HOSPITALITY DEBATE IN ASSOCIATION WITH:
PRESENT: Richard Slater, Lancashire Business View (Chair) Purves Ali, Akbars Jen Briggs, James’ Places
Lindsay Campbell, Campbell and Rowley Darren Chaisty, Northstar / Ship Inn Lauren Chattein, Sodexo Live Nicola Clayton, Blackburn College Celia Gaze, The Wellbeing Farm Andrew Gardner, CJUK & Cummins Mellor Michael Huckerby, The Lawrence Hotel David Lyon, Blackburn College Maria Moriarty Eames, Marketing Lancashire
A LOT ON THEIR PLATE
We brought our top panel of hospitality industry experts to the newly refurbished Scholars Restaurant at Blackburn College to discuss the health of one of Lancashire’s key economic drivers
Maria Moriarty Eames – head of partnerships at Marketing Lancashire
The sector was massively impacted by Covid. Our latest figures from 2022 showed that in the county it had returned to around
95 per cent of pre-pandemic levels in terms of visitor numbers and economic value. We’re waiting on new figures but what we’re seeing is businesses that are doing things differently are the ones thriving.
They are looking at all aspects of their operation, including how to use technology in terms of booking and marketing as well as customer service and how the place feels when you walk in.
There are stats that show people are still looking for budget food and days out but it is the mid to top end of the sector that is doing better because people want to treat themselves and are happy to spend that little bit more.
When it comes to recruitment one of the big problems that we see in hospitality is the candidates aren’t there. Hospitality is a vocation and there is not enough desire to work in the sector. We need to talk more about the lifestyle and the positives of working in hospitality and the big steps that have been made.
Our tourism growth strategy focuses on hospitality being sustainable. It is more than biodiversity and the environment; it is sustainability of communities and the workforce and business longevity.
Andrew Gardner – chief commercial officer at CJUK & Cummins Mellor
We specialise in hospitality recruitment, front of house and chefs. The dynamics in hospitality have changed.
Previously chefs would be booked for a longer period of time. Now, because cost is key, they’re needed for two or three
days. It is very much on an on-demand basis.
In a candidate-short market, it is harder to find people, so we are building better relationships and trying to use tried and tested chefs.
Recruitment has also changed. The days of putting adverts out are long gone. Referral schemes are powerful. Because cost is key and every penny counts, we are building candidate pools. It is about being able to respond quicker.
It is hard to retain good people in hospitality. I’ve been in recruitment 30 years and worked for one of the biggest agencies. The first thing that I used to look out for when interviewing people were those that had worked in hospitality.
That was because they are hardworking, they have got great communication skills, they can multitask and they can work under pressure.
When it comes to restaurant service, I don’t need the owner to give me a hug when I walk in and make me feel I’m his best friend but it’s nice, isn’t it, how you feel.
Jen Briggs – head of HR and partnerships at James’ Places
Customers still want to come and spend. We have increased the cost of accommodation across our sites and people are still very willing to pay that fee.
We’ll quite often incorporate additional things to their booking, perhaps a dinner, bed and breakfast and a bottle of Prosecco, and people are happy to spend that money.
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