Women to Watch and Advocates for Change in Hospitality, Travel & Leisure Index The 2020 Edition from WiHTL and The MBS Group Foreword

ver the last few years the highlighting the profiles of women hospitality, travel and leisure distinguished for their commercial and industry has made significant operational excellence, industry and social Oprogress towards the creation of diverse impact, achievements, resilience and and inclusive environments and taken commitment to the industry. The aim of the Index is to share their stories which will progressive steps in particular in terms undoubtedly inspire other women to join of gender representation at leadership and progress within the industry. level. The impact of the pandemic in 2020, which has seen the industry For the first time, we have also identified endure multiple lockdowns, extensive a group of Advocates for Change, men restructuring, furloughing, home working and women who are passionate about and subsequently a recession, has had promoting diversity and inclusion in the a disproportionate effect on women workplace and through their words and and people from ethnic minorities, actions create the momentum for cultural shift and tangible results across their severely interrupting or putting on hold respective organisation and the whole careers and slowing down or stopping hospitality, travel and leisure industry. altogether investment in future leaders. However, if we are able to harness the The Index is not exhaustive or definitive, benefits and mitigate the risks, this crisis and was compiled by soliciting might be the catalyst for more positive nominations from a variety of different gendered and ethnic change. The Index sources. All those featured in the Index highlights the broad and deep female have been interviewed by the MBS team and have been included on the basis of talent pool we have within our industry rigorous criteria. I am forever grateful and aims to inspire more women to to the team at The MBS Group for their pursue a career within the sector and unwavering commitment and dedication to reach the most senior levels within to highlighting the stories and showcasing their organisation. the varied careers of these formidable and talented people. I would like to thank The business imperative and competitive Elliott Goldstein, Sam Seigler and all at The advantage from realising women’s and all MBS Group for their insight and support. underrepresented groups’ potential across the industry remains strong and it is against this background that I am delighted to launch the 2020 Edition of the Women to Watch and Advocates for Change in Hospitality, Travel and Leisure Index.

This second edition of the Index has once Tea Colaianni again unearthed the rich and diverse Founder and Chair female talent we have across our industry, WiHTL Introduction

he MBS Group is once again Previous research from The MBS Group delighted to partner with WiHTL found that, despite significant progress to launch the Women to Watch over the last three years, only 31.2% of Tand Advocates for Change in Hospitality, senior leadership roles are filled by women Travel & Leisure Index for 2020. in HTL, and that a significant barrier to progression for women in the industry is a Following on from last year’s inaugural lack of visible role models. By highlighting Index, this publication aims to highlight these phenomenal individuals, it is my the depth and breadth of female talent hope that this Index will inspire ambitious in the sector – not profiling the ‘top’ women to pursue a career in the sector women, but instead demonstrating – whether that’s joining from outside that inspiring individuals can be found or continuing to progress within it. from all parts of the sector, across all disciplines and functions. This year, we have also included a selection of Advocates for Change: 2020 has been one of the most turbulent 10 men and women who are playing years the hospitality, travel and leisure a central role in moving the dial on sector has ever seen. Earlier this year, diversity in hospitality, travel and leisure. research from The MBS Group, WiHTL These leaders are committed to creating and PwC found that Covid-19 has had a a culture of inclusion and belonging, disproportionate impact on women and and are leveraging their senior positions those from ethnic minorities in the sector, to drive lasting positive change. and that diversity and inclusion strategies have slipped down the corporate agenda In what has otherwise been a challenging as leaders focus on business survival. year, it has been a privilege to hear Notably, strong female or ethnic minority the stories of the Women to Watch role models have exited, budgets to and Advocates for Change. Through achieve D&I goals have been slashed, every conversation, I’ve been struck by and initiatives to encourage diversity the optimism and passion that exists have been put on hold. in the sector.

With this in mind, it is now more important Finally, I would like to thank Tea Colaianni, than ever to highlight – and celebrate – the whose passion and commitment to diverse range of women demonstrating diversity is an inspiration to us all. Through excellence in their field in hospitality, travel WiHTL, she is pushing the sector forward and leisure. Over the course of the last few in a real and practical way. months, we have sought nominations from the sector, identifying women who stand out from their peer group and excel in any one of the following areas: leadership, commercial impact, entrepreneurialism Sam Seigler and innovation, making a wider Director, Hospitality, contribution to the sector or making Travel and Leisure a wider contribution to society at large. The MBS Group Women to Watch

Inspiring female role models from across the industry

Over the past few months, we have or their wider contribution to the sought nominations for distinguished sector or society at large. This index women from the hospitality, travel is not exhaustive, nor ranked in any and leisure sector. These women were way, but instead aims to demonstrate nominated and selected because the depth and breadth of female talent of their inspiring leadership, their that exists in the sector, across all commercial impact, their track record disciplines and functions. for entrepreneurialism and innovation Yusra Ali Beth Anderson Company WiHTL / Oxford Brookes University / Job Title Member of the Advisory Board / Final year student, Company Revolution Bars Group / Job Title People Director BSc. (Hons) in International Hospitality Management ost university I took grew up in Dubai, What do you find most boost disproportionately a job at Cameron’s where hospitality rewarding in your low ethnic minority Brewery to fund my is all around you. I degree? representation at senior Pmaster’s. I lectured at Hull QUICKFIRE leadership levels. My job Idecided to pursue it more Hospitality gives me a University on the side creative outlet. While other is to get the word out What book has influenced What’s the most academically through but loved hospitality so you the most? interesting thing you’ve academic disciplines give by contacting student a travel and tourism A much that after travelling seen or heard recently? you a fixed brief to work to, unions and Afro-Caribbean Sheryl Sandberg – Lean Level module, which societies. I applied as a manager In! This was really eye- Tough one, there’s interested me so much this industry gives me more at Revolution Bars Group. flexibility in the way I work. opening early in my career. loads, but the research that I won an award for What are the biggest I was only in operations Who is your role model published by MBS, PwC for 18 months, as my & WiHTL on Guarding my achievement. I’m What advice would you barriers to entry within this industry? against Unintended currently in my fourth give the next generation for ethnic minorities passion for helping people fulfill their potential soon Emma Woods – just Consequences: The year at the Oxford School of Hospitality Management, in hospitality? became clear. I supported many people through our because she’s mega! And of women entering Impact of Covid-19 on doing a BSc in international hospitality management. I internal leadership program, so when a position in HR Rob Pitcher, as I admire your sector? So often, diverse Gender and Race & Ethnic his genuine approach to had to do a placement within it, so my first experience When you interview for recruitment initiatives became available the HR director called me to say he’d Diversity in Hospitality, diversity. of the industry was a year spent at the Hilton Metropole a new company, ask what are nothing more than heard about the development I’d been doing across my Travel & Leisure was both London. As I rotated through food and beverage and they’re doing to promote marketing gimmicks region and he thought I would suit the ‘people space’. What qualities are insightful and thought front of house, I fell in love with the industry. When I people from diverse that don’t reach the Despite having no HR training, I took the plunge, the most valuable provoking. returned to university, one of my lecturers introduced backgrounds. If the answer people they’re meant beginning by managing our Trainee Assistant Manager in a leader? me to the work WiHTL is doing, and the minute class is nothing, know that the to be targeting. If more programme. I then progressed to HR Business Partner Integrity. companies sent members ended I ran away to sign up. I had previously struggled company’s not for you and for the South and later got the opportunity to do a of their teams out into you deserve better. national role as Talent Development Manager. When to see a clear path from intern to the next stage of my universities and schools career, so it’s been amazing to get stuck into initiatives to tell students from the People Director role became available, I leapt at that help young women and ethnic minorities progress. What are you doing to the opportunity. Because our CEO was relatively new diversify hospitality? ethnic minorities what On the side, I work as a bartender at Stonegate, where opportunities they have, to the business, he trusted me to act as the custodian I’m working on our Ethnic I love chatting to interesting people. It’s great to have I think change would of our existing values and culture, role modelling our Minorities Future Leaders access to both the corporate and operational sides of happen. ethos within the leadership team and ensuring a sense initiative, which aims to the industry, and which has given me the confidence to of belonging in every part of the business. question my managers on what they’re doing for ethnic minorities, and how I can help. If you weren’t in We need to hospitality, what would do more to you be doing? Probably helping people prevent people develop their capabilities QUICKFIRE from feeling through teaching. What book has no-nonsense but fair alienated or What have you done to influenced you the most? approach is inspiring. uncomfortable promote diversity within increase in female General How has Covid-19 Sapiens: A Brief History What’s the most your organisation? Managers across the changed your perspective of Humankind by Dr Yuval interesting thing you’ve We’ve started by business. on the industry? Noah Harari. seen or heard recently? What do you find most rewarding in your job? establishing a women’s It’s rebalanced what’s Who is your role model I used to enjoy a teaspoon book club and showcasing What are the biggest important in life: it’s Helping people overcome within this industry? of honey in my tea until flexible working patterns challenges facing women become more important hurdles to achieve things I would have to say the I was recently informed in both male and female in HTL? to reserve time for they never thought Front of House Director at that 1 teaspoon of honey senior leadership; we have In the late-night sector, the friends and family than possible. We pride Hilton London Metropole, is the lifework of 12 bees. held focus groups and ‘boys’ club’ mentality was to work at 100 miles an ourselves on our family Narel Vilisoni. Her ability That really put things into are establishing diversity very prevalent. We need to hour every day. We’re ethos, so when tough to balance creating a fun perspective when it comes champions in the business. do more to prevent people continuing to check in with to appreciating the natural times come those strong working environment For my CIPD I investigated from feeling alienated or our colleagues’ mental world around us. personal connections for the team with a the general manager uncomfortable. Strong health and healthy habits, shine through. diversity gap; consequently female role models are so and how we can facilitate we’ve implemented important to inspire and and support those as a several measures that encourage their female business moving forward have supported a 10% colleagues! in a non‑lockdown world. Libby Andrews Joanna Athanasiou Company Pho Restaurants / Job Title Marketing Director Company Hilton / Job Title Senior Director, Revenue Management Consolidated Centre Operations

worked in restaurants went to college at from the age of 14, 16 to study hotel and all the way through management, so my Imy PR degree at the QUICKFIRE Ilove for hospitality goes QUICKFIRE University of Florida. a long way back. I’m really What book has influenced What qualities are What book has inspirational leader who In the summer before you the most? the most valuable proud to say that my very influenced you the most? has the ability to connect my final year, I came first job was at Hilton The Life Changing Magic in a leader? What Got You Here with every Team Member, to the UK to do a six- of Not Giving a F*ck Passion, drive and – and I’m still happy to Won’t Get You There – at every level and make week internship at a by Sarah Knight. empathy. be here, 28 years later! by Marshall Goldsmith. them feel special. boutique PR agency in Who is your role model What’s the most There’s been so much This book was an eye What qualities are Shoreditch, which I saw within this industry? interesting thing you’ve variety in the experiences opener for me as it really the most valuable as an extended holiday – I was a Florida girl through Pho’s founders Stephen seen or heard recently? I’ve had that I’ve never wanted to leave. I started as the highlighted the fact in a leader? and through! Little did I know I would accept their job and Jules. They’ve built a That a woman has secretary to the chief engineer at the Hilton in Cyprus that continuous self- Being inclusive and giving offer after graduation and move across the Atlantic. hugely successful business become Vice President which helped get my foot in the door at a worldwide improvement is always everyone a voice, being Naïve and fearless, I told my boss I would love to from the ground up – with of the United States! hotel chain. I was then transferred to reservations, and needed, even when you authentic and winning the work on food-related brands, so she told me to go integrity – and I am really I spent the next 13 years in Cyprus doing a range of have already achieved a team’s trust, embracing certain level of success. out and find them myself, which I did. It was a really lucky to work so closely roles, culminating in Cluster Revenue Manager for the change and showing exciting time in the London restaurant scene, right at with them every day. two hotels on the island. The regional director then Who is your role model vulnerability. A true leader within this industry? the advent of social media and food blogs. Years later, told me I needed a bigger pond, so I moved my young will foster a culture where Our President & CEO everyone feels comfortable I moved to New York to do restaurant PR – a steep family back to the UK as a Revenue Manager for the the two cultures. Though How has Covid-19 Chris Nassetta – he is an to share their opinion. learning curve in terms of geographical and cultural it was a huge challenge, changed your perspective Hilton London Docklands. That was a lifechanging scale coming from the UK. After a bit of time back I’m grateful that I had that on the industry? experience – two years in, I got the chance to in the States I decided London was my home, and so lesson so early on. It’s made me realise how work alongside colleagues to create the Revenue What do you find most dividends – 70% of the I moved yet again to start in-house at Pho as Head much the general public Management Consolidated Centre (RMCC). RMCC is rewarding in your job? intake have been women! of Marketing. It’s been incredible to be part of the How have you seen the depend on restaurants based in our European Headquarters and has a remit I’m passionate about I operate an open-door monumental growth of what was just a ‘baby brand’ industry change on D&I in for their happiness, and for managing the revenue and pricing decisions for over nurturing talent amongst policy, so women in my your time in hospitality? when I joined. My role has evolved to director level, how many colleagues 300 hotels across Europe. I held a number of positions my team. I love engaging team know they can come to me and I’ll share heading up all communications for our 30 restaurants At my first industry awards have their livelihoods since starting the centre, before being promoted to with every person to find here. It makes me proud my own experiences to across the country. events seven years ago, Senior Director and taking the lead of the centre in ways to support their 98% of the speakers and that so many people have development. It’s fostering help them map out their 2018. I’ve watched RMCC grow from 5 to 300 hotels, panelists were men. Now, chosen hospitality as their those personal connections own journeys. so it’s like my baby! Every year that What advice would you every year that goes by career path, and I hope that gets me out of bed in give the next generation I see more women in we can continue to offer the morning. What career advice goes by I see of women entering senior positions having one of the best restaurant would you give your your sector? a voice and showing the scenes in the world. What advice would you younger self? more women in Speak up, be relentless, rest of us the way. give the next generation I wish I’d taken more time senior positions and be prepared to go of women entering to look back – in such a above and beyond. your sector? fast-paced environment it’s having a voice You don’t have to be hard to carve out the time, and showing If you weren’t in ‘tough’ to prove your but I’ve learnt recently hospitality, what would worth – believe in yourself about the power of pause the rest of us you be doing? and demonstrate care and and how reflecting on wins Something in fitness, compassion for whatever and losses helps you learn. the way skincare or nutrition. you’re doing. What do you find most A true leader What challenge have How are you encouraging rewarding in your job? you learned the most more women into the will foster a Sharing our love of from in your career? sector? Vietnamese food with culture where Moving to a foreign I’ve created the first customers, and watching country to start my very first revenue management everyone feels them enjoy it in our busy corporate job. Because I graduate programme restaurants, never gets old. was in consumer marketing, for EMEA at Hilton in comfortable I had to understand early an attempt to tap into a to share their on the differences between new pool and it has paid opinion Suzanne Baker Nina Bell Company Stonegate Pub Company / Job Title Commercial Director Company Avis Budget Group / Job Title Managing Director – Northern Europe

Wetherspoon, which I’d started my career in never heard of at the accountancy, but very time – I started the day quickly I realised that it QUICKFIRE Iwas the forward-looking, we opened our thirtieth decision-making part of pub, and we had 630 What book has influenced and has fun. People under our belt by the you the most? work for people. finance which appealed most. I moved to Hyundai time I left! It was an Becoming by Michelle What’s the most amazing time to work on Obama. interesting thing you’ve where my role involved negotiating agreements the strategy of a growing Who is your role model seen or heard recently? company. My biggest within this industry? I loved hearing about with Avis, which led to me jumping ship and ’ve always been in achievement there was Ian Payne MBE. the dog who received the animal equivalent covering a variety of roles within finance there. Later, being appointed to What qualities are love with tourism and of a Victoria Cross. I moved into strategy and joined Travelport before the executive board at the most valuable hospitality, ever since rejoining Avis under the previous global CEO. It was a Imy mother encouraged age 33, when I’d just in a leader? risky move to jump back in, but after a merger with the me to take up a had my first son. I knew, Open, honest, someone however, that if I didn’t who demonstrates passion North American business I felt I still had more to offer to Saturday job cleaning the company. Car rental is a lot more complicated than make a change I would hotel bedrooms. It’s an it seems at first glance, and it’s solving the complex never leave, so I joined environment I loved – What advice would you I pledged, however, to equation of flexible supply, demand and pricing what was Laurel Pub while I was at college give the next generation never miss a sports day or that keeps me engaged. Promotion into my current Company as commercial studying a BTEC in hotel of women entering a nativity, and now I implore Managing Director role was a huge change in my career director. My role involves management, I worked your sector? my team – both men given my finance and strategy background, but it is one logistics, procurement, on a reception in Whitby No two ways about it, and women – to promise that I have loved. My team is fantastic, and I really enjoy the same! What advice would you being had anywhere. Now, and did silver service near PR, licensing, property you have to work hard! recruiting and promoting to enhance our strengths, give the next generation it’s much more mainstream, Hull. After college, I did and food development, You’ve got to be strict What have you done to further improve diversity and plug any gaps in our of women entering and I feel very lucky to another qualification while which is where I started in your organisation and promote diversity within collective skill set. The challenge of navigating four your sector? be at a company with a working at a Berni Inn, off, so I love the breadth it determined to achieve culturally different teams and markets – the UK, Norway, your organisation? Make sure you understand negative gender pay gap. and was invited to join offers. Outside Stonegate, your end goals. Sweden and Denmark – is fantastic. the Grand Metropolitan I sit on the UKHospitality Two years ago, I couldn’t how the supply chain fits understand why we didn’t together – my background What have you done to graduate scheme when Council Board. What career advice have an internal mentoring in car distribution helped promote diversity within I finished. It was a very would you give your programme, so I consulted me enormously to your organisation? good starting point, What do you find most younger self? with our HR department to understand the numbers. I used to lead a Women spending seven years rewarding in your job? QUICKFIRE Sometimes I look back create our own initiative. Pick a part of the sector in Leadership programme doing roles across Seeing people have and wish I had spent more you like and jump in with where we hosted webinars I’ve been mentoring a What book has awareness. Much more operations, procurement a fantastic time in our time with my children when fantastic general manager influenced you the most? recently I learnt a great both feet – you’ll learn as to showcase inspirational and marketing. I was venues gives me an they were small – working to boost her confidence to you go. female leaders in the UK Miracle in the Andes deal from watching approached to join JD unbeatable buzz. wasn’t as flexible back then. step up to that next stage. and abroad. Now, as a by Nando Parrado, one Matt Dyer. If you weren’t in travel, female MD, I’ve been able of the rugby team who What’s the most what would you be to build up my senior team What do you hope your led the rescue efforts interesting thing you’ve company looks like in when their plane crashed seen or heard recently? doing? with diversity in mind. 5 years’ time? in the Andes in 1972. I’ve been in the industry I was truly inspired to hear What challenge have In March, we had just Who is your role model Cori Bush’s acceptance a long time, and because you learnt the most completed the biggest pub within this industry? speech as the first African I can’t imagine being anywhere else I’m focusing from in your career? merger in UK history. We Ken Lee taught me so American woman, nurse on giving back through my were just starting on the much about advertising and single mother to During the pandemic I’ve journey to take Stonegate and building brand represent Missouri in chairwoman and charity had to make decisions to another level, with 4,500 Congress. trustee roles. I had never anticipated sites nationwide, so it was having to make. From bitterly disappointing to How have you seen the furloughing staff overnight close them all. I hope in industry change on D&I to temporarily closing five years we will see the in your time in HTL? stores, I’ve had a crash investment we need and When I first started, those course in how to react to our big plans coming conversations weren’t your environment quickly. to fruition. Ella Bennett Sam Bourke Company easyJet / Job Title Group People Director Company ETM / Job Title Director of Sales and Marketing

What advice would you have spent over 20 give the next generation years in retail and of women entering hospitality marketing your sector? QUICKFIRE Imuch of it focused Make sure you cultivate on loyalty and digital variety of experiences in What book has influenced It’s also important to have you the most? a team of diverse leaders, transformation. I am as many areas as possible: currently a board director even if progression feels Michelle Obama’s with diverse qualities, strengths and experiences. at ETM, a private slow, it will be useful later Becoming. It was both company with an eclectic on. I’d also encourage humbling and inspiring. What’s the most anyone to build mentor Who is your role model interesting thing you’ve collection of premium seen or heard recently? pubs and restaurants started my career at the relationships; I had within this industry? Something one of our across London. As an enterprising company, my remit mental health charity different people to turn I find our female pilots to at different times for pilots shared during UK regularly extends beyond marketing and sales which Mind. I wanted to incredibly inspiring, different reasons, and it’s because of the support so Black History Month on I love. I am also a non-exec director at Wireless Social, Iexplore the private sector, so helpful to have the right many of them have given the importance of allyship: so I get to be at the forefront of digital innovation in so after that I spent 15 person to turn to when you to encouraging the next “Good allyship is a choice. our industry. Previously, I was a board director of The Good allyship is not years at Fujitsu. This was need them. generation of women and Restaurant Group where I focused on establishing a transformative time girls to pursue a career convenient. Good allyship is using your privilege to their digital landscape. I was at global data company in IT when everything What challenge have in aviation. do good. By educating Aimia where I worked closely with partners such you learned the most What qualities are shifted towards digital, yourself on cultures, as Sainsbury’s, BP, eBay; and before that Lendlease from in your career? the most valuable which stood me in good experiences, stories and UK, where I led the marketing for shopping QUICKFIRE in a leader? stead for years to come. I If you can accept the history of people outside destination, Bluewater. consciously made a move uncertain, you can lead For me, being a good of your own social circle, Who is your role model What’s the most listener is incredibly into customer-facing HR, others through it. I turned you become a better ally.“ What do you find most within this industry? interesting thing you’ve important for a leader. If you weren’t in so I joined Home Retail to a mentor who gave me rewarding in your job? hospitality, what Debbie Hewitt is a super seen or heard recently? Group and did fascinating this advice during the sale would you be doing? role model and astute There’s finally a vaccine! of Homebase. That stuck I enjoy the variety; no two work through its What have you done to of our customers and the leader. and, how about the with me and has never days are the same. We Potentially health and acquisition by Sainsbury’s. promote diversity within communities in which we could be opening new fitness! I am a great What qualities are turkey dilemma? With been more relevant than people limiting Christmas Although working in your organisation? operate. Not only does this venues, pitching for a believer in the importance the most valuable for the world we have gatherings this year, turkey make good business sense, new concept, launching of good nutrition and in a leader? the HR space revolves been working in over At easyJet we strongly farmers are in a spot of it is the right thing to do. A leader who is both around people leadership the last few months. believe that our people a new app, developing fitness. We underestimate bother as they’ve grown should reflect the diversity brilliant menus or working the increased productivity inspiring and empathetic. in every industry, I love Improving the gender the turkeys to meet usual organisations which on company values. I love and happiness that can demand and now they balance in the pilot being part of a people derive from eating well treasure the relationship are too big! community has been a driven business where and working out regularly. between the customer real focus and we believe everyone from front and the teams at their that no other airline has of house to the support What attracted you How are you encouraging How do you advocate heart. Now, I lead the been doing more on this office works in harmony. to work in HTL? more women into the for women within your people team at easyJet, issue. Our Amy Johnson I felt I could add value sector? organisation? where it is a privilege to Initiative has delivered What advice would you a whole programme of – I love meeting guests I request a balanced list It is proven that diversity lead the teams whose give the next generation and understanding their of candidates when I’m of opinion is backed up phenomenal service activities from sponsoring of women entering the Girlguiding Aviation behaviour to predict recruiting – there should by commercial return. As sets us apart as a low- your sector? Badge to working with the next trends. HTL is a be a neutral playing a commercial marketer, cost carrier. Every day is training partners to offer Go for it! It is a fantastic sector which needs agility field and a platform that I always ensure our teams different, ranging from scholarships, which have industry. Work hard, be well to constantly innovate, ensures promotion and are balanced to ensure recruitment to long term successfully driven a rise informed and confident challenge and change opportunity is always all types of guests are people strategy, but in women applying to fly in the importance of your to exceed consumers’ based on merit. I aim to be represented. I create nothing is more important for easyJet, and we have role. Find meaningful ways expectations. a positive role model for opportunity and ensure to understanding your more than doubled the to communicate the value women in the sector and the women and men in you add, don’t be afraid to I accept opportunities to my team have a platform people than spending number of female pilots flying for us since 2015. challenge or promote what speak and share stories so to grow. Several of my time with frontline teams. you believe in. younger women can see direct reports have gone that marketing, especially on to leadership roles after within hospitality, is an I have given them that exhilarating space to work. opportunity. Yasmine Bratt Sarah Brookes Company Deliveroo / Job Title VP Pricing and Loyalty Company Formula E Holdings / Job Title Chief People Officer

I lead loyalty and pricing the customer, which globally, which entails sparked a passion in me. driving frequency and There’s nowhere to hide retention while providing QUICKFIRE in hospitality and leisure, QUICKFIRE customers great value which forces you to zone What book has What qualities are What book has influenced And understanding the for money. It’s the most influenced you the most? the most valuable in on the commercial. you the most? amplified impact you have exciting job I’ve ever After returning to retail Professionally: What in a leader? I don’t have one single when you are a leader – had – the industry is new Got You Here Won’t Get Humility. Being able I went back into global book. Each one I have use it responsibly. and growing and, as a You There by Marshall to both recognise and expansion at Merlin, read, has added another What’s the most result, fast evolving and Goldsmith. Well worth acknowledge ones’ quickly developing a layer to my knowledge interesting thing you’ve complex. So it ticks all a read. mistakes helps to broader understanding or depth to my view seen or heard recently? hough I grew up ’m one of the rare my boxes. Who is your role model build trust. of HR. My heart lives and understanding of It has to be my very first in Morocco, my within this industry? What’s the most people who started off in hospitality: though the world. I love plays. race with Formula E in mother’s family is in HR, right from my Anything from Tennessee What do you find most I don’t have specific role interesting thing you’ve Formula E is a sporting Berlin. Not only was it the Tfrom Canada, so travel Iundergraduate degree. Williams through to rewarding in your job? models. Instead I try to seen or heard recently? first time I had seen a FE business, we’re ultimately Shakespeare. And I am has always been a central learn from all people That the progress on I tried out telecoms and car ‘whiz’ around the track I love feeling that I am driven by putting on always intrigued by writing part of my life. At school around me (my managers, Covid vaccines looks duty free, ending up at (they are very fast!), but playing an active role in incredible events for that explores behaviour my peers, my team more promising than we we also were able to finish I discovered an interest making change, both at an engineering-heavy our spectators. and performance – Black members, my friends)- could have expected! our Season during the in maths and science, so Deliveroo and more broadly. transport business with 28 Box Thinking, Matthew I pick things they do well/ This should clear the path pandemic. Remarkable I did a civil engineering In such a young industry women to 760 men! My What do you find most Syed and Time to Think, that I admire about them, for our industry to return feat by all those involved degree before going to we’re discovering as we first management position rewarding in your job? Nancy Klein are big and try to emulate. to where we can give our keeping all safe and graduate school to study go, so by virtue of being was at Hammerson Driving the cultural agenda. favourites. well and delivering a market leader everything customers the experiences operations research and they are looking for. shopping centres, where I’m passionate about brand What qualities are a super finale. transportation. In one of we do has impact. I spent an insightful few values, whether that be the most valuable my modules an airline years partnering with local through a customer lens in a leader? What advice would you If you weren’t in What are the biggest simulation game cropped authorities to get people or a diversity and inclusion The ability to listen and give the next generation hospitality, what challenges facing women up, which prompted into retail employment. one. It’s important to hear. Humility. Care. of women entering would you be doing? in HTL? me to enable creativity me to begin a career in Once I jumped into your sector? I’d be a maths teacher It’s not limited to our and have fun. airline consulting. While hospitality at De Vere, Dare more: dare to say what perhaps – sometimes sector, but very often, well- a place in heaven for I made a few detours you think; dare to ask for there’s something extremely meaning men and women however, that was it: it What advice would you women who help other Have absolute along the way (an MBA what you want; dare to take appealing about a clear-cut (!) make assumptions got into my blood. As give the next generation women in business, and courage in your followed by a few years of on more challenges. Think right answer! about how adequate tough as it was, I reflect of women entering Ginger Rogers’ quotation management consulting through every problem and recent mothers are for on my time in hotels with your sector? that she did the same convictions – at BCG), I have largely dare to give your opinion. How are you encouraging the demands of their old nothing but passion and Believe in yourself and as Fred but backwards if you can’t, you remained in the travel and If you don’t have much the next generation into jobs, or whether they even fondness. That was first stay objective. I have and in high heels. hospitality sector, working experience you can still add the sector? want to return to that role. experience of seeing two mantras which speak need to rethink at Hotels.com/Expedia for a lot of value by being a I think more in terms of That mindset can result in the instant impact on volumes to me: there’s What have you done to promote diversity within a number of years, and problem solver, by applying women and technology. these women being held What advice would you your organisation? now at Deliveroo. Here, a fresh pair of eyes. I’ve volunteered at a standstill to ‘protect’ give to your younger self? with underprivileged them, even if they would We’re a business built You can’t please everyone, schoolchildren on and off embrace the challenge. on environmental and so take a step back and since university, and now social sustainability. Four make sure you are doing I’m a business advisor at women sit on our executive the ‘right thing’. Allow the London Enterprise committee, and we’re thinking space to yourself Advisor Network. I partner Dare more: all about encouraging and others and let great with a local school to dare to say what minority groups into the thinking come out the help them develop their racing industry whether woodwork. Have absolute careers program, educating you think; dare on track or as part of the courage in your convictions students about their career many people that work – if you can’t, you need options and putting them to ask for what in Formula E, through to rethink. Work hard in touch with potential you want; dare our Positive Futures and work smart. employers and employees. programme. to take on more challenges Janet Broomfield Dawn Browne Company Corinthia Hotels / Job Title Director of Global Sales UK & Ireland – Meetings & Incentives Company Fuller Smith & Turner / Job Title Director – People & Talent

