IHI HNN April 2021 Issue

HNN HOSPITALITY NETWORK NEWS

APRIL 2021 ISSUE

HNN CO 3 PRESIDENT'S NOTE 4 EVENTS Upcoming Webinars 13 GUESTLINE New guests and how to attract them 15 Carton House announces new GM

7 On the Record With Stephen Meehan MIHI

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NTENTS 17 Aramark International appoints a new head of sales & business development 19 NETAFFINITY March booking trends 22 EDUCATION & TRAINING

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PRESIDENT'S NOTE Dear Member Well, it’s with a pep in my step that I put pen to paper today as the news for the industry has been so positive with the latest Government announcement allowing greater freedoms and a clearer roadmap on the reopening of hospitality commencing in very early June.

As I write I am hearing that booking momentum is very strong right across the country, highlighting the powerful role that attractions, visitor experiences and retail play in consumer choice as well.

The latest consumer insights are telling us that our domestic consumer wants a diverse choice of attraction and experience in their chosen destination. So, make sure to continue to highlight all that is great about the area local to your hotel or business.

Here at the Institute, we are delighted to confirm that due to the very hard work by your board members and executive, the IHI has updated its articles and constitution for the first time since the founding of the Institute in 1966. The articles have now been shared with our members and we look forward to seeing you at the EGM on Monday 24th May to hear your opinion and most importantly to bring these to life through your vote.

We continue to host and deliver relevant learning content to both members and nonmembers alike. Next week I look forward to chatting with Martin Shanahan, CEO of IDA Ireland who started his career in hospitality and tourism and is a Fellow of the Institute. This promises to be an interesting conversation and I look forward to it.

On May 27th, we have an interesting and very international panel lineup from some of Ireland’s Hospitality Professionals working abroad. This panel discussion will really take the international hospitality pulse and is a great example of sharing learning cross country and continent to support each other to better success. We would love to see you at either of these events in the coming weeks so please go to our website to register for all forthcoming events at www.ihi.ie For the fellows among you, Martin Cassidy Chair of our Fellows will host an online informal coffee morning on Friday, May 7th, 2021. Again, we would be only too delighted to welcome you there. If you would like to attend, please let Tina or Cynthia know directly.

Our AGM is planned for June 15 this year so while you will receive paperwork around same in the next week or so, please mark the date in your diary – again we would welcome your attendance there.

We wish you all the very best as you go about the final plans to reopening over the coming weeks, it’s a great time of year to reopen and heralds that we may enjoy a great summer 2021.

Here's hoping!

Oonagh President Irish Hospitality Institute HNN |

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FDI in Ireland, IDA’s New Strategy & Economic Outlook

U P C O M I N G

with guest speaker Martin Shanahan FIHI CEO IDA Ireland Thursday, May 6th 2021 10.30 Click here to register.

E V E N T S

Hospitality Recovery from an International Perspective Thursday, 27th May 11.00 am With Guest Speakers Brian Gleeson - GM Radisson Hotel Group, Moscow Mark O Sullivan - Area GM with Minor Hotels, Bangkok Matthew Mullan - Cluster GM Hilton, Abu Dhabi Damien O Riordan - GM Ritz Carlton, Florida Sarah Duignan - Director of Client Relations, STR Click here to register.

IHI Member Reminder 24th May 11.00 - Extraordinary General Meeting 15th June 11.00 - Annual General Meeting Click here to register.

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SAVE THE DATE

25th November More details to come.

SPONSORSHIP OPPORTUNITIES ARE AVAILABLE. CONTACT TINA.MAREE@IHI.IE

On the Record

O N T H E R E C O R D

Stephen Meehan MIHI This month, I had the pleasure of interviewing IHI Member Stephen Meehan. Stephen is the Chief Executive Officer of the Convention Centre Dublin (The CCD), Ireland's national convention centre).

Stephen was appointed CEO of The CCD in February 2017. In December 2017 the venue was first acknowledged as the ‘World’s Leading Meeting and Conference Centre’ by the World Travel Awards, winning the accolade again in 2019.

