5. Planning for the future restart of the business - but not business as usual?
Sunday 4th October 2020
Source: https://www.bbc.co.uk/news/health-54404561
Sunday 4th October 2020
At the start of the pandemic, in April and May 2020, the Frasers were planning to mothball their businesses until the spring of 2021 and make over 70 staff redundant. Government furlough support, VAT reduction, Covid loans and grants, the Eat Out to Help Out scheme and the re-opening in a phased way from the start of July 2020 (as well as extremely hard work by the Directors during 104 days of lockdown) enabled them to continue trading and operating.
On 4th October it is reported that Cineworld, the largest cinema operator in the UK and the second largest globally, is planning to mothball its businesses until the spring of 2021. This will mean 5,500 redundancies (with the possibility of re-joining the company when theatres open again) and over 120 cinemas in the UK temporarily closing.
Monday 5th October 2020
In France, Russia, Czech Republic and Ireland restrictions are being tightened including the closure again of bars and restaurants. A further blow to the global hospitality and tourism sector.
Monday 5th October 2020
There is talk about a “circuit breaker” period of tighter restrictions – including the closing of businesses in Scotland to try to halt the increasing spread of the virus. This would be a further blow to the Oak Tree Inn and associated businesses.
Tuesday 6th October 2020
Concerns are raised by the tourism and hospitality sector at the impact that any “circuit breaker” restrictions may have.
Tuesday 6th October 2020
The body UK Hospitality states that the industry is facing massive redundancies if renewed Government support is nit made available either after the furlough scheme ends at the end of October and/or if there are further Covid restrictions.
Wednesday 7th October 2020
The First Minister of Scotland, Nicola Sturgeon announces that all bars and restaurants in the central belt of Scotland (in specified health board areas) must close from the 9th October for 16 days. All non-licensed cafes must close at 6pm each day. All shops must revert to the 2m social distancing and not now be permitted to have 1m distancing with extra precautions.
Watch the announcement and read the detail here: https://www.bbc.co.uk/news/uk-scotland-54449573
The new rules for the five central-belt areas of Scotland are:
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all licensed premises - with the exception of hotels for residents - will be required to close indoors and outdoors, although takeaways will be permitted
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cafes which do not have an alcohol licence will be able to stay open until 18:00
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snooker and pool halls, indoor bowling alleys, casinos and bingo halls will also close in the five health board areas for two weeks from 10 October
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contact sports for people aged 18 and over will be suspended for the next two weeks - with an exception for professional sports
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indoor group exercise activities will not be allowed, although the current rules will remain in place for under 18s and gyms can remain open for individual exercise
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outdoor live events will not be permitted for the next fortnight.
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There will be no travel ban in any of the areas, but people in the central belt have been urged to avoid public transport unless it is "absolutely necessary".
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And they have also been advised not to travel outside of the health board area they live in if they do not need to.
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In other parts of the country, pubs, bars, restaurants and cafes will be able to open indoors until 18:00 - but only to serve food and non-alcoholic drinks.
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However, they will be able to serve alcohol in outdoor settings such as beer gardens until 22:00, with the current rules on no more than six people from two households remaining in place.
The Scottish Government site detailing the new restrictions in more detail can be found here:
https://www.gov.scot/news/new-moves-to-stop-covid-19-spread/
Thursday 8th October 2020
The morning following the new, tighter restrictions were announced the Directors sent out this email to all staff:
Dear all
We as a family wanted to communicate with you as soon as we could, following the First Minister's announcement less than 24 hours ago. You will appreciate that the news is still sinking in for us, as we know it will be for you also; and hence we may further adapt plans for our businesses as the days and coming weeks progress.
You will know that the restrictions impact on all our business locations and with travel advice for people in the central belt to stay within their health board area, then there will also be a big impact on the number of day visitors we get.
We have been working constantly since the announcement yesterday afternoon and we now want to share with you that our current plans are as follows (although as we say, this may change further depending on how things develop):
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The Station coffee shop in Aberfoyle will continue
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St Mocha in Balmaha will continue
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Balmaha Village Shop will continue
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The Oak Tree Inn will cater only for residential guests
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There will be no day visitors allowed to use the Oak Tree and there will be no sale of alcohol
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The Oak Tree will do carry-out food only for day visitors (although we will have to wait and see how many of these customers there will be)
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The drive-through at Carbeth has just opened and will continue (although we have just been informed that the Council is closing the road next week, so this will be reviewed).
