The Post: Duty Manager and Bar and Restaurant Supervisor, AC Hotel by Marriott, Belfast
The Post Holder: Laura Skillen
A love of hospitality inspired Laura Skillen to turn a part-time role into a full-time career.
Give a brief outline of your career to date.
I am a Bar and Restaurant Supervisor as well as a Duty Manager at AC Hotel by Marriott Belfast, incorporating Jean-Christoph Novelli’s signature restaurant Novelli at City Quays. My role includes getting involved in exciting initiatives like Belfast Restaurant Week which is returning to the city centre on September 19 for the first time in almost three years.
What was your favourite subject at school?
I loved both PE and Art – I couldn’t decide between the two.
Did you go on to further/higher education, if so, what did you study and where?
Yes, I went on to study Law with Criminology at Ulster University
How did you get into your area of work?
I first went for an interview in 2018 for the role of a part-time waitress, increasing my hours gradually alongside my degree. I then became a full-time member of staff whilst still a student, as I enjoyed the role so much. My managers were always pushing me to do my best and were so engaging, making the work so much fun. I remember playing upselling games with a former manager which were great for team building and to encourage guest engagement. I have in turn implemented this initiative in my roles as shift leader, supervisor, and duty manager. From the beginning, I was keen to develop my skills and gain more experience so I kept asking my line managers if I could help with key tasks such as cashing up and dealing with customer queries. By pushing myself and asking questions, I found myself in an interview for a supervisor’s role in November 2020 which consisted of two interviews and was a tough process. However, after being successfully promoted to Supervisor, I found the self-satisfaction I experienced to be addictive and I kept pushing myself to learn more and aim higher.
Is this what you always wanted to do?
This was initially a part-time job alongside my university degree. However, I fell in love with hospitality as it was so hands-on, with exciting opportunities and as well as providing me with the opportunity to meet people from all walks of life and make their experience of the restaurant and hotel a great one.
Were there any particular essential qualifications or experience needed?
There were no essential qualifications needed to become a waitress, but experience was key when being promoted to other roles. I have however also completed an NVQ level 2 in hospitality to supplement my experience and help build my confidence. I am also currently completing my level 3 in Hospitality supervision and leadership.
Are there alternative routes into the job?
There are many degrees available and even GCSE/A-levels in hospitality.
What are the main personal skills your job requires?
Skills for this job include being a good communicator and having good people and interpersonal skills. The ability to think on your feet is also very important as is being friendly, positive and a great team player.
What does a typical day entail?
My work is varied and during exciting times like Belfast Restaurant Week, I am involved in helping design and promote the menus and special offers available at Novelli’s.
An evening shift starts with a handover from the AM manager and an update on restaurant reservations/guests in house as well as current bar/restaurant stock levels. I would then look at what staff I have working on shift and delegate tasks according to their strengths, to ensure I maximise shift effectiveness. I also look at guest numbers for restaurant reservations to determine the best table set-up for each and whether there are any disabilities or allergies that need to be flagged. Staff are then allocated their own sections to begin setting up before I chair a staff briefing, communicating to all staff the essential information for the evening. Service can then begin, with staff working in their sections whilst I play host and ensure that guests are enjoying their evening, answering any questions they may have.
What are the best and most challenging aspects of the job?
Being only 22, I found it initially very challenging to find my voice and command authority when team members are often much older than me. Through experience and taking advice from others who had been in the same situation, I was able to find a management style that works best for me. In addition, developing my time management skills has ensured that I have found the right balance between fulfilling the demands of my role as duty manager and restaurant supervisor, successfully balancing the dual demands of staff and guests in a busy hotel and restaurant.
The best aspects of the job are supporting my team and helping them to develop like I did, encouraging their ideas and watching their pride as these ideas are put into place. I always endeavour to go above and beyond for our guests as well as for our team members, as I want to lead by example and therefore encourage the same behaviour from my team.
Why is what you do important?
For me, the most important aspect of my role is working to ensure that guests coming into our restaurant have a memorable experience and leave feeling that their needs have been met above and beyond their expectations.
As a duty manager my role is to ensure the smooth running of the business on my shift, so that each department is working as efficiently and effectively as possible. In addition, I deal with guest queries and special requests such as birthday or anniversary welcome plates for bedrooms. In the case of an emergency such as a fire alarm, I am responsible for handling the situation and managing the hotel response to ensure guest and staff safety.
How has Covid-19 impacted on your business/role?
I would say that the greatest impact to my role currently is in terms of guest expectations which are now higher than ever, particularly with regards to cleanliness. The ‘new normal’ means that we all need to pay extra attention to ensure that the hotel is thoroughly cleaned and we still provide hand sanitisers in public areas for additional guest reassurance.
What advice would you give anyone looking to follow a similar career path?
Work hard and work to be noticed – no idea is a silly one! Always be open to new ideas and stay creative – if there is something you feel can do be done better, then suggest it. Just give your reasons.
If you weren’t doing this what would you like to do?
If I had to choose something different, it would perhaps be cabin crew for an airline, combining my love of travel but still getting the opportunity to meet lots of new and interesting people every day.
What is the one piece of advice you would give to yourself on your first day?
Confidence is key – I remember being extremely nervous beginning my career in 2018 with very little experience in the industry. I remember being so anxious that I would not be able to hold a tray correctly – now I am showing new members of staff how to do this and can reassure them with stories of how I felt when I started in the role. I always stress that there are people here to guide and support them, trust the process and don’t overdo it – ask for help when you need to and don’t be scared!
Describe your ideal day off.
I would start the day off with a healthy breakfast and then go to the gym for a few hours. I may then meet up with a friend for coffee or go shopping. I also like to meet up regularly with colleagues and friends for drinks in the evening. If not doing this then I like to spend time with my family, my father and my younger brother Luke are the most important people in my life.
And finally, what’s the key to any successful job search?
Highlight your previous successes and achievements. Demonstrate a clear career path and highlight that you are reliable and flexible to the needs of the business. Be prepared to work hard and to go the extra mile, this will ensure that you stand out from crowd.
Belfast Restaurant Week runs from September 19-25, www.belfastrestaurantweek.org
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