Intro – 00:00:02: Welcome to the Lodge Second podcast, offered by Revinate, the podcast the place we speak to leaders within the hospitality business. In the event you’re searching for developments, views, and tales from leaders in journey and hospitality, you’re in the best place.
Karen – 00:00:21: Whats up and welcome to a different episode of the Lodge Second podcast. In the present day, 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 lodges, and judging by his job historical past, is a born chief and somebody who is aware of how one can 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 realize what? I’m so excited to have you ever on the decision. We’ve many purchasers 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 realize, I had a have a look at your LinkedIn profile and also you’ve actually labored at some lovely lodges and eating places all throughout each the UK and Eire. A few lodges and eating places in London as effectively. So having labored in a number of completely different hospitality environments the place the expectations of shoppers will need to have been very excessive in some circumstances, how necessary is adaptability to thrive in these roles that you simply’ve had previously?
Brian – 00:01:30: That’s a very good query. I began out within the hospitality business 15 years in the past, and it’s an business that I fell into. And I bear in mind prefer it was simply yesterday. However I suppose I’ve labored in so many alternative properties all through my time, you realize, from the boutique lodges 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 type of what stored me within the business, as a result of I suppose, you realize, day-after-day is completely different and has been completely different. And you realize, 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 good. 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 business, Karen, and it simply fell on my lap and I didn’t know what to anticipate. And I all the time suppose again, I beat the hospitality e book 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 lodges into London. I all the time bear 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 stick with your weapons, and also you don’t change who you might be. I imply, it’s an business of personalities. And I’ve been fortunate sufficient to achieve success in the entire various vary of lodges and eating places I’ve labored in due to that ethos.
Karen – 00:03:48: Yeah, completely. You realize, I feel that that’s essentially the most enjoyable that I’ve doing these interviews on the podcast is that everyone I speak to that works in hospitality, as a result of we’re such folks individual, 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 type of convey that visitor expertise. And it’s an genuine, true factor that you simply love about, you realize, that’s core to your character, I assume, is the best way to say it.
Brian – 00:04:13: Completely. The business of hospitality, it’s a tricky business. However one factor that I discover, particularly, you realize, having spent the vast majority of my profession in operations, that you realize, the nice days most definitely outweigh the dangerous ones as a result of it’s these constructive visitor experiences or these experiences that you simply take away day-after-day and also you see the impression that it has on that visitor journey is what makes it keep within the business.
Karen – 00:04:43: Are you able to speak to me a bit of however concerning the historical past of Clíste, and what has received you excited concerning the enterprise currently?
Brian – 00:04:50: Clíste Hospitality is, I suppose, is without doubt one of 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 type of redefine hospitality in Eire and the island of Eire. Our portfolio for now could be sitting at 14 lodges throughout the island of Eire. And we’ve only recently expanded into Belfast in Northern Eire. And our assortment of lodges, is a very various collection of 4 and five-star lodges, all through handpicked areas of Eire. They’re all impressed by completely different cultures and the beautiful landscapes all of them have. And you realize, I suppose, our portfolio is so various. We’ve received the fashionable up to date in Dublin with Dublin Lodge, right down to the 5-star luxurious Muckers Park Lodge and Spa in that vacationer vacation spot. And a whole lot of it, as I say, is within the identify. “Cliste”, is Gaelic for intelligent, which not solely I suppose displays our Irish roots, nevertheless it’s additionally our dedication to constructing these real relationships with our properties, our purchasers, and our communities alike.
And I suppose me personally, you realize, 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, we’ve got grown a lot. You realize, in instances of uncertainty to see that we’re increasing our portfolio and rising as staff, is an actual testomony to the product we provide. You realize, me personally within the CRM realm, having come from operations, I’m beginning to see the opposite aspect and see type 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 anyone, you realize, once more, we talked to a whole lot of professionals on this podcast that began in a single space of the enterprise, be that operations, you probably did a whole lot of restaurant issues, and you then transfer over type of the extra, let’s name it know-how heavy a part of the enterprise. So now you’re in e mail advertising and CRM. Are you able to speak to us about the way you leverage AI or know-how? Since you’ve received a whole lot of company, a whole lot of lodges, they’re coming from all completely different components of the world. So how do you in your new position leverage know-how to essentially meet these expectations? And likewise, let’s face it, drive bookings into these lodges?
