Hotel and Catering Review - Issue 4 2024

Refreshed Refurbished

HORSE & JOCKEY GETS A MAKEOVER +

TECH TALK

How technology is transforming the guest experience

Breaking down stereotypes at MTU

Town

DEE NIX ON EXCEEDING EXPECTATIONS AT LAWLOR’S OF NAAS

BESPOKE SOLUTIONS

18

“When I took up the role of CEO and opened the new extension, I’d have people coming in every week asking me if I enjoyed working in their hotel. Local people have a huge attachment to it.”

Dee Nix, CEO, Lawlor’s of Naas

INCLUSION

A group of students with Down Syndrome have graduated from MTU’s Department of Tourism & Hospitality

INGREDIENTS

Garlic is the star of the show in Jenny Flynn’s kitchen at Faithlegg

DRINKS CART

The latest releases, news and all things drinks-related

TALKING

TO Simone Villari at NYX Hotel Dublin is gearing up for a busy year

REFURBISHED + REFRESHED

Gold Medal award winner Horse & Jockey is sporting a brand new look, thanks to Sara Cosgrove Studio

TECHNOLOGY

Dr Donagh Davern looks at how technology is transforming the guest experience

MEMORABLE MEAL

Gareth Naughton remembers a meal in Aimsir that encapsulated everything he loves about Ireland

Editor: Denise Maguire

Creative Director: Jane Matthews

Art Director: Lenny Rooney

Stock Photography: iStock

Infographics: www.flaticon.com

Production: Claire Kiernan

Sales Director: Trish Murphy

Managing Director: Gerry Tynan

Chairman: Diarmaid Lennon

Editor’s View

Welcome to issue 4 of Hotel & Catering Review 2024

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 2024. 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.

In this issue of Hotel & Catering Review, we caught up with Dee Nix who took up the role of CEO at Lawlor’s of Naas 18 months ago. Dee opened the new multi-million wing of the hotel, taking the 138-bedroom premises from three stars up to four stars. New conference and event spaces are going down with a treat with corporate clients while Vi’s Restaurant and Bar, headed up by Chef Simon O'Callaghan, is keeping guests happy with its menu of culinary delights. Dee’s ambition is to make Lawlor’s a goto destination for conferences and events in Ireland and to provide guests with an elevated customer experience. That customer experience is set to be further enhanced with the opening of a new covered outdoor area, perfect for lunch, a cocktail or a place to enjoy the match. Lawlor’s piano bar is also set to reopen this summer and the hotel's newly launched brunch menu is, says Dee, another example of the business' adaptability. For more on Lawlor’s of Naas, go to page 18.

Elsewhere in this issue we chat with Simone Villari, Hotel Manager at NYX Hotel Dublin. The new Portobello hotel opened in December last year, with the focus very much on ensuring guests enjoy the unique NYX experience and lifestyle. We also take a look at the newly refurbished and refreshed Horse & Jockey in Thurles, redesigned by Sara Cosgrove Studio. The new design was, says Sara, all about reimagining the hotel in a fresh way, with a thorough understanding of the guest profile. On page 26, Dr Donagh Davern examines how technology is transforming the guest experience. Increased usage of AI will, and already is, changing how we work and in a hotel environment, it’s set to redefine how staff interacts with guests throughout the entire guest journey.

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

Editor:

Email: denise.maguire@ ashvillemediagroup.com

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

Denise Maguire

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PRETTY POLLY HONOURED AT THE ROSS

The Ross in Killarney town has unveiled a vibrant new layout and look for its reception. Called Polly’s, in a nod to Pretty Polly, the tights factory that at one time employed over 1000 locals, the space now serves coffee, lunch and cocktails. “Pretty Polly holds a special place in the hearts of the community and we wanted to pay homage to our fond memories of the factory. Customers would often tell us how a seat by the window in The Ross was the best seat in town, so we really felt the need to expand our offering and extend this valuable space to our patrons. We now have a fun and inclusive environment for all, where guests can sit and linger over breakfast or morning coffee, have casual lunch with family and friends or host a fun gathering in Polly’s Lounge,” said Ciara Treacy, Hotel Manager.

NEW CHAIR AT IHF SOUTH EAST BRANCH

S. PELLEGRINO YOUNG CHEF ACADEMY OPENS

The S.Pellegrino Young Chef Academy Competition 2024-25 has opened, inviting the world’s most talented chefs under 30 years old to apply. Previous winners include Irish chef Mark Moriarty, who won the competition in 2015 and has since established himself as an award-winning chef, TV host and author. Mark said: “Winning the competition has opened up numerous avenues that would not have been possible before. I have cooked and dined in some of the best restaurants around the world, while developing a network of chefs on every continent. Parallel to this, I built my business to include everything from restaurants and private dining to global events, brand partnerships, food writing, TV shows and cookbooks. I cannot recommend this competition enough for ambitious chefs with the talent and vision to build a career that works for them, and showcases the Irish hospitality industry on a global stage.” Applying chefs must be under 30 years of age and can register via the S.Pellegrino Young Chef Academy Competition website. The application process closes on the 19th of June 2024 - www.sanpellegrinoyoungchefacademy.com

NEW LOOK AT THE EUROPA HOTEL

Patrick Kickham-Lennon, Deputy General Manager at Gorey’s Seafield Hotel & Spa Resort, has been elected Chair of the South East Branch of the Irish Hotels Federation (IHF). Prior to joining Seafield, Patrick was Director of Food and Beverage at Druids Glen Hotel, Resort Operations Manager at Mount Wolseley and Deputy General Manager at Monart. Commenting on his election, he says: “I look forward to representing IHF members and working closely with my branch colleagues as we engage with Government and industry partners to address and remedy the challenges we face. A particular concern is the very high cost of doing business within our industry. This requires swift action from the Government."

