Hotel and Restaurant Times August / September 2019 by Hotel & Restaurant Times

AUGUST/SEPTEMBER’19

€3.65

T H E B U S I N E S S P U B L I C AT I O N F O R T H E H OT E L A N D R E S TAU R A N T I N D U S T R Y

Patrick Clement

IFSA plans for the future

Insurance Breaking Point for Tourism

Tourism Targets Under Review

Coffee Evolving Trends

www.hotelandrestauranttimes.ie

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COVER: Patrick Clement, IFSA

Contents

P. 32

Editorial 4 News

Bookassist 12 ITIC 15 Food&Bev 'Pizza' Action

Under Your Nose - Addiction at Work

Bewley's Interview with Jason Doyle

IFSA plans for the Future

Fáilte Ireland News

Chef Network

Tourism Ireland

Guestline - Top 5 Ways to Maximise Technology Investment

Fáilte Interview with Martina Bromley

Java Republic

Target Revision

Fifty Shades Greener

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38 40

IFSA 42 Topping Out at TUD

St Patrick's Festival & IHF Dublin Branch Partnership

A Painful Policy for Hospitality

Butter, Booze and Nitro

Waterford & Donegal Winners

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Hotel & Restaurant Times, Ireland’s longest established trade publication, 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 (01-6285447, cyril@hotelandrestauranttimes.ie) Contributors: Pavel Barter, Chef Network, Tourism Ireland, Conor Power, Fáilte Ireland, Frank Corr, Sarah Gallagher, David Collins, Eoghan O’Mara Walsh, Raquel Noboa, Conor Kenny, Bookassist - Des O'Mahony, Claire Sawier, Jason Kelly, IFSA. Graphic Design: Tara Mccormack Printing: Turners of Longford Online: Managing Digital

ALL CONTENTS OF THE MAGAZINE ARE COPYRIGHT OF HOTEL & RESTAURANT TIMES. H&R HOUSE, CARTON COURT, MAYNOOTH, CO.KILDARE TEL/FAX: 01 6285447 EMAIL: editorial@hotelandrestauranttimes.ie WEB: www.hotelandrestauranttimes.ie

All paper used in the production of this magazine comes from certifiably sustainable forestry.

H&RT AUGUST/SEPTEMBER 2019

editorial

An uncertain future As we enter the last quarter of the year, uncertainty reigns in many areas. In particular, the fate of the island. Brexit has potential to cause disruption to many sectors and may impact on travellers outside the UK, who first arrive in the UK as part of their trip to Europe. No one will know how this will operate until the UK actually leave the EU. In the meantime, the political situation in the UK appears to be already causing uncertainty with some long haul travellers. Pat McCann, CEO of hotel group Dalata, responding to the group’s half year results, was bullish regarding activity from the UK, both for home business and the group’s future investment in stock.

editorial

Dalata’s increase in revenue from operating performance paints a positive picture, almost at variance to rest of the sector. RevPar at Dalata has increased by 0.7%: an average of €87.62 per available room. The imminent arrival of extra rooms in Dublin may drive down this success in the second half of the year, so we will wait and see how things pan out. The budget may bring some pain given the uncertainty of Brexit. Paschal Donohoe will no doubt err on the side of prudence. With continuing overspending in health, and problems such as the homeless crisis to deal with, the potential for increased spending or support for the tourism sector seems unlikely. The latest CSO figures confirm that tourism spend is down in the region of 4%, and most markets show contraction. The recent hike in VAT, contrary to what it was aimed to do for the exchequer, has backfired. While the take is in the region of €400 million, jobs losses and closures are becoming more evident. So it will be of concern for the sector if, as predicted, there will be little or no support forthcoming from Paschal. Another crisis has rumbled on with no action from the government. The cost of insurance premiums in visitor attractions and adventure businesses is now a serious and concerning issue. A number of such attractions have been forced to cease operation, due to spiralling insurance costs. Hotels and guesthouses around the country are equally concerned – and a recent ITIC report is testament to these concerns. On a brighter note, the launch of Taste the Island has great potential. Taste the Island is an all-island initiative - a three-year programme, developed by Fáilte Ireland in conjunction with Tourism Northern Ireland and Tourism Ireland - aimed at enhancing Ireland’s reputation for food and drink experiences. Let’s hope it is embraced by everyone involved in the industry.

Cyril McAree editor

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news

NEWS Join the McCue

Feeling adventurous?

Summer 2019 saw the opening of the €233m Center Parcs forest resort in Co. Longford, the first of its kind in Ireland. McCue Crafted Fit, a specialist refurbishment and fit-out company from Northern Ireland, completed the fit-out of food and beverage outlets at the venue: Bella Italia and The Coffee House. It also worked on retail stores - Spirit, Time for Shade, The Store Room, Aquatique and Just Kids - at the holiday village. McCue’s work at Center Parcs Ireland follows projects at Café en Seine and the Merrion Hotel in Dublin.

Guests at the four-star Ferrycarrig Hotel in Wexford can partake in new adventure activities. The property, which sits on the water's edge of the River Slaney, is offering guests one of nine different activities as part of their stay, with a choice of canoeing, kayaking, surfing, stand up paddle boarding, dune boarding, and horse-riding. Visitors can explore the Irish National Heritage Park, tour the world’s oldest working lighthouse, enjoy the newly opened Johnstown Castle, or spend a day at International Outdoor Adventure Centre (IOAC).

Full of beans Java Republic, Ireland’s supplier of hot beverages, is the official coffee and tea partner to The iNua Collection. Java Republic’s premium coffee and 100% organic tea is being rolled across all eight of iNua's properties, starting with the Radisson Blu in Athlone.

Taking the heat out of energy bills Bord Gáis Energy has announced a new partnership with the Restaurants Association of Ireland (RAI), to become the Association’s preferred energy supplier. RAI members can now avail of benefits that are exclusive to the RAI and Bord Gáis Energy partnership. The partnership is valued at approximately €1m annually.

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news

Healthy pursuit Fáilte Ireland is searching for emerging destinations that provide a health and well-being tourism experience, as part of the European Destination of Excellence (EDEN) Awards. EDEN is a EU project promoting sustainable tourism development across the European Union and is currently held every two years in 29 member states. Previous Irish winners include Scattery Island, (Cultural & Heritage), the Burren Food Trail (Tourism & Local Gastronomy), the Great Western Greenway (Tourism & the Regeneration of Physical Sites) and Loop Head (Aquatic Tourism). Applications are open to find a suitable destination in Ireland. The winner will receive a photo shoot of the destination, a certificate of achievement, and an awards ceremony. Full competition details are available at www.failteireland.ie, or by emailing eden.helpdesk@failteireland.ie. The closing date for entries is 27 September, 2019.

Ardara distillery gets green light Sliabh Liag Distillers, producers of An Dúlamán Irish Maritime Gin and The Legendary Silkie Irish Whiskey, have been given the go-ahead to start work on their new distillery, with planning permission having been granted. This move starts off their plan to bring whiskey distilling back to Donegal for the first time in 177 years, with the site based at the Show Field in Ardara. The new €6m distillery aims to employ at least 40 people and will have the capacity to produce 400,000 litres of pure alcohol per annum, which equates to approximately 1700 filled casks, and over 1.2m bottles of whiskey.

Green energy Sandymount Hotel in Dublin has been awarded Europe’s Leading Green Hotel, for a third year in a row, at the World Travel Awards. The family-run property beat stiff competition from some of the world’s most renowned hotels, including ICE Hotel in Sweden, Vila Vita Parc in Portugal, Eagles Palace in Greece and Angel’s Marmaris, Turkey. A red-carpet event took place at Belmond Reid’s Palace in Madeira. In attendance were John and Gerard Loughran, father and son directors at Sandymount Hotel.

Flogas sponsors Omagh Food Festival Launching the 2019 Omagh Food Festival, l-r, were: Mairead Kelly, Ulster Herald, event organiser; Allan Duncan, Silverbirch Hotel; Paul Ruegg, senior marketing executive, Flogas; Michael McElroy, Main Street Omagh and Cllr Siobhan Currie, chair, Fermanagh and Omagh District Council.

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news

New chapter for PREM Group PREM Group, the international hospitality giant, has launched a new business brand, PREM Hospitality, in a bid to gain better brand recognition with customers, guests and employees. All properties will now be promoted under the PREM Hospitality Brand. The umbrella brand offers booking agents and guests a website, which showcases all 38 of its hotels and serviced apartment locations, featuring information about each property with a focus on the group’s regional spread of properties: from boutique city centre hotels to sprawling countryside resorts. It has also produced a glossy directory, which will be placed in each of its 2,990 bedrooms across the group.

Continentally Classic Ladies and gents gathered at the five-star InterContinental Dublin for the third annual Continentally Classic Best Dressed Lady and Most Stylish Gent competition, following Ladies’ Day at the Dublin Horse Show. Pictured are Nicky Logue, General Manager at InterContinental Dublin, with Lorraine Keane

Pillow talk The Address has announced an expansion at its location on Amiens Street, opposite Connolly Station, in Dublin. The €10m investment will add an additional 40 bedrooms to the 80-bedroom property, which includes The Address at Dublin 1 and The North Star Hotel. Over 100,000 guests stayed in The Address in 2018. Those numbers look to be surpassed this year as over 90,000 visitors have stayed in the hotel to date this year.

Just Ask and you will receive Waterfront House & Restaurant, Enniscrone, Co Sligo, has been awarded Just Ask Restaurant of the Month for August. Just Ask Restaurant of the Month rewards eateries across Ireland that exhibit best practices in showing transparency in the sourcing of the food on their menus. Georgina Campbell, food writer, and Bord Bia select winning entries.

Tulfarris Hotel gets PREM blessing PREM Group, the hospitality management company, has completed the first stage of its renovation programme at Tulfarris Hotel and Golf Resort, Blessington, Co. Wicklow. The group purchased the 90-bedroom hotel in 2016 and has since spent over €6m on the 18th Century Manor House. Sixteen new bedrooms were added to the Wicklow property, as part of the initial renovation programme, while the bridal suite, foyer, drawing and library rooms have been transformed. Julie Goggin, interior designer, oversaw the redesign. H&RT AUGUST/SEPTEMBER 2019

news

Getting to the core of Castle Grove House Castle Grove Country House, Co. Donegal, has launched its first cider to mark 30 years in business, according to Ireland’s Blue Book. The Cider was launched at a Cider Fest, on the grounds of Castle Grove, in August.

Ireland: land of promise Elfie Yang and James Kenny, both Tourism Ireland, are pictured with the trophy for "most promising overseas destination" at the Weibo V-Influence Summit in Chengdu. The award was presented to Tourism Ireland at the V-Influence Summit in Chengdu, organised by Sina Weibo, the microblogging site, often described as the Chinese version of Twitter. The event was attended by hundreds of influencers, travel journalists and travel professionals from across China.

Thank you for caring Showing some courtesy Seafield Hotel and Spa Resort has won another major tourism award in recognition of the quality and hospitality of its staff. The AA Courtesy & Care Award 2019 was presented to the resort by AA Director of Consumer Affairs, Conor Faughnan, at an award ceremony in Adare Manor.

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Over the summer, Hasting Hotels opened up Belfast's Grand Central Hotel to registered carers across Ireland. As part of the package, entitled Thank You For Caring, carers were treated to a free overnight stay in a deluxe, fully-accessible room, plus full Irish breakfast and a complimentary cocktail in the hotel’s Seahorse Bar.

news

Bugatti bonanza The Dunloe Hotel & Gardens recently played host to the International Bugatti Meeting: a week-long driving tour of the Kerry and Cork countryside. The hotel welcomed over 100 Bugattis and 200 guests from all over the world. “The Bugatti guests made great use of our 64 acres of listed gardens and held a BBQ by the thatched cottage in the gardens, enjoyed tours of the 12th century Dunloe Castle and watched falconry demonstrations on the lawn," said Jason Clifford, General Manager at The Dunloe Hotel & Gardens.

More Awards for Blue Book

Ireland’s Blue Book is delighted to announce wins for Chapter One and Restaurant Patrick Guilbaud at the FOOD&WINE Awards 2019 which took place in Dublin on Sunday, 25th of August. The winners of the all-new FOOD&WINE Awards in association with Rémy Martin were announced at a gala luncheon, attended by Ireland’s top chefs and restaurateurs from across the country. Editor of FOOD & WINE Dee Laffan and Irish Studio Editorial Director Ellie Balfe hosted and presented an array of awards. The event was attended by some of Ireland's best chefs and restaurateurs from across the country, as well as culinary talent from abroad. Stéphane Robin from Restaurant Patrick Guilbaud was awarded Host of the Year while Jane O’Callaghan from Longueville House in Cork was commended. Pastry Chef of the Year went to Darren Hogarty from Chapter One, Dublin. The 2019 FOOD AND WINE Awards were the first with their new parent company Irish Studio, so this year's ceremony was certainly an event to remember. For more information on the awards, please see https:// foodandwine. ie/2019-foodwine-awardwinners

Sommit 2019 Congratulations to Philip Dunne, Head Sommelier at the Westbury Hotel one of 14 successful international Sommeliers chosen to participate in Sommit™ 2019 the 2019 New Zealand Winegrowers International Sommelier Scholarship. Sommit™ 2019 will be held in Northland, the country’s northernmost, and most spectacularly coastal, wine region. 2019 also marks the 200 year anniversary of the first planting of grapevines in New Zealand. Reverend Samuel Marsden records 25 September 1819 as the day he planted a vine in the rich grounds of the Stone Store, Kerikeri in the Bay of Islands. Sommit™ Northland will take place on the two days immediately prior to the anniversary, on 23rd and 24th September, 2019. This year will be an incredibly special Sommit™, exploring the regions, varieties, landscapes and personalities that make New Zealand wine extraordinary, 200 years on. “Sommit™ is like no other experience for a sommelier,” says New Zealand Winegrowers’ Market Implementation & Education Manager, Felicity Turner. “It is an opportunity to taste amongst international peers, in the most astonishing New Zealand surrounds, and completely closed door. No winemakers, no wine marketers, just on-premise industry professionals tasting, discussing and debating without agenda. It’s a truly unique experience for our guests.” To date, there have been six Sommit™ events, during that time 97 Sommiteers, from 16 countries have travelled to New Zealand to take part in this unique event. Previous Sommit™ events have seen a marked increase in listings of New Zealand wines in top international restaurants.

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H&RT AUGUST/SEPTEMBER 2019

appointments

Westin selects a recipe for success The Westin Dublin has appointed Roderick Jan Vastenburg as its new Director of Food & Beverage. Vastenburg joins The Westin Dublin from his previous position as Group Director of Operations with the Johnnie Cooke Group, where he oversaw restaurant operations at The Restaurant by Johnnie Cooke at Brown Thomas, Green & Bean Café, Cookes Restaurant and Juanitos. Vastenburg studied Hospitality Management in Amsterdam, before completing a degree in Restaurant Revenue Management at Cornell University, New York. From 2002 to 2005 he worked across hotel chains in Amsterdam and Spain, before making his way to Ireland, where he worked in Brownes Townhouse, Bentley’s Oyster Bar & Grill, The Cliff Town House, The Marker Hotel, HQ Gastro Bar & Restaurant and The K Club.

Great expectations The Great National Group, an Irish and UK hotel services company, has announced the appointment of Nicola Rhone, Chief Commercial Officer, to the board. Rhone, previously Managing Director of The Hotel Partnership, will oversee the development of Great National’s two hotel brands: Classic British Hotels and Great National Hotels and Resorts.

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An EPIC appointment EPIC, The Irish Emigration Museum based in Dublin’s Docklands, has given Dr J. Patrick Greene the title of new Museum Director and CEO starting in September 2019. Greene was a Director of the Museum of Science and Industry in Manchester between 1983 and 2002. From 2002, for over 15 years, Greene was CEO of Museums Victoria, which became the largest encyclopedic museum in Australia, comprising Melbourne Museum, Scienceworks Museum, Immigration Museum and the Royal Exhibition Building world heritage site. EPIC was recently voted Europe’s Leading Tourist Attraction at the 26th annual World Travel Awards.

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H&RT AUGUST/SEPTEMBER 2019

Time to Talk

We Need To Talk About Conversion - Part 2 By Jason Kelly, Claire Sawier and Dr Des O'Mahony

What works for you

In our previous article on conversion1, we challenged the traditional concept of a conversion event as simply being a booking made, introducing the more relevant “net conversion rate” to take cancellations into consideration. We talked about the change of mindset that is needed for conversion rate optimisation (CRO) to adopt that wider focus. And we stressed the equal importance of CRO activity after the booking as well as both before and up to the point of booking. The relevance of website conversion rate as an isolated metric to guide direct booking strategy was thrown into question and a more relevant and insightful booking engine conversion (BEC) rate was instead proposed. In this follow-up article on conversion we go further and ask, why are people so hung up on average rates at all, given that there are so many disparate variables? Would it not be better for hotels to look at what’s realistic for them alone, without worrying about everyone else? After all, some really good revenue-generating hotels can have lower than average conversion for really valid reasons (e.g. conversion obviously plummets for dates where a hotel is full). The real issue when it comes to conversion optimisation is to ensure that everyone who lands on your site with booking intent actually makes a booking and stays at your hotel when you have rooms to accommodate them. This is where efforts should be focused. Reaching your own personalised and true conversion potential is more important and more relevant than reaching or exceeding any industry average figures. It’s all about what works for you.

