Hotel & Catering Review by Jemma Publications

RISING TALENT: MEET IRELAND’S BEST YOUNG CHEFS

ISSUE 10, 2012

The Battle for Britain

Regaining Ireland’s Lost Tourism Share

Sodexo

Rising Margot Slattery Climbs the Ranks

SOUS VIDE TIPS + REZIDOR’S PHILIP MAHONEY + BEDROOM MAKEOVERS

inside... Volume 45, Number 10

9 20

04 EDITOR’S LETTER Project Britain

06 NEWS

Hoteliers Warn of Debt Burden

10 COVER STORY

Sodexo MD Margot Slattery Climbs the Ranks

12 OPENINGS Elegance at No.25

14TOURISM The Battle for Britain

17 KITCHEN CONFIDENTIAL The Olde Post Inn’s Gearoid Lynch

18 SKILLS Waterbath Truths

20 TALENT

24 GUESTROOMS Bedroom Makeovers

28 TECHNOLOGY Same Day Booking Goes Mobile

29 MOVERS & SHAKERS The Latest Appointments

30 FIVE MINUTES WITH... Rezidor’s Philip Mahoney

Ireland’s Best Young Chefs

22 SEASONS Quail of a Time

23 DRINK

Teeling Returns with Hybrid Whiskey

With This Issue: Your Guide to the 2012 Gold Medal Winners

EDITOR Sarah Grennan DESIGNER Jeannie Swan CONTRIBUTORs Marilyn Bright, Nigel Tynan PRODUCTION Jim Heron CIRCULATION Josie Keane ADMIN Marian Donohoe COMMERCIAL MANAGER Declan Greene MANAGING DIRECTOR Simon Grennan CHAIRMAN Frank Grennan Printing KC Print. Kerry HOTEL & CATERING REVIEW is published by JEMMA PUBLICATIONS Broom House, 65 Mulgrave Street, Dun Laoghaire, Co Dublin, t: 01 214 7920, f: 01 214 7950, e: sales@jemma.ie, w: www.hotelandcateringreview.ie, www.jemma.ie © No part of Hotel & Catering Review may be reproduced, copied or transmitted in any form without the prior permission of Jemma Publications. The views expressed in the magazine are not necessarily those of Hotel & Catering Review or Jemma Publications. ISSN: 0332-4400 SUBSCRIBE For annual subscription rates visit our website www.hotelandcateringreview.ie Jemma Publications also publishes the following titles:

HOTEL & CATERING REVIEW ❖ JANUARY 2012

EDITOR’S VIEW: PROJECT BRITAIN

Top: Cornwall has been identified by the Tourism Recovery Taskforce as one of Ireland’s top competitors in the GB market. Holidaymakers are pictured at the county’s Minack Theatre.

Turning a Frankenstorm

into Frankincense

Frankenstorm has been blowing a gale in the Irish tourism industry since long before Sandy started making a name for herself Stateside. With the number of British holidaymakers visiting the island of Ireland plunging dramatically by half over the last five years, it is little wonder that the GB market has proved such a vexing topic for many – polarising some camps in the tourism sector, causing angst, suspicion, and hurt in others and, on the ground, starving operators of much needed customers. ‘What to do with a problem like Britain?’ may sound like a Lloyd Webber reality TV programme, but in actual reality, it carries far more drama, causes more consternation, and attracts more

views. Our complex love affair with our nearest and dearest neighbours has been on the wane for more than half a decade. Despite our tumultuous history, we still love the Brits – we love it most when they come and visit in their droves – but their appreciation of us is waning, to say the least. They simply don’t find us attractive anymore. There are other hotter destinations out there that are catching their eye. To put it crudely, we’re seen as an expensive date, with not much to offer. So what do we do? Slump on the stairs, cry into our stout, and lament that we gave British holidaymakers the best years of our lives, or do we stop the in-fighting, endeavour not to take the dumping personally, go back to the drawing board and find out how modern Ireland can seduce modern British holidaymakers

So the Brits are falling out of love with us... Do we slump on the stairs, cry into our stout, and lament that we gave British holidaymakers the best years of our lives, or do we stop the infighting, endeavour not to take the dumping personally, go back to the drawing board and find out how modern Ireland can seduce modern British holidaymakers once again? As any jilted lover will tell you, a bad break-up needs to be followed by a superhot makeover. It’s the natural order of things.

Below: Party-goers get into the swing at V Festival. The TRT believes that British ‘Social Energisers’ (young couples/adult groups) are good prospects for Irish tourism. Bottom: Edinburgh also competes with Ireland for GB tourists. Images: VisitBritain

Get More from Editor’s Pick:

TO Read

COVER STORY

Margot Slattery rises up the ranks at Sodexo

TOURISM

THE BATTLE FOR

BRITAIN

It’s been a tough few years for tourism arrivals, but although the North American, mainland European and new and emerging markets are starting to rally, our nearest and dearest customer base – Britain – is continuing to suffer heavy losses, down a gut-wrenching 50% over the last five years. With our largest and most valuable market in crisis the Tourism Recovery Taskforce conducted extensive research into the GB market, and published a blueprint for recovery, GB Path to Growth, in October.

he Irish tourism industry is starting to develop a love/hate relationship with Britain. We love to see the British holiday here – they’re our most prized customers and our largest market – and we absolutely hate the fact that they’re no longer visiting us in the same numbers as they once did. A 50% decline in five years is, to put it bluntly, cataclysmic. But why? Why do the British no longer love us so? Like any jilted lover, we have been raking over the embers of our disintegrating relationship. The question has vexed us greatly. The debate has been heated, fingers have been pointed, rows have erupted, tensions have been rife. And yet, for all the arguments and criticisms, the numbers have continued to fall. We can’t just put it down to the global economic meltdown. North America has recorded a bounce back. Despite it being an election year in the US – a time when Americans traditionally do not travel – we are on

course to have a great year in 2012. The Germans and the French may be annoyed with our fiscal mismanagement, but they’re still continuing to visit us in big numbers. Travellers from far-flung new and emerging markets are growing rapidly, albeit from a small base. But the British, well, they just don’t seem to want to come here as much anymore. Which brings us back to the $64m question: Why? The Tourism Recovery Taskforce, a group made up of representatives from Abbey Tours, Aer Lingus, Belfast City Council, Belfast International Airport, Fáilte Ireland, Google, Irish Ferries, Irish Hotels Federation, Irish Tourism Industry Confederation, Irish Tour Operators Association, National Trust, Northern Ireland Tourist Board and Tourism Ireland, attempted to find out the answer. They embarked on a mammoth body of research in Britain to ask that very question. And they were told by the British that, quite simply, they’d rather go elsewhere on their precious holidays, thank you very much. It seems we’re not attractive anymore.

Ireland competes with domestic destinations in the eyes of the British – we’re too close and too similar to be considered really foreign, they say – and there are areas in GB which they perceive as better, cheaper, more interesting, and without the added hassle of needing to change currency or dig out their passport (they don’t need a passport to come to Ireland of course, but they think they do). Our primary competitors are Scotland, the Lake District, Wales and Devon/ Cornwall and they rank higher than us on the vast majority of holiday decision drivers. Bar our reputation as a good place to mix with locals, have fun with other tourists and enjoy a good party (and these are niche motivators, attractive only to a small segment), the island of Ireland did not perform well on the list of 30 motivational statements on why people would choose a holiday destination. Our strong points, such as our friendly people and good quality accommodation, just don’t do it for British holidaymakers. They do not provide motivation to visit.

The Tourism Recovery Taskforce undertook a mammoth body of research in Britain to find out why holidaymakers were shying away from visiting Ireland. They were told by the British that, quite simply, they’d rather go elsewhere on their precious holidays, thank you very much.

The truth, of course, hurts and the results prompted the Taskforce to find out what our peers are doing successfully that we here on the island of Ireland could do better. The group concluded that the best destinations deliver many different experiences, but excel at one or two things. These ‘hero’ experiences are what makes a destination a ‘must see, must do’ location to visit, the Taskforce noted. But on top of that the most successful destinations also: • Focus on a well-defined holidaymaker market segment • Meet the needs of value-oriented holidaymakers • Make it easy for holidaymakers to access, interpret and engage with natural and heritage resources (transport, signage, information, interpretation, facilities etc) • Develop and communicate the meaning of their destination brand • Continually invest in marketing communications, including social media • Have a clear, common purpose that drives collaboration across key stakeholder groups • Continue to innovate and refresh their tourism experiences. So, armed with this knowledge of what our customers want and what our peers are doing, what can we do to address the problem and reverse some – if not all – of that 50% decline in our top tourism market? With the GB holiday market shrinking, thanks to the prevailing challenges in the economy across the Irish Sea, the only way to increase our slice is to whip market share from our competitors, notes the Tourism Recovery Taskforce. In its GB Path to Growth report it argued that if Ireland is to perform strongly against competing destinations it should: • Focus on specific parts of the holidaymaker market (target segments) that are receptive to the types of experience the island of Ireland can offer • Position the island of Ireland as a unique shortbreak holiday destination (average length of visits to Ireland is now five nights) • Raise awareness of the experiences on offer on the island of Ireland • Develop, position and promote specific

experiences to compete against comparative destinations • Develop and improve products on offer to create distinctive ‘hero’ experiences • Put in place a sustainable value proposition for holidaymakers as value for money remains a key reason people choose a holiday destination • Ensure all stakeholders work together, using much more focused communications messages. To capture greater market share, Ireland’s brand positioning needs to evolve and develop a sharper focus for each segment, maintains the Taskforce. Its research has revealed that the British are experience-driven and so it advocates establishing an ‘experience-driven brand architecture’ under a GB umbrella masterbrand. Ireland’s tourism offering should be grouped in experience bundles and the four areas where we could compete and thrive are: • Vibe of the City – fresh, exciting and stimulating experiences and attractions in a lively atmosphere • Living Historical Stories – interesting and informative experiences and attractions in urban and rural areas • Awakening the Senses – stimulating and profound experiences within natural and unspoiled landscapes • Getting Active in Nature – revitalising and energising experiences and activities in the spectacular outdoors. Researching the GB market, the TRT broke holidaymakers down into seven segments – Social Energisers (young couples/adult groups); Culturally Curious (older, independent, active sightseers); Great Escapers (younger couples, some with babies/young children); Top Tenners (young families, looking for an active, fun time); Easy-Going Socialisers (couples, many 45+, looking to slowdown and relax); Nature Lovers (oldest group, looking for simple, rural retreat) and Spoil Us (those who want to chill out and pamper themselves). Bearing in mind our strengths, the Taskforce identified the Social Energisers, Culturally Curious and Great Escapers as our best prospects. The Social Energisers were picked as they offer 8

BARRIERS TO ENTRY:

Why the Brits are falling out of love with Ireland... Extensive research undertaken by the Tourism Recovery Taskforce in the GB market uncovered some startling results. Unsurprisingly, perhaps, the British view the island of Ireland as a short-break destination. More tellingly, we compete mainly with domestic destinations in Britain rather than other foreign destinations. But why has the number of Britons visiting Ireland plummeted by half over the last five years? This is what British holidaymakers told the TRT researchers: • There are other places they would rather go than Ireland • Ireland is perceived as expensive • We lack iconic experiences to motivate them to travel here • They are unfamiliar with Irish geography • They believe Ireland is ‘olde worlde’ and unchanging, therefore there is no urgency to visit.

