The Conversation
JOHN BRENNAN CHIEF EXECUTIVE OFFICER JURY'S INN
singles out a few of the clutch of awards enjoyed by some of his 2,000 employees: the National Gold Award for Outstanding Customer Service (and four other customer-focussed accolades) won by Christina Dixon of Jurys Inn Liverpool at the Enjoy England Awards for Excellence in 2010. While Jurys Inn Islington’s F&B Manager Rodrigo Barraza was one of only five people shortlisted in London for the Outstanding Customer Service award at the 2010 BT Visit London Awards. There are too many other accolades to list here but perhaps one stands out, reflecting Brennan’s input over the last few years. It’s the Most Improved Business Brand 2009 based on the results of BDRC's annual British Hotel Guest Survey. Guests rate Jury’s higher than its three star status and Brennan believes that’s because of the consistency of service and amenities that are more typical of a four star hotel, such as 24-hour staffing, separate bar and restaurant and large and welcoming reception and public areas. It’s a strong value proposition, Brennan believes. “It’s the right positioning for
the right time,” he says, and recognises that there is a huge opportunity for them in the government sector. “Corporate customers are trading down and they’re very comfortable with what they’re getting for that price. We’re promoting value to travel buyers, while travellers are not being put in a position where location or facilities will fall short. ” Each property goes for a diversification of clients, preferably one or two larger accounts backed up by smaller ones. “We don’t want all our eggs in one basket,” explains Brennan. Thus, middle ranking officials from companies in financial services, bankers and insurers rub
"We used to be described as superior budget but that’s no longer the right description. We offer a credible alternative to four star and budget hotels"
shoulders with SMEs in the consultancy, accountancy and construction industries. Jury’s Inns also satisfy those corporates looking for sustainable travel suppliers. Many of the above-mentioned accolades for Jury’s recognise its green credentials as sustainability is one area that Brennan takes very seriously. “I’ve spent time on green initiatives,” he says modestly. “It’s good because our customers want it, our employees want it and it’s good from a cost perspective. We’ve saved £300,000 in energy costs alone.” In January last year, Jury’s Inn became the UKs first Green Hotel Group as recognised by the Green Tourism Business Scheme. The future’s looking rosy. Brennan's goal is to double in size in terms of profitability in the next five years. “We used to be described as superior budget but that’s no longer the right description,” he explains. “We focus on the mid market, offering a credible alternative to both four star and budget hotels. “In five years we will have another six hotels and be up to 40 hotels, plus we’re spending a lot of time developing our existing properties.” In the next 12 months, Portsmouth, Newcastle Gateshead Bridge and extensions to the Islington and Edinburgh properties will open. The group is also looking for second hotels in several
locations, including Edinburgh, Birmingham, Manchester, Oxford and Cambridge. “It’s about prime, urban locations; it’s not about how many, but the right locations,” explains Brennan. By location, they’re fighting for the same sites as Holiday Inn, Novotel and the top end of Premier Inn. For the travel buyer, Jury’s Inn offers a product that ticks many boxes to suit the new world order of frugality.
John Brennan joined Jury’s Inn from Four Seasons Hotels & Resorts where he was regional vice president, looking after the company’s hotels spread over four countries. He was part of the senior leader- ship team which led a variety of HR, F&B and new opening projects for the company. He has extensive inter- national experience, in the USA, Japan, Malaysia, Hong Kong, Hungary and the Czech Republic. He has worked in the hotel business all his career, following in his father’s footsteps who was previously Group GM of the Doyle Hotel Group. He is a keen sports fan and rugby follower and passionately supports the Irish Rugby Team. His wife Doris is also established in the tourism industry.
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