Hotel & Restaurant Times 201201 Dec/Jan by Hotel & Restaurant Times

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DECEMBER ‘11/JANUARY ‘12

THE

BUSINESS

PUBLICATION

FOR

THE

HOTEL

AND

RESTAURANT

€3.65

INDUSTRY

SIMPLE EFFECTS CREATING A VISIONARY IMPACT WITH 21 SPACES

A RETURN TO FORM

MINISTER LEO VARADKAR INTERVIEWED

REVIEW OF THE YEAR NOT BAD, CONSIDERING…

THE LUXURY OF BEING YOURSELF

CONRAD’S MARTIN MANGAN, IHI MANAGER OF THE YEAR

www.hotelandrestauranttimes.ie

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003 CONTENTS

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CONTENTS

P. 12

P. 40

P. 29

COVER: 21 Spaces designed Arnott’s Café, Middle Abbey St., Dublin

CONTENTS NEWS

MINISTER LEO VARADKAR INTERVIEWED

SIMPLE EFFECTS FROM 21 SPACES

TOURISM IRELAND NEWS

FOOD GLORIOUS FOOD FROM BIM

RAI NEWS

FÁILTE OPTIMUS SPA & WELLNESS AWARDS

BOOKASSIST

TOURISM STRATEGY

INITIATIVE FROM ROLY’S

IRELAND’S REGIOANL AIRPORTS

MARTIN MANGAN

WINE

REVIEW OF THE YEAR

IHI FOUNDERS’ BANQUET

YAWL BAY SEAFOOD

WORLD TRAVEL MARKET

Hotel & Restaurant Times is circulated on subscription to Chief Executives, Directors and Proprietors of Hotels and Restaurants in Ireland along with Architects, Interior Designers and Suppliers to the Hotel and Restaurant Industry. Managing Editor: Cyril McAree Contributors: Pavel Barter, Caroline Leddy, Cynthia Bifolchi, Paul Counter, Conor Power, Frank Corr, Cariona Neary, Niamh Mc Gregor, Martin Murray, Restaurants Association of Ireland, Tourism Ireland & Fáilte Ireland Design, Layout & Production: Andy Ryan @ DIA - 086 8050464 Printing: Wood PrintCraft All paper used in the production of this magazine comes from certifiably sustainable forestry.

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ALL CONTENTS OF THE MAGAZINE ARE COPYRIGHT OF HOTEL & RESTAURANT TIMES: H&R HOUSE, CARTON COURT, MAYNOOTH, CO. KILDARE. TEL/FAX: 01 628 5447. E-MAIL: editorial@hotelandrestauranttimes.ie WEB: www.hotelandrestauranttimes.ie H&RT DECEMBER ‘11/JANUARY ‘12

004 EDITORIAL

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It’s all to play for As the industry said goodbye to 2011 a few glitches appeared on the horizon. The contentious JLC issue has re-emerged and is set to cause problems for all concerned. The government recently published legislation to reform the Joint Labour Committee, which was deemed unconstitutional by the High Court during the year. The euro crisis rolls on and shows no sign of abating.

editorial editorial editorial

editorial

EDITORIAL

editorial

The RAI are not happy with the JLC issue and are considering a constitutional challenge. In a recent statement Adrian Cummins, Chief Executive of the Restaurants Association of Ireland said, "We will be getting our constitutional lawyers to look at the new proposal and if we find that the proposals are unconstitutional, our members will be asked if the Association should proceed with a Constitutional Challenge". Ireland’s minimum wage is one of the highest in Europe. If we are to continue with the challenge to make Ireland a competitive destination, this issue could set back any gains achieved to date. The reduction in VAT has shown what can happen when the right conditions are put in place. The issue of Sunday pay premiums should be consigned to the era it belongs to and has no role in a modern open economy which we now operate in. Another note of concern was raised by a recent World Tourism Association report which claims that the Irish share of the world tourism market has decreased significantly in the past decade, despite us spending more money on tourism than any other European country. The study, commissioned by the Dublin City Business Association, raised concerns that will be the focus of debate for some time. However, when you look at the CSO figures for January to October 2011 - and note that over €3.1 billion in revenue was put into the coffers of the exchequer by overseas tourists it somewhat dilutes the argument raised. In contrast, the recent ITIC year review was upbeat and positive. In its review it notes that overseas visitors to Ireland increased by 7% in 2011 – the first increase in four years, while domestic demand volumes held up well, despite a downturn in consumer confidence. Arrivals from mainland Europe are expected to be up by 10%, with arrivals from North America showing an 8% increase and arrivals from Britain up by 5%. "The estimated results for 2011 mark a turning point in what generally has been a year of positive developments for the tourism industry, including recognition by Government of the role tourism can play in the country’s economic recovery," according to ITIC Chairman, John Healy. "It was particularly pleasing that growth in the numbers employed in the sector also returned, with 6,000 jobs added after seasonal adjustments over the last two quarters," he added. The outlook from the industry, as a whole, is upbeat and confident. The recent budget reinforced the importance of tourism. The industry performed better than most in the line of cutbacks and remained relatively unscathed in contrast to other sectors. Most observers within the industry were satisfied with the outcome and believe it marks a coming of age for tourism and its allied trades. It has shown growth in both monetary and employment terms and can only improve as the year progresses. Most commentators are of the opinion that we have turned a corner. While challenges remain, there is room for optimism. And remember with the Olympics and Euro football, opportunities are there if we can offer alternatives to those who want to ensure they get value for thier hard earned cash. But we can’t be complacent. The focus must be maintained in getting the message out to all our target markets: Ireland represents tremendous value for money, a unique hospitality experience, unrivalled anywhere in the world.

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Cyril McAree Editor

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NEWS Dublin delights tourism planners

NEWS

Score for tourism Up to 10,000 American football fans are set to descend on Dublin in autumn 2012, for the annual clash between college teams Notre Dame and Navy. The teams will play their 2012 contest on September 1, at the Aviva Stadium at Lansdowne Road. Niall Gibbons, Tourism Ireland chief executive, said: “Sports-related tourism has emerged as a very significant element of the global travel business in recent years and this college football game is another wonderful opportunity to highlight Ireland.”

Fine Wine

Influential French business tourism planners in Dublin’s Powerscourt Centre with Catherine Bertin, Tourism Ireland France (left).

Get your motors running

Findlater Wine & Spirit Group recently secured a number of awards at the Irish Wine Show 2011. Out of fifteen categories, three Gold’s were won by Findlater wines, with one of these - the J Moreau et Fils Chablis 2010 - winning the overall “Wine of the Year 2011-2012”. Furthermore, four Silvers and one Bronze were picked up, meaning that FWS wines won medals in over half of the categories at the event, a testament to the strength and quality of the portfolio. The awards organised by the National Off-Licence Organisation (NOFFLA), and judged by a collection of prominent off-licence owners and/or managers. In all over 600 wines were submitted, which really puts these achievements in context.

Sligo set to stun Dublin recently celebrated Formula 1 at the launch of Bavaria City Racing. You’re Fired presenter Anton Savage was MC while DJ Mo Kelly provided the entertainment. Guests included comedian and racing enthusiast PJ Gallagher, models Jenny Lee Masterson, Sarah Morrissey, Lynn Kelly, Tiffany Stanley and Today FM presenter Mairead Farrell. Other guests on the night included the original Bavaria Babes, pictured. Bavaria City Racing Dublin takes place June 3 2012, bringing Formula 1 to the streets of Dublin for the first time.

The Australian Ambassador to Ireland, Bruce Davis, visited Sligo to attend a series of lectures at Sligo IT during Science Week. The Ambassador took time out of his busy schedule to experience some of Sligo’s key tourism attractions and get a sense of the county and its people. During his visit, the Ambassador was given a private viewing of the Niland Collection at The Model Gallery.

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NEWS

Towering above the competition

Tapping Dublin pubs Eleven of Dublin’s pubs are leading the way for Quality Assurance after being assessed, and approved, under Fáilte Ireland’s national standards scheme for pubs across the country, Raising the Bar. The pubs each received their certificate of recognition at a recent event in The Dropping Well, Milltown.

Tower Hotel & Leisure Centre Waterford has launched a new mobile website which allows people to book online using their mobile phone and handheld devices. The Tower Hotel is one of the first hotels in Waterford to invest in this technology. Pictured is the Tower Hotel team.

Brussels sprouts new air route Aer Lingus is launching a new service from Brussels to Cork in March 2012. A €9 million Tourism Ireland marketing blitz with carriers including Aer Lingus, Ryanair, Aer Arann, Emirates, US Airways and ferry companies - is currently underway in major markets, supported by revenues from the air travel tax and matching funds from the carriers.

Shannon hotels approve Fáilte Ireland merger The Shannon Branch of the Irish Hotels Federation has given its backing to any future merger of Shannon Development’s tourism marketing function with Fáilte Ireland. Commenting on the Government’s public sector reform plan, Michael Vaughan, Chairman of the Shannon Branch stated a merger is long overdue and would be of benefit to tourism in the region.

Flights of fancy for Mayo Hoteliers in Mayo have welcomed Ryanair’s decision to open four new international routes into Ireland West Airport Knock from April 2012. Fergal Ryan, Chairman of the Mayo Branch of the Irish Hotels Federation (IHF) states that the new routes will directly link Mayo with substantial additional tourist markets in Spain, Germany, Italy and France and are a strategically important development in increasing Knock airport’s connectivity with Europe. The four new routes will connect to Barcelona, Frankfurt, Milan and Paris, with over 20 flights per week, bringing the total number of Ryanair routes out of Knock airport to 14. 6

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Pictured receiving their Quality Assurance certificate, were (l. to r.): Michael Lacey, The Yacht Pub; James Hanlon, Fagans Pub; Jennifer Churchward, Fáilte Ireland; Charlie Chawke, The Bank on College Green; and Eamon O’Maley, Fagans/The Yacht Pub.

Showtel on the road The Irish Hotels Federation’s 2012 Annual Conference and Showtel Trade Exhibition takes place in the Hotel Kilkenny on the 5 and 6 March 2012. The event takes place against a backdrop of recovering visitor numbers and initial indications of a turnaround in the tourism sector. Stephanie Howard, IHF Showtel Organiser, pictured, states Showtel will act as an essential platform for suppliers to the hospitality sector to showcase new and existing product and solutions to hotel and guesthouse proprietors, general managers and marketing managers. For further information on the 2012 IHF Showtel Trade Exhibition, contact Stephanie Howard on 01-4976459 or by email at howards@ihf.ie.

Eastern promises T o u r i s m organisations from across Ireland in Beijing, during Tourism Ireland’s 2011 tourism trade mission to China, with Susan Li, Tourism Ireland China (front row, fourth from left) and Jim Paul, Tourism Ireland’s head of Australia and developing markets (back row, right).

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NEWS

A Titanic job Titanic Belfast, the world’s largest Titanic visitor attraction, opening in spring 2012, has announced that Fitzers Catering will provide hospitality services for the iconic building. Up to 200 new hospitality jobs will be created at the attraction, with recruitment for the posts expected to begin in January 2012. Dublin based Fitzers Catering currently manages the catering operation at Croke Park, Europe’s fifth largest sports stadium, and the recently-opened Convention Centre Dublin. The company also regularly caters for events at Dublin Castle and ‘on location’ with the film industry, including movies such as Braveheart, Michael Collins, The Boxer Neverland, Albert Nobbs and Ek Tha Tiger which is currently being shot in Dublin. Synonymous with very high standards of quality, service and innovation, Fitzers Catering recently won the title of Ireland’s Best Caterer 2011 at the Event Industry Awards. As well as operating the café and restaurant at Titanic Belfast, a major focus of Fitzers Catering’s role will be on the provision of hospitality services for The Titanic Suite, Northern Ireland’s newest and largest dedicated banqueting venue. Located across the fifth and sixth floors of the venue, Titanic Suite offers flexible spaces catering for 50 to 1,000 guests for events including gala dinners, conferences, award ceremonies and private ceremonies. The banqueting suite also includes a temporary exhibition space. Announcing the contract, Tim Husbands, CEO of Titanic Belfast, said: “We are delighted to have secured Fitzers Catering as the official hospitality providers to Titanic Belfast and look forward to working in close partnership with them to deliver one of the most stylish venues in the UK and Ireland.” Sharon Fitzpatrick, CEO Fitzers Catering, commented: “Titanic is a truly worldwide brand and we are obviously thrilled at securing the hospitality contract for such an international landmark facility. Fitzers Catering’s 30-year track record of success at similarly prestigious venues will help ensure that every customer’s dining experience at Titanic Belfast exceeds what will be very high expectations.”

O’Driscoll steps up The directors of the 5 star Muckross Park Hotel, Cloisters Spa, Molly Darcy’s and The Reserve, have announced the appointment of Sean O Driscoll as General Manager of the resort. Sean previously worked with The Intercontinental Hotel Group, Great Southern Hotel Group and as General Manager of The Brehon Hotel Killarney.

Stephens Catering loses one of its best Eddie Murray of Ballymena, who served his time with Stephens Catering Equipment for over 35 years, recently passed away. Eddie was a highly esteemed Sales Director, within the company. He was “dedicated to his customers, work colleagues and company,” said a spokesperson for Stephens Catering Equipment. “We were all fortunate to know Eddie and have many precious memories.”

Speaking in tongues www.eurocatering.org, the free professional training website for the restaurant and catering industry, is now accessible in Irish, English, French, Spanish, Dutch, Galician, Slovenian, Finnish, German, Norwegian, Polish and Italian.

(l-r): Linde van Ishoven Linguapolis Antwerp; Mary MacCague Head of School of Humanities GMIT; Anne Brindley EuroCatering project and lecturer in French GMIT; Jim Mullin Executive Director Leargas Ireland; Deputy Mayor Councillor Ollie Crowe; Colin Gilligan EuroCatering project and lecturer in Hospitality Studies GMIT; Christian Goethals EuroCatering Project Manager Mons Belgium; Cait Noone, Head of the Hotel School GMIT.

No business like show business

Sarah Dallas, Castlemartyr Resort (right), with Hannah Hall, Poisson Rouge, at a business tourism workshop in London.

Sand and deliver The Sandstone Restaurant at Lough Rynn Castle - headed by new Executive Head Chef, Clare O’ Leary - has been awarded a prestigious AA Rosette for a third consecutive year. One of the important criterions in the achievement of an AA Rosette is the use of the freshest quality local produce. Ingredients for The Sandstone’s table d’hôte and la carte menus are sourced from local suppliers and artisan producers.

Bord Bia to host food and drink event Over 300 international and 100 local food and beverage buyers are expected to attend Bord Bia’s Marketplace International 2012, taking place in the Convention Centre, Dublin, on February 7 2012. The buyers will have the opportunity to meet with over 175 Irish branded and private label suppliers, during 3,500 pre-scheduled meetings. Bord Bia is aiming to secure €15 million in new business from the one day event. H&RT DECEMBER ‘11/JANUARY ‘12

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NEWS

Leo’s got the blues

The 2012 Edition of Ireland’s Blue Book has been launched by Minister for Transport, Tourism and Sport Leo Varadkar. The 2012 Blue Book collection will include 42 historic hotels, country houses and restaurants. New to the collection in 2012 are Ballyfin Demesne in Co. Laois, and Castle Leslie in Co. Monaghan.

