ISSUE 8 2020
DIGITAL
at h w nd ke a ols en li c to be o r p has g n n i en ctio p a reoer re h it om w ng cust i l o a s t de’s De the d ea lahi nt l n a a ow at M taur d ck ion t res o L at ee ov tr inn ld S O
s s e n i s d u a B e h n i A k s c t a e B e r St
B O O K I N G , C R M & R E S TA U R A N T S Y S T E M
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Contents ISSUE 8 2020
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IN THIS ISSUE
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21 or al f sers e d u i it t’s ides but ed a v th ro m nc em ital p syste enha t B O O K I N G , C R M & R E S TA U R A N T S Y S T E M s y ig MS t in es on sso D ver P resul rvice n ica cle at r se er, ll-i n a zes. P ely ns th ome anag a t ide ll si trem d-o us sM rov of a e, ex f ad ved c Sale p s o e l v o W esse ecti nge mpr iona td ra d i lL sin eff at bu h an des a e an n, N hote c i u wit prov ven Brow K Te e r i r A o sta als Ali DIGITAL
REGULARS
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NEWS
BOOK SHELF
A QUICK CHAT
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COLLECTING CUSTOMER INFO – WHAT TO KEEP IN MIND HOW LONG SHOULD YOU BE RETAINING CUSTOMER DETAILS AND WHAT KIND OF INFORMATION SHOULD YOU BE COLLECTING? HOTEL & CATERING REVIEW TALKS TO CONOR HOGAN AT BSI FOR SOME ANSWERS
BACK IN BUSINESS HOTELS AND RESTAURANTS ACROSS THE COUNTRY CHATTED TO HOTEL & CATERING REVIEW ABOUT DEALING WITH REOPENING PROTOCOLS AND WHAT THE CUSTOMER REACTION HAS BEEN LIKE
VINTNERS SLAM DECISION TO DELAY REOPENINGS OF PUBS HOTEL BARS NOT AFFECTED BY NEW GOVERNMENT DELAYS BUT PUBS CALL FOR SPECIAL MEASURES TO SAFEGUARD THE INDUSTRY
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STREETS AHEAD LOCKDOWN HAS FORCED ADRIANA AND MARK FITZPATRICK AT MALAHIDE’S OLD STREET RESTAURANT TO BECOME A BIT MORE CREATIVE
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Editor Denise Maguire Creative Director: Jane Matthews Art Director: Áine Duffy
Editor’s View
Designer: James Moore
Welcome to the August issue of Hotel & Catering Review 2020
Stock Photography iStock
It’s been a summer like no other. Covid-19 and Ireland’s lockdown have taken their toll on the hospitality industry and right now, it doesn’t look like travel into the country will be extended beyond the “green list” any time soon. The IHF is calling on the government to review its travel policy for people coming into the country, stating that although public health is and should be the priority, it must go hand in hand with opening up travel in a safe and considered manner. The green list should be extended, says the IHF, with a comprehensive testing regime put in place for visitors not on the list. Commenting on the situation facing the industry, IHF President Elaina Fitzgerald Kane said that with Ireland’s hospitality sector earning 75% of its income from overseas visitors and only 25% from the domestic market, come September the whole of the hospitality industry faces a cliff edge as the domestic market business tails off. In our ‘reopenings’ feature on page 21, hoteliers and restaurateurs explained to us how life has changed over the past few months. A few talked about how the reopening of pubs and hotel bars would be a welcome return to some kind of normal but before this magazine went to print, the date was pushed out to the 10th of August. Elsewhere in this issue, we take a look at AK Techotel’s Picasso Digital system, a PMS that offers the user a range of innovative and often surprising benefits. We also chatted to Adriana and Mark Fitzpatrick at Old Street restaurant in Malahide about their lockdown journey and why reopening the restaurant was a terrifying prospect. 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.
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 2019. 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: Denise Maguire Email: denise.maguire@ ashvillemediagroup.com
Denise Maguire www.hotelandcateringreview.ie | info@hotelandcateringreview.ie @HC_Review | facebook.com/hotelandcateringreview
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TRUST THE INVISIBLE CHEF MR CRUMB’S INVISIBLE CHEF ‘COOK IN PACK’ RANGE IS A PERFECT SOLUTION FOR ALTERED HOSPITALITY INDUSTRY
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fter three years of research, Mr Crumb has launched Invisible Chef, a very timely range of “cook and serve in pack” snacks which includes burritos, breakfast muffins, croque monsieurs and filled paninis. With Invisible Chef, the award-winning artisan company is responding to the needs of a very different, post-lockdown hospitality industry. “The new range actually came to market in January but because of the pandemic, it’s only coming to the fore now. Thanks to the range’s unique pack technology, it’s ideal for postlockdown re-openings,” said Jason Coyle, Company Director at Mr Crumb. That technology allows products to be cooked in the pack across multiple devices, unlike other “cook in pack” products which can only be cooked on one. Products only take two minutes to cook in combi ovens, ovens and panini grills and stay hot for up to 90 minutes, making them a perfect replacement for buffet breakfasts in hotels. They also have a three day chilled shelf life. To
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minimise waste, the Invisible Chef range is supplied frozen; the user tempers the product, cooks it and serves it in the packaging. “That means that at the point of serving, the consumer or guest can be sure that no-one has touched the product. That peace of mind is a key advantage of the new range, even more so in today’s post-lockdown environment,” said Jason. The range is aimed at hotels, cafes, coffee shops, caterers and pubs. “In order to open, pubs will have to serve food along with drinks. With Invisible Chef, we’ve provided a cost-effective, fast and extremely tasty solution to that problem.” Invisible Chef is available nationwide, www.invisiblechefsnacks.com Distribution of the Invisible Chef range is via Pan Euro Foods, Odaios Foods, Lynas Foods and regional distributors. Contact the Mr. Crumb sales team on 043 668 1148 or email info@mrcrumb.ie
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News Your monthly round-up…
‘A RACE AGAINST TIME’ Accountancy practice Crowe has revealed the results of a sentiment survey of the Irish hotel sector amid the Covid-19 pandemic. The survey found that average national occupancy levels are set to dramatically fall from 2019 highs of 73% to just 32% for 2020. Dublin occupancy levels are forecast to be down 53% from 2019 levels, with regional rates down 38%. As a result, Dublin hotels expect to be harder hit overall than regional hotels in 2020, with total revenues for Dublin hotels forecast to be down 62% on 2019 levels. In comparison, regional hotels are predicting a fall of 55% on 2019 record levels. The findings also show that hoteliers are predicting that the average room rate of €111 in 2019 is set to fall to €94 for 2020. When broken down by regions, Dublin room rates will fall by 28% (€37) in 2020 while room rates outside of Dublin are expected to be down 13% (€14) on 2019 levels. Nationally 42% of hoteliers expect the impact of Covid-19 to last more than 18 months, affecting trade into 2022.