Not every visitor has booking intent

You obviously can’t assume that every visitor landing on your website is interested in making a room booking. They may visit your website to book dinner in your hotel’s restaurant or find information about an event being held in your hotel. The reasons for visiting a hotel’s website (or any website) are usually numerous. Measuring the value of such users is more difficult but the extra visits that these no-intent visitors create is another reason that your website’s overall conversion rate may not be the most useful metric for you to measure success upon. To measure real and relevant conversion, it’s therefore important to measure and manage all key goals on your website and not just room bookings.

would be valuable and therefore measurable. Take a user interested in your restaurant information for example - the most valuable action this user could take is to book a table. Whatever the desired action is, your website needs to facilitate the completion of this action in the easiest way possible. Critically, your Google Analytics or equivalent tool needs to have a goal in place to record the required steps in completing that action, in order to measure the success or otherwise of the page. This allows you to see how people interact and how many complete the desired action.

Remove the noise - focus on booking engine conversion rate

To be clear, when hotels talk about conversion rate they generally mean (or should mean) that to be a room booking conversion rate. Your overall website conversion rate, based on room bookings versus website traffic, becomes less meaningful as you provide more services online so you need to remove all other variables to ensure you are singularly focused on your booking engine conversion (BEC) rate. By segmenting your users you can therefore focus specifically on this key BEC metric, based only on those users who actually have booking intent.

Controllable and uncontrollable conversion factors

In terms of website conversion there is a lot that separates hotels who achieve figures much higher (and lower) than the industry average and there are quite a number of factors that can cause this number to vary considerably. As a rule, if a statistical average for any measured quantity or performance indicator has very wide variations or deviations, it becomes a lot less useful to an individual as a gauge of success or otherwise. BEC is such a performance indicator, varying to such an extent that average values are relatively meaningless to compare against. BEC is influenced by many factors, both controllable and uncontrollable. Hotels with exceptionally high BECs typically also experience some favourable uncontrollable factors. For example, they may be located in an area of high demand with a large room stock that can service a high level of demand. Paradoxically you can be a victim of your own success by being in an area of high demand with limited room stock since, once full, your BEC will naturally decline. So averages don’t matter too much for hotels like this. Likewise, hotels located in areas with declining levels of demand will see decreasing levels of conversion no matter what they do. And five-star hotels will typically see lower BECs than budget hotels almost by definition, with the decision process for luxury stays typically also being a longer one than for budget stays.

Using tools such as Google Analytics, all traffic that is clearly not intended to result in a room booking should be segmented into distinct user buckets and channelled into other non room-bookingoriented goals. To set up user buckets you will need to identify all the non-accommodation services your hotel provides, e.g. meetings, food and beverage, events, fitness facilities, spa, golf and weddings. Segmenting your visitors and setting up specific conversion metrics for each key segment then allows you to focus on the individual metrics that matter for each distinct segment.

Hotels can’t do a lot about these uncontrollable factors but they need to be aware of them and they should take account of them, mitigate against their risks, and take advantage of their opportunities by applying best practices to the conversion factors that they actually can control.

Conversion metrics for all users

1. They use a high converting booking engine

To measure conversion from users who are not interested in making a room booking, you first must decide on what website actions 1

https://bookassist.org/blog/post/we-need-to-talk-about-conversion/en/

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So what do high-converting hotels do to positively influence their conversion rate?

We analysed our most successful hotels, those that had both high conversion rates and low cancellation rates and found some interesting commonalities. If your booking engine is not built to convert at a high level, then you are already off to a bad start. Successful hotels give themselves the best chance

Time to Talk

Figure 1 When date searches are more positive, conversion is more positive. Retaining availability for direct booking is critical.

of success by offering a frictionless booking process. Bookassist leads the conversion charts with our top clients reporting an average 14.8% BEC. As the direct booking expert, Bookassist is laser focused on facilitating a fluid booking process across all devices, with our mobile-first booking engine specifically aimed at the unique needs of mobile bookers.

2. They provide an excellent user experience

to 20% higher BEC than hotels that work with other web designers, and clients that use Booking Engine, Web Design, Digital Marketing AND Metasearch in unison with Bookassist achieve 35% higher BEC than booking engine users only.

3. They open up direct availability

One of the biggest barriers to conversion is a lack of availability. Our data at Bookassist shows that a high percentage of positive availability requests correlates positively with strong booking engine conversion (see Figure 1).

Acquiring the right kind of traffic, having availability, and offering clear value to direct bookers are key to improving your BEC. However, if you have all of this in place but offer a poor user experience, your website users may not even stick around long enough to understand the benefits of booking direct.

Hotels that return more than 80% of date requests as available have double the BEC of those that have availability less than 50% of the time. This may all seem terribly obvious but if a user can’t find availability for their desired dates, they can’t book. It does not matter how strong you are in other areas that influence conversion.

Irrelevant content, slow page-loading times, complicated navigation, lack of calls-to-action (CTAs), poor imagery, poor language translations, or the lack of security all kill conversion. Building trust through obvious website and booking engine security is particularly necessary, especially when users already trust OTAs with their credit cards. Your website must instill confidence, or you will lose bookings.

Next to availability, price is the critical influencer. Price needs to be considered relative to your competitor set and in terms of competitiveness with the OTAs you work with. At the very least you need to ensure parity with OTAs. But it’s not enough.

For visitors with intent to book, your pay-per-click advertising and your website should guide them directly to the relevant section of the booking engine. Users landing on your homepage should be able to enter their desired dates without difficulty, find your special offers and rooms pages, while users landing on your landing pages should be guided by relevant CTAs or links into other relevant pages. For example, a user landing on a page about your hotel’s familyfriendly facilities should be guided with CTAs directly to family offers and links to pages about your family rooms, not just to a generic list of all your availability where they have to fend for themselves. Hotels that have had their website built by Bookassist can seamlessly integrate special offers from the booking engine into their landing pages in this way. As a result, Bookassist’s web design clients have close 2

4. They offer more than just price parity!

The only place a customer should ever be able to get the best value should be hotel direct, but sadly this is often not the case. Hoteliers need to consider total value as a key influencer on conversion, as a better price alone might get you the booking in the first place but perceived better value elsewhere is what likely leads direct bookers to cancel. (Read our article on cancellations2 for further insights into cancellation rate reduction strategies.)

5. They offer real direct booking value

What matters is communicating total value, not just price. The key objective is to transmit strong and compelling reasons to book right here, right now on this site versus others, even if the prices are equivalent elsewhere - reasons that leave the visitor in no doubt whatsoever that booking direct offers the best value. “No doubt” is the key here and unfortunately too many hotels offer the wishy-washy lukewarm direct booking benefits that leave plenty of room for doubt. To affect positive conversion, direct booking benefits need to be clear, explicit, and offer real value to the direct booker - and that means that these benefits should ONLY be available to direct bookers. Again, not only do we see a lot of lukewarm direct booking benefits, but we see indirect OTA bookers by default getting these benefits too. Hoteliers need to take a long hard look at the actual value they are offering direct bookers, and ask themselves if it’s enough to impact positively on net conversion on their own website.

https://bookassist.org/blog/post/just-in-case-bookers-and-soaring-cancellations/en/

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Time to Talk Some hotels offer more value to their direct bookers by providing them with free breakfast, welcome drinks or an airport transfer. This should not be a tick-the-box exercise. You should only offer benefits that you would realistically expect hotel guests to value and actually avail of. Price comparison widgets are commonly used by our top performing clients. They offer a price comparison against popular OTA websites, as well as listing direct booking benefits so are a useful tool to transmit total direct booking value.

6. They focus on quality traffic with Paid Search and Metasearch

The total number of website users is a useful metric but for most hotels it is somewhat of a vanity metric. Increasing traffic from channels where users have actual intent to book should be the goal. Machine Learning approaches that generate an understanding of users’ levels of intent is increasing advertisers’ ability to acquire the ‘right’ kind of traffic from Google Ads. Typically, search traffic (both paid and organic) and metasearch traffic contribute the majority of hotels' website bookings. All of Bookassist’s top performing clients appear on at least one metasearch channel and have campaigns on Google Ads targeting searches for their brand name. Typically, users on metasearch or those searching for hotel brand names are reaching the final stages of their booking journey. Metasearch campaigns drive traffic to your website and communicate the value of booking direct when your own website has a more favourable price, even before a user may have visited your website. In the example in Figure 2, a user can see that there is a clear benefit to booking direct in comparison to other websites displaying rates for the hotel. Our clients with metasearch campaigns have a whopping 24% uplift in BEC versus those without.

7. They focus on return users with remarketing

Attracting new users to your website is vitally important for feeding your funnel. But there are a multitude of reasons why hotel website users don’t necessarily book upon their first visit. Website engagement and conversion tends to be higher from returning users, so non-converting new users should be encouraged to be return users. Hoteliers can employ numerous tactics to ensure they remain visible to non-converting users after they have visited their website. One of the most widely used tactics is remarketing. While many will associate remarketing with seeing banner ads related to websites they have previously visited, remarketing can actually be used across Google’s suite of advertising channels - search, display, YouTube and Gmail. You can adjust their targeting and messaging to encourage users to re-engage. Retargeting existing users with an enticing, tangible reason to book direct can give them the nudge they need to return to the hotel’s website and complete their booking. While remarketing allows you to retarget any website user, it is more effective when users are segmented into buckets. These are called “audiences” within Google’s tools. An audience created for users who have interacted with your restaurant while a separate audience can be created for users who have checked for availability or viewed your website’s room pages. A more granular approach could include segmenting your users who have intent to book a room into different audiences - this could be based on interest in product type - for example family rooms, their location, or by the dates they have requested availability for. Google is not the only platform that allows you to retarget users. Audiences based on visits to your hotel website can be created on Facebook and used for campaigns on Facebook and Instagram. Facebook is often overlooked for this purpose and while it does not have the same reach as remarketing campaigns on Google’s Display Network, we often see better website engagement (bounce rate and average number of pages viewed per session) from traffic generated from Facebook Ads compared to remarketing ads on Google’s Display Network.

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Figure 2 Ensuring Metasearch listings give good pricing, engenders confidence with the “official” label, and pushes direct advantages.

8. They use custom Intent audiences

What about people who are interested in your hotel but have yet to visit your website? Google Ads’ custom intent audiences provide an opportunity to directly target these people. Such audiences are created by entering search terms and URLs. For example, you could create a custom intent audience by entering keywords related to the hotel’s brand name and URLs from the hotel’s listings on popular OTA and travel websites.

Bottom Line

Every hotel has its own personal level of potential booking engine conversion. Hoteliers should not be hung up on average rates but rather on what’s possible for them, and they should seek to optimise that. But real understanding is needed in order to determine your optimum level. There are factors outside your control that can limit your potential but if hoteliers take ownership of the factors within their control, the ceiling on booking engine conversion is pushed much higher. Isn’t it time to take a look?

Jason Kelly is Senior Digital Marketing Specialist, Dr Des O’Mahony is CEO & Founder and Claire Sawier is Head of Marketing at Bookassist, (bookassist.com), the multi-award-winning technology and digital strategy partner for hotels worldwide.

ITIC

Budget 2020

must support tourism during challenging times Eoghan O’Mara Walsh, CEO, Irish Tourism Industry Confederation

Minister Paschal Donohoe - set to give his budget speech on October 8th - has the unenviable task of committing to his annual tax and expenditure plans just 3 weeks before a hard Brexit may or may not happen. One would hope that by then there is clarity around the UK’s intentions as they exit the EU but such hope may well be dashed on the rocks of Britain’s political turmoil. Hard, soft or medium-boiled, Brexit will undoubtedly be the shadow over Ireland’s economy for years to come. Minister Donohoe has no choice but be prudent with the public finances, support the competitiveness of the Irish economic model, and invest strategically in productive industry. In that context the Irish tourism and hospitality sector can rightly put its hand up and claim it warrants attention. For Irish tourism – so often the poster boy of Ireland’s economic recovery – is facing a more turbulent time. Latest available CSO data show that tourism spend - or value - is down 4% with all markets in retreat with the exception of North American. In 2 of the last 3 peak summer months overall arrival numbers have been in decline. Recent news that airlines Norwegian and Hainan have ceased their North American and Chinese services respectively is another tough blow for the sector.

has estimated that a hard Brexit will cost Irish tourism €390 million and with Boris Johnson at number 10 a bad Brexit seems ever more likely. The Vat hike added significant cost to Ireland’s 20,000 tourism and hospitality businesses. The Department of Finance has estimated that the Vat increase is an additional tax burden this year of €466 million on the sector. Add this to the cost of a hard Brexit and you are getting close to a billion euro wallop to Ireland’s largest indigenous industry and biggest regional employer. Like all business sectors weakened competitiveness is also causing an additional strain. Not only is the tourism Vat rate in Ireland now the highest across the eurozone but other business costs such as insurance, commercial water rates, labour and credit are all out of kilter with our competitors. Just at the wrong time, Ireland is becoming less competitive and this is borne out time and again by reports from the National Competitiveness Council.

So why is 2019 proving more challenging for Irish tourism? Sure there is an economic cycle at play and years of tourism growth were always likely to plateau at some stage but of more concern is the fact that domestic policies, that had previously enabled success, have now begun to unravel.

Too often in the past the tourism industry has been taken for granted and this would be a big mistake to repeat. Tourism is simply too important particularity to regional Ireland. As we approach Budget 2020 now is the time for Government to improve Irish tourism’s competitiveness and invest strategically in supporting a key part of the national economy. The tourism Vat rate needs to be reviewed, stateinduced costs of business need to be moderated, insurance reform needs to be tackled, and increased funding of circa €30 million is requited to increase overseas marketing, support the regional spread of tourism, and create a marketdiversification fund for industry to allow business mitigate itself somewhat against the chill winds of Brexit.

3 primary reasons are evident as to why Irish tourism – the country’s largest indigenous industry and biggest regional employer - is facing a much softer year; Brexit, the Vat hike, and weakened competitiveness.

Increasingly voters are seeing the importance of the tourism sector to their region, creating jobs and bringing in valued overseas earnings. Woe betide a Government that ignores this.

Britain remains Ireland’s single largest source market and weakened sterling and uncertainty around Brexit has dampened business considerably. Fáilte Ireland

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Food & Bev Live

Get a ‘pizza’ the action at Food & Bev Live Celebrating excellence within the industry, Food & Bev Live – brought to you by IFSA, the organisation behind the phenomenally successful CATEX Show - is returning to the Citywest, Dublin on the 4th & 5th February. Kick starting the 2020 hospitality season, the show will be bursting with new features and industry-specific attractions, that will serve up inspirational solutions for Ireland’s foodservice and hospitality sectors. Ireland’s First National Pizza Championships will be launched at the show, in association with the Associazione Pizzerie Italiane (API) and will see chefs from across Ireland battle it out to be crowned National Pizza Champion. Home to hundreds of exhibitors and attracting thousands of visitors, Food & Bev Live 2020 will be a two-day extravaganza of foodservice excellence bringing together National skills finals, live demonstrations, new product launches and unique networking opportunities. The show has been building in stature over the past few years and now offers visitors innovative ideas, new products, technology and the business advice they need to grow their business in the year ahead. Patrick Clement, Chairman of IFSA comments: “With thousands of visitors expected to attend, Food & Bev Live is one of the most eagerly anticipated foodservice events of the year and IFSA look forward to welcoming visitors to the show and growing their partnership over the coming years. We are proud that the show has become firmly established on the food and drink industry calendar and we are looking forward to a busy two days. “We are aware that we can’t be complacent and must continue to work hard to make sure buyers and suppliers feel it is a valuable experience and worth taking time out of their diary to attend. We’re delighted to be expanding the features portfolio at the show which showcase the strength of talent of Ireland’s foodservice industry, which in turn will attract new exhibitors and visitors, making Food & Bev Live a must attend event.” Following the success of CATEX 2019, IFSA is working hard to ensure that Food & Bev Live works harder than ever before to deliver for both exhibitors and visitors alike. 16

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NEW features at the show will be aplenty including the National Pizza Championships – a first not only for the show, but for Ireland. Peter Borza, API Ireland Managing Director adds: “Food & Bev Live is a unique trade event that caters to those owning, operating and working in foodservice, hospitality and leisure establishments across Ireland and Europe. Renowned for being home to world-class competitions, API Ireland are delighted to be involved and look forward to launching Ireland’s first National Pizza Competition at the show.” Continuing the event’s history of celebrating excellence within the industry, the show will once again be hosting the National Barista Championships, the Irish Cocktail Championships and the ‘hotly’ contended Chef Ireland Culinary Competitions. The National Barista Championships organised by the Irish Chapter of Specialty Coffee Association (SCA) and sponsored by Avonmore will take place across the two days. The National Champion will have the honour of representing Ireland at the World of Coffee 2020. The Bartenders Association’s Irish Cocktail Championships will also see Ireland’s leading mixologists putting their skills to the test during the high-octane cocktail challenges. Finalists will compete to become the National Cocktail Champion and earn their place to represent Ireland at the World Cocktail Championships. Skills is high on the agenda, and with professional cookery competitions playing a vital role in culinary arts, as they continually raise the standards of culinary excellence, the Panel of Chefs of Ireland Ltd will host the Chef Ireland Culinary Competitions at Food & Bev Live 2020. As well as providing the ultimate platform for networking and forging new relationships, Food & Bev Live is a must-attend event for finding the latest, cutting edge products across food and drink, catering equipment and technology. It is an opportunity for everyone to get involved, to get inspired, to learn from one another and to come away with valuable insight and products to help revolutionise their business. Food & Bev Live is taking place on the 4th & 5th February 2020 at the Citywest Events Centre. To keep updated on new features, exhibitors and partners, follow the show on social @FoodandBevLive or visit www. foodandbev.ie For stand sales or exhibitor enquires, contact Margaret Andreucetti on 00353 (0)1 846 0020 or via Margaret.Andreucetti@eventhaus.ie.

