Hospitality staffing crisis - education and apprenticeships with two young starters

Speaker A: Trying to get into the students when they're in their year 9, 10 and 11, where they're still making their career choices

Speaker B: is the breadth of jobs that we do have available.

Speaker C: Tell us, tell us how that needs to change and we'll change that. Hairdressen have had it nailed down forever. That's why there's the top three brands and that's the only three brands that anybody goes to. Anyone else trying to penetrate the market really struggles.

Speaker D: I always wanted to do weddings. I think I started off um, coming into hospitality when I was 16 years old.

Speaker E: I did work experience here before and I really enjoyed it and I just thought why not come back? You know, just it's everything really that I wanted to do.

Speaker F: There's a staffing crisis in hospitality. We've known that for a while. We need to find a way to make it a career of choice. We speak to the principal of Bishop Auckland College, the hotel manager at Redworth Hall Hotel and hoteliers in the region of County Durham about why hospitality is a place to work. We are also joined by two apprentices who talk about their experiences and the opportunities in the industry.

Speaker G: Hoteliers voice exploring opportunity and hospitality with Ryan Haynes Hear from the people making a difference.

Speaker H: So like to welcome up Daniel, uh, Rich, general manager at the Red Wharf Hotel. Right, so um, this year has been a hot summer. Was it a successful staycation market for you?

Speaker A: For us it's been a really good strong summer. We started our financial year starts in May and um, we've had a really good strong four months and yeah, things are going really well. Um, so yeah, looking forward to Christmas, winter time,

Speaker H: the benefit. You've got the big space outside and you've been able to put on a few activities. What the sort of things that you've been able to do. We've got crazy

Speaker A: golf and we've got different outdoor activities. Kaplan could some outdoor bits. Uh, we're just adding some internal bits for Christmas, uh, in the wintertime to argumentative darts and shuffleboard and that kind of stuff so that couples that are staying with us on that anniversary stay or that romantic stay, I've got some to do in the, in the wintertime.

Speaker H: So this year, I mean patterns for booking have been changing a lot. We've had a lot of conversation about these last minute bookings that are coming through. What's that lead time looking like for you at Redwood?

Speaker A: It's still a challenge.

Speaker H: Yeah,

Speaker A: uh, yeah, lead time is still a challenge of you're looking at pace and you're looking at how the Business is going um, and yeah that can be a real challenge.

Speaker H: So what do you do to manage that challenge?

Speaker A: Um, for us it's about different marketing. I mean because we're not branded, uh, we have the ability to do different styles of marketing. So we've started advertising with ChatGPT for example. Um, so we've got an ability to do different elements. Uh, we're using some AI models um, such as high jiffy for conversations to engage the customer before arrival um, and teaching that AI bot the right type of Redworth conversation and uh, make sure that knowledge base is correct to start them conversations and, and try and get some of that pre booking done before arrival.

Speaker H: Because one of the things it's an episode I just launched is around flash sales and impulse buying. Um, what sort of tactics are you using the types of distribution channels that are really working for you.

Speaker A: Yeah, I listened to the podcast earlier in the week. Thank you. I think it's interesting to hear the conversations around Groupon and Woucher secret uh, escapes and the different suppliers. I think it's about turning some of them off, turn some of them on and kind of playing some of them off against each other um, so that we can drive the right type of volume and also look at the customer base, um, we do a secret escapes Chateaubriand offer for example where um, the type of clientele that comes for that is different from a voucher or a Groupon.

Speaker H: Now one of the things concerns for you when we were sat down and talked about what do we want to put on the agenda today is cost of acquisition. So talk to me a bit about how your perceiving that and try to balance profit wise.

Speaker A: I think it's looking at the customer journey um, before arrival and the booking journey, um, we're looking at changing booking engines um, so that we can make that click process quicker and simpler and creating that um, unique itinerary for the customer. So whether they want the spa day or whether they want to uh, add wellness package onto their room um, or add dinner um, is about kind of creating that right journey. Um, we're very lucky with direct businesses is quite strong for us. Um, otas uh, are there when needed, um, through the winter period. Um, but we've got to kind of create that right customer journey.

