WE ❤️ HOSPITALITY

1

The last year has been terrible for the hospitality sector. Most businesses have seen extreme financial challenges and its reputation as an employer has been severely affected.

We are now hearing from many, many of our clients about their fears for the future from staff shortages to skills gaps and top mid-senior talent moving to other sectors.

Krishnan Doyle is sharing his conversations with service industry leaders and operators on all that is good about hospitality & catering with the purpose to improve the sector's reputation as one of the largest employer worldwide but also as a great place to develop your career.

2

How did you get into hospitality?

When I was 18 and in college, I wanted to find a part-time job and applied at a local hotel, where I secured a role as a room attendant in Housekeeping. While it was not my favourite job, I loved the team and the hotel culture. Knowing this, I quickly began transferring to different roles until I landed in HR 5 years later. From there I continued to grow to where I am today.

Do you think it is important to have studied hospitality to be a success in the sector?

I have always believed an education is important as it truly helps define your passions in a theoretical way, which are then supported by real life experiences. This said, I think it is possible within our industry to be dedicated and apply yourself to reach full potential in your career without studies, but this is really up to your perseverance.

Which leader / figure inspired you and why?

Firstly, my parents and grandmother were always huge influences in my life; who taught me that working hard and being honest will help you achieve everything, even when you have failures along the way. At this point in my career, my current CEO is truly my inspiration as he teaches me every day that leadership through kindness wins the day.

What keeps you in the sector and why to you enjoy working in it?

I LOVE our industry. Hospitality is about relationships and loyalty; two things that are so important to me. It is an industry that allows you to start at a room attendant and become a C-Suite leader. We are located everywhere in the world and we get to meet so many wonderful people – it’s brilliant!

Tell us about the development / training that you give to your teams and management.

At Dorchester Collection, we created our internal DC Academy in 2011 and we have continued to build it eversince.

We started with 5 programmes and now have a suite of more the 50 programmes and courses to help in the development of our people.

What advice would you give to those starting out in the sector?

“Give it your all and take risks.” We are working in a sector where the paths for success are many and you must be willing to put your hand up and say, ‘I’ll do that’! Do a job you’ve never done and be part of the company’s culture; helping make it a great industry for us all.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Always use your voice. Over the years, I have discovered that my voice is important and can add value in whatwe do, and the experiences people have. I should have always had this confidence to share my thoughts and add value to every job I have had – a great lesson learned.

3

How did you get into hospitality?

I finished school and went straight to catering college, I always wanted to be a footballer but that never happened so hospitality was always the next choice, my Nan inspired me to cook from a very young age.

Do you think it is important to have studied hospitality to be a success in the sector?

I think it is, I studied for 3 and a half years in Plymouth and spent time in collage in France too, it gives you a great platform and knowledge to further your career within the industry. But in top of that you need to be prepared to work hard, nothing will be handed to you on a plate because you have qualifications.

Which leader / figure inspired you and why?

Too many to mention here! I have always been so lucky to have a mentor, someone who has believed in me and then pushed me to the next level. I was lucky during my time at Catermasters that Nigel Johnson and Richard Moody helped me so much, I went from being a chef who just cooked on the stove to someone who started doing sales presentations and developing food offers. Looking back that really was the turning point in my career, you always need to work with people who can push you that bit harder and can get the best out of you. This is something I do with my teams now, give them the drive and motivation to be the best they can be.

What keeps you in the sector and why to you enjoy working in it?

The challenge, no day is the same. It’s a fabulous industry, I have been lucky to have travelled to some beautiful countries and worked with some very talented chefs, I’d much rather work in hospitality than be stuck in a 9-5 desk job!

Tell us about the development / training that you give to your teams and management Mentoring, you must take your team on a journey. To get the best out of your team you need to invest time in them, listen and believe in them. I was lucky enough that someone believed in me all those years ago, so I always do the same for my team. We all have weaknesses; I prefer to focus on the What advice would you give to those starting out in the sector?

Work hard, push yourself, have the right attitude and always have a plan of where you want to be.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I wish when I was younger, I knew what I knew now! It took a while in my career for the penny to drop, since then I have always had a plan and huge drive to succeed.

4

How did you get into hospitality?

My parents and grandparents owned a small hotel in Babbacombe in Torquay. I was washing dishes at 13.

Do you think it is important to have studied hospitality to be a success in the sector?

Yes & no. I did end up doing my then C&G certificates, HCIMA but I think you need a supportive employer behind you. Someone who is constantly developing and pushing you. But you find many have learnt their craft on the job, above anything you learn it’s about attitude and having the right one, be prepared to get your sleeves rolled up and use every opportunity that comes your way.

Which leader / figure inspired you and why?

Actually, Three separate head chefs, 1 manager. The first chef was French, hugely creative and I got inspired. The second chef was regimented, military fashioned and run a tight ship, the third chef focused on the taste of the food and provenance. The manager was someone who gave me a glowing reference at the time but when I look back, he was possibly the nicest person I’d ever worked with or alongside. He made me realise from a young age, that being nice, and kind opens more doors than being the opposite. I think the morale to my story and many others is, keep learning, use something from everyone and just always be yourself.

What keeps you in the sector and why to you enjoy working in it?

It’s so dynamic, so many facets and different places you can take it. In the end, you have to love it and love it beyond the pay cheque, it has to run through you and be with you at all times. Hospitality & food is not just for Xmas, it’s a lifetime thing.

Tell us about the development / training that you give to your teams and management Giving total ownership, they tell me what to do and they are the best at it. Training is a constant, learning one thing each day is my private ambition and try to enhance that in what we do at Fooditude. The thing I hold most dear to my business heart if the face that someone wants to work with us and it is a privilege and honour to see them develop and grow whilst they are employed by us. Nobody ever stays forever, its just nice to think you were a steppingstone for them becoming great humans and professionals.

What advice would you give to those starting out in the sector?

Don’t put up with abuse at work, I hate & despise toxic environments. Keep your integrity as high as your honesty, and you’ll be just fine.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Try not to be so nervous. You’ll be just fine.

5

How did you get into hospitality?

Straight from school, did a BTEC and then university before joining Forte as a graduate. Do you think it is important to have studied hospitality to be a success in the sector? No, it’s all about your attitude.

Which leader / figure inspired you and why?

Richard Branson as he constantly challenged the big brands and always looked at ways of differentiating What keeps you in the sector and why to you enjoy working in it?

The hospitality sector is infectious and once it’s in your blood it’s hard to move away from it.

Tell us about the development / training that you give to your teams and management I continuously look to develop my teams through coaching, objective and key result setting and support via external providers like HOSPA. What advice would you give to those starting out in the sector?

Do not settle in one role immediately, try lots of roles, learn from every role you do and remember you are here to service the customer whether that is a guest or a hotel.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Travel more, read more, listen more as you develop

6

How did you get into hospitality?

Took a holiday job aged 15+3/4 as a waiter in a West Country hotel. It was terrifying and so old fashioned, but the drama hooked me straight away Do you think it is important to have studied hospitality to be a success in the sector?

Helpful yes, essential no. Sadly our hotel schools such as Bournemouth and Oxford Brookes have given up on their recent purpose, and that creates a real hole in terms of talent supply.

Which leader / figure inspired you and why?

Douglas Barrington owner of the Lygon Arms, because he pointed out my many mistakes and made sure that I never forgot how to avoid repetition. Anticipating the needs of his guests was his great skill.

What keeps you in the sector and why you enjoy working in it?

Possibly because I am no longer fit to do anything else! But I have loved my 50 years in the industry and still get the buzz. The job changes every day and it’s the variety I adore.

Tell us about the development / training that you give to your teams and management.

Its constant and in permanent flux as we veer from new Covid regulations, to employment rules and our portfolio grows. Sharing our DNA with each new member of the family needs method, systems and touch. It’s a fine balancing act.

What advice would you give to those starting out in the sector?

Zigzag! And work for well-known businesses at the beginning. Employers won’t know you from Adam but will recognise where you have worked before and base their early view on assumptions about the quality of that restaurant, bar or hotel.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Trust your gut instinct and don’t overrule it. Every mistake I have ever made has been for this reason and thank fully I am doing it less often.

7

How did you get into hospitality?

Started at 16 years as waiter and chef in a local restaurant Do you think it is important to have studied hospitality to be a success in the sector?

Yes, but only at a practical level no more than OND Which leader / figure inspired you and why?

Sir Reo Stakis What keeps you in the sector and why to you enjoy working in it?

It’s not a job it’s a way of life What advice would you give to those starting out in the sector?

Do not get imposter system, and remember what gets measured does not get done, never forget it’s all about people If you could go back and tell yourself one piece of advice as you started your career, what would it be? have more self-belief, take more jobs internationally

8

How did you get into hospitality?

I took a Hotel & Catering Management Degree at Portsmouth Poly, and then went straight into hotels – working in 5star hotels in Munich and London before “falling” into contract catering Why I took Hotel & Catering Management is a bit of a mystery!! I can only pin it on the fact that in my school holidays a friends dad would often take us to his work, which meant going to a hotel near Cambridge, where we had the run of the golf course, pool, restaurant etc for the day and I think the life must have appealed to me…. It was years and years later that I found out my friend’s dad was CEO of Cunard hotels Do you think it is important to have studied hospitality to be a success in the sector?

No, not necessarily. I think there are a lot of very successful people in the business who simply started work at an early age and have worked their way up. They will have missed out on 3 or 4 years of great fun as student life though! I wouldn’t have missed that for the world.

Which leader / figure inspired you and why?

I’ve had a lot of bosses who I have greatly admired and who have inspired me, as well as a lot of figures who I see in the industry. Without exception they have all earned their position and earn their respect by walking the walk and not expecting their staff to do anything they wouldn’t/ couldn’t themselves. James Brown who was my GM at the Royal Garden and then the Athenaeum was a proper old school hotelier whose attention to detail was second to none.

What keeps you in the sector and why to you enjoy working in it?

I inherently love hospitality in its truest sense – looking after people, giving them great food and service, and seeing how it can enhance their lives – whether they are celebrating / socialising, or dining at work. The variety of challenges and different clients we look after in contract catering keeps it forever fresh.

Tell us about the development / training that you give to your teams and management With senior teams I think the need is for more coaching and mentoring than job-specific training, so I encourage team members to share their strengths so other can learn, and likewise to seek out others whose strength is their own weakness. I will also work with my team on any specific areas for development – teach a man to fish, rather than give him a fish. We started using a professional coach for the senior team a few years ago which was invaluable. With operational teams there is obviously the direct skills-based training, but we are doing a lot of wellbeing sessions now, especially linked to returning to work.

What advice would you give to those starting out in the sector?

You reap what you sow – i.e. if you work hard it will pay back in time. Earn respect – don’t just expect a title and respect. Never burn your bridges! It’s a small industry and you never know where you may end up working for/ alongside someone you thought you’d never see again!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Never let your standards slip in recruiting – surround yourself with great people and you will all excel.

9

How did you get into hospitality?

I worked several jobs to pay for college and then Uni, one of those was in an off-licence chain owned by Allied Domecq. At the time Allied owned Carlsberg Tetley brewery, Dunkin Donuts, Baskin Robbins and circa 3000 pubs. I was offered a position on their international graduate scheme and never looked back.

Do you think it is important to have studied hospitality to be a success in the sector? No. I studied law but there is no doubt that additional sector related education will help. Which leader / figure inspired you and why?

I am constantly inspired by people that I have and continue to meet for a variety of reasons. I love to learn, love to hear differing insights and I soak up as much as people will share with me. From the day I joined the sector, people have willingly afforded me their time and experience and it is those that put people first that have inspired and shaped my passionate views of today.

What keeps you in the sector and why to you enjoy working in it?

It’s fun, it provides opportunity for development based on merit and it’s a great people-based business that everyone can relate to.

Tell us about the development / training that you give to your teams and management From day one, training is constant and personal development is on the agenda as much as you wish. We provide huge amounts of off job training accompanied by on job experience, we spend a of time with those starting their management careers and their progression is monitored, shaped and supported on a regular basis- we won’t lose sight of someone with talent, passion and drive. Training of all kinds, to suit different learning styles is available and there is training available at all levels, for all roles and to suit all skill sets, career progression is mapped with regular role and pay milestones.

What advice would you give to those starting out in the sector?

The skills you learn here will be transferable to any role, anywhere. Your skills will grow rapidly, you will learn to work with people, understand process and discipline, understand business metrics, develop your coaching and leadership and have fun. Embrace the learning, ask questions, put your hand up to develop and throw yourself into the learning provided to a level that suits you.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Honestly, it would be to drink a little less in the early years and to balance work with sport/ exercise to ensure I was as healthy and effective as possible.

10

How did you get into hospitality?

Just by accident like so many. I had bar experience and needed a job to get me through whilst l looked for a career and so I took a job in a local nightclub on a trainee scheme….it went well enough in the early days partly by luck for me to say this is fun and I got the breaks early enough to get me hooked Do you think it is important to have studied hospitality to be a success in the sector?

No, I don’t have so many of our employees started their careers with us while studying at university and more often than not with a hospitality related qualification. Not that I have any problems with those of course because they are a great launching pad. Was there have been hotel management courses for decades there are now a lot of more relevant broadly based qualifications to be had that can be a real help.

Which leader / figure inspired you and why?

A former MD of Northern Leisure Clive Preston. He was very shrewd, fantastic with people and came across as your favourite uncle but was the sharpest guy in the room. He went on to succeed with Amber Taverns amongst others and only retired fully in his eighties. All his businesses succeeded, and everybody enjoyed working with him What keeps you in the sector and why to you enjoy working in it?

It’s a great business, energetic, always reinventing itself and improving and the people are generally great, andall get on even at every level if they are competitors Tell us about the development / training that you give to your teams and management In Operations we train using the CPL platform up to manager level and are developing the Rekom Leadership Programme to take the talent to the next level. We promote the advancement of the support teams and the HUB head office to continue to train in their specialisms. We are also keen to promote from within including taking operators that want to become support specialists recently taking operators into the Finance and HR teams What advice would you give to those starting out in the sector?

It is hard work, but it is also immense fun and rewarding. No two days are the same and you will never be bored. It is also a fabulous meritocracy, if you are good and work hard you can advance your career continually-there are few barriers that do exist in some sectors If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Find a company that loves its people as it will make a world of difference. I have been lucky in that regard, but I know others that get sold the dream to then live to regret it as they didn’t do enough research.

11

How did you get into hospitality?

