IHI HNN December 2020 Issue

December 2020

Irish Hospitality InstituteÂ

Dublin City Centre

Be Progressive - Be Entertained - Be Recognised - Be Part of Us

In this Issue

2

Note from the President

3

Hospitality & Tourism Professionals Day

5

Welcome New Members & IHI Events

7

Note form the NEO

23

Industry News

Dear Member Following a year in which so many of us have shelved business and personal plans, these past few weeks our industry reopening last week feels like a very positive way to end the year of 2020.

I sense an energy and resilience in the industry of looking outward and forward. Nowhere was this more evident than in our recent first IHI Hospitality & Tourism Professionals Day. It was a great display of the passion that all of you have for our industry. Key issues such as talent retention were the focus of the day, as we know many of you, restaurants, hotels and visitor attractions are finding the attraction and the retention of staff challenging in these times.

We were lucky to have the support of so many sector leaders and their contribution to our panels and of course our 2 panel leads who gave us plenty of food for chat and discussion. For those of you who may have missed these events or if you would just like to revisit some of the themes presented, recordings are available on the IHI website.

I would like to thank our Events Chair, Muireann King and events committee members who worked extremely hard alongside the executive team to bring this event to life! Sincere thanks to Daragh O’Neill, Chair of the Membership Committee and Charlie Shiel, Company Secretary for their time, energy and commitment to making the event and day such a success.

Tina Maree, our National Executive Officer and Cynthia O ‘Neill brought all their ingenuity, experience and energy to the event and ensured the success of the event from ideation to execution. It was a proud moment for the Institute and I thank you most sincerely.

I know many of you reading this are probably doing so post-Christmas as right now you are too busy as you have just reopened last weekend! If so, I hope the Christmas season 2020 with all its limitations proved to be successful and safe for all of you, your teams, your customers and your families.

In other works, we are continuing to complete our governance documentation and practice to ensure we are best in class and we hope to have this work completed by year end 2020.

As always, I strongly encourage you to continue to use your professional network within the IHI and beyond for advice, mentoring and support especially at this time.

The President of Ireland, President Michael D. Higgins used the gorgeous phrase of “Effective Together “in his address to us as an industry (recording available here). We hope to bring this phrase to life as we go into 2021 and ensure that as your Institute, we are effective in bringing you the supports and networking opportunities and educational content that is our vision.

At this time of year, don’t be a stranger, if you need an introduction, a connection or a simple listening ear… we’d love to hear from you.

Our work in early 2021 will see the commencement a very enticing webinar series commencing on January 14th with Tom Mc Dermott, talking us through Lean process’s and how we might apply them in hospitality. We look forward to seeing you there.

In the meantime, Nollag Shona dhuit , keep safe and well,

Oonagh Cremins FIHI President 2

Tourism futurist predicts 18-23 months before sector recovers Speaking at the Irish Hospitality Institute’s Hospitality and Tourism Industry event yesterday (26 November), tourism futurist Valentina Doorly said the industry has not been confronted with a challenge of such proportion since WWII. She predicts it will be 18-23 months before the sector recovers from the trauma of the pandemic and international travel fully returns.

With UNTWO predicting a loss of 70% in international travel movements in 2020, Valentina fears “this could represent a lethal wound to many in the sector”.

However, she stated that Ireland is well positioned to meet international consumer expectations when travel resumes.

President of Ireland Michael D. Higgins also gave a heartfelt address, saying “the sector has made some of the greatest sacrifices during the pandemic”.

He thanked everyone for their “generous contribution to the very survival of our society”. He noted that “a country is built on how authentic it’s hospitality is”, and the efforts by all show “an enormous collective will” to ensure “we can navigate our way safely towards a positive and brighter future”.

The event, which was hosted by the President of the IHI Oonagh Cremins, saw a virtual gathering of more than 1000 tourism business leaders and a high-profile panel of experts.

CEO of The Restaurants Association of Ireland Adrian Cummins said “Tourism will never be taken for granted again. It took a crisis for people to appreciate its true value”.

Paul Hayden, head of tourism careers & Food in Fáilte Ireland, spoke about the worrying impact that Covid19 has had on the sector in terms of recruitment. He said it is imperative to rebuild trust around the industry to attract and retain talent, and to make it an attractive career path for students. “We need smart and skilled people to support recovery. Those working in the sector are positive about future opportunities, but we must get that message out.”

Travel journalist and guest speaker Pol O Conghaile said it’s a great time to enter the industry. “Tourism is currently at rock bottom but there will be ample opportunities in the future.”

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During her thought-provoking talk, futurist Valentina Doorly spoke about the evolution of travellers during a pandemic. According to Valentina, we are currently living through ‘a time of the Great Fright’ - the pandemic has erupted, there’s a race for vaccines and solutions, and travelling is not safe. The next horizon will be a phase of rehabilitation when vaccines will start to roll out and the initial danger will have passed, but we will be “recovering from a great trauma and visitors will need extra care”.

