Hotel & Restaurant Times 201310 Oct/Nov

OCTOBER/NOVEMBER ‘13

THE

BUSINESS

PUBLICATION

FOR

THE

HOTEL

AND

RESTAURANT

€3.65

INDUSTRY

BOUNTIFUL BUSINESS THE BENEFITS OF PARTNERSHIP WITH GREAT NATIONAL HOTELS

RAISING HACKLES BRUTON REVIVES THE JLCS

EXPERIENCE & AMBIENCE BEEFTRO RESTAURANT, DUNDRUM

WITH TASTE FROM THE PLOUGHING CHAMPIONSHIPS TO THE QUEEN

www.hotelandrestauranttimes.ie

CONTENTS

P. 12

P. 14

P. 29

COVER: The Riverside Park Hotel & Leisure Club

CONTENTS NEWS SHAPING POLICY DIRECTION JLC REVIVAL FÁILTE IRELAND NEWS PARTNERSHIP TOURISM IRELAND NEWS SILVERHILL DUCK BOOKASSIST RAI NEWS UNILEVER AWARDS FOOD & BEV LIVE TRAINING DEFICIT INDUSTRY LEADERS’ FORUM LEADING SUSTAINABILITY IFSA NEWS BIM SEAFOOD BEEFTRO GMIT NEWS WITH TASTE EVENT AA AWARDS THE HABIT OF GREAT SERVICE

5 11 12 14 16 18 20 22 25 29 30 32 34 35 36 38 40 44 46 48 50

P. 46

P. 48

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 (01-6285447, cyril@hotelandrestauranttimes.ie) Business Development: Alan Doherty (01-2842909, alan@hotelandrestauranttimes.ie) Contributors: Pavel Barter, Cynthia Bifolchi, Frank Corr, Caroline Gleeson, Des O’Mahony & Ciarán Rowe, Caroline Leddy, Conor McTiernan, 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

IFSA, BIM, GMIT, Restaurants Association of Ireland, Tourism Ireland & Fáilte Ireland Printing: GPS All paper used in the production of this magazine comes from certifiably sustainable forestry.

PEFC/01-31-70

H&RT OCTOBER/NOVEMBER ‘13

3

Raising hackles As we go to press, uncertainty abounds regarding the 9% vat rate. Despite the well organised and concerted efforts from the likes of the RAI and other players in the sector, Minister Noonan refuses to ally the fears it has created. With over 9000 jobs directly created from the initiative it seems the Minister is hell bent on reverting to the higher rate.

editorial editorial editorial

editorial

EDITORIAL

editorial

Some commentators are hedging their bets and saying it may only be marginally increased to 11% and a commitment will be given to keep it at this rate. Not good enough. What is baffling about this is the timing. CSO figures over the last number of months have shown continual recovery in visitor numbers, and the message that we were a value for money destination seems to have been heard. So why mess with the vat rate at this juncture? All it will do is cause increases in prices and make us less competitive than other European destinations and have a negative impact to the confidence that was emerging within the industry.

Add to this concern the recent JLC ruling, and you begin to question what's going on.

It appears there is a wish to scupper all the good work that has taken place over the last few years. Businesses were beginning to reinvest and have real confidence in the future - most of us thought the efforts would be recognised and get the support deserved. When you look at the response from the likes of the IHF, RAI and IBEC you get a sense of the seriousness of the issue. RAI CEO responded by saying “It has been a black day for the hospitality industry with many restaurateurs feeling that the decision to raise the 9% VAT rate for restaurants and tourism is another damaging step towards making it impossible to run a profitable restaurant in Ireland. Job losses are inevitable for 2014.”

Equally the IHF were also astounded, and in a statement made their feelings known.

The Irish Hotels Federation (IHF) expressed that it was unfathomable that Department of Jobs, Enterprise and Innovation decision to reintroduce an unworkable, archaic and anti-business Joint Labour Committee for the hotels sector. Michael Vaughan, President, Irish Hotels Federation (IHF) stated that it is incredulous that the Joint Labour Committee (JLC) system will be reintroduced to all counties outside of Dublin and Cork. This will have serious continued detrimental effect on job creation in the hospitality sector.

Ironically, the IMF, in setting out objectives for the economic recovery plan, noted the importance of tourism as a key source of inward foreign investment. To that end they encouraged that it be supported with a series of stimulus packages to ensure visitors would keep coming to Ireland and kick start recovery. So what has changed? It is not and never has been possible to tax your way out of recession. We need the right conditions to get people spending and generate income for all concerned.

It’s now a waiting game to see how all this pans out. Let’s hope common sense prevails and these contentious issues will be addressed in a manner that is supportive of the industry.

4

H&RT OCTOBER/NOVEMBER ‘13

Cyril McAree Editor

NEWS

NEWS Burlington rebrand as DoubleTree by Hilton

Top food guide back in print

DoubleTree by Hilton has announced the rebranding of one of Dublin’s most renowned hotels, formerly The Burlington, to become DoubleTree by Hilton Dublin - Burlington Road. A €16 million phased programme of investment is underway to renovate the hotel, expected to complete by spring 2014. All 501 guestrooms are being upgraded with the addition of 42” flat screen TVs, with DoubleTree by Hilton amenities including an assortment of in-room coffee and tea, collection of CITRON Honey & Coriander Crabtree & Evelyn Bath Products and the Sweet Dreams by DoubleTree sleep experience.

Back by popular demand, the famously informative glovebox bible, Georgina Campbell’s Ireland, The Best of Irish Food & Hospitality, has emerged from a spell as an online-only guide with this new print version, which is designed as a handy compact companion to Ireland’s leading independent hospitality and food website, Irelandguide.com.

Ireland brings home gold Ivy league Celebrating The Ivy restaurant at Dunboyne Castle Hotel’s two AA Rosette awards are - Léonie Thornton, Dunboyne Castle Hotel; Conor Faughnan, Director of Consumer Affairs at The AA and John Nagle, Executive Head Chef of The Ivy at Dunboyne Castle Hotel.

Deirdre Byrne from The Westin Dublin’s Exchange Restaurant & Cocktail Bar, made history in February this year by becoming the first ever female bartender to win the Bartenders Association of Ireland National Cocktail Competition, sponsored by Edward Dillon, which took place at this year’s CATEX in the RDS Dublin. Deirdre recently represented Ireland at the International Bartenders Association World Cocktail Championships, which took place in Prague, and has gone on to win gold in the fancy cocktail category.

H&RT OCTOBER/NOVEMBER ‘13

5

NEWS

Franciscan Well takes top honours at international beer challenge

Top international journalists embrace Dublin Festival Season A group of top international journalists from the UK, Canada, India, Italy, Norway and Belgium were in Ireland this weekend to experience culture, arts, theatre and music events taking place in Dublin during September and October as part of the Dublin Festival Season.

Clare company lands three Great Taste awards County Clare based producer of smoked fish products, The Burren Smokehouse, has achieved triple success in Great Taste 2013, considered the Oscars of the global food industry. The Burren Smokehouse received three 3-Stars for its Irish Organic Salmon products which were re-judged by a panel including Masterchef judge and restaurant critic Charles Champion, food buyers from Harrods, Fortnum & Mason, Selfridges, Harvey Nichols and Whole Food Markets, and Michelin Star chef Russell Brown.

Ireland’s first No Salt cookery school opens in Donegal Franciscan Well’s Jameson Stout has won a gold medal at the International Beer Challenge Awards in the Speciality category. Franciscan Well’s IPA also took a bronze medal in the Ales category. Established for 17 years, the International Beer Challenge awards reward and promote exceptional beers. They are highly sought-after industry honours attracting thousands of entries each year and are judged by leading beer experts.

Marco’s team effort

Ireland’s first ‘No Salt’ Cookery School has opened in Moville, Inishowen, Co. Donegal. A new concept to Ireland, the school has been opened by Chef Brian McDermott. Following his diagnosis with a heart condition five years ago, Brian completely changed his life and cooking style, establishing a reputation for himself as The No Salt Chef, cooking great tasting, accessible and affordable food, without adding salt.

See www.thenosaltchef.com / Tel: +74 93 85921

Tourism numbers on the rise Minister for Transport, Tourism and Sport Leo Varadkar has said 2013 has become a great year for tourism after the CSO published new figures showing a 6.5% rise in overseas visits to Ireland for the first eight months of 2013. “Improved value for money, better air access and The Gathering, have all combined to give us an excellent year for inbound tourism. It looks like being a record year from North America and I am reassured by growth from Britain. We now need to build on this success in 2014,” said Varadkar.

A new beginning for Fota Island Resort Liam Mongey (Right) and Tom Flannery (Left) from team IFSA proudly hold up the Marco Team Challenge trophy that they won with their third member Michael Flannery. Leading European manufacturer of water boilers and filter coffee brewers, Marco Beverage Systems, held the Marco Annual Golf Outing at Edmondstown Golf Club.

6

H&RT OCTOBER/NOVEMBER ‘13

Fota Island Resort is celebrating a new chapter in its history as management announces the official handover to the new owners, the Kang Family Worldwide Group. Commenting on the new ownership, Mr. Xui Kang, spokesperson of the Kang Family Worldwide Group, said: “President Michael D. Higgins referred to Ireland and China as ‘countries with ancient traditions and modern responsibilities’, and described the love of art, culture and sense of family that connect China and Ireland. Our company has had the good fortune to buy this wonderful resort, and we are looking forward to developing the great work that has been done here to date and maximising Fota Island Resort’s potential in the future.”

NEWS

On your bike

Knights in White satin Marco Pierre White has opened his second restaurant in Dublin: Marco PierreWhite Courtyard Bar & Grill in Donnybrook. Following the collaboration between Marco Pierre White and restaurateurs Fitzers Holdings in Dawson Street, the new 130-seater restaurant is located in the heart of Dublin 4.

Belfast Freestyle BMX ‘demon’ Joel Harper getting in some final practice at T13 Belfast, ahead of performing at the finish of this year’s Tour of Britain in London.

Pictured with Joel is RampRage Tour Manager Joey Lynch, and crew member Fred Arseworth, who are part of the team travelling to London to join Tourism Ireland this weekend in promoting the Giro d’Italia’s Grande Partenza in Northern Ireland, in May 2014.

Galway on the menu for French group Six leading journalists from France enjoyed a gastronomythemed visit to Ireland over the weekend, as guests of Tourism Ireland. Pictured is Anne Zemmour, Tourism Ireland (centre), with French journalists Gregory Gerault, Marie Dias Alves, Jean-Paul Calvet, Vanessa Lambert, Stephane Mereo and Ludovic Behrle.

Celtic cook off An audience of nearly 200 food enthusiasts watched as top chefs from the Celtic Regions - Ireland, Scotland, Brittany, Isle of man, Wales and Cornwall - battled it out at the West Cork Hotel in Skibbereen. Competing chefs selected ingredients from a special West Cork Producers Market held in the hotel, as well as visiting local butchers and suppliers of seafood. Cooking in two sets of three chefs at a time, the competitors had 30 minutes to produce three plates of their chosen dish for the three tables of judges.

Aideen Goggin and Sarah Williams at the launch of the Marco Pierre White Courtyard

H&RT OCTOBER/NOVEMBER ‘13

7

NEWS

Knorr blimey

Kinsale’s winning run in Michelin 2014

The Blue Haven Kinsale has made its way into Michelin Guide for 2014, along with the fellow Kinsale outlets Fishmarket Restaurant and Old Bank Town House. The Fishmarket Restaurant, at the Blue Haven, has become one of Kinsale’s favourite dining hotspots. The Old Bank Townhouse with Café and Foodstore has also become a food favourite.

Knorr has launched a new product as part of its Knorr Professional range. Created by chefs for chefs, Knorr Professional Concentrated Demi Glace is a new product containing 25 per cent concentrated beef stock along with vegetables, herbs and starches. Launching the new product, Derry Clarke, chef proprietor of Michelin-starred restaurant l’Ecrivain, said: “Knorr Professional Concentrated Demi Glace is the perfect blend of concentrated beef stock, vegetables and herbs that is an ideal complement to your scratch base and allows you to easily achieve the absolute consistency required.”

Artisan new restaurant app spices up Galway

Kilkenny restaurant steps up to the plate Bord Bia has today announced Kilkenny Design Centre Restaurant, Castle Yard, Kilkenny as the Just Ask Restaurant of the Month for September.

The Just Ask campaign encourages diners to look for information on where the food on their plates come from when eating out. The monthly award is given to restaurants that demonstrate best practice in providing customers with this information.

German group go hurling German business tourism buyers try their hand at hurling in the grounds of Killashee House Hotel, with Aoife Kernan, Tourism Ireland (front, second left); Christophe de Patoul, Irish Horizons (front right); Orla McCabe (back, left) and Yvonne Schwer (back, right), both Killashee House Hotel.

Artisan owner, Matt Skeffington.

Artisan Restaurant - located on Galway’s Quay Street- has launched a web app to coincide with the launch of their new autumn menu. A collaboration with Galway-based app development company, Media Lab, the Artisan App was built to suit Android and iPhones, allowing Artisan’s customers to make a reservation, check out the latest menu and receive exclusive dining offers. The Artisan App is now available for download from www.artisan.galwayappstore.ie 8

H&RT OCTOBER/NOVEMBER ‘13

Two major awards for Limerick Strand Hotel The Limerick Strand Hotel has sweeps the boards at Georgina Campbell Awards 2014, winning Business Hotel of the Year and Best Hotel Breakfast Award. General Manager, Sean Lally, was on-hand to receive the awards. “We are delighted to receive these awards, which would not be possible without the great service and dedication of our staff members. Our focus is to continue reinvesting while maintaining our high level of customer service and commitment to bringing business to Limerick and supporting local suppliers”.

NEWS

Dream destination

The main attraction

Ireland has been voted number four in a list of dream destinations by the readers of a glossy travel magazine in the United States. Almost 8,000 readers of Virtuoso Life magazine took part in the seventh annual Travel Dreams survey, to reveal their ideal destination, travel experience and ultimate trip of a lifetime. The results feature in the current summer edition of the magazine.

Fore golf sake

General Manager Matt Muller announcing the branding of the Abbey Court Hotel and Spa by Irish-owned Great National Hotels and Resorts.

Sustainable seafood producer nets international buyers

The team at Hayfield Manor in the heart of Cork city, have added a new feature to the front lawn of the property: a driving range. Guests can now enjoy teeing off in the two acre gardens without the worry of breaking windows, as they are equipped with specially produced lightweight practice balls.

Indian summer

Kush Seafarms has welcomed a group of 11 high profile visitors to Beara. The group, comprising of buyers from some of the most important seafood distributors in Europe, North America and Asia, visited the company’s mussel farms at Ardgroom as part of Bord Bia’s sustainability initiative, Origin Green. Kush became Ireland’s first certified producer of organic shellfish in 2009.

A Taste of success

Nilam Patil, Tourism Ireland India (left), with leading Indian tour operators, and tour guide Therese Cunningham (right), at Fota House.

Best Irish Speciality at this year’s Great Taste Awards (l-r): John Farrand (MD Guild of Fine Food), Jamie Collins (Stonewell Cider) and Gillian Swaine (Bord Bia)

H&RT OCTOBER/NOVEMBER ‘13

9

NEWS

New kid in town Crescent Townhouse, a new Best Western Hotel, has opened in the heart of the bustling Queen’s Quarter of Belfast.

APPOINTMENTS PLUS

Gerard Dunne appointed new head chef at Lyrath Estate Hotel

Great Taste awards announced Michael Byrne & Sons Craft Butchers, 92 Sandymount Road, Dublin 4, is celebrating the news that its Argentinean Chorizo & Pork Sausage with Tomato, Basil & Red Wine has wowed judges in Great Taste 2013 by being awarded 2 Star & 1 Star - in the world’s largest and most rigorous food awards scheme involving over 400 judges and thousands of hours of blind tasting.

Red Cow Inn celebrates silver anniversary To celebrate the milestone of 25 successful years, The Red Cow Inn recently held a celebratory bash. The Red Cow Inn welcomed former employees and their families to the party, as well as loyal locals and regulars who supported this hostelry over the years. A particular tribute was paid on the night to 10 key staff members who have worked with Tom and his wife Sheila over the past 25 years.

