It has certainly been an eventful year and, to end 2024, we asked some key operators in the industry to tell us what their highs and lows have been. From Dundee to Inverness find out what they had to say.
We spoke Louise MacLean, Business Development Director, Signature Group; Billy Milligan, Director, Finsbay; Iain Reid, Director, The Tap Yard; Michael Bergson, Founder of Bucks Bar; John Black owner of the Fort Hotel. Scott Murray, Founder and CEO, Cru Hospitality; Libby Sutherland, Partner, Forbes of Kingennie Country Resort and Brandon Van Rensburg, Director, West Coast Hospitality.
WHAT HAVE BEEN YOUR HIGHLIGHTS/POSITIVES OF 2024?
Scott: Taking our top performers away on reward/training trips to Turkey and Thailand. Seeing the markets start to stabilise.
Louise: We were thrilled to be announced as one of the Sunday Times Best Employers and so much hard work went into that. In addition, we are still here! Still digging deep and being the best we can be. We took 7 of our team to Nashville in November for a research trip and that was one of the highlights for me. To be able to show, experience and enjoy with the message to the team being, “be more Nashville!”
Billy: Creating a strong entertainment calendar and reaping the benefits with high footfall. Winning awards and seeing the staff’s hard work rewarded.
Libby: A big highlight for us was winning Hotel Scotland, Family Business of the Year at the Scottish Bar and Pub Awards. Other positives have been the launch of our brandnew website by Clockwork Media and the opening of The Wee Larder onsite, which is a space for guests to pick up local food and drink to enjoy during their stay or at home.
Michael: We’ve had our first full year of trading 2 new Buck’s Bars in Edinburgh. It was our first experience venturing outside Glasgow and it has been such a pleasure to see Buck’s being embraced in the capital. I’m really proud of the team we’ve build over there.
Brandon: We opened our 5th venue in the shape of Tempura in Troon and we also opened our production unit and head office. On top of this, we were delighted to win ‘Casual Dining Venue of the Year’ award at 2024 Scottish Bar and Pub Awards.
Iain: A personal highlight for me has been taking The Tap Yard on independently. It’s been amazing to see how our managers have developed over the last 12 months and we’ve been able to retain a great team. The Tap Yard has done well this year despite it being a difficult time for the industry. We have focused on the customers experience through sport and been consistent with a focused food and drinks offer. It’s great to see the same faces coming back time and time again. I’ve also been very fortune to gain some new mentors this year which came from my nomination at this years Scottish Bar and Pub Awards.
John: We have managed to see growth across our business despite the Scottish Summer only lasting what felt like a few days and we have seen an increase in new customers across the board. Our team have been incredible – we have a lot of longstanding members of staff along with a fairly new management team. We have also now broken the 40 years mark in this family business and our staff are a big part of this family.
WHAT HAVE BEEN THE LOWLIGHTS/NEGATIVES?
Scott: 2024 has been one of the strongest years for us as a group, with increased visitor numbers, an everlengthening tourism season, and plenty of opportunities to grow. However, the industry-wide challenges of recruitment and a shrinking talent pool remain, making it more important than ever to focus on attracting and retaining the right people -something that we focus strongly on.
Louise: 2024 has been the lost year. So much effort and invention going into to support a business that seems to attract ferocious political, social and economic headwinds. The kick in the teeth was the budget announced last month.
Billy: The balancing act of training staff to a high level while balancing the books – increased costs have made this harder than ever.
Libby: The economic uncertainties impacting discretionary spending have been a challenge, along with the policy changes that the labour government is implementing, including increases to minimum wage and employer national insurance contributions. On top of that, labour shortages in hospitality continue to be an issue, making it hard to maintain service excellence. We are trying our best to adapt and manage these challenges as best we can, but it is taxing.
Michael: LEZ. An ineffective, undemocratic, disproportionate shambles that is having a seriously negative impact on our city centres.
Brandon: Another tough year for the industry where costs have to be monitored and controlled on a daily basis in particular utilities.
Iain: The closure of Metropolitan was devastating and disappointing for a lot of us in the team and customers. That was probably one of the most difficult things I’ve went through but the team supported each other through the process. Obviously next year it will be more expensive to hire staff and we’re still awaiting any kind of support from the Scottish Government. Hospitality seems to have been forgotten about.
