IHI HNN April 2022 Issue by Irish Hospitality Institute

HNN HOSPITALITY NETWORK NEWS

Launch of the IHI Connaught Chapter at Hyde Hotel in Galway

APRIL 2022

HNN CONTENTS 4 President's Note 6 IHI Events 8 New Members 12 IHI Connaught Chapter Launch 14 Trigon Hotels & Cope Foundation Grow Relationship 16 Planning for international travel growth in 2022 22 TU Dublin Part-time Students Receive Excellence Awards at St Laurence's Church 23 Guestline Case Study 26 Sodexo wins Site Contract Caterer Award for 2021

PRESIDENT'S NOTE Dear Member, Last week, I had the pleasure of chairing the launch of the IHI Connaught Chapter at Hyde Hotel in Galway, my first official in-person IHI event since becoming President last June. The launch was a great success with a super panel of speakers including Andy Friend, Head Coach of Connaught Rugby, Eveanna Ryan, Group Sales and Marketing Manager at Connacht Hospitality and Kevin McGinley, Operations Director, Aramark Northern Europe. I would like to this opportunity to say thank you again to our panel for sharing their insights and valuable time with us on the evening. Brian Bowler and Andy Friend

IHI Connaucght Chapter Launch Panel

The expansion of our Connaught Membership and Events has been an objective of the IHI for some time, however, with the arrival of Covid, plans were delayed. Since cautiously returning to some normality, we were delighted to finally launch our Connaught Chapter. The launch would not have been possible without the commitment of our Connaught Chapter Committee: Chair Noel Cafferkey, Kevin McGinley, John Carty, Peter Fergus, Eveanna Ryan, Seamus Preston, Catherine Monahan and Dan Reagan. Thank you all very much for your hard work and dedication.

We were very happy to see so many Members, Patrons and Business Partners in attendance including Patrons Jim Reeves, Unilever Food Solutions, Adrian Cummins Restaurant Association of Ireland, Patrick McNamara, Broadline Group and Business Partners Classic Drinks, Action HR and Excel.

Patrick McNamara, Shane McLave and Adrian Cummins

ATU Students with John Carty

We are delighted to also be joined by the IHI National Hospitality Business Management Game-winning team of 2021 and the winning team and second place winners of 2022, GMIT (now Atlantic Technological University). Finally, a very special thanks to our business partners, Classic Drinks and Mark Donoghue, Head of Wine, who very kindly sponsored the wine on the evening and to the team at Hyde Hotel for their very warm welcome. Wishing you a safe and happy Easter.

Brian Bowler IHI President

Revenue Optimisation in 2022

Martha Mannion Group Director of Rooms Revenue & Distribution Strategy Dalata Hotel Group Plc

Warren Mandelbaum Principal Director of Sales EMEA IDeaS, a SAS Company

Susan Colley Doyle Head of Finance, HR & Revenue Management

The IHI, in partnership with IDeaS is hosting a Revenue Optimisation webinar chaired by IHI President Brian Bowler on Thursday, 28th April at 10.30 am. Our panel of hospitality revenue experts will discuss: What changes Irish hoteliers saw in the last two years (changing customer behaviour booking patterns, demand, lead times, pace etc) How do these changes affect their decision making and operations How hotels in Ireland and in Europe are adjusting for 2022 - revenue optimisation tactics, changes in business mix, pricing and forecasting.

Save the Date The IHI Founder's Evening & Hospitality Management Awards are back 24th November 2022 Sponsorship opportunities are available. Please call Tina Maree on 01 6624790 for details.

Welcome to our new Members Andrew Mullen Group Facilities/Health & Safety Manager The iNUA Collection

Andre Claro International Talent Acquisition Manager The iNUA Collection

James Sweeney General Manager Clifden Station House Hotel

Fergus O'Halloran Managing Director The Twelve Hotel

Diana Pyzio Hotel Manager Jurys Inn Hotel Group

James Sweeney General Manager Clifden Station House Hotel

Michael Yates General Manager Diamond Coast Hotel

Sarah Comer Group Revenue Manager Connacht Hospitality Group

Stephen O'Connor General Manager Limerick Strand Hotel 8

IHI Connaught Chapter Launch On Thursdsday, April 7th the IHI launched it's Connaught Chapter at Hyde Hotel Galway. The event kicked off with wine reception provided by our business partners, Classic Drinks. IHI President Brian Bowler welcomed a brilliant panel of speakers which included Andy Friend, Head Coach of Connaught Rugby, Eveanna Ryan, Group Sales and Marketing Manager at Connacht Hospitality and Kevin McGinley, Operations Director, Aramark Northern Europe.