Addiction

Under Your Nose.... Addiction at Work By Conor Kenny

I have always had an interest in what we can’t see. The obvious is obvious but what lies beneath is often the origin of real intrigue, mystery and maybe motivation and - addiction. Understanding what is hidden is where revelation occur and where there is revelation there can be solutions. But, without knowing the problem, there is no hope of a solution, a better life and, in the case of this article, facing up to addiction. Throughout my career, I have seen the impact first hand. Two super young men I worked with in the late 80’s ultimately lost their lives to alcohol addiction. In more recent years, a close lifelong friend revealed his own battles with alcohol and in all the years I have known him, I never once saw him even slightly tipsy. Addiction is what lies beneath, the unseen, the hidden, and the slow inevitable decline, followed by the catastrophic final meltdown. For too long, Irish society has turned a blind eye and employers simply, or conveniently, moved people on.

How Many?

Today, right now, as many as 8% to 10% of your staff could be actively suffering an addiction. It is a frightening thought with devastating consequences and it is something that industry leaders need to grab hold of and start confronting, right now. It’s under your nose and it is right beside you.

Meeting Maebh

It’s one of those unpredictable Irish summer days. Blue skies are pushed aside by dark bull dog clouds. The skies fight back and after a short rainy battle, blue sky wins again. I’m with Maebh Mullany, Chief Executive of The Rutland Centre who have been at the forefront of helping people overcome addiction for the last 40 years. I have known Maebh from her days as a senior leisure centre manager in a busy hotel through to being Chief Executive of ALSAA the sporting and leisure complex opposite the airport and through to her appointment as Chief Executive of The Rutland. A first class Masters graduate, it was easy to say “Maebh will go far all those years ago” and still, very young, that meteoric rise has many more mountains to scale. At this point, I must also confess to a bias. At the beginning of this year, I was invited to join the board of The Rutland and it has been an eye opening journey and incredibly rewarding to learn from my fellow directors who are the classic good men and women who say little, seek no reward and devote their

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Addiction

Maebh Mullany, Chief Executive, the Rutland Centre with Conor Kenny

time, expertise and energy to helping people suffering from addiction to overcome this unspoken scourge. They are doing God’s work.

Celebrating in Excess

“Ireland still suffers the stigma of addiction” says Mullany. “It is cultural and in our DNA. Ireland, as a brand, has associated itself with alcohol. It is everywhere. We cannot celebrate anything without the backdrop of alcohol. Picture the celebrating of a big sporting event, there’s alcohol. Picture a Stag night before marriage, there’s alcohol. Picture someone leaving work, there’s alcohol. It runs through every aspect of our lives and is everywhere. Whilst that’s fine for what we might call ‘normal’ drinkers, it is not fine for the 1 in 10 who are now perfectly camouflaged by how successfully we have made excessive drinking into celebration and acceptable”.

Moving the Herd

Naturally, culture has played a big part in the evolution of our attitude. And, to quote a beautiful image from my fellow Rutland board member, Gerry Kearney, “culture is that which keeps the herd roughly moving from east to west”. If the culture is flawed then so is the behaviour. The term ‘An Inconvenient Truth ‘comes from a 2006 American documentary film about former United States Vice President Al Gore’s campaign to educate people about global warming. Like Christopher Columbus before him, they thought he was mad. Says Maebh Mullany “This is a conversation that has to be opened up. The stigma of addiction needs to be eliminated. In Ireland, for those suffering addiction, we have made it hard to ask for help. The first question a patient will ask is – ‘what are the implications if I ask for help?” It’s a disarming, powerful and sad thought. It is sad because it highlights failure, the failure of culture, the

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failure to successfully ‘keep the herd roughly moving from east to west’. It is denial and when we talk ‘full employment’ and you consider what 8% to 10% of that means then, as Mullany says “We must never forget this is a person we are talking about” and, like lakeshore ripples, this person quickly impacts family, friends, colleagues and more.

Spinning the Truth

Our language has not helped. Like spin doctors, we have created a whole dictionary of language that avoids reality and soft soaps the truth. Our clichés downplay but inadvertently hint at the impending damburst. “He’s fond of the drink” “She’s well able to handle her drink” “He loves the camaraderie in the bookies” “She likes a good session” “He says he only smokes a joint at weekends” “She loves her glass of wine after work” Yes, of course, 90% can enjoy a bet, a drink or food but for one in every ten people, it is the enemy, it is a disease and it is powerful. Powerful in the destruction it will cause and powerful in how far it will reach.

Misconceptions

When we think of addiction, we often think of alcohol. That’s a mistake. At the Rutland, whilst alcohol is still the number one addiction but, as a society evolves, so too does addiction. Today, according to Maebh, people are now presenting with more than one addiction. “It might be alcohol and gambling. It can be drugs and alcohol, pornography and drugs, food and drugs, food and alcohol. Addiction takes many forms and is not class based, profession based nor does it respect position or power. Addiction is often the manifestation and outcome of trauma, environment or childhood experience. At the Rutland, we start not with addiction but by asking what the underlying reasons that caused this. With 40 years’ experience, we understand the initial anxiety of entering into this new phase and our job is to do that in a kind,

Addiction

understanding way that makes it easy to understand themselves. The journey into addiction is different for everyone” It is back to the clichés. Back to how we always pigeon holed the person as a vagrant, someone with a mental illness, a tramp or even a wino. Nothing could be more wrong and, says Mullany “Addiction has to be taken seriously because it is only going to get worse. The culture of ‘It’s not my problem’ has to change because it is everybody’s problem, employers, family and friends. Abdication is not a solution” “The reality is that the profile of our patients is 60% men 40% women with an average age of 42 and with third level education and employed” Hardly the stereotype we were told to believe?

What Are We To Do?

As Mullany points out “One of the final line of defence is denial and then the realisation that they might lose their job. Without the job, there is a problem. With a job, there is no problem”. Often, when the dawn breaks, the damage is already done. Like every article, we remember very little. I asked Maebh what she would like to say and advise hospitality managers and leaders to do if there were just four or five simple ‘must do’ actions. Remember, Maebh worked in hospitality and is well aware of this problem first hand. Also, unlike some professions, hospitality is, according to Mullany “Much more stressful, not well paid and very demanding with high customer expectations, conflict and anti-social hours. It is fertile ground for addiction and that addiction and substance abuse which inevitably leads to some colossal errors of judgement with a long lasting impact, effect and memory” Combining her deep understanding of the hospitality business with a career utterly immersed in the Rutland today, Maebh gives careful and considered thought to her 5 action points for those who can lead change, culture, outcomes and begin to move away from denial into positive action. As ever, Maebh cannot but reflect who she is in distilling a huge subject into such a short piece, she combines steel with compassion and strategy with reality.

Seamlessly, the mix appears and not in any particular order:

1) Create a culture where there is an awareness of addiction and make sure you create and encourage an environment where it is safe to ask for help. Encourage this into a new culture rather than wait for a crisis to emerge.

2) Get to understand addiction and the signs of addiction

but don’t be an amateur expert. Ask addiction specialists to come to you, talk to your staff and move from you think you know what to do to you know what to do.

Naturally, this is neither a definitive or comprehensive prescriptive list. It is not meant to be. Its purpose is to prompt you to ask the question. Have you assessed these risks? What would you add to it? Perhaps, more importantly, what are you going to do now that you have read this?

Silent but Deadly

Denial is a big part of addiction. It is also ingrained in our culture from a bygone era where ‘Grow up and stop your whinging’ informed us that showing weaknesses was failure. As Mullany points out “Addiction is not a moral failure” If, as a country, we continue to call ourselves leading reformers, liberal and progressive then we can’t be selective or pick out mass movement causes that will secure votes. Inevitably, doing the right thing will never be the easy thing. Confronting addiction is still an inconvenient Irish truth and easy to dismiss. Sadly, like all these things, it is only when addiction sneaks silently into your life that people begin to respond and understand the devastation that occurs. In my own work in the hospitality sector, I have witnessed gambling, drug and alcohol addiction. What was frightening was realising that these people were in positions of power yet their judgement was inevitably skewed by substance or thoughts. I witnessed those monstrous errors of judgement. When I look back at those that were and even are still affected, the tragic reality is that it is only time before things get worse and only time before the certainty of devastation brings everything into the grim clutches of an inevitable dead end. Denial can be intoxicating.

Recovery

With 40 years’ experience of confronting and treating addiction, the good news is that addiction can be successfully treated and good employees, when supported through this phase of their lives, inevitably become outstanding employees. In the same way, the most successful people almost always have a story of failure that ultimately propelled them to success and isn’t that what we mean by ‘success lies on the far side of failure’? There are only two things that need to happen for the recovery to start. First, the sufferer must unchain themselves from the grip of denial and second, the employer, friend or supporter must welcome them into a safe place and help them find a new path that releases them from the hopeless, silent darkness.

Choices, Right Now

In life, we make many decisions every day. Some good, some bad, most without necessarily affecting anyone else. Like me, you may not have been aware that one in every ten people around you is suffering actively with an addiction, right now. You mightn’t see it, sense it or even believe it but, in itself, that is part of the sorcery of addiction, the ability to blend in to the undergrowth. You have a choice. You can deny it, pass it off and say ‘I’m alright Jack’ but that’s not a solution. Or, you can read the 5 points Maebh Mullany wants you to think about again and you can begin to make something happen. The choice is yours …. Unlike the victim of an addiction.

3) Focus on the brutal reality of addiction and don’t try to disguise it in clichés such as “it’s the norm” “It’s just their lifestyle”.

4) Ask yourself if you have a detailed, current and informed understanding and policy to deal with addiction in the workplace. If you don’t, get your house in order, fast.

5) Risk assess your business. This is vital, practical and a

gap in many businesses. If there’s a gap, there’s a risk. For example, who is driving for you? Who is operating machinery or even using sharp knives? Who has access to money? Who has access to children? Who is handling vulnerable adults?

Conor Kenny & Associates

Award Winning Professional Development, Training & Executive Learning. Author of: It’s Who I Am. Irish Times Books of The Year 2017. Dancing at the Fountain. Irish Examiner Books of The Year 2016. Sales Tales 2014. www.conorkenny.com

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Bewley's

Q&A with

Jason Doyle is a name synonymous with coffee & tea, Q. Bewley's how have Bewley's lived up to that reputation?

At Bewley’s, we have been producing coffee & tea for 179 years, and during this time, perfecting our craft by listening to the most important people – our customers. The business has grown and developed from its humble beginnings on Sycamore Alley in Dublin, to the home and heart of our brand in Grafton Street, to our global operations across the world in Ireland, UK and in the US. We’re constantly evolving our business model to ensure we are at the forefront of trends and this allows us to retain our reputation as Ireland’s leading coffee & tea company. Innovation, education and training are at the heart of everything we do. We are passionate about coffee and all our products are developed with our customer in mind. All Bewley’s coffee is 100% Fairtrade sourced so not only do we give you the best tasting coffee, but we also ensure that every bean we buy is sourced from co-ops and farms that benefit from every cup.

Q. What do you think the market is lacking?

Sustainability and transparency are hugely important in the coffee industry and it is inherent in our DNA that, as Ireland’s foremost coffee & tea company, we are leaders in this area. In the last 5 years alone, Bewley’s has paid over €1m in Fairtrade premiums, all of which have gone to support marginalised coffee growers in some of the poorest areas of the world. The Fairtrade minimum price ensures growers are paid above the cost of production for their coffee with a 20c premium paid to help growers strengthen their businesses and communities for the long term. We have direct relationships with several coffee cooperatives in Central America (Nicaragua and Honduras), Latin America (Brazil and Colombia) and in India. When we buy directly from these cooperatives we call it our Relationship Coffee. This Relationship Coffee is sourced from specific farms or cooperatives that meet our Ethical, Sustainable and Environmental criteria as well as being the best coffee we can possibly buy based on growing region and taste profile.

how important health and wellbeing are to the Q. Given younger consumer, do they see coffee as a vice?

Coffee, particularly among younger consumers, isn’t just about consumption, it’s about a moment in time & taking a break from the busy world that we all live in. Enjoying a coffee

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is about taking time to recharge and reconnect with yourself or with friends. Given that health and wellbeing has become so important to this younger audience, they are happy to spend time in a place or on an occasion that doesn’t involve alcohol. Socialising over a cup of coffee has become the norm among this demographic. I don’t feel coffee is seen as a vice among this age group but more of a social outlet.

The market is continually evolving and changing, how have Bewley's approached this?

One of the many reasons that I love working in coffee is that it never stands still, there are always new trends emerging and for us it is vital that we remain at the forefront of this. That is why our team includes some of Ireland’s best baristas. Our talented barista team is always bringing new ideas to the table as well as training our ever-growing number of customers to ensure that when you buy a Bewley’s coffee you are only ever drinking a great cup of coffee. In the last 18 months, we have seen a growing demand for our cold coffees, such as cold brew and iced lattes. Coffee is no longer just a hot drink and the warmer weather presents great opportunity for operators who offer a cold, as well as a hot, coffee & tea menu. Another growing trend in the market is the importance of offering ‘free from’ solutions on your menu. Allergy prevalence in Ireland has more than doubled in the past 20 years & as a result we see a growing demand for dairy alternative milks such as soy, coconut and almond. These options should be a staple on all coffee menus.

Bewley's

Today's consumer seems better educated in the coffee realm, how do Bewley's ensure they engage with this educated and knowledgeable market?

We have built such a strong reputation in the industry, not only through our expertise in producing world class coffee products, but also by listening to the consumer. We have conviction in our coffee credentials, barista training and business partnerships & we also ensure that we’re creating products and services that the modern consumers wants and needs.

have been developed include the offset of Scope 1 and Scope 2 Carbon Emissions through the purchase of carbon credits from co-operatives where we buy our coffee, the launch of our 100% compostable coffee capsules and cups, and our partnership with Origin Green, Ireland’s food and drink’s sustainability programme.

We are, and always have been, at the forefront of Irish coffee culture. We were the first to import Fairtrade coffee into Ireland, the first to introduce Cup of Excellence coffees, the first to introduce latte art, the first to roast coffee in-store and the first Carbon Neutral coffee roastery in Ireland. We have educated thousands of baristas over the years, many of whom have gone on to win barista world championships, set up their own coffee businesses or establish themselves as leading lights in the world coffee industry.

Training and education are at the core of our company values - Bewley’s was the first company to create a dedicated Barista Academy in Ireland and to date we have trained thousands of baristas across the island of Ireland. Many of whom have gone on to compete and indeed win at World Championships. In fact, in February, Bewley’s barista trainer Wojciech Tysler, won the most coveted Irish award for baristas and represented Ireland at the World Barista Championships in Boston.

Internally, work life balance and equality has always been something that has been central to the success of the business. A testament to this culture is the longevity of service of our Executive team and the fact that the team is comprised of a majority of female leaders.

Are Bewley's embracing the need for more environmentally friendly and biodegradable products?

We believe in being ethical and responsible in everything we do and conducting our business in a way that improves the health of the planet and the lives of all those we deal with. Since 2006 we have reduced our CO2 emissions per tonne of manufactured product by over 60% and since 2010 we have reduced our waste to landfill by over 80%. We have been involved with Fairtrade Ireland for over 20 years & all of our Bewley’s coffee is 100% Fairtrade certified. We’re proud of our progress but there’s always more work to be done. We constantly review our practices and set new sustainability goals. Whether it’s new low energy usage coffee equipment or a reduction on packaging weight, we are committed to developing new greener products, services and systems. Other recent initiatives that

How important are training and the development of people to Bewley's?

We believe our customers deserve the best service and their consumers deserve the very best coffee experience - through our training programmes we make this a reality.

Why should a client consider Bewley's as a supplier?

In Ireland, we are the market leader in the supply of coffee & tea and the Bewley’s brand is synonymous with quality. When a business offers Bewley’s products on its menu, its customers can be assured of a great experience. There’s an ever-increasing trend towards high quality, coffee consumers want to experiment, try out new bean-types, flavours and brewing techniques. At Bewley’s we do what we say we will do and work closely with our partners to provide the right coffee and equipment solutions that will enhance their customer experience & ultimately grow the revenue that is generated from their coffee & tea sales.

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Chairman Interview

IFSA plans for the future Patrick Clement, Chair of IFSA With its roots dating back to 1965, IFSA has evolved from the original Catering Equipment Association (CEA) to the Irish Foodservice Suppliers Alliance (IFSA) - a body that’s now recognised as the authoritative voice for the foodservice sector in Ireland. Taking the helm as its Chairman in 2019 is IFSA Board Member, Patrick Clement from Pallas Foods. In his first interview as Chair, we sat down with Patrick to learn more about IFSA’s plans for the year ahead and how the organisation is delivering for its members across Ireland.

Q. IFSA is widely recognised as the organisation behind CATEX, with the next event taking place in 2021. What’s next for IFSA in terms of trade events in 2020? Our anchor event has always been CATEX, which is the largest and most progressive foodservice event in Ireland, but at IFSA, we offer so much to our members. We introduced Food & Bev Live as our B-2-B trade expo on the off-year of CATEX and from a small and vibrant event established back in 2009, we have grown Food & Bev Live to be an exciting expo that facilitates networking, sales and is home to a wealth of skills competitions. For 2020 these include Ireland’s First National Pizza Championships, the National Barista Championships, the Irish Cocktail Championships and competitions from Chef Ireland. Taking place on the 4th and 5th February 2020 at Citywest, we’re really proud that Food & Bev Live is now firmly established as a key event in the foodservice, food and drink calendar.

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In addition to these national trade events, IFSA regularly organises valuable member events that discuss and address industry issues. We oversee the growth of the phenomenally successful Chef Network, which now boasts over 3,500 Chef members; we’re working hard to develop a Foodservice Technicians Network, which will aim to promote standards and training for technician professionals and engineers, and we’re just about to launch a Certified Food Service Professional (CFSP) Training Programme in Ireland in association with CESA (Catering Equipment Association UK).

