Hotel & Catering Review - Issue 8 2023

ISSUE 8 2023

Refurbished Refreshed

NEW LOOK FOR TULFARRIS HOTEL & GOLF RESORT

BEST IN CLASS

Make WORK FAIRER Encouraging

TERRE’S SHAUNA MURPHY is the 2023 Euro-Toques Young Chef of the Year

‘fair work’ in the hospitality industry

ERA

A New

RÓNÁN O’HALLORAN on transformative changes at Glenlo Abbey

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Contents ISSUE 8 2023

IN THIS ISSUE

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“We’re constantly innovating our service and striving to raise guest expectation.

The Glenlo brand has changed so much in the past few years; we’re providing guests with an entirely different offering today and it’s one that will continue to evolve and improve into the future” Rónán O’Halloran, General Manager, Glenlo Abbey

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REFURBISHED & REFRESHED

The first phase of a multi-million refurbishment at Tulfarris Hotel & Golf Resort is complete

EURO-TOQUES

Terre’s Shauna Murphy is the 2023 Euro-Toques Young Chef of the Year

TALKING TO

Orla McAndrew, Conrad Dublin’s Learning and Development Manager, on why every day’s a school day

CAREERS

Chef Network is inviting members of the public to work in professional kitchens across the country

FIRST CLASS SERVICE

A new electronic payment system from BOIPA has improved the customer service experience at Wineport Lodge

FAIR WORK

How to encourage ‘fair work’ in the hospitality industry was the topic of a recent symposium in Galway

REGULARS

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NEWS

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A QUICK CHAT

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Editor: Denise Maguire Creative Director: Jane Matthews Art Director: Lenny Rooney

Editor’s View Welcome to issue 8 of Hotel & Catering Review 2023

Designer: Neasa Daly Stock Photography: iStock Infographics: www.flaticon.com Production: Claire Kiernan Sales Director: Trish Murphy Managing Director: Gerry Tynan Chairman: Diarmaid Lennon

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

Tel: (01) 432 2200 ISSN: 0332-4400 All rights reserved. Every care has been taken to ensure that the information contained in this magazine is accurate.

The publishers cannot, however, accept responsibility for errors or omissions.

Reproduction by any means in whole or in part without the permission of the publisher is prohibited. © Ashville Media Group 2023. 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.

For the first time since September 2019, you’ll find no builders on-site at Glenlo Abbey. An extensive series of refurbishment works are complete – works that have repositioned the brand and broadened its offering to guests. Earlier this year, 11 self-catering residences opened at the hotel. ‘The Lodges’ were fully occupied all summer and bookings for the rest of the year look healthy, says GM Rónán O’Halloran. A new standalone kitchen for the Pullman Restaurant has also been added along with a new bedroom wing, a new restaurant and a new boutique spa. Guest lounges including The Tapestry, The Ffrench Room and The Abbey have undergone a sensitive refurbishment and the grounds have also been refreshed. It’s been a continuous, quiet evolution as opposed to a big reveal says Rónán and work is expected to kick off again next year with a bedroom refurb. For more on the changes that have taken place at Glenlo over the past few years, turn to page 20.

Tulfarris Hotel & Golf Resort has also had a makeover, with the first phase of a multi-million refurbishment completed recently. A new dining offering has been added to the Wicklow hotel, along with new bedrooms and a contemporary new entrance. Phase 2 of the refurbishment, which will see new spa and leisure facilities, is due to kick off in the new year.

Elsewhere in this issue, we caught up with food consultant Ruth Hegarty about Open Kitchen Week 2023, an initiative that invites members of the public to find out what it’s like to work in a professional kitchen.

On page 12, we take a look at this year’s Euro-Toques Young Chef of the Year competition and on page 26, we read about a ‘fair work’ symposium that recently took place at University of Galway. Organised by Dr Deirdre Curran, the event asked - how do we encourage ‘fair work’ in the hospitality industry?

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

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

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

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News

Your monthly round-up...

Inchydoney staff

BIG WINS FOR IRISH HOTELS Inchydoney Island Lodge & Spa was named Ireland’s Leading Hotel 2023 at the World Travel Awards Europe gala ceremony in Batumi, Georgia. The hotel will go on to compete on the world stage at the Grand Final event towards the end of the year. “Giving our guests the best experience we can is what drives our team and makes us want to continually improve and grow and it is really fantastic to see our efforts recognised,” said Owner and Founder, Des O’Dowd.

Luttrellstown Castle was also announced Europe's Leading Luxury Wedding Resort 2023 at the event. “We are truly delighted to win this award, it’s a wonderful accolade for us. It was a hotly contested category so it’s even more rewarding to

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Luttrellstown staff at the World Travel Awards Europe

know we won. It's always a team effort so a big thank you to all our colleagues and thanks to everyone who voted for us,” said Luttrellstown Castle Resort CEO Ivan King. The Europe Hotel & Resort in Killarney was also named one of the Top Ten Resorts in Europe, as was The Killarney Park Hotel.

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News

PIZZA DA PIERO WINS GOLD Pizza da Piero, a company that makes pizza bases, won Gold in the Pizza category at the Irish Quality Food and Drinks Awards.

The pizza bases are crafted by Gianpiero De Vallier, an Italian artisan baker with over 25 years of expertise. Piero, alongside his Irish wife Cliona Swan, founded The Artisan Pizza Company, better known as Pizza da Piero, in 2007. “We are immensely proud of our entire Pizza da Piero family.

This award is a testament to our bakers, the trust and loyalty of our customers, the support from our suppliers and the love from our families who've been with us every step of our journey,” said Cliona.

