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Your Definitive Guide to Careers in Hotels £3

Your Future. Your Choice. Your Career.

Hotels: Great Places

To Work

What’s In It?Hello!Welcome to CareerScope

Fit for Purpose

Which Hotel?

Job Roles

Directories

Welcome to CareerScope 4A career for you 5A great industry 6Step inside hotels 10

Welcome to CareerScope Hotels. Your essential

guide to finding your place in one of the

world’s most captivating sectors is back, packed

with up-to-date information and guidance

on what working in hotels is really like.

We have access to the top hotel professionals,

executives and operators who know best about what is

happening in the world of hotels. They’ve shared with

us their experiences and expectations – so you can

better understand the exciting opportunities on offer.

We’ve summarised trusted entry routes and

qualifications, and provided tips on getting your

foot through the door, preparing that knock-out CV

and how to handle the toughest interview. We’ve

even outlined the most useful organisations, as

well as some professional associations you could

join, such as the Institute of Hospitality, so you can

get the most out of your budding hotel career.

Remember the industry is vast and as a result, it will

always continue to expand and develop making it

an exciting, vibrant and creative place to work. It’s a

world that doesn’t sleep and where no one stands still.

Here is your chance to start a vibrant, unforgettable

career. Are you ready to take the challenge?

Go for it!

Springboard UK Ltd. is a wholly

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and Wales) SC040506 (Scotland).

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London WC2H 8LP.

© 2011 Springboard UK Ltd. The

information in this publication is

provided in good faith. However,

Springboard UK Ltd. accepts no

liability for errors or omissions.

Publication Date: May 2011

With thanks to all participating

companies for their provision of

images and staff profiles and to

the Hotel Employers Group

for their support.

www.springboarduk.net

Writer: Gina McAdam

Editor: Sam Coulstock MIH

Design: Naked Creativity

www.nakedcreativity.co.uk

020 7193 1791

Photos are kindly supplied by our Business Partners, TDC Photography and Billie Scheepers.

Supported byProduced by

Hotels, hotels, hotels 12Large Hotel Chains and Global Brands 14Independent Hotels and Small Chains 16Boutique and Bespoke Luxury Hotels 18Resorts, Spas and Country Retreats 20Budget Hotels 22

Room for all 23General Managers 25Meet the Keepers 26Front of House 29Food and Drink 30Running the Health Club 34Making the Difference 36Security and IT Roles 38

Ready to Succeed 41Work Experience 46Careerscope Graduate 47Winning Impression 50Well Targeted Application 52

Useful Organisations 56Directory of Hotels 58

CareerScope Hotels

YOUR FUTURE . YOUR CHOICE . YOUR CAREER

CareerScope

FUTUREYOUR

We can help…

Visit us: www.careerscope.uk.netCall us: 0845 293 2515Follow us: @CareerScope_SBEmail us: [email protected]

Your fi rst and best source of FREE careers information, advice and guidance for hospitality, leisure and tourism.

With over 21 years’ experience, Springboard’s CareerScope can help you:

Plan your career path• Get INSPIRED through quality work experience• Help you create a winning CV • with practical adviceGet you ready for interviews• Find employers of choice • Source courses and qualifi cations advice•

CareerScope

Are you thinking of a career in hotels? Springboard’s CareerScope is here to help you on your fi rst step.

To start a career in hotels you will need to:

Smile• Be able to work in a team• Be passionate• Be committed• Be willing to learn• Be ambitious to succeed•

Have all of this? Then hotels could be for you!



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In a world as huge and promising as hospitality, you never know where you might end up. And if you choose to build your career in hotels, the possibilities are endless.

The young woman who took a weekend job doing the washing up in a cafe to earn extra cash? She’s now working as a General Manager for a global hotel chain. The bored sixteen year-old who begged for a summer job in a village

pub? He now divides his time between London and China, running hotels for one of Asia’s best known brands.

Both Amanda and Brian started at the bottom before working their way to the top. They worked hard, putting in long hours when they had to, doing everything they could to develop their skills and knowledge as they continued to deliver great customer service. Because pleasing customers is what the hotel industry is all about!

You too could have a bright future and achieve success in a hotel career if you love people and the thrill of creating happy and memorable guest experiences. This is one of the world’s most innovative and creative industries, where people are always thinking of new and better ways to deliver what guests want.

Hotels the world over are showing their commitment to the environment, providing state-of-the-art spa and gym facilities, and even the very latest techno-toys. New types

of hotels and hotel services are springing up every day.

You’ll work in teams, but have every opportunity to use your ideas and initiative. One day you could find yourself managing a department, or even leading the business. Depending on who you work for, you might even find yourself travelling abroad. Hotels are looking for people like you, with a real appetite for adventure!

There is no shortage of job roles in the hotel industry for someone who is flexible and positive, loves variety and welcomes responsibility. Could that be you?

If you started your career in another industry and are looking to make a change,

fear not, hotels offer an open door. The question is: are you ready to walk through?

You may think that the only jobs available in hotels are the best known ones: front-of-house, housekeeping, roles in the kitchen or restaurant. In fact, many hotels rely on a whole range of other specialist functions and services critical

to success; for example, finance and administration, sales and marketing, security, fitness, maintenance and ground keeping. You may not see them right away, but their impact is everywhere. Many hotels just couldn’t do without them. But bear in mind that whatever your career preference or

background, if you’re thinking of making your mark in hotels, you really need to have a passion for people and, above all, the desire to serve customers well.

A Future That’s BrightWelcome

A Career For You So many parts of this business excite me, but if I were looking at what excites me most besides making a profit and meeting our budgets, it’s seeing so many talented people grow within our business and become tomorrow’s assistant managers, deputy managers and general managers.Jonathan Raggett, Managing Director of Red Carnation Hotels, is a captain of industry and winner of the 2009 Hotelier of the Year Catey. Under his inspiring watch, Red Carnation Hotels won Best Employer in Hospitality & Leisure at the Springboard Awards for Excellence 2009. He has an HND in Hotel Management from Westminster College. In his own words, he started his career, ‘very much from the bottom’. Oh, but look where he is now!

Magazine generously sponsored and supported by:

If you are interested in a career with a Hotel Employers Group member then please visit www.hotelemployersgroup.com

My job calls upon all of my knowledge and personal resources on a daily basis. There is nothing boring about it as I never do the same thing twice in one week.

Paul Berncastle, Executive Housekeeper, Crowne Plaza London – The City

If your idea of a career is one where you can really stretch your potential, then the hotel industry is a good place to start.

There is more to hotels than you may think. The range of career choices is enormous.

Welcome

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The world economy has had a tough time of it lately, but the hotel industry as a whole has emerged in much better shape than expected. Unexpected developments like swine flu (2009) and the volcanic ash from Iceland (2010) may have added to the challenges of the past year, but hotels have come out fighting, with bookings on the rise and revpar – revenue per room – improving. Optimism is high, and some companies are even brashly updating their offers.

Companies like Accor – think luxury Sofitel or budget-market Etap - continue to expand, the prestigious Mandarin Oriental goes on investing heavily in some of the world’s best known culinary talents, and mid-market chains like Jurys Inn and Best Western are refreshing and rebranding their hotels.

The UK is still a magnet for foreign visitors, especially the big cities like London and Edinburgh. The ‘Golden

Decade of British Sport’ started in 2010, and will continue with the London Olympics and Paralympics in 2012, and the Commonwealth Games in Glasgow in 2014 These world class events are sure to create waves of international visitors and a long legacy of tourism for the UK. Hotels will be grasping this once-in-a-generation opportunity to act as the UK’s showroom to the world.

And the ‘staycation’ may be here to stay, with the new

Government more determined than ever to get Brits to spend 50% of our leisure income in the UK. There are even plans to invest in a billion pound PR and marketing fund for UK tourism.

So if you’re thinking of this industry, think growth and excitement. There are currently over 12,000 hotels in Great Britain employing 250,000 people. Latest statistics from People 1st, the Sector Skills Council, show that in the last 5 years, the

A Great IndustryStrong, resilient and raring to go

This is an industry where young people who are willing to work hard can learn fast and go far quickly. There are opportunities for everyone. Stephen Kyjak-Lane, General Manager, Lancaster London

Hotels are everywhere! By motorways, in town or city centres, across the countryside, by the seafront. They are next to airports and train stations, above shopping malls or facing the village green. Name a place, there’s bound to be a hotel somewhere, and it’s waiting for you.

So, how can you tell if it’s the right one for you?

It could be the location, or the type of customer and style of service. Perhaps you’re just familiar with the brand name and reputation, or know someone who’s worked there and enjoyed the experience. Whatever the case, you always want to be part of a hotel that suits your personality and ambitions. If it’s a good fit, the more likely you’ll be to enjoy your job, stay motivated and build a rewarding career.

Make no mistake. Employers are choosing too, and looking for people who will fit their style and brand, and thus help them to build their business. Pay attention to what hotels say about their ‘ethos’ and ‘mission’. That’s their way of describing the attitudes, knowledge, skills and yes, personality, they require of new recruits.

So do you want to fit in? Can they train and develop you to fit in? Or are you better off somewhere else? In case you’re wondering, your prospective employers are asking themselves the same questions about you.

Made To OrderChoose the hotel that suits you best

The hotel industry is forecast to become one of the largest industries in the world. It’s time to be a part of it.

Welcome

number of people working as hotel and accommodation managers has increased by 14%. The demand is there. More and more people are recognising how important the hospitality and tourism industry is. After all, it contributes over £110 billion to the economy, and supports over 2 million jobs. The Prime Minister recently said he wants the UK to be the fifth most visited country in the world. Naturally, hotels will play a huge part

in making that happen. Today we even have our own dedicated Tourism Minister.

If you join the hotel industry, expect to work with many young people like yourself, and meet others from all over the world. Nearly a third of hotel employees are aged between 16 and 24. Over 10% of the total hotel workforce come from international backgrounds. And it offers flexibility. You can work part-time or full time, or only during specific

seasons. The industry is also celebrating the very important and unique contribution that women make to the workforce, with the launch of programmes like Women 1st.

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AdDorchester

Five-star hotel. Three Michelin Star dining. Could you be our next star?

We are currently recruiting for exceptional individuals to join our team at The Dorchester.

To view current opportunities and apply online visit www.dorchestercareers.com

You can never have too many stars.

An Extraordinary Collection

Quality mattersAlways remember, as you’re choosing the hotel you want to work for, good quality hotels will be better for your long-term career prospects than those that don’t make the grade. They’ll give you the experience to learn on the job, and are more likely to offer structured training programmes. The very best hotels enjoy the respect and esteem of the industry as well as the public. You’ll be proud to be part of their team!The AA Hotel recognition scheme assesses hotels to a set of common quality standards.

These standards have been agreed by the AA and VisitBritain, the UK’s national tourism agency, and the tourist boards VisitScotland and Visit Wales. They rate establishments from one to five stars depending on the nature and quality of their service, as well as their facilities. Many hotels have been assessed by the AA, but you can also be assured of quality by the brand name, and whether the hotel is a member of a leading hotel consortium.

Step Inside HotelsIt’s A PerformanceThe brand tells a story

That’s why knowing about hotel brands and branded hotel chains is useful. For someone thinking of a hotel career, a brand can act as a guide. It tells us a story about the hotel – for example, the image it wants to project, the range of facilities on offer, the price of a room. Pick a brand you think best suits your personal style.

Brands also let guests know what to expect from the experience of staying at a particular hotel. They convey the message of consistent standards across hotels with the same brand name. Some brands are owned by hotel companies, who operate hotels under those brand names or else franchise the brand to other hotel companies and operators.

Two examples of franchise operators of big brands are BDL, which has over 20 hotels throughout the UK and among its brands Crowne Plaza, Holiday Inn, Express by Holiday Inn and Ramada Encore. QMH UK Limited operates 18 hotels across the country, with brands including Holiday Inn, Crowne Plaza and Best Western.

There are budget, mid-scale, up-scale or luxury brands and they appeal to guests in different ways. Some, like Etap, ooze practicality. Others, like Barcelo Hotels, promise a wide variety of attractive resort and holiday destinations,

and are also popular with business travellers. Gleneagles, Savoy, The Dorchester and The Lanesborough – hotels so established they’re brands in themselves - convey luxury and prestige, and the promise of a once-in-a-lifetime guest experience.

Brands within Brands

You also have ‘brands within brands’ which allow hotel companies to expand and differentiate what they offer. For example, InterContinental Hotels Group (IHG), besides its flagship InterContinental Hotel on Park Lane, owns the all-suites, extended-stay Staybridge Suites brand, which can be found in London as well as large regional cities like Liverpool and Newcastle. The company also plans to open two hotels under the stylish boutique Hotel Indigo brand, in Glasgow and Liverpool.

Some large companies are both owners and operators of hotels, such as MWB Group Holdings Plc, which has 26 Malmaison and Hotel Du Vin ‘lifestyle’ hotels in the UK.

By choosing to become members of a branded consortium of hotels, privately-owned, ‘independent’ hotels can gain valuable sales and marketing support. Some of the most respected hotel consortia are Pride of Britain, Best Western GB, Leading Hotels of the World, Relais & Chateaux and Small Luxury Hotels of the World.

Welcome

The hotel you choose will define your script and shape of your role. It will determine your fellow actors – the people you work with - and the depth of skill, knowledge and exposure you’ll acquire. Choose wisely.

Some people compare hotels to a theatre or stage where the lights never go out and every day is a different performance. And who else should be standing in the spotlight but you?

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Hospitality is what hotels are all about. By choosing a hotel career, you commit to making guests feel they’re number one.

We can’t say it often enough. Before you leap into hotels, don’t forget that you’ll be entering a world where pleasing customers and meeting their expectations is what it’s all about. Hospitality is the art of making people feel welcome, wanted and cared for. The best-run hotels, whether they’re budget or five-star deluxe, put customer service at the heart of their business. If that

idea excites and challenges you, then get ready!You can start by getting to know the different kinds of hotels (and hotel brands) and the style and characteristics of each.

There are so many different ways of categorising hotels – by size, location, facilities, ownership, the list goes on. Here at CareerScope, we’ve chosen to classify

hotels as: Budget; Large Hotel Chains/Global Brands; Large Independent Hotels/Small Chains; Specially Made Luxury Hotels; Resorts and Spas. We think this will give you a great flavour of where our hotel industry is headed, but also what’s waiting for you out there now.

Hotels! Hotels! Hotels!Where The Customer Always Comes First

Less is more! The budget hotel sector just keeps getting bigger. It’s been said that budget hotels are the ‘engine room’ of the hotel industry both in the UK and internationally.

Ever since travel became more affordable, no longer considered a luxury as it was years ago but more of a lifestyle, the market for value ‘no frills’ hotels has

been expanding significantly. Despite or perhaps because of the difficult economic climate, budget brands like Ibis and Express by Holiday Inn continue to launch hotels in different parts of the world. This just goes to show that there is certainly demand for them!