Speaker H: As you say you've got a resort here. There's so many different ways in which they can obviously package what they have available here that people aren't just looking for a head and a bed anymore. It is a value package. So I guess you need to Figure out how you can, uh, present that on your website to make that bookable.

Speaker A: Yeah, for us, I mean, the wellness packages has been an interesting one where people, uh, are now putting pictures of themselves with a red LED mask in the bedroom, uh, on TikTok. And you're kind of like, this is weird, but you know, people want that stuff and, you know, it's kind of creating that unique experience. It's something a bit different for everyone.

Speaker H: I mean, increasing spend on site, you've really been working that pretty hard here. Um, and you found ways, we were talking about in the restaurant last night of ways you can help increase that spend per guest.

Speaker A: Yeah, I think that add on spend is quite acceptable now. People buy gift vouchers and then someone accepts an upgrade and then they want another wellness package or a spa treatment. So that kind of add on kind of process is part of now, the booking process and generating more revenue and ultimately generating more profit.

Speaker H: I mean, within the menu, there it was the, uh, was it the curry and being able to add the curry garnish? You can add the

Speaker A: curry garnish or the state garnish, so you don't have to have the poppy, you can add it on as a side. Um, but then people are willing to accept that menu, uh, price for the dish, and then you can add bits on

Speaker H: and then if you offer a package, it's a 2met2 2 course, which then you're likely to be able to upsell to a third course

Speaker A: of two course and then you can add an additional course on. So each point you can add little bits on

Speaker H: M. And why do you think, where do you think that consumer mentality is coming from?

Speaker A: Flights? Um, I think the whole jet to Ryanair kind of model means that people are willing to pay for their bag and their seat and, uh, the different elements. And when we do it in hospitality, uh, we can then add different bits on which then make a difference.

Speaker H: So hospitality as a career then, uh, tell us, where did you start?

Speaker A: I started as the kitchen porter. And for me, I used to work for a company called Queens Motorhouse Hotels. Uh, and I did a management training program with them. Um, and that for me was great opportunity to learn different parts of the hotel. And, um, yeah, Queens Motor House for me was a really good place to start.

Speaker H: I mean, clearly you've got a lot of enthusiasm still for the industry, um, and for what you do. What is it that really excites you?

Speaker A: I enjoy just being in hospitality. You know, big team here, 165 staff and working with the team on hospitality experiences for guests every day is important for what we do. Um, but for me getting into that careers bit, getting into schools, colleges, uh, and working with different education providers is also important so that we understand that we've got people uh, that are coming through the business moving forward.

Speaker H: I mean one of the biggest challenges is finding staff and finding staff that are going to stay and going to commit to what demands of hospitality require. How are you seeing that change, uh, over the last few years?

Speaker A: Um, I think trying to find the right people with the right attitude is a little bit more challenging. Um, and making sure that people have got the right attitude to be here and actually want to be here and work. Um, I mean I've got a variety of stuff here. I've got some staff that have been here 25, 28 years and they're ingrained as redwothers. Um, so you've got the balance of that and then you've got the newbie. We're going to meet uh, some of my graduates later. But you know, um, Ruby's a 16 year old, she's been here five or six weeks. Um, so you've got the whole variety in between.

Speaker H: It's exciting because we are going to be, as you say, speaking to a couple of these graduates just shortly, uh, along with Sean Hope, uh, from Bishop Auckland College, um, who's just over there. But first, um, let's loosen your tonsils, shall we? Um, I'd like you to get talking on your tables, uh, really about what you're doing in relation to your career, where that's come from, how you're supporting careers in your organization and any challenges you have around entry level roles. So a little bit of a warmer up there hopefully, uh, to get you guys started, um, at this point I go around the tables and find out, you know, what are some of the thoughts, some of the ideas that you had on each table. Daniel, since uh, you were on this table, what were some of the rest of you saying here?

