After over a year of being cooped up inside we are all more than a little desperate to enjoy a little sunshine. And now, at Reigate Manor, we finally can. Our new garden space has finally arrived and we are over the moon with it. Using artificial grass and a number of large wooden planters, the new space has transformed four old parking spaces into something altogether different. Opened by General Manager, Vikas and Operations Director, Giles Thomas on Thursday 3rd June 2021, the garden extends out from the original patio at the front of the hotel, offering guests more relaxed seating and a place to enjoy a drink in the sun.

When asked about the garden, Vikas said “I couldn’t be happier with how it has turned out. It has been so nice to already see so many guests enjoying the new garden with their families. It’s exactly how we envisioned the space being used.”

Giles added, “For many years we have discussed the idea of transforming a small section of our car park into something that will help improve our guests’ experience with us. I’m so pleased that we finally decided to do it, and, as you can see, it’s a fantastic addition to the hotel.”

The new spacious front lawn has opened just in time for the hotel’s reopening and the arrival of some glorious sunshine. Why not pop down and enjoy the area for yourself.

The Hoteliers’ Charter was drawn up in 2020 to raise the profile of the hospitality industry and promote hospitality as a profession of choice to parents, schools, colleges, universities and careers influencers.

The charter was conceived by Sally Beck, General Manager of The Royal Lancaster hotel, when she called upon the industry to change the perception of hospitality careers. Speaking on the Hoteliers’ Charter website Sally says, ‘sadly we are still known for long hours and poor salaries. TV programmes are doing nothing to dispel the negative noise about working in our kitchens and our hotels. The government, now needing to legislate on how we handle service charges and tipping does not do us any credit either.’

By being a part of the Hoteliers’ Charter we are trying to shout about all the good things that the industry is doing so that potential employees and parents can know that they will be supported and developed in their career for the long term. We commit to:

1. Developing team members through training, apprenticeships, coaching and mentoring, positioning hotel roles as careers, not just jobs.
2. Support The Hospitality Commitment to respect team members’ work/life balance, rotas and working hours,providing sufficient notice for changes and requests. As our members trade seven days a week, a range of shift patterns are available to support working families, students and part time working.
3. Support the ambition to end low pay, believe passionately in giving people opportunities to develop their careers, and give access to financial and pension guidance.
4. Champion a fair and transparent service charge/tronc/gratuities system where all monies are distributed with only agreed costs retained.
5. Offer colleagues access to an employee assistance programme, to provide confidential support across all facets of their physical and mental wellness, both in and outside the workplace.
6. Provide a positive and nourishing workplace environment and culture for colleagues, nurturing social networks around their teams and facilitating social activities to build cohesive workplace communities.
7. Support industry charities, and other charities relating to the community they serve, respecting and encouraging colleagues’ commitments to additional community endeavours.
8. Drive environmentally sustainable businesses with a commitment to reduce, reuse and recycle, and champion the government’s commitment to be carbon neutral by 2050.
9. Advocate diversity, inclusion and equality, offering English lessons to colleagues where required and taking practical measures to make hotels accessible for all disabilities.
10. Commit to the Modern Slavery Act and ensure that all suppliers act in accordance with the core values of the Hoteliers’ Charter and The Hospitality Commitment.

To learn more about what our membership within the Charter means for us, contact our Operations Manager, Giles Thomas at gt@manorcollection.co.uk.

Three months ago I put together a very similar article where I spoke about the optimism I felt for the coming year. I think I was even so hopeful that I dared to invite readers to our upcoming wedding fair on 6th February. Of course, when I was putting this together I still thought I’d be visiting my parents on Christmas Day, so I think I can be forgiven for my auspiciousness. Yet here we are at the beginning of May and there’s reason to be more buoyant than ever. We finally have an official opening date where, all things being well, we will never have to close again.

This recent period of closure, however, has given us the chance to reevaluate our business and to look at some of the details we never would have before. We’ve taken time to consider what we do best and how we can put more of our efforts into this while being more realistic with the things we don’t do so well. It’s too easy sometimes to look at what your competition is doing and to feel like you need to jump on the bandwagon with them. Even when your resources don’t allow it. I feel a moment to pause and reflect is vital not only in our personal lives but in our businesses too. These changes may only be small but I’m confident it will help us to bounce back from lockdown 3 (or 4. I’m really not sure anymore) much stronger than we have before.

