- 1 hour ago
Category
📺
TVTranscript
00:00I've run hotels most of my working life.
00:04So we've got 23 rooms in-house tonight.
00:07Thank you very much to all of you.
00:09So I know all too well how brutal the hospitality industry can be.
00:13That is terrifying.
00:15We've put everything that we have into this.
00:17And this year the situation truly is dire.
00:20You've got me worried about that now.
00:22I have a lot of pressure to make sure that I deliver.
00:26With businesses facing spiralling energy, food and wage costs.
00:30I have a big sense of responsibility.
00:33And customers who have less money to spend.
00:36Frankly, sweet Fanny Adams.
00:38From country pubs.
00:39Careful of the dog s***.
00:41To seaside hotels.
00:42This has got to be done for Friday.
00:44I have somebody in here Friday night.
00:46Shepherd's huts.
00:47You've got a big one.
00:49To family guest houses.
00:51Makes me think of Scarlett O'Hara.
00:53They're all in desperate need of my help.
00:55She's just pulled up and I'm terrified.
00:58I'll be getting my hands dirty.
01:00Come on, the pint work.
01:03And delivering some hard truths.
01:05I think you're bonkers.
01:07Hello.
01:08To help owners across the country get back in the black.
01:12Something has got to change.
01:14We're very silent.
01:16Why?
01:17You're the expert.
01:18Before everything comes crashing down.
01:20We're just hoping we can catch it before it's too late.
01:24That is my challenge.
01:26Should I choose to accept it?
01:27And I do.
01:32There's a couple of things here that I loathe.
01:35This time.
01:35Oh my God.
01:37Whose taste is this?
01:39An airport hotel struggling to stay airborne.
01:42We only made a net profit of £15,000.
01:45Run by a mum and dad eyeing up their retirement.
01:48What's holding you back?
01:49Holding me back your future.
01:51And a son feeling the pressure to step up.
01:54If you lose it, I don't want to go down that route.
01:56I'm a bit worried about how on earth I can help this lovely family.
02:00There's a lot on my shoulders.
02:05Mum, the eggs ready?
02:07No, no, no.
02:08Because I'm doing it.
02:08Oh, s***.
02:11Sat on a busy road in the commuter town of Hawley is the Gatwick Turret, a budget bed
02:16and breakfast run by 62-year-old Ram, 61-year-old Ange...
02:20Hi, you all right?
02:21Hello.
02:21...and their 37-year-old son, Rye.
02:24Oh, we don't disagree about anything.
02:26Me and mum, you know, get on, like, house on fire.
02:33Former mechanic Ram and airline catering assistant, Ange got into the hotel trade 22 years ago.
02:38Rye was 15 when they moved into this 10-room Victorian guest house.
02:43And after working in airport security, he moved back in and joined the family business a decade ago.
02:49Okay, brilliant.
02:49Well, thank you so much.
02:50Yeah, no problem.
02:51My parents come from a generation.
02:53If it's not broken, why fix it?
02:55The carpet we've had is the same carpet we've had 22 years ago.
02:59I like white.
03:00White is good.
03:01I like this colour.
03:03This is a beautiful colour.
03:09A mile down the road is Gatwick Airport, where over 250,000 flights carry up to 46 million passengers every
03:16year for business and pleasure.
03:18That's a lot of people needing somewhere to stay.
03:20And Gatwick Turret is one of over 100 hotels, including big chain brands, fiercely vying for their business.
03:29It's not really a luxurious boutique hotel.
03:32They just want to rest their heads for maybe even four or five hours because they've got an early flight
03:36in the morning.
03:37So they don't want to spend the money here.
03:39They want to spend the money here on holiday.
03:40Have a safe journey.
03:41Take care.
03:42Rooms generally go for 50 to 80 pounds.
03:45Breakfast is extra.
03:47Most guests often families stay just the one night, which nudges up overhead costs on bedding and cleaning.
03:53All the costs all adds up.
03:56Money is coming this way and going another way.
03:58This is it.
03:59You're working so hard.
04:00When you check, end of the month, they say, really?
04:04Wrestling with those overheads in a highly competitive market, the family are having to run the hotel almost single-handedly
04:11to keep staffing costs down.
04:13You've got to do everything yourself here, really.
04:17Otherwise, you are lost.
04:18But despite their hard work, the business is barely breaking even and the family are struggling to pay themselves.
04:24We don't run out of the energy now.
04:26You can see the physical side of the business, you know.
04:30Ant and Ram have moved out from the hotel to live down the road and want to retire.
04:34But with limited savings, they're relying on the hotel's non-existent profits to see them through their sunset years.
04:41You've got to cut off time, basically.
04:43You know, when you're in the business, 22 years now.
04:46Hard-working, 24-7, you know.
04:49Not holidays.
04:53Click Insight and it should be their earnings.
04:55And they show us that all our last three months.
04:57With the running of the hotel having recently passed to Rai, it's all on him to turn things around for
05:03mum and dad to find a way of making a profit.
