set to expand. They recently opened a 22-roomed, 4-star hotel in the Cowgate and now a loan of £1 million plus has been provided to the Edinburgh-based accommodation business, to enable the duo to grow its hotel brand to five sites between now and 2022.

OakNorth Bank – the UK bank powered by SoftBank-backed fintech unicorn OakNorth has provided the funding.

Hospitality workers penalised when it comes to car insurance Restaurateurs pay the highest average car insurance premiums in the hospitality sector, with a median premium amount of £1,461, according to new research by Quotezone. co.uk. The median insurance quote for hospitality workers is £1,182 with hotel managers paying £1,336. However hoteliers actually pay less at £1,046.

Only workers in the building and construction industry face higher average car insurance premiums in the UK, with a median figure of £1,186.

The median car insurance premium for barmen is £1,374; the average for kitchen workers was £1,205 and bar managers were quoted a median insurance premium of £1,102.

While each of the quotes the company analysed were for personal car insurance policies rather than commercial policies, a driver’s occupation can still have a significant effect on their premium.

Explaining why a driver’s occupation can effect their insurance premium even when they’re taking out a personal car insurance policy, Greg Wilson, founder of Quotezone.co.uk, said, “Insurers use a

wide range of variables when they’re calculating premiums, and your occupation is one of them.

“That’s because your occupation has the potential to say something about your risk appetite and your driving style, in much the same way as your age can do.

“In addition, insurance companies have built up a huge volume of data relating to which occupations are least likely or most likely to make an insurance claim, which can then be used to assess the risk of a new policyholder with a particular occupation making a claim.”

THE THREE CHIMNEYS CROWNED GLOBAL LEADER FOR STYLISH ACCESSIBILITY The Three Chimneys, on the Isle of Skye, has won a won award for its stylish, accessible and inclusive design at the inaugural Blue Badge Access Awards ceremony in London.

The Three Chimneys establishment at Colbost, by Dunvegan, took the top award in the Best Restaurant (upmarket) category.

Sarah Campbell, The Three Chimneys and The House Over-By, Guest Services Manager commented, “It’s so touching and appreciated that all this quiet, thorough, dedicated effort has been celebrated by The Blue Badge Access Awards with this generous recognition.

“Access can mean many things to different 4 • HOTELSCOTLAND

people. Most immediately, people think of the beautiful and thoughtfully conceived the physical design of The Three Chimneys’ accessible entrances, rooms, bathrooms and toilets. For others, it is all about how to find us in such a remote location and ensure that their special dietary requirements are catered for.

“For me and my experienced Guest Services Team, it’s really about getting our research right, ensuring that we anticipate and prepare for every access request. So come the day of arrival, we can confidently offer the warmest of Skye welcomes knowing that every guest is sharing the same quality of our Retreat, Eat and Sleep experience.”

NEWS

Cornhill Castle launch Ghillie Gin with local distillery

CHINESE OPPORTUNITY FOR SCOTTISH HOTELIERS More Chinese tourists than ever before are heading the UK’s way and the hospitality industry could be missing out.

Research from Adyen, Global Blue and Emerging Communications reveals that UK businesses could be capitalising on a £1 billion opportunity by targeting Chinese consumers in the UK. Chinese tourists budget more than £5,300 per trip, and more than 1.5 million were granted visas last year. The research shows that 43% of hospitality and retail businesses don’t consider the Chinese market an important target audience despite the fact that Visitor visas granted to Chinese nationals to enter the UK increased 18% in the year to June 2019 and Chinese student numbers have risen from 95,000 to 106,000 in the last year, and registration applications have risen 30% in Q1 2019.

On average, each Chinese student studying overseas spends more than $100,000 a year, according to UnionPay and they receive on average three visitors from home.

The rise in the number of Chinese tourists, expats and students is largely being driven by a fall in Sterling and America’s trade war with China. According to data released by TripAdvisor, searches of UK destinations and hotels by Chinese nationals is up 133% on last year, and spending by tourists is expected to rise 40% to reach £1 billion in 2019, according to VisitBritain.

Adyen, Global Blue and Emerging Communications have already put on two workshops for the industry to help hoteliers make the most of the opportunity.

Each one was designed to be a one stop briefing for hotel managers on what they need to know about marketing, payments and tax refund in order to drive sales and serve Chinese consumers in the UK. There should be more in the offing soon. Watch this space. But in the interim a free download of ‘Retail lessons from China and how to sell effectively to Chinese audiences in the UK’, can be obtained via this link adyen.com/china

The design of a new hotel in Fraserburgh is taking shape according to EK:JN Architects who have been tasked with bringing the John Trail bookshop back to life as a hotel by owners the North East Scotland Preservation Trust. The project is being funded as part of the Fraserburgh 2021 CARS project. The hotel will have 10 bedrooms and a restaurant when it opens.

Cornhill Castle, part of the Manorview Group, has formed a partnership with The Wee Farm Distillery and launched its own branded Ghillie Gin in a specially designed bottle and with a unique number.

Recently, the venue near Biggar, South Lanarkshire, refurbished its restaurant, which is now called The Ghillie – a nod to the hotel’s heritage and location beside the River Clyde, and which is why the gin was so-called.

One of the features of the new restaurant is a selection of quality whiskies and gin stored in a traditional wooden cabinet and Ghillie Gin takes pride of place.

The Wee Farm Distillery, which is based nearby in Climpy, Forth, was founded by farmer Jenny McKerr. She created Drover’s Gin. Sharon Stuart, General Manager, Cornhill Castle, said, “We’re delighted to be working with The Wee Farm Distillery and to be able to offer our customers something unique with our own branded Ghillie Gin. We’re also working on some more plans such as hosting specially themed events aimed at bringing us and our local community closer together.”

HOTELSCOTLAND • 5

NEWS

PEEBLES HYDRO TURNS WATER INTO GIN

Amaris invests in Edinburgh

Amaris Hospitality has announced it has committed over £2 million of capital investment to the transformation of the Group’s DoubleTree by Hilton hotel at Edinburgh Airport.

It is spending in excess of £19m more throughout the UK. With more than £6 million being invested in the complete refurbishment of 230 bedrooms in the DoubleTree by Hilton hotel in London’s Islington In Edinburgh, the Group has committed to the full refurbishment of the entire 150 bedrooms in the hotel as well as the development of a new Food & Beverage concept to be announced soon.

Work has commenced on site and is due to be completed in early 2020, at which point the premises will become the only full service 4-star hotel at Edinburgh Airport, adding a new dimension to the current accommodation offering in the area for customers.

Peter Stack, CEO of Amaris Hospitality, said,“Our extensive investment programme forms a key part of our ambitious growth strategy to build a unique portfolio of high-performing, best-in-brand hotels that deliver a great customer experience and high-standards, whilst at the same time also allowing us to drive superior business performance in individual hotels and across our portfolio.”

6 • HOTELSCOTLAND

Peebles Hydro has opened its new gin distillery and school, the largest residential gin school in the UK, and launched its first gin The 1881 gin. Created by distiller Emma Millar, a graduate from the Brewing & Distilling MSc course at Heriot-Watt University, together with Jamie Baxter, who is owner of Craft Distilling Services named. The name reflects the year the hotel opened.

Stephen Leckie, Chairman and CEO of Crieff Hydro Family of Hotels commented, “We’re delighted that our dream of creating a gin school and distillery at Peebles Hydro has finally been realised. We’ve gathered an extremely

talented team of experts to make the 1881 gin a reality and I am very proud of the final product.

“Whilst gin is soaring in popularity and distilleries are opening all over the country, what makes our gin unique is that it uses the same source of water from the rolling hills behind Peebles Hydro that made the hotel such a draw for people all over the UK. We’re excited to be introducing the 1881 gin as our house gin across the Crieff Hydro Family of Hotels.”

The gin school and distillery, on the site of what was the hotel’s original swimming pool, boast 26 individual copper stills and glass jars

UKHospitality backs possible home-sharing regulation Legislation could be on the cards for Airbnb owners after the Scottish Government revealed that a consultation on short-term lets has seen wide support for legislation. News that has been welcomed by UKHospitality.

More than 1,000 responses from communities, landlords and businesses raised a number of concerns about the effects of shortterm lets, including anti-social behaviour, safety fears and the impact on the housing market.

Housing Minister Kevin Stewart said, “Shortterm lets can offer people a flexible and cheaper travel option, and have contributed positively to Scotland’s tourism industry and local economies across the country.

“However, we know that in certain areas, particularly tourist hot spots, high numbers of short-term lets are causing problems and often making it harder for people to find homes to live in.

