All language subtitles for The.Hidden.World.of.Hospitality.with.Tom.Kerridge.S01E02.Rolling.The.Dice.1080p.HDTV.H264-DARKFLiX

Check on, two covers,
followed two cod.Wahey!

I'm Tom Kerridge,
and I've been working in hospitality

for over 30 years...

Behind, behind!
Behind, behind, behind!

..standing shoulder to shoulder....
Happy?

I love it, mate.

..with some of
the country's most skilled

and inspiring professionals.

You got this.

I'm Tom, nice to see you.

I wouldn't want to be doing
anything else.

But how much do our customers
really know about what it takes

to deliver a warm welcome,

amazing food and great service?

In this series, I'm letting
the cameras into my world...

We have got 1,500 people
to serve lunch.

..and I'm going behind the scenes

in dramatically different
businesses across the UK.

You're amazing.
Oh, thanks.

From a plush city centre hotel
to a hideaway rural retreat...

..from a fancy Michelin-starred
restaurant

to a century-old
fish and chip shop,

and from a huge wedding venue

to a buzzing street food festival...

..I'm lifting the lid on our
industry like never before...

We've actually got vinegar for
blood, by the way!

..to reveal the side of hospitality
our customers rarely see...

Six hours until we open,
and as you can see,

nothing's here.

..how we operate...
Lady boss!

..our trade secrets...

300 portions of gravy.

When you ask for more gravy,
just think about that.

..the gambles we're taking...

So what's your timescale?

Four weeks.

Up and over!

..in the face of huge challenges.

The fallout of the last few years
of Brexit and Covid,

it's real in this industry,
it's massive.

This is UK hospitality

and this is our inside story.

Service!

Lately, the hospitality sector
has taken some serious knocks...

Oh, let's get boogeying.

Let's go, let's go.

..with over 2,000 restaurants

forced to close
in the last year alone.

But some businesses
are defying the odds

and are attempting to expand.

Your next one's up there,
Tone, if you want it.

This time I'm visiting
The Beefy Boys,

a small award-winning burger chain,

to find out if they've bitten
off more than they can chew

as they attempt to open a brand-new
branch in Cheltenham

at breakneck speed.

It's like we could have done
with another two days.

Two weeks!

In Northern Ireland,
luxury hideaway retreat

Finn Lough are forced to find clever
ways to solve staff shortages...

Finn Lough are forced to find clever
ways to solve staff shortages...

We could have somebody living two
miles away that we can't employ.

..and reveal some bold but highly
expensive expansion plans

that they hope will bring
staycationers flocking in.

Our next rather large endeavour.

But in my restaurant in Manchester,
tough economic times mean

we've been forced into
making a difficult decision.

The headline is either,
"Tom Kerridge walks away from

"Stock Exchange," or, "Stock
Exchange kicks Tom Kerridge out."

In the game of hospitality,

it pays to know when to stick,
twist or fold.

In 2016, The Beefy Boys,
a group of local mates,

opened their first restaurant
in their home city of Hereford.

And it's become a bit
of a local institution.

It's midday and there's already
a queue.

They must be doing something right.

While all around us, restaurant
chains are shrinking in size

and closing their doors,
The Beefy Boys

is going from strength to strength.

I'm curious to find out why.

You must be Murf?
Yeah. Lovely to meet you.

Nice to meet you, too. How are you?
Good, thank you. Very good.

What a cool place you have.

Thank you very much.
Lunchtime.

People are queuing to get in.

We are very, very slow.
Yeah!

We've got so much support
round here, it's amazing.

So how long have you been
in this site?

So this is the original Beefy Boys.

So when we opened in 2016,
it was this bit, we've got a bit

upstairs where the kitchen was

and we were about a 70,
80-cover restaurant.

And then of course, the pandemic
came along. Because you had social

distancing with tables,

we worked out we'd get about
20 covers.

So we spoke to the landlord
and we were like,

"Look, guys, you know, if we have
to operate with 20 covers,

"we're going to go under."

There was a chain restaurant
next door that didn't survive

the pandemic. And we said, "Look,
we're turning people away here

"and you've got an empty
restaurant next door.

"So can we knock a hole in the wall
and pop through?"

So...
So here's the bit that we took on.

I mean, it's huge,
and upstairs as well?

Yeah, yeah, yeah, yeah.

So we went from 80 covers
all the way up to 220 covers.

That is an awful lot of people.

Because we thought when we open
back up,

it's going to be too big,
but we're actually finding

that we're still getting fully
booked throughout the week.

I mean, how many do you do,
like, on a Saturday?

Oh, Saturday?

800 to 900 covers.

900 people?

Yeah. That is unbelievable.
And who's cooking?

How many of you are in there?

About seven and most Saturdays,
me and the lads who started it,

you'll see one of us
in there cooking.

They're here if you want to...
Yeah, love to.

Yeah, yeah, yeah, absolutely.

As well as Murf,
the other Beefy Boys are...

All right, chaps?

..Christian, formerly of the
building trade,

now responsible for accounts,

Dan, an ex mechanic,

and Lee, who used to run
a nightclub with Murf.

Am I here for the interview?

Yeah, yeah, yeah!

None of them had any experience
running a restaurant.

We always say it's like a drunken
barbecue that's really

got out of hand. Back then,

barbecue was quite big at the time,
the American-style barbecue,

there was a lot of TV programmes
about it.

Like, going back about sort of
ten, 12 years, you know,

it was a rarity, especially
around here in Hereford.

So we did a bit of research,
didn't we, we jumped online,

watched videos, bought a couple
of books, did a big barbecue

for all of our mates.

And everyone was like,
"Guys, this is class."

You know, "You should do
something with it."

# Well, I like my burger greasy
and my women with blonde hair... #

So the lads entered the UK's
Grillstock barbecue competition and,

to their surprise, they won
Best Burger and the right to enter

to their surprise, they won
Best Burger and the right to enter

the 2014 World Burger competition
in Las Vegas.

the 2014 World Burger competition
in Las Vegas.

You know, because it was us versus
like 50 of the best restaurants

and chefs in America.

So we're in Vegas and you've got to
try and find some grass-fed beef

in the middle of the desert.

Do they look at you like, "What?"
Yeah!

