- 21 hours ago
The Hotel Inspector - Season 21 - Episode 06: Plume of Feathers
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00:01I've run hotels most of my working life.
00:05So we've got 23 rooms in house tonight. Thank you very much to all of you.
00:10So I know all too well how brutal the hospitality industry can be.
00:14That is terrifying.
00:16We've put everything that we have into this.
00:18And this year the situation truly is dire.
00:21You'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.
00:31I have a big sense of responsibility.
00:34And customers who have less money to spend.
00:37Frankly, sweet Fanny Adams.
00:39From country pubs.
00:40Careful of the dog ****.
00:42To seaside hotels.
00:43This has got to be done for Friday. I have somebody in here Friday night.
00:47Shepherd's huts.
00:48You've got a big one. Thank you.
00:50To family guest houses.
00:52Makes me think of Scarlett O'Hara.
00:54They're all in desperate need of my help.
00:56She's just pulled up and I'm terrified.
00:59I'll be getting my hands dirty.
01:01Come on, the pint work.
01:04And delivering some hard truths.
01:06I think you're bonkers.
01:08Hello.
01:09To help owners across the country get back in the black.
01:13Something has got to change.
01:15You're very silent. Why?
01:17You're the expert.
01:18Before everything comes crashing down.
01:21We're just hoping we can catch it before it's too late.
01:25That is my challenge. Should I choose to accept it?
01:28And I do.
01:32This time.
01:33What on earth made you think that this was something that you could do?
01:37I don't really know.
01:38I answered a call from a scared young landlord.
01:42This is your pub.
01:43You've got to leave from the front.
01:44I don't have that much competence.
01:47Who took the leap through necessity.
01:49Nobody understands I have been homeless.
01:52But is struggling to stand on his own two feet.
01:55I just don't think I can do it on my own.
01:59Say it again.
02:05Three months ago, aged just 24.
02:07Hey Giles, how you doing?
02:09Hendrik took over the Puma Feathers pub
02:12on the edge of the village of Castle Morton
02:14in rural Worcestershire, traditional farming country.
02:18I've never done hard work in my life.
02:20What can I get for yourself?
02:21You learn really quickly if you pour a bad pint.
02:24Do you want a flake with it?
02:26Clients, they don't really hold back.
02:28£10 altogether.
02:29Thank you very much.
02:30Hendrik's family, mum Louise, his Dutch dad Henk.
02:34Can you fill the middle tank with water
02:36and then bring the hose back up?
02:38And his younger sister Meredith
02:39were running a 270-acre stud farm for 10 years
02:44when their life was turned upside down.
02:47We were renting this farm
02:49and we've been there for the last 10 years.
02:50However, the new owners said that we couldn't stay any longer.
02:54So, all of a sudden, we had six weeks to move,
02:5880 horses, five dogs, three cats,
03:02a parrot and a big house with nowhere to go.
03:05Essentially, we were homeless.
03:07In that time, the previous landlord had enough running the pub.
03:11And when I heard about that, I was living on my nan's floor.
03:15I saw that as an opportunity, as somewhere to live.
03:19A job, hands down, we've got to take it.
03:22It's our only option.
03:24To provide a roof over their heads,
03:27Hendrik took out an £8,000 loan
03:29for the lease of this 18th-century coaching inn with Beer Garden.
03:34Downstairs is a bar, dining room and a working kitchen.
03:39And upstairs, four small bedrooms and a living room.
03:43In return...
03:44Can we get a tuna and mayo sandwich
03:46and one Dutch power to fix?
03:47Hendrik's farming family became the live-in hospitality staff.
03:51My mum's my chef.
03:53My dad helps me out with running bar shifts.
03:55I can't undo these.
03:57When Hendrik took over the business,
03:59the pub hadn't opened its kitchen for 18 months.
04:02I wanted it not to be just an old boozer.
04:06Thank you very much.
04:07To help widen a narrow customer base,
04:10Louise...
04:11I'm just a mum cook.
04:13..donned her apron.
04:14You rate my chilli, don't you, Neil?
04:16Yes, very good curry, very good chilli.
04:19No complaints from me.
04:21Now that we've opened up a kitchen,
04:23there's more incentive to bring the kids and the family down.
04:27I've never worked in hospitality.
04:29I think that's good.
04:32But my husband has had his own pub before.
04:35I'm sure I can pour the better pint.
04:37Well, I did three and a half years in Sussex.
04:39And that was 1986.
04:41Not as good a pint as this was.
04:44That's average.
04:45Average, isn't it now?
04:46People always think Dad is the landlord
04:49and I'm the uni bar staff.
04:51I'm fed up of people saying,
04:52can I have the manager, please?
04:53When I'm like, excuse me, I'm the landlord.
04:56But it's not just the customers
04:58who are struggling with the concept of the young landlord.
05:02I don't think of him as my boss.
05:04I mean, I'm the boss of the kitchen.
05:06Louise may run the kitchen, but it's not the life she and Henk planned.
05:11I've cleaned the ladies, Lou.
05:13As you know, I don't go in the men's.
05:14I've done the men's.