UKHospitality Executive Director for Scotland Willie Macleod said, “We have been highlighting some of the issues in the short-term let

sector: safety fears, the potential for anti-social behaviour and the lack of transparency, and it is good to see the results of the consultation support this. We welcome the commitment by the Scottish Government to review the evidence and take appropriate action.”

“Short-term letting platforms have indeed revolutionised the tourism and hospitality sectors worldwide. The sector has brought with it a number of problems, though, and legislation is needed to ensure fairness.

“Currently, enforcement of safety regulation is difficult to the point of near-impossibility.

Anti-social behaviour issues arise from the influx of tourists into residential areas. Businesses with large numbers of rooms are also able to operate on platforms without the restrictions or tax obligations of other accommodation businesses.

“We absolutely need a system of registration UK-wide and legislation to make sure there is a level playing field among businesses and customers kept safe. Legislation in Scotland is a good first step.”

NEWS

CULCREUCH CASTLE TO CLOSE

NC500 BOOSTS ECONOMY BY £22M IN 12 MONTHS The Moffat Centre for Tourism at Glasgow Caledonian University Scotland’s has conducted a North Coast 500 evaluation report which suggests that the North Coast 500 has boosted the Scottish economy by more than £22.89 million in the past year and created the equivalent of 180 jobs.

The study, commissioned by the North Highland Initiative and Highlands and Islands Enterprise, said the route, which was launched in 2015, also given tourism businesses in the vicinity (North Highlands) a good boost suggesting yearon-year growth of 16% over the four years from 2014-2018. With room occupancy also increasing from 52% in 2014, to 78% in 2018.

Similar growth was evident in average room rates, increasing from £46 (2014) to £82 (2018) as a result of the North Coast 500’s success. The quality of accommodation has also increased significantly, which suggests increased investment in hospitality and accommodation provision over the period 2014-2018.

Professor John Lennon, director of the Moffat Centre for Travel and Tourism Business Development, and the author of the report said an additional £13.46 million in sales were generated with regard to accommodation, attraction, activity and retail businesses on or near the route in 2018.”

Adding, “It is clear from all of the measures utilised that the impact of the North Coast 500 route has been highly significant for the economy and employment generated in the north Highlands.’ ’ Dan Rose-Bristow, Co-Owner at The Torridon, comments, “The Torridon is on the NC500 route and we’ve benefited from a 5% rise in occupancy all year round since

the route opened. Whilst revealing our spectacular coastline to the world, the NC500 has simultaneously brought together a local community of hotels, restaurants, distilleries, artists and tour guides. There is a sense of pride and ownership amongst all the partners who are keen for the popularity of the NC500 to evolve in a sustainable way. I’m delighted to see more people using The Torridon’s electric charging points to facilitate environmentallyfriendly exploration of the route.”

Tom Campbell, managing director at the North Coast 500, said: “This report is another important milestone for the NC500 and we are delighted to see the tangible evidence of the positive impact on the North Highland economy. This has been transformational and has created jobs, new investment and opportunities for Highland communities.”

David Whiteford, Chair of the North Highland Initiative, said, “From the very beginning, the North Highland Initiative’s aim in creating the North Coast 500 was to market the North Highland area’s wonderful tourism offerings in a way that would stimulate economic growth.

“Moving forward, we are very aware that the significant growth reflected here must be managed and not be at the expense of any community. It is a once in a generation chance to boost the area if we all work together and make the most of this opportunity.

“It is the North Highland Initiative’s ambition to continue working with the Scottish Government, Highlands and Islands Enterprise and other external agencies to support communities throughout the North Highlands, and to ensure the ongoing growth of the NC500 route is sustainable.”

One of Scotland’s oldest hotels, Culcrueuch Castle in Fintry, is closing at the start of the year. The hotel, part of Hideaway Country Holidays Ltd which was bought by LA based family the Kim’s, in 2007, is refunding all wedding bookings.

General Manager Robert Reynolds who has looked after the business in Scotland for the past 12 years, wrote to customers before putting a post on facebook. Saying, “On October 2 we were informed by the owners that they were closing Culcreuch Castle Hotel on January 3, 2020.

My staff and I are all devastated by this news. Although we will all be leaving in January 2020 we are fully committed to looking after all our guests between now and then with our usual dedication.”

GRANTS LOOK TO RETIRE WITH SALE OF NO 11 No 11 in Edinburgh’s Brunswick St is on the market for offers of £1,950,000 following the decision by owners Susan and Hamish Grant to retire.

They bought the hotel, which was a commission of renowned Scottish architect William Playfair, in 2012 and have totally refurbished it.

The Brunswick Street hotel has 10 en suite letting bedrooms, a Brasserie Restaurant (26 covers) and a private garden.

Stuart Drysdale, Director at Christie & Co’s Edinburgh Office who is handling the sale comments, “No11 is a fine example of a boutique hotel in a secluded area with quick and easy access to all of the city’s amenities and tourist attractions. The property has been very well maintained and there is no requirement for any expenditure by the new operator. The hotel would be perfect as an owneroccupier lifestyle business or alternatively would make an excellent addition to a boutique hotel portfolio.”

IF YOU HAVE ANY NEWS LET US KNOW.

EMAIL US AT: NEWS@MEDIAWORLDLTD.COM HOTELSCOTLAND • 7

NEWS

Scourie Hotel picks up Tourism Award The family-owned Scourie Hotel in Sutherland has been applauded for going the extra mile. The business which has been owned by the Campbell family since 2015, was one of the winners at this year’s Helping It Happen Awards organised by Scottish Land and Estates.

Their award was for ‘Tourism’ and the hotel was deemed the best when it came to investing in the ‘complete coastal tourism experience to benefit visitors and the environment’.

The hotel, which was established more than 170 years ago, can claim to offer a ‘complete coastal tourism experience’ due to its appeal to anglers who can enjoy some of Scotland’s finest wild brown trout fishing on the hotel’s own 46 bests over 300 lochs and lochans.

The hotel also has its own kitchen garden and a smokery. This means they use their home-grown fruit, vegetables and herbs in their restaurants and smoke their own fish which also saves food miles.

CAMERON HOUSE PARTNERS WITH SCOTTISH RUGBY Cameron House, the five-star resort on Loch Lomond, has been named an official partner of Scottish Rugby. It is to be the title partner of the Scotland Business Club.

It is a new two-year partnership.

In the deal, Cameron House will support all match day Business Club activities in the newly established Cap & Thistle space within the Scotland Suites at BT Murrayfield.

Former Scotland Captain and current Business Development Manager, Al Kellock said, “Cameron House is a renowned Scottish resort with a strong brand awareness across the world.

After a long relationship with Glasgow Warriors, I am delighted that they have deepened their relationship with Scottish Rugby by becoming the Scotland Business Club’s title sponsor.”

Andy Roger, Resort Director of Cameron House, said, “The Scottish Business Club has been a remarkably successful innovation and we feel privileged to become title sponsor, helping it grow and prosper in the years ahead and putting something back into the game that we all love.

8 • HOTELSCOTLAND

THE WHISPERING PINE LODGE OPENS

The Whispering Pine Lodge Hotel part of the Black Sheep Hotel Group founded

by Sanjay and Rachna Narang (see main interview) has just opened.

The Whispering Pine Lodge, hotel, originally a hunting lodge built in the 1800s, on the banks of Loch Lochy has 25 en-suite bedrooms all of which have been restored to a high spec with the interiors inspired by the surrounding area with accents of tartan oak floors and panelling.

The Lochside Brasserie, which overlooks Loch Lochy, is open to the public as well as residents and its bar, The Burns Bar, pays homage to Robert Burns, is fully stocked

including a wide range of local Scottish whisky to choose from.

The hotel also has a beauty salon and a souvenir and gift shop.

The entrepreneur also has Whispering Pine cabins are three-bedroom cottages with direct access to a private pebble beach.

Mr Narang said, “The opening marks our hat-trick of Highland hotels, following the opening of Rokeby Manor and Cluanie Inn earlier this year. We have brought together our considerable experience and expertise in the hospitality sector to ensure that each of these has hotels their own unique style, perfectly located to explore the Highlands.”

FIVE STARS FOR NESS WALK

VisitScotland Chief Executive, Malcolm Roughead, and Regional Leadership Director for the Highlands, Chris Taylor, presented the new 47-bedroom Inverness hotel Ness Walk, incorporating the Torrish Bar and Restaurant, with a five star Quality Assurance by grading last month. The hotel, which is owned

by Kingsmills Group, opened earlier this summer.