An honours graduate of Dublin Institute of Technology, Stephen has over 20 years’ experience working in five-star venues across Ireland, the UK and Europe and before joining The CCD, held the position of General Manager Bewley’s Cafés Ireland. He began his career with Four Seasons Hotels and Resorts working across all departments in Dublin and London, before taking up the role as General Manager of the award-winning Nimb Hotel and related facilities in Copenhagen. Here he was responsible for a team of 280 people and managed the hotel and its six high-end restaurants and bars, delivering events up to 4,000. Stephen recently completed honours diplomas in both Strategy and Innovation and Organisational Behaviour from the Irish Management Institute. Since January 2019, Stephen has chaired Fáilte Ireland’s Business Tourism Working Group and he is a director of the board of the Irish children’s charity, Make a Wish Foundation.

Stephen is married to Jackie and has two children Katie (15) and Cillian (11). He has a love of fitness, having completed 20 marathons, most recently running the KBC Virtual Dublin Marathon.

Prior to COVID-19, Stephen ran six marathons in 2019, concluding with the New York Marathon in November.

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When did you become a member of the IHI? Having worked abroad for a few years, I became a member of the IHI shortly after returning home to Ireland in May 2017.

What made you decide to choose hospitality as a career?

Unlike many of my industry colleagues, I had no family roots in hospitality. As a child when someone visited our home, they were not allowed to leave before enjoying a cup of tea or a drink, so I suppose like many I was exposed to this sense of welcome and joy of human connection from an early age and I always loved to be around people.

When selecting a college course, Hospitality Management seemed a good fit to help build a career with people at the centre of things. In my final year of college, Four Seasons were recruiting for their hotel in development in Ballsbridge. I applied for a job, passed the five interviews, and it was there that I learned some wonderful cultural and technical skills for my career ahead.

As a graduate of Dublin Institute of Technology, (now TU Dublin), what advice would you give to students currently enrolled in Hospitality & Tourism programmes?

Do what you love and love what you do. We have only one life, we should enjoy our profession, but also look to enjoy all aspects of our life. There are, of course, stages in our career where we have to make personal sacrifices for our role, but on the whole, we must find a good balance that enables us to be happy with the entire life that we have built and not just aspects of it. I would also advise to choose and commit. Commit to your studies, commit to your job, your friendships, your relationships and your passions and then have the consistency to see them through. A great sense of satisfaction follows when you commit to these parts of your life.

Now a two-part question: During your career, you have been fortunate to work abroad. What would you say was one of the greatest benefits to working abroad and also what would you say was one of the greatest struggles?

Working abroad is a wonderful privilege as it helps you to develop and draw on both your character and competency skills. All of your safety blankets and supports are gone, so you have to start from scratch in many ways, which requires great resolve and perseverance. The hardest skill to learn, in my opinion, is listening, listening to understand rather than responding. Working abroad helped me to develop my listening skills, which I continuously work on.

My greatest struggle was when I moved to Denmark leaving my family behind me in the UK. I remember walking down the street towards the hotel on a cold January morning, where the signs were in Danish and feeling very isolated because I was. The cultural differences were significant and learning the language was not so easy. After a few days of wondering had I made a mistake, I chose to commit and give the move and role all of my energy. It was an incredible experience that I will value forever.

Throughout your career, what would you say has been your most challenging role and why?

Interestingly, from a physical perspective my roles as a server and lead server in Four Seasons were tough. I was on my feet and busy for long shifts, five to six days a week, in a really challenging, luxury service environment where diverse guests had very high expectations.

Each job brings different challenges that make you stronger as you work your way through them. My experience has been that over the course of our careers there is a pattern of stretch followed by adjustment or development where we bridge the skill gap.If we are pushing ourselves, then we will fall or fail on occasion. If we don’t fail or fall, then we probably aren’t exploring or challenging ourselves enough.

In your current role as CEO of The CCD, you have had to adapt to new ways of delivering events. Can you tell us a little of what you have done to accomplish this?

Like everyone, over the last 14 months, we have been through a great deal of change. I am so fortunate to work with an incredibly talented, engaging and experienced team. I consistently find that the majority of the answers required are found within the organisation, we just have to ensure that we create a platform for listening and innovation.

