Hotel & Catering Review - August 2014 by Ashville Media Group

Hotel

& Catering

Review

News Maldron Hotels is New Rose of Tralee Sponsor Profile Temple Gateâ&#x20AC;&#x2122;s Paul Madden Promotes Town & County Business Matters Crowe Horwath on Managing Your Hospitality Asset Investment Conferencing How to Convert Lobby Traffic into Conference Clients

AUGUST 2014

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A Corporate Comes Travelling Making the Most of the MICE Market

I r e l a n d â&#x20AC;&#x2122; s p r e m i e r m a g a z i n e f o r t h e h o s p i t a l i t y & c a t e r i ng i n d u s t r y

ScholarS Townhouse Hotel

Originally built in 1867 as a schoolhouse by renowned Architects Ashlin and Pugin who are noted for designing many parliamentary buildings across Ireland and the UK. The Late Victorian building was renovated by the McGowan family in 2005 and have transformed the magnificent building into a boutique Hotel. The McGowan Family operate the Hotel to a very professional standard having created a homely atmosphere throughout the hotel and have built up a superb team recently winning “Best Hotel Restaurant Co. Louth 2013 & 2014” through the Restaurant Association of Ireland. The Hotel is comprised of Boutique Accommodation, Fine Dining Restaurant, Gastrolounge and conference facility. Scholars Townhouse Hotel is an excellent food destination and an ideal romantic retreat for couples in close proximity to all of Drogheda’s fantastic amenities.

Special Industry Midweek Offer 2 nights Dinner Bed and Breakfast & 1 Evening meal with a bottle of wine €125pps (valued at €250)

Web: www.scholarshotel.com Email: info@scholarshotel.com Phone: 0419835410 Tweet: @scholarshotel

Scholars Townhouse Hotel • King Street • Drogheda • Co. Louth

CONTENTS 2

Editor’s View

News & Views

On the Move New Appointments, Promotions and Recruitment.

25 Health & Safety You’re more likely to contract norovirus from eating at a local restaurant than on a cruise and the food service workers are likely to be to blame. Jason Burnett, technical director at Cristal International Standards, reports.

Cover Story Are You Maximising the Corporate Market’s Potential?

The business traveller market is a major source of potential new business for Ireland’s hoteliers. However, a survey by online hotels solutions provider HRS reveals that Irish hoteliers need to get better at giving corporate customers what they want.

26 Dine Hotel & Catering Review’s Dish of the Month is Starter of stuffed peppers, main of pork with pineapple kebabs, and a sticky sweet banana dessert from Keelings’ nutritionist Aveen Bannon. 27 Wine Cálem Port is the latest exclusive agency to be acquired by family run wine and spirts distributor J&C Kenny and it is making a big splash on the Irish market. 28 Business Matters When considering investment in a hospitality asset there are many stages in its lifecycle, with asset management being just one aspect. Anne Walsh, Director, Horwath HTL, looks at the risks involved for investors and owners.

Profile Destination Clare

Hot on the heels of their four star classification award from Fáilte Ireland, the Temple Gate Hotel’s General Manager Paul Madden talks about investing in the tough times and why he is passionate about promoting his town and the county.

Conferencing Ultimate Meetings Experience Radisson Blu Hotels in Ireland took a rather unusual approach to showcasing their ‘Experience Meetings’ concept last month by bringing their brand to meeting planners and visitors via a purpose-built truck measuring over 20 metres in length.

30 Conferencing Conference planner Ciara Feely advises hoteliers on how they can convert their lobby traffic into conference clients. 36 Five Minutes With This month Hotel & Catering Review talks to Michael Hunter, the new Head Chef of Scholars Townhouse Hotel.

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EDITOR’S VIEW

Editor Maev Martin Email: maeve.martin@ ashvillemediagroup.com Telephone: 01 432 2271

August is technically the first month of autumn but most of us still think of it as summertime, the last holiday month before the kids go back to school and we all get even busier than we already are during the run into Christmas. Given that, for most tourism businesses, the summer season ends in October, it must be reassuring for Hotel & Catering Review readers and for the wider industry to see that the country is continuing to experience robust growth in visitor numbers. In fact, Ireland is set for the best tourist season since the downturn began, with the CSO’s latest figures showing that growth in overseas visitor numbers accelerated in the April to June period. Overall trips to Ireland were up by 10% in the first six months of 2014 compared with the same period in 2013. Visits from Mainland Europe grew by six per cent. North America registered an increase of almost 11%, while visits from Great Britain were up by 14%. Visits from the rest of the world, mostly long-haul and developing markets, were up by 13%. Welcoming the CSO figures, Fáilte Ireland’s CEO Shaun Quinn said the increase in numbers from the UK is “extremely impressive. The performance of our biggest overseas market is exceeding all expectations. All our other key markets are also delivering extra visitors, tourism businesses around the country are upbeat, and we seem set for our best tourism season since the downturn began.” However, he said that complacency would be one of the key challenges to tourism growth over the next few years. “We need to work hard to maintain that balance of good value and quality which the sector has achieved in recent years,” he said. “Whether it is through new exciting propositions such as the Wild Atlantic Way or via the latest innovations in digital and social media, Fáilte Ireland will be using every opportunity we can identify to maximise tourism growth and to ensure that the sector delivers the additional revenue and jobs which this country needs.” The Wild Atlantic Way is one of the most exciting tourism initiatives to have been introduced in this country in recent decades and is a major part of Fáilte Ireland, Tourism Ireland’s and the other industry representative associations’ plans to significantly grow tourism revenue and jobs. Its launch in March of this year generated a lot of excitement and expectation about the benefits it can bring to the tourism and other businesses along the route, as well as to the wider economy along the western seaboard. As we move into the autumn season (almost!) Hotel & Catering Review is planning a series of monthly reports that will profile different aspects of the Wild Atlantic Way, including the counties covered by the route, its 59 ‘Discovery Points’, including its ‘Signature Discovery Points’, and the many businesses dotted along with way. So if you are running a hotel, restaurant or other tourism business near or along our now world famous coastal touring route Hotel & Catering Review would love to hear your story. What impact, if any, has this unique initiative been having on your operation? Why not email me at the address on this page or call (01) 432 2271 and we will share your experiences with the wider industry.

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“ Ireland is set for the best tourist season since the downturn began, with the CSO’s latest figures showing that growth in overseas visitor numbers accelerated in the April to June period.” VISIT US ONLINE

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www.facebook.com /hotelandcateringreview Editor: Maev Martin Editorial & Production Manager: Mary Connaughton Design: Alan McArthur Layout: Alan McArthur/Antoinette Sinclair Advertising Design: Colm McDermott COVER IMAGE: Thinkstock.com Stock Photography: Thinkstock.com Production: Nicole Ennis Sales Director: Paul Clemenson Managing Director: Diarmaid Lennon Published by: Ashville Media, Old Stone Building, Blackhall Green, Dublin 7. 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 2014. 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.

News & Views

NEWS & VIEWS Margaret Clapham, Business Development Director, Sodexo Ireland, with Matt Dawson, MBE, Brand Ambassador and Sean Haley, Head of Business Development, Sodexo UK and Ireland.

Mount Charles Group

Celebrates 25th Anniversary The Mount Charles Group recently celebrated its 25th anniversary with a gourmet dinner in Belfast’s Waterfront Hall. Founded as a one-man operation in 1988 by Trevor Annon, The Mount Charles Group now employs more than 1,500 employees at sites across the island of Ireland and the UK. Initially focusing on the catering sector, over the past quarter of a century the company has developed and expanded into a provider of cleaning, vending, retail and business support services. Security is the most recent service to be offered to new and existing clients by The Mount Charles Group. This is as a result of a joint venture with the RMS Group. Over the past 25 years The Mount Charles Group has been able to play a critical role in helping provide vital support services for some of the most important functions in the evolving history of Northern Ireland, including the Good Friday Agreement Talks and the G8 Summit. “While the majority of our growth over the next five years will come organically, we also intend to be acquisitive,” says the Group’s Managing Director Cathal Geoghegan. “As a result we will see the spread of operations continuing to grow with an increasing share of revenue coming from the ROI and GB. We see the revenue of the business growing to in excess of £40m, a figure that will double our current turnover. And employment across the Group is expected to grow to in excess of 2,500 as we continue with a carefully calibrated approach to all sectors of the Group during the same period.”

Pictured at the event is Cathal Geoghegan, Managing Director, Siobhan Lynch, Operations Director, Contracted Services, Christine Magee, Sales and Marketing Director, Trevor Annon, Chairman, and Ciara Murray, Retail Services Director.

Sodexo’s Margaret Clapham Wins Sales Excellence Award Sodexo Ireland’s Business Development Director, Margaret Clapham, recently won the Sales Excellence Award for the company’s corporate services division. Margaret’s win was announced at the company’s annual growth conference in Warwick, UK on July 1st. Margaret joined Sodexo Ireland in 2003 and the company has experienced business growth year-on-year under her direction. She was voted Best Sales Director at the inaugural European Women in Sales Awards in London in December 2013. In recognition of her achievement, Margaret received an all expenses paid trip with her partner to a European destination of her choice. “Margaret has succeeded against the backdrop of a fiercely competitive marketplace and has achieved strong retention and growth for the company in Ireland,” says Margot Slattery, Managing Director, Sodexo Ireland. “She has taken on all challenges put in front of her and has evidenced exemplary leadership skills.”

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News & Views Ministers Paschal Donohoe and Michael Ring are pictured with Mary Collins of Fáilte Ireland’s Dublin Now team at the launch of Dublin Goes Country.

Dublin Goes Country Without Garth Minister for Transport, Tourism and Sport, Paschal Donohoe announced on July 16th that Fáilte Ireland, Tourism Ireland and Dublin’s tourism industry were stepping in to ensure that the many thousands of Garth Brooks’ fans would still have a weekend to remember if they went ahead with their travel plans to the city in the last weekend of July. Fáilte Ireland developed a ‘Dublin Goes Country’ campaign with some specially created country and western events to complement the range of events and activities that Dublin was already offering visitors during the July 25th to 29th period. These included a series of music events at a variety of venues, themed menus at Dublin bars and restaurants, and a series of nightly events featuring food, dance and music. Highlights included: Whelan’s Bluegrass, Country & Roots Festival, July 25th to 27th; “In Lonesome Dame” – live outdoor music in the Dame St District, July 25th to 27th; An ‘OK Corral’ Busking Trail – July 26th – from the Grafton Quarter to Wolf Tone Square - a busking trail of well-known and up and coming acts playing in key locations; and Stetson and the City on July 25th, a one-day music trail which showcased some of the best new country and folk bands in Ireland and was organised by the people behind Breakingtunes Irish Music portal and Hard Working Class Heroes Festival. Fáilte Ireland promoted ‘Dublin Goes Country’ through VisitDublin.com, as well as via a variety of other digital channels and PR. Tourism Ireland also promoted the initiative through their own overseas platforms. Many tourism businesses took part that weekend, providing their own themed and related special events, as well as special offers.