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AFES will continue
Today and possibly into tomorrow, we are reviewing our staffing levels required for the next 16 days of these restrictions and we will be in touch as soon as we can with you all. We want to stress that it is our intention to reopen fully again from the 26th October (the current date set by the Government for these new levels of restrictions to end).
We have survived being closed for 104 days from March to July and we will get through these next 16 days also; and the winter season to come. We as a family wish to thank each and every one of you for the dedication, loyalty and support you have shown. We know these are far from easy times for everyone but we could not do it without you - so a huge thank you to you all.
With very best wishes
Sandy, Lucy and family
Thursday 8th October 2020
Thursday 8th October 2020
Industry leaders in the hospitality sector warn that the new restrictions announced the day before will “cost thousands of jobs”.
Thursday 8th October 2020
In this video (8 mins 1 sec) Sandy recaps on events over the past 2.5 weeks since the last video diary was filmed (on 20th September 2020).
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Felt that the restrictions which came in just over 2 weeks ago were a “proportionate measure” and felt could accommodate it (curfew for pubs closing at 10pm; no more than 6 people meeting up and from no more than two households, etc – see 22nd September 2020 for more details).
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Thought that those restrictions would be “as bad as it could get”
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“Didn’t think for one minute that we would get to the stage we are at two and a half weeks later”
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“We were looking forward to October. October is always a busy, busy month”.
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“We were nervously upbeat that we would finish the season with a good October….. We felt that we could take that in our stride”
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“Staff looked to me on a daily basis for assurances that things could not get any worse”
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“I assured them that whatever is thrown at us here we would take it on the chin; and October would be the month that we made a powerful strong recovery in this hospitality industry”
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“In this instance I may be proved wrong” (as a result of the First Ministers announcement of further restrictions on 7th October 2020) “but I am not going to take it lying down”.
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After the video interview Sandy is emailing his MSP (Member of Scottish Parliament) to lobby to stay open (current restrictions are that the Oak Tree Inn is to close form 6pm the next day, Friday 9th October 2020).
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Predicts many people coming to Balmaha the following weekend and there is a need to have an offering for them.
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Accommodation over August and September had “made a dramatic recovery”; ”possibly because of the stay-cations and people being hesitant about going abroad”
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If accommodation is busy then people will eat food and have a drink.
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Customers are a new profile, with people from Scotland coming possibly for the first time
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“Message from the First Minister yesterday was a hammer blow, but we have already had a hammer blow with 104 days or thereabouts (being closed)”
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“We will recover from this, we have to recover from this. I owe it to the kids that are in the business and the next generation. I owe it to the staff, some of whom have been with me 10, 20, 30 years.”
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“So make no mistake, we will come back”.
Thursday 8th October 2020
In this video (10 mins and 27 secs) Sandy shares his thoughts on the First Minister’s announcement the previous day (7th October – see above) and the impact on his business and staff.
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“It is a real rollercoaster”
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Sandy reflects back to the beginning of the week when he had his regular staff meeting and they were discussing plans for getting ready for a busy October (which has school holidays over several weeks as different local authority areas in the UK have different dates for the October school break; so October is traditionally busy for up to three weeks).
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“We had to regroup and get some business after the most disastrous season that I have had, not just in 20 years since the we built the Oak Tree but over the 40 odd years my family have been in hospitality”
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In planning, the weather forecast was to be good for the weekend so the bar cellar was stocked up and the kitchen orders in and staff being told to get ready for a busy weekend.
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“…and of course we then got the bombshell from the First Minister to say that the industry was closing down partially and in some areas almost completely”.
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The impact on the businesses across the industry has been devastating
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When staff heard, they were absolutely devastated. The morale went right down; “as if the temperature of the building dropped dramatically; you could feel the change just as this news came over”.
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Sandy has said over the past few months that they wouldn’t get to this stage again; since all the compliance with social distancing, etc would provide some form of protection.
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“A very sad day”
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There was an emergency meeting at the new outlet that had just opened.
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Attempted to cancel beer orders made for the bar; stop the orders of fresh food; and speak to staff about their work rotas.
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“The worry on staff faces that their hours were going to be cut”.