years at Marriott as an did a degree in account director. My next management and food role in the industry was – little did I know how at Mövenpick Hotels & Ifitting that would be! QUICKFIRE Resorts, again in a global Straight out of university What book has influenced What’s the most sales capacity, before I joined British Airways, you the most? interesting thing you’ve my journey came full doing seven different Grit by Angela Duckworth. seen or heard recently? circle and I returned to jobs over nine years. The This book sets out to prove I love quotes and here is Rocco Forte. This time, I responsibility of having to that people aren’t born one I saw recently: “If you progressed to Director of jump on a plane to handle with talent but if you find want to move fast go alone, Global Sales, Conference a crisis on a moment’s something you love and but if you want to go far go moved to the UK and Incentive, leaving notice was huge for me. When I transitioned from work really hard at it you can in company.” from Ireland to for Corinthia in 2015. outcome for both sides. now knows they need to running projects to leading teams, I discovered that do anything. You can see study hospitality at why that would inspire me. I’ve been the Director I feel so lucky to say that become more diverse, people are what make me tick. I move to set up a new Iuniversity, which led to a of Global sales here for I adore every aspect! and especially in the global crew base for Qantas and then made the jump out of management traineeship the last five years and world of hotels, diversity airlines to Compass Group as head of learning and What do you find most What do you hope the at Forte hotels where I have loved every minute What advice would you should be the norm. Now, development. I’d never worked in an HR team before, rewarding in your job? HTL sector will look like rotated through every at Corinthia, we celebrate – every hotel is different, give the next generation so it was a true baptism of fire! A career-long fan of Contributing to our special in 5 years’ time? department. I absolutely different holidays and and building relationships of women entering consumer-facing industries, I took a similar position culture and making a I hope it will pass the ‘mum events so that every loved the people-facing your sector? difference to other people’s and dad test’. There are with clients is so fulfilling. person feels recognised. at Fuller’s before branching back into operations to aspect of customer Every day is a different Don’t be afraid to feel run our city division. I took on my current role last year, lives. When someone not many industries where service, so it was in sales uncomfortable, and don’t in one of our pubs tells you can run a million- challenge, and over time How do you deal with and though it’s been nothing like I thought it would that I set my sights for doubt your abilities. me they enjoy working at pound business in your I’ve learnt that diplomacy challenges in your job? be, I’ve had a unique opportunity to make my mark progression. I moved is key – I work on behalf No one can be great on the people team. Fuller’s, it makes my day. twenties and learn to be at everything, but set It’s important to always from Leeds to London of both the client and I am also fortunate enough a leader, a marketeer and with Jumeirah Hotels goals based on your own look on the bright side! to lead an amazing team accountant. I hope in future the hotel so it’s my job Positivity increases our in my first global sales unique strengths. If you’re and I love supporting and more people will see that to achieve a win-win ability to think creatively, position, then spent five emotionally intelligent, challenging them to grow hospitality is a great place you’ll have ample so we need to take stock their own careers. for a career. opportunity to grow in this of our successes in this fantastic, friendly industry! ever-changing industry to What advice would you What have you done to stay at the top of our game. give the next generation promote diversity within QUICKFIRE How are you encouraging of women entering your organisation? more women into the your sector? It’s been hard to shake What book has influenced This book teaches sector? I try to advocate Nothing comes on a plate, the perception that as you the most? forgiveness brings more There’s no way around but if you find something a family-run, heritage peace then revenge. for the industry Unbroken, a World the fact that, as it stands, you love and work really organization, diversity is War Two story about Forgiveness is the greatest of mental strengths and the 75% of the industry is to young women, hard at it you will be not a priority for us. That survival, resilience, and female but only 20% successful. And don’t couldn’t be further from the redemption. A true story, strength of the human race. take up senior positions. reassuring forget to have fun on the truth. One of our values is Louie Zamperini survives a What qualities are I try to advocate for the way. A career isn’t all about celebrating individuality. plane crash in the pacific the most valuable them that if industry to young women, climbing the ladder – the For me, it’s about having and spends 47 days on a in a leader? reassuring them that if they have the joy is in the journey and it the conversations at every raft and then survives 2.5 In my career I have years as a prisoner of war they have the confidence, doesn’t have to be linear. level: whether that’s senior been very lucky and had they can overcome the confidence, they women discussing taboo in three brutal Japanese some excellent mentors. current challenges and If you weren’t in subjects like menopause, camps. He experienced Honesty, a clear vision, can overcome have a fantastic career hospitality, what would or a pub manager giving brutal treatment and after integrity, communication progression. the current many years living with the & empathy are key qualities you be doing? a radio interview about his nightmare he went back of a leader. challenges Something that fulfils experiences of diversity in to Japan to forgive all who How have you seen the pubs. There’s always more Leadership is about the three things I look wronged him and make industry change on D&I to do, but we are making inspiring people to do and have a for in any role – learning, peace with many of his in your time in HTL? good progress. things they never thought impact and fun. former tormentors. fantastic career they could. It’s taken huge strides forwards. Every company progression Rachel Bulford Lisa Burger Company Gatwick Airport / Job Title Director of Retail Company Haven / Job Title Operations Director

rowing up in What do you find most We had to deal with an y dad was a London, I relished rewarding in your job? unfolding situation with pilot, and so being around all Seeing positive change, relatively few reference growing up I Gtypes of people from whether in my teams, points. It’s been a formative Maspired to be part of that an early age. I studied consumer behaviour, or experience if there ever world. I made sure I did was one. theology and religious our physical spaces. Our work experience at an studies, but it was world is ever evolving and airport before my GCSEs What have you done to the cut and thrust of adapting to what matters and when I left school, to people is very satisfying. promote diversity within working in industry that your organisation? I got a place on a youth appealed. The M&S What advice would you I’m an everywoman training scheme at Luton graduate scheme stood give the next generation ambassador, an airport. I was young, out as I could work with people in stores early on. I of women entering organisation showcasing keen and with nothing to lose and whilst there I met was launched into Oxford Street right in the Christmas your sector? senior female role models easyJet founder Stelios Haji-Ioannou. Through that rush. I learnt a huge amount about personal resilience It’s a vibrant sector which across industries, and I was meeting I was given the opportunity to be part of his over my five years there, especially through helping values achievement, so privileged to be a judge innovative start-up project and I found myself checking expansion into Eastern Europe, South Korea and India. for last year’s Women in in passengers onto easyJet’s first flight in 1995! I spent make sure you’re delivering operating our business. It was a fantastic training ground. I wanted to explore what you set out to. Retail awards. I’m always 11 fantastic years there, helping to launch the airline When you take reflecting on what more We’ll come through retail further, so I joined Burberry to gain perspective Although gender diversity and lead the operations across Europe. It was amazing time out, have in a stronger position in the luxury market. I left to formalise my knowledge may peter out at the top, I can do. It’s often said to be of a time that shaped what many of us consider that “all eyes are on you” to recover, because of through an MBA. I wanted to learn more about strategic don’t let that hold you back commercial air travel to be. the confidence when you’re a leader. I’m everything from our new decision making so after my MBA I joined strategy – it doesn’t mean there isn’t digital propositions to a place for you. conscious I can influence As part of my ongoing development, in 2007 I resumed that you won’t consultancy OC&C. Working in consulting was fantastic the diversity agenda a new pool of customers but it didn’t quite satisfy my hankering to implement studying, taking part in a programme at Ashridge. be left behind interested in holidaying What challenge have through every interaction real change, so I went to Homebase to experience the As part of my learning I was asked to read a Starbucks in the UK. you learned the most I have. case study. I became so inspired by their culture that What do you find most challenges of leading through a transformation. Most from in your career? recently, I moved to Gatwick where I’m responsible What attracted you I decided I wanted to be a part of it and I joined the rewarding in your job? What career advice The pandemic ripped the to work in travel? business. As Operations Director in London I looked I love being in a position would you give your for retail and hospitality within the airport. rug out from underneath us after a huge and growing market. I spent five years in where I can give people younger self? in a matter of days, leaving I love working for an that global, iconic brand. It was a great experience, the opportunities Stay authentic as a leader, a sustained period of airport. It’s fascinating but I missed travel, and in 2011 I got to pursue my and platforms to do and use your hard work, challenges in its wake. Hour to be in such a diverse great things. focus and determination by hour new information hubbub of activity, from passion, rejoining easyJet to bring the customer back QUICKFIRE airfield operations to to the heart of the business, in my role as Head of to achieve what you set would trickle through. out to. You have to have luxury shopping. Customer. Following that I joined the board of Addison What advice would you gutsy confidence – if I What book has influenced De Waal explains that Lee as COO, this time in my career provided a steep give the next generation you the most? the chimpanzees who of women entering had stopped and thought learning curve, my first Board appointment in ground Predictably Irrational by become alpha males are your sector? about every decision I had not necessarily those transportation in a hugely competitive environment. to make, I’d have scared Dan Ariely. You need resilience to deal who are the biggest or Most recently, I’m delighted to have joined Haven, a myself to death! The book is really with change. When you strongest. Instead the brand whose culture and product really resonate with fascinating and an amazing leaders show generosity take time out, have the insight into decision me. Being back in the world of making memories for How are you encouraging and empathy and form confidence that you won’t making and how humans families is where I feel at my best. more women into the successful coalitions be left behind. aren’t necessarily making sector? with other influential the rational choices we members of the group. If you weren’t in travel I spend time setting up think we are. Our society often frames and leisure, what networks to demystify What’s the most leadership as dominant would you be doing? which roles are available in QUICKFIRE travel. Nothing is given but interesting thing you’ve power, but the social I would have loved to have seen or heard recently? behaviour of our close if women put their hats in What book has influenced What qualities are been on stage! I recently came across genetic relatives shows the ring, there is a pathway you the most? the most valuable to success. We have Frans de Waal’s TED us that even in an alpha How has Covid-19 Taming Tigers by in a leader? incredible role models in Talk about leadership in male society, leadership changed your perspective is much more nuanced. Jim Lawless. Trust, respect, confidence, this sector who are proof chimpanzee communities. on the industry? Who is your role model empathy, measured. you can be exceptional within this industry? It’s given us the kick to leaders, mothers, wives create a more robust, easy, Dame Carolyn McCall. and humans all at the safe and secure way of same time. Jas Burston Sabiha Chohan Company Domino’s / Job Title Head of Finance Company Costa Coffee / Job Title Digital Propositions Manager

eventually TUI. I did the studied History at What do you find most movement accelerated lion’s share of my career SOAS and then rewarding in your job? Costa’s diversity work, at TUI between a number for a master’s in I love seeing posters of which is when I helped launch our cultural and of roles, and though IInternational Business our propositions when I’m the travel industry is at Durham. I was always out and about, thinking diversity network ‘Belong’ as Co-Chair. In the last challenging and extremely interested in technology, about the incredible people behind it and the three months, we’ve done volatile it ultimately so I took a graduate everything from listening provides people with that scheme at Virgin store teams who make it possible. sessions, talking about breath of fresh air and Media Business before unconscious bias and feel good factor. Most moving over to BT as What advice would you interviewing store teams recently at Domino’s, Propositions Manager. give the next generation for our Black History started off on a I’ve transitioned back to It was completely different to traditional telecoms, Month podcast. completely different of women entering what pulled me into the with an almost start-up culture, focusing on projects like your sector? track teaching What career advice sector – roles that revolve drones and transforming old phonebooths. As I itched Be bold, resilient and don’t Isecondary school maths! would you give your around food and fun! It’s for a more senior role, however, I wanted to pursue my let outdated institutions tell I loved the interaction younger self? an amazing brand and I’m passion around food and FMCG, so I was lucky to find you what success looks like. and the difference so proud to help provide my current position which combines the digital side of Always wear your consumer teaching can make, but a product that my friends delivery with the product side of cafes. I run our delivery If you weren’t in hat. If you can think of five after a couple of years I and family share as a channel with Uber Eats, which is live in 650+ stores now hospitality, what would positives for the consumer transitioned into financial What advice would What do you hope the and use data to shape your reference point. We’re a you give to the next HTL sector will look like after a huge push over summer. The pace of digital you be doing? services. Within a couple propositions, you’ll never business that embraces generation of women in 5 years’ time? really energises me, using data to ensure propositions I love fitness and train some of years, however, I go far wrong. digital transformation, entering your sector? I hope we see diversity of are relevant and speak to the consumer. of my friends, so I’d be a realised I wanted to work personal trainer, working which is fascinating – now, You have to accept what all types, and not just as What attracted you with a product I could with clients to help them over 90% of our sales are comes, so meet each a statistic or KPI. As the to work in HTL? touch, feel and have an online! challenge with courage and mother of two mixed-race reach their goals. affinity with. I moved into How relevant we are to give the best you can. daughters, I’m passionate people’s lives – we have the Orange Retail at a really What do you find most about what happens after QUICKFIRE What have you done to power to make someone’s exciting time, back when promote diversity within rewarding in your job? If you weren’t in those diverse candidates day. I see comments all What book has influenced What qualities are your organisation? picture phones were Innovation, creativity and hospitality, what would are onboarded; how the time from people who you the most? the most valuable I signed up before I even first being invented! My activity are cutting edge in you be doing? they are included in the are shielding, who order a in a leader? started the role to help first role in hospitality hospitality, as we need to A TV presenter, or a fashion company’s behaviours The Kite Runner by Khalid Costa coffee to the house move the agenda forward was at Whitbread in the remain relevant to bring designer! and cultures. Ultimately, Hosseini. It teaches Consumer savvy, emotional and get a handwritten at Costa. The need for pub-restaurants sector, great experiences to the the more senior positions forgiveness and friendship intelligence, decisive message from the barista but also highlights the greater understanding and before moving into customer. I love being key What are the biggest are filled by people from and to be someone alongside it. It really cheers economic and mental who listens. awareness surrounding to the financial decisions challenges facing all walks of life, the better them up, which makes Burton’s Biscuits and struggles of immigration. the Black Lives Matter that enable that. women in HTL? we can understand the What’s the most me smile. customer. Who is your role model interesting thing you’ve Baseless, but pervasive, within this industry? seen or heard recently? gender stereotypes. If a What challenge have woman can negotiate she’s I’m still quite new to the A BBC documentary you learned the most ‘confrontational’; if she’s industry but I’ve learned called How to Break into from in your career? QUICKFIRE assertive she’s ‘aggressive’. a lot very quickly from the Elite. Discrimination Until recently I hadn’t The roadblocks in these my Director Arslan Sharif isn’t exclusive to race and my manager Richard and gender, and socio- What qualities are most the wellbeing industry. acknowledged how much sectors are never-ending – Fellingham. They’ve economic disparities valuable in a leader? There are the five ways these labels had coloured from volcanic ash in 2010 created an environment play a big part. It’s a of wellbeing: connect, to Covid, I’ve taken and Honesty and integrity, my own experience, as the where we can be huge factor as to whether be active, keep learning, steered businesses through commitment and passion, biases are so often deemed ourselves, are encouraged you even get your foot take notice and give. my share of challenges! As confidence, and an acceptable or humorous to have fun but also drive in the door. The quality of relationships I’ve matured emotionally excellent communication. that they become further the digital agenda which or ‘connections’ is the and professionally over the What’s the most entrenched. is even more critical than biggest indicator to your years I’ve responded to interesting thing you’ve ever in the current climate. health and happiness seen or heard recently? them better, learning each in older age – not money time about the power of One of my close friends or professional success. collaborative working and recently got involved in empathy in bringing clarity to chaos. Amanda Ciraulo Clare Clough Company Aramark / Job Title UK Sales Director Company Pret a Manger / Job Title UK Managing Director t’s not an exaggeration I promoted to say I’ve been in the hospitality industry my someone in Iwhole life – my grandma my team two ran hotels and pubs, so as a child I started off days before her folding napkins! As I got maternity leave older, I did part-time jobs waitressing and as I knew she behind the bar, before was right for doing my HND in hotel catering and institutional management after school. I studied food the job! joined a graduate training programme at Jarvis Hotels, technology at university then moved into contract catering where I’ve been because I knew What do you find most II wanted to work with ever since. I’ve moved from operations to purchasing What advice would you has rarely been far from rewarding in your job? something tangible. to sales, so I’m catering through and through! Many give the next generation our agenda. There is a Work has always been years ago, I joined Aramark as a unit manager, but of women entering superb range of employee I did a sandwich year at about people, whether it came full circle when I rejoined six years ago as a your sector? resource groups, which Marks & Spencer on-the- that be our own teams I go food division – how business development director focusing on the south Speak up; your voice have recently been feel great responsibility for, of England. Last year I became UK Sales Director, which counts. Young people often opened up to anyone things have come full or our customers we have such a warm relationship involves looking at new business opportunities across come into the workplace at any level anywhere in circle! A few months into to connect and share What attracted you with. Now, the role is more all sectors, from the NHS to leisure to education to thinking their boss always the world. They provide my graduate scheme my story. I do my best to work in HTL? voices to everyone from rewarding than ever – industry. I love that we sell into such diverse market knows better, but the next at Safeway we were to be empathetic and A passion for high quality LGBTQ+ to ethnic minority we’re building the Pret of generation have taught me acquired by Morrisons, fair towards those on food mixed with fond sectors – there’s never a dull day! It’s this diversity, communities, and I’m part the future off the strong so much! so I picked myself up from parenthood and career memories of time spent flexibility, and collaboration across our whole business of our women-specific foundations of the Pret of that early bump in the journeys simultaneously – in Pret shops at university! that allows us to create bespoke solutions for our group, Empower. As one of the past. If you weren’t in road and joined Tesco I promoted someone in my When I first interviewed clients’ many needs, allowing me to pull on the many female leaders in our hospitality, what would team two days before her for the job, I was blown most creative brains in the company. business, I strongly believe as a technical manager. What advice would you you be doing? maternity leave as I knew away by the passion and in the power of the ‘see it, I ended up taking give the next generation I’ve spent time abroad she was right for the job! kindness of the people be it’ approach to creating on more commercial of women entering studying accountancy, in the business. pathways and safe spaces responsibilities before your sector? which seems like a natural for the exceptional women joining Pret ten years fit for my love of numbers. Love what you do – be QUICKFIRE across our organisation. ago in a business a journey person, and development function. It enjoy every role you have What do you hope the How has Covid-19 along the way. If you feel What book has influenced What qualities are HTL sector will look like was an incredibly exciting QUICKFIRE changed your perspective comfortable bringing your you the most? the most valuable in 5 years’ time? time – my first project was in a leader? on the industry? purest self to work, that will Any book about Steve I hope we lean into the expanding into France, What book has influenced connection with our shop It’s heartbreaking to see always drive happiness. you the most? teams taught me a great Jobs. His approach to Interest in other people, tech solutions we see on where we launched our business is inspirational: closures and redundancies, deal and I frequently setting them up for the horizon at the moment. famous Jambon-Beurre! It’s not an original choice follow your heart and trust success and encouraging and I hope we bounce back If you weren’t in remind myself our people I’m excited to see how I returned to the UK but The Seven Habits of that it knows where it’s them to always want more. quickly so we can welcome hospitality, what would on the front line have most humans will work alongside a couple of years later, Highly Effective People going. The worst thing Their success leads to the those people back into the you be doing? of the answers. robots and AI in the future by Stephen R Covey. It’s that could happen might company’s success! industry. On the flipside, it’s working up through food – I hope that automation I would never stray from a classic but I was recently What’s the most turn out to be the best brought us closer together and commercial roles given another copy by interesting thing you’ve What’s the most frees us up to provide being consumer-facing, thing. And stay hungry – interesting thing you’ve to innovate at a much faster until becoming Chief and I love food too much a friend which led me to seen or heard recently? to name just a few of his even better service to seen or heard recently? rate. Former competitors Food and Coffee Officer. to leave! reread it. I found I took “Success is not final, philosophies. our customers. Have you heard about have joined forces on When we switched up our different messages away failure is not fatal: it is webinars and in meetings management structure at a different point in the relationship between What have you done to How are you encouraging the courage to continue to create joint solutions. last summer, we siphoned my career. that counts” – Winston wasps and figs? Look it promote diversity within more women into the up for yourself! You can’t Who is your role model Churchill. I just happened your organisation? off the UK business and sector? unlearn this fact once I took over as MD – an I’m part of a number of within this industry? to notice it on a card We’re an American in a gift shop recently you know it! incredible privilege and forums which focus on Clive Schlee our previous multinational, so diversity and it resonated for the women in the industry, CEO; his rapport and a fantastic opportunity moment I was in. to diversify my skills. and I’m always happy Shirley Couchman Amy Culora Company Wells & Co / Job Title Retail Board Director Company Rank / Job Title Head of Marketing – Grosvenor Casino

career. After taking on How are you encouraging What attracted you ’ve been working an operations director more women into the to work in HTL? in comms since I role, I left the pub world sector? My grandma single- graduated, firstly in an for SSP to avoid being There’s no shortage handedly became a IAmerican software firm pigeonholed and dip my of fantastic women, hotelier in the 1960s, and then agency side toe in something more so I actively recruit them so I spent my childhood until I joined Rank in 2003. commercial. Though I’ve and try to create an standing on a pot peeling Essentially, I’ve grown up only been at Wells & Co environment where my potatoes in her hotel in in the gaming industry. teams feel comfortable Grantown-on-Spey. She a few months, their family to manage their own time was a powerhouse, my own There was a two-year stint run ethos resonates with around their lifestyles. introduction to the world my own values. where my desire to travel worked part-time We need more women at of hospitality and my first took over, and I was lucky enough to land a dream job board level who focus on role model. at a pub while I was as PR director for the Eastern Caribbean at Sandals What advice would you filling those senior gaps studying to be a PE give the next generation in recruitment. Resorts. Essentially, I ferried journalists from diving to What do you find most Caribbean! In all honestly Iteacher at university. I rewarding in your job? I think I would always be of women entering spa experiences. Although it was unbelievably fun, I worked my way up to your sector? knew I had to make the mature decision to return to All the work my team does, aligned to hospitality or assistant manager there Don’t listen to people who the UK at some point and luckily for me Rank invited from initial campaign ideas travel because that’s what after graduation, until tell you to be something me back. When I returned, I worked directly for the to national promotions, I love doing as a consumer. someone spotted my you’re not – be yourself CEO, again in a communications role, and spread my has a direct impact on What career advice education degree and and be proud about it, wings to new areas such as internal comms, employee the bottom line. It’s very would you give to brought me into head authenticity is the key. satisfying to see our teams engagement and public affairs. your younger self? office as a trainer. I rose all over the UK bring our campaigns to life and, most through the ranks to area If you weren’t in I’ve chosen to pursue most of my career at Rank not Don’t lose sight of the hospitality, what due to a lack of ambition, but because the business importantly, our customers customer and know your manager, Scotland and enjoying them. would you be doing? model and number of brands gives the group an numbers. You always need then down to Birmingham to know the impact you, I’d be running around agency feel. From working for Mecca bingo, looking for the Spirit Group What advice would you as a marketeer, are having working with the Mr Qs with a netball in my hand after London strategy for our casinos business to in a sports development give the next generation on the commercials, so it’s and Q’s brand. That was heading up brands across Hard Rock, Blue Square and capacity. of women entering absolutely necessary to a real education in how Grosvenor Casinos, I’ve definitely been kept on my your sector? dig deep into the data to toes! My current role involves leading all the marketing to recognise trends and What challenge have Historically, the gaming drive your decisions. We’re translate them into new you learned the most for our Grosvenor Casinos around the UK. sector has been more ultimately only here as long concepts, which is what from in your career? male-dominated than most, as the customers are, so I’ve built my career on QUICKFIRE although that has changed we need to know what they Starting out in the want and what the returns ever since. I crossed over property department role. a lot in recent years. I will look like. to Greene King, a much I was suddenly put into an What book has influenced What qualities are think people just don’t you the most? the most valuable smaller company at the environment where I felt I QUICKFIRE consider gaming simply in a leader? How has Covid-19 had no clue, but I realised I can’t possibly pick one because the awareness is time, where I was asked changed your perspective that you don’t need to book – I love to read! I For me it’s emotional What book has influenced What qualities are not there. I would say not to join a team building on the industry? innately know everything would say Terry Pratchett intelligence, empathy you the most? the most valuable to worry if you’re not a its first premium concept is the author who has and resilience. gambler yourself: the main to make good decisions – The Secret by Rhonda in a leader? It’s reaffirmed the fact that from the ground up. influenced me the most. drivers for this industry what you need to know is What’s the most Byrne – I’m a real believer Desire for your team we are first and foremost Because I’d been part of – data, technology and how to put a great team Who is your role model interesting thing you’ve in the law of attraction to succeed rather than a people business. getting the look and feel together, listen to them and within this industry? seen or heard recently? and positive mindset. yourself, listening skills customer experience – are Everyone is willing to roll of the pubs right, I was provide a platform for them In terms of impact, the two Without a doubt the (not hearing...really all transferable. There are up their sleeves and do Who is your role model opportunities across the asked to run the property to excel. I was so grateful Jonathans – Lawson and American election – within this industry? listening), self-awareness. what it takes, whether department, which was Webster during my tenure I haven’t been able to board in what are, at the that’s checking in on our that I was allowed to I’m most inspired by the What’s the most at Greene King challenged keep my eyes off it with end of the day, just multi- customers and colleagues a real wake-up call for an make, and learn from, my teams in the clubs who interesting thing you’ve and inspired me to push all the twists and turns, site hospitality businesses. or working towards our operator! I spent seven mistakes. It’s true that you have shown their real seen or heard recently? myself to be better and knowing that whatever fantastic years managing don’t need to be a doctor strength of community Watching the true revenue targets to get the I am lucky enough to still side comes through If you weren’t in HTL, over 1,000 sites, where to run a great hospital! and spirit during this time. behaviour and leadership business back on track. Early be mentored by Jonathan it will have an impact what would you be I learnt more than I had skills of world leaders on we created the hashtag Webster. on our industry. doing? #GrosvenorWithYou, and at any point so far in my play out as we face this pandemic. In an ideal world, back the message of solidarity on that beach in the has really rung true. Zoe Davis Beverley D’Cruz Company IAG GBS / Job Title Director of IAG Global Business Services Company Yum! Brands / Job Title Chief Brand Officer Pizza Hut META

the US where I worked y journey began for nearly five years. in Pakistan, This provided me with a where I grew great insight into how PE Mup as a Catholic in works and broadened my a predominantly Muslim skillset. When joining IAG, country. Growing up as I was interviewed in a café a minority in Pakistan at Heathrow T5 almost as I have always been aware I stepped off the plane of not having equal rights back from the US! Thanks and not belonging and to our then Group Chief this has defined the path arly in my career Procurement Officer my life has taken. At 17, I was blessed to be the only I was fortunate (CPO), I started the Pakistani girl chosen to attend MIT where I spent the enough to work following week heading next three years studying Finance and Economics. Eat the IT consultancy FI up indirect procurement I started my career at Unilever back in Pakistan and Sri Group. I admired the while the business was Lanka, before switching to Yum! in Dubai for Pizza Hut progressive ethos of creating our new global in the Middle East. After 5 exciting years in the Middle the company, which was business services division What advice would you East I moved to Canada and fell in love with the country a successful FTSE 250 How has Covid-19 (IAG GBS). Early in 2017, give the next generation changed your perspective – I’ve always said the warmth of the people makes up mainly run by women. the CPO moved to a new of women entering on the industry? for the cold of the country! Canada opened its arms, We were jokingly called role in the Group and your sector? welcoming my family as Canadian. In Canada I worked “Female International” in Our industry has been after a full recruitment It’s so important to think one of the worst hit by the both on Pizza Hut and KFC – my most career-defining many city circles! I started process, I was appointed about the future beyond global crisis and has had role was leading the ecommerce journey for both franchise management my career in procurement to the role of Group CPO. your current role and take to adapt hugely in order brands. My career then led me to London where I was Believe in and watched to see how at FI and they supported ownership of your progress. to survive. Over all of this Leading procurement for lucky to work on a transformative journey for Pizza Hut. it would pan out. 13 years me through the Chartered If you have a setback don’t I have been impressed yourself! so many iconic brands 3 years later I have recently moved to Dubai to take on later I’m proud now to Institute of Purchasing let it define you, think why by the resilience and how within IAG was a fantastic the exciting role of Chief Brand Officer for Pizza Hut Doubt is have returned to the and Supply (MCIPS) it might have happened, wholeheartedly people experience and after for the Middle East, Turkey and Africa. Leadership team leading programme. My next learn from it and keep have thrown themselves nearly three years in a killer and supporting an office going! into finding solutions company was acquired by that role I was offered that has an equal ratio of despite the enormous What advice would you a US-based private equity men and women in senior the directorship of the What have you done to challenges. From bringing give the next generation (PE) firm, which ultimately entire GBS business early positions! led to me moving to promote diversity within in PPE to ensuring we work QUICKFIRE of women entering this year. your organisation? with suppliers to provide a your sector? How are you encouraging I feel passionately about safe and clean environment What book has influenced nothing short of a miracle Believe in yourself! Doubt in our cabins, we have had more women into the the fact that teams with you the most? and if she can do it so is a killer. Know who you sector? diversity are more aligned a critical role within the can we! are and what you stand for. I’ve recently read I lead our Women in to customer needs. My Group as it responds to the Becoming by Michelle What’s the most As early as university I have QUICKFIRE Leadership group in the IAG GBS management pandemic from a customer Obama and I found the interesting thing you’ve struggled with imposter and financial perspective. Middle East. A talented What book has influenced she gave a talk about committee and wider book to be authentic, seen or heard recently? syndrome, the niggling As an industry, and within group of women get you the most? her life, which included leadership teams are powerful and moving. I have recently been voice in your head telling IAG, we have all worked together to support, starting out in the fashion aligned to, and reflect, Who is your role model watching (along with the you that you are not good I don’t tend to get overly hard to ensure the nation celebrate and cheer each industry in Paris, deciding this ethos. I feel very within this industry? rest of the world) the US enough. Conquer that! influenced by books, but has what it needs, whilst other on. We discuss I found Thinking Fast and that wasn’t for her, so then strongly that a key part of elections play out and to paving the way for the Not quite within the meaningful issues like Slow by Daniel Kahneman pivoting to go into law, leadership is ensuring our hear the first female VP of How have you seen the future. industry but I am deeply career progression and very thought provoking. starting her own practice teams reflect and provide moved by Malala America say ‘I may be the industry change on D&I and more recently helping an inclusive environment first woman in this office why women progress Who is your role model Yousafzai. To take a tragic in your time in HTL? start Monzo Bank. She for all. We require our but I won’t be the last!’ slower than men, imposter within this industry? story of death and to turn I was one of the first syndrome, and the mental is generally happy to recruitment teams to Teams with it into a powerful story leaves me with hope for Baroness Denise Kingsmill women to be hired in a load that women carry. My embrace change and include candidates from of hope and of love is our future! is very inspiring to me. She diversity are managerial position in the strikes me as someone diverse backgrounds, we goal is to help women and was on the IAG Board but Middle East 14 years ago… who epitomises a life use external leadership the leaders that mentor left back 2017. I met her more aligned everyone was nervous well lived, and she programmes and women to understand the again when I was on The hasn’t stopped yet! to customer having women enter a barriers in our way and to Pipeline last year where encourage our shining stars male dominated world of up the hierarchy. needs help remove them. Andrea Dearden Debrah Dhugga Company David Lloyd Leisure / Job Title Marketing Director Company The Apartment Group / Job Title COO

as Marketing Director for the brand. I then moved Europe which spanned on to a luxury portfolio over 50 attractions across group Tom’s Companies, 10 countries, later moving developing world- to lead marketing of the leading 5-star hotels and iconic London attractions Michelin-starred venues. which included Madame When we sold, I felt like Tussauds and the London I’d ticked off all types Eye. Four years ago I of hotels from a leading joined David Lloyd Leisure boutique brand to a as Marketing Director corporate and then 5-star ’ve spent 25 years in and lead a team of 20, started my career in countryside hospitality, the leisure industry, focussing on driving the hotels, much to my so I switched tracks working all over Europe father’s horror! I wanted premium positioning into beauty retail for a the new energy I needed. If you weren’t in Iand living in Australia Ito prove to him that of the Clubs in the UK year. But I just couldn’t Though I’m deep in hospitality, what would and the US. I started on there were worthwhile as well as acquisition stay away from hotels crisis management at the you be doing? the agency side, where careers in hospitality. across Europe. – I rejoined into Dubai- moment, I can’t wait to I always wanted to be I grew to Board Director After graduation I based luxury hospitality get stuck in to growing a television presenter of a Design agency, became a trainee – I could see myself on What do you find most so I became incredibly self- developer Seven Tides. the brand again and before setting up my Understand manager, but there is a morning sofa! Joking rewarding in your job? sufficient. I have taken that Splitting my time between leading hospitality rather own business within the no job in hospitality apart, I would have a lot your sense of entrepreneurial spirit with London and the UAE was than a pandemic crisis. marketing space for As a data-driven discipline I haven’t done along to offer as a CEO of a me into every organisation really interesting, but after hospitality and leisure as well as an art, I love the way, from cleaning football club. I feel they self, and build I’ve worked for since. 10 years I made my ‘now What do you find most clients. My next roles, how much variety there is bedrooms to manning are all very male‑heavy in marketing. It’s all about or never’ jump to work rewarding in your job? as Head of Marketing a community reception. Eventually I and could succeed with understanding what the What have you done to closer to home at one Leading by delegation. at Blenheim Palace and found my niche in sales a mixed boardroom. of like-minded customer is saying and promote diversity within of the largest hospitality I’ve watched members the Science Museum translating that into a your organisation? and development and and leisure brands in the of my teams move from broadened my experience people around broke out of middle What career advice better experience for them. Whilst there has been North of England. Leaving managing F&B and would you give your into the cultural space management, joining you to provide a focus on broadening was a gut-wrenching, operations to running younger self? within some truly inspiring What advice would you diversity within the Malmaison as Sales and properties in Bangkok and bittersweet process, You can never know institutions. I then moved mentorship give the next generation organisation, the Black Marketing Manager and South Africa, and it’s these but I felt the Apartment enough! Don’t stop to Merlin Entertainments of women entering Lives Matter movement working with the founder future leaders who will carry and guidance Group’s wonderful researching or asking for your sector? has served only served the torch for our industry. Ken McCulloch through opportunities – every day to reinforce this. We hold product would give me Understand your sense of its inception to help grow is a school day. When regular live listening groups What advice would you self, and build a community I was a trainee manager, with BAME colleagues to give the next generation of like-minded people I risked pulling the MD ensure all voices across the of women entering around you to provide aside in the lobby and QUICKFIRE mentorship and guidance. organisation are heard. your sector? QUICKFIRE asking to shadow him. Know who you are, where Curiosity stands out: he What book has influenced What qualities are How are you encouraging If you weren’t in leisure, you want to be, and what was so impressed that you the most? the most valuable more women up through What book has influenced What qualities are the what would you be you want to achieve. It’s he still shares that story. Sapiens: A Brief History in a leader? doing? the business? you the most? most valuable in a leader? about self-awareness and of Humankind. Vision, integrity and ability I studied history and We have a group focused The 7 Habits of Highly Ability to delegate, self-belief, even in the Effective People. communication, self- What do you hope the Who is your role model to motivate and inspire. politics at university, so I’ve on understanding the most male-dominated awareness, gratitude, HTL sector will look like within this industry? What’s the most always been interested in barriers to progression, Who is your role model environments. It can be hard in 5 years’ time? interesting thing you’ve so that in time we can within this industry? influence. to put your own ideas on I worked with Emma political systems. Technology is disrupting seen or heard recently? improve and eliminate our I really admire and follow What’s the most the table, but you’ve been Woods at Merlin the slow pace and gender pay gap and ensure the journey of Sébastien interesting thing you’ve hired to give your opinion. Entertainments. She was I have been transfixed by What challenge have inaccessibility of traditional improved progression for Bazinn – Chief Executive seen or heard recently? Mentors are so valuable on a real inspiration due to the US election recently, you learned the most luxury, so I hope we her positivity, energy and as much by the process from in your career? women in the organisation. Officer of AccorHotels. One of the greatest your journey as a sounding challenges anyone will see board for sharing your see exciting innovation drive as well as her great and how we have seen Running my own business and remember is managing dreams and frustrations in the types of lifestyle experience of the leisure it play out. taught me a lot. It’s the Covid-19 crisis. within the industry. experiences available. industry. your name on the door, Rebecca Di Mambro Sarah Dickins Company Leon Restaurants / Job Title Head of Marketing Company Bourne Leisure / Job Title Chief People Officer