Speaker A: Um, so about university programs. Um, Sir Tom was talking about um, Marriott and about how they can do a university program to take people into revenue management and different areas. Um, and also trying to get into the students when they're in their year 9, 10 and 11, where they're still making them career choices because otherwise they've made their career choice and they're going off to do different things. Um, and also then the gaps in kind of, uh, Anna was talking about the gaps in um, when someone leaves on a one month notice. Um, how do we fill that gap, um, and whether we have people that are graduates that can fill different roles, um, rather than creating that gap within. When you're really busy.

Speaker H: Yeah, interesting. How early can we touch in with some of these and get them interested in hospitality? I found out I was chatting to some young chap the other day who's 14, uh, just decided his GCSes and he's going to do a hospitality GCSE, which I understood they'd got rid of. So perhaps they're bringing them back. David, um, what was on this table?

Speaker B: Um, so we were talking about um, what I believe is called the Aspire um

Speaker I: program,

Speaker B: which essentially is a program where um,

Speaker H: you

Speaker B: kind of identify people within

Speaker I: an

Speaker B: organization.

Speaker I: Um, so a young person, maybe in their 20s,

Speaker H: um, that is

Speaker I: interested in hospitality

Speaker H: and you basically put them through

Speaker I: different departments within the hotel. So it's not just a case of having them working in the restaurant, but they do maybe do six months in the restaurant,

Speaker B: six months

Speaker I: in the bar. Reservations, um, maintenance, I

Speaker B: think was

Speaker I: the example that Rob used there. So

Speaker B: that's one of the

Speaker I: sort of um, the sort of solutions

Speaker B: to kind of get

Speaker H: um, staff

Speaker B: in

Speaker I: and kind of build them confidence and everything

Speaker H: else. I think we were also talking about sort um, of student placement, so getting student, graduate students in, um, for the spa. So obviously there needs to be a certain

Speaker B: degree

Speaker H: of um,

Speaker B: education. You can't just go

Speaker H: and.

Speaker B: Well maybe you can, I don't know.

Speaker H: Um, but. But

Speaker B: then again supporting them as well. So

Speaker H: if

Speaker B: they want to do that sort of next level

Speaker H: of

Speaker B: education,

Speaker H: it's

Speaker B: not just a case of saying, right,

Speaker I: you know,

Speaker H: uh,

Speaker B: level one certified. Um, then

Speaker H: at

Speaker B: CM hall they were

Speaker H: sort of uh, putting their staff through additional certification and obviously then that locks them in for a kind of year or so of continued service as well. Um, but yeah, really about sort

Speaker B: of supporting the teams, looking at

Speaker I: university,

Speaker B: um, uh, students and things like that to try and get

Speaker I: some stuff in.

Speaker H: Lovely, thank you very much. Okay, um, if I come over to this table here, who would like to take the mic? Oh Ian, you're going to take it.

Speaker B: But then we also talked about how um, realistically, across many of the hotels, um, and resorts that are probably here and elsewhere is the breadth of jobs that we do have available and even from a graduate or post university stage of how they can sort of work in the industry, whether that's sort of somebody who's done a golf degree, um, uh, who've got a golf course on there or whether it's land management or whether or not there's somebody who really just wants to sit in front of a computer. Well, they can do that. They just become a reservationist, um, for it. And we just don't sometimes don't get the wrath of jobs out there enough to the sort of the younger generation into what they can offer, rather than them just thinking that everybody has to be a waiter.

Speaker H: You were saying, though, that you graduated from Bournemouth Hospitality course and there was only three of you who. Yeah, it was a long time ago.

Speaker B: It was 1995, and I think there was about 120 of us in the year doing hospitality management. And at the end of the year, uh, we sort of said what we were doing and there, I think there was only three of us that were actually going into hotels at that time. And that was sort of 30 years ago. So, unfortunately, I don't think it's. The dynamics have changed that much. And, you know, people go off into brewing, go off into become marketeers, you know, apparently very important people. Um, so, uh, the actual people who physically want to go into hotels as a career from the start, I still think is quite low.

