When Chaos Meets Compassion

Charlotte Hansell,

Front Desk Manager at the Hampton by Hilton York Piccadilly

15tht December 2025

Hospitality is constant. From food checks to room requests, the reality of the job can make it incredibly difficult to meet expectations, but when there is a core and genuine passion for kindness at the heart of everything you do, the chaos becomes a place where you can thrive, and where small moments can leave lasting impressions.

When I started working in hospitality, it wasn’t a career for me. It was simply a job while I got through my degree. Then one day, one moment, and one act of kindness changed my perspective entirely.

I was working on an incredibly busy day at a tourist attraction during York’s free tourism weekend for residents. Queues were long, and the automation of getting people through the line had set in. An older gentleman walked in with tears in his eyes. I stopped for a moment, and the “humanness” came back to me. I asked what was wrong. He told me it was the first year he had visited without his wife and that it was important for him to honour their tradition. I listened to his worries and did what I could to make sure he was okay. Before he left, he thanked me for taking the time to be kind. From that day, everything changed for me.

Finding Beauty in the Busy

Now, I work as a Front Desk Manager. In a family-owned, focused-service franchise hotel, that role might look different than you’d expect. I oversee the front desk team and support the wider operation—helping with rotas, stepping into departments that need support, and making sure our days run as smoothly as possible. No two days are ever the same. Over the weekend of the Christmas Markets, for example, I’ll be dressing up as Santa to give guests an extra-special welcome. It’s hectic, unexpected, and sometimes a little chaotic—but it’s also what makes this job such a joy.

I am a manager, a chef, a kitchen porter, a housekeeper, a maintenance worker, a receptionist, a concierge, a bar worker and more. Though it’s not just me. It’s everyone I work with, from my front desk team to my general manager.

Days can be chaotic and beautiful at the same time. You might wonder how that’s possible. A while ago, I would have asked the same question. The answer lies in the incredible honour of creating moments of kindness amid the chaos.

Maybe it’s running around at breakfast and noticing a child’s toy tucked away somewhere unexpected or finding a way to fix a guest’s shoe so they’re not late to an important meeting. These moments mean everything to our guests, and it’s our responsibility as people in this industry to notice them.

When someone walks through your door, you never know what they’re going through. I learned that the day that older gentleman walked through mine. Now, I make sure to find kindness in everything I do, no matter how hard the days get.

The People Who Lift Me

Kindness doesn’t just go outwards—it comes back to you through the people who support you. My boss is one of those people. Any time I want to learn something new, he takes the time to teach me, show me, and push me forward. My best friend is there for the moments when the job gets heavy, reminding me I’m not carrying things alone and my godfather in America is one of my biggest cheerleaders, always encouraging me from across the world.

It takes a village to thrive in hospitality, and I’m grateful for mine every single day.

To Young People Considering Hospitality

If I could give one piece of advice to anyone young and unsure about their next step, it would be this: dive in. Let yourself be fully submerged in everything hospitality has to offer, and don’t dismiss it as a “job for now.” It might surprise you. It certainly surprised me.

And to the parents—let them. Hospitality and tourism is one of the biggest growing global industries, and it will only continue to rise. It’s full of opportunity, growth, skill-building, resilience, and connection. It’s a career that shapes you as much as you shape it.

 

 

What I Hope to Gain from the Hospitality Junior Board

Joining the Hospitality Junior Board is a step I’m incredibly proud of. I want to gain confidence, resilience, and a deeper understanding of the industry beyond my own hotel walls. I want to learn from people across different sectors of hospitality and take that knowledge back with me, using it to grow, to lead, and to create more moments of kindness for both guests and my team.

 

Hospitality is a human industry. Once the chaos shifts from automatic to conscious, kindness has the space to grow. Hospitality wasn’t meant to be a career for me, but now it is, and it’s one built entirely on the power of kindness.

Quiet Leadership In Hospitality

Becky Coultish

October 25

It was wonderful to meet up with Becky and chat over topics including mental health, teamwork, personal growth, and what being part of the Hospitality Junior Board has meant for her.

