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Sally Grimes, quality standards manager


absolutely right. The hours are not for the fainthearted, though, with service beginning with breakfast at 7am and often going through to evening with events managed through our sister company, Inn or Out Events.


bartlett mitchell


Everyone at the contract caterer shares a passion for food and a desire to make each meal memorable


bartlett mitchell is a multi-award- winning contract caterer based in Egham, Surrey. The provenance of the company will inspire those who love hospitality, want to start a career in catering, or may be budding entrepreneurs and will one day have a business too. The founding owners are Wendy


Bartlett MBE and Ian Mitchell, who set up the company in 1999 around the kitchen table with the aim of providing fresh food and innovative meals for customers and clients in workplaces, with a friendly team of people who work well together and have fun. Seventeen years on and the company


has grown to a team of more than 800 based in locations throughout London and Surrey, around the M25 from Essex


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to Swindon and now into Manchester. There are 90 contracts across business and industry, private hospitals, schools and manufacturing.


Small company, big heart bartlett mitchell feels like a small company with a big heart: every team member receives a birthday card and gift, the company has an annual staff party, an awards celebration evening, lots of area socials and regular AGMs (that’s All General Meetings, because no-one is excluded). Everyone in the company shares a passion for food plus a desire to be innovative and make each meal memorable. There is also a lot of love around: every team member who joins bartlett mitchell loves getting service


From assistant to executive The rewards can be great too: Ewa Gretkowska began her career as a hospitality assistant and today is one of our area managers, and Bozena Burczak transferred from being a deli assistant in a site to accounts manager in Egham. Today the founding owners are still intrinsically part of the business, working to promote the hospitality industry and help shape bartlett mitchell as one of the Best Companies to Work For – an award won five years in a row. The company has also won The Sunday Times Best 100 Companies to Work For three times, based on the feedback shared by our team in the annual survey. The company has strong eco credentials, having won the Sustainable Restaurants Award in 2017.


Contact us www.bartlettmitchell.co.uk


71 Ingrid Newbould, HR director


HR in hospitality The HR team works hard to support each of the team members, and no two days are ever the same, with a focus on recruitment, training, employee engagement, TUPE transfers and health and safety. Sally Grimes, a quality standards


manager, began working at Pinewood Studios organising lunch as one of the onsite contract caterers for stars such as David Hasselhof and Madonna. She excelled and was soon organising functions as an area manager. As the company grew, she moved into a functional role as quality standards


manager, a role that she loves as it is project-based and leaves her heavily involved in ops by making a difference to our customers. Ingrid Newbould, the HR director, graduated and started out as


a trainee accountant before being bitten by the hospitality bug when the chief executive suggested she work some trial shifts. Ingrid gave up all ideas of bean counting and went onto become a unit manager before moving into training and HR. Both managers say that hospitality is hard work and always fun. It’s


a career where you can make things happen and get real job satisfaction. It’s best to start in the ops side of the business, so you understand the fundamentals before moving into a support role.


72 BaxterStorey


At BaxterStorey, our mission is to provide the best locally sourced, fresh and seasonal produce. Our passion to build the foodservice of the future means we have a lot of fun creating innovative concepts driven by our talented and creative teams


Our people are at the centre of everything we do. Our award-winning training academies are renowned for their focused, tailor-made programmes, producing some of the most acclaimed and skilled professionals in the hospitality sector. Our training means you get your hands dirty from day one – from peeling potatoes to running big projects, we think the best way to learn the business is to be in the business.


Momentum Graduate Programme This scheme was created for university graduates entering the hospitality industry, helping them launch their career in an exciting and growing business with a view to developing them into confident and creative managers. Now in its seventh year, the programme


receives hundreds of applications, and we have increased our intake every year to accommodate demand.


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Apprentice Academy Last year we introduced the Apprentice Academy to champion 16- to 19-year-olds embarking on a career in the industry. When we established the academy,


we set ourselves a goal to create 200 new roles by the beginning of 2018 – and we’re on track to achieve this.


Chef Academy We encourage entrepreneurship, so our chefs can continue to build their skills and develop innovative food concepts. Our award-winning academy has been running for more than 12 years, with more than 500 chefs graduating from it. Chefs sign up for 12 to 15 months of structured development and have the opportunity to work alongside esteemed professionals such as John Campbell, learning everything from enhancing their culinary creativity to fine-tuning their management skills.


Barista Academy We are passionate about great coffee. Our Barista Academy has helped to nurture talent not just within our business, but across the industry. At this year’s UK Barista Championships, we led the way within the foodservice industry, with one third of the top 16 finalists being from BaxterStorey.


The unique academy aims to inspire,


while educating about the history of coffee, the coffee bean journey, the importance of quality milk, machine maintenance, recipe management and customer service.


To find out more, please get in contact: recruitment@wshsupport.com @baxterstorey www.baxterstorey.com 0118 935 6752


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Case study


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Marianne Philippou, general manager, BCU Conservatoire


Marianne graduated from BaxterStorey’s Graduate Momentum Programme in June, following nine months of intensive learning. Marianne has worked in the


hospitality industry since the age of 16, graduating from university with a degree in psychology. She says: “Despite my degree, I knew I didn’t want a career sat behind a desk, and I had a real passion for the hospitality industry after working in hotels and restaurants for years.” Upon joining the programme, Marianne was immediately exposed to all areas of the business. “I had the opportunity to experience


roles across BaxterStorey, from the kitchens to front of house, operations and supply chain,” she explains. “The course was varied with both hands-on and classroom based learning, and the structure helped me develop my skills and build on my strengths in preparing for a management role.” Marianne now works as general


manager at the newly opened Birmingham City University Conservatoire, a location in which she supported the mobilisation. Looking forward, Marianne says: “I would love to progress to operations management at BaxterStorey. With the mentoring and development opportunities available, I feel very much supported in working towards this goal.”


The Beaumont


Proud recipient of this year’s Catey for Independent Hotel of the Year, the Beaumont believes in doing things a little differently


Called “one of the hottest hotel openings in London” by Forbes magazine when we launched in September 2014, the Beaumont has gone on to earn numerous accolades, including the AA Hotel of the Year – London 2016/17. As one of the judges said: “Impressive hotel with very high- quality fixtures and fittings, but more importantly the guest-centric team working there. There was excellent name recall and genuine hospitality and engagement… This is a great example of something a little unique and different and is a very worthy winner.”


The Beaumont The 73-room and suite Beaumont is the first hotel by renowned London restaurateurs Jeremy King and Chris Corbin. It is strongly proprietorially run, in the belief that the basis of a great restaurant/hotel is the restaurateur/ hotelier creating somewhere they would like to eat or stay themselves. The intimate size and proprietorial


stamp engender a warm sense of belonging and comfort in the guests, over and above the requisite physical


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comforts. Staff know all of the guests by name. The facilities are those of a much


larger and grander hotel: The Colony Grill is a glamorous, comfortable, inviting restaurant that attracts an interesting London crowd of well- known personalities, artists, journalists, and ‘those in the know’, and is a destination in its own right, offering an appealing, well-priced menu of classic, transatlantic dishes. The Beaumont Spa is an intimate


Art Deco space offering treatments, relaxation and grooming therapies. The Cub Room is the private bar and


lounge for hotel guests, and The Lotos Room a glamorous private dining room.


Corbin & King Like its parent company Corbin & King, renowned for its restaurants such as the Wolseley, the Delaunay and Brasserie Zédel, the Beaumont is founded on a deeply held set of beliefs and values, which is reflected in all we do on a daily basis. We like to make our employees feel motivated and challenged – and more than that,


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valued. As the company expands, we still hold close the feeling of a family culture, and truly believe that hospitality comes from


the heart and not the boardroom.


What we do for you We nurture and support you throughout your time at The Beaumont, creating a personal career pathway for you that leads you to where you want to get to. The Beaumont is essentially like a school, giving you an all-round, complete hotel education, providing a very solid basis for a long-term future in hospitality. Extensive training programmes are on offer, as well as supplier visits, mentoring, cross- departmental work schemes, internal workshops and much more, enabling you to perform your job to your very best and allowing you to grow and expand your horizons. Whatever your pathway – via our


Benefits ● 30% staff discount at all the Corbin & King restaurants


● Discounts at other selected retailers ● Highly popular social events ● Free meals in our staff restaurant while on duty


● Uniforms and dry-cleaning ● Health and welfare schemes ● Refer a friend schemes ● Travel loans for TFL and cycling ● Pension schemes and life assurance


Contact Ninoska Leppard, the Beaumont, 8 Balderton Street, Brown Hart Gardens, London W1K 6TF 020 7499 1001 www.thebeaumont.com


graduate training schemes, the chefs’ programme or our well-established food & beverage development programmes – be assured we will invest in you so you can reach your goals.


Case study Daniele Bilardo, restaurant manager, the Colony Grill Room at the Beaumont hotel When Daniele Bilardo (pictured above) arrived at the Wolseley in 2008 he encountered something he had never experienced before: a company culture that prioritised customer service and staff satisfaction above the drive for profit, although profitable it most definitely is. Almost 10 years later, he


remains committed to a company that has nurtured, encouraged and supported him in his rise to the top. With opportunities across seven restaurants and a hotel, he has risen from restaurant waiter then breakfast manager at the Wolseley to being an integral part of the team that opened the Colony Grill Room (winning an award there for Best Front of House 2016 from Tatler magazine along the way). What he has appreciated in his journey has been the knowledge that here was a hospitality organisation where he could make a lifelong career, fully supported along the way with extensive on and off the job training, mentoring and support from the company’s principals. His ambitions to move further ahead have not diminished with time. His plan is to open a restaurant as general manager for Corbin & King one day!


