Issuu

ISSUE 5 2026

Harness your

emotions Why emotional intelligence is vital in the leadership of Irish hotels

Small but

MIGHTY BROOKS HOTEL has been accepted into Small Luxury Hotels of the World

UNLOCKING

FÁILTE IRELAND

– driving tourism growth in Ireland

POTENTIAL

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ORSO’S DEE MUNNELLY on championing workplace culture

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Go to hotelandcatering review.ie for the online edition

Contents ISSUE 5 2026

IN THIS ISSUE

12 14

NEWS

Brooks Hotel has been accepted into Small Luxury Hotels of the World

TALKING TO

Niall Dunne & Philip Kelly at Newpark Hotel are getting ready for spooky season

INTERVIEW

“This strategy reflects a clear focus on where Fáilte Ireland can make the greatest impact over the coming years. By concentrating our efforts on the areas that will drive the strongest outcomes for businesses, communities and destinations, we can support a more balanced, resilient and successful tourism sector.” Ruth Andrews, Chairperson, Fáilte Ireland

REGULARS

NEWS

The ORSO owner on striking out and setting standards in workplace culture

24 26 28

NEW OPENINGS

At Sally Mac’s, Richie Wilson is putting the spotlight on the humble Irish spud

OPINION

In a sector built on human interaction, modern hotel leadership needs emotional intelligence

HOW I SEE IT

The GM of Ballymaloe Foods on why she relishes her food service customers

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CATERING REVIEW

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Editor: Denise Maguire Creative Director: Jane Matthews Art Director: Lenny Rooney

Editor’s View Welcome to issue 5 of Hotel & Catering Review 2026

Stock Photography: iStock Infographics: www.flaticon.com Production: Claire Kiernan Sales Director: Trish Murphy Managing Director: Gerry Tynan Chairman: Diarmaid Lennon

Published by: Ashville Media, Unit 55 Park West Road, Park West Industrial Estate, Dublin 12, D12 X9F9. Tel: (01) 432 2200 ISSN: 0332-4400 All rights reserved. Every care has been taken to ensure that the information contained in this magazine is accurate. The publishers cannot, however, accept responsibility for errors or omissions. Reproduction by any means in whole or in part without the permission of the publisher is prohibited. © Ashville Media Group 2026. All discounts, promotions and competitions contained in this magazine are run independently of Hotel & Catering Review. The promoter/ advertiser is responsible for honouring the prize.

Editor: Denise Maguire Email: denise.maguire@ashvillemediagroup.com

Fáilte Ireland launched its new Corporate Strategy recently, setting out its ambition to work with industry, government and communities to unlock the full economic potential of tourism in Ireland. A major element of the new strategy is around supporting tourism businesses to grow. Targeted business workshops will be rolled out, along with guidance on greater adoption of digital technologies and AI. A new culinary tourism strategy is also in the works, which aims to position Ireland’s food and drink offering as a key tourism motivator, along with a new Outdoor Ireland programme, focused on boosting cycling, walking and water-based activities across the country. The aim, says Fáilte Ireland, is to equip businesses with the tools they need to improve productivity, drive demand and improve booking conversion. For more on the new strategy, turn to page 16. Elsewhere in this issue, we chat with Niall Dunne and Philip Kelly at Newpark Hotel Kilkenny about their new Halloween offering in Jurassic Newpark. “The Witching Hour” will see the park open after dark for the first time. Visitors, both young and old, will be put to the test as they make their way past giant spiders, scary skeletons and Kilkenny witches. We also catch up with Richie Wilson, Culinary Director at FIRE Steakhouse & Bar, SOLE Seafood & Grill and the newly-opened Sally Mac’s on Dublin’s Baggot Street. At the new pub, the focus is on the humble Irish potato, with the Dublin Bay Spud and Steak Spud taking the spotlight. On page 12 Doiran Kavanagh, General Manager at Brooks Hotel, chats about the property’s acceptance into the Small Luxury Hotels of the World portfolio. It’s a recognition, he says, that reflects the investment that has been made by MHL in recent years. Finally, on page 20 Dee Munnelly at ORSO talks about being named the Best Irish Food & Drink Employer at the 2026 Fáilte Ireland Employer Excellence Awards and the importance of setting standards in workplace culture. As always, there’s plenty to enjoy in this issue. If you have any thoughts or opinions on this month’s content, please do drop us a line.

Denise Maguire www.hotelandcateringreview.ie | info@hotelandcateringreview.ie @HC_Review | facebook.com/hotelandcateringreview

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News

Your industry round-up...

GLOVERS ALLEY BY ADAM NEVIN Glovers Alley by Adam Nevin officially opened its doors for dinner service on September 9th. The Kildare native has worked in hospitality from a young age, starting as a kitchen porter at 15. After stints at Ballymaloe Cookery School and The Shelbourne, Adam moved to the UK in 2017, first working under Alyn Williams at The Westbury in London, then joining Tom Kerridge’s team at the twoMichelin starred pub, The Hand and Flowers. Adam joined The Grill at The Dorchester in 2019 and was promoted to Head Chef in November 2022. He moved home to Maynooth in 2023 to take up the role of Head Chef in The Morrison Room at Carton House, where the restaurant won its first Michelin star under his leadership in February 2025. Joining Adam at Glovers Alley is General Manager Dylan Shannon (formerly of Terre) and Sous Chef Jamie Belmont. “I can’t wait to get the doors open and welcome our first guests this September. I’m really happy with where we are with the food and I’m excited for people to come and feel at home, to enjoy our menus, the atmosphere, the service and the playlist. We’re all about evolving, so there’ll be something new for guests to experience each time they visit, as we explore and respond to the seasons,” said Nevin.

APPOINTMENT Radisson Blu Hotel Cork has announced the appointment of Robin Van Ieperen as General Manager. Originally from the Netherlands, Van Ieperen joins the property with over a decade of international hospitality experience across global brands including Marriott International and Sheraton Hotels & Resorts. His appointment comes at a pivotal time for Radisson Blu Hotel Cork, following a multi-million-euro investment programme totalling €1.7 million since 2022. “I am delighted to join Radisson Blu Hotel Cork at such an important moment in its journey. The scale of investment in the hotel, particularly across the conference and event oﬀering, presents a signiﬁcant opportunity,” he said.

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NEW LOOK AT LEONARDO HOTEL DUBLIN CHRISTCHURCH Leonardo Hotel Dublin Christchurch has completed a €7.6 million refurbishment programme. All 182 guest bedrooms, the reception and bar have been completely refurbished, the hotel's public areas have been updated and the restaurant has been refreshed. Air-conditioning has been installed in every bedroom, while a new design has been introduced across the property. Hotel Manager Kate Dowling said: “From our signature DREAM beds and luxurious rainfall showers to the addition of air conditioning in every bedroom and newly designed social spaces with wireless charging facilities, every element of the refurbishment has been carefully considered. We are excited to welcome guests to experience the transformation for themselves.”

