Columnists / Jake Heenan
‘Working in hospitality can make professional sport look easy’
I like to immerse myself in the comings and goings of hospitality.
From watching the world go by in a local bar or restaurant, to opening my own cafe, Burra, it’s a change of pace from the strains and demands of professional sport.
But there’s one thing that we’ve quickly learned since launching our own cafe venture, first on Lower Redland Road and then on Gloucester Road: hospitality can make rugby look easy!
is needed now More than ever
It’s long hours, high-pressure scenarios and living by the age-old mantra: the customer is always right.
Now let’s be clear; Bristol is a wonderful city to start a hospitality business. It’s warm, eclectic and diverse. The welcome we’ve had from our community has been truly remarkable.
But that’s not to say we haven’t had our fair share of challenges and unruly patrons.
…………………………………
Read more: What are Bristol’s best cafes?
…………………………………
We recently had a customer at Burra who didn’t like their eggs royale, because it came with “hot-smoked salmon” rather than smoked salmon. Fortunately for us, they came with a solution! “I’ll just order something else off the menu for the same price.”
Now I’m not Richard Branson, but I do know that hospitality couldn’t survive on a free returns policy. When we offered to replace the salmon with ham, we were informed that this wouldn’t do, as they are in fact vegetarian (and supposedly unaware that salmon doesn’t grow in fields).
Refusal to pay, rude comments and dismissive behaviour are all part and parcel of running a hospitality business. And don’t get me started on negative Google reviews…
I understand that hospitality isn’t always seen as a career in the UK as it is in Europe, but discourtesy based on profession is certainly long outdated, particularly in a city as progressive as Bristol.
So please remember, the next time you stop by and try out a new place, say gidday, please and thank you – knowing that if it’s not your cup of tea, you don’t have to go back!
Jake Heenan is the co-owner of Burra and a professional rugby player with Bristol Bears – photo: Fever Pitch
Main photo: JMP
Read next:
- ‘The tools needed to run a successful business are synonymous with sport’
- ‘There’s no silver bullet for becoming great in your field other than 100% effort’
- ‘Bristol vs Bath is one of the highlights of the West Country calendar’
Listen to the latest Bristol24/7 Behind the Headlines podcast:
Our top newsletters emailed directly to you
