After working in managed pubs for a number of years, I wanted to establish myself as a credible licensee, so it was an ideal challenge.
The hard work has paid off. By providing a compelling entertainment offering, great customer service and creating a real sense of community, we were delighted recently to be awarded the Bedfordshire Best Bar None (BBN) Public Choice Award, by two thirds of the vote.
In my experience the most crucial aspect of running an LGBT venue is the sense of community — it is more important than at any other venue I have worked in. In an LGBT venue, your customers look up to you as a spokesperson and someone who will always look after them.
Environment
This brings added pressure, although it is certainly something I enjoy. It is ever more important to create a fun, safe environment for your customers where they will feel protected from the discrimination and associated difficulties they sometimes still unfortunately face.
Compared to the standard high-street pub or bar, the challenges in an LGBT venue are completely different. It is all about the social aspect — get that right, and everything else falls into place. LGBT venues hold the old ideals of what going to the pub is all about. Fundamentally, it’s an inclusive place where you come together to meet people and make friends.
Some LGBT venues open their doors and expect people to turn up, as they think they have a captured, niche customer base. The reality is, our customer base isn’t actually that niche anymore and, like any other pub, we have to constantly strive to achieve more by driving forward the offer.
Support
My experience is that some LGBT venues don’t tend to be particularly well run in terms of standards and staff training. Again, like any other venue, we stand or fall on standards of quality, service and entertainment.
Support and advice is always welcome, and working closely with my business development manager from Admiral Taverns has been invaluable.
She has been great in supporting our initiatives and sharing best practice from other pubs — something that has really helped me in running a successful LGBT venue.
Winning an award is always a reason to celebrate, but receiving an award from the public holds its own special place.
For an LGBT venue in a small town, it represents an affirmation of equality in Bedford, which is a great message and something we are incredibly proud of.
Jake Kwan is licensee of the Barley Mow in Bedford