Hotel & Restaurant Times 201305 Apr/May

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APRIL/MAY ‘13

THE

BUSINESS

PUBLICATION

FOR

THE

HOTEL

AND

RESTAURANT

€3.65

INDUSTRY

THE MARKER A NEW AGE IN IRISH HOTELS

GREAT NATIONAL HOTELS THE mCOMMERCE REVOLUTION

THE EII SCHEME RE-FINANCING HOTELS

THE MOBILE TREND

IGNORE IT IF YOU DARE - BOOKASSIST

www.hotelandrestauranttimes.ie

Web Check Digital Conference CONNECTIVITY ON THE MOVE Tuesday 21st MAY 2013 Crowne Plaza Hotel, Santry, Dublin Becoming Mobile Responsive can enhance Visitor Engagement…

08.00 - 08.45am

Registration & Welcome

08.45 - 09.15am

CONNECTIVITY ON THE MOVE: SETTING THE GOOGLE SCENE Stephen Murphy from Google will outline trends in mobile usage and features that Google can offer.

09.15 – 09.45am

CONNECTIVITY ON THE MOVE: DIGITAL MARKETING STRATEGY Ian Cleary from Failte Ireland Web Supports will examine the key aspects of building a cost effective digital marketing strategy to maximise and grow the online potential of the tourism business in these challenging times.

09.45 – 10.15am

CONNECTIVITY ON THE MOVE: DIGITAL MOBILE STRATEGY Brian Darcy, Commercial Director O2 will outline how the mobile channel creates a unique opportunity to improve the effectiveness of your customer acquisition and customer engagement efforts.

10.15 – 10.45am

CONNECTIVITY ON THE MOVE: REVENUE MANAGEMENT STRATEGY Des O’Mahony from Bookassist will address how the growing need to make it quick and easy for your customers and potential new customers to find you on the World Wide Web – taking maximum advantage of what online booking platforms have to offer can be key in managing your online profile. In this session we will provide a perspective from Bookassist one of the key players in this online market place.

10.45 – 11.15am

CONNECTIVITY ON THE MOVE: SOCIAL MEDIA STRATEGY Neasa Costin from Facebook will outline how consumers use of mobile is increasingly reflected in how Facebook can enhance the social interaction and buying potential of visitors.

11.15 – 11.30am

Tea & Coffee Break

11.30 – 13.00pm

Breakout sessions: the first two of the four breakout sessions will be run. Each repeated four times giving all delegates a chance to sit in on each session. They are designed to be interactive and will facilitate participants’ questions to the panel of experts.

13.00 – 13.45pm

LUNCH

13.45 – 15.15pm

Final two of the four breakout sessions commence

15.15 – 15.30pm

Tea/Coffee break

15.30 – 16.00pm

Fáilte Ireland will chair the panel discussion and endeavour to pull all of the strands together into a meaningful canvas of key learning points to provide delegates with a clear set of actions that they can take away.

16.00 – 16.15pm

Final address and close

To Book a Place, please go to our website to register pay online: www.failteireland.ie/Training-workshops and click on the ‘events’ section. Cost: €100.00 per delegate

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CONTENTS

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COVER: Marker Hotel (Enda Cavanagh)

CONTENTS NEWS APPOINTMENTS THE MARKER HOTEL GREAT NATIONAL FÁILTE IRELAND NEWS SALES CONNECT GB ON-AIR FROM VDA DIT RAI NEWS IRELAND’S BEST CARVERY TOURISM IRELAND NEWS BOOKASSIST MARKUS LUTHE INTERVIEW INVESTMENT OPPORTUNITY EII SCHEME SILVERHILL DUCK IFSA NEWS TOURISM – FACTS V MYTHS IHF CONFERENCE CATEX EXHIBITION BIM CHANGES IN THE IRISH HOTEL INDUSTRY CUSTOMER RETENTION

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Hotel & Restaurant Times is circulated on subscription to Chief Executives, Directors and Proprietors of Hotels and Restaurants in Ireland along with Architects, Interior Designers and Suppliers to the Hotel and Restaurant Industry.

Managing Editor: Cyril McAree Business Development: Alan Doherty (01-2842909, alan@hotelandrestauranttimes.ie) Contributors: Pavel Barter, David Collins, Frank Corr, Ciara Keenan, Caroline Leddy, Cris Petcu, IFSA, Restaurants Association of Ireland, Tourism Ireland & Fáilte Ireland Printing: GPS All paper used in the production of this magazine comes from certifiably sustainable forestry.

ALL CONTENTS OF THE MAGAZINE ARE COPYRIGHT OF HOTEL & RESTAURANT TIMES: H&R HOUSE, CARTON COURT, MAYNOOTH, CO. KILDARE. TEL/FAX: 01 628 5447.

E-MAIL: editorial@hotelandrestauranttimes.ie WEB: www.hotelandrestauranttimes.ie

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Growth potential Ever so slowly, we are seeing reasons to be optimistic about Irish tourism and hospitality.

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The opening of the Marker Hotel is a welcome shot in the arm for the industry. The completion of this architecturally iconic property has upped the ante for other Dublin hotels. Visitors walk into the reception area to be greeted by a real "wow" factor. A hotel with a sense of opulence and dynamism has emerged. Having been accepted into the exclusive Leading Hotels of the World consortium, prior to its opening, this hotel is set for a meteoric future. The proper team is crucial in order to face the many challenges that face hotels in 2013 and beyond. With Charlie Sheil at the helm, this property is in safe and experienced hands.

The recent completion of a refurbishment programme at Jurys Inn Galway further reinforces this confidence. While not on the grand scale of the Marker, it’s still welcomed. The €1.5m investment involved a redesign and refurbishment of bedroom stock, and there are plans to spend a further €250,000 on the reception and bar areas.

Overall, Jurys will have invested €31m on its complete portfolio by the year end.

However, the industry still faces major challenges - none more crucial than chef shortages. Despite attracting visitors to our shores and promoting our food, we fail to grasp this area of concern. The IHF and RAI continue to highlight this chaotic situation, and the failure of those in charge to address the issue in a cohesive and constructive manner. Given our level of unemployment levels, it seems farcical that the sector is facing such a crisis.

At the IHF conference Michael Vaughan noted, "With unemployment at over 14 per cent and hotels throughout the country facing a shortage of trained entry-level workers, it’s disappointing that the government isn’t working more closely with us on this issue.

Craft training offers a valuable conduit to employment for young adults looking for work in today’s difficult job market. It’s now time for Ministers Ruairí Quinn and Richard Bruton to address our concerns and put in place a programme to meet our sector’s future training requirements. It’s a wasted opportunity if we don’t act".

This sentiment has been echoed by the RAI Chief Executive who is attempting to rectify the issue with the relevant government bodies, and put in place a programme that will ensure people are sufficiently trained for the sector. Only time will tell if anyone is listening and willing to act in a positive and constructive way.

The continuing difficulties in the visitor numbers from UK market are still a subject of discussion. The stark reality is that the UK economy is in a more perilous position than our own - if anything can be learnt from the failures during the Celtic Tiger days, it should be not to over rely on one market segment for growth.

Yes, the UK market is important. Yes, it’s on our doorstep. But are we flogging a dead horse? The GB strategy, rolled out last October, is a long game. In the interim, we must engage with markets that have immediate and real potential. Already the CSO figures are showing growth in North America, Mainland Europe and new markets. We should focus on responsive markets and keep the UK on our radar for opportunities that may emerge as its marketplace improves.

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Cyril McAree Editor

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NEWS When in Rome...

Niamh Kinsella, Tourism Ireland; Minister Ring; Silvestro Serra, Touring Club Italia; Shane Clarke, Tourism Ireland; and HE Patrick Hennessy, Irish Ambassador to Italy, viewing the Ireland promotion in the window of the headquarters of Touring Club Italia in Milan.

Riverdance gathers momentum

NEWS

Hake of a guy

New research from Bord Bia shows 85% of the Irish public who eat fish at home cook it at least once a month. However, 42% of the population who love eating fish at restaurants say they don’t have the confidence to prepare it at home themselves.

The survey was carried out on behalf of Bord Bia which today launched a campaign to encourage consumers to buy more hake. As part of the campaign, Bord Bia commissioned renowned seafood chef Martin Shanahan, pictured, to create five new hake recipes which can be accessed at www.bordbia.ie.fish along with tips for buying, storing and cooking fish.

Net result

Details of Riverdance - The Gathering, a seven day festival, taking place in July, to mark the Gathering Ireland 2013 have been announced today. This unique festival will celebrate the magic and international appeal of Irish dancing and will provide overseas visitors with an opportunity to be a part of the global Riverdance phenomenon.

Hoteliers welcome increase in holidaymakers The Irish Hotel’s Federation (IHF) has welcomed the significant increase in hotel bed nights achieved in 2012 (up 13% on last year). The increase follows a growth in business trips (up 7.7%) and visits by holidaymakers (up 3.8%) compared with 2011.

Former Celtic and Republic of Ireland football legend Packie Bonner got on his bike (in this case rickshaw!) to deliver musicians Siobhán McArle (left) and Aileen Reid to Tourism Ireland’s promotional event in Glasgow.

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NEWS

Compass Group guiding fresh fish

The Jurys is in

Jurys Inn Hotel Group has completed a major redesign and refurbishment of its Galway hotel following a €1.5 million investment, with an additional €250,000 earmarked for the refurbishment of reception, restaurant and bar areas in the second half of 2013.

Barklife Ireland’s food and support services company Compass Group Ireland has signed a deal that will see Atlantis Seafoods, Wexford, provide fresh fish to all of its units across the country.

The deal reinforces Compass Group Ireland’s commitment to working with Irish suppliers.

Pictured at the announcement were Pauline Cox, Strategic Business Director, Compass Group Ireland and Pat O’Connor, Head of Commercial, Atlantis Seafoods.

A glass act

The 1st Black Dogg Open Cocktail Competition took place recently at the Living Room Bar, Cathal Brugha Street, Dublin 1.

This initiative between the DIT Bar Management Studies and Dalcassian Wines & Spirits Ltd attracted up to 50 mixologists. The overall winner was Scurvy Fizz, prepared by Sean Kershaw, Four Seasons Hotel, Ballsbridge, Dublin & BSc (Hons) Degree Student, DIT, Bar Management Studies Progamme.

Middle Eastern promises Callabriga Douro 2010 and Callabriga Reserva Alentejo 2009 have been awarded Gold Medals at Vinalies Internationales. Callabriga Alentejo 2010 was also awarded a silver medal.

Burren Food Trail The Burren Food Trail will be launched officially at the Burren & Cliffs of Moher Geopark’s Gala Evening on April 27th in Lisdoonvarna. The Trail was developed to showcase the vast array of top quality, gourmet food that is produced and grown in this remarkable landscape.

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Ciara Buckley, The Doyle Collection (centre), meeting with travel agents in Dubai, during Tourism Ireland’s recent sales mission to the Middle East.

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NEWS

Moran celebrates in style

Step ahead of the rest

Five years ago, Irish owned, family run hotel group, Moran Hotels, welcomed Bewley’s Hotels into their happy family. To mark the anniversary, management threw a party for the staff and guests in each of the hotels on the day, with bubbly and cupcakes all round.

Something fishy

Bord Bia has announced The Step House Hotel, Co Carlow, as the Just Ask Restaurant of the Month for April. The Just Ask campaign encourages diners to look for information on where the food on their plates comes from when eating out and the monthly award is given to restaurants that demonstrate best practice in providing customers with this information.

Owners James and Cait Coady developed the hotel a few years ago with two properties at its heart - the former dower house of the Macmurrough Kavanaghs (previously, The Step House B&B) and the pub next door, which had been in the Coady family for five generations.

Strictly 18

The Kinsale Giant and celebrity chef Martin Shanahan of Fishy Fishy, Kinsale - with the help of Donal Crosbie, The Bulman; Maureen O’Regan, Actons Hotel; Fisherman Shane Murphy; Paul O’Callaghan, Jim Edwards and John O’Connell, Actons Hotel - await this year’s All-Ireland Chowder Cook-Off, which took place on Sunday 21st April in Actons Hotel, Kinsale, in association with Kinsale Chamber of Tourism & Business and Kinsales Good Food Circle.

Kilbeggan 18YO Irish Whiskey has been named Best Irish Blended Whiskey in the world for the second year running at the 2013 World Whisky Awards (WWA). The Kilbeggan Distilling Company, which is part of Beam Inc. - one of the world’s premium spirits companies, collected four awards at the prestigious industry awards event.

Putting Ireland on the MAP Laurence Pontoizeau, Brittany-Ferries; Grace Dunphy and Marc Faivre, both Tourism Ireland; Lawrence McBride, Far and Wild (adventure activity provider in Londonderry); Finola O’Mahony, Tourism Ireland; Caitriona Butler, Irish Ferries; Anne Zemmour and Séverine Tharreau, both Tourism Ireland; Cathy Sullivan, Tullamore D.E.W. Visitor Centre; Billy Condon, Tourism Ireland; Michael Langan, Mick Langan Tours; and Rosemary Atangana, B&B Ireland, on the Tourism Ireland stand at MAP in Paris.

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NEWS

Minister of the Exchequer

Award winning Gastropub The Exchequer has cause to celebrate: the launch of a brand new cocktail menu and inclusion in The 100 Best Restaurants in Ireland 2013. Bar Manager and Mixologist Robert Caldwell has devised a new cocktail selection, presented old style in The Ledger of Liquor, but delivering 32 brand new and intriguing mixes under the chapter headings of Aperitifs, Digestifs, Long Drinks and Concoctions.

Stewing over things

Joe Clinton, Smugglers Creek, Rosnowlagh, Co. Donegal, winner of the Professional section of the inaugural World Irish Stew Championship, at St. Angelas College, Cloghereevagh, Sligo The World Irish Stew Championship - entries are flying in for the fourth World Irish Stew Championship which takes place in St Angela’s College in Sligo on 1st and 2nd May.

FBD joins the club

New Discover Ireland centre opens in Sligo

Pictured at the official opening of the new Discover Ireland Centre in Sligo were (l-r): Martina Bromley, Fáilte Ireland North West; Michael Ring T.D., Minister of State for Tourism and Sport; Deputy Mayor Matt Lyons and John Concannon, Failte Ireland.

Dún Laoghaire sets sail Following a trip to the United States by representatives of the Dún Laoghaire Cruise Stakeholder Group, to promote Dún Laoghaire as a destination for visits by cruise ships, it is expected that the harbour will experience its most successful season this year. Up to 14 cruise vessels are expected to use the facilities at Dún Laoghaire, bringing up to 30,000 passengers and crew ashore. The highlight of the season is the visit on 16th May of the Queen Mary II - the flagship vessel of the famous Cunard Line - with 3,000 passengers and several hundred crew members aboard.

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FBD Hotels & Resorts, a group of four Irish hotels and two Spanish resorts, has marked their ongoing support of golfer Rory McNamara after his win in the West of Ireland Amateur Open in Rosses Point at Easter. The Headfort, Co Meath golfer also won last year’s North of Ireland Championship and is regarded as one of the most exciting prospects to emerge in Irish golf in recent years. Previous winners of the West of Ireland Amateur Open include Rory McIlroy (2005 and 2006), Padraig Harrington (1994) and Shane Lowry (2008).

Dalata Hotel Group enters Northern Ireland market Pictured at the Maldron Hotel Belfast, formerly Park Plaza Belfast, are Stephen Redden, Director of Operations & Business Development, Maldron Hotel Belfast and Stephen McNally, Deputy CEO, Dalata Hotel Group.

Dalata Hotel Group, Ireland’s largest hotel operator has announced its first hotel in Northern Ireland, on completion of a new management agreement to operate the Park Plaza Hotel at Belfast International Airport. The 106 bedroom hotel re-branded to Maldron Hotel Belfast joining the existing portfolio of Maldron Hotels and Partner Hotels in the Group.

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NEWS

On the buses

Simon Gregory, Tourism Ireland’s director of markets, with Tom Stables, CEO of National Express, in front of the specially-branded ‘Gathering’ National Express coach, at the coach station in Digbeth.

License to grill

Artisan serves up a treat

Artisan Restaurant - located in the Medieval Latin Quarter of Galway city - has delighted food lovers with the launch of their new spring menu, comprising of a host of seafood, steak and game options. Pictured is Head Chef, Mark Campbell.

Team Ireland’s employer incentive

Following the relaunch of Spur Steak & Grill in Staines, Middlesex, Spur Corporation UK has taken on a branch in the Republic of Ireland, rebranding the restaurant as Rapid River Spur Steak & Grill. The restaurant re-opened on Friday 29 March to catch the Easter holiday trade, and it brings the total number of Spur’s European outlets to eight, including a branch in Belfast. Located at the busy Liffey Valley Centre in South Dublin, Rapid River Spur was the first Spur branch to launch in Europe and it operated under franchise since opening in 2000.

Makin’ bacon Pictured is Fáilte Ireland’s food ambassador, JP McMahon, Eat Galway (Eat Gastropub and Aniar Restaurant). Two of Fáilte Ireland’s food ambassadors, JP McMahon and Pádraic Óg Gallagher, The Boxty House Dublin, are currently representing Ireland on the international stage at the esteemed Toronto Terroir (@TerroirTalk).