Hoteliers in regional Ireland have a more pessimistic outlook, with 46% expecting the impact on performance to last longer than 18 months. When looking ahead to recovery, the survey revealed that hoteliers have learned lessons from the economic crash of 2008 and now understand that discounting has a limited impact on overall demand stimulus. As a result, Crowe is predicting that hoteliers plan to protect room rates by avoiding overdiscounting room rates in 2020, allowing the industry to create a better base for 2021.
John Coleman wins Concierge of the Year John Coleman of the Metropole Hotel was awarded the title of Concierge of the Year for Munster and Ireland at the Irish Hotel Awards 2020. The hotel was also named the “Great Place to Stay Quality Award” at the event. John said: “I am delighted to win this award and indeed for the Metropole to also pick up an award. The most exciting part of my job is the unknown as it is what makes it exciting. Every day is different as I meet different people from different backgrounds, from all over the globe on a daily basis. The team at the Metropole is one big family. From the top down, everybody helps out. We are so excited to be opening our doors again to welcome guests back.”
CORK HOTEL MANAGER HONOURED WITH NATIONAL AWARD Jerry Healy from Cork’s Carrigaline Court Hotel was named Hotel Manager of the Year at this year ’s Irish Hotel Awards. The hotel also won two more awards; Cosmin Trip won the national award for Kitchen Porter of the Year, while Kate Goulding won Receptionist of the Year in the Munster region. Commenting on the award, Jerry said:
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“I’m delighted to have received the award and I see it as a recognition to the entire hotel team and the service they provide to our guests. We are very excited about reopening the hotel to both visitors and guests and we’d like to extend our sincere thanks to all of our staff for working with us to help us get ready to open our doors again.” For more on Jerry’s success, turn to page 32
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Pictured left to right, Ian Doyle and Adam Kavanagh
APPOINTMENT
DISTANCING AND TEMPERATURE CHECKS ‘TIP OF THE ICEBERG’ High profile measures such as physical distancing, temperature monitoring and one-way systems represent just the ‘tip of the iceberg’ for Irish businesses, according to OneLook Systems. The company, which specialises in health and safety compliance, has urged businesses to think beyond the immediate guidelines and take a longer-term approach to reopening. CEO Pat King said it’s understandable that the focus to date has been on what’s right in front of us, but that’s not a sustainable approach. “That ‘new normal’ everyone’s talking about must become a ‘real normal’. Yes controls must be in place now, but
they need to work in a way that doesn’t slow business, doesn’t cost a huge amount of money and can be sustained – you need to be able to deal with this pandemic for a very long time.” Given that many businesses are facing compliance requirements for the first time, the company wants to raise awareness of the responsibility and workload this will bring. COO, Brendan Griffin, said: “Accurate and quick retrieval of safety information will be a new challenge for businesses. It’s up to business owners to ensure safety controls are built into their day-to-day operation and that record-keeping of who interacted with these controls is in place.”
Ian Doyle has been appointed the new Executive Chef at the Cliff House Hotel while Adam Kavanagh has been named the new House Restaurant Head Chef. Ian is already very familiar with Ardmore and the surrounding area, having studied professional cookery at Waterford Institute of Technology. He has worked in Dungarvan’s Tannery and spent four years as Head Chef at the two-Michelin star Oaxen Krog in Stockholm. He also worked at Noma, Mint in Ranelagh, in Gregan’s Castle and as senior Sous Chef at Fade Street Social. Adam worked in Helsinki for three years with chef Sasu Laukkonen as Sous Chef at Chef & Sommelier and also held the position of Head Chef in Il Vicolo. Work has started on transforming the dining experience at Cliff House Hotel. Ian has described their new menus as “very local, seasonal and simple, with no more than three or four ingredients on the plate — a celebration of Irish producers.”
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DISAPPOINTMENT OVER LACK OF ECONOMIC FOCUS FOR TOURISM IN NEW DEPARTMENT REALIGNMENT
HILTON GARDEN INN GETS “SAFE TO TRADE” ACCREDITATION The Hilton Garden Inn Custom House Hotel has re-opened to the public, having become the first Irish hotel to receive the ‘Safe to Trade’ hospitality industry accreditation, launched in response to the pandemic. The hotel, which is managed by Amaris Hospitality, has undertaken an extensive training programme with employees. Through Hilton’s CleanStay programme, significant changes have been made to operations at the hotel in all areas as well as the provision of PPE equipment and rigorous cleaning regimes. The ‘Safe to Trade’ scheme was developed and launched by Shield Safety Group and is open to businesses in the UK and Ireland. It covers all aspects of hotel, restaurant and pub operations including front and back of house, customer management and adherence to all Covid-19 Government public health guidelines. Prior to the coronavirus pandemic, Amaris Hospitality had announced the completion of a €11.5 million extension to the hotel on Dublin’s Custom House Quay bringing the total number of rooms to 324, while also adding 3,195 sq m of new floor space to the existing building.
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The Restaurants Association of Ireland has expressed disappointment that tourism has not been included within an economic portfolio by the new government. Adrian Cummins, CEO of Restaurants Association of Ireland, said: “The RAI is extremely disappointed that an industry such as tourism, that employs 265,000 people and contributes €9 billion to the economy, has not been included within an Economic Ministry by the new government. The programme for government is very clear; tourism is one of Ireland’s most important economic sectors and the government recognises its significance as a source of local employment and regional development. Covid-19 has had a devastating impact on tourism and the government will, as a matter of urgency, set out how we will support the sector through the remainder of 2020. We expect the new government to deliver on its commitment to our sector in the programme for government in the July Economic Stimulus.”