Hastings Hotels has completed a €17.5 million renovation at the Europa Hotel in Belfast, marking a significant milestone in its history. The five-year renewal project encompasses upgrades to all 272 guest bedrooms, the lobby bar, piano restaurant, meeting rooms and penthouse. To commemorate, Hastings Hotels commissioned artist Colin Davidson to create new artwork that pays homage to the hotel's historical significance. Titled "The ‘71", the painting captures the essence of a nostalgic journey home with an abstract rendering of the red double decker 71 bus that both Davidson and Howard Hastings, Hastings Hotels’ chairman, used to take home from school.

APPOINTMENT

Dunboyne Castle Hotel in Co Meath has announced the appointment of Lisa Devlin as Spa Manager, heading up the facility’s relaunch. Previous experience includes roles at Slieve Donard Resort & Spa as Head Therapist and Clinic Manager at Therapie Clinic. In her new role at Dunboyne Castle Hotel & Spa, Lisa has already managed a full 360 refurbishment of the estate’s 1,667 sq m spa. She says: “The renovation and relaunch of The Spa has given me plenty to get stuck into straight off the bat and it’s been a real privilege to help shape the brand and take it to the next level, and this is just the beginning!"

INUA COLLECTION CELEBRATES DSI PARTNERSHIP

The iNUA Collection is celebrating five years supporting Down Syndrome Ireland (DSI) and the charity’s National Employment Programme, with the company now employing over 20 Down Syndrome Ireland colleagues. The iNUA Collection raised a further €30,000 through its Christmas voucher campaign, with €5 per every €100 voucher going to the charity. In addition, the "Clean the Planet, Not My Room" campaign allowed guests to choose not to have their room cleaned for one night and, in turn, donated €1 per room to DSI. Hotels across the Collection recently arranged for a €2,500 cheque to be presented to their local Down Syndrome Ireland branch.

NEW SPRING MENU AT REEDS

A new seasonal menu at Reeds Restaurant at Ferrycarrig Hotel has been launched. Starters include new dishes such as Chef’s recipe beef consommé celestine with diced vegetable brunoise served with crepes julienne and seared Kilmore scallops with pancetta, tomato concasse and a citrus-lime beurre noisette. Main courses include Richie Doyle’s locally reared 10 oz sirloin steak served with rustic truffle scented French fries and chef’s recipe Café de Paris Butter. Another new addition to the menu is an experience for two people sharing – Chateaubriand

fillet on a bed of molasses

flavoured sauerkraut, barley and forest mushrooms served with a Béarnaise sauce.

MASTER CHEFS SCORES CONNACHT RUGBY CONTRACT

Connacht Rugby has agreed a long-term contract with Irish caterers Master Chefs, set to become the catering and bar services provider when the redeveloped Dexcom Stadium opens. Formed in 2002, Master Chefs has catered for major events including the Volvo Ocean Race, the JP McManus Pro Am and numerous concerts. The company’s remit for Connacht Rugby will include culinary and drinks services, not just on match days, but also food and beverage provision for all meetings, conferences and events at the ground’s extensive hospitality facilities. In 2021, Master Chefs purchased 20 acres of land and began its journey to create a self-sufficient centre of excellence in sustainable food production. Ellan Farm now produces a year-round supply of seasonal, organic produce and allows the catering company to purchase, consume, compost, recycle and innovate sustainably.

PICTURE THIS

Management and staff line up around the original grand staircase to celebrate The Shelbourne Dublin’s 200th birthday. A year of celebrations and storytelling is planned this year, looking back on the extraordinary characters and unforgettable events that have shaped The Shelbourne’s story over the last 200 years.

APPOINTMENT

Chris Boland has been appointed to the role of Deputy General Manager at Faithlegg in Co Waterford. Chris joined Faithlegg as Duty Manager in 2015. During his time, he progressed to Food & Beverage Manager in 2018, followed by Operations Manager in 2022 and this year, Chris was promoted to Deputy General Manager working closely with General Manager Eddie Flynn. “Faithlegg is a property I am very proud to work with and the Faithlegg family are a wonderful team to have around me. I look forward to welcoming our guests as Deputy General Manager this year and beyond,” says Chris.

THE IMPERIAL SCOOPS ‘BEST HOTEL’

AWARD

The Imperial Hotel was named ‘Best Hotel’ at the Cork Business Association Awards, held recently at the Radisson Blu Hotel Little Island. The award was accepted by General Manager Kresimir Krezo, House Manager Timothy Herlihy and Director of Welcome, Irena Sakota. The team was also shortlisted in the Sustainable Business Innovation category. Kresimir said: “It is fantastic to be honoured amongst your peers in the hospitality and wider business community and we are deeply appreciative to Cork Business Association for honouring all our team's efforts, it means a lot.”

MIDLANDS PARK RECOGNISES LONG SERVICE STAFF

Twenty-four team members have been honoured at a ceremony at Midlands Park Hotel in Portlaoise, commemorating service milestones of five to 20 years. Among those recognised were four staff – Elena Kuzurova (accommodation), John Rainsford (kitchen), Paul McPherson (stores) and Kirsten O’Neill (F&B), all of whom have enjoyed a 20year career to date at the four-star hotel. Twenty other employees celebrated tenures from five to 15 years, including the hotel’s General Manager, George Leahy who joined

Midlands Park Hotel five years ago, along with Director of People & Culture, Jennifer Emerson, who also joined in 2019.

AISLING ARNOLD ELECTED CHAIR OF IHF DONEGAL BRANCH

WORKS TO BEGIN AT KILLARNEY PARK HOTEL

A renewal and refurbishment programme at The Killarney Park is due to kick off in late winter 2024 into early spring 2025. Following on from a renovation of the hotel lobby and public areas and a new-look for its fine-dining restaurant, the planned works will include a refurbishment of all bedrooms and suites, increasing the room count to 74. The hotel grounds will undergo major works including a total redesign and landscaping of the gardens while The Garden Bar and Terrace and spa will also be revamped.