Ireland is aiming to build on its position as a major destination in the incentive travel sector, where companies reward employees with trips abroad, and this will be a central focus for Fáilte Ireland’s Business Tourism Unit. This was one of the messages delivered as Fáilte Ireland held a top level briefing for key players in the business tourism sector.

Speaking at the briefing, Dan Flinter, Chairman of Fáilte Ireland’s Business Tourism Forum emphasised that Ireland is well placed to be marketed as a business tourism destination. “Ireland has always been a good fit for business tourism across all sectors conferencing, incentive and corporate meetings. As an industry we need to adopt the Team Ireland approach - promoting a culture of collaboration will be Ireland’s strength in winning business in the future.”

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NEWS

La belle époque

APPOINTMENTS

130 years of Hospitality This season Renvyle House Hotel celebrates 130 years in the hotel trade as well marking 60 years under the care of the Coyle family. Renvyle, which has been the meeting place of poets, politicians and influencers for many years and where Yeats famously spent his honeymoon, first opened its doors to paying guests in 1883.

They recently held a Gourmet Weekend to celebrate 130 years of dining and hospitality at Renvyle as well as noting its most recent Good Food Ireland’s Culinary Haven of the Year award.

Eight Irish tourism enterprises joined Tourism Ireland for this year’s Meedex, a meetings and events fair which took place at the Carrousel du Louvre in Paris, France. Pictured is Eva Schmid, Killarney Hotels (left), meeting a French buyer.

Oui love Louth

Couristan still with the world at its feet Couristan Carpets have recently completed a number of major projects in Las Vegas supplying over 52,000 sq yds to two major Casinos The Luxor, and Mandalay Bay. In Saudi Arabia they are currently supplying over 40,000 sq yds to two hotels in Makkah, The Hilton, and the Hyatt Regency. Closer to home both Claridges and The Dorchester have on going refurbishment, and here in Ireland Couristan have supplied all the carpets to the new Marker hotel, also in Ireland they have supplied the carpet for the refurbished conference centre at the Malton in Killarney, The Westin in Dublin, Lough Erne Resort, and The Radisson in Galway and the Osprey in Naas. Couristan can offer both Axminster and Printed carpet for the hospitality industry. For information on Couristan contact Michael Lenehan on 0872555107.

The right choice A group of top travel and lifestyle journalists from France enjoyed a fact-finding visit to Co Louth over the weekend, as guests of Tourism Ireland. The combined audience of these journalists (including readers and listeners) for the articles and broadcasts they will produce upon return home is almost 7 million people around France.

Marie Richardson has been appointed Group Sales and Marketing Manager for Choice Hotel Group.

Marie plays a central role in driving sales across its nine locations and three Quality hotels and developing and honing its strategic direction as it continues to expand. Marie liaises with sales managers in planning and executing individual marketing plans for each hotel across Ireland and the UK.

The Country’s finest Country Range Group has welcomed Damien Barrett, managing director of Henderson Foodservice, to the board. Damien joined Henderson eight years ago as commercial director and was promoted to managing director five years ago.

“We have put a lot of investment into the business,” said Damien.

“We acquired our largest competitor, which is Holmes Catering and then two years ago we built a £14 million state-of-theart depot, which gave us a long term investment plan. Then a year ago we acquired ICS, which gave us the opportunity to apply for membership of Country Range Group. Our sales have grown by nearly 50% in the last four years.

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NEW HOTEL

The Marker

by Ciara Keenan

As the full launch of The Marker Hotel takes Dublin by storm, General Manager Charlie Sheil is enjoying the highly anticipated opening of what is set to be one of Ireland’s finest 5 star hotels. Located in the heart of the city, the hotel has an opening team of some 120 team members staff which will grow to 180 at peak business levels, eager and dedicated to making every experience memorable for the expectant guests. With an iconic exterior design, quayside location and a range of distinctive

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features, the hotel industry is in for a treat.

The hotel has got people talking and there is a buzz and excitement for the latest hotel experience. The owners have taken a shell and built it into a modern and dynamic scene of opulence. Charlie Sheil has taken a hands-on approach to deliver on the high expectations that are rightfully associated with him as a leading and revered figure in the industry.

Individuality and a sense of uniqueness are traits associated with many of the more celebrated hotels and The Marker has already set itself apart from the crowd by joining the renowned ‘Leading Hotels of the World’. A standards driven body of high quality 5 star hotels, this exclusive institution has just over 400 select members worldwide. Despite being a title held typically by well established hotels, The Marker has broke ground as a new hotel with a reputation that precedes it.

As a leading hotel, The Marker is subject to regular checks so it is evident that standards are in place and any deviation is not an option. Walking round the exquisite rooms with fresh, tasteful décor the sheer scale of detail is evident. The installed VDA system allows for a range of interactive technology from on demand viewing, secure Wi-Fi, internet and e-mail facilities, and digital television. With adapters, innovative charging devices and an impressive amount of work space, the hotel is set to accommodate cliental from all regions of the world catering perfectly for the corporate traveller Charlie Sheil, a familiar and respected figure on the hotel scene has applied his

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NEW HOTEL

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years of experience in the industry to make his current project as smooth and chic as is possible. He explained, “We didn’t want to simply recreate successful hotel models, but rather we sought to take the best elements and create something that offers a new perspective. We have sourced ideas and team members from London and across Europe. This has resulted in interesting ideas and concepts which have contributed to the finely tuned overall product we are proud to open up to the market.”

Several factors contribute to the elegance of the rooms, from the wide cushioned headboards, to the uniquely layered Pillow Top King Koil mattresses from Kaymed in Co. Kildare. The rooms have a smart professional feel to them with the primary colour scheme being a mixture of greys, whites and the occasional inoffensive splash of colour. Couristan Carpets worked with the architects to create and produce carpets for the entire project. A particularly nice touch would have to be the range of artwork that flows throughout the hotel and Charlie Sheil is confident that guests will enjoy what is on offer. “Of course we have the standard touches in the rooms such as the umbrellas, soft robes and ironing facilities, however, it is the extra conveniences that set our rooms apart.”

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that are befitting of the grand surroundings. Likewise a lot of the loose furniture for the bars and reception areas etc was supplied manufactured and supplied by John O’Connell furniture. We tried as best we could to ensure the supply of products and services from tried and trusted Irish suppliers. Another particular delight would have to be the luxurious Malin & Goetz products selected for the bathroom toiletries.

Hailing all the way from New York, these feel good products have been carefully crafted for even the most delicate of skin types.

Charlie Sheil explained the thought that went into the selection process, “We have stayed local with many of our suppliers but others we have outsourced. With the Malin & Goetz range we felt that it was a special product that would be enjoyed by our guests. We did sample a range of Irish products and at the end of the day this product could not be matched in terms of what we were looking for here at The

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John O'Connell Furniture are specialist contract furniture manufacturers and suppliers with the required facilities to build quality design conscious furniture to suit all fitouts and budgets.

Dunshaughlin Business Park, Dunshaughlin, Co. Meath www.jocfurniture.com e-mail: sales@jocfurniture.com tel: +353 1 8258101 fax: +353 1 8258103

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NEW HOTEL

McCauley Daye O’Connell

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Marker. It is attention to detail and uncompromising standards that will play a huge part in our success.”

Adding personal touches to a building that was partially built was important.

Having originally been architecturally designed by previous owners, building was halted in 2008 until it came under new ownership in 2012. The Marker strove to put its own touch on the hotel and review the initial architecture to add its own stamp. A prime example of this is the magnificent roof-top bar area.

Boasting majestic panoramic views of Dublin’s south docklands, the roof top and ground floor lobby landscape has taken inspiration from The Burren region. On the Rooftop bar there will be grass and indigenous flora planted between the seated areas, the design compliments the contemporary and visually appealing surroundings. This captivating outdoor space will offer an extensive range of Craft beers, wines and spirits as well as a laidback menu of Tasting Plates that is very in keeping with the hotel’s approach to dining.

While the target market of the rooms is the corporate and travelling sectors, the food and beverage offerings will be opened up to local business, theatre goers and nearby residents while meeting the needs of staying guests. The ethos of the brassiere is ‘high-quality food made from locally sourced ingredients without the formality of fine dining’. The appointment of Gareth Mullins as executive chef will ensure our food offering is on par with the best out there. With hand-crafted menus 14

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Dublin architects and interior designers McCauley Daye O’Connell (MDO) were employed to realise the concept design for a new hotel on Grand Canal Square, a role that MDO also carried out with Daniel Libeskind on the immensely successful Bord Gais Energy Theatre.

When asked to design a new hotel in the Dublin Docklands as part of a developer competition Manual Mateus of Aires Mateus & Associates drew inspiration from the Irish landscape and in particular the Irish coastline.

That architectural concept for the hotel building envisaged a single costal form eroded over time. This erosion formed a series of public spaces on the ground floor of the hotel. This concept encompassed the hotel bedrooms located overhead, which were envisaged as a honeycomb of openings formed through the form giving the bedrooms their unique shape and design. The mass of the bedroom block is balanced onto just three columns at ground floor level providing an entirely open lobby with uninterrupted sightlines. The eroded voids between these column supports create the public spaces of the hotel lobby, bar and restaurant.

The palette of materials in the lobby/bar/restaurant is measured, a warm-tone polished plaster for the walls and ceiling with a highly polished grey terrazzo, which glitters with glass and mirror flecks catching the light from the full height south facing glass façade. The laminated glass fins of the façade catch the light and cast coloured shadows across the floor with the full height sheer adding a filigree layer of privacy from the square outside.

The furnishings to the lounge and bars offer the required level of luxury expected in a five star hotel. The bar is clad in mirror polished bronze with dark leather panels and bronzed mirrors above. Inset carpets are in rich plums, ochres and moss colours inspired by Burren flora with low sofas and armchairs in Italian leathers and fabrics. The sculptural fireplace is lined with black-patinated steel, bronze and has an Irish limestone hearth.

The restaurant is informal brassiere style in both ambience and food offer. A long free-standing white marble table is provided for morning buffets, evening cocktails and occasional dining, with high backed snugs in warm yellow ochre offering opportunities for intimate dining along the rear of the brasserie.

The bedrooms are large with clean lines and an unusual splayed layout. The furniture is Irish-made with fine quality fabrics in warm greys and accents of a strong yellow followed through from the public areas. The luxury bathrooms are large with floor to ceiling white marble, designer taps and inset baths.

Uniquely for an urban city centre location the Marker Hotel has a full SPA and Wellness centre. Finishes are rich walnut floors with the wet area lined in deep green slate with dark polished plaster ceilings. The 23m lap pool is tranquil with a single shaft of daylight from a roof light at one end which lets in sunlight and highlights a new dramatic sculptural commission Peter Monaghan. The SPA also features a gym, full set of treatment and relaxation rooms with hair and beauty facilities.

The hotel will also boast a purpose built 200 person roof top terrace with bar for Dublin, the first of its kind in the city.

inspired by local produce and ingredients, the informal ground floor eatery is simple and straightforward while maintaining the high quality standards that are so fundamental in the hotel as a whole.

Other areas within the hotel are the exhilarating Spa and Wellness space.

Encouraging well-being and pampering, facilities include a 23metre pool, large Jacuzzi, four individual treatment rooms, on-hand therapists and a fully equipped gym. A haven and welcome escape from busy city life the infinity pool, walnut flooring and dramatic skylight, make this a relaxation space that many competitors would fail to rival. Although the area is reserved largely for hotel guests, there is the opportunity to apply for one of the few available membership packages.

Looking at business after the opening and the growth of the hotel, Charlie Sheil is confident that his latest project can and surely will deliver. “People have been watching our every move but we are ready to show what we have to offer. We want to build a customer base and this is the focus, we cannot lose sight of what is important. I have nothing but optimism in what is to come and I look forward to earning the respect of the industry and future guests. We want to be positive and confident and we are ready to establish The Marker on the Dublin hospitality scene.”

Watch this space…

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Couristan Carpets (Irl) Contact Michael Lenehan 087 2555107

e-mail: michaellenehan@gmail.com

Supplied all carpets to the Marker Hotel project

Lissadell Liddell International Unit 6B First Floor, Edina Business Park Lissue Ind. Estate West, Lisburn BT28 2RE Tel: +44 (0) 28 3882 0000 sales@lissadell-liddell.com

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TECHNOLOGY

Great National

The mCommerce Revolution There are now more mobile phones in circulation than tooth-brushes while by the end of 2013 there will be more mobiles circulating than actual people on the planet…

Aside from the fact that people seem to care more about staying in touch than dental hygiene, what’s startling about the upsurge in mobile is that more than 25% of all searches online for travel are currently via a mobile device. If you’re in the travel business, a mobile presence is now a critical element in every hotel’s distribution mix.

In the wake of Great National's launch of the Escape Button app, a first for the Irish and UK hotel industry, co-founder and Marketing Director David Collins outlines his group's response to the mCommerce Revolution.

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From our group's Customer Contact Centre base in Ennis, Co. Clare, the Great National brand has emerged as one of the fastest growing brands in the last two years - with over 20 hotels throughout Ireland and the UK - and is set to grow further in 2013.

Aside from working with like-minded operators and owners, Great National’s success is built on providing independent hotels with strong branding, aggressive distribution, proactive yield management, reservations outsourcing' and real-time reporting.

However to say that the market we operate in is ‘dynamic’ would be a considerable understatement, presenting in turn huge challenges to hotel marketers.

Consider this Tablets for example, are available for just over 3 years and yet are set to outstrip PC and laptop sales in 2013 and it is estimated that by 2015 less than 20% of computing sales will be for desktop PCs.

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TECHNOLOGY Furthermore, 10% of all website page views currently originate from a hand-held device while globally mobile data traffic is rising by an estimated 78% per annum; forecasted sales for smartphones in 2013 alone are estimated at one billion.

The nett effect of all this is disruption in terms of how consumers communicate and how business is conducted.

And this disruption is set to accelerate in the next 5 years - effectively dwarfing the last 10 years in terms of change - as 4G kicks in, more consumers join the mobile network and what’s called ‘machine to machine’ or M2M communication escalates.

In effect mobile is fast becoming the primary screen for consumers as internet access grows from 2 billion people worldwide to nearly 3 billion by 2015 so it’s no longer an add-on to your marketing mix but instead a starting point for brands.

Within Great National, this is the context for the launch of the Escape Button app with our mobile strategy largely framed by the declining cost effectiveness of traditional channels such as press advertising, direct mail and recently PPC. Take the latter for example. PPC has come under particular pressure in the last two quarters and our research indicates that this is largely driven by competition amongst on-line travel agents for hotels’ branded terms including more generic search phrases as deal sites - a relatively recent phenomenon - take root and become embedded within consumer buying habits.

On this last point, deal sites have from a standing start and almost singlehandedly redefined how customers shop for hotels: 80% of short breaks are now bought within 30 days of arrival while brand ‘loyalty’ is rapidly being replaced by brand ‘promiscuity’; furthermore, hotels have seen the average ticket price for a 2 night break weaken while average commission - a cost of sale - has escalated.

As to why these modern day ‘bucket shops’ have seen such accelerated traction - that is aside from over-supply within the industry and a consumer that’s at the pin of his or her collar financially - this is largely due to the fact that consumers are being presented with a clear, value-driven proposition which saves the client from having to do the research themselves.

Critically too, deal sites are purposely designed to be social media and mobile friendly.

And this is at the heart of the Great National Escape Button app which has been developed in conjunction with Dublin based digital branding agency, Brando.

Not only is it free to download, easy to navigate with minimum clutter and distraction, users have direct, immediate and exclusive access to the very best value deals we have available with an equally clear call to action.

The Escape Button is social media friendly to enable ease of sharing while consumers have the option of browsing our hotels further... but only if they wish.

In other words, it’s making it easy for consumers to get what they want, in providing rich, relevant content on demand including for example Google mapping to indicate location and travel times.

And this is the direction hotels need to take in terms of competing effectively within what is an increasingly noisy market.

Not only is the Escape Button app providing a key branding opportunity for Great National and our hotels whilst delivering a truly unique experience for

our consumers, but more generally mobile marketing is a new distribution channel for hotels which not only needs to be embraced and resourced as a matter of priority as it out-strips other more conventional platforms but which critically also presents hotels with a unique opportunity to get closer to their consumer base at a significantly reduced cost, and in doing so redefining direct marketing.

For further details on Great National and the Escape Button, please visit www.gnaffiliates.com or email David Collins at djc@greatnationalhotels.com H&RT APRIL/MAY ‘13

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FÁILTE IRELAND NEWS

Waterford’s Medieval Museum opens The Medieval Museum, which is part of the new Viking Quarter developed in Waterford, was officially opened by An Taoiseach, Enda Kenny, recently.

The Medieval Museum makes up the final piece of Waterford’s newest tourism attraction, The Viking Triangle, which includes three museums - the Bishops Palace, Reginald’s Tower and the Medieval Museum.

Fáilte Ireland has invested over €12 million in capital projects in Waterford City in recent years including its largest ever single project grant of €11m which supported the development of Waterford’s Viking Triangle.

CEO of Fáilte Ireland, Shaun Quinn, is pictured with An Taoiseach Enda Kenny and Mayor of Waterford, Cllr James D’Arcy at the official opening of the new Medieval Museum, in Waterford City.

