Waterfront to bring greater expectations

HOSPITALITY: Industry figure says standards will have to rise further when foreign travellers come to visit the V&A Dundee

Brett Davidge took a risk when he interrupted his promising career in hotel management in the UK by travelling round Europe.

But he returned with greater awareness of international customers’ needs and what for them makes a happy hotel stay.

The different level of expectation is what he believes the industry in the Dundee area will need to appreciate and address if the economic benefits of the £1 billion waterfront regeneration are to be realised.

Successfully back on the career ladder as general manager of the Apex City Quay, the 43-year-old South African said the Dundee area’s hospitality industry had to get ready for “a game-changer”.

“I have been here for two years and would say the hospitality offering is brilliant,” he said.

“Feedback on Trip Advisor from visitors is good.

“But when the V&A and the other waterfront elements come along it will be a different game.

“Until now, the industry here has been pitching its service at meeting the expectations of visitors mainly from other parts of the UK.

“The V&A is going to bring international visitors and, hopefully, many of them.

“Hospitality staff will have to engage with people who are more experienced and discerning travellers and have different expectations of service.

“It’s useful, for instance, if staff can have a conversation with them in their own language if they are not English speakers.

“There can be cultural differences too.

“One example is that you can’t put someone from China in a fourth-floor room as number four is unlucky for them.

“We’re going to have to raise our game if we are to make the most out of this opportunity.”

Ensuring that visitors to the area receive the best hospitality standards is a key aim of the new Dundee and Angus Visitor Accommodation Association.

Brett Davidge said a big opportunity awaits his industry.