Hotel and Catering Review - Issue 4 2022

ISSUE 4 2022

KNIVES OUT FERGAL COLLERAN on why a good knife is a work of art

for a TACKLING STAFF SHORTAGES IN HOSPITALITY

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FIVE-STAR bound Meet The Westin’s new GM Joanne Dillon BOOSTING PROFITS AT JOHNSTOWN ESTATE’S NEWLY REFURBISHED SPA

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Go to hotelandcatering review.ie for the online edition

Contents ISSUE 4 2022

IN THIS ISSUE

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It was clear from my research that long working hours are becoming taxing on some employees, so it’s vital that employers are aware of this and provide better hours for them. One person said to me – ‘I didn’t mind the unsociable hours but now as I’m getting older, I would prefer a nine to five’ Niamh O’Leary, Kemmy Business School, UL REGULARS

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NEWS

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DRINKS CART

The latest releases, news and all things drinks-related

INTERVIEW

The Westin’s new GM is back in a five star environment and it suits her

RECOVERY POST-COVID

New funding option for hospitality businesses hits the market

THE SPA, JOHNSTOWN ESTATE The newly refurbished spa at the Meath property is providing a welcome boost to profits

SAVE ON YOUR ENERGY BILLS

Learning tools, vouchers and Government-funded tariffs from SEAI can help hotels save on costs

ME AND MY…

A good knife is a work of art, writes Knock House Hotel’s Head Chef Fergal Colleran

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Editor: Denise Maguire Creative Director: Jane Matthews Art Director: Lenny Rooney Designer: Neasa Daly Stock Photography iStock Infographics: www.flaticon.com Production: Claire Kiernan Sales Director: Trish Murphy Managing Director: Gerry Tynan Chairman: Diarmaid Lennon

Published by: Ashville Media, Unit 55 Park West Road, Park West Industrial Estate, Dublin 12, D12 X9F9.

Tel: (01) 432 2200 ISSN: 0332-4400 All rights reserved. Every care has been taken to ensure that the information contained in this magazine is accurate. The publishers cannot, however, accept responsibility for errors or omissions. Reproduction by any means in whole or in part without the permission of the publisher is prohibited. © Ashville Media Group 2022. All discounts, promotions and competitions contained in this magazine are run independently of Hotel & Catering Review. The promoter/advertiser is responsible for honouring the prize.

Editor’s View Welcome to issue 4 of Hotel & Catering Review 2022 At the time of going to press, it was announced that more than 40,000 non-EU workers will be granted work permits this year in an effort to ease pressures in the labour market. A considerable increase on the 16,275 permits provided in 2021, recruitment from outside the EU should go some way towards easing staffing pressures on the hospitality industry. According to Niamh O’Leary in Kemmy Business School at UL, the reasons why people have left the industry are varied. Niamh conducted a study with people that no longer worked within hospitality, to find out what made them enter the industry in the first place and what ultimately prompted them to leave. At-work conflict, unsatisfactory working conditions and a lack of career progression were cited as some of the main reasons for leaving, while all respondents said a general dissatisfaction with their roles led to their exiting the industry. Survey participants were also asked what managers could do to retain staff. To read their recommendations, turn to page 19.

Elsewhere in this issue, we chat with The Westin’s new GM Joanne Dillon about the differences between managing a four star and five star hotel and the impact of rising utility costs. On page 16, Spa Manager at Johnstown Estate Dara Mulhooly describes how the spa’s recent refurbishment is providing a welcome boost to profits. In this issue, we also take a look at the new Hotel Investment Fund that’s been created by Pembroke Hospitality and The Ireland Strategic Investment Fund (ISIF). The fund is open to hotels graded 3-star and above, with a minimum of 25 bedrooms and will, says Pembroke Hospitality Director Mark Lynch, help ease current pressures on hotels struggling to operate.

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

As always, there’s plenty to enjoy in this issue. If you have any thoughts or opinions on this month’s content, please do drop us a line.

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

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News

Your monthly round-up…

Russell Alford and Patrick Hanlon

BLASTA’S HOT FAT HITS SHELVES Where has the joy in food gone?

Looking at all the wellness and weight loss books that have topped the bestseller lists over the past few years, you’d be forgiven for thinking that meals have become all about denial. In 'Hot Fat', Blasta Book’s second cookbook, fried food aficionados Russell Alford and Patrick Hanlon want to bring readers into a world of delicious possibilities. They’ve taken everyday familiar favourites, chipper classics and the flavours we can’t get

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enough of to create the ultimate version of every recipe, from onion rings to oysters, donuts to corn dogs, prawn toast to the perfect potato crisps. “Hot Fat is ultimately about pure, unadulterated, edible joy. We were very conscious to avoid attaching any negative connotations or emotional charge to any of the recipes or ingredients, so you won’t find phrases like 'guilty', 'dirty', 'cheat' or even 'fakeaway' in the pages of our book,” said the authors.

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News

NEW ADDITION TO ORIGINAL IRISH HOTELS GROUP

The Lodge at Ashford Castle has joined the Original Irish Hotels Group of almost 60 traditional and boutique hotels, castles and country houses and manors across Ireland. Niall Rochford, General Manager of The Lodge at Ashford Castle, said: “There is a certain strength that comes from being part of a group of

like-minded hoteliers that are focused on bringing unique and unforgettable experiences to guests, in beautiful locations and settings all over Ireland. When searching for a break that will exceed expectations, guests can have confidence in choosing an Original Irish Hotels Group member.”

