As the region’s fourth largest sector, tourism in Newcastle and Gateshead is incredibly important. We are renowned for our warm welcome and providing world-class customer service that has every visitor feeling like an adopted Geordie.
Hospitality plays a large role in creating these positive experiences, whether it’s the person greeting you at the hotel reception or the person whipping up your favourite dish.
The hardworking and dedicated teams behind Newcastle and Gateshead’s tourism industry come from diverse backgrounds and bring a range of expertise to create one-of-a-kind experiences.
We caught up with Anna Wadcock, General Manager at the Maldron Hotel, Newcastle to find out what working in the industry is like.
Tell us a bit about how you started your career in the tourism industry.
Hospitality was a career by accident, I started out as a part-time receptionist in a hotel whilst I was studying and very quickly realised this was an industry I loved. The hustle and bustle of the job and with no two days ever being the same, I knew this was the right career for me. Since then I have moved around the country working my way up the ranks in different cities, in different types of hotels and across several hotel groups.
How has the industry changed since you first started out?
Hospitality has changed so much in the couple of decades I have been in the sector. It was never for the fainthearted with long and unsociable hours, however now there is a huge focus on improving work-life balance, health and wellbeing and also developing strong career paths for staff. How we look after our people is at the forefront of our daily agenda.
The gender balance is also something that has dramatically improved since I started my career, with female General Manager’s now very much the norm instead of a rarity.
What support have you found is in place for people to work their way up the career ladder?
In Dalata, with whom I’ve now worked for almost five years, you can plot a career path from an entry level position all the way up to senior management across any of the specialised areas such as, operations, sales, revenue, finance and human resources. There are development courses to take you up the ladder, step by step which is great for those just starting out who may be unsure what those next steps are.
What is your favourite thing about working in tourism?
The variety I get to experience every day is fantastic! From looking after thousands of guests every year, making people smile and helping to create memories, to developing multi-million-pound businesses that create careers for people and that have a positive impacts on the communities they serve, it’s a really rewarding role.
What is some advice you would give your 18-year-old self?
Just believe in yourself, work hard and look after those around you.
Finally, can you sum up working in tourism and hospitality in three words?
Fun, challenging and rewarding.