Peter Banks is giving out books. They’re copies of one of his favourite novels, Shane by Jack Schaefer, and he’s milling around Rudding Park Hotel, dropping them off with various former colleagues as leaving gifts. 

That’s because, after spending the best part of three decades creating Britain’s best hotel, he’s just called it a day. He hasn’t been on the payroll at Rudding Park for a couple of weeks now, but his bearing is of a man still in his own domain. It’s clearly hard to let go. 

In an exclusive interview with the Stray Ferret, he told us: 

“I’m a rescuer, I’m a sorter-outer. When there’s a problem, I know what to do and what to say to people to get them to come out with the desired result. It’s incredibly stressful but incredibly flattering being at the centre of all that.

“I’ve been mainlining that for 28 years. When all of a sudden that goes, it’s like your dealer’s left town, he hasn’t given you a forwarding address, he’s not answering your phone calls, and you’re going ‘cold turkey’. It’s pretty brutal.” 

If it sounds like a strong drug, perhaps that’s because Peter’s first ‘hit’ was so powerful. A self-confessed “gobby idiot” as a boy, his careers master – who despaired of his “scattergun humour” – told him: 

“Banksy, you ought to try something with your mouth, not your brain. Try hotels.”

Rudding Park

‘An exercise in survival’

So following a “good education”, thanks to a bursary at Christ’s Hospital, the Tudor-era independent school in West Sussex, he left to become a management trainee at the Savoy in London. 

He said: 

“I still remember to this day going into the kitchen of the Savoy as a spotty 17-year-old, and there was this maelstrom of noise.  

“The head chef was there with his massive, tall hat, and it was all in French: ‘Ça marche! Envoyer!’, ‘Oui, chef – coming now!’. And all this food would arrive out of various areas and would be put together on the hotplate. It was like an ocean-going liner’s engine room, there was that much going on.  

“And then these incredibly glamorous, good-looking Italian waiters with dark, swept-back hair and flashing brown eyes, wearing tailcoats and stiff collars, glided into this maelstrom of noise, picked up these beautiful trays of food and then went back out of the swing doors.  

“We followed them out, and there was a string quartet playing in the Thames Foyer, and I just thought it was so glamorous. I thought, this is the job for me. I was hooked.” 

The highs were offset by some alarming lows, though. Assigned to the meat department on his first day, within 10 minutes a “massive” butcher tried to strangle him in a pitch-black service lift simply because he didn’t like management trainees. On another occasion, he was kicked headfirst into a hot oven by a disgruntled chef. It was, he says, “an exercise in survival”. 

But it also gave him a thorough grounding in every aspect of the business, and during his five years there Peter worked as a waiter, barman, chef, fruit-and-veg porter, switchboard operator, housekeeper, receptionist, cashier, maintenance man and even ‘carpet spotter’, getting burns and stains out of carpets. 

He then took his skills to Scotland, working, “drinking and playing a lot of golf” at the Old Course Hotel in St Andrews, before moving back to London and the Hilton on Park Lane, which was, he says, “an absolute zoo”.  

He says: 

“The manager would say, ‘You’ll never get anybody’s respect until you sack someone!’. I disagreed. 

“I hated working there. I used to come out of Hyde Park Corner tube station each morning and see the Hilton in front of me, and I’d be really disappointed that it hadn’t burnt down in the middle of the night!” 

But it was there that he was told to “look after our guests as if they were your guests in your home”. He says: 

“If you do that, 999 times out of 1,000 you’re going to get it right. If this person was a guest at my house, what would I say to him? You wouldn’t say ‘The kitchen’s closed’ – you’d rustle him something up.” 

It was an approach that he’d never forget and that would serve him well at his next posting, which he secured after seeing a small ad posted by a brand-new hotel in The Caterer. If the Savoy, the Old Course and the Hilton were ‘gateway drugs’, he would find his main fix in Harrogate. 

Rudding Park Spa

Rudding Park

The manager at the Hilton had told Peter that moving up to Yorkshire would be the “death of his career”, so when he and owner Simon Mackaness launched the brand-new Rudding Park Hotel on April 15, 1997, he set out to prove him wrong.  

Initially only in charge of housekeeping, bedrooms and reception, he soon started accumulating extra responsibilities, and within a few years he was in charge of the whole thing. Gathering the staff, he told them: 

“First of all, we’re going to be the best hotel in Harrogate. Second, we’re going to be the best hotel in the north of England. Then we’re going to be the best hotel in England, and then we’re going to be the best hotel in Britain. That’s where we’re going from here.” 

