Women to Watch in Hospitality, Travel & Leisure Index 2019

The inaugural edition from The MBS Group and WiH2020

Foreword

n its inaugural year, the Women to industry as soon as they finished their Watch in HTL Index showcases the education, others joined the industry range of female professionals across after having worked in different sectors. I Some of them work flexibly, others hold Hospitality, Travel and Leisure occupying an incredible variety of different roles. roles managing teams across a number of different continents. They all share a desire The Index highlights the broad and deep to support other women in their aspiration female talent pool we have within our to grow, learn, contribute, and have industry and aims to inspire more women fulfilling careers within the sector. to pursue a career within the sector and to reach the most senior levels within In putting together this Index, we solicited their organisation. nominations from a wide range of sources. The invaluable and detailed exercise to The Index profiles 90 impressive women compile the profiles was conducted by The who distinguish themselves for their MBS Group, the leading executive search commercial and operational excellence, firm for consumer facing industries and industry and social impact and tenure, their a long term WiH2020 partner. All women achievements and passion for the industry. featured in the Index have been personally interviewed by The MBS team and have WiH2020 research across over 120 been included on the basis of some businesses within the sector shows that rigorous criteria. I would like to thank Elliott companies in hospitality, travel and leisure Goldstein and Sam Seigler, as well as their are making great strides towards the team for their commitment to supporting Hampton-Alexander target of 33% women the work we do at WiH2020 to increase in the FTSE 350 leadership teams by the women's representation and diversity as end of 2020, but a lot remains to be done. a whole in leadership positions across Women lament the lack of role models at Hospitality, Travel and Leisure. senior level across the sector.

The Index has unearthed a monumental wealth of experiences, personal and professional stories, successes, tips and lessons learnt. These women are inspiring role models with diverse backgrounds, Tea Colaianni nationalities, educations, race/ethnicities, Founder and Chair experiences and ages. Some joined the WiH2020

03

Introduction

he Hospitality, Travel and Leisure What does this mean for the sector industry is rich with inspirational more broadly? When it comes to female leaders and it is The MBS diversity, we know there is more to do. T According to joint research undertaken Group’s privilege, in partnership with WiH2020, to publish this inaugural by MBS, WiH2020 and PwC earlier this year, less than 11% of CEOs in HTL are Women to Watch in HTL Index. women and 87% of HTL companies We set out not to find the “top” women have an all-male CEO, CFO and Chair in the sector, but to demonstrate that there leadership triumvirate. are inspirational female leaders in all areas More encouragingly though, 36% of direct of HTL. The Index is not exhaustive, and reports into the Executive Committee nor is it ranked in any way. The women level are female. By highlighting these profiled here are truly inspiring and we’ve phenomenal role models, we hope that been fascinated to hear more about the Women to Watch in HTL Index will play their stories and what’s motivated them. a small part in inspiring ambitious women But we know they just scratch the surface. to pursue a career in the sector – whether So, how have we arrived at this list? that’s joining from outside it or continuing Over the course of the past few months, to progress within it. WiH2020 and The MBS Group have Finally, one woman who is absent from the sought nominations from across the sector. Index but is without question an inspiration In particular, we asked for nominations to all of us who work in and around the of women who stand out from their sector is Tea Colaianni. Through the peer group and excel in any one of the WiH2020 initiative, she is pushing the following areas: leadership, commercial sector forward in a real and practical way. impact, entrepreneurialism and innovation, We are very grateful to her for inviting making a wider contribution to the us to partner with WiH2020 on this sector or making a wider contribution exciting project. to society at large.

The women featured work across almost 15 different functions and span every key sub-sector of the HTL industry – from Airlines to Travel and Finance to Sam Seigler Engineering. They include women who’ve Director - Hospitality, started their careers in the sector and Travel and Leisure those who’ve moved to it more recently. The MBS Group

05 Wendy Atkin-Smith Company Viking Cruises / Position Managing Director, UK

Describe HTL in three words. endy is currently MD of Viking Cruises UK. INNOVATIVE, W Over the past few years, DYNAMIC and Wendy has seen Viking expand into ocean cruising from purely MOTIVATIONAL. river cruise.

What do you find most rewarding in your job? Leading a team of people who are as passionate about the brand as I am. Our whole team, from our sales and marketing offices to the crew on every ship, is dedicated to providing an exceptional experience to all our guests. I also really enjoy meeting our guests, both on our cruises and at our events in the UK, many of whom have become friends. I also think our product is the best in the industry, so it is a brand everyone is proud to work for.

What challenge have you learned the most from in your career? Doing what’s right for the business even if it’s the hardest and least QUICKFIRE popular option. WHAT BOOK HAS WHO IS YOUR ROLE person I have ever met What advice would INFLUENCED MODEL WITHIN THIS who gives his absolute you give to the next YOU THE MOST? INDUSTRY? all to his company. generation of women It would have Torstein Hagen, the WHAT QUALITIES ARE entering your sector? to be Richard Chairman of Viking. He’s THE MOST VALUABLE Be bold, don’t be afraid to Scarry’s an amazing entrepreneur IN A LEADER? make your ideas heard and Busy, Busy with a very clear vison Honestly, transparency, don’t take no for an answer. World. This book and goal. He never takes clear vison, was given to me by my no for an answer and decision‑making grandmother when I was a teaches you that and a sense of small child. It opened my you can always humour. eyes to the possibility of find a solution; travel and instilled a great you just need sense of curiosity in me to think outside about different countries the box. He’s also and people. the hardest working

06 Kathryn Austin Company Pizza Hut Restaurants / Position Chief People and Marketing Officer

without having a clear career path and watching the magic happen in that Describe HTL process is great. We have in three words. apprentices and new joiners who start out with very low confidence to the INNOVATIVE, level where they can’t even look their colleagues in the AUTHENTIC eye, and we help them to progress to leading multi- and RESILIENT. million-pound restaurants. athryn joined Pizza What benefits do you Hut from Lloyd’s think a more diverse Banking Group, K workforce brings to after spending six years as the food industry? Head of HR Operations at Our industry is all about Barclays. She joined the providing a diverse service British Airways graduate for our customer, that’s part scheme following her and parcel of what we do. undergraduate degree. We serve everyone in the UK and so our workforce What do you find most really must reflect that. rewarding in your job? My job is really about How are you encouraging people. Hospitality more women into your is an industry where sector? there is so much On a personal level, I do people in the industry. I am also currently opportunity to develop a fair amount of mentoring In fact, I am so proud a Non‑Executive Director a solid grounding for both in Pizza Hut that one of my mentees, for Bluestone National life. You need a strong restaurants and in my home Catrin Jones, has just been Park Resort Pembrokeshire, work ethic, as well community in Cardigan, awarded IOD’s Start Up one of the biggest social, communication, West Wales. My husband Director of the Year (Wales) sector employers in team‑working and and I are passionate and the business she runs Wales, who are currently customer skills, which about supporting young with her partner, Crwst, developing an academy are all areas that are not entrepreneurs to realise has been recognised as to professionalise really taught in school but their ambitions. We help the Best Rural Start Up careers in hospitality essential for a constructive them to understand Business in the UK. and help provide that society. Most people business basics and first critical step. stumble into the industry connect them with other

[WE DEVELOP SKILLS] THAT QUICKFIRE ARE NOT REALLY TAUGHT IN WHAT BOOK HAS INFLUENCED YOU SCHOOL BUT ESSENTIAL FOR THE MOST? A CONSTRUCTIVE SOCIETY. In terms of business books, it would be Stephen Covey’s 7 Habits of Highly Effective People. It is an oldie but a goodie. A highly practical read and something that I’ve always referred back to. WHAT QUALITIES ARE THE MOST VALUABLE IN A LEADER? Honesty, courage and love.

07 Describe HTL in three words. Rebecca Austin CHANGING, Company Odeon / Position General Manager, Odeon Bath FAST-PACED QUICKFIRE and FUN.

WHAT BOOK HAS WHAT’S and self‑development INFLUENCED THE MOST behind each one. YOU THE MOST? INTERESTING This focus on engagement The Fearless THING YOU’VE and conversation in getting Organization SEEN OR HEARD RECENTLY? the most out of people has by Amy C. A colleague and I recently acted like a spark within my Edmondson. went to a CIPD student team. They’re now more conference, where we motivated to examine their ebecca has worked WHO IS YOUR ROLE MODEL attended a talk about own futures and career for ODEON for WITHIN THIS INDUSTRY? inclusion. It changed my progression. over ten years in a Our MD, Carol Welch. approach to performance R I appreciate that she has reviews: though they WHAT QUALITIES ARE variety of different roles. a backbone; it makes her do still come down to a THE MOST VALUABLE very engaging and inspiring measurable score, it’s better IN A LEADER? What career advice when she speaks. to focus on the conversation Accountability and trust. would you give to your younger self? Be confident. Don’t be If you weren't doing What benefits do you women weren’t coming scared to give things this job, what would think a more diverse through the ranks. A more a go, because you’re you be doing? workforce brings to HTL? diverse workforce brings probably capable. That I’ve always been in Given that Bath is a greater awareness, as if reticent mentality used to Operations, as the role university town, we have you only ever listen to hold me back, but as I’ve gives you the freedom a quickly changing team. the loudest voices, you’re met more senior leaders to get the most out of I’m involved in HR strategy limited to their points of over the years, I’ve felt people. That encouraged and the “Our Incredible view. Some of the best more reassured about me to study for a CIPD Differences” initiative at changes we’ve instigated my knowledge and my qualification, which has Odeon, so diversity is at in our training approaches gut instincts. boosted my confidence the top of my agenda. have come about through as I engage with people When I joined, my cinema listening to those who in different sectors in an had a very male leadership don’t usually speak up. HR capacity. From my team, which we’ve If people feel included in experience, most jobs managed to even out to the workplace, they tend are fundamentally to 50/50 by examining why to be happier and get do with people. more things done. BE CONFIDENT. DON’T BE SCARED TO GIVE THINGS A GO, BECAUSE YOU’RE PROBABLY CAPABLE.

08 Emma Banks Company Hilton / Position Vice President, F&B Strategy and Development EMEA

What attracted you to in such a huge part of the most productive due work in the HTL sector? the world: despite its to the blend of approaches, I’m proud to say that 2018 challenges, HTL is an methodologies and marked my twentieth industry that has never management skillsets. anniversary in the industry. disappointed! When recruiting, I After working in two always give the role unrelated jobs after How have you seen your to the most capable university, I wasn’t where company culture change? and suitable candidate I wanted to be and read What is one key thing rather than to “a man” a job advertisement you’ve seen enable this or “a woman”. Having calling for graduates inclusivity change? said that, I try to ensure with commercial work Working in the Middle East a fair balance, because rior to joining experience. I was attracted is interesting, as I still have a mixed environment is healthier and offers more Hilton, Emma to the role description: a to walk into predominantly perspectives. When high- worked in a mix of leisure, high street male rooms at conferences P fieldwork, and liaising with and dinners. What’s profile companies like variety of Director roles, customers and suppliers. I different now is that people Hilton celebrate diversity before moving to Dean liked the idea of not being are welcoming women into through mentorship and Deluca to oversee confined to an office. The these forums and enjoying programmes and operations. Her career industry has allowed me a mixture of opinions across engagement activities, has also taken her to to work in pubs, clubs, teams. Research shows other members of the Dubai, where she was and premium casual and that gender-balanced industry are more likely Managing Director at upscale restaurants under leadership is ultimately to follow suit. Jumeirah Restaurant a variety of ownership Group. In her VP EMEA models. I’ve lived in Kuwait and Dubai and am now Describe HTL in three words. role, she directs sourcing responsible for fifty-four and management of countries within EMEA. I DISCOVERING NEW third-party restaurant love that I get to continue brand and operator my journey working across HORIZONS. relationships. a breadth of businesses QUICKFIRE

WHAT BOOK HAS boss when WHAT’S INFLUENCED YOU I returned THE MOST THE MOST? from INTERESTING I devoured Michelle maternity THING YOU’VE Mone’s My Fight to leave amid SEEN OR HEARD the Top in a day. I a company RECENTLY? merger. It was was so impressed Data has replaced a very challenging by how this woman oil as the most valuable time for me and for had put herself on the commodity in the world. the company, and she was line both personally and Every organisation is a fabulous manager. She physically. I respected her obsessed with talking about is a great mentor, leader before, but after reading her data, even if they don’t and friend, and we’re still in phenomenal story, it struck know what to do with it touch fifteen years on. She’s me how much she deserves yet. I heard a radio debate a stand-up role model for everything she has built. recently about the increasing the industry as someone who threat of data theft, and it’s WHO IS YOUR ROLE MODEL came through the ranks in a something which businesses WITHIN THIS INDUSTRY? big beer group, became a and consumers alike need COO and finally raised the Jillian MacLean MBE, the to be alert to. founder and CEO of Drake funds to successfully build & Morgan. She was my first her own empire.

09 Describe HTL in three words. Sally Beck FUN, Company Royal Lancaster London / Position General Manager CARING QUICKFIRE and HAPPY.

WHO IS YOUR ROLE MODEL give advice based on has a carafe of potable WITHIN THIS INDUSTRY? pharmaceutical-funded bathroom tap water with Harry Murray, the MD of research rather than medical a label explaining what it Lucknam Park Hotel. I’ve intelligence. Now, in the age is, why it’s there and how heard him speak and really of burgeoning diabetes and it can be refilled. It will be liked what he had to say. obesity, we need to get back interesting to see what the There was no ego or guile, to natural foods. This got me reaction is; we’re it was all about how much thinking about the circular trying to be ally is the third of he cares for and develops economy, which is focused plastic-free his team. His attitude was on long-term results rather by 2023 and two generations to than the linear, profit-driven educating our work in the pub and ‘if you do it right, it will S be right’, which I admire. model we operate in now. guests is the hotel sector. Prior to the If we kept cows on grass first step towards Royal Lancaster, she was WHAT’S THE MOST rather than feeding them that. INTERESTING THING with grain on purpose-built Marketing Director of The WHAT QUALITIES ARE Landmark for 11 years YOU’VE SEEN OR HEARD farms, we wouldn’t need to RECENTLY? use fertiliser and pesticides, THE MOST VALUABLE and subsequently, Hotel IN A LEADER? The documentary The Magic which would produce fewer Manager at Lancaster emissions. The water from Humility and a willingness London. Alongside Pill, which explains how humans have approached our taps is filtered seven to ask questions, even her General Manager medicine and times, yet we all think we when you don’t know all the responsibilities, Sally is food the wrong need plastic answers. A leader should be an active member of the way in recent bottles. I’m both decisive and inclusive, Institute of Hospitality, generations. We introducing listening to their team before they act. If you make the and a St Julian’s scholar. pop pills rather a trial on one than eating floor of my wrong decision you must hotel where admit to it, determine why What attracted you to healthily, and every room it happened and move on. work in the HTL sector? governments I come from a long line of hoteliers and publicans, so diversity in leadership roles it seemed natural to enter to reflect our workforce the industry in which I was and the client base that born and bred. I’ve stayed supports us. When I go because I love how vibrant to awards dinners, most and challenging it is; it’s of the people winning are never mundane, and every men. I would like that to be day is different. more even. Finally, diversity is about more than just What do you hope the gender. For my teenage HTL industry will look children, embracing like in 5 years? everyone for who they are I would like career comes naturally. They don’t progression to be more share the same struggles straightforward and freer of my generation has with unconscious bias. Though diversity, which I find I don’t personally have a heartening. university degree, I am still capable of making strategic decisions. I hope that in A LEADER SHOULD BE BOTH DECISIVE AND INCLUSIVE, five years we will see more LISTENING TO THEIR TEAM BEFORE THEY ACT

10 Louisa Bell Company Avis Budget Group / Position General Manager, UK

for life. However, I was very attracted to the British Airways graduate programme, which offered QUICKFIRE four and a half years WHAT BOOK HAS WHAT QUALITIES ARE moving around different INFLUENCED YOU THE MOST VALUABLE parts of the business. THE MOST? IN A LEADER? It offered me a great chance to understand I confess that Listening and being curious what I wanted to do next I buy more about why things are going business books on. Some of the biggest within a great company. than I read! breakthroughs are made I’ve stayed in the sector But there was one which when you allow yourself to ouisa has held ever since because of captured my imagination, wander down a path without the people, the positivity commercial, The 4 Disciplines of a definite destination in and the opportunities customer service Execution, which is a method mind. You need to give L available. It’s a space where for achieving goals amidst yourself space to see where and operational roles there’s generally a lot of the day to day maelstrom. It life will take you, as often it’s in the travel sector. Prior enthusiasm about the taught me how to make sure there that you find the most to Avis Budget Group, future, which is energising. you’re driving forward and important she spent several years using leading indicators to answers. at Eurostar and British What are the biggest understand progress early We live in Airways. As General challenges facing rather than focusing on lag a world Manager at Avis, she women in HTL? indicators and reacting after with a huge is responsible for P&L Avis Budget Group has the event. More generally, amount of a lot of senior roles filled I recently read 21 Miles, structure, of the UK business. Jessica Hepburn’s memoir which by women, particularly covering her decision to is often necessary, but bigger in the UK, but there are swim the channel. I’m doing things can be hidden down still hidden challenges in I’VE STAYED a channel relay myself later a random path around IN THE SECTOR business generally. I believe this year, so this book was the corner. that in some businesses, very influential for me. BECAUSE OF women are more likely to be judged on their THE PEOPLE, personal lives than men. THE POSITIVITY Though not specific to AND THE the travel industry, people often make assumptions OPPORTUNITIES that your career priorities change when you return What attracted you to from maternity leave, and work in the HTL sector? that you may no longer I started off doing a PhD be interested in taking the in theoretical physics, next step. Equally, women so it was not the most who don’t have children obvious link. I knew I didn’t face their own challenges have enough interest and more questions than in that field to pursue it men about the subject.

Describe HTL in three words. FORWARD-THINKING, ENHANCING and DYNAMIC.

11 Kirsty Bennett Company Virgin Atlantic / Position Vice President of Transformation

irsty started her career at First Choice before joining Carnival K UK. She has been part of Virgin IF SOMEBODY OFFERS Atlantic for the last year, where she YOU THE OPPORTUNITY, leads business change in her Vice EVEN IF YOU’RE NOT President role. She has experience in IT and portfolio management, READY, JUST COMMIT which she has used to drive growth YOURSELF TO LEARN across multiple businesses. ON THE WAY.

What do you find most What advice would rewarding in your job? you give to the next Describe HTL in three words. Since going into generation of women transformation, I have entering your sector? FUN, FAST realised how much change It’s so different now to can impact people. when I was working in FASCINATING. Seeing change delivered technology twenty-seven successfully also means years ago. A lot of barriers winning hearts and minds, have been removed, but and sometimes it requires I still think it’s important a lot of communication, never to overthink or doubt collaboration and your abilities and ignore coordination to do this possibilities. It’s all there to successfully. Maybe it helps be had; people give up too that I really enjoy coaching quickly. If somebody offers and mentoring; I’m putting you the opportunity, even a lot of focus on that now. if you’re not ready, just I love seeing people join commit yourself to learn a company, learn and grow. on the way. QUICKFIRE

WHAT BOOK HAS put time and effort into me, make the journey a seamless, INFLUENCED YOU for nothing. He’s the one rather than a frustrating, part THE MOST? who really made me want to of the holiday experience. Inspirational quotes are formally invest in coaching Customers want a holiday more empowering to me. myself. That said, I have to be exciting, but the They stand out a lot more always wanted to work for airport can dampen that. in my mind. When you’re Virgin, as Richard Branson’s We want to make it part of struggling a bit, they’re entrepreneurial and positive the holiday, so that the fun there to immediately spirit really lifts the mood and relaxation begins as encourage you. around the place. soon as you leave home. We’re WHAT’S THE MOST WHO IS YOUR ROLE MODEL looking into INTERESTING THING WITHIN THIS INDUSTRY? developing YOU’VE SEEN OR HEARD facial Different people have driven RECENTLY? me at different points in my recognition career. When I was at Jersey Airports of the future. I love technology Telecom, my mentor spent going on holiday, but I hate so that one a lot of his time coaching the airport experience. I am day, you may me, even though he didn’t currently in a project with be able to just get anything out of it. He our airports delivery partners, pass through the airport. was willing to invest in me, working on how we can

12 Jane Bentall Company Bourne Leisure Group / Position Managing Director, Haven Holidays

I TRIED TO FOCUS MUCH QUICKFIRE MORE ON MY WHAT He was totally unbiased in STRENGTHS BOOK HAS thinking through the best AND THAT INFLUENCED person to do a given role. WAS A REAL YOU THE He was desperate to get MOST? more female Operations TURNING POINT There was a Directors, although we didn’t FOR ME. brilliant book have the best process for it that I used for back then. The belief that the ane has been I learnt so much from a project at university called founders had in their people doing it; it encouraged Theory of Mind. We were made a big difference in the Managing Director staff believing they could me to give my team more doing a piece of research of Haven Holidays succeed. I never questioned J autonomy and look at what at the time exploring the since 2016 and was whether I could be successful I was good at. I think most idea that children’s minds previously CFO for the or even had to think that women tend to look the were a blank canvas at birth. Bourne Leisure parent From this, we had to figure I couldn’t balance home other way and ask “what with family. company. She is a am I weak at” but I tried out how children learn that chartered accountant with to focus much more on their thoughts are personal, WHAT QUALITIES ARE significant experience in my strengths and that was or how they learn to play THE MOST VALUABLE the field. She currently a real turning point for me. hide and seek, or even lie! IN A LEADER? sits on the Investor and That piece of work really I have a big thing about influenced me in thinking Executive Board, as well What advice would integrity. For me, trust through the real importance underpins absolutely as the Audit Committee. you give to the next of understanding people. generation of women anything in any organisation, Although I didn’t stay in but particularly in my What challenge have you entering your sector? psychology and went into teams. That doesn’t always learned the most from in I believe you have to accounting afterwards, mean telling people what your career? embrace understanding it was really influential. they want to hear, but it operations. Whatever There are two. One was a WHO IS YOUR ROLE MODEL does mean being clear long time ago, early on in the business is within WITHIN THIS INDUSTRY? on following through if my career when Bourne HTL, we are all giving you say you’re going to people experiences so John Cook, who was one bought the holidays of the founders of Bourne. do something. We use you must understand division from Rank. We had Although he’s no longer with something called the “trust the guests and get close to bring together a small us, he was a huge influence equation”. It is represented entrepreneurial business to them. It’s also the in my career. He was so far as credibility x reliability and a division of a PLC and interaction with the team ahead of his time in terms of x intimacy. However, it is try and merge those two that informs how we make understanding equality and divided by perception of cultures. It was brilliant to decisions. I encourage diversity. He was the one self-interest. No matter what be part of it and I learnt women entering the who consistently reminded you put on the top, if people so much from that; it was industry to spend time us that generally women think you’re doing it for your own self-interest then there’s great that we didn’t lose in operations as, without make decisions about where no trust, and that’s at the the best from either. I never it, it will be harder to the family goes on holiday. heart of my leadership style. underestimated the impact really be successful. every decision made on the team. More recently, when I took over as Managing Director and was briefly doing two roles, I had to Describe your industry let go of some of the things in three words. I used to be involved in and the decisions I used to MEMORIES, make, because I physically couldn’t do it all. I had to TEAMS and prioritise and think about where I was of most value. GUESTS.

13 Describe HTL in three words. Claire Bentley THE Company British Airways/IAG / Position Managing Director, Holidays DREAM QUICKFIRE MAKERS.

WHAT BOOK HAS WHAT’S THE MOST cancelling her enrolment. INFLUENCED YOU INTERESTING THING It’s a helpful reminder that THE MOST? YOU’VE SEEN OR HEARD makes me think about my Roberto Benigni’s RECENTLY? own lollipop moments; the La vita è bella Drew Dudley’s TED talk little words here and there (Life Is Beautiful). Leading with Lollipops. that make a difference It’s about an The gist is that we tend to someone’s day. Italian Jew who to overplay leadership as WHAT QUALITIES ARE laire has spent is sent to a concentration something reserved for THE MOST VALUABLE 18 years at British camp with his son, whom prolific people like Steve IN A LEADER? Airways, where she he encourages to hide Jobs, when it’s the small C by devising a game. The You must be capable and leads the holiday division. things everyone can do message is that if you create fair, and most importantly As a member of the that make a difference. He the right backdrop and put relays a story about giving a charismatic communicator leadership team, Claire a positive lens on a situation, out lollipops on a university who builds a trusting has worked closely with you can find a lighter side campus during freshers’ foundation. I’ve seen the Executive Committee against all odds. week and making a joke to excellent communicators and Board to help grow WHO IS YOUR ROLE MODEL a very nervous girl. Though who don’t deliver on their the holiday brand. IN THIS INDUSTRY? he may not remember the promises, and results-driven Julia Simpson, the chief exchange, the girl cites leaders who can’t get What challenge have of staff at IAG. She’s an it much their team on board. you learned the most influential female, who later A good leader combines from in your career? manages to balance being as the these aspects and gains Initially, it was building encouraging with a no- moment their team's trust and confidence in our nonsense, fair approach that kept confidence and ensures organisation while to communication and her from everyone is on board Holidays was still a very delivering results. to deliver a plan. minor subsidiary of British Airways. More recently, I would cite the transition from being a small business. We continually gender when hiring the I’VE LEARNT company to a larger one. need to focus on equipping best person for the role. Our revenue this year will everyone as best we can Women progress as men TO TRUST THE exceed £900m, versus to come on this growth do with no blockages TEAM, WHO ARE £50m ten years ago. journey with us. to promotion. I started EXPERTS IN On the back of this, we in an entry-level job in changed our culture and What have you done to Operations, and half of THEIR AREAS, management style, so my promote diversity within the BAH leadership team SO THAT WE biggest challenge was your organisation? have progressed from to ensure our expansion Our workforce is on various internal roles, DO THE RIGHT was smooth, both from a average two-thirds female with the other half joining THING FOR THE revenue and a people point across all levels and over from other businesses BUSINESS. of view. Reminding myself 25% of our workforce at a senior level. This to let go was very difficult, benefit from flexible diversity of experience as there was a need to working, which often and external perspectives be in the detail at the resonates with women. is fundamental to ensure beginning. Being involved Tour operators are often fresh ideas. in everything is no longer more female-centric viable. I’ve learnt to trust than other businesses, the team, who are experts so though it sounds like in their areas, so that we a cliché, I don’t need to do the right thing for the consciously think about

14 Describe HTL in three words. Regina Borda OPPORTUNITY Company Yum! / Position Managing Director Europe, UK and Canada, Pizza Hut FOR QUICKFIRE GROWTH.

WHAT BOOK HAS WHO IS YOUR ROLE MODEL WHAT QUALITIES ARE INFLUENCED YOU WITHIN THIS INDUSTRY? THE MOST VALUABLE THE MOST? Our outgoing CEO, Greg IN A LEADER? Yuval Noah Harari’s 21 Creed. I looked up to him for For me, a good leader is Lessons for many years, mainly because comprised of four pillars. the 21st he has excellent vision and They need to be smart, Century. he is a great brand builder. which means knowing It’s about He also really cares about where they are going egina has been what we can the people who work for him, and how to get there. They at Yum! since 2003, expect in and he knows exactly how to need to have heart, which with her role taking next fifty create the right environment means being dedicated R years from a for people to succeed. His to their people. They also her from KFC to Taco Bell geopolitical, approach has always been need to have the courage to and finally Pizza Hut in economic that “nice people can win”. speak up and do the right the US, Germany and the and technological He doesn’t thing, and finally, they need UK. She has experience perspective. It talks a lot believe that to have grit. Once you in leading marketing and about how AI will replace being mean start doing the right operations teams all over many existing roles, and or “cut- thing, you must see the world, and she speaks what we can do to prepare throat” it through. French, Spanish, German for that new environment. gets you We’re currently trying to to the and Portuguese fluently. wrap our heads around this top. It’s as a company, because it’s clear that What are the biggest very clear that skill sets will he has challenges facing completely change in the proved that, women in the industry? coming years to adapt to because Yum! I think a lot of women such technology. has done very well. are affected by imposter syndrome, which is not necessarily an industry- How have you seen your leadership roles globally at my level, and I was specific issue. We want to company culture change? by 2030. I know that Pizza constantly asked who be 100% certain before we I’ve been with Yum! for Hut Europe already has was looking after my put ourselves forward for sixteen years, and I have a 50/50 gender split in their kids while I was at work. anything, which is simply worked across KFC, Taco senior leadership team. Times are changing, the way we have been Bell and Pizza Hut. The If I compare this kind of but it doesn’t happen socialised and brought company has always progress to when I was naturally. It must be driven up. It’s noticeable in focused on customer and working for KFC Germany by senior leadership, the hospitality industry, employee experience, ten years ago, the change so it’s great that we are however, because it is and I know that we’ve is monumental. I was addressing that. a sector where people made a very concerted usually the only woman tend to start from the effort in terms of Diversity bottom and rise to the and Inclusion. We are a top, so self‑promotion TIMES ARE CHANGING, BUT IT member of the Paradigm is an important part for Parity coalition, DOESN’T HAPPEN NATURALLY. of that career trajectory. which aims to have total IT MUST BE DRIVEN BY SENIOR gender equality in senior LEADERSHIP

15 Zoe Bowley Company Pizza Express / Position Managing Director

looking after business profit and loss sheets and heading up teams, where I gained a far greater taste of QUICKFIRE leadership and commercial WHAT behaviours as a result. strength than I would have BOOK HAS It’s crucial that men and in traditional sectors. We INFLUENCED women work together need to share this more YOU to embrace diversity of and tell people about the THE MOST? thought and the emotional amazing careers that you connection that women Lean In can have in the industry. can bring to the table. by Sheryl Sandberg. I also WHAT’S THE MOST How have you seen your oe has worked enjoyed In My Shoes, a INTERESTING THING company culture change? at PizzaExpress memoir by Jimmy Choo YOU’VE SEEN OR HEARD since 2010 and, One of our biggest co-founder Tamara Mellon. RECENTLY? Z strengths is our Return The insight into the mindset now as MD, oversees When I was in China recently, to Work programme, 420 restaurants in of a woman who grew an I encountered the café chain which is quite topical at empire was very interesting, the UK. Prior to this, Luckin Coffee. The brand the minute. I have always as there were parts I she held senior roles didn’t exist two years ago, personally championed could relate to and parts and it has since opened at Weightwatchers, that. I returned twice I couldn’t. Judy Garland 3000 locations! It’s a totally Whitbread and David in different roles that also had a brilliant quote I digitalised coffee offering, Lloyd Leisure. She has allowed me flexibility always use for females in my so you order and pay on been in the hospitality as I adjusted to having organisation: “always be a the app and it will direct industry since finishing children and maintaining first-rate version of yourself, you 50 yards on the left to university, beginning her my career. That’s something instead of a second-rate your local branch to pick up career on the graduate I campaigned to improve version of somebody else.” your coffee. The innovation Often, women have had was mind‑boggling. scheme at Firkin Brewery, within Pizza Express, as young women find to compete professionally I am fascinated by the part of Allied Domecq. putting their career on in a man’s world and phenomenal pace and hold a barrier to having have adopted unnatural scale of China. What are the biggest a family. Coming back to challenges facing work forces you to think women in HTL? in a different way, and all Having been in operations our women have flexible, for twenty-seven years, the individual contracts struggle is finding other which allow us to get the successful female operators best out of them. We’ve who feel they can juggle launched a flexible working their work-life balance. programme at scale this The late nights, irregular year. There’s a danger hours and weekends are of pigeonholing women challenging. I took that with children as the only to be the flexibility of the people who benefit, but industry, and it’s never fundamentally it’s about seemed like a barrier to everyone who wants a me. Ironically, I think the different way of working. nature of the operating hours has afforded me more flexibility. For years, IT’S CRUCIAL the sector has in my THAT MEN AND opinion been “corporately immature” and lacked a WOMEN WORK degree of professionalism TOGETHER where people see no strong prospects for career TO EMBRACE progression. However, DIVERSITY OF at only twenty-two, I was THOUGHT

16 Tania Boyes Company Virgin Atlantic / Position Director, Cargo Operations

ania began her career in aviation at Airbus UK, where she held roles across engineering, safety Tand quality assurance. Having joining Virgin Atlantic in 2001, she was appointed Director, Cargo Operations in 2018, where she is currently responsible for customer experience, safety and security, business improvement and innovation. She also holds a BEng Hons in Mechanical Engineering.

