The HNN February 2021

The HNN THE HOSPITALITY NETWORK NEWS

IHI STUDENT WEBINAR THE PILLARS OF A HOSPITALITY & TOURISM CAREER

ON THE RECORD WITH PAUL CARTY FIHI

FREENOW SUPPORTING THE VACCINE ROLLOUT

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7 EXCERPT: I felt great about my choice and was determined to give it my fullest attention from that day.

11 EXCERPT: It will be key that you look after your own mental health as you lead your teams forward.

3 PRESIDENT'S NOTE 4 IHI EVENTS Student Webinar 6 MEMEBRS Welcome New Members 11 IHI MENTAL HEALTH & WELLNESS SERIES 12 FREENOW Supporting the Vaccine Rollout

7 On the Record With Paul Carty FIHI

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NTENTS 12 EXCERPT: It has been a tough year for everyone and we all want to do our bit to help in the national roll out of the vaccine so we can get back to some kind ofnormal.”

14 MOOIPLAAS Wine Estate 16 EXCEL RECRUITMENT Announce new support staff division for our hotel clients 17 NETAFFINITY A new way of thinking, living and working 19 GUESTPAY Guestline introduce a new payments proposition for hoteliers

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PRESIDENT'S NOTE February 2021 Welcome each one of you to our monthly newsletter.

As I write spring has sprung both by date and by weather (well we had a good weekend) and so I suspect we are all starting to feel a little more hopeful about the year ahead.

Without a doubt the beginning of 2021 has been a very tough time for our industry and as I write I continue to be in awe of the resilience, demeanor and sheer tenacity of all of you who continue to work to protect your business and our industry. As yet we have no certainty on re-opening dates for our industry, and I know this is a very challenging time for many of you.

Given that context the events committee of the IHI and the Executive team of Tina and Cynthia put together a great week of support for mental wellbeing which finished on Thursday Feb 25th. There was some excellent content in the series and if you missed any of the webinars, I recommend that you go back to listen to the recordings which are freely available on our website. https://www.ihi.ie/events-page.html On Friday, February 26th I launched the 36th annual National Hospitality Business Management Game and it was so energizing and motivating to see all 23 students on the call from across 5 colleges taking part. Well done to the tutors involved who have coached the teams thus far and I wish all of them the very best of luck.

March 8th sees the presentation by all teams to the judges and the now very popular Student Webinar, The Pillars of a Hospitality & Tourism Management Career taking place in the afternoon followed by the announcement of the winners of the game. The student webinar will be led by key people in our industry as they chat on how their career path developed and the line up this year includes.

Catherine Toolan, Managing Director Diageo Irish Brand Homes Aaron Mansworth, Managing Director Trigon Hotels Helena Rowe Bradley, eCommerce Team Lead Netaffinity Jennifer O'Neill, Assistant Sales Director The Marker Hotel There continues to be tremendous work done at the board level since the start of the year. In time we will be able to share with you the fruits of that work. At this time, it is appropriate that I thank all the board and the national executive for their commitment and support to the Institute and to wider industry. I know many of you have been in touch with either Tina, Cynthia, or myself to thank the Institute for the support. Know that we are delighted to be able to support you in these times.

On that note of friendship and collaboration, I will leave you to enjoy this months edition of The HNN. In the meantime, please keep safe and well.

Best

Oonagh HNN |

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I H I E V E N T S

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Jamie King MIHI Food & Beverage Manager Radisson Blu Hotel & Spa Limerick

Ger Alley MIHI General Manager The Heritage

W E L C O M E

Helen Leddy MIHI Owner Back Office Marketing

N E W

Caroline Byrne MIHI Tourism Careers Fáilte Ireland

M E M B E R S

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On the Record

O N T H E R E C O R D

Paul Carty FIHI

This month, I had the pleasure of interviewing IHI Fellow, Paul Carty. Paul is the past Chairman of ITIC (Irish Tourism Industry Confederation).

