PRESIDENT'S NOTE
Dear Member,
It’s hard to believe the IHI Founder’s Evening & Hospitality Management Awards have come and gone. It was another fantastic evening with over 575 Hospitality, Catering and Tourism professionals gathered to recognise and celebrate excellence within the sector.
The IHI HMAs provide a unique opportunity to highlight and acknowledge the outstanding contributions of individuals who demonstrate dedication, professionalism, and exceptional service in their roles. Nominated colleagues were recognised for their hard work and commitment, allowing them the opportunity to gain well-deserved industry recognition.
The HMAs focus on the individuals who make the industry thrive acknowledging both their leadership and their impact on shaping high standards of service, innovation, and teamwork.
Award nominations continue to grow yearly, confirming the HMAs are a much sought-after accolade.
This year, the IHI received 143 nominations across 13 award categories, with a total of 67 finalists honored
On the evening, we celebrated 58 years of the IHI, 27 years of the HMAS and all the finalists, each of whom exemplifies the professionalism, passion, energy, dedication, and excellence that continue to elevate our hospitality sector.
I want to give a special thank you to the 39 judges who dedicated their time and expertise to the judging process. Their contribution is invaluable. To our Sponsors, Patrons & Business Partners, thank you for your continued support. (Please see page 8 for the IHI HMA 2025 Winners).
Four esteemed IHI Members were elevated to the College of Fellows acknowledging their exceptional contributions to the IHI and the hospitality industry.’ IHI Fellowships were awarded to Aileesh Care, EPIC Museum, Denyse Campbell, Maldron Hotel Dublin Airport, Karen Healy, Meraki and Ruairi O’Connor, The River Lee.
Joan O'Shaughnessy was awarded the Lifetime Achievement Award Joan has consistently been an outstanding leader and a strong supporter of the IHI and the industry.
Congratulations to all.
Thanking you to all who attended the special evening. I hope you had a great night.
I wish you and yours a very happy Christmas and all the best for 2025.
Daragh O'Neill FIHI IHI President
Jithin Thomas Interim General Manager
The Twelve Hotel Barna Galway
Jamie Power General Manager
Great Southern Killarney
Jennifer O’Rourke Deputy General Manager
Holiday Inn - Dublin Airport
July Daly Focus Solutions
Royal Irish Yacht Club
2025
Q1 Upcoming Events
Members’ Networking Evening
Galway
23rd January 2025
STR Event
Conrad Dublin
27th January 2025
College & Industry Event
Dundalk Institute of Technology
11th February 2025
IHI Business Management Game
Dublin
2nd & 3rd March
For more information on any of upcoming event, please email
Monica.Morgan@ihi.ie
An amazing night at the IHI Founder's Evening & Hospitality Management Awards at the Clayton Conference Hotel Burlington Road. We are deeply grateful to be patrons of the Irish Hospitality Institute and would like to extend a heartfelt thank you to Daragh O’Neill FIHI, Tina Maree MIHI, and Cynthia O'Neill for their leadership. A special thanks also goes to Sandra Doyle, Finbar Higgins, and the entire team for the outstanding food and service. Congratulations to all the winners of the night for their remarkable contributions to the hospitality industry. A massive congratulations to Fergal Harte on winning the General Manager of the Year award on the night, sponsored by Broadline Group presented by Patrick McNamara.
From us all at The Broadline Group
CMerryhristmas
and a Happy New Year
We hope your holidays are filled with laughter & love.
Following the success of Net Affinity’s 2024 Revenue Summit, we are excited to announce that we will be hosting another Revenue Summit this coming February.
Confirmed for Tuesday the 11th of February 2025, next year ’ s event will be held at the beautiful Castleknock Hotel in Dublin.
More details will follow in the coming weeks but for now, please save the date in your diaries and we look forward to welcoming you in February.
Take a look back at last year ’ s event here.
2025 Elected Fellows
Thank you to all our Members, Sponsors, Patrons & Business Partners for joining us.
What is the Importance of the Digital Customer Journey?
In today's highly competitive hospitality landscape, understanding the digital customer journey is crucial for hotels looking to optimise their online presence and increase direct bookings
With the majority of bookings now made online, ensuring your website provides a seamless, user-friendly experience is not just beneficial it's essential.
