to CommitmentExcellence
True leadership at Herbert Park Hotel & Park Residence
Live Learning Sessions with Indus
Commercial
16
“The greatest reward for me is the satisfaction of turning a challenging guest into a happy one.
This industry is also unique in that it fosters deep, lasting friendships among colleagues. It’s a profession where you get to make a positive impact on people’s lives, creating memorable experiences and spreading kindness and warmth every day.”
Egle Tamosauskaite, General Manager, Herbert Park Hotel and Park Residence
Thai Basil Beef reminds Sham Hanifa, Head Chef at The Cottage Restaurant, of his childhood 11
INGREDIENTS
INTERVIEW
Lorraine Crimmins is on a mission to make her properties more inclusive
SERVICE PERSONALISATION
Personalised experiences give hoteliers the edge, writes Dr Donagh Davern
REFURBISHED + REFRESHED
The first voco hotel in Northern Ireland has opened its doors in Belfast’s Gasworks district
MEMORABLE MEAL
Dave Norris on a ‘simply stunning’ meal at Chapter One
Editor: Denise Maguire
Creative Director: Jane Matthews
Art Director: Lenny Rooney
Stock Photography: iStock
Infographics: www.flaticon.com
Production: Claire Kiernan
Sales Director: Trish Murphy
Managing Director: Gerry Tynan
Chairman: Diarmaid Lennon
Editor’s View
Welcome to issue 6 of Hotel & Catering Review 2024
This year Egle Tamosauskaite is celebrating 20 years as GM at the Herbert Park Hotel and Park Residence. Several other members of staff are also celebrating milestones this year; Adam Butler, Conference & Operations Supervisor, is with the property 28 years, Head Chef Kiran Singh is there 21 years, Sous Chef Alfredo Garduno Solaegui is there 22 years and Rommel Montano, Assistant General Manager, has been working at the hotel 14 years. Staff longevity is, says Egle, down to the hotel’s commitment to fostering a culture that promotes staff progression and an environment where every employee feels a deep sense of pride and belonging. To read more about Egle’s ambitions as GM at the Herbert Park, turn to page 16.
Published by: Ashville Media, Unit 55 Park West Road, Park West Industrial Estate, Dublin 12, D12 X9F9. Tel: (01) 432 2200
ISSN: 0332-4400
All rights reserved. Every care has been taken to ensure that the information contained in this magazine is accurate. The publishers cannot, however, accept responsibility for errors or omissions. Reproduction by any means in whole or in part without the permission of the publisher is prohibited. © Ashville Media Group 2024. All discounts, promotions and competitions contained in this magazine are run independently of Hotel & Catering Review. The promoter/ advertiser is responsible for honouring the prize.
Earlier this year, Hotel Killarney and The Clybaun in Galway became the first hotels in Ireland to install Cubbies – selfcontained, immersive sensory spaces that help regulate sensory stress through a range of images, sounds and lighting. You’re more likely to come across a Cubbie in a school or library but Crimmins Hotels & Leisure CEO Lorraine Crimmins saw the space as a means of making the properties more inclusive. The Cubbies are proving popular with guests and with people in the local community – once the hotel is open, anyone can come in and use the facility. It’s just one step towards making the hotels more inclusive and autism friendly, says Lorraine.
Elsewhere in this issue we take a look at voco Belfast, Cliste Hospitality’s first hotel In Northern Ireland. Following a £3.6 million refurbishment of the former Radisson Blu in the Gasworks, the 120 room hotel is open for business and will provide guests with an upscale experience, says Danielle McGinley, Director of Sales & Marketing at voco Belfast. Finally on page 20, Donagh Davern talks about how a relentless focus on the guest experience allows hotels to distinguish themselves from their competition.
As always, there’s plenty to enjoy in this issue. If you have any thoughts or opinions on this month’s content, please do drop us a line. Denise Maguire
Editor: Denise Maguire
Email: denise.maguire@ ashvillemediagroup.com
www.hotelandcateringreview.ie | info@hotelandcateringreview.ie @HC_Review | facebook.com/hotelandcateringreview
Kickstart The Climate Action Journey In Your Business
Climate Action Guides for Tourism Businesses.
Fáilte Ireland has developed a suite of practical climate action guides tailored for the tourism sector to enable businesses to make more practical operational changes to reduce their carbon footprint.
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CALL OUT TO PROFESSIONAL KITCHENS
Open Kitchen Week, an initiative from Chef Network, is set to take place countrywide from the 11th to the 17th of November and registration is now open for host kitchens. The programme offers a unique opportunity for aspiring chefs at any stage of their life, from transition year students to mature food enthusiasts, to gain real-world experience working 'behind the pass' in some of Ireland's leading restaurants, hotels, bakeries, cafés and more. It also offers participating establishments an opportunity to promote a constructive industry experience, attract fresh talent and help to secure the future of the industry. Last year, the likes of Elbow Lane, Aniar and Clayton Hotels participated in the initiative, which saw 300 members of the public finding out what it’s like to work in a real professional kitchen.
Chef Network is looking for kitchens that can offer a positive kitchen experience to become Open Kitchen hosts. Find out how at www.chefnetwork.ie
MEZZE CELEBRATES FIFTH BIRTHDAY
NEW DINING DESTINATION AT 54 DEGREES
Mezze, located in Tramore, Co Waterford, celebrated five years in business in June. Headed up by husband and wife duo, Chef Dvir Nusery and food entrepreneur Nicola Crowley, the restaurant combines simple locally produced food with Middle Eastern flavours to create innovative deli style offerings. Nicola said: “In honour of our fifth anniversary, Mezze will be hosting special events, promotions and giveaways this summer. These celebrations serve as a token of appreciation for the continued support and patronage of its customers and the entire Mezze community so keep a close eye in-store, on our website and across our social media channels.”
