Small hotel case study: Titchwell Manor, Norfolk

Summary

This video script features a personal reflection on growing up in a family-owned hotel, where the speaker took over from their parents. With a strong passion for food and high-end dining, they emphasize the importance of offering a diverse experience to their guests, including boutique rooms and unique events like summer fetes and supper clubs. Key elements of their success include creating a strong digital presence, focusing on customer satisfaction, and maintaining a valued staff. The speaker also highlights the growing importance of weddings for the business and the value of making lasting impressions through attention to detail, especially at breakfast.

Takeaways

• 😀 The hotel has been a central part of the speaker's life since childhood, with their parents buying it when they were nine years old.
• 🍴 The speaker took control of the hotel but continues to receive support and input from their parents, having previously worked as Head Chef from 2002.
• 🍷 Food and high-end dining have always been a key focus of the hotel, catering to markets like young professionals from London.
• 🎨 A major hotel re-vamp aimed to make the establishment stand out from the competition, with a focus on distinctive decor.
• 💡 When undertaking a large project, the speaker advises hiring an experienced designer whose work resonates with the vision.
• 📱 A strong digital presence is essential in modern hospitality, and tools like MailChimp help create professional mail-outs.
• 🌐 The hotel's website plays a critical role, especially for boutique hotels with individually styled rooms, even with bookings from OTAs (Online Travel Agents).
• 🎉 The hotel organizes events like a summer fete and a supper club, not for profit but to enhance its public relations and guest experience.
• 💍 Weddings are a growing focus for the hotel, as they provide financial benefits and help expand the business throughout the year.
• 🍽️ Breakfast is a major part of the guest experience, and the hotel stands out by making its own granolas and daily fresh compotes.
• 👥 The speaker emphasizes the importance of staff in a successful hotel business, particularly ensuring they feel valued and appreciated.

Q & A

How has the hotel business been a part of your life?

The hotel has been a huge part of my life since my parents bought it when I was nine years old. Growing up in the hotel, it's shaped both my personal life and my family's life.

What role did you initially take on in the hotel business?

I was the Head Chef from 2002, and food has always been a central aspect of the hotel. Over time, I’ve taken on more control of the hotel, though my parents still provide support and input.

How does food play a role in the hotel’s success?

Food is a huge part of the hotel. Being passionate about the kitchen, I had the support to express this passion. The focus on high-end dining, paired with a strong wine selection, attracts young professionals, especially from London.

What type of guests does the hotel primarily cater to?

We cater to a wide range of guests, but young professionals from London form a big part of our market, especially those interested in high-end dining and wine experiences.

What was your approach to the hotel’s décor and design?

When we did a major renovation about eight years ago, our goal was to make the hotel stand out. I recommend working with an experienced designer whose work you admire, especially for larger projects like revamping public spaces.

How important is digital presence for the hotel?

A strong digital presence is crucial. Platforms like MailChimp help us create professional-looking newsletters, and our website is key for bookings, even though many guests initially come through OTAs like Booking.com.

What unique events does the hotel host, and what is their purpose?

We host events like our summer fete and supper club. While these events aren't about making a lot of money, they serve as excellent PR opportunities to enhance the hotel's image and community engagement.

What are the hotel’s plans for growth in specific areas?

One area we are looking to grow is weddings. While we've been careful about the number of weddings we host, they are a financially beneficial aspect of the business, especially when spread throughout the year.

How do you ensure guests have a great experience at breakfast?

Breakfast is essential to a good guest experience. We make all our own granolas in three varieties, along with two fresh compotes daily. It’s a simple but impactful way to ensure our guests enjoy their morning meal.

What is the most important factor in running a successful hotel business?

The most important factor is definitely the staff. Ensuring they feel valued is critical. As a family business, we appreciate the hard work our team puts in and understand how essential their contributions are to our success.