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.

Outlines

00:00

📜 HR Insights from Jukes Hotel's HR Manager

In this segment, Mrs. Natalie Odell, the HR manager of Jukes hotel in London, discusses the importance of standing out on a resume and the additional activities and achievements that can set a candidate apart. She emphasizes the significance of correct contact details and the value of researching the hotel and its management before an interview. Natalie also highlights the importance of Swiss Hotel School graduates making good use of their education and reputation, as well as the personal qualities necessary for success in the hospitality industry, such as passion, commitment, and hard work.

05:01

🏆 Maintaining Excellence and Repeat Customer Strategies

This paragraph delves into the strategies of Jukes hotel for maintaining high service standards and the challenges of sustaining the quality that won them numerous international awards. Natalie explains the importance of recognizing and catering to the needs of repeat customers, ensuring they feel valued and well-attended to. She also discusses the role of senior management in leading by example and the emphasis on training and retraining staff to uphold service excellence. The summary of this paragraph also touches on the hotel's approach to maintaining their five-star status and the collective effort required from all staff members.

10:02

🌟 Differentiating Jukes Hotel and the Importance of Teamwork

In this segment, the conversation focuses on what sets Jukes hotel apart from other luxury hotels in London. Natalie attributes the hotel's success to its special team and the culture of employing passionate and service-oriented individuals. She stresses the importance of teamwork, communication, and the 'no job too small' mentality, where everyone is willing to assist regardless of their position. The summary also includes the hotel's philosophy of leading by example and the significance of personal pride in work for maintaining high standards.

15:03

🛠 Natalie Odell's Career Path and HR Processes

This paragraph outlines Mrs. Odell's personal career journey from her initial aspiration to become a receptionist, through various roles, to her current position as HR manager. She discusses the value of her diverse experience in understanding the challenges faced by hotel staff. Natalie also details the HR process at Jukes hotel, from recruitment and hiring to training and maintaining service excellence. The summary explains the importance of team fit, willingness, and ongoing development for all staff members, from housekeepers to managers.

Keywords

💡HR manager

An HR manager, or Human Resources manager, is a professional responsible for overseeing the administrative functions of human resources, including recruitment, training, and employee relations. In the video, Mrs. Natalie Odell, the HR manager of Jukes hotel, discusses various HR-related topics, emphasizing the importance of standing out and having the right personal qualities for success in the hospitality industry.

💡Professional grooming

Professional grooming refers to the practice of maintaining a neat and clean appearance that is suitable for a professional work environment. In the context of the video, it is highlighted as an important aspect that HR managers look for in potential candidates, as it reflects attention to detail and a commitment to presenting oneself well in a professional setting.

💡Resume

A resume is a document used by job applicants to present their skills, experience, and education. The video emphasizes the importance of including not only basic contact information and educational background but also unique achievements and extracurricular activities that set the candidate apart from others, which is a key aspect of HR screening.

💡Leadership

Leadership is the ability to guide, influence, and inspire others towards achieving goals. The video discusses the qualities of a leader, such as passion, determination, and the ability to go the extra mile, which are important for candidates in the hospitality industry, as these traits can translate into effective teamwork and organizational skills in the workplace.

💡Contact details

Contact details are the essential pieces of information, such as phone numbers and email addresses, that allow potential employers to reach out to candidates. The video stresses the importance of having accurate contact details on a resume, as incorrect information can reflect a lack of care and attention to detail, which is undesirable in the hospitality industry.

💡Research

Research, in the context of job applications, refers to the process of gathering information about a company or hotel before applying for a job or attending an interview. The video mentions that candidates should research the hotel's website, its star rating, and details about its management, as this knowledge can help them stand out and show a genuine interest in the position.

💡Hospitality

Hospitality refers to the act of receiving or entertaining guests with warmth and friendliness. The video's theme revolves around the importance of hospitality in the hotel industry, with Mrs. Odell discussing how to provide excellent service, maintain high standards, and create a welcoming environment for guests.

💡Repeat customers

Repeat customers are clients who return to a business multiple times, indicating satisfaction with the service or product. The video mentions that Jukes hotel has many repeat customers, some of whom have returned up to 400 times, highlighting the importance of recognizing and catering to the individual needs of these guests to ensure their continued patronage.