Ormonde makes Kilkenny proud

Macroom with a view

Pictured at a Gala Staff Reunion in the boutique 4 * Castle Hotel in Macroom, Co. Cork are Carmel McCarthy, Inchigeelah; Maura Twomey, Macroom; and Helen Murphy, Kilmurray. The event was hosted by the Buckley family to acclaim its past and present employees commending all their efforts and contributions to the success of the Castle Hotel.

Trip for Tipp Ed Binstead, President British Bottlers Institute (BBI); Peter Cooney, Manager Tipperary Water; Wyllie Woodburn, BBI National Chairman. Tipperary Water recently won three international gold medals at the BBI Awards in London.

Something fishy about US bloggers Kilkenny’s Ormonde Hotel, the medieval city’s four star hotel, has swept the boards at a recent awards ceremony, winning awards for its customer service and becoming the first hotel in Ireland to win an Age Friendly 2011 Award in conjunction with the Kilkenny Chamber of Commerce. The Ormonde completed a hat trick by being named Best Overall Business at the influential Chamber awards, which were held in the South East.

Lack of translation troubles Irish hotels Just 18% of Irish hotels are catering for nonEnglish speaking visitors, through foreign language translation on their website, according to the results of survey released by Cipherion Translations. This figure represents a 10% increase on 2010, but the level of website translation activity among Irish hotels remains very low. Of those with foreign language availability, the translation quality is generally inconsistent and poor. 8

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Pictured at the fish stand at the English Market in Cork were two of the world’s top food bloggers Christopher Connolly and Amy Cao from US site Foodspotting.com with Hilary Creedon (middle), Fáilte Ireland’s Client Services Officer for Cork.

Sky’s no limit Aer Lingus has announced two new services from mainland Europe to Ireland for 2012: from Stockholm (Sweden) and Verona (Italy) to Dublin.

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NEWS

True Grit Representatives of the very best in Irish hospitality gathered at recently the Bord Bia offices in Dublin, for the announcement of the 2012 Georgina Campbell Awards, associated with the respected Georgina Campbell’s Ireland independent hospitality guides, and Ireland’s most popular independent hospitality and travel website www.ireland-guide.com. In yet another challenging year for the hospitality sector, accolades from a respected independent guide are not only a source of encouragement - and very good for winners’ business - but also set a benchmark for others in the industry who are determined to achieve a similar level of excellence. Although most closely associated with good food, the Guide’s accommodation recommendations are equally respected, and it should be noted that the Guide does not support unregistered accommodation; only Approved (Failte Ireland) accommodation is considered for recommendation. Every year Georgina Campbell and her team of experienced assessors comb the country’s hotels, country houses, guesthouses, restaurants, pubs and cafés, seeking out the best consumer experiences for readers of The Guide (‘the glove box bible’) and, increasingly, for followers of the very successful website, www.irelandguide.com. A new printed Guide, to accompany the website, is planned; meanwhile, Ms Campbell emphasised that “We have maintained our rigorous programme of anonymous assessment visits throughout the season as usual and, with ‘the harvest in’; the reports are gradually going through directly to the website, Ireland-guide.com. As always, we’ve kept a sharp eye out for those exceptional establishments which are right on top of their game and going the extra mile for customers - and we have found a surprising number of new establishments worthy of recommendation this year.” Commenting on the Awards, Georgina Campbell said, “The economic crisis is really biting now and the twin pressures, of non-functioning banks and unrelenting consumer demand for unrealistically low prices, are driving many viable longestablished businesses to the wall. But at least the hospitality industry - and its vital underpinning foundation, agriculture - is now being given the credit that is long overdue and it’s predicted that ‘tourism and food’ will be key to renewed growth. And the crisis has acted as a catalyst, separating the many who have opted for the ‘race to the bottom’ from the (relatively) few who have chosen the hard road of sticking to their principles of quality, and making superhuman efforts to give their customers real value at a fair price. They - and the farmers, fishermen, growers and artisan producers who supply their kitchens - represent the best of Irish hospitality, and its future, and they are the giants of the hospitality industry who are represented by the winners. Top award winners included: Ballynahinch Castle Hotel Recess Co Galway (Hotel of the Year); Restaurant FortyOne at Residence Dublin (Restaurant of the Year); Aidan McGrath Wild Honey Inn Lisdoonvarna Co Clare (Chef of the Year); Mary Ann’s Bar & Restaurant Castletownshend Co Cork (Pub of the Year); and Neven Maguire MacNean House & Restaurant Blacklion Co Cavan (Georgina Campbell Award, for special contribution to Irish hospitality).

All Thai’d up

Pictured at the launch of Saba: The Cookbook are Saba head chef Taweesak Trakoolwattana and Ciara Murray (aged 8), who has successfully been through treatment at the bone marrow transplant unit at Our Lady’s Children’s Hospital, Crumlin. Saba: The Cookbook is a collection of Thai and Vietnamese recipes from one of Dublin’s bestloved restaurants.

Licensed to thrill

Pictured at the LVA (Licensed Vintners Association) annual education awards are: James Murphy, DIT, Lecturer & LVA programmes Co-ordinator; Natalie Rademeyer, 1st Place, LVA Examinations - Bar Management; Enda Keogh, Chairman, LVA.

Ware it well

Pictured at the Georgina Campbell Awards in Dublin are Graham Neville of Restaurant FortyOne at Residence, Dublin 2 (Restaurant of the Year), Patrick O’Flaherty of Ballynahinch Castle, Connemara (Hotel of the Year), Georgina Campbell, Richie Huggard of Restaurant FortyOne at Residence, Dublin 2 (Restaurant of the Year) & Aidan McGrath of Wild Honey Inn, Lisdoonvarna (Chef of the Year)

Houseware International have launched a new website which presents their tableware collections and food service ideas: www.houseware.ie. Houseware are distributors in Ireland for a number of top brand names, including Schott Zwiesel glassware; Tafelstern Hotel Chinaware; WMF Hotel collections; HEPP Hotel Tableware; REVOL serving collections; and FRIES Rack systems. For more details contact Frank McKenna: 087 272 3058 H&RT DECEMBER ‘11/JANUARY ‘12

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NEWS

Dutch gold

Final Journey Throughout 2012, Cobh in Cork Harbour, the last port of call for the Titanic, will host a year long series of events and activities that will commemorate the centenary of the life and legacy of the Titanic and the people associated with her. Titanic 100 Cobh 2012’s series of events and attractions in Cork Harbour and City will consist of various events, all with underlining themes that are representative of the magnificent Titanic story. It will remember the Titanic, her era and those associated with her and will aim to connect people from different places along the way.

Pictured representing Ireland at the Association of European Hotel and Tourism Schools AEHT competition in the Hague were Team Ireland (l-r): Joe Mc Glynn, Tourism College Killybegs, LKIT; Martina O’Brien, Cork Institute of Technology; Gold Medal Winner, Tracey Nolan, Waterford Institute of Technology; Emma O’Loghlen, Galway Mayo Institute of Technology; and Anne Marie Butler, Cork Institute of Technology.

Look who’s EuroToque-ing

(l-r): Seamus Commons, Head, Chef Knockranny House Hotel; Helen McDaid, Failte Ireland; Adrian Noonan proprietor, Knockranny House Hotel; Kamil Dubanik, Knockranny House Hotel, (Winner of the 2011 Eurotoques Young Chef of the Year); Geraldine Noonan, Knockranny House Hotel; and Geraldine Lane BIM.

Now we’re motoring

Commenting on the event, Marc Anderson, Project Director Titanic 100 Cobh 2012, said “Titanic 100 Cobh 2012 and our event partners welcome one and all to be part of the many wonderful experiences that will pay tribute to The Titanic and the people associated with her in Cobh, Cork City, and Cork Harbour throughout 2012 and beyond. We want to encourage imagination and creativity and would like to promote the positivity in believing anything is possible”. The Titanic 100 series will consist of many high profile events throughout 2012. The Titanic Centenary Week, which will attract a large audience, will take place from April 9 to 15, exactly one hundred years on from the Titanic’s maiden voyage. Included in this special week will be a family food and retail stall compound and the commemorative Titanic Tribute, with an impressive armed forces presence. An outdoor commemorative concert running over four nights will tell the story of The Titanic, its connection with Ireland and its impact on the world through various musical and dance genres composed and performed by international artists. Bill Whelan (Riverdance), Brendan Graham (You Raise me up) and Monica Loughman, the international ballet star, are all on board to enhance our offering. The performances will be streamed around the globe. Other events throughout the year that are part of the constantly increasing series of activities and events include a special St Patricks Day Parade - Cobh 1912 and The Ford International Short Film Competition with The Titanic as the theme where finalists efforts will be screened in front of a live outdoor audience. A food and wine festival will feature during the year and various Titanic themed exhibitions and lectures will take place. One month within the year has been scheduled to specifically welcome descendants of those associated with The Titanic; this month promises to be very memorable and inspirational. A number of high profile ambassadors have already come on board to back what is hailed to be one of the biggest events on the Irish calendar for 2012 including athlete Sonia O Sullivan, actress Fiona Shaw, Failte Ireland Chairman Redmond O Donoghue, Chairman and MD of Henry Ford and Son Eddie Murphy, yachtsman Ron Holland and internationally acclaimed designer, and award-winning presenter of SeaScapes Tom MacSweeney, with other high profile names in the pipeline. Further Information on Titanic 100 Cobh 2012 will be released in the coming months or visit www.titanic100.ie for updates.

New BookAssistant Talbot Hotel Carlow recently joined forces with Dooleys Motors to offer overnight guests a free road safety health check. “After the winter snow last year everyone is making road safety, and their cars, a priority this winter. We’re now the one stop shop for that,” said Ken Battigan, General Manager of Talbot Hotel Carlow. Pictured are: Anna Kus, Team Supervisor, Talbot Hotel, Carlow; David Brennan, Master Ford Technician, Dooleys Motors, Carlow; Ken Battigan, General Manager, Talbot Hotel, Carlow. 10

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Bookassist has announced the appointment of Julie O’Sullivan as Business Development Manager for Ireland, based in the Dublin office. Julie has over 6 years experience in the tourism and hospitality industry and most recently held a senior sales role with the Convention Centre Dublin (CCD) where she looked after the International association conference market. Julie was part of the pre-opening sales team and was involved in the high profile launch of The CCD in Ireland and throughout Europe. Prior to this she worked with Platinum One Ltd in sales and operations for corporate conferences, sports events and incentive groups. Julie holds a first class degree in Information & Communications Technology from Trinity College Dublin.

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04/03/2011 18:03:43

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INTERVIEW

A return to form

Leo Varadkar is confident about tourism’s recovery. H&R Times speaks to the Minister for Transport, Tourism and Sport. Leo Varadkar might have developed a media reputation for gaffes, but today the minister’s foot is not erring too near his mouth. H&R Times is in the minister’s office to talk tourism. Varadkar, 32, the youngest member of the Fine Gael cabinet, is encouraged by recent tourism figures, but he’s not exactly making a song and dance about it. “By nature I’m a pessimist, but I’m optimistic for tourism,” he says, taking a seat. “I’m conscious not to underestimate the challenges. I understand the extent to which a lot of businesses are struggling. For many tourism businesses, another 6% recovery won’t be enough.” Varadkar is referring to recent Central Statistics Office figures, which suggest the number of overseas trips to Ireland increased by 6.5 per cent from July to September. These results came on foot of news that visitor numbers rose almost 12% in the first seven months of 2011. Tourism Ireland reckon around 7.4m people visited Ireland last year: an increase of 7% on 2010, valued at an estimated €3.4billion in revenue. “It’s definitely a recovery for the sector, I’ve no doubt about that,” says the minister. “But there are caveats: the figures

H&RT DECEMBER ‘11/JANUARY ‘12

were better at the start of 2011 because of the volcanic ash in 2010. I’m happier with the 6.5% than with the 12%. The 6.5% is credible: it matches reports about people visiting attractions and hotel occupancy. It’s a recovery after a very big decline. The challenge is to deliver that level of growth every year for the next couple of years.” Tourism’s gradual return to form has been partially attributed to last year’s Job’s Initiative, which created a reduced VAT rate of 9% for tourism. In Budget 2012, the higher rate of VAT went up, but tourism’s reduced rate remained static. “I think it’s a help,” admits Varadkar. “A big perception of Ireland, particularly in the UK market, is that we’re high cost. The fact that costs have come down, through the VAT decrease, helps correct that perception.” “What’s particularly encouraging for me is the increase in the Australia and Developing Markets region [Australia, New Zealand, Japan, South Africa, China, India and the Middle East]. Even though it’s a small number of people, it’s a big increase on the numbers coming in. My fear is, with the world’s economic picture looking shaky, is that a lot of tourism’s success over the year ahead will depend on the European and British economies.” Tourism’s reduced VAT got off unscathed in Budget 2012; funding did not. Fáilte Ireland’s budget was reduced 5% to €59.4m; a further €3.1 reduction is planned for 2013. The Tourism Marketing Fund, meanwhile, was reduced 5% to €39.3m. Tourism Ireland lost €500k in administration.”There’s a fall in what’s available for product development. We have €80m available for the next five years to develop attractions and products. The only A big perception of problem about that is €60m is already committed to projects, including the Ireland, particularly in Book of Kells refurbishment.” the UK market, is that The Irish Hotels Federation (IHF) we’re high cost. The criticised the axing of the accelerated capital allowance scheme in Budget fact that costs have 2012, saying it would “erode the ability come down, through of hoteliers and their families to service the VAT decrease, existing borrowings...” However, the industry reacted favourably to the helps correct that special allocation of funding to 2013’s perception. Gathering initiative. First announced at last year’s Global Irish Forum, the Gathering will consist of a year long programme of events and festivals, designed to lure an extra 325,000 visitors into the country. The Gathering has been modeled on the Homecoming, a similar initiative in Scotland, explains Varadkar. While the Homecoming tried to manufacture new events, the Gathering will tag onto existing occasions, such as the St Patricks Festival, Guinness Jazz Festival, Wexford Opera. Varadkar hopes local authorities, county associations, the GAA, and others, will get involved in preparations. Can hotels and restaurants also partake in the Gathering’s preparation? “They definitely can,” remarks Varadkar. The minister adds that hotels and the industry should “make more of an effort to promote and market Dublin on the basis that it will fill every hotel. I think the industry can do a lot more to market itself, particularly in the UK”. This is more like the Minister we know from media reports. In 2011, while