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Spotlight on Wild Atlantic Way in UK More than two million people living in Manchester and Birmingham are hearing radio ads for the Wild Atlantic Way right now. Tourism Ireland has teamed up with Flybe and Ireland West Airport Knock to highlight airfares to Knock from Manchester and Birmingham this summer. The ads have been running during July and August to remind potential holidaymakers living in and around both British cities why they should put this part of Ireland on their wish-list for a holiday or short break this summer. The ads are airing on popular radio stations like Capital FM, Heart West Midlands and Key 103, urging listeners to come and explore ‘Ireland’s most beautiful beaches, harbours and headlands’. The campaign also includes online advertising on popular leisure, travel and outdoor websites. “Great Britain is the largest single market for tourism to the island of Ireland and we are really pleased to see strong growth of +13% in British visitor numbers for the first five months of 2014,” says Vanessa Markey, Tourism Ireland’s Head of Great Britain. “We are determined to ensure that growth continues. Tourism Ireland is undertaking an extensive programme of promotions in Britain throughout 2014, which includes a major focus on the Wild Atlantic Way. Co-operative campaigns, like this one with Flybe and Ireland West Airport Knock, are an important element of our programme to boost travel to Ireland.”

News & Views

Restaurant Patrick Guilbaud Chef Wins Patisserie Championship Aoife Noonan, Pastry Chef with Restaurant Patrick Guilbaud, won The Valrhona Pâtisserie Championship 2014, which was held in DIT Cathal Brugha Street on June 10th. The Championship aims to promote and advance standards among pastry chefs on the island of Ireland. Aoife saw off stiff competition from the other four finalists - Patrick O’Mara, The Lady Helen Restaurant, Yoann Avignon, L’Atitude 51, Paula Hannigan, GMIT, and Norma Kelly, DIT - to win the fourth edition of this award. The theme for the 2014 championship was ‘StresseD’ (StreetRestaurantDessert). Aoife was required to showcase the upside of stress; the stress that helps us to create and break new ground. Using Valrhona chocolate, Aoife had four hours on the day to produce two interpretations of her dessert - a plated Restaurant Dessert and a Street Food version - which illustrated the StresseD theme. The jury, presided over by international judge and Executive Pastry Chef at the Four Seasons Hotel in London, Loic Carbonnet, also included Benoit Lorge, Chocolatier and Proprietor of Lorge Chocolates, Kenmare, Cyril Borie, Chocolatier and Proprietor of L’Art du Chocolat, Kildare, Freda Wolfe, Culinary Manager of Odaios Foods, and Philippe Verdelet, Head Pastry Chef of Carton House, Maynooth. Food blogger Ketty Elisabeth was the Street Food judge on the day. The competition was overseen by Andrew Gravett,

(l-r): Norma Kelly, Yoann Avignon, Aoife Noonan, Paula Hannigan and Patrick O’Mara.

Winning dessert, ‘Java’ Cake

Northern European Pastry Chef for Valrhona. Aoife’s winning Restaurant Dessert, titled The ‘Java’ Cake, consisted of a Coeur De Guanaja Cremeux and Espresso Jelly on a Chocolate Pâté Sablée Base, completed with a Jivara opaline tube filled with a Tia Maria Espuma and accompanied by a Guanaja & Tonka bean sorbet. Her Street Food version, ‘The Espresso Shot’, was a Tia Maria sphere coated in Ivoire chocolate and rolled in Coeur De Guanaja Sablée, crushed coffee beans and Jivara Tuile shards. She

Winning dessert, The Espresso Shot, Street Food Version

used four different Valrhona chocolates to create her Restaurant Dessert; Coeur de Guanaja P125, Araguani 72%, Guanaja 70% and Jivara 40%. Aoife’s winning dessert is now featured on the à la carte menu of Restaurant Patrick Guilbaud. This is the fourth edition of the Championship and the second time that a pastry chef from Restaurant Patrick Guilbaud has won. Aoife joins a top line-up of previous winners, including Marion Dony, former Pastry Chef at Restaurant Patrick Guilbaud

(2012), Darren Hogarty, Pastry Chef at Chapter One Restaurant (2010) and Ludovic Lantier, former Pastry Chef at Powerscourt Hotel (2009). As the 2014 winner Aoife will receive a three day Stage in l’Ecole du Grand Chocolat Valrhona in Tain l’Hermitage, France, including meals, accommodation and flights, a tasting menu in Maison Pic, a three star Michelin Restaurant in Valence, and a copy of Au Coeur des Saveurs by Frederic Bau, the Executive Pastry Chef and Director of l’Ecole du Grand Chocolat, Valrhona.

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News & Views 10 Million Indian TV Viewers To See Ireland in HD A major Indian travel TV channel, travelxp HD, filmed in Ireland recently as guests of Tourism Ireland. They were here to record some of the unique experiences that their viewers can enjoy on holiday in Ireland. The travel programme, which will air this autumn, will be seen by more than 10 million viewers across India who have a passion for travel and adventure. During their time here, the crew captured footage in Dublin (at places like the Phoenix Park, Malahide Castle, Howth, St Patrick’s Cathedral and the Chester Beatty Library); in Limerick (at King John’s Castle and the Hunt Museum); in Co Clare (at Bunratty Castle and Folk Park, the Burren Smokehouse, a surf lesson in Lahinch and an evening of traditional Irish music in Doolin); and in Galway (at Dunguaire Castle, Moran’s Oyster Cottage in Kilcolgan and in Galway city and Connemara). Tourism Ireland wants to capitalise on the fact that India is now one of the fastest-growing tourist-generating countries in the world and grow the number of Indian tourists to the island of Ireland from the current estimated 21,000 per year. India is expected to reach 50 million outbound travellers by 2020.

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Dublin Pitches for €40m Worth of German M&E Business

TV presenter Olivia Cox gets a surf lesson from Ben Bennett of Ben’s Surf Clinic in Lahinch. Also pictured are Producer Santosh Singh, Cameraman Abhishek Surendra Jain, Director Joseph Panikulan, Arundhati Sawant, Tourism Ireland, and Karen Goggin, Fáilte Ireland.

Dublin played host to Germany’s top meetings and events organisers last month as they arrived to experience all that the city has to offer. Corporate event management company, Event Partners, joined forces with Fáilte Ireland to bring these high profile agents and corporate event planners to Dublin. “To have this group of influential agents in Dublin was a perfect opportunity for our industry to showcase Dublin and all it has to offer and hopefully win some of the €40m worth of business that these agents represent,” says Ciara Gallagher of Fáilte Ireland. The big pitch for business was the result of a strategic public/private approach to growing Dublin’s slice of the business visitor market. The event was supported by Fáilte Ireland, The Four Seasons, Lufthansa, STR Destination Handling and Event Partners. The group stayed at the Four Seasons Hotel where an industry workshop took place. The VIP visitors were also treated to a number of trips, including visits to the Guinness Storehouse, the Marker Hotel and Royal Hospital Kilmainham, as well as a specially organised food walking trail. The majority of the group came from Germany with others from Switzerland, Austria, Poland and the Czech Republic. The group manage approximately €40m worth of corporate meetings and events throughout the world every year. Event Partners, already well-established in the German market, are hoping to secure a big slice of that business for Ireland following the event. The business tourism sector is worth €579m a year to the Irish economy, supporting 19,000 jobs.

News & Views

23% of Irish Consumers Eat Out Once a Week

New research from Bord Bia has revealed that eating out is back on the menu for 23% of respondents who claim to eat out once a week, while 11% eat out two to three times per week, on average. The research was commissioned by Bord Bia during the month of July 2014 to coincide with the fifth anniversary of the Just Ask

campaign, which encourages diners to seek out information on where the food on their plate originates from when eating out. When asked the main reason for dining out, the Bord Bia research indicates that 34% like to catch up with friends over a meal, while 27% cited a special occasion as the main reason they dine out. Over a quarter of those

surveyed (28%) said they do not need a reason to go out for a meal and like to eat out ‘just because’ they feel like it. Restaurants still prove to be a popular choice for ‘date night’ with 16% choosing a romantic restaurant setting to woo their other half. Almost 90% of respondents registered traceability and the origin of food as being high on the priority list when selecting a restaurant to dine in. Availability of meal deals and offers and healthy food choices, together with helpful and efficient staff, were cited as important factors for diners when choosing where to dine out. Price was the key decider for almost 80% of diners when selecting a restaurant. When it comes to choosing an establishment to dine in, it’s not surprising that table service restaurants

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were selected as a preferred option among 63% of those surveyed, with nine per cent opting for a café or coffee shop and only five per cent choosing a bar. “We’re delighted to see that consumers are still fans of eating out, which indicates that Irish establishments are offering great value and traceability when it comes to developing their menus,” says Bord Bia’s Maureen Gahan. “We want to continue to encourage diners to look for food origin information on menus and if it’s not listed on the menu, then Just Ask.” Selected by renowned food writer Georgina Campbell and Bord Bia, the Just Ask Restaurant of the Month rewards eateries across Ireland that have committed to showing transparency in the sourcing of the food on their menus.

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News & Views

The Doyle Collection Holds Inaugural Chefs’ Forum

The Executive Chef team from The Doyle Collection’s eight hotels in Ireland, the UK and the US recently came together for the inaugural Chefs’ Forum at The Westbury Hotel. The team gathered to share their knowledge, expertise and enthusiasm relating to all things culinary. Part of the day involved a baking workshop where the Executive Chefs combined their talents, shared their Doyle Collection signature dishes and recipes, and served up some delicious cakes, breads and pastries, including a mouth-watering Guinness brown bread, fluffy afternoon tea scones, and lemon rosemary drizzle cake, all of which were donated to Focus Ireland after the event. Executive Chefs from London, Washington DC and Bristol flew in for the event, providing the perfect opportunity for the culinary team to share their ideas, recipes and the latest food trends from their respective areas. The Forum was organised as part of The Doyle Collection’s on-going multi-million investment in its food and beverage outlets across Ireland, the UK and the US. “This inaugural Chefs’ Forum is the ideal opportunity for our hugely talented chefs to come together, collaborate, share knowledge and develop their skills even further,” says Pat King, CEO of The Doyle Collection. “At The Doyle Collection, we are committed

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to helping our employees grow and develop in each hotel and as a wider family. Food plays a central role in The Doyle Collection experience. All of our hotels are located in prime city locations and while they each have their own individual style and design, we see food as a common thread which identifies them as part of The Doyle Collection. We are also delighted to be able to continue to support the great work of Focus Ireland through this event.” The baked treats were donated to Focus Ireland’s coffee Shop in Temple Bar. Open every day, this service provides quality, affordable meals for homeless adults, families and children in a safe and warm environment. In 2013 Focus Ireland’s coffee shop served over 70,000 hot meals. The Doyle Collection comprises eight luxury hotels in five key cities - London, Bristol, Dublin, Cork and Washington DC. The Doyle Collection is a member of the Global Hotel Alliance (GHA), the world´s largest alliance of independent hotel brands. GHA currently includes brands such as Anantara, Art Series, First, Kempinski, Individual Collection, Leela, Lungarno Collection, Marco Polo, Mokara, Omni, Pan Pacific, Parkroyal, QT, Rydges, Shaza, Tangram and Tivoli. The alliance encompasses over 320 upscale and luxury hotels with over 75,000 rooms in 57 different countries.

