insideKENT Magazine Issue 46 - January 2016 | Page 91

The hotel will be open 24 hours a day, 365 days a year, with a mixture of
full and part-time experienced professionals and the hospitality students
and apprentices, all of whom will be trained to the same high standards to
give the full ‘theatre of service’.

craze or if silver service is ‘in or out’, and Brian also hopes the hotel will be
reaching for some catering awards soon.
“Students will still learn in the classroom, so the relationship between
lecturers and the hotel team is paramount here – what we are doing in the
classroom and the hotel needs to have a link. This grounding will benefit
the students’ work experience in the hotel. Once this has been carried out,
there will be role-play situations to learn how the service will be in The
Yarrow, and then repetition of duties.

While the hotel is still under construction, Brian is creating the Standard
Operation Procedures (SOPs) for the hotel and is working with the construction
team, the branding team and on the future website.
Brian talks about ‘going back to basics’ in terms of the standard levels of
service, ensuring a solid foundation of quality, even down to the welcome
smiles and the formal morning-dress uniforms. The Yarrow is sounding like
a welcome dash of Downton Abbey by the sea…

“I have learned over the years that when staff feel supported and well
managed it makes a difference to the quality of service.”
Despite his years of experience in some of the most luxurious hotels and
addresses in the world, Brian still believes that comfort and a strong sense
of community is the key to happiness in his industry.

“We aim to carry out the basics of hospitality well by making guests feel
comfortable and relaxed when enjoying one of the experiences, from staying
overnight to having your hair done or enjoying afternoon tea.

“In West Cork, everything is very focused around the water, so coming to
Broadstairs was like coming home. After many years in London, I love being
part of the community here, where people say hello in the street and you
feel that local connection.

“I call it the ‘theatre of service’ because when you walk through the kitchen
doors, you are on stage. Everyone is looking at you and will expect a certain
standard. You need to be on show, and give them the experience they
came for. You cannot exchange an experience, which is paid for, as easily
as a product – so it needs to be perfect to begin with.

“My passion for hospitality started at home in my parents’ house. Growing
up in an Irish family home in West Cork, the door was always open to
people and within minutes of them sitting down, the tea was on the table
and at times I brought out the accordion to entertain.

“A motto I keep by is ‘if you are going to do it, do it right’. Having attention
to detail in all aspects of what you do is very important in a hotel.”
The vision for The Yarrow is to give guests an excellent service experience,
but also to develop and inspire the workforce for the future. Staff will be
kept in touch with current trends in hospitality, whether it’s the latest cocktail

“Making people feel at home is very important, and it is a trait ingrained into
me to be shared with others.”

meet the yarrow’s head chef

Full name: Ben Williams
Age: 37
Where do you live: Whitstable
Trained at: Leith’s London
First job: Read’s Restaurant, Faversham
Career highlights: I always have a great
fondness of the time spent at The Square, with
Phil Howard and Rob Weston. Their meticulous
search for deliciousness is inspiring, coupled
with the passion and intensity of the place is
an intoxicating.

What’s your signature dish: As always,
seasonality is the key. If you have exceptional
ingredients, you don’t have to do much to
them to make them shine. I always find writing
a menu in autumn an