I am a fortunate person who knew the career I wanted to be in from a very early age and was able to achieve my goals relatively quickly.
I always wanted to work in the hospitality business and believed the luxury end of the market best suited my aspirations. I decided what I wanted to do when I was 15, while working at the St George’s Hotel in Llandudno.
The two most senior people there were inspirational in my life. The owner – Michael Forte – who set quality above all else; and my boss, general manager Ken Roberts. Ken was the epitome of good traditional hotel management. A professional dedicated to providing excellence.
As well as teaching me the value of insisting on nothing less than the best, they also taught me the importance of listening to your customer.
It’s not enough just to be seen to be OK – especially if you are working at the top end of the market. Classic Connection must be one of the few companies to have been complimented by Anne Robinson on Watchdog for the service we provided when other companies were left wanting. Those are the standards I insist on.
As I had decided that the hotel industry was for me, I was determined to succeed. I worked in most departments at the St George’s Hotel before moving to the Queen’s Moat House Hotels. I joined Northampton Moat House as its conference and banqueting manager and to this day have never worked or stayed in a busier hotel. Working my way up through the Moat House did allow me to see the business from every angle and learn what each role involves.
From Northampton I went to Queen’s Moat House’s Chester International Hotel as deputy general manager. In Chester I first met the directors from ITC/Caribbean Connection, butdidn’t realise at the time quite what a significant influence they were to have on my life.
From Chester I moved to London, but within a year Caribbean Connection approached me with an offer I couldn’t refuse – to manage the Buccaneer Bay Hotel and Bamboo Beach Bar in Barbados. After a year in Barbados, company chairman Drew Foster asked me to return to the UK as a product manager.
Without doubt Drew is the other main figure in my professional life who has encouraged me and given me a brilliant opportunity. Caribbean Connection was his brainchild – he built up an incredibly successful company.
My move up within Caribbean Connection was quick – I was appointed as MD in 1994. Drew’s characteristic comment was ‘everyone is going to think I’m mad, but I believe in you’.
In the five years I’ve been MD, the company has changed. We’ve doubled our turnover in the Caribbean, introduced new programmes to Africa and the Indian Ocean and this year Australia and New Zealand.
Our new identity to Classic Connection this year has been both challenging and exciting.
We needed to give ourselves the capacity to expand our programmes still further internationally and ITC wasn’t strong enough to act as an umbrella brand for where we want to go.
We have retained our Caribbean Connection name for our West Indies programme, as this is the cornerstone of our tour operating activity.
It is my personal, and our company philosophy, to value and invest in our staff. To believe in people’s capabilities and to give them the scope, responsibility and inspiration to grow is key to success and to a happy team.
As well as valuing staff and customers, as a tour operator we have to value our agents. We talk to our agents and like to think they feel they can pick up the phone to anyone here – whenever they need anything. They are the people who sell our business, and if they don’t feel valued we won’t be going anywhere!
At the end of the day I do find I need time to myself to switch off. Golf is my real release – it’s the best way to combine being sociable with focusing completely on something other than work. I also have a season ticket for Anfield.
One of the most valuable things that Drew has taught me is the importance of positive thinking. It is possible to be successful and happy at the same time and if you can’t enjoy your life to the fullest – and that includes work as well as play – then what’s it all about.
1980: St George’s Hotel, Llandudno. I learned the importance of understanding and listening to the customer.
1986: joined Northampton Moat House Hotel as conference and banqueting manager.
1988: promoted to food and beverage manager. Saw the business from every angle and learned thoroughly about several roles.
1988: at the end of the year appointed as deputy general manager to open Chester International Hotel. Opened the hotel in nine months with over 200 full-time staff and all the equipment necessary for full operation.
1990: move to Elstree Moat House Hotel.
1991: appointed as general manager of Bucanneer Bay, Barbados.
1992: returned to the UK as product manager for Caribbean Connection.
1995: appointed as MD, ITC. In five years turnover doubled in the Caribbean and we launched programmes to Africa, the Indian Ocean, Australia and New Zealand.
l Over fulfil people’s expectations of what you can deliver.
l Understand your customer and listen to what they need.
l Invest and believe in your staff if you want to get the best out of them.
l Insist on the best rather than accepting a compromise.
l Enjoy and live your life to the fullest – you only have one chance to make it.