05:15Because it makes me gag.
05:18I'm exhausted.
05:20Because I also clean the pub most days as well.
05:23Hendrik, I'm not having a go at you.
05:26Why are you getting so stressed?
05:28I'm not trying to make you feel bad.
05:30I do clean the pub most days.
05:34I know.
05:34And I cook and I do your accounts.
05:38It's not criticism to you.
05:40It's just working out where we're heading.
05:43Hendrik's parents have found an opportunity to continue stud farming
05:46and potentially build a house for themselves
05:49on a small plot of land they've bought.
05:51And so they want to step back from the pub.
05:54Being made out as I'm really useless here.
05:56That's not fair.
05:58Oh, don't be silly.
06:00He's got to stand on his own two feet and run the place.
06:04They've given Hendrik a deadline of five months
06:06before they stand down as the pub staff.
06:09It's given me five months, essentially,
06:11that I've got to learn to do everything on my own.
06:15I'm very scared about a bad deadline.
06:17It's time to grow up.
06:22The Malvern Hills in Worcestershire,
06:25a scenic landscape shaped by natural springs
06:27and famed for its historic farming roots,
06:30it's a draw for walkers and foodies alike.
06:34I am heading to a pub which is being run
06:38by a very young, very inexperienced new landlord.
06:43Close up the cellar, wipe that table.
06:46So stressed, I can't stop unswitting like I've just come out of the shower.
06:51I can't wait to see how he's getting to grips with this new career.
06:56Yeah, I'm terrified right now.
06:59I think she's going to find a few things a bit disorganised, admittedly.
07:04I am.
07:05Mum, can we pay that a bit later?
07:07No, I won't be a minute.
07:09Emotional support team.
07:14OK, she's just pulled up and I'm terrified.
07:18Judgment Day.
07:23This is a rather nice spot.
07:25I'm not a huge fan of logoed umbrellas, but I do understand that they come as freebies.
07:33One of the biggest attractions of a country pub is its beer garden.
07:37So, before I meet the landlord, I'm just going to pop my head round the back.
07:42It's an enormous space.
07:45There's a little lean-to that could probably be, well, neater.
07:54What is this banky old static caravan and some portaloos?
07:59Careful of the dog s***.
08:02You've got the washing line over there and another storage unit here.
08:08It's not quite the attractive country beer garden I was hoping to find.
08:12However, what a great outdoor space for families.
08:16They've got a nice children's playground.
08:19Now to meet the young landlord.
08:21Good morning. Hello there.
08:23Good morning. How are you?
08:25Hi, very nice to meet you.
08:27How do you do?
08:29Very nice to meet you.
08:30I mean, baby-faced is an understatement.
08:33I know people are surprised at your youth.
08:35Yes, that does take people back.
08:37Most people think I am the bar staff.
08:39Yes. Do you find that difficult sometimes?
08:41Let's just say they don't take you...
08:43Terribly seriously.
08:44That's the polite way of putting it.
08:46And so what is your role here, Hank?
08:48We've always worked together as a family.
08:50Right.
08:51But we had a big farm down the road here.
08:53And we always helped each other, so...
08:55What are you happy about so far, and what are you not?
08:58It would be really nice to have more families coming here,
09:01to enjoy the space that we provide.
09:03So, erm...
09:05What is that noise?
09:06That would be Solly, the pub parrot.
09:09Oh, my gosh!
09:11He goes quiet when you give him a crisp.
09:13Oh, yes.
09:15There you go.
09:17Has it been what you expected?
09:19No.
09:20Far from it.
09:21Far from it.
09:22And you're quite happy now, being here and running the place.
09:26Aren't you?
09:27Are you?
09:28Because it isn't for everybody.
09:32I don't think I've got enough experience to give you a definite answer on that one.
09:35All right, let me go and have a look around.
09:37I'll see you in a minute.
09:37See you.
09:38Demo?
09:42Hendrik's clearly not enamoured with this line of work.
09:46It is merely a solution.
09:48What I would like to do is make him more confident in himself as a boss,
09:52and quite quickly if this is going to succeed.
09:58Louise.
09:58Hello, Alex. Nice to meet you.
10:00Nice to meet you.
10:01Hello, Meredith.
10:02Hi.
10:03Meredith, what do you do most of the time?
10:05I'm at uni.
10:06Of course, darling, you've got a proper job.
10:08Are you paying yourselves?
10:09No.
10:10I'm only doing it to help Hendrik.
10:12I'm an accountant by trade.
10:14Are you?
10:14Yes.
10:15To step into a kitchen and to be prepared to serve a full menu is amazing.
10:20And how did you decide on the menu?
10:23We went to other pubs, saw what they were doing,
10:26and seen what they're charging.
10:28We've gone a little bit lower to try and get trade.
10:30That isn't quite how it works, darling, when you're doing prices.
10:34Well, it's a start.
10:34It is a start.
10:35You're four months in now.
10:38Pub food should make a gross profit, or GP, of at least 60%.
10:43That way, operational costs like staff and electricity
10:46are factored into the prices.