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INTERVIEW

speaking at Dromoland Castle in Clare, he criticised the levels of customer service in Ireland. Varadkar says the comment was blown out of proportion but insists there is truth in the matter. “It’s something I think is undeniable: the level of customer service and interaction is much better in the United States than it is in Ireland and most of Europe.” Does he think there’s a rural/urban divide in regards to customer service? “In Ireland we talk about our fáilte and friendliness. Definitely in the rural areas, where the staff is more likely to be Irish, the friendliness is excellent. There’s a difference between friendliness and understanding what’s on the menu, or efficiency of check out. Assisting somebody to buy something in a shop is very different to friendly chatter, which is very good in Ireland.” Hotels and other hospitality outlets are finding it difficult to get funding for training programmes. Varadkar says customer service should not be a matter for training. “I don’t think the government should have to train employees to be polite. We’d really be a nanny state if we needed a government programme to teach people how to be polite.” Perhaps tourism could be incorporated into second level education? “I hadn’t thought about that. [The Department of Education] is developing a new Junior Cert, which will have about five or six core subjects. Then there will be optional modules. We’ve put forward a road safety module: you learn the rules of the road. We’re also putting forward a sports one. We haven’t a tourism one. Maybe you’ve given me an idea...” While Varadkar muses on the matter, we raise the thorny issue of employee wages. Despite the High Court deeming the JLC system of setting wages for lower paid workers to be unconstitutional, in 2011, the government recently published legislation to reinstate the system. The Restaurants Association has described the legislation as five steps backwards for Metro would have been the industry. “The legislation will be very different to what was there before. In great, but it would roughly the meantime, employers are free to cost every household in hire people for the minimum wage,” he Dublin €16,000. If you took comments. €16,000 out of every Last year’s decision to defer work on household in Dublin to Metro North to Dublin Airport, and Dublin’s DART underground, hit build the Metro, that might Varadkar’s tourism and transport brief, have serious impacted but he has learned to live with it. hotels and restaurants and “There was a recent survey that everything else ranked Dublin high in shopping but low

on transport. That’s probably true. Our public transport in Dublin isn’t very good and it’s not integrated. It will be integrated: the LUAS link-up will integrate it, but it won’t be before 2018 when that’s built. “Metro would have been great, but it would roughly cost every household in Dublin €16,000. If you took €16,000 out of every household in Dublin to build the Metro, that might have serious impacted hotels and restaurants and everything else. If we could afford to build it we would, but we can’t. “Also, the disruption would have been horrendous. You would have been digging up Stephen’s Green, tunnelling under Grafton Street. We’d be taking all the statues off O’Connell Street. If Metro had gone ahead, in the short term, for the next four to five years, it would have been very bad for tourism.” On the whole, Varadkar is happy with Ireland’s present tourism provision. Our hotels are competitive and the facilities are better than they ever were. Restaurants should produce more value menus, he adds. “I think we over obsess on cost. Ireland never was and never will be a cheap destination. A lot of it is down to quality. I think the quality of our product has improved hugely: restaurants, hotels and attractions.” For 2012, the minister’s plans are to lay the groundwork for the Gathering, improve airport access to Ireland, and continue investment in tourism product. Varadkar might have developed a reputation for shooting his mouth off. But right now, he means business. H&RT DECEMBER ‘11/JANUARY ‘12

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DESIGN

Simple Effects 21 Spaces is one of those design companies that have a real hunger. Belief in their story, ability to keep things simple, and an established ethos has gained them an envious client loyalty. What they create in their designs is an atmosphere and visionary impact that leaves customers in awe, with just the sharpest of subtlety. John Henry Boyle and his wife Sinead run 21 Spaces from their offices in Dublin and Donegal. The interior architecture and design company have established themselves in an extremely competitive market and continue to stand as leaders. They produce a remarkable creative talent for each project, but it is their high expectations from the contractors they recruit that guarantees their delivery of a unique service and package overall. 14

H&RT DECEMBER ‘11/JANUARY ‘12

Their latest project is the first of the new line of Bewley’s café’s, which opened at Arnott’s department store in Dublin. Boyle has worked to completely separate the coffee shop itself from the busy store and the resulting picture is not stereotypical of what one would expect from the famous 1840’s coffee name. 21 Spaces have moved Bewley’s into a different realm with this new and exciting setting. Boyle and the team have developed a steal screen of 6 metres high that corners off the shop and curves around the space creating an intimacy within. What is very evident is the high standard of quality in the materials used - the bespoke counters, with no sight of plastic in view. Boyle explains that the principle objective with this design is the appreciation of superb and well-executed quality. This new Bewley’s really segregates itself from the other chain-type coffee shops in Dublin. The next location for 21 Spaces and Bewley’s will be Georges Street, which is in the design phase at present. Tolteca is a Mexican style grill which 21 Spaces have recently finished on Baggot Street. The American company sought a design with the attention primarily surrounding their open kitchen. The décor here is lush and heavily masculine throughout. The team have created a beautiful environment with polished concrete floor, quirky subway tiles, and oak panelled walls. Boyle works with John O’ Connell furniture regularly for projects like this for their creation of unique pieces:

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DESIGN

“We design the piece and they will make it from scratch. Each feature is individualistic and site specific and possesses a real luxurious depth to it”. 21 Spaces take care of the Gondola Restaurant Group UK group of restaurants and the latest one is Milano in Ranelagh. The restaurant has always attracted 16

H&RT DECEMBER ‘11/JANUARY ‘12

groups, so Boyle has incorporated this with the ever popular booth seating. The main focal point of Milano restaurants is the Pizziolla, which is the pizza oven. A glistening carrera, white marble pizza oven is on show. Stone solutions are the creators behind this striking piece. Boyle tells me that Stone Solutions are easily the best in the country at what they do. Throughout the restaurant, there is teak Parquet flooring mounted on the walls which gives this very warm feeling of luxury. They use grey oak flooring on the ceiling and the floors. This contrast of where materials should typically be is interesting; not adhering to the rules in this case works.

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DESIGN

From the outside, the shop front has high opening concertina doors across the front of the restaurant. These open up at summertime attracting the young and trendy to this chill out spot on the main street of Ranelagh. Another thing to consider is the all important signage. A company that Boyle works closely with is Academy signs, who are known for their delivery of custom made products. 21 spaces will come up with the idea and design what they require and Academy will create it. When I asked Boyle why he uses them so regularly he simply stated: “they always deliver what we want and on time”. It’s their competitive nature that keeps Boyle interested. 21 Spaces are in the design phase of a Pizza express in February in Glasgow. The project will take 6 weeks to complete. They are using the influence of Glasgow industrial park, salvaging fittings, aiming for the restaurant to showcase that glimpse of Glasgow’s industrial heritage. And another company they are working closely with are Hillbilly’s. The fast food franchise group has opened stores dramatically around the country. It’s an Irish product and the design is a traditional old kitchen style with off whites, which sets the scene of a good old fashioned family diner. New projects approaching opening phase are Bang Café in Dublin. The aim here is in creating a friendly and relaxed bar effect for the lower ground floor bar, making

it a more casual environment. They have also produced a great hang out spot in Barlottie, which opens in March; a cafe in the IFSC which is very cutting edge and high design. Boyle also speaks of Parson building services, who manage the build and fit out of their projects. He sees them as extremely reliable and they meet with the 21 Spaces ethos in that they are “always up for doing something different”. The focus at 21 Spaces lies in their creativity, quality of design and appreciation of the team they recruit for their projects. A purpose and meaning lies behind each design at 21 Spaces, keeping what they have to offer truly simple, yet defined. Niamh McGregor

H&RT DECEMBER ‘11/JANUARY ‘12

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TOURISM

Tourism Ireland’s 2012 Marketing Plans lay foundations for return to record visitor numbers by 2015

Tourism Minister Leo Varadkar with Ann Riordan, Tourism Ireland chairperson, and Niall Gibbons, Tourism Ireland CEO, at the launch of Tourism Ireland’s 2012 marketing plans. The plans aim to deliver over 9 million visitors to the island of Ireland by 2015.

TOURISM IRELAND HAS LAUNCHED DETAILS OF ITS MARKETING PLANS to promote the island of Ireland overseas in 2012 and beyond, at an event attended by Minister for Transport, Tourism and Sport Leo Varadkar T.D. and tourism industry leaders from around Ireland. The organisation’s goal is to build on this year’s return to growth in overseas tourism and to welcome over 9 million visitors to the island by 2015, exceeding the record year for tourism of 2007. Details of a new global advertising campaign - ‘Jump Into Ireland’ - were also unveiled. The new Tourism Ireland campaign, which will launch in January 2012 in 22 markets around the globe, will include TV, radio, press, cinema and online advertising and will have an estimated annual audience of 60 million potential visitors worldwide. The soundtrack for the TV ads is a track from the latest album, Fallen Empires, of Co Down band Snow Patrol. Tourism Minister Leo Varadkar said: “Tourism has been a priority for this Government from the start. The sector currently keeps 180,000 people in jobs right across the country, and there

is great potential for further job creation. So far the signs are good, with visitor numbers up 10% in the first nine months of the year. The Tourism Ireland marketing plan will build on this progress. We are now building up to the Gathering in 2013, which will be the biggest tourism event ever held in Ireland.” Tourism Ireland’s targets for 2012 will see the island of Ireland welcoming 7.8 million visitors during the year. This will represent growth in visitor numbers of +5.5% over 2011 and will set the sector back on the road to reaching visitor levels attained in the peak year of 2007 by 2015. Commenting on the year ahead, Niall Gibbons said: “2012 is about competing to win. While recent economic turmoil has brought increased uncertainty, affecting business and consumer confidence, the overall outlook for travel and tourism remains positive. Tourism Ireland will roll out an extensive marketing programme to capitalise on the strong interest in Ireland in all our markets. Our new advertising campaign will capture the essence of a holiday here and play to our strengths - iconic experiences and warm, friendly people.”

Eugene Maher, Shannon Ferry Group; Marie Collins, The Lodge at Doonbeg; Joanne Clancy, Falls Hotel, Ennistymon; Joan Reilly, Doolin2Aran Ferry; Maureen Cleary, Clare Tourism Forum; and Niall Gibbons, CEO of Tourism Ireland, at the launch.

Steven Roberts, Tourism Ireland, outlining promotional opportunities in the Nordic region for 2012.

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TOURISM

Ooh la la! Legendary French singer honoured for services to Connemara tourism Legendary French singer Michel Sardou was presented with a symbolic “Freedom of Connemara Silver Key” in Paris, as a thank you for his services to Connemara tourism over the years. Sardou’s famous song “Les Lacs du Connemara” (the lakes of Connemara), released thirty years ago in 1981, became a huge hit and still gets airplay today, helping to put Connemara firmly on the map in France and elsewhere around the globe. A group of top tourism representatives from Connemara travelled to Paris to make the presentation in Paris, at an event hosted by Irish Ambassador to France Paul Kavanagh and organised by Tourism Ireland, in conjunction with Fáilte Ireland West and Bord Bia. Over 100 guests were in attendance for the special presentation, including members of the French media and a number of TV and radio stations, as well as influential French tour operators and travel agents. Billy Condon, Tourism Ireland’s Manager of Southern Europe, said: “This event received extensive coverage through the media here - reminding people around France once again about the spectacular landscape of Connemara and the west of Ireland and encouraging them to consider it for their holiday in 2012.”

Pic (by Serge Arnal) shows legendary French singer Michel Sardou (fifth from right) being presented with a symbolic “Freedom of Connemara Silver Key” by HE Paul Kavanagh, Irish Ambassador to France (centre); also pictured is Finola O’Mahony, Tourism Ireland (second from right), Ciara O’Mahony, Fáilte Ireland West (right), and top tourism representatives from Connemara including Brian Hughes, President of the Connemara Chamber of Commerce (seventh from right).

A taste of Ireland at the BBC Good Food Show in Birmingham Food producers and tourism operators from across the island of Ireland flew the flag for Irish food recently, on the Tourism Ireland stand at the BBC Good Food Show in Birmingham. Attracting approximately 80,000 food-loving visitors, the Good Food Show is the largest consumer food and drink exhibition in Great Britain. This is Tourism Ireland’s twentieth year attending the show, helping to raise awareness of the island of Ireland as a superb food tourism destination. ‘Great Value Eating’ has been a key focus of Tourism Ireland’s promotional campaigns in GB in recent years, with the island of Ireland becoming increasingly known for its high quality, natural produce and the fine ingredients that are used to create both traditional and innovative dishes.

Richard Hurley, Granville Hotel, Waterford; Margaret Mellor, Tourism Ireland; Mark Knowles, Clonea Strand Hotel; and Mary Houlihan, Waterford Tourism, at the BBC Good Food Show in Birmingham.

Olympic Torch to light up tourism Welcoming the news that Dublin has been added to the list of venues for the 2012 Olympic torch relay, on 6 June next year, Niall Gibbons, chief executive of Tourism Ireland, said: “The announcement that Dublin will feature in the Olympic torch relay is wonderful news; it will be a fantastic opportunity to showcase the city and the island of Ireland. With a global audience of about 4 billion, this is the largest sporting event in the world and over the coming year, Tourism Ireland will be working hard to maximise the tourism potential for Ireland of the London 2012 Olympic Games. The proximity of the Games provides Tourism Ireland with a wonderful opportunity. We intend to use the Olympics, and the surrounding global media coverage, to showcase Ireland as a top holiday and business destination and will deliver our message to a wide range of prospective visitors and audiences - through traditional, digital and social media.”

H&RT DECEMBER ‘11/JANUARY ‘12

WORK SMART IN 2012 & WISE UP ON WASTE Did you know that Irish restaurants each throw out approximately 4.5 tonnes of food waste a year, at a cost €8,840 and that most of that waste is avoidable? Do you know how much food is wasted in your restaurant, and at what cost? Just 15 minutes to reduce food waste by 20% What better way to start 2012 than by tackling avoidable food waste in your restaurant and make huge savings in the process. Unilever Food Solutions has worked with the Sustainable Restaurant Association to create the first-ever Wise Up on Waste Toolkit, a free and easy-to- implement waste reduction guide designed for Irish restaurant owners and operators. You can download this today for free at www.unileverfoodsolutions.ie Using the free toolkit, which takes just 15 minutes a day to implement, restaurants can reduce their food waste by a staggering 20% and start making immediate savings and efficiencies.

Food Waste - the Facts UÊ ÊThe food we throw away is a valuable resource; it’s expensive to buy and dispose of UÊ ÊOver half (535) of food wasted in Irish restaurants is generated during preparation UÊ ÊThe leading ‘hot zone’ of food waste in Irish restaurants is customer plates with ‘too big portions’ being the No. 1 reason why people leave food behind them UÊ ÊOne in two customers would like the option of being able to leave certain items off their order (e.g. garnish, side portion) and 80% of people would like to see restaurants introduce smaller portions on menus

Unilever Food Solutions’ customer director Jim Reeves says, “The phrase waste not want not comes to mind. We know that the Irish Government is committed to moving toward a zero waste society and our actions in foodservice are going to be under the spotlight. We have the opportunity to take the initiative to be ‘United Against Waste’ and with small everyday steps we can reduce waste, respond to consumers concerns, improve kitchen efficiency and save money. Our free Wise up on Waste toolkit will help caterers to make their businesses more efficient and I urge all restaurants to start 2012 with a renewed determination to tackle the issue of food waste.”

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FOOD SEMINAR

Rory McDonnell, Insight & Innovation Dept, Bord Bia, Stephen Brennan, Category Manager, Musgrave and Ciara McCormack, Commercial Manager, Donnelly Foodservice.

Food, glorious Food Very welcome news was to be had at Bord Bia’s third annual Irish Foodservice Seminar in Dublin on November 16th, where delegates from over 100 Irish food suppliers and 50 foodservice trade were advised that new research commissioned by Bord Bia indicates that the foodservice market in Ireland has stabilized and will increase by €100 million to reach a value of €6.1 billion in 2015. Maureen Gahan, Bord Bia’s Foodservice Specialist, told delegates that “in recent years foodservice suppliers and operators have faced unprecedented challenges, however the industry has emerged more efficient, more competitive and market attuned.” There was even more good news for those in the on-the-go and casual dining channels as Bord Bia’s Channel Insights report suggests these channels will outstrip industry performance as a whole. While Bord Bia anticipate growth in the foodservice industry to run at 0.5% growth per annum between now and 2015, onthe-go (1.2%) and casual dining (2.6%) will perform significantly better. These sectors have been major beneficiaries of two prevalent consumer trends; consumers trading down to lower cost eating out options during the economic downturn, and secondly what Bord Bia define as the changing role of food - with increased consumer affluence the role of food and beverages has changed in society and people now seek less formal, less structured and more convenient food locations.

