EMMA THOMPSON General Manager, Hotel Indigo Newcast
Did you always envisage a career in the Hotel Industry?
Yes. I love hospitality and always have. Family holidays, meals out and evenings in a good bar are among my favourite things to do! Who wouldn’t want to work in the industry that brings that level of joy to people? I believe that once you have entered the world of travel and tourism you have a career for life. There are so many different areas to experience and learn from and no two days are the same. I couldn’t see myself doing anything else!
Describe your career path thus far?
I began my hotel career at the Jury’s Inn (which at the time was the biggest hotel in the city) as a receptionist. I worked there for nine years, across all departments including five years in finance. I gained so much of my operational knowledge from there and the team of people I worked with genuinely did become like family to me. It might sound like a cliché but that’s what happens in hospitality! After my time at the Jury’s Inn I got a job as Reception Manager at the County Hotel and was Operations Manager by the time I left. The next step in my career took me to the Crowne Plaza Newcastle as Front Office Manager where I was part of the opening team. This was where I really fell in love with IHG. The structure of the company, their standards and the importance of delivering an exceptional quality of service is ultimately why I knew the role I am in today at Hotel Indigo Newcastle was right for me. Upon leaving the Crowne Plaza I moved to Staybridge Suites Newcastle as Operations Manager for Cycas Hospitality. During my time at Staybridge Suites, I was seconded to Holiday Inn and Staybridge Suites London Stratford to give operational support to their new General Manager and my career as a GM with Cycas Hospitality has seen me manage various properties in London and Manchester before I found my way back up north to Hotel Indigo Newcastle!
What are the biggest challenges you have faced so far?
Without a doubt the Covid-19 pandemic has been the biggest challenge I have faced. It was something none of us had ever experienced, we were all learning together and the impact it had on the hospitality industry was catastrophic. It introduced a never-before-seen recruitment crisis within the industry, and it has been exceptionally difficult to get staffing back up to pre-pandemic levels. Coming into a new property, during a turbulent time for the industry was a big challenge.
What do you hope to bring to your new role?
I have always tried to lead from the front and be visible as a General Manager. I feel as though I have an approachable management style and often draw upon past experiences I have had with other General Managers to help navigate my current role. My aim is to provide structure and consistency for my new team and to make sure my management style is adapting in an ever-changing industry.
Tell us about your team?
My team are brilliant, we have some truly fantastic characters! They are all incredibly hard working and deliver genuine Geordie hospitality! It has been a tough couple of years for everyone but particularly for those who work in hospitality. We have a lot of new starters, people who have never worked in the industry before as well as those with years of experience and it has been great to see how our more experienced colleagues are really supporting and guiding the newer team members. I know before long, alongside the easing of all restrictions, we’ll be operating like a well-oiled machine!
What is Hotel Indigo’s greatest asset?
There is something special about all Hotel Indigo’s and all their individual neighbourhood stories but what makes ours particularly special is the team! I have a genuinely brilliant team and the hotel would not be what it is today without them. We are coming out of a difficult time and whilst the industry is slowly recovering, I can see the hotel exceeding standards every day. We have had some amazing feedback over the last few months and that is down to everyone who works here.
What are you currently working on?
My main focus at the minute is getting the operational side of the hotel back to pre-pandemic normality or rather the ‘new normal’. It is such an exciting opportunity for me and for the team and I’m thrilled to be a part of it. First and foremost, we are working on a big recruitment drive aiming to attract the best talent in the city to join our team. Before long we are hoping to have a full team of brilliant individuals who are passionate about providing exceptional service and excellent guest experiences.
Is there a mantra you aspire to do business by?
A mantra that is always in the forefront of my mind is ‘Lead from the front’. I believe that you won’t get a better result so long as you’re showing leadership. Being visible, active, supportive, expressing a clear vision and showing confidence and determination is key.
Who are your Heroes and Mentors?
I don’t have any heroes or mentors as such. I have however, been privileged enough to work with some amazing people over the years. One that springs to mind is John Wagner, the co-founder of Cycas Hospitality. He is up there with being one of the most inspirational leaders throughout my career and it is his approach to how important the team around you are that really resonates with me. He believed if you look after your employees, they look after your business. If you ask me, there isn’t a truer statement.
How do you like to unwind?
Because I spend all day in the city, I love nothing more than escaping to the countryside. Being surrounded by the amazing greenery Northumberland has to offer really helps me unwind and relax after a busy week. It also provides the perfect back drop for spending quality time with my kids and dogs!