He cocreated and was inaugural chair of the association of visitor experiences and attractions (AVEA) to raise the profile and unite the sector to become more professional. Paul is currently interim chair of Fáilte Ireland, Ireland’s Tourism authority. I asked Paul a few questions about his career in the hospitality industry. - by Cynthia O'Neill Paul you are a Fellow of the Institute, how long have you been a member?

I first came to know about the importance of the IHI in 1980, when I graduated from Shannon college as we were all given a yearly certificate of membership. It felt special and I recall being proud to be a member of the IHI. When I was GM of the Dublin International Hotel in 1989 (now the Maldron), I was on the committee of the IHI as Brian Fahy used his charmn to get me involved at that time. I then went overseas and when I came back to Ireland in 2000. I was thrilled to be made a fellow of the IHI in 2001. It is such a great recognition for all fellows to be recognised in this manner at that amazing gala dinner where the camaraderie and buzz in the room all evening is just so special. This event to me is the most cohesive and enjoyable event in my annual calendar.

What made you decide to go into a career in hospitality?

I was a barman in my spare time at the age of 16 in Maynooth and I liked the people aspect and the enjoyment of serving people and feeling good at being good at it. I thought long and hard when I did my leaving certificate and I was very fortunate to have a good teacher who took time in that year to discuss career options with his students on a one to one basis. Mine was at the side of the football pitch for about 15 minutes but it was great and very helpful.

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I narrowed it down to two options, one was supermarket management, in 1975 Supermarkets were in their infancy and the other was Hotel management. That teacher helped me process and filter both options. I recall like a light bulb moment or an aha moment, that this was precisely for m. I felt great about my choice and was determined to give it my fullest attention from that day.

Throughout your career, what has been your most difficult role and why?

I think the Gatwick Crest Hotel was my most difficult GM role and at the same time my most rewarding. I was appointed to the role in 1992. It was one of the first of its type of lease arrangements that Forte undertook. Forte leased the hotel from the British Airports Authority (BAA) for a very hefty rent. My area manager made it very clear that this had to work, the hotel was a loss maker under its previous operator Sterling Hotels and said you have to turn this around in 1 year, pay the rent and make a profit.

It was a difficult task as I had to make very severe cuts to the operation letting people go is never an easy task. We built the occupancy very quickly and I received enormous support from my line manager from head office with regard to HR, marketing, sales, rooms management expertise, and he gave me the freedom to do whatever it took to make this work.

I did a great deal with BA airline on creating a first class lounge for all their international flights. This was a game changer and it helped fill the bedrooms and also provided great rent for previously unused space.

I leased out a poor performing restaurant to a local chinese operator in Crawley town and it was very successful and reduced F&B losses whilst generating a great rent. I was very proud to have made it viable and I look back at that amazing management team at the Hotel at that time with huge respect and gratitude.

What advice would you give to students currently enrolled in hospitality & tourism programs.

I would say congratulations on choosing one of the most rewarding careers there is. This industry whilst on its knees now, will recover and will grow exponentially when we emerge. By 2030 1.8 billion international tourists are expected. That is 1/10 jobs in our industry and 10% of global employment. 1/5 of all global net jobs created in the last decade have been within the tourism and travel sector. I suggest you experience all departments, gain a broad understanding of the works of a hotel. It is a hugely rewarding career. It is hard work for sure, but enormously exciting. I strongly recommend gaining international experience, go overseas, learn new cultures, nuances and diversity. Seek out and take opportunities as they arise and allow yourself to take calculated risks for career progression. Be positive, be self aware in ambition, risk,levels, work ethic, mental resilience, and self introspection. Have some humility. I don't mean be subservient, have empathy, fun and energy, teamwork, commitment. This might seem a tall order but don't worry, a lot of this can be learnt and will come naturally to most in our industry.

You spent a few years of your career in hotels across the world. Can you share with us an interesting or funny story you experienced during that time?

I have many many stories from the middle east and Asia. I had great fun working there and my wife and three children still reminisce at the great family times we had.