Reassuringly Bord Bia’s research shows traffic and occasion frequency has not suffered as badly as might be expected (and in some channels has even risen) so consumers have not lost the habit of eating away from home. What has suffered has been spend per occasion, and this is clearly a lot more elastic. PERIscope 6, a biennial study carried out by Bord Bia to track the food related views and behaviours of Irish, British and Northern Irish consumers showed significant changes in behaviour consistent with these findings. “At the height of the boom, Irish consumers were purchasing more hot food from deli counters, 55% in 2007 compared to 45% in 2011 and eating out more regularly, with 35% eating out a few times a month in 2007, compared to 29% in 2011,” Rory H&RT DECEMBER ‘11/JANUARY ‘12

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FOOD SEMINAR

Ciara McCormack, Commercial Manager, Donnelly Foodservice, Eddie Heffernan, Purchasing Manager, Pallas Foods and Maureen Gahan, Foodservice Specialist, Bord Bia.

McDonnell, Insight and Innovation specialist at Bord Bia told the conference. “However, 25% of those surveyed continue to eat out at least once a week. The main factors influencing consumers’ decision to eat out include a lack of time or energy to cook at home; the vast range of cost effective eating out options and the need to work longer hours.” Helen Doring, Chief Executive, Pro-Intal Consulting, echoed much of Bord Bia’s findings when she stressed not only the value of staying close to your customer in a changing market, but also the need to view the supply chain as a customer chain rather than simply a logistics exercise. “Understanding what the consumer wants will help you ensure you get the right product in the right place” she explained. “Suppliers need to take holistic perspective in which the entire chain is the customer.” Doring also suggested that suppliers should now play a key role in driving industry growth - assisting operators in increasing spend per occasion by providing foods that added interest and excitement for consumers. “Differentiated products and traffic magnets will attract premiums,” she noted, “the rest will be price driven.” James Burke from James Burke & Associates presented feedback from interviews his company had conducted recently with five industry CEO’s including Pat McDonagh, CEO of Supermacs, and Fiacra Nangle CEO Compass Ireland. The 22

H&RT DECEMBER ‘11/JANUARY ‘12

need for increased innovation cropped up time and again in this feedback, along with the prediction that there will still be further rationalisation in the market and those who underperform could disappear. Burke advised the industry to embrace innovation, keep tight management of cash control and credit, and for producers to adopt lean manufacturing principles. On the sales and marketing side he recommended developing a partnership model with key customers and getting involved in trade associations as key advantages. One success story presented was that of Donelly, who have experienced a fourfold increase in foodservice turnover since January 2011 when they had virtually no footprint in the sector. Like Burke, Ciara McCormack, presenting on Donelly’s behalf, suggested forging the right links was crucial - not only with Bord Bia, but also gaining a thorough understanding of the needs and challenges of all your industry partners, including distributors. Another issue running through several presentations was health and healthy choice eating. Mark McCarthy, Business Development Chef, Unilever Food Solutions, picked up on this theme when delivering the bad news that the Irish are now the second most obese nation in Europe. The Irish consumer he said would like to know more about what they are eating - 9 out of 10 would like to know more about what is in their meals when eating out while 87% said they felt they would make healthier decisions if presented with this information. Importantly for the industry McCarthy said the majority of consumers now want operators and chefs to take the lead in providing this information to them. McCarthy also highlighted the issue of food waste - given the obesity crisis it is perhaps a little surprising to find that 65% of all food waste in Irish restaurants is food left on customer plates, with 34% of those leaving part of their meal behind complaining that the portion “was too big” . In all the conference seemed to strike a welcome note of optimism, alongside the ethos that working harder and smarter will be key to ensuring companies can benefit from the potential growth. “Despite the challenges, foodservice in Ireland, valued at €6 billion per annum (at consumer prices), is a very large market containing major opportunities as we move forward for those players with the skills and competencies to realize them” said Doring. “Suppliers offering innovative products and solutions to meet changing consumer needs will be best positioned to win business.” As Maureen Gahan of Bord Bia observed, the challenge in front of the industry is clear: “It now must adjust, restructure and rebuild itself under new trading conditions.”

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FOOD

December 2011

forTHOUGHT IRISH GUILD OF SOMMELIER CERTIFICATE

The Irish Guild of Sommeliers (IGS) in partnership with the Restaurant Association Of Ireland (RAI) are delighted to announce they will be running a 3rd modular 8 week Sommeliers Certificate training programme in wine service and product knowledge to members of both organizations and members of the public. This will conclude with an exam in May 2012. Venue:

The Stephens Green Hibernian Club, 9 St Stephens Green, Dublin 2

Time:

11.00am -3.30pm

Training Costs Member of both Restaurants Association of Ireland & Irish Guild of Sommeliers : RAI member: Irish Guild of Sommelier member Non- Member course only:

€250 €500 €300 €1000

Special Offer to non –members:

Join both the Restaurants Association of Ireland and the IrishGuild of Sommeliers and be included on the training course for €945

The Irish Guild of Sommeliers and the Restaurants Association of Ireland would like to take this opportunity to thank all of our sponsors for all their help and support to make this course such a huge success.

Testimonials

John Hoade – Beaufield Mews “The Sommelier course run by IGS and the RAI was of great interest and of great benefit to me, and I felt to all those who participated. In the wine world, things are constantly changing and new stars are forever making their way on to our market. The instruction given was of top quality and what I thought was particularly good about the course, was that we had different lecturers on each of the 8 sessions, bringing a fresh enthusiasm each time. All in all, I found the course to be very worthwhile, it was a great refresher for me personally, and it was also very good to get to know and to swap information, opinions and tips with the other participants. I felt that such a course was much needed in our industry , especially in the wake of the Wine Development Boards departure from the scene, and I would highly recommend it to anyone of my colleagues or others in the industry .” Kevin O’Toole – The Chameleon The course was, interesting, educational and fun. Anybody with the slightest interest in wine should jump at the chance to take part in this course. It was worth every cent too! IGS in partnership with the RAI

Mary O’Callaghan – President Irish Guild of Sommeliers As President of The Irish Guild of Sommeliers I am delighted with the success of the joint IGS and RAI Sommelier Course. Wine education is a core objective of The Guild and this broad ranging and comprehensive course addresses all the key requirements of the professional sommelier. This is a unique and long overdue initiative that provides front-ofhouse staff with the knowledge,competence and confidence to develop a standard of excellence across the the beverage sector in the Irish Hospitality industry. I hope that this course continues to flourish in 2012. The course is delivered by recognised experts each of whom brings a wide range of experience and passion for their subjects to the lectures. The course t has proven highly popular with professionals in key positions within our industry.The certification is seen as a very valuable addition to the CVs of participants. I would like to thank all my colleagues for their unstinting help in promoting and delivering this course. Bláithín McCabe – Mac Nean House The Irish Guild of Sommeliers joint initiative with the RAI has bridged a gap in wine education in Ireland. The course was of great benefit to all participants, increasing wine knowledge and staff confidence. Most importantly, those who successfully completed the course are now in a position to improve the overall guest dining experience. This investment in restaurant staff training not only improves guest satisfaction, it is a viable contribution to the business.

Dates for training: MONDAY

JANUARY

30TH

2012

MONDAY

FEBRUARY

13TH

2012

MONDAY

FEBRUARY

27TH

2012

MONDAY

MARCH

12TH

2012

MONDAY

MARCH

26TH

2012

MONDAY

APRIL

16TH

2012

MONDAY

APRIL

30TH

2012

MONDAY

MAY

21ST EXAM

2012

Sponsors

BARRY & FITZWILLIAM LTD. P R E M I U M

D R I N K S

C O M P A N Y

Closing date for receipt of application: January 6th 2012 Please send both Course and Irish Guild of Sommelier application forms to Karen McBride, Restaurants Association of Ireland, 11 Bridge Court, City Gate, St Augustine St, Dublin 8 or by fax (01)6718414 If you require further information please call me, ph: 01 6779901 or email info@rai.ie Official Sponsor of

FOODforTHOUGHT

Restaurants Association of Ireland advocates Pro Jobs / Pro Business Budget. The Restaurants Association of Ireland (RAI) on Monday 21st November launched its 10 point plan “Putting the Restaurant & Tourism Sectors at the centre of Economic Recovery”

1. Identify 2012 as the Year of Hospitality “Bring back the smile”

Adrian Cummins, Chief Executive of the Restaurants Association of Ireland delivered the 10 point survival plan outlining a series of urgent actions needed now if the restaurant sector is to continue to recover. “This Budget shouldn’t be about adding more taxes and stealth charges to small business and restaurants so we keep the Troika happy. Budget 2012 should be about jobs, jobs and jobs.

3. Reduction of Commercial Rates / Charges and Regulatory Burden.

Creating a FAT tax will cost jobs. Making Employers pay four weeks sick leave will cost jobs. And increasing excise duty will drive consumers to the North of Ireland costing jobs in the Border counties.” The Irish Restaurant industry employs 64,000 people (1 in 4 tourism jobs) and contributes €2 billion to the Irish economy each year.

2. Restore Consumer Confidence – Deliver a Clear Message

4. Establishment of EventsIreland and Streamlining Tourism Agencies 5. Investment in training and job creation. 6. Introduction of composite VAT rates on Dining out and retention of 9% rate on Restaurant Services. 7. Reintroduction of recoverability of VAT on Corporate Dining. 8. Introduction of capital allowances for investment in the restaurant sector. 9. Reduction in Excise Duty. 10.Tackling Obesity in Ireland. Establishment of Food and Health Eating in the Primary/Secondary School Syllabi’s. Following the announcement by the Minister for Finance Michael Noonan with regard to the Budget 2012, The Restaurants Association of Ireland were very pleased to announce that our Lobbying efforts have been successful with regard to the following:

• Irish restaurateurs pay the

• • • •

highest catering wage rate in Europe • Ireland has the highest excise duty on wines in Europe • Irish food cost inputs are 24% above the European average. • (source ‘Cost Of Food Preparation Report’, commissioned by Fáilte Ireland) The Restaurants Association of Ireland’s 10 Point Plan:

LT RESU • No increase in excise duty for Wine • Retention of the 9% VAT for Restaurants and Tourism services • No introduction of sick pay scheme funded by employers I would like to thank all members who contributed to the lobbying effort and both the President of the Association Brian Fallon and I will continue to work on your behalf.

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FOODforTHOUGHT

Ever looked forward to retiring? - Yes Ever done anything to prepare for it? - No

Pensions and Tax Relief Saving for a pension allows you to prepare for retirement and you can receive tax relief on your pension contributions. Where your employer facilitates your pension contributions to be deducted directly from your salary the pension contribution is deducted immediately after the Universal Social Charge and before you pay tax. To encourage people to make their own pension provision the Government offer tax relief on pension savings, pension returns and most pension schemes allow for a tax free lump sum on retirement.

A Quick Guide to planning for Retirement

Pensions at Work By law your employer must provide all employees with access to a PerIt’s well known that we are all living longer; today’s life expectancy figures sonal Retirement Savings Account (PRSA) where there is no company pension scheme or where there is a company scheme but not all members show that the average person retiring tomorrow aged 65 years should live for another 20 - 23 years. And many of us live for far longer. Coupled can fully access it. There is no obligation on the employer to contribute to the PRSA. In addition employees are legally entitled to information with this our living standards have been on the increase in the past about their employer’s pension scheme or a Personal Retirement Savings twenty years. For the majority of us retirement will be a significant time Account (PRSA). – a third phase in our lives. Have you ever considered how you’re going to spend that time; what kind of lifestyle you would like in retirement? A pension is an important benefit for employees and can play an important part in the approach to recruiting, rewarding and retaining the right Consumer market research shows that the majority of people, 7 out of staff. For those employers not in a position to contribute to the employ10, say that the current State pension of €230.30 per week wouldn’t meet ees’ pension, providing information in the workplace on pensions and all their needs in retirement – would it meet all your needs? saving for retirement can be an effective way to demonstrate their interest and commitment to staff beyond the workplace and into retirement. There are a number of ways to plan for retirement and a pension is one of them. However only 17% of those working in the ‘Accommodation and Standardisation of State Pension Age food service activities’ sector contribute to a private pension, in contrast It is also important to be aware that new legislation has been introduced to 51% of those working across all sectors nationwide*. What kind of this year that will gradually increase the qualifying age for the State penplans have you made and will they meet your expectations for the stand- sion, under the Social Welfare and Pensions Act 2011 the State Pension ard of life you would like in retirement? (Transition) at aged 65 years will no longer be paid from 1 January 2014. This means that there will then be a standard State Pension age of 66 years Understanding your Pension for everyone. If you have qualified for the State Pension Transition before 1 January 2014 you remain entitled to it for the duration of your claim (1 A pension is essentially a long term savings product and during the life year). State pension age will increase to 67 in 2021 and to 68 in 2028. time of that pension, approximately 30 to 40 years, there will be periods of highs and lows, as with any investment. Although a pension is long Remember when starting a new job ask about the pension benefits. term this doesn’t mean you should start contributing to it and never properly consider it again until you reach retirement. Quite the opposite, You should talk to your employer, trade union, work colleagues, pension you should make sure that you understand the basic investment strategy advisor or financial advisor today about better understanding your pension options. being applied to your pension i.e. whether the approach is one of high, medium or low risk and what the pension provider means by ‘risk’. If you don’t understand the information being provided to you, you should ask To find out further information about your pension options log onto www.pensionsboard.ie. that it be explained in jargon-free terms. You should also understand how the plan for your pension will help to meet your expectations in *CSO QNHS Pension Update Quarter 4 2009 retirement. To get an approximate idea of how much you should be saving to meet your expectations in retirement you can run the Pensions Calculators on www.pensionsboard.ie.

Friends of the RAI In 2007 the Restaurants Association of Ireland established the Friends of the RAI to forge links between retired members, past presidents, council and current members. The purpose of this structure was primarily to stay in touch with some old friends but the Association were anxious to develop a structure which would include providing some benefits and activities for retired members. A Christmas event was held on December 7th 2011 where members past and present gathered for lunch in the fabulous ely gastro pub, Grand Canal Square before heading over for the afternoons entertainment in the Grand Canal Theatre for the award winning play “Irving Berlin’s White Christmas”. If anyone you know who has retired and would like to take part in future events for the Friends of the RAI please contact Karen McBride on (01) 6779901

Patrons:

FOODforTHOUGHT

NEW MEMBERS RUSTIC STONE

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Irish Restaurants Golfing Society Irish Restaurant Awards 2012 Preparations for the Irish Restaurant Awards 2012 are well under way. We are delighted announce that we will be partnering with Santa Rita wine and The Sunday Independent LIFE Magazine again for this year’s event. This year’s Gala ceremony will be held in the Burlington Hotel, Dublin on the 14th May 2012. The nomination process will open on the 29th of January and run for three weeks in the Sunday Independent LIFE Magazine. More information available on www.irishrestaurantawards.com or on our facebook page ‘Irish Restaurant Awards’

Patrons:

The final outing for 2011 of the Irish Restaurants Golfing Society was held in Baltray Co Louth. The Society enjoyed a well deserved night out in the Scholars House Hotel following the days event. It was the final outing as Captain for Gail Sinclair. Gail has done tremendous work over the past year along with her committee. She will hand over the reign’s to incoming Captain Patricia McGowan. Anyone interested in joining the Golfing Society please contact the RAI.