(l-r): Pat King, Chief Executive Officer of The Doyle Collection, Sandeep Singh, Executive Chef at The Westbury Hotel, and Eleanor Flew, Focus Ireland, at the inaugural Chefs’ Forum at The Westbury Hotel.

News & Views

Origin Green Ambassador is Lovin’ His Time in McDonald’s Origin Green Ambassador Philip Corcoran recently completed a six-month placement with McDonald’s in the UK as part of the Bord Bia Origin Green Programme. Philip was one of ten ambassadors who were assigned to a particular market. Each participant promoted Origin Green in their area and communicated the benefits of sourcing from Ireland to local trade, customers and key global accounts. As part of his internship Philip worked with the McDonald’s Supply Chain Management team, learning about and working on the McDonald’s Sustainability Beef Programme. McDonald’s is committed to working directly with farmers and suppliers to source sustainable beef. Origin Green is the only sustainability programme in the world that operates on a national scale, uniting government, the private sector and food producers through Bord Bia. Independently verified, it enables Ireland’s farmers and producers to set and achieve measurable sustainability targets. The Origin Green members are fully committed to developing more stringent ways of working which will see 100% of Ireland’s food and drink exports on the road to sustainability by 2016. Part of the Bord Bia Origin Green Programme, Origin Green Ambassadors play an important role in building awareness for the Irish food and drink’s industry’s sustainability credentials around the world.

(l-r) Philip Corcoran, Origin Green Ambassador Bord Bia, Michael Murphy, Director of Markets, Bord Bia, and Adrian Crean, Managing Director, McDonald’s Restaurants of Ireland.

Two SMEs Selected to Work with Compass Group Ireland Compass Group Ireland recently hosted The Idea Works!, an initiative to encourage Irish SMEs in the foodservice, hospitality and facilities management industry to come forward with cutting-edge products, solutions and applications. This was the first time that the initiative came to Ireland, having been previously rolled out by Compass Group UK since March 2012. From the entries received, four companies were shortlisted to present their ideas to the judges at the Aviva Stadium on June 25th. On the day, companies made a 15 minute presentation of their ideas to the panel of four judges and responded to questions from each judge before learning their decision. The interactive presentations included sampling of products and demonstrations. Two companies received a yes verdict from the judges. They will now work with Compass Group Ireland to further develop their products and bring them to market. Mariko Sparkling Green Tea, Ireland’s first carbonated 100% natural green tea, received the seal of approval from the judging panel. The other winning product was the Ideal Hygienic Office Drinking Water Cooler, whose USP is that it is packaged in a recyclable box, avoiding the hassle and mess associated with full and empty bottles and eliminating any concerns associated with sanitising. “The aim of The Idea Works! is to give SMEs an opportunity to bring their exciting new products to market and to ensure that as a company we are continuously keeping up with the latest trends and innovations,” says Compass Group Ireland’s Fiacra Nagle. “We were extremely impressed with the quality of the entries we received and we look forward to bringing the event back to Ireland again next year.”

The Idea Works! judges at the Aviva Stadium (l-r): Maureen Gahan, Foodservice Specialist, Bord Bia; Cailin Keaney, Strategic Business Development Manager, Compass Group Ireland; Mark Lee, Commercial Director, Compass Group Ireland, and Barry Emerson, Executive Chef, Compass Group Ireland.

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Hotel

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Review GOLD MEDAL

AWARDS

2014

Finalists 2014 The judging of the Hotel & Catering Review Gold Medal Awards 2014 has been completed and this year’s nominees across over 20 categories have been selected. Our events team are reporting a 12% increase in entries this year with over 480 entries received.

SERVICE TO INDUSTRY Award 2014

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Hideaway of the Year (Public Vote) • Ard na Sidhe • Cromleach Lodge • Gregan’s Castle Hotel • Inishbofin House Hotel • Lough Inagh Lodge Hotel • The Castle at Castle Leslie Estate • The Lodge at Castle Leslie Estate Value for Money Hotel (Public Vote) • Ariel House • Crowne Plaza Northwood • Dunraven Arms • Great National Abbey Court Hotel • Limerick Strand Hotel • Radisson Blu St Helen’s Hotel • The Lodge at Castle Leslie Estate City Hotel of the Year (Public Vote) • Hayfield Manor • No. 1 Pery Square • The Croke Park Hotel • The Dylan Hotel Sponsored • The Marker by • The Merchant BWG • The River Lee Hotel • The Westbury Hotel Customer Experience • Adare Manor Hotel & Golf Resort • Aldridge Lodge • Ananda Restaurant • Ariel House • Brasserie on the Corner • Lough Inagh Lodge Hotel • The Brehon • The Castle Leslie Estate Eco-Friendly Hotel of the Year • Gregan’s Castle Hotel • Radisson Blu St Helen’s Hotel • The Gibson Hotel • The River Lee Hotel

News & Views

Irish Tourism Enterprises ‘Meet’ In London Tourism Ireland, along with 11 Irish tourism enterprises, recently attended The Meetings Show, which took place at Olympia in London. Now in its second year, The Meetings Show attracts more than 3,600 conference and meeting professionals and event planners from around the UK and Europe. The three-day event provided the Irish tourism companies with an opportunity to do business face-to-face with the influential decision-makers in attendance through a series of prescheduled appointments and networking opportunities.

(l-r): Pat Delaney, SoolELLA; Caitriona Lavery, Hastings Hotels; Rachael McGuickin, Visit Belfast; Paul Kennedy, The Meetings Show; Joyce McElroy, Tourism Ireland; Ciara Gallagher, Fáilte Ireland; former boxer Barry McGuigan; Sarah Dallas, Tifco Hotel Group; Shane McGuigan; Mary Keating, Tourism Ireland; Donna Brogan, Dublin Convention Bureau; Evelyn O’Sullivan, Cork Convention Bureau; and John O’Neill, Lough Erne Resort, at The Meetings Show in London.

Business Buzz in Germany Twelve Irish tourism enterprises travelled to Germany to take part in a business tourism workshop and networking event in Düsseldorf, which was organised by Tourism Ireland to highlight the island of Ireland as a world-class conference and business tourism destination. The Irish delegation met and did business with more than 60 senior representatives of German companies involved in the MICE (meetings, incentives, conferences and events) industry who are responsible for organising international conferences, meetings and large-scale incentive events around the world for their clients.

Taking part in Tourism Ireland’s business tourism workshop and networking event in Düsseldorf, Germany, were (l-r): Aoife Kernan, Tourism Ireland; Christoph Haustein, TIFCO Hotel Group; Paula Carroll, Ashford Castle; Cathy Joyce, Citywest Hotel; Bronagh McKee, Ballsbridge Hotel; Stefanie Bück, Advantage ico; Susan Sheahan, Clyde Court Hotel; Karina Dunne, Druids Glen Resort; Michelle Blake, The Marker Hotel; Julia Rozenberg, Aer Lingus; Gina Passi, Royal Marine Hotel, Dún Laoghaire; John Callely, Odyssey International; and Áine Comerford, Waterford Castle Hotel & Golf Resort.

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Maldron Hotels is New Rose of Tralee Sponsor

(l-r): Sinead Boyle from Dublin who was the Rose of Tralee in 1989, the current Rose of Tralee Hayley O’Sullivan, and Patrice Lennon, Head of Sales and Marketing at Dalata Hotel Group, at the announcement that Maldron Hotels is the official hospitality partner for the Rose of Tralee Festival 2014.

A recent survey has found that almost a quarter of viewers in Ireland considered the proposal to the New Orleans Rose one of the most standout Rose of Tralee moments in memory. Conducted by Empathy Research, the findings also revealed that the Dublin Rose break dancing and the re-enactment with Crystal Swing were the second two most unforgettable moments in the 55 years that the festival has been running. The research results, commissioned by Maldron Hotels, come in the wake of an announcement that the hotel brand is a new sponsor and the main accommodation provider for the Rose of Tralee International Festival 2014. The Rose of Tralee ranked as the 15th most watched RTE programme in 2013, with the study revealing that more than three in every five adults living in Ireland (62%) tune in to see young women of Irish origin and descent celebrating Irish culture each year in Tralee. The survey has also found that 45% of viewers are requesting more behind the scenes footage of the TV show, which this year is once again fronted by Kerryman, Dáithí Ó Sé. The sponsorship of the Rose of Tralee Festival 2014 for Maldron Hotels consists of prominent positioning of the Maldron brand during the televised selection nights on August 18th and 19th, as well as access to the festival’s many prestigious events and high profile branding opportunities. In return, Maldron Hotels offers the Rose of Tralee Festival 2014 access to Ireland’s largest hotel group, which has 39 properties, over 6,000 bedrooms and almost 4,000 staff throughout Ireland and in the UK.

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Columbia Sportswear Chooses Ireland to Road-Test Clothing Range Following a pitch made by Fáilte Ireland, global sportswear company, Columbia chose Ireland for their prestigious 2014 annual press event where they bring some of the world’s top outdoor and adventure media to a specially selected adventure location. This year they brought almost 20 media from the US, Canada, Germany and the UK to sample a piece of the Wild Atlantic Way in Donegal, as well as experience some of what Dublin has to offer. Footage shot and photography taken on the trip will be used to promote their 2015 clothing range globally. After spending a night in Dublin, the group headed to the North West for a three night stay in Donegal where they sampled all that the region has to offer the adventure traveller, including participation by some of the group in the adventure race, Gaelforce North, as well as ‘coasteering’, sea kayaking and hiking. Andy Nordhoff, PR Manager with Columbia Sportswear, said that the Wild Atlantic Way provided the perfect environment to try several new adventures, “from the Gaelforce North race to hiking the beautiful cliffs and sea stacks along the coast. I was struck by the variety of excursions available to test our new Spring 15 collection. I feel like we barely scratched the surface and can’t wait to return”.

News & Views

Decision-makers from leading British business tourism companies enjoying a visit to Powerscourt Estate, with Dara Cruise, right, and Deirdre O’Brien, second right, both Powerscourt Hotel, and Joyce McElroy, Tourism Ireland, third right.

Business Tourism Companies on Fact Finding Mission Seven decision-makers from leading business tourism companies in Great Britain enjoyed a fact-finding visit to Dublin and Wicklow recently as guests of Tourism Ireland. The group included senior representatives of companies involved in the MICE (meetings, incentives, conferences and events) sector, who are responsible for organising international conferences, meetings and large-scale incentive events around the world for their clients. The group enjoyed a walking tour of Dublin, taking in various meetings and events venues like Smock Alley Theatre, Trinity College and Dublin Castle. They also inspected the facilities at The Convention Centre Dublin and the RDS Conference Village, as well as hotels like the Westin, the Morrison, the Marker and the Clarence. In Co Wicklow, they visited the Powerscourt Estate and stayed at the Powerscourt Hotel in Enniskerry.

