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Sunday, April 14, 2024

Maintain the spark alive in your visitor relationships


Intro – 00:00:02: Welcome to the Lodge Second podcast, offered by Revinate, the podcast the place we discuss to leaders within the hospitality trade. In the event you’re searching for traits, views, and tales from leaders in journey and hospitality, you’re in the proper place.

Karen – 00:00:21: Hey and welcome to a different episode of the Lodge Second podcast. At the moment, I couldn’t be extra excited to welcome Brian Murphy, a tremendously passionate and expert hospitality skilled. Brian is predicated in Eire the place he works with Cliste Hospitality as their Group Buyer Relationship Administration (CRM) Government. Brian has labored at many award-winning eating places and accommodations, and judging by his job historical past, is a born chief and somebody who is aware of learn how to handle each visitor and workers expectations inside this ever-changing sector. Welcome, Brian.

Brian – 00:00:52: Thanks very a lot, Karen. It’s beautiful to be right here.

Karen – 00:01:02: Properly, you recognize what? I’m so excited to have you ever on the decision. We’ve many shoppers in Eire and we don’t have sufficient illustration on this podcast. So that you’re the man.

Brian – 00:01:05: It’s nice. It’s nice. No, it’s good. It’s nice.

Karen: 00:01:06: So simply to get us began right here, you recognize, I had a have a look at your LinkedIn profile and also you’ve actually labored at some stunning accommodations and eating places all throughout each the UK and Eire. A few accommodations and eating places in London as properly. So having labored in a number of totally different hospitality environments the place the expectations of shoppers will need to have been very excessive in some circumstances, how vital is adaptability to thrive in these roles that you simply’ve had previously?

Brian – 00:01:30: That’s a extremely good query. I began out within the hospitality trade 15 years in the past, and it’s an trade that I fell into. And I keep in mind prefer it was simply yesterday. However I suppose I’ve labored in so many alternative properties all through my time, you recognize, from the boutique accommodations and to the company giants in Liverpool Avenue to the Michelin Star eating places. And on the finish of the day, I’ve all the time discovered that the visitor is the visitor. And I’ve by no means, ever modified who I used to be, I suppose, in my job, I’ve all the time been true to who I’m. And I suppose that’s sort of what saved me within the trade, as a result of I suppose, you recognize, day by day is totally different and has been totally different. And you recognize, adapting to these visitor preferences — I feel I’m going off-topic Karen.

Karen – 00:02:41: No you’re not! No. I feel what you’re hitting on is sensible. It’s about bringing your authenticity to no matter you’re doing.

Brian – 00:02:57: Yeah look. I can restart I suppose. I imply, look, as I say, I fell into the lodge trade, Karen, and it simply fell on my lap and I didn’t know what to anticipate. And I all the time assume again, I beat the hospitality ebook a lot. And I made a decision to pursue it, and moved to London. And as I say, I got here from actually small boutique Irish accommodations into London. I all the time keep in mind. I used to be so scared going to London as a result of I didn’t know what the expectation was there. I quickly realized that so long as you’re true to your self and also you keep on with your weapons, and also you don’t change who you might be. I imply, it’s an trade of personalities. And I’ve been fortunate sufficient to achieve success in the entire various vary of accommodations and eating places I’ve labored in due to that ethos.

Karen – 00:03:48: Yeah, completely. You understand, I feel that that’s essentially the most enjoyable that I’ve doing these interviews on the podcast is that everyone I discuss to that works in hospitality, as a result of we’re such individuals particular person, we simply find it irresistible. And when you get into it, as you say, you simply, it doesn’t matter what job you go into, you sort of carry that visitor expertise. And it’s an genuine, true factor that you simply love about, you recognize, that’s core to your persona, I assume, is the way in which to say it.

Brian – 00:04:13: Completely. The trade of hospitality, it’s a tricky trade. However one factor that I discover, particularly, you recognize, having spent nearly all of my profession in operations, that you recognize, the great days most definitely outweigh the dangerous ones as a result of it’s these optimistic visitor experiences or these experiences that you simply take away day by day and also you see the impression that it has on that visitor journey is what makes it keep within the trade.