What attracted you to their Wheels and Brakes for progression are great, male. As part of our current work in the HTL sector? Engineering team and and all the roles are unique. business plan “Velocity”, I initially chose a absolutely fell in love with Virgin Atlantic aims to have mechanical engineering the world of aviation. They How have you seen your 50% female leaders by degree because, being offered me a job in their company culture change? 2022. To be successful, the obsessed with cars, I Bristol office, and I joined Virgin Atlantic is an industry needs to target wanted a career in Formula the moment I completed inclusive company where schools and universities 1. During my placement my degree. The rest people are encouraged to encourage students to year at university, I was is a wonderful career to be the best version of apply for jobs in our sector, offered a placement at working with aircrafts. themselves. In terms of and Virgin is working hard Airbus. It sounded like It’s very fast-moving, demographics, airlines on widening the pool that a great opportunity and every day is different, have a tough job due to the we select from, for example who wouldn’t want to work and you can never plan high number of pilots and offering a wide range of in the South of France! your weeks or even your engineers who are largely apprenticeships for people I spent a year working in days. The opportunities of all backgrounds.

FOR ME, IT ALWAYS COMES QUICKFIRE BACK TO BEING YOUR TRUE WHAT WHAT’S THE MOST kept the old character and BOOK HAS INTERESTING THING “soul” of the original but SELF INFLUENCED YOU’VE SEEN OR HEARD modernised it into a fantastic YOU THE RECENTLY? car for today’s world. MOST? Workwise, we just launched WHAT QUALITIES ARE Good to Great: our very first A350 flight to THE MOST VALUABLE Why Some JFK! For many teams, this IN A LEADER? Companies marks years of work coming Above all, authenticity. Make the Leap… and Others to fruition. Outside the For me, it always comes Don’t by James C. Collins. sector, I recently back to being your true It’s all about honesty and watched the self if you want people discipline and getting that reveal of the to trust and follow little bit more out of yourself new Land Rover you on a journey. and your teams, which is Defender. I’m something I try to apply in really impressed my own work. at how they’ve

Describe HTL in three words. EXCITEMENT, VARIATION and TEAMWORK.

17 Lisa Buckley Company wagamama / Position Regional Director LIFE HAS A WAY OF QUICKFIRE SENDING YOU DOWN THE WHAT but nobody’s fool. Having BOOK HAS come from more corporate RIGHT PATH INFLUENCED work environments, I’m YOU THE always cynical when people restaurants from the MOST? are not put at the forefront age of fourteen, I was Many years of hospitality, but Karen hoodwinked into pursuing ago, I read was genuine. a “traditional” career. Feel the Fear and After I graduated, I did WHAT’S THE MOST isa heads up the Do It Anyway by Susan INTERESTING THING work experience for Mary Northern division Jeffers. That resonated YOU’VE SEEN OR HEARD McLaughlin and fell in love, of wagamama in with me when I joined the RECENTLY? L though I knew I’d have to sector as a trainee assistant a Regional Director role Within the climb the ladder at pace. manager. It wasn’t a path and is a key member I have no regrets. Life has industry, I’m I had imagined for myself, impressed by of the brand’s leadership a way of sending you down so this book gave me the Flight Club, the team. Hospitality runs in the right path, and I’ve got confidence to do it when pioneers of the the family, as Lisa’s father far more enjoyment from I had doubts. Latterly, I’ve ‘social darts’ worked at Greenall’s Inns, my career in hospitality been more interested by bar concept. while she spent much than I would have from law. podcasts, such as Brené They are a of her teenage years Brown’s powerful thoughts quality brand on vulnerability. working across the pub What benefits do you capitalising and restaurant sector. think a more diverse WHO IS YOUR ROLE MODEL on the desire for more workforce bring to WITHIN THIS INDUSTRY? experiential hospitality. hospitality? If you weren’t doing Karen Forrester, CEO at TGI Equally, internet clothing this job, what would At wagamama, I believe we Fridays. Though I’ve never brands such as Rixo, Never Fully Dressed and Dancing you be doing? have a balanced, proactive worked with her directly, and positive environment. Leopard interest me in terms When I was younger, I was introduced to her by In other businesses I’ve of their branding, efficiency I adored Ally McBeal. a colleague and that one worked for, D&I and gender lunch had a big impact. and quality, and how I went to the College targeted their products equality have been all talk, She was one of the first of Law after my and marketing are. whereas at wagamama in the industry who didn’t undergraduate degree it’s fact. Diversity allows just talk about people but WHAT QUALITIES ARE to follow her path. Though for a more innovative, lived and breathed them, THE MOST VALUABLE the skills I learnt from my honest and fast-paced which has always been my IN A LEADER? law conversion are still working environment. own ethos. The way she relevant, I found studying Consistency, compassion, Prejudice is not tolerated interacted wasn’t at all family law aged twenty-one clear vision, as well as drive here, so by way of natural disingenuous. She really and objectivity. I’ve always rather intense. Growing selection if someone had showed me what you can do thought that you can’t up, I was the oldest of four as a female in this business. the inclination to disagree work in the sector without and my dad worked for I picked up on the balance with our ethos they a sense of humour. Greenall's Inns. Though of being a people person wouldn’t last long! I had jobs in bars and

18 Donna Catley Company Compass Group / Position HR Director, UK

the educational barriers that hinder people in most other industries. You can start out scrubbing pots or QUICKFIRE cleaning floors, and there’s no reason why you can’t WHO IS YOUR ROLE MODEL WHAT’S WITHIN THIS INDUSTRY? THE MOST progress. Jon Harding, former Head INTERESTING of Culture at Barclays, THING How are you encouraging YOU’VE SEEN OR HEARD more women into the whom I worked for at Diageo. Looking back, RECENTLY? industry? he saw something in me as In the space of diversity When I joined Compass a twenty‑five-year-old that and progression, onna has fifteen months ago, the I didn’t even see in myself. I watched a fascinating twenty‑five years’ first thing we did was He took risks and believed BBC documentary, How experience in HR try to understand the in me, which is what I’d like to Break into the Elite, D issues behind the gender to do in return for others. that talked about how in large multinationals imbalance within the Even today I turn to him for class, not education, plays including Diageo, Cisco industry. There are lots of advice or ask myself “what the most important part Systems and BP. After diversity workshops that, would Jon do?”. That’s the in enabling someone to studying History at while well-intentioned, are power of a fantastic line progress. There are so many Oxford University, Donna not sufficiently grounded manager: someone who brilliantly talented people went into management in the root cause. When stays with you throughout out there, and I think HTL consultancy. Currently, we looked at the workforce your whole career physically is one of the best placed she leads HR operations within Compass, we saw or psychologically and industries to help people unlocks your whole potential. realise their dreams! for Compass in UK two common phenomena, and Ireland. both of which are common across multiple industries and not unique to HTL. active learning and As the market leader, it’s What do you find most sponsorship to support our responsibility to tackle rewarding in your job? The first was that we were losing too many women their progression even if these issues and, though Though it sounds incredibly within two years of them they start a family. all our initiatives will take a cheesy, I find helping going on maternity leave. few years to bear fruit, we others most rewarding. Finally, the chef and This isn’t good for them are on the right trajectory. It takes a village to raise culinary industries are or us. We’re now the first These changes happen by a child, and equally a huge experiencing a shortfall corporation to partner with design, and we’re leading number to help you change of talented people in Mumsnet and Corndel to from the top with a 50/50 the course of your life and general. We’ve therefore design and implement a executive team. career. I can name almost created a Women in Food development programme all those individuals who initiative, which actively for returners. turned around to support encourages women to join me, and I want to do the The second challenge the industry and address same for others to make a was that a woman’s career this personnel shortage. lasting difference. I would appears to plateau at really love to help establish a certain point whilst a more meritocratic men continue through approach to progression; to the highest ranks. one where everyone has This is known as “The the opportunity to fulfil Cliff”, a well-documented their dreams and potential phenomenon that regardless of their class, regrettably happens across gender or ethnicity. At many industries. To address Compass, our executive this, we have created team understand and a Women in Leadership believe in the marriage programme targeting between the commercial women we believe have benefit of diversity and the the potential to advance. impact that has on society. This programme offers In hospitality, we don’t have them coaching, mentoring,

19 Describe what you do Valeria Cerri in three words. Company easyJet / Position Regional Cabin Services Manager, Italy and Scotland DIFFERENT EVERY DAY. QUICKFIRE

WHAT they want to be. It made have the potential to do it, BOOK HAS me think that I want to be and Tina did that for me. INFLUENCED someone who can create By giving me that chance, YOU THE a better place for others she’s empowered me to do MOST? to work in. the same for other women. I feel I am a better leader The first is The WHO IS YOUR ROLE MODEL since becoming a mother; Kite Runner, WITHIN THIS INDUSTRY? by Khaled Hosseini. The it’s opened my mind to Tina Milton, easyJet’s others’ talents even more aleria has spent message for me was around Director of Cabin Services. acceptance and forgiveness. than before. Whereas I used the last 13 years I am in my role today to be very business-driven, at easyJet, We shouldn’t judge others, because she believed in me, V and it’s important to be motherhood has made starting her career as a so while I am very grateful open to all cultures. The me more empathetic and Cabin Manager before to her personally, I do think people-focused. second, which admittedly I she is the most powerful moving into her current haven’t read in full, is WHAT’S THE MOST role. During her time leader I’ve met in our a book my dad kept business. She inspires INTERESTING THING with the airline, she has on his desk when people to be like her by YOU’VE SEEN OR HEARD been closely involved I was little called In believing in themselves RECENTLY? in a number of strategic Search of Excellence to follow through. I was Recently, I’ve noticed how initiatives that have made by Tom Peters. It pregnant when I was many more industries and was about the power promoted to my current businesses are opening their a significant positive of excellence at impact on the airline. role, so her decision eyes to diversity. In Italy, work, and how to made such a big difference we’re moving forward as inspire people by leading What career advice in my life. In 2019, women a country in this sense to rather than managing. I was shouldn’t have to choose be more inclusive. This is would you give your inspired by the message between being a manager something young people are younger self? behind it; that people can or a mother: you can be very passionate about, and When I was young, one of and should follow their successful at both. You just it’s a positive value that we my interests was travelling. dreams to become whoever need people to believe you need to continue to spread.

Growing up, I changed benefits diversity brings, schools in several cities both personally and to due to my father’s job, a business. I would tell which left its mark on me. myself to never settle I’ve always wanted to meet for the static. people and understand different cultures to feel If you weren’t doing like a true citizen of the this job, what would world. When people ask you be doing? me where I’m from, I don’t When I was younger, have a single answer for my other passion was them. I could always see biological science. If I’d myself in a managerial pursued that route, my role being in touch with dream job would have people around the globe, been travelling the world but I didn’t know in what by boat and studying industry exactly. My advice marine life. Though would therefore be to completely different from study something that my actual career, I’ve never opens your mind to the lost my interest in that area.

20 Helen Charlesworth Company Stonegate / Position Managing Director

elen has been a Managing Describe HTL Director at Stonegate since 2016, in a few words? where she oversees the Yates, HWalkabout, Slug & Lettuce and Popworld FAST, FUN, and venues. Prior to this, she was Regional Director at PizzaExpress, following HARD WORK! her role as Head of Commercial Marketing for Woolworths. Helen holds an MSc in Total Quality Management and Business Excellence.

What attracted you to as straightforward as How have you seen your work in the HTL sector? COMPANIES saying “I’m going to have company culture change? The sector is grounded NEED TO a baby and come back Simon Longbottom, our and informal, so people WISE UP TO in 6 months”; we need CEO, is very progressive. can be more of who they CHANGING to consider adoption and We have three women are, rather than having to maternity and paternity on our board of eight. be something they’re not. FAMILY policies, as nowadays He has also brought in an We delight customers and DEMANDS IN people want flexibility external consultant to aid give them a fun experience THE TWENTY- to swap parental care. the gender pay gap and so being part of that is, My husband stays at change Stonegate’s culture, by definition, fun! FIRST CENTURY. home to look after our so women feel more family, but we’ve had enabling women returners empowered to progress What are the biggest to coordinate that by within the business. He is a to come back to work and challenges facing ourselves. Companies strong advocate for mental women in HTL? feel part of something. need to wise up to health, and always goes the Companies need to Currently some policies changing family demands extra mile to be an enabler provide better policies prohibit that. It’s no longer in the twenty-first century. and make change. QUICKFIRE

WHO IS YOUR ROLE MODEL WHAT’S statement saying WITHIN THIS INDUSTRY? THE MOST “we’re looking Dave Ross our CFO INTERESTING out for you as is someone I admire THING our customer enormously. He is a family YOU’VE SEEN and we get you”. man who excels at his job OR HEARD Sometimes you get and even though RECENTLY? a menu and can he is probably The vegan sausage roll see that a vegan option was the busiest at Greggs is something an obligatory afterthought, CFO in seemingly small that became but Greggs have done well the sector absolutely huge. They making it their biggest right now, looked at their customer product. he is still base and saw that there was WHAT QUALITIES ARE disciplined a need for the millennial THE MOST VALUABLE enough to look market. They went out and IN A LEADER? after himself in order to developed a vegan product, Honesty, integrity look after others. He is marketed it and now look and openness. also a respected friend at the results; it’s no longer and confidante. about the sausage roll, but rather the brand making a

21 Describe HTL in three words. Anna Clark CHALLENGING, Company Burger King UK / Position Director of Central Operations EXCITING and kitchens at Pizza Hut, my father always told me REWARDING. to be the best I can, make a difference and add value to the company. This is now an ethos I truly believe in and practice every day. QUICKFIRE I love motivating everyone who works around me. WHAT BOOK HAS that challenge my thinking. Hearing that people INFLUENCED If these two people asked I once worked with are YOU THE MOST? me to come and work with now achieving amazing James A. Autry’s them tomorrow, I would go. That’s the extent to which nna started her things in their careers is The Servant Leader: How they have my total trust. career at Pizza Hut wonderful. My honesty, integrity and doing the to Build a Creative WHAT’S THE MOST and has worked in A right thing always pays Team, Develop Great Morale INTERESTING THING a variety of international back dividends. I am and Improve Bottom-line YOU’VE SEEN OR companies since then, also incredibly driven, Performance. It cemented HEARD RECENTLY? including Starbucks, Costa and achieving great my mentality that I should During a countryside walk Coffee and Amsric. Her results is very important always work for the people with my family, we came background is in customer to me, alongside taking in my team, rather than the across a field of thousands other way round, regardless service, retail and store care of all stakeholders of wildflowers. It was breath- of the fact they may be more in the business. taking, and it made us all management. She has a junior to me. degree in Food Science stop and look. It’s these simple things in life from the Università degli How are you encouraging WHO IS YOUR ROLE MODEL WITHIN that make me feel Studi di Milano. more women into the industry? THIS INDUSTRY? at peace. I think that moment will What do you find most When I was Regional My role models are two individuals stay in my mind rewarding in your job? Director for Starbucks and who have constantly for a long time. When I first came to the Costa, I found the best way to encourage women was believed in me. I love WHAT QUALITIES UK and started in the how honest they have to tell my story. I would ARE THE MOST VALUABLE been with feedback, and tell young women about IN A LEADER? they have always asked Honesty, trust and the ability MY FATHER how I came over to the UK the right kind of questions ALWAYS alone, and spoke little to to have fun in the workplace. no English when I started TOLD ME TO as a pot-washer in a Pizza BE THE BEST Hut restaurant. With lots light up because they I CAN, MAKE of hard work and tenacity believe they can do I managed to do incredibly the same. As soon as I rose A DIFFERENCE well, and I can see that up high enough in the AND ADD VALUE moment where my listeners ranks to make a difference to the careers of other women, I tried to offer as much flexibility as I could. Being a working mother is tough, so I always want to offer as much support as I can. I also make sure to be just as supportive of my male colleagues; being a working father is also difficult.

THE BEST WAY TO ENCOURAGE WOMEN WAS TO TELL MY STORY

22 Claire Clarke Company Casual Dining Group / Position Group HR Director

laire was one of the founding Describe HTL in three words. members of the HR department Cwithin Tragus Group and began her career at Whitbread. She is currently LIVELY, Group HR Director where she provides PROGRESSIVE strategic direction across a wide range of issues such as Brexit, government and FUN. regulation and employee brand.

What benefits do you What do you hope think a more diverse the HTL industry will workforce bring to HTL? look like in 5 years? It’s crucial that the Still on its feet. It is hospitality industry is transitioning into an flexible; something that industry that is all about women who are caring for experience, and guests children, or elderly relatives increasingly have different also want. Brexit will shrink expectations. In terms of the EU workforce and recruitment, I hope that there will be a shortage we will hire people for of candidates, which could their ability to engage with be filled by mothers, guests and their unique fathers, carers, and those personalities. Hopefully returning from maternity work-life balance will or parental leave. become more of a priority, and people will apply to jobs with the confidence A LEADER that they can succeed SHOULD BE within them. SUPPORTIVE, AND ACT WITH VISION AND QUICKFIRE INTEGRITY. WHAT she succeeded Within HR, the BOOK HAS in convincing employee benefits INFLUENCED the board and that have been so YOU THE hasn’t held back desperately needed MOST? on her commitment. have changed for the better. Businesses are now taking Reasons to WHAT’S THE MOST mental health and general Stay Alive INTERESTING THING employee wellbeing more by Matt Haig. YOU’VE SEEN OR HEARD seriously. WHO IS YOUR ROLE MODEL RECENTLY? WITHIN THIS INDUSTRY? I recently became vegan, WHAT QUALITIES so I’ve been very interested ARE THE MOST VALUABLE I’m a big admirer of IN A LEADER? Kate Nicholls, CEO of in watching the hospitality UKHospitality. Within Casual industry take note of these A leader should Dining Group, I would say changing dining trends. be supportive, Celia Pronto, our chief In 2019 everything must and act customer and digital officer. be “instagrammable”, so with vision What she has done digitally the pace at which we must and integrity. for the company is amazing; innovate has increased exponentially.

23 Tanya Clifford Company Hilton / Position Vice President, Hilton Worldwide Sales, EMEA QUICKFIRE

WHAT different decisions was WHAT’S THE MOST BOOK HAS lifechanging for me: my team INTERESTING THING INFLUENCED are bored of me giving away YOU’VE SEEN OR HEARD YOU THE this book! RECENTLY? MOST? WHO IS YOUR ROLE MODEL I read an article in the Feel the WITHIN THIS INDUSTRY? Harvard Business Review Fear and Do For the last ten years, it’s entitled “If your managers It Anyway by been my current boss aren’t engaged, your anya has Susan Jeffers. It promotes Patricia Page-Champion, employees won’t be progressed through risk-taking, confidence and SVP & Global Commercial either”. It talks about the the ranks at Hilton positive thinking, with lots Director at Hilton. She has importance of coaching T of exercises to get you culture in creating in sales and commercial always held strong values I thinking in a glass-half- an empowering and is currently VP Sales have tried to adopt myself. full way. A good personal Over the time I’ve known environment by Executive. Earlier in her development book should transitioning the career, she worked as her, she has consistently give you that “a-ha!” demonstrated the same manager’s role Head of International lightbulb moment. When leadership qualities from “boss” to Sales for Guoman things aren’t going right, by creating a trusting “coach”. We Hotels, and VP of Sales, you need to remind yourself environment people feel need to move North America at Thistle that you’re in charge of they can thrive in. From away from your destiny, be that in the that traditional command Hotels. She has been her, I’ve learnt that people workplace or your personal need to feel engaged with and control environment in hospitality for over life. Adopting the mindset of that modern workforces 25 years, with a primary as individuals rather than “I can affect this” by making just as team members. don’t appreciate. focus on performance and innovation. grown in confidence, and If you weren’t doing I would, of course, stay What career advice as a result I’ve put myself this job, what would within the industry: I joined would you give your forward for more projects you be doing? hospitality as a waitress younger self? that have helped me I would be a coach. For me, when I was 17, and I’m not excel as an individual. I’ve going anywhere! Creating The first one would be there was a tipping point learnt so much from other those special experiences to seek out consistent where the focus shifted stakeholders I wouldn’t and making people happy sponsorship throughout from me to who works for ordinarily have met by is in my blood. Guests will my career. Whenever I’ve me. I recently did coaching being involved in tricky always be more loyal to an excelled and done better, training which, even at projects that have tested average hotel with amazing it’s because I’ve had this stage of my career, me and my team. service than an incredible someone with experience made me change the way I engage with my team. hotel with terrible service. in my most challenging Finally, I would tell myself areas to guide me. Now, to never stop investing looking at my own team, in my education. There I’ve noticed the members is a tendency as you with sponsors generally become busier in more do better as they benefit senior roles to shelve your from personalised own development, but I external advice. think it’s at that stage that you need to invest the Secondly, I would say to most time in yourself to put myself out there. At stay ahead of the game. times, I’ve shied away from I have got more out of volunteering for complex the self‑development projects due to a fear of I’ve done recently than failure. As I’ve moved everything I worked on through my career I have earlier in my career.

24 Helen Cook Company Ei Group / Position Customer Director

rior to joining Ei Group, Helen spent 11 years progressing through P the ranks at Novus Leisure. Helen graduated from the University of East Anglia with a BSc in Genetics and Microbiology, which included a year‑long research project in the field at UC San Diego.

What do you find most Having the right team the shoes of the customer. rewarding in your job? around you, making Take risks, try new things, The diversity of it. I’ve sure you engage with even if they fail. Because been lucky to work in them, inspiring and the people who try are many different parts of the being inspired by them, the people who succeed. business, from marketing is incredibly important. to project development. It’s a challenge to take These changes have kept people on the journey ANYTHING me interested, challenged with you, win hearts IS POSSIBLE. and intrigued, with lots of and minds. But it’s so DON’T BE opportunities to grow and rewarding when you do. learn. Also, the market is so AFRAID TO different from what it was. What advice would CHALLENGE, Consumer expectations What challenge have you give to the next ALWAYS BE are constantly changing you learned the most generation of women and new entrepreneurs are from in your career? entering your sector? CREATIVE IN popping onto the market. Something I’ve learned Anything is possible. THE WAY THAT We are constantly being the most from, and been Don’t be afraid to YOU THINK pushed to deliver great challenged most by, is challenge, always be service and customer people. You can’t do creative in the way that experience. anything without people. you think. Put yourself in QUICKFIRE

WHAT WHAT’S THE MOST WHAT QUALITIES ARE BOOK HAS INTERESTING THING THE MOST VALUABLE INFLUENCED YOU’VE SEEN OR HEARD IN A LEADER? YOU THE RECENTLY? Somebody who MOST? What the world is doing is challenging but Sapiens by with data. How that is being empowering at the same Yuval Noah used to inform, understand, time and allows you to take Harari. It is a fascinating and guide people. It is an the initiative. It’s always book. It’s incredible to incredible important that they are recognise how we’ve springboard someone that you can evolved as a species, to start from learn from. and how religion, politics and has and storytelling have so much shaped who and where potential. we are today.

25 Alison Cornwell Company Vue International / Position Chief Financial Officer

always enjoyed working in international businesses with people from different cultures. There is so much QUICKFIRE opportunity within our WHAT BOOK HAS WHAT’S THE MOST business and it’s the variety INFLUENCED YOU THE INTERESTING THING of activity and the ability MOST? YOU’VE SEEN OR HEARD to make a positive impact RECENTLY? which always appeals to My favourite textbook me most. at university was The I saw a compelling piece Principles of on global warming by Corporate BBC News. In this case, a What are the biggest Finance professor at the University lison is CFO of challenges facing women by Richard of Reading had developed in your industry? Vue International, Brealey a chart which showed one of the world’s The film industry generally and Stewart temperature changes across A seems to employ a much Myers. For all major continents and largest cinema chains. higher proportion of those of us countries from 1900 to 2018. Prior to joining Vue women at senior levels who love maths and financial When you look at the chart, she was CFO of film compared to other sectors. theory, this has so many you see lots of cool blues distributor Alliance Films The numbers could be applications in everyday with a sprinkling of warm and was CFO of Walt higher, but I also think that business situations. I’ve even pinks and reds on the left, Disney’s international the industry is very self- taken it on holiday a couple generally before 1995, and TV business. She is a aware. When I was on the of times! then as you look to the former Governor of the board of Governors at BFI, Another book which would more recent years there is a we implemented a formal compete for first position as dramatic pattern of hot dark British Film Institute and reds. It’s such a powerful diversity requirement for my desert island read is The is currently a member piece of analysis which is a project to be eligible for Scottish Islands by Hamish of the ICAS Council and Haswell-Smith. It covers simply put yet expresses the non exec director of the film financing investments. trend in a striking way. Equally, I am involved with every Scottish island in Edinburgh Film Festival. ICAS, whose foundation detail, and I’m in awe of the WHAT QUALITIES ARE She has a B.Acc. degree works with people author’s rigour in taking on THE MOST VALUABLE such a monumental project and is a Chartered from disadvantaged IN A LEADER? of passion and turning it into Accountant. backgrounds and supports Great leaders inspire people a bestseller. them through education, to do things. I saw a quote What do you find most which is very important to WHO IS YOUR ROLE some time ago by Jeff rewarding in your job? me too. The proportion of MODEL? Weiner that said, “managers Every day is different. In women in senior roles is I have been fortunate to will tell people what to do, the last year alone, we’ve still smaller than it could learn from many talented whereas leaders will inspire done three M&A deals and should be, but I feel people. They are all role them to do it”. in Ireland, Poland and very encouraged that there models in their own way, Germany. We operate are lots of opportunities for but the common in ten countries and I have talented women to thrive. theme is that they are inspiring and trustworthy, they energise the people they meet, and they always see solutions rather than problems.

Describe your sector in three words. IMMERSIVE ENTERTAINMENT EXPERIENCE.

26 Sally Cowdry Company Travelopia / Position Managing Director, Tailormade and Group Chief Customer Officer

ago, before returning when I joined Travelopia. When I came back, I was able to reconnect with some of QUICKFIRE my original contacts. It’s WHAT BOOK HAS perspectives, and it’s such a fun, friendly and INFLUENCED YOU a marriage of business welcoming industry that THE MOST? and personal strategy. many people enjoy their whole careers within it. I often WHAT’S THE MOST recommend INTERESTING THING How Will You What advice would you YOU’VE SEEN OR HEARD Measure Your RECENTLY? give the next generation Life? by Clayton of women? It’s not news that technology ally sits on the M. Christensen, James and digital advances are Don’t think about work-life Executive Board Allworth and Karen Dillon. disrupting almost every at Travelopia, and balance; it should all be As a woman who works in a product, service and S life. “Balancing” sounds full time, high velocity role in addition to Group experience, but while I was like you must divide the with school-aged children, Chief Customer roles shopping for a new TV, I saw two into enjoyable and this book really resonated that flat screens can now turn also heads up a range not, but if you are doing with me. Christensen takes of UK, Scandinavian and into a framed picture when a job you love this is not his learnings in business they are not turned on. A Ireland-based brands necessary! It’s not so and applies them to how reminder that we all need to as Managing Director. much about the share of you live your life. For keep reinventing ourselves She has experience your time but share of example, he says before someone else in driving international mind. If you get home in businesses often does! the evening and aren’t prioritise short- growth, as well as term investments, WHAT QUALITIES ARE present with your family, digital transformation. as they give THE MOST VALUABLE you may as well not be Alongside Travelopia, immediate IN A LEADER? Sally is the Chair of there. I’ve always done jobs payback, over the and projects that I enjoy Integrity. A value set Fellowship Alumni at long-term ones, which that aligns with my own. and valued the people require more belief. In Honest and clear feedback. The Marketing Academy. I work with. Your career life, the same pattern Someone you can continually takes up too much of applies. People overinvest learn from, who empowers What attracted you to your life to bring you no work in the industry? in careers which provide you in your autonomy but happiness, so if you’re instant gratification and supports you when you I’m not attracted to sectors not getting anything from underinvest in the longer- need them. If a leader gets as much I am to products your job it’s time to rethink term aspects of their life all that right, likeability falls and services that people your choices. such as relationships. The into place. really care about. The great book has some interesting thing about leisure, travel and tourism is that these matter to so many – so it’s DON’T THINK fantastic to be able make ABOUT WORK- a difference by providing LIFE BALANCE; experiences that will be valued. I first started in the IT SHOULD travel industry thirty years ALL BE LIFE.