French and Belgian journalists enjoying a tour of the monastic site at Glendalough, with Christian Carbonne, Luxair (second right).

Pictured at the presentation are (l-r): Maurice Buckley, Chief Executive, NSAI, Niamh Cray, Human Resources Manager, and Margot Slattery, Managing Director, with John Perry, Minister of State at the Department of Jobs, Enterprise and Innovation.

Margot Wins Excellence Through People Award Sodexo Ireland was presented with the NSAI Excellence Through People accreditation on May 14th at a ceremony in Dublin organised by the National Standards Authority of Ireland. The accreditation denotes the achievement of world class standards in human resources management. “Despite the downturn, employee engagement is a major priority for many of our global clients as it is for ourselves,” says Niamh Cray, Human Resources Manager for Sodexo Ireland. “We assist our clients with their employee engagement policies by providing a broad range of services on-site to maintain and improve the quality of their working life.”

Wicklow Wows Influential Journalists Four leading journalists from France and Belgium visited Wicklow and Dublin last month as guests of Tourism Ireland and Belgian airline Luxair. Representing various online and print publications, the journalists were here to experience some of the many things to see and do on a holiday in Ireland - and, in turn, to inspire their readers to come and experience the destination for themselves. The group’s itinerary included a visit to Powerscourt House and Gardens, followed by a guided tour of the monastic site at Glendalough. They also enjoyed a Viking Splash Tour, a visit to the Guinness Storehouse, and an evening of Irish music and dance at the Irish House Party in the Lansdowne Hotel in Dublin. Luxair will operate four direct flights from Luxembourg to Dublin every week this summer and Tourism Ireland’s Danielle Neyts says the organisation will be taking every opportunity to highlight the route.

hotel & catering review

News & Views Sandymount Hotel Wins Eco-Label Sandymount Hotel was recently awarded an Eco-Label Certificate from the Green Hospitality Programme (GHP). The hotel has adopted an environmental policy and Green Hospitality’s environmental charter, which promotes responsible tourism within the Irish tourism and hospitality sector. Sandymount Hotel has a year-long eco-plan in place, which includes: a changeover to energy-saving bulbs to reduce the hotel’s consumption of fossil fuels while still preserving the unique features of the hotel’s Victorian building; a water conservation plan which involves new technologies, including aerator shower heads in all guest bathrooms; supporting Irish producers by sourcing locally wherever possible to reduce its carbon footprint; and protecting the environment by wasting less and recycling more. The GHP is an internationally recognised Irish organisation, supported by the EPA, that promotes responsible tourism and assists the hospitality industry to become more environmentally responsible through mentoring and certification programmes. Sandymount Hotel also promotes green transport by offering a bicycle hire scheme and a recently installed on-site electric vehicle charger. Sandymount Hotel joined the GHP in May 2013 and the hotel’s green team have been working to achieve Eco-Label silver standard since then.

Wi-Fi More Important Than Hot Water A recent survey of hotel guests by Wi-Fi service provider Bitbuzz reveals that 70% of Irish people are now ignoring the TV in their hotel room and choosing to stream content through services such as Netflix on their own laptops, tablets and smartphones. According to the survey finding, 70% of people would forego having a kettle in their room in order to have reliable Wi-Fi and 20% would go without breakfast while 36% would ditch the TV. For 5% of people surveyed, Wi-Fi is more important than hot water during a hotel stay. Over half of those surveyed said

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that the last time they stayed in a hotel in Ireland the Wi-Fi was slow (31%) or of a poor quality (25%). A total of 62% of respondents said they would pay for fast and reliable Wi-Fi. Twenty eight per cent of respondents said social media is the main activity they use hotel Wi-Fi for, with 23% using Wi-Fi to check their emails. “As a Wi-Fi operator with a presence in many hotel rooms, we wanted to ask what hotel guests wanted of their Wi-Fi,” says Shane Deasy, Managing Director of Bitbuzz. “Over the last year, we have noticed a shift from guests watching the

television to streaming their own content on a laptop or iPad but we were surprised that it was as high as 70%. Some of the other findings are more surprising – people are willing to pay in order to have reliable Wi-Fi that can support their browsing needs. We are continually upgrading our network and providing more high speed fibre optic connections to an increasing number of hotels across the UK and Ireland.” Bitbuzz now has over 12,500 hotel bedrooms in its network and over two million registered users across the UK and Ireland.

News & Views

Jurys Inn Raises €75,000 for Charity Partners Almost 600 Jurys Inn employees have raised €75,000 for charity, having walked, run, cycled, swam, golfed and abseiled their way through the Group’s 100 mile Charity Challenge. For the challenge, each of the Group’s 30 hotels and offices decided their own unique plans to cover 100 miles to raise funds for charity. Along with walking, running, cycling and swimming, some hotels planned something slightly more quirky such as completing the challenge in fancy dress or pyjamas, running on a treadmill in the hotel reception area, abseiling, kayaking and even bungee jumping. Monies raised by the Irish-based hotels, topped up by €30,000 pledged by Jurys Inn CEO John Brennan, will be split between the group’s long-term charity partner, Depaul Ireland, and several local Irish charities chosen by employees. This year’s initiative builds on the successful charity challenge held by Jurys Inn in 2013, when 250 employees participated in a 2,013 mile cycle across each of the group’s properties to raise €50,000.

Lenka Kolova, Guest Service Staff Reception at Jurys Inn Custom House, John Brennan, CEO of Jurys Inn, and Christine Littlefield, Senior Fundraising and Communications Manager, Depaul Ireland.

Powerscourt Hotel Launches Unique Booking System Powerscourt Hotel Resort & Spa has launched an online booking system for ESPA spa that now allows customers to make a live booking in the reservation system 24 hours a day. The system is the first of its kind in Ireland and Europe. The new online booking service, SpaDirect, was developed and is operated by Ryatta Group, a web development shop and technical consultancy specialising in hospitality industry solutions. The service was developed in partnership with PAR Springer-Miller SpaSoft, an activities management and scheduling software solution designed to meet the needs of resorts, day spas, medi-spas and health clubs. Spa Director Kellie Ann Hayden says the new live booking system is already a ‘huge success’ with customers who can now book a treatment within seconds.

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Commercial Profile

GLOBAL CONFERENCE BOOST FOR DUBLIN Dublin’s position as a ‘go-to’ venue for international conferences has just been further enhanced as Fáilte Ireland announced the securing of three more conferences for the capital with a potential revenue boost of almost €8 million.

The successful conference bids Include:

World of Coffee, organised by SCAE (Speciality Coffee Association of Europe) secured for the RDS in June 2016 with 4,000 international delegates

IBTTA (International Bridge, Tunnel and Turnpike Association) coming to the Hilton by Doubletree in September 2015 with 800 delegates British Elbow and Shoulder Society secured for June 2016 bringing 750 delegates for their annual meeting

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The announcement underlines the fact that business tourism – including conferencing - in Ireland is going from strength to strength. Worth €579 million a year, the business tourism sector grew 9% in 2013 and supports 19,000 jobs in Ireland. Already this year Fáilte Ireland’s Dublin Convention Bureau has secured 40 conferences worth almost €30 million for Dublin with many more in the pipeline. Emphasising that the winning of conferences such as these events showed that Ireland was positioning itself well to grow the business tourism sector, Sam Johnston, Fáilte Ireland Dublin Convention Bureau said – “With the news of another great revenue boost for Dublin clearly shows that our work to pitch Ireland

as the ideal business destination is paying dividends. Fáilte Ireland intends to build further on this growth, with a particular emphasis on incentive travel as well as a highly focussed and energetic approach to targeting and winning more large-scale international meetings, conferences and events to Ireland.” These figures were released by Fáilte Ireland, which works with Irish members of many international associations and societies (through its Conference Ambassador programme amongst other means) to bring international conferences to Ireland. Last year Ireland welcomed 84,000 international association conference delegates. The estimated value of an international association conference delegate at €1,400 is more than twice that of a leisure tourist in 2013.

Commercial Profile

Selection of

Top Tourism Towns

Are you considering inviting an international conference to be hosted in Ireland? To avail of Fáilte Ireland’s assistance visit www.meetinireland.com/ conferenceambassador or call Jennifer or Azeta on (01) 8847 256/189 and see how we can help.

Criteria for Tourism Towns • Sense of Place – How the town tells its own unique story to visitors, what’s special about it, and what distinguishes it from other towns. • Local Involvement - How the local community works together to provide an authentic visitor experience. • Tourism Products Available – What the town has to offer visitors. • Development and promotion of the town – How the town takes a unified approach to marketing and developing the town into a “tourism town”.

Underway for 2014

Fáilte Ireland has published the shortlist of 15 towns and villages from across the country that is being considered for the 2014 Tourism Towns Awards.

The competition, now in its third year, is designed to recognise Irish towns and villages where the local community goes the extra mile to enhance their appeal to tourists. The 15 towns will now be visited by a team of assessors who will look at how each town presents itself to visitors and tells its story. In particular, they will look for evidence of a high quality visitor experience and of involvement by the local community and businesses in delivering this experience. They will look at the quality of its attractions and sites of interest and how well the town promotes what they have to offer. This year sees a change to the format of the competition with titles awarded to Best Large Town and Best Small Town. The top ten

“Highly Commended Tourism Towns” will be announced at the National Tidy Towns Awards later in the year with the overall winners, Best Large and Best Small, to be announced by Fáilte Ireland in November. Paddy Mathews from Fáilte Ireland emphasised the important characteristics of a tourism town and how the award scheme seeks to recognise them – “These are towns that have already performed well in the Tidy Towns Competition, so we know that they are clean and well presented. Now we want to know how well they present themselves to their visitors. “A great tourism town is one that provides visitors with an unforgettable experience. It is a

town where the local businesses and the local community all contribute to shaping and delivering this experience. It also tells its story of its heritage and culture in an engaging way.”

Large Tourism Towns Long-list Ennis, Clare Cobh, Cork Killarney Kerry Kilkenny, Kilkenny Westport, Mayo Trim, Meath

Small Tourism Towns Long-list Glengarriff, Cork Kinsale, Cork Rosscarbery, Cork Portmagee, Kerry Carrick-on-Shannon, Leitrim Blackrock, Louth Beal an Mhuirthead (Belmullet), Mayo Ardmore, Waterford Lismore, Waterford

hotel & catering review

On the move

UK Sales Manager for O’Callaghan Group

Samantha Davies Samantha Davies has joined the O’Callaghan Hotel Group as UK Sales Manager. She is based in London and is focusing on generating business from the UK to Ireland, Gibraltar and the US markets. Samantha has worked in the hotel industry for almost ten years. From 2006 to 2012 she worked in a variety of revenue, sales and operations roles in the Ramada Jarvis Hotels and held the position of Cluster Sales Manager for three of the hotel’s properties in the South West of England and Wales. In 2012, Samantha joined Choice Hotels Europe as Global Sales Account Manager, working in their London office. Originally from Swansea, she graduated from Brunel University, London in 2006 with a B.A. (Hons) in Modern Drama and English. The O’Callaghan Hotel Group has four hotels in Dublin - Alexander, Davenport, Stephen’s Green and Mont Clare - as well as the Eliott Hotel in Gibraltar and the Annapolis in Maryland, US.

