One third of hospitality sector unaware of GDPR

PrintA survey[1] conducted by Lolly, the EPoS and payment solution specialist, and The Institute of Hospitality suggests that one third (33 per cent) of the hospitality sector is still unaware of the upcoming GDPR legislation, which comes into force on 25 May 2018.

EU General Data Protection Regulation (GDPR) is intended to strengthen and unify data protection for all individuals within the European Union. It aims primarily to give control back to citizens  over their personal data and to simplify the regulatory environment.[2]

The survey also uncovered that nearly three quarters (73 per cent) of those surveyed wouldn’t know what to do if customers requested details of the data being held about them. And half (50 per cent) of respondents said they were not aware of how their methods of personal data processing will be impacted under the new regulations.

Four out of ten respondents were unsure as to whether their operational data is safely backed up. However, on a more encouraging note, more than half (57 per cent) of hospitality providers are confident in the systems they have in place.

Peter Moore, CEO of Lolly, said: “A number of the findings uncovered in the survey are alarming given organisations of every size are going to be affected by the GDPR legislation. This will include small hospitality providers with fewer in-house legal and IT resources.”

“GDPR is only around the corner. It is time to take action and get to grips with your data – before it becomes too late. The fines are high, up to €20m or up to four per cent of the annual worldwide turnover, whichever is greater.[3]

Peter Ducker FIH, chief executive at the Institute of Hospitality, added: “Getting ready for GDPR is a good opportunity for operators to spring-clean their databases.  There is a tendency in organisations to hoard data and you will probably be surprised by how much data you hold – about customers, employees and suppliers – that is old, out-of-date or of no benefit to the business at all. That’s the first step. Then it’s a question of getting in touch with your customers and asking for their consent to be contacted. It is an opportunity to forge a new and more meaningful relationship with them.”

In order to get ready for GDPR, companies must:

  • Review the types of personal data currently held on file (paper, audio or digital formats);
  • Identify lawful grounds for collecting the data;
  • Identify how the data can be kept correct and up-to-date;
  • Identify redundant or erroneous data to cull, and
  • Make a plan as to how ALL of this data is going to be kept secure.

About Lolly
Lolly is a Point of Sale (PoS) specialist serving small businesses across the UK in the hospitality industry; from coffee shops, pubs and night clubs, to mobile catering, pop ups and corporate caterers.

The company offers a complete point of sale package where customers can use its EPoS software on tills and PoS tablets. Lolly then networks these to card payment machines, to speed up service and provides a cloud-based back office, supplying real-time business analytics. The tills and software are designed to help businesses with their bottom line.

In February 2017, Lolly launched LollyPoS – the first Windows-based downloadable EPoS with integrated payment processing. The solution is designed to provide a simple, efficient and dependable point of sale solution anytime, anywhere.

Lolly provides enterprise level EPoS to hospitality and retail SMEs at an affordable price. Today, it is the only UK business of its kind that can truly scale from a downloadable product to a fully connected real-time network of tills, powered by an enterprise-level inventory reporting management system.

Find Lolly online:

Website| www.itslolly.com

Facebook| www.facebook.com/LollyLtd

Twitter| https://twitter.com/Its_Lolly_Ltd

[1] The survey opened on 3rd October 2017, 120 hospitality sector respondents

[2] https://en.wikipedia.org/wiki/General_Data_Protection_Regulation

[3] https://en.wikipedia.org/wiki/General_Data_Protection_Regulation#Data_breaches

Advertisements

trivago Awards 2018: Top-rated UK Hotels

trivago Awards - Top-rated hotels in the UK

Hotel search website and Business Partner of the Institute of Hospitality trivago releases the results of its annual trivago Awards, using over 175 million aggregated hotel reviews to determine the best-rated hotels in the UK.

This year, the top-rated hotels have been awarded across six different categories: 5-star, 4-star, 3-star, Alternative Accommodation, Value for Money and Chain Hotel.

“As an independent source of hotel information with data on over 175 million guest reviews, we are well-positioned to identify the top-rated hotels that excel at delivering exceptional guest experiences,” says Johannes Thomas, Managing Director of trivago N.V. “The trivago Awards give us the chance to recognise and honour the hard-working hoteliers behind these exemplary hotels, and we are thrilled to do so again this year.”

The Arthington Guest House - Blackpool

The award for the best alternative accommodation goes to The Arthington Guest House in Blackpool (pictured above) which was awarded also last year. Stephen Fazakerley cites their guests as the source of success: “A big thank you to all the guests both old and new who have posted reviews about us. We would not be a success without them.“

Hotel 41 - London

London’s Hotel 41 is the best 5-star hotel in the UK  (pictured above) according to their guests’ online reviews, making it a trivago Award winner for the second year in a row. Edward Boulton, Digital Marketing Manager, acknowledges the team for providing an exceptional service to their guests: “Our team go above and beyond to provide five-star service to each and every guest, ensuring that a stay at Hotel 41 is remembered for more than just the luxurious décor.”