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Hoteliers call for TWSS support for seasonal tourism workers The Irish Hotels Federation (IHF) has called on the government to expand the current Temporary Wage Subsidy Scheme (TWSS) to include seasonal tourism employees. Due to Covid-19 safety guidelines tourism and hospitality businesses, including hotels, will be operating under significant operating constraints this summer. Tim Fenn, Chief Executive, IHF said: “Seasonal tourism businesses will find it difficult to re-employ many of their experienced people this summer without government support. These jobs are vital for many families living in regions where tourism is the only major employer. These people should not be left behind.” Almost 270,000 people were employed in the tourism industry before the pandemic. Just under 40,000 of these are seasonal employees who would return typically to the same employer every year for the busy tourism season, which runs from April to October. However, because they were not employed on the 29th of February 2020, they are not currently eligible
employees for TWSS. “We ask that the government considers including seasonal employees in the TWSS scheme in a manner similar to employees returning to work following maternity or adoptive leave,” said Tim. He added that the Covid-19 pandemic has had a devastating impact on the lives and livelihoods of thousands of citizens including seasonal employees and TWSS could serve as a significant back to work activation measure. “Eligibility criteria could be developed using historical employment records to construct a Qualifying Payroll Submission. Expanding TWSS to include seasonal employees would allow hotels and tourism businesses to keep their experienced teams together until overseas visitors return and the tourism sector has an opportunity to recover. Tourism businesses that normally provide an enormous contribution to the Irish economy and the Exchequer are under severe pressure this year and require help to keep their teams together,” he said.
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Paul Devoy appointed Executive Head Chef at Clontarf Castle Hotel Clontarf Castle Hotel has announced the appointment of Paul Devoy as Executive Head Chef. A native of Dublin, Paul completed a BA in Tourism and Culinary Arts from Cathal Brugha Street and after graduation, began his professional career as Head Chef at FXB Crow Street in 2003. Further roles included Executive Head Chef of Exhibit Restaurant in London, Senior Sous Chef at Glasson Golf & Country Hotel in Westmeath and Head Chef of Citron Restaurant at the 5-star Fitzwilliam Hotel before joining the team at Clontarf Castle Hotel.
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GATHER & GATHER IRELAND LAUNCHES WORKPLACE DINING DELIVERY SERVICE Gather & Gather Ireland has launched ‘Delivered by Gather & Gather’, a physically-distant workplace dining service which delivers across Dublin. A wide selection of food options are available which are safely produced, individually prepared and packaged and delivered contact-free to workplaces. The service also offers a ‘Care Package’ option which is sent directly to an employee’s home. According to the company, these options can range from standard meals to tailored packages for Zoom parties or just a little ‘pick-me-up’ for staff members.
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New Brasserie At Cork’s Imperial Hotel The team at The Imperial Hotel, Cork, have been busy putting the final preparations in place for the opening of a new brasserie at the hotel – Thyme at Seventy Six on The Mall, which is officially now open. The emphasis is on regional, seasonal and sustainable and is in line with the hotel’s recent ‘Because We Care’ programme, which was launched as a response to Covid-19. Charity donations have been built into Thyme’s menu, with a €1 donation on
a selection of menu items. Each time these items are ordered, a donation will be made to The Cork Simon Community and The Irish Guide Dogs. Executive Head Chef, Jerome Joyce, is working with an array of suppliers from County Cork and the English Market, which is located only 400m from the hotel’s front door. New menus feature Ballycotton Seafood Platters, Irish Gigas Oysters and The English Market’s Fish of the Day.
IRELAND’S LARGEST TIP JAR The Restaurant Association of Ireland (RAI) and Paddy Irish Whiskey have come together to create Ireland’s largest virtual tip jar to support the hospitality industry during these challenging times. A GoFundMe page has been set up for the public to “tip their bar staff and hospitality workers” and anything that the public donates up to the value of €15,000 will also be matched by the RAI and Paddy Irish Whiskey. Adrian Cummins, CEO of the RAI said, “Too many of our restaurants are facing closure and supports need to be put in place for this industry. Many staff members are struggling to get by without a salary coming in and are surviving solely on government supports. By creating Ireland’s Largest Tip Jar our aim is to offer some much-needed help to the bartenders and hospitality workers of Ireland.” George Roberts, Country Manager with Paddy Irish Whiskey Ireland, added: “Paddy Irish Whiskey’s heritage is in the hospitality sector and has been a part of Ireland’s social fabric for generations. We want to say thank you to the hospitality industry for allowing us to be a part of it. Now it is our turn to help
them when they need it most, so we would strongly encourage anyone to please join us in filling Ireland’s Largest Tip Jar by giving what you can.” Bartenders and hospitality workers can apply for the funding via an online application process – go to www.rai.ie for more details.
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DRIVING DOMESTIC SALES IRELAND, MAKE A BREAK FOR IT
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he domestic market is critical for Irish tourism and hospitality businesses across the country. Fáilte Ireland recently launched a new domestic marketing campaign, “Ireland, make a break for it”, in a major drive to encourage people to take domestic breaks. Through this multi-channel campaign which will run for 12 weeks reaching 97% of all adults nationally, Fáilte Ireland aims to excite Irish people about a holiday in Ireland and inspire and inform them about where to go and what to do. Fáilte Ireland is encouraging businesses to get involved and leverage the campaign and has developed a style guide and toolkit to help tourism businesses to use the branding to boost their own marketing efforts. The toolkit is available now on www.failteireland.ie/ireland-make-a-break-for-it
SALES AND MARKETING BUSINESS SUPPORTS GET LISTED ON THE NEW
DISCOVER IRELAND WEBSITE
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s part of Fáilte Irelands major drive to encourage people to take domestic breaks, DiscoverIreland.ie has been redesigned as the one-stop shop for domestic visitors, showcasing the wealth of things to see and do across Ireland. DiscoverIreland.ie will drive more referrals to the websites of tourism businesses. Fáilte Ireland is encouraging businesses to ensure they are listed and to keep those listings updated using new and vibrant imagery to best capture and engage visitors in all of the brilliant things to see and do across the country. To list a tourism business or update a listing on DiscoverIreland.ie, please visit www.failteireland.ie/get-listed
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áilte Ireland’s new Sales and Marketing for Recovery suite of supports focus on the tactical aspects of sales and marketing and digital performance. As Irish people start to move around the country again, Fáilte Ireland’s driving domestic sales supports offer guidance on how to engage Irish holidaymakers with compelling experiences and value for money offers that appeal to segments (including families, couples, friend groups or day visitors), as well as insights on how to optimise your website for the domestic home holiday short break and day market. To access these supports and the most upto-date information, visit Fáilte Ireland’s COVID-19 business supports hub at www.failteireland.ie
COVID-19 business supports hub at www.failteireland.ie
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The new safety symbol for tourism and hospitality. As the tourism & hospitality industry re-opens, it’s important to showcase your adoption of the recommended safety and cleaning guidelines to help customers know your business is a safe place to visit. The COVID-19 Safety Charter is designed to give this reassurance. By voluntarily signing up to the Charter, you and your employees are agreeing to follow Fáilte Ireland’s ‘Guidelines for Re-opening’ and undertake essential COVID-19 safety & hygiene control training.
