Abbie Brown – Reservation Agent

What does your role entail?

My responsibilities are all regarding the reservations within the hotel. I make bookings and deal with any special arrangements or requests from the guests. I also have to contact travel agents if guests have booked using that method. I process advanced deposits and payments made by guests. Part of my job is to assist the front desk if they have any questions that need answering. I carry out a similar role for the guests; I have to reply to emails regarding their stay with us.

 What has been your biggest challenge to date whilst working at DoubleTree by Hilton Lincoln?

I would say rearranging and sorting out large group bookings at particularly busy times. You really have to work hard and be able to multi task well in these situations because you will be dealing with a lot of different things at once.

What’s your typical day like?

Wake up. Eat breakfast. Drive to work. When I get to work, the first thing I do is check that there have been no problems from the night before. I do have specific jobs that I need to get done throughout the day such as processing payments and bookings but often I have to deal with immediate enquiries meaning that I have to prioritise and multitask well.

How did you become Reservation Agent at the DoubleTree by Hilton Lincoln?

My previous job was a receptionist at another local hotel. I wanted to further my career and progress so when I found out about a DoubleTree by Hilton was being built, I jumped at the opportunity.

How did you find changing positions from a Receptionist to Reservation Agent?

It was a challenging move; I certainly have extended my knowledge within the hospitality industry since working here. I really like working within hospitality and I want to keep in this industry throughout my career.

What attracted you to working with the Doubletree by Hilton in particular?

The cookie! Haha! Realistically, it was the opportunities that the company offers. I am able to develop my skills and progress with my career within the business and I am also able to travel all over the world!

Can you suggest 3 key skills needed to carry out your role?

Good communication skills. Teamwork is key to any role within hospitality! Good social skills are also needed as you speak to a lot of different people.

Who would be your dream guest at the Doubletree by Hilton Lincoln?

Beyonce Knowles

Stacy Mainwaring – Assistant Front of House Manager

What does your role entail?

I assist the Front of House Manager, managing and controlling the front desk. I assist during check in/ check out and carry out other daily operations. I also take duty management roles and manage the receptionist.

How did you become Assistant Front of House Manager at DoubleTree by Hilton Lincoln?

I applied through email to a Hilton contact and explained that I was looking for a managerial position. My previous jobs entailed high standards of customer service and from there I was offered an interview.

What’s your typical day like?

Depending on a morning or evening shift, I ensure that there is a smooth check in/ check out process. Throughout the shift I assist with all guest issues and any duty management issues if needed. I also order cookies!

What’s your favourite part of working within the hospitality industry?

Making the guests stay as enjoyable as possible and going the extra mile to ensure their stay is like no other. Receiving great feedback makes my job very rewarding.

What attracted you to working with the Doubletree by Hilton in particular?

Working for such a well-known large brand was a big attraction and the ability to progress further within the Hilton brands.

What do you think are the 3 key skills to being a Front of House Manager?

Giving outstanding customer service and having excellent management and organisation skills. Great first impressions are definitely important.

Who would be your dream guest at the Doubletree by Hilton Lincoln?

Channing Tatum!

Phil Henson – Head Chef

What does your role entail?

I take care of the day to day running of the hotel kitchen. I try to keep the kitchen morale up as I like the kitchen to be a positive place to work as it can be stressful. I liaise with suppliers to ensure the highest quality of food reaches our doors. We cook to the highest standard we use a lot of different cooking techniques.

How did you become Head Chef at DoubleTree by Hilton Lincoln?

I have always worked as a chef. I achieved this role through career progression and a lot of hard work!

What has been your best experience since working at the DoubleTree by Hilton Lincoln?

It was a Saturday night service and we created really amazing food. We managed to sell the taster menu to 80% of the restaurant and everyone absolutely loved it! It was one of the most rewarding nights I have had here.

What’s your typical day like?                     

I come in early and check that cleaning from the night before has been completed correctly. I see how the morning has been; make sure there have been no issues. I have a look at the planner for the day and begin to prep for the day ahead. Then throughout the week I have meetings with head of departments to find out the details about events and bookings that we have to prepare for. And of course, cooking!

How do you plan big booking such as weddings or conferences?

I receive information from the Head of Conference and Events, and then I break it down into simple chunks of information. From then on the event should be relatively simple to organise.

How do you find working within a hotel restaurant compared to a standalone restaurant?

The main difference is that within a normal restaurant, you would only have to prepare for lunch and dinner, whereas here you have breakfast, lunch, and dinner and on top of that any conferences or events that were hosting. There is a lot of consideration to staffing and ordering. It’s a real eye opener when you get into this type of job as there are so many people involved.

Are there any specific traits which are essential for being a head chef?

If you don’t have patience, learn it. You need to able to lead by example and to put in as much effort as your staff, be very hands on. Also, being calm in the kitchen and being passionate about food are extremely important.

