How does a headteacher at the top of her career come to live and work on the Broads? We find out, as Mary takes us on a journey that ‘cruises’ through a career working with troubled teens, into a battle with cancer, and out into the warmth and wonder of Beccles, a hugely popular part of the Norfolk Broads.  After being told that the stress of her job was the likely cause of her cancer returning, Mary and her husband took this as a sign to pack up their London life and pursue their dream, starting a business in boat repairing. Mary was adamant, though, that she didn’t want to work in tourism! Some number crunching later, and they realised that tourism was where their creativity and success lied, and the floating pods, day cruisers and water sports soon followed.  Mary is outspoken about the challenges tourism faces when it comes to customer behaviour and trends, banning alcohol on board. She discusses how they have embraced social media, and the problem with green washing.  The Sparrows see themselves as ‘custodians of the river’ and, with rewilding and other projects, aim to leave the river better than they found it.  This is not to be missed for anyone thinking of investing in tourism, or who ever doubted why they got into it in the first place. Mary’s story, with her passion, is a shining example of what can be achieved in the sector, particularly with sustainability in mind, and why so many visitors continue to flock to the Broads. Visit Hippersons Boatyard here Visit the Broads  GET IN TOUCH! We would love to hear your thoughts on today’s episode, email us at podcasts@larking-gowen.co.uk.  We would also love it if you could rate us 5 STARS on Apple Podcasts or Spotify, this really helps people find us! You can also now watch on YouTube too, just click here   Find more episodes from the series by visiting larking-gowen.co.uk/tourism-insights  Check out our website to see how our team or tourism experts could help you and your business www.larking-gowen.co.uk © Larking Gowen LLP

The Tourism Business Survey was relaunched for 2023, after a ‘COVID-19 break’ and the results were announced at a seminar on 25 April to an audience of sector leaders. We recorded the panel discussions hihglights for listeners to enjoy who were unable to attend on the day.  You can hear reflections on the results of the survey from the team of experts at Larking Gowen, and commentary from Andy Wood, CEO of Adnams, Claudia Roberts, CEO of Zoological Society of East Anglia which operates Banham Zoo and Africa Alive, and Mary Sparrow, owner of Hippersons Boatyard in Norfolk. Valerie Watson-Brown from the Visitor Economy Network Initiative provided detail on the work of this innovative project driving careers in the sector, and you can also hear questions from the audience there on the day. This is the perfect accompaniment to the full survey brochure which you can download here. The brochure has the full results of the survey, and insightful commentary articles from leading businesses including Holkham Hall, ROARR! and many more. Many thanks to sponsors Adnams, Lloyds Bank, Swiss Camplings and insight6 For more details on the survey, including past results and why you should consider taking part next year, visit www.tourismsurveys.co.uk  GET IN TOUCH! We would love to hear your thoughts on today’s episode, email us at podcasts@larking-gowen.co.uk.  We would also love it if you could rate us 5 STARS on Apple Podcasts or Spotify, this really helps people find us! Check out our website to see how our team or tourism experts could help you and your business www.larking-gowen.co.uk The Tourism and Leisure Business Survey is produced by Larking Gowen Chartered Accountants and Business Advisers. Please contact enquiry@larking-gowen.co.uk if you have any questions or would like to speak to one of our tourism specialists.   © Larking Gowen LLP

Chris whisked away some leaders in the tourism sector after the Tourism Business Survey seminar on 25 April 2023, and hosted a very special chat. His guests were Oliver Paul, co-owner of Suffolk Food Hall, Tarnia Robertson, a Hospitality Consultant and Business Coach (and former MD of Ufford Park) and Elliott Attew, Manager of Deer’s Glade Caravan and Camping Park.  In this bitesize episode, they reflect on the results of the Tourism Business Survey and how the data has reflected concerns and stories around trends and sustainability. They discuss how to make sustainability part of your brand; the change in what customers want, including the rise of veganism; how they look for Environmental, Social and Governance (ESG) structure; and the ‘ramifications of green washing’.   They also drive home the message that tourism business owners should remember that they are comrades of other businesses around them, and their community should be part of their decision-making process. They advocate that team members need to be empowered to be the masters of first impressions. Highlights from the full event will be available soon, follow us so you dont miss out! You can download your copy of the full tourism survey results brochure here For more information on the survey and why you should take part next year, visit www.tourismsurveys.co.uk   Visit Suffolk Food Hall here Visit Deer's Glade Caravan and Camping here Contact Tarnia on LinkedIn here (c) Larking Gowen

