Hotel Cateys 2021: Hotel Restaurant Manager of the Year: Emma Lonie

Emma Lonie’s hard work in managing the fine dining Michelin-starred restaurant Number One at the Balmoral, a Rocco Forte Hotel in Edinburgh, is recognised with this award. The restaurant has retained its Michelin star and four AA rosettes in the 2021 guides, and is currently Restaurant of the Year in Scotland.

Lonie oversees the entire front of house operation at Number One, looking after 10-15 front of house staff, including a deputy manager, head sommelier, assistant sommelier and a team of experienced chefs de rang. She also works closely with head chef Mathew Sherry overseeing a team totalling 20-30 staff at the 40-50-cover Number One restaurant.

Lonie consistently goes above and beyond for both her team and guests, using her strong leadership and passion for world-class hospitality. Those characteristics have been required more than ever over the past year and a half. She has kept abreast of government restrictions and regulations, and worked with senior hotel managers and HR to support the team through every stage of the pandemic. She has also used her previous experience in the NHS in working with senior managers and the health and safety manager to ensure the best procedures and protocols were in place at Number One to look after the team and guests.

Beyond Covid-related protocols, Lonie has shown business acumen when navigating various stages of the pandemic. For example, on Christmas Day 2020 when Scotland was about to go into full lockdown and the restaurant was allowed to operate only a lunch service with no alcohol, she contacted all guests, most of whom were regulars and locals, to encourage them to still dine at Number One at Christmas by creating the ultimate menu and experience. Champagne and other alcoholic drinks were replaced with home-made kombucha tea, as well as juice pairings and infusions. Lonie and the team were able to provide a memorable day for all, along with much-needed revenue from the last service before lockdown.

And it’s not just at Christmas that she goes the extra mile. She consistently ensures that Number One exceeds every guest expectation and has worked to improve all aspects of the restaurant and hotel experience, from menu and service style to the design and maintenance of the luxury restaurant environment. As a result, average food spend has increased by 28% on pre-Covid levels (from £82 per head to £105), and her work with the head sommelier to improve the wine pairings has resulted in an 18% average beverage spend increase.

Despite one of the hotel’s most challenging years, she has motivated and inspired her team members to constantly improve their skills, which has resulted in a number of accolades for the hotel. Her passion for her team has seen her coach and mentor staff through various programmes, while ensuring continuity throughout the pandemic, and even a change of head chef in early 2021. She has taken the care of both the hotel team and guests to a whole new level of responsibility.

What the judges said

“A hugely impressive approach to running a restaurant of the highest quality. Brilliant attention is paid to the care of diners, but, as importantly, to the nurturing of staff too.”

Geoff Booth

The shortlist

Antonino Forte Galvin at Windows, London Hilton Park Lane

Emma Lonie Number One at the Balmoral, Edinburgh

Evan Williams-Box The Devonshire Arms Hotel & Spa, Skipton

Past winners

2019 Devid Isabella, the Goring

2018 Leni Miras, the Colony Grill Room at the Beaumont

2017 Luigi Cagnin, the Ritz London

2016 Rebecca Galland, the Vineyard, Stockcross, Berkshire

2015 Sarah Holden, the Pig near Bath

2014 Davide Durante, the Bingham, Richmond

2013 Andrew Sicklin, Galvin at Windows, London

2012 Michele Caggianese, Jumeirah Carlton Tower London

2011 Mark Bevan, the Chester Grosvenor

2010 Diana Gailiunaite, Docklands Bar and Grill

2009 Marc Whitley, River Bar and Restaurant, the Lowry

2008 Loris Lucchini, the Chesterfield Mayfair

2007 Nicolas Roulier, Seaham Hall Serenity Spa