10:49If it's all right with you, I'll order a few dishes.
10:51Is there something you particularly enjoy serving?
10:54Not fish.
10:55But it's funny how many people like fish and chips.
11:01They seem extremely lackadaisical about their methodology.
11:06You know, they've picked items on a menu by going along,
11:09seeing what other people were doing, slightly undercutting some pubs.
11:12I mean, it's a little bit haphazard. You can tell that already.
11:16What can I get you?
11:17OK, so your mother let slip that she hates doing the beer-battered cord,
11:21so I'm going to order one of them.
11:22Oh, yeah.
11:23I really want to try the Dutch sole plamans. That looks delicious.
11:26It's two bits of toast, lettuce, ham, gal with the cheese,
11:30and three fried eggs over the top.
11:32And I'm going to get a seafood salad plate.
11:34And I'll have just a half.
11:39Right.
11:40Alex has ordered one cotton chips because she...
11:43Hates me.
11:44Yep.
11:46One Dutch plowmans and one seafood platter.
11:48Right.
11:50You can do the eggs.
11:52OK.
11:53A little bit worried to cook for Alex.
11:56OK, seafood platter.
11:58They've eaten nearly all the smoked salmon yesterday.
12:03Now, there would have been normally a lot more than that,
12:05but somebody ate it all.
12:07Dad ate more of it.
12:09Let's hope she doesn't notice.
12:11Oh, I'm just...
12:12You've got me worried about that now.
12:14A bit stressed.
12:22On the edge of the stunning Malvern Hills in rural Worcestershire,
12:26set amongst historic farmsteads...
12:29Can they put these eggs in?
12:30Not yet.
12:31Well, you've just...
12:32Yeah, I know, but I want that pan.
12:34..is the Plume of Feathers,
12:36an 18th-century coaching inn,
12:38where I've been called to help novice young landlord Hendrik
12:41find his feet in the pub trade.
12:44Leave me with the eggs.
12:45I'm doing peas at the front.
12:47..before his parents leave him to return to farming.
12:51I like the bar itself a lot.
12:53I like the selection of his beers on tap.
12:57I like how he's hung up all his crisps over the bar.
13:01The bar looks like the most kind of established bit.
13:04Next door to the quintessential country pub bar
13:07is the dining room,
13:08which Hendrik and his family have resurrected and redecorated.
13:13Orange and blue would not be my favourite combination of colours.
13:17There's these funny little plastic things.
13:21In fact, there's plastic greenery everywhere
13:24and a few other random items thrown in for good measure.
13:28And the laminated yellow menu shouts greasy spoon
13:31rather than rustic fare.
13:34However, I think this space could be really bloody nice.
13:40Come and sit down a minute.
13:42I don't bite, I promise.
13:43Why did you only paint one more orange?
13:46We wanted a brighter, warmer feel to this room
13:48that was previously quite cold.
13:51Yeah.
13:52Are you ambitious, Hendrik?
13:54Yes, I want this place to be the place to go to.
13:57My beer selection is completely different from the competition.
14:01Clever you.
14:02And I want to help out smaller breweries.
14:04All of our meats come from our local butchers.
14:06We want to show our support for British farming.
14:09That's a great motto.
14:10And fitting, giving the surrounding farms.
14:14So how do you feel about your parents
14:16stopping working with you in five months' time?
14:19I'm actually quite nervous on it.
14:22He's going to have to do shopping, cooking, the cellar work.
14:26I'm doing the cleaning and do the accounts.
14:29And washing up.
14:30I've got the fish and chips.
14:33And the seafood platter.
14:35That's nice, thanks darling.
14:37And the Dutch ploughman.
14:38Enjoy.
14:39I know what you want and you're not getting anything from me.
14:45I'm worried about what she thinks of the menu.
14:48That's not really my department.
14:50All the food is lovely.
14:52Particularly the cotton chips.
14:53That is one of the nicest ones I've tried.
14:56But £12.50 looks too cheap.
14:59No wonder they sell so many cotton chips because it's really good value for money.
15:04Too good value for money.
15:09I think this baby-faced landlord has a lot to offer but also much to learn.
15:15What on earth made you think that this was something that you could do?
15:21Don't really know, in all honesty.
15:23The actual hours and the work behind the bar is easy.
15:26It's all the red tape that scares me and all the pressure.
15:28Yeah.
15:29It feels a bit overwhelming.
15:31What's it cost you?
15:32It was £7,500, £8,000.
15:34We helped him initially.
15:35We had to buy all the stock.
15:36I was £3,600.
15:38We've had it all back.
15:39Oh, well done.
15:40That's very grown up of you.
15:42Now, in the height of the summer, I imagine you're earning very, very well.
15:46Up the minute, we are turning over anywhere between £14,000 to £16,500 per month.
15:52That's really good, isn't it?
15:54Well, I've got the accounts.
15:55Three months, that is.
15:57And you've taken £10,000 profit.
15:59But that's when no one's taking him away.
16:01Hendrik is seeing decent returns this summer, but in just a few months, he's losing all his free family labour
16:07just as he heads into winter.