Describe your business in three words. UBER-COMPETITIVE, EXCITING and FAST MOVING.

27 Sonia Davies Company Scott Dunn / Position Chief Executive Officer

rior to entering the travel industry, Sonia Describe HTL spent four years in the B2B sector at Brakes in three words. P Group, becoming Change Director for Europe following their acquisition by Sysco. FUN, Prior to this, she held a variety of roles at Netjets. She has a background in commercial, strategy INSPIRING and and finance and studied Natural Sciences INTERESTING. and Management at Cambridge.

What attracted you to sizes. It’s important that work in the HTL sector? our workforce is reflective My background is of the range of genders, in consulting and ethnicities and sexualities accountancy, so I’ve had our guests represent. exposure to many different sectors for short periods What do you hope of time. I always gravitated the HTL industry will back to consumer- look like in 5 years? focused businesses, as I I hope it will be more really enjoyed seeing the performance-based. genuine difference you can People of all backgrounds make to a customer within should be recognised the service industry. for the value they bring. I would like to see more What benefits do you senior female leaders think a more diverse in travel and leisure, as workforce bring to HTL? currently we are few and In order for us to provide far between. At junior and the best service to our middle level, there are lots customer base, we need to of fantastic women in the recognise that our guests sector so it would be great come in all shapes and to see them making their way up the ranks.

YOU DON’T HAVE TO BE QUICKFIRE A RUTHLESS MACHINE TO BE WHAT matter what level you’re at, inspiring because she BOOK HAS so it’s crucial to pull everyone proves that you don’t have A SUCCESSFUL INFLUENCED in the same direction and to be a ruthless machine WOMAN YOU have fun working together. to be a successful woman. THE MOST? WHO IS YOUR ROLE MODEL? WHAT QUALITIES ARE The Five Jacinda Ardern, the Prime THE MOST VALUABLE Dysfunctions Minister of New IN A LEADER? of a Team Zealand. She’s Being genuine, and by Patrick not ashamed of as honest as possible. Lencioni, which tells showing she is A good leader should the story of a woman a human being be able to connect who enters a challenging who cares, with and listen to the leadership situation with and she’s a frontline just as well as a very dysfunctional team. phenomenal with their Board and You never work alone no leader for it. I find her the senior team.

28 Francine Davis Company PureGym / Position Chief Strategy Officer QUICKFIRE

WHAT BOOK HAS would never do more than WHAT QUALITIES ARE INFLUENCED YOU walk with a limp. However, THE MOST VALUABLE THE MOST? she went on to become the IN A LEADER? first black American woman I tend to Honesty and integrity, to win three gold medals read books innovation and solution in track and field at a single that delve seeking. You need to Olympics in 1960. into why be honest with yourself, people WHAT’S THE MOST your colleagues and your rior to entering behave INTERESTING THING boss, even if that means the leisure sector, in the way YOU’VE SEEN OR HEARD disagreeing with them or Francine spent five that they do. I’ve followed RECENTLY? addressing difficult topics. P Daniel Kahneman’s work and Tenacity is important, years in investment and I recently heard the speech his research behind Thinking and a leader keeps going consulting at Cardale that had been written for Fast and Slow is something I President Nixon in case the if it’s the right thing to do, and FSD. She joined draw on regularly to attempt innovating and finding PureGym in 2015 as Apollo 11 mission to understand why we make failed. It was solutions to any challenges. Commercial and Strategic the decisions we do. incredibly One of our values at PureGym is standing Development Director WHO IS YOUR ROLE moving and shoulder to shoulder before taking on her MODEL? highlighted with your team and current role, where Wilma Rudolph, the Olympic the huge risks colleagues. This means she oversees strategic athlete, would be at the top being open and honest planning and business of my list. As a youngster, associated with space as well as supporting development. Francine Wilma was a sickly child them at whatever level who grew up wearing a exploration, holds BSc in Psychology, yet they they need and expecting as well as an MBA. leg brace because of polio the same in return. and was constantly told she still went!

What do you find most more accessible, which Describe the fitness industry rewarding in your job? has a direct impact on in three years? A large part of my someone’s health and role is looking at the wellbeing is incredibly VIBRANT, opportunities for growth rewarding. across physical assets, such WORTHWHILE as creating new formats for What advice would PureGym sites and digital you give to the next and FAST-PACED. channels. This means I generation of women get to see all the new and entering your sector? exciting trends that are Be positive. Be confident gathering momentum, without being arrogant, as well as working out believe in yourself and how the PureGym model your abilities, and don’t can continue to bring fear failure. Instead, use affordable, contract-free it to strengthen your fitness to more people knowledge. across the UK and beyond. This means every day is different, and experiencing variety across people, context and countries is something that I enjoy. Developing innovative ways to make fitness

29 Describe HTL in three words. Kerry Dawes CONSUMER, Company TUI / Position Director of Marketing and Technology Designate DISPOSABLE QUICKFIRE INCOME

WHAT BOOK HAS WHAT’S THE MOST WHAT QUALITIES ARE INFLUENCED YOU INTERESTING THING THE MOST VALUABLE THE MOST? YOU’VE SEEN OR HEARD IN A LEADER? Lean In by Sheryl RECENTLY? A passionate attitude and Sandberg, I’m fascinated by advances the ability to source the right which I take in AI. I was really inspired combination of people for a new lesson reading about one a team. A leader’s passion from every time particular company is infectious, so I try erry is set to I reread it. that uses to inspire people to technology to buy into my vision. join TUI, where WHO IS YOUR ROLE create bespoke she will head MODEL? K voices for those up the Marketing Barack Obama. His passion unable to speak Technology function. and personality as a leader due to illness. She has experience are very inspirational. in international transformation within digital. Kerry spent What benefits do you What do you hope the A LEADER’S four years at Experian think a more diverse HTL industry will look in Australia and the UK workforce bring to HTL? like in 5 years? PASSION IS prior to her current role. Diverse thinking. If we I hope we will see more INFECTIOUS, want to better represent diversity, both in the SO I TRY What attracted you to our customers and their workforce and in ideas. I’d work in the HTL sector? different perspectives then like to see us more open to TO INSPIRE we need a diverse team innovating new approaches PEOPLE TO The opportunity to who will produce fresh to enhance customer innovate and drive change ideas and new propositions experience. This comes BUY INTO MY in a saturated industry. - keeping us competitive from a seismic shift, right VISION. Some areas are more and forward thinking. from the top around how behind than others when this industry operates and it comes to their digital responds to ever-changing maturity, but there’s a customer needs. large appetite to push those forward.

30 Sophie Dekkers Company easyJet / Position Director of Scheduling

I knew I would never get bored. Initially, I was the entire market research department! I’m now QUICKFIRE onto my sixth role in the that we, as a business, as this is the kind WHO IS YOUR ROLE MODEL WITHIN THIS INDUSTRY? business, focus of company where there’s on fostering always an opportunity Carolyn McCall of course, and Katherine Bennett at an inclusive to move into a new area environment where if you put your hand up. Airbus who has done a lot within the sector. everyone feels they can I love how easy the travel be themselves. If not, industry is to discuss given WHAT’S THE MOST people spend their energy ophie has spent that it is something people INTERESTING THING putting up pretences when associate with positive the last 12 years YOU’VE SEEN OR HEARD they could be using their memories. I also love that RECENTLY? different backgrounds and at easyJet, starting easyJet was a challenger S I do find the experiences to bring her journey as Customer brand, as innovation momentum innovative, nuanced Research Manager for me suggested that before moving into more surrounding ideas to the table. the company would be diversity and WHAT QUALITIES ARE commercial and change- a constantly changing inclusion focused roles. Prior to environment, looking exciting. I recently THE MOST VALUABLE this, she worked in market to grow. This turned out read a study of IN A LEADER? research internationally. to be true: at the time three thousand employees The most powerful As Director of Scheduling, we had fewer than one across twenty large US underlying attribute a leader Sophie plays a key role hundred aircraft, and now firms which found that 61% can have is authenticity, we’re the eighth biggest in informing the airline’s of people don’t feel they as that gives people the airline globally. commercial and strategic can be themselves at work. confidence to lead as themselves. Openness, direction in the UK. Even 45% of straight white What are the biggest males felt that they were honesty and trust in challenges facing concealing some part of your team are important, women in HTL? their identity! It’s crucial as are energy and passion. THE MOST A lack of role models in POWERFUL leadership. Previously, I UNDERLYING didn’t think I could even female by 2020. In 2018 we what we could achieve be a senior manager when reached 15% and so we’re together. I represented ATTRIBUTE I saw the “macho” style of well on track to meeting easyJet at a Parliament A LEADER senior management at the our target. This should committee on the gender time. I didn’t want to be form part of the stimulus in pay gap, and I’m now a CAN HAVE IS like that. When our former creating change. business leader on diversity AUTHENTICITY CEO Carolyn McCall joined and inclusion to engage in 2010, she was a real How have you seen your the entire staff in improving figurehead. A visible female company culture change? the environment. Carolyn What attracted you to was the catalyst for change, work in the HTL sector? role model was critical Former CEO Carolyn in opening my eyes and McCall encouraged us to but our current CEO Johan I’ve always been interested making me think, “that is start dialogues around is just as passionate about in aviation, as my father something I can do”. While females in leadership and investing in progress. and grandfather built we’re seeing increasingly engines at Rolls Royce. equal numbers of women After university, I went into in industries like medicine, market research before the percentage of women deciding I wanted to focus pilots has not increased on the client side and, significantly above 5% if I were going to be tied to in the last one hundred one business, it would have years which is why easyJet to be one that interested launched its Amy Johnson me. I joined easyJet Initiative in 2015 with the twelve years ago during aim that 20% of its new a very exciting period, so entrant pilots should be

31 Fiona Eastwood Company Merlin Entertainments / Position Managing Director, Midway QUICKFIRE

WHAT BOOK HAS WHO IS YOUR ROLE MODEL? hope by Edith INFLUENCED I sought out a mentor, Eger in which YOU THE MOST? Baroness Sue Campbell, she recounts I really loved who was chairman of her life to Steve Peters’ UK Sport and drove the show how you The Chimp success of Team GB at the can “escape Paradox: The 2012 Olympic Games and the prison Acclaimed Mind beyond. I admired how of the mind” and build iona began her Management she transformed Team GB resilience and strength. career in media, Programme and delivered collaboration WHAT QUALITIES ARE where she worked to Help You and cohesion amongst THE MOST VALUABLE F Achieve Success, Confidence disparate teams. IN A LEADER? for the BBC and BBC and Happiness. He worked Worldwide for 15 years. WHAT’S THE MOST Passion, authenticity, with Team GB cycling team focus and able to She joined Merlin in 2015 to “control their chimps”. INTERESTING THING as Global Marketing YOU’VE SEEN OR HEARD communicate across I always recommend this all levels. Director of the Midway book to my teams as RECENTLY? division, where she has it helps with confidence I recently read a brilliant recently become Manging and imposter syndrome. book over a weekend called The Choice, a true story of Director. Fiona was part of the Breakthrough Programme for Senior If you weren’t doing What are the biggest Executives at the IMD this job, what would challenges facing STOP WORRYING Business School. you be doing? women in HTL? ABOUT HOW When I was younger, Under-representation at LIFE IS GOING What career advice I was torn between working Executive and Board level. would you give your in media or becoming Although it’s improving, TO PAN OUT IN younger self? a lawyer. I ended up there is still a need to focus THE FUTURE I would tell her to stop choosing media and leisure on it and Merlin is a great AND BE BRAVE worrying about how and haven’t regretted example of that diversity life is going to pan out it for a second. within senior leadership. AND CONFIDENT in the future and be brave and confident.

Describe HTL in a few words. BEING “GUEST OBSESSED” TO PROVIDE MEMORABLE EXPERIENCES.

32 Kate Eastwood Company Revolution Bars Group / Position Sales and Marketing Director

n her current role, Kate drives sales strategy across the Revolution and I Revolución de Cuba brands, focusing on the corporate market as well as digital innovation. Since completing her degree in International Hospitality Management, Kate has worked across the catering and pub sectors.

What attracted you to We need to think hard work in the HTL industry? about what is driving It’s a sector I’ve wanted to that, whether we should work in from young age, encourage more fluidity mainly because of the very between the different nature of hospitality and sectors, or if it’s something leisure. It’s such a people- about the culture within focused job. I love the each. We need to open energy that comes with opportunities, especially it; we aim to give people with Brexit on the horizon. enjoyment, so there’s a If our EU workers decide constant positive energy not to stay in the UK, about it. It’s vibrant and we will have a massive alive and I thrive in that shortage of kitchen staff environment. who will not be easy to replace. What are some unique challenges in your sector in terms of diversity? I’ve noticed that different areas within our company QUICKFIRE attract different genders. Our food teams of kitchen WHO IS YOUR The way that the retail the speed managers are near 90% ROLE MODEL sector uses data to shift at which male dominated, but, WITHIN THIS and drive performance. technology in direct contrast, our INDUSTRY? It’s interesting to observe is innovating. it from outside the sector, sales teams are around Ann Elliott is Disruptors like and it constantly impresses 90% female. We need to an inspiring Airbnb are carving me when I see what can be consider why the appeal of figure with strongly into the margins of achieved through certain jobs results in such the way she traditional HTL powerhouses, it. Amazon is direct gender disparity. networks within mainly because we are not the epitome of our industry whilst really integrating ourselves as this. To have encouraging women to readily with technology. fundamentally WE AIM TO progress. Another person changed the WHAT QUALITIES ARE I admire is Fiona Regan, GIVE PEOPLE structure THE MOST VALUABLE who was the People Director of the retail IN A LEADER? ENJOYMENT, here at Revolution. She has landscape itself with data, Honesty, trust, and faced some difficult times THERE'S A proves how vital it is that we inspiration. An ideal leader with incredible grace all learn from them in some is someone who believes CONSTANT and strength. way. Really understanding in you and lets you drive POSITIVE WHAT’S THE MOST what customers want is projects that you personally ENERGY INTERESTING THING key to this. I think we as want to do, but also provides YOU’VE SEEN OR HEARD an industry can sometimes you with the direction and RECENTLY? be too slow to embrace inspiration to do it well.

33 Zuleika Fennell Company Corbin & King / Position Managing Director QUICKFIRE

WHAT BOOK HAS fear and frustration were approached decisions from INFLUENCED YOU incredibly powerful as it a cost point of view, instead THE MOST? felt very authentic. I have a always prioritising how the At our Aspiring Women three-year-old daughter, and end customer feels. This is conference we gave my favourite book to read the secret to their enduring away copies of Sheryl to her at the success. In their mid-sixties, Sandberg’s Lean moment is Love both men are working In. So many of her You Forever by incredibly hard because they uleika has worked experiences with Robert Munsch. are so passionate about empowerment and It’s purely and what they do and have a at Corbin & King simply about hand in everything. Their for the last 15 years. inadvertent self- Z sabotage were like unconditional whole mantra is to make Starting in the Group HR a lightning bolt love and food the customer wants Director role, she oversaw for me. Stories of ensuring a secure to eat, in an environment in people operations women stepping away from environment which they feel they belong, during the sale of promotions ran particularly for a child, which I found and they bring everything Caprice Holdings and the true to our organisation, extremely inspiring and back to that premise. motivational. opening of the Wolseley, so the book acted like a Karen Jones is someone else Delaunay and Brasserie ‘bible’ of key messages and WHO IS YOUR ROLE MODEL I look up to. She started at solidarity. Recently, I was WITHIN THIS INDUSTRY? Peppermint Park, launched Zedel restaurants. In her Café Rouge at twenty-four, very touched by Michelle I’ve been saying for fifteen current role, she oversees built an incredible empire Obama’s Becoming. On the years that I feel blessed to the strategy across and became CEO of Punch flipside, it tells the story of work for two of the most multiple disciplines for Taverns. We were lucky to someone so academically inspiring people in the have her as a NED for three the restaurant and hotel brilliant and with such a industry, Chris Corbin and years, and the access to her businesses. fantastic career who chose Jeremy King. They have energy and inspiration was to press pause on her own been so patient, caring and phenomenal. She doesn’t What career advice ambition. Instead, she supportive to me personally, compromise on service would you give to stepped aside to support and I’ve stayed within the or listening to customers your younger self? her husband’s political business not because of how and always brings you ascent against the wolf of much they’ve pushed me, Fail fast. Often, we get American politics and the back to that. tied up in our pride and but because of the values backdrop of institutional on which they built their personal ego, which is racism. Her vulnerability, particularly true of women empire. They have never in business who feel they must outperform their male and was too scared to ask. Operations and then counterparts. We don’t STEP UP, FACE If I could go back in time, HR which is admittedly want to let people know I’d say step up, face your connected, but I’m also we’ve made a mistake YOUR FEAR fear and just get on with it! analytical in my thinking or failed, but we should AND JUST GET and creative in my problem own it, brush ourselves ON WITH IT! solving, and I enjoy the off and get back into the If you weren't doing discipline of researching. fight. Very few people mine or public speaking, this job, what would succeed the first time of nothing I’ve ever feared you be doing? trying something. More has been as horrifying My “passionate” answer is personally, I’d tell myself as I’d convinced myself a West-End singer. I trained not to avoid the challenges it would be. Ironically, for it, but my parents who I was nervous about or to these have been the most had been in the industry self-sabotage, something formative moments in stressed how hard it was I was very adept at doing my career. I cringe when to be successful and because I never thought I remember walking out of make a real living out of it. I was good enough. work experience at fifteen So my more “pragmatic” Be it going for jobs years old because I didn’t answer would be a lawyer. several paygrades above know how to send a fax My background is in

34 Jo Fleet Company Flat Iron / Position Managing Director

Describe HTL o has been a Managing Director for in three words. a variety of restaurant businesses, Jincluding Ask and Zizzi under FUN, Gondola, Tasty, Wahaca and most recently Flat Iron. She spent her earlier CHALLENGING career at My Kinda Town before joining and EVOLVING. Ask in 1998.

What career advice and promoting it as a TAKE MORE CHANCES. would you give your sector with amazing career younger self? opportunities where you Take more chances. can be running a huge business at a young age. If you weren’t doing this job, what would What benefits do you you be doing? think a more diverse workforce bring to HTL? The same role in another restaurant company. Gender balance is very I genuinely love the important. Women work hospitality industry and differently to men, so by would recommend anyone working together everyone to join. I think we need to benefits. Not only do we get better at attracting see things differently, but people to the industry our approach and goals are often quite contrasting. QUICKFIRE

WHAT WHO IS YOUR ROLE MODEL an idea with relatively little BOOK HAS WITHIN THIS INDUSTRY? capital and enables people INFLUENCED Karen Jones. She has to adapt and improve YOU THE achieved brilliant things, at little cost. MOST? and her vision and direction WHAT QUALITIES ARE I couldn’t are very down-to-earth. THE MOST VALUABLE pick one WHAT’S THE MOST IN A LEADER? book, as all books INTERESTING THING A leader should be a good can teach us about how YOU’VE SEEN OR HEARD listener and other people think. I’m RECENTLY? someone currently reading Shoe Dog, I think the food halls that are who gives which is a memoir by Phil clear and Knight, the creator of Nike. popping up are interesting. They create an ideal platform honest to start a new concept or direction.

35 Hazel Geary Company David Lloyd Clubs / Position Chief Operating Officer (David Lloyd Clubs Talwalkars, India)

step in their careers. I don’t necessarily think there are barriers stopping women from progressing in HTL, QUICKFIRE but there are undeniably WHAT BOOK HAS with rejection, find the gaps perceived barriers. Women INFLUENCED YOU and fill them. Failures aren’t would benefit from a good THE MOST? always negatives. mentor to show them the way. Otherwise, and I think Shoe Dog, by WHAT QUALITIES ARE this is true of other sectors Phil Knight, THE MOST VALUABLE the creator of too, you find yourself taking IN A LEADER? Nike. Though a bit of a leap of faith. In First and foremost, it reads as if it empathy. It is the key to azel originally general, men are better at were a novel, saying “that’s a pretty good understanding your team, studied tracing a story shot” when considering which is the best way to Mechanical so intriguing get the best out of people. H new roles; if they’re 70% of that I couldn't put it down, Engineering but Next, tenacity. If something’s the way there, they believe there was something in began her career that’s enough, and they can not quite working, keep at it that resonated deeper. it, think about how to do it as a Management learn the rest on the job. It describes the story of differently, and eventually, Consultant before joining But women often feel they someone who keeps going, even if you don’t achieve the leisure industry with need to tick every single no matter what setbacks exactly what you set out to David Lloyd Leisure in box before they are good are thrown at them. The do, you’ll be much further business development enough to try. troubles are so endless, you than if you’d given up. and strategy. She has almost want them to give up, Finally, knowing how to be but they don’t. I think that been in the business How have you seen your wrong. I’m pleased now company culture change? teaches you an incredible if someone in my team for the last nine years lesson. The book focuses and has spent the This industry moves very proves me wrong; it shows more on entrepreneurship, that they’re developing. last 3.5 years in India fast and I’ve seen a lot of and I feel you should look at change, not necessarily One person cannot know where she was solely your own career, even if you everything, and I rely specific to women. We’ve work for a company, as an responsible for the focused on how to develop on experts if I need to. design, construction entrepreneurial endeavour. The people around me are people in the company and You must manage your own and operational launch recruit from within, setting there because we do well as career well. If something a whole. Leadership cannot of the first David Lloyd up programs to train goes wrong or you’re met be a one-person job. Club in Asia. people up to be general managers. We aim to give FAILURES our people confidence, let them know that they don’t AREN’T have to be perfect yet, ALWAYS they just have to be willing and driven to try, and in NEGATIVES. turn David Lloyd will give them the skills needed to What are the biggest be successful in that role. challenges facing women Even though this focus on in HTL? growing from within is not Having the confidence to exclusive to women at all, go for positions when they it is a critical program to open up. Many women encourage them to push I talk to within different for the next position they organisations are unsure really want. of how to take the next

36 Lisa Gibbons Company Casual Dining Group / Position Brand Director, Bella Italia QUICKFIRE

WHAT overcome them. It’s such wanting to stretch myself BOOK HAS a super self-help book; into a multisite leader. I’ll INFLUENCED women at every level of always admire her as an YOU THE the industry would benefit operator and a leader, and MOST? from reading it. Secondly, I I’m eternally would say Jack Welch and grateful that Last year the 4E’s of Leadership by she saw more I was given Jeffrey A. Krames. You must in me than The Secret Thoughts of have your own Energy, the I saw in myself isa has spent the Successful Women by ability to Energise others, at that time. In Valerie Young, which I wish last 10 years in the develop an Edge over the this masculine I had read twenty years hospitality industry, standard and Execute tasks industry, it’s L ago. It goes back into starting out in the pub rather than just talking. taken me a long time imposter syndrome and sector at Mitchells & I learnt that you can pull out to reference back to the unconscious gendered one of these attributes as the female leadership Butlers before moving thoughts which separate a development opportunity and role‑modelling that into restaurants with the us from men. Many women within most people. had so much influence. Casual Dining Group. overthink their career During the time in the progression; when they’re WHO IS YOUR ROLE MODEL WHAT QUALITIES ARE business, she has worked promoted, they put it down WITHIN THIS INDUSTRY? THE MOST VALUABLE in different areas of the to someone liking them Vanessa Hall, co-founder IN A LEADER? company, starting out personally, feeling sorry and director of Jack & Alice, Honesty, trust, openness, in Operations before for them or trying to tick whom I worked for in several empathy. I do like the a box, rather than because moving into her current roles at Mitchells & Butlers. I results‑driven operator, but they’re plain good. The book was inspired by her style, her a big part of our industry is role, where she is reassured me that I’m here mannerisms and her natural people working for people. responsible for brand on my own merit because gift to see the underlying You need the ability to strategy within the Bella I’m good at what I do. talent in different create relationships with Italia business. I recommend it to people. the team at every level, every strong female I She gave as a personal rapport helps What do you find most encounter struggling me my first breed honesty, trust and rewarding in your job? with self-doubt, as opportunity engagement. This ultimately knowing your feelings when I was a produces great results, which The cliché of working are natural clears very insecure naturally come off the back with people. I get huge the headspace to operator of those connections. insight into people at so many levels of the organisation: from pot- What advice would industry. Rather than trying washers to operations you give to the next to act more masculine and managers, and part-time generation of women dominant, you need to university students to high- entering your sector? embrace your uniqueness. performing GMs wanting to accelerate their careers. Be you and be confident I love that I can interact being you. Historically, the with people wanting to do industry has always been so many roles within the male dominated. I wasted industry, while having the so much of my career power to influence them trying to second guess across all levels. how I should conduct myself and behave as an operator, rather than being comfortable and confident enough to pull out the benefits I have as a strong woman in the

37 Natasha Grice Company Virgin Trains / Position Executive People and Responsible Business Director

Describe HTL in three words. FUN, ADVENTUROUS, THE CULTURE OF AN CHALLENGING. ORGANISATION IS LIKE A DELICATE FABRIC

urrently sitting What benefits do you on the executive think a more diverse C management team workforce bring to HTL? QUICKFIRE of Virgin Trains, Natasha The benefits are vast! has worked for Virgin Bringing greater diversity WHAT WHAT’S THE MOST companies for over 20 in thinking, views, talent BOOK HAS INTERESTING THING years – initially as cabin and creativity can only INFLUENCED YOU’VE SEEN OR HEARD crew at Virgin Atlantic. lead to a rich tapestry YOU THE RECENTLY? in decision making and Since joining Virgin Trains MOST? Listening to my nearly continuous improvement Becoming, sixteen-year-old daughter in 2002, she has worked in the industry, not only across multiple functions, by Michelle share her view about the for customers but for our Obama. future of travel and what including customer people too. We serve so customers will want from WHO IS YOUR ROLE relations, brand, talent many different communities train travel. It’s fascinating MODEL WITHIN THIS and operational roles. along the West Coast what our children can INDUSTRY? Mainline and our workforce teach us. What do you find most should reflect that. Richard Branson, WHAT QUALITIES rewarding in your job? obvious but ARE THE MOST How are you encouraging true! He is a Being in a position to true champion VALUABLE influence what it feels like more women into the IN A LEADER? industry? of people and to work at Virgin Trains. The consumers. Approachable, culture of an organisation I am keen to attract more trustworthy, credible, is like a delicate fabric women into the industry inspirational, genuine and can be easily torn or particularly into driver and does what they say damaged if it’s not handled and engineering roles. they are going to do! with care and attention. I encourage our talent team In this role you really can to think differently about listen to people and get how we recruit women, but under the skin of what also how we support them could be improved in a when appointed. We have business, and what you a coach and mentoring need to keep doing more program to develop all of of. I can affect change our people to be the best and hopefully make that they can be through a difference. support and guidance from colleagues internal and external.

38 Tamara Griffin Company Burger King / Position People and Culture Director QUICKFIRE

WHAT business in society. It also BOOK HAS resonated with me about INFLUENCED my own purpose and how YOU THE I personally create value. MOST? WHO IS YOUR ROLE MODEL Conscious WITHIN THIS INDUSTRY? Capitalism Maria Horn, acting CEO by John of Nando’s. She’s another What do you hope the amara spent Mackey. It’s about female senior leader the early part HTL industry will look purpose-led organizations in the sector and there of her career in like in 5 years? that understand that their aren’t that many of us. T role in society is more Retail before moving It’s difficult to see ahead More importantly, she’s than making profit or into Hospitality. She but beyond whatever probably one of, if not the the fallout of Brexit gives serving shareholders. It most, authentic leaders has been in the sector recognises the importance us, it’s going to have a I’ve ever worked with and since 2012, and has of all stakeholders and profound impact on the she’s inspiring to work worked for high-profile considers capitalism in industry. That aside, and alongside. She’s thoughtful, brands such as Nandos, a way that serves all of introverted and highly looking forward with them. It’s a higher purpose Leon, PizzaExpress and positivity, as technology creative. She is Burger King. Tamara thought piece in terms of a phenomenal picks up pace and starts the role organizations play leads the people coach and to play a bigger role in delivering value. I have strategy development within hospitality, I hope it continued always had a clear view to push in the business. crystallises the importance on the link between the boundaries of people within our sector. employee experience and of what was What benefits do you Technology needs to play the customer experience, possible when think a more diverse a part in understanding and and it’s made me think I knew her in Nando’s. workforce bring to HTL? delivering what consumers more thoughtfully about She’s very conscious; she The one I land on want and I hope this what goes beyond that. does for others more than continually is that it brings creates more opportunity It’s prompted me to think for herself. She’s humble about better thinking, and for high quality, meaningful more deeply than I did and I feel privileged to before about the role of through that we can offer human interaction to take have worked with her. better products, services centre stage. After all, this and experiences for our is what makes hospitality customers and people. so special today. On the Without diversity, there diversity front, I hope that WITHOUT are huge biases that can businesses become more stunt the creativity of the conscious about creating DIVERSITY, organisation. Diversity inclusive and representative THERE ARE is less about seniority. environments. I would HUGE BIASES If you’re trying to solve also like to see something and have the perceptions change, THAT CAN right people in the room, with hospitality being STUNT THE you’re allowing for more a credible employment CREATIVITY innovation which ultimately choice for people from gives you a competitive all backgrounds and with OF THE advantage. all kinds of ambitions. ORGANISATION.

