One of the top hotels in Aberdeen, the Marcliffe, is facing a much brighter future after weathering the biggest storm it has ever faced in the shape of Covid-19.
Managing director Ross Spence told The Press and Journal 2022 was shaping up to be a lot stronger for the five-star business, compared with the past couple of years.
The North Deeside Road hotel has always been renowned for its quality and service, and as a result welcomes many regular guests from both home and abroad.
Mr Spence added: “Overseas golfers, who have been sorely missed for the last two years, are returning. The majority are from the US.
“They absolutely love playing in Scotland. There is a well-beaten path from St Andrews up to our wonderful courses in Aberdeen and Aberdeenshire, then on to Inverness and Nairn for the courses up there, along with our famous whisky trails – long may it continue.”
Hardest challenge
Regular functions at the hotel are picking up well, Mr Spence, adding: “We are so lucky to have such loyal customers.”
The Marcliffe has also enjoyed a “marked” improvement in business sector trade this year, the MD said.
Most of the usual big dinners are returning, and there have also been conferences, while private dining is reported to be “strong”.
Mr Spence added: “We, along with the rest of the hospitality sector, need the support of our local firms so we are very grateful to all of them.”
The pandemic is by far the hardest challenge the hotel has faced in its 29-year history, he said.
Having the doors closed for so long, with no income, was financially crippling – as it was for so many.”
Ross Spence, managing director, The Marcliffe Hotel and Spa.
“We had already gone through a tough time with the downturn in the oil industry in Aberdeen in the last decade,” Mr Spence said, adding: “Our corporate business virtually disappeared because of it.
“But Covid was unprecedented. Having the doors closed for so long, with no income, was financially crippling – as it was for so many.”
He said the hotel was still not back to pre-pandemic levels of operations, as bookings have had to be restricted due to the staff shortages across the UK hospitality industry.
“Restricting bookings is vital to make sure we are able to provide the standard all our guests expect of the Marcliffe, so we still have a little way to go to being fully operational.”
The MD also praised the contribution of the hotel’s many loyal staff, who he feels have been the secret of its long-running success.
But he also highlighted big problems recruiting new workers, with many vacancies unfilled.
He added: “Brexit may well have played a part as there are less European staff now, but it opens up great opportunities for others in an industry that is bouncing back.”
Fresh investment at the Marcliffe that had been on hold for the past couple of years, due to the pandemic, is now in progress.
Things need to be constantly upgraded to keep to the high standards guests expect from a five-star hotel.”
Mr Spence said: “We refurbished the grand ballroom last year just as we were coming out of the first lockdown.
“We now have a large programme of refurbishment for 2022 onwards.
“The first phase of five bedroom and bathroom upgrades starts next month and the second phase of another five starts in September.
“This is along with continuous upgrades towards becoming more energy-efficient and achieving a green award.
“We have to invest as things need to be constantly upgraded to keep to the high standards guests expect from a five-star hotel, along with general building maintenance.”
Soviet leader’s key Marcliffe role
The MD’s father, Stewart Spence, is the well-known local hotelier whose name will always be associated with the Marcliffe.
Set in eight acres on the north side of the River Dee, the hotel occupies lot 13 of the original Wood of Pitfodels.
It was 1991 when it was bought by the Pitfodels Development Company and sold on to the Spence family for transforming into a hotel.
The Marcliffe was officially opened in 1993 by Soviet Union president Mikhail Gorbachev.
There have been many high-profile guests over the years, including members of the royal family, former prime minister Tony Blair, music star Rod Stewart and US golfer Tom Watson.
Mr Spence Snr – now well into his 70s – handed the role of running the business to Ross, who was previously head chef, two years ago.
But the retired hotelier is still on hand for any help or assistance needed.
The MD added: “Everyone still asks after him, and we are trying to get him to come in more often.
“It does him good to get suited and booted – plus the staff and customers love seeing him round the hotel.
“Hospitality is in his blood but he more than deserves his retirement.”
Mr Spence Jnr said it had been a huge learning curve to switch from running the kitchen to taking over from his father.
“It was a daunting position to follow in his footsteps,” he said, adding: “It’s been very challenging for everyone involved.
“But the management and staff have been very supportive, and we could not have done any of this without the special staff and team we have here.”
A real family affair
Two other sons of Mr Spence Snr are also involved in operations at the hotel.
Greg is a fellow director and helps with the management of the business, as well as running his own ventures.
Craig, who has a gardening/tree surgery firm, is in charge of snow ploughing and gritting the drive in winter to keep the Marcliffe open, as well as keeping the many trees in good condition.
The MD said hospitality has been in his blood since he was a young boy.
Asked if he always planned to run the hotel, he said: “It was something I wanted to happen eventually, but had always hoped it would be myself and my sister, Jackie, running the hotel together.
“Jackie was accomplished in the hospitality industry before she sadly passed in 2009.
“I think we would have made a good team but she would have definitely been the boss.”
Though he is now MD, Mr Spence Jnr still puts on his chef’s whites every now and then to help in the kitchen.
But his heart is now “being front of house”, meeting and getting to know guests old and new, and driving a successful business.
The biggest challenge at the moment is staffing, he said, adding: “We are so lucky in that we have many loyal staff who have been here for years and work long hours when needed.
“We know this cannot continue, and we need more staff to help all the team get a good work-life balance.”
Upturn in demand
On how the hotel trade in Aberdeen is faring in general just now, the MD said: “There has definitely been a large upturn and demand for business right across the city and shire, which is great to hear and see.
“As far as we know, all levels of hotels are receiving good support. People just want to get back to normal, and get out and about socialising and staying at hotels.
“Even though the occupancy is there, all businesses are facing the same challenges with increasing overheads and direct costs due to external factors – which is a challenge in itself.”
So what makes the Marcliffe stand out from rivals?
The MD replied: “It is what my dad drummed into each and every member of staff that has ever crossed the threshold here – quality and service.
“No one will remember how comfy the chairs are or if the wallpaper is fantastic, but everyone will remember if the quality of the product is good and the service is second to none.
“Without question, the staff have been the secret of our success. Without them we only have a building with beds and furniture.
“They are truly loyal, and are committed to making the Marcliffe the best it can be.”
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