Aisling Arnold, General Manager at Arnolds Hotel in Dunfanaghy, has been elected Chair of the Donegal Branch of the Irish Hotels Federation (IHF). A fourthgeneration hotelier and member of the IHF’s National Council, Aisling brings extensive experience to the role. “Hotels and guesthouses throughout Donegal make such a vital contribution to local tourism and our wider economy. I look forward to representing them and working closely with my Donegal branch colleagues Niall Coffey and Carolynne Murray as we engage with government and industry partners to address the challenges we face head on.”

Now,

CSUSTAINABILITY TRANSITION to

limate change and sustainable development are a key focus for Further Education and Training (FET) to make a strong contribution to the Government’s call to action and assist companies to make that transition to sustainability.

Responding to the critical challenges that businesses are facing, SOLAS has recently launched FET Micro-Qualifications – a new FET offering to address the skills needs of the Irish workforce. These include several sustainability programmes in collaboration with Education and Training Boards (ETBs) and strategic partners such as Enterprise Ireland, IDA, EPA, SEAI, Uisce Eireann and Regional Skills Fora. Micro-Qualifications are a new route to futureproofing businesses, upskilling staff in

line with future business needs and flexibly delivered to fit busy work schedules. Areas cover Environmental Sustainability, Lean Practice, Resource Efficiency, the Circular Economy and Sustainable Supply Chain Procurement. All Micro-Qualifications are QQI accredited and are little or no cost to employees and employers.

For further information on what’s available in your locality, contact your local ETB or visit www.skillstoadvance.ie

DAX RESTAURANT NAMED ‘FRENCH CHAMPION’

The inaugural French Champion Awards took place at French Food Days Ireland, the one-day trade event dedicated to bringing the taste of France to Ireland. The awards were created to recognise the contribution of the Irish trade which plays a key role in raising the profile of French produce across four categories – Best Importer for France, Best Supermarket for France, Best Restaurant for France and Best Delicatessen for France. Businesses were nominated and voted for by a panel of Irish trade professionals with two finalists selected in each category. La Rousse Foods won 'Best Importer for France', the ‘Best Supermarket’

award went to Donnybrook Fair, ‘Best Delicatessen’ went to Iciar while the ‘Best Restaurant for France’ award went to Dax Restaurant, shortlisted alongside Piglet Wine Bar. The awards kicked off French Food Days, Ireland’s only event 100% dedicated to French produce organised by Business France.

APPOINTMENT

Azaan Muhammad has been appointed to the role of Deputy Manager at Kajjal Malahide. Influenced by his father Samer's successful tenure as General Manager, Azaan joined Kinara Group in 2016. "The beauty of this position lies in the constant journey of learning and evolution. Every day brings new challenges and opportunities, which significantly contribute to both my personal growth and my professional advancement. It's a privilege to blend innovation with tradition, ensuring every guest's experience is memorable. This balance is not only rewarding but deeply enriching."

RADISSON BLU HOTEL DUBLIN AIRPORT IS GREAT PLACE TO WORK

Radisson Blu Hotel Dublin Airport has announced it has been certified as a Great Place to Work after an independent analysis conducted by the Great Place to Work Institute Ireland. Commenting on the achievement, Elaine Carolan, General Manager at Radisson Blu Hotel, Dublin Airport, said: “The Great Place to Work Certification proves our commitment to our team's wellbeing and the inclusive culture that we have nurtured throughout the years. It highlights the strong foundations that have built across all aspects of the hotel. It signifies our dedication to fostering an environment where every individual feels valued, respected and empowered to thrive. Together, we celebrate this achievement and continuous commitment to excellence in hospitality.”

Fostering true Inclusion

A group of students with Down Syndrome have graduated from a pilot programme at MTU’s Department of Tourism & Hospitality

The first group of students with Down Syndrome in Ireland, along with MTU’s BA (Hons) Home Economics and Business students, have been recognised for their participation in a unique pilot programme. The programme came about when Team Up, a Cork-based organisation that works to facilitate inclusion in society for people with Down Syndrome, approached Dr Noel Murray, Head of Department, Tourism & Hospitality, MTU, with a proposal for a “Team Up for Home Economics and Business Pilot Programme”. Using the “buddy system” principles employed in several other Team Up community-based initiatives, this hands-on academic collaboration saw members of the local community with Down Syndrome pairing up with 2nd year Home Economics and Business students on an eight-week pilot programme. The majority of the students

“The societal impact of this programme is significant. Through hands-on experiences we gain confidence and break down stereotypes”

within the Home Economics and Business course plan to go on and become Home Economics secondary school teachers, of which there is currently a great shortage in Ireland, most especially those who have specific special education needs (SEN) experience.

Dr Murray said: “I am delighted to see the success of the ‘Team Up for Home Economics MTU Pilot Programme’, which has had an incredible impact on the participants, by providing a pathway for a positive University learning experience. This has been dovetailed with an equally positive experience for our BA (Hons) in Home Economics & Business students, who have had the opportunity to apply their pedagogical skills and knowledge, while simultaneously gaining valuable experience in supporting adults with special needs. At MTU, our mantra is ‘Succeeding Together’ and this programme epitomises this ambition.”

Maggie Cusack, President of Munster Technological University, said: “The societal impact of this programme is significant. Through hands-on experiences we gain confidence and break down stereotypes. Such confidence cannot be attained through books or lectures alone. I’d like to congratulate all the students on their achievement and wish them the very best in their futures. I hope the skills and values they have learned as part of this unique programme will be of great benefit for many years to come.”

