TO TRAIN OR NOT TO TRAIN?

I have always been a firm believer in training, not only for my own personal development, but also in the belief that in my role as an elected member of both South Somerset District Council and Somerset County Council, that when making important decisions which will affect local residents, I must be well informed.

As a long-standing councillor, who has served on a number of statutory committees, and who has been in receipt of the appropriate training, I nevertheless feel a little aggrieved when I am required to repeat the training.

However, we can all learn something, and it is vital, for newly elected councillors especially, to receive the appropriate training in order to retain public confidence in the decision-making process. Several recent decisions seem to have given rise to public concern.

It is natural that at public committees, such as the Regulation Committee, particularly when dealing with large planning applications, that feelings will run high.

On occasion, when elected members who serve on such committees are unable to attend due to other commitments, it is possible for them to be substituted by another member.

Until today, I had understood that this was only possible if the substitute had received the appropriate training.

In an email exchange from an SSDC Officer as recently as 17th October 20219, I received the following: ‘I have checked back on the member training and as the proposed substitute has already undertaken the regulation training, any other members would have to undertake training before becoming an active member of the committee.’

At the time of writing, when five substitute members were put forward to attend today’s Regulation Committee meeting, no confirmation was forthcoming for a number of those present having received the appropriate training.

When this was challenged, the response was that this was not a legal requirement (true, but not the way it was originally put to us by SSDC), simply that members of committees should be ‘reasonably experienced’. There is of course the argument that those attending today’s meeting, many having only been appointed for the first time in May 2019, cannot possibly be experienced enough to make a decision in relation to a large development of 120 dwellings, which will have significant impact on a small market town.

I fear this is SSDC changing the goal posts. Should we be trained, or not? Surely, we must expect that those making such decisions on our behalf, not least because in relation to local authorities, and parliament, they are funded by the taxpayer, should have knowledge of the subject matter in hand?

INSPECTIONS - JUST A SNAPSHOT IN TIME

As a professional hotel and restaurant inspector for almost 25 years, it never ceases to amuse me the extent to which hotels and restaurants still get their knickers in a twist as the mention of ‘an inspector’ in the house. Such was the case recently when, in my role as a college hospitality tutor, I was observing students in a high-profile luxury hotel with a reputation for excellence.

Apparently, an AA Inspector was to be staying the night, and everyone was on tenterhooks. My own thoughts are that firstly, they should not be aware of an impending inspection, and secondly, an inspection is only a snapshot in time. With the best will in the world one person can only eat so many meals in 24-hours and sleep in just one room. No doubt they will have been given the best room in the house and will dine on the finest cuisine that is one offer.

Nowadays, as one of the ‘invisible’ women of a certain age, with very few exceptions, I am able to carry out my visits incognito. I am increasingly disappointed at the inability of the so called professionals who are unable to conceal their identity, at least until they get through the door. I recently took the Good Food Guide to task over the same issue where I know that establishments knew in advance who was coming. I was also less than thrilled to see in print a dessert described as ‘divine’, when it had been made with the cheapest own brand supermarket ingredients. Since when did the quality of ingredients, and the taste buds of those judging the results, become superfluous?

With the best will in the world, even the very finest establishments cannot possibly get it right all of the time; the general public, celebrities or not, are a fickle bunch. What matters most of all is the intention. Whilst establishments with plenty of money to spare can go all out to provide the highest standards of service and facilities, what I feel matters most is hospitality, the way in which a service is carried out. Some of my most memorable stays have been those where disaster loomed, but the attitude of those working there, and their ability to take ownership and provide solutions to a problem, came to the fore, making me feel valued as a customer.

I have a constant battle with colleagues over my assertion that the customer is always right but it is after all the customer that pays the bills.

Pleasing the punters can be difficult but is much simpler if you have accurately identified your target market and tailor your offering to meet their expectations; this is why so many of the cheaper chain restaurants remain successful in a tough market; the ‘pile ‘em high and sell ‘em cheap’ mentality. Expectations are low and consequently easier to meet.

We often make the mistake of thinking that in order to be the best, things have to be extravagant or expensive. I certainly like a bargain, but I value quality more. When funds allow I appreciate luxurious cotton sheets, a fabulous multi-course tasting menu, or a glass of my favourite Champagne. But equally I yearn for the crackle of the crust of freshly baked bread, or a bowl of homemade soup that makes me gasp as I inhale its aroma and take the first slurp.

My advice to anyone under threat of being inspected is to keep the information to yourself, if for no other reason than that it makes staff nervous, affecting their ability to perform well.

Being constantly on the lookout for those whose role it is to expose us, warts and all, is a mistake. None of us are perfect. You are only as good as your worst member of staff, your worst room and your worst meal. As with most things consistency is the key to success.

Whilst the inspector is receiving the five-star treatment, my focus is on how the other guests are being treated.