We met in the elegant surroundings of The Grand, York, a setting that on the face of it can contrast with the realities of working in hospitality, especially when stepping into management. Our conversation centred on the pressures of the industry and the importance of creating a healthy workplace, not just for individuals but for teams and businesses alike. As always, I began with my go-to opening question – not out of habit, but because it invites people to speak about what truly matters to them.

Me: So Becky, wonderful to see you – what do you want to talk about today?

B: I’m passionate about mental health in the workplace. It’s something I’ve struggled with personally.

Me: I hear that a lot and am always curious to what that actually means – what does it mean for you?

B: For me, it’s about having a safe space, literally, like an office I can retreat to, but also emotionally. It’s about being able to be myself, without judgement, and knowing it’s okay to feel how I feel. It’s also about having people to talk to, whether about work or life. I think businesses should treat mental health training like first aid. The Barbican is very busy and of course I am expected to, and do work very hard, but I also get that “me” support, and it’s why I love working there.

Me: That’s brilliant to hear. The sector needs more of that to help young people commit to hospitality as a career and stick with it. What does good mental health look like for you?

B: I know I’m in a good place when I can switch off on my days off and actually enjoy them. That work doesn’t dominate every second of every day. What it also means is that I am much better, more effective at work and that has to be good for everyone, our visitors, team and the company.

Me: Apologies for interrupting but that reminds me, years ago, a boss once said, “enjoy your days off and recover – we’ve got a busy week ahead.” At the time, I didn’t think much of it, but now I realise how odd it was to frame time off as “recovery” rather than enjoyment?

B: Exactly. At the Barbican, things are well organised (which I am part of), so I can switch off. If something urgent comes up, of course I’ll help, but it’s not expected. In previous roles, I’d spend my days off exhausted, slumped in front of the TV, unable to switch off. That’s not healthy, physically or mentally. I need time for myself, whether that’s with friends, family, or just doing something I enjoy. It used to be rugby, before I was injured in a car accident.

Me: Would you be comfortable sharing more about that?

B: Sure. It was during Covid, when I was about 20. The accident meant I couldn’t play rugby anymore. Suddenly, I lost the team, the exercise, the fresh air, the goals – it all disappeared. Along with being locked down and all the uncertainty I, like many others, really struggled. I want to work, I need to feel part of a team, I want to progress, and have something to work towards. I tried a few things but eventually made the move to where I am now which I am loving.

Me: You’ve clearly now found a good fit but I know from experience that making that move isn’t always easy?

B: It’s easy to say “you should’ve moved” in hindsight, but at the time, you just keep your head down, work hard, and hope it gets better. Eventually, the penny dropped, and I made the decision to leave, helped by being approached about a new role!

Me: I imagine there would have been signs so how can employers, how do you, spot when someone’s struggling?

B: The signs are subtle. Like many I’ve never been comfortable talking about how I feel. I’d turn up, work hard, and get the job done. But if someone’s spark has gone, if they’re distancing themselves, not volunteering for extra shifts, or their body language changes – those are signs.

Me: So it’s about knowing and caring about your team well enough to notice those shifts?

B: Yes. I like to think I can “just tell” when something’s off – because I know my team well.

Me: What if someone’s performance is affected for various reasons but they won’t open up, even when you have “spotted the signs” and are encouraging them to talk?

B: It’s tough. You might ask a close colleague to check in with them. You have to keep trying, but yes, they also need to want to help themselves.

Me: So in summary what I am hearing is:

• Really get to know your team
• Look for subtle changes and act when appropriate
• Remember we’re all human
• Encourage open conversations and personal responsibility
• Understand that wellbeing drives performance
• Value time off
• Plan effectively
• Seek help – whether you’re the employer or the employee

Me: Let’s change topic. We’re three-quarters through the Hospitality Junior Board programme – what’s it been like for you?

B: I’ve loved it. Meeting everyone, learning from them, it’s been amazing. I’ve only ever worked in F&B, so hearing from people in parts of hospitality such as reception, sales or the spa has been eye-opening. I’ve made close friends who already help me in my role. Some of them are so confident and accomplished, and even though I’m “just a supervisor,” they make me feel important and welcome.