Speaker H: Yeah, perhaps, uh, an issue that's always been ongoing but maybe hasn't been so stark until recently that we've had issues around finding enough staff on this table. Anand, do you want to summarize or is someone else on the table? Yeah, I mean, happy to

Speaker J: pass around.

Speaker H: Um, but yeah,

Speaker J: we have similar sort of, um, where we echo most of the comments here, but, um, another

Speaker A: some of the

Speaker J: challenges is graduates that I had. Um, a

Speaker A: lot of them have a lot

Speaker J: of qualifications

Speaker A: but

Speaker J: not much practical experience using the systems,

Speaker H: um, and vice

Speaker J: versa.

Speaker H: Another one is misconception regarding salaries. A lot of hoteliers can earn more than doctors. So it's about educating the sort of the new generation on

Speaker J: what they can be earning. Um, because a lot of the time they might be thinking, you know, hoteliers just work long hours. They're here, they're everywhere. Um, but it's about educating them what sort of salary they can expect when moving into this industry.

Speaker H: Thank you very much. Um, now we've actually got three podcast celebrities in the room. Uh, we're going to come to one of them right now. It's, um, Paul borg, um, with NextGen, uh, hospitality. Now, firstly, tell us about your podcast.

Speaker A: Yeah, I started the podcast about, um, two years ago. Um, and the reason was I wanted to talk to senior business leaders that I admired and aspired to be around how they came into hospitality and the benefits that they've received from working in Hospitality, um, because as gentleman's just said, I think we have a real challenge in the fact of everything's always based around catering

Speaker K: and food and beverage,

Speaker H: long hours, housekeeping, blah, blah, blah, blah. But nobody

Speaker A: talks about, you know, what the majority of us get benefits around the room and the lifestyles that we've got. And you know, these were senior people to me and talking about their lives that they'd led and where they'd managed to work, where they lived, what properties they owned, what their experiences of life can be. And every single member that I discussed with

Speaker K: started really at the bottom.

Speaker H: Some of them might have done degrees, but it could have been in history, geography,

Speaker A: uh, a lot were accountants that didn't fall into it and then ended up being MDs, chief execs, owners, uh, of properties. And I think it's something that we, we don't do a lot of is talk about and celebrate what as general managers, which I am, um, the lifestyle that I lead and the experiences and being able to come to places like this and talk

Speaker K: that

Speaker A: we all do that. They all think we're kind of stuck in the

Speaker K: hotel cleaning bedrooms, checking

Speaker A: in, doing this. And

Speaker H: yes, we've all done that. And you have

Speaker A: to work hard in your 20s and 30s and work life balance if you want to get to the level of the majority of people in this room doesn't exist in your 20s and 30s. But then you can start to see the benefits of it now. And I think that that's quite key. So that's why I started the podcast and it's doing well and hopefully people are students, um, particularly getting to listen to it and it inspires them to

Speaker K: be the next, you know, Robert Croke, Nick Northern, David

Speaker H: Anderson, that are all senior leaders within business, managing hundreds of

Speaker A: hotels.

Speaker H: Right, we're going to move on now. Um, we're going to firstly have Sean who's uh, going to come and join us on the stage as we start to have a closer look at ah, this area around careers and getting people in hospitality. Before we're going to have our two students come along and join or graduates come and join us as well. Please take a pew.

Speaker C: Thank you very much.

Speaker H: Uh, a little round of applause here for Sean Hope.

Speaker C: Thank you everyone.

Speaker H: So principal of Bishop Auckland College, just give us a little bit of background first. Uh, Bishop Auckland College is.

Speaker C: Yeah. So Bishop Auckland College group is how I describe it. We're group because over in Bishop Auckland, not far from here, about six miles, we have a general further education college there around about two and a Half thousand students will come through that. But we're a group because just literally a mile along the road we have an engineering and manufacturing centre. We also have an alternative education school. And interestingly for all of you, just last year we opened a centre in the middle of, on the high street in BISHOP Auckland, the McIntyre Centre, which is a hospitality and catering um centre where we look to train the next generation through our training kitchens and restaurant.