Understanding the Digital Customer Journey
The digital customer journey refers to the various stages a potential guest goes through from the moment they become aware of your hotel to the point of booking and beyond. This journey typically includes the following phases:
1. Awareness: The customer discovers your hotel through online ads, social media, or travel websites.
2 Consideration: They explore your website, reading about amenities, checking reviews, and comparing prices
3. Decision: The customer decides to book, ideally on your site rather than through third-party platforms.
4. Post-Booking: After booking, the guest may interact with confirmation emails, loyalty programs, and any pre-stay communications.
The Importance of a Seamless Experience
A smooth digital journey can significantly influence conversion rates If potential guests encounter a confusing website, slow loading times, or a cumbersome booking process, they are likely to abandon their search and choose a competitor.
Here’s how to ensure your hotel’s website enhances the customer journey:
Key Strategies for Optimising Your Website
1. Mobile Optimisation is Key: Given that over half of all online bookings are made via mobile devices, your hotel’s website must be mobile-friendly.
This includes having a responsive design that adjusts seamlessly to different screen sizes and ensuring fast loading times. A mobile-optimised site enhances user experience, making it easier for potential guests to navigate, explore, and book
2 Simplify the Booking Process: The booking process should be as straightforward as possible Reduce the number of steps required to complete a reservation, use clear and concise language, and provide visual cues that guide users through the process.
Consider offering guest accounts where frequent visitors can save their details for quicker bookings in the future.
3. Incorporate Engaging Content: High-quality visuals and compelling descriptions are vital. Showcase your hotel’s unique features through stunning imagery and informative videos. Incorporate virtual tours and user-generated content, such as testimonials and reviews, to build trust and enhance the customer’s confidence in choosing your property
4. Utilise Data-Driven Insights: Leverage analytics to understand customer behaviour on your site. Identify where users drop off in the booking process and optimise those areas accordingly. Understanding your audience’s preferences and booking patterns can help you tailor marketing strategies and website functionalities to meet their needs better.
5 Implement Effective Call-to-Action Buttons: Ensure that your call-to-action (CTA) buttons are prominently displayed and persuasive Use action-oriented language, such as “Book Now” or “Reserve Your Room,” and consider using contrasting colours to make these buttons stand out on the page.
6. Test and Iterate: Regularly test your website’s functionality and design elements to identify areas for improvement. A/B testing can be particularly effective in determining what layout, colour schemes, and CTAs drive higher conversions. Gathering user feedback can also provide invaluable insights for continuous improvement
Conclusion
Investing in a user-friendly website and enhancing the digital customer journey is vital for maximising direct bookings in the hospitality industry By focusing on mobile optimisation, simplifying the booking process, and leveraging data, hotels can create an exceptional online experience that not only meets but exceeds guest expectations.
At Net Affinity, we specialise in helping hotels achieve these goals through tailored technology solutions and digital marketing strategies Contact us today to discover how we can support your hotel in optimising its online presence and boosting direct bookings
If you’d like to find out more about how to optimise the digital customer journey, get in touch; or read about how to maximise your hotel bookings with strategic Christmas content.
Alkimii Becomes the First Hospitality-Focused Software to Win the Digital Technology Company of the Year
Alkimii, a leading provider of hospitality management solutions, has been recognised as the 2024 Digital Technology Company of the Year at the prestigious Technology Ireland (Ibec) Industry Awards. Becoming the first in the hospitality technology space to earn this prestigious recognition is a proud moment for Alkimii and the broader hospitality industry. This accolade celebrates the company’s remarkable achievements in innovation, market understanding, and strategic partnerships as it approaches its 10th anniversary.
Innovating Hospitality Technology
Founded with a mission to revolutionise hospitality management, Alkimii offers a suite of platforms—Alkimii People and Alkimii Property—that streamline operations, enhance communication, and foster team engagement. These solutions empower hospitality businesses to digitise and automate key processes, enabling them to focus on delivering exceptional guest experiences.
The award’s judging panel commended Alkimii for its outstanding product innovation, deep understanding of the marketplace, and exceptional partnership strategies. By driving operational excellence through its technology, Alkimii has established itself as a key partner for hospitality organisations seeking to optimise their operations.