How does IFSA continue to innovate and represent the needs and challenges of its members? Our organisation was built on the values of creating a representative body for the entire breadth of the foodservice industry in Ireland. This was back in 1965 and although we have evolved since then, this central objective is still at the core of IFSA today. In 2012, a strategic review of the organisation resulted in a rebrand, changing our name from the Catering Equipment Association to the Irish Foodservice Suppliers Alliance (IFSA) – this was to ensure our brand was representative of all of those within the Foodservice suppliers’ group. Our common goal is to stimulate our industry and drive our market forward with one voice. We combine our members’ collective strengths, resources and knowledge to represent and protect the foodservice sector in Ireland and through these combined efforts, we address the challenges to our sector. A good example of this is the forthcoming Certified Food Service Professional (CFSP) Training Programme which we’re about to launch. This programme has been established by IFSA and is a response to the needs of the industry. We developed it in association with CESA (Catering Equipment Association UK) and the CFSP training programme will become the industry specific professional qualification for the foodservice industry that’s internationally recognised.

Chairman Interview

Pictured left to right are: Patrick Clement, IFSA Chair (Pallas Foods), Brian McCarthy, Executive Chef Red Cow Moran Hotel and Past IFSA Chairs, Sean Martin (Bunzl) and John Cunningham (Total Produce).

Chef Network was formed by IFSA in 2014. Has it been successful and what impact does it have on industry? Established by IFSA directly as a result of addressing the chefs’ shortage in Ireland and to play our part in nurturing and retaining the skills of chefs in our sector, Chef Network is continuing to grow. It’s been hugely successful and has 3,500 members from all regions and across all levels in Ireland. Under the stewardship of Ruth Hegarty, Head of Community, Chef Network is a vibrant community of chefs – from students right through to Michelin star chefs – who buy into the collective goals of the organisation which are to: 1) Attract and Retain chefs in the industry, 2) Improve standards of training and encouraging greater collaboration with the education sector, 3) Promote and Maintain culinary skills. Chef Network members and the wider foodservice industry benefit from a focal point for job opportunities, discussion forums, suppliers’ directory, brand partnerships and events. Both current and tailored for today’s evolving culture, events include ‘Future proofing Foodservice’, ‘Christmas in Colour pastry demonstrations’, ‘Mindful Kitchens’ and ‘Climate Conscious Menus’. Chef Network is another example of how IFSA continues to innovate and deliver real value to its members, contributing greatly to the future of our industry.

How does being a member of IFSA benefit companies within the sector? The biggest benefit is that members can play their part in shaping the future of their industry. By becoming an IFSA member, your voice will be heard, your ideas considered, and you will have access to solutions and challenges for your business. With hundreds of members, spanning the entire foodservice sector, IFSA members benefit from being part of a strong group of like-minded suppliers and end users whose main aims are to foster stronger relationships

and shape the industry with one collective voice. Unique networking and sales opportunities are vital and members’ benefit from exclusive members’ rates at IFSA expos, including CATEX and Food & Bev Live. Other direct benefits to members include access to a wealth of industry research, market information, legislation and HR articles and information through the IFSA resources area; opportunity to publicise new offers and deals via IFSA channels including Chef Network; company profiles; participation in standards and excellence working groups and automatic membership of EFCEM - European Federation of Catering Equipment Manufacturers. Many of our members have been with the organisation since its creation over 50 years ago, and this speaks volumes in terms of the value which IFSA membership delivers to companies within the foodservice sector.

What’s your thoughts on the challenges ahead for the foodservice sector in Ireland and what role will IFSA play? Being part of a strong organisation that represents members’ interests first and foremost will become increasingly important in the months ahead, especially with BREXIT looming. We are facing unprecedented times but regardless of the outcome, IFSA will tailor its response to adapt to members’ needs. Issues surrounding BREXIT will include consumer confidence, access to produce, prices and the effect on our agri-food industry, but we will ensure our resources area houses the most up-to-date information and events will be structured to offer the best advice that’s specifically tailored for our industry. Also high on the agenda is Sustainability. The growing demands of consumers for knowledge on sustainability within our industry is here. This is something that we as an industry can address and positively integrate within our businesses. That’s why we have partnered with Bord Bia to deliver a ‘Future Proofing Foodservice - Chef Supplier Forum’ event in September. The event will cover Sustainable Sourcing, Tackling Waste and Achieving Efficiencies - an incredibly beneficial event that’s been created by IFSA to offer important advice and solutions for members. IFSA is here to serve its members and we’re committed to driving our industry forward in the years ahead, regardless of the challenges that come our way.

IFSA welcomes new members from across the Foodservice family and associated industries. For more information on membership, please see www.ifsa.eu.com or contact louise.mcloughlin@ifsa.eu.com Food & Bev Live takes place on 4th & 5th February 2020 at Citywest, Dublin. See www.foodandbev.ie for more information.

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Fáilte Ireland Industry News

'Taste the Island' line-up is revealed Irish TV presenter Angela Scanlon recently revealed the line-up for the much anticipated Taste the Island programme, a 12 week celebration of Ireland’s seasonal ingredients, adventurous tastes and bold experiences taking place this September, October and November. The programme includes more than 600 food and drinkrelated events and experiences across the country, along with a new all-island marketing campaign. ‘Taste the Island’ is an all-island initiative that will significantly enhance Ireland’s reputation for its food and drink experiences. It is a three-year programme developed by Fáilte Ireland in conjunction with Tourism Northern Ireland and Tourism Ireland. Paul Kelly, CEO, Fáilte Ireland said - “Food and drink play an intrinsic role in the visitor experience and account for 35% of overseas tourism revenue – this equates to €2bn, making it a critical contributor to the strong exchequer returns the tourism industry delivers. Indeed, our own research tells us that tourists are not always aware of our high-quality produce and sustainability credentials around our food and drink before visiting here. ‘Taste the Island’ aims to address this lack of awareness, which will in turn play a role in visitors' destination choices and contribute to their experience of Irish culture. Furthermore, scheduling ‘Taste the Island’ across Ireland’s off-peak season will give Irish tourism businesses across the country the opportunity to leverage a greater share of tourists during traditionally quieter periods." Find out more about ‘Taste the Island’ at: www.failteireland.ie/taste-the-island

Irish TV presenter Angela Scanlon, Joan O Shaughnessy, Chairperson, Tourism Ireland, Paul Kelly, CEO, Fáilte Ireland and Naomi Maite, Director of Marketing, Tourism Northern Ireland at the launch of the Taste the Island programme.

Taste the Island’s three-year programme will illustrate how many unique and exciting ways holidaymakers in Ireland can experience local produce under five pillars.

Preparing for Brexit With the Brexit deadline fast approaching, Fáilte Ireland is urging tourism businesses to be ramp up their preparations. The National Tourism Development Authority’s 2019 Brexit Response Programme has been designed to help businesses to assess risks, respond to changes, improve their channel mix and diversify into other markets in light of the challenges facing the sector. The first step for any business looking to prepare for Brexit is to complete the Fáilte Ireland Brexit Readiness Check on www.failteireland.ie/GetBrexitReady. It takes less than 10 minutes to complete and provides a really useful report that shows how ‘Brexit ready’ a business is as well as practical advice on what businesses can do to further prepare for Brexit and what Fáilte Ireland supports can help them.

Members of the local South East tourism industry at a recent Fáilte Ireland Brexit workshop to help drive market diversification and commercial growth at the Riverside Park Hotel, Enniscorthy.

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Fáilte Ireland Industry News Pictured is Fáilte Ireland CEO Paul Kelly and Waterways Ireland Acting CEO John McDonagh who met to discuss the Strategic Partnership Programme which has been agreed by both organisations.

Developing tourism along Ireland’s Inland Waterways Fáilte Ireland CEO Paul Kelly and Waterways Ireland Acting CEO John McDonagh recently met to discuss the Strategic Partnership Programme which has been agreed by both organisations. The Strategic Partnership Programme, signed between Fáilte Ireland and Waterways Ireland, primarily focuses on the delivery of a programme of works to improve the quality of the visitor and user experience along Waterway Ireland’s waterways in Ireland including the Barrow Navigation; The Royal Canal; The Grand Canal; the Shannon-Erne Waterway and The Shannon Navigation for recreational purposes. All projects identified will complement the key brand experience propositions: Ireland’s Ancient East, Wild Atlantic Way, Ireland’s Hidden Heartlands and Dublin.

Fáilte Ireland CEO Paul Kelly said: “This Strategic Partnership Programme with Waterways Ireland is one of a number of partnerships that we have developed in recent years to maximise the tourism potential of our country’s best assets. The waterways are a key part of the tourism offering in rural Ireland and the Dublin region. Unlocking the incredible tourism potential of waterways such as the Shannon River which flows through so many rural communities will mean generating a huge number of opportunities and growth in local economies.”

The search is on for the Best Health and Well-Being Tourism Destination in Ireland Fáilte Ireland is searching for emerging destinations providing a ‘health and well-being’ tourism experience as part of the European Destination of Excellence (EDEN) Awards. EDEN is an EU project promoting sustainable tourism development across the European Union and is currently held every two years in 29 member states. Applications are now open to find a destination in Ireland offering a sustainable and well-developed health & well-being tourist experience characteristic of their region with a potential to grow visitor numbers. The closing date for entries is 4pm on Friday, 27th September, 2019. For full competition details, please email eden.helpdesk@failteireland.ie.

Further detailed information on the articles above is available at : www.failteireland.ie H&RT AUGUST/SEPTEMBER 2019

Chef Network

KITCHEN CULTURE Meet the chefs & teams of Ireland’s professional kitchens, with Chef Network The Chef Network community brings together chefs at all levels from all sectors across Ireland. In a Hotel & Restaurant Times regular column we meet some members and hear from them what inspires and motivates them, their career challenges and opportunities, and how they believe we can improve the industry.

In this edition, we meet

Susan Bell, Operations Manager at Wowburger

Why did you become a Chef? Ever since I was young, I’ve always been passionate about cooking. My mum and nana were both very good home cooks and so I would spend a lot of time with them in the kitchen. Whenever we would go over to my nana’s house on the weekends, she would always have a batch of scotch tablet or coconut ice made for us. Both of my parents worked and during the week it would just be me and my sisters after school. I would always volunteer to cook dinner, I always loved looking up recipes and trying new dishes. By the time I was 14 I was adamant that I wanted to go to college and train to become a chef. What was your path to where you are today? All my sisters went to university and with both of my parents being schoolteachers, it was decided that if I wanted to pursue cheffing as a career I would need to take a more ‘safe’ approach. This is how I ended up studying catering management in college. Determined to become a chef I decided to pursue a cheffing qualification alongside my diploma. I would work part time in a kitchen at weekends and use the experience to sign off on practical work for the course. The college were very supportive and helped me pursue both options. By the time I was 18 I had decided to move to London. Coming from Coventry this was a big change for me, but something I felt I needed to do. I had it in my head that I needed to work in a high-end hotel at a 5-star level in order to be the best. I was offered a position to work in both The Hyde Park Hotel and The Savoy, at the time Hyde Park seemed less daunting and so I chose to start here, the additional accommodation for staff also helped make the move easier. After 6 months of working in the banqueting kitchen at Hyde Park I was approached by a member of Marco Pierre White’s team. He had a 3 star Michelin restaurant in the hotel at the time and wanted me to come and work for him. I started working for Marco when I was quite young and had little to no knowledge of fine dining. Although I only stayed for a year, the amount that I learned in that time was huge. I loved the discipline in the kitchen, the attention to detail and I think this would go on play a very large part in making me the chef I am today. From Marco’s restaurant I move to L’Oranger with Marcus Waring. This is where I gained a huge amount of skills, not only in the kitchen but also on how to lead a team. Marcus was a very good mentor to me and taught me so much about how to treat your staff. It was a 26

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tough decision to leave but I knew I wanted to travel, and this was the right time. Myself and my partner first travelled to Ireland, where I worked for Kevin Thornton in Portobello. We ended up never travelling past Ireland, as we both loved it so much. During my time with Kevin I learned so much and received a huge amount of support from him when I decided to make the move back to the UK. After returning home I worked in a variety of establishments including returning to Marcus Waring, Petit Blanc in Cheltenham, a brief stint in Cotswold and eventually working for myself at the local farmers market making desserts. I took a short break from the industry during which time I had my first child. Shortly after we made the decision to move back to Ireland and settle here. Over the next two years I started working in corporate catering. Later we went on to have our second child and after spending just over a year at home with him I decided to look for another job. I found myself applying for a role with The Butler’s Pantry as their head pastry chef. We went on to move to Wexford and back to Dublin over the next few years and I changed jobs a few times in the process. Eventually ending up in Howth Castle Cookery school before being approached by the Press Up group to take on my current role in Wowburger. Ironically, I have never eaten a burger in a fast food restaurant until I started working here.

“

There’s a great belief that anything is achievable with the right team

Chef Network

“

Learn from your mistakes. Make them once, then don’t make them again

What is the most important ingredient in your success to date? I’m passionate and I care about what I do. I’m lucky enough to be in catering now for 27 years and I still love it as much today as I did when I started all those years ago. Don’t ever stop learning. You are capable of anything you put your mind to. Whatever role I’m in I always give it my best, it doesn’t matter what I do, I do it to the best of my ability. Mistakes happen, that’s okay but learn from your mistakes. Make them once, don’t make them again. Tell us about the team you work with. I’m lucky enough to have an amazing team that we’ve spent the last two years building. I like to know that my team are capable. At the moment I oversee 6 venues, I like to work quite closely with the teams, one day I could be in meetings with head office and the next I could be on the line with the crew so it’s important for me to know that my teams are capable of keeping things moving while I’m away. Which they do, we have some truly amazing staff. I always want our staff to feel like they have an opportunity to progress with us. Everyone is given an equal opportunity to grow, we’re always looking for the potential in our team. We like to cross-train our teams, meaning that everyone is trained on all aspects of the restaurant, from serving to cooking and everything in between. There’s no front-of-house and back-of-house, we’re all one team.

“

Learn from your mistakes. Make them once, then don’t make them again

Have you seen a negative side to the industry? Not as such, for me the days of staff being screamed at by the head chef and things being thrown at you are long gone. I’m disgusted in this day and age if I hear rumours of it still happening. It’s hard work but you don’t go into catering for any easy life. The Chef Network Kitchen Charter aims to create a positive and nurturing work environment in kitchens. Which point(s) on the charter do you feel are most important and how do you implement these in your own kitchen/business? Building a positive and encouraging environment I think is one of the most important factors in the kitchen. All staff deserve to be listened to

and their feedback taken on board. Half the battle for me as a manger is the team seeing me working with them, I find even if it is 2 hours a month on a busy lunch then it gains me huge respect from my staff. Also making sure managers roster fairly, that their staff are getting in rotation the weekend off or get to go early, so it’s not the same person all the time to do everything. If there is an issue or a bad atmosphere, I would approach the team and get straight to the point. Pinpoint where the friction is coming from. More often than not the problem is something that’s easily fixed, the bigger issues come up when the problem is allowed to build. It’s important to check in with your team and see how they’re feeling. What is the most important lesson you have learned about being a leader in the kitchen? The most important thing for me about being a leader is to lead by example. If I’m asking a member of my team to do something, it’s something I’ve done in the past. Don’t expect your team to do work you wouldn’t do yourself. The team need to know that I’m in it with them, I’ll often come into the restaurant and work on the line if that’s what the unit needs that day. You need to have a good overview of your team and who works best doing what. Don’t employ someone for the sake of it, wait till you get the right person for your team. I always look for people that have a good attitude and people skills, these are things that are hard to instil in a person but are vital to a team. While you need to look after your team you also need to look after the needs of the business. Otherwise they will be out of a job. For the team to be at its best everyone on the team needs to feel comfortable speaking up. Point out the issues you see arising so that we can work on them and move forward together.

BEING A CHEF….

What I love most is…. that you learn something new every day. What makes me most proud is… seeing a member of my team grow and do well. The key skills or traits to have in this job are… discipline, attention to detail and the ability to care and work hard. We can create a better workplace by… caring about our team and their work/life balance. My advice to chefs starting out is… Don’t give up, the bad days are far fewer than the good days. Always be open to learn. My greatest mentors have been… Marcus Waring, Kevin Thornton and my current employers My biggest inspiration would be... My work colleagues How to keep or attract staff… ensure there is career progression if that’s something they want. Treat them how you would like to be treated yourself. Work on your own people skills. I often find staff who want to move up are struggling to do so as they lack the people skills. They find it hard to read other staff or members of the team. This is a vital skill for anyone who wants to go on to lead a team. Ensure you are always training and supporting staff to be the best they an possibly be.

Future Proofing Foodservice Seminar 16th September – Thinking House at Bord Bia, Dublin

Designed to bring suppliers, industry and chefs together to discuss how we can all work together to be more sustainable. Presentations and case studies from chefs leading the way in sustainability, panel discussion with industry leaders, followed by a supplier showcase.

Chefs and Employers, have you seen our Kitchen Workplace Charter? JOIN US! Visit www.chefnetwork.ie for more info and booking.

Join CHEF NETWORK free today at www.chefnetwork.ie to connect, communicate and collaborate with your chef community H&RT AUGUST/SEPTEMBER 2019

Tourism Ireland

Tourism Minister Shane Ross launches Tourism Ireland’s €12M autumn campaign Tourism Ireland and Tourism Minister Shane Ross TD have launched a €12 million, multi-media autumn campaign, to boost lateseason travel to Ireland from around the world. The September to December period usually yields as much as 30% of our annual overseas tourism business. A key objective for Tourism Ireland is to drive more overseas tourism business to our regions, throughout the off-peak and shoulder season months.

Tourism Minister Shane Ross; Rishika Korada (from San Francisco); Joan O’Shaughnessy, Chairman of Tourism Ireland; Avantika Tiwari (from India); and Niall Gibbons, CEO of Tourism Ireland, at the launch of Tourism Ireland’s Autumn Campaign 2019.