We wanted to make sure it was as
close to Hereford beef as possible.

We eventually found some
grass-fed, dry-aged beef.

Got a whole ribeye, put it through
the mincer over there.

They thought we'd gone mad and...

But to do enough for 12
cost us $250 to get that beef.

But it was banging,
it was really good.

It was really good.

So you sourced great beef,
then what happened?

We thought we were going
to come last,

and somehow, we came second
in the world.

The Beefy Boys.

Yay!

That, honestly, that is,
that's amazing.

Second in the world?
Yes.

I mean, for 250 quid, though,
for 12 burgers,

I mean, you want to be
high up the ranks, don't you?

Back in the UK, with success
running pop-up stores and a van,

they decided it was time to raise
the stakes and open a restaurant.

they decided it was time to raise
the stakes and open a restaurant.

We knew that it would work,
but we had no money to do it

and the banks didn't
want to touch us.

They said, "You boys have got
no experience,

"you've never run
a restaurant before."

So we had to have the conversations
with all of our partners

and that, "Look, to do this,
we're going to have to put our

"houses on the line, we'll have to
put everything on the line,"

and if it goes wrong, then
we would all lose everything.

So we had everyone saying to us,
you know,

"Find a little place
down a back alley somewhere.

"It's not going to cost
you anything, do it there."

But we were very arrogant
and very, like, we thought,

no, if we're going to do it, let's
try and compete with the big boys.

So we thought if we could take
sort of ten grand a week,

we would just about
cover everything. Yeah.

And from the moment we opened,
it was, like, quadruple that.

That's amazing.

Time to try one of these burgers.

With four different patty styles

and a massive selection of toppings,

I'm letting the boys choose for me.

Tom will have a Beefy Boy.
The flagship, nice.

Oklahoma, animal style.

And then a pastrami fries.
And a takeaway box?

LAUGHTER
And a lie down.

Back in the early 2010s,
the high-end burger

suddenly exploded onto the scene.

Everybody wanted a part of it.

Everybody wanted to eat it.

Restaurants and restaurateurs
realised that actually something

that's so broadly loved
can actually be elevated

into being something really special.

But the market became saturated,
and the heyday is now clearly over,

with the likes of
Byron Burger, Honest Burger

and the Gourmet Burger Kitchen
having either closed down completely

or significantly scaled back
their branches.

So I want to learn what the
Beefy Boys are doing differently,

what makes their burgers
the second best in the world

and why their business is bucking
the trend and is in the ascendancy.

and why their business is bucking
the trend and is in the ascendancy.

This is the engine room.

This is where the magic happens!

# When the devil calls,
I'm gonna ride that train

# When the devil calls,
I'm gonna ride that train

# When the devil calls,
I'm gonna ride that train... #

# When the devil calls,
I'm gonna ride that train... #

Can we have a double Dirty Boy
smashed, please, Troy.

And a double Oklahoma
animal style Pastrami Boy.

So you've got your 3oz balls.

Mince, fresh every day.

For the Oklahomas, really thinly
sliced onions on top.

This is where the skill comes in,

is that smashing
and sliding process.

If you don't do it right,
you're going to lift the patty up.

You ain't going to get
the caramelisation on there.

And that's really important.

The difference between the best
burger you've ever had and,

you know, something that's
a bit dry and shrivelled,

is like 30 seconds
with them smashes.

The Oklahoma, we're gonna do
animal style,

so we put a mustard over the top.

So that's the American-style
mustard, it's high sugar content.

But when it cooks, it caramelises
because of the sugar in it.

Yeah, and it mellows out as well.

Then the next step is
putting the cheese on top.

Got American and Swiss.

American just for that saltiness.

And the Swiss has that
lovely sort of cheese pull,

you know like mozzarella,
when you pull it? Love it.

And then so on the other burger,
he's putting on some

beef-dripping onion.

And a big thing for us,

what makes it a Beefy Boy burger
really is we put the lid

of the bun on and then we hit
it with some steam

underneath the cloche.

So that steam melts the cheese,
but it also warms that bun up.

Gone for it.

Oh, that's amazing.

I love a burger anyway,
but that is so good.

The combination of well-sourced
ingredients and complete dedication

to their craft has been so
successful that, in 2019,

the Beefy Boys opened a second
restaurant in Shrewsbury.

And before I head back to my own
businesses, they want to show me

what they've got planned next.

We found a great site.

It's already a working restaurant.

It's slap bang in the city
centre of Cheltenham.

Amazing location.
Is this another high street one?

A name that everyone recognises
that's not gone well?

Yeah, I think they're looking
to get rid of a few sites.

Obviously it's been a tough couple
of years and a couple of things

that attracted us to it is,
it's already fitted out. Yeah.

So we've got all your fixtures
and fittings, needs a bit of work,

but it's all there.

And the other thing that
attracted us to it was,

it's got a fully functioning team.

So there's staff there already.
Right.

The last 12 months have been
a nightmare for getting

any new staff in.
Yeah, yeah.

A lot of them thought they were
going to lose their jobs altogether,

didn't they, they didn't think
they were being sort of taken over.

Yeah, so we've had to do it in what
they call a TUPE transfer.

So they come to work for us
as if they've always worked for us.

You're going to pay them
their full salaries?Yeah.

So, the longer this takes,
the more we have to keep on

subsidising their wages
and keeping them paid.

But in that period,
you've got to close,

de-brand what's existing there,

refurb, refit to yours, reopen.

It's normally like a
14-week process, maybe.

So what's your timescale
of getting this turned over?

Four weeks.

Four weeks?Potentially, yeah.

I mean, because I mean...

And within that as well,

there's been a couple of things
that have cropped up.

One of the big jobs we'll have to do
is try and find a new drainage route

so it doesn't have to
go through a pump.

The other thing is, there's major
issues with the toilet.

So it's new kitchen kit and
you've got to find new drainage?

Yeah. I mean, this is...
And the roof needs repaired.

Yeah, the roof. Yeah.

The bar's going to need
ripping out as well.

Yeah, you'll get it done in four
weeks no problem, boys!

LAUGHTER

This is a major high street
operator right now.

This is a major high street
operator right now.