NEW EVENING FOOD EXPERIENCE AT KILKENNY FOOD TOURS

Pictured (l to r): Shane Robinson, Sheila O’Riordan, Niamh Mahony, Croía McDermott. Image by Will Leech Photography

MACHA AT BELLINTER HOUSE HOTEL & SPA Over 110 guests enjoyed an evening of film, conversation and community at a special screening of MACHA at Bellinter House Hotel & Spa in August, hosted by Sheila O’Riordan, Founder and CEO of Irish hospitality group, Ardán Collective. MACHA is an Irish short film blending contemporary realism with ancient Irish mythology to explore the realities of living with endometriosis and a healthcare system that fails to listen. Written by and starring Niamh Mahony and directed by Shane Robinson, it premiered at the Galway Film Fleadh in July 2026. It follows Ana (Niamh Mahony), a woman left searching for answers after undergoing surgery for endometriosis, only to find her pain dismissed by the healthcare system. Bellinter House Hotel & Spa was a key filming location, as were other Ardán Collective properties including Marine Hotel Sutton and Ballagh House in Navan.

This September, Kilkenny Food Tours is inviting locals and visitors to eat, drink and spend time together in the city with the launch of a new three-hour evening food tour. The evening begins with local delicacies and a drink before guests take a guided walk through the city, hearing stories of Kilkenny's food and gastronomic heritage. The group then moves on to a cosy local venue for a main course made with fresh, seasonal ingredients sourced from local producers. Dessert and a liqueur or artisanal coﬀee follow before the evening ﬁnishes in a traditional Irish pub, where guests are invited to enjoy a pint of stout or Irish whiskey and the atmosphere of a proper Kilkenny night out.

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News

SPOTLIGHT ON...

AI adoption in hospitality risks falling short without a strong guest data strategy. That’s according to hospitality tech solutions provider Ireckonu, who says that as hotels accelerate the adoption of AI, the real challenge is not the technology itself but the quality of the data powering it. According to CEO Jan Jaap van Roon, hospitality is largely operating with guest information that’s fragmented across multiple systems and platforms. This fragmentation prevents hotels from building a single, reliable digital profile of each guest, which is a requisite for successful AI implementation. Van Roon believes the root of the problem lies in technology architectures that were originally designed to manage rooms and reservations rather than guests. "For decades, the PMS has been the operational backbone of hotels, connecting an ever-growing ecosystem of technology platforms. But most PMS architectures were never designed to understand guests. They were built to manage inventory and room nights.” Implementing AI on top of disconnected systems can worsen existing problems, such as duplicate guest profiles, inconsistent records and the inability to recognise loyal customers. At best, these limitations prevent any AI-driven technology from delivering its full potential and at worst, can actively damage guest experience and brand reputation. “When systems aren't connected, the true value of a guest becomes distorted. A regular visitor may be treated as a first-time customer, while a loyal guest receives generic communications. Without a unified guest profile, personalisation simply isn't possible,” he said. According to Hanna Schiller, VP of Sales at Ireckonu, many hotel groups are investing in increasingly sophisticated AI solutions, while still relying on fragmented guest histories and disconnected systems that fail to provide a consistent view of the guest. “The challenge isn't the technology, it's the data infrastructure supporting it." Ireckonu believes that preparing for the AI era requires a fundamental change in how hotels manage data. The organisations making the greatest progress are those that understand that data is a strategic business asset.

HOTEL

LANDSCAPE AT PARK HOTEL KENMARE Landscape – a 900m₂ spa and wellness destination – has opened at Park Hotel Kenmare. The hotel says the new space is built on a simple belief – that our relationships to the land, to water, to nature, to ourselves and to one another, are what determine how well we live. At the heart of Landscape is the Stone Bath, an outdoor warm mineral bath, open year-round to the elements and the Kerry sky, centred around a single great stone from the nearby Dromgarriff Rainforest. It's the centrepiece of a spa that includes five treatment rooms, a cold plunge, steam room, sauna, lap pool, fitness centre and pilates and yoga studio. Alongside the Spa sit six new Landscape suites, a contrast to the original hotel bedrooms and suites that have also been renovated.

CHIPEEN HEADS TO NEW YORK Fresh from a four-monthlong pop-up at the Guinness Storehouse, Chipeen headed stateside in August to take part in Mór Fest which took place in Tara Mór near Madison Square Garden for ﬁve days. The event featured a line-up of Irish guests, entertainment, comedy, sport, culture and food, with Chipeen serving every day. The team brought key Irish ingredients with them including Harry’s Nutbutter and Dummond House garlic, used to make Chipeen’s signature Garlic and Satay Curry sauces. Bringing Irish potatoes over proved a little tricky, so American potatoes were hand-cut fresh on site using the same cooking process used in Galway.

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News

€55M TRANSFORMATION AT DROMOLAND CASTLE This November, Dromoland Castle is set to commence the largest redevelopment in its 63 years as a luxury hotel. The property’s €55 million transformation will span accommodation, public spaces, wellness, culinary concepts and cultural programming. New dining concepts will be led by the resort’s newly appointed Executive Chef, Kevin Fleming, while a 3,200 sq ft glass-enclosed atrium will be at the heart of the renovation. Other additions include a new Grill restaurant, two glass-fronted saunas, Irish language lessons, embroidery workshops, art classes, gun dog demonstrations and additional rooms and suites. The third Walled Garden will also be brought back into use through a new Dromoland Farm concept, growing produce for the estate’s kitchens. Dromoland’s Earl of Thomond restaurant will also return to an era of ﬁne dining, with refurbished surroundings setting the stage for a renewed programme of tableside experiences.

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CATERING REVIEW

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News

GALGORM IN BLOOM Residents in Ballymena will have noticed a transformation of the Galgorm roundabout and surrounding area in recent weeks, the result of a £150,000 investment by local hospitality group Galgorm Collection. The two-year project began in 2025, with £100,000 spent restoring the roundabout's structure, including its stone wall and tree planting. A further £50,000 was committed this year to plant 865 roses, 800 box hedges and 50 multi-stemmed silver birches, which will be underplanted with daﬀodils later in the year. The project was led by Stephen Mackle, Head of Grounds at Galgorm Resort.

Pictured are some of the Galgorm Estates team, Head of Grounds Stephen Mackle along with Jack L and Chris Millar

SILVER LEGACY AT THE COLLEGE GREEN This September, The College Green Hotel Dublin is celebrating 25 years of hospitality. To mark the occasion, the hotel has unveiled A Silver Legacy, a new guest experience created in partnership with Irish silversmiths Silverworks. Created for the hotel's silver anniversary year, “A Silver Legacy” is an immersive experience where guests gain exclusive behind-the-scenes access to a world of master craftsmanship. It includes luxury accommodation at the hotel, champagne on arrival, a curated guide to Hidden Dublin and exclusive private access to the Silverworks Atelier.