FROM RUGBY TO GOLF Carton House, a Fairmont Managed Hotel, has welcomed Ireland rugby player James Lowe as Ambassador of Golf for its five star resort. James didn’t take up golf until the pandemic started, when it was one of the only sports allowed to continue. “When I started playing a few years ago, I was a beginner who really didn’t know what I was doing but with the help of some of the pro golfers at Carton House, in particular Liam McCool, my handicap has reduced significantly. Whether I’m fitting in a short practice on the driving range or a day out on the course with some friends, the facilities and staff here make the whole experience so enjoyable, so I jumped at the opportunity to be their Golf Ambassador,” says James.

75 YEARS OF SERVICE AT TRIGON HOTELS Trigon Hotels has celebrated 75 years of service among 11 of its team members. The group, which includes The Metropole Hotel and The Cork International Hotel, honoured the team members at its annual Long Service Awards. General Manager at the Metropole Hotel, Roger Russell, has been with the hotel for 20 years. Patrick Sinnott who works in housekeeping at The Cork International Hotel has served 10 years, while the other nine team members have each served five years each.

“When you work in hospitality, it is important to have a strong and dependable team around you. Having that support and assistance from the people who you work with and see on a daily basis is key to running a successful business and we are very lucky with team members at Trigon Hotels. It also helps to know that when you come into work every day, there are people there to make you smile and share a joke with,” said Roger.

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APPOINTMENT Clontarf Castle has announced the appointment of Elaine Dunne as Director of Sales & Marketing. Elaine worked at The Westin, The Shelbourne and The K Club in Kildare before taking up her new role at Clontarf Castle. “We are thrilled to have Elaine with us at Clontarf Castle. Her experience in luxury properties is a fantastic asset to the team and we are looking forward to working together to enhance our guest experience at the hotel,” said General Manger Sarah Flavin.

IRISH SUPPORTING IRISH Lorraine Heskin, CEO and Founder of Gourmet Food Parlour, has partnered with Pat Rigney of Drumshanbo Gunpowder Irish Gin and Caroline Keeling of Keelings to create ongoing collaborative activities that will appeal to all their customers. The first step in the collaboration is the restaurant’s new beverage programme and the launch of new cocktail, Strawberry Fields. Gourmet Food Parlour is also developing a collaborative staff training and incentive programme with both Drumshanbo and Keelings, to educate their teams about the importance of working alongside Irish producers and partners.

STRAWBERRY FIELDS • 50ml Gunpowder Gin • 30ml Keelings strawberry & pink peppercorn syrup* • 25ml fresh lemon juice • 30ml egg whites Prepare a coupe cocktail glass by rimming one side with strawberry popping candy and berry dust. Add egg whites to a cocktail shaker followed by gin, lemon juice and strawberry & pink peppercorn syrup. Fill with ice and thoroughly shake. Strain back into the cocktail shaker and discard the ice before giving it another dry shake. Strain into pre-prepared cocktail glass.

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* KEELINGS STRAWBERRY & PINK PEPPERCORN SYRUP (makes 1 litre) • Keelings strawberries 400g • Caster sugar 625g • Water 500ml • Lemon juice 125ml • Pink peppercorns - 3 tbls Quarter strawberries and macerate in caster sugar in the fridge overnight. In a heavy bottomed saucepan, combine macerated sugar, strawberries, water and lemon juice. Mash strawberries with a potato masher before adding pink peppercorns and bringing to a boil over medium heat. Reduce to a simmer for 30 minutes, then remove from heat and allow to cool. Pass through a fine mesh strainer, pressing the fruit gently.

If there is sediment, you can pass through a cheese cloth before bottling and refrigerating.

SALT ROOM OPENS AT THE MONTENOTTE At the newly opened Salt Room in Bellevue Spa at The Montenotte, small salt particles are diffused into the air, creating a microclimate reminiscent of natural salt caves. The walls of the Room have been crafted from over 1400 Himalayan salt bricks directly from the Himalayas in Pakistan. Guests are invited to recline on a chaise longue and allow their bodies to absorb the natural minerals. According to the hotel, the range of health benefits makes salt therapy extremely popular for those wanting to improve their physical well-being.

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BIG AMBITIONS IN CO CLARE Tourism leaders across County Clare have joined forces to achieve Ireland’s first Global Sustainable Tourism Council (GSTC) Destination Certification.

The process involves putting a structured framework in place to measure progress, identify potential risks and identify areas that require improvement. A County Clare GSTC Destination Green Team has been tasked with overseeing the process of securing the sustainability accolade.

Leonard Cleary, Director of Tourism Development with Clare County Council, said: “The Green Team comprises representatives of organisations and communities that have shown leadership down through the years in devising, managing and further developing sustainable and tourism policies for their respective areas. Bringing this wealth of experience together for the purpose of achieving countywide GSTC Destination Certification will elevate County Clare to the status of best in class when it comes to sustainable tourism in Ireland and will demonstrate that Clare tourism operators take sustainability seriously."

NEW LOOK FOR ARIEL HOUSE Ariel House in Ballsbridge, part of The iNUA Collection, celebrated a recent refurbishment and stylish new look with a Champagne reception recently. Fourteen guestrooms and the ground floor including the reception area, drawing room and conservatory have been updated at the guesthouse which is owned by the McKeown family. Managing Director Jennie McKeown oversaw the half a million euro refurbishment of the 37-room property earlier this year, along with General Manager Keila De Souza who joined the team this year from Radisson Blu Hotel & Spa, Cork.

