Hotel & Catering Review - Issue 7 2025

CAFÉ Culture

Breaking bread with Bakestone’s

JOE CAREY

NICKY LOGUE on setting the standard at InterContinental Dublin

GRAND PLANS

OPPORTUNITY KNOCKS

Market Lane Group’s CONRAD HOWARD on taking chances and reaping the rewards

LOUISE MCNAMARA is bringing a 5-star touch to The Metropole

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“That’s a conversation I’m always having with the team. How do we keep that innovation going? You always have to be to the forefront in this industry, whether that’s changing up your afternoon tea o ering in line with the seasons or providing guests with themed outdoor dining events.”

Nicky Logue, General Manager, InterContinental Dublin

REFURBISHED + REFRESHED

The lakeview suites at Aghadoe Heights have undergone a refresh

TALKING TO…

The Managing Director at CCSL on bringing passion to the plate every day 12

18

22

INTERVIEW

The Metropole’s new GM on restoring the 127-year-old hotel to its former glory

GROWTH

Bakestone Co-Founder Joe Carey chats about creating a centre of community in Cork city

INTERVIEW

When it comes to recruitment and retention, Market Lane Group’s Conrad Howard is bucking the trend

A QUICK CHAT

Lynsey Gordon at Galgorm Collection on taking advantage of NI’s golf legacy

Editor: Denise Maguire

Creative Director: Jane Matthews

Art Director: Lenny Rooney

Stock Photography: iStock

Infographics: www.flaticon.com

Production: Claire Kiernan

Sales Director: Trish Murphy

Managing Director: Gerry Tynan

Chairman: Diarmaid Lennon

Published by: Ashville Media, Unit 55 Park West Road, Park West Industrial Estate, Dublin 12, D12 X9F9. Tel: (01) 432 2200

ISSN: 0332-4400

All rights reserved. Every care has been taken to ensure that the information contained in this magazine is accurate. The publishers cannot, however, accept responsibility for errors or omissions. Reproduction by any means in whole or in part without the permission of the publisher is prohibited. © Ashville Media Group 2025. All discounts, promotions and competitions contained in this magazine are run independently of Hotel & Catering Review. The promoter/ advertiser is responsible for honouring the prize.

Editor’s View

Editor: Denise Maguire

Welcome to issue 7 of Hotel & Catering Review 2023

With years of 5-star experience under her belt, Louise McNamara aims to elevate the guest experience at The Metropole. A recently-completed renovation of the lobby, reception, restaurant and ballrooms is part of that plan, as is shaking up the hotel’s food menus. Change takes time, says the new GM, but there are signs that a transformation is quietly taking place at the historic property. With the Cork Jazz Festival just around the corner, guests and visitors will soon get the chance to experience the new and improved hotel. For more on The Metropole, turn to page 18.

In this issue, we take a look at two more Cork institutions – Market Lane Group and Bakestone. Market Lane Co-Owner Conrad Howard chats about why the group has adopted an owner-driven approach and the effect this has had on recruitment and retention. On page 22, Joe Carey at Bakestone talks about his love for Cork city and opening a new outlet on Perry Street. Much like the Carrigtwohill café, Bakestone in Cork city is a place for gathering and a centre of community, says Joe. It’s a space for people to break bread together –something we need today more than ever.

Email: denise.maguire@ashvillemediagroup.com Denise Maguire

Nicky Logue, General Manager at The InterContinental Dublin, is our cover story for this issue. His career in hospitality began at the age of just 13 when he told a lie about his age to secure a job washing dishes in a hotel in Ennis. From there, he has worked in properties in the UK and Ireland. He’s been GM at The InterContinental for the past nine years and is, he says, just as passionate about the role today as he was almost a decade ago.

As always, there’s plenty to enjoy in this issue. If you have any thoughts or opinions on this month’s content, please do drop us a line.

www.hotelandcateringreview.ie | info@hotelandcateringreview.ie @HC_Review | facebook.com/hotelandcateringreview

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A FIVE DAY FEAST OF FOOD, FRIENDSHIP AND FUN

Cork on a Fork Festival, a Cork City Council led event, took place in August and saw 8,500 ticketed attendees and thousands more flock to the city to soak up the atmosphere. Highlights this year included the VQ Shared Table, where 20 chefs and 40 wait staff worked together to showcased local produce and talent. The city centre itself was transformed – Emmet Place became a bustling open-air food market and venues and speakeasies hosted intimate tastings of food, whiskey, beer and wine. From masterclasses and multicultural food experiences, to foraging walks and culinary tours, the variety was vast and inclusive. At its heart, Cork on a Fork is a celebration of place, people and produce but beyond the buzz, the festival is now a proven economic driver for the city, bringing direct and indirect benefits to Cork’s hospitality and

sectors. Cork City Council Tourism Officer, Elmarie McCarthy, said the event is built on collaboration. “There’s incredible camaraderie, a real buzz in the air and a shared pride in showcasing what Cork has to offer as the country’s best region for food. As organisers, we in Cork City Council see ourselves as facilitators – the programme is very much shaped by the food industry itself.”

WINTERVAL RETURNS TO WATERFORD

NEW CHAPTER AT THE SHELBOURNE

Ireland’s largest Christmas festival, Winterval, is set to return to Waterford this winter. Running from November 21st until December 23rd, highlights of the event include Santa’s Grotto and the Winterval Christmas Market, where local craftspeople, artisan food producers and gift makers will present their wares. Festival Director Trevor Darmody said: “As Winterval celebrates its 13th year, we are thrilled to unveil the first announcements for Winterval 2025 – an event that has firmly established itself as Ireland’s most beloved Christmas festival. It continues to grow in reputation, proudly upholding its accolade as a European City of Christmas. The full programme of festival events will be unveiled in mid-October and we are counting down to sharing all of those events and details.” Tickets for Santa’s Grotto are on sale at www.winterval.ie. Families are encouraged to book early as tickets sell out quickly.

APPOINTMENT

A €50 million refurbishment of The Shelbourne is due to kick off this October. Led by interior designer Bryan O’Sullivan, 226 guestrooms – specifically the Queen, Deluxe and Heritage Premium categories – will undergo a refresh. “It has been a privilege to escort this great lady through her two hundredth year,” said General Manager JP Kavanagh. “With the owners’ investment, these renovations will preserve the hotel’s legacy while further enhancing our offering. The next chapter in the significant history of this beloved Dublin landmark is being written with elegance and intention.”