I recall the Hotelier coming out of me when I was invited to Sunday lunch in Bahrain by an Irish couple and I dressed up accordingly and I forgot she said after lunch we will visit the jebel . I had my white shirt on and my polished shoes and I did not know a jebel is the arabic word for mountain, and visiting it meant climbing it! I still climbed that small mountain and we laugh every time we think of it.

I was on local radio in Bahrain every Friday with a 30 minute slot, I loved this. When I met my senior management team for the first time in Singapore, I held a management meeting to get to know them.

I introduced myself and they all went completely silent! I thought it must be something I said. Later I was informed that the culture there was that I was the boss and they were there to listen, follow, and not challenge the boss. I soon discovered that there is a thing called "face" in chinese culture where people will never say anything that might offend the other person in front of others.

Therefore it made it difficult to discuss interdepartmental issues but I learnt how to manage through this. They were wonderful people and a pleasure to work with.

The Guinness Storehouse, welcomed it's 20 millionth visitor while you were managing director. What would you say has been the reason for the success of the Guinness Storehouse besides being ”home of the black stuff”?

The Storehouse is an enormous success, first and foremost the brand itself is adored in Ireland and overseas. It is synonymous with Dublin and Ireland, so 1.75m visitors beat a track to it in 2019.

I also believe the fact we ran it like a 5 star hotel without the bedrooms set a great tonality for the culture, behaviour and tramlines for all to follow.

We became known for our hospitality and our great welcome.

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In addition, Guinness has been famous for its great marketing, and so right from the beginning of Storehouse, it was important to have skilled marketeers who continually evolved in line with emerging trends.

In 2016 we developed a strategy to move more of our guests to online booking, and shifted from 10% - 40% of the business booking online. This enabled us to make better connections with guests and manage the pre, during and post communications with visitors.

Then with the evolution of media, we ran great campaigns which further boosted the awareness of the Storehouse, like the partnership with Airbnb, Aer Lingus and Tourism Ireland which was a game changer.

Next generation marketing through great partnerships with like minded organisations is the way forward. I surrounded myself with great talent, having the best people and rewarding them for this success was instrumental to our success.

One of the other things we did well was that we listened to our visitors and constantly innovated and improved the offer. We constantly reinvested in making the centre better and made sure there was lots of noise around this. I was very keen on benchmarking globally and attending overseas trade shows for attractions. It is so important to be aware of global initiatives in the sector you operate in. We knew that instant word of mouth recommendations on our visitors handheld devices whilst they are in your building were what would drive future business. We always enjoyed a very high net promoter score of around 97%. You need all visitors recommending your business to their friends and family after they leave.

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Lastly, you were recently awarded the inaugural Eileen O’Mara Walsh Tourism Industry Lifetime Achievement Award, can you tell us how you felt about being awarded such a prestigious award?

I was out walking when I received the call that I had won this award and I was literally blown away.

I think I said are you sure? I thought three are many more deserving winners than me. This award is very special as it is from all across tourism. I love engaging with all sectors in tourism, I was so fortunate to have worked with Eamonn McKeon as chair of ITIC and Eamonn was the CEO. I learnt so much about tourism from Eamonn, he gave me a masterclass in understanding all things tourism, engagement with Government agencies, managing diverse sectoral interests with such great understanding.

In my current role as interim chair of Fáilte Ireland, I recently met with all sectors within tourism and I really enjoyed this and felt it was so important for the board to meet and listen to all these key players. We are all very fortunate to work in an exciting and dynamic industry in tourism, that chat on the side of the football Pitch with my teacher in 1975 has stood me in great stead and for that I am so grateful.

Dear Member, Recognising the impact this current lockdown is having on our members and teams, we hope that in some small way our recent IHI Mental Health & Wellness Series, provided you with some valuable insights on how rebalance, re focus and the importance of taking care of you.

We know there is still away to go and that the full impact of this lockdown will not be truly seen until we are back in full operations. It will be key that you look after your own mental health as you lead your teams forward. All three webinars are now available on the IHI website https://www.ihi.ie/past-events.html A very special thanks to our speakers for taking the time to share their knowledge.