APPOINTMENT One of the longest-serving team members at Ashford Castle has been appointed Head Sommelier. Mayo native Nicholas Heneghan has worked at the hotel for 28 years, starting oﬀ his career at Ashford in food and beverage service while also working across room and lounge service. Twenty-two years ago he moved to the Sommelier team and for more than 11 years, he served as Assistant Head Sommelier before taking on the role of Head Sommelier. Nicholas led the move to the estate's new wine cellars in 2015, where he curated and organised the collection. Since then he has overseen the management, purchasing and stocking of the cellar, ensuring an outstanding selection of more than 600 wines for guests.

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Experience time made richer at The Killarney Park with our Ultimate Overnighter. Begin your evening with a glass of champagne, then savour a menu

curated to leave you feeling rested, restored, and truly renewed. – from €240 per person sharing –

Town Centre, Killarney, Co. Kerry, Ireland, V93 CF30. T. +353 64 663 5555

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News

Drinks Cart

The latest releases, news and all things drinks-related

SMOKY SPIRIT In August, the Ardara Distillery released the 2026 Edition of Ardara Single Malt Irish Whiskey – the second release of the heavily peated Donegal single malt. Founder James Doherty said: “We’re delighted with the way the whiskey has performed internationally and we’re just about to ship Ardara to the USA, showing there’s an appetite for this style of Irish whiskey beyond Donegal.” www.ardaradistillery.com

John Byrne, LVA Chair and owner of The Burnaby, Greystones

HARVEST MOON Approximately 400 publicans attended the LVA Harvest Moon BBQ which took place at LVA Headquarters. Nathan Carter was on hand to entertain the crowd while guests enjoyed burgers and ribs courtesy of Musgrave MarketPlace. The night was also made possible thanks to Britvic, Bulmers, The Coca-Cola Company, Dalcassian Wines & Spirits, Diageo, Dingle Distillery, Edward Dillon, Heineken, Irish Distillers and Richmond. www.lva.ie

COOK, SIP AND SAVOUR

ALL THAT JAZZ Ireland’s biggest city-based music festival is returning to Cork this October Bank Holiday Weekend. This year’s Guinness Cork Jazz Festival will see more than 500 musicians performing across 100 events in nearly 80 venues. Berlioz, Yussef Dayes, Masters At Work, Annie Mac, Boney M featuring Maizie Williams, KOKOROKO and Toshín are all set to take to the stage over the weekend. www.guinnesscorkjazz.com

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Oisin Davis’ second book is due to hit bookshelves in October. “The Irish Whiskey Cookbook: 50 Recipes to Cook, Sip and Savour” is the perfect way to sample Ireland’s rich culinary culture. All recipes have been composed to allow the purest styles of Irish whiskey to shine, so that every dish comes alive with each bite. www.ninebeanrowsbooks.com

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Partner Profile

GET DIRECT Bookassist on why hotel gift vouchers are the most overlooked direct channel

sk a hotelier how they plan to grow direct bookings and you will hear about the booking engine, metasearch and reducing OTA commission. Rarely do you hear about gift vouchers. In our view, that is the biggest blind spot in most direct-booking strategies. A voucher sale is the purest direct transaction a hotel can make. The buyer comes to your website, pays in full and in advance, and no third party takes a cut. And because the buyer is usually not the guest, every sale introduces your hotel to someone new. The problem is ownership. Who owns vouchers in your hotel? Vouchers sit with reception as an admin task and nobody in revenue or marketing usually owns the number. Our position – vouchers should be run as a revenue channel, with a target, a campaign calendar, a monthly report and a champion.

How much revenue do hotel gift vouchers generate? Gift vouchers generate more than most GMs assume. Hotels running Bookassist Vouchers typically see 5% to 10% of total booking value come through the channel. The gift voucher market is growing at 1215% a year and wellness vouchers are up more than 23% in two years as consumers shift from giving objects to giving time. Cash also arrives months before the stay, which matters in a thin January.

The breakage trap Around 15% of vouchers are never redeemed and that revenue goes straight to the bottom line. It is tempting to treat this as the whole point, but it’s not. A redeemed voucher delivers two contacts, purchaser and recipient, who both chose your hotel by name, and in our experience the recipient is far more likely to return than an OTA guest. Breakage is a bonus, but redemption is where the loyalty sits, so make it easy rather than hoping people forget.

Bookassist Vouchers is a branded mobile-ﬁrst revenue engine personalised for your hotel, covering monetary, package, seasonal and oﬄine vouchers, with redemption and reporting built in

Why most hotels under-sell gift vouchers Mobile – Voucher purchases are impulse and last-minute. If the online shop does not convert on a mobile phone, the sale is usually lost. Range – Monetary vouchers alone leave money on the table. Stays, afternoon tea, spa, dining and seasonal packages raise average order value. Promotion – The gifting window is short. Email to past guests, paid social and a homepage entry point beat waiting for organic traﬃc; Bookassist’s Non-room Revenue Campaigns exist for this. Operations – Redemption at reception, in the restaurant and online must be seamless, with clean reporting on sold, redeemed and expired value.

tax-free small-beneﬁt rules make them a natural corporate gift. Your voucher shop deserves the same planning as the Christmas party calendar.

Getting hotel gift vouchers right

The Irish opportunity

Bookassist Vouchers is a branded mobile-ﬁrst revenue engine personalised for your hotel, covering monetary, package, seasonal and oﬄine vouchers, with redemption and reporting built in. Hotels moving to the platform have increased voucher sales by up to 25%. Camden Court Hotel Dublin grew annual voucher revenue by 23% in 2024 after switching. Vouchers will not replace room revenue. But an OTA-free direct channel that pays in advance and brings new guests through the door surely belongs in every 2027 direct-booking plan.

Ireland is a strong voucher market. Vouchers must by law stay valid for ﬁve years, which reassures buyers, and

Get more direct. Learn more about Bookassist Vouchers or book a demo.

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News

Small but Brooks Hotel has been accepted into Small Luxury Hotels of the World

MIGHTY S mall Luxury Hotels of the World (SLH), an exclusive global community of independently minded luxury hotels spanning more than 90 countries, has welcomed Brooks Hotel into its collection. As part of the SLH portfolio, Brooks Hotel joins a curated collection of independent hotels recognised for their high standards of service, individuality and strong sense of place. Brooks Hotel, a member of the MHL Hotel Collection, joins its sister property, Glenlo Abbey Hotel & Estate, which became part of Small Luxury Hotels of the World in 2023. This relationship with SLH will provide Brooks Hotel with access to SLH’s global distribution platform. Through the aﬃliation, the hotel says it will beneﬁt from increased visibility across key international markets while maintaining its independent

HOTEL

identity and character. Furthermore, as part of SLH, Brooks Hotel will now be bookable by Hilton Honours members. Commenting on the news, General Manager Doiran Kavanagh said: “We are delighted that Brooks Hotel has been accepted into Small Luxury Hotels of the World. This recognition reflects the significant investment made in Brooks Hotel by MHL Hotel Collection and its continued commitment to the property’s future. “The acceptance process for SLH is highly selective, so joining this prestigious network is a significant achievement for our entire team and one we are incredibly proud of. We look forward to welcoming SLH guests and delivering the personalised service and attention to detail that defines the Brooks Hotel experience.”