I’ve always had a love of food, presenting my own food shows in front of the mirror as a kid. So at the tender age of 11/12 I got a job washing up at the weekend at a pub that was at the end of the road where I grew up, (The Lambert Arms) in the mid 80’s it had a really good reputation for food. It kind of went from there really, washing up moved to a little prep, then cooking. The head chef was a super talented (but tough!) ex-Navy chef, Ian Watkins (I don’t know how I remember his name almost 34 years later!) I had a fantastic grounding at such a young age, I knew then hospitality was the future for me!

Do you think it is important to have studied hospitality to be a success in the sector?

I had a non-conventional route, my career started back of house, so whilst I had a successful cooking career, I felt I had to almost start again when getting to grips with front of house. So yes, for me it was, whilst I had incredibly strong grounding, the ‘studying’ part gave me the structure I needed to connect all the dots.

Which leader / figure inspired you and why?

There have been so many, but the ones I have aspired to be have been the ones that have been the most inspiring, work hard be kind. People like David Orr, an incredible human being, only matched by his incredible leadership.

Peter Manby, I wouldn’t have taken the Bill’s role if it wasn’t for his guidance. Ewan Venters, one of the most exceptional and talented leaders in the retail sector (now art sector) Frances Lawrence, she’s been a guiding light and my conscience for a number of years now. I literally keep going!

What keeps you in the sector and why to you enjoy working in it?

Wow, that’s been tested somewhat over the years and not just the last one! I keep reminding myself of what it has afforded me over the years, work hard be kind. There are very few industries that have the same level of camaraderie and togetherness, there have been a huge amount of people that have had such a positive effect on me, sure you get this in other industries, but none more so these hospitality. I remind myself the value I add to others and they add to me.

Tell us about the development / training that you give to your teams and management.

We do lots of great stuff with Flow, we have also our own tailor-made training and development programs that allow our people to progress and develop. If they just want to make coffee forever, that’s ok too, we make sure they become Jedi masters in coffee making!

What advice would you give to those starting out in the sector? Work hard, be kind!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Be braver, enjoy the ride, be serious, but don’t take it so seriously, above all believe in yourself!

12

How did you get into hospitality?

I stated working at Crest Hotel as part of my school Work Experience and feel in love with the industry and that was back in 1992 and the rest is history.

Do you think it is important to have studied hospitality to be a success in the sector?

Not necessarily, some study would be beneficial. However, having passion, drive and the right attitude you can achieve anything and grow within our amazing industry.

Which leader / figure inspired you and why?

Good question, I don’t necessarily feel anyone leader inspired me, I have worked with many amazing leaders who challenged me and enabled me to grow. Ultimately following my gut and in some cases my heart when it comes to various roles.

What keeps you in the sector and why to you enjoy working in it?

The ability to share my knowledge, experience and help others achieve their own goals. Why do I stay infit - because I’ve what I do each and every day?

Tell us about the development / training that you give to your teams and management As a Hospitality, Talent & Project Management Consultant within the Cruise & Hospitality sector, I work closely with our clients to determine what they want to achieve and ultimately then build workshops and programmes that meet their needs and responsibilities that meet the requirements of the team.

What advice would you give to those starting out in the sector?

Work hard, work from the bottom up so as to gain a full understanding of key roles within the Industry. Stay determined and never give up on your goals, ambitions, and dreams.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Enjoy every moment - follow your gut and never give up.

13

How did you get into hospitality?

I was an avid performer, and originally saw hospitality as a part time job. I soon became enthralled by the busypeaks, low troughs and the fast-paced environment… I stepped into a junior position on the floor in Chelsea with zero experience and grew into junior management. From there soaking up experience and always pushing to learn more.

Asking for feedback and worked hard on bettering myself. If there’s one thing I can relay from my journey into the sector, the industry is crying out for passionate individuals who are looking to grow, and develop & opportunity will arise for those who are passionate.

Do you think it is important to have studied hospitality to be a success in the sector?

Not at all, Hospitality derives from connection and passion, the rest can be trained. Some of the most rewarding moments of my career to date are seeing team members fall into the profession and thrive becausethey connect, not just with the guests but with vision, product and with a sense of comradery. Oscar Wilde’s words on experience always stuck with me “Experience is simply the word we give our mistakes”.

Which leader / figure inspired you and why?

It’s hard not to be inspired in this industry as it often draws so many fascinating and personable characters. If you build the right teams around you, you’re often surprised, delighted and inspired daily. I’ve taken so much inspiration from my teams, not necessarily in leadership positions. Whilst some junior staff still have a lot to learn, their experiences “From the trenches” (from training and to being managed) often opens up a wealth of insight. The perspective I gain allows me to take a deeper look at myself and helps me challenge myself to grow constantly.

What keeps you in the sector and why to you enjoy working in it?

The people. Mentorship and development are so important. To be surrounded by teams with energy, passion is what keeps me going. To be around great food and drink is just the icing on the cake!!

Tell us about the development / training that you give to your teams and management Development and training have always been the core of my mission within this industry, a reflection on my own path. I think the most valuable training we give is making sure that our teams are supported and listenedto on a day to day basis. Trust is a great springboard for further development, let your employees make mistakes. Coach and guide them on the best foot forward but allow for a few tight turns and dips in the road. Manage expectations with clear timelines and never underestimate the need for feedback and positive recognition. It’s like learning a language, the best development happens on a day to day basis.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Take every chance you can get, ask more questions and don’t rush moments, it’s important to always look to the future but make sure you appreciate the now and the time you have!

14

How did you get into hospitality?

My parents ran a small hotel in Berkeley, Gloucestershire so I was born into the business. I remember helping out from an early age and bottling up for pocket money as a 13-year-old. There really wasn’t any conscious alternative other than to follow in the family footsteps.

Do you think it is important to have studied hospitality to be a success in the sector?

No. The industry welcomes everyone from whatever background or work experience. The best attributes people can bring is a love of working as a team and a natural desire to want to help people enjoy themselves. Skills can be trained but if someone has a natural disposition to delivering great service and looking after others, that can get you a long way.

Which leader / figure inspired you and why?

My father. He took huge pride in running a small but successful business. The bars within the hotel were the hub of the town and he genuinely enjoyed what he did. I saw from an early age that the hours were long, but heloved it and that enthusiasm stuck with me.

What keeps you in the sector and why to you enjoy working in it?

I’ve held a variety of roles, so my working life has always been interesting. There’s always constant change in the industry, new concepts, new challenges and new experiences to be had so you’re never bored. I’ve also been fortunate enough to work for some incredibly talented people and successful businesses.

Tell us about the development / training that you give to your teams and management I’ve always had more of a coaching style so I’m more suited to sharing experiences and giving honest feedback to those that want to improve. The majority of my employed working life has been with American companies and I’ve found that their training methods for service and service culture are hard to beat.

What advice would you give to those starting out in the sector?

The industry has a vast array of job roles across thousands of different types of businesses requiring different skill sets and personality types. Find a business, brand, sector that you closely associate with, would be proud to work for and approach them. On landing any role work hard, work smart, have fun.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I always had the itch to run my own business and follow in my father’s footsteps which i eventually did and that’s the space I enjoy. I love start-ups and fast-growing businesses. I love challenge and positive change. I love creating new business development, solving problems and creating positive action. So maybe only to recognise that earlier.

15

How did you get into hospitality?

By chance, I went for a job at Compass Group selling corporate boxes for Sporting Events as a temp cover, the person who I was covering never returned and I fitted in so well they offered me a full-time position...and the rest is history Do you think it is important to have studied hospitality to be a success in the sector?

When I started in the industry, I didn't have any formal hospitality qualifications, although I have been constantly doing online courses to improve my knowledge and continue to my own personal development.

Which leader / figure inspired you and why?

I love the story of the Wright Brothers (who invented the first Aeroplane) they had no formal qualifications, very little money and very small but loyal team and were up against far richer, influential better educated rivals - They achieved what no-one else could...and changed the world What keeps you in the sector and why to you enjoy working in it?

The sheer diversity, every day is different and the great thing about being in experiential hospitality is that ourgoal is for the customer to have as much fun as possible, and putting fun into people’s lives is an extremely rewarding thing to do Tell us about the development / training that you give to your teams and management I think the cornerstone to any development program is firstly ensuring the person/people feel safe and supported in their role and feel comfortable and passionate to share ideas and contribute to the business. From then on, it's an ongoing development program helping them to learn new skills and develop their confidence. Skills can be taught, personality and passion cannot.

What advice would you give to those starting out in the sector?

It's a wonderful industry to work in and every day will be a challenge. Expect to work hard and long hours at a moment’s notice, yet the rewards are worth all the effort you put in makes it all worthwhile. Also help, support and respect your peers - The team contribution will always far outweigh that of any individual If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Find what you love doing and give everything you've got to make it a success and you never know what opportunities will be presented to you on your journey

16

How did you get into hospitality?

I was diagnosed with Dyslexia at an early age and I was lucky enough to be offered a place at a superb specialist school in Somerset. I was forever buzzing around the kitchens and the idea of food preparation and service just grabbed me instantly, I was hooked and there was no other career for me.

Do you think it was important to have studied hospitality to be a success in the sector?

At the risk of sounding conceited I am living proof that a formal education in hospitality is not completely necessary, I work alongside many well-qualified professional and I greatly admire their knowledge but I was MD of a 4 Star hotel in my early thirties and I got there through hard work and learning on the job.

Which leader inspired you?

So many wonderful people have inspired me, including the owners of The Mandolay Hotel where I have been for over 6 years. However, the people I have been most inspired me have been those that told me I couldn’t do something, it seems that I am quite bloody-minded, although I prefer the term single minded.

What keeps you in the sector?

It’s a cliché but I have to say the variety and the challenges that every day presents.

Tell us about the development / training that you give to your teams and management It is so important to share knowledge and pass on the experience I have gained over the years, of course there is a great deal of formal training and there are plenty of compulsory courses to be completed as well.

What advice would you give to those starting out in the sector?

Stick at it, ours is a wonderful industry packed with great people and opportunities. One specific piece of advice I received and still adhere to is ‘do every job as though your mum is watching…that way you’ll always do your best’.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Don’t take up golf

17

How did you get into hospitality?

Parents career advice and a little bit of loving Floyd in TV. Do you think it is important to have studied hospitality to be a success in the sector?

Following a degree in hospitality I still believe that it’s all about learning & evolving on the job, whilst retaining a sense of humour and appreciating the true value in being part of an extended family.

Which leader / figure inspired you and why?

Floyd, passionate, cavalier, and old school and later in life Paddy Ashdown.

What keeps you in the sector and why to you enjoy working in it?

Never a dull day, wealth of youth and exuberance always coming through and working in an environment thatkeeps on pulsating with ideas and energy.

Tell us about the development / training that you give to your teams and management.

Strong recruitment & induction process coupled with an in depth inhouse star rated training scheme backed up by a new and invaluable compliance training tool via CPL. Development of staff is essential and senior team is presently creating development passports for team members.

What advice would you give to those starting out in the sector?

Enjoy what you do, do not give up & always strive to do your best. Resilience, humour and knowing your numbers further down the track would help.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Relax and take it just a little less serious

18

How did you get into hospitality?

I fell into hospitality but having fallen into it I quickly realised I was unlikely to leave it. I had been at Newcastle University but had no clear path following university so I looked to get involved in something I did enjoy and that was nightclubs, so I approached Eclectic Clubs and Bars, I wanted to be involved in one of their best clubs but I realised with no experience that was unlikely so I joined the worst bar in the company, there were some truly soul destroying nights when literally no one came to the club but we got it going again and I look back at those times fondly now but at the time it was chaos, I had no idea what was going on at all. Within a year I had got the move to do their best club too.

Working for Eclectic was the best place to learn, nothing was sugar coated at all, it was brutal at times but without doubt the best of times. I wish more people would look at a career in hospitality.

Do you think it is important to have studied hospitality to be a success in the sector?

Good question. I certainly wish I had studied hospitality or done a qualification I could use in the industry (not Geography) but I don’t think it’s necessary in a vast number of roles within the sector. Personally in terms of marketing I am envious of my colleagues and peers who have a great technical understanding of digital marketing, I think they are very well setup for the future and will always be employable. However there is no better experience than lived experience, there are a lot of skills you need for this sector that you can’t learn by studying, you have to get your hands dirty. So yes, in some roles it’s massively advantageous but it’s not a necessity.

Which leader / figure inspired you and why?

Again, really good question, actually numerous options. I think initially when I joined Eclectic Bars the guy I worked for there made me very hungry for success and the sales focused nature of that business has stuck with me ever since, unless the club is making money then nothing else matters. But now the biggest impact/inspiration is Charlie Gilkes co-founder of Inception, making me really appreciate so many things, he totally lives and breathes every part of the company, he’s an unbelievable networker, treats staff like family members, has a massive focus on the customer experience and made me realise we are essentially storytellers.

What keeps you in the sector and why to you enjoy working in it?

I think the simple answer is growth. Hospitality is fast moving in terms of the sector in the whole but also for those working in it. I started in the worst venue I could have imagined, within a year I was in the best I could have hoped for, from there I went to The Roof Gardens, a world renowned venue that even my parents had been to, within a year I was manager of the club there, and then at Inception we have grown from no one in the marketing department to a large team and more than doubled the number of venues. There is no way I would remain in it to stay at a company that wasn’t growing or a single site operation, if you are competitive and ambitious then it’s a great sector. I think that’s something people shouldn’t be afraid to do, join the company/business you want to be at in whatever role you can (however low), your talent should quickly propel you upwards and into the role you deserve.

19

Tell us about the development / training that you give to your teams and management I personally think my take on this is to give teams as much freedom as you can possibly afford to, giving employees autonomy to make decisions and of course being open to failure is so key. A very good example of this is the fastest rate of development any team members have is when their superior is on holiday, they have to step up. I think in terms of people within my team for a long period they were interns or people on graduate training programmes who came in with little to no experience and got stuck into every area of the business, the vast majority ended up staying with us long term and almost all have gone on to have incredible careers as senior marketeers in great businesses, setup their own businesses and become entrepreneurs, we are really proud of that. For me it’s more about us creating a shared culture, being super ambitious, brave and creative, that’s more important than specific technical training.

What advice would you give to those starting out in the sector?

Just start, don’t hesitate but instead totally immerse yourself in everything you can do. There are rightfully a lot of concerns people may have about joining the sector, especially after this last year but I would say give it a go and you will know very quickly if it is for you or not. I would also encourage people to make of it what they will, there isn’t really a rulebook, so essentially you have a lot of freedom to make decisions and try things, the best results I have had have been the least orthodox ideas, it’s a sector where taking a risk is often rewarded.

If you could go back and tell yourself one piece of advice as you started your career, what would I’d be?

