After months of takeaway only, outdoor dining finally reopened, followed - at some length - by limited indoor dining. We spoke to a variety of hospitality business owners around the country to see how they were getting on, despite the ongoing uncertainty.
This article was originally published in the Summer 2021 issue of Hospitality Ireland Magazine, in July of 2021.
Fergus O’Halloran, The Twelve
How has the last year been for your business?
Well, you know, up and down. Despite everything, it’s been positive, relatively speaking. We never closed. Our drive-through was a tremendous success and continues to be. We launched an online shop, which is flying. We kept our management and culinary team employed, invented Brown Bag Cocktails, opened our outdoor terrace, Nóin, entered new markets in Ireland, and grew our brand image in many ways. It was immensely rewarding to see the support and encouragement that our international fan base gave us, as well as our loyal local guests.
How have the first weeks of outdoor reopening been?
We spent three weeks training our new team members and getting everything ready. We have been at full capacity pretty much every day since we opened. Many of the team are, naturally, still learning and dealing with real scenarios now, so it’s vital that we have a very strong management presence at all times. Recruitment is ongoing, and it’s very challenging to find career individuals at the moment.
What are your hopes for the next six months?
We will continue to be very busy and offer great service. That’s what we expect. The challenge is: how will we manage the business demands when a large percentage of our team go back to school prior to September? So, my greatest hope is that we will resolve this dilemma over the next month.
Do you think that the government has done enough to support the hospitality industry?
The government here have done better than other countries. Some other countries have done better than us. It’s relative. No matter what, there will always be criticism. The next big test for our government are the months and years ahead. We are only in the middle of these uncharted waters and can only hope that their compass works.
Ruairi O’Connor, River Lee Hotel
How has the last year been for your business?
Like most businesses in our sector, we were heartbroken to close our doors and restrict operations in 2020, however, the dedication and optimism of our team kept our spirits up. The team worked on a number of charitable and giving initiatives, including providing meals to Cork Penny Dinners during the closure period, which gave us a renewed sense of purpose. Our industry has undoubtedly been massively affected by the pandemic and the several lockdowns we have endured over the last 15 months, however, during the periods we were open, we were delighted to see the support of local guests, and guests from all over Ireland, as they returned to us in their droves.
How have the first weeks of outdoor reopening been?
We have been blown away by the support of our loyal customers and guests since we reopened in early June. We have heard stories of delayed celebrations that are now finally taking place, long-awaited reunions, and delight from our returning guests, which has reinforced our passion for what we do. We have particularly been delighted with the support of our local customer base in Cork, in their interest and support for our latest terrace installation, Meadow, in partnership with Ketel One Botanical. The demand for outdoor-dining bookings on this beautiful terrace was unprecedented, and we are incredibly grateful.
What are your hopes for the next six months?
We hope that the next six months will gradually see us moving out of the restrictions, safely and cautiously, and with a return to something that is as close normality as is feasible before the end of the year. We know this from speaking with our guests, their desire for celebrations, and their desire to support local and family-run hospitality, like ourselves. The vaccines have certainly brought a renewed sense of hope to the nation, and we look forward to celebrating bigger occasions in the near future, with brighter days ahead.
Do you think that the government has done enough to support the hospitality industry?
Yes. The support schemes in place have been extremely beneficial to our business.
Mel’s of Narraghmore
Melanie Treacy, Mel’s of Narraghmore
How has the last year been for your business?
Obviously devastated in March 2020, to hear the news that we would have to close for two weeks, as I had begun refurbishing the pub to include kitchens in March 2019 and was almost ready to go in March 2020. Everything just went on hold, with huge uncertainty. I was delighted to open again in September-October 2020, but we were again shut down. After the blanket moratorium on loans, the banks resumed the repayments without much real engagement. Once I heard pubs serving food could open in December, I pushed on with finalising preparations to start to do food in December 2020 for the first time, not believing we would be shut down again due to Covid-19.