What does your mind conjure up when we say Great Yarmouth? Whether we’ve been there or not, we likely all have something come to mind. That’s the power of marketing and positive experiences. Asa Morrison is Chief Executive of Visit Great Yarmouth, a Destination Marketing Organisation (DMO) and tourism business improvement district, of which there are only three in the UK.  Asa is passionate about where he lives and works, and his role is to increase support and visitors to Great Yarmouth, in a sustainable and responsible way. He chats to Chris about the issues with the public transport infrastructure, why visitors are good for ALL businesses in the area, and the issues business owners are facing with wages, costs and promotion.  He discusses how Visit Great Yarmouth works with Visit East of England, and potential future central funding and the proposed Local Visitor Economy Partnership (LVEP).  Asa’s career in the tourism sector is a great example of how there’s room for growth, diversity and progression in the sector, and how tourism is not ‘just a stepping stone’ to a career elsewhere. They also discuss the power of ‘the influencer’ and why businesses should be embracing technological updates arising from lockdown.  You can find out more by visiting Visit Great Yarmouth online here.  GET IN TOUCH! We would love to hear your thoughts on today’s episode, email us at podcasts@larking-gowen.co.uk.  We would also love it if you could rate us 5 STARS on Apple Podcasts or Spotify, this really helps people find us! You can also now watch on YouTube too Click here Find more episodes from the series by visiting larking-gowen.co.uk/tourism-insights  Check out our website to see how our team or tourism experts could help you and your business www.larking-gowen.co.uk  © Larking Gowen LLP

This week, Chris speaks to two of East Anglia’s big hitters, Park Director of ROARR!, Adam Goymour, and the park’s Managing Director, Martin Goymour. ROARR! is the UK’s biggest dinosaur themed adventure park, beloved by thousands of families, both locally and across the country. This successful father and son team has taken the park to dizzying heights in recent years. They reflect on what prompted their decision to start up what is now one of the UK’s biggest Halloween scare attractions, PrimEVIL! They even discuss their legal battle surrounding a certain famous dinosaur called Dippy! They see themselves as ‘memory makers’ and chat to Chris about how people, namely, their team members, and the families they serve, are at the heart of every decision they make. Adam is open and honest about challenges they’ve faced, how new ideas get off the ground, how they managed during the COVID-19 lockdowns, and what they’ve done to make their attractions accessible during the cost-of-living crisis that is impacting so many visitors. Martin reminisces about his time running Banham Zoo and Africa Alive, and why the decision was made to form a charitable trust, the Zoological Society of East Anglia, and ‘hand over’ his life’s passion in the interest of conservation and animal welfare. This is a fascinating behind-the-scenes look into what it really takes to run one of the region’s biggest tourist attractions.  Visit ROARR! here  GET IN TOUCH!  We would love to hear your thoughts on today’s episode, email us at podcasts@larking-gowen.co.uk.  We would also love it if you could rate us 5 STARS on Apple Podcasts or Spotify, this really helps people find us! Check out our website to see how our team of tourism experts could help you and your business  www.larking-gowen.co.uk © Larking Gowen LLP

