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Darina Allen

Ballymaloe Cookery School

Continued from page 8.

5. Dairy or Lactose intolerance

6. Yeast intolerance

7. Sodium-free (no salt)

8. Egg allergy

An increasing number of people cannot tolerate foods that include chicken, pork, mushrooms, tomatoes, nuts and nut oils, garlic, onions – the list is growing and the problem is exacerbated for the chef when there are multiple allergies involved.

Customers may also have special dietary requirements for religious reasons:

Orthodox Jews may prefer not to eat dishes which contain non-kosher ingredients e.g. pork products and shellfish, or which combine meat and dairy products in the same dish, or which include a dairy food in a dish which is to be served as part of a meat meal. It may be a question of finding suitable alternative ingredients to modify the dish so that it will not break the dietary requirements and still taste delicious.

Muslim customers may have other special requirements, e.g. No pork dishes and no alcohol.

Practical Suggestions

Start a recipe folder. Build up a collection of soups, starters, fish, meat and poultry, vegetable, bean and lentil dishes, a selection of desserts, bread, biscuit and cake recipes. Here at the Ballymaloe Cookery School we have been coding our recipes for over 10 years now with a simple system –

V – Vegetarian VV – Vegan C – Coeliac D – Diabetic D/F – Dairy-free

Create an information pack for reception and waiting staff as well as the chefs so they will be well informed and confident as they deal with specific requests. Encourage your staff to respond positively. They should at least be familiar with the needs of diabetics and coeliacs, as well as vegetarians and vegans. There must be no guessing or bluffing – it could be question of life or death.

Creative chefs who add unexpected ingredients to recipes need to inform their colleagues so they can make an informed decision on whether a dish is unsuitable for a specific diet if they themselves are absent from the kitchen.

Chefs also need to be aware of the importance of using clean pans and utensils when cooking dishes for customers with acute allergies. As ever, use the freshest and best ingredients.

There is absolutely no reason why coeliac or diabetic food should not taste as delicious as everything else on the menu. Use fresh naturally produced local food in season wherever possible.

Staff need to understand the seriousness of acute food allergies and to understand that even a minute amount of the ingredient, e.g. peanuts, can send an allergic person in anaphylactic shock within minutes. Staff also need to know how to deal with an emergency if it occurs.

Coeliacs have a permanent intolerance to gluten, it is a genetic disease. The gluten damages an area in the small intestine, causing inflammation and subsequent malabsorption of food and nutrients. The only treatment is to follow a completely glutenfree diet. This is a condition which is increasing rapidly in Ireland – at present about 7 per 1,000 of the population are diagnosed as coeliacs.

Practical advice

Most coeliacs are very knowledgeable, but it would be good to include a list of food and drinks that may include gluten in the recipe and staff information folders to heighten awareness.

Set up a separate cupboard with tight-fitting doors to store gluten-free ingredients in the pastry section of the kitchen. Stock the cupboard with basic ingredients needed.

Rice flour, tapioca flour/cassava flour, Potato flour, Cornflour, Ground cornmeal (polenta), Soya flour, Gram flour/chickpea flour, Chestnut flour, Buckwheat flour, Lotus Root flour, Carob flour, Millet flour, Quinoa flour, Sorghum, Arrowroot, Linseed, Sago, Teff and Xanthan Gum.

Buy in small quantities at first, until the word gets out that you are actively providing coeliac options on your menu.

Either provide a separate menu for coeliacs or code dishes on regular menu. Coeliac food should be just as delicious as every other dish and can be incorporated into the main menu. For example, mushroom soup thickened with rice flour roux could be on both menus.

Top Tips

The secret to being able to respond to a sudden request is to have a well-stocked store cupboard. Fresh herbs always add lots of flavour but are particularly important in a low or no sodium diet. Olive or sunflower oil can be substituted for dairy in many recipes – even pastry, but you may need to also have a supply of soya milk.

Experiment with Tofu, particularly the firm kind, as it absorbs other flavours brilliantly and is a terrific source of protein, not only for vegetarians and vegans but also those who need to eliminate dairy products from their diets.

Rice paper wrappers are great for fresh or cooked spring rolls and can be substituted for tortillas to make gluten-free wraps.

Have a bottle of Japanese Tamari Soy sauce in your cupboard (gluten-free) and Xanthan Gum – this is relatively new product which is indispensable for coeliac baking. Naturally, gluten free flours are less elastic in texture and adding a small amount of xanthan gum will, to some extent, replace these elastic qualities.

Remember

  • Only the chef knows if foods are allergen free.
  • Roasting/heating/removing allergens don’t necessarily make food safe.
  • Prevent accidental contact; thoroughly wash equipment that has contact with allergens. Foods can be contaminated during processing where machinery is used for many products.
  • When frying foods, always use nut free oils.
  • Ethnic/vegetarian products: inform the consumer as to dishes containing allergens, especially when not obvious e.g. with oils.
  • Changes can be made by manufacturers without warning; always read the label.