16:10If Hendrik is to sustain paying staff, it's vital he pulls in more customers, using every trick in the book.
16:18You have to give people a positive reason to choose you, and your passion about the British farmer is nowhere
16:25evident on this piece of laminated yellow menu.
16:30When it came down to the kitchen, I sort of left that completely to mum.
16:33But you have not communicated to your mother how important it is, and you are the landlord.
16:39Everything should speak to that same idea that you have.
16:44Plastic plants do not tell that sport.
16:46No, I hated them from day one.
16:48It's no use the landlord blaming the interior design on his mum too.
16:53Hendrik has to take responsibility.
16:55Dad's going well servicing repairs.
16:59I mean, I think I'm definitely going to have to perk this off a bit.
17:03I want to give the dining area a much needed country pub revamp, so it marries with the bar.
17:08I also want to ensure that Hendrik and his chef and accountant mum Louise make a profit from every dish
17:15on the menu.
17:16I find it hard to imagine how you can sell a Dutch style ploughman's for £12.50, but you charge
17:23the same for battered cod and chips with peas, tartar sauce and a lemon wedge.
17:28How have you worked them out?
17:29Everything behind the bar is what I've done through calculations, but your kitchen method is a bit more, what's the
17:36neighbour doing?
17:36I haven't had time to do that. I just...
17:39You don't need to. What you need to do is get a very nifty little app.
17:43Let's say your menu price is £12.50.
17:47You want to make 60% margin and VAT is 20%.
17:51Then it tells you how much it should cost you to put it on the plate.
17:54Okay, perfect.
17:54So as long as you're spending less than £4.17, you're okay.
18:00So that's your homework. The margin, it has to be for a pub, at least 60%.
18:06Okay.
18:07Yes, 65 is what I've been working out everything for behind the bar.
18:10Well done.
18:12We haven't even liaised with each other when it came to making that menu.
18:16Oh no.
18:16I had no idea what you were going to put on it, no idea what you were going to charge
18:19for it.
18:20I'm excited to see if our guesswork on these prices have actually made a profit.
18:26Wait, you didn't even calculate the profit?
18:29No.
18:34And you are doing five million things at once.
18:40Right, should we work this out?
18:43Okay, let's do the fish.
18:45The fish is £4.49.
18:47The main challenge here is getting Hendrik to grow into his role as the landlord.
18:53How many portions do you get out of a bag of peas?
18:56Making him feel confident about telling people what to do.
18:59It should be 18.40.
19:0118.40.
19:02Christ.
19:03We've been underselling ourselves about £6.
19:07Being clear about what his goals are.
19:09Being clear about how to achieve them.
19:12So that is my challenge, should I choose to accept it?
19:14And I do.
19:20I've woken to another gorgeous summer's day.
19:25Morning.
19:25Good morning.
19:26And to a landlord who has clearly slept on my words from yesterday, and rather than leaving it to mum,
19:32has been having some ideas about the beleaguered and unloved dining area.
19:37It is a bit of a mess, to be honest.
19:39Yeah.
19:39But this being such a rural and farm area, I would like to show in this room that we support
19:46British farming.
19:47Have you got any ideas about how we could do that?
19:49That's where I was hoping you could come in.
19:51OK.
19:52Let's get rid of all the plastic plants.
19:56I don't think mum will be too happy.
20:00Since moving in as a family, mum Louise has put her stamp on the interior.
20:05I think it's time Hendrik fought back.
20:08We're getting rid of all your plastic.
20:10It's going.
20:12I'm loving this right now.
20:14I've hated these plants.
20:15I mean, honestly.
20:17It's a beautiful orchid.
20:18And it's not just these plastic monstrosities.
20:21It's also a haven for the dreaded knick-knacks.
20:24All these things are just literally dust collectors.
20:28What have tiki heads got to do with this area?
20:32I was just trying to...
20:33Cheer the place up.
20:36I'm just glad somebody with authority came in to finally tell.
20:40My mother, no tiki heads in the middle of a country pub.
20:45So, what we have to think of is a theme.
20:48And it's obvious to me that you like horses.
20:51So, imagine we've got those three like that.
20:55Yep.
20:56And then that one there.
20:57Yep.
20:57And then this one at the end.
20:59You've got a whole hall of horses.
21:01Yeah.
21:01That actually looks like they all belong together.
21:04Small changes like this don't break the bank.
21:06And the result is the beginnings of a properly curated pub dining room.
21:12Good.
21:13There's more I'd like to do here on my return,
21:15but now I want to turn my attention to the beer garden.
21:20Come down here, darling.
21:22There are around 27,000 pubs in the UK with beer gardens,
21:26and it's no wonder, as they can increase capacity,
21:30attract customers in the good weather, provide space for events,
21:34and, if done well, create the perfect atmosphere
21:37to boost sales and encourage repeat visits,
21:40all leading to bigger profits.
21:45Unfortunately, Hendrik hasn't yet caught on.
21:49You're in this amazing landscape.
21:52Yep.
21:53This is such an eyesore.
21:55Why is all that there, and why is all this visible?
