This column has been written for The Stray Ferret by the Managing Director of Rudding Park Hotel and Spa in Harrogate, Peter Banks:   



I am an hotelier. Sadly, it defines my existence. For 35 years I have worked in, or managed, organisations that provide hospitality and welcome guests 24 hours a day, 365 days a year. I am part of the industry that never sleeps. Until now. The “clang” when I closed the gates was both literal and metaphorical.

Suddenly we have no guests, no staff, no reason to get out of bed. To say I feel rootless is an understatement. Strange times indeed.

 

The view of the pandemic from the Hospitality industry has been in five very distinct periods:

The first was the week when Boris told everyone not to go to the pub and restaurants, but gave us no support. In that week it is estimated that 250,000 hospitality jobs were lost. This was the worst five days in my career. We’ve built Rudding over 24 years, and in 24 hours it all came crashing down.

The second period was one of euphoria, when that wonderful Mr Rishi Sunak (I love him and want his babies!) announced the furlough scheme that saved so many hospitality jobs while the scheme lasts.

The third was one of acceptance and hard work, only 12 of us were not furloughed. We tried to understand how furlough worked, we closed the hotel, turned off all appliances, moved all the furniture, emptied freezers (how much vanilla ice cream does one operation need across five kitchens?) and dealt with a barrage of phone calls from guests who were trying to process the impact on their plans. One guest wanted to know what had happened to his bottle of gin that he had won as a prize in November and left at the Hotel. (yes – really!)

The fourth was settling in to the new normal; zoom meetings, moving bookings, remote working, and starting to understand the financial damage this has done to our industry. We sell serviced space, if we can’t sell that space it is exactly the same as a manufacturer having a warehouse fire and all of his stock going up in flames. Make no mistake, there will be many hospitality businesses (primarily stand alone restaurants), that will not reopen. The high street will be changed for good.

The fifth, and current, is where are trying to reimagine the Hotel of the future, with social distance built in, How welcome will guests feel going to a Perspex screen reception, ordering on an App rather than to a person, less service staff in the restaurant, how do you socially distance in a Kitchen,  booking slots in the steam room, additional and visible cleaning, temperature checks on staff and guests when walking through the door, your barman wearing a mask, 72 hours between hotel room occupancy, a cashless society, no flags on the golf course, no loo blocks open on the holiday park, what will our revenues be like….. The list is never ending and some will come true and some won’t – but the hospitality world that I have known will be turned on its’ head.

For an industry that only exists to facilitate social interaction, discouraging social interaction is against the very core of our being. We thrive on providing “hands on” personal service, and this will not be possible.

When this is all over, and we emerge from our caves, shaking our heads and wondering if it was all a bad dream, please go to your local restaurant, pub, hotel, golf course, holiday park or spa and give them your support. As Hoteliers and service professionals we need to look after people and make people feel happy. It’s why we do our job and it’s what we’re missing dreadfully.

As we say in Hospitality before a particularly difficult service --“I’ll see you on the other side”!