HNN September 2023 Issue

Hospitality Network News

PRESIDENT'S NOTE

Dear Member,

I am delighted to share that the second round of the nominations process for the 2023 IHI Hospitality Management Awards is now underway. This year, we have seen a significant increase in nominations received across the 14 categories, totalling 142 nominations. It very is important to remember that the IHI Hospitality Management Awards process is highly competitive. Once the nominations platform closed, all nominations were independently reviewed by a panel of Judges who have all been selected for their expertise and knowledge on the subject. The Judges have now completed their evaluation and scored each individual nomination in accordance with the criteria outlined in the Nomination Guide and information requested in the Nomination Form. The Judges have now selected the top 5 nominees to proceed to Round 2, the Interview Round.

A reminder that the winner of each award category will be announced at the IHI Founders Evening & Hospitality Management Awards on November 23rd at the Clayton Hotel, Burlington Road. More details for the event will be sent out in the coming days.

On October 10th, the IHI will host Inspiring Impactful Leadership. The focus of this event is to explore and discover how our industry will need to evolve and adapt to a changing world. I encourage you to attend what is sure to be a very insightful morning. I would also encourage you to bring a developing manager from your team whom you feel would benefit from attending. Click here for details here.

As always, I am here to support you and I welcome your views on IHI matters, so please feel free to reach out at president@ihi.ie.

All the best,

Daragh O'Neill IHI President

Welcome to our new Members

Agnieszka Lalor MIHI

Deputy General Manager

Crowne Plaza Dublin & Holiday Inn Express Dublin Airp

Margaret Chandler MIHI

General Manager

The Great National Group

Cyrill McMahon MIHI

General Manager

Great National Ballykisteen

Golf Hotel

Darragh Corcoran MIHI

Senior Operations Manager

Sonder Ireland

Carmel Guihen MIHI

General Manager

Aghadoe Heights, Kerry

Catherine O'Rourke MIHI

Head of HR & People

Castleknock Hotel, Dublin

Christina Malm MIHI

Deputy GM

Maldron Merrion Road, Dublin

Darren Harding MIHI

General Manager

Clayton Hotel, Limerick

Mark Howell MIHI

Business Development Manager

Gather and Gather

Nicky Blake Knox MIHI

Commercial Director

Conrad Dublin

Emer Corridan MIHI

General Manager

Prem Group, (Cahernane House Hotel)

Kerry

Finola Twomey MIHI

Director of Revenue, Sales & Marketing

Fota Island Resort & The Kingsley, Cork

Gregory Brossard MIHI

Director Of Operations

Conrad Dublin

Magda Dabrowksa MIHI

General Manager

Crowne Plaza Dublin Airport & Holiday Inn Express, Dublin

Mark O'Doherty MIHI

Hotel & Lodges Manager

Fota Island Resort, Cork

Melissa Corrigan MIHI

HR Manager

Crowne Plaza Dublin Airport & Holiday

Inn Express, Dublin

Michael Boyle MIHI

General Manager

Osprey Hotel & Spa, Kildare

Orna O'Mahony MIHI

Group HR Manager

ODonoghue Ring Collection, Kerry

Regina Canning MIHI

HR Manager

Farnham Estate Spa & Golf Resort, Cavan

Sarah Breslin MIHI

Sales & Marketing Manager

The Talbot Hotel Carlow, Carlow

Tom Isherwood MIHI

Head of Operations

Cliff at Lyons, Kildare

Tristan Jacob MIHI

Joint Managing Director

Cliff at Lyons, Kildare

Welcome to our new Academic Partners

When hotels consider transitioning to a Cloud PMS, one of the key challenges they face is finding a way to make the switch with minimal risks. No hotel wants to risk losing guest profile data, which can lead to a loss of personalized experiences, security breaches, or non-compliance with regulations.

With the daunting decision of transitioning your data from an on-premise server to a cloud system, having the right trusted partner can make all the difference

We are excited to introduce the HRS Data Migration Tool, a game-changing solution from HRS Hospitality & Retail Systems.

