Hotel & Catering Review - Issue 1 2018

ISSUE 1 2018

A OKINGS B

A Taste of Hidden THE WEST GEM ON THE FOOD TRAIL IN GALWAY

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JANUARY 2018

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A Taste of Hidden THE WEST GEM ON THE FOOD TRAIL IN GALWAY

CONTENTS

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Go to hotelandcatering review.ie for the online edition

KILDARE’S CLANARD COURT

#TRENDING Apprentice Chefs Hospitality Tech GDPR & Marketing

IN THIS ISSUE

17

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Hotelier Michael Vaughan

IRISH HOTELS SEEK TO BROADEN THEIR DIRECT BOOKING BASE

When it comes down to it, it has to be that added value, that customers feel they’re getting something back in return. Without a doubt, the lower rate on a hotel’s own website is definitely the winner.”

Gemma Hynes, Net Affinity

REGULARS

04

NEWS

30

BOOK

SHELF

31

HOSPITALITY

TECH

Hidden Gem Clanard Court MD Mary Fennin on weddings, interiors, and llamas.

24 A Taste of Galway

Galway Food Tours is on the rise in the West.

28

Business Matters Hospitality consultants Crowe Horwath outline the significance of GDPR for marketing.

32 A Quick Chat With Tom Flavin

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A new commis chef apprentice programme was launched in January.

20 Photo: Fennell Photography

COVER STORY

New kids on the (chopping) block

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Editorial & Production Manager: Mary Connaughton Art Director: Alan McArthur Design Assistant: James Moore Creative Director: Jane Matthews Photography: Cormac Byrne, Julia Dunin Stock Photography: Thinkstock.com Infographics: www.flaticon.com Production: Nicole Ennis Sales Director: Paul Clemenson Managing Director: Gerry Tynan Chairman: Diarmaid Lennon

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

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 2018. All discounts, promotions and competitions contained in this magazine are run independently of Hotel & Catering Review. The promoter/advertiser is responsible for honouring the prize.

Editor’s

VIEW W

elcome to the first edition of Hotel & Catering Review for 2018, as we look forward to another year within the sector. We’ve got plenty for you to sink your teeth into in this issue, including the latest industry news, the nuts and bolts of the recently launched Commis Chef Apprentice Programme, and a catch-up with Mary Fennin-Byrne from the Clanard Court Hotel in Co Kildare, who shares her advice for Irish hoteliers in 2018.

The book direct movement is steadily gaining steam in Ireland and across the world, with hotels looking to increase the numbers of direct customers, reclaim commission rates, and feature the best deals for consumers on their own platforms. In our cover story, we examine the reasons behind this trend, the various incentives hotels are offering to direct customers, and why completely cutting ties with online travel agencies isn’t always the best idea. We’ve also got an interview with Sheena Dignam, founder of Galway Food Tours, who speaks about Galway’s culinary highlights, the expansion of her business in the west, and how travellers are increasingly experiencing places through local food.

Elsewhere, hospitality consultants Crowe Horwath take a look at the implications of GDPR compliance on marketing. We also pick out some notable technology developments within the sector, not to mention a few interesting additions to your bookshelf this spring, and have a quick chat with Tom Flavin, Executive Chef at the Limerick Strand Hotel.

HOTEL

Email: conor.forrest@ ashvillemediagroup.com

Enjoy the read,

Conor Forrest www.hotelandcateringreview.ie @HC_Review

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Editor: Conor Forrest

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info@hotelandcateringreview.ie

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NEWS VISITORS FROM A GALAXY FAR, FAR AWAY

Irish tourism was given a further boost by Luke Skywalker himself in January, with actor Mark Hamill praising the Wild Atlantic Way in an interview with Tourism Ireland. Hamill and his fellow castmates and crew spent a lot of time filming along Ireland’s west coast for Star Wars: The Last Jedi, with the Skellig Islands standing in for the fictional oceanic planet of Ahch-To. The latest strand of Tourism Ireland’s Star Wars campaign included a publicity stunt in which they launched the first tourism campaign in space (technically), launching a billboard ad 33km into earth’s stratosphere. The campaign targeted 15 markets including Britain, the United States, Canada, Germany, France, Spain, New Zealand, Japan and India.

“To come back to Ireland was a great treat for all of us because the beauty of that country is unmatched. You get up in the morning and see vistas where I was sure it was a special effect,” he said. “The people are so nice. They make you feel like family, they were so welcoming, so accommodating and so friendly. We felt like we were home. I mean, having lived in New York for many, many years I wasn’t sure how to take it! I would urge anyone planning a vacation to go to Ireland. You’ll never find another place like it... I wish we could have shot the entire film there.”

FOOD CLOSURE STATS RELEASED A total of 69 food enforcement orders were served on Irish food businesses last year, according to the Food Safety Authority of Ireland (FSAI). A reduction on the figure from 2016, 65 of these were closure orders, one Improvement Order and four Prohibition Orders. Recurring issues attracting such orders include failures to maintain the temperature of foodstuffs, evidence of rodent infestation and droppings, and filthy conditions. The FSAI began publishing full details of its Enforcement Orders late last year in a bid to enhance transparency.

“While it is very encouraging to see Enforcement Orders drop significantly for 2017 compared with 2016, 69 Enforcement Orders is still too many,” said Dr Pamela Byrne, Chief Executive, FSAI. “Unfortunately, there continues to be a minority of food businesses not complying with their legal requirements. Food businesses must recognise that they are legally bound to ensure that the food they serve is safe to eat.

Consumers have a right to safe food.”

EUROPE HOTEL EXPANSION Killarney’s Europe Hotel is planning a significant investment in its facilities in the form of four new staff accommodation blocks with bedrooms and living areas, according to The Irish Times. The 3 million development will also include gym and laundry facilities for staff members and is due to open in August 2018.“With [a] shortage of rental accommodation on offer in Killarney, we realise the difficulty that this causes to our employees from outside of the region,” said Michael Brennan, Killarney Hotels director.

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TOURISM IRELAND LAUNCHES 2018 NORTH AMERICA PLANS Tourism Ireland has set its sights on another record year for Irish tourism in North America. The organisation launched its marketing plans for 2018 in New York recently and explained how it plans to grow revenue from North American visitors to Ireland by seven per cent this year – 1.78 billion generated by 1.93m visitors. The ‘culturally curious’ and ‘social energiser’ segments will be targeted in particular with distinct holiday experiences, events and special offers tailored to their interests. A major TV campaign launched on ABC, NBC and CBS in five priority markets – New York, Boston, Chicago, Philadelphia and Washington DC – complemented by extensive digital advertising and social media activity for spring and summer travel. The outlook for this year is quite positive thanks to greater numbers of airline seats between North America and Ireland, and a number of new flights and expanded services due to be launched in 2018, including new Aer Lingus flights from Seattle and Philadelphia to Dublin. “In 2017, we welcomed a record 1.83 million North American visitors to the island of Ireland,” said Alison Metcalfe, Tourism Ireland’s Head of North America. “Looking to the year ahead, we are confident that our strategy – combined with more airline seats than ever before from the US, a strong dollar, as well as the strength and competitiveness of the vacation experience right around the island of Ireland – will deliver further growth. We look forward to welcoming more of our great friends from the United States this year and in the years to come.”

Alison Metcalfe, Tourism Ireland’s Head of North America; Elizabeth Crabill and Susan Black, both CIE Tours International; Joan O’Shaughnessy, Chairman of Tourism Ireland; and Athar Khan, Delta Air Lines, at the New York launch.

SMARTBOX CREATES NEW REVENUE STREAM FOR IRISH HOTEL INDUSTRY

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FOOD ENFORCEMENT ORDERS SERVED IN 2017

GOING GREEN Calls to ditch plastic have been made by campaigners from Voice of Irish Concern for the Environment (VOICE), Friends of the Earth, Zero Waste Ireland, and Uplight, as well as members of the public. A protest was held outside Dáil Éireann on January 17th in favour of the Green Party’s Waste Reduction Bill. The Bill would enact a ban on plastic plates, cups and cutlery and establish a deposit/refund scheme for glass, plastic and aluminium drinks containers.

The European Union has also declared war on single-use plastics, with items including straws and disposable coffee cups to be banned in the EU by 2030. Meanwhile, Cork City Council has become the first local authority to stop using disposable coffee cups in favour of environmentally friendly reusable options.