Organisations of use

Food Safety Authority of Ireland www.fsai.ie Ph: 1890 33 66 77

Coeliac Society of Ireland www.coeliac.ie Ph: 01- 872 1471.

Irish Anaphylaxis Campaign Ph: 01-2952791

Reading List

Coeliac – Healthy Gluten-free Eating by Darina Allen and Rosemary Kearney Coeliac Society of Ireland: www.coeliac.ie

Diabetes – Healthy Eating for Diabetes by Antony Worrall Thompson (Kyle Cathie)

Food Allergies and intolerances –

What to Eat when you can’t eat anything – by Chupi and Luke Sweetman Foods Matter (Magazine for food sensitivity problems and solutions), www.foodsmatter.com

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Associate Members

First Rate is Ireland’s leading Bureau de Change provider and is one of the fastest growing businesses in the Bank of Ireland Group. As the preferred supplier of Foreign Exchange services to the IHF for over 10 years, First Rate Bureau de Change services are currently generating profitable extra income for hundreds of hotels throughout Ireland. Preferential features and benefits to IHF members include: an easy to use electronic point of sale system; comprehensive staff training; support provided by experienced account managers and Help Desk experts and significant new income streams from a service which customers truly value.

For more information contact: Alistair Welch, Sales Manager, First Rate, Hume House, Ballsbridge, Dublin 2, tel: 01-6671566 fax: 01-6671585

For over 70 years the Couristan name has been associated with a fine tradition of quality and performance in the manufacture of custom made Axminster Carpet.

Since 1988, Couristan has been supplying the Irish hotel industry from its plant in Youghal, Co. Cork.

Couristan are in a position to offer installation services that meet the demands of any special contract. They also offer a full design and planning service and can manufacture in widths from 27” to 13’6”.

For more information contact Couristan tel: 024-93454 or Michael Lenehan, Contracts Manager, tel: 087-2555107

Celtic Linen are one of the leading rental specialists of tablelinen, bedlinen, towelling, dustmats and roller towels to the hotel and restaurant market.

Trespan Hawke are leading distributors of janitorial products including the Lotus Professional range of paper and napkins and the Arpal range of cleaning chemicals. The textile range offers easy-care tablelinen, towelling, the “Constellation” range of easy-care bedlinen and ancillary products, to the hospitality market.

“The Celtic Group - In partnership with the Hotel Industry”

For more information contact Celtic Linen, Martin Murphy, tel: 1890 235842, email: sales@celticlinen.ie or Celtic Group, Hugo Malone, tel: 1800 441133, email: sales@transpanhawke.com

Maria Logan has a background of almost 20 years achievement in specialist hotel and catering recruitment and placement. Focused and results oriented, Maria Logan Recruitment brings a unique mix of experience and insight to the evolving needs of today’s market. Maria’s friendly and personal approach characterises the company’s reputation for assuming personal ownership of the individual candidate needs and client requirements. Maria and her team pride themselves on building relationships with both clients and candidates that endure for the duration of their careers in hospitality and beyond. With the quality of service and expertise that Maria Logan Recruitment gives in all their dealings, their reputation of trust and loyalty is well established.

For more information contact Maria Logan, 29-30 Dame Street, Dublin 2, tel: 01 677 4680, email: maria@marialogan.com, web: www.marialogan.com

JLA is the world’s largest independent distributor of commercial laundry equipment and offers hotels of all sizes total laundry solutions. The company can design facilities ranging from small towel laundries to full on-premise laundries, equip them with efficient and cost effective washers, dryers and finishing equipment and provide unrivalled service. JLA is renowned for innovation and latest developments include the S.A.F.E. Sensor Activated Fire Extinguishing system dryers and the revolutionary OTEX laundry system, which slashes costs by using mainly cold water and kills all bugs on every wash cycle.

For further information contact JLA Ireland General Manager Tony Kerr tel: 01-601 0525 or email: info@jla.com

Irelandhotels.com

PREM GROUP LAUNCHES NEW OFFER

The PREM Group has launched a “Best Rate or It’s Free” guarantee for its Days Inn and Wingate Hotels. Under this offer the hotels promise a free night’s stay to guests who can find a cheaper rate for the same room type and same number of nights on any third party website.

The offer is being run through the lo-call reservation centres and brand websites (www.daysinn.ie & www.wingate.ie). Guests must make their claim within 24 hours of making their booking and at least 24 hours before arrival.

Commenting on the announcement, Joanna Doyle, Franchise Development Manager at the PREM Group said, “We want to give customers quick and easy access to the best rates available and create confidence and trust in our brands’ website and central telephone reservation service. We also expect it to deliver higher margins and drive more revenue to our franchisees’ bottom lines. This initiative will help underpin our competitive proposition and gain market share.”