Chances are, by now, you’ll have seen Steve’s bakeries on one of your days out, or if you haven’t, you likely will do soon! Steve chats to Chris about how he met the founder of Two Magpies Bakery, Rebecca Bishop, and left the corporate life behind him back in 2018, to help invest and grow the then small bakery into the well-known chain it is today. Steve speaks honestly on the financial situation they found themselves in during lockdown, and what they did to ensure the future of the business, and therefore the mortgages of his team, whom he speaks of with great pride. He elaborates on the current impact of the cost-of-living crisis, and the 600% hike in their electricity costs, but how this is not diminishing his hopes for the future of the business and its continued expansion. A self-confessed risk taker, Steve is also a measured thinker (not a great baker though!). He chats to Chris about his hands-on business approach and reflects candidly on the last few years and how customer behaviour has changed post lockdown. This is a conversation that might well ignite a fire in many, and will certainly make other business owners feel less alone in the face of ongoing challenges for the sector. GET IN TOUCH!  We would love to hear your thoughts on today’s episode, email us at podcasts@larking-gowen.co.uk.  We would also love it if you could rate us 5 STARS on Apple Podcasts or Spotify, this really helps people find us! Check out our website to see how our team of tourism experts could help you and your business  www.larking-gowen.co.uk © Larking Gowen LLP

Norfolk is famous for a lot of things, and back in 2015 when the BBC commissioned a behind the scenes reality TV series about life on Wiveton Hall Farm; Normal for Norfolk, Desmond MacCarthy and his infamous eyebrows were added to the list! Chris chats to Desmond about life on and off camera; Desmond’s passion for the environment; and how you pivot a business model from fruit picking and farming, into a successful tourist destination. Desmond highlights the importance of sustainability within the tourism sector, how agricultural firms need to embrace this, and how all those in the sector need to start engaging with the concepts of sourcing local, reducing their carbon footprints and how returning to traditional farming techniques may be the key. They also delve into life in lockdown, and the impact that this had on the farm café and, along with Brexit, the ongoing struggle of recruitment within the fruit farming facet of the business, which is intrinsic to the USP of the café. They also discuss the practical changes that COVID brought to the day-to-day running of the business, and what will stay as a result of the positive impact they had on profit and minimising outgoings. They discuss the potential for growth in the sector throughout Norfolk, and the unique positioning it has in the region, and how investment has been key for them, particularly with their holiday cottage lets. Desmond also takes us back in time, on a whimsical journey into his family heritage, and the evolution of the family business. Chris gets Desmond to open up about his time being filmed by the BBC, what impact his celebrity status had on the farm and its visitor numbers, and the pro’s and con’s this brings when you have a message you want to get out into the world, but all they are interested in are your ‘animated’ eyebrows! This is an unmissable chat with one of Norfolk’s most eccentric, interesting, and well-known figures, working successfully, and consistently pivoting within the sector. Desmond is proof that a positive attitude and a love of people is key to success in customer facing business. You can learn more about Wiveton Hall Farm here Catch up on Desmond’s antics on Normal for Norfolk on BBC iPlayer, or on YouTube here Thank you for listening, and for supporting the podcast into series three! We would love if you could subscribe, and rate and review us where you can, it helps others to find our podcasts.  We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk.  We will be back for more Tourism Business Chat in the Autumn when series 3 continues, looking at life after the first school holiday fully open... www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

Nick oversees the well-known, and well-respected, Imperial Hotel, in Great Yarmouth. In February 2020, the business won the title of ‘Customer at the heart of everything’ at the Norfolk & Suffolk Tourist Attractions awards. No sooner had they got the award on the mantle-piece, COVID-19 hit and Nick reflects on the headless chicken feeling they experienced. As a hotel that could remain open, they found themselves constantly moving goalposts and pivoting at every turn. They were offering rooms to the East Anglia 1 wind farm offshore teams but, whilst servicing key workers, they still needed to follow guidelines, and protect their staff. Nick talks in detail about their experiences in the early stages of lockdown, and what they have learned and implemented. Chris also chats to Nick about the pitfalls, and necessity of TripAdvisor; how investment is key for seaside towns and businesses; and the importance of a USP – in their case, Nick’s knowledge as a wine sommelier and the experience they offer connoisseurs in the region. They also talk all things ‘supply and demand’ in the world of COVID-19 delays and Brexit inflation; not being afraid to price things at what they are worth; the importance of first impressions; whether Eat Out to Help Out really worked; and what councils need to do to help support seafront businesses in particular. Nick also treats us to a history lesson, as he looks back on the early days of hospitality in Great Yarmouth, as well as the foresight his father had and investments they have made. Also, Nick advocates for businesses to become members of UK Hospitality Association, who were a support to their team during lockdown. You can find out more about the Imperial Hotel here, and can contact Nick on LinkedIn Thank you for listening, and for supporting the podcast into series three! We would love you to rate and review us where you can, it helps others to find our podcast.  We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