• Addressing the challenges of Brexit Brexit remains an ongoing challenge for Irish tourism – giving rise to consumer concern, particularly in Britain and some Mainland European countries. The fall in the value of sterling has made holidays here more expensive for British visitors – and has made Britain more affordable for visitors from many of our top markets. Therefore, attractive offers for good value fares and packages are a major focus for Tourism Ireland’s autumn campaign – in Britain and in other markets. An extensive programme of co-operative promotions with air and sea carriers, online travel agents, as well as traditional tour operators and travel agents, is either under way or in the pipeline.

• Major focus on off-peak travel to the regions of Ireland Tourism Ireland’s autumn campaign will incorporate a major focus on attracting visitors to more rural areas and our less visited attractions and locations, between now and the end of 2019. It will highlight the many reasons to come here – including festivals and events taking place over the coming months like the new Púca Festival, the Galway International Oyster Festival, Lisdoonvarna Matchmaking Festival, Savour Kilkenny, Cork Jazz Festival, Wexford Festival Opera and New Year Festival (NYF) Dublin. Highlights of Tourism Ireland’s autumn campaign include: • Taste the Island international launch with celebrity chef Clodagh McKenna, at her home in Broadspear House in Highclere Park: Tourism Ireland will undertake an extensive programme of activity around the world to highlight the exciting new Taste the Island initiative. • Fill Your Heart With Ireland: Tourism Ireland’s ‘Fill Your Heart With Ireland’ campaign continues to roll out around the world this autumn. The campaign is back on TV, on catch-up TV sites, in cinemas, in prominent outdoor locations, as well as on digital and social platforms – reaching millions of potential visitors in our major markets. • Capitalising on the Rugby World Cup in Japan: the island of Ireland will be promoted to key Japanese tour operators, travel agents and travel journalists at two events – a reception in the residence of the Irish Ambassador in Tokyo on 27 September; and an event in Fukuroi, in advance of the Ireland v Japan match, on 28 September. • Focus on Ireland’s Ancient East in France: an extensive outdoor ad campaign will promote Ireland’s Ancient East to French holidaymakers, with a new video running on more than 300 digital screens in busy train stations, metro stations and outside travel agencies around Paris. • Sales blitzes to the US and Canada: Tourism Ireland will target hundreds of travel agents on the west coast of the US – in Seattle, San Diego and San Fernando Valley; and in Canada – in London (south-west Ontario), Ottawa and Montreal. • Highlighting ‘Luxury Ireland’: Tourism Ireland will showcase our luxury tourism offering at various promotions and events – including ILTM (International Luxury Travel Market) in Cannes, the Private Luxury Forum (PLF) in Montenegro, a luxury sales mission to the UAE and a showcase event in Paris for luxury French travel buyers. • Flavours of Ireland: a B2B workshop will target business from our long-haul markets through influential UK-based inbound tour operators. • World Travel Market 2019: Tourism Ireland will mount a significant presence at World Travel Market (WTM) in London, the largest B2B event in the global tourism calendar; around 70 tourism companies from the island of Ireland will attend. Tourism Ireland’s autumn campaign is being rolled out in North America, Mainland Europe, Britain, Australia and emerging tourism markets.

40,000 Italians read all about Ireland

A popular Italian travel magazine, called In Viaggio, dedicated its latest issue to the island of Ireland and was read by around 40,000 Italian travellers – or potential holidaymakers for Ireland. Tourism Ireland in Milan, in conjunction with Fáilte Ireland and Tourism NI, invited journalists from the magazine to visit this spring and during 2018. The resulting ‘Irlanda 2019’ edition featured stunning photography throughout and some great articles – including “The most beautiful Irish villages in Kerry and West Cork”, “The Kingdom of Game of Thrones” and “Donegal: the artisans of tweed on the northwest coast”, as well as information on Dublin, the Midlands, Ireland’s Ancient East, great food, cycling and walking.

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Tourism Ireland

Ireland wins ‘most promising overseas destination’ award in China Ireland has won a ‘most promising overseas destination’ award at a travel summit in China. The award was presented to Tourism Ireland at the V-Influence Summit in Chengdu, organised by Sina Weibo – the hugely popular microblogging site, often described as the Chinese version of Twitter. The event was attended by hundreds of influencers (many of those attending have more than one million followers each), travel journalists and travel professionals from across China. At the ceremony, Ireland was named one of the ‘most promising overseas destinations’ in the world, along with countries like Argentina and Peru. The award was presented for Tourism Ireland’s activity to raise interest in the island of Ireland among Chinese travellers on social media. Tourism Ireland has around 176,000 Chinese followers on Weibo, up around +11% since the beginning of this year; the organisation also has thousands of followers on other social platforms like WeChat and TikTok. Around 61% of Chinese travellers seek opinions online before selecting a holiday destination and half of all destination planning is done on mobile devices – so, a key objective for Tourism Ireland is to raise awareness of Ireland through digital and social media. Elfie Yang and James Kenny, both Tourism Ireland, are pictured at the Weibo V-Influence Summit.

Showcasing Ireland in Florida Nine Irish tourism companies joined Tourism Ireland in Florida, for the annual Global Travel Marketplace (GTM). GTM Florida is a three-day event, involving a programme of bespoke one-to-one appointments and networking sessions. Tourism Ireland’s sponsorship at GTM 2019 also included a lunchtime presentation dedicated to Ireland. The event offers an excellent opportunity for the Irish tourism enterprises to meet, and do business with, top-producing and influential travel advisors from North America – including representatives of travel consortia like Virtuoso, Signature and Amex. Pictured at GTM are Ruth McCarthy, Inchydoney Island Lodge & Spa; Paul McDonagh, Tourism Ireland; Debbie Moran, Fáilte Ireland; Bekah Molony, Tourism Ireland; Ruth Vaughan, The Savoy Hotel Limerick; Hillarie McGuinness, Tourism Ireland; Lisa Marshall, Lough Eske Castle; presenter and MC Colin Hamill; Eimear Winters, Castle Leslie Estate; Siobhán O’Sullivan, Mount Juliet Estate; Michelle Maguire, Ireland’s Blue Book; Fiona Delahunty, Griffin Group; Tracey Flinter, Pearse Lyons Distillery; and Eamonn McEneaney, Waterford Treasures.

Spotlight on Galway 2020 in Milwaukee The annual Milwaukee Irish Fest – the largest celebration of Irish culture and heritage in the United States – took place recently on the shores of Lake Michigan in Wisconsin. The four-day festival, which has a huge audience of more than 130,000 visitors, was an ideal opportunity for Tourism Ireland to showcase Ireland as a superb holiday destination. This year’s festival was also an excellent opportunity to shine a spotlight on Galway 2020 – as part of Tourism Ireland’s programme of promotions to highlight Ireland to its ‘culturally curious’ audience in the United States. And, TradFest artists performed at the festival – encouraging those who saw them perform to come and experience Dublin’s TradFest for themselves. Tourism Ireland’s message is that events like Galway 2020 and TradFest will offer American holidaymakers a superb cultural and artistic experience. Ciarán Cannon, Minister of State for the Diaspora and International Development, attended the festival, where he met with the Tourism Ireland team and the delegation of tourism enterprises from Ireland who attended this year’s festival.

Brian O’Brien, Irish Consul General to Chicago and the Midwest USA; Ruth Moran, Tourism Ireland; Claudine Murray, TradFest; Billy Condon, Tourism Ireland; Minister Ciaran Cannon; and Patricia Philbin, Galway 2020, at the Milwaukee Irish Fest. H&RT AUGUST/SEPTEMBER 2019

Guest Experience

Guestline’s Top 5 ways to Maximize the return on your technology investment

Budget season is fast approaching and while it might not be the most exciting task, it’s imperative that hotels make their budget work harder for them. From the chef wanting a new oven to the front desk needing new technology, bringing together that culmination of all your team’s needs and aspirations, it can be difficult to really know what will deliver the biggest returns in 2020. As the future becomes more technologically advanced, now it is time to instil change, embrace it and invest in it. Here Clio O’Gara, Country Manager for Guestline Ireland, the global leader in hotel cloud property management, distribution and digital marketing solutions, outlines her 5 smart ways hotels can make their budget work harder for them.

1. Make the Investment…

Many hotels are willing to spend money on renovations to their properties, from new carpets to Instagram worthy interiors but are reluctant to spend money on investing in technology to future proof their business. As the beating heart of any property, a PMS effectively automates all important processes at the hotel – a worthy investment with a greater financial return. As a hotelier, you need to have the most optimum technology stack for your business and put the money in your budget for it. Christopher Kenny, Group Marketing Director, Thekeycollections, talks future proofing our business, “We decided to seek a more intelligent way

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to run operations, on the ground, in the heart of our properties. We needed a technology system that allowed us to be agile, flexible and dynamic, one that could give us the tools we needed to have that ‘edge’ over our competitors. Guestline opened our eyes to what was out there in terms of technology and we are delighted to be introducing their Rezlynx PMS system across our properties. It’s important to us that we continually invest in the business, to future proof our operations.”

2. Don’t hold back, trust the experts…

If you have been reviewing your current PMS offering, don’t be afraid or hold back - contrary to belief, implementing a new PMS incurs very little upheaval. Developed by hoteliers for hoteliers, Guestline understands the fear that change, or transition instils in management teams but with new technologies and excellent support staff, you can be up and running in no time. The secret is to not hold back, trust the experts and align your timings to best suit your property i.e. implement before your new calendar year is over (i.e. October) and then benefit at the highest booking time after Christmas – you will have no regrets once you begin reaping the rewards. Aisling O’Donoghue, Front Office Manager at Claregalway Hotel comments: “Guestline use hotel lingo over codes compared to our previous system, this makes the language much simpler to understand and more user-friendly. It’s evident that the system

Guest Experience

was built by hoteliers for hoteliers, Guestline simply gets it and they understand the needs of this ever-changing industry.”

3. Remove unnecessary frustrations…

As hoteliers, we understand the operational frustrations experienced at hotels, but, through advancements in technology, i.e. a cloud-based PMS and open API integrations, these frustrations can be alleviated with automated processes and an enhanced (and more profitable!) guest journey. With a PMS, hotels can achieve maximum profitability by observing guest trends and demands, can make the most of existing bookings by tracking guest preferences and upselling, empower the hotel with reputation management tools and with better distribution, can assist the hotel with enhanced exposure.

4. Ensure your investment delivers ROI…

If you feel you are ‘stuck’ with an old, outdated PMS, now is the time to start conversations. PMS systems have advanced leaps and bounds since the last time you perhaps considered it. With many balls to juggle come budget time, choose a technology platform that works harder for you and will give you a return on that investment. With regular enhancements and new developments, at Guestline, you don’t have to worry about your technology going out of date and with no licence fee per person, you can have as many users you like using the system. A cloud platform not only removes unnecessary hardware, but it allows you to centralise systems across multi properties and a unique open API platform seamlessly integrates with leading thirdparty products, allowing you to tailor the system to suit your needs.

5. Base your decision on proven results…

Do your research, choose wisely, listen to industry colleagues and discuss their experiences. Identify what it is you need from a PMS and what your expectations are and above all, be open-minded to new technologies and advancements in the market. The world is your oyster in terms of maximising on rooms, profits, time saving and enhanced employee engagement etc. At Guestline, we have been delivering the brand’s marketing leading Rezlynx PMS globally, and to over 80 properties in Ireland. In just under two years, we are delighted to have built lasting relationships with clients including thekeycollections, Claregalway Hotel, Loughview Leisure Group, Knightsbrook Hotel, Breaffy House Hotel, Gleneagle Hotel, Green Isle Hotel, Virginia Park Lodge, Annebrook House Hotel, Shannon Springs Hotel, Beresford Hotel and No7 to name a handful. By introducing Guestline to their properties, these hoteliers now have the freedom to tailor the experiences that work for their guests and allow them to stand out in an increasingly crowded accommodation marketplace. At Guestline, we believe in substance and results over superficial style; to find out more on how you can achieve ROI on your technology investment, visit https://www.guestline.com/roi/

www.Guestline.com

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Fáilte Ireland Interview

Preparing for

Brexit Martina Bromley,

Head of Enterprise and Hospitality Development at Fáilte Ireland Martina Bromley, Head of Enterprise and Hospitality Development at Fáilte Ireland speaking at one of a series of Taste the Island industry workshops that took place across the country earlier this year

While it is still difficult to quantify the range and scope of impacts that Brexit will have on the tourism industry, Fáilte Ireland research has shown that it is the number one concern amongst businesses. Ahead of the approaching Brexit deadline, Martina Bromley, Head of Enterprise and Hospitality Development at Fáilte Ireland spoke to Hotel & Restaurant Times about what the National Tourism Development Authority is doing to combat the challenges that lie ahead. “2019 is shaping up to be a challenging year for the tourism industry,” says Martina. “We have estimated that the fallout from a hard Brexit could cost more than €380 million to the sector and Brexit is already having a negative impact. For the border counties, the sharp drop in Sterling is affecting not only the numbers of Northern Ireland visitors travelling but the amount they’re spending. Some businesses are recounting a drop of over 30% in leisure business from this market”. And it is not just the border counties that are seeing a decline in business says Martina. “Recent Fáilte Ireland research showed that apprehension is strong in all areas of the country, not just in northern counties. The rate of growth for tourism is softening and with many other challenges on the horizon for the tourism sector, we must work together to sustain Ireland as a high-quality and competitive tourism destination”. Speaking about Fáilte Ireland’s Brexit Response Programme, Martina says “As the National Tourism Development Authority, it is our role to

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A Fáilte Ireland Industry Brexit Advisory Group meeting support the tourism industry. We work closely with the Department of Transport, Tourism and Sport (DTTAS) and Tourism Ireland and look at how we can support the industry through development programmes, our regional experience brands (Wild Atlantic Way, Ireland’s Ancient East, Dublin and Ireland’s Hidden Heartlands), marketing, research and insights and commercial development. “Our key message for tourism businesses is to ‘prepare and diversify’ and we have a range of business supports to help tourism businesses to assess risks, respond to changes, improve their channel mix and diversify into other markets. This year, we invested €5million in our ‘Get Brexit Ready’ programme, in commercial development to target overseas buyers and on new marketing campaigns, to support the tourism sector as it prepares for Brexit,” says Martina. The National Tourism Development Authority has also formed an Industry Brexit Advisory Group with members from industry groups such as the Irish Hotels Federation (IHF) and the Irish Tourism Industry Confederation (ITIC) along with tourism businesses to not only sense-check the initiatives and programmes they are delivering to industry to combat Brexit, but also to gather suggestions on how we can collectively ensure that our industry is as prepared and resilient as they can be. “Our Industry Brexit Advisory Group meetings are very productive,” says Martina. “The areas of competitiveness and rising costs are a real challenge for the tourism and hospitality industry and the urgency of Brexit demands immediate focus and attention, so Brexit initiatives need to be tactical and proactive.”

Fáilte Ireland Interview

The first step for any business looking to prepare for Brexit, according to Martina, is to complete the Fáilte Ireland Brexit Readiness Check - it takes less than 10 minutes to complete and provides a useful report that tells businesses just how ‘Brexit ready’ they are. More than that, it also provides practical advice on what businesses can do to further prepare for Brexit and outlines what Fáilte Ireland supports can help them. “Business planning and market diversification are a core part of our Fáilte Ireland business supports package” says Martina. “By diversifying into other markets, businesses can spread risk. Our Market Diversification Programme helps the industry to do business outside of European markets such as North America and emerging markets such as China, by ensuring that they have the necessary knowledge and are properly resourced.” It is, says Martina, all about up-skilling industry to have the right expertise to approach, contract and negotiate with new markets, new channel intermediaries and new segments. China is one of the fastest-growing outbound travel markets in the world and Fáilte Ireland is working with Irish tourism businesses across the country to help them capitalise on this growth by training them in how to meet the specific needs of the Chinese visitor with special China Ready programmes. According to Martina, Chinese tourists are different to traditional holidaymakers and offering the right kind of service is crucial to success within this market. “Across our range of business support programmes, we have worked with over 2,875 tourism and hospitality businesses to date, with over 7,000 participants taking part" says Martina. "Our trainers and mentors are experts and their thorough approach encourages businesses to ask themselves the right questions (what is the best market to look at? how do these markets engage? what type of offering are these markets looking for?) while offering their wealth of expertise.” Surely in light of the challenges for the industry, particularly increased operating costs, our competitiveness is going to be an issue this year and in the coming years. “Yes,” says Martina, “we are aware that our value-for-money ratings have dropped – from an all-time high in 2015 back to 2013/2014 levels. Overall though, when we talk to international buyers, we are still considered a good-value destination. It is important to remember that we are not seen as a low-cost destination, we are a premium offering.”