But if that operator can't make
this amazing site work,

what is it that makes you think that
you can do it, if these guys can't?

what is it that makes you think that
you can do it, if these guys can't?

I think people want to come
somewhere which has got integrity.

It's got, like, a bit of heart
and soul

and people who care about it.

Our hope is that, yeah, whereas some
of the big brands can't work

in these places, I think
these days, the independents can.

Would it not be easier
as a business, though,

to save 200 grand, minimum?

Yeah, yeah, yeah.

And protect yourselves
with what you've got?

Well, when you put it like that,
Tom, yeah, that does...

..it does make a bit of sense.
But I don't know, it's always

that thing, I think, you know,
like a shark has to keep moving.

I guess it's the thing, we have
always wanted to have sort of three.

We always said three
would be nice, didn't we?

As much as it is a risk,

and obviously, you know, we've got
the electric bills going up,

gas bills, food bills,
everything's going up,

but that's why these opportunities
are presenting themselves.

So it is a risk, but I think
it's just one

that we're willing to take.

Yes, boys, 100%.

I only ask just because I just
wanted to ask the question,

but I completely agree with you.

I would grab this with
both hands, my friends,

and have a really good go with it,
because what an opportunity.

Opening in Cheltenham is definitely
the biggest risk we as a business

have taken on.

People told us not to get
Hereford, not to come

into this new development
that was being built at the time.

It's too expensive, you know,
you're not going to make money

on burgers, don't do it.
So we did it.

We jump into these situations...

..with confidence
that we'll manage to do it

and blag our way through it.

And we usually do.

So it's, you know,
it usually works out for us.

I'm not saying one day it won't!

These guys have got a timescale
challenge like no other to get

this new restaurant open.

I've never seen or heard
anything like it before.

They really are going to be
up against it.

As a lifelong Manchester United fan,

in 2019, a dream of mine came true
when we opened our first restaurant

in 2019, a dream of mine came true
when we opened our first restaurant

in the city, partnering
with the newly redeveloped

luxury Stock Exchange Hotel.

Two covers, Scotch souffle,

follow monkfish chicken,
side of chips.

We opened the Bull and Bear
back end of 2019 and it was full

We opened the Bull and Bear
back end of 2019 and it was full

of excitement, amazing,
and was warmly embraced

by the people of Manchester.

The city was just about to win
its first Michelin star

in over four decades.

Manchester had sat in this little
bubble for a number of years

of not a great deal going on,

and then all of a sudden, you know,
five years ago, it started,

these wonderful kind of green
shoots of incredible food.

The hotel itself is owned
by Gary Neville, who is,

The hotel itself is owned
by Gary Neville, who is,

for those of you who don't know,

a ex-Manchester United
and England player.

When someone like that
asks you if you'd like to go

into business with them,
after watching them play for years

and lift trophies, then the answer
is always going to be a yes.

I thoroughly believed
it would be fantastic.

The timing was great in terms of
the food scene hitting Manchester.

The dining room was beautiful.

The location was right
in the middle of town.

Like, so much of everything
that you'd want

Like, so much of everything
that you'd want

from a new opening was perfect.

But just three months
after we opened the doors,

Covid forced us to close.

So you go from this initial,
"Wahey!"

And it wasn't just like
slight loss in business,

it was done, that's it, shut.

And that, that was
a real crushing blow,

actually, it was a real crush.

And since then, making
the restaurant work for both us

and the hotel has been a struggle.

We went down to a five-day week.

Everybody wanted it to go
back to a seven-day week,

but we just couldn't
get to that space.

A hotel requires
a seven-day service.

But as a high-end restaurant,
we haven't been able

to make our business viable
on quieter Mondays and Tuesdays.

So, sadly, we've come to the mutual
decision that we will part ways

with the hotel and we'll close our
restaurant in two months' time.

with the hotel and we'll close our
restaurant in two months' time.

It's always very difficult when
you're having to make hard decisions

about business, and particularly
when you're in a world

that's about your team and you care
about the people

that are in your business.

So having to sit down with people
or tell them that the business

is looking at shutting and closing
and giving them their notice

is looking at shutting and closing
and giving them their notice

is very, very difficult.

I'm up in Manchester
to check in on my staff.

We've offered them all new jobs
in our other businesses,

but that will only work for those
willing and able to relocate.

Before we close,

there's a big risk we'll lose
significant numbers of staff

as they take up other opportunities.

Good morning.

How are we? We all good?

The challenge we have now is making
sure all our staff who stay

remain motivated to deliver our
usual high quality service

right up to our final day.

Hey, guys.
All right, Chef?

Hey, Connor.
We all right, buddy?

Good, how are you?
All right, thank you.

My head chef in Manchester
is Connor,

who's been working for me
for nearly a decade.

Everyone is still working
really hard.

I mean, there has been a lot
of notices, which is obviously

to be expected.

The last thing that we want
to do is to have any dip

in standard or control.

We want to finish still
on that high note.

Everyone knows exactly
what you expect from us

and they know that I'm not going
to let that slip at any point.

With Connor at the helm, I think
the kitchen is going to be OK.

Hey, mate.Hello.
How are you?

I'm good. You all right?
Yes, good. Do you want to sit?

But Alice, who runs front of house,
may have a tougher task.

There's been a lot of notices.

There's a little bit of middle, no
man's land, of where do we go now?

What's the next initial step?

We've had to sit down and sort of
monitor bookings and events

that we're doing and make sure
that we can staff those accordingly.

Obviously, we don't want to
just be signing up for things

and taking things on
that we can't man.

It does make your life
and our lives a little interesting

over the next few weeks.

It's going to be interesting,
I think that's one word to use.

We're right behind you.

Heads down, crack on.

And we just have to sort of smile
and get through it.

It's a massive shame.

We feel very, very disappointed that
we weren't able to make it work.

I've opened and shut restaurants
and businesses before.

This isn't the first time in
a 30-year career that I've been

a part of something like this.

I suppose one of the biggest things
that we need to work out

I suppose one of the biggest things
that we need to work out

is how are we going
to let everybody else know

that we're not operating here.

How are we going to let industry
know, how are we going to let people

who are coming, people who've
got future bookings?

So that's the biggest thing
is working out

between myself and Gary,

how are we going to let
everybody know?