We are back for series three with a bang! There are not many with more experience or passion for the tourism sector than Peter Williamson, former Chair, now Vice Chair of the Destination Marketing Organisation (DMO), Norfolk & Suffolk Tourist Attractions. Peter is the former owner of the hugely popular Merrivale Model Village, but when he sold the village in 2017 retirement didn’t suit him, so he returned to work by launching The Old Penny Arcade. This attraction allowed him to pursue his passion of refurbishing vintage fairground and amusement arcade machines, where families can revel in exchanging their modern money for big old pennies! His love for the leisure sector and the promotion of tourism in East Anglia is infectious, and his insights into the future recovery of businesses in this region make for a must listen. Peter chats to Chris about how attractions need to invest in order to improve the customer experience, and how that’s not just about plumbing in new toilets! They discuss how investment needs to be made in new experiences, because this is the key to ongoing survival (past the initial excitement of the post-pandemic freedoms). They chat about the changes COVID-19 brought and sped up, and how they will probably continue into the future. They discuss why businesses should embrace these changes, particularly with remote bookings, and how this will help with day-to-day planning, and potentially make expenditure savings in areas such as staffing. Peter believes that customers and their expectations have changed and whilst businesses need to meet those expectations, they also need to consider revamping how they provide their service to customers moving forwards e.g. just because you CAN open 7 days a week, doesn’t mean you should. A theme running through this chat is reinvention, with Peter discussing the need for businesses to look at how they can ‘bring families together’, and how social media will be key for reputations. He reminisces about a time that he managed to turn a complaint at the model village into global PR gold, proving the old adage of ‘sex sells’ really works! This episode is worth a listen for this anecdote alone and is a fantastic example of how to turn a negative into a positive, and the power media can have over your business. Peter believes that businesses need to embrace the inevitable changes that will come from life after lockdown but harnessing the themes of tradition and nostalgia might still be good for business in the ‘new normal’ tech era, particularly for seaside town attractions. You can check out the work of Norfolk & Suffolk Tourist Attractions here Find out more about The Old Penny Arcade here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights © Larking Gowen LLP

The series finale is a chat with Karen Hester, Chief Operating Officer of Adnams brewery in Southwold. Karen describes her story as ‘from mop to top’ – starting her career at Adnams as a cleaner, she’s now an award winning, glass ceiling breaking COO. She chats to Chris about all things lockdown, pivoting, the digital revolution, stay-cations, the importance of wellbeing coming out of the pandemic, and much more, but this episode is really about the story of Karen’s personal journey into the world of business, and of her successes along the way. Karen started her career, as a young woman, in the army, in part to help escape a turbulent childhood home. When she became pregnant, she was forced to leave, whilst her husband, also in the army, could stay. So, she sued the MOD, and won! Her case is still cited to this day in reports and teaching, and this experience also led to her personal pursuit of justice for all, and her current role as a magistrate. Karen later joined Adnams as a part-time cleaner, where her potential and work ethic was spotted. She began working her way up, gaining experience in all areas of the business, including logistics, and has spent decades breaking down the barriers that society puts up around women in business, and smashing stereotypes, particularly around executive roles for working mothers. During her trailblazing career, she has overseen multi-million pound rebuild projects with a focus on sustainability; has been voted East of England Businesswoman of the Year; and has been given an honorary doctorate from the University of Suffolk. Despite all of the focus on her success as a woman in a male-dominated world, she does not believe that women should be given roles they don’t deserve, believing that giving a woman the role of a director BECAUSE she’s a woman is just as insulting as NOT giving it to her because she’s a woman! She speaks candidly about the challenges women need to overcome in order to reach their potential, including resisting imposter syndrome, and combating emotional bias in decision making. This episode is a must-listen, not just for business leaders, but for anyone interested in the role gender plays in the workplace, and anyone in need of a little bit of inspiration, and motivation to succeed! Visit Adnams here We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

