A refreshed focus on customer experience and continued investment is helping one of Edinburgh’s most distinctive bars defy industry challenges.
“We’re committed to proper, good old fashioned customer service,” says Samuel Leishman, the new manager at Pilgrim Bar in The Cowgate.
With a decade of experience in the hospitality trade, Leishman is relishing his new role heading up the Robertson’s Close venue, which he describes as “a quirky, ‘vintage chic’ cocktail bar.”
A recent £20,000 refurbishment, combined with investment in full live sports coverage, has paid off for the bar, which has experienced a 15% rise in turnover in recent years – bucking a wider decline in wet-led outlets across Scotland. Another £20,000 is expected to be invested next year to continue improving facilities.
As the festive season approaches, Pilgrim’s workforce is set to grow from fourteen to eighteen staff, with an emphasis on strengthening customer service standards.
Before joining Pilgrim Bar, Leishman worked at East Finch Bar on Hanover Street, known for its American-style service and modern twists on classic cocktails.
“Things are going to be very busy over the next few months,” he says. “I’m looking forward to having the best people in my team. Looking after our customers is very important.”
The bar’s varied programme of live entertainment continues to play a big part in its success. “We’ve got a great mix of live music, open mic sessions, quiz nights, cocktail masterclasses, and live sport coming up,” says Leishman. “We’re known for our Karaoke Tuesdays, and our Thursday Cocktail Club. Both are really popular, and certainly liven up and boost midweek trade.”
Pilgrim retains a strong sense of traditional bar culture. “They’re looking for that interaction with other people as only standing at a bar can bring. They’re looking for the banter with our staff as well. We can provide this in a safe, welcoming, and inclusive environment,” Leishman explains.
“It’s a proper night out in a relaxed setting which is that little bit different in the City,” he adds. “We’re also open to accommodating sponsorships for student societies.”
Reflecting on the bar’s forthcoming recruitment drive, he continues: “I think it’s fantastic that this business can sustain a staff of eighteen people, and that our owners are committed to continual investment. We have new furniture, decoration and soft furnishings – our interior is looking great.”
Daniel Harrison, one of Pilgrim’s three owners, says: “We are very lucky to have experienced and passionate people like Sam on board here at Pilgrim Bar.
“It’s not been the best of times for the licence trade over the past few years, particularly as concerns the wet led unit. But we are showing that working together as a team, investing in your business, and supporting your workforce, can make a success of it. Our plans are most definitely to grow within the capital.
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“Sam is very much a part of this focus as we move forward.”
More details can be found at www.pilgrimbar.co.uk.
