I began working in Hospitality when I was 15, as a kitchen assistant /waiting person. I worked in a family run, small restaurant and found I loved the fast paced environment but more so the personal attention given to the guests. I knew I wanted to work in hospitality and proceeded to do so against all advice from family and am still here 25 years on.

I chose business studies courses for my leaving cert with accountancy as in senior management I felt at the time a certain level of understanding is required. I have come to realise that there are not really subjects required for hosptality and tourism, a lot relies on common sense and an attention to detail /practical way of doing things. Languages are obviously of benefit.

I changed jobs to work in golf courses and again enjoyed the demanding nature but was won over more so by the comradery amongst staff.

I attended Cathal Brugha street and obtained my Bachelors degree in business and hospitality management. As subjects go, strategic management and economics are probably the most helpful, issues re supply and demand, management of the external environment and the importance of being proactive rather than reactive to changes. I made friends in college many of whom I am still in touch but some remain by best friends.

All through college I worked part time in golf club settings as restaurant supervisor. In 3^rd year I did my placement in Galway in Glenlo Abbey, which at the time was Galways only 5 star hotel. Again Family owned and run. A Spanish manager named David was my main influence while there, he taught me Flambé service (now banned for insurance purposes), working on the carriages of the orient express and river room restaurant, I found my calling in fine dining service.

My first “real” hotel Job was in the davenport hotel – part of the Callaghan hotel group. I interviewed with HR looking for a job as a receptionist with the aim of getting experience in all departments before I would proceed to Management. I felt I was lacking in an administrative capacity and explained all this to the HR manager.

I started in the Alex on reception and after 1 day was offered a position in The davenport as duty manager. I accepted. I stayed there for 18months. The city life after work was fantastic – heading over to the Gingerman after hours with the other management team from the Mont and alex was Part of the course.

A Fiancé and a house move at age 23 meant I was looking for a new job, the commute from the Cavan / Meath border to Dublin Daily was a killer. One of the benefits of hospitality industry – it’s easy to relocate. I applied for a position in Cabra castle hotel, interview on Thursday 6^th Nov 2003, commenced on the 10^th Nov. 2003 as duty manager. I worked my way from Junior DM (assistant manager) to senior manager, to deputy Gm over the course of my time, all while getting married and having 3 children. I never went looking for a promotion – hard work is generally rewarded in the hospitality industry.

While working within the organisation I took issues such as health & safety, staff training, recruitment, insurance issues on board – my role was very varied administratively as well as operationally. In October 2018, Howard Corscadden asked if I would be interested in an administrative role, doing HR and health and safety for the 4 hotel in the group. I was delighted to accept. I felt I need a bit more qualifications therefore I recommenced college and obtained a higher diploma in Human resource development and training doing a night time course, as well as training as Manual handling instructor and fire warden instructor. I found that this is where I love to be the most – helping the staff on the floor, making sure they know what they are doing and doing it safely.

David in Glenlo Abbey showed me flair and passion for the job – it didn’t have to be boring. As I am in Cabra castle for as long as I am, I have to say that I have learned the most from the Corscadden family – Howard and Deirdre, Therese and Adam.

I was offered the job by the director of the company and promoted in house. I did not actively seek my current position. I had always been involved and had opinions on the direction the company should take with regard to Health & safety, and became safety rep as a result.

As Duty manager and later Deputy GM, recruitment and selection was part of my role. As the company grew to 4 hotels, there was a need for HR department, and I was offered the position of HR manager & H&S co-ordinator the group RCOI.

A typical day can be challenging although very varied.

I can be anywhere doing anything literally.

From a HR perspective, seeking new candidates, responding to applicants, sending out offers or employment, arranging and conducting induction training, sending out contracts, contacting staff to return said contracts, dealing with issues in-house if there are any, conducting appraisals and performance reviews, updating staff data base, any grievance /disciplinary issues, Letters of reference, updating employee handbook, attending HOD meetings

I also respond to trip advisor and some of the social media outlets, and deal with any letters of complaints

H&S - keeping safety statement up to date, conducting risk assessments and implementing control measures, carry out fire training, conduct fire drills, weekly testing of fire alarm, inspection of extinguishers, lighting etc. manual handling training, keeping all food hygiene courses up to date, ensure new staff receive relevant training, organising refresher training, testing of AED, Refill of first aid boxes, general observations of front /back of house areas to identify /eliminate potential risks, Writing and communicating of new policy and ensuring new policies being implemented. COVID-19 and everything that goes with that.

