Lisa Crocker - General Manager at Newcastle's Staybridge Suites
Since opening in 2009 the Hotel has forged an enviable reputation for customer service and regularly attained number one status on TripAdvisor as the best in the City. In this interview she spoke to Michael Grahamslaw about her career and forthcoming plans.
Tell us about your career path so far.
It would be fair to say that I was born with hospitality in my veins as my father was a hotelier and my mother also worked in Hotels. When moving to the North East I even lived in the George at Chollerford for a spell when I was five years old.
I did a degree in Business Management and Hospitality and joined Marriott as a graduate. Here I enjoyed spells at their Gosforth Park and Metrocentre Hotels before being headhunted to join David Lloyd Leisure where I was one of their youngest ever managers. I then took a sales role with the privately owned McKever Hotels who had two serviced apartments in the City. I eventually ended up managing four of their sites including one in Gretna which hosted over 400 weddings a year.
I joined Staybridge in 2010 and have been delighted to have been here ever since. During my time here I also chaired the North East Hoteliers Association for three years which was a great honour.
Tell us about your team.
It would be fair to say we are one big family and it is a joy to come into work everyday as we have such tremendous fun! We have a team of 38 of which 10 have been here since opening. I love to develop people and the longevity of our team is something I am very proud of as it is unusual within the hospitality sector.
What are the unique features of Staybridge Suites?
100% our team who ensure every resident gets a unique experience. We hold evening socials every Monday, Tuesday and Wednesday which allows every guest to enjoy free food and drink and meet other people. This is hugely popular.
We have also just completed a £1.8 million pound modernisation project which has included refurbishment of all of the bedrooms.
As well as being number one in the City on Trip Advisor for the past 12 years we regularly achieve the highest marks in the IHG ratings which is a testimony to the tremendous people who work here.
What are you currently working on?
After the recent refurbishment we have ramped up our marketing to make the local corporate market aware of the work we have done.
In addition we are continually striving to improve the standards and service levels of our team.
How does Staybridge engage with the local community and support local businesses?
We get involved with local litter picks via NE1 and also donated furniture from our refurbishment to homeless charities. In addition, we regularly host charity socials and support the fantastic Newcastle Dog and Cat Shelter.
What recommendations would you give for making the most from a stay at the hotel?
Sample one of the regular socials and spend time with our brilliant team. We also have an enviable location to explore all that the wonderful Quayside and Ouseburn areas have to offer.
What is your biggest challenge?
Maintaining and improving our service standards and retaining our position within the City on TripAdvisor.
What is the best advice you could give to anyone looking to work within the industry?
Be yourself and understand this can be a great career with so many varied roles available. With so much training on offer you have the opportunity to progress very quickly.
Who are your Heroes and Mentors?
My father and also the late hotelier Damon Roberts who was a lovely man and inspiration. He is much missed within our industry and we always toast his memory at our Hotel Association events.
What is the best piece of business advice you have been given?
Be yourself and try your best at all times.
How do you like to unwind?
Naturally spending time with friends and family. A new passion is running and I’ve just completed my first Great North Run. I also enjoy horseriding and Olympic weightlifting. All great ways to destress.
newcastle.staybridge.com