A NEW CHAPTER FOR DUNDALK The Gateway Hotel Dundalk, the new name for The Crowne Plaza Hotel Dundalk, has officially opened. Owned by the O’Callaghan Family Group, the hotel will be managed by The iNUA Collection hotel group. All existing management and employees previously employed by The Crowne Plaza Dundalk will continue to work at The Gateway Hotel. “We're absolutely delighted to include the newly rebranded Gateway Hotel, Dundalk to our growing family business. We've acquired a landmark property in the town with an excellent team and a loyal clientele. We see huge potential for The Gateway Hotel and we're excited to enhance the look and feel of the property in the months and years ahead,” said Matthew O’Callaghan.

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Refurbishment

REFURBISHED The first phase of a multi-million refurbishment at Tulfarris Hotel & Golf Resort is complete

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Refreshed A

t the beginning of 2023, it was announced that Mayrange Hospitality had purchased Tulfarris Hotel & Golf Resort in Co Wicklow. Since then, the first phase of an extensive refurbishment programme has been in full swing. Phase one, consisting of a new dining offering, new bedrooms and a contemporary new entrance has just finished and phase two, which will add new spa and leisure facilities to the resort, is due to kick off in the new year.

With Tulfarris’ new look the goal, says General Manager Darren Byrne, is to give a five star service for a four star price. “Refurbishment works and improvements at the hotel are allowing us to offer our guests the quality and service they would expect in a five-star hotel, at a four-star rate. Our staff are delighted with the refurbishment; it’s given everyone a sense of pride in where they work.”

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Refurbishment

“Our staff are delighted with the refurbishment; it’s given everyone a sense of pride in where they work”

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A few years back, the grand staircase in the lobby at Tulfarris was taken out. A key element of the refurbishment was returning the staircase to its rightful home. “When you enter the hotel, the staircase definitely gives that ‘wow’ moment. The stairs now lead to a mezzanine area where we serve Afternoon Tea. There’s also a library up there where guests can choose a book, sit down and chill out.” The 98 bedrooms have undergone a soft refurbishment; wooden floors are now carpeted, all soft furnishings have been replaced and coffee machines feature in all rooms. There are now two restaurants at the hotel; the newest addition is The Brasserie while guests can also dine in the Fairways Restaurant. “We’ve also added a new standalone kitchen for The Brasserie.

Previously, the bar and restaurant would have used the same kitchen; now, we’re well placed to meet increased capacity.”

The addition of two new conference rooms reflects the hotel’s growing corporate business.

“Last year, we did over 140 weddings. We’ve scaled back on that number this year and we’re transitioning into more of a leisure, weddings and corporate events business. We see great potential on the corporate side; we’re close to Dublin and the airport and we’re just a 20 minute drive from the N7 at Naas. With the addition of the two new rooms, which feature wireless and Polycom technology along with large remotely connected TV screens, we’re expecting corporate growth in Q4 this year and into 2024.”

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“At the moment, we’re working out what’s feasible with the space we have.

It’s safe to say that the future looks very exciting”

CATERING REVIEW | ISSUE 8 2023

The resort also consists of the 18th century Manor House, home to seven bedroom suites, reception rooms, a bar and library. It’s currently used for private hire for weddings and corporate events, but plans are in place to restore the bar and reception rooms to their classic 18th century style. Darren expects phase 2 refurbishment works to kick off in January. “We’re definitely looking at adding new spa and leisure facilities along with new tennis courts. At the moment, we’re working out what’s feasible with the space we have.

It’s safe to say that the future looks very exciting.”

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Complete the carbon * calculator and get your carbon footprint Compare it against the international tourism industry benchmark.

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To access the calculator and all of the related climate action supports go to www.failteireland.ie

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Euro-Toques

Class BESTIN

TERRE’S SHAUNA MURPHY is the 2023 Euro-Toques Young Chef of the Year

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entored by chef Angelo Vagiotis, Shauna Murphy from Terre Restaurant in Castlemartyr Resort has been named the Euro-Toques Young Chef of the Year for 2023. Shauna faced stiff competition from her five fellow contestants – Adam Walsh (1826 Adare), Conor Morrissey (Glovers Alley), Leticia Miranda (Mae Restaurant), Marcell Palfalusi (Thyme Restaurant) and Matthias Beuque (Restaurant Patrick Guilbaud) at the final skills test where each young chef was required to devise two original dishes. The main course had to feature Irish brown crab and lobster, while the original starter or dessert had to incorporate Velvet Cloud yogurt.

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"The main course had to feature Irish brown crab and lobster, while the starter or dessert had to incorporate Velvet Cloud yoghurt"

The finalists cooked in front of five judges including chefs Paolo Casagrande of three-Michelin star Lasarte in Barcelona, Anna Haugh of Myrtle in London, Ahmet Dede of two-Michelin star dede in Baltimore, Gareth Mullins of Anantara The Marker Dublin and Euro-Toques Commissioner General, Kwanghi Chan. The kitchen was run by judges Domini Kemp (Valence Hospitality), Conor Halpenny (The Square) and Aishling Moore (Goldie).

The young chefs had two and a half hours of focused cooking time to create their two dishes which also had to reflect the Euro-Toques philosophy of local, artisanal and seasonal ingredients. They were marked under three separate categories – execution and work practice, taste and flavour, and presentation.

