Issue 52 ⁄ second quarter 2019 ⁄ The home of hospitality management
WHO IS YOUR HERO? OUR NEWEST GENERATION OF UP-AND-COMING TALENT NAME THE INSPIRATIONAL FIGURES WHO HAVE SHAPED THEIR CAREERS
NEW FELLOWS Z HOTELS DISABILITY CONFIDENT GENDER GAP Our senior leaders are Bev King FIH on Z’s The benefits of employing Helping female leaders getting younger remarkable rise the disabled rise to the very top
instituteWELCOME NEWS
Nominate and celebrate
The highlight of the Institute’s events calendar will take place on Monday 10 June. Our Annual General Meeting, Annual Dinner and Awards are held at the Waldorf Hilton in London’s Aldwych. Our Awards celebrate the very best in people development. It has never been more important for us to Editor, Ben Walker MIH celebrate and reward those organisations who are succeeding [email protected] in the face of political uncertainty and skills shortages.
There are four award categories. Please go to our website and make your awards nominations. Entries are open until 13 May.
Your latest issue of HQ Magazine is absolutely brimming with positive examples of professional development and excellence in the workplace. On page 30 Bev King FIH charts the fascinating rise of Z Hotels and explains how all its employees are steeped in the strongest customer service ethic. On page 26 we hear about the positive progress that our industry is making in correcting the gender imbalance, resulting in more women in senior management roles; there is still work to do but we are on the right track! On page 28 find out about the individuals with learning difficulties and other disabilities who are turning their lives around and finding a warm and receptive home in hospitality. On page 22 some of our youngest members reveal the inspirational figures that have helped to spark their passion and drive their professionalism.
Please book your places to celebrate the very best that our great industry has to offer and don’t forget to make your awards nominations.
As Rachael Stevens MIH says in our cover story: “I find it fascinating that you can go to an event and find such a great environment in a room full of hoteliers and ultimately competitors all under the same roof. The amount of people in hospitality who are willing to help and mentor individuals is a real credit to the entire industry philosophy of ‘people being at the heart of what we do.’” Editor, Ben Walker MIH With thanks to the Institute of Hospitality’s Company Patrons, Business Partners and Academic Partners
www.instituteofhospitality.org 03 CONTENTS
Inside this issue...
- 06 - - 08 - INSTITUTE OF HOSPITALITY 14 Palmerston Road, Sutton, Surrey SM1 4QL NEWS Young Guns 2019 T: +44 (0)20 8661 4900 W: www.instituteofhospitality.org Entries open for our Meet our newest EDITOR Annual Awards rising stars BEN WALKER MIH: T: +44 (0)776 532 0690 E: [email protected] CONTRIBUTORS Yukari Iguchi FIH, Peter Russell MIH, Adam Rowledge FIH, Deborah Heather, Jill Whittaker FIH, David Harris, Valentine Calinaud, Caroline Benjamin MIH, Genevra Champion, Tom Price, Christopher John Dale FIH EDITORIAL BOARD MELVIN GOLD FIH (chair), principal consultant, Melvin Gold Consulting; JONATHAN LANGSTON FIH, chairman, Hotstats; THOMAS KILROY FIH; CHRIS WARDLE FIH, consultant, Expense Reductions Analyst and chairman of the Institute’s West of England Branch; BILL BROGAN FIH, catering and conference manager, St - 10 - - 12 - John’s College, Cambridge; DAVID GUILE FIH, executive leadership coach; PAULA ROGERS FIH, managing director, Admiral Recruitment; TRACEY FAIRCLOUGH MIH, managing director, TAF Catering; MARIA Roux Scholarship Soft & hard skills GEBBELS MIH, senior lecturer in hospitality management, University Spencer Metzger wins Make the most of both of Greenwich; KAREN FEWELL, director, Digital Blonde; ADAM ROWLEDGE FIH, general manager, Georgian House Hotel on your CV Published on behalf of the Institute of Hospitality by
H2O PUBLISHING, Joynes House, New Road, Gravesend, DA11 0AJ T: 0345 500 6008 W: www.h2opublishing.co.uk ADVERTISING TEAM DON PHARES: Project Manager T: +44 (0)1474 520 270 E: [email protected] - 13 - - 14 - DESIGN STUDIO MARC AYRES: Studio Manager NEPOR NGOBEH: Production Manager Yukari Iguchi FIH Peter Russell MIH STINE ARNULF: Design Japan’s supply of talented chefs How and when to adopt AI © 2019 Institute of Hospitality All rights reserved. Hospitality magazine is published by the Institute of Hospitality. Reproduction or transmission in part or whole of any item within this magazine is not permitted until prior written agreement has been granted by the Editor. While every effort has been made to ensure the accuracy of the information in this publication, the publisher accepts no responsibility for errors or omissions. The products and services advertised are those of individual suppliers and are not necessarily endorsed by or connected with the Institute of Hospitality. The editorial opinions expressed in this publication are those of individual authors and are not necessarily those of the Institute of Hospitality.
- 15 - - 16 -
The paper used within this publication has been sourced from Chain-of-Custody certified manufacturers, operating within Adam Rowledge FIH Deborah Heather MIH international environmental standards, to ensure sustainable sourcing of the raw materials, sustainable production and to Feedback from employees Security should be a priority minimise our carbon footprint.
04 www.instituteofhospitality.org instituteCONTENTS NEWS Issue 52 ⁄ Second quarter 2019
- 18 - - 22 - Passion4Hospitality 2019 Who is your hero? Our biggest student & industry Sources of inspiration for our event ever rising talent
- 26 - - 28 - - 30 - Female advancement Disability confident Z Hotels Helping women into the highest Employing staff with disabilities Bev King FIH on building Z Hotels positions
- 34 - - 38 - - 42 - New Fellows Allergen Mock Trial EPOS apps and payment Our newest and most senior members Lessons from role-playing event Use your smartphone as an EPOS
- 45 - - 46 - - 49 - High-end tea BBQs and grills Postcard from Australia Matching Michelin cuisine with tea, Whatever space you have, indoors Christopher John Dale FIH not wine or outside
www.instituteofhospitality.org 05 INSTITUTE NEWS INSTITUTE NEWS
AGM, ANNUAL DINNER & AWARDS 2019 MORE FIRMS TAKE COMPANY SPONSORED MEMBERSHIP 10 June 2019 Hilton Bartlett Mitchell, The Doyle Collection, Park Plaza Hotels, Waitrose and Waldorf, Aldwych, Cycas Hospitality are the latest businesses to take Company Sponsored London, WC2B 4DD Membership (CSM). The Institute’s head of professional development Alistair Sandall FIH says: Join us for the AGM, “We are delighted to welcome an ever-growing number of forward-thinking Annual Dinner and companies into our membership community. At a time when attracting and Awards 2019. Our keeping good staff is essential, we are proud to help a diverse range of businesses AGM starts at 5pm achieve their goals.” followed by a drinks reception and delicious three-course dinner with coffee CSM allows businesses to purchase membership for a group of their and wines to complement the menu. During the evening we will reveal the employees. More than 50 companies are now on board and seeing the benefits winners of our awards and the Hospitality Assured awards. of investing in the professional development of their staff. 5pm-6pm AGM Cycas Hospitality is a hotel management company with a head office in 6pm-7pm drinks reception Amsterdam that manages branded hotels throughout the UK and Europe, 7pm-10.30pm dinner and awards ceremony working with IHG, Hyatt, Starwood and Patron Capital Partners. High-profile Tickets are priced at: retailer Waitrose operates various cafes, restaurants and cookery schools. £99 Members / £115 Non-Members Tables of ten* To find out how your company can join us, contact Alistair Sandall FIH £990 Members / £1150 Non-Members Email: [email protected] or call +44 (0)20 8661 4925 *only applicable if invoice is paid in full in one installment Find out more about our exciting new partnership with Waitrose. See page 11 Dress code: Business attire
Entries for our Annual Awards are open until 13 May. The Awards celebrate the very best in people development and reward those organisations that are using creative methods to attract and retain enthusiastic teams. The Award Categories are: • Graduate Scheme of the Year • Student Placement Scheme of the Year • Talent Development Team of the Year • Outstanding Contribution to the Industry Entries are open to any professional (Institute members or non-members) employed in a hospitality establishment in the UK or overseas. Make your nominations online: https://www.instituteofhospitality.org/event/annual-dinner-2019/
OUR BRAND AMBASSADOR NETWORK GROWS
The Institute’s network of Brand Ambassadors is increasing across the The Institute engages with businesses through its Business world. The Institute is looking for more Brand Ambassadors. We want to Partner and Company Sponsored Membership schemes. We engage hear from members across the regions, nationally and internationally, with universities and colleges via our Education Membership who can undertake some work to promote the Institute and receive a Scheme and accreditation service, and with training providers via commission for facilitating business introductions. our endorsement service. • Clemens Zuch MIH covers Germany Whilst it should be a standard that all members encourage both [email protected] businesses and individuals to join the Institute at all times, we • Carmen Vlasceanu FIH covers Romania understand and accept that this is not always possible given the [email protected] many commitments that busy professionals have. • May Stark MIH covers Scotland’s Central belt, the Borders and The role of Brand Ambassador suits members who are self- the Highlands employed, semi-retired but still with a good network, or young [email protected] members who can go into colleges and universities. • Neil Shorthouse FIH covers South East Asia and the cruise industry Once an introduction is made, the Institute takes over with no [email protected] further action required by the Ambassador. When the business • Raj Prasad MIH covers Greater Glasgow, Ayrshire, Dumfries & introduction is successfully formalised, commission is then paid to Galloway and Argyll the Ambassador. [email protected] • Trevor Ward FIH covers Africa To learn more about becoming a Brand Ambassador, [email protected] contact Alistair Sandall FIH • Gregory Meadows MIH covers Thailand Email: [email protected] [email protected] Tel: +44 (0)20 8661 4925
06 www.instituteofhospitality.org INSTITUTE NEWS INSTITUTEinstitute NEWS NEWS
NEWLY REFORMED MIDLANDS AND YOUR INSTITUTE WEBINARS SCOTLAND BRANCHES Register for your free one-hour interactive The inaugural meetings of the newly reformed Midlands and Scotland Branches were sessions delivered by hospitality experts held this March. and gain practical knowledge you can Chair of the new Scotland Branch, and general manager of Gleneagles, Conor O’Leary immediately apply within your role. MIH, says: “It’s an honour to take up this role and an exciting time to reconnect with Wherever you are in the world, our industry across the country. Having worked in this dynamic sector for over 20 years, webinars are accessible via a computer I know how important it is to have the opportunity to build relationships with, and or hand-held device. continually learn from, other professionals.” “I look forward to seeing our newly-reformed Scotland Branch helping to unite, engage, 7 May 3pm UK time inspire and attract new industry professionals – fostering excellence within our industry, Food waste: target measure act supporting us all to reach our full potential, and strengthening Scotland’s position on the WRAP’s Eleanor Morris and Pete Rayner with global hospitality stage.” the latest on food waste reduction Members of the new Scotland Branch committee are: • Chair Conor O’Leary MIH [email protected] 21 May 3pm UK time • Secretary May Stark MIH [email protected] Speciality drinks to try this summer • Treasurer Brian Humphries MIH [email protected] Tchibo Coffee Service showcase their Espresso • Vice chair Gordon MacIntosh Warehouse range. • Membership officer Douglas Campbell MIH • Member Janette Scott 4 June 3pm UK time • Member Colin McGrath FIH Tackling cyber threats The first Annual General Meeting of the new Scotland Branch is on Tuesday 21 May Alan Calder of IT Governance delivers cyber 2019 at The Bonham Hotel, 35 Drumsheugh Gardens, Edinburgh EH3 7RN. security advice. Timings of the event: • 4pm to 5pm – AGM 18 June 3pm UK time • 5pm to 6pm – speaker / presentations / talk / TBC How my hotel does 96% of its bookings direct • 6pm to 7 pm – networking Adam Hamandache MIH of Direct Hotel • 7pm to 8pm – Branch committee meeting Marketing shares his secrets. Sam Goss FIH, chairman of the Midlands Branch and general manager of Moor Hall Hotel & Spa, Sutton Coldfield, says “There is great potential for us to develop engagement 3 September 3pm UK time and education initiatives for our existing members in the Midlands as well as attracting Workplace capability procedures more hospitality professionals in the area into membership.” Jonathan Gray of BDB Pitmans provides a legal The first event organised by the new Midlands Branch is on 13 June at Moor Hall Hotel. update on managing sickness and disabilities The event will include keynote speeches from a Michelin-starred chef and a prominent in the workplace. industry leader on the subject of recruitment and retention. Sponsorship opportunities are available for the event. A second event, planned for October, will focus on building and 26 November 3pm UK time strengthening partnerships between colleges, universities and industry. The green side of housekeeping Members of the new Midlands Branch committee are: Michael Patterson of IEHA on why sustainability is • Sam Goss FIH, chairman [email protected] the right thing to do. • Tim Penter FIH, treasurer [email protected] • Steve Locklin MIH, secretary [email protected] Book now: https://www.instituteofhospitality. • Sarah Brickwood MIH, branch membership org/events/category/webinar/ • Craig Routledge MIH, vice-chairman • Bim Jinadasa MIH, member
PROFESSIONAL DEVELOPMENT WORKSHOPS
Monica Or FIH, founder of Star Quality Boosting sales and productivity Hospitality, is hosting our workshops in 5 June 2019 1.00pm-4.30pm, Jurys Inn Plymouth Plymouth this June. Monica is a successful consultant and author who has worked for Why attend? The Ritz, Radisson Edwardian Hotels and • Learn new skills in a collective, supportive group and Hilton Group. have your queries answered and discussed • Step outside your everyday environment and reflect on Successful business planning: How does your your role business measure up? • Get the opportunity to meet like-minded professionals 4 June 2019 9.00am-4.30pm; Jurys Inn Plymouth and expand your professional and personal network
Adding value to your restaurant Book now: 5 June 2019 9.00am-12.30pm, Jurys Inn Plymouth https://www.instituteofhospitality.org/events/
www.instituteofhospitality.org 07 INSTITUTE NEWS / Young GUns Students of the Year 2019 INSTITUTE NEWS / 2019 uk restaurant manager of the year
CHME YOUNG GUNS 2019 HOSPITALITY STUDENTS OF THE YEAR AWARD
Mariana Sacadura-Botte AIH from Oxford Brookes University and Sophie Chapman AIH from Robert Gordon University in Aberdeen have been named the CHME Young Guns 2019 Hospitality Students of the Year.