Alan Keaney has been appointed Executive Sous Chef at Aghadoe Heights Hotel and Spa in Killarney. Originally from Leitrim, previous experience includes roles at Chestnut in Cork and Michael Deane in Belfast. “I’m delighted to join the prestigious culinary team at Aghadoe Heights Hotel and Spa. I’ve admired the innovation and creativity of Cedric Bottarlini and his team for some time. They are constantly pushing boundaries in terms of taste and experience for guests and I’m very excited to bring my Michelin-star experience to this top-class team,” he said.

APPOINTMENT

JUSTTIP PARTNERS WITH MYPOS

Irish fintech startup JustTip has announced a partnership with myPOS, the payments platform that powers seamless transactions across Europe. The integration allows customers to pay both their bill and a tip directly on a myPOS terminal, with payments routed to the merchant’s account and tips automatically separated, processed and distributed through JustTip’s transparent platform. Businesses gain access to real-time reporting, automated allocation and written distribution policies that support compliance with Irish legislation. “Hospitality is under immense pressure to cut costs while keeping staff motivated and compliant with complex legislation,” said James Fahy, Co-Founder and CEO of JustTip. “By combining our technology with myPOS’s trusted payment infrastructure, we’re giving businesses a powerful, cost-saving solution that eliminates admin headaches, ensures transparency and puts more money into staff’s pockets.”

Great Southern Killarney has appointed Heiko Riebandt as its new Director of Culinary, just in time for the launch of the hotel’s new restaurant, Arbour. Originally from Germany, Heiko has worked in some of Europe’s best kitchens, from Michelin-starred restaurants to luxury hotels in Germany, Switzerland and Ireland. Most recently, he headed up the dining programme at the five-star Zürserhof resort in Austria and also held the role of Executive Head Chef at the Killarney Park Hotel. “We’re delighted to have Heiko join the team,” said Jamie Power, General Manager at Great Southern Killarney. “His passion for seasonal flavours and creating unforgettable dining experiences is exactly what Arbour is all about.” Set in the hotel’s Garden Room, Arbour will bring a relaxed brasserie-style menu that celebrates Kerry’s local produce.

APPOINTMENT

Colin Brogan has stepped into the role of Head Chef at Overends Kitchen at Airfield Estate in Dundrum. He brings over two decades of experience in the fine dining and hospitality industries, both in Ireland and internationally. Previous experience includes roles at Dublin Spitalfields and Chapter One. Commenting on his new role, he said: “I'm really excited for this next chapter at Overends Kitchen. Being surrounded by a 38-acre urban farm right in the heart of Dublin means we have incredible produce at our fingertips. Working alongside a fantastic team of gardeners, we get to bring these beautiful ingredients straight onto our menu.”

MIDNIGHT GARDEN AFTERNOON TEA AT POWERSCOURT

Powerscourt Hotel Resort & Spa has unveiled its latest culinary experience – The Midnight Garden Afternoon Tea, inspired by the garden after nightfall and in celebration of Wednesday Series 2, filmed at Powerscourt Estate. Guests begin their journey with the Enchanted Elixir mocktail, followed by a savoury selection and finishing with the centrepiece of the experience –‘Secrets of the Midnight Garden’, a quartet of desserts each telling its own story. Highlights include Twilight Bloom, violet ganache and blueberry preserve on a purple macaron and Widow’s Rose, Valrhona white chocolate and hibiscus mousse.

APPOINTMENT

Sinéad Monahan has taken up the role of Director of Sales & Marketing at Mount Juliet Estate. With the property since 2020, Sinead’s expanded role includes spearheading the estate’s global sales and marketing strategy, with a particular focus on the relaunch of the Georgian Manor House and the implementation of long-term plans that support sustainable growth. “With Sinéad’s exceptional expertise and deep connection to the estate, we are delighted to welcome her into this expanded role and look forward to the continued success she will help drive for Mount Juliet Estate,” said Mark Dunne, General Manager.

Cocktail Hour

Dunes Bar & Bistro at Inchydoney shares a recipe for one of its most popular cocktails

Inchydoney Island Lodge & Spa raised a glass to success at the Bar of the Year Awards 2025 after Dunes Bar & Bistro was awarded Silver in the “Hotel Bar of the Year” category. To mark the occasion, Inchydoney is sharing the recipe for one of its signature cocktails, the Five Farms Espresso Martini, a favourite among guests.

Inchydoney’s Five Farms Espresso Martini

INGREDIENTS

½ shot of vodka

½ shot of Kahlua

1½ shots of Five Farms Irish Cream Liqueur

1 double espresso Ice

Chilled martini glass

METHOD

Add ingredients to the shaker. Add two scoops of ice and then a double espresso.

Shake well and strain into a chilled glass with no ice.

Garnish with three coffee beans on top and fresh mint.

Enjoy!

SPOTLIGHT ON...

VAT 9

APPOINTMENT

The government might have pledged to reinstate the 9% VAT rate in the upcoming Budget, but will it actually happen?

Ever-increasing energy and food prices coupled with government induced costs are making running a restaurant or other hospitality business almost untenable. During the last election, the now government promised to revisit the VAT issue, pledging to bring the current 13.5% rate back down to 9%.

Since then, media reports have suggested that the government is reconsidering its pledge to cut the VAT rate in the upcoming Budget, instead delaying it until next summer. According to the Department of Finance, the cost of reinstating VAT9 would be €867.7 million in a full year. That figure breaks down to €134.9 million for accommodation and €674.6 million for food and catering.

The Restaurants Association of Ireland, supported by research from economist Tony Foley, has launched a report making the case for the restoration of the 9% VAT rate for food services. The report also rejects some of the recent commentary and claims questioning the desirability of restoring the 9% rate. Food services are, says the report, a cost-of-living issue for the wider population. The restoration of the 9% rate is justifiable in both a macroeconomic context and a strategic economic development context. Even with a 9% VAT, the hospitality sector would continue to contribute significantly to the Exchequer.