GB HOLIDAYMAKER MOTIVATIONAL STATEMENTS OR DECISION DRIVERS MINIMUM REQUIREMENTS OR CORE MOTIVATORS The most important decision drivers

DIFFERENTIATORS The second most important decision drivers

NICHE MARKETS The third most important decision drivers

SPECIALIST INTERESTS The fourth most important decision drivers

Explore the place

Enjoy local specialities (food and drink)

Feel special or spoilt

Meet and have fun with other tourists

Enjoy the beauty of the landscape

Have dedicated time with my other half

Feel like you are part of the place

Challenge myself and push my boundaries

Spend time with my children

Chill/slow down to a different pace of life

Meet the locals

Experience adrenalin-filled adventures

Have fun and laughter

Experience things that are new to me

Be physically healthier

Party

Enjoy quality food and drink

Experience activities/ places with a ‘wow’ factor

Have a nostalgic experience

Learn a new skill

Soak up the atmosphere

Broaden my mind/stimulate my thinking

Have lots of laid-on entertainment/ things to do

Do what I want, when I want, spontaneously

Get off the beaten track

Better myself – gain new confidence

Feel connected to nature

Visit places important to my family’s history

Enjoy peace and quiet

Go somewhere different but familiar

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 15

14 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

TOURISM

The battle for Britain

TALENT

FIVE STARS: THE YOUNG CHEF OF THE YEAR FINALISTS CIARAN ELLIOTT

Age: 24 From: Dublin Restaurant: Restaurant Patrick Guilbaud, Dublin 2 Position: Chef de partie Studying: BA in Culinary Arts, DIT Cathal Brugha Street (final year) Favourite ingredient: King scallops from Castletownbere Influences: Daniel Humm, Eleven Madison Park in New York and Mickael Viljanen, The Greenhouse, Dublin. Ambition: To open his own restaurant in 10 years where the focus will be on seasonal ingredients and local suppliers. But first, he would like to gain much more experience.

MARK MORIARTY

Age: 20 From: Dublin Restaurant: The Greenhouse, Dublin 2 Position: Demi chef de partie Studying: BA in Culinary Arts, DIT Cathal Brugha Street (third year) Favourite ingredient: Rooster potato from Keogh’s Farm Influences: Scandinavian chefs and Irish chef Kevin Thornton Ambition: To travel and one day run his own fine dining restaurant or relaxed casual dining gastropub where the focus is on top quality locally sourced food in Dublin or his parent’s native Kerry

Meet Ireland’s

Best YoungChef Ciaran Elliott, the 24-year-old chef de partie at Dublin’s two Michelin starred Restaurant Patrick Guilbaud, has been crowned Ireland’s Best Young Chef, beating off stiff competition from his peers in some of the country’s best restaurants to win the prestigious Euro-Toques Young Chef of the Year title.

iaran was voted top of the class following a rigorous three-month judging process, impressing a panel of Ireland’s leading chefs, including guest judge Trevor Moran, sous chef at the ‘World’s Best Restaurant’, Noma, with his culinary flare and technical skills. For his efforts, Ciaran will be rewarded with an all-expenses paid trip to San Sebastian where he will complete a stage at the three Michelin starred Arzak restaurant. ‘The competition was one of the most fulfilling experiences and greatest challenges of my career so far,’ said Ciaran. ‘It was a great chance for me to showcase my talent as a chef. But it also presents fantastic opportunities for me to develop my skills further and use my passion to promote Irish cooking working with Fáilte Ireland and Euro-Toques.’ The Young Chef competition has identified Ireland’s emerging culinary talent for more than two decades, putting rising stars through

their paces with a range of challenges – from written submissions and interviews to intensive skills tests. To mark its 22nd year, the Young Chef competition received a makeover in 2012, with a new sponsor, Fáilte Ireland, and an extensive social media campaign. ‘This year’s Young Chef of the Year competition was truly one of the best years yet,’ noted Euro-Toques Ireland commissioner general and former Young Chef winner (2000), Gearoid Lynch. ‘The face of Irish cooking is changing and this year’s competition is a testament to that. Something really special is happening around food in this country and these young chefs are set to lead the way in a culinary revolution. Their cooking reflected their passion, conviction and determination. Outstanding chefs like these are just what the industry needs and it is great for us that this competition can acknowledge that and give them something to aim towards at home.’

JOHN O’CONNOR

Age: 21 From: Kerry Restaurant: The Dining Room at The Malton Hotel, Killarney, Co Kerry Position: Chef de partie Favourite ingredient: Dromoland Pheasant Influences: Chefs Richard Corrigan, Neven Maguire and Stephen Gibson Ambition: To continue to work in top class fine dining restaurants and one day own his own restaurant.

KEELAN HIGGS

Age: 26 From: Wicklow Restaurant: Locks Brasserie, Dublin 8 Position: Sous chef Favourite ingredient: Gold River Farm organic beetroot Influences: Chefs Ross Lewis, Kieran Glennon and Seamus Commons Ambition: To travel to Australia or London and work his way up the ranks in top kitchens with the view to securing a head chef role.

JACK O’KEEFFE

Age: 19 From: Cork Hotel: Springfort Hall Hotel, Mallow, Co Cork Position: Commis chef Studying: BA in Culinary Arts, DIT Cathal Brugha Street (second year) Favourite ingredient: Jack McCarthy’s Fresh Blood Black Pudding Influences: Chefs Ross Lewis and Mickael Viljanen Ambition: To open his own restaurant focussing on the best of locally sourced produce in his hometown of Doneraile, Co Cork. ◆

Opposite page: Ciaran Elliott, Restaurant Patrick Guilbaud, was named Ireland’s Best Young Chef at a pop up culinary event in Dublin’s Smock Alley Theatre on 25 November. The Chef of the Year competition is run by Euro-Toques Ireland in association with Fáilte Ireland. Above and opposite: Dishes created by Mark Moriarty and John O’Connor at the Young Chef pop up restaurant in Cooks Academy in October. Middle: This year’s Young Chef finalists (l-r) Jack O’Keeffe, Keelan Higgs, Ciaran Elliott, John O’Connor and Mark Moriarty Right: Ciaran is pictured with Euro-Toques member, Catherine Fulvio.

In the next issue: Recipes for success from Ireland’s best young chefs

20 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 21

once again? As any jilted lover will tell you, a bad break-up needs to be followed by a superhot makeover. It’s the natural order of things. The Tourism Recovery Taskforce clearly believes in the heartbreak makeover, rather than wallowing in self-pity. Despite tensions in the industry it forged ahead with a mammoth review of the British market, undertaking expansive research in GB and asking some difficult questions. Why, Britain, do you not love us anymore? The results are synopsised on page 16 and detailed in the full report available for download on the Irish Tourist Industry Confederation website, itic.ie. Before you start groaning about another dust-gathering report, hop over to the ITIC site and take a peek (go on, it’s only 40 pages and it’s worth the read). Fáilte Ireland CEO, Shaun Quinn, not one to throw around flowery language unnecessarily, declared at its launch that he hopes the GB Path to Growth publication ‘will become a seminal report in this industry’. ‘Rarely has a report of such standing crossed my desk,’ he said, high praise indeed from a man who no doubt sees plenty of reports meander across his table. Rather than an exercise in mud-slinging that has comprised in the debate so far, the report makes valid recommendations, identifies good business prospects, and suggests a plan of action to rescue our illfated romance with our British neighbours. ‘I would encourage everyone to read it and implement its suggestions,’ said Quinn. ‘If we don’t we will be grossly negligent.’ Gross negligence is not something we need to see more of in Ireland. It led to the mismanagement of the economy, the neardamnation of the hotel sector and the culling of the Celtic Tiger. But we can’t just blame it on the mandarins – we all had a part to play in the apocalypse (someone kept voting for the FFers, kept taking the cheap credit, kept building the hotels and houses). Likewise, we can’t simply lay the blame for the collapse in the British market at the doors of the tourism bodies. That is the easy option – and nothing in life worth winning is ever easy. We all need to take a long hard look at what we offer our would-be lovers across the Irish Sea. Can we make ourselves more attractive to Britons? Can we offer better products, better deals, and of course, can we showcase our wares in a better light? The report makes some good suggestions for places to start, but it is just the beginning. We are in the last chance saloon with the Brits, and if we are to have any hope of them buying a round then we need to start working together. It’s time to turn the Frankenstorm into Frankincense – a gift worthy of the most regal of visitors. u

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TALENTS

Ireland’s best young chefs

Have Your Say…

What do you think about the ‘Battle for Britain’? Join the debate and email the editor, Sarah Grennan, with your views to s.grennan@jemma.ie.

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NEWS

Access Boost for Ireland Irish tourism has been handed a boost with the announcement of several new routes into Ireland next year. American Airlines is to launch a new daily flight between JFK airport in New York and Dublin. Commencing on 13 June, the service will operate until October 2013. In great news for the Shannon region, US Airways has announced a new service has been launched between Philadelphia and Shannon Airport. The daily flight will commence on 23 May, operating until 3 September. In October, United also announced a new route from Chicago to Shannon. The service will operate five days a week, running from 6 June to 26 August 2013. Commentating on the latest Shannon announcement, Niall Gibbons, CEO of Tourism Ireland, said: ‘This is yet another wonderful boost for tourism to the island of Ireland from the US. We have worked with US Airways for many years and we look forward to working closely with them to maximise the promotion of this new route. As an island, direct, convenient and competitive access services are critical to achieving growth in inbound tourism. Tourism Ireland is committed to working with US Airways, Shannon Airport and other tourism interests, through co-operative marketing, to drive demand for this new service – as we work with other carriers and partners to promote and help maintain vital routes and services to the island.’ Away from the US, a new charter service from Austria has also been announced. The service will operate between April and June next year and will feature two flights a week – one to Dublin and one to Belfast – from Vienna, bringing an anticipated 2,500 Austrian visitors to Ireland. The visitors will spend a week on the island – those who arrive into Dublin will spend four nights in the city and a further three nights in Northern Ireland.

Business Nod for Conrad

Tourism Ireland has acquired the Ireland.com domain name from The Irish Times in a move which it hopes will deliver greater ‘stand-out’ for the destination around the world. The acquisition is part of the redevelopment of Tourism Ireland’s suite of websites, which is designed to capitalise on the growing importance of the web in travel planning while also harnessing the power of social media. The new website, which will support 11 different languages in 30 markets, will roll out from 1 January 2013. It will be introduced to tourism operators at the launch of Tourism Ireland’s marketing plans in Dublin on 29 November. VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

Katie Jumps in the Ring with Aramark Ireland’s golden girl, Katie Taylor, has been unveiled as Aramark Ireland’s new health and wellbeing ambassador. The Olympic champion has signed a four-year deal with the integrated services provider and will work with the group to encourage healthy lifestyles and positive food choices. ‘We are so proud of Katie’s achievements and Aramark is delighted to be working with Katie to deliver our message of the importance of health and wellness issues across our business. We believe Katie’s passion and dedication to a healthy lifestyle makes her the perfect ambassador for Aramark’s health and wellness campaign,’ explained Aramark Ireland CEO, Donal O’Brien.

Conrad Dublin has been named Ireland’s Leading Business Hotel at the World Travel Awards. General manager, Martin Mangan, is pictured celebrating the news with the team.

Tourism Ireland Buys Ireland.com

Aramark Ireland CEO, Donal O’Brien, with Olympic Champion, Katie Tayor

Ireland Second on Facebook

Tourism Ireland is celebrating following the news that its Facebook page has surpassed the impressive one million fan mark. The agency is now the second most popular tourism body online after Australia, with its three million fans. Ireland recently leapfrogged past Spain to take second place on the table.