In Cheltenham,
the new year has arrived

and the Beefy Boys have the keys
to their new restaurant.

Builders have been gutting the place
for the last three days...

What have you hit?
It's a bit damp, is it?

..and it's Murf and Christian's
first chance...

Phwoar, Christ!

..to see the bones of the building.

There's a bit of a whiff.

Yes, it's pokey, isn't it?

Like Christmas cheese.

That can't just be bar waste,
can it?

We're not doing a huge amount
of things to the front of house

beyond decor and sort of decorative
sort of stuff.

So a lot of the big jobs here
are more like the drainage,

the toilets, refitting that kitchen.

And they need to do it all
in less than four weeks.

From there, and then it's across
into that manhole down there.

So luckily that was deep enough.
Yeah.

And it's got all the
sort of rot back here,

all this sort of woodwork.

And that will all have to be
ripped out and redone.

There's just so much to do,

and you're kind of looking around
and spotting things

and your list of to-dos is
just getting bigger and bigger.

Any significant unforeseen work
will put their budget

and schedule in jeopardy.

Canopy has been extended to here,
so on that drawing,

the fryers were ending there.
Mm-hmm.

You just get the wrong appliance or
whatever in the wrong place,

and it can completely just put
the flow of the kitchen out.

That's where your grill
will start, there.

And then it's eight foot that way.

Some of the things that we took as,
they're here ready for us to use

will probably not be as useful as
we'd hoped in the first place.

So it does add a little bit
of cost on.

Of course, it's all doable,
but it just adds on more time.

There is a high chance that there is
problems within the building

that we haven't found yet
and that we are only

going to discover as we go
through this process.

And that's the big worry because all
it will take is we uncover something

and then you've got to extend
the fit-out by another week,

by another two weeks

when we've got a wage bill
of 30-plus members of staff.

With each passing week costing
over £15,000 in wages,

With each passing week costing
over £15,000 in wages,

any delays could be financially
crippling, so the boys aren't

any delays could be financially
crippling, so the boys aren't

wasting time and are starting
staff training straight away.

The front of house team are
being bussed to Hereford

to visit Beefy Boys HQ.

But we don't know any of them.

We don't know whether they're going
to be ready to work at the level

that we want.

That's a risk in itself,
not knowing these people,

but having to take them on.

Jamie, you must go for
the Rude Boy.

Why's that?

Because you're a rude boy!

You have to try the Hell Boy.

I've really been wanting
to be excited about it, enthusiastic

about it, and really passionate
about what we're trying to do

and what we're trying
to bring to Cheltenham.

The old place wasn't doing
that great with sales

and stuff like that.

So for us, a new, young, like,
restaurant to come in and take over

So for us, a new, young, like,
restaurant to come in and take over

and take all of us with them
as well, it's amazing.

Vicky's looking at the wine!

In Hereford,
Dan is left in charge...

Hi, nice to meet you guys.

How are you?

..to induct the new staff
into the Beefy Boys way.

Have a seat. Jump in.

Welcome to The Beefy Boys.

Your first experience here
having some food.

The food and drinks are all
on us today,

so you can have
as much as you want.

We want you to try
as much as possible.

I should have skipped breakfast! You
should have skipped breakfast, yeah.

I am fancying the Beefy Boy,
which is the original,

the original burger.

Smashed patties, Oklahoma style,
why not?

Whilst the front of house
team get to experience

the restaurant
from a customer's perspective,

training has already begun
for the chefs.

A lot of people do think
it's just burgers and fries.

I think people do think
it's very easy to make these things,

but it is quite a challenge.

And we have different styles,
different types of burgers,

different types of patties,
different ways of cooking it.

It's a very complex situation
just to make a burger.

Cheltenham head chef Camille
has to master thick and juicy,

smashed, onion smashed,
and fried mustard patties...

..and endless toppings.

There's over 50 combinations
to learn.

They're doing lots of takeaways
so basically everything ordered

is on the screen is going in order,
just trying to catch up.

It's a bit different than I'm used
to, but definitely exciting.

Everything's cooked fresh
from scratch.

We want to try and do it
as fast as we possibly can.

And obviously on a Saturday when
you're doing like over 1,000 covers,

you're basically just rolling,
rolling burgers

every sort of 15, 20 minutes.

Just set after set after set.

If Camille and his team fail to get
to grips and keep pace with service

If Camille and his team fail to get
to grips and keep pace with service

when they open in Cheltenham,
it could be disastrous

for both their profits
and their customers' experience.

I genuinely think when you come
to The Beefy Boys, it's not

just the food, it's the whole
picture - it's the staff, the food,

the atmosphere, the milkshakes,
the size of the restaurant itself.

I think that's what makes
The Beefy Boys so special.

OK, guys, you ready?

Food's coming.

They've ordered everything
on the menu, I think.

Beefy Boy smashed?

Two lots of ninja wings?

Oh, God, that looks so yummy. Wow!

I knew the food would be good,
but I didn't know

it would be that good.

It's a big old task,
taking on this amount of staff,

but they all seem really,
really keen, really happy,

really want to get involved
in it as well.

They love the menu and love
the food, so, yeah,

I think they're really
up for the challenge.

How are you finding it, OK?
Yeah. Enjoying it?

They're going to be training in
Hereford over the next couple of

weeks, so they're still getting
paid, still getting their hours

because everyone's got bills,
mortgages, kids.

We've got to think about that
more than anything else.

And hopefully then be ready
for the big opening.

I'm glad you enjoyed it.
Thanks for everything.

Nice meeting you all.

Best burger I've ever had,
I'm going to say.

Yeah, it was really good and
I'm excited to start work again.

Good, good, good.

Really good.

I wish all of them
would be like this from now on!

Nice to meet you all.

We've got nice trendy places
in Cheltenham, but this one

is going to be a definitely
a standout one.

You have to be people that are
really passionate about what we do

and yet have to be not afraid
of hard work because we're lucky

enough to be really, really busy.

And so you need people
that can handle that,

that can handle the pace.
We need to get them

all up to speed and all able to
work, like it's 800, 900 burgers

a day, within a couple of weeks.

So there's so much pressure
with this entire project

from the fit-out to getting
the guys themselves ready.

