Mandy Holdstock Speech

Good evening everyone and thank you very much for attending our 25th Anniversary celebrations. It is very humbling to be standing here this evening surrounded by a large number of our wonderful staff, good friends, family, suppliers, corporate guests and supporters with whom we have been associated over the past 25 years in business at Hempstead House.

 

Looking back over this time, I have the most amazing patchwork of memories and experiences which have enhanced and enriched these years, and despite the all-encompassing workload which completely enveloped my life for over 15 years, I would not change the achievement which has lead to Hempstead House Hotel and Spa as we know it today. 

 

Winding back the clock to my early years, I had always set my sights on becoming a teacher, inspite of being a fairly disruptive pupil at an all girls boarding school in Derbyshire. Sadly there I didn’t even make house sub-prefect on probation before leaving by mutual agreement after taking my GCEs. 

 

My first teaching post was at a secondary school in Nottingham where I spent two enlightening and educational years, learning that teacher training doesn’t really prepare you for teaching and that pupils can behave in a much more disruptive manner than I ever dreamed of during my own time at school! Well-armed and much better prepared from this experience, I then moved on to two other schools before retiring from full-time teaching to start my family. 

 

During the time my children were young, however, I continued working in education, doing home tuition for the local authority and supply teaching whenever I could which allowed me for the most part, to be at home with my family.

 

We moved when my son was very young, to a house in Ash, near Sandwich, which had previously been a pub. One day, out of the blue, a database questionnaire dropped through the letterbox from the Southern Tourist Board requesting details of any accommodation we might have to let. Never known to miss a business opportunity, and having a house which was large enough to accommodate guests, I duly completed and returned it. 

 

Several months later, the phone rang one evening. My husband answered it and was slightly taken aback when he was asked the price of a double room! He stuttered slightly and said he would pass the phone over to me. Fortunately I had scribbled down some prices when I returned the form and kept them by the phone, so I quoted the price of a double room with full English breakfast and the deal was done. Our first ever guests were on their way! After I had booked them in on our social diary, I realised we were actually going away that weekend, but being fairly resourceful, I soon decided that we could overcome it. The delightful couple arrived on Friday night and we all had dinner together around our kitchen table. Over coffee, I informed them that we would be going away in the morning, their supper was in the slow cooker, the veg were all prepared in the fridge, breakfast was laid out in the dining room and would they mind feeding the sheep in the adjoining paddock! They dined out on this story for several years afterwards and came to see every year, even following us to Hempstead House when we finally moved.

 

Later that year, the Open Golf Championship took place at Royal St Georges in Sandwich, just three miles down the road from us and we were inundated with requests for accommodation. We all slept on camp beds that week and let every possible sleeping space in the house for vastly inflated prices and I sat and counted the pennies at the end of the week as they rolled in. It was a frantic week but great fun and at the end of it I realised I had made money doing something I really enjoyed. The following year, I decided to advertise and for three years maintained a steady income, juggling family life with paying guests, most of whom enjoyed our way of life and our company.

 

My husband then had to move to Sittingbourne due to his work commitments and my father decided to take early retirement so we planned to join forces, buy a large house with an annexe which could accommodate us all and give us the space to let a couple of en-suite rooms. It took us 2 years to find the appropriate property and the annexe was very quickly let to bring in an income as we lost the buyer for our house just as the property market fell in 1989. This left us with 2 sizeable houses to look after and fund as well as an increasing family which was not easy as it continued for some 16 months.

 

Finally we moved into Hempstead House in April 1990 and established our new business which became surprisingly popular with the local business community who didn’t really have anywhere comparable in the area to stay. After several minor alterations, we decided to embark on a fairly major extension in 1994 to provide us with 5 extra bedrooms by adding an extra storey onto the existing flat roofed extension and converting the adjoining annexe.

This resulted in quite a large increase in the business which was I was still primarily running myself with the assistance of my family. I was cooking, cleaning, washing, ironing, waitressing and administering the bookings on a daily basis whilst bringing up 4 young children. We had no private family space and only one dining room with no facility for guests to sit at separate tables. Each evening we dined Country House style, eating with our guests and enjoying their company. When dinner was finished however, they went off happily to their beds leaving us to clear up, wash up and get ready for breakfast which needed to be served from 7am. We frequently didn’t get to bed until after midnight, sometimes getting up in the night to feed a little one and then up again at 6am ready to prepare breakfast! 