Commenting on Alkimii’s achievement, the judges for the Digital Technology Company of the Year Award stated:
“The leadership of this company demonstrate a deep understanding of their business domain and competitive landscape. Their customers operate in a tight margin business and this flagship technology product helps their customers achieve operational excellence and efficiencies through digitisation and automation of core business processes allowing their customers to focus what they do best.”
Director of Technology Ireland, Una Fitzpatrick said:
“Alkimii stands out by combining advanced technology with deep industry expertise, driven by a team of former hoteliers who genuinely understand the hospitality sector's challenges. This hands-on knowledge enables them to offer not just software but a partnership, providing clients with practical insights and support. On behalf of Technology Ireland, we are delighted to present them with this well-deserved Award.”
A Message from Leadership
Ronan McAuley, CEO and Founder of Alkimii, expressed his gratitude for this recognition:
“We’re delighted to be recognised as Ireland’s Technology Company of the Year. This is all thanks to you—our amazing team, our customers, and everyone who’s supported us in our first 10 years. Alkimii started with an idea to make hospitality better, and this just proves we’re on the right track. Here’s to more innovation and success together.”
A Decade of Excellence
This recognition comes as Alkimii approaches its 10th year, marking a decade of dedication to innovation and customer-centred solutions. The company attributes its success to the collective efforts of its team, the trust of its customers, and the support of its partners.
Looking to the Future
As Alkimii celebrates this milestone, it remains committed to leading innovation in hospitality technology. The company continues to prioritise its customers in the innovation process, aiming to develop transformative solutions that deliver exceptional value and impact.
Acknowledging the Honour
Speaking about the award, Alkimii’s leadership expressed gratitude to Ibec for recognising the company’s contributions to the technology landscape. They also thanked their team, customers, and partners for their unwavering support and collaboration.
Excel Recruitment Wins
Best In Practice: Catering, Events & Hospitality Agency 2024
Excel Recruitment’s Hospitality Team is delighted to announce that we have been awarded Best In Practice: Catering, Events & Hospitality Agency 2024 at the prestigious Employment & Recruitment Federation Awards.
Commenting on this significant achievement, Jennifer Maher, Director of Hospitality Recruitment at Excel Recruitment, shared: “This award is a testament to the dedication of our internal team, the unwavering support of our incredible clients, and, most importantly, the outstanding contributions of the 9,000 temporary staff we’ve deployed across hotels, restaurants, bars, and festivals throughout Ireland
From chefs and event staff to kitchen porters, baristas, F&B managers, wait staff, and every role in between, this exceptional workforce forms the backbone of our hospitality team’s success. Alongside our temporary staffing solutions, our permanent recruitment division continues to help clients secure top talent for critical roles across the industry.
As we look ahead to 2025 and beyond, we remain committed to addressing the evolving challenges facing the hospitality industry, advocating for its needs in the media, and serving as a trusted partner to our clients and candidates alike. Together, we’ll continue to make a meaningful impact for this vital sector. Thank you for being an integral part of our journey.”
If you’re seeking to hire permanent or temporary staff for the rest of the year or into 2025, you can check out Excel’s comprehensive Hospitality Salary Guide here where you’ll find invaluable insights. Alternatively, you can connect directly with Jennifer Maher via email at jennifer@excelrecruitment.com or call 087 996 4404.
Link to salary guide: https://www.excelrecruitment.com/wp-content/uploads/2024/11/Hotel-CateringSalary-Guide-2025.pdf
Interview with Paul Gallagher from Bookassist
After an incredible 27 years, Buswells Hotel's esteemed General Manager, Paul Gallagher, is stepping down. In a comprehensive interview with Dr. Des O'Mahony, Paul shares insights into the hotel's rich history, his forward-thinking online strategy, and his invaluable partnership with Bookassist.
Buswells has focused well on its online business, how did that come about?
"We made a decision about 15 or 16 years ago that we weren't going to allow the hotel to be yellow-labelled by a booking or an Expedia. And so we turned off expedia, turned down booking and decided we would put our energy into our own website. So, and that's Buswells.ie, which has Bookassist web engine at the back end."
What’s your strategic approach with your website, booking engine etc?
"My booking engine is my business partner. I never see it as sort of just a service provider. I honestly think I challenge the team at Bookassist to do the job.