Athlone Castle REOPENS After e2m Refurb Athlone Castle has reopened its doors following a e2m renovation programme. The castle has been transformed into a state-of-the-art, multi-sensory visitor experience in a project grant-aided through Fáilte Ireland’s Tourism Capital Investment Programme. ‘Athlone Castle will give the Lakelands area a competitive edge when it comes to attracting more domestic and overseas visitors. Fáilte Ireland’s e2.07 million investment is not only good for Athlone Castle but will have a positive impact for local businesses, which in turn will help stimulate job creation in the local economy,’ said Michael Brady, Fáilte Ireland.

NEWS

Confidence Rising in Tourism Sector Sentiment is improving in the Irish tourism industry as operators are growing in confidence, Fáilte Ireland’s latest Tourism Barometer Survey has revealed. Business confidence has now almost returned to pre-crash heights, with 41% of respondents in the paid serviced accommodation (PSA) sector telling Fáilte Ireland in September that they expect business levels to be up this year. Approximately one-third (35%) are anticipating a decline however. Just over half in the PSA sector have reported an increase in visitor volumes, with 57% of hotels and 38% of guesthouses reporting increased visitors. Just 20% of B&Bs have recorded a rise in visitor numbers however. Room yield is improving, with 43% of hotels reporting an average increase in yield compared to 29% who have registered a decrease. This is significantly lower than the 45% who reported a decrease in the April Barometer Survey. Two in three (65%) say that repeat visitors are having a positive impact on business this year, with 51% citing ‘own marketing’ as a positive factor in their business performance. Attractions, meanwhile, have also seen fortunes increase, with 46% noting an increase in numbers, while 19% have maintained the same level of visitors. Irish people choosing to holiday at home has been identified as a key reason for the attractions’

improved business levels this year. Just over half (51%) of hotels have seen a rise in the number of domestic guests this year, however 59% of B&Bs have reported a decline in the domestic market. On the international front, close to half (45%) of respondents in the PSA sector reported an increase in overseas visitor numbers this year, while 28% have seen a decrease. This is an improvement on the April Barometer Survey where 32% reported an increase in overseas visitors.

The survey is a ‘realistic snapshot of where tourism is at today’ said Fáilte Ireland CEO, Shaun Quinn. ‘The hotel sector, particularly in the cities and traditional tourism hotspots, appears to be benefiting from increased activity in the domestic and overseas markets while other accommodation providers and the restaurant sector remain significantly challenged. While some of the trends in this report are positive and to be welcomed, it appears that we may be experiencing a twospeed recovery in tourism.’

Ring Invites British

to Gathering Minister of State for Tourism & Sport, Michael Ring, led a ‘Gathering’

roadshow in Britain in October, encouraging the British to visit Ireland in 2013. Minister Ring is pictured (left) at a networking event in Birmingham with Mike Lambden and John Gilbert from the National Express coach network, Vanessa Markey, Tourism Ireland and Martin Mullaney, former councillor with Birmingham City Council.

Publicans Scathing of Diageo Price Hike

The Vintners Federation of Ireland has sharply criticised Diageo’s recent price rise, calling the move ‘a disaster for the hospitality industry’. The drinks giant is to increase the price of Guinness and other beer products in response to the rising cost of barley but the move has not been well received by the country’s licensees. The VFI claims the decision is a blow for ‘Irish consumers and tourists at a time when we are all trying to boost consumer confidence, to get people spending and to reinvigorate a trade already on its knees. This announcement will further dent that confidence’. HOTEL & CATERING REVIEW VOL 45, ISSUE 10

NEWS

Restaurants reject Calorie Labelling The majority of Irish restaurants are choosing not to implement Dr James Reilly’s recommendation to include the calorie content of dishes on menus, maintains the Restaurants Association of Ireland. Many restaurants have objected to the Health Minister’s plans to introduce menu labelling, with the RAI claiming that the practice could cost the industry up to e110m. Since Minister Reilly announced his proposal in July only a handful of restaurants have opted to detail the

BITE SIZE DERRY has been named one of the Lonely Planet’s top 10 cities to visit in 2013. The accolade ‘couldn’t have come at a better time as the city prepares to take the international spotlight as the UK City of Culture’, said Tourism Ireland CEO, Niall Gibbons. RYANAIR has revealed it carried more than seven million passengers for seven months running, including a record 8.9 million passengers in August and 7.54 million passengers in October. In the year to October 2012, the budget airline has carried 79.3 million passengers – another European record. Its load factor for the year is 82%. A SIX WEEK SALES BLITZ saw almost 500 members of the Irish tourism industry take part in close to 26,000 one-to-one meetings with 200 top international tour operators this autumn. Fáilte Ireland, together with Tourism Ireland, organised the five custommade Destination Ireland workshops (North American Expo, UK Inbound, British Coach and Group Tour and European Coach), enabling Irish operators to pitch to top international buyers. WEXFORD NATIVE, John Doyle, has been enlisted by Unilever to become ambassador for Knorr across Europe. The chef, who is based in Germany and has worked for Knorr since 1996, is one of the stars of Knorr’s new advertising campaign. John was a key part of the development of Knorr Stock Pot. CHEF KEVIN THORNTON and hotelier Francis Brennan were among a delegation of Irish hospitality operators to fly to Lalibela this November to help tourism operators in the Ethiopian town develop their offering. The trip was organised by Connect Ethiopia, the group established by Camile boss Brody Sweeney and solicitor Philip Lee to encourage trade links between Ireland and Ethiopia.

calorie content of their dishes, said RAI chief executive, Adrian Cummins. Counting the calories of dishes served in restaurants will place ‘an unnecessary burden on restaurants that are already struggling to stay in business,’ said Mr Cummins. ‘Restaurants are one of the biggest employment sectors in the country, yet if this legislation was to be brought in, jobs could be lost. How does the government propose that this will be monitored? Will inspectors be paid to eat out in all of Ireland’s 22,000 food outlets and check if each menu has

Aramark Seeks Amateur Chefs

calorie counts on them? Any chef will tell you that menus in restaurants vary from day-to-day and therefore calorie counting would be highly inaccurate anyway.’ Opposed to a blanket introduction of calorie labelling, the Restaurants Association is proposing that restaurants instead include a healthy option on menus, denoted with a healthy options symbol. ‘This would help to tackle the obesity problem we are faced with, while also being a cost-neutral solution for restaurateurs,’ said the RAI chief. Aramark Ireland has launched a new Charity Gourmet Chef Competition in academic campuses across Ireland. The group, which provides catering on a number of campuses, including at DIT and DkIT, is encouraging amateur chefs from across the colleges and ITs to enter via the Aramark Ireland website, Facebook site or in the Aramark operated campus restaurants. Proceeds raised from the competition, which is being run in association with Miele, will benefit the Marie Keating Foundation and the winning amateur chef will win a week in a cookery school. Lillian McGovern, chief executive, the Marie Keating Foundation; food critic, Hugo Arnold and Grainne Kelliher, VP foodservices, Aramark Ireland, launch the Charity Gourmet Chef Competition.

Artisan Producers Promoted at CATEX Irish artisan food producers will be promoted at CATEX, the industry’s flagship foodservice exhibition which will take place at the RDS on 19-21 February. Chef ’s Choice @ CATEX, which is sponsored by IFSA, is a new initiative which will feature 25-30 artisan foodservice suppliers who will showcase their products to key hospitality operators. ‘With Chef ’s Choice @ CATEX, the emphasis is on spotlighting new, small artisan producers and in communicating the whole theme of chefs choosing local over imported produce. This initiative is a superb chance to see the incredible variety and quality that’s out there within our home market. These companies are the innovators and new faces of the Irish foodservice industry and we are delighted to be able to provide the stage they need to be seen,’ said IFSA chairperson, Julie Morrissey.

VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

Chefs will be given the opportunity to try some of Ireland’s best new artisan produce at CATEX 2013 in the RDS next February.

Sponsored by Bunzl and Calor, CATEX 2013 will feature a new show layout, an artisan food market, an energy and waste management pavilion, and the foodservice heroes stage where visitors can learn from the best in the business. For more information visit catexexhibition.ie.

NEWS

Gold for The G The accommodation team at Galway’s five star G Hotel proved they had the Midas touch when they scooped gold at the Irish Accommodation Services Institute’s inaugural ‘Accommodation Olympics’ recently. The G took the top spot on the winner’s podium, beating off stiff competition from 13 hotel teams from across Ireland including joint runners up, the Slieve Donard Resort, Co Down and The Armada Hotel, Co Clare. The jury, comprising Mary Hall, Fáilte Ireland; Micheline Corr, The Firm; Liz Smith-Mills, Diversey; Hannah Duignan, Lough Rynn Castle and Rita Kilroy, Ecolab, judged the teams on a variety of tasks, from vacuuming to bed-making and health and safety. The accommodation assistants’ attention to detail was also tested when they were challenged to identify 20 faults in a room. For their efforts, the winning team from The G were rewarded with a prize of e1,000 and a trip to London where they met with winners of the UK Accommodation Olympics at the UK Housekeepers Association’s annual business lunch.

The G’s winning accommodation team: (l-r) Christine Schneider, accommodation manager, Katarzyna Rimeikiene, Ashlee Chin, Kamil Kiklica, Luca Capobianco and Louise Flaherty.

Calling Ireland’s Accommodation Stars The Irish Accommodation Services Institute’s Annual Accommodation Awards are now open for entry. The Awards will be presented at the IASI’s AGM in The Armada Hotel, Spanish Point, Co Clare on 26 January. For entry forms email IASI president, Ines Guerra, at iguerra@carlton.ie.

Rio TO Celebrate St Patrick Tourism Ireland continues to reap success with its greening icons programme,

persuading Brazilians to green the landmark Christ the Redeemer statue in Rio de Janeiro next St Patrick’s Day. The move was announced by President Michael D Higgins, the Archbishop of Rio de Janeiro, Orani João Tempesta, and Tourism Ireland CEO, Niall Gibbons, during the President’s recent visit to South America, where he promoted The Gathering Ireland 2013.

Restaurateurs Call for Chef Training

The Restaurants Association of Ireland has lobbied for an investment in training to help address the chef shortage in the hospitality industry. Calling for the move in its 10 point pre-Budget submission, the RAI sought for the training investment to be offset against employers’ PRSI. The organisation also proposed the creation of 1,000 workplace apprenticeships in the sector, suggesting that participants of the Restaurant Apprenticeship Scheme be allowed access to training allowances equal to those of FÁS apprentices. Commenting on the shortage of chefs, RAI CEO Adrian Cummins said: ‘We’ve been trying to provide a solution to the problem since April 2012 but it hasn’t been heard. State bodies and agencies like FÁS, Skillnets and Fáilte Ireland don’t understand the crisis we’re facing into and the shortage chefs is having a devastating effect on restaurants trying to cope in the recession. We want to be able to market Ireland as a centre of food excellence, a true culinary experience with world class chefs leading the way. Instead, we are finding ourselves in a position where we have to recruit chefs from abroad when there are thousands of Irish people on the live register.’

