INDUSTRY ROLE MODEL CASE STUDY – Stuart Smith, Director of Events and Leisure, Gleneagles Introduction This case study consists of a personal profile of Stuart Smith, Director of Events and Leisure at Gleneagles. It is based on a questionnaire interview. Many thanks to Stuart and to Gleneagles for providing this information.
Background Gleneagles Hotel is one of the world’s most coveted 5 star resorts. It is owned by Diageo Plc and is a member of The Leading Hotels of the World. Set in 850 acres of Perthshire countryside, Gleneagles is home to three of the top Scottish Championship Golf Courses and a wide range of exhilarating outdoor leisure activities. Throughout the hotel guests will find the finest comfort – from the elegant restaurants to the luxury bedrooms and the calming environment of the spacious new destination spa by ESPA. Located within an hour’s drive from the international airports of Edinburgh and Glasgow, Gleneagles Hotel is a unique place to escape for business and pleasure. Events and Leisure Gleneagles offers some of the finest country pursuits and leisure activities to try out while on holiday in Scotland. There are indoor and outdoor experiences for everyone, including: • The world famous Shooting School •
The Equestrian School – one of the most impressive riding centres in Europe
•
The British School of Falconry
•
The Gundog School – the first of its kind in the world
•
Off-road 4x4 driving on two specially developed courses
•
The Club, with two swimming pools, outdoor hot pool, tennis courts, gymnasium, cycle hire and walking/running tracks
Whether guests try out new activities or build on existing expertise, all the equipment is provided and the facilities and passionate staff are second to none.
Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk To contact us directly email: education@springboarduk.org.uk
1
Dedicated event managers develop and tailor leisure programmes to fit the unique needs and requirements of every group that visits. Many major events are linked to these leisure activities, for example equestrian events. The Equestrian School is one of the best equipped in the world and provides facilities for every discipline of horsemanship, and at every level of experience. Facilities cover a 50 acre site and include two covered, heated arenas, a fenced, surfaced open exercise and practice arena, seating for 700 spectators, a lecture room with audio-visual equipment and two stable yards, housing 48 horses.
From the beginner to the expert, horse riding at Gleneagles offers a new level of instruction, of experience and of enjoyment. The Equestrian Shool is an accredited British Horse Society training and examination school, and the fullyqualified coaches teach specialist horse riding programmes, including carriage driving, trail riding and cross country riding.
Testimonial: "I came down for the BHS Stage 1 exam on the 1st November 2009. I would just like to say a huge thank you to the staff at the Equestrian Centre. I was incredibly nervous, yet the staff were warm and welcoming and when I had any queries they were wonderfully helpful. I felt like I was the only person there.� Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk To contact us directly email: education@springboarduk.org.uk
2
Interview Name: Job Title: Location:
Stuart Smith Director Events and Leisure Gleneagles Hotel, Perthshire, Scotland
1. Why were you attracted into the industry? I’ve always had a huge interest in food and drink so going into the hospitality industry just seemed like a natural extension of these interests. Much later, I found out that my family had been involved in the hospitality industry through a number of generations, so I suppose I was genetically disposed towards the industry already. 2. What was your first job in the industry? Server at the very first Malmaison in Edinburgh. It was a great experience, learning from the likes of Ken McCulloch, Andrew Stembridge and Roy Brett. 3. What educational qualifications do you have and/or training at work? How have these helped in your career? Degree in Pyschology/History from Glasgow; Food and Beverage Certificate from Swiss Hotel Management School; Msc in Hospitality Management from Napier University; numerous training courses whilst at Gleneagles including Developing General Management Potential from Cranfield University. All these courses have contributed in different ways to the skill sets I currently possess. In improving your understanding, you are able to build a level of confidence that allows you to deal with whatever may come your way. Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk To contact us directly email: education@springboarduk.org.uk
3
4. Did you have a mentor who encouraged you during the early stages of your career? If so, who and why were they inspirational? No real mentor as such but Peter Lederer has certainly been an inspiration. Not only has he created an amazing product and business here at Gleneagles but he has also created a culture that is friendly, positive and forward thinking. 5. What do you regard as being your biggest achievement to date? From an event perspective, it would have to be managing the G8 summit on behalf of the hotel. A year and a half planning went into the 3 day event so to see it all run to plan was extremely fulfilling. More recently the development of our new Spa and Salon has been extremely rewarding.
6. What industry ambitions would you still like to achieve? Not quite sure where the next opportunity will take me but my main ambition is to continue to use the experience I have gained so far to educate and direct others in order to continue the development of the industry as a whole. 7. What gives you a buzz about your job? The variety – the fact that there is a different challenge all the time. 8. Why would you recommend the industry to potential recruits? Whilst offering rewarding roles, it also offers opportunity at a number of different levels. There are so many different areas to work in that your career can develop all the time. I have moved from waitering through to event management through to managing an event team along with a number of leisure outlets – none of this was particularly planned but more a case of grasping the opportunities as they arose. 9. What are your top 3 tips to people entering the industry? • Learn as much as you can from your peers • Connect with people • Always enjoy what you do Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk To contact us directly email: education@springboarduk.org.uk
4
10. What are your main tasks in a typical day at work? 08/08.30 Arrive at work – check e-mails/voice mail. 0900 hrs Hotel Briefing – Review of business taking place that day. 0930-1030 Ops meeting with Hair Salon Manager and Senior Receptionist – review of business over the past week and coming month to look at human resource requirements, marketing and promotions and business targets. 1030-1230 Work on business project – currently reviewing our family offering so looking at ideas that can generate more business from this key market for the hotel. Building up a list of proposals that will be presented to the Executive team of directors. 1230-1400 Lunch in the Dormy Clubhouse with a journalist and his partner who have been out fishing and shooting. Using the media is a key way to promote all that we have on offer here at the hotel so it is important to take time to get to know the journalists that visit. 1400-1430 Meet a prospective client along with one of our sales managers to discuss a potential event for 2010. 1430-1500 Maintenance inspection at the Club - our Leisure Club operates 365 days a year so it is essential that we keep it looking as sharp as possible. 1500-1600 Equestrian Events Meeting - a planning meeting that involves some of the key operating teams within the business – F&B, Maintenance, Estates where we ensure everything is in place for events held at our Equestrian Centre. These can range from small exam days right up to full scale demonstrations for a 1000 guests hosted by the likes of Monty Roberts, the Horse Whisperer. 1600-1645 Discussion with our Human Resources Director regarding how best to continue the development of a number of the key staff that report directly to me. 1645-1800 Catch up on the e-mail traffic/correspondence from throughout the day. Reply to e-mails, telephone calls and compose some written correspondence, then sit down with Spa Director to discuss an issue with staffing that has cropped up during the day – agree a way forward. Normally call it a day around 1800hrs but at times will host a dinner with either prospective clients or journalists. Gleneagles’ Vision: 'To be the most desirable resort hotel in the world’ For further information plus details of careers and job opportunities please visit: www.gleneagles.com
Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk To contact us directly email: education@springboarduk.org.uk
5