One of the community students with Down Syndrome, Sean McMahon, shared his experience: “I feel happy doing Home Economics.” He expressed his enjoyment of being at MTU, particularly enjoying cooking in the kitchen and sharing a meal afterward with the group. According to Therese McNamee, Team Up Founder, “one of the hidden jewels of this programme was the casual after class opportunity for MTU students and community students to sit, eat and discuss a recent shared experience, building friendships and fostering true inclusion”.

TAILORED SOLUTIONS that

Hospitality Sector Manager David Milligan on why solutions from Virgin Media Business help elevate the guest experience

FWORK

or hospitality, having robust Wi-Fi and entertainment solutions is vital to ensuring customer satisfaction and to keep guests coming back for more. For large and medium-scale operations, this necessity becomes even more pronounced. Virgin Media Business offers tailored solutions to meet these demands. David Milligan, Hospitality Sector Manager at Virgin Media Business, says: “We understand the diverse needs of guests and we prioritise the creation of a Wi-Fi infrastructure capable of managing multi-user connectivity seamlessly. Our TV packages cater to a wide demographic range, bringing entertainment for every guest. By prioritising the comfort and enjoyment of guests, we contribute to elevating the overall experience within your business.”

Aligned with the importance of providing top-tier Wi-Fi and entertainment solutions, Virgin Media Business also recognises how important cost-effective strategies are for the hospitality industry. By offering a suite of tailored solutions, including bundled services like internet, phone lines and TV services, customised plans and cloud-based offerings, we aim to optimise expenditure while maximising functionality, keeping your budgets firmly in check. Moreover, the flexibility we provide in our customised plans ensures that hospitality enterprises only pay for the services essential to their operations.

David adds: “Developing bespoke solutions, we can tailor your Wi-Fi to suit the needs of your business. Because we have decades of experience in Wi-Fi technologies, we understand how Wi-Fi works. We’ll work with you to design your network for optimal effect, ensuring that when 1000+ devices go online at the same time, it just works. Virgin Media Business can also add user analytics to your Wi-Fi

to help you understand your customers and their needs better. With this, you gain insights into footfall, user habits and peak times for your business”.

Adopting cloud-based solutions for Wi-Fi provisioning further augments cost efficiency and allows quick upscaling and downscaling, as required. Pairing this with offerings such as Secure SIP for phone services and a dedicated internet connection into the premises will prove instrumental in minimising upfront expenses and enhancing scalability. This adaptability empowers businesses to seamlessly adjust their services in response to fluctuating demand, thereby optimising both functionality and expenditure within the dynamic hospitality landscape.

In addressing the expectations of the hospitality sector of providing reliable connectivity, David concludes: “By offering scalable solutions that can accommodate fluctuations in demand, securing sensitive business data and offering prompt customer support to our clients, we at Virgin Media Business stand as a steadfast partner in the hospitality industry, committed to delivering top-tier tailored solutions. It’s important to your business, so it’s important to us too.”

To learn more, contact David Milligan via david. milligan@virginmedia.ie or visit virginmedia.ie/ business

INGREDIENTS

Garlic is the star of the show in JENNY FLYNN’S kitchen at Faithlegg

The superstar ingredient in my kitchen is the humble garlic! Garlic is an ingredient that can’t be done without. The most interesting thing about garlic is that it can be sold in many different ways, from fresh garlic, black garlic, powdered garlic and garlic chips. My favourite version is wild garlic that's in season from early March until early June. It’s a product that’s very different to the bulb; it has a strong garlicy smell but a nearly sweet garlic taste. The colour gives a great lift to any plate. It goes really well with red meat, so I love drying it out and making a salt out of it to add a different level of flavour all year round. It grows wild and so plentiful that you can follow your nose to forage for a seasonal treat.

Ingredients

Wild garlic emulsion

• 150g wild garlic

• 300ml sunflower oil

• 50ml cider vinegar

• 3 medium egg yolks

• Salt and pepper to taste

Roast loin of Comeragh mountain lamb with wild garlic emulsion Serves 4

Method

Start by trimming the lamb. I use the saddle of lamb and I keep the outer side with an even amount of fat so it will cook evenly. To get it ready for the pan, rub salt and pepper with some chopped rosemary into the flesh and fat. You could try this with a leg of lamb if you don’t have a loin. The emulsion is delicate so can be used for new season lamb as well as mountain lamb.

Wild garlic oil

• In boiling water, blanch the wild garlic and then plunge into iced water to refresh.

• Squeeze dry and add the dill into a blender with the sunflower oil, blitzing into a smooth green liquid.

• Strain overnight through a muslin bag or a tea towel, with a jug below to collect the filtered oil. This will be vibrant green in colour.

• In a mixing bowl, whisk the cider vinegar and egg yolks until light and fluffy. Gently whisk in the garlic oil. This will take about 10-15 mins – slowly does it.

• When combined, it will last for three days if stored in a fridge. If it cracks, add in a drop of boiling water to bring it back.

Wild garlic powder

Dehydrate the wild garlic in a dehydrator for three hours and blend into a dust. This is when I blitz in a small amount of salt.

For the lamb

• In a hot pan, place the lamb loin down fat side first and seal the sides.

• Cook in a pre-heated oven for 15 mins.

• Allow to rest and dot the emulsion around the lamb. Use the lovely white garlic flowers as a garnish.