THE DEAN GALWAY OPENS Located just a stone’s throw from Eyre Square, the 100-bed Dean Galway has opened for business. Incorporating several historical elements, the building includes a portion of the Galway to Clifden railway tunnel built in the 1890s and a twostorey stone building originally built in the 1830s. The front of the hotel is a folded facade built in Irish limestone, inspired by the craft and appearance of traditional stone walls built throughout the West of Ireland.

Elephant & Castle is due to open on the ground floor, while ‘Peg’s Bar’ is due to open in phase two, in what was once home to Hogan’s Bar. The Blue Room will also open on the lower ground floor this summer, a dedicated event space overlooking the inner courtyard, home to POWER Gym’s outdoor heated pool.

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News

APPOINTMENT

NEW LOOK RESTAURANT AT THE KILLARNEY PARK The Peregrine restaurant at The Killarney Park has undergone a €600,000 transformation. “The concept was simply to create a greater sense of place, an immersive experience that resonates with our natural surroundings and embraces the beauty of the Killarney National Park, crystallising the renewed optimism and energy of the Irish hospitality industry. Throughout the development, thought has been given to the hotel’s ethos on sustainability and the aim to remain true to the company’s sustainable commitments and support the local trade and artisan crafts industries, where possible. Upon entering you’ll discover many elements that both surprise and delight, from natural airy surroundings evoking a sense of the great outdoors to homely horseshoe booths, whilst our stylish oval bar provides the warmest of welcomes,” said General Manager, Marcus Tracey.

Trigon Hotels has appointed Eoghan Murphy as General Manager of the Cork International Hotel. The Cork native graduated from Shannon College of Hotel Management and spent several years working in management roles in London in Le Meridien Waldorf, Kingsway Hall Hotel and Apex City of London Hotel. Eoghan returned to Ireland in 2008 working at the Croke Park Hotel and in Armagh and Belfast. He was appointed Deputy GM of Cork International Hotel in October 2019 and takes over the GM role from Carmel Lonergan, who was recently appointed Director of Group Operations with Trigon Hotels.

NEW FOOD AND DRINK LEADERSHIP PROGRAMME AT TU DUBLIN TU Dublin’s School of Culinary Arts and Food Technology has announced the launch of its new part-time blended Postgraduate Diploma in Global Food and Drink Leadership. Developed in collaboration with industry, the new programme covers a range of areas that will help drive the sector’s continued recovery. TU Dublin says that while providing a strong leadership focus across all modules, the course will develop students’ global perspective by considering the broader food and drink environment through modules such as

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Food Discourse in the Media and Global Food Policy and Culture. Other modules such as Gastronomic Engagement provide opportunities for students to network with different parts of the food and drink sector beyond the confines of the lecture hall. One of the many aspects of the course is a series of curated learning experiences – a mix of sensory, networking, expert speaker and off-campus gastronomic experiences as part of the module delivery.

Starting in September 2022, the course runs over three 12-week semesters, with a

work/life-balance-friendly blend of online and on-campus delivery. The programme is aimed at food and beverage sector professionals seeking to upskill in modern leadership for sustainability, food and beverage innovation management, along with current issues in the global food and beverage sector.

Applications are now open. For further details on the programme, please contact programme chair Dr Brian Murphy at: brian.j.murphy@tudublin.ie or visit https:// www.tudublin.ie/study/postgraduate/ courses/global-food-drink-leadership/

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News

THE SEA ROOMS TO OPEN AT KELLY’S RESORT Kelly’s Resort Hotel & Spa is set to open a new 60-seater garden restaurant later this summer. The Sea Rooms will be a stand-alone twostorey building, with a glass structure and sea views on the garden level and a sunken lower section opening onto an outdoor terrace, along with a custom-made barbecue kitchen.

The hotel says menus will reflect the restaurant's location, while vegetables, salads and herbs grown in “Kelly’s Kitchen Gardens” will be at the forefront of the new concept. Twenty people will be employed for bar, restaurant and kitchen positions.

CASK AMONG TOP INTERNATIONAL COCKTAIL BARS IN EUROPE Cask in Cork has been announced as a 2022 Spirited Awards Regional Top 10 honoree for Best International Cocktail Bar for the Europe region. Since opening in 2017 on MacCurtain Street in Cork city Cask has won multiple awards, with its bartenders representing Ireland internationally with seasonal-led and terroir-focused cocktails. There’s more good news in store for the Cask team, with another venue planned for opening in late summer 2022. Cask’s Managing Partner Andy Ferreira said: “We don't want to give too much away, but let's just say it's a very different concept to what we do in Cask, where locality and embracing the best Ireland has to offer is at the heart of what we do. For our new cocktail bar and restaurant, we're going slightly further afield for our inspiration.

We’re looking forward to sharing more news about our latest project soon."

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News

OLIVIA DUFF HONOURED FOR CONTRIBUTION TO INDUSTRY Kells native Olivia Duff was announced as the recipient of the Restaurants Association of Ireland’s annual Mike Butt Award in honour of her contribution to the Irish food and tourism industry.

