Hotplate - May 2022 by Northern Ireland Hotels Federation

May 2022

LOVE STORY SOME RESULTS FROM OUR RECENT WEDDING SURVEY. PLUS SCREEN TOURISM LEGAL UPDATE MEMBER NEWS ECONOMICS

To Revenue & Beyond Don’t miss the Federation’s special seminar looking at pricing, costs and guest loyalty.

Book now at nihf.co.uk

INSIDE HOTPLATE

P. 17

BORDER TOURISM HOW THE PROPOSED ETA IS BAD NEWS FOR TOURISM ON THE ISLAND. P. 20

P. 10

LOVE STORY SOME RESULTS FROM OUR RECENT WEDDING SURVEY. P. 21 MEMBER NEWS Only a few snippits this month. Hopefully we’ll be back to more positive news soon.

P. 6 SCREEN TOURISM Game of Thrones, Line of Duty, Belfast, Derry Girls and more. TV and films bring in visitors.

P. 15 CLAIM CULTURE Federation solicitors, McKees, on how to minimise claims in your hotel.

P. 22 STAFFING CRISIS What steps are being taken by industry to help recruitment and skills.

P. 9 HOTPLATE Northern Ireland Hotels Federation The McCune Building, 1 Shore Road Belfast BT15 3PG Tel: 028 9077 6635 Web: nihf.co.uk Email: office@nihf.co.uk

PRESIDENT’S MESSAGE

he summer season is almost upon us, and it is a great to see the industry open and trading under more normal circumstances. After a difficult two years of pandemic regulations, constraints, and closures, hoteliers have shown their mettle and I have been extremely proud to serve as President of the NIHF. I want to pay tribute to everyone: suppliers, supporters, and stakeholders for their contribution in the journey so far. It is important that we highlight the role, hotels, the tourism, and wider hospitality sector has played in helping restore society and the local economy. It is a credit to all that the sector continues to contribute in a such positive way. Things remain very fluid, and despite the ebbing of the pandemic, we remain in turbulent times. Like many, our business is struggling with the peaks and flows of business, changing and ever more exacting customer needs and rising costs. On the positive side, business has come back albeit slowly during weekdays and as the pandemic ebbs, events increase, and access is restored, the sector is looking forward to a busy couple of months ahead. Leisure stays are well up, making weekends very busy and staycations look set to continue for the remainder of the year. Yes, there are concerns about costs, staff, and constraints on consumer spending and how we balance trading in a profitable and sustainable manner with customer expectations. Energy rises have been well documented, and nobody could have predicted a scenario of a worldwide pandemic swiftly followed by a war in Ukraine which has resulted

in double digit increases in gas and oil bills. Food supplies have also been interrupted with costs escalating as well. The Federation is keen to support members in navigating these challenges and will be staging a new event “To Revenue & Beyond” on 17th May 2022 in the Clandeboye Lodge which will look at profitability, rate strategy and managing revenue. All the details and a booking link is on the website. Hospitality Exchange will take place on 11th and 12th October 2022 in the Crowne Plaza with an exciting programme reflective of current challenges along with the opportunity to catch up with colleagues and friends. The event launches with a networking lunch on 11th of May with more details on the programme and its final release in early September. It is important that we look to the future and stage live events with the hope that we can return to a full calendar of activity in 2023. All that remains is for me to wish you a healthy, happy, and profitable summer season and I look forward to meeting with you in person over the coming months. If you have any issues or require any information, please do not hesitate to contact the office on 028 9077 6635 and they will be happy to help you with your queries. Thank you for your support.

STEPHEN MELDRUM President

EDITORIAL

BALANCING ACT JANICE ON THE COST OF DOING BUSINESS IN 2022. The hotel industry like many others finds itself in unprecedented times. Post-covid trading has been strong, with the Christmas blip of Omicron behind us, and businesses are focused on restoration and recovery. The majority are reporting a good top line performance with reasonable forward bookings and a continuing interest in staycations. Meetings, events and conferences are coming back at a different pace but interest remains good with Northern Ireland still seen as a safe, commercially viable and interesting destination for the MICE market. However, the real challenge is managing costs and setting rates whilst maintaining customer loyalty and understanding. All costs have risen; energy rises have been well documented and these impact on everything from heating a building to cooking a banquet. It is costing suppliers more to transport their product, manufacture ingredients and grow produce. All of this is being passed on to the end user, in this case the hotel. Several other factors have come into play: (1) a rise in minimum wages plus salary inflation due to labour pressures, (2) a war in Ukraine resulting in shortage of grain and other key ingredients, (3) Avian flu which has seen egg and poultry shortages and added to this (4) issues around supply because of Brexit. This has created a difficult set of circumstances in which to trade and which may impact on viability if not carefully managed.

Some rises are not as visible. The customer sees a headline price which includes VAT, and many will not be aware that in 2021 this moved from a 5% rate in to 12.5% in September to a 20% levy as of 1st April. The full impact of this rise simply cannot be absorbed by hotels but communicating its impact is key. If you charged £120 for a room in March, the net amount was £106.66. In April to get the same amount a hotel would have to charge £128 but, here is the real challenge, energy may have doubled, your wage bill will have increased by at least 6% and ancillary products have gone up well beyond the headline 7% inflation level. The new selling price needs to take all this into account with a strategy going forward which allows you to maximise yield, adjust and alter pricing as required. There is a difficult juggling act here, strong demand, rising costs and uncertainty make it difficult to plan, set rates and budget. Customers who have been loyal may react but to maintain a viable business, costs must be covered. Alternative strategies may be required to deal with different business segments

JANICE GAULT Chief Executive making customer data and intelligence a key requirement. In post pandemic times, nobody has an instruction manual to deal with this very turbulent business climate; it’s about balancing the books, setting out an attractive rate for the customer, thanking them for their loyalty while keeping them informed of the dynamics you are facing. Tricky times will require innovative solutions including delivering yields from the entire operation with revenue management beyond bedrooms and a reactive pricing policy. There are a lot of moving parts to manage which require careful control for businesses to operate successfully in the short term.

for more on current pricing issues and possible solutions for the sector, dont miss our upcoming seminar (see Page 8)

To Revenue & Beyond Tuesday 17th May 2022, Clandeboye Lodge Hotel

Hospitality Exchange 2022 Crowne Plaza Belfast 11th & 12th October

THE RISING STAR AWARDS Do you have a person in your business who has to opportunity to rise to the top of their chosen professional or discipline? The NIHF is looking for these stars so that we can recognise and reward them at a special lunch on Tuesday 11th October 2022.