It's really important to challenge the guys in Bookassist to work hard because we're working hard too - and they do, which is just great. Our overall cost of acquisition is 7%. And my return on investment with meta and so on with Bookassist is 33 to 1. You know, for me that is just a tremendous performance."
What do you see as the main challenges for hotels in Ireland today?
"I think some of the main issues are probably, you know, government led cost increases are hurting hotels at the moment. VAT has become a sort of a budgetary football. You know, it's up, it's down. Things that make business unable to plan or be certain about the planning that they do is very poor for business generally. "
Watch the full interview or listen to the podcast to gain valuable insights.
Limerick Greenway
This festive season, Limerick Greenway invites everyone to experience it "their way" and spend quality time along the scenic 40km off road experience and in the 5 hub towns and villages, enjoying the “12 Wonders of Limerick Greenway” with loved ones:
This festive season, Limerick Greenway invites everyone to experience it "their way" and spend quality time along the scenic 40km off road experience and in the 5 hub towns and villages, enjoying the “12 Wonders of Limerick Greenway” with loved ones:
1 40km off-road experience through rolling countryside, designed with mobility in mind.
2 Newly installed culture and heritage audio installations with Irish Sign Language (ISL) interpretation.
3 Events at Barnagh Greenway Hub – including a Twilight Market, Breakfast with Santa and more to be announced.
4 Fully accessible car parks located in Abbeyfeale, Newcastle West, Ardagh and Rathkeale with timetables updated monthly (keep an eye on the Limerick Greenway Instagram and Facebook pages).
5 Visitor hubs located in Rathkeale, Ardagh, Newcastle West, Barnagh and Abbeyfeale providing excellent visitor facilities, services, information and local tips.
6 Entry points to choose from including Rathkeale, Ardagh, Newcastle West, Barnagh, Templeglantine and Abbeyfeale.
7 Wildlife sightings including Barn Owls, Willow Warblers, Song Thrushs, Eurasian Pygmy Shrews, European Otters, Red Foxes and West European Hedgehogs and so much more as recorded by the National Biodiversity Data Centre.
8 Insta-friendly locations for the photo enthusiasts to remember your Limerick Greenway journey forever. Visitors can capture their memories along or near Limerick Greenway at key discovery points including Barnagh Tunnel, Barnagh Viewing Point, Ferguson's Viaduct, Tullig Wood, Port Castle, Ardagh Station, Glenquin Castle and Desmond Hall & Castle.
9 Ways to enjoy nature including cycling, walking, running, rollerblading, bird watching, nature photography, visiting playgrounds, taking a horse ride, picnicking, - Limerick Greenway offers endless opportunities to connect with the great outdoors.
10 Variations of flora including Cowslips, Primroses, Wood Anemone, Cranesbill, Ladies Smock, Vetch, Forget-Me-Nots, Dog Violet, Speedwell and Greater Stitchwort.
11 Historical landmarks to discover Including Rathkeale Hub Building, the Irish Palatine Museum, Ardagh where the Ardagh Chalice was discovered, Ferguson’s Viaduct, Barnagh Tunnel, Barnagh Station House, Tullig Wood, Devon Road Station House, Abbeyfeale Station, Port Castle and Abbeyfeale Heritage Trail - each telling/showing its own unique story.
12+ local attractions such as Kilmeedy Social Farm, Limerick Regional Athletics Hub, Castle Demesne Park, Desmond Castle and Banqueting Hall, Newcastle West Riding Centre, Wild Encounters Mini Zoo, The Painted Pot Pottery Studio, Playground at Barnagh Greenway Hub, Greenway Glamping in Templeglantine, Basecamp Adventure Park, Fitzgerald’s Farmhouse & Equestrian Centre and Foynes Flying Boat & Maritime Museum.
For more information, including bike hire, amenities and itineraries visit limerickgreenway.ie
Plan your route on Limerick Greenway by using the map here.