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AN EVENING WITH

ANTINORI 5 COURSES | 5 WINES | €140

An Antinori sparkling wine and canapé arrival reception launches an evening of discovery, featuring five exceptional Antinori wines, each thoughtfully paired with a bespoke five-course menu created by The Peregrine culinary team.

NOVEMBER 20TH 2026

E FOR TI R C HE

RE FOR TIC HE

TS | SCAN E K

TS | SCAN KE

killarneyparkhotel.ie | (064) 663 5555 | Town Centre, Killarney, Kerry, V93 CF30 Killareny Park Hotel Ad 2 _Hotel & Catering Issue 5 Sep:Oct 2026.indd 1

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Interview

Newpark Hotel Kilkenny’s joint GM and Marketing Manager are getting ready for spooky season with a new offering

Newpark Kilkenny was named Ireland’s Family Friendly Hotel at the 2025 Gold Medal Hotel Awards

Talking to...

Niall Dunne & Philip Kelly CAN YOU TELL ME ABOUT THE NEW HALLOWEEN OFFERING AT JURASSIC NEWPARK? PHILIP: It’s called The Witching Hour and it’s part of our annual Jurassic Haunt Halloween event. For the first time, we’ll be opening after dark on the 30th and 31st of October. Visitors will be able to test their courage in the scare room, visit the Jurassic Graveyard and make their way past giant arachnids in the Spider Tunnel, all while encountering a coven of Kilkenny witches along the way! NIALL: We’ve also introduced the Dino Den Theatre, where visitors will learn about the 700-year-old legend of Alice Kyteler, a Kilkenny woman who was accused of witchcraft. Alice will be part of our live shows along with her maid, Petronilla, who will be burned at the stake! We’ll also have rides including the Pterosaur Mountain and the Lost Valley Cyclone. The Jurassic Halloween Express will carry families through the park filled with shadows, strange sounds and prehistoric surprises. The idea is that it’s spooky rather than scary. Ireland is the home of Halloween so we’re leaning into that. JURASSIC NEWPARK IS CONSTANTLY CHANGING TO OFFER VISITORS SOMETHING NEW. HOW DIFFICULT IS IT TO KEEP IT FRESH? NIALL: It’s actually not difficult. I think that’s what drives me. When visitors return next year, I want them to see that we’ve changed it up again so they have a completely different experience.

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We’re only four years in but each year, we’ve doubled the size of our activities. Our aim is to continue doing that for the foreseeable future. Obviously it involves investment, but we’re happy to do that. Rather than just oﬀering guests a small playground at the back of the hotel, we want to create one of the best playgrounds/ theme parks in Ireland. WILL “THE WITCHING HOUR” BE OPEN TO THE PUBLIC AS WELL AS GUESTS? NIALL: It will. With the park, we’re trying to ﬁnd a nice mix between residents and the public. When it’s closed to the public, guests will have key cards giving them access. You might go down on a quiet Wednesday evening and residents will have the whole park to themselves, which they really appreciate. ARE PLANS IN PLACE TO TRANSFORM THE PARK FOR CHRISTMAS? PHILIP: Yes, those plans are also in full swing. From the 21st of November to the 23rd of December, the park will become Newpark Christmas. It’s always an extremely popular event, even though it’s an outdoor attraction in winter. We advise people to dress warmly and they’re happy to participate. A while back, we made a conscious decision not to have any public Wi-Fi in the park. We encourage Mammy and Daddy to take part in all the activities. It’s all good, clean, wholesome fun.

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HOW IS BUSINESS AT NEWPARK? PHILIP: It’s good. Every year once the school holidays end, there’s a little bit of a drop-off but over the years, we’ve adapted to that. The Ploughing is on next week so we’re about to get very busy again. The corporate season is back in full swing and we’re also a busy wedding hotel. Later this month, we’ll be holding our Wedding Showcase and we’re celebrating 60 years in business this year, so there’ll be plenty of celebrations. We’re constantly trying to reinvent ourselves – our hotel wears many hats. ARE THERE ANY CAPEX PLANS IN THE WORKS? NIALL: Yes, we have a few plans in place. In January, we’ll have a new addition in the park – a 12m high dinosaur slide. We’re also thinking about dinosaur-themed crazy golf and an archery course around our medieval castle area. On the weddings side, we’re hoping to extend our offering with a new atrium next year. The aim is to give wedding guests a more exclusive feel. We’re also going to extend our ballroom garden to accommodate outdoor wedding ceremonies. PHILIP: The most recent CSO figures show that approximately 42% of weddings in Kilkenny are now civil ceremonies, versus 26% of church ceremonies. It’s so important to have that space for civil ceremonies and try and get ahead of the competition. It’s not just competition in Kilkenny, it’s competition in Carlow, Laois and even as far as Monaghan. People don’t mind travelling for weddings anymore. We have invested heavily in that side of the business; brides can avail of our wedding preparation suite with LED-lit mirrors, comfortable seating and lots of space for hair and makeup.

HAVE GUEST EXPECTATIONS CHANGED? NIALL: They absolutely have. When I started here 20 years ago, the most dramatic change was the introduction of chair covers. Today, everything has changed, whether it’s the quality of the experience we oﬀer or our expansive facilities. Weddings, for example, are much more experiential now. We’ll have content creators at our upcoming Wedding Showcase – that wouldn’t have happened 10 years ago. One of our weddings recently had a hypnotist, singing waiters and a magician. Couples want an experience, for them and for their guests, and that’s what we can provide.

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Cover Story

Unlocking the

With its new Corporate Strategy, Fáilte Ireland has set out its intention to drive tourism growth in Ireland and equip hospitality businesses with the tools they need to be more competitive

Fáilte

Ireland's new Corporate Strategy 20262029, which was launched recently by Minister for Enterprise, Tourism and Employment, Peter Burke TD, sets out a number of clear objectives – to support strong tourism performance for Ireland through sustainable growth, to provide for greater regional and seasonal balance and to develop a more competitive and resilient tourism sector.

Pictured (l to r): Peter Burke, Minister for Enterprise, Tourism and Employment; Ruth Andrews, Chairperson, Fáilte Ireland

HOTEL

of Delivering ambitions set out in A New Era for Irish Tourism, the Government's national tourism policy, the strategy outlines how Fáilte Ireland will work with industry, government and communities to unlock the full economic potential of tourism. Through strategic investment, domestic demand generation, destination development and business capability supports, the strategy will help tourism businesses grow revenue, improve productivity, create employment and generate greater economic value for communities across Ireland. A central focus of the strategy is improving the competitiveness, productivity and resilience of tourism businesses. Through enhanced enterprise supports, skills development, access to data and insights and expanded digital and AI programmes, Fáilte Ireland will help businesses improve performance, increase visibility, convert more demand into bookings and build sustainable long-term growth. The strategy also introduces a more agile, evidence-based and economically focused approach to tourism investment. Investment will be targeted where it can deliver the greatest economic impact, strengthen destination competitiveness, support regional growth and extend the tourism season. Alongside long-term destination development, opportunities to refresh and enhance existing tourism assets will help deliver measurable economic beneﬁts in the short, medium and long term.