Speaker H: So talk to us about those hospitality courses then. How are they made uh up? How do students enter, uh, when do they leave?

Speaker C: Yeah, absolutely fascinating conversation here because it sort of echoed lot of my opinion uh on this. So we'll talk about hospitality but really it's through education. It's largely hospitality and catering and if I was to do a split you'd think it's more 80% catering, 20% hospitality. I actually think we've got maybe something we want to explore but bit of an image issue here with the hospitality sector certainly in education and um, you'll find a lot of people will come through with, with the ambition of following a top chef and won't necessarily know what Paul's alluding to there. Some of the careers they could have across hospitality typically run the one year programs, um, level one, two and three at college, progressing into higher education, um, which typically then moves into sort of the management, the hospitality management and supervision um, and then of course apprenticeships which I hope across your sector you know about. They range from level two through to level five, um, of different sizes and scales as well.

Speaker H: What's the level of engagement between students and actually having work placements and gaining the real experience on top of the actual courses.

Speaker C: Um, it has been difficult hence our move to create a centre ourselves. Um, something I'm really really passionate about is in every talk in hospitality today. But in any sector that we work across we make sure that there's real life work experience that's attached to that. The ideal for that is the sector. You guys come to us and offer those opportunities. Daniel kindly does that um, with our students from the college. Um, but we haven't always got that so we've created it. We've opened a commercial centre. It's got a um, training kitchen in there. Students who work in there uh as a chef will be training and serving their meals all day every day. Um, front of house will be a student, um, support um across the events team will be students as well. So we try to create those the best we can. Sadly we don't always get employers who are willing to come forward and support students. And I understand that, I understand it because that takes extra supervision, doesn't it? And that means that's extra cost to you somewhere along the line and when costs are tight and it's usually the first thing that goes.

Speaker H: I mean you're delivering, uh, obviously more of a very structured course there, but there's going to be skills that they need to possess to be successful in hospitality. Where do you see that the sort of gap is there, which is more work based rather than what you can actually deliver?

Speaker C: Yeah, there are so many and actually we covered them on the table in that short discussion we had there. Um, I'm going to sound like I'm slamming my own sector here a little bit, but education, so slow in change, so slow. Typically a, ah, qualification change takes five to, sorry, three to five years. And if you think where your sector's at compared to three to five years ago and the changes that have happened, so whatever we're delivering, it hasn't been changed for a few years and then when it was created it was maybe five years old. So we're way behind. We've just talked about um, systems as an example there, ah, Oracle. You guys have been mentioned a lot there. We uh, need to be thinking about getting Oracle Systems into our college, obviously free of charge because these guys are going to donate them, but getting them into our colleges because what I've heard from chatting to Daniel since he came over on Tuesday and what I've heard around the table is that could be the difference between taking someone or not. Could they hit the ground running on those systems? That's a simple one. But then I heard the conversation here about spa treatments. We've got wonderful hair and beauty. Um, section. Are we really teaching the things that they need to go into this, like the luxury spa sector, or are we teaching the things that need, teach them to go onto the high street, be a beautician or a nail technician or whatever may be. So the way to do that, and it's enlightened here, it is to get you guys engaging with the education sector and tell us, tell us how that needs to change and we'll change that. Sadly we need the qualifications to catch up, but we'll still do it over and above.

Speaker H: Really a lot of inspiration needs to be delivered to students to really help them understand the opportunities available. And Daniel comes in and he speaks. Do you have other hospitality leaders come in and speak to your students?