AA Title For Knockranny Westport’s multi-award winning Knockranny House

Hotel was presented with the AA Hotel of the Year 2012/2013 title in October. Pictured celebrating are proprietors Geraldine and Adrian Noonan. The AA Ireland Guest Accommodation Award was presented to The Heron’s Cove B&B in Goleen, West Cork and the Courtesy & Care Award was collected by Gougane Barra Hotel, Ballingeary, Co Cork, while Teresa Browne of Clareville House B&B was named Bean an Tí of the Year.

HOTEL & CATERING REVIEW VOL 45, ISSUE 10

COVER STORY

Best Food First Sodexo Ireland is Diversifying, but Food will Always Come First

Business has changed dramatically over the last six years, but for new Sodexo Ireland MD, Margot Slattery, great Irish food is still at the heart of company. She talks to SARAH GRENNAN.

argot Slattery is ‘the embodiment of Sodexo’s mission and value around people’ she explains proudly over coffee shortly after her promotion to managing director of the food and facilities management provider this autumn. Joining the company as an assistant manager in 1991 she has risen up the ranks of the multinational in Ireland in proof, she says, ‘that you can be taken in as a pot washer and progress to become CEO one day’. Her ascent up the corporate ladder means that she’s witnessed changes at every level of the business, none more so than in the last number of years when the catering industry in Ireland, and around the world, has been transformed so dramatically. Like many of the group’s competitors, Sodexo has started to look to pastures new to grow business. No longer just a catering company, the multinational has expanded its services into facilities management, now operating a number of non-food sites in Ireland, such as the e62.5m PPP deal to provide maintenance and caretaking services for eight schools across the country.

food is our heritage and will remain so.’ The food business has become more and more challenging with the passage of time however. Always run on notoriously tight margins, since the collapse of the economy in 2008 the contract catering game has got even tougher. Clients are looking for a bigger bang for their buck, sites where the catering was subsidised as an employee perk are becoming a thing of the past, and caterers have to be more inventive than ever if they are to compete with the High Street and lure in customers. ‘The subsidised model is yesterday’s story,’ acknowledges Margot. ‘Very few sites are subsidised now, and if they are, they’re a very low subsidy. Clients are asking more and more for the catering operations to be run commercially. Some are looking for money back, starting from 2-3%, rising to 10% or higher in some cases. For instance, in third-level institutions where there is a prospective customer base of thousands then the client could be looking for a rebate as high as 20-30%.’ It seems high, but Margot Slattery shrugs her shoulders and points out that the turnover of some major third-level catering sites could be as high as e80-e90m. When it comes to the

the premises. ‘The concierge is becoming a really big opportunity for instance,’ notes Margot. ‘Whether that’s dropping off the dry cleaning, or buying a card and a cake for their partner’s birthday, we need to be able to offer more.’ Opportunities to provide facilities management services also help when trying to juggle margins. Input costs are traditionally not as high as food, and they are less susceptible to price fluctuations. ‘The margins are tight in all areas of the business, even in facilities management, but FM is a little more profitable. Food is more subjective, it requires greater input, and it is more at risk from inflation. Facilities management is more consistent,’ Margot explains. Food inflation has been a big issue this year, particularly in light of the dismally poor summer weather which had a disastrous impact on crops, and after years of trying to keep a lid on prices in the aftermath of the economic crash, the Sodexo boss admits it can be a tricky balancing act approaching clients for price increases. ‘You have to have a lot of demonstrative proof that input costs are rising but to be fair to suppliers, food is

‘Sourcing local has become very trendy, but really it is good business policy. I can sleep easy if we’re buying Irish as I know I don’t have to worry about bird ’flu or other crises. As an Irish farmer’s daughter I wouldn’t feel right bringing in food that can be produced by farmers here. You do feel a sense of responsibility in this role. I care because by sourcing Irish I am keeping people like my brother in business.’ ‘There have been so many changes in the last six years,’ reflects Margot. ‘Traditionally, we were a food company, now we’re moving closer to 60% food, 40% non-food services. I like the diversity. I have to open my mind to what’s happening in cleaning, security and so on. It’s good to learn about other businesses, but 10 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

super competitive contract market, caterers are prepared to do what it takes to seal a multimillion euro deal. These days, as well as looking for commercially run operations, clients are looking for added perks for their employees – shops, dry cleaning services, anything that will remove employees’ need to leave

becoming more and more costly. Meat has become very expensive, as have eggs, and anything based with cereal has really shot up. We’re working in partnership with our suppliers. We’ve cut down on the amount of deliveries we need and packaging we use as a way of helping them juggle their costs, and that also fits in well with our own

COVER STORY

imported? What’s wrong with mash with parsnip and turnip?’ she muses. Developing Irish cuisine isn’t just trendy, it also makes savvy business sense, believes Margot. ‘Roast beef is one of our biggest sellers. If we put bacon ribs on the menu they always sell in the restaurant. This is what people want to eat. There are chefs like Dylan McGrath who are doing their bit to promote traditional Irish food, but we need to do more.’

CSR. We’re also changing menus to feature more affordable ingredients. You’ll see much more porridge on breakfast menus now for instance.’ While Sodexo is adapting its model to reflect the changing price of food, one area it will not scrimp on is buying Irish produce. With a childhood spent growing up on a farm in Limerick, it is an issue that is close to Margot’s heart, she explains. ‘Sourcing local has become very trendy, but really it is good business policy. I can sleep easy if we’re buying Irish as I know I don’t have to worry about bird ’flu or other crises. As an Irish farmer’s daughter I wouldn’t feel right bringing in food that can be produced by farmers here. You do feel a sense of responsibility in this role. I care because by sourcing Irish I am keeping people like my brother in business.’ She laments that it can be hard to source everything Irish – and not just

the ingredients that need sunnier climes to thrive. ‘It is sad that Irish pigmeat is so scarce and we never have enough to keep up with the demand. Most farmers have a lot of idle sheds. Why aren’t we encouraging them to do more to keep pigs? Sheep are harder, but pigs are easy to farm. I’d like to see better quality chicken also.’ Margot additionally regrets that we don’t place more store in our culinary heritage and identity in the foodservice sector. ‘You don’t really see an Irish restaurant in Ireland. Why is that? I grew up eating wonderful Irish food like bacon and cabbage or Clonakilty pudding. But these days we seem to be ashamed of our food, serving the same old stuff when we should be proud of what we do. We should be proud of our stews and our soda breads. Why are there so many Chinese takeaways? Where do you go if you want an Irish meal to take away? Why is so much of our veg

n the meantime, caterers have another crusade to contend with – Health Minister James Reilly’s quest to place calorie content on all menus. Sodexo was ahead of the curve, already working on initiatives to count the calorie content on certain dishes and the group is currently in the process of trialling it in a number of sites before rolling it out across the board shortly, but Margot underlines that it will be impossible to offer calorie labelling for all dishes. ‘We can do it for a select number of dishes, but certainly not everything. Like all restaurants, our menus are based on what’s in season. What if the chef runs out of a certain ingredient and has to use something else? The concern I would have is that we could get it wrong if a chef goes off and does their own thing. I know as someone who watches my weight myself and has relied on calorie counting when dieting in the past, the absolute worst thing you could do is give people the wrong information.’ Subscribing to the view that there should be a more holistic approach to tackling obesity, she notes that Sodexo’s customers are becoming more and more health conscious. One out of every five coffees served in Sodexo sites are now decaf, customers are seeking herbal teas more and more, they’re cutting back on calorie-laden dishes and going for lighter, more healthy options. Settling into her new role as managing director of the company where she has worked for more than 20 years, Margot feels a big sense of achievement, but also responsibility. With more than 1,800 employees working across 220 sites in the Republic and Northern Ireland, she knows that more than ever in her new job she is responsible for their livelihoods. It is such thoughts which spur her on to grow the business further. With a fiscal target of e80m this year, Margot aims to grow the business to e100m by 2015 and increase it by 20% per annum each year afterwards. It’s ambitious, but as she points out ‘if we get a couple of big international accounts they will bring that in’. And more and more, we’re going to see the company diversify with additional services. ‘Clients are starting to smell the coffee. They know we can bring them savings. If we can get the food right, how hard is it to manage the lifts and do the cleaning? By marrying the services we can offer we expect to build real growth in the business.’ u HOTEL & CATERING REVIEW VOL 45, ISSUE 10 11

OPENINGS

Kellys’ Launch

No. 25

New from the team at the popular Brasserie le Pont restaurant in the heart of Georgian Dublin comes No.25 Fitzwilliam Place, an exclusive private venue for events, meetings and celebrations. Adjoining the bustling brasserie, which was opened by the Kelly family in 2011, No.25 Fitzwilliam Place features a warren of elegant reception rooms named after the great designers, craftsmen and architects, James Gandon, Richard Cassels, Eileen Gray, Michael Stapleton and Sir Edward Lovett Pearce. Luxury is the name of the game in this elegant and stylish Georgian venue, which has been restored to its natural glory with chic hues, classic furnishings and opulent Waterford Crystal chandeliers. Suitable for corporate hire or special occasions such as civil ceremonies, the venue can seat up to 66 guests. Brasserie le Pont head chef, James Doyle (ex Restaurant Gordon Ramsay at the Ritz-Carlton Powerscourt and The Village at Lyons), takes control of the menus, which showcase local produce and feature his signature style of classic French and Irish dishes with a contemporary twist. Director Fiona Kelly, who runs Brasserie le Pont and No.25 Fitzwilliam Place with her siblings Clare, Rebecca and Alexander, reveals that high quality and customer focussed service with a personal touch will be the foundation for business at the new venue. ‘At No. 25 we are offering a unique venue with superb food for corporate dining and stylish private events. As a family, we are passionate about good food and wine and are committed to ensuring that our customers have a memorable experience and get excellent value for money.’

McDonald’s to Generate 700 Jobs

McDonald’s Ireland has announced plans to open 12 new restaurants, creating 700 jobs over the next three years. Restaurants are planned for Dublin, Kilkenny, Ballina and Kildare Village, with a number of additional sites under consideration. The announcement was made at the launch of the new McDonald’s restaurant in Airside, Co Dublin, which opened in November and generated 82 new jobs.

Searsons

open for Rugby Season

Good news for D4 denizens and spectators visiting the Aviva Stadium... The landmark Searsons pub on Dublin’s busy Baggot Street thoroughfare has reopened under the new ownership of publican Charlie Chawke after a significant refurbishment. The bar, a popular watering hole with the rugger-hugging set, was bought from receivers following the collapse of the Thomas Read Group, and has now been given a new lease of life by the Chawke Group, whose bars include the multi-award winning Bank on Dame Street, The Dropping Well in Churchtown and The Goat Grill in Goatstown, Dublin among others. Charlie is pictured celebrating the reopening of Searsons with daughters Ali and Jenny.

12 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

Two New Restaurants for Nando’s Nando’s created 100 new jobs in November when it opened two restaurants in west Dublin. The Peri-Peri chicken purveyor launched in the bustling Blanchardstown and Liffey Valley shopping centres, bringing the number of Irish operations in the chain to nine. ‘Finding the right site is never easy, but after exploring a number of different locations we decided on Liffey Valley and Blanchardstown – both vibrant, busy locations with excellent footfall,’ explained Nando’s Ireland MD, Alan Snyman. The addition of 100 new jobs ‘demonstrates our commitment to Ireland’, he said. Nando’s now employs 380 staff in Belfast, Cork and Dublin.