he put me in touch with ’ve spent my whole the CEO six years ago, career in HR – from and I’ve been here ever retail to utilities; since. I started in a hybrid QUICKFIRE Ifinancial services to QUICKFIRE role between marketing hospitality and leisure. What book has influenced What’s the most What book has influenced What’s the most and food development, you the most? interesting thing you’ve I feel very lucky that you the most? interesting thing you’ve but quickly realised a my formative years I love reading but strictly seen or heard recently? Lean In by Sheryl seen or heard recently? passion for home cooking fiction. East of Eden I was lucky to listen to Tim were spent at Asda, Sandberg. Marcus Rashford has doesn’t equate to a love where over 17 years by John Steinbeck Spector talk recently about Who is your role model done an amazing job of supply chain! I then stays with me. his new book, Spoon Fed, I took roles across the within this industry? to engage everyone to moved more solidly over and the diet myths that still whole HR spectrum. help him influence free What qualities are It’s a retail role model had an existential crisis perpetuate. Fascinating! school meals. I think there to the marketing team, the most valuable Getting that breadth early on in my career through for me I’m afraid – Doug when I finished my is so much we can learn specialising in innovation in a leader? a structured programme was invaluable in unlocking McMillon, Walmart CEO. degree in history of art from him. by leading new initiatives Vision, compassion, trust. opportunities to work with brilliant leaders across the Iand management studies, within the business. business. I did venture out to run customer service as though I knew I loved For the last few years to get some broader business experience, and I held What advice would you What do you hope the food, I didn’t know what I’ve been leading the a non‑executive role on Marshall’s Motors board as career avenues I could give the next generation HTL sector will look like department as the Head of women entering in 5 years’ time? REMCO chair for 4 years too. Most recently, though, take without becoming of Marketing. I saw the opportunity to focus on the transformation your sector? I hope we have a renewed a chef. I wrote to Henry and growth at Bourne and I took it: I love that through Ask for what you want gratitude for the sector Dimbleby, founder of What do you find most HR you can influence our culture, grow our talent Leon, after he tweeted rewarding in your job? – politely, of course! It itself, and the people who doesn’t matter if it’s a role, work inside it. We’ve seen and make sure that we put our team at the heart about an internship, and Working for a brand that of our strategy. though he had filled the a pay rise or a project you incredible support at all genuinely cares about think suits you; play an levels, from the public position he referred me making a difference. In active role in making it to the government, so What do you find most What advice would you to Polpo to do a stint the last six months we’ve come your way. I hope we continue to rewarding in your job? give the next generation there. After a year, I joined received some of the recognise that it’s one of The opportunity to shape of women entering the Nestle marketing loveliest messages from If you weren’t in our greatest outlets of joy, our talent agenda and see your sector? graduate scheme, but people whom we’ve hospitality, what would and a land of opportunities our team grow. There is I would stress how brilliant I couldn’t shake my managed to help or serve you be doing? for young people. nothing more rewarding! a sector it is – it’s very connection with Leon. in some way, and it makes We have so much talent in special providing an it all worthwhile. I’d love to be an architect. I pestered Henry until What challenge have our business it is fabulous experience that my whole What career advice you learned the most to see our ‘Grow to’ family love too. Spend What have you done to How have you seen the would you give your from in your career? programmes helping our as much time as you can promote diversity within industry change on D&I younger self? When the pandemic got team develop a career with listening to guests and your organisation? in your time in HTL? us. In our business you can your team – then make Honestly, to have more fun! serious, it didn’t matter A culture that nurtures It’s heartening to see the what job titles any of us start anywhere and the sky a difference on the things talent is vital. We’ve started collaboration within the I’ve spent the last few years really is your limit! that matter most to them making up for lost time. had – we all put on any by educating our teams industry, but we still need hats we could to figure and you will be hugely on diversity and making to work on how we are out what we could do to What attracted you successful. career development more perceived externally. The help our communities. to work in HTL? accessible for all through opportunities in our sector Ask for what Out of that rallying spirit I just love customer-facing If you weren’t in leisure, our 40+ apprenticeship are amazing and we all you want – came Feed NHS, our industries that are all about what would you be programmes and our ‘Grow have to work together to fundraising campaign, and people. It’s great to be in a doing? to’ career programmes. change perception and politely, of Feed Britain, our direct-to- business where people are I would be an interior We’ve also launched our bring our businesses to consumer delivery service at the heart of our success. designer. We have an O2 very own Bourne Degree life in an engaging way. course! Play that we set up in 10 days! Our philosophy is happy box as recognition for our Apprenticeship and this an active role team = happy guests = team and we branded it for has really helped us attract happy shareholders. Bourne last year – I was in more diverse talent to our in making it my element! team. We still have a lot to do and during Covid have come your way done a lot of discovery with our teams around our diversity plan for next year – watch this space! Catherine Dolton Zarah Doyle Company InterContinental Hotels Group / Job Title Vice President Global Corporate Responsibility Company ODEON / Job Title People Director UK & Ireland studied zoology at What career advice Don’t shy away t school, I had What advice would you people who will nudge you Cambridge before would you give your thought about give the next generation along to lean in and learn becoming an younger self? from being being a teacher of women entering more. Get comfortable with your sector? not having the answers (this Iaccountant at EY – it I wish I had worked ambitious, Aor a lawyer, but reset my seemed like what to do abroad earlier in my sights on HR based on Be a sponge – always tune took me awhile) so keep asking the questions and when one didn’t know career, as the experience the varied experiences in to that podcast or that and vocal in you’ll quite quickly know what to do! EY had just of working in a foreign it brings; from reward webinar. Sometimes you your ambition more than you realised! won Bass as an audit market is so helpful and recognition to talent need to invite yourself when you get to senior – dive right in, because It’s imperative that female client back then, and I development or driving positions in a global Committee and the everyone in every role leaders extend that helping had the opportunity to organisation. Board. Our global CEO employee engagement. and every level is learning hand, and it makes a huge go on secondment to set up a D&I board with I had always worked in as they go along! difference in building its internal audit function and loved going behind the What attracted you to representatives across the customer service roles and loved the guest interaction confidence. scenes at hotels around the world. Bass then became work in hospitality? business to set out what that hospitality and leisure give you, so I knew guest How have you helped Six Continents and then IHG, during which time I The chance to travel the initiatives and actions experience was somewhere I wanted to build my your company change on moved across permanently, building up the hotel and world and interact with the to take to drive change niche in the people space – how you treat your people gender representation? Be a sponge – corporate audit function for EMEA, before deciding people you meet along the across the business. connects directly with how your customers feel. I was We’ve come on a real to step into something different. With my finance way. There’s no one more It drives accountability and the HR manager for a hotel group before joining journey, and we are now always tune in background, I had made connections in Investor interesting than a hotel makes sure that, amongst Odeon 8 years ago, and feel incredibly lucky to have seeing proper gender other measures, we are Relations, so I transferred across and then went on to general manager – the had a number of roles across the business. The work representation across the to that podcast sticking to our targets. Our spend seven years leading the team. It was brilliant – stories they tell about the is so exciting and I’m passionate about the industry, organisation. I’m extremely or that webinar people they’ve met are employee networks have passionate about our there was never a dull day, dealing with everyone from really thrived this year. We which is why I’ve stayed so long. Now, as People analysts to activists! fascinating. Director for Odeon UK & Ireland, one of our three Incredible Differences have almost 30 chapters programme, which I was territories, I look after 5,000 colleagues and serve as How has Covid-19 What have you done to of employee networks proud to work on right from As investors asked questions around purpose, chairperson of our Irish board. It’s been an rollercoaster changed your perspective promote diversity in your globally and they bring the start in my previous environmental and social credentials, I became on the industry? organisation? colleagues together but year for our industry and our function, but I’m a strong role. We’ve worked hard to increasingly interested in corporate responsibility – also provide them with a believer that every day is a school day, you never I knew we had a talented Even though there is a build our data and metrics I thought the change of scene would suit me, as a platform to feedback to workforce, but I’ve been long way to go, D&I is a know what each conversation will hold until it starts and it has been great to storyteller rather than a number-cruncher at heart, IHG on what can be done blown away by how well priority for IHG’s Executive and so through each difficult moment there has been see that our colleagues and it was a chance to get back closer to the business better for their community. an opportunity to learn more and make an impact. now have more role models everyone has adapted again. I moved over to lead that team a couple of years to look up to. to the continual change. ago thanks to the support of senior sponsors willing The passion our colleagues to take a chance on me. It’s a very exciting time, as we What career advice have for the business has gear up to launch a set of long-term ambitions and would you give your come through in a concrete QUICKFIRE way. It’s jaw-dropping commitments to be a more responsible business. QUICKFIRE younger self? what you can achieve Mentorship has been such What book has influenced What qualities are What book has influenced look up to. I am also in 24 hours! What do you find most people know what you you the most? the most valuable an important part of my rewarding in your job? want to do, you can’t get you the most? a huge fan of Jacinda journey, so embrace the The 100-Year Life: Living in a leader? Ardern, having started my The sheer variety of what there. A lot of women fear Lean In by Sheryl this will paint them in a and Working in an Age Integrity, trust, Sandberg: it’s my perfect current role after maternity I do. In one meeting I can of Longevity. compassion, vision. leave I was a little in awe be discussing technical negative light and want go to when I need that Who is your role model What’s the most of her multi-tasking skills! solutions to reduce carbon their work to speak for little extra nudge to push within this industry? interesting thing you’ve myself forward and get What qualities are emissions across our estate, itself, but it is what men are seen or heard recently? brave to try new things. the most valuable and in the next how to doing every day, and they Hotel general managers in a leader? attract young people into are commended for it. – their ability to effectively 553 people have reached Who is your role model juggle many different hospitality. Earth’s orbit (65 women); within this industry? A willingness to keep If you weren’t in things e.g. leading 12 people have walked on I have been incredibly learning, show some teams, supporting the surface on the Moon vulnerability and support What advice would you hospitality, what would lucky over the last few their communities, and (zero women). the development of those give the next generation you be doing? years to have fantastic providing amazing guest internal role models to around them. of women entering Something related to experiences is inspiring. your sector? zoology – though I feel I’ve Don’t shy away from being come full circle in working ambitious, and vocal in on conservation! your ambition. Unless Camille Drevillon Kirsty Edwards Company Abercrombie & Kent / Job Title SVP Strategic Planning and Business Development Company Scott Dunn / Job Title Head of Integrated Marketing

riginally from fell into the sector by ensure that we keep our If you weren’t doing France, I grew chance really. My first guests fully informed of this job, what would up and studied look into the hospitality the latest information. I’m you be doing? lucky to have a great team Oall over the world before QUICKFIRE Iindustry was at Whitbread, I nearly became a ski moving to London with where I was sales who are also learning the instructor at one point so What book has Who is your role model? importance of these traits. maybe that – definitely an investment bank. After influenced you the most? development executive. five years I had an itch Marisa Drew, who now I first worked for Scott something outdoorsy. How Will You Measure heads up Impact Advisory What challenge have you to switch focus, just as Dunn in 2000 as resort Your Life by Clay at Credit Suisse. I had the learned the most from What attracted you a former colleague asked manager in Courchevel Christensen – it makes chance to work with Marisa in your career? to work in the sector? me to join the finance you think about what is in my early 20s, and she in France, before joining It’s got to be how to react team at luxury cruise important for you in the has been an inspiration again twelve years later I fell into the sector by during a global pandemic. chance really, but as my company Silversea in Monaco. I’m from Brittany, so the long run, and the parallels both in terms of leadership as Ski Product Development Manager. As my career This past year has been between who you are as style and empowerment, career has progressed, sea is in my blood! Back in 2011, Silversea was growing at Scott Dunn has progressed, I have found that travel incredibly challenging, an individual and how you but also in how she has I have to say that travel its expedition fleet, so it was hugely exciting to deal in is such a great sector to work in – in large down to the both professionally and behave in your work life. shaped her career through is such a great sector to far-flung destinations like Antarctica and the Galapagos. hard work, innovation and people that you meet. It’s fun, friendly and fast-paced personally. At the start of work in – in large down to I then joined the historic Norwegian cruise line without compromising with everyone sharing a passion for the sheer joy that the year we had recorded the people that you meet Hurtigruten, spending three years in the commercial her values. travelling brings. our best trading months – there’s a shared passion team in Oslo. I planned the itineraries, deciding which ever and within a matter of for the sheer joy that travel weeks everything dropped ship goes where when based on customer trends, What do you find most so responses like ‘no one’s What do you find across these different brings and as a result a real off a cliff. I continued seasonality, excursions and more. Later I joined luxury rewarding in your job? asked for this before’ don’t most rewarding about functions has kept me feeling of kindred spirits working throughout this travel company Abercrombie & Kent, where my job is cut it anymore. your job? engaged with the business, within the business. We have a publication that challenged me and given period and I found myself to plan for the future and execute upon our strategy. collects personal ‘thank The diversity of it. I’ve been me lots of opportunities taking on all kinds of tasks What do you hope I am most excited about digital transformation and yous’ from guests who What career advice really lucky to have worked to grow and learn. I’d never anticipated. I the sector will look tools, and the change that millennials are bringing to have shared memories would you give your in a number of roles across the business, from being learned the importance like in 5 years’ time? company cultures. Although Covid-19 has significantly from their trips. It takes younger self? This is particularly relevant of resilience, agility and on the ground as a Resort The industry needs to disrupted the industry, I do feel that I have landed in a lot to create the perfect Don’t be afraid of failing. now as we navigate communication and, on a Manager out in the Alps, to be more inclusive with guest experience, so it’s When things weren’t through this pandemic. personal level, I learned the the right place at the right time to make a difference. being part of the product a diverse workforce amazing that we can feed rosy earlier on in my I’ve learnt the importance importance of my own well- team and latterly the to reflect this. It is that appreciation back career, I tended to take of being agile and nimble being and what I needed marketing team. Working encouraging to see this to these individuals and it personally and think I and quick to react, to to do to maintain some sort beginning to change but celebrate them. wasn’t up to the job. I’ve of equilibrium during the we must collectively ensure come to understand that ongoing turmoil. If you weren’t in HTL, this is not a reflection of this progression continues. what would you be your worth, but sometimes What advice would you What are the biggest doing? a sign to move on and QUICKFIRE give the next generation challenges facing women I would be a teacher; try something that better of women entering in the sector? possibly in mathematics, suits you. What book has influenced Who is your role model your sector? There still aren’t enough as the logic appeals to me. you the most? within this industry? Be positive, listen, embrace women in senior leadership There’s a lot of crossover How have you seen the I really enjoyed Becoming I’m incredibly fortunate change, be resilient and roles in our industry, as with leadership, in terms industry change on D&I by Michelle Obama and as I have some inspiring don’t fear failure, use a collective we need to of understanding strengths, in your time in travel? I’m currently reading Lean people around me, from it to learn. And most work towards ensuring developing, and inspiring There is an increasing In by Sheryl Sandberg, colleagues to other importantly, be yourself. people. number of women which is really resonating. industry peers. However, women currently in middle I’m already finding it our current CEO Sonia management roles can across all areas of travel, What career advice incredibly inspiring and Davies continues to inspire progress and reach the What challenge have including leadership would you give your hope that it will help me me, as she navigates top jobs. you learned the most positions in traditionally younger self? from in your career? male environments such overcome some of the our business through Ask questions, challenge, as officers on cruise self‑doubt issues which the turmoil thrown up Fighting the ‘if it’s not women often struggle by Covid-19. Having be more confident and ships and airline pilots. broken, don’t fix it’ with in their careers. a female CEO at the helm learn from all opportunities. Travel is a lifestyle for mentality, which is such a is something we’re all It is possible to have a many millennials; they hurdle to staying relevant. proud of at Scott Dunn successful career and still value and drive diversity In many areas, things have and I continue to be in awe be a great mum. moved more in the last 10 and social justice in the of her courage, strength, years than the previous 50, companies they work resilience and humility. for and patronise. Meg Farren Henny Frazer Company KFC UK & Ireland / Job Title Chief Marketing Officer Company AMAN / Job Title Global Director of Hotel Marketing

touches every corner often say I attended of our experience – the University of Life, from menu strategy to having bypassed consumer insight. The QUICKFIRE Ia British university scale and breadth of the education for a year at the What book has influenced What’s the most role have morphed, so you the most? interesting thing you’ve Sorbonne! The language even within my position I skills I learnt there proved Mindset, by Carol Dweck. seen or heard recently? am continuously learning I love the podcast to be a springboard from super smart, What qualities are for my future career. I the most valuable How We Built This. ambitious and incredibly in a leader? began at a small interior talented people. designer with a hotel in started at in investment Resilience, curiosity, humility, perspective, the South of France as one of our clients, completely banking at JP Morgan, What do you find most ambition, grit. unaware that I would switch sides. I moved into What do you find most 20s, I ask them if they’ve before going to a rewarding in your job? communications, doing PR at Moët-Hennessey before rewarding in your job? considered hospitality, and Imanagement consultancy. As we’ve undergone our heading up the function at a food and drinks boutique I like progressing more if not, why not! There’s a I knew, however, that brand transformation, business with a broader, I can’t be everything for agency where I looked after the CIVC (Champagne), than deliberating, so I love misconception that the big I wanted to get into a seeing the perception of fresher experience and every person in my life at the CIVB (Bordeaux), Michelin-starred restaurants and the fast-moving process jobs don’t exist here, but if food business, so I wrote our brand change in the perspective. My dad told every moment in my life. Harvey Nichols restaurants and food markets. I was of working on a great you’re interested in people consciousness of the British me once, “Find something You wouldn’t hold others to the founder of Gü surrounded by strong women making things happen idea together as a team, and travelling, there’s public has been hugely you love to do, work hard, to that standard, so why puddings – a brand I on all sides. The champagne industry straddles drinks trying it out and watching a world of opportunity motivating. give it your all and then expect it of yourself? admired – persistently and hospitality, so although I had some experience in it deliver success. A good out there waiting. until he agreed to meet the rest will follow.” He was right – I have never How have you seen the latter, moving to Hyatt in 2005 was eye-opening. day is always when we work me. The only job available What advice would you What career advice obsessed about pay rises the role of women in Understanding operations and how to bring marketing together as one across was a sales job as national give the next generation all teams. would you give your of women entering or promotions, and that has hospitality change? communications alive across all areas was key. It also account manager, which younger self? your sector? paid off for me. In previous generations, gave me the opportunity to get to know colleagues I knew nothing about! What advice would you Spend as much time senior women (or men!) from all over the world. A lifelong traveller, I felt like this It was scary but I knew Strive to be yourself – your give the next generation as you can working in very best self — every What have you done never spoke about their was the most natural place for me, and I rose up the it would be a foot in the to promote diversity of women entering different departments, day. Give voice to what’s children at work. Now, at ranks at Hyatt to become Director of Brands for EMEA your sector? understanding operations, door, so I took it. It was in your head, and in your in your organisation? work we see each other and Southwest Asia out of our regional head office in Never assume you know revenue and sales, to challenging adapting to heart, authentically and At KFC, we have many as whole humans and we Zurich. Then, last year, I joined AMAN. everything, as there’s forge a more rounded a much smaller company confidently. You are hired to formal programmes, know the whole person: always someone smarter career in hospitality. than I was used to, and give your perspective, not support networks, their brilliance at work, who has new ideas. Think Before joining this industry, emulate someone else’s. leadership trainings and but also their partners, scary taking a risk that about how you build your I never realised quite how deviate from a good mentoring, but one of their children, their side complicated hotels are! the most things I try do hustles… their hobbies. QUICKFIRE brand and what defines it – career path. I loved the If you weren’t in that’s how you gain loyalty. pace of a small business, hospitality, what as a leader is role model At KFC, we work hard to How has Covid-19 transparently and with create an environment What book has influenced kind yet with a great sense and loved building a would you be doing? changed your perspective vulnerability. It’s not easy where every individual you the most? of humour! If you weren’t in I studied Political Science on the industry? consumer brand. I was being a working mum. I’ve can bring their whole I’m an avid reader, so this What qualities are hospitality, what and French at university, inspired by Howard learned to manage my own self to work every day. changes frequently. Most the most valuable would you be doing? It’s frightening how many so I might have been Schultz’ book Onward expectations of myself and recently A Gentleman in in a leader? I’d be a vet! I adore all people around the world an international affairs about the possibilities to role model that too; Moscow by Amor Towles. animals. have been affected, from journalist. Compassion, honesty and when you can influence A man under house-arrest integrity, delegation and those at the top of their the customer experience in a hotel in Moscow for empowerment. How are you encouraging game to those just starting What career advice over 30 years. Always a out. Coming out of this of your brand more What’s the most more women into the would you give your gentleman and if you love period, I hope we see more interesting thing you’ve sector? holistically. In hospitality, younger self? hotels, this is a great story. clearly defined brands, seen or heard recently? I use LinkedIn as a platform you can have an It’s not always about Who is your role model across the different hotel The Paris Agreement on to write blogs, as I want to incredible impact at going up – by moving within this industry? sectors, delivering unique climate change was signed let the younger generation scale so quickly – which sideways, taking parallel guest experiences. Katrin Melle, a former HR by the largest number of know how great an industry is both a good and a opportunities and colleague I worked with. countries ever in one day. this is. When I speak bad thing! I’ve stayed at experiencing different A constant professional, to women in their early KFC nine years, and in functions and sectors, the CMO role for four. you build a holistic I lead marketing, which understanding of Estelle Giraudeau Charlotte Gogstad Company Club Med / Job Title MD UK & Northern Europe Company Expedia Group / Job Title VP Product and Technology Enablement I moved to the premium in the oversaturated Your If you love children’s fashion brand British market, so my IKKS to transform goal was to focus on weaknesses are what you do, their marketing and luxury ski and concentrate your strengths: it’ll be easier ecommerce strategies our best service there. internationally. After It’s fascinating to work people are to deliver three years there, having alongside people spread more willing to and achieve covered everything from across the world, giving supply chain management the right tasks to the trust you when to wholesale, I joined right people to make you share your What advice would you Club Med as UK a real improvement give the next generation t university in am originally from of women entering marketing director. I in the business. weaknesses France I had Norway and made my your sector? loved the prestige of the wanted to be a with them way to London in 2000, product: we sell the idea What advice would you Be aware of both your own A Iafter having studied in the strengths and weaknesses, teacher until a masters’ give the next generation of a hassle-free getaway is no perfect solution, you degree in Canada of women entering United States. After some and how these might be rather than just rooms. have to be practical and broadened my horizons, your sector? early roles in telecoms perceived by others. Also, Soon, I was given the make the right decision numerous fields. That Director for EMEA. The both metaphorically and computing, I joined ensure you’re in a role you chance to build up my Be yourself, be assertive, at the right time for your approach has broadened role was unique as it love. If you love what you and literally. My career Expedia Group in 2005 commercial acumen as and be aware of your people and the business. my perspective and required working across do, it’ll be easier to deliver worth. It can be hard after completing my has hinged around the MD of the Nordic region, enables me to adapt to a matrix organisation and achieve. for women to demand MBA at London Business intersection of digital and eventually took on How has Covid-19 various situations. and challenged me to promotions or pay rises, School. It was exciting to and international ever all of Northern Europe. changed your perspective What have you done to but for me that confidence be able to combine my enhance my influencing since: I began as a brand I went on to run a digital on the industry? This has involved roles promote diversity within led to my first MD role. passion for travel with skills. It set me up for what manager at a global transformation, which Covid-19 has been a battle in marketing, product, your organisation? Your weaknesses are your my strong interest in the was my dream job at the advertising firm, where drove me to double the for our industry, but it’s strategy and general time; being a General Expedia Group is very strengths: people are more human nature to come online marketplace. my best accounts were size of the business in four willing to trust you when management, with each Manager. While a GM, focused on diversity efforts out the other end of these and has been on this journey centered around travel years. It was an enormous you share your weaknesses During my career, I’ve role providing a stretch I became the proud mom deeply traumatic situations and growth opportunity. for 10 years now. We have and tourism. Next, challenge to carve a niche with them. wanting to make the most sought out distinctly of our daughter Arabella It’s when you step out a comprehensive learning out of life. I think there different challenges in and took a leap of faith series, and my team has What career advice of your comfort zone will be a big shake-up of each of the roles I’ve held. by taking a full year of completed allyship training would you give to that you truly test your the travel industry: people I have consciously chosen maternity leave. My best this past quarter. I have your younger self? QUICKFIRE will look for both safety a path that strays from the skills and evolve. One decision ever! personally also participated Go faster in your decisions, and a delightful luxury beaten track, believing role that provided a step in reverse-mentoring and trust yourself when you experience, to make the change in my career When I returned, our CEO What book has influenced give people trust and in the importance of sessions where I’ve spent 1-1 have a deep conviction. most of their quality times was becoming Product asked me to take on a you the most? confidence so they know having expertise across time with individuals sharing Timing is more important with their loved ones and they can do anything global search marketing their experience. Think and Grow Rich than ever – even if there bond with them. by Napoleon Hill. and that their only limit role. The online marketing is themselves. Leading is space had evolved, and What do you hope your This is a pioneer book in also sharing the vision, the sector will look like in terms of leadership and it meant having to ‘build collective and individual 5 years’ time? personal development as QUICKFIRE a new muscle’ and learn purpose to cement it was written in 1937 after how to truly leverage First of all, I am sure we will everybody around the the Great Depression. What book influenced What qualities are technology for growth. have bounced back from the same goal and ambition. challenges of Covid. People Contrary to what the title me the most? the most valuable What’s the most implies, this is how to in a leader? In my current role, are eager to travel and gain interesting thing you’ve For me, I have to admit I new experiences, and I think reach your goals and your reserve books for fiction and The key to great I’m responsible for seen or heard recently? they can’t wait to get out success, whatever is your enjoyment, and try to keep leadership is the ability to the global operations I recently watched The there again. However, travel own definition of success. on top of business topics build strong relationships. and planning function Last Dance documentary patterns might change in What qualities are through articles. However, Hence, being genuine, of our retail product on Netflix about Michael that seeking out nature and the most valuable I did quite like reading The empathetic and inclusive Jordan, which was a organisation. We aim to in a leader? Woman I Wanted to Be are key qualities of connecting with people will fantastic eye-opener. build experiences that by Diane von Furstenberg effective leaders. be top of mind. The sector A powerful leader is the travellers love and return will have to adapt to meet one who manages to (wife of Expedia Group’s chairman Barry Diller). for again and again. the needs of new habits. Patrice Gordon Elaine Grell Company Virgin Atlantic / Job Title Head of Joint Venture and Commercial Planning Company The Collective / Job Title Group People Director

have a love for numbers did my growing up and thoroughly enjoy at British Airways, reading and learning spending 21 years Iabout new things. My QUICKFIRE Iin various roles, from QUICKFIRE degree was in business, frontline customer service What book has influenced What qualities are What book has influenced What qualities are specialising in psychology you the most? the most valuable to marketing and IT until you the most? the most valuable and accounting, post I crossed into the people I am an avid reader so that in a leader? The Art of Happiness: in a leader? degree I took some is a difficult one. I would For me it is authenticity space, where the stars A Handbook for Living Authenticity and integrity. time out and I spent say one of the books I and credibility. aligned for me. I did my by The Dalai Lama. It’s I think that if these are the six months immersing refer to and recommend MBA alongside managing a nice reminder of a time core of your actions, your myself in different frequently is Stephen a range of teams and when I had the privilege behaviours, your intentions cultures travelling around the world. I then qualified Covey’s The 7 Habits of getting stuck into big change projects. As someone to hear the Dalai Lama and the decisions that you as a Chartered Accountant with PwC satisfying my Highly Effective People. constantly looking to stretch herself, I needed a new speak in person and share make, then you can inspire love of structure. After qualifying I joined British horizon, so I transitioned into IHG where the drivers his wisdom, applied to and motivate others to modern day challenges. achieve great things. Airways in the Group Reporting team where I was able and stakeholders were completely different. I learnt been really instrumental stereotypically ‘female’ to learn about the full structure of an airline from a to helping me in my career. functions like HR and a lot from my posting in Atlanta, travelling around the financial perspective. This first role was instrumental in marketing. I’d like to see world and getting involved in the strategic elements How have you seen the People are developing both my understanding of the Airline and How have you seen the more strategy, technology of every commercial function. It was fascinating working industry change on D&I my network across the business. From there I move industry change on D&I and even CEO roles in a global context, which is all about providing the in your time in HTL? willing to to manage the finances of the Marketing Department in your time in HTL? embracing women clarity of vision that meshes the local context with the It seems like slowly a act – younger through the relaunch of the brand and working When I first started, I was as senior leaders. bigger puzzle. On returning to the UK I looked after our broader cross-section of with LOCOG during our sponsorship of the London slightly blinkered – junior European hotel operations and our Group Functions people are willing to act – generations 2012 Olympics. Post this I moved to New York as VP levels are usually more What have you done to which brought me closer to what hotels are all about as younger generations simply Americas & Caribbean and on my return I switched diverse, so I never thought promote diversity in your well as keeping me in touch with the strategic direction won’t accept the status simply won’t regions to support APMEA. I had an interesting and twice about representation. organisation? of the company. Most recently I joined The Collective, quo. The changes that go accept the against the current need varied experience at BA. I then joined Royal Mail As I’ve progressed I’ve seen Within a year of joining a hybrid real estate-hospitality company with service fewer people that look like Virgin Atlantic I instigated time and effort, but we status quo as Commercial Finance Director, working on the at its essence. Because the business is young and agile, can’t lose sight of the long- modernisation of the Data & Growth business unit. me in the room, whether a finance apprenticeship I feel well placed to lay down the foundations beneath that be Black women or scheme when I realised term goal when pressured ease the care burden on When I was offered a role at Virgin Atlantic heading up its ambitious growth plan. women more generally. we lacked that point deadlines get in the way. women. More broadly, the Commercial Finance team, I was excited to work I hope we can become of entry. I was the first I would love to see for another iconic British brand, a smaller organisation, What do you find most your eyes open to your What do you hope the hospitality businesses more representative of the reverse mentor to our rewarding in your job? surroundings. Networks are where I could make a real difference – I’ve always been communities we serve. CEO and I am also the first HTL sector will look like taking accountability for determined to leave a legacy. In 2018 I left finance Our purpose at The so valuable but you only in 5 years’ time? developing local talent trained facilitator outside get out what you put in, so to head up our joint venture with Delta, KLM and Air Collective is to enable I’d like to see us harness pipelines which reflect What are the biggest HR for our Springboard make sure to interact with people to lead more the inherent flexibility the diversity of their France, which sees me collaborate with teams across challenges facing women development programme, people with a variety of the business to maximise the value of our co-operation. in HTL? which has welcomed over fulfilling lives, together. of our 24/7 industry to communities. I find making an impact interests, across industries Being recognised as 200 women to date. on people incredibly and sectors. people, delighting and competent beyond the I’d like to see rewarding, so those who surprising along the What challenge have way. Developing people work here feel it’s a good more strategy, place to grow, and our you learnt the most means everything to me: from in your career? technology my proudest moment members who live with was when my entire team us feel they’re benefitting Until I moved to Atlanta, and even CEO was rated excellent at from great experiences. I didn’t realise how much roles embracing Royal Mail. I assumed. You can be What advice would you fooled into thinking US women as What advice would you give the next generation and UK culture are similar, senior leaders give the next generation of women entering but the small differences – of women entering your sector? both in work practices and Don’t lose your curiosity in lifestyle – add up. Now, What do you find most your sector? – it’s easy to get sucked I try to dig deeper for the rewarding in your job? Don’t be afraid to reach into tunnel vision but keep underlying meaning when I love being part of out and approach someone I listen to people. something that connects you admire to be your mentor, mentorship has Franziska Heller Luana Herrmann Company Hilton / Job Title Senior Manager Commercial Planning & Optimisation EMEA Company The Restaurant Group / Job Title Head of Brand and Marketing