Outgoing RAI President Mark McGowan presented the award at a recent ceremony in Mount Juliet Estate in Kilkenny. He praised Olivia for her “passion for developing the local area from producers, suppliers and food service level which is unparalleled… and unbelievable way of inspiring business leaders and bringing people together in making the Boyne Valley a regional powerhouse of Irish food.”

In addition to being a respected hotelier, Olivia is also been a huge supporter of local food and drink producers. She has served as a Fáilte Ireland Food Champion, been involved with the award-winning Boyne Valley Food Flavours campaign since its initiation and was shortlisted for the Blas na hÉireann Producers’ Champion of the Year 2022.

Olivia also runs Maperath Farm near Kells, alongside her husband Eoin Sharkey. The couple rear turkeys and geese on their free range and sustainable farm.

ADARE MANOR’S COLM HANNON RETIRES Colm Hannon, CEO at Adare Manor, is retiring after 26 years working with the McManus family. Colm oversaw the extensive 21-month restoration, refurbishment and expansion project of Adare Manor ahead of its reopening in November 2017 and the hotel’s successful bid to host the Ryder Cup in 2027. “It has been a privilege to oversee such a special project at Adare Manor and I am incredibly grateful for all that we have achieved together. I wish the team in Adare Manor all the best in hosting exciting upcoming events such as the JP McManus ProAm and the 2027 Ryder Cup, as the hotel continues to build its legacy as one of Ireland’s leading five-star resorts,” said Colm.

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News

Drinks

Cart

The latest releases, news and all things drinks-related

RYE RIVER BUCKS TRENDS Rye River Brewing Company saw an 11% growth in 2021, becoming Ireland’s number one retail craft brewery. As it approaches its tenth year in business, the brewery is renewing its focus on the company’s origins; the McGargles range will now be found under the brewery-led Rye River Brewing Company brand. Tom Cronin, Founder and Managing Director, said: “We believe that now is the time to have our brand truly reflect who we are and so we are proud to put Rye River Brewing Company front and centre on our beers, allowing us to connect with more customers in more markets.” www.ryeriverbrewingco.com

PERFECT PAIRING Ashford Castle and The Shed Distillery have partnered up to launch Ashford Castle Drumshanbo Gunpowder Irish Gin. According to the Shed Distillery, the partnership carefully balances gunpowder tea and fresh citrus fruits from the Orient with honey from beehives on the Ashford Castle Estate and wood sorrel from the Castle gardens.

The new gin was created in close partnership with the team at Ashford Castle led by Noli Alngohuro, Bar and Lounge Manager and General Manager, Niall Rochford. Every drop is slow-distilled by hand, sealed, hand-bottled and labelled at The Shed Distillery in Drumshanbo, Co. Leitrim. https://shop.ashfordcastle.com/

‘WORLD’S BEST’ FOR MICIL Micil Distillery has announced that its new Connemara Irish Cream has been named ‘Best Irish Cream in the World’ at the World Liqueur Awards 2022, just six months after its release. Described as a West of Ireland take on an Irish classic, the new Irish Cream replicates an original family recipe.

Micil Heritage Poitín also won ‘Best Grain Spirit in the World’ in the unaged spirit category. This follows on from Micil Irish Gin winning top honours in the ‘Best Contemporary Irish Gin’ category at the World Gin Awards 2022. www.micildistillery.com

CLONAKILTY COMES OF AGE Clonakilty Distillery celebrated a milestone recently when its own spirit legally became Irish whiskey, following a three-year wait since they filled their casks.

Maturing over the last three years in the Distillery’s Atlantic Ocean warehouse, the spirit was also distilled at the distillery in Clonakilty using its own copper pot stills. Head Distiller Paul Corbett said: “The warehouse is perched 200ft above the ocean and is exposed to persistent howling Atlantic winds. The ever-changing climate the casks are exposed to will increase our angel’s share and concentrate the flavours in our spirit, creating a whiskey with an unmatched depth of character.” www.clonakiltydistillery.ie

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Interview

The Westin’s new GM is back in a five star environment and it suits her

How’s the new role going so far?

It’s great. The Westin is an amazing property and the team are fantastic.

It’s also great to still be within the MHL Group. I’m just across the road from Trinity City Hotel where I held the role of GM before coming here, so it’s nice to be in the same vicinity.

How are bookings at The Westin?

We’re seeing a steady return of international guests, especially US customers. Historically, American guests have loved coming to Dublin and to the Westin in particular, so we’re slowly getting back there. We’ve missed seeing them around Dublin, as I’m sure lots of hotels have. I suppose it’s hard to know exactly where we stand until the end of the summer season, but I’m optimistic that we’ll get back to our 2018/2019 figures.

How is the domestic market performing?

Obviously over the last few years, domestic business was our only business. We received great support from domestic visitors and that business is still going strong. I think people discovered their own local hotels during Covid and fell in love with them again. We’ll see at the end of the summer whether or not people decide to go abroad after two years of being in the same country.

How did you get into the industry?

Like most, I started my life in hospitality with a part-time job as a teenager.