This highly efficient utility empowers us to transfer profiles, reservations, and configurations from your OPERA v5 server to OPERA Cloud via OXI.

Not only does our tool seamlessly transfer the commonly used visible fields, but it also enables the smooth migration of your UDF (User Defined Fields, UDFC, UDFN, UDFD) into OPERA Cloud

We can now migrate:

· Full guest profiles (over 120 fields)

Complete reservation data structure (over 110 fields)

Rate code and Rate information,Financials and Pricing Schedules

· Package fields and Package pricing, Pricing Schedules

Curious to know how it works?

The migration process involves several crucial stages:

1 Ensuring seamless interaction between data and OPERA Cloud through the OHIP (Oracle Hospitality Integrations Platform) Interface

2 Initialization, where XML files are meticulously prepared from Opera v5

3. Code Mapping, which becomes necessary in cases where a "one-to-one" migration is not possible.

4. Thorough validation to ensure the availability of xml file values in OPERA Cloud.

5 Finally, the migration of all validated data to OPERA Cloud takes place, ensuring a smooth transition

Each phase is carefully executed to ensure a successful and efficient migration process.

Since the introduction of the HRS Data Migration Tool, we have seamlessly transferred 10 properties with nearly 36,000 reservations and profiles, completing an average migration of 15 reservations per minute, 25 profiles per minute, 25 rates per minute and 50 packages per minute!

What's the motivation behind transitioning your PMS to the Cloud version? Well, as Jeff Wagoner, President and CEO of Outrigger Hospitality Group, stated “If you are not in the cloud, and you’re not able to move fast, you’re going to be left behind.”

Moving your property management system to a cloud-based system, such as OPERA Cloud, comes with many benefits From improved efficiency and faster operations with real-time data, to near zero downtime and multi-layered security keeping your system and guests safe, and more

OPERA Cloud offers a range of impressive features:

- It is compatible with any browser and device, providing your staff with the flexibility to meet guest needs from anywhere, at any time.

- The platform is highly customizable and can be personalized at the property or corporate level, all the way down to the individual user level

- It is a truly global platform, available in 20 languages and meeting fiscal requirements in over 100 countries.

- OPERA Cloud boasts deep integration with over 3,000 open APIs, allowing for seamless connectivity with a wide range of third-party applications through the Cloud Marketplace.

- With comprehensive security measures in place, including OCI compliance at every level – Global, Government, Industry Specific, and Regional – you can rest assured that your data and operations are fully protected

- And that's not all! OPERA Cloud offers many more exciting features that can revolutionize your hotel management experience. If you are interested in joining the 5,000 properties already on OPERA Cloud –let’s talk!

With over three decades of experience in installing and maintaining hospitality systems, we have established our presence in 90 countries, and we are the largest Oracle Hospitality partner worldwide Our commitment to providing exceptional support extends 24 hours a day, 7 days a week, 365 days a year, all in your local language

To discover the full potential of the HRS Data Migration Tool, don't hesitate to get in touch with us via movetocloud@hrsinternational.com.

We're here to provide you with all the information you need.

KPMG Women’s Irish

Open Confirmed

for Carton House,

A Fairmont Managed Hotel for 2024. The KPMG Women’s Irish Open has announced Carton House, Fairmont as their August 2024 tournament venue.

Nestled in the heart of County Kildare, Carton House, Fairmont’s 5-star resort boasts two championship courses - the Montgomerie and the O'Meara. The KPMG Women’s Irish Open will be played on the iconic O’Meara course.

Speaking at this week’s KPMG Women’s Irish Open at Dromoland Castle, Martin Mangan, General Manager of Carton House, Fairmont said;

"I know I speak for everyone here at Carton House, a Fairmont Managed Hotel, when I say we are delighted to host the 2024 KPMG Women’s Irish Open. With two magnificent Championship Golf Courses here at Carton House, golf is at the heart of the estate and a huge attraction for guests from here and overseas. It's a great privilege to host the 2024 KPMG Women’s Irish Open and we are looking forward together with the whole team in hosting this event and a fantastic weekend of golf, welcoming the best golfers from Ireland and around the world."