Sales blitz in North America Fáilte Ireland unveiled their tourism offering to North America recently as delegations from the West, South West and South East travelled to Chicago, Philadelphia, New Jersey, New York and Canada on sales missions aimed at driving more business to Ireland by promoting the many attractions in Ireland and the new transatlantic air services and increased capacities now available.

Pictured are (l-r) - Jenny De Saulles, Fáilte Ireland; Edgar Manson, US Airways; Monica Drach, Flight Center/Gogo Tours; John McLaughlin, North West Golf and Niamh O Shea Killarney Park Hotel.

(l-r) - Richard Hurley, Granville Hotel, Eamonn McEneaney Museum of the Treasures, Séan Reidy from the Dunbrody Emigration Experience, Tara Kerry, Client Services, Fáilte Ireland, Vice President of the United States, Joe Biden and Séan Connick, Chair of the JFK Trust.

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These trips were a unique opportunity to sell Ireland by reiterating the ease of access with new routes arriving directly into Ireland and showcasing the wealth of attractions available in Ireland.

The activity included sales appointments and networking events with operators who are selling, or considering including Ireland as part of their itineraries to highlight both the traditional and well recognised experiences, as well as the new experiences available including the Viking Triangle and the Wild Atlantic Way. Before returning home our sales delegation from the South East also had the opportunity to travel to New York to meet with Vice President of America, Joe Biden, at his induction into the Irish America Hall of Fame where he spoke about his Irish heritage and the current plight of the undocumented in America.

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FÁILTE IRELAND NEWS

Value and Variety at the heart of new Discover Ireland campaign

Minister Michael Ring, TD (centre left) and John Concannon, Director of Market Development, Fáilte Ireland (far left) launch the new Discover Ireland campaign.

The 2013 Discover Ireland campaign was launched last month focussing on providing value and variety to domestic holidaymakers.

The new campaign includes a new animated series of ads, the first of which is currently being broadcast on national television. The new advert is complemented by a new and improved Discover Ireland App, Free WiFi in many of the tourist offices across the country, and the first of this year’s Discover Ireland Special Offer supplements, which houses hundreds of great value deals.

With visitors making more decisions based on online content John Concannon, Director of Market Development, Fáilte Ireland emphasised the importance of offering visitors information at their fingertips - “Today’s visitor wants to see what’s going on all over Ireland information at the tap of a screen. The new Discover Ireland app provides just that. Along with +17,000 listings the new and improved app provides onthe-spot insight into what’s around every corner as well as easy to use maps and augmented reality. Even more importantly, the app ensures that there are no shock roaming charges and it’s free to download.”

St Patrick’s Day drives visitors and coverage Fáilte Ireland rolled the green carpet out for the world’s media on St. Patrick’s Day this year as more than 70 broadcasters and writers, with a combined reach of 112 million, arrived in Dublin for the festival.

The visiting media had packed itineraries. They enjoyed a sneak peek at the ‘Riverdance Gathering Festival’ and met with President Higgins at a special reception organised at Áras an Uachtaráin, which received extensive international coverage in wellknown titles such as The Huffington Post and Fodors Travel Blog.

The mood appeared positive over the weekend as Dublin and Galway hoteliers reported improved levels of business before, during and after the festival. Many hotels were noticing increased bookings pre and post festival with many of them observing particularly strong levels of US visitors.

International media met with President Higgins at the Áras as part of their itineraries which were prepared

by Fáilte Ireland.

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GROWING BUSINESS

Building a better future in the British Market In these challenging economic times, knowing how to grow your business is a particularly important issue for Irish tourism businesses. Great Britain is the largest single source market for visitors to the island of Ireland and represents a significant opportunity for Irish tourism.

Despite recent and current market challenges, the British market, with its population of 60 million, continues to represent significant potential for Irish tourism businesses.

Over the past few weeks Fáilte Ireland has held a series of dedicated GB Market workshops across the country sharing new research and insights about the different types of GB Consumer and which ones are most likely to visit here. The workshops stress the importance of developing the right type of compelling experiences tailored for the British market if we are to grow this market share.

Hotel & Restaurant Times met with Tracey Coughlan of Fáilte Ireland, to find out more about these workshops and what Ireland needs to do to win back the British visitor.

H&RT: Why did Fáilte Ireland decide to hold these workshops?

TC: As many of your readers may know, last year, the Tourism Recovery Taskforce which included representatives from Fáilte Ireland, Tourism Ireland, the Northern Ireland Tourist Board, the Irish Tourist Industry Confederation and other industry members -published a seminal strategy to radically revitalise performance in the British market. This report, GB Path to Growth, set out a new plan for restoring growth by identifying areas of best potential growth and recommending that future marketing and development plans be focused intensely on these.

These workshops are a natural progression from the report and are all about helping businesses to get a better grasp of the insights contained in our new Sales Connect GB Toolkit which builds on the insights in the strategy.

Our online Sales Connect GB Toolkit does contain an awful lot of information.

The workshops are merely a vehicle to help local businesses digest this information in the most effective way and to see how interacting with the online supports can be of benefit.

H&RT: So how can Ireland’s tourism industry get a larger chunk of the British market?

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Martin Potts, Fáilte Ireland, right, talks to Paul Diver, Sand House Hotel and Bernadette Coffey, Sligo Park Hotel, at a Failte Ireland workshop, to help tourism business in the North West gain more business from Great Britain, in the Central Hotel, Donegal.

TC: When it comes to growing our share of the GB market, we must capture the imagination of the GB consumer by selling experiences which can be had ‘only in Ireland’. We need light a fire under this market and create a sense of urgency around taking a holiday in Ireland and position Ireland as a destination that needs to be visited ‘now’ rather than one that can be visited later down the line.

Crucially, one size does not fit all. There is no typical Briton but rather different types of British visitors - up to seven or eight different segments. Not all of these want or will come to Ireland so the canny business needs to target the most likely prospects. In other words, we need to understand what segments of this market are most likely to respond to Ireland’s call and offer us the greatest potential.

Then we can create the experiences that our best prospects are looking for when they plan a break.

H&RT: Tell us more about these target segments?

TC: As part of the Tourism Recovery Taskforce’s report - GB Path to Growth - three distinct types of British visitor were identified as having the greatest potential for Ireland - ‘social energisers’, the ‘culturally curious’ and the ‘great escapers’.

Each of these consumer segments is looking for different experiences and therefore needs to be targeted differently.

Young adults and couples, known as ‘social energisers’, are seeking experiences

Stephen Ryan, Foto Wildlife, Tracey Caughlan, Fáilte Ireland, Josephine O'Driscoll, Fáilte Ireland and Kevin Cullinane, Cork International Airport.

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GROWING BUSINESS

At the Dublin GB workshop which was held in the Morrison Hotel, were (l. to r.): David Cleary, Manor House Hotel; Tracey Coughlan, Fáilte Ireland; Una Connolly, The Church Café Bar; and Anne Marie Mullen, Wynns Hotel.

that offer them with excitement and an adrenalin rush, day and night. Almost half of them (48%) are under the age of 34 and they want to be able to share their ‘out of the ordinary’ city breaks and getaways immediately and publically - i.e. through social media.

The ‘culturally curious’, on the other hand, are an average age of 55 years, and are looking for true discovery and authenticity. They want to explore new and different culture in all its facets, from civilisation and history to local traditions. Their preferred activity while on holidays is a gentle exploration of the place and they will take part in walking, pleasure boating and cycling whilst ‘getting under the skin’ of their destination.

Not unlike the ‘culturally curious’, the so-called ‘great escapers’, generally in their early 30’s, also enjoy gentle exploration of a place. Once again walking, pleasure boating and cycling attract them but the difference for the ‘great escapers’ more than anything else is that they are not so much looking for culture but rather are seeking experiences that will free them from the bonds of everyday life, immerse

themselves in remote beauty and history while recalibrating with their loved ones.

H&RT: Surely Ireland has all of these ‘experiences’, what are we missing?

TC: Knowing the experiences sought by these segments is just one part of the journey. What tourism businesses need to do now is identify and package themselves in a way that is particularly attractive to one or more of these segments.

Hence, we decided to hold these workshops. They were very much ‘handson’ and practical events. Tourism businesses attending were asked to use their imagination and try to walk in the shoes of the different types of British visitor and visualise what it is that they would want to do while visiting their area.

We looked at everything they might do or engage with on such a visit, including the food experiences these visitors would like to have. One really concrete result was that we developed a number of really attractive itineraries for businesses to use to better communicate the wonderful experiences they have to offer for the particular British visitor they are targeting.

H&RT: But don’t British visitors view Ireland as an expensive destination?

TC: It’s true that the GB visitor is also seeking value for money but research in relation to GB value perceptions, as well as findings from price comparison studies, highlights how typical menus in Irish hotels and restaurants compare favourably in terms of ‘value for money’ (VFM) when compared with their equivalents in Britain.

We are becoming much more competitive in this space than we were during the boom.

H&RT: Are there any other areas where action is needed if we are to win back the GB market?

TC: The workshops also tackled the digital arena, and this is another important area when targeting GB. One of the main messages we highlighted at the workshops was the importance for businesses to be ‘mobile ready’.

With more than 56% of GB consumers owning a smartphone and up to 33% of ‘last minute searches’ for accommodation from the GB market coming from mobile devices, (Google UK Survey),the importance of being ‘mobile’ when it comes to promoting your tourism business to the GB market cannot be underestimated.

For that reason, we were determined to build in the whole area of digital into the Sales Connect Toolkit and we have a special webinar dedicated to this very topic.

Anyone looking to find out more about Fáilte Ireland’s Sales Connect GB Toolkit can find out more and download the research and toolkits at www.failteireland.ie H&RTT APRIL/MAY ‘13

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INNOVATION

The OnAir system from VDA

Interactive TV has been around for many years, and although in the past the Systems included pay movies (that provided revenue streams), plus all of the usual features, such as hotel information, the world is now changing and guest requirements within room entertainment has moved on.

“ VDA have incorporated a Wi-Fi access point within their new On Air television system to provide a one to one broadband connection in each bedroom to create a secure Wi-Fi bubble for guests

Wi-Fi and internet connectivity used to be a nice feature to have,but nowadays it is a mandatory service that the hotel has to provide, with the guest demanding more speed and better connectivity. This has subsequently created many issues withWiFi networks within hotels, with guests having more and more issuing connecting.

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In most cases, hotel Wi-Fi access points are placed in bedroom corridors, that each feed a quantity of guest rooms, and this was adequate when the guest was simply using a laptop for basic tasks such as checking e-mail or the news. But now guests are using multiple devices such as smartphones, tablets iPads and Laptops to connect to the Internet, not only for business, but for social networking and streaming video content, and as such, these take up a great deal of bandwidth, with guests within the bedrooms encountering many connection issues.

VDA, through their new OnAir Television System, now have incorporated a Wi-Fi access point within their new unit to provide a one to one broadband connection within each bedroom, thus creating a secure Wi-Fi bubble for the guests.

The System allows the hotel to provide the option to allow the guest a free connection to the internet at a limited bandwidth, to check emails and browse the web, whilst charging a guest that wishes to connect at a higher bandwidth to watch

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INNOVATION

Case Study: The Marker Hotel

streamed content. This clearly provides the hotel with a revenue potential whilst providing the guest with a better internet experience.

The OnAir box from VDA also incorporates a fully Digital TV over IP decoder, providing true digital television with an almost infinite choice of channels. And through the Wi Fi Bubble within the room, the guest may utilise it to digitally stream their own content to the television, such as pre-recorded video, music, and photographs from a mobile device. The mobile unit can also control the TV channels and volume through the VDA Hotel OnAir mobile application.

The link to the Mobile Application, is provided by the hotel, and accessed by the guest. Here the guest downloads the free App from the Apple App store or Android Marketplace on to their device. With this facility the hotel has the option to inform the guest with up to date, real time information, about the hotel’s facilities, before, during, and after their visit.

With VDA’s Power Concierge the hotel may send out booking confirmation emails to their guests, incorporating all relevant guest information in a professional and attractive e-mail, giving the hotel an opportunity to offer the guest a pre-arrival choice to upgrade, or have their room more personalised such as arranging a romantic surprise for a loved one on arrival? The hotel may also offer extended stay discounts, or recommend and advertise cultural events such as who is playing at The O2, or at the Bord Gáis Theatre.

The VDA OnAir system is a low cost option for hotels, that facilitates a superb new way of communication with the guest.

Warren Edwards, General Manager, VDA Ireland, Stonewell House, Cloughanover, Headford, Co Galway 093 36691 086 825 7171

VDA were commissioned by the Developers of the hotel, to provide an interactive TV system. This occurred a long time before Interstate became the operators for The Marker, and more recently together with the hotels management and Interstate, a decision was made to upgrade the existing equipment already installed within the hotel, to VDA’s newest OnAir in-room entertainment system, so that all guests would have the latest technology for delivery of content and connectivity within the room.

The OnAir system provides the guest with over 60 x IPTV television channels in stunning digital quality, including multi lingual channels. OnAir also provides access to many different Apps that include Weather, Music, News and Hotel graphical and video Information, music on demand and up-to-date special offers from the hotel.

VDA installed 32” and 40” Samsung LED Televisions in all the bedrooms and suites, and were contracted to undertake the installation of a new public Wi-Fi network, not only for the guest internet connectivity, but also able to host Wi Fi Phones and Staff communication/connectivity for all areas of the hotel.

VDA are a company that provides hotels with entertainment systems worldwide. VDA have been in Ireland for over ten years, and service over 10,000 hotel rooms, within over 50 hotels, ranging from three star hotels to five star hotels.

The New VDA OnAir system is currently in operation and available at The Marker, The Morrison, The Beacon, The Morgan, and Diamond Resorts Golf Resort in East Clare.

vda@eircom.net H&RT APRIL/MAY ‘13

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CONFERENCES

DIT Cathal Brugha Street to play host to international conferences DIT Cathal Brugha Street are playing host to two international conferences in the next year which will have relevance to those in the industry.

ENTER 2014, January 2014 Tourism and Technology Today the importance of having the right technological solutions for your business cannot be overstated. Whether it is using Social Media tools to maximise engagement with your customers, developing powerful Customer Relationship Management solutions to allow accurate targeting, or having Electronic Distribution Systems that are best-in-class, the conference will offer valuable insights. Next January some of the top international experts on tourism and technology will be visiting Dublin for ENTER 2014.

DIT will be the local conference organisers and partners for ENTER 2014 to be held next January. The conference, with about 350-400 international delegates, is the world’s largest Tourism Information Technology annual conference bringing experts from industry and academia together under the one roof.

A novel feature of the conference is that it is being generously hosted by Google at the new Google Foundry - and delegates will be among the first to experience this purpose built conference facility on the Google campus. 2014 sees the 21st anniversary of the event and is the first time that it has been held in Ireland. Among the speakers who will be participating are representatives from Google, Facebook and Tourism Ireland.

Of particular interest to Irish hotel and tourism professionals will be the Irish Day, to be held on Wednesday, January 22nd : it is a one day stream at the conference and is a showcase of all that is good and great in Tourism Information Technology from the Island of Ireland. As well as speakers from a wide variety of Irish companies in the tourism/technology space, a panel 24

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discussion will be held to address the topic: “How Technology Enables the Irish Tourism Product: A 2020 Vision”. We envisage the panel consisting of five members including some of the bigger players from IT and hospitality and tourism domain.

The panel will take place on the afternoon of the 23rd of January 2014, will run for about an hour and will be chaired by Alex Gibson from the DIT. For further information the website address for the conference is www.Enter2014.org ATLAS SIG Business Tourism Conference, November 2013 Following a number of really challenging years, 2012 saw a rebound in the business tourism sector. Meeting planners in particular have developed renewed confidence in the Irish tourism product, with the Convention Centre Dublin proving a catalyst for this sector. It’s appropriate therefore that DIT are hosting an international conference to address how educators and industry can work more closely to build the business tourism sector. In November of this year, the School of Hospitality Management and Tourism, DIT will be hosting for the second time, the ATLAS Special Interest Group (SIG) International Business Tourism Conference. This event was first held in DIT in 2005. On the eve of its 10th birthday, it is appropriate to bring it back to Dublin in the year of The Gathering. The conference has been held in such diverse places as Mannheim, Liverpool, Estoril, Copenhagen and last year in the Università della Svizzera Italiana Lugano Switzerland. In 2007 Lathi, Finland and Tallinn, Estonia joined forces to host a very successful conference. Although a relatively small meeting in comparison to some it is a very productive and energetic group that are intent on developing their research and knowledge of the business tourism area.

The SIG Business Tourism Conference brings together mainly lecturers and researchers specializing in business tourism, but also business tourism practitioners, consultants and students. Attendees attend principally from European educational institutions, but it has also attracted delegates from such far flung places such as Australia, China and Thailand.

The theme for this year’s conference is “Business Tourism: Industry and Education Working Together”. It will commence on Sunday evening the 3rd of November with an informal dinner. Registration will take place in the College on the Monday morning, followed by the keynote and other presentations.