Gail Sinclair. Miriam Ahern. Jane English and Richard Nash (sponsor)

Pearse Farrell. Michael Martin. Anne Sinclair. Terry McCoy (winners)

Ray Byrne. Elizabeth Hedigan Alan Griffin and Angela Cirillo

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AWARDS

Fáilte Ireland’s Spa and Wellness Categorisation Approval Scheme Fáilte Ireland’s National Spa & Wellness Seminar & Awards took place in Fota Island Hotel on the 7th of Dec 2011. The seminar provided delegates with advice from industry experts, equipping them with advice and tips for trading in 2012. They heard from Fáilte Ireland and a variety of experts and presentations included Running Costs, Social Media and Interactive Sales Training. A new initiative developed by Fáilte Ireland and the SEAI to assist the Spa sector with addressing the issue of running cost in the industry was also announced. Delegates also heard from the Spa Industry itself with trade case studies: • The importance of cross-selling Michelle Coghlan General Manager, Kilronan Castle • Defining your USP Sophia Weir Director of Spa Operations - Carlton Group Fáilte Ireland also highlighted the potential opportunities that the Spa sector can take advantage of during 2012 in addition to breakout workshops on areas such as Categorisation & Health and Safety. THE AWARDS CEREMONY The Awards Ceremony followed the seminar in the evening and paid tribute to the 71 Spa & Wellness properties that are approved to Fáilte Ireland standards for the 2011 - 2013 period. There were representatives from over 30 Spa & Wellness properties. The following spas were in attendance and received their Certificates of Approval on the day: • Absolute Hotel • Aghadoe Heights Hotel & Spa • Ballygarry House Hotel & Spa • Brandon House Hotel & Solas Croi Spa • Bridge House Hotel • Carlton Hotel & C Spa, Kinsale • Carlton Castletroy Park Hotel • Carlton Millrace Hotel • Carlton Shearwater Hotel • Castleknock Hotel & Country Club • Castlemartyr Resort • Deer Park Hotel Golf & Spa • Delphi Mountain Resort • Dunboyne Castle Hotel & Spa • Druids Glen Hotel & Resort • Fitzgeralds Woodlands House Hotel • Fota Island Hotel & Spa • Imperial Hotel & Escape Salon & Spa • Johnstown House Hotel & Spa • Kilronan Castel Estate and Spa

Top Cork Hotels Honoured at National Spa and Wellness Conference.ep

• • • • • • • • • • • •

Killashee House Hotel & Villa Spa Maryborough Hotel & Spa Mount Wolseley Hotel & Spa No.1 Pery Square Hotel & Spa Osprey Hotel & Spa Raddisson Blu Hotel & Spa, Limerick Radisson Blu Farnham Estate The Brehon The Heritage Golf & Spa Resort The Cliff House Hotel The Ritz Carlton Powerscourt Westgrove Hotel & Conference Centre

These spas have demonstrated their commitment to Quality Assurance by engaging with the Spa and Wellness categorisation scheme for 2011 - 2013 period. These operators deliver on the consumer journey and ensure that all visitors feel equally welcome when they experience Ireland and its diverse Spa and Wellness offering for themselves. The standards are based around the typical customer journey and support high standards across the board. Speaking at the awards ceremony, Tony Lenehan, Head of Industry Standards & Quality emphasised the importance of the Spa & Wellness Accreditation Scheme: “The Spa & Wellness categorisation system creates a win-win situation for both operators and customers. It helps operators to better advertise their services and will aid both existing and new customers to better understand the variety of spa and wellness offerings available, make informed choices and find the products that best suit their needs. It is our intention to continue working closely with the Industry in helping them to best

Top Limerick Hotels Honoured at National Spa and Wellness Conference

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AWARDS

At the Conference, were (l. to r.) Tracey Coughlan, Fáilte Ireland; Alan Kelly, Maryborough Hotel, Cork; Gillian Leahy, Fota Island Hotel and Spa; with guest speaker Brian Scannell, Sustainable Energy Authority of Ireland

Top Wicklow Hotels Honoured at National Spa and Wellness Conference

acey Coughlan (Fáilte Ireland) presents awards to the Carlton Group and Delphi Lodge & Spa

South East - Orla Carbajo Sanz, Barndon House Hotel & Solas Croi Spa, Anita Rawat Geoghagan, and isa Morrisey, Mount Wolseley

Top Kerry Hotels Honoured at National Spa and Wellness Conference

Michelle Coghlan, Kilronan Castle Estate & Spa addresses the conference

The Heritage Golf and Spa resort receive their award

Ballygarry House Hotel and Spa receive their award

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AWARDS

Brian Scannell, Sustainable Energy Authority of Ireland (SEAI) addresses the conference

position their product both domestically and internationally, through our training and enterprise supports. “ THE FÁILTE IRELAND SPA AND WELLNESS CATEGORISATION SCHEME The Spa and Wellness Categorisation system was established to maintain quality standards within the industry and to help consumers (domestic and international) understand and navigate the broad range of spa offerings in Ireland. One of the key benefits of being approved to Fáilte Ireland standards is your listing on our websites; discoverireland.ie (marketed to domestic holiday makers) and discoverireland.com (marketed to the international holiday maker). Both sites offer the Approved Spas potential access to over 14 million annual website users and are ideal platforms for featuring everything that makes your Spa Experience unique. Benefits for your property • Fáilte Ireland provides strategic and practical support to develop and sustain Ireland as a high-quality and competitive tourist destination. Businesses approved under any of Fáilte Ireland’s quality assurance schemes are guaranteed access to a minimum of €1000 worth of Fáilte Ireland services and support annually, including; • Quality Assessment - Approved businesses will receive an independent assessment advisory visit and subsequent report, that provides an indication of where your business is, relative to the required standards; • Certification - Certificates and stickers are supplied to all approved businesses and are recognised symbols of quality. Approved businesses are eligible to use the term “Approved to Fáilte Ireland Standards” in addition to the quality assurance logo in both print and online promotional materials; • Discover Ireland listing - Approved businesses are listed, with photos, on www.discoverireland.ie which has over 2.7 million Irish website visitors per year; • Tourism Ireland listing - Approved businesses are listed, with photos, on www.discoverireland.com. Tourism Ireland currently links to 47 different country websites, and attracts over 12 million unique international visitors every year; • Promotion in Tourist Offices - Approved businesses are promoted in over 80 tourist offices nationwide; • Business Support & Development - Fáilte Ireland provides a range of programmes that are designed to help businesses anticipate and deal with the challenges facing the industry. New programmes are being constantly developed, some of those on offer include: E-business, Business Finance, Business Planning & Management, Marketing & Sales • Communications, Events & Research - Approved businesses are encouraged to attend our industry events, subscribe to our specialised ezines, and keep up to date with our research. Meeting and exceeding visitors expectations is a critical part of attracting visitors, and more importantly encouraging them to return. Fáilte Ireland’s quality and standards schemes not only support businesses to do this, they also provide businesses with a range of platforms they can use to grow, sustain and continuously improve their business. Each accredited spa has been assigned to one of the following categories to inform the consumer’s decision making process:

Destination Spas A purpose built spa offering accommodation. Its sole purpose is to offer a comprehensive full-service wellness spa experience, in an environment specifically devoted to health, fitness and relaxation. Resort Spas A resort spa offers on site leisure activities, alongside a comprehensive range of spa treatments and rituals, in a hotel resort environment. Hotel Spas A hotel that offers a dedicated spa service on-site for your convenience, ideal for a town or city break. Specialised Retreats Dedicated to creating a wellbeing experience, for example: seaweed baths. They also include health farms, Thalassotherapy resorts. THE ASSESSMENT, APPROVALS AND AWARDS PROCESS • The approval criteria is available on www.failteireland.ie/spa. • The Fáilte Ireland Approval Scheme is designed to implement a consumer driven quality assurance programme for the Spa and Wellness sector. • The approved properties have access to a range of specialised Marketing and Business development supports provided by Fáilte Ireland. To view how the Spa & Wellness Product is promoted on Discover Ireland; see www.discoverireland.ie/spa for more information on all Irish spa categorised and awarded approval to Fáilte Ireland standards. To find out more about the Assessment, Approvals and Awards Process on the Fáilte Ireland Spa and Wellness Categorisation Scheme, please contact Anita Rawat Geoghegan on 01- 8847800 qualityspastandards@failteirleand.ie www.failteireland.ie/spa. Check out the Quality Assurance video for the Spa & Wellness sector http://www.youtube.com/ watch?v=nD_9BW6WKe H&RT DECEMBER ‘11/JANUARY ‘12

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ONLINE MARKETING

Google Hotel Finder Everything you wanted to know Bookassist Search Marketer Martin Murray discusses Google’s latest experiment, the Google Hotel Finder. The Google hotel finder is a very interesting development that has the potential to shake up the online market for hotels. As a service, it aims to allow you to search, compare and book hotels from all over the world. It can be accessed at: www.google.com/hotelfinder Here are some of the key features in the service to date: 1. Search The main feature of the Google hotel finder is its comprehensive search function. Users can search for hotels by location, price, hotel class and user rating. They can also limit the results shown by using the “shape” tool and specifying a specific region on the map. 2. Date Selection The hotel finder has a standard date selection feature allowing users to select their check in and check out dates using a calendar. 3. Shortlist When searching for hotels a user can add hotels to a shortlist and they will then be displayed at the top of the search results page until they leave the hotel finder site. 4. Compared to typical The compared to typical feature allows a user to compare a hotels current price with its typical price. Google use historical price data from various providers to determine a hotel’s typical price. 5. Ranking By default Google list the hotels in descending order of their user rating, although they term this “Magic”. The user rating is based solely on reviews and ratings left on various Google properties such as Google places. 6. Hotel Data Your hotel’s description text, contact details and website address are all taken from the hotels Google Places page. Your hotel’s photos are provided through a partnership with VFM Leonardo and the reviews are taken from Google itself. 7. Prices Google is partnering with several providers that can provide pricing information for the listed hotels. Google will not deal directly with individual hotels, but Bookassist is currently working with Google on integration so that Bookassist clients can also directly show their prices with expected completion early in 2012. 32

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The Google Hotel Finder Filtering and search results page

8. Book When a user clicks the “Book” button they are presented with a list of prices for the specified hotel. These prices are provided by the various providers which have partnered with Google. Underneath the list of prices there is a direct link to your hotel’s website. This link is included for all hotels and is free. 9. Cost Per Click (CPC) The current CPC cost is 0.2% of the total quoted booking value. The total quoted booking value is the number of days (taken from the date range selected by the user) multiplied by the price quoted (taken from the selected provider). If the user clicks on the link to your hotel’s website without any pricing information there is no charge for this click. Appearing on the Google Hotel Finder The majority of hotels are already included in the hotel finder but some hotels are currently missing and some hotels that are included are only shown if you use the shape tool on the map to include the area where the hotel is physically located. If your hotel is not currently listed please be aware that Google are constantly adding hotels to their database. Analysis & Opinion In our opinion, the main positives and challenges of the hotel finder for the online customer and the hotel are listed below. Key positives • Clean, uncluttered design. • Shape tool is useful but only beneficial if you know the area you are visiting. • Filtering options are useful and easy to use. • Prices are listed clearly. • The hotel website link is included automatically and is free. • Hotels can now compete directly with OTAs. Challenges • A user cannot search by hotel name, specific address or landmark.

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The Google Hotel Finder - The sorting options

Availability Allocating sufficient availability on your own website is essential if your hotel is to benefit from the hotel finder. Simply put, if Google “hotel finder” is to generate traffic to your website and you do not have sufficient availability on your own website then that traffic will be wasted as the visitor will go elsewhere. Integration - In order to fully benefit from the hotel finder, full integration with the your hotel’s own booking engine is essential. This means partnering with providers like Bookassist that can provide such integration. Reviews - At the moment the hotel finder only displays reviews from Google. You should make sure you are reading and reacting to all reviews on Google about your hotel. You should also try and encourage guests to leave reviews on Google to build content for the future. Paid Advertising Once you get your prices to display on Google Hotel Finder you are then signing up to a Cost per Click (CPC) advertising service so in certain respects the Google hotel finder is evidence of the shift to paid advertising that is currently taking place. As a result it is important that you are aware of this and ensure that you allocate sufficient marketing spend to paid advertising for 2012 and onwards. The key move in this area was in mid December when Google placed the hotel finder as the first advert result on search pages for hotels in the USA. Expect more moves in this area in the coming months from Google.

The Google Hotel Finder - Individual hotel view

• Prices are currently displayed in US dollars only. • English is the only available language. • Only reviews from Google are listed. • Some hotels are missing from the finder. • Not all hotels can show their own prices yet. • As of mid December, Google is placing its hotel finder as the first sponsored link in search results for hotels in the USA, causing considerable controversy in the PPC market. Hotel Specific Challenges Besides the challenges of the hotel finder product there are also some hotelspecific challenges which only you the hotel owner can overcome. Rate parity - Up until now customers have had to go to multiple websites to check who has the best price. With services such as Google hotel finder they now only have to go to one website. As a result it is now fundamental that hotels have the same rate or better on their own website compared with the OTAs that are selling the hotel’s stock.

Conclusion It is early days for the Google hotel finder but this combined with Hotel Price ads could be a game changer if this tool becomes popular with users. The main advantage for you as a hotel owner is that it allows you to compete directly with the OTAs without having enormous advertising budgets. In providing such a platform, Google is clearly encouraging more hotels to spend directly on online advertising, rather than letting those few OTAs that dominate the space right now be the only spenders. Looking ahead it is up to Google to make this product as feature rich, relevant and as functional as possible and to create sufficient awareness of the product with the general public. For your hotel to benefit as much as possible from the hotel finder it is important that you consider and prepare for the challenges outlined earlier.