21:57Can I ask that you at least put up something, shield it from view?
22:01Yeah.
22:02This is not a thing of wonderful beauty.
22:05I think you can tidy it up.
22:07Yes.
22:07I'm thinking having an outdoor bar here.
22:09That's a good idea.
22:10I like it, but we have to tidy it up.
22:12I think they should be capitalising on their garden space,
22:14and I just want to try and inspire them to make the most of it.
22:18Hendrik needs to realise what a huge asset he's sitting on
22:21and cash in on it quickly to make the most of the summer season.
22:27And to help him...
22:29Hi, Andy.
22:30How are you? Are you OK?
22:31Nice to see you.
22:32..I've arranged for us to visit a nearby award-winning pub.
22:35Are you OK?
22:36So, I've brought the guys to see what a lovely garden you've got.
22:40Yeah.
22:41Four years ago, we decided to develop this area.
22:44It was just a bit of grass, really, in a small car park.
22:48It was a massive game-changer for us.
22:50In creating the outside area,
22:52Andy increased the seating capacity by over 150%.
22:56Do you get families here?
22:58We do.
22:58On a Friday after school, we get the kids and the families.
23:02How long have you been here?
23:03I've been here since 2020,
23:06and we won Greatfish Pub of the Year in 2023.
23:09Well done.
23:09Ooh, very wonderful.
23:10Very good.
23:11And I believe that is outside bar.
23:14Yeah, we built that ourselves for a special event.
23:16It gets really busy.
23:17OK.
23:18Are we going to have a look around?
23:19Is that all right?
23:19Yeah, feel free.
23:24Just look how smart this looks.
23:26Yeah, really nice.
23:27White parasols.
23:29I wanted just to show you that you can't just sit on your hands
23:33and just wait for people to come to you.
23:35You have to improve the offering, your menus.
23:39You want someone to come to you once
23:41and then think this is nice enough to come back again.
23:44Yeah.
23:44I need you to think about what you can achieve at The Plume,
23:47what it could be.
23:49I've got to say I'm well impressed with what they've done with the outside of it.
23:52It's everything I would like my pub to grow into.
23:55Now that I've shown Hendrik how pimped up gardens can pull in punters,
23:59I want to outline my plan to show off his.
24:03I want us to have an event to relaunch your new and improved pub to a whole new load of
24:10people.
24:10OK.
24:11I also want them to scrutinise the menu while I'm gone and clear out the dead wood.
24:17One of the reasons that you struggle in the kitchen is because you've got a lot of items on the
24:21menu.
24:21OK.
24:22I would like you to start making some decisions about what you keep on the menu and what you keep
24:26off.
24:27OK.
24:27Yeah.
24:28And finally, before I return, I want Hendrik to recruit a member of staff
24:32to show he's making moves towards his family stepping back.
24:36If it's going to be a valid business, I think we've got to be more professional about the help you
24:44need around it.
24:45Does this all make sense?
24:49You're very silent. Why?
24:52You're the expert.
24:56OK. It's no good if you're not going to speak, though. It's not going to...
24:59I've just got nothing else to add.
25:01You got very enthusiastic when we were at Andy's for a moment.
25:06Well, it was just nice being out and seeing something different.
25:09Yeah.
25:10But also, you know, his enthusiasm is enough to carry anybody along.
25:17It's important to try and transmit the right attitude.
25:24We're all going to do everything we can to help your business,
25:27but you have to show some answering spark, so I do expect you to make a bloody effort.
25:33When we were at the pub today, it was everything I wanted my pub to be.
25:38But then coming back to mine, it's a bit overwhelming.
25:45I don't have that much competence, and it's been something I've had a problem with pretty much my whole life.
25:53So, it's not that I don't think I can get my pub there, but...
26:01I just don't think I can do it on my own.
26:11I didn't realise we cooked so much.
26:13So, we're going from 27 down to five or six main meals.
26:1824-year-old rookie pub landlord Hendrik took over the plume of feathers to provide a home for his family
26:24when they lost their farm tenancy.
26:26The Dutch Ploughman's is a nice spin-off.
26:29In return, they've provided free labour, but in four months, Mum is hanging up her apron.
26:35I'm going to step back a bit and let him man up and run it.
26:40The seafood platter flies off the shelves.
26:42Maybe I felt the kitchen was mine. The kitchen's mine.
26:46No, let Hendrik advise me on the menu and acknowledge his position as the landlord.
26:54We need to revamp this in a way that shows our support for farmers.
26:58So, we need to make a point about that, so it's from local butcher.
27:01Yeah.
27:02Endorsing British farming will boost sales in this rural community,
27:06and shaking up the menu will ensure only the dishes that sell and make money remain.
27:16I'm hoping that Hendrik will also invest time and effort in his biggest asset,
27:20the pub's beer garden, ready for the big relaunch to nucleontel.
27:25Oh, it looks a lot better than my parents. Yeah.
27:29But when I left Hendrik, he was having a crisis of confidence, and I desperately want to help.
27:35Hi, how are you all? Hello. Good morning.
27:38So, I've come up with a plan to pair him with a mentor who can help him grow into a
27:43landlord.
