JAN ‘24
L AUN C H E DITION
Rebrand: The GFSB unveils its bold new look
THE NEW MAGAZINE OF THE GFSB CIRCLE OF POWER Next-level success Do you have the right team of mentors?
WHAT’S NEXT FOR GIBRALTAR TOURISM? We dive deep into our local tourist sector
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CONTENTS MAIN FEATURES NEWS
JAN 2024 THE LAUNCH EDITION
ALSO INSIDE HOW TO SELL ONLINE MENTAL FITNESS FOR THE SMALL BUSINESS ERAN’S EU ENDEAVOUR CARMEL KHALILIAN ON FINDING YOUR PURPOSE FAIR TRADING ACT
EDITOR IN CHIEF
MISS SHAPES TURNS 20
Local salon launches its own product range. P.7
REBUILDING GIBRALTAR’S TOURIST PRODUCT
TSN WELCOMES 3 NEW ASSOCIATES
2019 was Gibraltar’s ‘Golden Year’. Can we make a comeback? P.14
Joe Pitaluga, Seth Galia, and James Lavarello join the team. P.7
Thrive is Edited by David Revagliatte. David is a media communications specialist, business writer and podcaster. editor@gfsb.gi @dgrevagliatte
CONTRIBUTORS Rebecca Jackson Carmel Khalilian Katie Buller John Hayes Isobel Richmond MBE
GFSB TEAM
Owen Smith Georgina Weeks Marianne Ballester
DESIGN
Creative Rock Stars www.creativerockstars.com
CIRCLE OF POWER
Unlock next-level success by finding business mentors. P.30
THE HOUND POUND
Discover Gibraltar’s pet economy P.20
ABOUT THE GFSB
The Gibraltar Federation of Small Businesses is a non-profit organisation that exists to help small businesses and entrepreneurs to start, grow and thrive.
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Gain access to this dynamic network and grow your business from as little as £60 per year. Contact: gfsb@gfsb.gi
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ADVERTISE IN THRIVE
Reach new clients - advertise in the print and digital editions. Small prices, big impact. Contact: admin@gfsb.gi 3
JAN 2024 THE LAUNCH EDITION
An Introduction from the Chair Start, Grow, Thrive
Welcome to Thrive - the new magazine of the GFSB. Thrive is the vanguard of a refreshed and renewed GFSB, an organisation dedicated to helping Gibraltar businesses start, grow and thrive. By the time you read this edition in print, the GFSB will have just launched its new branding. The visual changes reflect a huge amount of work that is going on underneath the bonnet at GFSB HQ. We have just completed a groundbreaking census of our members. It has delivered a vital snapshot of our organisation as it currently stands, and provided us with information that will assist the Board in delivering improvements to the GFSB. Members will have already noticed an uptick in the number of events we are holding, with the introduction of the GFSB summer party, which will become an annual event. During the election we held five events, giving members the opportunity to meet (and grill) the party candidates in business and tourism sectors. These took place alongside our usual breakfast clubs. As we moved into November members will have noticed the increase in practical training sessions currently offered under the breakfast club format. These sessions are a preview of the substantial increase in practical training that the GFSB will now offer to membership, working with and for our members. Our new website is currently being rolled out. Once complete it will offer a members only section containing a wealth of information and resources that will grow over time. In the initial stages it will provide vital information for startups looking to navigate the many twists, turns and expenses of opening a new business in Gibraltar. Insofar as the GFSB magazine is concerned - we have rebranded it from In Touch to Thrive, and appointed David Revagliatte as Editor in Chief. He takes over from the office of Chairperson that has traditionally held the editor role. This signals the GFSB’s desire to move towards an organisation operated by professionals. All of these changes are part of a more substantive reform of the manner in which the GFSB performs its functions as we strive to become a member led, professionally run, federated organisation that can properly and fully represent the distinct interests of the different sectors that comprise our membership. If you want to be part of this exciting journey, please don’t hesitate to join up and get involved.
Owen Smith CHAIRPERSON OF THE GFSB
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JAN 2024 THE LAUNCH EDITION
Welcome to the launch edition of Thrive. As its Editor in Chief, I am excited to start this journey with you. My mission is to create a space to think, share knowledge and be inspired. If you have an idea for a business, are already running one or simply want to sharpen your business knowledge, this magazine is for you. Think of it as your trusted friend and experienced mentor, offering fresh perspectives that get your business thriving.
David Revagliatte EDITOR IN CHIEF
Our first edition leads with the GFSB’s rebrand. We go behind the scenes and learn the motivation (and inspiration) behind its fresh new look. We also look deeper into Gibraltar’s tourist product and crunch some of the numbers included in Gibraltar’s Tourism Report 2022. Content Marketing expert John Hayes speaks to some GFSB member businesses that have set up online stores, and our Thrive Guide compares ways you can sell online. Future Leadership Consultant and GFSB Board Member Rebecca Jackson writes about the importance of being surrounded by specialist mentors and tells us how to build your own ‘Circle of Power’. Keeping with the GFSB Board, we learn more about Eran Shay’s recent appointment as Senior Vice President of the European Small Business Alliance and what that could mean for local businesses. Reports suggest that the global pet market is growing exponentially. The ‘Hound Pound’ asks local businesses whether the global trend to spend more on our pets has made it to Gibraltar. Sometimes we’re so busy doing things that we forget why we actually do them. GFSB Board Member Carmel Khalilian writes about the importance of having a clear purpose and gives us some tips on how to find your why. PR specialist Isobel Richmond turns the idea of workplace mental health on its head and introduces the concept of Mental Fitness instead. We also learn what Gibraltar’s new Fair Trading Act will mean for businesses. I’d like to thank my contributors for giving their time and sharing their expertise and skills for this launch issue. Thanks to Creative Rock Stars for the slick design and to the team at the GFSB for your work (and patience!). Creating this launch issue has been fun - new collaborations have been forged, new ideas are forming and lots of fresh new content is coming your way.
It’s time to thrive. David Revagliatte editor@gfsb.gi
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JAN 2024
FROM GFSB MEMBERS MISS SHAPES HAIR AND BEAUTY MARKS 20 YEARS IN BUSINESS Local salon Miss Shapes Hair and Beauty celebrates its 20th anniversary, highlighting two decades of business success by launching a range of products. Since opening its doors, Miss Shapes has been a staple in Gibraltar’s hair and beauty scene, offering consistent, trendsetting services to a loyal client base. “We’re thrilled to reach this milestone. It’s been a constant learning journey and adapting to our clients’ needs” says Joseph Mancilla, Co-founder of Miss Shapes. The salon has launched its own line of quality hair products and scented candles to mark this occasion. “These products are our way of saying thank you. We’ve developed a range that responds to what our clients want - it reflects our journey and our dedication to quality,” adds Joseph. Reflecting on the salon’s longevity, Joseph shares, “Success in business, especially in a field as dynamic as hair and beauty, demands adaptability, but it comes down to having the right team. Our team comprises professional, skilled stylists and therapists who take ownership of the salon’s success and view it as their own. Without our amazing team, we would have nothing.” As Miss Shapes steps into its third decade, it remains committed to delivering outstanding services, proving that a client-focused approach and adaptability are essential to lasting success in the small business community.
TSN WELCOMES THREE NEW ASSOCIATES TSN is thrilled to announce the appointment of three new associates, Joe Pitaluga, Seth Galia, and James Lavarello. After joining TSN as trainees in September 2022, the trio has successfully completed their practical training requirements and excelled in their respective positions within the commercial, property, and litigation departments.
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In addition to their hands-on experience, Joe, Seth, and James have demonstrated their commitment to professional development by successfully completing the Professional Skills Course with the University of Law. They have also achieved the Professional Certificate of Competence in Gibraltar Law from the University of Gibraltar and were officially called to the Gibraltar Bar in November 2023. Joe Pitaluga Joe’s practice covers the full spectrum of work the firm carries out and accepts instructions in all areas of practice. He has a specific interest in litigation and assists Senior Members of the firm with all their contentious work. Seth Galia Seth specialises in corporate, banking, financial services, and insurance matters. Seth has acted for several of Gibraltar’s major retail and private banks and regularly advises on corporate transactional matters such as acquisitions, disposals, and enforcements for international clients and institutions. James Lavarello James joined the firm in September 2022 as a trainee solicitor. He was educated in Bayside Comprehensive School before going to Stonyhurst College where he obtained 3 A*s at A-level consequently making him a Gibraltar Scholar with distinction. He then read law at the University of Leeds before passing his Legal Practice Certificate with a distinction at the University of Northumbria. .
According to the team at House of Blanco, they want to make our customers feel like more than just a cog in our project. Think of our new space as a shared creative hub, everything you could possibly need under one roof to look & feel your best self. They expect to make the move to the new premises at 36 - 38 Engineer Lane in early February, so keep your eyes peeled on its social media channels for more announcements.
