EP Business in Hospitality Issue 53 - April 2015

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Exclusive supplier of Moravian wines in the UK Vinovitaj is a company supplying Moravian wines to the UK market. It can call upon many years of experience as a family wine business in Zlín in the Czech Republic. For 3 years supplying the UK market – we have experienced growing interest in our wines. We introduce high-quality wines from South Moravia, because – very simply – they are still missing here. Currently there are over 30 types of Moravian wines on our wine list. You can find there usual varieties such as Pinot Gris, Sauvignon Blanc or Riesling, but also litle known types such as Palava, Welshriesling, St. Laurent or Lemberger. We believe that the wine will find its place in UK and the customers will love it as much as we do. www.vinovitaj.com Andrew Scott is founder and director of Scott Hospitality Services Ltd, a Catering and Hospitality group which owns and manages several successful businesses in central Scotland. With over 25 years experience in the hospitality industry, including successfully running private sector businesses. Andrew has now been self employed for over 11 years. HCIMA (MiH) qualified. Andrew was awarded the HiT (Hospitality Industry Trust) Scotland 2012 Entrepreneurial Caterer of the Year as well as being a HiT Scotland 2014 Scholar. Within the portfolio, the award winning Heaven Scent has rapidly grown over the last few years. In March 2015, SHS launched Heavens Above, a unique dining experience with access gained through The Fridge With this experience behind him, Andrew decided it was time to launch his exciting venture of Victus. Core services of Victus include: Start up catering businesses Improving Existing businesses Profitability and identifying unnecessary costs Staff training Mystery guest visits Business development Auditing Health checks On the back of the instant success of Victus, Andrew released his first publication available on Amazon. Andrew has now embraced public speaking and mentoring following the publication. His diary for 2015 is rapidly filling, but will always be available for consultation. www.victusconsultancy.co.uk | @victuscatering | m: 07732 454639
Carolyn Hails | Opinion Inside the mind of the customer In 2015, knowledge is power – power to the customer. Armed with social media and real-time trends, people’s expectations are high. So, how do you survive in this brave new world? We live within a superfast, well-informed society with real-time trending and social media channels instantly feeding the knowledge of consumers. Armed with high expectations, customer needs and desires are more demanding then ever. The game has changed; to survive, we have to compete head-on with the outside world. Forget the dark days of winter when consumer spends are traditionally restrained and cash sales are depleted – we must focus on change. Spring is the perfect time for brushing away the cobwebs and planning something fresh and exciting for your catering facilities. It doesn’t have to be anything too grand; often the simplest of ideas drive the biggest rewards for your customers and for you. Re-engage with your building, take the time to talk to your colleagues, clients and customers; get to know who they really are and, most importantly, what they really want. Are they satisfied? What are their expectations? Did you know that 96% of unhappy customers don’t complain, they simply don’t come back? Satisfaction is the best indicator of how likely it is a customer will return to your facility and how much they will spend. It, therefore, has to be a key element of your business strategy. Truly satisfied customers contribute 14 times more revenue than somewhat dissatisfied ones. We saw in 2014 that value for money was still a top priority for the majority of consumers, but it’s the value of the product or service that prevails, not price alone. The true driver to increasing cash sales is not just to create value, but also to provide an experience. According to Forrester’s Customer Experience Index, customer-centric “ Satisfaction is the best indicator of how likely it is a customer will return to your facility and ho w much they will spend. It, therefore, has to be a key element of your business strategy. Truly satisfied customers contribute 14 times more revenue than somewhat dissatisfied ones ” companies have gained 43% in overall performance compared to a 33.9% decrease for those companies that have neglected the customer experience. In 2015, companies will recognise that a better customer experience will improve customer satisfaction, increase loyalty and improve retention. It also generates trust; among the top British companies that have gained our trust in recent years are John Lewis, Virgin Atlantic, QVC and First Direct. To quote Sir Richard Branson, “The brands that will thrive in the coming years are the ones that have a purpose beyond profit.” And he believes the three ‘Ps’ to business success are ‘Profit, People and the Planet’. So let us compete with the outside world, take a fresh look at our facilities and get inside the mind of our customers. Co-create new initiatives and service offers with them and for them. Inclusion is integral for future loyalty. Remember, we must stimulate, personalise and delight to win hearts and minds. To do that, we must create the best possible customer experience. Carolyn Hails Director of Thinkspace Partnership Ltd epmagazine.co.uk | 39
Page 1 and 2: April 2015 | £5.00 epmagazine.co.u
Page 3 and 4: Chris Sheppardson | Welcome BUSINES
Page 5 and 6: 16 30 Inside this issue | Contents
Page 7 and 8: Traditional values | Feature BREAKI
Page 9 and 10: Catherine Roe | Business A QUIET TR
Page 11 and 12: Andrew Williamson | Opinion Employe
Page 13 and 14: Danny Pecorelli | People Nick Dawe
Page 16 and 17: Dominic Lake | Entrepreneurs CHAMPI
Page 18 and 19: David Simms | Business A HANDS-ON A
Page 20 and 21: British hospitality | Feature THE R
Page 22 and 23: British hospitality | Feature MORE
Page 24 and 25: Events sector | Business COVERING A
Page 26 and 27: French cuisine | International WHER
Page 28 and 29: Colin Bailey | Business WHEN CULTUR
Page 30 and 31: Double Dutch | Entrepreneurs MIXING
Page 32 and 33: CHECK IN THE DEFINITIVE GUIDE TO TH
Page 34 and 35: Thomas Franks | Business MORE TO TH
Page 36 and 37: Leadership | Management LEADING FRO
Page 40 and 41: Czech wine | International MORAVIA,
Page 42 and 43: Networking | Management THE CRAFT O
Page 44 and 45: Food waste | Campaign WASTE NOT, WA
Page 46 and 47: Peer advisory groups | Management N
Page 48 and 49: Le Cordon Bleu | Feature CELEBRATIN
Page 50: Hamish Cook | Opinion The right stu

EP Business in Hospitality Issue 53 - April 2015

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