39 Di Gwinnell Company SACO, The Serviced Apartment Company / Position Group HR Director

fter completing her studies in English Literature, Di went on to Describe HTL in three words. A gain her Advanced Diploma in HR management. Her experience ranges from talent advisory to culture change FAST-PACED and business growth. Currently, she is COMMUNITY. leading the People agenda for SACO.

What do you find most has found that teams flexibility in the workplace Gap on a macro as well rewarding in your job? that are majority female or progression to senior as organisational level. Seeing people fulfil their outperformed teams which roles have been useful When I asked people for potential, especially when were majority male or for us. We are conscious their thoughts, a staggered they didn’t even know they even had a 50/50 split. It that if we recruit externally returners programme and had it themselves. suggests that a positive for these roles, we are enhanced maternity pay bias towards under- often presented with came out as suggestions What benefits do you represented or minority more male than female which we have successfully think a more diverse groups may support profiles. It’s about creating implemented this year. workforce bring to HTL? business performance. visible role models. We also held a forum where Our guests come from all How are you encouraging people from our support over the world. I love the more women into the centre teams could talk fact that our team mirrors industry? about the Gender Pay the diversity of our guests, which helps them feel Women in Hospitality has at home when they stay been great, as we now A LEADER MUST BRING with us. From a gender feel part of a steering perspective, I recently group despite not having A VISION TO LIFE, WHILE listened to Anita Williams the scale to run our LISTENING TO THEIR TEAM Woolley’s podcast on own programme. The Bruce Daisley’s Eat Sleep masterclasses they run AND BEING HUMBLE TO GET Work Repeat. Her research on topics like supporting THE BEST OUT OF THEM.

QUICKFIRE

WHAT WHAT’S THE MOST WHAT QUALITIES BOOK HAS INTERESTING THING ARE THE MOST INFLUENCED YOU’VE SEEN OR VALUABLE IN YOU THE HEARD RECENTLY? A LEADER? MOST? We recently switched from Being a strong Mary Portas’ measuring engagement communicator and Work like a annually to quarterly storyteller. A leader must Woman got me thinking pulse surveys. Looking bring a vision to life, while differently about at these results has been listening to their team and culture, which I’d never very interesting; people being humble to get the viewed through the lens appear to respond better to best out of them. of gender before. humanity in leadership.

40 Claire Hamon Company Arriva Group / Position Group Chief Information Officer

has a unique vantage you bring. Look to the point as it allows me to role models that help Describe HTL look at the operations energise you, but also in three words. side of the business, not know that you are unique in terms of the physical and can add value to the ON machinery, but more the conversation. If you have interrelationships between that core integrity, they THE people and processes will see ‘you’ and it’s that that make businesses they will be inspired by. MOVE! successful. I have a real What matters is that you passion for change and am give them a truth that is drawn towards businesses aligned and reflective of fter working that push their boundaries the character you bring and aren’t afraid to “self- into your discussions. at Lloyds Bank disrupt”. It’s not about Everything else is A and focusing having leading-edge secondary to this. on delivery and retail technology, but instead ecommerce, Claire being at the leading edge obtained an MBA in of a business and using Business Studies from the technology to go even University of Bath with further. I’ve been lucky in QUICKFIRE my career that I’ve been a specialism in change WHAT missing that richness and involved in many exciting management. Claire BOOK HAS tapestry. This has really has worked across IT firsts. Two good examples INFLUENCED influenced me as a person operations and strategy are when I think back to the YOU and the way I lead my team. first time a customer could throughout her career, THE MOST? pay for their purchase WHAT’S THE MOST The Gift of overseeing stakeholders without having to walk INTERESTING THING Dyslexia: and change delivery. to a till, or the first time a YOU’VE SEEN OR HEARD Why Some RECENTLY? lawyer could access case of the Smartest People I recently read a business details regardless of their Can’t Read and How They KNOW THAT geographical location. publication by the Can Learn by Ronald Davis. Government Office for YOU’RE THERE Using tech in a positive way I read it when my daughter to revolutionise the way Science that focused on the was seven and we identified future of the transportation FOR A REASON people work and how they she has dyslexia. At its core, industry. I turned this into AND HAVE THE feel about something is it’s about how we often an A5 booklet so I could really inspiring to me and COURAGE AND oversimplify society and take it on holiday and not CONVICTION is the main reason I’m in assume that everyone feel guilty about reading this role. It’s not about the learns and experiences a paper. It gave me a TO RESPECT “tin and wires”, it’s about life in the same way. It vocabulary I needed to AND VALUE THE the difference you can helped me understand that articulate myself in this time make to people’s lives. my daughter saw, heard, of unprecedented change. DIFFERENCE experienced and felt the I love how it talked about YOU BRING. What advice would world in a very different way technology as a primary you give to the next and made me realise how driver in the future of generation of women valuable that difference mobility and it made me What do you find most wanting to become CIOs? is. She’s really interested think about how we use rewarding in your job? in becoming an engineer Have the courage and technology to make it easier because she thinks about I joined Arriva at an self-belief to trust your for our customers to access patterns and how things exciting time in the instincts and indulge your our services. They say that fit together, and the book it’s a once in a generation transportation industry. restless curiosity. While you really opened my mind to opportunity to develop Arriva has always been probably are going to be about connecting people, the different perspectives a genuinely integrated in a minority as a woman people can bring. If you transport system for the 21st and new technologies are in technology, know that making these connections don’t embrace this or century. We’re an industry you’re there for a reason presuppose that those that is undergoing a major possible by offering fresh and have the courage innovation to existing who do things differently evolution and I find that and conviction to respect are doing it badly, you are really exciting. needs. My role as CIO and value the difference

41 Elizabeth Haun Company IAG Cargo / Position Chief Financial Officer

s CFO for IAG Cargo, Elizabeth Describe your business is responsible for developing in three words. A the five-year business plan, annual planning, analysis and quarterly UNPREDICTABLE, financial results. Formerly, Elizabeth worked for PwC across several industries, INTERESTING and including telecommunications, IT, media CHALLENGING. & entertainment and retail.

What attracted you to the world of industry. work in the travel sector? IAG were looking for I was most attracted someone to consolidate to the opportunities British Airways and Iberia presented by the industry. following the merger, I started at IAG Group so I was attracted to the on a secondment from prospect of taking two PwC, so at the time I great, different airlines and wasn’t directly involved putting them together. in travel or hospitality at If the industry wasn’t as all. I just ended up in the challenging and volatile, right place at the right I may have lost interest time! It was a different sooner. type of opportunity from share the same experiences become paperless – the what I was doing then, What benefits do you will deal with problems in amount of paperwork as I wanted to understand think a more diverse the same way and always and manual processes is workforce bring to HTL? get the same answers. If we shocking. Reducing this A diverse workforce brings aim for different thinking would increase efficiency, A DIVERSE more balanced views around the table, the better reduce the time to get and provides a more the outcome will be. packages to where they WORKFORCE rounded picture of how need to go and improve BRINGS MORE people think. We need What do you hope the the experience for the BALANCED to understand all our industry will look like customer. consumers better, rather in 5 years? VIEWS AND than just a proportion of One thing I’d like to see is PROVIDES the population. People who for the cargo industry to A MORE ROUNDED PICTURE OF QUICKFIRE HOW PEOPLE WHO IS YOUR ROLE MODEL I try to channel my inner in our warehouse in transit THINK WITHIN THE INDUSTRY? “Patrick” or “Chris”. from Johannesburg to Guatemala. I found that There isn’t one person. WHAT’S THE MOST amazing. When I need to deal with a INTERESTING THING challenging situation, I think YOU’VE SEEN OR HEARD WHAT QUALITIES ARE THE about what RECENTLY? MOST VALUABLE different The other day, IN A LEADER? inspirational we had two Vision, passion, and people I three-year-old the ability to follow know, and white rhinos through and deliver. respect weighing would 3450kg together do, and

42 Emma Henderson Company easyJet / Position Captain QUICKFIRE

WHO IS YOUR WHAT’S THE MOST and men to ROLE MODEL INTERESTING THING do the same, WITHIN THIS YOU’VE SEEN OR HEARD as well as INDUSTRY? RECENTLY? supporting and No one in The Amy Johnson initiative understanding a particular; my within easyJet has been a balanced workplace isn’t just role models big part of my life for the important, but the norm. have always been people last couple of years. I’ve WHAT QUALITIES ARE mma began her whom I’ve flown with. A been heavily involved with THE MOST VALUABLE easyJet career as wise person once told me, promoting that and going IN A LEADER? Senior First Officer when you become a captain, into schools to talk about Understanding where people E look at two people you piloting. That programme, before becoming Captain are coming from, and not love flying with the most along with all these in 2016. Prior to this, she having any arrogance about and pinpoint why. Then incredible STEM initiatives the role. Remember that spent a year as a Deputy look at two people you like happening to encourage Chief Flying Instructor in you’re not going to be flying with the least and more girls into these everyone’s friend; as you are Inverness, where she was compare. Model yourself on industries, is vital. They’re their boss after all. You can responsible for Private the people you enjoy flying not about taking anything lead in a number of ways, Pilot’s License (PPL) and with and remember whose away from male candidates but I think the most effective ground training. She mistakes you can learn from. for those roles, but about is to lead from the back. These role models don’t helping young girls and boys studied History at Leeds, This is how I see my role. have to be women. Many of understand that there isn’t I’m always the last person where she was part of the mine, with the sector being gender specificity for any job University Air Squadron. through the door, holding it highly male dominated, have they want to do. We need open for my people. I think been men. But I think it’s ok to promote to our future it’s incredibly important to have a male role model generations that it is ok for to make people feel like MODEL as a woman; I hope people the women of the future to they’re valued. YOURSELF ON remember that. aspire to any job they want, THE PEOPLE YOU ENJOY alone fly, and I had a young grateful we should be Remember that you can family too. All of it was for the life around us, achieve what you want if FLYING WITH a real wake up call. But I even when things aren’t you work hard enough, and was lucky with my medical necessarily going to plan. if you have the aptitude for What challenge have you care and got through it. Luck can be an important learned the most from it. When I came back to What advice would factor too. Push on doors, in your career? work, I put myself forward you give to the next take those chances if they for the command process generation of women come up. Be grateful for There have been a couple too soon. This whole entering your sector? any luck you receive and of instances. I’m quite event, whilst incredibly pass it on to anyone else open about this, but many Follow your dreams but challenging, really served you can. years ago, I failed my initial don’t worry if the path to to change my attitude command course. For six where you want to go isn’t towards my job, and life in months I was debilitated as straightforward as you general. I’ve always been with an autoimmune want it to be. Life can have grateful for the job I have, triggered illness. They were dips down and mountains but now I’m even more afraid that I wouldn’t be to climb. Mine certainly aware about how incredibly able to walk again, let wasn’t perfectly smooth.

Describe HTL in three words. AWE-INSPIRING, RESPONSIBILITY and INTEGRITY.

43 Nicolette Henfrey Company IHG / Position Executive Vice President, General Counsel and Company Secretary

icolette has worked at IHG for 18 years, Describe HTL where she has progressed rapidly through in three words. N the ranks to VP and Senior Group Legal Advisor before taking on her role as EVP. Her WELCOMING, responsibilities range from corporate governance to internal audit, which she oversees for the 5,500 EXCITING and hotels that IHG manages globally. She works DYNAMIC. closely with the Board and Executive Committee.

What career advice you do, and I have always would you give your loved it. But when the time younger self? comes, I want to do more There are no silly questions. in the charity sector. Be curious and challenge. Take more risks and be What benefits do you patient, a career is a think a more diverse marathon not a sprint. workforce bring to hospitality? If you weren’t doing Hospitality is about making this job, what would all our guests feel welcome you be doing? and a diverse workforce I can’t imagine not brings so much richness of doing this job. I believe knowledge and experience. it is important to be Different perspectives help passionate about what create a truly inclusive environment.

THERE ARE QUICKFIRE NO SILLY QUESTIONS. BE WHAT WHO IS YOUR opportunity to travel a lot. CURIOUS AND BOOK HAS ROLE MODEL This means I can see and INFLUENCED WITHIN THIS experience many different CHALLENGE YOU THE INDUSTRY? cultures in the world. MOST? I am inspired by the On a recent trip to China, I visited our InterContinental I love reading General Managers every Shanghai Wonderland, which and have time I visit one of our hotels is an incredible hotel. It’s read so many wonderful and people working there; built into a quarry and took books that have influenced their ceaseless dedication, ten years to complete. It’s an me over the years. I recently commitment to excellence and warmth is always amazing example of a dream finished Educated, by incredibly inspirational and becoming reality, as well Tara Westover, which was makes me genuinely proud as a real engineering feat! profoundly moving on so to be part of the same team many levels. It made me WHAT QUALITIES ARE reflect on the bond and WHAT’S THE MOST THE MOST VALUABLE power of family influence, INTERESTING THING IN A LEADER? knowledge and education YOU’VE SEEN OR HEARD Authenticity, listening skills, and what true resilience RECENTLY? energy, having a vision and and determination means. Being in my role in the being able to provide clarity And it is beautifully written. hospitality industry I have the and direction.

44 Lisa Hillier Company The Restaurant Group / Position Chief People Officer

It’s entirely possible for individuals who were bussers as teens to climb the ranks and earn a six- QUICKFIRE figure salary. I recently How we use technology to spoke to a man who had WHAT'S THE MOST hire, onboard and develop been a waiter in one INTERESTING our teams is fundamental to of our restaurants for THING the success of our business. thirty-three years. He YOU'VE SEEN told me about how his WHAT QUALITIES ARE MOST OR HEARD VALUABLE IN A LEADER? career had allowed him to RECENTLY? travel the world and build A leader is somebody I saw a post on a wonderful life for him and who has the ability to isa has enjoyed LinkedIn recently called his family. No one knows create fellowship through varied exposure Moon vs Bathroom. The post how great the industry is; authenticity, good to all facets of the showed five photos taken by decision‑making and L it offers you a great lifestyle the first man on the moon hospitality and leisure purpose. Credibility is also an at every level. compared to a young person industry, having spent six important quality; it sounds who took thirty-seven selfies obvious but individuals in years at Betfair before in the bathroom. It really joining Just Eat and then positions of authority need EVERY GOOD resonated with me, mainly to be good at their jobs in The Restaurant Group as LEADER I’VE because I am a parent of order to inspire their teams. Chief People Officer. She KNOWN HAS a teenage daughter, so I Every good leader has made a significant understand the amount of I’ve known has contribution to the EXECUTED time spent taking selfies, but executed their the broader issue is about success of multiple fast- THEIR JOB job quickly how young people use social and to a high paced and high growth QUICKLY AND media. As an employer, it is digital organisations over standard while TO A HIGH super important that we use staying true to the course of her career. technology in order to be who they are. STANDARD attractive to young talent. What attracted you WHILE STAYING to your sector? TRUE TO WHO Joining The Restaurant Group was a different THEY ARE. challenge after years of working in totally What benefits do you different industries. The think a more diverse consumer-led business workforce brings? always interested me, The hospitality industry is mainly because I think it’s quite unique because in my important to be able to experience, management relate to the products you is quite evenly spread provide or sell. There is also between male and a lightness to this sector female leaders unlike in given the nature of what we other industries. At The do. We need to have fun in Restaurant Group, we order to bring fun to other are strong believers that people, which makes it a our workforce should be great environment to work. relevant to our customer base, in terms of gender, I also love hearing the age, nationality and stories about how people ethnicity, so we are always have made a career in working towards that. the hospitality business.

45 Sarah Hills Company Bill’s Restaurant and Bar / Position Managing Director

WE NEED TO EMBRACE QUICKFIRE A VIEW OF WHAT BOOK HAS WHAT’S THE MOST “WHAT’S INFLUENCED INTERESTING THING THE WORST YOU THE MOST? YOU’VE SEEN OR HEARD I’m not nearly RECENTLY? THAT COULD good enough We have recently introduced HAPPEN?” at taking the a leadership programme time to read based on ILM coaching, books, but feedback and understanding arah joined the Bill’s What challenge have there are a couple that people better. It also team in 2018, after you learned the most have stuck with me. Firstly, includes insights, or looking spending 17 years from in your career? Sheryl Sandberg’s Lean In, at ourselves in the mirror, S which was sent to me by which is always interesting. at wagamama. Starting I’ve had three steep learning curves. The Ann Elliot when it came out. I have loved seeing how out as an Assistant I also really enjoyed Kim much our chef operators first one was my first Restaurant Manager, she Scott’s Radical Candour. are getting out of it. When management role, then my moved through general It’s about being honest and it comes to leadership first multi-site operational management and regional figuring out how to have development, there is role and then finally my first manager before taking good conversations early typically underinvestment executive position. All of enough to help people in back of house teams. on a Managing Director those were huge learning role. Her role at Bill’s was improve. In business, it can The insights profiling has curves as the jobs were be hard to give individuals given them a real boost newly created when she so different to anything the tough feedback and I have found joined, and since then I had done before, and that they need. If you watching the effects she has helped recreate different to what I had can teach people to do it has had on how the dining experience expected. I learnt to lean it more regularly and they approach their for Bill’s customers. on my colleagues and be comfortable using roles really exciting leaders for support, but feedback both ways, you and rewarding. I also learnt to work hard unquestionably achieve to make sure the people better results. Describe Bill’s I promoted were as ready in three words. as they could be for their to know you don’t have to how to do them; there was new roles. I think learning get everything right at the no room for error or failure. curves build resilience, FAST, beginning as long as you As I have grown, I have something I call “growing learn quickly and improve. realised that not only is that pains”. It’s also important FUN and not possible, but it isn’t FRIENDLY. What advice would the right approach. Doing you give to the next the best you can there and generation of women then is often more than entering your sector? enough in any situation. Believe in yourself earlier. Women clearly bring so As women, we feel the much to the table and absolute need to know how as humans we are never to do the job fully before going to be perfect, but we go for it. Instead, we having a good balance of need to embrace a view both men and women to of “what’s the worst that any team brings a much could happen?”, not just in broader view. terms of applying for jobs, but managing teams and running businesses more generally. In my earlier career I would be more likely to want to do things perfectly and be clear on

46 Katherine Hodge Company Virgin Atlantic / Position Senior First Officer QUICKFIRE

WHAT BOOK HAS but his approach helped long periods of time before INFLUENCED YOU me enormously when journeys, we can pull the soft THE MOST? I faced that disappointing skills out of their scenarios. situation twice. Fate is the Hunter WHAT QUALITIES ARE by Ernest K. WHO IS YOUR ROLE MODEL THE MOST VALUABLE Gann. He was a WITHIN THIS INDUSTRY? IN A LEADER? pilot in the early There are several captains Enigmatic, approachable, days of aviation in America, I’ve flown with whose style open, motivated, and atherine has right when it became a I hope to emulate. I think creative. Decisive in a way spent the last commercial means of that’s true for all of us. You that doesn’t squash their two decades in transport. Back then, the sit for ten years as first officer team. Leaders need to add K attrition rate was very high the airline industry. She sharing the flying, but it’s their own ideas and take as not as much was known began her career with the captain who holds the the best ones, rather than about technical systems or responsibility. have the team Flybe, before moving to meteorology. He flew with TUI UK and later, Virgin I re-examine agree with them incredible characters in a stories like because they’re Atlantic. Alongside her different culture at a different that of the intimidated. role as a commercial pilot, time, so comparing his first Apollo 13 A leader is she volunteers for The flight experiences to mine astronauts humble and Royal International Air was fascinating. The book in order to doesn’t consider taught me that while you Tattoo. Katherine studied look closely themselves can control some things, at team a hero. They Russian and Linguistics others are out of your hands. at university. dynamics and how they harness soft skills to get These days aviation safety dealt with problems so the best out of everyone standards are incredibly successfully. Though we and make the mundane What do you find most high, which thankfully means don’t have the luxury of seem exciting. rewarding in your job? the fate that was hunting working in our teams for My job has many different me was redundancy instead, facets. When people think about being a pilot, a great deal of personal they usually think about satisfaction from knowing the technical aspects of I have helped facilitate working with complicated these amazing stories. systems, finesse, expert knowledge and perfect What challenge have hand-eye coordination. you learned the most Being at work also means from in your career? building an instant rapport with my crew and using my The hardest challenges instruments in the sky to were at the beginning ensure the best possible of my career. When you journey. After landing look at the training course in the right place at the right time, it’s incredibly rewarding to switch off the EVERY TIME YOU ahead of you in its entirety, it’s difficult to translate engines and walk away DO SOMETHING it seems insurmountable. that experience to the from a good day’s work. But NEW... IT’S The only way I could focus Jumbos you see flying for all the customers sitting was to break it down into overhead. Every time you behind me, a plane serves A GIANT chunks, so that every time do something new in the another purpose. People STEP, AS YOU I completed a small part, cockpit, like landing for travel for a multitude of INCREASE YOUR it felt easier to get to the the first time, it’s a giant reasons, from visiting family final goal. When you start step, as you increase your to giving professional EXPERIENCE in small aircraft running experience level by 100%. presentations, and I get LEVEL BY 100%. checks on your flipchart,

47 Elizabeth Hogg Company No1 Lounges / Position Chief Financial Officer

lizabeth has been Chief Financial Officer at No1 Lounges since 2018. E Prior to this, she held the same role at Corbin & King, where she oversaw Describe your industry finance during a period of rapid expansion in three words. and eventual sale. She also spent six years as Chief Accountant at Pret A Manger earlier in her career, before becoming FUN, DYNAMIC Group Finance Director at The Big Issue. and REACTIVE. She has a BA in Egyptology from UCL.

What challenge have felt that being a woman assumptions. I’ve also made with options in terms of the you learnt the most would hold me back at it my business to encourage business you want to work from in your career? work, and I felt immune other working mothers in; its qualifications open I have managed a couple to the discrimination that to push themselves as doors rather than limiting of complex corporate others spoke of. Looking far as they want to go you. I would advise women restructurings which, back, I didn’t realise how professionally. I had no idea entering accountancy to whilst each was unique, lucky I had been to work for that that would be what choose an industry that all involved balancing the an inspirational CFO who shaped my career the most! interests them and a boss competing aims of the supported and promoted who inspires them, then company: the founders, me continuously at Pret. What advice would make sure to put their the investors, and the After having children, I you give to the next hand up for all the quirky banks. Navigating these discovered that some of generation of women projects they can. That situations requires integrity my colleagues expected entering your profession? usually gives you a pretty and emotional intelligence, me to lessen my ambitions. I would encourage more good way to get to know and even then, the best That helped me clarify women into accountancy. the business. outcome may not feel like what I wanted to achieve, Training to be an a win for everyone. Before and more determined accountant provides you becoming a mother, I never to challenge these

I WOULD ADVISE WOMEN QUICKFIRE ENTERING ACCOUNTANCY WHAT 100 company. Watching my of the purpose BOOK HAS own mother work throughout of a company TO... PUT THEIR INFLUENCED my childhood allowed me from “making HAND UP FOR YOU THE to form my own aspirations. the most money ALL THE QUIRKY MOST? I saw her running her own possible for The Gifts of business, which in turn shareholders” PROJECTS Imperfection helped me to understand to “improving our by Brené Brown. what I wanted from my society” by looking out for THEY CAN. professional life and from employees, caring for the WHO IS YOUR ROLE MODEL my company. environment and dealing IN BUSINESS? ethically. I believe that being WHAT’S THE MOST values-led is the foundation I’m very privileged to have INTERESTING THING for strong business, as can a bona fide shatterer of YOU’VE SEEN OR HEARD be seen in the rise of B glass ceilings for RECENTLY? a mother-in-law, Corporations. This clear Baroness Sarah Roundtable, which is one change in focus gives me Hogg. In 2002, of the most powerful hope that more companies she became lobbying organizations will embrace this approach, the first woman for American and businesses can become to chair a FTSE companies, recently a force for good in society. changed their definition

48 Describe HTL in three words. Carol Hui A DAILY Company Heathrow / Position Chief of Staff and General Counsel MIRACLE. QUICKFIRE

WHAT BOOK HAS WHO IS YOUR ROLE MODEL? can do. I love her spirit INFLUENCED YOU Nelson Mandela and and daredevil sense of THE MOST? Mahatma Gandhi are role adventure. Most models of mine as two WHAT’S THE MOST pertinent to trailblazers. They both began INTERESTING THING me personally their careers as lawyers, and YOU’VE SEEN OR HEARD is Amy Tan’s approached difficult RECENTLY? The Joy Luck issues with humility, I’ve been reading up arol’s remit Club. It’s about determination and on how to empower includes legal mothers and decisiveness without women in the affairs, business daughters, seeking power workplace. I didn’t have C Chinese women making for themselves. assurance, internal and any formal mentoring their way overseas and Mandela turned external communications, in my career, so I’m dealing with the challenges the axiom that interested in how it sustainability and that come with that. These “power corrupts” environment. Previously, can help both men women carried the huge on its head. Amelia and women. I like that Carol held a senior burden of their history – Earhart is my female role mentors can give something position at British Gas Chinese woman were of little model, because she dared back and not just pull up the following her career at worth in the olden days. How to take up the challenge ladder and close the door Slaughter and May. She they overcame obstacles of flying around the world. after them. Teaching people with dignity and courage Though she sadly did not about all the mistakes has received numerous inspired me. complete that mission, awards from the FT, I’ve learned from could she felt that women were be of use to someone! International Law Office capable of doing what men and Legal 500.

If you weren’t doing What benefits do you this job, what would think a more diverse you be doing? senior leadership team I would do more in the brings to HTL? way of working with I think it comes down to disadvantaged groups. diversity of thought, which Inclusivity is an area I’m is very important at board really interested in. We level. Leaders need to be need everyone to feel open to fresh ideas in order involved and accepted, to avoid groupthink and including those in the having different viewpoints mainstream who often feel around the table makes squeezed when we focus for a richer outcome. opportunities on those Analysis has shown that with less of a voice. I’m organisations with a more passionate about fostering inclusive environment right different ways of thinking. at the top are undeniably I enjoy encouraging the more successful. For a younger generation with company like Heathrow, their drive and innovative which already has a wide- approaches, as well as ranging community, it’s those who are at the end important that we maintain of their careers but who diversity at senior levels have amassed valuable too. Then people can look experience. at the leadership team and think “if I can see it, I can be it”, and there is a visible ladder going up that path.

49 Clare Hunt Company Compass Group / Position Group Director of Strategy and M&A

Describe HTL in three words. laire has a background in strategy, leadership and corporate affairs, HUMBLE, C studying at the University of Bristol, CAN-DO after which she worked for JP Morgan. At Compass Group, she oversees and CARING. strategy and M&A at the Group Level.

What attracted you to What benefits do you work in the food-service think a more diverse sector? workforce bring to HTL? QUICKFIRE The thing I love about I think it’s critical for us food is that it’s something to be in tune with our WHAT headset that can convince people really care about. clients, consumers and BOOK HAS you you’re eating a different It’s such an emotive employees. If our teams INFLUENCED biscuit to the one you’ve subject, everyone has an are representative of YOU THE chosen. What you see, opinion (whether that’s our stakeholders, we MOST? smell and hear through the good or bad!), and eating can understand what’s Bounce by headset overrides your sense is such an important important to them and how Matthew of taste so you think you’re part of everyone’s day. we can deliver a better Syed. I used to be an elite tasting something entirely Compass often serves the service. Diversity of thought athlete, so I was interested different. Imagine how same people day in day is also important to ensure to understand if that you could use that to help out so we can have a big we bring a range of was because of talent or people eat more healthily. impact on their lives. It’s perspectives to the table. practice! It also encouraged The other interesting but a great gift to be able to A more diverse group of me to apply some of the shocking thing I’ve heard put a smile on someone’s people means we benefit same principles in my is that face every day. from different thought working life. almost half processes and styles. WHO IS YOUR ROLE MODEL of food WITHIN THE INDUSTRY? produced Richard Cousins, the ex-CEO never of Compass, taught me a makes it onto huge amount about clarity our plates, with of thought and leadership. a huge proportion of fruits Faeth Birch at Finsbury and vegetables being thrown showed me how to be a away before they even get senior businesswoman with into the supply chain. We a family. must change that if we’re going to become a more WHAT'S THE MOST sustainable world. INTERESTING THING YOU'VE SEEN OR HEARD WHAT QUALITIES ARE MOST RECENTLY? VALUABLE IN A LEADER? I find the area of Integrity, authenticity, multi‑sensory fascinating. clarity and conviction. I recently heard about a VR

50 Anjali Manoj Kumar Company Yum! Brands / Position Head of Technology, Pizza Hut Europe QUICKFIRE

WHAT Hut. I learnt a lot to save brick-and-mortar BOOK HAS reporting to him. retail with tech. INFLUENCED More broadly, WHAT QUALITIES YOU THE I follow Richard ARE THE MOST MOST? Branson for the VALUABLE IN What Got initiatives he A LEADER? implements and You Here A leader should be the innovation he Won’t Take considered trustworthy brings. He’s not afraid njali has been at You There by Marshall by their team and to fail as a leader. Yum! since 2013, Goldsmith is a brilliant book stakeholders. They should where she started recommended to me by my WHAT’S THE MOST have the confidence and A mentor. What stuck with me as Programme Manager INTERESTING THING fearlessness to dream big, the most was that leaders YOU’VE SEEN OR HEARD and the drive to deliver their before moving into her need to take feedback, current role at Pizza RECENTLY? goals. It’s important to be a say thank you for it for people’s person who thinks Hut Europe. Prior to both positive or negative Recently, I’ve been impressed by Walmart’s about how they can their joining Yum!, she spent feedback, and reflect on team with them on a journey. eight years working in what needs to be done to Innovation Retail Lab, which move forward. is a concept store in New information technology York that uses AI enabled consultancy at Infosys. WHO IS YOUR ROLE MODEL cameras and interactive As Head of Technology, WITHIN THIS INDUSTRY? displays to gather statistics she is responsible for My personal role model is about things like shelf life delivering transformation my former mentor Rohit and stock demand. Amazon within the business. Kapoor, who is now VP are dominating so many at Starbucks following sectors, so I’m interested by Walmart putting up a fight What attracted you to numerous IT roles at Pizza work in the hospitality sector? What challenge have Change management business presence driving It was a coincidence really. you learned the most has been another big technological change, I previously worked with from in your career? challenge. Being in it won’t happen. technology services and My biggest learning has technology, it’s on us consulting companies, been to fail fast without to think how we drive What do you hope the having spent the last twenty fear. We need to ask change in the business industry will look like one years partnering with ourselves "how can we and work with the business in 5 years? various retailers across take this to market?" and directors to ensure they’re I think we will see a lot the UK and US. My first "how do we learn from equally on board. It’s more robotics and job after I graduated from that?". Gone are the days about collating a team Artificial Intelligence a computer engineering of waiting to roll out the rather than depending on in the restaurant space. degree was in the banking perfect product once: now, single leaders within the There will be more robots sector, and since then we have to release the IT function. I’ve learnt that serving food and more I’ve been trying to work minimal viable product unless you have a strong drones to do pizza delivery. out which industry I’m and build on customer most interested in. I moved feedback. The biggest to Pizza Hut six years ago, Describe your industry in a few words. challenge has been and I love exploring retail convincing customers to again. The best part of come on board with this FAST MOVING, our business is the culture: shift in mindset, from one I was most attracted big launch to a work-in- CHALLENGING, to the journey everyone progress model. is taken on. INNOVATIVE.