JENNIFER KARPA APPOINTED PARTNER AT MOORE STEPHENS GIBRALTAR Jennifer Karpa has been admitted as the newest partner at Moore Stephens in Gibraltar. With a prominent 18year career spanning continents and industries, Jennifer’s appointment is a testament to her vision and ability. A Certified Public Accountant with the Philippine Professional Regulation Commission, Jennifer brought invaluable experience when she joined Moore Stephens in November last year. This included 15 years of auditing in Gibraltar, the last six of which as a Statutory Auditor. Moore Stephens, established in 1989, is a member of the Moore Global Network, spanning 522 offices across 112 countries. The firm specialises in accounting, audit and assurance, consulting and advisory, and taxation services. Moore Stephens is committed to nurturing individual enterprise and mirrors the Gibraltar Federation of Small Businesses’ ethos, which fosters growth, innovation, and prosperity.
HOUSE OF BLANCO IS ON THE MOVE House of Blanco is moving, a space over 10 times the size of its existing salon! Introducing House of Blanco Collective, Gibraltar’s newest and most exclusive space for creative individuals & wellness enthusiasts. Partnering our usual services of quality hair, beauty & barbering with some new additions, elite skincare & aesthetics, luxury retail products & great coffee, House of Blanco is your new go-to spot. www.gfsb.gi
If your business has some news to share, please contact editor@gfsb.gi 07
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NEWS AND UPDATES
Appointments available for:
DIAGNOSTIC IMAGING CENTRE MRI, CT, X Ray, Bone Densitometry & Ultrasound
Mole Mapping Paediatrics and GP’s Woman’s Health Ophthalmology Suite
Rheumatology Occupational Health Mental Health Endoscopy Suite.
And many more services. Contact us for more information.
+350 200 49999 info@smg.gi www.smg.gi
enquiries@gibmed.gi www.gibmed.gi
ICC Building, Casemates Square, Main Street, Gibraltar
JAN 2024
BANK HOLIDAYS
Here’s a list of local bank holidays. We’ve included neighbouring Spain’s holidays too, as these days usually see higher visitor numbers.
12TH FEB
28TH FEB
28TH MAR
1ST JAN
6TH JAN
Epiphany (Bank Holiday in Spain)
Winter Midterm Bank Holiday
Día de Andalucía (Bank Holiday in Andalusia, Spain)
29TH MAR
1ST APR
29TH APR
Workers’ Memorial Day
1ST MAY
May Day
27TH MAY
17TH JUN
26TH AUG
10TH SEP
15TH SEP
12TH OCT
6TH DEC
9TH DEC
New Year’s Day
Good Friday
King’s Birthday
1ST NOV
All Saints’ Day (Bank Holiday in Spain)
Easter Monday
Late Summer Bank Holiday
Constitution Day (Bank Holiday in Spain)
Gibraltar National Day
Immaculate Conception observed
Maundy Thursday (Bank Holiday in Spain)
Spring Bank Holiday
Assumption of Mary (Bank Holiday in Spain)
25TH DEC
Christmas Day
Fiesta Nacional de España (Bank Holiday in Spain)
26TH DEC
Boxing Day
GFSB Events
The GFSB is making some exciting changes to the types of events we run and deliver for our members. The following is a glimpse of events for Q1 covering a range of subjects and themes that are practical, useful and help your business run better.
BREAKFAST WORKSHOPS
LUNCH & LEARN
BUSINESS BRIEFS
CREATING BUSINESS PLANS
KNOW YOUR CUSTOMER
FAIR TRADING ACT 2023 18TH JANUARY
RUNNING PAYROLL
PRODUCT / SERVICE DIVERSITY
EMPLOYMENT REGULATIONS
LEADERSHIP SKILLS
EXPANDING INTO NEW MARKETS
DOING BUSINESS IN GIBRALTAR
COACHING SKILLS – 8TH FEBRUARY
SPEED NETWORKING – 29TH FEBRUARY
TENANCY CONTRACTS DISPUTE RESOLUTION SMALL CLAIMS COURT
SALES TRAINING – 22ND FEBRUARY
FINANCIAL PLANNING Follow our socials for updates and specific details on how to book your space.
CRUISE SHIP CALLS INTO GIBRALTAR
For accurate information on scheduled cruise ship calls, visit the Gibraltar Port website. It includes details like the name of the ship and the number of passengers it’s carrying.
FIND IT HERE: https://www.gibraltarport.com/cruise/schedules
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SCAN THIS QR CODE FOR LATEST EVENT INFO
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JAN 2024 THE LAUNCH EDITION
LIGHTNING IN A BOTTLE GIBRALTAR’S PREMIER MARKETING AGENCY CREATIVE ROCK STARS IS SPARKING A REVOLUTION In a world where standing out is synonymous with success, Creative Rock Stars, the independent Gibraltar-based creative marketing agency, is here to give you an unfair advantage over the competition. Since our founding in June 2021, we’ve invited Gibraltar’s businesses to join us on a journey of selfdiscovery and transformation, to capture their brand’s creative spark and become memorable, impactful, and relevant in our ever-evolving marketplace. Through advertising (TV, Press, Radio, Digital, OOH), social media content creation, app & web development, brand development and campaign delivery, we empower businesses to conquer new horizons with stories that inspire and expand their audience. But we’re not just about marketing. We’re about researching, creating, and disrupting. That means crafting brand narratives which surprise, delight and resonate on a ‘stop-you-in-your-tracks’ level, whether that’s in the street or on a device. We encourage brands to venture beyond their comfort zones to discover their unique strengths, stories, and identities, like lightning in a bottle, ready to be uncorked. At this point, we should probably clarify that we aren’t the right fit for 95% of the creative tasks Gibraltar businesses require, and it has nothing to do with time, cost or capability. We are completely committed to the other 5%. Those businesses that are serious about developing their brand long-term, not ticking short-term boxes.
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We specialise in providing value where our brand expertise and creative input can make a significant impact. If you choose to work with Creative Rock Stars, you choose to enter a creative partnership. You get innovative ideas that challenge convention and transform your brand into something extraordinary. You get a partner who will go the extra mile to understand your unique vision, goals, and challenges. You get a creative force that will challenge the status quo, break through barriers, and propel your brand to new heights. You get a collaboration that’s driven by a shared passion for innovation and the relentless pursuit of excellence. This mentality is applied to every creative task we undertake. No project is too big or too small for our team of creative specialists. The only non-negotiable: it cannot be ordinary. We’re not here to compete with local agencies. We want to take on the creative might of London and New York. To do that, we need partners with big ambitions, not big budgets. This approach has allowed us to collaborate with some of Gibraltar’s most exciting businesses, from promising startups to established enterprises spanning the tech, gaming, telecoms, finance, and retail sectors. And we’re only just getting started. If you want to join us on our journey, if you’re ready to have a creative partner on your side, if you’re ready to capture your brand’s creative spark, let’s talk. Let’s do something extraordinary. Let’s make some noise.
Here’s how to get in touch: Email: hello@creativerockstars.com Website: www.creativerockstars.com
Pragmatic Solutions - Brand Video
Stu Whitwell Managing Director Creative Rock Stars THE MAGAZINE FOR THE GFSB
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Future Ready:
GFSB’s Bold Rebranding The GFSB has been going through somewhat of a transformation in recent months. Along with changes to how it works as an organisation, it has surveyed its members and embarked on an ambitious rebranding exercise, marking a significant milestone in its history. Its Chairman, Owen Smith and his fellow unremunerated GFSB Board Members have unveiled a refreshed brand identity, a re-energised version of its flagship magazine, ‘THRIVE’ and are working towards an improved website. MORE THAN A MAKEOVER
Owen Smith elaborates on the vision behind this transformation: “Business moves fast and the GFSB
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must remain current and relevant to its members. The rebrand is more than a new look; it’s a renewed commitment to them. We’re embracing change, fostering innovation, and setting a course for a future filled with opportunities.” This initiative reflects a deeper strategic shift. It’s not just about aesthetics; it’s about repositioning GFSB as a forwardthinking, proactive organisation that is ready to tackle the challenges and support the evolving needs of its members. A COLLABORATIVE APPROACH
The creative force behind the rebranding was Stu Whitwell from Creative Rock Stars a creative agency he co-founded with his business partner, Amber Goldstein. Stu shared his insights into the inspiration: “Working with GFSB was a fantastic
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experience. We aimed to capture the essence of Gibraltar’s vibrant small business community. We drew inspiration from the diverse community it represents and the resilient spirit of local entrepreneurs. The new branding celebrates this unique blend of tradition and innovation.” A RENEWED COMMITMENT
With the rebranding, GFSB reaffirms its commitment to its members. Chairman Smith adds, “Our new branding is just the beginning. We’re rolling out new initiatives, enhancing our services, and strengthening our advocacy efforts. We want our members to feel empowered, connected, and supported as they navigate Gibraltar’s ever-changing business environment.” LOOKING AHEAD
The GFSB’s rebranding is more than a visual makeover; it signals a new era of growth, innovation, and community engagement. As ‘THRIVE’ embraces this new identity, it invites its readers and members to be part of this exciting journey, one that promises fresh perspectives, valuable insights, and unwavering support to Gibraltar’s small business community. Follow the GFSB on social media, search Gibraltar Federation of Small Businesses on your favourite platform.