Entries will open on 1st August 2022 and will close on 5th September. Entries will be judged by an independent industry panel and those successful will be interviewed with all successful stars invited to a lunch at Hospitality Exchange along with their nominator.

A further opportunity to develop their career will be offered as part of the judging process. See nihf.co.uk from 1st August for the nomination form.

MEMBER NEWS

GRAND CENTRAL HOTEL »Grand Central, has been awarded a fivestar rating by the AA. Stephen Meldrum, General Manager of the Grand Central Hotel said: “We are thrilled to have been awarded a five-star rating by the AA and I would like to pay testament to every single member of staff as it is because of them that this recognition has been made possible. It is great, not only for Hastings Hotels, but also for tourism in Northern Ireland as we continue to produce a first class offering both in terms of the product and the people.”

NIHF MEMBER NEWS

CLANDEBOYE LODGE HOTEL

ARMAGH CITY HOTEL

KILLYHEVLIN HOTEL

Clandeboye Lodge has launched a new ‘Ultra-luxe suite’, offering guests their most premium guest room experience yet. This super-stylish suite has generous proportions and makes an impressive statement with its elegant, handcrafted furnishings and deluxe amenities.

20 years ago four businessmen - Bertie Fisher, Brian McCormack, Felix Mooney, and Kieran McAnallen - discussed the need of a hotel in the city of Armagh. They wanted a large enough hotel outside of Belfast to bring visitors and events to the area plus a public bar and restaurant which locals would facilitate as much as visitors. The dream turned into reality with Armagh City Hotel opening early 2002.

The Killyhevlin Lakeside Hotel, Enniskillen is celebrating the 5th anniversary of the opening of their highly successful self-catering Lakeside Lodges.

Designed for those looking to indulge in total luxury, you can chill out in the free-standing copper bath, set against a backdrop of copper-veined quartzite before retiring to the super-sized, contemporary four poster bed. The Ultra-luxe suite comes complete with free Netflix and Prime Video on the 65” TV so that you can enjoy your favourite films and TV shows in style.

Over the past three years the hotel has undergone refurbishment which is hoped to be completed by mid 2023 to bring it from a 3 star to 4 star property. Many locals still call it the “new” hotel which is understandable considering the heritage of the city dating back the Celts!

Since opening in 2017, the Lakeside Lodges have welcomed over 100,000 guests to stay. The signature closed panel timber frames of the Lakeside Lodges were chosen to merge perfectly within the breath-taking setting on Lough Erne. The pet friendly Lakeside Lodges sleep up to four guests and feature a fully modernised open plan kitchen, dining and lounge area with floor to ceiling windows, Wi-Fi, ensuite bathrooms and private outdoor decking area with patio furniture to soak up the stunning views of The Fermanagh Lakelands.

MARKETING CAMPAIGNS

MARKETING CAMPAIGNS £3.5 MILLION COMMITTED TO HELPING INDUSTRY MARKET THEMSELVES OVER THE PAST 12 MONTHS Tourism NI committed over £3.5 million over the past 12 months to help the industry with marketing. The Federation was again tasked with engaging with the industry to facilitate a series of Co-operative Marketing Funds for all graded accommodation, tourist attractions and experiences. Domestic campaigns ran during Summer and Autumn 2021 and into Spring 2022. A GB campaign was also run in conjunction with Tourism Ireland to help

industry attract visitors from England, Scotland and Wales. Claims are still being processed for Spring 2022 but reports so far indicate that it had a fantastic impact in bringing in business from domestic tourism and from the Republic of Ireland. The Federation continues to work with Tourism NI to identify ways to stimulate demand going forward and we hope that a lack of Executive doesn’t prevent further support.

Embrace your City escape

Tourism NI

Marketing

Visit Derry~Londonderry for jaw-dropping historic tales, lively nights out and the warmest welcome. Visit the legenderry city and you’ll find a beautiful and historic hideaway bursting with vibrant energy. Derry~Londonderry is one of the best value short break destinations on the island of Ireland. Everywhere you look, lively bars and cool restaurants share cobbled streets with iconic landmarks and museums – so it’s perfect for a city break. But where to start? Here's a quick guide to getting the most out of your visit... Exquisite Exhibits

Further details of the campa ign, including online entry form, can be found at nihf.co.uk. Please do not hesitate to give us a call to discuss your ideas on 028 9077 6635. Northern Ireland Hotels Federation The McCune Building 1 Shore Road, Belfast BT15 3PG Tel: 028 9077 6635 Web: nihf.co.uk Email: office@nihf.co.uk Closing date for applications is 7th January 2022.

Bishop’s Gate Hotel

T: +44 (0)28 7114 0300 Enjoy 2 nights accommodation with a cooked to order breakfast each morning and a 3 course dinner on one of the evenings. From only per night based on 2 guests sharing

£170

Holiday Inn Express

A city with epic stories to tell. Whether you’re into sieges or shipwrecks, or even if you want A6 to journey through the epicentre of the region’s civil rights era you can discover all this at The Siege Museum, The Tower Museum, or the Museum of Free Derry. Each of them has a treasure trove of stories and artefacts from our remarkable history.

The Walled City

Meet the Girls Get out and about to find filming locations from Channel 4's hit comedy, Derry Girls. Along the way, you’ll see exactly how our locals inspired such warm and witty characters.

Legenderry Food This city loves its grub. Any local will gladly list a dozen great places for you try. Among them will likely be The Guildhall Taphouse for a buzzing atmosphere, Browns Bonds Hill for fine dining, and El Tapas Grá for a local twist on Spanish classics. (Check out legenderryfood.com for more ideas).

City Hotel

T: +44 (0)28 7136 5800 2 nights bed & breakfast with dinner one evening, a bottle of wine on arrival and a £20 Foyleside gift card. From only per person sharing

£155

Maldron Hotel

Electric nights

When it gets dark, this city shines. The likes of Van Morrison, Kodaline and Jimmy Carr will raise the roof at the Millennium Forum soon. While the River Inn or Paedar O'Donnell's are renowned for fun and music long into the night.

Campaign

Girls’ Getaways Whether it’s to escape from a busy lifestyle or indulge in a spot of shopping, we have you covered. From bottomless brunches to afternoon teas, relaxing spas, or unique finds in the craft village, grab a few mates for the perfect girls’ getaway.