It became a passion. I saw how important the industry was to where I was from in Roscommon, to the people that it employed and the services it provided. I worked at The Fairmount Southampton Bermuda for a time before returning to Ireland in 2012 and starting my career with the MHL Collection. Two years later, I took on my first GM role.

It sounds like there’s plenty of room for growth and development within the Collection

Absolutely. In just three years, I was given the opportunity of taking on two GM roles. When I was in Trinity City Hotel, I managed the full bedroom refurbishment as well as the expansion of the hotel. In terms of learning and growing, that was a great experience. Over the years I’ve watched the group grow, adding properties like The Westin, The Intercontinental, Powerscourt, the Morgan, the Spencer, to name just

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a few and it’s been great to be part of that journey.

The Moxy coming on board was also fantastic; very few companies were able or willing to purchase or invest in properties over the last two years. I jumped at the chance of taking on the GM role at The Westin. I’ve always loved and admired the hotel since it was bought

by MHL in 2014. I was also keen to get back into a five star environment again.

What’s the difference between managing a four star and a five star hotel?

When you’re GM of any hotel, regardless of its rating, you definitely need a strong team around you and you must possess certain qualities to allow you to do the job to a high level. I think there’s a difference of expectation from guests when you’re talking about a four or a five star.

Those expectations need to be exceeded in a five star hotel and attention to detail is crucial. Every experience has to be unique. Training is also really important, but that’s the same in every hotel.

Is it difficult to get staff ?

There are significant recruitment challenges within the industry at the moment. For us, it means we have to invest heavily in training to ensure we maintain our five star standards. That’s something that MHL is committed to. It’s been tough to recruit and retain staff, but I think we’re turning a corner.

How are you managing with increased supplier and utility costs?

Increases in utility costs is certainly having a big impact.

It’s a huge cost to absorb. A few years ago, we began to

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Interview

“Like most, I started my life in hospitality with a part-time job as a teenager. It became a passion. I saw how important the industry was to where I was from in Roscommon, to the people that it employed and the services it provided”

try and manage our energy usage more effectively from a sustainability perspective. As time goes on, those initiatives that we’ve implemented will kick in properly and we’ll see some cost-savings. We’re also moving away from single use plastic bottles in our bathrooms and investing in bulk products, which is a good way of controlling costs while also helping the environment. When the two of those come together, it’s a great thing.

What are your ambitions in your new role?

To continue to drive the hospitality industry in Dublin and to ensure that The Western retains its position as one of Ireland’s top hotels. Now more than ever, it’s so important to encourage people to join the hospitality industry and to show them it’s a fantastic place to work.

You’re the first female GM at The Westin. In your experience, are you seeing more women taking up GM roles?

Yes, I think so. I’m not the only female General Manager within MHL. Ali McHugh, who was the GM at our Harbour property, has taken over from me in Trinity City Hotel and I previously took over the GM role there from a woman. Actually up until Ali, who’s from Sligo, there has only ever been three General Managers at Trinity City and they’ve all been women from Roscommon! I think I’m currently the only five star female GM in Dublin.

My thinking is that the best person for the job should get the role.

Last year the hotel reopened with a €500,000 lobby refurbishment. Are there any projects in the pipeline for 2022?

In 2019, we built on 19 additional bedrooms and then obviously last year, the lobby was refurbished. With the hotel closed, it was an ideal time

to get that work done and it’s really transformed that part of the hotel. For now, we’re capitalising on the work that’s been completed over the past couple of years. Let me settle in first!

What’s your favourite dish on the menu at The Westin?

One of my favourite things at the moment is the afternoon tea. I got to try it about two weeks ago and it’s not just the amazing food that our Head Chef Stephen creates, it’s the setting itself. Sitting in the Atrium having afternoon tea is an event. It’s different to anywhere else where I’ve had the privilege of enjoying afternoon tea.

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Finance

Recovery New funding option for hospitality businesses hits the market

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POST-COVID

embroke Hospitality and The Ireland Strategic Investment Fund (ISIF) have launched a new €50 million Hotel Investment Fund (HIF) to invest in hotels whose trading has been negatively impacted by Covid. Pembroke, a hospitality sector advisory company and asset manager and ISIF, a State development fund managed by the National Treasury Management Agency, have stated the Fund will provide owners with interim funding to help with their post-Covid business recovery. It will target investments in hotels in the Republic of Ireland which are graded 3-star and above, with a minimum of 25 bedrooms.

Pembroke says the HIF will provide investment in the form of three-year preference equity (subordinated to senior/bank debt) with a coupon that is rolled-up until redemption at the end of the term. Pembroke Hospitality will manage and execute the fund in partnership with BVP Investments.

The Fund will invest in hotels which have a viable growth plan but are unable to raise finance from banks or alternative lenders. The HIF will provide facilities to hotels between €500,000 to €5 million, while the capital deployed from the fund will help hoteliers to return to a positive trajectory.

“So far, news of the Fund has been very well received. We’ve had several inquiries since launching, which is encouraging. All sized hotels with a rating of 3 stars or more have expressed interest and I expect to see inquiries from hotels across the board,” said Mark Lynch, Director at Pembroke Hospitality. Clients of the advisory company are reporting of a challenging environment, says Mark. “Staffing is obviously a huge issue. There are hotels out there with rooms they’re unable to sell, simply because they can’t service those rooms due to a lack of staff. Price inflation is another immediate challenge and one that’s really impacted on margins and profitability.”