In Manchester, we've been
running the restaurant

in Gary Neville's
Stock Exchange Hotel

since it opened three years ago.

But sadly, the partnership
is no longer working and, jointly,

we've decided to go
our separate ways.

In the tight-knit world
of hospitality,

news travels fast and my team
in Marlow have been working

on a press release
to announce the decision.

But getting the wording right
isn't always easy.

"We've mutually decided
to part ways."

Perfect.
We'll send that...

Does Laura need me to ring him?

If it's still... Yes.

Our respective press teams

between myself and Gary Neville

are not necessarily seeing
eye to eye

of how we should tell the world
that we're not going to be working

within the Bull and Bear any more.

It's important to be in control
and happy with the narrative.

And 30 years in hospitality
have taught me that these things

are best resolved face-to-face.

So that means I'm heading north.

Almost at the hotel.

And what we do need is myself
and Gary to have some clear

understanding and some clarity
of the messaging that we're going

to put together
to let everybody know.

Morning, chief.
How are you?

I'm good, thank you.
You all right?

Yeah, I'm great.
Coffee?

Yes, please.
All right.

I'm not happy with the result
yesterday. No, no.

I bet. It wasn't a great one
for United, was it?No.

How are we presenting this
to the general public?

The headline is either,

"Tom Kerridge walks away
from Stock Exchange"

or, "Stock exchange
kicks Tom Kerridge out."

Yeah.The reality is none
have happened here.

We want room service
delivering to our guests.

We want seven-day operation,
which is not right for a restaurant

of that standard and quality.

Even if we were open on a Monday,
there isn't the number of clients

who come through the door
to keep it operational.

We've continually talked about these
things, haven't we?

These challenges. I mean, the cost
of living, energy, resource,

the fallout of the last
few years of Brexit and Covid,

it's real in this industry.
It's massive.

But then you've got that with
the hotel actually to then reassure,

batten down the hatches, make sure
you move forward in the positive way

is actually having an operation
that can operate seven days.

So I can completely understand
that you need something to fit

the model, the hotel model.

So I mean, I think sometimes
a statement out publicly by text

can always be cold. Yeah.

Personally. I mean, in
the past when I've done things,

I've just done a selfie video,
we could even just say...

Let's have a go at it now,
honestly, and it sounds crazy.

I know that...
You want to do it now?

Yeah. Are you going to introduce it
or am I?

No, you introduce it. We're here.

Well, this is quite actually
a unique situation that myself

and Tom have been talking
over the last few months

and Tom have been talking
over the last few months

about the partnership that we've
had over the last three years.

And to cut a long story short,
we are going to be announcing

this week that Tom, the partnership
that we've got here with

the Bull and Bear
will end in January. Yeah.

So from our point of view,
we've been made

to feel incredibly welcome, loved,

and been a huge part
of the Manchester scene

for the last three years.

And for Manchester, I mean,
it's goodbye for now.

So, thanks very much, everyone.

Thanks for your support at the Bull
and Bear over the last few years.

See you soon. Cheers, guys.

That good?

Yeah, I'm happy with that.
I'll send it to you.

Yeah, I think,
I think it's good.

I think I'll send it to you.
Send it to me.

And then you can
send it on to your team.

I've got to the point, over the last
two or three years, that I try

and somehow always make it,
make it end well, if I can.

And actually, this isn't
a falling out.

This isn't a falling out over money.

This isn't a falling out over
anything, it's not falling out.

It's an understanding
of business direction.

And it happens in so many businesses
up and down the country

all of the time, that people's
business partnerships...and they

move, they don't always crumble,
they don't fall apart.

But I think when there's two people
that are profile, all of a sudden,

it can be easily created
into something that it isn't.

So we've taken control of that,
that management,

the narrative is perfect.

Right, well, I'll get off
and leave you to it then.

So, Tom, I'll see you
in London soon. Cheers, buddy.

We'll get that video out.
Yes, good stuff.

See you later. Cheers, Gary.
Bye. Bye.

From our point of view, being an
experienced restaurant operator,

we haven't been able
to tick those boxes for Gary.

What Gary needs is a specialised
team dedicated to providing

the round-the-clock requirements
of a hotel, seven days a week.

the round-the-clock requirements
of a hotel, seven days a week.

They may struggle finding
somebody else that could do it

if they want that restaurant level.

There are those operators out there.

There are those executive chefs.

I just hope he can find them.

Due to the ongoing challenges
the hospitality sector faces,

our restaurant now joins the other
13,000 businesses to close

since the pandemic.

There are some great memories.

It is with a great bit if sadness
and a heavy heart that we are

leaving the Bull and Bear
and the Stock Exchange.

Where is he?

There he is.

How's it going, you all right?

How's it looking?

Yeah, yeah, yeah.

Bombsight.
Yeah!

Opening in, what, eight hours?

Yeah, probably less than that, yeah.

Seven?
Yeah, yeah, yeah.

In Cheltenham,
four weeks have passed.

And ready or not, the Beefy Boys
are going to launch

their new branch tonight.

What's not operational
in the kitchen?

The two fryers.
Yeah.

They're not working yet.

The engineer came out yesterday.

Parts were in stock.

He's got them and they're going
to be here around midday.

The boys desperately need to open.

They've been paying the wages
of the Cheltenham staff

from the moment they took
on the lease.

We've got about 200 people
coming tonight.

You've got to manage their
expectations a bit to let them know,

look, this isn't the
finished product.

We can't have that burden of
that many staff without us

taking some money at some point.

It's like, we could have done
with another two days.

Another two weeks!

Has the mince arrived?

I don't know, the meat
should have arrived.

I don't know, I haven't seen
anything yet. Buns?

Buns are here.
I haven't seen the meat yet.

There you go, watch your fingers.

Whilst Christian needs to make sure
the building is ready...

So Ian is going to come
here with a smasher.

..Murf and Dan have to get
the kitchen up and running.

But with a team that lacks
experience and, so far, no beef,

a successful night
is far from guaranteed.

We're trying to find jobs
in all of our, like...

We've got all this to do.

And we can only do about
two items at the moment.

So, yeah, stressed and a bit...

I am getting a bit nervous
now with it all,

thinking about it, just because
there's quite a lot to do.