Okay, sounds great, how do I get there? Easy. You can fly direct from Glasgow to City of Derry Airport with Loganair in around an hour or use transport links from the Belfast airports or seaports.

And where’s good to stay? You’ll find boutique hotels and budget-friendly options all over the city, and find great hotel deals on VisitDerry.com/ escape

Oh, one more thing...

Make sure you get a Visit Derry Pass. It’s like your key to the city. It gets you access to top attractions and some great walking tours – just £25 for a one-day or £30 for a two-day pass!

For more ideas and offers, check out:

VisitDerry.com/escape

Da Vinci’s

T: +44 (0)28 7127 9111 2 night stay with breakfast. Enjoy a welcome bottle of bubbly and a 2 course dinner on one evening. From only person £115 persharing

Shipquay Boutique Hotel

Waterfoot Hotel

VisitDerry.com/escape T: +44 (0)28 7116 2400 2 nights bed & breakfast with Dine n Drinks credit. From only per couple

£179

T: +44 (0)28 7137 1000 2 nights bed & breakfast, 2 course evening meal on one evening. 1 Maldron cocktail each and a £20 Foyleside gift card. From only per person £129 sharing

T: +44 (0)28 7126 7266 Enjoy a 2 night break with full breakfast each morning and a 3 course meal with tea/coffee on one evening of your stay. From only per couple

£260

T: +44 (0)28 7134 5500 Enjoy a 2 night stay in a superior room with full Irish breakfast each morning and a 2 course meal on a night of your choosing. From only per couple, per night

£109

NORTHERN IRELAND HOTELS FEDERATION

75% Funding for your

Spring 2022

Marketing support for accommodation, visit attractions and experien or ces.

marketing. Apply now!

To Revenue & Beyond Tuesday 17th May 2022 Clandeboye Lodge Hotel 8.30am - 2.00pm � The use and value of guest data to improve profitability. � Customer engagement and creating a personalised experience. � Using automation to maintain guest loyalty. � Rising costs - profitability v loyalty.

Are your costs rising and staffing challenges growing? Why not join us at this tailored event which will look at strategies and tactics to help navigate these difficult times. The programme will include: � The Revenue Revolution - yielding your product, giving value and maximising your customer potential. � Introducing a revenue culture. � Your rate and pricing strategy for all the operations within your property.

Featuring some of the leading experts in their fields, this seminar is a chance to discuss what makes a great pricing strategy, ensuring you maximise returns and minimise costs.

Tickets £50 + VAT per person for NIHF Members £75 + VAT per person for non-members

Running Order 08.30 Buffet Breakfast 09.00 Welcome, Introductions, Agenda, Compere 09.10 The Revenue Revolution, Adrienne Hanna 09.30 Revenue for Profitability, Michael Heyward 09.50 Best Business Practice, Panel Discussion 10.20 Personalising the Guest Experience, Clio O’Gara

Book online at nihf.co.uk or call 028 9077 6635

10.40 Coffee Break 11.00 Maximising Business Potential, Heather Hart

starring

11.45

Guest Data - Your Secret Weapon, Nigel Allport

12.05 Rate Strategies, Adrienne Hanna Adrienne Hanna, Right revenue

Michael Heyward, Heyward Group

Clio O’gara, Guestline

Heather Hart, Founder of Smart Space

Nigel Allport, For-Sight

Helen O’Leary Innovate Room

Louise Boland The PLaza Hotel

12.30 Profitability v Loyalty, Panel Discussion 13.00 Lunch

Panelists

Liam Minihan Inua Collection

Sharon Power Cowley Net Affinity

David Byrne Asksuite

in association with

supported by

TOURISM NEWS

ADDRESSING THE STAFFING CRISIS ROISIN MCKEE, PROJECT DIRECTOR, HATS NETWORK ON WHAT STEPS ARE BEING TAKEN TO HELP INDUSTRY As businesses continue to face intense competition to recruit and retain talent, the Hospitality and Tourism Skills (HATS) Network is working with partners on a collective ambition to grow a sustainable talent pipeline and transform the industry reputation to a place that people of all ages aspire to work in. Some recent highlights from activity spearheaded by the HATS Network include: Promoting industry careers • A major multi-channel advertising campaign in partnership with Tourism NI to boost perceptions of careers in hospitality and tourism and help attract new talent has been delivered and achieved a fantastic level of engagement from jobseekers with: • 69,000+ pageviews of the campaign job search page • 24,000+ users to the campaign job & careers portal • 4700+ unique opens of job vacancies • A new Hospitality & Tourism Careers Bulletin from the NI Careers Service to support schools and careers advisers has been developed, with a number of articles and profiles from the HATS Network that share insights and advice. • A virtual insight event was delivered in partnership with the Department for Communities to provide 185 work-coaches with an overview of the employment opportunities and how the industry is changing to attract and retain people. • A virtual insight event targeting year 12 school students was delivered in partnership with School Employer Connections, giving attendees the opportunity to

LEARNING JOURNEY TNI/NIHF IRELAND HOTEL TRIP

hear from industry professionals on their career path, job role and what they enjoy about the industry. Chef bootcamp To help attract and develop jobseekers into entry-level chef roles a four-week chef bootcamp, delivered by the six colleges and informed by HATS has supported participants to develop practical kitchen skills, achieve industry relevant qualifications and gain a vital understanding of how a commercial kitchen operates. ‘Tackling Retention’ event Leading employers and delivery partners came together to identify the management and leadership skills needed to help our industry recover effectively and to help shape the design of a talent management programme capable of delivering inspirational learning that managers can benefit from. Coming soon: • A recruitment and retention webinar series, targeting SME’s to help them adopt ‘Our Hospitality and Tourism Commitment’. The series will share insights from a range of experts on recruitment, providing good quality training, work-life balance and wider employee support. • Career testimonial videos showcasing a variety of roles to inspire jobseekers to actively consider a career in the industry. To find out more about HATS and sign up for updates visit www.hatsnetwork.co.uk The HATS network project is supported by Invest Northern Ireland under its Collaborative Growth Programme.