05:06I have a lot of pressure to make sure that I deliver because that's what's going to help my parents
05:11into retirement they work so hard for.
05:16We don't want to be the leader anymore.
05:18Let Rai take over.
05:19And then you give my son a chance to take a step forward.
05:23The sad reality that could happen if I can't make this business profitable or just have to sell it.
05:29And I don't think my parents will like that because they work so hard.
05:35This is where I'm stuck.
05:38I need someone like Alex to say, look, let's make some money here.
05:42Because there's a lot on my shoulders.
05:53I am just arriving in Leafy Hawley.
05:57There's a lot of business to be had here, but enormous amounts of competition.
06:03Oh, here we are.
06:08No vacancies.
06:09It's a good sign.
06:18I play cricket.
06:19It's like when you walk into the crease, ready to bat, facing your first ball.
06:24Or when I did my first boxing match, you know, you're just like waiting around for your opponent.
06:30I really struggle with these guest houses.
06:33It's very hard to find solutions.
06:35You know, I'm sure there's probably six or seven down the street who are all offering the same thing at
06:41the same price.
06:43I suppose I shall call reception.
06:48Hello?
06:49Hello.
06:50This is Alex, Polizzi.
06:51Hi there.
06:52Be right with you.
06:56Hi.
06:56Hi, Alex.
06:58How are you doing?
06:59Very nice to meet you.
07:01Right, here we are.
07:02You still have the Covid screen up?
07:05Yes, yeah.
07:06It's pretty handy.
07:08Why?
07:10It's not exactly going to protect you against irate guests, is it?
07:14So, are most people coming who stay with you, transiting, flying off in the morning, you know, how does it
07:21work?
07:21Pretty much all our guests are like that.
07:23They're checking late and they're flying out early.
07:24So, what's the occupancy like?
07:26It's around 80%.
07:27Good.
07:28Yeah, yeah.
07:29Why do you need my help?
07:32Well, profit margin's not particularly great and parents are retiring.
07:37Right.
07:38I've got to look after them.
07:39Good boy.
07:40So, it's just really tight.
07:42There's a lot of effort for, um...
07:44For not much money.
07:45Not much money, yeah.
07:46I think it's a common problem.
07:48Yeah, yeah.
07:49So, is it too early or can I check in?
07:52I can check you in right now.
07:54I'm managing my expectations.
07:56Just how budget is my budget room going to be?
07:59Now, follow me.
08:04Right, here we are, room number seven.
08:06Thank you very much.
08:07So, how much would this room be for me tonight?
08:11Single occupancy would be 69.
08:13Fine.
08:14Yeah.
08:14Okay.
08:15Yeah.
08:15Great.
08:17I'll have a look around the room, poke my nose in another couple of bedrooms,
08:21and I will come back and find you.
08:23Is that all right?
08:23Absolutely.
08:28First of all, I wish I'd brought my sunglasses.
08:31The glare of this light is fierce.
08:36Let's put it that way.
08:38This is pretty much exactly what I expected.
08:41It is very basic, but very generous bottles of water,
08:47which seems like an unusual expense.
08:50I mean, that's a top brand of water.
08:53Very basic tea tray, so there's already a little bit of a disjunct
08:57that I'm not entirely sure about, you know.
08:59Is it this or is it this?
09:03Only you can decide.
09:06Good luck.
09:07Oh, no, we're ready.
09:09Yeah, straight to the point.
09:11That's good.
09:11That's what we want.
09:13Yeah.
09:13That's what we like.
09:14Yeah, so.
09:15Straight to the point.
09:19Hmm.
09:22This makes me think of the kind of dress and gone with the wind
09:26that you'd have done a party dress out of.
09:30Scarlet O'Hara.
09:32Oh, my God.
09:34Whose taste is this?
09:36There's clearly something of a mismatch going on around here.
09:41Ugh.
09:43So, there's a couple of things here that I loathe.
09:47What is the point of having a headboard in front of a window?
09:50I mean, I'm quite grateful to be spared the Guantanamo Bay strip lighting.
09:55At least that.
09:57Do you know what?
09:58I hadn't even noticed the purple ceiling.
10:00You know, I'm kind of obsessed by the fact
10:03that this is all being shoved in next to each other.
10:09Aside from the odd purple ceiling,
10:11it feels like a lot of this place hasn't changed much
10:14since Ram and Ange moved in two decades ago.
10:17Very nice to meet you.
10:18I'm Alex.
10:19Hi.
10:19Nice to meet you.
10:20Hi, Alex.
10:21Very nice to meet you.
10:23So, tell me about how long you've had this building.
10:26We owned it for almost 22 years now.
10:29Worked here, lived there, raised the kids here.
10:32The way forward for us is really to step back now, to be honest.
10:36It's not easy, yeah.
10:37It's not, yeah.
10:37So, how long has Rai been here with you?
10:40He actually got involved with the business in 2014.
10:43Yeah, that's right.
10:44But this last two years is taken more seriously now.
10:47So, if you want to exit this place, we need to pass on all the information.
10:52Okay.