John: The negatives have been the ever-increasing costs, especially “The Budget!”, which pretty much hits hospitality at every angle – energy being the worst. These companies seem to be a law unto themselves! Hopefully the Scottish Parliament will realise how important hospitality is to our economy and show this in their budget.
HAVE THERE BEEN ANY BRANDS THAT HAVE STOOD OUT FOR YOU THIS YEAR AND DESERVE A PAT ON THE BACK?
Scott: Molson Coors is a brand that we have a really close relationship with, and have consistently stood out with their proactive engagement, generous incentives, and commitment to fostering strong partnerships. Their collaboration with OVO Hydro has brought exciting incentive opportunities for our teams. Similarly, William Grant & Sons consistently impress with their innovative products creative marketing, setting a high benchmark in the industry. We are fortunate to work with many supportive brands in both food and drink, and and it wouldn’t be fair not to also mention the support we get from Pernod Ricard, Amber Beverage, and Mangrove, however there are many others!
Louise: Heineken’s support during the Euros was magnificent. The branding, the fun, the message “if you can’t get to Munich, we’re the next best thing” at Church on the Hill and Black Bull. As brand owners, they were up for the cup and keen to experiment – this was refreshing and showed in the massive increase in sales. Brand investment pays off and we are grateful to all the brands we work with for their ongoing commitment and support. We couldn’t do it without them!
Billy: White Box canned cocktails – a fun, simple alternative with a really great aesthetic.
Libby: For us, we have some incredible local suppliers including Angus Alchemy, Tollhouse Spirits, The Gin Bothy and Lost Orchard Cider all located within a short distance to the resort, giving guests a true taste of local.
Michael: Panther Milk! What those guys have achieved in such a short space of time up against the big brands is incredible.
Brandon: Vimto. They supply really good quality post-mix soft drinks. Not only is it a consistent product but they offer great technical support – if anything ever goes wrong, they come out to sort it very quickly.
Iain: Our key partners such as Molson Coors, Bacardi and our main suppliers Inverarity Morton have all been a great support and showed faith in both myself and The Tap Yard brand from the start. I look forward to continuing these partnerships in 2025 and beyond.
John: There has been a positive increase in new brands over the year. We have taken on a few of these.
DO YOU THINK THERE WILL BE OPPORTUNITIES FOR HOSPITALITY BUSINESSES TO GROW IN 2025?
Scott: Absolutely, there seems to me to be great opportunity in the highlands specifically for quality, well run premises. The region’s increasing popularity as a destination, combined with its extended tourism season, provides a solid foundation for hospitality ventures to thrive. We’re seeing encouraging signs of growth from other businesses in the area, which highlights that the demand is there for a wide range of offerings, from premium dining to experiential stays.
Louise: Sadly, unless the Scottish & UK Governments support our industry, there will be further contraction in the sector, with growth opportunities slim. It’s all about doing things well, and every visit should be an experience and an advert for your business. You have to stay relevant to your consumer and continue to be supportive to your people.
Billy: The trend to continue event and experiential based venues will continue to grow. Customers will continue to understand the value of giving back and giving quality.
Libby: Even though the climate is a challenging one, we are determined to grow and invest in the business to give our loyal customers the best experience possible.
Michael: We’re in a minefield. Taxes, prices and costs of staffing have never been higher. It’s absolute carnage. People will say you’re mental to open a new venue in this current climate but never underestimate the resilience of the Scottish hospitality trade! Let’s keep pushing forward no matter what!
Brandon: Absolutely yes. We have just taken on our 6th venue which will be opening in early 2025. Iain: I think there is opportunity to grow but it’s going to be tough .I’m definitely looking to grow and open up another unit if the right opportunity arises. It’s all about focusing on the customer experience.
Iain: I think there is opportunity to grow but it’s going to be tough .I’m definitely looking to grow and open up another unit if the right opportunity arises. It’s all about focusing on the customer experience.
John: The licensed trade is one of the most resilient trades out there. Over the years we have been hit with so many changes, but still we stand strong. I do think there is opportunities within the trade for growth in 2025. If I’m not renovating or changing something within our business, then I’m looking for ways to better what we do or to extend it. Let’s see what 2025 brings.
Picture: (top to bottom) Louise MacLean, Billy Milligan, Iain Reid, Michael Bergson, John Black, Scott Murray, Libby Sutherland, Brandon Van Rensburg.