MI, chief executive, RAF Club; Tim West FIH, chairman, Lexington Catering; he winners receive a year’s membership of the Liz Hartstone FIH, Hartstone Executive Search; and Liz Cave, director, Your Institute of Hospitality and an invitation to the Catey Invisible Partner. awards dinner in July 2019. The Young Guns competition is administered by the Council For Hospitality The finalists were invited to a networking lunch at the RAF Club Management Education (CHME). Isabell R Hodgson FIH said: “Thank you to in London where they met industry executives and were judged everyone who supported this competition which proves to be much appreciated Tbased on criteria such as career aspirations and leadership potential. and thoroughly enjoyed by the students.” Mariana commented: “The whole experience at the jaw-dropping RAF Club Young Guns choose their heroes. Turn to page 22 was unforgettable. Times does fly when you are having fun. The afternoon went by so quick and in meeting such incredible and varied industry figures, other talented students from a wide range of universities and enjoying a delicious four course meal, I forgot we were there ‘competing’ in the first place. Before the winners were even announced, I was so fulfilled with the experience as it was. Then, being chosen was just the cherry on top.” Sophie said: “There is no doubt the written, spoken and interview aspects of the application process have improved my communication skills and confidence. It was an honour to be in the final, held at the very impressive RAF Club in Piccadilly. The competition was fierce with five other fellow impressive and dedicated student finalists… winning was a feeling I will hold onto for a long time. Thank you to the CHME for an enlightening and fun experience where life-long memories were created.” The finalists came from all corners of the UK (pictured left to right) Niall Beatty from Ulster University; Viktoria Radauska from Bournemouth University; Sophie from Robert Gordon University; Miriana from Oxford Brookes; and Oliver Dickinson from Leeds Beckett. Virginia Attina from Oxford Brookes (not pictured) was also a finalist but was unable to attend on the day. Peter Ducker FIH, chief executive, Institute of Hospitality, said: “It is very important for us as an industry to recognise young talent and provide encouragement and support right from the start. The competition is a great way for final-year students to demonstrate their passion and drive. All of the finalists have exciting and fulfilling futures ahead of them.” THE AWARDS TOOK PLACE AT THE RAF CLUB IN CENTRAL LONDON In addition to Peter, the judges of the competition were Miles Pooley FIH
08 www.instituteofhospitality.org INSTITUTE NEWS / ACCREDITATION & ENDORSEMENT INSTITUTE NEWS / ACCREDITATION & instituteENDORSEMENT NEWS
ACCREDITATION NEWS ENDORSEMENT NEWS NEW ENDORSEMENTS NEW ACCREDITATION ELK ONLINE, UK “Endorsement from the Institute of Hospitality gives our customers confidence that RMIT University, Vietnam they are getting a high quality, industry standard training package.” “We are thrilled to have received Sebastian Savage, Senior Designer and Account Manager accreditation from the Institute of Hospitality. This recognition gives students, HARBOUR HOTELS, UK prospective students and parents the assurance that “We’re delighted to have our Food and Beverage training the RMIT Tourism and Hospitality Management endorsed by the Institute of Hospitality. Our bespoke training credential is valued, internationally recognised, and was written with our guests and team members in mind connected to a global network of professionals. This and it’s fantastic to have this recognised by industry leading guarantee of quality will also attract industry partners, professionals. Not only does this set us apart from our strengthening our connections in the field and creating competition but also develops our team members into talented hospitality experts. new opportunities for internships and work integrated Working with the Institute of Hospitality has given us a valuable perspective learning, which better prepares our graduates for life into the industry. The feedback provided by them has improved our training plans and work.” and ensured we are set up for success.” Associate Professor Mathews Nkhoma, Katrina Stalker, Group Food and Beverage Trainer Head of School of Business & Management. RENEWALS
We are also delighted to confirm renewal of endorsement for Wine Ed.
For accreditation and endorsement enquiries, please email: [email protected]
www.instituteofhospitality.org 09 INSTITUTE NEWS / ROUX SCHOLARSHIP
SPENCER METZGER CROWNED 36TH ROUX SCHOLAR
Spencer Metzger has won the 2019 Roux Scholarship. The premier sous chef from The Ritz beat five other finalists in a fiercely contested final held at Westminster Kingsway College, London, on Monday 1 April, where they were asked to prepare and serve Monkfish blanquette and langoustines with saffron basmati rice, garnished with seasonal vegetables and asparagus subrics
he 26-year-old chef was battling it out against his Peter Gilmore (Honorary President of Judges 2019) said: “Overall I was colleague Ryan Baker also from The Ritz, Olivia really impressed. The organisational skills showed they were well prepared. Catherine Burt from Claridge’s, Lewis Linley from Nerves did get to some of them near the end but the winner was outstanding. Vacherin, Adam Harper from The Cavendish Hotel Every element of the dish was right, the flavours and textures were spot on. Baslow in Derbyshire, and Michael Cruickshank There was very little to find any fault with.” Tfrom Bohemia in Jersey. It was Spencer’s first time entering the Winner Spencer Metzger said: “I was very happy with what I produced. I was competition. a bit rushed and stressed at the end of the cooking time, but all the components Peter Ducker FIH, chief executive, Institute of Hospitality, said: “The Institute were there and I was pleased with their flavours and the dish overall. I really has always given Roux Scholars membership as part of their prize because, don’t know where I’ll choose for my Stage, but I would want to go somewhere as a management institution, it is important that we recognize that chefs are really different, maybe somewhere with a farm or something like that.” managers too. They have a great deal of management responsibility in terms The six chefs, all under 30 years old, had 2.5 hours to cook the Antonin of their teams, procurement and health and safety. We also now have direct Careme-inspired recipe in front of the judges. Acclaimed Australian chef Peter involvement with the administration of the competition through our acquisition Gilmore was invited over from Sydney to be honorary president of the judges, of Hospitality & Leisure Manpower (HALM).” and led the panel alongside joint chairmen Alain and Michel Jr. They were joined Commenting on the 36th national final, Michel Roux Jr said: “It’s been a by Brian Turner FIH, James Martin, as well as previous winners Sat Bains (1999 fantastic event as usual, but this year is more poignant with the passing of scholar) and André Garrett (2002 scholar) and Clare Smyth. the first Roux Scholar, Andrew Fairlie. The feeling among the judges and the The winning chef receives £6,000, and an invitation to cook and train Roux family too is that this year had to be very special and we do have a very under the supervision of a leading chef at a prestigious three-star Michelin special Roux Scholar this year. The winning dish was exceptional, the monkfish restaurant anywhere in the world for up to three months. This is in was beautiful, the sauce was indulgent but not rich, creamy but not heavy. In addition to an impressive list of prizes and culinary experiences provided fact, we were fighting over the last of it once we’d all had a tasting!” courtesy of the sponsors.
10 www.instituteofhospitality.org INSTITUTE NEWS INSTITUTEinstitute NEWS NEWS
WAITROSE JOINS THE INSTITUTE OF HOSPITALITY
Waitrose has become one of the first ever retailers to join the Institute of Hospitality via our Company Sponsored Membership scheme. Waitrose, part of the John Lewis Partnership, operates 350 stores in the UK, plus a wide range of cafes, wine bars, including its steak and oyster bar in Canary Wharf. It runs three cookery schools, two demonstration kitchens, has its own farm and nursery and operates five private hotels which are only open to its 82,000 employees (or John Lewis partners). The new alliance with the Institute of Hospitality is incentive-driven, so that Waitrose service managers who achieve the best growth results will be gifted Institute membership. Nicolas Braud, hospitality performance development manager, Waitrose & Partners, says: “We are really driving all elements of service and offering differentiated service in our shops. We are very serious about hospitality and this new partnership with the Institute of Hospitality is one way of committing ourselves to it and admitting it openly.” Recently, the Institute’s head of professional development, Alistair Sandall FIH attended Waitrose’s annual conference for its service managers to introduce them to the Institute. Braud comments: “I think for most of them it was completely new, because Waitrose is a retail business. What I am saying to them is: ‘You are hospitality
NEW BUSINSS PARTNER: MITIGO CYBERSECURITY
Cybercrime is on the increase. And businesses in the hospitality sector are a target. Let Mitigo protect you from loss of customer data, financial fraud, business disruption and damage to your reputation. Going beyond just technology, Mitigo will assess the risk to your business, make sure you’re secure, train your people, and keep you secure and in control. All for a competitive fixed monthly cost. Peter Ducker FIH, the Institute’s chief executive, says: “Mitigo, our cyber security partner, provide managed and affordable protection to IOH members to head off the threat of cybercrime. The consequence of a cyber-attack, including the disruption, loss of customer data, reputational risk and financial theft can seriously damage a business. “We are delighted to be working with Mitigo to provide specialist cybersecurity support to our members.” To learn more call 0161 88 33 617 Email [email protected] Visit www.mitigogroup.com/hospitality
professionals who just happen to be in a retail environment. We are a great company for hospitality professionals.’ Importantly, we are a partnership so we are all co-owners of the business. Everybody has a stake and our statistics show that we get 30% more goodwill from our employees because they are partners. The John Lewis Partnership is all about development and self-development so this deal with the Institute is right up our street.” Before joining Waitrose, Braud held management positions at IHG for ten years and six years with De Vere Hotels. Commenting on increasing competition on the high street, he says: “We’ve always delivered industry-leading service, but let’s not kid ourselves, we have competitors who are becoming better and we need to maintain that differential of being better than all of them. And that’s a tougher call, so we need renewed energy in this field.” To find out how your company can join us, contact Alistair Sandall FIH Email: [email protected] or call +44 (0)20 8661 4925
www.instituteofhospitality.org 11 INSTITUTE NEWS / PLanday INSTITUTE NEWS / Planday
Hard and soft skills What’s the difference?
Planday explains why hard and soft skills matter in the hospitality job market and how to show off your strengths in each area
ob seeking is all about making a probably want to include hard skills such as your But what about soft skills? By their very great first impression. Your CV often excellent computer and typing abilities. definition soft skills fall under the ‘show, don’t provides the first impression a hiring tell’ category of job abilities, but including manager will have of you and it’s What are soft skills? them on your CV tells hiring managers important that you highlight the Soft skills are the talents and abilities you’ve picked that you recognise and value these skills in skillsJ that will help you stand out from the up more organically through past work experiences yourself. competition. Importantly, the types of skills and interpersonal relationships. They speak about Just like with hard skills, you can list soft you focus on are often weighted as heavily as what you have to offer as an employee, and in skill descriptors in bullet points about past the skills themselves. many ways they touch on what you have to offer job experience. Give a short example of the One of the keys to successful job searching as an individual as well. skills at hand, for example: “Organised team is not only being able to define and utilize both building activities such as X and Y.” Emphasise hard and soft skills in your CV, but to know Examples of soft skills include: the skills that are most necessary for the how to highlight both types of skills in the • Problem-solving job you’re applying for, using the job and most effective way possible. • Ability to work well in groups application description as a blueprint for what • Communication skills the hiring manager is looking for. What are hard skills? • Strong work ethic Hard skills are the concrete abilities that you • Time management Which is more important? bring to the table as a worker. Often, these • Team leadership The answer is both! Hard skills aren’t usually are skills that you learned in school or a going to be enough to get you a job on their training course and that bring clearly defined How to show hard and soft skills own, nor are soft skills. The trick to a great value to businesses. on your resume resume is displaying a balance of both types Showing hard skills on a resume is relatively of skills. Examples of hard skills include: easy, since they’re often accompanied by a Ultimately, whether you get the job or • Your college degree degree or certification. Generally, they’ll show not is based on a large variety of factors that • IT systems proficiency up throughout your resume without having to include, but also may go beyond, your CV. • Language fluencies be listed in a separate block. A hiring manager Focus on making the strongest impression you • Training/industry-specific certifications should be able to read through your CV and can with your resume by highlighting the hard • Social media pick out a variety of hard skills based on and soft skills that make you a great employee, your schooling and descriptions of your past and when you do get hired, be ready to put Most of the time, there will be a certain set job experience. Hard skills that don’t neatly those skills into action to show the hiring of hard skills that you’ll want to focus on by fit into other sections (such as language manager they’ve made the right decision. nature of what the job entails. For example, fluencies or self-taught abilities), can be listed Planday supports HR and scheduling in if you’re applying for a back office job, you’ll at the bottom. hospitality. Visit: planday.com/uk
12 www.instituteofhospitality.org OPINION / YUKARI IGUCHI FIH How does Japan produce so many skilled chefs?
With more than 150,000 restaurants in Tokyo alone, Yukari Iguchi FIH looks at how Japan produces some of the world’s most prestigious chefs in an ever-competitive industry
okyo is described as ‘the world centre of CHEF – A LICENSED OCCUPATION gastronomy’, ‘gourmet capital,’ and other The cause is also helped by the high social status of chefs. similar terms largely because of the number Since 1958 the work of the chef has been a licensed of Michelin stars awarded in Tokyo; more occupation in Japan. Individuals must complete a course than any other city in the world since 2007. to acquire the knowledge and skills of cookery, nutrition, TOne of the main reasons for this is the sheer number and hygiene at approved training institutions over one of restaurants in Tokyo (around 160,000 compared to year or longer, or engage with cookery duties to serve 40,000 in Paris). François Simon, Le Figaro’s feared food large numbers of people for more years and pass the critic, analyses that Japanese gastronomic supremacy Yukari Iguchi FIH is examination. A cumulative total of 3.7 million licenses is the result of three things: wonderful food quality; an academic lead of were issued between 1965 & 2014 (Ministry of Health, adventurous public; and incredible choice. Jean-Luc Narret, hospitality, University Labour and Welfare, 2016). the former CEO of the Michelin Guide, has said: “The level of Derby Online Learning. The license may not be issued to those with drug of chefs in Tokyo is higher than in any other city, and Visit: derby.ac.uk/IOH addiction or criminal records, and it can be revoked for their unique skills were well transmitted. Tracking down the above reasons or for gross misconduct such as causing how such skills and traditions have been handed down food poisoning or other serious hygiene breaches. through the generations or centuries is not easy, but I gave The Licensed Cook Act also specifies that licensed particularly high marks to the degree of specialization.” chefs can be examined for their skills in order to improve Indeed, it has also been suggested that no other culinary standards, and for this there are further certifications culture in the world is as specialised as Japan’s. for ‘Specialised Cook’, which are awarded based on both Although a large population is one of the obvious practical and theoretical examination. factors, how does Japan supply so many skilled workers There are two routes to acquire a license: a) engaging – especially skilled chefs – to sustain its businesses? with professional work for two or more years and then Certainly not by hiring migrant workers. In fact, the vast passing the examination, or b) completing a course that is majority of chefs in Japan are native Japanese, largely at least one year long at an approved training institution. because Japanese law states that foreigners cannot In summary, chefs in Japan are well-trained, regulated be employed as cooks unless they specialise in foreign and in a safeguarded occupation. Their work is considered (non-Japanese) cuisines and have more than ten years as artisan, and working in a kitchen is a career. Legal of professional experience in their home countries. restrictions for non-Japanese nationals to work in This can be a huge barrier to ‘importing’ workers from kitchens as chefs may also contribute to promoting skills other countries, but motivates employers to train chefs, development in order to meet the high expectations of especially in Japanese restaurants. general consumers. It is quite a different picture from Another reason is the adventurous public, as cited by some other countries, including the UK. That is not to say Simon, who are curious about various types of cuisine and the UK should follow the Japanese system, but there may who may well promote younger generations to train as chefs. be something we can learn from their practices. www.instituteofhospitality.org 13 OPINION / Peter Russell MIH OPINION / name How will artificial intelligence transform the hospitality industry?