2024 - CQ Drive Challenge at TU Dublin
Over the past three years, the Irish Hospitality Institute (IHI) has enjoyed working closely with Dr. Deirdre Ryan and first-year students from Technological University Dublin (TUD) studying International Hospitality Management, Event Management, and Tourism Sport and Hospitality. This partnership has centered around discussions on Equality, Diversity, and Inclusion (EDI) strategies within the hospitality and tourism sectors. Additionally, the students have actively participated in a challenge aimed at identifying strategies to drive improvement and cultivate greater inclusivity across the industry
To kick off the challenge, the students had the opportunity to engage with Kathleen Linehan, MIHI, Group Strategic Director of Human Resources at Trigon Hotel, and Alan Smullen, FIHI, Head of People at The Doyle Collection. They reviewed and discussed various EDI strategies, gaining insights from these industry leaders.
Following the presentations, the students were divided into five teams, each assigned the task of developing an EDI strategy. These strategies were later presented to a panel of judges. This exercise not only gave the students a platform to apply their academic knowledge but also encouraged them to think creatively and contribute meaningful ideas aimed at advancing EDI practices within the hospitality and tourism sectors.
As part of the challenge, the students looked at
CQ Drive: Level of interest, persistence, and confidence during multicultural interactions. 1.
CQ Knowledge: Understanding how cultures are similar and different. 2.
CQ Strategy: Awareness and ability to plan for multicultural interactions. 3.
CQ Action: Ability to adapt when relating and working in multicultural contexts 4.
In November, the IHI Board Meeting took place at TU Dublin Grangegorman, where the Directors had the opportunity to review the winning EDI strategy from the challenge The team behind the winning strategy comprising Emily O'Brien, Heather McCann, Caoimhe McLoughlin, and Anita O’Donovan was also introduced. The Directors were impressed by the team's innovative ideas and dedication, further reinforcing the value of student involvement in shaping the future of EDI practices within the hospitality and tourism sectors.
The winning team's solution was the development of a company app called The Circle, designed to prioritize the promotion of EDI-related activities and information within the hospitality and tourism sectors In recognition of their innovative contribution, IHI Board Director Alan Smullen presented the team with a prize: an overnight stay with dinner at The Croke Park Hotel.
Hotel Tech Unwrapped - Series 1 ��
Explore the evolving landscape of hospitality technology with Hotel Tech Unwrapped, hosted by IMS connect CEO - Denis Ahern and Business Development Manager - Helena O'Brien. In this insightful series, the hosts dive into key technologies shaping the guest experience, offering expert perspectives and practical advice for decision-makers in the industry. From tech trends to industry challenges, and a special interview with Joe Pine (co-author of The Experience Economy), Series 1 is packed with conversations that will help you make informed decisions about your hospitality tech investments.
�� Listen on Spotify: Spotify Link
�� Watch on YouTube: YouTube Playlist
We will be running this hugely popular 2-day programme on campus here in Shannon College of Hotel Management, Monday 27th & Tuesday 28th January 2025.
Revenue Management (Monday 27th January) delivered by Amanda O’Donovan – The Innovate Room.
Macro Environment & Consumer Insights
Concept & Metrics
Pricing Strategies
Collaboration for Commercial Success
Technology
Human Resource & People Management (Tuesday 28th January) delivered by Sue BairdLearning & Development & HR Specialist, Exec Coach
How Culture, Compensation, Benefits & Branding impacts on your ability to attract & retain great people
Insight into upcoming legislation changes & contractual requirements
How impactful leadership skills are key to creating the best teams. Helping people grow.
Relationships are built on great communications
Employment Law
Course Fee 2 full days €1,150 - Offered at an exclusive price of only €995 per person available until Friday 13th December (this price includes overnight accommodation, dinner on Monday 27th January & a Certificate in Hospitality Leadership and Management –awarded by Shannon College of Hotel Management, a college of The University of Galway)
Course Fee 1-day individual module €495
Please contact Fiona Duggan if you have any further questions or if you would like to book a place.
m: +353879225505
e: fiona.duggan@universityofgalway.ie
w: www.shannoncollege.com
Elevate Your Career with a Master’s in Tourism, Hospitality, or Events Management at TU Dublin
Looking to advance your career or transition into the dynamic world of Tourism, Hospitality, or Events Management? TU Dublin’s School of Tourism and Hospitality Management is now accepting applications for three specialised Master’s programmes, commencing 27th January 2025.
Choose from:
· MSc in Tourism Management
· MSc in Hospitality Management
· MSc in Events Management
Flexible Study Options:
· One-year full-time or two-year part-time options to suit your lifestyle.
