Learning from leaders

Where can a graduate career in hospitality, leisure and tourism lead you? Read on to reveal case studies of managers, and their tips for success.

Bob Cotton OBE, chief executive, British Hospitality Association

‘Meeting Garry Hawkes, future managing director of Gardner Merchant, in 1971 shaped my career. I was offered a job with him and we worked together for 25 years. In this industry it is the people you meet who influence you more than anything else.’

Communicate your passion

‘An enthusiasm for what you do and the ability to communicate to a variety of people are the most important skills to possess. The hospitality industry can offer a career for life, not just a job. There’s an enormous range of opportunities, both in the UK and overseas, and the work is great fun.’

Brian Wisdom, chief executive officer, People 1st

‘My most important lesson was learning that it is just as important to communicate well with your boss and your colleagues as to carry out great deeds on behalf of your customers.’

Develop your career

‘Pick an employer who shows that they will invest in developing you and your career. It is important to demonstrate your ability to lead and inspire people as well as your willingness to work as part of a team. This is a dynamic and growing sector, which gives you authority at an early stage of your career.’

Brigid Simmonds, chief executive, Business in Sport and Leisure

‘Sport made a huge difference to my life at school and I recognised how important sport and leisure is for personal development. Professionally, my biggest influences have been the business leaders I’ve worked with, who have helped develop my personal and corporate skills. They have also shaped the ways I now deal with parliamentarians and the government. It’s great to meet people in all walks of life who are passionate about our industry and recognise its importance to the UK economy, and society as a whole.’

Tips from the top

‘Work in as many different settings as you can within leisure, sport and tourism to get a feel for the industry and to gain vital practical experience.’

David Cochrane, chief executive, HIT Scotland

‘My first taste of the hospitality industry was when the Commonwealth Games were held in Edinburgh in 1986. I really enjoyed dealing with people and the variety of work that was on offer in the industry. Beyond that, my career progression was influenced by my enthusiasm and willingness to embrace change.’

Fostering talent

‘I really enjoy working to help young people achieve their potential by giving them opportunities to work all over the world. The best way to get on in the industry is to make sure you work for someone who can give you the career development you need.’

David Timmis, operations manager, Jarvis Hotels Ltd

‘After leaving college, I went straight onto a management trainee programme in a hotel and spent six weeks in every department. From then on, I appreciated that I needed to constantly identify new challenges to develop my career and this set the tone for my development. Working under a range of strong and inspiring general managers also taught me a lot.’

Be tenacious

‘Tenacity and drive are the most important attributes – these will help you forge your career, as opposed to waiting for things to happen. The ability to communicate at all levels is also essential.’

Dr Anne Pierce MBE, chief executive, Springboard UK

‘I was told at university that a degree is a good start but experience counts for more, and this has been the major influence in my career.’

Motivate yourself to succeed

‘To succeed in the industry, it’s vital to grab every opportunity and learn from people with experience. The most important quality is the motivation to succeed because if you have this then other skills can be learnt – but a bit of luck always helps! There are opportunities for everyone in hospitality, leisure and tourism, from chefs to accountants. You can also expect rapid career progression, variety, job satisfaction and fun.’

Graham Farrant, chief executive officer, Leisure Connections

‘Leisure and tourism is an energetic, exciting and fast moving industry. It’s also still evolving so there are great opportunities to influence what happens in the future and help shape the industry. There’s never been a more exciting time to get involved. If you want to go far, it’s important to do something extra on top of your own job – don’t wait for opportunities to come your way but make them for yourself.’

Learning from others

‘I’ve tried to learn something from all of my colleagues whether senior managers or people who are working for me. I’ve found that this is the best way to develop your skill set and discover where your strengths lie.’

Henrik Mansson, HR director, Elior UK

‘The thing that has influenced my career decisions most has been living and working internationally. I have followed a career path combining operations, marketing-led projects and human resources.’

Improve the status quo

‘Being able to challenge and improve the status quo, empathise and question non-functioning practices are very important skills to possess, as well as excellent communication skills. All of these will help attract and retain team players. Invest time in operations at an early stage to understand what makes people tick, gain leadership skills and to understand how things work in practice.’

Ian Harris, chief executive, Wine & Spirit Education Trust

‘I studied French at university and lived near Bordeaux during my year abroad, working as a teacher. It was there that I discovered wine, as many of my pupils’ parents owned vineyards. After graduating, I worked for various drinks companies in the sales and marketing side and first came into contact with my current employer while giving lectures about brandy.’

A people industry

‘I derive a great sense of satisfaction from helping people in the industry to gain qualifications and move into senior positions. Although the drinks industry is becoming increasingly competitive, it is still very much a people industry where competitive rivalry turns to friendly banter over a glass of wine.’

Linda Halliday, HR and training director, BaxterStorey

‘Lots of people have formal qualifications but the things that will make you stand out from the crowd are your determination, personality and charisma. It is these characteristics that will enable you to work your way to the top.’