I’ve really enjoyed the learning and development sessions, especially the “spider web” exercise, it’s helped me identify areas to work on with my mentor. The sessions are fun, with games and fresh air, which makes a big difference.

Me: That’s great to hear. Whilst the HJB has 5 objectives, I believe the one which is “building a supportive community” has struck a chord with you and also resonates with the main topic we have discussed today.

So what’s next for Becky?

B:I’m working towards my first formal manager role. I’ve been able to suggest ideas like ways to grow spend per head, and not only are they recognised by my boss and GM, they’re actually implemented. That’s huge for my confidence.

I’m realistic about what I can achieve and when, so I’m taking small steps. And with the Barbican being part of Legends Global, there could be future opportunities too.

Me: Thank you Becky!

For me, Becky’s story is one of resilience, growth, and quiet leadership. From navigating personal challenges and a life-changing accident to becoming a “quietly confident” advocate for mental health in hospitality, she brings insight and empathy to every part of her role. Her reflections remind us that good management starts with human connection, knowing your team, valuing their time, and creating space for honest conversations.

Through the Hospitality Junior Board, Becky has found new confidence, fresh perspectives, and a sense of belonging that’s helping her shape the next chapter of her career, with purpose, pride, and a clear voice.

Lets stop gatekeeping ambition!

Yasmine Hammadache, General Manager, Hotel Indigo York

July 2025

Resilience is like a snow globe…

Poppy Clara Roberts, Assistant Spa & Wellness Manager, Grantley Hall

September 2025

Houdini Hospitality – The Art of Escape

Alex Mcleod, Performance Supervisor, York Dungeons

September 2025

Reflections on finding purpose, connection, and joy in the unexpected places.

If you’re considering a career in hospitality or wondering whether it’s “just a job”, this reflection offers a fresh lens. Hospitality isn’t only about food, drink, or service. It’s about creating moments of escape: for guests, for teams, and sometimes, for us. Whether you’re starting out or starting over, this sector might just surprise you.

"...hospitality is far more than a plate of food or a pint, it’s an experience, a moment of escape. It can be a warm embrace that helps people step away from the noise of daily life, breathe deeply, and feel human again..."

What’s the first thing that comes to mind when you hear “Hospitality”? Food? Drinks? A warm welcome? It’s often the default association, thanks to the prominence of the food and beverage industry. But whilst important, hospitality is far more than a plate of food or a pint, it’s an experience, a moment of escape. It can be a warm embrace that helps people step away from the noise of daily life, breathe deeply, and feel human again.

Hospitality succeeds, or fails, on the strength of its people. The values we share, the energy we bring, and the care we offer shape every guest’s experience. And for those of us working in the sector, it’s not about age, qualifications, or a perfect CV. It’s about decent people working together to deliver something brilliant. It’s about making others feel valued, appreciated, and seen.

I’ve spent much of my life chasing a dream, training as a professional actor, moving to London, taking on all kinds of jobs to keep the dream alive. Hospitality was always my “gap filler.” A way to earn, survive, and move on. But looking back, I realise I may have underestimated it. I’d already decided it was a stepping stone to something “better.”

"...but I found myself in a place full of energy, kindness, and community..."

My first job was at The Three Cups in Stamford Bridge, aged 18. I didn’t know much about hospitality, but I found myself in a place full of energy, kindness, and community. I learned that giving guests a moment of respite, a chance to reset and go again, was a powerful thing. I learned to reflect, to bounce back, and to lead. By 19, I was a Team Leader. By 20, I was off to London.

Over the years, I’ve worked in bars, built stages, taught in schools, unloaded lorries, cleaned hospitals, and more. Some jobs were fine. Some were awful. But in every role, one truth stood out: it’s the people who make the work worthwhile. A good team can turn even the toughest shift into something joyful. They create escape not just for guests, but for each other.

Hospitality isn’t always easy. No job is. But it offers something rare: the chance to connect, to perform, to uplift. Since returning to York, I’ve joined The York Dungeon – an immersive theatre experience that brings 2,000 years of history to life. If we have to put a label on it then technically it’s tourism, not hospitality. But the essence is the same. We deliver escapism. We help people recharge, laugh, and make memories.