Today, budget hotel chains are very popular with cost-conscious business and leisure travellers who, besides the convenience and

location, expect a friendly atmosphere, efficient service and consistent standards. These hotels offer limited facilities, but some may have a restaurant and bar. Generally, they employ relatively fewer staff, so a career with one of these budget, or ‘value’ hotels will see you multi-tasking and combining roles from Reception through to Food and Beverage and Housekeeping.

Who’s who in budget hotels?

Premier Inn, owned by Whitbread Hotel Company, is the largest budget hotel chain in the UK. With over 500 hotels. But look out too for the following brands: Etap and Ibis (both owned by Accor), Travelodge, Express by Holiday Inn, Ramada Encore and Days Inn.

Budget HotelsGet Ready To Grow With Budget Hotels

Which Hotel?


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Kieran QuinnDirector of Food & Beverage.The Sheraton Grand Hotel & Spa, Edinburgh.Training & Qualifications: HND in Business Studies, HND in International Hotel Management, Cornell University Management programmes, In-House courses, On-the -Job

Even for high-flyer Kieran, the ‘people factor’ is still the best thing about a hotel career. He loves the buzz of working nose to the grindstone, with colleagues to achieve what needs to get done. But the real thrill comes from knowing that with teamwork they can surpass customer expectations. ‘That’s the best buzz,’ he says.

Kieran thinks the industry suits people attracted to the

unpredictable, who love the limelight. He spends time each day on the floor. He will visit the hotel’s food outlets such as Santini, the Sheraton Grand’s Italian restaurant. He also attends numerous meetings throughout the day, and catches up with members of his team, including the chef and banqueting manager.

Many people who have worked with Kieran have gone on to great opportunities in other parts of the company. Their success is his greatest achievement. ‘Several have secured senior roles in Sales & Marketing and other areas,’ he says proudly.

Kieran advises those wishing to succeed in hotels to get experience as early as possible in an environment that will teach them to have high standards. An inspirational manager in his very first hotel instilled in him a strong work ethic and pride in the basics. ‘Work harder than anyone beside you,’ he says, having learned and watched his career soar.

If you start your career in one of the large branded hotel chains, you know you’ll gain the experience of working to the same professional standards found in hotels with the same brand, here and abroad. Guests ranging from corporate customers to leisure travellers, expect nothing less.

The large, full-service hotels will give you the chance to move around the business and transfer your skills across both customer facing and back of house departments. Many of these hotels have extensive conference facilities, as well as business, and health and fitness centres. Some have launched ‘aparthotels’ or ‘residences’, apartments with amenities designed for long-staying guests.

You’ll be able to decide what hotel department or establishment type suits you best. One day you may even find yourself in an exotic spa resort or destination retreat. These hotels have their fingers in many pies!

Here’s something else to think about – provided you

stay enthusiastic and ambitious, your experience working for one of the best known global brands can open doors for you throughout your career. Everyone knows Mandarin Oriental, Hilton, InterContinental, Marriott and Holiday Inn...who knows where it will lead? It’s your passport to an ever bigger world.

Who’s who in large hotel chains/global brands?

Fairmount Hotels & Resorts which runs the historic and recently restored SAVOY in London; Accor, which owns the 5-star Sofitel St James along with other hotel brands that operate in the 4-star market such as Novotel and Mercure. Accor also runs budget hotels Ibis, Formule 1 and Etap. Park Plaza Hotel Group has

opened its flagship hotel Westminster Park Plaza in 2010, one of the biggest hotels in Europe. Four Seasons Hotels which has hotels in Canary Wharf, Hampshire and in February 2011 opened the finely restored Park Lane Hotel.

Other major players are: InterContinental Hotel Group, Marriott, Global Hyatt, Starwood Hotels, Jumeirah, The Dorchester Collection, Ritz-Carlton Hotels and Resorts, Mandarin Oriental, Hilton Hotels, Barcelo Hotels & Resorts, Ramada

Jarvis, Rezidor Hotel Group, Jurys Doyle and Swissotel Hotels and Resorts. . Principal Hayley Hotels & Conference Venues, and Thistle Guoman Hotels. These are some of the larger, predominantly UK-based hotel chains.

Large Hotel Chains/Global BrandsWhere Opportunities Are Boundless

In the limelight

Which Hotel?


Independent hotels often have a very individual feel to the rest of the hotel sector. They give guests an experience that they can only get with that particular company.

Independent hotels have head office and operations teams rolled into one, so can offer a highly personalised service in line with their management priorities. Many of these hotels are full-service offering extensive conference, meetings, health

and fitness facilities, and even retail and limousine services apart from sophisticated kitchen and food and beverage operations. You’ll have the chance to work in different departments, and even cross over to areas like HR, Sales and Marketing, IT and administration. There will always be a lot of teamwork. As you progress to management and executive level there could be the opportunity for foreign travel as many of these hotels have ‘sister hotels’ outside the UK.

Who’s who in large independent hotels/small hotel groups?

The ‘quintessentially English’, family owned and run Goring Hotel; the expanding Dorchester Collection; the Maybourne Hotel Group which owns the elegant Claridge’s, The Connaught and The Berkeley, Edinburgh-based Apex Hotels; Mint Hotels; The Rocco Forte Collection, which owns and runs amongst others Brown’s Hotel in Mayfair; The Lowry in

Manchester and The Balmoral in Edinburgh; The Landmark Group which owns K West Hotel & Spa; Lancaster London and the Landmark London; and Langham Hotels and Resorts, which owns and runs The Langham, London, as well as properties in the USA and Asia Pacific.

The Royal Garden Hotel, One Aldwych and The Cavendish, London are three of the most prominent independent hotels in London.

Kelly PenfoldSales Manager.The Cavendish, London.Training & Qualifications: Degree in International Tourism Management, Work placement in USA, Graduate Hotel Programme

A happy 12-month work placement in the Rocky Mountain state of Colorado sealed Kelly Penfold’s commitment to a hotel career. But even she warns that the non-stop glamour depicted in the BBC series Hotel Babylon can be misleading. ‘It’s fictional, always remember that!’ she laughs. Her advice for anyone seeking to enter the industry? Work hard but enjoy yourself. And yes, service with a smile goes a very long way.

Kelly is Sales Manager of The Cavendish, London in well-groomed Jermyn Street. She oversees the sales office and

is responsible for proactively driving sales revenue into the hotel. It’s her job to ensure that set revenue and activity targets are consistently delivered, if not exceeded.

‘What I like best about my role is winning accounts, watching them grow and develop until they become part of the hotel. It’s very satisfying,’ she says.

Not that she expected less. Having spent three years earning a degree in International Tourism Management, she also paid her dues working in front office, reservations, conference and

events. The experience helped her to gain a real feel for hotel operations, which came in handy when she found herself up for a Sales Manager’s post. Along the way she was able to pick up tips from a Director of Sales and Sales Manager with whom she’s worked.

‘The beauty about sales is one day you may be at a travel exhibition, the next completing sales calls in another part of the country or even overseas. Every day is different which is another reason why I love my job!’ And she certainly works hard at it.

Large Independent Hotels/Small Groups

Which Hotel?

Free To Make Your Mark Pitching For Hotels


Feel the intimate, friendly atmosphere. You’ll love it!

Boutique hotels are expanding, which is great news. With their highly personalised service these hotels enjoy a high degree of personal loyalty, particularly from leisure guests. So when you do start working in one of these hotels expect to see your favourite guests returning again and again.

These are sometimes called ‘lifestyle’ hotels, found in cities and towns as well as less urban

areas. Some are ‘destination-led’, which means you can find them in fashionable, up and coming locations. Some are even converted warehouses or breweries, or boast a gastropub!

Boutique hotels can be independent or part of a branded chain of hotels. They are usually small and stylish, even quirky, fun and funky, offering individually-styled accommodation and ‘room concepts’. Bespoke luxury hotels can be much larger. However, both are equally focussed on individual

guest needs and most have contemporary or fine dining facilities and modern technological amenities.

These hotels have precise and confident service standards. Many provide excellent training and development opportunities, including graduate programmes and internships. Boutique hotels have become so popular that even larger chains have started to introduce their own boutique brands, such as Edition by Marriott and W by Starwood. What are you waiting for?

Who’s who in boutique and bespoke luxury hotels?

The Red Carnation Hotel Collection; One Aldwych; Firmdale Hotels which owns The Soho Hotel, Haymarket Hotel and Covent Garden Hotel, among others; The Halkin and its sister hotel Metropolitan; The Soho Hotel; Malmaison & Hotel du Vin; The Hoxton in trendy Shoreditch, the Trafalgar Hotel, owned by Hilton, and the recently opened Hotel Hebrides in the Isle of Harris in Scotland.

Liz McGivern

Human Resources Director.Red Carnation Hotels.Training & Qualifications: Catering College, On-the-Job, Chartered Institute of Personnel & Development

When Liz was 14, her mother told her she would have to work for extra pocket money. So she cycled down to the local baker’s and asked for a job, which she got, as a cleaner. Several years later, working in private healthcare, she decided she wanted more glamorous surroundings. So she applied to all the big hotels she knew, and today is one of the most respected professionals working in the luxury hotel industry. ‘I just worked hard,’ is her simple answer to how she got there.

Liz runs the HR & Training Department for the Red Carnation Collection, the first company ever to receive a Gold Standard Investors in People

Award on a worldwide basis. She personally gets involved in recruitment and employee relations issues, trains staff and gets to meet all the starters in the company. She also travels around the world to all the hotels in the group. ‘I think I have the dream job!’ she says.

At first, Liz was surprised by the fast pace which she loved straightaway. Through her job she’s also had the chance to meet so many bright and inspiring people. Then there are the perks. ‘I fully appreciate the privileges and benefits which I’ve experienced over the years like staying at the hotels and eating in lovely restaurants,’ she says.

Liz has made a point of learning from every manager she has ever worked with. In her experience sometimes you learn as much about how not to do things as you learn about how to do things. ‘It’s all about determination, hard work and attitude. In this industry, you can really achieve great heights with a ‘can do’ service mentality and a work ethic. And stick to whatever you choose to do.’ These are Liz’s top tips for success. Her own achievements could fill the pages of a book.

A Dream Job

Specially Made Luxury Hotels

Inspiring You To Achieve


Which Hotel?

Hrishikesh Desai, The Roux Scholar and Head Chef of the Brasserie at Lucknam Park, which won the 2010 Independent Hotel of the Year Catey, talks to CareerScope about his hotel career.

My elders used to ask me, ‘What do you want to do when you grow up?’ Naively, I would always answer, ‘I want to work in a 5-star hotel all of my own, without partners or shareholders.’ Little did I know that owning a hotel requires not just rigorous training, but considerable financial backing!

When I decided to join the hotel industry, I enrolled in a hotel management institute. All I can say is that whatever is taught in books shouldn’t be taken as gospel. Rigorous practical training is more important for

the formation of good, strong individuals working in this industry.

My first job on leaving the institute was as a Commis Chef in a local bakery. Now I’m Head Chef at Lucknam Park’s Brasserie, assisted by my Executive Chef, Hywel Jones. We aim to offer guests an interesting menu using the best local and seasonal produce available. I’m also in charge of the day-to-day activities including ordering, portion control, hygiene maintenance and staff training.

Overall, it’s a great opportunity for a budding chef like me, but the best part of my job is delivering the highest quality cuisine to satisfied customers as well as training the young chefs under me. At Lucknam Park we’re always working to raise standards.

Whatever your profession, you must have the right education and training for it. That way, upon entering the professional world you won’t experience any

nasty surprises or hiccups. I did my Higher National Diploma in Culinary Arts & Management at the Institut Paul Bocuse in France, which included on-the job training in different Michelin starred establishments.

While working I also participated in different competitions to see what I was capable of achieving. I was delighted to win the 2009 Roux Scholarship as it allowed me to explore a different type of cuisine in the culinary temple of chef Thomas Keller’s The French Laundry in California.

I’m very lucky to have a great chef like Hywel to mentor me and point me in the right direction. A good mentor can change your attitude and way of thinking about a job, explain why you do certain things and what this can lead to. Hywel has always done that, and sometimes he’s hard on me, but for all the right reasons. It’s because of him that I entered the Roux Scholarship and it’s

changed my life. The Roux family mentor me alongside the judges who are all well-established chefs in the UK. I think this is what the hotel industry is all about - good individuals mentoring youngsters so that the process continues. This give and take attitude is great and will help our industry prosper in the future.

This industry belongs to good, honest people who are cheerful and happy, with a positive attitude. Don’t moan about petty things. If you want to be successful, you have to work hard, have patience, and push on.

That said, I hope that in three years time I’ll have earned a Michelin star. In the end I know it isn’t about stars but how you apply what you’ve learnt, but working towards a star motivates everyone concerned to keep creating new things and to keep energy levels high.

Mission: Relaxation, regeneration, health, fitness, beauty and well-being. You’ll have your work cut out for you in a resort or spa.

With so many people trying to escape from the stresses of modern life, resorts, spas and spa-tourism have become extremely popular. Many new spas are linked to luxury hotel chains. There are a growing number of city centre hotels offering chic spa facilities. The Spa at Mandarin Oriental at the Mandarin Oriental Hyde Park is an award-winning urban spa, and K West Hotel and Spa lures travellers with busy lifestyles who are searching for tranquillity and wellness activities without losing the buzz!

Working for a retreat or resort offering

accommodation, dining, sports, conference and meeting facilities (and in the case of country retreat Lucknam Park, a state-of-the art spa and equestrian centre) means that you’ll be exposed to a whole range of job roles...with the added bonus of quiet and relaxing surroundings! In the UK many of your guests will be there to unwind on short weekend breaks. It’s a rare and precious time and they’ll be counting on you to help make it special.

A growing number of spas means there’s great demand for trained and experienced beauty therapists, spa managers and other high-calibre staff who can deliver a range of spa treatments. Are you one of them? With the proper training, a good, caring manner and people skills, you can easily progress up the ladder to management

or cross over to other areas like sales or product-training. You’ll also have the opportunity for luxury travel to far-flung places. How glamorous is that?

Who’s who in resorts and spas?

Gleneagles in Auchterarder, Scotland is one of Scotland’s most luxurious 5-star resorts; Chewton Glen in Hampshire is a fine country house hotel; Hand Picked Hotels is a privately-owned collection of 4-star deluxe country house hotels throughout the United Kingdom and Channel Islands; Donnington Valley Hotel & Spa in Berkshire offers extensive golf and spa facilities. Lucknam Park is a luxury hotel and spa near Bath. The Bath Priory is equipped with a luxury spa and advanced fitness centre while its sister hotel Gidleigh Park in Devon features unique spa suites.

Resorts And Spas

Lucknam Park is a luxury 42 bedroom country house hotel located six miles from Bath. The hotel has numerous awards including Five AA Red Stars, a Michelin Star and is a member of Relais & Châteaux.