PROMOTION NEWS

Bewley’s Boosts Your Eco Credentials

Bewley’s, Ireland’s leading fresh coffee brand, has launched a new foodservice coffee programme, beeco, which takes an innovative, 360° approach to sustainable coffee production and supply. The beeco programme offers operators a profitable branded coffee concept in addition to comprehensive sustainability credentials. The all-inclusive approach includes Fairtrade coffee, energy-efficient equipment, the use of carbon credits to off-set Bewley’s coffee-roasting processes and the supply of up-cycled and recycled materials in the coffee station and point of sale materials. As the first importer of Fairtrade coffee in Ireland, Bewley’s has long believed in sustainability and supporting the durability and long-term success of coffee-producing communities. In recent years, the company recognised that the effects of climate change on Arabica coffee production were likely to lead to worldwide shortages in the supply of high quality coffee and an exodus from coffee growing by small-scale producers, particularly in regions such as Peru. Bewley’s sought out and developed a relationship with a Fairtrade coffee cooperative, CEPICAFE, who farm their coffee on the mountainsides of Peru. This past year Bewley’s purchased almost 20,000kg of green coffee from CEPICAFE which is now included in the beeco line of filter and espresso blends. Deforestation and changes in weather patterns have resulted in the crops of Peruvian coffee farmers in the Choco region being wiped out. To overcome this, villagers began planting trees around their coffee beans as part of a reforestation project, reducing the CO2 in the atmosphere, and in turn providing shade and nourishment for their coffee beans. They also began selling carbon credits for every tonne of carbon captured by their growing trees. As part of the company’s carbon reduction initiatives, Bewley’s began purchasing carbon credits produced by the Choco villagers in Peru and using them to offset the emissions generated as a result of Bewley’s business activities. The carbon credits provide an extra source of income for the Choco villagers and the trees create the much needed buffer to protect the coffee farms below. The benefits to Bewley’s and coffee drinkers in Ireland are two fold: the availability of carbon credits mitigates the emissions that are a by-product of coffee roasting, and secondly, Bewley’s investment at the supply chain source guarantees the production of the highest quality raw coffee. The commitment to sustainability is not confined to the coffee-sourcing process itself. The Bewley’s beeco coffee equipment is better for the environment because the machines are programmed to use less energy when brewing the coffee. The beeco coffee cups are fully compostable and the beeco coffee station has been designed and built by two Irish companies, one of whom uses used and dried out coffee grinds in the manufacturing of the build materials. Recycled and up-cycled substances are also used in the point of sale materials for

beeco, ensuring a full 360° approach to sustainability. The beeco concept evolved from Bewley’s sustainable supply chain initiatives and a growing demand in the foodservice industry for compostable disposables and equipment that reduces energy costs. Considering the emerging customer trends, the newly forged links with coffee farmers in Peru and the fact that Bewley’s is a carbon neutral coffee company, Bewley’s was uniquely positioned to be the first to market with an eco-friendly or ‘sustainable’ coffee programme. Describing the programme, Carol Geary, Bewley’s marketing manager, said, ‘We have spent the last few years developing this 360º sustainable coffee programme which goes further to promote the lives of farmers and protect the environment, while also producing a superb, delicious Fairtrade coffee. We wanted to develop a programme that delivered value to all of the key stakeholders across the coffee supply chain but one that also highlights the growing concerns surrounding sustainable food and beverage supply.’ The first standalone beeco outlet has been operational in Waterford Institute of Technology for more than 12 weeks. Early indicators suggest that the programme is profitable, with volume sales in cups of coffee up by 8% on the same period last year. Consumers are actively seeking out the offer and, most importantly, returning to the location to make repeat coffee purchases. For those operators with a dedicated waste and energy management system on site, the beeco coffee programme will further reduce costs. The compostable cups can be disposed of in a more cost effective and

environmentally friendly way than a standard disposable coffee cup, while the dedicated coffee-making equipment, specified as part of the beeco programme, uses less energy. Alongside the eco-friendly elements of the beeco programme, Bewley’s also provides dedicated marketing support tools for foodservice operators to develop promotional programmes aimed at driving the consumption of hot beverages and increasing consumer average spend per visit. u To find out if the beeco coffee programme is the right fit for your operation call Bewley’s now on 1850 248 484

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 13

TOURISM

The Battle for

Britain

TOURISM The truth, of course, hurts and the results prompted the Taskforce to find out what our peers are doing successfully that we here on the island of Ireland could do better. The group concluded that the best destinations deliver many different experiences, but excel at one or two things. These ‘hero’ experiences are what makes a destination a ‘must see, must do’ location to visit, the Taskforce noted. But on top of that the most successful destinations also: • Focus on a well-defined holidaymaker market segment • Meet the needs of value-oriented holidaymakers • Make it easy for holidaymakers to access, interpret and engage with natural and heritage resources (transport, signage, information, interpretation, facilities etc) • Develop and communicate the meaning of their destination brand • Continually invest in marketing communications, including social media • Have a clear, common purpose that drives collaboration across key stakeholder groups • Continue to innovate and refresh their tourism experiences. So, armed with this knowledge of what our customers want and what our peers are doing, what can we do to address the problem and reverse some – if not all – of that 50% decline in our top tourism market? With the GB holiday market shrinking, thanks to the prevailing challenges in the economy across the Irish Sea, the only way to increase our slice is to whip market share from our competitors, notes the Tourism Recovery Taskforce. In its GB Path to Growth report it argued that if Ireland is to perform strongly against competing destinations it should: • Focus on specific parts of the holidaymaker market (target segments) that are receptive to the types of experience the island of Ireland can offer • Position the island of Ireland as a unique shortbreak holiday destination (average length of visits to Ireland is now five nights) • Raise awareness of the experiences on offer on the island of Ireland • Develop, position and promote specific

Barriers to Entry:

GB holidaymaker motivational statements or decision drivers Minimum requirements or core motivators The most important decision drivers

Differentiators The second most important decision drivers

Niche markets The third most important decision drivers

Specialist interests The fourth most important decision drivers

Explore the place

Enjoy local specialities (food and drink)

Feel special or spoilt

Meet and have fun with other tourists

Enjoy the beauty of the landscape

Have dedicated time with my other half

Feel like you are part of the place

Challenge myself and push my boundaries

Spend time with my children

Chill/slow down to a different pace of life

Meet the locals

Experience adrenalin-filled adventures

Have fun and laughter

Experience things that are new to me

Be physically healthier

Party

Enjoy quality food and drink

Experience activities/ places with a ‘wow’ factor

Have a nostalgic experience

Learn a new skill

Soak up the atmosphere

Broaden my mind/stimulate my thinking

Have lots of laid-on entertainment/ things to do

Do what I want, when I want, spontaneously

Get off the beaten track

Better myself – gain new confidence

Enjoy peace and quiet

Feel connected to nature

Visit places important to my family’s history

Go somewhere different but familiar

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 15

TOURISM

the best immediate opportunity, we already have the product that they seek – a vibrant nightlife. The Culturally Curious were chosen as they are high-value, they respond well to good information, they will visit the cities but also the regions beyond, they are also the ‘warmest’ to the island of Ireland. Finally, with our beautiful landscape, we have the potential to deliver what Great Escapers are looking for – a relaxing, rural holiday. The various experiences we can offer will sit well with these segments. Social Energisers will like ‘Vibe of the City’, the Culturally Curious will respond well to ‘Living Historical Stories’ and ‘Awakening the Senses’, while the Great Escapers will appreciate ‘Living Historical Stories’ and ‘Getting Active in Nature’. The Taskforce recommends that the tourism bodies work with the industry to

Minister for Transport, Tourism & Sport, Leo Varadkar, and Vivienne Jupp, chairperson, Tourism Recovery Taskforce, at the launch of the GB Path to Growth report

develop and hone products to tap into these markets. Social Energisers, for instance, could be targeted with City Plus experiences – a visit to Dublin city centre with the added advantage of trips to coastal villages like Howth or Dalkey, or adventures in the Dublin Mountains. The Culturally Curious are ideal prospects for the Titanic Experience or Wild Atlantic Way. More work needs to be done on the product offering for Great Escapers, says the Taskforce – integrated recreational trails need to be developed, the Mayo and Connemara greenways extended, the Wild Atlantic Way completed. But getting the product right is only half the battle. At the same time we need

to get the message out there that Ireland does have what British holidaymakers want. The Taskforce has recommended that a new communications strategy is developed with specific propositions for each segment, concentrating on their passions and inspiring them to book a holiday here. The channel strategy should be tailored by segment, the mix of communications determined by their media communications habits. For instance, digital and social channels will be important for Social Energisers, press partnerships and sponsorships will reach out to the Culturally Curious, word of mouth, social media and online activity will be vital for Great Escapers. With the British market on the precipice following five tumultuous years of decline, the Tourism Recovery Taskforce hopes that the recommendations in the GB Path to Growth report will lead to a 5% growth in the British market per annum between 2013 and 2016, delivering an additional 200,000 visitors. ‘Regaining our market share in Britain will require consistent and concerted action across the tourism industry if this report is to have the greatest impact possible,’ said Vivienne Jupp, TRT chairperson. ‘The tourism agencies will continue to work collaboratively to align their approaches. Fáilte Ireland and the Northern Ireland Tourist Board will create iconic experiences that can only be enjoyed on the island of Ireland to match the core desires of the audiences that have now been identified and prioritised. Tourism Ireland will develop new communications plans designed to target those three target audiences.’ But, the responsibility for turning around the GB market should not solely rest on the shoulders of the agencies. We all have a part to play in the Battle for Britain. It’s worth reading the GB Path to Growth report to see how the industry can reach out to our best prospects across the Irish Sea. u

The primary target segments for holidaymakers from GB Social Energisers

Social Energisers are young and like to holiday in groups or as couples. A good example would be a group of 28-year olds on a long weekend in Dublin or Belfast. They’re friends or colleagues looking for an exciting trip to a new and vibrant destination.

• 17% warm to (open to holidaying in) Republic of Ireland (ROI) • 10% warm to Northern Ireland (NI) • 48% under 34 • 38% single adult or adult-only households • 25% C1 • 11% of total GB holiday market • Island of Ireland share of this segment’s holidays – 6.4%

Culturally Curious

Great Escapers

The Culturally Curious are older and travel as couples or on their own. Typical Culturally Curious travellers would be 55 years old, taking a holiday with their partner. They are out to broaden their minds and expand their experience by exploring new landscapes, history and culture.

• 22% warm to ROI • 9% warm to NI • 68% over 45 • 54% couples or retired couples

Great Escapers tend to be younger and are specifically interested in rural holidays. Great Escapers are on holiday to take time out, get physical with nature and reconnect with their partner.

• 15% warm to ROI • 9% warm to NI • 29% couples • 44% B, C1

• 11% of total GB holiday market • Island of Ireland share of this segment’s holidays – 3.9%

• 13% of total GB holiday market • Island of Ireland share of this segment’s holidays – 2.6%

8: Download the GB Path to Growth report on itic.ie 16 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

First PasT

KITCHEN CONFIDENTIAL NEWS

the Post

Olde Post Inn chef proprietor and Euro-Toques Ireland commissioner-general, Gearoid Lynch, answers our quick fire questions. The style of food in The Old Post Inn is… modern Irish cuisine.

The most popular dish is… suckling pig, braised belly, trotter, poitin jus.

I’m currently working on a new dish with… Skeaghanore duck from West Cork.

My signature dish is… game – pot roasted mallard. At home I like to cook… roast rib of beef with Yorkshire pudding.

I most enjoy working with… game, in particular wild venison.

The piece of kit I couldn’t live without is… a Thermomix.