The CCD’s purpose is ‘setting the stage to welcome the world to Ireland’. We have always delivered this purpose through our service and our space. While this purpose is effectively paused due to COVID, the experience we have developed around safety and increased technical ability will couple with service and space to deliver our purpose just as pre-COVID in the future, of course when things permit. At its core, my role is to create an environment where talented people can do what they do best. This has not changed at all over the last 14 months. Perhaps we rely more on technology to connect now, but the job remains the same, just like our purpose.

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Lastly, it was recently announced that one million doses of Covid-19 vaccines have now been administered in Ireland. As we get closer to a bit of normalcy what are you most looking forward to?

From a professional perspective, I can’t wait to open the doors of The CCD to welcome our clients and delegates back. What is so exciting is the buzz of chatter in the Forum for an awards dinner, the silent captivation of a keynote speaker with 2,000 people in the Auditorium or the multitude of colours and creations when thousands of comic book fans descend upon the docks for Dublin Comic Con. These times will return and I can’t wait to stand beside our team and industry colleagues in the privilege of service.

Convention Centre Dublin

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From a personal perspective, I would say COVID has been a catalyst for me to renew my appreciation for the simple things in life. The most important things we have are our time and our memories and I can’t wait to appreciate time in the sun with my wife - running, eating out, sipping coffee by the sea, just cherishing the simple things.I also can’t wait to give my parents a hug. I owe them a great deal and miss close time with them. I hope we all get to enjoy precious time with our loved ones in the months ahead.

With an announcement from the government pending, it is a vital time to ensure that your property is ready to swing those doors of business open wide once given the green light.

Below we have some details on financial supports which may be applicable for your business.

Check out your Local Enterprise Board for trading online vouchers that are available to any business that wants to improve it’s online presence or eCommerce functionality. This grant can be offset against website design, online ordering, or reservation systems The Enterprise Board website for your area will have all the information, click here for more details on how to apply for your business.

Likewise, Failte Ireland are advertising a grant for the improvement and development of outdoor areas. The aim of this scheme is to: "facilitate greater capacity in outdoor dining by supporting Local Authorities and hospitality businesses with upgrading and enhancing streets and public spaces and implementing weatherproofing solutions which will facilitate year-round outdoor dining.

With both of these grants available, there is an opportunity for proprietors to avail of funding to develop and expand their business to meet the needs of this ever-changing world we are living in at the minute, whilst capitalising on outdoor and online business this summer.

Our businesses can help with online reservations systems, online ordering systems to enable your customers to order and pay from their own device and handheld tablet ordering systems for your wait staff. If you want more info on our solutions please contact our sales team at 01 2811960.

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The new guest and how to attract them - top tips As the hospitality industry prepares to re-open, what are the priorities of the new guest and how can we best attract them?

Check out these top tips from Clio O’Gara, Guestline’s country manager, Hani Kriazny, business development director at Bookassist, Andrew Martin, customer experience manager, GuestJoy and Andrew Kavanagh, group sales and marketing manager, FBD Hotels in Ireland: Efficient marketing strategies that deliver ROI Certainly, the next one to two years will be a focus on recovery and whilst hoteliers work to manage the impact of the pandemic, the consequence of this is the need to be as efficient as possible. Not only in terms of operations but also, importantly, in terms of cost-effective marketing strategies that really deliver for the bottom line. In turn, a focus on maximising the direct channel will be an essential part of any marketing strategy. There are a number of ways hoteliers can work to encourage and reward direct bookers (discounts on drinks, exclusive offers for kids clubs for family breaks if available) and also by carefully managing the availability offered on OTAs compared to direct via the website can all have an impact on supporting this.

Exploit the staycation/domestic demand Whilst the outlook is now widely regarded as the most positive it has been for the last 12 months in terms of state of the market and where the growth opportunities lie, for much of the foreseeable future it will be firmly with the domestic / staycation and leisure. At a global level, domestic and local markets will reign supreme and whilst the ambition long term is that this will shift to international, for the time being at least, hoteliers need to be prepared to welcome guests closer to home. Encouragingly, it seems there is a lot of pent-up demand for hotel breaks.