The report adds that small firms dominate the sector and these businesses are particularly vulnerable to market and policy shocks. Recent data has shown declining food services sales volume in 2025, weak lending to restaurants and underperforming tourism-related restaurant activity. “Businesses have built their financial planning around the promised return of VAT9 and any delay or uncertainty risks undermining that planning. The financial model for food businesses is broken and without the reinstatement of the 9% VAT rate, many just simply will not survive,” said Adrian Cummins, CEO of the Restaurants Association of Ireland.

The Hawthorn by Galway Bay, Galway’s first fivestar hotel in over two decades, has announced the appointment of John Keating as General Manager. With more than three decades of international hospitality leadership under his belt, John brings a deep well of knowledge and global luxury experience to the new position. At The Hawthorn by Galway Bay, John will lead the pre-opening and operational launch of the new property, which includes 114 suites and rooms, an experiential wellness spa, a live-fire restaurant (The Skylark), a collection of pools and thermal experiences, a bar overlooking Galway Bay and an 18-hole championship golf course designed by Christy O’Connor Jnr. “It’s a rare and special privilege to return to Ireland and take the helm of such a significant new chapter in Irish hospitality. The Hawthorn is a visionary project, not just for Galway, but for the West of Ireland – and I look forward to building something truly exceptional alongside a passionate, talented team,” he said.

NEW COCKTAIL LIST AT STELLA COCKTAIL CLUB

A new cinema-inspired cocktail menu has been launched at the Stella Cocktail Club. Created as a tribute to more than a century of cinematic history, the menu features 22 handcrafted cocktails, including five non-alcoholic options, each inspired by a film that has played a defining role in either cinema’s legacy or Stella’s own story. The menu begins with Lover, a sweet, floral homage to The Imperfect Lover, the very first film screened at Stella Rathmines in 1923. Eclective says there’s something for everyone – from smoky sippers to fruity pours, each drink has been carefully considered and composed.

INGREDIENTS

Aubergine Pickle

Ingredients

• 750g aubergines, diced into 1cm squares (about 2 medium or large aubergines)

• 45g sea salt

Make the most of this season’s aubergines with a pickle recipe from

CAITLIN RUTH

Nothing says ‘September’ like a glut of aubergines. This recipe, which is taken from my Blasta Book ‘FUNKY’, makes good use of a lot of aubergines (especially if you multiply the recipe) and preserves them well into the winter. It’s a zingy, flavourful pickle with South Indian flavours that goes well with cheese, roasted vegetables, fish, grilled meats or in a sandwich.

Makes 1 x 1-litre jar

Method

• 60g garlic cloves, peeled and left whole (about 1 large head of garlic)

• 60g fresh ginger, peeled and sliced

• 160ml white wine vinegar or distilled white vinegar, divided

• 1tbsp black mustard seeds

• 1tbsp cumin seeds

• 1tsp fenugreek seeds

• 2tsp ground turmeric

• About 10 dried curry leaves

• 180ml mild olive oil

• 100g caster or granulated sugar

• 2 fresh green or red chillies, chopped, or 1 tsp chilli flakes (adjust for the level of heat you want)

• Put the diced aubergines in a bowl and sprinkle with all of the salt. Leave for at least 4 hours or up to 24 hours at room temperature.

• Squeeze all of the liquid out of the aubergines with your hands. This step is the most arduous in an otherwise easy recipe and it takes a while. And use kitchen gloves here – I find that my hands can get irritated while squeezing, possibly from the salicylates in the aubergines.

• Using a hand blender or mini food processor, purée the garlic and ginger with 60ml of the vinegar and set aside.

• Mix the black mustard, fenugreek and cumin seeds together. Take out 1 tablespoon of the whole seeds and reserve. Grind the rest of the seeds, then put in a small bowl and mix together with the turmeric and the reserved whole seeds. Add the curry leaves and set aside.

• Heat the oil in a large, heavy-based pot over a high heat. Add all of the squeezedout aubergines and cook, stirring frequently, for 8-10 minutes, until browned and cooked down. Don’t worry if the aubergine residue is sticking to the bottom of the pot and browning – that will add flavour to the finished pickle. Lift out the cooked aubergines with a slotted spoon, leaving as much oil in the pot as you can. Set aside.

• Reduce the heat to medium. Add the garlic and ginger purée to the oil left in the pot and cook for 5 minutes, stirring constantly. Throw in the spice mix and keep stirring for 2 more minutes.

• Add the aubergines back to the pot along with the sugar, chillies and the remaining 100ml of the vinegar. Reduce the heat to low and cook for 10 minutes, stirring occasionally and scraping the bottom of the pot. Taste to see if it needs more salt or chilli, but keep in mind that this pickle improves wildly once cooled and stored – you’re only tasting for seasoning, not to see if it’s nice.

• Transfer to a dry, sterilised jar, leaving 1.5cm of space clear from the rim of the jar to the top of the veg. Cover with a lid and allow to cool, then store in the fridge. Use within three months.

Caitlin Ruth is the author of Blasta Books’ FUNKY and former Head Chef at Deasy’s restaurant near Clonakilty. Today, she has a food truck, Caitlin Ruth Food, that serves a menu driven by seasonal food from West Cork’s local growers and producers

Refurbished +Refreshed

Take in the views at Aghadoe’s newly refurbished lakeview suites

It’s been a busy summer at Aghadoe Heights Hotel and Spa. The 5-star Killarney hotel unveiled its newly refurbished lakeview suites and also launched a host of new culinary experiences, including Plataí Beaga –Kerry-style Tapas served every Friday and Saturday evening on the terrace. The refurb was headed up by Cantrell and Crowley, who has imbued the suites with a Scandi feel – furniture and materials reflect the natural landscape and designs draw from Danish mid-century traditions. Spacious rooms and spa-style bathrooms combine with views over Killarney’s lakes and mountains to create an elevated guest experience. “We have 24 suites in total, but 12 of them are actually facing towards the lakes of Killarney. The views are just incredible – you can see Killarney town to the left, the lakes down the middle and the mountain range to the right. I think it’s a view that’s unmatched anywhere,” says GM Brian Bowler.