In June The Gateway Hotel formally launched 54 Degrees, a restaurant named after its exact location on the globe. Menus are inspired by food from all over the world full of bold flavours and global influences. An investment of €1.2 million has gone into the space, the first in a phase in an ongoing series of investments in the hotel. “It’s fantastic that the first phase of our refurb here in the hotel culminates in this stylish new venue that we can now share widely. Such a huge project takes all the collective effort and support of everyone involved – the owners, our team at the hotel and the wider team from The iNua Collection,” said William Burke, General Manager at The Gateway Hotel.
ASHLING HOTEL UNVEILS SENSORY FAMILY BEDROOM
Dublin’s Ashling Hotel has opened a new sensory family bedroom at its Dublin 8 location. This is the first family sensory room in a hotel in the capital. The hotels’ proximity to St James’ Hospital and other neighbouring hospitals means it frequently has families staying who are attending various medical appointments. This, coupled with the fact that autism awareness charity As I Am is a longstanding designated charity partner, led to the idea of having a tailor-made family bedroom suite aimed at offering a true sensory sensitive room for guests.
The sensory room includes:
• Extra-large LED bubble tube
• Acrylic mirror panels to illuminate the bubble tube
• Oversized memory foam beanbags that conform to your shape
• The Lappy – weighted lap pad
• The Buzzy – soft vibrating cushion
• LED Mood Cube with bluetooth speaker
• Fidget Box - 25 different sensory based toys/fidget
APPOINTMENT
Michael Davern, who delivered and hosted Ireland’s first ever Ryder Cup at the K Club, has been appointed General Manager at the five-star Seaton House in St Andrews in Fife, Scotland. Michael joins the Seaton House team from Anantara’s The Marker Hotel in Dublin, where he held the GM role since 2021. Michael said: “This move is a great opportunity to work alongside the amazing people at Valor Hospitality. We are busy assembling a wonderful team and I am really looking forward to working alongside so many like-minded people, like the amazing Roy Brett, chef-patron of the renowned Ondine in Edinburgh.”
NEW SPA AT TULFARRIS HOTEL & GOLF RESORT
Tulfarris Hotel & Golf Resort has opened its new purpose-built spa, located in the newly refurbished Manor House. Many of the original 18th century Manor House design details have been conserved, while the Spa boasts four treatment rooms, a dual treatment room with jacuzzi, a relaxation room and a salon. To celebrate the opening of the new spa and Manor House experience, Rosanna Davison has created a vegan spa lunch menu exclusively for the resort, which launches in August.
COCKTAILS ON THE TERRACE
Parterre, a new 56-seater garden terrace cocktail bar, has opened at Johnstown Estate in Meath. The venue features a living garden along with a retractable roof, ensuring the space is weather-proof all year round. Menu highlights include the Parterre Bloody Mary which showcases the bar’s exclusive spice mix and the Spa Serenity, made with Hendrick's Flora Adora gin, Midori, kiwi puree, Orgeat syrup, lime and egg white.
NEW PENTHOUSE EXPERIENCE AT AGHADOE HEIGHTS
Aghadoe Heights Hotel & Spa has opened its newly refurbished 3,000 sq ft Penthouse featuring two bedrooms, a sitting room, a work studio and a spacious dining room and fully stocked bar. The suite is furnished with selected pieces from Ireland, Austria, Sweden, Denmark and Italy and also boasts panoramic vistas of the Lakes of Killarney and the National Park. The gem in the crown is the private, wrap-around outdoor terrace, complete with hot tub.
ENJOY CHEF’S TABLE AT THE DUNLOE
is summer, e Dunloe Hotel & Gardens is inviting guests to enjoy an exclusive four date Chef’s Table experience at e Grill Restaurant running from June – October 2024. e event will be hosted by Executive Head Chef Jupp Osterloh and Head Chef, omas Ostermann. e eight course dining experience will feature a new seasonal menu on each date:
• 10th August 2024
• 31st August 2024
• 5th October 2024
Dishes served at the first Chef’s Table in June included Atlantic Lobster Consommé and Trio of Killarney Spring Lamb with the menu highlighting elements of buckwheat, strawberry and parsley.
DONEGAL HOTELIERS HONOUR FORMER IHF BRANCH CHAIR
The Donegal branch of the Irish Hotels Federation (IHF) recently hosted a ‘Thank You Gala Dinner’ in honour of Paul Diver, owner of the Sandhouse Hotel in Rossnowlagh, who earlier this year stepped down as Branch Chair. The celebration, which was held at the Shandon Hotel, Dunfanaghy, saw over 100 guests including local hoteliers and industry representatives from across the county come together to thank Paul for his enormous contribution to the sector and local tourism community. Paul has spent his entire life in the hotel industry, starting off in the Hyland Central Hotel collecting glasses. He spent a number of years in London before returning to Ireland to help with the transition of Teach Furbo to the Connemara Coast Hotel. In 1991, he moved to the Sandhouse Hotel to manage it for the Britton family. In 2012, he purchased the hotel at the first Allsopp distressed property auction. Aisling Arnold, IHF Donegal Branch Chair said: “I am delighted to have this opportunity on behalf of my colleagues and fellow hoteliers throughout Donegal to say a huge ‘thank you’ to Paul for his leadership and the immense dedication he has shown throughout his tenure as our branch chair. Paul's passion for our sector and wider tourism industry is matched only by his tireless personal commitment to promoting business in Donegal.”