Shauna’s main course consisted of BBQ lobster with vanilla brown butter bisque reduction and

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“Shauna's dessert was date pudding with Velvet Cloud sheep yoghurt ice cream, burnt apple, hazlenuts and whiskey caramel" citrus carrot purée, served with a side of barley with lemongrass foam and crispy carrot. Her dessert was date pudding with Velvet Cloud sheep yogurt ice cream, burnt apple, hazelnuts and whiskey caramel. She was announced the winner at a gala dinner held at the Intercontinental by guest chef Paolo Casagrande, who presented her with a trophy designed by Kevin Thornton. Courses at the gala dinner were created by a group of chefs who support the competition, including canapés from chef Dervilla O’Flynn (Ballymaloe House), a starter from chefs Dan Hannigan (Orwell Road) and Judges and Finalists

Winning main course

Adam Walsh, 1826 Adare

Mentored by Wade Murphy Main dish: Butter poached shio koji lobster, lobster claw beignets, roasted shellfish hollandaise Starter: Baked potato bread, Velvet Cloud yoghurt & crab

Conor Morrissey, Glovers Alley Mentored by Andy McFadden Main dish: Lobster, pumpkin, vanilla, apple Dessert: Velvet Cloud sheep’s yoghurt, wild berries, almond

Leticia Miranda, Mae Restaurant

Mentored by Grainne O’Keefe Main dish: Irish lobster, celeriac, tapioca pearls in lemon balm, Crispy Gubbeen chorizo and Jameson sauce Dessert: Classic pumpkin pie, sage and Velvet Cloud in pumpkin seed oil

Marcell Palfalusi, Thyme Mentored by John Coffey Main dish: Lobster, corn, mushroom Starter: Yoghurt, green tomatoes

Matthias Beuque, Restaurant Patrick Guilbaud Mentored by Kieran Glennon Main dish: Blue lobster poached in fig leaf, hibiscus and white port sauce Dessert: Cosmic raspberry, Velvet Cloud and rose

Shauna Murphy, Terre Manor

Mentored by Angelo Vagiortis Main dish: BBQ lobster with vanilla brown butter bisque reduction and citrus carrot purée, served with a side of barley with lemongrass foam and crispy carrot Dessert: Date pudding with Velvet Cloud sheep yogurt ice cream, burnt apple, hazelnuts and whiskey caramel

Conor Halpenny (The Square), a fish course from chef Mark Moriarty, a main course from chef Danni Barry (Ballynahinch Castle) and dessert from Jack Lenards (Firehouse Bakery). The all-island cheese board was served with honey and crackers while local producers and suppliers, selected by the EuroToques Food Council, were prominently featured on the menu, including Coolatin cheddar, Dooncastle oysters, Durrus cheese, Grá chocolates, Gubbeen cured meats, Iona Farm vegetables, Isle of Crackers cheese crackers, Killahoura Orchards wines, Meadowfield Farm, Olly’s farm honey, Skeaghanore duck, Dart Mountain cheese, Velvet Cloud, Wicklow sika deer, Wildwood balsamics and Ballymakenny Farm. Wines were provided by partners JN Wines.

Since the beginning of the competition in April, the finalists have had an incredible journey which included a trip to West Cork and London. During their time in West Cork, they visited various locations and participated in different activities.

They spent a day with fish smoker Sally Barnes of Woodcock Smokery to learn about the ancient tradition of preserving food. They also visited Liss Ard Estate and The Irish Sky Garden by James Turrell. Another highlight of their trip was dinner at Baltimore’s 2-Michelin star restaurant, dede, where chef Ahmet Dede showcased his unique take on fine dining, blending local produce with his Turkish heritage. The next day, they visited Lough Hynes and some of West Cork’s finest producers, Madeline McKeever of Brown Envelope Seeds and Bradley Putze of Lisheen Greens, for an insight into chemicalfree seeds and vegetable production.

Speaking Winning desssert at the gala, Manuela Spinelli, Head of Community, People & Culture at Euro-Toques Ireland said: “We would like to congratulate Shauna on winning the Euro-Toques Young Chef of the Year 2023 presented by La Rousse Foods. It’s inspiring to see that many young chefs who take part in the competition journey remain involved with the community. Many former winners and finalists, who now have successful careers, were present at the gala, contributing to the success of this year’s events. This, together with the support of chef members, is a true testament to the communal sentiment that sees Euro-Toques Ireland grow from strength to strength.”

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Interview

Talking to

Orla McAndrew

Conrad Dublin’s Learning and Development Manager on why every day’s a school day AS LEARNING AND DEVELOPMENT MANAGER AT CONRAD DUBLIN, WHAT’S A TYPICAL DAY LIKE? Every day is so different for me which is one of the main reasons I love my job! A typical day could be anything from welcoming new hires at orientation to training different departments in luxury service standards or attending management meetings. My role sits on the leadership team, meaning I’m involved in strategy meetings and over all planning for the future of the hotel. I work closely with heads of departments to ensure their teams are where they need to be in terms of service standards and compliance training in preparation for quality audits.

WHY IS CONTINUOUS LEARNING SO IMPORTANT AT CONRAD DUBLIN? Continuous learning is crucial because we value each and every team member and want to help them achieve their goals. We have so many learning and development opportunities here for team members, from access and online learning platforms to luxury cross exposure with our sister hotels across EMEA. This has proven hugely successful so far and our team members learn so much by experiencing work in other Hilton properties to bring back fresh ideas to Conrad Dublin.

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WHAT MAKES THE CULTURE AT CONRAD DUBLIN SO UNIQUE? The people at Conrad Dublin really make the incredible culture. It is an absolute joy to come to work every day because everyone is so passionate about what they do and know how to have fun while doing it! I must say it stems from the top; our General Manager and Directors really set the tone by making sure everyone has the tools and resources they need to do their job.

WHAT TOPICS/LEARNINGS ARE YOU FOCUSED ON AT THE MOMENT? Right now, we have a huge focus on mental wellbeing and diversity and inclusion. We have a really open and safe environment here at Conrad Dublin, where everyone is welcome and people are encouraged to be themselves.

WHAT’S THE BIGGEST LESSON YOU’VE LEARNED SO FAR IN YOUR ROLE? Time management and learning to prioritise! The hotel operation can change so quickly overnight, so learning to adapt to what needs to be done or what can wait is really important.