We've got six hours, six hours
until we open basically.

And as you can see, nothing's here!

Do you know which stuff is arriving
in that first delivery?

So early equipments,
there's two loads.

One is arriving now, the other one's

going to arrive in between
11.30 and 12.30.

Has the meat arrived yet?
No meat arrived yet.

All right, I'll crack on.

Two hours pass...

Mind your back.

..new sofas arrive,

but still no meat.

So long as we get everything
set up, it should be OK.

For the first service,
it's very nerve-racking.

We might just do it. Right.

With five hours until opening,
a delivery arrives.

So the guy from Hereford turned up,
brought up all the sauces,

all our seasonings, extra prep,
chicken wings, bacon.

The engineer's here now,
he's fixing the fryers.

The meat still hasn't arrived yet,

the actual meat
we need to cook a burger!

Opening a restaurant
is extremely hard.

It's really, really hard, especially
the beginning where you're trying

to get things right.

There's things going wrong.

Yeah, yeah, like that.

Perfect!

It'll be on your left-hand side
as you're going down.

Ian said there was none
in Hereford.

Shrewsbury.

Shrewsbury, yeah.

James is sending one back.

With just enough time
to prep it before service,

the mince finally arrives.

Morning, guys. Well done, everyone,
for getting it to this point.

We're pretty much ready in the
kitchen, but obviously,

as you can see, the bar
is nowhere near ready.

So we'll just deal with it
as it sort of comes.

So, yeah, don't worry,
things will go wrong today.

That's the nature of it.
Good luck, everybody.

And it's only a three-hour service.

So, 200 people, three hours.

Easy. You'll be fine.

Yeah, man. All right.

See you guys downstairs.

Right! Good!
CHEERING

Let's do it.

At 5.30, time is up...

Hi, guys.

..and after a whirlwind four weeks,
the guys have done it.

Beefy Boys Cheltenham
is open for business.

You're just waiting for the tickets
to come in.

So we're just waiting
at the moment, but...exciting.

Chicken Boy plus Swiss cheese,
plain, no sauce, no salad. Yeah?

That's not on yet.

First one going out.

First order going out
of the new restaurant.

I like doing what I do,
I like being in the kitchen.

I like cooking,
I like being in there.

A lot of guys can't really believe
we still work in the kitchen.

But that's where we want to be
because it's important to us

that what's going out
is as we want it.

And the only way you can do that
is by being hands-on.

Oh, two animal style, man,
animal style.

So it should be bacon on that.

Not on that one.

Yeah, yeah, yeah, yeah.

There isn't a job
within The Beefy Boys

that no-one should be
not prepared to do.

And we try and lead from the front.

You do that, my love,
and come back, please.

With service at full throttle,
the Cheltenham staff are relying

on the old hands to steer the ship.

No, no, no, no, no, no.

Ketchup and mustard.

American, ketchup and mustard,
yeah?

So just...

Yeah, chuck that in the bin
and start again.

They're still coming in.

OK, can I get some runners
in here, please? Runners in here.

All of this is going to be table 30,
OK?

A couple more runners.
A couple more runners, please.

We have got Bacon Boy,
Oklahoma style, smashed patty.

It's going very well.

Busy already.

Everyone seems to be
enjoying the food.

Wish I was sat with a glass of wine
myself and a big burger

in front of me, but...

So given we're here first
time tonight, you would never know

it's the first day opening,

the service has been immaculate,
to be fair.

Hereford is a long way away,
but we travelled there a few times.

Now it's in Cheltenham!

Macaroni Boy,
Oklahoma and animal style.

Yes, thank you.

Belly bursting.

And I only... I had it as a salad,
to be fair. Yeah.

I had four smashed patties.
Insane.

And a Pizza Boy smashed,
no pepperoni.

Guys, well done, lots of
really great feedback.

Oh, good.

OK, buddy, table 64, please.

OK, guys, that was the last one.

Well done!

CHEERING

I mean, there's been the odd thing
here and there.

But I mean, at the end of the day,

they have had us, like, over their
shoulder for the whole thing.

So I think the test over the next
couple of weeks is going to be

when we can start pulling back.

The boys will need
to crack the whip.

They have an enormous challenge
on the horizon.

By the time it gets to race week,

it's going to be three
or four times as busy as that.

Cheltenham Races is this huge thing
where you get about a quarter of

a million people descending on
Cheltenham for four days and all the

restaurants and pubs are absolutely
heaving. So it's a great opportunity

because we'll be able to make back
some of the money.

But on the other side of it,
it means that we need to get

all of that staff, all of the team
in Cheltenham, up to scratch

and ready to be working flat out.

What we hear from all the staff
here and all the locals,

it goes absolutely mental.

These guys will be really put
to the test... Yeah.

..during that week, they'll be...
And that's in six weeks.

Yeah.

Yeah, six weeks, yeah.

Thank you very much.

In Northern Ireland,
Gillian Beare runs Finn Lough,

In Northern Ireland,
Gillian Beare runs Finn Lough,

a luxury hideaway retreat
with accommodation

for up to 80 guests.

We're based on the very west
of Fermanagh,

so we border Donegal.

We sit on the shores of Lough Erne.

In recent years, as a result
of, first, the pandemic,

and then the cost of living crisis,

there's been a mini break
staycation boom...

Hiya! All right, folks?

How are you getting on today?
Good, thank you.

..as people think twice
about trips abroad.

And there are few places better
to escape the grind

of day-to-day life.

It's absolutely beautiful,
untouched.

We sit with a native oak forest
surrounding us.

We're very fortunate to be situated
where we are and it forms

a large part of the experience
for guests, whether they're sitting

in the spa, in a hot tub, enjoying
the views or getting out on a kayak

or a paddleboard.

Whilst other businesses
may be in retreat,

since Gillian and her brother
took over running Finn Lough

from their parents,

they've looked to seize
the moment and grow.

So, behind me, we have some
of the original chalets,

I suppose they were.

Originally built in 1987
by my dad.

When we came to take over,

they were reminiscent, I suppose,
of, like, 1980s ski chalets,

they were reminiscent, I suppose,
of, like, 1980s ski chalets,

a lot of pine.

We refurbished these.

So these were the first products
that we actually launched.