Maximise guest spend Those guests that are booking, are also willing to spend more to make those long-awaited getaways all the more special. With this in mind consider packages that appeal with the ‘luxury’ and ‘treat’ message. After a year at home, many guests will have the appetite to spend more beyond just bed and breakfast. Upselling and packages that include Champagne in the room on arrival, pre-dinner cocktails and spa treatments for example, are all expected to be popular for guests and profitable for hoteliers. So, it is important to bear this in mind when planning the calendar of packages and promotions for the weeks and months ahead. With a greater focus on ‘local’ hoteliers should also consider any local partners and businesses they can work with to develop joint packages and offers that will enhance the guest experience and importantly, have the potential to encourage them to return in the future.

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Maximise guest spend Those guests that are booking, are also willing to spend more to make those long-awaited getaways all the more special. With this in mind consider packages that appeal with the ‘luxury’ and ‘treat’ message.

After a year at home, many guests will have the appetite to spend more beyond just bed and breakfast.

Upselling and packages that include Champagne in the room on arrival, pre-dinner cocktails and spa treatments for example, are all expected to be popular for guests and profitable for hoteliers. So, it is important to bear this in mind when planning the calendar of packages and promotions for the weeks and months ahead. With a greater focus on ‘local’ hoteliers should also consider any local partners and businesses they can work with to develop joint packages and offers that will enhance the guest experience and importantly, have the potential to encourage them to return in the future.

Implement contactless technology Another key point in the discussion was the advance of technology throughout the industry during the last 12 months. Across all market segments there has been a marked shift in the development and adoption of technology by both hoteliers and guests. Contactless check-in / check-out and payments have helped significantly in delivering that all-important frictionless experience for guests and greater efficiencies for hoteliers. As guests enter their own details online and more data processes are automated there is less room for error. Critical in not only building guest trust but also giving the hotelier the opportunity to spend more time building both a seamless and improved experience.

Build guest personalisation Likewise, building relationships with guests through greater personalisation as guests can build their own experiences and offer greater insight into their own preferences. Hospitality is an industry built on human interaction and relationships and unquestionably technology has paved the way to improve many of the operations and processes to support that moving forward. Using technology and data to understand guest preferences now will have a hugely important role to play in informing how to build marketing and communications strategies to market to those same guests in the future.

Engaging and informative guest comms Finally, whilst the outlook is positive, hoteliers still need to pay due diligence to the messaging and communications to guests around Covid-19. A year on most people understand and appreciate the importance of regular hand washing, face masks and social distancing. With this in mind it is important to strike the right balance when communicating to guests about the health and safety measures in place. Certainly, they want a safe experience and to be reassured but don’t need to be bombarded by it. So hoteliers must be sure to make safety protocols clearly visible on websites and in communications. This is at the same time as ensuring they are making most of the opportunities to showcase packages and experiences that drive revenue, so that the current guest for now becomes a repeat guest for the future.

For more information, clio.o'gara@guestline.com

please

visit

www.guestline.com

or

contact

Clio

O’Gara HNN |

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MARTIN MANGAN NEW GM OF CARTON HOUSE, A FAIRMONT MANAGED HOTEL Martin Mangan has been appointed General Manager of Carton House, A Fairmont Managed Hotel, one of Ireland’s most significant and historic country house hotels, joining ahead of the hotel’s much anticipated reopening in June.

“This summer the multimillion-euro total renovation of Carton House will be unveiled, and I am delighted to join at this incredible moment to usher in the next chapter of one of Ireland’s oldest estates,” said Martin Mangan. “The renovation over the last two years has been significant, bringing the estate back to the heights of its great house splendor, magnificently refurbishing historic state rooms and preparing the hotel for hospitality on a grand scale, just as this imposing estate was originally intended.”

Mr. Mangan joins Carton House in Maynooth, County Kildare as General Manager as it celebrates its first summer as a luxurious Fairmont managed property. He brings 25 years of luxury hospitality experience from leading hotels in London and Dublin. A former President of the Irish Hospitality Institute, past Chairman of the Dublin Branch of the Irish Hotels Federation, and a current National Council Member of the IHF, Mr. Mangan was also Chairman of the Dublin Tourism Marketing Taskforce, and has received many accolades over the years, including the Irish Hospitality Institute Hotel Manager of the Year.

