Deliveroo announces integration with Lightspeed ePOS system

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Food delivery market leader Deliveroo and ePOS vendor Lightspeed have announced their integration. Lightspeed customers will now be able to see and process Deliveroo orders directly in their ePOS system.

The integration can help entrepreneurs easily incorporate delivery into their business plans, and will empower restaurateurs to become more efficient and increase their profits. This integration will be available to Lightspeed customers only.

An end to chaos, mistakes and extra costs

This integration is the innovation hospitality operators have been waiting for. Previously, offering food delivery meant having to deal with too many iPads behind the counter and the additional work of manually re-entering delivery orders into the ePOS. Not only was this a time-consuming and inefficient way of working, but it was also costly as most restaurants would need a full-time employee to take care of processing delivery orders. This integration solves both problems, eliminating the need for multiple tablets and ensuring that stock updates automatically.

Jerome Laredo, VP EMEA of Lightspeed, states: “At Lightspeed, we have always had a vision of a connected hospitality world and we strive to make our restaurateurs’ lives easier by providing them with the tools they need to grow their business.

We want Lightspeed to be the management hub for restaurants. This integration with Deliveroo is a great example of how we can give our customers an incredible opportunity to partake in the rapidly growing food-delivery market while making their operations a lot more efficient, and we are particularly pleased with that.”

Deliveroo is the first food-delivery company taking a step towards partnering with ePOS providers and remain enthusiastic about the possibilities the integration offers.

Mathieu de Lophem, General Manager, Deliveroo Benelux: “With the goal of helping restaurants thrive, Deliveroo is constantly innovating. Our partners have told us that integrating with their sales systems is such an important step in them being able to provide delivery services – that’s why we’re excited to partner with Lightspeed globally.

Through this partnership, we help restaurants cut out needless time inputting orders into sales systems. This allows front of staff to focus on delivering an amazing dine-in experience, while enabling restaurants to boost revenues through delivery orders.”

For restaurants and other hospitality operators the benefits are clear:

  • Staff processing delivery orders can be reallocated to front-of-house roles, improving the customer experience in store
  • Huge time saving, allowing restaurants to quickly process more orders
  • Reduced risk of errors when inputting orders, providing a better experience for customers
  • More counter space, decluttering the working space for restaurant staff

Nicholas Steiner, Lightspeed customer and owner of Yoobi in London is already using the integration. He says: “Up until now, each delivery order had to be manually transcribed from Deliveroo into Lightspeed by one of our team members. This process was laborious, and opened us up to mistakes which resulted in customers getting an incorrect order and making accurate reporting a challenge.

The integration is exactly what we needed as orders arrive into our Lightspeed system seamlessly. This now allows us to make orders quicker and with greater accuracy for our customers and allows us to have accurate reporting. Not only is the system faster for us, it has also allowed us to reduce our labor costs as at the volume of orders we had on a daily basis, we needed to employ one person just to enter orders into our system. Team is also happy as entering orders into the system all day was not very popular.”

About Lightspeed:

Lightspeed is a Business Partner of the Institute of Hospitality. It is the UK’s leading cloud-based management system for hospitality and retail. With more than 50,000 retailers and restaurant owners, Lightspeed processes over £12 billion in transactions per year in more than 100 countries. Lightspeed customers see on average a 20% increase in their sales within the first year. Lightspeed was founded in 2005, with its headquarters located in Montréal, Canada, and has offices in the Netherlands, Ottawa, New York, Ghent, Brisbane and london.

More information, please visit www.lightspeedhq.co.uk

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Media coverage for Planday Brexit survey

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Earlier this month (12 June) the Institute partnered with workforce collaboration software company Planday to launch their YouGov survey of hospitality managers and staff to find out how prepared they are for Brexit and what impact they think it will have on their business and jobs.

The media coverage from the launch was highly successful, with a total number of 42 pieces of both online and broadcast media. Our chief executive Peter Ducker FIH took part in a total of 13 radio interviews with stations such as BBC Radio Scotland and Jazz FM, with a reach of over 2.4 million people.

There was a total of 29 pieces of editorial coverage, including Press Association, the selective newswire service which feeds the British media, alongside online coverage in the Independent.

The survey received strong pick-up across the hospitality and HR trade media, such as The CatererBig HospitalityHotel OwnerHospitality & Catering News and Boutique Hotelier, some of which included insights from the Planday Brexit Survival Guide.