We look for outstanding passionate people to fill a variety of positions within our team from kitchen to restaurant, reception to housekeeping, and spa beauty to leisure. If you would like to be a part of our dynamic team, or for further information about our current vacancies please contact: Lucy Warman, Personnel & Training Manager

What we look for in you...Outstanding customer service skillsPrevious hotel / restaurant / bar / spa or similar experienceA friendly and professional natureGood organisational & communication skillsAn excellent eye for detailFluent in English language

What we offer you...In return we offer an attractive salary, 28 days holiday, meals on duty, discounts on restaurant dining, horse riding, spa treatments and spa products and the opportunity to stay in other UK Relais & Châteaux properties at discounted rates. Loyalty benefits after qualifying service include complimentary accommodation for friends and family, private healthcare and additional holiday days.

Lucknam Park Hotel & Spa, Colerne, Chippenham, Wiltshire SN14 8AZ, EnglandTel +44 (0)1225 742777 Fax +44 (0)1225 743536

Email [email protected] www.lucknampark.co.uk

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

A Star In The Making

Which Hotel?

20 WWW.CAREERSCOPE.UK.NET

Which Hotel?

As long as the demand for hotel accommodation continues – this is after all a ‘rooms business’ – there will be space for anyone with the passion and enthusiasm required to make sure guests enjoy their stay.

The hotel industry is truly unique in offering young people so many

different career paths to choose from. Of course you can work your way up to a management and leadership role in the one area you enjoy most and which you think makes the best use of your talent and experience.

But if you have the itch to spread your wings, provided you work hard to top up your skills, nothing should stop you from

one day moving into a totally different role. You could move from a back of house position into a customer-facing one and vice versa. Variety is the spice of your hotel career!

Saying that, could there be roles within hotels that you simply don’t know enough about so haven’t considered? Did you know, for example, that housekeeping, the

division which looks after rooms – the heart of a hotel and also its largest revenue generator – is crying out for bright, ambitious young people? In fact the role of Executive Housekeeper is one of the most senior positions of any hotel. Now that’s something to aspire to.

There’s a challenge! Seize it!

It’s hard to imagine an industry more willing to welcome so many different people with such an assortment of skills and backgrounds than the hotel industry.

Room for all

Job Roles


At Park Plaza Hotels, we prideourselves on our service. When youwork for us you will benefit frombeing part of a fast-growing,innovative and dynamic businesswhere all employees are encouragedto bring their own individualstrengths and passion to the team.

At Park Plaza Hotels we empowerour staff to put their own individualfingerprint on our services.

If you’re passionate and are lookingfor a new opportunity, why not applyfor a role in one of our hotels inLeeds, Nottingham or one of our fiveLondon hotels.

In return, we will give you competitiveemployee benefits and the opportunityto learn and develop by creatingindividual development programmeson both a personal and professionallevel.

To find out more and to apply for a position visitparkplazahotels.net/careers

Inspiring Our Guests ThroughIndividuality & Passion.

Passionate?We are.

PPWB_HR Advert v4_10319:Layout 1 7/6/10 17:30 Page 1


Exciting extrasInitially the perks of your hotel job could be as attractive as your salary. Your prospects of earning a lot more increase dramatically as you gain skills, experience and move up the career ladder.

Naturally, the type - and full extent - of the benefits you’ll receive would depend on the company you work for, but here’s a flavour of some of the benefits that could be in store for you:

staff accommodation• bonus schemes• heavily discounted • accommodation for you, family and friendsdiscounted hotel • restaurant mealsmeals on duty• subsidised taxi rates• discounts with local shops• health care benefits• confidential employee • assistance/help-linestraining and development • programmessponsorship towards • college course feesuniform, cleaned and ironed •

You may just be starting your hotel career, but it’s never too early to think about what paths and opportunities will be open to you in the future. After all, that’s what having a career is all about - developing, growing and aiming high!

What you should know is that the number of supervisory and management roles – and the layers between them - depend on the hotel’s size and the extent and nature of the services it offers.

For example, limited service hotels – some boutique hotels, small independent or budget hotels – tend to have ‘flatter’ departmental structures, where the General Manager will also have first-line ‘hands-on’ contact with guests and staff as well as responsibility for planning and organising the activities of different departments.

By contrast, larger hotels, with more services (especially the ‘luxury’ or ‘exclusive’ 4 and 5 star hotels and hotel groups) will have many more management

levels or hierarchies as well as departments, and the reporting structure will be much more formal. For example, the Executive Head Housekeeper would have a deputy who is in turn in charge of supervisors, and so on. And it’s not unusual for some hotels to have a Managing Director above the post of General Manager. Many of the larger branded hotel chains are also grouped into ‘clusters’ covering two or more hotels in an area or region with a Regional General Manager overseeing a number of hotels. Likewise, certain specialist functions may also be assigned to look after clusters of hotels and you may find a demand for Cluster Revenue Managers or Cluster HR Managers.

It’s important to remember hotels are quite unique in offering you the opportunity to learn about different operational roles and functions as well as gain a deep knowledge and understanding of a specific area. You’re on your way!

Adam FlintGeneral Manager.Birmingham Marriott Hotel.Training & Qualifications: Marriott Graduate Trainee Voyage Programme

Adam Flint’s goal was to be a General Manager by the age of 30. He missed it by only a few months, but he was clearly on his way when he won an Acorn Award in 2004 as one of the hospitality industry’s most promising young talents.

In 1999, during a work placement with Marriott International in Florida, he fell in love with the company culture. He then chose to embark on the 2-year Marriott graduate trainee Voyage Programme, especially tailored to give independent thinkers the skills to shape the industry.

Adam seized every opportunity presented to him during the

programme. ‘You needed high energy levels because of the long days,’ he recalls. But what was most interesting was the chance to meet new people with similar interests. ‘I made some great friends who I still keep in touch with, including my mentors. Some have supported me when I’ve needed contacts for certain areas of the business.’

Even for graduates, it’s not an effortless climb to the top. ‘You have to get the buy-in of your colleagues and lead by example,’ Adam says. ‘At Marriott, if you work hard and display the right kind of enthusiasm, then the world is your oyster!’

He thinks his future with Marriott looks bright. It took just ten years to reach his goal. He was clearly hard-working, motivated and people-focussed - all the qualities that made Adam the perfect candidate in the first place for Marriott’s powerful Voyage Programme.

The Well-Trained Graduate

General ManagerTop GMs expect to earn from £80k up to a six figure salary

Responsible for the smooth day-to-day •

running and operations of the hotel.

Ensures high levels of guest satisfaction, •

commercial success and profitability.

Creates and communicates a clear vision for the hotel. •

Leads and motivates management teams •

and staff; plans departmental budgets

Room for every profession...In the middle and at the topIt’s never too early to start thinking of the paths open to you if you pursue a hotel career.

There’s more to hotels than meets the eye. Hotels provide a real option and buzz for someone pursuing a career in specialist areas that are also found in other industries. For example, positions in Finance, Sales and Marketing, PR, IT, HR, Training and Development, Web Design, and even Maintenance and Engineering. Smaller hotels will offer you the excitement of dipping into a number of these functions as part of your job. Larger hotels and hotel groups with more services, facilities, and staff, normally have people focused solely on these specialist areas, situated in-house or at head office or corporate headquarters.

Who’s in charge? Ultimately, the GM is responsible for the overall running of the hotel. GMs make sure that the hotel delivers everything it says it will to guests, to hotel owners and of course, to the community.

General Manager

Job RolesJob Roles

Andrew StembridgeManaging DirectorChewton Glen

Andrew won the Hotelier of the Year 2010 sponsored by Casna.


What would a hotel be without rooms? Cecilia Rydstrom FIH explains the vital role Housekeepers play.

Housekeeping is the biggest department in the hotel and the greatest revenue producer. Cleanliness and comfort are what guests look for when staying in a hotel. And who provides that? Housekeeping!

It can be a brilliant career in itself or a valuable stepping stone to Room and General Management. I should know. During my hotel management training I spent four months in Housekeeping under the supervision of an Executive Housekeeper and her Deputy who taught me the importance of standards, routines and how to run

an efficient department. As a trainee I was given a variety of opportunities as well as responsibility and insight into what is involved in the department. Later on in my career I joined The Savoy Hotel, London as Lady Superintendent (Executive Housekeeper) where I was part of the senior management team.

I then moved on to Executive Housekeeper of The Mandarin, Hong Kong where I was responsible for all aspects of the Accommodation Services (545 bedrooms), public areas and laundry operation, providing comfort and service to busy

travellers of different nationalities and all walks of life. The job also included departmental training and development of 200 staff and being involved in room projects. It was a fantastic opportunity to practise people management, operational and leadership skills.

My next move was to the newly created position of House Manager (Rooms Division) at The Ritz London. It was the perfect progression up the ladder. I had responsibility

for the operation of the Front Office, Porters, Housekeeping, Switchboard and Maintenance liaison. After four years, I was delighted to be offered the position of General Manager of The Elms Hotel at Abberley, a country house hotel in Worcestershire.

Now I train and develop hotel staff, and one of my programmes is ‘The Importance of Housekeeping’. It really is an essential part of any hotel.

Meet The ‘Keepers’ Binh TranhDirector of HousekeepingFour Seasons Canary Wharf, London

Why hotels/housekeeping: The multi-cultural aspect that gives you the opportunity to learn from different backgrounds and meet people from all over the world. It’s also an industry that teaches you to achieve your goal as a team.

Training & qualifications: Housekeeping Management, Front Office, Sales & Marketing via Distance Learning, In-House training courses such as ‘Leading and Motivating’, ‘Breakthrough Standards Performance’, On-the-Job

First job: Room Attendant

Mentor: A number of managers/mentors throughout my career who taught me a great deal about the hotel business, especially Housekeeping. They encouraged and inspired me to see how important the Housekeeping Department is and its contribution to the hotel business.

Greatest achievement:I came to this country with nothing and now I am a Department Head in a very respectable hotel.

What I would say about this role/industry: Housekeeping is the threshold of the hotel business. Having a good knowledge of

Housekeeping gives employees a great understanding of this business and it will help them further in their career.

Some activities on a typical day: Check hand-over and get an overview of current staffing and adjust as required, attend team briefings and hotel operations meetings, brief supervisors, deal with contractors, cost control of labour and expenses, coach employees

Top Tips:Maintain a positive attitude in every situationBe willing to learnLearn to work in a team

Saut HutabaratAssistant Director of HousekeepingFour Seasons Canary Wharf, London

Why hotels/housekeeping: The challenge of meeting different guest expectations on a daily basis and managing employees with different backgrounds.

Training & qualifications: High School, English course, On-the-Job training including conflict resolution, complaint handling, managing people at work

First job: Room Attendant

Mentor:The current Director of Housekeeping in Four Seasons Langkawi, Malaysia. She is caring, pays attention to detail and is an excellent problem solver.

Greatest achievement:My present job role

What I would say about this industry: An excellent place to learn about consistency, time management and people management, and how to provide excellent service to guests.

Some activities on a typical day: Check staffing for the day, follow up issues, morning meeting with employees and all departments, rooms inspection, walk-through all areas, paperwork, inspection of supplies, prepare for next day

Top Tips:Pay attention to detailBe flexible – every day brings different challengesBe guest-orientated

‘Housekeeping...involves all areas of strategy, sustainability, politics, HR and huge financial acumen: her budget was £1.7m. This shows how much of a contribution housekeeping can

make to the bottom line in terms of cost savings, department efficiency and guest satisfaction’ MJ Flanagan of learnpurple, blogging on Jumeirah Carlton Tower Executive Housekeeper Ann Britton’s presentation at Springboard’s Room to Change conference in London

Discover a Career in Accommodation Management

Job Roles


Front Office Manager or Front of House ManagerUp to circa £45K

In charge of reception and switchboard •

Welcomes guests and handles any complaints •

Supervises reservations and allocation of bedrooms with Executive Housekeeper •

Monitors customer and till accounts •

Applies sales strategy to maximise occupancy and average room price•

Co-ordinates reception team and concierge (in larger hotels)•

Reception

Executive HousekeeperUp to circa £40K

Contribute to guest comfort by ensuring the daily cleaning •

and tidying of all hotel bedrooms and any public areas

Plan and coordinate the activities of housekeeping •

supervisors and their crew

Coordinate inspection or inspect assigned areas to ensure standards are met •

Apply human resource management skills, such as hiring, •

training, scheduling and evaluating performance

Complete financial management tasks, such as •

setting and adhering to a budget

Handle administrative tasks•

ConciergeUp to circa £25K

Provides accurate •

information to guests

on hotel services,

entertainment,

recreation facilities,

restaurants, luggage,

transport, sightseeing

Leads a team of •

assistant concierges,

porters, valet

parking assistants

Forms, trains and •

nurtures a strong team

Possesses high levels •

of general knowledge

Ambassador for hotel •

and the profession

Zoe Cooper

Head of HousekeepingSheraton Grand Hotel and Spa, Edinburgh

Why hotels/housekeeping: An inspiring mentor encouraged me to pursue this career path

Training & qualifications: GNVQ Advanced in Hospitality Management, SVQ Level 4, Management Training Programme

First job: Trainee Housekeeper

Mentor: An Executive Assistant Housekeeper who provided invaluable advice and with whom I could discuss ideas.

Greatest achievement: Winning the President’s Award at the Sheraton Grand.

What I would say about this role/industry: I get a buzz from waking up to a different day, not knowing what it will bring. It’s always great to know you have exceeded guests’ expectations, and that they want to return. The industry is like a home away from home and it’s a fantastic way to travel and see the world.

Some activities on a typical day: Look at rooms available and catch up with colleagues on allocations, walk round with linen supervisor, check rooms throughout morning, catch up with room attendants, attend daily operations meeting and department briefs, recruitment and training, guest contact..

Top Tips:Expect long hours at the start, but it will be rewardingA friendly smile goes a long way, as does the willingness to help othersBe open-minded as each and every client has different expectations.

Head Receptionist

Up to circa £20KLeading reception •

team

Checking guests •

in and out

Converting enquiries•

Practising excellent •

guest relations

Drawing up invoices •

Processing payments•

Front Of HouseThese are marvellous, customer-facing roles that call for warmth, resourcefulness and the ability to think on your feet. These roles have impact. They give the first and last impression of your hotel.

Job Roles


Robert Head Food & Beverage Services ManagerRamada Ascot, Royal BerkshireTraining & Qualifications: Various courses through Ramada Jarvis, On-the-Job

The historic hotel that started life as a home of the Churchill family has its fill of grand weddings.

Making sure they’re well-run is just one of Robert Head’s many responsibilities as Food & Beverage Services Manager of the Ramada Ascot, Royal Berkshire. Not only does he look after conferences and events, but also the bars and beverages.

‘It feels great when you’ve made someone’s wedding day so special, or hosted a conference that’s gone without a hitch,’ he says. ‘I’m also passionate about watching others learn and develop.’