What is customer experience? It’s the emotional connection that the customer has with a business. Better known as customer service, it’s more than just functionality – experience is about how people are made to feel. Judy is here to explain why this is incredibly important for tourism, leisure and hospitality businesses to focus on, moving out of the pandemic, and to secure their future past the initial frenzy of ‘being let out again.’ Judy has worked with food and beverage-based businesses for decades, from accountancy to marketing, from secret shopping to research & development (R&D). She is currently helping advise businesses on their brand reputation, which is the biggest risk to them moving out of lockdown. You don’t normally get a second chance at making a first impression, but for many leisure businesses, this is the opportunity they now have! Judy walks Chris through exactly what the customer experience really is; how staff need to be encouraged to take ownership of this experience; and how a business’s values and strategy must be key in all decisions. She highlights the need for a tweak on your USP – unique, small and personal; a focus on the three P’s: people, process and performance; how product knowledge is key; and remembering that your people are your biggest and most important asset! There is a difference between having a task and a role, and investment in your staff might be key for your good reputation! Judy’s overall insights for, and message to, businesses in the sector is an important one not to be missed and is essential listening for anyone working at any level within the sector. Learn more about the work Judy does with insight6 here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk  If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights (c) Larking Gowen LLP

Chris chats to Oliver Brown, General Manager at Wivenhoe House Hotel, about all things hospitality and lockdown; his experience on the board of Visit Essex; and his work with the University of Essex’s Edge Hotel School and Hospitality Action. Oliver has worked his way up through the sector, including spells working in America, at The Ritz, and The Dorchester, where he serviced the likes of Sylvester Stallone, the cast of F.R.I.E.N.D.S and Goldie Hawn, amongst others. His wealth of experience perfectly positions him to comment on the last year, and what the sector needs to do to recover, including the continuing training of the future workforce through The Edge School, who offer hands-on training and education through Wivenhoe House. Oliver chats openly and honestly about the practical impact that lockdown has had on the hotel, its team, and the hospitality sector in general; a sector he believes was previously ignored by the Government in its contribution to the economy. He is confident this will now change, moving forwards, and that the ‘middle child syndrome’ of the sector will be a thing of the past. Oliver is passionate about the work the hotel does for Hospitality Action, a charity for those who work in the industry and fall into hard times through alcoholism, other addictions and mental health issues, still an ongoing battle for many workers in the sector. He and Chris chat about the importance of the fund now, in a time where many staff will have lost their jobs, are working on reduced salaries, or are struggling to return to work after nearly a year on furlough. Oliver also discusses the legacy of UK based holidays after the surge in popularity, with travel abroad still restricted, and a predicted hesitance in travellers, moving forwards, and in particular, the impact this has had on Essex, now a favourite of Londoners discovering it for the first time, unable to visit their usual holiday destinations. They also discuss the change in expected customer budgets, business spend and customer behaviour, and how Oliver predicts a massive BOOM in Christmas 2021 parties, vaccine permitting! You can find out more about The Edge Hotel School and its training here.                                                    You can learn about the work of Hospitality Action here. Visit Wivenhoe House here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