Tourism Northern Ireland, in conjunction with the Northern Ireland Hotels Federation, ran a learning journey to the Republic of Ireland (ROI) in April 2022. Delegates from twelve businesses took part in a journey that included The Game of Thrones Experience, Killeavy Castle Estate, Carton House and Adare Manor. The group also visited the recently opened Cashel Palace Hotel and Wren Urban Nest in Dublin. The ROI market represents a growing opportunity for Northern Ireland. Northern Ireland has made significant inroads in this market with visitor spend rising by 151% in 2021. The post-pandemic outlook indicates the continuation of a strong interest in staycations and the trend now and into the future for the ROI market is very positive. ROI residents have been holidaying more at home, with ROI domestic holiday trips increasing by one fifth between 2012- 2016. The overall objectives were to identity and learn from collaboration, to explore examples of building a diverse hotel experience based on excellent customer service, key segment targeting while respecting sustainability and environmental principles.

fe l w as pl t ac es

FEDERATION

NORTHERN IRELAND HOTELS FEDERATION

GOLF DAY

TUESDAY 24TH MAY GALGORM CASTLE GOLF CLUB

We are delighted to announce that the NIHF Annual Golf Day will be held at the Galgorm Castle Golf Club on Tuesday 24th May 2022.

Tickets are only £340 (plus VAT) per team of 4 and include:

It’s a great day out and we’ll have some amazing hotel prizes on the day with our Super 18 Prize Draw!

18 hole golf competition, bacon rolls & refreshments before tee-off, goodie bags, dinner, and complimentary drinks throughout the day.

The Texas Scramble competition will feature teams of four and a range of fun prizes. There will be a two tee start from 12.30 pm and golf will be followed by dinner and prize-giving in the Castle Kitchen. If you want to Stay and Play, we have deal with Galgorm for £185 per superior room in the hotel on a B&B basis. Please contact us to book. We also have a Spa and Dinner option for £85 per person which includes a two-hour visit to the Thermal Spa Village and dinner in the Castle Kitchen with the golfers.

If you don’t have a team of four, just contact us and we will make up a team for you. Contact the office on 028 9077 6635 to book your team.

SUPPORTED BY

ADDITIONAL SUPPORT FROM

INDUSTRY NEWS

NITA MEETING KEY TOURISM STAKEHOLDERS JOINED TOGETHER TO HELP SHAPE FUTURE TOURISM DIRECTION. Antrim & Newtownabbey Borough Council hosted the Northern Ireland Tourism Alliance Strategy Workshop in the stunning setting of Antrim Castle Gardens, one of Northern Ireland’s leading visitor attractions. The Northern Ireland Tourism Alliance (NITA) was founded in January 2018 as a privatesector-led ‘voice’ of the Tourism Industry in Northern Ireland providing a new, united and single voice for the sector it represents. They are the first

(and only) organisation which represents the entire tourism industry. NITA’s role is to represent members and ensure the voice of the tourism economy is listened to, to shape the future growth of tourism and lobbying at all levels of government and beyond to raise awareness of and contributing to the solution of major strategic issues affecting the industry, which include everything from the UK’s exit from the European Union, the impact of APD, VAT, Skills

development and the ongoing uncertainty of the economic climate to the industry’s overall competitiveness. The Mayor of Antrim and Newtownabbey Cllr Billy Webb said, “I am pleased to welcome NITA to the award -winning Antrim Castle Gardens. It is great to see an organisation represent the Tourism industry which has suffered greatly over the past few years. I hope to see the Tourism in our Borough and the whole of Northern Ireland go from strength to strength.”

VISIT BELFAST UPS TARGETS TOURISM GROWTH TARGET TO £97M FOR 2022 AMID RISING CONFIDENCE IN RECOVERY Belfast’s tourism sector expects to see further growth this year, buoyed by a steady and sustained rise in consumer and business optimism from the city key tourism sectors – business events, city breaks and cruise, according to Visit Belfast. Launching its marketing plans to more than 150 industry partners and stakeholders at Titanic

Belfast – its largest gathering in over two years – Visit Belfast said its strategy going forward will be to drive Belfast’s tourism recovery, supporting partner businesses and converting visitor interest in the city to visits through focussed target marketing, sales and visitor servicing.

HOTEL INDUSTRY

PSSSSTTTT… I’M GOING TO LET YOU INTO A SECRET… My secret is… if you want to add revenue to your bottom line, you must embed a revenue culture from the top! So, what is ‘revenue culture?’ It is a phrase often used by Revenue Experts and Revenue Nerds (like me) but what do all of us mean? A revenue culture is simple… just start by understanding that Revenue Management affects every single department within your hotel; every single line of your P&L and every single guest that walks through your door. Once you understand that, the rest is simple. So, let’s think about it and break this down one department at a time: Revenue and: Sales – Ask yourself, why would sales quote for a group, or tour, corporate contract or even a conference without first checking if the rates they are quoting fit with your overall revenue strategy? Is that group actually good for business? Will they displace higherrated business? Have they the potential to spend in-house? What is their cost of acquisition or their risk of cancellation? Every single decision made within your property that impacts contracted rates should only be taken, if it has a positive impact on your bottom line and the only person who has the whole picture is the person in charge of revenue. Marketing – why would you spend £X amount on a digital marketing campaign to attract business in May if you are pacing ahead and your need dates are actually in June? Why would you run an email campaign for a two-night weekend break for the summer if your

Saturday nights are already over 75% occupied? Again, Revenue should be orchestrating where your Marketing teams should be spending their time and effort and of course Marketing also need to have a clear line of communication on the impact of every campaign they run. You can’t manage what you can’t measure… Operations – take for one moment the impact that either positive or negative reviews have on your ability to price. If you are getting negative reviews about poor water temperature or service in the restaurant; these all affect your Revenue Managers ability to price. These are only 3 departments but consider the impact on M&E, weddings, F&B, Housekeeping – I could go on but suffice to say, that every single department impacts the ability your Revenue Manager has on pricing which in turn impacts your bottom line.

ADRIENNE HANNA Right Revenue

4. So how do you start? 1. Start with open communication. Each team MUST understand what each other’s KPI’s are. You cannot have two departments pulling in different directions, so make sure each department understands your overall goal as well as their individual KPI’s so that they can work as a team. 2. Set-up a weekly Revenue Meeting where each department reports on their most important metrics. Take a few minutes to look out the back of the plane ie what has happened in the last week but concentrate on what is going to happen! That, after all is what you can influence.

Share figures. Every single person in your hotel needs to understand occupancy/ ADR/ RevPar and targets. Every single team member is responsible for the success, so share the accountability Measure everything. Don’t be afraid to try something new and if you are going to fail, then fail fast and start again.