The coverage did not stop at just the UK, as the research was picked up globally in the US, India, Indonesia, Germany, South Africa, France, Sweden, Portugal, and even included an article in Welsh.

All members will receive a printed copy the Brexit Survival Guide with their copy of HQ Magazine this July. The guide is packed with smart tips on recruitment, retention and staff engagement.

Download your Brexit Survival Guide here

 

 

The Institute’s achievements 2017-2018

Attendees of the Institute’s Annual General Meeting in June were presented with the infographic below which summarises recent Institute activity.

The Institute is supported by more than 20 Business Partners and Academic Partners.

Nearly 600 programmes of learning in 20 countries are currently endorsed or accredited by the Institute.

AGM 2018 - IOH_infographic_finalPDF

 

Institute of Hospitality Awards 2018 Winners

280 hospitality professionals came together this week (19 June) to celebrate the very best in people development at the Institute of Hospitality Annual Dinner & Awards.

(For coverage of the Hospitality Assured Awards, click here)

web BaxterStorey -talent development team of the yearTalent Development Team of the Year – BaxterStorey
Sponsored by Tchibo

BaxterStorey’s nine-month graduate programme fast tracks candidates into managerial roles. Now in its seventh year, it receives over 500 applications from hospitality graduates per year, proving how popular and recognised the programme is.

In 2017, BaxterStorey launched its newest training initiative: the Service Academy. Designed to ensure hospitality staff across the business are equipped with skills and confidence to provide a service to rival that of a five-star hotel, the initiative is the first of its kind within the hospitality industry. It was developed by graduate Gabrielle Le Roux AIH who successfully completed the WSET Wine Educator programme and led the application for BaxterStorey to become the first UK Contract Caterer accredited to deliver WSET courses. This also makes her the first APP educator within the foodservice industry, and she is responsible for running the training available to all 8,500 BaxterStorey staff.

web PPHE Group winnerBest Student Placement of the Year –  PPHE Hotel Group
Sponsored by Pitmans Law

PPHE Hotel Group’s you:niversityplus undergraduate placement programme has been crafted into a learning curriculum specifically designed to support the students’ development and journey in accordance with the Springboard INSPIRE kite mark. PPHE has engaged with several UK and Netherlands based universities, including Surrey, Bournemouth, Brighton, Leeds, Manchester, Portsmouth, Plymouth, Birmingham, Chester, Sunderland, and Stenden Hotel School.

Sixteen successful students (out of 140 applications) went through the selection process.
Regional training manager Paresh Vara said: “Inducting our students in the right way was important to us. We wanted them to feel welcome and know that they had made the right choice by joining our company. We designed a ‘Fresher’s Week’ full of great induction activities, starting on their first day with our company induction workshop: Connect!

“A Whatsapp group was created prior to the arrival of the students. We also provided them with an induction workbook, the Discovery Book to track their learning and serve as a reference tool throughout the placement. Their Fresher’s Week also consisted of a hotel welcome, a “get to know London”, using Twitter and Instagram to snap #landmarkselfies. Their week ended with a treasure hunt across the London hotels.”

web Hilton - best grad schemeBest Graduate Scheme of the Year – Hilton UK & Ireland
Sponsored by Ecole Hôtelière de Lausanne

 Hilton UK & Ireland’s Management Development Programme was introduced in 2012 with the objective of developing the future talent pool for operational roles (assistant/departmental manager). The overall aim is to cultivate and prepare individuals who have the potential and drive to reach at least departmental manager status within 18 months. Their experience includes two nine-month hotel placements in the UK covering two main areas in each placement (F&B and front office), five residential workshops and two business-driven projects.

The graduates are assigned a hotel senior leader as mentor and also have a ‘graduate group leader’ who oversees four or five of them as a peer-group to provide additional support, guidance and direction. Since the programme’s inception in 2012, it has successfully filled 58 leadership positions.

web outstanding award Enam AliOutstanding Contribution to the Industry – Enam Ali MBE FIH
Sponsored by JING