“Cork City Council was spending 700 a month on disposable cups at its canteen and we have spent 3,500 buying 500 reusable cups for staff at City Hall,” said Mary Walsh, Cork City Council’s Chief Scientist. “So we’ll see payback on that reusable cup investment in just five months. It’s a win-win for Cork City Council.”

Europe’s leading experience gift marketing company Smartbox Gift Experience is aiming to partner with 2,000 experience providers across hotels, restaurants, spa and activity providers across Ireland in the coming months. Smartbox creates and sells experience gifts as a marketing service for over 40,000 providers in the hospitality sector and will roll out 24 premium themed gift boxes for the Irish market. The company has sold more than 30 million experiences over the last 10 years, with a Smartbox gift experience purchased every five seconds online and in over 12,000 retail and department stores across Europe. A low-cost marketing solution designed to acquire new customers, the service eschews the traditional upfront or annual fee for one based on success – when a new customer arrives at the venue for the first time. A range of Irish partners have already sought to take advantage, including Royal Marine Hotel, Dún Laoghaire, Dublin’s Gresham Riu Hotel, Slaney Manor, and several restaurants such as Mehek, The Purty Kitchen, and Les Petit Pois.

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FÁILTE IRELAND TARGETS BRITISH TOURISTS Fáilte Ireland is aiming to increase tourist numbers from Britain to the Wild Atlantic Way. A new €1.8 million initiative was recently launched by Minister of State for Tourism and Sport Brendan Griffin to attract British tourists during the off season. The Wild Atlantic Way campaign will be rolled out in two phases – February and March, and September and October. Part of the campaign will focus on the ease of direct access from six British ‘gateway’ cities to Cork, Kerry, Shannon, Knock, Donegal, and City of Derry airports.

GOOD FRIDAY BAN OVERTURNED Time has finally been called on the decades-long ban on serving alcohol on Good Friday. Pubs will be allowed to serve punters on the religious day for the first time in 90 years this March, with representative groups including the Licensed Vintners Association (LVA) and the Vintners Federation of Ireland (VFA) welcoming the move and an additional day of trading.

“Removing the ban is simple common sense,” said Donall O’Keeffe, Chief Executive of the LVA. “The large number of tourists visiting Ireland at Easter were confused by a law that made Ireland appear out of touch with the rest of our European neighbours.”

1.83M NORTH AMERICAN VISITORS TO IRELAND LAST YEAR

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ASIA TO IRELAND DIRECT The first direct flight from the Asia-Pacific region to Ireland is set to launch in June 2018. Cathay Pacific will operate the flight between Hong Kong and Dublin, with connections on Cathay Pacific services from destinations such as Australia, New Zealand and China. Tourism Ireland will be working with Cathay Pacific and Dublin Airport in the coming months to drive demand for the new flight.

“As an island destination, we know that convenient, direct flights are critical to growing inbound tourism, so this new service is certainly good news for Irish tourism, helping to open up important new tourism and business opportunities for Ireland in Hong Kong and China, as well as further afield in Australia, New Zealand and across the Asia Pacific region,” said Niall Gibbons, CEO of Tourism Ireland.

€500M OF HOTEL INVESTMENT PREDICTED FOR 2018

STRONG YEAR PREDICTED FOR IRISH HOTELS This year is set to be a strong one for Ireland’s hotel industry, according to property experts JLL. A recently published report predicts that around 1,300 new hotel rooms will open in Dublin city alone in 2018, which would represent an increase of 6 per cent on the city’s current supply. Hotel investment of around 500 million is predicted for this year. Growth is also expected in the hospitality sector beyond the Greater Dublin Area, with quite significant value for money available outside of Dublin City Centre.

“Whilst these figures are fantastic for the industry, the biggest challenge facing the Irish hotel market is Brexit. Ireland is experiencing a decline in UK visitation and UK demand may weaken further as the British consumer faces into higher inflation and economic headwinds in 2018,” Dan O’Connor, Senior Vice President of Hotels at JLL, commented. “We will really rely on the Irish tourism industry’s ability to minimise Brexit effects, whilst continuing to win more market share from the buoyant US and mainland European markets in order to ‘plug the gap’. This will be watched closely in 2018”.

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AIRBNB BOOST

AIRBNB GUESTS SPEND AROUND

€111.

Travellers using Airbnb between January and November 2017 generated around 500 million for residents and businesses across the country, as the platform continues to grow in popularity here. The figures were revealed in Airbnb’s first Irish PER DAY. Insights report, which also noted that Irish hosts earn approximately 3,500 annually. Airbnb guests spend around 111 per day, which increases to about 129 in Dublin. Not all users come from abroad – 676,000 Irish guests used Airbnb in 2017.

“Ireland’s vibrant communities and unique hospitality have continued to bring more visitors to the country than ever before, with hosts right across the country benefiting from record-breaking growth in guest arrivals on Airbnb,” said Aisling Hassell, Ireland Site Lead and Global Head of Customer Experience.

OSPREY BEGINS WORK ON NEW SPA Kildare’s Osprey Hotel has begun work on a new €1.1 million spa, The Irish Times reports. Due to open in May 2018, the renovated 10,000 square foot facility will run across two floors and is designed by architect and RTÉ Home of the Year judge Hugh Wallace.

Features will include a thermal suite, heated loungers, a Rasul chamber and seaweed baths.

Photo: Naoise Culhane

Gary Chapman, President, dnata and Cormac O’Connell, Dublin Airport Authority

NEW CATERING FACILITY OPENS IN DUBLIN AIRPORT 8

HOTEL

Global catering company dnata – part of the Emirates Group – has expanded its presence in Ireland. A new facility in Dublin Airport was opened in January featuring an industrial-sized kitchen, and is expected to create around 60 new positions, including chefs, drivers and health and safety personnel.

Dnata President Gary Chapman described the move as a ‘real vote of confidence in the Irish market’, while Dublin Airport MD Vincent Harrison noted that it would be a positive boost for the Irish economy. “Dublin Airport is a major economic hub supporting or facilitating almost 120,000 jobs. Airport service providers of dnata’s calibre really help to support our wider airport operation and in turn, our airline customers,” he said. “We welcome a company that will inject some healthy competition into the market and we are looking forward to working with the team at dnata.”

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GRAND CENTRAL HOTEL SEEKS NEW RECRUITS Hastings Hotels has commenced its recruitment drive for the Grand Central Hotel starting with the prestigious role of General Manager. Northern Ireland’s leading collection of hotels is creating up to 150 positions for the new hotel which opens its doors in June following a £53 million investment. Other roles also currently being recruited include Operations Manager, Front Office Manager, Housekeeping Manager, Food & Beverage Manager and Executive Head Chef.

Mark McGurnaghan, Group Human Resources Manager for Hastings Hotels said: “When the Grand Central opens it will be Northern Ireland’s largest hotel and an exciting place for people in the hospitality industry to work.

“The position of General Manager will be a demanding role and we require a confident, hospitality experienced professional who can drive the standards of service synonymous with the Hastings Hotels Group through strong leadership of the 150 employees,” Mark continued. “Following on from this, we will then begin recruiting for staff at all levels for each department throughout the Grand Central. As NI’s largest independent hotel group we pride ourselves on providing guests with a first-class service every time and as part of this we carry out in-depth training and employee development programmes making Hastings Hotels an excellent company for people with a passion for hospitality to work for.”

The Grand Central Hotel will bring the new era of modern hotel luxury to Belfast with its timeless design, classic service and true style that promises all guests a captivating experience. With 300 luxurious bedrooms, a range of dining options, rooftop lounge, retail units and a range of superbly appointed offices, it will be the ideal base for leisure and business guests.

For further information on the General Manager position and other senior positions, interested parties can visit www.hastingshotels.com/jobs. To register interest for positions at the Grand Central Hotel due to be recruited in the coming months, email Mark McGurnaghan on mmcgurnaghan@hastingshotels.com.

James McGinn, Europa Hotel, and Mark McGurnaghan, Hastings Hotels.

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Commercial

PROFILE

GROWING OPPORTUNITIES WITH BOTH POSITIVES AND CHALLENGES IN STORE, 2018 IS SET TO BE A BUSY YEAR FOR IRELAND’S TOURISM INDUSTRY. FÁILTE IRELAND IS ROLLING OUT A NUMBER OF INITIATIVES TO CAPITALISE ON THE OPPORTUNITIES THAT LIE AHEAD.