Liaising with insurance company. fire officer, EHO and ensuring we are compliant with all requirements, dealing with any claims that may arise i.e. personal injury, updating incident report and ensuring all relevant information is sent to insurance companies, download & Maintaining CCTV footage relevant to incidents,

To ensure the efficient, recruitment and maintenance of personnel in the 4 RCOI venues ensuring that the hotels are complaint with all relevant employment legislation as well as Health and safety legislation.

Currently all the changes in covid-19 guidelines – constantly remaining vigilant to try to ensure that we follow all the guidelines in an effort to keep staff and guests safe.

People’s interpretation of how everything should be done.

Employment legislation – there’s so much information out there

The ability to get things done – I’m generally the go to person if something is needed to be fixed, Knowledge – it’s nice to be the go to person if someone has a problem /difficulty, even though I don’t know all the answers, I’ll do my best to find out.

Grievance & Disciplinary issues, both staff and guest. It’s never easy dealing with someone who isn’t happy.

I’m a good listener,

counselling and communicating–– people tend to off load to me and listen to what I have to say

I work well under pressure and am organised,

As mentioned before I don’t feel that any one particular subject is helpful in a hospitality setting. Languages of course for tose wishing to travel with hospitality. Business studies and a basic understanding of economics, how it effects business.

Leaving cert

B sc. In business & hospitality management

Numerous in house courses on customer care, complaint handling, train the trainer, communications, GDPR & privacy compliance

Safety rep course with Nifast (to understand risk assessment, legislation and employer requirement)

First aid

Fire warden

Manual handling instruction

Emergency evacuation chair handling

Fire warden instruction course

All safety related courses for me to instruct others and comply with safety requirements

Advanced diploma in HR Development

Master certificate in GDPR preparing for audit

Operationally – train the trainer, customer focus, training on handling complaints, Failte Ireland led GDPR,

Re training in HR and all the H&S training – making our hotels a better and safer environment to work in. Helping a colleague through a particularly difficult time, offering support.

Patience definitely, An ability to empathise, to listen and to reason with others. Acting - I’m generally quite a quiet person but am able to “put on a front” – an old employer used to tell me I was on stage, to go out there and give the service I would like to receive. It worked wonders for.

The ability to make small talk and know personal boundaries.

Reading body language and reacting accordingly.

A good work ethic and loyalty.

Difficult to say – perhaps providing a training module with Failte Ireland – helping others progress their career!

Initially as a young free person, the hours in hospitality were varied and I liked that. I could be on or off any given day. The variety suited me. If I needed a night off or to go out on the town over the weekend, I requested it and got it.

As life changed, marriage and children came along, I found working with a family run organisation helped – they were very understanding and accommodating if time was needed to facilitate family time.

Being off mid-week when my partner worked was good in a sense as it cut down on childcare costs – he was there at the weekend when I was working.

As work in the hospitality industry can be very varied, there is potential to change the direction of career, rather than operations, I am now 9-5 Monday – Thursday in my HR capacity which suits life with a young family of school age.

A job in any aspect of hospitality is challenging. It’s a very dynamic environment – constantly changing and pressures can be huge, particularly during peak season. May-Oct. You need to be able to hide how you actually feel, put on a smile and work.

Patience, organisation – generally a very autonomous role so you need to be able to organise yourself and manage time effectively.

Tea bags in a sink and people moaning about the type of work!

Health & safety rep training, fire warden instruction, occupational First aid evacuation chair training, manual handling instruction, Hr training & development, Multiple seminars in employment law – constantly upskilling to ensure I’m up to speed with new legislation / legislation planned to come into effect. Nothing planned at the moment, but no doubt will go training again.

Operational background is of benefit as you can relate to the types of issues being experienced by staff members.

Human Resources Manager - Cabra Castle Hotel