I’d love… a new Charvet kitchen suite. My favourite cookbook is… any of Thomas Keller’s. I’m inspired by… Myrtle Allen. I’m bugged by…questionnaires! The strangest request I’ve ever had was… fillet steak and sparkling water for a customer’s dog in their car.

What I love about this job is… working for myself and its flexibilities.

I hate… that it can be long hours at times.

The advice I’d offer young chefs is… keep your head down, work hard and don’t chase money.

Above: Gearoid Lynch Left: The Olde Post Inn, Cloverhill, Co Cavan Right: Gearoid’s dream dinner guest, Will Smith

My hero is… Sir Alan Sugar. The standard of Irish food is very high… we are an innovative nation; however we could source our ingredients more carefully.

If I was in Government I would ensure that… there was cross departmental cooperation when it comes to food in Ireland.

My leadership style in the kitchen is…decisive yet flexible. If I wasn’t a chef I would be… an art dealer. My ambition is… to keep building up a strong, consistent, busy restaurant.

The chef I have most enjoyed working with is… Kevin Thornton, because of his knowledge of food.

My guilty pleasure is… Dallas! My Death Row meal would be… white truffle risotto.

People would be surprised to know… that I’m a keen gardener.

My favourite restaurant is… Per Se, New York.

I relax by… cycling.

The chef I most admire is… Ross Lewis.

My dream dinner guest is… Will Smith. u

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 17

SKILLS

Water Works L

Some of Ireland’s leading chefs offer MARILYN BRIGHT sage advice on making the most of sous vide cooking methods.

ike hot-pants, platform shoes and turn-ups on trousers, fashion in food has a habit of re-inventing itself every few decades with new twists for a new audience. Currently, the hottest kitchen must-have is the slow cook low temperature water bath which has chefs developing their own techniques for cooking foods, primarily meats, for long times at low temperatures and still coming out as pink as a new-bathed baby. Earliest water bath cookery was the Celts’ Fulacht Fiadh, the water-filled pit kept on the boil with heated stones until the haunch of elk or wild boar was cooked. In the early 20th century, Nicolas Soyer (grandson of the famed Alexis of The Ritz) had Edwardian cooks agog with his ‘paper

bag cookery’. Promoted here in The Lady of the House, Ireland’s leading home monthly, food was sealed in Soyer’s patented paper bags with appropriate seasonings and liquid to be cooked on a grid in a standard oven. It was claimed that a turkey or goose could be cooked in 1¼ hours by this method. In 1911, Alex Findlater & Co was sole agent in Ireland for this kit, but presumably the events of 1914 and 1916 ensured that Soyer’s invention sank without trace. Today’s water bath equipment comes with all the bells and whistles, with digitalised controls for timing and temperatures held precisely to fractions of minutes and decimal points of degrees Celsius. The method first came on the radar as ‘sous vide’ (in vacuum) as the food,

often pre-cooked, was vacuum packed in plastic pouches to be regenerated in hot water for serving. Seemingly developed in France, the method was taken up by the Roux brothers in the 1980s, who found that much prep could be done in advance, with shelf-life extended and kitchen service streamlined. Traditionalists deride the method as boil-in-the-bag cookery and the image was tarnished by some chain restaurants who simply bought in sous vide dishes of indifferent quality and operated entirely with microwaves in de-skilled kitchens. In the early 1990s Colin O’Daly adapted the system in a specially built section of his kitchen and went on to develop sous vide dishes for Irish Rail Catering, which meant that train menus were no longer limited to

‘Overcooking means that the meat goes pappy or has a plastic texture. Every chef needs to experiment and make his own chart – it’s trial and error and you need to keep your errors in the kitchen.’ - Mickael Viljanen, The Greenhouse 18 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

SKILLS

fries and grills and travellers could enjoy the likes of Irish stew, boeuf bourguignon and pastas in creamy sauces. In Colin’s restaurant, timeconsuming sauces, stocks and pie fillings could be prepared and packed sous vide in convenient portion sizes to be used through the week. It was a work-smart method that proved especially useful in high-volume catering.

he latest slowcooking, low temperature water bath cookery so far remains the domain of high-end restaurants, not unrelated to the high level of technical expertise and precision required, as well as the setup costs. Wade Murphy of Doonbeg Lodge, who recently conducted a water bath cookery workshop for Euro-Toques Ireland, says that professional standard water baths start at e1,200e1,400, while the necessary vacuum packing unit will cost from e2,500-e5,000. Wade, who trained in the low temperature system in one of the pioneering centres in the US, points out that opinion is divided on the suitability of the method for all meats. ‘I think that water bath cooking is best for the economy cuts – things like blade of beef or pork belly. I wouldn’t do chicken this way, or prime cuts. And you can’t serve meat directly from water bath to plate – it needs finishing by pan searing. Pink meat on a plate just isn’t appetising.’ At the Gold Medal Award-winning Aldridge Lodge, Billy Whitty uses a combination of water bath cookery with traditional methods. A lamb platter pairs slow-cooked rump of lamb with oven-roasted rack and bacon shanks for terrines are cooked for 16 hours at 81°C while pork belly is oven roasted the old fashioned way, giving what Billy calls ‘proper caramelised flavour’. ‘The point of sous vide is to tenderise and I wouldn’t see the sense of using it for prime cuts and I think it’s

risky for chicken, although it works well for our confit of Skeaghanore duck legs. The new techniques of long low temperature cooking can be useful, but it probably makes the most sense in busy, high volume restaurants.’ Derry Clarke has used the water bath for several years but still says the most important things in his kitchen are the oven and gas rings. ‘The water bath has its ups and downs and you have to be careful as timings are critical. It works best on meats that need tenderising – beef skirt, shanks, shoulders – although it’s useful for keeping colour in veg like courgettes and carrots.’ Steaks are a speciality in Padraig Frawley’s Cornstore grills in Cork and Limerick. ‘With beef costs up by 35% we have to work closely with our butcher to keep prices down. For rump we buy the whole piece, have it trimmed, then rolled and cling-filmed to shape. Then it’s slow cooked in the water bath for 14 hours which gives pink meat, medium rare, which we slice off as steaks and flash fry for serving. You can’t serve it beyond medium as it starts to get tough, but the method allows us to put a steak dinner on the menu for e18.95.’ Award winning chef Mickael Viljanen was an early proponent of low temperature cooking, first at Gregan’s Castle and now at The Greenhouse Restaurant. He agrees that exact timings are crucial and cautions that there is a lot of trial and error to get things right. Unlike some chefs, he contends that poultry can be done successfully. Crown of chicken is done on the bone to keep moistness, water bathed at 63°C for 40 minutes, then roasted to finish. Squab gets 60°C for 40 minutes and remains pink throughout. ‘Overcooking means that the meat goes pappy or has a plastic texture. Every chef needs to experiment and make his own chart – it’s trial and error and you need to keep your errors in the kitchen,’ warns Mickael. It’s good advice. u HOTEL & CATERING REVIEW VOL 45, ISSUE 10 19

TALENT

Meet Ireland’s

f e h C g n u o Y Best Ciaran Elliott, the 24-year-old chef de partie at Dublin’s two Michelin starred Restaurant Patrick Guilbaud, has been crowned Ireland’s Best Young Chef, beating off stiff competition from his peers in some of the country’s best restaurants to win the prestigious Euro-Toques Young Chef of the Year title.

TALENT

Five Stars: The Young Chef of the Year Finalists Ciaran Elliott

Mark Moriarty

John O’Connor

Keelan Higgs

Jack O’Keeffe

In the next issue: Recipes for success from Ireland’s best young chefs HOTEL & CATERING REVIEW VOL 45, ISSUE 10 21

SEASONS

Game

s the clocks go back and the days shorten, thoughts turn to comfort food like a hearty fare of ribstickingly good venison, quail, and other gamey treats. The cold snap doesn’t mean a shortage of good veg either, as the season for purple sprouting broccoli, kale, kohl rabi, celeriac and main crop potatoes roll around. Root veg is a star performer at this time of year, showcasing the best of seasonal game with stalwarts such as parsnips, turnips and swede. We’re a big fan of the humble beetroot, this delightfully hued superfood which goes down a treat with the season’s best quail. We loved this simple offering from Keelan Higgs, sous chef at the newly starred Locks Brasserie in Dublin, who showcased his skills at the Young Chef of the Year speed-tasting event in Cooks Academy recently. Keelan took the best of indigenous Irish food and let the ingredients do the talking. For extra pizzazz he added a smattering of popping candy. Well, we all need a little bit of fun in these dark days...u

22 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

Takes Root

Pan roasted Quail Confit Leg, Parsnip Puree and Beetroot 4 quail 1kg baby candy beetroots 300ml duck fat 1kg parsnip 50ml game jus 350ml milk

Peel and finely slice parsnip and very lightly simmer until soft. Puree until very smooth and season. Juice half of the beetroots and reduce to a syrup consistency. Simmer the beetroots in seasoned water for 20-25 minutes until tender and peel. Warm in beetroot syrup to plate up. Take the legs off the quail, place in a roasting tray and pour over hot duck fat. Cook at 1100C for 35-40 minutes until tender. Pan fry the quail crown until golden brown and roast at 1800C for 8-10 minutes. Rest and carve the quail, warm the parsnip puree, warm the beetroots in the syrup and warm the quail legs in the oven and serve.

Also Good Now: • Celeriac • Celery • Kale • Leeks • Purple Sprouting Broccoli • Turnips 8 For more recipes from the Young Chef finalists visit our Facebook page: HotelandCateringReview

DRINK

Teeling Returns to Whiskey with Hybrid Blends Months after completing the sale of Cooley Distillery to US spirits firm, Beam, Jack Teeling is back in the whiskey business with his new venture, the Teeling Whiskey Company. Moving away from the actual process of distillation however, the new whiskey enterprise is taking an innovative approach by offering malts that are a combination of other whiskies blended together. First up comes ‘Edition No. 1’ a combination of malt 10 year old Scotch from Bruicladdich ‘married’ with single malt from Cooley Distillery in Louth which have been blended together in oak barrels for eight years. Teeling is seeking to create a new category of ‘hybrid malt whiskey’. Edition No.1 is bottled at 44.1% ABV and there is no chill filtration or colouring added. The first hybrid is limited to 1,200 bottles (70cl) and is available in the Celtic Whiskey Shop on Dawson Street, Dublin 2 and online at celticwhiskeyshop.com (e55). According to Jack Teeling, whiskey drinkers can expect a series of further whiskey fusions over the coming months as his new company seeks to offer ‘whiskey styles and flavours which deliver a truly unique experience’.

Fetzer Moves to Richmond

Edward Dillon & Co has announced it will no longer distribute Fetzer Vineyard wines, which include Fetzer and Bonterra brands. The wines will now be distributed in Ireland by Richmond Marketing. The move reflects Edward Dillon’s aim to concentrate its future development focus on its core premium spirit, champagne and wine brands, it said.

Jameson a Star Performer

Jameson continues to be a star performer for Irish Distillers Pernod Ricard, revealing 17% net organic growth during the first quarter of 2012/2013. Jameson, which is distilled in Midleton, Cork, yielded 12% volume growth during the period, outshining such Pernod Ricard brands as Absolut (-2% organic growth), Chivas Regal (-6% organic growth) and Ballantine’s (-8% organic growth).