TRIGON HOTELS AND COPE FOUNDATION GROW RELATIONSHIP WITH NEW SENSORY GARDEN

A new sensory garden is being created at Cope Foundation in Montenotte, Cork. The project is a collaboration between the charity and Trigon Hotels. Cope Foundation is the hotel group’s charity partner for 2021 and 2022. The garden, which is located on previously unused ground next to Beech Hill Garden Centre, will include features and plants that stimulate the senses through touch, sight, scent, taste and hearing. Volunteers from both Trigon Hotels and Cope Foundation have agreed to tend to the garden. Raised beds have been constructed and have already been filled with herbs, plants and flowers. There are plans to further develop the garden throughout 2022 by adding water features and more vegetables and herbs. Kathleen Linehan is the Strategic Director of HR Trigon Hotels, she says the garden is a really exciting project, “It is important to us that we develop long-lasting relationships with our charity partners. We want to raise much needed funds for Cope Foundation and Ability@Work but we also want to support them in other ways as well as learning new skills together. The idea for the garden came from our shared interest in growing our own food and gardening. We were delighted to be invited to visit Beech Hill Garden Centre and Roots cafe in Montenotte and during our walkabout we spotted a patch of ground that looked perfect for a sensory garden. It was wonderful to spend a day outside planting with volunteers from both organisations.” Shane O’Sullivan is a student at Cope Foundation and took part in the planting day, he says, “I really enjoyed the planting and meeting the people from Trigon Hotel. I hope the plants and seeds we planted will grow well and I will look after them”

Jo-Anne Higgins is the Communications and Fundraising Manager with Cope Foundation, she added, “Various lockdowns curtailed our progress but we were able to finally put our plan into action during the autumn. We cleared out the space and replaced the raised beds making them ready for the Trigon Hotels team and horticulture students to fill them with plants to delight the senses. Our expert horticulturists from Beech Hill Garden Centre coordinated the planting day and are kindly overseeing the various initiatives. We have also planted some micro vegetable seeds in the Garden Centre's polytunnel and we are looking forward to watching these grow. We have big plans for spring when we can further develop the sensory garden, plant more vegetables and herbs together and use these to create delicious dishes.” Denis Mangan is a horticultural tutor with Cope Foundation, he says, “Horticulture is a hugely popular subject in our Further Education and Training Programme and has always played an important role in Cope Foundation's skills development work. It is great to have the opportunity to grow together with the team in Trigon Hotels - we are learning from each other and having a shared interest in plants, herbs, and vegetables means we are doing something we all enjoy. We all had a very pleasant morning when planting up the new sensory garden at the Beech Hill Garden Centre. Our ongoing activities will be of tremendous benefit, allowing for opportunities to engage in physical activity and social interaction. We at Cope Foundation are looking forward to a busy sustainable spring with the growing of fresh healthy organic produce with the Trigon Hotel team.”

Planning for international travel growth in 2022 There's a lot going on in the world right now. Uncertainty and unrest is not only palpable now due to Covid, but also due to the unsettling situation continuing to unfold in the Ukraine. Recent data from the World Tourism Organization (UNWTO) show that global international arrivals in January 2022 increased by 130% compared to the same period last year, meaning that during the first month of 2022, the global market registered 18 million more visitors - however figures still remain 67% below the pre-pandemic levels. “The war in Ukraine poses new challenges to the global economic environment and risks hampering the return of confidence in global travel. The US and the Asian source markets, which have started to open up, could be particularly impacted especially regarding travel to Europe, as these markets are historically more risk averse,” UNWTO. It's impossible not to consider these global issues while thinking about something as broad as international travel - and even though everything has an impact, and things are by no means back to 'normal', international travel levels are still looking somewhat positive. There is light on the horizon. It seems that the majority of Americans (70%) are planning leisure travel in the next 12 months. CWT booking volumes also show a significant increase in travel to and from several countries that have recently relaxed testing and quarantine requirements for international travel. City travel is back. After more than two years of avoiding urban centers, travelers are eager to return to their favorite metropolis and swan dive into the sights, bites and sounds of a city that is not their own - New York Times

Optimism for international travel Recent data from Tripadvisor shows that 'hotel clickers' have increased month on month as countries have slowly reopened, with European travel intent particularly standing out.

It seems that European travelers are excited to travel more - for longer - and for more money. While interest in international travel hasn't yet reached pre-pandemic levels, it's still grown YoY. It seems that the majority of international trips are being planned further in advance - naturally.