My favourite quote is ‘Revenue Managers Rule the World’ and not only a nod to my favourite movie but actually very true… As soon as you understand that EVERYTHING in your hotel revolves around your ability to remain profitable and that the Revenue function is central to every decision, not only do you make more money, but you have a team communicating better and voila – a revenue culture!

BELFAST SPRING SURGE FORWARD BUSINESS LEADING TO A FEW HIGHS ACROSS THE SUMMER WITH THE CHALLENGE OF FILLING WEEKDAYS. As 2022 moves further into spring and the summer months draw nearer, many markets around the world are seeing pent-up travel demand bolstering their hotel occupancy on the books. A good example can be found in Belfast, where the growing desire to travel and a variety of big-name events are leading to a positive performance outlook for hotels in Northern Ireland’s capital.

Later in the month, on 28 May, it is the arrival of Queen + Adam Lambert on the SSE Arena stage that is causing demand to rise. Occupancy on the books for the night of the show is already sitting at 83%.

This latest update from STR’s Forward STAR shows the many ups Belfast hoteliers can expect in the next year.

During the next 365 days, Belfast shows promising performance trends across weekend periods. This can be observed by the peaks in bookings occurring primarily on Saturday nights, showing guest preference toward short, weekend stays. This trend is not just limited to the short-term, as a date like 17 September is already sitting at 45% occupancy on the books.

May is busy with music When examining Belfast’s forward occupancy, we see how two world-renowned performers, each appealing to very different audiences, are helping to attract a plethora of overnight guests to the city. On 12-13 May, the capital city acts as host to Ed Sheeran as he delivers his “+ – = ÷ x Tour” to what is expected to be a soldout Boucher Playing Fields. The English singer/songwriter’s impending arrival is causing future occupancy levels to reach 84% on his opening night in Belfast followed by 87% on 13 May. Also, likely to be contributing to these occupancy levels, is the arrival of Dutch maestro André Rieu and his Johann Strauss Orchestra, also performing on 13 May.

As we move closer to these events, occupancy levels should rise even further. Weekend highs

Despite the positive trends shown on Friday and Saturday nights, it remains a need for many hoteliers to increase the number of heads in beds throughout weekdays. This is a struggle for many regions as business travel continues to lag in recovery from the pandemic. Conclusion As we move into the months most popular for inbound travel to Europe, it is to be expected that hotel demand levels will increase. However, Belfast stands out from the crowd with significant peaks over the next three months.

This positive performance, which can be linked to weekend getaways and high-profile performers, looks likely to continue well into the rest of 2022. This news will be warmly welcomed by many hoteliers in the region. An element of STR Benchmarking, Forward STAR completes the picture and adds to a hotelier’s historical view the future trends in demand and shifts in bookings affecting their market. Learn more about forward star and register your interest at https://str.com/ landing/forward-star

TOURISM IRELAND

NORDIC PROMOTION TARGETING NORDIC TOURISTS FOR NORTHERN IRELAND.

TOURISM IRELAND LEADS SALES MISSION TO US ‘BEST OF IRELAND’ SALES BLITZ VISITS BOSTON, NEW YORK, WASHINGTON DC AND CHICAGO.

After two years of virtual events, Tourism Ireland is getting back to live, in-person sales missions to the United States once again. Tourism Ireland, together with a delegation of 14 tourism companies from across the island of Ireland and five American tour operators, is undertaking a sales blitz to the US – meeting, and doing business with, hundreds of travel agents in Boston, New York, Washington DC and Chicago. The schedule includes a B2B event in each city, with an interactive presentation showcasing Northern Ireland and the island of Ireland – giving the participating companies a platform to promote and sell their products and services to the key American decisionmakers in attendance. It also includes opportunities for networking with key travel and lifestyle journalists and

influencers. Alison Metcalfe, Tourism Ireland’s Head of North America, said: “Our ‘Best of Ireland’ sales mission provides an excellent platform to highlight the many things to see and do, and all that is new and exciting, on a vacation to the island of Ireland in 2022.” Before COVID-19, in 2019, we welcomed 1.7 million American visitors to the island of Ireland. This year, Tourism Ireland is rolling out its biggest ever programme of promotions in the United States, to restart overseas tourism to the island of Ireland. A similar ‘Best of Ireland’ event will take place on the west coast of the United States, visiting Los Angeles, San Francisco and Seattle.

Northern Ireland was promoted to more than 50 top tour operators and travel agents from Sweden, Denmark, Norway and Finland – at Tourism Ireland’s 2022 Nordic trade workshop, which took place recently in Copenhagen. Twenty-five tourism companies from Northern Ireland and the island of Ireland took part in the workshop, meeting and doing business with the Nordic travel professionals, to encourage them to extend their island of Ireland offering, or to include it for the first time, in their brochures and programmes. The key message was that Northern Ireland and the island of Ireland is open for business again and we cannot wait to welcome back Nordic visitors. Emer Mac Diarmada, Tourism Ireland’s Manager for the Nordic Region, said: “We’re really pleased that so many key Nordic travel professionals took the time to come and meet with our partners from across the island of Ireland in Copenhagen. Our aim is to increase awareness of the island of Ireland among these influential Nordic travel professionals and to help our tourism partners secure a greater share of their business.” Tourism Ireland is rolling out its Green Button campaign in the Nordics right now – urging Nordic travellers to ‘press the Green Button’ and book their trip to the island of Ireland this year.