Minister Ring welcomes Lonely Planet boost Minister of State for Tourism and Sport Michael Ring has welcomed the inclusion of a number of Irish destinations in the just-published Lonely Planet’s 1000 Ultimate Adventures.

The new Lonely Planet guide features climbing Croagh Patrick, Co Mayo, as the ultimate pilgrimage, surfing at Mullaghmore Head in Co Sligo and horse-riding on the Castle Leslie estate as part of its ‘top ten’ list of adventure activities and destinations. This follows closely on last week’s announcement by the global Adventure Travel Trade Association (ATTA) that they will be holding their Adventure Travel World Summit in Ireland next year - for four days in Killarney, from 6-9th October 2014. Approximately 650 tour operators, media, agents, and tourism agencies from around the world will gather in Killarney for a mixture of discussion, debate and networking centred on the activity travel sector.

10

H&RT OCTOBER/NOVEMBER ‘13

Five star hideaway, Lyrath Estate Hotel in Kilkenny, has announced the appointment of new Head Chef Gerard Dunne. The native Kilkenny man joins the team from the Riverside Restaurant at Kilkenny Rivercourt Hotel. His professional experience includes 13 years on board the QE2, Mount Juliet, and numerous Michelin starred restaurants across Europe.

A Dunne deal Luxury 5 Star Hotel, Druids Glen Resort in Newtownmountkennedy, Co. Wicklow has appointed Karina Dunne as Director of Sales and Marketing, bringing over 18 years of expertise in the hospitality sector to the resort.

Prior to joining Druids Glen Resort, Karina held the position of Head of Sales and Marketing in Dalata Hotel Group, Ireland’s largest hotel operator, for over five years.

Adrian Gregan new AEHT rep Adrian Gregan, Head of Department, Tourism & Hospitality at the Cork Institute of Technology has been elected as the new National Representative for the European Association of Hotel and Tourism Schools (AEHT). Created in 1988, the AEHT is an international non-governmental organisation enjoying consultative status with the Council of Europe and has a membership of around 430 schools with a national representative in over 44 countries.

NEWS EXTRA

Shaping policy direction A new initiative was launched by the recently by the Minister for Transport, Tourism & Sport Leo Varadkar and the Minister of State for Tourism & Sport Michael Ring at a conference in Dublin Castle. The new Government proposal invites key stakeholders from the tourism sector and members of the public to make suggestions on how growth in the tourism industry can continue to be supported without having to rely heavily on the financial support of the State.

This is the first time this has been done since New Horizons back in 2003, and this time around it involves a consultation and question paper.

These include: • Where our priority country markets should be • What should the balance of spending be among marketing, events and attractions • How we can build on the success of the Gathering • How can be best harness local authorities, communities, business to support tourism • How should we measure success, visits or revenue.

Successful ventures such as The Gathering, which attracted a 20.5% rise in US visitors to Ireland in the three months to July compared to the previous year is a worthy example of new business initiatives aimed at attracting more tourists and is evidence of growth in the tourism sector.

Minister Varadkar said: “Tourism has moved from crisis mode two years ago, firmly into recovery mode now. With the success of The Gathering, a significant increase in overseas visits for three years in a row and a good summer for domestic tourism behind us, we now must ask ourselves, what next? I want this to be the most far-reaching review of Irish tourism policy review in years. 2013 has been a good year for Irish tourism. What I want now is a plan for sustainable growth out to 2020 and beyond.”

“ Tourism has moved from crisis mode two years ago, firmly into recovery mode now.

With the success of The Gathering, a significant increase in overseas visits for three years in a row and a good summer for domestic tourism behind us, we now must ask ourselves, what next?

“The announcement of today’s review is timely and ultimately will set out a shared destination for Fáilte Ireland and all our industry partners as we work towards consistent and sustainable growth within the sector.”

The initiative has received wide attention and is supported by Fáilte Ireland’s Chief Executive Shaun Quinn who has stated: “The announcement of today’s review is timely and ultimately will set out a shared destination for Fáilte Ireland and all our industry partners as we work towards consistent and sustainable growth within the sector.”

Mr Quinn has emphasised the need to establish and deliver a service to tourism customers which provides a “compelling and authentic consumer experience”.

Speaking at the launch he referred to a number of areas of strategic focus, highlighting that the international demand will command the future of Irish tourism.

Mr Quinn maintained that tourism must continue to develop by being smart, meeting the challenges that digital media create by promoting Ireland across social media channels as a compelling place to visit.

Urging anybody with a stake in tourism Mr Quinn stated that this is “the time to reflect outside the box and don’t let the past constrain your thoughts of a future. Let’s shape a policy direction capable of supporting sustainable growth for the benefit of the economy, the Exchequer and hard pressed communities”.

Available on the website for the Department of Transport, Tourism & Sport are the discussion document and the consultations document.

The discussion document outlines developments in tourism in Ireland and worldwide in recent years, and raises key questions on a number of themes. The consultation document includes a total of 20 topics on which views and submissions are invited. Submissions can be emailed to tourismpolicy@dttas.ie or sent by post.

H&RT OCTOBER/NOVEMBER ‘13

11

JLC REVIVAL

Bruton raises hackles with JLC revival Frank Corr on the background and implications of a controversial decision “A black day for the industry,” said the Restaurants Association of Ireland.

“Unfathomable,” said the Irish Hotels Federation.

“Irrational,” said IBEC. But then anything to do with a Joint Labour Committee has always aroused strong emotions among hospitality industry employers.

On this occasion the employer bodies were reacting to a decision by Richard Bruton, the Minister for Jobs, Enterprise and Innovation to retain rather than scrap most JLCs with two exceptions, one of which is to be the Dublin Hotels JLC.

“ “ Mr Bruton said he would also be amending the administration of two separate joint labour committees in the catering sector pending their amalgamation.

He added that ultimately under his reforms, JLC would operate only in seven sectors.

In his statement Minister Bruton said that he intends to abolish the joint labour committees that dealt with terms and conditions for staff in the hotel sector in Dublin. The Minister said he planned to

12

amend the scope of others including the committee governing hotels (outside Dublin). Mr Bruton said he would also be amending the administration of two separate joint labour committees in the catering sector pending their amalgamation.

He added that ultimately under his reforms, JLC would operate only in seven sectors.

His decision follows a Review of JLCs conducted by the Labour Court following the enactment of the Industrial Relations (Amendment) Act 2012. This legislation became necessary when the High Court ruled in 2011 that legislation delegating powers concerning pay and conditions to JLCs was unconstitutional and therefore rendered existing JLCs redundant.

That case, taken by John Grace Fried Chicken and the Quick Service Food Alliance (a group of fast food restaurants), challenged the constitutionality of the Industrial Relations “It has been a black day for Act 1946 which gave the Labour the hospitality industry with Court the power to fix statutory many restaurateurs feeling that minimum rates of pay and working the decision to raise the 9% conditions. The Act allowed the VAT rate for restaurants and Labour Court to establish a Joint tourism is another damaging Labour Committee (JLC) for a given step towards making it class of workers. A JLC prepares impossible to run a profitable draft regulations setting minimum restaurant in Ireland. Job pay and conditions. Once the Labour losses are inevitable for 2014,” Court adopts the JLC’s proposal, it Adrian Cummins, CEO, RAI. becomes law without any supervision by the Oireachtas. The 1946 Act bars judicial review “on any matters within [the Labour Court’s] jurisdiction”.

The Constitutionality of this law has always been in doubt and an earlier case, taken by the Irish Hotels Federation ended without a definitive judicial decision. The State did not challenge the 2011ruling, but instead the Government said it would introduce legislation to ensure that the JLCs would act within the terms of the Constitution.

Following the striking down of JLCs in 2011, intense lobbying was begun by employer groups who argued that the JLCs should be abandoned and worker groups who wanted them restored. Minister Bruton was on record as wanting to reform the system which he is now proposing to do, albeit retaining most of the JLCs which employers wanted to be axed.

JLCs have their origin in the Ireland of the 1950s when unemployment and emigration were very high and general living standards in the country were poor.

Workers who could find employment and who were members of trade unions could however enjoy reasonable pay and conditions, but many non-union workers in certain sectors, including hotel and catering, were poorly paid for working long hours. Employers of trade union members also complained about what they saw as unfair competition from non-union businesses.

H&RT OCTOBER/NOVEMBER ‘13

JLC REVIVAL

The Irish Hotels Federation (IHF) expressed that it was unfathomable that Department of Jobs, Enterprise and Innovation decision to reintroduce an unworkable, archaic and anti-business Joint Labour Committee for the hotels sector. Michael Vaughan, President, Irish Hotels Federation (IHF) stated that it is incredulous that the Joint Labour Committee (JLC) system will be reintroduced to all counties outside of Dublin and Cork. This will have serious continued detrimental effect on job creation in the hospitality sector.

The JLCs were established to address this situation. They comprised equal numbers of representatives of trade unions and employers under an independent chairman appointed by Minister. The Committees set draft minimum rates of pay and conditions for their sector and once these are approved by the Labour Court they become legally binding without any supervision from the Oireachtas. This latter provision was the issue which resulted in the 2011 High Court decision declaring the JLCs to be unconstitutional..

Over the years the trade unions were enthusiastic supporters of the JLCs which invariably recommended wage increases and better working conditions. Employers regularly complained that provisions for overtime, enhanced week-end working rates and other ‘perks’ were unaffordable and damaged their business. It is nevertheless unlikely that many hotels or restaurants went out of business because of JLCs provisions alone. More recently employers have argued that the Minimum Wage has rendered the JLCs obsolete.

Richard Bruton’s decision to reform the JLCs has been strongly opposed by the RAI and IHF, but some of the proposals may nevertheless be welcomed.

Among the provisions of the 2012 Act are: • JLCs will have the power to set a basic adult rate and two additional higher rates • Companies may seek exemption from paying ERO and REA rates due to financial difficulty • JLCs will no longer set Sunday premium rates. A new statutory Code of Practice on Sunday working is to be prepared by the Labour Relations Commission • When setting rates JLCs will have to take into accounts factors such as

competitiveness and rates of employment and unemployment Other reforms, which do not need legislative change, include reducing the number of JLCs and standardising benefits such as overtime through a nationally agreed protocol or Code of Practice.

These reforms and the Minister’s proposals will establish a new era for the JLCs, provided of course that the 2012 Act is itself Constitutional.

Reacting to the Minister’s announcement, Adrian Cummins, chief executive of the Restaurants Association of Ireland said, “we will be getting our constitutional lawyers to look at the new proposal and if we find that the proposals are unconstitutional, our members will be asked if the Association should proceed with a Legal Challenge.”

This battle is not over and we may again see the Constitutional position of the JLCs debated in the Courts.

H&RT OCTOBER/NOVEMBER ‘13

13

FÁILTE IRELAND NEWS

Ireland on trend as world’s top travel bloggers attend Global Forum in Dublin 600 international travel bloggers descended on Dublin to attend TBEX 2013, the Travel Bloggers Exchange the world’s largest conference and networking event for online travel journalists.

TBEX 2013 arrived in Ireland following a tough competitive process which saw Fáilte Ireland’s bid ultimately win out over other international venues to bring the event here. Many of the delegates took the opportunity to tour Ireland on a number of Fáilte Ireland-organised tours and share their experiences with their followers.

There were opportunities for Irish tourism businesses to build relationships with the bloggers both in attendance at the conference as well as through a dedicated webinar with key TBEX speakers who are world leaders in their field.

Speaking after the event John Concannon, Director of Marketing with Fáilte Ireland said - “The future of travel and tourism is increasingly digital and the voice of bloggers is becoming more and more influential in helping travellers to decide which destinations to choose.

Dublin’s hosting of TBEX provided invaluable opportunities for Irish tourism businesses to get ‘wired’ and plug in to everything that social media offers in terms of more fans, visitors and revenue.”

Already the event has generated over 122 million impressions on Twitter with many more to follow.

Above: At TBEX are (l-r) Rick Calvert (TBEX), Chip Conley (Keynote Speaker, AirBnB) and John Concannon (Fáilte Ireland).

Below: Delegates enjoying their familiarisation trips around Ireland

Ireland to host World Adventure Summit in 2014 The global organisation for adventure and activity tourism, the Adventure Travel Trade Association (ATTA) recently announced that it will hold its Adventure Travel World Summit in Ireland next year - for four days in Killarney, 6-9th October 2014. Approximately 650 decision-makers (tour operators, media, agents, tourism agencies) will gather in Killarney for a mixture of discussion, debate and networking centred on the fastgrowing activity travel sector. The announcement was made at Fáilte Ireland’s annual adventure conference which took place in The Falls Hotel, Ennistymon.

“The direct economic impact for the Irish economy from hosting such a global summit will be almost €1m, and the marketing, industry education and global business connectivity value it will provide will also be significant.” said Ethna Murphy, Fáilte Ireland’s Adventure Tourism Manager.

14

H&RT OCTOBER/NOVEMBER ‘13

John Concannon with Shannon Stowell, Casey Hansiko and Chris Doyle from ATTA.

FÁILTE IRELAND NEWS

Autumn Sales Blitz comes to a close with increased optimism for 2014 Over the last five weeks more than 300 Irish tourism businesses engaged in over 7,600 oneto-one meetings with approximately 120 of the world’s top tour operators generating business for 2014. The autumn sales drive involved a series of custom-made workshops organised by Fáilte Ireland and covered key markets such as Great Britain, North America as well as new and emerging destinations such as India, China, South Africa and the Middle East.

Janet Weafer from Dunboyne Castle Hotel selling to Jim Kilpatrick from Phoenix Travel UK

Pictured at the US Expo are Gary Breen, Fáilte Ireland, Siobhan Barrett, Celtic Culture, Hilarie McGuinness, Tourism Ireland and Aoife Thomas, Derry Visitor and Convention Bureau

Pictured at the UK Inbound Workshop which was held in the Royal Marine Hotel Dun Laoghaire were (l. to r.): Michelle Maguire, Ireland's Blue Book; Maxim Pitrim, Collection Consulting UK; Laura Hanly, Fáilte Ireland; Ann Kilcoyne, Glasnevin Museum and Miriam Ferriter, Ballygarry House Hotel and Spa, Tralee, Co Kerry.

Shortlist announced for Tourism Town Award Fáilte Ireland confirmed the shortlist of ten top towns from across the country selected for their 2013 Tourism Towns Award. The winner will be announced at a ceremony on 28th November.

The shortlisted towns are: • Cobh, Co. Cork • Drogheda, Co. Louth • Ennis, Co. Clare • Kenmare, Co. Kerry • Kilkenny, Co. Kilkenny • Letterkenny, Co. Donegal • Mulranny, Co. Mayo • Murrisk, Co. Mayo • Tralee, Co. Kerry • Westport, Co. Mayo “This award is all about recognising Irish towns and villages which are working hard to make Ireland even more attractive for tourists.” said Beverley Sherwood from Fáilte Ireland

H&RT OCTOBER/NOVEMBER ‘13

15

PARTNERSHIPS

Bountiful business Colm Neville talks about the benefits of his partnership with Great National Hotels Colm Neville has played an invested part in his family business since its foundation.

The Neville family runs The Riverside Park Hotel and Leisure Club in Enniscorthy, Co. Wexford, which was built in 1998. Colm took over full ownership of the business in 2009. The hotel is a 4-star with 60 bedrooms, conference, function and wedding facilities, and a state of the art leisure centre.

In 2011 the hotel was struggling to maintain market share in the background of evermore-online business being done. “We were looking at about a 7% decrease in our overall accommodation business that year,” says Colm. In July of that year, Colm struck a bountiful partnership with Great National Hotels, a signature group with 17 business class hotels and resorts in Ireland and a further 3 in the UK. “Great National came along and projected a 10 percent increase in accommodation business.

Netting a 15% increase to what I was looking at seemed much more appealing.”