The initial one that springs to mind is to really, really enjoy it and try and remember it all! I had the best ever time in my first years in the industry, if I wasn’t being paid, I would have done the job anyway. There is actually a really, really long list of things I wish I had told myself or listened to from the start of my career!!

20

How did you get into hospitality?

In my teens, I had the enormous fortune to secure a weekend job in a hotel just down the road from our house, this hotel was stunning and the place had a real elegance to it; I loved working there…the buzz, the pace, the camaraderie….and I was sold. The rest, as they say, is history!

Do you think it is important to have studied hospitality to be a success in the sector?

Not at all. Don’t get me wrong, I am sure it can be helpful and there are so many superb courses out there…but I think if you are inherently good with people, ‘hospitable’ of nature, willing to put the effort in and hungry to learn; this industry can offer you an unrivalled opportunity to grow, explore, and find your path as you work.

Which leader / figure inspired you and why?

My Grandfather, for so many reasons! In his career he was a manager of many who looked after those under him as well as he did his own family and who loved nothing more than planning his next trip away; he’d take the entire family away regularly to the coast etc... but his big enjoyment was always to plan the frequent trips that would see him taking my Grandmother away to an upper tier hotel; I grew up hearing of these wonderful places with names like ‘The Savoy’ and would be enthusiastically told what one should order in each of their Restaurants! There are far too many lessons from him to list, but the one I ‘hear’ often to this day is, ‘Don’t put off till tomorrow what you can do today.’…which I am very sure I will have repurposed as my own advice at some point over the last twenty years of leading teams. Ironically enough he ran factories, my Grandfather…but he’d have been a phenomenal GM! What keeps you in the sector and why to you enjoy working in it?

Quite simply, I love it: working in this industry has given me everything I have and where else can you start at the bottom and work your way up to become an Executive? Everyone also says this too…but they say it because it is true: the variety and the buzz would be difficult to find elsewhere, I think?

Tell us about the development / training that you give to your teams and management.

The training on offer at Cedar Court Hotels is constant and ongoing, we really do invest in our people. We deploy a variety of online platforms and tools to deliver a wealth of learning modules and we are progressive enough to be currently having some big discussions about how to be an even better employer / company…and what would that great company ‘look like’ in the next ten, fifteen, twenty years? I have been especially impressed with how my colleagues have looked after their remote teams over the last year…and more so with how those people have then been welcomed back into the business - I think we have really stayed true to our core beliefs.

What advice would you give to those starting out in the sector?

As I outlined above: put the effort in, be hungry to learn and grow - also, start building your social prominence swiftly.

Get yourself noticed.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Trust your gut – it is usually right and your ‘network is your net worth’.

21

How did you get into hospitality?

I started working at the local golf club as a waitress on weekends and then moved into pubs to earn a bit of cash. I just really enjoyed the social side and being part of a team. I sort of fell into it after that as I studied Home Economics at A Level and from there thought a Hospitality degree would be easy! It wasn’t…

Do you think it is important to have studied hospitality to be a success in the sector?

I think it helps but it is not essential. To be successful in Hospitality it’s all about personality and the right attitude.

Which leader / figure inspired you and why?

My Dad – however successful and busy he was, he always had time for people and made sure he had fun along the way.

What keeps you in the sector and why to you enjoy working in it?

The people mainly – I am fortunate to work with some of the best and they become your second family. Second to that is my love of food – the past year has been particularly tough on all of us but not being able to eat out has been torture.

I also love how every day is a different and I love the challenge that this brings.

Tell us about the development / training that you give to your teams and management At CH&CO we have an outstanding L&D team who provide us with so much support and are constantly evolving and bringing new ideas to the table. At the moment we’re very focussed on ensuring our teams are supported on their return to work. We’ve held a number of Wellness sessions now and the most recent focussed on how music can really boost you – we had so much feedback from this that we’ve created our very own CH&CO wellness playlist! We’re also about to launch our new discovery induction pack for new and returning employees which is really exciting.

What advice would you give to those starting out in the sector?

Enjoy yourself, be a team player and listen. Oh, and always leave a job on a good note, you never know who you will bump into again along the way!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I would have like to have experienced different parts of the sector, I kind of fell into contract catering and wish I had had more retail experience starting out.

22

How did you get into hospitality?

Loved cooking at school and watching my gran cook.

Do you think it is important to have studied hospitality to be a success in the sector?

I believe it helps and also in lifelong education though there are many cases of people, some of whom are the best in the industry that haven’t studied the classic hospitality route. Having said this, knowing many of these people they do “study” by listening to customers wants and needs, by reading and absorbing stories from other experienced hoteliers and restauranteurs, they are very good at making the effort to dine out at competitors businesses and making positive critique which they learn from, and with the Internet and social media, one can learn so much, so I believe it is a constant study and learning process for us all.

Which leader / figure inspired you and why?

Probably the Roux brothers, Corbin & King, and especially Sir Terence Conran who was an incredible influence on me as a chef and restaurateur.

What keeps you in the sector and why to you enjoy working in it?

I am super lucky to be able to say I love my job the same as I did over 40 years ago, I learn every single day and am fortunate enough to meet so many special members of the teams, colleagues, customers and suppliers, it really is a fantastic industry.

Tell us about the development / training that you give to your teams and management As mentioned, I believe in life ling learning and encourage others around me to invest time in short courses, long courses, digital courses, we run apprenticeships, management training, wine training and market / supplier visits. We actively promote from within because our training works and our staff evolve throughout their time with us. We were also one of the pilots for the new City & Guilds digital global badge awards.

What advice would you give to those starting out in the sector?

Do your research, find the best kitchen / restaurant / hotel that you can, find out their ambitions, how they will train you and spend a shift to see if you feel you will fit in and grow. Find a leader that loves what they do and has a team that is both motivated and welcoming, eager to see you and the team succeed...Work hard, be kind If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Probably the above, and as a great friend, one of the world’s best pastry chefs Claire Clark told me, have faith! It is one of the smallest words in the dictionary but one of the most powerful!

23

How did you get into hospitality?

Born into a brewing family and didn't want to do a degree in brewing. Joined bass plc in the beer universe before transitioning into pubs & restaurants. Running the Browns Restaurant chain was heaven!

Do you think it is important to have studied hospitality to be a success in the sector?

Not necessarily. If it’s in the blood as a consumer it helps...but getting hospitality education along the way is extremely important. I was lucky enough to work for someone who saw business/hospitality education as a gift. Gung Ho!!!!

Which leader / figure inspired you and why?

Tony Hughes, who brought TGI Fridays to the UK, MD of M&B’s Restaurant Group for a number of years and on the Board of TRG. An absolute fanatic for brands, concept development and developing people. True visionary What keeps you in the sector and why to you enjoy working in it?

Above everything it is fun and has great people and opportunity. From clients to suppliers it is never dull. Above all you develop lifelong friends and relationships that count.

Tell us about the development / training that you give to your teams and management A real mixture of exposure to new ideas, academia, personal development and skills training.

Question: How do you teach 6 UK people how to deliver the whole F&B fan experience at a Major League Baseball game?

Answer: Take them back and front of house to 5 games in 7 days across the USA. That is development.

What advice would you give to those starting out in the sector?

Work for someone or an organisation that is as passionate about developing you as it is the business. I have been lucky enough to be continually sponsored in my development studying at global institutions. Nottingham Business School, Cornell university. University Central Florida. Disney If you could go back and tell yourself one piece of advice as you started your career, what would it be?

People work for people. Focus on making sure you are that person.

24

How did you get into hospitality?

I spent a summer working in a restaurant kitchen in Tuscany, Italy, to get over a relationship breakup. The waiters were sworn to secrecy that the new pasta chef was in fact British.

Do you think it is important to have studied hospitality to be a success in the sector?

I did not study hospitality, but maybe it would have helped me lots if I had. In particular the commercial side of the business is actually a lot simpler than the bean counters pretend.

Which leader / figure inspired you and why?

Robin Rowland, Yo! Sushi. He mentored me and invested in my salad bar business Chop'd. Robin was always ready to help the next generation and to give back. Robin quoted Jack Lemon as saying that "when you get to the top, always send the elevator back to the ground floor."

What keeps you in the sector and why to you enjoy working in it?

• • • • • • •

Crafting great food or drinks Working with great people Serving people Creating the opportunity for profit Prototyping real solutions in real time Solving commercial challenges Using my brain as much as my hands and mouth

Tell us about the development / training that you give to your teams and management One of the innovations I led at salad bar chain Chop'd was 'five-minute listens' individual with every team member once they'd completed 12 weeks in the role, and thereafter at least twice a year. In reality they could run a lot longer than five minutes. It was an opportunity for the team member to say what they wanted to get out of their time with us, and for us to help them achieve that, and to resolve any issues maybe not picked up by their line manager in day to day operations.

What advice would you give to those starting out in the sector?

Get experience at the bits you want to excel at in your own business. Work your way around the business really to understand the key foodservice profit drivers: demand, capacity, frequency, spend, food costs, bar costs, labour costs, productivity, rent. Have a profitable blueprint before you start to bring it to life in your own business.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Keep a daily track on the cash and update your cash forecasting at least weekly.

25

How did you get into hospitality?

I was a product developer in the food group in M&S. I was moved from developing gifting and hampers into a new role to develop the business's first serve over delicatessen bar and restaurant in Newcastle store. I loved the pace, the menu development and the interaction with the customer...I was hooked!

Do you think it is important to have studied hospitality to be a success in the sector?

I find that this is one industry where hard work, spirit, and energy trump degrees. If you are willing to put in the time, then there should be no obstacles.

Which leader / figure inspired you and why?

Robin Hutson. In a crowded marketplace Robin has changed the art of hotelkeeping with his innovative and fresh approach.

What keeps you in the sector and why to you enjoy working in it?

Hospitality is one sector than never stands still. It is constantly innovating whether that is new concepts or food trends. It is a fast-paced business where you ALWAYS need to stay ahead of the curve.

Tell us about the development / training that you give to your teams and management Training is a daily affair whether on the job or focussing into a certain topic. However, for more formal training when at Harrods and Selfridges I devised a food and hospitality training academy. This was accredited to diploma level and contained a mixture of team, one on one, classroom and practical training sessions based on all aspects of food and customer service.

What advice would you give to those starting out in the sector?

You can learn everything that there is to know about the industry from the company that is performing the best or the worst.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Do not stay in your comfort zone. Only by crossing the line of certainty and familiarity will you truly grow.

26

How did you get into hospitality?

I was stuck in a rut, growing up in Clydebank just outside Glasgow in the mid 90s. myself and a few friends through we would go and live in Spain for the summer and work as reps, dragging poor holiday makers into bard that they really didn't want to go in to... it didn't quite pan out as planned as I couldn't deal with rep rejection...and I ended up doing a trial behind a bar.. the boss wasn't stupid and could see I'd never done it before but he must have liked something about me as he gave me a job as a glass cleaner... definitely not exotic, as there was no machine - I was the actual glasswasher...I stuck it for a few weeks and he finally caved in and put me on the bar at lunches which were pretty steady and I picked it up over time... I came home and went to drama school and hospitality (mainly pubs) was my goto for cash to get through studies...

Do you think it is important to have studied hospitality to be a success in the sector?

No. I think it’s important that you learn to listen and learn humility - everything else - if you have a great boss (Like we do at Padella and Trullo) who also learned to listen and have humility will see that in you and take you on a journey.

Which leader / figure inspired you and why?

My old French teacher at school inspired me to want to achieve more, to see a life beyond Clydebank; after that I've had so many influences in restaurants, but they all have that one thing in common, that they nurtured me, the restaurant wasn't their vehicle to be the maniac of their own ideas, it was something they achieved through encouraging us lot... training was something they genuinely believed in - as well as the potential in the industry, the people, and they wanted me to enjoy that... I have one work relationship which really opened me up with a great owner Joe Lambert. He opened up a small neighbourhood restaurant in Balham, "Lamberts" - I was there from before the restaurant even opened, putting tabletops on bases and the like... He was one of the most passionate, patient and inspiring people I've worked with... he had such commitment to us as a team - WSET, Wine tastings with producers on our Monday off, tasting food all the time, meeting producers and getting really into the whole world of food - that was in 2003 so it wasn't anything like normal for someone to show that enthusiasm for staff's learning.

What keeps you in the sector and why to you enjoy working in it?

People, and the feeling that no matter what, you will never know everything about the industry, there's always something to learn, there are so many creatives and influences, so many innovators in our sector - that definitely keeps me going Tell us about the development / training that you give to your teams and management I think at Padella and Trullo we have created environments which are all about becoming the best version of yourself, driving you to be the best you can be, a solid on-boarding, strong day to day feedback and meaningful appraisals tailored to encourage our teams to develop i whichever way we can assist .. we have one GM who came on-board as a Senior Restaurant Manager and her AGM started as a waiter... We've been away to Sicily, Abruzzo, Tuscany, Puglia, Bologna... it’s about inspiring the best in people and showing them the possibilities in an industry which is ubiquitous.

What advice would you give to those starting out in the sector?

Be humble, learn everything you can and take every opportunity that comes your way... I was offered the opportunity to go out and open The Cliff Beach Club in Barbados, it was one of those, should I?... for 30 seconds, I looked at my fiancée, we both looked out the window of our tenement in Leith at sideways rain and thought, why not? The opportunities that exist in our sector aren't found in many other sectors, and it can be such a rewarding career.

27

How did you get into hospitality?

My dad’s side of the family have always been in hospitality and I grew up between Ireland and Australia so travel, tourism and hospitality have been a constant. My first job was as a 17-year-old working in Banquets in a luxury hotel in Belfast and it continued from there.

Do you think it is important to have studied hospitality to be a success in the sector?

Not necessarily, I work with many people who have not studied hospitality and have grown their careers from within the industry from a young age. What’s most important is to have a passion for what you do and a willingness to learn and grow. Many businesses including my own look at professional development as a key part of growing their leadership, offering colleagues the opportunity to gain qualifications as they progress their career, there is no requirement to have studied any form of hospitality management in advance. When I look at CV’s, I don’t concentrate on formal education rather look at a candidate’s experience and progression through their career path.

Which leader / figure inspired you and why?

Adrian McNally, he was my first GM when I came back into luxury hotels and currently the GM of the Titanic Hotel in Belfast. His passion for the business, his way with people and his unwavering desire to wow our guests was truly inspiring and the reason I decided to pursue my current role.

What keeps you in the sector and why to you enjoy working in it?

The people I get to work with. Constantly surrounded by passionate people who are always trying to do better. I absolutely love it.

Tell us about the development / training that you give to your teams and management I see it as the most important part of my role. We as leaders are nothing without our teams, coaching, mentoring and developing them is fundamental to any success we may have as a business. Whether it be 1 on 1 coaching, pre shift briefs, feedback sessions or more formalized training, employing a multitude of methods to develop your team is imperative.