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PULLING POWER WHAT’S NEXT FOR GIBRALTAR TOURISM? DAVID REVAGLIATTE
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ibraltar’s got pulling power. The 2022 Tourist Survey by the Gibraltar Statistics Office, reported that 8,120,685 people visited the Rock last year, spending a total of £209 million. Big numbers, yes, but we are far from the 11,336,422 visitors and the £307 million recorded in 2019’s survey…
In fairness, a lot happened since 2019. Speaking at a recent GFSBhosted event, Former Minister for Business, Vijay Daryanani, said Covid had “decimated local tourism”. Geopolitical challenges including Brexit and ongoing conflicts could be causing a slower-than-hoped recovery too. While things have been undeniably tough, the Costa del Sol has reported record-breaking visitor numbers for 2023. Our neighbour La Linea now targets cruise passengers calling at Gibraltar with special culinary, sight-seeing day trips. As competition rises and visitor numbers dip, is it time to assess Gibraltar’s tourist strategy? LEADING THE WAY One of the people leading Gibraltar’s tourism sector is Kevin Bossino. Over three decades, he’s worked
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for top players, including Cathay Pacific, London’s Savoy and Connaught hotels, Hong Kong’s Grand Hyatt and the Bauer Hotel in Venice. Before becoming Gibraltar’s Tourist Board CEO, he was Vice President of Operations for Accor Singapore, overseeing all its 880 AccorHotels. Kevin joined me as a guest on the GFSB’s Gibraltar Business Podcast in September to mark his first anniversary as CEO of the Gibraltar Tourist Board, “Our remit is basically to market Gibraltar as best we can - to travel and close deals with cruise operators and increase awareness of Gibraltar abroad.” The tourist product was one of the many things we discussed, “Whenever we go out and showcase what we currently offer, people are generally surprised at what we have available, but we can always do more”, shared Kevin. “Some tourist and heritage sites need some TLC, we have some incredible treasures of history which we cannot make the most of and I believe we need to figure out a way of doing so. I believe there is a lot of untapped potential in showcasing our offerings and storytelling opportunities.”
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One can’t take Speak Freely posts like these as gospel, but do they perhaps highlight that more can be done to maintain what we have? Gibraltar’s Minister for Tourism, Christian Santos, thinks so. “The government has done a tremendous amount of tourism-related
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work over the past 12 years, but there is still a lot we can do.” Minister Santos has included an upgrade of entry points on his to-do list. “I think, as we set out in our manifesto, it is now time to build a new, state-of-the-art cruise liner terminal which will replace the existing one. We are totally committed to growing the cruise liner industry in Gibraltar, which is not an easy task, but the development of a new terminal will assist in this endeavour. I am fully committed to working closely with the Gibraltar Tourist Board and other stakeholders to make this a reality.”
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Gibraltar’s social media does seem to reflect this view. One quick ‘doom scroll’ through my phone shows a shabbier side to tourism on the Rock. Posts call out an untidy town centre, dog excrement on our streets, broken parking meters and litter at upper rock sights. I think these posts hint at a potential decline in civic pride more than a lack of tourism oversight. Still, others highlight broken red telephone boxes, the neglect of the Landport Tunnel entrance to town, taxi monopolies and the need for more local tour guides.
WORKING TOGETHER As CEO of Gibraltar Tourism, Kevin is primarily tasked with promoting Gibraltar to overseas markets, but since last September, he’s contributed to Government-led improvements to key tourist locations at home. “Although it is not particularly part of my remit, I have tried to assist in some areas. For example, we have improved the entry points, such as the frontier pedestrian area and cruise terminal building, as a temporary measure, as there are plans to do much more. These things help boost the image of Gibraltar if we want to push it to the next level.”
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Minister Santos wants to turn some of his Government’s Election Manifesto pledges into reality. “As the Minister for Tourism, I am really looking forward to not only developing and beautifying our land and sea entrances but also to the beautification of our Main Street. Main Street is the retail hub of Gibraltar and it’s important we protect this.” Developing Gibraltar’s cultural product is also high on his agenda. As the Minister responsible for culture, I can bring culture and tourism together in a way that exploits and markets our cultural identity to tourists. I look forward to making some announcements in the coming months in this regard.” Kevin views these improvements as necessary, “We’re bending over backwards to sell Gibraltar - I think it’s important for everyone to realise that we need to keep on changing, we need to keep innovating, because people who come here may have been here before. Take cruise liners, for example, some of them have an average of 50% repeat business. So when passengers come, they want to experience something different, something unique, something bespoke, and that’s what they’re after. So we must keep reinventing the wheel and try to give them a different experience each time. We need to reimagine Gibraltar as a quaint and experiential destination, especially within our main source market - the UK. The amount of activities and experiences you can have and the convenience of Gibraltar due to its compact nature and proximity is something to be celebrated. It is a competitive industry out there but our history, varied culture, language, currency, Britishness and curiosity factor are all plus points.”
RECENT INNOVATIONS TO GIBRALTAR TOURISM The Gibraltar Tourist Board exists to sell Gibraltar, but the innovation, development and maintenance of its tourist sites is the responsibility of the Government. The last twelve years have brought new investment and the creation of new attractions. The ambitious ‘Skywalk’ viewing platform, and its megabucks launch event featuring Mark Hamil (A.K.A. Luke Skywalker), made the attraction a viral sensation across the globe. The Upper Rock has also seen the addition of The Queen Elizabeth Suspension Bridge, a new interactive, multimedia experience at St Michael’s Cave and recent renovations of the WW2 Tunnels. In town, tourists now benefit from a new, centrally-located Tourist Information Office, a new National Art Gallery, and improved facilities at the Alameda Botanical Gardens. The Government has also committed to major upgrades of Gibraltar’s entry points, publishing plans for major improvements to the Cruise Terminal and the Frontier with Spain. For its part, the private sector also contributes directly to improving Gibraltar’s tourist product. MH Bland operates the highly popular Cable Car and hopes to increase capacity through its ‘Rock Reborn’ project. According to its website, it has “embarked on an entire rebuild of the Gibraltar Cable Car complex, which will result in not only an increase in capacity from 260 to 1150 pax per hour but a dramatic upgrade in the facilities throughout.” Minister Santos is including Gibraltar’s private sector in his plans too, “the private sector is the engine of our
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These private sector and government initiatives keep Gibraltar’s image fresh, which Kevin values. “We need to keep reimagining Gibraltar. I think the perception that Gibraltar has overseas is key. We reimagine what Gibraltar is and what it can be. You know I’m very ambitious about Gibraltar Tourism. I’m excited about its potential.” EXPLORING NEW NICHES The Gibraltar Tourist Board is innovative in its approach too. One potential market Kevin targets is the incredibly lucrative MICE tourism market. MICE tourism includes travel to meetings (M), incentives (I), conferences (C), and exhibitions (E). According to research by CBI, Europe dominates the global MICE market with a 50% share of an estimated global value of $1,439 billion. “People tend to think of tourism as somebody coming around with a baseball cap and sunglasses - basically leisure tourists. But there are so many more types of travellers,” enthuses Kevin. “We have great beaches however, we have so much more to offer and beaches can be a great add-on to the overall experience but not necessarily the main reason for visiting. It is perfect for business travel, exhibitions and the niche incentive market. Incentives are a part of MICE tourism that involves companies that want to reward staff with trips away or
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send executive teams over to bond and brainstorm. This is a smaller market that suits Gibraltar’s size.” CHALLENGES AHEAD
The MICE market sounds promising, but I ask Kevin whether Gibraltar can accommodate this activity. “Well, in terms of hotel room stock, it is something that we often face a challenge with in that we need to be realistic of which events we are able to take. We are more geared towards the niche, boutique events due to our capacity. However, there have been a few announcements already with respect of additional hotels coming online, which will help the situation, although this needs to grow in a calibrated fashion. The new John Mackintosh Cultural Centre is a very welcome announcement as it lends itself to hosting cultural and other types of events. The same is true with the announcement of The Mount, which will be an excellent wedding venue, which is another target market.” And it’s not just the hotel sector that accommodates tourists locally, says Kevin. “We also have the advent of Airbnb-style short-term let accommodation - more and more of these types of properties popping up locally.” But Kevin calls for regulation of this sector, “The addition of private, short-term lets is a positive, but we need it to be regulated lightly because we want it to grow in a calibrated fashion to ensure that things are planned properly and that it goes commensurate with the increased level of tourism.” DO THE NUMBERS ADD UP? Gibraltar’s visitor numbers have a big impact on its small businesses making tourism a key issue for the Gibraltar
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Federation of Small Businesses. Its Chairperson, Owen Smith, feels more clarity is needed about the current health of Gibraltar’s tourism sector, so that objective medium and long-range targets can be set. “If we are going to have a real conversation about building a tourist product in Gibraltar, if we want to punch above our weight, we need to be clear, and honest, about what our weight actually is before we start”.
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economy. I will be working very closely indeed with the private sector to see how the Government can be of assistance. I will also like to see more Public/Private sector partnerships like the magnificent Gibunco Gibraltar International Literary Festival come to fruition. Events such as these attract tourists to Gibraltar and help promote Gibraltar internationally.”