During this next stage in 2021, she predicts it will take very little to make people happy and they will focus on small budget breaks, city breaks and small private events. Valentina projects that it will take at least 18-23 months before air travel is no longer seen as a threat, the world is seen as an interesting place to explorer again, and everyone is back travelling internationally.

However, Ms Doorly said one of the major megatrends to come out of the pandemic is de-globalisation and it will stay with us for the foreseeable future. “Globalisation has brought an over consumption of travel and this is going to roll back. The pandemic is moving people away from compulsion towards macro-regional and vertical tourism – they will travel less and make more thought out, active and considered decisions. Consumers will look for interaction with the land and the people.

They will think long and hard about how their money is spent, they will continue to focus on local, and they will look for more intimacy.”

She said a new dimension will need to be delivered to visitors and guests. “Extra care, soothing and healing of the trauma will help people to find the confidence to go and experience again. The industry needs to anticipate change, reimagine, and be equipped to seize new opportunities that will emerge and help it reset.”

Valentina said the positive news is that Ireland is well positioned to meet consumer expectations as travel resumes. “Ireland is perceived as having vast outdoors and unspoilt open spaces with caring and compassionate people to welcome visitors – it is in a pole position for recovery”.

During his talk, Pol O Conghaile also highlighted the benefits of having wide open spaces and a reputation for safety, stating that ‘wilderness is the new wellness for the next year’ with 65% of people he surveyed saying they want to avoid crowded places. Pol says 2021 will also be the year of the bubble, when visitors from hotel guests to cruise passengers will remain in their own contained bubbles, so the industry needs to find innovative ways to address this.

Valentina noted that “the black swan of the pandemic is influencing the course of the trends and megatrends that define the architrave of our economies, societies and the industry.” Some of these, in addition to de-globalisation include: A Demographic Revolution: Europe is the fastest aging continent in the world. It is on its way to becoming the first geriatric society in history. By 2050, in continental countries like Germany, Spain and Italy, the number of super elderly (over 80s) will be in a proportion of 4:1 to 0-4 year olds.

The impact for tourism is that there will be more solo travel – the number of solo households in Europe has gone from 7% to 34% in recent years. This in addition to older and bolder tourists’ and ‘multigenerational groups’ will provide new growth areas for the industry.

Climate Change and Climate Crisis – by 2040 47% of the global population will experience water stress.

Sustainable travel will be key for Gen Z and it is important to embed climate change and environmental sustainability actions within tourism recovery actions plans.

The Technological Revolution will change the travel and tourism industry. The anytime anywhere holiday will grow, where people work and holiday at the same time and are always connected, creating a blurring of boundaries. Augmented reality will also be used for holiday anticipation to holiday pre experiencing.

Digital detox holidays will also continue to grow.

Decline in per capita spend of visitors because of the impact of the pandemic.

New virtual tools will impact corporate business in the long term.

Elaina Fitzgerald Kane from the Government’s Tourism Recovery Task Force said the only way of sustaining corporate business currently is through a hybrid model, and speakers said that supporting local and artisan producers going forward is key.

There will be a growth in coastal destinations which was already seen in 2020.

Leisure travel and solo travel provides the best opportunity right now.

Destinations perceived as safe and clean will be rewarded.

Valentina concluded her insights by saying that “Joe Biden’s publicity around his Irish origins will be hugely beneficial to Ireland”.

President of the IHI and MD of The Innovate Room Oonagh Cremins FIHI, said “We are all a community experiencing the same difficulties, but we need to focus on the future and rebuild from here. Retention of talent along with reimaging tourism is now key.”

The IHI Tourism and Hospitality Day provided a platform for owners and managers to discuss the critical issues facing the industry. Decision makers from hotels, restaurants, attractions, tourism, travel and education attended the virtual event.

Other speakers included Chair of ITIC Ruth Andrews, Director Sector Development at Fáilte Ireland Jenny De Saulles, and President The Irish Hotels Federation Elaina Fitzgerald Kane.

The Irish Hospitality Institute (IHI) is the professional body for managers in the hotel, tourism and catering industries in Ireland, collectively known as the hospitality industry. www.ihi.ie

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WELCOME NEW MEMBERS

Alan Gilroy MIHI Armark Northern Europe

Louise Fitzpatrick MIHI Lough Key Forest & Activity Park

Julie O'Brien MIHI Runda Travel

Lorraine Quinn MIHI Quinn Management Services

Michael Masterson MIHI Cliff at Lyons

Michael P Ahern MIHI Center Parcs UK & Ireland

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John Beattie MIHI Byrne Hotel Group

Liam Minihan MIHI The iNua Collection

Sanat DeSilva MIHI Shakeeb Beach Resort & Spa

Marie O'Halloran MIHI Athlone Institute of Technology

Tommy Moran MIHI Moran Hotels

UPCOMING IHI EVENTS Training

Webinar

Supervisory Skills Programme Tuesday, 12th January

IHI Winter Webinar Series “ Lean into 2021 “ Thursday, 14th January 10.30

Beginning 12th Jan and running every Tuesday thereafter for another 5 weeks from 10am - 1pm.