Eristoff Joins Top

10 Brands List

Eristoff vodka has been ranked number seven in the 2011 Elite Brands list, published by International Wine & Spirit Research. The key requirement to be included in the Elite Brands list is to demonstrate sustained international growth. Eristoff’s marketing manager in Ireland, Tiernan O’Morain of Edward Dillon, said the ranking ‘demonstrates that we are a truly global brand and reflects our continued investment in growth in new markets’. Eristoff vodka, which is the top selling vodka in Austria, Portugal, Belgium, Chile and the Dominican Republic, is named after the noble Georgian Eristoff family, who created the original recipe in 1806. Made from 100% pure grain, Eristoff is distilled in a threestep process and charcoal filtered for absolute purity to create a clean, smooth taste.

Pernod Ricard

Named Innovation Leader

Irish Distillers parent company, Pernod Ricard, has been ranked as the 15th most innovative company on the planet. According to US weekly, Forbes magazine, Pernod Ricard, which had sales of e8,215m in 2011/12, is the most innovative company in France and the second most innovative in all of Europe. Pernod Ricard is well ahead of UK rival Diageo, which only manages a ranking of 33. Pernod Ricard was noted for its strong marketing innovation and its ability to build strong mainstay brands, with consideration for packaging innovation, changing consumption patterns and leading communication campaigns. u

GUESTROOMS

Bedroom r

s t e r c e S

Five years after the crash, Ireland’s hotel guestrooms are starting to show signs of wear and tear and hoteliers who have eschewed costly refurbs over the last turbulent few years know they can no longer put off a nip and tuck. But fear not, it is possible to breathe a new lease of life into tired old bedrooms without having to invest a fortune in expensive makeovers. Interior designer Arlene McIntyre shares some tips for quick and easy budget-friendly bedroom facelifts with Hotel & Catering Review.

t’s no secret, the Irish hotel industry has been through a tumultuous time of late. Business dropped off a cliff from the peak, hampered by dwindling domestic and international tourism and exacerbated by an oversupply in the hotel sector. While the oversupply, driven by generous tax incentives, had a throttling impact on revPAR when the mire hit the proverbial fan, it did lead us to create some of the best hotel stock in Europe. Now, five long and arduous years into the recession, those topquality hotel rooms are starting to look a shade past their prime. The boutique Tiger-chic is a little dated, its costly furnishings now a smidge worse for wear. But what is a cash-strapped Irish hotelier to do? Business levels may be showing signs of improvement, particularly in urban

24 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

centres like Dublin and Cork, and optimism may be on the rise, as borne out by Fáilte Ireland’s recent barometer survey of industry sentiment (see News), but the funds for capital expenditure are still not that easy to come by. Loans are not pouring out of the banks as they did during the boom (a good thing some might say, but harder to stomach for hotels starved of working capital) and, for many accommodation providers, the ARR remains too low to generate the margins required for a costly capital expenditure programme. The good news is that a lot can be achieved on even the smallest of budgets. All it requires is a smattering of fresh colours, a little elbow grease and eye for detail. ‘You don’t have to spend a fortune on a complete refurbishment to give your guestrooms a new lease of life. You can achieve a lot by working with the furnishings you have

GUESTROOMS and investing in a few new accessories,’ explains Arlene McIntyre, head of Ventura Design, the design consultant and project management firm which specialises in hotel makeovers. Arlene recommends keeping it simple when it comes to updating your guestrooms. Start at the foundation, and work your way up depending on budget. ‘The most important thing to do when considering a makeover is to get down to basics. A new bed is your number one priority. If your guests don’t have a good night’s sleep then everything else falls apart,’ the designer warns. If your bed is lumpy, sagging, threadbare and back-breaking then your years of putting off investing in a new sleep-haven have come to an end. The power of Tripadvisor means that potential guests will soon be alerted to your deficiencies in the bed department, and no one wants to get a poor rating in the sack. Bed suppliers will be able to supply a range of products to suit every budget and bed technology has come on so far that contract beds are harderwearing and longer-lasting than ever before. But if you invested in a new bed more recently and it’s still in good nick, though looking a little jaded, Arlene explains that a quick adjustment to the base upholstery and a new-look for the headboard can make all the difference to the feel of a guestroom. ‘You can easily update a bed by8

Bedroom Essentials Corby of Windsor, specialist supplier of guestroom products to the hotel sector, offers a range of amenities to kit out any bedroom. From electronic items such as the popular Corby trouser press to bathroom supplies and bedroom products including robes and slippers, luggage racks and welcome trays, Corby has all the essentials and luxuries required for busy hotel guestrooms. New additions to the comprehensive range include the Corby ironing centre with steam iron, featuring anti-theft and auto cut-off features plus a hook for easy storage; a 1600w semiprofessional hairdryer with a matt black and chrome finish and ergonomic handle; stylish hairdryer bag with drawstrings; plus the popular new welcome tray with an in-built one litre guestroom kettle which is available in black, white and red to suit a variety of bedroom schemes. Corby’s ultra-silent 35ltr mini bar, which is available in black and white with left or right opening doors, is eco and cost-friendly, using just 65w per day. For more information about Corby’s range of bedroom products, plus its Corby Spa range of bathroom amenities, visit corbyofwindsor.com.

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 25

GUESTROOMS

changing the upholstery of the base to suit the new theme of your room and a new headboard can make a vast difference also. A leather headboard is the best way to go rather than fabric. You can get great lifespan from leather and if you invest in a good headboard you shouldn’t have to replace it for 10-15 years, but if budget is an issue you can also get a good leatherette version. Leatherette has improved in quality so much that sometimes it can be hard to tell the difference. If you’re looking for a cheaper option it can work just as well and last just as long,’ the Ventura chief advises. When considering colours, Arlene

and fresh appeal to any room with minimum spend. ‘Pull one accent colour out of the room and work with that. Use the same colour in the throws, cushions and base coverings. Make sure it complements your wallpaper or paint and continue the theme throughout the room. Consider a feature wall in a nice wallpaper if you have the budget, or paint if you can’t stretch that far financially or your room has a large volume of people passing through with a high propensity for wear and tear,’ says Arlene. She suggests doing your research before picking your accented colour. ‘Decide on a colour that works

in harmony. Find ways to bring the light into rooms – your guests will find them more restive. And remember, the interiors should reflect the build. If your hotel is a relatively new build then go for cleaner, brighter lines. If it is an old country house, then perhaps go for a look that is more historic. Do your research, see what works for your market, find out what your customers like and don’t like – they are the ones who are paying the mortgage.’ Don’t be tempted to gut your rooms out and start from scratch, even if you do have the budget for a more expansive refurbishment. ‘I’m a big believer in working with what you’ve got and you

‘The most to do when considering a makeover is to get down to basics. A new bed is your number one priority. If your guests don’t have a good night’s sleep then everything else falls apart.’ advocates steering clear of dark hues. ‘Far from covering a multitude, dark leathers like black and brown will show up every speck of dust and hair. It will be a nightmare to keep clean and maintain.’ Keep to neutral colours like beige, stone and cream, ventures the design expert, and carry the theme throughout the room. New pillows also make a huge difference to every bedroom and Arlene advises upgrading them as regularly as possible. ‘Some hoteliers don’t realise the impact a lumpy pillow will have on a guest’s sleep. Guests are so particular about their pillows and they can really make a difference to the way they perceive their stay.’ Your second port of call in your makeover voyage is to address your pillows and duvets, therefore. Once they are in good shape and you’re working with a good bed you can look at throws and scatter cushions – adding instant glamour

with the wider audience, not what you like yourself. Flip through home interior magazines to see what is in demand. Canvass your guests – they are the ones who will be sleeping there. The mistake that some hoteliers make is that they go for what appeals to them personally, but it is not their home. The room should appeal to a wider audience, not be a reflection of their own personal taste.’ Pick tones that suit the style of your property and complement your location. For instance, if you are blessed with a coastal location choose a theme that will reflect your proximity to the sea. Steer away from stark and dark designs that would be more suited to a city centre hip hotel. Arlene recommends employing neutrals as they have the widest appeal. ‘The dark mulberry, reds and deep, dark shades that were so popular during the Celtic Tiger years are gone. People want more comfort now where they can relax

And so to

would be surprised how you can update existing furnishings with a little TLC,’ says Arlene. Furniture can be restored by a good craftsman, curtains can be updated with new lining and tie-backs, and new lighting can make a massive addition to a room, she believes. ‘Walk through your rooms and see what you can salvage. Don’t throw anything out!’ While the sky is the limit when it comes to budget-free makeovers, for those operating in the challenging environment of the commercial world a fresh, new room can be achieved on a fraction of the cost spent during the boomtime. With a little ‘make do and mend’ mentality and a smattering of fresh paint and fabric, a room can be updated for as low as e500, depending on whether you have to invest in a new carpet or expensive furniture. But remember, it all starts with a good bed. Get that right and you’re half way there. Get it wrong and you’re out in the cold. u

Bed …

With an average lifespan of seven to eight years for a frequently used hotel bed, many hoteliers who last refurbished during the busy years of the boom are now realising that the time has come to invest in new beds for their guestrooms. Hotel bed specialist, King Koil Sleep Products, has noticed an upswing in the number of hoteliers seeking to purchase new beds, with comfort, durability and value being the three greatest demands. ‘There has been a move away from orthopaedic beds to in-built pillow top models,’ notes Declan Brady of King Koil. The pillow-top beds, which feature pocketed springing in the mattress and layers of upholstery with a luxury pillow topping the mattress are highly durable and provide solid support to slumbering guests. ‘With the range of pillow-top beds customers are getting the very best in terms of comfort and support,’ explains Declan. Likewise, hoteliers can rest assured that they are purchasing a product with a good lifespan. ‘Durability is key in the hotel sector. Hoteliers want a bed that will last.’ Once the preserve of the luxury market, pillow-top options are now available to suit a variety of budgets, while new technology, such as the iKool gel infused memory foam mattresses which are up to eight times cooler than regular visco elastic memory foam, are being introduced to high-end establishments. But whatever the budget, Declan maintains that King Koil has a bed to suit, ranging from the Club Class 3 which is suitable for operators in the budget sector to the luxurious Club Pocket Pillow-Top which is popular with four and five star hotels. For more about the King Koil range of beds, visit kaymedworld.com/hospitality. 26 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

CONSUMERS

Customer Hotel Rituals Revealed

Bed jumping, mini bar raiding, surfing adult channels and, of course, bagging all available toiletries... Men and women have very different hotel room rituals, writes NIGEL TYNAN.

pon arriving in their hotel room, men and women immediately set about certain ingrained rituals that form a core element of whether or not they enjoy their hotel experience, reveals a new poll by Hotels. com. For men, the most popular first port of call is to grab the room’s remote control and check out what adult channels are on offer (19%) while women are more interested in what toiletries are included in the room (29%). When it comes to common ‘shared rituals’, the most popular is to take time-out together and take-in the room’s view, something which is standard practice to 51% of hotel guests. Next comes making full use of available hotel facilities, including a quick work-out in the gym, a swim in the pool and relaxing in the spa. Jumping on the bed was another popular occurrence with 15% of travellers delighted to test the beds springs, while 10% of guests enjoy naughtily raiding the mini bar. The Hotels.com survey also examined what gives people that special ‘holiday feeling’ and revealed that while almost half of travellers (48%) feel the holiday buzz when they first board the plane, 43% experience holiday joy upon first entering their hotel room. The act of packing, however, is enough for 38% of the public to experience holiday happiness. u Hotel rituals split according to gender: Activity