INDUSTRY ENCOURAGED TO ‘GET CHINA READY’

Pictured at the ‘Chinese Tourist Welcome’ launch are Catherine McGovern & Cyril Laffan of City North Hotel; Tara Kerry, Fáilte Ireland; and Sue Fong Gan, Newbridge Silverware.

Fáilte Ireland's Food Champions Ketty Elisabeth and Gabriel Faherty.

FOOD & DRINK STRATEGY AIMS TO

CHANGE PERCEPTIONS

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he Irish tourism industry needs to work towards changing the perception amongst overseas visitors to reposition Irish food and drink from being a pleasant surprise to becoming one of the compelling reasons to visit Ireland according to remarks from Paul Keeley, Director of Commercial Development at Fáilte Ireland, at a briefing to tourism and food & drink industry representatives on the publication of the tourism body’s new Food and Drink Strategy 2018 – 2023.

Keeley said that the vast majority of overseas visitors are positively surprised and satisfied by the overall quality of Ireland's food and drink offering and return home having had a memorable experience during their visit but, prior to coming, their expectations of Irish food and drink are lower. At home, the new Food and Drink Strategy seeks to increase the number of tourism businesses engaged with development initiatives. Overseas, it aims to increase and enhance the awareness and perception of Ireland’s food and drink offering. In 2017, revenue from overseas visitors totalled €6.5bn with approximately a third – about €2 billion – spent on food and drink. Through targeted investment and effective promotion of the quality food and drink experiences available, the report claims that food could help grow tourism revenue by as much as €400 million over the next five years.

The full report is available on www.failteireland.ie

The Irish tourism industry is being urged to ‘Get China Ready’ in advance of the operation of the first direct flights from Hong Kong to Dublin in June 2018. The first graduates of an innovative tourism programme to help Irish businesses compete have received their ‘Chinese Tourist Welcome’ quality label and are certified as a Chinese Tourist Welcome Quality Host for the next two years.

This certification is also renewable with branch-specific Chinese tourist welcome training. The pilot programme covers modules such as Cultural Awareness, Routes to Market and Food & Beverage. The programme is a partnership between Fáilte Ireland, Tourism Ireland and Tourism Northern Ireland and aims to educate the industry about the opportunities available from the Chinese tourist market. This programme is also in keeping with Fáilte Ireland’s work to assist tourism businesses to diversify their market mix and reduce the risks currently posed by Brexit.

For more see www.failteireland.ie/Brexit

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TOURISM LEADERS BENEFIT

FROM EXECUTIVE PROGRAMME

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wenty senior members of the tourism sector from across the country recently commenced a new tailor-made Hospitality & Tourism Executive Development Programme, created and designed by Fáilte Ireland in collaboration with the Irish Management Institute (IMI). The programme is designed for general managers and senior departmental managers who are ambitious and are looking to acquire the competencies they need to strategically lead their business or organisation.

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Pictured at the commencement of the Hospitality & Tourism Executive Development Programme were the participants with Lisa Lanigan, Irish Management Institute; and Paul Keeley, Martina Bromley, Stephen Dudley and Michael Brady, Fáilte Ireland.

For further information and to enquire about inclusion on the waiting list for the next programme, please contact Michael Brady on michael.brady@failteireland.ie.

Full details are available at www.failteireland.ie/Supports.

MARKET PROFILES HELP BUSINESSES FACING BREXIT CHALLENGE

Fáilte Ireland recently published a series of Travel Market Profiles on the four most important markets for tourism – Britain, the USA, France and Germany – which are aimed at helping industry identify the type of activities that overseas visitors are interested in while in Ireland. The research was published as part of the recently launched Fáilte Ireland Get Brexit Ready strategy on market diversification (for more see www.failteireland.ie/GetBrexitReady).

Caeman Wall, Head of Research at Fáilte Ireland, said that while our tourist offering – such as the landscape, scenery, culture, heritage and history – influences international holidaymakers to book and plan their holidays in Ireland, what specifically draws them here will differ in each of the four markets.

Businesses can use these market insights and information to tailor their tourist offerings.

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TOURISM BAROMETER op-line data from the latest Fáilte Ireland Tourism Barometer shows that overall industry confidence remained upbeat as last year drew to a close, but points to growing challenges in Dublin and the border counties relating to Brexit. The industry began last year with much uncertainty over Brexit and sterling exchange rates but was bolstered by an increased number of American and German visitors.

Commenting on the trends, Fáilte Ireland Director of Commercial Development, Paul Keeley, said that there was no denying that, overall, 2017 was another good year for tourism businesses but for the first time in a few years we certainly hit some speedbumps. “If we are to enjoy continued growth, we need to target those markets with [the] most potential and ensure that activity is spread regionally and across a longer tourism season,” he stated. “Otherwise, if future growth is simply concentrated in traditional hotspots and in the high season, we will be faced with the downsides of success – capacity constraints, congestion and a poorer visitor experience. That is why greater seasonality and regionality will be at the core of everything Fáilte Ireland does in 2018.”

Get the full commentary and barometer results at www.failteireland.ie.

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COVER STORY

The

BOOKINGS BATTLE Irish hoteliers are placing an increased emphasis on direct bookings, recognising the long-term value proposition over those originating from online travel agencies. Conor Forrest examines how hotels can ensure they employ a strong focus on dealing directly with their market.

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COVER STORY

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hen booking a break away it has become second nature for travellers to scout their options online. Online travel agencies (OTAs) like Trivago, Expedia or Booking.com offer a handy comparison for those in search of a good deal, allowing savvy customers to check a variety of hotels at once rather than phoning each one individually or checking their websites for rates. OTAs currently represent between 30 and 40 per cent of the bookings market, perhaps moreso for independent hotels.

But, increasingly, the best rates are available by booking direct, against a backdrop of consolidation – both of hotel chains and OTAs. Hotels across the globe (and the country) are seeking to take greater control of their bookings, offering discounts, vouchers or meal deals to consumers who get in touch without the help of a third party. A quick survey of Irish hotels speaks to the rising importance of direct bookings – take the ‘Click on Clayton’ campaign by Clayton Hotels, which offers a €10/£10 discount per room per night for customers who book directly online. The Maldron Hotel at Newland’s Cross offers a free upgrade for those who book through their official website. The Hodson Bay Hotel in Athlone offers quite a few incentives such as free breakfast, a complimentary spa voucher, and free in-house activities.

They’re not alone by any means.

THE MOVEMENT According to technology and digital marketing company Net Affinity, which works with independent hoteliers to drive bookings through their brand website, the book direct movement began to grow legs back in 2016, with even more hotels amending their strategy last year.

“Definitely, 2017 seemed to be the year of hotels starting to take action and wanting to drive those direct bookings, realising the cost per acquisition on an OTA booking versus a direct booking, looking at that net value of a booking and then wanting to drive it to the hotel

Gemma Hynes, Head of Client Management, Net Affinity.

directly,” explains Gemma Hynes, Net Affinity’s Head of Client Management.

“It’s great to see because we like to say we’ve been doing it for so long and talking about it... it’s great to see hotels buying in and talking about it as well. It seems to be a collective thing that the hotel industry is moving towards, which is good to see.”

There are a number of reasons behind this movement. Firstly, commission rates paid to OTAs range from 15 to 25 per cent of each booking. Second, customers of the likes of Booking.com or Expedia are customers of that company rather than the hotel – brand loyalty plays an important role in developing a base of long-term customers. Rate parity is often included in contracts – the price on OTAs and a hotel’s brand website must

be the same. OTAs are also given the right to emulate a hotel’s website and punters might not be able to distinguish between the two. There are other reasons too. “[Customers who] book direct will spend more at the hotel, will book at a higher average booking value, you’ll retain them longer, [and] cancellation rates are less as well,” says Hynes. “Cancellation rates on an OTA booking can be between 30 and 50 per cent for a hotel versus – what we’re seeing – about 12 per cent booking direct. That has a big impact on a hotel’s revenue, how they yield their hotel and manage their hotel inventory.”

So, for hotels seeking to drive increased bookings via their own online brand, what can they do in 2018? A compelling message

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PHOTO: FENNELL PHOTOGRAPHY

HOTELS ACROSS THE GLOBE (AND THE COUNTRY) ARE SEEKING TO TAKE GREATER CONTROL OF THEIR BOOKINGS, OFFERING DISCOUNTS, VOUCHERS OR MEAL DEALS TO CONSUMERS WHO GET IN TOUCH WITHOUT THE HELP OF A THIRD PARTY.