TIPS 'HELP STAFF MORALE' AND 'INFLUENCE CUSTOMER SERVICE'
BRINGING DERRYHALE BACK TO LIFE
The new owner of the Derryhale Hotel in Dundalk says he looks forward to the creation of 40 jobs in the town while bringing the Victorian-era luxury hotel back to life this year. Dundalk native Andy Mackin says he bought the hotel as he wanted to return it to its former glory. “Derryhale is a project particularly close to my heart as a native of Dundalk. I used to go there when I was younger and found it heartbreaking to see it closed over the last 20 years and becoming so run down. I’m proud to be able to give something back to the town and to hopefully leave a legacy in my Dad’s honour and name,” he said.
NEW BUTTERFLY AFTERNOON TEA AT KILLASHEE
Killashee Hotel has been a long-standing supporter of Debra since the Butterfly Garden dedicated to the charity was officially opened on the grounds in 2012. It was inspired by Emma Fogarty, an EB sufferer who dreamed of having a garden in a location where those affected by EB could go and enjoy peace and tranquillity. Emma celebrates her 40th birthday this year and to mark this milestone, Killashee has introduced a fundraising Butterfly Afternoon Tea and will donate €2.50 per person to Debra for every afternoon tea served in July and August.
In collaboration with URocked and Paynt, the Restaurants Association of Ireland (RAI) recently surveyed businesses in the hospitality and service industry to establish attitudes around tipping and its impact on both staff and businesses. The survey found that all respondents firmly believe tips contribute to staff morale and directly influence customer service. 75% of respondents agree customers in Ireland are ‘generally predisposed’ to tip for services. The survey also shows confusion surrounding new tipping legislation.
All respondents confirmed their staff receive tips; 100% agreed that tips contributed to staff morale, while 92% said their staff viewed it as a means of supplementing their income.
The survey also examined views on new tipping legislation introduced last year, designed to ensure staff received 100% of tips given to them by customers. 54% said they were in favour of the legislation, 27% were not sure if they were in favour of it and 18% said they were opposed to it.
Half of those surveyed said there was confusion surrounding the financial elements of the legislation and payments to staff/the splitting of tips, while a further 30% said they lacked understanding of the legislative language and how it impacted their business. Another 20% felt they had insufficient processes in place within their workplaces for staff to benefit from the legislation, 42% said the legislation benefited them, 33% said it did not provide them with any additional benefits and 15% said they were unsure.
Adrian Cummins, RAI CEO, said: “This new survey confirms what we have long known: tipping boosts staff morale and income, playing a critical part in the functioning of the hospitality industry as a result. Despite some initial confusion around the new tipping legislation, a majority of restaurateurs now support the legislation and are working hard to ensure it is enacted in establishments across the country.
Going forward, I am confident that clearer guidance from the Department of Enterprise, Trade and Employment, along with the adoption of cashless solutions by businesses, could enhance the new legislation further.”
Seamless Connections
Under Egle Tamosauskaite’s leadership, the Herbert Park Hotel & Park Residence in Ballsbridge has flourished
Egle started her career at the Herbert Park Hotel & Park Residence nearly two decades ago as a Junior Receptionist and through dedication and hard work, she now holds the position of General Manager. Egle places a strong emphasis on staff development, with many employees having long tenures. “Being a familyowned establishment, we uphold significant family values. We see ourselves as one large family, supporting each other through both good and challenging times. This team spirit has not only helped us endure, but also prosper in recent years.” Egle strives to recruit individuals that are passionate about the hospitality industry. “We have chefs who’ve been with us for over two decades, some nearing three. With determination and teamwork, anything is achievable. In my years here, no two days have ever been identical and that’s something we truly enjoy.”
Maintaining relationships with suppliers is a crucial part of Egle’s responsibilities. “We are very meticulous in selecting our suppliers. The main criteria for us are reliability in products and exceptional customer support.” Egle notes that while guests might tolerate issues like lack of hot water, they won’t forgive if the WiFi is down. “Technology is vital, especially for us as a business hotel with extensive conference facilities. To ensure uninterrupted broadband, we’ve partnered with Virgin Media Business for many years. They handle our TV, broadband and WiFi needs seamlessly.”
“Being a family-owned establishment, we uphold significant family values. We
see ourselves as
one large family, supporting each other through both good and challenging times”
Egle praises Virgin Media Business’s exceptional customer service by stating, “I can contact our Account Manager late on a Friday evening and any issue will be promptly resolved. Such reliable service is invaluable.”
Through Egle‘s leadership, the Herbert Park Hotel & Park Residence has not only survived but thrived, maintaining strong staff bonds and ensuring top-notch service and technology for guests and conference clients alike.
Just like the Herbert Park Hotel & Park Residence, Virgin Media Business are supporting businesses with #BackingBusiness, a free networking community for small business owners. Members of the Backing Business Community automatically get access to free webinars, in person events, expert advice and free exposure for their business online and through print materials. Some businesses will also have the opportunity to promote themselves on Virgin Media Television.
The Backing Business Community is FREE to join and there are no catches. Customers and noncustomers are welcome to join and gain access to all resources, however, only Virgin Media Business customers will have access to promote their business on Virgin Media Television.