Enam Ali MBE FIH is among the most prominent British Asian personalities and the man behind revolutionary change in the curry industry. He began his community work by establishing numerous trade associations in the 1990s and published the industry’s first and leading trade publication, Spice Business Magazine, in 1997. Subsequently he founded the Annual British Curry Awards in 2005 which is dubbed as the ‘Curry Oscars’. He is also the founder of multi award-winning restaurant Le Raj and recently established a training restaurant Le Raj Academy @ NESCOT college. Alongside this, Ali has developed outstanding relationships in the political arena as a member of the Home Office Hospitality Advisory Panel. In 2009 Enam was appointed a Member of the Order of the British Empire (MBE) in the 2009 New Year Honours for his services to the Indian and Bangladeshi restaurant industry.

web judges special award The Grand FolkestoneJudges Special Achievement AwardRobert Richardson FIH and The Grand, Folkestone
Sponsored by Planday

Peter Ducker FIH, chief executive, Institute of Hospitality, commented: “Robert has demonstrated a tireless energy and determination to support colleagues, using creative and inspiring methods to attract and retain an engaged and enthusiastic team despite not having the funds and support of a big brand behind him.”

The following organisations were Highly Commended by the judges.

web concord highly commended

Best Graduate Scheme Highly Commended – Concord Hotels

web the ritz highly commended

Best Student Placement Highly Commended – The Ritz 

web good hotel group highly commended

Talent Development Team Highly Commended – Good Hotel London

The Institute of Hospitality Annual Dinner & Awards 2018 were generously supported by the overall sponsor workforce collaboration software company Planday. The other event sponsors were Meiko and aslotel. The venue sponsor was Park Plaza Westminster Bridge.

The judges were Angela Maher, Head of Hospitality School at Oxford Brookes Business School; Wendy Sutherland, Managing Director, Ramsay Todd; Alex Wilson MIH, House Manager at Rocco Forte Hotels.

If you would like to register your interest in entering the 2019 awards or attending the event please email your contact details to events@instituteofhospitality.org and we will keep you updated.

Thanks to all those who attended and shared the event via social media. Follow the conversation #IOHAwards on Twitter – @IoH_online

 

 

 

The remarkable rise of Starbucks in China

56 alan hepburnOur man in Shanghai, Alan Hepburn FIH, provides an analysis of Starbucks’ expansion in China, a country with no tradition of coffee-drinking. What lessons are there for other western businesses looking to break into this vast market?

Last week I was sat in the 30,000 sq ft Starbucks Shanghai Roastery, about five minutes walk from my apartment in Shanghai. I was there for a business meeting, trying to decide between Sumatran, Ethiopian or Nicaraguan, when I realised I was next to a couple of friends. After a quick chat, it occured to me that even in a city of 35 million people with change being constant and exponential, it’s a small world.

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Howard Schultz at the opening of Starbuck’s Shanghai Roastery in December 2017

I arrived here in 2000 as manager of the Portman Ritz Carlton and remember chatting with Howard Schultz when he came to open the first Starbucks in the city (Beijing opened the first one in China in 1999). I somewhat naively asked if he was planning on opening many? He looked somewhat incredulous at my ill-judged question. “We expect 100 in the first year,” he said. They now have 3,000 stores in China and are opening one every 15 hours – projecting 5,000 by 2020.

I was new to China and frankly had not observed much coffee-drinking going on. But what I had missed was … well, pretty much everything.

What Starbucks saw in China was four things: firstly the growth potential in the middle/upper middle class who want to buy an upscale Western experience.

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The floor space of a Starbucks in China is substantially bigger than in the West. People have business meetings, social gatherings, go on dates and get interviewed for jobs in China’s Starbucks. The saying here is: “The first two thirds of your cup is for enjoying, the last third is for staying.” Three quarters of all coffee drunk in China is consumed by 25-35 year olds and 99% of retail coffee sales is instant, but that will change.

Secondly, Starbucks’ growth in China shows the importance of not removing the essence of what makes you successful elsewhere, but shows how this needs to be adapted. As Roy T Bennet once said: “The past is a place of reference, not a place of residence.”

The Macha Frappuccino (220 – 440 calories depending on size) is a huge seller here. Green tea powder, loads of cream, milk and vanilla syrup and not a hint of coffee in sight. I have struggled in the past to get a simple espresso, as very few people are drinking them in China. But that will change.

The Roastery here is a modern-day F&B masterpiece with all the theatre of coffee roasting, artisan bread-making and stunning retail. But take a look at what people are consuming and it’s a lot less coffee than you might expect. But, as I say, that will change.