He has a point. In the Tourism Survey, “visitors” and “tourists” are conflated, with real tourist figures confined to a footnote in the middle of the report, rather than being the headline figure used throughout the report. When asked for comment, the Statistics Office confirmed that figures for arrivals included cross-frontier workers, “The Tourist Survey Report has historically included all visitors to Gibraltar who arrived by land, air and sea. Non-Gibraltarian frontier workers have always been included in arrival statistics by land. However, since 2008, the number of land arrivals excluding non-Gibraltarian frontier workers has been provided in the Table 4.01 footnote. This figure includes both traditional tourists and other visitors.” Owen questions the stats further, “In 2019, the last year for which a full suite of tourism statistics are available, the contrast between the real visitor figure and Upper Rock Visitors is stark - 7.5 million Gibraltar visitors vs 1 million Upper Rock Visitors. That suggests that 85% of tourists do not visit Gibraltar’s number one tourist
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product. This either suggests a huge scope for expansion or questionable tourist stats.” The Government’s stats suggest that at its peak in 2019, tourism expenditure was £307 million per year – that is nearly £1 million per day, year-round. Even with 2022’s reported fall in visits, the stats suggest that more than 12,000 daily tourists spend more than half a million pounds yearly. These figures do not reflect the reality for GFSB members Owen says, “Very few of our
members would agree that even in the dark and silent days of January and February, tourist arrivals don’t dip beneath half a million per month. We would also welcome the regular publication of other stats, like the number of cruise visitors choosing not to get off their liner.” LOOKING AHEAD Perhaps a sign of the complexity of Gibraltar’s tourism sector, this article hasn’t been easy to write. Overall, Gibraltar remains a popular destination, that’s innovated and launched public and privately-funded attractions in recent years. But in my quest for answers, I am left with questions. Minister Santos and Kevin Bossino’s combined enthusiasm and experience provide new perspectives on the challenges and opportunities ahead. They are realistic about our
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product, address long-standing issues, and are optimistic about attracting new visitors to the rock. This provides confidence regarding the marketing of Gibraltar worldwide, but what’s the wider plan for the actual product? As expected, the GFSB’s Owen Smith focuses on the income generated by tourism, and by questioning the official stats, he may have opened a can of worms. The 2022 report estimated that income generated by visitors during 2022 totalled £209 million – but as Owen from the GFSB highlights, did it feel like they spent that much at our small businesses and hospitality sector? The recent additions to Gibraltar’s attractions show innovation amongst Gibraltar’s public and private sectors. Still, my brief social media browsing makes me question whether we are doing enough to maintain what we have. For example, who decides what existing sites get spruced up and when? The impressive, post-Covid recovery of the Costa del Sol’s tourism and La Linea’s fledgling sector begs the question of where Gibraltar stands within the international tourism market. Why is it taking Gibraltar longer to recover? Could Brexit’s entry and exit stamps be putting people off visiting us? Amongst so many questions, the path forward demands a balanced strategy that focuses on improving infrastructure and regulation and addresses the competitive dynamics of neighbouring destinations. With renewed energy at Number 6 and fresh leadership for the Tourism Portfolio, this may just be the time to deliver a comprehensive, collaborative strategy for Gibraltar’s tourism sector.
HOT OFF THE PRESS! At the time of printing, Minister for Culture and Tourism, Christian Santos announced plans to attract new visitors to the rock. He wants people to dine, shop and stay local by supporting and running more events and festivals that celebrate Gibraltar throughout 2024. Minister Santos also spoke about rebranding Gibraltar’s tourist destination and placing our cultural identity at the centre of future marketing campaigns. With this in mind, things are looking very, very promising indeed!
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THE HOUND POUND: Gibraltar’s Pet Sector DAVID REVAGLIATTE
P
ETS ARE LIKE FAMILY, RIGHT? AS A PROUD CAT DAD, I’D ACTUALLY GO FURTHER AND SAY THAT THEY ‘ARE’
FAMILY. OVER THE YEARS, I HAVE SPENT MY WELL-EARNED MONEY ON (MANY) TOYS, BEDS, TREATS AND VET BILLS FOR MY TWO FELINE FURBALLS. AND I’M NOT
ALONE.
According to a recent Fortune Business Insight report, the global pet care market was valued at a massive £171.78 billion in 2022 and is projected to grow from £180.06 billion in 2023 to £269.29 billion by 2030. Whilst we haven’t got the financials for Gibraltar’s pet sector, it is safe to say that we are a community of pet lovers. In March 2021, the Government issued 1431 dog licenses on the Rock and I’m pretty sure that figure just scratches the surface of the scale of Gibraltar’s canine community. To learn more about our local pet economy, I have done some digging and met some of the businesses targeting local animal lovers.
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because our supply chain wasn’t impacted as negatively as other stores. We’ve seen a growth in the number of local shoppers choosing Eroski.” And it’s not just Gibraltar’s larger supermarkets stocking pet-friendly food. The Health Store provides various products to improve our animals’ wellbeing. Its owner, Robin, says that people are wisening up about what they feed their pets, “We have a steady flow of clients looking for healthier, additive-free options to feed their pets. So many of the mass-produced foods contain lots of potentially harmful fillers and I think the community is realising this.” As well as stocking food, Robin is also seeing demand for CBD oil products. “Clients are asking for ways to soothe their pets during firework displays and are also turning to CBD oil as a way to treat chronic illnesses too.”
Somewhat of a trendsetter regarding being pet-friendly is local hair and beauty salon Miss Shapes. Garren Thompson owns the business with his husband, “We’ve actively encouraged our clients to bring their dogs into the salon since the start! It makes no sense to ask people to leave them outside, it’s good for business as our clients appreciate being able to bring them in and it creates quite a buzz in the salon when they do!”
THE SPECIALIST DOG SERVICES Canine Services Assistance is a local firm aimed at making life easier for Gibraltar’s dog owners (and dogs). Founded in 2018 by Ana Bonfiglio, she saw an opportunity whilst working as a dog handler/walker, “I purchased a van and fitted it with several different size dog cages made to measure with emergency hatches. I soon realised that local dog owners needed boarding and daycare services. I teamed up with the Gib Vet Clinic and in 2022, took over management of the Gibraltar Kennels. Since then, we’ve fully refurbished its facilities and are popular with the local dog-owning community. I now have a small qualified, professional and dedicated team that helps me in the day-to-day running of the kennels”.
THE PET PRODUCT SUPPLIERS Local supermarkets also embrace this growing market segment by offering a wider range of products. Eroski Gibraltar’s CEO Daniel Massias shares that his stores sell a wider pet food range. “The trend we are seeing in pet food mirrors that of humans; it’s shifting towards higher quality, eco-friendly products that enhance the wellbeing and health of the animal.” Expecting this to continue, Daniel adds, “I predict our pet market will continue to grow along this line - pets are becoming increasingly important within families and there’s a growing sensitivity towards animals. We don’t have local data, but we know that the number of pets in Spain is rising.” I asked Daniel if he had seen sales rise over the last few years, “Eroski has experienced growth over the last few years, but it’s hard to attribute that to specific consumer trends. Brexit presented an opportunity
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THE PET-FRIENDLY BUSINESS Local restauranteur Dominique Peñalver runs a pet-friendly policy at her Freska cafe and Monique’s Bistro, “Monique’s welcomes customers with dogs on its outside terrace, and my new venue Freska at E1 on Devil’s Tower Road lets dogs into its lobby and outside terrace. We don’t permit dogs inside the restaurants as we have staff with allergies working for us, but otherwise, we are super dog friendly.” Keen to know what motivated this policy, Dominique says that it was her customers who drove the change, “I love dogs, but I also listen to what my customers want, we were getting asked whether dogs were allowed at our venues a few times each day, why would I turn away business?”
Christian Tosso, the shop is a treasure trove of pet supplies for all sorts of domesticated animals. I popped into the shop to ask about their experiences serving the local market. According to Stacey, times aren’t so easy at the moment, “It’s challenging, to be honest. We have loyal customers who come to us for their essentials like pet food and other supplies, but business has slowed down notably due to online shopping and increased shipping charges.” And it’s not just increased competition and higher shipping costs that are hitting their business, “One of the biggest problems we face is the block on the importation of live animals. Since Brexit, Gibraltar is not permitted to import live animals - and with no end in sight to the current UK-EU negotiations, we can’t see a solution to this”. THE FINAL NOTE Gibraltar’s pet market seems to mirror the global trend of increased attention on our furry companions - we seem to be a community of animal lovers. On the flip side, the lack of economic data and geopolitical challenges like Brexit and ensuing UK/EU negotiations don’t allow us to match the global ‘boom’ in the pet sector reported by the big market intelligence firms. It’s simply harder to quantify in economic terms. Despite the hurdles, the rise of petfriendly establishments, increased awareness about pet health, and innovative services geared towards our furry friends point to a flourishing sector.
According to Ana, her dog walking, training and socialisation services are popular, but the area she has seen increased demand for recently is dog daycare. “Our clients can drop off their fur babies to spend a number of hours playing freely with other dogs. Regular dogs get to make friends with each other and have such a nice time, that at times when the owner arrives to collect them, they are reluctant to leave. Clients drop off their dogs when at work or away in Spain, knowing that they do not need to rush back to attend to the dogs. THE PET SHOP OWNERS Pet Zone on Bishop Rapallo’s Ramp has been in business since 2014. Run by husband and wife team Stacey and
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ISOBEL RICHMOND MBE
M
ental health issues affect us all. How we manage our daily stresses and anxieties impacts our relationships, how we perform in our job and the workplace environment, and our outlook on life. Becoming self-aware of what affects us, managing how we respond to triggers and using tools to help us work through them, are all part of our journey towards Mental Fitness, which, in my opinion, is how we should be positively defining it.