John Keating, Area General Manager, Accor Luxury Brands Scotland & Ireland said: “Martin is an award-winning hotelier, renowned forthe finest hospitality experiences and we are delighted to welcome him to Carton House as General Manager. Martin is a passionate professional with a wealth of experience to build a thriving culture for guests, the hotel team, and the wider community. The doors of Carton House will reopen this summer at this unprecedented time and what an incredible team and experience await our guests.”

“I am delighted to join Carton House and the Fairmont familyas we prepare for our first summer after such a magnificent refurbishment,” added Martin Mangan, new GM of Carton House. “The entire estate looks wonderful, and it is a credit to the owners and the teams of craftspeople and specialists who have been working to such a high standard for almost two years to bring this important country house back to its original glory. Myself and all the team at Carton House are so excited to welcome our first guests to experience this historic property as it was meant to be experienced — an extraordinary house to call home.”

For more visit www.cartonhouse.com HNN |

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CHRIS GARSIDE JOINS ARAMARK INTERNATIONAL AS HEAD OF SALES AND BUSINESS DEVELOPMENT Wednesday, April 28, 2021: Chris Garside, former CEO of Compass Group UK and Ireland, has been named Head of Sales and Business Development for Aramark International, starting May 17. He will be reporting to Carl Mittleman, COO of Aramark International, and will take on responsibility for leading growth in 18 countries around the world.

In this newly created role, Garside will lead the company’s growth agenda with a focus on driving new sales across its international portfolio, supporting strategic and major retention efforts, and developing and executing a global M&A framework.

“Chris will be an incredible addition the Aramark International team, bringing his passion for hospitality and a strong network of relationships, a proven track record, and years of industry experience,” said Mittleman. “As we focus on growth post-pandemic, there is no one better suited to help us open new doors and fortify the relationships we currently enjoy.”

Garside comes to Aramark following a successful career with Compass Group. As a member of the Executive Board of Compass and well-respected industry leader, Chris achieved sustainable year over year growth across Northern Europe through a balanced focus on innovation, strong net new results, and strategic acquisition. During his 11-year tenure with Compass, he held a variety of roles of progressive responsibility in the UK and Europe, leading businesses in Defense, Offshore, Government, and Education.

“Joining Aramark now creates exciting new opportunities for me in an industry I have known and loved for many years,” said Garside. “Carl and his senior team are dedicated to a hospitality mentality, and that passion for service is in my blood. I am eager to get started and add value to Aramark’s International team, as well as supporting the industry to recover and thrive post-pandemic.”

Before joining Compass, Garside held a variety of operational and leadership positions with Kingfisher PLC, a UK-based international home improvement retailer, and with Dixons Stores Group, one of the largest consumer electronics retailers in Europe.

Garside serves as Trustee of Hospitality Action, a London-based charity organisation dedicated to providing vital services and assistance to those who work or have worked in the hospitality industry and who have fallen on hard times.

Aramark International encompasses 18 countries of operation around the globe, including the Aramark operating businesses in Northern Europe (UK, Ireland, and the Global Offshore business in Denmark, the UAE, Saudi Arabia, Qatar, Bahrain); Continental Europe (Germany, Spain, Belgium, Czech Republic); Asia (China, Korea, Japan); Latin America (Mexico, Chile, Argentina); and Canada.

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The ZEN AIR range of air purifiers with ActivePure Technology is an ideal solution to accompany the slow rollout of vaccinations and to speed up your business recovery process with the return of your workforce and the peace of mind of your customers.

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What were the booking trends for March?

We’re on the cusp of summer already – how did that happen?! While the UK and North of Ireland have begun easing restrictions, the Government in the Republic of Ireland will agree next week on the next stage of the country’s reopening.

In a recent consumer sentiment survey, Fáilte Ireland found Irish people have been adopting a “wait and see” approach to booking holidays so far this year. Their survey found that 43% of Irish people intend on taking a short break in Ireland in the next six months. We do expect to see hotel bookings increase significantly once the Government announces a lift on inter-county travel restrictions – it’s important to be aware of people’s mindset in the midst of all the differing messages since the beginning of the year. As the country begins opening up, consumers will gain back more confidence.