Peter Russell MIH offers advice on how and when to introduce AI into your operation
ith our industry being driven How should companies adopt new AI technology? primarily by a requirement All hospitality companies should be looking at ways they for a large workforce, the can integrate and adopt AI into their business. The key benefits of AI are far reaching, here will be to get the right fit for what to implement as this technology seeks and when. There is no point in investing in costly new Wto drive efficiencies and support the customer technology merely for the sake of it; while the right AI will experience with ease and speed. AI is often seen as a save you money, this will be far less so if you don’t get it replacement for human interaction, which in my view right first time. It is also important not to get left behind; is incorrect. AI has to be supported by the human many businesses will be looking to move forward and workforce and the two have to work in harmony to there will certainly be an advantage for those that take the be successful. Peter Russell MIH is initiative and lead the market with this technology. At the budget end of the market I would see AI operations director at The first questions to ask are, what issue are we trying being used in a very visible manner. For instance, AI Russell Partnership to solve? What is the right solution to solve this? How much can provide services such as guest information and Technology will it cost and over what time period will we realise the cost concierge; with guests asking the AI device, robot or saving and other benefits? The need for an environment computer their question and having this answered and ecosystem which is well connected within hospitality directly. At the luxury end of the market, AI will deliver industries is becoming increasingly more pronounced. a more personalised service to meet the ever-increasing demands of the luxury guest. Where is AI being used to good effect? There are some great examples of AI across the industry Where will we see the greatest benefits? and I’m in a very fortunate position to experience them I believe automation will support the UK hospitality from both an industry viewpoint and that of a frequent workforce. The Office for National Statistics reports that traveller. I travel extensively as part of my role, which last the country has 202,000 hospitality businesses employing year took me to 14 different countries and involved the in excess of 2.3 million people. Automation will help equivalent of flying eight times around the world. expanding businesses deal with rising wage costs and The best examples of AI in action I have seen so far are increased competition for market share. chatbots and virtual concierge systems. This works in much Within a hotel there are lots of repetitive and time- the same way as the voice assistant on your phone which has intensive tasks such as managing guest check-in, check- been customised for the hotel or environment in question. out and room assignments. With AI, these tasks can There are a multitude of benefits here, firstly the speed and be completed quickly and efficiently, thereby reducing instant availability of the service. A chatbot is available 24/7 costs. With machine-based learning, AI systems will and is programmed to respond within seconds; this is an also learn and progress over time which will further example where AI can deliver a service which is far more drive efficiencies. effective than the human alternative.
14 www.instituteofhospitality.org OPINION / adam rowledge FIH Feedback is a gift Getting feedback from your team members is just as important as getting it from your guests, says Adam Rowledge FIH
uest feedback is everywhere. You can’t usually the source of feedback fear. Finesse the situation escape it. From TripAdvisor to in-house by asking : ‘What is the one thing you would change or email surveys, mystery guest visits and improve about your experience of working here?’ much more. The topic of guest feedback is frequently the subject of conversation 5. Don’t write War and Peace doing it Gamongst hospitality professionals. But how often do we Long surveys may be outdated by the time the data arrives. have the same conversation about the feedback that our Short, fast surveys or facilitating focus groups deliver better teams are giving us about their experience? response rates and allow you to react rapidly to issues raised. The biggest obstacle to knowing what people really Solve one or two problems at a time, not everything at once. think about us is fear. We fear they’ll tell us our business is terrible, that we’re horrible people and we should never Adam Rowledge FIH is 6. Seek real-time feedback have set foot on earth. Yet most companies never hear general manager of Make obtaining feedback part of your daily schedule. Ensure that type of painful feedback. Companies with strong Georgian House AND CHAIR you’re not the last to know about problems. If you’re the word-of-mouth and employee devotion behave like OF OUR SUSSEX BRANCH first to find out about a problem and you deal with it quickly, high-performance athletes when it comes to focusing on word will spread fast and action taken will be appreciated. employee feedback. In effect, they are feedback machines. Employee feedback drives their recruitment strategies, 7. Make it easy for your team to provide feedback training and development and experience expectations. It’s about what’s easy for them, not what’s convenient Here are my top tips on embracing employee feedback: for you. For every employee that provides feedback on something that they feel should be improved, many more will 1. Believe that employees possess good ideas say nothing and you can’t afford to not get that feedback. How often does someone in your organisation respond to an innovative idea by saying: ‘Our team don’t want 8. Leverage technology to aid your efforts that?’ But you have already had people indicate otherwise. Online survey tools make it very easy to gather feedback Asking team members to participate in your problem- and are typically fast, efficient, and inexpensive. They solving is smart business. automatically collate all of the data. You don’t need a degree in computer science to run them and the more you share 2. Gather feedback at every opportunity what you’re doing as a result of the feedback, the better Every interaction with a colleague is an opportunity for completion and quality of feedback you’ll receive. feedback. Team members are usually more than happy to share their opinions. People want to be heard but might 9. Share employee feedback throughout the organisation not offer their perspectives if not asked. It’s the most Responsibility for employee feedback extends beyond the direct way to learn what they’re thinking and to build HR department. Ensure that everyone in the company connections with them. knows what others are thinking by sharing the feedback.
3. Focus on continual improvement 10. Use feedback to make changes quickly Enlist the aid of your most passionate team members to Teams love a responsive organisation, especially ones that help you improve an aspect of your business every week keep them in the loop of how their feedback was used (or so that it builds momentum. Word will spread quickly wasn’t), especially if it’s done in a timely fashion. when what you’re doing starts improving, especially if you Remember, when a colleague gives you their feedback, thank specific team members for their assistance. if it’s not as positive as you’d like it to be, just remind yourself that they’re not just sharing their pain points, 4. Actively solicit good and bad feedback they’re actually helping you to make your employee The first part is relatively easy. The second question is experience better for the good of the business.
www.instituteofhospitality.org 15 OPINION / DEBORAH HEATHER MIH OPINION / name
Security should be your top priority Security encompasses hundreds of separate practices and procedures which should be part of a hotel’s daily operations. All too often they are overlooked, says Deborah Heather MIH
id you know that 60% of female travellers level of access is concerning at the very least from a fire make destination decisions based on safety and customer service perspective, but even more personal security and the perception of worryingly from a guest and staff safety perspective too. danger? Or that in 2018, 46% of businesses Internal risks cannot be understated either. Unfettered had some type of cyber security breach? access to WiFi without personalised logins carries risk DThese are just two of the hundreds of thousands of stats to guests and the hotel network through ransomware, which circulated last year in relation to security and malware and viruses, while poor card detail storage that’s why it’s essential that our industry makes strides practices leave room for fraud and misuse. Ignoring data to significantly improve and enhance security across the security and basic computer practices such as antivirus board this year, to do what’s necessary to protect our and security upgrades can pose a major commercial guests, staff, property and business. Deborah Heather MIH is threat, not to mention fines and compensation costs You can elect to have a single security policy, or the director of Quality should the worst happen. to have a clause in every policy and procedure which in Tourism By far the biggest threat is employees. In these days specifically covers security. It’s best to start with a risk of difficult recruitment, how can we ensure we have assessment and to review your property and practices honest and engaged staff that can still be enabled and with fresh eyes. Improvements might be legislative, such trusted? With daily access to cash, personal belongings, as ensuring you comply with data and payment legislation, data and credit card information, never mind the to physical, like lighting in the car park or secondary locks potential to steal from the business, what’s the policy on the doors; or virtual, like data storage and regulatory here? Cashless? Management oversight? Good old- compliance, and training, how you can train and support fashioned trust? your staff to handle unexpected situations. As an industry, we’re often not even handling the About 18 months ago, our assessors conducted an basics, let alone tackling best practice and in some cases experiment in central London to test the security of four even legislative compliance. So how then can we tackle star hotels. They were tasked with entering a hotel and the issue of security and ensuring not only the minimum seeing how far they could get without breaking any laws. but the best standards too? Start with a review and work The findings were staggering; out of the 20 properties step-by step through the business, and at every stage reviewed, not one challenged an assessor for being work to improve, train and enhance your security position there or engaged with them when they walked through at all times. It may just be the saving grace for your reception. In 32% of the properties assessors were able business at some point in the future. to access bedroom floors from reception and a further Quality in Tourism assess hundreds of 11% from exterior doors with no security, and 21% of accommodation providers globally. To find out more hotels didn’t have secondary locks on bedroom doors, about their assessments, gradings and mystery shopping other than the key cards, which were easily obtained. This services, visit www.qualityintourism.com
16 www.instituteofhospitality.org OPINION / JILL WHITTAKER FIH
Shifting attitudes in hospitality
Attitudes towards careers in hospitality are changing for the better, in particular among the younger generation. Management apprenticeships can help this positive change to continue, says Jill Whittaker FIH
he prevalence of stress and long working apprenticeship standard in the first quarter of the year. hours within the hospitality sector is not a By investing in apprenticeships for management new issue, but the effects this type of work positions, employers can ensure they have the skills, environment can have on employees is now knowledge and understanding to lead and mentor teams, at the forefront of the industry, and rightly in particular in areas such as health and wellbeing, Tso. In recent years, we’ve also seen, that in the most work-life balance and helping to empower employees to extreme circumstances, this stress can lead to mental develop their careers. These are all attributes which are health issues. contributing to the change in perceptions of the sector However, employers in the industry are taking note, and which are vital when it comes to attracting new with restaurants such as 21212 and CINCIN Italian people into hospitality to fill the skills shortage. Bar & Kitchen implementing reduced hours for staff. Jill Whittaker FIH is The rise of management level apprenticeships has been Wagamama and Compass Group have put campaigns in managing director in correlation with the introduction of the Apprenticeship place to assess and support their employees’ health and of HIT Training. For Levy, which was launched by the Government in 2017. As wellbeing in the workplace. more information on a reminder, the Levy is a compulsory tax of 0.5% to all This increased awareness and the implementation HIT Training and how employers with a PAYE bill over £3m specifically to fund of schemes such as these can only have a positive to maximise your apprenticeships. effect on the industry and we’re seeing more employers Apprenticeship Levy, visit: Despite this funding being in place for nearly two years, following suit. However, for this change to be maintained https://hittraining.co.uk/ recent Government figures show that £3bn of Levy funds throughout the sector and change the perceptions of all remain unspent in the UK. At HIT, we conducted research in age groups, it needs to be introduced at grass roots level. partnership with 3GEM, which found that in the hospitality Educating management professionals and providing them industry, despite two thirds (66%) of hospitality businesses with the tools to implement such schemes can bring new being aware that their Apprenticeship Levy funding will start insight and fresh ideas to senior management teams and to expire in May 2019, less than half (49%) have currently continue to change perceptions throughout the industry. used up the majority of their funds. One of the most effective ways to do this, and this It seems to me that if there is this funding there, specially may come as a surprise, is through apprenticeships. Not to invest in training and development of workforces, it would just for school leavers, apprenticeships run from entry be foolish not to utilise it. This is especially prevalent as the level right through to senior management and degree industry continues to develop and change outdated practices, level. In fact, over the past few years, management- making it an even more appealing and exciting career level apprenticeships have grown in popularity by a pathway. With fantastic qualification opportunities available, significant amount. The Department for Education’s such as the management and team leader apprenticeships, 2018/19 statistics revealed that team leader/ supervisor now’s the time to invest in your workforce and use this apprenticeships had the most enrollments of any capital to futureproof the sector. www.instituteofhospitality.org 17 Institute events PASSION4HOSPITALITY 2019 More than 450 people took part in Passion4Hospitality this March, making it the largest ever edition of the Institute of Hospitality’s annual free student and industry networking event. Ben Walker MIH reports
he ninth edition of P4H included a careers fair, conference, student debating competition and the HOTS Hotel Simulation Business Game competition in which Tteams compete by managing a virtual hotel. A prestigious array of high-quality employers took stands within the careers fair. All of the companies were actively recruiting, providing hundreds of students with a wealth of contacts and information. The Jurys Inn stand was manned by graduate managers Georgiana Risco AIH and Michelle Chirwa-Goacher AIH, who had both attended last year’s event as students. Peter Ducker FIH, chief executive, Institute of Hospitality, said: “Our event is all about showcasing the fabulous and varied careers available and making real connections. Every year, more companies come forward and exhibit at Passion4Hospitality representing the many facets of our great industry. And more students DEABTE WINNERS FROM HONG KONG POLYTECHNIC come away with interviews, leads and contacts.” Actively recruiting The careers fair included contract caterers BaxterStorey, Vacherin, and Bartlett Mitchell. Students learned of opportunities in retail catering as Harrods showcased its major F&B expansion. An array of opportunities in hotels were available with companies such as Preferred Hotels, Rosewood Hotels, The Dorchester Collection, The Doyle Collection, Firmdale Hotels, Hotel du Vin & Malmaison, Apex Hotels, Duked Hotel Group, The Landmark London, Georgian House, The Vineyard, Hand Picked Hotels, Savora Hotels, The Savoy, IHG, Harbour Hotels, Amaris Hospitality, Jurys Inn and Leonardo Hotels, The PAULA ROGERS FIH LEADS A PANEL DISCUSSION Hari, Royal Lancaster, and GLH Hotels.
18 www.instituteofhospitality.org Institute events
Other exhibitors included flexible jobs will save you months of applying for jobs.” Variety platform Coople, Springboard, Evolve To stand out at an interview, candidates should Paula Rogers FIH, CEO, Admiral Recruitment, Hospitality, Angel Human Resources, Umbrella experience the product ahead of time, go for a chaired a panel discussion highlighting Training, HIT Training and the Oxford & drink or dinner, and leave a TripAdvisor review. a huge variety of career paths and Cambridge Club. Prepare questions about the business, not just the opportunities. Thomas Kilroy FIH described vacancy. Hamadache said: “This will show that his career starting as a chef, moving into Job-seeking wisdom you are abreast of industry trends. Remember it’s restaurant and pub management, then The full-day conference programme provided a okay not to know everything and much better to contract catering, specialising in social wealth of careers and job-seeking advice. For HR be humble and nervous than arrogant.” media, healthcare and casinos. personnel, going through hundreds of black and Tomas Kubart AIH, winner of Restaurant white CVs is a monotonous task, said hotelier How to succeed Manager of the Year 2019, described his and marketing expert Adam Hamadache MIH, James McComas MIH, general manager, Hotel journey from starting at the Mandarin so using a coloured design template such as du Vin Tunbridge Wells, highlighted the ancient Oriental in Prague at the age of 15 to now those provided free by canva.com will help your nature of hospitality. 18,000 year-old cave working with Tom Kerridge on his latest CV stand out. Even better, create your own CV paintings discovered in France show clear London opening. website using the free templates provided by evidence of one tribe offering food and shelter Also on the panel was Gabrielle Le Roux MIH Wix, Squarespace or resume.io. to another tribe and the two of them living in a recent graduate manager with BaxterStorey Hamadache said: “This will put you in the top the same cave harmoniously. who now runs their training programme. She 10% immediately. It’s an opportunity to show “If someone is at your door and in need, told students not to be impatient and not to your ambition and is a couple of hours’ work that there is a basic human expectation. We need rush their careers: “I did not want to go into to remember that. It’s still all about taking care management until I was 100% ready because I of people. You do not succeed in hospitality did not want to be bad at my job.” without holding onto this fact,” he said. “You Ducker agreed: “We recognise talent and have to live and breathe hospitality. Everything nurture it more than ever now. Enjoy your else is a process. You may be able to do it well, journey. Your time will pass in a heartbeat.” but it’s not hospitality.” Michelin stars The right employer for you Kieran McLoughlin MIH, general manager, Beth Aarons FIH, global director, Dorchester Ground Restaurant HIDE, described his rise Collection Academy provided students with from washing pots at the age of 13 and how a series of tips on how to choose the right focusing on the world of Michelin-starred employer. Prospective employees need to restaurants had shaped his enormously thoroughly research a company and analyse how fulfilling career. “They tried to put me off it presents itself both online and offline. Is it [hospitality] but I didn’t care. I knew there had truly a people brand? Are people visible in images to be another side and I found it. My five years on the website. Is there an employee journey at Le Manoir shaped my life with such a big roadmap or evidence of career progression? focus on training and mentoring.” What is its vision statement and values? Look at His advice to students and graduates was to social media but also speak to people who work be realistic and be willing: “Hard work will get or have worked there, she advised. you where you want to go quickly.”