 

During the renovations, one of our contractors asked me if it would be possible to bring a group of friends for dinner as he loved the atmosphere of our dining room and felt it would be like giving a dinner party at home without having to do all the work. As I have always loved cooking and entertaining, I agreed and that was the start of our private party business which is stronger today than ever and the original dining room is still the most popular venue. 

 

One day out of the blue, a lady appeared at the front door of the hotel and asked me if I would cater for her son’s wedding. I told her I would give it a go and hence our wedding business began and now, under the careful management of Anita, this is undoubtedly our most important income stream.

 

In 1998 we decided to embark upon a major extension which approximately doubled the size of the existing hotel. The prime motivation was to open a restaurant and employ a chef. We also desperately needed more bedrooms and some space for ourselves and the family. 

 

After 9 months of intense building work, during which time we remained open for breakfast and dinner every day, inspite of not having a working kitchen for the majority of this time, we ended up with 13 en-suite bedrooms, a 60 cover restaurant, a large family sitting room and an office where I could finally have some peace and quiet. We employed our first chef who, on his first day, asked me what I would like for my dinner and I can even remember the menu!

 

The business continued to grow and the weddings and functions increased year on year, resulting in us using the restaurant almost every Saturday evening for one or the other. This in turn prevented us from being able to run a normal A La Carte service on a Saturday and caused disruption to any guests staying in the hotel who were not associated with the functions. We were also badly in need of more family space and most importantly our own kitchen. In 2002, we decided to embark on another, even larger extension, to provide a dedicated function suite, 8 extra bedrooms and a private four bedroom flat. This was completed in 2003 and has been an invaluable asset to the business. 

 

It was intended to be the final extension but by 2006, I decided I wanted to add a spa and fitness suite with an alternative dining outlet along with extra bedrooms which again we had the need for.

Unfortunately by the time this was underway, recession had hit the country and the hospitality industry was badly affected by the economic downfall. Not to be deterred however, I proceeded with the plans and AquaManda opened in October 2008 and has been an unrivalled success in its own right as well as strengthening all other areas of the business.

 

During the construction phase, I was working with a fitness consultant who arranged for us to visit Eastwell Manor to see their new Powerplate machine which he insisted we must have in our gym. On arrival there we were met by their Leisure Manager who took the time on his day off to show us all around the spa and discuss many aspects of the set up and day to day running of the business, as he had been involved there since the opening of The Pavillion. On leaving the hotel, I was so impressed by this young man’s enthusiasm and motivation that I decided I would like him to come and work with me. I sent an off the cuff email suggesting the same, which was returned with a positive response and after a discussion with him and his partner over dinner, the deal was struck. He is today my General Manager, a Director of the business and a great friend and colleague. 

 

I do not regret setting up my own business, but with the benefit of hindsight and the knowledge that the business would grow into what it is today, I would have tried to organise my family time a little better as, for 15 years, I felt as though I was on a roller coaster, arms and legs flying everywhere but with no way of getting off. 

 

Self-employment dictates many years of very hard work, lots of sleepless nights and a good deal of disappointment but hopefully at the end of it all, a huge sense of satisfaction and some sort of financial reward. It is then crucial to know when to let go a little and reap some of the rewards of your labours because life is very short and nobody has been heard to say on their death bed ‘I wish I had spent more time in the office’

 

Before I start on the long list of thank you’s tonight, I would like to congratulate Anita and Barry Caitlin on their Golden Wedding Anniversary and Jennifer and Dennis Carter on their Ruby Anniversary. Please can we give both couples a round of applause

 

I would like to start by thanking two very important guests who are celebrating with us here tonight. Without them the hotel would not have expanded so successfully and in sympathy with the original building. Colin ladd and Paul Flisher our architect and builder, who were responsible for the two most recent building projects. I thank them both for their design and build skills and for completing the extensions on time and to a very high standard. Although we had our fair share of heated discussions along the way I think we ended up good friends. Thank you for all your hard work, expertise and guidance….. will there be another one? 