Brian – 00:07:37: So you realize, as I say, you hit the nail on the top. I got here from operations. I’ve lately come into CRM and e mail advertising with Clíste Hospitality Hospitality. And I suppose, you realize, 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 unimaginable pool of knowledge, however I suppose we weren’t in all probability leveraging as finest as we probably may. And you realize, we at Clíste Hospitality, we’re definitely understanding the significance that know-how is now with the business. How we’re harboring in so many initiatives in the intervening time, and we’re all the time experimenting with completely different initiatives as effectively. I suppose, as of current, so we’ve began to roll out our on-line check-in simply to make every little thing simpler for the visitor on that journey. We’ve additionally carried out our chatbots throughout the property as effectively, which is incredible 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 entice 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 mushy launch part of Ivy. And, you realize, we’re so enthusiastic about it right here at Clíste to introduce Ivy throughout the group as a result of not solely, you realize, 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 company. Our strategy type of revolves round leveraging these customized automated communication via the visitor journey and enhancing that engagement and satisfaction. And Ivy is such a flexible device that it contributes to so many alternative goals that we’ve got. So, you realize, we actually wish to enhance that visitor satisfaction throughout the portfolio. We actually wish to perceive the company and their preferences, however not solely with Ivy, you realize, it additionally addresses any on-site points that we’ve got promptly. However once more, we wish to try to increase that outlet income as effectively. And actually once we have been searching for a device, Ivy ticked all these bins, actually. And are you aware what, for us as effectively Karen, within the business, clearly staffing has turn into — is a world challenge within the business in the intervening time. And I suppose Ivy has its means with synthetic intelligence to release our workers on the positioning. It actually permits them extra time to deal with delivering, I suppose, the old-school significant visitor experiences that everyone knows effectively. And by embracing the AI know-how, routine duties are automated. So it empowers all of the staff on the ground, and I do know all too effectively 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 company at the moment are 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 try 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 type of within the mushy launch part in the intervening time. However, you realize, as you mentioned, we get a whole lot of worldwide company to our properties. Eire is a very scorching vacation spot for worldwide company, particularly from America and america. And you realize, a bit additional than that, with Ivy Translate, it’s now permitting us to faucet into our worldwide company by speaking with them of their native languages. So we’re attracting a approach broader viewers now than we ever may. And, you realize, 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 company the place they’re. They have already got WhatsApp on their telephone. They don’t must 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 company ask over and again and again. And when you can automate a part of that, nice. And you then 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 leap in and really do what they do finest, which is correct visitor expertise. So thanks for calling that out as a result of I feel it’s necessary.
Brian – 00:13:15: Precisely, you realize, Karen, it truly is. The workers that we’ve got, we’re extremely blessed throughout our portfolio with the extent of workers that we’ve got. And the Irish, they’re significantly recognized for delivering that customer support, and other people journey to Eire for it. So we don’t essentially wish to type of exchange that. Whereas we’re embracing know-how at Clíste Hospitality, and we perceive it’s a pivotal position within the business, we might by no means wish to overshadow that non-public contact and that real hospitality that our colleagues present and our company 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 realize, I feel AI will be so terrifying to lots of people. Actually, once you have a look at the information, you’re like, “Oh, my gosh, that is going to do every little thing.” However I feel truly the correct software of AI is to do precisely what you’re saying. Take away the redundant duties that no one desires to do, however you’ll by no means be capable to exchange the workers that’s on property. And that’s the reason folks go to Eire, as a result of they love Irish folks, you realize, as a result of they wish to — I do know who’s talking as an American, you realize, we love every little thing about it. The accent, the humorousness, like every little thing. So I feel that’s a great way to consider it. So type of wanting off into the longer term, you realize, when you had a crystal ball, what do you see any large developments coming down the road for hospitality? We talked a bit of bit about AI. You talked about type of the brand new check-in. What’s type of your dream state coming down the road when you had a crystal ball within the subsequent name it 5 to 10 years for hospitality?
Brian – 00:15:07: It’s a very robust one, to be trustworthy. It’s a very exhausting one to name as a result of — I say lucky —- I’ve seen large modifications within the business myself, having labored my approach up via the business, seen out via pandemics, labored via pandemics, post-pandemic, and now the place we’re in the present day. If I had a crystal ball the place we’re in 5 years, 5 to 10 years, you realize what, Karen? I wouldn’t like an entire lot to alter, to be trustworthy with you. And that’s me being truthful. It’s already, as we’ve touched on AI, you realize, taking up these mundane duties. Nevertheless it’s an business 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. In fact, we’ve had our ups and downs, nevertheless it’s all the time been such a resilient business. And yeah, if I had a crystal ball, I might like to see, you realize, it simply develop and flourish prefer it all the time has and to not change an excessive amount of, actually. And that’s type of the place I might like to see it. I wouldn’t like to see an excessive amount of of a change. I simply suppose it’s a gorgeous factor and I’d hate to see an excessive amount of change to it.
Karen – 00:16:35: Yeah, I feel that’s a gorgeous technique to put it. We preserve optimizing what we’ve received happening right here, you realize, maximize it. However I feel that’s what’s so fantastic about hospitality. We ship experiences. You realize, we’re the holiday of a lifetime. We’re how folks recharge, chill out, and join. So I agree with you 100%. OK, so I’ve received one final query for you. What piece of recommendation would you give somebody simply stepping into hospitality now? So somebody who’s model new, they’re enthusiastic 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 thought of completely different profession paths, as did lots of people. However recommendation, keep it up. It’s essentially the most rewarding business. I discover if somebody may have advised me 15 years in the past that I’d be sitting right here speaking to Karen, I might have laughed. And I’ve actually gone — I’ve by no means studied hospitality, Karen. I labored my approach up via the ranks. Anybody beginning out in hospitality, I’ll say, “simply get on the market.” Journey as effectively is basically useful. London actually type of opened up my eyes to the expectations within the business, but in addition type of the alternatives. You realize, unfold your wings. Go to conferences that you simply’re not invited to. Ask the questions that you simply’re not alleged 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 type of caught by that all through my profession and been extremely fortunate. However you make your personal luck as effectively within the business I discover.
So follow us. I do know the hours are lengthy. I do know these break up shifts, nevertheless it’s all value it. and set your self a objective. 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 be taught extra about Clíste Hospitality, the place can they discover you?
Brian – 00:19:04: Yeah, so you’ll be able to be taught extra about Clíste Hospitality. It’s Cliste Hospitality. And you may as well see our various vary within the INUA Assortment at inua.ie.
Karen – 00:19:17: Fantastic. 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. Be sure that to subscribe wherever you take heed to podcasts. And when 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.