SCREEN TOURISM

A STAR IS BORN SCREEN TOURISM NOW BIG BUSINESS FOR NORTHERN IRELAND. Northern Ireland moves from location to starring role in the recently released Kenneth Branagh film, Belfast. Described by the director as a love story to the city and inspired by the story of his family’s move away from Northern Ireland to Redding. The open credits see the clever use of Technicolor, with footage of Belfast today featuring the iconic Titanic Belfast, exposure that money simply couldn’t buy and a real showstopping start. The main part of the film is shot in sepia inspired black and white footage, a clever comparison of the city’s transformation from bleak to buzzing! Northern Ireland is no stranger to the film industry usually playing a supporting role or a fictional location. Several high-profile TV and cinema projects use it as a backdrop. Westeros, from Game of Thrones, has become internationally known acting as a catalyst for tourism and with the new Linen Mill Studios is set to become an even bigger attraction. Line of Duty, shot locally with Northern Ireland native Adrian Dunbar in a starring role, has brought our local vernacular to the world stage with DSI Ted Hastings “sucking diesel”. The banter adds to the series appeal and stokes interest for visitors who are tempted to see what ‘floating down the Lagan on a Bubble” is really all about. The series creator, Jed Mecurio has been a pioneer for screen

production also shooting the hit series The Fall and Badlands locally. The third (and final series) of Derry Girls has just been launched to global acclaim. Derry native, Lisa Magee’s portrayal of the city through the eyes of five teenagers with their witty repartee and poignant storylines has resonated with audiences worldwide. The wall mural of the cast is now an attraction in itself but this is a part of a much bigger story. The development of the screen and film support industries has been a great economic driver with screen tourism now a real plus for Northern Ireland. Tourism Ireland has worked well with HBO and other partners to develop this sector and Derry Girls is now part of their current promotional plan. The sponsorship involves Tourism Ireland ‘idents’ (short video snippets) running immediately before, during and after each episode. The short videos are highlighting various locations including the historic walled city of Derry, Mussenden Temple and the Giant’s Causeway. Tourism Ireland wanted to find an authentic way to connect with viewers, so the short videos have been created with the show’s humour very much in mind and have adopted the style of a school project, filmed using a 1990’s camcorder and voiced by two ‘classmates’ of the main Derry Girls characters.

Julie Wakley, Tourism Ireland’s Head of Great Britain, said: “Tourism Ireland is delighted to work with Channel 4 and the Derry Girls’ producers to sponsor the highly anticipated final six-part series. With a huge audience of TV viewers across GB watching each episode, it’s a superb opportunity for us to shine a spotlight on our historic sites and spectacular scenery. Derry Girls has really resonated with people everywhere and our short videos will encourage viewers in GB to come and discover Derry-Londonderry, the Causeway Coast and the North-West for themselves. “Our aim is to remind potential holidaymakers that the island of Ireland offers the warmest of welcomes and great fun, as well as wonderful scenery and heritage. Our message is that we are open for business again and cannot wait to welcome back visitors from Great Britain. We’re telling them that a warm welcome awaits when they travel here, despite the disruption of the last couple of years.” A great way to showcase the city as well as the surrounding area and an innovative way to attract visitors.

Survive, revive,

Thrive

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Support and advice The TED programme comprises of a range of workshops and webinars, supported by toolkits, instructional videos, best top tips, tools, tactics and action plans to ensure the future development of your business. Expert mentors are at hand to guide and give meaningful advice at the right time for you at whatever stage your business is at. Tourism NI can also update you on the latest research to enable you to make key business decisions.

Forthcoming events Northern Ireland Tourism Conference - An Innovative and Sustainable Future: Friday 13th May, ICC Belfast To find out more about this and other events, please visit tourismni.com, events & webinars.

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TITANIC BELFAST

TEN YEARS OF A TITANIC IMPACT TITANIC BELFAST CELEBRATES 10 YEARS WITH MULTI-MILLION GALLERY REFRESH A new report has revealed that Titanic Belfast has generated an estimated £430 million in direct spend for the Northern Ireland economy since it opened its doors 10 years ago.

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IMPACT

ADDITIONAL AVERAGE ANNUAL IMPACT ___ YEARS 1–3

YEARS 4–5

YEARS 6–7

YEARS 8–10*

MILLION

£43 £46 £66 £26 *Affected by closure and lack of out-of-state visitors due to COVID-19 pandemic

SCOTLAND

O RE F PU IR B EL LI A C N D

C A C NA AU HIN DA ST R A GER ALIA MA NY FRANCE

ENGLAN

£60 MILLION

TITANIC

350 240

Employed pre-covid

direct visitor spend into Northern Ireland economy

Inspiring of wider heritage preservation across Titanic Quarter

“82% of visitors come from outside of Northern Ireland demonstrating the important driver this iconic building plays for inbound tourism. Titanic Belfast has not only driven leisure tourism but has been fundamental in reinvigorating Belfast’s event industry as one of the city’s signature venues having hosted over 3,000 business and leisure events. We are firmly committed to preserving the authenticity of Belfast’s maritime and industrial heritage and in playing a pivotal role in the regrowth of local tourism post-pandemic, particularly as international travel resumes.”

VISITOR BY ORIGIN IN ___FIRST 10 YEARS F TO RESORLD W

£430

MILLION

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“Since opening on Saturday 31st March 2012, Titanic Belfast has gone from strength to strength and played a key role in the resurgence of tourism,

An additional

annum

sales missions anic Belfast ern Ireland

Judith Owens MBE, Chief Executive of Titanic Belfast said: “As part of the 10th birthday celebrations, we are delighted to announce a multi-million pound gallery refreshment programme which will deliver a world-class spectacle by combining innovative technology with the authentic Titanic story to deliver an enriched, emotive and immersive visitor experience which will sustain Titanic Belfast as a must see global attraction for years to come.

TITANIC BELFAST ECONOMIC IMPACT ___

ille en Meeting

not only for Belfast and Northern Ireland, but for the island of Ireland as a whole. In the last 10 years, we have firmly established ourselves on the local, national and international stage, winning a host of prestigious accolades including being named as the World’s Leading Tourist Attraction.

Following an international tender competition, Titanic Belfast has appointed OPERA Amsterdam and Studio Louter to design and deliver the significant project.

And to mark its milestone birthday, the world-leading visitor attraction, which to date has welcomed almost 6.5 million visitors from over 145 countries, has embarked on its most ambitious project, and largest single investment to date, a multi-million pound gallery refreshment programme. The investment will come from the Titanic Belfast Gallery Refreshment Fund, established when the building opened as part of the commercial operator agreement and held

that Titanic orks with e business

s would nd Titanic friends or

by the charity owner, Maritime Belfast Trust.

The report, carried out by Deloitte Northern Ireland, also revealed that in its eight to tenth years of operation, the combined economic impact of Titanic Belfast has been £79 million, highlighting the vital role the iconic building continues to play a decade on.

