A Changing World for Hospitality – Meeting the Guest Needs

As we slowly come out of lockdown and the country takes tentative steps toward some kind of normality there is no sector more impacted by what remains a very fluid situation than hospitality, so there is little wonder that we are finding many clients challenged by what their next steps might be. Current views seem to fall into 3 main groups:

A. Those clients who simply want to wait and see how thing play out over the coming weeks and months.

B. Those clients who are initially taking steps to safeguard their businesses but are intent on looking to the future and planning for this as best they can, either by developing a single strategy or exploring a range of options to meet varying market conditions.

C. Those clients who believe this will only be a short-term problem and that business levels will return to near normal in the medium term, notwithstanding the potential for future partial lockdowns.

Taking the second client group as the one that is most active in terms of planning for the future, by considering the need for longer term flexible social distancing measure, and developing their takeaway/click & collect business as a permanent brand extension are unsurprisingly in the mix.

It is fair to assume that the legacy of Covid19 is going to be with us for some time, as the virologists say we are just going to have to get used to living with it, and there is always the potential for other similar pandemics down the line, so having flexible solutions integrated into the space planning and design process makes good sense. Solutions that become an integral part of the design and not a “bolt on”.

Of course, no one really knows when and to what extent things will return to normal nor can we predict what the generational differences in attitude to going out might be, although it is probably fair to say that the older the generation the more risk averse, they are likely to be. A recent UK Hospitality report confirmed there a marked difference in attitude between age groups’

For all hospitality businesses, the absolute priority has to be to ensure their guests feel safe groups.

The same report said 23% of guests will only return with caution and 33% only if they were sure there were added precautions in place, which leads us to another important point.

Physiologically a quick fix “sticking plaster” approach will not do this as it suggests there is only a limited interest in guest safety on the part of the operator. Reels of hazard tape and notices on tables are not the answer. What is really needed are solutions that are fully integrated into the design so that guests sense their concerns have been properly considered and thought through properly. That restaurant or bar owner has thought seriously about guest safety, not just in the short term but as a long-term social necessity.

Guest confidence is key at every step of their journey, from stepping through the entrance to leaving, including critical health risk areas such as kitchens and toilet configurations, and brands that fail to address this in a meaningful way will struggle to stay relevant in what is likely to be a changed consumer need state.  This is no more important than in City Centres where it seems 75% of leaders expecting consumer reluctance to visit town centres, it is going to take a concerted effort from all businesses to rebuild consumer confidence.

Can we help you with your post-COVID planning? Contact richard@harrison.hn or fill a contact form here.

The Leisure and Hospitality Collective

The Leisure and Hospitality Collective provides operators whether you are a fledgling start-up or a larger group with a one-stop-shop helping you with all aspects of your businesses from a property and marketing perspective safely, consistently and cost-effectively.

We are a group of four specialist, property and marketing focused suppliers, in the leisure and hospitality sector who have worked independently and together for over 10 years. Some of the relationships between us, and with our clients, go back much further than this.

Our collective clients come from every part of the sector giving us unique knowledge and experience.

Get in touch – even if you just want to chat through your opportunities and challenges.

Kevin Grima – kgrima@harrison.hn.

David Bennett – david.bennett@cmcprojects.co.uk

Danny Nolan – danny.nolan@interiors-uk.net

Ann Elliott – ann@aelliott.uk




Agile brand design that increases revenue and responds to COVID-19 safety measures.

Harrison is here to help you enhance the guest experience by developing an agile brand design that increases revenue and responds to COVID-19 safety measures.

We offer a comprehensive range of strategic brand services in order to encourage brands to “think differently” to stay ahead of your competitors, adapt to these challenging times and retain/attract new customers.

Harrison is here to help! We want to support by giving back to the industry, therefore we are offering free initial consultation to all existing and new clients.

The links below offer further recommendations and insight developed for Hospitality, Restaurant & Retail brands.

Please click on the links below and switch on your sound.

Link #1 – Strategic CPMG Covid Playbook

Link #2 – Flexible restaurant design video

Link #3 – Think differently about off premise delivery video.


For further details about our consultation and services, please contact Keith Anderson


Tel: 469 268 4124





GRIF Marketplace, a virtual conference – 24th June 12pm -4pm GST (9am- 1pm GMT/UK time)

We’d like to invite you to GRIF Marketplace, a virtual conference taking place on the 24th June 12pm -4pm GST (9am- 1pm GMT/UK time). It is open to operators, owners and industry influencers.

Please find the full programme here featuring speakers such as:

Peter Backman, Principal, Peter Backman Foodservice Consultancy
Emma Banks, VP Food & Beverage Strategy & Development EMEA, Hilton
Mario C. Bauer, Co-Founder of Curtice Brothers; Co-Founder of White Space Partners; Brand Ambassador at AmRest
Chris Daniels, General Manager, Munch delivery app
Victor Lugger, Founder, Big Mamma Group

The beauty of the virtual conference is you can pop in and out but do make sure you lock your diary for
the two Harrison sessions:

1. Riding the wave – Main Stage, 12:50 – 1:10 GST with Paul Wainwright
2. What is next for hotels F&B? – Breakout Session, 2:30 – 3:00 GST with Dean Concannon.

Contact me if you have any questions – richard@harrison.hn


As Guests Return what next?

What is next for hospitality guests post-COVID-19?

Peter Martin, the founder of the Atlantic Club, has been interviewing a number of senior global business leaders talking about how they are navigating the current crisis. In his latest video interview, Keith Anderson, COO and Partner of Harrison, USA talks about how the hospitality sector is re-booting and some of the opportunities that present themselves post Covid-19.

To view the interview follow this link

If you wish to discuss any of the content or would like to contact Keith please email him on kanderson@harrison.hn


Restaurants of the Future

Restaurants of the Future



As we start to reflect on the impact that COVID-19 has had and will continue to have on the Hospitality and Leisure sector, it’s time to consider spaces that are a lot more flexible and adaptable, with transitions that can be easily made without sacrificing large numbers of occupancy.

Traditionally Restaurant Interior Design and Bar Design is very fixed, screens are welded, bolted to the floor and packed full to maximise on cover counts. However, with society Post COVID-19 we believe a less permanent approach will be required from the very initial design and concept phases. Screens that have a sense of permanence yet are designed in a way to shield and protect without forfeiting on aesthetics.

So we at Harrison have put together this vision of the future to show that social distanced restaurants can be beautifully designed without the need for clinical screens and graphics.


If you would like to contact us to see how we can assist you and your business please contact either…

(UK and Europe)
Richard Samarasinghe

Keith Anderson-

Paul Wainwright-

Music: https://www.bensound.com