The views are just incredible – you can see Killarney town to the left, the lakes down the middle and the mountain range to the right

Chef Cedric Bottarlini, who previously led the kitchens at Fota Island Resort and Lough Eske Castle, has introduced new menus in the Lounge and in the Lake Room Restaurant. The focus, he says, is very much on seasonal produce, with elevated touches like artisan cheese boards and Irish salmon sharing plates along with light bites, salads, mains and desserts.

Dining at Aghadoe has also gotten a boost. Head

The remaining 12 suites will get the refurb treatment before the end of the year, says Brian and in 2026, the spa is scheduled for a refresh. The hotel’s Penthouse Suite was refurbished last year, offering guests their own butler service, two bedrooms, wraparound terrace, private bar and kitchen, outdoor hot tub and 360-degree views of the Kerry countryside and lakes. “The penthouse is really popular, particularly with our US guests. It’s priced at €1,950 per night which might sound like a lot but the amenities available to guests, including the butler service and private lift, represents pretty good value in today’s market.”

The Managing Director at CCSL on bringing passion to the plate every day

Talking to...

Tom Hackett

CONGRATULATIONS ON THE NEW PARTNERSHIP WITH BUNRATTY CASTLE & FOLK PARK. WHAT DOES THE CONTRACT ENTAIL?

Thank you! We’ll be providing food and beverage services in Bunratty Castle & Folk Park. That includes ‘The Corn Barn’, which is a newly opened 150-seater restaurant in Bunratty, along with The Tea Rooms in the Folk Park. We’ve also been appointed to oversee the offering at The Earl’s Pantry, a family-friendly café located just outside the park, near the entrance. Finally, we’ll also be providing food to the Knappogue Castle banquets and the new Inis Cealtra/Holy Island Café in Mountshannon.

HOW IMPORTANT IS THE CONTRACT?

It’s hugely important. Being connected to one of the most popular tourist attractions in Ireland is a big plus for the business. It gives us a great opportunity to grow the retail side of the business and gives the brand more exposure. At CCSL, our focus is very much on quality, locally inspired food.

We’re bringing that ethos to Bunratty by working with local suppliers and artisan producers and really celebrating Co Clare’s culinary heritage.

IS IT DIFFICULT TO MAINTAIN THAT LOCALLY SOURCED ETHOS?

It can be. We don’t regard ourselves as a one-stopshop – we maintain local suppliers throughout the country. That’s very important to us. We have butchers in Dublin, Galway, Limerick and Ennis, so we’re creating local employment and building lasting relationships.

HOW IS BUSINESS AT CCSL?

It’s healthy. We currently have over 250 employees and turnovers in excess of €10 million We work with several large well-known businesses in Ireland, including ESB and Dublin Bus. We recently signed a seven-year contract with Irish Rail to provide catering services between Cork and Dublin, and Dublin and Belfast. We’ve also been appointed catering provider for AirNav Ireland in Shannon. That project involves delivering an on-site catering

solution that supports both the organisation’s daily operations and any special events they have. There are challenges of course; costs are an ongoing issue, with the price of food and labour constantly going up. The increase to minimum wage had an impact, despite the fact that we generally pay above minimum wage. The price of beef is now huge and that drives up the price of other meats. Despite the challenges, we are growing in an organic and measured way and we want that to continue.

CCSL WAS ALSO A WINNER AT THE GOLD MEDAL CATERING AWARDS

We were a double winner! Two of our team members – Craig Thunder and Johnnie Finn – took home gold. Craig was named Chef Manager of the Year for his work with Dublin Bus and Johnnie took home the title of Catering Manager of the Year, he leads the catering operations at the Irish Management Institute. I think the two awards are a tribute to the passion and professionalism they bring to every plate, every day. They’re both so committed to their roles and they’ve created relationships with Dublin Bus and the IMI that are built on trust, consistency and creativity. It was great to see their passion rewarded.

HAVE CLIENT REQUIREMENTS CHANGED OVER THE PAST FEW YEARS?

Definitely. if you go back 10 or even five years ago, we would have referred to ‘canteens’ but now we call them restaurants. That sounds like a small thing, but it’s all about changing expectations. People now expect to see the trends they’re seeing on the high street reflected in-house. That’s a challenge we face on an ongoing basis. To that end, we have a Food Innovation Manager called Randy Lewis who oversees that side of the business. Presentation is so important too, everything must look interesting and appetising. Dietary considerations are also key, as is taking into account the multicultural aspect of a workforce. All that feeds into the overall challenges.

WHAT DO YOU ATTRIBUTE THE SUCCESS OF CCSL TO?

Probably a few things. A phrase I tend to use in the business is “Food is what we do.” The fact that we have a Food Innovation Manager is testament to that. I also think it’s about delivering on our promises. I believe we have the highest rate of support per contract in the business. If one of our clients has a query or needs our support, we’re on site within half a day. That’s the kind of expectation we set and it’s possible because our managers aren’t overloaded with contracts. We operate a different model to many other catering businesses out there.

I think the two awards are a tribute to the passion and professionalism they bring to every plate, every day. They’re both so committed to their roles

NICKY LOGUE on maintaining standards and taking a hands-on approach

There’s a saying that goes, “you’re never too young to lead”. While some might consider 22 too young for a GM role, Nicky Logue took it in his stride. By then, he had already been in the hospitality sector for almost 10 years. Inspired by his father Seamus, himself a seasoned hotelier, his sights were set on a career in the industry from an early age. “When I was 13, I started working in a hotel in Ennis on wash-up. It was a summer job I really wanted, so I lied and said I was 15. I progressed to the lounge and then front of house, which I really enjoyed. I applied for Shannon College of Hotel Management and in my fourth year placement, I was working in a Trusthouse Forte hotel in the UK which was owned by an Irish man. I was promoted to Deputy General Manager and when the new GM didn’t work out, the role fell back to me.” For a Shannon student who hadn’t even graduated yet it was a first but despite the experience he had already gained, it was a tough ask. “It wasn’t easy, but I had a very strong sales lady who was driving that side of the business and I was on operations. We made it work.” His Irish boss purchased another UK hotel, which Nicky managed for four years. After being headhunted by a second Irish hotelier, he moved on to a premises on the outskirts of London. A decade on, he was ready to move back to Ireland. “My dad had passed away and for personal reasons, it was the right time to move home. Fitzpatrick Castle in Killiney were looking for a GM – my dad had worked for the group that owns Fitzpatrick’s for over 20 years, so it felt like a good fit.”