80 Compass Group UK & Ireland


With a huge range of job opportunities and a strong focus on the wellbeing of its people, this multi-talented catering company can offer a varied and exciting career


We’ve got a career for every taste Management jobs. Check! Chef jobs. Check! Part-time and casual jobs. Yep, we’ve got those too If you want to shape a career that


makes your heart beat just that little bit faster. A career you actually want to get out of bed for... then there’s never been a more exciting time to be part of the Compass family. We’re a big business with big opportunities. You could join our ranks on the frontline, in operations, in our office-based central function teams, or at any of our thousands of events. Take a look at what we’ve got to offer


Hello, we’re Compass Group UK & Ireland We’re 60,000 talented people bringing you all of the great tasting food, memorable experiences and vital support services that can transform every day into a great day. All of the little things that make the world of difference and boost the wellbeing of millions. From outstanding restaurant experiences, enhancing sporting events and feeding thousands of school


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children, patients, workers and military personnel, to delivering warm welcomes, clean buildings and safe environments. We’re here to inspire, protect, nourish and energise. To brighten your day.


We are in the business of brightening everyone’s day By providing delicious, nutritious meals and food on-the-go, we offer people moments of pleasure and the energy to enjoy their day. We also provide the services that keep people’s workplaces safe, clean and well-run, creating welcoming spaces. We are committed to doing all this as


responsibly as possible. Our corporate responsibility programme that guides our business as we look to the future. It is helping us to manage emerging risks and uncover opportunities for further growth. By harnessing change, we can respond to new consumer needs and, in so doing, create value for our business and our clients. Alongside our number one


operational priority of safety first,


“Our people are awesome. They breathe life into our brands. They make great things happen”


our corporate responsibility strategy has four pillars: sourcing, people, environment and health. Our people are awesome. They


breathe life into our brands. They make great things happen. Sometimes, they just make you smile. Every day, in every corner of the country, 60,000 Compass people are brightening the day for our clients and their customers. They’re not just at the heart of our business – they are our business. And we need lots more just like them. We know better than anyone that in a service business your people make more of a difference than anything else. So we pull out all the stops to ensure our training and benefits are unbeatable. That way, we get to attract and retain the best of the best.


Contact us www.compass-group.co.uk/ meet-the-family


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Case study


Molly Horne, apprentice chef, Innovation Centre at Compass House


Molly is one of Compass’s youngest apprentices


and is an excellent ambassador for what its scheme can offer. She was first introduced to the


business after doing work experience, at the age of 14, at Compass’s headquarters in Chertsey. Through showing a willingness to learn and a desire to progress, Molly impressed many of the chefs, including culinary director Nick Vadis. The two stayed in touch, and when Molly finished school, she knew her passions were leading her away from further education and towards becoming a Compass chef. As she enjoyed her previous


experience at Chertsey so much, Molly entered the business in the same kitchen. Throughout her time at the site, Molly has developed her skills, particularly in service, while also working on innovation ideas for new brand Caffé Dallucci, including creating delicious sandwiches and box salads. Molly recently completed Level 1 of the three-year apprenticeship. She is accompanied in the kitchen at Chertsey by two other apprentices doing their Level 2 and Level 3 apprenticeship years who help her with her development, as well as her head chef and mentor Sam Jones. She is part of Compass Group UK


& Ireland’s Women in Food Ambassador programme, which aims to support the needs of female chefs and was formed following the launch of the Women in Food initiative. For more information on Women in Food, visit: www.compass-group. co.uk/join-the-family/why-compass/ diversity-and-inclusion/women- in-food


Corinthia Hotel London


Personality rules at this hotel, but there’s plenty of opportunities to gain experience and training too


Providing individual service with precision and empathy for our guests, our teams are the heart and soul of Corinthia Hotel London, our flagship 21st-century grand hotel. Our culture is strong, vibrant and


distinctive and is ruled by four values: Passion, Understanding, Precision and Authenticity. Our talent development opportunities continue to grow as our company and our brand evolves.


Passion There exists a commitment at Corinthia Hotels to bring fresh talent into the industry. We actively seek out recent graduates from schools and colleges across Europe to begin their careers with us. Ultimately, experience is secondary to attitude, personality, warmth, engagement and passion, with a sprinkle of innovation and creativity. Hospitality as an industry is unique: not only does everybody start at the bottom, but also any experience gained in any five-star property is globally recognised.


Understanding The students and graduates who are a part of our team come from all over Europe and they gravitate to London as


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one of the world’s leading hotel destinations. While these programmes are predominantly operational, these colleagues have the opportunity to learn from the very best and are exposed to leadership and management training as they progress.


Precision We value learning and development as a crucial tool for colleagues at all levels to develop their skills. Our five-tier training programme incorporates workshops and e-learning modules and allows colleagues from entry level up to senior management to consolidate their existing skills and develop leadership ability. This allows us not only to support the ongoing learning needs of our whole team but also to identify the very best performers for future management roles.


“What if the same level of skill that drives a sculptor’s chisel was used to shape the way a hotel looked after its guests?”


Alfred Pisani, Chairman & Founder, Corinthia Hotels


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Authenticity There is no secret formula for five-star service. A great product (which we have) helps, of course. But, ultimately, it is the people that breathe life into a hotel. We are looking for individuals who


have what it takes to be the best and are proud to work for one of the world’s finest hotels. We are passionate about what we do and who we are and we have a lot of fun doing it! Reward and


Case study Sebastian Koewius Sebastian joined Corinthia London in 2014 as a graduate management trainee in food and


beverage (F&B). He spent 12 months in F&B before experiencing the rooms division (front office and housekeeping). He then became head waiter in our Northall Restaurant in June 2015 and, 12 months later, was promoted to assistant manager within in-room dining.


Why were you attracted to the Corinthia Hotel London? One of the biggest advantages the Corinthia had over other management programmes was it offered a lot of flexibility. I stated that there were certain departments


recognition are at the heart of our offering, with a generous benefits package too. If you are a true craftsperson in your chosen discipline, we want to hear from you.


Contact us recruitment.london@corinthia.com www.corinthia.com/london www.corinthia.com/about-corinthia/ careers


that I wished to experience during the management programme and, as a smaller hotel chain without a rigid corporate structure, they were very accommodating and very keen for me to follow a path that suited me. I was interested in experiencing the bigger picture, not purely F&B outlets, and it worked out very well.


What has been the biggest learning point for you? Learning how different people communicate and behave has been the most important and challenging aspect of my career so far. What you are asking for is usually not the problem – it’s more a question of how you ask, especially to people from different cultures. This skill sits under the ‘emotional intelligence’ umbrella, that has become such a buzzword in recent years.


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As I have progressed through my career, the projects, requests and collaborations have become bigger, but the skill in communicating effectively stays the same.


Why would you recommend others to join Corinthia Hotel London? I believe that as a hotel we are approaching an exciting period in our history. After six and a half years the product itself is still looking fresh and new and is great to work with, plus the outlets are starting to mature, with teams and managers that have got to know their departments intricately. With each passing year, the


standards and quality of service improves and this brings a sense of pride and accomplishment to team members that is wonderful to be part of.


Dorchester Collection


At The Dorchester, 45 Park Lane and Coworth Park, guests experience hospitality at its very best, while summer internships and a graduate programme attract the best recruits


It is our mission to be the ultimate hotel management company with a passion for excellence; we nurture and develop excellence in our people. Dorchester Collection’s UK hotels – The Dorchester, 45 Park Lane and Coworth Park – are iconic landmarks of individuality, prestige and comfort. Synonymous with the style and vitality of the world’s finest destinations, each hotel in Dorchester Collection offers an authentic experience befitting its location. To stay in one of our hotels is to experience hospitality at its very best. Our flexible approach allows us to anticipate the needs of each guest and provide a truly bespoke service. The Dorchester Collection name


remains a consistent assurance to our guests of a special sense of belonging in hotels remarkable for their heritage, individuality and outstanding attention to detail.


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Opportunities We have a dedicated team to support you from day one. Whether you are on our award-winning graduate programme, joining us on an internship or making a career change, we partner with you to ensure your success. We are passionate about our people, which is why we always look to promote from within and have a great track record of doing so. The Dorchester and 45 Park Lane run a summer internship programme to encourage students in year 12 to spend six weeks of their summer holidays with us learning as much as they can about a specific department. At the end of the programme we offer our successful interns full-time roles for the following summer when they have completed their A levels. It is a fantastic alternative for anyone


interested in getting experience in hospitality and is an alternative route


to university. If you are interested, don’t hesitate to apply on our careers website for a summer internship 2018. The Dorchester, 45 Park Lane and


Coworth Park have launched an exciting chef de partie programme. It is designed to develop our current commis chefs into chef de parties within 24 months. Do you want to be the next candidate? You will be assigned a mentor from the senior kitchen teams, have exciting supplier visits and additional training programmes in order to facilitate your accelerated growth within the hotel. Care to join us? Apply online for any


commis chef role now at careers.dorchestercollection.com


Contact Many of our roles are open to those looking for part-time hours as well as full-time hours. careers.dorchestercollection.com


Case study Philipp Roesch, assistant front office manager, 45 Park Lane Philipp grew up in hospitality as his parents owned a hotel in Germany, so from a young age he was immersed in the industry. When he finished high school he moved to Dubai to gain more exposure in the industry and following this worked in Berlin. After graduating from our Ultimate Leaders Programme, he became front office supervisor and has now been promoted to assistant front office manager at 45 Park Lane.


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What attracted you to the Ultimate Leaders Programme? The opportunity not only to see various departments, but also to move around the various hotels in the UK. Having had the chance to work at both 45 Park Lane and The Dorchester, I was able to learn two completely different approaches to bespoke service in the five-star ultra-luxury hospitality industry. Eventually, this truly helped me grow both professionally and as a person.


What’s your favourite part of your role now? Seeing the team develop and grow. The host role is a diverse one and it allows all members of staff to gain in-depth knowledge about our guests. London is a tourist hotspot, so you get a feel for the London scene – in other words, the trendiest places in town – and front desk operations. I continuously strive to drive the team forward and spread our knowledge, so we can truly craft perfect moments and tailored experiences for our guests.


Can you give an example of how ‘perfection just happens’ or how you ‘create perfect moments’ Here at 45 Park Lane we strive for perfection. We aim to find out as much as possible about a guest and their preferences so that even a first-time guest should be able to walk into their suite, find their favourite amenities, maybe even the flowers they love, and immediately feel at home. With our understanding for the London scene, we strive to book you into the restaurant that is impossible to get a table at, and show you the magnificent little places hidden away in a side street. We want you to be able to take off your coat and put up your feet while we will take care of the rest.