 

I would also like to thank all the suppliers who have supported us tonight either by attending or for their generous donations. Ian from Enotria who kindly provided the champagne for our reception and is here to join in the celebrations this evening. Our local brewery, Shepherd Neame who have generously donated some barrels of beer. Gunne butchers, The Lazy Lobster and Central Wholesale Produce who have contributed some of the excellent meat, fish and vegetables we have eaten this evening. Maws fine foods who have also contributed produce for our dinner and have a large table of guests attending the event tonight. 

 

Pevonia, who supply us with high quality beauty products for AquaManda have kindly donated the gift bags the ladies have received and a wonderful raffle prize for the staff. Mallendens, Sittingbourne Balloons and Sashes and centrepieces have allowed us to decorate the tables beautifully with flowers, balloons and the candelabras and Signs and Imaging ho have provided our advertising banner at the main entrance. 

 

Andy Cooper and his team from UHY Hacker Young also have a large table here this evening and I am personally very grateful to him, not only for supporting us tonight, but also for all his help and guidance throughout the year.

 

Mike from Kent Air con and Roland from Nova IT, relatively new suppliers to us, both of whom have demonstrated their efficiency and excellent service and we are delighted to welcome you here this evening.

 

A huge thank you to James from White Rose Photography who not only took some amazing photographs at my birthday party three weeks ago but is also taking photographs here all evening. He will be pleased to offer you the opportunity to view his pictures online and place orders should you wish. 

 

In addition we have our wonderful resident DJ Frostie of Aura Professional Disco Services, Etienne Pradier the famous French Magician, and our band, SF6 who will be entertaining us throughout the celebrations. 

 

Thank you all for your loyal support over the years. We enjoy working with you and hope we will continue to do so in the future. 

 

I have been asked on several occasions for my advice to anyone wishing to set up and run their own business and my answer is always that ‘there is no substitute for the goodwill of your staff’. However efficient and hard-working you are, this can soon be negated by the attitude and actions of members of staff who feel misplaced, undervalued, overworked or poorly treated. Thankfully at Hempstead House this happens very rarely and I am constantly humbled by the lovely comments we receive from guests praising the friendliness, politeness and helpfulness of our staff. I personally cannot thank each and every one of them enough for their support and friendship, especially those who have been with us for many years and have become very important members of the Hempstead House family.

 

As tonight is joint celebration, not only for our Silver Anniversary but also my 60th birthday, I must make special thanks to those members of staff unable to attend as they are needed to work. 

 

Our kitchen brigade, headed by Peter Gilbey and Paul Field who I am sure you will agree have provided us with a superb dinner this evening. They work tirelessly to maintain the high standards of cuisine which have earned us the awards and the excellent reputation we have attained over the years. Paul is also our longest serving member of staff, having been with us for more than 15 years. 

 

The Front of House staff, headed tonight by Danny and Terry who probably bear the brunt of the longest hours of all the staff and who make sure our service standards are second to none. Reception, Brasserie, housekeeping and night porters who have all had to sacrifice their places here tonight in order that our guests are catered for and other staff may attend. 

 

I would like to make special mention to certain members staff who have supported us for many years and whose hard work and loyalty has enhanced and enriched my life as well as the business. 

 

Rita who has cheered up thousands of sleepy business guests for 15 years with her smile every morning as she serves them with their breakfast. 

 

Anita whose friendliness and professionalism provides all our wedding couples with the confidence to book their special day at Hempstead House and whose friendship has been such a blessing over the years. 

 

Brigette who reluctantly took on the management of our huge housekeeping department having changed beds for countless years and who also gives such amazing care and support to my elderly parents, along with Debbie, Simona, Steve and Lenka who are all so compassionate and kind in their roles.

 

Lisa who runs around helping everyone, especially our front of house team and for whom nothing is ever too much trouble. 

 

Elaine who is the backbone of our laundry – a 24/7 operation which never seems to be without piles of unpressed linen and who also helps to care for my parents. 

 

Toni who has followed in our dear colleague Maureen Edward’s footsteps after her retirement last year, running the conference and banqueting administration for the business 

 

Juene who has transformed the marketing of the hotel and now also looks after all our complex and technical IT requirements. This inspiration for this evenings celebrations are entirely down to her, and my thanks must go her and Lisa in our admin department, for all the hard work they have put into making it such a huge success.