business come to us with hile at university their pressure points, in Brazil, I and we try to help them started my become more efficient QUICKFIRE careerW with internships QUICKFIRE in their work. in market & retail What book has influenced What’s the most Who is your role model are integrity, empathy and you the most? interesting thing you’ve intelligence and within this industry? more than ever, positivity. marketing, gaining Definitely The Power of seen or heard recently? Pranee Laurillard, founder What’s the most It’s so rewarding Moments by Chip & Dan The musical Hamilton incredible experience of Giggling Squid. interesting thing you’ve in leading companies to venture out Heath. from Lin-Manuel Miranda What qualities are seen or heard recently? Who is your role model – bold, brilliant and like Pernod Ricard and the most valuable How Peloton invested in into the field and within this industry? daring! Plus, the topic of Red Bull. When I least in a leader? gamification to bring the was fortunate enough a low-income immigrant Patricia Page-Champion, expected it, I was approached by Unilever – the crème I would list a handful, but gym classes into home to travel the world work with our becoming a prominent Hilton’s SVP of Commercial de la crème of marketing in Brazil. I coordinated three I find non-negotiable and push people to thrive. during my childhood, public servant and US teams to set us Services and Global trade marketing for brands like Knorr and Hellmanns, Iso my most formative founding father is ever Commercial Director, who so timely with the US developing more my commercial skills and learning memories revolve around up for the future featured in this index last Presidential elections a lot by going out into the field. Coming from a great service in beautiful year. She is an inspirational having just wrapped up, multicultural background I always dreamt of living and motivational leader hotels. Though it was What do you find most resulting in the historic abroad, so I studied at UC Berkeley and moved to who always ‘walks the talk’ a new field of study in rewarding in your job? appointment of Kamala and takes time out of her Burger King Spain for my next marketing intelligence Germany at the time, Harris as the first Black I’m very proud to work extremely busy schedule role. I was initially sceptical of the culture shock, but I went into international and Indian American somewhere that lives to listen, care and it was eye-opening for me to work across different woman Vice President! hotel management at and breathes the values empower her team. international markets – even more so when I moved University. From then on, of hospitality and it is to the UK to head my first marketing department! I I tried to get as much immensely fulfilling to be stayed here to join The Restaurant Group as I wanted able to directly connect trends in travel such What have you done to hospitality experience to challenge myself to learn the totally new landscape as I could, spending them with my personal as alternative urban promote diversity within values. My role as project destinations, domestic your organisation? of casual dining. After a few years in a strategy role, I five years in hotels was put in charge of brand strategy and marketing for learning the nitty gritty of lead fortunately also travel opportunities and I’m fortunate that the D&I allows me to connect increased digitisation. Chiquito, the biggest Mexican chain in the UK, where operations. I was always agenda at Hilton is holistic with a variety of talented From a sustainability point and a priority from top I’m proud to say we achieved great results in revitalizing pushing to know more, Team Members from a of view, I hope we will the brand and the operation. After the rollercoaster of asking the uncomfortable to bottom – we’re in the wide range of functional have made great progress business of people serving Covid-19, I’ve taken over a challenging new role looking questions about why specialties. towards our Travel with people after all. I lead one after more brands and with a bigger team – it’s a beast we did what we did, so Purpose 2030 goals to of the chapters of our Next but I’m pushing through! my General Manager in How have you responded cut our environmental Generation Team Member Vienna referred me for to challenges in your footprint in half and double Resource Group, which What do you find most What advice would you What career advice How has Covid-19 a role at our European career? our investment in social aims to ensure we’re giving rewarding in your job? give the next generation would you give your changed your perspective impact. This will ensure headquarters in the UK. Though it’s easy to dwell younger generations a Reading positive reviews of women entering younger self? on the industry? we can continue to attract Five years ago, I took on past mistakes, I’ve voice at Hilton and creating from our guests and your sector? Don’t be taken in by the Overnight most players ‘new travellers’, who rightly my first role in sales had to remind myself an inclusive workplace for getting operational Make adaptability your bright lights. I’ve been were forced to implement demand we have a positive strategy, collaborating that my personal path for millennials and Gen Z. teams excited about the strength – use this to offered roles with better service changes and social impact. with teams to ensure we growth comes from my brand and marketing navigate better through pay or more responsibility technology that would have the right structures learnings from challenging initiatives are really the different scenarios and in the past, but I didn’t take usually take months of trial, in place. It’s so rewarding moments. This outlook best. Sales come naturally situations and allow them as it wasn’t right for so I think it has forced the helps me spin difficulties to venture out into the when we have clarity yourself to take risks. me. If you stick with what industry to be faster on into opportunities and of what we do and we And also don’t let anyone field and work with our you like to do, you’ll get to its feet – especially casual ultimately positive learning believe in the brand, mistake your kindness for the right place eventually dining. Seeing players in the teams to set us up for experiences. so getting operational weakness, if someone tries and you’ll enjoy the journey industry come together on the future. Three years teams’ buy-in is key and to undermine you or talk there. LinkedIn to share resources ago, my role expanded What do you hope the the best way to do that is over you, just keep playing with those who needed into commercial, so now HTL sector will look like by taking them through the high ground – a quote it and supporting each I’m running my function in 5 years’ time? the journey, getting their I love is ‘Don’t raise your Make other in general was very as a strategy consultancy I am looking forward to thoughts, clarifying the voice, improve your adaptability heartening too, it showed a within Hilton. Leaders continuing to innovate objectives of initiatives argument’. sense of community I hadn’t from all facets of the and stay abreast of new and sharing results. your strength seen before. Joanne Howe Louise Hughes Company Stagecoach South East / Job Title Operations Director Company Moto Hospitality / Job Title Human Resources Director

What advice would you greater place to work give the next generation for our 5,000 colleagues, of women entering which is what I have been your sector? QUICKFIRE privileged to try and do QUICKFIRE The more flexible you can every day since! be geographically, the What book has influenced Who is your role model What book has influenced What qualities are more opportunities there you the most? within the industry? you the most? the most valuable What do you find most in a leader? are for those who want to Invisible Women: I’ve been fortunate to work rewarding in your job? Simon Sinek – progress. Also don’t limit Exposing Data Bias in for a number of managers Start with Why. Self-awareness, positivity a World Designed For within the industry who It’s been incredibly and authenticity. yourself by not applying for rewarding to see such a Who is your role model roles. A lack of confidence Men by Caroline Criado- have all had different within this industry? What’s the most Perez was quite thought qualities and leadership vast number of colleagues in your own abilities could Tea Colaianni and her interesting thing you’ve owards the end of a provoking as I hadn’t styles that I admire. fell into HR by progress their careers lead to you restricting passion, drive and seen or heard recently? degree in transport realised how flawed and accident! I joined a rapidly through our your progression by not What qualities are the determination. That you can’t buy Coca- and product design limited some of the data large supermarket business. We are fairly applying for roles. If you’re most valuable in a leader? Cola in Cuba or North TI knew a career in design used by companies, Ichain on their trainee unique in that our people unsure then ask friends and Clear vision but will listen Korea – it was a question organisations and can gain experience of wasn’t for me. I spoke to ideas and feedback. manager scheme after in our weekly family quiz colleagues whose opinion governments to inform working for lots of brilliant to a participant on the Investment in people in working in retail as a on Zoom! you respect. their decision making is. brands under one roof Stagecoach graduate both time and resources. student and loved the whilst working for just one scheme and found buzz and camaraderie employer. Many of our out about the training A lack of of it, so a switch to the How has Covid-19 exceptional customer Covid-19. The focus now and set up the operations Senior Leaders started changed your perspective experience, which attracts and experience the people side seemed confidence is on the future, restoring in four different countries on the shop floor before on the industry? a diverse mix of talent scheme offered with the natural. The pressure progressing to where they confidence and getting within a year. There was It’s elevated just how looking to fast track their opportunity to progress to in your own and pace of retail excited are today. If you’re willing people to where they no existing infrastructure important the hospitality career progression. positions of responsibility. me and I worked for to work and be committed abilities could need to be. and we had to deal with sector is in all of our daily then anything is possible After roles as an assistant different legislation in each a number of big retail lives and that when we What challenge have lead to you in Moto. manager in different parts What have you done to country which in some names before moving into suddenly can’t access you learnt the most of the country, my first promote diversity within cases was only just being the hospitality sector with many of the things we from in your career? restricting your What advice would you substantial role was in your organisation? developed as we were Moto who partner with take for granted such as This one! Making give the next generation Dumfries and Stranraer progression In three years we increased setting up our European well known brands such pubs and restaurants we decisions during this of women entering as Operations Manager. the number of female staff operation. as Burger King, Costa, really do appreciate them pandemic at pace has your sector? in one of our locations even more. been relentless, and every If you weren’t in travel, It was a huge task to set Greggs, M&S and more. Following this I moved by over 450%. When Be confident in your ability decision we make impacts what would you be it all up, but we recruited In previous companies I’d to London as Garage there are opportunities and what you bring to What do you hope the the livelihoods of our doing? an experienced team of always got a natural itch for progression we will the table. Building self- HTL sector will look like colleagues so that is always Operations Manager, People management is a managers and sought after a few years to leave encourage those who we confidence is key to smash in 5 years’ time? at the forefront of my mind. before joining the large part of my role so advice from local experts. and undertake a new think are capable, but through self-perpetuating Megabus team as possibly HR. My back-up Whilst there was a lot to I hope it will be a thriving lacking in confidence to challenge, but at Moto imposter syndrome. It’s the Operations Director plan after university was to do in a short space of time, sector offering an apply for roles. Greater I got the opportunity to classic 80/20 trope: men for Megabus Europe do a ski season, so I could we succeeded in setting representation at all levels progress through the apply to a role with 20% of to set up our European have had an alternate life in up a successful, good is helping to encourage ranks and four years ago the required experience, the mountains! quality reliable service depots. It was a hugely more diversity in our was approached to be HR whereas women think with a brand new team of competitive market, applicants. Director. I initially wasn’t they need 80%. We are so when the decision How has Covid-19 staff. This showed me that making great progress changed your perspective whilst it seemed like an sure whether to take the was taken to refocus What challenge have in gender diversity in on the industry? incredibly daunting task role as not only did I live on the UK I returned you learned the most senior leadership roles but to start with, by breaking three hours away from as Operations Director It’s been difficult for from in your career? complete gender parity everyone and all the job into smaller parts the office I also had three for the South East. It’s a is our ultimate aim. companies have had to Setting up the European we were able to make children to consider but great all-rounder job – I depots and network for look at working practises progress very quickly. after weighing up the If you weren’t in HR, what Megabus was the biggest get to balance working to see what changes need pros and cons, I realised would you be doing? with people with future challenge in my career as to be made to allow for it was a really fantastic I’d probably be on the shop planning and financials. we created the companies opportunity to be able floor in retail somewhere; I to own and shape the love the pace and pressure people agenda and to and could never give up make Moto an even chatting with customers! Dr Julie Humphreys Duna Irshaid Company Compass Group / Job Title Group Head of Diversity and Inclusion Company Perseus / Job Title Head of Architecture and Design

’ve been in HR for typical roadside offering. 20-odd years, starting I learnt a lot developing as a graduate and a brand from scratch Iworking all over the QUICKFIRE – we had to consider space in every sector what exactly customers What book has influenced What qualities are from retail to banking you the most? the most valuable would want and need. along the way. D&I hasn’t Next, I joined WeWork Invisible Women by in a leader? always on business’ Caroline Criado-Perez. Authenticity, humility, high as an interior designer, radars – indeed, for most It’s packed with shocking emotional IQ, and a sense and quickly advanced of my career, it didn’t facts and insights into how of humour! to Creative Director for exist as a ‘profession’ the world is largely built Northern and Eastern What’s the most grew up all over the in the UK. The work was there but always at the side for men and the impact interesting thing you’ve Europe and the Middle of a desk, waiting for someone to volunteer to take of this gender data gap seen or heard recently? Middle East before East. Although I loved on women’s health and moving to the UK it on. My own interest was piqued while I was Global I came across a report that creating something wellbeing. Ito study architecture. HR Business Partner at BNY Mellon, where I took said 90% of organisations consumers could directly on the responsibility of supporting a transgender Who is your role model claim they prioritise As a newly qualified enjoy, I missed the service within this industry? colleague through their transition. I was so affected diversity, but when drilling architect, I worked in a element of hospitality, so What do you find most by the difference I could make that I transitioned into Tea Colaianni – she is down only 4% of those luxury-residential-focused earlier this year I joined a force to be reckoned organisations prioritised rewarding in your job? There is so much a D&I‑specific role seven years ago. At Compass, traditional practice. When the luxury hotel operator with! Tea is humble and disability as part of When I’ve worked on the I support our 600,000 colleagues across 45 markets, I saw a job offer at Soho Perseus. The company’s innovation authentic in all she does. their diversity strategy. House, however, I realised physical design of a space, considering priorities, leading strategy and showing She really leads the way 14 million people in the mission is to refurbish and there is nothing better worlds away each country how we can implement initiatives for women in the industry. UK have a disability – that I wanted a change – run modern luxury hotels being part of the product, than seeing it filled by from white in a practical manner. that’s a lot of people that feel natural in their people and experiencing being ignored. as the client as well as the communities. At Perseus, the atmosphere as they tablecloths and designer, struck a chord We talk a What advice would you there is no set ‘style’ – use and enjoy it. give the next generation with me. I worked in-house every hotel, from Paris suits, so don’t lot about of women entering How have you seen D&I as basic as professional on their new concept to the Alps, is unique, What advice would you be scared to your sector? change during the last kitchen design can be a Mollie’s Motel & Diner, designed from local give the next generation microaggressions few months? barrier to female chefs Don’t listen to those which offers an affordable inspiration and engaging of women entering come in with and structural who say you can’t do it – It feels like a lot of – our physicality simply but contemporary and your sector? doesn’t fit! We’re trying to with the local community. new ideas and I was advised not to do organisations let D&I glamorous take on the Remember that ‘luxury’ do our bit to change what biases, but A Levels, and now I have fall by the wayside in no longer means made question old we can. there are so a doctorate! March as they focused for a specific kind of assumptions on business survival and person. There is so much How do we get better many practical If you weren’t in mental wellbeing. After innovation worlds away diversity at a leadership something and stayed hospitality, what the tragedy of George QUICKFIRE from white tablecloths and challenges level? silent, but someone else would you be doing? Floyd’s murder, however, suits, so don’t be scared to says it five minutes later I’m part of Speakers for everything changed, You need advocacy from come in with new ideas and we haven’t What book has influenced Ferris Show is one of the and gets credit. Trust your Schools, so I’d love to be thrusting D&I into the the top – our group CEO you the most? question old assumptions. most inspiring career voice even if it conflicts examined yet in academic access and spotlight. It was my job to has been a powerful force stories I’ve heard. Her Nothing is set in stone! How to Win Friends and with others in the room: outreach. make everyone feel safe, in keeping D&I consistently journey started with buying Influence People by Dale you’re there for a reason. and to amplify the voices on the agenda. We’re Carnegie. I’ve read it time a rundown motel and If you weren’t in of our Black and ethnic proud of our internal ended with her building a hospitality, what would and time again, a powerful What attracted you minority colleagues. leadership development reminder of how we should strong brand, which shows you be doing? programmes, but you a tenacity that can inspire to work in HTL? behave around others if I’d be a marine biologist, What are the biggest have to balance that with women no matter what In a traditional architecture we want to make a real exploring the whole world challenges facing external recruitment to get career they’re in. firm, what you design impression – by showing a that lives parallel to ours women in hospitality? new blood in the mix. is delivered by other genuine curiosity in others What qualities are the beneath the sea. We talk a lot about and a true desire to learn most valuable in a leader? people. In hospitality, microagressions and about them. Empathy. To lead people the connection with your What advice would you product never ends. You structural biases, but there Who is your role model one must be able to give your younger self? are so many practical within this industry? step into their shoes and can always physically visit Don’t let fear hold you back challenges we haven’t understand things from and make adjustments to Liz Lambert. Listening to from speaking out. I’ve had examined yet. Something her podcast on the Tim their perspective. continually improve the times where I’ve thought experience. Sian Jenkins Erin Johnson Company ODEON / Job Title Head of Sales Company Travelopia / Job Title Marketing Director – Tailormade

rowing up in a fans have and working What do you find most What challenge have household of three through the challenge rewarding in your job? you learned the most strong women, of getting new customers I view my job as selling from in your career? Gmy mum’s adamance on on board, I grew to love people their dreams. Overcoming the stereotype a good education gave cruise. I discovered that Travelling is a privilege, of cruises – they’re not just me a certain drive. She general marketing is now more than ever, and for the newlywed, over-fed opened the initial door where my strengths lie, being able to take people and nearly dead! Top of my into hospitality for me, so I went to the Chartered on an escape away from agenda was encouraging their own four walls is very new customers who had as I worked in her café- Institute of Marketing special. previously turned their bistro while I studied, for postgraduate studies. nose up at cruises to where I got a kick out After 15 years I felt there What advice would you take the plunge. When I of offering people the best service and seeing them ’ve been in the travel was an opportunity for me industry for 20 years give the next generation speak to them afterwards come back. I’ve always had a mentality that suited to broaden my knowledge of women entering they’re often converts, – it sounds a cliché, sales, so after studying Hispanic studies at university in the sector, so I joined your sector? so deconstructing their Ibut I got the travel bug I took a job selling children’s educational books door- What do you find most experiential travel initial barriers presents I’ve had to as a child admiring my On the last day of my to-door. The experience taught me a lot about what rewarding in your job? operator Travelopia as university placement, an exciting marketing grandfather, a pilot, in kind of salesperson I did, and didn’t, want to be. In every company I’ve been develop a marketing director for the my boss wrote down challenge. Next, I moved into sales recruitment, where I found at I’ve worked my way up the 1970s. During my Sovereign Luxury Travel ‘persevere’ on a scrap the male-dominated environment tough at first but to a management role, balance between business degree I did a and Citalia brands. I love of paper. I still have it, and What do you hope the HTL sector will look like relished the challenge of moving right up to managing because I get a buzz from placement at a student the variety of working it still rings true: if travel is being thick- in 5 years’ time? our London office. I was approached by a photography seeing people thrive and travel company (USIT with partners across the your passion, don’t give up agency client, Bill Gates-owned Picture Library, to make develop. skinned and Campus for those that spectrum of travel and on the industry. We’ve dealt I hope we take a more with all kinds of setbacks, mindful approach to a switch in-house. I started as an Account Manager, not forgetting remember), which stood hospitality to create What advice would you but there are always going seeing the world. We working my way gradually up to Global Sales Director me in good stead to get our packages, and the give the next generation empathy and a sales and marketing to be opportunities for need to remember the selling content to media clients including books, of women entering ethos of giving people motivated people to offer environmental wins we magazines and newspapers. Most recently, I moved emotional internship at a cruise unique and unforgettable the sector? line post-graduation. fresh inspiration. saw at the beginning of to Odeon as I was drawn to our senior leadership experiences is so exciting. lockdown and remain Don’t put so much pressure intelligence Between the loyalty its and our values. on yourself. Be confident If you weren’t in travel, conscious of our carbon what would you be footprints as time goes that you’re as good as inspires many of the more doing? on. I would also love to everyone else. junior females within our see us leverage the new business. It’s important to I’d be in fashion. My mum technology of the last six What challenge have me to help other women made the majority of my QUICKFIRE QUICKFIRE months, as consumers you learnt the most see it this way too, and clothes growing up, so I from in your career? value the creativity and will now expect a Zoom What book has influenced self-assurance, eagerness build their self-confidence What book has influenced a strong and strategic nonconformism of the or Reels experience over you the most? to always be better, build Navigating tough bosses. to eradicate that inner you the most? leader, as well as enjoying industry. a static travel brochure. a team consisting of Every role I had pre-Odeon self doubt. Now more Eat that Frog by Lean In by Sheryl her family. different skillsets which was surrounded by men, role models are starting Brian Tracy. Sandberg. Read during What qualities are encourages healthy so I’ve had to develop a to become visible, I want Who is your role model debate. balance between being women to realise their my second mat leave, the most valuable within this industry? thick-skinned and not potential and connect it massively left an in a leader? What’s the most impression to show that More within an extension forgetting empathy and the dots. The ability to listen, interesting thing you’ve women CAN have a family of the industry – Karen emotional intelligence. By flexibility and nurture seen or heard recently? and career. Stacey, CEO of Digital balancing understanding What attracted you to bring out the best. Cinema Media (DCM). It actually came from Who is your role model Joe Biden’s victory with strength in leadership, to work in HTL? What’s the most What qualities are within this industry? speech where he said you get the best results. I love that we’re worlds interesting thing you’ve the most valuable “we must stop treating away from the stuffy Lynn Narraway, the now seen or heard recently? in a leader? our opponents as our How are you encouraging corporate culture of other VP for Holland America One of my sons is learning Empathy, energy, humility, enemies.” more women into the industries. When I visited Line and Seabourn in the about ancient Rome at strength of character and sector? Odeon cinemas during UK. She was my former school and I’d forgotten I’m a big believer that my interview process, boss for 10 years, and has how much their words become a dear friend a being a woman is an my takeaway was how influenced the English mentor – a true example opportunity – I feel that welcoming the people language. of how a female can be our female MD at Odeon were, which really drew is a great role model who me in. Noelle Jones Mandy Kaur Company Compass Group UK and Ireland / Job Title Managing Director – Chartwells Independent Company PizzaExpress / Job Title Head of Legal

hen I was spent 15 years in a child, we Finance and IT, but it moved to wasn’t until I worked SingaporeW and I attended QUICKFIRE Iin children’s services that QUICKFIRE boarding school in I realised I wanted to be What book has What qualities are What book has influenced all else just be kind, it costs the UK, which instilled influenced you the most? the most valuable part of the conversation you the most? nothing and can make a love of travel and for change. I self-funded I have read many books in a leader? Rising Strong by Brene a huge impact. understanding people. I through the years and For me it’s relatively my law studies alongside Brown – this book explores What’s the most abandoned my plans to there are probably two simple: being self-aware, a day job in IT admin how to cultivate courage interesting thing you’ve study accountancy when I that have inspired me great communication with at Gondola Group. The from failure, compassion seen or heard recently? fell in love with hospitality at different points in clear transparent plans workload was intense: from shame and grace A quote from a speech and joined Whitbread’s management programme, my leadership journey, and expectations, and I averaged 60-hour weeks on top of my studies, from disappointment. The Theodore Roosevelt spending 18 years doing everything from running busy the first being Building ensuring your behaviours but I learnt that if you’re determined and embrace sooner we recognise that delivered 110 years ago, sites to regional management. I moved into catering the Happiness-Centred and work ethics are always discomfort, anything’s achievable. I conducted in-house our failures don’t define us, referred to as ‘The Man in Business by Paddi Lund. impeccable to influence the better chance we have the Arena’. It’s framed on as a stopgap, but I got encapsulated in the industry The other one I read and positive behaviours work experience by supporting Gondola Group with the to lead with success. and didn’t want to leave! I started at Compass as a sale of the Byron, ASK, Zizzi and PizzaExpress brands, my desk, reminding me that made me think and onwards. Who is your role model each day to show up, be contract manager in MOD Whitehall, moving on to consider my leadership before moving over to PizzaExpress as its Group Legal within this industry? brave and never give up. Chartwells’ university division in London in 2011. After techniques is The Chimp Counsel to establish the Legal Function at PizzaExpress. My team, our future role Who would have thought Paradox. three and a half years it felt like time to graduate As Head of Legal, along with the UK & Ireland, I’m models. They inspire me 110 years later those words from freshers’ events, so I went back into government also responsible for our newer markets in the UAE, every day to be better, try would inspire leadership services, looking after high-profile security sites and Singapore and Hong Kong. harder and remain agile. whilst navigating a global What are the biggest great succession plans so pandemic! government agencies. I circled back to Chartwells this challenges facing women we don’t lose great women. What qualities are What do you find most What moment has had year when I was offered the MD Independent position, in HTL? the most valuable rewarding in your job? the most influence on in a leader? predominantly looking after schools. As a former Not getting your face What attracted you Being of service to your career? boarder myself, it’s an exciting space to be in, where I out there – we need to to work in hospitality? Accessibility, authenticity, people, which links back During our D&I meetings, can give back what I learnt as a child to add something fly our own flags rather accountability and above I love that it’s a job, a to the values from my Sikh I’ve shared how I was often special and engage pupils. than shying into the lifestyle and a social life all heritage. one of the only people background. There’s a in one. You become part of colour at my school in What do you find most If you weren’t in perception that you won’t of a family, which builds step into their abilities. What advice would you Canada and Ireland. I didn’t There’s no rewarding in your job? hospitality, what would come back all guns blazing strength of character, and It’s about modelling give the next generation feel included, nor thought the right behaviours – Challenging my team in the you be doing? after maternity leave, though the public is a point setting of women entering I fitted in. My parents there’s no point setting same way my best bosses Accounting – I love an but your lifestyle choices tough place to be the life- your sector? would often come home development objectives development pushed me. Everyone’s Excel spreadsheet! shouldn’t curb your career skills last forever. sharing their experiences if you don’t supply the goals are different, so I opportunities – we need Don’t hold out for more of racism at work, and toolkit to achieve them. objectives if you mentor them to satisfy their How are you encouraging visible female leadership; seeing how that affected It’s our responsibility to own personal ambitions. more women into the we’ve not hacked that yet, don’t supply them encouraged me to demonstrate the right sector? so it could be a long time. dispel those myths in my behaviours to inspire hearts the toolkit to What advice would you Instead be one, come join I mentor young women to us, build each other up, own workplace. Our D&I and minds. give the next generation give them the confidence committee name includes achieve them of women entering support each other; don’t to try new things. We need sit there waiting for others, ‘Belonging’, as belonging What do you hope the your sector? to champion each other, encourages us to be Team are navigating be part of the solution and HTL sector will look like Covid-19, by recognising When a job feels like a giving our time and effort conversation of change. ourselves. in 5 years’ time? step too far, just give it to make sure everyone’s that creativity, innovation More diversity in a try. With perseverance, voice is heard. The ‘macho’ How are you encouraging and change are borne out If you weren’t in boardrooms: every person honesty, and hard work, chef stereotype comes more women into the of open and vulnerable hospitality, what would around that table needs to you can probably do it! with the territory, but I’m sector? conversations; a much- you be doing? have equal influence and Sometimes, however, you optimistic about the strong needed disruptor. This starts with you. I impact on decision-making. do something for the right women rising up from Motivational speaker or coach. work on empowering Currently, our Leadership reason and it blows up in apprenticeships. my all female team to your face, but that’s okay – you need to make the mistake once so you don’t do it again. Joanna Kurowska Salome Legesse-Dunn Company InterContinental Hotels Group / Job Title Director of Operations Company Holiday Extras / Job Title Commercial Finance Director

studied political What do you find most hospitality schools of hough British by What advice would you a hurry to chase what science in Warsaw and rewarding in your job? Lausanne and The Hague. birth, I grew up give the next generation you think success should Lyon, and though I I made a commitment It’s now a prerequisite that and studied in of women entering look like. Pause and find organisations consider your sector? what makes you happy, as Ididn’t go into diplomacy to myself to always ask Tthe US. I shotgunned as planned, travel has “how can I help”, to diversity of all types and into corporate America We have a way to go in that should dictate what at every level as they ‘success’ means to you, been in my blood since listen before offering a after university on a travel in terms of female solution. My purpose is move forward. leadership and diversity, and measure your choices those early days. management training against that. to be helpful and add programme at General but don’t be dissuaded. As I initially worked as an value to every interaction, What have you done to D&I gets a spot on more promote diversity within Electric that introduced What do you hope the IT consultant (based in every conversation, every roadmaps to growth, now is exchange. your organisation? me to the world of the time to be heard. Grab sector will look like in Bratislava), where one of finance. At the time, 5 years’ time? my projects brought me I co-chaired the foundation this opportunity by starting What advice would you of our partnership between I thought corporate conglomerates were the only place in your own organisations. The pandemic has forced to the opening of a Radisson hotel in Senegal. I spent give the next generation IHG and Change 100 I could succeed (it was the 90s after all!), and though And most importantly, pull all of us to grow up in six weeks in Dakar helping the team build the world of of women entering from our head office in I learnt a lot I didn’t think the environment enabled each other up, don’t push travel and embrace the new hotel. The genuine interest in the product and your sector? Denham, an initiative the best version of myself. I took a huge risk – and a each other out of the way. change quickly, from hospitality spirit that permeates the business resonated Find a mentor. Mine which facilitates internships huge pay-cut! – to join a start-up, which was the right Women are formidable remote working policies with me. The experience changed how I looked at my have steered me through and integration into the organisation for me to diversify my skillset and align when they join forces. to adapting to the new career. I wanted to play a part in a people-focused my professional and workforce for people with myself with colleagues who shared my values. At that digital age to encouraging disabilities. I am also very If you weren’t in travel, responsible, safe travel. business and stay in this people-centred environment. personal life. pivotal moment in my career, I felt like I had found my proud to sponsor our what would you be These trends will continue The first chapter of my hospitality career was in finance, RISE programme, which ‘happy’ for the first time, and was more productive doing? to challenge and change How are you encouraging driving change as a result. That laid the groundwork for where I moved through Croatia and Mozambique as more women into the encourages female rising Writing – anything and the ways we work and our my move to Holiday Extras, which suits my inner travel director of finance at Radisson. sector? stars to go for general everything! I rediscovered ability to attract consumers management positions. addict and provides the entrepreneurial, innovative to travel. I hope to see I try to lead by example the power of words as My journey at IHG began in Europe, when I was brought and passionate environment I thrive in. I inherited that continued speed in and demonstrate that a creative outlet during back to my home country of Poland to be finance What career advice a 30-strong team as head of finance, where my mission response to change. I hope everyone can achieve lockdown. would you give your to see our industry come director at our fabulous InterContinental in Warsaw. their dreams. I believe was to bring the function into the 21st century by younger self? together through more I moved across a range of finance roles, leading central in sharing my story and building more meaningful partnerships with businesses. What advice would you partnerships and strategic Europe and then the whole continent, while moving my challenges, so I have Be patient, don’t run, In my current role I have a seat at the leadership table, give your younger self? alliances in the battle for to our head office in Denham, near London and finally given lectures at the and enjoy the ride! which encourages me to drive change on a much Breathe through the our survival. switching out of finance last year. wider scale beyond finance at HX. pressure; don’t be in