Jenny Flynn is Executive Chef at Faithlegg, Co Waterford

Cart Drinks

DISTILLERY FOR BELFAST

Belfast Lord Mayor Cllr Ryan Murphy was the first official visitor to the new McConnell’s Distillery and Visitor Experience in Belfast which has opened its doors to the public after a two-year building programme. Guests will have the opportunity to observe the process of making triple-distilled, single malt Irish whiskey and sample some of the brand’s products along the way. www.mcconnellsirishwhisky.com

PERFECT PAIRING

Adare Manor is celebrating its fifth year of partnering with Midleton Distillery with the launch of its latest single cask release. Master Distiller Kevin O’Gorman has selected a particularly special second fill bourbon barrel laid down by previous Master Distiller Barry Crockett in 2000. With just 168 bottles produced, the Adare Manor Midleton Very Rare Single Cask No. 5 will be available to buy at Adare Manor or via its online shop.

https://shop.adaremanor.com/

GRAND CABARET

Hendrick’s has launched GRAND CABARET, a new limited release gin inspired by a historic fruit-based libation that was in vogue in Paris in the early 20th century. Master Distiller Lesley Gracie said: “It’s the first time I’ve experimented with stone fruits in Hendrick’s Gin and I love how it adds a decadent depth of flavour and yet still has the signature refreshing lightness of Hendrick’s too.”

www.hendricksgin.com

WOMEN IN IRISH WHISKEY

The representative organisation Women in Irish Whiskey was officially launched as a nonprofit organisation at an event at Roe & Co Distillery. The organisation was set up by Heather Clancy and Anne-Marie Kelly to support women and gender diversity within the Irish whiskey industry. The event featured a panel discussion on the topic of Encouraging Career Development, with speakers Vanessa McMahon, Hayley Milner and Helen Mulholland.

www.womeninirishwhiskey.com

Pictured (l to r): Carleen Madigan, Irish Whiskey Association; Hayley Milner, Global Marketing Manager, Roe & Co Irish Whiskey; Heather Clancy and Anne-Marie Kelly, Co-Founders; Helen Mulholland, Master Blender, Lough Gill Distillery; and Vanessa McMahon, General Manager, The Great Northern Distillery Photo: Johnny Mallin

Kickstart The Climate Action Journey In Your Business

Climate Action Guides for Tourism Businesses.

Fáilte Ireland has developed a suite of practical climate action guides tailored for the tourism sector to enable businesses to make more practical operational changes to reduce their carbon footprint.

With the opening of Dublin’s first NYX Hotel under his belt, Hotel Manager SIMONE VILLARI is gearing up for a busy year

Talking toSimone Villari

“It’s

all about ensuring the guest gets to enjoy the unique NYX experience and lifestyle that we offer”

NYX HOTEL DUBLIN OPENED ITS DOORS FIVE MONTHS AGO. HOW IS BUSINESS GOING?

Business is good. We started out quite strong with bookings on Fridays and Saturdays and now we’re seeing a great pick up in weekday bookings. Q1 is challenging for any hotel, but more so when you’re a new premises. But we’re happy with how things are going. The only day we’re not seeing much pick-up is Monday but every other day of the week –including Sunday which is surprising – is looking promising.

CAN YOU TELL ME ABOUT THE NYX BRAND?

NYX is a leisure brand with 13 hotels across Europe and further afield. Our Dublin hotel is the latest addition, located on the Grand Canal at Portobello Harbour. We’re a 175-bedroom hotel with a fantastic restaurant and bar and state-of-the-art gym. A large portion of our bookings come from booking.com and we know that the majority of our guests are here for the same purpose, which is to visit Dublin. We make sure we’re prepared and can inform our guests about what’s happening in the city and where’s good to go in Portobello. Every guest that walks through our doors gets the same elevated service; they’re greeted by staff, they receive a treat on arrival and they’re shown to their room. It’s all about ensuring the guest gets to enjoy the unique NYX experience and lifestyle that we offer. The hotel’s design has also been very well thought out. When you have the pleasure of running a product that’s vibrant and new and different, it gives you something to talk about with your guests.

WHERE ARE YOU FROM ORIGINALLY?

I’m from Sicily. Weather-wise, Ireland has been a shock but I worked in London for over 10 years so I’m somewhat used to it! I started on the NYX Hotel Dublin project in July last year. Initially I was over and back which was great as I was able to see the construction of the hotel and experience the Portobello area. This part of the city is beautiful. There is so much choice when it comes to restaurants and bars etc. Not coming from here I was originally a bit concerned about how close we would be to the city, but it only takes 20 minutes to walk to Temple Bar. Guests are happy to walk (weather permitting), especially when they know they have a beautiful hotel with a lovely bar and good food and drinks to come back to.

WAS IT DIFFICULT FOR YOU TO FIND ACCOMMODATION?

The process of finding accommodation was not easy at all. But coming from London, I’m used to crazy prices and the challenges around securing a place. Eventually I found a nice place to live and I’m happy in it.

HOW DID YOU GET INTO THE HOSPITALITY INDUSTRY?

Originally I studied languages and culture back in Sicily. At the beginning I never realised I had a passion for hospitality. I was using my languages background to work in travel agencies or hotel receptions. When I decided to move to London, I had the option of taking a teaching job or continuing in hospitality so I went for the latter and started with IHG Hotels & Resorts in 2012 as a reception supervisor. I moved on to several different roles including duty manager and front office manager. I moved onto Hotel Indigo, which is the boutique brand of IHG, then

gained some experience at an independent London hotel before starting my journey with Leonardo Hotels. It was only when I took up the front office manager role that I realised hospitality is something I’ve loved from an early age. I remember as a child, I’d love helping my mum get the house ready for guests. What I like about hospitality is the opportunities it gives me. I’ve worked in the industry for 12 years now and it’s been quite a journey starting from reception to hotel manager. I’ve also been very lucky with all the teams I’ve had. Here in Dublin I have such a great team; they’re all so eager to deliver the best possible service. My aim is to lead by example and ensure they’re equipped with all the tools they need to progress in their career.

WHAT ADVICE WOULD YOU GIVE A MEMBER OF YOUR TEAM THAT WANTS TO BECOME A GENERAL MANAGER?