Once again, I was devastated to realise we had to close again before the end of December 2020. I had just employed a chef and other staff. As we were completely new to the food side of things, we decided to continue to takeaway – click-and-collect – to establish ourselves as a pub with a good food offering. If we had been established for a long time, we probably would have closed and received the CRSS and PUP payments, but as we were open, serving food, we didn’t receive them. Only for the help of family and friends working in the kitchen, alongside one paid staff member – the chef – it would not have been possible to do this. We were probably in the unusual situation of starting a new part of our business during Covid.
How have the first weeks of reopening been?
The first week of opening has been very good, but it was always going to be, with the bank holiday Monday, and we were lucky with the weather. I am also very lucky that we have lots of outdoor space.
What are your hopes for the next six months?
Number one: I hope we don’t have to close again! We are trying to establish ourselves as a destination gastropub.
Do you think that the government has done enough to support the hospitality industry?
Everyone’s circumstances are individual, and for me, no, but I was in an unusual situation. I had a very bad 2019, anyway, and was working towards the food aspect and upgrade of facilities to attract new business. In essence, I would have been better off financially if I closed in 2021, but were trying hard to establish a new business.
I could say we are a family-run business, but, effectively, it’s only me, myself and I. Although I have had huge help from the other half and family members, I could not have survived without family members, who have their own jobs and children, and who have gone way beyond to support me. I will be forever in their debt – good job they love beer and food!
www.melsofnarraghmore.ie
Domini Kemp, Hugh Brown’s Restaurant and Edition Cafe, Brown Thomas Dublin
How has the last year been for your business?
It’s crazy to think that our restaurants have traded for about three months in the last 12. Some parts of the business have been able to remain open, but it’s fair to say that our industry has been decimated.
How have the first weeks of ‘reopening’ been?
We’re hearing a lot of encouraging messages from customers, but the idea that we’ve achieved so much with vaccination, and yet may be turning away some customers is concerning. At this stage, people have a good understanding of their personal circumstances and risks. Restaurants are well regulated, and between antigen testing, vaccinations, and how far science has come, I’d prefer to leave customers to make those decisions for themselves.
What are your hopes for the next six months?
That we remember that the world has been through a lot, so kindness and understanding will be important for everyone to display.
Do you think that the government has done enough to support the hospitality industry?
It’s the uncertainty and kite-flying, plus so little notice when closing/reopening, that have been hard for all of us.
The K Club, Kildare
John Costelloe, The K Club, Kildare
How has the last year been for your business?
It has been an extremely difficult time for our business, and especially for our team and our staff. The hospitality business is all about people, and, both collectively and individually, the pandemic has affected us tremendously. In our business’s particular situation, we have been lucky to retain some amazing staff and have also developed the business in many ways. The Palmer, our new all-day dining venue, is open for outdoor dining now, with over 300 square metres of terrace space, with a fully retractable roof overlooking the eighteenth hole of the Palmer North course. Within the hotel, we have refurbished the lobby, the Barton Restaurant, and the cocktail bar, the Blue Martini.
How have the first weeks of outdoor reopening been?
While there have been small challenges, overall, our guests are giving us great feedback and our staff are excited to be back at work, doing what they love! It is very busy, and we are working to manage the business levels to ensure our guests have the experience they deserve.
What are your hopes for the next six months?
By the end of the year, and if it is safe to do so, we would love to see a full lifting of restrictions, allowing for weddings and events to go ahead without compromise. At the end of the day, it is all about the guest, and we would love to elevate their experience.
Do you think that the government has done enough to support the hospitality industry?
The government has done a lot for our industry, and we acknowledge that. The next big challenge that will require government support is training and recruitment. Our industry has lost a lot of great talent. The opportunities are going to be here. We will need campaigns and supports to encourage more people to be a part of it.
Fota Island Resort
John O’Flynn, Fota Island Resort
How has the last year been for your business?
The last year has been challenging, as we took the decision to close the hotels from January to June, however, the resort has been very busy with domestic tourism during the period in which we have been reopened. Fota Island Resort is an idyllic location for staycations, with so much to do on the island itself, and in the surrounding area of East Cork, it is also by the sea, therefore there are plenty of options for all the family.
How have the first weeks of reopening been?
It has been great to be opened again. Similar to last year, we have very strong business on the books over July and August. The most challenging aspect of reopening was to get staff at associate level to return to work again.
What are your hopes for the next six months?