Ideal for those who are aspiring to be or have just been promoted to Supervisors/ Junior Managers.

This programme will impart the skills that you are expected to know but have never been given the opportunity to learn.

There is a 3 hour zoom session, once a week over 6 weeks with 2 projects as part of the programme.

Ideal opportunity to network with others in the industry To register click here.

Tom Mc Dermott is the Managing Director of Agility Hospitality who help Hospitality businesses adopt a "continuous improvement" culture using "LEAN Six Sigma" tools & principals.

Before establishing Agility Hospitality, Tom worked Internationally for Starwood, Cunard, Radisson and subsequently Hilton where he led their “continuous improvement” programme called “Operational Excellence” in EMEA. Tom promotes the adoption of the “bottom up” approach to “continuous improvement” by involving front-line team-members to create sustainable win-win solutions for the guest, teammember, and owner.

To register for this webinar click here.

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Dear Member, Back in March as we celebrated the success of TU Dublin winning the 2020 IHI National Hospitality Business Management Game, with the continued support of Dalata and Fáilte Ireland. Little did we think that in just under three weeks we would be entering a lock down.

At the start of lockdown, it became clear from Member communication, there was a need to provide support and guidance as we started to navigate through the unknown of Covid-19.

As a result, we launched the first ever IHI online webinars, “The Restart Series”. The series focused on a theme of eight building support blocks specifically addressing Covid-19 related problems and solutions for members managing teams during lockdown and the preparation needed for re-opening. A special thanks to our speakers: 1.

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Kathleen Linehan MIHI – Trigon Hotels Caroline Dunlea MIHI & David Brett MIHI, Core Optimisation Helen O’Leary MIHI, The Innovate Room Richard Burke, Resilient Minds Dawn Wynn MIHI, Dalata Hotel Group Karen Healy MIHI, Meraki Cathal Divilly & Fania Stoney, Great Place to Work with Guest speaker Alan Smullen Niall Gibbons HFIHI, Tourism Ireland

MIHI, Doyle Collection

Following the success of the first series, we launched the “Next Phase Series” which addressed Leadership, Sustainability, Customer Care, and Customer booking trends and stats. A special thanks to our speakers: 1.

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Maurice Bergin FIHI, Green Hospitality David Collins, Great National Hotels Netaffinity, William Cotter, Peter Cook & Helena Rowe Bradley Marc Thornton FIHI, DTA Marketing

As Autumn approached with further lockdowns, Series 3 “The Autumn Series” commenced. A special thanks to our speakers: 1.

2.

Sarah Duignan, STR Avril Quinn Mansworth, Human Reasons

Until such time a as we can host a physical Breakfast seminar, we will continue to provide you with on topic conversations.

Our aim throughout 2020 has been to support our Members and industry through out this surreal time and what better way to close our event calendar than to launch IHI Hospitality & Tourism Professionals Days 2020. The day surpassed all of our expectations with over 900 industry colleagues attending throughout the day. Our sincere thanks to our sponsors, Fáilte Ireland, Broadline Recruitment Group, Great Place to Work, Netaffintiy and Core Optimisation, Classic Drinks and Celtic Linen and our speakers. A very special thanks to the President of Ireland, Michael D. Higgins for his heartfelt address.

Thank you to Hospitality & Restaurant Skillnet for their support in providing funding for 20 courses delivered to IHI Members during the past six months. We look forward very much to kicking off 2021 with our first programme Supervisor Skills Programme delivered

by Karen Healy MIHI. So, as we say good-bye to what has got to have been one of the most challenging years for our industry, it is important to remember we are "more effective together".

Best regards, Tina Maree MIHI National Executive Officer 7

A very special thanks to all our Patrons & Business Partners for all your support throughout 2020.

We look forward to working with you in 2021.

Patrons Aramark Broadline Group Crystal Air Guinness Storehouse Irish Times Netaffinity Mitsubishi Electric Ireland Restaurant Association of Ireland Tierney's TU Dublin Unilever Food Solutions

Business Partners Action Recruitment Classic Drinks Excel Recruitment Expedia Stafford Lynch O'Leary Insurance Bookassist Bru Brewery Celtic Linen

Free Now Great National Hotels Great Place to Work Guestline iHotelligence Noel Group Stafford Lynch Sodexo Vamoos

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Gift your team the gift that keeps on giving with IHI Membership.

Contact the IHI to learn more about Membership & our Group Membership discount.

01 664 4790 or email: cynthia.oneill@ihi.ie

Winter Webinar speaker, Tom Mc Dermott talks about “Lean Thinking” and how it applies in Hospitality too...