Dani Sheil, is a Personal Development Coach. Dani spoke to members about Resilience for Wellbeing, how to cope with stress and anxiety. The value of Mindfulness practice and its connection to resilience and personal growth during adversity. For more information on the coaching and wellness sessions provide by Dani, please visit her website at https://danisheil.com/.

Elbha Purcell M.I.N.D.I, Head of Dietetics & Wellbeing for Aramark Northern Europe followed on from Dani and spoke about “Fuelling a Healthy Body & Mind” and how eating the right foods will make a positive impact on both our body and mind.

Lastly, but certainly not least, Bobby Kerr, Broadcaster, Entrepreneur and Former Chairman of Insomnia Coffee Company provided some motivational advice on the importance of keeping some turnover coming in to the business, having a short term plan as well as a post covid plan (flexible and adaptable), the importance of fitness in business and in life and 10 life tips to live by.

In partnership with the Restaurant & Hospitality Skillnet we have also organised a Supervising First Aid for Mental Health (Level 3) training. At the moment all dates are sold out, however we will advise if more dates become available. If you have a topic or area of training you would like to see us host, please feel free to contact myself or Cynthia.

Stay Safe, Stay Well and most importantly take care of you.

Regards

Tina HNN |

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FREE NOW, Ireland’s leading ride-hailing app has committed to support the transport of vulnerable people to vaccination centres across Ireland in line with the Government’s vaccine rollout. The company is committing €250,000 of its €1 million European investment to help Ireland’s national effort to roll out the vaccine to the most vulnerable groups over the coming weeks.

People eligible for the vaccine will be able to avail of the FREE NOW support of €20 towards their visit to and from from their nearest vaccine site. The money will be redeemable by submitting FREE NOW receipts via a dedicated page on the FREE NOW website. The support for vulnerable passengers will be available from 8 th February.

The ride-hailing company is uniquely placed to offer this service as it already has partition screens in over 60% of its fleet, offering peace of mind to passengers. This is the latest in a series of actions the company has taken to support with the COVID response, from creating the Medical fleet type to transport key workers at the height of the pandemic, to installing partition screens and handing out PPE to drivers who have been working throughout.

Currently, the Government is prioritising the vaccination of the most vulnerable groups across Ireland, including frontline workers and those aged 85 years+, to protect against COVID-19 to ensure they are protected. The FREE NOW investment has been made to help encourage and support safe journeys to vaccination sites for the vulnerable, many of whom are older and may not have access to private transport.

Niall Carson, General Manager for FREE NOW Ireland said: “It is so important that the most vulnerable people in Ireland are able to get vaccinated as soon as possible and part of this is ensuring they get to the vaccine centres quickly and safely. Taxi drivers have been keeping the country moving throughout the pandemic and this will be an extension of that. The sooner we can protect the vulnerable and have widespread roll out of the vaccine, the sooner we can all look ahead to Ireland’s recovery and a brighter future.”

Christopher Flynn, a taxi driver from Dublin said”:”It has been a tough year for everyone and we all want to do our bit to help in the national roll out of the vaccine so we can get back to some kind of normal.”

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THE ESTATE Mooiplaas Wine Estate and Private Nature Reserve is situated among the majestic mountains and fertile valleys in the Stellenbosch Winelands, approximately 40km east of Cape Town. Mooiplaas is a historic and traditional working wine farm. The vineyards lie on steep slopes of ancient mineral-rich soils in the Bottelary Hills of Stellenbosch, overlooking Cape Town.

Here Tielman and Louis Roos produce a range of environmentally friendly wines rooted in tradition and artisan techniques that make the most of the unique terroir.

LOCATION Situated in the Bottelary Hills of Stellenbosch, there is a difference of approximately 235 m between the highest and the lowest areas on the estate. From the highest point of the estate (370 m above sea level) one has a panoramic view over the Cape Peninsula, with False Bay to the left and Table Bay to the right.

