JOHN TONER
REFLECTS ON HIS JOURNEY IN HOSPITALITY
John Toner has been a leading figure of the hospitality industry for over 40 years and is well known for promoting an all island, cross-border approach to the Irish tourism and hospitality industry.
A Distinguished Career
Throughout his distinguished career he has received numerous accolades and has recently published a memoir entitled” A Job Well Done’ I recently sat down with John, and he shared some of his experiences, challenges and memories of his time in the industry John was born in Mullaghmore, in County Sligo before his move to Northern Ireland as a child. His father worked in the Munster and Leinster Bank but growing up John had no desire to follow in his father’s footsteps.
John has no fond memories of his school days as the educational environment was ‘tough very hard ‘at that time. He was 16 years old when he got his first summer job waiting tables at the King's Inn in Larne in County Antrim.
On completing school, he decided that the academic world was not for him, and he decided that he would like some training and experience working in hospitality. A good friend and mentor, Hugh Bennet, encouraged him to apply for a training programme at the renowned and well established ‘Rockwell College’.
Rockwell - The Traditional ‘Farm to Fork’
“Rockwell College was first class; it was an amazing set up. I learned so much. I don’t believe anyone entering the industry, gained a training quite like we did at Rockwell We had our own farm, with cattle and sheep, we learned how to grow vegetables and butchering, crafting and service”
Rockwell was the traditional ‘Farm to Fork’ experience and he acquired a varied and robust skill set. John proceeds to share how amazing the team was at Rockwell and the fellowship, the support, inspiration and friendships. This is central throughout John career; the importance of fellowship, of how people can work together and learn from one another.
After graduating from Rockwell, John worked at the Great Southern Hotel in Sligo and then made his journey across the waters to undertake a training programme, at ‘Simpsons in the Strand’ in London.
Emigrating to a major city was a big step for a young country man and relations between the Irish and English people were quite strained at that time.
“London wasn't a nice place to be in for a young Irish man in the mid-60s The English didn't bother me with me at all.
The only people who I formed any kind of friendship with was the Jamaicans or the Syrians, I got on really well with them. Throughout my whole time working there I was never called’ John’, it was always ‘Paddy’
A Mother’s Determination
After Johns father passed, his mother was anxious for him to return home. Of course, he could not return jobless, so she took the task of finding him a job into her own hands.
John shares a humorous story which reflects his mother’s determination and forthright nature, a characteristic that John has inherited!
“At the time the Grand Central Hotel was an upmarket, prestigious busy hotel in Belfast. On arrival my mam asked to speak with the General Manager. She said to him ‘I have a son in London working on a training programme at the ‘Simpsons in the Strand ‘hotel’.
I want him home, have you got a job for him? The manager replied well if he has any of the ‘guile’ you have, he will do me!”
At this point the tourism and hospitality industry was thriving in Belfast. The hotel was always fully booked, and business was booming. Tragically this booming period was to transcend into bombing, civil unrest and carnage as the troubles began. John shares some heart wrenching stories of this time
“The year 1969 really sticks out in my mind. I was Deputy Manager of the Grand Central Hotel, and the loyalists started firing bombs
into the houses in Bombay Street, which runs between the Falls and Shankill roads.
I remember going up to the top floor of the hotel and this mighty fire was raging down the street. That was it, that was the end of it all...”
“That incident took place on a Tuesday or Wednesday and I noticed on Friday, which was payday, that seven wage packages had not been collected. That struck me as being highly unusual, no one could afford not to pick up their wages. They were never picked up and I always wondered why this happened”
Northern Hospitality - No Go Area!
John took on many ventures in the proceeding years, however, the hospitality industry in the North was virtually nonexistent as it was a ‘no go area’ for tourists. It was at this time that John was approached by Billy Hastings of the Hastings Hotel Group to manage some of the many hotels which were being restored at this time, most notably the Stormont and Slieve Domard hotels.
The air of discontent tarnished the industry, and it was becoming increasingly difficult to conduct business in the current climate. Several years on, John was approached once again by Billy Hastings, who asked him to become involved with the refurbishment and management of the Europa hotel in Belfast.
Lifetime Achievement Award
It was a role he was initially reluctant to take on, but it was not in John’s nature to shy away from a challenge and through hard work and determination it became’ A Job Well Done’ Other highlights of John career include winning the UK Manager of the Year award in 1998. This was a major accomplishment for an Irishman to win such a prestigious award. Through his involvement with the Irish Hospitality Institute, he won a Lifetime Achievement award. During his time with the Institute, he was president from 1999-2001 and he remains a lifetime fellow and member.
John’s active involvement with the Irish Hospitality Institute is significant, as it built a relationship, a connection between northern and southern hospitality groups. John shares that the long-standing r friendships he made during his time with the Institute were invaluable “Recently I have had many friends in the industry and from the institute visit me. This has meant so much to me and I really appreciate them coming. My connection with them is very important to me. This takes my mind off my illness it's like a form of therapy for me”
We also discussed the role of management in hospitality and how it has changed drastically over the years. Technology is now a primary
Thank You To A Hospitality Icon
John and his work within the industry is legendary. The strong friendships, the shared experiences, the support and connections he has made are a testament to his character. John possesses an innate gift for storytelling, captivating his audience with some humorous antidotes as well as reminiscent reflections of personal challenges and the tragedies of the time
feature in the running of businesses in the industry. John recalls a time when everything was handwritten and manual in comparison to the use of apps which show in real time the performance of the business and other helpful data.
A Customer Focus
The day-to-day management of a hotel looks very different also. These days, managers are required to spend more time in the office doing a varied number of tasks and their position carries a wider scope of responsibilities and accountability. It can be argued that they are not as present or visible in the establishment.
“As a manager I spent a lot of my time integrating with the customers I still had to manage the day-to-day running of the hotel as a business, but my main focus was on the customers I spent time with them walking about meeting greeting that was an integral part of my job.
I concluded my interview with John by asking him if he has any regrets about his time in the industry. “I have never even thought about regrets. All I can say is to do what you feel is right and if it doesn't work out move on. I can accept that I make mistakes, but I move on and learn from them. I don't look back with regrets that I made that mistake”
John lived and worked throughout ‘The Troubles’ in Northern Ireland. His memoir is a must read, a thought-provoking reflection of the life and times of one of the captains of our industry. We would like to thank John for taking the time to sit with us and share his stories, while he is battling a major illness, and we wish him well with his recovery. John’s Book is available to purchase at www.burnsbooks.co.uk