💡Training

Training in a professional context refers to the process of acquiring the necessary skills and knowledge to perform a job effectively. The video discusses the importance of ongoing training and development for hotel staff, including upselling techniques, customer service, and dealing with challenging guests, to maintain high service standards.

💡Awards

Awards are honors or prizes given in recognition of excellence. In the video, Jukes hotel has won several international awards, which sets a high standard for the hotel to maintain. These awards serve as motivation for the staff to continue providing exceptional service and striving for excellence.

💡Teamwork

Teamwork is the collaborative effort of a group to achieve a common goal or to complete a task in the most effective and efficient way. The video emphasizes the importance of teamwork in the hotel industry, with the concept of 'all doing luggage' illustrating the willingness of all staff to assist each other regardless of their specific job titles.

Highlights

Natalie Odell, HR manager of Jukes hotel, emphasizes the importance of standing out in resumes by showcasing achievements beyond academic qualifications.

HR managers look for candidates who demonstrate initiative, organizational skills, and leadership through extracurricular activities.

Correct contact details on resumes are crucial for initial candidate selection, reflecting attention to detail and professionalism.

Researching the hotel and its management before an interview can significantly impact a candidate's appeal and preparedness.

Swiss Hotel School graduates are held to high standards, expected to leverage their education and avoid common interview mistakes.

Passion for the hospitality industry is essential for success, with a commitment to hard work and providing excellent service.

Jukes hotel values repeat customers, with a focus on personalized service to maintain customer loyalty.

Leadership at Jukes hotel involves leading by example and maintaining high service standards through continuous improvement.

Training and retraining are key components of staff development, focusing on upselling, customer service, and handling challenging situations.

Jukes hotel's awards and accolades present a challenge to maintain high service standards and continuous excellence.

The HR process at Jukes includes a thorough recruitment process, with an emphasis on team fit and willingness to work.

Natalie Odell's diverse experience in the hospitality industry has informed her empathetic approach to HR management.

Teamwork and communication skills are highly valued at Jukes hotel, with a culture of collective responsibility and support.

Jukes hotel's hiring process includes a probationary period to ensure a good fit with the company culture and expectations.

Natalie's career path from receptionist to HR manager has equipped her with a deep understanding of various hotel roles and their demands.

The importance of pride in one's work and the role of management in fostering a culture of excellence at Jukes hotel.

Differentiating Jukes hotel through its special team, culture, and the hiring of passionate hospitality professionals.

Transcripts

[Music]