Commercially minded, he did leave for a stint to open his own boutique restaurant with rooms in Southwold, Suffolk, while still working for Simon Mackaness two days a fortnight. Sutherland House was the first in the UK to list food miles on the menu, and was already winning awards within a year of opening, but Peter got bored and came back to Yorkshire. 

He said: 

“I was polishing glasses at 12 o’clock at night, and I realised that it didn’t matter whose glasses you were polishing, you’re still polishing glasses at midnight.” 

Returning to Rudding Park, he oversaw the most dramatic programme of expansion and upgrade seen by a Yorkshire hotel in decades. 

An £8 million project in 2010 doubled the number of rooms to 90, which meant that staff numbers doubled too. In 2017, a £10 million scheme saw the launch of the spa, requiring a further 50 employees. 

Under his management, Rudding Park’s turnover grew from £2m to £28m, and staff numbers ballooned from 20 to 400.

Along the way, the hotel has collected scores of awards, including the “industry Oscar” that Peter says he’s proudest of – the Independent Hotel Catey of the Year in 2019, which marked Rudding Park out as the best hotel in the UK. 

He says: 

“That vindicated all the work and stuck two fingers up at everyone who laughed at me for coming up here.” 

Highs and lows

He’s also welcomed some extremely high-profile guests. He’s taken President George Bush Sr (“a real gentleman”) for a golf-buggy tour of the grounds, had Archbishop Desmond Tutu (“a funny guy”) taking a turn on reception, and even caddied for President Bill Clinton. He says: 

“Clinton was incredible. I thought that I was immune to charisma, but he had that incredible skill of making you feel like the most wanted, important person in the world. He left the room and it felt strangely empty, and then you realised it was because he’d gone out. Amazing.” 

The satisfaction he takes from the Catey win is made all the sweeter by the fact that his time at Rudding Park has not been a uniformly easy ride: there have been hard times too. 

In 2008, a couple who were regular customers were tragically killed when their helicopter crashed in the grounds, and in another incident, a colleague died on duty when struck down by a heart attack. 

Then there was covid, which played havoc with the hospitality industry worldwide and forced many hotels and restaurants to close permanently. After a fortnight of tense uncertainty under lockdown, staff were furloughed and Peter set about keeping them active and engaged, as he recounted for the Stray Ferret in 2020. But although he acknowledges the wider catastrophe, his feelings are not all negative. He says: 

“In an ironic, strange way I almost enjoyed covid after those two weeks, because it was problem management: who can be quickest, who can be most creative?” 

That fleet-footed flexibility is a quality that hotel managers have always needed to have, but some things are not the same as they used to be. So just what has changed over the 38 years Peter has been in hospitality? He says: 

“It’s much better. There’s none of the ‘homicidal chef’ activity going on. There’s none of the monstrous abuses of power that I experienced at the Hilton.  

“Also, when I started, the guests would accept a lot more, but now – with all the TV shows like Ramsay’s Kitchen Nightmares – they’re all ‘experts’.  

“Social media has made our job a lot more difficult – anybody can say whatever they like about you and your property to the whole wide world, and you have no recourse. 

“They slag off staff as well. I’m big enough and ugly enough to take it, but when they have a go at the staff, it demotivates the team. Some of them might leave. If we’re not careful, we’re only going to be left in this industry with people who don’t care – and then it really will be bad.” 

He adds: 

“Every time there’s a complaint, that’s a scar on your back. In this industry, you don’t so much get physical injuries, but you end up carrying scars on your soul – if you care.” 

How is his soul? 

“Fairly scarred.” 

But that’s not why he’s left Rudding Park. That has far more to do with wanting to spend more time with his family, whom he feels he has neglected for decades. He says: 

“My eldest son is 28 and I’ve spent one Christmas with him. That’s how much dedication you need to this job. It crucifies you. I’ll never ever have that chance again. 

“To work as hard as I have for 38 years, you need to want it and need it in equal measure, because you have to sacrifice so much. I still want it, because I still love the industry, but I don’t need it. My kids are grown up and ‘off the payroll’, so that’s it. Happy days. Somebody else can work Christmas Day.” 

