Uniting for Providing - An Interview with Luke Tillen, Founder of the Torbay Holiday Helpers Network and Hotelier

“This Holiday Helpers Network thing sounds really cool,” said Deborah Bond, Director of Marketing at App for Devon. She was reading an invitation to the Pennywell Farm Christmas Nativity Christmas plays and Father Christmas visit. Torbay Holiday Helpers Network is a recipient of some of the funds raised by Pennywell’s Christmas event. After she sent me the link, I learned of the Torbay network of hotels, accommodation providers, tourist attractions and businesses providing free holidays to families with seriously ill children or the recently bereaved. Within an hour I had written Luke Tillen, founder of THHN, to request an interview. I didn’t expect him to be available for anything more than a half-hour phone call: as the owner and operator of the Hotel de la Mer, Torbay Holiday Helpers Network, and all associated partnerships, events, marketing and outreach therein, one of my first questions for Luke was sure to be: “What does a typical day even look like for you?”

“Like a juggling act,” he laughs during our phone call a week later. “I’m the father of four children under the age of eight, a husband, running a successful hotel and a national charity. And you can’t forget the dog.” Or the fact that Luke is an ultra-marathoner, the inspiration behind his “City to Sea 53” fundraising race in September 2015. Despite such a schedule, Luke is willing to answer my multifarious questions about everything from running a hotel to life on the English Riviera.

How many people do you have helping you with THHN?

When THHN really started to take off in May, I hired a fundraising manager. He’s going full-time in December. THHN is starting a charity shop full of family and children’s items and will have a manager there full-time. The rest of my help is volunteers, like my treasurer, secretary, and holiday liaison officers. There are 15-20 people helping on a regular basis.

That’s so impressive; I know how hard it is to get a volunteer for a single-day event, let alone full-time commitment. How did you find them?

In fact, I have found nearly everyone who works with me on social media. Our Facebook and Twitter accounts are very active. We also have a Facebook Volunteer Group called “I am a Torbay Holiday Helper” that has 200 members [201, if Luke accepts my ‘Join’ request]. Not only is social media instrumental in 7% of the growth of the charity but it’s also part of the operations.

Wow, you must love media and publicity then!

Actually, I hate publicity; I’m a shy person. Things are getting easier for me now. At first, we had to find partnerships only through self-promotion. People are finally coming to us, usually from word of mouth. Still, whenever I notice a potential partner I always introduce myself.

No way! I never would have guessed. Does that mean you like to spend your free time at home?

Well, if I have free time, I usually spend it walking the dogs and playing rugby with my boys. We love the coastal paths; our favourite is the Babbacombe sea front. For lunch we go to Amici Italian Restaurant in Torquay. If my wife and I have a night without the boys, which is rare, we go to the cinema and Café Mumbai in Totnes.

Yourself and your wife own and operate the Hotel de la Mer in Torquay, correct?

Yes. That’s one of the reasons Hotel de la Mer unique: there is always an owner on-site. We’re family-run and we care. The other hotel flagship is the food. Everything we cook is locally sourced. All meat comes from within 20 miles of here and the fish is delivered every morning by Brixham Fish Market. The fruits and vegetables are from Devon and Cornwall, unless they’re very exotic. We don’t use any packets, sauces, or frozen prepared stuff. Except our bread, ice cream, and frozen peas.

What! You don’t make your own bread?

[Laughing] No, that’s where I draw the line…its way too time-intensive!

So if the charity is run on social media, where does the hotel get its press?

We’re actually primarily a “coaching hotel” so we have a lot of local British visitors. We always feature special offers on Facebook and Twitter, too. The nice thing is that our empty rooms usually go to families with THHN who may need to travel at off times because it’s the last trip they will get to make before losing a loved one.

That’s really powerful. Is that what keeps you going during your stressful days?

Absolutely. The relationships that we’ve made with the families are the reason I work so hard. There are a handful of families that I keep in touch with; they’ve changed my life. The most satisfying thing is to watch their transformation after arrival. You should see the families when they come, how flat they are. By the end of their holiday they’re animated again. You can physically see it. It’s a testament to the businesses involved. Each one offers something small, from a candle to a cake. Collectively, this makes something massive for the family.

What are your goals with THHN for the next year?

The new charity shop needs to be a huge success. We’re leasing the offices on the second floor, which should help. We’re also focused on our City to Sea Ultra-marathon and Walk/ Run in September. There are two distance options, both of which start in Exeter and finish in Babbacombe Downs [register here: http://www.thhn.co.uk/city-to-sea-53-campaign/city-to-sea-53]. We’re looking for event sponsors.

Do you have any big plans for THHN in the next five or so years?

The charity is trying to build a bungalow to suit the high-level care needs for families that couldn’t consider a breakaway because hotels don’t have the facilities for the very, very ill. They are referred to THHN by care networks. Nowhere can accommodate their final holiday. I have to turn away calls from families like that every week; it’s so difficult. So, our bungalow will have wet rooms, hoists, electric beds, and an adaptive kitchen. The second stage of the plan is to build a swimming pool with a moving floor. Right now, we’re just fundraising. Then, we will determine the actual location and whether to build our own space or renovate something. We need close to £1 million, so it’s a 5-6 year plan.

Acutely aware of how busy Luke must be, I thank him to end our brief chat at the 30-minute mark. I immediately connect my various social media outlets with Luke’s. Within minutes he has accepted my requests. I laugh to myself; for someone who hates publicity, he sure is good at it.

For more details, visit The Torbay Holiday Helpers Network website: http://www.thhn.co.uk/

Or Hotel de la Mer: http://www.hoteldelamer.co.uk/