HNN HOSPITALITY NETWORK NEWS
Duncan O'Rourke, CEO Northern Europe at Accor
NOVEMBER 2021 ISSUE
IHI HTP Day 25th November 2021
Bill Walshe, CEO Viceroy Hotel Group
HNN CO 4 BRIAN BOWLER FIHI President's Note 5 IHI EVENTS IHI HTP Day & Founders Evening 8 WELCOME New Members & Business Partners 12 FÁILTE IRELAND’S JOURNEY TO BECOMING A BEST WORKPLACE Great Place to Work
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NTENTS 16 GUESTLINE GuestPay wins ‘Best Technology Product’ Award 20 NETAFFINITY What are the hospitality trends for 2022?
Details on page 7
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PRESIDENT'S NOTE Dear Member, As we start to rebuild our industry and talent pools, I am delighted to invite you to join us for IHI HTP Day on Thursday 25th November. I will be joined on a webinar beginning at 10 am by industry experts to discuss the challenges we as an industry, are facing. Not just in Ireland but worldwide. We will discuss retaining and attracting talent and address the much-needed change of perception of the industry by ensuring that our brand expectations reflect our management practices. Following IHI HTP Day, we invite you to join us for our IHI Founders Evening “ Le Cheile Aris” taking place at Guinness Storehouse. As President, I am looking forward to welcoming you to our first in-person event since March 2020. On this special evening, we will celebrate and honour four members who will be enrolled to the IHI College of Fellows. We will also mark 25 years since the launch of the IHI Awards in 1996. Looking ahead to 2022, we are looking forward to the return of the IHI Hospitality Management Awards in the Clayton Hotel Burlington Road. I'd like to take this opportunity to give a very special thanks to our Events Committee, Chair Russell Hadley, Muireann King, Noel Cafferkey and Daragh O’Neill supported by the IHI team. The 2021-2023 IHI Board held a strategy day on October 12th at the Aishling Hotel. The meeting was facilitated by IHI Member Karen Healy who assisted the Board in looking at ways of FutureProofing the IHI for years ahead. I look forward to sharing our outcomes with you in the coming weeks.
2021-2023 IHI Board 4
A very special thanks to IHI Fellow Francis Brennan FIHI for joining me for a fireside conversation to discuss the importance of quality customer service and taking care of your teams. I recently had the pleasure of welcoming Lecturer Raymond Keaney and a group of TU Dublin Tourism & Hospitality Management Students to The Montenotte Hotel in Cork, as part of their tour through Cork City. It was fantastic to see such great enthusiasm from the students. This year the IHI celebrated 56 years of supporting Hospitality & Tourism Professionals in their development and creating those allimportant networks. As Managers and leaders, I encourage you to consider IHI Membership for your team and encourage younger team members to become involved in the IHI. The development of team members plays a crucial role in retention and is more important than ever. TU Dublin Hospitalty Management Students
All the best,
Brian Bowler IHI President
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IHI FOUNDER'S EVENING
“Le Chéile Arís” Please join us as we celebrate our first social event since 2019. On this very special evening, we will enrol four members to the IHI College of Fellows. Thursday, 25th November 2021 The Guinness Storehouse, Dublin Seated Drinks Reception 7.30 pm Dinner 8.00 pm IHI Member Ticket - €95 Member Table of 5 - €450 or 10 - €900 Patron & Trade Tickets of 5 - €450 Dress code: Semi-formal To reserve , please email awards@ihi.ie or call 01 -6624790
Welcome New Members
Kevin Boland Hotel Manager Palace Hotel, San Francisco, California.
Denis Hurley Group Assistant Reservations & Revenue Manager Trigon Hotels
Welcome New Business Partners
Founded in 1996 in Amsterdam, Booking.com has grown from a small Dutch startup to one of the world’s leading digital travel companies. Part of Booking Holdings Inc. (NASDAQ: BKNG), Booking.com’s mission is to make it easier for everyone to experience the world. By investing in the technology that helps take the friction out of travel, Booking.com seamlessly connects millions of travellers with memorable experiences, a range of transport options and incredible places to stay - from homes to hotels and much more. As one of the world’s largest travel marketplaces for both established brands and entrepreneurs of all sizes, Booking.com enables properties all over the world to reach a global audience and grow their businesses. Booking.com is available in 43 languages and offers more than 28 million total reported accommodation listings, including over 6.2 million listings alone of homes, apartments and other unique places to stay. No matter where you want to go or what you want to do, Booking.com makes it easy and backs it all up with 24/7 customer support.