Bookassist (bookassist.com) is the technology and online strategy partner for hotels. H&RT DECEMBER ‘11/JANUARY ‘12

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TOURISM STRATEGY

New Horizons beckon again Frank Corr looks to the new future for tourism

‘New Horizons’ was a seminal document in the history of Irish tourism. Published in September 2003 with all the pomp and confidence of the ‘Celtic Tiger’ era, it boldly set out a plan to double tourism numbers from 5 million to 10 million by 2012 and to grow revenue from €3bn. to €6bn. over the same period. It identified nine key ‘drivers’ of the industry and set out specific tasks for Departments and agencies whose policies impacted on tourism. For the first four years, ‘New Horizons’ worked. Overseas visitor numbers rose to 7.7m. by 2007 and revenue climbed to €3.9bn. In addition the domestic tourism market was motoring along as Irish people added several ‘short breaks’ to their annual roster of holidays. Both Minister John O’ Donoghue and the Implementation Group which he established to oversee progress, could report that ‘New Horizons’ was on track to meet its ambitious goals. Then it all went disastrously wrong. Overseas visitor numbers fell slightly to 7.4m in 2008 and then nosedived to 6.5m in 2009 and 5.86m last year. The domestic market held steady as we took fewer

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‘foreign’ holidays ourselves and spent what remained of the leisure money in Irish hotels. The upshot for the economy however was that revenue from overseas tourism fell by a whopping €1.2bn between 2007 and 2010 and that had a serious detrimental impact on our Budget deficit. Little wonder then that the Government would fret about the future of the industry and take measures to stimulate its return to growth. This year brought signs that visitor and revenue figures may have ‘bottomed out’. Best estimates are that visitor numbers in 2011 will show a 9% growth over 2010 with a similar increase in revenue. Buoyed by these figures the ever-optimistic Tourism Ireland has produced a new plan which would see visitor numbers grow to back to 2007 levels by 2015 at which point they would be still well short of the 10m. target set for 2012 in ‘New Horizons.’ This year brought signs This rate of growth would of course be most welcome in a country which that visitor and revenue sorely needs the revenue and jobs figures may have which tourism can create. The issue ‘bottomed out’. Best however is just how realistic the new targets really are. estimates are that visitor Ever before the ‘Crash of 2008’, the numbers in 2011 will ‘High Level Implementation Group’ was show a 9% growth over pointing to ‘barriers to progress’. They included concerns about the competi2010 with a similar tiveness and value for money of increase in revenue. Ireland’s tourism product against a background of tight margins and enhanced competition, the need to restore growth from the British Market, and continuing uncertainty about access to the countryside. They also reiterated actions which were recommended in ‘New Horizons’ itself including Government action on tackling inflation, reducing insurance costs and lowering indirect taxation, the need for better air and sea access and the benchmarking of Irish tourism prices against those of competitor destinations. Most of these recommendations have yet to be implemented. Indeed it could be said that indirect taxation has increased as has excise duty on certain products. Insurance costs are going up rather than down and road building has virtually come to a standstill. It is the unfolding scenario at home and in our key markets over the coming years which will however decree just how likely we are to achieve the new Tourism Ireland targets. On the domestic front the industry is certainly in a position to offer better value than in the past. Hotel room rates and restaurant prices have tumbled over the past three years and most businesses have become a lot more cost-aware and

“

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TOURISM STRATEGY

efficient. The lower rate of VAT introduced earlier this year has been maintained for tourism services and this will be a help, although visitors are also likely to notice the new higher rate of 23% when they buy gifts or souvenirs here. Our hotel stock remains fairly new and modern, but with few hotels making a profit and many deeply in debt, it is hard to see how they will be able to invest in maintenance and refurbishment programmes which will be needed within the next few years. It is also most uncertain that the current low room rates are sustainable in the longer term. Competition and reduced consumer spending have certainly forced rates downwards, but so have banks and NAMA who are supporting hotels on the basis that they are more valuable as going concerns than if they are closed. This situation is unlikely to last until 2015. Looking outwards to our key markets, the forecast is also not too bright. The decision of Britain to opt out of the EU ‘euro Recovery Plan’ has created massive uncertainty about the future of the currency and the relationship between Britain and the other EU countries. It is yet too early to forecast what that outcome might be, but many economists are forecasting a downturn in the British economy, which would not be good for Irish tourism. There is also the strong possibility that relations between Britain and Europe may cool to close on freezing point, which may influence travel patterns for better or worse. Certainly we would have to hope that the warming of relations between Britain and Ireland following the visit of Queen Elizabeth this year will be maintained- but in the current European scenario, nothing looks certain. Assuming that the euro is saved there is a good chance that the economies of Germany, France and Benelux will recover quickly and that opportunities will return for growing visitor numbers from these countries. Scandinavia also looks promising in the medium term. European airlines are showing a growing interest in developing flights into Ireland and this, above all else, is likely to stimulate the market. Our other key market in North America is also experiencing economic turmoil this year and predictions for 2012 are largely pessimistic. It is nevertheless an enormous market and with more airlines operating services from the USA to Ireland (including a new Aer Lingus service to San Francisco), we have a sporting chance of growing market share. The new visa arrangements will make it relatively easier to attract visitors from ‘Developing Markets’ in Asia, but the numbers are yet too small for even substantial development of these markets to become significant. Barring an economic implosion in Europe, the tourism industry should achieve further growth in the coming year. Tourism Ireland has pointed to some high profile events which are in the pipeline including the conclusion of the Volvo Ocean Race in Galway next June, the Notre Dame v Army football game which is coming to the Aviva Stadium in Dublin and of course the Eucharistic Congress which could attract up to 20,000 high-spending Catholics to the capital.

The year will also see the launch of the marketing campaign for ‘The Gathering’ which takes place in 2013. Minister Leo Varadkar seems to have taken this project to heart and has already secured significant funding from the Department of Finance, which will be announced next St. Patrick’s Day. This novel idea seeks to persuade some of the 70 million people worldwide with Irish connections, to spend a holiday here. They will be offered a range of special events and a year-long festival that has echoes of ‘An Tostal’ in the 1950s. That particular tourism festival created a party atmosphere in a country which was severely depressed and suffering from economic stagnation and high levels of emigration. The parallel with the current state of the economy will not be lost on many. Nobody knows yet just how effective ‘The Gathering’ will be in attracting visitors, nor indeed its longer-term prospects. It is however an innovative idea and worth the support of everybody involved in Irish tourism. Both Tourism Ireland and Fáilte Ireland will have to operate with trimmed budgets over the next few years, but the cuts have not been too drastic and it is likely that all existing programmes will continue to function. The organization of Fáilte Ireland has become more streamlined and it looks certain to take Dublin Tourism and the tourism activities of Shannon Development under its wing in the near future. Overall then Irish tourism can look forward to 2012 with some confidence, but forecasting the longer-term future in an evolving Europe is hazardous indeed. H&RT DECEMBER ‘11/JANUARY ‘12

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RESTAURANT INITIATIVES

Roly’s rule out extras to roll out value

Paul Cartwright

“A good restaurant is doing business for about four hours a night and maybe an hour at lunchtime,” says John Brennan, Managing Director of Kenmare Park Hotel and co-star with his brother Francis of the TV series At Your Service. We are talking about Roly’s initiative to extend its income stream by opening up Roly’s Café, some four years ago. “The costs of running a restaurant are so high that utilisation of space is critical,” John explains. It’s interesting that in so many of the makeovers carried out by the Brennan brothers in the At Your Service series, they sought ways to increase businesses revenue streams. One hotelier opened an ice-cream parlour; others opened shops stocking artisan foods sourced locally.

Rather than confusing the public, extending the brand to include an appropriate additional business boosts the original brand. Not only that, but you have an opportunity to upsell to visitors through your retail outlet, cookery school, café or garden tour. Looking at the Roly’s example of a brand extension, the figures tell their own story. In an article appearing the The Irish Independent last year, financial reports on the busy bistro put the increased operating profits - up from €44,000 to €213,000 - down to the opening of its new café. “Roly’s Café now represents some 35% of our business,” confirms Paul Cartwright, Head Chef, Director and part owner of Roly’s. That is revenue that the

restaurant would never have earned in the current climate. But the gains have been greater than just revenue, according to Paul. “There are lots of people around the café and restaurant so it keeps the buzz going and is very vibrant.” Paul explains that Roly’s had been looking around for a premises to open a café for some time and had almost signed a lease on a site on Shelbourne Road, opposite the main restaurant, in busy Ballsbridge. But they realised that they weren’t fully utilising their own premises. The downstairs part of their formal dining restaurant was only opening about three nights a week. So they took the decision to open their new own casual dining offering and reduce the size of their main restaurant. That turned out to be a critically successful decision. “Yes, we were worried initially that there might be some confusion but people really understand the distinction. It’s all about value and through the café we can offer a take out meal for two with a bottle of wine for just €20. People drop in on their way home and our café is busy from breakfast through to the late evening.” Higher Turnover, Lower Margins The café is selling between 1000 and 1200 meals per work. It’s a lot of work and margins are tight but the move has meant that there have been no lay-offs and the place is always busy. Despite the latest tightening of the drink driving limits, Paul Cartwright remains optimist. “We’ve seen a drop of about 3% in revenues since the latest legislation reduced the legal limit but we are not in any way against the change. At the end of the day, everything is about value.” What does the future hold for Roly’s? “Well, we’ve started out with a new business called Roly’s at Home and this is a cold delivery. Our take out service is doing really well with some customers taking 15 - 20 meals at a time because of the deal we are offering.” But what next? “Well, if we are going to expand it will be with the Roly’s Café brand rather than the restaurant. With rents coming down all over the city, sometimes as little as €500 per week, it is relatively easy to set up a small café.” Paul Cartwright isn’t exactly laying his cards on the table but it is clear he is feeling very positive about the future. To taste great food at an affordable price, I’m quite happy to hang up my own coat! Cariona Neary H&RT DECEMBER ‘11/JANUARY ‘12

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REGIONAL AIRPORTS

The ups and downs of our regional airports

Following the extremely regrettable decision by Aer Arann Regional to cease operations at Galway Airport from the 1st of November, Ryanair’s recent announcement that it is to launch four new direct routes between mainland Europe and Ireland West Airport Knock next year brings a significant boost to tourism in the West of Ireland. Beginning in March 2012, the four new services from Frankfurt (Hahn), Paris (Beauvais), Milan (Bergamo) and Barcelona (Girona) will take to 14 the number of routes operated by Ryanair at Ireland West Airport Knock. With figures showing that visitor numbers from mainland Europe to Ireland have increased by more than 12 per cent in the first nine months of 2011, Niall Gibbons, Chief Executive of Tourism Ireland said, “the intoduction of these new Ryanair flights is fantastic news; they will certainly expand travel options for German, French, Italian and Spanish holidaymakers who wish to visit Mayo and the West of Ireland”. Joe Gilmore, Managing Director of Ireland West Airport Knock, expressed his delight in welcoming the four new routes to the airport. “In 2012, Ryanair will deliver over 600,000 seats to and from Knock, providing low cost direct access for European tourists to the beautiful West coast of Ireland which will boost tourism in this region.” This latest development is warmly welcomed by hoteliers in the region as the new connections between Knock Airport 38

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and these important European markets is expected to increase numbers at the airport by 10 per cent to an estimated 725,000 passengers in 2012. Fergal Ryan, Chairman of the Mayo Branch of the Irish Hotels Federation (IHF), said: “hoteliers across the county are looking forward to working closely with our tourism partners to promote the new routes and showcase the amazing range of scenic and cultural attractions Mayo and the West of Ireland have to offer.” Aer Arann Staying with the important issue regarding the future of regional airports in Ireland, Aer Arann has been at the centre of both unfortunate and promising developments in recent times. News of the suspension of Aer Arann Regional’s operations for the winter months at Galway Airport came as a devastating blow to the region. Considering the number of workers commuting to Britain during the week in the current economic situation, the loss of services from Galway Airport to London Luton, London Stansted, Manchester and Edinburgh will no doubt have a detrimental impact on those who depend on the service to travel home regularly. Following the announcment, Paul Schütz, Chief Executive of Aer Arann Regional, said: “we sincerely regret having to make this decision. A number of issues have combined to bring about this decision but the biggest driver is the economy which has led to fewer people travelling and a significant reduction in fare revenues, which is being experienced by regional airlines all over Europe.”

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REGIONAL AIRPORTS

With Aer Arann exiting examinership just over a year ago, Mr. Schütz expressed regret that in reality, the carrier is “not in a position to continue to operate routes that are not commercially viable.” Public Service Obligation Prior to Aer Arann Regional’s decision to cease operations for the foreseeable future, Galway Airport was already struggling desperately to secure funding when it lost its government funded Public Service Obligation (PSO) route to Dublin. Minister for Transport Leo Varadkar said the decision to cut the Public Service Obligation routes from Dublin to Galway, Sligo, Knock and Waterford airports was “regrettable, but inevitable due to the commercial reality.” The loss of this crucial operational funding may have saved the government €22 million, but the Aer Arann decision to cut services at Galway Airport is testament to the fact that the airlines’ presence at these struggling regional airports is not viable without government subsidies. Sligo Airport, which also fell victim to the PSO government cuts, has had no commercial flights since July. Although regional airports like Galway and Sligo have always faced a difficult task in …as an island destination, succeeding so close to the more direct, convenient, and established Shannon and Knock competitive access services airports, unfortunate setbacks in recent are critical to achieving growth months mean that these regional in inbound tourism. Tourism airports face an uphill battle into an Ireland is committed to uncertain future. working with air and sea As the PSO cuts account for yet carriers, airports and other another woeful slash in government tourism interests to drive expenditure, the devastating effects of demand for these four new losing this funding at regional airports flights, and all other services to like Sligo and Galway will be worst felt Ireland, and to help maintain by those who have been forced to travel our vital network of routes and outside the country for work and depend services. on these services for visits home. Meanwhile, business and tourism in Kerry received a welcome boost with the launch of Aer Arann Regional’s route from Kerry Airport to Dublin on the 3rd of November. Aer Arann Chairman, Padraig O’Ceidigh said: “the Kerry - Dublin route is a fundamental part of the infrastructure required to promote economic recovery and sustainable growth in the years ahead. We all recognise the vital importance of regional air connectivity in general and the key role that this air link to Dublin provides for business, tourism and leisure travel.” Fortunately, Donegal Airport also escaped the wrath of government cuts by also

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being granted a PSO route until 2014. Loganair, a Scottish carrier which has a franchise agreement with Flybe, will receive government subsidies to operate the service between Donegal and Dublin. The Department of Transport stated that the rural location of Donegal and Kerry airports was the reason why these two regional hubs were guaranteed funding over the likes of Sligo, Galway and Waterford airports for the next few years. Future for regional airports Speaking about Ryanair’s commitment to Knock Airport, Niall Gibbons, Chief Executive of Tourism Ireland, said “as an island destination, direct, convenient, and competitive access services are critical to achieving growth in inbound tourism. Tourism Ireland is committed to working with air and sea carriers, airports and other tourism interests to drive demand for these four new flights, and all other services to Ireland, and to help maintain our vital network of routes and services”. As we face another economically challenging year, we can only remain optimistic that visitor numbers to Ireland will continue to grow and the summer season will lead to the re-commencement of services to Galway and Sligo airports. “The emphasis now must be on sustainable services and by suspending loss making services for the winter season, both Galway Airport and Aer Arann Regional are doing what is best for both businesses at this time and we can work together on the potential for a resumption of services in 2012,” said Paul Schütz, Chief Executive of Aer Arann Regional. Caroline Leddy H&RT DECEMBER ‘11/JANUARY ‘12