Shared

Men

Women

Taking in the room’s view

51%

47%

54%

Making full use of hotel facilities

46%

40%

50%

Looking for toiletries

21%

10%

29%

Checking out (adult) TV channels

17%

19%

15%

Jumping on bed

15%

13%

16%

Checking mini bar

10%

11%

Using hotel toilet

10%

TECHNOLOGY

Tonight’s

the Night

Same Day Booking App Launched

in Dublin

In town to address delegates at the highly successful Dublin Web Summit, HotelTonight CEO, Sam Shank, took the opportunity to launch the hotel booking app in the capital.

aunching HotelTonight, the discount booking app for mobile devices while speaking at the Dublin Web Summit was a good opportunity for Sam Shank, the co-founder and chief executive of the hotel booking platform, not just because he had a captive audience at the summit, but also because Dublin’s reputation as a tech-savvy city made the capital an attractive proposition to the developers. Launched in North America 18 months ago, HotelTonight is currently operating in 60 cities across the US and Canada, dipping its toe into the European market three months ago with a presence in London, Birmingham, Liverpool, Glasgow, Edinburgh, Amsterdam and now Dublin. Bringing the platform to the Irish capital makes sense, explaines Sam. ‘There are potentially a lot of users here. Dublin is a tech-forward city with a young population, good tourism business and great hotels.’ For the city’s hotels, HotelTonight also represents an attractive proposition, he believes. Currently working with landmark properties such as The Merrion, The Gresham and The Westbury, the booking app helps hotels fill empty rooms without cannibalising the brand and damaging rates. Suitable for ‘spontaneous travellers’ or those disorganised who tend to book hotels at the last minute, the HotelTonight booking app allows users to book a room to stay that night at deeply discounted

rates. Only three hotels in any one area will be showcased each day, and the rates for that night’s stay will be published at 12 noon and available until 2am – or until the hotel opts out. As users have no idea which hotels will be available on which day they are less likely to hold out for a discounted rate in a specific property, reveals Sam. ‘It’s a great way for hotels to fill up rooms that would otherwise go empty. Because you don’t know which hotels will be available you can’t wait until you get a half-price deal in your preferred destination. It is a safe and sustainable way to fill up inventory without damaging the brand. We don’t compete with advance bookings. We want the customer to be owned by the hotel.’ The firm is currently working with 15 hotels in Dublin, rotating the deals on a daily basis, showcasing three hotels with individual offerings each day. ‘Three is a magic number as it allows us to offer something to everyone – we are working with iconic hotels such as The Merrion, but we also have basic options to suit other budgets. Each day we offer a basic, mid-range and high-end room.’ It is up to the individual hotels to set the discounts, but prices are typically up to 50% less than rack rates. There is no joining fee, but HotelTonight will take a 20% commission on all rooms booked through the platform. ‘You only pay if we’re successful,’ says Sam. ‘We put a lot into it so we think 20% is fair. Some OTAs charge a lot more but we wanted to price appropriately.’ HotelTonight sends its own photographer in to take images to use in the app and writes the content for each hotel on the site. ‘We make sure the hotel is very merchandisable. We want the content to be interesting and relevant. We tell you about the best burgers or cocktails, the price of the pint, we show you pictures of what’s in the mini bars – the stuff that is really important about staying in a hotel. We make sure the content is very readable and the images are appealing.’ The HotelTonight developers also ensured that the app was quick and easy to use and suitable for time-sensitive mobile consumers. ‘We securely save payment information so once you’ve used us before you can make a booking in as little as eight seconds,’ explains Sam. Just three taps and a swipe and you’re on your way. u

8 HotelTonight is available on mobile devices only. It can be downloaded for free from the App Store and Google Play. Users can get e20 off their first booking by using the promo code TONIGHT. For more, visit hoteltonight.com

28 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

MOVERS & SHAKERS NEWS

Pauline Reilly

Patrick Joyce

On the Move

PATRICK JOYCE has been named as general manager of The Morrison Hotel, the four star Dublin property which was bought by Russian billionaire Elena Baturina earlier this year. Patrick moves to the John Rocha-designed hotel from the Lyrath Hotel in Kilkenny where he served as general manager, as well as interim general manager of the four star Kilkenny Rivercourt Hotel. With a career spanning more than 15 years in the hotel sector, Patrick has worked in hotels around the world, including London, the Maldives and Thailand. In his new role he will oversee the complete refurbishment of The Morrison which is due to commence shortly... PAULINE REILLY has been appointed head chef of Restaurant Gigi’s in Galway’s glamorous G Hotel. A native of Cavan, Pauline moves to the City of the Tribes from Donegal where she served as head chef at the multi-award winning Harvey’s Point Hotel. It is a homecoming for Pauline, who held the position of sous chef in The G in 2010. Pauline, who holds a BSc in General Science, swapped the lab for the kitchen when she indulged her passion for cooking and completed a certificate in Professional Cookery at GMIT. Since then she has worked in the kitchens of Lisloughrey Lodge, Ashford Castle, the Clayton Hotel and Moycullen House… CAROLINE COSTIGAN has been promoted to HR director at Aramark Ireland. In her new role, she will take responsibility for the provision of strategic HR services at the Aramark Group, which employs more than 4,000 staff in Ireland. With 15 years’ experience in HR, Caroline has spent the last seven years with Aramark during which time she led the HR team to achieve a CIPD Award in Leadership. She was also recognised for excellence in HR at the Aramark International leadership forum in Philadelphia… PETER DORAN is to retire as catering manager at AIB this November following 33 years with the group. The catering services at the bank are to be outsourced to a catering group… Restaurants Association of Ireland chief executive, ADRIAN CUMMINS, has been elected to the executive committee of HOTREC, the representative group for hotels, restaurants and cafés across Europe… JONATHAN RUANE, CEO of Eventovate, has been elected to the prestigious PhoCusWright 35, the award which recognises ‘next generation leadership’ in the international travel, tourism and hospitality industry. The Sligo native will join an elite group of leaders from Google, Intercontinental Hotels and other major multinationals at the conference in Arizona in November…Culloden Estate restaurant manager, PETER McALISTER, has been named UK Restaurant Manager of the Year 2012 at the Academy of Food & Wine Service Awards in London. Peter has worked at The Culloden for the last 18 months and previously served with Malmaison…Findlater Wine & Spirit Group has appointed MICHAEL FOLEY as marketing director. Michael, who moves to the distributor from Curves International Inc where he was international marketing director, is no stranger to the Irish drinks industry. He spent many years with Diageo as a senior marketing executive… SIMON COX has been appointed managing director of Molson Coors for the UK and Ireland. Simon, who previously held the role of managing director of the independent onpremise and wholesale division at Molson Coors, has also been appointed to the executive committee of Molson Coors Europe.u

Above: Lucie Dowling of The Pembroke Hotel in Kilkenny was presented with the Student of the Year Award in Conor Kenny & Associates’ first Management Development Programme. She is pictured with Paul Broderick, Pembroke Hotel general manager and RTE presenter, Mick Dowling. Below: Pictured at the European Hospitality Foundation (EHF) award ceremony in Farmleigh House recently were Riverdance producer Moya Doherty with Joan Gaspart, v ice-president of the EHF (left) and Kent Nyström, president of HOTREC. Moya was presented with the prestigious EHF Award in recognition of her remarkable contribution to the Irish hospitality industry over the last two decades.

Caroline Costigan

HOTEL & CATERING REVIEW VOL 45, ISSUE 10 29

NEWS FIVE MINUTES WITH

Philip Mahoney i VP for Hotel Misson tly to d n a lu B n o s lin recen The Radis flew into Dub , Radisson’s new d n la e Ir d n a gs UK rience Meetin promote Expe rm. We caught up with him o meetings platf ppa. u c k ic over a qu How’s business? It’s a bit of a mixed bag really. We’re doing brilliantly in Dublin and Galway – it’s been a fantastic year for both cities – but elsewhere is still struggling. The domestic market is very tough still as there is no consumer confidence. We have recorded growth which is well in excess of inflation though, so we’re happy with that.

Which Irish hotels are your best performers? Galway is doing particularly well – it’s having a bit of a year. It has benefitted from all the great events in the city this year of course. The Radisson Blu Royal in Dublin is having its best year ever, but bear in mind it opened in 2007 so it was still ramping up when everything went wrong. St Helen’s is having a great second half of the year and the Dublin Airport property is storming.

How does Ireland compare to the UK? The UK is extremely tough. We still have some growth, but nothing like the level we have recorded in Ireland – although that’s off a slightly different base. The rates are improving here, particularly in Galway, but in the UK the rates are horrendously suppressed.

Have you any expansion plans? Yes, we are interested in developing our portfolio but there’s nothing I can tell you about! What I will say is that our pipeline is really strong. Here in Ireland, this is a very, very mature market, but it’s fair to say we would like another presence in Dublin. There’s room for another Radisson Blu and I would like to establish Park Inn by Radisson more. The brand is a phenomenal success in France and the UK. It makes sense to develop it more in Ireland.

So Dublin is on the cards, what about outside the capital? It’s not high on our list, but if the right option comes along then we will certainly consider it.

How does doing business in Ireland compare to other countries? It’s not a complicated place to do business. That culture of being a business-friendly destination is well established. Obviously, it would be a great help if the local authority rates were addressed. If you base rates on asset value rather than trading value, and if the asset values have devalued, then the rates need to reflect that.

What new trends do you see emerging in the hotel business? We are seeing a shift in expectations. If guests are buying into a full service hotel then they want a full service offering. As rate improves, guests expect you to offer more. We try to show the value 30 VOL 45, ISSUE 10 HOTEL & CATERING REVIEW

offering rather than a price offering. As consumers, we purchase on value rather than price.

Did hoteliers shoot themselves in the foot when they got sucked into the rate war? That’s easy to say, but when your pigs are in the trough you can’t be choosy. We have to get back to value rather than price however. If you get into an unhealthy performance within your competitive set then you put people under pressure and by default, people will cut costs in pressurised situations. But what we’ve done as a company is try to maintain and grow standards. It is up to me to put controls in place to enable the businesses to control costs rather than cut costs.

Tell us about Experience Meetings. Experience Meetings is the most important initiative for us at the moment. It brings together the meeting essentials of food, connectivity and breakout rooms, with the intangibles – service, satisfaction and sustainability. The core components of Experience Meetings are Brain Food, Brain Box and Connectivity. Brain Food is an innovative and responsible food and beverage solution developed by skilled chefs and nutritionists. It comprises fresh, well-balanced and primarily locally sourced low-fat and low sugar items, with lots of fresh fish, whole grain products, fruit and vegetables that keep guests’ blood sugar levels constant, thus helping them to maintain concentration and to lower stress levels. It’s blindingly obvious we perform better when we eat better. I can’t believe we didn’t think of it earlier. The same goes for Brain Box – a breakout room available at some participating hotels, designed to elevate efficiency and stimulate creativity. Brain Box comes equipped with flexible furniture, including movable lounge chairs and cushions, with adjustable light systems and special tools including plexi-glass walls to write on. When you think of it, we all have our best ideas in the shower – it’s where we’re most relaxed. It makes sense that the more relaxed we can make guests in their meetings, the more we can help them stimulate creativity. The final piece of the jigsaw is connectivity. Each Radisson Blu offers free wi-fi for all in-house guests and meeting delegates and now the bandwidth will be increased to 100MB at all airport and conference hotels. We’ve started a phased roll out of Experience Meetings and we’ve had a fantastic response so far. People really like it. u