HOTS COMPETITORS
COMPETING IN THE HOTS HOTEL SIMULATION BUSINESS GAME
www.instituteofhospitality.org 19 Institute events
DEBATE RUNNERS UP FROM UNIVERSITY COLLEGE BIRMINGHAM
Zig zag Robin Sheppard FIH, the Institute’s chairman and co-founder of Bespoke Hotels, advised attendees to zig zag in their early careers, not staying in the same job for too long, and aim to work for people who are famous. If you are entrepreneurial don’t wait, he said. Aim to start your own business before you are 30 or before you start a family. AI and robots debate Teams from the University of Surrey, UEL, UCB, UCLan, and Hong Kong Polytechnic competed HOTS Hotel Simulation Business Game in the student debating competition for and Peter Russell MIH once again delivered the against the following motion: “This house HOTS Business Game. HOTS stands for hotel believes that AI and robots are a serious threat operations, tactics and strategy. The students to the hospitality industry.” were tasked with making one year of decisions With standards so high, judges Howard all focussed on improving occupancy and Field FIH, Monica Or FIH and Robert RevPAR. The competition was hard fought and Richardson FIH had a tough time choosing all nine competing teams did exceptionally well. the two finalists from University College At the end of the day, the winning team came Birmingham and Hong Kong Polytechnic. An from University College Birmingham. audience vote declared Hong Kong’s team of Tanika Rai Gambhir, Thibault Druesne Sponsors and Amanda Putri Wantono the winners. Passion4Hospitality 2019 was generously Wantono commented: “I think the only way supported by the venue sponsor Novotel London to get global is to go global.” Hong Kong West, Glion Institute of Higher Education, Polytechnic paid for their students’ travel critiQue, Angel Human Resources, Quality in costs to London. Tourism, Arena4Finance, Savoy Educational Trust, HOTS, Genilogic, Fresh Montgomery, CHME.
20 www.instituteofhospitality.org
cover story
“WHO IS YOUR HERO?” When young professionals start out in their careers today, who do they look to for inspiration? David Harris discovers the choice of hospitality heroes is wide-ranging
eroes fall into two categories, the distant and the Serious closer to home. For young hospitality managers the It was a moving remark that showed how important their profession distant can include famous hoteliers and restaurateurs, was to these chefs. It underlined how young talent gazes in awestruck award-laden chefs, and leading maitres d’hotel. wonder at older talent. The passion with which it was expressed felt like For those who meet this category of hero or heroine, it the hospitality equivalent of Bill Shankly’s remark that football wasn’t a His a major moment in their lives. This happened in the latest professional matter of life and death: “It is much more serious than that”. Masterchef series when the finalists visited the three-star Michelin But not all inspiration is far away. Sometimes the admired individuals restaurant, Maison Pic in Valence. You could feel the respect with which are more familiar. Often they are those who nurtured young managers as all three regarded Anne-Sophie Pic. At one point one of the contestants they started out. said: “You have to understand that for us she is one of the most important For Robert Richardson FIH, general manager of the Grand in people in the world.”
INSPIRATIONAL FIGURES ...
ADAM ROWLEDGE FIH CIARA CROSSAN CIARAN FAHY FIH
FRED SIRIEIX ROBERT NADLER SERENA VON DER HYDE FIH SUE WILLIAMS FIH MI
22 www.instituteofhospitality.org cover story
.... AS CHOSEN BY RISING TALENT
DANA KANIBOLOTSKA AIH ELLIE STEELE AIH MIA JORJIKIA AIH
RACHAEL STEVENS MIH ROBERT RICHARDSON FIH TOBY BONNETT AIH
Folkestone, Kent, for the past nine years but still just 38, there were a It was Fahy who was set up as her mentor when she was doing her series of these figures, starting with Ian Yule, his first general manager university hospitality course. She says: “I didn’t expect to get much out when he went to work at the Post House Hotel in Dover. of it, but when I met him I was so impressed. I liked how open he was to Richardson started work at the hotel in 1997, after leaving school with everyone around him and he knew exactly who did what in his hotel. “no direction and no sense of job progression.” He had just dropped out of “The main advice he gave me was to always know where I am going. a media studies course and decided to apply for jobs in hotels. That might change but you should never just go with the flow. He told me to always ask questions too. If you don’t fully understand why something Challenge is happening always question it.” What Yule did for Richardson was to challenge him. At that first interview, Another Oxford Brookes student, Mia Jorjikia AIH, who graduated the teenage Richardson put in a “not particularly impressive” showing last year, also singled out Fahy as a hero. She says: “He gives back to the after which Yule effectively gave him a 12 week trial. industry by mentoring young students like me and takes this task very “I’ll give you a job for three months and if you earn it, you’ll keep seriously. He has provided me with invaluable career advice and guidance it,” is what Richardson remembers him saying 20 years ago. Richardson and I hope one day I can become a mentor like him.” was first put into the restaurant, quite a challenge for someone whose only previous job had been two weeks in his local Homebase. “My only Dreams experience of F&B was being taken out to a restaurant once,” he recalls. Others on Jorjikia’s heroes list include her mother (a winemaker) and the But even though the restaurant manager was “not particularly keen multiple Michelin-starred Catalan chef Carme Ruscalleda. on me”, the support of Yule remained crucial. “He taught me what was Jorjikia says: “Even though my dream is not to become a chef but expected of me,” says Richardson. to be a general manager of a hotel, the fact that a female chef in an It must have worked, for less than two years later Richardson was a bar industry dominated by males has managed to receive the highest supervisor at the hotel before moving on and up. For Richardson today, imaginable award in the culinary world inspires me to dream big and a string of helpful past bosses has left him with an attitude that makes go after my dreams.” him want to give back. “I have always said I am recruiting attitude and Rachael Stevens AIH, 25, guest services manager at South Lodge, teaching skills because that’s exactly what these managers did for me. We is another who admires successful women: “There are some very are all the product of our experiences,” he says. inspirational women at the top of the industry who I really admire, the likes of Sue Williams FIH MI and Joanne Taylor-Stagg FIH MI to name a Mentors couple, who have broken the mould with their achievements.” Hospitality managers in training often find themselves admiring those Another woman Stevens admires is Ciara Crossan, chief executive that mentor them in their early years. Dana Kanabilotska AIH, 24, who is and founder of Wedding Dates: “Her drive, passion, enthusiasm and now conference and events sales co-ordinator at the Said Business School belief in her idea and what she does is just sensational and has led her at Oxford University, cites Ciaran Fahy FIH, head of hotels with Spartan to achieve some amazing things both with her company and personally Advisors and formerly chief executive of The London Ritz, as the person in being chosen in the Global Ambassadors Programme for female who first comes to mind as a hero. entrepreneurs.”
www.instituteofhospitality.org 23 cover story
“When young managers look CHME YOUNG GUNS 2019 WINNERS around them for inspiration, NAME THEIR HEROES Mariana Scadura Botte AIH is a final year hospitality management they are not likely to look in one student at Oxford Brookes University. She nominates her mentor, place. What young hospitality Alex Porteous, general manager at Four Seasons Kyoto, as her hero. “I admire both his career achievements and personal and professionals like is talented people professional values,” she says. “He has shown drive and skills to progress through a varied multinational career, starting with who are prepared to share their a rotational graduate programme in his home country and then exploring internationally on four different continents in a insights and abilities. Happily, variety of roles. In terms of his leadership values, he stands for hospitality has plenty of them.” commitment, contribution, responsibility and, very important to me, authenticity. He is also a firm believer in the rewards, such as excellent performance and job satisfaction, that come with working Everyday heroes in a successfully-led and caring team. In a short period of time, Alex Apart from well-known figures, Stevens mirrors her peers in citing has taught me a lot and is proving a great mentor, guiding me both hospitality staff more generally as her heroes – those she works with all personally and professionally.” the time. She explains: “These are not just people in senior positions but Sophie Chapman AIH is in her final year at Robert Gordon also those who I have had the pleasure to work alongside and learn from.” University, Aberdeen. Her nominated hero is Sharan Pasricha, the Everyday heroes? Well, yes. Stevens adds: “I find it fascinating that you Indian born entrepreneur best known for founding Ennismore, a can go to an event and find such a great environment in a room full of global hospitality developer and operator, and for the acquisition and hoteliers and ultimately competitors all under the same roof. The amount growth of The Hoxton and Gleneagles. of people in hospitality who are willing to help and mentor individuals is a Chapman says: “Watching the renovations he has made to real credit to the entire industry philosophy of ‘people being at the heart Gleneagles, he has turned it into a new luxury hotel with an entirely new of what we do.’” clientele. With the addition of The Hoxton in major cities across America For Ellie Steele AIH, the first part of her career has already been shaped and London, Paris, and Amsterdam, and the new brand NOCO, he is by senior industry figures that she admires. Just turned 22, Steele is in successfully setting up profitable hotels that are pushing boundaries, her first full-time hospitality job as sales and marketing executive at the whether with their service levels, architectural design or technology.” Georgian House Hotel in London’s Pimlico. “With close to 2,000 employees, specifically over a thousand at She first came across the general manager there, Adam Rowledge FIH, Gleneagles, he remembers all employees by name and little things when he came to talk to hotel management students on her course at The about them. Add his insightful management skills, commercial talents Edge Hotel School at the University of Essex. and his level-head and Sharan continues to be a great mentor. He once She recalls: “Adam was a guest lecturer and his approach to the lecture said: ‘Gleneagles is a sleeping giant. We’ll make it the best hotel in the was completely different to most. It was very employee-focused and he world.’ I feel privileged to watch him first-hand wake up the giant.” talked about the importance of work/life balance and making sure that your values were aligned with the place in which you were going to work. I was really impressed.” Out of the box Steele stayed in touch with Rowledge afterwards on LinkedIn and a couple of years later started working at Georgian House. Steele says she also looks up to the family hotel’s owner, Serena von der Heyde FIH because she is “such a massive champion for women in business.” Another Edge Hotel graduate, Toby Bonnett AIH, also in his early 20s, picks Robert Nadler, the founder of Nadler Hotels, and Craig Jackson of Northcote Manor as particular influences. Bonnett says that he likes Nadler’s “out-of-the-box” thinking, including SOPHIE CHAPMAN AIH AND MARIANA SACADURA-BOTTE AIH his removal of the traditional hotel restaurant and promotion of services such as Deliveroo. Jackson he met while at hotel school and admires how he has achieved “an astonishing amount in a relatively short period of time.” Fred Sirieix, the much televised maitre d’ is mentioned by Bonnett for his “work hard, play hard” ethic and he says that one thing all his heroes have done for him is to think innovatively. He adds that Nadler in particular has shown that you can have “extremely successful careers in multiple disciplines.” In short, hospitality heroes and heroines come in all roles and from all sectors of the business. When young managers look around them for inspiration they are not likely to look in one place. What young hospitality professionals like is talented people that are prepared to share their insights and abilities. Happily, hospitality has ALEX PORTEOUS SHARAN PASRICHA plenty of them.
24 www.instituteofhospitality.org advertorial Hospitality and Food Studies Courses at University of West London
Studying Hospitality and Culinary Arts at The University of West London’s London Geller College of Hospitality and Tourism puts you in a prime position to gain a solid grounding in the industry, while you supplement your learning and build up valuable contacts.
