Intro – 00:00:02: Welcome to the Resort Second podcast, offered by Revinate, the podcast the place we speak to leaders within the hospitality trade. Should you’re searching for developments, views, and tales from leaders in journey and hospitality, you’re in the proper place.
Karen – 00:00:21: Hiya and welcome to a different episode of the Resort Second podcast. Right this 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) Govt. Brian has labored at many award-winning eating places and motels, and judging by his job historical past, is a born chief and somebody who is aware of find out how to handle each visitor and employees 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. Now we have 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 take a look at your LinkedIn profile and also you’ve actually labored at some lovely motels and eating places all throughout each the UK and Eire. A few motels and eating places in London as properly. So having labored in a number of completely different hospitality environments the place the expectations of shoppers should have been very excessive in some circumstances, how vital is adaptability to thrive in these roles that you simply’ve had up to now?
Brian – 00:01:30: That’s a very 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 various properties all through my time, you recognize, from the boutique motels and to the company giants in Liverpool Avenue to the Michelin Star eating places. And on the finish of the day, I’ve at all times 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 at all times been true to who I’m. And I suppose that’s type of what saved me within the trade, as a result of I suppose, you recognize, day by day is completely different and has been completely 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 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 trade, Karen, and it simply fell on my lap and I didn’t know what to anticipate. And I at all times assume again, I beat the hospitality guide 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 motels into London. I at all times 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 follow 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 all the numerous vary of motels and eating places I’ve labored in due to that ethos.
Karen – 00:03:48: Yeah, completely. You already know, 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 individuals particular person, we simply adore it. And when you get into it, as you say, you simply, it doesn’t matter what job you go into, you type of deliver 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 best way to say it.
Brian – 00:04:13: Completely. The trade of hospitality, it’s a troublesome trade. However one factor that I discover, particularly, you recognize, having spent the vast majority of my profession in operations, that you recognize, the nice days most actually outweigh the unhealthy 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 speak to me slightly however concerning the historical past of Clíste, and what has obtained you excited concerning 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 type of redefine hospitality in Eire and the island of Eire. Our portfolio for now’s sitting at 14 motels throughout the island of Eire. And we’ve only recently expanded into Belfast in Northern Eire. And our assortment of motels, is a very numerous choice of 4 and five-star motels, all through handpicked areas of Eire. They’re all impressed by completely different cultures and the gorgeous landscapes all of them have. And you recognize, I suppose, our portfolio is so numerous. We’ve obtained the fashionable up to date in Dublin with Dublin Resort, right down to the 5-star luxurious Muckers Park Resort 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 purchasers, 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, we’ve got grown a lot. You already know, in occasions of uncertainty to see that we’re increasing our portfolio and rising as group, is an actual testomony to the product we provide. You already know, 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 appears to be like good.
Karen – 00:06:59: That’s thrilling. So I at all times adore it when any individual, 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 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 electronic mail advertising and marketing and CRM. Are you able to speak to us about the way you leverage AI or know-how? Since you’ve obtained loads of company, loads of motels, they’re coming from all completely different elements of the world. So how do you in your new function leverage know-how to essentially meet these expectations? And likewise, let’s face it, drive bookings into these motels?
Brian – 00:07:37: So you recognize, as I say, you hit the nail on the pinnacle. I got here from operations. I’ve lately come into CRM and electronic mail advertising and marketing with Clíste Hospitality Hospitality. And I suppose, you recognize, it was a task 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 knowledge, 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 actually understanding the significance that know-how is now with the trade. How we’re harboring in so many initiatives for the time being, and we’re at all times experimenting with completely different initiatives as properly. 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 properly, which is improbable 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 are able to entice these audiences to our properties. I suppose one which I’m actually enthusiastic about for the time being is Ivy, which has come on board within the final couple of months and we’re simply within the tender launch part 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 company. Our method type of revolves round leveraging these personalised automated communication by means of the visitor journey and enhancing that engagement and satisfaction. And Ivy is such a flexible device that it contributes to so many alternative targets that we’ve got. So, you recognize, 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 recognize, it additionally addresses any on-site points that we’ve got promptly. However once more, we wish to attempt to enhance that outlet income as properly. And actually once we had been searching for a device, Ivy ticked all these packing containers, actually. And are you aware what, for us as properly Karen, within the trade, clearly staffing has change into — is a worldwide difficulty within the trade for the time being. And I suppose Ivy has its capacity with synthetic intelligence to unencumber our employees on the location. 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 know-how, routine duties are automated. So it empowers all of the group on the ground, and I do know all too properly to present that personalised distinctive service. And with Ivy, it was a no brainer for us as a result of we all know that the company 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 goal 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 type of within the tender launch part for the time being. However, you recognize, as you stated, we get loads of worldwide company to our properties. Eire is a very sizzling vacation spot for worldwide company, 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 company by speaking with them of their native languages. So we’re attracting a approach 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 pinnacle. 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 employees as a result of staffing is a matter. After which additionally for the professionals you do have on property, you don’t wish to trouble them with, “What’s the Wi-Fi password? Can I get further towels? What time does the restaurant open?” So there’s so many questions that company ask over and again and again. And should 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 employees can leap 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 employees that we’ve got, we’re extremely blessed throughout our portfolio with the extent of employees that we’ve got. And the Irish, they’re significantly identified for delivering that customer support, and other people journey to Eire for it. So we don’t essentially wish to type of change that. Whereas we’re embracing know-how at Clíste Hospitality, and we perceive it’s a pivotal function within the trade, we’d 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 right use. You already know, I feel AI could be so terrifying to lots of people. Definitely, while you take a look at the information, you’re like, “Oh, my gosh, that is going to do every little thing.” However I feel truly the right utility of AI is to do precisely what you’re saying. Take away the redundant duties that no person needs to do, however you’ll by no means have the ability to change the employees 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 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 recognize, should you had a crystal ball, what do you see any huge developments coming down the road for hospitality? We talked slightly bit about AI. You talked about type of the brand new check-in. What’s type 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 very robust one, to be sincere. It’s a very onerous one to name as a result of — I say lucky —- I’ve seen large modifications within the trade myself, having labored my approach up by means of the trade, seen out by means of pandemics, labored by means of pandemics, post-pandemic, and now the place we’re right now. 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 a complete 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 on these mundane duties. But it surely’s an trade that has lasted the check 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 at all times 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 at all times has and to not change an excessive amount of, actually. And that’s type 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 an attractive factor and I’d hate to see an excessive amount of change to it.
Karen – 00:16:35: Yeah, I feel that’s an attractive technique to put it. We preserve optimizing what we’ve obtained occurring right here, you recognize, maximize it. However I feel that’s what’s so great about hospitality. We ship experiences. You already know, we’re the holiday of a lifetime. We’re how individuals recharge, chill out, and join. So I agree with you 100%. OK, so I’ve obtained 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 eager 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 trade. I discover if somebody may have instructed 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 approach up by means of the ranks. Anybody beginning out in hospitality, I’ll say, “simply get on the market.” Journey as properly is absolutely useful. London actually type of opened up my eyes to the expectations within the trade, but additionally type of the alternatives. You already know, 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 instructed me very early on in my profession, Karen, to “at all times encompass your self with individuals who have an curiosity not solely in your private development, but additionally your skilled development.” And I’ve at all times type 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 keep on with us. I do know the hours are lengthy. I do know these break up shifts, but it surely’s all value 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 people 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 it’s also possible to see our numerous 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 Resort Second Podcast. Be certain that 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 info, head to hotelmomentpodcast.com. The Resort Second Podcast is offered by Revinate.