The Hotel Investment Fund is a viable financing solution for hotels that need financial restructuring, says Mark, and will help ease current pressures on hotels struggling to operate. “We’re offering borrowers a differentiated capital solution, a speedy response, certainty of execution and continuity of relationship management throughout the term of the funding.”

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Mark Lynch, Director, Pembroke Hospitality

Nick Ashmore, ISIF Director, said: “ISIF’s Pandemic Stabilisation and Recovery Fund is playing a strong role in supporting viable Irish businesses in sectors that have been hit hard by the pandemic and in helping them to recover and grow. This “The Hotel Investment investment is a further demonstration Fund is a viable solution of our support for Ireland’s tourism, hospitality and leisure sectors for hotels that need which play such an important role financial restructuring” in attracting visitors to destinations throughout Ireland and supporting jobs and businesses. It is an excellent example of ISIF’s unique ‘double bottom line’ mandate of investing for a commercial return in projects and businesses that support economic activity and employment in Ireland.”

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TOURISM CAPABILITY SUPPORTS

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PLAN FOR SUCCESS IN

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Spa

The newly refurbished spa at the Meath property is providing a welcome boost to profits

Spa

The

Johnstown Estate

A

well-managed hotel spa offering an extensive range of treatments and services will help increase both your customer offering and your revenue. That’s what Spa Manager Dara Mulhooly has found since opening the newly refurbished spa at Johnstown Estate. During lockdown, €3.5 million was spent on the new amenity, which features Elemis products and equipment from spa specialist Gharieni. Stand-out features include a rooftop thermal suite, a Rasul mud chamber, a Quartz sand bath and a spa café.

With the refurb, the aim was to position The Spa as one of the top destination spa hotels in Ireland and that’s what we’ve achieved, says Dara. “Weekends are pretty much fully booked all the “Providing staff with benefits time and mid-week business and opportunities to advance is strong and improving with their careers has worked for us each month. After the past when it comes to retaining our couple of years we’ve had, staff. Some of our therapists have people just want to get out and experience the luxury of a been with us for over 12 years” spa again. The whole concept of wellness has become such a huge industry. We’re finding that people are becoming increasingly aware of the benefits of self-care.”

The Spa at Johnstown Estate is considered a fundamental business

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segment of the property, says Dara. “When we reopened, the majority of people booking a trip here were coming to use the spa specifically. We work very closely with the sales department and between us, have developed a variety of packages for guests. The aim is to give the guest as much choice as possible.”

It takes 43 full-time and part-time members of staff to keep the spa operating like clockwork. “We’re really fortunate in that we have 24 talented therapists, which is amazing considering how difficult it is to get staff at the moment. We put a lot of effort into staff retention and team training. Providing staff with benefits and opportunities to advance their careers has worked for us when it comes to retaining our staff.

Some of our therapists have been with us for over 12 years.” The Spa at Johnstown Estate is also home to Elemis’ Irish training hub. “Trainers are frequently over from the UK, so that provides our therapists with lots of opportunities to upskill. One of our own therapists has actually trained to be an Elemis trainer too, so

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Spa

“When a guest comes into us for a spa experience, there are so many different elements to that experience but the overall goal is that they leave relaxed and refreshed”

she’s able to train the team on site. In addition, over the past year we’ve worked closely with Dunboyne College and our local Education and Training Board to facilitate our staff to complete courses, not necessarily in beauty or treatments but perhaps in management. Education is key and it’s something we take very seriously here at Johnstown Estate.”

Keeping staff engaged and interested reduces the risk of them leaving

the business, says Dara. “If you’re coming into work and doing the same thing day in day out, if nobody is investing in your future and education, you’re likely to become demotivated. It’s so important to give people opportunities. We’ve found that some staff members aren’t interested in additional training and that’s fine, but for staff who are, we’re providing those opportunities.”

Huge effort has gone into the ‘journey’ that guests take when they enter the spa. A new dining area, complete with a chef on site, provides guests with Afternoon Tea or a light bite. All treatment rooms feature beds and equipment from Gharieni, while three specialist Gharieni beds offer guests an additional unique experience. “The high standard of customer service that we offer our guests is so important. When a guest comes into us for a spa experience, there are so many different elements to it but the overall goal is that they leave relaxed and refreshed, having benefitted from their experience.”

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for a

Attracting new talent to the hospitality industry requires a shift in mindset if the industry is to fully recover

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n an effort to tackle the crippling staff shortages in hospitality, Fáilte Ireland recently launched a new €700,000 national marketing campaign. ‘Works for Me’ aims to attract more people, across all ages and demographics, to jobs in the tourism industry. Specific demographics such as retirees and parents looking for flexible working arrangements and patterns are a key target. That ‘flexibility’ piece is key, says the organisation, with research showing that almost a third of employees cite flexible working hours as one of the main reasons for working in tourism and hospitality. For workers not looking for a

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Cover Story

job in the sector, almost 50% said they would consider a career in tourism and hospitality if they were offered a predictable working schedule that suited their work/life balance.