have built up very strong links with leading companies and individuals, including some who today are among the college’s Patrons, ncluded in the curriculum are the Fellows and Alumni. This pays a dividend in latest managerial and strategic how you will learn, with experts delivering techniques, meaning you receive a guest lectures, running master classes, co- highly modern education and enhance presenting with academics and providing your employability in this growing and case studies. Idynamic sector. BSc (Hons) Culinary Arts Management As well as gaining academic expertise, you BsC (Hons) Hospitality Entrepreneurship will also build your emotional intelligence - BA (Hons) Hospitality Management which can be a crucial advantage in the highly BA (Hons) International Hotel Management customer-focused sector. BSc (Hons) Nutrition and Food Management UWL’s innovative approach to study will MA Luxury Hospitality Management help you develop those excellent personal skills MA Food Business Management which boost your professional profile and give you a competitive edge. For further information contact: The London Geller College of Hospitality Louise Gill - and Tourism celebrated its seventieth Head of Subject Hospitality and Tourism anniversary, this year, and in that time we [email protected]
www.instituteofhospitality.org 25 WOMEN IN HOSPITALITY
FEMALE CAREER ADVANCEMENT Valentine Calinaud looks at how to correct the gender imbalance and what changes will allow women to reach the very top of the corporate ladder
iversity in the workplace and Hospitality, Travel & Leisure Charter, along and leisure workforce (see panel on p27 for gender considerations are topics with Wagamama, Compass Group, Easyjet, more statistics). Therefore, it is legitimate which have attracted greater IHG, Bourne Leisure, Hilton, Aramark, Mitchells to ask ourselves why women still experience interest in recent years among & Butlers, Pizza Express and others. These difficulties in reaching senior managerial all bodies whether they are companies have made a pledge to adapt their positions and what strategies should be Dgovernments, corporations, individuals or policies and set their own objectives in favour of implemented in order to mitigate this issue. academia. achieving a better mix of personnel. During my academic research, I conducted In 2018, the British government made Within corporations, equal opportunities interviews with several women occupying an important change in legislation in favour need to be provided to individuals regardless of leadership roles in the UK hospitality industry. of gender equality. Every year, companies their gender and no matter what the job role is. The positions held by the interviewees were comprising 250 or more employees must Candidates’ skills and knowledge should be the only various and ranged from general manager, report their gender pay gap figures, that determining elements in the hiring process. director of finance, head of HR, head of events, is to say the comparison of their male and business development manager and restaurant female workforce average salary. Numerous Progress manager. The findings of this research have helped events and conferences focusing on women However, the UK hospitality industry faces a me to establish a contextual pattern as well empowerment at work have been held. paradox as it does in many other countries. as understand the key drivers of female career The Institute of Hospitality has hosted two Despite recent progress, only 7% of women advancement. Women In Hospitality events in London and hold the very top positions although they The difficulties for women to advance their is proud to have signed up to the Diversity in constitute 60% of the tourism, hospitality careers have for a long time been illustrated by
26 www.instituteofhospitality.org WOMEN IN HOSPITALITY
the glass ceiling metaphor depicting invisible but prevalent barriers preventing women from progressing within corporations. Historically, researchers have explained that these barriers are both structural and cultural and can be mainly associated with social preconceptions of gender, gender bias, prevailing masculine organisational cultures and the difficulties of combining leadership roles with family duties. Improvements Nevertheless, the findings of my study demonstrated considerable improvements WOMEN IN HOSPITALITY, regarding the barriers listed above. The women TRAVEL & LEISURE: KEY interviewed all denied suffering from any of PROGRESS these challenges and agreed that they were not witnessing any gender discrimination within their workplaces. They did not feel mistreated, • Since April 2018, mandatory gender pay unconsidered or discriminated against. Gender gap reporting has pushed gender diversity stereotypes, if at all present, were only minor and higher up the agenda. did not seem to negatively impact the female • Hospitality, leisure and tourism workforce. These findings illustrate a positive are making great strides towards the evolution of mentalities regarding women’s choices. Male partner’s support, through sharing Hampton-Alexander target of 33% women experience of the hospitality industry and are childcare responsibilities, has been identified as in FTSE 350 leadership teams by the end of therefore encouraging. an enabler of women’s career advancement. In 2020. So how to explain the lack of women in addition, there is no doubt that providing family- • Women now make up 23.6% of leaders leadership roles? This could be partially explained friendly benefits to all employees is a key support in boards across UK HLT. by fewer female applications to these roles but not to women’s career progression. Flexibility, when • Larger FTSE businesses have made the fewer opportunities. possible to set up, has been found the best driver best progress. For FTSE 100 businesses in Another reason is that the hospitality industry of career advancement as it enables better work- HLT 32.2% of board positions are held by still suffers from a negative image. The industry life balance. Compressed working hours, shared women. is often perceived as lacking in clear career parental leave, financial incentives after maternity • Non-listed businesses have further progression opportunities which makes many leave or extra weeks unpaid during summer lead to go. Just 18.2% of board members are women shy away. As explained, this vision of the to positive effects on female managerial careers. women. industry is distorted as significant improvements • More positively, just beneath board have been made. Hospitality corporations need Confidence level, over 37% of direct reports (into to employ more marketing efforts to highlight My research findings also revealed that it is crucial the executive committee) of non-listed the changes that have taken place and as a result for women to push themselves forward in order businesses are now women. attract more female employees. to succeed. Women themselves can put obstacles • While some companies are advancing in their career paths. Individual strategies are the gender diversity agenda very Family-friendly necessary in order to enable career development effectively, positive overall figures provide According to my research findings, the biggest and reach leadership positions. Women need to cover for a small number of companies challenge for women who strive for managerial be bolder, as lack of self-confidence appears to who are lagging behind. positions lies in the difficulty of combining both be an invisible obstacle to career progression. It • Clearly more needs to be done. In work and family life. Management positions is also important to keep being proactive and particular, the industry as a whole has a require long working hours and responsibilities take opportunities when they come up, ask to be severe lack of women in key leadership which automatically cause repercussions on family mentored or apply for leadership positions without positions. Women occupy just 7% of CEO, duties. From my research most women decided overthinking the potential negative response. CFO and chair leadership positions in the to make a choice between their career and their Establishing a clear and concise career plan also FTSE HTL companies – and that number family and favoured either their managerial helps to visualise the future and work on personal looks set to remain stubbornly low in the position or their mother role. Some women tried ambitions. years ahead. to combine both, however admitted to struggling Gender diversity and equality can only be • Looking at ethnic diversity, just 1 in 33 with keeping a healthy work-life balance which is achieved through shared efforts and ambitions. of the leaders in our sector come from necessary to our well-being. It is also important The hospitality industry has a bright future a BAME (black, Asian, minority ethnic) to mention that our Western modern society and will undoubtedly witness an increase in background, compared to 1 in 8 people of tends to segregate family roles and push us to opportunities for women who ultimately wish to working age in the UK who are BAME. believe that mothers should be the parent in build a career within the industry. Source: Women in Hospitality, Travel charge of the children. Efforts need to be made Valentine Calinaud is a tourism research & Leisure 2020 Review; 2019 edition; to put an end to this gender stereotype in order assistant at the University of Greenwich www.wih2020.com to achieve a better gender equality regarding life Email: [email protected]
www.instituteofhospitality.org 27 RECRUITMENT & diversity
HOW TO EMPLOY STAFF WITH DISABILITIES Providing employment and support to a person with visible or hidden disabilities is often easier and more rewarding than businesses might think. Ben Walker MIH reports
early seven million people started on a one-day a week placement just organisations like The Hive. Sakandar has minor of working age in the UK are learning the basic skills in the kitchen. He has special needs related to learning and autism. The disabled or have a health now moved onto a supported internship which College and his parents are very grateful to us for condition. Historically there is three days a week with a support tutor from supporting him, but we are very grateful to have has been a significant gap the College, so he’s very much part of our team. him here. He’s a great member of the team.” Nbetween the proportion of disabled people Hopefully that will progress to full-time work.” In a video post made by the College, employed compared with non-disabled Goss explains that the fundamental reason Hussein says: “I am 20 years old and have people. Encouraging applications from for working with The Hive College is to fill always wanted to work in the food and disabled people is good for business, says the vacancies: “We all know there are challenges catering industry. The Hive College found me British government. It can help businesses to: and difficulties recruiting chefs in the UK and a work placement at Moor Hall Hotel & Spa in • Increase the number of high quality so it’s a great initiative being able to work with Sutton Coldfield, a five-star hotel catering for applicants available. • Create a workforce that reflects the diverse range of customers it serves and the community in which it is based. • Bring additional skills to the business, such as the ability to use British Sign Language (BSL), which could result in large savings. The benefits of retaining an experienced, skilled employee who has an impairment are usually greater than recruiting and training new staff. It is also good for the individuals. Sam Goss FIH is the general manager of Moor Hall Hotel & Spa in Sutton Coldfield and the chair of the Institute’s newly relaunched Midlands Branch. He has recently taken on two new members of staff with special needs and says that the experience has been a very positive one. At a business networking group, Goss met Julie Pallister, the placement coordinator for The Hive College, Birmingham, a specialist vocational college for students aged 19 to 25 with either physical or learning special needs. Conditions range from cerebral palsy, hearing impairments, to learning difficulties and autism. Goss says: “We started with Sakandar Hussein, a lovely guy who is interested in food and catering. We met with him, our head MICHAEL DORGAN AND ROBERT RICHARDSON FIH AT THE GRAND HOTEL, FOLKSTONE chef and two people from the College and he
28 www.instituteofhospitality.org RECRUITMENT & diversity
REASONABLE ADJUSTMENTS AND SUPPORT
Under the 2010 Equality Act, employers must make reasonable adjustments to support disabled job applicants and employees. This means ensuring disabled people can overcome any substantial disadvantages they may have doing their jobs and progressing in work. Many reasonable adjustments involve little or no cost and could include: • making changes to a disabled person’s working pattern • providing training or mentoring • making alterations to premises • ensuring that information is provided in accessible formats • modifying or acquiring equipment • allowing extra time during selection ‘tests’ The employer’s guide Access to Work can help towards the costs of making reasonable adjustments. If you’re a business with 25 or fewer employees, you SAKANDAR HUSSEIN AT MOOR HALL HOTEL & SPA, SUTTON COLDFIELD can get extra support through Jobcentre Plus to help you recruit and retain staff with a disability or health condition. This support includes: high-quality weddings and events. I want to manageable chunks and then it’s just a case of • matching candidates to jobs work more to learn my knowledge and develop repeating them until they have got that skill.” • support through the interview process new skills and hopefully at the end get paid “I’m trying as much as I can to get out into the • advice on workplace adaptations, employment and stand on my own two feet.” hospitality businesses in the Midlands because induction and mentoring Goss also has another student from The hospitality is working brilliantly for our students. • help arranging in-work support from Hive who is working in a gardening and I’m looking for employers to see the benefits of local community specialists maintenance role. what we are doing and get our name out there.” • help completing an Access to Work Julie Pallister explains The Hive’s approach to Only 7% of young people with a disability application placements: “We do not want to create work for move into employment after finishing formal employers. We are there to help them. I will get education, research shows. “This is such a to know the strengths and skills of the students waste of talent and leaves them with no and then carefully job-match them with a role prospects and a life on benefits,” says Pallister. say he accepted and has completed his first that is meaningful to both the student and the The Hive College has gone from strength shift on the payroll.” employer. All of our students are accompanied to strength since it opened in 2013, she says. Richardson adds that the hotel is now by a work placement supervisor supplied by Students who once had low self-esteem and lacked ‘Disability Confident Committed’ under us who learns the job role themselves so that confidence in themselves transform into confident a voluntary government sponsored self- they can break down the tasks for the students individuals who add real value to businesses. assessment scheme. The Disability Confident until the student is able to complete the job Moving to another part of the country, The scheme supports employers to make the most independently.” Grand Hotel in Folkstone is working with the of the talents disabled people can bring to the “This programme is having amazing results. Shaw Trust, one of the largest UK charities that workplace. The scheme aims to help businesses We progressed 90% of our students into paid helps disabled individuals into employment, successfully recruit and retain disabled people employment last academic year which is and E-Training, a local training provider. The and those with health conditions. absolutely fantastic,” she says. hotel recently arranged for a group with Richardson now aims to train five groups The importance of hospitality and catering special needs to attend two weeks of class of students in his hotel each year, amounting to The Hive College is underlined by the fact room-based customer service training followed to about 40 students in total. He says: “We that all of its students receive basic food by a period of on-the-job work experience. can’t offer jobs to everyone but we can make hygiene training before going into placements. The hotel’s general manager Robert a difference, today, in terms of self-confidence, This training is delivered irrespective of what Richardson FIH said that the initiative had development and essentially showing people that areas of work they pursue. been a success. “The group of eight were may have a harder living situation than us that as Pallister adds: “We find that kitchen initially nervous but gained demonstrably a business community we care. Conversely, if my assistant roles and apprentice chef roles are improved levels of self-confidence and situation changed as a result of illness or accident, fantastic for our students. They are practical experience. We made a job offer to one of I’d like to think there would be open-minded skills that we can break down into small them, Michael Dorgan and I am delighted to employers out there who would support me.” www.instituteofhospitality.org 29 AN INTERVIEW WITH Bev King FIH From zero to Z 13 new hotels in eight years in some astonishing locations. The rise of Z Hotels has been remarkable. Co-founder and owner Bev King FIH shares his no-nonsense insights into how to build a successful hotel company from scratch
WHAT MADE YOU CHOOSE HOTELS WHY DID YOU WANT TO START AS A CAREER? YOUR OWN COMPANY?
It was a natural choice. My parents were hoteliers who ran Even when I was Thistle’s chief operating officer, responsible for and owned small hotels and pubs in the west country. One 56 hotels, 5,000 staff and £350m turnover, you still didn’t really of them had a nightclub so I grew up in that hospitality feel like you were in charge because the owners were telling you environment and I enjoyed it. I worked from the age of 13 and specific things and you were pulled from pillar to post. It was my parents always paid me. The more I worked, the more I challenging to deal with an owner whose expectations did not earned, so hospitality did me proud and delivered all the things match reality. In any company I’d ever worked, they’d always I needed. I was very happy to combine my social time with my asked me to stretch, but when someone asks you to stretch to work time. If it’s in your blood, it’s a really difficult industry to a ridiculous level, you know it’s never going to happen. You can leave. It’s also a very difficult industry to describe to someone. only put up with it for a very short period. It’s like trying to describe Disneyland to a child. It’s not a job, It’s only since we created Z that we feel in control of our own it’s a way of life. destiny. There are four owners of Z and we own it 100%; two of us own 40% each. Out of the four of us, I am the only hotelier. HOW DID YOU COME UP WITH I run the operating company and the building company. We THE IDEA FOR Z HOTELS? have our own architects and designers, project team and site managers. As owners, we can sit around a table and decide on Before 2007 I’d had a false start when I had bought a few projects in ten minutes. It either works or it doesn’t and there is properties with some people. The finance disappeared no other approval process. and it all went nowhere. Then I came up with the idea for Z Hotels, so it was formed off the back of the recession. BY THE END OF 2019 YOU WILL HAVE There were lots of very poor-quality office buildings in OPENED 13 HOTELS IN EIGHT YEARS. London: bad footplates, not very many windows, lots of HAS IT BEEN A CHALLENGE? pillars. Companies don’t like that. Suddenly, there were these 15,000-25,000 sq ft There have been many Friday nights when we’ve been on buildings that were not very desirable and we worked out the phone to each other wondering how we are going to get a plan to get 100-120 bedrooms into these spaces and the money to pay next week’s bills. When you’re developing managed to negotiate a few 35-40 year leases. Most of hotels, some of the bills can be quite big! We had lots of our lenders were ex-footballers plus a couple of current hairy moments and paid high levels of interest on loans, but footballers. All of their investments have since been re-paid. it helped us get through another month. We never missed In fact, a few of them have re-invested. a month’s salary for anybody and, thankfully, a lot of those
30 www.instituteofhospitality.org AN INTERVIEW WITH Bev King FIh
GUESTS ENJOY A VISIT TO BATH STAYING WITH Z HOTELS
problems are all in the past now. It was mostly between 2013 and 2015 when we were building lots of hotels that were not producing cash. It was all going out and not coming in – that was heavy-going.
WHAT IMPACT HAS BREXIT HAD ON BUSINESS?
Availability of workforce has become much harder but that’s taught us that when you do find people, you need to look after them. And we do lots of things to keep our employees happy. We do a monthly social. Last month we took 62 people to the theatre to see School of Rock and we paid for their tickets and brought them drinks. The month before, we hired a pub and had pool, darts, drink and food all free for all staff all night. We pay our staff pretty well. We do lots of training. We have a mentor programme. We have development programmes for all levels of staff and typically we only take on new staff at one level, which is a Guest Service Assistant (GSA). All of our positions are filled from GSA, so for people to become a duty manager, they have to have first been a GSA for nine months. Above GSA is BEV KING FIH AT A GLANCE a duty manager and then above a duty manager is a hotel manager. Hotel managers are only allowed to apply if they have been a duty manager for Bev King FIH is the owner of Z Hotels, the hotel group he nine months. We currently employ 260 people and the only exceptions co-founded in 2010. Z Hotels is an independent city boutique within the management team would be very senior people who have been hotel group that specialises in customer service, affordable brought in for a specific purpose such as the chief engineer. luxury and prime city centre locations. The group has eight Our revenue manager started as a GSA seven and a half years ago. In HR, hotels in London with a further two opening this year (in our recruitment officer was a GSA, our training officer started as a GSA then Holborn and Chandos Place near Trafalgar Square), plus night manager. All of our hotel managers all started with us as GSAs. We properties in Glasgow, Liverpool and Bath. really grow our organisation internally. Prior to founding Z Hotels, King was the chief operating officer for Thistle Hotels for four years. He held earlier ARE THERE OTHER IMPACTS? management roles with Forte Hotels and Le Meridien Hotels and Resorts, as well as three years as general manager of the Forward bookings are a challenge. You can only book our rooms online Cumberland Hotel, London. King studied hotel, motel and which tends to be very short-lead. The weaker pound has been great for restaurant management at South Devon College. us for the last two years. It’s helped London and the UK as destinations. Hopefully that will continue. Most of what we do is all paid for in pounds. We don’t import anything in particular except wine.