I think most of us try and get to the GM role before we are ready. The reality is that you’re never ready to have that kind of responsibility around operations, H&S, guest satisfaction etc. There are so many aspects you need to be competent in. Understanding it’s a learning process makes a difference. With each project, it’s important to consider what you can bring to it and most importantly, what you can learn from it.

DO YOU MISS LONDON?

I don’t really miss London, not because I wasn’t happy there but because I think Dublin has the right balance of the big city and local community. Coming from a small town in Sicily, I like the local neighbourhood in Portobello. In London you get a bit lost; Dublin is more in line with my personality.

WHAT ARE YOUR AMBITIONS AS HOTEL MANAGER AT NYX HOTEL DUBLIN?

To get the hotel in a position where it runs like a machine. Managing a budget the first year is always difficult; there’s nothing to compare it to so getting my financials right is also key. At the moment, we are 8.9 on booking.com. By June, I want that figure to be 9. I also want to create an environment where my team is happy to come to work. I’m passionate about the brand and the lifestyle aspect and want to be an ambassador for the NYX brand.

“My aim is to lead by example and ensure my team is equipped with all the tools they need to progress in their career”

Lawlor’s of Naas CEO Dee Nix on why people are the heart of the hotel

inTown

Dee Nix, CEO, Lawlor’s of Naas

For Dee Nix, Punchestown Festival is the best week of the year. It’s an opportunity for Lawlor’s of Naas to demonstrate why it’s so often lauded for its high standard of customer service, while showcasing its extensive multi-million refurbishment that has elevated the hotel from three stars to four. “I love everything about the week, from organising the marquees and extra bars to welcoming guests, both international and local. We’re full every night and we quite often see the same faces coming every year. Guests know they’ll be looked after. For me, this job is about exceeding expectations and that’s what we’re good at,” says the Lawlor’s CEO.

In summer 2022 the new look Lawlor’s was unveiled, boasting new spaces including Vi’s Restaurant, a private garden, increased capacity to 138 bedrooms and a new underground car park for 120 cars. Modern, spacious rooms sit alongside antiques and notes of historical interest; wander around and you’ll come across brass plates that were once floor heating grates in Christchurch Cathedral, a 100-year-old hand laid parquet floor, brass doors taken from a cash desk in Las Vegas and stools from a casino in Monte Carlo.

“We’re full every night and we quite often see the same faces coming every year. Guests know they’ll be looked after”

“Vi’s

Bar and Restaurant was designed by owner Jack Tierney; he drew plans on the floor and craftsmen set about making it a reality”

Vi’s Bar and Restaurant was designed by owner Jack Tierney; he drew plans on the floor and craftsmen set about making it a reality. The restaurant interior is a combination of Irish crafted materials with high quality finishes, intermingled with vintage pieces from Jack’s own personal antique collection. Head Chef is Simon Callaghan whose aim is to combine the tastes and flavours of land and sea with locally sourced ingredients. The highlight of the space is the custom-made dining bar in Vi’s Restaurant, named after Violette Lawlor, daughter-in-law of hotel founder Brigid Lawlor. While large and ornate, both the lobby and restaurant also exude warmth and cosiness, something Dee attributes to the hotel’s staff. “We have 240 staff and out of that number, 80 are full-time. Hospitality is a tough business to be in but if you have the right atmosphere in a hotel and your staff know it’s the small things in life that need to be looked after, you’re in a great place.”

For the local community, Lawlor’s plays an important role. “When I took up the role of CEO 18 months ago to open the new extension, I’d have people coming in every week asking me if I enjoyed working in their hotel. Local people have a huge attachment to it. Just recently, we had a lady celebrating her 90th birthday with us; she also had her 21st at the hotel.” Business is good but the cost of doing business is having an impact. “Energy and food costs are extremely high. Diageo has put up its prices and now Heineken has also followed. The minimum wage increase has also been difficult. About 30% of our workforce are on minimum wage so that’s a huge increase and one that’s hard to get to grips with. Combine that with sick pay entitlements and you’re looking at a very challenging operating environment. We’re lucky in that we have the 138 bedrooms. If I have a week with no functions and bedrooms are quiet, we definitely feel it. It would be extremely hard to make it on just the F&B side.”

Dee’s career includes roles at Waterford Castle, The Cumberland Hotel in London, Queens Hotel Ennis and Jurys in Cardiff. At the turn of the millennium, she decided to return to Ireland. “The economy was booming and there were so many employment opportunities in the hospitality industry. So I came back, did some interviews and got a role as Assistant

Manager at Killashee Hotel, which was built by Jack Tierney. I got to experience the hotel from the very beginning, I was there when it was a building site. In 2006, I was appointed General Manager and all in all, I was at Killashee for 21 years.” The opportunity to open the new wing at Lawlor’s presented itself and Dee jumped at it. “Previously, Lawlor’s would have been a three-star town hotel, best known for its carvery, bar and small number of rooms. Now, it was a four-star 138 room hotel, with huge function spaces; it was like opening a new hotel. Moving from three to four stars was absolutely necessary if we were to build up the conference side of the business. It was a great achievement and something I’m really proud of. We raised standards across the board and got the hotel to where it needs to be. As a result, we have a thriving conference business which is only getting bigger all the time.”

Lawlor’s location in the middle of Naas, itself in the middle of the country, is a major draw for conference organisers. Another is the hotel’s new ballroom, with capacity for 420 for dinner or 550 for events. “My aim is to establish Lawlor’s as a go-to destination for conferences, but it takes time. No-one is going to book a conference with you until they trust you and know you can do it. We’re getting there though and that side of the business is performing well. We also hold a large number of local functions, such as GAA dinner dances and charity events. The locals have been amazing to us and we appreciate that business so much. Of course it goes both ways. If we’re busy, then the town benefits. Tonight for example, we have a group of 45 rooms staying with us and they’re dining in a new restaurant across the road. When we’re busy, boutiques and other businesses around the town also benefit.”