· Open to graduates from all disciplines (Bachelor’s degree, 2:2 or higher in any discipline required).
Why Choose TU Dublin?
Global Opportunities: Tourism, Hospitality, and Events are thriving, international industries with roles in luxury hotels, festivals, airlines, tourism operators and beyond.
Comprehensive Curriculum: A diverse selection of modules covering current and relevant topics, taught by lecturers with decades of expertise.
Career Advancement: Graduates are well-equipped to pursue senior management positions across various fields, including consulting, marketing, event management, revenue management, education, and beyond.
Practical and Strategic Skills: Designed for professionals seeking career growth or for those who wish to transition into these exciting industries.
Programme Highlights:
· Tailored for career changers and professionals looking to upskill.
· Dissertation and research-based modules designed to hone critical thinking and industry expertise.
· Vibrant learning environment combining academic excellence and practical insights.
Don’t miss this opportunity to unlock your potential in one of the world’s most exciting sectors.
Apply Now for January 2025 Start apply online. Or contact us for more information
Mentors Matter
Round and round we go!
Sometimes mentees find themselves going round and round, continually raising the same issues but not identifying how they can resolve those issues and move forward – in other words they find themselves stuck. In these circumstances not only will the mentee become frustrated, but also the mentor can become increasingly frustrated. So how can a mentor stop the mentee from just going round and round?
First of all, the mentor needs to understand why people get stuck on a problem and then how they can support the mentee to have a breakthrough and move forward:
1. Imposter syndrome – this condition, which was named by psychologists Pauline Clance and Suzanne Imes, is rife. It whispers “you are not good enough”, “you are a fraud” or “you don’t deserve this” – and it starts whispering, or may be even shouting, when someone is being pushed out of their comfort zone. Clance and Imes describe it as a feeling of “phoniness in people who believe they are not intelligent, capable or creative despite evidence of high achievement.”
The mentor can help the mentee recognise that these are normal feelings and that everyone has felt like an imposter at one time or another. Stepping out of our comfort zone enables us to grow and learn. In addition provided with the same scenario, everybody will tackle that scenario differently – and in most cases there is no right or wrong solution.
2. “I’m already boots in” – this is where the mentee wants to affect a change, but recognises that there are risks which come with that change. So they justify staying where they are by focusing on the investment they have already made, and that any change would be a backward step for them – after all, things might just get better.
The mentor may want to emphasise that those previous investments still have a value – they will have helped shape the mentee, providing valuable knowledge, insight, experience and skills. However, we only have one life and it is important for the mentee’s well-being that they do not hold themselves back from change just because of the risks. It is better to assess those risks, mitigate and manage them – but ultimately move themselves forward to achieve what they want to achieve.
3. “I’m nervous” – the mentee knows what they want to do and even how they should do it, but they are procrastinating because they are nervous about the risks which come with the change. These risks may include financial, emotional, relationships, time, security and how others perceive the mentee.
The mentor’s role is to encourage the mentee to assess each risk and identify how they can mitigate and manage those risks. Through doing this and ensuring that the mentee has a robust support network, the mentor can help to build the mentee’s confidence. As Theodore Roosevelt, the youngest US President to date, said “believe you can and you’re half way there.”
4. Caring too much about what others think – the mentee may be conflicted because although they know what they want to do, they don’t want to implement it in case others disapprove.
The mentor will want to firstly explain that it is a good, and natural, trait to care what others think. However, when this trait over-powers the mentee’s desire to make a change, it can be a sign that the mentee is concerned that others will reject them because of the change.
The mentor will want to help the mentee make sense of these fears of rejection: will others actually reject the mentee or is this unrealistic? If they do reject the mentee, can the mentee live with these consequences?
To identify which of the above issues are affecting the mentee, and bearing in mind it may be more than one issue, the mentor needs to tease out of the mentee why they think that they are unable to move forward. This may require some deep consideration, as it is possible that the mentee does not know or is not able to articulate the reason. In this case, the mentor’s communication, listening and supporting skills will be fully utilised to help the mentee understand what is holding them back and to stop them from going round and round. As Albert Einstein said “You can’t solve a problem using the same thinking that created it.”
IHI Patrons