"...If anything in this story speaks to you, maybe hospitality isn’t just a job. Maybe it’s the opportunity you’ve been waiting for..."

So if you’re asking yourself, “What do I want to do in life?”, don’t just look. Jump. Try something new. Find a workplace with values that resonate, people who lift you up, and space to grow. If anything in this story speaks to you, maybe hospitality isn’t just a job. Maybe it’s the opportunity you’ve been waiting for.

Breaking the Mould…

Lawrence Lumb, Senior Sous Chef, Rudding Park

August 2025

Lawrence Lumb is the Senior Sous Chef at Rudding Park, and a proud member of the latest cohort of the Hospitality Junior Board. He joined Rudding at just 17 as an apprentice and has since risen through the ranks to a management role in one of the busiest parts of the business – the meeting and events kitchens, where precision, pace, and the “unknown” collide daily.

Now 24, Lawrence is not just a talented chef, he’s a passionate advocate for the next generation. He’s challenging outdated perceptions of the industry and proving that hospitality, and being a chef in particular, can be a dynamic, creative, and deeply rewarding career. Whether mentoring young chefs or speaking up for better working conditions, Lawrence is helping shape a future where talent is nurtured, not burned out.

Hospitality needs more “Lawrences” and as such it was a pleasure to sit down with him to explore what drives him, what needs to change, and what keeps him inspired.

What should those in power be doing to improve the experience for chefs?

"Give your team the tools they need. “It sounds obvious, but working equipment is essential"

Lawrence didn’t hesitate. His answers were grounded and straightforward

• Be approachable – titles don’t matter if people can’t talk to you. “Whether you’re a Head Chef or a Senior Sous Chef like me, you’ve got to be someone your team can come to. Ask questions, listen, encourage. That’s the job.”
• Leadership is like being an ATM – you need credit before you make withdrawals. “A boss once told me that. You build credit by spending time with your team, being curious about their lives, supporting their growth. Then, when you need to ask for something such as needing extra hours, giving tough feedback, or having a difficult conversation, you’ve earned the trust to do it well.”
• Give your team the tools they need. “It sounds obvious, but working equipment is essential. If it’s broken, it slows everything down, service, prep, events. It’s frustrating and avoidable.”
• Start real conversations about work-life balance. “It’s not just a buzzword. Ask your team what it means to them. Be curious. That’s how you start making things better.”

Who’s had the biggest impact on your career?

"He doesn’t just tell me what to do, he helps me grow”

“Easy,” Lawrence smiles. “Richard Fidler, my boss at Rudding Park.”

Richard has been a mentor since day one, when I joined as an apprentice. “He’s got this way of managing that’s all about trust. He gives me space to learn, to make mistakes, to figure things out. He doesn’t just tell me what to do, he helps me grow.”

Lawrence’s respect is clear. “I know he’s invested in my success. My goal is to make his life easier. And he supports my involvement in the Hospitality Junior Board because he knows it’s making me a better chef, and a better leader.”

What’s the best part of being Senior Sous Chef?

“I love the big events,” Lawrence says. “The marquees for up to a 1000 guests, the buzz of service, meeting guests, it’s hard work, but it’s worth it.”

He lights up talking about the process: “Planning with suppliers, talking to clients, then seeing it all come together on the day. That feeling of success when the team pulls it off – it’s unbeatable.”

What advice would you give your younger self?

Lawrence pauses. “Don’t be afraid to make mistakes. Learn from them.”

He’s quick to acknowledge the support around him. “I’m lucky to be in a business that backs me. And I’ve learned that bad days happen. You wake up and things just don’t go right. Richard reminds me, tomorrow’s a new day. Take something from it and move forward.”

Tell me about Rudding Park’s Chef Development Programme

"It supports the critical transition from education to employment"

“It’s brilliant,” Lawrence says. “We work with local colleges to bring in around 10 young people each year. They get a taster day, a site tour, and a week’s trial across different kitchens. They even get to experience living on-site and being part of the team.”