VINEYARDS Mooiplaas Wine Estate & Private Nature Reserve uses an environmentally friendly and biodiversity approach to produce premium quality grapes each year. With the advantage of growing up on the farm and farming since 1980, the viticulturist, Tielman Roos, knows every intimate detail of the estate and the terroir.

One of the most striking features of Mooiplaas is the uneven terrain, from the meadows on the valley floor to the watershed on top of the hills. These topographical contrasts result in interesting differences in the microclimate.

The different slopes and varying heights are the most important factors to consider when Tielman takes that first critical decision: the combination of cultivar and rootstock for each terroir. Cape Granite, the mother material of the soils on the estate, is prominently displayed as outcrops and domes along the hills. It is the weathering of this volcanic rock that gives rise to the soil on the farm.

Mooiplaas covers an area of 243 hectares, of which approximately 100 hectares are planted with vineyards and 70 hectares are dedicated to the Mooiplaas Private Nature Reserve.

A collection of fabulous, modern style wines from the New World to be enjoyed with friends, family, loved ones, strangers or on your own to celebrate life!

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Technical Changes You Can Make To Ensure a Contact Free Service We are smack bang in the middle of lockdown number 3 but there is light at the end of the tunnel. With vaccines beginning to be rolled out, I think we can all see just about see an end in sight.

Albeit there are still a few months to go but this is the perfect time to be preparing for what your property is going to look like post lockdown. What measures are you putting in place to ensure your customers and your staff are feeling as safe as possible, without it having an impact on their stay or their jobs?

Here at iHotelligence, we have been working on some projects that we have launched over the last 12 months to move with the needs of the times. Below are some of these innovative solutions that could help you work towards a more contactless operation whilst still keeping the vision of the customers experience in mind.

Pre-Stay email with Check in and Payment Link We have spoken about our Guest App before, but it is definitely worth a little reminder. We have the capability to streamline your entire guest process. From the moment they book on your website to the moment they check in; we can ensure that the customer has the ability manage this all from their own phone. Once their reservation has been made, we can programme an automated email to go to the guest the morning of their arrival with a link which allows them to go through the registration process, the check in process and the payment process, all before the arrive at your property. This means that the only thing left to do is to pick up the key at Front Desk (unless you are interested in an integrated key lock system which would allow the room key to be delivered to their phone!)

Online Order at Table There are so many touchpoints when you enter a restaurant or a bar or a bedroom of a hotel. This is something that everyone is going to have to try and reduce once normality has resumed. During Lockdown No. 1, we saw this problem and pivoted our roadmap and can say now that we proudly offer a fantastic Online Ordering Platform that can be used for Dine In and Room Service offers. With our system, your customer can access your menu on their phone once they sit down at their table or arrive in their bedroom. With QR and Wi-Fi Captive Portal capabilities it is as easy as you handing them a menu direct. They then make their order, put in their table number or room number if it is a room service delivery and pay direct on their phone. Your team are still a presence in the bar or restaurant to cater to your guests requirements but with our system, you remove the need for physical menus, paper and pens, guest directories in bedrooms and much more. With this platform you can keep both your guests and your staff safe whilst ensuring their experience is not altered.

These are only 2 options in a multitude of helpful changes we can bring to your property. Our team are working tirelessly around the clock to help all our current customers and all of our future customers out there that we have not met yet to implement safe changes whilst still maintain the brand and heart of the property.

Any questions on the above products please contact our Sales Team on sales@ihotelligence.com or 01-2811960.

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Excel Recruitment excited to announce new support staff division for our hotel clients While doors may remain closed for the time being, the team at Excel Recruitment know the tremendous work being done behind the scenes nationwide in preparation for opening this summer.

The imminent reopening of our industry is an exciting prospect and we want to make it as seamless as possible for our clients.

Entrusted with their hospitality and catering recruitment requirements since our beginning, we are now delighted to be able to go even further with the creation of our newest division. Our close relationships with our clients, built over years of working together, allows us to clearly identify and directly respond to their needs, particularly in this ever-changing landscape.