New Senior Team at Carton House

Carton House recently appointed two new members to its senior management team. Adrian McLaughlin takes over as the new General Manager while Monica O’Byrne is the Director of Sales and Marketing. Collectively, the duo have 50 years’ experience in the hotel industry and both are very excited to be working together. Monica brings with her over 28 years of experience from similar roles with The Fitzpatrick Hotel Group and Brennan Hotels. Adrian joins Carton House from The Gibson Hotel. He has 22 years of experience in the hotel industry. His early career was spent at the 900 bedroom Cumberland Hotel in London before being transferred to Belfast where he opened the Holiday Inn Belfast and lately the Merchant Hotel. He enjoyed 18 months at the Gibson Hotel before transferring to Carton. A graduate of the Northern Ireland Hotel and Catering

New Appointments, Promotions and Recruitment

hotel & catering review

Fitzers Appoints Head Chef

Adrian McLaughlin & Monica O’Byrne College, Adrian has won a number of awards and was President of the Northern Irish Hotels Federation for two years. He was also a board member of the Belfast Visitor and Convention Bureau. Monica is a past chairperson of Kilkenny Tourism. She is a past vicepresident of the Kilkenny Women’s Network and is a current member of the Irish Hotel Federation (IHF). The pair are enjoying a lively working relationship and are pleased at the results the business is producing to date.

David Moran

Fitzers Catering has announced the promotion of David Moran to Head Chef at Fitzers Corporate Catering. A graduate of Dublin College of Catering Cathal Brugha Street, David has worked as a chef for the past 18 years across a range of bistros, restaurants, hotels and large contract companies. David joined Fitzers Catering in 2003 and has been involved in a senior capacity at venues such as Croke Park, Dublin Castle, Slane Castle and all outdoor catered events.

on the

move

New Chef at Scholars Townhouse

Hospitality & Food Consultant Appointed

Scholars Townhouse Hotel in Drogheda has appointed Michael Hunter as its new Executive Head Chef. Michael’s role will be to continue the culinary success that Scholars has enjoyed over the past 10 years by leading its established culinary team. Michael will introduce new aspects to the hotel’s innovative methods of cooking and manage all aspects of the hotel’s food development. His experience in positions as Head Pastry Chef brought him to various five star locations such as Doonbeg, The Monart, and Harvey’s Point, as well as an array of accredited restaurants throughout Ireland and the UK. Michael’s previous role as Executive Head Chef in L’Ecrivain and his experience at the Michelin star restaurant means he will be an exciting new addition to the Drogheda culinary scene. Scholars Townhouse Hotel won the Best Hotel Restaurant in Co Louth award for the past two years and Michael’s appointment will undoubtedly bring more success to the hotel as he brings the Scholars’ pastry kitchen to new heights.

Eilish Kealy has been appointed Recruitment Consultant - Hospitality & Food Retail Division at the Noel Recruitment Group. Eilish works from Noel Recruitment’s Hospitality Division on Dawson Street in Dublin. She worked for over seven years with the Irish Hospitality Institute under various CEO’s, including Karl Reinhardt and Adrian Cummins, as well as the current CEO Natasha Kinsella. Eilish joined Noel Recruitment Group from Fitzpatrick’s Castle Hotel where she was Meeting & Events Manager. She joins a hugely successful Perm Team which is managed by Jerry O’Sullivan, Business Manager for Noel Recruitment Group.

Michael Hunter

Eilish Kealy

Are you topped with the Best Staff? We know that you employ the best staff but wouldn’t it be great if you knew where to get the cherry on top? Noel Recruitment, 27 years in operation, 6 years Hospitality NRF Winner, 12 Offices located around Ireland prides itself on being able to deliver the highest quality people to the very best of organisations. So whatever your needs are, from Chefs all levels, Restaurant Managers, Butchers, Bakers, General Managers, Receptionists, Grocery Managers, Operations Manager, Area Managers, Spa Managers or Heads of Departments from temp & short term contracts to full time placement we have it all covered. For further details of our Recruitment Division please contact: Jerry O’Sullivan - Business Manager Ireland, Hospitality & Food Retail T: 01 404 7161 M: 086 1001 444 E: jerry.osullivan@noel.ie

www.noel.ie

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Cover Story

Are You Maximising the

Corporate Market’s Potential? The business traveller market is a major source of potential new business for Ireland’s hoteliers, as evidenced by the global conference boost for Dublin recently announced by Fáilte Ireland. However, a survey by online hotels solutions provider HRS reveals that Irish hoteliers need to get better at giving corporate customers what they want.

Jon West, Managing Director of HRS for the UK and Ireland.

hotel & catering review

ommissioned by HRS and conducted by independent agency Circle Research, the survey polled 84 procurement and travel managers, as well as travel bookers with an influence on travel policies, at companies across Ireland. Over two-thirds of those surveyed said that minimising travel costs and spend was the main objective when booking hotels, with 55% saying that the lack of hotels at the right price was one of their top three frustrations when sourcing accommodation. Meanwhile, 52% said that finding the lowest possible room rate was a key factor that they looked for from their hotel provider. The survey also revealed that more flexibility is needed from accommodation providers. Interestingly, nearly half of those polled said that free cancellation up to 6pm on the day of arrival was one of the key things they look for from a provider of booking services. Over half said that making sure booking methods were easy to use was a main objective when booking hotels, with 54% saying that the lack of hotels in the right location was one of their top three frustrations. Tellingly, however, while cost was of primary importance to travel policy-makers, bookers’ hotel choice was ultimately made based on location. A whopping 78% said that a hotel’s location was the most important factor when deciding on hotel choice, howing that traveller convenience should be a key consideration. When making a booking, 62% focused on the proximity to the meeting place, 11% cared about the hotel’s proximity to air/ rail, and the rest (five per cent) took into consideration the distance from the city centre. Despite cost being a key factor, only eight per cent felt that a hotel’s overall package/value for money was the most important factor in hotel choice. “Our survey revealed that the destination of the meeting point is the most important factor, not the proximity to services or transport,” says Jon West, Managing Director of HRS for the UK and Ireland. “Price is important but location is more important. Irish corporates are still looking to save money on travel and don’t see themselves spending

more on travel next year but there is no drop in spend so that indicates stability in the market. The survey showed that value for money is a relatively low consideration but the terms of the booking is very important. Hotels should offer free cancellation up to 6pm on the day of arrival as it gives corporates a more secure feeling when they are booking and they often don’t avail of it anyway. That, along with having the meeting near to the hotel, takes the pressure off the business traveller. Booking methods being easy to use is also important - it should be a two click process. One major finding from our survey and our experience of the Irish market generally is that there is a lack of hotels at the right price - corporate travellers are saying that they would travel more in Ireland and into Ireland if the hotel price was right.” Jon says that HRS has had to work hard to educate Irish hotels about the needs of corporate customers in recent years. However, in the last two years there has been a greater understanding of what this market requires,” he says. “Business travellers spend more in hotels than other customers so hotels can afford to reduce the room rate. Business travellers travel more frequently than leisure customers so if they are satisfied they are more likely to come back regularly. A hotel could end up with at least 20% to 30% of their occupancy from a big corporate if they approach the market correctly. For example, the Gibson Hotel in Dublin’s docklands is a classic example of the benefit that a business can reap by virtue of its location as it is perfectly situated in relation to the O2 venue. Transparency on pricing is important. We ask the hotel to give us a room only price with and without VAT because US visitors still book a net rate and know that VAT will be added to the booking. By unbundling the price it is easy for a traveller to calculate total cost. Payment by credit card is important for hotels and for travellers. The virtual credit card has been introduced recently and its usage is really on the increase in the corporate world so hotels need to be aware of it and how it works. Where there is a corporate negotiated rate we don’t charge a fee to the hotel.”

Cover Story

Free WiFi is provided in most hotels nowadays. Corporates expect it and Jon says that it costs the hotel very little to provide it. “Within the next year a hotel will stand out badly if it is still charging for WiFi,” he says. “Hotels really need to improve their corporate offering in comparison with hotels in their vicinity to ensure that if they are nearest to the client’s meeting venue that they clinch the deal as that is the big consideration for corporate bookers. I was particularly interested to see that only four per cent polled said that the fact the hotel is preferred by their organisation was the most important factor in hotel choice. I would therefore urge those responsible for hotel bookings to make this a key priority to address when reviewing their company’s sourcing strategy to ensure that their hotels best meet the needs of the corporate market. Dublin has a much higher percentage of the corporate spend than it has of room nights booked. The average globally is 15% volume and 15% spend whereas in Ireland it is five per cent volume and 10% spend. So, prorata, Dublin is expensive for the number of bookings that hoteliers are getting. Corporates would travel more if the price was lower.”

“A hotel could end up with at least 20% to 30% of their occupancy from a big corporate if they approach the market correctly.”

HRS has 45,000 corporate customers globally. “We have more than 250,000 hotels in 190 countries, including undreds of hotel chains and roughly 150,000 privately held hotels,” says Jon. “One of our primary solutions is search and book for hotels but for corporate customers we also offer intelligence sourcing and automated payment ystems. Globally, the HRS website has 12 million visitors per month. HRS has a strong presence in the Irish market, with dedicated hotel sales and corporate sales managers, and we have several hundred corporate customers in the Irish market. The hotel business is growing in Ireland and our reputation is startingto precede us.”

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Profile

Destination

Clare

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ocated on The Square in Ennis town, the Temple Gate hotel opened in 1996. Apart from its recent four star classification the hotel also boasts an AA Rosette for the cuisine in its Legends restaurant (the hotel was awarded an AA Rosette shortly after it opened and has retained the award every year since). The 70-bedroom hotel includes the Preacher’s Bar, as well as areas such as The Library or Lobby, where guests can relax with a speciality tea or coffee and home-made pastries. The hotel also offers meeting rooms for corporate guests and what they believe is a unique wedding venue, The Great Hall, which still has many of its original features, including stained glass windows,

a vaulted ceiling with oak beams and hand painted batiks. The Temple Gate Hotel recently engaged an image consultancy to redesign all of its marketing collateral and The Great Hall will feature prominently in its new marketing drive. “We have never been a huge venue for weddings but we are now strongly promoting this unique venue that we have for weddings and events and we want to target the bespoke weddings market, the couples who are looking for something a bit different,” says Paul. “We are a family-owned and operated business so for us aiming to get four stars was about showing the investment we have made and the quality of the product that we have. We hope that from a business perspective it will give us some

sort of marketing advantage but it wasn’t a ploy to increase rates. Along with everyone else in our industry we have had four tough years so we feel it has been a big achievement for us to get through that and to receive this classification. We are hoteliers and this hotel is our only business and we have invested everything that we have in it since it opened in 1996. At the end of 2008 we invested over a3.5m, which was the last major investment we made. It might have seemed like a crazy investment at the time but it has stood to us now and is a testament to our desire to keep the business going. We invested €300,000 in the last 12 months and that was for final bedroom refurbishments to bring the hotel up to the four star standard.”