Hotels made more profit in quarter three, compared to last year, AN INCREASE OF 1.6% YOY according to HotStats. It is the second consecutive month that has seen an increase according to HotStats.

Average room rate took center stage in September, recording a 5.0% increase compared to the same month last year. As a result, RevPAR (Revenue per available room) achieved a 3.9% YOY gain.

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10 • HOTELSCOTLAND

NEWS

Government gives consent for new hotel at Edinburgh Marina Project developer Edinburgh Marina Holdings has just won its third planning appeal for its Marina development and the creation of the Hyatt Spa & Conference Hotel, Hyatt Regency Residences, in addition to the Victoria Apartments, which form part of its wider waterfront development.

The hotel will overlook the new marina comprising 427 full-serviced berths, which will be capable of accommodating boats of up to 40m plus in length.

The Government Reporter said, “The proposed development accords overall with the relevant provisions of the development plan and there are no material considerations which would still justify refusing to grant planning permission.

“The proposals provide more green space than is required and provide a balance between sheltered areas and those areas which would receive good levels of sunlight.”

Edinburgh Marina’s recently revised its proposals for the hotel and displayed them at a public meeting. The remodelled plans

for the hotel and serviced apartments now include a ground floor l with an enhanced main entrance with separate entrances to the hotel, banqueting suite and brasserie.

There is also to a dedicated electric vehicle taxi rank believed to be a first for Scotland.

In addition, the Hyatt Regency Spa & Conference Hotel will now also feature an indoor spa pool as part of the 15,000 sqft

(1394 sqm) state-of-the-art wellness centre, which will offer boutique fitness classes and restorative spa therapies with luxury treatment rooms for a total mind and body experience.

Charles Price, spokesman for the Edinburgh Marina Holdings, said, “We are thrilled that the Scottish Government has recognised its significance for Scotland as a world-class destination.”

UKH URGE SCOTTISH GOVERNMENT TO STOP INTRODUCING “UNNECESSARY AND UNWELCOME ADDITIONAL TAX” The Scottish Government’s recent announcement that it is planning to introduce a charge on single-use cups, has been criticised by UKHospitality.

Commenting on new plans Kate Nicholls, Chief Executive of UKHospitality, said, “This is an unnecessary and unwelcome additional tax coming on top of the introduction of the Deposit Return Scheme on single-use drinks containers. The Scottish Government should be looking to work in partnership with the hospitality and catering sectors rather than introduce punitive measures that will erode the margins of hospitality businesses even further.

“The sector has already taken and continues to take, significant steps to tackle plastic waste and UKHospitality has been working with members and the wider sector to drive this.

Last year, the Chancellor rightly said that a so-called “latte levy” would not necessarily help tackle waste but would heap further costs on businesses and, ultimately, lead to price rises for consumers.”

UKHospitality has warned that the growing burden of regulations risks the stability of hospitality businesses in Scotland.

Responding to the Scottish Parliament’s call for evidence to the Environment, Climate Change and Land Reform Committee, on a deposit return scheme, UKH has warned that, despite exemptions for hospitality businesses, employers are facing a plethora of costly, time-consuming and potentially confusing new measures.

UKHospitality Executive Director for Scotland Willie Macleod also spoke out about the deposit return scheme saying, “In its outline for a deposit return scheme, the Scottish Government has taken the pragmatic step of exempting hospitality businesses operating in a closed-loop from the deposit return scheme. This will avoid the burden of hospitality businesses dealing with the complexities of charging a deposit and handling refunds in busy service environments where drinks containers are not intended to leave the premises.

“Despite this, we are concerned about the potential for unwanted burdens to be placed on businesses. There is a relatively short lead-time for implementation of the scheme, possibly as early as April 2021. There is much to be achieved if this date is to be met, not least the final approval of the regulations and the establishment of the Scheme Administrator. Individual businesses will also need to make preparations involving changes to current waste management contracts.

“All this will need to be done while the sector is dealing with other unwanted and unnecessary regulations including a probable transient visitor levy and additional food labelling requirements, against a backdrop of economic and political uncertainty.

“Ministers at Holyrood and Westminster need to take full account of the burdens of new legislation from both governments on businesses. We need policy-makers to think about the timing of implementation of and prioritise accordingly. At the minute, it does not seem to feature in their thinking.”

HOTELSCOTLAND • 11

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FEATURE

ARE YOU MAKING THE MOST OF THE REVIEW CULTURE?

BY GORDON WHITE, MANAGING DIRECTOR, FATBUZZ

B

ack in 1957, food critic, Egon Ronay completed the first edition of the ‘Egon Ronay’s Guide to British Eateries’ which went on to become a trusted and impartial assessment of restaurants, pubs and hotels throughout the UK. Sixtytwo years on, consumers are still influenced by reviews and recommendations, but technology has dramatically changed the whole landscape.

Everyone is now a publisher, and we can all have our say about our buying and brand experiences. Consumers are happy to be influenced by people they don’t know and have never met and buying decisions are made every minute based on reviews and recommendations found on sites like TripAdvisor, Trustpilot, Feefo and Google Reviews.

Hoteliers are becoming aware of the benefits of TripAdvisor; a platform once feared by many in the hospitality trade is now rightly viewed as an essential and powerful marketing tool.

Yes, some business owners will have had bad experiences because of negative or unfair reviews, but generally, it will provide an accurate overall view of a business. However, there are things hoteliers can do to ensure it is a fair reflection of their business.

The main thing to bear in mind is that regular quality reviews are crucial to success. One business will rank higher than another in the area because of the quality, quantity and recency of the reviews it receives. So, having good reviews is one thing, but a competitor with more recent quality reviews will rank higher. The popularity ranking is influenced by what you do, but it is also affected by your competitor’s actions.

The starting point to TripAdvisor success is to optimise your listing.

Make sure you’ve claimed the listing as the business owner. Use good quality images and change the ‘hero’ image regularly, and use video if possible. Check that the business information is up to date (restaurant

and bar opening hours, facilities, contact details, etc.). Make sure you have links to your other assets like your website and current menus.

Encouraging good quality reviews is essential and the best way you can influence this is in the quality of your responses. Firstly, respond promptly, within 48 hours is generally considered good practice.

If it’s a negative review, try to take it offline to deal with it. Provide an email address or invite the author to call you to discuss their experience.

And if it works out well, encourage the reviewer to post the outcome back online.

Positive reviews are the ultimate goal, and you can use these to even better effect if you tailor your responses. If a customer talks about the excellent Spa facilities, thank them but also suggest the next time they come they should try a specific treatment. Or, if they mention the quality of the food, suggest they try a particular speciality dish the next time they visit. It’s the perfect opportunity to up-sell to them, but more importantly, it shows other viewers that you care about your guest’s experiences. Don’t just think about the author reading your response, think about the next 20 people who will read it.

You should actively seek reviews from your guests, don’t rest on the fact you’ve already got some good ones listed. Remember, recency is a significant factor. It is good practice to establish a procedure for requesting reviews. TripAdvisor provides a range of tools that make this easy; you should explore these and utilise the ones that are relevant to your business. TripAdvisor ReviewExpress is a good starting point; it will enable you to send branded emails to your guests with a tailored message inviting them to share their experience.

Those who are embracing TripAdvisor are enjoying the benefits of good star ratings, high rankings and subsequently, increased bookings. Are you doing enough to ensure you benefit from the excellent experiences you’re creating for your guests?

HOTELSCOTLAND • 13

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Meet the family

14 • HOTELSCOTLAND

FEATURE

SOMMELIERS UNCORKED Wine is very big seller in hotel restaurants around the country and real experts are few and far between. This month we take a look at five great Sommeliers who certainly know their rioja from their beaujolais.

JEAN-MARIE CONTESTIN

Head Sommelier, The Gleneagles Hotel, Auchterarder How long have you been in this role and how did you become a Sommelier?

I joined Gleneagles just over a year ago, after spending some time in London and in the English countryside, but I have been a Sommelier for 10 years now.

Being from south west France, where good food is religion, I knew from childhood that my destiny lay in Hospitality, but to begin with I didn’t know exactly what form that would take.

Attending catering school in Toulouse, I thought it would be beneficial to know about wine so I enrolled for a one-year formation to qualify as a Sommelier, and the rest, as they say, is history.

As a student, I wasn’t really a ‘school enthusiast’, but as soon as I started learning about wine I got the bug from day one – my path had been determined!

What is the role of a Sommelier in your opinion?