FROM TOP: Hotelier Michael Vaughan, who recognises the usefulness of online travel agencies but has made concerted efforts to attract direct bookings; Vaughan Lodge in Lahinch, Co Clare.

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and distinct added value are key in enticing direct customers – free breakfast, dining or spa credit, or simply a better room rate. Contracts with OTAs should be read carefully, as some might allow you to offer a lower rate on your own website; others demand rate parity with their own platform (at least for public rates as opposed to member offers).

“There has to be a clear reason to book direct. Saying ‘Book direct for a best rate guarantee’ or ‘Book direct for free WiFi’ or car parking et cetera, they’re not enough of a book direct incentive,” Hynes tells me. “When it comes down to it, it has to be that added value, that customers feel they’re getting something back in return.

Without a doubt, the lower rate on a hotel’s own website is definitely the winner.”

Alongside digital marketing (ads, website design, blogs), in-hotel marketing is also key – the right approach can convert an OTA customer into someone who will book direct for their next stay, perhaps lured with loyalty programmes, discounts, or room upgrades in the future. It’s all about ensuring there’s a personal approach, rather than a mainly anonymous affair where a customer books through an OTA and their only interaction with staff is the bare minimum while checking in or checking out. Digital tools could be used to collect data on how to improve guests’ experiences, not to mention their profiles and behaviour – as simple as a survey or digital check-in service. Maintaining your reputation is another important factor.

“My main effort in getting direct bookings has always been to try and be the number one hotel in the village here on TripAdvisor, to try and get the highest ranking possible,” explains Michael Vaughan, proprietor of Vaughan Lodge in Lahinch, Co Clare and a former president of the Irish Hotels Federation (IHF). “The majority of my clients would be overseas clients and they tend to research their lodgings. They tend to look for me first based on the recognition of the hotel.”

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COVER STORY FINDING A BALANCE For those who use them, over-dependence on OTAs can represent a problem. For some businesses, their proliferation means that a significant amount of their traffic comes through these third-party sites, which isn’t always a reliable source of revenue. If you’re not in control of your inventory, then you’re not in control of your profits.

“I think we’ve got a little bit lazy in the sense that the OTAs have provided a lot of rooms to a lot of hotels, and I know of a number of hotels that just rely solely on the OTAs to sell their rooms. But when you do that you’re really giving them over your brand,” says Vaughan. “If you’re jockeying for space and you’re paying 22 per cent of your room revenue over to a third party for your business, 22 per cent is probably more than your bank interest and your repayments or your lease would be on your hotel. And if that’s happening, there’s something definitely wrong and you have to change the model, because the figures never lie. Where you have a healthy distribution of rooms, where you might have 50 per cent coming directly and maybe 10 or 15 per cent coming from tour operators and then five or ten per cent coming from the booking services, that’s not a bad thing. But if you have 50 per cent of your rooms coming from the OTA you have to wonder is that not a very volatile 50 per cent – could it disappear in the morning?”

Hynes also notes that a focus on direct booking should form part of a much broader strategy. “I think it’s a buy-in from nearly all your key departments, and any hotel that we’ve worked with has had really successful results in the book direct movement. It’s been a combined approach in that marketing activity has increased, marketing spend from an advertising point of view has increased, the messaging, the offering is correct, everything

THE RIGHT APPROACH CAN CONVERT AN OTA CUSTOMER INTO SOMEONE WHO WILL BOOK DIRECT FOR THEIR NEXT STAY, PERHAPS LURED WITH LOYALTY PROGRAMMES, DISCOUNTS, OR ROOM UPGRADES IN THE FUTURE.

works hand-in-hand,” she says. “It’s a 360 degree approach and they’re the ones that we’ve seen the best results [in]. We’ve had hotels that have increased between 70 and 90 per cent of their direct bookings in the past year. They are our flagships, but they’re the ones who increase marketing spend to challenge and go up against bidding for their own brand name, they’ve gone on metasearch channels like Google Hotel Ads. And then they’ve reduced rates or they’ve given a value add. But it’s definitely that 360 approach that will drive the most direct bookings.”

But there is another factor to consider – perhaps the recent backlash against the OTAs is a little unfair. After all, if you think about it, they’re just the most recent incarnation of something that has been around for decades.

“One of the things I say is you don’t hear hotels ever complaining about bookings that come through travel agents. If a travel agent in New York rings up and says they want to book a room, straight away that would have been – in older days – an eight per cent or 10 per cent commission for the travel agent. And no-one ever minded it because it was seen as the cost of sales,” says Vaughan. Another big driver of business over the years has been the Global Distribution System (GDS), which often came with a commission of between 17 and 20 per cent.

“We never really complained about that either, we just marketed it into the rates,” he adds. “You wonder sometimes whether the new kid on the block, the OTA, is getting a bad rap for a channel that has always existed really, only with a different name.”

So while direct might be best overall, it might be fair to say there’s a certain balance to be struck in what can often be a symbiotic relationship. For many hotels, OTAs can be great in terms of building brand recognition, securing international customers, and increasing revenue. Some might be experiencing periods of low traffic from other channels and need the boost provided by third parties. Vaughan notes that, for example, the cost of an advertising campaign in national newspapers might outweigh the commission paid to the OTAs. “I’m an ex-hotelier as well and I know the importance and the demands on hoteliers to fill rates and fill rooms. I think it’s down to how you do your segmentation, how you do your analysis on where you want your markets to come from and what your key markets are,” adds Hynes. “If you’re going after new markets, an OTA might be a way to get your foot in the market.

But, in saying that, so can your marketing campaigns, how your marketing strategy

is done. It’s very much about segmentation and defining what you want to get out of your revenue strategy, and then going from there and analysing your inventory and where you want to sell that based on demand.”

INFORMED CHOICES Millions of rooms are booked every week on OTAs, with consumers often checking out a brand’s official website before they make the final decision. Once a potential customer reaches your site, they should be convinced to stay there. Overall, it’s about having a strategy in place for your own business, making sure that there is added value for customers who book direct, managing your brand’s reputation, working with channel managers to manage your inventory, developing a web offering that drives conversions and is easy to use, and ensuring that any available data from your booking engine or other sources is used to help make informed decisions.

“There’s no one size fits all for hotels, every property is unique. It’s [about] how can it work for you, how does the direct movement work for you, and what it is that you want to achieve?” says Hynes. “Everyone’s goals for what they want to do on book direct are different, but they’re all very achievable.”

#middle ground A recent addition to the OTA sector, Ryanair has launched Ryanair Rooms Direct, a new supply channel for hotels across Europe. The company seems to be trying to carve out a niche for itself in the market, highlighting access to 130 million customers every year, a lower commission rate compared to other OTAs, commissions passed to customers as travel credit on Ryanair flights, while the company states it won’t bid on brand names or keywords – perhaps a more appealing middle ground for hoteliers wary of online third parties.

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21/02/2018 09:47

EDUCATION & TRAINING

I

reland’s National Commis Chef Apprentice Programme was launched by Minister for Education and Skills Richard Bruton in January, offering more than 100 places for aspiring chefs in seven colleges across the country.

The two-year programme is based on the concept of ‘earn and learn’ and is supported by a number of stakeholders including the Irish Hotels Federation (IHF), the Restaurants Association of Ireland (RAI), the Irish Hospitality Institute (IHI) and Fáilte Ireland. A keen interest in and a creative flair for cooking is helpful.

The programme incorporates knowledge and skills development in a college or education centre, augmented by work-based learning in an approved hotel or restaurant kitchen. Those who undergo the course with be equipped with the necessary theory, science and culinary skills, mentored by qualified and experienced chefs. Newly qualified commis chefs will be awarded an Advanced Certificate in Culinary Arts (QQI Level 6) and can progress to the Level 7 Chef de Partie Apprenticeship.

Seven Education and Training Boards (ETBs) will deliver the course with up to 16 places available at each location in Cavan, Cork city, Dublin (Crumlin and Finglas), Galway-Mayo Institute of Technology, Tralee and Limerick city.

Speaking at the launch of the apprenticeship, the only one of its kind in the country, Minister Bruton noted the government’s commitment to doubling the number of registered apprentices to 9,000 by 2020 and in expanding into new areas. A total of €122 million was allocated to apprenticeship training under Budget 2018, an increase of 24 per cent.

“This new national apprenticeship offers a welcome pathway to a career in the hospitality sector, where apprentices will learn critical skills to succeed in their field,” he stated.