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Fáilte Ireland’s Journey to Becoming a Best Workplace The tourism industry in Ireland generates 5 to 7.6 billion per year for the economy and employs around 200,000 individuals. Fáilte Ireland, as the National Tourism Development Authority, work tirelessly to ensure Ireland is seen as a high-quality tourist destination, supporting our economy and those who rely on it. To achieve this, Fáilte Ireland relies on an innovative, agile, and engaged workforce, qualities which they have ingrained into their culture. How did they achieve this though? Let’s find out. The Journey Begins In 2017, Fáilte Ireland entered the Great Place to Work Programme. Their initial Trust Index Survey© results highlighted that it would benefit from further culture developments, to identify focus areas and to translate knowledge into actions. Through the transparent sharing of survey results across the organisation, and with the full backing of senior leadership, the organisation set their sights on establishing themselves as a Great Place to Work. Developing a Road Map With assistance from our consultants, Fáilte Ireland's team set about addressing the focus areas identified through the Trust Index Survey ©. Newly developed initiatives to drive engagement would soon follow, as the organisation began to transform data into actions. Through improving their internal communication, establishing a staff forum, engraining a culture of recognition and much more, the organisation began to yield the fruits of their labour. Aligning on Direction As Fáilte Ireland established practices and enhanced their culture, it was important for them to ensure all in the business understood the direction the organisation was moving in. By devising their organisational values, in conjunction with their employees, those in the business knew not only where the organisation was going but helped chart the course. These values, meaningful to all as a result of co-creation, would offer the why as to the logic behind decisions made in the business and ensured sound guiding principles would guide them on their journey. 12
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The Journey Continued With each year of involvement in the Great Place to Work Programme, Fáilte Ireland’s trust levels would increase. Their annual survey results would provide validation for their efforts, across all key areas, their employees voiced their appreciation for the efforts taken by the business. In 2019, the organisation received Certification as Great Place to Work, cementing its position as a culture where talented people could thrive. Unwilling to rest on their laurels, they would continue to introduce a range of new initiatives such as an annual recognition awards event and wellbeing supports. Arriving and Looking Forward In 2020, Fáilte Ireland built on its Great Place to Work accreditation and was officially recognised as one of Ireland’s Best Workplaces. What’s more, the tireless efforts of CEO Paul Kelly would see him receive the title of Ireland’s Most Trusted Leader, in recognition of his inspirational and transformative leadership style. The work done by the organisation enabled them to be agile during the pandemic, shifting their focus to support the hospitality sector and ensuring the safety of those within it. Fáilte Ireland continues to develop their culture and inspire their employees as they ensure the economic growth of the Irish tourism sector. Interested in starting on your Great Place to Work journey? Get in touch with our team today!
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Guestline’s GuestPay wins ‘Best Technology Product’ Award
Guestline’s team storm home with a win for their innovative payment solution, GuestPay, which delivers ‘cost savings and time savings to help operators adapt to changing consumer demands’ GuestPay, the innovative and secure payments solution for the hospitality industry, triumphed in the first ever Boutique Hotelier Awards, organised to recognise the most innovative new products, reward remarkable hotels, and mark the achievements of excellent staff and employers in the sector. New contactless payment landscape Andrew Williams, Guestline’s Product Strategy Director commented, ‘We’re delighted to have won the award for GuestPay – it’s 18 months in the making and a real team effort across the company so a superb accolade for the team and recognition of all their hard work. GuestPay was developed to meet the needs of the new contactless payment landscape and today’s guest expectations, as well as delivering better value and profitability for hoteliers. Hoteliers tell us that it improves and automates their processes, saving them time and resources, which are better spent with the guest. It offers a significant step-change in the management and fulfilment of guest payments and we launched it at a time when contactless solutions were becoming critical to recovery and operations.’ Cost savings and time savings ‘This distinction recognises suppliers that have developed new solutions to improve processes for operators and drive bookings. Guestline has gone above and beyond to support its customers over the last 18 months, under the most challenging circumstances. Its technology provided cost savings and time savings to help operators adapt to changing consumer demands, making services much more efficient and seamless’ commented Zoe Monk, Senior Editor at Boutique Hotelier. The 2021 BH Awards saw 12 accolades presented to operators and suppliers as the creativity and resilience of the industry was celebrated. 16
Andrew Williams, Guestline’s Product Strategy Director and Zoe Monk, Editor of Boutique Hotelier
About GuestPay The award-winning solution is a simpler, quicker and more secure payment system for hoteliers that 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. Another major benefit is in securing revenue for hoteliers by enabling guests to settle their invoice or deposit payment pre-stay. Client testimonials We're proud of what we've achieved with GuestPay but it's what our clients think about the solution and how it benefits them that really matters. Here's what a couple of satisfied GuestPay customers had to say: John Wallace, Churchill Hotel: ‘Since implementing GuestPay, I have saved a significant amount of money for our hotel as well as valuable time. Cashing up is now easier than ever and I’m not losing time trying to balance up. The onboarding team made it really easy for us and having just one portal is brilliant. Guestline support have always been helpful, and now they can look after any payment queries I have too.’ Girish Grover, AG Hotels Group: ‘Managing guest arrivals and payments online pays real dividends in terms of boosting efficiency across your operation. In a similar vein to GuestStay online check-in / out, the GuestPay solution offers guests the option to pay their pre-stay deposit or full invoice via a secure online PayLink. Frictionless and efficient, allowing you and your team more time to focus on the guest and future plans.’ More information on Guestline’s GuestPay can be found at www.guestline.com
It is well known that staff recognition leads to retention and providing your team with IHI Membership recognises both their industry experience and professional qualifications.