Get involved

‘Sometimes you just have to put your head over the parapet, get involved in things and gain a varied set of experiences within the industry. The environment is diverse, particularly in food service – everything from a research centre in the country to a state-of-the-art office development in Canary Wharf.’

Nick Brookwell, food development director, ARAMARK

‘I chose to go into hospitality because I wanted a job where I could use my creativity, and after going to college started out as a commis chef when I was 18. I still get to use my energy and creativity and that’s what keeps me interested in the business, in addition to the diversity and the scope for change.’

Embrace change

‘Be ambitious and set yourself goals. Don’t give up on things easily but at the same time don’t be afraid to make the change if a job isn’t working out; you will have a more diverse and rewarding career if you’re doing something you enjoy.’

Philippe Rossiter, chief executive, Institute of Hospitality

‘I began my career in the Army and their decision to send me to university to study hotel and catering management was life transforming. I owe my current job to that rewarding period of my life.’

Be ambitious

‘The qualities needed are integrity, loyalty (both upwards and downwards) and determination. The most important is integrity as it shapes the person you are and instils trust and confidence into those you lead. The variety, excitement and breadth of experiences available are second to none. The scope for success is limitless for those who have the ambition.’

Salina Gani, training manager, Paul UK

‘The managers I’ve been trained by throughout my career have given me the knowledge to pass onto others and help them grow. I get involved in the operational side as well, which means I can get out onto the shop floor to help with an opening. It’s fantastic to have a job where I’m supported in developing my staff and have customer contact.'

Find your niche

‘The most important thing is to enjoy your job and put your personality into it. You need to be vibrant and full of joie de vivre to give your customer the best service possible. Get as much work experience as you can in a variety of areas. Each one has something different to offer and it’s important to find your niche.’

Sara Edwards, vice president human resources, Maybourne Hotel group

‘After studying hotel and catering at college, I planned to join the RAF as a catering officer. While waiting for a position to come up, I took a trainee management post in the Swallow Hotels group and had such a great time that I stayed and moved into personnel and training.’

Provide a service

‘This is a service industry and you have to be passionate about delivering a good service, whatever job you choose to do. If you’re not prepared to go that extra mile to help and delight people, then you’re looking at the wrong industry!’

Stephen Studd, chief executive, SkillsActive

‘My passion for sport led me to pursue a career in the leisure industry and I started out after university, working for the Crystal Palace National Sports Centre. I set up SPRITO, the national training organisation for the sport and leisure industry, in the mid 1990s and was then seconded to set up SkillsActive in 2002. I enjoy the strategic nature of my role in an organisation that can make a real impact on the industry.’

Be ambitious

‘In this industry, you need to have a clear ambition and the perseverance to realise it. The best way to show your commitment is through combining practical experience with your academic studies – for example, doing an apprenticeship or voluntary work for a local sports team.’

Steve Philpott, chief executive, DC Leisure

‘Working in sport and leisure gives me the chance to make a difference to people’s lives. The aims of my business are totally in line with the government’s physical activity strategy of making the nation healthier and it’s rewarding to know that I’m part of that. Over time I’ve developed a real affection not only for sport and fitness but for the hospitality industry as a whole.’

Building a successful career

‘Follow your passions and your strengths. I made a promise to myself early in my career that I would always work in sectors of interest to me and this has meant I’ve always had great job satisfaction. Enthusiasm also motivates others and helps create a positive working environment.’

Tammy Mariaux, director, Arena

‘I opened my first restaurant with my husband when I was 22. Being self-employed was a major influence on me and I loved working for myself. Together we started several more restaurants, sandwich bars and pubs and I’m now a self-employed consultant and director of networking group Arena.’

Smile!

‘You’ll need excellent people skills, a hardworking approach and the ability to smile through the day. You can get a long way on a smile in this industry. Don’t be afraid to start at the bottom – you can work your way up quickly. It will give you a good understanding of the different jobs and earn you respect.’

Tim Lamb, chief executive, Central Council of Physical Recreation (CCPR)

‘With a background in playing professional cricket and a keen interest in what was happening off the field as well as on it, going into sports administration was a natural progression for me. The best part of my current role is the variety of the work. There are 270 different member organisations of the CCPR, ranging from the Football Association to the British Wheel of Yoga.’

Making a difference

‘It’s important to listen as well as talk. In this way you can respond to your employer’s needs, show your initiative and ultimately move up the career ladder. Don’t be impetuous or impatient but try to demonstrate reliability and make a difference.’

Tracey Brown, executive general manager, Ramada Jarvis Hotels Ltd

‘The early realisation that there is no limit to great customer service made a big impact on me. I realised that I had the ability to make a real difference. In hospitality you’re always able to see how what you are doing affects the customer. Customer expectations change constantly and it’s important to always stay one step ahead.’

The best bits

‘I love the fast-paced environment of the industry and, in particular, I really enjoy running a business. I have a passion for continual improvement, which is very useful in the hospitality, leisure and tourism industries.’