I know managers that spend a lot of time

in the office

and while there’s lots of work to be done there, for me it’s about keeping close to the people on the floor, and that’s the guests and staff

Seamus Logue, who sadly passed away in 2001, ran the restaurant at the Shannon Shamrock hotel in Bunratty for 25 years. He subsequently purchased the Atlantic Hotel in Lahinch which today is run by Nicky’s brother, Alan Logue. His other brother, Derek Logue, runs the Bellbridge House Hotel at Spanish Point in Clare. After moving home, Nicky would spend the best part of a decade at Fitzpatrick Castle as GM where he had “good and tough times”. The recession had kicked in and internal changes at the family-run hotel had changed up the dynamic. A role at the

newly-opened Gibson Hotel followed where Nicky spent “a really lovely three years”. When MHL acquired the InterContinental, they approached Nicky about taking on the GM role. Nine years on, he’s still managing one of the country’s busiest 5-star hotels with the largest banquet offering in the country. Conferences and events make up a significant portion of the business. “Last year was exceptionally strong for events. This year has been reasonably healthy; as long as we have an incentive or an international conference every month, we’re in a good

position.” The social side of the business is also very healthy. “One of our ballrooms can accommodate 500 and the other can do 200. We have charity lunches or dinners a few times a week.” As GM, Nicky’s approach is hands-on. Much of his time is spent front of house, engaging with guests, righting a crooked chair or liaising with staff. “I know managers that spend a lot of time in the office and while there’s lots of work to be done there, for me it’s about keeping close to the people on the floor, and that’s the guests and staff.”

The MHL Hotel Collection currently includes 12 hotels located in Dublin, Wicklow, Galway and Limerick. With

approximately 2,300 bedrooms, that’s a lot of purchasing power. “We’re lucky. We can negotiate competitive rates for meat or coffee for example and that’s helpful but almost weekly, we’re faced with price increases, whether that’s beef fillet or butter or Guinness. We’re constantly having to review our pricing in line with that. It also means we have to be a bit more creative with menus.”

For the five star guest, cost probably isn’t their top priority. There is, says Nicky, an expectation of luxury and service and “if those high standards aren’t met, guests can be quite unforgiving. So it’s my job to make sure those standards don’t slip.” Organisations holding charity events are more likely to be cost conscious. “They might tweak a menu to stay at a certain price point. We’re very conscious of that and keen to ensure the event is a success.” With over 300 members of staff, recruitment and retention in particular is a full-time role. Career progression is encouraged while incentives help retain staff but in such a competitive industry it’s still a challenge, says Nicky. Last year, the spa was refurbished and later this year, guests will be introduced to

I still really enjoy it. I love the innovation side of it and that’s a conversation I’m always having with the team. How do we keep that innovation going?

a new concept for “Seasons” restaurant. In 2026, the bedrooms will undergo another refresh. The hotel’s outdoor dining concept – The Garden Terrace – runs from June until September. A table for two on a sunny afternoon is, says Nicky, always highly sought after. “We’re lucky – the owners are always eager to up the ante and continually improve the offering to the guest.”

Nine years on, Nicky’s enthusiasm for his role hasn’t dwindled. “I still really enjoy my job. I love the innovation side of it and that’s a conversation I’m always having with the team. How do we keep that innovation going? How do we improve? You always have to

What makes it work

be to the forefront in this industry, whether that’s changing up your afternoon tea offering in line with the seasons or providing guests with themed outdoor dining events.” A digital team at group level is tasked with ensuring Intercontinental Dublin’s social media is filled with Insta-worthy pics and videos. “We work hard to get the message out there that we’re relevant and innovative and interesting. Those efforts are paying off but we can’t rest on our laurels. At the moment, I’m looking out as far as 26’ and 27’ and working to secure as much large group business as possible. It’s there; we just need to take advantage of it. The future is looking good.”

For me, it’s all about the people. In every hotel I’ve been in, I’ve tried to treat the team as almost like an extended family. I genuinely care about the people that work with me, I want them to be happy and to succeed.

Top stays

Our sister hotel in Galway, Glenlo Abbey, is one of my favourite hotels in Ireland. It has undergone extensive refurbishment in recent years. It’s got everything – the Pullman where the food offering is fantastic, a great spa, a fantastic golf course and beautiful grounds on Lough Corrib.

Louise McNamara

The Metropole’s new GM on bringing the 127-year-old hotel back to its former glory

IN1978, the marketing manager at Cork’s Metropole Hotel found himself in a quandary. A bridge event had been cancelled, leaving Jim Mountjoy with several empty rooms and no prospect of filling them. Instead of shrugging his shoulders and taking the hit, he came up with the idea of holding a jazz festival in the hotel, despite the fact he wasn’t a jazz fan himself. The idea took root and Jim filled those empty rooms that weekend. It became a fixture on the Metropole calendar and just two years later, he would welcome Ella Fitzgerald to the hotel for her celebrated performance at the festival. Today, The Cork Jazz Festival is big business – it brings an estimated €45 million to the local economy and over 100,000 jazz lovers to the city every year. And it’s all thanks to a cancelled bridge event back in 1978.

The Cork Jazz Festival might have spread to dozens of venues across the city, but the Metropole is still its home. Two of the hotel’s historic ballrooms were renovated recently, just in time for the festival, due to kick off on the 24th of October. Other areas of the hotel have also been renovated, including the lobby, reception area and the Merchant restaurant at

Today, The Cork Jazz Festival is big business – it brings an estimated €45 million to the local economy and over 100,000 jazz lovers to the city every year

the rear of the hotel. Renovation works at the hotel hit the papers recently when a note signed by four tradesmen was discovered in the bricks of the lobby. With a message saying “with love from”, the note was signed by the four workers in July 1969 and placed inside the wall. A call was put out to try and locate the men and John Keogh, a plumber who carried out works in the hotel back in the 1960’s, was invited to visit the newly refurbished hotel.