What advice would you give to a prospective Ultimate Leader? Take it all in – this is your opportunity to grow, rise and shine. Never be shy of accepting more work – put in the extra hours or take on an extra shift. Commit to project work outside of your normal operational hours and prove that you can take on some tasks that usually your supervisor/ manager would do. This programme is designed to be driven by you, your commitment and your input. So if you want to grow quickly, show the executive team and managers your talent – but do not forget to be humble.


85 Ego Restaurants


In the past 12 months, Ego has opened six new pub restaurants, and in the coming 12 months it intends to open six more


Ego Restaurants is a fast-growing Mediterranean casual dining restaurant and pub business. The previous 12 months has seen Ego open six new pubs, taking its family to a total of 15 sites, and the acceleration doesn’t stop there. Ego is now looking to expand further, with plans to open another six sites over the next 12 months. The possibilities for progression are endless, with the business growing at a rate that means more opportunities and growth up the ladder for aspiring talent. So the question isn’t, can you? It’s, will you? The company is led by James Horler as chief executive and Adrian Abbey as chief operating officer. Both were instrumental in the development and success of both Frankie & Benny’s and La Tasca, and have a fantastic record of building successful casual dining businesses through excellent levels of management, engagement and staff fellowship. The company also has serial restaurant investor Luke Johnson as a shareholder. At the forefront Ego is a modern, fresh-food Mediterranean family


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restaurant delivering outstanding value with warm and personal service. Dig a little deeper and you’ll find the secret to our success: our people. We believe that people are the centre


of our business, creating a heartbeat in which we stand united together. It’s what generates our strong family feel that reflects not only to our guests but across all our sites.


One team, one dream We breed, embrace and encourage the Ego mantra of “one team, one dream”. When recruiting for new team members, we think it’s vital to find people who can embrace that culture and feel the passion that we do. For us, that means we look beyond experience within the industry. We want our recruits to show us their personality, their sparkle and enthusiasm to become part of our family.


“Our team members are assets to our business and it’s our job to grow them”


Our team members are assets to our


business and it’s our job to grow them as much as possible. Success breeds success, and that is clear through the training, development, commitment and investment that goes into every team member. Every one of our sites has the


freedom to engage and interact with their local communities, thus making each site individual and allowing not just the general manager but the whole team to feel a sense of ownership. This reflects in the feedback from our guests. We’re more than just a business, we


are a family right from the top. We treat our team with loyalty and fairness and look out for their best interests. In return, they work hard to share our brand, passion and enthusiasm with our guests.


Contact us www.egorestaurants.co.uk


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Case study Matt Lee, support and development chef at Ego Superstar chef Matt Lee started as a junior sous chef in October 2008 in our Lichfield branch, working closely alongside mentor and inspiration Neil Morris (chief executive chef). Matt’s talent was nurtured and encouraged by mentor Neil, and within two years of working together he was promoted to head chef in 2010. Matt took the opportunity and ran with it, and this year saw him promoted to support and development chef, now working as a mentor himself with other aspiring chefs in the company. Matt says: “To get to this point meant learning every aspect of kitchen


operation over the last seven years – the evolution of the menu and brand, new store openings, training new/existing chefs, etc.” When asked, why Ego?, his answer is simple: “I believe in the brand and what we stand for. My personal development has never been ignored and is always considered, and this is true for a lot of people. We are all about the people, and we go above and beyond for every member of staff and every guest, and for the right people amazing opportunities await.”


92 Firmdale Hotels


Those interested in working in establishments with grand designs should look to the Firmdale family of international hotels


“Hotels should be living things, not stuffy institutions,” maintain Tim and Kit Kemp, owners of Firmdale Hotels. Firmdale Hotels’ high standard


of excellence and design adds up to a winning combination. Design director Kit has created the interiors of each property in her signature fresh modern-English style. Firmdale, which won The Caterer’s


Best Employer Award at the 2017 Cateys, has also won several awards in recognition of its investment in people, including Best Candidate Experience and Excellence in Employee Engagement.


Love what you do Firmdale Hotels is looking for individuals to help it grow and continue to offer world-class, personal service throughout its restaurants, bars and hotels in London and New York. Firmdale wants people who are


motivated by working in a dynamic, visually inspiring environment.


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The family feel Firmdale embraces the unique qualities of each team member and encourages individuality – it starts with the person, not their CV. The company offers a warm environment, treating both employees and guests with respect and inclusivity. Firmdale inspires its teams to love what they do and to live its values: attention to detail, resilience, passion, enthusiasm and the importance of relationships with one another and with guests.


If the team are happy, the guests are happy Firmdale’s commitment to its people is to deliver a great place to work, where excellent perks and benefits are offered, where success is recognised


“Hotels should be living things, not stuffy institutions”


and rewarded and long service is celebrated. Everyone is involved in the weekly, monthly and quarterly staff events, which include afternoon teas, appreciation weeks and our Firmdale Employee Engagement week and awards. Firmdale believes that all its


people have the opportunity to grow and progress, whatever their role. Management development and mentor programmes, apprenticeships and an inspiring learning directory actively increases their knowledge and skills. Firmdale relishes originality and


innovative, proactive thinking is at the heart of how it operates. The company believes that every team member’s opinion matters and it encourages employees to share their suggestions in order to improve the guest experience.


Contact us recruitment@firmdale.com www.firmdalehotels.com


Case study


Charlotte Crampton-Smith, reception manager, Dorset Square Hotel “I started my Firmdale career on the two-year Graduate Management Programme after studying hospitality and business management at university. “Each day I was challenged with all sorts of amazing opportunities and my knowledge about the industry grew immensely. I learned more than I had


ever hoped from rotating through the different departments and, after completing my supervisory placement, I was immediately promoted to reception manager at the Dorset Square Hotel.”


Andras Basky, assistant restaurant manager, Ham Yard Hotel “I started my Firmdale career as a room service waiter and, in the past five years, I have had the opportunity to work in three departments in two of the Firmdale hotels. “After several promotions, I was determined to become part of the Ham Yard opening team, where


I experienced this amazing hotel come to life. I love the fast-paced environment and the unexpected challenges that contribute to our guest’s experience. Working in the restaurant has taught me to focus on the ‘bigger picture’ and that our success lies in our team.”


93 Fortnum & Mason


Fortnum’s flagship store is a must-visit foodie destination, and just as much attention is devoted to recruiting and developing talented people as it is to the food and drink itself


For 310 years, Fortnum’s has been in the business of pleasure. From the heart of London’s Piccadilly we’ve established ourselves as the home of joy-giving things, extraordinary experiences and the very finest produce. This is never more evident than in Fortnum’s six restaurants, bringing to life the variety of food, drink and experiences that have made us famous for centuries.


Our people Every restaurant has its own distinct style and personality while having two things in common: each delivers to our guests our signature sense of pleasure, and all boast teams of exceptional people that live by our values. Finding and developing talented


people have played as important a part as the food and drink itself. “Our success comes from our people,” says Simon Thompson, retail and hospitality director. “What makes us unique is our wide variety of restaurants, providing a range of opportunities for our people to develop. We have promoted 67 people in the past 12 months.”


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Our restaurants We have six restaurants in our flagship Piccadilly store: the sophisticated Diamond Jubilee Tea Salon and its award-winning afternoon tea; the acclaimed 45 Jermyn St, renowned for its seasonal menu; the Gallery restaurant, providing a taste of our Fortnum’s Food Hall; Café 181, our team restaurant and events production kitchen; our Ice-Cream Parlour, famed for its unique ice-cream flavours; and our popular wine bar for those interested in wine. Additionally we have restaurants in Heathrow Terminal 5 and St Pancras station, so there are plenty of opportunities to offer.


Your career Developing our people is central to the success of our teams, supported through training programmes or experience developed in-role. Our commitment to apprenticeships includes 26 apprentices across our restaurants. We provide regular tea training and currently employ a quarter of the UK’s existing tea sommeliers.


“We sponsor staff to train in the role so they can better understand the 52 tea varieties we serve,” says Tea Salon general manager Alice Marechal. Similarly, we support current and future wine experts alike through WSET training.


Work-life balance We take great care to look after our people too. As well as all the benefits you’d expect, we offer a generous retail and restaurant discount – so every team member can enjoy the same things our guests do – and an extra day off on your birthday. With most of our restaurants open


between 10am and 9pm, we’re able to provide a work-life balance rarely found in hospitality. After almost a century in the industry, we know what excellence looks like. If you like the look of Fortnum’s, we’d love to hear from you.


To arrange a call from our recruitment team, contact recruitment@fortnumandmason.co.uk


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94 Case study


Agnes Szabadi, assistant general manager, Diamond Jubilee Tea Salon I joined Fortnum’s as a waiter in the Diamond Jubilee Tea Salon. I knew of Fortnum’s from a young age and I couldn’t think of a better place to build my career. I was keen to learn as much as


I could, so I trained to become a tearista, specialising in all things tea. I was then promoted to the Fountain restaurant (now 45 Jermyn St) as assistant manager to develop my ability to lead people. The more support I received, the more my confidence grew and new opportunities opened up. I returned to the Diamond Jubilee Tea Salon as the assistant manager and tea trainer, followed by a promotion to maître d’, looking after guest experience and developing the perfect welcome. Now, I am the assistant general manager. Looking back, I can’t believe how far I’ve progressed. People really look after each other here and I feel very proud to be a part of the Fortnum’s family.


