MBTA 2024: Meet the finalists in the Best Customer Service category
Understand the magic of sharing a warm welcome, delicious food and cherished memories
Darnley Lodge Hotel, Athboy
Tell us about your business and team?
A new era began in 2013, when The Darnley Lodge Hotel came under new ownership with David & Hazel Sheridan. A significant refurbishment has taken place since then, retaining the heritage interiors, while upgrading the facilities to meet guest expectations. David and Hazel had lived in America for 16 years and brought a wealth of experience to Athboy’s Darnley. David had run his own successful business in New York City and Hazel was Director of Guest Relations in The Peninsula Hotel also in New York
The thriving Athboy business began another new era last year with Joe McGovern, who has over 30 years’ experience in the hospitality industry becoming the new Hotel Manager.
Describe the best thing about your service?
At The Darnley Lodge Hotel, we along with Martin Mockler, Head Chef understand the magic of sharing delicious food and cherished memories with loved ones. From birthdays, christenings to confirmations, weddings and anniversaries, these are the milestones we hold dear. Our team has embraced a culture of quality, while building up a reputation for consistency in excellent food and service. Our friendly staff with their welcoming smiles making guests feel’ Home away from Home’.
What’s the best business advice you’ve ever been given?
“Build up to a Standard not down to a Price. ”Each employee is empowered to do whatever it takes to make the Darnley guest feel taken care of in the true Darnley style.
What does the future hold for your business?
With the expansion in accommodation over the coming months and working on the I-Star project, which aims to make tourism business more sustainable.
The Darnley Lodge aims to improve overall business performance in the future.
The goal is to balance the environmental impact while supporting the community and working alongside Boyne Valley Tourism Experiences to enhance the guest experience.
Not just a café; a cultural hub and welcoming oasis in the heart of Kells
The Book Market, Kells
Tell us about your business and team?
The Book Market café recently celebrated 10 years in business at Market St, Kells, selling books, delicious homemade food & bakes. The shop boasts many of the same wonderful team members that were with Book Market from the beginning with business partners Jess Olohan and Ger Gaughran still at the helm.
The Book Market is not just a café; it’s become a cultural hub and information point for the area. It hosts exhibitions, launches, readings, films, plays, tastings, theme nights, gigs, and all manner of events, including serving up Bloomsday Breakfast to the Kells Arts Club each year. It also serves as the Green Room for the annual Hinterland Festival, and hosts events as part of the Samhain Festival.
Describe the best thing about your service?
Customers have ‘great expectations,’ and our staff do their work with ‘pride’ and there’s no place for ‘prejudice’. We all love doing what we do, and we feel that comes across in the atmosphere - we're a uniquely friendly cafe - a bit like the old Cheers theme tune "Where everybody knows your name, and they're always glad you came".
What's the best business advice you've ever been given?
For co-owner Ger it’s “do what you love and love what you do.” For Jess, it’s “never miss an opportunity” adding “I’m glad I took the opportunity to open the café – even if I was 60!”
What does the future hold for your business?
We plan to keep going, doing what we’re doing – looking after our customers, enjoying what we do, making friends, and playing our part in the cultural and artistic regeneration of Kells.
Tailor-made holidays, honeymoons and big city adventures
Mandy Walsh - Travel Counsellors
Tell us about your business and team?
With over 30 years’ experience in the travel trade, Mandy Walsh still pinches herself that she gets to do what she loves every day by tailor-making special holidays, honeymoons and multi-city adventures for couples, singles, families, and groups in her thriving flourishing business Mandy Walsh Travel. Making each and every trip personal to each client is of utmost importance to Mandy. “It’s means far more to me than just my business!”
Describe the best thing about your service?
Our tag line ‘with us it’s personal’ never proved stronger than in recent years, especially when travel was put on hold. From March 2020 there were alot of cancellations, postponements and of course repatriations, all without pay for Mandy. It became a mission of hers not to let her business fail. “I began my business in 2007 and the fact that I was there for each and every client when things got tough for us all, has meant my business has never been stronger.”
What’s the best business advice you’ve ever been given?
So one thing I have learned over the years is to treat others with kindness, respect and empathy - basically treat everyone the way you would like to be treated yourself. And always aim to be the best version of yourself, whilst striving for continuous improvement - there is always room to learn and be better!
What does the future hold for your business?
The sky’s the limit - no pun intended. I started my business in November 2007 and soon will celebrate 17 years in business. Back then it was just me and now I have created a fabulous team around me so there are no limits as to what we can do together and where we can go.
Having recently been awarded Overall Business Excellence & New Business Champion for Travel Counsellors Ireland,
I know that growing my team was the best decision I have made in the last few years.