www.instituteofhospitality.org 31 AN INTERVIEW WITH Bev King FIh
Bev King FIH
MARRIED WITH TWO SONS
FILM The Life of Brian
MUSIC Ed Sheeran, Oasis, Queen, 1970s & 1980s
HOLIDAY Deep-sea fishing in FREE CHEESE AND WINE IS OFFERED TO the Florida Keys ALL Z HOTEL GUESTS EVERY EVENING
Z Hotels is built around quality. Our beds are handmade in Britain from that we’ve never tried to push against a closed door. natural fibres, wool, latex and wood. Our duvets are 100% wool made in the UK. Here’s an example. 500 yards from the Shard, someone offered us a The shower is powerful and made of glass so it is very hygienic. All rooms are deal. We went to meet the council and they really didn’t want our type fully air conditioned with a 49 inch HD Samsung smart TV with Sky sports and of hotel there. They wanted a five-star Mayfair-grade property. And we movies. Also from 5pm to 8pm every evening there is a selection of five or six said: ‘South of the river in this type of location, we don’t think that will free cheeses and wines for guests. In Glasgow it’s only one single glass because work but if that’s the sort of hotel you want, we’ll disappear and we there is a licensing law issue and in Liverpool it’s only a single glass because won’t come back.’ people tend to drink too much if we make it all free and unlimited in Liverpool. We don’t try and push against closed doors because what’s the point? We’re not here to rule the world. The projects we want to do are the HOW DO YOU FIND SUCH EXCELLENT LOCATIONS? ones that we want to do because we like them and they excite us and we think they fit into our portfolio. In Covent Garden we are 150 yards from the main piazza. Our property in Soho is on Old Compton Street. In Piccadilly we are 30 yards from WHY DID YOU RECENTLY CHOOSE TO TAKE COMPANY Haymarket. We’ve had good contacts and been prepared to make a deal SPONSORED MEMBERSHIP OF THE INSTITUTE? and move quickly. We have an amazing team of people who help put a scheme together and work quickly. For our industry, there have been a number of things we’ve tried to Each time we have opened another property, we have found that other do to help or get involved but sometimes we felt we were pushing landlords have approached us. More people become aware of what at a closed door. Whereas with the Institute I didn’t feel that at all. you do. In the property world, one deal brings other deals. Also in the It was much more of a proactive interested conversation. Actually banking world, people have seen that we’ve borrowed money and repaid I guess the Institute’s aspirations match the way we see ourselves it, so you start to get a reputation. So far our reputation has been pretty growing in the future. The people in the Institute that were talking to squeaky clean. me were people that I could relate to and feel valued. In this industry, We’ve all grown up in a corporate world where over-promising and you only buy people. You buy into people’s philosophy. under-delivering is what you do. When you work for yourself, you’re much better off under-promising and over-delivering. Our projections WHAT ADVICE WOULD YOU GIVE are conservative. We’ve consistently over-performed what we said we TO ASPIRING MANAGERS? would achieve. Principles and values help you shape your way. But I am not one to WHAT ARE YOUR EXPANSION PLANS? theorise. I am much more into the practical. Ultimately you have to find your own way in life. I’m a big fan of that. There is no ideal template. It’s We only really want to be opening one or two hotels a year. We are more about you as an individual and standing out from the rest of the looking in London and Brighton. We don’t want the building company to crowd. When I think of my career, I’ve always tried to stand out in one get any bigger. shape or form. I love to travel for my holidays but I’m not interested in travelling We are very grounded in the real world at Z Hotels. We don’t set targets for business. I used to own a hotel in the Czech Republic and it was a for people that we know they won’t achieve. We’re here to enjoy what we disaster. Trying to run a hotel outside the UK, no one wants to help you. do. There are a lot of things we do to build morale throughout the company. Everyone’s there to take money off you and make life difficult and do you know what? The one thing that we’ve always tried to do with Z is Interview by Ben Walker MIH
32 www.instituteofhospitality.org
membership NEW FELLOWS Much like policemen, our Fellows are getting younger. The average age of our 2018 intake was 46. Meet a selection of our newest generation of leaders who have achieved the very highest grade of Institute membership
A STUNNING SEA CLOUD II CRUISE SHIP AS USED BY NOBLE CALEDONIA
in cargo ships but then specialising in quality passenger shipping as a senior MIKE DEEGAN FIH officer, and have been a ship manager ashore for 19 years now. On the cruise HEAD OF FLEET OPERATIONS FOR side of the business we operate expedition, pure destination cruise and river SMALL SHIP CRUISE AND TOUR OPERATOR vessels. They are a mixture of owned and chartered vessels. Part of my role is NOBLE CALEDONIA to ensure the Noble Caledonia product is the same across all ships, whether owned or chartered and no matter where in the world they are operating. So I Product is everything in our sector of the market so it is perhaps unsurprising work closely with partners to ensure the hotel provision is exactly aligned with that the head of the department responsible for total fleet management that in our own ships. (which includes navigation, technical and hotel, plus regulatory compliance Our expedition ships trade in some of the remotest places on the planet across all disciplines) is a hotelier by background. I have been involved with such as the Antarctic, the remotest parts of Papua New Guinea and Central catering afloat for my entire 40-year career. I spent 21 years at sea, initially America and the rarely-visited Pacific Islands. The challenge here is one
34 www.instituteofhospitality.org membership
ECCLESTONE SQUARE HOTEL, LONDON
of logistic supply - to ensure the cuisine offered and hospitality generally separate cloud-based technology systems, including new property remains five star. We support our hotel managers afloat in ensuring they management system Mews with Airwave and Otrum to realise a practical, are able to offer a local delicacy to supplement the daily menu as often as real-time, AI-incorporated solution for guest information, entertainment possible. This is an important part of the overall experience for our guests. and property management. Last year I oversaw the total refurbishment of the lounges and 31 cabins in It has been at least two years in the planning. Moving away from our expedition cruise vessel Serenissima during a refit at Las Palmas de Gran Opera was a huge decision; it has been the actual backbone of the hotel’s Canaria. Unlike a hotel ashore, we have the luxury of a period out of service operations since before we opened. In hospitality, to adapt is to thrive every 18 months or so for dry docking. But we have severe time pressures to and we want to not only meet, but anticipate the changing dynamics of ensure the extensive work packages are completed in the short time available consumer behaviour, which today, is mostly dictated throughtechnology. as guests expect to join a five-star cruise vessel on the first cruise after refit, What will this mean for guests? Everything, from looking to booking not a building site! Thus pre-planning ensures success. This year we shall to chilling to checking-out. Guests staying this summer will be the first to further upgrade this ship and similarly upgrade three others across the fleet. enjoy new state-of-the-art hospitality. They will be able to stream new- Refurbishments and the maintenance of (what we refer to as) absolute aesthetic release premium movies for free and revel in a continuation of personalised standards are just part of the remit of the department I am proud to head. content like Netflix, YouTube and BBC Player on screens with 4K resolution. I have been a member of the Institute of Hospitality for very many years Complimentary smartphones with in-built concierge services are at the (and the HCIMA before) so I was truly humbled to be made a Fellow. The heart of the experience, which can also connect guests to landlines and mobiles, status this affords me in the industry is invaluable. My focus as a Fellow globally, free of charge as well as providing endless roaming and browsing. now is to mentor the young people in our industry afloat to strive for higher standards, to study for qualifications, and to support them in that aim, and to identify and encourage the supervisors, managers and senior managers KENNETH N. IVORY, MBA, FMP, CFBE, FIH of tomorrow. I am proud that we retain our talent for many years, both VICE PRESIDENT OF OPERATIONS FOR CREATIVE ashore and afloat. It is extremely fulfilling to watch colleagues become more DINING SERVICES, MICHIGAN, USA accomplished and achieve the promotions they deserve. Creative Dining Services is a contract food service management organisation based OLIVIA BYRNE FIH in Zeeland, Michigan, USA. We currently OWNER, ECCLESTONE SQUARE HOTEL, LONDON provide dining services for over 70 clients in 13 states. Our market segments 2019 will see the completion of Eccleston include college and universities, business Square Hotel’s first major hotel-wide tech and industry, senior services, healthcare, upgrade since we opened our doors to conference centres, retreats and camps. the public in 2011. Whilst the hotel has Professionally this year I am focused enjoyed an uninterrupted reputation for on driving our current initiative with the National Restaurant being one of the most technologically Association’s ServSuccess™ professional restaurant certification advanced hotels in the world, we are programme. We recently participated in their pilot program and also pioneering behind the scenes to again certified 22 of our leaders as Certified Restaurant Professional (CRP), elevate our hospitality proposition. Certified Restaurant Supervisor (CRS), and Certified Restaurant Stepping away from Oracle’s traditional property Manager (CRM). This intentional strategy is to drive recruitment and management system Opera, we are integrating fiercely efficient and retention in the hospitality industry.
www.instituteofhospitality.org 35 membership
Personally, I am focusing on modifying my dining habits to a more descend on me for a taste of all that London has to offer. ‘plant-centric’ diet by consuming more fruits and vegetables, whole It’s a great honour to become a Fellow and I look forward to joining others grains, nuts, seeds, that supports my personal goals of eating healthier dedicated to developing the leaders of the future in the hospitality industry. and my personal commitment to sustainability. The Institute Fellowship serves as a global professional organisation that provides me the opportunity to connect with NICK LEACH FIH distinguished international leaders in our industry. The Institute HEAD OF CATERING SERVICES Fellowship also provides ongoing professional development UNIVERSITY OF PORTSMOUTH opportunities, industry research, best practices, and innovation via the Knowledge Centre. We are a large modern university with 26,000 students and 3,000 staff spread across the city of Portsmouth. I oversee the LIZ MCGIVERN FIH coffee shops, refectories, bars, commercial VICE PRESIDENT OF outlets, events business and halls of residence. PEOPLE AND CULTURE This year we are planning for any Brexit effects on our supply chain RED CARNATION HOTELS and any possible issues with our workforce. We continue to grow our outside events business, engaging with more external companies to I am based in London but my role is worldwide bring income into the university. We are working to remove all single and I work for all our 17 luxury hotels in London, use catering plastics from across campus by the end of 2019. We have Florida, Ireland, South Africa, Geneva, Guernsey and made some big changes so far by removing straws, cutlery, cups and re- Dorset and we are expanding again soon. introducing glass milk bottles. It is a great privilege after 43 years in the This March we held our second ever global People & Culture catering and hospitality industry to be invited to become a Fellow. I am conference in London and were joined by all our teams who shared looking forward to the networking, training and professional support. best practice and discussed topical, company-wide issues. We are also organising our Staff Appreciation Party where we are joined by our colleagues from out of London too, flying in from everywhere to celebrate ALAN AINSWORTH FIH success and recognise those who went above and beyond the call of duty SITE PROJECT MANAGER SUB-CONTRACTED BY in 2018. Our Founder and President, Mrs Tollman and all the Tollman EXXONMOBIL, LNG PLANT SITE, PAPUA NEW GUINEA family take a personal interest in our global team and like to thank each of us for a job well done. New construction at the LNG Site is planned within the next two On a personal level, I am trying to get out and about even more this years. My aim is to head the project for all facilities. For me, Institute year to talk to educational establishments up and down the country about Fellowship means prestige and recognition for all the ups and downs what a brilliant opportunity a career in hospitality is, trying to attract one has to go through in their career. All the pains and sacrifices talent to the industry even though universities seem to be dropping away you need to make in order to succeed. Hopefully I can advise and from teaching hospitality at degree level now. I firmly believe we all have encourage the next generation to never give up on their aspirations. a role to play in talking to people about hospitality and encouraging people to join the industry in the position that suits them best, as there’s something for everyone. I am also investing a lot of my time in our Degree Apprentices who are studying and working with us, ensuring they are happy and successful!
PHILIP M. BARNES FIH REGIONAL VICE PRESIDENT AND MANAGING DIRECTOR, THE SAVOY
The Savoy is a world-famous property with a 130 year reputation for excellence and innovation, What’s important now is that we look to the future, creating experiences through FRANCISCO MACEDO FIH new ideas and originality that will ensure OPERATIONS DIRECTOR our guests continue to be inspired to stay CLIVEDEN HOUSE with us for the next 130 years. We will achieve that through placing even greater Both professionally and personally, emphasis on our people here at The Savoy; our 2019 is proving to be a fantastic year colleagues, our ambassadors, and our partners. with several projects in the pipeline; as we In addition to the ongoing needs of the Savoy and the other properties continue to innovate our offering at Cliveden that fall under my remit as regional vice president, a major focus for me House. Achieving Fellowship of the Institute of Hospitality has been is to continue to support our sales and marketing efforts in different an aspiration for many years; and I am delighted that I have achieved markets, so travel takes up much of my time. On the personal side, I have it and look forward to continuing to mentor and guide others to three fantastic adult children who, despite living in far-flung places, often achieve the same.