Within the Gather & Learn Gather & Gather


This fast-growing company encourages staff to take charge of their own career path


Gather & Gather has trebled in size in the past few years. It’s still growing, and is one of the leading foodservice providers in the UK and Ireland, which means there are opportunities for anyone wanting to start out on a career working with food and people. Annagh Butler (see case study,


opposite) and Steve Land, who won Chef of the Year (at a private site) at the 2016 Food Service Cateys, are examples of how rewarding the hospitality sector can be. Annagh started as a catering assistant and is now retail manager and coffee trainer for London, while Steve is respected as one of the UK’s best chefs in the foodservice sector. Along with all Gather & Gather


people, Steve and Annagh benefited from mentoring and training to guide


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their careers. The business has created a learning and development programme, Gather & Learn, that encourages people to take control of their own development and career path. New ideas are championed through


our four FOOD ideals: ● Food is our world ● Our people make us proud ● Our culture is open and transparent ● Delivering sustainable quality drives us The ideals spell out to everyone just what it means to be Gather & Gather, defining its culture. The aim is to give anyone joining the business the tools and support to try new things and push boundaries – all the time focused on the vision of bringing food and people together by putting the customer at the heart of everything we do.


programme, each manager acts as a coach and mentor for their team, passing on the knowledge, skills and experience they need to grow. There are coaches who act as business partners working alongside regional operations managers to drive performance through on-the-job coaching and classroom-based training, and support with personal development and succession planning. The aim is to make sure Gather & Gather provides learning and development solutions that are tailored for the individual. The atmosphere is structured,


but dynamic. New opportunities are constantly being created and the company always looks to fill these roles from its own teams first. It reflects Gather & Gather’s open and transparent culture where, in recent years, nutritionists have become account directors, and operations managers have become directors of key service areas.


Contact us www.gatherandgather.com


96 Green & Fortune


Case study Annagh Butler, retail manager for Lloyds Banking Group Annagh Butler joined Gather & Gather as a 19-year-old, six months after arriving in the UK from New Zealand. Having first tasted life in the kitchen doing everything from portering to the baking at her sister’s restaurant from the age of 13, she knew hospitality was the career for her. Starting out at the National Audit Office contract, she moved from a barista and catering assistant role to supervisor in three months before joining the Lloyds Banking Group operation as coffee trainer. She pursued her interest in coffee, winning the 2014 Union Coffee


barista championships along the way. Now, she is the retail manager for Lloyds Banking Group and makes sure her teams share her passion. Her favourite coffee is a V60 – a speciality brewed from a single-origin coffee, Panama being the origin of choice – but she also admits to a love of a piccolo latte with whole milk. “To make a success of a career in catering, or any aspect of hospitality,


you need heaps of attitude and personality,” Annagh says. “Positive, happy people go far in our business. So long as you have a passion for coffee and great food you will not just love the job, you will shine. My top tips are always say yes – you never know what those opportunities will bring you – be honest, and communicate as much as possible.”


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We are an awarding winning, independent hospitality company, employing over 170 staff in London


Our operations Kings Place has been our home since our launch in 2008. We have built a significant hospitality business, which has contributed greatly to the constantly evolving King’s Cross area. Over the past nine years we


have seen continual growth, which is carefully managed to mirror our values. Last year saw the next stage in Green & Fortune’s development: the launch of a second significant site, overseeing hospitality and catering for an international marketing agency based at the iconic Sea Containers building on London’s bustling South Bank.


Our product Excellent hospitality is at the heart of everything we do. We specialise in both the events sector and retail, including the management of restaurants, bars and cafés. We take a tailored approach to each area, exceeding expectations and delivering seamless service, whether it be a morning coffee, an intimate private


dinner or a large-scale conference. Green & Fortune hand-picks independent, ethical suppliers across the business. We are proud to have our own farm, Corneyside Farm, in Matfen Northumberland, supplying all our beef and lamb at Kings Place. Our butcher hangs, ages and butchers all the meat onsite. We also supply selected cuts to our Sea Containers site. This care and ethos allows us to not only deliver a quality product, but to educate our team about this point of difference, enabling them to pass this passion on to the customer.


Our personality At Green & Fortune we put ourselves forward as individuals. We value other people’s personalities, we do things differently, we are creative and we ensure that we are not seen as just titles – people actually know us. Chief executive John Nugent and


director of operations Emma Williams are approachable leaders and confident that people are their biggest assets. We encourage our staff to bring their own personality to the table – we’re not all moulded the same way and that’s how we like it! Personality is one of our five


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key values, which guide our behaviours and forms the basis of our culture.


Our people Hospitality is in our blood and the business of hospitality is built on the people in an organisation. Whether that’s on the front line or behind the scenes, including sales, marketing and HR, everyone works together to deliver a product we are proud of. As an independent company, bespoke


training is embedded in the culture of the business and our pursuit of excellence cannot be achieved without our people, meaning that we ensure our employees’ careers develop and that their hard work is rewarded.


We also offer… ● Restaurant discounts of up to 50% ● A company employment referral scheme


● Access to our Hospitality Action support network, which offers confidential counselling and advice


● Full access to a wellbeing, shopping and travel online discount scheme


● On-the-spot vouchers to reward any employee going the extra mile ● Increased holiday allowance and


“We encourage our staff to bring their own personality to the table – we’re not all moulded the same way and that’s how we like it!”


bonus payments for long service


● Free staff meals and drinks ● Christmas parties ● Valentine’s and Easter gifts, ice-cream on hot days, manicures and hairdressing vouchers


Your future? Like what you hear? If you would like to join the Green & Fortune team, we are always on the lookout for people as passionate about hospitality as we are.


Contact us 020 7014 2847 recruitment@greenandfortune.co.uk www.greenandfortune.co.uk


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Case study Krzysztof Kozaczuk Restaurant manager Krzysztof originally had little experience and didn’t see hospitality as a career option. However, his enthusiasm ensured we employed on personality as well as experience. He joined as a waiter in 2011, as just a job, but swiftly gained greater interest in the industry as a career. From here he progressed to


restaurant supervisor and then assistant restaurant manager. In 2015 he was given the opportunity to work as part of the team, to help mobilise and open a new restaurant site at Sea Containers. He excelled in helping to deliver a great product and build key relationships with the guests. Finally, he has returned to


the restaurant where he started as a waiter to take up the restaurant manager role, and is now able to shape and change the business based on his years of experience.


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hospitality management is available, enabling employees to gain the vital management skills and help understand the theories that underpin the roles. The training schemes have been a great success; over 200 apprenticeships from L1 to L4 have been achieved in the past year alone. Continued management development


Harrison Catering


This work experience award- winning caterer sees training as hugely beneficial for clients and the business as well as employees


Harrison Catering Services is an independent, family-owned company providing catering to schools and businesses across the UK. Established by Geoffrey Harrison in 1994, the company prides itself on creating healthier meals cooked from scratch using fresh seasonal ingredients. With an ethos focused on delicious


food, Harrison offers innovative and bespoke solutions for clients, delivered by skilled and inspired teams. The forward-thinking approach ensures that the business continues to grow, creating more opportunities for employment and career progression.


Springboard Award Investment in training is a key priority for the organisation. Harrison has developed a structured work experience programme, which was subsequently awarded the Springboard Inspire accreditation, and then went on


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to win the Springboard Excellence for Best Work Experience Provider Award 2016. Numerous work experience programmes have been completed with schools and colleges, including the Camden Society, which provides opportunities for students with learning disabilities to get involved in the workplace and become a part of the team. Training is considered to be


very important, and exceptionally beneficial to employees, clients and the business. Harrison employees are encouraged and supported to develop professionally throughout their career, and the company provides many opportunities to achieve formal qualifications. Apprenticeships and diplomas are available in a variety of core skills such as kitchen services, food production and cookery. Management-focused HIT training in hospitality supervision and


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is actively encouraged and training doesn’t stop once formal qualifications are achieved. Bespoke training programmes have been implemented with a focus on leadership, delegation and motivation skills, and DiSC training provides managers with an insight into developing and managing their employees at all levels in the organisation. Senior management development programmes are tailored with client and customer relations at their core, supporting the company vision to grow and retain the client base. Geoffrey Harrison, chairman, says: “I


would encourage anyone with a passion for cooking to consider a career in hospitality and catering. There are so many opportunities for development in the industry, and Harrison employees have the opportunity to learn on the job and develop their careers. It’s all about identifying people’s strengths and working with them to ensure they are supported to reach their full potential.”


For further information Visit www.harrisoncatering.co.uk or call 01844 216777


Case study Alex Taylor, training manager, Harrison Catering Services Alex Taylor joined Harrison Catering Services in January 2013 and has never looked back. As training manager he has responsibility for identifying requirements and implementing full training programmes across the business. Harrison is very supportive and attuned to the needs of its employees. Alex is proud that Harrison has won many prestigious awards for training and that he’s had the opportunity to help make a difference. Within the past 12 months the company was delighted to receive the Springboard Best Work Experience Provider Award 2016 as well as the Cost Sector Catering’s Training and Apprenticeship Award 2017. Alex said: “It’s very rewarding to see employees develop their skills set and grow as individuals. As their knowledge grows, so does their confidence. I feel very privileged to be able to deliver training programmes that provide individuals with the opportunity to continually develop and progress within the organisation.” Alex is the company’s training


manager, so it’s very important that his needs are fulfilled, enabling him to use his skills and knowledge to support employees and drive programmes forward.


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He says: “Harrison has enabled me to complete my Chartered Institute of Personal Development Level 7 in learning and talent development, and I’ve become a Chartered Member of the CIPD through its experience assessment route. The learning I’ve gained as a result of Harrison’s commitment to my development has been invaluable in helping me to design and implement a variety of innovative development solutions. I’m in the final stages of completing the Level 7 Institute of Leadership and Management diploma in executive coaching and mentoring, which gives me knowledge that the skills I learn can help others across the Harrison business develop further. “There are so many opportunities within Harrison. With the right combination of support, dedication and commitment, Harrison employees can further their career and reach their full potential.”


106 Hilton


There’s a wealth of opportunities with this global powerhouse of a hotel brand, as well as some first-class apprenticeships


Hilton is one of the world’s largest hospitality companies, offering everything from self-catering accommodation to five-star hotels and resorts. Founded in 1919 by Conrad Hilton,


the company boasts more than 5,000 hotels and resorts comprising more than 825,747 rooms in 103 countries and territories, with an enviable record of international growth. Year after year, independent research


confirms that Hilton is the world’s most powerful hotel brand. We own, manage and franchise some of the best-known and highly regarded brands in the world, including Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resort, Hilton Hotels & Resorts, Doubletree by Hilton, Tapestry Collection by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton, Hilton Grand Vacations, Canopy, Curio and Tru by Hilton.