And from there it was just
a slow burn of sort of

growth and development.

We took it upon ourselves to take on
what we could and try to make

something of it that would speak
to our generation and invite people,

much like we did, to embrace
this beautiful place and find a way

to bring it to a new audience.

I actually grew up on the very top
floor of this building, which is now

three suites, and we added a bar,
restaurant, cinema,

whisky tasting room,
all the things that we love!

Whilst the remote location
is a huge draw for guests,

it can make top quality,
experienced staff hard to find.

There are almost 150,000 job
vacancies in the UK hospitality

There are almost 150,000 job
vacancies in the UK hospitality

sector, and recruiting new staff
from across the Irish border

sector, and recruiting new staff
from across the Irish border

and from the wider EU
is no longer an easy solution.

We could have somebody living two
miles away that we can't employ

because we're in Northern Ireland.

Brexit has hit us pretty hard.

Recruiting the best
from across Europe was a luxury

that we no longer have.

To find the very best staff
to deliver on Gillian's ambition

to create a high quality
food offer, she's had to cast

her net further afield.

About two years ago,

we started a large recruitment
drive after Covid.

We had to replace our entire kitchen
team, so we got our UK sponsorship

We had to replace our entire kitchen
team, so we got our UK sponsorship

licence and Shaughan,
our now head chef,

Barry, our restaurant manager,

and Kristin, our pastry chef,
have come through sponsorship visas

from South Africa.

A lot of our staff are from the good
restaurants in Cape Town

and Johannesburg, lots of people
that we'd worked with previously.

We've come in to try and push
for some Michelin stars,

some rosettas, and get
a name for this place.

It's an ingenious solution
to a staffing problem

more and more managers in our sector
are facing.

But it's not the only clever pivot
Gillian's making to evolve

and grow her business in these
tough economic times.

This is us, guys.

Looks lovely.

So, just remember when you're going
in, don't open two doors at once

and all will be well.

Enjoy. Thank you.

See you later. Bye!

Oh, my God.

Oh, so big.

This is brilliant.

Yeah.

Look, this is cool.

I know, it's gorgeous.

We drove all the way up from Dublin.

We've been coming here
since the end of 2014,

start of 2015.

We come just to get
a bit of a break away.

We have a baby,
a year and a half old.

The little man, Tegan.

So we get to take a little bit
of a break from the little man

and then we'll get back
to him again.

Yeah, a little refresh.

It's like you're in the forest.

Like, you feel like
a bird on a tree.

Like, it's unusual
when you first go in.

When you wake up in the morning,
it's just like you're sleeping

outside, but you're cosy
at the same time.

Bubble hotels are extremely rare
in the UK.

As well as immersing guests
in this stunning environment,

they're a clever way of making
the offer truly unique

in an increasingly competitive
luxury mini break market.

in an increasingly competitive
luxury mini break market.

The bubbles were born from a desire
to find something low impact

that really allowed a connection
with the surroundings.

that really allowed a connection
with the surroundings.

They're produced in Girona
from recycled plastic.

So it was like a light bulb
went off when we saw those.

We thought, this is the thing
that we've been looking for.

As if the bubble rooms aren't
enough, to entice their guests,

they've invested nearly £250,000

on new lough-side spa facilities,

including hot tubs and a sauna.

And of course, the swim steps
taking you into the lake,

if you want to brave
the colds of Lough Erne,

which I highly recommend
for anyone who wants to do it.

At a time when conventional wisdom
would suggest businesses should opt

to play it safe,

here, they continually
choose to twist,

pouring more money into making
the facilities bigger, better

and more attractive
to tourists than ever.

It's a bold strategy, and Gillian's
about to take the philosophy

to a new level.

So, here we're going to go in

and see our next
rather large endeavour.

So, forgive the mess.

It's still very much under way.

So as you can see, it's a real
escalation of the domes.

Gillian plans to bring
a tropical spa to Fermanagh.

And this was something we sort
of started designing in 2020,

And this was something we sort
of started designing in 2020,

leveraging the solar gains
that we get from the glass

that was inspired by seeing
what happens in the domes

when the sun shines.

It allows us to really minimise
our energy consumption,

while still creating an incredible
tropical temperature inside

for guests to enjoy.

So, as you come in here, you'll go
through a series of rituals,

as you come in - a tropical shower,
walking over the textured stones.

as you come in - a tropical shower,
walking over the textured stones.

Coming through then, you'll start
with each sort of little pool

is going to be an incremental
increase in temperature.

So, the roof structure,
every single piece was separate.

Some of the measurements
weren't quite right.

So, you can imagine some
very disappointed faces that day.

You always expect there to be extra
challenges, but those challenges

always make it, in the end,
usually worthwhile.

So far, the dome has cost
nearly £500,000,

with a further 400,000 required
to complete it,

which means they'll need a constant
stream of clients to see return

on their investment.

Hopefully our guest
will continue to come back.

They like to see what we're doing.

There's always something new
because it's that fresh newness

that's so exciting and hopefully
brings guests a different dimension

every time they come.

Letting nature be our guide
in everything that we do in terms

of design, experience, it forms
the linchpin of everything

and it's about that connection.
As low impact as possible

from our side while still
developing things,

so that's a constant
push and pull for us

of how far to go with development.

So, the evenings with the winter -

I mean, we have sunsets at 4pm,

so people will come and enjoy
an early evening drink, wine, dine

before heading to dinner.

We'll hang your coats,
and I'll show you to your seats.

Thank you very much.
Follow me. Thank you.

Hey, guys.
First wave, table 17, yeah?

Thanks so much.

OK, guys, next up we got table nine.

Check in, guys, let's go -
sea bass, chicken chaap,

pork ribs, sirloin, and chips.

We ordered eight dishes,
and just filling our bellies now,

because we're starving after
being on the lakeside.

Knowing when to expand or
when to batten down the hatches

is always quite a difficult
balance to find.

But my view is actually,
go with gut instinct, gut feeling.

If you're presented with
an opportunity, you walk into it

and you feel good about it, do it.

Go for it. Just attack it.

It's March, and Cheltenham
is awash with punters,

here to enjoy the races.

This is day one,
the Cheltenham Festival runs

from Tuesday, Wednesday, Thursday,
Friday of the Gold Cup.