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“We have a really open and safe environment here at Conrad Dublin, where everyone is welcome and people are encouraged to be themselves”

ARE THERE PARTICULAR ISSUES HOTELS OFTEN OVERLOOK WHEN IT COMES TO LEARNING AND DEVELOPMENT? I believe the basics can often be overlooked. We need to ensure each and every team member is given the time for training, regardless of their experience in the industry. I’m lucky that our HODs at Conrad Dublin recognise the importance of training the team and supporting our team members in their career goals by offering different learning opportunities. It can be difficult to find the time when the hotel is very busy, but we make sure to prioritise it and use quieter times to our advantage.

HOW DID YOU GET INTO THE HOSPITALITY INDUSTRY? When I left school, I didn’t know what I wanted to do. The Dean Hotel on Harcourt Street had just opened and I got a job in the bar which made me fall in love with the hospitality industry! I then applied to Shannon College of Hotel Management for the following September and the rest is history. Studying at Shannon was the best decision I ever made as it gave me incredible opportunities to work in some amazing properties such as Ritz Carlton Abama, Adare Manor and the Marker Hotel.

WHAT DO YOU LIKE ABOUT THE INDUSTRY? I love meeting and working with people and the variety that comes with it. I have made so many friends through working in hospitality and have got to stay in some amazing places too. There’s a real family feeling and it’s something that I believe is quite unique to the hospitality industry. People who work in hotels really care and look out for one another.

WHAT’S YOUR AMBITION AT CONRAD DUBLIN? I’m constantly growing and being challenged in my role which keeps me motivated. I see a long and bright future for myself within Conrad and the luxury division of Hilton and I’m excited for what’s to come!

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Careers

OPEN KITCHEN

Week 2023 Chef Network is inviting members of the public to work in professional kitchens across the country

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aking place in November, Open Kitchen Week 2023 invites members of the public to go ‘behind the pass’ and find out what it’s like to work in a professional kitchen. Chef Network has enlisted over 50 restaurants, cafes, bakeries and hotels from around Ireland and Northern Ireland to offer over 300 guest slots in their kitchens throughout the week of the 6th to the 12th of November. This is the first year of the new initiative, with plans in place for an expanded annual Open Kitchen Week in 2024 and beyond.

Interest in the initiative has been positive, says Ruth Hegarty, from egg&chicken Food Consultancy, who is leading the project for Chef Network. “We’ve ended up with more kitchens on board than we initially anticipated, which is great. The message that we want to get out there is that a career in a professional kitchen could be for anyone; there’s such a huge diversity of types

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“The message that we want to get out there is that a career in a professional kitchen could be for anyone”

of roles and places to work and there are so many opportunities out there. We think this could be fantastic for lots of people, including those trying to get back into the workforce after a period out of work.” Participating businesses include the likes of Bread 41 in Dublin, Elbow Lane in Cork, House of Plates in Castlebar, Aniar in Galway, 2 Taps Wine Bar in Belfast and Clayton Hotels, to name but a few. Aspiring chefs can sign up for a two to three-hour shift, a full day or a particular service: breakfast, lunch or dinner, depending on what’s on offer from the particular establishment.

The initiative also aims to break down the stereotypes that exist around chefs and professional kitchens.

“This is a way for us to open up the doors to kitchens and communicate to the wider public that they don’t operate in the way they’ve perhaps seen on TV. We want to create a more positive conversation around the profession. This is year one and we’ve got plans to grow Open Kitchen Week much bigger next year. We’re very happy to hear from any chefs that would like to take part going forward.”

Chef Network spokesperson and Culinary Director at Gather & Gather Ireland, Mark Anderson, said: “This is a fantastic and unique opportunity for people to see inside the kitchen and how good and positive kitchens work daily. Those who sign up for the experience will get a very different and rewarding opportunity, working in some of the best restaurants and workplace kitchens in Ireland. It’s a chance to get behind the pass and see how professional kitchens and chefs operate in a fast-paced exciting environment that will hopefully highlight the positive industry that I love to work in every day.”

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First-class

ce vi er S W

ineport Lodge is a luxury restaurant with rooms overlooking the banks of Lough Ree, near Athlone.

Owners Ray Byrne and Jane English founded the business as a restaurant in 1993 and have since enhanced their offering with leisure activities, spa treatments, 29 rooms and suites to serve a varied clientele.

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Switching to BOIPA has improved the customer service experience at Wineport Lodge

Adding new services has placed extra importance on the business’ capacity to accept electronic payments. Visitors now expect to be able to settle up from several places within the destination including the lounge, garden, formal restaurant and reception. Until recently, antiquated card readers and payment systems were preventing the Lodge from meeting this requirement with its usual flair.

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BACKGROUND Wineport Lodge has been taking card payments for years. Unfortunately, the facility wasn’t always as reliable as it is today. “With our previous provider, connectivity was a problem,” says business owner Ray Byrne. “Sometimes the machines would freeze or crash and other times we couldn’t get a charge through because of the connection. This was causing embarrassment because the customer would just be standing there in this awkward situation and they might have it in their mind that their payment has been declined,” he says These technical difficulties were becoming a bigger issue as public uptake of electronic payments grew.

“We’ve found in recent years that people want to pay with their smartphone or their smartwatch,” says Byrne. “There’s also been a change from formal to casual dining, so people are now eating in the garden or the lounge area, as well as the restaurant for a formal lunch or dinner. This meant we required more versatility to fit the business.”

That all changed when Wineport Lodge switched to BOI Payment Acceptance. We spoke to owner Ray Byrne to learn how BOIPA turned payment acceptance from a pain point into a quicker, more effective customer service benefit.