Booking hotels rooms and stays online has become the norm today. There’s only so much an independent can do to achieve exposure to the marketplace as opposed to having a group with a specialised marketing budget team. “We would have been doing 20% of bookings online and the rest over the telephone. Obviously the Great National Group had more clout and could deliver more bang for our buck.” “We weren’t active enough nor didn’t have enough of those third party booking systems set up, that was something that drove quite a bit of business.”

The group immediately took over all telephone reservations, which went to their central call centre in Ennis. Colm knew that whatever move they made it would have to be good for their customers for it to be sustainable. “I feared that the people answering the phones wouldn’t know enough about our locality and customers would get the feeling that they were more of a number than an individual. After speaking to a couple of the partner hotels already on board I found out that that wasn’t the case. I made a couple of dummy

16

H&RT OCTOBER/NOVEMBER ‘13

calls and I was quite impressed, Great National have invested in the very best of technology to make sure the reservation team are up to date with all information.”

Their marketing budget has now been reduced, and redirected through the group. “We don’t have a reservation agent in the hotel at all now and regarding accommodation bookings we never had such good information to make decisions before.” Now we are better informed about yield management, pricing our product going forward, where there are black spots or weaknesses in the market for the coming months hence allowing us to put specials on. We just wouldn’t have had that expertise that Great National has brought to the table. “As a result the hotel has had their guest accommodation turnover increase by about 70,000 per year. That has required at least two new jobs to be created in direct accommodation, and two new bar and restaurant staff.”

PARTNERSHIPS

The major growth has been in leisure and family business. We’ve noticed that has become particularly stronger than before our affiliation with Great National. “I would say that we have a greater number of leisure stay promotions through great national than before. The Riverside Park is a very popular local wedding venue. About 30% of accommodation business is driven by weddings at the hotel. A very high turnover of our profit comes from our food and restaurant business, hotels would traditionally have a greater turnover from accommodation. 50% of our turnover would come from direct food sales.”

A major benefit from a partnership with Great National is receiving a new insight into marketplace trends - “An independent hotelier doesn’t have access to the trends within the marketplace, now we can discuss across the hotel group to see how we’re doing on a monthly basis and benchmark against our peers. Because Great National has such a large number of hotels in the Irish market it’s quite valuable to know that your position is still strong overall.

“If things aren’t looking great for everyone it means you have to get through these times but if you’re spiking low while the rest of the group is doing well then you will need to take a look at how your operation is being run and how your decisions are being made.”

Becoming affiliated with Great National is the single reason that Colm can now afford to expand the hotel and build an extra wing with twenty new bedrooms and a second function room.

“Our wedding business is so successful that it’s almost a given if you call at the weekend during the summer we will be full.

We’ve been turning away business so based on this we now require a second function room.

“I would not have been in a position to go ahead with this plan if we hadn’t seen the lift in accommodation sales that Great National has delivered. We’re commencing construction in January and hopefully opening the new wing in July.”

So roughly how much has been invested in this partnership? The cost is largely on a commission basis. “Great National takes 10% commission on accommodation sales and there is also an ‘affiliation fee’ of €600 per week.” This looks after marketing costs as the group manages the hotel website and all online marketing campaigns.

“We’re very happy to be part of the group, but we’re protective over our name as a family hotel locally. As far a physical change there’s been a certain amount of brand recognition, but we still feel like an independent family owned hotel ran by local people.”

As an overview Colm believes that continued investment is key to keeping turnover up. “It’s important to stay relevant and keep all hotel facilities up to date.

You’ve got to keep the standard up and the customer will keep coming back.”

A partnership with Great National Hotels is a great opportunity for any competitive hotelier looking to expand. It will open doors of possibility.

H&RT OCTOBER/NOVEMBER ‘13

17

TOURISM

Tourism Ireland’s promotional blitz targets late-season travellers around the world Tourism Ireland’s extensive €19 million promotional campaign is in full swing right now, to boost late-season travel to Ireland from around the world during the last few months of The Gathering. The September to December period usually yields as much as 30% of Ireland’s overseas tourism business.

The campaign is highlighting the many festivals and events taking place right around the island this autumn - from the Dublin Festival Season, to the Belfast Festival at Queens, Wexford Festival Opera, Westport Food Festival and the Cork Jazz Festival. An extra-special focus will be placed on highlighting the New Year’s Eve event in Dublin - NYE 2014 - the grand finale of

The Gathering, which looks set to be even bigger and better than last New Year’s event.

The campaign - which is under way in Great Britain, the United States, Mainland Europe, Australia and emerging markets includes a major focus on city breaks as well as on attracting visitors to more rural areas over the coming months. Highlights of the activity include co-operative promotions with Aer Lingus and Ryanair, transatlantic and longhaul airlines like American Airlines, Etihad and Emirates; cinema, radio, print and online advertising; as well as extensive PR and social media activity.

Thank you to Ready to do Gathering business in “Enablers” IN GB London!

A reception took place at the Irish Embassy in London, to recognise key Gathering “enablers” in GB and thank them for their efforts this year, in ensuring the success of The Gathering.

Afterwards, Tourism Minister Leo Varadkar also hosted the GB launch of a new book, titled “The Gathering - Reflections on Ireland”.

Pictured are HE Dan Mulhall, newly-appointed Irish Ambassador to Britain; Minister Varadkar; Niall Gibbons, CEO of Tourism Ireland; and Kevin Fitzpatrick and Lawrence Hennigan, both representing the Manchester Mayo Gathering - the largest Gathering from Britain, with 11 events taking place in Mayo over nine days at the beginning of August.

As part of its push to grow conference and business tourism from Great Britain and elsewhere around the world, Tourism Ireland, together with six partners from around the island of Ireland attended the Venues & Events exhibition in London.

Pictured are Rachel Meehan, Tourism Ireland; Jeroen Quint, Solis Lough Eske Castle; Donna Brogan, Dublin Convention Bureau; Joyce McElroy, Tourism Ireland; Patrick McLain, National Museums Northern Ireland; Clare Mullin, The Merchant Hotel, Belfast; Natalie Merrigan, Meet in Galway; and Michelle Murphy, Kerry Convention Bureau.

Co-operation with German partners 10 million potential visitors in Frankfurt, Düsseldorf and Munich are seeing online advertising with Aer Lingus this autumn, highlighting attractive airfares and great reasons to visit; co-op activity with Ryanair is promoting city breaks and major festivals; and Tourism Ireland is also working with leading German online travel agents, such as Expedia and Opodo.

Online campaign in Germany with Aer Lingus.

18

H&RT OCTOBER/NOVEMBER ‘13

TOURISM

Targeting North American visitors for Fall breaks An estimated 2.5 million Americans have been seeing full-page Ireland ads, with accompanying full-page advertorial features, in the September editions of glossy magazines Afar, Food & Wine and Travel & Leisure which have a combined circulation of 2.5 million. And co-operative activity with American Airlines this autumn includes ads and feature articles in American Way (inflight magazine), ads in Celebrated Living (the onboard publication for first and business class passengers), as well as 30-second ads running on tablets during first and business class flights. In addition, a new Tourism Ireland online campaign is targeting a younger, independent traveller, typically aged 25-35 years, with ads appearing on a variety of popular food, lifestyle, entertainment and travel websites.

Above: Advertorial in American Way, the inflight magazine of American Airlines.

Left: Influential travel and lifestyle journalists from the US and Canada have been invited to visit Ireland this autumn - including a crew from Canada AM, Canada’s top breakfast show which airs to about 1.4 million viewers. Pictured is cameraman Jason O’Reilly, filming well-known Canadian gardeners Mark Cullen (second left) and Denis Flanagan, as they interview Darina Allen at Ballymaloe Cookery School.

Wild Atlantic Way launched to French travel trade Tourism Ireland launched the Wild Atlantic Way to leading French tour operators and travel agents at IFTM (International French Travel Market) in Paris - the largest travel trade exhibition in France, which attracts almost 30,000 visitors.

Rónán Ó Siochrú, Hidden Ireland Tours and representing the Wild Atlantic Way, with French travel agent Pierre Raymond, at IFTM in Paris.

Flavours of Ireland 2013 Forty Irish tourism enterprises attended this year’s Flavours of Ireland in London. Now in its eleventh year, Flavours is an annual event organised by Tourism Ireland, which aims to grow our share of the huge worldwide tourism market. It was attended by 100 representatives of top UK inbound tour operators like China Holidays, Miki Travel, Insight Vacations and JAC Travel Ltd - who are responsible for putting in place the arrangements for holidaymakers to the UK and Ireland from all over the world.

Tourism Minister Leo Varadkar (second right) with Simon Ramsey, G2 Travel Ltd; Sanjay Lakhtaria, Globetrotters; Gretel O’Sullivan, Destination Killarney; Brian Miley, Muckross Park Hotel, Killarney; Susan Randles, Randles Hotels, Killarney; and Niall Gibbons, CEO of Tourism Ireland, at the Flavours of Ireland 2013 workshop in London.

H&RT OCTOBER/NOVEMBER ‘13

19

DUCK

Passionate about Duck After celebrating 50 years in business last year, the success story surrounding Silver Hill Farm continues. Barry Cullen, Head of sales at Silver Hill, explains that 2013 has been the most successful year ever for the company in terms of the awards they have won.

“These awards include the top accolade in the Great Taste Awards, The Irish Quality Food Awards and the Blas na hÉireann Awards. We are very proud of these achievements as a business and it is testament to our entire team and the products themselves that we are continually recognised for the quality and consistency of our products,” says Barry.

Great Taste 2013 Great Taste, organised by the Guild of Fine Food, is the acknowledged benchmark for specialty food and drink. It has been described as the “Oscars” of the food world and the Great Taste logo is the sign of quality and perfection.

Of the 10,000 products entered, only 1,000 get 1 star, 500 get 2 stars and 125 get 3 stars. Silver Hill Farm was awarded 3 gold stars for its Duck Breast with Garlic and Pepper, 2 stars for Confit Legs. In addition, Silver Hill received 1 star awards for three other products.

Irish Quality Awards & Blas na hÉireann At the first ever Irish Quality Food and Drink Awards, which was held in the Mansion House on the 18th September, 3 of the top 4 products shortlisted were products of Silver Hill’s duck farm in Emyvale, North Monaghan.

The company was awarded for its Confit of Duck Legs and Silver Hill duck was on the menu at the awards ceremony. At the 6th annual Blas na hÉireann awards ceremony, which took place recently in Dingle, Silver Hill received 3 accolades including gold category for Silver Hill Farm’s Duck Breast with Garlic and Pepper.

Blas na hÉireann’s objective is to “celebrate and reward the very best tasting Irish food and drink products, and the passionate, driven producers who make it,” and as the team at Silver Hill Farm is dedicated to perfection, there is no doubt that they deserve every accolade t hey receive.

20

H&RT OCTOBER/NOVEMBER ‘13

DUCK Commitment to Locality Although Silver Hill Farm continues to grow its business in Europe and beyond, the company is owned by the Steele family, and they are maintaining their commitment to corporate responsibility and involvement with local community.

The Silver Hill Farm shop, located beside the Silver Hill Farm facilities, offers a range of the company’s duck products and proudly displays homemade condiments from Castle Leslie and handmade pottery from Busy Bee Ceramics, along with other locally produced crafts.

The Silver Hill Farm shop also has a garden centre on site and a community allotment directly across the road. Divided into sections, the allotment is nurtured and harvested under the guidance of the farm shop by different schools in the local area.

Origin Green Membership Origin Green is a unique sustainability development programme developed by Bord Bia to internationally demonstrate the commitment of Irish food and drink producers to operating sustainably - in terms of greenhouse gas emission, energy conservation, water management, biodiversity, community initiatives and health and nutrition.

Silver Hill Farm is one of the 27 verified members of Origin Green and with sustainability at the heart of the company, Barry Cullen says, “becoming involved with the Origin Green project was a natural progression for us and we look forward to sharing the aims and endeavours of this very worthwhile exercise with our customers.”

Barry affirms that sustainability has always been of the uptmost importance at Silver Hill Farm and says “Ireland has been at the forefront in producing quality food for decades, so this is just another example of our leading food producers once again raising the bar.”

Plans for the Future Barry Cullen is optimistic about the future of the Silver Hill Farm business, explaining that “the company has embarked on a 5 year growth plan to double the turnover, while focusing on entering new retail and food service markets.”

Silver Hill Farm’s Head of Sales says “we are currently in year 2 of this plan and have managed to achieve double digit overall growth over the last 2 years across all our core business. The plan is based on expanding our current range of award winning products further into new markets such as Germany, France, Denmark, Belgium and Holland in 2014.”

Silver Hill Farm also continues to expand its more recently established markets in South Africa and the United Arab Emirates.

Meanwhile, following the rebranding of the Silver Hill product earlier this year, duck is back on the menu at home. In the last year, retail sales of the company’s duck products increased by 50 per cent in Ireland.

Duck is becoming more mainstream as people are more comfortable cooking it.

Silver Hill Farm has a strong presence at national and local community events, from the National Ploughing Championships to the Taste of Monaghan, in promoting and educating people on the preparation of their quality duck products.

As part of the rebranding, Silver Hill Farm has introduced a new sales brochure including some recipe suggestions, which is available in the Silver Hill Farm shop, Pallas Foods and at various events attended by the company’s marketing team.

As Barry Cullen says, the company’s growth plan for the future involves doing more of what is being already done to successfully grow the Silver Hill Farm brand at home and abroad.

Caroline Leddy

H&RT OCTOBER/NOVEMBER ‘13

21

ONLINE MARKETING

The rise of

meta search Ciaran Rowe and Des O’Mahony The demands of the online consumer for a more efficient way to assess multiple sources of information, for example comparing lots of sites for the best price for a specific hotel on a specific date, has directly led to the recent rapid rise in meta search websites and technologies of late.

Meta search for travel has actually been around in various formats for quite some time, particularly for flights, though airlines like Ryanair have taken considerable steps to thwart them. Recent news shows that Skyscanner is now valued by investors at $800M, and it is also moving into hotels with the acquisition of the hotel search brand Fogg. This is certainly one to watch.

The most popular sites for accommodation at the moment include Google Hotel Finder, TripAdvisor, Kayak & Trivago, all of whom offer real time availability and pricing from multiple sources to their users, thereby allowing the user to make an informed decision with minimal effort. Consolidation in this space has been rife recently, with smaller sites being acquired by some of the bigger players, and new entrants to the market quickly grabbing a huge presence in the consumers’ decision-making process.

The third way online for hotels For consumers, the development of meta search was clearly a useful tool in their search process, but for hotels the advantages weren’t initially so clear. The rates and availability being displayed were usually taken from OTA sites, so although the hotels might be getting bookings through meta search, they were coming at a high price - up to 25% commission in some instances.

This all changed recently as the meta search providers allowed for integration with the hotel’s own inventory, thus enabling direct contact between hotels and consumers. The introduction of this integration changed the meta search model from being just another distribution channel to becoming a key marketing channel for hotels. Note that hotels can’t directly integrate themselves with most meta search sites - they need to be using a hotel representation service, such as Bookassist, that can manage the data and integration for them in a structured and automated way.

22

H&RT OCTOBER/NOVEMBER ‘13

Hotel representation companies such as Bookassist have integrated with Google Hotel Finder, TripAdvisor, Trivago and others to allow Bookassist client hotels’ inventory and rates to be fed automatically and dynamically to the meta search sites, allowing hotels to compete head to head with the OTA pricing on those sites.

For hotels, meta search can therefore be viewed as the “third way” online, sitting right in the middle between the direct model on the one hand, where the customer books directly on the hotel’s own website, and the indirect online travel agent (OTA) model on the other hand, where the customer browses and books on a single branded OTA platform such as Expedia or Lastminute.com.

Game-changing marketing opportunity As a marketing channel, meta search interacts with users at most stages of their research and decision making process. So whether a user goes directly to a site such as Trivago, or if they are doing a general search in Google, or even if they are looking at reviews in TripAdvisor, there is an opportunity for hoteliers to be directly present with their live rates, and the chance to bring the user directly to the hotel website booking page.

