5-Star Luxury Hotel HR Manager on "Human Resources"

Summary

In this HTMI Hospitality TV interview, Natalie Odell, HR Manager of Jukes Hotel in London, shares insights into the HR and leadership aspects of the luxury hotel industry. She emphasizes the importance of standing out in resumes, having correct contact details, and researching the hotel before interviews. Odell discusses the significance of passion, commitment, and teamwork in hospitality, as well as the challenges of maintaining high service standards and the role of effective communication in staff motivation and management.

Takeaways

• 🌟 The importance of standing out on a resume by going beyond the expected, showcasing initiative, organizational skills, and leadership.
• 📞 The necessity of having correct contact details on a resume, as incorrect information can signal a lack of attention to detail.
• 🏨 The value of researching a hotel before a job interview, including understanding its size, services, and management to impress potential employers.
• 🔍 The benefit of using online resources like LinkedIn and Google to learn about a hotel and its staff, which can give candidates an advantage in interviews.
• 🎓 The significance of Swiss Hotel School graduates maintaining the reputation of their institution by excelling in interviews and work performance.
• 🔥 The need for passion in the hospitality industry, as it is not a standard 9-to-5 job and requires dedication and hard work.
• 🤝 The emphasis on teamwork and communication skills as essential qualities for success in the hospitality industry.
• 🏆 The challenge of maintaining high service standards after winning awards, which requires continuous effort from the entire staff.
• 🛠️ The focus on training and retraining staff to ensure they can provide top-notch service and deal with various guest situations effectively.
• 👥 The role of senior management in setting an example and maintaining service quality by leading with high standards and expectations.
• 📈 The strategy of differentiating a hotel through its team culture and hiring passionate and service-oriented individuals.

Q & A

What are the two main topics discussed in the interview with Mrs. Natalie Odell?

The two main topics discussed are Human Resources (HR) related aspects and leadership in the hospitality industry.

What does Mrs. Odell emphasize as important in a resume for HR managers to notice?

Mrs. Odell emphasizes that HR managers look for candidates who stand out from the crowd by doing more than what is expected of them, showing initiative, passion, and leadership.

Why is having correct contact information on a resume crucial according to Mrs. Odell?

Correct contact information is crucial because it shows attention to detail and care, which are important qualities in the hospitality industry. Incorrect information can lead to missed opportunities for interviews.

What advice does Mrs. Odell give to candidates about researching a hotel before a job interview?

She advises candidates to visit the hotel's website to understand its size, facilities, and style. Additionally, researching the hotel's management and general manager can provide insights that can help candidates stand out during interviews.

What does Mrs. Odell believe is the Swiss Hotel School's reputation in the UK?

Mrs. Odell believes that Swiss Hotel Schools are seen as the best in the UK, and the graduates from these schools can make or break the reputation of the school.

What personal qualities does Mrs. Odell think are necessary for success in the hospitality industry?

Mrs. Odell believes that passion, commitment, hard work, dedication, and determination are essential personal qualities for success in the hospitality industry.

What percentage of Jukes Hotel's guests are repeat customers, according to Mrs. Odell?

Mrs. Odell mentions that Jukes Hotel has a high percentage of repeat customers, with some returning up to 400 times.

How does Jukes Hotel maintain the quality of service for its repeat customers?

Jukes Hotel maintains service quality by recognizing and catering to the individual needs of its regular guests, ensuring they feel known and valued.

What is the importance of training and retraining staff at Jukes Hotel, as per Mrs. Odell?

Training and retraining are important to ensure staff are equipped with the necessary skills to provide excellent service, deal with challenging guests, and develop into future leaders.

How does Mrs. Odell describe the HR process from hiring to maintaining service excellence at Jukes Hotel?

The HR process involves advertising, recruitment, interviews, probation, and ongoing training and development. It focuses on team fit, willingness, and ability to perform the job, as well as continuous improvement.

What does Mrs. Odell believe differentiates Jukes Hotel from other five-star luxury hotels in London?

Mrs. Odell believes that the special team, the formula they've developed over the years, and the passion for hospitality among the staff are what differentiate Jukes Hotel from others.