WHY SWITCH TO BOI PAYMENT ACCEPTANCE? • Better customer service in the payment process • Effective communication between business and payment provider “What we required was more versatility, from a provider with a range of technology that would fit the business. That’s where we found we clicked with BOIPA’s cutting-edge tech, as opposed to their competitor’s older kit. We also wanted the sense we were dealing with people locally. It all comes down to service and communication,” says Ray Byrne.

SMOOTHER PAYMENTS, LOWER COSTS For a busy hospitality business like Wineport Lodge, payments are only likely to be top of the agenda when they aren’t working properly.

“We always used to notice very quickly when there was a problem and what I have noticed since switching to BOIPA is a lack of problems in dealing with payments,” says Ray. “With small amounts, customers can tap-and-go and the machines are very quick with big amounts too.”

RELIABLE PAYMENTS SUPPORTED BY EXCELLENT CUSTOMER SERVICE For Ray, one of the main benefits of switching to BOIPA has been their reliability with no service downtime. The Wineport Lodge team have also been impressed with BOIPA’s customer service and their turnaround time on resolving queries.

“You’re building a relationship there because there’s consistency in the people you’re dealing with. For example, when we look to speak to the same person as last time, there’s no issue getting through to them. Nothing is a problem and you don’t have to explain about the business, because they know it. We work at night time, so we might send an email late at night with a query and before I wake in the morning, before the business day starts, I’ll have a response.”

CONCLUSION Before switching to BOI Payment Acceptance, Wineport Lodge had an inefficient electronic payment system that damaged customer experience. Today, they can count on ‘cuttingedge’ hardware that has had ‘zero downtime’ since installation. Owner Ray Byrne has been impressed with BOIPA’s customer service and the cost savings relative to their previous provider.

“It’s the people that make the difference. The pricing is competitive and transparent, but I wouldn’t have switched on account of price if I didn’t feel I’d get the service I get with BOIPA, which is very important to our staff and guests.

What I’d say to my peers considering the switch is you’ll get a first-class service.”

“We bank with BOI, so I already had a good relationship with them and I was happy that BOIPA wouldn’t let me down. I knew once we switched, if BOIPA provided the same service as BOI do in day-to-day banking, we wouldn’t have any problems.”

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Cover Story

ERA

A New

New additions and an extensive refurbishment have transformed Glenlo Abbey

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The Lodges

A

quiet repositioning has been taking place at Glenlo Abbey over the past few years.

A continuous evolution as opposed to a big reveal, Glenlo’s product offering is now broader and more inclusive, with further developments planned in the coming months.

Earlier this year, a new development of 11 selfcatering residences opened at the hotel. Sitting on the banks of Lough Corrib and just a short stroll from the hotel, The Lodges offer guests both privacy and the opportunity to benefit from all of Glenlo’s amenities. Construction works on The Lodges started in March 2022 and completed in June 2023. “This is the first time since September 2019 that we haven’t had builders on-site. The Lodges have been a huge success; they were fully booked out all summer by a real mixture of guests. Before we opened, we had presumed our self-catering offering would attract mostly Irish guests, maybe younger families looking for a bit more flexibility. What we actually found was that we’ve had every type of guest, from solo travellers and international families to couples,” says General Manager Rónán O’Halloran. This will be The Lodges first winter but with bookings still up, Rónán is optimistic. “We’re lucky in that our season goes right up to the first week of November.

Bookings are good across the board but with The Lodges, we don’t have anything to compare to

previous years. The floor to ceiling bookings we had all summer have eased off somewhat, but weekends remain very strong.”

Before The Lodges opened, a new casual dining offering kicked off Glenlo’s new brand repositioning. Named after the family who bought Glenlo Abbey in 1897, Palmers Bar & Kitchen is the more laidback sibling to the Pullman Restaurant, the two dining “Sitting on the carriages which were once part of banks of Lough the original Orient Express. A new boutique spa, Glo Spa & Wellness, Corrib and just was also added to the hotel in a short stroll 2021. An investment of almost €2 from the hotel, million has gone into the spa, which The Lodges comprises four treatment rooms and a relaxation suite with a ‘Tranquillity offer guests Terrace’. Further works completed privacy and over the past couple of years flexibility” include a new bedroom wing, major upgrades to existing bedrooms, a sensitive refurbishment of guest lounges including The Tapestry, The Ffrench Room and The Abbey and major works to the grounds.

This summer also saw the addition of a new purpose-built kitchen for The Pullman. For 25 years, the restaurant’s kitchen was located inside one of the carriages. “With the expansion of the hotel and the ever-growing popularity of the

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The Lodges

Pullman, we found we were turning away business due to a lack of capacity. We figured that if we had a bigger kitchen, we could accommodate 50% more diners, provide them with an elevated experience and benefit from a more modern kitchen.” About two years ago, management presented the idea to Glenlo’s owners, who got on board almost immediately. “It opened this summer and has proved very successful; it has allowed us to further raise our service levels and given our chefs an opportunity to experiment.”

Extra amenities and accommodation mean more staff. In 2019, the hotel had 110 employees.

Today, that figure is 190. Finding and retaining talent hasn’t been an issue, says Rónán. “I know that generally, one of the biggest challenges for the hospitality industry is a lack of skilled staff.

We’ve had great success with staff and have managed to attract the right people.” With guest expectations as high as they can go, staff training is paramount. “Our guests are so well-travelled.

They’re staying in the best hotels not just in Ireland, but around the world. We need to make sure we’re delivering at that level at all times.”

Mentoring and coaching is key at Glenlo. “We’ve got staff who have been with us for several years.