In this latest conversation, Chris chats to Geoff Bligh, a co-owner of Hanks Deli, Suffolk’s popular vegan supermarket. Where many hospitality businesses faced struggles and closures during lockdown, Hanks Deli pivoted and expanded, meeting a demand that shocked even them! The success of Hanks, and their expansion into a supermarket, take-away and pub means, for them, veganism is good for business! It’s a new reality for how we produce and consume food, and could be the key to the future of hospitality. Geoff worked in the City for many years, before following his passion. His frustration at the lack of dining choices for vegans, resulted in opening the first shop and café in 2019. The ‘soft’ opening was anything but, and he chats to Chris about how they coped with demand, and with having to expand quickly, within their first year of opening. They opened Suffolk’s first fully vegan pub a mere eight weeks before the first coronavirus lockdown. Despite being forced to close, they remained positive and looked at other opportunities to meet the demand in the changing customer landscape, which doesn’t include just vegans. Two take-away outlets ; which includes being part of Felixstowe’s recent Beach Street sea front renovation project; and a shop expansion soon followed, and their switch to shop deliveries during lockdown, which has been a key to their success during the past year. Geoff talks openly about the worries lockdown initially brought around safeguarding jobs; the changes in customer behavior; and how re-opening the pub with restrictions was not initially a money maker, but important for brand awareness. He touches on how Brexit will impact their imports, many of which are still specialist, but how he has seen a change in the availability of products within the UK, as veganism continues to rise in popularity. As he says, if MacDonald’s are on board, it’s no longer a ‘fad’. This drive, and approach to his business model makes for a must-listen episode. You can learn more about Hanks Deli here. See what The Beach Street project at Felixstowe offers here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

Series 2 launches with a real treat – a behind the curtains look at Thursford, famous for its Christmas Spectacular show, weddings and more. A favourite of locals, tourists, and celebrities alike!  Looking back on March 2020, brothers Charlie (General Manager) and George (Project and Marketing Manager) Cushing were positive and thinking, “Thank goodness the pandemic isn’t happening at Christmas!” Cut to December 2020, and they’ve had to plan and orchestrate a completely new, and equally thrilling, theatre-esque experience for their loyal fan-base.  They have a fascinating story to tell. They set out on a journey where they could continue to support other local businesses by minimising the knock-on effect that cancelling their annual event would have on the local economy, and the team of professional performers they hire. The arts have been hit massively by lockdown, and they were determined to provide much needed opportunities where they could.   They also reflect on the history of Thursford, and how it started with steam engines and broken down fairground rides; what life on furlough was like, whilst keeping future plans in mind; the lessons they have learned about communication, keeping the ‘family feel’ to the business, playing to peoples strengths; and how to diversify quickly! Whilst they are planning for the worst, and hoping for the best for 2021, their youthful energy and fresh ideas are infectious, providing a much-needed jolt of hope for the future of the arts, and tourism in Norfolk.  Visit Thursford here  We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

In the final episode of series 1, Chris chats to Richard Turvill, the managing director of Camplings. Operating out of Great Yarmouth and Cambridge, they are the region’s leading laundry and linen supplier to the hospitality, food production and leisure sector. With many of their customers closed due to lockdown, Richard and his team had to find ways to pivot and adapt during the last 12 months, and his insights into lockdown, investment in technology, Brexit and business in general are invaluable. Richard offers a fascinating look behind the scenes at how this family business was started, and has evolved, describing them as the ‘fourth utility’ for the hospitality sector; as important to a hotel, for example, as their gas and electricity! Richard chats about the recent expansion away from their Victorian factories, and into ‘smart boxes’ where the focus is on sustainability, energy saving and efficiency; benefiting both the business and staff, and in turn, a blessing when it came to operating during lockdown. He discusses how subtle changes can up your green credentials, and describes how they now operate two of the ‘smartest laundries’ in the UK and the most advanced in Europe. Speaking of Europe, Richard talks openly about how Brexit – “If it’s a problem for Mercedes, it’s a problem for everybody” – will affect their recruitment, and his frustrations for those affected who have worked for them for a long time, and subsequently how they have been supporting their staff. He hopes that the downturn in the retail sector will help them fill the gaps in staffing, with many skills transferable and adaptable from the retail sector into manufacturing. The roadmap to the hospitality sector re-opening has meant that yet another pivot has had to be put in place, but Richard is as prepared for re-opening as they can be, taking their responsibility of supporting the sector, and providing a trouble-free supply chain, seriously. Richard describes how, in the initial despair of the first lockdown, hope emerged, and now they are ready for the challenge of the expected staycation boom. He praises the loyalty of their teams in helping the business weather the storm. Visit Camplings here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