Some go on to secure year-long contracts and become full team members. “It’s a great way to transition from college to work. That’s a tough jump for a lot of people and this programme makes it smoother.”

What struck me most was how the programme is:

• Proactively building strong links with local colleges
• Creating a pipeline of young talent
• Supporting the critical transition from education to employment
• Nurturing new starters at the most vulnerable stage of their career

How is the Hospitality Junior Board helping your career?

“It’s easy to feel isolated in this job. But when you meet others and realise, they’re facing the same challenges, it helps"

“You’ve got to get out of your own kitchen,” Lawrence says. “I did the Chef Development Programme with the Worshipful Company of Cooks, and it opened my eyes, meeting other chefs, seeing other kitchens.”

The Hospitality Junior Board is doing the same. “I’ve met people my age in different roles, heard their stories, worked on projects, had mentorship, and joined workshops. It’s helping me now, and it’ll help me in the future.”

He adds, “It’s easy to feel isolated in this job. But when you meet others and realise, they’re facing the same challenges, it helps.”

Lawrence Lumb is proof that the future of hospitality is in good hands. He’s not just cooking, he’s leading, learning, and lifting others as he climbs. And if more businesses follow Rudding Park’s lead, we might just see a new generation of chefs who thrive, not just survive.

Elegance without intimidation…

Sam Holding, Restaurant Manager, Legacy, The Grand York

June 2025

What’s your favourite dish your mum makes? A simple question, yet one that cuts through the pomp of fine dining and reminds us of what food is really about—comfort, connection, and pure enjoyment.

“…..we live by three words: Drive, Excellence, and Care. We’re not chanting them in a candlelit basement…..”

For years, and in some cases it still is, fine dining has been synonymous with rigid service, white gloves, and style over substance. While the culinary world continues to innovate at breakneck speed, front-of-house service has started to follow suit, perhaps with less dramatic reinvention. Today, the true focus is on authentic hospitality and experience. The question is, does fine dining still need to carry the weight of tradition, or have we finally shed the constraints of our silver service predecessors?

At The Grand and Legacy, we live by three words: Drive, Excellence, and Care. We’re not chanting them in a candlelit basement, but they do form the backbone of how we craft exceptional hospitality. Legacy takes that ethos and refines it, delivering an informal formal experience. That means high standards without the suffocating theatrics. No robotic servers, no tweezers wielded like surgical instruments. Instead, we aim for effortless, natural service, where the guest feels engaged rather than observed. I call it a conversation about food. Guests chat about their love of oysters or their aversion to mushrooms, only to have their perception shift when Shiitake arrives in the form of a custard. Wine, too, becomes a gateway to discovery, moving beyond safe Sauvignon Blanc into the bright, saline world of Rias Baixas Albariño.

“….no robotic servers, no tweezers wielded like surgical instruments…”

Reframing fine dining for a modern audience means dismantling the perception that it’s reserved for the elite. Social media plays a vital role in this evolution. Take Simon Rogan’s L’Enclume, a Three Michelin Star restaurant that manages to capture both precision and warmth through its Instagram. Staff features and candid behind-the-scenes moments humanize the experience. The Fat Duck follows a similar playbook—highlighting the personalities behind the plates with fun, personal touches like, What’s your favourite dish your mum makes? A careful blend of polished imagery and casual snapshots can shift perceptions in powerful ways.

Then, of course, there’s the price. The unspoken factor in fine dining’s accessibility. While no one has outright contested the bill for our eight-course tasting menu, the cost is acknowledged. Coming from a more casual background, I understand the weight that high-end dining places on a guest’s wallet. Some save for months just to elevate a special occasion. The key to justifying the price isn’t a breakdown, it’s in the details. Notice a left-handed guest? Adjust their cutlery settings. Hesitant about the wine? Tweak the pairing. These small, thoughtful gestures do more than justify the cost; they make guests feel seen.

“Fine dining isn’t about exclusivity it’s about experience. Real people serving real food in a way that is precise, yet inviting.”

