Thinking back over the last 20 years I have spent in the hotel business, I admit I sometimes have moments when I have to remind myself why I came into the industry.
My father worked in the high-end hotel sector, so essentially I grew up within 5-star hotels. Whilst this could appear to be a glamorous childhood spent lounging in the idyll of hotel lobby and eating in the best restaurants, I also learned about the less glamorous side pretty early on. My first jobs were in hotels, albeit back-of-house in the kitchens, stewarding and laundry departments – a world away from the seeming glitz of the front-of-house operations.
When the time came to choose a University course, I opted to move towards what I knew and felt familiar with. After completing my time at University I immediately embarked on more (practical) training in London, earning next to minimum wage for 3 years. I remember often thinking to myself, “What am I doing this for?” All my friends seemed to be off enjoying themselves, while I felt stuck working evenings, weekends and nights, for next to no pay. What was the upside?
Looking back now, I think that may well have been some of the happiest times of my career. I was constantly learning a new skill and developing my professional repertoire. Whilst I didn’t appreciate it at the time, I was establishing myself in a career I would continue to embrace, enjoy and feel pride in.
The expression “I wish I knew then what I know now” comes to mind a lot. Which is why I try to pass on as much as I can to the up & coming generation – trying to make them appreciate that what they’re doing now, whilst it may seem tedious and interminable, will stand them in great stead in the long-run.
I am now the General Manager of a wonderful hotel in the middle of Mayfair, and really understand and appreciate the importance of getting work experience and training right; it is the difference between staying in the industry as a career, and just passing through.
As a professional operator, I think it is worth regularly reminding yourself of the importance of your own continued development in progressing your own career, as well as those of the people on your team. Whether it is from within your own business or from external sources training continues to be important, and I never have admitted I know it all.
For me, personally, winning a Master Innholders Scholarship was a turning point back in 2004. Two weeks at Cranfield made me really understand myself and where I was placed in the world. I now am the Chairman of the Master Innholders Scholarships alumni (St Julian Scholars) that was introduced to ensure that not only do we keep in touch with each other and share learning and best practice, but that we continue our own professional development. This legacy is very important to our stakeholders, The Worshipful Company of Innholders, the Savoy Educational Trust and the Master Innholder’s Charitable Trust. We want to make sure that the reach of the scholarships goes further, ensuring the applications are coming in for the scholarships from a wider selection of hotels, it is not meant for just hotels owned, managed or run by Master Innholders and St Julian Scholars.
Hospitality has fantastic opportunities for people who are willing to work – even better if they have someone willing to help them on the way too. This industry really does want to support those who wish to grow and develop, and it is this quality that is one of the factors that makes this industry so exciting to work in. Not only are there great opportunities, but the industry will work with you and support you like very few others. We can be quick to point out the negatives in hospitality, but at the same time, the good outweighs the negatives. Better still, there are leadership groups that want to help more and more people through scholarships, training and opportunities.
This industry may ask a lot of each individual but it also wants to give much back to ensure we have a strong professional community that is constantly improving and developing.
About the author
Oliver Brown is the General Manager of London’s luxury boutique Flemings Hotel in Mayfair and also the Chairman of the Master Innholders Scholarships alumni (St Julian Scholars).