“Who stole my trolley”? said the Concierge to the Receptionist when he was asked to take 4 pieces of luggage to a guest’s room. “I have no idea” said the receptionist who was not at all pleased by the accusing tone in her colleagues voice, “there were 3 trolleys there this morning, how could you have lost them all”?

And so, the conversation continued for the next few minutes….

This is a scene that is replicated in most departments in most hotels every day. Important equipment seems to grow legs and disappear into thin air resulting in arguments among staff and delays for customers causing disappointment. Very often a team-member is dispatched to go and look for the missing equipment; this could be anything; those lovely pasta bowls the Chef wants to use on the buffet, the inserts for the chaffing dishes, the file with the details of the wedding taking place tomorrow and of course that old favorite; missing teaspoons! A GM once told me once that when they were renovating their ballroom, they found hundreds of beautiful silver teaspoons hidden in the walls behind loose paneling and skirting boards which were presumably hoarded there by long departed generations of waiting staff! But I digress… have you ever asked to yourself; “I wonder how much time we waste just looking for stuff”?

I think we could all agree that looking for equipment is not a productive way for our team-members to be spending their time. After all their role is to serve our customers and diverting them from that activity could lead to service failures and disappointed guests. We are also paying our staff for this “non value-adding time” and this time is expensive, so we are wasting money. Do you think that our valuable team-members had this wasteful activity in mind when they decided on a career in hospitality? I do not think so, it is just as likely to cause frustration and annoyance for your staff too so it must be avoided. set.

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What is required is a switch in mindset to “LEAN thinking”. There are several definitions, but my favorite comes from Eric Ries the author of “The Lean Startup” who states, “LEAN thinking defines value as providing benefit to the customer; everything else is just waste”. Just think about it; if what we are doing is not adding value to the customer experience why are we doing it? If you and your team can learn to apply this reasoning to each process in your Hospitality business, it is simply amazing what fantastic opportunities for improvement can be realised.

There are many ways to identify opportunities for improvement in your product or service, including guest reviews, unexpected costs appearing in your P&L or by simply observing the process firsthand. I have found that the implementation of a few simple LEAN tools can help teams identify numerous opportunities for continuous improvement of the everyday processes in their department. LEAN thinking generates massive benefits for the business; it improves service to the guests while simultaneously empowering team-members and maximising financial returns.

The key to this approach is the participation of the entire team from the front-line workers to the most senior person in the business. This is simply described as a “Leader led & bottom up” approach.

The role of the leader is to create an environment that fosters trusting and respectful relationships that releases everyone’s creativity when resolving challenges. This is vital when developing a “LEAN thinking” mindset.

The greatest level of knowledge of what constitutes a successful process sits with the team-members who are doing the job every day. So why don’t we always trust them to come up with the solutions? When team-members are trained to use the LEAN tools and are given the autonomy to help solve the recurring problems in their department, the results can be amazing!

It is true to say that LEAN tools and principals originated in the manufacturing sector, but they are now used extensively across multiple sectors including construction, food production, hospitals, banking, call centers and many other industries. The Local Enterprise Office has produced an excellent publication entitled “Lean Implementation in Micro and Small Enterprises Book of Cases” which features excellent examples of LEAN projects conducted in Irish businesses. Unfortunately, the Hospitality sector is not very well represented in this publication and it seems that despite the generous grants the government provides for LEAN projects, not many Hospitality businesses avail of this opportunity.

This solution worked a treat, the problem was identified by the team, they used a LEAN tool to establish the root cause and devised a creative solution that was easy to implement and sustain.

No more missing luggage trolleys!

I have been invited by the IHI to host a webinar on the 14th January where I will introduce a few LEAN tools that can be used in your business straight away. One of these tools is designed to establish the root cause of a problem and it is called “the 5 why’s”.

This is the tool we used to help the team solve the problem of the missing luggage trolley I described at the outset.

It starts with a problem statement then we ask “why?” 5 times to establish the root cause before the team came up with a simple solution which was to place an empty suitcase on the trolley and they found it was much less likely to be “borrowed”!

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Russell Partnership Technology Launch Hotel Forecast Toolkit to Assist with Recovery Following COVID-19 Hotels are struggling to forecast accurately due to COVID-19. Russell Partnership Technology have created a forecasting toolkit to address this.

Due to COVID-19, the global hospitality industry is experiencing a challenge like never before. Many businesses closed completely for an extended period and the whole industry has been affected dramatically.

As we now begin the recovery, there is a huge amount of work to restore the industry to where it once was.

The industry is resilient and well placed to recover, but many will require assistance and support in order to do so.

J. Willard Marriott Jr. said that “Good timber does not grow with ease. The stronger the wind, the stronger the trees”.

This quote from one of industry leaders is very appropriate given the challenges ahead. The adversity we are facing as an industry will drive us to be stronger. It will be the hospitality businesses who adapt rapidly and deliver innovative new strategies who will survive and recover the quickest.