 

Martine has been with us since the opening of AquaManda and is now in charge of all the memberships and Danielle, our fitness manager who makes sure that all the members maintain their lean physiques, putting them through their paces on a weekly basis. 

 

Evita who promised she would always work hard if I could possibly offer her a job within our housekeeping department and now manages our ever popular Brasserie.

 

Lalita in our Brasserie kitchen whose Thai influence has been the driving force behind its huge success and Danny in the main kitchen who has risen from Kitchen Porter to very able breakfast chef. 

 

Sylvie and Lesley who work so hard in our housekeeping department, making sure the hotel is clean upstairs and down and Danny Bunce who, although he left us for a short time recently, has been a loyal, hard-working and enthusiastic manager within our Front of House team for nearly 10 years.

 

JR who helps to keep our gardens looking so beautifully groomed and is constantly tidying up after all the weddings and functions.

 

Becky and our team of girls in The Beauty Suite, lead by Angela, who pamper all the AquaManda clients and spa day guests. 

 

I am very proud to make a special announcement this evening and to celebrate with the girls as we have just been awarded winner of the ‘Hotel Spa of the Year’ and I would like to ask the girls to come to up now to collect the award. Well done girls and thank you for your commitment.

 

I am sorry it is not possible to mention every member of staff this evening but I am sure you will agree that my speech is already getting too lengthy and we still have a way to go! I would like to convey my sincere thanks to everyone who gives their time, energy and support to Hempstead House and to Mike and I personally.

 

Special mention must be made this evening to five members of staff who have worked with us for 10 years this year and I would like to present them with their long service awards on this special occasion. 

 

Ania who came to England with her husband to pick fruit in 2004, returning in 2005 to find there was no work available for her on the farm. She was introduced to me one evening and when we chatted, her smile lit up her face and to this day it still does! She was my first evening receptionist and, inspite of bringing up her two young children, has worked tirelessly since then and is now our Reception Manager. Thank you for always solving those complicated queries on a daily basis and for taking away the job of managing the reception team from me as my capability to fulfil the role has definitely diminished. 

 

Pav, who started his employment at the same time as Ania, has progressed from working in the garden to being our Restaurant Manager, learning his skills from previous and current colleagues and gaining an excellent command of the English language to enable him to communicate with our guests in the friendly and professional manner he does today. 

 

Please come up together so that I can present you with your award to thank you for your loyalty and support over the last 10 years.

 

Dean, our Night Manager, who has not been able to join us tonight but is hopefully waiting in the wings to receive his award. This is given with heartfelt thanks for all the years of service he has given, working tirelessly when everyone else is sleeping comfortably in their beds. His hard work overnight provides us with clean and tidy function rooms, stocked bars and a late or early check in/check out, not to mention the security of the hotel and its guests which is of course his primary role. Thank you Deano for all you do to keep us safe and secure. Please come up to receive your award.

 

Margaret, our wonderful ‘Golden Girl’ who belies her years with her amazing agility and energy, has worked with our Front of House team, serving a huge variety of guests from our Rotary members each week to those attending weddings and functions here in The Heritage Suite. Watch out tonight boys as she will be assessing your skills and no doubt commenting on them when she is back on the other side tomorrow! We would like you to accept this small token of our gratitude for all your hard work. 

 

Last, but definitely not least is our Food and Beverage Manager, Kevin, whose professionalism and management skills ensure a Front of House team second to none. As you will have witnessed this evening, the staff are efficient but unobtrusive, professional but friendly; they are well trained, well dressed, courteous, polite and capable. Thank you for providing us with such a dedicated team of permanent and casual staff who ensure the smooth running of our restaurant and function suite. I hope this award will demonstrate the gratitude and thanks we owe to you. 

 

Finally, I must thank my General Manager, Mike Wood, or Basil as we all know him. He started with us as leisure manager and took on the responsibility of establishing and running AquaManda in 2008 and has been steadfastly at my side ever since. He has not only taken a huge amount of responsibility off my shoulders but has also enhanced and strengthened the business year on year. I am forever grateful to him for his loyalty, support and friendship and have great pleasure tonight in announcing his appointment as a Director of the business. 

 

I will now hand over to him to say a few words before we conclude the formal proceedings for this evening and you can all have fun and enjoy some dancing.