106 The organisation’s more than


300,000* team members are its lifeblood, and new talent is constantly being sought to support its growth. Opportunities await in positions ranging from housekeeping and reservations to finance and senior management. Hilton’s ongoing global expansion


is creating new openings and job opportunities all the time.


Apprenticeship programmes The Hilton Apprenticeship Open a door into a great career in the hospitality industry with training from industry experts. ● An apprenticeship means no tuition fees, and you can earn a wage while building valuable skills and knowledge. ● You can develop your skills to work in one of the following areas: kitchen, fitness, front of house, food and beverage, or sales and hospitality. ● You will receive support from both


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our Hilton team and Lifetime trainers, a structured learning environment and worldwide career possibilities. ● You will be appreciated as a valued and respected member of the Hilton team and be part of an inspiring and stimulating culture that embraces new thinking.


Contact us www.jobs.hilton.com Facebook: Hilton Careers Twitter: @HiltonCareers


Apprenticeships claire.stilwell@lifetimetraining.co.uk 0870 120 1207 www.lifetimetraining.co.uk/hilton


*Hilton has an estimated 300,000 team members at its corporate offices, owned, managed and franchised hotels, and timeshare properties, though Hilton Worldwide does not employ team members at its franchised hotels.


Hotel Café Royal


Its motto has always been ‘employ the best of the best’, and this London institution is on the lookout for its next generation of talent


Hotel Café Royal Hotel Café Royal enjoys an unrivalled setting, where the elegance of Mayfair, energy of Soho and sophistication of St James combine. It’s where history, culture, business and the stage are just steps away. That’s one reason why, for 150 years,


people who make a difference have made their way through these doors. For Oscar Wilde and Muhammad Ali, Winston Churchill and David Bowie, David Chipperfield and Albert Adrià, Hotel Café Royal has always been the vibrant living room of London – the place to convene, converse and celebrate. As much as these luminaries have enjoyed their time in the building, so we strive for all our colleagues to take pride, enjoyment and passion in all they do.


The Set Hotel Café Royal is part of The Set, a hotel management company that is creating the modern grand hotels of our time, where guests feel they belong, and always wish to return. Unique properties with an outstanding address,


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they capture the hearts and minds of our guests and employees, and enhance the world’s most vibrant destinations. We preserve the soul and


individuality of each property – its features, feeling and heritage – to retain its sense of place, purpose and continued contribution to its locality.


The best of the best Hotel Café Royal has been reincarnated as a luxury lifestyle hotel. Its reopening heralded the return of an iconic London landmark that has continually evolved to define and capture the mood of the capital throughout its 150-year history. Throughout the years, Café Royal’s motto has been, ‘employ the best of the best’ and today, as a luxury hotel of the 21st century, we strive to continue that tradition. We are growing and are looking for


dynamic individuals at all levels. We want people who relish a challenge, who are looking to be inspired, and who seek a professional craft or career, ultimately taking pride in what they do, no matter how small or big the task.


We aim for perfection. We expect and value exceptionally high standards from all our employees. Do you truly aspire to commit to sincere and heartfelt service? It’s more than a pleasant welcome, a warm smile and granting a wish. It’s anticipating a desire before it has been spoken, making the impossible possible, and giving our guests an unforgettable journey.


Hotel benefits ● 20% off food and beverage in our restaurants and bars ● 25% off spa treatments ● A complimentary in-house stay ● Colleague discount rate for further hotel stays ● Family discount rate for hotel stays ● Four weeks’ holidays a year, which increases with service ● Free life assurance cover ● Childcare voucher scheme ● Football team ● Commission and incentive schemes ● Tuition aid scheme ● Subsidised chiropody ● Social events all year round


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Case study Luis Neves, public relations assistant


Hotel Café Royal was my first role at a five-star luxury hotel, having joined as an event assistant for the 50 Days by Albert Adrià restaurant pop-up project. My role was mainly working as a translator between the Albert Adrià team and the hotel team, while assisting the reservations process. Coming from Portugal I have always been interested in both the hospitality and the food and beverage worlds. Working on the pop-up, I was


fascinated with all aspects of this amazing hotel, and spent as much time as I could learning about it and meeting as many people as possible. The day came when the temporary


project was over, but happily a few months later, a role opened up in the marketing and public relations department of the hotel, which I eagerly applied for and was appointed to. Working as a co-ordinator across


marketing and PR, I found that I enjoyed the PR side more, and my skills in communications and the fact that I speak three languages fluently helped greatly in communicating with journalists from all over the world. I was promoted to my current role as public relations assistant 14 months later and started working solely on this side of the hospitality industry. My day is incredibly varied, from dealing with celebrity photoshoots to creating editorial reports and attending industry events. I am grateful for the opportunities and quick progression Hotel Café Royal has afforded me.


ISS Food & Hospitality


Chefs within ISS Food & Hospitality are nurtured with frequent training courses and career development to ensure they are at the forefront of food trends


Do you love hospitality? Are you looking to make a difference? Do you feel passionate about providing memorable experiences and touching people’s lives through exceptional food? At ISS Food & Hospitality, big ideas


are encouraged, a positive attitude is required and hard work is rewarded. We believe in the food we create and the service we deliver. We work within business and industry environments; offices, distribution centres and manufacturing sites – in fact, anywhere where we can deliver great food to our clients’ staff. Fresh and tasty food can help


motivate people and improve their performance. That’s why our teams go all out to create nutritious and delicious menus for everyone to enjoy. For us, this is a great platform on which to build healthy organisations. Each chef and manager has total


control over their menus and we encourage an entrepreneurial attitude to managing their business. We recruit and train top talent; people able to listen to their customers and create exciting, seasonal menus. We pride ourselves on continuously


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investing in and developing our people, as well as caring for their health and wellbeing. We are the only contract caterer to have gained Investors in People Health & Wellbeing accreditation. The company is committed to minimising the effects of the business on the environment and maximising the positive impact it has on society. We have also recently been awarded


a RoSPA Gold Award, reflecting our commitment to the health and safety of our employees, clients and customers. For our people, the organisation has


created an environment to encourage best practice, innovation and constant development – from the frontline to the kitchen to management level. Our teams are kept at the forefront of the industry by receiving regular training that has been developed in response to the needs of the sector and of the individuals we employ. Some of our most recent initiatives include: ● A partnership with Leeds City College, including craft-based training and front-of-house training (our food development team won the training award at The Caterer’s Foodservice


Cateys 2015 and the Cost Sector Team of the Year) ● ACE (Amazing Customer Experience): ISS Food & Hospitality’s customer experience programme ● Advantage Food & Hospitality: a welcome programme for new managers in the food and hospitality business ● Mentoring programme to encourage people to fulfil their true potential through matching skills and mindsets ● Opportunities to attend field trips to visit key suppliers across the country ● Overseas trips to world famous food markets, such as Barcelona and Italy ● Career paths extend into all areas, with opportunities in retail, finance, procurement and operations. A strong management development programme is in place to develop, grow and retain talent, and people are also given a chance to shine in bespoke senior management development courses. Joining ISS Food & Hospitality allows


you to work in a culture of development and growth, where the business strives to be the ‘world’s greatest service organisation’ by delivering that through remarkable food, remarkable people and remarkable service.


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Case study


Maxime Blanchard, sous chef and diploma candidate (CDP)


In November 2014, Max joined ISS


as a CDP at HP Bracknell, under the tutelage of head chef Kyle Munt. Having worked hard for two years,


general manager Jo Shaw and head chef Simon Graves put Max forward for a new learning and development course – The Diploma. This was developed inhouse through our craft training manager, David Bridge, and is designed to develop promising chefs. A year into the programme, Max took second place in the ISS Chef of the Year at our annual Food Excellence Awards. Max moved on to work at the


ISS head office in a new role of sous chef and helped with the mobilisation of our new head office, Velocity in Weybridge. By March 2017, Max and the other candidates had completed their year- long Diploma course, and took to the kitchens at Velocity. Using their new skills and knowledge, Max and the team produce breakfast and lunch, incorporating new MADE concepts, for our office staff and visitors. With the confidence and


knowledge gained from the Diploma, Max has now stepped up in a new supporting role to chef manager Lee Riley at Velocity, and continues to keep learning to further his abilities and career within ISS. Craft training manager David


Bridge says: “It has been great to see Maxime grow over the past 12 months through the Diploma programme. “I have gotten to know Max


well and to see him develop, make the most of his opportunities and achieve a promotion to our head office has been truly fantastic.”


116 Lime Wood and The Pig


You could be the perfect fit for a company that prides itself on doing things differently


With no prerequisites other than a passion for the hospitality industry, great chat and a hunger to be successful, The Pigs and Lime Wood hotels offer a unique opportunity for you to gain unrivalled access to the nerve centre of our business. We support you towards a range of recognised qualifications and offer invaluable hands-on experience, all packaged specifically to your competencies and aspirations.


The Pigs Home grown in every way, The Pigs break the mould of country house hotels. We position our hotels as ‘restaurants with rooms’ and, with our obsessive commitment to homegrown and local produce, The Pigs celebrate the seasons and use only the best, the freshest and most authentic foods. It is all about the kitchen garden –


it’s the beating heart of the operation. Everything is driven by the gardener, the forager and the chef. They grow and


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find the food; the chef then creates the menu – it’s uncomplicated and simple. There are no ‘cookie-cutter roll-outs’ – each hotel has its own personality and sense of self, and each has evolved rather than been interior-designed, with laid-back, warm service and a genuine commitment to environmental and social responsibility.


