IHI HNN February 2022 by Irish Hospitality Institute

HNN HOSPITALITY NETWORK NEWS

The IHI Founders's Evening & Hospitatiity Management Awards are back in 2022. Pictured General Manager of the Year 2019 Alan Buckley with Cathal Divilly and past IHI President Oonagh Cremins.

FEBRUARY 2022

HNN CONTENTS 3 President's Note Brian Bowler FIHI 5 NEW MEMBERS & IHI EVENTS 7 IHI National Hospitality Management Business Game 10 THE GREAT RESET Healthy Place to Work 14 The value of Cultural Intelligence (CQ) Dr Deirdre Ryan 16 What's the Future of Wine Classic Drinks 18 How Hybrid is the way forward Earl Murtagh-Naughton 18 Expert Chef to Attract Top Talent For The Hospitality Industry Excel Recruitment 18 Give Up On Dating Guestline 28 Education & Training HNN |

PRESIDENT'S NOTE Dear Member, With most of the industry now re-opened and as we continue to rebuild our teams and business, it is important that we reflect and appreciate the sacrifice, perseverance and determination it has taken for us to get here. It has certainly not been an easy feat. The past two years have been a roller coaster of emotions for most and although we are not out of the woods yet, there is a feeling of excitement in the air. As we continue into 2022, the IHI Board and Executive are delighted to share that we are looking forward to finally getting back to live events. The first event will be the 37th IHI National Hospitality Business Management Game, which will take place on Monday, 7th of March at the Clayton Hotel Dublin Airport. The game will be followed by a student seminar at 2 pm. This is a fantastic opportunity to meet our students and future young managers. I would encourage all our members to come and support the very talented teams competing in this year's game. Plans are now underway for a series of webinars and also live events in Leinster, Munster and Connaught and details will be shared in due course. I am also delighted to confirm that after a two-year hiatus, the IHI Hospitality Management Awards will be back on the 24th of November and the opening date for nominations will be shared soon.

Best wishes,

Brian Bowler IHI President 3

The IHI Founder's Evening & Hospitality Management Awards are back 24th November 2022 More details coming soon.

Welcome New Members

Kevin Seegaren Vydelingum Aramark Northern Europe Vanessa Davis The Twelve Hotel, Galway Andrew Moore, The Conrad Dublin Vanessa Davis, The Twelve Hotel. Galway Marcin Worek, The Fitzwilliam, Dublin Darragh Harnedy, Lyrath Estate Hotel, Kilkenny Jo-anna Mockler, Galway Bay Hotel Stephanie Portrey, Hospitality Industry Overseas

IHI Events

"Building a Healthy Work Culture: Understanding what is Impacting Your Wellbeing at Work" with guest speaker Fania Stoney. When: Tuesday, 1st of February Time: 10.30. Register here.

The IHI National Hospitality Business Management Game & Student Seminar is back live in 2022

2021 Winners - GMIT

This year, five teams from across Ireland will have the opportunity to compete in person to win the 37th Irish Hospitality Institute's National Hospitality Business Management Game. Due to Covid restrictions, the game was held virtually in 2021 and the game had been originally planned as a virtual event once again, however, with the recent lifting of restrictions, the students were eager (as were we), to get back to a live event.

The business game is an opportunity for teams to showcase their talent and potential aspects of business such as Sales & Marketing, Revenue Management, Finance, Human Resources, Training & Development and Operations.

2020 Winners - TU Dublin

As in previous years, a student seminar will also take place following the game, giving both the competing teams and other students in hospitality programmes, the opportunity to hear about career journeys and advice from industry professionals. We invite all members to join us on 7th March at 2 pm at the Clayton Hotel Dublin Airport for an opportunity to meet these fantastic students. 2019 Winners - Dundalk IT

Here in Healthy Place to Work Ireland, we have the privilege of partnering with organisations as they build, deliver and brand their work culture. While much of the current narrative concentrates on The Great Resignation, our research shows us that The Great Reset is a more accurate description for the Irish talent landscape as it heats up in 2022. It is clear that expectations have changed and we need to update how we support our own people and attract new hires to our business. Here are four things that organisations are doing to look after their people and set themselves apart from their competitors in 2022.