Whether your business was given the greenlight to open at stage 1, 2 or like us, stage 3, I wish you all the very best of success. I’m confident that the past 12 to 14 months have been the hardest you will ever face and you’re still here. If that’s not motivation to keep going, nothing is.

Giles Thomas
Group Operations Director

The start of a new year brings the feeling of joyous anticipation like no other time of the year. That is felt even more so as we enter 2021 and leave behind the horrors of the past 12 months. With venues closed for months on end, limits put on guest numbers and continued uncertainty over the tier system, the wedding industry will be at the front of the queue when it comes to waving goodbye to 2020.

Through all of this, however, we have been amazed at the number of wedding enquiries our venues have continued to receive. The public’s desire to look past all the challenges Covid-19 has brought them and to still stay focused on their special day has been truly inspiring. And now, with restrictions beginning to wane, the light at the end of the tunnel is finally coming into focus.

We are so excited for what is sure to be a fantastic rejuvenation within our industry and we are looking forward to seeing the joy on the faces of our newly married couples again. We have used the past 10 months to really work on our wedding packages to ensure we are offering everything a couple and their families could need. The time has also allowed the flowers around our pavilion to mature, creating a stunning area for an outdoor wedding ceremony, that we are thrilled to be able to show off again. Simply put, we cannot wait for this year’s wedding season.

One thing to bear in mind for all those newly engaged couples who will start, or perhaps even restart their venue search this January, dates will be limited. With so many weddings having to be postponed from 2020, a large bulk of premium dates will have already been taken. This in turn creates an increased demand for those same dates the following year too. So once you find that dream venue, don’t wait around for too long before reserving your preferred date.

I wish everybody the very best for the new year and perhaps we will see you at our upcoming wedding fairs, where you’ll have the chance to meet our wedding coordinators and explore our beautiful venue.

Giles Thomas
Operations Director
Manor Collection

If you sat me down 2 years ago and told me I would be awarded Surrey Business Person of the year in 12 months time, I would have laughed at you. If you had told me that in 2 years time we would be where we are now, I would have had security escort you off the premises. Yet here we are. In the midst of the worst period the hospitality industry has seen in many a generation and, of course, a worldwide pandemic.

Giles ThomasOperations Director

As a group of 3 independent hotels and an exclusive party venue, we have not been an exception to the industry’s recent hardship. We have had to re-evaluate our business from top to bottom in order to continue operating and to secure a future for our venues and our staff. Sadly, this restructuring has meant a number of long term employees were made redundant and those remaining have had to learn new skills in order to cover the gaps. Something I’m exceptionally thankful to the team for doing with such understanding.

Since the country went into lockdown back in March we have had to keep a close eye on every aspect of the government’s latest rules and regulations. As you all know these change so frequently that it has almost become a full-time job just keeping up with them. All our venues are primarily focused around the successful running of both public and private events, such as weddings, parties and conferences. All of which have been heavily impacted by these regulations and increased the need for
us to adapt as a business.

As we began to lift our heads above the water back in July, we started focussing on the rejuvenated staycation market. Starting with Hartsfield Manor, we admittedly reduced our rates and partnered up with a number of popular
voucher websites with the hope of achieving occupancy rates of around 30-40%. We were staggered by the public’s desire to break free from the homes they had been locked in for so long, and couldn’t believe it when we had occupancy rates of over 70%.

It was these fantastic results that led us to reopen Reigate Manor at the beginning of August. Unfortunately, we haven’t seen quite the same resurgence as we have at Hartsfi eld Manor. Perhaps down to the developing government guidance but most certainly not helped by the closure of Reigate Hill. If you think trying to encourage guests to leave their homes during a pandemic is hard enough, try telling them they may need to add a 26 mile diversion to their journey.

Despite the public’s desire to get out and about, it is clear that a challenging winter lies ahead. It is commonplace for many in the hospitality industry to struggle through the early months of the year. But usually, there would have been a storming Christmas period to carry them through. Something the 10 o’clock curfew, the rule of 6 and the public’s confusion over what they can and cannot do, has put a huge dent in.

However, this doesn’t mean Christmas is off this year. Far from it. Our three hotels, for example, have a bumper Christmas offering. Lunch and dinner reservations, as well as festive afternoon teas, are all available throughout December. Not forgetting lunch on Christmas Day and Boxing Day, and a 6 course feast for your New Year’s Eve celebrations.