51 Describe the travel sector in three words? Amanda Lakin RELENTLESS, Company Saga Holidays / Position Marketing Director ADDICTIVE QUICKFIRE and FUN.

WHAT WHO IS YOUR ROLE MODEL? and treats everyone as BOOK HAS Jacinda Ardern comes to adults. I’m excited to see INFLUENCED mind. What an inspiration. how this will transform our YOU THE She was only thirty-seven working lives in the future MOST? when she became Prime as more businesses adopt Lean In Minister of New this approach. by Sheryl Zealand WHAT QUALITIES ARE Sandberg and she THE MOST VALUABLE manda has became balances IN A LEADER? a background very relevant her role Integrity is important in marketing to my life after having my in office to me. I always look A first baby. At the end of my with and leadership, and has for authenticity, too. maternity leave, I decided having worked for companies It’s about being the to leave the company I’d a young same person in the such KM Group, AIA been at for nearly a decade family at Worldwide and British office as you are at home. and take on a new role at home. Excellent communication Airways. Prior to her Saga Holidays. Many friends WHAT’S THE MOST skills and thinking through current role, Amanda and colleagues couldn’t your communications believe I would want the INTERESTING THING spent eight years at TUI YOU’VE SEEN OR HEARD strategy is essential. where she specialised stress of a new job alongside How can you make the challenge of returning RECENTLY? in marketing and The rise of working from everyone feel involved to work. However, I knew I and engaged in the journey? communications. was ready for a change and anywhere. Not just working Currently, she is the didn’t want my new status as from home, but genuine Marketing Director at a mum to hold me back from flexibility to do your job Saga and a member of an exciting new opportunity. regardless of location. the Marketing Academy It shows complete trust alumni. She also has a BSc in Media and Communications. as one team. For me, this down. I had the realisation Visualisation really works! job is all about people and that I am in control of my It is important to picture how we can best inspire diary and it is up to me to yourself doing what you IT IS our customers. I’ve just prioritise my time. It’s better really want. Imagine the IMPORTANT returned from maternity to do a few things well and ideal job and what your life TO PICTURE leave, which gave me keeping your end goal in will look like, then remind a lot of time to think and mind is critical. yourself all the time. Talk YOURSELF I realised leadership is a about it with friends and DOING WHAT big part of what I enjoy. What professional advice remain positive. Don’t YOU REALLY would you give to the listen to the negative voice What challenge have you next generation of in your head as anything WANT. IMAGINE learned the most from in women? is possible. THE IDEAL JOB your career? AND WHAT I took on a secondment in 2016 as Business Lead for YOUR LIFE WILL a huge change programme LOOK LIKE. and my to-do list became out of control. When everything is seemingly What do you find most important it’s hard to see rewarding in your job? what really matters, and Working with a range the relentless pace of emails of colleagues, building and meetings can get you collaboration and achieving

52 Sophie Lawler Company Total Fitness / Position Chief Executive Officer I’VE STAYED IN THE SECTOR QUICKFIRE DUE TO IT’S GREAT WHAT’S WHAT QUALITIES ARE THE MOST THE MOST VALUABLE PURPOSE, INTERESTING IN A LEADER? BUT EQUAL THING Courage, but not in the way CHALLENGE. IT YOU’VE SEEN that you might expect. It’s OR HEARD courage to bring your whole TAKES IMMENSE RECENTLY? self to work and lead with RESILIENCE I’ve been reading a book authenticity, which is the ophie started out called Blink by Michael second quality. It’s courage as an instructor BUT IS Gladwell. It’s so fascinating. to be vulnerable and admit and membership EXCEPTIONALLY He talks about how we make when you don’t have all the S exceptionally quick decisions answers, enabling you to consultant at Total Fitness REWARDING and value judgements based lead authentically. But the 20 years ago. She since on “thin slices” of vast and great thing is that this type spent most of her career What advice would complex information gathered of courage and authenticity at Fitness First, before you give to the next since birth. It means that we generates trust, which is returning to the company generation of women can make instantaneous, the third quality. And why is as their first female CEO. entering your sector? unconscious decisions which trust important? If people Since the start of 2019 the I’d give them the same form the basis of our actions. don’t trust you, they won’t Of course this makes us membership has grown advice that I would have challenge you. If they don’t exceptionally effective, but challenge, they won’t own a given myself when I was by over 9000 members the challenge is that those decision or outcome, having joining the job market, and year to date (an 11% thin slices of information are neglected to participate in it. growth on the existing I’d say the same regardless so distilled that they’re not Ultimately, this means they membership base). of gender: be less proud always helpful…. won’t truly execute or deliver. and more humble. Never What do you find most assume that you’ve got all rewarding in your job? the answers and that you can’t learn from someone I don’t think I could sum it else. I think that if I’d had up, I’ve never loved a job a little more faith in my so much. Maybe it was the right to be in the role, period in which I arrived. and therefore more secure I joined a company that in asking questions and didn’t so much need acknowledging that there a turnaround but was might be a better way, certainly declining. I didn’t then I certainly would know all the answers, but have relaxed more, made I knew we would find them stronger relationships, and together. The hard reality grown more quickly as of the CEO role is that the a result. While I think this responsibility lies with me, applies to everyone, I do but it doesn’t feel lonely relate to women who feel and it’s that empowering insecure and imposter-like aspect that I find at work. exceptionally rewarding. In my role, I grow myself and in doing so I grow other people around me.

Describe HTL in three words. PURPOSEFUL, REWARDING and CHALLENGING.

53 Stephanie Lloyd Company The New World Trading Company / Position Sales and Marketing Director QUICKFIRE

WHAT Nevertheless, our desk and constructing BOOK HAS from day buildings, to biological INFLUENCED one, my driver engineering of body parts YOU THE MOST? and reason for like heart valves. being in the industry has Start with Why WHAT QUALITIES ARE by Simon Sinek. been Chris Hill, our current CEO and my boss. From THE MOST VALUABLE I was midway IN A LEADER? through the moment I entered the sector, Chris believed in me. A leader must believe tephanie has spent my career when I read it, in themselves, in others so it was very impactful. I also take a lot of inspiration the last three from the multitude of books and in the goal for the years overseeing Sometimes it is easy to skip business. They must do S over why you are doing I read and the podcasts marketing at NWTC, this through consistency something or why something that I listen to. having moved into the and communication, while is important. This book often WHAT’S THE MOST fostering trust and positivity sector from agency. reminds me to go back to INTERESTING THING Prior to her current within the workplace. All the basics of what I do and YOU’VE SEEN OR HEARD the good leaders over the role, she worked at how this can help people RECENTLY? course of my career have Weber Shandwick and buy into my vision. I’ve always had a inspired Digital & Wise, where WHO IS YOUR ROLE MODEL fascination with 3D me, and she focused on digital WITHIN THIS INDUSTRY? printing, and these they have marketing. Stephanie I’m blessed that I have technologies have all had also studied at the so many inspiring people more to give us, a great University of Huddersfield around me, from colleagues from printing a deal of cup of coffee at integrity. and obtained a degree to industry peers. in Fashion Design and Manufacture. I understand how hard collaboration over a desire walls, I love to network What do you find most our teams work day to to deliver the very best and share my journey rewarding in your job? day, across every role experience to every guest. so far, whether that’s Coming from a in the business. Seeing It is a constant adventure. with strangers who are predominantly retail and feeling the energy of I’m always learning and fresh to the workplace and fashion background everyone working towards being given an opportunity or in industry-related previously, I quickly grew the same goal on repeat, to put that into action. conferences. I’m lucky that a “behind the scenes” yet with an attitude as if it In short, I love my job I’ve had some wonderful appreciation for the were the first time, drives every day. opportunities over the entire world of hospitality. me every day. I love that course of my career to How are you encouraging do this. I also sit and more women into the serve on the DMA North industry? Council (Data & Marketing Part of my attraction Association). to NWTC was its commitment to equality in the workplace, and I carry that baton on with A LEADER MUST a responsibility to lead by BELIEVE IN example. I strive to train and mentor my team and THEMSELVES, IN colleagues and make OTHERS AND IN everyone feel valued and THE GOAL FOR heard. Outside of NWTC THE BUSINESS.

54 Jane Mackie Company IHG / Position Senior Vice President Global Marketing, Luxury Brands

rior to her current SVP role, Jane was Chief Marketing Officer at Aman. She has spent the last two decades working P Describe HTL within the hotel sector, in senior marketing in three words. roles at Starwood, Loews, Cape Resorts, Club Quarters and Fairmont. Jane has a BA in Economics from Brown University in the US, FUN and as well as an MBA in Marketing from NYU’s ALWAYS ON. Stern School of Business.

What career advice would you give your younger self? Take it all in and let it happen. Early in my career I was bold and courageous, but sometimes you have to let the leaders give you advice. Let people push you out of your comfort zone. During my time at ITT Sheraton in my twenties, I went in for what I thought was an update meeting with the EVP Sales and Marketing. He told me he was concerned about the Europe, Middle East and Africa Region, and wanted me to leave my hometown of Boston and relocate to Brussels. I needed a day to say yes but it was the best opportunity I ever had. The best advice I gave myself was to let it happen and spending five years overseas so early in my QUICKFIRE career was an incredible WHAT of us to think harder on ways experience. BOOK HAS to stand out. INFLUENCED WHO IS YOUR ROLE MODEL If you weren’t doing YOU THE WITHIN THIS INDUSTRY? increasingly this job, what would MOST? you be doing? Bob Cotter, the EVP who part of a global collection Purple of luxury experiences. I would be an entrepreneur sent me packing to Europe Cow: Transform with three suitcases and running my own business, WHAT QUALITIES ARE your Business by Being a one-way ticket! probably within the Remarkable, which I read THE MOST VALUABLE industry. I try to maintain when I arrived back in the US WHAT’S THE MOST IN A LEADER? that self-motivated attitude from Brussels and the whole INTERESTING THING A leader should be honest, even within such a large industry was changing. YOU’VE SEEN OR HEARD inspirational and forward- company; I don’t just Design-forward hotels and RECENTLY? thinking; but still grounded assume the paycheck is new technology increased LVMH acquiring Belmond. in today’s challenges. coming at the end of the table stakes for entry into Hospitality is becoming month. The fast pace keeps luxury hospitality, forcing all me motivating my team.

55 Mira Magecha Company Just Eat / Position Chief People Officer (Interim), Diversity and Belonging Sponsor

What benefits do you think a more diverse Describe HTL in three words. workforce bring to HTL? I always think of diversity EVOLVING, DYNAMIC in a broader sense. Where have people come from? and REWARDING. Who have they learnt from? What is their professional background? This allows different ideas to flourish, different ways to think QUICKFIRE about both a challenge ira has had and a solution. It is key WHAT HAVE important role in helping me create my own identity, over 15 years’ that we also acknowledge YOU READ RECENTLY but I’m constantly evolving. experience that diversity is also about M ensuring we can meet THAT’S I think this goes back to my in HR and business roots, as I’ve always believed the needs of the people IMPACTED transformation, having in working hard and not we serve. At Just Eat, we YOUR DAY taking anything for granted. directed people work with a diverse range TO DAY operations in Citi Bank, LIFE? Everything I have achieved of over 107,000 restaurant has been completely down the BBC and Ofcom, partners serving more than Delivering Happiness to hard work and taking risks. prior to joining Just Eat 27million customers across Saying “it may not work but in 2015. She has worked 12 markets. To serve them by Tony Hsieh - I was so inspired by the random that’s okay” has been an in the private and public well, we need to ensure attitude I’ve always applied our workforce reflects that “act of WOWness”. Taking sector, and also sits on the Zappos culture and to my professional life. diversity too. the board at Unidays as employees using it in their WHAT’S THE MOST a Non‑Executive Director. everyday life. I recommend How are you encouraging INTERESTING THING the book to anyone leading YOU’VE SEEN OR HEARD more women into the What do you find most / managing / inspiring teams RECENTLY? industry? rewarding in your job? and interacting with anyone, There’s no such thing as My day-to-day is never At Just Eat we have a partners, friends - everyone - laziness, instead there are the same and one of the number of initiatives it’s not just about work. I love barriers to behaviours such many reasons why I love in place to encourage how he talks about learning as procrastination. Once you each and every day as well as Just Eat is because of how diversity. We do a lot understand the barrier you the importance of creating fast changing it is. I love around women in tech, are able to lift the lid and happiness in all that we do. helping and supporting women in finance, as well move forward. people progress through as STEM programmes WHO IS YOUR ROLE MODEL? to inspire more young WHAT QUALITIES ARE their career, but in my role I have worked with so many people to consider a THE MOST VALUABLE as Chief People Officer, amazing people and clients IN A LEADER? it’s also about working and career in technology. We over the course of my career, also launched a mentoring To be inspired, integrity responding to what’s going who have all played an and the willingness to listen. on commercially within the programme about eighteen business and the industry. months ago focusing My passion is solving on mentoring women. do to sponsor women problems, so I’m all about However, intersectionality we do not inadvertently building strong, diverse is something I believe exclude men. Whilst our teams that work together it is fundamental to any priority was to ensure a to find solutions and diversity and inclusion representative mentoring develop the best possible strategy in the workplace. programme and ensuring outcome for any business It refers to the appreciation women felt comfortable challenge. It’s really that someone is not just about volunteering important that I’m building one thing, they are a and participating in the a commercial people combination of different initiative, it’s entirely function and I believe that’s characteristics and inclusive to everyone, what makes us so different demographics, so it was which means we will never from other HR functions. important to me that as say it’s “solely” for women, a result of the work we BAME or the LGBTQ+.

56 Carolina Martinoli Company British Airways / Position Director of Brand and Customer Experience

to the table as a positive. Be accountable for your career development and TRUST YOURSELF AND BE clarify the importance of your career to your POSITIVE, BECAUSE THE partner even if you make COMBINATION OF KNOWLEDGE less money. We cannot AND PASSION IS POWERFUL. view shouldering an unfair share of domestic work as a problem we expect our employer to solve for us. Describe your business in three words. Work-life balance should urrently at be a debate for society, DYNAMIC, COMPLEX rather than a gendered British Airways one. Trust yourself and and FASCINATING. C as Brand and be positive, because the Customer Experience combination of knowledge Director, Carolina has and passion is powerful. a strong background in Marketing, Management What benefits do you QUICKFIRE and ecommerce. Her think a more diverse responsibility is brand and workforce bring to HTL? WHAT was not an assistant. My boss customer experience - Diversity offers different BOOK HAS did something extremely including product, service, sensitivities, approaches INFLUENCED brave and happily faced criticism for his decision. and negotiation styles YOU THE marketing, research, At the time, he told me that in the workplace. I often MOST? insight and CRM. Prior it would have been easier to British Airways, she remind the women I am always fascinated by to go with someone else, worked for Parmalat I mentor that we don’t but he trusted that I could need to mimic what is still human minds Brazil, Yell and Iberia. and behaviour. Subliminal deliver what he needed. He often perceived as alpha believed that I deserved the Carolina completed male behaviour. When by Leonard Mlodinow is her studies in Business a great book, however opportunity, so he felt it was women adopt unnaturally his responsibility to deal with Management at the masculine behaviours, they I’ve always found people more influential. I value the aftermath. He gave me Fundação Getulio Vargas. offset the value of diversity. learning from both positive validation at a time when Diversity can create I was still not even ready What career advice experiences and mistakes deeper, more meaningful over manuals. People look to validate myself. would you give your conversations and drive for a magic formula, but WHAT’S THE MOST younger self? more educated decisions. life isn’t like that. You need INTERESTING THING Be authentic and bring to understand your impact YOU’VE SEEN OR HEARD what is different about you on your environment and RECENTLY? learn from it. I recently watched a Maya WHO IS YOUR ROLE Angelou documentary on MODEL? Netflix. She’s such a good I want to pay tribute to my model of a strong woman boss from a long time ago in of colour and said something Brazil. He had the courage which really resonated with to promote me, a twenty- me: “courage five-year-old woman at the is the most time, over three middle- important aged male candidates. of all the Though he sadly passed virtues, way, I will always remember because him as someone who had a without great impact on my career. courage you In 1990s Brazil, I was the only can’t practice any woman in the company who other virtue consistently.” I couldn’t agree more.

57 Laura May Company PureGym / Position Director of Tax and Treasury QUICKFIRE A DIVERSE WHO IS YOUR industry. Humphrey Cobbold WORKFORCE ROLE MODEL took over in 2015 and SHAPES THE WITHIN THE evolved the core model to COLLECTIVE INDUSTRY? drive the enormous growth I’ve worked that has made PureGym VIEW OF with some the largest operator in the A TEAM great people UK. The business needed at PureGym. Because of its very different skill sets at aura has had a wide-ranging career in finance. entrepreneurial environment, different times but the there are lots of personalities commonality between the After spending seven years at Deloitte and two is that they built strong latterly at Northern Gas, she joined PureGym that are forces to be L reckoned with! It’s these teams with a shared vision as Finance Director in 2012. Laura joined the business people that make the for a great culture and the at a time of rapid growth, which she has played culture, and the business, highest possible levels of a large role in driving. unique. However, the two performance. biggest influences WHAT'S THE MOST What career advice would If you weren't doing this in my recent INTERESTING you give to your younger job, what would you be career have THING YOU'VE self? doing? both had the SEEN OR HEARD Don’t be closed off to Finance has always same job. I’ve RECENTLY? opportunities. Treat every interested me, so been with the What3words.com. opportunity as a stepping something else within business since It’s changing the way stone you can learn from. that function. almost the very we navigate the globe! I trained at Deloitte and beginning and have seen first hand the WHAT QUALITIES after a couple of years in What benefits do you different skill sets need to ARE MOST VALUABLE management, I left to move think a more diverse establish, grow and maintain IN A LEADER? into industry. While I loved workforce bring to HTL? a market-leading brand. my first role outside of Somebody who sees the The wider the variety of Peter Roberts, the founder true value in people, takes practice, I didn’t enjoy my outlooks you have around of PureGym, established a time to build relationships second move as much, but a table, the more balanced truly entrepreneurial model and takes their team on it’s that opportunity that led an outcome you get at that revolutionised the a journey. to PureGym and I haven’t the other end. A diverse looked back. workforce shapes the collective view of a team.

Describe HTL in three words. ENERGETIC, EXCITING and FAST-PACED.

58 Describe your industry in three words. Katie McAlister FUN, Company TUI / Position Chief Marketing Officer UK and Ireland FAST and HUMAN.

atie has worked for TUI for the last 11 years, where she started out in K digital strategy and business change before taking on her current role as CMO. For the last year, Katie has been the driving force behind customer strategy across UK and Ireland.

What attracted you to work in the travel sector? I wanted a job where I could have the THE INDUSTRY opportunity to speak French or Spanish, as well IS ALL ABOUT as a job that would allow PEOPLE HAVING me to travel. The industry THE BEST FEW is all about people having the best few weeks of their WEEKS OF lives and it’s just so big, THEIR LIVES with so much opportunity. AND IT’S JUST You can start one thing and end up doing something SO BIG, WITH else completely and that’s SO MUCH really appealing to me. OPPORTUNITY If you weren’t doing this job, what would you be doing? I’d probably be an overseas writer in Spain. QUICKFIRE What do you hope the travel industry will look WHAT Sara Bennison, CMO at before we move into her like in 5 years? BOOK HAS Nationwide. It is a company extinction rebellion. I think I don’t think it will be too INFLUENCED that has great campaigns it will be at the front different from where we YOU THE and communicates their of consumer brand clearly. Sara constantly decision- are now; people will always MOST? delivers really good ideas, making and want to go away. But I think I tend to find books a all the while the wider I would like us to be able keeping political to give the easiest possible bit contrived. In the context of women, I think they are customers at movement is experience we can. I don’t the heart of very interesting. think the desire to travel good for giving young girls female heroes and her vision. I’m not sure that will change but I do think consumers consciously role models to look up to. WHAT’S THE how we use technology choose companies on the That’s what I like about how MOST INTERESTING THING to deliver it will. basis of their sustainability literature has evolved; we’re YOU’VE SEEN OR HEARD credentials yet, but I do showing women that we can RECENTLY? think they will begin to. be brave. The fact that consumers WHO IS YOUR ROLE MODEL have just woken up to WHAT QUALITIES ARE WITHIN BUSINESS? sustainability. Greta THE MOST VALUABLE IN A LEADER? From a marketing Thunberg’s speech is going perspective, I admire to be seen as a watershed Consistency, integrity moment and that’s even and a sense of humour.

59 Tina Milton Company easyJet / Position Director of Cabin Services A LEADER IS SOMEONE QUICKFIRE WHO DOES SOMETHING WHO IS YOUR ROLE MODEL WHAT QUALITIES ARE FOR SOMEONE WITHIN THIS INDUSTRY? THE MOST VALUABLE I’ve worked for two COOs IN A LEADER? WHEN NO at easyJet whom I still have The leaders who listen are ONE ELSE IS close relationships with. the leaders you want to They’re my go-to people speak to. This is critical, as LOOKING. for advice, albeit for very you’re only ever as good as different reasons. Warwick your people. I nudge doors ina has a depth of has been quite heavily Brady kept me honest and open for my team but they’re experience in airline male‑dominated in the truthful. He challenged me ultimately the ones who operations having past. This has changed to look at things differently, bring amazing ideas and T in the last few years as stretching my thinking in know the next best step to started out as a cabin crew every single way. Chris take. Different generations member at Caledonian women are standing up and becoming more Browne built up self-belief and profiles of people bring Airways before moving confident. Although more and self-confidence from experiences I don’t have, so into Operations at women are realising that a different perspective by it’s my job to listen to them easyJet. She has been it’s ok to ask for flexibility in trusting in individuals. and help them grow. A at the company for over your job to accommodate Her management leader is someone who 20 years, where she other priorities like family, style was does something for extremely someone when no oversees Cabin Services more support is needed empowering. one else is looking. across the airline. in this area. You can be successful and brilliant What attracted you to at both. work in the airline sector? I’ve worked at easyJet for How have you seen your twenty years now. When I company culture change? It’s important that women stand up to challenges first joined aviation, I was When I first joined, I would can watch others take time and believe I have the very young and didn’t know walk into a room and be out and come back from capability to know what much about the sector, but the only woman there. where they left off to grow the right thing to do is. I did know that I enjoyed Over the past ten years, their careers further. A diverse workforce offers being among people I’ve seen that change, different views and ways in a social environment. even at the heart of the What advice would you of thinking, and when you The fact that every day operations function. Now give the next generation believe in yourself it’s much brought new people and I always expect a balance of women? easier to sit at the table new challenges really of people around me. I’ve Having self-confidence and participate in those attracted me. had two children whilst at has allowed me to discussions. easyJet, but at that time it What are the biggest felt like I was the only one challenges facing starting a family. As I’ve women in HTL? grown through the ranks of I’m in operations the business, I’ve been able within airlines, which to help change that culture.

Describe HTL in three words. EXCITING, CHALLENGING, OPPORTUNITIES.

60 Maxine Muir Company Macdonald Hotels / Position Director of People and Talent QUICKFIRE

WHAT book. My previous director first Group Talent Manager BOOK HAS encouraged me to read a role within our group, and INFLUENCED book a week and to share we wouldn’t have got there YOU THE summaries of those books if it wasn’t for both of us MOST? with the leadership team doing to together. Through At the of the group, together with working with him I’ve learnt moment, my thoughts and insights. to find the calm in myself. Thrive by I found this hugely beneficial and I added to the personal WHAT’S THE MOST axine has a depth Arianna INTERESTING THING Huffington, development of the of experience participants in our leadership YOU’VE SEEN OR HEARD within the which is about health and RECENTLY? M wellbeing in the workplace. programmes. hospitality sector, and I’ve been reading a lot Time to Think by Nancy successfully moved from WHO IS YOUR ROLE MODEL about the power of Kline really WITHIN THIS INDUSTRY? meditation. It was brought General Management to influenced me specialise in HR - working I don’t look at role models into our studies during the most. It’s as I don’t think we should my preparation to be an in both South Africa and about how model ourselves on anyone. executive coach. It’s very the UK. Maxine has been to create I do hold a tremendous easy to allow the pressures part of Macdonald Hotels meaningful amount of respect for of your environment to for the last two years, and meetings to mentors and I would say my really mess with your head make sure previous director was a real but if you have that sort she is a qualified Business everyone and Executive Coach. mentor to me. He helped me of calmness, it will calm has a place at the table to craft my career. He was your thinking. I’m writing and can share their views What benefits do you the yin to my yang; I’m very a book called From Suits without having to censor. passionate, bold and fiery to Wellington Boots and think a more diverse Also, Shackleton’s Way and he was calm, laid-back it’s about a personal workforce bring to HTL? by Morrell and Capparell and quiet. We launched the journey to find balance. I’m biased because I which is a leadership absolute love working with female teams. In the past, What do you hope the I worked in predominately HTL industry will look male teams and they like in 5 years? had a very different I hope the industry will be perspective. We bring more progressive in terms different skillsets. Women of health and wellbeing. bring more empathy and For example, entertaining in fact, when I returned to and embracing flexible leadership after becoming working hours. It’s thought a mum, I was a much that the industry can’t do better leader because it because it’s a service I was more comfortable industry but there is making mistakes. Women potential for that in the nowadays feel they must hotel business. A lot can manage “like a man” but be done to improve that; there is a key skillset that everyone is still behind the they can bring to the team. curve. People are getting some elements right but there are a lot of things left behind.

