Introducing Simon Norris: National Account Manager for the HORECA

At HOBART Service, we know that the hospitality and restaurant industry move fast and equipment downtime simply isn’t an option. That’s why we’re delighted to introduce Simon our National Account Manager for HORECA. With over a decade of experience and a deep understanding of the sector, Simon is dedicated to helping our customers keep their kitchens running smoothly, efficiently, and with minimal disruption.

Can you introduce yourself and tell us about your role at HOBART Service? How do you support your customers in your day-to-day work?

I’m a National Account Manager here at HOBART Service, looking after our HORECA customers. I’m actually back for my second spell with HOBART Service, having previously led the sales team from 2009 to 2011. Overall I’ve spent over two decades in the hospitality industry, and customer support has always been at the heart of what I do.

My role is all about making sure our customers experience as little downtime as possible. I focus on the full customer journey, building strong relationships and offering tailored support that helps them keep their operations seamless.

What do you enjoy most about working in the industry?

What I enjoy most is the relationships. This sector is fast-paced and ever-changing, and it suits my background perfectly. I studied hospitality management, I’ve spent time working in hotel kitchens and even ran my own food manufacturing business for over a decade – so I know first-hand how challenging it is when equipment breaks down.

I deeply understand the pressures our customers face and the importance of getting things back up and running quickly. I always say that the cheapest labour isn’t always the best option, downtime can often cost more in lost revenue than a service call ever will. That’s where HOBART Service comes into its own, with expert engineers, rapid response, and a market-leading 94% first-time fix rate that helps keep kitchens running and disruption to a minimum when it matters most.

One great example of this can be seen in our work with Prestonfield House Hotel in Edinburgh a five-star hotel with an eye for perfection in every detail. Our team provided a full warewashing solution and ongoing support that met their exacting standards. Read the full case study here to see how we delivered results that matched the prestige of the hotel.

What are some common challenges your customers face, and how do you help solve them?

The most common challenges I come across are equipment downtime, response times, and access to parts. These are daily concerns for busy hospitality businesses.

We help by keeping things simple and efficient, encouraging customers to deal with us directly at HOBART Service. Our engineers are highly trained and fully equipped, with vans stocked with over 550 genuine OEM parts – covering the most commonly needed replacements. If a part isn’t available on-site, it can be dispatched from our centrally based distribution centre and delivered overnight, straight to the engineer’s van boot – ready for use the very next day. That combination of speed, specialisation, and streamlined logistics is a real game changer.

What do you think sets HOBART Service apart when it comes to supporting national accounts in the hospitality and business sector?

It’s the transparency and reliability that truly set us apart. We’re upfront about pricing on spare parts, so there are no surprises. We’ve also got a UK-wide network of engineers, offering consistent service across all postcodes with a strong first-time fix rate of 94%.

On top of that, I act as a single point of contact for national accounts, so our customers always know who to turn to. Behind me is a brilliant internal team, from scheduling to parts and technical support, all working together to minimise disruption and keep kitchens running smoothly.

What do you find most rewarding about managing national accounts at HOBART Service?

I really enjoy the dynamic nature of the role. No two days are the same, and I love being hands-on with our customers, keeping them informed, spotting new opportunities, and making sure they feel supported every step of the way.

Seeing the real savings we help our customers achieve, whether through reduced downtime or more efficient servicing, is incredibly rewarding. Going the extra mile isn’t just part of the job it’s something I genuinely enjoy doing.

What trends are you seeing in the hospitality and business sector that are impacting service and support needs?

After a really tough period during the pandemic, it has been great to see the hospitality sector bounce back. That said, ongoing wage growth and increases to the national minimum wage are squeezing profit margins for many businesses.

That’s why cost control is now more important than ever and why working with a reliable service partner like HOBART Service can make a big difference to the bottom line.

How have HOBART Service UK and ITW supported your career development? Are there any initiatives or experiences that have helped you grow?

I started at HOBART Service at a young age and had the chance to work across every department in the service division. That hands-on experience has given me a really deep understanding of the business.

After running and selling my own manufacturing company, I came back to HOBART Service – a company I know and trust. I’ve always felt supported here, both professionally and personally.

There are great opportunities for training and development, along with wellbeing initiatives, educational support, and a strong benefits package. The culture is collaborative and forward-thinking, and that’s helped me continue to grow in my role.

If you’d like to discuss how HOBART Service can support your business book a call with Simon today by clicking here.