Fine dining isn’t about exclusivity it’s about experience. Real people serving real food in a way that is precise, yet inviting. By embracing authenticity, crafting immersive hospitality, and redefining the narrative, we make fine dining a moment of connection rather than intimidation. Ultimately, what matters isn’t just the food or the price, it’s the care behind every detail that transforms a meal into something truly unforgettable.

I love what I do. From the stories across tables to the team beside me, hospitality is a privilege. We touch lives daily, not with ego, but with our care, passion, and empathy.

“If you’re thinking of hospitality as a career, know this: it builds you as much as you build it…”

If you’re thinking of hospitality as a career, know this: it builds you as much as you build it. And the biggest lesson? Stay grounded. No ego. No “big fish” illusions. Just honest work, shared wins, and a team that has your back.

 

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!

Hospitality is about making a difference…

Jasmine Whichello, Reception Manager, Rudding Park

November 2024

My Hospitality Journey

Hospitality is more than just a career; it’s a passion that transforms how we connect with others and experience the world. My journey through this vibrant industry has been filled with challenges, rewards, and invaluable lessons.

Beginnings

I was quite literally ‘born’ to be in hospitality. My parents owned a pub, and from the moment they brought me home, it was already in my blood! Some might say this is why I love it so much, although you usually go against what your parents say or do, am I right? Moving around the UK gave me the opportunity to see different hotels my dad managed. Since I can remember, I couldn’t wait to get involved. As soon as I could, I began working in a local café, finding joy in creating memorable experiences for people. Each interaction reinforced the importance of connection, driving my career forward.

Growing in Hospitality

I have been working at Rudding Park Hotel for just over three years now. It all started when I attended a careers fair searching for a part-time role while studying at sixth form. After asking a few questions, I was approached by the learning and development manager about their management trainee program. The moment I heard those words, I knew it was the perfect fit for me. I’ve always wanted to work in the hospitality industry but was unsure about the specific direction to take due to the vast range of opportunities. This programme allowed me to explore different areas without the pressure of committing to a single path, a challenge many young people face when choosing a career or university course with limited experience or knowledge.

Once I reached the hotel reception, I knew it was where my passion lay! Being a receptionist at 17 in a 4-star hotel in Harrogate was a great achievement. Now, at 20, I am the Reception Manager, and it doesn’t feel real to even write that! This alone shows how much growth there is within the industry when you put your all into it. In June 2024, I was honoured to receive Receptionist of the Year at the Harrogate Hospitality and Tourism Awards, a moment that truly solidified my passion and commitment to the industry.

Rewards of Hospitality

The most rewarding aspect of working in hospitality is the ability to make a positive impact on people’s lives. Unlike many industries where you might be confined to a specific desk or office, the hospitality world offers the opportunity to interact with people from all walks of life, travel to amazing places, and face new challenges constantly. The industry is more than just hotels and restaurants—it’s about creating experiences, building relationships, and always striving to improve. The experiences and skills you gain will serve you well, no matter where your career takes you.

Key Skills for Success

1)        A Positive Mindset

Hospitality is all about making people feel welcome and valued, and a positive attitude is essential. No matter the challenge, it’s important to stay optimistic and solution focused.

2)        Personal Growth and Development

This industry is one where you’re constantly learning. Whether it’s mastering new technology, refining customer service skills, or stepping up into leadership roles, a passion for personal growth will help you move ahead.

3)        The Desire to Make Others Happy

At the end of the day, people come to hotels and restaurants to relax, enjoy their time, and experience something memorable. Having a genuine desire to make others happy is key to excelling in this field.

4)        Adaptability and Resilience

The pace of work can be fast and unpredictable. Being adaptable, able to think on your feet, and handle pressure with ease will help you succeed.

5)        Embrace the Journey

For anyone eager to start their own journey, I encourage you to jump in, learn as much as you can, and embrace the many opportunities that await in this vibrant, fast-paced field. You’ll never know where it could take you.