His first job working in a karting track whetted Robert’s appetite for the service industry. ‘I made an effort to learn as much as I could about the company and how a business operates. This gave me the passion for customer service I have today,’ he says.

Before entering the hotel industry, he worked in a bar for three years. A meeting with the Operations Manager of a Ramada Jarvis near where he lived drew him in; the manager made hotel life sound interesting

and different. Call it fate, but these days his role model and mentor is the Operations Manager of the Ramada Ascot, Royal Berkshire. ‘Mark James has always given me great advice and support. If I can be as successful as him, I would be very happy.’ Robert says an open mind is crucial for success. ‘You never know what will happen as the industry is forever changing, but if you’re open-minded, nothing can stop you.’

Andrew EstevesFood & Beverage Supervisor.Four Seasons Hotel Canary Wharf.Training & Qualifications: Degree in Hotel Operations, Bachelors Degree in Business Administration (Finance), various diplomas

One day Andrew Esteves would like to have his very own beachside lounge bar. He is currently the Food & Beverage Supervisor of the elegant Four Seasons Canary Wharf. Whether he works a day or night shift, these days Andrew is content to be part of the team responsible for the hotel’s reputation for award-winning cuisine. But he aspires to head a department for Four Seasons someday.

Back home in Mexico City, his parents run a coffee house where at 16 Andrew was already preparing all food orders and desserts in the kitchen. A few

years later, he began managing all aspects of the business with his mother, including inventories, costs, staffing and procurement. ‘It was a great training job,’ he says.

Andrew’s parents gave him their full support when he announced he wanted to pursue a hotel degree in the ‘Old World’, in this case Switzerland’s famed Les Roche. Now firmly planted in the industry, Andrew gets his biggest buzz during the few hours before a major event at the hotel. ‘Everyone is busy, and because these are very important dates for our guests, the feeling

of giving them the perfect day is very rewarding and exciting.’Andrew echoes his peers about the importance of being flexible and open minded. ‘You also have to network,’ he adds. ‘Meet and stay in touch with as many people as you can.’ He believes the industry holds immense opportunities for those who want to hone their skills for anything they might wish to do someday. ‘It’s a great place to learn about yourself, and one of my mentors inspired me to always be open and friendly, which I hope I am,’ he says. Future clients of his lounge bar should expect nothing less.

Serving Food And Drink...

Keeping Busy In The Kitchen...

Head ChefUp to circa £100K

Responsible for all kitchen produce•

Co-ordinates distribution of tasks among team•

Prepares all menus in co-operation •

with Restaurant Manager

Checks customers are satisfied by being •

present in restaurant at mealtimes

Ensures staff motivation and training •

Manages and controls costs of raw materials •

Commis ChefAssists Cook or Section Chef in preparing meals•

Cleans and tidies area•

May stand in for superiors when •

they are absent or on leave

Food and Beverage ManagerUp to circa £35K

Ensures service delivery at every ‘point of sale’ •

in the Food and Beverage Department

Supervises and co-ordinates department •

Ensures regulations are met •

Optimises the use of food, drink and the ‘supply chain’ •

Restaurant ManagerResponsible for the image of the •

restaurant and increasing its sales

Organising the restaurant team •

Staff management including recruitment, •

training, monitoring customer service levels

Maximising restaurant occupancy and profitability•

BartenderWelcoming and advising customers •

Preparing and serving drinks and cocktails •

Organising bar•

Managing bar stocks and supplies •

Looking after customer billing •

Head WaiterUp to circa £20K

Works closely with the Restaurant Manager, •

assisting in day-to-day running of restaurant

Leads and motivates team of waiters/waitresses, •

Organises staff, table plans•

Food And DrinkA hotel can be even more successful if its restaurants, cafes, lounges, bars and even room service enjoy a great reputation. They help many good hotels to attract non-residential guests - a big boost to business!

Job Roles


Fulfilling A Personal GoalJulie AlkoferAssociate Director of Catering.Four Seasons Hotel Canary Wharf.Training & Qualifications: Hotel Management Diploma, On-the-Job

The Four Seasons Hotel Canary Wharf wows guests with its spectacular views of the River Thames. And when its cuisine is making waves for its guests during conferences and events, Julie Alkofer will have something to do with it.

Julie’s first ever full-time job was as a waitress at the very same hotel where she is now Associate Director of Catering.

She credits her passion for food and hard work for her success, but being focussed on her personal goals helped too. Even at 17, having obtained her French Baccalaureat, she knew she wanted a hands-on career where experience and skills were as important as academic achievement. Before enrolling at L’Institut Paul Bocuse, led by the famous Michelin starred chef, she managed to secure a two-week placement in a 5-star hotel in Paris. She was on her way, and before joining Four Seasons enjoyed placements as a waitress, in room service, the kitchens and housekeeping.

She still can’t believe she was once the recipient of an Acorn Award given to the UK hospitality industry’s young high fliers. ‘I worked really hard on my written

essay and was never satisfied by the result. Nonetheless, it seems to have worked!’ she says.

Today, Julie enjoys handling the various pressures of her job and juggling multiple priorities. In the end, what counts to her is outperforming guests’ expectations and seeing the satisfaction this brings.

‘Be humble when you start in this industry,’ she advises. ‘Learn by observing and don’t be put off by starting at a junior level. It’s the best way to progress. Find a role model you can look up to, and talk to. And make sure to follow one direction. This is a demanding industry, and it’s easy to be diverted from your personal goals.’

Gregor ForbesRestaurant Manager, Hadrian’s BrasserieBalmoral Hotel Edinburgh Training & Qualifications: HND Hospitality Operations and Business Management, On-the-Job

Gregor’s first job was as a lifeguard at a leisure club owned by a large international hotel chain. By the time he turned 28, he’d already run a small hotel and started his own catering business. But he wanted even more, and moved to Edinburgh where this year he was promoted to Restaurant Manager at the stylish Balmoral Hotel.

For Gregor, the working day begins at 7am with the morning

team briefing. He always makes a point of saying good morning to each member of his team and the kitchen staff individually. Then he checks everything, from the tables to the buffet to the VIP list, a ritual repeated before lunch and dinner service. He makes sure he is present at breakfast, lunch and at least the start of dinner.

He attends a daily Food & Beverage meeting and afternoons are generally spent on a range

of activities, from meetings to training to wine tastings. Before dinner he checks with his Assistant Manager or Supervisor on the evening’s reservations.

‘The key is to be organised,’ says Gregor. ‘If I’m not here, I make sure there is sufficient cover to cope with every eventuality. If not, there’s only one person to blame.’

As Head Chef of The Cavendish, London, Nitin is in charge of running the hotel’s day-to-day kitchen operations. Like many top chefs, he’s passionate about the environment, making sure his kitchen sources sustainable produce from British farms and even applying for Gold Accreditation from the Sustainable Restaurant Association.

Nitin knew that being a chef would mean working long hours,

but he was always fond of cooking and determined to work in the hotel industry. He started out as a kitchen helper, peeling and cleaning onions and potatoes but his ambition to be a Head Chef one day spurred him on.

‘I guess all chefs have to start with these things at first,’ he says. In three years he hopes to be the Executive Chef of a prestigious hotel. He’s practising what he believes - that to be successful one has

to have high career aspirations and a positive attitude. Nitin also believes in working smart, and that to get what you want, you must ask for it.

He considers his manager, Chris Penn, a fantastic mentor. ‘He’s my idol and always motivating and empowering me to do my job better, leading me in the right direction. Because of him, my aspirations seem achievable, and I always try to pass on this encouragement to my team.’

Conference and Banqueting

ManagerUp to circa £35KOrganises and •

monitors the quality

of customer events

Supervises food and •

beverage services

Manages reservation •

schedules

Recruits, manages •

and motivates team

members; prepares

annual budgets

of department

Job Roles

Nitin PadwalHead Chef.The Cavendish, London.Training & Qualifications: 3-year Hotel Management College course, On-the-Job

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Health Club ManagerOverall responsibility for all aspects •

of the health club operation

Ensures that the club is •

adequately staffed at all times

Responsible for achieving •

membership targets

Maintains staff welfare •

and morale and effective

communication with all other

departments within the hotel

Ensures club remains compliant •

with Health and Safety

policy, financial audits and

employment legislation

Handles training and development •

within the club

Spa ManagerUp to circa £25K

Responsible for managing, •

supporting and motivating

the team to deliver the

guest experience

Initiates, implements and monitors •

processes and procedures to

ensure the effective operation,

development and profitability of

the spa.

Beauty TherapistProvides beauty treatments •

to all guests and members

of the leisure club

Ensures hotel quality standards •

are maintained whilst

achieving maximum revenue

and guest satisfaction

Fit For The JobSam DudgeonSpirit Health Club Manager.Holiday Inn Rochester.Training & Qualifications: Degree in Sports Science, On-the-Job, internal qualifications

Sam Dudgeon may manage a health & fitness centre complete with indoor swimming pool, sauna, jacuzzi, steam room and gym, but that isn’t all. While he spends his typical day carrying out pool tests and gym inductions, he also has lots of opportunities to interact with customers as well as responsibility for membership and the financial side of the business.

‘As a Health Club Manager, I have a customer-facing role where service standards should be consistent with the levels customers expect from our company,’ he says. ‘I would advise anyone who wants to enjoy success in this line of business to be observant and pay attention to detail. Don’t expect it to be all fitness work.’

When he first applied for the job, armed with a degree in Sports Science, Sam didn’t realise that the Spirit Health Club with its 600 members was actually part of the Holiday Inn Rochester. Now Sam says that the best thing about his job is knowing he’s part of a successful, award-winning operation. He also appreciates the support he gets from the hotel side of the business.

Another club manager helped him develop into the role without much difficulty, acting as an informal mentor. One day Sam hopes to take on an even bigger role, and with IHG he should have plenty of room to grow.

Help add vitality to one of the most significant parts of a hotel!

Running The Health ClubVictoria Devine

Spa Manager.The Balmoral Hotel, Edinburgh.Training & Qualifications: In-house supervisory & management courses, first aid, WSET Food Hygiene and others, M.A. in English Literature.

Someone once said that literature is a luxury, and having earned her masters degree in English Literature at prestigious Edinburgh University, Victoria Devine would surely have been seeking further

treats. It seems she’s found them in the hotel industry. As Spa Manager at Scotland’s 5-star Balmoral Hotel, Victoria helps create a sumptuous sense of well-being for guests through a range of luxurious spa treatments. She loves her job’s flexible shift patterns, interesting environment, and large and varied customer base. ‘I also like the excellent discounts!’ she says.

Victoria credits on-the-job industry training for having helped her most in her professional development. Her first proper job was as a hostess at The Bollinger Bar of the hotel’s Palm Court. She considers her most recent promotion her biggest achievement so far. ‘I often look back over the last three years at

how much I have learned and how far I’ve come,’ she says. ‘I now manage a department of my own, I make decisions daily that directly affect the business, and I can create real change. It’s a wonderful challenge that brings with it a great sense of reward.’

She would like to think that she can become a General Manager one day. She knows very well that if she is patient and continues to work hard, her dreams can turn into reality. ‘When I just started, someone told me something I will always remember,’ she says. ‘He said don’t wish for too much too soon and never go less than 5-star. It’s guided me throughout my career.’

A Masters In Well-Being

Job Roles


David Gale

Human Resources & Development Manager.Holiday Inn and Crowne Plaza.Training & Qualifications: CIPD, On-the-Job

David’s job has him covering HR and Development for no less than six IHG hotels in Central London, so he always aims to start work early at 7am.

The first two hours are sacred: managing emails, focussing on priorities and planning. After that, work varies immensely from day to day, and he’ll roll his sleeves up to deal with all kinds of HR-related activities, from recruiting to training, coaching, handling employee relations and managing payrolls. ‘There are always challenges to work on,’ he says.

His qualifications from the Chartered Institute of Personnel & Development (CIPD) are

important, but learning on the job has proven invaluable. ‘My CIPD course gave me a solid background into the theory of HR, but most of my learning has come from the practical experience of dealing with the human side of the business while on the job,’ he says.

David entered the hotel industry as a barman, a temporary assignment that led to a full-time career. ‘I really enjoyed meeting guests and getting to know the people I worked with. When I was given the opportunity to progress to a more senior role, I decided to stay in hotels.’

After ten years in F&B operations, IHG gave him room

to grow. He made the switch to his first role in HR, where an inspirational Director of Training encouraged him to come out of his comfort zone and experience different ways of approaching and managing situations and people.

There was a time when David perceived hotels as formal places where work could be stiff and regimented. But experience has taught him differently. ‘In fact, it’s been great working in contemporary hotels with an informal atmosphere and relaxed service style,’ he says, ‘The main thing is your dedication to delivering consistent quality in everything you do.’

Human Resources, Learning & Development

Identifies, co-ordinates, delivers and evaluates training •

and development opportunities and programmes

Develops training plans and assists in the preparation •

of training budgets for managing teams

Recruits new staff, also for work placements•

Revenue ManagerUp to circa £70K

Seeks out opportunities for sales and maximising business•

Builds strong working relationships with •

existing clients and accounts

Works with team to meet and exceed revenue targets•

Making A DifferenceAre you keen to have a real say in how people are trained and developed? A sharp head for figures and systems? Here’s the opportunity use your analytical brain to maximise profits for your hotel...what a way to shine!

Neil Braude

Director of Revenue.The Cavendish, London.Training & Qualifications: Diploma in Hospitality Management, On-the-Job

Neil’s grandparents owned a hotel in Cape Town before he was born. ‘Maybe hotels are in my blood,’ he says. But what he thought was just going to be a nice, easy job walking around talking to people turned out to be a vocation involving hard work and long hours. It can’t be too bad. Neil hopes to one day become the General Manager of a small London property. Maybe it’s the three ‘really good’ GMs he credits with guiding him through his career.

For now, Neil holds the key position of Director of Revenue of the 4-star Cavendish, London, essentially deciding the best price for a room at any given time using the hotel’s electronic revenue management system.

‘My role has changed a lot in the last 18 months due to the economy as we can’t rely on people coming to London just because it’s a great city. So I get involved in the marketing of the hotel including dealing with the online travel agent, ebookers.com, to discuss promotions we can add to their website. I also work with the Sales Team and of course, our Operations Team, who should know how many guests to expect so they can have the right number of staff ready to meet their needs.’

Changing technology is what makes his job so exciting. ‘Revenue is influenced by technology, through websites and even iPhone apps. All this is changing the way hotels do business, and it’s a great time to be involved.’

Job Roles


Security FirstJim Everett

Security Manager.Crowne Plaza London – The City.Training & Qualifications: Security Industry Authority licence

An enlightening chat with a hotel security officer whisked Jim Everett away from the world of nightclub security to the arena of upscale hotels.‘He talked to me about a job which I then successfully applied for. From there my hotel career just took off,’ he recalls. Now Jim is the proud Security and Fire Life Safety Manager of the sleek 203-bedroom Crowne Plaza London – The City, a favourite among well-heeled business travellers.