10:53Well, I'm looking forward to working with you very much.
10:55You appreciate that.
10:56Thank you so much.
11:20If Rai can't turn things around, selling the hotel may be their only option.
11:26If someone comes as the right offer, would you consider selling it?
11:29Well, we, we, we, quite easy.
11:32What's holding you back?
11:33Holding me back, your future.
11:35We had a good life, you know.
11:37I want to think about your future.
11:39If you'd like to see this pass into the next generation and keep the, you know, family business going.
11:44It's not an easy decision.
11:45No.
11:46No.
11:59This is Gatwick Turret Hotel, just a mile from the airport, boasting some interesting room stylings.
12:07Oh, glitter.
12:10Everything that glitters is not gold.
12:13Despite high occupancy, they're making almost no money.
12:16This business needs a lot of updating.
12:19Otherwise, it's just not worth it.
12:20We will just sell up and say goodbye to it.
12:25Overworked owners Ram and Anja are desperate to retire.
12:29That's all right.
12:29Bye-bye.
12:30But that relies on their only son, Rai, either making the business profitable or giving up and selling the place.
12:36To lose it, hopefully it won't come to that.
12:39And we will keep fighting until, you know, until we can't really.
12:45Some big changes are required to keep this family business alive.
12:51Aha!
12:53Hello.
12:54Hello.
12:54Explain to me the funny mismatch of styles that are in this hotel.
12:59I got the idea online with the purple ceiling.
13:02I thought I'd just give it a go.
13:04I don't mind the purple ceiling.
13:06Oh, really?
13:07There's lots of things I mind more than the purple ceiling.
13:09Let's put it that way.
13:10Okay.
13:10I mean, I can't understand why you've got a bed with its headboard against the window.
13:15Yeah.
13:15I can't understand this, which has completely nothing to do with anything else.
13:20It's a conflict of my ideas with my mum's.
13:22Ah, now.
13:23So, you know, if you...
13:23So, what's your mum and what's you?
13:25That's you, I know.
13:26Yeah.
13:27And this is you.
13:28I want things to look a bit more Instagrammable.
13:30I've got some ideas, even for this room.
13:32Go on, what would you do?
13:33I'll knock this wall out.
13:35I'll put a steel beam.
13:37Maybe put a bathtub here.
13:41A nice king-sized bed, perhaps.
13:44I think you're bonkers to even think of that.
13:47Yeah.
13:48The market is incredibly price sensitive.
13:51Yeah.
13:52Rye shouldn't be thinking about expensive extensions.
13:55He needs to be making sure every penny counts.
13:58And when I arrived at the hotel, I spotted an instant fix to help with that.
14:03Rye's massive car park, where guests can leave their cars before grabbing a bus to the airport.
14:09So, you've got an enormous car park.
14:13Yeah.
14:13How many cars can you park here?
14:1520.
14:16Okay.
14:17We charge £8 a night for the car parking.
14:20Because car parking around here is really expensive, isn't it?
14:23Yeah.
14:24But not a lot of people know about the guest houses here, that we do on-site car parking.
14:28Yeah, I think it's a good add-on for the business.
14:30A brilliant add-on.
14:31I don't disagree with you.
14:33Parking at Gatwick Airport itself is around £30 a day.
14:36So, I think Rye's badly underselling himself at £8.
14:40Right now, his 20-space car park averages 7 to 10 cars a night.
14:44With only 15% of his customers actually using it, we can definitely up that.
14:49But, first things first, I want to dig down into the numbers.
14:54What kind of percentage profitable are you?
14:56We don't make huge margins.
14:58I'd have thought you were a liar if you said you did.
15:01In our previous year, we did a turnover of a quarter of a million.
15:05Yeah.
15:06But we only made a net profit of £15,000.
15:08They had a turnover of a quarter of a million pounds, but made only £15,000.
15:13That's a paltry 6% profit.
15:15Even a budget hotel should be making 15% or £40,000.
15:19I'm sure that quite a lot of your profitability goes on commission, doesn't it?
15:24Yeah, I mean, a big chunk of our bookings are through the agency.
15:28Is it 18% that they charge?
15:30They charge 15.
15:31Tell me about what it costs you to put on in Rome.
15:33Each room costs around £4.20 for the linen.
15:37There's tea, coffee tray, a bottle of water.
15:41Expensive water.
15:42Mum didn't like it.
15:43I wouldn't put a very expensive bottle of water in the room, I agree with you, Tom.
15:47Yeah.
15:48Go on, so what does it cost?
15:50£3.20.
15:51£3.20.
15:52And probably two quid of that is the water.
15:55Adding to the cost per room are roughly £6 on housekeeping,
15:59£9 towards the £350,000 mortgage,
16:03£24 on utilities and taxes,
16:05and £9 commission for those pesky online booking sites.
16:09So, the grand total of that, my dears, is 56 quid.
16:16Yeah.
16:16Lucky, lucky you, all this work and all this headache.
16:20And you're making a profit of about £4 a night per room.
16:23That's great, yeah.