Times like these require clear strategies and expert planning in order to appropriately map the way forward. This is even harder when there is so much distraction and uncertainty to deal with at the same time.

With this in mind, Russell Partnership Technology (RPT) have created an innovative toolkit to assist hospitality businesses plan their recovery strategies.

This toolkit is built for operators by operators. RPT is part of the Russell Partnership Collection who are global industry leaders in the world of hospitality and food consultancy. The company has been creating, guiding and mobilizing transformational strategies for over 30 years.

RPT Operations Director, Peter Russell says that, “Now is the ideal time to bring together the industry knowledge and powerful technology that we possess to create this toolkit to aid recovery for the sector”.

RPT Associate Fran Brasseux adds, “Forecast accuracy is vital for profitability and growth. We didn’t assume to have all the answers, so we invited leading hotel operators, Bjorn Hanson, award-winning industry consultant, David Bowd, Founder and CEO of SALT Hotels and Loren Gray, Founder of Hospitality Digital Marketing to be our program advisors. Together we developed the Hotel Forecast Toolkit to assist the industry with recovery and made it adaptable to all hotel and business sizes”.

The heart of the toolkit is a forecasting tool, which will enable users to create multiple scenarios quickly and easily. These forecasts will be built in as little as 20 minutes and will produce full profit and loss statements, along with cash flow reports for the following two years. These reports are then available for planning and strategizing purposes.

The toolkit will also contains supporting information to guide users through the process of producing the forecasts required to build success in the post COVID19 world.

The toolkit is built to focus on hotel businesses but can be utilized by a whole range of hospitality businesses.

The program is a supportive environment, built to guide users through the entire process. The toolkit brings together all of the support and guidance required and packages this together into an easy to understand and utilize environment.

No matter where you are with your journey towards recovery, this toolkit will deliver what you require to plan and forecast in an enhanced manner.

For more information about The Hotel Forecast Toolkit, click here.

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THE CONNACHT HOSPITALITY GROUP DEFYING THE ODDS 2020 promised to be a record year for the tourism industry in Galway, however sadly COVID-19 presented a significant threat not only to public health but also to business. For many in business the necessary steps taken by governments to control the spread of COVID-19 has been a shock that could place their immediate future in serious jeopardy.

Connacht Hotel

Despite all these challenges one Galway company are determined to beat the odds. The Connacht Hospitality Group is run by the Fitzgerald family from Clarinbridge, with the support of fellow company Director John Carmody and their experienced leadership team. The group comprises of The Connacht Hotel, which celebrated its 50th anniversary in 2019. The Forster Court Hotel, a stylish hotel located in the heart of Galway City. The Residence, a boutique style hotel located on Quay Street and three licenced premises; the awardwinning An Púcán located on Forster Street, 1520 Bar located in Galway’s Latin Quarter and the chic HYDE Bar & Gin Parlour on Forster Street. The Connacht hospitality Group also operate a 24-hour gym and leisure centre Active 24 Fitness & Leisure and late 2019 saw the welcome addition of the Galway Bay Golf Resort to the portfolio.

Over the past few months the group leadership team have taken a range of actions to not only sustain their businesses throughout this pandemic but also to place the company in the best possible position for recovery.

Last week the Connacht Hospitality Group launched a new look group brand that incorporates the elegant design that their businesses have become renowned for, with HYDE among the most notable as it is regularly referred to the “most stylish bar in Galway”. January saw the full ground floor refurbishment of the group’s flagship property “The Connacht Hotel” with the design lead again by company Director Paul Fitzgearld. “The refurbishment of the Connacht Hotel gave the hotel the additional space to allow for safe social distancing throughout the summer months and gave us a fighting chance while still maintaining the homely welcoming feeling the hotel is known for.” says Group General Manager Wayne Neilon.

There are developments currently underway in the award winning An Púcan with equally as exciting plans for the popular 1520 Bar, to be completed in the coming weeks. These changes will see both An Púcan and 1520 adapt to the “new normal” and ensure patrons can return to both enjoyable and safe surroundings whilst adopting the sustainability policies that have become a core value of the group.

Most eagerly anticipated for the group are the plans in the coming years to fully redevelop the site at Galway Bay Golf resort, into a luxury 4-star property that will complement the already renowned Golf Course. This promises to be one of the leading hotels in the west of Ireland once completed.

Above all else our priority as a company is to rebuild our teams, the success of the brand to date has always been attributed to our people and as we build for the future this determination is at our core – say Group CEO Peter Fitzgerald.

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THE LOVERS OF BEE’S Nestled in the northeast of the appellation, a few acres of land away from its prestigious neighbours, Château Corbin Michotte, Grand Cru of SaintEmilion, fiercely defends itsposition among the best. Visit at the chateau, where the ambiance has calmed down after the frenzy of the harvest, but where the new vintage is taking shape. truth and freedom…

The very old estate dates back the 13th century and has even been the property of Edouard Plantagenêt, Prince of Aquitaine. In 1959, it entered the Boidron family, rich itself of a two-century history in the region of Saint-Emilion at Château Calon. It is 100% family managed. Consisting of 7 hectares in the gravelly area of Saint-Emilion, it is led according to a sustainable eco-friendly approach. That is its strength and the Boidron family made it its spearhead.

