Tuesday, 23rd February 1999

IHF CHIEF EXPRESSES CONCERN OVER REPORTS THAT
'IRISH EYES ARE NO LONGER SMILING'

John Power, Chief Executive, Irish Hotels Federation (IHF) today expressed his concern at the damage that recent foreign media reports, stating that 'Irish eyes are no longer smiling', can cause. He said that the warm welcome our country is famed for world-wide needs to be carefully guarded as one of the country's 'intangible assets.'

Speaking to over 300 hotel and guesthouse owners at the IHF's 61st Annual Conference in Bundoran, Mr Power said that with 50,000 people working in their establishments, the sector was in a unique position to ensure each and every guest experiences Irish hospitality and personality at its best.

"One of the key elements that makes Ireland a desirable location to visit is our people with their spontaneity and friendliness. They are our greatest assets, they don't appear on ledgers and profit and loss sheets but they are the fundamental basis for our tourism success," says John Power, "The added value given by a member of staff to a guest during their stay is what ensures people choose to revisit Ireland, and to tell their friends about it when they go back. As employers, it is up to us to nurture and encourage our staff to give our visitors the opportunity to experience the warmth of our people. Our Quality Employer Programme is an excellent initiative in this regard, raising staff morale and ensuring they are very aware of how much their talents and skills are appreciated."

The IHF is the representative body for over 800 hotels and guesthouses in Ireland and its Quality Employer Programme assists employers adopt and maintain the highest standards of employment. It sets standards to cover all areas of employment, including recruitment and selection of staff, contracts of employment, staff training, career progression, rostering and the arrangement of works hours. It also makes recommendations on the provision of the wide range of benefits provided by hotels and guesthouses, including meals, uniforms and pensions.

"The IHF developed the Quality Employer Programme to enhance the standards of employment practices. It's an investment in the talent and skills of our workforce to retain our people in this highly competitive marketplace and add value to their employment. As managers we need to encourage our employees to view their job not just as a 'job', but as an opportunity to make other people feel relaxed, happy and most importantly, valued".

"We as hoteliers are all too aware that the pace of life is picking up speed and often we can be in such a great hurry to provide the best service, that the 'added value' of what we do can be lost. This is the most important aspect of what we offer our guests and it should be a priority for everyone," continues John Power.

Mr Power told members that it is everyone's responsibility to ensure that all staff, from the bedroom to the boardroom, are reassured that they are an essential element of the sector's success.

"Our staff work in a vibrant, exciting industry that values their total experience - not just their work skills but their life skills also. We want our staff to be enthusiastic so let's help them develop and grow their communication skills. Only in this way will we in turn grow our sector and ensure that it continues to enjoy the reputation for friendliness that is known as the 'Irish Welcome'."

FOR FURTHER INFORMATION:
Siobhan Molloy/Ciara Sweeney
Tel: (086) 817 50 66 or (086) 8262280.