The Courier & Advertiser (Angus and Dundee)
Hotel’s new food service proves a hit
Balbirnie Ho u s e managing director Nicholas Russell could not have predicted the community support as he launched a click-and-collect food service.
The Fife hotel boss has praised staff for their efforts and customers for rallying round after fulfilling 1,000 takeaway orders from the front entrance.
Mr Russell, who has been at the Georgian mansion since 1992, said he has never experienced anything like the support he has seen in the past seven days.
Operating from noon to 8pm daily, the collection service, which launched in the midst of the festive season, has allowed the hotel to welcome back 18 of its 85-strong workforce.
The drive-through concept sees customers order via an app and choose a collection time. They can pick up their order by driving around the turning circle and collecting it there, or queueing on foot in a socially-distanced line at the front of the hotel.
Mr Russell said: “We had a decision to make – we either close completely, or somehow endeavour to keep going, and that’s what we have done.
“We thought the best way to do this was to deliver a click- and- collec t, safe, socially-distanced facility for the local community.”
He added: “Initially we thought we’d be running the takeaway service for a few weeks, but you just never know.”
The service offers everything from fish and chips to pizzas, burgers, posh hot dogs and more.
Working with Criton, an Edinburgh-based hotel app builder, and Hungrrr, a Dundee-based online food ordering firm, Balbirnie House has been able to diversify and cope with demand due to innovative technology.
“We’re taking a food ordering system and applying that to a hotel environment and then applying the ability to have a pre-designated collection time,” he said.
“We have a substantial following on Facebook which has been a real game-changer for us.
“The technology is designed to allow us to deliver an order every two and a half minutes. People have a slot which tells them their time, so we’re always working to refine the service.
“On Sunday we served 129 orders and they were all being issued out the front door within one minute of the pre-agreed time slot.”
Having been able to bring some staff back from furlough, he also hopes to see the momentum keeping up so that potentially more employees could return.
However, he is wary that the new restrictions in place across Scotland may discourage people from coming out.
But, remaining positive, Nicholas is also hopeful that, come warmer months, they will be able to welcome customers to another new concept he is considering – an al fresco bistro in 10 gazebos on the front lawn.