What advice would you give to those starting out in the sector?

Find your niche and then make a plan to develop. There are so many facets to our industry so try a few and find one you love then work really hard at it.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Don’t chase a paycheck or title, chase a goal.

28

How did you get into hospitality?

Like everyone else by accident! My friend’s brother turned to me one day and said Andrew you’ve got a big mouth, you should work at TGI Friday’s, so I went to an ‘audition’ that’s what they called their recruitment days back then and a few days later I was attended “dub/dub” training to be a waiter. 30 years later I’m still in hospitality and love it even more now than I did then.

Do you think it is important to have studied hospitality to be a success in the sector?

Absolutely not. I struggled at school and only achieve the equivalent of 2 GCSEs, but I was introduced to the restaurant business and was given an opportunity and went with it. I fell in love with the job and the industry and now I have my dream job, as a consultant advising on new brands, concepts, service, team engagement and hospitality.

Which leader / figure inspired you and why?

Russel Joffe, the founder of giraffe. A true industry legend, old school in values and standards but always one step ahead in creating new brands and concepts. He was a pioneer of all-day dining, we served breakfast, lunch and dinner when many brands hadn’t even heard of brunch! He also made our first restaurant ‘non’ smoking’ years before the smoking ban came in!

What keeps you in the sector and why to you enjoy working in it?

Where do I start? The people, the excitement, the vibrancy, the opportunity and the pure magic of eating, drinking, entertaining and making someone’s day.

Tell us about the development / training that you give to your teams and management.

I’m a training consultant now so I’m rather obsessed with training, coaching and motivation. I’m fortunate enough to have a career providing training to many different brands operating restaurants, cafes, bars and hotels. Everyone deserves a great manager, someone that will help you unlock your true potential. Training and development is a journey that should never end. Managers and team members need specialist training to support their ‘on the job’ experience, otherwise they just learn from their line manager and that’s not always the best example to follow! An external coach and a specialist hospitality trainer that has first-hand experience of the industry, knows the challenges young managers face and has experienced the success and opportunities available is a powerful resource and one sure to provide a return on investment.

What advice would you give to those starting out in the sector?

Work hard, ask lots of questions, never give up, love the guest, love your team, love your brand and love yourself and the sky’s the limit.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Every bit of feedback and constructive criticism whether it true or not is all part of your personal development - learn from it.

29

How did you get into hospitality?

Usually the answer would be „by accident”, but in my case it was willingness to try something new after a few years in retail (grocery and fashion). It was best choice of my life, because I fell in love with hospitality from the first day.

Do you think it is important to have studied hospitality to be a success in the sector?

Definitely it’s not necessary but could be helpful. From my perspective much more important is experience and what you can learn from your peers and supervisors every single day. Studies can give you knowledge, but you need practice.

Which leader / figure inspired you and why?

There are many great people in our industry, globally and regionally. As I used to work for Starbucks, I would say that one of them is obviously Howard Schultz. I had the privilege to work with Henry McGovern at AmRest, which has built the Company from scratch (today they have >2.2k restaurants in 26 countries). I’m really impressed what an amazing job are doing guys from companies like BrewDog (James Watt), Big Mamma (Victor Lugger) or L’Osteria (Mirko Silz) and I've got the feeling that they are just beginning, even if they have already achieved a lot!

What keeps you in the sector and why to you enjoy working in it?

People whom I’m working with every day and our beloved Guests which I can also meet in the restaurants! Hospitality is a very dynamic environment, truly every day is different and even after many years in the industry you can still face new challenges and stay motivated. You can talk about the hospitality with almost everyone on this planet, because everyone has an opinion about food, restaurant, hotel etc. (even if they don’t have real knowledge, it’s always a lot of fun during all these conversations) I really love what I do and enjoy every day.

Tell us about the development / training that you give to your teams and management.

As our company exists already almost 20 years, we’ve developed many training tools and are trying to improve them constantly. All our Team Members starts in the restaurant (colleagues from Head Office as well) and for restaurant Team Members and Management we have specific training which can take up to 3 months, especially now, when we are launching our restaurants in the new Countries. During the training process we share the feedback and try to prepare our colleagues for their future work. The most important thing at this stage is to show them our values, help to understand the spirit of the brand, what should be very helpful on their way to be successful.

What advice would you give to those starting out in the sector?

Be always open to new, take challenges and never regret. Learn from your peers and supervisors as much as possible.

It all depends on you because the hospitality has limitless possibilities for your growth.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I should have started in the industry a few years earlier because I had missed a lot of fantastic adventures �

30

How did you get into hospitality?

After graduating, I started my career in the FMCG sector with Kellogg’s. After 4 great years I was interested in working in another industry and especially one where I could also work internationally.

I joined InterContinental hotels in London as a Regional Sales Manager Do you think it is important to have studied hospitality to be a success in the sector?

I think it can be a benefit to help with the overall understanding of the industry but so many people have been successful in the industry who haven’t studied hospitality Which leader / figure inspired you and why?

Bill Heinecke – Founder and Chairman of Minor Hotels. He is a true amazingly successful entrepreneur What keeps you in the sector and why to you enjoy working in it?

There are many reasons but the key things that keep me in the industry. The first is the people, the hospitality industry has such amazing people working within it. I like working with all the different cultures, backgrounds and diversity that exists. Secondly, the challenges – the industry is constantly changing, and this keeps everything fresh and exciting. The third one is growth – the industry over the past 20 years has been one of the fastest growing segments as travel has grown significantly Tell us about the development / training that you give to your teams and management We have a full range of training and development programmes that cover all functions and areas of the Hotel Industry. We recently launched a Hotel school in Thailand the Asian Institute of Hospitality Management in partnership with Les Roches in Switzerland What advice would you give to those starting out in the sector?

Go for it, learn and experience as much as you can as quickly as you can because there are so many great opportunities in the Hospitality industry If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Keep learning as much as you can and push the keep pushing the barriers to deliver the maximum performance

31

How did you get into Hospitality?

I studied Hospitality Management at college and loved it so much, I made it my life!

Do you think it is important to have studied a related topic to be a success in the sector?

No, I think if you have a natural love of people and fun, it’s the place for you, hard work but so rewarding. Most skills can be learnt if you have the right attitude towards achieving what you want.

Which leader / figure inspired you and why?

I’ve had 2 amazing bosses – both women funnily enough, who believed in me and gave me the opportunities, which I am ever grateful for. You know who you are!

What keeps you in the sector and why to you enjoy working in it?

The people, I love the buzz it gives and I currently work for a charity who’s strategy is aligned with my personal values & beliefs, so it’s an amazing place to work and really wants to deliver through inclusion and diversity, lots to do, but we have the board support so watch this space!

Tell us about the development / training that you give to your teams and management?

For me it’s about understanding individual needs and supporting them, alongside the needs of the organisation.

What advice would you give to those starting out in the sector?

Believe in yourself, you can achieve whatever you want, but have balance in life, it’s far too short.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Believe in yourself (broken record I know, but true) and don’t compromise on your personal values and beliefs, they matter.

32

How did you get into hospitality? when I was fifteen, I began working at The Belfry as a server (back when we were called waitresses). I carried on working there until I was 24 and went to work in Bermuda. I've travelled a lot, and wherever I found myself I always found hospitality work, whether it was a few shifts behind a bar or a whole year in a hotel doing every job from housekeeper to cook.

Do you think it is important to have studied hospitality to be a success in the sector?

I think the most important attributes are an open mind, a love of people and a strong work ethic. Without those in the beginning there's no training in the world that will make you great hospitality practitioner. That said, this industry has an excellent legacy of skills development for its staff which is probably why retailers are always pinching them!

Which leader / figure inspired you and why?

I'm lucky to have met many inspiring people in my career, from leaders of extraordinary businesses to service staff who care hugely about the experience of their customers. My chairman, John, has been passionate about the industry all his life (which is a long time!) and he has been a great inspiration to me. He was awarded a CBE for services to education in hospitality a few years ago, it's well deserved as he has been a great advocate for the sector for over fifty years.

What keeps you in the sector and why to you enjoy working in it?

Hospitality people are just great to work with - hard working, fun loving and caring.

Tell us about the development / training that you give to your teams and management We practice what we preach at HIT, and all of our staff come from the sector and are then trained to become tutors, quality assurers, managers - you name it! We have HIT people on training schemes from short courses in first aid for mental health all the way through to two-year Masters degree apprenticeship programmes. As Richard Branson said, train you staff so that everyone wants to employ them, treat them so they only want to work for you (or something like that) :) What advice would you give to those starting out in the sector?

It's going to be hard work but that the rewards are great, there is so much opportunity and you will have a ball.

Commit 100% and you'll be repaid many times.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

If you surround yourself with people who think the same as you and who you agree with you won't learn much.

33

How did you get into hospitality?

My career in hospitality started in a different sphere - as I originally wanted to be a chef and that is what I trained in.

After completing my training, I realised being in a more customer-focussed role is very much what I preferred. I enjoyed spending time with guests and creating great experiences for them and this is something that has stayed at the core of my career over the years – but I kept the skills I learned in the kitchen and can cook up a mean Sunday Lunch.

Do you think it is important to have studied hospitality to be a success in the sector?

I think that studying does help, and it does give people a great basis of knowledge that would help them with their career. But I firmly believe that a desire, drive and will to work hard, learn and have a passion to look after people is much more important.

Which leader / figure inspired you and why?

The very first Managing Director that I worked with was the one that had a huge influence on me, and that influence has stayed with me to this day. His management style was at a total opposite to mine but to this day the demand for high standards he ingrained in me remains and is something I very much strive for. Another important figure in my working life and someone who was key to my development was the General Manager who gave me my first Deputy General Manager role. At the time I was a Restaurant and Bars Manager and knew little about the other aspects of hotel management. But between her and the Managing Director, they saw something in me, and it led me to where I am today – something I am very grateful for.

What keeps you in the sector and why to you enjoy working in it?

I think the driving factor that I enjoy the most about the hospitality sector is our ability to deliver enjoyment to people.

Anyone working in the industry can be there for some of the greatest moments in people’s lives and we get to be there to help them celebrate. When you work in hospitality no day is the same, it’s hard work and exciting at times and to my mind incredibly rewarding.

Tell us about the development / training that you give to your teams and management We work hard to help nurture talent, develop leadership within the team and bring out the best in people and their personal development. We have courses that support team members and help them to grow and hone and improve their skills and this is something that happens internally and externally by working with partners. We have also branched out into a new project and offering new services at Coombe Abbey and this has also given people the opportunity to grow their skill base.

What advice would you give to those starting out in the sector?

I think the most important things that anyone looking to get into the industry should know is be prepared to work hard and use every opportunity as one to learn, including from your colleagues around you. There are huge amounts of knowledge within people working in the industry and most are happy to share it – in fact, they like passing on their expertise and experience. Don’t be afraid to ask questions, everyone has been in the same position and values an eagerness to learn and also get involved in things outside your role. A former boss said to me once: “No one gets promoted for doing their job, it’s what you do above and beyond it.” He was totally right.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

There is always more than one way to do something, be open to change and try to drive it.

34

How did you get into hospitality?

I started as a team member, I was only going to do a season, in between ‘regular’ jobs, as something different to do. But I loved it so much, I’m still working for the same company (different role now though!) 23 years later!

Do you think it is important to have studied a related topic to be a success in the sector?

I don’t think it’s essential – I think it’s far less important than it used to be, the days of only allowing people with a degree to get to the top jobs have (hopefully) gone now. Experience is more important, but even more important than that is the right attitude, we can teach most things, but a can-do positive attitude really makes a massive difference.

That said, I think training / qualifications that are directly related to the role you do can be useful.

Which leader / figure inspired you and why?

One of the earliest people to really inspire me in my career was the author and motivational speaker Marcus Buckingham. His whole approach is based on playing to your strengths – work out what they are and then do something that allows you to make the most of them. I’d always thought you had to work on your weaknesses until that point, but that really taught me that when you find the right role, you naturally excel at it – likewise when you find yourself in the wrong role, it’s a nonstop hard slog!

What keeps you in the sector and why to you enjoy working in it?

The people are amazing, I work with some incredibly diverse and talented individuals. And what we do is make people happier, they come to us looking for a fantastic experience in a great location and we make that happen. It’s just very inspiring and makes you excited to get out of bed and out to work each day. �

Tell us about the development / training that you give to your teams and management?

We give our teams a full induction on arrival, which will vary a bit depending on what role they’re going to be doing.

Everyone has a personal development review twice a year to talk about the right development and training for them and where they want to get to, so it varies from individual to individual but there’s a lot of opportunities for development – we have apprenticeships and through our training partner, HIT training, we offer a variety of courses and qualifications.

What advice would you give to those starting out in the sector?

It’s a brilliant sector to work in, there’s loads of opportunity. Always work at the level of your next career move. So, if you’re a team member and you really want to be a manager, firstly, be a brilliant team member, but also start acting and having a work ethic like that of the management role you want to move into. That way, people will naturally think of you when a role comes up.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Believe in yourself more, you’re actually very good at what you do but confidence for me only came a bit later in life – I wish I’d had the confidence to believe I was good at what I did and that I was capable of a lot more back then when I first started out.

35

How did you get into hospitality?

My first ever job was in hospitality working at McDonald's for two years as a youngster, which I still claim to be probably the most formative part of my career in terms of understanding standards, procedures and team work ethic to date. And generally, an approach towards working and ultimately engaging with staff and with customers.

Obviously, it was a lot of fun at that age, but that was my first foray into hospitality followed by a more serious one in 2014 whilst establishing WatchHouse.

I was approached by a friend who was already in F&B and looking for a partner to invest in the expansion of his business. During that period, he felt that he couldn't proceed further with the expansion and although I’d yet to actually sign the lease I decided to just go for it. I sold my other business and went full time at WatchHouse in 2016.

Do you think it's important to have studied hospitality to have success in the sector?

I don't think studying hospitality prior to entry is a important no. A benefit for sure but in may ways this business is a vocational life learnt on the tools. Given the fact that I'm a non-industry professional who now works within the sector is probably a good example of this. When I say non-professional, I mean a non-vocationally trained F&B operator, which comes with its positives and obviously its negatives. The positives are that I see things through a lens of principally a customer, and I think that level of empathy is significantly important when it comes to operating successfully in hospitality. The downside, of course, of not having that vocational exposure via graduate training program or working in a very large F&B or hospitality outfit is that you don't have the exposure to the fundamental toolkit that others do have.