“One of the greatest casualties of the recession were apprenticeships. Registrations collapsed and fell by over 80 per cent during the period.

I am keen during my time as Minister to now, not only reverse this trend and rebuild

New Kids

on the (chopping)

BLOCK

A new training programme for apprentice commis chefs has been launched to a broad welcome.

Tim Fenn, CEO, IHF; Apprentice Agnieszka Niedzielak; Minister Richard Bruton; and Pat O’Doherty, Council Chair and CEO ESB; at the launch. Photo: Naoise Culhane.

traditional pathways, but to significantly expand apprenticeships into new industries.”

As Ireland’s tourism sector continues to grow in strength, collaboration between key stakeholders in boosting the number of skilled workers in the hospitality industry is a positive step. As a whole, tourism supports around 230,000 jobs – around 11 per cent of Ireland’s total employment figures. Restaurants facing a shortage of chefs will also welcome the move.

“Professionally trained chefs with a passion for their work are incredibly important to the success of Ireland’s tourism and hospitality industry which relies heavily on the consistent delivery of a quality product. This programme will help add to the existing pool of culinary

talent in Ireland’s hospitality industry, while also nurturing the budding chefs of the future,” noted Tim Fenn, Chair of the National Commis Chef Apprenticeship Consortium Steering Group and CEO of the Irish Hotels Federation. “One of the key features of the programme is the ‘earn and learn’ opportunity it offers. This enables young people, who may not necessarily want to commit to a full-time college course, to gain an internationally recognised qualification, while getting valuable on the job experience. We would urge anyone considering a career as a commis chef or hotels and restaurants interested in mentoring to find out more about this programme by visiting www.apprenticeship.ie.”

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Winners Ireland

PROUD

BEST MEAT SUPPLIER

With over 300 years of tradition, Heaney Meats are Irelands ‘oldest’ meat supplier and have now been awarded Irelands Best Meat Supplier.

The company was founded in 1704 by Michael Heaney and since then they have gone from strength to strength. Passing their knowledge and skill from one generation to the next.

Heaney meats operate a nationwide delivery service and provide a 6 day delivery service to every county in Ireland. Heaneys supply to the hotel and catering sector along with all other catering contracts.

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Brothers Shayne & Kenneth Heaney now run the business from their purpose built state-of-the-art factory in County Galway.

Both brothers have remarkably similar backgrounds within the industry. Both graduated from the Institute of Meat with distinctions, and both have been awarded Connacht Butcher of the Year and Irish Butcher of the Year respectively. Both Shayne and Kenneth also have the rare title of being ‘Master Butchers’. This honoured title is held only by a small percentage of Butchers in Ireland.

Did you Know

HEANEY MEATS ARE IRELANDS LARGEST

MEAT SUPPLIER FURTHER INFORMATION:

T: 091 771604

E: info@heaneymeats.ie l W: www.heaneymeats.ie

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SPOTLIGHT

Kildare’s Hidden

Gem Known for its stylish interior, focus on weddings, and quality menus, we caught up with the Clanard Court Hotel’s managing director Mary Fennin-Byrne to discover more about the Kildare hotel’s strengths, investment, and what’s in store for 2018.

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D

epending on the weather, you might spot a herd of alpacas happily grazing the grassy mounds of the Clanard Court Hotel, just outside the town of Athy in Co Kildare. Living side by side with a number of Jacob sheep (an unusual breed that commonly sports four horns), the Central American breed are often mistaken for llamas and are a popular option for visitors seeking selfies.

“You could say they’re our USP!” says Mary Fennin-Byrne, the hotel’s managing director. “They’re super, they’re great lawnmowers. We’ve never had to take the lawnmower out to the mounds of the hotel – the alpacas keep the grass down. And they’re very, very calm animals as well.”

The woolly creatures are just one of several regular fixtures on the familyowned and run hotel’s grounds – wedding cars, fancy suits and white dresses are also commonplace. The Clanard Court has made a name for itself over the years in the lucrative wedding market, picking up a variety of gongs along the way for their food, service and attention to detail, including Kildare’s Top Rated Wedding venue five years running, and most recently as a finalist for Leinster’s Hotel Venue of the Year in the 2018 Weddingsonline Awards. These days, they organise around two or three weddings a week with a strict policy of ‘one wedding per day’ to keep the focus on the happy couple. It’s not hard to see why it’s an attractive option for those planning on getting hitched – the peaceful countryside surroundings, high-ceilinged foyer, and a wide open ballroom that’s flooded with natural daylight are difficult to beat – the latter also boasts floor to ceiling views of

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SPOTLIGHT

Hotel Photos: PhotoMV Photography

SERVICE INVESTMENT A reputation for quality requires continued investment to keep the punters coming through the doors. Just before Christmas the hotel opened a new games room which guests can use for free, complete with a pool table and TV, as well as a smaller room home to a PlayStation, DVD library, toys and books.

In 2016, the Clanard opened its refurbished bistro, complete with a new bar and kitchen and an extra 40 seats. Last year was its first full year in operation and undoubtedly

contributed to what was one of the hotel’s better years of late, with Fennin-Byrne noting they have turned a corner after a difficult period of time following the recession. She explains that this investment is part of a two-pronged approach: top-notch facilities augmented by memorable service.

“It’s been fantastic,” she says of the renovated bistro. “We’re constantly looking at what the customer wants and try to deliver it. We have a policy here of surpassing what the guests want. We aim to give them more than they’ve assumed they’re going to get.

It’s all about the delivery of service and going that extra mile. And that is, I think, what people appreciate. That’s what we zone in on. We really are sticklers for service – it has to be genuine, warm and real. And the team here are onboard. They like what they are doing, they’re with us, they enjoy it, and it comes across to the customer.”

The quality of the food on offer is another draw, prepared by the team led by Head Chef Mark Phelan. On the back of increased kitchen space, the Clanard has added a few interesting choices to the menu, including tapas on Saturday nights and a selection of gins for the distinguished palate. The provenance of the food is important too – local where possible and Irish elsewhere.

Photo: Robert Redmond.

and access to the hotel’s private landscaped gardens, which are maintained by FenninByrne’s 85-year-old father.

“He’s out on a daily basis making sure everything is looking smart, and it’s fantastic for him as well. He passionate about it – he loves it,” she tells me. “Primarily we would see ourselves as being an event venue.

Weddings have become a huge part of what we do. We invested heavily last year in our banqueting suite. Last year was a bumper year for weddings and this year will actually be bigger again. We’ve won the Best Wedding Venue in Kildare with Wedding Dates for the last five years – we must be doing something right because that’s all chosen by the couples themselves.”

Mary Fennin-Byrne.

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SPOTLIGHT

Hotel Photos: PhotoMV Photography

Milk (and ice-cream) is sourced from free-range Friesian cows in Duncormick, Co Wexford, smoked trout arrives from Goatsbridge, not to mention Kilmore seafood, Inagh goat’s cheese, and Wicklow Baun Brie. Variety is key and the menus are designed to have something for everyone.

“Our suppliers are well-chosen and well checked out. Ninety per cent of our suppliers would be local,” Fennin-Byrne explains. “Our burgers, which would be a very popular item on the menu, come from Nolans Butchers in Kilcullen. All of our meat is Leinster grown, from Leinster cattle. All of our cheeses and our trout are local, artisan-sourced.”

And there are other strengths too. The grounds are expansive and set apart from the surrounding countryside, lending the area an open and airy feel. The staff are friendly and welcoming, with operations overseen by General Manager Liam Corr. The size of the hotel itself means that the staff can place their entire focus on in-house events, and

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there’s a much more personal atmosphere.

“We only have 37 bedrooms – I wouldn’t say we’re a boutique hotel but we’re certainly compact and intimate. That intimacy does set ourselves apart from other venues because somebody can book out the entire hotel and take all of the rooms. It’s a very personal experience for them then,” Fennin-Byrne says. “That and our packages are well-priced. They’re certainly not cheap and we’ll never do cheap, but you get good bang for your buck. We’re constantly watching trends, we’re constantly looking at what’s happening over in America and other countries, even from a style point of view. I love interior design – it’s probably one of my greatest pastimes. I’m constantly putting different touches to things, I’m always looking at new ways of making an old room look different.”

FORWARD PLANNING This year is set to be an exceptionally busy one for the Clanard Court. In terms of weddings, it looks like they’ll have the busiest year since the business opened.