16:24Not quite enough to retire on.
16:25Yeah.
16:27Frankly, sweet Fanny Adams.
16:29Yeah.
16:29So, there is obviously a problem.
16:33Do you pay yourselves?
16:35£1,000 each.
16:36£1,000 each?
16:38Yeah, yeah, yeah.
16:40Gosh, darling, I mean, I'm surprised the government allow it.
16:43You're not even making minimum wage.
16:44No, we are not.
16:47Have you tried putting up the room rates?
16:50We put the room rates up, then they don't sell.
16:52The room rates that we sold 22 years ago
16:54are pretty much the same as they are now.
16:55But in the olden days, you weren't being paying 15% commission.
16:59Exactly that, yeah.
17:00The other realistic thing, which is like the nuclear option,
17:04is to spend two years and pay as much as you can of the mortgage
17:07and then sell it and make some money.
17:09Yeah.
17:10What weds you to this business?
17:12I don't know what to do afterwards, you know.
17:14It's going to take a lot of reinventing.
17:16But darling, you're young and it's possible.
17:19Is this place what you consider your pension?
17:22That's what I was thinking.
17:23Yes.
17:24So we either need to make more money or sell it off.
17:28Yeah.
17:29I'm going to go and sleep on it.
17:31I don't often deal with hotels who have to be so focused
17:35on one type of customer.
17:36It really feels like there's no wriggle room here.
17:41I'm a bit worried about how on earth I can help this lovely family.
17:45It's quite a difficult conundrum.
17:48You know, they know that they can't put up their prices
17:50and they almost have 100% occupancy.
17:53And those are the two things you can alter to make more money.
17:56So I'm going to have to be inventive.
18:00Hopefully, a decent night's sleep might help me come up with some solutions.
18:18Oh, Brandy, look at you.
18:20Oh, look at his face.
18:21He's not allowed in here.
18:24I sat remarkably well.
18:27So I can't really complain.
18:29I mean, it's just not a destination.
18:33It's just a transient spot.
18:36And we all sometimes need handy places like that.
18:40But maybe there's a way of making it more of a destination.
18:43I've had a few ideas.
18:45I mean, I've got to come up with a solution for them.
18:48And a solution that they can afford.
18:51A first thought is to make things around here more useful
18:54for those transient customers.
18:55And that brings me, tastily, to breakfast.
18:58Good morning.
18:59Morning.
19:00Thank you so much.
19:01That looks lovely.
19:02Ah, thank you.
19:04So I'm alone here in the dining room.
19:06Do people usually have breakfast or not have breakfast?
19:09Sometimes we can have 10 breakfast a day.
19:12Then sometimes it's not even one.
19:14Yeah, it depends on the flight as well.
19:16Okay, I understand that.
19:17Okay, enjoy your breakfast.
19:18I will.
19:19Yeah, thank you.
19:20Cooked breakfast is £10.95, serving between 7 and 9.
19:24But that's only earning them around £35 a day.
19:28More flexibility for those earlier flyers could help.
19:32It's absolutely delicious.
19:33The other thing I spy is their posh coffee machine, which they serve for free.
19:38That feels like another missed opportunity, but I'll get to that later.
19:42I've got a bigger plan to pitch.
19:44I've asked my host to meet me in their grand floor family bedroom.
19:48I've hatched a scheme that feels a little like making a deal with the devil.
19:52But as ever, I'll do whatever it takes.
19:55Come on in, my darlings.
19:58So, this is a conundrum, isn't it?
20:00I think there's a few basic housekeeping things that you could do,
20:04which are that every time someone books a room, you could email them
20:07and make sure that this is the positive choice for where they park.
20:10And I also think you could put up your car parking prices a bit.
20:13But I'm wondering whether we do a gimmick, which I don't normally go for.
20:18Okay.
20:19Which is to try and encourage families to book here.
20:23Yeah, I'm wondering if we could make it like a first-class cabin.
20:28So, they walk into this room, and the children's bed would be like a fold-out,
20:32you know, like you do when you're going in a first-class cabin.
20:36We could do little fake passports that the children get stamped at the front desk.
20:40And this would make it a bit more glamorous, nicer room,
20:44so you could charge a bit of a premium for it, whether it was with or without children.
20:48I think that's a fantastic idea.
20:50If we can advertise that a bit more.
20:52And also, it might just see if there's room in the market just to tweak the prices,
20:58because actually, that bottom line thing is very intractable.
21:02Yeah, I agree.
21:04Okay, well, we'll give it a go.
21:05I will do my best for you.
21:07And when I come back, I hope we'll have got rid of the very expensive water.
21:10Yeah, I'll go back.
21:11I'll drink it all.
21:13I think these changes will give a holiday atmosphere from the moment guests arrive,
21:18and could let me up this room's rate from £80 a night to maybe £120.
21:24Plus, if this works, they could turn other rooms premium too.
21:28I was feeling very anxious about it until I thought of something that we could try.
21:33And now I've got a project to get my teeth into, and I will.
21:37As always, there's lots to do before I come back, you know.
