Join our Mentoring Programme
AICR UK Mentoring
As a renowned organisation, the AICR is committed to the learning and development of new entry level professionals in the industry and acts as a supporting network that nurture new generations in their career goals and positively influence their engagement within hotels.
The mentoring project was launched in 2018 and it is formed by experienced AICR UK members with Front Office Managers titles and above, whose common purpose is to inspire and guide starting Receptionists in an independent and external frame to their workplace.
It is a partnership between a mentee who wants to learn from a mentor’s vast experience in a one year-long relationship. Mentees have the opportunity to have a trusted figure that listens to their concerns and answers their questions and are able to gain an insight into other properties’ styles and different working practices that empowers their career further.
The mentoring team at the AICR UK has been supporting all the selected competitors of the Receptionist of The Year 2017 through one-to-one meetings, providing career advice, setting clear goals, investing time in developing the mentees’ sense of career direction and social confidence as they are encouraged to continue building their network by attending the monthly AICR events.
Mentors
Current position:
Assistant Front Office Manager at Claridge’s
Summary of career to date:
I started my career in a small family-owned hotel in Bavaria and did my apprenticeship there. I then moved to Austria to work there for two years. After this I wanted to explore a different work environment and moved to Scotland where I won the AICR UK Receptionist of the Year Competition. I moved to London and started working at The Connaught and then after having been a Duty Manager and Assistant Head Housekeeper, I moved to Claridge’s.
What is your career highlight?
Having my receptionist win the David Campbell Trophy in 2016.
What do you enjoy most about being a mentor?
I love helping and guiding people. To see a mentee succeed and develop is one of the greatest achievements. To be able to be the person people turn to when they need guidance is truly rewarding on every level.
What is your current ambition?
In my personal life it is to master my yoga headstand – I am failing every time I am trying it. In my professional life my ambition is to make a positive difference to every team member I meet along the way. What are your core values, both professionally and personally? Always treat people the way you want to be treated.
AICR Member Since: 2014 (mentor since 2020)
LinkedIn: https://www.linkedin.com/in/johanna-dlugosch-8028b489/
Current position: Guest Relations Manager at Gleneagles
Summary of career to date:
I was born in Luebeck , Northern Germany – I started my hotel career with a 2.5 year Apprenticeship in 1988 at the five star Atlantic Hotel, Kempinski in Hamburg (221 bedrooms). In 1992 I left for Scotland and I started as Receptionist at Gleneagles Hotel (233 bedrooms) in Scotland and stayed for 2.5 years in Front Office, then I moved back to Germany to complete the Heidelberg Hotelfachschule Degree which took 2 years – and I returned again as Duty Manager to Gleneagles Hotel in 1996, stayed for another 2.5 years and moved to Paris in 1999 to work as Assistant Reservations Manager at The Hotel Lancaster (63 bedrooms, 5 star) – before moving back to Germany to help a former colleague in the Front Office of a 4 star Conference Hotel (90 bedrooms) for 1 year before finally heading back to Scotland to help the owner of Crinan Hotel, Argyll (18 bedrooms and family owned – 3 star) – with the day to day running of the hotel, before finally returning to Gleneagles Hotel in 2001 as Duty Manager/House Manager and as of 2003 as Guest Relations Manager until today.
What is your career highlight?
There are quite a few highlights: from meeting VIPs from the world of entertainment, politics and business as well as being part of The G8 in 2005 and the Ryder Cup in 2014, being sent to spend 2 weeks in Moscow studying the language and people in 2007, being invited as guest at a regular guest’s wedding in Venice and on a sadder note attending the Memorial Service of a late guest in London to meeting a wonderful array of international colleagues and now good friends and mentors – during my time in hospitality.
What do you enjoy most about being a mentor?