Karen – 00:04:43: Are you able to discuss to me just a little however in regards to the historical past of Clíste, and what has bought you excited in regards to the enterprise currently?

Brian – 00:04:50: Clíste Hospitality is, I suppose, is among the main operators and administration of hospitality venues in Eire. And it was based by two of my colleagues, Paul Fitzgerald and Seán O’Driscoll. And the journey started again in 2012. And I suppose the imaginative and prescient for them was to sort of redefine hospitality in Eire and the island of Eire. Our portfolio for now could be sitting at 14 accommodations throughout the island of Eire. And we’ve only recently expanded into Belfast in Northern Eire. And our assortment of accommodations, is a extremely various collection of 4 and five-star accommodations, all through handpicked areas of Eire. They’re all impressed by totally different cultures and the gorgeous landscapes all of them have. And you recognize, I suppose, our portfolio is so various. We’ve bought the trendy modern in Dublin with Dublin Lodge, right down to the 5-star luxurious Muckers Park Lodge and Spa in that vacationer vacation spot. And loads of it, as I say, is within the title. “Cliste”, is Gaelic for intelligent, which not solely  I suppose displays our Irish roots, but it surely’s additionally our dedication to constructing these real relationships with our properties, our shoppers, and our communities alike.

And I suppose me personally, you recognize, Cliste Hospitality, particularly the INUA Assortment, I’m most excited to see the place we’re gonna go. I imply, since I’ve come on board, now we have grown a lot. You understand, in instances of uncertainty to see that we’re increasing our portfolio and rising as group, is an actual testomony to the product we provide. You understand, me personally within the CRM realm, having come from operations, I’m beginning to see the opposite aspect and see sort of what’s on the horizon, and it actually seems good.

Karen – 00:06:59: That’s thrilling. So I all the time find it irresistible when someone, you recognize, once more, we talked to loads of professionals on this podcast that began in a single space of the enterprise, be that operations, you probably did loads of restaurant issues, and then you definitely transfer over sort of the extra, let’s name it expertise heavy a part of the enterprise. So now you’re in electronic mail advertising and CRM. Are you able to discuss to us about the way you leverage AI or expertise? Since you’ve bought loads of visitors, loads of accommodations, they’re coming from all totally different components of the world. So how do you in your new position leverage expertise to actually meet these expectations? And in addition, let’s face it, drive bookings into these accommodations?