To sign up to the free #BackingBusinesss community, click here: https://www.virginmedia.ie/business/the-hub/ backing-business/
CLAYTON HOTEL SILVER SPRINGS TURNS 60
In July, Clayton Hotel Silver Springs marked six decades of delivering great hospitality. Throughout its history, the hotel has changed hands several times. From 1987 to 1999, it was known as The Silver Springs (Fitzpatrick), then as the Silver Springs Moran Hotel. In 2016, current operators Dalata Hotel Group took it over and it became Clayton Hotel Silver Springs.
General Manager Tracy Newman said: “As the hotel turns 60, we are proud to deliver our personable brand of hospitality. From small gestures to going the extra mile, we pride ourselves on providing a real personal touch."
50 MILE MENU AT CROKE PARK
Croke Park has picked up an international award for Best Product Innovation for its 50-Mile Menu at The Stadium Business Awards 2024 at Emirates Old Trafford. Launched in 2023, Croke Park is championing seasonally inspired and locally acquired food for meetings and events held at the venue, with carbon ‘foodprint’ scores and a new 50 Mile concept, making it easier for businesses to plan sustainable and environmentally conscious events. Croke Park Meetings & Events sources 85% of all produce from within the island of Ireland, with 70% grown or produced from within a 50-mile radius of the stadium, including Croke Park’s own farm. This statistic inspired the events team to develop the new menus, which showcase local suppliers and gives clients more choice and power when it comes to deciding how strong a sustainability focus they want their event to have.
METROPOLE LAUNCHES 2024 JAZZ FESTIVAL CLUB
Tickets for the 2024 Jazz Festival Club at the Metropole Hotel have gone on sale, with the hotel once again playing host to a range of diverse artists and music over the October Bank Holiday weekend. A number of acts have already been confirmed including the New York Brass Band, Ben Beattie, The Swing Cats, Harry Connolly and the Hugh Buckley trio. Fans of swing, funk, groove and blues will be well catered for with a mix of Irish and international acts, while there will also be a number of Jazz Dining Experiences in the hotel’s Riverview Restaurant.
For the marinade
• 2 tbsp soy sauce
• 1 tsp grated garlic
INGREDIENTS
ai Basil Beef reminds SHAM HANIFA , Head Chef and owner of e Cottage Restaurant, of his childhood
When I was growing up, my Thai grandparents lived with us until I was 13 years old. My grandmother was a cook at the Buddhist temple, where she cooked for the monks and visitors. She made this dish with pork, but my mother uses the best bit of beef she can get instead. It always brings back memories of my childhood for me.
Phad Gra Pow ( ai Basil Beef) Serves 4
Method
• 1 tsp light brown sugar
• 1 tsp ground black pepper
• 500g beef fillet, sliced very thinly
To cook
• 2 tbsp vegetable oil
• 2 garlic cloves, thinly sliced
• A thumb-sized piece of ginger, peeled and thinly sliced
• 1 shallot, thinly sliced
• 1 fresh red chilli, thinly sliced at an angle
• 1 tsp ground black pepper
• 2 tbsp oyster sauce
• 1 tbsp soy sauce
• 2 tbsp water
• 1 tsp light brown sugar
• 1 tsp slaked cornflour (i.e. cornflour mixed with a little liquid)
• Mix together the soy sauce, garlic, sugar and pepper. Put the beef in a shallow bowl or baking dish and pour over the marinade. Set aside for just 15 minutes while you prepare the rest of the ingredients.
• Put a dry wok or a large frying pan on a high heat and let it get really hot – don’t add any oil. Add the beef and stir-fry for 1 minute, then push it to the sides of the wok or pan to keep the middle clear.
• Add the oil, garlic and ginger and stir-fry for 30 seconds. Add the shallot, chilli and black pepper, then mix the beef back in. Stir-fry for another 30 seconds, then add the oyster sauce and soy sauce. Cook for 1–2 minutes, then pour in the water to dilute the saltiness.
• Let it bubble up and reduce, then stir in the sugar, cornflour and most of the basil. Cook until the sauce thickens and coats the beef.
• remaining
• A handful of fresh Thai basil leaves
To serve
• Boiled basmati rice
Serve with boiled basmati rice and garnish with the remaining whole basil
This recipe is taken from AGAK-AGAK, the latest cookbook from Blasta Books
Cart Drinks
The latest releases, news and all things drinks-related
CAFÉ EN SEINE DOES GIN
Café en Seine has opened Malfy Gin Terrace, a new Italianinspired oasis nestled within its Street Garden. A refreshing Malfy Gin Summer Spritz cocktail menu is designed to transport guests to the sun-drenched Amalfi Coast. The terrace will be offering an exclusive range of Malfy Gin cocktails, each crafted to highlight the distinctive and fruity flavours of this premium Italian gin. www.cafeenseine.ie
LEARNING FOR LIFE
Diageo Ireland recently marked the tenth anniversary of its Learning for Life hospitality training programme, which has seen almost 2,000 people from disadvantaged and minority communities graduate to date. The programme supports people who may have faced barriers to employment and helps them gain the skills, training and confidence to pursue a career in hospitality. www.diageo.com
TRIO FROM BOANN
Boann Distillery has unveiled its first Single Pot Still Irish Whiskey release for the worldwide market, with a trio of new whiskeys. Almost five years in the making, the three expressions – Marsala, Madeira and Pedro Ximinéz – join a stable of drinks launched by the distillery, including Silks Irish Dry Gin and The Whistler whiskey brand. www.boanndistillery.ie
THE FULL IRISH
Unveiled at Whiskey Live 2024, Blackwater Irish Whisky’s ‘The Full Irish’ showcases the three styles of Irish whiskey – grain, single malt and pot still. The new whiskey contains 45% Blackwater produced single malt, 45% Blackwater produced pot still (both five years old) and 10% sevenyear-old grain whiskies, finished in stout casks from Hopfully Brewing Company. www.blackwaterdistillery.ie
Talking to... Lorraine Crimmins
The Crimmins Hotels &
Leisure CEO
is on a mission to make her properties more inclusive
HOW’S BUSINESS GOING?