That kind of experience is priceless and I see it being passed on to our new young recruits all the time; after a few weeks you’ll hear them using a particular turn of phrase or a conversation starter that they’ve heard from a more experienced team member. It’s fantastic to see the effects of that mentoring.”

Since 2019, business at Glenlo has more than doubled. Capex investment has reached €20 million and that figure is set to increase with the imminent redesign of the hotel’s golf range. “That will include another F&B outlet coming on stream and an enhanced golf experience for guests.”

Just recently, planning for a new single storey standalone bar at the Pullman got approval. “We’re very excited about the new cocktail bar which will be located at the front of the restaurant. For guests, it will look like the train is pulling into a

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The Lodges

“We figured that if we had a bigger kitchen, we could accommodate 50% more diners and provide them with an elevated experience”

Rónán O’Halloran, General Manager, Glenlo Abbey

station from the 1920’s, right from the era of the Orient Express.” Bedroom refurbishment is also on the cards for 2024. “We’re constantly innovating our service and striving to raise guest expectation.

The Glenlo brand has changed so much in the past few years; we’re providing guests with an entirely different offering today and it’s one that will continue to evolve and improve into the future.”

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Cover Story

Palmers Bar & Kitchen

The Abbey

The Tapestry

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Partner Profile

FIVE Decades

Success of

Fitzpatrick Castle Hotel is providing guests with an elevated experience and technology that works

L

ocated next to Killiney Hill and just minutes from Killiney Beach, Fitzpatrick Castle Hotel has been operating since 1971 when the late Paddy and Eithne Fitzpatrick purchased the Castle. Back then, the 13-bedroom building was quite run down but under Paddy and Eithne’s stewardship and later, their children and grandchildren, Fitzpatrick Castle today boasts 113 bedrooms, two restaurants, two bars and a leisure club complete with a 20m swimming pool, Scandinavian wood sauna and steam room. Now in its third generation, the hotel is owned by Eithne Fitzpatrick Scott-Lennon while her two sons, Mark and Joseph, are responsible for the hotel’s day-today operations.

Fifty-two years on, the success of the hotel can be attributed to two factors, says General Manager Mark. “The huge amount of hard work put in by my Grandad and then my Mum and uncles definitely laid the foundations for success. They worked really hard to establish the business and they’ve built a great brand over the years; the Fitzpatrick Hotel Group consists of two hotels in New York along with our hotel in Dublin, all of which are still run by the Fitzpatrick family.” Dedicated, longstanding staff members have also helped ensure the success of the Killiney hotel. “Some of our staff have been with us for decades. The knowledge and experience they have is second to none. Our Chef, who has just retired, was here for 50 years. Our Sales Director is here 18 years and her husband, who’s our Purchasing Manager, has been here for 21 years. The hotel’s Senior Executive Manager

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is here over 45 years. Having that kind of experience in the building is priceless and those staff members, along with others, have played a key role in steering the business,” says Mark.

Mark has held the role of GM at Fitzpatrick Castle Hotel for 10 years. In that decade, technology has transformed how the hotel operates.

“Advances in cloud-based systems have transformed how we sell the product.

As a business, we have become much more efficient; good revenue management software means staff no longer have to spend time on menial tasks. Technology also allows for better decisions around pricing. Compared to a few years ago, most of the systems we now use talk to each other, which frees up even more time for staff to focus on customer service.”

Fitzpatrick Castle Hotel has been a customer of Virgin Media Business for several years. Although other options have been considered, Virgin Media Business’ excellent customer service means Mark hasn’t needed to switch provider. “The expertise in technology is there and they also have a great support service. Today is a great example of our technology working well; we have 280 delegates on-site for a conference and every single one of them will be on their laptop or phone. It’s crucial that our WiFi works in every part of the hotel and although there will be a huge demand on our service, it needs to deliver. Having that kind of

“Knowing that we can rely on Virgin Media Business and that there’s someone at the end of the phone if something goes wrong is key”

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Partner Profile

“Their customer service is really excellent; it means we don’t have to worry about that side of the business and can get on with providing our guests with an elevated experience”

assurance that it will work, knowing that we can rely on Virgin Media Business and that there’s someone at the end of the phone if something goes wrong, is key.” All tech requirements, such as mapping out the venue and ensuring adequate bandwidth, were looked after by Virgin Media Business. “They supplied all onsite infrastructure, they’re on hand to answer any questions we may have and they even contact us in advance of us realising there’s an issue. Their customer service is really excellent; it means we don’t have to worry about that side of the business and can get on with providing our guests with an elevated experience.”

Despite market challenges such as rising costs and

the recent VAT increase, Mark is optimistic about the future. “As a business, we recovered well from Covid. In terms of corporate business, we’re well placed and both domestic and international bookings are up. More broadly, I’m optimistic about Ireland as a tourism product. I think we’ve a lot of growth left in us as an island nation and that growth will filter down to small businesses like ourselves.”

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Events

Make WORK

How do we encourage ‘fair work’ in the hospitality industry? That was the question posed by Dr Deirdre Curran and an expert panel at a symposium at University of Galway

A

FAIRER

t this year’s annual Irish Academy of Management [IAM] Conference, a special symposium led by Dr Deirdre Curran looked at research that’s been carried out on fair work in the hospitality sector. Along with a panel representing all key stakeholders and an audience of interested parties, Dr Curran discussed emerging themes from hospitality research. The event also gave participants the chance to share their insights into how hospitality employment might better fit the dimensions of fair work.