The role of a Sommelier comprises more than just pouring wine into a glass (although it’s the ultimate goal). For me, the role starts from the sourcing of a wine and continues beyond the guest’s departure from the restaurant. A Sommelier should be able to source wine in order to put together a wine list that would fit most, if not all palates...and wallets.

The management of a cellar is also in important part of the role. But, of course, the main task of a Sommelier is to provide guests with a good standard of service and help them finding the right wine to complete their meal. A good Sommelier will achieve this by sharing his/her knowledge, and not force it upon the guest – indeed, humility is an important attribute for this role.

A Sommelier’s role is also not limited to wine, but encompasses all beverages, from spirits and liqueur to tea and coffee.

What qualities do you need to become a Sommelier and what challenges does the role throw up?

The main quality for a Sommelier would be

curiosity. It’s a profession where the pursuit of knowledge is paramount. A Sommelier must know his/her wine, of course, but this knowledge must extended to all beverages likely to be served in a restaurant. The knowledge of the restaurant’s menu is obviously equally important, as this would dictate the philosophy of a wine list.

To build this knowledge, one has to be curious in order to learn about and taste new things.

Humility is especially important. While some guests might be connoisseurs, others might have no interest in wine, but all guests, regardless of their stance, must be treated and looked after with the same care and attention.

The main challenges of the profession are related to the service aspect of wine – such as keeping the standard of service on a busy evening, being able to serve the wines at the appropriate/desired temperature, understanding the guest’s requirements and providing the right recommendation, and reacting to a corked wine.

Other challenges are most ‘logistic’ and administrative in nature, such as the management of the cellar and wine list (the vintage changes, prices change,...).

How do you keep your knowledge up to date?

Reading professional magazines, both in print and online, is a great way to keep knowledge up to date, but I believe the key practice is to surround yourself with passionate colleagues.

By continually engaging with colleagues who share your passion, and having discussions and debates about wine, you will always end up expanding your knowledge and fuelling that passion.

What is your most frequent request from customers?

That’s a tricky one. The question I hear the most is simply: ‘What do you recommend?’.

Now, as obvious and meaningless as it may sound, this question tells you a whole lot of

things. Depending on which tone the guest is using and the guest’s body language, this could be translated as ‘I know nothing about wine and I’m not really interested – what can you get me’ or as ‘Right, I know my wine, you have a good selection, surprise me...’

What is your favourite wine or varietal?

I always struggle with that one. Naming a favourite wine isn’t really possible, as there is a different wine for every meal, every occasion, every company you would drink it with....

However, I must admit that I am a huge fan of Riesling. This is for me a fascinating grape, with such a large scope of flavours and styles. From a young and fresh, vivid Clare Valley Riesling full of lime aromas, to a luscious Eis wein from Germany with those honey, candied stone fruits and flowery notes...

What would you drink for a special occasion?

A dram of Port Ellen...if I ever get a bottle :) HOTELSCOTLAND • 15

DAMIEN TRINCKQUEL

Head Sommelier, Number One - The Balmoral, Edinburgh

How long have you been in this role and how did you become a Sommelier?

It will be nearly one year in December at Number One Restaurant at the Balmoral Hotel.

My Grandad was a great motivation for me.

He made me appreciate good food, wines and spirits. I also have family members that made discover this amazing and rewarding career. So I decided to become a Sommelier when I was 15 years old.

What is the role of a Sommelier in your opinion?

Offering new experiences to customers; making them discover new palettes and flavours they never expected to find.

A Sommelier needs to be knowledgeable in knowing different wines and all drinks . We are the link between the chef style and the likes and needs of the customers.

What qualities do you need to become a Sommelier and what challenges does the role throw up?

Customer service is essential; being a good team player; knowledge about not only wine,

spirits and cocktails but also food and we need to be flexible with customers choices.

The most challenging thing is to make customers happy as it can be the best choice for you but not for them. You have to be able to find a balance.

How do you keep your knowledge up to date?

I have amazing discussions with colleagues or people from the industry, suppliers and wine makers. There is great information on websites, podcasts, magazines and books.

It is also helpful to enter competitions as they keep you on your toes. Having wine tastings and blind tastings also give you a different approach to the product.

What is your most frequent request from customers?

A lot of customers prefer to stick to what they know and have tasted before - French, Italian, Argentina or Chilean wines.

What is your favorite wine or varietal?

I have had the chance to try so many great

wine such as Cos Estournel 1895, but the one that blew me away is a wine of meditation as I tasted it on my last trip to Madeira. I tried old vintage Blandy’s Verdehlo 1887 and it tastes like paradise.

Nebbiolo is my favorite grape as it is a very complex varietal, from tannin structure and acidity, aromatic flavours and always very gastronomic.

What would you drink for a special occasion?

I do not have any preference as all depends on the mood and the place I am. However I love a glass of fine bubbles followed by Italian wine like Piedmont or Campania region but I do not stick to those ones.

ENRICO MARCONCINI

Sommelier, Paul Kitching - 21212, Edinburgh How long have you been in this role and how did you become a Sommelier?

I’ve been at 21212 for just over six months, although it feels like I started just yesterday.

I became a Sommelier after a long exposure to the wine world, wine courses and many tastings, as well as a few years as a restaurant manager.

The opportunity to take on such role and what it entails was the kind of change I had been looking for a while.

What is the role of a Sommelier in your opinion?

I think a Sommelier should enrich a dining experience by sharing their passion for the wine with the guests.You need to understand who you are talking to and what your guests want and tailor your message accordingly. Having said that, I find it essential to stay genuine and truthful in order to be appreciated and add value to the guest’s experience.

What qualities do you need to become a Sommelier and what challenges does the role throw up?

It is important to be a good communicator with great enthusiasm and passion for wine, gastronomy and hospitality in general. Keeping this enthusiasm constant, no matter what the 16 • HOTELSCOTLAND

circumstances, can definitely be a challenge.

However, the passion for the wine should always ignite your enthusiasm and keep you going.

How do you keep your knowledge up to date?

I am still studying for my wine diploma course, so this definitely provides a great foundation of knowledge. The wine scene in Edinburgh is also very vibrant and I am lucky to work with a good network of suppliers that bring producers and organise tastings, pretty much every week. I find that meeting the people that make a wine is the best way to fully understand their work, passion and also their struggles.

What is your most frequent request from customers?

People often ask whether a wine is dry, especially about red wines. Sweet red wines are quite unusual and definitely not featured as much in our wine list. On these occasions I try to understand if the customer is referring to the ripeness of the fruit or the richness in body, rather than the actual sugar content.

What is your favourite wine or varietal?

I don’t think I have one! I like changing and trying different wines based on the food, occasion and

time of year. I generally like to explore less known regions and varieties. I prefer fresher wines that show some sense of place, as opposed to concentrated and heavy ones. My preferences change with the seasons. I look for fish and whites during spring and summer and gradually move to game meat and reds in autumn and winter. I also like orange wines and more ‘experimental’ ones which have been particularly popular with our guests.

What would you drink for a special occasion?

If it’s a special occasion then there has to be more than one type of wine on offer! I would say some vintage bubbles to start, a cool climate white to continue such as a Chenin Blanc or Riesling and a Nebbiolo based wine to conclude.

Not particularly avantgarde, but I can explore other regions and grapes any other day!

XXXXXXXX FEATURE

ALAN BRADY

Sommelier, Fonab Castle Hotel, Pitlochry How long have you been in this role and how did you become a Sommelier?

I have been in my current role at Fonab Castle since the end of August 2019 having joined from One Devonshire Gardens. I was at ODG for over 5 and a half years as Head Sommelier and the previous two years at the Old Course Hotel in the same role.

While working in restaurants when I was starting out I thought that the wine side of the business and service was fascinating. How can a drink make a meal more enjoyable? And how can the same grape be so different depending on where it is from. I was lucky that I worked with a great Manager who looked after the wines and she encouraged me and the team to taste and learn all the time. I did my WSET Courses up to Level 3 and decided I wanted to specialise in wine as a Sommelier.

What is the role of a Sommelier in your opinion?

The role, for me, is to assist the guest in finding something to drink with their meal, whether that is finding them their old or new favourite from the list or introducing them to something totally new and different. These days it is also about understanding and recommending other drinks, not just wine so whisky, gin, beer etc. It is

about training and coaching the restaurant team too. When other people working on the floor have knowledge it is great for the guest and the business. It helps built retention and keeps people interested in working in hospitality.

What qualities do you need to become a Sommelier and what challenges does the role throw up?