Lime Wood We don’t do average at Lime Wood. We’ve found the perfect hideaway in an ancient forest – a bolt-hole that’s easy to get to but hard to leave. Chefs Angela Hartnett and Luke Holder do the cooking, pulling together their much- admired signature styles to create Hartnett Holder & Co, our relaxed Italian restaurant. And at the Herb


“It is all about the kitchen garden – it’s the beating heart of the operation”


House spa guests can do yoga on the roof in the herb garden, revive together in double treatment rooms or take in the forest views from the glass-fronted sauna.


Want to join us? If we have sprouted your interested, then let us know. In return for your hard work you can expect something a bit different: • Genuine personal, tailored development • Working in a business that cares – whether that’s about its people, guests, food, sustainability or the environment • Craft training with our menu suppliers • Our highly-praised Apprentice scheme (you even get to forage in the woods!) • Training on anything from beekeeping to helicopter landing skills (it’s a real thing) • Access to leading hoteliers and entrepreneurs to develop your career and keep it interesting • Placements across hotels and departments, even a ski season or time on a super-yacht • The Budding Entrepreneur programme, which is close to Founder Robin Hutson’s heart, can provide you


with the skills needed to run our hotels – and one day, yours. • All the qualifications you need • A business that wants you to grow and succeed with us and beyond us.


Case study


Jamie Banner, hotel manager, The Pig-in the Wall Jamie has developed from barman to hotel manager in four short years. He started his career working in the bar at Lime Wood, but his potential was quickly spotted and he joined our Budding Entrepreneur scheme.


Once signed up, Jamie spent time in all of the key departments at Lime


Wood and The Pigs, before finally getting the opportunity to step into this role at The Pig-in the Wall. He worked across departments, from reception to bar to food and beverage and with a bit of housekeeping thrown in – all helping to create the solid foundation needed to run a successful hotel. Putting all of the pieces together at The Pig-in the Wall hasn’t been easy,


but then, nothing worthwhile ever is. Jamie has had to develop his financial and people skills and has gone from running an individual department to running a hotel. That said, The Pig-in the Wall is still small enough to enable anyone to spend time with their team and guests, making sure they focus on those million details to make a stay memorable. His advice to succeed is simple – stick at it and work hard, as it pays off in the end. Always be yourself and take time to understand everyone else around you, whether that’s a guest or a member of the team. Only then can you put yourself in their shoes and understand where they are coming from. Constantly learning keeps you humble, it seems.


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Contact us Go to www.jobs.net/jobs/ limewoodgroup-hgh/ en-gb or www.thepighotel.com/ careers


Malmaison Hotel du Vin


A bespoke career and development plan will be crafted specially for you at this hugely successful nationwide hotel chain


Malmaison Hotel du Vin’s vision is to become the employer brand of choice for those looking to pursue a career in the hospitality industry. Our aim is simple: to inspire, train and motivate our people by providing the necessary tools to get them to the next stage of their careers. We do this by creating bespoke and rewarding career development plans for each and every one of our existing and new employees. It’s important to us that our


employees feel satisfied and invested in the success of the business. We believe that happy, fulfilled employees equal a productive and engaged workforce that is prepared to go the extra mile to deliver the very best service. At Malmaison Hotel du Vin we’re


invested in our employees’ careers right from the beginning. Our apprenticeship programme, for example, is open to anyone that is 16 or older, whether they


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are just starting out in the industry or are existing staff and want to expand their skillset. Over the past 18 months we’ve had


100 graduates from our apprenticeship programme. Our apprenticeships range from management to chef to front of house roles, and we plan to extend this further next year with apprenticeships in departments such as Spa & Beauty, Events Management, Sales and Marketing, Finance, HR and IT. As well as this, we’ll be offering level five qualifications for those looking to develop careers at head office. The support doesn’t stop there.


We take the time to learn what our employees want out of their careers and what training and development programmes will help get them there. A great example of this is our Rising Stars & Aspiring Leaders programme. This is an annual, company-wide initiative


designed to identify general managers and deputy general managers of the future and ensure they are given the right training to meet their potential. It helps us to ensure that our high- performing and promising employees feel valued, rewarded and supported in building a long term career with us. The programme is growing every year – this year 32 employees were selected to join, up from 23 candidates in 2016 (of which five have since been appointed as General Managers). We take our responsibility to our


employees very seriously, and pride ourselves on our dedication to helping our people develop long and rewarding careers with us.


Contact us www.malmaison.com/careers www.hotelduvin.com/careers lsouthward@malmaison.com


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118 Case study


Chris Thompson, General Manager, Hotel du Vin Cheltenham


Chris Thompson first joined Malmaison Hotel du Vin in 2013 as Food & Beverage Manager at Malmaison Newcastle. In 2015, he was promoted to Deputy General Manager at Malmaison Leeds and was soon put forward for the 2016 Rising Star programme. Chris was part of a group of 24 people put forward for the programme and one of 12 selected to join. Here Chris developed the commercial and strategic planning skills to become a successful General Manager. Chris said: “If you told me


four years ago that I would be a General Manager and run my own hotel, I would never have believed you. “I’m so grateful for the


opportunities, training and wonderful people I’ve worked with. I love what I do and would urge those thinking about a career in hospitality to grab every opportunity with both hands.”


Mandarin Oriental Hyde Park London


Mandarin Oriental Hyde Park develops its people and culture, enabling their colleagues to be the best


With the glamorous shopping of Knightsbridge and leafy Hyde Park on its doorstep, Mandarin Oriental Hyde Park is London’s most fashionable address. Presently undergoing one of the most extensive renovations in its 115-year history, the hotel has recently revealed the first phase with the reopening of the Knightsbridge-facing guest rooms and suites. As well as a new lobby entrance and reception, the guestrooms and suites are now more luxurious and comfortable than ever before, encompassing details inspired by the building’s Edwardian heritage and the natural beauty of Hyde Park.


Your career Working at Mandarin Oriental isn’t just a job – it provides an opportunity to build a career for life with the potential to travel the world within our unique organisation. Our colleagues aim high and we support them all the way by providing career advancement and learning and development programmes.


120 We motivate our colleagues and


reward performance, creating an environment where people can flourish. We offer colleagues exceptional benefits, opportunities for promotion and transfers across the group.


World-class dining Mandarin Oriental Hyde Park London is part of Mandarin Oriental Hotel Group, the award-winning owner and operator of 29 hotels in Asia, the Americas, Europe and North Africa. The current total number of Michelin-starred restaurants in the group’s portfolio is 12, with a total of 18 Michelin stars – more than any other hotel group in the world. Mandarin Oriental Hyde Park is home to an outstanding food and beverage offering, including Bar Boulud, a stylish bistro and wine bar specialising in seasonal, rustic French cooking that has won plaudits from critics and diners alike. Guests can discover a quintessential British experience: a traditional afternoon


Ashley Palmer-Watts and Heston Blumenthal


tea at the Rosebery Lounge, one of London’s most fashionable destinations. Showered with accolades, two- Michelin-starred Dinner by Heston Blumenthal is one of the world’s most celebrated restaurants. Blumenthal and Executive Chef Ashley Palmer-Watts consulted with food historians and spent endless hours at the British Library in search of ideas. The result is a menu that has achieved worldwide recognition from food critics, chefs and diners alike.


Join us We are always looking for motivated colleagues to join our teams: • Front desk/guest relations • Housekeeping • Food and beverage • Chefs • Spa • Sales and marketing


Apply via our careers website www.mandarinoriental.com/careers


Case study


Ines Aoididi, Assistant Restaurant Manager, Bar Boulud Ines is a true example of where hard work and dedication can take a young motivated hospitality student in a short period of time. Her studies at Glion university in Switzerland provided Ines with the opportunity to complete internships in the Park Hyatt Paris Vendôme and the Sofitel in Brussels. After meeting the regional director of HR


of Mandarin Oriental in Glion, she was offered the opportunity to join Mandarin Oriental Hyde Park on a management training programme back in 2015. After spending time in the restaurants and banqueting, she was offered a supervisory position at Bar Boulud. One year later, she was promoted to assistant restaurant manager, the position she currently holds. She loves working with her team and lives by the philosophy


of “train them, coach them and be there with them on the floor”. Her biggest inspiration has been Markus Lindner, previous F&B


director in London, now hotel manager in Mandarin Oriental Geneva, who encouraged her to choose a career in food and beverage. Ines is determined to become a F&B director within the next five years. Ines says she would highly recommend a career in hospitality for


young people. Every day is different, it never gets boring, and there are always options to progress your career.


121 Maybourne Hotel Group London’s


leading luxury hotel company comprises three of the world’s most legendary hotels: Claridge’s, The Connaught and The Berkeley


Our hotels


Each hotel is an icon with a distinct personality, informed – in different ways – by the company’s core values of intuition, authenticity and individuality. Claridge’s, situated in Mayfair, has


a touch of stardust about it: refined, elegant and unapologetically confident, with an ability to weave magic around those who visit. Afternoon tea, served in the Foyer & Reading Room, is a daily special occasion, and if you are not too full, why not indulge in seasonal Michelin-starred cuisine in Fera at Claridge’s or an intimate nightcap in the Fumoir Bar. The Connaught, overlooking Carlos


Place in nearby Mayfair Village, is warm and discreet, with a distinctively personalised welcome, a discerning eye and elegant allure. Michelin-starred fine dining is led by Hélène Darroze, informal gourmet menus are offered by Jean-Georges at The Connaught, and London’s only Aman Spa is a revitalising retreat at the heart of the hotel.


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The Berkeley, captures the best views over Hyde Park and leafy streets of Belgravia, a beacon of exquisite innovation, with a worldly air and some of the most exciting interior design collaborations to be found in the city. Two Michelin- starred Marcus offers the finest modern British dining, whilst London’s original fashionista afternoon tea, Pret-a-Portea, is served in the chic Collins Room. A heavenly swimming pool is the highlight of the Bamford Haybarn Spa.


Extraordinary experiences Our company is renowned for developing hotel professionals who are proud to be part of a group that consistently delivers treasured experiences for both its guests and employees. As dedicated custodians of iconic hotels, our team often create longstanding bonds between guest and hotel. We become part of the story of our guest’s lives.