“John and the families of the other tradesmen came along to the official opening. Unfortunately the other three men – Tommy

Ross, Jerry Higgins and Steve Casey – have passed away but it was lovely to have their families there. We were lucky to find the note –it had been rolled up in a little piece of metal and placed behind the wall,” said Metropole General Manager Louise McNamara. Louise took up the role earlier this year. She previously worked in Mount Juliet, The Montenotte, Fota Island Resort and held roles at Windward Management and Capella Hotels and Resorts. With the festival scheduled for October, the team are gearing up for a busy period. “We expect the second half of the year to be a lot healthier than the first half. It’s tough out there at the moment, particularly in Cork. A couple of new hotels have opened, so there are a lot more rooms in the city to compete with. People are increasingly price conscious, so it’s a constant battle to sell rooms.” The Metropole is, says Louise, a hotel of two halves. From September to December, conference business is strong. And obviously, with The Metropole being the home of jazz in Cork, October is healthy. “We’re also very busy at Christmas. Other hotels might be busy in the middle of the year and would dip down in the shoulder months, but we’re the opposite.”

Louise is bringing her 5-star experience in the likes of Mount Juliet and Fota Island Resort to the Metropole. “It’s such a historic hotel and the potential is there for it to become an exceptional

property. It’s about bringing it back to its former glory, back to the days when everything about it was elevated – the service, the food, everything.” The ground floor has been transformed and a new concierge offering is enhancing the guest experience. Food is now being served in the lobby, while menus now have “a bit of an edge” compared to previous iterations. “We’re honing in on the detail and introducing new, innovative ideas. It’s a slow process – change takes time –but we’re getting there.”

The Metropole is located on MacCurtain Street in Cork’s Victorian Quarter, an area that has itself undergone a transformation in recent years. In 2023, it opened up to two-way traffic for the first time since 1968. “It’s such a busy, bustling street. There’s a great vibe and we want to bring some of that back into the hotel.”

Properties undergoing a shift in direction are a big draw for Louise. “I enjoy that challenge and I like change. I’ve gone into a lot of places that were being restructured and that’s really where we are with The Metropole. Elevating service and standards is something this industry has to constantly do anyway; we’re competing with other hotels and it’s a competitive space.”

A five-year plan has been developed which will see a refresh to other areas of the hotel. “We’re still working on that plan, but there’s definitely more to come.”

We’re honing in on the detail and introducing new, innovative ideas. It’s a slow process, but we’re getting there

CHOOSE IRISH , CHOOSE

Community

Bakestone Co-Founder JOE CAREY

chats about creating a centre of community in Cork city

ON OPENING A SECOND CAFÉ

It’s exciting and terrifying in equal measure, but it’s nice to be in Cork city for the first time. Myself and my wife Maura are finding our feet and starting to understand the beat of the city, which is a little different to our other café and bakery in Carrigtwohill. We had been exploring opportunities for a new outlet over the last four or five years. Covid could

have put a stop to that ambition, but it actually gave us a chance to get our systems ready and build a little bit of infrastructure so that when we got back to some sort of normality, we were ready to take the leap. Bakestone is located on Perry Street, in a building that once housed butter firkins for Cork’s Butter Exchange. There’s real history in the building – our own family roots lie in dairy farming. It felt like a natural next step, like things coming full circle. It’s rare to find a space like this in the city – there are 100 covers – so it was a great find.

years later, the opportunity to open more of a daytime operation came up and that turned into Bakestone. We loved the notion of people gathering together, providing good coffee and lovely pastries in the morning and cakes in the afternoon.

IN IT TOGETHER

Every day, we questioned whether we had made a terrible mistake. I don’t think you could have undertaken any business in those early recessionary years without questioning what was going on. But there was some solace in that we were all in it together. It didn’t matter what industry you were in. Ignorance is bliss as well. We just hunkered down and tried to get through each day.

THE COSTS CHALLENGE

Costs have spiralled. All the produce we buy from suppliers have gone up by about 14%. Beef has gone up 96% and coffee has shot up by 150%. It would make your eyes water. There’s not much more we can push onto the customer, because I think there’s a price for fish and chips and there’s a price for burgers and you can’t go into the mid-20s. We’re hoping that between the three businesses, our purchasing power is a little better. We don’t take shortcuts so that means we’re starting from scratch every day. We have to buy astutely.

THE CITY VS THE TOWN

As we approach July, there’s usually a

WHERE IT ALL STARTED

The White Horse restaurant was our first foray into hospitality in 2009. I’d been a professional musician up to that point. It wasn’t as big a change as you might think – musicians are often performing at odd hours and when people are off, you’re on. We matched our main courses with craft beers – this was about 16 years ago and we were one of the first places in the country to do that. We also had a music venue upstairs. It really was a baptism of fire, we got a chance to cut our teeth and explore daytime and evening food. In those early days, the White Horse was almost like a community centre, it was more than just a place that peddled booze. In 2010, we started a music festival called the Ballincollig Winter Music Festival that’s still going. Brunch was also growing in popularity back then and that was something we were interested in. Four

softening in the suburban business. People go on holidays and so the café is quieter. In the city, tourists are around the city all summer long, so we’re seeing a nice uptick from that. I love Cork city. After a tough few years post-Covid the city started becoming a little dishevelled, like many Irish cities around that time. Now, there’s a sense that it’s really finding its way again. There’s some spectacular restaurants, cafés and bars around us and we’re proud to be shoulder to shoulder with them. I also believe that a rising tide will lift all boats so if we’re all good together, we’ll all benefit. That’s not to say there won’t be challenging times ahead, but we’re hopeful.

I think it’s good to have people sit around a table and break bread and have those lovely moments together

GROWTH AND AMBITIONS

If the right opportunity to open a fourth business came along, I’d consider it. But right now, we’ve enough on our plate. We’re wholly focused on getting the city café up to where we’d like it to be. We’re conscious of not doing things flippantly, being geographically smart and not spreading ourselves too thin. So any expansion will be carefully considered. With the new Cork city café, we’ve created 18 new jobs and we’re committed to only using locally sourced produce. We feel that Bakestone in Cork city can be a centre of community and connection, a centre of gathering. In the context of what’s going on in the world, we need that more than ever. I think it’s good to have people sit around a table and break bread and have those lovely moments together.