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The impact on mental health on staff and the management side of the business “has been terrible”.
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The minute the news came through from the First Minister, future guests were phoning to see if they could still come and a range of other questions.
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“The damage to the hospitality industry is beyond belief”
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Difficult job the First Minister and the Prime Minister have in trying to balance health against trying to save what is left of the economy. “It is such a difficult situation to be in”.
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Have invested in being Covid safe and “massively frustrated” going back into 16 days of restrictions.
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Costs of staff have doubled for different arrangements in the restaurant and have invested in outside marquees and the external fabric of the building so that more people can eat outside where they feel safer.
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“And of course none of it, none of it has made any difference”
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“Disappointment of the management, the family and staff who tried so hard, so very hard to follow the rule of the law and act responsibly and it has made no difference.”
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“It has been a real bitter pill to swallow”
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Had a phone call from his bank manager that morning who said “a businessman in hospitality had phoned him to ask for additional support and actually broke down in tears half way through the conversation (over the phone). That’s where we are in this business. Growing men crying to their bank manager”.
Thursday 8th October 2020
Scotland is not the only country closing bars and restaurants again. It was announced that bars and restaurants in four more French cities (to add to Paris and Marseille) are to close.
Thursday 8th October 2020
In the middle of all the challenges outlined above and below, the new drive-through at Carbeth (just north of Glasgow and about half way between Glasgow and Balmaha) opened for business.
Thursday 8th October 2020
Following the First Minister’s announcement on further restrictions on 7th October 2020, the three St Mocha outlets are opened for more restricted hours as below. This includes the new Carbeth drive thru which opened for the first time this day (8th October).
Source: https://www.facebook.com/stmocha
The new rules come into effect on Friday 9th October and for the hospitality sector these are outlined by the BBC as follows:
What are the rules for pubs and restaurants?
All pubs and restaurants in the central belt will have to close, both indoors and outdoors, from 18:00 on Friday.
The stricter restrictions will apply in the Greater Glasgow and Clyde, Lanarkshire, Ayrshire and Arran, Lothian and Forth Valley health board areas.
Licensed premises will have to close until 25 October, although they can still serve takeaways.
Cafes which do not serve alcohol can stay open until 18:00.
Pubs, bars, restaurants and cafes in the rest of Scotland will not be allowed to serve alcohol indoors. They can only open between 06:00 and 18:00 for food and non-alcoholic drinks.
Licensed premises away from the central belt can continue to serve alcohol outdoors until the 22:00 curfew which was introduced last month.
Hotels across Scotland can serve evening meals to residents but without alcohol.
Alcohol can still be served at weddings and funerals, which are limited to a maximum of 20 people and can only take place in regulated premises.
The existing rules state that a maximum of six people from two households can meet together in hospitality venues, either indoors or outdoors.
Customers have to provide their contact details in case contact tracers need to reach them, and must wear face coverings while moving around and when not eating or drinking.
It is mandatory for staff to wear face coverings, and there can only be table service.
Thursday 8th October 2020
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Friday 9th October 2020
Following on from the announcement on Wednesday 7th October about bars and restaurants having to close to indoor customers, but cafes being allowed to stay open until 6pm (but not sell any alcohol) many businesses sought clarification whether they could remain open.
As stated in this article, the stress and uncertainty caused some business owners to break down “in tears”. This relates back to a comment Sandy Fraser made at the end of one of his video diaries the previous day (Thursday 8th October) that his bank manager had had a business owner of a hospitality business “in tears” over the phone.
As the news article below in full states, there is growing concern of the impact on employees' mental health for those who work in the hospitality and tourism sector (and as indeed Sandy alludes to in his videos of Thursday 8th October 2020).
Friday 9th October 2020
This is the day when pubs/bars and restaurants in the central belt of Scotland have to close for 16 days.
Friday 9th October 2020
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The new restrictions are enforced from 18:00 and the Oak Tree Inn will have to close its doors once again to guests coming in to the restaurant and bar, with no alcohol allowed to be sold and only take-away food served. Only guests staying at the Oak Tree Inn will be allowed to eat indoors. These restrictions are to last for at least 16 days, until 25th October 2020.
With the new travel restrictions also coming into force where people are not allowed to travel beyond their health board area, it remains to be seen if the number of day visitors will drop of significantly or people will still travel outside their health board area to get to the countryside.