61 Ann-marie Murphy Company The Gym Group / Position Director, People and Development

Describe your business in three words. QUICKFIRE

EXCITING, WHAT In terms of women in the BOOK HAS sector, I have worked with REAL and INFLUENCED and for several who have FRIENDLY. YOU THE achieved amazing things MOST? in very different ways, The Tipping so I have always looked up to them and their different nn-marie has led expected to end up in this Point: How approaches to success. HR for multiple career. I think I would’ve Little Things companies through wanted to do something Can Make a WHAT’S THE MOST A with a sustainability Big Difference by Malcolm INTERESTING THING periods of transformation Gladwell. It taught me that YOU’VE SEEN OR HEARD and growth. Currently aspect. My first passion was fashion, and timing is everything, and RECENTLY? on the board of The Gym I always thought I’d it’s at the points where you I have just started a new Group, she has dedicated go down the buying build up the right amount of book called Loonshots, her career to building route. It would be cool momentum that things will by Safi Bahcall. The most tip in your favour. I also loved winning culture. With an to work in a sustainable fascinating part (which Superfast: Lead at Speed MA in Strategic Human quality fashion business is quite obvious when by Sophie Devonshire. It’s Resources, Ann-marie that meets the current you think about it) is all about knowing when to that the most important has worked in a variety of needs of consumers. speed thinks up and pull global firms such as IBM, breakthroughs in any field back at the right time. are almost always the TUI travel and New Look. What benefits do you think a more diverse WHO IS YOUR ROLE MODEL ideas which challenge workforce bring to HTL? WITHIN THE INDUSTRY? conventional wisdom and What career advice therefore are most likely to would you give your Diversity is the vein that I have several role models that spring to mind. be shot down at first. That's younger self? runs through the whole because they often start on company. It needs to Firstly, a MD from my First I would tell her to not be Choice days who is very the lunatic fringe before they be embedded in the in such a rush to get to different to me in terms of reach mainstream credibility. business fully. I think it the top, and to be more personality. Since he is quite They challenge conventional open-minded as to how brings more balance an introverted person, he wisdom and have effects that she might get to the end and better commercial showed me a different way are impossible to predict destination. I personally decision making. A of reaching goals which or forecast. don’t believe in career diverse workforce moves I found incredibly valuable. paths, because it’s not the business away from about a structured journey, polarised thinking. I’m but an adventure. I think a firm believer that you DIVERSITY IS THE VEIN THAT RUNS it’s important to take can only be what you can THROUGH THE WHOLE COMPANY. opportunities as they arrive see. If you have a diverse and see what happens top table, more people IT NEEDS TO BE EMBEDDED next. It’s important to from a range of different IN THE BUSINESS FULLY break out of the “I’m not backgrounds will put there yet, but I should themselves forward for be” mindset. bigger roles. It also widens the pool for applicants If you weren’t doing to our business, at the this job, what would same time attracting you be doing? more customers. As with most people who work in HR, I never

62 Helen Nelson Company Mitchells & Butlers / Position Operations Director, Harvester

also been relatively slow to adapt to technology which could reshape these roles with tools as simple QUICKFIRE as skype meetings and new unprecedented with an array communications channels. WHAT’S THE MOST of food styles coming to I believe there is more work INTERESTING many towns for the first time. to be done in terms of THING WHAT QUALITIES ARE establishing expectations YOU’VE SEEN of what a good job looks THE MOST VALUABLE OR HEARD IN A LEADER? like today. Driving around RECENTLY? the country in a car with Nurturing people and Where your bosses’ boss may knowing the value of elen has worked delivery is going to have been how business working together. I believe in the hospitality go in the near future. The was done twenty years ago it’s hugely important to industry for the prediction is that the UK surround yourself with H but we could challenge takeaway delivery market last twenty years, starting people who are competent, ourselves to be more time will be worth £9.8bn by 2021. out at Marston’s before efficient now. We could able and willing to be The innovation in this sector nurtured. You also need joining Bay Restaurant learn from the retail sector. spurs me on to champion Group. She later joined to remember that results change within my business. always matter. Though the How have you seen your Bramwell Pub Company, This growth may well feel devil may well be in the in before becoming company culture change? less dramatic to the public the detail, the expectations Operations Director A year back from maternity in the metropolitan centres of what is required from that at Harvester for Mitchells leave, I feel very qualified where choice, speed and detail must be clear to all. quality have been pretty & Butlers. Helen oversees to answer this. Driven by A true leader can find the our diversity workstream, good for a while, but for fine balance between results 230 sites nationwide consumers in the provinces, and is currently closely I have seen improved and people, and make sure the rate of change will be they work in harmony. involved in the expansion process when it comes to women returning to of the business. work well. In addition, I have seen increased What are the biggest THE INNOVATION IN THIS SECTOR focus on attracting and challenges facing retaining women in roles SPURS ME ON TO CHAMPION women in HTL? beyond that of General CHANGE WITHIN MY BUSINESS. As an age-old industry, Manager. I do believe processes have just evolved what gets measured gets rather than structures done and our progress on being built and technology gender diversity targets embraced to make area is discussed and reported roles feasible with family regularly. Work life balance life. I include both men is a focus for us all, not just and women in that. The women, and the demands biggest challenge is the of the changing workforce travel demands placed have helped drive initiatives on those at area manager through. Small things can level; geography can turn make a difference, like what could be the most encouraging lieu days flexible job in the world rather than frowning upon into a logistical nightmare. them. Our Team App is Women especially tend a great new addition that to carry guilt if face to allows employees to swap face time isn’t top of the shifts in advance so they agenda. As a sector, we’ve can plan their lives.

63 Eveline Noort Company Belmond – LVMH / Position General Manager, Belmond Le Manoir aux Quat’Saisons

veline has worked in the hotel industry since 2008, starting out E as a Management Trainee at Amsterdam’s Hotel Pulitzer. She then joined the management team at the Sheraton Stockholm before taking up the General Manager role at Le Méridien Piccadilly. She has been with Belmond/ LVMH for the last year, as General Manager of Belmond Le Manoir aux Quat'Saisons.

What benefits do you encouraged that it could think a more diverse eventually be them. I love workforce bring to HTL? to hear that, because they QUICKFIRE Different backgrounds are very capable of doing it too. bring nuances, so the WHAT because I deserve it. Later, more mixed a team is, BOOK HAS the EVP said he enjoyed the more diverse it will How are you encouraging INFLUENCED my answer, and eventually be. Everyone brings more women into the YOU THE rehired me as GM for something to the table, industry? MOST? Le Meridien Piccadilly. and we have a diverse I mentor within the industry Good to Great WHO IS YOUR ROLE MODEL clientele and workforce, and focus on making by Jim Collins, WITHIN THIS INDUSTRY? so we need to aspire to people enthusiastic to stay. and Sheryl Sandberg’s Lean Raymond Blanc, whom a diverse leadership team This is a challenge when In. When I was twenty-five, I work with now. I have at all layers. I’m not an women are in their late I had just been promoted never worked with someone advocate of choosing twenties and early thirties at Sheraton and we were who strives for excellence women for the sake of it, and thinking about starting selling the hotel to a new so intently. He’s very but when right for the job families. Mentoring is about owner who had flown in. passionate and I admire they can instigate more keeping them enthusiastic As Room Division Manager, everything he’s achieved collaborative leadership. and opening their eyes to it was my first time at the in his professional life. A more diverse team different career avenues. boardroom table. The EVP engenders cohesion I listen a lot. By working made a comment about how WHAT QUALITIES ARE and inclusion. When new through their issues aloud, shocked he was that I was THE MOST VALUABLE young women start here, my mentees develop already Room Supervision IN A LEADER? they are amazed to see a confidence that they’re Manager and asked me Above all, humility. A good young female GM and feel doing the right thing. how I had done it. Having leader can make anyone feel read Lean In, I replied, “I’m comfortable and connects just that good”. The whole with a room room laughed, but I was attendant serious. Women often put just as easily themselves to the back of as with the the queue and put success president of down to luck, but at the end a country. of the day I knew I needed to own what I’d achieved

64 Faye O’Brien Company wagamama / Position Vice President Marketing, US

and the psychology behind why people make the decisions they do. QUICKFIRE What do you hope the WHAT how the way we engage HTL industry will look BOOK HAS with fast-casual restaurants like in 5 years? INFLUENCED is changing as a result. I hope the number YOU THE There is a restaurant called of women in senior MOST? Spyce in Boston started by positions will continue to One of the four mechanical engineers increase within the sector. reasons from MIT. They partnered There have been some I started in with the Michelin-starred aye began her movements in recent years marketing was Why We Buy: chef Daniel Boulud to create with women in executive The Science of Shopping by a healthy bowl concept career in the where all the back-of-house hospitality sector in positions and we’re really Paco Underhill. This book F starting to see the benefit. was all about consumer – from ordering to food marketing with bars and preparation – is done by I want the way we operate behaviour and what makes entertainment venues robots. It’s fully automated to be the industry standard people purchase what they with minimal labour, so there before joining Mitchells across the board, but do. I fell in love with how & Butlers, where she was fast it was. You can do small are only about three front some companies are stuck of house staff. It’s received Brand Manager of the in their ways and don’t things that influence much greater outputs. I love to several millions of dollars Ember Inns business. know how to approach in funding, and I think it’s She joined wagamama thinking differently. I hope understand why people do what they do. The everyday something to be inspired by in London in 2015 and to see young women as a sign of things to come. feeling empowered to customer doesn’t register has since relocated to the power behind visual If you ask me, the restaurant take on senior roles within New York in her Vice merchandising, but there’s industry will split into two. the sector, which will President of Marketing so much science which On one hand, role. Faye graduated from encourage young people goes into calculating you’ll have the to work in hospitality, automated grab- the University of Leeds it. I’m a believer that because there is a clear marketing is a blend and-go concepts with a BA in Theatre path for progression. that move and Performance. of art and science, and though I’m swayed quickly to afford towards the creative people more What attracted you to YOU CAN aspect myself, this book time to enjoy other work in the HTL sector? inspired me to get into the experiences. On the I’ve been in hospitality DO SMALL study of marketing. other hand, there will still be since I was sixteen, so it’s THINGS THAT a need for the full-service all I’ve ever known. I’m truly WHAT’S THE MOST restaurant where customers INTERESTING THING enjoy their leisure time passionate about food and INFLUENCE YOU’VE SEEN OR HEARD connecting with loved ones. drink, so it made sense MUCH GREATER RECENTLY? As robots take over casual to do something I love. OUTPUTS. I’m fascinated by start-ups, dining, excellent service On the side, I operated my will only increase in value. own drinks business that technology innovation and I set up during university. From there, my interest only grew, and I ended up getting my first marketing role for Ember Inns at Mitchells & Butlers. I’ve done a range of marketing roles at wagamama since, culminating in my current, more executive position. The other element was a longstanding fascination with consumer behaviour,

65 Jane O’Riordan Company Caravan Restaurants, Turtle Bay, FlightClub Darts / Position Chairman QUICKFIRE

WHAT BOOK HAS about how to manage your a movement initially led INFLUENCED YOU insecurities. I have tested by the big food businesses THE MOST? her theories and I think in America to challenge I don’t really they have helped me, and themselves to do just this. buy into I have encouraged other They aren’t waiting for the theory young women to follow this legislation to drive it; they that there approach. are doing it themselves. Our hospitality and retail are books WHO IS YOUR ROLE MODEL industries in the UK are ane was on the you should WITHIN THIS INDUSTRY? and shouldn’t following suit, and in some leadership team Honor Chapman is a cases to an even higher at Nando’s, before read. I think many business- force in the retail property J help books would be standard. Hopefully there taking on Chairman roles world. She was one of the better as short articles. is going to be an industry- at Flight Club, Turtle Bay first female directors on a wide move towards better However, Eating Big Fish listed company board in and Caravan Restaurants. by Adam Morgan is a environment and Prior to entering the the UK. She is the woman higher welfare great book about building who created the social hospitality sector, she was challenger brands. protein, grading of “abc12” that which will be a director with Braxton I also love inspirational we know now. In a male- fascinating. Associates, the former TED Talks, especially those dominated industry, she did strategic consulting about purpose by the likes incredibly well and was very WHAT division of Deloitte & of Simon Sinek. Amy Cuddy inspirational. QUALITIES ARE THE MOST Touche. Jane also has gave one called Your Body Language May Shape Who WHAT’S THE MOST VALUABLE IN A LEADER? an MBA from Harvard INTERESTING THING You Are and wrote a book Patience is my number one YOU’VE SEEN OR HEARD Business School. on the same subject. She quality, as it’s a massively RECENTLY? writes about how women underrated trait. Purpose can psych themselves up for I’m fascinated by the food is also something I’ve been PATIENCE IS a meeting by learning about industry and the move passionate about, especially MY NUMBER their body language. She’s globally towards producing the whole idea of having a charismatic speaker and sustainable protein both a “why”. Finally, decisiveness ONE QUALITY, I like the way she coaches in terms of animal welfare is crucial. If you are leader, AS IT’S A women who have doubts. and the environment. you’ve got to make calls. MASSIVELY She gives subtle hints The Corporate Ask is UNDERRATED What benefits do you How are you encouraging I’ve also done some work TRAIT. think a more diverse more women into the encouraging women workforce bring to HTL? industry? into investing, which Like many in my position, I do lots of mentoring is how I entered the I want to hire more women. of both men and women. hospitality industry. When you have a board Really, I mentor anyone that’s more balanced, you who is bright and willing; can feel the difference in someone I can add value the way the board functions to. I hold many talks for and decisions are made. girls at universities and For example, Nando’s in schools, mostly talking the UK has had a relatively about the importance of balanced leadership mechanical engineering team which has helped as a degree, which is my its success. training background.

66 Holly Oades Company EAT / Position Chief Customer Officer QUICKFIRE

WHAT and inspiring leader. He has representation to show BOOK HAS a real desire to raise the women that it’s possible INFLUENCED bar in everything to successfully navigate YOU he does and careers and parenthood. empowers others THE MOST? WHAT QUALITIES ARE Recently I to do the same. He starts with THE MOST VALUABLE have enjoyed IN A LEADER? Becoming 100% trust in everyone Number one is authenticity. olly graduated by Michelle It’s crucial to be who Obama and Be More around him from the University and has been a you truly are all the time; of Leeds with a Pirate by Sam Connif there is no need to put H Allende. They share themes brilliant support BA in French and Spanish on a persona at work. A of challenging yourself to to me personally. and spent her early career When he promoted me leader needs integrity to break the established rules. do the right thing. With so at Sainsbury’s in the Connif Allende describes to CCO, he was willing to commercial function. After give me the freedom and much going on right now, how he asks for forgiveness you need to know your six years at Sainsbury’s, rather than permission flexibility to succeed on a part-time basis. values. Drive and energy she joined EAT in 2013 and doesn’t let anyone or are important, coupled with as Head of Marketing anything hold him back. I WHAT’S THE MOST constant ambition to make & Customer Service, think always pushing yourself INTERESTING THING a difference and improve. out of your comfort zone in becoming Chief Customer YOU’VE SEEN OR HEARD Finally, a leader should be that way is good advice. RECENTLY? Officer this year. She a storyteller who can set a is a 2014 Marketing WHO IS YOUR ROLE MODEL Only 6.4% of FTSE 250 vision and define a culture executive directors are that people are inspired to Academy alumnus. WITHIN THIS INDUSTRY? Andrew Walker, our CEO. female, which does not buy into. He’s a decisive, visionary set any kind of precedent. What do you find most There’s not currently enough rewarding in your job? When you’re in a senior position in a smaller What advice would to take responsibility for. business, you can define you give to the next One of my most valuable YOUR CAREER different aspects of it. You generation of women experiences was on The IS A GREAT see and shape everything entering your sector? Marketing Academy’s CYCLE OF that happens, and I have Take control of your own scholarship programme, really enjoyed stretching career and personal which I would recommend CONSTANT into different parts of the development from the to up-and-coming LEARNING organisation. There are a get-go. Invest time in marketeers who want to huge variety of projects, yourself, and though you step up their leadership each with their own can reach out to others for potential. It’s completely challenges and problems support and ideas along free and gives you access to solve, and I have found the way, you need to be to a career coach and the breadth incredibly the one to make it happen mentoring. Though it’s rewarding. because no one else will been five years since I do it for you. Your career did it, the networking is a great cycle of constant and camaraderie from my learning that you need cohort have been the gift that keeps on giving.

67 Rebecca Osman Company Travelopia / Position Group Commercial Director YOU MUST CHALLENGE QUICKFIRE YOURSELF AND BELIEVE WHAT WHAT’S THE MOST BOOK HAS INTERESTING THING THERE’S INFLUENCED YOU’VE SEEN OR HEARD SOMETHING YOU THE RECENTLY? OUT THERE MOST? Marshall Goldsmith’s What The Confidence Got You Here Won’t Get WHEN YOU Code. It was You There, and Nice Girls FEEL YOURSELF written by two journalists, Don’t Get the Corner Office ebecca has spent Katty Kay and Claire by Lois P Frankel PhD. the last seven years GETTING TOO Shipman, who explore the The latter opened my eyes in the travel sector, COMFORTABLE. science behind women’s to certain unconscious things R relationship with confidence. women do, like taking on since leaving BDO where They went to the leading more work very willingly, she was a manager in the I was fortunate to work WNBA team and spoke to that negatively impact how M&A team. In her current with Martin Froggatt who star players there, and even others view you. Another role as Group Commercial is a strong advocate for they had this niggling doubt interesting thing I have Director at Travelopia, the right person to get the that seems to be inherent in witnessed is that if you are she is responsible for job and getting women to women. They did the same taller than a man, they find driving change across push themselves, and he investigation with a men’s it very difficult to talk down certainly did that for me. the company’s global basketball team and the to you since they have players didn’t have the same to look up to you. portfolio, while ensuring How have you seen your issue. You can’t get hung up WHAT QUALITIES ARE sustainable growth company culture change? on it; you must challenge in EBITDA. yourself and believe there’s THE MOST VALUABLE Equality is a hot topic IN A LEADER? of conversation, but you something out there when What are the biggest A leader should be honest, don’t necessarily see a you feel yourself getting too challenges facing women comfortable. open, inspirational, lot of change as a result. in HTL? empathetic and trusting. You often hear “we need WHO IS YOUR ROLE MODEL They shouldn’t tell people I think it is women to bring in more women” WITHIN THIS INDUSTRY? to do things they wouldn’t themselves, especially without anything further Gillian Tans, the former CEO be willing to do themselves the higher up you go. being done. At Travelopia, of booking.com who has just and should empower and There are still sometimes however, we have just stepped down to become challenge their employees prevailing stereotypes hired a female Chief chairman. Her LinkedIn by trusting them to do their that the “leader” is a man, People Officer and several articles about her story jobs without micromanaging. so women must prove other women are in senior have really impressed me. themselves that much positions. It is moving, more. Plus, women in the but it’s very slow in my travel industry often work opinion. Although it is very diligently but often better than some places. don’t put themselves When I worked for BDO, forward and need I was advising a bank on someone to advocate a bar and nightclub chain for them to help them they had lent money to. progress. The opposite The CEO of that company is generally true for men; grabbed my shoulder to sometimes I’ve had to tell physically establish power male colleagues to take over me. a step back and get more information before acting.

68 Patricia Page-Champion Company Hilton / Position Senior Vice President and Global Commercial Director

finding out I was pregnant. I turned it down on the basis that I couldn’t commit 100% to it, switching my QUICKFIRE career trajectory into WHAT BOOK HAS both within and outside our revenue management. INFLUENCED YOU own industry. People are the At that point, I began to THE MOST? most valuable asset see that it was possible to in every business work flexibly. When Hilton Arianna Huffington’s and supporting approached me about a Thrive. She talks the growth of the role, I asked if I could do about how she next generation is so. Even though they’d worked 24/7 critical, which is why atricia has spent never offered this within to make the I mentor a number of individuals, the last 19 years a commercial position Huffington before, they agreed. including people at Hilton, starting Post a success, P ultimately I’ve met at speaking in revenue and sales Today the industry no leading to total burnout, events across many sectors. functions before taking longer requires you to be an experience which Supporting others on on Senior Vice President “on” 24/7, and we have a prompted her to re-evaluate their journeys also gives responsibility within the duty to spread the message the balance in her life. Her you different insights and company. As part of her that everyone can find message has come to life challenges your thinking. SVP role, Patricia directs their place in hospitality. in our business through WHAT QUALITIES ARE the global commercial The fact that even general Thrive@Hilton, our flexible, THE MOST VALUABLE managers can work flexibly channels, where she adaptable approach to IN A LEADER? is a great step forward. workplace wellness. Authenticity. You have to leads a team of more I lead a Women’s Team WHAT’S THE MOST be who you say you are and than 400 people. Member Resource Group INTERESTING THING live the values you preach. across the EMEA region, What attracted you to YOU’VE SEEN OR HEARD It’s crucial to have integrity through which I want to and be honest and open. work in the hospitality RECENTLY? spread that message. Two I’m a glass-half-full person sector? years ago, we held our first I read an article recently in the Harvard Business by nature, and we employ I’ve been working in Women@Hilton conference Review entitled Want to people based on the positive hospitality since 1986! It to mark International Be a Better Manager? Get energy they bring. You can was my dad’s advice that Women’s Day in the UK. a Protégé. It delivers an train skills, but you can’t encouraged me: find a job This year, we expanded important message: we teach the innate passion in you love, since you will be this into an EMEA-wide should all invest in people this business, which is about working for a long time. event with the theme people serving people. The interaction with people #balanceforbetter. Around is the number one most 3,000 Team Members enjoyable part of the job tuned in from 150 locations was born recently, and the We need to help push our for me; before moving into across the region, creating move has simultaneously people to the next level, a corporate role, I covered unparalleled momentum helped him to free up whilst also supporting every position possible and engagement time to spend with his them if they want to take in a hotel, and I love the across EMEA. family, and empowered time out and then get back industry as much today his team – many of whom into work. as I did when I joined. A huge part of the are women – to take on new responsibilities. event’s success was the Describe the hotel sector This reiterates that balance What are the biggest presence of inspirational in three words. challenges facing women speakers from both is for everyone. We also in hotels? within and outside the held practical sessions sector, who helped our to help build confidence HOSPITABLE, So much has changed over Team Members to really and empower our Team the years. When I joined see what’s possible. Members to reach their INNOVATIVE the industry, ‘flexible This included one our full potential. This is crucial working’ wasn’t on anyone’s and FAMILY. General Managers David because often it seems radar at all. I joined with Braithwaite who took the that part of the issue is that the ambition to become a decision to work flexible women can be reluctant General Manager, a role I hours when his daughter to put themselves forward. was offered the day after

69 Rebecca Passmore Company PureGym / Position Chief Operating Officer QUICKFIRE

WHAT the most Humphrey through and BOOK HAS inspirational through. He would never INFLUENCED leader challenge you without YOU THE I’ve ever putting his arm around MOST? worked for. your shoulder to say, “here’s I was given He’s exceptionally how I’ll help you do it”. the book Why bright, extremely strategic, WHAT’S THE MOST We Sleep by and has a way of looking at INTERESTING THING ebecca began her Matthew Walker by an things from different angles YOU’VE SEEN OR HEARD important mentor of mine. which stretches my thinking RECENTLY? professional career like never before. He is I have always been a bit of a PureGym have just raised in retail, starting also a complete cultural R workaholic, and an early riser over £320k for Mental Health in store operations with ambassador throughout existing on very little sleep. UK as part of a national Aldi before moving on the business. We have five I have to say, this book has fundraising event we core values, which he never to TJX and later, Asda. really made me really stop organised. I was amazed by fails to emulate by infusing She entered the fitness and reflect on my lifestyle. It some of the statistics that fun and hard work into all industry in 2017 when she uses science to demonstrate were shared with us; one in we do. I talk to my team how a good night’s sleep four people are affected by became Chief Operating about “high challenge, can make you cleverer, more mental health at some point Officer at PureGym, high support”, which is joining the business at attractive, slimmer, happier, in their life and specifically, healthier and ward off a time of rapid growth. women are almost twice cancer! I now love sleep! as likely to be affected by She is regularly involved anxiety disorders. Thirty WHO IS YOUR ROLE MODEL in panel discussions minutes of exercise three WITHIN THIS INDUSTRY? and mentoring schemes days a week can have to promote diversity My boss, our CEO a significant impact on in the workplace. Humphrey Cobbold is your mental health!

What do you find most rewarding in your job? started in retail, but leading being supported by Seeing people deliver people requires the same affordable and accessible I TRULY BELIEVE their best. I truly believe skills across all sectors. gyms locally to start their THAT EVERYONE that everyone can be a The ability to uncover what journey! Secondly, growth CAN BE A HIGH high performer, it’s just a strengths people have and in the way technology matter of finding out their slot them into the roles supports members with PERFORMER motivation, coaching them that work best for them their fitness journey. along the way and directing doesn’t change. Whether that be using them when needed. technology to support People get out of bed in What do you hope the exercise in-club and using the morning wanting to leisure industry will look the same technology to do a good job, and they like in 5 years? work out at home, or the want to get home and For the fitness industry way members track their think they’ve earnt their specifically, I hope for two workouts and results over wage. The biggest thing areas of growth. Firstly, time which provides focus for me is pulling together growth in the penetration and momentum. It already a high-performing, highly of the UK population exists today and will motivated team who truly working out. More people become part of a seamless believe they’re delivering getting fit and healthy, in-club and at home fitness to the highest standard. I journey in the future.

70 Helen Phillips Company Odeon Cinemas / Position Operations Director UK and Ireland QUICKFIRE

WHAT my career path. When I approach, but most BOOK HAS decided to leave many years significantly, she was very INFLUENCED later, I sent a note to Alison brave. When Claire took over YOU THE MOST? Horner, CEO of Tesco Asia. as MD, the hyper market She wrote back a lovely format was suffering, which Emotional message that said something was not just a UK problem Intelligence by like “you were leading the but a global one Daniel Goleman. way we wanted everyone too. Claire’s About fifteen years ago to lead, you were just approach elen joined while I was still a junior store doing it a number of years to this was manager at Tesco, I was ODEON in 2019 before everyone else got brilliant, she pulled into a team by my from the retail there”. It just goes to show engaged and H boss, who had ambitious sector, where she held how important emotional influenced the a number of roles at goals for the company. He intelligence really is. CEO and Executive asked us all to read the book Committee, got everyone Tesco. She was latterly WHO IS YOUR ROLE and it really struck a chord onboard with her vision and Customer Service MODEL ACROSS ANY OF with me because it talked strategy and made some Director, having previously THE SECTORS YOU HAVE about how EQ was just as bold decisions. been Store Director – important as IQ. At the time, WORKED IN? Extra. Helen also sits Tesco was quite a masculine Claire Peters, who is now WHAT’S THE MOST in a non-executive environment, and no one the Managing Director at MEMORABLE THING YOU’VE capacity on the Customer ever showed any emotion. Woolworths in Australia. SEEN OR HEARD RECENTLY? Committee of housing I read the book and suddenly She was my boss at Tesco I had the opportunity to fly realised that my emotional association LiveWest. when I was a store manager, over the Grand Canyon and side could play to my and we worked together Hoover Dam in a helicopter. strength in the workplace. later in my career. She was It was unforgettable, What career advice It taught me to always bring a truly authentic leader. She especially when we landed would you give your my best self to work and was people-focused and right in the middle of younger self? connect with people along consistent in her leadership the Canyon. Don’t be afraid of failure. Learn from it and move on. When I was younger, your time wisely. Often importantly, I would tell my the same people, you will I used to fret a lot about people are too focused younger self to stop being always arrive at the same whether I was doing my on what they are doing, so serious! Having fun conclusions. A diverse job well. If you’re worried rather than how they are along the way is a big part mix of individuals helps about it, just be very doing it. I look back now of the journey. a business to grow ideas up front about asking and whilst I have great faster and more creatively. for feedback. I would relationships with people What benefits do you Diversity is also crucial from add that networking is who have supported me, think a more diverse a role model perspective. also important. Always I think I could have built workforce bring to How can anyone connect remember to invest my network quicker. Most your sector? with a company if they It’s important to have a cannot see themselves MOST IMPORTANTLY, I WOULD balance of different skills at the executive table? and perspectives within It allows development on TELL MY YOUNGER SELF TO STOP a business so that you a larger scale if employees BEING SO SERIOUS! HAVING FUN end up with a range of know that if they work hard thinkers around the table. and aim high, they can end ALONG THE WAY IS A BIG PART OF up in a leadership position. THE JOURNEY. If you always work with

71 Clair Preston-Beer Company Costa Coffee / Position Managing Director, MENA and SEAI

What attracted you to work in the [WOMEN] NEED TO BE PROUD hospitality sector? OF THEIR STRENGTHS RATHER If you get your energy from THAN BEING FRIGHTENED being with people, it’s a great place to be. I knew TO FIT INTO A PRE-EXISTING I would enjoy working in CULTURE an industry where I could combine my abilities to Describe your sector in three words. connect with people and think intelligently about business strategy. Over the EXCITING, REWARDING lair started her last twenty years as I’ve and FUN. career at Boots moved into hospitality, I’ve pharmacy as a watched great people work C to build great teams. I get graduate trainee and a buzz out of seeing the moved to Costa Coffee people I’ve coached and in 2003. During this time, nurtured move through QUICKFIRE she held a variety of their careers. It’s this blend WHAT who’s actively chosen to roles, including Retail of helping people fulfil BOOK HAS broaden their skills and take Development Manager, their potential, delivering INFLUENCED on interesting challenges to move into the commercial Global Head of Brands, business results and YOU THE space. She is a wonderful Regional Operations growing brands that has MOST? Simon example of someone to look Director and Chief kept me in hospitality to when we doubt if we’re Operating Officer, before for so long. Sinek’s Start With Why. It’s qualified to do a role. I love becoming Managing all about inspiring people that the sector gave her the Director of Costa. Clair What are the biggest opportunity to do that. challenges facing women to want to follow you and also holds a BA Hons in hospitality? believe in an organisation. WHAT’S THE MOST in Modern History from When you consider our INTERESTING THING Oxford University. Having the confidence to be industry, it’s all about people YOU’VE SEEN OR HEARD a voice around the senior and how you can make a RECENTLY? tables. Women tend to difference through them, KFC and Beyond Meat lead in a different way from so this book helps you think just trialled their vegan men. I think that’s a positive, through how to do that. chicken nuggets at a store but they need to be proud WHO IS YOUR ROLE MODEL in Atlanta, Georgia. They of their strengths rather WITHIN THE INDUSTRY? sold the equivalent of a than being frightened week’s popcorn chicken to fit into a pre-existing Alison Brittain, CEO of Whitbread. She has the in under five hours. Who culture. Furthermore, there would’ve thought we’d see is no doubt that if women wonderful ability to connect with teams at all levels, from the day KFC would launch an choose to have a family, baristas on the shop floor to unbelievably tasty chicken- they will face the challenge the investors she manages, substitute everyone would of balancing that with their and she is savvy in business. rave about? I imagine this job. What struck me at Alison is a good example will drive growth in our Costa, which is true of many of someone sector that no one saw businesses, was the 50/50 who came coming twenty workforce on the storefront, from outside years ago. Every but total ratio changes the industry time I hear that at more senior levels. equipped with hospitality is When we dug deeper, we great skills to dying, I think of discovered that women push it forward. our evolution to don’t have the confidence Maria Horn, acting CEO of meet increasingly different to step up to leadership Nando’s, is another great consumer needs. It’s up to us to think about what they will roles while balancing a model. I worked with her want to eat in the future, and family. We need to work when she was HR Director at Costa, so she’s someone how their manner of getting hard to teach people that it will change. you can do both.