More investment is also on the cards – the process of upgrading bedrooms began late in 2017 and a second phase is due to be finished before the summer season, while an extension of the hotel’s Revive treatment rooms is also planned.

Alongside wedding showcases and a variety of meetings and events, one of the highlights of the year comes in December, an innovative Christmas

event that takes over the entire month and brings upwards of 10,000 people through the doors. Santa’s Magical Trail takes kids (of all ages) on a journey through life in the North Pole, including Santa’s house, the North Pole post office, and Santa’s magical carriage. Sleepovers have proven to be overwhelmingly popular, combining trail passes, a family dinner, a magic show, fun and games, a trip to Santa’s farm, and overnight accommodation.

“Our sleepovers are phenomenal. We do 14 sleepover nights with a full house every night,” Fennin-Byrne says. “We opened our booking engines last September and within five minutes all of our Friday and Saturday nights were sold out. That’s on again for next December.”

So, with such a busy year ahead (like many of her colleagues), I ask Fennin-Byrne her advice for Ireland’s hoteliers.

“I think enjoy what you do. Don’t take yourself too seriously, and plan ahead. Have it all mapped out on paper so that you can get stuck into it with a heart-and-a-half.

Bring a good team around you, invest in them, care for them and look after them.

I think you get it back in spadeloads. And hire on attitude, because I think it means everything,” she says. “Enjoy it, as much as possible, and take time out. I’m a firm believer in ‘work hard, play hard’. I like my downtime, I like to go and visit other properties, I like to see what’s happening out there. I just like making time for me, and I think that’s very important.”

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Commercial

PROFILE

HEANEY MEATS

Named Best Meat Supplier HEANEY MEATS RECEIVED THE ACCOLADE OF BEST MEAT SUPPLIER IN IRELAND AT THE IRISH FOOD AWARDS 2017.

H

eaney Meats is Ireland’s oldest meat supplier and has now been named as the country’s best meat supplier at the 2017 Irish Food Awards.

The company was founded in 1704 by Michael Heaney and since then has gone from strength to strength, passing its knowledge and skills from one generation to the next.

Heaney Meats operates a nationwide delivery service and provides a six-day delivery service to every county in Ireland. Heaneys supplies quality products to the hotel and catering sector along with all other catering contracts. Brothers Shayne and Kenneth Heaney now run the business from their purpose-built state-of-the-art

factory in County Galway.

Both brothers graduated from the Institute of Meat with distinction and both have been recognised as Connaught Butcher of the Year. Shayne and Kenneth also have the rare title of being named as master butchers.

This honoured title is held by only by a small percentage of butchers in Ireland.

For further information contact our telesales office on 091 771604, email us on info@heaneymeats.ie.

JANUARY

2018

JANUARY 2018

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21/02/2018 09:49

FOOD HEROES

aTaste

Galway Food Tours provides an interesting overview of the people and produce that make Galway city unique. Conor Forrest caught up with founder and tour guide Sheena Dignam to discover more about the culinary delights on offer across the city.

Galway of

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A

FOOD HEROES

Sheena Dignam

recent trip to Galway city left me painfully aware of my own culinary shortcomings. The city is well-known for the quality of its food, with locals producing tantalising treats ranging from cheese and sushi to oysters and doughnuts.

Despite feeling heavier than normal, I didn’t get quite the full experience, not being familiar with what is on offer here before I made the trek. One way to discover the best nooks and crannies to explore, or unmissable local producers, is to take a food tour, which will often add some interesting tidbits of a city’s social, cultural and historical backdrop alongside some eclectic food and drink. Enter Sheena Dignam and Galway Food Tours.

Dignam’s foodie background, it’s fair to say, is quite extensive. Born in Wicklow she grew up in the Loire Valley in France, a region famous for its vineyards, orchards and historic sites, where she studied Culinary Arts & Wine.

Before launching Galway Food Tours she spent more than 15 years in the food industry, including stints as a manager with Venue (a then new venture by Patrick Guilbaud’s son), Fire restaurant, as well as Cocoa Atelier – the brainchild of La Rousse Foods founder Marc Amand who had a vision for high-end chocolate shops in the Parisian style. It was here she first met Eveleen Coyle, the founder and lead guide of Fab Food Trails who would often bring her groups by the chocolate shop for a tasting. The idea settled in the back of Dignam’s mind as she and her husband (originally from France) decided to make the move from Dublin to Galway.

There she discovered a city where restaurants and food producers exist in close proximity – the ideal location for an intimate food tour.

“I just noticed that it’s the perfect setting for it, everything is so close by,” she explains. “And we’re now three years in!”

FEATURED IN LONELY PLANET’S GUIDE TO GALWAY, THE TWO-HOUR CULINARY TOUR PROVIDES A FANTASTIC OVERVIEW OF BOTH THE PRODUCE AND THE PEOPLE WHO MAKE GALWAY WHAT IT IS.

Galway’s Foodie Highlights Sheena is full of praise for Galway’s vibrant food scene, the result of “amazing producers who are inspiring the chefs to make these amazing dishes.” So where else can you meet some of these amazing chefs and producers or taste the fruit of their hard work?

GALWAY FARMERS MARKET Trading in Church Lane, beside St Nicholas’ Church, for centuries, hundreds of stalls sell fresh produce, locally-made crafts and much more. Swing by the BoyChik Donuts stall for some delicious, freshly-made ‘rings of airy perfection’ (according to one Yelper).

JOHN KEOGHS, THE LOCK KEEPER One of Ireland’s top ten foodie destinations (according to the Restaurants Association of Ireland), John Keoghs, The Lock Keeper is a gastropub with a warm atmosphere and a relaxed vibe. Head chef Joe Flaherty delivers a menu packed with fresh, local food – check out the Irish whiskey-cured organic salmon.

THE SALTHOUSE The perfect refuge for craft beer enthusiasts, The Salthouse is owned by Galway Bay Brewery and features 120 bottled craft beers from around the world, including their own tasty creations. For a more unusual experience, order a pint of Buried at Sea – a stout brewed with milk sugars and chocolate that matches well with desserts and sweeter dishes.

LE PETIT DÉLICE French delicacies provide the inspiration for the treats on offer at Le Petit Délice, which sells its wares to the public and restaurants and cafés across the city.

Highlights include Toblerone cheesecake, chocolate fudge cake, raspberry Danish and petits fours. Come prepared.

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FOOD HEROES TOURING GALWAY Tourists to Ireland are increasingly experiencing what our country has to offer through food and drink. Fáilte Ireland has recently launched an entire strategy around the topic, aiming to boost the perception of our culinary prowess before visitors ever step foot here. Proper investment and promotion, it says, could help food boost tourism revenue by as much as €400 million in the next five years.

Galway Food Tours is undoubtedly doing its part. Featured in Lonely Planet’s guide to Galway, the two-hour culinary tour provides a fantastic overview of both the produce and the people who make Galway what it is, taking in the finest food and drink producers and destinations across the city. Though there’s quite a number of international visitors drawn by Lonely Planet and other sources (tours are also available in French), domestic tourism is a big part of the business too, with locals gravitating towards the evening food tours in particular.

Morning tours kick off with a bang, beginning with a whiskey (paired with a local goat’s cheese), poitín (sampled with dry-aired lamb) and apple brandy (flying solo) tasting to fire up the senses. Next up is a trip to the oldest bakery in Galway, dating to 1876, followed by a stop at the city’s markets for a spot of chickpea and potato curries, among other delicacies.

“We try some oysters with Michael Brown who is the best craic, he’s just such a character!” Dignam explains. “And then Dan the Donut Man is just around the corner, he’s from New York. So it’s also integrating the whole side of food with the characters and the culture. You really soak all of that up.”

However, the fun doesn’t end there.

Refreshments at Neachtain’s involve a selection of local beers – the more famous Galway Hooker creations are paired with turnip sushi made by Yoshimi Hayakawa at the nearby Wa Cafe, lending an international flair to the day. Stops are also made at Hazel Mountain – a ‘bean to bar’ chocolate factory – and the Cupán Tae tearooms for a lemon and lime tea matched with courgette buns.

The last stop on the trail is kai, the café and restaurant where Dignam also works, feasting on brown bread and fresh Connemara crab paired with mayonnaise, celery and apple.

Kai acts as a microcosm of what’s good about food in Galway. Head chef Jessica sources fresh organic supplies from local producers, creating menus that change on a daily basis and emphasise colour, texture and taste – an Ardsallagh goat’s cheese salad, Roscommon hogget, or West Coast Crab.