Its communication took on the image of a butterfly, a fragile insect that lives among the vines. To sustain their commitment in the defence of biodiversity, the Boidron vineyards participated in the collective project Vignes Mellifères for the protection of the bees, essential player in the pollination and in threat of extinction.

The second wine has rightly been named Pollen. The translation of this fight in actions is the implementation of hives and the planting between the rows of a flora especially studied to attract and nurture the bees, offering in the same time a palette of colours turning the vineyard into a full-scale painting. A giant bouquet that the Boidron vineyards use as their credo, “For the love of the bouquet”.

In the same time the bouquet of the wines is also promoted. Jean-Noël Boidron pays particular care to respect as much as possible the aromas of the grapes and the wine. At Corbin Michotte, the grapes are harvested at perfect maturity, and manually in order to respect the bunches. The latter are sorted several times before being carried to the crusher placed directly on top of the vats.

The integrity of the fruit is respected, providing a wide range of aromas to the wines of Corbin Michotte, especially the fruity notes. Only a part of the juices (60% on average) are poured in new oak barrels for a long period of 18 to 24 months. The rest remains in vats.

No addition of external yeasts during vinification. The ecological distribution of the various species is respected, providing the natural richness of the terroir to the wine. The wines are the expressions of the truth and freedom… sales@classicdrinks.ie

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Top tips for hoteliers to plan for a profitable recovery Clio O’Gara – Country Manager, Guestline As some restrictions begin to lift, there are a number of ways you can ensure you are in the best position possible to maximise your revenues ready for when you can start to welcome guests back.

1. Data analysis: crunch the numbers Make sure you are getting the most out of your data so that any reports and insights you do have can enable you to review past performances and ensure you are best qualified to improve future business and develop a strategic plan for the months ahead.

Prior to Covid-19, many hoteliers were already making significant steps in further understanding who their guests are so that they are then even better placed to deliver a more guest-centric approach in terms of marketing, packages and experience. Since the first lockdown this approach has become even more invaluable in supporting and safeguarding bookings and revenue.

Likewise, website data – in particular the effective use of Google Analytics and its most recent version, Analytics 4 (GA4) - can give valuable insight into the profile and preferences of your website visitors.

Which pages did they use to search originally and how did they arrive at your own website? Is it local tourism boards, wedding or MICE listings websites which act as referrals for you?

Knowing the background to your guest’s website journey before they arrive at your homepage can again be invaluable when planning your marketing budget.

2. Time for a technology strategy review Whilst occupancy might not be at preferred levels use the time available to reappraise your current software. Even though times have undoubtedly changed, guest expectations of high-quality customer service and a positive experience have remained constant, if not increased when it comes to the digital tools and services on offer. With this in mind consider making even small investments and upgrades that will pay dividends in the long run. Now is the time to streamline and automate your operations that will enable you to build efficiencies and cost-savings during current challenging times. Look at companies that take a true, partner-based approach to really understand your challenges and operations and are then fully qualified to deliver a solution that will drive your business forward.

Ensuring you are making the most of the cloud is a key part of this review process to deliver true agility and flexibility for your operations. Likewise, contactless solutions should also be part of this process.

Certainly for the short to medium term they will be required as standard but it is important that they effectively integrate with current software and platforms.

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3. Get upwardly mobile Your website is your shop window and an invaluable resource in supporting current and future business on the books. In a similar vein to the review of technology you use, now is the time to undertake a serious review of your website.

It is imperative that details of how you are Covid-19 compliant are clearly stated on your homepage and supported with a dedicated page within your website. Be sure to include key messages around availability of contact-less payment and check-in and deep clean policies for example.

Your website should be optimised effectively for mobile and the user experience as positive as possible. As with your desktop website it should be easy to navigate, pages should load quickly and all content including any animations should be displayed clearly. It is also important to be aware that from March next year Google has confirmed that it will be switching to a new mobile index. Historically websites have been built with desktop as the priority, followed by a mobile version. This is set to change so that websites will now be developed as mobile-first and then desktop-optimised. So to keep indexing, keep mobile.

4. It’s good to talk Investment in guest relations and communications to ensure you are enhancing the guest experience and building brand loyalty at every stage of the guest journey goes hand-in-hand with a bright, inspiring and responsive website and will always be money well spent.

Before, during and post-departure, relevant and timely communications to guests inviting them to return can build loyalty, confidence and trust, and also help drive direct bookings. Regular, guest-approved communications detailing special packages or particularly in the current climate updates on how you are managing and responding to Covid-19 and the latest restrictions will demonstrate transparency and also build trust. Utilise your current database to maximum effect, but also seek to build on it with prospects. For example, encourage them to subscribe to your newsletter in return for a 10% discount on their next booking. Not only can you build your current customer base but you also have the chance to increase the opportunity of a direct booking. A win-win.

