G'Day From Downunder

Put a bob in the gas. Get the kettle on and let's have a cuppa tea.

On my recent visit to Cork I dropped in to say hello to Charlie Sheil, a friend of Paddy McCarthy, who is General Manager of the Clarion Hotel in Cork.

I said some months ago that Cork has truly become a Universal City and the Clarion Hotel, sitting gracefully on the edge of the river Lee on Lapps Quay personifies my comments. This old rundown part of the docks has been transformed into a wonderful vibrant hotel complex.

I was so impressed with the attitude and commitment of Charlie to his profession and the 'Clarion'.

I told him I had to tell his story in the Irish Examiner USA. He modestly tells me it's all been documented before and he would supply me the records.

He says he and his wonderful staff always do their very best. Not just their best to ensure their guest comfort. I felt a warm sincerity in Charlie's comments and his attention to detail and a very firm handshake gave me great belief in his capabilities.

He has all the hallmarks of a very competent captain in charge of his command.

Let me share with you Charlie's journey since leaving school and don't tell me he hasn't earned his stripes from the transcript that Charlie supplied to me written by Graham Lynch of the Cork Independent:

"The recent appointment of Charlie Shiel to chair the Cork Branch of the Irish Hotel Federation will have come as no surprise to those working within the hotel and tourism industry here in Cork.

"As the General Manager of the Clarion Hotel, Charlie has personally overseen the four-stars rapid ascension to the upper echelons of Cork's hotel hotspots.

"Having amassed a wealth of experience in the industry both at home and abroad, Charlie has put these lessons learned to great effect, and, in doing so, has contributed largely to the enviable reputation the Clarion now holds.

"He's hoping to contribute equally in his new role as Chair of the Cork Branch of the IHF, as he told the Cork Independent this week.

"Sheil, a Dublin native, has worked his way through a succession of jobs in the industry since leaving the boarding school he attended in Kildare. 'I started a four-year at the Shannon College if Hotel Management after leaving school. The first year was just an introduction to the basics, but in the second year I got a taste of what this industry is about.

"'I, along with 40 students travelled to Montreux, Switzerland, a place made famous by its jazz festival. I spent some time working there and met a lot of famous people, like Sting and BB King over the course of the year.'

"These encounters were to eventually become commonplace, but first there was the matter of completing his course and undertaking some serious work experience.

"Having returned to Ireland for the third year of the course ('more intense, focused on law etc.'), Charlie was required to spent his fourth year in work placement. 'I was hoping to get my placement in the States, but that didn't work out. I went to the UK instead where I worked for the Swallow Hotel Group and ended up staying there for the next five years. I started as trainee manager and worked my way up from London to Newcastle and Sunderland. It was a good time for me and the company, which was very progressive, gave me a valuable learning experience.'

"Charlie returned to Ireland in 1998 where he took up a position in Cavan as a Deputy General Manager, but, as things would transpire, he was soon to be setting sail for lands further afield. 'I was holidaying in New York and it just so happened that someone I had worked with in the UK was now employed over there. So a meeting with management from the Waldorf Astoria Hotel and Towers was arranged and I ended up getting a job there. I had always wanted to work Stateside so naturally I jumped at the opportunity, particularly as the Waldorf is such a highly regarded hotel in the city. It took some six months to get the paperwork in order, but I eventually got there.'

"The Waldorf, a mammoth hotel with over 1400 rooms located in the heart of Manhattan, was a significant step up for Charlie, who was suddenly thrust into the glitz and glamour of high-society. 'I was placed in charge of running the top functions at the hotel, some of which played host to the biggest names in New York and America. One that stands out in my memory involved George Bush and Al Gore, their last function before they went to the polls. I did get to meet them and they both and they seemed nice, but Bill Clinton was definitely the most interesting person I met.'

"Charlie next moved on to become the General Manager of the companies Bull & Bear Restaurant and Bar, before being promoted to the role of Beverage Director, where he was responsible for over 50 employees and maintaining a turnover figure of $19 million. 'My role as Beverage Director was very exciting. I was responsible for the purchasing of wine for the hotel and the creation of new cocktails. I ended up attending many great auctions in search of high-price wines. That role was all about understanding the customers needs.'

"All was going well for Charlie - and then September 11 arrived right on his door step, 'a day,' he says, 'I'll never ever forget.'

"'That morning and the weeks that followed were like something out of a movie script. On the morning of the attacks everyone was walking up the streets. We had opened the bar an hour earlier that morning and were expecting a quiet start to the day. But we were swamped.

"'People were calling in to make calls to loved-ones, checking to see if they still had homes to go to, or just calling in to talk to someone about what had just happened. I don''t think it really hit me until two weeks later. But that morning I learned what we do in this industry is not just feed people. That morning I saw that it was about taking care of people.'

"The industry was hit hard in the wake of 9/11, and although Charlie considered his options, he ultimately decided to stay. 'I remember we had to let go of 250 people in 24 hours and things were looking bad. But in 2002, as a show of solidarity the World Economic Forum was moved to New York. Every world leader was present. I looked after Desmond Tutu and Bono, so that was certainly memorable. Those are the moments when you know why you do what you do.'

"A move to the Millennium Broadway Hotel followed soon after as Charlie looked to progress up the career ladder and although he says the decision to leave the Waldorf was a tough one, he said the desire to take up a more senior position before heading back to Ireland ultimately helped him to make his mind up.

"In November 2004 Charlie decided to move back, when an opportunity with the Clarion in Cork came up. 'I didn't want the rat-race of Dublin,' he says, 'although I'm up and down so much, it sometimes feels like I've never been away.'

"With the world now facing an economic slowdown, Charlie is acutely aware of the need to offer customer satisfaction. 'This year is obviously a concern, so it's all the more important hat we provide value and customer satisfaction. We can't be complacent during this testing year. However, the first quarter has been positive and we intend to keep that up.'"

Since opening on the 11th of February 2005, guests, while enjoying the facilities at the Clarion Hotel Cork have used over 300,000 bars of soap. This is one of the interesting but unusual facts to come to light as the Clarion Hotel, Lapps Quay Cork, celebrated its third birthday. Some other unusual facts include:

• 588,561 pillow cases and 301,985 face cloths used,
• 620,215 meals served,
• 249,800 guests, who drunk
• 26,301 pints of Murphy's, and
• 2,454 bottles of Champagne.

With 197 bedrooms, extensive Conference and Meeting facilities, Sinergie Restaurant, Kudos Bar, the Atrium Lounge, Sanovitae Leisure Centre and Essence Spa, the hotel has become the heart of Cork's new City Quarter district in terms of guest nationalities the Clarion Hotel could be likened to a mini united Nations welcoming guests from around the globe reflecting the truly global nature of Cork today.

Since its opening the Clarion Hotel has received many distinguished guests from the worlds of politics to culture including Sarah Ferguson, the Duchess of York, the King of Norway, Kanye West, Art Garfunkel, Des Bishop and Shayne Ward, to name just a few.

In May 2008 Frankie Whelehan, Managing Director of Choice Hotels Ireland received the award for 'International Clarion of the Year' in Las Vegas, Nevada, on beheld of the Clarion Hotel, Cork.

As for me, well, full of the best things a hotel can offer (and after a trip to another hostelry or two, of which more later!) I staggered back to Australia to recover and perchance to pick up my pen to include you in my adventures.

So put the kettle away for another couple of weeks until we are ready for another chat. Be good to those who love you.

Slainte from Downunder.