The Clontarf Hotel - Llandudno

This year, the top-rated 4-star hotel is The Clontarf in Llandudno (pictured above) followed by The View at The White Horse Woolley Moor and La Place in Saint Aubin.

Cedar Manor - Windermere

Cedar Manor in Windermere (pictured above) is recognised as the best 3-star hotel in the UK and the best value for money can be found at St Michael’s Guest House in Scarborough.

The top-rated hotels within the most popular hotel chains in the UK are The Montcalm London Marble Arch, The Principal York and Laura Ashley The Manor.

For further insights and more detailed information about the winning hotels as well as the top-rated 10 hotels in each category in the UK, visit the trivago Hotel Manager Blog

 

Who will be judging the Restaurant Manager of the Year 2018?

RMOY 2018 logo copy (4)
As the closing date for entries into the Restaurant Manager of the Year approaches, we reveal who will be judging the final in January 2018. We are delighted to reveal three new judges who will help find the next big name in hospitality. Romain Pottier from Rhubarb, Paul Hurren FIH from Lusso and the current title holder, Matthew Mawtus from Pollen Street Social join an already prestigious list of names. John Cousins will be the chair of judges for the final and joining him on the expert panel is: –

  • Alper Zan
  • Rory Kelly-Naughton
  • Stephane Davaine
  • Chantelle Nicholson
  • Johanna Wimmer
  • Ian Sturrock
  • Ludovic Solmi
  • Roy Sommer

What will the judges be looking for to find their next winner? What does it take to be a good restaurant manager? And why should you enter? We caught up with some of the judges to find out more.

Roy Sommer, Chairman of the F&B Managers Association commented: “The Restaurant manager of the Year award highlights the great talent in our industry. Its history has shown many deserved winners from all backgrounds. This award is about the overall package and shows that it doesn’t matter if you work for one of the best hotels in the UK, or for a high street chain. To be an award-winning restaurant manager you need to have everything under control, remain calm, guide your team through service and ensure that guests have the best possible experience. And if they don’t, it’s how restaurant managers deal with the situation that makes them stand out. For those considering entering, there is nothing to be afraid of. You will take away a lot from the day itself which will help you in your career. Previous winners have included people from contract catering, high street and Michelin restaurants, private members clubs and hotels. Everyone has as much chance as each other to take this title.”

Rory Kelly-Naughton, hotels divisional manager at Evolve Hospitality said: “This is a great opportunity for a UK restaurant manager to show their skills and knowledge to the wider hospitality industry. I am going to be looking for someone with personality, the ability to interact with everyone and a positive attitude. To be a great restaurant manager you must have an ability to cope under pressure, a logical mind set and a great sense of humour. I have been involved in this competition for five years and I have enjoyed seeing how it has developed and how the winners have done in their careers, I look forward to discovering who will take the title next. To anyone who enters the competition, my advice would be to enjoy the experience, make connections with your competitors and judges, be yourself and have fun.”

Reflecting back on his success in 2016, Matthew Mawtus, general manager at Pollen Street Social added: “To be a great restaurant manager you need to know your business inside out, have complete product knowledge, show fairness and a desire to motivate and develop staff, whilst always engaging with your guests. As a judge I am going to be looking for confidence, clarity, warmth, personality and enthusiasm but above all, a genuine love of hospitality.”

Alper Zan, operations manager and hospitality consultant, won the title in 2014 and so he has seen this competition from both sides. He told us: “This is a really special award for our industry because it provides an opportunity to recognise, learn and celebrate the success of front of house managers. It can help influence the next generation as they discover how the UK’s leading managers adapt to exceed guest expectations and help their teams develop. Hospitality is a way of life for me and not just a job. I believe we need to do more to champion front of house service and restaurant managers in our country. It is a privilege to support, learn and influence people who have devoted their life to serve others.”

Romain Pottier, director of restaurants at Rhubarb was delighted to be asked to judge the award this year. He said: “This award provides a great opportunity for talented individuals to challenge themselves in front of a panel of experienced and senior industry experts. It sets the standard of what is expected from a restaurant manager nowadays, exposing them to all areas of our wonderful industry. I will be looking for a natural ability to lead and influence people in a positive way. Candidates must be very well groomed, articulate and clearly passionate about the art of hospitality.”

Restaurant mangers have until the 24th November 2017 to enter this award and the entry form can be completed online at http://www.restaurantmanageroftheyear.co.uk/enter/.
To enter, managers must answer three questions as well as submitting a CV and reference.  The best candidates will compete in a final on Monday 8th January 2018.