5. Market and diversify Review your current marketing strategy and ask yourself if you really are making the most of every sales opportunity. The answer is there is most likely scope to do more to turn that ambition into a reality. For the time being keep your local market firmly in your sights. Partner with local businesses to offer packages and co-promote each other’s businesses to get in front of new audiences and also help you make the most of capitalising on the staycation market. Extend your technology to offer online F&B ordering and boost revenues through deliveries, takeaways and collections to new customers located off-premises. Likewise, homeworkers who might want a change of scene to work for a portion of the day and hungry locals looking for a different takeaway option are all potential short-term and hopefully long-term guests. Working from home has the potential to shift to working from hotel. For many hoteliers the ambition now, and in the long term, is to be able to offer rooms and other spaces within their properties on a subscription-based contract model.

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Shannon College Alumni Encourage an increased Focus on Wellbeing in Hospitality Industry Anyone who has spent time at Shannon College of Hotel Management will have heard the term ‘Shannon Family’, used on a daily basis around campus. This year has proven, beyond doubt, the true spirt of that family. The Shannon Family, made up of alumni, staff, students and friends of the College, have come together throughout this global pandemic to offer support, advice and share best practice during a time of enormous change.

Since Covid-19 began to disrupt our industry, alumni from all over the world have taken part in many initiatives including a ‘Feed the Heroes Campaign’, raising funds for frontline workers. They have joined weekly alumni calls to share knowledge, experience and to encourage their fellow alumni and most recently they have come together to offer support of a different kind.

Ms Dani Sheil (Alumni), Ms Tracy Hegarty (Lecturer & Head of Alumni Affairs) and Ms Orla Cullinane (Lecturer & Student Welfare Officer) came together to organising a Wellbeing Series for the Alumni, Staff and Students of Shannon College of Hotel Management.

Dani Sheil, who has been a Wellbeing Personal Development Coach, a Mindfulness and yoga teacher since 2002, prior to the launch of the series said, “Although I’m out of the industry since 2002, my husband and many great friends are still very much involved.

We’ve all been through recessions and some of us even worked in NYC during 911, but the effects of restrictions from Covid-19 are, using that exhausted phrase, devastating. We are a resilient breed and I thought it’d be a good idea to remind people and present some tools to work with, to help not only get through this but come out stronger. Tracy & Orla were already hashing plans and so it all tied in nicely. I’m really excited to be starting the series with “Coaching resilience through Mindfulness” and grateful to have been educated at a college that not only nurtures its students but also its alumni.”

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The series offered ‘something for everyone and lots of takeaways that you can put into practice to support your own wellbeing during these very difficult times.’ remarked Orla Cullinane and she encouraged all students and staff to take part in the series. She added “The month of November with its dark days and cold weather can often lead to a decline in mental wellbeing. This year sees additional stress with the uncertainty that so many of us now face due to the pandemic and restrictions imposed that affect us both professionally and personally. We normally have social events to look forward to but we can be there for each other in a more meaningful way at this time and focus on our mental health and wellness.”

With this in mind, Dani, Tracy and Orla developed the November Wellbeing Series which took place on each of the 5 Mondays in November. Five Shannon College Alumni members, kindly shared their expertise and each led a 30 minute session focusing on a different topic: Coaching Resilience through Mindfulness led by Dani Sheil (1993) The Importance of Healthy Seasonal Food led by Ciara Brennan (1994) Executive Coaching led by Grainne Carroll (1992) Conflict Resolution led by Fiona Sneddon (1993) Resilience is more important now than ever led by John Burke (1999) Many alumni members who joined the sessions are managing people and are acutely aware of the impact the past nine months has had on their team’s wellbeing. Fiona Sneddon focused her session on taking simple steps to help avoid employee stress, giving this wellbeing series the scope to reach past the Shannon College alumni network and also help support the wider hospitality community. “Employee stress, and many related health complaints can be prevented by managers acting quickly to pre-empt and resolve employee’s issues. The content of this session is topical and relevant and will remind us of how taking simple steps to avoid conflict or resolve it immediately can prevent many disputes from escalating.”- Fiona Sneddon.

The feedback received from those who completed the series was extremely positive and further demonstrated the need for more focus on wellbeing and resilience in our industry and in society as a whole.

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TU Dublin Announces 30 fully-funded Postgraduate Places for Hospitality, Tourism & Events Programmes Be ready for the return of the Hospitality, Tourism and Events Sector…

30 fully-funded places now available for DEASP/PUP recipients* 10% of total fee (€740) for employed applicants (normally €7,400) Commences January 25th 2021 Application closing date 15th January Induction Day - Wednesday 20th January 10am-12pm online (link provided to successful applicants) Spring Semester, January to May, will be delivered online. Autumn Semester, September to December will be delivered on-campus at the new Central Quad building located on the Grangegorman campus (subject to public health guidelines at that time). *Certain eligibility criteria apply. Further details can be found here.