It’s easy to sign up, just visit www.failteireland.ie to find out more.
The Covid-19 Safety Charter and the Covid-19 Safety Charter logo are trademarks of the National Tourism ISSUE 8 2020 | HOTEL CATERING REVIEW Development Authority. Copyright © 2020 All Rights Reserved.
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TOURISM AND HOSPITALITY BUSINESSES SIGN UP TO FÁILTE IRELAND’S COVID-19 SAFETY CHARTER
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ver 1000 tourism and hospitality businesses across the country have already signed up to Fáilte Ireland’s COVID-19 Safety Charter to showcase their commitment to adhering to the correct safety measures and hygiene protocols and ensure holidaymakers know that their businesses are safe to visit.
Dooley’s Hotel, Waterford
Woodlands House Hotel, Adare
Riverhouse B&B, Athlone
Pery Square, Limerick
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The Sandhouse Hotel, Donegal
Cape Clear Ferries, Cork
On The Way Cafe, Mayo
Yeats County Inn, Sligo
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News
Collecting customer info - what to keep in mind HOW LONG SHOULD YOU RETAIN CUSTOMER DETAILS AND WHAT KIND OF INFORMATION SHOULD YOU BE COLLECTING? HOTEL & CATERING REVIEW TALKS TO CONOR HOGAN AT BSI TO GET THE FACTS
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ailte Ireland guidelines for restaurants and cafes state that businesses must have the name and contact details of one person in each party, for example the person who books the table. That person should be advised to keep a record of who is in their party in case it’s required for contact tracing in the future. Details must be securely retained for one month and this also applies to pubs. According to Conor Hogan, Global Privacy Practice Lead at BSI, the best advice he can give hospitality businesses is to keep it simple. “Given the challenges currently facing businesses, it’s advisable not to over-complicate things. You want the process of collecting and retaining information to be as seamless as possible.” Keeping it simple boils down to three main points, says Conor. Be transparent – Businesses have a responsibility to be as transparent as possible with both staff and customers. “Explain to your customers as clearly and succinctly as possible what information you are collecting, why you’re collecting it and what you will be doing with it. Many firms already collect personal information for restaurant bookings so don’t over-engineer anything. Don’t over-collect – Only collect the information that you actually need. It’s also important that a robust process is put in place to destroy or delete the information once it’s no longer needed. “Only get contact details for the lead person in a group. Firms mustn’t use information collected for contact tracing for advertising or marketing, for example. And if you’re recording the information in your usual bookings software or in physical books, make sure you have a process in place to remove those entries when no longer required.”
Keep it secure – A simple bookings diary is likely sufficient but don’t leave it lying around. “If you are investing in a new piece of software, then careful due-diligence is required to ensure security and privacy-by-design measures should be engineered into the solution so that fundamental rights can be protected. Be alert to ‘quick fixes’ or ‘magic technology solutions’ because as controller, you are responsible for maintaining the confidentiality and integrity of the information and protecting the rights of your customers.” Anything that a business is doing with personal data for the purpose of contact tracing needs to be carried out in compliance with GDPR, says Conor. “GDPR is often seen as an inhibitor to business but actually GDPR was written with a special provision included in it for the circumstances surrounding a pandemic. It makes specific exceptions or provisions for how the government could process personal data and how private enterprises can process personal data within the context of a pandemic. I think everything needs to be considered within the context of what the country and the world is going through in managing a response to the pandemic.” Other countries are handling the requirement to collect and retain data a little differently. “The New Zealand government has developed an app that lets customers scan a QR code as they enter a premises. The business doesn’t have access to that information, it’s stored on the individual’s device. If someone that has visited a premises subsequently tests positive, they can update their app and anyone else that happened to be in that location at that time will get a notification to say they may have been exposed to the virus. It means that businesses don’t have to worry about contact tracing. I think it’s a good example of how technology can be used, how privacy can be protected and how additional obligations can be removed from businesses.”