 

Institute of Hospitality’s new autumn webinars

webinar logoInstitute of Hospitality webinars are a series of informative and educational online presentations, available to members and non-members, and designed to help you advance in your professional careers and businesses.

Industry professionals and experts share their knowledge and know-how during live online sessions, that you can access from the comfort of your home, office, or from any mobile device.

Our webinars include Q&A sessions and follow-up materials. If you are unable to attend, you can log into your membership area to retrieve any past webinar recordings anytime*.

We have delivered over 50 webinars, helping hundreds of individuals improve their personal and professional skills, as well as their business knowledge.

Webinars are complimentary for members of the Institute of Hospitality. Non-members can access our live sessions for £10 (incl. VAT).

Book your webinars now

12 September 2017 3pm UK Time
First Impressions – WOW!
Sarah Brickwood MIH and Jo Woods of Smart Revenue look at the impact of the service provided to those making email or telephone enquries on eventual bookings.

26 September 2017 3pm UK Time
Food Waste Recycling
ReFood, experts in food waste recycling, look at the facts, figures and the ways to save money and food, as they celebrate the opening of their £32m anaerobic digestion facility in Dagenham.

10 October 2017 3pm UK Time
Brexit’s impact on hospitality
John Coldicutt, chief marketing officer, Planday, and the Institute’s chief executive Peter Ducker FIH present the unique findings from our survey of your experiences of Brexit.

31 October 2017 3pm UK Time
How to become a black-belt negotiator
Tom Flatau of Teamworking International advises on how to get that all-important emotional buy-in, shift the balance of power in your favour, and stop getting beaten down on price and making unnecessary concessions.

14 November 2017 3pm UK Time
How to blend e-Learning with other formats
Pete Fullard of Upskill People provides a case study of the University Caterers Organisation’s strategy to work with the specific needs of its membership to implement e-learning as part of a blend of wider methods of delivering, tracking and analysing knowledge and skills.

28 November 2017 3pm UK Time
Loyalty and love
Reka Mizsei, lectuerer, Glion Institute
Are hotel guests loyal because of the incentive they get from loyalty programmes or are they loyal because they love the brand? Do hotels need a loyalty programme to gain brand love?

12 December 2017 3pm UK Time
Immigration and discrimination – planning for 2018 and beyond
Jonathan Gray, partner employment and licensing law, Pitmans LLP
To review the latest thinking on Brexit and immigration issues as at the end of 2017, and to consider how to fill the potential staff/skill gaps of the future by being a successful equal opportunities employer. This will include how to properly manage the gender pay gap reporting obligations and what to be aware of from an age discrimination perspective when seeking to attract and retain younger and older workers.

Book your webinars now

Note: If the scheduled time (3pm UK time on Tuesdays) is not convenient, you can still access the webinars at a later date from our website.

 

Institute of Hospitality acquires Academy of Food & Wine Service and Hospitality & Leisure Manpower

The Institute of Hospitality has made two important acquisitions: The Academy of Food & Wine Service and Hospitality & Leisure Manpower.

 The Institute’s chief executive Peter Ducker FIH explains how these businesses will fit into the Institute’s strategic plans regarding customer service and productivity.

“For 30 years the Academy of Food & Wine Service has provided training programmes, offering a pathway to management for those working in front-of-house service. It has run some important industry competitions and provided support to its members as the professional body for front-of-house food & beverage service.”

“Given our increased focus on training and the development of our own online training using the Upskill People platform, this acquisition gives us a tremendous wealth of training material which will be of tremendous value to the industry, both in the UK and overseas.”

Hospitality and Leisure Manpower (HALM) is a national training, research and consulting group, founded and managed by David Battersby OBE FIH, a former president of the Institute of Hospitality and co-founder of the Gold Service Scholarship. HALM has developed algorithms to benchmark productivity in hospitality.

In 2001, with the British Hospitality Association, Battersby launched the ‘Profit Through Productivity’ programme with backing from the Government and key trade associations. ‘Profit Through Productivity’ provided regional workshops across the UK to help businesses increase their profits and efficiency.

Ducker adds: “Given the pressures of wage inflation and the concerns associated with recruiting and retaining talent, this acquisition will enable us to help members identify opportunities within their businesses, and will also give us a service of value to the industry at large, worldwide.”

Institute chairman Stephen Kyjak-Lane FIH MI comments:

“In 2018 the Institute celebrates its 80th anniversary. These strategic acquisitions, combined with advances the Institute is making on a number of fronts demonstrate clearly that we are as important and relevant to the industry today as ever. Over the coming months you will see these two organisations re-emerge, delivering valuable support to our great industry.”

 The two organisations were previously owned by the British Institute of Innkeeping.