NO IR RTH EL E AN RN D

6.43 82% MILLION total visitors

of total visitors from outside NI

now employed and growing…

A ROBUST SUSTAINABILITY AGENDA

EFQM Ireland Excellence Award for organisational excellence

of total visitors from outside NI

Iconic backdrop for destination events

250K+

people on the slipways

Suppliers that Titanic Belfast works with across the business

– – – –

Working with 4 partner schools per annum Annual Community Day Annual Takeover Day with Orchardville Heading for Green Tourism and Green Meeting Certification – Sustainability Charter – Making tourism accessible to all, including over 215k education visitors

WELCOMED ALMOST 6.5 MILLION VISITORS TO TITANIC BELFAST AND SS NOMADIC

82%

1223

95%

of visitors would recommend Titanic Belfast to friends or family

1 IN 5

200+

OVER 1 MILLION

3000+

came to Ireland to visit Titanic Belfast

visitors onboard SS Nomadic since 2015

overseas sales missions selling Titanic Belfast and Northern Ireland

conference and banqueting events

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ECONOMICS

Webb Wonders

Musings from the Federation’s Economic Advisor

TEAM TRANSITORY ADMITS DEFEAT ANDREW WEBB ON THE HEADWINDS OF PRICES, DEMAND AND SUPPLY THAT LOOK TO BE WITH US FOR A WHILE. I think I’m on my 5th ‘once in a career’ economic shock, going back to the dotcom bust through to the pandemic, and now the inflationary shock we are currently experiencing which is set to deliver the biggest decline in living standards since the 1950s. As the economy emerged from pandemic restrictions last autumn, the release of pent-up demand, coupled with supply chain challenges, created a spike in inflation that most of us thought would be ebbing away by this summer – a transitory bout of inflation. Russia’s invasion of Ukraine, while first and foremost a humanitarian disaster, has brought another economic shock which means the inflation story moves from transitory to being summed up as ‘higher for longer’. While Russia’s invasion of Ukraine is not the sole driver of the current inflation crisis, it is imposing additional challenges in three key areas: • Increased commodity prices: The war has caused a sharp and sudden increase in the prices of commodities, particularly oil, gas and wheat. High commodity prices are expected to remain for an extended period of time.

•

Increased commodity prices lead to higher input costs for businesses, negatively impacting EBIDTA margins. Increased operating costs are likely going to have to be passed onto consumers in the form of higher prices, further fuelling inflation. Squeezed Consumer: Consumer sentiment has fallen dramatically as geopolitical tensions fuel uncertainty. Various measures are tracking consumer sentiment back at levels last seen at the start of the pandemic. KBC Bank’s consumer sentiment for Ireland (and there’s no reason to think this isn’t as applicable in the north) shows that consumer sentiment in April fell to 58, down from 77 in February and from 82 in January. A more concerning development on consumer sentiment was a marked pull-back in consumer spending plans. The purchasing climate is now the weakest since the Covidclosedown related results for April and May 2020. Significantly, this may hint at a marked pull-back in consumer spending that is both forced and fear-driven. So, a changing environment is prompting a clear adjustment in the outlook for

•

consumer spending, which raises concerns for ‘big ticket’ items such as cars, and even raises concerns about discretionary spending such as leisure. Supply chain disruptions: Russia and Ukraine supply raw materials essential to the global supply chain. The war has created supply constraints for raw materials produced by Russia and Ukraine, which exacerbates already rising commodity prices. The conflict also causes logistical disruptions to the shipping and transportation of goods and materials. Coupled with higher fuel prices, the global supply chain is under significant pressure.

The hotel sector is obviously a heavy user of heat and electricity, as well as food and beverages. Coupled with an increasingly jittery consumer, there would appear to be little room to pass on costs to consumers. Yet another difficult period could lie ahead, unless something changes quickly that eases the inflationary burden we all face.

TOURISM

BORDER CROSSINGS ELECTRONIC TRAVEL AUTHORISATION (ETA) AND THE IMPLICATIONS FOR TOURISM. Earlier this year we finally saw the removal of the remaining Covid-19 travel restrictions which has resulted in the restart of international travel, a critical component to the recovery and growth of tourism in Northern Ireland. It is therefore very concerning that the UK Government is in the process of passing the Nationality and Borders Act 2022, part of which introduces the requirement for an Electronic Travel Authorisation (ETA) for non-visa nationals to enter the UK from 2025. If this is passed, it would mean that nonBritish/Irish nationals will require an ETA to travel from Republic of Ireland to Northern Ireland. Northern Ireland is promoted internationally by Tourism Ireland, as part of the Island of Ireland proposition. The majority of overseas visitors to Northern Ireland arrive via Dublin and spend time both sides of the border. Very few visitors make a distinction between the two countries and seamless travel between the Republic of Ireland and Northern Ireland is an expectation. Introducing an ETA requirement to cross the border is of huge significance to our industry, yet the tourism industry in Northern Ireland have not been consulted at any stage, despite being key stakeholders. Our concerns are echoed by Tourism Northern Ireland, Tourism Ireland and the Irish government. Tourism Ireland research has continually confirmed that hassle and expense are key deterrents for travellers when choosing their holiday destination, therefore consumer perception on ease of travel is paramount. If the ETA becomes a legal requirement, having to apply online

for pre-travel clearance in order to cross the border would add an unnecessary layer of bureaucracy, cost and complexity for non-visa nationals, including those from USA and the EU. We saw the impact of a difference in travel regulations across the Island during Covid-19. Additional testing and completion of UK Passenger Locator Form for overseas visitors coming to Northern Ireland resulted in significant cancellation of business by tour operators and those travelling independently. While the Home Office have confirmed that there will be no immigration checks at the land border, tourists will still be required to obtain an ETA when it is introduced. So how will tourists know about the requirement? Entry requirements for any country are generally given when travel is booked into the port of entry, for example when booking flights. Tourists arriving in to the RoI will not be given information about Northern Ireland and so many, especially independent travellers, may be unaware of the requirements and find themselves inadvertently having broken the law. The UK Government are saying that tour operators, rental car hire companies and even taxi drivers will have a responsibility to inform visitors before they travel north and they could end up being fined if visitors are caught without an ETA. How many will decide that it is easier to cancel their plans to spend time in Northern Ireland? Another anomaly is the 9% of residents in RoI, who are not Irish or British citizens, and will therefore require an ETA to cross the border. This could also

JOANNE STUART Northern Ireland Tourism Alliance

impact on coach drivers, tour guides and taxi operators who will be required to cross the border as part of their work. NITA provided this evidence to the NI Affairs Committee at Westminster and are continuing to engage with politicians in Westminster, Dublin and Stormont to make the case for an exemption to the requirement for tourists crossing the border to require an ETA. The feedback from industry is that the additional cost together with the administrative burden would be extremely off-putting for tourists. Our calculations say that this could result in a loss of upwards of £160 million per year, an estimated 15% of the total tourism spend in 2019. For an industry building back after losing twelve months trading due to the pandemic, we are calling on the UK Government to take on board our concerns and find a solution that fits the unique position of Northern Ireland.