Leading off Vi’s Restaurant is Vi’s Gardens which is soon to be transformed into a covered area for dining, enjoying a cocktail or watching a match. The piano bar is also set to reopen and a storage room has been converted into an additional conference space. “The demand is there for these areas. Business is good and bookings are looking very healthy for the summer. Ronny Wolf, our Executive Head Chef, has also launched a new brunch menu which is proving very popular. It’s just another way of demonstrating the adaptability and vibrancy of the business.”

Jack Tierney, Owner, Lawlor's of Naas

“The locals have been amazing to us and we appreciate that business so much”

Sara Cosgrove

Studio Refreshed +

“Working with the client on this project has been a fabulous experience”

Gold Medal award winner Horse & Jockey is sporting a brand new look, thanks to Sara Cosgrove

HCR: WHAT WAS THE BRIEF FROM HORSE & JOCKEY?

Sara: The Horse and Jockey is such a storied hotel and an iconic destination in its local area and for anyone who travels the road between Cork and Dublin. It was really about expressing all of the ideas that exist within a hotel like this but imagining and implementing them in a fresh way, with an understanding of the guest profiles. We also knew the renovation was going to be incremental over a period of time due to further extensive works happening in the hotel. Hence, we approached the design from a very practical perspective in terms of rollout. As the hotel would continue to operate, we needed to create something warm, welcoming, maintainable and easy to install. We worked alongside several of our very good suppliers to ensure ease of install. The main contractor on the building works, Eddie Power, was also instrumental in ensuring the execution of our designs to the highest standard.

HOW DID YOU APPROACH THE PROJECT?

With hospitality projects where you’re doing multiple rooms and areas, we always feel it’s a good idea to do model rooms. The model rooms were fantastic in terms of working with the client to ensure they understood our vision for the rooms, but also allowing us to finalise all the finer details for the rollout. For example, we moved the position of the desk and fridge slightly to create a better sense of flow within the room. We also had lots of ideas in terms of using wallcoverings to create strength and depth. The client understood this much better once the model rooms were undertaken. We also designed our own custom wallcovering just for the hotel. You can always see a sample, but there’s nothing like seeing it in person. We also played with colour scales and colour tones to create one visual language for each level that were complementary but different.

“We searched high and low for artwork accessories and even designed our own custom wallpaper to bring our theme of the horse to life!”

HOW DO YOU APPROACH PROJECTS FOR THE HOSPITALITY INDUSTRY IN GENERAL?

I adore working on hospitality projects and have done so for over 15 years. There’s such creativity when it comes to executing them. I always start with an overall brief; a strong two- or three-page document that embodies the direction for the hotel, whether that’s a seaside sun resort, an innercity urban hip boutique hotel or a country retreat. Creating a very strong brief at the beginning, which all the stakeholders have bought into, ensures there are no surprises. To quote the Holiday Inn, “The best surprise is no surprise”, especially when it comes to specification in hospitality environments. For me, it’s also super important that the operational practicalities of a hotel room are considered without compromising on the creativity of the design. We work closely with both the housekeeping team and maintenance team in terms of creating practical, beautiful products that stand the test of time.

CAN YOU OUTLINE YOUR WORK ON THIS PROJECT?

Working with the client on this project has been a fabulous experience and it’s an ongoing process. Works included the rooms, conferencing, additional breakout areas in the F&B areas, the external appearance of the landscaping, furniture etc. As the hotel went through the refurbishment process, we worked closely with them to ensure continuous flow of style. We’re not finished yet and there’s lots of areas that we are still looking at, but that’s the beauty of hospitality design – sometimes it’s for a new opening or sometimes you’re working in an operating hotel, bringing it to life and giving a much-loved property a fresh experience.

WHAT’S YOUR FAVOURITE ELEMENT OF THE NEW DESIGN?

Personally, the nods to the heritage of the hotel and the clients’ love of horses; we searched high and low for artwork accessories and even designed our own custom wallpaper to bring our theme of the horse to life!

DO YOU FIND THAT CLIENTS IN THIS SPACE ARE WILLING TO TAKE RISKS?

Hospitality design is absolutely about taking risks, but our job is to make sure they’re calculated. It’s so important to understand your demographic and the profile of guests before leaping into design. You don’t want a nightclub in a hotel that’s set up as a retreat. Equally, if you’re in an urban environment you don’t necessarily want to be in a country cottage (unless that’s the brief). It’s all about tailoring the style and design to the individual property to create a narrative and truly forging something special and unique for the guests, owners and operators.

WHY SHOULD A HOSPITALITY BUSINESS CONSIDER A REFRESH OR PERHAPS A NEW LOOK ALTOGETHER?

Guests today are so exposed to the best of the best in terms of hospitality options. How you brand and present yourself on social media has a huge impact on transaction rates and getting a full understanding of service offer. There is no better way to grow rates than maintaining and refreshing the product in an authentic and clear-sighted way. Similarly, it’s important to have an overall concept for the hotel. Trying different styles

in different areas rarely works, unless you’ve got a clear reason for doing so. We have a lot of experience in working with new openings, but also working with hotel owners who have specific areas of their hotel that they want to restore and revive as part of a larger investment over a longer period of time. As mentioned previously, it comes back to having a brief and creating a strong design flow to maximise the property and the guest experience.

“Trying different styles in different areas rarely works, unless you’ve got a clear reason for doing so”

Thetechnologies that are currently emerging are going to change hotels as we know them forever. The increased usage of Artificial Intelligence (AI) and robotics and overall enhancements in technology will inevitably lead to a lot of job disruption and changes in how we work. The guest experience as we know it will be redefined, revolutionising how we interact with guests throughout the entire guest journey.