His first taste of hotels was at the Savoy, where he rose to become Security Manager. When that closed for refurbishment, he moved to the nearby Crowne Plaza – The City. He hopes to one day hold a regional security and health and safety post.‘I like working with my team and the chance to work with

other departments best,’ says Jim. A typical day finds him managing e-mails, attending hotel briefings, conducting security and health and safety audits, undertaking security patrols and managing his team.

‘It’s important for people entering this industry to be dedicated, loyal and open-minded, but the key quality is passion for what you do.’ Jim knows what it takes to keep them, and guests, feeling safe and secure.

IMAGE © RED CARNATION HOTELS

Security & IT RolesEvery job in a hotel makes a difference. Sometimes guests don’t see the most critical ones, such as Security or IT Managers. But they too hold things together and keep everyone safe and connected!

Security Manager

Ensures the smooth and •

efficient operation of

the Security Department

Ensures all related fire, •

emergency and Health

& Safety procedures

are adhered to

throughout the hotel

Maximises the •

prevention of crime

Ensures all colleagues •

have sound knowledge

of hotel security

procedures

David Hopkins

Regional IT Manager.Park Plaza Hotels Europe.Training & Qualifications: ITIL, Microsoft MCSE and MCSA, Prince2 Project Management

David Hopkins starts his day like any other IT Manager, with a little prayer that nothing will crash. On his desk, among the items demanding his care and attention are details of telephone and communication services and solutions. Later he’ll attend product demonstrations, supplier account reviews and project and team meetings. As Regional IT Manager of Park Plaza Hotels Europe, David oversees all IT operations in the UK.

‘My role is quite varied with opportunities to work with almost all departments within the hotels,’ he says. ‘I enjoy being able to interact on so many different levels with guests, staff and management while helping to deliver solutions that benefit both our customers and our business.’

He hadn’t planned to pursue a career in hospitality, but within months of starting his first hotel job, he was offered a supervisory role in F&B later moving into operations management. Still unsure of which career path to follow, he welcomed the chance to work in different departments. After taking on Sales and Account Management Roles, he finally decided on IT.

Don’t underestimate the importance of the role. ‘I was amazed by the tremendous amount of planning, preparation and organisation being done by support and operational departments to deliver the services so many enjoy when visiting a hotel,’ he says.

David is impressed by the amount of effort and commitment hotels put into training and development. ‘Throughout my career there have always been training programmes in place to ensure I was provided with the knowledge and skills to do my job, from statutory courses to skills and management development courses,’ he says.

Training opportunities aside, David believes one has to be prepared to work hard from the start, and keep up with the trends and changes in the industry. ‘Being organised and prepared can ensure your ability to deal and implement change when it comes,’ he says. Somehow you don’t think many systems would crash around him.

IT Manager

Supervises the resources and activities of •

a specific IT function or department

Coordinates services between the data •

processing area and other user departments.

Looks after data centre operations, network services, •

application development, systems administration,

telecommunications, and customer support.

There are so many more job roles to choose from, this is just a taster to give you an idea of the diverse opportunities you’ll find in hotels. Again, choose the job where you can shine. You may not find out until you get some actual work experience what job role suits you best, so keep an open mind!

Wired For Success

Job Roles


Succeed

Attitude says it all

Untitled-30 1 22/10/10 15:00:43

Your attitude is by far your most potent attribute for jump-starting your hotel career.

If you’re driven to work hard to meet the standards laid down for great guest service, and if you’re willing to work with others and go that extra mile to achieve

the hotel’s vision, there’s no limit to how far you can go.You may be at school, college or university and aiming for that first job. Or you may be returning to work after a period of absence, or looking to make a career change. Maybe you’ve been unemployed for a while, and are now ready to take the next big step and re-enter

the job market. If you think you have the right attitude, personality and ambition, then you could have a bright future in the hotel industry.

It pays to be preparedJust as it’s never too early (or too late!) to start looking ahead to where your hotel career will take you, it’s always a wise move to

start building up your skills and knowledge as soon as you decide that this could be the career for you.

So when you do go up for that exciting job in a hotel whose character suits your personality and ambition best, you’ll be able to present a confident, winning package that can’t be ignored.

Get ready to succeed!There are a range of options available to you.Whether you’re in school, college or at university, or already in a job, there are ways you can learn more about this exciting and rewarding hotel industry.

Opportunities range from work experience to summer school programmes, from

graduate placement schemes to vocational courses leading to professional qualifications.

There are a range of valuable learning routes, including gaining a formal qualification, which can help you to jumpstart your hotel career. Don’t ignore them. If you’re serious about a hotel career, you should do all you can to learn more about the industry. That way, you’ll gain the respect of

prospective hotel employers.As you will see from the summary table overleaf, there are routes for every point of your life

Have a look at the example learning routes and qualifications. The qualification levels indicated are as set in England and Wales (not Scotland) as of March 2011.

Start via a hospitality course at a college or university to gain the theoretical knowledge mixed with practical sessions. Try to work in hospitality companies to gain practical experience, and then look to join a company that will offer a corporate or management training programme.

Michael Gray, UK Area Director, Hyatt International

WWW.CAREERSCOPE.UK.NET 41 WWW.CAREERSCOPE.SPRINGBOARD.NET / 41

Route/Qualifications Where You’ll Be Learning Description

School College Uni WP

Springboard‘s FutureChef (12-16 year olds)

Four-staged culinary programme helping • young people learn to cookMentoring from Professional Chefs•

Young Apprenticeships (14-16 year olds; Years 10 & 11)

2-year programme where pupils can study vocational • qualifications at college/training providers and in the workplace rather than just in a traditional classroom setting. Can lead to a Level 2 hospitality qualification, • equivalent to 5 GCSEs, a BTEC First Diploma or NVQ/SVQ in Multi-skilled Hospitality Services at Level 2. Apprentices undertake 50 days of work experience • in a working environment, including hotels.Successful Young Apprentices with good • GCSEs can go on to do A levels

Diploma(14-19 year olds)

For 14-19 year olds, designed by employers, • educators and other ‘stakeholders’Three levels of achievement: Foundation (Level 1), • equivalent to 5 GCSEs, Higher Level (Level 2), equivalent to 7 GCSEs, and Advanced (Level 3), equivalent to three and half A-levels and a key route to higher education and for recruitment into the industry Enables you to take other qualifications alongside • the hospitality-focussed ‘principal learning’ plus work experience, skills and a project, so that you can combine vocational content with rigorous theoretical learning. This will give you a real insight into work and help you to make decisions about your future direction

GCSEs GCSE Hospitality & Catering – coverage includes skills • in food preparation and service, hospitality skills GCSE Hospitality – coverage includes structure of • industry, accommodation, food and drink preparationGCSE Leisure & Tourism – coverage includes aspects • of hospitality and accommodation operations

Springboard’s Summer School Programme(16-25 year olds)

Three weeks during the summer holidays to gain valuable • experience within hotels and work focussed training courses

Apprenticeships and Advanced Apprenticeships(16+ year olds)

Qualifications from Level 2 up• An alternative route to higher education• Uses work place experience as evidence • to complete a variety of modules Earn while you learn•

Foundation Degrees(18+ years old)

For example:Hospitality • Business ManagementHospitality • & Events ManagementCulinary Arts • Management

Very flexible, work-related qualifications offered by • universities in partnership with higher and further education colleges in England, Wales & Northern IrelandFull-time course usually takes two years, • part-time takes four yearsWork-based learning forms important part of • degree and you learn to develop technical skills as well as academic knowledge.Good route to an honours degree or • further professional qualifications

‘The mark of the professional is vital in this job market’

The most important challenge for someone who wants to become a manager in this remarkable industry is to quickly establish yourself as a committed and ambitious individual who is eager to learn, yet humble enough to realise you don’t possess all the answers!

A willingness to engage in all aspects of the business, a deep thirst for hard work, and a ready sense of humour are all essential elements of the manager’s tool kit. Sadly, these are not always readily available, and some people have to work at developing these attributes. These are the initial challenges which have to be overcome if one is going to enjoy a career in the

industry. There is an old Army saying which encapsulates this quite succinctly: “If you can’t take a joke, you shouldn’t have joined”!

Belonging to your industry’s professional body, the Institute of Hospitality, will help demonstrate your commitment to high standards and your willingness to live and work within a respected code of conduct. More than ever before, this mark of the professional is vital in a job market where high standards of management and leadership are increasingly in demand by employers.

Membership of the Institute of Hospitality not only indicates professional recognition for the individual through use of the exclusive designatory

letters after your name, but it also provides a wealth of services and resources designed to support the hospitality manager throughout his or her career.

We have a long and distinguished history dating back 70 years. The Institute of Hospitality used to be known as the Hotel & Catering Institutional Management Association, or HCIMA. Our new name says exactly who and what we are, which is the professional body for managers – and aspiring managers – working in the hospitality, leisure and tourism industries. We now have over 10,000 members in the UK and in more than 100 countries worldwide.

The Institute has developed a new set of management qualifications and awards

designed to meet the needs of the industry both in the UK and worldwide. We are also creating strong links, as we have always done, with both further and higher education training providers around the world to ensure that students and learners are made aware of the Institute’s extensive resources and services.

For anyone serious about a career in hotel management, the Institute of Hospitality is your professional body. I would urge you to become a member as soon as your career begins.

Philippe Rossiter FIH, Chief Executive, Institute of Hospitality. To find out more about the Institute, visit www.instituteofhospitality.org. You can also follow the Institute on Twitter: @IoH_Online

Institute of Hospitality

Route/Qualifications Where You’ll Be Learning Description

School College Uni WP

(BTECH)Higher National Diploma (HND) and Higher National Certificate (HNCs)

Alternative to degrees for those with good GCSEs and • at least one Level 3 qualification, HNDs and HNCs offer practical experience as well as theoretical knowledge.Some colleges and universities offer various • 2-year full time hospitality and tourism HNDs. With an HND, you can move on to a degree.Part-time students can gain a Higher National • Certificate (HNC) that can be topped up to an HND. Sometimes available through distance learning• Sought after by many top hotel companies and • can fast-track you into a management careerOccasionally available through distance learning•

Degree (BA, BSc) Degrees or Honours Degrees in Hospitality Management • or International Hotel Management, full or part-time degree programmes and professional qualificationsMaster Innholders St Julian Scholarships• Various Employer Management Traineeships• Other Executive Education programmes, including • Master’s programmes, administered through universitiesVarious Hospitality Skills Academy (HSA) courses•

Executive Education Specialist short courses and part-time qualifications for • those in work, particularly management developmentVarious Institute of Hospitality (IoH) qualifications•

Succeed


Uniting professionals, promoting excellence and facilitating learning for more than 70 years.

At the Institute of Hospitality, our mission is simple – we exist to promote the highest professional standards of management and education in the international hospitality, leisure and tourism industries and our membership spans more than 100 countries worldwide.

From hoteliers, restaurateurs and contract caterers, to technology providers, the armed forces and government, the Institute’s members embrace a multitude of disciplines, united by a common goal to increase professionalism, career development and reputation in the sector.

Invest in your potential and improve the way you do business.

Career Development

and CPD HospitalityAssuredRewarding service and

business excellence

Leadership & Management Qualifications

Networking

“ More than ever, there’s a real need for a professional body like the Institute to help us access information, share knowledge and experiences so we’ve the skills to look ahead not just to where the world is going, but more specifically to where our industry is going.”

Peter Lederer CBE FIH MI Chairman, The Gleneagles Hotel & President of the Institute of Hospitality

a4_pyramid birds.indd 1 24/08/2009 13:19:17

Our mission is to completely delight and satisfy our guests. Our vision is to be widely recognised as the best luxury hotel group in the world. To achieve this we provide a caring, motivating and rewarding environment to promote a climate of enthusiasm and excellence for our colleagues. For opportuities including the chance to work alongside Heston Blumenthal at London’s most anticpated restaurant opening of 2010, contact us directly on +44 (0)20 7201 3777.

www.mandarinoriental.com/careers

Become a

C

M

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CM

MY

CY

CMY

K

springboard.pdf 1 01/09/2010 16:02:03


Never underestimate how much a good quality work experience placement can help kick-start your career. It absolutely influences your career choice...could you even work in a hotel without it?

Springboard has developed a quality standard for work experience.To help employers provide you with an experience of consistent quality.

This quality standard is called INSPIRE. When you see the INSPIRE kite mark, you’ll know that the hotel you have chosen is committed

to planning, organising and delivering you a high quality work experience placement

Look out for INSPIRE hotels in this magazine. A good school, college or university placement is another great way for you to get much-needed industry experience. When you’re going after your first job in the hotel industry, your work experience could be the crucial difference between you and the next candidate. Look at it as a competitive edge!

To find your nearest INSPIRE hotel visit www.inspire.springboarduk.net

Work Experience Springboard’s Summer School Join Springboard’s Summer School Programme and experience working in the UK’s fastest growing industry. If you are 16 or over, have a spare three weeks during the summer holidays and want to gain some valuable work experience within exceptional hotels and get paid -- then make sure you join up!

This is an excellent way to get that much-needed work experience, giving you insider knowledge and a real competitive edge in today’s job market.

Summer School is:

One weeks training including Customer Care, • Food Hygiene and Health & Safety Two weeks of work experience with • the industry’s top employers An industry-endorsed reference on successful completion • of the programme

To find out more visit www.summerschool.springboarduk.net

Succeed

Springboard’s

I N S P IREC H A R I T Y

T H E

From city boutique to country house hotel and spa, from small independent to multi-national chain, we have hotels that want to INSPIRE you! Quality work experience can turn you on to a career in hotels for life.

Our INSPIRE hotels believe that great work experience – well planned and executed – is the key to engaging you in a journey of a lifetime.

Apply now at www.inspire.springboarduk.net

INSPIREWORK EXPERIENCE

SPRINGBOARD APPROVED

T h e Q u a l i t y S t a n d a r d f o r G r e a t W o r k E x p e r i e n c e

PEOPLE HOTELS

A Selection of INSPIRE hotels...

AndazBath Priory HotelBerkeley Cameron House on Loch Lomond Calcot Manor Cavendish, London Claridge’s Connaught Cumberland Danes�eld House Hotel Dormy House Hotel Fawlsey Hall Hotel Four Seasons Hotel Canary Wharf The GoringThe Hyatt Regency London - The ChurchillIsle of Eriska Hotel, Spa and Island Jumeirah Carlton TowerLancaster London Landmark London Langham Hotel Le Manoir aux Quat’ Saisons Milsom Hotels Old Course Hotel Pear Tree at Purton Qhotels Royal Garden Hotel SAVOYTown House CollectionUnstu�y Hotel Company Vineyard Group

BE INSPIRED

46 WWW.CAREERSCOPE.UK.NET

Best Place to WorkBest Place to Stay

thecavendishlondon.co.uk +44 (0)20 7930 2111

Cavendish17x8Best100.indd 1 5/2/10 11:29:21

England’s Hat Trick

Quality Training and Development• Excellent Benefi ts• Transfer opportunities• Competitive Pay• A Career not a job•

Canary Wharf Contemporary Chic Design Contact: Tatiana AgustoniTel: 020 7510 1832Fax: 020 7510 1993Web: www.fourseasons.com/canarywharf

www.FourSeasons.comhttp://jobs.fourseasons.com

Three stunning hotels to suit any hospitality professional

Grow your career with the Award Winning and expanding luxury international hotel company.