You need to really enjoy food and drink so you can talk about it in a way and get others to buy into what you are telling them. A great Sommelier must be able to make the guest feel at ease so as to enjoy themselves. That comes from knowing the product well and being able to talk about it in a way that is understood and appreciated.You need to really enjoy the interaction with both guests and the team.

Having a good memory is essential.There are so many details that go into making wine and making wines great. The challenge is retaining that information and using it to suit the guests needs.

by our suppliers and I use social media to see what other ideas/wines are about.

What is your most frequent request from customers?

The most frequent request is simply to suggest a wine that will suit their meal well and is within their budget.

What is your favourite wine or varietal?

I guess, like many Sommeliers, I change my mind on this frequently depending on my mood, what we’re eating etc. But, I think I’d generally go for Riesling as a white and Syrah as a red. Both grapes can do very different things depending on what the maker wants to do and that’s what I find interesting.

How do you keep your knowledge up to date?

I read publications like Decanter and Noble Rot. These can give some new ideas for the list and, especially Decanter, has detailed tastings and notes to check on. I attend tasting regularly held

What would you drink for a special occasion?

I would have a Riesling from Alsace as a white and follow with a Syrah from Rhone Valley. And as it’s a special occasion I will go for some Cote Rotie please!

and to come across as approachable and professional while being humble.

What is your most frequent request from customers?

Frequent requests are more and more orientated around wine tastings and wine-themed events, which I am extremely happy about. We had requests for wine tastings based on champagne alternatives also launched our Wine and Bites, Thursday sessions and hosting wine dinners on a bimonthly basis.

SANDOR MOLNAR

Sommelier, Hotel du Vin, Edinburgh How long have you been in this role and how did you become a Sommelier?

I have been in the industry for over 25 years, actively working as a Sommelier for eight years. I was introduced to the world of wines while I was working on cruise liners.

What is the role of a Sommelier in your opinion?

The role of a Sommelier heavily relies on being able to share knowledge with not just with customers but with anyone showing interest, regardless to their prior knowledge or understanding of wines. To suggest and recommend wines suited to budget or occasion

What qualities do you need to become a Sommelier and what challenges does the role throw up?

To become a Sommelier you need determination, a willingness to learn, and to keep up with the trends of the wine business. The challenge is to find the right balance of working and studying.

How do you keep your knowledge up to date?

The wine industry constantly evolves, with new producers, regions and countries on the rise. Hotel du Vin works with a large number of suppliers who can always introduce me to something new and exciting also attending at various wine tastings or invitations to winemakers and international wine fairs prove to be extremely useful. But, crucially, the desire to gain further qualifications and study with different organisations such as WSET or CMS.

What is your favourite wine or varietal?

Being a Sommelier, I need to be open to everything without being subjective or judgemental. But I do have a soft spot for Californian wines (Barnett Vinyards, Cain and Stag’s Leap to name a few) If it’s a grape variety, it is Riesling for me.

What would you drink for a special occasion?

For a special occasion possibly a vintage port or vintage Champagne.

HOTELSCOTLAND • 17

INTERVIEW

SWAPPING THE HIMALAYAS FOR THE HIGHLANDS SUSAN YOUNG in conversation with Sanjay Narang of Black Sheep Hotels

V

ictor Kiam was the man who said he liked Remington razors so much that he bought the company. His story reminds me of siblings Sanjay and Rachna Narang who thought that hotels in Scotland left so much to be desired, that they bought three! Indeed there has been plenty of newspaper coverage in the last 12 months about the duo, who created a hotel group called Black Sheep Hotels.

Their three hotels - The Cluanie Inn, Rokeby Manor, and The Whispering Pine Lodge - are all now open and are all in the Highlands, with each one completely unrecognisable from a year ago.

It has certainly been a whirlwind. Sitting with Sanjay in the restaurant of their newly opened Whispering Pine Lodge overlooking Loch Lochy with a stunning view of the mountains and the loch, he doesn’t look in anyway frazzled.

There is instead an air of quiet contentment about him, which doesn’t surprise me given the stunning hotel and location.

But then again Sanjay is used to stunning backdrops – his last home was situated in Landour in the Himalayas where he went to a missionary school.

He takes me back to the start, “I was sent away to the Woodstock School, a residential school in the Himalayas, when I was only six. It was a stunning area and it is where, I believe, I got my love of nature and mountains. I left there when I was 16 and went to London to attend the American School.”

It was a privileged start to life, but then both Sanjay and Rachna were born into a wealthy family in India. His father and two brothers had a very successful hospitality business which included airline catering and hotels. Explains Sanjay, “They used to have joint family businesses in India and everyone lived together in one big house, but it’s not so prevalent today.”

18 • HOTELSCOTLAND

He rather underplays this because the house they lived in was a 40,000sqft mansion... and his father was a very well-known figure who was said to be ‘larger than life’.

It was at the age of 17 that Sanjay and Rachna’s life changed forever. He tells me, “My mum always instilled into us how important it was not to be reliant on my father’s family business and it was her dream that I went to Cornell University in the U.S. So the year before I was due to graduate from school, she decided to go and see Cornell for herself and persuaded a family friend to drive her from New York to Ithaca where Cornell is.

“She loved it, and as it was in the days before mobile phones, she sent me a postcard which said, “My darling I will be the proudest mum one day when you graduate from here.” On her way back to New York there was an accident and she died. We were distraught and devastated.

My father had been all about the business, as is typical in an Indian family, and my mum was everything to us.

“It became a key motivating factor in our lives to make my mum proud. It has been an absolute focus of how we live our lives.”

Sanjay the following year made it into Cornell, and after graduating he headed back to Mumbai and the family business which, although included hotels, also had an airline catering division which he joined. Says he, “It fascinated me because it was a growing business. We catered for a lot of international airlines including Swiss Air and Lufthansa. I enjoyed it very much.”

But after four years there was a family shakeup that saw his father thrown out of the family business by his two younger brothers, and as a result, Sanjay and Rachna were excluded too. He says, “We were left with nothing at all.”

The two of them joined the Taj Group of hotels – one of the largest chains in India.

“When you set a business up from scratch it is good to have a team of people who understand you.

Every business has its own culture.

So we brought over key people from MARS.”

Sanjay was involved with their airline catering business and Rachna worked in their cake shop division. After just over five years, the two, having transformed their respective divisions, were once again at the mercy of management changes within the company. They decided to create their own hospitality business instead.

Sanjay comments, “India was growing as a country and by the late 1990s it was really opening up to the world. We created MARS, backed by a private equity company. It was named after my family - Manu was dad’s name, Ashok, my late brother (from dad’s first wife), Rachna my sister and the ‘S’ represented Saroj, my mother’s name. I happened to love Mars chocolate bars too.”

Mars Hospitality took off. Says Sanjay, “The company grew very quickly. We had airline catering, boutique hotels, and restaurants. Our

private equity partners who funded the growth.

By 2005 the company had 37 restaurants, 52 cake shops, 5 hotels, 5 air catering units and luxury club Waterstones and 10,000 employees.

But for Sanjay, he had enough. Says he, “I had one of those moments when I thought, we can go on expanding after all it was a growing market, and it is easy to grow in an economy, which is blooming. But I thought to myself there will be no end to this. I will keep on working, working, working and die wealthy but have had no life. So, my sister and I decided to sell a proportion of the business - the airline catering, cake shops and restaurants.”

The sale netted more than $100 million for the two and the investors, and he moved back to his childhood home, Landour. Says Sanjay, “Rachna moved to London and I moved back to the Himalayas and built a home and

ROKEBY MANOR

HOTELSCOTLAND • 19

THE VIEW FROM THE LOCHSIDE BRASSERIE

started working with my old school, and other community projects. Then I ended up setting up a small hotel – Rokeby Manor. It was very quaint . Everyone said at the time it wouldn’t work because it was too remote, but it did really well and still does and Rokeby Manor in the Himalayas is well known for its amazing views.”

Roll on 10 years and after building a house of his own in Landour, he saw it demolished. It’s a long story, but the upside is that it has brought him to new mountains in the Highlands rather than the Himalayas.

He smiles wryly. “I believe everything happens for a reason.”

The two, who are both single, have always had a soft spot for the UK. Rachna went to school in London and Sanjay did latterly, and they have a flat there. But they had also visited Scotland. Says he, “We were looking for a home and as we love mountains we came to Scotland and said let’s look around and find a place to make a home.

“I’ve also always harboured an idea of creating a small village. We started looking for land and we couldn’t find anything that suited. There were lots of castles for sale with 500 acres plus, but they were all listed buildings.”