21:41And I've got a lot of other projects on, so it's never straightforward.
21:45But I'm glad I've got a plan to go at.
21:49All right, here we go.
21:57Ready?
21:58Okay.
21:59If Rye's parents want to retire, change is needed here fast.
22:03I've left the family with a load of all-important homework...
22:07Right, do you want to take the headboard?
22:08I'll take the headboard.
22:09...to realise our vision of an airline-themed room for the lucrative family market.
22:14Get it all rubbed down and change...
22:16Let's go to a charity shop.
22:17As well as clearing out the dated mismatched furnishings,
22:20I've also asked Rye to make more of one potential goldmine.
22:26Alex recommends that I should be up-sailing my car parking.
22:30So everyone who books now will get an instant email saying,
22:35do you know that we offer on-site car parking?
22:37And Rye's upping the parking rates from £8 to £10 a day,
22:41still way below airport rates,
22:43which I hope will add 20% to their desperately low margins.
22:47Over in our would-be premium room,
22:49I've told the family to put an old friend out of its misery.
22:52My parents are quite passionate about neck curtains.
22:55That's for you, to look after.
22:57So seeing that go, I can see it in their eyes.
23:00They're not sure about it, but for me, I like these big windows.
23:02I like to see them.
23:04Replacing the old window fittings with frosted decals
23:07gives a brighter, more modern look.
23:09Every single detail is crucial
23:11if we want to bring in the revenue to save this family business.
23:15To lose it, I don't want to do that.
23:18It's become a part of us as much as we become a part of the business.
23:23It's taken us four hours to just fit one.
23:25How long it's going to take us to do the rest?
23:28This is a high-pressure situation.
23:30It's now or never.
23:32You know, it's do or die.
23:45Change is in the air
23:47at the financially challenged Gatwick Turret B&B.
23:50My team have been busy on our new airline-themed room
23:53and I'm keen to check in.
23:55It is a mere two weeks since I was last here
23:59and I have a lot to do in a very short space of time.
24:03You know, it isn't my usual bent
24:05to suggest that someone should make a themed room.
24:09Normally, I'm taking theming out of everything,
24:11but it's got a two-pronged effect.
24:13It will help them hopefully stand out from the crowd
24:16and it will allow them to charge more money
24:19and hopefully make more profit.
24:21This is a tough one.
24:23That premium room could earn them an extra £40 a night,
24:27as much as £14,000 a year.
24:29But before I lend a hand with that makeover,
24:31I want to work on the heir to this empire, Rye.
24:35Hi. Morning, Alex.
24:36Hi. How are you?
24:37I'm great, thank you.
24:38A lovely day.
24:40Yes, brilliant out there. Fantastic.
24:42Parking, let's start with that.
24:44Yes.
24:44Have you put up your prices at all?
24:46Yes.
24:46Oh.
24:47We now charge £10.
24:49Very good.
24:50And the car park is a lot busier than before.
24:52Do you have a figure to put to the amount of money
24:55you've made on parking?
24:56£350 since we last met.
24:58Well, that's two weeks ago.
25:00Yeah, sorry.
25:00You no need to thank me, dear boy.
25:02It's an absolute pleasure to have been a sister.
25:05Yeah, absolutely.
25:06That's £150 more than they were making before.
25:10Across a year, that could add up to nearly £4,000
25:12of additional pure profit.
25:15So, that's one reason to be cheerful.
25:17But what about that bloody water?
25:19Ha-ha!
25:21Um, much better.
25:23Yep.
25:24What's your cost difference from what it was?
25:26So, we're saving just over £2, but we're saving a lot more.
25:29Every pound counts.
25:30Every pound counts, yeah.
25:31It's mad, but that could save them up to £10,000 a year.
25:35And I definitely think there's profit to be made in the breakfast room, too.
25:39Right, so, the obvious thing is to make some money out of your coffee machine.
25:43Yeah.
25:44Which cost you how much a cup?
25:4545 pence a cup.
25:47OK.
25:48If you had a kind of coffee machine that you could charge people for...
25:51Yeah.
25:52...then you'd make a nice little sideline.
25:54Yeah, I think it's a great idea.
25:55There are so many smart little touches that can make a hotel more profitable,
25:59and I've arranged for us to meet with the local hotelier who has that nailed.
26:03This is Oaktree Lodge, run by former flight attendant David.
26:08Hello, David.
26:09Very nice to see you.
26:11My friend, Ryan.
26:12Good to meet you.
26:12Nice to meet you.
26:13I have warned him he may be feeling a bit envious by the end of today.
26:17This is meant as inspiration.
26:19Come, follow me down.
26:22Like Ryan, David caters to Gatwick Airport travellers,
26:25with guests leaving at the crack of dawn.
26:27But he's opted to be super flexible with their breakfasts.
26:32People go in early in the morning.
26:34We offer this packed breakfast.
26:37Oh, jeez.
26:38Right.
26:38And in there, you've just got cheese and ham croissant,
26:42fresh fruit, cereal bar, and I just put a little biscuit in there.