Strong team of individuals The charm and character of each hotel is often reflected in the candidates we recruit, and we believe that each employee’s individual personality is something to be appreciated and cherished. Offering generous salaries, benefits and training opportunities, we employ over 1,000 permanent staff representing 80 nationalities and speaking over 50 languages. We are continually searching for talented individuals to join our team. Not only do we work with schools


and colleges across the UK and Europe offering apprenticeships, internships and graduate opportunities, we also continually educate and inspire individuals at all levels within our teams through Learning and Development. If we have captivated your imagination and think that you what it takes to deliver some of the world’s most unforgettable luxury experiences please do visit www.maybourne.com/ careers for our current opportunities.


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Case studies Hope Cameron-Webb, Junior Sous Chef, Pastry Kitchen, Claridge’s Hope joined the team as an apprentice in 2012 and five years on, she is a well-respected, senior


member of the Pastry kitchen team, supporting and leading a team of 16. Having been previously made Employee of the Year, Hope is dedicated to both the team and nurturing the family atmosphere, and to the quality and consistency of the products that we serve, including our much-cherished afternoon tea. “Apprenticeships are the best way to get in to the kitchen, the training is hands-on, and you learn a great work ethic from day one. When I joined the team I had no experience and was given an opportunity based on my passion – being able to learn and develop is what an apprenticeship is all about. The experience here is well-rounded. There are few places with pastry kitchens this big and you are working with high-quality ingredients. I have had exposure to a variety of sections and skills as everything that goes on our plates is made in-house. As a leader I want to encourage creativity at all levels; having the chance to present a dish that you have created yourself is very rewarding. “My advice to anyone looking to start their career within hospitality is to be enthusiastic and ask questions. Curiosity and a good attitude pays off!”


Vaida Kaleckyte, Senior Floor Housekeeper, The Berkeley Vaida is one of those talented superstars who walked through our doors in October 2011 as a


Room Attendant. Her hard work paid off and last year she was promoted to Senior Floor Housekeeper. “My own personal development shows that you can have a very exciting career within Housekeeping if you put your mind to it, are passionate, committed and, of course, are not afraid to roll up your sleeves and get your hands dirty,” she says. Having recently undergone months of room


renovations, every detail at The Berkeley combines style and quality. “This is so important when we talk about service,” says Vaida. “Exceptional service can come in the smallest packages: a personalised note on a perfectly crisp pillow, a guest’s favourite soap in a bathroom of fine Italian marble. Of course, exquisite service is only possible when your team knows your guests! I am very proud of the team I have been part of and what we have achieved.”


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128 Principal


This new brand is spreading rapidly across the UK, creating luxurious hotels within some spectacular properties


Principal is a collection of city-centre hotels based in landmark buildings in exceptional locations across the UK. The hotels’ distinctive heritage and


the relationships they have with the neighbourhoods and cities in which they are located are the cornerstones of the Principal brand – from the elegant Georgian townhouses that form the core of the Principal Edinburgh (formerly the George Hotel) to the clock tower that’s synonymous with the Principal Manchester (formerly the Palace Hotel) and its history as the headquarters for the Refuge Assurance Company. Each of the hotels has a story to tell – of its history, its design and architecture, its quirks and characters, and its role in shaping the city and forging relationships with local partners, whether corporate or creative. Our people are of upmost importance to the brand. We are looking for like-minded people who live our values first and technical skills second. We are committed to developing future talent


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through our apprentice and graduate programmes and are working on our chef programme, which will soon be launched. Our best-start strategy provides


a framework for the first six months of a new colleague joining us and helps them become confident and competent in their role. As a relatively new brand, our plan is to build a career structure through our learning and development strategy, so we develop and retain our talent from day one, to help us to grow the business over the next few years.


Contact us Follow our social media channels for opportunities and to find out more about what it’s like to work with Principal Facebook: People of Principal Twitter: @PrincipalCareer Instagram: #LocalGreats


Careers website www.phcompany.com/principal http://careers.phcompany.com


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Case study Jennifer Beamish Young, Pastry chef, Principal York


“I am a 22-year-old pastry chef at the Principal York. I’ve been here for six months and think Principal is a brilliant company – everyone is so welcoming and caring. “I grew up in Cambridge and Darlington and I’ve been baking for as long as I can remember. The reason that’s so strange, when I think about it, is that my mum doesn’t bake and none of my family really like cakes! “I completed my kitchen


training at Cambridge Regional College, I’m passionate about learning and I spend hours doing research to improve myself and particularly to find out about international cuisines. “I am lucky to be in a


company that encourages me to develop my skills through my day-to-day role and one that provides plenty of on-the-job training.


Q Hotels


This award- winning hotel group offers significant development opportunities for a career in hospitality


QHotels is a UK hotel group operating 26 four-star provincial hotels located throughout the country. The company was established in 2003 with two hotels, rising to 21 hotels in 2006. It acquired five ex-De Vere Golf resorts in late 2014.


A few Q facts ● There are more than 5,000 QHotels employees. ● We have won the prestigious AA Hotel Group of the Year twice. ● We are the largest four-star golf hotel resort group in the UK with 10 golf resorts. ● 37% of our management vacancies for 2016 were filled by internal candidates. ● 63% of our 2016 graduates who completed the course have either internally transferred or been promoted to more senior positions during the course.


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● 100% of our management trainees who completed the course in 2017 have been promoted to more senior positions during the course.


If you are passionate, confident and knowledgeable in your field, then you certainly meet our ‘Inspired By You’ brand ethos, which makes you the kind of candidate we are looking for. With opportunities across the group


in a range of departments, such as food and beverage, front office, kitchen, leisure and spa, as well as graduate opportunities, we really do cater for all areas of a career in hospitality. QHotels is renowned for its training and development opportunities, so here is a flavour of what we deliver.


Get Into Q Apprenticeship programme QHotels offer general hospitality, spa and kitchen apprenticeships starting at


Level 2 and progressing to Level 3. We have partnered with HIT Training to ensure that each individual receives bespoke hospitality training. We launched our biggest apprentice


recruitment drive to date in 2017, with our first 66 new apprentices inducted and now working within the business. In 2016, we won a Springboard Excellence award for our Get Into Q recruitment campaign.


Earn while you Learn Management Trainee Programme Our QED Management Trainee Programme is unique in the industry in that it is delivered entirely in-house as a University College Birmingham- accredited foundation degree. This offers a fantastic alternative


to university, where candidates can work full-time across a variety of departments. We were thrilled in 2016 to be awarded a Springboard Excellence


award for Best Education & Industry Liaison along with an HR Distinction award for Distinction in Developing Future Talent for our Management Trainee Programme.


Fast Track Graduate Programme This programme is currently offered in operational management, and events sales. Our graduate programmes are unique in that they are flexible in length, attracting ambitious, passionate and driven graduates who are keen to get on and progress in their career. How quickly they progress to the next step is up to them and it could be just six months after joining us.


Contact us Email: recruitment@qhotels.co.uk www.qhotelsjobs.co.uk Facebook: QHotels Jobs & Careers Twitter: @qhotelscareers Instagram: QHotelscareers


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Case study


Laura Slatem, food and beverage supervisor


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Laura completed a Level 3 General Hospitality Apprenticeship this year and will be commencing as a management trainee in September, having recently been promoted to supervisor. “There are so many


opportunities at QHotels, they really do believe in their passionate employees. As long as you are willing to strive for progression, Q will absolutely provide you with an array of ways to get you to where you want to be,” she said. “The best thing about


working at my hotel is the people. Both the guests and my team provide me with a sense of worth that I don’t think I could satisfy in any other industry. The reason I think this is the best thing about the hotel is because of how passionate we all are about our jobs. It provides each shift with a fun, encouraging, exciting atmosphere that never fails to keep me smiling throughout my journey here.”


“Both the guests and my team provide me with a sense of worth that I don’t think I could satisfy in any other industry”


Red Carnation


Training and development are top of the agenda for this hotel collection, which takes pride in the service provided by its people


The Red Carnation Hotel Collection comprises 17 luxurious five- and four-star award-winning properties, each managed and run by an exceptional team of individuals with a shared passion for hospitality and providing excellent levels of service. At the heart of Red Carnation is


its people. Whether these are the guests staying at the hotels, or the staff ensuring that they have a memorable experience, this family-run company is deeply committed to looking after each and every individual. A set of core values creates a solid


foundation for all those who are part of the Red Carnation family and unite all members from the UK, Guernsey, Switzerland, Ireland, South Africa and the US with the all-embracing philosophy of “no request is too large, no detail too small”. The Red Carnation Collection and its employees have a string of awards and accolades to their name. The Red Carnation Hotel Collection has featured for five years in The Sunday Times Top 100 Best Companies to Work For and in the top 10 for the last three years – a noteworthy achievement! In addition, in 2017, the Red Carnation Collection


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was awarded the Princess Royal Award for Training and Development, specifically for the Graduate Management Programme, of which Red Carnation is very proud. In addition, in 2015 the Red Carnation HR department was named HR Team of the Year at The Caterer’s Hotel Cateys, the Oscars of the hotel world.


Top of the class Every staff member is given the necessary training and development to ensure they reach their full potential and excel in everything they do. The company has achieved Corporate Investors in People gold award status, a testimony to the quality of the training for all staff members and recognition of a working environment characterised by growth, innovation and triumph. We offer work experience, structured internships, apprenticeships and a


“We offer work experience, structured internships, apprenticeships and a superb, award-winning graduate programme”


superb, award-winning graduate programme, giving you an opportunity to experience the industry and help you achieve your career goals. Whatever job role you join us


in at Red Carnation Hotels – intern, apprentice, receptionist, chef, as a manager or on our management programme – you will find we have the training and development to help you in your career. Having gold status Investors in People means that our training and development plan links directly to our business goals and strategy, which is communicated openly with all our people. We provide personalised training


to our employees. We offer learning opportunities that can be applied in your personal life and that are internationally recognised, not just Red Carnation recognised. We want to bring out the best in people and tap into their talent and potential – which in turn is good for us all.