Starbucks_Roastery_Shanghai_-_Top_10_Things_(20) web
The Chinese are not big coffee drinkers, but that has not been a barrier to Starbucks’ success

Thirdly, brands which understand progression from entry-level to premium do very well here. There are famous dumpling shops where you pay four different prices according to where you consume the same dumpling.

The last thing Starbucks understood was marketing. Their social media presence was well-established and generally ahead of most Western brands in China during its first decade here. The rest tried catch-up and some succeeded but most failed. Telling your brand story here needs content and context and it better be entertaining and fun. I spoke with the head of marketing for one of the world’s biggest and coolest sports fashion brands two years ago and he was telling me they had just moved into mobile platform selling. That’s like arriving today in Scotland and telling them you just invented whisky.

Sadly, many Western brands can’t grasp the speed of change and that the Chinese consumer is dynamic, developing and learning quickly. By the time many companies work out their ‘China strategy’ the market may have moved or changed.

I’ve lost count of the number of UK companies (including the famous ones) I speak to and meet with who bring a rigid ‘what made us successful in the past will determine all our action for the future’ attitude and end up closing shop, heading home and blaming China.

Don’t get mad, get prepared. Starbucks’ next Roastery opens in Milan, the home of great coffee and design.  But before we mention coals and Newcastle, I’m betting Starbucks have that well-covered too.

Alan Hepburn FIH has spent more than 30 years in Asia in the hospitality and lifestyle sector. Having run some of the world’s best hotels , he then developed, opened and operated China’s first luxury lifestyle company: the multi-award winning Three On The Bund in Shanghai. The Hepburn Group is a Shanghai/Singapore-based boutique consultancy that works with hospitality and F&B companies from the West, helping them navigate the challenges of market-entry and growth in China and Asia.

 

 

 

 

 

 

 

The positive impact of the Royal Wedding by Neel Radia FIH, national chair, National Association of Care Catering (NACC)

Neel Radia image“The nation is gripped with Royal Wedding fever, as we prepare to celebrate the marriage of Prince Harry and Meghan Markle. The NACC’s members are certainly no exception. We’ve heard from care caterers and chefs up and down the country who are putting in a tremendous amount of effort to ensure that their residents enjoy a Royal Wedding experience to remember.

As with most celebrations, food is playing a leading role. Our members are using their expertise in creating delicious, nutritious meals, suitable for a care setting, to give the elderly and vulnerable they care for a real treat.

Indoor and outdoor festivities include, for example, coverage of the wedding on televisions and large screens, street parties, wedding buffets, wedding breakfasts, Afternoon Teas and BBQs, all featuring carefully-planned, mouth-watering menus, plus beautiful lemon and elderflower cakes to match the famous couple’s wedding cake of choice.

Residents will be involved in the preparations, helping decorate venues and cupcakes, making their own fascinators and being invited to dress in their finest attire for the big day. They will also enjoy music, entertainment, quizzes, dancing, and one care home has even reported that their wedding breakfast will include life-size cardboard cut-outs of Prince Harry and Meghan Markle themselves!

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As well as enjoying delicious food, residents will benefit emotionally and socially. The Royal Wedding provides a fantastic opportunity for them to socialise with fellow residents, staff and visiting relatives and community members. I’m sure the parties will be an enthusiastic subject of conversation in the build-up to the main event and for some time after. The celebrations could also, importantly, help evoke fond memories of their own weddings and family occasions, as well as Royal Weddings of the past. I’m sure some residents will have seen many a Royal Wedding over their lifetimes, including that of Her Majesty The Queen herself!

The NACC sends the Royal couple many congratulations on their wedding day and we wish our members and their residents a wonderful weekend of festivities.”

Institute of Hospitality Northern Ireland Awards for Professionalism. Winners Revealed

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The Institute of Hospitality Northern Ireland Branch has revealed the winners of the 23rd Institute of Hospitality Awards For Professionalism at a glittering event recently held at Titanic Belfast.

The highly coveted awards recognise talented individuals who have contributed to their business and the industry over the past year.  For 2018 there were 21 categories with four new categories including; Duty Manager of the Year, General Manager of the Future, Human Resource Manager of the Year and Unsung Hero.

This year saw a record number of entries with the independent judges citing this year as being extremely competitive with a very high standard of professionalism demonstrated by candidates.