WEDDINGS

HOTELS HAPPY TO SAY ‘I DO’ NIHF COMMISSIONED A REPORT ON THE WEDDING MARKET. HERE ARE THE INITIAL FINDINGS. Weddings and Civil Partnerships are back with a bang and after two difficult years it is set to be a record year for marriages and civil partnerships throughout the UK with reports of over two million events planned for this year. In Northern Ireland (which represents 2% of the overall UK), the market fared better than in other regions as the numbers allowed to attend when weddings were permitted was calculated on a risk assessment based on room size. This allows for larger numbers to attend and saw 2021 activity almost restored to 2019 levels. Hotels and other venues may have lost out on some business as a major trend that emerged was for couples to go ahead but marrying at home with a smaller reception and a lower key event. However, many couples did postpone their big day in 2020 with only 3,351 weddings taking place in this year. This was due in the main to closure and added to by uncertainty about further restrictions, the desire to have a full-scale party with their maximum number and of course, dancing which was banned for considerable parts of 2020 and 2021. Numbers in 2021 were pretty much back on target with 7,921 weddings taking place, only 31 less than in 2019 and an increase of 112.7% on 2020. The industry is still paying catch up and it is estimated

that weddings will be around the 9,000 mark in 2022 with a similar figure predicted for 2023. The average cost of a wedding in Northern Ireland was £16,324 in 2021. When you add on the cost of rings and honeymoons this rises to over £20,000 making the sector worth around £200m to the local economy.

•

Trends to note for hotels are: •

•

• •

•

Decline in services in religious settings gives hotels with rooms for a service an option. The legislation to permit same sex unions has increased those seeking to stage events. Budget conscious couples will consider weekdays if they offer better value than weekends. Weddings may no longer just be a one-day event with couples looking for a preevent options and a after event which differs from their wedding day. Couples value service and expect a dedicated “wedding Planner”. The show round is the thing that seals the deal with some couples only seeing one site having made many enquires. Packages, while giving cost transparency, may need to be more tailored with couples looking for a pick

•

and mix option offering value choice and something different. Terms, conditions, and contracts need to be very clear with couples looking for some security after the pandemic. In additional to the home option there are in the region of 100 other venue options everything from gaols, castles and restaurants are licenced to hold weddings with many offering a fullservice option with service, reception and ancillary items included. Hotels and venues in the south are also in this market and a strong sterling rate may see their popularity rise. Sustainability is starting to play a role in plans for weddings with people using recycled, recyclable and digital solutions. Couples are back to 2019 levels of spend with many spending considerably more but going for a different format.

Data Source: NISRA. BrideBook, NIHF If you would like additional information, the NIHF will be publishing a report on this topic which will be available to members with additional facts and data.

LEGAL UPDATE

CLAIM CULTURE

PRACTICAL STEPS TO HELP REDUCE CLAIMS IN HOTELS. With a wide range of facilities and services offered by hotels, this can increase the risk of accidents – whether it be falls by the pool, slips on a wet floor or faulty equipment in the hotel gym. Such accidents can often lead to the injured guest bringing a claim for personal injuries, loss and damage. However, there are steps which hotel owners, management and staff can take to reduce the risk of a claim being successful or limiting the amount which a guest may ultimately recover. Aoife Duffy, an Associate in Belfast based law firm, McKees, specialises in helping clients avoid disputes and resolving disputes when they do arise, and Niamh Dunford, a Trainee in the firm, have detailed some of these steps. Obligations on Hotel Owners Hotel owners must ensure that their employees and any visitors to the hotel premises, including guests and members of the public, are kept safe from harm. Reasonable precautions must be taken to ensure that the premises are safe. It is essential to make sure that there is adequate insurance cover in place and that cover is reviewed on a regular basis to ensure there is the appropriate indemnity. If a claim does arise, then it is important that an early and detailed report of the claim is made to the hotel’s insurance company or broker to ensure policy cover is not denied for late notification of the claim. Early and thorough investigation of the claim should be carried out and

key evidence, such as damaged/defective equipment retained, photographs taken and CCTV footage saved. Keep Records

Third party suppliers and independent contractors

Hotel owners owe lawful visitors to their premises “a duty to take such care as in all It is essential for hotel owners and the circumstances of the case is reasonable management to keep clear, detailed and to see that the visitor will be reasonably up to date records to assist the defence of safe in using the premises for the purposes any claims brought against the hotel. for which he is invited or permitted by the occupier to be there”. This may sound obvious, yet it could However, if an accident happens on be critical to the successful defence of the hotel premises, for example, due to a claim, if the hotel can show it has a a defect in the flooring or a wet floor, “reasonable system of inspection and then it may be possible to shift liability maintenance” in place. For example, for the accident to a third party, such if a client slips in the hotel leisure as a subcontractor, if they had carried changing rooms but the hotel can show out works in the area. In order to shift through documentation that they have this burden of liability, the hotel owner/ a reasonable system for inspecting the occupier will need to be able to show they floor, then they may not be liable to pay employed a competent subcontractor out for the claim. to carry out that the particular piece of work which has allegedly caused the This is not an exhaustive list, however, accident. key records which should be kept include: “It is in the best interests for hoteliers to • Health & Safety Policy – confirming take steps to mitigate the risk of accidents compliance with various Health & occurring on their premises as ultimately Safety Regulations it will keep down the cost of insurance • Risk assessments premiums whilst also maintaining the • Training records of staff (regular reputation of the hotel. At McKees, we staff training on how to deal with help our clients to mitigate risks and incidents and health and safety is take the best course of action to resolve highly advisable) disputes when they do occur,” Aoife • Inspection and servicing/ concluded. maintenance records of equipment and facilities For further information on the legal • Photographs of the accident scene services offered by McKees go to www. • Copies of any hazard warning mckees-law.com or call 028 9023 2303. notices • Accident book, including entries for any similar incidents • Any CCTV footage relating to an incident

To Revenue & Beyond Costs rising? staffing challenges growing? A tailored event looking at strategies To help your business. clandeboye lodge hotel

17th may 2022