26:47Compared to Rye's 5% profit, David's making 21% every year,
26:51partly because he encourages customers to book direct
26:54rather than through online travel agents or OTAs.
26:58What percentage of your bookings come through an OTA?
27:01I would say about 20% through an online booking platform.
27:06Wow.
27:07Yeah.
27:07That's impressive.
27:09In contrast, Rye gets 80% of his trade through the OTAs,
27:13but David has focused on creating a premium experience...
27:17Come on in.
27:19..that lets him charge a bit more per room
27:21as well as building loyalty with returning direct customers.
27:25Hopefully, when people walk into the room,
27:28they notice little things, like the sweets at the side of the bed.
27:31So many comments, people say,
27:33Oh, I love your sweets.
27:34It's really thoughtful.
27:36Yeah.
27:36And if people park here with us,
27:38I like to leave just a goodie bag in their car for the journey bag.
27:42And in there, two bottles of water,
27:46mini cheddars,
27:47a bag of sweets
27:48and business cards.
27:51Ah!
27:52The all-important...
27:53The all-important business card.
27:55We get a lot of people who say,
27:57We are recommended to you.
27:59People who have sat next to somebody on a plane coming back,
28:03Oh, where did you stay?
28:04Yeah.
28:04You know, people next to them on a sunbed.
28:06It's amazing what people talk about on holiday,
28:09but it works.
28:11Thank you, darling, for your time.
28:12I really appreciate it.
28:13You're very welcome, and good luck.
28:14Yeah, thanks so much.
28:19Was that useful?
28:21That was brilliant.
28:22There's so much in there that I can take from and learn.
28:25The fact he's so thoughtful to his guests,
28:27and they'll remember that.
28:29Yeah.
28:29And take it with the journey,
28:30and it always will come back.
28:31Which is what you want.
28:33Yeah.
28:33And I think, ultimately,
28:34that's what really makes a difference to his bottom line.
28:37It's really inspired me.
28:40So even a transitory spot
28:42can feel personal enough to stand out.
28:45Plus, inspired by David's dodging of booking site commissions,
28:48I've got another suggestion.
28:51When people come,
28:53you get them to fill out their details,
28:57and then if they book directly with you,
29:00you can give them a cheaper price.
29:02Anyone booking through an OTA is going to cost you 15% at least.
29:07So someone booking with you directly will save you money,
29:10so you can afford to give them a bit of a discount on the published rate.
29:13Okay.
29:14Rye's losing £25,000 a year to the booking sites.
29:17If all those guests book direct,
29:19even with a 5% discount,
29:20he could be saving a fortune.
29:23That's a brilliant idea.
29:24I think I needed some sort of incentive
29:26to get people who do fly from Gatwick frequently
29:29to come back and book direct with us.
29:31Good.
29:32Yeah.
29:33He's starting to learn, this young man.
29:35Time to check in on our airline-themed premium room.
29:39Hello.
29:40How's it going?
29:41Yeah, good, I think.
29:42Aha, the film looks great on the windows.
29:45That already is going to make a big difference.
29:47Pull down a blind.
29:48Let's have a look.
29:50Ooh.
29:52Ooh.
29:54That's a thing of beauty.
29:55This room needs to prove it deserves a premium price tag,
29:59so I've arranged a little test for tomorrow night.
30:02I have a family coming to stay.
30:04Oh, wow.
30:04And so they will be the first to road test the room,
30:07hopefully give us some encouraging feedback.
30:09Wow, I'm excited for that.
30:11We've got two brief days to get the blinds up,
30:13to get the paintwork done,
30:14to get the carpet in,
30:15to get our other bits of furniture in.
30:18I'm hoping that you're going to see it,
30:19and you'll go,
30:20why did I not think of this?
30:22Yeah.
30:22Reviews are everything,
30:23and this will be our new rooms first.
30:26But the clock is ticking,
30:27we'd better get it cleared for the carpet fitters.
30:29Right, let's go.
30:31Where are we going?
30:32Uh, in my bedroom.
30:33Lovely.
30:39I feel as if this place has been in stasis for ages.
30:44Mind the paintwork.
30:48Nice and clean.
30:49I'm hoping that I've started showing them the way.
30:52You know, just a bit of energy,
30:55a bit of enthusiasm,
30:56a bit of infigure.
30:58I just want to...
31:01Go.
31:04If we can pull this off,
31:05it could be the miracle this family need
31:07to keep their business going.
31:09We were hoping that the carpet fitters
31:11were going to come today,
31:13but I don't think they'll manage it.
31:15So, I'm now a bit more anxious than I was,
31:18because it's all timed quite tight as it is.
31:22Plough bravely on.
31:23What's the option?
31:25I have to have faith, don't I?
31:36It's my penultimate day in Hawley,
31:38and I'm relieved to say
31:39that the carpet fitters were in bright and early,
31:42and our new fold-out furniture has been delivered.
31:46Hello, my darling.
31:48Hiya.
31:49Dun-da-da!
31:50Oh, I like these.