Contact us hr@rchmail.com www.redcarnationhotels.com


Case study Nathan Hindmarsh, executive head chef, the Chesterfield While at school, I attended compulsory work experience in the kitchen at an Italian restaurant. I was completely opposed to the idea as I had no interest in hospitality or cooking at that stage. Good thing it was mandatory, as this is where I fell in love with cooking! I went on to study at Westminister Kingsway College and joined Red Carnation at the Chesterfield Mayfair Hotel. I progressed from commis chef to junior sous chef in just five years. In 2013 I decided to work in different kitchens abroad – at L’Audacieux in


Paris and the Ardilaun Hotel in Galway as junior sous chef. In 2016 I returned to the Chesterfield as executive sous chef. After a year, I became the executive head chef at the age of 24. None of this would have been possible without the training and support from Red Carnation.


133 134 135 Soho House & Co


Calling all creatives who want an international career working with like-minded people


Founded in London in 1995 as a private members’ club for people in the creative industries, Soho House & Co has gradually expanded to include houses across Europe and North America, as well as restaurants, cinemas, workspaces, spas and hotels. Each House is slightly different depending on its location, but the ethos of the Houses has remained the same: to create a comfortable home for a community of like-minded, creative people, wherever they are. Soho Houses are currently under construction in Mumbai, DUMBO, Brooklyn NY, White City London, Downtown LA, Amsterdam and Hong Kong. This year also saw the opening of


The Ned, a joint venture between Soho House & Co, and New York’s Sydell Group. A hotel with a collection of restaurants, members’ club and spa in the City of London. The Ned is set in the


former Midland Bank building, designed by Sir Edwin ‘Ned’ Lutyens in 1924. The space includes nine restaurants, 252 bedrooms channeling 1920s and 1930s design, a range of men’s and women’s grooming services and ‘Ned’s Club’, a social and fitness club, where members have access to a rooftop pool, gym, spa, hammam and late night lounge bar.


Soho House Management Trainee Programme The Soho House Management Trainee Programme is designed for those looking to pursue a career in hospitality. The tailored 14-month programmes in both Food & Beverage and the Rooms Division develops trainees into strong operational managers.


Contact us For more information and to apply online, go to careers.sohohouse.com


Case study


Laura Mellander, senior club manager, Soho House Chicago


When did you join Soho House & Co? I started at Soho House back in September 2012 as a management trainee, joining the Food and Beverage Programme after I’d graduated from Glion Hospitality School in Switzerland.


What did you learn during your time as a Soho House & Co management trainee? I spent 14 months in the London sites, at Soho House Greek Street, as well as Shoreditch House and Babington House in the Somerset countryside. Spending time on the floor, in the kitchen and the bar helped me gain an understanding of


“Spending time on the floor, in the kitchen and the bar helped me gain an understanding of how each department works”


how each department works and what it takes to manage them, giving me the confidence to take on my first management role at Little House Mayfair.


What was your next move? Once I had graduated I went to the Electric Diner in Portobello as diner manager, before being promoted to assistant general manager for the Electric.


Where are you now? I’m senior club manager out at Soho House Chicago. I had worked in the US before and was keen to return and get to know a new, vibrant city. Soho House Chicago is our biggest club in North America, so it’s been an incredible opportunity both for my career and for me personally.


What are your future aspirations? Soho House is constantly expanding with new opportunities, so I’m excited to see what the next few years hold.


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140 The Vineyard


The members of this passionate and award- winning team offer immaculate service amid opulent surroundings


The Vineyard is a Relais & Châteaux five-red-star hotel and spa, renowned for its impeccable service, three-AA- rosette restaurant and award-winning, 30,000-bottle wine cellar. Owned by Sir Peter Michael, the 49-bedroom hotel is a temple to Californian wine. The passionate and knowledgeable team is dedicated to providing guests with an unforgettable wine experience and immaculate service in opulent surroundings. The hotel has earned numerous


accolades, including The Independent’s Best Country House Hotels in Britain 2016, and the Beautiful South Awards for Excellence for Large Hotel of the Year and Restaurant of the Year 2016. In The Caterer’s Hoteliers’ Hotels Top 100, it came in at number 19. The Vineyard also boasts a host of awards won by the team. They include


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a Hotel Catey Restaurant Manager of the Year for Rebecca Galland and UK Young Sommelier of the Year for Romain Bourger. Acorn Award-winning head chef


Robby Jenks has been at the helm of the kitchen since February 2016. His approach is to create a simple but perfect dining experience. From the award-winning wine list to the world- class cuisine, no stone is left unturned, and guests leave having enjoyed good times in good company.


The Vineyard Group The Vineyard Group is a privately owned collection of hotels. At the Vineyard the motto is: eat, sleep, and drink wine. Staff continuously strive towards exceeding guests’ expectations, and we are always on the lookout for thoughtful innovators, aspiring leaders and those who truly believe they can make a difference to someone else’s day. On joining, each employee spends time learning about the hotel, its


involvement with Relais & Chateaux, health and safety, policies overview and company benefits. You are nurtured, supported and encouraged to progress in an atmosphere that only the Vineyard can provide. Team-bonding activities include a mini wine tasting and a three-course dinner with matching wines. After probation you will also be enrolled on the WSET level 1 qualification. Each month, managers are asked


to put forward team members who have displayed one or more of the four attributes (support, understanding, respect and excellence) for a Sure Award. The awards are given to employees each quarter. There is also an employee of the year event, with the lucky winner enjoying a trip to the Peter Michael Winery in California.


“We are always on the lookout for thoughtful innovators, aspiring leaders and those who truly believe they can make a difference to someone else’s day”


Perks of the job l A fabulous discount for you, your friends and your family on bed and breakfast stays


l Discount when dining l Discount on gym membership l Discount on golf membership l Discount on wine purchased via the Vineyard Cellars


l Discount on spa treatments 141


Case study Nicole Peace, events manager When Nicole started her first ever job at the Vineyard in 2000 she never imagined it would be the first step to her future career. She quickly realised the Vineyard prioritises staff satisfaction and customer experience above all else. Her first role was as a


Saturday housekeeper and she soon moved into the reservations team, where telephone etiquette and sales skills were taught. Due to increased volume, a central reservations team was set up and Nicole was promoted to CRO manager. Wanting to develop her abilities further, she saw moving into events as a natural progression. After gaining experience as events co-ordinator at sister property Donnington Valley, she was promoted to her current role as events manager at the Vineyard. Nicole firmly believes that


without the support of her managers she wouldn’t have achieved the successes she has. Now, 17 years on, she is a firm ambassador for the group, with her knowledge and dedication key to developing her own team. Her belief is that hospitality is an industry you love or hate. Like Nicole, the lucky ones will find a company that shares that love and passion and which they will never want to leave.


142 The Z Hotels offer has proven highly Z Hotels


The bigger the better, right? By introducing compact luxury accommodation to the UK, Z Hotels would beg to differ


Dare to be different Throughout life, we are faced with the notion that bigger is better, be it the purchase of a car, a television, a garden shed, an apartment or a house. The same is the case with hotel accommodation. How many times have we been so excited our room came with a sofa or a separate lounge, or a bath big enough to swim in, that we couldn’t wait to tell (or tweet or snapchat) our friends? We’ve all done it, and it makes us feel good – great, in fact. Booking and staying in a hotel is


highly emotive, and it’s an experience we all wish we could have more of. So why would Z Hotels introduce a hotel concept which, at the heart of the product offer, has a bedroom half the size of a standard room? Surely we all want bigger, not smaller? Well, not always. Did we have time


to take a swim in that giant bathtub, laze around in the lounge or roll out the


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yoga mat in the ample space around our hotel bed? The reality is that sometimes we simply don’t have time for all these luxuries. And so Z Hotels was born. Z Hotels


gives you all the luxuries you need while ensuring you’re not paying for the luxuries you don’t need. At Z Hotels, guests experience a fantastic night’s sleep in a bespoke, hand-crafted bed in a compact bedroom in a prime, central location. Each room offers outstanding in-room entertainment (Samsung HD TV, including Sky Sports and Sky Movies) and en suite shower room, while Wi-Fi is provided free throughout the hotels.


“Z Hotels gives you all the luxuries you need while ensuring you’re not paying for the luxuries you don’t”


successful. Since Z Soho opened in November 2011, Z Hotels has opened a further seven Zs (five in central London, one in Liverpool and another in Glasgow). Currently Z Hotels is building two more in central London, and will start developing three more later this year, including one in the centre of Bath. This year, Z Hotels has also


introduced a loyalty scheme. In the first six months since its launch, 50,000 guests have been enrolled as Z members. With the continued dedication and excellent service provided by the Z team, this number will continue to grow substantially.


The Z team Team members, brand ambassadors, creatives, fun individuals, career planners, brand advocates. Ideally, companies want their employees to be all of these things. Why do people love working at Z


Hotels? In short, it’s because those working at Z Hotels feel like they are all these things. It shows in customer reviews – team members are consistently referenced as being one of the main reasons guests enjoyed


Case study


Francesco Farruggio, hotel operations manager, Z Soho Since I graduated in tourism management and started working in this field at the age of 18, I have worked for many companies and been involved in various projects. I have never experienced a company like Z Hotels and I love working here. I am able to be myself and offer a


very personalised customer service. Working for Z Hotels means being part of a big family. Everyone is


involved in most of the day-to-day decisions, and people are more than welcome to contribute fresh ideas. It doesn’t matter if you have had a different experience or background. With Z Hotels being a new, dynamic and fast-growing company, we constantly get chances to develop and progress in our careers. I started working for Z Hotels more than four years ago and I am still


here – currently as a hotel operations manager. The company has given me a great opportunity to progress in my career. Having started as a guest service assistant, I have worked my way up and am now leading a team and running the operations in my hotel – it’s simply amazing!


their stay – and why they would come back. And it shows in terms of staff retention and promotion – all hotel managers start out as guest service assistants. The Z Hotels team is key and


integral to the success of the brand and will continue to be so. With


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its fantastic group of talented individuals, Z Hotels continues to employ and, importantly, invest in the best people in the industry.


Contact us hr@thezhotels.com www.thezhotels.com


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