27:43I have a very young publican who I worked with a couple of years ago, Rhys,
27:49who had one pub, then two, and he's now just taken on a third one.
27:54And I think it would be nice for you to go and spend some time with him.
27:57Does that sound like it might be useful?
27:59No, that sounds brilliant. More help, the better.
28:02Three pubs now. He's cleaning those what he's doing.
28:05Good. See you soon. Bye.
28:08Bye-bye.
28:08Stay good. Bye.
28:104.50, bud.
28:12I first met Rhys three years ago, when he was opening a second pub in Salisbury,
28:17the Anchor and Hope, with boyfriend Mikey, just around the corner from the first, the Royal George.
28:25And that's where I'm sending Hendrik, for some confidence-boosting coaching from someone his own age.
28:32Hi, how are you all right? I'm Rhys.
28:33I'm Hendrik.
28:34Nice to meet you.
28:34All right, Mikey.
28:35Nice to meet you, Mikey.
28:36Rhys has now taken on a third establishment, and is perfectly placed to mentor a new kid on the block.
28:42What's your worry?
28:44I don't know.
28:45At the minute, it's me, my mum, my dad and my sister.
28:48My family, they're looking to move out at the end of the year.
28:51But I'm struggling with my confidence, so I've never really believed in anything that I can do.
28:55You are the landlord. This is your house.
28:57You are the boss.
28:58You've got everyone to really do it, otherwise there's no point.
29:00You won't enjoy it, and you'll hate it, you'll resent it, and then that's no good place.
29:04I think the main priority for you right now, and your family, to be able to take a step back,
29:09is getting that staff.
29:10And it's going to be a small team.
29:12Yeah.
29:12You'll definitely need someone in the kitchen.
29:14Absolutely.
29:15You'll need front of house, and you'll need probably a pot wash.
29:18You're starting off as a very small business.
29:20Yeah.
29:20And that's how restart it.
29:22I always said one was enough.
29:23I always said one was enough.
29:25Although it wasn't something I intended on doing, it's still something I want to do the best at.
29:29I'm trying to get new clientele in, broaden the spectrum.
29:32Typically they bring more money, so how do I do that?
29:34Marketing, marketing, marketing, literally marketing, marketing.
29:36Like it's a new owner doing new things.
29:38Under new management.
29:39Under new management, exactly.
29:40So it looks like it's started again, basically.
29:42Like it has.
29:43We're absolutely happy to help you, and in the end you'll be like, what was I ever worried about?
29:48Yeah.
29:49I've got to say it was an absolute pleasure to meet Rhys and Mike.
29:52Shocked about their energy.
29:54This is their trade.
29:55You can see how much they've been loved it.
29:57Just being over here and see that somebody my age has just done it, and has come out smiling with
30:02that.
30:02Generally it has lifted me.
30:05I could definitely empathize with what he's going through because it's really overwhelming when you're just learning out.
30:10He's kind of been chucked into it, but he really needs to find his passion or he's just going to
30:13flop and it's not going to work.
30:16And now he has Rhys and myself as well as a slave.
30:19Yeah, he can always talk to us.
30:20We're definitely going to go up and see him.
30:26It's been three weeks since I was last in rural Worcestershire.
30:30I had the cunning idea of getting Hendrick to be mentored by Rhys.
30:36And I'm hoping that this would bolster his confidence and motivate Hendrick to enjoy the moment and the changes that
30:44are possible there.
30:46Here we go.
30:48Gosh, look how nice it looks.
30:50Ooh, and a few little flower pots.
30:53It's looking really much smarter.
30:56Aha, the man himself.
30:58Hello.
30:59Hello, how are you doing?
31:00How are you?
31:00Nice to see you.
31:01Nice to see you too.
31:02How's everything going?
31:03Well, it's nice to have some jobs ticked off the list so that has lifted spirits.
31:07No!
31:08I can't believe it.
31:09Yes.
31:09Up and busy.
31:10After speaking to Rhys and Mike.
31:11Was it useful?
31:13Very useful.
31:13They're such nice guys.
31:15Essentially...
31:15Did he have any advice for you?
31:17As long as you show confidence, that goes a lot further than you can anticipate.
31:21Yeah.
31:21The sum up was grow a spine.
31:24Something else he mentioned was about the staffing.
31:27So, I have also hired a pot wasp.
31:30It sounds to me like you're feeling quite in control of everything.
31:34I'm so happy because life is for living.
31:36It isn't just for enduring, is it?
31:38Now, would you like to see the improvements we've done?
31:40Yes!
31:41I'm longing to see it.
31:43That was a compliment and a half when she said that I was seeming more confident and now
31:48I'm taking more control again.
31:50That was a little happy moment then.
31:53Replenished outdoor bar area.
31:54That looks much better.
31:56The once messy lean-to is now a working outdoor bar and barbecue area, which we can put to good
32:02use at tomorrow's relaunch.
32:05All the walls have been repainted.
32:07Very good.
32:08All the wood's been repaired.
32:10So, if you'd like to follow me around the back.