Here are some recent booking insights from looking at our own data for the month of March 2021.

What were general bookings like?

We noticed an upturn in bookings in the second half of February, which were made for summer. Naturally enough, when the extension of restrictions was announced at the end of February, this impacted the volume of bookings for March, which noticeably slowed down This mainly affected properties in the ROI, recorded a drop of 34% in booking volume compared tothe previous month Hotels in NI finished 27% ahead of February, as it was clear properties would be opening sooner there Comparing year on year becomes more difficult in March this year, considering the pandemic began impacting bookings around the middle of the month last March This means that comparing year on year doesn’t necessarily give us a true picture because the first half of March 2020 was relatively normal (before bookings essentially stopped in the second half of the month) To give an example of what we mean, booking volume for March 2021 finished 20% behind March 2020 in the Republic of Ireland. However if we compare this to March 2019, it was 66% behind In Northern Ireland, March 2021 bookings are 4% ahead of March 2020, and 52% behind March 2019 HNN |

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What was website traffic like?

‘Global’ website traffic for March 2021 remains at a similar level to what we saw in the previous two months Interestingly, the traffic figures are ahead when compared with those from March 2020!

We’ll be keeping an eye on this trend as we continue through April, as a significant number of properties are continuing to keep their marketing campaigns running in order to drive their summer bookings As we said earlier (and echoed by Failte Ireland), we do expect to see an increase in the volume of traffic and bookings in ROI when the Government releases a firm reopening plan Compared to February 2021, the average marketing for March 2021 has seen a 9.4% increase We expect this to increase further in April 2021, especially given the OTAs are likely to increase their spend ahead of summer to compete with brand campaigns and Google Hotel Ads in order to defend their market share For further context, the average spend in February 2020 (pre-pandemic) for Google Ads & social media combined was just under double that of March 2021, so while we are seeing increases, the lower demand is still impacting spend

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How did voucher sales do?

It was a mixed month for voucher sales Looking at the type of vouchers sold, it seems gifts were being purchased with luxurious getaways in mind once restrictions are lifted Mother’s Day had a significant impact on March sales this year. In March 2020, sales for the weekend of Mother’s Day itself were strong, but the week around it did not perform as well. In March of this year, it was more like March 2019 in the sense that the five days leading up to Mother’s Day saw a strong pickup, just not to the same extent (to be expected) Sales for March 2021 finished 2% ahead of March 2019 We don’t expect any incredible surge in voucher sales over the next couple of months. April & May are usually quiet for voucher sales, under normal circumstances As we have been reiterating over the last few months, it’s never been so important to have a high-performing booking engine, fully optimised website and a strong, strategic marketing plan than now. Your booking engine should be: Mobile-first Capable of providing accurate, actionable data and insights in a smart, digestible way Built with conversion top of mind Able to help recapture abandoned bookings Provided with intelligent and helpful support Capable of search flexibility Equipped with a variety of booking modules (wedding for example) Interested in learning more about our booking engine? Book a demo!

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E D U C A T I O N

Excel Recruitment’s training partners excited to be back in the classroom Class is back in session as the Irish Barista Academy and Futureproof Training return to classroom training.

&

We’re excited to be back in the classroom delivering Barista courses in partnership with Skillnet, waiter training and our entire catalogue of training, just in time for hospitality’s reopening this summer.

T R A I N I N G

With fully qualified trainers and course material designed by working hospitality professionals, the Irish Barista Academy and Futureproof Training are the ideal partners to get your staff prepped and trained up ready for when the country opens up.

Classes take place in our purpose-built training room at our headquarters in the city centre with reduced class sizes to comply with current regulations. To make it even easier for your staff, on-site barista training can also be organised for premises with fully working espresso machines.

Shane Mclave, Excel Recruitment and Futureproof Director, says “All the training is mutually beneficial for clients and staff. Staff can add another string to their bow and are better equipped in their work and clients have skilled, accomplished staff readily available for all their business needs.

To enquire about any of our training options, visit www.futureprooftraining.ie, email info@futureprooftraining.com or call us on 01-2150001

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