HampshireQuiet Country EleganceContact: Michelle BustosTel: 01252 853056Fax: 01252 853017E-mail: [email protected]

LondonCity Sophistication Contact: Emma JayneTel: 020 7907 5311Fax: 020 7495 3261E-mail: [email protected]

On A Fast Track

Eamonn CaseyDirector of Restaurants.London Marriott Hotel Heathrow.Training & Qualifications: Marriott Graduate Trainee Voyage Programme

A bustling airport hotel needs to feed a constant flow of international guests, and Eamonn Casey, Director of Restaurants at the Heathrow Marriott Hotel, has the challenge of overseeing the property’s seven food and beverage outlets catering to almost every gastronomic taste. The pace suits him. ‘Hotels are exciting places where things happen very fast, and I really thrive on that,’ he says.

Before joining Marriott’s graduate trainee Voyage Programme, Eamonn did some research into other schemes but felt the 2-year programme suited him best, exposing him to all the different aspects of the business. Back then, he was a member of the hotel pre-opening team at the London Marriott Hotel Kensington.

He’s been on a fast track ever since. He applied for, and got, his first Head of Department role at the Durham Marriott Hotel Royal County, starting out as the Restaurant Manager before progressing to Food & Beverage Manager. After eighteen months, he transferred to the London Marriott Maida Vale, also as Food & Beverage Manager, before taking on his current role as Director of Restaurants. He’d always been a rising star, winning an Acorn Award in 2007. That was his proudest moment.

Eamonn admits there were expectations of him as a graduate. ‘I believe people see you as a future leader and are willing to invest in your development. But you need to work hard if not harder than everyone else to grow within the business.’ It’s a challenge that clearly didn’t stop him.

Stretch Yourself

Rory Walker

Executive Assistant Manager.The Sheraton Heathrow Hotel & Conference Centre.Training & Qualifications: BA (Hons) in Hospitality and Tourism, Starwood’s ‘Vita Futura’ Graduate Programme

If there’s one thing Rory Walker looks forward to in his career, it’s the prospect of opening a ‘new build’ hotel as General Manager, driving the business from the ground up. As Executive Assistant Manager at one of London’s busiest airport hotels, Rory has been diligently preparing for this challenge.

Fortunately, his ambition and drive didn’t escape Starwood Hotels and Resorts who operate the Sheraton brand. Rory was identified as a ‘high potential associate’ when he was selected for the company’s ‘Vita Futura’ Graduate Programme, and then again when they offered him a plum assignment: working on the acquisition and integration of the ‘Le Meridien’ brand, involving 130 hotels.

Why did Rory choose Vita Futura? ‘I had looked at many graduate programmes whilst at university and Starwood’s programme outshone all others in my eyes,’ says Rory. One of its main attractions was its flexibility; graduates like Rory can tailor their programme to their career aspirations. Rory also had a mentor to guide him and encourage him to take on challenges. Now he too is a mentor, helping other high potential Starwood colleagues.‘If you want to succeed in this industry, stretch yourself,’ he says, ‘Look

for opportunities for your development and constantly ask your manager or supervisor for the chance to grow. If you’re flexible

and willing to work in different roles and departments, the more opportunities there will be.’ And hopefully for

Rory, that opportunity will be a new hotel opening.

Graduates enjoy a great choice of vacancies within the hospitality industry. The most important thing you can do when looking to apply for a Graduate Scheme Position is to research, research, research! Not all companies have the same offer, so the more you know, the better off you’ll be.

Graduate Schemes

Succeed


Your curriculum vitae, or CV, is a written representation of you, so the words you choose and the layout you use are vital. Make your CV stand out from the crowd, but always be professional. Link the role requirements to your skills and experience. Always accompany your CV with an introductory cover letter giving relevant information about how you would suit the job. Many computer packages such as Microsoft Word provide templates of various CVs and covering letters.

Be brief – no longer than • one to two pages

Keep your CV short and to • the point, but not so brief that your qualifications and abilities do not come across

Organise the material • concisely and clearly. Divide the information using clear headings such as Skills and Abilities, Work Experience and Education

Begin with your personal • details: first name and surname, address, telephone number and email address

Follow with an introductory • paragraph that summarises your best attributes

The most recent information • should always come first

Use short sentences and • bullets to emphasise key points

In the Employment section, • describe the result rather than the role – make it achievement focused, and avoid too much detail

Use language that reflects • personality and originality – use strong verbs like ‘led’, ‘handled’, ‘managed’ and avoid weak ones like ‘liaised’, ‘involved in’.

Don’t repeat yourself • – supply the employer with only the necessary information.

Keep information on work • experience, achievements and qualifications succinct and relevant

Be honest – you may be • asked by the employer to explain your qualifications in detail

Dare to be different – • include those work-related experiences that could impress

Print your CV on quality • paper. Use a simple and easy to read typeface: Arial, Helvetica or Verdana.

Don’t be tempted to use • clipart or Word art on your CV – keep it professional.

Check your spelling (use • spell check), grammar and content – are you saying what you want to say?

Get someone else to read • and check it too, preferably someone with experience.

Take a break and come back • to your CV. You’ll find you think more clearly with a fresh head.

Do not use abbreviations • and avoid jargon.

Do not send photocopies • of your CV, a fresh printout always looks best. This is a must!

Your opportunity to tailor it • to the specific job you are applying for.

Take your time – put some • thought into it.

Research the employer • – what makes them tick? Check out their website. Work out their priorities and state how your skills will fit.

Give relevant information • about how you feel you meet the job requirements.

Sound enthusiastic – make • them want to interview you!

Writing A Great CV

Be brief Keep to the point Be clear and concise

Be relevant Be honest Impress!

Check spelling! Easy to read font Use quality paper

A Winning ImpressionYou’ve made up your mind, you’re working in hotels. You’ve done your research, and you’d like to work for that type of company and brand. You’ve even done some relevant courses.

Now you need to create your winning CV and get it seen by recruitment managers within a hotel. Here are hints and tips on how to catch the eye of your next employer.

Sam Barker50 Hive Street, Aigburth, Liverpool, Merseyside, L19 3RD

07172 [email protected]

Personal Profile

A motivated and goal-orientated worker. An excellent communicator with a track record of building good working relationships. Competent, conscientious, with a high level of drive and self-discipline. Good organiser yet flexible when varied priorities demand it. Enthusiastic to take on new challenges and work in a dynamic team environment.

Key skills

Customer service skills• Team building skills• Operation and organisational skills• Confidence to handle responsibility from an early stage• Experience of working with people from diverse backgrounds• Ability to adapt quickly to new environments• Full driving license• IT skills: good knowledge of Microsoft Word and fair knowledge of Microsoft Excel• Conversational French•

Career History

Current Part-Time Functions Assistant in Banqueting Division, Thistle, Liverpool Responsible of all aspects of setting the banqueting rooms, assisting with functions including televised events and silver-service food and beverage.

Summer 2008 Events Coordinator, Exclusive Events Limited Helping with weddings and parties: silver-service waiting; organising team; looking after guests and ensuring the event runs smoothly.

Summer 2007 Camp Counsellor, Camp America, New Hampshire, USA Responsibilities included the overall welfare of campers aged 10 - 14, organising group activi-ties, being enthusiastic at all times to reflect a positive environment.

Education

2007 - present HND in Hospitality and Leisure Management Liverpool Community College

2006 - 2007 NVQ Level 2 Food Preparation and Cookery Liverpool Community College

1999 - 2006 Alsop High School, Liverpool 1 A Level and 7 GCSEs

Extracurricular Activities and Interests

2007 - date Volunteer with local soup run helping homeless peopleSummer 2007 Travel in USA after finishing Camp America2006 - 2008 Manager for college music band ‘Rock Monster’2005 - 2006 Fundraising and volunteer work at events for Comic Relief2001 - 2004 Liverpool Youth Theatre –various parts in amateur dramatic productions

Hobbies

Running, concerts, films, reading

List all your contact details

Computer skills are useful in most jobs

List all your skills and qualities

Charity works shows you are public- spirited

Part-time jobs offer valuable experience

Working abroad is seen as character-building by most employers

List all your qualifications

Extracurricular activities say a lot about your personality

Drama shows you are outgoingHobbies say a

lot about you

Your chance to sell yourself

Succeed

And don’t ever forget the cover letter!

Remember that the Internet is your biggest and most effective tool. There are loads of web sites geared towards helping you create your CV and assisting you throughout the whole hiring process.


A Well-Targeted ApplicationA common fear is that Internet applications get overlooked or deleted. Applying for jobs online has one overwhelming advantage over post or telephone applications - it makes life for the prospective employer much easier.

Websites provide access to job listings, careers advice and links to help you research the company you are interested in. You can then use an online application form to apply for your chosen job. Otherwise check out the website of the company you are interested in. Large company sites usually contain current vacancies and also provide useful background on their business.

So how do you get the most out of the Internet? Well, your best bet is to log onto a specialist one-stop shop like online publisher Caterer.com or to use recruitment agencies and general job websites.

Online ApplicationsNearly two thirds of companies use online application forms to receive information from potential job seekers. Although clearly a speedy advancement in the recruitment process, it’s essential for job surfers to understand how to make web recruitment work for them. Online applications are slightly different to hard copy forms and need to be understood.

Golden Rules for Savvy Surfing Preparation is still key. You must find out all you can on the organisation, their culture and their recruitment criteria before you begin an application.

Take care to answer all questions clearly and correctly. Writing out your answer on a separate piece of paper beforehand often helps to focus the mind.Pay particular attention to your

grammar and spelling. Don’t rely on spellcheck as many online forms do not have this facility.

Answer all the questions that are applicable to you.

Don’t add any extra information unless the form allows you extra space to do so. Employers at this stage are interested mainly in education, skills and work experience. If a question is not relevant to you, you must write in ‘Not Applicable’ as this will show that you have read and understood the question and not missed it!

Create a great impression by using the same language and words in your answers as the company use in their job specification or advert. For example, if they are looking for an organised team player, make sure that you include an example that details how you used your organisational skills in a team environment. If there is a facility to save your work and have a break, do so. This will give you the opportunity to clear your mind and hopefully spot any errors on your return.

Always proof read the entire document before you press send.

If you are new to application forms it often helps to get a trusted friend, colleague or teacher to double check your application.

Remember, web applications may appear informal but they are not. Once you are happy with your application, take a copy and keep it for reference.

If you are successful, you can refer back to your notes for interview preparation. If you are unsuccessful you can use it as reference for a better application next time.

Top Tips – Working the Web

Do not make the mistake of thinking • you can be less formal online. Some sites give you an email link and an online • form to fill in, others will steer you to the recruiter’s own website where you will be able to apply. Note that applications are frequently discarded • because people have failed to fill in all their details. Get one up on fellow candidates by filling in all • fields, not just the ones that are compulsory. If you are sending a covering letter and CV • on spec, make sure you provide all your details, qualifications and contact information such as telephone number and address. Again if applying on spec, ring the company • to check the name and email address of the person who handles job applications before pressing the send button.

Source: www.caterer.com

Interview TechniquesIt really is true - you never get a second chance to make a first personal impression. But be confident. If you’re sitting for an interview, it can only mean one thing – you’ve already impressed them once, with your CV. Now your responsibility is to show them why they were right to pick your CV in the first place. Again, follow the golden rule. Be prepared.

Before…Do your research on the company and the job - use your contacts, the trade press, search relevant web sites and the employer’s website. Network with useful people who might help you. Find out as much about the job (from the job spec) as you can.

Prepare your questions and answers in advance:

Why are you the • right person?What experience • do you have?What key personal • attributes do you have?Can they meet your job • requirements and needs?Check out websites for • example questions and answers.

During…Arrive 5 minutes early • Dress appropriately: you • should be smart, clean,

tidy in appearance Be confident – a smile, • a firm handshake, good eye contact and a warm tone of voice. Keep energy in your voice • and body – be upbeat, alert and positive. Build rapport with the • interviewer – people like people who are like themselves. Look and sound interested • in what they say. Answer what is being • asked – incorporating your ‘selling points’ and knowledge of their company. Don’t waffle – be clear • about your goals and achievements. If you don’t know the • answer to a question, say so and ask for extra detail.

Be positive – never • run down a tutor or former employer. Don’t dwell on salary • and package details. Have a spare copy of • your CV with you. Before you leave, thank • them for seeing you and review the next steps, including timescales and a possible ‘debrief’. Shake hands and smile! •

After…Earn ‘extra points’ by • sending a follow up letterIf timescales run over, • be sure to follow upIf you get the job – • congratulations!If not, find out why! •

Do your research on the 1. company before you attend the interview – if you want to work for them this shows you are really keen.

Always have at least one 2. question up your sleeve to ask the interviewer – not based on salary or benefits, but on something that shows you are genuinely interested, for example on career progression opportunities or even how your interviewer got to where they are!

If you’ve worked in hotels 3. before, have some good examples up your sleeve of when you’ve dealt with difficult guests or delivered amazing customer service – choose experiences that you personally contributed to that had positive outcomes. (If you’ve never been employed before think about situations with friends, school friends or family members that bring out those same points.)

If you’re going for a 4. supervisor position, think in advance about some good examples that show how you’ve handled difficult employee relations issues, introduced successful, creative initiatives and how

you’ve contributed to the bottom line of the business

Take time to think through 5. a question asked during an interview – thinking time is fine and shows confidence (unless it takes you an hour to come up with something good!).

Needless to say, show 6. up early by 5 minutes, be smart, tidy and clean, make good eye contact, smile and introduce yourself.

Test out your handshake 7. on friends or family to make sure it isn’t limp or wet and make eye contact, without fail, when you shake!

You will be forgiven for 8. being nervous if you let your personality come through - but remember an employer wants to see how you would be in a work situation, not how you are with your mates on a weekend! So be relaxed enough to show what a great person you are but professional enough to show what a brilliant employee you have the potential to be. Liz McGivern, Director of Human Resources and Training, Red Carnation Hotels

WWW.CAREERSCOPE.SPRINGBOARD.NET / 53

My 8 Magic Hints & Tips for Interviewees

This is a terrific industry for people who aim high and want to be the best in their field. Once you get your foot in the door, the possibilities for you to grow your career are tremendous.Mark Norris, CEO, Profile Global Hospitality

Succeed


To discover the exceptional career possibilities

at The Red Carnation Hotel Collection, please

contact Karolina at the Human Resources

Department on 0207 963 0706 or through our

website at www.redcarnation.com/careers.