The social event on Monday evening will be used to provide our visitors with all that is good about Irish hospitality. The presentations and final keynote will continue on Tuesday with a culminating in a farewell address early evening. Industry representatives are most welcome and it is planned to hold an industry panel as part of the proceedings. Contact Lucy Horan for more information 01 402 4398 lucy.horan@dit.ie

The Kitchen @ The Tullylagen Country House Hotel

40B Tullylagen Rd, Cookstown, Co Tyrone

www.tullylagenhotel.com

Vintage Cocktail Club

15 Crown Alley, Temple Bar, Dublin 2

www.vintagecocktailclub.com

Lisbunny Business Park, Nenagh, Co Tipperary

www.quigleys.ie

Quigley’s of Tipperary

Thurles Shopping Centre, Slievnamon Rd, Co Tipperary

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Quigley’s of Limerick

Cruises St, Co Limerick

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Quigley’s of Dublin

Ilac Centre, Henry St, Dublin 1

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Quigley’s of Roscrea

Unit 6A Roscrea Shopping Centre, Roscrea, Co Tipperary

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Quigley’s of Thurles

45 Liberty Sq, Thurles, Co Tipperary

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Quigley’s of Nenagh

9 Kenyon St, Nenagh, Co Tipperary

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Quigley’s of Athlone

Athlone Towncentre Shopping Centre, Athlone , Co Westmeath

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Quigley’s of Tullamore

Patrick St, Tullamore, Co Offaly

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Quigley’s of Kilkenny

MacDonagh Junction, Kilkenny City, Co Kilkenny

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Quigley’s of Dooradoyle

Crescent Shopping Centre, Dooradoyle, Co Limerick

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Quigley’s of Limerick City

Parkway Shopping Centre, Dublin Road, Co Limerick

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Quigley’s of Kildare

White Water Shopping Centre, Newbridge town, Co Kildare

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Quigley’s of Carlow

Shamrock Plaza, Shamrock Sq, Carlow, Co Carlow

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Quigley’s of Douglas

Douglas Village Shopping Centre, Douglas, Co Cork

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Café Q Tullamore

Main St, Tullamore, Co Offaly

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Café Q Nenagh

63 Pearse St, Nenagh, Co Tipperary

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Juju @ The Johnstown Inn

Johnstown Lodge, Naas, Co Kildare

The Hot Stove Restaurant

38/39 Parnell Square West, Dublin 1

www.thehotstoverestaurant.com

The Rathmines Inn

82 Lower Rathmines Road, Dublin 6

www.therathminesinn.ie

The Sussex

9 Sussex Terrace, Upper Leeson St, Dublin 4

www.thesussex.ie

Acorn Restaurant @ Castle Oaks House Hotel

Castleconnell, Co Limerick

www.castleoaks.ie

N Square Steakhouse & Seafood Restaurant

Camden Wharf, Camden Quay, Co Cork

www.nsquare.ie

Il Fornaio Raheny

55 Kilbarrack Rd, Raheny, Dublin 5

www.ilfornaio.ie

Il Fornaio IFSC

1B Valentia House, Mayor Square, IFSC, Dublin 1

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Bella Vista Bar & Bistro

Shore Road, Strandhil, Co Sligo

www.bellavista.ie

Andy’s Bar & Restaurant

12 Market St, Monaghan Town, Co Monaghan

www.andysmonaghan.co.uk

Kai Café & Restaurant

Sea Road, Galway City, Co Galway

www.kaicaferestaurant.com

The Food Game

10 South Lotts Road, Ringsend, Dublin 4

www.foodgame.ie

Deville’s of Dalkey

25 Castle St, Dalkey, Co Dublin

www.devilles.ie

Butterrock Restaurant

Main St, Dungloe, Co Donegal

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Guy’s Bar

Main St, Clifden, Co Galway

www.guysbarclifden.com

Snailbox Bar & Restaurant

Kilmoon, Ashbourne, Co Meath

www.snailbox.ie

The Czech Inn

Essex Gate, Old City, Temple Bar, Dublin 2

www.czech-inn.org

The Living Room

Cathal Brugha Street, Dublin 1

www.thelivingroom.ie

The Long Stone Bar

The Long Stone Bar, Dublin 2

www.thelongstone.com

Murray’s Bar & Grill

33-34 O’Connell St Upper, Dublin 1

www.murraysbar.eu

NEW Associate MEMBERS Nutri Count

11 The Monks, Kilmoney, Carrigaline, Co Cork

CBE

IDA Business Park, Claremorris, Co Mayo

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Mainly Menus

Coolforce, Monasterboice, Co Louth

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Cusken Cash Registers

Cusken House, Castletown Rd, Dundalk, Co Louth

www.cusken.ie

Thermomix

Thorp Building, Whitmore Lane, Ascot SL5ONS, England

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San Pellegrino

Stafford Lynch Ltd, 101 Northwest Business Park, Ballycolin, Blanchardstown, Dublin 15

www.staffordlynch.ie

UPC Ireland

Building P2, East Point Business Park, Clontarf, Dublin 3

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Total Produce

13-17 Little Britain St, Dublin 7

Jobs.ie

Ground Floor, Malthouse, Grand Canal Quay, Dublin 2

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Odaios Foods

11 Magna Drive, Magna Business Park, Citywest, Dublin 24

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Restaurants Association of Ireland 11 Bridge Court – Citygate - St. Augustine Street - Dublin 8 - Registered Company No. 56224 Official Sponsor of

FOODforTHOUGHT

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Sommelier Graduation On Monday 25th February, in conjunction with the Irish Guild of Green Hibernian Club. Participants of our 2012 Autumn Course graduated with a glass of champagne provided by Searsons. Stephanie Wimber of Thornton’s and Evelyn Moriarty of the Park Hotel, Kenmare came top of the class and were presented with salvers. Mariola Nowakowska of Thornton’s was awarded with a gold medal for being the Best Wine Taster.

Mary O’Callaghan, President of the Irish Guild of Sommeliers, and Pádraig Óg Gallagher, Vice President of the Restaurants Association of Ireland,

Our next Autumn Sommelier course will start on September 9th, keep an eye on www.rai.ie for more information!

Presentation of Benevolent Fund Cheque We presented our Patron charities, 1Life & The RISE Foundation, with cheques from our recent Coffee Day fundraiser, and a donation from our Golf Society’s fundraising efforts.

RAI president Brian Fallon, RAI Benevolent Fund Charity Representative Paul Cadden & Glanbia’s Paul Flynn presented Ciarán Austin from 1Life a cheque of €3,560 to continue their great work and keep their suicide helplines open.

A second cheque of €5,000 was presented to Frances Black of The RISE Foundation. The money will go towards their next Family Restaurants Association of Ireland Programme in May, which has been developed to create awareness and educate families with loved ones in addiction.

11 Bridge Court – Citygate - St. Augustine Street - Dublin 8 - Registered Company No. 56224

Official Sponsor of

FOODforTHOUGHT

Patrons:

FOODforTHOUGHT

FOODforTHOUGHT

Tweets of the Month @ RAI_ie

Odaios Foods Tented Food & Drink Exhibition #2

See what’s cooking from Kettyle Irish Foods, explore our brand new range of Fruit and Vegetables, visit the Learning Lounge for Chocolate and inspire your menu with a vast range of new foods and ideas.

Meet over 50 producers including Kettyle Meats, Blazquez Iberico Ham, Castaing Foie Gras, Procanar, Loste, Valrhona, Elle & Vire, La Fruitière, Dossche Mills, Château Blanc, Arbutus, Dawn, 3 Toques, Panibois, Bordier, Eurovanille, Cornish Sea Salt, Benoit’s Chocolate Factory, Union Coffee, Belvoir, Mövenpick and many more…

@RiverbankRestau: Fingers crossed for the Connacht awards tomorrow night in Galway!! Hope we bring something home! @RAI_ie @restawards

AGM- Date for your Diary!

The Restaurants Association of Ireland AGM & Conference will take place on April 30th in The Marker Hotel, Grand Canal, Dublin at 9.30am.

The Conference will be chaired by John Healy and speakers on the day include Shane Craddock, John Mullins, Julie O’Neill, Terry Pennington and many more!

The Presidents Lunch will take place on that day and the new President of the RAI and new council will be elected. We would like to sincerely thank Brian Fallon, of Fallon’s of Kilcullen, for his great two years of service with the RAI. He has been a fantastic ambassador of the association and has led us through these turbulent times with eloquence and a twinkle in his eye. We will enjoy working with his successor and having Brian on the council for many years to come. Tickets for the Conference and Presidents Lunch are €80 for members and €120 for non members. Book your tickets at info@rai.ie or call 01-67799001.

The Leinster Regional Event of the Irish Restaurant Awards will take place on the evening of the AGM at 7:30pm. Tickets are available from the for €30 per ticket/ 2 for €50/ 5 for €100.

Official Sponsor of

FOODforTHOUGHT

Industry Categories Voting in the Industry categories commenced on April 4th. Voting in these categories is exclusive to Restaurants Association of Ireland members only, with members competing for: Best Club Restaurant Best Seafood Experience Best World Cuisine Best Newcomer Best Café Most Innovative Restaurant Best Restaurant Design Best Cocktail Experience Best Restaurant Manager Best Cookery School Best Supplier Best Digital Marketing RAI Members have been sent a unique code to vote in the Industry category. The winners of the Industry Categories will be announced at the All-Ireland event on 10th June, 2013.

Tickets are priced at €130 for the All-Ireland Event, and can be bought directly from Sinead on (01) 677 9901 or sinead@rai.ie.

Welcome to our new Patron San Pellegrino!

We’d like to welcome our new patron San Pellegrino and Aqua Panna. They are managed in Ireland by Stafford Lynch. We look forward to working with them in the future and we welcome them to the RAI family!

Retweeted by RAI Congratulations to @ Stephousehotel in Carlow, Bord Bia’s Just Ask! Restaurant of the Month for April 2013 http://www.rai.ie/ news-bord-bia #bordbia

SAVE THE DATE: 20/21 MAY 2013 FITZWILLIAM SQUARE, D2

NEW RESTAURANT MEMBERS

@QTComments: At the @ RAI_ie NW branch meeting in the beautiful @ealabhansligo restaurant. Surrounded by WB Yeats highlights

The Brass Monkey

12 West Pier, Howth, Co Dublin

www.brassmonkey.ie

Dooleys of Edmondstown

Edmondstown, Ardee, Co Louth

www.dooleysrestaurant.ie

Las Rada Tapas Bar

New Row, Naas, Co Kildare

La Bucca Ashbourne

Corballis, Demesne, Ratoath, Co Meath

www.labucca.ie

La Bucca Dunboyne

The Green Centre, Dunboyne, Co Meath

www.labucca.ie

Retweeted by RAI This #StPatricks weekend, be sure to get out & support your local restaurants, who are supporting local producers & economy #positiveireland

Randaddy’s Café & Restaurant

Lahinch Beafront, Lahinch, Co Clare

www.randaddys.ie

Ghan House

Carlingford, Co Louth

www.ghanhouse.com

Stateside American Restaurant

Unit 7, Riverside Retail Park, Neil T Blaney Rd, Letterkanny, Co Donegal

www.stateside.ie

Las Tapas De Lola

12 Wexford St, Dublin 2

www.lastapasdelola.com

The Tea Rooms

Main St, Lucan, Co Dublin

Ballyvolane House

Castlelyons, Co Cork

www.ballyvolanehouse.ie

Rumours Bistro

The Village , Glenbeigh, Co Kerry

www.rumoursbistro.com

Capones

1 Unit, Kingston Hall, Kingston Road, Co Galway

www.capones.ie

The Winter Garden Restaurant @ Red Cow Moran Hotel

Naas Rd, Dublin 22

www.redcowmoranhotel.com

Brasserie @ Bewleys Hotel Ballsbridge

Merrion Road, Ballsbridge, Dublin 4

www.bewleyshotel.com

Brasserie @ Bewleys Hotel Leopardstown

Central Park, Leopardstown, Dublin 18

www.bewleyshotel.com

Brasserie @ Bewleys Hotel Newlands Cross

Newlands Cross, Naas Road, Dublin 22

www.bewleyshotel.com

Brasserie @ Bewleys Hotel Dublin Airport

Stockhole Lane, N32 Junction, Co Dublin

www.bewleyshotel.com

Watermarq @ Silver Springs Moran Hotel

Tivoli, Cork City, Co Cork

www.silverspingsmoranhotel.com

New Maharajah

1 Belgard Square West, Tallaght, Dublin 24

Corner House Bistro

Dublingate St, Athlone, Co Westmeath

Lennox Café Bistro

31 Lennox Street, Dublin 8

The Table

The Table, 1-2 Portobello Rd, Dublin 8

The Happy Pear

Church Road, Greystones, Co Wicklow

The Candied Walnut Restaurant

Kilnacourt House, Portarlington, Co Laois

www.thecandiedwalnut.ie

Maryborough Hotel & Spa

Maryborough Hill, Douglas, Co Cork

www.maryborough.ie

The White Lady Restaurant @ The White Lady Hotel

Kinsale, Co Cork

www.whiteladyhotelkinsale.ie

Rory’s Bistro

Woodford Walk, Clondalkin, Dublin 22

www.rorybistro.ie

Dan Cronin’s Bar & Bistro

The Square, Newcastle West, Co Limerick

www.dancroninsbar.com

The Gathering Ireland Lapel Pins

The RAI has produced for all Restaurants. As an industry it is important that we support this national campaign to drive tourism to our country and to ensure that those who do visit, enjoy their stay. If you are interested in purchasing some pins for your staff, please contact e-mail info@rai.ie (Pins cost €1 each)

Patrons:

Trade event by invitation only in a unique botanical Georgian setting in the heart of Dublin 2. To register your interest in attending contact Odaios Foods on +353 (0)1 4691455 or email events@ odaios-foods.com. For an overview of last year’s event visit www.

Official Sponsor of

FOODforTHOUGHT

Patrons:

www.lennoxcafe.ie

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COMPETITION

Bowe back on the wing for best carvery Irish and Ulster rugby ace Tommy Bowe is back as ambassador for the fourth annual Great Carvery of the Year competition

Polish off your carvery knifes - the Great Carvery of the Year competition is back!

Now entering its fourth year, the all-island competition is firmly established as the premier carvery competition on Ireland and Northern Ireland’s culinary calendar.

Lining out with the Great Carvery team again this year is Ireland and Ulster rugby star Tommy Bowe, who, as competition ambassador, is calling on pubs and hotels across the country to fire up their carvery units in a bid to be crowned Ireland’s Great Carvery Public House of the Year and Great Carvery Hotel of the Year.

Speaking at the launch of this year’s competition, Tommy Bowe said: “Last year’s competition was really great fun. I was blown away by the response from pubs and hotels across the country, and was even more impressed by the calibre of venues that made it through to last year’s Grand Final.

“Looking forward to this year’s competition, I’m excited to see how the pubs and hotels in Ireland and Northern Ireland will raise the bar again. Last year’s winners the Elm Tree in Cork and Harvey’s Point in Donegal - have set an exceptionally high standard, but, looking at the number the quality venues in all 32 counties, I’m confident that we’re going to have some serious competition served up.”

Each year, the Great Carvery of the Year competition acknowledges Ireland and Northern Ireland’s love of carvery, recognising the very best pub and hotel carveries that the island has to offer. Equally looking forward to this year’s competition is Mark McCarthy from Unilever Food Solutions, who will lead the judging panel for the third year running.

“Great Carvery is a really special competition,” he explains, “and, judging by the response we get year on year, it is clear that carvery is something that remains close to the hearts of the nation. At Unilever Food Solutions, we know that times are tough for a lot of pubs and hotels because of the difficult economic climate, but we strongly feel that carvery is something truly unique to Ireland and that we should be showcasing it as one of the Irish foodservice industry’s unique selling points.

“The aim of this competition is to recognise and acknowledge the very best that Irish, and Northern Irish, pub and hotels have to offer. For me, a great carvery meal is about more than just the quality of the food served. It is about atmosphere, valuefor-money and top-drawer customer service and attention. I can’t wait to see - and sample - what the 2013 competition serves up!”

Launched in 2010 by Unilever Food Solutions Ireland, Great Carvery of the Year is an all-island search for Ireland’s best pub and hotel carvery. Due to a hugely successful first year, the competition was expanded to create two separate categories of winner in 2011: the Great Carvery Pub of the Year and Best Hotel

Carvery of the Year. Last year was the biggest year yet, however, as the competition was extended to include Northern Ireland for the first time. An online public vote was also introduced from which a top three shortlist of Best Hotel Carvery and Best Pub Carvery from each region Munster, Leinster, Connacht and Ulster was determined.

Due to the success of last year’s online public vote, this year it has been decided to introduce a text vote alongside the online campaign.

“The Irish and Northern Irish public really got behind the competition last year,” continues Mark McCarthy of Unilever Food Solutions, “which is why we decided to introduce an additional way to vote this year. At the end of the day, the competition is about finding the very best carvery on the island, and we couldn’t do this without the support of the public.”

Once the public has chosen its regional shortlist, Mark McCarthy and a team of mystery shoppers will have the unenviable task of whittling these venues down to just eight regional winners. This will involve mystery visits to venues across the country before the eventual Great Carvery Public House of the Year and Great Carvery Hotel of the Year, along with the regional winners, will be unveiled at the Great Carvery of the Year Grand Final this September.