I've come to learn over the years that structure and systems are vital to making this sector, and ultimately the company you're in, successful. Harping back to my days at McDonald's is probably the best example; where a multibillion-dollar business is built on the essentially on back of teenagers and run brilliantly.

So, I don't think it's important to have studied hospitality, but I do think it's important to take the view that it is a lifelong learning exercise; a vocational training exercise, very much learning as you're doing. I think you surround yourself by people who have had more traditional exposure in the space, whether that's through non-executive director appointments or people who work from the executive to junior level teams, who have come through other businesses and bring their knowledge with them.

Which leader figure inspired you and why?

For me there was a leader of the industry, a gentleman called David Saxby, this was in the aquarium world, who was a particular mentor to me. He was a difficult individual to work with, incredibly driven and incredibly financially secure to the point he likely didn’t need to work. In his 70’s when I knew him, he really taught me the importance of not taking money for granted, and the success you have doesn't mean you can become complacent about. He taught me the fundamentals of business, looking at PNLs, cost, space, and generally looking at the appetite for growth and expansion in yourself.

I think more internationally known I would focus very much upon Elon Musk as an inspiration in that he has managed to, in some ways, change the world and is on that path to doing so. His relentless appetite towards changes is akin to someone like Isambard Kingdom Brunel in terms of what he did. But I think the downsides of those individuals is of course you end up sacrificing yourself and your family around you, and that's scary.

36

So, as I say, my, my inspiration or the person who really inspired me was David Saxby, who was a London business owner, and more internationally known would be Elon Musk in terms of his drive and dexterity.

What keeps you in the sector and why are you, why do you enjoy working in it?

What keeps me in the sector is not one single thing. I think if I had to pick one thing, it would probably be the energy that manifests itself in the people, which I think I find ultimately the most amazing part of the business; to see people around you living, enjoying, creating a livelihood from the business that you have helped grow is really, really cool. I would also say the ability to create new spheres is something that I find really attractive. I love creating things and having the opportunity to go around in the real world and also digital world, creating different experiences I find really amazing.

There are similarities for me psychologically I guess you could say, in terms of the creation of spaces in relation to what I did in the aquarium world as well. Where you were literally creating mini worlds within people's lives, for their enjoyment. I find the parallels between that and creating physical spaces for people to come in and exchange energy, enjoyment and love and emotion, I find that quite inspiring and therefore it keeps me interested. And as long as I'm interested, I’m there.

Tell us about the development / training that you give to your teams and management?

Coming back to the lifelong learning thing, I think the investment and development of your team is something that we're always working to do. In 2017 it became very apparent to me that in order for WatchHouse to be successful, we had to seek to build a best-in-class cultural environment within our business, one in which we are all relentlessly dedicated towards excellence. And in some ways accepted and enjoyed the fact that it can never really be achieved all you can do is be better. I think whilst achieving a goal can be a milestone along the road, I don't think I ever want to create an environment where we feel that we have always achieved the end outcome of what we want. That carrot, as it were, should always be out of reach, therefore pushing ourselves to be better and better. To be happy, of course, but I think fundamentally to always be better.

I think taking that approach then towards the development and training of the staff, is of course, a juggling act between the financial commitments of the business and what resources we can physically put into it. But I think what I realised in 2017 was that to create a truly great business we needed to create and foster and aim to achieve along the way, a fantastic culture and one in which we put a lot of emphasis upon development and skills. This can stretch throughout, from the operations element right through to the back office, the financial side and the marketing side.

We’re not, by any means, perfects at this. But what we do, is strive to be is excellent and to continually make ourselves better at it.

It involves investing heavily in induction programs and making sure that all teams are adequately supported in terms of their requirements for training and skill improvement, and also for the cultural onboarding into the business from the very outset. I saw that difference, in induction and quality of team culture, when I was in New York in 2017 looking at a couple of different operators there. Speaking to the staff and seeing the difference staff would take towards working within a business when they were invested heavily from the very off, it showed great commitment.

What advice would you give to those starting out in this sector?

The advice I would give to everybody is that you need a general, basic toolkit of what to do and what not to do. And they focus around principally making sure that you're entering the space, if it's a bricks and mortar space, making sure that you're taking somewhere which is sustainable and you've done as much market research as possible to understand whether or not there is any desire for your offering within that space (and there are some key financial assessments and KPIs that you can look at.) But above all of that which is more, I guess vocational than technical, I think the ultimate point really is to ask what difference do you want to make? And do you, as a consumer, see a huge benefit in that desire to go out and do something that you think needs to be done?

I would also canvas your close family and your friends, because they will give you honest advice. And I would seek to openly tell them that you want their honest and frank advice to ensure that they give a sanity check to what you're doing. You may think that doing a certain type of very rare food is interesting because you've read about it on Reddit or wherever it may be. But ultimately if you've got no marketplace for it, or people aren't interested or it's too expensive, then it might be great to 0.01% of the population but when it comes down to it, there isn't a market there.

Equally, you might have a great product, you might have something that's very ubiquitous and you know there's a market for it. But ultimately if you're in a space where the macroeconomics of the environment or the community doesn't support your product, then you're in the wrong space.

37

Or indeed the rent might be too high on the space that you're talking about, or the footfall might be too low.

So, the kind of a general point here is, do what you think is genuinely needed in your area and look at it through the lens of a consumer, but sanity check that against your close friends and family and really give them the opportunity to give you open and frank advice that challenges your view.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

That's a good question. I would say do more research before you commit to an investment project. Don't make general assumptions based upon past experiences without doing the requisite deep dive into those specific areas.

We realised this when we opened up in our Fetter Lane site, where we just assumed that we would be successful from day one, because we were in our first two sites, and we didn't really deep dive into why we were successful with the first two sites. What was particular to those communities and what demand there was around Fetter Lane versus the other sites and all those things. We managed to get it right and get the questions answered but it took time and money to square this circle.

So, I think fundamentally my advice to myself would be ask yourself, realistically, is what you're doing in demand? And have you done the requisite market research before you go in and makes some difficult investments and moreover be mindful about the investment that you are making vis-a-vis the projections of what you're looking at achieving in the future. Consider your value proposition from top to bottom, and if you research and important your gut says let’s go, then go.

38

How did you get into leisure and fitness?

My role is in the leisure arts business and I started life out as a projectionist moving into management as I felt that offered a more secure future, looking back now that was not always the case.

Do you think it is important to have studied a related topic to be a success in the sector?

No not at all, practical and life learnt experience is priceless and I also believe that peer to peer learning is a good route Which leader / figure inspired you and why?

Initially this was my Chief Projectionist – Dave Tambling, sadly no longer with us, however I was inspired by Paul and Nita Gregg then Rosemary Squire and Howard Panter, I know that is a list but they all equal and inspirational in my eyes What keeps you in the sector and why to you enjoy working in it?

I enjoy the team spirit of my colleagues, developing them and working with them they give you energy and a sense of purpose as you all work to achieve that same goal. Covid has changed the Theatre world enormously and although some changes were necessary, many staff were let go and now I see a huge skills gap in this industry, and some will be lost forever.

Tell us about the development / training that you give to your teams and management?

I have trained many colleagues over the years, some go on to other organisations and sectors, however most always comment how they enjoyed the way I allowed staff to be nurtured and given a voice and when things went wrong how to correct it without it being detriment to them by showing them the way.

What advice would you give to those starting out in the sector?

Keep trying, keep knocking doors and don’t give up eventually the door will be answered. It is a tough business and over time you need to develop a good backbone, never be afraid to say how you feel either or challenge a system if you think it can be done better.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

To believe in myself and not be put off by those that try and steer you in a different career path.

39

How did you get into hospitality?

By doing a degree in Hotel, Catering and Tourism at the University of Surrey Do you think it is important to have studied a related topic to be a success in the sector?

It helps. But what is essential is an aptitude and passion for the industry, the rest can be gained through training and experience Which leader / figure inspired you and why?

Tony Hughes. An inspirational leader for a generation of corporate managers, where positivity and pro-activity were a given.

What keeps you in the sector and why to you enjoy working in it?

Every day is different, and you are working with guests who are looking to enjoy themselves.

Tell us about the development / training that you give to your teams and management?

Always equip people fully before they start a role and find the right balance between coaching them to do their current job better and preparing them for the next level.

What advice would you give to those starting out in the sector?

Believe that with hard work all your dreams are possible, and you will have a career to enjoy and treasure.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Don’t waste energy striving for early advancement because if you are good enough, you will get there soon enough because people recognise it.

40

How did you get into hospitality?

As I was about to leave school, I applied for about a dozen different management training and apprentice jobs in hotels. British Transport Hotels sent me a free ticket from Perth to London (by train) which I thought sounded like a great day out. Luckily, I got a job as well and started at The Midland Hotel in Manchester, in the kitchens, at the tender age of 18 and had the time of my life.

Do you think it is important to have studied hospitality to be a success in the sector?

Given I didn’t go to college, obviously my first instinct to this question is no. Having said that, it was a long time ago now and further education can only be a good thing if it is right for that individual. If I could have done my time again, I’d have knuckled down and given everything to go to a proper hotel school, Lausanne for example, which I think do wonderful work.

Which leader / figure inspired you and why?

I’ve worked for some great people that many will not be familiar with these days but obviously Richard Branson is a huge inspiration. I’ve also always admired Michael Herriott, Louise Dunning, Ken McCulloch, Nick Jones, Robin Hutson and Raymond Blanc. Most of these leaders are very independently minded and have always been happy to not confirm and to take risks. I love the rebellious streak in people like that and their ability to maintain quality and the right ethics without being stuffy or formal.

What keeps you in the sector and why to you enjoy working in it?

I love the people that I work with and I’m thankful that I get to travel and see the positive impact that hospitality can have on people’s lives, as well as the opportunities it’s given some of the communities our properties are located in.

I’m incredibly fortunate, just as many of us are in the sector, has meant that we are never short of stories and anecdotes about what we’ve seen, who we’ve met and how we’ve laughed and cried.

Tell us about the development / training that you give to your teams and management We have some amazing properties in some great locations that provide great development opportunities for our teams. For example, we created a ‘task force’ for team members to apply to work in the BVI to help the property get back on its feet after Hurricane Irma but also to develop and give our people exposure to different ways of working and different cultures. We have some great examples of career development across the group. We have people who joined us many years ago in junior roles and are still with us 10 or 20 years on, having done varied roles from water sports to spa to operations in different countries and are now in GM roles or senior positions across the group.

What advice would you give to those starting out in the sector?

Keep an open mind, have humility, respect those around you and those who haven’t got what you’ve got. When you find the area you want to specialise in, strive to be the best and don’t worry if you want to be a generalist as long as you know that you’re going to have to have expertise around you to make you successful. Be prepared to be in this for the long haul; it’s absolutely worth it in the end and don’t be distracted by the allure of a Monday to Friday, 9-5 treadmill…unless that’s your thing.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I don’t have any regrets about my career path and so I wouldn’t want any piece of advice to sound like “I wish I’d done that”. However, be patient and realistic about your expectations and they will materialise a lot quicker than you think.

Secondly, take time to learn in depth subjects and facets of the business that you really engage with. That knowledge will then become your life skills and set you up for the future.

41

How did you get into hospitality? And do you think it is important to have studied hospitality to be a success in the sector?

It is interesting how you have phrased the question. It clearly comes from someone relatively young in the industry.

We should not forget that there are those out there, (and often in charge or on boards of Directors), for whom there were no related subjects to study. I remember that Whitbread, (Beefeater Inns), started a 'fast track' career scheme for those studying the new 'Leisure and Tourism' degree. As leisure was on the ascendant as an industry at the time, (the Steak House wars of the late 80's), this was a positive step forward but, either due to naivety on behalf of the candidate or holding back on reality from the employer, most candidates left because they were not aware of the hours involved. Back then it was split shifts and we often did 8 to 3.30 and 5.30 to 00.00am 5 days a week, more if there was a Travel Inn attached. Hours and working conditions and pay have changed for the better.

So, how did I get into the industry? I left school with O levels and A levels and with zero career or parental support I had been working in several part time jobs, (three at the same time at one point two of which were bar and waiting work). I needed a career and a new job whilst in Norwich. The local Beefeater, The Falcon, were advertising for a House Manager Couple and it began there. Three years later we were on the verge of getting our own pub. I then moved to the Midlands and worked for Centre Parcs and they were progressive as a company.

Which leader / figure inspired you and why?

There was one head of catering, Gordon Greig, who I found to be a brave and inspiring leader. He had been head chef at the Sherwood Forest Park and was promoted to Head of Catering. Why brave? He stood his ground against industry Dinosaurs and said that if we have 2 managers working 60 hours each a week, there was no reason why we could not have 3 managers working 40 hours a week. The company profits were huge and we could easily afford it.

Once this change had happened the difference in the teams was amazing. Accordingly, works rates and morale increased beyond expectation.

What keeps you in the sector and why to you enjoy working in it? And what advice would you give to those starting out in the sector?

People come to hospitality and leisure establishments to have fun. When all the hard work and training comes together, the job satisfaction kicks in.

My last place if work was at a Multiplex Cinema, sure it was old fashioned by today’s standards, (leather recliners being the current customer focus), and the Company had made no investment in it for over 30 years beyond technical necessity, but we had the best customer service and my managers were trained and empowered to contribute to the running of the Cinema. The scope in this particular field, for variety of work, is amazing. It covers profit and loss, use of projector programming, H&S, Maintenance, catering, human resource management and more.

The key is training and investing time in your team and not being afraid to talk to people and, above all, be honest.

I believe most people can be taught anything if they are receptive to being taught.

The most important thing to study/learn in relation to the hospitality and leisure industry is communication. You have to be able to communicate to customers, (especially conflict management), staff (the disciplinary process and it's not all about dismissal), higher management, (whether business is good or bad you need to analyse, report and fix).

A knowledge of food safety would be advantageous, (why isn’t food safety level two taught in school?). Personally, given my experience, there isn't anything related to my industry that can't be taught on the job. It depends how much time you have to train and your commitment to training your team.

42

My advice to anyone thinking about a career in Leisure and Hospitality is to get into a business in its early stages. That way you have time to develop and grow with the business. By the time the company is looking to expand you will be in a strong position to be promoted to higher positions with a, fully, functioning working knowledge of the company and its internal politics and make sure the prospective company has a competent HR department the value of which cannot be overstated. Internal Politics of Companies, that would be an interesting degree subject.

As an employer looking for a staff position, I look for, ideally, some customer service experience and not too many changes of employment on their application form.

For Managers, I look for supervisory experience in a customer service environment. I also look at the scale of the operation they have worked in.

The interview is crucial. I need to know that I am going to be able to 'get on' with the candidate so that they will be more receptive to training, following my instruction and working as part of a team.