31:52Yeah, it's looking good in here.
31:53Look at this.
31:55Dun-da-da!
31:58Dun-da-da!
32:00That's very nice.
32:01Yeah.
32:03I mean, isn't that nice?
32:05Very nice, beautiful.
32:06And then the piece de la resistance.
32:09Oh, my goodness.
32:10That's a turret.
32:12Oh.
32:12Gatwick turret, sleep well, fly well.
32:15Oh, that's good.
32:17Isn't it?
32:17Yeah, yeah.
32:18What we have basically done
32:20is quite a big change on quite a big room
32:22for about one and a half grand.
32:24So there's no need for Rye to knock down walls.
32:27Our new fold-out chairs give the room plenty of space.
32:30But there's still lots to do.
32:32Let's go.
32:33Some of the more tasteful furniture is being reused.
32:36All right, OK.
32:37The chuckle brothers are back.
32:38That's it, yeah.
32:39To me.
32:41I've got a family coming in to road test the new product,
32:45and I really want it to be as nice as it can possibly be.
32:48It's very chic, actually.
32:50There is quite a lot still to do.
32:52I don't want them to arrive, but they're still faffing.
32:56It's always last minute.
32:57Lastminute.com is my whole life.
33:07Good.
33:09All right.
33:13Ta-da!
33:14Come and see the room.
33:17The old, thoroughly depressing family bedroom has been transformed.
33:22The cramped conditions, awful curtains, and mismatched decor are gone.
33:29In their place are modern fittings, posh carpet, and handy new furniture that can be an armchair
33:37or a child's bed.
33:38The all-new airline-themed family room is ready for take-off.
33:42Well done, that looks very nice.
33:44It gives you a little point of difference, and I think that's very nice.
33:48This is good.
33:49Great.
33:49Good.
33:50Very cosy.
33:51Very nice.
33:57I'm going to leave Ryan and his parents until the morning.
34:00This next step they need to take on their own.
34:05The family are just about to arrive to rotess the room, and I suppose what I really want to
34:10find out is if this is a premium product that's worth a more premium price.
34:16I don't know.
34:17I want us to get a good review from this family and know that we're on the right track, so
34:22that all the efforts have been worthwhile.
34:43At the Gatwick Torritt Hotel, it's the moment of truth, as our four guinea pigs, Lauren and
34:48Bradley and their children Logan and Lily arrived to road test our new premium room, and Rye's
34:54got some surprises for them at the check-in.
34:56Hi.
34:57Hi, how are you doing?
34:58Good, thank you.
34:59We've got a little passport for you.
35:01Before I give you your room, I think you need to check in.
35:04Passport.
35:05I'm hoping these memorable little details will encourage return customers.
35:11Well, welcome to the turret guest house, and you'll be staying in the turret air premium
35:17once, sweet.
35:18Here is your room key.
35:21Have you a lovely stay.
35:22Bye-bye.
35:24This is the advantage of being independent.
35:26You'd never get this kind of individuality in a big chain hotel.
35:32Ooh.
35:34That's nice.
35:36What do you think?
35:38Do you like it?
35:39Yeah.
35:40Do you want to help me?
35:42Yeah?
35:43Do you want to go?
35:44Yeah.
35:45Oh, that's cool.
35:46Oh, that's cool.
35:48Hello, it's a lid.
35:50Okay.
35:50Wow.
35:52Straight enough.
35:53No.
35:54The kids seem to approve of our new room's theming, and there's another add-on to come
36:00that'll help with our publicity.
36:03Concierge.
36:04All right, this is your case.
36:06Hope you have a good night's sleep.
36:07You've got a nice little sticker here.
36:09Oh, brilliant.
36:10There you go.
36:11You want to stick this on your bag?
36:13Go on, then.
36:14There you go.
36:16Try to the side.
36:18There we go.
36:19So if you want to go around the baggage belt, you know what turns yours now.
36:21Perfect.
36:23I've asked our guinea pigs to record the experience of their stay.
36:27Are we having a good time?
36:29Yeah.
36:29Oh, how easy was that?
36:35What do you think?
36:36Is it comfy?
36:37Yes.
36:41I'm six, by the way.
36:43Goodbye.
36:45Are you comfy?
36:46Yeah.
36:47Ready for bed?
36:48Yeah.
36:49Cool.
36:49Say night.
36:50Night.
36:51Night.
36:59Good morning.
37:01You have a good sleep?
37:03What would you like to have?
37:04Cousin.
37:05Yeah?
37:06Yes.
37:06Okay.
37:07So you're welcome.
37:08I am back here in Gatwick for my last day.
37:11I've had a family to stay in my new room.
37:15This is for you.
37:17I'm hoping that they're going to agree that it is a premium quality room and it deserves a premium price
37:24tag.
37:29Good morning.
37:30Hello.
37:31Hi.
37:32Hello, hello.
37:33You were the first people to stay in the new room, so I'm dying to hear what you thought of
37:38it.
37:38I absolutely loved it.
37:40Oh, good.
37:40Yeah, I think it's great.