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Cover Story
Making bookings
smarter Most hotels know that the right property management system can help elevate your premises, providing guests with a more satisfying experience. Not all PMS platforms are the same though and it’s the “behind the scenes” addons that really differentiate one system from another
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icasso Digital from AK Techotel is one of those PMS systems that stands out from its competitors. As the most widely used PMS in Northern Europe, Picasso Digital handles all data for hotels, inns, conference centres, hotel chains and restaurants. It’s what you can do with that data however that differentiates Picasso Digital from other platforms. “Picasso Digital isn’t just your average PMS system. One major benefit is around the booking process. Rather than going to a third party, users can promote their online prices and sell rooms directly through the company’s website and through the Picasso online booking engine. You’re bypassing that third party and saving yourself thousands of Euro per year in commission in the process. Essentially, it’s a one stop shop in that we provide a complete solution for the smallest boutique hotel right up to the largest multinational chain of hotels,” said Alistair Brown, National Sales Manager at AK Techotel Ltd. New customers that use Picasso Digital for the first time tend to stick
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Alistair Brown, National Sales Manager, AK Techotel
with the system, says Alistair. “My experience is that clients don’t really want to work with a big firm where they end up talking to a robot. Our clients, who regionally are well spread out across the country, get to know us very well.” Another key benefit of the system is that it allows for the same system to be used not just for reservations, but for the bar and restaurant too. “If you’re a manager walking through the bar and you want to check your reservations, you can use the till from behind the bar itself. Accounting staff can follow transactions from the restaurant on the same budget as the hotel and at the end of the day, transfer debtors and accounting to their accounting system. When a hotel is using two different systems, there’s a higher risk of breakdown but if you’re using just one, there’s no interface and therefore no breakdown. It’s a really useful add-on and one that’s definitely of interest to hotels of all sizes.” As F&B services become increasingly important, having just one staff log-in, one access and reports and one set of accounts is undoubtedly a beneficial add-on. “In light of Covid-19, limiting the amount of additional training that staff need is imperative right now.” Innovation has always been at the heart of AK Techotel’s business model. “We strive to always be cognisant of changes in the market. That’s why we developed Mona, our most recent additional module.” ‘MONA - Your Digital
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“Mona was developed quite quickly once Covid-19 became a reality but we always planned to create a system that would reduce the amount of work that a receptionist has to do. It’s a fantastic opportunity for a business to be one step ahead when adapting to what will become the new norm”
Assistant’ was created in response to Covid-19 and has been given to users free of charge until the end of the pandemic. “Mona allows the guest to visit the hotel under Covid-19 guidelines. No physical contact is required at all; the system contacts the guest on behalf of the hotel, it emails and sends SMS confirmations, it allows bookings from a mobile and it even produces a key for guests,” said Alistair. ‘Mona’ looks after the majority of tasks that are usually completed at the reception desk – check-in, check-out, splitting bills, settling payments and mailing invoices. “Any information that’s required for marketing is also carried out via the system. Mona was developed quite quickly once Covid-19 became a reality but we always planned to create a system that would reduce the amount of work that a receptionist has to do. It’s a fantastic opportunity for a business to be one step ahead when adapting to what will become the new norm.” AK Techotel was also an early adopter of cloud technology. “We actually have our own data centre so rather than using a third party to store our client’s data, we have our own servers in-house. Instead of waiting on alerts coming in from a third party, we know immediately what’s going on.” AK Techotel’s ‘Digital Guest Book’ is also currently proving popular, says Alistair. “It’s a really clever add-on that replaces the physical in-room services directory with a digital version that the customer can access on their mobile. Establishments can make adjustments 24/7 for some or all guests with just a few clicks. We believe it also ensures better communication with guests via live-chat. Essentially, it gives hotels a vital insight into what services your guests require.” Over 700 hotels and restaurants across Europe are using Picasso Digital. “We provide an all-in-one system that’s ideal for businesses of all sizes. Picasso Digital provides users with an effective, extremely clever PMS system but it also provides a range of add-ons that result in enhanced revenue and improved customer service.” For more information on Picasso, go to www.techotel.ie
‘The running of the hotel has been completely simplified’ Staff at Ballyroe Heights Hotel in Tralee are running a tight ship, thanks to Picasso Digital
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icasso Digital has been in use at Ballyroe Heights Hotel for several years. It has, says Marketing and Events Manager Michelle Hanafin, transformed the organisation of the hotel. “The PMS that we were using before Picasso Digital was ineffective so we really felt the difference once we started using Picasso. It’s going very well for us. If we ever have a problem or a query, we’re looked after straight away so we know we won’t be left in the lurch.” When guests book, the hotel’s confirmation email includes information on its Covid-19 policy. “We were able to amend our emails on the system very easily. Picasso Digital is extremely user-friendly. It’s also great for reports; our occupancy reports are invaluable. We joined Great National Hotels about a year ago. They use different PMS’ and when they came here for training, they couldn’t get over how easy it was to use and how beneficial the add-on’s were.” Breakfast reports include detailed information on a guest’s room number, their name, how many are in their party, if there are any special requests etc. “It’s the same for our restaurant. We ensure that our breakfast manager has her report first thing in the morning, it keeps staff one step ahead at all times.” Different packages can also be catered for on the system. “We use Groupon and Living Social and we also run special offers on our website. Picasso Digital will tell us exactly what guests are entitled to, whether that’s three nights and three dinners or three nights and one dinner etc. All the information we need is on the system and it’s easily accessible. It has also opened up communication at the hotel. Reception isn’t receiving 100 phone calls a day with queries on different bookings. Picasso Digital has really streamlined how we run our hotel.”
DIGITAL
TECHOTEL
B O O K I N G , C R M & R E S TA U R A N T S Y S T E M
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Reopenings
BACK IN Business Hotels and restaurants across the country chatted to Hotel & Catering Review about dealing with reopening protocols and what the customer reaction has been like
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JP KAVANAGH, GENERAL MANAGER, THE SHELBOURNE We’re happy with how business is going but that depends on what you’re comparing it to. To expectations I’m happy but compared with our previous life, I would be very alarmed. We’re staying within the guidelines which are imperfect, but they’re there. We still require further clarification but I welcome the effort that’s going into it. it gives us something to work towards. We have had a couple of weeks of gauging the consumer reaction and that has been generally positive. They are understanding, supportive and compliant in most cases. Bookings are from the domestic market and we peak on a Saturday night with about 200 residential guests. The restaurants are probably close to capacity and most are residential dining. Our afternoon tea is still three sittings; capacity is down 50% but we’re getting close to filling it at the weekend. For dining, we’re using the lounge, bar and restaurant so we’re spreading out in order to maintain social distancing. Among all the outlets on the ground floor we have about 170 seats. We’ve just redone the bar and it’s much more convivial to dining so that’s working out well. All the protocols that we put in place are working. We’ve kept all our staff which has helped as everything is more labour intensive now. Our aim was to create a safe haven for the people that work in the building and for those that engage with it. Guests are telling me they feel the hospitality is excellent and that they feel safe, which is the most important thing.