TU331 - MSc Hospitality Management (Full-time January Start) This globally recognised hospitality programme is one of TU Dublin’s most sought-after programmes. It is the first programme of its kind in the Republic of Ireland and provides participants with a top-level educational package that is delivered by leading academics and experts from the national and international hospitality sector. The programme covers all aspects of the hospitality industry with a business-based curriculum that is designed to equip participants with the management skills and analytic capabilities necessary to obtain careers in a wide range of organisational settings.

Core Modules

Hospitality Management Modules

Managerial Finance & Entrepreneurialism The Effective Manager Emerging Industry Issues Strategic Marketing & Digital Media

International Hospitality Operations Management Strategic Revenue Management Solutions Dissertation (including Research Methods)

Please visit our website here for further details, contacts, entry requirements and application link.

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EDUCATION

TU327 - MSc Event Management (Full-time January Start) This programme is aimed both at professionals currently employed within the event sector and those from complementary backgrounds who wish to enter the event field. In this context it may be of particular interest to people coming from marketing, languages, arts, social sciences, hospitality, tourism or business backgrounds. It is anticipated that graduates of this programme will find employment in a wide range of positions within and outside the industry.

Event Management Modules

Core Modules Managerial Finance & Entrepreneurialism

Event Planning & Operations Management

The Effective Manager

International Event Management

Emerging Industry Issues

Dissertation (including Research Methods)

Strategic Marketing & Digital Media Please visit our website here for further details, contacts, entry requirements and application link.

TU329 - MSc Tourism Management (Full-time January Start) The aim of this programme is to provide students with the knowledge, skills and competences required for management in the tourism sector. It is a multi-purpose award type in that the expertise and skills acquired by graduates will contribute to their personal development, their employability, and their potential to contribute to society and community.

Core Modules

Event Management Modules

Managerial Finance & Entrepreneurialism

International Tourism Trends, Markets & Products

The Effective Manager

Tourism Destination Planning & Management

Emerging Industry Issues

Dissertation (including Research Methods)

Strategic Marketing & Digital Media Please visit our website here for further details, contacts, entry requirements and application link.

www.TUDublin.ie

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See Eventbrite link here for full details of the programme.

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Postgraduate Diploma in Tourism Management and Destination Leadership Programme Details Many academics, policy makers and practitioners have called for leadership in tourism and destination management to rethink how tourism can best serve our communities post the pandemic and in an era of challenges and uncertainty, ranging from Brexit to labour issues to environmental change. The industry needs to reduce exposure to crises, needs to develop resilience and encourage adaptability. This will be critical as we emerge from the COVID19 crisis. The programme aligns education, research, and engagement agendas with key global development issues in tourism.

Tourism: Environment, Society and Development Tourism Management and Marketing The Digital Visitor Economy Research Methods Internship (can be within frameworks of your existing employment) Optional progression to dissertation for those who wish to obtain an M.A. Fee and eligibility The PG Dip programme fee is â‚Ź495 for eligible participants in employment (heavily subsidised from â‚Ź4,950 through the recent government July Stimulus package).

Those in receipt of DEASP payments, including PUP are eligible to undertake this course free of charge Eligible Applicants must be ordinarily resident in Ireland and must meet the nationality and EU residency rules as aligned to Springboard as detailed here https://springboardcourses.ie/faq

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Delivery The course is delivered fully online and runs with the following model in Term 1 (Jan-April), Term 2 (Sep - Dec).

Module 1: Tourism Environment, Society and Development • Every Friday 9-11AM from 15th January for 12 weeks Module 2: Destination Management and Marketing • Every Friday 2-4PM from 12th January for 12 weeks Module 3 Tourism Careers Lab and Internship • Thursday 25th March 9-2PM • Thursday 15th April 9–2PM Timetable for Modules 4 & 5, running from September – December 2021, will be similar to the model above.

We will run an induction on Saturday 9th January 9-2PM. Application details • Applications are conducted through the AIT website at https://ssb.ancheim.ie/ait/app/bwskalog.P_DispLoginNon (click first time user account creation) • This is a conversion programme aimed at a wide range of disciplines which cover tourism modules at undergraduate level. Graduates are likely to come from a range of programmes, including but not limited to tourism, marketing, business, geography. Tourism as a broad discipline welcomes candidates with expertise in various fields. Candidates will have a minimum of a Level 8 Honours degree.

Further information • An online webinar covering key details of the programme will be held tomorrow on Thursday 5th November at 2-3PM, Join Zoom Meeting https://ait-ie.zoom.us/j/84097548481, Meeting ID: 840 9754 8481 • You can also read about the course at https://www.ait.ie/courses/m.a-pg-diploma-in-tourismmanagement-and-destination-leadership

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IHI PATRONS