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Considering that people spend roughly a third of their lives in the workplace, businesses also have a duty of care for the mental health and emotional wellbeing of their staff to ensure productivity, successful recruitment, and retention of talent. The success of your business starts with the health and wellbeing of your employees and will ultimately, indirectly, benefit the economy of Gibraltar.
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Some of Gibraltar’s larger corporations are already culturally attuned to this way of thinking where their HR teams include a welfare officer or ‘people engagement’ person to provide support and access to mental health services. Their focus is recognising that staff feel satisfied, engaged, and able to cope with the demands and challenges of work. As employers, they play a crucial role in promoting mental wellbeing by creating supportive and inclusive work cultures, offering
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Small businesses should not be exempt from this. It is understandable that employee absenteeism, for mental health care, can greatly impact business. Positively, a smaller and more intimate work environment facilitates for support your business and employees need… So, how can you, as a small business, manage this? How do you create a culture that prioritises the mental fitness of your employees? What services and local schemes exist in Gibraltar to support you? Here are some useful tips to help your mental fitness strategy flourish: • Flexible work arrangements: Where possible, allow flexible schedules or remote work options to help employees manage their work-life balance, reducing stress • Regular check-ins: Hold regular one-on-one check-ins with employees to discuss their workload challenges and provide a supportive environment • Open communication channels: Create an environment where employees feel comfortable discussing their mental health concerns and help them seek help when needed. GibSams have just launched their ‘Talking Toolkit’, (please access it online), which guides you on how to have difficult conversations and, importantly, how to listen
• Mindfulness and meditation spaces: If you can, designate a quiet space for mindfulness and meditation to provide employees with a space to recharge
THE LAUNCH EDITION
resources for stress management, encouraging work-life balance, and addressing issues like burnout.
• Offer access to confidential counselling and support services: Allow space and time for staff to engage with the GHA services or provide access via Gibraltar’s private healthcare sector, e.g., a public authority uses ‘Liberty Counselling Services’. For a more clinical approach, ‘Occupational Health Services Gibraltar’ enhances the productivity of your company and wellbeing of employees with health and safety measures • Encourage the use of ‘wellness’ Apps: Mobile apps that provide mindfulness exercises, meditation sessions, stress management techniques and relaxation techniques can help employees manage their mental health, e.g., ‘Headspace’ • Mental health resources: Providing access on and offline to resources like articles, videos and books on mental health topics can educate employees and help them take proactive steps, e.g. ‘The Holistic Psychologist’ account (on Instagram) provides invaluable information, helping increase self-awareness • Try bespoke workshops and training: If possible, or by joining up with other businesses, organise/attend training of staff &/or workshops on stress reduction, resilience building and mental health awareness; these will equip employees with coping strategies. E.g., Anne Marie Morello (found online), can both train your staff &/or provide these workshops. Contact info@infraredpr.gi if your business is interested in a bespoke Corporate Wellness Day • Stress-reduction activities: Organising yoga sessions, mindfulness, breathwork or team-building events can contribute to a positive work environment. For example, Gibraltar’s ‘Integral Yoga Centre’ has many practitioners who can help • Employee feedback: Regularly seek employee feedback to help your business understand the specific needs related to mental health and what services can work/have worked best • Share your success story: Use your communication platforms to share your corporate wellbeing strategies. GibSams Rewards businesses through their ‘Corporate Wellbeing at Work Awards’. They publicly recognise and reward businesses, regardless of their size, that have successfully implemented positive changes for the benefit of their employees.
• Peer support: Where possible, establish a peer-to-peer support network or buddy system to help employees connect and share their experiences • Mental health time and/or days: Allowing employees to take occasional mental health breaks or days off without stigma can help prevent burnout
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219 Main Street
+350 200 50605
brian@hills-properties.com
hills-properties.com
Stock held in Gibraltar
+350 5600 5605
HARDWOOD FLOORS
FAB FLOORS AND DECKS
THIS THAT
LUXURY VINYL TILE
1A,2nd floor Leon House, Secretaries Lane, Gibraltar
fabfloorsanddecks@yahoo.com
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JOHN W. HAYES
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How to Rock eCommerce
is built on the popular Shopify eCommerce platform. Shopify offers its users a scalable, fully-hosted eCommerce solution that is flexible enough to cope with the demands of businesses of all shapes and sizes. This allows the commercial team at Saccone and Speed to manage their entire eCommerce operation in-house.
“Our eCommerce sales are solely for the local population and delivery within the territory of Gibraltar,” says Povedano. But this hyper-local approach doesn’t mean Saccone and Speed don’t adopt sophisticated marketing strategies to promote their online offering. Highlighting the power of global social media brands like Facebook and Instagram to reach a local audience, Povedano says, “We operate an Omnichannel approach with cross-promotion across our social media platforms.” FROM ONLINE TO INSTORE
G
ibraltar’s size means that shoppers don’t have too far to go to shop. Schools, supermarkets, entertainment, eateries and healthcare are all within easy reach. That hasn’t stopped Gibraltar’s business community from wanting to meet its customers’ needs online. I met three local businesses that have embraced the online shopping experience. COVID AS CATALYST Like many other local businesses worldwide, Gibraltar’s traders embraced eCommerce urgently during the Covid-19 pandemic and subsequent lockdowns. According to Guy Povedano, Associate
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Director at Saccone and Speed, the pandemic was the driving force behind the company rapidly adapting its online offering. “The online selling platform was set up during Covid as the only means of sale directly to the consumer at the time,” says Povedano. Before this, Saccone and Speed’s website was purely for information purposes, advertising the brands the company represents. “The eCommerce site was essential during the Covid crisis, but it proved very useful and popular with certain customers so we decided to keep it going.” According to Povedano, the online store is particularly popular with customers with mobility issues. Saccone and Speed’s online store
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Carlos Electronics is another wellknown Gibraltar business to harness the power of Shopify and social media to sell to the local community. Raju Alwani, Director of the Alwani Group of companies which operates the Main Street store, cites its online store as very important to the business. The online store has been designed to drive footfall into the company’s ‘brick-and-mortar’ store and attract online orders from local customers. “The online orders come mainly from locals,” says Alwani. “Currently, it’s very difficult to ship outside of Gibraltar.” While fulfilling international orders can be problematic, marketing to the local community in Gibraltar is relatively straightforward. Carlos Electronics relies primarily on social media advertising to promote its online offers to its target audience on the Rock. “We use high-quality ads on social media to target consumers
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third-party providers, and the experience could be better. “We wanted to own the bikes,” says Caldwell. “We believed it was our responsibility to maintain the bikes, to commercially insure them and make sure they look great and are safe for our delivery riders. ”Caldwell believes that his responsibility to take care of the finer business details extends to the local restaurant businesses that Hungry Monkey partners with. “We are independent,” says Caldwell. “We don’t have any bias towards any restaurant or client at all. We are there to support their businesses.” Although small, Gibraltar’s eCommerce ecosystem is perfectly formed to serve the needs of the local population. Saccone and Speed, Carlos Electronics, and Hungry Monkey’s online success demonstrate that eCommerce doesn’t have to be a faceless operation. These companies have different personalities and the local community firmly in their hearts.
in Gibraltar and the surrounding area,” says Alwani. “Then it’s just a case of offering our customers attractive, competitive prices on a wide range of products.” BUSTING THE BARRIERS TO ENTRY In many ways, eCommerce platforms like Shopify and social media networks including Facebook, Instagram and TikTok have democratised the web and enabled businesses of all shapes and sizes to run viable and profitable online shops and services without relying too much on expensive technical support. Low-cost, laser-focused social media advertising, which allows brands to target consumers using their location and other demographics, also means there is very little waste in marketing spend. This is incredibly important in a location like Gibraltar.
THE FOOD DELIVERY APP Hungry Monkey was founded in 2016 by Mat Caldwell. Initially a business idea he had set aside in his native Liverpool several years before moving to the
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Rock, the concept became a reality with the emergence of app-based technology platforms and the support of an investor in Gibraltar’s gaming industry. The company, which started with just a handful of restaurants on board and four delivery bikes, has since become synonymous with life on the Rock, delivering every imaginable type of cuisine to local residents and businesses. Speaking with David Revagliatte on the Gibraltar Business Podcast, Caldwell remembers one of the first orders to come through the app was a single popadom which the team successfully delivered in one piece. Caldwell believes the success of Hungry Monkey is down to the app solving a problem. One of the unique challenges that Caldwell faced when building the business was its delivery network. For many eCommerce companies, delivery is outsourced to
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Mini Guides: Selling Online Choosing the right way to sell your products online depends on your budget, target audience, tech expertise level, and wider business plan. There’s rarely a one-size-fits-all solution - many businesses use several platforms to reach more customers. To help you decide, here’s the Thrive Guide to selling online.
GIBRALTAR-SPECIFIC PLATFORMS
E-COMMERCE WEBSITE
ONLINE MARKETPLACES
SOCIAL MEDIA
Creating and maintaining an e-commerce website can vary widely in cost, depending on the complexity of the site. Costs may include domain registration, hosting fees, website development, payment processing fees, and ongoing maintenance costs. Budget at least a few hundred to a few thousand pounds annually.