The smart hotels of the future will offer a hyper-personalised experience for their customers, creating bespoke experiences for each individual client. The capability of AI to analyse vast amounts of data means that what was once impossible is now reality. AI can analyse past stays of guests, their preferences across social media channels, along with previous spending patterns to ensure a guest receives their preferred room, it’s at the optimal temperature and their mini-bar is stocked with the items that they will actually consume. Magazines placed in their rooms will be based on their actual interests.

In advance of your stay, you will have been able to utilise Augmented Reality (AR) to explore the hotel, get a feel for what its like to walk around it and choose your preferred room. Wedding and conference guests will be able to visualise different themed set-ups using various colour schemes, lighting and even entertainment.

Tasks such as routine enquiries, which consume huge amounts of the front of house team’s time, will be handled by virtual assistants who will offer reliable information, thus improving overall guest service and allowing human team members to

of the The HOTEL

Dr Donagh Davern takes a look at how technology is transforming the guest experience

spend more time on human-centric guest service tasks which are more meaningful to the guest. Virtual assistants transfer what they have learned back to guest profiles in the hotel’s property management system, allowing the hotel to further enhance a guest’s future stay in the property.

Interactions with customers will also be revolutionised with the use of virtual assistants who can offer personalised recommendations from leisure activities to food and beverage offerings. The AI powered system can recognise a guest who likes to take a morning run and give advice on routes, or one that likes to utilise the leisure facilities and ensure housekeeping leave extra towels in the room via AI-powered task management. A digital menu in your room is personalised to your dietary requirements, with various options offered both inside and outside the hotel. Meanwhile, you are never far from your currently watched Netflix series as it’s easily accessible through your room’s TV. Lighting and curtains/blinds can also be adjusted via the room’s iPad controls.

The ‘Internet of Things’ will mean seamless connectivity between devices, allowing guest preferences to be satisfied in terms of optimal room temperature, personalised music playlists through the TV and fulfilling the lighting preferences of an individual guest. Post-pandemic and similar to many high-end motor vehicles, gesture recognition in the bedroom will allow the guest to control devices without actually having to touch them. Robotics will be used to offer retinascan check-in and deliver bags to rooms, while access to the bedroom is granted via a barcode sent to the guest’s phone.

Behind the scenes AI is also used to monitor heating and ventilation systems, along with other mechanical devices to anticipate any issues and sort them out before the guest is even aware of a problem, such as no hot water. Smart devices which control heat, ventilation and lighting are integrated into the property’s energy management system, controlling energy usage based on occupancy, guest needs, the weather and the time. AI will reduce food waste by analysing guest’s dietary needs, allowing the kitchen to predict the optimal amount of food to procure and produce.

AI-based review management systems not only craft a near-perfect response to guest reviews, but they also generate requests for maintenance when an issue has arisen, update guest history and ensure that highlighted issues are brought to the attention of the relevant department in the hotel for action. By aggregating review information from various platforms and presenting it to management

via a dashboard, areas in need of improvement can be easily identified via actionable insights.

The hotel of the future is more streamlined, with technological advances – particularly in the area of AI – integrated at its core, allowing an improved guest experience where individualised service bespoke to each guest is possible and guest preferences are to the fore. Guest service moves from being reactive to being proactive, from fragmented to integrated, utilising the best technology available to enhance a guest’s stay. In an age where artificial intelligence will dominate, the hotel industry is undergoing a transformation where technology and humans will come together to offer a more engaging, personalised and ultimately satisfying experience for the hotel guests of the future.

Dr Donagh Davern is a lecturer at Munster Technological University and a former hotel General Manager

“The hotel of the future is more streamlined, with technological advances –particularly in the area of AI – integrated at its core”

Dr Donagh Davern

My Most Memorable Meal

Memories and food are for me something that go hand in hand, much like music, where a song can transport you back to a specific moment in your life. A dish or meal can create similar feelings of nostalgia, typically of the fondest kind. The first time you smelled freshly baked bread at home, the first taste of a perfectly poured pint of Guinness or the experience of a first oyster or scallop… all are valid and equally memorable.

For me, the most memorable meal I’ve ever had was at Aimsir restaurant in Kildare at the very end of 2019. It was memorable for many reasons. It marked my first visit to a restaurant that year, as my time had been

“Aimsir was such a beautiful space, warm and welcoming, unlike anywhere I had ever been in Ireland before”

entirely consumed by work. Throughout that whole year, if I wasn’t in the kitchen, it meant the restaurant physically couldn’t open. So when my business partners from Circa told me we were going, I didn’t need to be asked twice. I wasn’t sure what was harder – getting the booking or keeping me from going.

When we arrived, we were warmly greeted by Majken and her team and congratulated for being included in the recently announced Michelin Guide that year. Aimsir had won two stars, while we had received a Bib Gourmand. Although not quite the same it was still a significant achievement for us, considering the limited investment we’d had to put into the restaurant and the fact we were a small DIY establishment in a Dublin suburb that had opened less than six months earlier.

Aimsir was such a beautiful space, warm and welcoming, unlike anywhere I had ever been in Ireland before. I had dined in plenty of other Michelin-starred restaurants but none quite like this. The food was creative, original and utterly delicious. There were 18 dishes in total, all of which I still vividly remember to this day. The interactive service from Jordan and his kitchen team, all carried out in the centre of the room, was like watching someone conduct an orchestra.

The sight of so many Irish ingredients and the ability of two individuals from Cornwall and Denmark to create food, hospitality and an atmosphere that encapsulated everything I loved about Ireland completely blew my mind and created a sense of nostalgia that I didn’t even know was possible. It was a dining experience I’m grateful for to this day.

Gareth Naughton is Head Chef at Neighbourhood Naas

Proud Sponsor of Ireland's Afternoon Tea Hotel Award