According to Fáilte Ireland’s Director of Sector Development Jenny de Saulles, the skills shortage in tourism and hospitality has been heightened as we head into the busy summer season. “Fáilte Ireland is working closely with the industry on a range of initiatives to help businesses access a greater range of potential candidates, stand out in a competitive market and rebuild skills that have been lost during the pandemic.”

With June nearly upon us these initiatives, although well-intentioned, may not be the industry’s saving grace. Alongside cost inflation, lack of staff is the single biggest issue facing the industry right now. However, it’s nothing new; back in 2012, the Restaurants Association of Ireland (RAI) raised the issue of skills shortages within the hospitality industry. “We seem to be stumbling from crisis to crisis. Has anything changed since we flagged the problem 10 years ago? The answer is no. The industry is crying out for one single body to take charge. We need an organisation like Cert to be re-established, as we simply cannot keep going this way,” said Adrian Cummins, CEO at the RAI. Pushback from government agencies is preventing the establishment of any Cert-type organisation, says Adrian. “I’m not sure why that’s happening.

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Niamh O’Leary, Kemmy Business School, UL

“I am a very social person. I’m not made to be in front of a computer from nine to five because I love talking to people” You also have the new campaign from Fáilte Ireland which was launched without any industry consultation whatsoever. No effort has gone into getting thoughts from businesses within the sector, which seems very counterproductive.” It’s believed that people who previously worked in the industry have retrained and gone to work in other sectors during the pandemic. Others may have left the country to return to their home countries for the duration of the pandemic.

It takes 20 weeks to process work permits for applicants coming from outside the EEA. “The industry has been very forceful and has really pushed the fact that recruitment from outside the EU is how this issue will be resolved. We’ve put a huge amount of pressure on government agencies to reduce the amount of time it takes to get a work permit. I think we’ve made progress on it. Is it where we need it to be? No, not yet.

We need to get international staff into Ireland, but I think it’s probably too late for this summer. This is something we’ve been flagging for a long time. Over and over we’ve said, you’re going to have a problem with staff this summer, but it was like talking to a group of ostriches that just wanted to stick their heads in the sand.”

Last year Niamh O’Leary, a Teaching Assistant in Kemmy Business School at UL, conducted a study that looked at the reasons why people pursue a career in hospitality, along with the reasons why they leave.

Niamh herself has a degree in hotel management and worked in the industry for over 10 years. “Speaking just for myself, I was interested in moving into education so for me, that was the primary reason for leaving the industry. In saying that, hospitality is a demanding industry to be in. The hours are tough and the money isn’t as good as it could

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Cover Story

GET YOUR STAFF be.” According to Niamh’s study, people enter hospitality for a variety of reasons. Some of the participants began working in the trade simply because it was their first job – “it wasn’t really what I wanted to go into, but it was just what was available to me at the time” – while others began their career in hospitality because they love to work with different people. Some also loved the idea of offering customer service and others had grown up in the industry – “I am a very social person. I’m not made to be in front of a computer from nine to five because I love talking to people.”

Several of the people Niamh interviewed had studied hospitality at third level, with promise of progression and simply liking the industry cited as reasons for entering the industry. “The majority of those who studied hospitality began studying because of their hopes to progress their career through a deeper understanding of the industry and different management theories.

They also had the opportunity to formally develop their practical skills in the kitchen and bar. Others already liked working in the industry because they enjoy working with people. They wanted to progress their career and thought the degree would be beneficial for doing this,” said Niamh.

Niamh also asked survey participants why they chose to leave the industry. Answers were varied and ranged from at-work conflict, a lack of career progression and unsatisfactory working conditions. All respondents cited a general dissatisfaction with their jobs as a primary reason for leaving the industry. “Some people said it was the unsociable hours that prompted them to leave. It was clear from my research that long working hours are becoming taxing on some employees, so it’s vital that employers are aware of this and provide better hours for them. One person said to me – ‘I didn’t mind the unsociable hours but now as I’m getting older, I would prefer a nine to five.’”

Many respondents said it was difficult to balance their personal life with their nonwork life. “Work-nonwork conflict ties in closely to job dissatisfaction because when an employee has a poor work-nonwork balance, they are likely to become dissatisfied with their job.

Again, it’s crucial that the employer remains aware of their greater amount of power in this social exchange and provides the employee with benefits such as proper rest breaks and shorter shifts as these seem to be common issues within the industry.”

DURING THE SURVEY, EMPLOYEES WERE ASKED WHAT MANAGERS COULD DO TO RETAIN STAFF. HERE’S WHAT THEY SAID. • Improved performance appraisals – employees said appraisals should be tailored to the individual. Better performance appraisals can help to identify issues, for example in training, before they arise and become a problem.

• Improved reward and recognition systems – many respondents stated they believed an improved reward and recognition system would be beneficial. Employees should be recognised and rewarded more for a job well done. Some respondents said that if staff were mentioned on TripAdvisor they could be rewarded with a present, while others stated they would also like a higher wage. The current minimum wage in Ireland is €10.20 per hour, which is what the majority of employees of the hospitality industry receive. A higher rate of compensation could be a way to sustain competitive advantage.

• Offer more training and development programs – incentives for employees who want to develop themselves and their career will help retain staff. Hotel managers often express dissatisfaction with their career progression and have intentions to leave. There’s a lack of training and development opportunities for these managers who will naturally feel overloaded by their work commitments.