Many online marketplaces charge fees based on sales, listing products, or combining both. Popular options like Amazon and eBay typically charge between 5% and 15% per sale and listing fees for some products. Local import and export rules apply. Delivery times will depend on Gibraltar’s postal service.
Costs: Setting up e-commerce profiles on social media platforms like Facebook, Instagram TikTok can be a costeffective way to sell and promote your wares. Note that things like advertising and promoted posts will require a budget and some experience of producing content.
Gib Shopping sells a wide range of products, Rock Hero is the platform of choice for many local businesses. Hungry Monkey recently moved from selling food to goods and Vepo will buy and collect pretty much anything on your behalf. Fees apply based on sales or listings, but they all have built-in payment processing and security.
PROS:
PROS:
PROS:
PROS:
Full control over your brand and online presence.
Established customer base and traffic.
You target Gibraltar-based customers.
Ability to customise the website to suit your business needs.
Limited technical skills are required.
Direct access to your existing social media audience.
Direct access to customer data and analytics.
Built-in payment processing and security.
Ability to geotarget potential customers.
Up to one-hour delivery times. Locally-based Customer Service. Benefit from established presence and traffic.
CONS:
CONS:
CONS:
CONS:
Higher upfront costs and ongoing expenses.
Customs and Gibraltar Post Office can impact delivery times.
Limited customisation of your page.
Limited exposure beyond Gibraltar.
You could be affected by algorithms and changing policies on privacy and promotions.
Smaller customer base compared to global platforms
Requires technical expertise or hiring a developer. Marketing and driving traffic to the website can be challenging.
Competition with other sellers on the platform. Transaction fees can add up.
Smaller reach compared to dedicated e-commerce sites.
Transaction fees may still apply.
SCAN ME FOR MORE INFO
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The Circle of Power: How to Find the Right Advisors REBECCA JACKSON
S
tarting and running a small business is rewarding but comes with its fair share of challenges. The path of entrepreneurship is often characterised by immense dedication, long hours, and tough decisions. As a small business owner, you’re not just responsible for the operations and growth of your company and team, but also for your own wellbeing. The weight of being the driving force behind your business can lead to burnout, isolation, and even strained relationships. For many, it’s natural to seek support and advice from those closest to you – your family and friends. While they might provide a huge amount of support, extending your network to professionals who can offer fresh insights, unbiased opinions and challenge your assumptions is essential. These are the people that will make your business thrive. A CIRCLE OF ADVISORS Building a good circle of advisors around you doesn’t happen by chance. Yet when you are time-pressed, thinking strategically about the support you need around you often defaults into the ‘nice to do’ camp. But surrounding yourself with a well-curated support team isn’t just a luxury; it’s a strategic move that can make or break your business. Those you choose to take advice from will influence the decisions you make, the challenges you tackle, and the strategies you implement. Here are a few pointers to help you build your own circle of power: Do a simple audit of those you currently use as a sounding board. A good support network will push you to succeed, tell you quiet honest truths and help you make tough decisions objectively. Think about how your current support network has done this over the last
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year, what you have learned from them and what more you need. If you’re unsure what’s missing, reflect on what you are trying to achieve or which parts of your business feel tough. Ask what support and perspectives you would benefit from, today and in the future. Alternatively, try thinking about another leader you admire, and reflecting on the support team they have cultivated and how it serves them. How has the support they have around them evolved over time? QUALITY OVER QUANTITY When it comes to your support team, quality beats quantity. There’s a lot of advice available to business owners. Some of it might not be helpful, and some might come from people who think they know what’s best for you. Look for people who can be objective, whom you can share your ideas with, discuss problems, and who will push you out of your natural comfort zone. www.gfsb.gi
Building a broad network is different to developing a close circle of advisors. But your network is an excellent place to start. Whilst the focus of many networking events is business development, don’t miss out on using the opportunity to connect with people with whom you can build relationships that help you and your business in a different way. Gibraltar has many networking events which are incredibly easy to tap into the GFSB runs many events throughout the year. It is normal for conversations to happen spontaneously, but instead, think about who you deliberately want to seek out and develop deeper connections with. It could lead to some great alliances. Networking will help you find role models, mentors, sponsors and help you expand your business opportunities. Professional networks like the GFSB are also fantastic place for building THE MAGAZINE FOR THE GFSB
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Post Covid, it’s simpler to connect with fellow business owners who share the same challenges, regardless of geography. This is especially handy if your business is unique in Gibraltar, allowing you to build relationships with others outside Gibraltar, and bring fresh insight in. Look for professionals whose businesses complement yours; for mutual exchanges of ideas and expertise. To ensure the advice you receive is diverse, those you take advice from must also be diverse. Relationships tend to be formed based on having something in common and it is natural to gravitate towards people of similar gender, race, and frame of reference, for example. This affinity bias can happen in business relationships too. Ask yourself: Are all the people in your support circle from the same background? Do they all think in the same way? Remember that building trust takes time and relationships need nurturing. Play the long game and focus on building high-quality relationships where you feel comfortable being open and honest. Make sure you’re having frequent conversations and be open to developing relationships that aren’t limited to the realm of work. Ultimately, your circle of advisors should be a valuable resource – a group of people who push you to be your best, tell you unbiased truths, and celebrate your successes with you. When you approach relationship building with intention, you’re not just making contacts – you’re finding people who can inspire you, guide you, and open doors for you professionally - and do the same for others.
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uick advisor audit
relationships among fellow business owners, many of whom will understand the challenges and joys of running a small business - and also be able to offer different perspectives to your own. Find common ground and build reciprocal peer-to-peer relationships with other professionals for your benefit.
Make a list of the names of people you have discussed important work issues with over the last few months; for advice, input or counsel. Review the list and consider their demographics, expertise, job roles, and background. What patterns do you notice?
THEN WRITE DOWN:
The main strengths of my group of advisors are: ________________________________________________ ________________________________________________ The main weaknesses of my group of advisors are: ________________________________________________ ________________________________________________ My priorities as a result must be to: ________________________________________________ ________________________________________________
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JAN 2024 THE LAUNCH EDITION FAR-REACHING NETWORK
Eran’s European Endeavour DAVID REVAGLIATTE
Eran Shay’s journey is emblematic of the modern entrepreneur. A self-confessed ‘out-ofthe-box’ thinker, he swapped a successful corporate career and a senior role at Deloitte to pursue his own projects and business opportunities. Since then, Eran has founded two successful businesses, Benefit Business Solutions and Gibraltar Pass and is President of the Gibraltar-Israel Chamber of Commerce (Gibrael). A true business champion, Eran has served on the Board of the Gibraltar Federation of Small Businesses (GFSB) for the last seven years. In addition, he was recently elected Senior Vice President of the European Small Business Alliance. I was lucky enough to spend time with him to learn more… “I joined the GFSB as I believe much more innovation needs to be brought to Gibraltar”, starts Eran. “In my opinion, it reflects the characteristics of small businesses; it is agile, results-driven, forward-looking and has lots of initiative - it’s an exciting network to be part of.” He sees the organisation as the ideal platform to introduce much-needed innovation to Gibraltar. As part of his diverse, unremunerated role on the GFSB’s Board, Eran oversees its annual Innovation Awards, “Only by being part of influential organisations like the GFSB can you bring about the changes required to encourage innovation.”
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Before asking about his recent appointment to the ESBA Board, I wanted to know more about the organisation itself, “Since being founded in 1988, ESBA has been an incubator for groundbreaking projects that address the unique challenges facing small and micro businesses across Europe. From steering the WEgate platform that empowers women entrepreneurs, to playing an ongoing role in Early Warning Europe aimed at crisis management during the pandemic, ESBA has consistently been at the forefront of change.” Says Eran, “I’ve been involved with ESBA since 2019. Today, it represents almost one million small businesses and covers 36 European countries, Turkey, and Israel. In a way, ESBA could be seen as the umbrella organisation for many national and sector-specific Small Business Federations.” Speaking of his appointment, Eran said “I am delighted to have been elected as ESBA Senior VicePresident. It is an honour to be appointed to this role in a year in which ESBA is celebrating its 25th Anniversary. I look forward to working with the ESBA Board to continue delivering value for our members and hope to meet more of our members this coming year.” For his part, David Caro, ESBA President, said, “We have had a long association with Eran and I am delighted he has joined the Board in this important role”.
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JAN 2024 ACCESS TO EU DECISION-MAKERS
Gibraltar is no longer a member of the European Union, so I wanted to understand what real-term benefits come from being a ESBA member. “First, it is important to mention that the GFSB is a founding member of the ESBA. It is actually the only remaining founding member of ESBA and has built a strong relationship during this time. The fact that ESBA held its 25th Anniversary Board meeting in Gibraltar is a testament to this bond.” Speaking of why this link to the EU is essential, Eran continues, “Being such a small nation, it is important for the GFSB and Gibraltar in general to have access to top decision-makers at the Pan-European level. This helps us better understand how certain things are done in other European countries, get insights to possible solutions to challenges we face here, and be able to tap into a much greater pool of resources and networks through other member organisations.”
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For Eran, his vision for his tenure as Senior VP is clear.
“I’ve been involved with ESBA since 2019, but COVID has meant that many ideas and projects we had in mind, had to take a back seat while ESBA was assisting its members in surviving these challenging times. I hope that now, postCOVID, we will be able to progress on some of those initiatives and hold more social events to meet our members.”