Conrad Howard

When it comes to recruitment and career progression, the Market Lane Group Co-Owner is bucking the trend

GOon to marketlane. ie and you’ll see a running tally of how much the group has spent on employee training and development so far this year. Right now, the figure stands at €106,070.25. In 2024, the total spend was €125,820. This transparency around people investment is a key reason why staff recruitment and retention isn’t a major issue at Market Lane Group. “It can be difficult of course but given the fact that we encourage our staff to constantly upskill and that we’re certified by Great Place to Work, recruitment isn’t a massive problem. Having a range of venues also helps – staff know there are options for them to develop and grow,” says group Co-Owner Conrad Howard.

The group, which is also owned by Tracey Sweeney and Judy Howard, includes Orso, Market Lane, Elbow Lane, The Castle Café and Goldie. All successful, award-winning restaurants that demonstrate just how far you can climb up the Market Lane ladder. Aishling Moore proves the point; in 2019, she was invited by the group to become Head Chef/Co-Proprietor of Goldie. Since then, the seafood restaurant has racked up a host of awards and achieved Michelin Bib Gourmand status. In 2023, Aishling was named Best Young Chef at the Food & Wine Awards and in the same year, she became deputy head of the Eurotoques Ireland Food Council. “I think our best advertisement is ourselves. Prospective candidates look at the group and think oh yeah, that person has made the kind of journey I’m interested in. They recognise the possibilities that are there. We were proud to offer Aisling the opportunity to join us as an equal partner, that’s the model that we operate in our restaurants. I think as an industry, we must go down that road so people can commit their long-term future to

hospitality.” Deirdre Munnelly, Managing Partner at Orso, began her career in the group as a server in Market Lane. Stephen Kehoe, Elbow Lane owner, started out as a chef at Market Lane and Jerry O’Sullivan also worked as a server at Market Lane before grasping an owner opportunity at The Castle Café. “That’s soft advertising for us, highlighting the fact there’s so much opportunity within the group.”

Three apprentices recently finished their training at the group, with another one due to finish in the next month or two. Just one apprentice has been taken on this year. “We would be happy to take on another three or four but it’s difficult with the way the programme is constructed. A lot of the cost is put on the employer. We don’t want a free ride, but I don’t think it’s set up as well as it could be. There’s work to do there at a government level to make sure employers are supported in the way that other industries are supported.”

Originally from Dublin, Conrad’s been living in Cork for over 20 years. He spent a few years working in London where he discovered a love for hospitality, before moving back to Dublin to work for Jay Bourke. “Back then, Jay had around 14 venues across Dublin, Cork and Sligo. He asked me to run a number of properties in Cork, one of which was Cafe Bar Deli. It was great to get back into a restaurant setting as opposed to a venue or pub.” With the recession about to hit its peak, the writing was on the wall. When Conrad was made redundant, it was time to strike out on his own. “The Market Lane building had been vacant for a while. I knew the landlord, he was a super nice guy, really patient and generous. So we – my wife Judy, my business partner Tracey and I – opened the restaurant on a wing and a prayer. think that because we had no money, we didn’t have to contend with bank loans and

punitive rates of interest. We were nimble and eager to just give it a go.” That eagerness paid off and in 2011, the trio opened The Castle Café. In the next few years, Orso, Elbow Lane and Goldie followed. “I suppose youth was on our side. We wanted to prove we could do it.”

Four of Market Lane’s venues are located in Cork city, while one is in Blackrock. The county and the city, in particular, are on the up. “Tourist numbers are definitely rising. While we’re not seeing big groups of people following an umbrella just yet, we are seeing good numbers visiting the city and that’s good for business. We used to say, if we can get to September the jazz festival is just

This is a business that you have to work at every day. It’s not easy, but I love it

around the corner and we’ll be on solid ground. We don’t say that anymore as summer is now our busiest time.”

So business is good, but margins are tight and those margins are impacted by consumer sentiment. “It’s fragile. There’s a good amount of confidence in Cork, but worldwide events affect consumer spending. You can’t rest on your laurels. Every new set of costs, be it autoenrolment, VAT, energy or local authority costs, they all erode the margin. All it takes is a small shock to send you into the red. This is a business that you have to work at every day. It’s not easy, but I love it.”

PASTE COPY

What exactly is the “beige-ification” of luxury hotels? DONAGH DAVERN ponders the industry’s latest term

AND

Arecent report on the luxury travel market compiled by Preferred Hotels & Resorts in partnership with The Harris Poll cites that “beige-ification” is one of the key threats for the travel industry in 2025. So, what is this new term in the travel sector? Well, beige-ification refers to the Instagram copy and paste trend in travel, which luxury travellers now actively avoid in order to evade what the report refers to as destination disillusionment. In fact, the report states that 60% of the luxury travellers it surveyed believed that luxury hotels feel “beige” to them, with their design, food and beverage offering, amenities and general feel all being the same.

Luxury travellers are now chasing a more personalised experience which is distinctive and often curated by advisers who use their personal connections to create the ultimate travel experience. It’s no wonder then that sales directors, general managers and hotel owners often travel to New York and other parts of North America on sales trips organised by the likes of Celebrated Experiences who are experts in 4 and 5 star personalised travel itineraries. When these representatives from Irish hotels meet with high-end travel agents in the States, it gives the travel agent an opportunity to create a unique link or bond which they can then sell to their client. They listen to client’s needs and create a travel experience which can match their needs and even exceed them.

Virtuoso – a leading global network of 20,000 advisers specialising in luxury travel and experiences – is another provider who use their personal connections to create bespoke trips for clients. They partner with over 2,300 hotels, tour operators, cruise lines and other travel companies to create unique travel experiences. To become one of their suppliers, they require hotels to be categorised as either 4 or 5 star, to be in a desirable location, to provide excellent service, to have references from their advisors and ultimately, to pass their review performed by a representative committee of travel agency owners. American Express Travel’s premium hotel collection, Fine Hotels + Resorts, is another group of over 2,600 hand-picked hotels world-wide where access is granted to their Platinum Card members who can enjoy exclusive and elevated benefits when staying.

Loyalty programmes offered by the likes of Fine Hotels + Resorts are another key trend which luxury travellers seek today, allowing them, in this case, to earn membership rewards points, along with being able to earn loyalty points from the individual hotels they stay in. These programmes mean that luxury travellers can stay in high-end accommodation but also receive added benefits and/or preferential rates.