• Improve organisational culture – some respondents explained that employees should feel comfortable to ask for help through a better organisational culture of learning and support. Covid-19 has changed the way employers and employees interact; the ineffectiveness of a topdown leadership approach has been uncovered due to the pandemic.

Culture must adapt to factors like the pandemic and leadership transitions.

• Promote a work-nonwork balance – HR could provide more flexible working hours and provide activities like parties for employees. Other respondents believe that group activities like hikes could encourage a better work-life balance. HR should also ensure that employees do not feel obligated to engage with work-related emails or SMS from colleagues out of hours.

• Improve communication – the work carried out by staff in a hospitality setting could be vastly improved by the business’ ability to foster relationships that are mutually beneficial for both managers and employees.

• Lack of career progression – there doesn’t seem to be a very clear career progression path for those who work in the hospitality industry. There have also been issues with the third level hospitality curriculum, which is perhaps becoming less applicable to what the industry needs.

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Energy

GreenAmbition Cliste Hospitality and SSE Airtricity are powering towards net zero with a 100% green gas partnership

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S

SE Airtricity has announced it has signed a three-year partnership with Cliste Hospitality to provide energy solutions through its 100% green gas supplies. Through this partnership, the hospitality consultancy will become the first hotel group in Ireland to contract a green gas product that will enable the group to transition to net zero emissions.

The partnership between SSE Airtricity and Cliste Hospitality includes five hotel properties – Radisson Blu Hotels in Cork, Limerick and Athlone, the Kilkenny Hibernian Hotel and the Tullamore Court Hotel – that will receive green gas from 2023 and will be supplied with a total of 36.8GWh of energy. It’s

expected that this partnership will lead to a reduction of 7,532 tonnes of CO2 per annum for the five Cliste properties, which will support the hospitality groups green ambitions.

The collaboration with SSE Airtricity will provide the necessary energy supplies to the hotel group, while also enabling Cliste Hospitality to transition to green energy solutions and become more sustainable in its operations. Klair Neenan, Managing Director of SSE Airtricity, said: “SSE Airtricity is delighted to partner with Cliste Hospitality and assist with the target of net zero emissions. It is great to work with an organisation that shares in our values and is looking for new ways of reducing emissions.

Through our bespoke energy solutions, we are proud to help Cliste take another important step on the road to net zero by significantly reducing their carbon footprint. For over a decade, SSE Airtricity has been a leader in driving Ireland’s green energy revolution, with many great partners across the country and we are delighted to add Cliste Hospitality to that list.”

Chris Austin, Group Director of Operations with Cliste Hospitality said: “We are delighted to partner with SSE Airtricity and their 100% green gas supply platform. This partnership is closely aligned with our Carbon Reduction Management strategy and our commitment to continued carbon reduction strategies across our group. We are firmly committed to playing our part in creating a more sustainable present and future, in everything that we do, and we look forward to working with SSE Airtricity to achieve our company goals in these areas.”

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Renewable heat funding for the hospitality sector You can make substantial savings and reduce your carbon footprint in the hotel and food sector by switching to a renewable heating system. A Government funded tariff is available when you install biomass or biogas heating systems in new builds or in place of an existing fossil fuel heating system.

You will receive an ongoing quarterly payment for 15 years based on how much heat you need.

Additionally, there are 30% grants available to install a heat pump system.

Find out how you could future proof your business at seai.ie

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Partner Profile

Save on your

energy I bills Learning tools and Government-funded financial supports from SEAI can help hotels save on costs while helping the environment

n recent years, rising energy costs and the pressing issue of climate change have meant that Irish hotels are increasingly concerned about their energy use. The Sustainable Energy Authority of Ireland (SEAI) works to support hotels in their efforts to better understand and manage their energy use. This is achieved through a program of supports.

GETTING STARTED The SEAI Energy Academy is an online e-learning platform designed to help you lower your energy bills by as much as 10%. It’s the first step for any business starting their energy efficiency journey.

To join visit www.seai.ie/energyacademy The Support Scheme for Energy Audits provides eligible hotels with a €2,000 voucher to cover the cost of an energy audit. An energy audit identifies tailored energy saving opportunities that can save businesses up to 30% on their energy bills.

Find out more at www.seai.ie/sme/energyaudits SUPPORT SCHEME FOR RENEWABLE HEAT The hotel and food sector spends a significant amount of money on heating.

Switching to a renewable heating system can help you save money and make you more resilient to rising energy costs.

Biomass and biogas are a reliable and efficient source of heat. You will also reduce your carbon footprint and show that you are taking genuine steps to

improve the sustainability of your business.

Under Government-funded tariffs provided by SEAI, you will receive an ongoing quarterly payment for 15 years based on how much heat you consume.

The Radisson Blu Hotel in Letterkenny recently qualified for the support scheme for renewable heat. This is what Paul Byrne, Managing Director has to say.

“Sustainability has always been a core value of ours and the Radisson Hotels network. We were pleased to invest in a new biomass boiler to enable us to convert from fossil fuels to a renewable source of heating. The benefit of the SEAI renewable heat scheme mean we can save money in addition to continuing our environmentally focused policies.”