Face to face meetings haven't been lost entirely The pandemic challenged our capabilities in many ways, including how we conducted business, and meant face to face meetings of most kinds were essentially out of the question. While we have learnt that plenty can be done virtually, and done very well, we also collectively seemed to realise that at times, nothing beats seeing each other in person. An analysis conducted by the San Diego State University School of Hospitality & Tourism Management on behalf of the American Hotel & Lodging Association (AHLA) found that in-person business travel and meetings have undeniable advantages over virtual options. This means business travel (international or otherwise) is far from dead, and one to watch over the coming years. Accommodating remote workers The other thing to consider in relation to international travellers (and domestic for that matter) is the remote worker. This is the hot new guest type, and one that you will only continue to see arriving at your hotel over the coming years. More flexibility in the workplace has meant that a huge number of people can work remotely - meaning they can travel and holiday while they work, or maybe add on an extra day or two to their vacation - enjoying the luxuries your hotel has to offer while they open the laptop and get the head down for a few hours. Another name for this cohort? Laptop-lugging leisure travelers.

There are a number of things to consider to make this type of traveller more comfortable in your hotel including: • a quiet and comfortable workspace • fast and reliable Wi-Fi • access to your gym, spa, fitness suite, healthy lunch menu etc Some hotels are going one step further to accommodate and attract this type of traveller. CitizenM for example, have introduced a corporate subscription – a sleep-work-meet package for companies with remote workers who travel regularly. Don't forget your guests' concerns We may be out of the darkest part of the woods when it comes to Covid - but there's no denying the entire experience has left a lasting imprint on us. Your guests have changed, and so have their expectations. In Expedia Group's latest travel recovery trend report, they noted the continued importance of hygiene and cleanliness to guests. It's important that you continue to promote your hotel's health and safety policies, and cleanliness/hygiene policies. This means not turning off your content pages related to health and safety. You should also try and keep safety charter logos on your website. You can of course tone down the urgency in your messaging around this, but it should still be present. Other considerations that will help you prepare for international travellers Your hotel tech stack will need to be considered and built very thoughtfully in order to help you secure an international visitor's interest. Make sure that your booking engine, PMS, Channel Manager, marketing and other smart technology all align with each other and create the most hospitable experience possible for bookers. Expectations are high when it comes to the booking experience and patience for an online medium that doesn't work well is low. So get your tech in order! Every travel trend piece for 2022 references the fact that experiences are key to travellers - an after effect from a pandemic that stunted our ability to experience anything out of the ordinary no doubt. Build a case for why your hotel is the place to visit. What surrounds your hotel that will add something special to an international traveller's experience? What is it about your hotel (and destination) that will stay in their memory forever? You'd have to be living under a fairly sturdy and relatively soundproof rock to not be aware of the world's increasing battle with climate change and the concerns people have related to their environmental impact. The 'socially conscious' guest is becoming more of a regular and they are very aware of the efforts (or lack thereof) companies they engage with go to in order to reduce their negative impact on the environment. Think about small changes you can make to show that you care about this issue too. Have you subscribed to our blog? Sign up for weekly insights straight to your inbox. FACEBOOK

TWITTER

MAIL

Here at Excel Recruitment, we’re delighted to have won Ireland’s Innovative Supplier at the 2021 Gold Medal Awards on March 22nd. We would like to thank everyone who voted for us to win the award, and we really appreciate your continued support. Winning this award means a lot to Excel Recruitment and our Hospitality team who work around the clock to meet our client’s needs. A large number of our hospitality recruiters come from culinary, front-of-house, and bartending backgrounds. This enables Excel to quickly offer a wide range of essential training and expert advice for both our candidates and clients within the hospitality industry. We're very proud of our team's efforts and the countless hours they have put in throughout the last year and beyond. Congratulations to all the other winners, we hope you enjoyed the well-deserved celebrations.

The flagship tourism conference of the year is just over 3 weeks away! Book your ticket to hear from a stellar lineup of speakers! The Irish Tourism Industry Confederation’s conference takes place on April 27th in Croke Park, Dublin and is not to be missed for anyone interested in tourism, travel or hospitality. The conference – A Sustainable Recovery in a Competitive World – will be moderated by broadcaster Dearbhail McDonald who will speak with Minister Catherine Martin to discuss Government’s tourism policies and priorities. Economist David McWilliams will talk about the national and global economy including inflationary pressures and the impact of the Ukraine crisis, and virologist Luke O’Neill will discuss the status of the Covid pandemic. AIB CEO Colin Hunt will talk about the bank’s green lending initiatives and Dearbhail will be in conversation with aviation supremos - Lynne Embleton, CEO of Aer Lingus, and IATA Director General Willie Walsh – about the sector’s recovery and its commitment to sustainability. The conference will include a Special Recognition Award for an Irish tourism hero and will wrap up with an industry leaders discussion including ITIC’s Ruth Andrews, Fáilte Ireland’s Jenny De Saulles and Tourism Ireland’s Niall Gibbons. Can Irish tourism bounce back after the ravages of the pandemic? Will the Ukrainian conflict affect recovery hopes? What can be done about the spiralling business inflation costs? Can environmental and commercial sustainability be married? These and other questions will be answered at the conference by the stellar lineup of speakers. Tickets are €125 +Vat -CLICK HERE to Book Yours Now!