Our new division was created in direct response to these needs and includes both temporary and permanent staffing solutions across: Security staff Cleaners, including our deep clean team qualified in infection control Financial Controller Accountant Payroll Accounts Payable & Receivable Credit Control HR Manager HR Administrator Reservations Agents & Customer Service Office Support & Administration On top of supplying hospitality and catering staff such as chefs, front-of-house, accommodation assistant, management of all levels and events staff, our new support staff division, led by our expert team and Commercial Manager Jennifer Maher, allows us to offer a fully comprehensive recruitment service.

To enquire about any of our recruitment services, either temporary or permanent, get in touch today with Jennifer Maher at jenifer@excelrecruitment.com or call 0879964404.

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A new way of thinking, living and working There is no real way of knowing how you will adapt to a situation before you’re plunged right into it. The circumstances of the last year have left us all a little on edge.

The pandemic has brought to light societal issues in relation to privilege, class and healthcare to name but a few. For those of us who are lucky enough to live plentiful lives, we have been shaken roughly awake, shaken out of the false sense of a predictable world we thought we could control, and thrown into a colder reality more reflective of what life actually is all about: the unknown.

Luxury to necessity Working from home seemed like such an elusive concept to most of us before this pandemic. Discussions with friends, in and out of the office, would turn towards the topic, and many people cited it as a top dream for day to day life. Not necessarily working from home all of the time, but the flexibility to work from home a couple of times a week. Net Affinity had recently introduced a policy where staff could work from home for a day a week, and it was still a novelty – and a luxury! – by the time the pandemic hit. Suddenly, we were all locked down in our respective households full time, non-negotiable, case closed. We, like countless other companies around the world, had no choice but to adapt. And we did. As a company, Net Affinity has adapted to become a remote-first working environment. Furthermore, we’ve decided to continue operating with a remote-first policy post-Covid, because we know it is the best thing for our staff’s happiness, well being and even work output.

Late last year, a survey by Hubstaff found that 58.25% of companies plan to combine remote and in-office work in the future. Recently, Leo Varadkar, Tánaiste, published Ireland’s first National Remote Work Strategy – a plan to make remote working a permanent option in post-pandemic Ireland.

In a statement, he said: “We can have a new and better normal incorporating all that we have learned from living our lives and doing business in a very different way. The requirement to work from home where possible, for reasons of public health, has demonstrated how viable home, remote and blended working can be. Postpandemic, I want remote working to be part of a whole new world of work and this new Government strategy sets out how we will enable it.”

How has having to work from home changed our lives for the good?

“Working remotely enabled me to go back to Slovakia, undergo surgery and recover in my home environment with family,” says Sarka, a Senior Digital Marketing Specialist here at Net Affinity. “I love working remotely, I am happy with the better sense of work life balance it has allowed for. I love my morning routine which includes journaling, yoga, walks – it brings me joy and peace.” eCommerce Manager Sara, says: “Working remotely works great for me. I’m much more relaxed. The time I had been using for commuting is now spent on doing things I enjoy – sports, walking, cycling. I know that for many people working from home might mean the line between work life and private life is more blurred but I have no issues with closing my laptop once the job is done!

Another positive thing I have noticed is that meetings can be just as efficient and productive virtually as they can be face to face. I work directly with clients, which I love, and although I am looking forward to returning to some form of face to face contact with them at some point, it is still reassuring to know the ability to have virtual meetings gives us full flexibility.”

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What do we miss about working in an office together?

One of our strengths at Net Affinity is undoubtedly the people. The culture in our office environment was effortlessly comfortable, friendly and relaxed – over the sound of keyboards tapping and brains working hard, there was always a laugh being had in one corner or another! That’s what happens when you have people working side by side who actually like each other.Although we are no longer sitting side by side or spending social time together physically, we’ve managed to keep our bonds strong by keeping in touch with each other via virtual coffee mornings, baby showers, charity events, and of course the odd pub quiz.Onboarding & Implementation Specialist, Laura, says: ” I really enjoyed the office culture and being able to see all the lovely faces in Net Affinity every day! Although I still feel very close to my co-workers (we’re good for regularly chatting virtually over coffee!)