36 www.instituteofhospitality.org
ALLERGEN MANAGEMENT FOOD ALLERGY MOCK TRIAL
A recent mock trial event drove home the importance of getting allergen management right. Hospitality operators found the event innovative, entertaining
and informative. Caroline THE JUDGE HOLDS COURT AS THE Benjamin MIH reports ACCUSED IS SENTENCED
his March, Food Allergy The trial • High: serious: or systematic failure within Aware, in collaboration with The room was set up as a courtroom with members the organisation. law firm Blake Morgan, ran of the Blake Morgan legal team taking on various • Medium: offender fell short of the a Food Allergy Prosecution roles. Formalities were in place when everyone got appropriate standard in a manner that Mock Trial Event. The case to their feet on the judge’s entrance! falls between descriptions of ‘high’ and Twas based on a fictional restaurant The charges were: ‘low’. Systems were in place but were not called Baby Basiletti’s who were • Charge 1 company unsafe food supply sufficiently adhered to or implemented. promoting their ‘allergen free’ dishes. (article 14 of Regulation 178/2002) • Low: offender did not fall far short of the Customer Ruby Denver was out to • Charge 2 company labelling /description appropriate standard e.g. significant efforts celebrate her 50th birthday with her failure (article 15 of Regulation 178/2002) were made to secure food safely. two teenage sons; one with a sensitivity • Charge 3 company general management The jurors were then given a series of points to to gluten and peas, and the other a failure/failure to have records separate to consider when reviewing the sentencing; severe nut allergy. incident (article 5 of Regulation 852/2004) 1. The organisation’s annual turnover is Two issues occurred. Firstly, due to the head • Charge 4 director relates to Charge 1 considered to enable a starting point chef’s limited English, a standard recipe of ‘lamb • Charge 5 director relates to Charge 2 for the fine. Further adjustments are and mint pea fusilli’ was changed by adding The company pleaded guilty to charges 1-3 considered for aggravating and mitigating cashews, and the dish was stored in a container prior to the trial date. However, director Mr features, including culpability and risk NOT marked up as containing nuts, not in line Basiletti himself pleaded not guilty on the day which could increase the seriousness or with the restaurant’s policy. Secondly, the ‘gluten of the trial, and as such, the trial changed to a reduce the seriousness of the charges. free Torino green pea fusilli’ was recalled due to a sentencing hearing. 2. Is the proposed fine based on turnover manufacture’s contamination incident. The product The audience were asked to be jurors, assisting proportionate to the overall means of the was found to contain gluten. with the sentencing as appropriate for each charge. offender? In summary, Ruby’s son with the nut allergy In groups they reviewed the handouts; evidence 3. Consider other factors that warrant received the pasta dish with cashews and the pertaining to the charges and the Definitive adjustment of the proposed fines. other son with a sensitivity to gluten and peas Guidelines for Health and Safety Offences, 4. Consider factors which indicate a was served the recalled pasta containing gluten Corporate Manslaughter and Hygiene Offences for reduction, such as assistance to the and peas which made him feel ill, but not England and the UK. prosecution. seriously so. Fortunately, the nut allergic son did The jurors were asked to determine the 5. Reduction for a guilty plea. not eat his pasta and as such this was classed offence category: 6. Compensation and ancillary orders - the a near-miss which could have ended in tragic • Very high: deliberate breach of or flagrant court can issue a prohibition notice, circumstances. disregard for the law. preventing the defendant from running a
38 www.instituteofhospitality.org ALLERGEN MANAGEMENT
a small investment of time and resource could benefit my customers and how much it could save to the business.” Derek Thompson, Gluten Free Ireland, said: “Entertaining! The legal eagles who acted as the prosecution, defence, judge and court officials did a remarkable job keeping the narrative going in a totally believable way despite this being a fictitious case. It really was an education to hear the various sentencing arguments put forward as the parties tried to decide on a suitable sentence for the defendant, bearing in mind the fact that he had pleaded guilty to the offences. It was interesting to see how the current Sentencing Guidelines come into play in such a case. Who, outside the legal system and convicted felons, even knew they existed?” Learning outcomes The issues raised during the Mock Trial highlighted the importance of accurate allergy tables. Companies like Erudus can ensure that the correct information is present when creating allergy tables. Businesses should not treat these tables as an afterthought or tick-box exercise. • Documentation is absolutely everything when it comes to allergens: not complex lists, but easy to implement systems that staff buy into. • Being reckless will not necessarily result in death, but not communicating effectively across your business if you are preparing THE AUDIENCE ACTED AS THE JURY and serving food and drink is reckless. • Lack of training and staff awareness is also neglecting your team. Criminal offences can occur even without harm. food service business in the future. Clifton Foodservice Consultants, said: “Seventy • Ignorance is no defence in court. 7. Totality principle: considering all offences. people were transfixed for 90 minutes as the It is essential that food businesses have a food 8. Reasons, Section 174 of the Criminal prosecuting barrister laid out the case and we all allergy policy separate from the food management Justice Act 2003 imposes a duty to give took it seriously. I can only say how impressive system, and a version is available both internally reasons for, and explain the effect of, the and immersive this was, as we all played the part and externally, adapted as appropriate, and that sentence. of jurors.” staff are aware of their responsibilities within the Susan Alexander, Aaron Scott and Black policies. The first steps for creating an effective food The verdict Training, said: “We realised from the Mock Trial allergy policy are: The jury was split between ‘high risk’ and ‘medium that mistakes might easily happen at times • Externally audit your allergy procedures in risk’, with some electing to go ‘very high risk’ when a food business is very busy, understaffed, line with HACCP with a specialist allergy due to the potential near miss. The trial included or if information about a customer’s allergy auditor. courtroom banter, with the judge intercepting isn’t communicated to the relevant staff. For • Review your allergy tables and their back at key points highlighting areas of concern, and whatever reason mistakes are made, it was clear up information. keeping the barristers in check when they stepped that there is no excuse in the court of law, and I • Encourage your outlets to check the out of line. think the Mock Trial really brought it home just allergy information on receipt and raise The proposed fine to the restaurant was how unpleasant it would be for a food business issues . £12,000, with additional court costs of £24,000 operator to feel responsible for causing a • Mystery diner experiences specific to the and a personal fine to Mr Basiletti, the company customer to suffer a severe allergic reaction, and FreeFrom customer. director, of £2,880 with the penalty totalling nearly to find themselves (individually or as a company) £40,000! before the criminal law courts.” Caroline Benjamin MIH is the founder of Food Pascal Meril, catering services manager, St Allergy Aware Feedback Joseph’s Hospital, said: “The event made me think Visit: https://www.fatc.co.uk/ Attendees came from all sectors of the about my own practice, challenge what I do and Access Caroline’s Management Guide and hospitality industry and feedback from the day look to re-enforce my current allergen management Webinar via our website: was extremely positive. Alison Cullin-Woodcock, systems. The Mock Trial helped quantify how much www.instituteofhospitality.org www.instituteofhospitality.org 39 advertorial Enhance your career prospects with Auguste Escoffier
If you are already working in the catering and hospitality industries, you may feel that you know all that you need to know, or that you can learn new skills on the job. But by going back to school – arguably the UK’s leading culinary school – you could quickly gain new skills and turbocharge your career
estminster Kingsway’s You will benefit from learning in London, School of Hospitality at Westminster Kingsway’s Victoria campus. and Culinary Arts in With over 100 years of history, we have London’s Victoria, has trained hundreds of chefs and every year trained a galaxy of our students graduate into culinary and Wculinary stars – from Jamie Oliver and Ainsley hospitality jobs in the finest hotels and Herriot to John Williams MBE (Executive Chef restaurants. The college’s unrivalled location at The Ritz London) and Launceston Place’s gives you access to some of the industry’s Head Chef Ben Murphy. Our range of high- top employers, who look to Westminster quality culinary courses include the Escoffier Kingsway College graduates first to hire. Diplomas – specifically aimed at practicing The Grand Escoffier Diploma has been professionals, to give them the edge that they designed to offer you flexibility on how you need to take their careers to the next level. learn. The Diploma offers you a ‘bespoke mix’ To help you make a leap forward in your of educational packages, that allows you to practice, your education at Westminster create your own practical-based culinary Escoffier Grand Diplomas. In acknowledging Kingsway will transform the way you perceive programme, whilst completing the Level 2 our historical ties with Auguste Escoffier, an food. Our expert chef lecturers will help you RSPH Food Safety in Catering certificate. iconic and transformative professional of culinary develop the way you think about the concepts Simply select three modules from the six on excellence, the college upholds its determination of agriculture, ethical sourcing, sustainability, offer, all of which aim to provide you with a and commitment to further advance the skills, provenance and seasonality. We can help comprehensive foundation in the art of either knowledge, education and experience of everyone you translate your new knowledge and patisserie and/or savoury cooking, all delivered who steps through our doors. understanding into a better job, thanks to by our expert chef lecturers at a maximum our excellent links with industry, built on our student to teacher ratio of 12:1. To find out more contact us on tel: 020 reputation for excellence. We are proud to be able to offer The 7963 4181 or visit: www.westking.ac.uk
40 www.instituteofhospitality.org a4 3mm bleed.indd 2 12/03/2019 15:06 PAYMENT TECHNOLOGY
EPOS APPS AND PAYMENT Payment technology is advancing in a number of new directions, with personal smartphones playing a central role. Security concerns remain. Ben Walker MIH reports
tatistics over the last few years (payment brands and their slice of the fees). PIN on glass have shown a drop in cash and For example, WeChat Pay is China’s Not only are an increasing number of cheque payments and increasing fastest-growing payment method. Originally consumers using their phones as the means of using of electronic payments. a messaging app (like WhatsApp) WeChat payment, a smartphone or tablet can now also In the UK, cards overtook cash has evolved into an ecosystem that allows be used to receive payments. Spayments in 2018, caused in part by the rise Chinese shoppers to chat, browse, and make In the past, small businesses had to make the of contactless cards being the easiest way to payments, all in one place. WeChat payment choice between accepting cash only or making pay for transactions below £30. services were free up until the summer of an often costly commitment to renting a card Electronic payments consist of payment 2018. Since then some nominal charges have terminal. Now smartphones or tablets can cards or paying with a phone where the phone been introduced. accept card and contactless payments thanks can either store card details or bank account In Europe, the Payment Services Directive 2 to installing an app. These apps accept chip and details and the payments are either via the card and open banking will drive new innovation in PIN, contactless cards and digital wallets and or direct from the bank. In Europe, there is a the payment market in the near future. We may the names of apps available to UK businesses tradition of payment cards being used, but in see a move away from the traditional piece of include iZettle, Square, SumUp and Paypal. Asia and Africa alternatives to payment cards plastic being used, towards what is happening Peter Moore, CEO of It’s Lolly, comments: are popular as they take out the middle man elsewhere in the world. “These new apps are being referred to as PIN
42 www.instituteofhospitality.org PAYMENT TECHNOLOGY
on glass applications. PoG is the touch screen, of secure hardware and data protection or glass-based capture mechanism. I think it is mechanisms in phones in the future, a mobile only a matter of time before this technology device could be the sole device needed to take becomes commonplace – perhaps during the payment cards. But this is not in the near future.” last quarter of this year. Mobile-enabled EPOS Generally speaking, hospitality businesses will be attractively priced. We will see increasing appear to be particularly vulnerable to security numbers of mobile apps being created. Overall breaches. In recent years, many breaches have this will enable entry-level merchants in the occurred in the United States and China. A sector to start taking payments.” recent victim of a malware attack was the “Generally, we are seeing a great deal Earl Enterprises restaurant and entertainment more mobile-based payment through the group. Hackers used a POS malware to syphon introduction of pre-order applications such payment card data from point-of-sale systems. CASE STUDY: TAPPIT AND as Deliveroo and mobile wallets, like Yoyo. The malicious code was designed to capture AUSTRALIAN GRAND PRIX Obviously much of this growth is through the card numbers, expiration dates and cardholder younger generation, and those used to adopting names. Around 2.15 million stolen card details tappit provides cashless payment to some new technologies.” from Earl Enterprises transactions were of the most high-profile venues and events reportedly found up for sale on the dark web. around the world, including: Manchester Security In recent years, data breaches have affected City Football Club, Birmingham City PIN on Glass may enable more merchants to a number of hotel groups including Hyatt, Football Club, Bestival, Emirates Airline accept cards and digital payments by offering Hilton, Starwood, Marriott, Trump Hotels Dubai Rugby 7s, Creamfields, Abu Dhabi advanced security at a lower cost than before. Collection, Mandarin Oriental, Radisson, IHG Grand Prix and the World Surf League. However, others believe that the security and Huazhu Hotel Group. This March, Formula 1 Australian of such EPOS apps still has some way to go. Williams comments: “EPOS is very popular Grand Prix 2019 joined forces with tappit Software-based PIN entry introduces new for the industry as linking the till to the inventory to enhance the live experience for over vulnerabilities that must be addressed. Geraint and other systems makes it more efficient for 300,000 F1 fans in Melbourne. The Williams, chief information security officer at the merchant. The trick is keeping the payment cashless solution, which was a prepaid IT Governance, says: “The payment brands are card data segmented from inventory etc. to ease contactless wristband, did two things: concerned about card details passing through PCI DSS compliance. There are also increasing • Reduced queue times when paying for the retailer’s mobile phone or tablet rather than moves by attackers to target EPOS/POS systems food and drinks so fans could spend more through a standalone pin-entry device. as one of the weak links in the payment process. time enjoying the thrill of the action. There are many devices that allow the secure Modern card readers encrypt the card details • Provided rich data to event organisers capture of card data through plug-in card readers within themselves and transmit strongly into where, when and what the fans and pin pads bypassing the phones hardware, but encrypted data to the payment processor. The were buying. the Payment Card Industry Security Standards only place data is insecure is in the memory in It was an exciting development for the Council (PCI SSC) has developed software the reader as it gets read and encrypted. Hence Australian Grand Prix with a clear focus standards to allow the entry of PIN on glass memory scrapers are part of malware targeting on the future. After testing cashless providing there is adherence to strict software POS systems. This malware will target many of technology in three locations at the and infrastructure guidelines. the POS systems and has been seen on multiple Albert Park circuit in 2019, the aim is to It is foreseeable that with the development operating systems.” expand the service to the entire event in subsequent years. With approximately 300,000 fans attending the event over four days, and a multitude of sponsor activations beyond food and beverage outlets, the partnership is an exciting prospect for fans and organisers alike over the coming years. Jason Thomas, CEO of tappit, said: “We’re delighted to be an official Event Supplier of the Formula 1® Rolex Australian Grand Prix 2019. One of the exciting things about providing tappit’s cashless solution to an event as prestigious and high-profile as this is that we can provide rich data into where, when and what the fans are buying. We’re excited to grow with the Australian Grand Prix Corporation over the next three years and together improve the event experience for all attendees.” Visit justtappit.com
www.instituteofhospitality.org 43 PAYMENT SECURITY
HOW WOULD YOU LIKE TO PAY TODAY?
As cashless payment methods develop and evolve, security protocols must keep pace, writes Genevra Champion
eople have been offering hospitality PECR (Privacy and Electronic Communications • Implement application control to block or to others since the dawn of Regulations). restrict unauthorised software. civilisation. However, payment These three sets of regulations overlap, and methods are rapidly evolving, while if you are capturing and using customer data for • Passwords the basic premise of a restaurant or profiling and marketing, then you must comply with • Don’t use default passwords. Photel is essentially unchanged. all three. To understand the requirements better, • Don’t use the same password for multiple There has been extensive growth and change visit www.itgovernance.co.uk for more information. accounts. within the payment landscape in recent years. In the meantime, here are some key areas • Use multi-factor authentication where Mobile payment, pay at table, self-ordering kiosks to consider: available. and click & collect are just some of the ways that • Safeguard customer data. consumers now expect to be able to pay. With Physical security • Avoid collecting and storing excess headlines of ‘cashless Britain’ appearing in the news, • Ensure that your POS area is secure. customer data – only capture what you this multi-channel, tech-led trend looks set to Consider using CCTV for 24-7 security need and keep it for an appropriate length continue. The recent Access to Cash review reports monitoring of the area. of time. that cash payments could fall to just 10% of all • Make sure your payment devices are • Ensure you’re compliant with the PCI DSS, payments in the next 15 years. compliant with the latest security as well as the GDPR, DPA 2018 and PECR. There are many benefits to modern payment standards, as defined by the PCI SSC methods. Consumers and businesses alike (Payment Card Industry Security • Train your staff appreciate the improvements in flexibility, choice Standards Council). • Conduct regular security training to and speed. Organisations are also tapping into • Routinely inspect your payment devices ensure your employees are aware of and the surrounding opportunities presented by the for any signs of tampering and maintain a understand the requirements. increase in digital payments. record of the serial and model numbers of • Store your policies on customer data These opportunities include improving consumer those devices. use, storage and retention somewhere engagement through in-app ordering, push employees can easily locate them. notifications and loyalty schemes, recording details Network security of customers’ allergies and dietary requirements, • Run your POS system on a separate Data security isn’t something you do once and through to implementing automated marketing network and use data encryption software then leave to tick along. It is a constant project as programmes powered by AI (artificial intelligence). to encrypt the confidential payment data. technologies, standards, and the methods used by So far, so appealing. But what are the risks? • Regularly audit your network to check for cyber criminals are continually evolving and your In essence, it’s all about data management weaknesses and ensure that hardware and operations need to keep pace. Ongoing compliance and security. You might recall reading about the software is compliant. enables you to better protect yourself and your PCI DSS (Payment Card Industry Data Security customers, while reducing costs and ensuring the Standard) in our last article. However, the • Maintenance of software and apps service you provide is of the highest quality. data captured – and the way organisations are • Keep software updated and use an For more information and assistance, visit starting to use it – is closer to the world of the antivirus programme. www.itgovernance.co.uk GDPR (General Data Protection Regulations), • Uninstall programs or plugins you no Genevra Champion is sector marketing the DPA (Data Protection Act) 2018, and the longer need. manager – retail, GRC International Group
44 www.instituteofhospitality.org BEVERAGES
TEA IN HIGH-END HOSPITALITY
Tea can be matched with food in much the same way as wine. Tom Price reports on the increasingly important role that tea is playing in the luxury market
ING’s teas are: “the perfect grand a different aspect of the tea with each sip. This at Dabbous more than five years ago that finale to a meal at the Fat Duck.” This style of making tea usually involves the tea paired marvellously with JING’s Dragon Well is a testimonial that JING Tea has being made in front of the guests and the host is green tea. proudly repeated to many prospective able to engage with guests throughout, perhaps The prerequisite for any such outstanding customers over the years. But no explaining more about the tea and pairing is an outstanding tea: one J longer is tea just the final act. Instead guiding the tasting. with exceptional clarity of it is taking a leading role in creating the Inspired and informed flavour and, in JING’s view, culinary experiences and theatre demanded by by the profound tea one that expresses the guests in high-end hospitality. culture of China, we unique character One way in which tea can enhance any have essentialised of its origin, just menu and delight guests is by pairing with those traditions as Dragon Well each course, in much the same way as wine. and redefined is famed for The principles guiding any pairing are also them for hazelnut and much the same from wine to tea: matching a Western chestnut notes. textures and looking for contrasting and audience. In Single- complementing flavour notes. the context of origin There are certain challenges to overcome, a fine-dining specialty particularly for an extensive tasting menu. For tea pairing, tea teas offer example, the logistics of making multiple cups can be made to a an enormous of tea coordinated in timing with each course, precise recipe back range of complex or fine-tuning serving sizes to not present of house and a tasting tastes and textures, the drinker with too much liquid – something cup brought to the table, with as much scope for that can also help the tea come to a drinkable with optional pitcher. The connoisseurship as wine, temperature more quickly. Hot tea is always restaurant’s tea sommelier engages and can be the star of any menu. best made fresh and served immediately, the guest by introducing the tea and the By redefining tea’s potential as a culinary otherwise the aromas are lost as the tea cools. pairing rationale. experience, through quality ingredients and The Chinese gongfu style of making tea uses Overall, the impact of tea pairings on innovative service styles, JING aims to be not a single small teapot. The tea is decanted into diner experience can be a revelation. The just the perfect end to a meal but also the a pitcher and poured into tiny cups, perfect for pairings that work create a real wow factor perfect tea partner in high-end hospitality. tasting. Indeed, the traditional advice is to drink and a lasting impression. I still recall a dish from the small cups in three sips and appreciate of asparagus and hazelnuts cooked in butter Tom Price is senior tea buyer at JING Tea www.instituteofhospitality.org 45 product review GRILLS, BARBECUES AND COMBI OVENS When summer arrives, out comes the barbecue. But for commercial operators, whatever space you have available, flame-grilled dishes are easy to produce both indoors or outdoors and all-year-round. Ben Walker MIH reports
here are a number of factors to consider when purchasing commercial grills and barbecue equipment. You will most likely consider space, energy efficiency, ease of cleaning and speed of cooking. But even before looking at the characteristics of any potential new kit, you need to look Tat the equipment you already have. Can your existing combi oven act as a rotisserie oven or grill or barbecue? Accessories such as smokers and grill plates can add even greater versatility to combi ovens. These features reduce the need for numerous single purpose machines. This, in turn, reduces the amount of floor space occupied by equipment - a key objective in the everlasting struggle with SMOKER AND GRILL PLATES CAN ADD REAL VALUE TO A COMBI the limited space available in most modern commercial kitchens.