Since its reincarnation in 2022, the KPMG Women’s Irish Open has quickly become one of the most highly anticipated events in the Ladies European Tour and has been described by Leona Maguire as ‘feeling like a Major tournament.’

Cian Branagan, Tournament Director of the KPMG Women’s Irish Open and CEO of Forefront Sports said ‘Carton House, Fairmont is an incredible venue and I’m really excited for the 2024 KPMG Women’s Irish Open to take place there. The O’Meara course is the perfect challenge for the Ladies European Tour stars and the team has already been fantastic to work with. We look forward to a successful 2024 Championship as we move to the Leinster region with our title partners, KPMG.

Mark Nolan of Dromoland Castle said; I wish to extend my heartfelt congratulations to Carton House for being selected as the next hosts of the KPMG Women's Irish Open. This announcement marks a momentous occasion for women's golf in Ireland, and we couldn't be prouder to pass the torch to Carton House, which comes after two successful years of hosting the Women’s Irish Open at Dromoland Castle and reintroducing the event to the LET calendar after a 10-year absence.

I know that Carton House will provide an outstanding platform for the world's best golfers to compete and inspire a new generation of athletes.

We wish Carton House and all those involved in organising the KPMG Women's Irish Open every success as they embark on this next chapter.

May this tournament enjoy a long and prosperous future, further solidifying its place in the Irish sporting calendar.

The balance of smart technology

A journalist for the New York Times recently wrote a piece about her irritation with smart technology taking over every inch of her hotel experience

In the article, she discusses a recent trip away, which was soured by the hinderance of technologytechnology that did the opposite of what it was supposed to do. Instead of making her experience easier, it left her feeling cold.

"These days, it’s all about making do when I’m greeted by the glut of smart technology in hotel rooms. Voice-activated lights. Chatbot concierges. QR codes on television sets. Mobile browser or app check-ins. Texting the valet for my car. Don’t even get me started with motorized drapes — attempting to view the ocean in Miami was as difficult as tackling Faulkner. It’s all infuriating. And overwhelming."

She spoke to senior members of the hospitality industry who understandably spoke to her about the positives of adopting smart tech both for hotel staff and guests. “Smart hotel rooms are about empowerment,” said Robert Firpo-Cappiello, Hospitality Technology’s editor in chief. “Contactless interactions were a survival pivot for hotels during the pandemic. People are used to them now. There is no going back.” And interestingly, she noted 'young' travellers (under 25) seem to be very much onboard with these developments

But she does have a point. For years, the phrase 'technology fatigue' has been drifting in and out of our daily vocabulary. With the likes of AI getting so much airtime at the moment, it's clear how fast technology is advancing and this has an impact on every industry. ChatGPT for example, has been causing some to even fear for their jobs (although this fear may be slightly unwarranted for now)

Richard Carter thinks AI - rather than replacing humans - will boost their productivity. In his own work he says ChatGPT is useful, but he says he is wary of putting too much trust in it, comparing it to a "very knowledgeable and a very excitable, 12-year-old. If you take the human completely out of the loop, how do you manage accountability for some sort of catastrophic event happening?"

The point of all of this is to approach all smart technology wisely. Research and use everything at your disposal - but remember this: all the technology you use should enhance guest experience and make time for your staff to make a guest's stay even more warm, and even more personable. Don't remove the human in your hotel's equation Smart tech shouldn't replace staff!

Always be aware of the balance between the tech you use and face to face service Be smart about your smart tech.

What are some current hotel technology trends?

According to Hospitality Technology's 2023 Lodging Technology Study, the majority of hotels already offer, or are planning to introduce, mobile booking, mobile check-in and mobile room keys (100% of participants), two-way messaging with guests (95%), contactless payments (88%), checkin and check-out kiosks (62%) and voice-controlled devices (54%).