Martina Bromley, Head of Enterprise & Hospitality Development at Fáilte Ireland presenting Fáilte Ireland’s Service Excellence Business Award to Geraldine Brooks, Director of Visitor Experience at EPIC “Our hospitality sector is generally very well regarded by international buyers and visitors in terms of the quality of the service and experience they get. Our Accredited Service Excellence Programme is all about strengthening competitiveness and helping tourism businesses to provide an experience that differentiates Ireland from its international competitors. It has been hugely successful in helping tourism and hospitality businesses to win business on the back of the overall visitor experience, encouraging positive recommendations and additional repeat business.” Fáilte Ireland also recently launched the ‘Taste the Island’ initiative, taking place this September, October and November, which aims to improve Ireland’s reputation for food and drink. “This is the first all-island initiative - we are working with Tourism Northern Ireland and Tourism Ireland on a three-year programme” Martina says. “Tourism and hospitality businesses, stakeholders and industry groups are really getting on board with it and we have over 700 businesses signed up to be involved and along with many food and drink experiences, have over 60 events planned for 2019 to showcase our world class food and drink product. Taste the Island will be the biggest promotional and marketing campaign that Fáilte Ireland has delivered in the last number of years.” It wasn’t an idea that came out of the blue, of course - it was a response to Fáilte Ireland’s Food Strategy 2018-23 and an expressed desire from the hospitality sector in Ireland for a large-scale platform for Ireland’s food and drink offering. When the tourism industry pulls another exciting rabbit out of the proverbial hat, the obvious question is: Will Fáilte Ireland continue these kinds of initiatives in the future? The answer is almost certainly yes as it is such initiatives that are now part of the DNA of the National Tourism Authority: “Fáilte Ireland’s strategic plan will see continuing investment in ideas, innovation, attractions, activity businesses, events, tourism festivals of scale and the marketing and promotion of Ireland’s tourism product,” says Martina. To complete the Fáilte Ireland Brexit Ready Check and find out more about Fáilte Ireland’s range of Business Supports, see www.failteireland.ie/Supports

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Here’s some ideas to help you get started:

ACT RESPONSIBLE THINK SUSTAINABLE

• Being more sustainable Does not mean a lesser guest experience. In fact, it’s quite the opposite! Guests want to stay in hotels that care about the environment.

Presents Eco-friendly Ideas to implement in your Hotel Today. There may still be four months to go, but 2019 has already been a big year for sustainability. Businesses are evolving and working hard to improve their environmental footprint.

•There are many opportunities to make the hotel bedroom & bathroom more sustainable For example, replacing your bathroom toiletries with bottles made from PET plastic is a great start, or even consider moving to pouches. Their squeezable tube design will eliminate product waste whilst also reducing your plastic use by up to 70%

The hospitality industry is no different and hotels, restaurants, coffee shops and food service operators are more mindful than ever of their impact on the environment, and are looking for ways to improve their processes, reduce their waste and provide more sustainable products and services for their customers. Consumers have never before been so engaged in sustainability. Sir David Attenborough’s under-water documentary series Blue Planet was the UK’s most watched TV show of 2017 with 14 million viewers and other mainstream programmes have followed, highlighting the public interest in knowing more about our environment. The recent Amazon forest fires are also, rightly, making front page news globally, something that wouldn’t have happened a decade ago.

Fires along the Rio Xingu Brazil

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Geneva Green 30ml PET bottles

• Ta l k t o y o u r e m p l o y e e s Enabling them to use tools to operate more sustainably: Ensure your housekeeping team have recycle bins on their trollies so they can then easily recycle all newspapers, wrappings, plastic bottles and cardboard packaging from rooms. Transparent bin liners make it easier to see recyclables in bins too.

NEWS MAGAZINE

Paul Costelloe LACE pouches & Anyah Doypacks 1

• Look for ways to reduce or avoid single-use plastics We can now supply slippers with a simple paper band rather than a single-use plastic covering. There are also many refillable dispenser options available, which still give the look and feel of luxury for bathroom toiletries whilst significantly reducing product and packaging waste. We also have reusable bamboo bags for hair dryers and laundry bags, not only do they reduce plastic waste, but also maximise and enhance the guest experience.

RITUALS CARES Our pillars of sustainability

Open toe slipper with paper band & Reuseable Bamboo Laundry bag

• Operational efficiencies S aving the planet also helps the bottom line. Do a walk-around your hotel at different times of the day and note where lights could be turned off or where other appliances are not needed.

We care about your personal well-being as much as we care about our planet. By passionately looking after both, we believe we can pave the way to a more sustainable world. We work hard in all areas to protect and preserve the environment. Every effort is made to limit our footprint on Mother Earth.

• Communicate, always! Let your guests know the changes you have made and ‘the why’ behind them. A simple tent card in the bathroom or bedroom sharing your sustainability message and the various innovations within the bedroom will ensure guests know that they are staying in a hotel that cares about the environment. Also share your sustainability initiatives with your staff: employees want to know that they are contributing to a more eco-friendly environment and will be proud to play their part.

Limiting Waste - Reduce, Reuse, Recycle Giving back - Attitude of gratitude Clean and safe - No Nasties Cruelty Free - No animal testing

sible. espon ble. Act R staina u S k Thin

Act Responsible. Think Sustainable.

Act R espo nsible Think . Susta inable .

SUST SUSTAINABILITY AINA PRODUCT BILIT GUIDE PRODUC Y T GUID E

Y BILIT T AINA SUST PRODUC IDE GU

For more information on our sustainable products contact us on rafsales@bunzl.ie or Tel: 028 3025 2205 ROI: 048 3025 2205

Tent cards - sharing sustainable messages

NEWS MAGAZINE

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Java Republic

Java Republic Premium Coffee & Organic Tea for Hotels & Restaurants Irish consumers tastes and expectations have evolved significantly in the last few years. Every consumer knows that they deserve real, fresh coffee and tea no matter where they are. Hotels and restaurants need to adapt their hot beverage offering to cater for this, throughout all facets of their business. Perhaps you are a hotel manager looking for a way to keep your guests on-site rather than them leaving to find a decent cup of coffee? Or maybe you are a restaurant owner who wants the perfect cup of coffee or tea to pair with your delicious food offerings? Java Republic have the perfect options to suit you. Celebrating our 20th anniversary this year, we are paving the way when it comes to offering consumers the quality they expect and deserve. The last year alone has seen us partner with some renowned players in the industry, each of whom have recognised just what we can offer and have trusted us to help grow their hot beverage sales.

Why do our partners choose us?

Just one of the reasons is our commitment to sustainability. We are very proud to say that we are the first purpose-built carbon neutral roastery in the world. Our ethos is “Coffee With A Conscience” and we work hard to protect that each and every day. All of our staff members are true patrons of sustainability, constantly looking for new ways in which we can improve. We were one of the first in Ireland to introduce compostable cups, which are now the only type of takeaway cups you will see in our cafés. We have been members of Origin Green since 2012 and are continually working with them to deliver on our sustainability goals. Not only that, but you can be guaranteed that our coffee is ethical, without compromise. We work closely with coffee communities worldwide,

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giving back to the farmers that we get our beans from. For example, in Rwanda, we pay the contributions of the farmers and their families to the national health insurance scheme. We also engage in carbon offsetting which allows us to get involved with worldwide environmental projects. The current project we are partnering with is working to protect parts of the Peruvian Amazon from deforestation. It is helping to protect indigenous tribes as well as endangered species of plant and animal. Aside from our passion towards the environment and CSR, by partnering with us you can simply be guaranteed the best cup of coffee or tea, along with unparalleled service and support. We can work with you to create a bespoke hot beverage offering for your hotel or restaurant. Everyone’s tastes and expectations are different, therefore we will sit down with you to find the solution that suits your specific customer base. Once we have found that, we will then provide you with SCA accredited barista training, so that you can ensure that how your coffee is served does justice to our award-winning blends. We have also recently redefined our tea offering to coincide with changing consumer trends. Our range of 100% organic teas are selected specifically with your customers in mind and carefully aligned with the different moods, feelings and needs of consumers. So whether you want to offer your customers a refreshing herbal tea in the morning to invigorate, or you want to offer something calming and soothing to complement a relaxing spa treatment, the choice is endless. All of our teas are served in beautiful silken tea pillows which are 100% compostable and packed in biodegradable envelopes.

Java Republic

Some of our notable partnerships include: The iNua Collection

In 2019 we were named as the official coffee and tea partner to The iNua Collection. From 28th June our premium coffee and 100% organic tea began rolling out across all eight of their properties, starting with the Radisson Blu Athlone. Chris Austin, Group Director of Operations at The iNua Collection, said about the partnership: “We’re delighted to partner with Java Republic as our chosen coffee supplier. High quality Coffee Docks are being installed in all our hotel lobbies across the group, giving guests a premium coffee offering throughout the iNua Collection. We chose Java Republic for a number of reasons; taste, quality and consistency are key, and the fact that the coffee is freshly hand-roasted in Ireland really resonated with us. Java Republic is also a carbon neutral company and sustainability is at the core of their ethos. This was a high priority for us, as we also constantly strive for sustainability as a group. Our operations team is very much looking forward to working with Java Republic to train and recruit skilled baristas to serve the best Java Republic coffee to our guests.”

Ballyseedy Home & Garden Centre

In 2018 we were also delighted to partner with Ballyseedy Home & Garden Centre. As the official coffee and tea provider for the awardwinning centre, located in both Tralee and The Wetlands Co. Kerry, we now serve more than 200,000 cups of hand-roasted coffee to their customers per year. Commenting on the collaboration, Managing Director of Ballyseedy, Nathan McDonnell said “Java Republic have transformed the coffee and tea offering that we have here at Ballyseedy Home & Garden Centre. We deal with The Island Beverage Co Ltd. who are the Java Republic distributors in our area. They have really supported us from the beginning, not only when it comes to the product, but with branding, marketing support, quality assurance, service and training”. We have many other notable partnerships in the hospitality industry. Check out the testimonials on our website to see just a selection of them. So, do you want to offer the best coffee in the market? Then what are you waiting for?! Call us today on 01 880 9300 to talk to our experts or send an email to info@javarepublic.com www.javarepublic.com

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The Department of Tourism, Transport and Sport recently met with the Tourism Leadership Group to announce the upward revision of tourism targets in the light of the fact that these targets have already been achieved seven years early. The Tourism Action Plan 2019-2021 that the new Tourism Leadership Group came up with forms the basis of tourism strategy over the coming years. On the face of it, the new targets set for 2025 appear quite modest (revenue figures up 25% from €5.2 billion to €6.5 billion and visitor numbers to increase by 22% from 9.5 million to 11.6 million) but this allows for what Minister Ross refers to as “sustainable growth” in the sector. In the press statement accompanying the release of the figures, the Minister stated that after “a period of exceptional growth which has reinforced the economic importance of tourism to Ireland, what we need to do now is to continue to grow in a manner that is sustainable – economically, environmentally and socially.” He then goes on to describe how the targets are challenging in an era where there is a “tightening” of the tourism market. Indeed, there is much reference in the joint statement by both Minister Ross and his Junior Minister Brendan Griffin to “external forces” over which they can have no control and can therefore only hope and pray that these will somehow be kept at bay.

by Conor Power

Target Revision

Tourism Targets

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There are, in fairness, plenty of variables over which our Government has no control. There’s the Brexit issue for a start. How and when it will play out is anyone’s guess and its consequences – while already largely negative – are yet to be felt.

Tourism Targets

The recent announcement of the withdrawal of Norwegian Air from the transatlantic market underlines just how vulnerable our tourism industry can be to commercial decisions by airlines. While the low-cost airline’s Dublin-North-America routes represented only 10% of the total number of flights, it has still sent shock waves through the industry, which will be felt more in Cork Airport than any other in the country. “The first thing I’d say about the new Government tourism targets is that we’d welcome them,” says Ruth Andrews, Chief Executive of the ITOA (Incoming Tour Operators Association). “It has been one of our recommendations for the Government to revisit those targets in their policy – it’s something that needed to be done so we’re very pleased that they’ve done that.” She is also glad of the fact that the process of arriving at the new targets was done as part of a consultation process involving various actors in the tourism industry, including Eoghan O’Mara Walsh, CEO of the Irish Tourism Industry Confederation (ITIC), of whom Ruth is the chairperson. “What is also pleasing is that the Revenue figure isn’t too far off the mark in terms of the 2025 strategy… they’re looking at a figure of €7.6 billion (with inflation) and we’re at €8.3 billion so we’re not too far off the mark but industry should always be a bit more ambitious than Government in this regard. “So we’re glad that it provides an update in terms of the Government’s policy direction in that they can see where tourism can go and what we can achieve and hopefully that will help more pro-tourism policies to be adopted and hopefully those targets can be achieved.” Pro-tourism policy is important but at the moment, the Government may be accused of speaking out of two sides of their mouth – talking up the tourism industry on one side while on the other, hitting the tourism industry with a sharp increase in VAT. “Industry has had discussions with the Department (of Finance) to ensure that they stay focused on the areas that have the most influence… Obviously the VAT rate is of particular interest, especially in the current climate with the Brexit factor becoming more and more difficult. “We would certainly feel that the reinstatement of a tourism VAT rate is very important and we would still call on the Government to re-think their position on that because a hard Brexit is looking increasingly more likely and, as the weeks go by, it is certainly going to impact on this industry significantly. Just the other week, we launched our Competitiveness Report, which will form the basis and the baseline for our own pre-Budget submission. It highlights the importance of VAT and what the VAT rate helped the industry to achieve since 2011 and now that we’re in the unenviable position of being the highest tourism VAT rate in the Eurozone and given that this year is certainly a choppier year than the industry has experienced heretofore, I think it might help to focus the Government’s mind that reversing that decision that they made last year would be something the industry would very much advocate.”

While the withdrawal of Norwegian Airlines is going to have more of an impact on the regions (particularly Cork Airport), we are well served by a number of airlines to cover the Irish transatlantic routes and it is hoped and expected by many in the industry that those airlines will pick up the lost business that Norwegian will be leaving behind. “Aer Lingus still has a very strong growth trajectory in their transatlantic services over the next two to three years,” says Ruth, “so we’d like to think that that will continue to drive and support growth in the North American market.” Another area of policy that the Government would do well to focus on is that of the coach tour business. The sector has enjoyed strong growth over the last few years, even though this year, it has suffered somewhat, with the load factor being not as good as in previous years. Anecdotal evidence around the country has suggested sporadic behaviour but with September and October to come, there is time for it to recover. There are also some signs of the coach tours sector being down from Britain and the Continent – a phenomenon that is most likely down to competitivity, with other destinations (not least of which is the UK) offering better value at the moment. A tipping point is reached beyond which one is no longer competitive and this sector is an example of how a direct Government action has pushed us towards that point. The ongoing failure to provide a viable coach park in the centre of Dublin is another clearly-defined measure that needs to be taken. It’s something that most of our competitor cities across Europe enjoy and should be seen as a basic service to allow this important sector to function. The only coach park available heretofore has been one provided by Dublin City Council but its location away from the city centre in the Financial Services District, coupled with the awkward opening hours and high cost of usage means that it’s a completely unworkable solution. “For the coach tour business, you need to have it,” says Ruth. “It needs to be in the city centre – not outside it – and it needs to be affordable and accessible at all hours. Coach tourism in and around the city means that drivers have to drop people off safely in the city centre and then you have to get to a coach park. You also have to bear in mind that visitors like to go out in the evening as well so there’s no point in saying that your coach can’t get in after seven o’clock in the evening.” These are some fundamental points for the Government ministry in charge of tourism to grasp and consider. It makes for very positive copy to talk about the struggle with external factors and doing things in a sustainable fashion. There’s no doubt that these targets have been carefully planned following a strong logic and in consultation with industry itself. Taking charge and responsibility is quite another day’s work, however, and if this administration doesn’t take ownership of the most fundamental aspects to improve our tourism industry and lay down building blocks for a competitive future, then we might find ourselves back at the table in another few years… to talk about revising those figures down.

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Environmental

Fifty

Shades Greener My lightbulb moment:

Why isn’t everyone doing this?

Back in 2012, while working as the Sales & Marketing Manager of Hotel Doolin in West Clare, my General Manager told me to form a Green Team and apply for Green Hospitality Ireland certification. Wait, What?? To say I was apprehensive at the start it is an understatement! I had no idea where to start. I attended workshops, seminars, did and endless amount of courses and read blogs about Green businesses. Within 2 years and with little or none investment, we managed to reduce our Energy by 30%, our Waste by 40% and our Water by 25%. My first thought was “WHY ISN’T EVERYONE DOING THIS?? To me, greening your hotel or restaurant became not just “the nice thing” to do, it is instead “the smart” thing to do from a business perspective.

My Lightbulb moment

This point of my career, change my life forever. The Why isn’t everyone doing this? Started forming an idea in my head. What if I could teach other hotel managers achieve the same results? What if I could help Green the entire Hospitality industry? This is how Fifty Shades Greener was born two and a half years ago. I took the plunge. I left my career as a Hotel Manager, converted my spare room in an office, and I set out on a mission to change the industry. Greening your business is easier than you think. Back in 2012, when I started my own Green Journey, green actions and tips were not as wide spread as they are now. It was difficult to find information online and I could not find a “package” of activities that would help me get started.

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I try to make sustainability make sense to business owners.

“

Environmental

Bio

Raquel Noboa from Fifty Shades Greener

has worked in the Hospitality industry for the past 21 years, working in hotels around the world since the age of 17. She knows the industry well, the challenges it faces and the mind-set barriers to greening a Hospitality business. Raquel has an Ecotourism Diploma from the University of Washington, but her approach to greening and sustainability is a very different way than what other Green programmes might offer. Her training is based on simple actions that will reduce the use of Energy, Water and Waste in a business, a festival or a community group.

It took me a long time, so this was an issue I knew I needed to fix. In 2017, I started putting down on paper all of the little actions I, and the green team, had taken at Hotel Doolin, that allowed us reduce our energy, waste and water use.

Raquel believes in small wins, and going at your own pace, because Greening should not make people jump through hoops, it is about knowing the environmentally sound options that are available, and applying those actions that make sense to each business. Starting small, get the big wins, and then look at possible investment projects to become even greener.

And I started using those tips to help other managers embark on their Green Journey. Fast forward to 2019, and thanks to the coaching program from Tina O’Dwyer (The Tourism Space), I was able to move to the next phase of my business by putting all my training, into compact, action based, Online training courses.

Contrary to the perception of many business owners, Raquel firmly believes that Greening a business will not only reduce its Carbon Footprint, but it will also reduce their Utility bills, therefore saving money directly off the bottom line of a business.