If you have the star quality needed to work for us,

progress with us and succeed with us - we’d like

to hear from you right now!

NO REQUEST TOO LARGE, NO DETAIL TOO SMALL

LOOKING FOR STAR QUALITY

LONDON | DORSET, UK | GUERNSEY, CHANNEL ISLANDS

SOUTH AFRICA | GENEVA | PALM BEACH, FLORIDA

Springboard_A4.qxd:Springboard A4 14/5/10 16:40 Page 1

At Thistle we’re renowned for our passion for unparalleled

service and complete commitment to our guests. With 33

distinctive hotels across the country and 10 in central London,

we’re proud to offer a diverse range of both hotels and

employment opportunities.

In return for your positive outlook, enthusiasm and desire to

learn, we’ll give you a wide range of training and development

opportunities, as well as a whole host of benefits.

including 50% off food & drink

for management trainees and heads of department

with UK top business schools

Recognition and reward schemes

To find out more, visit thistle.com/careers

Be part of a winning team

We don’t just look after our guests. Our people make a huge contribution to our success and we think it’s only right to recognise this. So if you work for Guoman, you’ll enjoy a range of benefits and special offers that come with being part of the international Guoman family.

Our people. Your passion.

guoman.com/careers

D8026_GU_DualBrand Ad_CareerScope.indd 1 17/9/10 15:02:03WWW.CAREERSCOPE.UK.NET 55

Directories

Salary PrimerWith bonuses and benefits too...it has to be worth it!

Source: a trawl through caterer.com and other hospitality job sites

General Manager Typical ave salary £100K

Executive Housekeeper Typical ave salary £40K

Executive Chef Typical ave salary £100K

Group Revenue Manager Typical ave salary £70K

Front Office Manager Typical ave salary £45K

Food & Beverage Manager Typical ave salary £35K

Sales & Marketing Manager Typical ave salary £45K

Conference & Banqueting ManagerSpa Manager

Typical ave salary £35KTypical ave salary £25K

Director of Operations Typical ave salary £60K

Concierge Typical ave salary £25K

Head Receptionist Typical ave salary £20K

Head Waiter Typical ave salary £20K

SommelierGraduate Management Trainee

Typical ave salary £23KTypical ave salary £20K

Finance Controller Typical ave salary £55K


Worshipful Companyof Innholders

www.innholders.co.uk

Useful OrganisationsLivery Companies

Professional Bodies & Associations

Institute of Hospitality

www.hcima.org.uk

The Academy of Foodand Wine Service

www.acfws.co.uk

Court of Master Sommeliers

www.courtofmatersommeliers.org

Craft Guild of Chefs

www.craftguildofchefs.org

Golden Keys

www.goldenkeysconcierge.co.uk

Hotel Employers Group

www.hotelemployersgroup.com

HR in Hospitality

www.hrinhospitality.co.uk

Master Innholders

www.masterinnholders.co.uk

Savoy Gastronomes

www.savoygastronomes.com

St. Julian Scholars

http://www.mi-scholarships.com/st-julian-scholars.htm

The Savoy Society,

www.thesavoysociety.org.uk

UK HousekeepersAssociation

www.ukha.co.uk/

Recruitment Consultancies

Caterer.com

www.caterer.com

PJ Search and Selection

www.pjsearch.com

Profile

www.pmsr.com

Xpress Recruitment

www.xpressrecruitment.com

Sector Skills Council

People 1st

www.people1st.co.ukwww.uksp.co.uk

Trade & Industry Bodies

Arena

www.arena.org.uk/

British HospitalityAssociation (BHA)

www.bha.org.uk

Events Services Association

www.tesa.org.uk

Northern IrelandHotels Federation

www.nihf.co.uk

Tourism

Tourism For All UK

www.tourismforall.org.uk

Tourism Society

www.tourismsociety.org

Visit Britain

www.visitbritain.com

British Safety Council

www.britsafe.org

HIT Training Ltd

www.hittraining.co.uk

Hospitality Skills Academy

www.hospitalityskillsacademy.co.uk/

learnpurple

www.learnpurple.com

Reception Academy

www.receptionacademy.com

U-Flourish

www.uflourish.com

Wine and Spirit

www.wset.co.uk

ZFLwww.zflltd.com

Media

Big Hospitality

www.bighospitality.co.uk

Caterersearch

www.caterersearch.com

hotcatUK

www.hotcatuk.co.uk

Leader

http://www.pmsr.com/leader

Training Companies & Organisations

ASK Learn and Develop

www.askld.com/

Bath Prioryhttp://www.thebathpriory.co.uk/ http://twitter.com/thebathpriory The Bath Priory offers career opportunities for those who seek to work at the highest level within the hospitality sector. We are a tightly knit, friendly team with a passion for high standards and professionalism. We offer unique working opportunities in one of the most beautiful cities in the UK, and in a friendly and supportive environment.

Balmoral (The) www.thebalmoralhotel.com/ http://twitter.com/The_Balmoral

We place a great deal of importance on assembling the best team of people possible. Guided by your existing knowledge, personality and motivation we then train you to perform your jobs well and create a working environment where you can flourish. Every working day, employees make the difference for our guests by maintaining our culture of sincere service. It is this service culture that sets us apart from our competitors. We will treat you the same way that we expect you to treat our guests, with warmth, courtesy and respect. We know that if you are productive and content, our guests will be happy and want to return. Part of the Rocco Forte Collection.

Andaz, Liverpool StreetT: 020 7618 5340www.andaz.comhttp://twitter.com/AndazHotel www.facebook.com/pages/Andaz

When all is said and done, it’s the people that make Andaz a great place to stay and work. Our employees are some of the most passionate, confident, fun and quirky people we know. We are always looking for new individuals, who want to grow, care about our business, customers and each other, to join the team. If you are a motivated, flexible team player with attention to detail and commitment to deliver the best guest experiences, we have an opportunity for you.

Accor Hotels T: 0208 237 7470 www.accorhotels.com http://twitter.com/accorhotels

Our employees are responsible and positive. We expect them to make their own decisions and we provide them with the training and tools to ensure they can do their jobs with confidence. In a recent staff survey, 86% thought the company did what it took to satisfy customers and 82% were proud to belong to Accor. Career opportunities within Accor are vast. All jobs are advertised on our website and the Job Skills Guide lets people check their skills against jobs they are interested in, allowing them to make the perfect case for more training.

Best Western HotelsT: 01904 695461www.bestwestern.co.uk http://twitter.com/BestWesternGB

Best Western Hotels GB has over 270 individual hotels owned and managed throughout Great Britain and is part of a global brand with over 4,000 hotels in over 80 countries. Employment at one of Best Westerns 270 individual hotels owned and managed hotels offers stability and career development. If you are interested in a career at a Best Western hotel, please contact the hotel of your choice for their latest vacancies or alternatively local job centres and recruitment agencies.

Brown’s HotelT: 0207 5184150 www.brownshotel.com http://twitter.com/Browns_Hotel

Our principal asset is our people. Sir Rocco has put together a team of highly skilled professionals who share his vision of creating the world’s leading luxury hotel management company. We take great pride in the fact that most of our promotions start from within. We give our staff a chance to grow from entry level positions to management ones. During an internship, we offer career development training and strategic internship coaching. We welcome applications for nine to twelve months placements. Part of the Rocco Forte Collection.

Cavendish London (The)T: 020 930 2111 http://www.thecavendish-london.co.uk/careers http://twitter.com/cavendish_hotel

In February 2010 The Sunday Times published the top 100 Small Companies list and The Cavendish London was the only Hotel to be featured. This achievement is one we are very proud of as the result is based on what our staff feedback about the hotel. Our people are the best advert for us; if they say The Cavendish is a great place to work, this will only attract others.

Chewton GlenT: 01425 275341 www.chewtonglen.com http://twitter.com/chewtonglen

People are at the heart of our success. We offer challenging and motivating careers with many possibilities for growth. The opportunities are varied and include positions in the kitchen, food & beverage, front office, reservations and Head of department roles. We are always happy to hear from people interested in joining The Chewton Glen team.

Como Hotel and Resorts - Metropolitan HotelT: 0207 447 1035www.metropolitan.london.como.bzhttp://twitter.com/COMOhotels

COMO’s people are the key to our success in creating stylish environments; they help nurture guests, providing the respite and authentic experiences which our valued clients have come to expect. We’re always looking for passionate individuals to join the COMO family, people who think originally, react instinctively, and who want to belong to one of the most exciting companies in the luxury industry.

Donnington Valley Hotel and Spa & Vineyard at Stocks Cross T: 01635 551602www.donningtonvalley.co.uk

Donnington Valley Hotel & Spa and The Vineyard at Stockcross are both independently owned hotels, which set them apart from chain hotels in many advantageous aspects. Both hotels pride themselves in encouraging their staff to enrol in further training, within the hotel or externally provided training. The Management team support internal promotions, providing their staff with the motivation to work hard, explore the many departments and to grow as an employee within the company.

Dorchester (The)T: 0207 319 7015 www.thedorchester.comhttp://twitter.com/DorchesterHotel

We believe in investing in our people since it is vital that each and every person is motivated and happy. Only then can we provide the best. With salaries and working conditions second to none, whatever your chosen field of expertise and level in the organisation, you can also expect excellent training and career development opportunities at The Dorchester. The Dorchester is truly an international hotel, with over 50 different nationalities employed. That is probably one of the reasons why this is such a vibrant, exciting place in which to work.

Four Seasons Hotel London at Park Lane, Hampshire, Canary WharfT: 020 7907 5311http://jobs.fourseasons.com http://twitter.com/FourSeasons Our objective is to be recognized as the company that manages the finest hotels, resorts and residence clubs wherever we locate. We demonstrate our beliefs most meaningfully in the way we treat each other and by the example we set for one another. Our greatest asset and the key to our success is our people. A well established system of evaluating employees and developing their individual career programs is in practice in all of our hotels. If you have a naturally warm personality, a passion for service excellence and want to be a part of a professional, dynamic team, then we would very much like to hear from you.

Gidleigh Park T: 01647 432367http://www.gidleigh.com/about-us/careershttp://twitter.com/thebathpriory

Gidleigh Park offers an excellent career option if you wish to learn from industry leaders. Executive Head Chef Michael Caines MBE and his team have two Michelin stars and these high standards are maintained throughout the hotel. If you are interested in a career at Gidleigh Park, please contact the Resident Manager Sue Kendall on Tel: 01647 432367 or email [email protected]

Directories

Gleneagles HotelT: 01764 662231http://www.gleneagles.com/footer/careers http://twitter.com/GleneaglesHotel

The Gleneagles® Hotel offers an unusually wide range of jobs and career opportunities. There are exciting opportunities for those with hospitality qualifications, however many people do not realise how quickly keen and industrious young people can now progress with the appropriate training. High academic qualifications may not always be necessary. However enthusiasm, a guest focused attitude and the genuine desire to be trained in the skills necessary to provide our guests with outstanding quality of service are. All our employees are encouraged to work towards the realisation of our vision - ‘To be the most desirable resort hotel in the world’

Exclusive Hotels http://www.exclusivehotels.co.uk/EXCLUSIVE_HOTELS/careers.aspx

We always aim to create great hospitality careers instead of just giving somebody a job. Hospitality is a vibrant, fast paced industry where no two days are ever the same. It’s all about people and we’re committed to ensuring our people are happy and well rewarded so that in turn, they pass that positively onto our guests, members and customers. The following pages give you details on some of our great people who you would be working with as you develop your hotel career with us. If you’re interested in joining them in the world of hospitality, use the toolbar on the right to search through our current vacancies and send us your details. We look forward to hearing from you very soon!

Goring Hotel (The) www.thegoring.com

As London’s only Five Red Star family owned and managed hotel, our guests are always assured a truly memorable stay, and our staff are vital in delivering this experience. We are looking for talented, professional and committed candidates, with a genuine desire to provide the best service possible, and help us to ensure our guests continue to return to their home from home.


Hand Picked Hotels LimitedT: 01732 471000http://www.handpickedhotels.co.uk/About-Us/People-Careers/http://twitter.com/hp_hotels

Hand Picked Hotels is a privately owned collection of luxury country house hotels throughout the UK. We are looking for talented individuals with a passion for standards and quality who want to make a real difference. If you are keen to join a progressive company where you can learn, develop and achieve your true potential, we would love to hear from you.and Picked People can expect a challenging and rewarding career in a fun environment where you are encouraged and supported to acquire the skills and knowledge you need to ensure that you can create the guest experience on every occasion.

Guoman HotelsT: 0845 0340787http://www.guoman.comhttp://twitter.com/guomanhotels

To be a part of a dynamic, inspirational deluxe collection of landmark London hotels,look no further than Guoman Hotels. If you want to make a statement in the hospitality industry, we are for you. Think individual, unique guest experiences and a continual strive for enhancing every level of guest hosting. If a desire to be different and attention to detail is your passion, share Guoman Hotels’ dedication to making a true impression - every single time. Email [email protected]

HiltonT: 0207 603 3333http://www.careersathilton.comhttp://www.hilton-elevator.com/

Hilton Hotels’ global presence provides a terrific range of career opportunities in some great locations. We already have over 100,000 team members worldwide who have access to a wide range of benefits, training and development support, and job opportunities where they can work with the best teams in the business. We have one of the most enviable records of consistent international growth and will be adding over 1,000 hotels in the next 10 years. Whether you are a seasoned professional, graduate, or just starting out in this very exciting industry, we would be delighted to welcome you to our family.

Hyatt Regency London - The Churchill T: 020 7299 2101www.london.churchill.hyatt.comhttp://twitter.com/HyattConcierge

The Churchill offers a work environment that is characterised by mutual respect, intellectual honesty and integrity, humility, fun, creativity and innovation. We create great career opportunities for new employees. As a diverse employer we offer opportunities to people from different cultures and backgrounds. We make a difference in the lives of those that we touch every day, in respecting all employees, our guests and all their ideas

Intercontinental Hotel GroupT: 01895512000www.ihgplc.comhttp://twitter.com/WorldConcierge

We have made a commitment to our people that we will create an environment where they can give their best and make a difference - room to be yourself.Everyone at IHG is aligned behind one clear goal: to deliver Great Hotels Guests Love. We may be seven different brands but wherever you join us, and no matter how far your IHG career takes you, you’ll be working to make a real difference. Maintaining our position as the world’s largest hotel group means we can offer more opportunities to develop your career in many different directions.

Jumeirah Carlton Tower T: 0207 235 1234www.jumeirah.comhttp://twitter.com/Jumeirah

At Jumeirah, we are committed to encouraging and developing our colleagues, in world class environments. We value diversity and equal opportunity, employing over 10,000 colleagues from over 90 different countries As we continue to grow, more opportunities are created at all levels and within all departments of our operations. Should you be interested to join us we will still be delighted to hear from you; we will retain your details on your active file until suitable opportunities arise or you are ready to move.