For information on IHI Group Membership for your Team, contact the IHI team.
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What are the hospitality trends for 2022? We can hardly believe it’s time for a 2022 trends piece already, but here we are. As the western world continues cautiously down the path of recovery, we’ve been keeping a close eye on what recovery means for the hospitality industry going forward. Certain global concerns were impacting our industry pre-Covid (ethical travel, climate change, impact on the environment) and when we look at guest feelings, habits, patterns and concerns since travel has opened up, it seems Covid has magnified those issues and brought them forward so that no-one in the hospitality industry can feign ignorance. Read what our hospitality trends were for 2021 From sustainability to staycations – from a greater focus on experiences to increased importance in relation to tech, the key hospitality trends in 2022 as we see them are all focused around a new kind of guest, a more mindful one – a guest who is placing good times and experience over anything inauthentic. As you read this piece, we encourage you to consider throughout – how can I enhance my guest’s experience? By letting all of these trends sink in, and implementing what you can, you will work towards this enhancement, and will not get left behind in the dust of 2021. A focus on experience
Experiential travel will continue to be all the rage in 2022. The precious time that we’ve lost has really hit home for the majority of us who are lucky enough to be able to go on holidays, and it seems that people will be placing an emphasis on sharing experiences together well into 2022 and beyond. This means highlighting partnerships with local businesses that allow you to provide experiences – unique or otherwise. It could be outdoor activities like kayaking or surfing. Perhaps it is a local food and wine trail. Maybe it is a yoga retreat. Whomever your audience is, be it families, couples, retirees or digital nomads/workationers, consider the emphasis on experiences when you are crafting your 2022 strategy and packages. Which brings us to…
Staycations – we think they’re here to stay August was another strong staycation month Although many of us might identify as globetrotters under normal circumstances, lockdown has given us a newfound appreciation for our own countries (and even our own localities). Domestic spending growth is set to experience a year on year rise of 49% in 2021 While of course it was the only option, the limitations allowed us to travel within our own countries and enjoy the endless treasures they had to offer. Domestic travellers have had pleasant experiences doing this and have perhaps realised how easy it is to holiday locally. They’re also eager to support local, and to go away with friends and family – something that is logistically easier to do without getting on a plane. Having said that, international travel is of course on its way back, too – it’s slow to recover, but it’s getting there. With so many people having nothing to spend money on for essentially a year and a half, ‘revenge spending‘ will continue into 2022, as travellers plan trips overseas they may have missed due to Covid or book to make the most out of their spare cash and thirst for experience. The UK could see Travel & Tourism’s contribution to GDP rise by 53% in 2022, resulting in an additional £66 billion to its economy
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Workationers are here to stay With an estimated 47% of people working remotely post-pandemic, it would be silly to disregard workationers in 2022. In fact, workationers have only gotten started. Being given the ability to work remotely means many of your guests will be able to either tack on a few days either end of their holiday, and also means they could decide they need a change of scene entirely while they see out their working week, and so they book a few days or week away. Always consider this type of guest when you are crafting your packages going forward, and in fact, it will do you well to create a package specifically for them. Entice this cohort by talking about your facilities that will enhance their working day, and include treats for them to avail of during their precious downtime. Sustainable travel To be in line with the Paris Climate Agreement, the global hotel industry will need to reduce its carbon footprint by 90% by 2050 A study led by Southern Cross University in 2019 showed that 93% of people surveyed indicated a general concern for the environment. As well as this, 77% said they wanted to learn how to live more sustainably. Like we said earlier, Covid has accelerated people’s awareness of and need to take part in travel that is more sustainable – recent research from Expedia Group showed travellers surveyed want to support sustainable practices, with 59% willing to pay higher fees to make their trip more sustainable. As a business, it’s so important both for the planet and for your customers that you continue making steps towards sustainability. You will save money by becoming more sustainable, given the fact that it should involve reducing your energy and water consumption. Mobile technology Mobile technology bridges the gap between the customer and the hotel itself We have seen exponential growth in mobile performance across revenue and traffic over the last year. During the summer, mobile revenue contributed 60% of all revenue and mobile traffic came in at 77%. With so many people viewing and booking your hotel via mobile, it’s crucial you invest in the right technology that will allow your guest’s experience to be as seamless as it would be on desktop – even more so if possible! Our award winning booking engine is mobile-optimised In 2023, it is projected that there will be over 295 million mobile internet users. Currently, approximately 83% of the US population are mobile internet users. Give them a flawless booking experience or lose potential guests at your peril. As well as mobile, using smart technology products to personalise your guest experience will be crucial. Think things like email, pre and post-stay. About 91% of consumers are more willing to consume products by brands that provide relevant offers and recommendations Other smart technology will also be helpful in enhancing the guest experience. Things like offering wifi throughout your property, contactless check-in (via mobile), making your rooms ‘smart’ rooms with the likes of voice-activated controls and casting devices that will bring guest convenience to another level! Sign up to our blog for weekly trends, insights and the latest goings on in the hospitality industry. 21
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