Yes, there are negatives and I think the hardest one is getting your head around the fact that you will be working at a time when others will be enjoying themselves.

43

How did you get into Hotels & Resorts?

When I finished school, I was only interested in playing professional sport. The team I was lucky enough to play for required players to have an educational focus outside of sport so I chose Hospitality and Tourism because it sounded like the course I would have to spend the least amount of time on to pass. When the sport ended, I discovered I actually enjoyed the industry and loved the people I had met so I never left.

Do you think it is important to have studied a related topic to be a success in the sector?

Studying Tourism and Hospitality Management gave me a platform to enter the industry and meet like-minded people that became lifelong friends. The longer-term success comes down to determination, relationships and hard work.

Hospitality is an industry anyone can be successful at.

Which leader / figure inspired you and why?

Someone I am always energised by and have taken so much practical advice and inspiration from is Marcus Childs. I first heard Marcus speak in 2010 and he resonated with how I wanted to be as a person. You can imagine the satisfaction I took from being privileged enough to invite Marcus to work with the Best Western Leadership Team in 2018 to develop our company values and ambitions.

What keeps you in the sector and why do you enjoy working in it?

Hospitality has taken me all over the globe and allowed me to work with so many talented and passionate people. No two days are ever the same and that keeps life interesting.

Tell us about the development/training that you give to your teams and management I am a big believer in a team having an ambitious common vision with a shared set of values and principles. Investing time to build that vision collectively gives any team the best chance of success.

What advice would you give to those starting out in the sector?

Hospitality is a people led industry and relationships are key. Never burn your bridges and remain humble.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Hospitality is a people led industry and relationships are key. Never burn your bridges and remain humble.

44

How did you get into Hotels & Resorts?

From a young age I got the bug for cooking from my Grandma, which led me to study a NVQ to be a Chef at College.

While I loved cooking, I soon released being in the kitchen wasn’t drawing on all my strengths so went on to study Hospitality Management at University. Part of the course was a placement year whereby I worked as a special events organiser and reception Supervisor. After Uni I worked operationally in hotels for 5 years and got to the point whereby my next natural progression was to be an operations manager, although I had realised, I loved the people aspect and then studied a CIPD level 3 in HR. I went on to study a CIPD level 5 and I have been a HR Manager in Hotels for 10 years.

Do you think it is important to have studied a related topic to be a success in the sector?

Yes, I think studying the field is important, although there are so many different opportunities and routes to be able to do this for example you can work and study at the same time via apprenticeships.

Which leader / figure inspired you and why?

My College Lecturer who discouraged me to further my studies as it motivated me to prove him wrong.

What keeps you in the sector and why do you enjoy working in it?

I love hospitality. The ability to make someone’s day, whether it be a guest, or an employee is a great feeling. All the teams I have worked with in Hospitality definitely make for a great working environment and where you can meet friends for life.

Tell us about the development / training that you give to your teams and management?

We offer fully funded apprenticeships from level 2 all the way up to Level 7 qualifications. We also have a ‘My Academy’ based near Gatwick which is a 2-year long programme linked with an apprenticeship.

What advice would you give to those starting out in the sector?

Put the hard work in at the very beginning and enjoy!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I have no regrets and I never look back so I would say - always think about – ‘what’s my next step’ as hospitality is so broad and expansive and ensure your manager knows your aspirations from the offset.

45

How did you get into hotels & resorts?

Accidentally - I was doing restaurants and worked for Pizza Express (great company and great people) in Yorkshire, my brother told me I should consider hotels; so he organised for me to meet with a really experienced hotelier who put me through my paces and to see if they had a role for me, 10 years on and I haven’t looked back.

Do you think it is important to have studied a related topic to be a success in the sector?

Nope - drive, commitment, patience, and motivation supersede qualifications for me. That’s not to say qualifications aren’t valuable. They certainly are beneficial and sometimes required depending on the business function you are responsible for.

Which leader / figure inspired you and why?

Personally, my grandad, just everything he did for his family, the stories he told of WW2 and then building a successful family business thereafter. More recently Jurgen Klopp (Liverpool manager), he’s such an emotive leader, he’s the manager but he kicks every ball with his team and the way he celebrates with the fans - shows what winning means to him.

What keeps you in the sector and why do you enjoy working in it?

The people and the diversity of the day, simply put, we learn every day. We can always be better and to be better you have to adapt, learn and be adventurous. Hospitality evolves constantly so therefore we have to evolve too.

Tell us about the development / training that you give to your teams and management?

Personally, I utilise the great courses and development programmes available within the IHG group. But also feel that in the moment coaching and structured personal development plans are invaluable. I have been fortunate enough to work with some great leaders throughout my career who ensured I had a consistent and relevant PDP, this helped me progress enormously.

What advice would you give to those starting out in the sector?

Be patient, get stuck in, be a sponge (learn as much as you can), don’t pass opportunities to do something different (which is not your day job), stick with it because the sky is the limit!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Learn to take feedback more effectively!

46

How did you get into hotels & resorts?

As a teenager I did not enjoy high school and decided to become a Chef and travel the world. I joined the Hotel School of Strasbourg and discovered and that enjoyed all aspects of hospitality. After graduating in culinary I had the chance to continue studying Hospitality management at diploma and degree levels.

Do you think it is important to have studied a related topic to be a success in the sector?

It helps but our profession offers so many fields that one can access to very exciting jobs and careers with minimum education. A good overall education at high school level, passion, drive and the right attitude are probably more important. Foreign languages help for an international career, but English takes you almost everywhere.

Which leader / figure inspired you and why?

Arne Sorenson, former CEO of Marriott International who unfortunately passed away from cancer last February. He was a man of vision, culture, very approachable with the same genuine interest and kindness for Presidents to Line employees. He walked and talked the company culture and served as a great example for all leaders in the company.

Izzy Sharp, Founder of Four Seasons hotel and Horst Schultze, former President of Ritz-Carlton for all their contributions to international luxury hospitality, are also a very inspiring leaders, as well as my current company CEO of ACCOR Sebastien Bazin, but with the I have not met him in person yet!

What keeps you in the sector and why do you enjoy working in it?

There is no one day like the other. We are driven to constantly create memorable experience for our guests in beautiful, sometime historic places such as the Savoy in London with a unique legacy and working with people from very diverse backgrounds and nationalities.

Tell us about the development / training that you give to your teams and management?

There are multitude of possibilities to learn and grow at the Savoy. From on the job training to Fairmont and ACCOR skill trainings, leadership development programmes to …outside course through the Institute of Hospitality or the Master Innholders …possibilities are endless and depend on anyone’s ambition and motivation to grow. A company like Fairmont / ACCOR offers very unique promotion and transfer opportunities throughout the world.

What advice would you give to those starting out in the sector?

Be passionate about the industry, see the big picture and give your best every day to serve, learn and grow.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Play it again Sam!... remain humble, passionate and add value to every position you hold. Don’t hesitate to take risks and potentially make mistakes.

47

How did you get into hotels & resorts?

Through studying my hospitality degree at university, my placement year was with The Ascott Limited in Australia & I never left. Opportunity came my way and I’ve stuck around. I was always interested in the service industry from a young age, when I was fortunate to experience this and was engaged early on.

Do you think it is important to have studied a related topic to be a success in the sector?

Not necessarily, it certainly aided me in my career thus far however the sector has a huge amount of avenues, each with its own success’.

Which leader / figure inspired you and why?

A manager that has always challenged me, inspired me to be better. What I thought I knew, did I actually. Where was I drawing my experiences from? Could I articulate my decisions?

What keeps you in the sector and why do you enjoy working in it?

The people you are lucky to meet and the exciting need to provide service – to some it just comes naturally.

Tell us about the development / training that you give to your teams and management It varies based on need. At present everyone is dealing with and coping in various ways, therefore am focused on coaching and wellbeing. We will always be a people-based industry; therefore, staff management will always be key in developing others.

What advice would you give to those starting out in the sector?

Stick with it… you got into it because there was probably something that drew you in. That feeling comes and goes, but ultimately guides you to understand why the sector has some many lifelong service focused people – the thrill and enjoyment is not like anything else.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Trust your gut and push yourself harder earlier, but it’s never too late.

48

How did you get into hotels & resorts?

I was seeking a career where I could be a true HR generalist and work in an industry where the hours are flexible as a working mother. I was and still am able to work flexible hours to meet the needs of the business but also myself. It’s great to be able to be free for school commitments and switch my working day to the weekend. In the decision making between “corporate” offices and hospitality, I chose hospitality as I simply love the sector, I enjoy holidays and memorable experiences, my role is now to ensure my team and I provide these.

Do you think it is important to have studied a related topic to be a success in the sector?

I think it’s valuable and learning is very important. In hospitality there are a multitude of opportunities available. For example, a junior team member can join with no related areas of study. We as an employer train our talents on all elements of their role, provide superb training by Accor and every talent is offered an opportunity to study an apprenticeship by our learning partners, Umbrella Training. We don’t miss opportunities and allow our team to study and grow into a role of their interest.

Which leader / figure inspired you and why?

I was inspired by the lovely Ann De Cruz, who used to be the Group HR Manager for Embassy Leisure Breaks/Ramada Jarvis. I loved her approach to all team at head office, back in my younger days of working as a reservations agent! I then met Katharine Gourely (Head of HR Business Partnering at Travelodge) whilst studying for my CIPD. She completely inspired me on all things engagement and opened many doors of learning opportunity for me. I will be forever grateful.

What keeps you in the sector and why do you enjoy working in it?

The people! The network! Everyone knows everyone and it’s so nice to easily connect and work with new people.

The passion for delivering great service and seeing all the 5 Star reviews on TripAdvisor! Recently with our new food concepts opening across my 3 MGallery Hotels, we have had superb reviews, it makes me very proud of my team.

Tell us about the development / training that you give to your teams and management Firstly, we are very open and discuss learning at the point of recruitment, we want our talents to form their plans for the coming years and know we will support them every step of the way. Accor Academie are unrivalled for their training, we have a guest training program called “Heartist”, which is really special, we are all Heartists in Accor! You have to experience it; it has its own reputation. We have Accor Management Development Programs, again absolutely fantastic and our talents work learn with all the different brands in Accor. We also have a program called “Step Up”, created for women especially, enabling them to grow and support in obstacles along the way that we as women face. All talents also have the options of joining any apprenticeship offered by Umbrella Training and we provide ongoing continued support. If a talent wishes to study a topic/provide we do not currently offer, this is also fine, we are always looking at options for our talents.

What advice would you give to those starting out in the sector?

There is so much more to hospitality! Revenue, Marketing, Sales, Finance, Hotel Operations, Talent and Culture! It is not as once perceived as just a job to do whilst studying, this is a real career with worldwide opportunities. I know many a colleague who have moved nationally/internationally thrilled to be still in hospitality. Most of the skills you already have are very likely to be transferable, plus the perks are amazing, you will enjoy all talent engagement activity we offer. Oh, and we are all feeders!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Take the plunge, follow your gut instinct and be brave. If you are considering doing something, just do it. I made decisions then, which on reflection now, were more for society and cultural norms, as opposed to what I wanted to do.

Hospitality is in my heart and will always be.

49

How did you get into hotels & resorts?

I got into hotels after I finished my International Hospitality Management Degree at Bournemouth University. Having come up through restaurants and private members clubs I was looking for a role which would allow me to combine my operational experience with the knowledge gained at university. This led me to the Graduate Management Scheme at Exclusive Collection, and I haven’t looked back since. The opportunities afforded to me by all of my General Managers and Danny at Exclusive Collection were invaluable, and they have contributed immeasurably to my growth and development into the manager I am today.

Do you think it is important to have studied a related topic to be a success in the sector?

One of the best things about the hotel sector is that there are very few barriers to success; a good attitude, hard work, and showing up on time will take you a long way. I love the fact that you could be 15, in your first job in a hotel as a commis waiter or luggage porter and could conceivably become the General Manager later in your career - the route is clear. However, I think there is something to be said for studying a related topic as it allows for quicker progression and any additional knowledge you can gain is never a bad thing. For example, certain areas such as finance are easier to learn outside of an operational environment.

Which leader / figure inspired you and why?

I am extremely fortunate to have worked with some exceptional leaders throughout my career from Andrew Selvadurai at Mosimann’s to Jonny Lake, Isa Bal, Dimi Leivadas, and the rest of the leadership team at The Fat Duck, all the way up to Stephen Browning and Danny Pecorelli at Exclusive Collection. I will always be grateful for the skills, knowledge, and standards they instilled in me, but in terms of inspiration I think I would have to say restaurateur Danny Meyer inspired me ever since I read Setting the Table at college. I found his attitude to service and running a restaurant eye-opening, and it helped me to understand the importance of having a culture of exceptional service permeate all areas of your business. In particular, the importance of living your values across all areas of the business is something I consider to be vital in running a successful hotel. I should also mention Joanna Wimmer and Norman Fu at Westminster Kingsway College, who inspired me to pursue a career in Front of House and nurtured my passion for food and drink.

What keeps you in the sector and why do you enjoy working in it?

As cliché as it sounds, the fact that no two days are ever the same really keeps me going. Hoteliers are at once creatures of habit who need consistency to successfully run a business but, I think, also all enjoy the variety of problems that get thrown at us on a daily basis. I thoroughly enjoy this paradox as it suits my love of problem solving.

With hotels, there is always something that can be improved, and I relish the challenge of looking at all of the issues which can impede the efficient running of a hotel and resolving them. It is truly a unique business environment where you can almost immediately see the effects of your decisions and get real time feedback from your guests.

Tell us about the development / training that you give to your teams and management I think training for teams can be broadly split into two categories: operational and theoretical. For operational training, this is the day to day bread and butter which is so important for the successful running of the hotel. I try to utilise a mixture of internal and external sources for this. At Danesfield House we have a phenomenal roster of suppliers for our Food & Beverage operation and I rely on them to provide much of the knowledge training for the junior staff. Our suppliers are the de facto experts in what they do – it would be foolish not to share their passion and knowledge for their product with the team.

I am also lucky to have two phenomenal managers in Joao Valcouvo and Fernando Teixeira at Danesfield who pass on

50

their years of operational experience through service training with the team and ensuring we deliver the best possible experience for our guests. When it comes to developing managers, I foster a culture of curiosity as I want my them to be aware of the decisions that are being made about their department and the hotel and why. I believe introducing managers to the fundamentals and functions of the P&L early is essential. It’s something I know many don’t necessarily have previous experience of, despite the fact understanding the financials is a crucial part in being able to make better decisions for the business and themselves, and I want them to be well equipped for their future.

What advice would you give to those starting out in the sector?