Finally, a chance meeting by a friend of Sanjay’s in a London hotel bar put them in touch with Highlands and Islands Enterprise (HIE) and consultant, Alan Farningham. The brief to HIE was to help find a place with mountains and a loch and snow in winter, which was in the middle 20 • HOTELSCOTLAND

of nowhere where Sanjay and his sister could build a home and a village and create hotels in a stunning location.

He takes the story on, “Alan climbs Munros and cycles the length and breadth of Scotland and he said to me, ‘I understand what you want and I will show you areas that may match’. He did just that. We drove around for three days in the Highlands. We were staying in hotels and I realised things were not that amazing. People get upset when I say that but the food and service were not very good. Maybe it was my bad luck and I went to wrong places.”

However, one place that was just right was Loch Garry. “I absolutely fell in love with Loch Garry. It was just beautiful, stunning. I couldn’t have imagined it,” he says.

They had discussions with the forestry commission about buying some land and while they were waiting for a response they returned to London. However, the pull of Loch Garry was so great Rachna and Sanjay rented an Airbnb in the area and headed back. It was a good decision.

Sanjay smiles, “The house we rented had a great view out onto Loch Garry, it was even better than the one I had seen before. We spoke to the owner of the house and we bought it, and then we bought the house next door, too, which had been up for sale. The houses came with 250 acres and I thought we can do the village another time.”

He continues, “We would come and stay at

Loch Garry and we ate out at places locally. We used to come to this hotel to have dinner – the location was great. So I spoke to the owner and asked him if he was interested in selling.

He quoted a price, and we agreed it. I did the same thing at the Cluanie Inn and Craigard (now Rokeby Manor) – all of which were close to where we lived. They were nice hotel properties in great locations and I thought there was huge potential to develop the market close by to us.

The added benefit was that we would have nice places to eat in. “ He adds, “I think the person selling was thinking what an idiot this guy from India is, he is paying me too much, and I was thinking what an idiot he is selling it so cheaply. I was thinking of the potential – he was thinking of the past.”

Mind you, although he had eaten in the hotels, he didn’t quite realise how much work they needed to bring them up to standard and how much equipment was required. He says, “We were quite shocked. So we decided to completely renovate each one. Of course, the amount of time and investment was far great than we anticipated because the buildings were in such bad shape we had to rip everything out.”

Looking around at the Whispering Pine Lodge the quality is apparent in every nook and cranny.

Says Sanjay, “Nothing is old except the external walls of the building but we try to make it look as old and authentic as possible. My sister is a passionate lover of art history. She loves to study

INSIDE THE LOCHSIDE BRASSERIE

the history of any place, and the character. She captures as much of that into the design of our hotels as she can. She is responsible for all the design. She goes to lots of these antique shops selecting and collecting. Rachna loves it. If you talk to her about a plate she can give you all the history.

“We are certainly doing this more out of passion than any great business opportunity. But I genuinely believe that if you create something good in a place as beautiful as this you will attract a different type of person who is willing to pay more. We have covered everything from nice mattresses to towels. In fact, we have had our own laundry built. Every aspect has been considered even the water pressure.

“When I first stayed in a hotel in Scotland it was 7 degrees minus and there was no hot water in my room. When I called reception they told me it had been off since the week before and they didn’t even apologise.

“My hotels offer the very opposite. We have installed everything in duplicate – two boilers, two ovens – so if one fails we are covered. The investment is more but the result is better.”

“I brought my project director and his team of architects over from India to help with the building work. Their input, and that of Pride, has allowed us to completely refurbish all three hotels in 10 months, not an easy task.”

But the real challenge has been getting good staff. “People said to me it was impossible,” he

says. “We had to employ 75-80. So we have spent £2.2 m on staff accommodation at the hotels to ensure our staff have a good quality of life. The accommodation is so good some of the staff thought they were hotel rooms. Before that the staff here were living in caravans with no heating and no hot water. They had to go into the hotel to shower. For lunch, they got a jacket potato or toastie every day. As a result it was mainly Europeans who worked the season – up to 17 hours a day, to make as much money as they could.

“We now provide free accommodation and pay the utility bills and we provide three meals a day. That means that staff can save 100% of their salary when they work for us. That offering will hopefully attract good people.

“We also have a strong training ethic. The training team invests weeks and weeks training staff before we open. But when you are employing 75-80 people you will always find that some people love it here, and others don’t.

Some love it for a few weeks then realise it is not for them. But that’s life. My hope is that we will be able to build a long-term team here.

“We have certainly invested for the long-term.

Hopefully, the staff will be happy and tell their friends and they may join us too. We certainly need staff that are trainable and that have a passion for the industry.”

Food is a big part of what Black Sheep is all about (a name thought up by Rachna). The chef they have in place has come from The Connaught in London and he has ensured that the three hotels have a different food focus as well as a variety of international food. But what they all have in common is a ‘state-of-the-art kitchen’. Says Sanjay, “If you give them the best tools you have a right to expect back the best food.”

Sanjay is keen to show me the menu which at the Whispering Pine Lodge has a seafood bias, although there are plenty of other dishes too. He tells me, “The locals enjoy what we offer just as much as our guests. At Rokeby Manor we offer Indian dishes and the restaurant almost operates independently because it is so popular. While The Cluanie Inn has a focus on grilled food. It attracts diners coming from Skye too because

we open late and we will be open through the winter. We do try to engage with our local customers and will be offering a ‘Golden Fleece card’ for people who live in our postcode. It will offer a 20% discount and hopefully, this will give them a further incentive to come.”

Sanjay brought a team to help get the business established in Scotland. He tells me, “When you set a business up from scratch it is good to have a team of people who understand you. Every business has its own culture. So we brought over key people from MARS – such as marketeers, chefs, etc so that we could set up in the correct manner. Most of my team have been with me 25 years, we started together – and much of our success is down to them. I believe in looking after my staff and in India we have 1,500 staff. For instance, if one of our electricians died I would still pay his salary to his wife and children until they have all finished their education. In turn, my staff are loyal and very capable.

Luckily this means I don’t have to go into the office too often. Everything runs very smoothly.

Here it is the same story. I only really come here to eat. It is a good position to be in. Athough of course I do have to, on occasion, attend to business matters.”

One business matter which is close to his heart is the creation of Glengarry Village. He has a vision which includes creating a 17th-century village, complete with village green, where there are houses, as well as 5-star, 3-star, and B&B accommodation, 7-8 shops – all inhabited by local artisans, a local florist, bakery and so on. The shops will supply the hotel which will make them economically viable. Not dissimilar to what he has done in Landour. As well as the hotel, there is a Spa Shed, a café called the Landour Bakehouse, and an ale house and Swiss styled eatery called the Stray Dog. They afford Landour a fairy tale charm and now he has his own Scottish fairy tale to build.

Right at the start of the interview, he told me about his mum and how he and his sister have worked endlessly to make her proud. I think they managed that a long time ago, but I am sure that if she were to see them in their Highland home she would be very happy. And certainly listening to Sanjay I think they are too.

HOTELSCOTLAND • 21

NEWS FEATURE

STA: THE NEW VISION & MISSION

BY JASON CADDY

22 • HOTELSCOTLAND

countries in the world, and rather than see Brexit and the climate emergency as challenges, we should see them as opportunities.

The climate emergency, for example, represents a $4.5 trillion business opportunity.

That’s a figure quoted by a subsequent speaker , Alison McRae, senior director at Glasgow Chamber of Commerce, as part of her presentation, ‘Future-proofing our Place.’

She spoke compellingly and passionately about the biggest factor in stopping the global temperature rising by 1.5 degrees is the embracing of a circular economy.

This hinges on how much value we can create rather than what we can extract,

© SIMON WILLIAMS

I

left last month’s Scottish Tourism Alliance (STA) Conference in Edinburgh’s EICC energised by chief executive Marc Crothall’s big reveal about the future vision for Scotland to be the world leader in 21st century tourism.

He called it “the dawning of a new era.”

Yet he lacked the power of a compelling evangelist when he attempted to rouse us delegates, despite asking us to repeat the vision back to him a few times mantra-like. The response from the crowd seemed tepid at best, which could be down to reserve, poor memory, or downright hardened cynicism/fatigue.

But then this has been no easy task for the STA. The unveiling of this new vision marks a revision and a “step-change” from TS2020 (Tourism Scotland 2020) which was launched in June 2012, with an ambition to grow visitor spend in Scotland to £1bn by 2020. Both Marc Crothall and Stephen Leckie, Chair of the STA and the Tourism Leadership Group, spoke about how this target has effectively been derailed by a set of intervening circumstances that nobody could have predicted back in 2012 – namely Brexit and the climate emergency.