The 23rd Institute of Hospitality Awards For Professionalism winners are:

Rachel Carson Outstanding Apprentice

Outstanding Apprentice of the Year Award sponsored by People 1st
Rachel Carson – Ballyrobin Country Lodge (pictured above)

Stefanie Brooks Human Resource Manager

Human Resource Manager of the Year sponsored by Gen Tech
Stefanie Brooks – Hastings Culloden Estate & Spa (above)

Caitriona Lennox Business Development Manager
Business Development Manager of the Year Award
sponsored by Johnsons Coffee
Caitriona Lennox – Mount Charles Group (above)

Bull & Ram Hospitality management team

Hospitality Management Team of the Year sponsored by firmus energy
Bull & Ram (above)

Roisin McErlean Independent Bar manager

Independent Bar Manager of the Year sponsored by Molson Coors
Roisin McErlean – The Tipsy Bird (above)

Jose Castano Duty Manager

Duty Manager of the Year sponsored by McAlindon Wines
Jose Castano – Hilton Templepatrick (above)

Friederich Machala Contract Catering Chef

Contract Catering Chef of the Year sponsored by Irwin’s Bakery
Friederich Machala – Sodexo (above)

Paul Cunningham Restaurant Chef

Restaurant Chef of the Year sponsored by Henderson Foodservice
Paul Cunningham – Brunels Restaurant Newcastle (above)

John Paul Taggart General Manager

General Manager of the Future sponsored by Tourism NI
John Paul Taggart – Odyssey Bowl (above)

Laura Wilson Unsung Hero

Unsung Hero of the Year sponsored by Net Affinity
Laura Wilson – Sodexo (above)

Thomas Stinton Student Potential

Student Management Potential Award sponsored by Stephens Catering
Thomas Stinton – Ulster University Business School (above)

The further winners are as follows:

Contract Catering Manager of the Year sponsored by Deli Lites
Caroline McClelland – Mount Charles Group

Supplier of the Year sponsored by NIMMS
Leah Robb – Robb Brothers Wine Merchants

Restaurateur of the Year sponsored by Hugh Jordan
Daryl Shields – Bull & Ram

Front of House Manager of the Year
sponsored by Avvio
Lucy Waugh – Bullitt Hotel

Lecturer of the Year sponsored by Institute of Hospitality
Sharon Rolt – Belfast Met

Hotel Chef of the Year sponsored by Get Fresh
Conor McClelland – Rayanne House

Hotelier of the Year sponsored by MKB Law
David Morrison – Killyhevlin Lakeside Hotel & Lodges

Coffee Shop / Café Manager of the Year sponsored by Lynas Foodservice
Cathy Moore – Loaf Café Bakery

Housekeeping Manager of the Year sponsored by Lilliput Services
Michael Joseph – The Old Inn

Denis Broderick Outstanding Contribution

The Outstanding Contribution Award sponsored by NI Jobs was presented to Denis Broderick (pictured above) for his commitment and innovative approach to achieve the very best for the industry and the support he provides to those around him.  The Institute of Hospitality President’s Award was presented to longstanding Northern Ireland committee member Michael Cafolla for his dedication and service to the Institute of Hospitality over the years.

Chair of the Institute of Hospitality Northern Ireland Branch, Marianne Hood FIH commented: “We are delighted to reveal the 23rd Institute of Hospitality Awards for Professionalism 2018 winners. Over the years the awards have increasingly become an important event for individual industry professionals in Northern Ireland.  Not only do they recognise talented individuals, who have contributed so much to their business and the industry over the past year, but demonstrate a clear commitment to developing and maintaining professionalism within this fantastic sector. We are indebted to a range of long-term, credible sponsors and partners and we thank them for their continued support without which the awards could not happen. We are also indebted to our dedicated voluntary committee who are committed to supporting our industry.  We also congratulate our longstanding committee member Michael Cafolla who received the President’s Awards in recognition for his dedication and service.”

Peter Ducker FIH, Chief Executive of the Institute of Hospitality, added: “Over the past 23 years the Institute of Hospitality NI committee has constantly raised the profile of the awards, making them more popular and prestigious than ever. The committed team provides an excellent awards process and event which promotes professionalism and encourages continued professional development within the industry. We congratulate all of the winners and thank them for helping to raise the standards of professionalism within hospitality.”

For further details, visit Facebook InstituteofHospitalityNI,
Twitter @IOH_NI #IOHNI18.