37:42It gives you sort of holiday vibes from the very second that you step into the room.
37:46Oh, God, you're so nice, darling.
37:47I mean, I could have written that line for you.
37:50I'm so pleased.
37:52Great.
37:52And what did you think of the fold-out beds, kids?
37:55Good.
37:56I'm glad.
37:57If you were going away, where would you like to be flying off to?
38:00Turkey.
38:01Oh, I love it.
38:03Interesting.
38:03International traveller.
38:04Right then, time to talk cold, hard cash.
38:08What would you be prepared to pay for a room like that, do you think?
38:11I was thinking about 150, maybe even up to 180 for sort of peak times.
38:15Thank you, because we think that our price point would be £120.
38:20Okay.
38:20Yes.
38:21That's better feedback than I could have hoped for, and taking inspiration from the Oak Tree Lodge,
38:26we're adding to our premium family experience with complimentary goodie bags.
38:30This is an idea that we've got for kids before they go to the airport, one for you, just a
38:37croissant on a juice,
38:38in case you need a little pick-me-up, and one for you, young lady.
38:45At my suggestion, Ry's going to take a similar approach to breakfasts, with takeaway boxes for early risers.
38:51I always knew more flexibility would help.
38:54Plus, he's finally got that coffee machine sorted at £2 a cup.
38:59Yeah, so people can actually pay, while they're wanting a coffee, before they head to the airport, or just during
39:03the day.
39:03So, I've just got to keep bringing in the caffeine.
39:07But none of this matters if you don't get the word out there, and this is where the novelty of
39:12our new family room helps.
39:14I've invited Mark to come in, who's a journalist working for Sussex World and Surrey World.
39:21They have a quite astonishing leadership, and I'm hoping that he's going to help me promote the new premier rooms,
39:28and generate some traffic to Ry's own website.
39:32And that'll be crucial if we're going to save Ry that 15% commission charge.
39:38I've come to visit the new premium turret air room, and as you can see, it's really cool.
39:43So, it's got wonderful little touches, like you get these on the back of an airport seat, with the instructions
39:50in.
39:51If you're looking for a stay before you fly away, and you want to get the kids excited,
39:55why not stay here at the Gatwick Turret in Horby?
39:59So, maybe Gatwick Turret has finally broken out of its holding pattern.
40:04Let's see what the finances say.
40:07It's come down to a numbers game, hasn't it?
40:09It's all about a pound here and a pound there.
40:12So, let's say, for example, the room that we've just done is £99.
40:17If you had £15 a child for two children, the base rate it is is £129.
40:22Then you're suddenly making, by my calculations, with 85% occupancy, you're making about £11,000 profit a year.
40:33A year.
40:34Yeah.
40:34So, £11,000 profit for just one room, with the option of turning other rooms premium too.
40:40That's a nice prospect for a hotel crawling by on £15,000 profit.
40:44And if they can keep on with the car park, be more flexible on breakfast,
40:47and encourage more returning customers to book direct, that could add up to a six-figure sum.
40:53Definitely a wake-up call for us.
40:56You know, what you've done in that room, we're going to do that room, some rooms.
41:01Yeah, I really like that idea.
41:03When I first met Rai and his family, the talk was of preparing a retirement plan for mum and dad.
41:10At the moment, there's not enough money for them to retire,
41:13and so it's essential that they spend the next few years working really hard, all of them together,
41:18to ensure that there's a proper retirement fund.
41:21If they can achieve the changes I'm suggesting, mum and dad could retire within the next few years,
41:26leaving Rai to stand on his own.
41:28I think what I learned in this process is that premium means better interaction with your customers.
41:34Yeah.
41:35You know, make them feel special, and starting their holiday here at the guest house rather than at the airport.
41:40That's a brilliant tagline, start your holiday by staying with us.
41:43A genius idea, darling.
41:45I'm hoping I've inspired Rai enough and given him the tools he needs to succeed.
41:50Time will tell.
41:51All right, my darlings, it's been an absolute pleasure.
41:54Thank you, Alex.
41:55Thank you for your help.
41:56Rai, sir.
41:58Bye-bye.
41:59See you soon.
42:00Bye-bye.
42:01It's been a great journey from start to finish.
42:04The tarot actually got some attention that it needed.
42:07I'm really chuffed at what we achieved in such a short period of time.
42:12This has been a really difficult one to work out what to do.
42:17To be busy and not to be making money is a kind of unusual problem.
42:22I think I just needed to remind the family to analyze everything, to work out where they could make a
42:28better margin.
42:29Hopefully, this is a plan that they can take forward.
42:41I think it was really nice to do.
42:52I think it was a great idea.
42:54If you have to do it with me, I can't do it with my own.
42:55If you have to do it with my own life today, I'm very smart.
42:56I know.
42:56Maybe I'm not that you have to be, but I mean, I'm out of your own money.
42:58But you can't do it with my own money.
43:00and being more engaged with our guests.
43:02The business is now heading in the right direction.
43:30The business is now heading in the right direction.
Comments