Do you have a signature dish? If so, will you share it with us?

I don’t think I have one. My personal food style changes so much. There’s so much variety, I wouldn’t want to narrow it down to one specific thing. I really love making sauce because it takes a lot of precision, patience and skill.

What advice would you give to anyone looking into a career within the catering or hospitality industry?

Work hard and get some good work experience under your belt. Make sure you’re serious that you want to go into this profession as it’s not easy and it’s not glamorous. It is hard work, but it’s an extremely rewarding job.

Who would be your dream guest to stay at the Doubletree by Hilton Lincoln?

Anyone who enjoys good food and a nice dining experience. My favourite guests to cook for were an elderly couple who really enjoyed our food. So, we sent an amuse- bouche, a pre starter on us as they were so appreciative. They were such a pleasure to cook for!

Roanna Fox – Human Resources Executive

What does your role entail?

My role covers everything to do with the recruitment of new staff, from applications to the actual interviews. I also deal with training and making sure that the head of departments know where their staff are in terms of training and progression. Another focus of mine is working on CARE, which stands for creating a rewarding experience; this applies to everyone who recognises the brand. I work on a nomination based scheme where the staff are rewarded for their hard work and outstanding performance.

 What has been your biggest challenge to date whilst working at DoubleTree by Hilton Lincoln?

Definitely the initial recruitment process. I was the third employee to be hired before the opening of the hotel. It was then my responsibility to hire the rest of the staff. Due to the various jobs roles which needed to be filled, it proved to be a very long process.

What’s your average day like?

Very busy! I start the week with a relatively clear diary for the week, but by Monday afternoon the week is full of things to do. No day is the same; I deal with anything from recruitment to quality assurance.

What’s your favourite part of working within the hospitality industry?

I really enjoy the flexibility of working with different departments as it means I can speak to a variety of different people. As I have to arrange and complete interviews for recruitment, I meet different people all of the time. I thoroughly enjoy that aspect of the hospitality industry.

10 years ago, would you have expected yourself to be where you are now in your career?

Not at all, I didn’t think I would have achieved as well as what I did at university. (Roanna studied Business Studies BA (Hons), University of Lincoln) I did actually want to go into teaching, in particular teaching Business Studies. It is a path that I might possibly want to work towards in a few years to come; I like the idea of giving something back to the community. I would want to get more experience in the business industry before I ever went into teaching.

How did you become Human Resources Executive at the DoubleTree by Hilton Lincoln?

Well, I met Richard the Director of DoubleTree by Hilton Hotel Lincoln, in November 2010 at a careers fair organised by the university. I researched the business and kept in contact with Richard. A few months later in June 2011, I had a job interview with Richard for a Human Resources Executive role being offered by the Doubletree Lincoln. I successfully started the job in August 2011.

What attracted you to working with the Doubletree by Hilton in particular?

I knew that it was a very high class brand and part of a very well established organisation. I thought it would open a lot of opportunities up to me across the brands within Hilton. I like how the brand encourages all the different roles to work as a team; I really appreciate how everyone works together.

For someone interested in a career within HR, what are they key skills they should acquire?

The personal skills I would consider to be very important within Human Resources are; to be understanding, patient and diplomatic.

What advice would you give to those who are having an interview to go into the hospitality industry?

Knowing the business is very important! They would need to be able to create a conversation as the interview is all about selling your attributes and qualities to the employer. They need to be enthusiastic about the role as they should really want the job.

Who would be your dream guest at the Doubletree by Hilton Lincoln?

Incubus! They have amazing music; I would love it if they stayed so they could sing to me.

Verity Parmley – Meetings and Events Sales Executive

What does your role entail?

It involves taking all sales and event calls, writing proposals and contracts, quoting for events, writing reports, coordinating events and running the booking system. I have to also keep the staff constantly updated of the details so they know what’s going on.

How did you become conference and events at DoubleTree by Hilton Lincoln?

I previously organised the Lincoln Christmas Market and Waterfront Festival. I’ve had 3 years at the events centre coordinating events and being the Team Leader throughout them.

What has been your best experience to date since working with the DoubleTree Lincoln?

Securing my first large booking with the company!

What’s your typical day like?

Very busy! Lots of emails, lots of calls, lots of last minute admin changes and lots of paperwork. All of it is time sensitive and requires deadlines.

What’s your favourite part of working within the hospitality industry?

Every day is completely different and I’m constantly busy!

What attracted you to working with the Doubletree by Hilton in particular?

It’s a good secure company to work for; it is a really good experience.

What do you think are the 3 key skills to being a Meetings and Events Sales Executive?

Organisation is key, excellent communication skills and efficiency is a must to be able to meet deadlines!

Who would be your dream guest at the Doubletree by Hilton Lincoln?

Beyoncé