72 Célia Pronto Company Casual Dining Group / Position Chief Customer and Digital Officer

people you’re surrounded by. I also believe it’s a sector which lends itself to women. We obviously need QUICKFIRE to talk more about growing WHAT WHO IS YOUR ROLE MODEL the pipeline of female BOOK HAS WITHIN THIS INDUSTRY? talent, but the sector taps INFLUENCED into women’s inherent Steve Richards, former CEO YOU THE of CDG. He’s built very sociability, emotional MOST? intelligence and ability successful businesses and I liked Good to teams across the sector and to work collaboratively. Great because holds a lot by his hands-off it’s a lesson in longevity, management philosophy. élia has a What do you think the while Sheryl Sandberg’s He sets a strategy and a industry will look like background in Lean In also reinforced a vision, hires great people in 5 years? both blue-chip lot of beliefs. I particularly and then leaves them to C I think we’ll see more enjoyed Screw Work Let’s get on with it. He leaves companies and start-ups automation in discreet Play by John Williams, which you feeling empowered across a variety of sectors ways. The sector is is about how to have fun at and has personally been including retail, travel, fundamentally people- work and find your passion. very supportive to me. hospitality, technology driven, so although I’m currently reading How to He believes that culture and ecommerce. we won’t see robotic Have a Good Day by former is something alive within Célia worked for automation across the McKinsey partner Caroline a business rather than InterContinental Hotels board, I think we will Webb. She realised that the a set of values on paper. Group, STA Travel, and see manual processes psychology of happiness He encourages people becoming automated to was her true passion and to work together while Ford. She holds an MBA has now written this book remaining competitive, improve efficiency. For in Strategic Marketing on how to reframe your which fosters an environment example, I can see us from the University of mindset to have a good day, where different personalities Hull. Currently, she is also having better connectivity even when you have to work come together to deliver between the Internet a non-executive director with difficult people or have business goals. of Things, such as difficult conversations. at South East Water UK. communication between fridges, stock control and What attracted you to perishable products. As work in the HTL sector? a result, the people we Describe HTL in three words. Having worked in a range do have in businesses of sectors across travel, will be more focused CHALLENGING, hospitality and leisure, I on building rapport and can honestly say that this delivering great customer DYNAMIC and EXCITING. industry really does have experiences. The skillsets the friendliest people. It required to succeed in tends to attract sociable the industry will evolve people, which makes it a away from pure functional compelling space to work expertise and towards in. We all know it can be a the ability to deliver challenging environment an engaging customer commercially, but you experience. certainly have fun doing the hard work because of the

THE [HTL] SECTOR TAPS INTO WOMEN’S INHERENT SOCIABILITY, EMOTIONAL INTELLIGENCE AND ABILITY TO WORK COLLABORATIVELY.

73 Amanda Roche-Kelly Company Just Eat / Position Managing Director, Ireland

What attracted you to matter what gender you to enjoy feeling content in work in the HTL sector? identify with. I’ve done their current role. The leap It’s an industry that’s a lot of mentoring in my into the unknown can be innovative, fast-paced, and life, and my main piece of daunting, especially exciting. I started out in advice to women would be without good mentors. sales, and I’ve found that to be deliberate. You need But I always say ask for no matter what industry I’m to decide for yourself what more. In this industry, in, I enjoy the excitement you want to become and you can’t be passive, or of selling. There are so make decisions to get you you just won’t be heard. many amazing brands out there. I find that sometimes Embrace the unknown! there that really attracted women are more inclined me, and I wanted to sell manda is the their story. This industry Managing Director is all about people; I love for Just Eat in the fact that I’ve made a A career out of it, but I’m Ireland. She has a BA Hons in Marketing and also an active customer in Business studies and the industry. You see the an extensive portfolio changes in the people around you, and then drive of sales and business that influence through the development roles. Prior company. to Just Eat, Amanda spent six years as Regional Sales What are the biggest Manager at Bewleys and challenges facing worked as the National women in HTL? Describe HTL in three words. Sales Manager for Just Our sector is all about Eat in Dublin. answering customer needs INNOVATIVE, FAST-PACED and promoting consumer engagement. It doesn’t, and EXCITING. and therefore shouldn’t, EMBRACE QUICKFIRE THE UNKNOWN! WHAT BOOK HAS WHO IS YOUR ROLE MODEL recently did a report with EY INFLUENCED YOU WITHIN THIS INDUSTRY? and found that the value of THE MOST? Cathriona Hallahan, the the online takeaway industry Lately, Becoming Managing Director of in Ireland is comparable by Michelle Microsoft in Ireland. This to the automotive and Obama has year we were both part of telephone industries! I enjoy really inspired an interview session with the fact we sell an occasion me. I think what NewsTalk. She comes from and experience more than really struck me a humble background, just food. Seven years ago, throughout was growing up as one of eleven I was in a very stable job the ineffable children. Looking at where at a very respectable power of education, and she’s taken Microsoft as a company, but seeing how crucial it is that every brand in Ireland is amazing. the whole story child is treated equally. I see behind a simple that we need to empower WHAT’S THE MOST delivery, I found our children to do great INTERESTING THING myself dreadfully things. I was lucky enough YOU’VE SEEN OR HEARD excited by the to see her speak in Paris; she RECENTLY? desire to improve the was the book personified. The size of the takeaway experience for every facet market is incredible. We of Just Eat’s service.

74 Describe your company Eleni Savva in three words. Company Elior / Position UK Chief Financial Officer DYNAMIC, HUMBLE QUICKFIRE and REAL.

WHO IS YOUR ROLE MODEL unparalleled, to strive for, WITHIN THIS INDUSTRY? from signing creating that Someone who had a huge me up to futuristic impact on my early career the senior vision, listens was a man called Richard development as well as Cribb. He was my boss after programme directs but is my training at British Gas. to offering mindful of the He pushed me completely me countless importance of people lina has beyond my boundaries into opportunities to build my and customers, as they are a role that was perhaps skills. It was Paul who put me at the heart of everything a background forward for the CFO role at we do in business. in financial much too senior for my E capabilities. Nevertheless, Harris and Hoole. In addition, a leader, management, working needs to be inspiring he always believed in me. WHAT QUALITIES ARE within the likes of British and tenacious and have When I moved on to Tesco, THE MOST VALUABLE an embedded strong set Gas, BHS and Tesco. Paul Fearn really helped me IN A LEADER? She is responsible of values such as integrity, to develop as an individual A good leader is someone for leading finance, and leader. The professional passion, empathy, honesty who gives their team a sense and commitment. procurement, IT and legal support he gave me was of purpose; something management at Elior.

What challenge have you I also had to understand to men. I’ve been in many We need to remember learned the most from in the key dynamics impacting situations where I’ve been if our name is on the list your career? our business model, the only woman at the to a meeting it means I think that my role as CFO all during the advent of executive table but never someone wants to listen. for Harris + Hoole in the digital, which was taking felt intimated. Self-belief joint venture with Taylor off across industries and is important, because we Street Baristas and Tesco suddenly became a huge have just as much to offer. challenged me the most. priority. It was tough, The project was a blank but it really helped me sheet of paper, and I had develop as an individual to create a finance team and finance leader. from scratch. Essentially, we were building a high street What advice would you brand, and it was a very give to women aspiring aspirational mission that to be finance directors grew at a high speed. I sat or CFOs? on the board, responsible From a functional for developing the finance perspective, breadth of functions from all ends, knowledge is important, from steward to value as you need to understand creator. Not only did I how many different have to consider the future areas of the business trajectory of the business, work. The CFO role is also evolving with the digital world, so I think SELF-BELIEF anyone who comes into IS IMPORTANT, it needs to be excited by the new technology. BECAUSE WE From a women-specific HAVE JUST perspective, I am very AS MUCH passionate about how we TO OFFER. perceive ourselves relative

75 Karin Sheppard Company IHG / Position Managing Director, Europe

that we play a meaningful role in people’s lives. Our responsibility varies from giving comfort to out-of- QUICKFIRE sorts businesspeople to WHAT the sector. At IHG, we have delighting those spending BOOK HAS just pledged to completely precious time with loved INFLUENCED abandon single-use ones during holidays or YOU THE bathroom miniatures and weddings. We support MOST? move to bulk-size amenities local communities, bringing Daring by mid-2021 across all them together and Greatly by brands. The response has providing employment. Brené Brown. She did been phenomenal, and arin has been In certain markets, having over a decade of research we’ve received countless a job in a hotel is a great emails from guests thanking with IHG since into vulnerability before privilege and it’s wonderful us. It feels like a tipping 2004, where concluding that the ability K that we can support that to be vulnerable unlocks point. When the climate she started in Sales richness in the industry. fabulous things in how you change protests took place and Marketing before connect with people. It takes in London this summer, joining the Executive What benefits do you courage, but it is essential businesses came out team. In her current think a more diverse for authentic leadership. This applauding their efforts role, she is accountable workforce bring to struck such a chord with me rather than condemning the hotels? that I gave copies to leaders movement as disruptive. for developing market Elsewhere in strategy for the European It’s proven that more across the business. I wanted to help them understand Europe, division, managing diverse management students teams drive better that by disclosing more of seven hundred hotels yourself, you create more protest performance. When it across 39 countries. trusting connections with every single comes to recruitment, the She is also a member colleagues and teams. Friday. It’s an of the IHG Regional next generation expects to interesting time: work in inclusive cultures: WHAT’S THE MOST as a company we Senior Leadership a third of millennials who INTERESTING THING need to move faster on our Team for EMEA. left their jobs did so for YOU’VE SEEN OR HEARD future, as we can’t attract a more inclusive culture, RECENTLY? the next generation unless What attracted you to and two thirds think about I’m amazed by the pace we support their demands work in the HTL sector? diversity when choosing at which sustainability has for more responsible After spending several their workplace. This is become a priority across organisations. years in various sales and compelling evidence that marketing roles in the if we want young people to IT industry, I started to join the industry, we must re-evaluate my career. I be focused on Diversity wanted to combine my and Inclusion. In hotels personal passions with specifically, we need more my job. I had always female GMs so that the enjoyed travel and cultural hotel leadership reflects interaction, having lived in those they’re leading and different parts of the world, hosting. With the current and I was intrigued by the talent shortage, we need idea of selling experiences to cast the net as wide over products. When I think as we can. about the industry, I realise WHEN I THINK ABOUT THE INDUSTRY, WE PLAY A MEANINGFUL ROLE IN PEOPLE’S LIVES.

76 Sapna Sood Company Compass Group / Position Executive Director, International Clients and Market Developments QUICKFIRE

WHAT BOOK HAS our planet. I think this is our products were used, INFLUENCED more than just a trend, and I remember that we were YOU THE MOST? it goes far beyond climate building better houses and I loved Winning change. We need to look at on a wider level, housing from Within by the wider social focus and gives people dignity. The Erica Fox. It ask ourselves food business is no different. talks about the what We always huge impact companies think about efore entering that leaders have on can do for who we are society, as well as what is the future feeding, and the hospitality of mankind. that process sector, Sapna was required of the leaders of B tomorrow. Are we is important President and CEO of offering our because food the Philippines division WHAT’S THE MOST employees offers people a at LarfageHolcim. Before INTERESTING THING fulfilling certain level of this, she led the global YOU’VE SEEN OR HEARD careers? How can we provide respect and helium operation for RECENTLY? them with interesting comfort. More companies opportunities, so that they are thinking in this way now, Asia-Pacific at The Linde Many industries are examining the impact that can impact broader society and rightly so. Group. At Compass, and attract new talent from companies should have WHAT QUALITIES ARE she sits on the executive on wider society as they outside the organisation? board and oversees THE MOST VALUABLE become more powerful. On a personal level, IN A LEADER? international clients and I sit on the board of I often think about the Integrity and authenticity, market development. Kering, whose CEO was fact that I used to work in which both bring credibility. She is also non-executive recently at G7 taking about the cement and concrete director and chairs the sustainability, climate business at LafargeHolcim. Sustainability Committee change and the future of When I consider where at Kering.

What career advice would you give your WE NEED TO LOOK AT THE younger self? WIDER SOCIAL FOCUS AND ASK I would tell her that OURSELVES WHAT COMPANIES CAN if a position comes DO FOR THE FUTURE OF MANKIND. along unexpectedly, she should let go of her career, there were many completely and coming preconceptions of what opportunities to relocate. to join Compass was a career path “should” On the face of it, these never my career plan. look like. Opportunities never seemed attractive come your way, and in when I considered factors If you weren’t doing almost every case, they such as moving my family this job, what would are so much more than or my comfort zone, but you be doing? what they initially seem to once I made each move, It was very important be. Every job offers a new I experienced huge to me that I worked in experience, an opportunity personal growth and learnt an international business, to learn and a future a lot from other cultures but I was very open career path that may be and styles of working. to what that looked like. nothing like you imagined. My own career path is I think that I had the One should always be very interesting because United Nations in mind, flexible both from a role I trained as an engineer or perhaps an NGO. perspective, as well as and then spent almost a global perspective. twenty years in heavy When I was very young industry. Leaving the sector and just starting my

77 Describe your business Sara Stark in three words. Company Dishoom / Position Head of Marketing and Creative BIG-HEARTED, FIRST-CLASS QUICKFIRE and BARMY.

WHAT BOOK HAS WHO IS YOUR ROLE MODEL WHAT’S THE MOST INFLUENCED WITHIN THE INDUSTRY? INTERESTING THING YOU THE I have loads of respect YOU’VE SEEN OR HEARD MOST? for Natalia Ribbe, RECENTLY? Finance isn’t co-founder CEOs of FTSE 100 my favourite of Ladies of companies are topic, but it’s Restaurants. more likely to be an important She’s bringing called Stephen than ara oversaw brand one to get your head people together be a woman. around. I’m so glad that I to create support and creative at WHAT QUALITIES ARE Cancer Research read a book called Love networks and solve problems S Is Not Enough: A Smart that might prevent them THE MOST VALUABLE before joining Dishoom Woman’s Guide to Money in choosing or staying in a IN A LEADER? in 2011. She has led my early twenties; it’s helped career in a hospitality. Empathy, openness the marketing and me to make some good and humility. creative division decisions over the years. since 2016, leading a variety of projects What do you find most managed to tell our stories What benefits do you throughout her time rewarding in your job? through a cookery book, think a more diverse there. Sara is a modern a vinyl LP and an immersive workforce bring to languages graduate, I’ve been at Dishoom for almost a decade now. It’s theatre show, amongst hospitality? with a background been an incredible journey many other things. We At Dishoom, we really in copywriting and and I’m proud of everything do lots of events, which care about breaking down public relations. we’ve achieved. Our seven break down barriers barriers and bringing restaurants are beautiful, by joyfully celebrating people together. We welcoming, lively places different cultures in a want everyone to feel to dine, and we’ve also cool way. We take over welcome, guests and Dinerama in Shoreditch team alike. This means for our Diwali and Eid diversity is a natural and events, and recently a essential part of our team pop-up restaurant-cum- and we absolutely love stage at Lost Village with celebrating our differences. an amazing line-up of For example, we hold South Asian DJs. Through a team Iftar every year our charity partners Magic during Ramadan where Breakfast and Akshaya team members of any faith Patra, we’ve provided can break fast together seven million meals to kids at sundown, which builds who would have otherwise massive understanding and gone hungry. compassion between us all.

WE’VE PROVIDED SEVEN MILLION MEALS TO KIDS WHO WOULD HAVE OTHERWISE GONE HUNGRY.

78 Julie Swanston Company Merlin Entertainments / Position Senior Creative Director, Resort Theme Parks QUICKFIRE

WHAT WHAT’S THE MOST BOOK HAS INTERESTING THING INFLUENCED YOU’VE SEEN OR HEARD YOU THE RECENTLY? MOST? I recently went to Mamma Sticky Mia! The Party at the O2, Wisdom: which left me completely How to Start a Creative mesmerised. It’s amazing ulie has a predominantly media background, Revolution at Work by Dave that a band that were having joined Merlin from the BBC after spending Allan. It explains how we’re popular in the seventies has nine years working at UKTV in their marketing and hard wired to head to our been able to reinvent itself J go-to places for problem to the point it has become commissioning departments. In her current role, she solving, but then gives a a household name across works across all six Merlin theme parks, where she is really practical guide to help the generations. ABBA responsible for creating new attractions to drive growth. direct our brains to new has turned their music into ways of thinking, which, of a successful film franchise, What are the biggest between the hours of course, is crucial in any kind but this was on a different challenges facing 9am and 5pm! I was able of creative role. level. Customers women in HTL? to work from home on pay a large WHO IS YOUR ROLE my little boy’s first day sum of money One big challenge is MODEL WITHIN THE of school this year, which (the cheapest upward progression. ENTERTAINMENT ticket is Women in this industry was important to me. INDUSTRY? currently about need to find ways to My role model would What advice would you £150) to have explore how they can be Cary Wakefield, who give to women hoping dinner while grasp opportunities to was formerly the Head of to enter your sector? actors sing and dance flourish, while (usually) Marketing, Research and around them in a wholly also being the main carer I’d say that it’s crucial to Audiences for the BBC. immersive experience. at home. Women want to be open to opportunities, She is an incredible force I’m really impressed at how occupy senior positions, which means being agile of nature who taught me well the brand has looked which I believe can only be and creative in your own that there is ALWAYS a way at the trends and reacted, achieved through flexible mind. And be eternally to keep forging ahead, changing the shape of the working. I am fortunate positive; a simple mind shift and to never take no for story and bringing it to life that Merlin has a positive from “oh no” to “what if?” an answer, or even worse, for a customer that demands approach to this, and makes all the difference. give up. Thanks to her, I am experience over product. their cooperation means A great woman in TV once now massively motivated by I also love Secret Cinema. I can always get the job taught me to see the cracks nay-sayers and hell-bent on It has broken the boundaries done properly – just not in the wall, rather than the proving them wrong! of the possible in location- necessarily at my desk bricks. She was someone based entertainment. who would get lots of A SIMPLE MIND energy from breaking down huge walls because SHIFT FROM she could always see “OH NO” TO where the opportunities “WHAT IF?” lay. There’s always a way through a challenge, and MAKES ALL THE it can be great fun finding DIFFERENCE. a way to do just that.

79 Danielle Tanton Company Viacom / Position Location Based Experiences Licensing Director, UK, Northern and Eastern Europe.

BE PASSIONATE AND DON’T LET ANYTHING HOLD YOU BACK... YOUR CONTRIBUTION IS EQUALLY AS VALUABLE AS ANYONE ELSE IN THE ROOM.

anielle has a range What challenge have of experience you learned the most D within the from in your career? QUICKFIRE entertainment sector. Many theme parks are She has worked for family-run businesses WHAT attractions should constantly Global Radio, LeeFest which often have fixed BOOK HAS strive to incorporate ‘the and HIT Entertainment ideas about how they INFLUENCED next big thing’ in technology since graduating from the should be run. This YOU THE innovation. It argued that it’s makes creating immersive possible to build on what’s University of Leeds with MOST? experiences within the I found been done previously and a BA in Fine Art. Danielle theme parks, using brands still achieve exciting results. is passionate about Creativity, Inc.: with fixed style guides and Overcoming the Many theme parks use strategic development, working practices, more Unseen Forces That Stand in mechanical robots, lights contract negotiation, challenging. I’ve learnt that the Way of True Inspiration and sound, which is still one brand management being able to negotiate by Edwin Catmull and of the best ways to create an and creative production. a compromise to find the Amy Wallace to be a very immersive experience. right balance between stimulating read. The book WHAT QUALITIES ARE What do you find most two differing sets of needs explores some of the hurdles THE MOST VALUABLE rewarding in your job? is crucial to achieving that Pixar had to overcome IN A LEADER? during the production of Toy Seeing visitors’ faces light success in this industry. It’s important for a leader Story 2, and it is a refreshing to be focused, with a clear up when the brands I’m reminder that obstacles working on come to life What advice would understanding of how you give to the next don’t always have to stop and where they want their as tangible immersive you achieving great results. experiences. Having generation of women business to grow. A good recently started in my role, entering your sector? WHAT’S THE MOST leader takes on board others’ I’m excited to now be Be passionate and don’t INTERESTING THING opinions and hires people that they know will increase working on some of the let anything hold you back. YOU’VE SEEN OR HEARD a team’s overall knowledge biggest kids’ franchises The theme park industry RECENTLY? and skillsets. in the world, including is quite male dominated I read an article challenging SpongeBob SquarePants, and networking events the notion that theme park Paw Patrol and the Teenage orientated to that, but it’s Mutant Ninja Turtles. important to remember that the point of these events is to meet new people and share ideas. Your contribution is equally as valuable as anyone else's in the room.

Describe your sector in three words. ENERGETIC, DYNAMIC and FORWARD-THINKING.

80 Rebecca Thomson Foley Company Celebrity Cruises / Position Associate Vice President, Entertainment QUICKFIRE

WHAT story which I’m reading to up with the nonstop modern BOOK HAS my seven-year-old son, workplace, and I recently INFLUENCED who could not believe realised that this is the YOU THE MOST? that some children are same across all industries. Malala Yousafzai’s not able to go to school. Everyone must be flexible, autobiography, I I felt it was important agile and disruptive: am Malala. What to teach him about the complacency is mediocrity. she and other disadvantages many girls face. WHAT QUALITIES ARE ecky is currently girls went through THE MOST VALUABLE Associate Vice in Pakistan truly WHAT’S THE MOST IN A LEADER? President with inspired me as a woman INTERESTING THING You can only be a good B and as a mother. I have had YOU’VE SEEN OR HEARD responsibility for leader if you elevate the pleasure of working entertainment at Celebrity RECENTLY? the people around you with her and she really is Our chairman and CEO, to be their best selves. Cruises, a role she has the humblest person; there held since 2016 having Richard Fain, who told us Empowerment is key, was no one I would have that acceleration is key and as is listening, even if previously been Director rather been in a room with future success depends on you can’t always give of Entertainment. Earlier at the time. There is also speed. He implored us to ask the exact answer. in her career, Becky was a children’s book about her ourselves if we could keep responsible for leading entertainment and activities programmes If you weren’t doing on board ships. this job, what would you be doing? What career advice My old answer to this would you give your was a talk show host! younger self? About four years ago, Be bold, work hard, be nice however, I was mentoring and be kind. The further young professionals and I’ve got in my career, the realised my true dream more I’ve realised that job: a confidence coach these values are important, for women, to guide and I believe I’ve passed them along the way them on. When I see in both their personal people I worked with ten and professional lives. years ago, I love to see that they too have carried this What benefits do you mantra with them. Earlier think a more diverse model, and though a BE BOLD, WORK in my career, like many workforce bring to HTL? lack of someone who women, I often doubted looks or sounds like you HARD, BE NICE Everybody should be able doesn’t mean you can’t myself. Nevertheless, to look and say, “I can AND BE KIND you have to be bold and be successful, you’re more do it too”. Everyone likely to believe in yourself stay kind no matter what needs a mentor or a role comes your way. if you feel represented.

81 Nicola Underhill Company Hilton / Position General Manager, St George’s Park QUICKFIRE

WHAT BOOK HAS destinations you want to you’re from. He pushes a INFLUENCED stop at, the speed you want drive called Thrive, which YOU THE MOST? to go, just as you would as is all about having a better the driver of a bus. There’s The Energy Bus work life balance. The a poignant truth to this by Jon Gordon. perception from outside image. Some people think It’s a novel the industry is that we work that success falls on your lap, that has one to death, but however this book teaches of the clearest that’s not true. us that everyone has the icola has worked yet most powerful Chris has six potential for anything if they messages I’ve seen, so much daughters, within the hotel want it enough and take so that we’ve decided to and you can sector for many control of their bus. N use it for a training module see that they years, having spent her early career at at Hilton! It takes a simple WHO IS YOUR ROLE MODEL drive him metaphor – a man driving WITHIN THIS INDUSTRY? to create an Bewley’s before moving the bus of his life – but the industry that has to Macdonald Hotels Chris Nassetta, CEO and simplicity is what drives its President of Hilton. He’s opportunities for everyone. and then eventually potential to inspire. You are someone who promotes a It’s not just his mindset, joining the Hilton team. the one in control of your powerful message across the but everyone else’s that In her current role, she life, what direction it goes company: balance for better. are also important to him; oversees the St. George’s in, the people you let on It’s all about creating diverse he wants everyone at Hilton Park hotel, home it with you for the ride, the workplaces, no matter where to embrace his message. to many sports teams and corporate clients. and watching them grow. Recently, a member of our What do you find most team was struggling with rewarding in your job? self-doubt, having been I absolutely adore offered a promotional identifying the talent within position to Hilton York my organisation. We have as deputy manager. I 282 team members at encouraged her and Hilton St Georges Park, she went for the job and and I love working with succeeded. I will always be them every single day. grateful to be part of every It’s such a huge cohort team member’s journey. of different people from different ages and What challenge have backgrounds, and it’s so you learned the most rewarding, coaching them from in your career? Women tend to suffer from self-doubt; we over-analyse I REALISED and question everything. THAT I DIDN’T This is certainly something NEED TO DOUBT I’ve experienced myself. MYSELF AND I When I was interviewed over to answer questions lesson from it. Having been for this role, I was nervous before the interviewer offered the job, I realised SHOULD HAVE because I assumed that had finished asking them, that I didn’t need to doubt HAD MORE since this is an iconic hotel because I wanted to prove myself and I should have CONFIDENCE owned by the Football I was worthy of being had more confidence Association, the role would there. This reflected in in my ability to succeed. IN MY ABILITY go to a male applicant. the feedback I received, I think that applies to TO SUCCEED I found myself tripping and I learned a valuable a lot of other women too.

82 Mary Walsh Company Eurostar / Position Communications Director QUICKFIRE

WHAT BOOK HAS WHO IS YOUR WHAT’S THE MOST INFLUENCED YOU ROLE MODEL? INTERESTING THING THE MOST? Mary Robinson and YOU’VE SEEN OR HEARD The Bluest Eye by Mary McAleese. RECENTLY? Toni Morrison. I love Both were President The importance of learning Toni Morrison’s books of Ireland and had languages is something because they help a hugely positive we really need to address you to look at the impact on Irish here in the UK, especially efore joining world from a very society, politics and in the current climate. It’s Eurostar, Mary different perspective the peace process. the soft power perspective spent a number and, in this case, to I come from an Irish that interests me. I think B challenge the conventional background, so they that being multilingual of years working in the perceptions of beauty have particularly speaks to a certain financial services sector and the profoundly interested me. openness and cultural with Lloyd’s Bank. Moving negative impact that these They are both understanding from her Director of entrenched perceptions extremely that is critical and Corporate Relations role can have. impressive I see the benefits to her current function at individuals of this first-hand Eurostar, Mary spearheads and fantastic at Eurostar. the communications female role models. division of the company.

What attracted you to which aims to offer an work in the travel sector? experience to customers. When I got the call for From a communications, Eurostar, I was initially product and people attracted to the consumer- perspective that’s very facing dimension, as a interesting. It demands travel company has a creativity, imagination and very direct impact on the lateral thinking and you lives of customers. I had always need to be asking done a lot of work in the yourself how you can consumer space previously communicate your offering and the additional so that consumers buy European perspective into it. It’s a very dynamic really appealed to me. sector and is often a good Most importantly, HTL is barometer for the state about striving to offer more of the economy as leisure What challenge have dimensions so that I can than just a product. I loved travel is discretionary and you learned the most help the business navigate the idea of working for a the appetite for it is a from in your career? to where it needs get to. big brand like Eurostar useful gauge of consumer Working for Eurostar has At Eurostar, this becomes confidence. always been challenging very important when we because of the extensive look at launching a new IT’S THE SOFT POWER network of people that route as that requires us to we interact with across have a good grasp of the PERSPECTIVE THAT INTERESTS borders on a daily basis. political and stakeholder ME... THE IMPORTANCE OF It is a complex landscape environment and build LEARNING LANGUAGES IS and over the years relationships quickly. I’ve gained a strong SOMETHING WE REALLY NEED understanding of how to TO ADDRESS HERE IN THE UK manage these different

83 Debra Ward Company Camm & Hooper / Position Managing Director QUICKFIRE

WHAT WHO IS YOUR ROLE MODEL WHAT’S THE MOST BOOK HAS WITHIN THIS INDUSTRY? INTERESTING THING INFLUENCED My dad ran restaurants YOU’VE SEEN OR HEARD YOU THE and bars and he was the RECENTLY? MOST? most inspirational leader. He The Chicago Tylenol Gung Ho! taught me everything about tampering scandal is a big by Ken the power of teams, having interest of mine. When they Blanchard, which has three a vision, never standing had their products tampered ow Managing key points. It talks about still and working hard. with and had to recall all of Director of Camm the way of the beaver, the There are a lot of people them, it cost them millions. & Hooper, Debra spirit of the squirrel and the who have come and gone Instead of covering it up and N gift of the goose. It’s about whom I have admired. In calling it an isolated incident, has been a MD for establishing worthwhile work terms of companies, I also they took it head on and the a range of companies, and finding each person’s love McDonalds and will CEO held a press conference including Condeco and worth within themselves, always love it. They were taking full Mace Macro. She was whilst giving people some true pioneers on so many responsibility. named 2014 Woman of autonomy to get on and levels. They got you to They then Achievement by Women achieve their goals. Finally, place your own order, developed in the City and one it’s about cheering people collect your own food, a tamper- of the top ten people on, not just when they have clean up after yourself, proof bottle reached their goal but at pay for the privilege and and made in Facilities Management every accomplishment along then come back and do it available to by RICS. the way. I read it twenty it all over again. They are millions of people around years ago and it completely a global leader in scale the world. It just shows changed my leadership and it’s truly outstanding. what can be done when style. It’s so powerful; I read you take accountability it probably once a year for your actions. and I give it to every one of my leaders.

What career advice If you weren't doing would you give to your this job, what would younger self? you be doing? Work hard and be brave. I wanted to be a doctor at Bravery is about being one point because I always willing to take the hit wanted to help people, but because no matter how my dad talked me out of it bad it is, there is always on a beach in Venezuela. a solution. Keep reading He thought I was too and educating yourself. creative, which was not Malcolm X said that necessarily a trait a surgeon knowledge is power, my should have. You don’t grandmother said that to invent a new way to knowledge is never wasted perform an appendectomy. and at Camm & Hooper, I have no regrets about we say that every day is a my job and entering the school day. The last thing hospitality industry, as I is to remember it takes a get to be a part of making village. It’s the team that people’s visions come true. gets us to where we need Putting on events is turning to be. As a leader, you’re people’s dreams into a only as good as your team. reality. At Camm & Hooper in particular, we don’t put on events; we curate iconic experiences and I love it!