The trend to move away from beige-ification

Dr Donagh Davern is a Lecturer at Munster Technological University and a former Hotel General Manager

For the luxury traveller, the cookie-cutter approach is to be replaced by an individualised style of service, curated by an expert with contacts at their beck and call

means that luxury travellers are seeking hotels with a unique identity. In Ireland, that might mean a castle property such as Ashford in Co Mayo which underwent a reported €75 million renovation to enhance its luxury offering, or Dromoland Castle in Clare which completed a €20 million renovation including bedroom upgrades and a brand-new spa. Dromoland went on to win the Gold Medal Award for 5 Star Spa Experience earlier this year. Just this summer, the Treacy Family unveiled their upgraded Killarney Park following a €15 million investment to cater to what they term the “ultra-luxury” market. Sharing guests with the likes of the aforementioned castles, with Adare Manor and other luxury destinations, the owners decided to elevate their experience to compete at this level. This hotel has invested consistently since Padraig and Janet Treacy originally opened it in 1992 and in my tenure as General Manager in the early 2000’s, it moved from 4 to 5 Star status, with lobby, bar and bedroom renovations, along with the addition of a luxury boutique spa. Their latest reimagining brings the National Park into the rooms through its wallcoverings and textures, but also sees the addition of high-tech gadgets in bedrooms to appeal to the discerning luxury client which they aim to retain and attract. The needs and desires of this clientele will be catered to by the newly created position of Guest Experiences Manager to ensure a bespoke and personalised experience for those seeking that ultra-luxury escape.

So, for the luxury traveller, the cookie-cutter approach is to be replaced by an individualised style of service, curated by an expert with contacts at their beck and call. It brings me back to 1990 and the movie Pretty Woman, where actor Hector Elizondo played Bernard Thompson, the ever-present manager at the Beverly Wilshire Hotel who could meet every request and need with a simple phone call. Maybe the days of a strong management presence in hotel lobbies are returning, as properties try to distinguish themselves from other similarly graded establishments. Many bemoan the transition of the General Manager from this role to an officebased number cruncher. Maybe a welcome return to the old ways is afoot. Although technology has added greatly to what hotels can do, these luxury travellers are resisting AI-generated itineraries in search of bespoke experiences, where they can immerse themselves in the local culture and in a property where its design is not social-media driven to cater to the Instagram generation.

Luxury hoteliers should ensure that they consider the concept of beige-ification in terms of their design, product and service. Offering a point of difference, something individual and special, will help ensure they attract their share of the luxury market and stand out in an ever-competitive hotel environment.

The Associate Director for Hotels & Restaurants at Galgorm Collection on expansion plans and building on Northern Ireland’s golf legacy

A ChatQuickwith... Lynsey Gordon

We have a strong food provenance within our restaurant at The Old Inn – our fish is caught about three miles down the road. We’re so fortunate to be on the coast

WHAT’S YOUR EXPERIENCE IN THE INDUSTRY?

I’ve been with Galgorm Collection for 15 years and in my current role as Associate Director since 2023. Previous to that, I was GM at the Rabbit Hotel. I’ve also worked for Hastings Hotel Group and was part of the team that opened the Grand Central Hotel in Belfast, which is the largest hotel in Northern Ireland. My very first job in hospitality was as a KP in a local restaurant in my hometown.

HOW’S BUSINESS?

It’s good. It was lovely to have the Open take place in Northern Ireland earlier this summer. Having that kind of world class event shines a spotlight on everything we have to offer here. It also creates a legacy – people will come to stay in Northern Ireland from either watching the Open on TV or maybe attending the event itself.

IS RECRUITMENT A MAJOR ISSUE?

It can be tough. We’ve taken it upon ourselves to train people up and give them a qualification at the end. Everyone in this industry is now looking beyond standard recruitment. Previously, we would have seen an influx of European workers, particularly in the North, but new restrictions have put a stop to that. Other challenges include the rising costs of running a property. Food costs are huge but we try and focus on seasonal produce – that gives you the best value for money. We have a strong food provenance within our restaurant at The Old Inn – our fish is caught about three miles down the road. We’re so fortunate to be on the coast.

IS IT DIFFICULT TO MAINTAIN A BALANCE BETWEEN VALUE AND BEING PROFITABLE?

Yes, it is. If we are charging a premium price for a four-star hotel, that experience must feel like a value for money proposition. We can’t pass all the costs on to the customers, we have to absorb some of it, so we just have to try and make that work as a business. We’re constantly looking at how we can save on costs, whether that’s through sustainability or energy consumption. We’re fortunate that The Old Inn is a beautiful property. It used to be an old coach house and it’s actually the second oldest inn in Ireland, it dates back to 1614. There’s great character in the building and that’s something all tourists, but especially US tourists, really appreciate. When that’s matched with authentic Irish hospitality, it’s valued all the more.

ARE THERE EXPANSION PLANS FOR ANY OF THE HOTELS?

There are. At The Old Inn, we want to add an additional six cottages and in the spa, we’re planning on adding hot tubs, saunas and a cooler plunge. Being part of the Galgorm Collection, we’re a small master spa and so our customers, whether they’re domestic or international, expect very high quality and service. The Collection has also grown; in November 2024, we acquired Roe Valley Resort in Limavady. We have also acquired some land at Magilligan, on the mouth of Lough Foyle in Derry, to develop a championship golf course. Golf is such a strong feature in Northern Ireland – we want to be ready to capitalise on the advantages that the Open has created.

Now in their 36th year, the Gold Medal Hotel Awards are recognised as the leading independent awards programme for the Irish hospitality industry. Judged by industry experts, the Hotel & Catering Review Gold Medal Awards recognise and reward excellence in hospitality and catering operations across the island of Ireland. These awards encourage and applaud hotels, restaurants, guest houses, spa and leisure facilities, event caterers, healthcare caterers, site caterers, as well as individuals and teams, that achieve the highest standard of product and service in the industry.

For more information visit: www.goldmedal.ie or contact Jill Thornton, Senior Event Manager Phone: 01 640 1700 | Email: jill.thornton@ashvillemediagroup.com

PROUDLY SPONSORED BY

Limited number of Category Sponsorships remaining, for more information contact Trish Murphy, Sponsorship Director Phone: 086 837 9246 | Email: trish.murphy@ashvillemediagroup.com

The original, served the original way