Speaker C: Um, it's difficult, I'll be honest with that. Uh, chatting to Paul there and, and Luke and the same. They go into colleges and deliver, um, those. It's hard to. It's great to hear that. But it's rare. It's rare. Daniel's the only one who actually comes in from, um, a hotel and speaks to our students. We've got others that come in. So Michelle's team will come in and talk about visitor economy across Durham. We've got people who'll come from visitor attractions and talk to us. But it is difficult. And I absolutely do believe that then creates an image problem, which is, that's not a sector I want to go and work in. Um, sorry if I just finally say, as well, it's cross. I'm talking about hospitality here, but we've had a really good. Jacob had a really good conversation about construction. No one's talking to my construction students about this sector or my engineers about this sector, my business students about this sector. Um, I think we've got an image issue where we're just talking to hospitality catering students and it's really largely catering students that we're trying to get.

Speaker H: Where do you think that parental influence comes in? Because we were all influenced by our parents when it comes to sort of deciding our future careers.

Speaker C: Yeah. Um, it's huge. It's hugely significant. But it's one of many influences that you can have. I think if we talk about exposure, expose our students at any age, across any part of their education, if you expose them to opportunities. I'm, um, going to. His head's going to swell, as I say this, but Daniel came in and talked to our students the other day and I wasn't in college on the morning when he was in. I came back on the afternoon. Hear about the presentation he's had and the conversation he's had with the students that's exposed them to something that they would never get at home. You talk about those wonderful experiences, going to Grantley hall or one of your, uh, other amazing sort of venues. When would a student first see that? When would they? Probably when they've been so successful in another career that they can afford to do that. But then they might. You've missed them. They're not joining your sector. So what are you doing across your sector to expose these people who might be your next talent? How are they coming in? It doesn't need to be for a state, it doesn't need to be for a commercial agreement. It could simply be. Could they be one Tuesday every month where we bring a school group in, give them a tour round and we make it known to our guests that day. We're doing it because we're creating the next generation. That level of exposure would be absolutely significant. Um, and I think would make a real difference in changing the image. What is across the sector.

Speaker H: Yeah, I mean, 15 years ago I was working for a company that was providing channel management tools and revenue management was a new toy, new term coined at that point. And I was going into a few colleges, talking to them about it, putting these systems, installing these systems in. And, um, students hadn't ever heard of this idea of revenue management. Uh, the whole industry really hadn't heard of it. And the chitter chatter amongst them and the interest of how they can manage prices and rates and uh, work of online travel agents. So it's actually, at the time in the late noughties was like, wow, a whole new thing. It was like digital marketing, social media that is today. And then we installed these tools and I was really surprised by how well they were used. People were going to the library as it was then, um, to go on the computers and play around with these systems. And we definitely need to do more, I think as an industry, particularly vendors need to do more as well to support that. I've always said that you get in early and if you have an interview and they say what systems do they use, they're going to tell you the ones that they used at college. And as you say, if Oracle has been on their desktop at college, then they're ready to work in your hotel.

Speaker C: I'll give you an example, Ryan. Uh, I gave the same example to an engineering, um, supply company the other day. So you'll think, random example, um, the hairdressing sector have that right? Absolutely have that right. So we've got to hair salons in our college, every college does. And we'll have Weller or Vidal Sassoon or another big brand who will fight to give us things for free. Because they know that if you've trained with that, that's what you're going to input when you move into your own salon, you're open your own place. So I'm chatting to an engineering company and I'm saying you want us to use your tools, give them to students in their hands at the first point of contact because the moment they then go into their workplace and they might be in the stores, they might be ordering the kitten equipment, their mind's programmed to go to your kitten equipment. Hurdison have had it nailed down forever. That's why there's the top three brands and that's the only three Brands that anybody goes to, anyone else trying to penetrate the market really struggles because they haven't gone downstream enough. And I think the same applies to vendors across. If you want to make an influence across the sector, but you've got a long term vision for it, get into colleges and schools and start implementing. At that point they won't know anything different then it'll just be part of their curriculum.

Speaker H: Sean, thank you very much indeed.

Speaker C: Thank you very much, everyone. Cheers.

Speaker H: Right, starting off careers, eh, Daniel? Inspiring people all over the place. You're quite a hero at the moment.

Speaker A: No, not at all.

Speaker H: So you started off working with apprenticeships. Um, how easy has that been?

