1.) Collaboration and mentorship is vital for career evolution
As a Master Innholder, I really appreciate the mutual benefit and support of mentoring talent in the industry, as everyone has a different perspective. This helps future-proof the talent pipeline, and both parties learn so much. To ensure translation into action, surround yourself with people who motivate you, and who you trust. Everybody has a specialism and drawing that out is so important.
2.) Know the difference between city centre and country house hotels
Guests at country house and city centre hotels will act differently but their expectations are the same. Country house hotels typically have a lower volume of guests, and therefore more team members to look after each guest and spend more time with them. Within a city, we need to be more reactive, commercially and operationally. We have less time to impact a guest’s stay positively, so efficiency, knowledge and delivery is key.
3.) Always be proud of your hotel’s roots
If you fully understand and are respectful of locality, produce and products of surrounding areas, this elevates collaborations, guest experience and makes for a more interesting offering, whilst working in a more sustainable manner. At Legacy, The Grand’s fine dining restaurant, we strive to champion local producers. We work with ceramicists based in York, R&J butchers in Ripon, Fishmongers Fowlers of York and C&S Sourdough in York. However, it’s important to always make sure partnerships are authentic.
4.) AI is more than just ChatGPT
Learn to embrace artificial intelligence in a positive way, such as using programmes like Copilot for day-to-day support and to streamline simple tasks. I find this gives our Grand Family Members more time back to spend with guests and working on things that AI cannot support, such as providing unbeatable Yorkshire hospitality.
5.) Fridays are not for meetings
I have implemented a ‘no-meetings-Fridays’ policy at The Grand, and I have seen a positive impact across the board. It allows us to make the most of meetings on other days, focus on the discussion and deter unnecessary meetings. It also frees up time for us to get in the operational areas of the hotel, shaking the hands of guests, being present and proud in the moment.
6.) Work-life balance is key
Having balance is so important to ensure you don’t drain yourself. You must have time to relax and be present with your family–keeping time with loved ones is how we can recharge and relax. To do this, it is vital to have a supportive team around you. Make sure you also empower those that you work with to make decisions–micro-managing is not necessary. This helps you to switch off when taking leave.
7.) The hospitality industry is a small place
There are so many associations within this industry, which is brilliant, but always be mindful and behave in the right way. Always be respectful, embrace opportunities and communicate correctly when things aren’t working. It is imperative to have ambition to develop personally and develop others–this gives back to the industry many times over.
by Eamonn Crowe