32:11Yes, I would.
32:13As you can see by the army of trucks, we're working on fencing it.
32:19He certainly invested wisely, shielding off the unsightly areas with smart fencing panels.
32:25Oh, well done, darling.
32:27That is going to make such a difference.
32:29Darling, well done.
32:30You've kind of got the bit between your teeth, it feels like to me.
32:35Hendrik seems like a completely different person.
32:37He seems a lot more cheery, a bit more energetic, a bit more committed.
32:44He's grown in confidence.
32:46It shows.
32:48Now, let's see if Hendrik's taken control of the menu.
32:52One page.
32:52Just one page.
32:53Oh, look at this.
32:54This is the holy grail of menus.
32:57Do you know that?
32:57I much prefer it on white.
32:59You've got your children's portion, which is such a brilliant idea.
33:03And have you done all the pricings?
33:05Yes.
33:05OK, brilliant.
33:07Oh!
33:08We are committed to supporting our local farmers.
33:10All meats, eggs, cheeses and breads are sourced from this area.
33:14Perfect!
33:15Now that the food offering is well designed, profitable and delivering the right message,
33:20I want to do the same with the dining space.
33:24There we go.
33:26I've bought with me a rustic-looking blackboard to display the new streamlined menu.
33:31Beautiful.
33:32Beautiful!
33:33And if we give it an orange border...
33:35We want it really nice and orangey on the edge.
33:38It will not only tie in with the accent wall, but draw the eye too.
33:43When you go to a bold colour like this orange, you have got to commit to it.
33:48It can't just be one wall.
33:49If Hendrik's hoping to boost diner numbers...
33:53And then this moves over here.
33:55..we need to maximise space for the winter months.
33:58And then let's put stalls around it for the moment.
34:00Stalls, I think, works better.
34:01Great!
34:01So they'll match that.
34:03Good!
34:04And although it wouldn't have been my choice, I've also embraced the orange
34:08and splashed out on cushions to give it a more curated, cosy and comfy feel.
34:13Ooh, they're a good colour!
34:16Take notes, Mum.
34:17With just a bit of tidying up, some clever rearranging and a few relevant accessories,
34:23the dining area now feels bigger, brighter and shouts country pub.
34:28Although I've just spotted one rogue item.
34:31Louise, darling, I'm sure you wouldn't have put in an artificial plant, would you?
34:37I hid in the ladies' loo.
34:39I'm going to leave Hendrik to argue that one.
34:42After all, he's the boss.
34:45Ta-da-da!
34:46I love that!
34:50I'm really pleased with the result,
34:52but now I need to turn my attention to tomorrow's relaunch.
34:5730 years ago, children under 14 were not allowed in pubs.
35:02But now landlords rely heavily on this family market,
35:05with over a billion pub meals sold a year.
35:08And to repeat Rhys' excellent advice to Hendrik,
35:11it's all about marketing, marketing, marketing.
35:15So while I leave Hendrik to take delivery of the beer...
35:18It's a lark egg today, is it?
35:20Yeah, I got quite a few.
35:22Meredith and I are on the hunt for families,
35:24and we're starting at the local campsite.
35:27Can I give you a leaflet?
35:29The Malverns are becoming more and more popular with tourists.
35:32We're from the Plume of Feathers pub at Castle Morton.
35:35Overnight stays are on the up, and with tourism contributing nearly £200 million to the region...
35:42Can we bother you?
35:43...the plume should take its share.
35:45We're having kind of like a grand reopening tomorrow.
35:48We've got Bouncy Castle, face painting, I think even a bubble machine.
35:53Happy days, yeah, definitely, that sounds great.
35:55They want to have it known as a place for families, somewhere that people come and eat.
35:59We've got a family fun day tomorrow.
36:01Hello.
36:02Yeah, we'll definitely come along.
36:05It's really important to get a new clientele here.
36:09See you tomorrow.
36:10Bye.
36:12Tomorrow it's a complete unknown.
36:14We're just going to have to hope the best, suck it and see.
36:25It's the big family fun event day to relaunch the pub to new clientele.
36:30This is the first time that they're doing a family-friendly event.
36:33Word tends to spread, and if they get a good reputation for food and for friendliness,
36:38I'm pretty sure they'll have some regular trade, which is exactly what Hendrik needs.
36:43See you in a minute.
36:44See you in a minute.
36:45See you in a minute.
36:45I also want to use today to secretly test Hendrik's managerial skills.
36:51He'll be back in a minute.
36:52The event opens at noon, so preparations need to run like clockwork.
36:58Hello.
36:59Hello.
36:59Morning.
37:00Does the barbecue need...
37:01Is it a gas barbecue?
37:02Yes.
37:03Never even turned it on yet.
37:06Somebody has to get a gas bottle.
37:08I mean, I'm not saying that this is last minute or anything, but...
37:11It's already 10.30.
37:12I know.
37:12The garden is looking good, with a new sale up for shade and shelter and reclaimed tables
37:18and chairs to increase capacity.
37:20But there's no sign of the landlord and no gas or meat for the barbecue.
37:26Hello.