HONOR BYRNE, COMMERCIAL DIRECTOR, CLIFF We feel that business is healthy since reopening. The procedures that we implemented before opening our doors seem to be working well for us; we’ve ramped up on certain areas and maybe changed and developed other areas. Nothing is set in stone and we have a Covid captain on each property that meets with all of the HOD’s on a daily basis to assess how things are going. Sanitation of rooms is taking longer and we have a big property so that’s a little bit difficult. When it comes to engaging with guests, our pre-communication is very strong. Guests will receive an email six days out and another email one day out to remind them of how things will have changed compared to the last time they visited. Business levels justified bringing back our full team which was great as trying to manage this situation without a full team would be very difficult. Some of our technology isn’t in place yet. We are moving to an online check-in and check-out app. Our provider was aiming for July 20th for launch but because hotels opened earlier, they weren’t able to speed up the process. The change in date was great but it did challenge everyone. We also have QR codes for our menus and an online guest directory and app.
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ANTHONY GRAY, SLIGO RESTAURATEUR Thankfully, the two restaurants are busy at the moment. Business is better than I expected but I’d describe it as a mediocre Valentine’s night. We’ve had a few tourists coming in but we’ll be refusing to serve people who have travelled from the red zones and haven’t selfquarantined. The government shouldn’t be allowing flights into the country from red zones. We’ve done so well as a country and as a county in Sligo. For my staff and for my other customers, I’m not going to take the risk. As well as adhering to health and safety procedures, we’ve gone digital with our menus and that has made a huge difference time-wise. With the VAT rate having just come down in the North, a stimulus package for the hospitality industry must be announced by government. It’s vital for the survival of jobs and for rural Ireland. If an appropriate package isn’t announced and if the VAT rate doesn’t go down to 5%, we’re looking at closures left, right and centre in October or November, along with mass job losses. No-one can survive those months without help from the government. The hospitality sector seems to be the forgotten industry right now. The banks also need to give 0% loans. I recently spoke to a bank about getting a loan and they were looking for 7.5% which is just ridiculous. We’re in unprecedented times and as an industry, we’re in desperate need of help if we’re to survive.
CAROL BARRETT, OWNER, DUNMORE HOUSE We’re delighted with how business is going since reopening. Right now, we’re at about 95% occupancy. Guests have told us they feel welcome and safe and that was our aim. We’ve had about 40% who have already booked their return visit for September or October. We’ve actually had guests change their booking from other hotels in the area to come and stay here instead. Describing another hotel, one guest told us that they had tried to go to the bar late evening for a drink but was told they couldn’t if they weren’t eating. I think some people are taking the rules a little to the extreme. As hoteliers, our job is to care for and assist our guests and I think some hotels might be in danger of losing that. There’s a nice middle ground where extreme care needs to be taken but you’re still making the guest feel welcome and safe. The new guidelines certainly require a little extra work and care but it hasn’t been too onerous. We used to have a touch clocking-in system for staff but we’ve changed that to a facial recognition system. Servicing of rooms takes a little longer; staff must change their PPE gear after each room, which is then checked by another staff member. Upon arrival, guests receive a package which includes a small hand sanitiser. There are also several sanitiser stations throughout the hotel.
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JOHN O’FLYNN, RESORT GENERAL MANAGER, FOTA ISLAND RESORT We’ve had good occupancy since reopening but we’re still at 50% of where we should be at. This year is all about survival and getting through the winter months. Our selfcatering offering is full for July and August and into September. Everyone is very understanding of the regulations but in saying that, I’m looking forward to when we can start reopening the bar. People are now looking for activities in their trips away. I think destinations like ourselves that are outside and have lots of attractions may be finding it easier than city centre businesses at the moment. We’re finding that one of the most important aspects of the business is that customers understand procedures before they get here. That makes the whole process much easier on them and on staff. Any weddings, conferences or group events that we had on the books for this year have moved into next year so that will be a big help in 2021. Covid is something that I think we’ll be living with for the rest of our lives and as long as businesses and organisations have procedures in place, we’re just going to have to get on with it. The one thing we’ve learned from all this is people do want to travel so we’ve got to just get on with it now.
NIALL KERINS, GENERAL MANAGER, ICE HOUSE HOTEL Since reopening, we’ve adapted our rates to include more of an outdoor element. We now do bike packages and we’ve linked up with Harbour Sup & Sail in Enniscrone so guests can enjoy paddle boarding. I think a lot of the procedures that we’ve put in place come well above the requirements. I don’t see any other restaurants in the town using face shields so we’re going above and beyond and we’re going to keep going that way unless we’re advised otherwise. We have a welcome ambassador at the front door who tells guests everything they need to know. At the front desk, we’re doing as much as we can to limit contact with guests. At check-in, guest receive their welcome pack which includes their keys etc in a sealed bag. They go to the room themselves and we do a follow-up call about 15 minutes later to see if there’s anything in the room that they require. Nearly everything has been taken out of the rooms so if they want tea/coffee making facilities or an iron and ironing board, we’ll deliver them to the room individually. From a staffing point of view, it’s more intense that it would have been normally. There’s a lot of going to and from the rooms, whether it’s food or drink orders. We’ve also opened our spa so we’re just finding our feet with that. I’m feeling positive about the next few months and the “new normal” that we’re finding ourselves having to adapt to.
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Vintners slam decision to delay pubs reopening Hotel bars not affected by new government delays but pubs call for special measures to safeguard the industry
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ust before Hotel & Catering Review went to print, it was announced that phase 4 of the opening of the country would be pushed back to the 10th of August. Pubs and nightclubs that expected to open their doors on the 20th of July are now facing a longer period of closure. The Irish Hotels Federation (IHF) has stated that hotel bars that serve food will remain open for business and are not affected by the government’s decision. Tim Fenn, IHF Chief Executive, said that the announcement has led to some confusion. “Members are answering queries from guests who are unsure about being able to obtain alcohol with their meal in a hotel bar. Most hotel bars serve food and they were able to reopen at the end of June as they comply with the requirement to serve a substantial meal, as well as meeting other features expected of a restaurant. These hotel bars have clearance to remain open. The government decision only requires bars and pubs which do not serve food to stay closed until phase 4.” Hoteliers expressed disappointed at the decision not to allow all hotel bars to reopen given the capacity of hotels to give ample social physical distancing. “The health and safety of our teams and guests will always be our first priority. However, the decision doesn’t fully reflect that hotels have plenty of space which gives them greater flexibility to comply with the Covid-19 reopening protocols including safe social distancing requirements.” The IHF was also disappointed at the failure to increase the size of gatherings until the 10th of August. “It doesn’t fully reflect the capacity of hotels or their proven track record in managing large gatherings safely. Many hotels across the length and breadth of the country have hosted gatherings of less than 50 guests safely since the date for smaller gatherings was brought forward, with no public health issues arising. Hotels have a proven track record of managing large events safely and it is very disappointing that this was not taken into consideration,” he added. Meanwhile, the Licensed Vintners Association (LVA) has asked the government what their future plans will be for the pub sector should further spikes in the infection rate arise. Following comments made by Minister for Health Stephen Donnelly, that pubs could “materially add to the possibility of a second wave”, the LVA has asked the government to develop a plan for protecting the future of the pub industry and its 50,000 employees in this country. Pointing to the singling out of the pub sector, the LVA added that if the government wishes the pub sector to survive, special measures will be needed to safeguard the future of the industry.