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INTERVIEW

The luxury of being yourself The Conrad Hotel brand turned twenty-five this November, and General Manager of the Conrad Dublin, Martin Mangan marked the anniversary in his own way by being awarded The Irish Hospitality Institute’s Hospitality Hotel Manager of the Year 2011. Fresh from his triumph we met Martin to talk about his career path leading to the award and his work as GM of The Conrad Dublin. Martin also discussed selecting a team, maintaining morale and promoting staff retention, how the hospitality industry has changed and meeting these challenges and what makes The Conrad Dublin’s approach unique for both staff and guests. Martin Mangan has been in the hospitality industry for 22 years. He got his first taste of hotel work when he was 16, working in a small Maynooth hotel at weekends and holidays. He says - “I was hooked. I was thrown in the deep end; I got a taste of all aspects of hotel work quite quickly and from a young age.” The first six years of his career was spent undergoing his traineeship in The Burlington Hotel followed by a five year stint with the Hilton Hotel Group in San Francisco and Los Angeles. After being headhunted by Jurys he returned to Ireland as General Manager of Jurys Ballsbridge, before going to the U.K for a year to work with what is now the Marylebone Hotel in a restructuring capacity. Here he got a

reputation for turning a business around and improving financial performance. Martin moved on to The Westbury Hotel for a time until a fresh challenge presented itself - “I took the opportunity to open the Grand Canal Hotel. I got to be involved at all levels and put my own stamp on the business and put a team into place. After that I undertook a huge project and opened the Royal Marine Hotel. It was a listed building so you’re working with conservation architects, engineers, builders, mechanical and electrical contractors and everyone is looking for you to give the answers. My phone never stopped ringing but it was exhilarating and exciting. For the first six months I wore a hard hat. Then I had to build the team. It was quite difficult but I enjoyed it.” From these achievements the opportunity arose for Martin to work with The Conrad Dublin. Martin feels the dynamic of hotel managers has significantly changed in the past 10 years and this is reflected in his management approach in the hotel. “As a manager you have to be visible, you have to be seen,” he says. “It’s important to stay in contact with staff so I go straight to the floor in the morning and touch base with key areas, key staff and front desk. There are many things to do 40

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INTERVIEW

which keep you in the office or at meetings but I always mark time in my day for this. I want to get a feel for what’s going on. Yes I could go and read up on what’s going on but it’s an opportunity to talk to staff on the floor and meet the customer. Clients and guests are delighted yet quite surprised when they meet the general manager. It shows that in the industry we don’t do enough of it; it’s easy to get weighed down with the administrative work. It’s very much back to basics and about looking after your guests.” Martin affirms as a manager it is also essential for your time to be flexible and built around the needs of the business. He travels regularly for sales, conferences and training. “I always try to take something with me from a trip. If I’m impressed by something a particular hotel is doing I might introduce it here. It’s important to get out there, to network, to meet prospective clients and shake their hands.” The industry is constantly evolving and Martin recognises the importance of keeping up with the changes - “Now we have the influence of brands, people travel more, they’re more business savvy, there are higher expectations, customers are quicker to give feedback and marketing has completely changed; instead of a brochure it’s now Twitter, Facebook and Trip Advisor.” Then of course the recession has played its part in changing the industry in Ireland. Like many hotels The Conrad Dublin has gone through significant change in the past four years in the form of redundancies and restructuring. Martin says “We did this quite effectively because at the same time we managed to increase service levels, maintain morale and increase profitability in such a difficult time.” Maintaining staff morale is a top priority for Martin. This is achieved through constant communication, transparency on all trading implications, regular meetings to discuss any concerns or ideas, recognition awards and social occasions. Global opinion and team member surveys are also carried out on an ongoing basis - “We get feedback on what people think of their leaders and senior management, do they understand the brand’s values and culture and what can be improved and from that an action plan is created. It’s about recognition, feeling wanted and needed, having an opinion that counts and self-esteem. We put the team member as the top priority. We don’t ask them to behave or interact in a certain way; we don’t want it

“ As a manager you have to be visible, you have to be seen. It’s important to stay in contact with staff.

to be contrived service. What’s great about the Conrad brand is it’s about individualism and allowing staff to be themselves.” This approach is reflected in The Conrad’s motto ‘The Luxury of Being Yourself’. Martin explains - “Our concept is one where guests can experience luxury but feel comfortable and be themselves. Yes we are a luxury hotel and a big brand but we don’t put up barriers; we have to be warm, engaging and inviting and cater to each guest as an individual. To ensure this happens we have to have the right team in place. A warm, friendly, hospitable team who know what good service is essential. We look for staff who get a natural buzz from working with people and interacting. People would rather stay somewhere with good staff who gave them a memorable experience and went above and beyond the call of duty for you. This is important for repeat business and reputation.” Martin adds a hotel does not have to be a five star to achieve this. “You don’t have to have 5 stars to deliver quality service and an outstanding customer experience.”

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WINE

Old and New for 2012

The end of one year and the beginning of another provides an opportunity to revisit classic wine regions and to look at what might be over the horizon. Asked to lead a wine tasting for members of our local Lions Club, I opted for a ‘Tour de France’ and it reminded me that amid all the chatter about New Regions in the New World, France remains the great wine-making nation on this planet , producing more fine wines than anywhere else and with a love and appreciation for wine embedded in its culture. Blessed by geography, climate and variety of soils, French wine-makers have shone over the centuries, being first to appreciate the subtleties of ‘terroir’, the benefits of malolactic fermentation, the arts of blending and oak ageing and the commercial benefits of the Appellation Controlee and Classification systems which gave their wines an exclusivity which could be converted into a premium price. From Alsace in the North to Languedoc in the South, each of the French wine regions offers something different and very special and we explored these features over a very pleasant tasting. Alsace was our first port of call and the wine was Hugel Pinot Blanc, Blanc de Blancs Cuvee Les Amours 2008 (Findlater Group. RRP €13.50). The late Johny Hugel who died in 2009 was a skilled winemaker with a dynamic personality. He was a frequent visitor to Ireland and his tastings were always very special occasions. The family business, which was established in 1639, is now run by his sons Jean-Phillip, Etienne and Marc who maintain its high standards and make a wide variety of Alsace wines. They produce around 110,000 cases a year which they export to 100 countries. The Pinot Blanc which we tasted is one of the lesser-known varietals here and was a delicate and subtle white, with a youthful, pale green colour, a bouquet of gooseberries and lemons and a crisp and dry finish. The flute bottle uses a Diam synthetic cork closure. Our Loire wine was Domain Roblin Sancerre (Quintessential WinesRRP€19.95) made from grapes grown near the little village of Sury-en-Vaux by brothers Matthias and Emile Roblin who are the fourth generation of their family to make 42

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wines. Their ‘estate’ is tiny, covering just 9.5ha. of which 8ha is devoted to Sauvignon Blanc and the remainder to Pinot Noir. Matthias made his first vintage here in 2000 and was joined six years later by brother Emile. The wine we tasted, made from Sauvignon Blanc grapes, had the racy, pungent gooseberry aroma of Sancerre and highly concentrated flavours of lime and elderflower with a ‘gunflint’ character reflecting the calcium in the soil. We completed the white wine section of the tasting with a Chablis from Domaine des Geneves, Vielle Vign (Inis Wines, Donegal- RRP €18.50). This bone dry Chablis is made by the Aufrere family on 14ha in the village of Fleys, just outside the town of Chablis. They have very old vines which produce a wine of pale yellow hue, a flinty flavour and an aroma of apples and lemons. Our ‘Tour’ moved to the far South with our first red- Thieri Loup Pic St. Loup, Coteaux du Languedoc 2009 (Classic Drinks RRP €11.99-13.99). Our tasters wanted this with the Sunday lunch- a nice purple wine, with ripe fruits on the nose and in the mouth and nice soft tannins. We talked about the difficulties of surviving as a winemaker in the South of France with buyers driving down prices and the EU wanting to rip out vineyards. This is one of the better wines from the region and worth including on a wine list that emphasises good value. From Bordeaux we tasted Chateau Crusquet Sabourin, Cru Bourgeois, Premiere Cotes de Blaye 2009 (La Rousse Wines), made in the green hilly countryside on the North bank of the Gironde. It was described as ‘robust’, ‘strong’and ‘hearty’ by our tasters and would be a good wine list choice to accompany a menu strong on meat dishes. Finally we opened a few bottles of Domaine des Lises - Crozes Hermitage Equinoxe - Rhone Valley - 2009 (Nomad Wines) with its all-too-distinctive aroma and the deep satisfying flavours of the Syrah grape. The wine was made by Maxime, son of the Crozes Hermitage pioneer Alain Graillot, who made his first vintage as recently as 2004. Interestingly most of the wines were new to our tasters who had all but abandoned French wines in recent years in favour of Spain and the New World. The budget precluded the inclusion of a Champagne in the tasting, but on the following day Fabrice Rosset, ceo of Champagne Deutz was in town to taste a range of his wines. Singular-minded and focussed, he is a Champagne traditionalist who uses only grapes from ‘classic’ plots. He has a long business record and has steered Deutz through a period of expansion and investment which has seen production rise from 600,000 bottles in 1996 to 2m. in 2011. The wines , distributed here by Febvre, are towards the top end of the market and include the NV ‘Classic’ at €45 (rrp), Blancs de Blancs 2004 at €85, a truly elegant and memorable ‘Amour de Deutz’ 1999 at (deep breath) €195, Cuvee William Deutz 1998 at €150, an NV Rose Brut at €65 and the splendid Cuvee William Deutz 1999 at €165. Prices may be ‘Celtic Tigerish’, but these Champagnes would enhance any wine list. Wines from The Dragon ‘Cabernet Gernischt’ may not be a familiar grape variety, unless you happen to be making wine in China. This cross of Cabernet Sauvignon and Cabernet Franc, is however the favoured grape of many wine makers in the Ningxia Region of China, one of whose wines I discovered recently. Made by the Changyu Pioneer Wine Company in vineyards located about 1,300km from Beijing, it is now imported into Europe and is likely to be available in Ireland next year. China has been making wine from both grapes and rice for around 4,000 years, but consumption levels have been low until recently. As the economy booms however it is now estimated that around 90m. of the country’s 1.3bn. population are wine drinkers and that figure is expected to rise to 200m. by the end of the current decade. Per capita consumption among wine drinkers at 0.6l p.a. is low, but this is also expected to rise as the population becomes more affluent. While Xinjiang is the best-known region for wine making, Ningxia also has claims

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WINE

Fabrice Rosset, CEO, Champagne Deutz

to fame. Its dry, sunny climate produces 3,000 hours of sunshine every year (Bordeaux gets an average of 2,000) and the vineyards are at an altitude of 1,000 metres where growing conditions are close to ideal. The east stretch of the region, located between the Yellow River plain and the alluvial fan of Mount Helan, features soils affluent with organic matter and is thus dubbed the ‘Chinese Bordeaux’. It is one of the three national preserves of wine grapes in China, with a vineyard covering 21,600 hectares and the grape output of 148,000 tons. The Jia Bei Lan cabernet dry red 2009 wine from the He Lan Qing Xue vineyard in Ningxia became the first Chinese wine to capture the prize of ‘ Best Bordeaux Varietal ‘ at the Decanter World Wine Awards 2011.

Owners of Chinese wine brands have been investing in Ningxia and Moet Hennessy has announced a joint venture to make sparkling wines there. Chinese restaurants the world over would warmly welcome wines from their homeland, but exports are likely to be severely limited in the medium term because of the huge latent demand from the domestic market. H&RT DECEMBER ‘11/JANUARY ‘12

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2011 REVIEW

What’s another year?

As the strains of “Old Lang Syne” fade into the distance, the tourism and catering industry in Ireland can afford to feel, for a moment at least, as if it has earned the right to pause for a celebratory moment before facing into the New Year. 2011 has been a pretty decent year when one considers the difficulties of trading conditions generally. In the midst of a downturn and sandwiched between Europe-wide recessions at the beginning of years of budgets of austerity from a coalition that speaks with many voices, there has been an increase of 7% in overseas visitors to our shores. This figure is well above the official world tourism figures (from both the WTTC and the UNWTO) that indicate a 4% increase in inward visitor numbers and is even above the stronger European equivalent figures (from ETC an WTM Euromonitor) that show an increase of 6%. We seem to be doing something right after all. Hotels might still be closing, but the worst of the shrinkage seems to be over. Things should be bleaker, but somehow, they don’t seem to be, despite the feeling that we’re at the epicentre of a scene of economic chaos. It’s the sort of thing that the Italian economy used to do so well - keeping a cool head while all economic indicators around you are losing yours. 44

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So how has the year really been? Should we take heart from the latest tourism figures or should they be treated as the blip before the next downward slide? Have we much to look forward to or much to fear in 2012? Are we really grappling with the market in a planned and organised manner or are any of the hopeful signs due to outside influences that have nothing to do with any of our policies? Assuming that we are doing the right thing and seeing some reward for our work, what’s the next step in the plan? We ask some of the larger names in the tourism industry in Ireland to help shed some light on these looming questions and test their levels of positive energy as we tidy up the living room, put away the Christmas decorations and open our doors for the 2012 season. “There’s a sense from across the There’s a sense from industry that we’re turning a corner,” says Fáilte Ireland Chief Executive Shaun across the industry that Quinn, rather bullishly. “We would see it we’re turning a corner. as the first tentative signs of recovery of We would see it as lost ground in key overseas markets. Numbers are up certainly over the first the first tentative three quarters, going a bit soft in the final signs of recovery of quarter. But the big challenge remains lost ground in key the British market, which accounts for overseas markets. over half of all our overseas business... The home market certainly held up in terms of volume terms but yield remains under pressure.” In other words, Irish people have less to spend in their pockets than they did heretofore. Given the fragile state of affairs in the broader European context, is it

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2011 REVIEW not somewhat hopeful to be talking of turner corners and recovering? “It’s very hard to say,” admits the tourism chief. “I don’t know of anyone who can make a firm prediction about 2012... A lot of it is to do with public confidence reacting to a less-thanfavourable economic outlook, so it is very hard to call. “All we do know is that the home market will remain very important and I think there will be even more Irish people choosing to holiday at home in 2012, largely as a consequence of economic circumstance. There’s a huge amount of work being done on Britain. We like to think that this will bear some fruit and we know that there was a large improvement in our value-for-money ratio last year. Our improved competitiveness coupled with the fact that a number of overseas markets are improving augurs well for the year.” Tourism Ireland CEO Niall Gibbons echoes a similarly upbeat assessment. “Overall, it’s been a welcome return to growth,” said the Tourism Ireland executive, adding that it was, “the first time we’ve seen growth since 2007... It’s also encouraging to see that we gained market share in all our markets.” The question of competitiveness in the international market is something that is vital to our level of attractiveness to the international tourism consumer According to the Tourism Ireland chief; it is “getting to be recognised by people overseas we’re still a very aspirational destination.” As to the reasons why the tourism figures have been strong in a year that could have been much flatter, Gibbons points to the strong marketing effort that was put in with regard to the overseas market: “We’ve a very strong marketing programme overseas, which obviously helps even in the current climate; it means that we can stand out from our competitors. “For us, the important picture is what is happening internationally,” says Gibbons when asked about the effects that the recent Budget are likely to have on the tourism industry. “Obviously, we’re concerned about the Euro-zone crisis and the impact that is having on consumer confidence, so tourism is facing a fairly cautious passage into 2012.” Gibbons points out, however, that the Irish tourism industry is facing the year armed with a number of advantages: “We have the best accommodation stock in Europe and we have the cheapest accommodation stock in Europe. Ireland is seen to be offering better value for money. We’ll probably have more airline seats coming into Ireland this summer than we had last summer and the interest in visiting Ireland is still very high.” “I can’t speak for the entire industry,” says Irish Hospitality Institute President Fergal O’Connell rather modestly, “but from my point of view as a Dublin hotelier, 2011 was not a bad year: taken that occupancy saw a bit of uplift and also there was a bit of a lift in rates.

“ “ Overall, it’s been a welcome return to growth. It was the first time we’ve seen [it] since 2007.