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Paul’s father worked in hotels in the region for 30 years prior to purchasing the Temple Gate Hotel and Paul followed a similar path – after training at the Shannon College of Hotel Management he worked in a variety of hotels overseas, including in London, before returning to Ireland in 2002. “I’ve worked with chains for years and they have a great ethos and make lots of money for shareholders but what helped us stay alive here at the Temple Gate is the hands-on approach that a family-owned hotel can provide, as well as the quality of our management and staff,” says Paul. “I think that gives the family-owned, independent hotel a service advantage, particularly in difficult times.”

Promote Ennis Paul is a member of the Clare Tourism Forum, a public private tourism partnership founded in 2005. The working group represents between 300 and 400 tourism stakeholders in the county. Membership ranges from senior hoteliers and vintners, to restaurateurs, bed and breakfast and tourist attraction operators, and county council representatives. “It is primarily a marketing group to promote tourism in Co Clare,” says Paul. “I’m also passionate about Ennis town as a tourism destination. The Promote Ennis group is another private partnership grouping that I’m involved in which comprises local tourism and business interests. Our aim is to market and promote Ennis as best we can. The last

couple of years have been tough but our involvement in these groups has proven that you need teamwork to drive a destination like Clare. We promote all of the attractions and events in Clare and with Promote Ennis we have developed an Ennis app for smartphone users which provides a list of what is on and of the discounts and vouchers available in bars and restaurants. We also have a website and we produce a booklet which is devoured by visitors in the area during the tourist season.” All of the available statistics point to the industry taking a positive turn. However, Paul says that Dublin city centre is almost a different country to the rest of Ireland. “The business being done there doesn’t reflect the whole country and it is still a struggle in the regions so how do we counteract that?” he asks. “It is important to create a destination. Ennis needs to be a key tourism destination and the Wild Atlantic Way is a great initiative that will help us to do that. While Ennis isn’t on the route it can provide a great base for those who wish to travel along it. Also, it is vital that hotels define their USPs - one of ours is value for money – so it is really about promoting what you do and what you believe is unique about your offering.” Two of the top five tourist attractions in the country are based in Co Clare and Ennis has a purple flag accreditation which denotes the town as a place that offers evening entertainment in a safe environment. That came about as a result of another public private partnership whereby local business interests worked together to make it happen. “We achieved this purple flag accreditation over a year ago and we were the first town in Ireland to receive it,” says Paul. “It is an accreditation that would have a higher profile in the UK than in Ireland but it is a major feather in Ennis’s cap, particularly in the drive to attract overseas visitors.”

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Profile

The Great Hall

The town of Ennis is also taking the transport situation into its own hands with Dublin Coach operating a service to the hotel, which Paul describes as running ‘from Temple Bar to Temple Gate’. Dublin Coach, which was launched last December and is owned by a Clareman, operates a service from Westmoreland Street to outside the hotel with a number of stop off points. “The €15 service runs about eight times each way every day so, as a hotel provider, if someone is flying to Dublin they can get a Dublin Coach connecting service from the airport to the Red Cow and from Red Cow straight to Ennis,” says Paul. “The hotel is trying to piggyback on these great local initiatives. In addition, we are adding to our own range of services to build on and expand our visitor profile. For example, we have a lot of female business travellers and we offer a package in the guest rooms for them that is tailored specifically to their requirements in terms of food and other services.”

hotel & catering review

Target Markets Paul says that the Temple Gate Hotel has a dependence on North American business, either through tour operators or other channels. “We are ideally suited to the weekend break or mid week stay market - the active retired,” he says. “We are trying to align ourselves with the markets that Fáilte Ireland has been targeting.” These include several new audiences in the UK, in particular, a young, fun-loving audience looking for an exciting time in a vibrant destination, called ‘social energisers’, and an older ‘culturally curious’ audience who are looking to explore new places and broaden their minds. “Shannon’s emergence as an independently run airport is great and there has been significant growth in French and German visitors who like to fly direct to an area and see the attractions and culture,” he says. “Routes and visitor numbers are growing all the time. The food industry has also become very important – we

are looking to expand further on the domestic market along the lines of the Fáilte Ireland plan.” Fáilte Ireland’s Discover Ireland campaign 2014 has been targeting three newly-identified segments of the Irish market which they believe promise the greatest potential for home holidays growth - ‘connected families’, ‘footloose socialisers’ and ‘indulgent romantics’. Paul says that the Temple Gate Hotel was budgeting for between three and five per cent growth in terms of sales turnover at the beginning of this year and he is confident that they will achieve that. “That is a modest enough expectation,” he says. “If we realise this growth it is still a good way off the figures we achieved in 2004 and 2005 but since the economic dip we have had to scrutinise and overhaul our business. However, when the recession hit one thing that we managed to achieve was to cut costs without impacting on the level of customer service and, so far, that approach seems to have paid off.”

Health & Safety

How Food Service Workers can Decrease Norovirus Risk You’re more likely to contract norovirus from eating at a local restaurant than on a cruise - and the food service workers are likely to be to blame. Jason Burnett, technical director at Cristal International Standards, reports.

eadlines about norovirus outbreaks on cruise ships continue to grab attention but hospitality employees may be surprised to learn that only one per cent of outbreaks take place at sea. That is according to the Centres for Disease Control and Prevention (CDC). The CDC states that the preparation of raw food accounts for three quarters of cases when a known cause is identified. To limit the risk of customers coming into contact with harmful viruses such as norovirus, I am providing the following action plan for restaurant managers and staff.

and subjected to frequent ultraviolet checks to discover stains and marks invisible to the naked eye. This will help determine whether the laundry process is effective.

The Table Tables should be swab checked regularly to monitor microscopic bacteria levels and to ensure that surfaces are sanitised properly. Table cloths and other linen should also be cleaned properly

The Kitchen This area should be managed using a tailored HACCP (Hazard Analysis and Critical Control Points) system that monitors all risk touch points. Food can become contaminated

Tableware It is a frequent touch point between staff and restaurant guests. To ensure that customers only consume the restaurant’s food, all waiting staff should adhere to rigid hand washing procedures to limit bacteria and viruses passing onto cutlery. Selected tableware should also be swab tested regularly to provide an accurate reading of hygiene levels.

at any time from when it is shipped, stored, handled or prepared. Surfaces, counters and kitchen utensils should be routinely and effectively sanitised. Hand washing procedures should be enforced for all kitchen staff to limit bacteria and viruses being transferred to food. Fruit and vegetables should always be washed and high risk foods such as shellfish should be cooked thoroughly. Purchasing stock from trusted suppliers is also important. Infected food can be shipped in and stored with norovirus still present while frozen. Washroom Standards The restaurant washroom should be thoroughly cleaned and regularly checked. This includes sanitising door handles, toilet flushers, taps, dryers, counters and all other hand contact areas. When cleaning,

disposable paper wipes should be used to avoid the possibility of cross contamination. To prevent viruses spreading to the restaurant, hand washing signs should be visible, with soap topped up to encourage good sanitation among guests and staff. Staff Illness Ensure that sick leave and return to work procedures are carried out diligently with employee health reviewed regularly. As a general rule, staff should remain off work for a minimum of 48 hours after symptoms have subsided before handling food again. If an employee is off sick for a prolonged period, a doctor’s feedback should be sought before returning to work. These procedures should start from the top and become part of training for all employees so that hygiene standards are kept consistently high.

hotel & catering review

DINE

Starter of stuffed peppers, main of pork with pineapple kebabs, and a sticky sweet banana dessert This month’s recipe comes from Keelings’ nutritionist Aveen Bannon who presents starter of stuffed peppers, main of pork with pineapple kebabs, and a sticky sweet banana dessert.

Starter

Main

Dessert

Stuffed Peppers

Pork and Pineapple Kebabs

Sticky Sweet Bananas

Ingredients n Spray olive oil n 30g of pine nuts n 150g of quinoa n 1 garlic clove, crushed n 250mls of low salt vegetable stock n 1/2 red onions, chopped finely n 140g cherry tomatoes, halved n 100g ball mozzarella, chopped n Handful each of parsley and basil, chopped n 2 red and 2 yellow Keelings peppers

Ingredients n 400g of pork tenderloin n 1 tablespoon brown sugar n 1 tablespoon soy sauce n 1 tablespoon lemon juice n 1 tablespoon lime juice n 1 grated red onion n Pineapple n Keelings Red pepper

Ingredients n 2 bananas, peeled n 50g of raisins n 1 tablespoon of honey n 2 tablespoons of crème fraîche

Method Heat the oil in a medium pan with a lid and fry the pine nuts until lightly toasted. Then add the quinoa and fry for a couple of minutes. Stir in the garlic, then add the stock and bring to the boil. Cover and cook for 10 minutes until the quinoa is tender. Remove from the heat, cool slightly and stir in the onions, cherry tomatoes, mozzarella, and herbs. Then leave to cool. Cut around the stalk from one pepper, remove and set aside. Make one slit down the length of the pepper and open out gently. Remove the seeds. Spoon some filling into each pepper half. Wrap each half in tin foil and then barbecue the peppers for 15 to 20 minutes until they soften. Serve and enjoy!

hotel & catering review

Method Trim the fat from the pork and cut the pork into cubes. Combine brown sugar, soy sauce, lemon and lime juice, and red onion together. Place the pork in a bowl and with the marinade. Then place in the fridge and marinate for about one hour. Cut the pineapple and Keelings red pepper into cubes. Thread four pork cubes, four pineapple cubes, and four red pepper pieces alternately onto skewers. Place the kebabs on the BBQ, turning regularly, and baste frequently with the leftover marinade. Cook for about 15 minutes, or until done. When cooked thoroughly serve and enjoy.

Method Heat the honey and raisins together in a saucepan until the raisins soften. Coat the bananas with the honey and raisin mix, wrap it in tinfoil and put in on the BBQ, turning regularly. It is delicious when served with a spoonful of crème fraîche!

About Keelings…. Keelings has been growing produce since the 1930s. Over the last 35 years, Keelings’ primary activities have been growing, sourcing, shipping, marketing and distributing fresh produce from sources around the world to Irish, UK and European markets. Keelings is a 100% Irish owned and family run business with an annual turnover of €300m. Over 1,400 people are employed in Ireland and approximately 2,000 people are employed across the group.