Still only 55, he’s not planning on retiring completely. A second career as a hospitality consultant beckons, and he’s already got “nine or 10” projects to consider. 

But for the time being, he’s taking a three-month break, and today is handing out those books. But why has he chosen Shane? He says: 

“It’s all in the final paragraph. Answering the question of who Shane was, it says ‘He was the man who rode into our little valley out of the heart of the great glowing West, and when his work was done, rode back whence he had come, and he was Shane’.

“I sometimes feel that I’m the Shane of the hospitality world. I rode into this little valley, not meaning to stay here as long as I did, but my job is done now. 

“It’s a young man’s game.” 

Read more:

• Rudding Park to open fine-dining restaurant
• Rudding Park’s managing director Peter Banks to retire
• Harrogate’s Rudding Park expansion approved

A leading Harrogate hotelier says new rules which see calories listed on menus are “bizarre”.

Restaurants, cafes and takeaways with more than 250 staff must print how many calories are in meals on their menus, websites, and on delivery platforms.

Peter Banks, managing director of Rudding Park, said:

“From an industry perspective, it is bizarre.

“Why is the number 250? It’s an entirely arbitrary figure. Surely it’s nothing to do with the number of people you employ, it’s to do with the number of calories.

“It means a business that might employ 200 people for example doesn’t have to put calories on the menu, which makes no sense.”

Peter Banks, managing director of Rudding Park in Harrogate.

Mr Banks said other problems included it being a huge task to get the calorie information for dishes, making it more difficult to change or update the menu.

He added that guests were also being put off from ordering food.

He said:

“The big one last week was a lady ordered cauliflower cheese and broccoli for her main course. When it was pointed out that these were side dishes, she said she only had a 2,000 calorie daily allowance so couldn’t have anymore.

“This means it is limiting spend in restaurants. We have certainly noticed a decrease in the number of puddings being ordered.”

Read more:

• Pret A Manger set to open in Harrogate ‘very soon’
• Harrogate sandwich shop re-opens after 2 year closure

He stressed that he understood what the Government was trying to achieve and agreed that action needed to be taken to tackle the obesity crisis.

However, he added:

“I’m not sure it’s a very well through piece of legislation. Diners should be given a choice. If they want to see a menu with calories listed then they should have that option. This way it’s forcing it down their throats. It’s really strange.

“It’s another layer of admin, it’s another layer of costs.

Also, how are the Government going to monitor if the number of calories is correct? Is there going to be someone coming around to weigh how many potatoes are in a dish? How are they going to enforce it?”

Members of the F45 Harrogate gym, on Albert Street, have mixed opinions on the new legislation.

Georgina Lambley said:

“Personally I don’t mind it and I find it useful for tracking calories. However, I think it’s detrimental to the mental health of many people such as those battling eating disorders.”

Megan Rose said she had mixed feelings.

She said:

“I understand that on one hand there is an obesity epidemic in the UK and this is another way of tackling that.

“On the other hand, I used to have an eating disorder and would have found it crippling when I was at my lowest. I have heard however that restaurants are still able to offer calorie free menus for those that are prone to disordered eating.”

However, Sarah Hart said it was a positive change.

She said:

“I think it’s a great idea and helps guide choices – thumbs up from me!”

Richard Hall added:

A leading Harrogate hotelier has said the hospitality sector grew “fat and lazy” on cheap labour from Europe and has been forced to pay better.

Peter Banks, managing director of Rudding Park, said some bar and kitchen staff were now earning £13.70 an hour and could earn almost £29,000 a year for a 40-hour week if they were prepared to work anti-social hours.

Mr Banks’ comments came during a speech at Harrogate District Chamber of Commerce last night about the lessons of covid.

He said the sector had suffered from the impact of lockdowns and ‘furloughitis’, whereby staff that had spent eight months of the year being paid 80% of their wages by government had reappraised their lives and decided against a career in hospitality.

Staff recruitment and retention, he added, was now a “serious issue” and had forced pay increases. He said Rudding Park now paid an extra £1 an hour for working after 7pm and an extra £2 an our for working weekends.

The hotel has also introduced service charges for the first time, further boosting staff wages, he added. Mr Banks said:

“We have grown fat and lazy on cheap labour from Europe. Whether you are a Brexiteer or not, the rules have changed. We are not going back.

“It’s no good raging against covid. It’s no good raging against Brexit. We’ve just got to get on with it.”

