Tell us a little more about yourself and your career to date.
I’ve always loved animals, horses especially, and so spent time working at a stable part-time whilst studying at college. I then went on to become a qualified instructor, completing my NVQ in teaching.
After five years, I decided to try something new. I completed a dog grooming course and then worked at Pets at Home as a stylist for two years, before being promoted to Salon Assistant Manager and then Salon Manager.
In summer 2021, I decided to transition into a role within the hospitality sector. I had always been a people person and enjoyed speaking to people. I found a position at a local gastro pub, and after just a month, was promoted to Bar Supervisor and shortly after, Assistant Manager. This really gave me experience and understanding of the F&B sector, and although it was tough learning how to adapt during the pandemic, I loved my colleagues and the support I got from them.
Looking for ways of challenging myself and growing my skill set, I started as a Receptionist at a luxury care home very close to my house. Although this was completely different to anything I had done, it was a front-of-house role, which I knew I would like. One month later I was promoted to Hospitality Supervisor and 11 months later to Hospitality Manager.
As the first care provider to provide IoH company-sponsored membership for their team, what made you go into partnership with the IoH?
As a luxury care home brand, we wanted to ensure we had the resources and extra knowledge to pass on to our team members. The IoH is a family of people that share the same passion as us to provide outstanding hospitality and customer service, not just in hotels or restaurants, but to our residents who have given their lives and careers to us and done so much for their local communities. I am very proud to be an associate of the IoH and to be the first care provider to be an IoH company-sponsored partner.
Tell us more about the efforts you’re making for better service within the care sector and how the Institute can help with that.
We believe that our residents come first in all we do. One of our values as a company is ‘Family’ and this is so important to us. Our residents are like our family and we want them to feel comfortable and happy whilst also receiving outstanding service. Our staff are trained on standards from day one. From the administration team through to Care Assistants, all are equally as important to us. We want all staff members to understand and appreciate the efforts we make for our residents and how we can improve service, as well as share the same passion as us. We ensure our tables are laid out to restaurant standards whilst also taking into consideration our residents’ capabilities. We are passionate about high levels of service and we also actively seek feedback to improve service across all areas. The Institute’s resources will be a great source of knowledge/ training for staff members.
What skills and experience are needed to go into a care setting from hospitality?
For me working in the care sector requires many skills including kindness, empathy and patience. I say to everyone; someone can be trained to achieve hospitality standards or be a good Care Assistant, but you cannot train someone to be kind.
Oakland Care is hosting an IoH webinar in the near future. Can you tell us a little about what to expect from it?
The development chef is currently working on a webinar surrounding ‘dysphasia outside of care providers and how this can affect people in everyday life’. We will be able to confirm more very soon.
What advice would you give to someone who is thinking about a hospitality career in the care sector?
Working in the care sector is extremely rewarding. To me, it feels like you are giving something back to the people that made our future and supported the local community. There is always an opportunity for progress if you can show you are passionate and willing to learn, as I have proven from starting in admin to now managing the Front of House team despite having had no previous care experience. The benefits are seeing happy residents, and being able to make a difference in their lives, whilst also working alongside a wonderful team. The care sector really does feel like a family as everyone is there for the same reason.
What are the biggest misconceptions of hospitality in the care sector?
I have heard some people go into care thinking residents will be drinking tea, eating biscuits and doing nothing else all day other than watching television. They couldn’t be more wrong! It is completely different to anything I imagined when I first joined. Most residents are full of life, want to try new cuisines and enjoy the luxury service they receive. I also think some people may feel that we cannot provide the same service received in a restaurant, which I’d argue is again incorrect. Providing great service is so important to us as a home and as a company.
What’s the most wonderful experience you’ve had during your career?
Probably when I was gifted a lesson from my previous manager to ride with a member of the ‘ Spanish riding school of Vienna’ on my old horse. It was so exciting and nerve-wracking to be taught by someone so talented. It made me feel so appreciated.
What’s been the worst?
There have been a few very messy experiences during dog grooming! I will say no more!
What’s been the weirdest?
I was once asked out for a drink by an actress from EastEnders whilst grooming her dog.
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