The overall winning venues will each receive PR to the value of €2,500 and marketing support also valued at €2,500 for each venue. The winners’ prize also includes a specially commissioned wall plaque and commemorative chalkboard to remind customers that they are about to sit down and enjoy the best carvery in Ireland.

The registration deadline for Great Carvery of the Year 2013 is Sunday, 26th May 2013 after which voting will be opened to the public. This year, the public can vote via text message or through the Great Carvery website - www.greatcarvery.com.

The regional winners and overall Great Carvery Pub of the Year and Great Carvery Hotel of the Year will be announced at the Great Carvery of the Year Grand Final in Dublin in September 2013.

For registration details and more visit www.greatcarvery.com.

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TOURISM

Tom Cruise celebrates his Irish family connections “I can’t wait to come back,” he says Hollywood star Tom Cruise took a break in Dublin when he was here recently to promote his new film ‘Oblivion’, to celebrate his Irish family history. “I can’t wait to come back”, he said, as he received his Certificate of Irish Heritage from the Tánaiste and Minister for Foreign Affairs, Eamon Gilmore.

“It’s a great honour for me and my whole family - I can’t wait to bring it back to them and enlighten them on their history,” he continued. “I’m very proud to be Irish. There’s a pride in America of being Irish. I can’t wait to come back and I want to visit the land of my ancestors and the castle that they had.”

Research commissioned by Tourism Ireland to mark The Gathering Ireland and Ireland’s “Family History Year” uncovered an amazing history, linking Tom Cruise to 12th century knights, 17th century rebels and a hero - Patrick Russell-Cruise - who reinstated tenants on his Irish lands following evictions in the 19th century.

Tourism Ireland is encouraging people with Irish connections throughout the world to follow in Cruise’s footsteps, to visit in 2013 and to explore and celebrate their heritage and ancestral links. Mark Henry, Tourism Ireland’s central marketing director, said: “In this special year of The Gathering, people all over Ireland are organising events to welcome home those with Irish heritage.

We are calling it “The Gathering - Ireland’s Family History Year”.

With an estimated 70 million people across the world claiming links or affiliations with the island of Ireland, Tourism Ireland is

actively reaching out to the Diaspora this year. We are inviting them to visit Ireland, learn more about their heritage and explore the places their ancestors came from. For those with a deeper interest in their ancestry, there are more talks, seminars and clan gathering taking place in 2013 than ever before. Our message to the Diaspora throughout the world is that there has never been a better year to visit Ireland, to trace their ancestry and learn more about their Irish roots.”

‘Gathering’ garden scoops three awards

Ireland welcomes prestigious travel conference

A Tourism Ireland-sponsored ‘Gathering’ garden scooped the ‘People’s Choice Award’ for best overall garden 2013 at Canada Blooms in Toronto, the largest flower and garden festival in Canada.

Tourism Ireland arranged for leading Canadian landscape designer, Anna van Maris, to create a ‘Spring Gathering Garden’, to highlight The Gathering. Canada Blooms is a hugely popular show - attracting over 200,000 visitors - providing an excellent opportunity to showcase The Gathering and the wonderful gardens right around the island of Ireland to a large audience of potential Canadian holidaymakers. Voting for the ‘People’s Choice Award’ took place among visitors to the ten-day Canada Blooms show. The garden also took two other awards ‘outstanding use of natural stone’ and ‘outstanding interpretation of sponsor’s message’.

The winning garden was a 2,600-foot lush green landscape designed to bring the beauty of Ireland’s rich culture, history and scenery to life for visitors to the show. Features included archaeological, cultural and geological elements - such as the Passage Tomb at Newgrange, the gardens at Blarney Castle, the peatlands of Co Offaly and the Giant’s Causeway, standing stones, dolmens and Dublin’s famous cobbled streets.

Representatives of 33 national tourist boards from around Europe were in Dublin recently for their Executive Council meeting. The European Travel Commission (ETC) is a non-profit making organisation with its headquarters in Brussels. Its Executive Council meetings are held twice a year and - at the invitation of Tourism Ireland, which is a member of the ETC - their 84th meeting took place in Dublin to mark the special year of The Gathering Ireland. Tourism Minister Leo Varadkar addressed the delegates from the ETC. The agenda for their meeting included the appointment of a new President - Manuel Butler, director general of the Spanish Institute for Tourism.

Jonathan Sargeant, Tourism Ireland, in the award-winning ‘Spring Gathering Garden’ at Canada Blooms.

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Hollywood star Tom Cruise with his Certificate of Irish Heritage (centre); with the Tánaiste and Minister for Foreign Affairs Eamon Gilmore and Mark Henry, Tourism Ireland.

H&RT APRIL/MAY ‘13

Tourism Minister Leo Varadkar (centre); with Mark Henry, Tourism Ireland; Gergely Horvath, newly elected Vice President of the ETC; Niall Gibbons, CEO of Tourism Ireland; and Manuel Butler, newly elected President of the European Travel Commission (ETC).

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TOURISM

First Chinese Gathering of 2013 arrives A delegation of Chinese investors and entrepreneurs visited Ireland recently, taking part in the very first official ‘Gathering’ of 2013 from China.

The group - whose visit was assisted by Tourism Ireland consisted of four senior managers from the Shaoxing Hi Tech Zone, as well as eight entrepreneurs from Shaoxing city, one of China’s economic ‘hotspots’ right now. The Shao Xing Hi Tech Zone recently purchased the Irish Pavilion, built for the 2010 World Expo in Shanghai - and now plans to invest about €100 million (CNY800 million), to convert the pavilion into a multifunctional building, cultural hub and permanent landmark in Shaoxing.

Before they embark on this major project, the group from Shaoxing decided to undertake a fact-finding visit to Ireland, to get to know our country better. Because Cork is twinned with Shanghai, that was the first stop on their itinerary, where they had a meeting with representatives of the city council. They also spent time in Dublin where they enjoyed some sightseeing, taking in some of our major attractions including Trinity College and the Book of Kells and the Guinness Storehouse.

Susan Li, Tourism Ireland’s manager in China, said: “Although the major focus of Tourism Ireland’s promotional activity to highlight The Gathering this year is in countries with a strong Diaspora connection - like Britain, the US, Canada and Australia Tourism Ireland is also working hard in emerging tourism markets, like China, to raise awareness of Ireland. We have a busy

4.5 million British viewers tune in to Ireland on ITV’S James Nesbit’s Ireland

A massive audience of about 4.5 million TV viewers around Britain has been tuning in to images of Ireland, on ITV’s brand new series, James Nesbitt’s Ireland. Well-known actor James Nesbitt is presenting the eight-part series; he says the island of Ireland is “steeped in history, culture and characters. This is a country with heart and with soul”. He personally guides the viewers through life around the island of Ireland, touching on our culture, history and people and visiting places that are particularly close to his heart along the way. Tourism Ireland is capitalising on this wonderful exposure, highlighting the airing of the series with a specially-created page on its website and the headline “Homeward bound - James Nesbitt’s Ireland”. Tourism Ireland in London worked with ITV last year, helping to research locations and ideas for the series.

Pat Ledwidge, Cork City Council (third left), with Mr Zhang Tiefei, entrepreneur; Mr Wang Guangshan, director of the Didang sub-district office, Yucheng district in Shaoxing city; Mr Zhao Dingguo, Shaoxing Hi-tech Zone; Mr Mao Qinlang, Shaoxing City Management Law Enforcement Bureau, Economic Development branch; Mr Zhou Tan, Shaoxing Hi-tech Zone; and interpreter Ms Linlin Yu.

programme of promotions under way throughout 2013, placing the spotlight on the many great festivals and events taking place right around Ireland as part of The Gathering. Our message for Chinese holidaymakers is that there has never been a better time to visit.”

Highlighting the island of Ireland as a world-class business tourism destination More than 1,000 UK and international travel industry professionals came together at Battersea Evolution in London recently, for the annual Meetings & Incentive Travel Industry Awards, which were sponsored this year by Tourism Ireland.

Given that the audience included over 500 meeting, incentive, conferences and event organisers, the awards ceremony was an excellent platform for Tourism Ireland to highlight Ireland as a world-class business tourism destination, using the theme “Meet in Ireland, Connect with Excellence”.

There were two winners from the island of Ireland on the night: the Lagan Valley Island Conference Centre, which took a silver award for “Access Excellence”; and The Convention Centre Dublin, which took the gold award for “Best Overseas Conference Centre” (this is the second time that The CCD has won this award).

Donna Brogan, Dublin Convention Bureau; David Boyce, Tourism Ireland; Aoife Thomas, Derry Visitor and Convention Bureau; and Martin Lewis, managing editor Meeting & Incentive Travel magazine, at the Meetings & Incentive Travel Industry Awards.

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ONLINE MARKETING

Hotels - Ignore the mobile trend if you dare Cris Petcu, Online Marketing Specialist “Mobile” is the word on everyone’s lips these days. Leaving the house in the morning without your smartphone causes panic, anxiety and worry that the day is ruined without it.

Mobile search in particular is surging in an upward spiral. The growth levels of search through smart devices have eclipsed all past search growth trends and provides a big opportunity to all businesses with an online element, and especially to those in travel.

Google studies have shown that mobile searches in travel have the third highest follow-up actions of any industry, which is a lucrative opportunity to be seized (only the auto and beauty industries have more).

Hotels are a major part of this dynamic industry and are heavily affected by online trends. More and more hotel customers are going online everyday to check out latest deals, hotel locations, reviews and photos as part of their decision-making process, which means your hotel’s online visibility and presence on mobile is a vital point of contact. On April 11th, Booking.com announced on its website that mobile bookings had tripled year on year, proving that hotel customers are increasingly willing to book on-the-go.

With such high follow-up rates on mobile devices hotels need to provide their mobile visitors with mobile-centric information and show that they value and respect their visitors.

First impressions are very important and as mobile is fast becoming a hotel’s first introduction to their customer, mobile must be an integral part of online strategy.

Essential To Serve The Mobile Customer In recent study carried out by Google (http://www.google.com/think/researchstudies/creating-moments-thatmatter.html) some critical information resulted that really hits home the importance of mobile search in the travel industry. Results showed that the majority of the travel-based searches carried out on mobile were done not in a downloaded app but in a browser. About 12% of those mobile searches generated a purchase, which is a phenomenal conversion result.

Mobile-optimised websites can no longer be ignored.

More than one seventh of all travel searches on Google are via mobile. The 32

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reality for the hospitality industry is that, since it’s all about serving the guest, you cannot choose to ignore one seventh of your customers. It’s like telling every seventh person who walks into your hotel lobby that you’re not interested in their business. That would be commercial suicide, yet it’s essentially what many hotels are doing right now.

Another important factor to consider is that, according to Google, 81% of search coming through mobile is done for speed and convenience reasons. Mobile search is also responsible for pushing conversions through multiple channels as it can be the first point of contact between a hotel and customer before they action a booking. This means that there has never been so much evidence available to suggest that it is absolutely essential for hotels to provide focused, convenient and customised information to the mobile visitor as the potential value of this contact with the customer is huge.

Customised Mobile-Centric Websites or Responsive?

Mobile searchers are impatient and have specific needs compared with desktop users. A full website on a mobile screen does not service these needs so either the website must adapt or the approach must change more radically. A website needs to intelligently focus on the mobile visitor and provide them with what they are looking for - quickly, effectively and professionally.

Bookassist research has shown that the information sought by mobile users visiting regular websites, and their behaviour on websites, is markedly different from desktop users to the same websites. The popular and normally successful approach of responsive design, whereby the shape and layout of a regular website is adjusted to better match the mobile As most of a hotel’s screen size, is not proving to be the best mobile visitors come approach for hotels.

For example, based on tens of through search they should thousands of visits that Bookassist has be automatically directed tracked on hundreds of hotel websites, from the full website to a we developed our mobile optimised customised mobile website (or webapp) approach for hotels optimised website, to immediately offer the primary not presented with a information needed for mobile users question asking what they right on the front screen in prominent would like to do. touch-friendly buttons - easy booking, special offers, photos, social media, maps and directions and call-now buttons - while still allowing users to access the full website if they need to, just one tap away. This filtering out of all the unnecessary information targeted towards desktop users is the key to success on mobile.

As most of a hotel’s mobile visitors come through search they should be automatically directed from the full website to a customised mobile optimised website, not presented with a question asking what they would like to do. Such questions are just a barrier to conversion, since the question may not be understood, or the language may be incorrect, or the user may simply be impatient and dismiss it and move on (we’ve all been there!). You need to provide the user with the best possible experience for the platform they are on, while allowing them later to easily switch if they wish. That’s why Bookassist’s soultion takes the decision automatically based on the screen size of the user.

Providing your mobile visitors with a mobile optimised website shows that you respect and value this growing profile of visitor. As proof of its success, the Bookassist mobile-optimised website platform recently took second place in the Eyefortravel Mobile Innovation Awards in San Francisco in March 2013 (http://bookassist.org/mobile/).

“

Engage Your Direct Mobile Customer In The Right Place Proper mobile search optimisation and mobile search marketing ensure that your

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ONLINE MARKETING

Bookassist’s mobile website (webapp) solution for hotels. The platform was recently honoured on the world stage with a runner-up position against world-leading brands at the Eyefortravel Mobile Innovation Awards in San Francisco in March 2013.

hotel has the best opportunity to capture direct online business at the highest possible margin. Targeting mobile users with Pay Per Click (PPC) advertising has become a very important marketing tool in the process of mobile search and mobile sales. Google researchers have found that mobile PPC ads are most effective during goal-oriented searches, meaning when someone is ready to buy they are more likely to take interest in a mobile PPC ad then when they are not. Almost 59% of such goal-oriented people found that mobile ads were a useful resource at this stage of the decision making process.

Now Google is rolling out new Mobile Enhanced Campaigns, basically encouraging more and more advertisers to join the mobile PPC advertising space.

As search levels are surging on mobile devices this should not be ignored and will be embraced by many of the big players in the industry who already have a strong PPC presence on mobile. This means that targeted mobile PPC campaigns and professional mobile-centric websites will be key components of online strategy and help drive the surging revenue potential from the mobile search space.

Never has the importance of presenting your brand with intelligent, customised and effective information for your mobile visitors been so clearly evident, and to

back that up with mobile marketing that specifically targets your customer segments. Hotels were slow to embrace the internet 10 or 15 years ago and as a result lost ground in the space to large online travel agents, which dominate to this day. Now is the time to target and serve your direct customers on mobile.

Don’t miss the train this time. The evidence is out and is shouting, “All Aboard”!

Cristian Petcu is an Online Marketing Specialist with Bookassist (bookassist.com), the technology and online strategy partner for hotels.

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INTERVIEW

Fight for your rate Markus Luthe, Chief Executive, of the German Hotel Association is a political economist and currently chief executive of the German Hotel Association (IHA). His role includes responsibility for quality, marketing and distribution within the national trade association.

He recently presented a thought provoking insight to what really seems to happening with regard to the online distribution and the dangers it represents for the sector.

Can you give a brief outline of your career to date?

After my studies of Political Economy at the Universities in Fribourg (Switzerland) and Münster (Germany) I started my professional career in the German Parliament as a Political Advisor. My first role in the hospitality sector started in 1994 as Executive in the German Hotel and Restaurant Association (DEHOGA) and since 2001 in the German Hotel Association (IHA). I was elected as member of the Executive Committee of HOTREC Hospitality Europe in 2010.

What does your current role involve?

My main roles is lobbying and networking and I am also responsible for quality, marketing and distribution within the national trade association. Since 2012 I alos chair HOTREC’s Distribution Task Force working on an industry’s strategy on the challenges of the digital revolution. In DEHOGA I have responsibility for the German Hotel Classification since its market inception in 1996 and of the European Hotelstars Union since its foundation in 2009.

How do you see the overall picture with regard to global tourism growth or decline?

According to the UNWTO international tourist arrivals grew by 4% in 2012 and reached the more than a billion for the first time. Emerging economies (+4.1%) regained the lead over advanced economies (+3.6%), with Asia and the Pacific showing the strongest results in general and Central and Eastern Europe 34

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(+8%) topping the ranking. Growth is expected to continue in 2013 only slightly below the 2012 level (+3% to +4%) worldwide.We will face continued economic volatility around the globe, particularly in the Eurozone in 2013 and therefore international arrivals in Europe will grow at a reduced speed by +2% to +3% on our continent.

Are you concerned at how the “Web”is operating with regard to the Hotel sector or how the industry engages with it?

The market of online distribution is getting more and more important for the hospitality industry. Unfortunately, the number of relevant market factors is declining significantly and the market shows tendencies towards at least a narrow oligopoly. In the course of these developments, the hospitality sector in Europe, which in the main is made up off small and medium sized enterprises, faces practices in the field of digital distribution, hotel reviews and metasearches that many consider to be imbalanced or unfair. Examples include online marketing practices like brand bidding or domain grabbing. Hotels are losing sovereignty and control over their rates, distribution and products due to widely applied practices such as having rate parity imposed on them.

What do you see as future trends with regard to online bookings and price?

At the moment we see a lot of business models emerging that are configured in order to avoid rate parity comparisons (opaque booking sites, members only offers), to gamble with the room rate (back bidding, negotiating platforms) or to convert deal mentality to new devices (mobile same-daybooking apps).Most of them taking advantage of the weaknesses of the small and medium sized enterprises involved.