1. Connect the Dots between People & Impact Organisations are creating the space for people to understand how what they do makes an impact. Most people want to feel like what they do matters and create a sense of meaning and purpose. Taking the time to foster this sense of purpose serves as a refresh and a way for people to find renewed motivation in their role and work. It can also help us shape what story we want to tell the talent market, and how their role fits into the overall trajectory of the business. 2. Create Opportunities to Grow and Learn After reflecting on how their work has impact, people will want expand their capabilities and continue to grow. The best organisations in this space demonstrate how their people matter by showcasing that its leadership invests in learning and their peoples' professional future with the company. Organisations with a culture of learning have strong engagement levels, are more innovative and feel more prepared to take on challenging tasks as a result of feeling more competent and confident in their abilities.

3. Connect, connect, connect We have spoken previously about any future leaders' need to choose their digital volume carefully in an increasingly technology-focused world. When reflecting on their experience of work, people will dwell on their opportunity for meaningful connection, regardless of where or how they work. Organisations need to think about the connection cadence, and make sure they are creating chances for people to come together beyond business-only meetings. Individuals can also focus on building their own healthy team.

4. Build in Recovery For any organisation building a health and wellbeing plan, it is essential that rest and recovery mechanisms are built in. This can be as simple as creating the space for people to down tools and take a break. A simple reset done on a regular basis, is going to be far more effective than one Great Reset that takes a global pandemic to happen.

The value of Cultural Intelligence (CQ) for the Hospitality Industry Dr Deirdre Ryan Lecturer, School of Hospitality, Management & Tourism, TU Dublin We live in a world where a great diversity of people live and work closely together. Individuals and communities are more connected than ever before. As a result, Cultural Intelligence (CQ), which is the capability to work and relate effectively in multicultural situations, is a crucial skillset in contemporary global workplaces (Earley & Ang, 2003). The hospitality industry, by its very nature, is people intensive and the need to effectively deal with people from diverse cultural backgrounds is central for success. This is relevant from both a workforce and customer service perspective. Prioritising cultural intelligence helps organisations improve retention by learning to better engage with multicultural employees. It also helps you better understand the changing dynamics and needs of your clientele ensuring products and services are culturally relevant. It can increase your access to international tourist markets and enhances your success in culturally diverse markets. People from different cultural groups and backgrounds, including interalia, nationality, ethnicity, generational and gender groups, hold varying beliefs, values, expectations and assumptions. Different cultural groups see the world differently, communicate differently and negotiate differently. Cross-cultural people management and customer service are an inherent dimension of the hospitality industry. CQ can significantly change the way people interact with one another. It recognises the knowledge, skills and characteristics that are necessary to work effectively with diverse clients, colleagues and partners. Diversity coupled with CQ leads to innovative and creative solutions to industry challenges. So, how can we develop our CQ? Firstly, research demonstrates that CQ is malleable, it can be developed and improved. CQ has four key capabilities, namely CQ Drive, CQ Knowledge, CQ Strategy and CQ Action.

CQ Drive- this is your level of interest, persistence and confidence during multicultural situations (CQ centre). CQ drive focusses on your motivation for wanting to work cross culturally. It considers intercultural situations that are challenging and helps you manage the stress that may come from addressing such challenges. It helps you leverage your motivation to gain the benefits of working and relating with colleagues, customers and clients from different cultural backgrounds. CQ Knowledge – this is your understanding about how cultures are similar and different (CQ centre). CQ knowledge provides useful insights into why people think and behave the way they do. It helps address pertinent questions such as: ·How do cultural expectations influence customer satisfaction? ·How can we gain a competitive edge by acknowledging the diversity of our customers’ needs? ·How can we more effectively lead culturally diverse teams? CQ Strategy- this is your awareness and ability to plan for multicultural interactions (CQ centre). It is critically important for ensuring our CQ Drive and Knowledge translate into intercultural effectiveness. It ensures you are cognisant of other’s cultural preferences both before and after interactions. CQ Action- this is your ability to adapt when relating and working in multicultural contexts (CQ centre). This involves adapting your verbal and non-verbal communication by drawing on a broad repertoire of behaviour. The first step to becoming more culturally intelligent is to become aware of your own level of CQ and identify your strengths and areas for improvement. In line with the old adage ‘know thyself’ we must understand our own cultural preferences and values before we can start to understand others. Subsequently you can actively develop your own CQ development plan and critically reflect on cross-cultural challenges in the hospitality sector, better understand the values and needs of diverse clientele and develop CQ informed business strategies to boost profits. If you are interested in learning more about CQ and future training courses, please contact Tina Maree (email tina.maree@ihi.ie).

