AS A new distillery is preparing to welcome its summer visitors, much of its early success can be credited to the people behind the scenes.
Since brand home manager Tony Maclean stepped into the role for Luss Distillery in March 2025, he has been instrumental in shaping the visitor experience, helping the multi-million-pound attraction quickly establish itself as a standout destination on the banks of Loch Lomond.
Developed by Loch Lomond Group, the attraction received the top grade from the Association of Scottish Visitor Attractions (ASVA) just months after launching, and was described as ‘one of the most significant recent investments in Scotland’s whisky tourism sector’.
The site includes a working gin distillery, whisky and gin exhibition spaces, a tasting room, retail area and a café.
It also serves as a visitor hub for a number of brands, including Loch Lomond Whiskies, Glen Scotia, Littlemill and Ben Lomond Gin, which is produced on site.
The attraction is expected to draw up to one million visitors in 2026 and has created a number of jobs locally, including distillery staff, café workers and seasonal tour guides.
Behind the scenes, Tony is one of many faces playing a key role in building on the customer experience.
He told the Advertiser: "It comes down to attention to detail and the people delivering the guest experience every day.
"We are incredibly fortunate with the setting, but five-star service only happens when visitors receive a genuine, authentic welcome and feel looked after from the moment they arrive.
"I have a world class team here who take ownership and a real pride in creating that experience for guests from across the globe.
"We are focusing on building on awareness while maintaining the quality of experience that earned that rating in the first place. We’re also looking at seasonal tastings, events and collaborations that showcase the wider food, drink and culture of the area."
Although his career started out differently, serving in the British Army as a royal military police officer, he vows that his decade-long service has benefited him working in the hospitality sector.
"It might not seem it, but there are loads of parallels between my army and hospitality tourism careers," he continued.
"The army teaches you the importance of leading from the front, discipline and most importantly, looking after your team.
"Hospitality can be fast-paced and unpredictable, so the ability to stay calm under pressure and foster a strong team with a positive culture are hugely important. Ultimately, I believe at the heart of great visitor experiences is a well-led team who genuinely love what they do."
The doors to the world of whisky opened up for him in June 2023 when he took a job in Oban as the events and experience manager for Diageo.
Whilst there he implemented a transformational guest programme that secured a five-star VisitScotland rating.
He added: "It was a dream to play a small part in its 200-year distilling history.
"My time there taught me a huge amount about creating premium visitor experiences and understanding the modern Scottish tourism landscape.
"At Luss Distillery, we’ve had the opportunity to build something from the ground up, taking the lessons learned at Oban while creating an experience that feels fresh, welcoming and closely connected to the local area."
However, a defining moment of his career was being able to watch First Minister John Swinney officially open the venue in February.
"It was a very proud moment", admits Tony.
"A huge amount of work went into bringing the project to life, not just from the distillery team but from contractors, local partners and everyone involved behind the scenes.
"It felt like a real milestone and seeing how well received the site was by those visiting made it even more rewarding."
Despite his impressive career, Tony is clearly driven by the people and their experience of the distillery.
He said: "A visit to Luss Distillery goes far beyond whisky and gin. Visitors can expect genuine, warm Scottish hospitality, a stunning setting on the banks of Loch Lomond and an experience suited to them, whether they are a lifelong whisky enthusiast or a budding gin explorer. "
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