Business is going really well. Occupancy levels are positive; we’re at 85% for the summer months in Hotel Killarney and The Clybaun Hotel in Galway. For me, the past few years have been a learning curve. I was thrust into the role of CEO when my husband passed away a number of years ago. The hotels were his brainchild so it’s important to me to keep them going and ensuring they’re successful. I’ve had a lot of learning to do but I’ve also had an incredible team of people supporting me behind the scenes. We’re partnered with Tifco Hotel Group and they have also been an amazing support to me. I’m very aware that many hoteliers in Ireland are brought up in the industry and have people to bounce off. It’s different for me so Tifco really is my sounding board.
CAN YOU TELL ME ABOUT YOUR PARTNERSHIP WITH CUBBIE?
Cubbie is a self-contained, immersive sensory space that helps regulate sensory stress through tailor-made programs. It comes with a range of images, sounds and lighting that can be programmed to suit the sensory profile of each person. You’ll generally find them in schools, hospitals or libraries. We’ve installed two of them in Hotel Killarney and one in The Clybaun and we’re the first hotel in Ireland to have them. Creating more inclusive hotels, particularly for people with autism, has been my ambition for a long time. Over the years we had several meetings around how to make our hotels more inclusive, but nothing seemed right. One day I was reading about Cubbie and straightaway, I knew this was the answer. At the time, we had just undertaken a massive refurb in Hotel Killarney so it was a great way to sneak a bit of change in. I’m not from a hospitality background and sometimes I have different views on certain things; I’m sure my Financial Controller was delighted with me!
WHAT’S THE REACTION TO THE CUBBIES BEEN LIKE?
In the first week in Killarney, we had 81 people using it. It’s not just children either; in that first week, we were seeing a lot of adults coming in after work to use it. The Cubbies are for the
community as much as they’re for our guests. Really, they’re our way of giving back. They’re a great start on our journey to making our properties more inclusive. They’re free to use and open all the time, anytime the hotel is open.
YOU ALSO LAUNCHED GALWAY’S AUTISM-FRIENDLY CITY CAMPAIGN EARLIER THIS YEAR
I did, which was such an honour. Being autism friendly or more inclusive isn’t really about having awareness of the child – it’s more about knowing how to support the parent and being cognisant about the practical things. Our hotels are now AsIAm certified and our staff have received training, which has really helped increase staff morale. On our websites, we’ve also added 3D modelling where guests can take a walk around the hotel and see what it’s like before their stay. People with autism like to plan, they like to know where they’re going and what to expect. We’ve had great feedback on that.
CAN YOU TELL ME ABOUT THE REFURBISHMENT AT HOTEL KILLARNEY?
We redesigned the two and three-bedroom family suites along with the superior rooms and because they were looking so good, we decided to redo the downstairs too. The week before Christmas, the builders ripped everything out so now, we’ve got a new bar, new ground floor lobby, restaurant and coffee dock. Our fantastic builders, KPH Construction, turned it around in 10 weeks. It took an incredible team to get it over the line and it’s been an amazing transformation. We’re a three star property but we’re currently reclassifying to a four star.
ARE THERE MORE REFURB PLANS IN THE WORKS?
Yes, we’re looking at redoing the staff offices. We’re also going to convert the front of the building, which would have been the original hotel, into offices and meeting rooms. A glass corridor will also be installed and we’re changing the entrance of the leisure centre to give us a courtyard off our bar. This year, we’ve spent nearly €9 million. When you’re a seasonal hotel, you have those few months in winter to really get things moving so you need to have all your ducks in a row.
“Cubbie is a self-contained, immersive sensory space that helps regulate sensory stress through tailor-made programs”
DO YOU LIKE WHAT YOU DO?
I really enjoy my role. I’m never off and never not working, but I love it. I think the fact that I don’t have an ego helps; I have no problem telling a person I don’t know, but I’ll find out. When my husband passed away, it was very sudden. He was only 34. He was a fantastic businessman and very much a people person. I had to throw myself into work. I’m lucky that I had always been involved in the business, but had never been front and centre. I was really good at filing and finding faults in contracts! We were a great team, so it was a very difficult time. At the beginning, I was very much winging it and I found that if I didn’t stand my
ground, there was the potential to be taken advantage of. Not by staff or by Tifco, but maybe by people I had to negotiate contracts with. By staying calm and holding my own, I think people learned that when I said no, I meant it. That was way out of my comfort zone, but it’s something I’m grateful for today.
As she celebrates 20 years at the Herbert Park Hotel and Park Residence, General Manager EGLE TAMOSAUSKAITE talks about having a positive impact on the lives of guests and staff and the culture of staff progression
to CommitmentExcellence
“True leadership is when people strive to do their best because they want to make you proud, not because they have to. It’s about creating an environment where everyone feels genuinely heard and valued”
WHEN DID YOU TAKE UP THE ROLE OF GENERAL MANAGER AT THE HERBERT PARK HOTEL?
I started my career at Herbert Park Hotel & Park Residence 20 years ago as a Junior Receptionist. I was appointed General Manager three years ago. Most of my career was spent as Front Office Manager, where I greeted guests and ensured they had the best experience possible, encouraging them to return.