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S
Gibraltar Business Podcast: In Numbers
ince its launch in 2021, the Gibraltar Business Podcast has established itself as the sound of business in Gibraltar. Strong listening figures and an appetite for local content have made it popular with listeners and guests alike. If you’ve not yet tuned in, each episode is like a ‘Mini Masterclass’ as expert guests share their experiences and sector-specific knowledge. The podcast is brought to you by the Gibraltar Federation of Small Businesses with the support of Gibraltar International Bank.
TOP STATISTICS NUMBER OF EPISODES TO DATE:
NUMBER DOWNLOADS:
AVERAGE NUMBER OF LISTENERS PER EPISODE:
LOCATIONS:
TOTAL NUMBER OF GUESTS:
37
6235
154
06 Continents 64 Countries 455 Cities
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TOP 5 EPISODES 1ST
2ND
3RD
4TH
5TH
James Levy KC
Kevin Jones
Louis Montegriffo
Peter Horton
Hassans International Law Firm
Chairman Bassadone Automotive Group
Hon Fabian Picardo KC MP
Co-Founder BMI Group
CEO of Gibraltar International Bank
Chief Minister of Gibraltar
LISTENER HABITS TOP APP
TOP DEVICE
TOP MODE
SPOTIFY
APPLE iPHONE
MOBILE
If you would like to feature as a guest, please contact david@motion-gi.com and tell us more about your business. Please subscribe so you never miss an episode! Follow the podcast on social media by searching ‘Gibraltar Business Podcast’ on your favourite platform. 36
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LISTEN TO THE PODCAST
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Bitesize Insights
Guests share their experiences and insights during each episode. Here are a few of our favourites:
“BE PATIENT AND LEARN WHEN TO TAKE A STEP BACK.”
Peter Bering, CEO of AADS, says knowing when to reflect is a powerful leadership tool.
“LEAD FROM THE FRONT.”
Angelique Linares, Managing Partner at EY, says working alongside her team and developing them is crucial.
“YOU CAN’T BUILD THE HOUSE OF TOMORROW WITHOUT THE FOUNDATIONS OF TODAY” Raju Purswani, Founder Marble Arc & Match Menswear, says it’s important to focus on the health of your business now so you can build a successful future.
“GET SUPPORT. SURROUND YOURSELF WITH PEERS IN BUSINESS, MENTORS AND EXPERTS.” Emma Jones CBE, Founder, Enterprise Nation, says asking for advice from those who know is the key to success.
“WHEN YOU SPEAK YOU REPEAT SOMETHING YOU ALREADY KNOW, AND WHEN YOU LISTEN YOU USUALLY LEARN SOMETHING NEW.” Mandy Gaggero from the MH Bland Group says we should listen twice as much as we talk to foster better communication.
“SOMETIMES, SOME THINGS DON’T MATTER, BE BRAVE.” James Neish, CEO of GBC says that bravery is key in business and that’s important to prioritise what’s important.
“HAVE FAITH IN YOURSELF. LEARN FROM CHALLENGES.”
Isobel Richmond MBE, Founder of InfraRed PR tells listeners that having self-belief is important as is the acceptance that not all experiences are good ones.
What’s YOUR favourite piece of advice? Tell us at @podcastgib
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New Direction Loading... Early Insights from the GFSB Member Census DAVID REVAGLIATTE
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t seems you can’t go online these days without being invited to take part in a survey or five. Whether it’s feedback on a website, a product, a shop, a hotel, a restaurant, a customer service experience or all of the above, our opinions (very clearly) matter. We’ve become so desensitised to the word ‘survey’ that UK and US survey participation rates have bombed and, according to Bloomberg, now sit at an average of 15%.
Against that backdrop, a 60% response rate to the GFSB’s ‘Member Census’ isn’t at all bad. Especially as it was carried out during 2023 summer period. To understand some of the reasons for the strong response and learn some of its results, I met Michaela Rees the Board Member who led this initiative. WHY CARRY OUT A CENSUS?
“Following Owen Smith’s appointment as Chair in March 2023, myself and the other GFSB Board Members held our first ever planning ‘Away Day’ in May where the concept of the Census was developed. It was identified as a cornerstone in our strategy to reshape the GFSB,” explains Michaela. “We were driven to understand what our members truly desired from us. Initially we overambitiously set our target deadline for the end of June! Looking back, this was never going to be achievable and the Board were just blinded by enthusiasm for the project.” The aim was simple yet profound: to empower members to voice their needs and aspirations. A UK-based firm, Your Shout, was brought on board to facilitate this mission, ensuring professional and efficient data collection when it was deployed in Q4.
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RESPONSE AND INSIGHTS The response from the GFSB community was nothing short of overwhelming. “220 diverse businesses, representing over 35 sectors and employing more than 5,250 individuals in Gibraltar, provided invaluable insights through 16 targeted questions and open-ended, freestyle comments. We asked, they spoke and we listened.” shares Michaela. This data, including a ‘Google Map-style’ geographical heat map of responses all the way from the Frontier to Europa, highlighted the widespread engagement across Gibraltar. The Census revealed significant insights according to Michaela. “The data we have collected is fascinating. An astounding 77% of respondents were the Owner, Partner or Director of their businesses,” says Michaela. “We have a diverse membership with over 35 different industry sectors represented. Members who took part in the Census employ over 5,250 people in Gibraltar.” Some of the top line insights related to areas GFSB members would like to benefit from. “Information exchanges and networking events were the two main areas highlighted, closely followed by training.”
greater insight to the issues facing the business sector in Gibraltar and this has given us the opportunity to start planning campaigns for 2024 to directly address our Members’ needs.” Keen to know more about these longer answers, I asked Michaela to share what she could, “One member suggested a different approach to social events ‘the annual dinner was an excellent opportunity for you guys to have a different approach to annual dinners from years ago’ so, in response, we held our first GFSB Summer Party in September. Another said ‘connect certain business owners with common interests’ so we held our first Town Hall Meetings for Commercial Tenants and Landlords late in 2023.” LOOKING FORWARD
The success of the Census has paved the way for future surveys. “The engagement and insights we gained were invaluable. We’ll soon be planning our next Census,” says Michaela excitedly. The plan is that the GFSB will share a report on some of the results in the future, but for now, the GFSB is grateful to its members for the time and contribution to this initiative. “Our heartfelt thanks goes to everyone and all businesses that took part in the Census.” said Michaela, “We appreciate you making the time to complete the questionnaire and we are looking forward to sharing more of the information we have collated about membership as we roll out the new and improved GFSB services.”
INSIGHTS INTO ACTION
The GFSB is already translating Census insights into action. “As well as all the facts and figures we have collected, our members took the time to given us a lot of written feedback, for which we are very grateful. The reasons why our members have selected the options within the Census is possibly even more valuable. We have gained a
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THE CASE FOR OUTSOURCING
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n an age where small businesses must adapt to stay in business, outsourcing has long been a way to enhance efficiency and streamline operations. Derived from the simple philosophy of delegating certain non-core tasks to external experts, outsourcing allows businesses to concentrate on their primary objectives and strengths. For the uninitiated, it’s about seeking external expertise for tasks outside your comfort zone, skills base or business’s main expertise. If you find it hard to delegate, outsourcing might require some ‘letting go’. But fear not, the trade-offs are plentiful and include enhanced functionality, adaptability, and cost management. It also allows you to allocate funds towards activities that directly boost revenue, like business development or growing your range of products or services. OUTSOURCING VS INSOURCING An alternative to outsourcing could be taking on a new staff member to take on several roles. While it could seem like a cost-effective approach, expecting your recruit to juggle accounting, social media marketing, and customer service equally might seem efficient, but it could cost you money in the long run. Each of these functions is a specialism in itself. In practice, it could see an employee taking too long on tasks, needing specialist training or prioritising the wrong things. That said, hiring in external skills isn’t suitable for all businesses - or for all business functions for that matter. It tends to favour the more specialist, complex operations requiring specialist skills or knowledge. Payroll, for example, requires a lot of work and many small businesses choose to outsource from the outset. Staying updated with frequent tax and employment legislation changes can be daunting. Achieving accuracy becomes essential, as discrepancies can lead to penalties and dissatisfaction amongst staff. Managing sensitive employee data means following GDPR regulations and implementing security measures to prevent potential breaches. Professional accounting and payroll firms are often better equipped to keep up with the ever-changing tax regulations, ensuring precision and compliance. Christian Pilcher is a Director of Numerica Accounting Services, “Our
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payroll services cater to businesses of all sizes, from startups to established entities. We’ve recently welcomed more and more local clients looking for payroll and general accounting support. Our team works with each client to ensure precision, compliance, and peace of mind.” Subject to similar oversight and regulations, bookkeeping and accounting often get outsourced. If you’re not a financial expert, becoming one while running a business is almost impossible. As with payroll, there are processes, compliance standards, tax payments and the number crunching to keep up to date with. In light of the technical skills involved in areas such as accounting, payroll, and bookkeeping, outsourcing emerges as a practical option for many. The benefits, ranging from cost savings to accessing specialised expertise, can prove invaluable for businesses looking to maintain a competitive edge. That said, it’s not right for every business, and choosing to outsource should be approached carefully by evaluating your needs and circumstances. To help you out, here’s a mini checklist for businesses considering the move: OUTSOURCING EVALUATION CHECKLIST: Core Competency Analysis: Is the task in question central to your business, or is it peripheral? Financial Evaluation: Would hiring a full-time employee for the role be more cost-intensive than outsourcing it? Expertise Assessment: Do you have in-house expertise, or would an external expert offer better value and accuracy? Time Allocation: Could your time be better spent focusing on growth strategies and core operations than this task? Scalability: As your business grows, will it be easier to scale up with an outsourced service than an in-house team? Flexibility: Would outsourcing provide more flexibility in terms of adapting to the evolving needs of your business? Risk Management: Do you have the resources to stay updated on regulations, compliance, and potential pitfalls in areas like payroll or accounting? By working through this checklist, businesses can better understand whether outsourcing aligns with their strategic goals and operational requirements.