Wine

J&C Kenny’s World

of Wines & Spirits Cálem Port is the latest exclusive agency to be acquired by family run wine and spirits distributor J&C Kenny and it is making a big splash on the Irish market.

ased in the west of Ireland, J&C Kenny was founded in 1979 by John & Carmel Kenny and grew out of a vision to offer customers a quality service with competitive prices. That was the premise on which the company was built and it is still its driving force today. Servicing the four corners of Ireland, the needs of our customer are at the heart of everything we do. Focusing on exclusive and quality agencies, we strive to bring the best the world has to offer straight to the door of Ireland’s hotels and restaurants. Cálem Port is based in the heart of the Douro Valley, the iconic home of the port

industry. Cálem, established in 1859, is the biggest selling port wine brand in Portugal and is exported to more than 50 countries worldwide. Its

special focus on the uniqueness and superior quality of the port wines it produces ensures that Cálem continues to be the jewel in the crown of the port industry. Cálem’s range of ports has something to suit every taste, from the classic ruby to the

as soon as the colder weather sets in - a hot port in a quiet pub snug or a vintage port enjoyed beside an open fire are a welcome escape from the rain and cold. While port was traditionally seen as a drink enjoyed by the older generations, Cálem have succeeded in introducing port to a whole new audience with Cálem port cocktails now the drink of choice for Generation Y. Old or young, summer or winter, Cálem

Recipe: n 70ml Rosé Port n 50ml raspberry juice n Crushed ice to taste n Peppermint and wild berries to decorate

refreshing white and deliciously sweet rose. The outstanding vintage ports stocked by J&C Kenny - LBV 2007, 10 Year Old and 1985 Vintage - are a must for every port lover, especially for those who enjoy the finer things in life. Once a classic winter warmer, Cálem port have diversified their portfolio to include options that can be enjoyed all year round. A white port and tonic is idyllic for a warm summer evening and Rosé port over ice is the perfect accompaniment to a night out with the girls. Ruby port and the different vintages come into their own

Method: Put crushed ice in the shaker and add the Cálem Rosé Port, followed by raspberry juice. Shake it very well and pour it into a tall glass. Decorate with wild berries and peppermint leaves. Port and J&C Kenny have something to suit every palate and occasion. Here’s a little taster of the unique cocktails that are taking the summer by storm: Cálem Rosé Port and Wild Berries is an attractive, seductive cocktail that combines the elegance of the Rosé Port with the sensuality of red fruits and the refreshing touch of peppermint.

For further information, contact: J&C Kenny, Unit 9, Oranmore Business Park, Oranmore, Co Galway. Tel: 091 794308 Fax: 091 794737 Website: www.jckenny.ie

hotel & catering review

Business Matters

Managing Your

Hospitality Asset Investment When considering investment in a hospitality asset there are many stages in its lifecycle, with asset management being just one aspect. Anne Walsh, Director, Horwath HTL, looks at the risks involved for investors and owners.

hotel & catering review

n todayâ&#x20AC;&#x2122;s increasingly changing economic environment and more competitive markets, the risks for investors and owners in hospitality businesses are high. With the right advice and proactive support in asset management, you can optimise your operational results and financial returns from your hospitality assets. Hotels cannot be viewed as passive real estate investments. They are operating businesses with multiple variables that require close monitoring and scrutiny. The structure of hotel ownership is changing from hotels being owned and operated by the same parties (either families or hotel chains) to more outside investment fund ownership. Therefore the demand for professional asset managers will increase in order to better align both partiesâ&#x20AC;&#x2122; interests. Although the ultimate responsibility of the asset manager is to maximise profit and the value of a specific asset, the job has evolved beyond just checking the numbers. Asset managers today offer expertise in areas as diverse as operations, sales, capital expenditure, strategic positioning and competitive environment monitoring. The asset manager represents the owner, manages the relationship between the owner and operator and acts

Business Matters

as a liaison between all parties. The asset manager has a broad range of responsibilities with two objectives: to optimise the performance of the hotel and protect the life of the physical asset. To accomplish this, it is necessary for the asset manager to dig in at property level and get familiar with the day-to-day operations of the asset. The range of asset management services typically include: Hotel Review and Benchmarking provides a comprehensive audit of the property from the market, management, operations, finance and physical condition. Audit results are used to develop a pragmatic action plan detailing the improvements and enhancements needed in order to improve the property’s competitive position. It is critical that the asset manager has a thorough understanding of the hotel and those that it is being benchmarked against for effective analysis.

owners’ risk. Where a franchise or management agreement is in place with a hotel operator it is the task of the asset manager to monitor ongoing performance and contractual compliance. It is important to evaluate system delivery, CRS performance, web performance and overall strengths and weaknesses. Hospitality Asset Management Services provides continuous hands-on supervision of hospitality assets’ management, with a focus on quality and operating performance, thus maximising the value of hospitality investments. This would include reviewing financial and operational performance, oversight of budget processes and advice on optimal investment strategies. Coaching aims to improve management capacity in the areas of revenue management, information systems management, budgeting, salary systems, bonus schemes and other areas.

Asset Management Plan helps investors to focus on the most viable investment options, set investment priorities and minimise the risks related to their portfolio of properties or individual property. Depending on the specific case, the asset management plan may include a repositioning proposal, marketing and branding strategies, an investment plan, an estimation of market and business potential etc.

Pre-opening Services aim to effectively prepare the property for the successful start of its operation.

Hotel Operator Selection & Contract Negotiation supports owners of hospitality assets in choosing the right operator and concluding the agreement with conditions that minimise the

Change Management supports the hospitality company’s management, through a structured transition process, to adapt to new conditions and embrace changes, usually as part

Solutions for Distressed Hospitality Assets include services that create and enhance the value of the asset, as well as create a quick turnaround and recovery in order to prepare the asset for continued normal operation or disposal.

“Asset managers must demonstrate that they are contributing quantifiable value to a hotel owner.”

of the company restructuring process. A good asset manager benefits both parties by being partial and fair, and provides an ‘outside view’ on the business. The role is to better align both parties’ interests – the owner and the hotel operator. Open communication between all parties is crucial to the creation and maintenance of an effective asset management process. Full transparency between the asset manager and the general manager with open and fair lines of communications will benefit both the relationship and the asset. To contribute value to the owner, asset managers must communicate focused and results-oriented asset oversight that translates into quantifiable value. Asset managers must demonstrate that they are contributing quantifiable value to a hotel owner and that they are not just adding another layer of expense. No two assets are alike and the specific wants and needs of hotel owners vary greatly. Through a well-thought-out approach involving the owner, the asset manager, and the onsite management team, a hotel’s optimum performance can be achieved. About the Author: Anne Walsh is a Director of Crowe Horwath’s HTL division and deals primarily with hotel, tourism and leisure projects. Prior to joining Crowe Horwath, Anne worked for 12 years in both independent and internationally-branded hotels. Crowe Horwath has a specialist hotel, tourism and leisure business unit (Horwath HTL), which is widely recognised as the pre-eminent consulting specialist in the hotel, tourism and leisure industries. Horwath HTL provides services for all phases of the hospitality assets lifecycle.

hotel & catering review

Conferencing

Converting Lobby Traffic into Conference Clients In the second of three articles, conference planner Ciara Feely advises hoteliers on how they can convert their lobby traffic into conference clients.

hotel & catering review

lose your eyes. Think of your lobby space. Look around it. What is there to say ‘we have amazing conference space at this hotel?’ Are there pop up stands marketing ‘The Spa’ or ‘The Leisure Centre’ or ‘Your Perfect Day’? Is there a table set for a wedding? Thousands of people walk through a hotel lobby every month, whether attending a wedding, going to the spa/ leisure centre, attending a small meeting, or simply having a drink. What marketing strategy is in place to convert these people into lead generators and, indeed, advocates for the hotel? This is an essential stage of The Conference Converter System which is about strategies to create more meaningful marketing, ensuring that your existing marketing spend goes further without having to spend more money. A client of mine put a simple

sign on the reception desk. It generated 10 site inspections/ hotel tours in the first month. It had seven simple words on it and was tastefully bordered with a beautiful picture frame. Simple yet effective signage to plant the seed that you have amazing conference space in the hotel will have a powerful impact on your conference sales. Just to be clear, I am not recommending another pop-up sign in a hotel lobby. There are too many of those already in most hotels and they only service to detract from the lobby atmosphere. However, marketing by signage is very effective if it is done correctly. I will tell you a story that will prove this point and illustrate how effective the right kind of signage placed in the right location can be. I conducted a Conference Insights workshop at a hotel in Wicklow. It is a beautiful hotel that is very successful in the

leisure and wedding market. I felt that guests were leaving the hotel not realising that it had extensive conference and meeting facilities. Because they were there for leisure, they weren’t thinking of the hotel as a meeting destination. The general manager didn’t quite believe that this was the case so I went about proving it by speaking to some guests. These included Tony who had celebrated his birthday in the restaurant the night before. I asked him if he went to many meetings or conferences. He replied “no, not in my line of work, I run a shop and pub in Connemara.” So I was about to ask him my next question and he said “but now that you are asking me, my brother-in-law books conferences for Jansen Pharmaceuticals.” Now, Jansen Pharmaceuticals would be a perfect client for this hotel so I asked Tony if he realised that there were

COnferencing

generate new clients and customers, or generate more sales from people you already know. The third option is the quickest and easiest way to generate more conference sales. It is all about focusing on winning more business from people you have already spent marketing money on to attract to your hotel. It is six times more expensive to sell to a new client than it is to sell to an existing customer yet many hotels want to acquire new clients and guests before they have made sure that their existing guests and clients are buying all the services that they can buy from the hotel.

“I am not recommending another pop-up sign in a hotel lobby...However, marketing by signage is very effective if it is done correctly.”

eight meeting rooms and a conference room for 200 people at the hotel. He replied “go away out of that, where is that conference room.” He stood up to look at the room that was right outside the window he was sitting at and commented that it didn’t look like a conference room. I then asked him if he would recommend the hotel to his brother-in-law. He said, of course, “I’ve had the best hotel experience here, I am so relaxed.” Do you think that a recommendation to the Jansen Pharmaceuticals Conference Planner from his brother-inlaw would be a strong link-in for the hotel? Do you think that if the hotel had a strategy in place to find more guests like Tony who are connected to the people that can book conference business with them that it would work? Of course it would - and it is a very smart strategy to have in place.

Ciara Feely, conference planner

Tony was checking out the next day and had already been there for two days. He never knew that the hotel had those conference facilities despite spending 72 hours at the property. Do you know who is walking through your lobby and the potential referrals they can generate? Don’t let more guests like Tony walk out the door of your hotel without even thinking to introduce you to your ideal conference client! Tapping into the connections of your existing guests and clients is a powerful marketing strategy. However, a specific approach needs to be taken in doing this. In the Conference Converter System, I have four more simple, yet effective, ways to uncover these missed opportunities and convert them to beautiful business opportunities. There are three ways to generate more business in any industry - raise your prices,

Next month I will examine another step in The Conference Converter System - site inspections. These are a fantastic opportunity to convert a conference enquiry. I will show you how to do a ‘wow’ site inspection and share with you what a conference planner needs to experience.