Try to be as inquisitive as you can and don’t be afraid to take risks in your career. Hotels are wonderful and multifaceted businesses, and there is truly a place for everyone, so keep trying things until you find out where your strengths lie. You will learn something different in every role, every department, and every property. The more you learn, the more successful you will be.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Don’t be afraid to ask questions. The more you ask, the more you learn.

51

How did you get into hotels & resorts?

I was a late bloomer, just 4 years ago at the age of 41! A chance conversation with a fantastic Hotel GM, (Andrew Mosley Grand Hotel Brighton) whilst staying to run the Brighton Half Marathon. Andrew has known me since I was 15 and we were discussing what I was up to career wise and he made it clear that I had to move into being a hotel GM as I had the knowledge of people and product management on a large scale from restaurants and bars alongside being immersed in it by my parents’ careers.

Do you think it is important to have studied a related topic to be a success in the sector?

With hindsight, I would definitely have studied a relevant topic to and joined a major hotel company much earlier in my career. Without doubt I would have had a much stronger foundation to progress and pursue a hotel management career. However, hopefully my journey too also illustrates there is no set pattern and if you are motivated enough you can achieve whatever you set out to in time.

Which leader / figure inspired you and why?

I guess my late father has been by biggest inspiration in terms of career and it wasn’t until his passing that I even considered the world of hotel management. He was a absolute people person who gave his all to his team, guests and friends. This was really brought home to me by how many people who worked with him have gone on to be hugely successful and speak very fondly of his input into their own careers.

What keeps you in the sector and why do you enjoy working in it?

My favourite things are people and products…I’m a hospitality geek! These are the two things I’m most inspired by at work and combining them at a high level can give such huge enjoyment in the hospitality world.

Tell us about the development / training that you give to your teams and management Personally, I always try a combination of nurture, empower and challenge. Everybody works differently and to different motivations, personally I love finding the nuances to keep people performing to a high level in our business.

What advice would you give to those starting out in the sector?

Target a position in the environment you want to work in. The environment that matches your personality will give you the best chance to succeed and grow your career. The world of hospitality is very switched on to this now and there are some outstanding employers now in the market across all segments.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Get into hotels straightaway! My own path has definitely not been a straight line, but it does prove that if you really want something you can achieve it, given a plan and persistence.

52

How did you get into hotels & resorts?

Through my love of cooking, thought I was going to be a Pastry Chef. This led me to City of Bristol College where I studied for my BTEC National Diploma in catering & hospitality. Soon I realised I wanted to be a wedding planner in hotels, like in the movies!

Do you think it is important to have studied a related topic to be a success in the sector?

Yes and no, I do think it was very useful and gave me a good grounding, though is definitely not essential!

You can learn on the job and there are many fantastic qualifications that Hospitality employers can support with to help you along your way. Using myself as an example, I have worked my way from reception through the various departments, waiting, housekeeping to large-scale conference & events sales.

Having taken a leap of faith five years ago into a new stem of the industry, I now find myself as Group HR Manager for Bespoke Hotels and am really enjoying it.

Which leader / figure inspired you and why?

This does sound really cliché but honestly, I was inspired by watching MasterChef! I became familiar with certain celebrity chefs and well-known hotels in the industry. Suddenly these hotels became an aspiration for me to join!

The most inspiring leaders I have come across so far in my career are the Co-founders of Bespoke Hotels - Haydn Fentum and Robin Sheppard; I feel very privileged to work with such great hoteliers and continue to work for them today.

What keeps you in the sector and why do you enjoy working in it?

I really am passionate about watching people grow through their careers in hospitality, especially those individuals who start with little or no qualifications and achieve great things!

What hospitality has really proven to me over the last 12 months is that we as a collective are such a resilient bunch, we’ve shown real strength and determination to get through these fluid times. There are so many kind and hospitable people in our industry that are passionate about providing good service, great teamwork and ultimately making others happy; that’s why we all do what we do!

Tell us about the development / training that you give to your teams and management With Bespoke Hotels now having 82 hotels in our portfolio, the training is extensive. We introduced a calendar of virtual training sessions pre-opening aimed at senior management to team member levels, which was a great success. I believe we are likely to see much more blended learning in the future with a combination of virtual and on-site training. Times are constantly changing but luckily in our industry we are used to change so its ok, the future is bright (we hope).

What advice would you give to those starting out in the sector?

You can achieve anything you want to with great care and passion.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Don’t worry about mistakes, you only learn from them and be confident in yourself!

53

How did you get into hotels & resorts?

I’ve never known life without hospitality in it, my parents are both in the Industry, my dad is an ex hotelier and my mum is a publican and we still have our family bar & restaurant today so you could say it’s in the blood!

Do you think it is important to have studied a related topic to be a success in the sector?

Absolutely not, while it’s a nice to have if you can get it, nothing will ever beat industry experience, when I am recruiting, I look at experience and skills rather than education.

Which leader / figure inspired you and why?

My first work experience was in a 5 star hotel in Killarney, Co Kerry, the Restaurant Manager at the time was my trainer and she was a huge influence, nothing every phased her and she explained the why behind everything we did, why we had to fold napkins a certain way or serve wine a particular way, I understood then that it was all about creating experiences for our guests and you could see the positive reaction we got because of it.

What keeps you in the sector and why do you enjoy working in it?

No two days are the same, one day you could be recruiting a future Manager for one of our Hostels and the next we are having a discussion on how we can improve the employee experience. The Industry is also constantly changing, and we need to change with it or get left behind so the range of new skills you get to learn will stand to you for many years. But most importantly you get to meet so many people from all walks of life either as guests or colleagues and the best part, you get to make friends for life.

Tell us about the development / training that you give to your teams and management?

We encourage our team members to drive their own development, we provide the resources either through on the job skills training, online learning, in person leadership workshops, webinars, educational supports etc. but ultimately everyone needs to want to drive their own development.

What advice would you give to those starting out in the sector?

Don’t give up, the good days far outweigh the bad. This industry will open so many doors to you and give you a lot of opportunities if you are willing to work hard and take them. Hospitality is one of those industries that you can take you on an amazing journey around the world. I got to work all over the country as well as Australia and America and met some great people along the way, not many industries will give you the flexibility to do that.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Travel first, get as much experience as you can in all areas of the industry and then start developing your career, you don’t have to be a GM at 24!

54

How did you get into hospitality?

I started my career in retail. I got to a point where I decided to diversify my sector experience, but I wanted to find an industry that had a similar pace and customer focus - which are the elements I really enjoyed about retail. Hospitality was therefore an obvious step.

Do you think it is important to have studied a related topic to be a success in the sector?

Nope! You just need to be a people person, who enjoys pace, change and learning as you go.

Which leader / figure inspired you and why?

I’m constantly inspired by people I work with, those whom I’ve worked with previously and also those that I suspect inspire us all.

What keeps you in the sector and why to you enjoy working in it?

It’s the people and the constant learning journey that keeps me here.

Tell us about the development / training that you give to your teams and management We are constantly looking for different approaches to learning - that can be tailored to our edynite’s personal needs.

That ranges from leadership development programmes, technical skills development, experiential learning, 360 feedback, apprenticeships, job swaps, coaching and mentoring. I’m really pleased that we have been able to sponsor a number of my team to gain their professional qualifications - I’m super proud of their achievements.

What advice would you give to those starting out in the sector?

Put your hand up for any opportunities that come your way. Enjoy the ride and have lots of fun along the way.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Stop worrying about or focussing too much on the future and enjoy the moment more

55

How did you get into hotels & resorts?

Through the kitchen! I’ve spent my career within the F&B side of hospitality and fell in love with hotels whilst launching high-end coffee systems with Nestle Professional. We set up a showroom in Mayfair near to Park Lane in order to be closer to our customers, so we spent a lot of time in and around some of London’s most prestigious hotels.

Since then I have had the good luck to work with many hotel groups in the UK and internationally, including Travelodge, Meliá, Apex Hotels and Marriott amongst others.

Do you think it is important to have studied a related topic to be a success in the sector?

It certainly helps. Whilst the hotel sector frequently professes to want to attract expertise from across the spectrum, my experience is that prior qualifications from a known hospitality school or direct experience in a similar role is a prerequisite. Personally I think this is a little blinkered and leads to the service experience in too many properties feeling exactly the same as each other, regardless of the brand that’s on the building, However that shouldn’t stop you from applying even if you don’t have formal qualifications, you just need to be persuasive and creative in your application! My motto has always been to hire for personality and train for skills and I think that mindset will be a more prevalent attitude going forward.

Which leader / figure inspired you and why?

I’ve always admired what Robin Hutson created with The PIG group of hotels having such a huge focus on food and done in a quirky, imaginative way. And also hailing from Glasgow, I admire what Ken McCulloch created with the original Malmaison Hotels, the one in Glasgow being an old haunt of mine whenever I needed to impress a date!

What keeps you in the sector and why do you enjoy working in it?

For me there is a magic that can be found inside a truly wonderful hotel, a feeling of escapism or an atmosphere that offers endless possibilities. The pursuit of recreating that magical moment in a bar or restaurant setting keeps me hungry for more!

Tell us about the development / training that you give to your teams and management For us, we win or lose based on our creativity and our strategic nous. So it's really about being informed and educated on what is happening in the market and deciphering the lasting trends from passing fads. We make it our business to keep on top of the latest developments on the culinary, technological and marketing side, whilst at the same time picking up on any major societal shifts around the globe. We have developed a range of tools and models that we can utilise when creating strategic or commercial plans so that helps to keep us sharp. From a service point of view we place a lot of emphasis on it feeling natural and personal as well as informed, so lots of knowledge on the product side, the origins and sustainability, lots of communication across functions, specific product training - wine, food pairing, mixology etc. - and daily briefings. Finally, everyone needs to live and breathe the numbers - we're all in it together!

56

What advice would you give to those starting out in the sector?

Work hard, play hard and go for it. Hospitality can be an extremely rewarding sector if you have the right attitude. It exists everywhere so it can take you around the world in a way few other industries can. Be prepared to start at the bottom and get involved in as many parts of the operation as possible, this will give you an idea how the whole jigsaw comes together and will stand you in great stead. There are endless chances for development and promotion due to the sheer dynamism of hotel and restaurant operations, with people moving on all of the time, so you're never too far away from a new role opening up. Finally say yes when you are offered something new that will challenge your capabilities - don't overthink it, just learn on the job, give 100% and befriend the smartest guy or girl in the team!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Don't wait for the perfect time to follow your dream. If you have an idea and a vision that you believe in, make it happen before you have too many responsibilities in life!

57

How did you get into leisure and fitness?

I began my career in the leisure industry at the age of 19 as a casual attendant at the Mountbatten Centre in Portsmouth, which is my hometown. I worked there for some three years as a shift supervisor and gym instructor and cover duty manager.

My drive to enter the industry was purely led by the fact that I had always been a keen athlete, running for the Hampshire squad and a competition swimmer, plus training to become a karate instructor which I later achieved. It seemed entirely logical therefore to work in a sporting environment, where I felt at home with like-minded people and surrounded by sport and leisure. I have to say the pay in those days was considerably better often toping up my weekly paycheck with instructor rates and shift enhancement’s, which was later got rid of, in local authority run sites.

My target was to become a GM of my own facility one day, this happened not too long after my initial baptism in the sector.

Do you think it is important to have studied a related topic to be a success in the sector?

Absolutely key to success in any sector especially today. However, I do not feel it is necessary to study sport and leisure specific subjects, these give you a little insight but nothing that really aids in the day to day running of a busy leisure facility. My first leisure qualification was an HND in leisure management from Farnborough Technical college many years ago, I was proud at the time to having achieved this but found later on that it was really only a ticket to entry in the business. I do realise of course that times have changed but not to the degree that I would have expected.

I have recently in the last two years spent time as a guest lecturer on several occasion for year two-degree student at Canterbury University, seeking a career in the leisure. I really enjoyed this, and the feedback was amazing and also gratifying. My point is that I was amazed that for the most part, the students seemed to know very little about life within leisure as a career. My purpose became as a result to inform them how and when and what they needed to get on in the industry.

My view on education having spent many years in the industry and in all sectors, would be to undertake generalist qualifications and not specialise, it does not make any difference to being hired or not, experience at entry level is always more important as the work is often very hands on and can be picked up very quickly, the lead in times for lower to middle management posts is short and can be learnt.

My basis for this argument is, the outside world e.g. retail, white goods, IT manufacturing etc...do not understand our business, it was quoted to me one day at an interview outside our industry that there perception was that we all ran around in shell suites and took keep fit classes, manager or not! Clearly, I had to correct, needless to say I did not get the job! (DHL). To this day I am of the same opinion, we are in the leisure market seen as a “soft industry”, known to be poorly paid. This reflects badly on our ability to attract calibre staff, which personally I have always struggled with.

Again, coming back to the question, yes, we must educate but do not isolate, if for example you are offered a master’s degree with leisure, do not take it. If you are offered an MBA or MA take it, this will benefit you more in the long run and leave you with a broader set of opportunities in the future. I for one did exactly that and qualified with an MBA in strategic management, which everyone understands in the marketplace, especially for senior posts.

Which leader / figure inspired you and why?

I have always looked up to inspiration leaders, none within our industry, but mostly from the world of politics and world leaders.

Mahatma Ghandi I found to be a true inspiration and would only be found in an eastern country. I must say also that my Grandfather who I sadly never met, to me is someone I truly respect for his work in the propagation of Islam in the name of peace, compassion and tolerance. I find the world leaders today lacking in qualities such as truth, leadership, honesty and integrity.

What keeps you in the sector and why to you enjoy working in it?

58

I was fortunate to retire at the age of 55 but still remain close to the coal face in terms of recruitment within our sector. I have always and still do love our industry with a passion and would like to play a part in it again should the opportunity arise, but for now I am content in the knowledge that I did make a difference.= Tell us about the development / training that you give to your teams and management My view is that you come to the industry with set of qualifications, the rest can be learnt on the job. After a period of settling in training can be evaluated to the specific needs of the business having already met some basic criteria. I offered sponsorship of courses to those members of staff that in my view showed promise and dedication and would be a long-term asset to the business. For others I did not and for so many a job in the leisure industry can be short lived, (whilst at university for example). I would not waste my time or company money on individuals who don’t really want to be there, this becomes apparent quite quickly.

What advice would you give to those starting out in the sector?

I think I have really covered this in the above paragraphs.

Undertake generalist qualifications, to keep your options open later on in your career.

If your manager offers you training or coaching courses, take them all, it all looks good on your CV. Prepare a decent CV, have someone experienced help you with it, I have seen some awful CVs! Be prepared to earn low pay for some years unless you have two jobs.