CAN YOU TELL ME ABOUT YOUR CAREER BEFORE JOINING HERBERT PARK?
Back in Lithuania, I worked as an English interpreter. My only hospitality experience before joining Herbert Park & Park Residence was working at the front desk of a small family-owned hotel in New York.
WHAT ATTRACTED YOU TO THE HOSPITALITY INDUSTRY?
What drew me to the hospitality industry was the incredible joy of meeting people from diverse nationalities and cultures every single day. There's a special magic in those interactions; I always tell my staff that people share their energy with us in exchange for a genuine smile and heartfelt service. The greatest reward for me is the satisfaction of turning a challenging guest into a happy one. This industry is also unique in that it fosters deep, lasting friendships among colleagues. It's a profession where you get to make a positive impact on people's lives, creating memorable experiences and spreading kindness and warmth every day.
WHAT DO YOU LIKE ABOUT THE INDUSTRY?
I love that no two days are the same and working in a hotel is like attending the school of life – you become a plumber, psychologist, priest, babysitter, accountant and more. The gratification of knowing that your care can change a customer's day is immensely rewarding.
WHAT IS IT ABOUT LEADERSHIP THAT YOU LIKE?
From a young age, I aspired to be a leader like my father. Over the years, I've discovered the true essence of leadership: it's about inspiring and nurturing others. True leadership is when people strive to do their best because they want to make you proud, not because they have to. It’s about creating an environment where everyone feels genuinely heard and valued. I believe that when people are happy and fulfilled at work, they naturally give their best. As a leader, my greatest joy comes from seeing my team members thrive and knowing that I’ve played a part in their success and happiness.
WHAT IS YOUR AIM AS GM AT THE HERBERT PARK HOTEL?
My aim as General Manager is to create a place where our hotel is renowned as one of the finest 4-star properties in Ireland. This year, being ranked #11 on TripAdvisor in the country and #8 in Dublin is a testament to our dedication. These accomplishments are a direct result of my incredible staff. My goal is to ensure every employee at Herbert Park Hotel & Park Residence feels a deep sense of pride and belonging. I want them to say with conviction, "This is a
fantastic place to work," because it truly is. Our success is built on a foundation of teamwork, mutual respect and a shared commitment to excellence.
IS THERE SOMEONE IN YOUR CAREER THAT HAS INSPIRED YOU?
It's difficult to pick just one person as I've had many inspirations over the years. However, Anna O’Dell, a well-known figure in the hospitality industry, comes to mind. Her saying, "Great GMs develop fantastic new GMs," has stuck with me and significantly influenced my approach to staff development.
HOW IMPORTANT IS CUSTOMER SERVICE AT THE HERBERT PARK HOTEL?
Customer service is crucial. You can have luxurious furnishings, but if your staff are cold and robotic, you won't succeed. Our ethos is "understated luxury with a personal touch." We train our staff to care for customers genuinely, ensuring service feels effortless and guests feel valued, which always surpasses formal perfection.
IS CAREER PROGRESSION ENCOURAGED?
Absolutely! I am a prime example of progression from the bottom to the top. We have success stories of individuals starting as kitchen porters or cleaners and now serving as managers. We promote from within, giving staff opportunities to develop, switch departments, gain new skills and learn from senior management.
WOULD YOU DESCRIBE THE HOTEL AS A PROGRESSIVE ENVIRONMENT?
Yes, the hotel has made significant progress in recent years. Sustainability drives our recent investments, with more projects in the pipeline. Technology upgrades help us move towards a greener future, and we pride ourselves on continuous improvement. Although times are changing and visibility may require adapting to new trends, such as social media, we believe true success lies in maintaining our family values, which keep us in people's hearts longer.
WHAT ARE YOUR AMBITIONS?
My main ambition is to develop strong industry professionals to strengthen our brand daily through our team's professionalism. Passion is contagious and when managers feel my enthusiasm, they pass it on to their teams. It's a domino effect of striving to be the best.
Meet theTeam
As a family-owned independent 4-star hotel, Herbert Park Hotel & Park Residence in Ballsbridge, Dublin 4 prides itself on its family values, which carry across to the hotel’s established team. This year is all about celebrating several exciting milestones amongst staff:
NIVES GOLUB
Front O ce & Sustainability Manager
“When I joined this company as an F&B Assistant, I felt warmly welcomed. However, I knew I had to prove myself – not just that I could do the job, but that I could do a great job! Yes, the struggle was real but with the incredible support I received, I got promoted! It didn’t stop there – I knew I could do more, so I challenged myself and guess what? I got promoted again! And again... and again!! I could get used to this. Shout out to my amazing colleagues for their trust, love, and support –you know who you are!”
“Shout out to my amazing colleagues for their trust, love, and support – you know who you are!”
RonanCasas,Receptionist(5years);BiancaMuscalu, HousekeepingManager(8years);IvanSantosGomes, KitchenPorter(7years);NivesGolub,FrontO ce& SustainabilityManager(6years);MarijanGalic,Receptionist(7years);ShonaghByrne,Revenue&ReservationsManager(7years);JohnHurley,NightPorter(6 years);IoanaMiron,ReceptionSupervisor(8years)
Kiran Singh, Head Chef (21 years), Alfredo Garduno Solaegui, Sous Chef (22 years)
“The reason I have remained with the hotel is largely due to the Directors, management, and especially the incredible staff I have had the privilege to work with over the years”
ROMMEL MONTANO Assistant General Manager
“Not knowing what I will be dealing with on a day-to-day basis is both challenging and exciting! From envisioning different scenarios and going through the process of elimination to making decisions, it all gives me the adrenaline to keep going. I am fortunate to have great support from the people around me who don’t just stand by me – they stay with me not just for days, weeks or months, but for years. I’ve been here for 14 years and counting, starting my journey as a Night Auditor to my current role, Assistant General Manager.”
