WE ❤️ HOSPITALITY - James O'Keeffe

The last year has been terrible for the hospitality sector. Most businesses have seen extreme financial challenges and its reputation as an employer has been severely affected. We are now hearing from many, many of our clients about their fears for the future from staff shortages to skills gaps and top mid-senior talent moving to other sectors.

Krishnan Doyle is sharing his conversations with service industry leaders and operators on all that is good about hospitality & catering with the purpose to improve the sector's reputation as one of the largest employer worldwide but also as a great place to develop your career. 

How did you get into hotels & resorts? 

I got into hotels after I finished my International Hospitality Management Degree at Bournemouth University. Having come up through restaurants and private members clubs I was looking for a role which would allow me to combine my operational experience with the knowledge gained at university. This led me to the Graduate Management Scheme at Exclusive Collection, and I haven’t looked back since. The opportunities afforded to me by all of my General Managers and Danny at Exclusive Collection were invaluable, and they have contributed immeasurably to my growth and development into the manager I am today. 

Do you think it is important to have studied a related topic to be a success in the sector?

One of the best things about the hotel sector is that there are very few barriers to success; a good attitude, hard work, and showing up on time will take you a long way. I love the fact that you could be 15, in your first job in a hotel as a commis waiter or luggage porter and could conceivably become the General Manager later in your career - the route is clear. However, I think there is something to be said for studying a related topic as it allows for quicker progression and any additional knowledge you can gain is never a bad thing. For example, certain areas such as finance are easier to learn outside of an operational environment.

Which leader / figure inspired you and why? 

I am extremely fortunate to have worked with some exceptional leaders throughout my career from Andrew Selvadurai at Mosimann’s to Jonny Lake, Isa Bal, Dimi Leivadas, and the rest of the leadership team at The Fat Duck, all the way up to Stephen Browning and Danny Pecorelli at Exclusive Collection. I will always be grateful for the skills, knowledge, and standards they instilled in me, but in terms of inspiration I think I would have to say restaurateur Danny Meyer inspired me ever since I read Setting the Table at college. I found his attitude to service and running a restaurant eye-opening, and it helped me to understand the importance of having a culture of exceptional service permeate all areas of your business. In particular, the importance of living your values across all areas of the business is something I consider to be vital in running a successful hotel. I should also mention Joanna Wimmer and Norman Fu at Westminster Kingsway College, who inspired me to pursue a career in Front of House and nurtured my passion for food and drink. 

What keeps you in the sector and why do you enjoy working in it? 

As cliché as it sounds, the fact that no two days are ever the same really keeps me going. Hoteliers are at once creatures of habit who need consistency to successfully run a business but, I think, also all enjoy the variety of problems that get thrown at us on a daily basis. I thoroughly enjoy this paradox as it suits my love of problem solving. With hotels, there is always something that can be improved, and I relish the challenge of looking at all of the issues which can impede the efficient running of a hotel and resolving them. It is truly a unique business environment where you can almost immediately see the effects of your decisions and get real time feedback from your guests. 

Tell us about the development / training that you give to your teams and management

I think training for teams can be broadly split into two categories: operational and theoretical. For operational training, this is the day to day bread and butter which is so important for the successful running of the hotel. I try to utilise a mixture of internal and external sources for this. At Danesfield House we have a phenomenal roster of suppliers for our Food & Beverage operation and I rely on them to provide much of the knowledge training for the junior staff. Our suppliers are the de facto experts in what they do – it would be foolish not to share their passion and knowledge for their product with the team.

I am also lucky to have two phenomenal managers in Joao Valcouvo and Fernando Teixeira at Danesfield who pass on their years of operational experience through service training with the team and ensuring we deliver the best possible experience for our guests. When it comes to developing managers, I foster a culture of curiosity as I want my them to be aware of the decisions that are being made about their department and the hotel and why. I believe introducing managers to the fundamentals and functions of the P&L early is essential. It’s something I know many don’t necessarily have previous experience of, despite the fact understanding the financials is a crucial part in being able to make better decisions for the business and themselves, and I want them to be well equipped for their future. 

What advice would you give to those starting out in the sector?                 

Try to be as inquisitive as you can and don’t be afraid to take risks in your career. Hotels are wonderful and multifaceted businesses, and there is truly a place for everyone, so keep trying things until you find out where your strengths lie. You will learn something different in every role, every department, and every property. The more you learn, the more successful you will be. 

If you could go back and tell yourself one piece of advice as you started your career, what would it be? 

Don’t be afraid to ask questions. The more you ask, the more you learn.

If you would like to take part as a leader in this thriving sector, get in touch with Krishnan (krishnan@corecruitment.com)