Read more:

• Rudding Park named hotel spa of the year in global awards
• Harrogate Station Gateway set to be given go-ahead this month

‘Thrown under a bus’

Mr Banks said Prime Minister Boris Johnson “threw us under a bus” during the first lockdown in March 2020 as hotels were forced to close without any support.

Rudding Park came within weeks of closing, said Mr Banks, adding that he told all 320 staff the business might survive until July if they accepted a 40% pay cut.

Chancellor Rishi Sunak then “rode to the rescue’ by introducing the furlough scheme, Mr Banks added.

He said the two years since has been a rollercoaster ride of adaptation.

Mr Banks said Rudding Park no longer accepted cash, which required three person days a week to count. It had also centralised ordering food “because we had five different kitchens and five different chefs ordering their own stock”.

He advised others in hospitality to “stretch the rules a bit, don’t just sit their passively and be creative”. He added:

“Don’t waste a good crisis. there’s always something you can learn from it.”

In the latest in our series of personal reflections, Peter Banks, managing director of Rudding Park, takes us through the radical changes of his year.

January

Reports of an Epidemic in China. We seemed to think it was a purely Chinese problem.

I attend the Hotel General Managers conference in London on January 20-21; the key note speaker was a futurologist, some bloke who is supposed to be able to tell us what the trends and issues are coming in the future. Not ONE mention of a global pandemic – some futurologist he was. I wonder if I’d get my money back……..

February

Italy suffers really badly with overflowing hospitals and whole towns shut down. We still allow our population to go skiing to Italy. We watch in horrified fascination, a sort of voyeuristic “rubber-necking” at a crash on the motorway. We still refuse to believe it will happen to us.

March

Spain and France are the next countries to suffer and impose severe lockdown and curfews. We follow the “herd immunity” theory and allow Cheltenham races and European football matches to go ahead.

March 16 – Boris throws the hospitality industry under the bus when he tells the population not to go to pubs, restaurants or hotels. 500,000 hospitality jobs lost in one week as a tsunami of cancellations hits us. I convince all of my team to take a 40% pay cut to see us through to the end of June.

March 20 – Guests are leaving on the Friday night, in tears, telling me I should be shut now. The feeling is of a country on the verge of a war.

March 21 – I close the gates of Rudding and the hard work really starts as we try to contact every guest and alter their arrival dates. We try to move dates rather than refund as we are not sure how long we will stay cash liquid.

Rudding Park closes its gates as the coronavirus lockdown approaches

March 23 – Rishi comes to the rescue with the incredibly generous furlough scheme that saves millions of hospitality jobs and means that my team only need to take a 20% cut.

April

We have a skeleton team staying in the hotel for security, grass cutting and fire. I stay one week and start feeling like Jack Nicholson in The Shining. Less “Here’s Johnny!”, more “Here’s Banksy!”. Two of my team start a 100-day stint staying in the hotel. Respect.

We start talking with the bank for CBILS loans and overdrafts. I redo the budget four times before it is satisfactory. Frankly it’s all guesswork anyway as we have no clarity, no plan and no communication from the government. I imagine they are even more up to their necks in it than I am. The daily briefings become a depressing tally of cases and deaths, but there seems to be no clear planned escape route.

The weather is amazing, we would have been heaving at the golf, spa and terrace if we had been open. Heartbreaking. We start taking bets that when we reopen it will start raining.

May

I start going a little crazy as I am not shaving, polishing my shoes or ironing a shirt. This way lies madness so I start coming in to work every morning – in my suit, polished Oxfords and clean-shaven.

We reopen the golf on the May 14, and are given 24 hours to get the course open. Boris announces this in a sort of “off the cuff” manner on Sunday night. Great planning and great communication. Not.

June

Four balls allowed, I have my first contact from the EHO about the external bar at the golf. Apparently guests can bring their own beer from Sainsbury’s and drink it in the car park, or I can sell them beer and they can drink it on the side of the road. I can’t however sell them beer and they drink it on our terrace, or spread all over the estate. Social distance is possible over 200 acres, surely? Apparently not. Them’s the rules.

We try to keep our team engaged with volunteering for Ripon Walled Garden and the “Rudding Pop-up Litter Pick”. We collect over a tonne of rubbish from around Harrogate by hand.