“Many hotels across the length and breadth of the country have hosted gatherings of less than 50 guests safely since the date for smaller gatherings was brought forward, with no public health issues arising. Hotels have a proven track record of managing large events safely and it is very disappointing that this was not taken into consideration” The LVA has stated that pubs who are yet to reopen will go 40% of the year without trading. This amounts to 147 days or almost five months. Pubs were the first sector to close and will be the last to reopen. The LVA is asking the government to commit to the following measures for the pub sector: • • • •
Significant grant aid for pubs based on their licence band, with a minimum of €20,000 rising to €50,000 for 2020 Maintaining the Wage Subsidy Scheme for pubs for as long as social distancing restrictions apply A cut in the VAT rate for on-trade alcohol until the end of the year The abolition of commercial rates for 2020
“It is clear that the government is making a special case of the pubs,” said Donall O’Keeffe, Chief Executive of the LVA. “We are the only sector still to reopen. We have repeatedly been separated from the rest of the economy and from the rest of the hospitality sector. The livelihoods of publicans and their staff are being badly affected. The infection rate is rising while they remain closed.” He added that Minister Donnelly’s comments are a further indication of the government’s stance towards pubs. “Well, if pubs are going to be singled out by the government, then we deserve special treatment. No other industry is being told they can’t return to work. No other business owner is being told they can’t earn a living for 40% of the year.”
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Reopenings
Lockdown has forced Adriana and Mark Fitzpatrick at Malahide’s Old Street restaurant to become a bit more creative
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or Mark and Adriana Fitzpatrick, owners of Old Street restaurant in Malahide, opening as a takeaway during lockdown wasn’t half as daunting as reopening the restaurant a couple of weeks ago. “I think it was the size of the task. All the changes that we made to the business when we were closed required a lot of effort and cost. We had everything in place for no more than six weeks and then we had to changing it all back. We were also quite insulated as a takeaway so there was definitely an anxiety around bringing people back into the restaurant,” said Mark. Old Street is located, funnily enough, on Old Street in Malahide. Open just over three years, it’s an extremely spacious, two-level restaurant with basement that lends itself nicely to social distancing requirements. High tables and stools have been removed from the bar area to allow for extra tables, making up for the ones that were taken out of the main restaurant. “We’re lucky
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with the space we have here but it has definitely been a bit overwhelming having people back in the restaurant. When you’re a neighbourhood restaurant, you always have people who know the next table. People are moving around and you’re trying to stop that which goes against the grain of what hospitality is all about,” said Adriana. “It’s difficult to find that balance between adhering to guidelines and having all the systems in place to keep people safe while at the same time not making people feel like they’re walking into a science lab. But we’ll absolutely be making it clear to guests that they must stay in their seats,” said Mark. The restaurant’s ample space also meant the basement could be converted into a production kitchen for takeaway purposes. BBQ packs, wine packs and cocktail packs sold extremely well. “One week we sold 684 cocktail packs which was amazing. We have never sold anything close to that in the restaurant,” said Adriana. As with most restaurants forced to revise their business model and adapt in order to survive, there was some trepidation around opening as a takeaway. “We were certainly nervous about launching a takeaway. We’re a casual dining restaurant and our food doesn’t really lend itself to a takeaway. We didn’t know if the pay-off would be worth it.
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“One week we sold 684 cocktail packs which was amazing. We have never sold anything close to that in the restaurant” It did turn out to be worthwhile but it required considerable effort and cost. I think the pay-off has been the lessons we’ve learned along the way.” Those lessons include understanding the viability of the BBQ and drinks packs which will continue and the potential around developing a catering arm to the business. “The catering side of things has grown organically. People began asking for takeaways for special events but they didn’t want what was available on the menu. One particular person wanted finger food for a 30th birthday party so we designed a package for her and things took off from there. We’ve now launched the catering business and if there’s a second surge, at least we’ll have that in “Instead of sinking place,” said Adriana. Currently, the we definitely swam. catering side of the business We’ve learned a lot provides food, delivery and set-up but no service. “We’d like to provide about the space service but staff levels don’t allow and how adaptable for that right now. We brought back it actually is. 17 of our 27 staff members; thankfully we were able to bring We’re not just back all our full-time employees. a restaurant When the catering business anymore” becomes a separate entity to the restaurant, we’ll definitely need more staff,” said Adriana. The pandemic has forced the couple to be more creative. “Instead of sinking we definitely swam. We’ve learned a lot about the space and how adaptable it actually is. We’re not just a restaurant anymore. It’s exciting but also terrifying!” Old Street serves up modern Irish cuisine, courtesy of Head Chef Mario Simic. “Mario is from Croatia so he has brought a different feeling and flavour to the menu. We’ve added new starters including an Octopus Carpaccio and during lockdown, we invested in a dry ageing fridge,” said Mark. Meat is now aged and smoked in-house. “Croatians have a history of curing their own meats. Most houses will have an outdoor smoker, they’ll have their own pigs and they’ll make their own brandy. So it was
something that Mario and I had been chatting about for a while. We decided to go ahead with it during lockdown. We never realised how successful it would be. One of our best-selling takeaway dishes was the charcuterie and cheese and on our new menu we have a version of it, which so far is also proving really popular.” Old Street’s loyal following in Malahide is compensating for the lack of corporate bookings. “We would have had a very good revenue stream from the corporate market so we’re lucky that the locals have stuck with us. I’d like to ultimately see the catering side grow into a catering and events business running alongside the restaurant. I think we both feel like we learned a lot during the pandemic and those lessons will stand to us. Right now, we’re excited and hopeful for the future,” said Adriana.