Good luck!
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FINDING YOUR PURPOSE
CARMEL KHALILIAN
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n business, we often concentrate on the what and how of an enterprise. Of course, these are essential factors, but we must be mindful of not leaving a crucial question unexplored. As an Architect, Urbanist and Entrepreneur, I’ve found that considering why is not just an intellectual pursuit; it’s the beating heart of an organisation, the driving force behind its journey and, as a result, I have made it central to my practice.
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Reflecting on my career, I see that my more noteworthy achievements have sprung from a deep understanding of my why. My journey began at a local architecture and development firm. I unearthed a passion for collaborative design and communication across diverse stakeholders - from on-site builders to in-office engineers, and from clients to the broader community. This collaborative approach defined how I wished to work, but uncovering why I was doing it was vital.
their diverse needs at the heart of the project. Bingo; I had found my why.
As time went on at the development firm, I started to observe a stark contrast between the enthusiasm felt by clients and developers and the frustration felt by the communities they impacted. I realised that if one designs for people, one must place
Since venturing into entrepreneurship, I have spearheaded diverse projects, championed city-wide agendas, engaged in participatory master planning, and co-designed concepts for various spaces. Alongside these
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With my why defined, I embarked on a mission of connecting people with their built and natural environments - to balance the need for profitability with the needs of those using the spaces we develop. That mission led me to further my specialisms in urban development and planning at University College London and, ultimately, to set up my own business.
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JAN 2024 endeavours, I continually revisit and reinforce my vision for why I do what I do, striving to contribute to transforming city planning alongside a network of like-minded individuals. I have found my why, now it’s your turn. I have written a guide through the process of discovering your business’s purpose. I appreciate not all of these points will relate to your own business, but I hope it gives you some food for thought.
Turning Purpose into Action: Solving Problems A successful business should focus on solving real-world problems. Identify the pain points in your life or those of others that align with your purpose. Your business will inherently resonate with your audience by aiming to make a difference and offering solutions. Align your purpose with the problems you intend to solve, creating authentic connections with your customers. Discovering your purpose is the cornerstone of building a thriving business. Your “why” is the authentic reason behind your journey, reflecting your values and beliefs. Start by introspecting your passions and the driving force that transcends mere profit. Your purpose acts as a magnetic force, attracting customers who share your values and fostering unwavering loyalty.
Market Research: Where Purpose Meets Demand Understanding your market and validating your idea’s potential is crucial. Dive into market research to ensure genuine demand for your product or service. Analyse competitors to uncover gaps your purpose can fill, setting your business apart. By grounding your idea in market realities, you increase the likelihood of success while staying true to your purpose.
Fostering Collaboration: The Power of Collective Purpose
share your purpose and promote open discussions. Embrace the collective power of “we,” leveraging your team’s insights to refine and fortify your concept. A shared sense of purpose breeds a resilient, motivated workforce that propels your vision forward.
Visualising Impact: A Guiding Light Visualising the impact of your business idea is a potent tool for refining your purpose. Envision the positive change your product or service can bring about, both for your customers and the broader community. This practice fuels your passion, keeps you aligned with your purpose, and serves as a guiding light throughout your entrepreneurial journey.
Embracing Adaptability: The Dynamic Force of “Why” Embrace adaptability as an essential aspect of brainstorming. Be open to refining your vision based on new information and insights, understanding that your purpose may evolve alongside your business idea. By embracing adaptability, you foster innovation and resilience, making your purpose a dynamic force that propels your success. Discovering your purpose is a pivotal step in brainstorming a successful business idea. Infuse your concept with the essence of your “why,” identify problems that align with your purpose, validate your idea through market research, and cultivate collaboration within your team. The process of establishing your “why” is iterative, and revisiting it helps you stay aligned and adaptable amidst changing circumstances. Visualise your venture’s impact and remain open to adapting in your pursuit of success. By incorporating these key concepts, your business idea will go beyond a mere product or service, becoming a purposedriven journey that leaves your indelible mark on the world.
Encourage collaboration and diverse perspectives during brainstorming. Surround yourself with individuals who
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DAVID REVAGLIATTE
REDUCING RED TAPE: IMPROVEMENTS TO GIBRALTAR’S BUSINESS LICENCING
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mentor once told me that starting a business requires determination, patience and hard work. What I didn’t realise, however, was that I would need all three things just to get my business licence…
Ok, Ok, I admit that I am exaggerating somewhat, but I do remember it wasn’t the easiest of processes to go through at the time. And, it seems, I wasn’t alone. Francis Muscat is the CEO of Gibraltar’s Office of Fair Trading (OFT), leading a mission to ‘reduce red tape’ and ‘enhance Gibraltar’s business environment’.
SERVICES CATEGORIES The new regulations eliminate the need for service providers to categorise their businesses using the broad licencing classes from the old Act. Instead, applicants will select the nature of their service from a more suitable list, reducing the need for additional information requests from the OFT.
As part of this mission, Francis and his teams at the OFT recently introduced significant changes to the business licencing process. These changes simplify and expedite the licencing procedure, making it more transparent, efficient, and beneficial for applicants and the OFT.
Here’s a summary of the changes and what they mean: SIMPLIFIED APPLICATION PROCESS Under the OFT’s new regulations, applicants can now directly submit a consolidated application form to the OFT without the need to publish adverts first. This streamlines the application process and allows the OFT to address any issues promptly, saving businesses time and money. Moreover, objection notices will be published on the OFT’s website, and applications can be made conveniently online through the Government of Gibraltar’s gov.gi platform. QUICKER APPLICATION PROCESSING To expedite the licencing process, the OFT commits to uploading applications onto its website for objections within five working days, assuming all relevant information has been submitted. After the objection period, the OFT will have 10 days to issue the licence, providing applicants with faster responses.
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TWO-TIER APPEAL PROCESS Applicants dissatisfied with the OFT’s decision can now appeal to a new Decision Making Committee (DMC) composed of a Chairman and representatives from the Chamber and GFSB. These appeals aim to be quick, simple, and cost-effective, avoiding the need for a formal court process. If the appellant remains unsatisfied with the DMC’s determination, they can still appeal the OFT’s decision to the Court. SIMPLIFIED LICENCE FEES The new regulations introduce a simplified approach to licence fees. Traders and service providers will now pay a single licence fee, irrespective of the number of goods traded or services provided, removing the previous cumulative fee structure.
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DISBANDING THE BUSINESS LICENCING AUTHORITY (BLA) With the goal of streamlining operations, the BLA will be disbanded, and all licence applications will be processed directly by the OFT. The OFT will consider applications based on clear licencing policies, eliminating delays associated with referral to BLA meetings.
tax and social security obligations during renewal. This ensures an up-to-date licence register and a level playing field for all businesses. ENFORCEMENT POWERS The Fair Trading Act 2015 Review introduces a sliding scale of enforcement powers to effectively and proportionately deal with licencing non-compliance, aiding the OFT in maintaining a fair business environment. BUSINESS LICENCE REGISTER The Business Licence Register will be readily accessible on the OFT’s website, promoting transparency and public access to information. OPERATING WITHOUT A LICENCE The new regulations highlight certain offences, such as conducting business without a valid licence or failing to display a business licence on the premises. Additionally, engaging in business with an unlicensed entity after being notified by the OFT is considered an offence. OTHER CHANGES TO NOTE As well as the main changes mentioned above, the Fair Trading Act 2015 Review includes provisions for agreed settlements in consumer complaints, allowing the OFT’s consumer protection team to mediate settlements between complainants and businesses. What’s more, licenced businesses can now complain to the OFT when they are in the position of a consumer, extending their rights to address relevant matters. These changes are expected to benefit local businesses and the OFT, creating a more conducive economic growth and development environment. For more information on these changes, visit www.oft.gov.gi/
LICENCE CONDITIONS The OFT gains the authority to impose new conditions or amend existing ones after licences have been issued, provided that specific circumstances defined in the OFT policy apply. This will help support start-ups, protect consumers from harmful business practices, and maintain a level playing field among businesses. Decisions made by the OFT regarding licence conditions will be subject to appeal. NEW RENEWAL PROCESS Licence-holders will now be required to confirm that their details remain unchanged, their premises are the same, and they are up-to-date with
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The Gibraltar tax facts 2023 leaflet is here. Also available from our offices at Regal House, Queensway. EY Gibraltar +350 200 13 200 Visit ey.com/gi
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