Brian – 00:07:37: So you recognize, as I say, you hit the nail on the top. I got here from operations. I’ve not too long ago come into CRM and electronic mail advertising with Clíste Hospitality Hospitality. And I suppose, you recognize, it was a job that happened, Karen as a result of our portfolio was increasing and we’ve been working with Revinate for a number of years. And we had this unbelievable pool of information, however I suppose we weren’t in all probability leveraging as greatest as we presumably may. And you recognize, we at Clíste Hospitality, we’re definitely understanding the significance that expertise is now with the trade. How we’re harboring in so many initiatives in the intervening time, and we’re all the time experimenting with totally different initiatives as properly. I suppose, as of current, so we’ve began to roll out our on-line check-in simply to make the whole lot simpler for the visitor on that journey. We’ve additionally carried out our chatbots throughout the property as properly, which is implausible as a result of it feeds into our Revinate. So any of these heat leads that we get to our chatbots can feed again into Revinate, and we will appeal to these audiences to our properties. I suppose one which I’m actually enthusiastic about in the intervening time is Ivy, which has come on board within the final couple of months and we’re simply within the gentle launch section of Ivy. And, you recognize, we’re so enthusiastic about it right here at Clíste to introduce Ivy throughout the group as a result of not solely, you recognize, are we the primary lodge group in Eire to roll out Ivy, however I suppose it actually is sort of a vital step ahead in aligning, I suppose, our mission of making these deeper connections with our visitors. Our method sort of revolves round leveraging these customized automated communication via the visitor journey and enhancing that engagement and satisfaction. And Ivy is such a flexible software that it contributes to so many different aims that now we have. So, you recognize, we actually wish to enhance that visitor satisfaction throughout the portfolio. We actually wish to perceive the visitors and their preferences, however not solely with Ivy, you recognize, it additionally addresses any on-site points that now we have promptly. However once more, we wish to attempt to increase that outlet income as properly. And actually once we had been searching for a software, Ivy ticked all these containers, actually. And have you learnt what, for us as properly Karen, within the trade, clearly staffing has grow to be — is a world problem within the trade in the intervening time. And I suppose Ivy has its means with synthetic intelligence to unencumber our workers on the positioning. It actually permits them extra time to concentrate on delivering, I suppose, the old-school significant visitor experiences that everyone knows properly. And by embracing the AI expertise, routine duties are automated. So it empowers all of the group on the ground, and I do know all too properly to offer that customized distinctive service. And with Ivy, it was a no brainer for us as a result of we all know that the visitors are actually actual tech-savvy, and who depend on WhatsApp fairly each day. And we’re beginning to actually perceive now their digital habits. And our intention is, I suppose, is to attempt to improve the visitor journey at each contact level by delivering not solely a message, however a customized value-driven message. So we’re extremely excited. We’re thrilled to have Ivy come on board. As I say, it’s sort of within the gentle launch section in the intervening time. However, you recognize, as you mentioned, we get loads of worldwide visitors to our properties. Eire is a extremely scorching vacation spot for worldwide visitors, particularly from America and america. And you recognize, a bit additional than that, with Ivy Translate, it’s now permitting us to faucet into our worldwide visitors by speaking with them of their native languages. So we’re attracting a method broader viewers now than we ever may. And, you recognize, we’re actually excited to see how Ivy evolves and positively impacts that visitor Interplay.

Karen – 00:12:11: Superior. Properly, thanks a lot for speaking about Ivy. So Ivy is our messaging app. It’s our SMS app that integrates with WhatsApp for the listeners who don’t know an excessive amount of about Ivy. However I feel you hit the nail on the top. You actually wish to meet visitors the place they’re. They have already got WhatsApp on their telephone. They don’t need to obtain one thing new. After which I actually love what you talked about along with your workers as a result of staffing is a matter. After which additionally for the professionals you do have on property, you don’t wish to hassle them with, “What’s the Wi-Fi password? Can I get additional towels? What time does the restaurant open?” So there’s so many questions that visitors ask over and over and over. And should you can automate a part of that, nice. And then you definitely even have the flexibility when it’s a extra in-depth query — one thing a few native restaurant or one thing taking place within the area, your workers can soar in and really do what they do greatest, which is correct visitor expertise. So thanks for calling that out as a result of I feel it’s vital.

Brian – 00:13:15: Precisely, you recognize, Karen, it truly is. The workers that now we have, we’re extremely blessed throughout our portfolio with the extent of workers that now we have. And the Irish, they’re notably recognized for delivering that customer support, and folks journey to Eire for it. So we don’t essentially wish to sort of substitute that. Whereas we’re embracing expertise at Clíste Hospitality, and we perceive it’s a pivotal position within the trade, we might by no means wish to overshadow that non-public contact and that real hospitality that our colleagues present and our visitors crave it. So we at Clíste are simply utilizing AI to boost and to facilitate these connections.

Karen – 00:14:06: And I feel that’s the correct use. You understand, I feel AI might be so terrifying to lots of people. Actually, whenever you have a look at the information, you’re like, “Oh, my gosh, that is going to do the whole lot.” However I feel truly the correct software of AI is to do precisely what you’re saying. Take away the redundant duties that no person desires to do, however you’ll by no means be capable of substitute the workers that’s on property. And that’s the reason individuals go to Eire, as a result of they love Irish individuals, you recognize, as a result of they wish to — I do know who’s talking as an American, you recognize, we love the whole lot about it. The accent, the humorousness, like the whole lot. So I feel that’s a great way to consider it. So sort of trying off into the long run, you recognize, should you had a crystal ball, what do you see any large developments coming down the road for hospitality? We talked just a little bit about AI. You talked about sort of the brand new check-in. What’s sort of your dream state coming down the road should you had a crystal ball within the subsequent name it 5 to 10 years for hospitality?