Rudding Park staff went out litter-picking in the summer

July

Hallelujah!!!! We are open!!!

July 4 – Holiday Park reopens.

July 14 – Hotel reopens.

July 25 – Spa reopens.

We have planned and implemented so many Covid secure ways of operating: masks, visors, temperature checkers, apps, sterile cutlery bags, staggered dining times, online check in and out – the list is endless.

Staff return to work in a panic. They don’t know what they are allowed to do, are afraid of talking to guests – daily tears are the order of the day.

Guests are delighted to be back, and are very understanding. I (foolishly) hope that this will be a sea change in guest behaviour towards staff. This good behaviour lasts about two weeks before usual service is resumed. Silly old me, ever the optimist.

August

Steam rooms and saunas are still closed by law. This apparently is our fault and guests get really annoyed. I suggest that they write to Mr B Johnson, 10 Downing St, London WC1.

The world goes mad with the “Eat Out to Help Out” scheme. A month ago we weren’t allowed to see each other, now we are encouraging restaurants and pubs to be full. The irony! Still, we have to join in as we have to take the opportunity to make some money as the bank still needs paying.

Rishi announces a 5% VAT rate on food and accommodation. Tremendously generous and is the difference between many hospitality businesses being solvent or going bust.

September and October

The incredible demand continues and we are so busy. Some guests are Covid deniers and swear and shout at staff when we ask them to wear a mask or tell them what the “rule of six” means. Guests book two separate tables of six and then push the tables together.

The ridiculous curfew starts. Most guests behave and go to bed, some bend the rules by ordering room service drinks, then walking out of their bedroom and sitting in public areas in the hotel. Guests complain, swear and shout when we try to enforce the curfew. Again, a lack of clarity. I wonder whether the government actually asked an hospitality operator how these rules would work in practice. Somehow I doubt it.

November

Here we go again. Closed on November 4. This lockdown is not a real lockdown however – more of a just hospitality and retail closed. We use the time to refurbish the Clocktower restaurant – we can make as much noise as we want and not disturb guests.

December

The impenetrable tier system starts. Guests in Tier 3 are “advised” not to travel, but it is not illegal. This creates great confusion for guests: are they allowed to stay or not? We tell guests that they are “advised” not to travel, but we are open. The Government needs to make some unpopular decisions, that’s what leadership is about sometimes – you can’t always be everyone’s mate.

December 20 – The new variant is announced and the Government is finally forced into making an unpopular decision. At last he acts like a real leader. We have 45 rooms cancel for Christmas, but at least it’s clear. At last the communication is getting better.

We planned a different New Year’s Eve at Rudding. Because of the curfew we decide to be creative and change time! We will give every guest a watch with the time set two hours forward so that 10pm GMT is 12pm RPT (Rudding Park Time)!!! Therefore Champagne and pipers can happen within the rules at Rudding!

December 30 – Well this really is the icing on the cake. Nine hours’ notice to close as we go into Tier 3 at Midnight tonight. New Year’s Eve we should have been full. All of the food (turbot, venison fillet, lobster) all wasted, the time spent preparing the dishes, the administration of New Year’s Eve, The watches, the recovery packs, the marketing collateral for our Rudding Park Time – all wasted. They must have known this was going to happen, but to give us nine hours’ notice? I understand the danger of the virus – but a little more notice would have been appreciated. Nine hours? Really? If I ran a company like this – I would be out of a job – pronto. For a year of poor planning and poor communication this has got to be the absolute gold star award. No wonder the Prime Minister got Matt Hancock to deliver the news. Poor old Matt – always Boris’s Stooge…….

We decide to have New Year’s Eve on December 30, rather than 31. They might have cancelled New Year’s Eve, but not at Rudding!!!!! Music, balloons, time change, smoke machines, Champagne – this is our Dunkirk, I reckon.

Overall, a chastening year – battered, but still standing. Still trying to look after our guests, trying to understand the impenetrable fog of directives coming from government and trying to tread the thin line between financial success and failure.

What a year. Leadership, Communication and Resilience have been the watchwords of the hospitality industry.

If there’s one thing I’ve learnt in 35 years at the sharp end of hospitality, it’s that no matter how bad today has been – the world will continue to turn, the sun will come up. The key is how we frame tomorrow. As leaders that is our responsibility – let’s kick 2020 into touch and frame 2021 with energy, enthusiasm and positivity.

Bring it on.