Dr Deirdre Ryan is a lecturer and researcher in TU Dublin. She is currently lecturing in the field of intercultural studies & Cultural Intelligence (CQ). Her research interests include Internationalisation of the Curriculum (IoC), CQ, Transversal Skills and Continuous Professional Development in Higher Education. She is passionate about best practice teaching methodologies and in particular, re-imagining international education.

How Hybrid is the way forward for the Hospitality Industry combining the best of Virtual and In-Person events by Earl Murtagh-Naughton Head of Marketing & Brand Development, IMS As a return to in-person events draws closer, the reality is we have gained far too many benefits and technological advances during the pandemic to simply walk away from virtual events. There are also many challenges facing hotels hosting events post-Covid including facilitating larger audiences, implementing health and safety protocols, and catering to online guests from abroad. What is a hybrid event? It is an event that incorporates in-person plus virtual elements at the same event. Hybrid events can be hosted on the Zoom Events or Webinar platforms, just like other virtual events, but can also include in-person presenters and sometimes in-person attendees. If you’re hosting hybrid events, it’s important to ensure that all attendees have an equally engaging experience and the same opportunities to offer feedback. Similarly, it’s important to have ways to capture information and data from both in-person and virtual attendees in order to follow up, track your results, and get the best ROI.

Benefits of Hybrid Events As the world begins to make the transition away from purely virtual events with options to travel and host larger gatherings again, hybrid events bring together the benefits we’ve embraced from virtual events and the energy and excitement of gathering in a live venue again. Some of the benefits of hybrid events include: The ability to offer recordings on-demand after the event Ways to track online attendance and capture leads Convenience Cost and time savings for attendees who don’t have to travel Reduced costs for event hosts who may be able to hold events in a smaller space Bigger audience attendance Increased creativity Improved feedback

Reach a Larger Audience with Hybrid Events Hybrid events allow you to line up presenters, sign sponsors, and reach attendees that a purely in-person event may not. You can reach a wider audience with no geographic boundaries and can even connect with presenters from across the world. Meanwhile, the attraction of in-person attendance at hybrid events makes it more enticing to sponsors than virtual events while offering the added benefits and visibility of on-demand recordings after the event.

Create an Engaging Experience for In-person and Virtual Attendees To create an engaging hybrid event, you shouldn’t plan to just stream in-person interactions to remote audiences. Provide virtual gathering spaces for remote attendees to connect. Address their questions online. Use polling features to make remote attendees feel like they are part of the action. Track Results for Better ROI One of the great things about virtual events is how the right platform makes it easy to gather data and track analytics. But adding an in-person element can make it harder to track conversions, since attendees may not take action until they return home after the event, and it may not be a linear path to a sale, such as visiting a website while they are watching a presentation at home. Compare results for life versus virtual components and see if you can make sure you offer both types of attendees the elements that were most effective in driving results. Want to learn more about hosting a hybrid event? Reach out to the team at IMS by email on sales@imedia.ie

Excel Recruitment, Ireland’s Leading Hospitality Recruiter has hired an Expert Chef to Attract Top Talent For The Hospitality Industry Originating from Blanchardstown, Neil Redmond started his culinary career working as a Commis Chef in local restaurants while attending DIT on Cathal Brugha Street. Neil’s culinary career officially started to take shape post college, where he started working under Dylan McGrath in the opening of the Rustic Stone. Following on from this, in the early 2010's Dylan McGrath, renowned as a ‘creative genius’ and Michelin starred chef opened Fade Street Social where Neil once again, stepped up his culinary skills in the kitchen and learned even more about in-depth fine dining & cooking techniques. With such an incredible culinary background, we managed to pull Neil away from the kitchen and his new recruiting role to find out why he decided to switch careers and become a recruiter for the Hospitality Sector. Tell us a little bit about your background Neil… What inspired you to become a chef? From a young age, I experimented with flavours and ingredients in my own time at home. So, when I started working as a Commis Chef in local restaurants, my love of food & creative dishes really began to flourish. After I finished college, I was lucky to have gained some expert tips & advice from Dylan McGrath during my 2-year stint working in the Rustic Stone. I was later given the opportunity to train under the culinary leadership of Ryan Stringer at Ely for another two years where I really started to come into my own, forging new and varied culinary talents. From there, I decided to work with an old friend of mine in the Old Schoolhouse in Swords. This position really progressed my expertise in the industry as it was here that I ran my first upstairs 60-seater Restaurant, and as a result, I was delighted to accomplish a number of awards thereafter. Do you have a top tip that you share with people in the kitchen? How has your background as a Chef Transitioned into a recruiting position? Always follow your Chef’s direction and trust their guidance. Ask questions, I have always been fascinated by the why, for example, why do lamb and rosemary go well together. What makes that work? check seasoning. Learn from mistakes. Everyone makes a mistake, but it doesn’t have to be a bad thing, a mistake can be a great teacher. It’s how we refine our skills as Chefs. Every dish is a reflection of the Chef and the establishment. One dish has the power to set the tone for an entire evening, so it’s important for a Chef to have that passion and show it on the plate 20