ADAM BUTLER Conference & Operations Supervisor
“I began my journey in 1996 as a kitchen porter and have since progressed through various roles within the hotel. Today, I am proud to serve as the Conference and Operations Supervisor, with aspirations of becoming a manager one day. After 28 years, I am still going strong. The reason I have remained with the hotel is largely due to the Directors, management, and especially the incredible staff I have had the privilege to work with over the years – they truly are my second family. Every day at the hotel brings something new, with our guests always being the top priority.”
Rommel Montano, Assistant General Manager (14 years); Kamel Ladharu, Demi Chef de Partie (13 years); Siva Nallan, Restaurant Manager(11 years); Joe Reid, F&B Assistant (13 years)
Bernie Alonzo, Concierge (19 years); Lourdes Hernandez, Accounts Team Leader (18 years); Milan Paduch, Kitchen Porter (19 years); Kevin Ramen, Executive Head Chef (18 years); Frankie Jurecko, Head Kitchen Porter (17 years); Elenora Francis, Accounts Assistant (17 years); Anton Lancos, Head Linen Porter & Maintenance (18 years)
Personalised experiences give hoteliers the edge, writes DR
DONAGH DAVERN
The Personal
“Advances in technology have dramatically changed how hotels operate, but the importance of human interaction in the service sector and the establishment of a connection with clients cannot be disregarded”
Touch HOW
do hoteliers make their particular property
stand out from the crowd in an ever-growing market? The key today is personalisation. According to marketing technology company Epsilon, 80% of consumers are more likely to do business with your company if you offer personalised experiences. Remembering the preferences of a returning guest –their favourite dish in the restaurant, the particular way they like their drink prepared, allocating their preferred room and the overall anticipation of their needs are actions that people remember and result in them returning again and again. Good service is always remembered and a recent customer loyalty survey conducted by PwC found that more than 25% of respondents stopped buying from a specific business in the past year due to negative experiences, with the percentage even higher for hospitality businesses.
Advances in technology have dramatically changed how hotels operate, but the importance of human interaction in the service sector and the establishment of a connection with clients cannot be disregarded. A warm welcome and recognition of repeat business are crucial. This can be supported by Artificial Intelligence (AI), which enables the customisation of the guest experience based on
extensive analysis of data which in-turn generates client preferences and behaviour which can be used to enhance their stay.
One of the things I always tried to impart to my team as a hotelier was to personalise a guest’s experience in some way so that they felt special. I tried to make a special effort when it came to our younger guests –tomorrow’s customers – and one
of the ways we did this was to put cookies with the child’s name written in chocolate on it by their bedside at evening turndown. Simply entering their name and ages in the hotel’s property management system was also an essential task so that we could recognise them by name on subsequent check-ins, especially if we were using the “child’s step” at reception to allow a child to “checkin” themselves! This recognition was appreciated by the children and of course their parents and I’m sure on a number of occasions when it was asked in a household “where will we go on holidays this year?”, it was the reason why our hotel was chosen over another.
We once stayed in the amazing Forbes 5 star ranked Ashford Castle for my wife’s birthday. From start to finish we encountered exceptional service, from the gatekeeper wishing my wife a happy birthday on our arrival, to recognition of her special day both in a room amenity and at dinner. This is indeed service which you will remember and the reason this property is recognised internationally for its exceptional standards.
What struck me about a visit to the 4 star Armada Hotel in Clare was the staff’s use of “we”. It’s something that I always look out for on hotel award inspections – do the staff feel part of the team with managers and owners and use “we” when talking about the hotel, or is it an “us and them” scenario? If owners and managers can encourage all staff to feel part of a team delivering exceptional guest service, you certainly feel this culture in your guest experience.
Exceptional service can sometimes be encountered having started off as a complaint. A corporate client once told me that the reason we were getting his lucrative account was because he saw how we had handled a complaint which he had on a previous leisure visit. It was handled so well that he decided to move his future corporate business to us.
In combination with ever-evolving AI technology, past guests who have shown a preference for spa treatments on previous stays can
80%
OF CONSUMERS ARE MORE LIKELY TO DO BUSINESS WITH YOUR COMPANY IF YOU OFFER PERSONALISED EXPERIENCES
have these suggested to them during their booking process, benefiting the hotel through ancillary revenue, but also personalising and enhancing the guest’s experience. By providing personalised service and product recommendations, hotels can enhance the guest shopping experience and in turn, increase customer satisfaction – extra revenue for the hotel and a better experience for the customer is a win-win scenario.
Birthday or occasion cards are another way that hotels can extend their marketing reach beyond the hotel walls and stay close to a regular customer. When we had our first child, one hotel we had stayed in at the latter end of my wife’s pregnancy sent us a very thoughtful gift for the newly arrived baby – the teddy bear had their logo on it lest we forgot them when considering future family breaks away!