The study also found that the average IT budget of hotels globally rose to more than 4% of total revenue in 2022 from less than 3% in 2021, and 74% of hoteliers are now willing to consider using alternative investment metrics for technology projects

According to a 2022 study by Oracle and Skift, 73.4% of travelers are interested in hotels using artificial intelligence to analyze their travel data for more targeted and relevant advertisements and offers

Here are some areas of technology you should consider investing in going forward

Your booking engine

Your booking engine needs to be easy to navigate in a way that will lead users to convert without them needing to put too much thought into the process. It’s important that it integrates well with all of your other systems (like your PMS, RMS and Channel Manager) and it should work well with your workflows and marketing processes

Hotel technology providers Net Affinity have a new booking engine on the market. Feature-rich, lightning fast and made for mobile, it’s everything your guest needs from their booking experience.

An impressive booking engine has to be flexible. This is because it should adapt easily to the growth or development of your products/services and should always display whatever it is you have to offer What kind of groups does your hotel provide for? Perhaps you are a hotel venue, perhaps you tend to get a lot of corporate bookings. Your booking engine should have a variety of modules.

And you don’t just want it to display the basics – your rates and dates are the bare minimum of what should be shown off. Your booking engine should allow for lots of visual support to these rates and dates Visuals are what will help get your room over the line and get it sold to your guest Make sure your booking engine also gives you the option to integrate sales conversion tools as they will help maximize the number of website visitors turning into buyers.

It also needs to be mobile-optimised. Mobile accounts for approximately half of web traffic worldwide. Its presence in revenue reports is only growing all the time as people get more and more comfortable with browsing and actually buying or booking on mobile. According to our mobile stats from Q1 2023, 77% of our clients' website visits were via mobile, and 60% of bookings were made via mobile

Accompanying systems

Your booking engine might be the heart of your tech stack, but like a human body, you need more than that to properly function. Ideally your booking engine is accompanied by your PMS, RMS and Channel Manager When you’re going about picking each of these systems, work on the basis of finding the best of each

A Property Management System is a system that should help you manage multiple aspects of your property. A Channel Manager is a system that sends your property availability to multiple channels, and keeps all the information in clear and correct between channels.

You should be able to sit down with your PMS provider to discuss and agree on rate strategies and business logics before you set up rate plans and connect to your channel manager. Your booking engine should connect directly to your PMS or your channel manager should be flexible enough to easily adjust rate mapping.

Automation and personalisation are words that have been thrown around for a long time now, but they’re key concepts going forward within the hospitality industry If you can automate as many tasks as possible for your front desk staff, it frees up more room for them to provide a personal and attentive experience with your guests – a win win. Your technology should aid you in this. In relation to personalisation, people appreciate a personal touch. They always have – but now more than ever.

With the right technology in relation to your email marketing efforts for example, you will be able to segment your contacts and nurture relationships in a more personal way, which just gives your guests the impression you’re not only on the ball but you care about their needs too. Email is also a great way to organise your guest data and put it to good use, something that is becoming more difficult since the recent change in relation to cookieless tracking.

Smart technology

What does smart tech mean in practise? It could mean giving guests control over certain things by using their mobiles, like check in/check out, the lighting and temperature in their rooms. As well as saving energy costs, it makes things so much easier for everyone.

Utilising mobile as much as you can is also a smart decision given the huge growth we have seen and will continue to see in mobile

Just remember our earlier warning - be smart about your smart tech!

Google Hotel Ads

Google Hotel Ads is a meta-search platform which displays your hotel rates in direct comparison to OTAs, enabling you to showcase your hotel on Google across multiple devices

Using Google Hotel Ads will result in an increase in your direct traffic and revenue. It will also allow you to own your guest data while sustaining a future relationship with guests – like we mentioned earlier, owning guest data is crucial to building loyalty.

Chatbots

Chatbots are great for convenience – for you and also for your guests They absolutely have a place as part of your communication strategy - when used correctly.