Once a hotel is working with a company such as Bookassist, pages on TripAdvisor where they can expect their rates to appear include their own hotel page. They will also appear on generic location pages on TripAdvisor, for example ‘Paris Hotels’, but the level of exposure on these type of pages will depend on how highly ranked the hotel is in within TripAdvisor itself. Ranking is always king on TripAdvisor.

Google offers a bewildering array of placement opportunities once your hotel is using an integrated service like Bookassist. Rates can appear on Google’s Hotel Finder, on Google Maps, on Google+ Local, and in Google Universal searches. In this case the ranking of the placement relative to the OTA offerings will specifically depend on the price of a double room for the dates chosen by the customer, and on the bid placed for the potential click by the representation company managing the listing on the hotel’s behalf.

This has the potential to be a game-changer for hotels - why would a user go to an individual OTA website when they can check multiple OTA offerings in one place using meta search?

Hotels can now compete on an equal footing with OTAs, particularly when it comes to users specifically researching the hotel brand, but they need to understand the medium first and partner with an experienced provider such as Bookassist.

Practical details Getting set up to appear on meta search sites is relatively straightforward, but as mentioned, needs to be done via a representation company that has established a trusted integration with the meta search site. The system generally works on a pay per click model, with the hotel charged every time a user clicks through to their booking page, similar to the Google Adwords PPC model. If a user does not click then there is no charge for the exposure. So it’s still valuable free advertising.

Managing these campaigns is a skill that requires experience in the online marketing area, in particular with meta search marketing, so we would advise partnering with a provider that offers a robust integration as well as marketing expertise to get the most from your marketing budget.

Budgets for meta search marketing vary significantly by property, but the costs are not prohibitive. A budget of €500 each per month usually provides good exposure on Google Hotel Finder and on Tripadvisor. However, participating in meta search marketing is not something you should set up and forget about. In order to generate a good return you need to ensure good availability and rate parity or better, as well as a good user experience when they arrive at your booking page or

ONLINE MARKETING

Table 1: Conservative calculation of what may be achievable with good meta search campaign management. Try your typical hotel figures in this table.

landing page. The click delivery is the meta searchers’ job, but conversion of the customer is still yours.

When looking at the return on investment, it is also critical to factor in the commission costs that were saved by diverting a user from booking through an OTA to booking direct on the hotel site. For example, through an OTA your booking may have been at 20%, while through your website it may be at 3% or less, plus the click charges. As an example, enter your own figures in Table 1 and see what can be achieved. The savings of course need to also contribute to website costs and management fees, but it still is significant. Getting this right on a regular and consistent basis means that there is a considerable ongoing benefit to be had.

What’s more, since the customer converted has booked on your own website, you now have their details for future marketing. This customer is now your customer, not an OTA’s customer, which presents further opportunities for brand building and re-marketing in order to capitalise on life-time value.

Bottom Line Meta Search marketing is a great opportunity for hotels. To ensure you get clicks, you need to be focused on pushing the best rates and always having last room availability. Remember that a click is wasted unless you can work hard on ensuring conversion through proper website design, specific targeted landing pages, and a booking engine layout designed to convert.

Meta search is one of so many online marketing approaches, all of which need to be tackled and optimized. It is important to partner with an experienced provider, with a proven track record in online marketing and strategy, in order to really maximise the returns on your investment and to be kept informed of the latest trends and opportunities in the area.

Bookassist is nominated for the 4th year running as World’s Leading Booking Technology Provider at the prestigious World Travel Awards. As an industry insider, you can vote for Bookassist to help them follow last year’s win with another in 2013!

Please visit http://bookassist.org/vote and give Bookassist your vote today.

Ciaran Rowe is Senior Search Strategist, and Dr Des O’Mahony is CEO and founder at Bookassist (bookassist.org), the award-winning technology and online strategy partner for hotels worldwide.

H&RT OCTOBER/NOVEMBER ‘13

23

SPONSORED BY

CITYWEST - DUBLIN TUES 11TH FEB 2014 VISIT FOODANDBEV.IE

BE PART OF THE NETWORKING EVENT OF THE YEAR BOOK YOUR TICKETS NOW AT WWW.FOODANDBEV.IE For more information on exhibiting contact: Ciara Moffat: Email: ciara.moffatt@eventhaus.ie Tel: 01 8460020 Richard Byrne: Email: richard.byrne@eventhaus.ie

Mob: 0868140544

FOOD

forTHOUGHT

PRE-BUDGET SUBMISSION On September 12th 2013, the Restaurants Association of Ireland presented its pre-budget submission to the Minister for Finance, Mr. Michael Noonan T.D. The submission entitled, ‘A Proactive Plan to retain current effective measures in Government, maintain and grow employment in the Restaurant Industry, and sustain economic competitiveness in Ireland’ set out a ten point plan for Government to consider and it focused on the following topics;

1. Retention of VAT at 9% and an Introduction of a Composite Rate of VAT 2. Reduce Current Rate of Excise Duty 3. Reduction of Overheads & Regulatory Burdens 4. Tackling Obesity in Ireland & the Establishment of a Nutrition and Healthy Eating in the Primary and Secondary School Syllabi 5. Shortage of Chefs threatens the success of the Tourism Industry Recovery 6. Funding for Fáilte Ireland & Tourism Ireland- Designate 2014 as Year of Food Tourism 7. Sick Pay Scheme 8. Make Work More Attractive 9. Access to Credit 10. Establishing Events Ireland & Streamlining Tourism Agencies Restaurants Association of Ireland 11 To Bridge Court –details Citygate St. Pre-Budget Augustine Street - Dublin 8 - Registered Company No. 56224 see further on -the submission please logon to www.rai.ie Official Sponsor of

FOODforTHOUGHT

Patrons:

FOODforTHOUGHT

Chef Marco Roccasalvo from Campo di’Fiori, Bray, Co. Wicklow

Chef Paul Horohoe of The Black Oliver, Longford

Food and Hospitality Show The Food and Hospitality Show (Incorporating SHOP) took place on 18th and 19th September in the RDS Industries Hall. The Restaurants Association of Ireland were delighted to be a partner of the show and hosted the Chef’s Table over the two days with 4 different Chef’s demonstrating their cuisine’ each day.

On day two of the Chef’s Table, Chef Kevin O’Toole of Chameleon Restaurant in Temple Bar, Sham Hanifa of The Cottage Restaurant Leitrim, Chef Marco Roccasalvo of Campo di’Fiori Bray and Paul Horohoe of The Black Olive Longford entertained and gave expert cooking tips to visitors.

On the first day Chef James Ainscough of Dublin Wine Rooms, Chef Pat Kiely of O’Connors Seafood Restaurant Bantry, Chef Kate Lawlor of Fenns Quay Cork and Chef Alberto Antonetti of Pinocchio Restaurant Ranelagh Dublin treated visitors to fantastic dishes.

The Association was delighted to have an information stand at the show and it gave a perfect setting for briefing members of the hospitality trade on the Keep VAT at 9% campaign and the various events and campaigns that the association runs throughout the year.

Keep VAT at 9% Campaign

RAI Panel discussion on the merits of Food Tourism with Caoimhe Ni Dhuibhinn failte Ireland, Olivia Duff The Headfort Arms and FI Food Ambassador and Martin Harte of Temple Bar Traders.

Budget Day is upon us and the campaign to Keep the VAT at 9% has visited nearly every county in Ireland, had motions passed in 26 County and City Councils to retain the VAT at its current rate of 9%, vast amounts of press coverage both in national, local broadcast, print and online.

We would like to thank all of our members and all members of the foodservice industry for their engagement with the campaign, for attending events and contacting local politicians about the positive effects that the 9% Vat rate as had on both the hospitality and tourism sector.

At the time of going to publishing we still had 8 days of campaigning left to go and fingers crossed that on October 15th Minister Noonan will announce the retention of the 9% rate.

David and Philip from Hugh Jordan supporting Keep VAT at 9%.

Official Sponsor of

FOODforTHOUGHT

Patrons:

Offi

FO

FOODforTHOUGHT

Roadshow Dates The Restaurants Association of Ireland Annual road-shows kick off on Monday October 21st.

The road-shows see us visit our 9 branches and they take place on the following dates; Wednesday 23rd October

Northeast – Black Bull Inn, Drogheda, Co. Louth

Thursday 24th October

Kilkenny

Tuesday 29th October

Dublin – Fallon & Byrne Restaurant, D. 2

Wednesday 30th October

Midlands - Athlone

Monday 4th November

Cork -

Monday 18th November

Midwest - Cornstore, Limerick

Tuesday 19th November

Kerry - Killarney

Monday 25th November

Northwest – Eala Bhan, Sligo

Tuesday 26th November

West – The Twelve Hotel, Barna, Galway

Restaurants Association outraged by Governments decision to restore Joint Labour Committee The Restaurants Association of Ireland (RAI) is outraged with the government’s decision to restore the Joint Labour Committee wage-setting system as set out in the Industrial Relations (Amendment) (No 3 Bill) 2011.

Adrian Cummins, Chief Executive of the Restaurants Association of Ireland said, we will be getting our constitutional lawyers to look at the new proposal and if we find that the proposals are unconstitutional, our members will be asked if the Association should proceed with a Legal Challenge.

NEW MEMBERS Dan Cronin’s Bar & Bistro

The Square, Newcastle West, Co Limerick

www.dancroninsbar.com

Gordon Ramsay at Powerscourt

Co Wicklow

www.ritzcarlton.com/powerscourt

La Boheme

Co. Waterford

www.labohemewaterford.ie

Paddys Bar

Co Tipperary

www.paddysbar.ie

La Sirena Mexican Restaurant

Co Dublin

http://lasirena.ie/

Copper Bar & Grill

Dublin 18

http://thecopperbar.ie/

Mak at D6

Dublin 6

www.mak.ie

Dela

Co Galway

www.dela.ie

La Caverna

Dublin 2

http://www.lacaverna.info/index.html

Brasserie on The Corner

Co Galway

http://brasseriegalway.com/

The West Bar & Restaurant

Co Mayo

http://thewest.ie/

The Kilkenny Café & Restaurant

Co Cork

http://www.kilkennyshop.com/shanagar-

La Trattoria Restaurant

Co Cork

http://latrattoriamidleton.com/

Conservatory Bistro & Bar @ The Glenview Hotel

Co Wicklow

www.glenviewhotel.com

Mayfield Eatery

Dublin 6W

https://www.facebook.com/mayfieldeatery

Bloomers Café Rathkeale

Co Limerick

Bloomers Café Newcastle West

Co Limerick

The Windmill Steakhouse

Co Dublin

https://www.facebook.com/mayfieldeatery

The Grill @ Ollie’s Place

Co Dublin

http://www.ollies.ie/grill1.htm

McDermotts Bar & Restaurant

Co Sligo

www.mcdermottsrestaurant.com

Doyles Seafood & Restaurant

Co Kerry

www.doylesofdingle.ie

Il Folletto Restaurant

Co Galway

www.ilfolletto.ie

The Greenroom at Seafield Hotel

Co Wexford

www.seafieldhotel.com

Barron’s Café & Accomodation

Co Donegal

Official Sponsor of

FOODforTHOUGHT

Patrons:

NEW MEMBERS Havilah African Kitchen

Dublin 1

http://www.wheretoeat.ie/restaurants/havilah-african-kitchen

Manhattan Steakhouse

Co Donegal

www.manhattan-steakhouse.com

Red Torch Ginger

Dublin 2

www.redtorchginger.ie

The Fox’s Den

Co Sligo

http://www.thefoxsden.com/

The School of Cookery

Dublin 5

www.theschoolofcookery.ie

The Wooden Spoon

Co. Clare

https://www.facebook.com/WoodenSpoonKillaloe

Il Sereno

Dublin 3

Camden Kitchen

Dublin 8

www.camdenkitchen.ie

Chili Club

Dublin 2

www.chiliclub.ie

Café Express

Galway

http://www.cafeexpress.ie/

The Kitchen @ Gorey

Co. Wexford

www.thekitchengorey.ie

O’Neills Bar & Restaurant

Dublin 2

http://oneillsbar.com/

Nosta

Co Cork

www.nosta.ie

Templemore Arms Hotel

Co. Tipperary

www.templemorearms.com

Bailie Hotel

Co. Cavan

www.bailiehote.com

Blue Café Bar

Co. Dublin

www.bluebar.ie

37 West

Co. Galway

www.37west.net

Spice Inidan Cuisine

Co. Cork

www.spiceindiancuisine@eircom.net

Dobbin’s Wine Bistro

Dublin 2

www.dobbins.ie

The Western Restaurant @ The Western Hotel

Co Galway

www.thewestern.ie

The Brook Inn

Co. Cork

http://thebrookinn.ie/

Renzo Gallery Café

Co Galway

www.renzocafe.weebly.com

Maximilians Bistro

Dublin 15

http://www.maximiliansbistro.ie/

Manifesto Restaurant

Dublin 6

http://manifestorestaurant.ie/

Sage Restaurant

Co. Cork

http://www.sagerestaurant.ie/

The Greenroom Café @ Sage

Co. Cork

http://www.sagerestaurant.ie/greenroom/

Sage Restaurant

Co. Mayo

http://www.sagewestport.ie/

Tynan’s Fine Food

Co. Laois

www.tynans.ie

The Silver Eel

Co. Roscommon

www.silvereel.ie

Harpers on the Quay

Co. Louth

www.harpersonthequay.ie

The Forge Restaurant

Co. Meath

www.theforgerestaurant.ie

Squigl Restaurant

Co. Wexford

www.squiglrestaurant.com

Brogan’s Bar

Co. Clare

www.brogansbarandrestaurant.com

Tyrellspass Castle Restaurant

Co. Westmeath

www.tyrellspasscastle.com

P

TRADE PARTNERS Alan Caren & Partners Ltd

Dublin 7

ww.alancaren.ie

Stokke GmbH

Germany

www.stokke.com

Wright Safety Services

Co Wexford

http://wrightsafety.ie/

Wright Cost Management Services

Co Wexford

http://www.bcmcorporate.org/barryprofile.php

Customer Connect Loyalty Ireland

Dublin 24

www.customerconnectireland.com

The App 4 u

Dublin 12

www.theapp4u.com

My Place Connect

Dublin 4

www.myplaceconnect.com

Restaurants Association of Ireland

Re

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

11

Official Sponsor of

FOODforTHOUGHT

Patrons:

Offi

FO

CARVERY AWARDS

Harvey’s Point in Donegal scoops Best Hotel Carvery award The Elm Tree in Cork holds on to its Best Pub Carvery crown at the Great Carvery of the Year Grand Final

Harvey’s Point hotel in Donegal and The Elm Tree in Cork have been crowned Ireland’s best hotel and pub carvery venues respectively in the fourth annual Great Carvery of the Year competition. For the second year running, Donegal hotel Harvey’s Point took home the top gong for Great Carvery Hotel of the Year, while, for an incredible third year in a row, The Elm Tree in Cork was crowned Great Carvery Public House of the Year. The winners were unveiled by rugby ace Sean O’Brien in front of a packed house at the Great Carvery of the Year Grand Final at the Herbert Park Hotel in Dublin.

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. Speaking at the final, Head Judge and Business Development Chef at Unilever Food Solutions, Mark McCarthy said: “The carvery is an institution in Ireland and I am hugely impressed every year by not only the response we receive from operators, but by the calibre of entries we receive. I know that times are tough for a lot of pubs and hotels because of the difficult economic climate, but I strongly believe that carvery is something truly unique to Ireland and that we have to continue showcasing it as one of our foodservice industry’s unique selling points.

Now in its fourth year, the Great Carvery of the Year competition continues to grow.

Open to pubs and hotels in the Republic of Ireland and Northern Ireland, this year saw a record number of entries received. All venues were subject to a six-week-long public vote - with text voting introduced alongside the traditional online vote for the first time - to determine a long list of 48 venues. These venues were then visited by a team of mystery shoppers, led by Mark McCarthy, who had the tough job of whittling these venues down to 24 finalists, and then down to just eight provincial winners and two overall winning venues.