37:26Hi.
37:26Hi.
37:27Joe.
37:31The burgers were meant to be here before 12.
37:34And it's not working out like that, so I'll go and get them.
37:38When I have an event on, it's like a military operation.
37:41They haven't tested the barbecue.
37:42They don't have the gas bottle.
37:44The meat hasn't arrived yet.
37:46Hendrik has gone to do something about his car.
37:48You've got an hour before people are supposed to start arriving.
37:53I mean, you know, I've never yet in my life hoped that people don't arrive.
37:58But this might be the first occasion.
38:02Luckily, I've organised for some highly experienced hands to help.
38:06Hello, my friends.
38:07Hi.
38:08Rhys and Mikey.
38:10It's all hands on deck.
38:11Absolutely.
38:11Rhys get stuck in.
38:12Follow me.
38:13This way.
38:13See what we can do.
38:15Right.
38:16Go.
38:21We've got ten minutes till we're starting.
38:23There's already people in the car park.
38:25I feel slightly stuck.
38:27I'm bloody glad that Mike and Rhys are here to help.
38:31There's bloody fridge and it's bloody beeping.
38:35Got a bit close to the knuckle.
38:37It's a bit late.
38:38Come on.
38:40Here you come.
38:41The burgers have finally arrived.
38:43Just as hungry families are piling in.
38:46There's the gas.
38:48Today is a managerial test for Hendrik, and currently he's scoring very low.
38:52I think I need to remind him who's boss.
38:56This is your pub. You've got to leave from the front.
38:58Oh, el general. What have you ordered?
39:03The good news is our flyers have done the job,
39:07and for the first time in a long time,
39:09the plume is welcoming in a whole new clientele of families.
39:16All the drinks are at the bar, though, on the inside.
39:18Thank you, that's great.
39:20Yeah, short little one.
39:21The bar is going great guns.
39:24That's three quicks, my love.
39:25And there are queues for the hot dogs and burgers.
39:28It's lovely here. It's really nice.
39:30Did you know the pub before?
39:31We've driven past so many times, but never popped in.
39:34Do you think that this might encourage you to stop another time?
39:38100%, yeah.
39:39It's brilliant, isn't it? It's put the pub back on the left.
39:42Thank you very much for coming. I'm really glad you did.
39:47Unanimously it's agreed that this has been a success
39:50and that people who are here will come back again.
39:53I think they are putting it at an open door.
39:59Are you pleased with how it's going?
40:01It's just everything I wanted it to be.
40:03New clientele, big event, everybody enjoying it,
40:06the whole team knowing what to do.
40:08Oh, darling, my own good, darling, but you see, it is possible.
40:13Just remember that you are the boss, yeah?
40:16Thank you so much, Alex.
40:17Pleasure.
40:18Thank you so much.
40:20This wasn't something that I thought I would ever see myself doing,
40:23taking on a pub and being my own boss.
40:27Alex has given me the tools to help with that.
40:31Everyone loves it here.
40:33You know, today was all about families
40:34and this is something you really want to encourage.
40:37So you want a database of mums and kids,
40:39so next time you do a kind of, like, Mad Hatter's Tea Party
40:43or a Summer Fate,
40:45you have people that you can contact and say,
40:47please come with your children.
40:49I'm quite excited by it.
40:53However, I have got some pointers
40:55from my undercover managerial test.
40:58Your preparation was shocking.
41:00You are il generalissimo
41:03and you have to say,
41:05you're doing this, you're doing this, you're doing...
41:07In every event like this,
41:09preparation is absolutely key.
41:12Hendrik has learnt so much
41:13and I'm certain he'll go from strength to strength.
41:17Meredith is going back to uni
41:18and your parents are leaving you
41:20to live their own lives.
41:22I have great faith in you.
41:24You're cool, yes?
41:26I feel pretty good.
41:27Yeah, I'm feeling a bit more confident.
41:28Yeah, and you're confident that
41:30you can do it without me and Dad?
41:32Yeah.
41:32Yeah?
41:33I think you've come a lot further
41:34than I thought you were going to.
41:35I wish you all the luck in the world.
41:37Thank you very much, Alex.
41:38See you.
41:39Bye-bye.
41:43Here's to the future.
41:44They were homeless.
41:46You know how it's a home.
41:47You know how it's a business.
41:49I've definitely seen a growth in confidence in Hendrik.
41:52This is going to give him a springboard
41:54to do whatever else he does.
41:56What more can you ask out of life?
42:05Hey, Alex, how you doing?
42:07Thank you so much for all your help.
42:09It's been a real big learning curve,
42:11stepping up into the role of Republican.
42:13I feel a lot more confident now.
42:15Since you left us, we've had a few more events
42:17and we've had the locals well-impressed
42:19with the newly decorated dining room
42:21along with a new menu.
42:22Mum and Dad have actually gone on holiday to Sicily.
42:25They definitely needed that holiday.
42:26Thank you very much for what you've done to the proof.
42:29You had a fantastic summer
42:30and Hendrik is doing very well.
42:32But I'm also very grateful not to be there now.
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