Leisure & Hospitality International - Spring 2015 - 77

B E SP O K E HO T E L S

SENSE OF INDIVIDUALISM
From the toiletries to the design,
each Bespoke hotel boasts identifying
characteristics. One way Fentum says
its hotels stand out is through food,
and it goes beyond using seasonal
and local products (although that's
a large part of it). Bespoke invests a
great deal in acquiring and retaining
top chefs. It then stands back and lets
their dishes shine. Head Chef Indunil
Upatissa at Noel Arms in Gloucestershire, England, won Best Curry Chef
from the Great British Pub Awards for
three years in a row.
Bespoke's hotels also set themselves
apart through atmosphere. Bespoke is
renovating the Gotham Hotel in central
Manchester, England. The space was
once the northern headquarters for
a national bank but has sat empty

for the past three years. Bespoke is
working with design firm Oliver Baxter
and construction manager Marshall
Construction to convert it into a fivestar hotel but one that manages to stay
young at heart. The Gotham will evoke
the 1920s through little touches such
as an old-fashioned shoe shining booth
and bellboy uniforms inspired by the
early 20th century.

TEAM BUILDING
Bespoke has begun the recruiting process for the Gotham and will initiate
new hires using its trusted training
program that all Bespoke employees
go through. The company rests on customer service as another competitive
advantage and spends 4 percent of its
revenue on training. It also has a bit of
fun with it to engage employees. Each

trainee is given a passport book and
receives stamps after passing courses,
such as food hygiene and bartending.
"We try to make learning fun, and
we invested in online training as well
so they can do it from home," Fentum
says. "If we want to be very good then
we need to be good at training. We
don't have the backing of a Hilton
so we need to be more personal. We
spend quite a bit of money on training
and the reports we get back say our
service is strong. So even though our
properties are diverse, we make sure
our service is consistent."
PACIFIC DIRECT Pacific Direct is a leading global provider of
branded cosmetics to the luxury hospitality market, supplying
hotels, cruise lines and airlines in over 120 countries worldwide.
Over the past two years Pacific Direct has been working closely
with bespoke HOTELS to offer each property the most suited
luxury hotel toiletries, including The White Company, Orla Kiely
and Neal's Yard Remedies.

Spring 2015 LEISURE AND HOSPITALITY INTERNATIONAL | WWW.LHIMAGAZINE.COM

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