About the Author: Conference planner Ciara Feely runs monthly webinars, and workshops, both online and offline, where she helps hoteliers to ensure that the meetings and conference market adds significantly to their bottom line. According to Ciara, 98% of the feedback from 200 trainees has been “excellent to very good”. She has created the Conference Converter System which, she claims, helps hotels to increase conversion rates by up to 40%, double the power of their existing marketing spend, and fill their hotel with more profitable guests. For further information visit ConferenceConverter.com, email: Ciara@ ConferenceConverter.com or call 086 3611428.

hotel & catering review

Conferencing

Roll Up, Roll Up for the Ultimate Meetings Experience Radisson Blu Hotels in Ireland took a rather unusual approach to showcasing their ‘Experience Meetings’ concept last month by bringing their brand to meeting planners and visitors via a purpose-built truck measuring over 20 metres in length.

hotel & catering review

uests entering the truck at the Radisson Blu Dublin Airport ( July 9th) and the Radisson Blu St Helen’s ( July 10th) were treated to a big screen presentation which highlighted the uniqueness of the architecture, entertainment, food and meeting space facilities that Radisson hotels throughout Europe, including Ireland, can offer the corporate market. The half hour sensory experience also included live chef demonstrations. General managers and dedicated meeting and events teams were on hand to meet visitors in the truck, as were Steve Manfield, Area Marketing Director, UK and Ireland, Carlson Rezidor. and Pat Cussen, District Director for Radisson Blu Ireland. In addition to the two Dublin dates, the Experience Meetings truck also visited Belfast ( July

7th), Galway ( July 14th) and Cork ( July 16th). When I met Pat Cussen on July 10th the Radisson Blu was in week five of their sevenweek Experience Meetings campaign. Starting in June at the Radisson Blu Edwardian Hotel, Guildford, the 20-foot truck will visit Radisson hotels, business parks and key city centre locations throughout the UK and Ireland. “We selected the Radisson Dublin Airport and St Helen’s hotels because they can facilitate a truck this size on the property,” he says. “For example, the Radisson Galway and Radisson Golden

Lane would not have been suitable sites for the truck and we wanted to make it easy for the Radisson Blu clients to visit. We are targeting our key corporate bookers and thirdparty intermediaries with these invitation only events and it is also a way for us to identify new contacts. In Ireland we are primarily targeting corporates whereas in the UK it is more agents because that is how they book events in that market.” Steve Manfield, Area Director Marketing, UK & Ireland, Carlson Rezidor, says that Experience Meeting at Radisson Blu hotels takes into

“With our Meet Satisfaction commitment, our policy is that if something goes wrong on the day and we can’t fix it the customer doesn’t pay for the meeting.”

COnferencing

“Brain Food has been developed by chefs at Radisson Blu hotels for meeting and conference guests...The specially tailored food offering for meetings is about maintaining blood sugar levels throughout the day.”

account every aspect of an event experience – from the meeting room’s constitution to free wireless internet, booking experience, and food and drink. “Whether you’re looking for contemporary meeting space in the heart of Dublin, Cork or Galway, or a complete escape from it all meeting in Farnham, our Irish properties really do offer it all when it comes to meetings and events and we’re excited to be able to show that in a different and creative way,” he says. “We launched the Experience Meetings concept at the end of 2012 and it is about a consistent delivery of the experience in the over 290 Radisson Blu hotels worldwide.” The Radisson Blu Experience Meetings concept focuses on delivering seven key components to ensure that meetings are effective, efficient and engaging for all who take part. They are Brain Food, nutritionally balanced and healthy food items

TOP Radisson Blu’s purpose built truck. BOTTOM: Interior of the truck.

to keep delegates alert; Brain Box, a creative space that is an alternative to a traditional meeting room; free and fast WiFi for all Radisson Blu guests and meeting delegates (Radisson hotels have been offering free WiFi for 10 years); Think Planet, a commitment to being a Responsible Business through Carbon Neutral meetings; Club

Carlson Points for Planners, a personal benefit for meetings planners; Meet Yes I Can!, a unique service philosophy for meeting delegates; and Meet Satisfaction, a commitment to deliver 100% guest satisfaction or your money back. “Brain Food has been developed by chefs at Radisson Blu hotels for meeting and conference guests,” says Steve. “To ensure that guests are focused at all times during a meeting, Brain Food practices the following six main principles: plenty of fish, whole-grain products, fruits and vegetables; primarily fresh, locally-sourced foods; pure ingredients, with minimal processing; less meat with never more than 10% fat content; a focus on delicious taste and healthy options; natural sweetening with no more than 10% sugar. The specially tailored food offering for meetings is about maintaining blood sugar levels throughout the day. We have brain food menus across the business and a key part of that menu is the self service sandwich, which is very popular with our corporate customers. With this sandwich the customer can choose the bread and fillings to control

hotel & catering review

Conferencing

their calories. They can build their own sandwich rather than being saddled with the set soup and sandwich offering that is so commonplace in many hotels, particularly for those attending meetings and conferences.” The Brain Box room is a creative meeting space – the type of space that you find in advertising or design agencies or companies like Apple or Google where they are keen to inspire creative thinking. “Our brain box room is being rolled out across the group in Europe already,” says Steve. “We are trialling it in our hotel in Manchester Airport and the Radisson hotel in Heathrow will have the first

brain box room which will be launched this month. We will then introduce it to our Dublin Airport hotel in early 2015 and then in our other big meetings and events hotels followed by our smaller locations.” The Experience Meeting’s ‘Meet Yes I Can’ service philosophy comes from their ‘Yes I Can’ service philosophy and company mantra. “We wear those words on our staff pins,” says Steve. “It is about handling every enquiry in a flexible and responsive way. We empower staff to make decisions which makes it easier for them to consistently adhere to the philosophy.” The delivery of 100% guest satisfaction has been part of Radisson’s bedroom

“Radisson is planning new partnerships in the Irish market and we will be launching new brands in Ireland this year, including Radisson Red.”

hotel & catering review

offering for years and it is now part of their meetings service. “With our Meet Satisfaction commitment, our policy is that if something goes wrong on the day and we can’t fix it the customer doesn’t pay for the meeting,” says Steve. “That is a bold USP but we have operated on this basis in other hotel areas for years so we decided to introduce it to the meetings and event side of the business in 2012. Radisson is recognised as a leader in the green meetings arena. With the Think Planet aspect of our Experience Meetings package, if a booker is a member of Club Carlson for Planners, our loyalty scheme for meetings planners, we can calculate their meeting’s carbon footprint and offset the carbon emissions of the meeting. With Club Carlson Points for Planner we issue booker reward points for regular bookers.” The Radisson Blu Hotel, Dublin Airport can

accommodate events with up to 450 attendees. It offers 27 meeting rooms equipped with free high-speed, wireless Internet and high-end audiovisual equipment. Planners can host a small gathering in the stately Parknasilla boardroom or choose the Killarney Suite for a bigger occasion. At the Radisson Blu St. Helen’s, guests can enjoy the hotel’s historical property and gardens as well as its modern meeting rooms for business conferences, seminars and presentations. The private gardens can host events for up to 750 guests. The hotel has also partnered with Dynamic Events who hold team-building events in the gardens and indoor event space. “We are expecting that in excess of 500 key clients will attend the truck roadshows in the UK and Ireland, including between 250 and 300 key bookers/corporates in Ireland by the time the roadshow is completed,” says Pat Cussen. “A number of competitor brands have a meetings concept but I don’t believe they incorporate all of the elements that we have - the Brain Box Break-Out Room is unique in terms of our competitors and our truck campaign is definitely unique! Most of Radisson’s corporate business in the meetings and events sector in Ireland comes from the business training, pharmaceutical and financial services sectors. The recovery has started in corporate Ireland. Companies are using hotel space more in the last couple of years and there is potential for more growth. Radisson has 38 hotels in the UK and Ireland. In the UK, enquiry levels are picking up to pre-recession levels. Ireland is the second biggest market for associations from the UK booking outbound and the sixth for corporates. Radisson is planning new partnerships in the Irish market and we will be launching new brands in Ireland this year, including Radisson Red.”

When only the freshes t will do ...

With over 6 0 ye your need fo ars experience, we und erstand r quality serv ice and flexi Itâ&#x20AC;&#x2122;s our kno b le delivery. wledge that allows us to the best loca b ri ng you l and source d produce, and prepare both fresh d.

Keelings Farm your caterin Fresh g supply pa rtners

Dublin +35 Wexford + 3 (0)1 8135600 C ork +353 353 (0)53 (0)21 496 9147447 www.keeli 8088 Belfast +4 ngs.com 4 289032 4236

Five minutes with

Tell us about your background as a chef? I’ve been a Pastry Chef for the best part of 19 years. I have worked in Sous Chef roles and I was Head Chef of l’Ecrivain but predominantly I’ve been in pastry. It’s time to move forward in the kitchen, which is why I’m taking the position of Head Chef with Scholars.

Michael Hunter

Michael Hunter, formerly of the Michelin starred restaurant l’Ecrivain, has just been appointed the new Head Chef of Scholars Townhouse Hotel in Drogheda, Co Louth. He gave Hotel & Catering Review five minutes of his time to discuss his plans for the hotel’s culinary offering.

hotel & catering review

What are your plans for the food offering in Scholars Townhouse Hotel? Mark McGowan, the hotel manager, is looking to further develop the restaurant. They won Best Hotel Restaurant Co Louth in 2013 and the Restaurants Association of Ireland’s Best Hotel Restaurant in 2014 and I know he wants to continue in that vein and maybe look for some rosettes. We’ll be looking to up the standards of the restaurant in general. I’d like to continue offering great service and great food to the customers. However, I am planning on taking the food to another level; making the menus a lot shorter, both in the bar but mainly in the restaurant, concentrating more on modern techniques and modern methods of cooking. I’d like to introduce things they may not have seen before or are not used to doing but still keep the emphasis on value for money as well as on using good local produce. How important is it to work with local suppliers and producers? We work closely with various suppliers and my aim is to keep it Irish and to keep it local. In today’s market people are clued in on food so it’s imperative to support local business. And so many companies have gone back to the old artisan ways of producing things which means that the products available now are second to none. My food philosophy is to extract the very

The restaurant in Scholars Townhouse Hotel.

best out of the product itself without changing its origin too much. It’s about celebrating the freshness of the products when they are in season. Marco Pierre White is my favourite chef, mainly because he believes in using good products and keeping them exactly as they are rather than changing, manipulating and doing too many things. His philosophy of perfection and small things done right is how I like to work myself. How will you go about motivating your new team? Fortunately for me quite a few members of the team have been there for quite a while. That is really useful because they know the business, they know the history and they know the restaurant inside-out. However, when you’ve been in one place for some time you only know what you know. Having fresh blood in with modern methods, maybe bringing in some of my pastry history into techniques that we’ll be using for starters and mains, should really get the culinary juices flowing. What would you cook on a night off? I love Asian food and I spent a good few years in Thailand. I love working with various spices so it would definitely be Thai food.

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& Catering

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