Online training is the easiest way for hospitality managers and owners, to gain the knowledge they need, in this fast paced industry. How many times have you planned on attending a workshop or a seminar but you have not been able to make it last minute? I know I have! Online training can be taken from the comfort of your own office, in at a time of the day that suits you best.

The benefits of greening your business

Greening your hotel or your restaurant does not have to cost a fortune, in fact, once you take control of your energy, water and waste, you will see a reduction of your utility bills. It is a proven fact that a Green business has the opportunity of amazing PR and Green Marketing. Letting your customers know that you care about the environmental impact of your business is essential. This will open up new markets for your business, attract more customers, and generate more profit. Society is changing, our customers of tomorrow, are the children of today. And those children are currently striking every Friday against Climate Change. We need to align our business policies and missions to the values of our customers, and those customers are demanding change. They are demanding for everyone to do their part, at the end of the day, who else is going to change the current situation if not us?

In the past 3 years Raquel has worked solidly as a Hospitality Green Consultant with her Limited Company Fifty Shades Greener. Consulting and mentoring privately owned businesses and community groups to Green the festival and events at their villages around County Clare. Now in 2019, Raquel has gathered all her knowledge and easy to implement actions into Online training courses, so she can serve more businesses around the world and help Green the Hospitality Industry one step at the time. "I try to make sustainability make sense to business owners. The road to Greening a business can be quite daunting. I firmly believe businesses can be encouraged to take small steps that can generate big results. Society is changing, an sustainability in the industry is now a must. The Hospitality Industry needs to align itself to the values of their customers. Greening your Hotel or Restaurant is easier than you think, it will give you more exposure, more clients and therefore more profit. " Her latest social media campaign is the #SaucyChallenge, to try and abolish individually wrapped sauces and condiments from the Irish Food Service Industry. There is an estimated 1.6 million individually wrapped sauces discarded to landfill every single day in Ireland. For more information about Raquel or the #SaucyChallenge check www.fiftyshadesgreener.ie

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IFSA news

Play your Part in a more Sustainable Foodservice Sector n September 16th Chef Network and IFSA present their Future Proofing O Foodservice Seminar at the Thinking House in Bord Bia, Dublin. Join chefs from across Ireland to discuss how we can make the industry more sustainable. The objective of the day will be to bring together chefs and industry suppliers to focus on actions the industry can take towards increased sustainability within the foodservice sector.

Chef Network & Bite Foodservices are Challenge Champions!

Another competitive and friendly day was had by all with plenty of networking and industry interaction at the Annual IFSA Golf Outing on Friday, 23rd August at Tulfarris Golf Resort, Blessington, Co. Wicklow, supported by Trinity Purchasing. Alongside the general competition, CHEF NETWORK emerged victorious as IFSA Association Challenge Champions for the second year running after taking on teams from the various association trade bodies. The coveted Contract Caterer’s Trophy was won this year by Bite Foodservices, having narrowly pipped Compass Group to the post in a tight contest. BWG Foodservice’s, Ricky O’Brien won first place in the singles competition. Well done to all of our golfers on another fun and competitive outing!

Chef Network Supporting Irish Producers

Chef Network was the proud sponsor of the ‘Best Producer’ category at the FOOD AND WINE Awards 2019 which took place on 25th August at The Shelbourne Hotel in Dublin. Highlighting the talent and commitment of chefs and food entrepreneurs with an ethical approach is directly aligned to Chef Network’s ethos, which is working to promote a positive kitchen culture in Ireland. Congratulations to Mike Thomson, whose Young Buck Cheese was selected as the winner of this year’s Best Producer Award from shortlisted entries chosen for their efforts to promote sustainability, support local initiatives and production of outstanding product.

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This event will focus on the following core themes: • Sustainable Sourcing • Tackling Waste – Food & Packaging • Achieving Efficiencies IFSA members with a product or service that helps make the industry more sustainable will have the opportunity to apply to showcase their innovation on the day. If you’re interested in taking part or showcasing your product or service at this event, contact Louise in IFSA at louise. mcloughlin@ifsa.eu.com

Warbler & Wren are the guardians of great coffee and thrilled to inform you of our success at the Great Taste Awards 2019;

Warbler & Wren Little Bird coffee - 2 Star award. Warbler & Wren Wren’s Nest coffee -1 Star award.

Local Irish heritage and provenance mean everything at Warbler & Wren. The name, Warbler & Wren, meanwhile, derives from two special species of bird: coffee farmers rely on the Yellow Warbler and the Rufous-Breasted Wren as a natural form of pest control to manage the pesky ‘borer beetles. The birds protect the integrity of the coffee berries and play a key role in delivering top quality coffee beans. Warbler & Wren’s first blend, Little Bird, launched in 2017 is a truly outstanding espresso drink. It has the roast profile and balance of Columbian, Brazilian and Ethiopian coffees and starts with a hint of lemon acidity and both chocolate and fruited sugar notes. Beautiful. Wren’s Nest is a blend of Brazilian, Sumatran, & Kenyan coffees, and makes for a fullbodied and perfectly balanced cup, with creamy dark chocolate notes and heaps of cocoa and molasses flavour in its finish. It’s perfectly matched and balanced with blended milk if that’s your twist! Warbler & Wren plan to develop further coffee blends with the optimum balance of acidity, body and flavour to cater for all tastes. Warbler & Wrens 100% premium Arabica beans are hand-roasted in Dublin, in small batches, in an Italian Roaster using traditional slow-roasting methods. This carefully crafted approach is designed to ensure consistency between roasts, and to protect the integrity of the coffee bean. For further info : Contact us on 1850 404 777.

IFSA news

Excel Recruitment launch barista school to tackle skills shortage in hospitality industry

Valentine Twin Fryer Helps Prevent Food Cross Contamination

Valentine Equipment has recently launched the new Evo 2200PP twin pump fryer with an enhanced system of oil filtration which is designed to completely segregate the oil in each of the two pans. This is especially useful for the prevention of the cross contamination of allergens and different food groups. Talking about the development and launch of the new fryer Steve Elliott, sales director for Valentine Equipment and Cuisinequip, said, “We saw it as a logical and timely step to introduce Valentine’s Evo 2200PP twin pump fryer into the UK and Ireland because of greater consumer demand and awareness around food allergens and cross contamination of different food types. “Foodservice operations are now acutely aware of the dangerous and negative consequences of not correctly preparing and cooking foods containing potential allergens. This new fryer gives all the control, rapid temperature recovery and energy efficiency that you would expect from a Valentine Evo fryer, but with the clear benefit of oil segregation. We envisage a growing demand for this particular Valentine fryer.” The Valentine Evo 2200PP fryer is also available in a Turbo version and comes with the standard Valentine parts and labour warranty of three years, plus a lifetime warranty of 20 years on the pan. www.valentinefryers.com Call: 0118 9571344

Gastronomixs.com hits 28,000 members! Gastronomixs.com is not your average recipe website, as it provides knowledge in the form of building blocks, also called components. These are not dishes, but preparations of one single ingredient such as smoked potato, fermented carrot, or roast pineapple, which form part of a dish. Already over 28,000 (!) professional chefs are using the platform to quickly create new dishes or adjust existing ones. It doesn’t matter in which type of restaurant you work or how many years’ experience you have; every chef can use Gastronomixs as an online brainstorm partner to develop new dishes.

Excel Recruitment and sister company Futureproof Training are delighted to add barista training to the menu by establishing ‘The Irish Barista School’ to meet skills shortages in the hospitality industry. The school was opened in direct response to increasing requests for skilled baristas from a variety of hospitality businesses. Shane Mclave, Director at Excel Recruitment says “It’s clear to see how coffee culture has exploded in Ireland in recent years and with the employment market the way it is, there is a dearth of trained and passionate baristas across the country. The barista school came about because of the sheer number of our clients requesting knowledgeable, fully-trained baristas. We have 100s of fantastic staff that are great at customer service and bar and wait staff duties, they just need the additional knowledge piece.” Shane continues “The school will be mutually beneficial for clients and staff. Staff will be able to add another string to their bow and clients have skilled, accomplished baristas readily available for their businesses’ needs. The training will be run in partnership with Futureproof Training which already offers a full range of blended training for hospitality professionals and Skillnet with training available for individuals and teams. For more info on The Irish Barista School or to book your team’s training, visit http://www.irishbaristaschool.com/ or www.skillnet.ie

Rí Na Mara Teams Up With Hugh Jordan

Rí Na Mara skincare brand has teamed up with Hugh Jordan to launch its first line of hospitality amenities for hotels, airlines, and other travel and leisure clients. Rí na Mara, a 100% family owned Irish business, works together with seaweed production experts, and pioneering cosmetic scientists, to create unique and attainable luxury, imitating the wild beauty of the rugged Connemara landscape and beaches. Hugh Jordan’s Marketing Executive, Dean Maguire, said: “We are delighted to be working with a well-known Irish brand as part of our Hotel Amenity Range. This marks a significant point in the growth of our guest toiletries portfolio.

‘Gastronomixs is not your average recipe website…’

Every chef has their creative challenges. Have you been tasked with developing a three-course vegetarian menu? Are you looking for a crispy component to complete your dish? Do you want to give one of your most popular starters a unique twist? Then you should check out Gastronomixs. com, a totally unique and different source for culinary inspiration. The platform offers over 3,000 (!) components (the building blocks). Spending hours searching for the perfect recipe or dish is a thing of the past! If you are curious to discover how Gastronomixs.com can inspire you, then take out a free two-week account to give the platform a decent test-drive!

We are Nestlé Professional, the foodservice solutions provider of Nestlé.

We believe in ‘Good Food, Good Life’ and work with businesses of all shapes and sizes providing creative food and drink solutions out of home. From schools to shops, hotels to hospitals, full-service restaurants to self-service canteens, helping you achieve your ambitions and making more possible. Some of our brands include Nescafe Milano, Nescafe Alegria, Nescafe Azera, Chef, Maggiand Kit Kat. H&RT AUGUST/SEPTEMBER 2019

Education

Topping out at TU Dublin Celebrates one-year countdown to Grangegorman with Central Quad Topping Out Ceremony By September 2020, one in three TU Dublin students will be based in Grangegorman Minister for Education and Skills, Joe McHugh T.D. and Minister for Finance and Public Reform, Paschal Donohoe T.D. visited Technological University Dublin (TU Dublin) on recently for the toppingout ceremony of the Central Quad on the TU Dublin flagship campus at Grangegorman. From September 2020, there will be more than 10,000 students and 600 staff on campus. Speaking at the ceremony, the President of TU Dublin, Professor David FitzPatrick said, “This wonderful Central Quad – built around the courtyard where we are standing, and next to this now-famous copper beech tree – is a €100 million investment in the education of our current students and those who will follow them. Together with the East Quad just opposite us, it represents an investment of over €250 million in what will be an exceptional campus for TU Dublin, here in the middle of Dublin City, and the largest single education project under Project Ireland 2040.” Commenting on the opportunities that the campus will create, Professor FitzPatrick said, “To deliver on our mission and to do full justice to the ambitions of our students, it is vital to have facilities that support their learning. Students who will study here from next September will benefit from working in laboratories, kitchens and lecture spaces with upto-the-minute facilities and technology. They will gain expertise that will ensure they can make a valuable contribution in key areas of the economy – in food science and innovation, pharmaceutical and nutraceuticals, health and environment, tourism and hospitality.” “Colleagues from a wide range of disciplines will also come together, in the Central Quad and the neighbouring East Quad, for the first time on one

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campus. They will have opportunities to create new synergies between disciplines and exciting new opportunities for research. They will interact with the researchers, innovators and entrepreneurs based right beside us in the Greenway Hub; and their students will have the role models, the facilities, and the encouragement to pursue their own research or perhaps to develop their own spin-out companies.” Concluding Professor FitzPatrick said, “As President, and on behalf of TU Dublin, I am immensely proud to oversee our move from Kevin Street, Cathal Brugha Street and Rathmines, which have been familiar Dublin landmarks over the last one hundred years. Now we are preparing for the transition to what will be our flagship campus for the next one hundred years.” Positioned at the heart of the new campus development, the Central Quad will provide excellent facilities for students on programmes in the sciences and health, electrical and electronic engineering, culinary arts and hospitality. Students and staff will re-locate from Kevin Street, Cathal Brugha Street and Sackville Place by the end of this academic year. Meanwhile, the East Quad in Grangegorman is being prepared for the arrival next year of students of music, drama, media, law, social science and the creative arts. Facilities will include studios and exhibition areas, a 400-seater concert hall, recital rooms, black box theatre, and film and broadcasting amenities.

Tourism

St Patrick's Festival and IHF Dublin Branch Announce Partnership

St Patrick’s Festival is delighted to announce the Dublin Branch of the Irish Hotels Federation (IHF) as Official Accommodation Partner for the festival. The partnership celebrates the enormous contribution that the festival makes to Irish culture and tourism and the role Dublin hotels play in extending a very warm Irish welcome to millions of visitors to the city each year, ensuring they have a truly memorable experience. Commenting on the announcement, Conor O’Kane, ViceChairman, IHF Dublin Branch said: “We are excited to be partnering with St Patrick’s Festival to celebrate all that is unique about Ireland and Dublin. Since its launch in 1996, the festival has grown from strength to strength, providing an unprecedented platform to showcase Ireland’s heritage and culture with energy and creativity. St Patrick’s Festival is a key partner for the tourism industry and we look forward to ensuring its continued success as one the greatest national celebrations in the world.” Susan Kirby, St. Patrick’s Festival CEO commented: “St Patrick’s Festival is delighted to welcome the IHF Dublin Branch as Official Accommodation Partner. The partnership includes a financial contribution from Dublin branch

members along with a benefit in kind package including accommodation support for festival artists and performers. This support will mean that we can continue to develop and grow one of Ireland’s most important National festivals. It is a fantastic endorsement by the IHF in supporting our ambitions for the Festival.” Mark Scott-Lennon, Chairman, IHF Dublin Branch said: “On behalf of our members, I would like to thank the organisers and team behind St Patrick’s Festival. Their dedication and enthusiasm are key to the festival’s success, delivering an unforgettable experience for visitors and spectators every year. From a tourism perspective, the festival is a major highlight of our calendar. It generates a significant boost for the hospitality sector in Dublin and further afield, with more than 500,000 people attending the Festival Parade alone and some 37% of visitors coming from overseas.” Caption: St Patrick’s Festival announce the Dublin Branch of the Irish Hotels Federation (IHF) as Official Accommodation Partner. Pictured are Mark Scott-Lennon, Chairman, IHF Dublin Branch and Conor O’Kane, Vice-Chairman presenting a cheque for €30,000 to Susan Kirby, CEO, St. Patrick’s Festival.

H&RT AUGUST/SEPTEMBER 2019

Insurance

A painful policy for hospitality The Irish hospitality sector is creaking under the strain of outlandish insurance premiums. Pavel Barter talks to industry representatives who ask: How long before it snaps?

Summer 2019 might have been a scorcher in Ireland, but there were dark clouds for Rathbeggan Family Adventure Centre, an adventure park in Trim. The business, founded in 1998, closed in early September with the loss of 28 jobs, after its insurance premiums rose from €20,000 to €40,000 in a single year. In May, Boyne Valley Activities, another Meath business, closed its doors following a 400% hike in public liability premium since 2013, despite never having a claim on its insurance policy. "Through no fault of our own, we have been a victim of ridiculous insurance hikes that are crippling small businesses in this country," said Boyne Valley's owner. These stories are repeated up and down the country. "Every day we're talking about another business closing down because of this total dysfunction in liability and insurance," Neil McDonnell, CEO of ISME, the Irish Small and Medium Enterprises association, told H&R Times. Hotels can feel the pinch too. Four years ago, Michael Magner, proprietor of the Vienna Woods Hotel in Glanmire, Cork, insured his business for €86,000 per annum. Last year, despite a low claims experience, exactly the same coverage cost him €156,000. "Each year I'm arguing with my broker to find the best possible price," he told us. "The broker does his best, but the market is inelastic." Around 90% of hotels and guesthouses are worried about the impact of insurance costs on their business, according to the Irish Hotels Federations (IHF). An IHF survey, released earlier this year, suggests 62% of hoteliers have seen their premiums rise over the last 12 months, by an average of 28%. Excess on premiums are also rising. The owner of Rathbeggan claimed the excess on his premiums rocketed €300 to €10,000, in the space of a few years, despite the business never having received a claim.

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Magner added: "If I receive a solicitor's letter, or notification of a claim, I have to pay the first €10,000 myself, out of my business. Some hotels in this country have excess levels of €20,000 for each and every subsequent claim." According to Peter Boland, of the Alliance for Insurance Reform, rising insurance prices are impacting the hospitality and leisure industries in particular. "ITIC [Irish Tourism Industry Confederation] just published its 2019 competitiveness report. Insurance costs are all over that report. The hotel federation, the vintners organisation, and the restaurant association, have all publically stated that insurance is a major issue for them." Magner, who is head of the insurance committee at the IHF, said that the hotel industry learned how to professionally manage claims and risks over the last decade. "We've engaged in risk management programmes - we've listened to feedback from the industry to try and bring our premiums down. But even with those risk management programmes in place, we still haven't seen a reduction in our premiums." Unfortunately, matters are likely to worsen. AIG, the insurance company, has announced its intention to stop providing public liability cover for the hotel industry from 2020, due to the increase in claims costs. Livelihoods are at stake, Boland told H&R Times."People are borrowing money to pay their insurance premium. That's clearly not sustainable. Other businesses are eating into their reserves just to pay the premium. Some members aren't paying themselves this year in order to pay the premium." Fewer hoteliers are able to reinvest in their properties. This year, Magner had a capital investment budget of around €200,000 for Vienna Woods Hotel. This was reduced to €130,000 to account for the increase in his premium: "That's €70,000 I haven't spent on my business - new carpets in the hotel, new ovens - business that is lost to the local economy.