Like us, the entire hospitality industry has invested heavily in ensuring our venues are safe for the public to return to. From the moment we reopened we have tripled our efforts to improve cleanliness throughout and followed every piece of advice we can get our hands on.

All team members wear face masks from the moment they clock in until they leave the building at the end of their shift. Protective screens are in place wherever we can put them and hand sanitiser bottles are on each and every table in our public areas. All this has meant we are as safe as we possibly can be. And this is just the start. We will continue to invest in these safety measures for as long as we need to.

And it is here where the general public come in. More than any other industry, hospitality is reliant on people coming out to enjoy themselves. Now more than ever it is vitally important that we do what we can to help our local bars, restaurants and hotels where we can. Eat out, stay overnight and enjoy these establishments by following the guidance set out by the government and the individual business.

I do not wish to get into a fight over who is or who isn’t to blame for the spread of this virus but currently, the hospitality industry is being used as a scapegoat for something that has very little to do with us. And now with the latest nationwide lockdown in place, I urge you to support your local venue when they are finally allowed to reopen. Hopefully in time for Christmas. Stay safe, follow the guidance and enjoy our industry like we intend it to be enjoyed.

Giles Thomas, Operations Director

After 5 months of being closed, we are delighted that Reigate Manor will be re-opening on Monday 10th August.
The past few months has been very challenging for the hotel, with many of the weddings, events and Cellar Rooms celebrations having to be rescheduled due to the ongoing restrictions from the coronavirus.
Over the past few weeks prior to opening the team have been implementing new Covid safety measures across the hotel to ensure the safety of our guest and staff is of the highest importance when re-open. While it is ‘virtually impossible’ to remove every risk, we have implemented a new policy and have reviewed our risk assessments throughout.

All of our team members have also been trained with a certified Covid training program. The staff members will also have thermal temperature checks before starting shifts at the hotel.

Hygiene standards and physical distancing measures have been put in place throughout. Hand sanitising stations will be available throughout the hotel. Cleaning procedures in the hotel have been adapted and include a fogging machine which disinfects each area once it has been cleaned ready for our next customers use. Another one of our improvements in line with our new Covid policy is to remove serving food buffets and will be now serving all food to order.

Giles Thomas, Operations Director for the group said “I am delighted that we are ready to re-open Reigate Manor. It has been tough being shut for such a long period of time, but the team have been working hard behind the scenes ensuring everything is ready for Monday 10th. I would like to take this opportunity to thank all of our guests, partners for the support during this difficult time and look forward to welcoming you all back at the hotel shortly.”

The hotel is taking bookings for staycations, Sunday lunch, afternoon teas and dining in the restaurant. Please contact the hotel at functions@reigatemanor.co.uk or by calling 01737 240125

Reigate Manor has signed up to the ‘Eat out to Help out’ scheme which will be available to guests from the 10th August. Booking in advance is essential and can be made with one of the team in events or reception.

For further information on Reigate Manor please see www.reigatemanor.co.uk

Hartsfield Manor, a 19th century manor house hotel based in Betchworth is re-opening on Monday 13th July after being closed for over 110 days.

The last few months at Hartsfield Manor have not been the summer that we originally planned for. With several weddings and events rescheduling for later in the year or next year, the hotel has been through some very challenging few months.

The team have been hard at work implementing several Covid measures across the hotel to ensure the safety of its staff and guests upon re-opening. While it is ‘virtually impossible’ to remove every risk, our policy to mitigate risks through best practice and risk assessments are in place.

Hygiene standards and physical distancing measures have been put in place throughout. Hand sanitising stations will be available throughout the hotel along with the increased frequency of cleaning the bedrooms and public areas of the hotels. Food service has been reviewed throughout, with guest being served with food buffets no longer available.

Our team have also been trained before returning with a certified Covid training program, along with thermal temperature checks before starting shifts.

Giles Thomas, Operations Director for the group said “I would like to take this opportunity to thank all of our guests, partners and incredible team for the support during this difficult time and look forward to welcoming you back at the hotel shortly.”

The hotel is taking bookings for afternoon tea, bedrooms and dining in the restaurant. Please contact Helen Dobrak at the hotel at events@hartsfieldmanor.co.uk or by calling 01737 845300

Hadlow Manor, the busy function and wedding hotel on the Maidstone Road in Kent has recently hired a new manager to take over the day to day running of the hotel.