Whether it’s addressing queries immediately from customers in different time zones or answering a regular query you find you receive quite a lot, they can do the groundwork with a customer, but make sure guests are then able to access a staff member at a later stage if necessary, depending on whatever the query was

In regards to ChatGPT, its benefits include:

Idea generation

Customer service

Data processing

Marketing

A new study suggests the popular chatbot ChatGPT can improve the productivity of workers and reduce skill inequalities.

ChatGPT can help to craft blog posts, social media copy, emails, and video scripts. For hotels, you should also consider using AI-generated replies for online reviews if you are struggling to dedicate time to this - it's so important you respond to all your reviews

Read more about ChatGPT and how to use it as a hotelier here.

Meta chief executive Mark Zuckerberg has also announced the launch of Llama 2, in partnership with Microsoft, which is the next generation of its AI large language model and (unlike ChatGPT and Google's Bard) has been released for free, for research and commercial use

Sign up to our blog for weekly trends, insights and the latest goings on in the hospitality industry.

Shannon College UG and PG Open Events

Upcoming Open Events for 2023/2024

12th October 2023 - On Campus Open Evening 5pm to 7pm

24th November 2023 - On Campus Open Morning 10am to 1pm

24th January 2024 - On Campus Open Evening 5pm to 7pm

30th April 2024 - Virtual Q&A Session 6:30pm

Upcoming Regional Roadshow Events for 2023/2024

Join us around Ireland where we will be hosting evening in person panel discussions with some of our programme leaders, alumni, students and lecturers

24th October 2023 - Woodlands House Hotel

16th November 2023 - Intercontinental Hotel Dublin

16th January 2024 - The Metropole Hotel Cork

To register for our events visit our events page on our website below. https://www.universityofgalway.ie/shannoncollege/events/

Learn more about:

Our Courses and the Application Process

Work Placements

Practical Subjects

Business Subjects

Language Subjects

Staff and Students will also be available to answer any questions you might have about Shannon College and the programmes we offer

Keep up to date with our college and our students by following our Instagram Page https://www instagram com/shannoncollege1951/

Two students from Shannon College of Hotel Management competed in the Worldskills Ireland Restaurant service which took place in the RDS Simmonscourt last week.

Pictured below are Eugene Fokins year 2, Kate Ryan Year 3 and Andrew Langford, Lecturer and Head of Placement Studies at Shannon College and World Skills Expert in Restaurant Service and chief examiner in the competition.

The students put in a fantastic effort and the final result showed Kate coming out in 1st place. She will go on to represent Ireland in the Worldskills event in Lyon in 2024.

Shane McClave Managing Director Excel Recruitment

I've been involved with the hospitality industry since the age of 16, starting my journey in kitchens as a kitchen porter and progressing to the role of Head Chef. Eventually, I transitioned into the field of recruitment, where I acquired extensive insights into various facets of the industry. This journey was fueled by my experience working with renowned brands nationwide and connecting great people with outstanding companies.

In recent years, as unemployment rates have reached historic lows, the landscape of job offers has significantly expanded when it comes to potential employers vying for candidates. We've witnessed a notable shift where individuals are no longer solely driven by the highest salary but are instead making decisions based on the overall package offered. This package now includes an array of benefits, such as health insurance, additional annual leave, mental health days, extended sick leave, pension plans, car allowances, tax-saving travel options, signing bonuses, loyalty rewards, flexible work hours, remote and hybrid work arrangements, gym memberships, complimentary meals, provided uniforms, social club memberships, accommodation assistance or allowances, and job-sharing options, among others. Despite this myriad of enticing perks, one of the most frequently asked questions I encounter from candidates is centered around the training opportunities and prospects for career advancement. In summary, while offering an extensive package is crucial for the success of your hospitality business, providing top-notch training is equally essential and holds significant importance for the individuals you bring on board.

It really doesn’t matter how fantastic a Bar, Restaurant or Hotel you have, and it doesn’t matter how many millions you invest in cutting edge design, out of this world locations, great menus, and cocktails, if you neglect to invest in your team and empower them to excel as the finest in their field, then everything else becomes inconsequential.