Integration means that not only is the quality of the food improved but the range of Dan Loria, Director, Certa Catering Equipment, comments: “Used correctly, final dishes is increased due to the multiple cooking levels, and therefore smoker and grill plate accessories can add real value to a combi. They allow temperature options, within the chamber. Designed to ensure that the the chef to broaden the menu and serve dishes that offer a real point of rich, smoky flavour associated with barbecue cooking no longer has to be difference because of the way in which they have been cooked. This is a reserved for when the weather is at its finest, the ovens bring all the benefits benefit that is frequently overlooked by purchasers who are not cooks/chefs.” of outdoor cooking and alfresco dining, inside.” Simon Lohse, managing director of Rational UK, adds that accessories are available for Rational’s SelfCookingCenter so it can be used for rotisserie Space premium cooking. Traditional rotisserie ovens may have a long preheat time, large As we have seen, space is likely to be a key consideration for many footprint, and energy efficiency issues but the SelfCookingCenter overcomes hospitality operators. So what do you do if you don’t have room for a these problems. By using Rational’s rotisserie accessories, such as the lamb traditional charcoal oven, wood burning oven or barbecue but still want to spit and chicken super spike, chefs are able to offer a range of flexible menu introduce authentic flame cooked flavours and textures? choices without purchasing additional equipment. In smaller organisations this Alex Shannon, managing director, Sous Vide Tools says: ”We are seeing a can have a big impact on costs. rise in the use of Japanese Konro barbecues. These small, tabletop barbecues By using the chicken superspike, chefs can cook up to 96 chickens in only use special Sumi Binchō-tan charcoal which burns at a lower temperature, 40 minutes. As the chickens cook vertically, they create a ‘chimney effect’ and for much longer than ordinary charcoal. As a result it doesn’t taint which drastically reduces the cooking time and leaves the breast meat juicy the food, making it ideal for sealing in natural flavours. The compact size and the skin uniformly browned. The lamb spit accessory allows chefs to easily and shape of the Konro bbq makes it perfect for cooking skewers of meat prepare and cook a whole lamb or suckling pig. or sliced vegetables and, because the food is only inches away from the charcoal, the juice that drips down evaporates instantly to produce a smoky Indoor charcoal ovens cloud that infuses it. The high temperature is also perfect for creating crisp Such equipment innovations mean that grilled and barbecued foods are no caramelised skins on chicken and other meats.” longer the preserve of outdoor equipment but can easily be prepared inside and all-year-round. All-weather alfresco Josper Charcoal Ovens supplies a range of indoor appliances There is no doubt that the popularity of alfresco dining has risen dramatically manufactured using traditional methods. Steve Morris, sales director at in recent years, as establishments look to utilise unused outdoor space to Jestic Foodservice Equipment, says: “The enclosed nature of the Josper oven enhance their offer and at the same time increase revenue.
46 www.instituteofhospitality.org product review
heat source only when a tray is placed into the unit. This makes it very energy efficient. In addition, the instant heat-up and precise temperature control save more energy as well as time. It takes up little space and can be sited on a table, counter-top or wall mounted.” Self-cleaning Ease of cleaning is another factor to consider, especially when it comes to rotisserie ovens. Mark Hogan, commercial director of Foodservice Equipment Marketing (FEM), says: “Rotisserie cooked chickens and other meats create mess as fat drips JOSPER CHARCOAL OVENS out as they rotate. While they look good and smell delicious, it’s also important for chefs to have equipment that is easy to clean.” The new self-cleaning electric rotisserie oven from Alto Shaam, Indeed, many restaurants and pubs have taken to offering a more supplied by FEM, offers safe, simple and efficient cooking and a self- relaxed dining experience using exterior bbqs, pizza ovens and grills to cleaning design. A built-in automatic grease collection system pumps create an alternative to the more formal menu available inside. And there excess grease into jugs during the cooking process, that can be easily is no need to wait for the summer months to put such options on your removed later for safe and quick disposal. menu. In many parts of the world, even those with similar climates to the UK, it is popular for restaurants to have a permanent outside kitchen which can relieve pressure on the main kitchen at busy times. Antony Ward, Brand Manager, Hendi, comments: “The UK has perhaps been a little slower to adopt this all-year-round approach to alfresco dining than some of its neighbours, especially those in Scandinavia, but it is certainly showing signs of trying to make up for lost time!” Recognising this trend, Hendi UK has brought a wide range of gas and charcoal outdoor cooking appliances to the UK market, along with save this ad with bleed and marginTHE JAPANESEspec if KONRO reordered BBQ other complementary accessories, such as outdoor heaters, to help establishments create the ideal alfresco dining experience. Speed of service When it comes to speed of cooking and service, suppliers have some ® interesting tips too. Shannon observes: “We are seeing more and more establishments combining fire and flame cooking with sous vide in order to achieve the Commercial Outdoor Equipment authentic taste, texture and flavour of pitmaster cooking but with the consistency and food safety of sous vide. This method is particularly Simple and Versatile advantageous for higher volume operations as the ingredients can be ...35 years a Legend! cooked sous vide in advance and then finished to order on the bbq or grill.” And there are other added benefits too - higher yields and shorter waiting times for the customer. Essentially this is ‘reverse searing’ whereby the food is cooked slowly at low temperature to begin with and then finished on the bbq in order to achieve caramelisation, rather than being placed directly onto the bbq from chilled. Once it’s on the bbq, further zest can be added to the food by smoking it over flavour-infused wood chips if desired, Shannon advises. David Rees, marketing manager of Taylor UK also thinks that speed of cooking is a major trend in commercial grills. He says: “Taylor’s new clamshell grills are two-thirds faster than a traditional flat grill because they are able to cook both sides simultaneously. Increased cooking times allow kitchens to speed up orders, reduce the amount of time that food is held • Powerful and Dependable and can help reduce waste.” • High Capacity for faster profi ts The chef can set different temperatures for the top and bottom plates as they are controlled independently. Taylor’s clamshell grills evenly cook food • Folds to 7½ inches for easy storage Celebrating by providing even temperatures across the entire surface and automatically • Cooking heat achieved in less than 5 minutes 35 YEARS in business applies the exact pressure to the product for the best results. The grills • High pressure burners unaffected by wind are safer too, as they will automatically open at loss of power of if an obstruction is detected. They can cook a range of items including bacon, • Internal self-cleaning – means no time lost eggs, pancakes, burgers, kebabs and even fish fillets & shellfish. Speed and energy efficiency are key factors for Shaune Hall, product development chef at Falcon Foodservice Equipment. She says: “Falcon offers a range of technically advanced grills, including the E600 Rise and Fall Grill, which uses automatic plate sensing technology to activate the T:01524 262900 www.cindersbarbecues.co.uk www.instituteofhospitality.org 47
A POSTCARD FROM Australia
ust a few days ago my 68th birthday came Then my whole life changed in 1989 when the Christopher and went in style on the Island of Bribie, one company was sold off and mass redundancies ensued. John Dale of the largest inhabited sand islands off the What to do? I moved my whole family to Australia, FIH gives a coast of Australia about an hour’s drive from which I might add is where my wife is from. snapshot of the Queensland capital of Brisbane. This In various positions over the next four years, I J means that I have been involved in the picked up different ways of working and soaked up his evolving hospitality industry for 52 years. new experiences. Finally, I moved into hospitality professional My first experience was at the age of ten winning a jam in mining. Well, what a shock to the system this journey from tart-making competition in the local church school and at 14 was, with the logistics of running a camp for 1,500 in a local fish shop helping out on a Saturday. This is where in the middle of nowhere making sure that three Cheshire to I learnt my knife skills without injury. School life progressed square meals were served every day. We had three the Southern and catering college in Sale, North Cheshire. At this time, 40ft trucks arriving each week, journeys that took as Pacific there was no hint of the journey I would embark on. much as 72 hours, coming across some of the most Following a dream of travel, hospitality opened up inhospitable landscape imaginable. This existence from the day I left college. Learning the trade in all continued in various parts of Australia and in the its changing facets from beer cellars to commercial islands of the South Pacific. kitchens feeding 1,000 people; I worked at Claridge’s A change of direction came in 2014 and a decision in accounts, and during banquets in the Savoy’s River to take rest and relaxation. This did not last long. With Room. Then I went to sea with P&O, an experience not a decision to give something back to the industry, to be missed: 11 years and nine times round the world I upgraded my qualification and added a Cert 111 on ten different ships. What a fantastic experience, in Hospitality A Cert IV in workplace training and ending as a deputy purser in 1983. I would encourage assessment and a Diploma in Hospitality Management any hospitality professional to follow the life at sea as and then started my business. Presently the business the learning experience is the foundation to all others. is helping people to use their experience to obtain I then became an area manager with Grand certification in hospitality via RPL (Recognition of Prior Metropolitan running 21 English pubs under the Chef Learning). All of the above and my present situation is and Brewer Badge. It was a great experience in a what the hospitality industry means to me. Christopher John Dale FIH country I had seen little of and I enjoyed the experience I am always looking for ways and means to expand is a hospitality consul- and professionalism at a different level. We used one both business and knowledge and will continue to do tant, workplace trainer of the first computerised systems, with accounts being so. If nothing else, this industry needs you to keep your and assessor. posted every Sunday night. For the mid-1980s, this was mind and body active and fully charged so exercise for Email: [email protected] quite revolutionary. both mind and body is imperative to survival.
www.instituteofhospitality.org 49 what’s on?
uk EVENTS INTERNATIONAL EVENTS WEBINARS 10 JUNE, 5PM-11PM Institute of Hospitality, AGM, Annual Dinner & Awards 2019 Waldorf Hilton, London All members are welcome to attend our AGM which is from 5pm-6pm. Please book in advance on our website. Then join us for the Annual Dinner & Awards 2019 commencing with a drinks reception, followed 7 MAY 3PM UK TIME by a delicious three-course dinner with coffee and wines to complement the menu. During the evening we Institute webinar: Food waste: target will reveal the winners of our prestigious Annual Awards and the Hospitality Assured Awards. measure act https://www.instituteofhospitality.org/events/ WRAP’s Eleanor Morris and Pete Rayner with the latest on food waste reduction workshop. https://www.specialityandfinefoodfairs.co.uk/ 16 MAY 6.30-11PM 5 JUNE 3 SEPTEMBER 3PM UK TIME Southern Branch Student Awards 2019 Institute workshop: Adding value to your Institute webinar: workplace capability Balmer Lawn Hotel, Brockenhurst restaurant procedures A celebration of up-and-coming hospitality talent in Jurys Inn, Plymouth Jonathan Gray of BDB Pitmans provides a legal the New Forest. Monica Or FIH conducts a half-day Institute workshop. update on managing sickness and disabilities.
17 MAY 7PM 5 JUNE 18-19 SEPTEMBER IOH Northern Ireland Awards for Institute workshop: Boosting sales and Hotel & Spa Tech Live Professionalism productivity ExCeL, London Titanic Belfast Jurys Inn, Plymouth Innovation in the hospitality sector. Gala dinner and awards presentation organised by our Monica Or FIH conducts a half-day Institute workshop. http://www.hoteltechlive.co.uk/ Northern Ireland Branch. 18 JUNE 23-24 SEPTEMBER 21 MAY 3PM UK TIME Institute webinar: How my hotel does Hotel Investment Conference Europe Institute webinar: speciality drinks to 96% of its bookings direct Hilton Bankside, London try this summer Adam Hamandache MIH of Direct Hotel Marketing Europe hotel investment conference. Tchibo Coffee Service showcase their Espresso shares his secrets. http://www.europehotelconference.com/ Warehouse range. 27 JUNE 30 SEPTEMBER – 2 OCTOBER 21-24 MAY Southern Branch Networking Social & BBQ The Restaurant Show CHME Annual Conference: Transforming Branksome Dene Community Room, Poole Olympia, London Hospitality Meet Southern Branch members and make new friends. Trade event for owners and operators. University of Greenwich https://www.therestaurantshow.co.uk/ Council for Hospitality Management Education 2-3 JULY conference H&C EXPO 15-16 OCTOBER www.gre.ac.uk/CHME19 ICC Wales Independent Hotel Show Future-proofing hospitality is the theme of this Olympia, London 22-25 MAY 2019 year’s event. Business event for luxury and boutique hotels. 2019 Asia Pacific and EuroCHRIE Joint https://www.handcexpo.com/ https://www.independenthotelshow.co.uk/ Conference Hotel ICON, Hong Kong 10-12 JULY 4-6 NOVEMBER A platform for academics, educators and industry LACA The Main Event 2019 World Travel Market leaders. Hilton Birmingham Metropole ExCeL, London https://www.chriehk2019.com/ For everyone involved in education catering. Global event for the travel trade. http://lacamainevent.co.uk/ http://london.wtm.com/ 4 JUNE 3PM UK TIME Institute webinar: tackling cyber 20-22 JULY 26 NOVEMBER threats Hotel Show Colombo 2019 Institute webinar: the green side of Alan Calder of IT Governance delivers cyber security BMICH, Colombo, Sri Lanka housekeeping advice. Showcase for hotel supplies and services. ExCeL, London http://hotelshowcolombo.com/ Michael Patterson of IEHA on why sustainability is the 4 JUNE right thing to do. Institute workshop: Successful business 1-3 SEPTEMBER planning Speciality & Fine Food Fair Unless otherwise stated, full details and Jurys Inn, Plymouth Olympia London bookings for all events are via our website Monica Or FIH conducts this all-day Institute Industry showcase of find food and drink. https://www.instituteofhospitality.org/events
50 www.instituteofhospitality.org