We are expecting the busy summer months to extend into September, and hopefully October. As international travel resumes, we are hoping to see the return of corporate travel on some level.
Do you think that the government has done enough to support the hospitality industry?
We have been happy with the support the government has provided to the industry over the last year. We welcomed the decision to extend the 9% VAT rate until September 2022, as well as the extension of the EWSS and the CRSS schemes.
Ballynahinch Castle Hotel
Eoin Walsh, Ballynahinch Castle Hotel
How has the last year been for your business?
The last year for our business has been tremendously challenging, but also full of learning. The stop/start nature of the year has posed many challenges, and we have had to find new ways to run the business. We were fortunate enough to have a very successful summer season and had to think outside the box to provide the correct balance of guest experience and guest safety. The most important asset in any good company is the people, and the three closures have meant we have lost some fantastic people from the business to work in other industries and also travel home, however, we have retained all our long-term, familiar faces. We have also used the closure periods as opportunities to enhance our hotel product by undertaking maintenance upgrades and refurbishment works across the estate.
How have the first weeks of reopening been?
Following our third closure, which was the longest, we were absolutely thrilled to reopen on 2 June. We are fortunate to be positioned in one of Ireland’s most scenic destinations and have an abundance of indoor space for our guests to enjoy. Demand has been fantastic, and the domestic market has been very good to our business. Reopening the hotel is always a little bit tricky, as good hotel operation needs momentum and will always have a few bumps along the way. We did find some of our team and our guests a little nervous on returning to work, however, we found our feet quickly, and we are really looking forward to a busy summer ahead.
What are your hopes for the next six months?
Firstly, our primary objective is to stay open. We believe the government has kept the industry closed for longer on this occasion with the intention of keeping it open now in the long term. The biggest risk to the business remains that of a Covid outbreak in the hotel, so we are fully focused on following all of the recommended measures. We are also looking forward to welcoming international visitors to the west of Ireland once more, and we hope that some will have the opportunity by the end of the summer to visit us.
Do you think that the government has done enough to support the hospitality industry?
I think the government had a very tough position, and there were some learnings during the first two lockdowns. Whilst the available grants and subsidies went a long way to keep businesses afloat, perhaps there could have been a better understanding of the complexity and challenges in opening and closing a hotel, particularly for an estate or resort property, where fixed costs are substantial all year round.
Fergal Harte, The Kingsley Hotel and Spa, Cork, and IHF Cork Chair
How has the last year been for your business?
It’s been a very challenging year for everyone in hospitality. We were fortunate to be able to come to an agreement with the HSE to accommodate their staff during the pandemic. Although it was nothing like the normal levels we would expect, this kept us busy, even during the lockdowns, and helped us to retain our core team of management and staff.
How have the first weeks of reopening been?
After such a long lockdown, it’s been a real thrill to see activity around all areas of the hotel, apartments, spa, and health club again. The fact that we’ve managed to retain so many of our team has been a great help to us, and it’s always exciting to welcome new members of staff, too. We’ve limited the number of rooms we’re selling each night, just to ensure we’re able to keep to the social-distancing guidelines, and to give our staff and guests comfort that the environment is safe and comfortable for them at all times.
What are your hopes for the next six months?
In the short term, we’re looking forward to welcoming non-residents into our catering outlets from 5 July. We’ll also be allowed to host wedding parties for up to 50 guests in July, and 100 in August. We’re very hopeful that the continued success of the vaccine roll-out over the coming months will mean that we’ll also be able to hold larger conference and banqueting events in the autumn and winter.
Do you think that the government has done enough to support the hospitality industry?
Yes, the supports have been very welcome. The government recognised the importance of the sector to the economy and the number of jobs that were at stake. Unfortunately, not everyone will have survived such a shock to their business, and many hospitality professionals chose to leave the industry altogether, due to uncertainty for the future. The government did, however, make a real effort to help businesses and save jobs through the pandemic. With the aviation sector in crisis and a likely very slow recovery in international travel, we hope the government recognises the devastating long-term impact on the tourism and hospitality sector over the coming years and will continue to support it as much as possible.
Read More: Hospitality Ireland Summer 2021: Read The Latest Issue Online!