good day and welcome to HTMI Hospitality

TV today we have the pleasure of

speaking with Mrs Natalie Odell HR

manager of the five-star Boutique Hotel

Jukes hotel in London Natalie welcome to

HTMI thank you it's lovely to be here

it's great to have you uh the last time

we met was uh in London mhm just before

the Olympic Games and we had a great

opportunity to chat and you showed me

fantastic Hospitality at Jes hotel and

I'm very happy that you know finally we

managed uh that you could travel here to

Switzerland where we can show you in our

hotel School our f-star Hospitality it's

been fantastic thank you so much um

today I would like to talk to you about

two main topics um starting off with HR

related um aspects and later going into

leadership today you've spent a very

busy day um doing various seminars with

our students where you focused on

various HR topics uh the importance of

professional grooming uh professional

resumés interview questions and so on

and my first question um is regarding um

resumés of course you mentioned to all

the students you know the necessary

information is required contact details

your experience your education MH um

what would like to ask you is what other

important information do HR managers

look for on a

resume I always look for somebody that

stands out from the crowd what have they

done over and above what's expected of

them so yes and the students come here

and they study and they study very hard

and they obtain their degree but what

else have they obtained during their

time at the ihmi what else have they

done have they been a class Captain have

they got involved in a charity event

what have they have done over and above

what's expected of them to shine stand

out from the crowd and what is that

information say about a potential

candidate shows me that they want to go

the extra mile shows me that they've got

passion determination Drive perhaps

they're a leader um but it shows

somebody that really wants to go the

extra mile and that translates into the

workplace as showing initiative

organizational skills planning teamwork

and perhaps managing a team as well you

also mentioned the importance of correct

contact

details vital absolutely vital um if you

like me are receiving 30 40 CVS a day

you need to be able to get hold of

candidates that you'd quite like to

interview if the telephone number is

wrong that says to me lack of care and

attention to detail and that does not

translation of festar Hotel again with

email addresses I have had occasion

where the email address has been wrong

it's very irritating um and it's

frustrating it's a simple thing for the

applicant to get right and it's

essential that the applicant does get it

right right I I agree with that point

you know

100% you were also talking um regarding

finding out a lot of information about

the hotel before a potential candidate

comes for the job interview yeah what

specific information should a candidate

be looking for on a hotel I think go to

the hotels we website first off there's

lots of information on every Hotel

website so find out the basic facts and

figures how big is the hotel in terms of

room size how many restaurants does it

have what's its bar called what kind of

drinks do they serve what's the style of

the bar um what's the star rating is it

part of a chain is it an independent

Hotel um and find out a little bit about

the company and the individual Hotel

over and above that what's going to

impress if you start googling some of

the manager name names uh for example

our general manager at Jukes Hotel um if

you Google her name there are lots and

lots of hits on the internet about um

achievements that she's had in the

industry interviews she's done so if

somebody were to come to the hotel

interview and say I know that Dukes is a

five-star hotel I know it's got 90

bedrooms you're part of small luxury

hotels but what really interested me as

well was the fact that you're general

manager e duer she didn't into on

Surface and actually that really

appealed to me her service philosophy

that to me would be somebody standing

out from the crowd I mean last year

before I interviewed yourself and I also

had the privilege of interviewing debor

duger your Journal manager I did spent a

lot of time researching uh especially

going to your LinkedIn profiles you know

because I found even though we may not

be connected uh there is a ton of

information you know about previous

experience you've had you know and

finding out other information yes there

there really is there is so much on the

internet these days there really is no

excuse if you're not in the same country

and you don't have the benefit of being

able to visit the property you can do so

much research on the Instagram you said

something very interesting in the one of

the seminars today uh you said to them

you're the elite you are Swiss Hotel

school

graduates what how what advice would you

give a graduate to make use of that

great

opportunity absolutely I mean still in

the UK Swiss Hotel schools are seen as

the best they really are um but you know

the individuals that come out of that

hotel school can almost really make or

break the reputation of that particular

Hotel school so you can't afford to be

complacent you've reached a certain

level in your career of of achieving a

degree or a diploma or certificate at a

hotel management School in Switzerland

and that's fantastic but if you turn up

to the interview and make the mistakes

that other people make then then it puts

you um at a disadvantage actually

because I would expect somebody that has

the benefit of the education of a hotel

school like this to know how to present

themselves at interview to have listened

to their tutors and make sure they

arrive on time make sure they arrive um

properly dressed make sure they have the

research and the questions if they don't

it actually puts a big black mark

against their name because it says okay

I don't think that you're showing that

you care about applying for this job now

Jes are is a fstar boutique hotel and

you know there are many other brands out

there you have Jes you have the Mand

orientals the four seasons of The World

um you've worked for Four Seasons you've

worked for one

all of course students have great

