Resilience is like a snow globe…

Continuing the series of interviews with members of the latest Hospitality Junior Board cohort, I recently caught up with Poppy Clara Roberts, Assistant Spa and Wellness Manager at Grantley Hall. We chatted about everything including the importance of resilience and what Gen Z really want…

We started with one simple question: “What do we need to be talking about today?” and what followed was a thoughtful reflection on the value of hospitality as a career, the importance of resilience and what truly matters to the new generation entering the sector.

Poppy, what’s the one thing you want to talk about today?

That hospitality is a viable career, but it takes commitment, resilience and the ability to make people feel valued. None of this is easy.

"....That sense of purpose wasn’t something I discovered in school, but I’ve found in hospitality"

Hospitality still isn’t always recognised as a serious career choice. Too many people, especially parents and influencers, struggle to see the full scope of the industry. Often, they only associate it with roles like waiting tables, which, for the record, is absolutely a proper job. For me, hospitality is where I’ve found space to be creative, make friends, a place to keep learning and to grow into the best version of myself. That sense of purpose wasn’t something I discovered in school, but I’ve found in hospitality.

Initiatives like the Hospitality Junior Board and the engagement that businesses such as Grantley Hall has with local colleges is helping to shift perceptions, but we need to go further. Schools and colleges need to understand and value all the skills, commitment and career paths hospitality offers. We need to ask: is hospitality education up to date, relevant and reflective of the real world of work? We in the sector and others with influence have a role to play in ensuring the answer to that is yes.

The new generation is often labelled lazy or selfish. What’s your take?

Definitely not. We’re just aware of what we want and how we can contribute. We want progression, learning and managers who understand that. It’s not selfish, it’s commitment. if you invest in me you are investing in your business.

"...we’re (just) aware of what we want and how we can contribute. We want progression, learning and managers who understand that. It’s not selfish, it’s commitment..."

Managers at all levels need to be adaptable. They should be ready to answer when asked, “What’s in it for me?” not with gimmicks but with fairness and opportunity. It takes confidence for a young person to be clear about what they want and I think part of a manager’s role is to make that conversation really easy.

Hospitality is tough. It’s fast-paced, ever-changing and guest expectations are rising. You need to be resilient to succeed and I know from my own experience, from those I work with, and others I know in hospitality that we’re not afraid of hard work – quite the opposite!

Talk to me about resilience. Would you call yourself resilient?

Absolutely. For me, resilience is one of the most important skills in hospitality. It’s like a snow globe, sometimes things get shaken up but you must trust that they’ll settle again.

I love that image because it’s exactly how life feels sometimes. Everything gets stirred up your emotions, your routine, your confidence and it can feel chaotic. But just like a snow globe, if you give it time, things begin to settle. You start to see clearly again. And when the snow settles, you can see the beauty in it. That’s what resilience is. It’s not about avoiding the shake-ups it’s about knowing they’re temporary and trusting yourself to find calm again.

"...for me, resilience is one of the most important skills in hospitality. It’s like a snow globe, sometimes things get shaken up but you must trust that they’ll settle again..."

I’ve had tough times, but I’ve bounced back. Resilience means recognising when something isn’t right, asking for help, leaning on your support network, facing challenges head-on and knowing when to walk away if something feels wrong. You don’t have to sort things out on your own. Talk to people who have your back and want you to succeed. You can’t be resilient if you keep things to yourself, don’t ask for help or don’t spend time building your network.

Some employers spend a lot of time thinking about what their teams want and working on their “employee brand.” What do you think they could be doing more of?

They sometimes overcomplicate what the new generation (and probably always have) wants. It gets gimmicky. What matters is that my manager knows me and cares about me…my values, my ambitions. That isn’t easy. It takes time, curiosity and regular conversation. I hope I do this with my Spa team at Grantley Hall because I know how important it is.

Personally, I want a clear training plan and progression opportunities. Others might not and may want something different…but that doesn’t mean they don’t want to do a brilliant job. It just means different things matter to different people.

"...it gets gimmicky. What matters is that my manager knows me and cares about me, my values, my ambitions...."

So what’s important?

• Get to know me and treat me as an individual
• Don’t assume you know what I want or need
• Commit to regular one-to-ones and really listen
• Give appropriate, honest, relevant and timely feedback that helps me improve
• Recognition (private and public) is free and powerful
• Be consistent
• Let me contribute to the wider business and get creative

How has the Hospitality Junior Board helped you?

I love it. I can’t believe we’re already halfway through and I wish it could be longer. The mentoring, workshops and board meetings have been incredible. Hearing different views, meeting people from other venues and seeing other businesses has been invaluable. I know it will play a part in shaping my career.

Final Reflection

Our chat was a reminder that hard work, reflection and a drive to grow are alive and well in hospitality. To label young people as lazy isn’t just inaccurate…it’s lazy thinking. What people need is to be listened to, understood and supported. Upon my own reflection and careers this has always been the case…

Hospitality can be an extraordinary career for those who thrive in a team, embrace challenge and love creating unforgettable experiences. But resilience doesn’t just appear, it’s built through experience, recognising when things aren’t right and surrounding yourself with a strong support network.

Supporting each other isn’t a luxury, it’s a necessity.

And if you’re wondering where the future of the sector is being shaped, look no further than the Hospitality Junior Board!