Among the provincial winners in the Hotel of the Year category are Ashbourne House Hotel, Meath (Leinster); Dan Buckley’s Bar at the Castle Hotel, Cork (Munster); Galway Bay Hotel, Galway (Connacht) and Harvey’s Point, Donegal (Ulster).

In the Public House of the Year category, An Poitín Stil, Dublin (Leinster); The Elm Tree, Cork (Munster); The Merry Monk, Mayo (Connacht) and The Stables Bar and Restaurant (Ulster) claimed the provincial titles.

As Great Carvery Hotel of the Year and Great Carvery Public House of the Year, Harvey’s Point and The Elm Tree will receive marketing support to the value of €2,500 each. Both venues will also receive a specially commissioned wall plaque and commemorative chalkboard to remind customers that they are about the sit down and enjoy the best carvery in Ireland.

Overall winners: Great Carvery Hotel of the Year: Harvey’s Point, Lough Eske, Co Donegal Great Carvery Public House of the Year: The Elm Tree, Glounthaune, Cork Provincial winners: Great Carvery Hotel of the Year Leinster: Ashbourne House Hotel, Co Meath Munster: Dan Buckley’s Bar at the Castle Hotel, Co Cork Connacht: Galway Bay Hotel, Galway Ulster: Harvey’s Point, Co Donegal

“While all our finalists demonstrated exceptionally high standards in food quality and service, I would like to especially acknowledge Harvey’s Point in Donegal and The Elm Tree in Cork. These establishments not only impressed us with their vast array of carvery dishes, but with providing excellent value for money in what is an increasingly competitive space.”

Great Carvery Public House of the Year Leinster: An Poitin Stil, Dublin Munster: The Elm Tree, Co Cork Connacht: The Merry Monk, Co Mayo Ulster: The Stables Bar and Restaurant

H&RT OCTOBER/NOVEMBER ‘13

29

FOOD & BEV LIVE

Food & Bev Live is back!

Following the great success of the inaugural event in 2012, IFSA, (the Irish Foodservice Suppliers Alliance) are bringing Food & Bev Live back in 2014. The event takes place on Tuesday, 11th February 2014 at The Event Centre, Citywest Hotel, Co. Dublin. (10am-5pm).

FOOD AND BEV LIVE 2014 is an exciting one-day event aimed at stimulating the Foodservice and Hospitality industry and there is no other national event dedicated to this purpose that also stages of a range of foodservice skills competitions.

Organised by the Industry for the Industry and sponsored by Bunzl McLaughlin, FOOD & BEV LIVE 2014 is setup to celebrate excellence, showcasing over 60 of the country’s top suppliers. The event will once again be a hotbed of industry promotion, networking and dialogue, attracting an attendance of over 1500 Chefs, Baristas, Bartenders, Food & Beverage Managers, Hotel Managers, Restaurant Managers, Coffee Bar & Café Owners and more.

NEW FEATURES FOR 2014…

IFSA is delighted to announce a series of new features for Food & Bev Live 2014, which takes First of the new features will be The Euro-toques Live stage. Following on from the success of the Euro-toques area within CATEX 2013 and the feedback from the many chefs who sat in on both demonstrations and master classes, Euro-toques (along with some winners from the Young Chef of the Year) and IFSA plan to repeat this unique culinary information exchange once more at Food & Bev Live 2014. The

30

H&RT OCTOBER/NOVEMBER ‘13

theme of these demonstrations will follow the theme of this years Euro toques Young Chef of the Year - Food Memories. A Panel of Euro-toques members will also work closely with IFSA in preparation of the menu for the Champion of Champions gala dinner at F+B LIVE. Sodexo Ireland, are also bringing another first to the event when they will stage the very first “Sodexo Challenge @ F&B Live”. For the event, Sodexo Ireland has commissioned one of Ireland’s best known chefs, Derry Clarke, to set a culinary challenge for selected members of the company’s 500-strong chef team. Said Derek Reilly, Executive Chef for Sodexo Ireland, said “We are delighted to be working with the team at Food & Bev Live next year and the challenge set by Derry Clarke will give our culinary team the opportunity to display their skills in front of a live audience.

Award winning agency Noel Recruitment are hosting the all-new Recruitment Hub at the event. The hub will comprise a recruitment clinic and advice desk for prospective candidates and emplyers looking for new staff and will also showcase training solutions and up-skilling possibilities for both client companies and individual candidates.

The all-new Foodpak Zone will be launched at Food & Bev Live 2014. Food and Beverage suppliers are always on the lookout for innovative packaging solutions to help their products stand out from the competition. A dedicated area at the show will be available to suppliers of new packaging solutions for the market particularly the artisan sector, which both exhibit and visit this event in great numbers.

FOOD & BEV LIVE

NATIONAL SKILLS COMPETITIONS… Apart from exhibiting all products that are new and upcoming in the industry in Ireland, Food & Bev Live has a very important role as the stage for all the key national competitions that celebrate the talent within the industry. Pouring the spotlight on the cream of Irish talent, the National competitions will challenge individuals set to scoop coveted national titles and compete further on behalf of their country internationally with The National Barista Championship as well as The National Cocktail Champion. Newly crowned winners will go on to compete for their country abroad in places such as Italy and South Africa.

Aiming to promote local Irish food and beverage suppliers, Chefs Choice @ Food and Bev Live is an area of the show dedicated to serving this cause in a relaxed environment. The area will comprise of 20 - 25 stands designed to give a ‘Food Market’ feel, positioned right at the front of the show. Local producers of food and beverage products are presented with the opportunity to showcase and sample their wares to an audience keen to source new and exciting products.

REWARD AND RELAX… To top off a great day of competition and interaction, IFSA is delighted to once more to host the very popular annual Champions Gala Dinner where the newly crowned National Champions are honoured and where exhibitors and visitors can continue to meet, mix and join in the celebrations.

Said Sean Martin, Chief Executive of IFSA, The inaugural Food & Bev Live 2012 was a big success for us and therefore a very tough act to follow but we believe that we have met the challenge we have brought some very exciting new features for 2014. From chefs’ skills to packing and recruitment we’re seeking out every information need out there in the industry and endeavouring to provide the best in advice and demonstrations that we can. We’re very excited to present this bigger and better show to our industry.” www.foodandbev.ie For Further Information please contact: Garret Buckley Elaine Roddy Event Director Press Relations Telephone: 01-8460020 Mobile: 086-2465093 087-8272373 E-mail: garret.buckley@eventhaus.ie elaine.roddy@eventhaus.ie

H&RT OCTOBER/NOVEMBER ‘13

31

TRAINING

Yawning gap in industry training Frank Corr reports on the lack of training for front line tourism employees.

Like Motherhood and Apple Pie, everybody in the Irish Tourism Industry supports the notion of training.

It has always been thus. As far back as the 1950s, industry leaders were bemoaning the lack of training facilities for hotel workers. The late, great Brendan O’Regan, who was probably the most creative innovator ever to have graced Irish tourism, was typically pro-active when he cajoled Clare VEC and a fledgling Bord Failte to support the training of waitresses, junior cooks and housemaids back in 1954.

Courses were held in Shannon, Bundoran, Cobh and at Kelly’s Hotel in Rosslare and within a year 330 girls qualified. Athenry Catering School opened in 1958 to train young men as chefs and waiters and the Holy Ghost Fathers opened their Catering Training School at Rockwell in the same year.

“ Fáilte Ireland remains active in education and training, but in recent years virtually all of its emphasis has been on developing management skills through its excellent Cornell Management Development courses and other programmes.

These early projects gave an impetus to the establishment of a national training body for the tourism industry, which emerged as CERT Ltd in 1963 with funding of £14,849 provided by Bord Failte. The push for its creation came largely from the trade union movement with the late Michael Mullen to the fore. An ITGWU official, he was prominent also in the establishment of the Panel of Chefs of Ireland which was very active in promoting the professional image of chefs and what is now called ‘the culinary arts’.

CERT was unique in the emerging training environment of the early Sixties when AnCO (later Fás and now Sólas) was given responsibility for all industrial training apart from the hotel and catering sector. It was funded

by Bord Failte , the Department of Labour and the industry,and run by a Board which included hoteliers and a strong trade union representation. It undertook pioneering

32

H&RT OCTOBER/NOVEMBER ‘13

work in attracting young people to choose a career in tourism, in providing direct skills training at its network of Training Centres and in developing tourism and catering oriented education at VECs and other colleges. Later it developed its activities into management training and enterprise development and by 2003, it had a wide range of activity, when it merged with Bord Failte to form Failte Ireland.

It is therefore surprising and of some concern to the industry that Failte Ireland provides virtually no skills training for front line hotel, bar and catering staff as the tourism industry moves to recovery in 2013. Indeed training opportunities for aspiring chefs, waiters, bar tenders and accommodation service staff are, at present, few and far between.

Fáilte Ireland remains active in education and training, but in recent years virtually all of its emphasis has been on developing management skills through its excellent Cornell Management Development courses and other programmes. It has stimulated IT and web marketing knowledge through the Webcheckers programmes and undertakes workshops across a wide range of management disciplines . The vast majority of training is however directed at management , from supervisor level upwards while the skill training at operative level has been discontinued with the closure of the former CERT Training Centres.

In what amounts to a ‘perfect storm’ the availability of schools-based skills training has also diminished as former Regional Technical Colleges became Institutes of Higher Education with some aspiring to be recognised as Universities. The upshot of these developments is that ITs are no longer focussed on entry level courses and are putting their resources into the provision of Diploma and Degree programmes.

So what is available to the young man or woman who wants to qualify as a chef, a waiter, bartender or accommodation assistant ?. A trawl through Qualifax, the National Trainers Database produced cookery courses at private schools like Ballymaloe and Ballyknocken which are not really suitable for the average entry level student. Crumlin College in Dublin offers a Chef Day-Release course (Level 5) for young chefs who are already in employment while GMIT and Letterkenny IT offer a ‘Total Immersion Programme’ for chefs leading to NFQ Level 6. Limerick IT offers a ‘National Traineeship in Professional Cookery’ which also has an NFQ Level 6 award.

DIT, GMIT, Dunboyne College and Letterkennny all offer ‘Culinary Arts’ programmes at levels 7 and 8 which are aimed at more advanced students. Level 5 courses in Cookery are available at Cork, Crumlin, Cavan and Tralee.

Chef trainees enjoy some measure of choice, but without the 13 week basic skills training which started many a cooking career over several decades. It gets worse for waiters however with Qualifax drawing a complete blank on ANY specialised course leading to a career serving in a restaurant or hotel dining room. This is a far cry from

TRAINING

the early days of CERT when dining room skills were both complex and highly prized by employees and employers alike. or Bar Tenders, another category of front line employee whose skills involve daily interaction with customers, the range of courses is fairly broad. DIT has its muchrespected Professional Bar Management course which is at management level as well as its Bar Operations Studies course for bar tenders and courses in Cocktail Making, International Beers and Draught While all of these courses Dispense, Spirits and Liqueurs Studies. fulfil a specific role, the gap Bar and Restaurant Management that exists in the training of courses are offered by GMIT and Cork IT hospitality industry and Bar Supervision courses are at employees remains in the Letterkenny IT and Athlone IT while Cork area of short term entry level IT has a course in Bar Operations. basic skills courses. This For those who want to pursue a career form of training was at the in Accommodation Services, Ballyfermot core of CERT activities and College in Dublin has a course in was later continued by ‘Accommodation Services’ and National Fáilte Ireland.

Learning Network has an ‘Accommodation and Catering Assistant’ programme. A number of colleges also have ‘Hotel and Catering’ courses which include modules on room servicing.

Private trainers, including one recruitment company also offer training courses for front line operatives on a fee basis.

While all of these courses fulfil a specific role, the gap that exists in the training of hospitality industry employees remains in the area of short term entry level basic skills courses. This form of training was at the core of CERT activities and was later continued by Fáilte Ireland. It enabled school-leavers and unemployed people, of which we now have hundreds of thousands, to gain basic skills in cookery, dining room service and bar tending- enough to encourage an employer to hire them with a view to further developing their skills. The system worked exceptionally well during a period when the industry was expanding, and it is understandable that the focus should swing away from this training when jobs became scarce and the industry was downsizing. There is evidence that this downturn may now be at its end and that the

“

industry is growing again. If so, the requirement of chefs, waiters, bartenders and accommodation staff will also grow and people with even basic training may not be available to fill vacancies. The Restaurants Association of Ireland has complained about a shortage of skilled chefs, although Paul O’Toole of Sólas, who has wide experience of the tourism industry, pointed out recently that 3,000 people who claim to have chef skills are on the Unemployment Register.

If basic training is to be restored, it is difficult to see who will provide the courses and foot the bill. Industry employers, who have always espoused the principle of training , have traditionally been tardy in providing funding while it is difficult to see Failte Ireland returning to direct training in the context of its existing remit and budget.

The task may well fall to Sólas, once it is fully operational. It will probably have the resources to create and provide courses, it can easily identify a training need and in one of the few sectors of the economy likely to provide new jobs over the coming years, it could be confident that it would produce measurable results.

If such a development were to come about, it would benefit both the industry and the economy, but it may result in the shedding of a quiet tear among those who still remember CERT.

H&RT OCTOBER/NOVEMBER ‘13

33

FORUM

Industry leaders’ forum – Building a winning strategy for recovery & growth in tourism Leading a tourism organisation brings with it a myriad of challenges and recent years have required tourism owners/ operators to focus primarily on survival. Early in 2013, as the notion of recovery began to gain momentum, Failte Ireland recognised that the return to growth following the long period of decline would require a different set of skills and responses. Exploring how to capitalise on emerging opportunities tourism operators were faced with countless new personal and organisational demands and challenges.

Working in partnership with UCD Michael Smurfit Graduate Business School, Fáilte Ireland introduced the first Industry Leaders Forum for the Tourism sector. This partnership led to the creation of a truly innovative programme which provided delegates with a tourism-related and integrated framework to better understand and respond to a rapidly changing competitive landscape.

The Forum was developed exclusively for senior decision-makers in the tourism and hospitality industry and was therefore aimed at Company Directors, Owner Managers, Group Level Managers/ Owners and Board Members. In essence, the Forum was targeted at those who are in a position to apply the latest thinking in strategy, leadership and change management to their business. Seventeen Industry Leaders participated in the programme from organisations such as Dalata Hotel Group, Hodson Bay Hotel Group, Park Hotel Kenmare, Harvey’s Point, Dualway Group, Westpro Management Ltd, Druid’s Glen, , Pembroke Hotel, Aghadoe Heights Hotel, Montenotte Hotel, Inchydoney Lodge, Ballynahinch Castle, Gleneagle Hotel Group, Westport Plaza Hotel, Randles Court Hotel and Jury’s Inn Group.

Designed to equip senior executives in Irish tourism with the strategic skills and insights necessary to capitalise on the projected recovery in the coming years, the central theme of the programme was ‘Building a Winning Strategy for Recovery and Growth in Tourism’. Incorporating off-

34

H&RT OCTOBER/NOVEMBER ‘13

site workshops and in-company mentoring components, the Forum was led by some of Ireland’s foremost strategic thinkers, supported by international experts, enabling participants to develop, plan, finance and execute winning strategies for their organisations. It also provided access to the latest management techniques and analytical tools to enhance one’s own leadership capabilities.

Speaking at the graduation event, Professor Frank Roche who headed up the programme said “The Leaders Forum is an excellent example of co-operation and partnership between industry and a University. Fáilte Ireland and the UCD Michael Smurfit Graduate Business School designed the forum to provide the top executives in tourism and hospitality with an opportunity to come together to learn about, debate and discuss how they can build their strategies for recovery and growth. The participants are the change makers in the industry and the leaders going forward. They are our future and we want to support them and wish them every success.”

Professor Roche was joined on the programme by co-presenters Eamonn Walsh, PWC Professor of Accounting and Professor Patrick Gibbons, Jefferson Smurfit Professor of Strategic Management. In addition, Shaun Quinn, CEO Fáilte Ireland, presented on the new Fáilte Ireland strategy and discussed his views on trends for the Industry.