STILLORGAN PARK

The Stillorgan Park Hotel has launched its new look website. The new site is both rich in content and easily navigable, and includes an online booking facility and updated special offers section. Other new features on the site include an online form for all conference and banqueting related queries. While the wedding section includes details on the hotel’s extensive range of wedding packages and a direct link to the hotel’s wedding co-ordinator.

Further sections of the site deal with the hotel’s RAC Award winning Purple Sage restaurant and the Turf Club Bar which is the holder of the 2003 Black and White Dublin Hotel Bar of the Year. The new website is located at www.stillorganpark.com

DEER PARK HOTEL & GOLF COURSES

The Deer Park Hotel in Howth, Co. Dublin has also revamped its website. The new site features an increased level of detail and is easy to navigate with drop down menus on a variety of subjects.

As well as the online reservation service, there are details of the hotel’s various function capabilities. The website also features information about the local area, a short history of Deer Park and a wide range of information about the hotel’s golf courses. The website also includes an extensive photo gallery on the hotel’s renowned Rhododendron Garden.

To visit the website go to www.deerpark-hotel.ie

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Calendar of Events 2004

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President’s message

As we come to the end of the tourism industry’s summer season, it is an opportunity for us to reflect on what has taken place and to separate the reality from the hype and ‘silly season’ media headlines and comment.

All the evidence points to a very patchy season with the regions finding business particularly difficult. Getting informed reportage of the real tourism figures, which tell the true story rather than top-line visit numbers, is almost impossible and, of course, we continue to have the silly dining-out comparisons being made without any attempt to compare like with like.

This necessity to inform the media of the reality of our industry and how it operates makes it more essential than ever that we have very active branches throughout the country. Active branches and branch officers help us to get our message out there in a more informed way, and we have seen some very good examples of this throughout the summer.

Active branches also form alliances for marketing and sales activity to promote the regions; and again there are excellent examples of this in some branches.

Please remember that the strength of the Federation is its membership. The more active the membership is at branch level, the stronger the Federation will be nationally, so please go to your branch meetings and be an activist for your Federation and your industry. The new Mayo branch had its first meeting in late August and we wish it every success.

The First Progress Report of the Tourism Action Plan Implementation Group has been presented to the Minister for Arts, Sport and Tourism, John O’Donoghue, T.D. The report acknowledges the fact that many of the drivers of cost are outside the control of the industry itself and require action by specific Government departments. It also acknowledges the fact that there has been little or no growth in business and profitability for 2003. The report comments that, for the hotel sector, part of the key to future growth is the delivery of productivity improvements within the sector.

The report underlines again that amongst the main barriers to growth are: -

  • The slow progress on the Ireland-US bilateral agreement
  • The lack of provision of terminal facilities at Dublin Airport
  • Countryside and regional access provision
  • The absence of a National Conference Centre
  • Loss of share in the British market
  • Competitiveness and marginal or no improvement in profitability

The Implementation Group promises to continue its work and to convene a forum to report on progress in November 2004. I applaud the work of this Group thus far, and I feel a productive start has been made.

Richard Bourke

President

Implementing A Telesales Strategy That Works

More and more hotels are increasingly using the telephone as an integral part of their marketing strategy. The directness of the telephone means that it is ideal for generating sales, gathering research and providing customer service. In addition to all of these applications it acts as a direct point of contact into the business.

Conducting outbound calling is particularly effective for prospecting new business. By using the telephone, hotels and guesthouses can very easily expand their sales territory locally, nationally and even internationally. Numerous hotels are now proactively using the telephone to increase their occupancy rates and grow their business.

During non-peak periods, call existing and prospective customers and inform them of midweek specials and promotional offers. A simple exercise like this can significantly increase your bookings. If customers do not avail of an offer, use the opportunity to update customer databases and publicise the hotel website, stressing the ease of online booking. Implementing a telesales strategy like this is a cost effective method of establishing and maintaining interactions with customers.

An effective telesales strategy is hugely dependent on choosing the right telesales staff, training them well and also providing performance incentives. It is essential that telesales staff represent hotels in a professional and friendly way. Using clear and effective communication will ensure that customer value is maximised and potential business is not lost.

Before implementing a telesales strategy, remember the following telephone marketing tips:

  • Be Prepared – First impressions last, be positive and have a clear objective.
  • Follow-Up – Take notes and update databases, arrange follow-up calls.
  • Timing is everything – Choose a time that customers are most likely to take a call.
  • Support your efforts – Use e-mail, fax etc to distribute marketing material.
  • Use freefone or Lo-Call numbers – Freefone or Lo-Call numbers encourage customers to proactively contact hotels and guesthouses.

For further information e-mail: businessmarketing@eircom.ie

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