What it’s like to be……..The Vice President of Commercial at The Red Carnation Collection?
I first met Suzie when I was hired to capture images for Bbar – the adjoining bar to The Rubens Hotel, part of the Red Carnation Collection, just over 12 years ago. I had a big task ahead of me as we had a huge shot list and it was my first time doing a shoot like this, directly for a hotel. It turned out to be hard work, as expected, but a lot of fun. Plus I got to sample some delicious food, which is always a bonus.
I’ve subsequently gone on to do nearly 50 shoots for the Collection and even captured Suzie’s beautiful wedding. I’ve also done a few contra deals with the RC Collection, so I’ve been both a customer, enjoying the fabulous afternoon teas, and a dinner, at the various hotels, as well as a supplier and, honestly, on both sides of role, the hospitality really is amazing. The only downside is that, although I love travel, I rarely experience this level of hospitality when I do so, as not many places live up to their standards.
Your Name: Suzie Thompson
Place of work: Red Carnation Collection
Your Job Title: Vice President Commercial
Overview of what your role entails:
I lead the commercial teams, which includes marketing, reservations, revenue management and sales for the Global Collection.
Why should I be a customer of your hotel/venue – what makes the place so special?
RC is a family owned, and run, business and our passion is taking care of our guests and our teams. We are meticulous on every detail from design and interiors, including original artwork and antiques and our customer service and signature dishes. We also invest a lot of time and energy on our training and development of our staff and, as a result, we are able to enjoy longevity and loyalty, which translates to a great customer experience. Ultimately, we offer 5-star quality BUT it’s our service and our people, which are the reason our guests come back time and time again.
How long have you been doing what you do:
14 years with Red Carnation Hotels, but I have spent my entire career in travel.
Prior experience/jobs:
I did a ski season with First Choice Ski when I was 18, worked in a small hotel in Austria and found my passion for Hospitality.
I then went on to study Hospitality Management at Bournemouth Uni and joined Intercontinental Hotels Group on a hotel management programme. I then joined Last Minute.com in 2005, where I really found my passion for travel marketing and then moved to sister company Sabre Hospitality before being appointed as VP Marketing for Red Carnation Hotels.
What makes you a good fit for your role?
My previous experience; I lead four teams and have been in all of those jobs so I have a real understanding of each individual role. I enjoy management with humour and empathy, and get that my success is a direct result of how well my teams are doing.
What perks (if any) are there to your work?
I get to travel to different destinations and experience the hospitality of our properties. This year, I had the opportunity to visit Xigera Safari Lodge in Botswana and our latest opening 100 Princes Street in Edinburgh.
Can you recall a particularly exciting day or period of your recent work history?
The once-a-year annual staff party is a huge event at Grosvenor House hotel and a super exciting time on the Red Carnation calendar. This week Red Carnation were also awarded ‘Hotel Group of The Year’ at the AA awards, which we were all very proud to receive.
Did you always want to work in this industry?
When I was younger, my dream job was to work at Butlins as a Red Coat!! I actually was offered a job there, but the ski season paid £5 a week more……
What are the best things about working in Hospitality?
Fun and friendly people. I also get to meet many interesting guests from all over the world.
And the worst?
Honestly, I can’t think of anything!
Covid turned hospitality upside down. We are now back in biz – with many challenges still – strikes, cost of living & staff shortages, Brexit. What are you most grateful for, coming back from lockdowns?
The freedom to travel again.
And what do you think we can do/need to do, regarding any challenges the industry now faces?
Great lessons on communication. We had a global team move forward more efficiently because of skills such as remote work. Staffing expectations are different now, we need to ensure a good work/life balance and be flexible. We also need to be creative with benefits such as good health and wellness options, great food in the canteens etc. We must make sure we are empathetic to what our teams need and have gratitude towards the workforce and the longer term impacts the pandemic may have had.
Is there anyone (or several) who you’d like to thank for really helping you along your career journey, or perhaps mentors or someone who’s supported and/or inspired you.
Jonathan Raggett for seeing my potential.
What are you happy to boast about regarding your role/place of work and sustainability?
It’s great to be working for a company that really cares about investing in protecting wildlife and the local communities we operate in.
Do you have another favourite venue/hotel/restaurant in London (or UK)?
Hampton Court Palace is close to where I live, and there is always interesting festivals and entertainment going on.
What’s your best advice/instruction for anyone considering doing what you do?
You can build a very successful career with no particular qualifications if you start from the ground up. Although I highly recommend a Degree Apprentice Programme, through a hotel – you can check out ours here: RC Careers. Doing a hotel programme is great on the job experience, and academic, at the same time. Plus, you get paid.
Where’s a great place/s to take a visitor in London?
An early trip to Borough Market, followed by drinks at the top of The Shard.
What travel destination is on your bucket list?
Mexico.
What’s your ideal Sunday?
Out for Brunch, followed by a lovely walk in Bushy Park to see the deer with my daughter.
Further Details
Red Carnation Hotel Collection
Careers at RC