What are the main concerns you see with regard to companies such as Google or TripAdvisor?

We are worried that for instance the recent acquisition of Kayak by Priceline and Trivago by Expedia may mark the beginning of the end of independent search on the web. TripAdvisor will soon implement a rate comparison module as well. Google shows a strong tendency to favour paid advertisings more than organic search results. We therefore demand that metasearch engines should always include the hotel websites or the hotel companies’ computer reservation systems into their range of offer and display the results equally. Understanding the need to refinance, search engines should ensure that the best organic fit to a hotel request does not disappear in amounts of third parties’ adverts etc.

Is there any role for OTAs within the hospitality sector?

There is of course a role for OTAs in the hotel distribution, as they are consumerfriendly and (cost-) effective in penetrating distant markets, although I consider so called billboard effect as usually over-estimated. We are not at war with the OTAs, but we want to retain a level playing field.Our aim is to defend the multi-channelling option for hoteliers including direct distribution on the web and in the real life.

What advice would you offer to Irish hoteliers with respect to OTAs and the future?

My “advice” is the same one as to German hoteliers: Fight for your right to retain rate, distribution and product sovereignty with the hotel. Rate parity mandatorily imposed by intermediates across all online or even offline channels are levering out the pricing as a key market instrument at the disposition of the hotel entrepreneur and distorts competition results. The abolition of mandatory rate and availability parity is a prerequisite for a sustainable future development of the hotel market.

Are the issues you identified with respect to OTAs at the IHF redeemable?

IHF and IHA are cooperating closely bilaterally and in the HOTREC framework. Our points of view are the same and well noted for instance in our common HOTREC’s “Benchmarks on Fair Practices in online Distribution” (http://www.hotrec.eu/policyissues/online-distribution.aspx). No national association will succeed with this agenda on its own, but together we can.

Do you feel the issues you have raised need to be addressed at EU level?

For the time being we are working on the right approach towards the European institutions bearing in mind the already pending investigations by several competition authorities for instance in Austria, Germany, Great Britain or Switzerland. We feel confident that mandatory rate parity will soon be banned from the hospitality market.

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INVESTMENT

Investment Opportunity Crowe Horwath is one of Ireland’s leading Chartered Accountancy and Business Advisory practices and is the leading business and advisory consultant to the Irish hospitality industry. Crowe Horwath’s dedicated Hotel, Tourism and Leisure team comprises experienced accountants and hospitality consultants, who provide impartial expert advice on hotel, tourism and leisure projects at every stage of the lifecycle. The team also produce the Annual Crowe Horwath Ireland and Northern Ireland Industry Survey, which serves as a benchmarking tool for the sector. Crowe Horwath is the representative firm in Ireland of Crowe Horwath International, a worldwide group of independent accounting and advisory service firms with over 640 offices in 100 countries and 28,000 staff.

Aiden Murphy, a partner with Crowe Horwath, recently participated as a guest speaker at the Irish Hotel Federation’s Annual Conference which was held at The Malton Hotel Killarney in early March 2013. Aiden was asked to speak on the amendments to the Employment and Investment Incentive Scheme (EIIS) which has been extended to provide funding for the hotel sector.

The 2013 Finance Bill has expanded the Employment and Investment Incentive Scheme (EIIS) to include hotels and therefore opened a new source of equity investment for the hotel sector. The previous EII scheme approved by the EU in 2011 did not include hotels/ guesthouses/ self-catering companies in the list of eligible companies but the recent amendment has changed the list of qualifying companies and extended the scheme until year end 2020. The expansion of the EIIS was one of the initiatives recommended by Dr Alan Aherne, NUI Galway economist, in his report titled Time to Invest: Proposals to Restore Financial Sustainability to the Irish Hotel Industry. Dr Aherne suggested that including hotels in the scheme would create a new mechanism for providing funding to hotels and potential investors who were faced with banks that were unwilling to lend to the sector.

The EIIS allows individual investors to obtain income tax relief on investments made in each year of up to 41% on their total income in return for investing in new ordinary shares in qualifying businesses, such as hotels. There is no tax advantage to the company/hotel receiving the EIIS funding. This scheme is an extended version of the previous Business Expansion Scheme (BES). EII funding is likely to be used by hoteliers on its own or in conjunction with bank finance to allow for renovation, buyout or buyback and refinancing of undercapitalised hotels. A maximum of €10 million can be raised via EII, with a limit of €2.5 million in any 12 month period.

Certain restrictions apply as to the size and location of the hotels i.e. hotels located in “non-assisted areas” such as Dublin, Meath, Kildare, Wicklow and Cork city must be a small enterprise employing less than 50 employees and annual turnover not exceeding €10 million. Hotels located in the rest of the country or

“assisted areas” must have less than 250 employees and annual turnover below €50 million.

The criteria for approval for EIIS will include the submission of a marketing and business plan to Failte Ireland for their approval.

Likely investors are Irish tax payers on higher tax rates who have personal funds available for a minimum of 3 years investment and understand they are investing in a hotel business with all the associated risks and rewards. Relief is initially available at 30% in year one with a further 11% tax relief available where it is proven that employment levels have increased in the company over the initial three year period.

The key challenge for those seeking to use the EIIS will be the task of actually raising finance from private investors. The recent memory of the collapse in nearly all the investment asset classes following the downturn has made most investors risk averse. It is therefore anticipated that investors partaking in the EIIS will have personal knowledge of the hotel either as a family member, local business person or acquaintance of the owners.

In return for their capital investors will hold ordinary shares in the company for a minimum of three years after which the shares can be redeemed at market value.

This is different from the BES scheme which often set the buyback price at the outset giving added certainty to likely investment return and cost of finance.

The 2012 Crowe Horwath Annual Hotel Survey asked hoteliers to rank their concerns for the year ahead and it is not surprising that issues regarding the impact of banking decisions were a recurring feature. Many hotels are weighed down with unsustainable debt levels and don’t have the cashflow or available capital to reinvest in the property. The EIIS can be seen as an alternative source of finance for existing hoteliers and also for potential hotel owners who are considering acquiring distressed hotel properties at low market values.

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EII Scheme can help refinance hotels The Finance Act 2013 extends the scope of the Employment & Investment Incentive Scheme (EIIS) to include the operation of hotels, guest houses and self-catering accommodation. It is hoped that this change, which the Irish Hotels Federation had sought, will assist hotels in raising new share capital to help restructure their bank debt.

The aim of the scheme is to sustain and create employment. An individual who invests in a hotel operating company under the Scheme can get tax savings of 30% of the amount invested initially with a potential further 11% four years later if at least one new job is generated.

Example Carmel invests €10,000 in her parents’ hotel company, McCullagh Hotels Ltd, in 2013. She is a software engineer with an annual salary of €45,000. Carmel will save €3,000 income tax in 2013 and, if employment levels in the hotel company increase, she will save €1,100 income tax in 2016.

The Scheme is a successor to the Business Expansion Scheme (BES) but is easier to implement and has less onerous conditions. It gives income tax relief to a qualifying individual who subscribes for eligible shares in a qualifying company.

“ The Scheme is a successor to the Business Expansion Scheme (BES) but is easier to implement and has less onerous conditions.

It gives income tax relief to a qualifying individual who subscribes for eligible shares in a qualifying company.

Qualifying Individual An individual can qualify by investing from as little as €250 to a maximum of €150,000 in eligible shares in a qualifying company in any tax year. Eligible shares means new ordinary shares that throughout the three years from date of issue carry no present or future preferential rights to dividends, redemption or assets on winding up.

An individual with sufficient income at the top rate of tax (41%) can obtain tax relief of 30% in the year of investment and 11% four years later provided the

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employment target - the creation of at least one new job - is met. Claims for tax relief will not be allowed until the company has been trading for four months.

There are complex rules to ensure that the scheme cannot be misused by people who are connected with the company in the period from two years before the investment until three years after the issue of the shares. Directors and employees can claim relief on an investment provided the only payment they receive from the company is normal and necessary remuneration. Existing shareholders can also qualify on new investment although an individual with a shareholding of more than 30% can only qualify where the aggregate amount raised does not exceed €500,000.

The individual must hold the shares for three years to prevent a clawback of the relief obtained (reduced from five years under the BES Scheme). Transfers between spouses are allowed. A put and call option can be put in place to facilitate the exit of the investors provided that there is no guarantee on the redemption price - it can be for market value determined at the time of exit.

The tax relief obtained can be reduced by “any value received” by the claimant within the period of two years before the investment to three years afterwards. The methods by which the value can be received are very broad and clearly aimed at avoiding a scenario in which the investor recovers cash from the company. It covers repayment, redemption and re-purchase of shares, securities, debts and related rights and any transactions between the individual and the company that are not conducted at open market value. Rather unfairly, the individual can also lose part or all of the income tax relief if the company repays, redeems or repurchases any of its share capital or passes value to third parties during the period. The Scheme cannot be used to raise replacement capital (to repay BES investors for example).

The normal high income earner restrictions apply to any relief claimed.

Qualifying Companies A hotel operating company can qualify for the scheme as a tourist traffic undertaking. The business will need to prepare a three-year development and marketing plan for approval by the National Tourism Development Authority (Failte Ireland). There should be an aim of increasing tourism from outside the State and consideration will be given to the extent to which funds will be used in promotion outside the State.

A company can raise up to €2.5m annually subject to a lifetime limit of €10m.

Any BES funds raised in the past have to be taken into account.

The Scheme targets SME companies. A small company with less than 50 employees and turnover or total assets of less than €10m qualifies. Medium sized companies employing less than 250 people and with turnover of less than €50m or

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REFINANCING

total assets of less than €43m will qualify provided they are not based in counties Dublin, Meath, Wicklow, Kildare or Cork.

The staff headcount is expressed in annual work units. Anyone working full-time throughout the year counts as one unit. Part-time staff, seasonal workers and those who did not work the full year count as fractions of one unit. The duration of maternity or parental leaves is not counted.

Employment In order for individuals to get the additional 11% tax relief in Year 4, the number of employees at the end of the period must exceed that in the year prior to the investment being made and the average wage of those employees must not have fallen in that period other than by reduction in the basic pay rate per hour. In calculating employee numbers and average wages, Directors are excluded and only employees working four days per week or more are included.

Example A Galway hotel company has 35 employees and €4m turnover. The company agrees a compromise on existing bank debt at €800k. To fund this, it raises EIIS funds of €450k and a new bank loan of €500k allowing for a level of spending on refurbishment and marketing.

Employment numbers at the hotel increase over the three-year investment period. The EIIS shares are redeemed at open market value in equal annual instalments of €160k over years 4, 5 and 6. The return on investment for EIIS shareholders is 17% p.a. based on tax savings of €184k and redemption price of €480k.

The Scheme is scheduled to end on 31 December 2013 and the hope must be that this date will be extended as experience shows that it takes time for people in business to learn about the benefits and make use of these reliefs. The Scheme is designed to be flexible, allowing significant shareholders and family members to benefit from further investment in the company. While it must be accepted that it is difficult to raise private equity at the moment, the EIIS Scheme will certainly boost efforts to do so.

John Lyons is a tax partner specialising in group restructuring with RSM Farrell Grant Sparks, Chartered Accountants. He spoke on the EIIS scheme at the recent Irish Hotels Federation Annual Conference. He can be contacted at john.lyons@rsmfgs.ie or 043 33 41900.

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RECIPES

“A wonderful combination of Oriental spices, with the succulent tasting duck. High-class food” OVEN READY DUCK The mainstay of the business of Silver Hill foods is the production of fresh and frozen oven ready Duck. Over 50 years of research and husbandry has yielded the optimum bird for flavor, texture and consistency. Air chilled with no added moisture and packed at the optimum freshness, consistency and quality is always to the highest standard. Oven ready ducks are available chilled or frozen.

CHILLED DUCK CAN BE • atmospherically packed • tray packed for the retail trade from 2kg up to 2.4kg • individually packed for caterers • loose in polylined cartons for food manufacturing Available frozen of chilled Oven-ready ducks are packed 6 per cases, 70 cases per pallet.

Sizes available range form 1.7 -3.kg HOW TO COOK Here is a basic way of how to cook a Silver Hill Oven Ready Duck 4-6 PORTIONS (depending on size of bird) COOKING TIME 55 minuters per kg.

INGREDIENTS • 1 Whole Fresh Silver Hill Oven Ready Duckling • Sea Salt • Freshly Ground Black Pepper PREPARING THE DUCK 1. Remove all outer packaging. Remove the giblets from the cavity (these may be used later to enhance the flavor of your gravy) 2. Place the duckling on a wire rack in a deep roasting tray 3. Lightly season the skin with sea salt and black pepper COOKING THE DUCK: 1. Pre heat the oven to 200ºC/400ºF/Gas 6 2. Once temperature is reached place the duckling in the oven and roast. Please check your duckling regularly as not all ovens cook evenly so you may have to rotate the duckling during cooking.

3. Once the duckling is ready, remove from the oven and allow to rest for a few minutes.

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4. To ensure the duckling is cooked gently cut into the thigh area to make sure all juices run clear, or test with a temperature probe. The duck should reach 73ºC for 15 seconds.

There are lots of stuffings, sauces and glazes that go particularly well with our duck, check out our website for more recipes and ideas from our chefs www.silverhillfoods.com

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RECIPES BONELESS CHINESE ROAST DUCK The subtle combination of natural aromatic oriental spices with our succulent, tender & flavoursome duck makes this product ideal for any meal occasion.

All of Silver Hills cooked product range are produced without the use of artificial flavour enhancers.

Hand prepared and packed in portion controlled packs this product has a unique blend of aromatic spices. It is boneless, so can be sliced, shredded or chopped.

Flavours can also be added such as: Chilli, Asian or Sweet Sauces it is also perfect for Wraps, Sandwiches, and in Salads for summer menus.

For best results place on a rack on a roasting tray into a hot oven for approx. 30 minutes until the skin is crispy. You can test this by tapping a knife on the skin. If you feel the duck is cooked through but the skin is not as crispy as you would like, place the duck under the grill for a further minute of two. To shred the duck use two forks to gently pull the meat apart and away from the bone if required.

Our Boneless Chinese Roast is one of the most versatile products we have and can be used in a number of different dishes SILVERHILL DUCK AND NOODLE STIR FRY This recipe can be used with any of our fresh duck fillets or any of our cooked duck products. Serves 2.

FOR THE STIR FRY 2 duck fillets or one half cooked duck 300g egg noodles Half of each red, green and yellow pepper finely sliced Small red onion finely sliced Handful of mange tout shredded Handful of mushroom sliced FOR THE SAUCE 4 tbsp. Soy Sauce 1 tbsp. fish sauce 2 tbsp. brown sugar 1 tbsp. sesame oil Juice of 1 lime 1 clove of garlic crushed 1” ginger finely chopped 1/2 red chilli finely chopped (more or less as required by taste) Bunch of fresh coriander chopped METHOD • If using raw duck fillets, cook as instructed and set aside to rest. If using cooked duck, shred meat and set aside until needed • Cook the noodles as per the pack instructions and refresh in cold water, drain and set aside until needed.

• Chop all the vegetables and set aside ready for the wok • Add all ingredients for the sauce in a jug and stir gently until combined and the sugar has dissolved, set aside until needed • Heat wok on a high heat and add a little vegetable oil, when the wok is hot, add the vegetables and stir fry for two minutes, add two tbsp. of water and cook for a further minute.

• Add the sauce and cook for two minutes, add the sliced/shredded duck and noodles and cook for a further few minutes until heated through • Serve and garnish with fresh coriander.

DUCK LUNCH WRAPS Shredded Duck meat Iceberg lettuce chopped Cucumber chopped Mixed peppers chopped Hoi sin sauce Mayonnaise Flour tortilla METHOD • Mix mayonnaise with a little hoi sin sauce to taste and spread it on the flour tortilla.

• Add lettuce, duck, peppers and cucumber.

• Roll tortilla by folding sides in first then rolling upwards. Cut in half and you have a very tasty alternative for lunch.

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IFSA NEWS

IFSA & Hotel & Restaurant Times IFSA, in partnership with Hotel and Restaurant Times, are pleased to announce that the publication will carry member specific content in forthcoming issues. The objective of the arrangement is to showcase the products, services and innovations within IFSA to the hospitality industry and help increase the profile of IFSA members.

IFSA, in association with our partner Hotel & Restaurant Times, have negotiated exclusive terms for members.

IFSA membership grows fourfold to over 100 members in its first year IFSA is fast becoming a hub for the foodservice industry with membership increasing to 100+ since the IFSA launch last year. Our members can cater for any and all Foodservice needs across the sector from Catering Equipment to Coffee Beans and from Fryers to Fresh Produce. Log on to www.ifsa.eu.com to view our full members’ listings and search for products and services. You can also contact our members directly via our listings pages and enquire about specific products or special offers.

Interested in becoming a member?