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Cover Sory

Recognising the significant opportunity for Ireland to strengthen its tourism offering, the strategy includes the development of a new Culinary Tourism Strategy and the introduction of an Outdoor Ireland programme. These initiatives will build on Ireland's strengths in food, drink and outdoor experiences, creating compelling reasons to travel, encouraging longer stays and increasing visitor dispersal across destinations throughout the country. Commenting on the strategy, Fáilte Ireland Chairperson, Ruth Andrews said: "This strategy reflects a clear focus on where Fáilte Ireland can make the greatest impact over the coming years. By concentrating our efforts on the areas that will drive the strongest outcomes for businesses, communities and destinations, we can support a more balanced, resilient and successful tourism sector. “The strategy also recognises the importance of partnership. Achieving these ambitions will require collaboration across government, industry, local authorities and communities and I look forward to working with our stakeholders to support delivery of this important programme of work."

CAROLINE BOCQUEL CHIEF EXECUTIVE FÁILTE IRELAND “The success of Irish tourism depends on the success of our tourism businesses. That’s why this strategy places a strong emphasis on strengthening business performance through practical supports, better data and insights and greater adoption of digital and AI technologies, as well as enhanced skills for future resilience. Our ambition is to help businesses become more productive, improve proﬁtability, convert more demand into bookings and position themselves for sustainable growth in the years ahead.”

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Cover Story

BUSINESS CAPABILITY SUPPORTS Supporting tourism businesses to grow and strengthen performance is at the heart of the strategy. Through targeted business capability workshops, programmes and training, alongside practical business supports, tools, enhanced industry insights and guidance on greater adoption of digital technologies and AI, Fáilte Ireland aims to equip business operators with the tools needed to improve productivity, drive demand, improve booking conversion and increase the overall value generated from visitors. The focus is on creating stronger, more sustainable businesses with enhanced skills that are well positioned for future development and growth.

CORPORATE STRATEGY 2026-2029 – KEY INITIATIVES » Driving stronger domestic tourism demand to support the national target of 7% annual domestic tourism revenue growth, increase oﬀ-peak travel and accelerate growth in less mature destinations

Pictured at the Failte Ireland Corporate Strategy 2026 launch were Daniel McLoughlin and Donagh Davern, Fáilte Ireland board members; Caroline Bocquel, CEO, Fáilte Ireland; Matt O’Connor, President, IHF; Anne O’Donoghue, Irish Heritage Trust. Picture by Shane O’Neill, Coalesce

» Developing a new Culinary Tourism Strategy to position Ireland’s food and drink oﬀering as a key tourism motivator, enhance visitor experiences and increase local economic impact » Delivering a new Outdoor Ireland programme focused on strengthening visitor experiences across walking, cycling and water-based activities while supporting local businesses, accommodation providers and food experiences » Introducing a new investment approach focused on economic impact, destination competitiveness, regional growth and return on investment across tourism destinations and experiences » Expanding digital and AI adoption programmes to improve productivity, eﬃciency, discoverability, bookability and commercial performance across the tourism sector

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A central focus of the strategy is improving the competitiveness, productivity and resilience of tourism businesses

» Refreshing enterprise supports through a more tailored, diagnostic-led approach that helps businesses improve revenue, proﬁtability, productivity and resilience » Establishing a tourism data and economic insights service to support evidence-based decision-making and identify new growth opportunities » Strengthening festivals, events, attractions and visitor experiences that drive visitor spend, generate economic impact and extend the tourism season

Pictured at the Failte Ireland Corporate Strategy 2026 launch were Nessa Moran, South Dublin County Council; Rosalind O’Sullivan, AirBnB; Ruth Andrews, Fáilte Ireland Chairperson; Steven Cotter, CIE Tours. Picture by Shane O’Neill, Coalesce

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Cover Story

Over to you...

STAKEHOLDERS GIVE THEIR TAKE ON THE NEW FÁILTE IRELAND CORPORATE STRATEGY ALICE MANSERAGH Chief Executive, Tourism Ireland

ALVA PEARSON DOWNEY CEO, Irish Tour Operator Association

“Tourism Ireland promotes the island of Ireland overseas and welcomes Fáilte Ireland’s ambitious strategy. The focus on outdoor, marine and culinary tourism, as well as a stronger regional and seasonal spread of visitors, will help sustain and grow Ireland’s largest indigenous industry. We look forward to working in partnership as we win overseas visitors and visitor spend to the island.”

“The ITOA congratulates Caroline Bocquel and the team at Fáilte Ireland on the launch of their new strategy and welcomes the opportunity to continue working in partnership to support its delivery. Aligned with the ambitions of the National Tourism Policy, the strategy provides a clear roadmap for investment and development, underpinned by strong economic intelligence, that will strengthen Ireland’s tourism oﬀering, enhance competitiveness and resilience and maximise economic beneﬁts for destinations and communities across the country. As ITOA members deliver more than 63% of the economic value of their visitors into regional Ireland, we particularly welcome the supports that will help industry continue to grow while protecting the natural and cultural assets that make Ireland such a compelling destination.”

PAUL GALLAGHER CEO, Irish Hotel Federation

“We welcome Fáilte Ireland’s new tourism strategy. It gives a clear sense of direction for the next three years, recognising the enormous potential for further growth and development in line with the Government’s A New Era for Irish Tourism policy. In particular, we welcome the strong commitment to ensuring the right conditions are created to enhance competitiveness, deliver greater regional balance and promote tourism development outside the summer months. “Hotels and guesthouses account for approximately 70% of Ireland’s tourism accommodation bedspaces and have a critical role to play in supporting further growth and drawing visitors into rural and regional areas. This is a key focus of the new strategy. We look forward to working closely with Fáilte Ireland to help deliver the targets set out and ensure our industry lives up to its full potential as a major engine of economic growth and prosperity.”

CATHERINE FLANAGAN CEO, Association of Visitor Experiences and Attractions “I warmly welcome the publication of Fáilte Ireland’s new tourism strategy. Its arrival is timely given the pace of change on the horizon for Irish tourism. Visitor attractions particularly look forward to partnering with Fáilte Ireland on tourism data and statistics, helping to ensure that decisions across the sector are grounded in robust evidence and drive real, results-focused outcomes.”

BRENDAN KENNY CEO, Ireland’s Association for Adventure Tourism

EOGHAN O’MARA WALSH CEO, Irish Tourism Industry Confederation “The new corporate strategy from Fáilte Ireland aligns well with a number of tourism industry priorities and it is to be welcomed. The focus on competitiveness, food tourism and growing capacity are all important and will allow the sector to grow sustainably in future years.”