The Industry Leaders Forum was an intensive developmental journey spanning five distinct modules, consisting of an initial two day residential programme, followed by a one-to-one mentoring intervention in each participant’s place of work and two further one day action-oriented workshops to plot the way forward & culminating with a focus on execution.

The content of the programme was divided into two key elements: Insights • Enabling delegates understand the projected trends in international tourism over the next five years.

• Provided delegates with an overview of Fáilte Ireland’s strategic focus and direction for Irish Tourism over the next 3-5 years.

• Offering delegates an insight to NAMA’s plans for the hotel sector.

• Developing the delegates’ understanding of the strategic planning process to include issues such as: o Scenario Planning o Strategy formulation o Business planning o Finance and investing decision-making.

• Learning from a case study on corporate restructuring & repositioning • Provided an overview on hotel property valuations & transactions Implementation • Mentoring support to help delegates devise a recovery and growth strategy for their organisation.

• Ensuring that delegates recognise, and provide for, the necessary resources and competences to implement the strategy Speaking about the programme, Tony Lenehan, Head of Industry Services, Fáilte Ireland emphasised “This new programme not only provided insights into the projected trends in international tourism over the next five years it also provided further insights into the strategic planning process helping participants become the leaders of tomorrow’s tourism industry”.

John Brennan, Park Hotel Kenmare who participated on the programme said “the Leaders Forum was a wonderful programme that brought a wealth of experience from a diverse range of influencers to our attention. With such a small class the access to this reservoir of knowledge was a very sound foundation on which to build our businesses. The template is to be commended on every level.”

The last word will go to Deirdre Mc Glone Harvey’s Point who said “I was proud to participate in the Industry Leaders Forum organised by Failte Ireland in association with the UCD Michael Smurfit Graduate Business School. It was an innovative programme that greatly assisted me in building and delivering a winning strategy for Harvey’s Point. The networking opportunities were useful and enjoyable and the business mentoring was invaluable. I would certainly recommend this forum for senior decision makers in the tourism industry”.

To find out more about this programme, and the range of supports available through Fáilte Ireland go to www.failteireland.ie

CONFERENCE

Leading sustainability

In excess of 750 delegates, including 280 senior food buyers from 25 countries across 5 continents attended Bord Bia’s Global Sustainability Conference in the Convention Centre, Dublin recently. Described as a ‘Milestone Event’ on Ireland’s sustainability journey, the event focuses on sustainable global food production and brings together thought-leaders including Dr. Jason Clay, Senior Vice President, World Wildlife Fund; Mark Cackler, World Bank; Inder Poonaji, Nestle UK & Ireland; and JC Gonzalez-Mendez, McDonalds Corporation.

The conference was opened by An Taoiseach Enda Kenny TD who told delegates that Ireland is well-placed to take the lead on the sustainability agenda, saying: “The Irish agri-food sector has been a national leader in growing exports. After reaching new highs last year, I am confident that we can see more jobs and investment in the sector as Ireland recovers. The vibrancy in the industry is apparent for all to see at the National Ploughing Championships in Laois at the moment. In Ireland, we understand that agri-food businesses need to be at the forefront of the sustainability agenda and this has been shown by the tremendous response to the Origin Green sustainability initiative.”

The chairman of Bord Bia, Michael Carey, said, “The conference addresses a key area underpinning our green and natural image and will help reposition our industry into a leadership role in the international marketplace. It complements our latest, parallel marketing drive taking place this week, with more than 150 buyers new to the Irish food industry undertaking site visits and meetings with over 100 food and drink companies”.

Ireland leading the way During the conference, buyers representing some of the world’s key retail and foodservice operators - including Carrefour, the world’s largest food retailer; Marks & Spencer; Chinese Dairy company Whaha and Spinneys, the leading premium supermarket in the Middle East and North Africa - heard how Ireland’s industry-wide voluntary sustainability programme ‘Origin Green’, launched 15 months ago, now encompasses 35,000 farms and more than 280 companies, accounting for some two-thirds of Ireland’s food and drink exports. Origin Green sees Irish food and drink manufacturers develop individual sustainability plans that set out clear targets in key areas such as emissions, energy, waste, water, biodiversity and CSR activities.

In his presentation Aidan Cotter, Chief Executive, Bord Bia explained how the Irish food and drink industry has “comprehensively and conclusively answered the call’ to support the initiative that can make Ireland a world leader in sustainability. ‘Origin Green is a unique, national sustainability programme of measurement and feedback, of targets, actions and continuous improvement. It is a programme we believe, by 2016, can make Ireland a world leader in sustainability,” said Mr. Cotter. “We estimate that, by the end of 2014, 75% of Ireland’s food and drinks exports will come from farms and food businesses that are on the road to sustainability”.

Sustainable Agriculture Sustainable agriculture is the focus of the conference and Dr. Jason Clay, a worldrenowned authority on the subject addressed the stark challenges of feeding the world while protecting the planet’s resources. By 2050 the world will have a population of 9.6 billion and need to produce twice as much food as it currently does. According to Dr. Clay, “The fact is, every business in every industry will be

forced to grapple with environmental impacts - water, carbon, and the rest - that stretch across the entire enterprise and pose strategic risks to corporations.” He also pointed to growing market demands for sustainability to inform the corporate agenda. According to Standard & Poor’s 500, in 2009 81% of an organisation’s market value is based on intangible assets such as reputation, compared to 68% in 1995 and just 17% in 1975.

Also speaking today, Dan Bena, Head of Sustainable Development, PepsiCo explained that “for the globally conscious consumer, environment and food security areas top the list of important causes for companies to support.” Mr GonzalezMendez from McDonalds Corporation, who purchase approximately 40,000 tonnes of Irish beef each year, accounting for 10% of total beef exports, said Ireland’s food supply chain and sustainability practices are regarded as ‘best in class’ internationally.

In his closing remarks, the Minister for Agriculture, Food and the Marine, Simon Coveney TD acknowledged the significant challenges ahead. “Our vision of sustainable growth is achievable. The Irish food and drink sector is already on that journey and the Origin Green initiative shows what can be done. With world population set to increase by 2 billion by 2050 and food demand increasing by 60% at a time of climate change, we have no choice but to act together to safeguard the next generation and the generations following” he said. “At EU and UNFCCC* levels, officials of my Department and other Government departments work closely together to get international understanding of the need for balance between the vital objectives of meeting the food security challenge and setting ambition for reduction in greenhouse gas emissions. Sustainable intensification will be part of the DNA of Irish food and drink for decades to come.”

Exploring all Opportunities During the week of the conference, Bord Bia-organised itineraries allowing 150 new food and drink buyers to experience firsthand the high standards and world-class quality of Ireland’s food, drink and farming industry. Some 14 separate itineraries were devised for dairy, meat, alcohol, livestock and seafood buyers from new and emerging export markets including Russia, Libya, United Emirates, India and China.

These involved farm and factory visits to in excess of 60 Irish food and drink companies, with an additional 50 companies involved in one-to-one buyer meetings.

H&RT OCTOBER/NOVEMBER ‘13

35

IFSA NEWS

Food & Bev Live news the Sodexo Challenge!

Food & Bev Live is delighted to team up with Sodexo Ireland next year to stage the very first “Sodexo Challenge @ F&B Live”. For the event, Sodexo Ireland has commissioned one of Ireland’s best known chefs, Derry Clarke, to set a culinary challenge for selected members of the company’s 500-strong chef team.

Speaking at the Launch, Derek Reilly, Executive Chef for Sodexo Ireland, said “We are delighted to be working with the team at Food & Bev Live next year and the challenge set by Derry Clarke will give our culinary team the opportunity to display their skills in front of a live audience.” For more information on Food & Bev Live and to book your stand see www.foodandbev.ie.

Bord Bia foodservice seminar - reduced rates for IFSA members

Bord Bia’s annual foodservice seminar is taking place in the Crowne Plaza Hotel, Northwood (Santry), Dublin on Wednesday, 6th November from 8:30am. We are delighted to offer a reduced rate of €80 including VAT to IFSA members (regular rate €100).

Please note that the numbers at this rate are limited, so BOOK NOW at www.ifsa.eu.com to avoid disappointment. More detailed programme information will be available in the coming weeks on the Bord Bia Website Events Pages.

36

H&RT OCTOBER/NOVEMBER ‘13

IFSA team scoops the top prize at the MARCO Beverage Systems’ Golf Day! Leading European manufacturer of water boilers and filter coffee brewers, Marco Beverage Systems, held the Marco Annual Golf Outing on Friday the 20th of September at Edmondstown Golf Club and it was a roaring success. The event itself consisted of 17 teams of three playing stableford rules with two to score. The competition is getting more fierce with every passing year and this year had the closest finish of all with the team from IFSA pipping Matrix Internet on the back nine to land the coveted trophy by a single decimal point.

Congratulations to Liam Mongey, Michael Flannery and Tom Smithers (pictured above) who made up the victorious IFSA team.

Kitchen design innovators bring top Dublin restaurant into 21st century

Catering Innovation Agency (CIA), a Carlow-based firm specialising in energy-efficient restaurant kitchen design, celebrated its fifth anniversary in style recently with a kitchen re-construction project at the Trocadero restaurant in Dublin, worth €250,000.

Rhona Teehan, owner of the Trocadero, approached CIA looking for a design that would improve the workflow and efficiency of the restaurant’s kitchen. Seamus Marnane, CEO of the Catiering Innovation Agency, and Enda O’Donoghue, Sales Director, masterminded a project that has helped the Trocadero make the transition from traditional gas cooking to cooking using energy-efficient induction systems.

CIA carried out a full evaluation of the Trocadero’s menu, cooking methods and trade volumes and used this as the basis for their design. The CIA team fitted the kitchen with induction systems from Palux, a German kitchen-equipment manufacture.. “The kitchen is completely tailored to their business model,” says Seamus Marnane. “Basically, the menu dictated the kitchen.”

Induction offers 85% efficiency in terms of conserving energy. Induction generates less heat and lower levels of carbon monoxide, making the kitchen a much more comfortable place to work in. The induction tops and grills in the kitchen are only activated when pans or plates are placed on them, and switch off automatically when they’re removed, which drastically cuts energy bills.

The system also saves time for staff. Previously, staff had to remove each work surface, clean it and reinsert it, but now the surfaces are continuous and are completely spotless after a quick wipe down.

Seamus Marnane says that the project gives a huge boost to CIA’s profile. “Everyone knows about the Trocadero. We’re delighted to bring a top restaurant like this to the next level.”

For more information on CIA, visit www.ciaireland.ie, or contact Seamus Marnane on 087 7795559.

IFSA NEWS

GH Enterprises GH Enterprises has been supplying the Catering Industry with quality products since 1999.

We are the sole distributor for the Nicem Cutlery Polisher, Glass Polisher and Decarboniser for the Island of Ireland. We supply hotels, restaurants, hospitals, factories, colleges, nursing homes, bars, cafes and schools. We provide nationwide sales and service.

All our products are geared towards saving you money and reducing your everyday costs.

• The Cutlery Polisher dries, polishes and sanitises stainless steel or silver Cutlery. It can reduce labour costs by up to 90%.

• The Glass Polisher dries and polishes your glasses leaving them crystal clear and ready to be used.

• The Decarboniser removes grease, grime and the heaviest carbon from pots, pans, filters, extractor filters, cooker tops, oven internals and many more. It operates at 85oc - Enough to kill bacteria.

If you have any queries on any of our products or would like to avail of a free onsite demonstration please don’t hesitate to contact us on 068 28133.

MARCO to unveil new coffee brewers at host Milan Marco Beverage Systems (Dublin) is now one of Europe’s leading suppliers of hot water boilers and coffee brewers. At HOST in Milan (18th to 22nd October), Marco will be unveiling their new generation of coffee brewers. The new brewer range will encompass the most advanced technology available in coffee delivery systems coupled with machine reliability. Features such as Eco Technology and Programmable Brewing Parameters will allow the customer to provide the best quality cup of coffee possible.

Marco now manages its worldwide equipment sales through its HQ in Ireland and its regional offices in UK, Netherlands, Dubai and USA. Marco has enjoyed major success in Ireland with its range of under counter Ecoboiler and Ecosmart water boilers. This innovative range allows the customer to locate the body of the water boiler underneath the counter with an attractive font to dispense the water freeing up valuable counter space. This has proven particularly popular in coffee shops and restaurants.

The most popular boilers in the extensive Marco range is the counter top Ecoboiler. This boiler comes with a large variety of options (including tap or push button dispense) and sizes (5L, 10L, 20L and 30L). The Ecoboiler is the most economical boiler in the world and presents real savings in running costs as well as being 98% recyclable at end of life.

In a recent third party laboratory analysis, the Marco Ecoboiler T10 proved to over 45% more efficient than equivalent top brands.

Marco is deeply involved with the Speciality Coffee Association of Europe which leads European coffee companies in the desire to improve coffee standards.

Managing Director Drewry Pearson is the organisation’s President, Operations Director Paul Stack is the European Education Chairman and Joseph Smith, Marco Sales Director Ireland, is the Chairman of the Irish Chapter. Joseph Smith was also Ireland’s first World Barista Championship Judge.

Please come visit the Marco stand (Stand F35 Hall 9) at HOST in Milan if you are visiting or alternatively contact us at Info@marco.ie should you have any queries.

Trinity Hospitality Services

Trinity Hospitality Services (THS) is a wholly owned subsidiary of PREM Group, an Irish owned hotel and hospitality company with over 40 management contracts in hotels and serviced apartments across Ireland, England, Belgium, France and Poland.

THS was established to assist hoteliers who favoured individual support services over a hotel management contract. Whether a hotel needs assistance with their online strategy or their HR policies, owners can choose from an a la carte list of industry expertise across every department.

THS currently works with over 100 hotels through purchasing, sales, marketing, IT and many other areas. We work with all hospitality markets from budget to 5 star, golf resorts to night clubs, and leisure centres to hotel schools.

Our areas of expertise include: • Group Purchasing • Groups and Tours Representation • Franchising • Revenue Management • Guest Loyalty • Hotel Websites and Digital Marketing • Human Resources • Hotel Accounting • IT support

Rosie & Jim Gourmet Foods Rosie & Jim produce a range of ready to cook premium chicken products such as breaded whole chicken fillet and filled tortilla wraps. Their Garlic Chicken Kiev, and Southern Fried Goujons were recently awarded gold stars in the UK Great Taste Awards.

Attention to detail at every stage of the production process including ingredient selection is key to the popularity of these premium products which are supplied to Butchers, Farm Shops and Independent Retailers around Ireland.

Rosie & Jim products are available to foodservice through their nationwide network of chilled and frozen foods distributers.

Visit www.rosieandjim.ie to view the full product range and also to find a distributor near you or phone 00353 1460 5900

H&RT OCTOBER/NOVEMBER ‘13

37

SEAFOOD

Knowing your plaice This month Marilyn Bright talks to Michael O’Grady, proprietor of O’Grady’s on the Pier, in Barna Co Galway and Kirwan’s Lane Restaurant & The Seafood Bar in Galway City.

Nothing commends a seafood restaurant more than the sight of the proprietor carrying crates of dripping fresh fish from the harbour to his kitchen door. It’s a regular occurrence for the crowds thronging the Barna seafront, and restaurateurs don’t get more hands-on than Michael O’Grady at the aptly named O’Grady’s on the Pier.

Michael can be a difficult man to track down as he’s likely to be on a boat scouting the shoals of mackerel that have the happy fate of ending up on diners’ plates within hours of being landed. Galway Bay and the Connemara Coast are Michael’s natural habitat and there’s not much he doesn’t know about the spanking fresh seafood that O’Grady’s is famed for.

Although the Barna restaurant was established in the old harbourside pub 13 years ago, Michael grew up in the O’Grady family restaurant in Clifden where he was involved in the business “from the time I was in short pants. Our place was one of the first in the west to specialise in seafood and I grew up knowing nothing else.”

Galway Catering College and hotel management were to follow, but Michael claims his real training was in the home business. After travelling a bit, he returned and ran the Clifden restaurant for a few years before establishing O’Grady’s on the Pier in 2000. Ideally situated on the harbour, there are stunning views of the beach and mountains beyond and summer diners at outdoor tables can hear the lapping of waves around the boats that have landed much of the day’s menu.