educations whether in a Swiss hotel

management school or elsewhere they have

the necessary education the skills but

what else do they need to be successful

not just within the festar industry but

within the industry in general besides

you know the education and the

experience what are the the personal

qualities they may need you need to have

passion absolutely need to be passion

this isn't a 9 to-5 Monday to Friday job

um you need to be fully committed to

doing this job and have a love to do it

um it really needs to be part of your

DNA almost that you get a buzz out of

providing great service you get a buzz

out of teamwork you're prepared to work

hard and commit to your department to

the team to the hotel as a whole and

you're prepared to work really hard um

it's one of the few industries that

after years and years of study you can't

walk in and just be a general manager

you must get the work experience behind

you so a lot of hard work dedication

determination is required in this

industry now JX is a real five-star

Boutique Hotel um and you offer quality

guest service MH um what percentage of

your guests are repeat customers as

opposed to new customers we have an

awful lot repeat customers we're very

lucky um we have customers that have

returned up to 400 times which is really

amazing and we very much make sure that

we recognize our regular guests so

people that come back time and time

again we should know what kind of pillow

they need without them being asked we

should know if they're allergic to a

certain food type we should know if they

like a particular room without them

being asked um and that's something we

pride ourselves on in that we do

recognize our regular I guess we do make

sure that we cater to their every

individual need and that's actually what

keeps them coming back so how do you as

Senior Management in such an

establishment maintain all the time um

that quality levels of service that you

provide we make sure we Le by example um

from the management team everybody is

working towards that one goal that one

vision of being the best Boutique Hotel

in London that's what we want to be and

that's what we want to keep on being so

we we never accept less than 100% if

somebody perhaps their juke's pin is not

on straight they need to straighten it

if their shoes aren't polished they need

to polish them if they're not going and

above and providing the Fantastic

service why what's going wrong what can

we do to improve it we never settle the

second best we always try to be the best

so do you also put a lot of emphasis on

training and retraining the stuff

absolutely yes when people come in the

first thing they'll have is a Hotel

induction to get um them involved in the

hotel culture and in what we expect of

them um we our training plan this year

involves upselling um customer service

dealing with challenging guests all the

tips and tools to help staff to deal

with um the everyday situations from our

manager Viewpoint we're concentrating on

how do we get them to develop their team

how do we get them to recognize the

leaders of Tomorrow the people that need

future development how do we get them to

have effective communication with

members of their team so we're all

looking at the communication process

within the hotel as well now in 2012

juke's won many International Awards and

accolades You've Won Europe's leading

Boutique Hotel 2012 England's leading

Boutique Hotel 2012 the world's ultimate

service hospitality award uh 2012 and

the world's leading classic Boutique

Hotel mhm um congratulations first of

all thank you very much thank you um but

that must be a huge challenge to upkeep

these standards it really is it's

fantastic to win these Awards it really

is great but once you've set the bar

that high you've got to keep there and

that's often harder the reason that

we've achieved these Awards is because

our product is fantastic absolutely but

it's ultimately down to the service we

provide and the people that provide that

service um so it's all about looking

after the people that provide that

service and making sure they continue to

provide that service because any laps

will be noted by our guests correct and

I mean of course you want to win more

Awards you know again be the world's

leading Boutique Hotel 2013 and so on so

that must also be a big challenge for

management because a lot of the emphasis

of that service lies on the stuff yes it

really does um in 2012 um we won uh we

were awarded the 5aa red stars that's

the highest Accolade you can get for

stars in the UK so that's great now

we've got to work really hard at

maintaining it a manager can't do

everything we all rely on each other to

get the job done and managers have to

trust their team to get the job done um

so you're only really as good a manager

as when you're not there so are your

staff still still working to those high

standards are they still making sure

that every tea is crossed and every eye

is dotted that they never lapse in

service how do managers get their staff

to do that that's a lot of communication

that's a lot of training and that's a

lot lot of um trust and mutual respect

that the jobs will get done it's really

important that people take a pride in

their work um if the staff are taking a

pride in their work which I believe our

staff do they will make sure that

they're working to 100% all of the time

that's a very interesting point so how

do you think you differentiate yourself

from other fstar luxury hotels in London

I'm very bias towards Dukes London I

love Dukes London um but I do believe

we've got a very special team we've got

very special formula we've worked hard

over the years to build the teams to

make sure that we've got the right

people for us and our culture in the

hotel so we very much um employ people

who are very passionate about

Hospitality people that are natural

service people people that enjoy talking

to people that enjoy helping other

people and that are great teamw workers

I think without that the teams would

struggle um but we're very fortunate

through the recruitment process that we

got a great caliber of candidates coming

in for interview and that translates

into great teams something I found

really interesting that you you

mentioned over and over again in in all