It was explained at the conference that focus group feedback and stakeholder input resulted in them going back to the drawing board several times in search of a future vision that took the temperature of the current climate more accurately, yet that was ‘bold’ and in no way ‘vanilla.’

The complete vision is that Scotland can be the world leader in 21st century tourism. The new mission statement is ‘Together we will grow the value and positively enhance the benefits of tourism across Scotland by delivering the very best for our visitors, our businesses, our people, our communities and our environment’.

As soon as the vision was announced the lights in the arena came up and each of us, under the stewardship of pre-designated facilitator at each table, was asked for their thoughts on what had been delivered. Most of the comments were favourable, yet we hadn’t really been given all that long to digest what we had heard.

The general consensus on my table went a little something like this: Why shouldn’t Scotland be bowing its trumpet more than it does?

Aiming higher? After all, who among us didn’t know that this was one of the most beautiful

mirroring nature, by thinking about the lifespan of products and services. She said that by 2050, 70 per cent of the world’s population would live in cities which only adds a further sense of urgency to the waste dilemma.

She cited a restaurant called Pisticci in New York as “the first truly carbon neutral restaurant”. Alison also spoke of a eco-friendly ‘plastic’ derived from crushed langoustine shells, one of a number of exciting business start-ups of a similar ilk. Then we were show slides of hotels with rooftop greenhouses growing food, carpets made from yarn from old fishing nets, and the world’s first 3D-printed community in Latin America.

Another speaker to take the podium was economist Philip Bartlet, who hit us with a lot

of facts and figures that pointed to the fact that the global economy was in an “extended period of slow growth”. But he was quick to add that it’s not all doom and gloom because “the truth is economists have a terrible record for predicting recessions.” That said, there is a 1 in 3 chance of a 2020 global recession, according to this man-in-the-know.

He touched on Brexit, leaving us with this final thought to chew over: Brexit is depressing business development and that this has fallen for five successive quarters in the UK. His advice? That you shouldn’t be putting business project s on hold indefinitely and that we should all be looking beyond Brexit at the opportunities.

He also spoke of a recent pick-up in earnings growth in Scotland’s tourist industry which bodes well for growth in the leisure market.

But the biggest change by far is Scotland’s changing demographic. All Scottish population growth is centred around the 60 plus age group, with the prime working age declining, and this is driving other trends, all of which is contributing to the increase in spending power of older people. They are spending 25% more than they did a decade ago. And in the 65 to 75 age bracket, spending on leisure and tourism has rocketed by 50%. He described this as “Stellar growth.”

Brexit is a saga that will drag on for years and years, added to which Phillip said that Sterling is “increasingly vulnerable” and that EU migration is falling, resulting in worker shortages. He also said that there are now more people leaving from Eastern Europe than arriving, leaving us with the question that the workers must come from somewhere.

Richard Scothorne, Director of Rocket Science, also touched on this as part of a panel on ‘Success Through Our People’. He said that Scotland would have 50,000 fewer younger people in the next ten years, so he suggested that older people returning to work might be a solution, together with younger parents, the unemployed and disabled, refugees - plus better relationships between employers and trainers. And on that note, better training was an essential part of this. He also revealed that it costs between £5 – 7K to replace someone that leaves a business. This statistic emphasises how critical is it to maintain good working relationships with your staff.

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HOTELSCOTLAND • 23

DESIGN FOCUS

24 • HOTELSCOTLAND

THE GALLERY

THE CHESTER HOTEL, 55-63 QUEEN’S ROAD, ABERDEEN

BY SUSAN YOUNG

T

he Chester Hotel has taken the wraps off The Gallery – a new bar which is double the size of its previous one. It’s the latest phase in a seven-figure redevelopment of the luxury Aberdeen hotel owned by Graham Wood.

The new bar spans an impressive 115sqm, with two distinct bar areas and a garden room. The bar also now houses one of the country’s largest private collections by the Scottish artist, John Byrne and that is why it has been so named.

The Chester Hotel owner Graham Wood explains, “We wanted to give the bar its own distinct identity and with 11 John Byrne paintings on display – in addition to the many others throughout the hotel – we felt The Gallery was a fitting name for the new venue.” He adds, “We worked in partnership with Ambiance Interior Design and our designs for the bar stemmed initially from the original architecture in the building. We wanted to give a nod to the period of the building and emphasise the original features.”

He continues, “The front bar is a space that links the HOTELSCOTLAND • 25

DESIGN FOCUS

existing hotel bar to the new main bar and we didn’t want it to feel like a corridor but a room in its own right. We have also reinstated the fireplace as a focal point and added moulding to recreate the panelling that might have been in the room originally. It’s a north-facing room and we decided to paint it a shade of black to make it ‘cosy’.”

The Gallery has three distinct zones – the existing bar with its booths and open floor space, a secluded area reminiscent of a traditional cocktail bar, and a glass-covered garden room which has been created in a modern-day palm court style.

Graham concluded, “It is very pleasing to see another phase of this redevelopment completed. We are committed 26 • HOTELSCOTLAND

to retaining the character of the neighbouring building, and I am pleased to say that the whole project has been completed with minimal intervention and in a way which is entirely sympathetic to the original features and design.

“The Chester Hotel has a reputation for offering the highest standards of guest experience and we firmly believe The Gallery – in addition to the new bedrooms opening next month – will deliver a new level of contemporary luxury for Aberdeen.”

Work to increase the capacity of the ballroom to provide one of the biggest hotel event spaces in the city was completed in May, and 21 additional bedrooms and suites will be opened within weeks.

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HOTELSCOTLAND • 27

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WHAT’S NEW

RED DOOR GIN LIMITED EDITION WINTER BOTTLING NOW RELEASED Red Door Highland Gin has released a small batch limited edition bottling – the first release in a range of limited seasonal flavours – handcrafted at Benromach Distillery in Forres.

Only 6,000 bottles of Red Door Highland Gin with Winter Botanicals (45% ABV/70cl) have been released. Red Door Highland Gin with Winter Botanicals combines warming allspice, aromatic sea buckthorn and zesty blood orange with the fruity-freshness of sultanas and hop blossom.

The botanicals have been carefully selected

and harmonised to create flavours and aromas of winter, from warm citrus notes to the richness of Christmas cake.

This limited release gin is perfect with a slice of orange and premium tonic water or used to create a Winter Punch with the addition of ginger syrup, red vermouth, an orange wedge and lemonade.

Red Door Gin with Winter Botanicals (RRP £29.99) is available to order directly from the Red Door Distillery in Forres by calling 01309 675 968. For further information visit www.reddoorgin.com.

Edinburgh Gin showcase Bramble & Honey Gin Bramble & Honey joins Edinburgh Gin’s contemporary full strength flavour gin portfolio which includes Rhubarb & Ginger Gin and Lemon & Jasmine Gin. Neil Boyd, UK Managing Director of Ian Macleod Distillers, said, “This year, Edinburgh Gin continues to establish itself as a leader in the flavoured gin category by developing a premium and considered range of new products.

Our Classic gin sits at the heart of our diverse flavoured gin range. It’s juniperforward profile is the perfect base for a natural combination of Bramble & Honey, allowing us to create a truly indulgent full-strength flavoured gin.”

Flavoured gin sales have further accelerated the growth of the UK gin market. In the past 12 months, Brits have bought almost 60million bottles of gin across both on-trade and off-trade, with the juniper-based spirit now accounting for 68% of the value growth in the spirits sector.*

‘Father of Single Malt’ honoured with Centenary Release Whisky creator Gordon & MacPhail has released a single malt to honour George Urquhart, member of the second generation of the company’s owning family, in what would have been his centenary year.

Renowned whisky writer Charles MacLean remarked, “It is no exaggeration to say that George Urquhart was the father, the originator, of the current success and appreciation of Scotch malt whiskies.”

The Mr George Centenary Edition 1956 from Glen Grant Distillery has been selected for bottling by George Urquhart’s grandson, Stuart, Operations Director at Gordon & MacPhail.

His grandson Stephen Rankin, Gordon & MacPhail’s Director of Prestige comments, “My grandfather’s drive, commitment and foresight helped to ensure that single malt Scotch whisky grew in popularity. His introduction of the Connoisseurs Choice range in 1968 was a landmark moment for the sector, launched as several new export markets opened and growth in demand for single malts came from countries including Italy.

Only 235 bottles of Gordon & MacPhail Mr George Centenary Edition 1956 from Glen Grant Distillery will be available for purchase from selected specialist whisky retailers internationally for £5000* [UK RRP].