84 Louisa Watson Company Wyboston Lakes Resort / Position Marketing Director QUICKFIRE

WHAT old school BOOK HAS and a total INFLUENCED hospitality YOU man through THE MOST? and through. Tribes by Seth I’ve learned a Godin. He huge amount from him. talks about people as WHAT’S THE MOST ouisa has worked with the strapline! I went a tribe, rather than target INTERESTING THING in the sector for the on to work with mobile markets, and analyses how YOU’VE SEEN OR HEARD last two decades, phones as they were first they behave and react from RECENTLY? L emerging in the market. a marketing perspective. leading marketing and PR I recently did quite a lot I think it’s interesting to operations within multiple I then did something quite of research on the next different in the packaging understand where human businesses. At Wyboston generation. The changing industry which was a total behaviour stems from, and Lakes, she focuses on B2C consumer needs are B2B environment. In 1997, how you can engage and incredible; it really showed and B2B marketing in the I moved into health, fitness promote certain behaviours me that we’ve got a lot to UK and internationally. and spas, and finally hotels. that are inherent in some but do, thinking about how to not others. Another great attract these bright young read is The Small Big by Bob What attracted you to What do you hope the people into the sector. I work in the HTL sector? Cialdini, Steve Martin and think millennials are often HTL industry will look Noah Goldstein. It’s really I like people and I like like in 5 years? misunderstood by the older inspiring, highlighting that generation. They are referred demanding, ever-changing Based entirely around small changes can spark big environments, and I've to as “snowflakes” or seen consumer experience. differences. as people who don’t commit always found that HTL Some of the best hotels has been the sector to WHO IS YOUR ROLE MODEL and don’t work hard. They are incredibly focused on just work differently and provide that. I’ve been WITHIN THIS INDUSTRY? the whole experience. have different aspirations; in all sorts of sectors. My From pre-booking and Mark Jones, our Deputy Chairman. I’ve worked they require different things first proper job was at Vax, booking, to staying and from their job and lifestyle. where I worked on their leaving, everything has with him for fifteen years now, both as a consultant They’re incredibly creative ad campaign for vacuum got to be perfect. and dynamic and have a lot cleaners, I even came up and as an employee. His background in hospitality to offer the sector. is amazing. He’s part of the

I THINK IT’S INTERESTING TO UNDERSTAND WHERE HUMAN BEHAVIOUR STEMS FROM, AND HOW YOU CAN ENGAGE AND PROMOTE CERTAIN BEHAVIOURS

85 Carol Welch Company Odeon / Position Managing Director UK&I

YOU NEED FIRE IN YOUR BELLY AND ENOUGH CONFIDENCE TO MAKE MISTAKES AND LEARN FROM THEM.

aving started her How are you encouraging career at Boots more women into the H UK, Carol has industry? QUICKFIRE since worked in several Odeon’s “Our Incredible global companies Differences” initiative WHAT and whether codes and including Cadbury, promotes diversity across BOOK HAS networks prevent you Costa Coffee and Jordan’s the organisation. Initially INFLUENCED from getting top jobs if Dorset Ryvita. She joined we’ve focused on gender YOU THE you come from a working- with great success. We class background. The ODEON to lead its UK MOST? gave high potential female Being insights on how background and Ireland business in team members a mentor affects confidence seemed 2017, and has also been in cinema, to discuss what they found I can’t not mention applicable to diversity a non-executive director hard at work and to give films! Three are close to my in general. Coming from at retail property business them more confidence. heart: Schnidler’s List, The a working-class background, Hammerson since 2019. We’ve benefited through Help and Adrift, which are it made me reflect on Carol has a BA Hons increasingly rich debates all book adaptations. I love my journey and whether about customer experience them because they’re based I have any unconscious bias in Business Studies. myself. It raised questions and a greater number of on true stories about people in my mind that I had not successful internal female who achieved amazing What do you find most considered so deeply before, rewarding in your job? candidates for senior things against the odds. There is so much inspiration and far we still have to travel. Giving teams ambitious roles. Often inclusivity is in that, to help others and WHAT QUALITIES ARE goals and watching the product of the little things that make up a create positive things. If I THE MOST VALUABLE them achieve what they had to give a book, it would IN A LEADER? didn’t think was possible. culture rather than one thing you can reapply. be Bounce by Matthew A leader It’s fantastic when I ask Syed, which shares similar Diversity is about creating should be extraordinary things of themes of overcoming the right environment and inspirational, individuals or teams, watch obstacles. curious and their eyes widen, then see as a leader, you can create WHAT’S THE MOST resilient. You them grow by working signals to the business. INTERESTING THING need fire in through the challenge. At Our HRD was appointed YOU’VE SEEN OR HEARD your belly Odeon, our teams include as she left to have a baby, and we’ll support her RECENTLY? and enough 16-year-olds starting confidence out, right up to senior when she’s ready to come Amol Rajan’s BBC2 back. I always go to our programme How to Break to make mistakes and learn management, so there are from them. Your period development programmes into the Elite. plenty of opportunities to of business leadership is to talk about my career, It looked give people the space to at class relatively short, therefore it’s grow. Being part of that warts and all. It’s humbling important to create a legacy to hear people saying and social process is the best part of mobility, of talent that will take your my job. they’ve been inspired by business vision forward. your stories. It’s crucial that women hear these stories about how you’ve become more resilient due to what you’ve overcome, as so much is about confidence and self-belief.

86 Describe HTL in three words. Janet Wigley REWARDING, Company Compass Group / Position Business Development Director VIBRANT and QUICKFIRE INSPIRING.

reminds me difficult it was to break to not take life through. Her food is also too seriously unbelievably good! while giving me food for WHAT QUALITIES ARE thought. One THE MOST VALUABLE of my favourite IN A LEADER? quotations is Tenacity and bravery. WHAT Fully listening when having anet has been part BOOK HAS INFLUENCED “some people know how to get on top of a conversation with someone of Compass Group YOU THE MOST? their burdens and turn them and engaging 100% in that Jsince 1998, starting Bounce by Matthew Syed. into platforms”. moment. It’s wonderful as an Assistant Catering He argues that success to be proud when you Manager in South requires 10,000 hours of WHO IS YOUR ROLE MODEL achieve something, but a WITHIN THIS INDUSTRY? Africa. She later joined focused practice, so no great leader is humble in one can rely on talent Compass UK and Ireland, Chef Angela Hartnett. celebration and defeat. alone. Ashleigh Brilliant’s She has shown incredible Another great quality is where she worked in Appreciate Me Now, determination in such getting excited about what strategy and operations and Avoid the Rush, a a male-dominated we do and being able to before moving into compilation of postcards environment, though transfer that energy to business development. pairing pithy sayings and she never comes across our teams. In her current role, she images, is another book that as resentful about how is responsible for growth in the new business sector of the company. How have you seen your in IT, legal, sales, HR and company culture change? finance functions, and IT’S What attracted you to In the last two years, a most importantly for me, WONDERFUL work in the HTL sector? lot has changed around MD roles. Cultural change TO BE PROUD I’ve always enjoyed using positive language comes with physical change anticipating what people and emphasis on female and work still needs to be WHEN YOU need, especially when progression based on done on the perception of ACHIEVE it comes to food, and I talent. I joined Compass what constitutes a great SOMETHING, love the buzz I get from Group a few years after leader. Right now, too delivering hospitality. finishing my studies with a many women with strong BUT A GREAT Great food and service view to be on the executive opinions are perceived as LEADER IS gives genuine joy to board one day, but I “bossy” or “aggressive” HUMBLE IN people. I can’t bear people couldn’t see a clear path to whilst men with the needing something and it, especially when I looked same traits are admired. CELEBRATION not being able to get it at senior operational or I have hope that these AND DEFEAT. or find the right person to Managing Director roles. perceptions are changing, ask. I’m passionate about Since then, and especially and great female leaders food, so the combination in recent years, we’ve seen are progressing as well as of that and service within incredible, inspirational their male counterparts. HTL made it the perfect women being appointed fit for me.

87 Mary Willcock Company The Restaurant Group / Position Managing Director, Pub Restaurant Division/Brunning and Price

ary has had a varied career within the pub industry. She is M currently leading the pub and restaurant division of The Restaurant Group and prior to this ran the Slug and Lettuce as Managing Director. She holds an MA in Geography from the University of Edinburgh.

What do you find most Anyone in the food-service base is diverse, so it rewarding in your job? industry can work their would be bizarre if our FOR SOMETHING In a world that can be quite way up from the bottom, workforce did not reflect TO HAPPEN YOU grim, I love that my job because EQ is far more that. Diversity is beneficial FIRST NEED TO focuses on getting people valued than IQ here. for the workplace, together and away from because it allows different BELIEVE IT’S their phones in quite a What benefits do you management styles and POSSIBLE community-spirited way. think a more diverse perspectives to be added I’m delighted to be part of workforce brings to to the company. that, because at the end your sector? time you see a female of the day, I come away Over the course of my How are you encouraging or minority individual in from my job feeling that career, I’ve historically more women into the a position of leadership we’ve helped make life at worked in executive roles industry? it reinforces the fact it’s least a little better for some where often I’m one of My catchphrase has always possible. This is the kind people. I also think it’s very few women at the been “for something to of representation that great to work in an industry table. Nevertheless, I’ve happen you first need to businesses must strive where no one judges you noticed that this dynamic believe it’s possible”, so towards daily until it based on qualifications. is shifting. Our customer I tend to think that any becomes the new normal. QUICKFIRE

WHAT WHO IS YOUR on merit and BOOK HAS ROLE MODEL pushed you to INFLUENCED WITHIN THE the front if you YOU THE INDUSTRY? were doing MOST? Ian Payne came well. I wouldn’t This is Going into Laurel when be where I am to Hurt: I was in my twenties, today without his Secret Diaries and he was an leadership. of a Junior Doctor by inspiration to me as a young WHAT QUALITIES ARE MOST Adam Kay. It simultaneously woman entering the sector. VALUABLE IN A LEADER? reminded me that my He loves pubs. He spends Empathy, energy and “bad days” at work are time in them rather than integrity, as well as not not a patch on some other managing them from afar, taking oneself too seriously. peoples’, and what a mess and he taught me a lot about we are making of our the business. He was one of beloved NHS. those people that operated

88 Describe HTL in three words. Liz Williams MAKING Company Papa John’s / Position UK Managing Director PEOPLE QUICKFIRE SMILE.

WHO IS YOUR ROLE MODEL Motel Diner. It’s very stores and restaurants. Not WITHIN THIS INDUSTRY? clever, as it updates the only does this allow you to Nick Jones, the founder roadside experience of understand the reality of and CEO of Soho House. previous establishments the teams’ work and how it They’ve brought a new level like Little Chef. can be improved, but it also provides you with candid of attention to detail across WHAT QUALITIES ARE customer interaction that can the entire restaurant and THE MOST VALUABLE result in great ideas. Before hotel experience in a very IN A LEADER? I implement any strategies, iz has been in cool way. They’ve moved A leader should talk and with the times to ensure their I make sure I hold forums the restaurant listen to both their customers with, and ask questions and quick-service guest experience is second- and their teams. L to-none. to my team members sector for 20 years, and I’ve worked in dealing with these real-life Though organisations of has occupied Managing it’s a customers on a day-to-day Director and CEO roles vastly different basis. Agility is also key: high-end sizes – from across established and concept, we’ve been focusing on The Real Greek releasing new products to start-up brands. She has I like that to Pizza Hut they’ve get buzz back into the brand, spent the last year at – but in all which is definitely paying Papa John’s, where she started to of them I’ve make their off in the current climate of is responsible for planning taken the time to rapid change. unique touch accessible work ‘undercover’ in real strategy and creating to all budgets with Mollie’s a long-term vision for the UK business. Prior to this, she worked for Yum!, The the experience I gained we need a mix of shops Real Greek and Loch Fyne. taught me more about the as well as restaurants in industry than four years our town centres. I hope What attracted you to in education could have technology continues to work in the HTL sector? done. Since I started on be used responsibly and Ultimately, it’s a people the ground this has given in moderation: it’s fantastic industry. People usually me a huge insight to how that we can dig deeper into go out to eat with family the entire business works our customer base to make and friends, so we’re giving me empathy towards brand interaction more contributing to a fun all levels. This has also tailored, but interaction experience. I enjoy talking helped me to tell my story with people in restaurants to people, so top that with and encourage others to needs to remain part my huge passion for food develop themselves within of the experience. meant that food service the industry and shoot for was the way forward for the stars! me! I was fortunate enough I ENJOY to go to restaurants with What do you hope the my parents as a child and HTL industry will look TALKING TO that must have been where like in 5 years? PEOPLE, SO TOP my passion to work in such Now is a challenging a fun industry started. I time, after the boom THAT WITH MY started off studying hotel of casual dining in the HUGE PASSION management at university 2000s. My concern is the FOR FOOD while waitressing part-time disappearance of retail at Pizza Hut. While working in the high street and the MEANT THAT there I was scouted to knock-on effect that has on FOOD SERVICE do management training our industry. I would like WAS THE WAY with them and decided to to see more strategies in leave university to pursue place to encourage people FORWARD it. Looking back, I think back to the high street, as FOR ME!

89 Heather Wood Company IHG / Position SVP Group Financial Controller & Investor Relations

them to stay longer. When we reflected back on the Describe hospitality experience, we learnt that in three words we could certainly have managed this better. I GROWTH, personally learnt a huge amount: dealing with WELCOMING, FAMILY. the emotional side of organisational changes; being ready to admit mistakes on a timely basis and taking decisive QUICKFIRE fter graduating action; the importance of open and honest with a BSc WHAT BOOK HAS WHAT QUALITIES ARE communications; and the in Geography INFLUENCED YOU THE MOST VALUABLE A importance of being visible THE MOST? IN A LEADER? from the University as a leader through the of Manchester, Heather There is a brilliant My top five are as tough times. book called Sink, follows, and for the began her career in Float or Swim avoidance of doubt, professional services What advice would that explores the I strive for these but in with KPMG. Shortly you give to the next content of the no way suggest I have after, she became Head generation of women course in more them nailed! of Investor Relations at entering your sector? detail, covering 1. Taking the long-term Kingfisher, before joining There was a point earlier in mindset, nutrition view, and the ability to IHG 12 years ago. Since my career when I was about and movement. inspire a team behind six months pregnant and As I have recently stepped a vision. then, she has worked at up into a broader leadership the perfect next role for 2. Clarity and decisiveness: VP and SVP level in the role, it has been a fantastic me was coming available setting a clear direction finance function. resource to dip back into due to a resignation. I and making timely decisions. when I have felt the balance had convinced myself it What challenge have tipping or started to feel like 3. Knowing when to be there: you learned the most was unfortunate timing I may be sinking rather than giving the team space to from in your career? and said “maybe next swimming! I’ve found the learn, grow and flourish, but time”. However, after tools around mindset shift being there at the right times A few years ago, we were talking things through when they need support. making some changes the most useful – avoiding with my support network low performance self-talk within the Finance function 4. Empathy: the ability to put outside the organisation, and using visualisation at IHG - setting up a Centre yourself in someone else’s I built up the confidence techniques. shoes and see things from of Excellence to provide to stick my hand up for different angles. analytics and decision WHAT’S THE MOST the role. IHG was brilliant 5. Finally, above all, helping support globally from one in working out a plan to INTERESTING THING YOU’VE SEEN OR HEARD to build a culture and an consolidated centre. During make it possible for me to that process it became RECENTLY? environment where people return from maternity leave can be themselves and be very clear that part of the It was actually something into that role. There is a at their best, is key. I bring centralisation was going I came across in a weekly huge amount of research a lot of myself to work, but to be extremely difficult newspaper my son receives. out there that women are respect those who prefer There is an animal, called a to achieve, despite all the more likely to self-select to be more private. I enjoy tardigrade, that can survive background work done to out of opportunities due some good banter but in outer space as well as on assess the feasibility. We recognise where others may to a perceived gap in their earth. My son and I had a needed to change course, not. It is so important to experience to do the role, really interesting discussion admit mistakes and find support a safe environment or other hurdles. Please on the back of it about the alternative options. This where everyone can be don’t do that! importance of adaptability involved some difficult themselves and know their and resilience - something conversations with voice will be heard. that is important for all of us colleagues who we had as women in hospitality. previously given notice to, for example asking

90 Describe HTL Emma Woods in three words. Company wagamama / Position CEO FAST, FUN QUICKFIRE and FRIENDLY.

WHAT of the few brands that has admire Ann Elliott, who has BOOK HAS been around for many years spent the last fifteen years INFLUENCED globally is a testament to the championing women in YOU THE leadership he provided. the sector by bringing us MOST? WHO IS YOUR ROLE MODEL together at conferences and Onward by WITHIN THIS INDUSTRY? congratulating us when we achieve something special. Howard Schultz, I’m been fortunate to She is a cheerleader for the founder of have worked recently with women in food and drink, mma studied Starbucks. It three brilliant women: Experimental describes how he stepped Jane Holbrook and because it’s something she Psychology at Oxford down but went back into the Debbie Hewitt at truly believes in. E company as CEO when the University before joining wagamama, and WHAT QUALITIES business was struggling. As Unilever, where she held a Penny Hughes ARE THE MOST part of his efforts to inspire number of marketing roles. at The Gym VALUABLE his workforce, he took a She joined PizzaExpress Group. After IN A LEADER? group to New Orleans to many years in 2008 as Marketing aid clean-up efforts after working for Vision, drive, Director, before becoming Hurricane Katrina. You charismatic men, conscientiousness, Group Marketing and really see the power of the combination authenticity and Digital Director at Merlin. someone who holds a sense of all three has stuck the ability to pull teams In addition to her current of purpose behind their with me as they exemplify together. A good leader CEO role at wagamama, business and tries to diffuse that there are different recognises that businesses should exist for a purpose, she is a Non‑Executive that across the team. The ways to lead and they fact that Starbucks is one are all authentic. I also not just for profit. Director at The Gym Group.

What attracted you to What do you hope the work in the HTL sector? HTL industry will look During my time at Unilever, like in 5 years? my family would go to Pizza I hope that bright students Express every Friday, but will still consider their when I got a call asking if options and say, “I can I was interested in being have an interesting career their Marketing Director, in this sector”. Historically, I said no. When I reflected you could go into larger upon what I would want businesses to get good to do to develop a dining training and I hope the experience that was playing bigger companies can such an important part in continue to develop that my family’s life, I suddenly reputation. I’m starting to realised how much I had to go into sixth forms to open say about the space. I had students’ eyes to the world no idea I was even going of work and how interesting to consider hospitality, let hospitality is. It’s a small alone fall in love. I am very step, but my hope is that as interested in nutrition, so a collective industry we can it feels like a privilege to make bright young people shape what people eat in feel like this is an exciting the context of important place to work. family moments at wagamama.

91 Meeta Zakharia Company McDonald’s / Position UK HR Manager

so varied and stimulating. As a business, we are evolving at pace and I enjoy supporting our QUICKFIRE Franchisees on that path WHAT BOOK HAS WHAT QUALITIES ARE of change. INFLUENCED YOU THE MOST VALUABLE THE MOST? IN A LEADER? What challenge have you learned the most The HR Change Authenticity, someone who Toolkit by Lucy from in your career? doesn’t take themselves Adams. too seriously and a good I have been fortunate balance between being a WHO IS YOUR to benefit from many visionary and also able to ROLE MODEL eeta joined secondment opportunities drive functional change. WITHIN THIS INDUSTRY? McDonald’s in in my career, each of which 2011 and has brought fresh challenges. Harriet Hounsell, outgoing M Implementing a new talent Chief People Officer since held a number of software platform to help at McDonald’s. HR roles, including across drive transparency and employer reputation and build career planning engagement, talent and was a challenge, as it inclusion. Prior to joining required cross functional McDonald’s, she worked collaboration and a large as a Paralegal. Meeta also change management holds a BA in Economics approach. I learnt the from Kingston University. importance of articulating the ‘why’ and having What do you find most ambassadors across the rewarding in your job? business who will champion I am in awe of the scale your intent and clear the of our business and the path to help adoption of impact that we are able a new platform. to make to over 129,000 employees everyday! For What advice would many, McDonald’s is the you give to the next first experience of the generation of women world of work and we have entering your sector? the ability to change lives Be brave, be curious and and give the opportunity be a leader, even in junior to develop lifelong skills roles where you may lack to our people. My role as positional power. HR Manager for the UK is

Describe HTL in three words. CUSTOMER, CUSTOMER, CUSTOMER!

92 Zia Zareem-Slade Company Fortnum & Mason / Position Customer Experience Director

I can’t count the number of times that someone has Describe your business told me they still remember in three words. their first trip to Fortnum’s. That nostalgia of JOYFUL, BOLD and tucking into tea and a Knickerbocker Glory sticks EXTRAORDINARY. forever – that’s powerful brand building. Hospitality and being hospitable is such a core part of our DNA; fundamental to the QUICKFIRE efore joining experience we deliver at Fortnum’s. Be it shopping Fortnum & Mason, WHO IS YOUR ROLE WHAT’S in the confectionery Zia worked MODEL WITHIN THE THE MOST B department, enjoying fresh WIDER CONSUMER INTERESTING in consulting at EMC, pasta from the food hall or INDUSTRY? THING YOU’VE and was also Head of having an amazing dinner My remit at Fortnum’s is SEEN OR HEARD Online at Selfridges. in one of our restaurants so varied so there are a lot RECENTLY? She was shortlisted or bars, it’s the experience of people who I admire I’ve been reading under Walpole’s 50 that we offer that keeps but Paula Fitzherbert a pre-release of Most Influential People people coming through has to be up there for me. The Whole Fish Cookbook in British Luxury and our doors. Brilliant, creative, kind by an Australian chef called Code Hospitality’s and generous - she’s very Josh Niland. He is obsessed 100 Most Influential What benefits do you special. From a restaurant with treating fish with the perspective, I continue to same reverence as meat Women in Hospitality. think a more diverse workforce bring to learn the most from my – nose to tail, sourcing, She completed her hospitality? colleague Simon Thompson. butchery, dry‑aging and degree in the US, at He is our Director of Retail curing. He will totally Really, we should all the University of North and Hospitality and it’s great transform what we think be focused on finding working alongside him. about and how we eat fish. Carolina at Chapel Hill. brilliant people to do extraordinary things for What interests you the brand, in doing that, about the restaurant we’re fortunate enough What do you think the people they love. As and hospitality sector? that the natural outcome the industry will look much as we spend a lot I’m deeply interested is a diverse workforce. like in 5 years? of our time glued to our in how brands (of any Our chairman is female, I think HTL is going through phones and emails, there industry) make people and our executive board a great moment because is no doubt that everyone feel. I love that Fortnum is 4:3 in terms of gender people are moving craves conviviality and the & Mason has a unique and we have over sixty away from conspicuous opportunity to break bread ability to create memories nationalities represented. consumption and realising with each other. Demand and connect with people. I’m extremely proud that that owning more “stuff” for restaurants is still there, It manifests in many ways, diversity in our company is not what makes them and the chance to enjoy whether that’s a product is the genuine outcome happy or what is good for great, well-sourced food like our Hampers, or in of finding the best people the planet. More people in a beautifully presented terms of an experience for the job. The benefits are opting for experiences, environment that makes such as Afternoon Tea or of a diverse workforce are knowledge and time with people feel at ease will enjoying an outstanding endless. Not only does never go away. table side flambé as part it make the company of your dining experience. a more interesting place to work but different and new perspectives encourage greater quality of thought, creativity and problem solving.

93 Baiba Ziga Company Carnival UK / Position Shore Resourcing Consultant

FOCUSING ON THE LITTLE, EVERYDAY Describe HTL THINGS in three words. HAS BEEN SOMETHING SCRATCHING NEW AND THE SURFACE. REWARDING.

n her current role, How are you encouraging Baiba sources talent more women into the I from across the industry? QUICKFIRE industry and has worked We go into local schools with brands such as P&O and universities to WHAT BOOK HAS WHAT’S THE MOST Cruises, Cunard and educate students on INFLUENCED YOU INTERESTING THING Princess. Prior to this, she opportunities in the HTL THE MOST? YOU’VE SEEN OR HEARD worked for companies sector. We especially try I read Lean In by Sheryl RECENTLY? to encourage younger such as Wonder Women Sandberg probably five years Lately, I have been indulged girls interested in STEM ago, however it still one of in some yoga and mind- Tech Foundation, BNI subjects to continue Global and Enterprise my most eye opening reads. mastery studies. One of the down that path into higher It inspired me to find my key take-aways for me has Rent-a-car. She also holds education. We also work voice, work hard and not to been mastering selflessness a BSc in Management with local and national be afraid to claim that seat through offering help without in Entrepreneurship. charities to help young at the table. More recently, expecting anything back. people from disadvantaged I read The Joy of Simply collecting “brownie What do you find most backgrounds find Work by Bruce points” and expecting to rewarding in your job? confidence to aspire higher. Daisley which “cash them in” one day Since I joined the company was a great creates disappointment Internally, we have been just over a year ago, reminder rather than joyous working hard on refreshing of the moments along the I’ve been a key player in our flexible working policy. importance way. Focusing on the making some important I strongly believe that D&I of loving little, everyday things changes to the candidate cannot be a recruitment your work. has been something and employee journey initiative; everyone needs new and rewarding. with us. I’ve found Carnival to take accountability in UK to be very receptive to building the future talent change, and that is also pipeline. When we recruit, important to me. It has we look beyond the hard been very rewarding seeing skills and qualifications, the fantastic progress we’ve and are more concerned made from a diversity, with aptitude, behaviours inclusion and belonging and values. We always try perspective. Of course, keep our opportunities there is still more work open to everyone. to do, but it has been great to play a part in this vision and contribute to bringing everyone on the same journey.

94 Elina Zois Company Marriott International / Position Director, Loyalty Marketing and CRM Europe QUICKFIRE

WHO IS YOUR Amy knew the fine details and older people. I even ROLE MODEL but never deviated from read an article about a WITHIN THE carrying out her vision. She sixteen-year-old who started INDUSTRY? quadrupled our European their own company. I find My previous rooms in five years as a this trend so interesting as I boss, now VP result. Every milestone don’t know where it will lead Sales and seemed out of reach, but she us in twenty years’ time. I’m Distribution pushed the team to make it not sure these entrepreneurs lina began her at Marriott, was a big role happen. With Arne, though are building their companies model for me as he has you might not completely with a planned exit strategy career at Epicor understand his vision as they have in the past: Software as a senior such a big heart. He had the E innate ability to interact with at the beginning, they are passionate, consultant. Since then, people and make them feel he steers the focused and want she has driven customer at ease, speaking to them ship strongly to continue relationship management as a friend even if they’d in a direction growing. and loyalty programmes just met. He fosters those that creates This shift in several roles, working connections very quickly internal has certainly excitement. disrupted the for clients such as but is always genuine in doing so. This comes into This travel industry. Burberry, Footlocker and abundance Away Luggage, for Sketchers. Following this, play in his management style, where he puts his of opportunities example, was started Elina became director team at the forefront. It is the professional by two women and has of Loyalty Marketing goes without saying that environment everyone made a significant market and CRM with Marriott he’s results-driven, but he dreams of. impact in just four years. These women are taking International Inc. She equally focuses on nurturing WHAT’S THE MOST over the world with the his team. INTERESTING THING holds an MBA in Strategy backing of investors, while YOU’VE SEEN OR HEARD and Leadership. Vision is also quality that’s other companies follow suit RECENTLY? inspirational to me, as well to make a real dent in the What do you find most as the ability to execute it. I’m very interested in traditional manufacturers. rewarding in your job? I’ve seen that in two of my start-up culture and The innovation comes from bosses: Amy McPherson, Being part of a family entrepreneurship. We see a unique mix of product and who was Group President within Marriott that so many start-ups being marketing, and I’m excited of Europe, and our current founded not only by recent wants to innovate and to see where that leads. CEO Arne Sorenson. graduates, but also younger be at the forefront of the changes happening in the industry. That creates What do you hope the see vast differences in and a smoother check‑in an environment of huge hospitality industry will airlines as they follow suit process. Even though optimism and creativity, look like in 5 years? to move away from the old- hotels are striving for that allowing you to do things in I think the industry will be fashioned systems blocking ideal, we certainly haven’t a different way from before. more consolidated. I see their innovation. I also think achieved it yet; but I can Within my role, I handle a a trend already within our we’ll see more up-to-date see a foundation across lot of great partnerships, company, and in other products and a more all hotel companies to get both within the travel competitors. Hospitality elevated personalised there as quickly as possible. sector and the sports and companies and hotels service. I hope to see us lifestyle spaces. This adds are leading the way for move towards a frictionless nuances to my role, which other travel businesses. experience, with faster really excites me. With that in mind, we’ll and easier websites,

Describe hospitality in three words. ENERGETIC, INNOVATIVE, CHANGING.

95 About About WiH2020 The MBS Group WiH2020 is the most influential For over 30 years, The MBS Group has collaboration platform of leaders across been a leading sector-specialist executive the Hospitality, Travel and Leisure sector search firm advising all consumer‑facing and is devoted to increasing women’s industries, with a particular focus representation and diversity as a whole on the Hospitality, Travel and Leisure in leadership positions across the sectors. Clients consider us to be the HTL sector. We believe that through partner of choice when searching for collaboration we can amplify the impact critical leadership roles that make of individual diversity initiatives, together a difference. We work at board level we can have a bigger, louder voice and on executive positions across all for the good of the industry. functions of strategic importance.

For more information, please visit: For more information, visit www.wih2020.com www.thembsgroup.co.uk

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