Be prepared to undertake all sorts of jobs when you arrive and remain flexible to your employers. I do not choose between a CEO or a cleaner, if it’s dirty clean it, if someone needs help then assist them, all too often I have heard from my staff that “this is not my job”? My answer is, would it be OK if I did it then? Because I do it. I refer to rubbish on floors dirty changing rooms etc.

Know your product well and be ready to answer a lot of questions from the public and clients.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

I would never have bothered changing sectors at various times in my career, it did me no good, again - other sectors do not understand what we do and see us as a soft target.

59

How did you get into hospitality?

I always wanted to work in the hospitality industry, from as far back as I can remember. I think from the age of about 8 or 9 I had decided I was going to be a chef.

The only other careers that interested me were accountancy and teaching. Strange mix, but as my father quite rightly would always say to me, “being a chef is the only career that will need you to be good at all three of those. The other two only needs you to be good at one!” and that was it, I could do it all if I became a chef!

Do you think it is important to have studied hospitality to be a success in the sector?

Not always. I say that because we are all different and require different things to achieve success. Some need to be taught how to get there, and others are able to find their own way, with a natural ability. In fact, many have been successful because they haven’t been stifled by being taught a particular way to do things. The great thing about our industry is that it embraces all of those and you can be successful whatever your level of education. More importantly, you need to have the right desire, the work ethic and the want to learn. It is such an amazing industry that enables you to learn your trade and develop as you work.

Which leader / figure inspired you and why?

This is a difficult one. I have worked with and been inspired by so many over the years. But not all have worked in the hospitality industry. They have all had traits in common though.

• • • •

The desire to be different and creative An ethos of how they work and treat people The constant desire to evolve And lastly, their everlasting search for perfection

What keeps you in the sector and why to you enjoy working in it?

There are so many reasons. First and foremost, I love food and service. I love being able to make difference, I am passionate about CSR and being able to make decisions that help and affect others’ lives. I have always believed in tech and its abilities to help us. I like meeting and being around people and helping them better themselves. I love learning and the excitement of finding something new and different, whether that be an ingredient, piece of equipment or way to work. But the one thing that drives me more than anything is putting a smile on someone’s face or giving them an experience, they will remember. All of this is why I love working in this industry, because I do not know of any other that gives all of these, all at once.

What advice would you give to those starting out in the sector?

For me, the most important thing with training, is honesty. Individuals need to know where their current capabilities are. I would always say to someone that is starting out, they must be honest with themselves. It is very easy to say “ I am great at everything” but those that acknowledge where they can and need to develop are always the ones that get ahead and develop far quicker. Secondly, training is not a one size fits all – training needs to be adapted and moulded to the individual to give them a greater chance of being successful. It is also important for team members to know where they stand with their skill level so they do not find themselves applying for roles they are not ready for. Our training is based on achieving all of the above. A complete flexible approach that has a core of the fundamental training needs, with additional options that are tailored to the individual to enhance their skill set.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

60

This was actually a piece of advice that was handed to me from a great chef I worked with, a little way into my career.

It really helped me to navigate the correct path.

It was “If you ever find yourself working for someone that requests or allows you to work beneath your own standards, you are working for the wrong person. Only ever work for someone that drives you to want to lift your standards”.

It sounds so simple, and it took me a while to understand the deeper meaning, but without it, I do not think I would have been anywhere near as happy as I have been in my career. We all need to be challenged in some way, otherwise we never feel the happiness of satisfaction.

61

How did you get into hospitality?

Originally by coincidence. I was working in Marketing for an FMCG company, but I saw a Marketing role at Yum! A very good friend of mine worked there and loved the company, the brands and the culture, so he helped me get an interview. The rest is history – I have been with Yum! for almost 18 years…, Do you think it is important to have studied hospitality to be a success in the sector?

No. See above. It IS important to be an avid learner, of course, but you can go very far by learning on the job. It’s a sector that lends itself to learning the business from the bottom up Which leader / figure inspired you and why?

What I love about our sector is that it is very entrepreneurial. The people who started the brands Yum! owns are very inspiring for that reason. Colonel Sanders, the founder of KFC, failed at many things in life, but never gave up, launched KFC in his sixties and turned it into a massive global brand! It’s never too late to make a success of yourself!

On the other end of the spectrum, you have the Carney brothers, who started Pizza Hut when they were at university, with a $300 loan from their mother and with the aim to make pizza, which was an exclusive food in the US in the 50’s, accessible to mainstream consumers. They demonstrated so much courage by taking that leap at such a young age, which I find really inspiring. But the leaders who inspire me the most are leaders that care equally about making a positive impact on their team and on their communities than on the bottom line. Pizza Hut is partnering with Beyond Meat in the UK (currently only available in a few test stores), and I love Ethan Brown’s - the Beyond Meat CEO’s – mission to positively impact four growing global issues by shifting from animal to plant-based meat: human health, climate change, constraints on natural resources, and animal welfare. I can’t wait for that partnership to launch nationally and for Pizza Hut to make it easier for people to make more sustainable choices What keeps you in the sector and why to you enjoy working in it?

We deliver our brands and our experience through people, so it is all about inspiring, enabling and empowering the people who work for us - 2) It’s a fabulous industry for people who for whatever reason haven’t been able to follow a “typical” career path. You don’t need a degree – if you are passionate, dedicated and a fast learner, the sky is the limit. I know many people who have started as a delivery driver or a back-of-house team member and now own dozens of franchise restaurants or hold a C-suite position at our company!

Tell us about the development / training that you give to your teams and management I could talk about this all day, but a few things to call out. First, our franchise partners at Pizza Hut Restaurants UK offer apprenticeships all the way up to degree level, which I think is quite unique and very cool. Second, beyond the technical stuff about food safety, making product, serving customers, forecasting, labour scheduling, managing a team, managing the P&L etc., we teach several leadership programs. My favourite is called “Leading with Heart”, and it gives our team tools to understand themselves better, understand their reactions to stressful situations and to choose more effective behaviours in dealing with those.

What advice would you give to those starting out in the sector?

This business is about people – surround yourself with capable, dedicated people, find the right ways to inspire, enable and empower them, and satisfied customers and profits will follow!

62

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Enjoy the journey more! Worry less about your next career move and more about who you can have a positive impact on others! If you do that well, the career moves will take care of themselves

63

How did you get into hospitality?

I started in hospitality when I was 16 helping my aunt and her friend run large scale events and concerts in Colorado, US. That is what got me started, and after a gap year foreign exchange to Italy, I fell in love with the industry.

Do you think it is important to have studied hospitality to be a success in the sector?

Not at all. I know a lot of very successful owners, operators, and staff who studied something completely different. I think what makes people successful in hospitality is a passion for product and service. If they have that, they can take their brand, products, or career anywhere.

Which leader or figure inspired you and why?

I have always been inspired by leaders who focus on building a brand around their staff and employees like Brene Brown, John Mackey, Richard Branson, and Ricardo Semler. I think our industry still has a lot to learn when it comes to employee trust and thinking outside the box with employee culture.

What keeps you in the sector and why to you enjoy working in it?

I love working with all of the small businesses on the consulting front and helping make a difference in people’s businesses. From the operations side, I enjoy the complexity of hospitality along with creating products that people enjoy.

Tell us about the development / training that you give to your teams and management.

Our training always starts with who we are as a company and acting in accordance with our values. We build our systems to support the company values in a way that every value can be linked to a physical activity or routine. From there, it is all about product knowledge, consistency, and customer service at all levels along with creative problems solving. We put a lot of trust in our employees to make the right decision themselves without needing management approval, and our training helps support that. For managers, we train them on everything in the business from marketing to ordering and supply management to making sound business and employee related decisions, but we spend a lot of time training them on the soft skills of becoming a better leader. I can hire anyone who can run a P&L. We want our managers to be leaders who people want to work for and follow.

What advice would you give to those starting out in the sector?

Keep pushing. The beginning is always hard going, and the industry takes a lot out of you at first. You have to push through that and remember the passion that got you started in the first place. That is true for line staff as well as owners. It takes time to ramp up, but when you do, this industry really is amazing.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Break away from corporate earlier. I stayed a long time building other people’s businesses. Now, I know I could have gotten out and started my own thing earlier. It’s a lot of failure that way, but it makes for way better understanding and lessons than staying in a safe corporate environment.

64

How did you get into hospitality?

I fell into it by mistake as back in the day I was a decent footballer but just fell short of signing professional so I played semi professional for a few years and decided to take a course in leisure and tourism management. I then went on to study a Hospitality Management degree and ended up starting my hospitality career on a 18 month internship in the US before finishing university and joining Marriott on their graduate program, it was here where I then moved in to the wonderful world of People and HR. Do you think it is important to have studied hospitality to be a success in the sector?

I think it certainly helps but the great thing about our industry is that you have so many options and career paths that even if you have not studied hospitality if you find the right employer they could potentially support and pay for your studies so you can always pick this up as you grow and develop your career if you wished to.

Which leader / figure inspired you and why?

Ive been lucky enough to have worked with and been mentored by many great leaders along my career path. I love working with my current boss at Lore Group David Taylor whom ive worked with in the past when we were part of the team that launched the EDITION brand. David is a true gentleman, very inspirational and always seem to know what future hospitality trends look like before they happen as well as having a knack at creating high performing teams that really work well together in a fun and engaging environment.

What keeps you in the sector and why to you enjoy working in it?

The constant variety and new opportunities that keep arising. What’s great about hospitality is that so many new hotels / restaurants / bars keep been developed which pushes standards and innovations to new heights. The industry is constantly evolving in some shape or form and along the way in your career you meet so many new people. Im lucky enough to have a large network of great people who Ive met in different roles, many who have now become great friends, that’s what I enjoy about the industry.

Tell us about the development / training that you give to your teams and management.

As a small independent group one of the advantages that this brings is that it enables us to grow and develop people quickly and help them move around at our 6 hotels in 3 different countries. 3 recent examples in the last few months is where Dan Pimentel our EAM from our Sea Containers hotel moved into our new hotel opening Lyle in Washington DC as the hotel manager, replacing Dan is Floris Kouijzer who moved from our Pulitzer hotel in Amsterdam to London, meaning the Rooms Ops Manager Caroline Van Kessel was promoted to the hotel manager at Pulizer. All these people have been with the group a number of years and have gradually progress steadily to now having senior roles in our hotels. In addition to the above we are currently looking to launch a new graduate program later this year so watch this space as this will be something unique to the Lore Group and the hotels / locations we operate.

What advice would you give to those starting out in the sector?

The same advice that was given to me in my early days in my career. “You will only get out of your career what your willing to put in”. There are some great opportunities in the industry and if your willing to work hard enough for them the industry can take you anywhere you want to.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Keep listening and learning as every day is a school day as they say !

65

How did you get into leisure and fitness?

I played pro rugby and was injured, I finished my sports science and applied for about 100 fitness instructor jobs and was told I had no experience. Eventually total fitness took a chance on me.

Do you think it is important to have studied a related topic to be a success in the sector?

I think it helps being a senior manager if you have worked or specialised in the sector but that’s my route and it’s not essential.

Which leader / figure inspired you and why?

I worked with a man called Robin Adehre, crazy driven man who taught me so much.

What keeps you in the sector and why to you enjoy working in it?

The people and passion they have for what they do.

Tell us about the development / training that you give to your teams and management?

I’ve helped 20 plus individuals get promoted. It’s about identifying what they are good and bad and and empowering them to grow.

What advice would you give to those starting out in the sector?

Enthusiasm is the most important thing!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

2 ears and one mouth for a reason

66

How did you get into hospitality?

I fell into by accident coming from the PA and secretarial world, and started working in hotels in 1997 at the age of 24 in event management - the rest as they say is history Do you think it is important to have studied hospitality to be a success in the sector?

I chose to study hospitality management and got my diploma when I first started in the industry, and I do believe that it supported and helped to give me a boost in the beginning but is not necessary. If you want to stand out and are new to the industry then a qualification will help with that but experience is just as important and you will pick up plenty when you work in the sector, whatever route you choose be willing to get your hands dirty to get ahead.

Which leader / figure inspired you and why?

My first operations manager, a man called John Silker, an amazing manager, character and leader, taught me good solid leadership skills that have stayed with me to this day What keeps you in the sector and why to you enjoy working in it?

I truly love what I do, and love our industry, I have customer service and customer at my heart (even two customer service NVQs lol) and it will stay with me for life Tell us about the development / training that you give to your teams and management A big part of what I do now is mental health and wellbeing so for me it's the importance of self-care when you work in hospitality. You will push yourself more when you love what you do and sometimes that is at the detriment to our health, burn out is a very real thing and we need to talk about it more and take it more seriously What advice would you give to those starting out in the sector?

My new mantra is "work hard - rest hard! and the play will take care of itself". Push yourself forward and work hard, just as I did back then and still do, but remember you also need to rest and take a break!

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

There isn't much I would change as I believe that everything in life is a learning curve, but the biggest would be it's ok to make mistakes. I've organised 1,000s of events in hospitality and learnt something new at every single one, still learning to do this day. Be kind to yourself, you're only human!

67

How did you get into hotels & resorts?

Like a lot of my peers in hospitality I started my career at an entry level role; in my case it was as a trained Chef working in various restaurants in and around Birmingham.

Do you think it is important to have studied a related topic to be a success in the sector?

With a good attitude, a passionate for the industry and determination you can have a bright and fulfilling career in hospitality - without formal education or study. However, working in these fast paced, high quality, people orientated businesses means you can specialise if you wish, and you may find a lot of organisations will sponsor you in further education. If you get an offer like that – Take it!

Which leader / figure inspired you and why?

Not hospitality related but Mahatma Gandhi: In a world with no digital communications, in a country with very little infrastructure Ghandhi wins independence by peaceful disobedience; similarly, Greta Thunberg becomes a major environmental activist by skipping school to peacefully protest outside the Swedish government building. Greta now directly challenges world leaders and is making a much-needed difference.

Both people have a clear message, have acted on it and have never deviated from their mission. Leading through action is inspirational.

What keeps you in the sector and why do you enjoy working in it?

People, People, People!

Tell us about the development / training that you give to your teams and management?

Within Qbic we want everyone to have the opportunity to grow, to do that we installed a clear 4-tiered system which provides each Team Member a clear development plan to a leadership role. Each tier commands a higher rate of pay.

Earn whilst you learn!

What advice would you give to those starting out in the sector?

Learn to be a collaborator and look out for your team, never forget or lose touch with the customer – They pay you!

Once you get the privilege to lead others, treat them with the respect you would expect of others and listen.

If you could go back and tell yourself one piece of advice as you started your career, what would it be?

Get a mentor.

68