EQUIANO RUM MAKES ITS DEBUT Equiano Rum is a blend of premium rum from Africa and the Caribbean which is 100% natural. The new rum has no additives. Instead it is a blend of tropically-aged molasses rums from the multiaward-winning Bajan producer, Foursquare, with the high-quality new-world liquid distilled in Mauritius at Gray’s Distillery.

Making Equiano the first rum made from two distilleries, on two different continents, a combination which creates an exquisite, modern and matured rum.

It is also already award-winning - Equiano has won three prestigious awards, gold at the International Wine & Spirit Awards, gold again at Spirits Selection and silver (over 90 points) at International Spirits Challenge, making the liquid one of the best 5-10 year aged rums in the world today.

A percentage of profits from every bottle sold will go to a chosen equality-focused charity each year. For more information visit www.equianorum.com.

HOTELSCOTLAND • 29

A new hotel on the horizon?

Why communication is critical Allied Irish Bank (GB)’s specialist hospitality and leisure team has invested £55million in Scotland’s tourism sector over the past 12 months. Craig Gebbie explains why speaking with AIB (GB) at an early stage of a new hotel development will benefit owners and operators.

“We provide finance for a wide range of accommodation from budget to boutique and luxury hotels, lodge developments and specialist wedding venues around Scotland.

“We like to talk to customers as soon as possible about new ventures, so that they can ensure they are in the best position to gain investment. When a project reaches detailed design stage and achieves planning, discussions will gain momentum.

“Open lines of communication are critical. We can share our experience with customers and help connect them with experts who can assist the project’s progress.

“Early conversations with our team will put your development proposal in the best position for finance and we can help you plan and manage challenges along the way. Delays, setbacks and cost changes are not uncommon and we can assist with contingency plans.”

“It’s important for owners and operators to be realistic about their offering, its place in the market and what its future business drivers will be. Our specialist team has access to data across the country that can help owners and operators finalise their concept.

“Scotland’s hotel industry is booming and, as a niche, sector-focused bank with a specialism in the hotel and leisure areas, we are an excellent choice of banking partner for developers and operators.”

AIB (GB)’s hospitality and leisure team operates throughout Scotland, from Glasgow to Gairloch and Edinburgh.

Contact Craig Gebbie for more information on 0141 225 3614 or craig.L.gebbie@aib.ie.

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HETHERINGTON JOINS BRIDGE OF ORCHY

Emslie takes the reins at ETAG Donald Emslie, the former Scottish Television boss, is to chair the Edinburgh Tourism Action Group (ETAG), which brings together key stakeholders and businesses.

The group said Emslie “brings a wealth of experience in business, media, sport and hospitality that will be crucial in continuing to drive progress within Edinburgh’s vibrant tourism sector.”

He replaces outgoing chair Robin Worsnop, who has held the role for the past nine years.

Andrew Fairlie Scholarship recipients

The Bridge of Orchy Hotel near Glen Coe in Argyll has appointed chef David Hetherington to lead the hotel in its mission to create a foodie haven in the Highlands. Hetherington previously held the position of head chef at the Loch Lomond Arms Hotel in Luss. Last year he was crowned ‘Provenance Chef of the Year’ by the Scottish Food Awards and Academy and in 2012 he took part in BBC’s MasterChef, The Professionals.

David said, “I’m delighted to join the team at the Bridge of Orchy Hotel in such a beautiful part of the world and I’m looking forward to introducing new seasonal menus that reflect the wonderful flavours found here in the Highlands.

“Wherever possible I will source ingredients from this inspirational larder and I’m looking forward to meeting local suppliers and introducing new recipes to our guests here at the Bridge of Orchy Hotel.”

General Manager, Szilard Nemeth, said, “It’s an exciting time for dining at the Bridge of Orchy Hotel with David at the helm. His wealth of experience and passion for working with local producers is second to none.”

COOK RETURNS TO HOSPITALITY Hotel veteran Robert Cook is joining TGI Friday’s as Chief Executive. Cook who joins directly from Virgin Active, where he has been since 2016, was formerly chief operating officer at Macdonald and prior to that chief executive of De Vere Hotels Resorts and Village Urban Resorts. He also spent nine years at Malmaison and Hotel du Vin. He replaces Scot, Karen Forrester who is stepping down.

The first recipients of the Andrew Fairlie Scholarships are Emma-Rose Milligan, 24, from Kilmarnock, who is working as Demi Chef de Partie at Inverlochy Castle in Fort William, and Joseph Harte, 23, a Junior Sous Chef at Douneside House in Aboyne, Aberdeenshire.

The final, which took place at Gleneagles Hotel, saw the finalists cooking two dishes

that Andrew himself loved to cook and to eat. The starter was their interpretation of the title “Warm Mushroom Tart, Caramelised Veal Sweetbread, Madeira Sauce”, and the main was to be a replication of a mountain hare dish that Restaurant Andrew Fairlie sous chef Lorna McNee had demonstrated and coached.

Congratulations to the winners and the finalists.

A RIGHT ROYAL VISIT HRH The Princess Royal visited Hampton by Hilton Hamilton Park recently to mark the new hotel’s opening with a plaque unveiling ceremony.

The hotel, which is situated within the grounds of Hamilton Park Racecourse is the first hotel to adjoin the racecourse in its 90-year history and is the latest addition to the growing Hampton by Hilton global portfolio in nearly 30 countries and territories.

HRH The Princess Royal was given a tour of the 118-room hotel before enjoying a visit to the racecourse.

The hotel features a restaurant, a bar and a small fitness centre for residents, as well as panoramic views of Hamilton Park Racecourse and 24-hour facilities for visitors to the racecourse for weddings, events, and conferences.

HOTELSCOTLAND • 31

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CHECKOUT I was sorry to hear that the owner of the Douglas Hotel in Arran, Sean Henry, died last month while at his home in Marbella. A statement issued by the hotel said, ‘It is with heavy heart we sadly share the news that our owner, great leader and friend, Mr Sean Henry has passed away suddenly. Is has been a huge shock to his family, friends.”

The well-known and gregarious owner bought the hotel in 2006 and totally refurbished it before re-opening it in 2011. The former pupil of Arran High School, was a surveyor, who made his fortune in Russia, but spent a lot of time on Arran and supported many local events.

And on the subject of Arran, last month was a nightmare for the island’s hotels when the failure of linkspans at Ardrossan, and backup port, Gourock, meant that cars could not get on the ferries during October week – so the ferries could only take foot passengers. Hoteliers suffered from cancelled trips and had difficulty getting supplies. One described it as a “total nightmare”.

Certainly, is seems that CalMac was caught short. Who is going to pick up the bill for the cancellations? The very least CalMac could do is fund a marketing campaign in time for next October to ensure that visitors to the island haven’t been put off booking a holiday there!

Edinburgh hotel, The DoubleTree by Hilton Edinburgh City, has adopted new technology to improve customer experiences for disabled people.

It has subscribed to ‘Welcome’ by Neatebox, an innovative platform, developed by former guide dog mobility instructor Gavin Neate, which allows users to notify venues ahead of their arrival and request additional support if needed.

Since signing up, the four-star hotel has seen an increase in positive online reviews and boosted return visits from those with additional needs. It now regularly welcomes guests with assistant dogs, wheelchair users, those with physical impairments and hidden disabilities, and are able to prepare for each visitor ahead of their visit.

More than 2,000 individuals across the UK and Ireland have downloaded the app, which has shown to improve staff morale as employees feel more comfortable when interacting with customers.

Now that’s a result.

34 • HOTELSCOTLAND

Britannia has been rated the worst hotel chain in the UK, with an abysmal customer score of just 39%. The budget brand is at the bottom of Which? Travel’s table of large UK hotel chains for the seventh year in a row, with customers describing its hotels as ‘dirty’ and ‘neglected’. But on a plus side Scottish hotel brand Apex was one of its top-rated small hotel chains, being one of only two brands to receive the full five stars for cleanliness, alongside Warner. As a result both have earned Which?

Recommended Provider (WRP) status. Premier Inn was the Bestrated UK hotel chain with an excellent score of 79%.

Premier Inn has achieved WRP status for the seventh year in a row. Wetherspoon Hotels was a surprise contender for the top spot, while Wetherspoon Hotels also received an excellent customer score, equalling Premier Inn with 79%. Customers raved about the chain’s ‘outstanding value for money’ and its central locations in ‘sympathetically converted’ period buildings. But the chain narrowly missed out on becoming a WRP because it only received three stars in the survey for cleanliness.

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