the seminars you did today um based on

certain personal skills of candidates

was outstanding teamwork um outstanding

communication skills and so on yes

absolutely it's really really important

um teamwork is essential we all rely so

heavily on each other in hotels each

department is

interdependent so you need to have

people that are willing to help each

other we have a saying in Jukes that we

all do luggage and what that means is if

I'm walking through reception although

my job title is to work in HR if a guest

is struggling with luggage I go and help

there's never a culture of That's Not My

Job you'll have to go and ask the porter

absolutely not we all get involved we

all help I think that's great because

that's also creating this culture of

management by example you know if the

general manager or the HR manager can do

a check-in can carry luggage pick up a

piece of paper I think that's great

standards to also install in the staff

you know and to motivate them as well

absolutely and it's leading by example

um nobody is too Grand in the hotel if

they see a paperclip on the floor in the

wrong place or a piece of paper in the

wrong place to pick it up and and put it

away where it should be um we we all

very much involved in that can you tell

us a little bit about your career path

where you started up until you reach the

position of HR manager in such a world

leading Five Star Property absolutely be

happy to um I always wanted to be a

receptionist I never wanted to be

anything else I just wanted to be a

hotel receptionist so I worked through

um school doing my a levels um and gcss

part-time in coffee shops yacht clubs

the local pub just getting some weekend

and part-time work um I took a year out

before University and worked in a uh

London Hotel up the top of Regent Street

um and I was working as a food and

beverage waitress and I literally worked

breakfast lunch and dinner I actually

forgot I was supposed to be on split

shifts ended up working 18 hour days um

and then was quite shocked after about 3

months to see that I'd been paid all

this money that I didn't even remember

because I was working too hard and

because I was living off my tips it was

fantastic I went to University and uh

studied for four years and did an

industrial uh release placement in the

Shell Center at watero which was a great

experience for in-house catering um and

upon graduation got my dream of working

in a hotel in reception um absolutely

adored it and very quickly worked my way

up to reception manager for personal

reasons I decided to move to Dublin um

and I ended up moving to Dublin for four

years and it was at that stage that my

career kind of

Diversified um there wasn't a position

of reception manager in Dublin for me to

take it was either front house manager

or head receptionist and I didn't want

to take either of those so I managed to

get a great job as pH the general

manager of an opening hotel and through

that I kind of fell into HR um in that

when the HR manager finally joined the

hotel pre-opening he asked me if I would

like to develop my career in HR and I

I'd been very interested up until that

point and from there for the rest is

history really Four Seasons pre-opening

uh one of which six years um a year in a

City Center Dublin hotel as HR manager

and now at Jukes so as an HR Manager I

mean you you hire people you recruit

people you interview people looking back

on all that experience would you say

having worked in different areas um that

has actually helped you within your

current position in Human Resources very

much so I think I can very much

empathize what it feels like to be on

your feet for8 hours a day behind a

reception desk filled in calls from

other departments guests in house guest

external guests and guests coming up to

the front desk um and asking perhaps the

same question that you've heard 10 times

that day but you've got to pretend like

it's the first time you've heard that

that question and help the guest um I

appreciate what it feels like to do a

long shift in the restaurant to do a

breaker shift running around when your

feet ache so much at the end of the

shift um I appreciate what that feels

like and I think it makes me more

empathetic towards the

staff can you tell me a little bit about

the HR process from hiring training uh

maintaining surface Excellence from

housekeeper all the way up to manager

but for the hiring process we advertise

on our website and on job boards um and

then the recruitment process is really

first of all when the CVS are gathered

to look at what people have done in the

past what is their motivation why did

they want to work from the CVS then we

short list and then we interview and at

the interview stage it really is about

team fit and willingness and ability to

do the job if somebody's not willing to

work weekends or not willing to work

evenings then they can't be working in

the housekeeping department for example

so we need to really test if it's a

win-win situation if the relationship

will work then we choose the successful

person we always take references just to

make sure that the person has worked

where they said they have and achieve

what they've said they've achieved and

then from the recruitment stage um

there's the auor stage and then it would

be a three-month probation where it's a

getting to know you period where it's a

chance for the staff member to settle in

and settle into the culture and and the

ways of the hotel at the three Monon um

stage then the probationary review will

take place where employment is um either

um agreed or whether the extension is

made on the probation perhaps there's

more learning to be made or indeed on

very few occasions um that it may be

that we park company at that stage

because the relationship is not working

from there it's lots of training and

development that's just ongoing

throughout somebody's life in the hotel

um so whether it's health and safety

training um which obviously is a legal

requirement or whether it's cross

training which we're doing a lot of at

the moment where staff perhaps want to

develop into other areas of the hotel

they will spend a day or a couple of

hours a week in another department cross

training uh those have been some

wonderful insights and thoughts you know

into the HR

process