Unusually - especially for a seafood restaurant - O’Grady’s is open for lunch and dinner seven days a week, closing only for five days over Christmas. Although there are meat and vegetarian options, the eight to ten different fish that appear on the daily menu are the draw that attracts visitors and locals alike. In addition to health and fitness trends, people are just more aware of seafood now,” Michael observes. “Fish is more available generally and you see more fish shops and good fish counters.”

38

H&RT OCTOBER/NOVEMBER ‘13

He is also pleased that there is good uptake on the more unusual, like the razor clams that appear occasionally, steamed open with shallots and a splash of wine and served with a garlic and lemon butter. Gurnard is one of the best,” Michael says, but warns that it must be pin-boned.

There is fresh squid linguini with samphire in garlic and oyster cream and a bolognese made with squid instead of meat and served with fennel.

Megrim appear on the menu and, as they’re difficult fish to fillet, most are sold on the bone, as are the lemon sole. “Many of our customers order their fish cooked on the bone, which is fine because we get in about 80 per cent of our fish on the bone to fillet and portion in-house. “We use the bones and trimmings for the tremendous amount of stock we get through every day.”

Much of that stock is required for the top-selling creamy seafood chowder still made to the O’Grady senior’s original recipe. Stock also goes into elegant shellfish bisque either served up on its own or as an element of dishes like the ravioli of Dublin Bay prawns served with smoky bacon mousse, roast red pepper and wilted spinach napped with prawn bisque.

SEAFOOD

Michael has seen customers’ tastes change from old restaurant standbys like turbot, brill and black sole, all seen much less these days. Cost, of course is an important element and he quotes recent prices like €25 per kg for John Dory and €31 per kg for wild salmon, of which there is very little these days. O’Grady’s use the Clare Island organic farmed salmon which they find to be of excellent quality, “We have superb shellfish practically on our doorstep,” Michael points out.

“Lobsters come from about 100 yards away, prawns are from Rossaveal and we’ve been getting scallops from Carna - from the same supplier for 30 years. Killary mussels are popular, steamed with Guinness cream and a hint of garlic or served up escargot style with garlic butter.”

Plaice is “huge” now with customers Michael says, along with popular choices of fresh mackerel, hake, ray and pollock. “We get in black pollock and sand pollock, but I think the sand pollock is preferable. Spanking fresh, it’s the best for great fish and chips. With all that indigenous fish available, I can’t understand the current popularity of sea bass, which is nearly all farmed abroad and imported.”

Galway Bay may be famed for the native oysters, but these are scarce now, and expensive. Pacific, or gigas oysters are the order of the day at O’Grady’s, as with most other places. Michael notes that while oysters are generally thought of as autumn-winter eating, seasonal demand from their customers kicks off in March

and continues through the summer, with most people preferring them “au naturel” with a bit of red wine vinegar and shallot.

There are round clams too, and winkles found in abundance all around Galway Bay. Tuna is an occasional summer visitor to the west coast and Michael has found this appeals mostly to foreign visitors. When it comes to Irish tastes it’s hard to beat the perennial appeal of a fat, juicy Dublin Bay prawn cocktail with lashings of O’Grady’s brandy scented Marie Rose sauce.

This article is taken from GCG syndicated portfolio.

H&RT OCTOBER/NOVEMBER ‘13

39

NEW RESTAURANT

Experience & ambience

A restaurant’s layout and design are key elements to the success of the business.

Meticulous planning is vital - legal regulations need to be met, décor and theme choices must offer an experience as well as ambience, and decisions crucial to turnover such as space and energy efficiency must be carefully considered.

Millimetre Design, located in Dublin, is an interior architecture, design and project management firm that offers a complete branding and interiors solution, from concept to delivery, a real ‘one stop shop’ for clients. This exceptional team have worked extensively within the food sector, from high-end restaurants to forecourts, with major clients across the country including Aramark, Red Earth, Decobake, Donnybrook Fair, Maxol and Ladurée.

At an interesting time of interplay between the design and food industry we met with owner and Managing Director Ronan Holohan to talk about Millimetre Design and how it has had to adapt to the

40

H&RT OCTOBER/NOVEMBER ‘13

recession, as well as about the company’s recent project - designing Dundrum Town Centre’s newest restaurant, Beeftro.

“Since the Celtic Tiger disappeared we needed to adapt our approach,” says Ronan. “We knew there wasn’t going to be many large, new build projects and that the opportunities would be in refurbishment. We also looked across the sectors and identified that the food sector was in a growth phase with many new Irish-owned start ups. These start ups would need to create a brand for their food offering as well as creating an inviting environment in which to display and sell their product.

NEW RESTAURANT

☞ Millimetre Design adapted it’s service offering and created a team with the complete range of required skills.

Of course these changes to the business were also driven by economic necessity. Not only were the big projects scarce but fees for all projects were down by 50%. We had to find a way to generate additional revenue to cover our staffing overheads - the branding helped us to increase the scope of the project and enhance revenue.

He explains: “Since the recession hit there is huge financial pressure on all business owners. When they do make the decision to invest in their business they need to ensure that any downtime required to refurbish their premises is kept to a minimum. Working with the largest branding and interior architecture company in the country provides our clients with the reassurance and confidence that the project will de delivered on time, within budget and outstanding creativity.”

Beeftro is the latest restaurant to employ the skills of Ronan and the team. The Parisian style steakhouse is headed up by Chef Rathen Bell, formerly of Shanahan’s on the Green, and uses specially designed ovens to deliver a menu of prime Irish beef, gourmet burgers, chicken, fish and light bites. As part of a loose franchise of sister restaurants in France and Russia, Millimetre Design was tasked to deliver a décor for Beeftro which complemented the already established branding.

“It’s a focused food concept”, says Ronan. “So the interiors had to relay that. It’s not fine dining, it’s a bistro, a brasserie, and there’s more punch and light to it which is key. We wanted to give a Twenties retro feel to it, with the vibe of an old Parisian restaurant and that’s what you get when you walk in. It’s Art Deco without going too over the top, with wall panelling and tile features, but lots of modern touches too.”

Ronan explains how crucial design is in creating

GIVING YOU SOMETHING NEW

Unit1D, Esker Business Centre, Six Cross Roads, Waterford Tel: 051 354905 Email: sales@besttile.ie www.besttile.ie

H&RT OCTOBER/NOVEMBER ‘13

41

Specialists in Hotel, Restaurant & Commercial Office Projects www.blwinteriors.ie BLW Interiors, Bow Bridge Business Centre, Bow Lane West, Dublin 8.

Tel: 00 353 (1) 6793655 E-mail: info@blwinteriors.ie www.blwinteriors.ie

Recent projects include Beeftro Restaurant Dundrum, with Millimetre Design

Specialist Joinery Contractor ~ The Beeftro Restaurant The Bar Fitout Company specialise in both Traditional and Contemporary Bar, Nightclub and Restaurant Fitouts.

We offer a complete turn key service with all Joinery, Counters, Bars, Wall Panelling, Doors, Screens etc. all fabricated in our own Joinery.

Part of the DFL Group “Delivering Quality Projects Safely and on Time.�

www.barfitouts.com www.dfl.ie Tel 051 374593

NEW RESTAURANT

customer confidence in the product: “To convey the Beeftro concept, the interior needed to enhance the brand, to create an ambience when the customer walks in so they know they’re going to get a quality product that’s well controlled, well cooked and delivered to the highest standards.”

The layout of Beeftro also plays a large part in the dining experience, with the kitchen on show, according to Ronan, because people don’t want to see food coming from behind a closed door anymore. “They want to see the chefs and enjoy the experience of seeing the food being cooked. Customers can see the intensity and theatre of the kitchen. Dining is an experience, not just a plate of food,” he says.

The technical practicalities of food preparation are also of concern for Ronan and his team. As the biggest energy pull in any food setting is the kitchen, it is essential to ensure that the equipment is energy efficient. The team also ensures that fire safety regulations, disability access and environmental regulations are met.

So what is Millimetre Design working on at the moment? The company is working

nationwide on a variety of projects in Limerick, Waterford, Belfast, Derry and Dublin, and the design requirements of the food sector is a good reflection of where the industry is at. “The food sector in Ireland is definitely on the up,” Ronan tells us. “I also see early signs of growth in investment in other sectors such as Offices, Education and Retail.”

Despite the general economic challenges, Millimetre Design is going from strength to strength with a wide range of projects across the food, retail, office and residential sectors.

“Food has definitely been a large driver of our most recent successes,” finishes Ronan. “We have gone from a position of doing a minimal number of projects in the food sector, to food now representing almost 50% of what we do. We are now the leading design company for the food sector.”

H&RT OCTOBER/NOVEMBER ‘12

43

GMIT NEWS

Jobs Noticeboard on Facebook and Twitter During summer of 2012, the Hotel School launched a new “Jobs Noticeboard” on Facebook: https://www.facebook.com/GmitHotelSchoolJobsNoticeboard and Twitter: @GMITTourismArts This was done in response to requests from industry looking for skilled students and graduates for specific roles or durations which are not covered by our work placement programmes.

Facebook & Twitter have proved to be the best way to reach the target audience of students and recent graduates. Roles advertised so far include management staff, chefs, operational staff, PR/event executives, and even volunteers for charity events. We also welcome jobs for Heritage, Film & Documentary & Art & Design.

The Jobs Noticeboard is being promoted to current students to highlight part time work opportunities, and is also being used to promote job opportunities to graduates.

This service is free of charge to all industry partners and graduates, so if you have a role you would like us to advertise, please email the team at linksoffice@gmit.ie and we will post it for you.

GMIT College of Tourism & Arts Jobs Noticeboard

@GMITTourismArts

GMIT College of Tourism & Arts Alumni

Jacinta Dalton - Lecturer in Food & Beverage Management, and one of Fáilte Ireland’s Food Ambassadors Jacinta Dalton, lecturer in the GMIT College of Tourism & Arts, has been selected as one of eight new influential food tourism ambassadors or ‘Food Champions’ by Fáilte Ireland and will join its Food Tourism Network Development Programme. Food Champions are selected for their resounding passion and belief in Irish food and for actively influencing and Jacinta Dalton shaping the future of Irish cuisine and food tourism in their region. Jacinta lectures in Food & Beverage Management in GMIT’s Galway campus and is the only academic among the eight selected 2013 Food Champions. A native of Galway and a graduate of GMIT, she has worked in GMIT’s Department of Culinary Arts since September 2010. She is a member of SKAL Galway and is the co-founder of The Foodie Forum. As part of her role, Jacinta has just returned from her first trip to Norway. This is her story…

Spending a week in a foreign country with 7 other people unknown to each other could have proven a daunting task however when one saw the passion, the enthusiasm and the unrelenting desire by these individuals to create a unique food tourism product along the Western seaboard, it wasn’t a difficult challenge at all! On 09th September, 2013 - the eight food ambassadors for The Wild Atlantic Way accompanied by John Mulcahy and Helen McDaid from Failte Ireland, set off on a journey of discovery to Norway. This trip was in a sentence “a lesson in simplicity”. Norway, not too unlike Ireland, has a beautiful green landscape and is also experiencing a surge in interest in local Nordic food. We visited very remote areas where small enterprises such as goat farmers or cheese makers were capitalising on Food Tourism through collaboration and by offering a true taste of Norway - an indicator that people will travel to remote parts of a country if the food experience on offer is worthwhile. Their established driving routes are now being linked to the local food offering, where visitors can experience a true

taste of the region they visit which is intrinsically linked to the culture and heritage of the region. Their product is very simply packaged with their key focus being on collaboration between local farmers, producers, accommodation providers and tourist attractions, whilst ensuring that the visitor is treated to a holistic experience which encapsulates the pride they have in their food and their heritage.

Norway is an expensive destination with most basic commodities costing at least twice what we pay in Ireland, a further indicator that if the value proposition on offer is excellent visitors are willing to pay a premium price for this experience. We have much to learn from this model in Ireland and following on from this trip, the hard work now begins. Each of the ambassadors must now focus on building networks in their area with like-minded people who are interested in a collaborative approach to the development of activities along the Wild Atlantic Way - we have a beautiful natural product in Ireland, now we must work to develop the ancillary experiences for our visitors.

Benoit Lorge, Lorge Chocolatier, Kenmare, John Mulcahy, Fáilte Ireland, Martin Bealin, Global Village Restaurant, Dingle, Deborah Evers, Clareville House Kitchen Gardens, Ballyvaughan, Jacinta Dalton, CTA, Galway, Zack Gallagher, Irish Food Tours, Donegal Town, Mary Mc Gettigan, A Taste of Donegal Food Festival, Helen Mc Daid, Fáilte Ireland Food Tourism Manager, & Hugh O’Donnell, Kitty Kelly’s & Hughie’s Bar, Killybegs

College of Tourism & Arts, GMIT, Dublin Road, Galway Tel: +353 (0)91 742343 Web: www.gmit.ie Cait Noone Head of College T: +353 (0)91 742236 E: Cait.Noone@gmit.ie

44

H&RT AUGUST/SEPTEMBER ‘13

Gerry Talbot Head of Department: Culinary Arts Service Industries T: +353 (0)91 742320 E: Gerry.Talbot@gmit.ie

Gerry O’Neill Head of Department: Heritage & Tourism Humanities & Languages T: +353 (0)91 742294 E: Gerry.ONeill@gmit.ie

Sarah Searson Head of Centre Centre of Creative Arts & Media T: +353 (0)91 745418 E: Sarah.Searson@gmit.ie

GMIT NEWS

In Memoriam - Jean Raftery Gene Raftery - Lecturer in Food & Beverage Management Gene joined GMIT in 1972. She was a member of the first hospitality and culinary team to join Galway Regional Technical College and helped set up and develop many of the programmes on offer today.

She was a true hospitality professional; whenever you met her she had a warm radiant smile and was always so gracious and generous with her time and knowledge.

Gene taught across a number of programmes in GMIT and so many staff got to know her simply by their visits to the training restaurants. Through her work she met and taught students from all walks of life. Her impact on tourism education has always been evident from feedback we receive from students & graduates; their interaction with Gene was always so positive and engaging. This was so evident on the day of her funeral when colleagues from the IOT sector and graduates travelled from all four corners of this island to attend her funeral and participate in the guard of honour.

Gene had many strengths as a lecturer - attention to detail was one of these. At the start of each academic year a new batch of wide-eyed, sometimes eager beavers would arrive in her class. She gently yet firmly explained restaurant standards and uniform requirements to the assembled audience and it is fair to say they rarely needed reminding again. Gene contributed to so many aspects of life in this Institute aside from her lecturing duties - she was involved in student development supports, prepared many a student for national and international competition.

We know and accept Gene is now in a better place and free from pain. However, she will always be remembered in GMIT for her outstanding contribution to tourism education, her friendship to many and her support and dedication to students.

‘We only part to meet again’ - John Gay

Martin Ruffley - Chef Lecturer in Culinary Arts & PhD candidate for research on Genetically Modified Food Martin Ruffley - is a Lecturer in the College of Tourism and Arts GMIT and a PhD candidate with the Department of Sociology and Political Science at NUI Galway. Martin is currently working on a paper in the area of Risk, Science and the Politics of Genetically Modified Food with Dr. George Taylor (NUIG). His research examines the reconfiguration of contemporary politics with specific reference to the areas of Risk, Science and Genetically Modified Food. Indeed, there have been few areas more controversial than Genetically Modified (GM) technology.

From the 1990s to the present we have witnessed a huge wave of protests from politicians, the public and scientists critical of GM. To many, this move confirmed that we are becoming increasingly risk averse, sceptical of the way in which science is manipulating nature. This research is comparative by nature, exploring the role of neo-liberal thinking and how it impacts on policy and the regulation of GMOs. The objective of which is not to halt development at all costs, but establish how a risk is to be managed, a practice that seeks to achieve a balance between the potential costs of regulating against risks, with other important objectives such as economic growth and employment.