25%
OF RESPONDENTS STOPPED BUYING FROM A SPECIFIC BUSINESS IN THE PAST YEAR DUE TO NEGATIVE EXPERIENCES
“Seventy-one percent of customers expect companies to deliver customised interactions, with 76% feeling upset when they don’t receive the personal service they had anticipated”
Service personalisation is a costefficient measure which increases the overall customer experience and hence their satisfaction. This strategy helps the guest to feel special and in turn, can lead to positive on-line reviews and positive word-of-mouth, along with return guests, all leading to enhanced profitability. A recent survey by McKinsey found that personalisation typically yields a 10 to 15% revenue lift and that 71% of customers expect companies to deliver customised interactions, with 76% feeling upset when they don’t receive the personal service they had anticipated. Therefore, a relentless focus on the guest experience is necessary as it allows hotels to distinguish themselves from their competition, encouraging clients to return and inspiring them to refer friends and family to the hotel. Personalisation takes on the competition head-on; in the short-term it creates more satisfied guests, while also building lasting customer relationships and long-term profitability for the future of the hotel.
Dr Donagh Davern is a Lecturer at Munster Technological University and a former General Manager
NEW ROE & CO FLOR SINGLE GRAIN
IRISH WHISKEY
REFURBISHED Refreshed +
hotel in Northern Ireland has opened its doors in Belfast’s Gasworks district
“We are very much looking forward to introducing our guests to this new upscale experience on the doorstep of everything Belfast has to offer”
Belfast’s newest hotel, voco Belfast, has officially opened in the Gasworks district following a £3.6 million refurbishment of the former Radisson Blu Hotel. voco is part of IHG Hotels & Resorts and this is the voco brand’s first hotel in Northern Ireland. The hotel was purchased by Cliste Hospitality in November 2023 and began a major refurbishment programme earlier this year. With a portfolio of 14 hotels, this is Cliste’s first investment in Belfast and joins 13 venues including Kilkenny’s Hibernian, Dublin ONE, Tullamore Court and Radisson Blu in Limerick, Sligo, Athlone and Cork. The group has stated it is looking at further hotel opportunities in Northern Ireland.
Danielle McGinley, Director of Sales & Marketing at voco Belfast, said: “It’s an
“We are very much looking forward to introducing our guests to this new upscale experience on the doorstep of everything Belfast has to offer”
exciting time to open such a stylish new offering in a city that really appreciates style. It has been a pleasure to work together with our partners to ensure that voco Belfast stands out as a distinctive destination for guests to enjoy. We appreciate all the input and hard work from IHG, ODON Design and Pure Fitout, as well as from the voco Belfast and Cliste Hospitality teams, to allow us celebrate the opening. We are very much looking forward to introducing our guests to this new upscale experience on the doorstep of everything Belfast has to offer.”
The 120-room hotel features ground floor food and beverage offerings including Pomo, the hotel’s bar and Italian-inspired restaurant, along with an outdoor terrace. There’s also a contemporary event space with six individual rooms ideal for meetings and small gatherings.
Interior architects O’Donnell O’Neill Design says they focused on creating a property that feels upscale, but with a laid-back spirit. On the ground floor, warm base tones with pops of colour and pattern have been layered through bespoke carpets and art, creative lighting, textured tiling and comfortable characterful furniture. Upstairs, think comfy beds with plush bedding, luxurious bathroom amenities and techfriendly must-haves including Smart TVs and fast Wi-Fi in every room.
Joanna Kurowska, Managing Director of
UK and Ireland operations for IHG, told the Belfast Telegraph that voco was its premium brand. “Voco was designed by us in 2018 to respond to the growing needs of the conversion market. This hotel is a perfect example of something that lends itself very well to spaces that need new life breathed into them. That’s exactly what’s happened here. If you knew the hotel before – the colour scheme, the way it looked, the way it felt and the sense of arrival – that was so different than it is today.”
voco Belfast doesn’t have a star rating; IHG Hotels & Resorts segments the market by using the terms standard, premium and luxury. The new Belfast hotel is a ‘premium’ hotel, says Joanne. “Premium means it’s in the middle between the luxury space and the standard space. It’s all about the experience and quality of service.”
“Upstairs, think comfy beds with plush bedding, luxurious bathroom amenities and tech-friendly must-haves including Smart TV’s and fast Wi-Fi in every room”
My Most Memorable Meal
My most memorable meal has to be dinner at Chapter One in Dublin. With two Michelin stars, it was worth every penny. I dined there in January 2023 with my wife and daughter and what an experience it was! From the initial booking in November, the anticipation and excitement carried through Christmas and into January. We were so excited!
We flew up on the morning of our 9pm reservation and met my daughter, who had taken the train from Cork. We spent the day exploring the city, keeping a close eye on the clock in eager anticipation. Back at the hotel by 6pm, we freshened up, put on our glad rags and headed to Parnell Square for 8:30pm.
Entering the restaurant a bit nervously, aware of its 2-star status and reputation as one of the best in the country, we were immediately put at ease by the relaxed, comfortable and friendly atmosphere. From the host to the barman, sommelier
and waitstaff, everyone was so welcoming.
“The service, pacing of courses, quantity of food and the friendliness and professionalism of the staff were remarkable”
We enjoyed drinks in the bar area before being shown to our table for three in one of their beautiful rooms at 9pm. The table setting was minimal yet inviting and our anticipation continued to build. We chose the set menu and every dish from the snacks to the starters, to the mains (venison), different breads with each course and the chocolate dessert, was absolutely stunning. The service, pacing of courses, quantity of food and the friendliness and professionalism of the staff were remarkable. We cleaned our plates with every course, left feeling full, satisfied and a bit giddy – possibly from the wine – and skipped back to the hotel in the early hours. I replayed the evening in my head for weeks afterward. Simply stunning.
A big thank you to everyone at Chapter One!
Dave Norris is Head Chef at Ard na Sidhe Country House
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