Brian – 00:15:07: It’s a extremely robust one, to be sincere. It’s a extremely onerous one to name as a result of — I say lucky —- I’ve seen large adjustments within the trade myself, having labored my method up via the trade, seen out via pandemics, labored via pandemics, post-pandemic, and now the place we’re right this moment. If I had a crystal ball the place we’re in 5 years, 5 to 10 years, you recognize what, Karen? I wouldn’t like an entire lot to alter, to be sincere with you. And that’s me being truthful. It’s already, as we’ve touched on AI, you recognize, taking up these mundane duties. However it’s an trade that has lasted the take a look at of time and has seen out a pandemic and has in all probability come out stronger than it. After all, we’ve had our ups and downs, but it surely’s all the time been such a resilient trade. And yeah, if I had a crystal ball, I’d like to see, you recognize, it simply develop and flourish prefer it all the time has and to not change an excessive amount of, actually. And that’s sort of the place I’d like to see it. I wouldn’t like to see an excessive amount of of a change. I simply assume it’s a lovely factor and I’d hate to see an excessive amount of change to it.

Karen – 00:16:35: Yeah, I feel that’s a lovely solution to put it. We preserve optimizing what we’ve bought occurring right here, you recognize, maximize it. However I feel that’s what’s so great about hospitality. We ship experiences. You understand, we’re the holiday of a lifetime. We’re how individuals recharge, loosen up, and join. So I agree with you 100%. OK, so I’ve bought one final query for you. What piece of recommendation would you give somebody simply moving into hospitality now? So somebody who’s model new, they’re desirous about coming into the sector. What piece of recommendation would you give?

Brian – 00:17:16: Keep it up. Keep it up. I began, as I say, 15 years in the past, and I didn’t actually see, I didn’t actually know if there was a future for it in me. And particularly after pandemic, I considered totally different profession paths, as did lots of people. However recommendation, keep it up. It’s essentially the most rewarding trade. I discover if somebody may have advised me 15 years in the past that I’d be sitting right here speaking to Karen, I’d have laughed. And I’ve actually gone —  I’ve by no means studied hospitality, Karen. I labored my method up via the ranks. Anybody beginning out in hospitality, I’ll say, “simply get on the market.” Journey as properly is basically useful. London actually sort of opened up my eyes to the expectations within the trade, but in addition sort of the alternatives. You understand, unfold your wings. Go to conferences that you simply’re not invited to. Ask the questions that you simply’re not imagined to ask. A mentor advised me very early on in my profession, Karen, to “all the time encompass your self with individuals who have an curiosity not solely in your private development, but in addition your skilled development.” And I’ve all the time sort of caught by that all through my profession and been extremely fortunate. However you make your personal luck as properly within the trade I discover.

So follow us. I do know the hours are lengthy. I do know these cut up shifts, but it surely’s all price it. and set your self a aim. And I’m certain you may get there.

Karen – 00:18:58: Okay, nice. So Brian, it has been an actual pleasure. So if of us wish to study extra about Clíste Hospitality, the place can they discover you?

Brian – 00:19:04: Yeah, so you’ll be able to study extra about Clíste Hospitality. It’s Cliste Hospitality. And you can even see our various vary within the INUA Assortment at inua.ie.

Karen – 00:19:17: Great. Thanks a lot, Brian.

Brian – 00:19:20: My pleasure. Thanks very a lot, Karen.

Outro – 00:19:21:Thanks for listening to the Lodge Second Podcast. Make certain to subscribe wherever you take heed to podcasts. And should you’re watching on YouTube, please just like the video and subscribe for extra content material. For extra data, head to hotelmomentpodcast.com. The Lodge Second Podcast is offered by Revinate.

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