“Ireland’s Association for Adventure Tourism (IAAT) congratulates Fáilte Ireland on the launch of their new strategy and we’re delighted to see the ‘Outdoor Ireland’ programme feature so prominently. This programme is further recognition of the importance of outdoor tourism to the wider industry, with incredible potential for sustainable growth across the country. We now look forward to working with Fáilte Ireland in supporting the delivery of this exciting programme for our members.”

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Interview I’ve been in this industry full-time since ﬁnishing college and it just feels right. Now, I want to show others that it can be the right choice for them too

HOTEL

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Interview

Dee Munnelly The ORSO owner on setting standards in workplace culture

EE MUNNELLY’S make or break moment came during a busy shift several years ago. “I remember I was serving a customer who began by telling me how amazing I was at my job but then asked, ‘but you’re still waitressing at your age?’ I was probably in my late 20s or early 30s, a couple of kids at home and a mortgage to pay. Up until then I had been happy enough, but that mean comment shifted something in me.” Mean it certainly was, but it ignited an entrepreneurial spirit that challenged Dee to strive for something more ambitious. “At the time I was working at Market Lane and knew the owners Judy and Conrad Howard – I had met Judy back in Dublin when we both worked at Luigi Malone’s. We were having dinner one night and throwing around ideas. Ottolenghi was a big inspiration for us at the time and I remember someone saying, what if we opened a restaurant inspired by him? There was nothing like that in Cork back then.” That was how the idea for ORSO first took root. That idea grew and developed and in 2012 ORSO opened, with Dee at the helm. A flavourforward restaurant in the heart of Cork city, with fresh herbs and bold spices taking centre stage, it found its feet pretty quickly. “It was tough, but that toughness was somewhat softened as I’d been working in restaurants all my adult life. The hard part was getting to grips with a whole new world of business. All of a sudden, I was the person who was ultimately responsible for everything.” ORSO is part of the Market Lane Group, which also includes Elbow Lane Smokehouse & Brewery, Market Lane Restaurant, Goldie and the Castle Café, Blackrock. For Dee, the support she needed to effectively run a new business was there from the start. “Career development and progression is really the ethos of the group. I got the help I needed to develop as a business owner and take the reins. For staff, there’s room to manoeuvre – they know that if an opening comes up in one of our other restaurants and they’re ready, there’s an opportunity to move. Our apprenticeship programme is also great; a staff member can start out as a kitchen porter

Career development and progression is the ethos of the group. I got the help I needed to develop as a business owner and take the reins

and progress to chef.” Transparency is important at Market Lane Group. “When I was working in restaurants as a waitress, the manager or owner would never talk to you about the ins and outs of running a business. We do things differently.” At ORSO, staff members are regularly invited to participate in sessions where monthly accounts are on the table. “When we’re looking at a bill and they realise what the restaurant is actually left with, once tax and labour etc is taken out, they’re shocked! But it’s a great way of helping them understand what it takes to run a restaurant and how tight margins actually are.” Business is good at ORSO but, as Dee says, margins are tight and rising costs are stretching those margins to breaking point. While positive for staff, government initiatives such as autoenrolment and minimum wage increases must be absorbed. “We can’t keep passing the cost onto the customer. If we do, we won’t have any left. It’s a tricky one – you’re trying to do right by your customers but you’re also trying to run a business and do right by your staff. It’s a balancing act and it’s getting harder all the time.”

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Interview

For the second year in a row, ORSO took home the award for Best Irish Food & Drink Employer at the 2026 Fáilte Ireland Employer Excellence Awards. It was a major coup for the tiny Cork restaurant, underlining its commitment to its employees and their career progression. “We’re so proud to win that award for the second time. The first time we won it I remember thinking, how do they even know about us? We were up against well-known hotels and tourism attractions which made it all the sweeter.” Dee partially attributes the win to the group’s work to become ‘Great Place to Work’ certified. The process gave owners and management a chance to view the business through an employee’s eyes. “That’s not something you stop to do very often because we’re all so busy. Everyone was all in and for the most part, the feedback we got from staff was positive. At ORSO, we have 14 staff members and we all work closely together so there were no big surprises. One positive change we did implement was a more informal coffee and chat time with all staff members. It was something we were doing at a higher level through our mentoring programme but this was less structured. Just to go through small things that might otherwise go unnoticed. It has really helped to cement connections with staff and it’s something we’re still doing.” Hospitality is, says Dee, an exciting, rewarding industry to be part of. She believes that encouraging new entrants into the industry is part of her role. “I want to show people that hospitality can provide a good, secure career with so much potential and opportunity. It’s not an easy show but especially with groups like Market Lane, there’s huge scope for career progression.

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One postive change we implemented was a more informal coffee and chat time with all staff members. Just to go through small things that might otherwise go unnoticed We invest in our employees and provide the likes of wine training, cocktail training and mentorship programmes. It’s so important to show staff that progression is possible and that they’re not stuck – they don’t have to stay in the same role. They can move up and we facilitate that.” Dee never wakes up on a Monday morning with a sense of dread about going into work. “Never! My husband says that’s not normal but I think it’s great. I love my job. I know I’m in the right place and that I’m doing something good. I’ve been in this industry full-time since finishing college and it just feels right. Now, I want to show others that it can be the right choice for them too.”

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Partner Profile

Easy wins for SEAI is empowering Irish SMEs to cut energy costs and emissions

he Sustainable Energy Authority of Ireland (SEAI) is enabling the SME sector to tackle rising energy costs by empowering businesses through practical support and targeted grants. SEAI grants help small and medium sized businesses transition away from fossil fuels, while reducing costs through lower energy bills. SMEs switching to renewable energy not only experience financial benefits but environmental too, by cutting emissions which contribute to national climate goals. SEAI introduced a new, integrated suite of rapid approval grants, designed specifically with SMEs in mind. These financial supports for energy audits, insulation upgrades, heating and cooling upgrades, solar PV, among other upgrades, bring clarity and simplicity for SMEs to choose measures in any order that suit individual budgets, energy and building requirements. To date, thousands of businesses have benefitted from SEAI supports resulting in reduced bills and increased comfort for staff and customers. In addition to grants, SEAI provides a wide range of other supports to help businesses strengthen their energy performance and reduce operating costs. This includes the SEAI Energy Academy free, an online e-learning platform designed to empower businesses and their staff with the knowledge and tools to improve energy efficiency and cut energy related expenses. SEAI offers free Energy Management training to help SMEs implement effective energy plans, with a lively, interactive online workshop led by experienced advisors for owners, senior managers and facilities managers starting their energysaving journey. SEAI has launched its Easy Wins Campaign to help businesses get started on their energy saving journey with SEAI. This national campaign showcases real Irish businesses that have taken practical steps to reduce energy costs with the support of SEAI grants. By highlighting tangible upgrades, such as improved heating systems, insulation or process efficiencies, the campaign aims to demonstrate

SMEs Our Easy Wins Campaign aims to raise awareness of SEAI business supports and the positive impact targeted grants can have on reducing energy costs for SMEs across Ireland. These supports make SMEs more competitive, resilient and ultimately, contribute to our collective climate goals