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Books
Books out this month....
Pod Life... THE PROVEN PRINCIPLES PODCAST
Unvarnished: A gimlet-eyed look at life behind the bar Author: Eric Alperin Publisher: Harper Wave RRP: €25 Available: www.amazon.com When it opened a decade ago, the acclaimed Los Angeles speakeasy The Varnish – owned, designed and managed by award-winning cocktail aficionado Eric Alperin – quickly became the stylish standard bearer for modern bars. Unvarnished is a candid, voice-driven, no-holds-barred look at the workings of a bar and the foundation of The Varnish’s success – attention to hospitality and an abiding belief in the nobility of service. Alperin and veteran bartender and writer Deborah Stoll push back against the prevailing conceit that working in the service industry is something people do because they failed at another career. They offer fascinating meditations on ice as the bartender’s flame, the good, the bad and the sad parts of vice and the obsessive, compulsive deliberations of building a bar (size matters). At the book’s centre are the 100 plus recipes a young Jedi bartender must know before their first shift at The Varnish, along with examples of building drinks by the round, how to Mr. Potato Head cocktails and what questions to ask when crafting a Bartender’s Choice.
The Proven Principles Podcast is aimed at demystifying the inner workings of hotels. The Find your hosts share next favourite insights and podcast with practices on our pick ofbest the skills needed best the to be successful in any customer Author: Dominique Crenn service focused Publisher: Penguin Press business. On the show RRP: €29.75 you’ll find interviews with Available: www.dubraybooks.ie hospitality industry experts and individual episodes that break down the tools, tips By the time Dominique Crenn decided to and tricks that the best run become a chef at the age of 21, she knew it was a hotels use every day. near impossible dream in France where almost Listen on Apple podcasts or all restaurant kitchens were run by men. So, Stitcher she left her home and everything she knew to move to San Francisco, where she would train RESTAURANT under the legendary Jeremiah Tower. Almost 30 UNSTOPPABLE years later, Crenn was awarded three Michelin WITH ERIC Stars in 2018 for her influential restaurant Atelier CACCIATORE Crenn and became the first female chef in the What do the most US to receive this honour – no small feat for successful entrepreneurs someone who hadn’t gone to culinary school or know that you don’t? On been formally trained. In Rebel Chef, Crenn tells Restaurants Unstoppable, of her untraditional coming-of-age as a chef, today’s most successful beginning with her childhood in Versailles. Here restaurateurs and is a disarmingly honest and revealing look at one restaurant professionals woman’s evolution from a daring young chef to a share tips and insights to respected activist. help make your restaurant dreams unstoppable. Topics include how to lead, CHECK manage and market a OUT SOME OF successful restaurant. Listen on Apple podcasts or THE BEST FOOD Stitcher
Rebel Chef: In Search of What Matters
RELATED BOOKS AND PODCASTS ON THE MARKET RIGHT NOW
Shelf Book
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SLICK TALK: THE HOSPITALITY PODCAST This is the podcast for anyone and everyone in the hospitality industry that love what they do and wants to grow, learn and experience all the cool things the world of hotels, restaurants, vacation rentals and travel have to offer. Listen on Stitcher or Apple podcasts
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A Quick Chat
A Quick Chat with Jerry Healy
‘Hotel Manager of the Year’ Jerry Healy talks teamwork, the secrets of his success and how life has changed since Covid-19
What was your first job in the industry?
Working for a renowned Cork property. My initial role was as a bar tender and I was then offered a trainee management position through the hotel’s training programme. I was fortunate to work with GM’s who provided great insight, which allowed me to become one of the youngest appointed GM’s in the Cork region. One of the most important tips I learned was to always keep a close reign on the cost base in order to maximise revenue and profitability. I’ve also learned that a GM must be able to multitask; to be aware of ongoing activities across all departments and to provide direction on key decisions.
Winning the GM of the Year award
It’s a fantastic accolade which I’m humbled by but I see it as recognition for the fantastic team that I work with. I’m also proud that the Carrigaline Court Hotel was accredited with the title ‘A great place to stay’ by the Irish Hotel Awards.
What do you attribute your success to?
My parents had a positive hard work ethic and raised me with the same ethos. I believe the award recognition is down to the hard work and dedication of the entire hotel team, working together to exceed customer expectations and delivering a visitor experience that is personalised and memorable.
What’s the proudest moment of your career so far?
I became GM of the Carrigaline Court Hotel over 10 years ago, steering the hotel through the recession and overseeing the recent €3.5 million refurbishment and the development of the hotel into the high Four Star standard that it has now attained. I’m proud of that accomplishment.
How has your working life changed since Covid-19?
It seems like yesterday that we were gearing up for St. Patricks Day at the hotel, then it was like driving off a cliff; everything changed. Bookings disappeared and very hard calls had to be made to protect the hotel and furlough staff to try to manage the cost base. However, this sector has seen challenges in the past and dusted itself off and that’s what we are doing again. Our staff have been fantastic and have rowed in behind the hotel to get us reopened and we believe that with our newly developed ‘Stay Safe Approach’, consumer confidence will return. We are already seeing strong pickup for the remainder of the summer season.
“It seems like yesterday that we were gearing up for St. Patricks Day at the hotel, then it was like driving off a cliff; everything changed”
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What’s the funniest interaction you’ve ever had with a guest?
I recall once receiving a telephone call from a customer who was complaining of their recent experience in the hotel. However, upon listening to the customer detail her dissatisfaction in particular with the breakfast, I began to realise that something wasn’t quite right as our breakfast has a fantastic reputation. After hearing her describe the venue setting, I began to realise that it wasn’t our hotel; it turned out that the customer had stayed in a similarly named property elsewhere in the country but had rung the wrong number to complain. Upon realising her mistake, the customer was completely apologetic and in fact ended up making a future booking to stay in our hotel!
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