Building on my international foundation I moved to operations, running the Northern Europe managed operation side of the business out of Frankfurt. My job QUICKFIRE now involves supporting our General Managers and QUICKFIRE overseeing the performance of almost all our brands What book has and Playing Big by Tara What book has influenced Who is your role model from mainstream to luxury. influenced you the most? Mohr, which encourages Personally, Never Let Me readers to “take a leap” you the most? within this industry? Go by Kazuo Ishiguro – and face their fears. I read a lot! So it’s hard Tricky as there are so many beautifully painted but What qualities are to narrow that list down. great, inspiring leaders in heartbreakingly picture the most valuable I’ve recently finished our industry. But I’m going of what might become in a leader? Brene Brown’s Dare to give this one to my of a society, if it forgoes Courage to do the right to Lead. Brene’s book fellow female colleagues its values. thing, compassion to doesn’t just spout theory at Holiday Extras. For Professionally, Option B listen to understand on what makes for great allowing me to be my true by Sandberg, that speaks and not to judge, care people management self and challenging me about a power of resilience to genuinely lead. and leadership. She puts when I’m not. For picking (so relevant nowadays!) her real life experiences me up when things go (successes and failures) on wrong and for cheering the table as foundations me when things go great. for her learnings on how For being courageous and to be a daring leader - in defying the odds. And for life not just business. Her being the hardest working values really resonated bunch of people I’ve had with me. the pleasure knowing. Echo Lu Catherine Lynn Company Haulfryn Group / Job Title CEO Company Parkdean Resorts / Job Title Chief Customer Officer

hen I finished and it was a cause that my economics resonated with me. degree, I left As CCO, I look after myW native China to study QUICKFIRE revenue, customer, QUICKFIRE for my master’s degree sales and marketing, What book has influenced What’s the most What book has influenced What qualities are in the US. To me, the two you the most? interesting thing you’ve the contact centre you the most? the most valuable disciplines are inextricably and everything digital. Switch by Dan and Chip seen or heard recently? There are many, but The in a leader? linked: economics is Heath; the best change I listened to an interesting Endurance by Caroline The ability to inspire about allocating and management book programme on Digital What do you find most Alexander is a standout; people around a maximizing resources I have read. Planet (BBC World Service) rewarding in your job? a story of survival through common purpose, and human resources are about the secrets behind I get my energy from Shackleton’s strong, build the capability Who is your role model started on a graduate surely the most valuable resource of all. I cut my teeth within this industry? the success of Game of leading people, whether inspiring leadership. needed for success and Thrones – a very plausible scheme at Sainsbury’s that be my direct reports create the environment in pharmaceuticals before moving to Tesco, where I am still learning about Who is your role model and almost real-life social and ended up staying or our passionate park where the team thrive; I shifted gear from HR to more general management- the industry but I have within this industry? network that links the I12 years at what was a team. Bringing teams and possessing a strong focused roles. I’m very grateful that Tesco’s senior been impressed by Bob I have been blessed 2,000 characters and their together to take a walk sense of integrity. leaders had the confidence in me to create and invest Iger at Disney. fantastic training school. to work with many 41,000 interactions, using in our customers’ shoes, What’s the most What qualities are I took all the retailing inspirational CEOs in a two-year bespoke CEO development programme data analysis. challenge, create change interesting thing you’ve the most valuable skills I’d developed and throughout my career, and for me, despite having had no prior operational and make great things seen or heard recently? in a leader? pivoted into aviation to I have learned from them experience. I found that in order to learn a new happen. all. Each one is different There are more people discipline such as commercial or property, or a new Courage and conviction. head up cabin crew for a start-up airline. Again, and each one has shaped in the world working in market like India or Sweden, you need to know what What attracted you to my career: Barbara Cassini, digital marketing than I loved the combination good looks like and what are the right questions to ask. What advice would work in hospitality? Andy Harrison, Carolyn in delivering clean water of retail and service McCall and now Steve supplies to the global I am a curious person, always seeking complex and you give to the next The most Being customer-facing is and worked my way up Richards. population – just made new challenges. This curiosity took me from Tesco on generation of women close to my heart, and I important through operational and me think…. to Managing Director roles at Homebase and Holland entering your sector? feel very privileged to be & Barrett. Having worked across over 20 international words are strategic roles in the part of the team enabling Stop being a perfectionist. airline space, which was markets in multiple disciplines and different sectors, Ensure you have at least people to connect and How have you seen the to change a traditional those you say an interesting switch. I I realized that it’s less important what you do; more two back-ups in your enjoy the stunning scenery industry change on D&I industry, as we have to important why you do it and who you do it with. I was tiered personal support to yourself: covered every commercial of the UK for a weekend in your time in HTL? grow both bottom-up function at the company, or a week. I see holidays attracted to Haulfryn because the Board had like- network so, come what We’re starting to and recruiting in. no one can before transitioning to as a social service: they are minded people with shared values and goals. I am also may, the stress is taken acknowledge that women out of juggling child- Group Strategy and for everyone, so we need What are the biggest excited about the potential opportunities in the leisure put you down the great leadership to general managers, though sector and within Haulfryn itself. care responsibilities. Network Director during scarce, often perform challenges facing women And remember, the most unless you my final couple of years help make those amazing in HTL? holiday experiences. brilliantly. It’s difficult important words are those let them there. In that role I was I think there are two things, you say to yourself: no one in charge of network awareness of the sector can reject you or put you How are you encouraging development, which is and the perceived long down unless you let them. more women into the the heart of the airline – hours culture: ours is a sector? where we fly to, what our 24/7 business, and we If you weren’t in encourage our regional and Almost half of my executive markets are, and what hospitality, what general managers to be team are women, and our directors are doing. would you be doing? flexible on location, which I expect to see women on I was very lucky to be I might be a neuroscientist can reduce the talent pool. every key hire shortlist. or behavioural economist. surrounded by sponsors There are benefits from I am personally mentoring Human judgement is often who were unfailing in giving people multi-site a few high-potential very flawed and human their confidence in me. breadth, but also benefits women globally. I am really behaviour can be quite Though I hadn’t planned from expanding the range looking forward to joining irrational – I think studying on taking another of people we recruit into the WiHTL advisory board how the brain functions and this exciting business. to help make a positive executive position, this how behaviour impacts the impact. role at Parkdean ticked economy and businesses all the big Cs on my list: would be very interesting. it was customer-facing, it needed a change, Tess Mattisson Julie McEwan Company Choice Hotels International / Job Title Senior Director, Sales & Marketing EMEA Company Big Table Group / Job Title Brand Director – Las Iguanas

every single guest, every college before suffering single time. My passion through 5 a.m. breakfast for people evolved into shifts as a chef at Crest one for leadership, as Hotels. The hard work I realised that if I can’t opened the door to be on the floor 24/7, I senior management need to know that my positions, though, so teams will bring the I joined Whitbread, same enthusiasm to climbing the ladder from providing phenomenal GM to operations support service. Given my time in manager to senior area started in hospitality as hospitality has coincided y working life manager for Premier a teenager and working with the digital disruption started when Inn. There, I received with people has been of our industry, a lot of my I stumbled the best coaching of my Ia running thread through Macross a pair of burgundy role has been equipping career, falling in love with my life ever since. My first winklepickers in a shop adore it – the atmosphere responsibility builds up people to transform their business improvement. is zany and exciting, and your skillset and creates career was as a singer, area of business and window and needed a job After a period at another as though I had never to afford them – I was 13! our young team brings a bigger network of move into the digital pub company, I was sponsors. wanted to be an artist, I My first role was washing together so many cultures space. Five years ago, I What do you find most How has Covid-19 headhunted into Las as one. Two years ago loved giving something to rewarding in your job? changed your perspective up sherry glasses at a switched to the franchisor Iguanas, part of The Big I thought I could help How have you seen the my audiences to brighten on the industry? wedding venue, which I industry change on D&I side and relocated to When I’m told something Table, as the company is take the business to the their day. I restarted my can’t be done, and my was asked to take over in your time in HTL? London, where I’m in Our established ways of called now, as Operations next level, so I applied for career in hospitality aged team proves them wrong projecting demand have myself four years later. I charge of commercial Director for 30 sites. The the brand director role. The next generation won’t 30 after turning down the twice over. been turned upside down, loved the hospitality trade stand for just men at the growth. My biggest brand was new to me, but I wouldn’t change it for job offer twice! I knew so we’ve needed to think from then on, completing top. Young people ask focus has been changing I’ve come to absolutely the world! I wanted to work in an the perception of the What advice would you outside the box to contend catering qualifications at during their interviews what give the next generation with the prospect that energetic environment, marketing function, so we’re doing to promote of women entering everything we’ve built diversity, which is a stark and eventually I was we build a culture where your sector? could be gone in a week. The next contrast to when I joined. won over. For me, hotels we’re understood to be a Don’t apologise, and How we do business needs centre on giving that serious business driver in generation won’t exceptional experience to don’t question your to reflect our ways of QUICKFIRE What have you done to and of ourselves. opportunities. It doesn’t working: annual check-ins stand for just promote diversity within matter how you got your have become weekly, and What qualities are What’s the most your organisation? the most valuable interesting thing you’ve men at the top chance, but it’s on you to much more driven by data Sitting around the board in a leader? seen or heard recently? make the most of it. and insights. table has opened my Authenticity, always be you For me it has to be on QUICKFIRE What advice would you eyes to where we are on If you weren’t in What are the biggest and not what people are how consumer needs give the next generation our journey: it’s our job to hospitality, what challenges facing women wanting you to be. A great are changing and how What book has influenced What qualities are of women entering make D&I something we would you be doing? in HTL? leader always builds an quickly too. I recently did live and breathe. We share you the most? the most valuable environment of trust, where some research into the your sector? People are creatures of in celebrations of every The Pippi Longstocking in a leader? Healthcare, as I studied people can be themselves “youth” of today and habit, so when we look to When obstacles get in your culture and religion – we books by Astrid Lindgren To be able to listen, set behavioural science. and be their very best how we engage our next recruit senior management, way, ask yourself whether that I read as a child and clear direction for the without compromise. generation of teams as well hosted our Diwali event we often go for the this is really the end of the that set the bar for what a business and show a What career advice as guests, for Las Iguanas over Teams! Inclusivity safe bet, which tends to Be inspirational to others road, or if you can make drives performance, so strong, independent and genuine interest in people. would you give your – someone who promotes in particular. I found it be men with extensive change happen. we’ve reviewed training somewhat unconventional What’s the most younger self? their team, rather than fascinating and we all have experience. We need to and employee benefits woman is all about. I live interesting thing you’ve Don’t get too hung up on themselves. a lot to do in not only What career advice by the quote: ‘I have never break this habit, be bold attracting talent, but also with a diversity lens. seen or heard recently? what’s straight ahead – Patience – this is huge and would you give your tried that before, so I think and recruit based on talent nurturing and keeping hold Working alongside our How a crisis brings out you’ll miss out on so much. underrated as a quality. younger self? I should definitely be able and potential instead of of it too, none of this will teams in The Big Table, the best, and worst in Go for the things you don’t I sometimes frustrate to do that’. only experience, and start be easy and there’s not a I used to shy away from we are building on our people. I have always been know how to do yet, as people as I may take a hiring women in leading “one size fits all” approach. taking projects on for fear wellbeing and belonging interested in people’s that’s how you find out little longer to come to a positions to be able to Something that will be on that I would fail. I wish I activities to understand behaviour and this past there’s a whole world out decision, but I know I have carve out a balanced path my radar with my team. had believed in myself year has really presented there waiting. been considered and make our employees and ensure to the future. earlier, as taking on more a whole new layer. no apology for it. they feel part of our family. Diane Mulholland Chantelle Nicholson Company Enterprise Holdings Scotland and Northern Ireland / Job Title Managing Director Company Tredwells & All’s Well / Job Title Chef Owner

y first job after we opened the Gilbert I finished at Scott in 2011 with me Trinity College as a first-time general MDublin was promoting a QUICKFIRE manager. That was a lager brand at Guinness real trial by fire: I was Who is your role model What’s the most during the World Cup – within the industry? interesting thing you’ve launched into everything the most fun graduate from marketing and PR Internally, our CEO Chrissy seen or heard recently? role ever! When I went Taylor, and externally, How ‘know and owe’ to reservations and site back to Belfast to study Sophie Dekkers at easyJet. comes into influencing maintenance. In 2014 programming, I joined Both are authentic and people – make sure we opened Tredwells, Enterprise Rent-A-Car with passionate. people know and trust you, the group’s first studied law at home little idea of what car rental was beyond airport desks. We What qualities are most and that you help them. standalone restaurant have a unique model where you run your own business valuable in a leader? What book has in New Zealand, but in Seven Dials. A few with little real passion. within an international corporation, which excited me as Honesty, and staying true influenced you the most? months after opening, IInstead, it was in the someone with big dreams but no proven track record. to yourself. There’s no single one: I had to get back in the After six months of knocking on doors to help scale the I enjoy reading everything kitchen jobs I worked kitchen to keep things business, I was given my own branch – I thought they from John Collins’ Good alongside my studies, at ticking over, but I loved were crazy! My manager told me that my naïve positivity to Great to holiday fiction! a café and a boutique balancing both sides so and can-do attitude were strengths, and as I progressed hotel restaurant, that much that I took over from branch to group rental manager my confidence as a I found my groove. I myself in 2017. With full entered a Gordon Ramsay What do you find most appreciation of people, leader grew. After doubling the size of the business in that ownership for Tredwells, rewarding in your job? and I hope restaurants and scholarship competition role I was promoted to director level, collaborating with I was able to implement Getting to see the fruits consumers alike think twice all of our British and Irish operating groups and partnering and, though I didn’t win, I more of my own ethos about the true cost of food, landed a job at the Savoy of our labour first-hand closely with our global CEO, the third generation of the around sustainability and on a daily basis. I find it moving forwards. Grill in London. Marcus founding family, to visit all 340 UK branches. As MD, regeneration: in 2018, I really rewarding to observe I spearhead three brands and three businesses – Wareing was Chef Patron, wrote my first cookbook how the plates of food What do you hope the a big jump from the 25-strong fleet when I started! but the prestige of the championing the plant- we physically create bring sector will look like institution was lost on based food I’ve enjoyed people pleasure. in 5 years’ time? What do you find most bootcamps and wellness me at the time – I was since my childhood spent I hope we’re on track for rewarding in your job? retreats – ideally on naïve, and all the braver on my extended family’s What career advice our 2030 sustainability a Greek island! I’m so privileged to give for it! I moved to Marcus’s stone fruit orchard. would you give your targets. I’ve recently taken our young management restaurant at the Berkeley younger self? up a seat on the London trainees the same growth What challenge have you in 2006, where I dabbled See and do as much as Waste and Recycling opportunities I was given. learned the most from in operational roles until possible. In my first year at Board, and it’s great to It’s unbelievable what you in your career? the Savoy Grill, I was like a be around likeminded can achieve when you When I moved from sponge: there was so much people passionate about put your heads together branch to area manager, realised the longevity of minute, so we’ve had to to learn that my 18-hour implementing a circular behind a common purpose. I struggled with managing our business is contingent readjust our models to days weren’t enough! That economy; repairing what my teams from afar. I hadn’t on diversity. I have had accommodate this new QUICKFIRE buzz was proof I was doing we have rather than What advice would you yet figured out how to set great sponsors and I try norm. The speed at which the right thing. replacing it. give the next generation expectations and empower to do that for others, so our teams have adapted What book has influenced What qualities are of women entering people to meet them. I run a Women in Rental to keeping our customers you the most? the most valuable How has Covid-19 How are you encouraging your sector? When I returned to the programme to give female and people safe has been Setting the Table, by in a leader? changed your perspective more women into the Don’t be too hard on role after maternity leave, branch managers the humbling. Danny Meyer. It is Passion, empathy & on the industry? sector? yourself – it’s okay to make motherhood had taught skills and confidence to effectively the bible a sense of humour. Pre-Covid, the industry Outreach is key to making mistakes. That’s how you me that the best leaders communicate across the Motherhood for hospitality. What’s the most had reached a breaking women visible where they learn! You have a voice, step back and delegate. business. Who is your role model interesting thing you’ve point. The closures haven’t been historically, so and your opinion is valid. taught me within this industry? seen or heard recently? have been devastating, I talk whenever I can about What have you done to How has Covid-19 I don’t have a single one; That there were but they have made us the benefits of the industry. promote diversity within changed your perspective that the best If you weren’t in travel, just qualities that inspire vineyards in Holborn reflect on how crucial After that, it’s self-fulfilling: what would you be your organisation? on the industry? leaders step me from many - Ruth in the 13th century. neighbourhood restaurants women see the inclusive doing? Because we hire the Given the everchanging Rogers, Dan Barber, Doug are to local communities. environment in our kitchen I love helping people, brightest new talent and restrictions, everyone back and McMaster, Danny Meyer. The pandemic has enabled during trial shifts and they so possibly running promote from within, we is ‘staycationing’ last delegate collaboration and an want to get involved. Vicky Nolan Ela Osterberger Company William Hill / Job Title Property and Estates Director Company Deliveroo / Job Title Director of Data Science Hill, I had preconceptions Group’s data science What do you find most We need to about the betting industry unit, helping clients from rewarding in your job? and I wasn’t sure it was Harrods to Cadbury At Deliveroo, we’ve encourage the right place for me, answer strategy questions grown so quickly that girls to take even as a football fan like how to spend their we’re constantly hiring who enjoyed a bet on the marketing budget or how brilliant people to sustain on STEM Grand National. However, best to segment and grow our growth. It feels like a subjects it’s a big-hearted their customer base. One constant bootcamp – I’m learning so much about organization that makes day it dawned on me both leadership and new What have you done to colleague and customer that although I enjoyed technical innovation. promote diversity within wellbeing a priority and consulting, I wanted to your organisation? worked my way I met some of the most studied economics see projects through up from an entry- in Vienna, but it was What advice would you We do a lot, from passionate and engaging to the end, so became give the next generation level admin job in only on a three-month sponsoring events that people I know. The part of the team at The of women entering encourage minorities Itelecommunications. Iexchange in Amsterdam size of the opportunity Guardian where I stepped your sector? into the tech world to Back then, it was a male- that I stumbled across excited me. I lead a team into my first management Have someone to lean on constantly improving our dominated environment making sure we deliver econometrics, the role. While there, I recruitment approaches. option. It’s also important How has Covid-19 who understands how it with few women in senior statistical modelling We have also implemented best value and service for to get a good team changed your perspective headed up the audience feels to be a minority in leadership positions. colleagues, customers discipline I ended up data team, working with a team. Their role doesn’t mentorship programmes It motivated me to around you. on the industry? and stakeholders. That’s doing a master’s degree tech and editorial to have to relate directly to and started up reading work harder and push I think it’s taught us a yours, but they can provide groups. However, I believe everything from engaging How are you encouraging in. I came to London 10 build better products boundaries to progress lot about what can be the practical and emotional we need to start further with property owners and more women into the years ago, working for the and support their content in my career. I applied achieved in a short space support to boost your up the funnel. We need to shop refurbishments to sector? of time, and how you business intelligence unit strategy. Three and a for every opportunity confidence. encourage girls to take on tech support and fixing I’m a mentor in the cross- can overcome adversity of Europe’s printed phone half years ago I moved that came up, regardless STEM subjects. I’ve recently leaky roofs. sector 30% Club and through thinking creatively directories alongside the to Deliveroo, where I’m of my experience, and What challenge have been working with a local regular speaker at our and fast-paced decisions. former COO of Google Director of Data Science. school to do just that, and had roles in everything you learned the most What advice would you International Women’s Working together as an Europe. Our job was to We work on everything from in your career? have been involved with from telesales to IT give the next generation Day event. I take every industry on challenges is help SMEs transition from from routing algorithms the Girls in Data initiative helpdesk. I found my feet When I started managing of women entering opportunity I can to myth- also vital. We’re all guilty paper advertisements to and recommendations promoting role models in in service delivery and your sector? bust about the industry and of relying on established people, I had to have an online presence. Then to predicting the next some uncomfortable tech and data. project-management paint a truer picture of the protocol, but Covid has Don’t believe everything big trends. wonderful careers available shown us that disruption is I joined Omnicom Media conversations. For during Phones4u’s you hear about the many employees in any What career advice rapid expansion period. industry! It’s fast paced to talented women. always looming and agility would you give your and collaboration are key. workplace it’s very hard to From there I joined and dynamic with great speak up when someone younger self? German retailer Tchibo, people at the heart of it. is treated unfairly or I wish I had not been so where I learnt a lot Be confident and curious QUICKFIRE unconscious biases creep hard on myself about not about the positive role – don’t be afraid to give in and you’re not listened being the master of one something a go. What book has influenced Who is your role model that retail can play in to, but it’s important thing. In reality, I have a you the most? within this industry? local communities and QUICKFIRE to maintain those lines number of passions, and If you weren’t in leisure, I have always enjoyed Dame Stephanie Shirley. what does and doesn’t of communication so combining my interests into what would you be reading John Brockman’s She is a technology a job has made me more translate across markets. What book has influenced she’s never forgotten her others feel comfortable doing? you the most? roots and continues to books in which he brings pioneer, businesswoman opening up. successful. I then joined Telefónica together essays by the and philanthropist. I took a mid-career break The Servant Leader by Jim support the Stoke-on-Trent and spent a fantastic few most important scientific during in which I helped Autry. A practical guide community, which is where What qualities are minds. His latest book is years in operational and out at a local pub. Nothing to being a better leader I grew up. the most valuable Possible Minds: Twenty- transformational change beats chatting with new and getting the best out What qualities are most in a leader? Five Ways of Looking at management. We re- and interesting people. of people. valuable in a Leader? Authenticity, dedication, AI, but all of his books designed and digitized compassion, consideration, Who is your role model Authenticity, honesty and are a real treat for openness, objectivity, the retail experience What challenge have within the industry? integrity. An empathetic science lovers. selflessness, honesty, and transformed our you learned the most Denise Coates CBE, leader with a clear vision integrity, accountability, reward and recognition from in your career? founder and Chief and purpose who inspires decisiveness and programme. When I was Doing what’s right for the Executive of Bet365. and engages people determination - am I business even if it’s the Despite her huge success, to follow. offered the job at William asking too much? hardest and least popular Dasha Ovchenkova Anisha Patel Company Goodman Restaurant Group / Job Title Chief Financial Officer – Burger & Lobster Company Paddy Power Betfair / Job Title Director of Technology – Portfolio, Optimisation & Programme Delivery

was born and raised What advice would you What career advice t was great in Moscow, where I give the next generation would you give your schoolteachers who spent the first eight of women entering younger self? first got me engaged in your sector? Iyears of my career at It’s easy to be risk-averse Itechnology, and I went on QUICKFIRE Deloitte and KPMG – Invest in your education, in finance, but you need to study computer science and don’t be afraid to leave to always ask questions in What’s the most Who is your role model two wonderful companies at university. Without interesting thing you’ve within the industry? which taught me a lot. if you don’t find your job order to learn. a clear career path in seen or heard recently? Clair Preston-Beer I moved to London in rewarding – you only truly mind, I joined Tesco as succeed when you enjoy How has Covid-19 BBC recently reported at Greene King. She 2004 on secondment a bright‑eyed and bushy what you’re doing. changed your perspective that at this rate, it will take epitomises the qualities with the view to bring on the industry? tailed graduate on a another 60 years to close of a great leader. back my international rotational IT programme. the gender pay gap in If you weren’t in I have been amazed at What qualities are most learnings back to Moscow, but I enjoyed it so much I was lucky enough to get involved in the expansion the UK. hospitality, what how the industry has come valuable in a leader? What book has I haven’t left yet! My client at the time, Central European would you be doing? together to handle this of our international markets, from the US to Eastern Empathy, integrity, influenced you the most? Media Enterprises, offered me a job, so I spent five I admire investigative challenge. We’ve acted Europe to our engineering arm in India. My first scale resilience and humility. years working across the central and Eastern European journalists – they’re bravely, always with a smile, role at Tesco was running customer service systems The Chimp Paradox countries it served. By complete fluke, I then joined an organised, analytical and so I’m not scared for our across the UK before I switched into leading marketing by Dr Steve Peters. aviation company as finance director, which handled like getting to the bottom future: we’ll only come out development. We were the first big European retailer aircrafts and charter flights from Luton. The small of things, which I think are stronger. It’s not our first to transform its tech delivery in the mid-2000s – to do the lion’s share of company was a huge adjustment from the NASDAQ- qualities I share. crisis and we’ve been on a steep learning curve, but I was proud to leave with caring responsibilities, and As the mother listed corporation I’d come from, but I learnt a lot about the same page the whole Clubcard as my legacy. Next, I joined Whitbread to this imbalance leads to of two daughters, resilience and empathy through the challenge of putting What attracted you way through, so I think our lead technology across its consumer portfolio, where burnout. It’s about striking businesses into voluntary liquidation. I did another to work in HTL? agility will help us thrive. we made great strides in bringing customer service up balance between flexibility I try to smooth year in media before entering hospitality in 2015, when The people! I’m continually to date. Most recently, Paddy Power Betfair contacted and wellbeing, so we’ve the way so I joined Goodman Group. Burger & Lobster was going impressed by how warm me to look after a shared services portfolio. It wasn’t put initiatives in place to through a tough restructure at the time, so I came in and welcoming the industry an easy decision to move, as betting didn’t seem like support mental health. they won’t is. Everyone is so open- to recruit a new team and lay out a new business model. a natural cultural fit. As technology director, though, minded, so the sky is the face the same We went from loss-making to expanding into New York, I’m surrounded by great colleagues, and I’m driving What have you done to limit if you’re creative, risk- promote diversity within Singapore and the Middle East, and though it’s been the D&I agenda forward within gambling. I’m awestruck microaggressions taking and bold. your organisation? a rollercoaster, I’m still loving it! at the traction we’ve made, which shows how much appetite there is to change things. I’m the only female made the initiative a great technology director here, success, and now our D&I What do you find most will be there to steer and the only ethnic minority directors want to roll it out rewarding in your job? and catch you. director full stop. I sponsor group-wide. Black Lives our Lean In Circles, where Matter has prompted some QUICKFIRE I get a lot of satisfaction hundreds of women encouraging conversations from solving the complex If you weren’t in leisure, discuss barriers monthly. about race, so I’m What book has influenced Devil, faith, eternal love, problems I get thrown. what would you be you the most? Senior male advocacy has optimistic for the future. truth, justice, redemption, I surround myself with doing? people’s vices and The Master and Margarita bright people who can More and more in my role virtues. It has incredible by Mikhail Bulgakov. give me the answers philosophical depth, which I’m able to influence D&I For me as a Russian, this is beautifully delivered with I don’t have myself. strategy, which I see as my novel is an integral part great humor and elegance. ultimate calling. As the of me, I cite it, I reread I do think that this novel is What advice would you mother of two daughters, it, I have it on my shelf in one of the finest creations give the next generation I try to smooth the way so Russian and in English, of Russian literature of the of women entering they won’t face the same I buy it for my friends and 20th century. your sector? microaggressions. my colleagues, I imagine What qualities are Know your strengths, how the characters look What are the biggest and feel like I have the the most valuable amplify them and take challenges facing right to criticize any in a leader? risks along the way. I take women in HTL? television version of the Vision, emotional a Dr Pepper approach novel when it doesn’t intelligence and to life: what’s the worst The recent shift to agree with my vision. This communication. that could happen? Your homeworking is very book is about God and support networks, both challenging. I’ve noticed personal and professional, that often women continue Lisa Paton Vicky Paulson Company Wingstop Restaurants / Job Title Vice President EMEA Company Greene King / Job Title Operations Manager

started studying live and breathe manufacturing hospitality having engineering at worked my way up Iuniversity alongside QUICKFIRE Ito where I am today working part-time at - beginning with a What book has influenced admired for some time. McDonald’s on their junior you the most? Not only is he an avid waitressing job during management programme; A Levels. I found myself Lean In by Sheryl learner who leads with I loved the latter so much Sandberg had a huge integrity and authenticity, looking forward to going I decided to forego impact on me; for the but he also stays very close to work every day. I felt my degree in favour of first time I realised that to his team and customers such enthusiasm and hospitality. They invited everything I was feeling by continuing to work energy for the industry shifts in his restaurants. me onto their graduate programme, and I climbed up was perfectly normal! that I decided to pursue it as my career, starting out the ranks from assistant manager to GM to operations Who is your role model What qualities are at The Restaurant Group where I won ‘Restaurant of within this industry? the most valuable consultant where I was the only female on a team of in a leader? the Year’ as a General Manager and was appointed as Jens Hofma, CEO, Pizza 14! I then spent three years at Elior managing multiple Authenticity, courage the youngest ever Area Manager. I took a gap year and What do you find most sites across the UK, focusing on catering for stadia and Hut Restaurants UK is missed hospitality so much that I knew I had followed rewarding in your job? Successful someone that I have and kindness. concessions. That’s where I became more involved in the right path. As my career progressed, I knew The impact we have leaders are not the commercial aspects, which was a great opportunity I needed to get broader experience under my belt, so on employees’ lives is for me to dip my toe in the water of finance, legal and What do you find most that from the top – enabling I joined Boparan Holdings to get to grips with the fast- priceless. Pubs are an defined by business development. From there, I moved to Paris to rewarding in your job? everyone to contribute paced world of quick service restaurants. Pubs were the institution, so it’s humbling gender but by lead Pizza Hut franchises across Europe, transitioning I’m a natural extrovert, on a level playing field. final part of the licensed trade I wanted to experience to be part of a company from operations to business development. I returned so I get my energy from and I’ve been lucky enough to work for Greene King where the customer is those who get never an inconvenience. as growth director for Europe and Russia before joining the customers and What career advice for three years. It’s one of the best career moves I ever would you give your things done BrewDog as international growth director and retail teams that surround made! My current role is Operations Manager, where younger self? What advice would you me – I love this industry What career advice director for Europe. Most recently, I’ve joined WingStop I get to lead people who genuinely love what they do. give the next generation for the sheer volume of It’s not a race. The rush would you give your as Vice President, juggling leading the EMEA business of women entering those interactions! and desire to achieve younger self? with my part-time MBA. everything yesterday can your sector? Be confident and don’t What advice would you prevent you from enjoying Successful leaders are not be intimidated by the give the next generation the experience and finding defined by gender but by QUICKFIRE executive-level players. of women entering balance; I had a great those who get things done, I used to think my opinion your sector? leader who once told me to balance the pressure, listen Who is your role model measured approach’ wasn’t valid, as I hadn’t Resist the urge to be kinder to myself, I wish to others, take risks, and within this industry? when faced with a crisis had as much experience blend into a masculine I had heard that advice learn from their mistakes. Indra Nooyi – previous – something I still repeat and wasn’t as high up the environment. You don’t earlier! I have learned that I don’t CEO of PepsiCo. Indra’s to myself to this day. traditional pecking order. have anything more know everything, not even How have you seen the strategic redirection What qualities are Now I know that isn’t to prove than your of PepsiCo, along with close, but learn to trust industry change on D&I in the most valuable the case. male counterparts – if her ability to redirect in a leader? your instincts. your perspective isn’t your time in hospitality? the company towards Integrity, consistency, appreciated, don’t be There has been a significant What are the biggest environmental concerns calmness and the ability What challenge have afraid to move on. shift in the last five years challenges facing and sustainability was to see the importance of you learned the most The #MeToo and Black women in HTL? incredible – it was quite balancing both work and from in your career? What challenge have you Lives Matter movements Being accepted as a groundbreaking at the personal time. I’ve also Some years ago, going learned the most from have put more onus on credible candidate without time, especially from always believed that a from a company where in your career? boards to redress the feeling imposter syndrome a female CEO! sense of humour goes a I was well-known and balance at a senior level. and not feeling like a box When I had children, I was I will also always remember long way in this job – we established to a smaller It’s frustrating to battle has been ticked. on an all-male team who one of my first mentors work long hours and it’s organisation where I had through bias, unconscious didn’t understand the within the industry who great to have a giggle no track record but had to complexities of pregnancy, or not, in both recruitment taught me to take a ‘calm, with those around you. Greene King have many and employment, but produce those same results women in senior roles and childbirth and childcare. right off the bat. Though I loved that role, as leaders, it is our I am fortunate not to feel I made the decision to responsibility to affect that, however in the wider move to a more supportive change. We need to do business world, I believe environment. Now, as a everything in our power to this is still a present issue leader, I do my best to instil maximise every opportunity that must be removed. for diversity and inclusion. Suzanne Peacock Marta Pogroszewska Company TGI Fridays / Job Title Chief Operating Officer Company GAIL’s Bakery / Job Title Managing Director opportunity to reset the I quickly realised there all the highly capable, Work is a vision and implement a were so many chances competent and inspiring new strategy; everyone QUICKFIRE to grow for anyone with people I work with, significant part has responded determination, goodwill I continuously learn so of our lives, phenomenally despite it and an open mind. I had much from everyone. What book has influenced ‘available’ for those being a challenging year. you the most? you lead. over 15 job titles during and being able my time at Pret, starting You can have the best Start With Why by Simon What is the most product or strategy in the to help people Following the successful in team roles up to restructuring of Sinek. Its simple premise interesting thing you’ve world; however the team has always stuck with me seen or heard recently? operations in the UK, and is the best competitive fulfil their goals our operations the and can often be a real moving to the US to run opportunity arose for Very topical but regarding advantage there is. and dreams game changer. the true cost of the operations in New York fter I graduated me to transition into areers are what you What qualities are Covid-19 pandemic and in 2013. What are you the most is extremely I accepted a make of them: if Operations and my the most valuable just how long it will take passionate about in satisfying General Manager current role. Again a in a leader? for the world to recover you have a growth I came back to London in your role? Arole in retail. I realised Cmindset and inspiring fantastic opportunity to not just physically but also 2016 and joined GAIL’s as Authenticity, drive and Change and transformation it was the people that mentally and financially. leaders around you, you between the teams and the leverage my experience judgement – also being retail director, a couple from all aspects, particularly interested me and made to date and lead a can push yourself towards of years ago I stepped customers fosters a sense from a leadership angle of belonging. the move into HR soon fantastic business. I’m any opportunity. into my current role. is my passion. I was If you weren’t in difference to people’s after. It was a great really enjoying the change I spend my time setting privileged to learn, test hospitality, what would lives and create memories How has Covid-19 development ground, and the challenge! I started my career in direction and vision and experience leading you be doing? between families and changed your perspective which stood me in good Poland running my own through growth plans, change in most of the friends; such a gift. on the industry? stead to take on more What do you find most It’s always been a dream business, after completing building strong teams and jobs I’ve had in my career. of mine to have my own As we navigate autonomous HR roles rewarding in your job? my master’s in strategy establishing collaborative I love exploring and restaurant. Now I have over What are the biggest everchanging across manufacturing, The ability to have a and economy. I moved conquering the challenges 85 of them to keep me challenges facing women ways of working. My team circumstances, it has been real impact. Whether on to London 17 years ago of transformation and FMCG, and later busy! That said, if I wasn’t in hospitality? has an endearing fascinating to observe how business performance, the and fell into hospitality. sustainable growth hospitality and leisure. doing this role then that is I don’t believe the growth mindset and values drive decisions in people I lead, or the guests I took a night-shift role of business. what I’d love to be doing. challenges faced are leads a culture of high unprecedented times. We I’ve never had a perfectly we welcome into our at Pret so I could look different to those in performance. I’m are seeing the biggest crafted career plan; restaurants. In all the roles after my baby son, but What do you find most What attracted you other industries; but I incredibly grateful for transformation we’ve ever I’ve undertaken, my team rewarding in your job? instead I’ve built my to work in HTL? do think hospitality is seen around leadership career more organically have been a big part of my Observing how people styles and business A company’s purpose and a fabulous sector for success, and seeing them embrace the opportunities strategies; both have a by finding the roles values are very important to women to overcome those grow, develop and flourish and tackle the challenges huge impact on the future that motivate me and me and these have become challenges. The 24/7 nature is always very rewarding. they encounter in their of the industry. I’ve loved by making the most of even more important as of the business means QUICKFIRE careers. Seeing how people seeing everyone come each opportunity. I’ve What advice would you my career has progressed. there is so much flexibility grow personally and together to share best built a strong career by give the next generation In this industry we get to shape your role and What book has Steve Hewitt, James Watt professionally is definitely practices, foster ideas and launching myself into of women entering the chance to make a career around your life. influenced you the most? and Elon Musk. the most rewarding. push boundaries. whichever role – be your sector? The Mind of the Leader What qualities are Work is a significant part it international, UK- I’m a big advocate of by Rasmus Hougaard and the most valuable of our lives, and being based, strategic or inspiring people to join the Jacqueline Carter and their in a leader? able to help people fulfil operational – that offered sector as I believe it offers approach to leadership I highly value mindfulness, their goals and dreams is with mindfulness, me something new and a real opportunity for those selflessness and extremely satisfying. with a natural curiosity, a selflessness and interesting. compassion as well as good work ethic, and a compassion has influenced thorough accountability What attracted you me the most. My first foray into ‘yes please’ attitude when for self. to work in HTL? new opportunities arise to Who is your role model hospitality and leisure What’s the most I love being around grow amazing careers. Lots within this industry? interesting thing you’ve people and I love action, came when I joined of people at the top have I’m inspired by many seen or heard recently? high pace. There’s such a Merlin. I enjoyed the grown from within and that entrepreneurs across I’ve recently watched strong sense of community sector and moved to tells its own story. Grab various industries, The Playbook on Netflix at every location in a Fridays last year as every opportunity. Think especially by those with and I’m under the hospitality business, People Director. Joining a about why you should, not a growth mindset who spell of all the rules each with its own culture, completely new Executive why you shouldn’t. set audacious goals. the most genius sports Currently I follow closely teams and regulars. The Team provided a rare coaches live by. easiness of the connection Sarah Pope Sarah Powell Company The Big Table Group / Job Title CIO/IT Director Company Belmond Le Manoir aux Quat’Saisons / Job Title HR Director