In this week’s episode, Chris chats to Ruth Knight, Director of Norfolk Broads Direct, Broads Tours and Waveney River Centre, and recently retired chair of Visit the Broads. Ruth lives and breathes the Broads, and the tourism sector, but both Ruth and her businesses faced huge challenges with lockdown restrictions and closures. This valuable conversation can be summed up into: innovation; implementation; change; and passion for the sector. Ruth speaks honestly about the effect that the closures had on both her and her team members, and the subsequent reactions to the changes that needed to be implemented for them to reopen, and how staff motivation was key. She also reflects on the recent re-acquisition they made just before lockdown, and what investment was needed to secure the ongoing success of the company. They discuss the changes in customer behaviour – no one likes change! – and uncertainties about dealing with future bookings, both financially and for customer morale. Ruth is confident about the future prosperity of staycations once the sector re-opens, and that the Broads in particular will no longer be a ‘best kept secret’ (they do get more visitors than Cornwall after all). She also explains why engaging with your DMO is key. Ruth offers a fascinating insight into the pitfalls and positives of running a family business; what businesses need to be doing to attract new talent to the sector; and her advice for those looking for a career in a tourism-based business. Visit Norfolk Broads Direct here Visit Waveney River Centre here Visit Broads Tours here We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

This week, Chris speaks to Richard Hughes, Chef Director at The Assembly House in Norwich, and founder of the Richard Hughes Cookery School. In his long career, Richard has gone head-to-head with Gordan Ramsey for National Chef of the Year; worked in Michelin starred restaurants; worked at the Ritz and Norwich Theatre Royal, amongst others; he’s even cooked for the Queen Mother! Richard is credited for the successful resurgence of The Assembly House and, whilst remaining relentlessly positive throughout this last year, the fact remains that major changes had to be made in both of his businesses. Richard reflects honestly on lockdown, giving his insights into what the day-to-day has looked like for The Assembly House this past year; now “the poshest drive through in the city” – his words. Richard chats about how policing the social distancing rules, when they could open, was tough, and how plans made in the first lockdown went to waste, as they didn’t account for further restrictions. He talks openly about how Eat Out to Help Out was financially a life raft, but probably not the morally right thing to do. The hospitality trade is historically a tough sector to work in, but Richard believes that the ‘badge of honor’ that came from working 17-hour shifts on no sleep is a thing of the past. He describes the sense of family that teams can reach when staff wellbeing is a key component of a business model, and that retaining loyal staff, and investing in them, is vital for long-term success. Chris asks Richard about the reduction in VAT; new trends in bookings; how he thinks people will view local businesses moving forwards; and his number one rule in business, “Don’t let anyone else sign your cheque book!” Richard also lets us in on his “apple pie syndrome” and his uplifting message for the sector. Insights not to be missed, from a man at the top of his game. Visit The Assembly House here. Visit Richard Hughes Cookery School here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen LLP

