An essential skill that can’t be taught is a genuine smile!
Ella Caton, Deputy Manager, Judges Lodges, Thwaites
November 2024
“Hospitality for me is a career where you have control over the day-to-day outcomes…”
Like many others, I started working in hospitality to make some pocket money. My dad would drive me to and from a busy little café run by a family friend every Saturday and Sunday when I was 14, right through until I was 17. Living in the middle of nowhere, I can thank my first hospitality job for motivating me to pass my driving test 4 weeks after my 17th birthday. I found myself to be ‘pretty decent’ at the job and started working 10 minutes down the road at Yorkshire’s then Favourite Pub. Little did I know, this would be the beginning of my career in hospitality.
“I would be lying if I said it hadn’t crossed my mind that they were achieving more than I was while I was pulling pints for a living. But now, I feel just as accomplished as they do..”
Over the last 5 years, I’ve worked for the same business (with a couple of travel sabbaticals), growing from a server role to Assistant Manager. During this time, my friends were at university and qualifying with degrees, something that had never interested me. I would be lying if I said it hadn’t crossed my mind that they were achieving more than I was while I was pulling pints for a living. But now, I feel just as accomplished as they do. The reality of what I’ve taken away from my career so far is a list of transferable, real-life skills.
One of the things I’ve grown most passionate about within hospitality is service standards and delivery. In our job, we have so much control over individual experiences when they visit our workplace. It’s always good to remember they’ve chosen to spend their hard-earned money with you. Service standards and delivery involve everything from initial conversations at booking, to a cocktail tasting the same as the first one they had, to checking in at the end of their experience when handing over the bill. I enjoy the feeling of being in control of the day, and the fact that customers’ experiences are affected by my actions makes me take more responsibility for what I do. Not only this, but the job allows me to feel fulfilled when the customer has had a great trip/meal/experience because I had something to do with that.
“I love this industry because it’s opened my eyes to a multitude of things. It’s helped me personally mature to a position where I can take a step back and see things from someone else’s perspective…”
I love this industry because it’s opened my eyes to a multitude of things. It’s helped me personally mature to a position where I can take a step back and see things from someone else’s perspective. I hold more respect for the people I interact with, and within that, I hold more respect for myself. My career has also allowed me to feel financially secure by funding my house, car, and hobbies. It’s even taken me to the Greek islands for a couple of months, which was an amazing experience (and I got a great tan). Despite the generalisation that hospitality is a non-skilled, low pay, scopeless place to work, I know that’s false.
Even though I’m still young, I feel like I’ve seen the hospitality industry change in massive ways over my time working within it. The various options available to people who commit to the industry are immense. There’s a wide range of roles to choose from and work towards. Having attended only one Junior board meeting so far, I’ve already met some very interesting people in roles I might not have originally thought to be part of the sector. It just goes to show that hospitality is wherever you look.
“As for advice for someone thinking about the industry as a career, it would be just to keep going and stay resilient”
As for advice for someone thinking about the industry as a career, it would be just to keep going and stay resilient. It’s easy to get caught up in ‘this person has done this’ and ‘I’ve got this qualification.’ Hospitality can sometimes feel like an achievement just getting to the end of a working day. But remind yourself that you’re surrounded by opportunities and knowledgeable people to learn from. You get out as much as you put in. I was shy and nervous when I came into this industry, and when I was first asked to serve tables, I was mortified. But as the cringey saying goes, life starts at the end of your comfort zone, and I have a lot to be thankful for now because I pushed myself.
Do I believe it takes specific skills to be successful in the hospitality industry? Honestly, I think many skills required can be taught and picked up. An essential skill that can’t be taught is a genuine smile – it’s a small thing that makes a big difference. If you fake that smile when the customer tells you they loved every single part of their stay, or that their meal was the best they’ve had, then I believe you’re wasting your time.
As for what’s next for me? A busy couple of months as self-proclaimed Head of Christmas at the Lister! And after that… a change of scenery is due. As to where, the options are endless because, like I said before, hospitality is everywhere!