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PEOPLE ARE REALLY INTERESTED [IN IRISH FOOD], THE SUPPORT I THINK FROM IRISH PEOPLE IN GENERAL TO TRY WHAT PEOPLE ARE MAKING, CRAFT BEER, POITÍN, LAMB OR STUFF LIKE THAT, [IS GREAT].

“I think it’s lovely to see people like Jess from New Zealand, Yoshimi from Japan, who are bringing their take on their food and the Irish local scene,” says Dignam. “People are really interested [in Irish food], the support I think from Irish people in general to try what people are making, craft beer, poitín, lamb or stuff like that, [is great]. People are willing to try it and to give it their support.”

THE TRAIL AHEAD Things are undoubtedly on the up for Galway Food Tours – Dignam describes the expansion process as “slowly but surely.”

Identifying opportunities beyond Galway’s borders has led to Wild Atlantic Way

Food Tours, which launched last year as an exploration of food across Connemara, taking in highlights such as Coyne’s Bar in the heart of the Gaeltacht, Ballinahinch Castle, and Oughterard on the shores of Lough Corrib.

Others extend to the Aran Islands, including a short flight and a tour of Inis Mór.

“This year we’ll be in Co Clare and East Galway, but we’ll also be organising a trip to bring international chefs to the west coast and to do a food tour over the course of four days,” she adds. “The chefs will cook with Irish ingredients but in the most remote, bizarre areas – on a beach, in an oyster shack, all of these different places. It’s going to be a little bit out there but it will be very interesting.”

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Partners in Food

PROFILE

Anne Marie Mooney, head chef and partner at The Oar House.

OFF THE

Boat

Anne Marie Mooney, Head Chef at well-known Howth restaurant The Oar House, chats to us about their fresh, oceaninspired menu, and how local suppliers play a big role in their business.

Menu

Starter: Shellfish combo with crab claws, tiger prawns and mussels in a Pernod cream sauce, served with toasted sourdough bread.

Main: Baked hake with Clonakilty black pudding herb crust and white wine garlic sauce.

Dessert: Sticky toffee pudding served with vanilla ice-cream.

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Q: How would you describe the dishes on offer at The Oar House?

A: Fresh, natural, and full of flavour. We are in the very privileged position of having daily, sometimes hourly, access to the very best fresh seafood produce. Our chefs recognise that fish this good and this fresh needs very little enhancement. That said, our menu is wide-ranging. From tasty tapas like spicy buffalo prawns, crispy calamari, or the hot shellfish combo, to classics like whole black sole meunière, wild ray, or freshly shucked oysters, the biggest challenge our customers face is what to choose. That is probably why we get so many repeat visits!

Q: How often does the menu change?

A: Twice a year. Spring/ summer and autumn/winter.

The spring/summer menu is light and fresh, bursting with flavour, while the autumn/ winter menu is rich and tasty, with plenty of comfort food for those cold winter nights.

One of our biggest hits every summer are our hot and cold seafood platters, which people

travel from far and wide to enjoy. While it’s hard to pin down a winter favourite, the reaction we get to our fish pie is quite incredible. An American customer recently told his server that “I’ve travelled 4,000 miles for this fish pie …” Now there’s a pilgrimage!

Q: How would you describe your cooking style?

A: Confident. Experienced.

Skilled. We have the best fish, and we know what to do to make it sing. Lots of restaurants have lots of fish. Very few create, and consistently deliver, the standard of seafood that we do. And that’s not arrogance.

That’s just a fact. Testament to this are the thousands of visitors year in, year out, who travel from France, Germany, Sweden, China, Japan, America, Spain, Italy, France, Russia and many other countries, who all specifically include a lunch or dinner in The Oar House as part of their travel plans, because our reputation for seafood excellence is so strong.

Q: Are locally sourced ingredients an important factor for you, and who are some of the key suppliers that you work with?

A: Of course, our suppliers

are all local and some are very small businesses that we are glad to support.

The most important supplier we have is The Celtic Fisher owned by Dorans, our partners. So we have first pick of the freshest, best quality fish. Outside of that, we are fortunate to have specialist suppliers like Celtic Lobster and Lambay Crab & Lobster supplying us with fresh lobster and succulent crab claws.

Keelings supply all of our fruit and vegetables, while our local and trusted butcher Mahony Meats supply all our meats.

Even our milkman is a local!

About The Oar House The Oar House is a popular haunt for locals in Howth, and a must-see for visitors to this stunning coastal village. Its ocean-inspired menu is wide and varied, with most of their fish sourced from the trawlers. Indeed, the specials board is essentially a list of fish landed in Howth that morning!

Dublin: +353 (0) 1 556 5000

Web: www.keelings.ie/corporate

Email: freshorders@keelings.com

Keelings Market, 15 Little Green St. Dublin 7

22/02/2018 08:19

BUSINESS MATTERS

GDPR Implications

for Marketing With the EU’s General Data Protection Regulation (GDPR) due to come into effect on May 25th 2018, leading hospitality consultants Crowe Horwath outline its significant and farreaching implications for marketing.

A

key objective of GDPR is to help put an end to the practice by unscrupulous companies of exploiting personal data for marketing purposes. In short, it puts the power over personal data back in the hands of the individual. The legislation will have a significant impact on the way marketers approach their work and how they obtain, store, manage or process the personal data of EU citizens.

The four critical areas that GDPR will affect marketing are:

where you may not need to request consents from your existing database. If a marketing person can demonstrate a lawful ground to process the data – such as contractual, a legal obligation, vital interests, public interest or legitimate interests (refer to Article 6.1 of the Regulation) – then they can exercise nonconsent based permission to process the data.

However, in most cases marketing communications will not conform to the guidelines of lawful data processing so explicit consent will be required from your existing database as well as any new data.

Remember, when in doubt, request consent.

1. PERMISSION GDPR mandates that consent must be ‘freely given, specific, informed, and unambiguous’, and articulated by a ‘clear affirmative action’. This means that you can’t assume consent based on ‘inactivity’ and you are not permitted to have a pre-ticked box or an optout box as consent for use of personal data.

In practice, this means that clients or customers need to physically confirm that they want to be contacted by opting in to receive communications and they need to be informed about their right to withdraw consent.

2. ACCESS The introduction of GDPR gives an individual more control over how their data is collected and used. As a marketer, it will be your responsibility to make sure that your users can easily access their data and remove consent for its use.

Practically speaking, this can be as straightforward as including an unsubscribe link within all email marketing communications and providing a link that allows users to manage their email preferences. Marketers should regularly check that the unsubscribe function is working properly.

Impact on existing databases A question that frequently arises with GDPR is whether a marketer needs to get fresh consents from individuals on existing databases. There may be several instances

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HOTEL

Subject Access Requests (SAR) The rules for dealing with subject access requests will change under GDPR. Two

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BUSINESS MATTERS

GDPR will likely cause temporary difficulties for marketers. However, it can also present a number of opportunities:

Opportunities for Marketers

main changes are that the timescale to deal with a request will reduce from the current 40 days to within a month, and people can request additional information than they currently can, such as an organisation’s data retention periods.

Marketers should review and update procedures on how to handle such requests.

Security Once data is collected, your organisation needs to ensure it is stored in a secure manner to protect personal data against unauthorised access, processing and accidental loss, disclosure, access, destruction, or alteration.

3. FOCUS When an organisation is collecting data from an individual they must remember that, under GDPR, they are only permitted to collect data that is adequate, relevant, and limited to what is necessary for the intended purpose of collection (refer to Article 5.1(c) ‘Data Minimisation’).

Data collected by the organisation which is deemed unnecessary or excessive will constitute a breach of GDPR. Always keep in mind that as an overall principle you are not allowed to use personal data received in any way that would be incompatible with the intended purpose for which it was collected. Practically speaking, this will necessitate better housekeeping on

the part of marketers – and less collecting data for unnecessary or frivolous reasons.

Also, if you plan to transfer or share the data with another company, you will need to ensure you have consent from the person to do so.

4. RETENTION Although GDPR does not provide guidelines on retention periods in general, it does outline that personal data may be kept for as long as is necessary to fulfil the intended purpose of collection. So in order to comply with the new regulation, each organisation needs to establish, document and implement retention periods which outline how long they will retain that individual’s data for and the business justification for holding on to the data for that specified period.