While I was working in the Old Schoolhouse in Swords, I was given the opportunity to assist in the opening of Ruby’s. This was an exciting experience where I had a lot of involvement in the development of the menu, opening of the restaurant, training of staff, and establishing standard operating procedures. In the latter part of my career, I worked for almost four years at Press Up entertainment where I was involved in the opening of several high-profile properties including Dollard & Co, The Mayson Hotel, Doolally (working alongside Alfred Prasad who currently holds 2 Michelin Stars), Stella Theatre, and Cara’s (part of Centerparcs) to name but a few. Each role required me to provide support & development to their staff and since then, I gradually transitioned into the Hospitality Recruitment Industry.

What are you most excited about in your new career with Excel Recruitment? In my previous positions, I would have spent a lot of time in each individual venue that needed support. I really began to understand what was needed from all levels of staffing requirements, and it really spurred on my passion to recruit the right type of talent for this industry. With nationwide staffing shortages, the time has never been more important to partner with a reliable recruitment agency. Excel is Ireland’s leading specialist recruitment agency holding a database of over 1000 clients, 85,000 candidates and a team of 80 expert recruiters. With four offices located in Dublin, Kildare, Cork, and Galway, Excel has rapidly become the largest hospitality recruitment firm in Ireland. Therefore, it made sense for me to further my Recruitment Industry experience within an established business who understands what the Hospitality industry needs to succeed. I have also worked with the panel of Chefs of Ireland for a number of years, and I even competed in Chef Ireland over my career journey with moderate success achieved. I thoroughly understand the career aspirations of my candidates and I also know what businesses require from staff to run a busy restaurant. Get in touch with me if you need advice and I will help in whatever way I can. You can contact Neil for more information by calling 087 625 6793 or you can email Neil at neil@excelrecruitment.com.

In 2020, Tobaccoland identified the growing trend of a cashless society and embarked on a program of installing cashless payment solutions on our FUTURE Vending Machines. Our FUTURE machine was designed by Tobaccoland and manufactured in Spain by GM Solutions. These machines are exclusive to Tobaccoland. Tobaccoland are currently the only Cigarette Vending company to offer this service in Ireland. What this FUTURE machine offers is a hassle free method of dispensing tobacco products for both Hotel/Pub and the consumer. Along with our FUTURE vending machine, Tobaccoland can also provide your premises with a cash for coin service with no fees charged.

Contact Declan Costello for more information: dcostello@tobaccoland.ie

Recognise your teams with IHI Group Membership

Contact the IHI team for more details.

Shannon College of Hotel Management are delighted to announce the addition of two new Masters Programmes and a range of Stand-Alone Business Modules to their current offering. The masters programmes at Shannon College are taught on a Monday and Tuesday to allow students the flexibility to continue to work while they study. Choose to study your masters on a full or part-time basis. Learn more about the New Masters Programmes now available at Shannon College : MSc Global Hospitality Management & Intercultural Communications MSc Hospitality Performance, Revenue & Asset Management Shannon College also now offers a range of Stand Alone Business Modules: Global Business & International Human Resource Management Information Technology for Hospitality Performance & Revenue Management Hotel Asset Management Intercultural Business Communications Project Management Strategy & Innovation for Hospitality Applications Open Now For more information please contact: sarah.omahony@nuigalway.ie or visit our website to learn about upcoming Virtual and On Campus Events.