A big part of what we do in Excel Recruitment revolves around supporting and promoting the hospitality industry and one of the many ways we do this is through sponsoring and judging awards. Over the past few years, I've been fortunate to embark on an incredible journey across Ireland, exploring a diverse range of Bars, Hotels, Spas, and Restaurants. After meticulously visiting and thoroughly evaluating each property, our panel of judges convenes to meticulously review every entry, scrutinising the scores and deliberating extensively to determine the overall winners. Our panel of judges comprises an extensive spectrum of industry experts, encompassing lecturers from leading Hospitality Colleges, seasoned Hotel General Managers, accomplished Recruiters, seasoned Professional Food Critics, and a cadre of industry professionals. Some of these individuals boast a lifetime of experience in managing some of the most renowned establishments in Ireland.

Throughout my years of judging various establishments, I've encountered quite a diverse range of experiences. Among them, there have been numerous winners, but what stands out is the element of surprise. There have been instances where I entered with certain expectations, only to have my opinions completely transformed. If I were to hazard a guess, I'd say that the single most influential factor in shaping my judgment has consistently been the staff I encountered and interacted with.

I've visited opulent five-star hotels and high-end bars where the surroundings were truly breathtaking, yet the service provided was nothing short of disappointing, resulting in an overall unpleasant experience. Conversely, I've ventured into places that were initially unfamiliar or appeared rather average, only to be blown away by the level of service and the engaging personalities of those who interacted with me. In such cases, I had no option but to bestow upon them the highest possible ratings.

One of my favourite places that I discovered during my judging duties, has now become my go to destination during my leisure time. My initial interaction was memorable for all the wrong reasons – a waiter inadvertently spilling my drink on my dinner, which subsequently fell onto me. However, it was the remarkable handling of this situation that truly impressed me.

We all understand that things can go smoothly when all is well, but the real measure of success lies in how challenges are navigated and turned around. In essence, no matter how many millions you invest in a venue, it pales in comparison if the staff aren't genuinely content in their roles and equipped to skillfully manage every circumstance. True excellence stems from the people who make it happen.

If you’re looking for hospitality training, you can visit our sister company websites https://www.futureprooftraining.ie/ or https://www.irishbaristaacademy.com/ for more information.

IDeaS’ Award-Winning G3 Revenue Management Software Now Available in Spanish and French

Ongoing innovations and investments in IDeaS’ global position result in the delivery of nativelanguage software and tools to increase client efficiency and accuracy

IDeaS, a SAS company, the world’s leading provider of hospitality revenue management software and services, announced today its flagship product, G3 Revenue Management Software (RMS), is now available in Spanish and French. The software is already available in English, German, and Chinese, with Japanese to quickly follow in the future.

Front-desk staff in non-English speaking countries may be fluent in English, but often back-office personnel are not. Whenever possible, IDeaS speaks, operates, and supports hoteliers in their native languages. From sales to implementation to support, IDeaS is focused on the requirements and needs of each property.

In-country staff, help menus, FAQs, support, and educational materials are available to ensure customers can leverage G3 RMS to its fullest capacity, promoting the ongoing productivity and accuracy of hotel revenue managers worldwide. The company is committed to innovation and ensuring its customers' needs are met regardless of size and extends to global brands, franchisors, independent hotels, resorts, or outdoor/alternative accommodations.

Michael McCartan, area vice president, EMEA, IDeaS, said: “IDeaS’ experience working with large and small hoteliers and franchisors worldwide results in their better utilization and understanding of the platform and its functionalities. We provide hoteliers of any size with the most accurate and user-friendly product on the market, and it is through the ongoing commitment to our clients that we can help them enjoy the full potential of their investment.”

About IDeaS

IDeaS, a SAS company, is the world’s leading revenue management software and services provider. Combining industry knowledge with innovative data analytics technology, IDeaS creates sophisticated yet simple ways to empower revenue leaders with precise, automated decisions they can trust. With more than 30 years of expertise, IDeaS delivers revenue science to more than 30,000 properties in 154 countries. Results delivered. Revenue transformed. Discover greater profitability at ideas.com.