“

Insurance

The first priority, believe hospitality proprietors, is for the government to establish a Judicial Council to review the levels of awards for personal injuries.

Ireland is the highest per head of population in terms of claims, in Europe

“

My business may not be up to speed and I could potentially lose custom, because I'm not investing back into the business." Claims culture is believed to be a chief cause of the high price of insurance. "Ireland is the highest per head of population in terms of claims, in Europe," continued Magner. "The number of exaggerated claims are a serious concern. The legal profession promote a no win, no fee culture. Your chances of securing money as a result of an exaggerated claim are higher than winning the Lotto. It's an easy win for people." Legislation includes deterrents for people who make fraudulent claims, but the infrastructure is not available to handle it. The Garda, for example, declined to establish a specialist unit that would investigate insurance fraud, due to a lack of resources. Meanwhile, insurance companies continue to settle claims without consulting their clients. The Twelve Hotel in Co Galway, recently had a claim that it contested for a number of years. "But the insurance company took it upon themselves to settle for €15,000 without informing me," Fergus O'Halloran, MD of the hotel, claimed. The government is attempting to tackle the problem. The Competition and Consumer Protection Commission (CCPC) has launched a probe into the insurance market and its pricing structures. Meanwhile, a group representing 1,250 insurance brokers have denied they are operating a cartel to rip off consumers. But, as Peter Boland pointed out, the government published a report on Ireland's unworkable insurance system in January 2017. No meaningful reform has happened since. "They will talk to you about all the boxes they have ticked. But in reality, in regard to any specific reforms they initiated, none have had a direct impact on insurance premiums so far," he said.

"There is unanimity on this," said Boland. "The insurance industry, the legal profession, and government, all signed off on the Cost of Insurance Working Group and Personal Injuries Commission. Both reports acknowledged that quantum and minor injuries have to be reduced. There was a big fanfare about the legislation being passed in July, but the Judicial Council still hasn't been established. It's a matter of priority." Magner proposes the development of a claims database: "If someone took five separate claims, a database would exist to say they have the potential to commit fraud. In other countries, they have this type of database." Such a database could fall foul of data protection issues, he admitted. Michael Lennon, IHF President, has suggested taking a zero tolerance approach to fraudulent claims, in order to create an effective deterrent: “It is vital that a dedicated Garda resource is created specifically tasked with investigating fraudulent cases for potential prosecution." Legislation is at the root of the problem, according to hospitality proprietors. While nobody doubts that genuine accidents occur, there needs to be a system in place whereby payments for claims are balanced, fair, and not astronomical. Furthermore, solicitors who work on a "no win, no fee" policy, should take some personal culpability in claims culture. There should also be a duty of care for guests and customers of hospitality businesses, suggested Magner. "As part of our risk management programme, for any live event or function event, we make a public announcement regarding our glassware and beverage policy. It clearly states that glassware and beverages are not allowed onto the dance floor at any stage during the course of the evening, or in the public restrooms." Legislation in Ireland does not take into account the duty of care on a person taking a claim. Someone who is drunk, for example, and falls over through their own folly. Fitzgeralds Woodlands House Hotel and Spa, in Co Limerick, recently settled two claims against the hotel for €80,000, according to its general manager David Fitzgerald. One of those claimed involved an enterprise who brought a "bucking bronco" to the property for a team-building day. Someone injured themselves when they fell off the bronco and took a claim against the hotel, instead of the company who rented it. The hotel's insurers paid out, even though the hotel "wasn't at fault", according to Fitzgerald. While the huge leap in insurance premiums are threatening tourism businesses, broader societal issues spring out of the problem. Large companies, and major state organisations, might have the budget to survive these costs, but SME's, voluntary groups, and charities do not. And these operations are built into the fabric of the country. "We're losing leisure facilities, and the abilities for sports organisations to develop," said Boland. "We're losing arts and cultural organisations, because they can't afford the premiums required to insure an event. We're seeing local authorities spend tens of millions of payouts, that have to come from somewhere. Many of the things, which a modern civilised society should take for granted, are undermined by the cost of insurance in Ireland."

H&RT AUGUST/SEPTEMBER 2019

Coffee

Butter, Booze - and Nitro Frank Corr looks beneath the froth of current coffee trends Coffee Folks ? Buttered ? Cold Brew ? With Mushrooms? Or maybe To-day’s Coffee Cocktail? Baristas in Ireland’s 10,000 coffee outlets are not yet offering those choices – but they could be doing so in the very near future. With coffee shops becoming the ‘new pubs’ and a growing cohort of Millennials becoming increasingly geeky about the coffee they consume, trends which began in America and Australia are certainly heading in this direction. So far however, we Irish have yet to get ‘with-it coffeewise’. One in three Irish people now buys a coffee at least once a day – an increase of 10 per cent on 2016, according to a 2017 survey of 1,011 people by Allegra World for UCC Coffee Ireland. The number of specialist coffee houses grew by 8.5 per cent in 2016, according to Euromonitor, while the overall market for coffee in Ireland will grow by seven per cent over the next five years, UCC predicts. Seventy per cent of Irish people now drink more than one cup a day. And we’re spending more too – consumers surveyed by UCC said they were willing to spend €3.08 on a great cup of coffee, up 21 per cent since 2013. One in ten would be happy to pay more than €5 on a single cup. But we remain a conservative bunch when it comes to coffee drinking. That UCC research showed that Cappuccino is our favourite coffee drink followed by Americano and Latte. Demand for Americano has surged, possibly because consumers are drinking it black and are more conscious of coffee texture, temperature and flavour. We are also becoming more particular about coffee quality. Micro roasters and ‘gourmet’ coffee shops have carved out a small but growing market share based on coffees from specific locations, served in small cups at a lower temperature than the norm, where the focus is on the flavour of the coffee. Hotel group iNUa discovered that many of their residents were leaving the hotel in search of quality coffee and they were losing potential revenue. In response they decided to invest heavily in coffee docks in their lobbies, where you will be served a Java Republic coffee made by one of their baristas. The first hotel to

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roll this out was the Radisson in Athlone and others have followed. Not only did iNua stem the exodus, but its hotels also recruited locals who dropped in for a coffee or an informal meeting. In another partnership, Nespresso and The Marker Hotel are staging ‘Le Drunch’ this September. Marker Hotel Executive Chef Gareth Mullins has created a special menu while DJs Tara Stewart and Sally Cinnamon, add ‘a chilled vibe’ to the dining experience. Nespresso coffees have been paired with the dessert and the Origin Horchatta Cocktail features Espresso Origin Brazil and Gold Rum, with Vanilla Syrup, Oat Drink, Almond Drink, Spiced Syrup, Cinnamon Sticks, Toasted Pine Nuts, Nibbed Pistachio and Mint Sprigs. The UCC research revealed that taste is the most important factor when buying coffee and is reflected in price expectations. Trends coming down the track may shaken up the Irish coffee scene. Internationally, consumers are beginning to buy out of home coffee at an earlier age with 13-18 the fastest-growing segment in major markets. As a result of this rapid growth, the coffee industry is changing and creating new drinks that appeal to the tastes of the younger generations. Innovations include coffee shakes and sweetened drinks While many older people like the acidity and bitterness of black coffee, it's not palatable to the younger generations who prefer sweeter and creamier coffee beverages. To meet this need, many coffee shops are offering coffee shakes and flavoured lattes. Young people are increasingly on the go and prefer drinks that are easy to carry around. Ready-to-drink coffee (bottles of pre-made coffee, frappuccinos, or cold brew) are very portable and sweet. More mature coffee drinkers are moving toward higher-quality, gourmet coffee. For years, consumers were offered coffee beans and grounds from a few companies and regions, but the foodservice trend toward higher-quality and craft foods has opened up many other options. Nowadays, there is a nearly endless selection of coffee from all over the world that wouldn't have been available a decade ago. For coffee lovers, premium means ‘quality’ but with the unique taste experiences a particular coffee has to offer. ‘Coffee Geeks’ also look for the taste experience that can come from a rareness (e.g. micro-lot), a special processing method like ‘double soak’ or anaerobic fermentation or just extremely rare and expensive beans like Kopi Luwak. A major trend in Ireland and internationally has been a growing awareness of social justice among consumers and this has led to a growing demand for Fair Trade coffee. Fair Trade is primarily focused on improving the lives and business of coffee producers by guaranteeing fair pay and ethical treatment. Most of the leading roasters in Ireland supply Fair Trade Coffee, including Bewley's, Insomnia, Bailies, Puro, Green Bean, Java Republic, Johnsons, McCabes, Matthew Algie, Robert Roberts, Nespresso and others. There is growing evidence however that consumers now expect more than Fair Trade. With concerns for the Earth and warming temperatures, customers have been seeking out coffee beans that have been sustainably grown. This means that the coffee trees must be grown organically and without causing deforestation, land erosion, or water erosion.

Coffee Indeed the concept of ‘sustainability’ has expanded from just coffee beans to packaging, waste management, and transportation. Issues debated at international coffee symposia in 2019 have included ‘Totally sustainable sourced coffee’ and the recycling of coffee waste. Young coffee consumers also want variety and market trends are indicating soaring demand for novelty coffee drinks. Cold Brew, for instance is now a staple in warm countries. While stronger than traditional brews, its taste is less acidic. Cold brew coffee is also easy to prepare in bulk, which makes it attractive for restaurants and coffee shops.. Nitro coffee is a trend that branched out of the craft brewing boom. It's a specialty drink that involves infusing coffee with nitrogen gas and serving it through a draught system, complete with tap. When the nitrogen-rich liquid is pushed through tiny holes in a pressurized valve, it results in a smooth, creamy beverage with a silkier mouth feel. The result is a rich and creamy texture as well as carbonation that is similar to porters and stouts. The Keto low-carb Diet has spurred demand for Buttered Coffee in the US and Australia. It includes a little butter or coconut milk as a vehicle for healthy fats. The butter helps give the coffee drinker an energy boost without the typical caffeine crash while also staving off the hunger pangs of dieters. The drink is made simply by blending butter (or nondairy ghee or coconut oil) and MCT oil into black coffee. The actual process of blending allows the fats in the butter to break down and bond with the caffeine molecules, meaning a slower release of caffeine. Butter isn’t the only thing making its way into your cup in the name of healthier living these days. Melbourne cafe, Commonfolk, has added a broccoli latte to its menu. The vegetable is dehydrated and ground into a powder which is stirred inti the coffee. Finnish company, Four Stigmatic, has produced a blend of dried mushrooms and coffee powder, which it claims has a variety of health benefits including reducing anxiety, increasing focus and productivity and regulating blood sugar levels. Craft brewers are also hopping on the ‘coffee train’, infusing their beers with cold brews and even whole beans. And it is not just the coffee that is changing. Baristas are now experimenting with a range of non-dairy milks. Soy, lactose-free or almond milk are well established, but in 2019 options like cashew, oat, rice, coconut, and macadamia milk are emerging as substitutes for lattes and other coffee beverages. These and other developments have created an upsurge in demand for trained baristas. Responding to this Excel Recruitment and sister company Futureproof Training have established ‘The Irish Barista School. It will offer training in equipment and maintenance, coffee theory and customer service. While the most dramatic ‘disruptions’ in coffee service have been related to the product, advanced technology has played a major role in enhancing both the experience and operational efficiency. Smart technology is streamlining ordering, delivery, supply chain efficiency, transactions and much more. Dublin has, for instance, recently seen the opening of a ‘cashless’ coffee shop. Meanwhile leading manufacturers like De'Longhi, Philips Saeco , Gaggia and Faema are continuously upgrading their espresso and cappuccino machines. Nespresso has just launched its intuitive Momento system which recommends the optimal cup length and provides information of the aromatic coffee notes and intensity for all the 13 coffees in the Nespresso Professional range. The new Americano recipe now meets the desire for longer, milder cups. Away from the coffee docks, bartenders are also looking to coffee as an element in their cocktails. Ireland has given ‘Gaelic Coffee’ to the world and we are now seeing espresso martinis and cold brew gimlets on cocktail lists. More than baristas and gourmet coffee shop operators are pushing the boundaries of coffee service. Multinationals, especially those in the hi-tech sector, have been busily researching the coffee experience which they offer employees. Many workplace beverage stations are now indistinguishable from a neighbourhood coffee shop. They tend to offer multi-sensory experience (aromas, ambiance, décor, functionality). And there is theory that coffee is more than a beverage- it is art. The Pink Latte is a mixture of beetroot and coffee while the pitch-black Goth Latte brings out the darker side of Latte artists.

Findlater & Co are thrilled to update you of our success at the Great Taste Awards 2019 Warbler & Wren Little Bird coffee - 2 Star award. Warbler & Wren Wren’s Nest coffee -1 Star award.

Warbler & Wren’s first blend, Little Bird, launched in 2017 is a truly outstanding espresso drink. It has the roast profile and balance of Columbian, Brazilian and Ethiopian coffees and starts with a hint of lemon acidity and both chocolate and fruited sugar notes. Beautiful. Wren’s Nest is a blend of Brazilian, Sumatran, & Kenyan coffees, and makes for a full-bodied and perfectly balanced cup, with creamy dark chocolate notes and heaps of cocoa and molasses flavour in its finish. It’s perfectly matched and balanced with blended milk if that’s your twist! Warbler & Wrens 100% premium Arabica beans are hand-roasted in Dublin, in small batches, in an Italian Roaster using traditional slow-roasting methods. This carefully crafted approach is designed to ensure consistency between roasts, and to protect the integrity of the coffee bean. Salana & Eshe coffee – 1 Star award Meaning sunshine & life, our Salana & Eshe range of coffee beans are stepped in a rich history of tradition and culture, offering a truly unique experience. Our Salana & Eshe heirloom variety Yirgacheffe, shines with some of the best attributes Ethiopian Arabica bean coffee has to offer. This Yirgacheffe coffee is explosively aromatic, with bergamot, and sublime candied fruit flavour notes. It has a light and elegant body, teeming with complex flavours.

Maybe we need a new Andy Warhol

H&RT AUGUST/SEPTEMBER 2019

Foodie News

Waterford & Donegal Winners Waterford Announced as Winner of Foodie Destinations 2019 Waterford has been announced as the winner of Foodie Destinations 2019, an initiative run the Restaurants Association of Ireland and kindly sponsored by FBD Insurance. Waterford was announced as the winner of the competition at a ceremony in Mount Juliet, in Kilkenny, where the 2019 Finalists had gathered to hear the winners of Foodie Destinations 2019. Votes from the public were combined with a score from a judging visit to decide the overall winner. Taste Causeway came in second place, and The Food Coast Donegal came in third place. Speaking about the entry from Waterford, the judges said that they were blown away by how much effort the community had put in to making Waterford a real foodie experience. They said there was a great sense of community evident on their visit, with both big and small local companies getting involved. There was great local awareness, as well as pride and passion, for food and food tourism in the area. They enjoyed seeing chefs and producers working so closely together to provide the best experience possible for visitors to the area.

Donegal Town Announced as Winner of Foodie Towns 2019 Donegal Town were also announced as the winning Foodie Town 2019. The Foodie Town Award is given to towns or villages where Tourism is a primary component of the local culture and economy. The judges said there was a great variety of dining experiences, in addition to the hospitality and knowledgeability of the locals, and they also thought it was a clever idea to use the platform of the Wild Atlantic Way to help them stand out as a place to visit.

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Speaking at the ceremony, CEO of the Restaurants Association of Ireland, Adrian Cummins said “I’d like to offer a massive congratulations to Waterford. It’s clear that a huge amount of time and effort has gone into making it a foodie destination worth visiting and it is clear that it is a very co-ordinated effort run by people who are passionate about food in Waterford. I’d also like to congratulate the other finalists: it’s not easy to get this far, and all of the applications were very impressive. Each and every finalist should be very proud of getting so far.” Patrick Carey, Business Development Manager in FBD Insurance said, “FBD Insurance are once again proud to sponsor the Foodie Destinations Award in 2019. The spirit of the Irish agri-food business is thriving and we are delighted to be associated with an event that nurtures, supports and champions the stellar work and high quality food that is produced from local, Irish communities and businesses. Like many of the businesses and groups involved in the Foodie Destination awards, our commitment is to the local communities and businesses that we work alongside as a partner in their business success. Yet again this year, the competition and quality of the entrants has been extremely strong. The passion and pride of each entrant shines through and represents what it truly means to be a Foodie Destination and importantly – proudly Irish. I would like to congratulate Waterford as the winner of Foodie Destination 2019, Donegal as Foodie Town of the year and all the finalists on their outstanding efforts in this competition and continued contribution to the Irish agrifood business.”

“People are more likely to leave good reviews if they had a good experience. And the taste of Hellmann’s is spot on.” Chef Gary Beattie, Lucan Spa Hotel, Dublin

TRY A FR E E C AS

HELL

KEEP THE GOOD REVIEWS COMING

uf s .com

P U T H E L L M A N N ’ S O N T H E TA B L E *Open to UK and ROI bonafide caterers and their employees aged 18+ from independent pubs, bars and inns, hotels, restaurants, cafes, sandwich and snack bars, where customers are eating onsite. Opens 1 June 2019 and closes 31 July 2019 for UK (excluding Ireland) and 31 August 2019 for Island of Ireland. 1 Free case per establishment. 250 cases available. See www.ufs.ie/samplets&cs for full terms.

MAN

/hellma

N’S

nnscase

ETHICAL

IRISH

ROASTERS

Coffee is more than just our livelihood at Bewley’s, it’s our passion. We’re proud to be Ireland’s leading coffee roaster and all of our coffee is roasted here, in Ireland. We’ve spent 179 years perfecting our craft so that our customers can give their consumers the very best coffee experience.

We love talking about coffee - get in touch with us today to talk about improving your coffee offering

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