Tell us a little about yourself, how you got into the hospitality sector and your career to date.
My love of the hospitality industry first ignited over 30 years ago. I grew up in a small, traditional, seaside town in Essex, so spent all of my teenage years working various roles in the local holiday camps. I soon developed a passion for the industry and wanted to pursue it as a career. My careers advisors recommended an apprenticeship in hotel management, but due to the seasonal nature of our locality, I could not find a position. So my career path took on a different route and I ended up spending 20 years in customer service and admin based roles.
Then in 2010, a new spa hotel resort was opened locally and I thought this is finally my opportunity to do what I always dreamed of. I didn’t care what role I got, I just wanted to work there. My wish was granted and I joined Lifehouse spa and hotel as a night porter. Being part of the pre-opening team really sealed my love for this beautiful resort and I knew this was where I wanted to stay and develop my career.
I have been so fortunate to have two incredible mentors in our owners, who have invested time in my training and development and helped me progress through the ranks of the company. 11 years later I am still at Lifehouse and after a lot of hard work, along with studying for both financial and management qualifications, I am now the Finance and Operations Director, a role that I have held for 3 years now. We are an 89 bedroom hotel and 35 treatment room spa, so looking after the operation, strategy and finances means there is never time to get bored. It is a really special place for me, so much so, that I even married my wife on our grounds.
What do you enjoy most about working in the hospitality industry?
For me, the best thing about working in hospitality is the team around you. It’s like having a large, extended family and I don’t think you get that bond and camaraderie in any other career. As a leader, watching your team grow and develop around you and progress in their own careers is hugely satisfying. The pride that comes from seeing the team deliver an exceptional service to our guests, watching the guests enjoy their experience with us and creating happy memories that you have been a part of, is something that only comes from the hospitality industry.
You have recently joined as a member. What inspired you to say I’m in, #imin, to the Institute of Hospitality?
The industry is constantly evolving and as a hospitality professional, you need to evolve with it. It is a continuous learning experience, so being able to benefit from the knowledge of industry experts is an indispensable component of your own professional development. The market is more competitive than ever right now, so insights into the latest trends and innovations is vitally important to keep the business moving forward. The Institute of Hospitality gives you access to all of this, as well as the support of a wide network of people all facing the same industry challenges as I am. That’s why I said I’m in, #imin.
As the IoH has just won the UK & Ireland Chartered Governance Institute Award for the Diversity and Inclusion Initiative of the Year 2021, for its Youth Council and Diversity Shield campaign, what do you think of these latest initiatives? Do you think they could have an impact on the industry?
I think these initiatives are fantastic and so important for the future of the industry. As a member of the LGBTQ community, I know first-hand the difficulties that can be faced in feeling comfortable with who you are, especially in the workplace. I battled with my own self-confidence for many years believing I would not fit the mould for spa management and wouldn’t be taken seriously at this level. Great strides have been made over the years and the hospitality industry has quickly become more welcoming, diverse and inclusive to everyone. However, there is still a long way to go. Even in today’s more accepting society, I still think people do not realise how much of a struggle it can be to go about your day-to-day life and the impact it can have on mental health. As an example, just prior to Covid I attended a hotel show with a female colleague. Just as we were walking into the toilets a random woman shouted at me “Excuse me, this is the ladies toilets”. To which I just replied, “Yes I am fully aware of that”. My colleague was horrified, especially when I told her that it is a regular occurrence. I am tall, with short hair, so why should that automatically make me a man?
Therefore, any initiatives that can help break down this stigma and educate people about the benefits of promoting equality and diversity in the workplace are surely going to have a positive effect on the industry. We need to let people know that hospitality is welcoming to all and can be a career where you are encouraged to be proud of whoever you are.
Do you have any advice for people considering a career in hospitality?
Don’t ever doubt your abilities and follow your dreams. Hospitality is a career where you can progress through on the job training and experience. You don’t necessarily need to be academic to be successful, you just need a passion for the industry and not be afraid to work for what you want.
What do you think is the biggest challenge facing the industry now?
Aside from the continuing uncertainty caused by Covid, I think the biggest challenge facing the industry is staff shortages. So many people have left the industry due to the security worries caused by the sector being hit so hard during the pandemic. Combined with the impact of Brexit and the reduction of EU nationals available for work, means experienced staff are in short supply, especially in the UK provinces. Competition for roles means salaries will be inflated and put increased pressure on some already struggling businesses. I feel there needs to be a big focus on promoting hospitality as a career to younger people and the IoH Youth Council initiative will help with this. That will not solve the short term challenges though, so employee retention and satisfaction need to be more paramount than ever.
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