thought I would go t university, a rather into arts or graphic narrow-minded design, so it was rather careers advisor Ia shock when I fell into QUICKFIRE Atold me the Hilton accountancy! It ended up graduate scheme was the What book has influenced (getting the ‘why’?) and being a great grounding you the most? then are able to attract only path for languages for me, instilling a graduates other than One that does resonate others (followers) through discipline I’ve taken into with me the most is Legacy shared values, vision and teaching – so I fell into all my roles since – it’s by James Kerr. belief. But in order for that the world of hotels, and to be effective, it all has to very satisfying being able What qualities are I never fell out of love! be visible and totally real to challenge the finance the most valuable I started at the Hilton and authentic, otherwise whizzes! I moved from my small accountancy firm into in a leader? Newcastle Gateshead before moving around hotels the ‘following’ will quickly a brand-new hotel company, where I stayed almost Good leaders are able to fall away. in Paris working for the Eastern Med cluster as an 20 years. That was my professional coming of age – it find their deepest purpose environmental coordinator when sustainability was was a steep learning curve starting from scratch, but just creeping onto the agenda. When I finished the I loved travelling up and down the UK to push and scheme I returned to the 800-room Hilton Birmingham What do you find most change things and understand how sales and marketing Metropole as Housekeeping Manager – a huge role for rewarding in your job? I don’t think What advice would you interact with finance. I ended up looking after systems, someone with no housekeeping experience! For three give the next generation Be open- morphing into IT and then business intelligence as a I’ve always liked to make we blow our years I learnt a lot from my battle to gain the respect of things happen, so I enjoy of women entering minded in project manager. After acquiring and selling multiple my teams and improve efficiency. I pivoted into NVQ being the mouthpiece own trumpets your sector? hotels, I knew I needed a change of scenery, so I spent training, but I missed seeing people’s growth through your career – between the server room loudly enough Be open-minded in your two fantastic years at the Lawn Tennis Association. It and the wider business. to the end. With a renewed interest in HR I rejoined career – there’s nothing there’s nothing was a difficult transition when hotels were all I’d ever I’m driven by the sense of to get fully the hotels space, first in Birmingham then at a start-up wrong with sidestepping. known but forging my own path to understand what luxury group. Later I got the incredible opportunity to wrong with achievement even what the noticed You have to push yourself digital initiatives needed to be implemented was smallest changes can give. work for Soho House, where I was employee number to speak up when you’re sidestepping a fascinating experience. I couldn’t stay away from two at Soho Farmhouse in Oxfordshire. I’d always in the minority, even if How have you seen the If you weren’t in you fake the confidence! hospitality, though, so I went back into hotels before industry change on D&I wanted to do an opening, and the property and teams How are you encouraging hospitality, what would joining the Big Table Group last year. I knew instantly in your time in HTL? were just amazing even if the experience was tough. more women into the I had landed somewhere I would really enjoy, where you be doing? A year ago, I had the chance to come to Le Manoir, If you weren’t in In IT, we are definitely sector? Both my parents were hospitality, what I would be comfortable but suitably challenged, seeing more women which seemed like the next natural step. It starts with opening the teachers, and I think would you be doing? driving transformation forward. coming through into the minds of the managers I would have enjoyed I would love to be senior and board roles, but you already have. Just seeing the potential in a travel journalist, so sometimes I don’t think because a position has young people and help I could experience the we blow our own trumpets always been filled by a them achieve the best QUICKFIRE hotels and have the loudly enough to get fully man, it doesn’t mean it has they could. same conversations with noticed. to be! Now, I do the initial What book has influenced and Hotel Manager at guests and the teams. recruitment screenings, so What challenge have you the most? Le Manoir whom I currently What attracted you our managers then have you learned the most work alongside: Eveline What challenge have to work in HTL? I would have to say to get to know the person from in your career? The Chimp Paradox by Noort and Niall Kingston. you learned the most I have wonderful memories beyond the page. I went through the painful Professor Steve Peters, What’s the most from in your career? of being a little girl experience of being as it suddenly clicked a interesting thing you’ve I didn’t realise that once we delighted by the sweets How has Covid-19 bullied in the workplace long time ago why people seen or heard recently? opened Soho Farmhouse, trolley on our treat visits changed your perspective by someone senior. You behave the way they do Right now, it is more what the years that followed to restaurants. It got on the industry? have a choice to make; it and was invaluable to me I am seeing day in and would be even tougher – under my skin – everyone starting my career to try to I genuinely feel that people can beat you down, or you day out – I am completely nothing ever happens as here works collectively, work with such a diverse have rallied around their can use your belief and blown away when I see, you plan! I learnt so much like family, to deliver that range of people effectively teams to protect as many resilience to make good on LinkedIn especially, the sitting next to the best in same great service to the and also to help me people as possible. It’s of the worst circumstances. amount of support for our the industry, so I knew I had paying customer. manage my own Chimp! heartbreaking to see the It was hard but I have learnt industry and our people. to know my stuff to manage number of applications to never take anything too Who is your role model everyone with conviction. within this industry? for each role, but personally. This is, without a doubt, I firmly believe people the General Manager in hospitality have the skills to do anything. Jennifer Read Catherine Roe Company The Big Table / Job Title Commercial Finance & Planning Director Company Elior UK / Job Title Chief Executive Officer Working in an reasonably boring and just celebrated over a meal or in the UK foodservice Be more How have you seen say ‘no!’, so earning trust glass of wine. Working in market. the industry change industry that and proving that we are an industry that I’m actually demanding of on D&I in your time also here to enable good passionate about helps me The time has gone in hospitality? I’m actually ideas, simplify and improve connect the finance and quickly and the industry your employers The threshold of what is passionate operations gives me a corporate strategy with the has changed so much – to get what acceptable at work has great sense of satisfaction. front-end operations (life from the challenges of changed, so sometimes it about helps and soul!) of the business. Brexit and the pandemic you want and takes hindsight to realise What advice would you to successful business there were unfair practices. me connect give the next generation What have you done to to take advice growth and acquisitions. A couple of decades ago, the finance of women entering promote diversity within from experts: it was near-impossible to your sector? your organisation? I’ve learnt so much about started my career studied natural staying organised and break through to the top, and corporate It’s a fun and vibrant So far, I’ve led by example. line managers, so I knew I would have to at PwC back home in sciences at Oxford, thrive on doing business industry, with a diverse When I started at the find my own route there. New Zealand. I was in strategy with but wanted to get out leaders, mentors range of cultures – get company there weren’t in an ethical way, creating It feels like the industry is Ithe Corporate Finance Iinto the business world involved! many women on the a positive, loyal culture. waking up to what diversity the front-end What have you done to team so worked on M&A leadership team. Now, straight away. My first job and inclusion mean. promote diversity in the and Strategy projects. It operations more than half are women. was a trainee accountant, What do you find most If you weren’t in workplace? was a great place to start (life and soul!) hospitality, what would The times are changing, where I spent time with rewarding in your job? What is the biggest and learning from an you be doing? but I still feel there is a Hilton International and Working with so many I try to go above and learning in your career? beyond to signal that we abundance of intelligent of the business fair way to go in terms of Ladbroke, and hospitality people and businesses Never sit still, and stay Always something take diversity seriously – role models has stood diversity and inclusion. I’d quickly became my across a range of sectors alert to what’s going on consumer-facing – I like avoiding unconscious bias me in good stead going What do you find most like to help address some favourite industry to work never gets boring. Whether around you. The company working in industries with has become a cornerstone rewarding in your job? of the more structural I’m talking to banks in that doesn’t change is the forward. I had a desire, tangible products. in. This passion led to of our culture. I’ve just Helping and developing hurdles I see in play by the City or working with one that doesn’t succeed. however, to move in- my first job in catering finished as chair of the those around me. I am challenging our policies on care homes, schools or Never stop researching, house in order to be part What attracted you as head of purchasing at Women of the Year super proud of my team parental leave and flexible stadia there’s never a reading, thinking and of the implementation of to work in HTL? Sodexo and I joined the association, a 66-year-old and what they do to help working. dull moment! It’s a huge learning. company strategy, rather I love eating out, for more UK board. organisation which finds the others in the business privilege to have such than advising on it from than just the food! It’s unsung female heroes in better understand How has Covid-19 insight into them and meet the whole experience In 2005, I was named our society and gives them the sidelines. When I finance. I know finance changed your perspective so many talented, inspiring – how the service and Chairman of the European a platform for at least a day. moved to England, I left departments in general on the industry? people. atmosphere make you feel, Purchasing committee, the world of professional have a rep that they are This year has been a the fun occasions that are then joined Elior as services behind, whirlwind – steering the What advice would you contracting for a while business through the most purchasing director a give the next generation before taking a role at extreme situation while year later. Having sat on of women entering the board of two contract your sector? QUICKFIRE what was then the Casual strategising how we can Dining Group in London. keep our people employed caterers for a long time, Have a vision and be QUICKFIRE What book has influenced What’s the most and our restaurants open listening to operators talk clear on what you want When I joined four years you the most? interesting thing safely. The industry has though how everything to achieve. Be more ago the focus lay on you’ve seen or heard What book has influenced What qualities are had to be more agile than demanding of your There are so many. But navigating rent, rates you the most? the most valuable slots together, I set my recently? ever before, purely as a employers to get what in 2007 I met Marguerite in a leader? sights on the top job at and national minimum Lean In by Sheryl matter of survival. It’s really you want and take Pattern when she won a I’d say both the Leonardo wage increases, so there Sandberg. It got me Humility, empathy and Elior which I have held Women of the Year Award, Di Caprio documentary, highlighted the amount since 2014. advice from experts: were challenges right thinking early on in influence - being able to of passion in, and for, this line managers, leaders, so if I had to pick one Before the Flood, and the it would be Cookery in recent release of David from the offset! Taking a my career about some paint a vision that people industry and I hope that mentors. fundamental aspects of It’s been an exciting time. Colour. It was used by my Attenborough, A Life On more holistic view, it has will buy into. the innovation we are work culture and work-life As CEO I’ve led several mother too. Our Planet. How much been fascinating to be What’s the most seeing – initially borne out If you weren’t in balance that I’m not sure acquisitions: Lexington, more evidence do we part of such a changing interesting thing you’ve of necessity – continues hospitality, what would Who is your role model I would have questioned seen or heard recently? Waterfall Catering within this industry? need to create positive landscape, especially this otherwise. well after Covid is a distant you be doing? change and make a Group and Edwards and Anton Edelmann. year, and I look forward to That we might be allowed memory. I’m interested in culture difference to the planet? to leave England again Blake. These carefully seeing how the industry more broadly, so possibly What qualities are in a few weeks…holiday chosen companies the most valuable emerges on the other side behind the scenes in the in the sun needed! have built on Elior’s key in a leader? of Covid. music industry. areas of expertise and Integrity, vision, strengthened its position empathy, resilience. Danni Rush Zarina Sabir Company Virgin Experience Days / Job Title Chief Customer Officer Company easyJet / Job Title Group Finance Controller

loved school, and I’ve aths was my What do you find most and face unprecedented retained that keenness thing at school, rewarding in your job? financial challenges as an for learning to this so after my A No day is the same. industry. You need to all be in it together, and remain Iday. My path changed QUICKFIRE MLevels, Accountancy Reporting cycles can be when I had my first child seemed like the natural mundane, but this sector positive even when things What book has influenced decisions, ability is so dynamic that you’re are relentless. at 16, so I took a job in you the most? to empower others. choice. I qualified at 21 Essex County Council before deciding that constantly learning and I love Jackie Collins as an What’s the most developing. What have you done to alongside studying author – she has written interesting thing you’ve I was more interested promote diversity within for an administration in working in-house to a lot of novels about seen or heard recently? What advice would you your organisation? qualification. I found powerful women, from Competitors supporting shape the financials of give the next generation I’m part of our Shine out I really liked being all walks of life, achieving each other through the a company than staying of women entering programme for women exposed to the new technology we were seeing as part amazing things. pandemic to make sure within Practice. I moved into Industry at a global your sector? in leadership, and am What qualities are the industry remains of a big restructure. I spent the next several years at IT company CSC and later to AstraZeneca, before Whenever an opportunity involved in our D&I strategy the most valuable strong. I’m proud of how a local beer dispensary business which was the most moving to easyJet over 13 years ago. I came in as a arises, take it; whenever as well. More informally, in a leader? we have treated our teams, incredible experience – although I was very young, Finance Manager, doing various roles to support our you have an opinion, voice given how male-dominated I watched it grow from 5 to 200 employees and the Open communication, our customers and our Engineering and Operations functions. My first big finance can be, I’ve partners. it. If you take that leap founders let me get fully immersed in the business. confidence to make Management role was as the Group Chief Accountant, of faith, you’ll probably always tried to role-model I moved on to Mothercare, looking after the back-end where I jumped from leading a team of two to sixty surprise yourself and realise work-life balance and of the Early Learning Centre acquisition, before moving overnight – quite an intro to people management! I you are capable of more demonstrate to other team What advice would you members that you can onto Bourne Leisure. Having grown up by the beach, When crisis was lucky to act as the Finance Lead kicking off big than you know. give the next generation balance work with having I understood the holiday product, so I absolutely loved of women entering hits, hold projects to take us into the FTSE100. That was a real children and be flexible. my time there. When we acquired a new park I got your sector? turning point, because I moved from a purely financial If you weren’t in travel, what would you be interested in the deal side, which triggered a new phase Champion yourself and onto your role to linking the numbers with broader strategy. doing? What do you hope the in my career: big transformation projects for PE-backed know your stuff. If you get This was followed by a couple of years’ secondment travel industry will look culture and I’ve always wanted to businesses. I love getting stuck into cultural change and involved in every aspect on our future finance transformation project, and like in 5 years’ time? of the business, you’ll be use your core help people develop and improving customer experience, and I was the last to currently I am the Group Financial Controller leading I believe it will be adapting more credible to make love children, so I think it be appointed to a brand-new executive board at Virgin the auditing and reporting function. I’ve had a brilliant to the flexibility both strong decisions. values as a would have to be a primary Experience Days. The wide commercial remit of my role journey at easyJet, and I hope people see me as an school teacher. constomers and people suits me perfectly, and Virgin is a lovely brand people foundation example of how you can move up and have a diverse within the industry want. If you weren’t in leisure, are proud to work for. career in finance. What challenge have When it’s safe for everyone what would you be What career advice you learned the most to escape away, we doing? would you give your from in your career? will have a rebound in I’m passionate about younger self? bookings as we can see This year has been a huge empowering those who Calm down! I had my there is pent up demand, challenge, as we learn to have children very young. whole timeline up to 30 and how we adapt will cope with working remotely There’s nowhere to find planned out, but I wish be key. that support right now, I hadn’t been scared to so I would love to draw take the opportunities on my experience to set that presented themselves up a charity. along the way, even when I didn’t feel ready. QUICKFIRE What challenge have you learned the most from What are the biggest What qualities are What’s the most in your career? challenges facing the most valuable interesting thing you’ve When crisis hits, hold onto women in HTL? in a leader? seen or heard recently? your culture and use your There are some functions Decisiveness, compassion, I am about to go on core values as a foundation that historically have had being able to lead through maternity leave shortly for your next steps. In very little representation. uncertainty and being with a set of twins due…! March, our gut reaction Now is the time to authentic and humble as The amount of advice was to hole the executive champion women in areas well as having credibility. and interesting facts I team in a room to make all like operations and work Being the same person have been given has been you are in the office as well fascinating and it’s been the decisions, but we took on enabling good work- as at home. eye opening how common a step back to stay true to life balance. our ethos and empower they are. our teams. Caryn Savazzi Michal Seal Company Loungers / Job Title People Director Company SSP Group / Job Title UK & Ireland Commercial Director

studied business y career started management at as a corporate university, before lawyer as it Ientering the cruise Mseemed like a great career QUICKFIRE industry in food and path as an ambitious 19 What book has influenced business is capable of beverage. After four year old. I was offered you the most? achieving. I also very much years I returned to the UK a training contract at As a child, Elmer the admire Gini & Eccie who and joined Whitbread, Linklaters during my first Patchwork Elephant was started Karma Kitchens. where I worked up year of university, but a my favourite as it taught me What’s the most through a whole host year into the job I realised from a young age not to be interesting thing you’ve of roles including it wasn’t the career for afraid of being different – seen or heard recently? learning and development, recruitment, and talent me. I was running a restaurant blog with friends at the I now read the book to my I really enjoy Elizabeth management. Being part of such a large and high- time, and although I liked the idea of a career in food, daughter and the message Day’s podcast How to Fail, profile company was invaluable in training, and I felt I didn’t know in what capacity. I spent several months is as important as ever. she always has interesting lucky to gain exposure to all its different brands. I went networking whilst completing my training contact Who is your role model guests on the show. What do you find most What do you hope the within this industry? with TGI Fridays in its transition from public to private rewarding in your job? HTL sector will look like and left law upon qualification. My networking led me – a tremendous crash-course in how to set up a new in 5 years’ time? to discover SSP, I was really lucky that the Marketing Kate Swann who showed In my current role it has me what a woman in business, and turnaround a culture from despondent to be the pace at which I hope that 2020 acts as Director at the time offered me a trial position and I to a ‘Best Companies to Work For’ winner. In late we operate. There’s a a foot on the pedal. That took the leap. Seven and a half years later, I have had 2014 I became People Director at The Breakfast Club, phenomenal thirst to can manifest in many ways, an interesting and varied career with the business in which was and still is a cracking brand, full of brilliantly improve, grow, adapt from doubling down on a variety of commercial and marketing roles; working creative people and a strong culture. I’ve spent the last in Loungers, and that attracting more female my way up from brand executive to UK & Ireland three years at Loungers amid its brisk UK expansion. transcends all the functions. and ethnic minority talent, Commercial Director. We operate two fantastic brands, Lounge café-bar and Adding value to the to increasing our focus on Cosy Club. Pre-Covid we were opening sites at a rate of communities in which we innovation so that we come What do you find most shouldn’t be afraid to push one a fortnight which is exciting to be part of, and again operate and constantly out of this current situation rewarding in your job? for the same opportunities developing the culture leaner and stronger. I hope a strong people culture is what drew me to the business Seeing my team progress and progression. of the business are the we achieve a balance – there are a couple of and what I continue to enjoy building. two greatest priorities between rapid advances individuals who have What challenge have of the business. They’re in automation and driving really stood out, they you learned the most talked about daily and it’s forward the personal from in your career? reflected in the service and interaction that makes have applied and pushed spirit that is experienced hospitality magic. themselves and progressed I always feared that QUICKFIRE very quickly by making an by being forthright by our employees and customers alike. What are the biggest enormous contribution to people might perceive What book has influenced What qualities are challenges facing the business. me as ‘bossy’ or ‘high you the most? the most valuable What advice would you women in HTL? maintenance’. With I Know Why the Caged Bird in a leader? What advice would you experience, I’ve realised give the next generation I’ve suffered from self- Sings – the autobiography Trust (in your team), give the next generation that these words are of women entering doubt as a women by Maya Angelou. Hearing integrity (in your every of women entering gendered, and that being your sector? and mum before, and her speak in 2010 of the action) and having your sector? confident is no bad thing. racism and trauma she a great purpose. ‘Stay close to the coal it’s essential to have a was subjected to was face’. It’s important in the supportive network that Think about where you What’s the most What are the biggest truly inspirational. world of restaurants to assures you that you are want to be and how to get interesting thing you’ve challenges facing women Who is your role model seen or heard recently? understand operations capable of balancing work there then be tenacious and to be assured you’re and home. Talent is talent about it. No one tells in hospitality? and if we could do more to are demanding more in the industry? Did you know the heads truly delivering what is and we don’t need to you how to achieve your The sector has a long support working mothers, it convenience; a broader I’ve been lucky enough on Easter Island have important to your team throw every available hour would significantly improve selection of quicker, better to work with a number bodies? You won’t ever career goals or teaches way to go in terms of the retention rates of of excellent CEOs, and forget that now… and your customers. Look at a role in order to be you how to progress supporting women having products on demand and I count Nick Collins right inside the four walls for successful or prove strong including negotiating babies. Sadly there is still women in the sector. the traditional hospitality up there. answers before looking to commitment. promotions or pay rises. a huge stigma around sector is only just starting what everyone else is doing I’ve always thought men women going on maternity What do you hope the to cater to that. I’d like – sometimes it’s absolutely are socialised to be more leave and when is the best HTL sector will look like to see existing operators the correct call to go left confident in pushing for time to do so from a career in 5 years’ time? innovate and deliver in when everyone else is career development, the perspective. The lack of More automated and line with these changing going the other way. next generation of women support is very off-putting, tech-focussed. Customers expectations. Natasha Shafi Karen Shiers Company Mr & Mrs Smith / Job Title Managing Director Company Merlin Entertainments / Job Title Vice President of Sales, North America

ravel came into my What do you find most How are you encouraging leaders in the company, professional life very rewarding in your job? more women into the so I spent 18 months early on. Fresh out In absolute honesty, I love sector? covering every aspect Tof university I got a job at helping people fulfil their I’m a big advocate of of the business, doing the Travel Bookshop (now goals and seeing them understanding people’s stints at sites as diverse sadly no more) in Notting achieve their potential. dreams, both within as Madame Tussaud’s Hill, intending to use it as My mission every day is our business and more Las Vegas and Legoland a jumping-off point into to create and improve broadly, and demonstrating Discovery Center Dallas. the pathways that help that a varied, non-linear the world of publishing. I discovered my passion people grow within Mr & career journey is no bad What I actually got from Mrs Smith. It might seem thing. Open forums are lay in sales, so I landed it was an education in counterintuitive, but I’m key, but actions speak my dream job – sales running a small business: day-to-day operations and hen I was manager for Madame most proud to see people louder than words – I applying the relationship between supply and demand. When who joined us as interns believe that showcasing Tussaud’s New York to colleges I landed at Mr & Mrs Smith as an office manager the and who have been the women who have – when I finished the fromW Connecticut, the business was still in its infancy, but its hotel guidebooks incubated by the company used our company as a scheme. Next, I took had been bestsellers at the bookshop and I’d always leave the business and springboard to success is University of Miami was over sales & marketing found the brand inspiring and irreverent, and the become entrepreneurs in the best possible way of my wildcard – I never for new openings in the beautiful visuals carried a true feeling of escape. their own right. I believe demonstrating that women expected they’d offer US, and even moved to a good company should can and do make it in me a scholarship and I’d Poole for a year to head leave a professional legacy this sector. Having been part of the operation for over 13 years still be in Florida 10 years up new openings over now, I’ve quite literally grown up with the business. that reaches beyond its later! The move led me North America attractions, or people from diverse Europe and emerging backgrounds. In 2018 I understand all its wonderful intricacies and how it current employees. What attracted you to discover hospitality including a brand-new markets. I was called back I was lucky enough to to work in HTL? and travel, as I was LEGOLAND Resort evolved as it became a high-growth global enterprise. home to become Head attend MGM’s Women What advice would you The heart of the travel in New York and over All the roles I’ve occupied have been centred on recruited into Merlin’s in Leadership conference, give the next generation and hospitality sector is a of Sales at Legoland 30 other attractions. people. From my position in recruitment to creating management programme and ever since I’ve vouched of women entering promise to help people California Resort, before an inspiring company culture as Chief of Staff, to my on graduating. Merlin to bring increasingly more your sector? make meaningful memories being promoted to VP What advice would you current operational role as MD, I’ve always tried my best was growing so rapidly women along. Be bold. If you have self- distinct from their Sales North America two give the next generation they needed to ensure to marry the right people to our business goals, make knowledge, you know what everyday lives; to spend years later. In my current of women entering What attracted you our company a dynamic and attractive proposition you need to develop and time together with loved a pipeline of future your sector? role, I oversee sales for all to work in HTL? for career progression, and to ensure that human where you can use your ones; to celebrate special The glass ceiling in your I have such distinct relationships remain at the heart of everything. skills to break boundaries. moments and fulfil lifetime mind is one of the hardest memories of a middle It’s easy to feel that your ambitions. We’re in the to break. Have confidence school trip to Madame new ideas need too much business of wish fulfilment – and you can shatter those Tussaud’s New York – it persuasion or buy-in to the closest thing to genies QUICKFIRE barriers. push ahead with, but that that exists in the real world. was incredible to come full circle and sell that shouldn’t stop you. As That’s a pretty compelling Who is your role model What’s the most If you weren’t in leisure, experience to the next Susan Jeffers put it: feel the draw. within this industry? interesting thing you’ve what would you be generation. Travel has fear and do it anyway. seen or heard recently? doing? My boss, mentor, and shaped me as a person, friend, Dominique A recent SpaceX launch I would love to combine my and who wouldn’t want to Sidley. She is bold and inspired me to dig deeper passions for painting and work where people come true to herself always; into the future of travel. wellness – maybe running for holidays! unapologetically. And she I came across a video a hybrid art-yoga studio! makes things happen – labeled ‘year 2050’- which, What career advice QUICKFIRE with no excuses! I have really isn’t too far away! It How are you supporting would you give your learned so much from featured drone style “cars” women in your Who is your role model What qualities are younger self? her and feel privileged to and a SpaceX rocket organisation? within this industry? the most valuable have such an inspirational that traveled from NY to We’re faced with so many Mr & Mrs Smith founders in a leader? leader as my boss. Shanghai in 39 minutes. I have consciously built decisions at such a young a team including women James, Tam and Ed – they Generosity, openness What qualities are To imagine that this could age that it’s easy to get of colour to LGBTQ+ all inspire me in different and courage. the most valuable happen in our lifetime swept up in the path others community members. ways every day. in a leader? is incredible to me. want you to take. Don’t do I started a series called something just because Authenticity, drive, Motivation Monday, where you feel you should – courage, passion, and I send around speeches following your heart will emotional intelligence. from inspirational women get you further. Jana Siber Karen Sidhu Company Arriva / Job Title Managing Director, Mainland Europe Company ODEON / Job Title Regional Operations Manager started as a midwife, started doing What do you find most Not everyone but I quickly realised computing at university rewarding in your job? that it wasn’t my calling. QUICKFIRE but it didn’t feel right, Businesses talk a lot about knows how II moved to the UK as an Iso I convinced an interior how people-centric they to share their au pair, later enrolling at business to take me on are, but we really do live What book has influenced What qualities are and breathe the values the University of Oxford you the most? the most valuable their graduate placement, experience, to do an experimental despite not being a here – I genuinely look My Own Words by Ruth in a leader? forward to going to work. so I’m doing psychology degree. Bader Ginsburg – she Mental agility, empathy graduate! They asked me There, I came across to work harder to prove my best is my true hero! and persistence. If you weren’t in leisure, management consulting, myself, which catapulted Who is your role model What’s the most what would you be to create a which seemed like within this industry? interesting thing you’ve my career – I got really doing? a fantastic springboard for people who didn’t know into them with kitchen and bathroom websales, and as Being in transport, that’s seen or heard recently? I’m curious by nature, so safe space what they wanted to do in business! Even after my MBA a bit tricky, I like to look Very topical – watching they involved me in big decisions my confidence grew. learning about people in What have you done to I always knew going into industry was the end goal, to other females for role to US Presidential election I joined a small franchise pizza business as training some way. but I realised after a marketing internship at SABMiller models. Perhaps Mary unfold live is definitely coordinator, and despite no experience in the area, promote diversity within your organisation? that consulting was the best way to expose myself to Barra, the CEO of General the most fascinating stuff! I knew I would thrive applying myself in a business What career advice smart, driven and senior people across a full range Motors comes closest in setting. I rose through three promotions in two years, would you give your I grew up professionally my very male-dominated of industries. I spent eight years at Bain & Company, eventually winning the regional manager position I’d younger self? with no diverse leadership industry. at the top. It’s all about where I learnt how to get into the inner workings of been turned away from for being too junior. I was on Ask for more constructive breaking those barriers to industries very quickly. I got a call from Avis Budget a weekly contract while I proved my worth! I was the feedback, and reach out to progression, so I’ve opened Group offering me a commercial strategy director What challenge have you boundaries to foster those youngest ever to cement that role, though I didn’t network more. up conversations on our learned the most from in international relationships. role, from which I made the conscious effort to stray realise the extent of the victory then. I moved over social media platform to your career? What are the biggest away from strategy into commercial, and finally to take to Papa John’s looking to become franchise business champion diversity and What do you hope the challenges facing responsibility for a full P&L. That opportunity arose at When I joined Arriva, the manager, in another environment saturated by middle- dig deep into what that HTL sector will look like women in HTL? Arriva, managing one of our four divisions in mainland seven countries under aged white male leaders. I eventually achieved my word means to everyone. in 5 years’ time? Europe. I manage seven countries under that title, my remit had never ambition, getting really stuck into the ins and outs of Though we’ve focused It’s tough: not everyone with a total workforce of 10,000 people – a small army! been grouped before. I hope that public transport that role. I moved to a franchisee as head of operations, on promoting women knows how to share their I challenged everyone embraces the trends on where I worked 20-hour days to drive the business to senior positions (I’ve experience, so I’m doing What do you find most If you weren’t in travel, to learn and perform the horizon, as if we don’t forward. My dream was to work in the fun world seen our board’s gender my best to create a safe rewarding in your job? what would you be Fortnite dances as a invest in electric vehicles representation flip over the of leisure, and now here I am, absolutely loving the space where people can doing? bonding exercise, but no now we will pay for it last couple of years), I’m I love the variety of working larger corporate environment. ask questions. with my teams in different I genuinely love what one responded – it was down the line. I hope we scared the pandemic has countries. Seeing the I do. There’s never nerve-wracking! It turned partner with customers and disproportionately affected great work our teams are a dull moment! out everyone was really local authorities to drive women. I hope we fight for delivering to passengers good sports, and I was very innovation, beyond purely that encouragement so this on the ground is what What has kept you proud to have broken down transactional relationships. QUICKFIRE blip doesn’t stall the wider gives me energy. in travel? D&I agenda. It’s a very exciting time in What book has influenced Who is your role model What advice would you the sector. The mobility era you the most? within this industry? give the next generation will affect everyone, and The Chimp Paradox. There are so many inspiring of women entering it’s fascinating to watch This book stays with me women in Odeon to look your sector? new players emerge as and I refer to it constantly. up to; for me it’s Rebecca When an opportunity traditional players react. It’s helped me to have Parr-Phillips. Rebecca is presents itself, say yes and It’s quite a complicated a better understanding the Operations Director worry about it later. Don’t industry, which gives you of human behaviour, and has been part of my second guess yourself the variety of customer including my own and journey from day 1. She’s before you even start – relationships that keeps understand the why, championed women and eventually, you’ll build up me engaged. when working with is a leader that is authentic, the confidence to take on people. It’s helped me courageous and inspiring. anything thrown your way. to communicate more What qualities are effectively and improve the most valuable decision making. in a leader? Authenticity, integrity and being articulate. Eve Sukhnandan Jyoti Tailor Company PureGym / Job Title Chief People Officer Company Hilton / Job Title VP Finance EMEA