The amount of restaurants going out of business has slowed down quite considerably

Targets from Continental Europe, for example, are definitely achievable when you consider t hat the number of flights will be increasing in 2012

Now you’ve got to measure that against where 2010 was and all the things that happened in 2010... On the whole, 2011 was a satisfactory year; there was growth in almost all areas and I would be confident that we will look back favourably on 2011. I won’t say that we’ll look back on any year in the last two to three years with rosetinted glasses but 2011 has been the most positive of them.” O’Connell acknowledges the fact that it is Dublin, rather than the rest of the country, that has been better placed to benefit from some of the positive influences, citing an increase in flight connections, the effect of the Convention Centre and the opening of the Aviva Stadium. “(The positive results) are due to a combination of different things. There’s probably pent-up demand there from 2010. Government policy has definitely been very favourable towards tourism, which has helped us particularly in the last two quarters.” In their recently-published end-of-year review and outlook for 2012, the Irish Tourist Industry Confederation (ITIC) sounds a realistic note, with growth scenarios preceded by words of warning as to the unpredictability of the overall European economic crises. But even their low-level forecast scenario predicts a growth of 18% in visitor numbers in the period from 2010 to 2015 (the higher range is an altogether more ambitious 45%), with a prediction of 7% growth in numbers in 2012. A tad ambitious in these times? “You might wonder if these figures are

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2011 REVIEW with regard to Employment Regulation Orders will be reversed by some mechanism. He also spoke of the importance of maintaining a strong level of marketing activity throughout the country, “without cherry-picking the better spots” - a concerted effort across the board as is done in countries such as France. “The area of local authorities is a big issue. They are absolutely driving businesses out of business...I’m talking about rates and all the inefficiencies associated with local authorities: all the extra stealth charges such as fats oils, grease-trap licences, sunshine tax which is tax on outdoor seating - all these extra costs and taxes have been put on my members... the lack of cop-on by local authorities in unbelievable.” The issue of local authority rates is also top of the complaints list of Irish Hotels Federation CEO Tim Fenn: “Hotels have a particular problem with local authority rates,” says Fenn. “Typically, hotels are owned so there’s no open market rental value from which to form an opinion as to what the rateable value of the property should be... we have members paying €400,000 and €500,000 a year in rates before they open the door.” Another important issue is that of the recent budget announcement that accelerated capital allowance schemes were to be axed, causing, according to Fenn, “significant and lasting damage to an already distressed hotel sector.” “One of the biggest problems facing our industry at the momentis the level of overhanging debt,” he explains. “A lot of our businesses took on an enormous amount of borrowing in good years. Trading is not strong enough at the moment to justify that borrowing and a lot of hotels have come under banking control. “The last thing we want is to have an artificial guillotine at the end of a tax scheme that will further exacerbate the problems we have with the banks... with the result of more hotels coming under banking control. Fenn is, however, feeling positive about the results this year and the current regime’s attitude: “When the new government came into power, they put tourism at the centre of their programme for the recovery of the Irish economy... In terms of demand, there’s been something of a recovery of visitor numbers... Even if we can see tourism figures grow marginally on last year, we feel that we’ll have come through the worst then.”

“ “ Hotels have a particular problem with local authority rates... we have members paying €400,000 and €500,000 a year in rates before they open the door.

achievable, given the uncertainty that’s out there,” says Éamonn McKeon - CEO of ITIC. “Targets from Continental Europe, for example, are definitely achievable when you consider that the number of flights will be increasing in 2012. “Even if you factor in the extraordinary event of the volcanic ash in 2010, the underlying growth for 2011 is still about 5% and that’s a recovery.” The Budget results were generally greeted as positive in times when little is expected: “We’re pleased, at least, that the overseas marketing fund has been nearly fully retained... In any case, tourism had its ‘budget’ in June when they brought the 13.5% VAT rate down to 9%, so we’re pleased with the government commitment to tourism... That VAT change alone has saved businesses all over the country.” “The amount of restaurants going out of business has slowed down quite considerably,” notes Adrian Cummins, CEO of the Restaurant Association of Ireland (RAI), who looks forward to the coming year with some caution. Whilst the aforementioned advantages such as the VAT reduction remain in place, the continuing air of uncertainty generally, coupled with the accumulating effect of the increases in ‘stealth’ taxation mean that the industry will “still be playing catch-up” for the foreseeable future. “I would say that there’s more pain to come down the tracks for our members. As for policy going forward into 2012, Cummins says that it is a real fear amongst RAI members that the High Court decision

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…2011 was not a bad year: taken that occupancy saw a bit of uplift and also there was a bit of a lift in rates.

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AWARDS

Hospitality Institute Founders’ Banquet & Hospitality Management Awards 2011 2011 IHI AWARDS Hospitality Manager of the Year 2011- Hotel Martin Mangan, General Manager, Conrad Dublin Award sponsored by The Irish Times. Young Hospitality Manager of the Year 2011 Shane Downey, Director of Operations, Conrad Dublin Award Sponsored by Fáilte Ireland, The National Tourism Development Authority.

One of the most prestigious awards in the hospitality industry was recently bestowed to Martin Mangan of Conrad Dublin, where he was awarded Hospitality Manager of the Year 2011- Hotel, at the Irish Hospitality Institute Founders’ Banquet and Hospitality Management Awards 2011. The Gala Awards Ceremony was held at the Four Seasons Hotel, Dublin and presided over by this year’s President of the Irish Hospitality Institute Fergal O’Connell FIHI (General Manager Fitzwilliam Hotel, Dublin.) Attendees at the awards were addressed by Fergal O’Connell FIHI, at his first Awards as President of the Irish Hospitality Institute. Fergal welcomed the attendees including Guest of Honour, the Minister for Transport, Tourism and Sport, Leo Varadkar TD, who has taken responsibility for his wide-ranging portfolio at a challenging time for the Irish economy. Speaking at the event Fergal noted “We in the hospitality industry realise only too well the vicissitudes of the current economic climate and we therefore appreciate the measures which were introduced this year to stimulate growth and employment in tourism”. He added: “that the Irish Hospitality Institute continues to enhance its services to members while appreciating the current business time. We have recently launched our new Strategic Plan for the period to 2014 in which we have placed a strong focus on activities which are central to our core values. We are introducing a structured Continuous Professional Development programme which will enable members to maintain a continuous, up-to-date and accurate record of their CPD activities as well as recording evidence of prior learning, relevant experience and research activities. This programme will be mandatory and formal CPD Accreditation will begin for members from 2012 onwards. The membership of the Irish Hospitality Institute is our lifeblood and our mission is to provide them with the services and support which will enable them to be world class hospitality professionals.” As a Guest of Honour in officially opening the ceremony of awards was Minister Leo Varadkar. Minister for Tourism Culture & Sport, who commented: “Hospitality is the bedrock of the tourism industry, so it’s only appropriate to honour those who have made an outstanding contribution in this field over the past year. The nominees, and the recipients, have achieved the highest levels of excellence in the hospitality sector. “We must ensure that the level of service we provide continues to attract high levels of satisfaction from our visitors. I would therefore like to welcome the introduction of a continuous professional development programme by the institute.” The seven main awards were presented including the inaugural Hospitality Manager of the Year - Rooms/Revenue Division and then four enrolments into the Irish Hospitality Institute College of Fellows.

Hospitality Manager of the Year 2011- Human Resources Gillian Chambers, Human Resources Manager, Radisson Blu Hotel & Spa, Galway Award sponsored by Noel Recruitment. Hospitality Manager of the Year 2011 - Catering Martina Flood, Catering Director, Aviva Stadium Award sponsored by Unilever Foodsolutions. Hospitality Graduate of the Year 2011 Lewis Quinn, Shannon College of Hotel Management Award sponsored by Barry & Fitzwilliam Ltd. Hospitality Manager of the Year 2011 - Environmental Andrew Mullen, Maintenance Manager, Radisson Blu Hotel & Spa, Cork Award sponsored by EPA Environmental Protection Agency. Hospitality Manager of the Year 2011 - Rooms/Revenue Division Nicola Cunningham, Front Office Manager, The Court Yard Hotel, Leixlip Award sponsored by AVVIO. Enrolment in to the College of Fellows Edward Stephenson FIHI, General Manager, The Westbury Hotel. Raymond Keaney FIHI- Tallaght Institute of Technology Joe O’Brien FIHI- Tullamore Court Hotel John Brennan FIHI, Chief Executive, Jury’s Inns Group

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SEAFOOD

Yawl Bay Seafood showcases new long-life crab products Already renowned as smoked salmon specialists, and for their busy and popular fish shop at the front of their smokery in Youghal, Yawl Bay Seafood’s David Browne has also been working his magic on a series of new crab products, drawn from some of the richest and cleanest fishing grounds in Europe. Yawl Bay Seafood’s new quality cooked crab products - 100g vacuum packed packages of crab toes and crabmeat - have been created by David Browne, the second generation of this family business, who has been working on the range for the past 3 years. 18 months ago, with the help of Enterprise Ireland, Yawl Bay Seafood started trialling the new products, and under the guidance of Dr Susan Steele and John Fagan at Bord Iascaigh Mhara’s (BIM’s) Seafood Development Centre, Yawl Bay Seafood’s goal of adding a significant shelf life to the product, without compromising on the quality, has been successfully reached.

“We thoroughly enjoyed working with David on this unique product,” says Dr. Susan Steele, BIM Seafood Innovation Coordinator, explaining how BIM assisted in the product development. “Our Seafood Development Centre is purpose-built to assist companies, like Yawl Bay Seafood, to trial new products to bring them to market. This product appears simple but it took over nine months of constant trial and error to get it right so the development path was far from simple. The quality of the crab used in this product is second to none. Luxury products are not usually associated with a long shelf-life but this product has broken the mould. I have no doubt that David and his team will be inundated with orders from top restaurants and retailers as a result.” Now with a two-week shelf life, the distinctively delicate, sweet taste of Yawl Bay Seafood’s cooked crab is as good after a fortnight as it is on the day it’s landed, making it a fantastically useful range for professional chefs and home cooks alike. “For 25 years we have focused on 48

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producing premium quality seafood products,” says David Browne of Yawl Bay Seafood, “with our own smoked salmon being the backbone of our business. Six years ago we opened our factory outlet which serves only the freshest fish landed at local ports, and now we have this exciting new range of cooked crab. We have had terrific support from Bord Iascaigh Mhara and Enterprise Ireland, and with the added help from the South Cork Enterprise Board we have updated our premises to enable us to bring this product to market, creating one full-time and six part-time jobs.” The exciting new product was recently launched to the Cork and Waterford markets at the Cliff House Hotel in Ardmore where Michelin starred Chef Martijn Kajuiter, who is a huge fan of Yawl Bay Seafood’s products, described them as “rich, succulent... just right, reflecting true craftsmanship and respect for tradition and flavour.” The Dublin launch took place recently in the Private Dining Room at The Cliff Townhouse, St. Stephen's Green.

For further information: www.yawlbayseafood.com Phone: +353 24 92290

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EVENTS

All the world’s a stage

With the travel industry under continued pressure in the economic downturn this year’s World Travel Market was even more significant than usual. Held in the vast Excel centre in London’s docklands over 7th 10th November the event brings together the world’s travel industry - with over 600 exhibition stands, 2,500 press and 18,000 industry professionals passing through its doors it is seen as one of the essential places to be. Ireland once again had a sizeable presence at the show, with Tourism Ireland taking a major stand. The stand area is not only used to promote Ireland as a destination but also allows a strong mix of Ireland’s industry to be present, with Tourism Ireland bringing a phalanx of hotel operators and destinations to fill out the exhibition area. “World Travel market is a world stage, it’s really important that we are there, that we’re seen to be there, and Ireland is represented in a positive way” says Michelle Maguire of Ireland’s Blue Book, a specialist association of country and manor houses. “As an organisation we could not afford to attend without the support of Tourism Ireland.” The organisers themselves have been reporting some solid attendance figures, recording a 5% increase in visitor numbers from the 2010 show, and Valerie Wilgar who was there representing Dalata Hotel Group felt a big improvement was very visible. “The show was excellent” she says, “there was a different quality of operators and a lot more interest, people calling up to the stands.” According to Jean O’ Connell, marketing director of the Carlton Hotel Group the 50

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event is simply a must attend. Carlton conducted more than 80 meetings at the event, which O’Connell reports has led to 30 new account/contracts - which she judges as a return on their investment at the show of around 14:1 (indeed independent research carried out on behalf of the organiser by Fusion Communications on the 2009 show estimates that £1,139 million worth of travel contracts were generated as a result of the show). The show runs over four days - the first two being exclusively for the industry, while the latter throw the doors open to the general public. For Irish businesses it’s the first two days that are crucial, and Maguire was full of praise for the support Tourism Ireland gave, throwing a themed drinks reception at the end of the first day and having Leo Varadkar, Minister for transport, tourism and sport present. “I do think we punch above our weight, when you think of the size of the country, the amount of tourists we get in, and the amount of coverage we get” she points out. Ireland’s Blue Book were there for just one afternoon, but they were able to maximise their time onsite by taking advantage of the shows online meeting organiser facility to ensure their time would be spent talking to their key contacts. For Maguire the all encompassing nature of the event is also a bonus allowing her to compare and contrast the message they are sending with that of competitive destinations. “You can walk around and see trends from different destinations, what are they pitching to the market in the coming year? Is it eco travel, is it food tourism? It’s very important” she adds “to have that all going round in your head.” Ciara Hanley from the Limerick Strand Hotel is a firm believer that you get out what you put in from a show like this and that preparation ahead of time is key. “We went directly with our own telesales to regular clients. You’re better off going yourself as its more personal, particularly if you have an established relationship” She estimates three full days of calling went into preparing for the event, which paid off as she was able to spend her time on site conducting the meetings she had most wanted to get. Getting the most from exhibitions and trade shows is now becoming an art form in itself, and not only is Hanley very proactive in her approach, but very clear that its unrealistic to expect things any other way. “The way WTM was laid out was very good” she says “the stand was prominent, but it’s up to the individual country or tourism body to look at how they set it up (to get greatest return). WTM are just facilitating it really.” The World Travel Market is now a colossus, a show that brings together so many influential figures it seems impossible to conceive of a time when an Irish presence will not be required. As Hanley observes “the only negative is there are so many exhibitors there it can be hard to stand out.” The organisers will already be beginning work for next year, while for these exhibitors, alongside following up on contacts and confirming business, some are already booking their flights for next year’s show.

It’s good to know you’re protected. CARBON MONOXIDE is a colourless, odourless, invisible gas that can be produced by any appliance that burns fossil fuels such as oil, coal or gas. You and your guests can be in danger of CARBON MONOXIDE poisoning if any of your appliances are faulty, rooms aren’t properly ventilated or if chimneys or flues are blocked.

The Five to Stay Alive t Ensure your appliances are installed and serviced annually by a registered installer. t Make sure room vents are not blocked and there is adequate ventilation. t Keep flues and chimneys unblocked. If you’ve recently renovated or had builders in, ensure these have not been adversely affected. t Carbon monoxide poisoning can cause flu-like symptoms, if you’re concerned contact a doctor and arrange a test for carbon monoxide poisoning. t If you suspect an appliance may be faulty, stop using it immediately and arrange for a safety inspection.

For further information call 1850 79 79 79 www.carbonmonoxide.ie a safety message from

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