Tell us a little more about yourself and your career to date?
My name is Joshua Wilson. I am 20 years old, and in my final year at the University of Wales Trinity St David studying International Travel & Tourism Management.
So far, my career has been great! From where I started to where I am now, thinking about where I am going, never stops. My first job aged 16 in a local shop back in my home village in Northern Ireland, started the foundations of a customer-facing industry, broadening my knowledge and skill set further.
My next job saw me working at the Europa Hotel in Belfast, renowned for its Irish Hospitality and exceptional customer service. My connections grew from there, as I was meeting many people daily. I progressed to working at the 148th Open Championship at Royal Portrush, where I worked in the Trophy Room, catering to guests’ every need, something I thoroughly enjoyed. I started a position within my University as a Student Ambassador in which I carry out work on behalf of the University; promoting our institution in its highest regard and showcasing our talents globally.
You’ve spent the last year working on board the Celebrity Silhouette cruise ship with Celebrity Cruises. Tell us more!
It was incredible! I accepted a contract as a Destination Specialist, working in the Shore Excursions Department. Here, I was able to book excursions for our guests and experience them myself! I was able to see many countries that I had not seen before, 12 in fact! Spain, Portugal, France, Italy, Iceland, Norway, Denmark, Sweden, Estonia, Finland, Netherlands, and Belgium. Many of the guests’ facilities and amenities I was also able to use, as well as eat in all the speciality restaurants. Being guest driven was a core driver of mine, delivering exceptional customer service and familiarising myself with every person that came to our office was of the utmost importance to me. In those five months on board the cruise ship, I saw and experienced so many exciting, challenging, and amazing things that I cannot begin to describe. I would go back in a heartbeat.
Which of the countries you visited during your time at sea stood out for you?
Estonia and Iceland were two of my favourites, as they are both so different in their own ways. I loved experiencing the cultural differences between both, encountering all that was different made it more exciting. Estonia had an old charm to it, somewhere I could just get lost for days, letting the world pass me by as I experienced the old architecture and history of the once Russian-controlled city. The old town is a must-see, as we toured the city of Tallinn. Iceland on the other hand was very different. We were in Akureyri in the north of the country and Reykjavik, the capital. This country has the best areas of outstanding natural beauty I have ever seen. Seeing the vast green hills and mountains covered with snow, as well as the spectacular Godafoss Waterfall was a sight to behold. The capital was different in its ways, but both were stunning locations. Seeing the Northern Lights from the ship was an added bonus!
What did you feel you learned from your time onboard the cruise ship?
The ability to work successfully as part of a team. Having that team spirit made me carry on further, helping one another to overcome obstacles. I always say that there are big differences between land and ship life, not just because one is on land and the other on the sea, but because there are sacrifices you need to make when working on a cruise ship—for example, leaving family and friends behind. However, working on the Silhouette made me accomplish a greater sense of independence, something that is hugely important to me. I still had Facetime calls with my family and friends which were amazing, but I do feel like the cruise ship really developed me more as a person.
Prior to your time at sea, you were a student at the University of Wales Trinity Saint David. What advice would you give hospitality students during the current climate?
The University of Wales Trinity St David made me into the hospitality-aspiring person I am today. The university provided me with so many opportunities and career links. As we re-emerge out of the depths of COVID-19, my advice would be to grasp every opportunity you can and to edge outside your comfort zone. I know it may sound scary and it certainly was for me, but it opened so many doors and gave me the chance to connect with the many industry professionals that I remain in contact with today.
I’m sure there are many students who worry it isn’t their time or feel they would not be good enough in a particular sector. I’d say to them, it is your time! Don’t underestimate yourself, I truly believe you can go on and accomplish great things. I have put every effort into this industry and to get involved in as many things as possible and I am only 20! If you don’t get involved now, when will you?
We’ve met you on numerous occasions at many of our Above & Beyond and Passion4Hospitality events. Why are attending IoH live events so important and how do you feel you’ve benefited?
The feeling of being back to these events LIVE is AMAZING. I cannot begin to describe the benefits of these events and the positive impact they have had on my life. Having the chance to go to London and to make the connections I have now made has made me develop key skills that I am now taking with me throughout my professional career. I think the pandemic made us realise that LIVE events are what make the biggest impact. As soon as the opportunity arose to go back to that experience again, I went back in a heartbeat.
What makes the hospitality industry such a great place to work?
Seeing the smiles every day. I love to go into my places of work and enjoy the sense of camaraderie you develop with your colleagues. As I am originally from Northern Ireland, I was always reminded of Irish Hospitality and what it means to make people smile. I put my heart and soul into this industry, as I have such passion for it. I think having the opportunity to make people smile and make their day so much greater is what made me start here. The diversity of our industry too, working with so many people and travelling the world.
You’re chair of the IoH Student Committee for IoH Wales. What plans do the committee have for 2023?
Being appointed the new Chair of the student committee was an incredible honour. I’ll be carrying forward the fantastic work my colleague Philippa Fitzgerald started. I have a strong ambition and drive for our committee. Before I took up the post of Chair, I helped to organise an event at the Senedd (Welsh Government) in Cardiff when I was Vice-Chair. With this being a renowned success, many industry speakers were invited to share their positive thoughts about this industry. There are forthcoming negotiations currently underway for work that I am now bringing forward in my role as Chair. These exciting revelations will be announced in early 2023. Watch this space.
Why say ‘I’min’- #imin to the Institute of Hospitality?
I would strongly encourage every single person reading this that is involved in some sort of hospitality profession to say #imin to the Institute of Hospitality. The IoH welcomes every single member into its growing hospitality family, with everyone supporting one another. The IoH provides a secure foundation to build, grow, and prosper in your chosen field or sector. Many of the members I’ve met through the IoH are regularly in touch with me to get updates on my career and the opportunities I have grasped. I would recommend joining, as it will benefit you greatly in your success for the future and personal progression.
Now for our Wonderful, Worst and downright Weird question!
What’s the best/most wonderful experience you’ve had during your time in hospitality?
Securing a position within Celebrity Cruises, to fulfil my ambition of travelling the world, as well as delivering world-class service to our guests at sea. I have seen a vast array of people, as well as experienced many different cultures which have broadened my taste for hospitality further.
What’s been the worst?
The one and only time I spilt something during my hospitality career was during my time at the 148th Open Championship. As I was in the trophy room, every guest was immaculately dressed, so I wanted to be extra careful when moving crockery or cutlery. However, one particular lady was sitting slightly obscured by a piece of furniture, and as I went to remove her crockery, there was still a little bit of coffee left in it and it nudged the furniture as I lifted it and spilt onto her dress. I was mortified and felt so embarrassed. Luckily, she was okay about it, but this was the worst experience I have had so far. I’m sure I will have more in the future!
What’s been the strangest/weirdest?
I don’t think there has been anything of a strange nature that has happened yet to the best of my knowledge. Perhaps something will occur in the not-too-distant future. I think that I never thought I would have ended up at university or progressing my career pathway as fast as I did. This might be the strangest thing so far. I am not finished yet with this industry. I plan to keep going for a while yet.
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