Frank O’ Connor - Chef Lecturer in Culinary Arts, represented GMIT in the Mövenpick Gourmet Dessert Chef of the Year competition 2013

Frank O’Connor was amongst six chefs that went head-to-head in a live cook-off at Westminster Kingsway College on September the 12th after qualifying as finalists in the second annual

Mövenpick Gourmet Dessert Chef of the Year competition. Frank was awarded at Catex this year, as Chef of the Year 2013.

Held in partnership between Mövenpick Ice Cream and the Craft Guild of Chefs, the competition was a chance for chefs to put their creative skills to the test and help put desserts back on the menu. The Savoy’s Zhaokun Xu, The Lowry Hotel Manchester’s Pastry Sous Chef Sam Pugh, Lexington Catering’s Javier Millet, Sevenaks School’s Executive Chef, Ben Sulston and Chef Lecturers from Cumbernauld College and Galway Mayo Institute of Technology respectively, Paul Clark and Frank O’Connor, all participated. “Each recipe created by our finalists is testament to the opportunity desserts give chefs to demonstrate their passion and creative flair” said Sarah Frankland, Mövenpick Gourmet Dessert Chef of the Year 2012, who joined this year’s judging panel.”

“The winner of the competition, Ben Sulston, Chartwells Executive Chef at Sevenoaks School in Kent, received a luxury weekend for two to the home of Mövenpick Ice Cream in Switzerland, with two lucky runners up receiving £200 vouchers for a restaurant of their choice.”

H&RT AUGUST/SEPTEMBER ‘13

45

CATERING

With impeccable Taste

With Taste is a leading food service solution company focusing mainly on fine dining event catering. In the company’s 28 years it has catered for some of Ireland’s most prestigious occasions including the Dublin Castle State banquet in honour of Queen Elizabeth’s first visit to Ireland, The Ploughing Championships, and The Horse Show in the RDS where it enjoys an exclusive catering tenancy with sister brand Hospitality Options. With a diverse and impressive client list, both at home and internationally, and a shift from corporate catering to include retail food concepts such as Fire restaurant, The National Concert Hall restaurant and bars, and cafés in Glasnevin Cemetery and the National Gallery, the company is continually branching out and growing.

We were delighted to meet Eimear Gannon, With Taste and Hospitality Options Events & Corporate Business Development Manager and Garrett Duff, Executive Chef to talk about what led them to their roles in With Taste, the diverse scope of the business, and of course the challenges of delivering quality catering to such large scale, high profile events.

Both Eimear and Garrett have been involved in hospitality from an early age.

46

H&RT OCTOBER/NOVEMBER ‘13

Eimear’s parents own a fishery and guesthouse in Mayo, and so she tells us hospitality always came naturally to her. Prior to her current position with With Taste she gained a Hospitality Management degree and held managerial roles with UCD and With Taste’s partner The Mansion House.

Garrett started at fifteen, “the hard way,” as a pot washer in a local hotel. He was 18 and still in college for his first stint with With Taste, a Rugby event in the RDS which catered for an eye-watering 5,000 people. In 1996 he moved to Australia, and wouldn’t return home to live until 2004.

He says of his path back to With Taste: “I came home for three months so just enquired about part-time work, but it was so busy at the time with the Celtic Tiger I became full-time. In 2004 we were a small catering business but then we took over the Mansion House and the RDS so the company really started to grow.”

With the business diversifying from corporate catering to include retail food offerings - going from predominantly corporate when it was set up in 1985 to 50% corporate and 50% public - and 350 staff split between part-time and full-time, With Taste certainly has grown.

The range of events With Taste and Hospitality Options cater for is varied. As Eimear tells us, every day is different.

She says: “Bon Jovi did a meet and greet that people paid a fortune for, it was a sit down meal of 300, then he did his Q&A. We also did the Amlin Cup Challenge’s big gala dinner in the RDS and of course we do the normal events, the normal conferences too.”

“We did a job recently for 550 people in the Mansion House for Bord Bia”, says Garrett. “It had to be all Irish, Irish cheese, Irish beef, the rhubarb panacotta and cream, it was all Irish. We also do an annual event for Bord Bia - Bloom in the Park.

We’ve got Bruno Mars in the O2 tonight and we’ve got Jay-Z so you go from singers to comedians. Yesterday we cooked for the Sheriff and tomorrow we’ve a lunch for Dublin solicitors; coming up is The Parnell Society in the Glasnevin Museum and Whiskey Live in the Mansion House.”

Of course events of this size and status don’t come without challenges. A huge set

CATERING

up at a high cost is involved in corporate catering. The menus have to be designed to suit the event and demographic of the guests and in some cases a fully-serviced kitchen has to be created on-site.

The Horse Show in the RDS and the Ploughing Championships are examples of massive scale events for With Taste and Hospitality Options, catering for both corporate and public consumers.

“The Horse Show took unbelievable amount of planning,” says Eimear. “We started months in advance. Meetings were held with clients, sales, front of house, operations, down to the amount of forks to order in, the right spoon - it is quite complex. You can’t forget even one element.”

Garrett tells us: “We had three days of the Ploughing Championships so I think we broke records, over 200,000 people showed up for that - that was a challenge. We created a little food village with nine food concepts there. It’s one of the busiest gigs we’ve done, about 800 burgers a day, about 3,000 kilos of chips - a lot of spuds! All our produce had to be Irish, as it’s an Irish farming community, and we fed about 17,000 people over the 3 days.”

When an event is highly prestigious, other challenges can arise, as Garrett says: “It was a special night when Queen Elizabeth came to London and we did the State

Dinner. 14 chefs fed 172 people that night we’d never done anything like it before and the focus was all on us. Even the logistics all the food had to be transported in under armed guards, staff had to be Garda vetted, we had to go through security to get in and there was an issue bringing knives in but of course chefs need knives.”

With Taste’s Dublin headquarters is a state of the art facility with 20,000 feet of preparation kitchen, cold rooms, wine cellars, warehousing and offices. However, as quality and top class service is at the very core of With Taste, everything is cooked on site.

“We do what we call a cook and serve, says Garrett. “For example a piece of beef is marinated in HQ but we won’t actually cook it until it’s ready to be served. Everything is cooked to order, it gives that quality, and we try to bring restaurant standard food to a banqueting level.”

Eimear says: “The With Taste service has to platinum, especially for dinners. We’re used by repeat clients because we’re noted for delivery. We were chosen to cater for the dinner for the Queen’s visit Ireland, so our company has a reputation of being very high end and the culinary operations and skills to execute an event of size.”

Garrett shares Eimear’s confidence in With Taste’s high standard. He says proudly: “We saw at Windsor Horse show on the corporate end that it was much more expensive and the quality was nothing compared to what we do here. There was no comparison!”

H&RT OCTOBER/NOVEMBER ‘13

47

AWARDS

Castleknock Hotel & Country Club wins AA Hotel of the Year

Castleknock Hotel & Country Club in Dublin, part of FBD Hotels & Resorts, has received the highest accolade possible for an Irish Hotel having been chosen as AA Hotel of the Year. Tourism Minister Leo Varadkar presented the award to Guy Thompson, General Manager of FBD Hotels Dublin, at an event ceremony in Dublin recently. The Hotel was chosen by AA Inspectors who have been hugely impressed by the consistent standards of excellence, innovation, attention to detail and service to guests.

“The team at Castleknock Hotel & Country Club are an example of the superb standards that the AA is finding in Ireland’s leading hotels on a consistent basis in recent times” stated AA Director of Consumer Affairs Conor Faughnan. “No sector of our economy has been more challenged in the downturn but the response is fantastic. In Castleknock we find a passion for innovation and improvement. There is an entrepreneurial flair combined with a ceaseless determination to put the guest first. It results in an experience that is second to none; it is a hotel that deserves its success and is an inspiration to others.”

48

H&RT OCTOBER/NOVEMBER ‘13

“Castleknock Hotel & Country Club has made the best of its location so close to the centre of the capital and has been very successful as a venue for conferences, weddings and events as well as being a beautiful setting for a Dublin city-break. The AA is proud to be associated with them and is delighted to be able to recognise their efforts with this unique and internationally respected award.”

Speaking at the award ceremony, Minister for Transport, Tourism & Sport said: “Congratulations to Guy Thompson and his colleagues at Castleknock Hotel & Country Club. I am delighted to see that a hotel that I know well from my own area is receiving such a prestigious award. This will bring international recognition and a very significant boost to an Irish hotel that showcases everything that is good about the Irish hospitality industry. I know that the AA works very closely with the Irish industry both to encourage high standards in Ireland and also to help to bring international business to our shores.”

In accepting the award of AA Hotel of the Year Mr Guy Thompson said: “This is a great boost to the team in Castleknock and we are delighted to have been chosen for the award. AA standards are extremely high and when a hotel receives an award like this it makes a big impact at home and internationally. We have worked really hard to continually improve the experience for our guests and it is very satisfying for that to be recognised by the AA. We take great pride in what we do at Castleknock Hotel and Country Club. Whether our guests are with us for a leisure break, a conference or weddings we like to think that everyone enjoys the experience and leaves the hotel wanting to return. This award is also a testament to the continuous support and investment of FBD Hotels & Resorts.”

In addition to the main award of AA Hotel of the Year a number of other establishments were honoured with prestigious awards by the AA today. These are: The AA guest accommodation of the year award 2013-2014 Tankardstown House is located close to the village of Slane, Co Meath and is a worthy winner of the AA Guest Accommodation of the Year Ward 2013-14. The problem with visiting Tankardstown is that guests really do not want to leave it! The

AWARDS Conroy family and their friendly team cannot do enough to make a visit exceptional with a lovely easy going manner and genuine hospitality, yet managing a professional service. It is a thoroughly enjoyable experience and the perfect place to unwind, dine and celebrate.

It also boasts superb cuisine at the Brabazon Restaurant (so called as the house was once owned by Brabazon Morris in the mid-18th century). Housed in what was the cow shed and has been beautifully refurbished, the restaurant has achieved two AA Rosettes for culinary excellence.

The AA Red star award- The Shelbourne Hotel, Dublin

The AA courtesy & care award 2013-201

AA standards are the most demanding in the industry. When a Hotel is recognised by the AA as being of outstanding quality within its classification it is marked that with an award of Red Stars. To achieve that level at the 5 star classification standard is an extraordinary achievement. The Shelbourne Hotel becomes only the 5th Hotel in Ireland to achieve the standard.

4 AA Rosette award for culinary excellence - The Cliff House Hotel, Waterford

Hotel Westport, Westport Co. Mayo receives the AA Courtesy & Care Award. This award is more personal in nature and reflects an establishment where the members of staff are so warm and welcoming that the AA Inspectors would recommend them to their own friends and family. There is a lovely atmosphere where very professional service is delivered with a genuine lightness of touch and a sympathetic and very welcoming feel. The Hotel and its setting are beautiful, notably the refurbished restaurant which has achieved an AA Rosette for its cuisine.

The AA Bean an Tí of the year award 2013-2014

The AA recognises exceptional standards of cuisine by awarding AA Rosettes. To achieve even one AA Rosette a restaurant must operate to a very high standard.

Sensitive use of local ingredients, a sense of flair and the intelligent use of ingredients must be matched with consistent technical excellence. A two AA Rosette award marks a restaurant of extraordinary quality, and for a restaurant to achieve higher than that means that cuisine is elevated to the sublime. 2013 is a special year for us as the House Restaurant at Cliff House Hotel, Ardmore joins Restaurant Patrick Guilbaud as only the second establishment in Ireland to achieve the superb standard of 4 AA Rosettes.

Ms Dolores Jordan of Red River Lodge, Ballina, Co. Mayo. This uniquely Irish award recognises the special place in the Irish hospitality industry for the traditional Bean an Tí. This year’s winner operates a wonderful house in a setting along the River Moy in Ballina that enjoys marvellous surroundings, but that is not what the AA Inspectors nor her guests remember. They instead recall her warmth and her friendliness and the genuine feeling that they have made a friend.

For demonstrating the very best qualities in our industry, Ms Dolores Jordan is named as the AA Bean an Tí of the Year.

H&RT OCTOBER/NOVEMBER ‘13

49

CUSTOMER SERVICE

Get into the habit of great service In the hospitality business, there are new rounds of training initiatives every year. Yet companies struggle to change and to provide consistent and compelling customer service. Small wonder then that a book on The Power of Habit, by Charles Duhigg, has been read eagerly by some of Ireland’s leading hospitality people. I was recommended to read the book by Bill Kelly, of Kelly’s Resort.

Why is this topic so important in the hospitality sector? So much of the customer experience is crystallised in those moments when customers interact with frontline staff. Whether we are talking about leading brands such as the Guinness Storehouse or The Merrion Hotel or smaller independent cafes, the moment of truth when the customer decides whether they like our brand or not - is still decided in large part by the interaction with our frontline people. If we can start to understand how habits are formed and how they work, we can harness this knowledge to create much more powerful training.

Willpower is a Habit Let us take one habit: willpower. At Starbucks, the company’s service aim was to deliver a bit of joy alongside its coffee and scones. This is the aim of many companies. So let’s see how they did it.

Consistent service is based on managing one’s emotions. So they trained their staff to put aside their personal emotions so that they could focus on the customer.

Starbucks spent millions on developing self-discipline, because willpower is a learnable skill. Our willpower gets weaker as we become more tired. It is at that point we might snap at a customer or forget an

50

H&RT OCTOBER/NOVEMBER ‘13

order. Starbucks sought to overcome this behaviour by training around clear ‘inflection points’, moments when we are most likely to lose our willpower, such as dealing with an irate customer. Starbucks taught their employees how to handle moments of adversity by giving them willpower habit loops.

Reprogramming Habits In their training, they get staff to identify how they will deal with really difficult situations (inflection points). New trainees have to work out a plan to respond to these situations. They are supported by habit loops such as LATTE (Listen, Acknowledge, Take action, Thank and Explain). They role play inflection points again and again so that the employee can slip into the right habit when the real situation comes up. Starbucks has dozens of routines that employees are taught to use during stressful inflection points.

Kevin Daly, owner of Taste Food Company in Dublin 2, is circumspect about the power of habit as a fix-all, in that it is human nature for us to fall back on some of our bad habits He works very hard on creating that winning formula for his café: price point, service and quality. While his business has grown year on year right through the recession, with an uplift of 30% in the past year, he says ruefully: ‘Catering is never a game of perfect’!

He explains, “I used to get very frustrated at the way staff would continue to make mistakes, no matter how much training I did or what sorts of manuals we produced. Now I know that we will never really arrive, excellent customer service is always a journey and I will never want to say that I’ve got there.”

Daly is perfectly correct. But he does an awful lot right to make sure that the right habits win through. He trains constantly, runs mini competitions, quizzes staff on their menu knowledge and sets sales goals for everyone. He rolls up his sleeves and works alongside his staff to understand what may be the barriers to creating the right service. He meticulously analyses complaints to see how his systems and service have allowed a particular complaint to arise.

Tony Smith is head of training at EE Group, managing leading brands such as Starbucks, TGI Fridays and Mao’s, in Ireland. He is a specialist in developing brand habits. “Recognition is fundamental in maintaining employee morale and rewarding good performance. There are many different pins we reward for reaching different milestones. A pin designed like a rowing boat is awarded for teamwork (all pulling together) while our “Good To Great” pin recognises improved performance,” Smith explains.

Bill Kelly of Kelly’s Resort agrees with one of the book’s major themes on managing emotions. “If we come in to work in bad humour, that can become a trend. Aristotle says ‘We are our habits’. I remind our team that once we come to work, we’re on stage and we are there to focus on the customer!”

If you want to learn about how habits work and how you can programme habit change into your programme, you will enjoy The Power of Habit!

Cariona Neary

*AC Nielsen Aug 2013

Candarel advert A4.indd 1

01/10/2013 16:06

,

Authentic, meaty taste perfectly complements, your scratch flavours.

Derry Clarke Chef proprietor L’Ecrivain Restaurant

Gl u t e n

F R EE

Fo r yo ur FR EE sa m pl e vi sit w w w. co nc en tr at ed de m i.i e UI11117 A4 KCDG Trade Ad.indd 1

11/09/2013 16:06