And I think it's about
quarter of a million people

come to Cheltenham for it.

It's the perfect time
for me to drop in

and see whether the boys have worked
through the teething problems,

and see if the kitchen team have
reached the required levels

to keep up with the demands
of hundreds of hungry racegoers.

How we doing?How's it going,
mate? Good to see you.

Chris, nice to see you.
You're OK, chaps?

How are you, mate? I'm very well.
Yeah, nice to see ya.

You got it open. It's amazing.
Yeah. Thank you.

Are you pleased?
Oh, mate, over the moon.

I think out of all of them,
this is my favourite one.

Oh, really?Yeah, yeah.

All the features have really come
together and everything we've done.

I think this one is the one
where we've really got it

exactly how we want it.
Yeah. I love it.

It's a great space.
Shall we show you upstairs? Yes.

And so... 70 covers down here.

Yeah, about 90 upstairs.
90 upstairs. OK.

So, the waiting staff are
getting a glute workout?

Yeah, yeah, they are.

Now, is it as busy as you
wanted it to be?

If anything, it's busier.

Really? Exceeded expectations?

Yeah. Yeah, we had a target,
and we've smashed it.

Originally, I think their
busiest day was like 250 covers,

and we're doing like 450 on
a Monday at the moment.

So it's like, yeah, we're doing
really, really good numbers,

we're really pleased.

Whilst their early takings
sound promising...

Full team are in for Race Week!

How are we doing, gents?
I'll dump my coat there.

..I'm dying to find out
how much they've spent...

No cheese, yeah?

..to get this place open.

You're exceeding the numbers
you were saying that you ever hoped

you thought you'd be doing,
which is just brilliant.

Talking about exceeding numbers,
how was the budget?

THEY LAUGH

It was exceeded. Yeah!

LAUGHTER CONTINUES
But not by too much.

OK.It wasn't too bad, really.

So, you set yourself
a budget of how much?We...

It was an aspirational
budget of 150K.

Right. OK.

Which you laughed about, as well.
I did! What number did I say?

You said it had to be...

it'd be much closer to two.

Right. And where was it?

Two.
THEY LAUGH

Yeah, that hasn't included my
10% consultancy fee.

It's going to be paid off.
I mean, it's going to be paid off.

You know, if you all still get on...
No...

THEY LAUGH

I mean, we have our moments,
do you know what I mean?

I think all four of us have fallen
out with each other, you know,

all at some point.

We always joked that we
were once friends,

and now we're colleagues.

So I'm OK. I work with my friends,
I love it, I think it's great.

The other three boys...
they argue all the time.

He's brilliant and, you know,
and sometimes, he's terrible.

When you, like us,
like, you trust each other,

conflict is good,
because you sort of...

Because you know that you both want
the best for the business.

You spend so much time with
people you work with,

and if you can work with people that
you that you really like or love,

then it makes it so much better.

The races have finished for the day,
and the town -

and the restaurant -
are filling up with hungry punters.

I'm eager to see how
they're coping in the kitchen.

How are we doing, chefs?
We all all right?

Yeah, all good!

Yeah, yeah. Good, good, good.

The energy in this space is amazing.

The noise levels, cooking,
backwards and forwards,

things coming up to the pass.

I mean, it's a great sight to see.

I love it.

The energy of kitchens -
they're amazing.

So, the next one is one Pastrami
Boy, OK, for the next set.

Hello. How are we doing, Chef?
You good?We're good, yeah.

It's nice to see you.

So, you were head chef of
the previous business.

Yes, I was, yes.

And the difference
between that and this?

It's completely different. Yeah?

The biggest difference is volume.

So, now we're doing, on weekends,
around 750 covers.

So, yeah, the volume of people
we're going through is massive.

But in terms of working for
these guys?Yeah, they're cool.

They really engage with you.

You have some problems,
they're here with you.

Look, they're owners,
they're working.

Yeah.They're not scared of jobs.

So, yeah, that's the
biggest difference.

A good hospitality operator
is somebody who has not

got above themselves.

You're prepared to get in there,
get your hands dirty.

They still try and get into the
kitchen and do services

every single week.

It's so important that that heart,
soul, personality remains.

The guys have been with you now for
around about seven weeks.Yeah.

Can they handle this week?

Oh, yeah. Oh, definitely.

We've got some absolute diamonds
in this kitchen.

Real mix here,
but they're all great.

And all these lads have just worked
their socks off to get this place

to where it is, so I've got full
confidence in these boys.

With Cheltenham looking like
a gamble that's going to win big,

it'll be fascinating to see
if the boys intend to take

another punt elsewhere.

It wouldn't surprise me
if restaurant four

wasn't too far off the horizon.

But the idea of doing it right now,

I think we all need
to recharge our batteries.

No immediate plans to open up
another restaurant, but, yeah,

definitely I think in the future.

Well, so now we've got three,
so we're not like a big, big chain

or anything, but we're not just
a small independent.

So, I think that's where,
over the next few years -

and whatever happens with us in the
future, whatever we decide to do -

that's something we've got
to try and maintain,

is that unique, independent feel.

The Beefy Boys show that,
by being independent and nimble,

especially during volatile times,

opportunities abound.

You just have to be bold and brave
enough to go out and grab them.

Fully booked. Looks amazing.

Yeah. Thank you.

Honestly, what an amazing space.

Thanks very much, man,
appreciate it.

Cheers, buddy. Well done.

The town is buzzing.

The restaurant is buzzing.

And you've gotta take your hat
off to those boys,

because considering they've not been
in the industry for so long,

they've come with a great
entrepreneurial spirit.

They've mixed that with
a bit of know-how, skill,

but most importantly, passion,
heart and soul.

And they've created
not just an incredible brand,

brilliant burgers and a
brilliant restaurant.

I take my hat off to them.
I think they're amazing, them guys.

Next time...

Hey, guys.
ALL:Hi!

..hospitality success depends
entirely on teamwork.

We treat the team like they're
family and not just staff members.

But how can our industry recruit
and retain the best people...

They've absolutely smashed it
out of the park.

..in the midst of a
nationwide staffing crisis?

There's 400,000 people that
have left the industry.

We need a workforce.