National Waiters’ Day 16 May

nwd flyer1
National Waiters’ Day will take place this 16 May 2017, as the campaign, led by The Springboard Charity and Fred Sirieix, celebrates its 5th anniversary.

Waiters and front of house professionals will again be racing through London’s Hyde Park and other locations across the UK, as part of a celebration and promotion of front of house roles. The day aims to showcase the dedication, skills and hard work of front of house staff, as well as the great potential for rewarding careers in the hospitality industry, which employs 2.9 million people in the UK.

Alongside the waiters’ race, London’s Hyde Park event will involve activities which showcase hospitality employers and the skills needed for front of house roles. Hospitality businesses are opening their doors with careers talks and taster days, while the @WaitersDay_UK Twitter account will lead the social media campaign with the hashtag #NWD2017. Everyone can use the hashtag ahead of and on the day, whether tweeting a front of house team photo, or a photo from a National Waiters’ Day activity.

Fred Sirieix, General Manager at Galvin at Windows, said: “I’m excited to once again lead the race and celebrations in Hyde Park this 16th May – to be celebrating our fifth year of National Waiters’ Day is a wonderful milestone! It’s essential that we promote the ocean of career opportunities hospitality has to offer, celebrate the hard work of front of house professionals, and encourage more people to begin great careers in hospitality. With all the opportunities available, you can work hard and be rewarded with success – there has never been a more exciting time to join this special industry.”

The aim of National Waiters’ Day is to change perceptions regarding front of house roles and highlight the rewarding career progression routes that hospitality offers. Hospitality, leisure and tourism businesses are invited to offer activities, demonstrations and challenges for prospective employees and students.

Anne Pierce, Springboard’s CEO, said: “National Waiters’ Day was created to increase awareness of the range of roles available in front of house, and at the same time, to celebrate the work of the millions who work in the industry. It’s the ideal opportunity for jobseekers and businesses alike, with activities ranging from skills challenges to talks, and of course the waiters’ race!”

The event is sponsored by Bunzl, Chaud Devant, Continental Chef Supplies and the Wine and Spirit Education Trust.

For more information, to register a National Waiters’ Day event, or to sign up, visit: https://nationalwaitersday.com/

nwd1

Institute Announces New Webinar Season

The Institute of Hospitality launches its new season of webinars with an American perspective on ‘Brexit’s silver lining’. 

For American visitors to the UK, prices are now 30% lower than two years ago thanks to the sharp drop in sterling triggered by the EU referendum result.  In the coming months, there are strong signs that the UK is set to enjoy record-beating levels of inbound tourism. How can operators capitalise on this boom?

Peter Ducker, chief executive, Institute of Hospitality, says: “American tourists have always been our biggest spenders. Now that they will be arriving in greater numbers, there is no better time to fine-tune our customer service skills in order to wow guests and keep them coming back.  We are delighted to kick-start our webinar season with Simon Hudson, a distinguished hospitality expert from the University of South Carolina, who will deliver his unique insights into what American tourists are looking for.”

Institute of Hospitality webinars give busy hospitality professionals a full briefing on a current operational topic in 30-40 minutes. You can also ask questions and receive follow-up materials. Full programme below.

Institute of Hospitality Webinars Autumn 2016

6 September
Capitalising on Brexit’s Silver Lining
The whys and hows of training employees to wow American tourists in order to secure long-term lucrative loyalty
Dr Simon Hudson, College of Hospitality, Retail and Sport Management, University of South Carolina

20 September
We have data but how can we use it?
On average a hotel receives data from more than 12 systems everyday. Get some great tips on how to use this data while still remaining a hotelier and focusing on taking care of guests
Janel Clark, head of consultancy and education, Snapshot

4 October
Make the OTAs work for you
Learn how to embrace the role of OTAS, reduce the commission you pay, adopt an OTA strategy where you are in control and invest wisely in your hotel website
Andrew Plant, digital marketing manager, Journey

18 October
Food Allergens and Customer Excellence
The Food Allergen HACCP and due diligence framework not only helps protect your business but also appeals to a critically wary customer base, who above all want transparency and deserve service excellence like any other customer.
Julian Edwards MIH, director, Allergen Accreditation

1 November
Addressing the risk of human trafficking
The nature and necessities of human trafficking place hotel businesses in a high level of exposure. Identify the vulnerabilities in your business and discover what you can do to prevent, mitigate or eliminate the risk of human trafficking in your business.
Professor Angela Roper FIH, University of West London, and Dr Maureen Brookes, Oxford Brookes University

15 November
The effect of Brexit on employment and immigration rights
What’s the position now and what might change? What are the lessons from the Byron Hamburgers furore this summer? Find out how businesses can get ahead of potential changes.
Jonathan Gray, hospitality, tourism and leisure partner, Pitmans LLP