The Courier & Advertiser (Fife Edition)
‘Customer confidence’ is the key to success, says Fife hotel proprietor
For Lee Murray, proprietor of the Laurel Bank Hotel in Markinch, the coronavirus crisis has been the most unnerving situation he’s experienced in 21 years of running pubs and bars.
Having taken control of the business just four weeks before lockdown was imposed, he’s the first to admit the last 15 weeks have not been good for the nerves.
“Certainly the timing could have been better,” he smiles
“Now here are back open and the number one priority has been – and will continue to be – public safety.
“It’s all about rebuilding customer confidence and trust as we take our first tentative steps out of the crisis.
“Normally I’d have two staff on duty on a Monday afternoon but today I have 12.
“That will no doubt change, but for now it’s all about giving customers the reassurance that they are safe and that we have made it as easy as possible to be socially distanced yet have an enjoyable time.
“It’s been a very nervy time for sure but helped by being able to furlough staff and from a £25,000 support grant from the Scottish Government which has been reinvested back into the business with much more besides.”
However, while the financial support has been first class, the lack of official guidance on social distancing and safety has been anything but, according to Mr Murray.
“The lack of guidance from the Scottish Government has been horrendous with us having to just navigate as best we can to get to where we are today.
“I’ve heard the same story from countless other landlords and owners in recent weeks.
“I’m just glad we’ve made it this far, for many reopening has just not been financially viable and we’ll see a great many establishments go to the wall before we are fully through this crisis.”