I enjoy the following most – and consider it an honour to be a mentor: The opportunity to nourish and help new hospitality talents to move forward in the industry, interacting with young international people entering into this fascinating industry. Even during his difficult time, I think it is even more worthwhile to be there for a Hello, a Checking-In and a possible ear to listen to all that is weighing on young Mentees minds – basically to care for them.
What is your current ambition?
Current ambition is to hopefully be back in my industry, my dear hotel and with my colleagues by Summer 2020 and working through the “new normal” with my colleagues and dear guests alike in good health.
What are your core values, both professionally and personally? Care about my fellow human beings as everybody has their own story and “baggage”, always be truthful and do not be judgemental (this is not as easy as it sounds….), be grateful for being where I am in my life and for the family, god children and friends around me.
AICR Member Since: 2007 (mentor since 2018)
LinkedIn: https://www.linkedin.com/in/iris-marhencke-4741a942/
Current position: Former Night Manager at Royal Automobile Club
Summary of career to date
I have over 20 years hospitality management experience working in front of house operations in luxury branded hotels, spas and private member clubs.
What is your career highlight?
Working for one of the world’s foremost private members’ clubs, offering first-class facilities across two distinctly different clubhouses, built on the foundation of being the United Kingdom’s oldest motoring organisation.
What do you enjoy most about being a mentor?
Development of personal leadership and coaching styles, opportunity to reflect on own goals and practices, exposure to fresh perspectives, ideas and approaches.
What is your current ambition?
I wish to be an outstanding member of the industry, indicating how determination and progression may be obtained. I consider myself halfway through the challenge, and look forward to embarking on the next stages.
What are your core values, both professionally and personally?
- Excellence
- Accountability
- Respect
- Trust
AICR Member Since: 2014 (mentor since 2020)
Current position: Operations Manager for Mornington Hotels Group
Summary of career to date:
With a family background in hospitality, I decided to start my career as hotelier with a college degree in hospitality management at the same time I made my first steps in the sector, working and studying at the same time throughout the 4-year degree and experiencing different type of hotels.
Right after finalising my degree, I went on and applied for a double masters in hospitality management and MBA which introduced me to remarkable professionals in the sector and led me to the wonderful opportunity to experience hotel development from scratch in Barcelona as cross training management trainee throughout every single department in a hotel.
I had to continue growing in the sector and when I saw I learnt everything I could I flew to Ibiza in search of my second hotel opening in a beautiful high-end luxury Resort.
After a while I was contacted by IHG with an offer to partake in the Accelerated Management Programme. A two-year programme where I would travel around Europe and develop both my soft skills and knowledge about the hospitality sector with the support of the company, my coach and especially my mentor.
During that time I moved to the UK, Germany and Malta alternating between different 5 star properties in those countries.
After graduating from the programme, I accepted an offer in London for my last open opening, reconverting a 4 star and turn it into a 5 star.
Finally, I came across the opportunity to join Mornington Group as Operations Manager.
What is your career highlight?
I am glad to say that I had the opportunity to open hotels from scratch on three different occasions throughout my career. I have developed from scratch a brand three times and built the foundations of the operations in every single one of them.
What do you enjoy most about being a mentor?
Throughout my career I was lucky enough to come across some brilliant minds in the hospitality sector, either by chance or just being there at the right the moment, that ended up becoming my mentors, that not only boosted my learning in the hospitality sector but also introduced to me the mindset of a hotelier and showed me how to enjoy working in such intense sector as the one we are in.
At the same time, I have a sentiment of debt towards everything I have received and still do and the same way I have acquired so much thanks to a mentorship I feel obliged to return it back in the same way with whomever is willing to learn.
What is your current ambition?
I pursue my next step in my career as Hotel Manager.
What are your core values, both professionally and personally?