Saturday 10th October 2020
Sunday 11th October 2020
The news features talk of another UK-wide national lock-down and the Prime Minister is due to announce a new three-tier grading system for more locally-based restrictions on Monday 12th October.
Sunday 11th October 2020
The Scottish Minister for hospitality, Fergus Ewing, states that the closure of bars and restaurants may be extended beyond the 16 days to 25th October 2020 (having closed from 18:00 on Friday 9th October 2020).
Sunday 11th October 2020
The Fraser family’s latest new business venture to open, the St Mocha Carbeth drive-thru (which opened on Thursday 8th October 2020), experienced a very busy first three days of opening. On the Sunday, there was a very busy and constant flow of customers.
As well as being busy outside, it was busy inside as the Frasers and staff got used to a brand new working environment and systems:
Unfortunately, as can happen even with the best laid plans, the road between the new business and the main city of Glasgow is to be completely closed for one week for road-works, after only four days of opening the new St Mocha Carbeth drive thru.
Monday 12th October 2020
As restrictions to stem the second spike of the pandemic begin to be reintroduced and reports of further restrictions are made, the Mitchells and Butlers (M&B) group of hospitality companies announced possible redundancies. Their well-known chains include Harvester, All Bar One, Toby Carvery and O'Neill's. From the BBC news item: A spokesperson for the company described it as "a difficult and regrettable decision". M&B would "seek to redeploy affected staff wherever possible", the spokesperson added. "Our industry is operating in exceptionally challenging and uncertain circumstances. While we have worked incredibly hard to make sites Covid-19 secure and keep staff and customers safe, we are facing significant difficulties from the recently introduced 10pm curfew for pubs, bars and restaurants, new enforced closures and tapering government support that doesn't go far enough."
Monday 12th October 2020
A post on the Oak Tree Inn website updates customers on the latest arrangements (an update from the post above on 8th October 2020):
Monday 12th October 2020
The Prime Minister, Boris Johnson, announces in the Westminster Parliament a new three-tier system for managing more local restrictions in England (the video can be played via the link below). The First Minister of Scotland, Nicola Sturgeon, says that she will introduce a similar scheme.
Monday 12th October 2020
And in Scotland the First Minister, Nicola Sturgeon, announced as follows:
Tuesday 13th October 2020
With severe restrictions on their businesses for 16 days, the Oak Tree Inn businesses promote they are still open for take-aways:
Wednesday 14th October 2020
Northern Ireland (part of the United Kingdom) takes the decision to close all bars, restaurants and hotels for 4 weeks from Friday 16th October.
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Closure of the hospitality sector, apart from deliveries and takeaways
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Other fast-food and takeaway premises to close at 23:00
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Off-licences and supermarkets not to sell alcohol after 20:00
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While there was no specific mention of hotels, it is understood they will also be closing for four weeks.
Wednesday 14th October 2020
The Netherlands follows France and other European countries to order a four week lockdown of all bars, restaurants and cafes.
Thursday 15th October 2020
Concerns that the new 3 tier rules will impact on a quarter of a million hospitality jobs in London alone.
Thursday 15th October 2020
The First Minister of Scotland, Nicola Sturgeon warns that when bars and restaurants re-open on 26th October this will not mean a “return to normal” causing further concerns within the hospitality industry.
Friday 16th October 2020
The hospitality industry responded to the Scottish Government’s offer of £40million support by stating that it was not enough to prevent businesses permanently closing.
Friday 16th October 2020
Guests mentioning how Covid-safe premises are is a new feature of hospitality customer feedback sites.
Monday 19th October 2020
The country of Wales announces that it will go into a national lockdown for 17 days. Bars and restaurants are to close and residents told to stay at home.
Monday 19th October 2020
After 9 days of the 16 days of the tighter Scottish restrictions Sandy Fraser shares his thoughts on the situation so far. This is also in the context of the increasing prevalence of even longer lockdowns for hospitality businesses in Wales, Northern Ireland, some areas of England such as Liverpool (the first area to be placed in the Tier 3 category in England) and throughout Europe, especially in France, Spain and the Netherlands (as referenced in news articles above).