If the individual requests at any time that their data should be deleted, the data controller has to comply with that request and confirm the deletion, not only from their own systems but from any downward vendors’ systems who were processing that data on behalf of the organisation.

It is important that communication is made straight away with any such third party vendors that process personal data on your behalf to ensure their compliance, or plans for compliance with the regulation, and also to ensure they will cooperate with you on receipt of a SAR.

GREATER INSIGHT Instead of a simple yes or no option when asking customers about data, you can now provide them with a range of options so that you can find out what they’re interested in. Through consent, you can gain insight into each individual’s interests to provide them with information that they want to receive which will result in far greater engagement.

GREATER ENGAGEMENT GDPR requires an organisation to have strong control and tracking of the data it collects.

Utilising a single platform, like a CRM system, will help you keep track of all your permissions data and ensure you’re GDPR compliant.

The advantage of having a single platform is that it gives greater opportunity to learn more about your customers, which in turn helps with segmenting your database.

Greater segmentation of your database enables you to focus your communications based on specific interests your customers have, rather than sending out more generic communications.

GREATER TRUST If asked, most people would have a fear that their personal data could be used for unscrupulous purposes.

By being transparent about how an individual’s data is being treated and by demonstrating that it will be used respectfully and held securely, it will strengthen both trust and engagement with your customers.

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BOOKSHELF

FAIR FACES:

IMAGES FROM A DISAPPEARING IRELAND

Author: Publisher: RRP: Available:

John Hall Mercier Press €24.99 Easons.com

Ireland might be a modern nation, but our traditional activities and pastimes have not disappeared entirely.

Fair Faces is a wonderful record of traditional horse fairs, steam rallies, fleadhs, festivals and religious ceremonies from around the country that have changed very little since the 1950s, ‘60s and ‘70s – where else would you find a goat being crowned king? Filled with beautiful and candid black-and-white images, it’s a valuable photographic record of Ireland’s unique culture and a nostalgic nod to who we are and were.

Book SHELF We take a look at several interesting additions to your bookcase.

GREAT AT WORK

Author: Publisher: RRP: Available:

Morten Hansen Simon & Schuster £14.99 (€17) Bookdepository.com

New York Times bestselling author Morten Hansen is back with a practical guide to boosting individual performance, based on the results of a groundbreaking five-year study of more than 5,000 managers and employees. The book answers a simple question – why do some people perform better at work than others?

Hansen outlines seven practices to help people work smarter, maximising time and performance. Those are accompanied by interesting individual stories ranging from a farmer in rural India to a sushi chef in Tokyo.

The book regularly prompts you to assess your own performance and discover your strengths and weaknesses at work – a good start to a better working life in 2018.

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THE WOMAN WHO FOOLED THE WORLD Authors:

Beau Donelly and Nick Toscano Publisher: Scribe RRP: £14.99 (€17) Available: Easons.com

At the height of her success, wellness blogger Belle Gibson commanded a loyal following around the world.

The Australian had claimed to have healed brain cancer by changing her diet, raised substantial funds for worthy causes, secured a book deal with Penguin, and developed an app. To the world, she was a paragon of clean living, an icon for people across the globe in search of a better life. However, when journalists Beau Donelly and Nick Toscano began to dig deeper, the façade crumbled – she faked her cancer diagnosis.

Their book charts the rise and fall of this phenomenon, the popularity and problems of the wellness industry, and how Gibson was able to fool so many people. It’s a timely book during a period when so much of what we see and hear is denounced as ‘fake news’ – fairly or unfairly.

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HOSPITALITY TECH

HOSPITALITY

TECH ESSENTIAL PRODUCT KNOWLEDGE

LG

CLOI ROBOT LG Electronics has unveiled concept robots developed for commercial use at hotels, airports and supermarkets. The CLOi serving robot will deliver food and drinks to hotel guests quickly and efficiently around the clock, featuring a built-in sliding tray, and will return autonomously to the kitchen once the delivery has been confirmed.

KABAQ

3D MENU Kabaq, founded by Alper Guler, visits restaurants to capture 3D images of their dishes within a photo box for a richer visual experience.

Customers benefit from increased engagement and vendors have the opportunity to upsell by placing drinks, side dishes, desserts or other items alongside the main dish.

To discover more, check out www.kabaq.io.

VEDI

VENUE DIAGNOSIS Launched late in 2017 in Europe, VeDi is described as the world’s first online diagnostics tool for event venues.

VeDi evaluates your venue and makes recommendations for business growth, identifies new ways you can promote your venue, provides management reporting and insights, and benchmarks your venue against competitors around the globe.

For more info, visit myvedi.com.

SMART CUPS

3D ENERGY DRINK Californian tech company Smart Cups has débuted its ‘exclusive 3D-polycapsule printing delivery system technology’. In plain English, you simply add water to its 3D printed cups (specifically microcapsules) and you’ve suddenly got an energy drink with zero calories or sugar in an eco-friendly 100 per cent biodegradable container.

For more details visit www.smartcups.com.

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A QUICK CHAT

“I’m self-trained – I didn’t go to college.

I left Ireland at the age of 18 and went to the Philippines and trained there in a fine dining restaurant.”

I TRY TO ....

BUY LOCAL

I try and source everything from the Wild Atlantic Way. I know it’s not possible all the time, but at least I’m trying to push it to everybody’s head to buy locally as much as possible.

TOM FLAVIN

“I joined the Limerick Strand in 2007 when it opened and I’ve been with them ever since!

I’m from Limerick originally, and it was one of the scariest moves in my career, coming back to Ireland.”

FAVOURITE INGREDIENT: ACHILL SEA SALT

We discovered Achill Island Sea Salt a few years back.

Marjorie, who owns the company, lives in Mayo and works in Mulranny Park Hotel, but her business is Achill Island Sea Salt. It’s a far better product.

“We have over 40 suppliers, some of them will only supply me for a short time – three or four weeks or even months of the year. [Some are] small farmers and can only supply a certain amount.”

FAVOURITE DISH DUCK

I love duck, we buy duck from Skeaghanore in County Cork. I have a bit of a grá for duck myself.

“High-end restaurants everywhere I’ve ever worked are importing so many products, and they’re the products that we have in abundance here.”

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INSPIRATION CHEF OWNERS

Tom Flavin, Executive Chef at the Limerick Strand Hotel, chats to Hotel & Catering Review.

There’s so many to be honest.

I think any chef who’s taken the leap and opened their own business, I have to admire them because it’s such a difficult business to be in.

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6th & 7th February 2018 | CityWest Dublin

THE ONLY PLACE TO DO BUSINESS IN 2018 Attracting thousands of visitors from the food, hospitality and technology sectors, Food & Bev Live is THE event for 2018! Growing in stature, Food & Bev Live will host the first-ever Global Hospitality Technology Summit, be home to world-class competitions and present industry-led discussions Food & Bev Live: the show for hospitality, food and tech businesses in 2018.

Food and Bev Live is the premier showcase of all things fresh and exciting for the Foodservice industry including: • • • • • • • •

National Barista Championships Chef Ireland Culinary Competitions National Cocktail Championships Euro toques Live Stage Chef Network Hub Contract Caterers Culinary Challenge Global Hospitality Technology Summit – NEW Stonehouse Trade Show – NEW

For Further information on how to book your stand, please contact: Margaret Andreucetti: Niamh Kenny Richard Byrne:

E: margaret@eventhaus.ie E: niamh.kenny@eventhaus.ie E: richard.byrne@eventhaus.ie

The team that delivers CATEX T: +353 (0) 1 846 0020 or visit

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21/02/2018 14/11/2017 10:06 09:28

EDDIE WANTS

YOU

FRANCHISE OPPORTUNITIES IN MUNSTER, CONNACHT & ULSTER FOR NEARLY 30 YEARS EDDIE ROCKET’S HAVE BEEN CREATING HAMBURGERS USING ONLY THE FINEST INGREDIENTS AND 100% NATURAL FRESHLY GROUND IRISH BEEF. WE NOW HAVE 41 EDDIE ROCKET’S – OUR CASUAL DINERS. IF YOU SHARE OUR VISION TO CREATE THE PERFECT HAMBURGER AND WOULD LIKE TO JOIN THE EDDIE ROCKET’S FAMILY, VISIT: rocket-restaurants.com/franchise IRISH FRANCHISE ASSOCIATION FRANCHISE OF THE YEAR 2017

Winner

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2017

21/02/2018 09:50