George Payne joined the hotel in February having previously worked as a General Manager for Kudos at Penshurst Place.

George takes over from Besnik Imeri who left the hotel in January to return back to his native home in Austria and work for a hotel there. George brings with him a wealth of experience and the team at Hadlow Manor are very excited about his arrival.
“I am delighted to have joined the team here at Hadlow Manor, who have shown in the short time I have been here how dedicated they are to making the guest’s experience their top priority in everything they do. I have seen the success of Hadlow from afar, and to now be a part of that is very exciting for me.”

Giles Thomas, Operations Director for Manor Collection, of which Hadlow Manor is part of said; “It took us quite a while to find the ideal candidate for this role. Hadlow Manor is such a unique property with a real sense of being an independent family run venue that it is very important we find the right person to be the face of the hotel and take care of the smooth running of its day to day activity as well as peoples weddings and large conferences. George has some great experience and is a great fit, we’re really pleased he has joined us and we look forward to the future of Hadlow with George at the helm!”.

For further information on upcoming events please visit www.hadlowmanor.co.uk

Reigate Manor recently invited twenty sixth form students currently studying at Reigate college to come along to the hotel and learn more about what’s involved with working in the hospitality business.

The students who have shown an interest in working in the industry spent an informative few hours at the busy Reigate hotel learning about different roles within the industry. The hotel belongs to Manor Collection hotel group which also owns Hartsfield Manor in Betchworth and Hadlow Manor in Kent. The group have previously done something similar and invited students from The Priory School in Dorking to have a tour behind the scenes at Hartsfield Manor.

Giles Thomas, Operations Director for Manor Collection, said; “As an Enterprise Advisor for The Priory School it was an obvious experience to be able to offer the students and once that was a successful day I decided to offer the opportunity to other schools and colleges in the areas. The students were very interested and left with a better knowledge of what’s involved with working in a hotel. They were given talks from our HR Manager, our Marketing Manager and one of the hotels Mangers who has worked his way up from a waiter to Management level. We’re more than happy to host these events so please do get in touch if you would like your school or college to benefit from it.”

Hannah Thomas, Enterprise Coordinator for East Surrey and North Sussex said; “Giles volunteers his time to help with career activities at the Priory School, Dorking. His experience and knowledge of running a business and managing staff recruitment is of immense benefit to the students. The school has benefited from work experience opportunities, trips to Hartsfield Manor, mock interviews and top tips for what employers look for. Giles continues to help the school and we are very grateful to him”.

On Friday 7th February, Reigate Manor hosted a fantastic quiz night to raise funds for The Giant Pledge.

The Giant Pledge was set up by local Redhill family Vicky and James (Woody) Woodall after they had the devastating news that their then four year old son George had a rare form of cancer known as a Ewing Sarcoma. The family have thrown their energies into not only supporting their son on his treatment plan but also to raise much needed funds to go specifically towards research into childhood cancer at The Royal Marsden. The hospital has successfully treated George and many other children undergoing treatment for this horrific disease. The Giant Pledge (formally known as George and The Giant Pledge) have so far raised £1.6m and they aren’t stopping there! Woody joined the quiz night and at half time announced the wonderful news that George has just had another disease free scan, marking his 2nd anniversary of getting the all clear. Woody also asked the crowd to support their petition to save the site of the Marsden in Sutton which is at threat of closure by asking people to look up the hashtag #MustBeMarsden.

The hotel group have put on several quiz nights as well as family fun days, Easter egg hunts and Christmas wreath making events over the years to continue in their fundraising efforts for this fantastic cause. With Friday nights’ efforts raising a further £1500, the hotel group can now proudly show off they have raised £15,500 for the charity and they plan to keep going.

Giles Thomas, Operations Director of The Manor Collection hotel group said; “We are very proud of what we’ve achieved so far in our fundraising efforts for this amazing charity. The team are all responsible for the success of these quiz nights, they write the questions, collate the raffle prizes and host the event all on their own. We don’t use a professional company much to some of the attendees surprise!”.

With further quiz nights planned for PSDA and Stripey Stork keep an eye on www.reigatemanor.co.uk to book tickets and help the team at Manor Collection continue with their fantastic fundraising efforts.