Fergus Sharkey, Head of SEAI Business Supports the measurable benefits achieved and provides practical examples for other SMEs considering similar actions. “Our Easy Wins Campaign aims to raise awareness of SEAI business supports and the positive impact targeted grants can have on reducing energy costs for SMEs across Ireland. These supports make SMEs more competitive, resilient and ultimately, contribute to our collective climate goals,” says Fergus Sharkey, Head of Business Supports at SEAI. “Many SMEs are struggling to understand their energy and the grants landscape,” he adds. “That’s why SEAI is promoting accessible supports designed specifically for the SME sector – ones that prioritise financial savings alongside sustainability. We want to reassure the businesses that we are here to help them strengthen their operations and that becoming more sustainable can be achieved step by step, rather than feeling like a mammoth or overly complex task.” By simplifying access to supports and focusing on practical, high impact

John Ryan, Owner/Manager, Pembroke Hotel, Kilkenny, recipient of SEAI Business Supports measures, SEAI is helping Irish SMEs take confident steps towards a more energy efficient and sustainable future – one easy win at a time. Search SEAI EASY WINS to find out more or log onto www.seai.ie/easywins

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New Openings

I think these days, people know good food from bad and what represents value for money

Pictured (l to r): Richie Wilson, Culinary Director and Diego Rossi, Head Chef, Sally Mac’s

Richie WILSON

In Sally Mac’s, the Culinary Director is putting the spotlight on the humble Irish spud

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WHAT HAS INSPIRED YOUR MENU? Sally Mac’s on Baggot Street, formerly Larry Murphy’s, opened at the beginning of September and from the oﬀ, we wanted to draw on the history of the building in all areas, including the food. We want to bring through Irish layers in the food and nothing is more quintessentially Irish then the humble potato, which seems to be having somewhat of a revival at present. We’ve been working with the Keogh family to ﬁnd the perfect spud – no-one knows potatoes better than Thomas Keogh. Loaded baked potatoes form the centre of our menu with our play on dishes like coddle,

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New Openings

Baked Potatoes are incredible. Our Wings menu gives you four to choose from, but our Beef Wings are just outstanding, you really have to try them to understand how good they are. But then there’s our Smash Burger. We use Dexter Beef mince and just a little seasoning to keep our burgers juicy and beefy. Add the most amazing bacon jam and the lightest Brioche Bun and you have something truly luscious. DO CUSTOMERS NOW EXPECT MORE FROM A DINING EXPERIENCE? Yes, I think is the short answer, but isn’t that a good thing? Thankfully the days of limp ham sandwiches from bar kitchens are gone and our grilled cheese reﬂects that – it’s a ridiculously good sandwich. I think these days, people know good food from bad and what represents value for money. They’re not willing to hand over their hardearned money for mediocre food and that can only raise the bar for all of us in this industry. HAVE RISING FOOD COSTS HAD AN IMPACT ON THE DISHES YOU SERVE? Of course they have, but I don’t believe that’s a recent occurrence. There’s been enormous cost pressures piled on the industry for quite a few years now and it’s not just food cost. That alone has always been combated by innovation and coming up with new ways of using lesser cuts, like for instance our Beef Wings. It’s all the other costs that have put us under so much pressure, including fuel and wage costs.

bringing through Irish seafood with the Dublin Bay Spud and of course, our amazing Irish beef with our Steak Spud. We’ve continued this simple approach with desserts, bringing back the Banana Split and Porter Cake. HAS IT BEEN DIFFICULT TO FIND STAFF? We have the most amazing teams within our restaurants (FIRE Steakhouse & Bar and SOLE Seafood & Grill), with many ready to move up to the next level. For our more senior positions in the kitchen, we’ve drawn from SOLE but we have also started new commis chefs who we found through our work with SumGood from their KickStart Kitchen Chef training programme. Front of house, we’ve found some amazing bartenders, none more so than our General Manager, Kevin Mogg. WHAT’S YOUR FAVOURITE DISH ON THE MENU? It would be hard to pick just one. Our Loaded

WHERE DOES YOUR INTEREST IN FOOD COME FROM? My mother for sure, and from her mother too. Dining together was always extremely important in my family and when your mother is as talented as mine in the kitchen, it’s a lot easier to get everyone around the table at the same time! My grandmother too was great in the kitchen, she made the best pastry imaginable. But I think the occasions my parents had guests in the house for a meal was what really got me into this industry. I loved all the preparation that went into getting ready for their arrival, the noises from the dining room when people were enjoying themselves, the conversation, the laughter. That I think gave me the bug! WHAT WAS YOUR FIRST JOB IN THE INDUSTRY? The ﬁrst kitchen I ever worked in was the Gresham Hotel, breakfast shifts in the still

room at first. From the first day I absolutely loved it – the tall white hats, the command over the kitchen the chef had and so many chefs moving like a well-orchestrated dance. IS THERE A PERSON THAT HAS INSPIRED YOU IN YOUR CAREER? There have been many. My mother for sure but within a professional kitchen, I think Paul Flynn has had a long-lasting influence on how I work in a kitchen. Paul puts genuine love on every plate. He cooks from the heart and treats people in the kitchen with respect, guiding them and helping to form them into better chefs and individuals and he does it all without putting the fear of God into anyone. He steps away from the stove at the end of this year and I have to say, I am weirdly delighted for him. He and Maire have really put Dungarvan on the map. There have been others of course that have and continue to influence me. These days my feeds are just non-stop food from across the globe. Every day is a school day. WHAT ADVICE WOULD YOU GIVE A YOUNG PERSON STARTING OUT IN THE INDUSTRY? I wish they could do it the way we used to! These days, so many think they can spend a couple of weeks in a cookery school and come out as Jamie Oliver. It is essential to learn the basics in a professional cookery course – this forms the foundation for everything that comes after. But before you sign up or hand over your cash for a course, get some experience in a busy professional kitchen to see just how hard the work is before committing. It’s hard, there’s no doubt about that, but with that comes enormous reward. You have to be committed and don’t worry about how much you’re earning; all that will come. Get as much experience as you can as this will help form your ideas in the years ahead. When the day finally comes to run your own brigade, you have to be prepared; you must have the answers for your team in every area. Most importantly though, you have to be in love with it. It’s a way of life that doesn’t suit everyone and you miss out on what everyone else is doing on those busy nights. But if you love it, you’ll come to realise that they’re the ones missing out! Richie Wilson is Culinary Director of Sally Mac’s, FIRE Steakhouse & Bar and SOLE Seafood & Grill

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Opinion

Harnesss your

EMOTIONS In a sector built on human interaction, modern hotel leadership needs emotional intelligence, writes DONAGH DAVERN

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Opinion

ack when I attended hotel school, there was very little time afforded to the area of emotional intelligence (EI) when it came to leading a hotel team. However, we have learned over time the importance of EI and the connection employees feel with their managers which helps them perform to the best of their ability. Our sector is not just about customer service; it’s about true connection. What then is EI? It’s the ability to perceive, understand, manage and use your own emotions effectively, as well as those of others. It is a critical driver of personal and professional success, interpersonal communication and overall wellbeing and it allows you to understand, use and manage your own emotions in positive ways. It empowers individuals to relieve stress, communicate effectively, empathise with others, overcome challenges and resolve conflicts. Importantly, it allows employees to feel psychologically safe.