Speaker A: It's been a good journey. Um, we've got apprenticeship, different, uh, levels. Uh, Aspire level one, level two, level three. Um, so currently Rob's got Jayden who's based out of here, he's done a holiday in Jesmond, is now doing Doubletree as a Hilton at the Newcastle Airport. Um, and then May has been out of York, um, and doing some stuff at uh, Harrogate and Majestic for a year, um, and is now with us, um, for a year doing her placement here. So, um, and then Ruby's just joined us three, four weeks ago. Start. Yeah, start of September, uh, as a score leaver, uh, uh, on the talent program. Um, and it's great to have the different levels coming through, uh, and then they can learn different parts of the business.

Speaker H: Awesome.

Speaker A: You're gonna be gentle with that?

Speaker H: I'm gonna be gentle. Is that all right? All right. Okay. All right, so we're gonna start off with Maya, right? Yes. Okay, so, um, Maya, what is your job here?

Speaker D: Um, so I'm currently doing the Aspire program and it's through Cane Group, um, so that involves all the different departments. So I started off in the Double Tree, the Majestic, and then now I'm at Redworth. Um, so I did a bit of chefing, housekeeping, spa, um, food and beverage, and then a bit of, um, reception. And it just gives me a nice aspect of all the business across, like the departments. Um, I got to experience like answering the phone calls, like, um, talking to guests, um, just basically becoming more confident in myself. Um, and that's really helped with the Cane Group as well. I've got Daniel and I've got Sandeep as a mentor that have really like, pushed me through.

Speaker H: Oh, fantastic.

Speaker D: Um, so I'm currently now in the offices downstairs, so I'm doing like, events and meetings, talking to clients, um, and doing show rounds and stuff like that. You've

Speaker H: been all over the place,

Speaker D: everywhere.

Speaker H: Wow. So, um, two and a half years, is that right?

Speaker D: Two years.

Speaker H: Two years. So when you have been going around, uh, which say part department were you most excited about experiencing?

Speaker D: Um, so I always wanted to do weddings. I think I started off um, coming into hospitality when I was 16 years old and I got pushed into the wedding kind of industry. Um, so I've always wanted to do weddings but then I've like got to do restaurant, bar. But like throughout the spy program I think like chefing has actually come like quite nice. I really like it. Um, and I do like enjoy the fast like environment and stuff like that. Um, but yeah,

Speaker H: so you said you're sort of building your skills but also your confidence as well. Is that what picking up the phone, talking to people?

Speaker D: Yeah, yeah, just, I generally just like uh, being able to like talk to quite a lot of people and just coming out my shell a bit, which is really helpful. Um, and especially for like people coming into industry, like 17, 18 year olds, um, making sure that they feel comfortable and confident in the business.

Speaker H: And how would you describe like a hospitality team that you work with?

Speaker D: Um, well, I work through different departments so um, all the teams are really good. Um, especially the wedding one. Um, and Kim and all them, they're really lovely. So

Speaker A: good on nights, haven't you?

Speaker D: Yes. And nights as well.

Speaker A: You've done a

Speaker H: few nights? Yes.

Speaker D: You've

Speaker A: done two and a half months on nights.

Speaker H: Wow. Wow. How was that for your sleep?

Speaker D: Um, not great.

Speaker H: So what's your favorite shift do you like to do?

Speaker D: Um, I quite like reception. Uh, reception's nice. I get to speak to a lot of people. Um, and again weddings and everything like that.

Speaker H: You don't mind doing the weekends to be able to enjoy the weddings?

Speaker D: No, I quite like, um, all my friends are in hospitality so they get the random Monday, Tuesday off. So it's nice to spend time with them as well sometimes.

Speaker H: Excellent. And where do you see is the next step? What do you want to be doing?

Speaker D: Um, so hopefully, um, I would want to be um, maybe assistant manager in food and beverage, um, and then eventually going to food and beverage manager and hopefully ops manager as well in the um, future as well.