This week, Chris Scargill speaks to Philip Turner, founder and managing director of Chestnut; a collection of pubs, inns and restaurants throughout East Anglia. In their conversation, Philip speaks frankly about the impact that restrictions have had on his own business, as well as the leisure and hospitality sector. He speaks candidly about the Government’s handling of the pandemic, and the anger and frustration this has caused amongst business leaders in the sector. He also reflects on a purchase he made just before lockdown. News of COVID-19 was rumbling in the background at that point, and he explores his feelings around the timing. He reveals what he’s learnt from this experience ̶ if you don’t learn, you don’t get better! Although he started his career in the City, Philip’s passion for the hospitality sector led him onto the acquisition trail and his words of wisdom for those looking to get into the trade, are invaluable. He hopes that an upside of this pandemic will be an opportunity for both employers and customers to look at the hospitality sector through different eyes, both in terms of careers and turning away from the transient nature of job roles. Philip reflects on the changes his HR department made at the start of lockdown, focusing on the wellbeing of his teams, and creating a motivational space for people to communicate, and come together, including charitable work they did in their communities. He expresses his fears that many on furlough may never be able to return to full-time work, and that the prospect of the ‘long-term sick note’ is very real as a result of the impact of restrictions on those working in the sector. Cultivating and nurturing your teams is key to the success of your business. Philip freely admits that he can’t change a keg, but he can balance the spread sheet! As a self-confessed ‘glass half full’ man, Philip has high hopes for the sector moving out of COVID-19. His insights are key for anyone working in the sector, at any level, and business leaders who’ve been impacted by closures or restrictions during the last year. You can visit Chestnut here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen

Launching this series of Tourism Business Chat is an interview between Chris Scargill and Andrew Hird; General Manager at Woodland Holiday Park in Norfolk, and Chairman of Visit North Norfolk Coast and Countryside. Chris and Andrew reflect on the issues that the tourism sector has faced in the last 12 months and look at what can be done to help businesses rebuild and grow, as they look towards the Government’s roadmap for lockdown restrictions easing. Andrew discusses how it is important that businesses start engaging with their DMOs (Destination Marketing Organisations) and that the way forward is for businesses to work together to raise the profile of their community, which will benefit all those in that region. He believes cohesion helps to amplify the message of a particular area and gives it credibility in the wider UK market. Andrew reflects on the holiday park’s worries during the first lockdown, and how staff and customers have dealt with the uncertainty of moving in and out of lockdowns. The longevity of the business was secure, so they have focused on the wellbeing of their staff. Andrew shares how they have revised their ‘people plan’, which they have developed with the mindset that some things will probably have changed forever. Chris and Andrew consider the changes in customer behavior; VAT; the future of staycations; and recovery. Andrew highlights how a strong downturn in the high street will no doubt create job losses, but that those skills can transfer into tourism; engagement with people being a key transferable asset. He believes that tourism is now a full-time occupation if someone wants it to be and is willing to work hard. The sector post COVID will be a great time for future employees, entrepreneurs and recruiters to start looking at the sector as a career, rather than a stopgap, as is often how jobs in the sector are perceived. Andrew’s long career within the sector means he is perfectly placed to offer a valuable insight into what the sector has been through, and how it can continue to thrive as a vital part of the UK economy. This chat is not to be missed for those in the sector as well as any business leader who has been impacted negatively by lockdown restrictions. (Please note, this episode was recorded before the Government update on the ease of lockdown restrictions, announced on 22 February 2021.) You can find Woodland Holiday Park here. Engage with Visit North Norfolk Coast & Countryside here. We would love to hear from you, get in touch with us on podcasts@larking-gowen.co.uk or tourism@larking-gowen.co.uk. If you enjoy this episode, please subscribe and whilst you are there, we would really appreciate a 5* review, as this helps other people find our podcast! www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen

Coming soon - Larking Gowen's Insights launches Tourism Business Chat, where expert Chris Scargill talks to sector leaders about lockdown and the future.  Guests will feature from various business types including; holiday parks, family attractions, DMO's, coastal activities, pubs and restaurants.  The aim of the series is to inspire those in the sector who have struggled through lockdown, and provide solid businesses advice to help plan for the future.  Episode 1 will feature Andrew Hird, General Manger of Woodland Holiday Park in Norfolk, and Director of Visit North Norfolk Coast. podcasts@larking-gowen.co.uk tourism@larking-gowen.co.uk  www.larking-gowen.co.uk/tourism-insights  (c) Larking Gowen