This is what the hotel can expect to save. At 8,085 square metres, it’s likely to use 1,150MWh of heat energy per year. This would have cost approximately €103,855 for heating oil per year. They can expect to pay approximately €84,295 for wood pellet fuel. That means annual fuel cost savings of €19,560. They can also expect a tariff of €38,870 per year paid quarterly for 15 years. That’s a total saving of €58,430 per year.

GRANTS FOR HEAT PUMPS In addition, a 30% Government grant is available from SEAI to install a heat pump system. Heat pumps are a renewable technology and an efficient alternative to heating systems that burn fossil fuels.

They can be used for heating buildings and hot water.

For full details and to apply, visit www.seai.ie

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Training & Recruitment

Skill Up

New positions open up at Ashford Castle and Compass Ireland partners with Danni Barry on new apprenticeship scheme

ROLES AT ASHFORD CASTLE Ever wondered what it’s like to work at one of the world’s best hotels and get an exclusive behind-the-scenes look at the inner workings of an historic castle? Well wonder no more as Ashford Castle is recruiting, so that dream job might be closer than you think.

The luxury five-star hotel located in Cong, Co Mayo is known for its world-class cuisine, luxurious rooms and celebrity clientele. This is your chance to be part of the team and deliver extraordinary service in incredible surroundings.

Over €75 million was invested in the hotel after it was purchased by the Tollman family of Red Carnation Hotels in 2013. Today, it’s Ireland’s only Forbes 5-star recognised hotel. Vacancies are available in a number of areas including Fishery Manager, Spa Therapist, Restaurant Director and Reception Manager.

Niall Rochford, General Manager at Ashford Castle said: “Working at Ashford Castle is more than just a job, we offer excellent training and progression opportunities to those who want to embark on an exciting career within the hotel industry.”

Some of the positions available as Ashford Castle include: Pastry Chef – if you are a Chef de Partie with a passion for pastry, then this is your chance to work under one of the world’s best pastry chefs, Mohamed Ouchbakou.

Reception Manager – as reception manager, this is your chance to welcome all of the castle’s guests including the likes of politicians and presidents, Hollywood stars and holidaymakers from home and abroad.

For a full list of vacancies at Ashford Castle, go to https://harri.com/redcarnationcareers

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DANNI BARRY SETS COMPASS ON APPRENTICESHIP ROUTE Compass Ireland has partnered with Michelin chef Danni Barry on a career training and development programme for staff. Working with the City of Dublin Education Training Board and Danni Barry, Compass will deliver a Commis Chef Apprenticeship Programme for employees at Crumlin College Dublin. The two-year programme involves an initial full-time induction for one month. This is followed by a training commitment of two days per week, where the chefs are released from work to complete the programme.

As an ambassador for the career development scheme, Danni Barry will present practical workshops and advisory sessions for course participants. Danni was only the second female Irish chef to hold a Michelin Star and in 2016, was named Irish Chef of the Year. She was Head Chef at Epic Restaurant and has also worked as Executive Chef in Balloo House in Northern Ireland and as Executive Chef at The Wicklow Escape in County Wicklow.

The new apprenticeship scheme is open to any and all of the company’s 1,500 employees in Ireland, interested in qualifying as a chef. On completion, participants achieve a QQ1 Level 6 Advanced Certificate in Culinary Arts, with the opportunity to progress to a Chef De Partie Apprenticeship at QQ1 Level 7. Regional apprenticeship programmes are also scheduled to take place later this year in Galway, Limerick, Cork and Northern Ireland.

For more information, go to www.crumlincollege.ie

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Equipment

Me and

MyKNIFE A good knife is a work of art, writes Knock House Hotel’s Head Chef Fergal Colleran

W

here do your start with your favourite piece of kitchen equipment? How do you even choose? There are so many modern gadgets out there that are time saving, energy conscious, multi-taskers… the list goes on and on. Coming from a third generation of family butchers in Galway, I’ve got a good knowledge of the trade so I’d have to say my favourite piece of equipment is my trusty set of knives that I’ve accumulated over the years. Some are very old, wooden-handled but still fit for purpose knives, while others are modern, hand-forged and cost a small fortune. Some of my best knives I got as gifts; a BergHOFF scalloped carving knife which I received from a chef lecturer when I attended RTC in Galway. To this day it still holds a perfect sharpness and is well balanced, with a thin blade. A dream to work with. Some of my knives I got from my father. Some of them belonged to his father. Heirlooms every one of them and still in use to this day. With the knives of old, you can see the craftmanship that went into them.

I would love to add one of today’s modern professional knives that are being made by artisan craftspeople in home forges to my collection. One such artist is Patrick Brennan of Brennan Knives, based in County Kilkenny. He makes some of the finest knives I have ever seen. He puts his soul into crafting them and every one of them is a work of art, with the finest of materials used. As he says: “Every handmade knife I create, I strive for perfection. I believe if someone is buying one of my knives with their hard-earned cash, then they are going to get the best knife I can make them or it won’t leave my forge.’ Someday soon… maybe.

Always take care of your knives and your skills will shine through. A sharp knife can make all the difference to the quality of your work.

Sharp lines, fine dicing and slicing. They say a cut from a sharp knife is much better than one from a blunt knife. I say, try and not cut yourself in the first place…

Fergal Colleran is the Head Chef at Knock House Hotel

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