Speaker H: That's a career path. Very nice and lucrative as well I hear. Very good. We have a sports car. Before you know it, you know that's what you want. Of course. Or get your five, five bedroom mansion. Um, okay. Thank you very much indeed. It was lovely speaking to you and Ruby, you've just joined?

Speaker E: Yeah, I have yeah, last week, my first week.

Speaker H: Wow. Okay, that's really fresh. So one week in then. Um, what's been, what would you say are the highlights you've experienced so far?

Speaker E: Just meeting everyone. Everyone's really lovely. They've been really helping me out, like getting my feet bearings around. They've just been really helpful. Yeah.

Speaker H: What was it that thought, oh yeah, I'll give hospitality a go.

Speaker E: Well with. I did work experience here before and I really enjoyed it and I just thought why not come back? You know I've just. It's everything really that I wanted to do like with, with the apprenticeship I've got. It's the hospitality talented one. So it's kind of like literally everything in the hotel. So it was a win win really for me. Yeah.

Speaker H: So you get to interact with many different people, different parts. Is it ever boring?

Speaker E: No, not so far.

Speaker H: Um, have you tried other jobs? Have you been ah, tried any other things? I

Speaker E: used to, to have a weekend job before here. I used to work in a store so I was really good with like communicating with people anyway. So yeah, I like having that communication with people, being able to speak with people and I thought here would be the perfect place for that as well. Yeah.

Speaker H: And so you've done a bit of studying as well on the course. What sort of things did you learn on your courses?

Speaker E: Um, when I was at college I did health and social, social care, so it was quite a lot of like learning about how different people would be able to be able to communicate with them. I did English language and I did media studies as well.

Speaker H: So a few skills that really help you out here in this place. So you never know where you're going to use those. Maybe across some of the marketing department as well I guess. Um, and what sort of uh, activities have they got you lined up to do coming forward that you're looking forward to?

Speaker E: Um, well, currently I'm in the beauty section so I'm working in the spa area and then after that I'm not sure where I'm off to so far, but I'm excited for wherever.

Speaker H: Oh yes. So you get the big Christmas delights that they have here. There's a lot of events that they're going to have on as well. So you've got a lot of big magical atmosphere I believe that you'll be having here.

Speaker A: We've taken on two students at the same time so um, Elizabeth is also there. So both of us are started down, uh, on the desk, on the front desk. Um, and then we can move the students around, uh, and work as part of their education program as well.

Speaker H: Great. So it's quite nice to have other people in the same boat as you.

Speaker E: Yeah, absolutely, it is. Yeah. So, like, we're all kind of in that one sort of thing, so, like, we all know what we're doing at the same time. Yeah,

Speaker H: that's brilliant. Well, I must say to both of you, good luck with it all. Um, work hard. And I honestly tell you now, as everybody else in this room would say, tell you, it will pay off for you, won't it, guys? They are okay. So thank you so much for giving up some of your time this morning. And I know it's a bit nervous joining us, but I really appreciate it. Thank you. All right, thank you very much. So careers in hospitality, um, how do we support careers in hospitality? How do we get people from leaving college and then progressing at the right level? And the industry is obviously changing so fast. You know, how do you get people understanding the revenue side, the marketing side, technology, operations and finance. Um, so as part of that, um, I'm going to introduce you to Hospa, um, which is a professional organization for those that work in technology, revenue and finance. And they also run the Hotel Marketing association. And you can sign up and become a member entirely for free. Well, thank you for joining us as part of the Roundtable roadshow, the County Durham edition. We are coming back for more in 2027. We have have 10 dates. Look out for those on our website,

Speaker F: hoteliersvoice.com they'll also be promoted across all our channels, so look out especially on LinkedIn and Instagram. Otherwise, please subscribe. Um, this podcast only survives from the fact that we have an audience and we have hoteliers engaged. I'd love to hear your stories, your opinions, your thoughts and topics that we should cover. My address is ryanoteliersvoice. Ah.com. i'd love to hear from you. Thank you. Thank you so much. Have a great day. Ciao for now.