Graduate Member Insight | Jess Oliver AIH

During our weekly Coffee and Conversation, Jess recently shared the exciting news of a new job… so we thought we’d shine our spotlight on her and ask her more about it!

You’ve just got an exciting new role, tell us more about it.

I have just taken on a new role as a Front of House Manager at High Leigh Conference Centre in Hertfordshire which is part of the Christian Conference Trust. This is my first head of department role and I will be building my new team from scratch which is a really unique opportunity to be in and I am so excited to see what I can bring to this role and what positive changes I can make.

Where did you study and train in hospitality and why did you choose this college?

I studied at the University of Essex as part of the Edge Hotel School. I chose to study here because as part of the course you had the opportunity to work in a real life 4* hotel. I really enjoyed the practical element this brought to the course and the chance it gave to take what you had learnt in the classroom and actually apply it in a real life setting.

You joined IoH as a Class of 2018 member, why was it important you signed up as a Graduate?

It was important for me to sign up after graduating from the Edge Hotel School to continue my professional development. Also, after leaving university, it was beneficial to still be able to have access to the IOH library as it offers such a range of information that isn’t easily accessible else where.

How did being an IoH member help you in the early stages of your career?

Being an IoH Member in the early stages of my career has helped me to have access to other members and industry professionals. A great example was just recently when I put out a request for support on an area I was struggling with at the weekly Coffee & Conversation session. An amazing amount of other members offered support and had calls with me to discuss the situation which were all so beneficial. I hope that in the future, as I progress further in my career, I could do this for other members needing support.

What have you been doing during the pandemic to keep busy? 

I have still been working throughout most of the year within a hotel lockdown team looking after the safety and security of the hotel building. As much as this has been a unique opportunity to make plans and changes to improve the hotel, I am definitely ready to hang up my security hat and paint brushes and to have guests back in the hotel and be doing the job I love again.

How have you ensured you have continued to develop your career in this time? 

I have taken the extra time available to continue with some of my professional development by doing online courses through LinkedIn Learning and Ehotelier. These have been on a range of topics including emotional intelligence, facilitating change and management vs leadership. I have also taken part in many of the IoH Online Webinars which have been made available each week on a range of topics lead by some top industry professionals.

What have you missed most about hospitality closing? 

I have missed the people the most. The reason I chose a career in the hospitality industry was because I loved the daily interaction that you got to have with guests and your team which makes no two days ever the same. The other thing that I enjoy most about working in the hospitality industry is the chance to make a positive difference to someone’s day.

What positives, if any, do you think the challenges of COVID-19 will have on the hospitality industry?

I think it has given people the opportunity to have a different perspective and view things differently and I think a “thinking outside of the box” mindset will carry on after the pandemic finishes and we get back to normal life. I also think that after masks no longer have to be worn, the importance of a friendly smile when just walking past a staff member in a corridor will be more meaningful than ever before.

You are a mentee on our Mentor Me scheme, why did you decide to join this and who is your mentor?

I decided to join the Mentor Me scheme as I knew I was just approaching the point of my career when I would be moving from a Graduate Manager to a HOD and it was important to me to have the support of someone external from my company to bounce ideas off and provide an additional perspective on things. My mentor is Tom McMillan MIH who is the Food & Beverage Manager at Park Plaza London Waterloo which is part of the PPHE Hotel group.

What’s the best piece of advice your mentor has given you?

The best piece of advice Tom has given me was around leadership and the fact that to be a good leader you still have to be constantly developing yourself and your leadership style. He equally reminded me that in my first management role I wouldn’t get everything right first time but that was okay and some situations will cause further learning opportunities and that is a good thing as I progress further in my career.

We are opening up the opportunities for 2021 hospitality Graduates to join the IoH Class of 2021, what would you say to someone considering joining?

I would say it is a great opportunity to be part of the global membership body for hospitality professionals and be in a network of likeminded individuals. I would also  suggest to anyone joining to sign up for the Mentor Me scheme as well as I have found having a mentor really beneficial to help guide me.

Is there a particular element of your membership you have found most valuable?

I have found the opportunity to network with other hospitality professionals really valuable. Since joining the IoH my professional network has really grown and when I’ve needed advice I have been overwhelmed with the support from other members. During the lockdowns, the weekly Coffee & Conversation sessions have given me the additional opportunity to network with people throughout the country and world.