Video 1 (8 mins 34 seconds)
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Sandy discusses the past nine days of closure and what has happened:
· The business got roughly 48 hours notice of the closure, had drawn up rotas, looking forward to good weather forecast, etc
· Complying with the restrictions
· Have guests staying in the hotel but not allowed to serve alcoholic drinks
· “Have found it hugely frustrating and have taken a considerable amount of cancellations”
· Another nice weekend, busy National Park but couldn’t accommodate them (with food etc).
· They are allowed to do carry outs but “there is a certain age group who want to sit down and have some form of comfort when they are eating”;
· “…but it is getting cold now and we don’t have the sort of facilities like the continent has when you can sit outside comfortably at this time of year”
· “Incredibly frustrating, very difficult and I wait with baited breath for the future”
· “I have an uneasy feeling that it will be extended; I would be delighted to be proven wrong”
· Morale is very difficult with staff.
· Hours of staff reduced dramatically and some staff back on furlough.
· “The uncertainty that ripples within the business; I cant say how difficult that is for management, staff, personal health... so challenging times, definitely”
· Historically for the past 21 years October has been incredibly busy but this year there has been substantial amount of cancellations
· Even those who come are finding it difficult to do anything.
· “Have religiously embraced what we can do and what we cant do” (in terms of Covid safe practices)
· Finding it very disappointing.
· Conscious of news today that Wales is going back into local lockdown.
· Wales is getting £300m for four weeks and Scotland is getting £40m for 16 days but when it is spread around it is very little
· Village shop turnover is reflected in anxiety of people wanting to go into a small shop and the fact that there are fewer people coming out to Balmaha.
· The coffee shop is “ticking over” with take aways
· “Very difficult to see difference between coffee shop and Oak Tree Inn since high proportion of food sales, but licence of Oak Tree Inn dictated that it had to close”
· Have been lucky that the weather has been good since people are still coming outside.
· There are other businesses which have not had any customers
· “Always some light” in other parts of the business, the drive thru has opened up and delighted with first days of opening
· Unfortunately timing not the best since the closed the road the week after opening
· Great feedback from customers
· Plan to bring the 60 seater bus to the drive thru so that people can sit in the bus at the drive thru.
Video 2 (7 mins 17 secconds)
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Sandy shares his thoughts on the impact on the wider hospitality industry with the issues of Wales, Northern Ireland, France, Holland, Liverpool, etc tighter restrictions; and he reflects on whether he should have mothballed the business until spring of 2021 (as had been a possibility in May/June) or whether it was the right decision to re-open:
· Having the second wave that was predicted back in the summer.
· “Powers to be feel that the National Health Service may become over-whelmed and they are trying to react to it”
· “I feel that, unfortunately, the hospitality industry is a casualty of that”
· “My sympathies go out to all politicians. They have an incredibly difficult job to do”
· “We are at the cliff edge here, not knowing what tomorrow will bring”
· “I am constantly getting asked by staff and fellow business people in the hospitality industry”
· Local hoteliers saying they have gone from having a full hotel last week to an empty one this week.
· Seeing the resolve of business colleagues/friends who have been in the business 20, 30 40 years just beginning to crack at the edges. “I do see them beginning to crack at not being able to see any light at the end of the tunnel”
· “Human nature being as it is, you are always looking for someone to blame but the reality is we are all in this together and we just need to keep going and be as optimistic as we can”
· Business plan for survival (through Covid) was built on October helping to build some reserves for “drifting through the winter” but the reality is being closed for 16 days out 31 days.
· Tomorrow a meeting with the bank manager “and I cant honestly say to you that I am relishing it”. Just hope that get continuing support.
· “It is going to be a dark winter and just in the past two weeks it has got a lot darker”
· Had been talking about mothballing the business until spring of 2021, but decided to open up again in July – “can say without a hesitation … we needed somehow to stay open”
· “It is hugely important to us to meet the visitor expectations” when they come out to Balmaha and want a coffee, some food, etc.
· “We know that these people will come back; we will get back to some form of normality”
· “We have had good support and some disappointments with support”
· “I feel that they, the like of Fergus Ewing (Scottish Government Cabinet Secretary for Rural Economy), have done exceptionally well, certainly for a business my size”
· “I look back on it, and much as I talk about the frustrations of it, compared to urban situations we have bee incredibly lucky. And it has been the right decision to stay open in a form as best we can”