Beyond the Bar – why Hospitality is more than a stop gap

Joe Gregory, Restaurant Manager, The Old Deanery, Ripon

June 25

“Dressed head-to-toe in a badger costume, pouring drinks, and racing through the chaos, I felt the full force of hospitality’s fast-paced energy…”

If you’d asked me at 16 what my future looked like, I wouldn’t have said managing a Michelin Guide-listed restaurant or sitting on the latest cohort of the growing hospitality initiative. Back then, classrooms didn’t inspire me. But behind the bar, amidst the clatter of a dining room, I found something different, energy, purpose, and a passion that stuck.

Fast-forward to now: at 23, I’ve worked in some of the UK’s most prestigious restaurants. And if there’s one thing I’ve learned, it’s this, hospitality isn’t something you fall into. It’s a career you build. One experience, one guest, one lesson at a time.

"...behind the bar, amidst the clatter of a dining room, I found something different—energy, purpose..."

The Moment It Clicked

Like many, I started with the basics, pulling pints, clearing tables, learning the rhythm of service at a local arts centre. I didn’t realise it then, but those early shifts were the first steps toward something bigger.

Then came the Yorkshire UCI Road World Championships. Dressed head-to-toe in a badger costume, pouring drinks, and racing through the chaos, I felt the full force of hospitality’s fast-paced energy. That was the moment it hit me: this wasn’t just a job. It was a world I wanted to be part of.

"...hospitality isn’t something you fall into. It’s a career you build. One experience, one guest, one lesson at a time..."

Learning by Doing

Lecture halls weren’t my thing. But put me on the floor of a high-end restaurant, and I came alive. I learned by listening, doing, adapting, by being part of teams driven by precision and passion.

At Coworth Park, Cliveden House, The Fat Duck, and Shaun Rankin at Grantley Hall, I saw what world-class hospitality really looks like. More importantly, I saw what it takes to deliver it:

• Timing and intuition.
• The ability to read a room.
• Making every guest feel like the only person in it.

The Hospitality Junior Board C.I.C….. isn’t just about networking, it’s about real change.

From Sommelier to Restaurant Manager

While training at Cliveden House, I lived with a sommelier, someone whose craft fascinated me. That encounter ignited my own journey into wine, leading to WSET qualifications and deepening my understanding of hospitality’s many layers.

As a Storyteller at The Fat Duck, I saw first hand how a dish can be more than just food, it can be an experience. At Grantley Hall, I honed my ability to thrive in a high-pressure, detail-driven environment.

Now, as Restaurant Manager at The Old Deanery in Ripon, I lead a team dedicated to excellence. In our first year, we earned 3 AA Rosettes and secured a Michelin Guide listing, proof that passion and precision pay off.

Hospitality Junior Board: Changing the Industry

When I discovered The Hospitality Junior Board C.I.C., founded by Philip Bolson, I knew I wanted in. This initiative isn’t just about networking, it’s about real change.

Its five objectives are ones I fully stand behind:

1. Identifying future leaders.
2. Building life skills.
3. Showcasing hospitality as a profession, not a fallback.
4. Influencing perceptions.
5. Creating a supportive community.

Hospitality has given me so much—now, I want to give back.

"We start by telling the truth: yes, it’s demanding. The hours can be long, the pace relentless. But it’s also one of the most rewarding industries out there..."

Changing the Narrative

How do we get young people to see hospitality differently? We start by telling the truth: yes, it’s demanding. The hours can be long, the pace relentless. But it’s also one of the most rewarding industries out there.

It’s built on creativity, relationships, and opportunity. It’s a career where passion turns into expertise, where pulling pints can evolve into managing luxury venues.

We need to highlight real success stories, not just celebrity chefs, but the sommeliers, baristas, bakers, and GMs who worked their way up. We need to show that hospitality isn’t just about food, it spans marketing, events, HR, logistics, and more.

Most importantly, we need to stop treating it as Plan B. Hospitality is the better option, if you’re willing to work hard, stay curious, and bring your best self to the table.

Final Thoughts

I’m still learning. That’s the beauty of this industry—it keeps you sharp, challenges you to be better, and rewards those who bring passion to the job.

To anyone wondering if hospitality is “just a job”, I promise you, it can be so much more.

Let’s start telling that story properly.