TU Dublin Part-time Students Receive Excellence Awards at St Laurence's Church Students of the part-time programmes: TU150 BA Hospitality Management, TU153 & TU154 Higher Certificate Hospitality Management who achieved excellence in their studies all received their awards at a great evening Awards Ceremony in St. Laurence's Church on Grangegorman campus last Monday evening. The evening was a great success with all of the awardees enjoying the ceremony and their achievement. There was 2 Student of the Year Excellence awards and 16 Student Excellence Awards presented for the academic year 2020/2021. A further 2 Student Excellence Awards for 2019/2020 were also awarded: Student of the Year Awards: Carlos Gonzalez Fajre - Student of the Year BA Hospitality Management Year 3 Agnieszka Jemiola - Student of the Year Higher Certificate Hospitality Management Year 2 Student of Excellence Awardees: Catherine Crangle Constantin R Carauleanu Gary Byrne Stephanie Meagher Catriona O'Grady Alexander Kevlich Sona Slovakova (2019/20 award also) Patricia Newman Mary Meighan-White Annette Lythaby Alexandra Elena Mocanu Lorraine Moore Jimmy Mathew Aoife Donnelly Niamh Casey (2019/20 award also) Balazs Kiss Dominic Dillane and Ralf Burbach presented the Certificates of Excellence. Lorraine Oman, the President of the FSPA, presented the award for the Student of the Year Higher Certificate class of 2021 Micheline Corr, Managing Director of The Firm Hospitality Recruitment Agency, presented the award for the Student of the Year BA Degree class of 2021. Tina Maree, NEO of the IHI, presented graduate membership certificates to all students. Congratulations again to all the awardees!

Sodexo wins Site Contract Caterer Award for 2021 Leading workplace services provider Sodexo was named Ireland’s top Site Contract Caterer for 2021 at the annual Gold Medal Awards for Excellence in Catering. It won the coveted accolade in respect of its catering operation at Eli Lilly and Company in Kinsale, Cork. At the recent gala ceremony in Kilkenny, Billy Perkins, client relationship director and Brenda Flaherty, client relationship manager, accepted the prestigious award from Emma Conlon of Excel Recruitment, the category sponsor.

The Gold Medal Awards for Excellence in Catering, organised by Hotel & Catering Review magazine, were established in 1988. It is a leading independent awards programme that recognises and rewards excellence in hospitality and catering operations across the island of Ireland. David Fox, managing director, Sodexo Ireland, said, “We’re delighted and extremely proud to be declared Ireland’s top site contract caterer. On behalf of the company, congratulations to our excellent team at Lilly KInsale, led by contract manager Edwin Fleming, soft services manager, Noel Kenny, business manager John Mahoney and head chef Ian Tabone. The Award is testament to the top class performance of the team on-site and it’s a most deserved win!” Sodexo’s on-site offer centres on freshness and flavour with a commitment towards buying as much Irish produce as possible, ensuring traceability and flavours in keeping with Ireland’s agricultural heritage. With sustainability and health and wellness at the heart of its service, Sodexo’s team at Lilly Kinsale interweaves plant-based dishes as part of Sodexo’s commitment to increasing the number of vegetarian and vegan dishes to over one-third. Based on internationally recognised research, it also incorporates dishes into its serving offer that feature fifty of the world’s sustainable ingredient profiles.

Feedback from the judges highlighted the ‘attention to customer requirements…30% of dishes served are vegan…sustainability practices… allergen training for all staff pre-service daily….all food labelled with ingredients, allergens and calorific values…integrated use of scanners to monitor numbers in dining areas at all times… staff informed, efficient, working as a team – great display of good leadership!’ Brid Dilworth, Facilities Management and Administration at Lilly Kinsale, said The past 10 years has been a time of enormous change at Lilly Kinsale and more recently in the past 20 months the challenge of Covid. We could not have met those changes without the support and commitment of the Sodexo team. All challenges have been met by a complete Sodexo team effort and Sodexo employees go the extra mile to deliver. Overall the spirit of the team and team work manifests itself in the strength of the partnership between Sodexo and Lilly at Kinsale.“

I H I P A T R O N S