K-West Hotel and SpaT: 020 [email protected]://twitter.com/kwesthotel

A seriously cool place to work. Working here is great fun. You get to flourish as an individual and as a team member. A lot of our team members have been in the family for many years, working their way up. As a result of their hard work and dedication, many are now managers, supervisors and heads of departments. We provide ongoing coaching and training for you to develop within your team. We would love for you to join our great, funky, friendly team in our cool hotel. Here at K-West, we celebrate everyone’s birthdays, Christmas and offer a delicious meal to all our employees.

Lancaster London T: 020 7551 6210www.lancasterlondon.comhttp://twitter.com/lancasterlondon

A prestigious hotel company with three distinctively different hotels within its group, Lancaster Landmark Hotel Company specialises in offering a welcoming, professional and efficient service to all our guests. Lancaster London has been voted Best UK Hotel (meetings category) four years in succession. At the Lancaster London we are sensitive to others’ ideas and beliefs. We are proud of the hotel employees’ longevity record, which illustrates the excellent relationships between staff and departments and is an endorsement of the pleasant working environment at the hotel.

Landmark London (The)T: 0207 631 8000www.landmarklondon.co.uk

At the Landmark London Hotel, we are as committed to our staff as we are to providing our guests with the highest personal care and attention. We believe that without our dedicated team, our pursuit of excellence would not be possible. Each employee at The Landmark London is a vital team member and that is why we feel it is of utmost importance to invest in our employees to ensure that they have both a rewarding and enjoyable career with us. As part of our commitment to employee training and development, we offer 4 candidates per year the opportunity to experience our 2-year Management Training Programme.

Langham Hotel (The)T: 020 7973 7507london.langhamhotels.co.ukhttp://twitter.com/Langham_London

As our portfolio rapidly expands, we provide unprecedented opportunities for you to grow your career with us, locally and internationally. We need you for every step of our development to allow us to work together and deliver hospitality innovation to the world’s great cities. Training and development is always the focus at Langham Hotels International. We are committed to nurturing colleagues through a comprehensive training curriculum that links with company defined competencies. The core value of our training and development curriculum is to support colleagues to develop his/her profession and career with us, which would be mutually beneficial as a result.

Lowry (The) T: 0161 827 4000http://www.roccofortecollection.com/company/employment/ http://twitter.com/Rocco_Forte

The five star Lowry Hotel is one of the most talked about hotels in the UK and offers the very highest quality accommodation, facilities and services including 165 bedrooms (six riverside suites and the Presidential suite), the River Bar and Restaurant, a relaxing spa and dedicated conference and banqueting floor. A career with us can be stimulating, inspiring and challenging. Part of the Rocco Forte Collection

Lucknam Park Hotel and Spa T: 01225 742777 www.lucknampark.co.uk

Lucknam Park Hotel & Spa is one the UK’s leading country house hotels, just 6 miles from the historic city of Bath. The hotel is comprised of 42 luxurious bedrooms (including 13 impressive suites). Michelin starred restaurant The Park, an equestrian centre and an acclaimed luxury spa.This is seamless country house living at its finest and it takes a highly skilled, professional and motivated team to deliver service at the very highest level.In return for your dedication, professionalism and passion we are delighted to offer an exceptional salary and benefits package, and the potential for development and promotion.

Directories

Malmaison and Hotel Du Vinwww.malmaison.com/careers www.hotelduvin.com/careers http://twitter.com/MalmaisonHotels Malmaison & Hotel du Vin is a company continuallyevolving, developing and growing.Whether you’re thinking of acareer in Food or Wine, Back orFront of House, there’s plentyof opportunity. We select ourpeople with one common thread, a desire to succeed in life through hard work, loyalty, enthusiasm andrespect for their colleagues.Once you join us you haveimmediate access to the onlineacademy which promotes selflearning and is a great sourceof information. We also providea whole range of training anddevelopment opportunities tofurther develop your skills andassist you in your departments.

Mandarin OrientalT: 0207 201 3670www.mandarinoriental.com http://twitter.com/MO_Hotels

Working at Mandarin Oriental isn’t just a job. It’s a massive opportunity. Like us, we expect our people to aim high and will support them all the way by providing career advancement and personal development programmes.These programmes enable our colleagues to develop and take on new challenges. It also allows us to spot potential. The Learning Framework is Mandarin Oriental’s Integrated Learning Framework is a range of programmes that meet the current and future development needs of our global workforce at different levels. We offer Management Development Programmes for middle/front line managers and an MBA programme for senior staff.

MarriottT: 0207 973 1000www.marriott.co.ukhttp://twitter.com/marriottintl

From part-time to full-time,from Bangkok to Boston andeverywhere in between, Marriottoffers you the opportunity tofind the hospitality job andcareer journey that is right foryou. Whatever your career plans we’re committed to helping ouremployees find their passionand realize their personal vision.Positions in Marriott vary from property-based positionsfocus on serving the guestsand on the operations of thatproperty. Corporate and regionalpositions may focus more onstrategy and support of brand andcompany initiatives that impactthe overall guest experience.

Mint HotelT: 020 7901 1606www.minthotel.com/careers/http://twitter.com/minthotel

At Mint Hotel we believe in innovation, challenging the norms, standing out from the crowd and truly listening to what our customers want. By doing this we have been rewarded and recognised by both our customers and the Business Travel Industry - we were announced as a winner at the Business Travel World Awards for the 3rd year in succession.

We are a growing company that is committed to remaining leaders in exceptional service and innovation whilst embracing modernity. To enable us to achieve this we rely on the commitment, hard work and dedication of our teams.


62 WWW.CAREERSCOPE.NET.UK

One AldwychT: 020 7300 1000www.onealdwych.com

People are our greatest asset and as a growing company, we are always on the lookout for flexible and enthusiastic individuals. We place a great deal of importance on assembling the best possible team of people at all levels, and then providing the right training and opportunities to allow people to develop to their full potential. We are looking for motivated and professional individuals with personality and passion to join us. Applicants must be well presented, have excellent communication skills, and be enthusiastic about delivering the best service.

Park PlazaT: 0207 034 1389www.parkplaza.comhttp://twitter.com/ParkPlazaHotels

At Park Plaza Hotels we seek to work with quality staff with a passionate and pro-active approach, who care and connect with guests. Our staff build positive relations with others by being truly interested and live up to our mission statement “Inspiring our guests through individuality and passion”. When guests visit Park Plaza Hotels they do not just experience friendliness but they feel our passion for hospitality. Our guests do not just experience good service but they feel welcome in our hotels and our guests are not satisfied because they get what they expect but they are pleasantly surprised because they get more than they expect. The guest experience, as we like to call it, is easy to accomplish with the employees we recruit.

Principal-Hayley HotelsT: 01423 857029http://www.principal-hayley.com/about-us/careers http://twitter.com/PrincipalHayley

Principal Hayley Hotels and Conference Venues is a collection of 24 landmark city centre hotels and dedicated conference and training venues across the UK and Europe. Our Quality Wins culture offers our guests exceptional service by attracting and retaining the very best quality colleagues. It is our policy to develop the skills and abilities of all colleagues, so whether you join us straight from school, from another hotel company or indeed from another industry, we will take a keen interest in your development and will endeavour to ensure the right training plan is in place to support you and your career. We offer the opportunity to study and support you in your career development.

Ramada Jarvis HotelsT: 01494 686631http://www.ramadajarvis.co.uk/careershttp://twitter.com/ramadajarvis

Employment at Ramada Jarvis Hotels gives you the opportunity to work across a great range of brands within its portfolio. We seek individuals who are prepared to work hard developing their career. In turn we will offer every help and opportunity to succeed. At whatever level you decide to join us, you will be given opportunities to develop and you can be sure that your qualities will be recognised. We are looking for aspiring and highly motivated people who want to be judged on their performance, rewarded on merit and encouraged at every turn. If you have what it takes to put life into a hotel and a zest into the business, Ramada Jarvis Hotels is the company for you.

Red Carnation Hotel Collection T: 0207 963 0706www.redcarnation.com/careershttp://twitter.com/red_carnation

What makes the Red Carnation Hotel collection a brilliant company to work for is the commitment to continually improve our product plus support and develop our people. There is a family feel that can’t be matched easily and we are fully engaged in trying to achieve the objective of bringing each and every guest back through our superb and memorable service. We have excellent training and development opportunities where people are invested in and encouraged to live their dreams. We have a Sommelier who is now the 4th Best Sommelier in the World; he started with us as a glass washer and polisher. Many people throughout our hotels have risen through the ranks and are now an inspiration to the people that work for them.

Directories

Royal Garden Hotel (The)T: 020 7937 8000www.royalgardenhotel.co.uk http://twitter.com/royalgdnhotel

The Royal Garden Hotel providesits team members with a unique andindividual experience. Every year,we offer many opportunitiesfor students, who would like togain practical insights of workingfor a leading five star hotel.In order to maximise our teampotential, create flexibility in ourapproach to work and create acutting edge service culture, ourcomprehensive Learning andDevelopment strategy focuses ona number of different aspects.As part of our commitmentto the development of ourTeam Members, we provide acollege sponsorship schemeenabling individuals to gain furtherqualifications helping themto progress their career.

SAVOYT: 0207 420 2357www.the-savoy.com http://twitter.com/thesavoylondon

To offer our guests the best in hospitality and service, we first need to offer our employees the best. At Fairmont Hotels & Resorts, you’ll find outstanding opportunities, training, career development, recognition and rewards. People stay where they feel valued, and we’re proud to boast one of the highest retention rates in our industry. As well, our own employee opinion survey found that the #1 reason our colleagues stay is because they are proud to be associated with Fairmont Hotels & Resorts.

Thistlewww.thistle.comhttp://twitter.com/ThistleHotels

For Thistle, people lie at the heart of everything we do. It’s common sense to use that to take the very best care of our guests, we need to be the experts in looking after each other. With Thistle, our people are welcomed to our family; from our Chefs to our Receptionists - everyone counts. The only way we can continue to deliver our high standard of full-service hotels is through solid teamwork, cooperation, encouragement, praise for excellence and a clear career pathway -- this is what we do. With Thistle, rewarding those that make our hotels what they are is key.

Swissotel, The HowardT: 0207 836 3555www.swissotel.com/londonhttp://twitter.com/swissotellondon

“Putting the accent on our people” is the centre piece of our Human Resources and Training philosophy, fostering the role of team members within our operation and their importance in our success.We endeavour not only to provide a safe and comfortable working environment, but also a place where our most talented colleagues will have the opportunity to develop and grow, either within their own property or internationally, constantly personifying our ”Passion for Perfection”

The Springboard Charityhttp://springboarduk.nethttp://twitter.com/Springboard_UK

The Springboard Charity is aforerunner in helping young,unemployed and disadvantagedpeople improve their prospectsfor economic well-being.We provide opportunities forsustainable employment, and promote thevibrant careers in hospitality,leisure and tourism.Our pipeline ofsupport includes: Learning activities in schools,Careers Advice andGuidance, Skills Development,Pre-Employment Training,Work Experience, Guidanceinto Sustainable Employment.We equip people withthe knowledge, skills andconfidence they need toachieve their potential.

Springboard UKSpringboard UK, The Charity’s subsidiary - works with, and for, the industry to improve perceptions, promote the industry as a great place to work and help attract fresh talent. In doing so, it helps to fill skills shortages, attract talent and raises funds to support the vital work of The Charity. Hospitality, Leisure and Tourism offer a wealth of career opportunities, a fact that Springboard UK has proudly promoted for the last 21 years! We help our individual investors and business partners address their Human Resource or Corporate Responsibility priorities effectively. Springboard has a solid track record in this area and provide imaginative solutions that demonstrate a real return on investment via our high impact products and services.

The Arch Londonwww.thearchlondon.comhttp://twitter.com/thearchlondon

The Arch London, an elegant and quietly glamorous hotel close to Marble Arch at the top of Park Lane. We have 82 sumptuous bedrooms and suites - each featuring the latest technology including complimentary WiFi, flat screen televisions with SKY HD package and internet radios, coffee machines and a complimentary soft drinks minibar. HUNter 486, its restaurant and bar outlet, has been described as classic glamour tied with timeless hospitality - a new dimension to London’s eating and drinking experience. Do you have the drive and passion to join our hotel? If you think you have, then please apply. All applicants must have the right to live and work in the United Kingdom. We welcome applications from all sectors of society.


About UsFounded in 1990, Ramada Jarvis Hotels continues to operate in the market place as a privately owned company with over 30 3 star and 4 star hotels throughout the UK. The link with Ramada has raised the group’s global profi le and its reputation for providing a consistent, quality product. In addition to recognition by Investors in People and Excellence Though People, we are proud to be the fi rst UK hotel group to achieve group-wide recognition for our environmental achievements awarded by the Green Tourism Business Scheme.

Our business is about guest experiences.Make it your business too.

For more information and to apply online for great jobs in hospitality visit www.ramadajarvis.co.uk/careers

At Ramada Jarvis you have a real opportunity to make a difference to our guests, and to your career too.

No two days are the same in a hotel. You will have lots of challenges and exciting experiences through which you can learn and grow. As long as you have the passion and commitment to work hard preparing for your future, we will encourage and support you all the way.

Career OpportunitiesRamada Jarvis has opportunities at all levels in the following areas of the hotel: Conference & Events, Restaurants, Bars, Kitchen, Housekeeping, Front Offi ce, Sales, Finance, Human Resources, Maintenance and Health Clubs. Our Trainee Manager roles are ideal for graduates to gain experience working in different areas of the hotel before settling on a specifi c career path.

Where do you want to work?The Hotel Employers Group (HEG) consists of major hotel companies which

operate hotel brands in the UK and Ireland.

For more information about the Hotel Employers Group, please visit

www.jobsinhotels.co.uk

Check in for a great career in hotels

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Careers

Best Western Hotels GB has over 270 individual owned and managed hotels throughout Great Britain and is part of a global brand with over 4,000 hotels in over 80 countries.

Career opportunities with Best Western

The central office for Best Western Hotels GB is based at Consort House in York. Best Western GB employs approximately 100 employees at its central office which covers a range of departments including IT, Membership, Marketing, Reservations, Sales and Finance as well staff who are employed by Beacon, the leading purchasing consortium for the hospitality industry. When vacancies occur these are advertised through local job centres and recruitment agencies.

Careers at Best Western hotels

Employment at one of Best Western’s 270 individual owned and managed hotels offers stability and career development. The type of opportunities include receptionists, chefs, housekeeping, restaurant staff and much, much more. If you are interested in a career at a Best Western hotel, please contact the hotel of your choice for their latest vacancies or alternatively local job centres and recruitment agencies.

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Contact us today... [email protected] 0845 293 2515

Your fi rst - and best - source of free, impartial information, advice and guidance on careers in hospitality, leisure and tourism...

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Thinking about a career in the Hospitality, Leisure & Tourism industry? If you have...a willingness to learnpassionteam skillsambitiona smilecommitment

...then this could be the industry for you and Springboard’s CareerScope is here to help!

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