With the industry reopening customer demands for food and beverage services will increase, alongside customers expectations for services. Many of you may have new team members who lack the basic skills and knowledge and we are here to help! We have a range of partially funded courses upcoming. When booking courses through the below links where course fees apply, please use the MEMBER DISCOUNT CODE. Discount Code: RHmember19 If you have any queries contact niamh.omalley@rai.ie CREATING “CONTINUOUS IMPROVEMENTS” IN F&B OPERATIONS This workshop will give the participants a good basic understanding of how LEAN and Six Sigma can be applied in an F&B setting. The workshop will cover many examples which will help the participants to implement their own projects. Course Date: Monday, 31st January 2022 Duration: 10am - 1pm Location: Virtual Delivery Full Fee: €115 Network Members Fee: €89 Delivered by: Tom McDermott, Agility Hospitality Creating “continuous improvements” in F&B Operations - Info/Book Here! WELLBEING 2022- BUILD CONFIDENCE, RESILIENCE AND MOTIVATION This programme includes the latest proven strategies to understand emotions in ourselves and others and is central to improving our wellbeing. Understanding emotions in ourselves and others is central to improving wellbeing. During four powerful interactive sessions, deep dive into proven strategies you can use to improve each area of wellbeing. Discover to how to better understand emotional intelligence and become more selfaware. This programme teaches a wide range of techniques and practices in four key areas: mental, physical, social and environmental. This programme will reduce stress and increase productivity and engagement. The objective of this programme is that attendees will feel more confident and capable, boost relationships with others, increase physical vitality, and their sense of accomplishment and personal fulfilment in life. Includes Private 1 to 1 Coaching Sessions and a Free Emotional Intelligence Assessment to support your EI development - (Worth €250). Start Date: 7th, 14th, 21st and 28th February 2022 Duration: 2.30pm-4pm each day Location: Virtual Delivery Full Fee: €254 Network Members Fee: €224 Delivered by: Una Crilly, Positive Impact Wellbeing 2022- Build Confidence, Resilience and Motivation - Info/Book Here!

SELLING, UPSELLING & CROSS-SELLING FOR FRONT OF HOUSE TEAMS 8TH FEBRUARY This programme addresses critical success factors for the hospitality sector. This tried and tested programme helps to create a commercial culture with Front of House teams, including Reservation Teams, Front Desk and F&B teams. The key elements are built to develop clarity around goals, enhanced selling & upselling skills and confidence in individual and team performance that lead to measurable results in enhanced revenue and employee performance. Course Date: Tuesday, 8th February 2022 Duration: 10am - 1pm Location: Virtual Delivery Full Fee: €110 Network Members Fee: €80 Delivered by: Cariona Neary, Neary Marketing & Communications Selling, Upselling & Cross-Selling for Front of House Teams 8th February - Info/Book Here!

SUPERVISORY SKILLS PROGRAMME STARTING 16TH FEBRUARY This programme provides impart skills that you are expected to know but have never had the opportunity to learn. The programme consists of a 3 hour zoom session, once a week over 5 weeks with 2 projects as part of the programme. This is an ideal opportunity to network with others in the industry. Course Dates: 16th, 23rd February, 2nd, 10th & 16th March 2022 Duration: 10am - 1pm on each day Location: Online via Zoom Full Fee: €368 Network Members Fee: €313 Delivered by: Karen Healy, Meraki Supervisory Skills Programme starting 16th February - Info/Book Here!

Professional Kitchen Management A one-day interactive online workshop delivered by Martin Potts, Synergy Prochef. You will explore how to set effective menu pricing, menu planning for profit, examine the kitchen viability post covid, wastage, tax and margin pricing and more. Course Dates: 22nd February 2022 Duration: 1 day Location: Online via Zoom Full Fee: €155 Network Members Fee: €110 Delivered by: Martin Potts, Synergy Prochef Professional Kitchen Management 22nd February - Info/Book Here!

Essential Leadership Skills for the Hospitality Industry 2nd & 10th March For your hospitality business, the skills of building a culture of engagement among your team members is essential to helping you achieve sustainable competitive advantage. In this intensive two-day Leadership Programme, you will learn the distinction between personal leadership and leading your team. You will learn how to effectively communicate goals and develop essential training and coaching skills to help you hold your team accountable, recognise their successes and address areas for further development. This programme will provide you and your organisation with the skills to build a team that will help to create outstanding experiences for your guests. Course Dates: 2nd and 10th March 2022 Duration: 2 Days 10am - 1pm each day Location: Virtual Delivery Full Fee: €130 Network Members Fee: €100 Delivered by: Cariona Neary, MSc of Neary Marketing & Communications Essential Leadership Skills for the Hospitality Industry 1st & 2nd Feb -Info/Book Here!

For further information, and to view all courses which we have on offer, please visit our website by clicking the button below: All Available Courses (Includes Programmes Above)

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