chose the world of is headed globally. work over the university Though I’ve always route, stumbling worked from the UK, the Iacross HR while I was in QUICKFIRE travel opportunities and QUICKFIRE sixth form. I gained my international outlook are What book has influenced What’s the most What qualities are What’s the most masters in HR through you the most? interesting thing you’ve incredible – the world the most valuable interesting thing you’ve distance learning while in is evolving so quickly, by Black Box Thinking seen or heard recently? in a leader? seen or heard recently? junior HR roles, going on by Matthew Syed. “In order to dismantle bringing those ideas into Authenticity, integrity, I have been watching to achieve the status of our businesses we can Who is your role model unjust, racist structures, positivity, determination, The Handmaid’s Tale. fellowship with the CIPD. within this industry? we must see race.” become more dynamic and the ability to conceive It’s an interesting lesson My steepest learning An open and inspiring ourselves. a compelling vision for in what could happen if Francine Davis, Chief view of the world by y first loves others to follow. the fundamental principles curve came when I entered the pub trade, where I spent Strategy Officer for Reni Eddo‑Lodge in her were politics, of freedom of speech and three years as a young field-based HR manager liaising PureGym. What do you find most with experienced pub managers. A lifelong fan of book, Why I’m No Longer history and rewarding in your job? democracy are allowed What qualities are Talking to White People Mthe world, so I studied to be compromised. sports, I then joined LA Fitness and progressed to the Working with brilliant the most valuable About Race. international relations at HR director role after returning from maternity leave. in a leader? people who are passionate LSE. It was clear early on about what they do. It was humbling being promoted while pregnant, and Trust, clarity and inclusion. flexibly to balance family office to encourage open though hugely challenging, I knew it was important to that I wanted to work in commitments, which really and inclusive discussions. lean on the amazing support network behind me and a global environment, What advice would you helps to inspire others to give the next generation carve out a real path for myself. I sharpened my teeth I am powerless to impact invite open conversations. so I was lucky to get see that those roles are How has Covid-19 of women entering during our CVA and was fortunate enough to move change. As you get older, For me, diversity is about a taste for that at such accessible to them. changed your perspective you get more confident your sector? over to our buyer PureGym in 2015. Since then, we’ve getting to know the person a diverse university. As an on the industry? in your own skin, so make beyond the job title and No two ways about it, What have you done to more than doubled our gyms in the UK, acquired a analytical and numerically I have been blown away peace with yourself sooner providing a great space for minded person, I thought you have to work hard – promote diversity within by the resilience and business in Europe, and started franchising. I love that rather than later. them to bring their whole that’s how you succeed. your organisation? I see the world in a different way from the others around accounting sounded like dedication of our Team self to work. a good place to start, Be passionate about I look after our finance Members. The speed the executive table, and that I have the power to both How have you seen the as the big firms give you what you do, though, so graduate programme, with which people have commercially improve the business and directly impact industry change on D&I How has Covid-19 you’re driven to achieve unparalleled insight into which goes into Universities had to react to the the lives of 3,000 people and their families. in your time in HTL? changed your perspective the best results. different businesses, and in the Middle East changing circumstances is This year has been pivotal on the industry? interaction with senior and Africa to reach a phenomenal, and you see What do you find most If you weren’t in for ethnic diversity. Fitness The fitness sector has If you weren’t in wider and more diverse that nowhere more than in stakeholders. I trained in rewarding in your job? leisure, what would can and should be for mobilised to transform hospitality, what recruitment pool, so we hospitality. From our new When there’s a difficult you be doing? everyone, and the Black its environments from a audit at Deloitte, where would you be doing? can best represent the Hilton CleanStay protocol conversation to be had, I can’t imagine being Lives Matter movement has safety point of view. After I loved being surrounded Politics! local communities of our to the ways in which hotels I take pride in being a rock anywhere else! The provided momentum: in a mammoth industry by a range of talented hotels. I also sit on the race have adapted to attract for the leadership team strategy side of things the short term we find out effort, I hope we continue people, but after four What are the biggest and ethnicity committee new business segments, by being confident, clear really interests me, as what urgently needs fixing, to provide this healthier years I wanted to move challenges facing women of WiHTL and will be we’ve mobilised overnight and decisive, and framing it’s so broad but keeps and in the long term we training experience. into consumer services. in hospitality? setting up a focus group amid ever-changing things in a positive light. people at the heart. I did a stint in retail before Historically, flexible working for BAME people in my circumstances. finding Hilton and falling has been difficult, with What advice would you What career advice in love with all of it: the hotel managers expected give the next generation would you give your people, the product, to be on call 24/7. This of women entering younger self? obviously isn’t conducive your sector? the values, and the scale. I used to be phased by I’ve been at Hilton 21 to balancing work with Be authentic and work people who commented years, growing from a family responsibilities, so hard to achieve the goals I didn’t seem ‘like an women often didn’t apply manager to VP Finance you set yourself. As you executive’. Now, I know for these roles for fear that progress, there’s a danger it’s a compliment: it’s only for Europe, Middle East they couldn’t fulfill the of losing yourself, but because I am myself that and Africa, with lots of requirements. I do think, by bringing your whole people open up to me; twists and turns along however, we’re starting to self to work you will gain without the knowledge of the way. It’s a great see more openness to the people’s trust. what’s on peoples minds culture filled with great idea of flexible working. people, and it also carries Hilton has some great a clear purpose in terms examples of hotel General of where the business Managers who work Katy Taylor Hannah Tengnah Company Go-Ahead Group / Job Title Chief Strategy and Customer Officer Company McDonald’s / Job Title Legal Counsel

transformational head graduated with a What are the biggest What have you done to of marketing role at first class degree in challenges facing women promote diversity within Kroll. As social media law before taking a in HTL? the industry? exploded, I discovered Ilegal role in the oil and I’d say ensuring you have Participating in WiHTL’s that these commercial gas industry supporting a seat at the table when reverse mentoring turnaround roles really Europe. My second office the key decisions are being programme has enabled lit my fire – my role was was in Milan, so I had the made. Covid has stopped me to educate others a first for every company opportunity to travel with the incidental meetings in on my experiences. the office and if you’re not McDonald’s has customers I joined, and I acted as huge oversight across the the established go-to, it and employees from a catalyst for change. business. After 18 months, can be easy to be missed all walks of life, so I’m The spread-betting I was seconded to one of – so being proactive and starting conversations to cut my teeth on company IG Group was our partner law firms to train as a solicitor, before being handling marketing clear on what you want help ensure we are the particularly invigorating promoted to Commercial Counsel for EMEA and Asia- to get involved with is gold standard and have and media at my – implementing strategy Pacific. The cross-border transactions were invaluable essential. taken a leading role in our Iuniversity radio station, into a superfast digital experience but after five years with the company, I was Inclusion Network ensuring before continuing in employee voices are heard business gave me a buzz. following close behind keen to commence a fresh challenge so I took the PR post-graduation. we’ve forged through and the business is being When I joined Go-Ahead our amazing frontline – there’s value in going McDonald’s role as a UK commercial lawyer. I advise When I joined a Russian Group, first in a digital across the business, from delivery partnerships to data productively challenged. investment bank, I ambassadors, slowly and discussing the transformation role, it journey with others. Always privacy to employment law – every TV advertisement experienced somewhat alongside charities was clear that we simply like the Campaign remember to pause and you see has had our input and I get to work on our of a culture shock: as a check in with the whole weren’t getting through to End Loneliness. strategic initiatives too. While 2020 has been tough 23-year-old marketing to our customers. The person, not just the self globally, on a personal level I have been fortunate to manager, I was the most internal culture of our they bring to work. have some incredible moments having been selected senior woman in the What do you find most business was key to our rewarding in your job? as a Rising Star Leader for the UK as well as joining organisation! Despite the success, so we reframed What do you hope 19 lawyers from across the world on our Global I get the most out of big- travel will look like in challenges, the language ourselves from moving Leadership Programme. skills I developed liaising picture strategic projects. five years’ time? buses and trains to I want to be able to say with Russian investors I hope this is a wake-up moving people. I’m that I wrote a strategy, What do you find most outside your comfort zone call to ask what customers opened the door to a proud of the partnerships I weathered the challenges rewarding in your job? but you won’t regret it if really want. There’s more in implementation, The culture of the business you do. demand for off-peak and I delivered it. and the incredible people services now, so we should make working here very If you weren’t in redistribute the timetable What advice would you special. As a leading brand, hospitality, what would to offer people more QUICKFIRE give the next generation we are at the forefront you be doing? flexible journeys – there’s of women entering of what’s happening I’d be a professional food always opportunity for What book has influenced matter what industry it’s your sector? globally and decisions we taster or a travel blogger! you the most? applied to. innovation amidst crisis. make impact millions of Being in the room is key. QUICKFIRE Death of an Idealist What qualities are customers every day. How has Covid-19 Though tokenism is a What have you done to by Beverley Naidoo, the most valuable problem, if you’re not changed your perspective What book has influenced What’s the most was written about my in a leader? promote diversity within What advice would you on the industry? you the most? interesting thing you’ve given the opportunity to be your organisation? uncle who died in Moral courage to speak there, you can’t question give the next generation It’s served as a reminder Never Eat Alone by Keith seen or heard recently? Mentoring has been Apartheid South Africa out when you think the assumptions borne out of women entering to never be complacent. Ferrazzi and Tahl Raz. This I actually re-listened to a in 1982. You can learn fascinating – seeing something is wrong of decades of homogenous your sector? Like all businesses, book really highlights the TED talk this week which a lot about yourself by the industry through and the ability to listen thinking. Don’t be afraid to deviate we’ve had to adapt to key to building strong I hadn’t heard for some reading someone else’s to others and learn the eyes of my Black from your plan. I’d never continually unpredictable relationships and the time and I had forgotten perspective on your family. mentee transformed my from them. What challenge have you considered a career in- circumstances and it’s importance of doing so. how much I love it! For perspective, and I sponsor Who is your role model What’s the most learnt the most from in house, but I love immersing not enough to just be a What qualities are those who haven’t heard within this industry? our Women in Bus network. Amy Cuddy speak about interesting thing you’ve your career? myself in a single business big brand - you have to the most valuable Dame Carolyn McCall seen or heard recently? Often, though, my main and advising on initiatives be agile, adaptable and in a leader? how your body language During culture role is to help male may shape who you – she showed that Less than 6% of the land and challenges as they forward thinking. I think integrity, empathy, transformations, I’ve leaders appreciate that are, I would definitely customer focus and a in the UK is built upon, the unfold. It’s a skill to get as well as knowing when realised there’s no point recommend taking 20 positive culture can create rest is farmland or nature. diversity ultimately leads comfortable with stepping to provide direction vs going forward quickly minutes out of your commercial success no to better ideas. empowering others to if everyone else isn’t day for this. have autonomy. Siobhan Thomas Suzie Thompson Company InterContinental Hotels Group / Job Title Global Talent Acquisition & Diversity and Inclusion Director Company Red Carnation Hotels / Job Title Vice President Commercial

realised early on spent my 1998 gap that I could leverage year working for my experiences First Choice Ski in Iand education as ISaalbach-Hinterglem in QUICKFIRE opportunities to make the Austria – an eye-opening Who is your role model adopt a good attitude, world a more equitable experience for someone within this industry? be resilient, up-skill place. I entered the world who’d never been to I have been lucky enough constantly, manage time of work in technology, the mountains before! to work with some brilliant and productivity well and as the explosion of I knew then I wanted people over the years who manage stress. It also advancement in the late to pursue a career in have all inspired me in helps to have some fun 2000s interested me, hospitality and travel, so different ways. along the way… but it’s a notoriously hard industry for women to break I did a BA in international hospitality management at What qualities are What’s the most into. That first role was at Taleo, the applicant tracking Bournemouth, with a 1-year placement at the Holiday the most valuable interesting thing you’ve system, which led me on a path into HR and recruitment. Inn Myrtle Beach in South Carolina, USA. On graduating in a leader? seen or heard recently? From systems I transitioned to the more hands-on side I joined the IHG fast-track general manager graduate As a leader you have to If someone doesn’t have of Talent Acquisition and D&I, spending time at Sky and programme, selected as 1 of only 5 in the country. be effective! You need to a smile for you, then give them one of yours. Credit Suisse before joining IHG five years ago. It’s been My first position was based in Cambridge where I be able to prioritize, be an What do you find most Black woman, unfortunately excellent communicator, a brilliant experience both bringing people into the rewarding in your job? I had to work twice as hard. progressed to the role of reservations manager, before business and looking after our existing colleagues, while Seeing the changes we I would let myself know that moving to London to become reservations manager at finding new digital ways to deliver those services. Hotels make: I’m opening the there is a light at the end of the Holiday Inn Kensington Forum (the largest holiday What do you find most What career advice are unique – it’s amazing that we continue to do things doors to people who the tunnel, and it would all inn in Europe with 906 bedrooms at that time). At the rewarding in your job? would you give your differently in a millennia-old industry! My role excites perhaps wouldn’t have be worth it. advent of online travel, I became interested in online I love blending the creative younger self? me as it marries passion and progress, which is a strong thought of hospitality as hotel distribution and took the exciting opportunity of with the commercial. From Welcome constructive position to be in to make change. a career otherwise. It’s What have you done becoming Market Manager for London with lastminute. hotel photoshoots one feedback, it’s a gift. truly rewarding to provide to promote diversity com. Online travel was a really fun place to be during day to budget forecasts an inclusive environment within your organisation? those early years. I enjoyed working alongside a team the next. I always feel like How have you seen the for them to thrive in. One of IHG’s values is of creative and talented people, doing something that I make a difference, each industry change on D&I to ‘do the right thing’, felt new and exciting, and I had the opportunity to build and every day and that in your time in HTL? QUICKFIRE What advice would you so when I noticed is very rewarding. a strong network of hoteliers and travel professionals I think that our industry has give the next generation we didn’t have a UK which helped me when I moved on to my next role. In definitely moved forwards, What book has influenced of underrepresented of women entering employee resource What advice would you but in order to manage you the most? communities. your sector? group amplifying the 2008 I was approached to launch the UK sales division give the next generation of Sabre Hospitality Solutions, bringing the SynXis our leadership pipeline for Recently, Slay in Your Lane What qualities are Pockets of the industry are voices of ethnic minority of women entering diversity, its important to suite of products to the market. I spent 4 years driving by Y. Adegoke and E. the most valuable still very male-dominated, colleagues, I founded your sector? acknowledge that diversity Uviebinene. It’s a great for in a leader? but there is a place for you one myself, it’s called sales, which ultimately led Sabre Hospitality to become Be brave, seek out isn’t just about gender. women of colour to read, Someone who can at that table, even if you Embrace. The biggest the market leader in the UK by the time I moved on. positions that you can grow as well as helps allies to articulate a journey, inspire have to pull the chair out help I can individually I joined The Red Carnation Hotel collection in 2011 as into, find businesses that What have you done to understand some of the others to join them on yourself. deliver is being visible VP Marketing and have been with the company now have a good reputation promote diversity within unique challenges Black that journey and who and modelling that there almost 10 years. My role has grown considerably along for building great teams, your organisation? women can face in settings empowers them to do so. If you weren’t in is opportunity for people with the hotel collection, which now stands at 20 unique who invest in training such as education and Our ‘Idea’ (Inclusion, What’s the most hospitality, what from all backgrounds and have a diverse and at work but still have the and special boutique hotels. Today, as VP Commercial I diversity, equality, action) interesting thing you’ve would you be doing? within this industry. inclusive culture. Most of tenacity to excel. am lucky enough to be leading the sales, marketing, PR, programme is built around seen or heard recently? I could see myself in all, be yourself. a ‘circle’ of people from Who is your role model How have you dealt with reservations and revenue teams for Red Carnation and Taking my son to school a courtroom advocating feel very fortunate to be working for such a wonderful our global team, who are within this industry? challenges in your career? If you weren’t in and hearing five year for fair opportunities. family run business. I am fortunate to have had so many personally interested and I don’t have to look far When I look at the hospitality, what would olds speak about what opportunities to learn and progress throughout my invested in improving D&I. for role models as there they wanted to be challenges I’ve faced you be doing? What career advice career, to meet so many inspiring and fun people and We have developed a are many within my own when they’re older and would you give your collectively, I see a level I have always worked in programme of education I am looking forward to seeing the hospitality industry company. Whether it’s hearing no gender, race younger self? of beauty in the complexity. travel, when I was very and a list of ideas and my line manager who etc. boundaries to their At the start it may seem thrive once more. Be more patient – though young my ‘dream job’ was objectives for attracting, is a successful mother aspirations. It really gives insurmountable, but I doubt I would listen! I to be a Butlins Redcoat. recruiting, developing and of three and is a great me hope that the next those tricky problems, was keen to educate my I can’t imagine working helping people progress leader, or our own CEO generation will be far more while difficult to navigate, way out of challenging in any other industry. the career ladder who fall who advocates on behalf diverse and inclusive. bring around the biggest circumstances, and as a into a marginalised group. learning curves. Amanda Tucker Dee Vassili Company Hertz / Job Title Director, IT Service Management Company Vue International / Job Title Executive Director, Group HR

went straight into What do you find most women of colour in the fell into HR by retail banking after rewarding in your job? workplace, both in terms accident. Following school, doing front Working with people of childcare and furlough. graduation, I was Being furloughed is about Ioffice tasks like loans and and seeing things move Iattracted to the Virgin QUICKFIRE mortgages at NatWest. forward. Change is the grasping the opportunity brand and successfully to diversify your skillset, What book has influenced What qualities are After six years, halfway bread and butter of applied for a junior and stay connected with you the most? the most valuable through my tenure there, technology, so I love being HR role. As the Virgin part of that evolution. those close to you. I am currently reading in a leader? I moved into technology business rapidly Caroline Criado-Perez’s Humility, authenticity, so I could see a different expanded, I grew with What advice would you What have you done to Invisible Women – which empathy, integrity side of the banking world. give the next generation promote diversity within it, ultimately becoming is a real eye-opener. and diverse/broad life I self-studied technology of women entering your organisation? the Head of HR for UK, Who is your role model experiences. alongside my shifts, where there were no other women your sector? We have a platform called Ireland and Northern Europe; it was a brilliant training within this industry? What’s the most interesting thing you’ve – and certainly no other Black women – in sight. I soon The opportunities are out Her Hertz where we ground. I then changed sectors, taking on the role of Having worked across seen or heard recently? realised that in the fast-pace world of tech, I saw a path there, but it’s about what come together as female Global Talent Director for the Reuters Group and, later, different sectors, I have for myself in leadership and management, so I worked you can do within yourself leaders to sponsor women the European HR Director for Warner Bros’ theatrical been fortunate enough to I recently watched The through a number of consumer-facing organisations to take those steps. Make in corporate spaces. division. When the UK business was sold to SBC (a small meet and work with some Social Dilemma on Netflix. like Bupa and Marks & Spencer. I found my niche in yourself visible, and treat On the side, I work with business made up of 6 cinemas) I joined as the HR amazing people who have It is a docudrama that those roles, dealing with strategy and leading people every opportunity as Brunel University to help Director. This was a risky career move, as on paper it had a lasting impact on me assembles a group of and ultimately contributed engineers and executives in a service management capacity. It’s all about making a building block. their female engineering appeared to be a smaller role, but I bought into Tim students into the to the shaping of who who built the addiction- sure you can deliver the best possible service to your Richard’s vision and the exciting challenges ahead. workplace. I am today. machines of social media. clients and customers, managing the shop window for If you weren’t in travel, The risk paid off and the rest, as they say, is history! what would you be technology. I’ve been working in that space at Hertz for What do you hope the doing? What do you find most What has kept you How has Covid-19 but create clear value and two years, which is a great organisation with switched- HTL sector will look like Motivational coaching. I live rewarding in your job? working in leisure? changed your perspective purpose around colleagues on leadership. I love how transformational technology in 5 years’ time? for that lightbulb moment Finding talented people, The first time I went to the on the industry? coming together. can be for the productivity of our teams – by equipping I hope we use technology when people realise what and watching them grow cinema, I was 5 years old As we focus on resetting them with new toolsets and new ways of working, every to make it faster, easier they can achieve. and become a key player and it became etched into our world, we need to step What do you hope the function can make a difference to the business. and more accessible for in the company’s success. my childhood memories. back and think about how HTL sector will look people to travel. Travel is What are the biggest I was blown away by we adjust the good bits like in 5 years’ time? such a diverse and fast- challenges currently The Vue alumni are the big screen, but also and throw out dated stuff. Consumer expectations paced space, so I hope facing women in the currently to be found because it was a shared Currently, there is a lot of are changing and cinema we see more advances workplace? in key positions across experience with people dialogue about the future will mirror other HTL in technology, like I chaired a lunch and learn exhibition, distribution and that mattered to me. Life is of work. We have learned sectors, where out-of- subscription-based car for Lloyds Bank about other businesses within the about creating experiences loads about virtual working home activities will revolve hire services that enable the role Black women leisure and entertainment and memories with people but it doesn’t mean we around shared leisure us to be a one-stop shop can play in technology, industry. Being a small you care about. Being part should automatically experiences, as opposed to for customers when they and the disproportionate part of their success story of creating this for others banish offices to the history functional activities that can arrive at the airport. impact of Covid-19 on makes me proud. gives me a worthwhile books. Instead, we should be done via the internet. purpose. eradicate presenteeism What advice would you give the next generation of women entering QUICKFIRE your sector? Change is the only What book has influenced What qualities are constant, so be prepared you the most? the most valuable for it! Ambiguity and Becoming by Michelle in a leader? complexity are the ‘new Obama. Visionary, empathy, agility. norm’: therefore, seek to understand and find a Who is your role model What’s the most better way of doing things. within this industry? interesting thing you’ve Any female leader who seen or heard recently? is setting an example for That we have a Covid-19 other women to be the vaccine! best they can be. Lesley Welsh Pauline Wilson Company G1 Group / Job Title Chief Operating Officer Company Virgin Atlantic Airways / Job Title Vice President Holidays spent five years What do you find most There is always ’ve always worked qualifying as a lawyer rewarding in your job? in travel – it’s been in Aberdeen, before I love creating things, a way around my passion since I Imoving down to London be that businesses or everything – Iwas very young. I still for a ‘gap year’ of sorts. concepts, and bringing remember getting on I got a job at Whitbread those empty shells to life. it might take my first aeroplane when for some spare cash, but time but you I was 11 years old! After I got sucked into the What advice would you completing university, give the next generation hospitality world and will always I began my career in of women entering never left! I had worked travel as a sales agent your sector? get there my way up to general for a large tour operator. You need to be tough manager when the operations director pulled me onto I worked my way up through several travel companies and thick-skinned, so we operate. It’s easy to a team building strategy around how the business find a mentor you have a get caught up in making to general manager level, before joining Virgin Holidays could be more innovative in its new concepts. After in 2005. My current role at Virgin Atlantic as VP of connection with and take profits, but I hope we What do you find most a passionate supporter a few years I moved to Punch Taverns, eventually Holidays is to lead my team in creating a memorable their feedback on board. refocus our priorities rewarding in your job? of our women’s network moving up to Scotland to look after our business on good old-fashioned Virgin experience for our customers – and ensure we Working with a brilliant ‘Scarlet’, helping to development managers. Someone gave my name to What career advice customer service. deliver on our brand promise. team to create exciting progress women’s careers Stefan King, CEO of G1 Group, and though I refused would you give your journeys and delivering and development. I actively younger self? What are the biggest In recent years I have taken the time to be more his first few offers to move he ground me down over amazing and memorable support our BAME network the next 12 months! When I first joined, they were I wouldn’t change a thing challenges facing women involved with supporting the future generation. to identify the key actions in hospitality? I continue to share my story to give young people a real experiences to our looking to diversify and develop, so I started off – sticking to my guns has customers. that will make the biggest running a recently acquired division of pubs. I’ve got done a lot for me. I’ve It’s not a 9 to 5 job, which model they can identify with – rather than a ‘perfect’ difference. With the aim my hands on anything and everything I could ever met amazing people and makes it difficult to plan role model. My aim is to demonstrate that a fantastic If you weren’t in travel, of driving intentional since as the company has expanded, taking on my landed in the right place at around a family. At G1, we career in travel is attainable, and that difference and what would you be sustainable change to pride ourselves on being COO role seven years ago. I love that we’re a nimble the right time. individuality is to be celebrated and embraced. doing? ensure our organisational hands-on and visiting culture is as inclusive business who can make decisions quickly, with so much Journalism. I’m curious What do you hope the sites at their busiest on a as possible, at all levels variety under our umbrella – we do everything from about people and I’d love hospitality sector will look Saturday night, because of the business. to tell people’s untold residential property to convenience stores to stone like in 5 years’ time? we get huge benefit from restoration. Our mantra is to do everything ourselves, stories. I hope we echo Europe’s seeing how we can improve QUICKFIRE What are the biggest so I’ve learnt huge amounts about so many facets our teams’ experience. challenges facing move away from alcohol- What attracted you of business during my time here. That’s not always possible What book has influenced recently (Source: Harvard women in HTL? driven hospitality. I would to work in HTL? like to see more investment for women with young you the most? Business School). I see a disconnect between There’s something quite in the industry and more families, so I hope the One of many, is Nelson Research from Harvard the diversity of the wonderful about travel. pride in the businesses introduction of technology Mandela’s Long Walk Business School found that people in the countries Experiencing the vibrancy will ease that burden. to Freedom. Deeply Women are more resilient we send customers to, and differences of many powerful; inspires and leaders than men. and the makeup of the cultures, religions, and educates. According to women people employed by lived experiences and the Who is your role model leadership statistics, the industry itself. It is ability to connect people within this industry? females have shown to also disheartening to across the world are a few QUICKFIRE Our founder, Richard have more resilience (54.7 see how few women are of the many highlights of Branson. Innovative, daring percentile) than men (49.3 represented at the senior working in this industry. What book has influenced – it might take time but to be different, engenders percentile). Women also levels of organisations. you the most? you will always get there. love for the brand and the have excellent problem- It’s important I do my team of people working solving skills, and they’re What have you done to part in driving change to Anything You Want by What qualities are incredibly reliable and promote diversity within Derek Sivers – to only say the most valuable there – a rare combination. redress this imbalance, motivated. Fun fact: your organisation? What’s the most making sure that we see yes if it’s a “Hell Yeah!” in a leader? Finland now has the interesting thing you’ve I’m an active member Who is your role model Communication, charisma youngest female prime women represented at all seen or heard recently? of our ‘Be Yourself’ within this industry? and tenacity. minister in history (Sanna levels and that we reflect programme, encouraging the diverse communities Stefan King, my current What’s the most So many, but one that Marin) at the age of 35. popped into my inbox our teams to bring their we serve. boss, has taught me never interesting thing you’ve true selves to work. I’m also to accept “no” as an seen or heard recently? answer. There is always We are near having a way around everything a Covid-19 vaccine! Lisa Wood Jill Xiaozhou Ju Company Great Rail Journeys / Job Title Sales and Marketing Director Company The Collective / Job Title Chief Investment Officer

right background to ’m from Shanghai, enter the travel sector at but I was educated first, but I came to realise across the US, China there are commonalities Iand Germany. When I QUICKFIRE between the two skillsets graduated from Harvard What book has What qualities are that bridge the gap. Business School I joined influenced you the most? the most valuable I’ve always worked for Greystar, a company It’s pretty tough to in a leader? very customer-oriented specialising in apartment narrow it down to one, In my view, that would brands, even during my development investing but one that I have really be the ability to identify time in financial services, and operations. appreciated recently is and build a well-rounded so I was able to translate I specialised in the UK Being mortal: Medicine leadership team that has a graduated in marketing that customer-led view of student housing market, but it gave me the opportunity and What Matters in the shared vision, mutual trust and went straight the world into my current to learn about the US and elsewhere as I helped break End. I have enjoyed its and complementary skills. into what was then role. Given banking is into the Asian market. It was fascinating, and I learnt insights and it has helped IMidland Bank, which me to reflect on the ideas ahead of the game in a ton! Three years ago I joined The Collective, a co- around well-being. later became HSBC. I terms of technology, my red tape, which gives me through the corporate living company dedicated to enabling more fulfilled stayed there for around upbringing in digital is a more scope to make quick layers, but it’s only city living. It’s been an interesting bridge between 20 years, doing lots of strength I can contribute decisions and have direct when I actively chose my experience in student housing and multifamily influence. to take a leap of faith different marketing roles. to the travel industry while living – there’s a real need for affordable but good Then I left to help build a that I accelerated my I work on getting sales progression. quality, highly-amenitised accommodation that makes challenger brand called through the door. I love staying in the Londons and New Yorks of the world Atom Bank, spending that travel is an industry It’s only when more communal and hassle-free. My role has been to four years working on What do you hope the that inspires and evokes I actively chose HTL sector will look help build up the investment function, then to oversee digital and customer emotion in people. like in 5 years’ time? acquisition and fundraising and help set the strategy experience there. The to take a leap for the business. I’ve learnt the importance of aligning start-up world is a tough I hope we embrace What do you find most of faith that sustainability. Climate people with corporate strategy, and taking a step back one, and after four years I rewarding in your job? change has been bubbling to gather everyone behind a shared vision. was approached by Great Coming from the corporate I accelerated in the background in the Rail Journeys to be sales world, it’s so refreshing my progression last few months, but it feels What do you find most If you weren’t in and marketing director. to be in a smaller like consumers are ready to rewarding in your job? hospitality, what I wasn’t sure I had the organisation. There’s little changing their behaviour. Getting knee-deep in would you be doing? What advice would you Travel has a pivotal role in comprehensive and I love writing, so I would give the next generation reducing carbon footprints, dynamic problem solving. have enjoyed journalism. of women entering so I hope we keep an eye Every day, I’m faced with marketing? on finding creative ways to changing trends in the What have you done to QUICKFIRE Broaden your skills base let people see the world. investment market, as well promote diversity within as soon as you can. As you as data-points from our your organisation? instinct’ when it comes What are the biggest get more senior, it’s useful What book has influenced What’s the most How has Covid-19 own projects. I’ve helped bring back the to promotion. challenges facing to have the full toolkit there you the most? interesting thing you’ve changed your perspective awareness in recruitment women in HTL? to draw on. on the industry? Touching the Void by seen or heard recently? What advice would you and progression pipelines. What do you hope the Informal networking. Joe Simpson – hugely A Times article about Coping with Covid reminds give the next generation In the investment function, HTL sector will look Although there has been If you weren’t in inspirational in respect lockdown being so hard me of working in a start-up: of women entering open recruitment like in 5 years’ time? a shift in overall awareness, travel, what would of pushing personal because as humans we there’s never a guarantee your sector? processes tend to yield Ultimately, the investment and the vast majority of you be doing? boundaries and coping instinctively conjure up a of where your funding Seek out opportunities a gender imbalance, side can be very driven people don’t actively block with absolute adversity. make-believe future and I love creative is coming from, so you beyond your comfort but I’ve worked with our by the bottom line, but female progression, there What qualities are most lockdown takes that away. transformation, so I could need to stay level-headed. zone. I’ve noticed that people team to actively co-living has shown us the is a subconscious blocker valuable in a leader? Travel is part of the future see myself in architecture The beauty of travel is more men than women seek out female talent to importance of creating to making connections that we make up for ourselves, or interior design. that people love to do it, put themselves forward widen the candidate pool. something which truly stems from a masculine Honesty. An ability to so as an industry we so I have no qualms that appeals to human beings. energy in the real listen and learn from based on potential over Internally, it’s important need to feed people’s What career advice if we hold our nerve and estate space. others and not always credentials. Great leaders that we acknowledge I hope we leverage our imagination, giving them would you give your connect with customers be right! To let people should guide you based on there are different ways to knowledge of human food for thought on what younger self? we will survive. make mistakes and learn what you could be. demonstrate achievement, psychology to provide a they’ll do when we can from them. Take more risks. I took so quantitative feedback fuller sense of belonging travel again! the predictable path up is more useful than ‘gut for those away from home. Alex Young Company Revolution Bars Group / Job Title Sales & Marketing Director

