EP Business in Hospitality Issue 48 - January 2014

PEOPLE
The business of
Lucknam
Lucknam Park is a beautiful manor house deep in the Wiltshire countryside.
A timeless British classic. SARA STEWART met with HARRY MURRAY MBE, Chairman
of Lucknam Park, to talk about how he has led the hotel’s evolution to
become one of the UK’s leading operations PHOTOGRAPHS: Nick Dawe
On occasion, you come
across a partnership
so natural it is as though
it was fated to be.
Lucknam Park and
Chairman Harry Murray MBE is one such
example. It is easy to be superficial and
note their many accolades, but it is
important to understand both their
stories and how the partnership came
together. Great hotels are often run by
hoteliers with their own great stories.
Harry is one of three sons, is father to
three sons and proud grandfather to ten
grandchildren – nine of which are boys.
Harry was headhunted by the Greek
business owner of Lucknam Park from
his role as managing director at the Cape
Sun Intercontinental. He had moved to
South Africa with his wife and family
after many years running the Imperial
in Torquay. During his tenure at the
Imperial, the hotel prospered and thrived
just as the Majestic in Harrogate had
when he managed that. Harry’s
reputation was already secure before he
accepted the challenge of Lucknam Park.
Lucknam Park was built in 1720 and
has been owned by six families. It first
belonged to a Bristolian merchant who
traded in wool. One such transaction
resulted in him buying tobacco, a highly
profitable sale, which afforded him the
purchase of Lucknam. Decades after the
wool merchant and subsequent owner
families, Lucknam was bought and
turned into a hotel in 1987. Sporting four
Black Stars, 42 bedrooms and beautiful
acreage, when presented with the option
to take on Lucknam Park in 1997, Harry
stated his vision was “to be the best hotel
of its kind in the country” and to that end
Harry set about moulding the business
and its development.
“Lucknam Park’s
highly motivated
and skilled team
are passionate about
quality standards”
The rooms and public areas were
all refurbished. All the work was in
keeping with the old building and
centres around a delightful courtyard.
Lucknam is traditional both in its decor
and quintessentially British service
and attention to detail.
In 2008, a magnificent spa and
brasserie were added. The brasserie
complemented the main restaurant that
now boasts a Michelin star, but before
the brasserie was built, guests would look
for something a little lighter for lunch
and, although there was an agreement
with the local pub, the feeling was that
the hotel was missing a trick by not
catering fully for the needs of their
customers. Today, the brasserie is fully
utilised by guests staying at Lucknam
and by the members of the spa and
general public.
So how does it all work together? For
Harry, there is a simple answer to this
question and indeed one he has been
asked on many occasions – the staff
all have to work as a team, each feeling
that their job is important and having
a leader who listens to their comments,
from the young housekeeper to the head
chef and general manager.
It is also imperative that the guests are
listened to. There are endless pointers
and indications of improvements that
can be gleaned from a conversation
with guests and, above all, service is key.
The staff at Lucknam Park all have their
own copy of ‘The Vision’ and ‘Mission
Statement’, contained on a small card
and carried by every single member of
the household.
The Vision – to develop Lucknam Park
as the best country house hotel and spa
in Britain.
The Mission Statement – Lucknam
Park’s highly motivated and skilled team
are passionate about quality standards
and service excellence and consistently
aim to exceed customer expectations
with continuous improvements.
EP | January 14 | 23