I do miss the good vibes and energy that we had in the office. Keeping up virtual company activities helps though, and can make it feel like I’m working with my colleagues almost as closely as if I was sitting right beside them in the same room again.I’m living in a new city now (Strasbourg in France) and I love to explore it, be that for walks near my house or a trip to the beautiful Alsace area (whenever there’s no lockdown). This has given me the opportunity to live closer to my family, my friends and my fiance’s family, which has definitely made my day to day more exciting.”

What does the future hold for remote working?

Sara says: “I think loads of companies have realised they can trust their employees and remote work doesn’t impact productivity in a bad way whatsoever (on the contrary, it actually can improve productivity). Also, Digital Nomads has become a huge community over the last couple of months so the trend of people looking for remote only jobs that suit their lifestyle choices will only continue to grow. Nobody thinks about remote working in a flippant, wary manner anymore. We’ve all learnt quickly how to manage it well and trust each-other. Despite all of this craziness, that’s a good lesson.”

And what about for hotels? Following the developing trend very closely, last year some hotels delved straight in and built packages specifically targeted towards remote workers. Lockdown will not last forever, and there will be a desire in people to shake up the monotony of doing everything from home – people notably tire from working at home constantly. This is without a doubt an area you should jump on in 2021, as we previously mentioned in our recent hospitality trends piece! Think about your hotel and consider factors like high-speed wifi, comfortable seating and desk space, quietness, room temperature control and any additional amenities that may be attractive.

Like what you read today and interested in learning more? Sign up to our blog for weekly insights straight to your inbox.

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Guestline introduce a new payments proposition for hoteliers - GuestPay. A simpler, quicker and more secure payment system for hoteliers.

Guestline has launched GuestPay, a simpler, quicker and more secure payment system for hoteliers.

Renowned for being pioneers in bringing innovative solutions that combat daily pain points for hoteliers to market, Guestline have once again broken the mould with a product offering that bolsters hoteliers into the driving seat when it comes to payments.

The current payment processes in hotels is fragmented, reconciliation is gruelling and the lack of visibility of payments is a problem. Having multiple points of contact for payments proves difficult and, in a world, where cashflow is vital, settlement terms are just not good enough (why should hotels have to wait up to 5 working days for a payment to reach their bank?). Its time to change the game.

A single, dedicated omni-channel provider who simplifies the process, negotiates better rates on your behalf and gives you faster access to your funds. GuestPay is here.guestline.com/guestpay Guestline has partnered with Trust Payments to provide a full-service solution for hoteliers which combines the operational and payment systems (payment gateway, merchant acquiring services and chip & pin terminals) into one centralised hub, ensuring a seamless and swift flow between the booking stage and payment into the Hotel’s bank.

Andrew Williams, Product Strategy Director at Guestline, explains ‘It's no big secret, payment processes within the hospitality industry leave a lot to be desired. For too long, we have settled with work arounds, it is now time to say goodbye to complicated and long-winded payment systems that lack visibility and have steep costs.

With GuestPay, hoteliers will only deal with one, dedicated omni-channel provider that simplifies the process and gives them faster access to their funds. Through the power of numbers, we have negotiated a better rate for all 2500+ hotels powered by Guestline so it will save hoteliers money and streamline processes…which ultimately will give them more time to spend with guests.’

This industry first is a milestone for hoteliers and has been welcomed with open arms by Guestline’s 2500+ strong customer base and is now readily available to all.

Sarah Abernethy, Director of Account Management at Trust Payments added – “GuestPay will reduce hidden costs being passed on by multiple providers, and by merging together Guestline’s existing payment gateway solution (e.g. Direct Booking Manager, Channel Manager, PMS and EPoS) with payment terminals (Pin Entry Device) and acquirer services (who settle the payment), hoteliers will be able to take back control and reap the benefits. We are delighted to be a part of this revolutionary product; it is an extremely exciting time for the industry.”

For more information, or to request a proposal of GuestPay for your hotel visit www.guestline.com/guestpay HNN |

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IHI PATRONS