Psychologist Daniel Goleman’s emotional intelligence (EI) framework is organised into four core domains » Self-Awareness: The ability to recognise your own emotions, understand how they impact your thoughts and behaviour and know your personal strengths and weaknesses » Self-Management: The capacity to control impulsive feelings, manage your emotions in healthy ways, adapt to changing circumstances and follow through on commitments » Social Awareness: The ability to empathise with others, understand their emotional state and accurately pick up on non-verbal cues and power dynamics in group settings » Relationship Management: The capability to communicate clearly, resolve conﬂicts constructively, inspire others and build strong, collaborative bonds.

Combining these domains and integrating them into your leadership style will improve your management style where you seek employee feedback and cultivate open dialogue, truly listen to employees, harness your own strengths, learn to recognise and act on the body language displayed by others, empower your team, communicate clearly and act as a mentor and inspirational ﬁgure to others. Leaders are adaptable and change their management style to suit particular situations which arise. By harnessing your emotional intelligence, you become aware of your own emotions and sensitive to other’s feelings. You can connect with your team members on a deeper level, allowing them to feel valued, respected, seen and heard. They feel empowered and supported in their service endeavours and a stronger team bond is formed. You recognise, interpret and process both your own and other’s

Dr Donagh Davern FIHI is a former Hotel General Manager and a lecturer in Hospitality Management at Munster Technological University

What then is EI? It’s the ability to perceive, understand, manage and use your own emotions eﬀectively, as well as those of others

emotions. In the hotel sector where service interactions and the guest experience are so important, being emotionally intelligent allows you to interact with customers to improve their guest experience, creating an atmosphere of genuine care and attention by recognising emotional clues that they exude. So what then are the results of becoming an emotionally intelligent leader? The outcomes are goals all managers strive for – greater staff loyalty, more motivated employees, a community feel in the workplace, giving employees a sense of belonging. Employees are more engaged and show greater characteristics such as resilience, they feel free to innovate and are comfortable to solve problems. While hard metrics such as financial goals are important for success, motivating team members and acting as their guide and mentor are also essential components of leadership. By creating a supportive atmosphere in the workplace, this allows employees to serve customers better. Failure to harness EI leads to high staff turnover, a poor workplace culture, poor employee engagement and issues with customer service – all of which can have a detrimental effect on the bottom-line. In fact, a recent study by Cornell University indicated that leaders who exhibit the characteristics of emotional intelligence have businesses with 22% higher employee satisfaction and 12% higher guest retention. In a sector which is built on human interaction and the strength of the employee-customer relationship, those leaders who show high emotional intelligence and create a work atmosphere where employees are motivated and feel valued, empowered and supported, are the ones that will succeed. Leaders need to show self-awareness of their own emotional triggers, their blind spots and their stress responses. They need to give employees freedom and not micro-manage, they need to reflect more, adapt to changes readily and create a work atmosphere where employees feel psychologically safe. Leaders in the hospitality sector who display high emotional intelligence promote team morale, empower their team to “read” guests, to defuse potential conflicts and to offer personalised service in a high intensity work environment. They prioritise the wellbeing of their team, recognise and deal with stress in their work colleagues and maintain a culture of psychological safety which in turn reduces staff burnout and ultimately employee turnover. The hotel sector is a fast-paced, ever-changing environment, with continuous customer demands on a 24/7 basis and those leaders who harness EI are best placed to navigate the route to success in this challenging environment. High emotional intelligence distinguishes great leaders from merely average ones, especially when navigating high-stakes corporate environments. Emotional intelligence (EI) is vital in the leadership of Irish hotels because it drives staff retention and serves to shape the highly personalised service culture that Irish hospitality is known for globally, allowing managers to navigate staff shortages, support their employee’s wellbeing and deliver a memorable experience which encourages guests to return again and again.

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CATERING REVIEW

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View

How I see it

Consumers are increasingly looking for plates that deliver both ﬂavour and colour, while chefs continue to seek ingredients that add interest and versatility to menus

Maxine Hyde The General Manager at Ballymaloe Foods on why she relishes her food service customers

he hospitality industry continues to face signiﬁcant challenges. Rising costs, labour shortages and changing consumer expectations mean operators are constantly being asked to do more with less. Yet despite all of this, Irish foodservice businesses continue to deliver exceptional experiences every day. At Ballymaloe Foods, we are so grateful our products have a place in these businesses. My mum Yasmin (a daughter of Myrtle Allen) started Ballymaloe Foods in 1990 and like many of our customers, we’ve built our business gradually over many years. While our range has grown, our philosophy remains the same – use good, clean ingredients, make products that taste great, taking time to cook them properly and of consistent quality. One of the most rewarding things we hear from chefs and operators is that customers actively look for Ballymaloe Relish on a menu. In a marketplace where consumers are sometimes overwhelmed by choice, there is real value in familiar brands that people know and trust.

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Ballymaloe Relish has become a favourite for many Irish consumers over several decades and foodservice operators regularly tell us that featuring it on menus, burgers and sandwiches gives customers confidence that they’re going to enjoy the meal. That connection with consumers is something we work hard to earn and maintain. It’s also something we appreciate deeply. Every chef who chooses our products, every café owner who gives us menu space and every distributor who supports our growth is helping to build Irish food brands and Irish food production. Looking ahead, one area that excites us particularly is beetroot. As a passion project of ours to use Irish-grown vegetables in a very difficult time for Irish growers, we landed on beetroot. Consumers are increasingly looking for plates that deliver both flavour and colour, while chefs continue to seek ingredients that add interest and versatility to menus. Our Irish-grown Pickled Beetroot has established itself in homes and foodservice outlets throughout the country; our customers want to support an Irish-grown and made product. It hasn’t been easy for us; it took a huge amount of hard work and investment in cooking and packing machinery. Beetroot 2.0 for us is our new Sweet & Spicy Beetroot Slaw. A superbly tasty mix of Beetroot, red onion and Chilli, it offers a modern twist that works particularly well alongside burgers, sandwiches, barbecue dishes, tacos and loaded fries, bringing both colour and a balance of sweetness and gentle heat to the plate. For operators, it’s a simple way to add visual appeal and flavour without increasing preparation time. For me, that’s what good foodservice partnerships are all about. It’s not simply supplying products. It’s understanding trends, listening to customers and helping operators meet the changing expectations of diners. The Irish hospitality industry has always been built on relationships, resilience and a commitment to quality. As a supplier, we’re grateful to play a small part in that story and we’re excited to continue growing alongside the customers who have supported us over the years.

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Hotel

Thankto ouryou

Review

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