Executive to Head of Marketing, working through a merger and honing my marketing skills QUICKFIRE in a highly commoditised What book has influenced What qualities are environment. It was you the most? the most valuable only in my next role at The Ride of a Lifetime by in a leader? an events and festivals Robert Iger, CEO of Disney. Passion, integrity business that I followed Who is your role model and fallibility. my dream into hospitality within this industry? What’s the most – my secondary school fter leaving school, I can’t pick just one! Beth interesting thing you’ve yearbook has me running Anderson, our People seen or heard recently? I worked my way a bar in Sydney! Suddenly, up through a series Director and Andrew “The riskiest thing is to I was in a whole world Stones from Imbiba. just maintain status quo.” Aof admin jobs before of building outstanding falling into marketing food and drink offerings by complete accident. at the best festivals and What advice would you What do you hope the give the next generation HTL sector will look My first proper role events in the UK, from was in a safety critical of women entering like in 5 years’ time? Silverstone to Boomtown. your sector? software company, From my first interview at I hope we find the Have courage and right balance between which was a fascinating Revolution Bars Group, confidence in your harnessing technology exposure to the B2B though, my gut told me world of aeroplanes convictions; listen and be and delivering the best it was where I had to be. heard. Ask for feedback – customer experience and government. Next, My team is brilliant, and I transitioned into the the people who are brilliant through our great teams. though it’s the toughest at giving you actionable That’s what makes tyre industry, working on role I’ve ever had, I feedback are those who hospitality special – if building relationships with genuinely love it. will shape who you become Amazon built a bar, there’s tyre dealers around the in your career. no doubt it would be UK. I then transitioned What do you find most slick, but it would lack the into office supplies, which rewarding in your job? If you weren’t in warmth our people bring. taught me a lot about The variety, of both my role hospitality, what would commercials and pricing and of my team. Everyone you be doing? What attracted you – I rose from a maternity brings something different Something in technology. to work in HTL? contract as Marketing to the table. The industry has such How are you encouraging a wonderful family feel more women into the to it. Previous industries sector? I’ve worked in have I’ve become a mentor off been dog-eat-dog, so to the back of a conversation enter into a sector filled I had with a team member with such big brands about social media. We bouncing off each other catch up regularly on in healthy competition is anything and everything, invigorating. There’s loads as I feel it’s my duty to to do, innovation is at the support and nurture forefront and the energy women within my team is electric. and more widely in the business. I want people to feel they can approach me about anything. Advocates for Change

Leaders moving the dial on diversity and inclusion

This year, we have also identified a promoting diversity and inclusion: group of men and women who are through their words, actions and leveraging their senior positions to public commitments to D&I they are drive lasting positive change in the creating the momentum needed for hospitality, travel and leisure sector. a significant cultural shift. These leaders are passionate about Keith Robert Barr Cook Chief Executive Officer. Chief Executive Officer, TGI Fridays InterContinental Hotels Group

I’ve been in the hospitality retain the best talent, creates CEO, we knew we wanted to I grew up in hospitality, my parents I’ve spanned the breadth of the Who has inspired you in your industry for more than 30 years, a sense of belonging among put a framework around our D&I had hotels in Aberdeenshire, and hospitality and leisure space over career? What impact has that 20 of those with IHG. I started out colleagues and ultimately makes agenda to really drive it forward. I lived in a hotel room until I was my career, which has given me had on you? working in restaurants in Boston our business stronger. I established a global D&I Board, 18 years old, until unsurprisingly the broadest picture possible – I spent 9 glorious years with Ken as a teenager, which is where which I chair as well as regional hotel school called. it’s such a fast moving world that McCulloch, founder of Malmaison, my passion began. When I later What does great leadership look boards, to set some priorities and there’s no better way to learn than whose hiring mantra was ‘we hired graduated from Cornell’s School like to you? How do you get make sure we were all staying On graduating, I joined the touching everything in the wider you, we liked you, so be yourself’ of Hotel Administration in 1992, others to join you on the path accountable to our goals and Bass Hotels (now IHG) graduate leisure arena! – his view was that the company I joined Bristol Hotels & Resorts, to greater D&I, and what are locally relevant. That has given us programme in the late 80’s. should change to accommodate which was acquired by IHG in the best examples of resistance a focus we didn’t have before and Why is a diverse and inclusive At that time, hotel management outstanding people, not vice versa. you’ve had to tackle? workforce important to you? 2000. A few years later, Andy a better way to engage on the was very much a man’s world, Cosslett, IHG’s CEO at the time, In terms of leadership, you can tough issues we are facing. and to be honest we’re still It’s important to broaden the One of the first general managers, told me, “If you ever really want to only lead by example. I often say playing catch up from that scope of where you attract talent Stephen Carter OBE, taught What advice would you give be a leader in this company, you that “people hear what you say inherited tradition. In 1997, from – my view is, regardless of me about the different facets someone thinking of starting have to work internationally; you but see what you do.” If you are I joined Malmaison as a General age, gender or ethnicity, the best of understanding the value a career in the HTL sector? need to understand the breadth talking about inclusion and your Manager growing to become person should have the chance to people in a business. and the scope of this business.” culture, but not really showing The rich experiences hospitality Operations Director until 2000. be considered for the role. Although both my mentors In 2006, my family and I moved any progress, people see that can give you are unparalleled. I Then after 4 years in Monte Carlo were male, they had notably to Australia after I took up the imbalance immediately. You also don’t know of another industry working with Ken McCulloch At TGI we have five women on diverse teams back in the 1990s role of Chief Operating Officer have to bring others along with that has the variety of roles we launching the David Coulthard our board of eight, which was my – Malmaison was disrupting for Australia, New Zealand and you, rather than immediately do, and with the same presence led Columbus Hotel and Dakota making: those were simply the what we knew hospitality to be. the South Pacific. We moved to springing into action and around the world, which gives Hotel group I returned to best candidates for the job. Greater China in 2009 when I attempting to solve issues just you such exposure to different Malmaison. In 2004, I took the What advice would you give What has your experience of the was offered the opportunity to from the top. You must recognise cultures. I would advise helm back at Malmaison as CEO, someone thinking of starting coronavirus pandemic taught you become CEO of the region which that a mix of perspectives will young talent to say “yes” to and in that year acquired the a career in the HTL sector? about diversity and inclusion? was growing exponentially at the ultimately make you stronger. opportunities even when it takes Hotel du Vin group. time and became a member of them out of their comfort zone Look at every facet of hospitality For better or for worse, Covid will the Executive Committee. We You must listen to your people. and see where it takes them. My GM team, going back 15 – by experiencing leadership in all stimulate change. spent four years in Greater China, You may not always like the years now, were more than half specialisms in hospitality whether I’ve noticed the unparalleled which, back then, was the longest feedback, but it is often where What has your experience women, I had long recognised it be casual dining, hotels, resorts tenacity of the women executives period we had lived in one some of the most important of the coronavirus pandemic and admired some of the best or health & fitness as early on around the board room table in place during our adult life since change comes from. As a white taught you about diversity luxury hotels in the world. Their as possible in your journey, you our own business and in others. university. In 2013, I became Chief male, I will never fully understand and inclusion and taking GMs were female so it made will get the broadest sphere of Commercial Officer, based in the the challenges many women or good sense to grow the business care of your employees? experience. I would strongly urge new CEOs, UK, and I became CEO in 2017. my ethnically diverse colleagues with that in mind and we set out boards and executives to focus may have experienced in their For a company dealing with a on that ambition. And seek out a mentor who has in on that gender balance – Why is a diverse and inclusive lives in the same way as them. multitude of problems during a made it in the last five to ten years compiling winning teams is all workforce important to you? Yet by listening I can increase crisis like this, it’s easy to neglect Since the trail-blazing days of – modern thinking has shaken about chemistry after all. my understanding and then your ESG agenda, but we are Malmaison, I’ve headed up off the shackles of tradition, so Developing and supporting a probably more focused on it than Village Hotels, Devere Hotels and diverse and inclusive culture have a positive impact through surround yourself with those my actions. ever before. It is the companies Resorts, Virgin Active UK, before who have broken the mould should be seen as critical to any that continue to progress their my current position leading leader and is core to a company’s themselves and have embraced In terms of bringing colleagues D&I agendas who will retain TGI Fridays. diversity in all its forms. success – it helps us attract and on a journey, when I became the best talent in the industry. Paul Debbie Flaum Hewitt MBE Group Chief Executive Officer, Non-Executive Chairman, Bourne Leisure The Restaurant Group plc

I have such a natural affinity with potential. Having a clear plan, I joined Marks & Spencer as a about getting more diverse a coming-of-age, when people the hospitality and leisure sector! ambitious targets and a brilliant Good leaders management trainee, which thinking around the table. Whilst realised just how much our I joined PwC after university, but talented team. Good leaders taught me the ‘nuts and bolts’ of I’ve never felt constrained by industry contributes to society. I realised that you do your best create followers, great leaders create followers, retail and a lot about managing being a woman in a man’s world, where your adrenaline pumps create leaders. large teams of people. It gave me I have felt prejudice for having Who has inspired you in your the most – for me, that was great leaders the itch to run something, where too little experience, like when career, and what impact has hospitality and leisure, because What interventions have you create leaders I had full accountability for a P&L I was trying to get my first man that had on you? made that you think have I loved what it gave our guests. and balance sheet. I joined the car management role. Everyone My mother worked full time when made the biggest difference? Who has inspired you I’ve spent my subsequent career services group Lex because they needs a first chance – and needs I was young. It was highly unusual in your career? at blue-chip leisure companies – I’m a big fan of changing the promised to sponsor me on an someone to take that risk on them for women to contribute anything from Rank to Odeon to Beefeater culture inside-out and signalling Though I’ve worked with many MBA, and I had a variety of roles and in my experience, a tried-and- financially then, let alone to be to Premier Inn, where I was what’s most important. For brilliant leaders, from the including car sales and General tested approach only reinforces the major breadwinner. Her drive, Managing Director of Premier example, when I visit sites, I want charismatic to the strategist, my Manager of a car dealership. homogenous thinking. determination and can-do spirit Inn and Whitbread Restaurants. to chat to our front of house/back parents and uncle have inspired When the company bought the inspired me – no one told me girls What are the barriers In 2017, I joined Bourne Leisure of house team members before me the most. RAC, I eventually became its CEO. don’t have careers! Professionally, to diverse leadership? as Group CEO. the GMs. They’re closer to the From here, I did a buy-out of one Sir Marcus Sieff, the late former My Mum and Dad ran a small hair guests and I genuinely want to of RAC’s smaller businesses, HPI, Though society is becoming more chairman of M&S, instilled an Why is a diverse and inclusive and beauty shop and they taught know what they think and to say where I got a flavour for both open-minded about how it thinks absolute belief in the customer, workforce important to you? me the things we often forget thank you. working with private equity and about talent, we can’t change the and I have enormous gratitude for when we run a big business. Look There’s a moral reason and there’s being a chairman, at a time when fact that ‘a woman’s place’ is a Sir Trevor Chinn’s mantra of taking after and know your customers, a business reason. My Uncle Interventions must be genuine ‘plural’ careers were far from cultural inheritance from centuries a risk on people with those initial treat your team like family, know Alec was a Holocaust survivor, – you can’t promote diversity if fashionable. I was told by many of women being the home maker opportunities. your product inside out, and never and I could not tolerate living in you don’t understand it in the first that it was madness to leave my – it takes generations to change miss an opportunity to sell an society without trying to eliminate place! It was a no-brainer to sign executive career, but I felt it was that. Many people are unaware What has your experience extra item. discrimination in every form. I up to the Race at Work charter, now or never. Since then, I’ve sat of the prejudices they hold, and of the coronavirus pandemic and to host diversity and inclusion on numerous boards covering 11 always want to lead a business My Uncle Alec survived two it is often unconscious bias that taught you about diversity focus groups to listen to others’ different sectors, and all of them and create an environment ghettos, three slave labour camps causes blockages, so despite and inclusion? experiences. have had a strong and direct and culture where all talent can and two concentration camps. good intentions, the behaviour It’s never mattered more. The flourish. Also, commercially if you consumer focus. is not always helpful to building What are the biggest blockers His whole family were murdered in pandemic has been a shockwave. want to create transformation diverse and inclusive teams. for diversity in hospitality, Treblinka. Despite that he taught Why is a diverse and inclusive We can’t underestimate the you need a range of skills, me never to hate, always love, hidden cost of lockdown on travel and leisure? workforce important to you? What advice would you give experiences, personalities, always be positive, the impossible schoolchildren from low-income someone thinking of starting views and backgrounds. Meritocracy is great in our is possible and always find time I worked my way from the sales families, who simply don’t have a career in the HTL sector? industry, but it hasn’t necessarily to tell a joke!! My hero!!! floor to lead a big organisation, the access to technology and What does great leadership led to enough diversity – senior in a sector largely perceived as a With ambition, determination and development that so many of us look like to you? leadership is oversaturated with “man’s world”, so I’m passionate resilience, anything is possible! take for granted. My fear is we Leadership is creating an a specific type of extroverted, There are so many role models are widening the gap between ambitious guest obsessed mission driven operator. While that skillset who prove this. Hospitality lends the haves and have nots and we and inspiring and engaging the is essential, it’s too narrow and we The tried-and- itself to taking people on a risk leaving a generation behind. organisation to achieve that haven’t valued other strengths, tested approach development journey, nothing Those organisations who make mission. Creating a culture that experiences. can stop you if you have that diversity and Inclusion part of their allows individuals and teams to only reinforces drive and determination. Now is DNA will win the race for talent. flourish and realise their true homogenous thinking our moment – lockdown felt like Penny Nick Hughes CBE Mackenzie Chairwoman, The Gym Group Chief Executive Officer, Greene King

During my early days at Coca- of understanding and respecting of those with different perspectives I’ve gone from bottom to top four are now female, one of whom Cola, the business understood differences that have created and strengths than you. in hospitality – I love that it’s an is from an ethnic background. cultural differences at such a harmony and value that I have industry where you can go all the deep level that I didn’t even been inspired to recreate It’s frustrating that those who way. While I’ve never strayed from What barriers to diversity have register being the first female VP ever since. provide capital largely still take HTL, I have worked in multiple you noticed in your sector? diversity as a tick box exercise. – President of UK & Ireland – at 33 parts of the sector. I spent time Pubs are such a British institution, Why is a diverse and inclusive Female role models are important was something to celebrate. at Bass and Allied Domecq, so our talent pool is naturally workforce important to you? but so too successful male before moving into Burger King Our first son arrived in 1995 advocates for change. limited. People tend to stay in At The Gap, everything revolved as Development Director. In 2002 the industry for a long time, too and I chose to build up my non- I joined the then Tussauds Group around celebrating individuality What interventions have you – it was entirely male-dominated executive portfolio; I have served as Property and Business services and self-esteem, which teaches made that you think have when I joined the sector 20 on boards of consumer and retail director before we were acquired That being said, we’ve still got a you so much about respect. made the biggest difference? years ago, and many of those brands, media, technology and by Merlin five years later and I long way to go – and I want to be banking. My first NED role was When you set a company on leaders are still in roles today. measured on how we have moved a mission towards changing Provisions around childcare moved into operational and MD When I joined Greene King, I was at The Body Shop, I learnt from are critical. I’m a huge advocate of roles on the Executive Board. In the dial on diversity over my tenure the inspirational founder Anita values and greater diversity, as shocked to see how little ethnic as CEO. we did at RBS, you change the businesses going out of their way 2019, after four years as MD for diversity there was among our Roddick, the creator of Profit with to support younger women so Midway Attractions looking after Principles. I recall planting banana whole culture to refocus on the senior management team. With What advice would you give customer and employee brand. they can achieve both professional brands like Madame Tussauds no leaders in our business telling trees in Kathmandu for sustainable and personal successes. At SEB and Sea Life globally, I returned someone thinking of starting gift wrapping and practicing what Being inclusive allows everyone us what it’s like to be a Black, a career in the HTL sector? to reach their potential. bank in Sweden, our female CEO to my roots in pubs as Greene Asian or minority ethnic person trade not aid really means. Today had children while in the role, King CEO. You can start five hours a week at The Gym Group, I’ve used in a pub, how can we know how What does great leadership look so with empathetic leadership it clearing beer glasses and go my experience and passion for to improve the experience for like to you, and what have been can be done! I also love reverse Why is a diverse and inclusive all the way up: leadership roles diversity and inclusion to propel those customers? I’ve sat in on the most difficult examples of mentoring, so much still to learn. workforce important to you? don’t require a degree from an us forward even in uncertain times listening groups this year which resistance you’ve had to tackle? Every team in a business needs have challenged me more than elite university, as it’s all about – I haven’t been willing to accept What advice would you give a broad set of perspectives. I’ve I ever have been before, which connecting with customers. that D&I should take a step back. It’s about being confident and someone thinking of starting spent time in environments with is extremely powerful. We had Jump right in, but set your clear of the way ahead without an a career in the leisure sector? When I look back over my no diversity of gender, sexuality, started on a journey to improve sights high – you have the ego, so you can share your success power to make a difference. career, there are moments while gathering the contributions Find out what you love doing so race, or background, and it’s not race diversity in the business you’ll be as good as you can be. an environment I like working in. but recent events around our Find the work-life fit that enables A range of individuals leads to the founder’s involvement in the slave Who has inspired you in your you to give your best. best decisions, not only for the trade inspired me into taking career? What impact has that business but also for customers. more urgent and direct action, had on you? Who has inspired you People come to work to be so we’re partnering with external Nick Varney, my former CEO at in your career? inspired to be the best versions organisations to educate us and Merlin, has extremely high levels From Anita Roddick, an of themselves, so as a CEO it’s my build a sustainable strategy for of integrity, which rubbed off on extraordinary campaigner, who obligation to make the company improving race diversity and me. I’ve tried to fuse this with opened my eyes to doing things facilitate this. Since I became inclusion. This focus on race is other leaders who have taught me differently before this agenda CEO at Greene King, we’ve made so important, and we now have about the importance of having gained traction to Philip Hampton, great progress on promoting and regular steering committee calls clear Purpose and values in a whose legacy – the Hampton hiring female leaders – of my Exec – but this journey hasn’t been business – I try to apply them both Alexander review – keeps setting directors, I am very proud that easy, nor universally popular. in pursuing the D&I agenda. the pace for women today. Patricia Paul Page-Champion Pomroy Senior Vice President & Global Chief Executive Officer, Commercial Director, Hilton McDonald’s UK and Ireland

I started my career in hospitality I now have the privilege of being Everyone sees the value in Some people believe your real 30 years ago, and recently in a position to influence, and being part of the discussion and career starts at 21, but I started celebrated my 20th anniversary at I feel passionately that it is now really focussing on getting the learning when I was working Hilton. I took a traditional route my role to empower talent from balance right. part-time in Sainsbury’s as a into hospitality, attending hotel all walks of life to reach their student. That’s where an insightful school before embarking upon a career goals too. It’s absolutely We need to educate ourselves manager taught me about graduate programme. In the early crucial that we help people to see in order to change, so we’ve customer care for the first time. days of my career, I transitioned beyond the barriers they perceive also launched a series called Fast forward a few years, and I through pretty much every role to be blocking their development. Courageous Conversations to help trained as an accountant before within a hotel. My goal was to colleagues open up the dialogue embarking on my McDonald’s become a General Manager – a What does great leadership and become allies in our journey. journey as a real estate analyst. position I was offered the day look like to you? That was 24 years ago, and I’ve Who has inspired you after I found out I was pregnant. since taken on a variety of roles Always standing up for what’s right in your career? At the time, flexible working in across the business, from business and against what’s not. This means What interventions have you Who has inspired you in your this field was unheard of and Kristen Campbell – our EVP strategy to commercial finance, eradicating unconscious biases made that you think have made career? What impact has that ultimately, I turned the job down and General Counsel – is an before becoming CFO in 2012. – even the seemingly small and the biggest difference? had on you? for that reason. It was a difficult trivial things. As a woman, I have unbelievable inspiration to me. My career has been shaped by We weren’t sure whether setting As a trainee accountant, one decision but a career-changing been asked to take the minutes She’s offered brilliant advice and inspiring people who’ve seen up a target-driven women’s manager – Henry Shinners – moment. I switched paths into in meetings countless times, and advocated for me throughout my something in me and given me a leadership network was the right had an interesting perspective revenue management, and I didn’t realise it was a problem journey to SVP. She has a gift for chance, so as CEO – a position I thing to do. Since 2015, however, on psychology; he could realised it is possible to work until someone stood up for me. A getting the best from people and took up in 2015 – I look to provide the network has become the single communicate to diffuse any kind flexibly in hospitality. leader should advocate for those inspiring them. a fair culture to seek out that same most effective mechanism for of situation. Externally, I lean on who can’t use their voice. raw talent in people from every Why is a diverse and inclusive What has your experience of the background. catapulting gender diversity. We’ve my coach Annette Court. She’s workforce important to you? What interventions have you coronavirus pandemic taught you just set up an inclusion network, a respectful critic; the conscience This stems from my own made that you think have about diversity and inclusion? Why is a diverse and inclusive which puts me and our 11 self- I need to bounce ideas off. workforce important to you? nominated colleagues in direct experiences and the support made the biggest difference? Reports state that women and contact. I want to understand every What has your experience I received from Hilton during particularly people from ethnic My mum taught me to treat I lead our global Women’s individual’s unique battles, lived of the coronavirus pandemic the early days of my career. minorities have been “double- people how you want to be Team Member Resource Group, experiences and perspectives taught you about diversity jobbing” throughout the crisis, treated, so if you don’t have After maternity leave, I had which champions our incredible in order for us to find the right and inclusion? balancing jobs and taking on the leaders who are women or black a computer installed at home so female talent, bringing people solutions as a business. majority of work in the home. or from ethnic minorities or We couldn’t have survived this I could work remotely. Although together to promote discussion While many people have reported LGBTQ+, something has gone without the incredible team across this gave me more flexibility, my and inspire women to reach their What advice would you give being more efficient, we must wrong in your culture. We have the whole McDonald’s system employer at the time only paid me goals. A huge part of our success someone thinking of starting make sure it’s not at the expense 1,400 restaurants all over the – from farmers and suppliers to for the hours I physically spent in can be attributed to opening up a career in the HTL sector? of that precious time spent with country, and serve millions of franchisees, our restaurant teams the hotel. Hours of homeworking the conversation – this isn’t just families and that we don’t lose people per day – so we need to Be curious at every stage of and company employees. It has went unacknowledged. So for women; it’s about bringing key talent from the industry. Now ensure that our teams across the your career and truly listen to made me especially proud when that’s when I moved to Hilton, everyone along. At our latest more than ever this is critical for whole business represent the customers. Feedback is a gift! our restaurant staff feedback a company willing to truly regional event, we had the biggest the ongoing health and success diversity of the communities in I set myself a target to be 20% that they feel looked after. I’ve consider flexible working, which turnout of male Team Members of the business. which we operate, our customers better every year so I can review upped our D&I budget – it’s was not the norm in 2000. and leaders we’ve ever seen. and our restaurant teams. what I’ve done well on, freeing up time to see what we can achieve space to honestly work through in the right way. my areas for improvement. Sumati Lynne Sharma Weedall Founder & Co-Chair, Women in Non-Executive Director, Aviation and Aerospace Charter William Hill; Greene King

I went to university at 16 to study in the room? I was inspired to What are the biggest barriers to I started my career in supermarket businesses – my philosophy lies manufacturing engineering co-found the Women in Aviation driving the D&I agenda forward? retail before moving into the in speaking truth to power, and I passionately believe and accountancy, and at 18 and Aerospace Charter in July leisure space in 1999. That nothing good can come out It feels like there is a lot of talk got hired by EY on a whirlwind 2018, and we’ve since risen was when I joined Whitbread of a leadership team without that you can’t leave around gender and race, but immersion weekend! I trained as from 40 to 217 signatories – and as Group Organisation diversity underpinning it. We we must help translate those a Chartered Accountant, which counting! Only 5% of pilots and Development Director, leading need to do everything we can untapped potential words into action. We have was a fantastic training ground – 3% of airline CEOs are women our transformation before I moved to bring different perspectives, released excellent research after out on the table the data-led approach I bring to globally, so we’ve published a onto BUPA. I returned to my roots backgrounds and challenges into surveying 1,500+ on tangible work to this day arose from those pledge for what companies can in retail for the next decade or the mix. Humans have a natural Who has inspired you in your actions that can be taken to structured foundations. I joined do to move the dial. so, taking on group HR director tendency to cling to what – and career? What impact has that drive gender balance. I’m driven Virgin straight from EY as I was roles at Dixons Carphone and who – we know, so to invite had on you? by the numbers, so I welcomed passionate about travel, spending Why is a diverse and inclusive Selfridges, before ‘going plural’ people in who don’t look like you mandatory gender pay gap Charles Dunston, founder of 10 years at Virgin Holidays before workforce important to you? last year. That’s given me the requires you to let go some of the reporting in 2017: for the first Carphone Warehouse, is a real rising to take on a range of VP opportunity to get my teeth back ideas you might hold dearly. It’s We need to unleash the potential time, we could see where we were inspiration – his vision pushes roles, from strategy to financial into hospitality and leisure: I have no mean feat, but we can’t get to of the world’s greatest minds, and begin to measure over time him to disrupt the status quo planning, at Virgin Atlantic. Most been on the board of Greene King new ‘whats’ through old ‘hows’. irrespective of gender, race whether our actions work in an and to see round corners. recently, I returned to my roots since 2012 until the business was or background. objective manner. Alannah Weston, Chairwoman of as VP Product & Commercial at sold – and still continue to advise What advice would you give Selfridges Group, is another who someone thinking of starting Holidays, balancing my role with What does great leadership What advice would you give them, and last year I became has real conviction in her vision a career in the HTL sector? my passion – helping women look like to you? someone thinking of starting a Non-Executive Director at and beliefs. Sustainability was on move up in the industry, in which William Hill – and more recently, her radar before anyone else’s, so A great leader is open and has a career in the travel sector? David Malpas, former deputy they are so underrepresented. Stagecoach. chairman at Tesco, gave me the her work on this topic has always a clear vision, and includes all Current rough patch aside, the It hit me as I was heading up a best advice I have ever received: been exceptional and brave. people on that journey to design travel industry is wonderful and Why is a diverse and inclusive project to create the largest joint “whatever you do, do something”. and deliver that vision. It’s the evokes such passion in so many. workforce important to you? airline venture across the world: Make your mark; give it a go; learn What has your experience combination of inclusion & Make sure you move around the why, in negotiation meetings of I passionately believe that you from it, and go again. Get to know of the coronavirus pandemic collaboration with strategy that functions – I became a stronger 25 people, was I the only woman can’t leave untapped potential out yourself and don’t shy away from taught you about diversity makes the magic happen. and more rounded senior leader on the table. I abhor groupthink your own ideas – it’s an important and inclusion? by diversifying from finance to and the damage it does to pattern to get into. strategy then commercial and HR. We’ve all had to take stock and rethink what really matters. I’m Who has inspired you cautiously optimistic: we’ve turned in your career? our old assumptions about flexible and home working on their My cousin was one of the head. Supplement that with the first Indian female Chartered groundswell of emotion around Accountants in England, which the Black Lives Matter movement, left a deep impression on me as a and we have a collision of child. More recently, Kamala Harris factors standing up in the face is an inspiration as the first female of inequality. Accepting that Vice President, and a woman of we’re not in control, and that the colour. You can’t be what you can’t impossible is possible, is freeing. see, so I’m passionate about a world where these cases aren’t the ‘Onlys’ - they become the norm! About Us About WiHTL Acknowledgements WiHTL is the most impactful collaboration We would like to thank and acknowledge community of leaders across the each person highlighted in this report hospitality, travel and leisure sector and for so generously giving up their is devoted to increasing women’s and time to contribute to this publication. ethnic minorities’ representation at all Particular acknowledgement must go levels, and in particular in leadership to Tea Colaianni and her team, Joanna positions. Our mission is to make a Aunon and Gina Baillie, for their positive difference to 5 million women determination to make a difference in and people from ethnic minorities across the HTL industry. We would like to thank the hospitality, travel and leisure industry our team at The MBS Group – Moira globally by 2025. For more information, Benigson (Chair and Founder), Elliott please visit www.wihtl.com/home Goldstein (Managing Partner), Sam Siegler (Director, Travel, Hospitality and Leisure), Ronan Busfield, Simon More, About Sian Hale, Imogen Sewell and James Wardlaw for their invaluable contribution The MBS Group to the production of this report. For more than 30 years, The MBS Group has been a leading sector- specialist executive search firm advising all consumer-facing industries, with a particular focus in the hospitality, travel and leisure industry. Clients consider us to be the partner of choice when searching for critical leadership roles that make a difference. We work at board level and on executive positions across all functions of strategic importance. For more information, visit www.thembsgroup.co.uk The MBS Group 3 Primrose Mews Off Sharpleshall Street London, NW1 8YW +44 (0) 20 7722 1221 [email protected] www.thembsgroup.co.uk © Copyright 2020,The MBS Group. All rights reserved.