Benefits of IFSA membership include: • Unique access to end user groups and other foodservice bodies • Discounts on all IFSA events such as CATEX and FOOD & BEV LIVE (discounts exclusively available to IFSA members) • Discounts on IFSA partner & affiliated events • Membership of the On-line hub with an opportunity to have your products and services listed on the IFSA website • Free Subscription to Hotel & Restaurant Times • Participation in working groups whose aims are to improve standards and highlight Foodservice excellence • Advice and professional services - IFSA Insurance Scheme with Campion Insurance, HR Support Package with Solve Ridge • Networking opportunities • Access to market research and information compiled for IFSA members • Member support packages • Workshops and Seminars • Discounted Advertising Rates and Member Profile Listings with Hotel & Restaurant Times

Contact Louise.McLoughlin@ifsa.eu.com today for more details.

Phone: +353 (0)1 8460020 Mobile: +353 (0)86 2780979

Sushi to suit you Founded in 2006 by Audrey Gargan Sushi King is a 100% Irish owned and family run business who offer high quality Sushi, Japanese and Asian food. Since opening, Sushi King has achieved many accolades from for instance a Bridgestone Award, to Gold, Silver & Bronze in the Blas Na hEireann competition and more recently a Great Taste Award.

Six years on and 3 outlets later including a restaurant on Dawson St Gochi and Takeout stores at Baggot St and Camden St., Sushi King continues with its commitment to produce excellent fare in the traditional seafood sushi but equally offers a wide choice for those who prefer cooked and vegetarian options such as duck with hoi sin sauce and fresh mango with avocado, not to mention noodles, soups, salads and a wide variety of tasty hot dishes.

Sushi King Sushi is widely available from selected partners who include, Donnybrook Fair, Superquinn, Fresh, Dunne’s Stores, Spar, Centra, Wilde & Green along with Super Valu. They also provide Sushi Platters for parties or meetings.

For further information contact Audrey Gargan 086 8319566 40

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IFSA NEWS

Moo’ve over for Chilly Moo!

Innovation at its best - CIA

Frozen Yogurt is experiencing an upsurge in popularity in Ireland as people seek healthier alternatives to their usual fat and calorie-rich desserts. One such product riding this wave of popularity is the Irish Frozen Yogurt, Chilly Moo. Chilly Moo is 100% unique: a completely natural Frozen Yogurt sweetened only with real fruit and fruit juices. In short, it is a healthy but just as delicious, alternative to ice cream ! Set up by two life long friends, Joanna Lovegrove & Clare Holman it was originally launched for the children’s market, but it very quickly attracted a strong secondary market of health conscious adults, slimmers and coeliacs.

The Catering Innovation Agency ltd is one of Ireland’s most innovative foodservice and catering equipment solution supplier and offer the very best in kitchen and Deli design with an emphasis on meeting the exacting challenges facing today’s foodservice operator.

The Catering Innovation agency is uniquely positioned to provide top quality installations, informed consultancy, staff training and supported access to the latest technology. Our customer focused team provide ongoing training with product road shows and regional service nodes.

We deal directly with leading global manufacturers including Convotherm, Merrychef, Lincat, Palux, Alto-Shaam, Counterline. From energy cost savings to menu offerings what we can offer you is our expertise - honest, sensible, practical and effective advice as getting the best results from equipment is more than just about its technical specifications.

We will help any operator understand how the equipment will perform day in and day out, integrating into their existing operations to deliver results and profits before installation.

A look at our recent projects shows the diversity and range of our client base, O’Gorman’s Portlaoise, Ballynahinch Castle, Trocadero Restaurant and UCD. Visit www.CIAireland.ie for further details

Chilly Moo Frozen Yogurt is made Ireland with whole milk and unsweetened fruit puree with a high fruit content and free from preservatives. It is is currently available in three great flavours: Strawberry, Mixed Berry (Raspberry, Blackberry & Strawberry) and Banana & Strawberry and is available in two handy sizes 500ml tub and a 120ml single-serving tub.

Chilly Moo only available throughout the island of Ireland.

WWW.CHILLYMOO.IE

Marco launches ‘BRU’ - an advanced new small batch filter coffee brewer Leading European manufacturer of filter coffee brewers and a water boiler, Marco Beverage Systems, has announced the launch of a stylish new range of pour over coffee makers, ‘BRU’. Having already established its predecessor as one of the best-selling small batch brewers on the European market, Marco’s R&D team have worked to develop this new machine to not merely look good, but to produce a standard of coffee quality unrivalled from this type of machine.

THE MARCO BRU BRU, which was launched at Ireland’s premier catering show, Catex, in February 2013, will initially be available in two different models, the 1.8 litre jug model and the 2.2 litre insulated flask version. Both are manual fill models, with plumbed options also being available.

At the heart of BRU is an all-new patent pending brewing system and spray head configuration. It incorporates a newly developed ‘flash’ boiler for superb water flow with improved water temperature stability All BRU models fully meet the Speciality Coffee Association of Europe’s (SCAE) Gold Cup standard for best practice in brewing.

Marco’s development engineers have considered user needs, service requirements and SCAE’s Gold Cup principles in the development of BRU range to achieve the perfect cup of coffee. We are delighted with the results and BRU delivers a quality, aesthetic and competitive solution to serving great coffee.

Record breaking entries from the Food Isle A record number of entries have been received from food and drink producers in Ireland by organisers of Great Taste 2013 over 2400 in total from the whole Food Isle. From Northern Ireland there are 627 entries (up by 29% on 2012) and in the Republic of Ireland a total of 1806 products have been entered (43% up on 2012).

One week of judging will be held at Bewley’s Hotel at Ballsbridge in Dublin, week commencing 22 April 2013 which involves each product being blind-tasted by expert food judges including chefs, restaurateurs, food writers and specialist food and drink retailers. The products awarded 3stars during this week, will then go forward to the final stages of Great Taste 2013 which takes place in London in July. The Guild of Fine Food is also holding a Reception, supported by IFSA and Pallas Foods, at the RDS Members Club on 24th April to celebrate the record number of entries from Ireland.

The Guild of Fine Food is recruiting judges in Ireland. If you feel your palate is qualified, contact charlie.westcar@finefoodworld.co.uk for an application form.

“The Great Taste Supreme Champion, the overall winning product each year, has for the last two years been a product made in Northern Ireland and so our expectations are very high before we even start judging,” explains John Farrand, organiser of the Great Taste Award scheme. “Patrick Clement, Marketing & Development Manager at Pallas Foods said “Great Taste is the most trusted and recognised food and drink awards in Ireland and the UK. Being awarded a Great Taste star or more is a fantastic achievement and great acknowledgement for any business.”

The announcement of the Supreme Champion 2013 sponsored by Harrods, will be made on the 9th September.

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TOURISM

Tourism- Facts v Myths Frank Corr looks for hard facts about the Irish tourism industry

Crunching tourism numbers can demolish ‘tourism myths’

Any day now a hotelier will be quoted in the newspapers as saying ‘We haven’t seen a tourist in this part of Ireland all year’.

It happens every year when the media begin to take an interest in the tourism season- ie when the Courts, Dail etc have closed down for the Summer and news is in short supply.

What the hotelier really means is that either he does not want the world, the taxman or his local customers to know that he is doing brisk overseas business, or that he feels that it is time that the Government produced a few more grants or tax incentives for the sector.

Unearthing facts, as distinct from beliefs, myths, spin and estimates about Irish tourism is far from easy. The industry is awash with rosy or gloomy predictions (depending on the source), a hyperactive gossip and anecdotal network and ‘guesstimates’ often published under the guise of fact.

All statistics relating to tourism spending for instance, are based on surveys which have a built-in error factor. Basically, a sample of visitors isinterviewed about their experience including their spending pattern and this is combined with other data and extrapolated into a figure for total visitor spending. When the CSO publishes data which shows that expenditure by overseas 42

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travellers to Ireland in 2012 was €3.683bn., that figure must be viewed with a measure of caution. The €767m spent on fares with Irish carriers is probably accurate, but no equivalent figure is included for fares spent with non-Irish carriers.

Everything else is based on the principle of probability.

Fáilte Ireland has, for many years, attempted to produce ‘Tourism Facts’ and while these are usually well out of date by the time they are published (the 2011 ‘Facts’ did not appear until December 2912), they do give a fairly accurate picture of what is actually happening in tourism- with some interesting results.

On the revenue side for instance, they show that the average overseas visitor to Ireland spends €65 per day with overseas holidaymakers spending €100 per day.

Domestic ‘travellers’ spend an average of €60 on an overnight trip and €40 on a day trip, which is a reflection on the very In 2011 the keen accommodation rates now offered by the industry. Fáilte Ireland also Government earned provides an insight into the importance €1.4bn by taxing tourism of tourism to the Exchequer. In 2011 the activity. Of this, just Government earned €1.4bn by taxing under one billion was tourism activity. Of this, just under one raised from overseas billion was raised from overseas visitors while the balance was paid by Irish visitors while the balance travellers. Overall tourism contributed was paid by Irish more than 4% of total tax revenue and travellers.

2.3% of exports. The industry was also a major contributor to the domestic economy with 82c out of every euro earned generating income in Ireland. The other 18c is largely attributable to goods (such as wines and spirits) which are imported, but even then the Government collects a hefty sum in VAT and excise duties.

There is no doubt that tourism is also a significant employer but some doubt does exist in relation to the actual numbers employed. Certainly it falls short of the 200,000 often quoted in speeches and Budget submissions. Based on the its Household Survey, the SSO puts the figure at 121,000 people employed in hotels, restaurants, bars, canteens and catering while Fáilte Ireland’s estimate is 180,000

“

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Food and drink is the second biggest spending item for tourists

based on its survey of tourism businesses. This figure includes seasonal and parttime employment and also those working in ‘tourism services’ and attractions.

The next surprising ‘fact’ from the Fáilte Ireland report relates to the significance of hotels in the tourism industry. The popular impression is that most visitors to Ireland stay in a hotel and that the sector is the dominant operator in tourism accommodation. In fact, hotels accounted for only 14% of the 51.9m. bednights taken up by overseas visitors in 2011. This varied across markets with 27% of North Americans and 19% of Britons but only 10% of Europeans bednights spent in a hotel. Of those who stayed in paid accommodation, rented self catering units were the most popular choice, accounting for 26% of bednights (31% of Europeans and 23% of Americans chose this accommodation category), while 7% of overseas visitors stayed in a B and B, reflecting perhaps the continuing decline of this sector.

Most interesting of all however is the statistic which shows that 32% of all overseas visitors to this country in 2011 (and 63% of all British visitors) stayed with friends and relatives. One in four visitors from North America also stayed with families as did 22% of visitors from mainland Europe (a reflection perhaps of emigration patterns in the past decade). The proportion of VFR visitors arriving here has implications for the overall wellbeing of the tourism industry. While these visitors may stay longer in the country and will almost certainly spend money in restaurants, bars and shops, they do not contribute to the accommodation sector and make a limited impact on tourism employment. VFR numbers seem to be rising as a proportion of total visitors because of the recent rise in emigration. In 2011,a total of 2.027m. visitors were in the VFR category, not far short of the total of 2.818m. overseas holidaymakers. Indeed the number of VFR visitors from Great Britain (1.268m) exceeded the number of GB holidaymakers (966,000). The VFR element is also reflected in spending patterns. While overseas visitors spent 27% of the cost of their stay on ‘Bed and Board’, the figure for GB visitors was 25% but GB visitors spent 41% of their expenditure on food and drink against an average for all visitors of 35%. This figure of 35% spending on food and drink for all overseas visitors compared with the 27% spent on bed and board, 7% on sightseeing and entertainment, 11% on internal transport and 16% on shopping.

The ‘internal transport’ element reflects high train, bus and taxi fares, which are often commented upon by visitors while the 16% spent on shopping reflects the importance of tourism to the retail sector, which is not usually reflected in retailer support for marketing programmes.

The 2011 ‘Tourism Facts’ also highlight the role of Dublin as a distinct tourism destination. The capital attracted 5.8m. visitors that year including 1.38m from Great Britain, 1.56m from Europe and 663,000 Americans. It also attracted 1.68m Irish people on visits. This puts Dublin way ahead of second-placed South West

region with 3.65m visitors (of which 1.9m are domestic) and the third placed West region which attracted 2.58m. The dominance of Dublin is reinforced by the performance of its ‘Doorstep’ regions of East and Midlands and South East, both of which have a significant number of hotels within the Greater Dublin area.

This regional break-down gives credence to claims by the Irish Hotels Federation and other organisations that the performance of hotels and restaurants in the less popular regions is poor when compared to the performance of those in and around Dublin.

Finally, this edition of ‘Tourism Facts’ illustrates that holiday-making is just one aspect of a complex tourism industry. We have already discussed the VFR element, but of the 6.3m visitors in 2011, just 2.81m described themselves as ‘on holiday’. Of these the largest number (1.078m) were from Mainland Europe, making this rather than GB, our biggest market for overseas holidaymakers.

We had 966,000 holidaymakers from GB and 604,000 from North America. It is also significant that ‘Dublin Break’ was the biggest category of ‘holiday’, indicating perhaps a shorter than average stay with ‘hired car/paid accommodation’ next followed by ‘TouringPaid Accommodation’.

The Fáilte Ireland ‘Tourism Facts’ does much to dispel some myths prevalent in the industry as well as providing a fascinating breakdown of the headline figures, but the industry would welcome an earlier annual publication date as a means of keeping the data current and more relevant.

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IHF CONFERENCE

Optimism for the summer season In the year of The Gathering, approaching the summer season, there is a sense of optimism that the tourism industry is on the verge of significant growth in 2013.

According to a survey undertaken by the Irish Hotels Federation, 53 per cent of hoteliers nationally are seeing an increase in business compared to this time last year, with key city destinations including Dublin, Cork and Galway benefiting from event and business related tourism.

Tourism VAT Reduction The Government’s decision to reduce tourism VAT to nine per cent has provided a vital stimulus for hotels and guesthouses, with the survey indicating that 90 per cent of hoteliers believethe measure has boosted business. As a result, 42 per cent of respondents say they are likely to recruit additional staff over the next 12 months.

However, the vast majority of hoteliers surveyed (96 per cent) are concerned that the Government may not retain the reduced VAT rate next year.

Hoteliers cite excessive local authority rates and high electricity and gas prices as the most pressing issues stifling cost competitiveness in the sector, coupled with difficulty in accessing standard credit facilities from their banks in the last twelve months.

Tim Fenn, Chief Executive of the IHF says, “The sector is now on a firmer footing following a number of pro-tourism initiatives by the Government such as the reduced tourism VAT rate, which has provided a key competitive advantage when marketing Ireland as a tourism destination and urges the Government to provide greater medium term certainty with regard to the VAT rate especially with regard to international business.”

Irish Hotels Federation Conference 2013 Despite the glimmer of optimism due to a marginal increase in 2012 of just 0.2 per cent in overseas visitors to 6.52 million, the focus at the IHF’s Annual Conference in Killarney was on the urgent need to address the persistently difficult British market to achieve real and lasting recovery.

Turning the British market around remains the single biggest challenge, with the market experiencing a fall of one million (over 30 per cent) in annual visitor numbers since 2007.

Emphasising the urgent need to reinvigorate the British market, IHF Chief Executive Mr Fenn says, “A further drop of 100,000 in British visitors last year, bringing the total to 2.7 million, is a stark reminder of the amount of ground lost since 2007. In 2011, we saw a three per cent increase in visitors from this market, but the further decline in 2012 represents very much a case of one step forward, and two back.”

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Lack of Tourism Policy Insights According to a survey carried out by the IHF, 61 per cent of hotels and guesthouses have expressed dissatisfaction with the quality of tourism statistics provided by the Central Statistics Office.

President of the IHF, Michael Vaughan, explains that the absence of detailed and robust data means Irish tourism is at a significant competitive disadvantage in not having the necessary tools to target its marketing efforts to best effect.

The IHF President says it is incredulous that a €6 billion sector of the Irish economy, providing 11 per cent of national employment, is not worthy of the same degree of analysis or investment as that which supports our agricultural sector.

“We know more about the travel patterns of the 6.8 million cows on the island than we do about the 6.5 million visitors to our shores each year.”

“We’ve raised our concerns with the Government already but progress has been slow to date. Without the resources for proper planning, we will continue to lack the in-depth insights that would enable us to transform the way we market Ireland both at home and abroad.”

Tourism Jobs Training With 64 per cent of hoteliers experiencing difficulty recruiting suitably qualified craft/entry level staff, frustration at the lack of Government support for tourism jobs training was another issue raised at the IHF conference.

IHF President, Michael Vaughan, says “With unemployment at over 14 per cent and hotels throughout the country facing a shortage of trained entry-level workers, it’s disappointing that the Government isn’t working more closely with us on this issue.”

Mr Vaughan says, “craft training offers a conduit to employment for young adults looking for work in today’s difficult job market. It’s now time for Ministers Ruairí Quinn and Richard Bruton to address our concerns and put in place a programme to meet our sector’s future training requirements. It’s a wasted opportunity if we don’t act.”

The Gathering Following modest increases in visitors from mainland Europe by 2.8 per cent to 2.35 million and North America by 3 per cent to 1.02 million in 2012, there is a sense of optimism that The Gathering will have a positive impact on Irish tourism.

76% of hoteliers expect a growth in business this year as a direct result of The Gathering, with over 300 initiatives identified as offering potential beyond 2013.