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The Scottish Fair Work Convention defines fair work as that which “offers effective voice, opportunity, security, fulfilment and respect; that balances the rights and responsibilities of employers and workers and that generates benefits for individuals, organisations and society”. The Convention developed a framework for fair work built around the five dimensions of effective voice, security, opportunity, fulfilment and respect - this framework allows other regions, such as Ireland, to evaluate jobs in hospitality and determine whether

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Events

they meet the dimensions of fair work.

During the symposium, Prof Tom Baum from Strathclyde University presented emerging themes from research conducted by the Global Hospitality Research Alliance (GHRA). This emerging alliance of over 50 academics around the world is interested in researching hospitality work, primarily to inform discussions on how such work might be improved.

The research presented at the symposium included data from a five-country comparative study of hospitality working conditions (including Ireland).

Dr Finian O’Driscoll from Shannon College of Hotel Management and University of Galway presented a detailed case study of good practice conducted on the Armada Hotel and in the second part of the symposium, expert panellists were invited to share their reactions to the research presented and to offer their own insights on fair work in hospitality.

The final part of the symposium opened the floor to the audience. Unusually for the IAM Conference, this session was open beyond delegates, to anyone with an interest in hospitality work and/ or research. Seventy-three delegates registered for the symposium representing hospitality workers,

“We hope that hospitality workers will come to realise that fair work is the least they are entitled to expect”

employers, management, researchers, educators, union activists etc. A lively discussion ensued, with delegates sharing their own perspectives on fair work in hospitality.

After the event, Dr Curran followed up with delegates to ask one simple question – What three suggestions would you offer for promoting hospitality as a fair work environment? The table above presents a sample of the insights shared by delegates.

“Our hope is that these insights will not fall on deaf ears and that together, we can encourage government representatives, employer representatives and employers to see the benefits

Making Hospitality WORK FAIRER

» Decent wages to release dependence on tips

» Four-day working week

» Listen to ideas from workers

» Additional compensation for work hours outside the ‘normal’ working week

» Clear and respectful communication » Lead by example

» Acknowledge effort and hard work » Trust and respect

» Employer and industry representative body support for permanent/experienced team members to pursue higher education hospitality qualifications » Adopt best practice Human Resource management practices

» Fair wages/fair work contracts

» Re-introduction of Joint Labour Committee » Creative additional benefits beyond pay » Effective grievance procedure

» Better monitoring of and research on hospitality student placement experiences » Government funding supports based on best practice » Better incentives to stay and develop a career

of fair work and to strive to better build the five dimensions into employment in this sector. We also hope that ‘good’ employers like John Burke, who are already striving to meet the criteria of fair work, will come forward to share their stories so that others may follow suit. Finally, we hope that hospitality workers will come to realise that fair work is the least they are entitled to expect and that they will have the courage to call out bad behaviour, speak out for change and ultimately vote with their feet,” says Deirdre Curran.

For more information on the Global Hospitality Research Alliance [GHRA] or anything contained in this article, contact deirdre.curran@universityofgalway.ie

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A Quick Chat

A Quick Chat with

Madeline Riley Juggling two high profile roles is all in a day’s work for Madeline Riley

HOW DID YOU GET INTO THE HOSPITALITY INDUSTRY? My first role was 30 years ago in The Gresham Hotel, Dublin. I worked as a receptionist and I knew then that I wanted to make a career of it. I loved the fastpace of working in front of house.

AS GM OF RADISSON BLU ROYAL HOTEL, DUBLIN AND CEO OF LUXOR LEISURE LTD, WHAT DO YOUR ROLES ENTAIL? This is very much a hybrid role which is what I love most. As well as managing the hotel, I now have the Dublin Royal Convention Centre, Velvære Spa, Old Town Café and complex to oversee, all located in Le Pole Square in Dublin 8. My recent promotion to CEO of Luxor Leisure Ltd also means having a more strategic role and planning ahead on new projects with our owners and developers. Having built strong relationships with clients since opening, I still love to join our sales team for a client site inspection or sit in on a new menu tasting with our Executive Chef and culinary team, when time allows!

HOW IS BUSINESS AT THE MOMENT? Business is good, particularly with the Dublin Royal Convention Centre opening.

It’s been a great start to the year for us with strong revenue growth, rising by approximately 30% on last year. The opening of the new Centre has made a positive impact to the overall complex and the type of business we can take.

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HOW MUCH OF AN EFFECT WILL THE VAT INCREASE HAVE ON BUSINESS? It will have a massive effect on business and is a serious concern for our industry.

Ireland now has the third highest tourism VAT rate in Europe and this puts us in a tough position when competing internationally for visitors. Irish consumers are already under financial stress with persistent inflation and we have already experienced huge increases in the cost of doing business. I believe this is a step backwards for our industry and will ultimately influence people’s spending decisions.

WHAT DO YOU LIKE ABOUT THE INDUSTRY? I love the reputation our industry has on a global capacity and the level of hospitality Ireland offers to guests and delegates. Sometimes our small island is underestimated, but there are so many hidden gems dotted across the country that deliver big on memorable moments.

WHAT’S THE BIGGEST LESSON YOU’VE LEARNED SO FAR IN YOUR ROLE? Don’t get complacent! Always plan ahead and look at new ways of improving. It’s the only way a business can survive in this competitive landscape.

WHAT ARE YOUR AMBITIONS? There are exciting plans underway for further development at Le Pole Square.

There are some huge opportunities from a tourism perspective and shaping this location into a tourist attraction is something I’m very passionate about.

My ambition is to get Le Pole Square a place on Dublin’s map.

“My ambition is to get Le Pole Square a place on Dublin’s map”

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Proud Sponsor of Ireland's Afternoon Tea Hotel Award

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SAME GORGEOUS BEAN Introducing our 1KG foodservice packaging, now fully recyclable.

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