IHF President Michael Vaughan spoke to delegates at the Annual Conference about how The Gathering should provide a new way of doing tourism.

“The real benefit of The Gathering will be to harness the interest, application and energy that the local community groups have shown.”

As Chief Executive of the IHF, Tim Fenn says, “When people think of holidaying in Ireland, the image should be of a fun and vibrant destination - blessed with a wealth of scenic attractions, steeped in history and culture and offering a warm and friendly welcome.”

The key challenge lies in getting our marketing message right and we must draw optimism in Michael Vaughan’s view that “active, engaged communities bring the Irish welcome to life and that will be the lasting effect of The Gathering that can be built upon into the future.”

Caroline Leddy

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EXHIBITION

Exhibitors and visitors give massive thumbs up to CATEX 2013

Over 10,000 visitors came through the doors of the RDS recently in Dublin to enjoy all that was on offer at CATEX 2013. The Irish Foodservice Suppliers Alliance (IFSA) who organised the show have released survey figures that show that as well as the higher than expected level of attendees, both exhibitors and visitors have given CATEX 2013 a massive thumps up.

According to IFSA the number of attendees exceeded their own expectations by over 10% while also seeing a higher than expected amount of orders placed throughout the show. The main objective for IFSA in running CATEX is to provide a unique forum for trade buyers and exhibitors to come together and create an opportunity for business to be conducted.

Feedback from exhibitors and trade buyers indicate that there was an increased level of commercial transactions that will undoubtedly help to stimulate the foodservice market. According to Julie Morrissey, IFSA Chairperson “what was really noticeable over the three days of CATEX 2013 was the volume of activity and trade enquiries that exhibitors were getting.

From talking to exhibitors it was clear that confidence is beginning to return and there are growing signs of optimism in our sector. This is the reason for CATEX and as an organisation IFSA will continue to help drive innovation in our sector and stimulate commercial activity.” Visitors spent longer at CATEX than in previous years, with 41% of attendees, spending over four hours at the event. Visitors reported an increased level of orders placed at CATEX, with 20% of attendees placing orders in the range of €10,000 - 50,000. For exhibitors, 74% of those that attended reported that CATEX 2013 was either excellent or very good for creating sales leads to follow up after the show. 71% of visitor attendees classified themselves under the following three headings CEO, Chef / Cook, Proprietor.

This level of senior level engagement from the industry, contributed to the extremely high levels of satisfaction from exhibitors.

Julie Morrissey, IFSA Chairperson concluded “the really good news is that according to the survey of attendees 75% of all visitors to the show placed a trade order, either for equipment or for food and beverage. As Chairperson of IFSA, I was delighted to hear this figure as it shows us clearly the huge value in providing a show such as CATEX.” H&RT APRIL/MAY ‘13

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SEAFOOD

A Fairways to go

Marilyn Bright talks to Geoff Jones, owner and head chef of The Fairways Bar & Orchard Restaurant near Nenagh, of the joys and challenges of running a rural restaurant specialising in seafood Supported by BIM Passion for good food and looking after his customers comes barreling out of Geoff Jones from the first moment of contact. His enthusiasm and energy have seen The Fairways Bar and Orchard Restaurant through, as tough years of recession have hit rural business with particular force.

Bought six years ago, just before the downturn, the premises was “run down, and in the middle of nowhere outside Nenagh, but it had a lot of character and I could see it just needed a bit of love,” Geoff recalls. “It was well known locally as ‘The Lucky Bag’ because of some Irish Sweepstake win in the past, but it needed a new identity and a reputation that would be built on food rather than drink. I’m interested in all kinds of good food but I’m really passionate about fish, which is unusual in the middle of Ireland and nobody was serving much around here at the time, so I decided that would be an interesting speciality, a real point of difference between us and other businesses in the area.”

With a new name inspired by the neighbouring Nenagh Golf Club, The 46

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Fairways was smartened up to provide a warm and inviting atmosphere while retaining traditional elements such as the glowing fireplaces and old stained glass.

A comfortable dining space was created and christened The Orchard Restaurant, while the kitchen was geared up to serve up to 120 covers between both bar and restaurant.

Geoff’s father worked in stainless steel fabrication with Masser Hammond, so remembers being in and out of professional kitchens from an early age and it was a natural progression to train at Cathal Brugha Street. Experience in some of Ireland’s great classic kitchens followed, and he likes to do things right. Quality food

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SEAFOOD

made in-house is the foundation of Geoff’s menus, with special pride taken in the homemade breads, pastas, terrines and ice-cream - and, of course, the fish.

“Instead of just ordering from a fish supplier, I go to Rene Cusack in Limerick two or three times a week to choose fish straight off the trucks as it comes in, so I’m sure of getting the widest possible choice and at its freshest.”

The menus at The Fairways Bar and Orchard Restaurant are highly unusual especially for a restaurant so far from the sea - in that they offer a huge range of fish and seafood. While there will be less choice in winter, there may be 15 to 18 different species offered at certain times of year, although probably not all at the same time. And something else which you won’t see often is that the approach is very flexible, with menus changing every day and an amazing amount of choice offered to customers, not only in terms of the fish itself but also the way it is prepared and cooked. Geoff likes to show customers the fresh fish and give them the option of how they’d like it done - filleted or on the bone, steamed, baked, panfried or finished with a flavoured sauce or butter - the choices seem to be endless and nothing is too much trouble.

Menus for the day are only decided each morning and Geoff confesses to enjoying the challenge and to encouraging “a bit of passion and originality” from the other chefs in his brigade. He’s a firm believer that the awards on the door are only as good as the chef in the kitchen and he has regular sit-down sessions with staff for reviews and brainstorming new ideas. “ I have to say our chefs love what they’re doing and the chat in the kitchen tends to be less about football and more about what Heston Blumenthal was doing on television last night.”

Geoff’s chefs are cautioned not to put anything on a plate that they wouldn’t be pleased to eat themselves and, when issues arise about a customer’s food, they’re not allowed to hide behind kitchen doors. “It’s not fair for the front of house to take the flack if there’s a problem concerning the food.” The upside for Fairways chefs was this year’s Christmas present from Geoff - a master class in Derry Clarke’s kitchen and dinner that night in the Michelin starred L’Ecrivain.

Although Geoff is proud of the team he has built up at The Fairways, he professes to being a bit disappointed with the current training in catering colleges. “There’s

more to professional cooking than just opening packets - fish doesn’t come out of the sea in neat little fillets. You need to get the full experience, handle fish, know where it’s coming from and how to keep and prepare it.”

Fortunately BIM have recognised the need for helping chefs and others with an interest in developing their practical skills in this area, and they offer hands-on “Fish Handling and Filleting” workshops in Clonakilty, which are facilitated by Hal Dawson, an experienced trainer and filleter who has worked in the industry for many years. The workshops cover a wide range of skills, including species identification, hygiene and safety, safe knife handling and a variety of filleting techniques. (For further information on the two day course, which are each restricted to six participants, visit www.bim.ie, or call Lorraine O’Byrne 01 2144185).

At The Fairways, Geoff has a very handson approach to fish handling too - and at least one intern has learned that the boss’s convictions are more than mere rhetoric when he was sent off on a trawler for a day’s fishing and experience filleting fish straight out of the briny.

Local produce like the Tipperary reared Piemontese beef (irishpiemontesebeef.ie) is always on the menu too, and the latest project is the adjacent acre that Geoff has taken to install a polytunnel and grow his own vegetables, herbs and salads.

“Everything is aimed at creating a good experience for customers. We have a baby grand piano and live music at the weekends, as well as themed events like French or Mexican evenings. It takes real effort to get people out in these challenging times but we try to attract customers with quality and by offering something different, especially through our seafood cooking.

And we offer a complimentary Daimler service that local diners can book at weekends, so they can relax and enjoy their evening out. People may be only going out every three weeks instead of every two, but we’ve seen our customer base growing and that makes the hours you put in worth the effort.”

This article is taken from GCG syndicated portfolio.

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CHANGING TIMES

The changing landscape of the Irish Hotel Industry Back in 2006 hotels and resorts were springing up all over the country, their development driven by tax breaks and the planning requirements of housing and commercial developments. Back then, advisors encouraged hoteliers to brand their properties. International brands appeared in our cities, but also materialised in rural Ireland in areas such as Kilkenny, Meath and Carlow.

As the ‘Celtic Tiger’ disappeared from Ireland, so too did many of the brands who had joined us a few short years earlier.

Mount Juliet parted ways with Conrad, Druids Glen shook off Marriott and they disappeared from the signage of Johnstown House, Mount Wolseley and Hilton split company, Sheraton retreated from the Fota Resort and Ramada disappeared from the horizon. All of these international brands who promised so much in terms of brand awareness, reduced volume costs and extra business and who’s uptake was encouraged by the many hotel advisors and experts that grew out of the ‘Celtic Tiger’, were now a thing of the past, though some stayed in our cities and others like Radisson put down their heads and worked on in our ailing economic conditions.

“ Both the newly renovated Morrison Hotel and the Burlington Hotel are being branded as Hiltons upmarket Double Tree brand, as this brand makes its first entry into Ireland, and Interstate has returned to Ireland to manage The Marker.

And now we have reached another stage in our economic history, the international brands are coming back, but this time in a cautious way, establishing only in, or close to, our capital city. Both the newly renovated Morrison Hotel and the Burlington Hotel are being branded as Hiltons upmarket Double Tree brand, as this brand makes its first entry into Ireland, and Interstate has returned to Ireland to

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manage The Marker. Could this be a sign of the turnaround in our faltering hotel industry?

Certainly recent hotel sales have generated more realistic prices and a debt which is at least serviceable. Parknasilla Resort, bought and developed by Bernard McNamara at a cost of €70 Million was sold for €10 Million in 2012. The Cork International Hotel, developed by the aforementioned developer for €40 Million sold for €5 Million in the same year. The Morrison and Burlington Hotels, sold for €20 Million and €67 Million respectively, a sharp discount on what the previous owners paid for them, with Anglo Irish Bank once holding a mortgage of €41.5 Million on the Morrison and Bernard McNamara paying €288 Million for The Burlington in 2007.

Buying these properties at such keen prices has now meant that the new owners can invest in the properties, with the Morrison being refurbished by Russian billionaire Yelena Baturina at a cost of €7 Million, Sheen Falls due a million euro upgrade, The Burlington receiving a €16 Million capital project investment and Parknasilla and the Cork International both investing in the newly acquired properties. One of the industry’s main fears was the lack of capital available to reinvest in our products and thereby maintain our strong international reputation for quality hotels. Recent acquisitions may help put our minds at ease on this point.

Recent newspaper reports tell us that Ms. Baturina, one of Russians richest women, is on the hunt for more Irish hotel acquisitions and that Brehon Capital Partners, with Kevin McGillicuddy at the helm, are seeking a green-field site for a ‘Z Hotel’ in Dublin.

How other issues which have arisen can be solved is anyone’s guess right now.

Although international private equity companies have moved in to complete and open the Marker Hotel in Dublin, redevelop The Morrison and save the Ritz Carlton from closure, it is unclear what will happen with the rural hotels and resorts being run by management companies on behalf of Banks and Receivers. Management companies such as Dalata with 16 ‘Partner Hotels’, BDL with 15 management contracts and TIFCO with 8 management contracts have grown in size in line with our hotels troubles. However, both Dalata and TIFCO have seen some regression lately, with the sale of properties such as Finnstown House and Parknasilla, and the resulting severance of their ties with the properties.

But what to do with other hotels being kept open by Receivers? The 2009 Bacon Report, commissioned by the Irish Hotels Federation, recommended the closure of up to 15,000 bedrooms, however little has happened in this regard. One good news story was the acquisition of the Sandhouse Hotel by its General Manager Paul Diver, a twenty year veteran of the property, at a viable amount of debt of €650,000, meaning it can be run successfully and supported by the local community, thereby maintaining local jobs. This property was on the market for an unsustainable €4 Million during the boom years. Can this be a model for dealing with rural properties saddled with debt and which no international private equity fund will touch?

Alternative uses are available for some properties. The conversion of the former IBIS Hotel at the Dunkettle Roundabout on the edge of Cork City to a Gaelscoil has proved successful and has provided a much needed educational facility to 240 students from the locality. Other schools, nursing homes, respite centres, etc. could be created, but funding is still an issue. The State also has an excess of buildings and having closed nearly 100 Garda Stations has now announced that they will sell most of these off or indeed convert them into some form of community buildings.

CBREs recent Outlook Report predicted that “many hotels, particularly those outside of core population centres, are unlikely to be able to trade their way out of difficulty, even over the long term” and they predicted that NAMA, banks and their receivers “will reflect the market reality and put these hotels on the market and

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CHANGING TIMES

accept the pricing that the market offers” with the expectation being that domestic investors will buy these properties if they are “competitively priced”.

The Irish Hotels Federation has suggested to the Department of Finance that they consider an adaption of the old Business Expansion Scheme, through an Enterprise Investment Scheme, where 15-20 long-term investors put €500k of their own money into an Irish hotel in return for relief on personal income tax, matched by a bank loan to help buy the property. This proposal is under consideration, but nothing is promised.

There are many young, energetic hotel managers out there, unable to access capital and who could successfully sustain a lower debt level on hotel properties outside the capital. Rural hotels could then return to their traditional roots, being the location for the local wedding, GAA Dance and family celebration, without an international brand name over the door, but with the personality and energy of a committed manager who is building their future, while creating an experience for each and every guest.

Hotel Managers would be true hoteliers… not developers, tax investors or shortterm operators. If only our government created a scheme where this was possible, it could provide employment, secure futures and resolve the ‘elephant in the room’ of the Irish hotel industry - what to do with debt laden rural hotels.

Donagh Davern FIHI Lecturer, Department of Tourism & Hospitality, Cork Institute of Technology H&RTT APRIL/MAY ‘13

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CUSTOMER RELATIONS

Customer Retention

The No. 1 Priority for Irish Businesses in 2013 Cariona Neary

A few days ago I received a card from a reputable car dealership, thanking me for my valued patronage. The card rattled on about how easy it is to overlook the simple things in life, like appreciation. The sentiments were pre-printed and the card was signed by the person who had handled the sale. The card made me mad. Not because the card was pre-printed, but because the car sales man had not followed up on some critical aspects of the sale and had not responded to messages from me. Sending a thank you card, given these outstanding issues, was all wrong.

According to research carried out by Alternatives Marketing Watch Survey, customer retention is the number 1 priority for businesses in 2013. Small wonder.

We’re in a relatively flat economy where new customers are very hard to come by, so we need to focus on retaining those customers we have. Some companies come up with ideas like sending thank you cards to customers to generate a bit of good will. As you can see from my story, random acts of kindness can turn in to own goals if they are not part of a deeper strategy, focusing both on meaningful dialogues with our customers before, during and after sales. The success of any retention strategy rests on the core issue of the experience itself. The bells and whistles, nice cards and slick ezines will never persuade us to come back. It is - and always will be - about our memory of the experience. All the rest are just good prompts and reminders.

The good news about customer retention is that it provides very rewarding return on investment (ROI). A small increase in retained customers leads to a significant increase in profits.

You’ve heard the term Customer Lifetime Value or CLV. It refers to the value of a customer that remains loyal to your business over time. That customer, if he or she is a raving fan of your business, will also go on to recommend you to others.

And so you have a great big snowball effect.

You can use the acronym CLV to help build up a very simple strategy around customer retention for your hospitality business.

C for Calculate Do you know what your current customer retention rate is? Do you know which of your customers are profitable and which 50

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are costing you money? Typically, how long does a customer stay with you - two years, three years or even five years? What is the average spend? What percentage of customers are providing you with referrals each year? When you have gathered these figures you are in a position to calculate your customers’ lifetime value.

One of the best known gurus of customer retention in the hotel business is Bill Kelly, the fourth generation manager of Kelly’s Resort Hotel in Rosslare. At peak season, his business is working of retention levels of up to 80 per cent. When he kicks off the year with his staff, he reminds them that a loyal customer of the hotel - typically a family with two children - is worth €300,000 to €500,000! While most businesses are lucky to work off a retention period of a few years, Bill Kelly keeps his customers for decades, with one generation taking over from the next.

L stands for Lead and Leverage “Start with the staff. They’re the people who bring our guests back,” advises Bill Kelly. “You can build a palace but it’s no use if staff aren’t with you. Staff engagement is a major focus for us so that everyone across the whole organisation is ready to provide that ‘wow’ moment that make visits memorable and turn guests into apostles”.

Tara Grehan, at Datalytics, a customer engagement agency, comments that hotels have rich data to start with. They can track guests buying behaviour, special preferences and reasons for staying. Once the guest has given permission to be included in future communications, you can use the facts in the data to personalise the communication so it feels relevant to the guests.

Given the very high rates hotels and restaurants are paying to third party websites, it is a wasted opportunity not to utilise the direct connection more powerfully - and profitably.

V for Value A retention strategy has dramatic financial benefits. Retained customers are more profitable, more loyal and more likely to provide valuable referrals. They help us run a more financially stable organisation. And the costs of implementing a retention strategy can be recouped within months.

The easiest way to grow your customers is not to lose them!

Cariona Neary is a specialist in customer retention strategy. She can be contacted at 086 8056669, cariona@nearymarketing.com or www.nearymarketing.com

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