Integrity
Empathy
Critical thinking
Growth mindset
Ambition
Proactivity
AICR Member Since: 2019 (mentor since 2020)
LinkedIn: https://www.linkedin.com/in/damoga
Current position: Rooms Division Manager at Flemings Mayfair
Summary of career to date:
I started my hotel career in Dubai, as part of the pre-opening of InterContinental Dubai Festival City, where I joined as a Concierge. I worked my way to Reception Manger, and then joined the pre-opening team of the 1608-rooms JW Marriott Marquis Dubai as a Front Desk Manager. I moved to London late 2014 and joined Park Plaza as Front Office Manager. I joined Flemings Mayfair as a Front of House Manager in April 2017, and now the Rooms Division Manager since July 2019. Still loving it!
What is your career highlight?
I am most proud of the career progress I achieved so far and having the courage to move to a different country and culture to pursue my career.
What do you enjoy most about being a mentor?
I enjoy speaking to these hospitality talents, and hopefully can make a positive impact of their careers through this support we offer them as mentors.
What is your current ambition?
To be a General Manager
What are your core values, both professionally and personally?
Invest in yourself and work hard. Focus on the positive and learn from the negative. Don’t think problems, think solutions.
AICR Member Since: 2017 (mentor since 2018)
LinkedIn: http://linkedin.com/in/mishaaleid
Current position: Operations Manager at Kinross House Estate
Summary of career to date
Started in bars and nightclubs, then moved to F&B in hotels. From there, I moved into luxury five-star properties and operations.
What is your career highlight?
Winning Visit Scotland’s Thistle Award: National Hospitality and Tourism Hero 2019
What do you enjoy most about being a mentor?
Supporting and helping someone looking to build a career in the hospitality industry.
What is your current ambition?
To become a General Manager
What are your core values, both professionally and personally?
Hard work
Honesty
Supporting those around me
AICR Member Since: 2018 (mentor since 2020)
LinkedIn: https://uk.linkedin.com/in/kieran-rose-mih-acmi-194255161
Current position: Operations Manager within the Good Hotel Group
Summary of career to date
I have been working for 15 years in the hospitality industry and initially I gained experience in reception at the Sheraton Park Lane Hotel, then moved to the Hilton and worked also at the Radisson Hotel. I have spent many years in lifestyle hotels such as The Hoxton, The Zetter and The Curtain helping hotels to create and expand their brands. My focus has been generally in Front of House and customer service, but now have a wide range of experience including Room Division, F&B, Building Maintenance, and IT systems.
What is your career highlight?
I have many years’ experience in Front of House and worked as a Training Consultant with Hospitality Industry Training where I gained experience and develop further my skills to be a good mentor.
I have 10 years of managerial experience and a track record of leading teams of people to achieve greater results. I have worked with new hotels and their founders to develop new hotel concepts. I have experience in opening hotels, develop unique concept and planning and implementation.
What do you enjoy most about being a mentor?
I would be happy to mentor anyone who needs support particularly in a Front of House role. I enjoy providing guidance and, from my experience, can help with tips and strategies that I know to have worked and increased both guest and job satisfaction. The best part of the mentoring program is to see people build their confidence, grow their knowledge, and to help them succeed.
What is your current ambition?
While my current position is Operations Manager, my next dream is to become a General Manager. I currently work in a not-for-profit hotel and this has made me more aware of social responsibilities and to the concept of returning something back to the community. Working within this culture has made me aware of the need and the considerable satisfaction to be obtained from helping others to develop their skills through mentoring.
My hobbies include travelling, sailing and scuba diving. I am always up for adventures big or small and over the last 10 years I have been lucky enough to have visited many countries.
What are your core values, both professionally and personally?
Honesty
Integrity
Helping and supporting others
Learning from experience
Goal setting
AICR Member Since: 2014 (mentor since 2020)
Current position: Assistant Front Office Manager at The Goring
Summary of career to date:
Over my career, I have gained experience in managing the operations of the Front Office to the standards set out, to assume overall responsibility for the co-ordination and overseeing of Hotel operations alongside various experienced Hotel management teams. Adherence to excellent five star standards, procedures, and achieving guest satisfaction through delivery of professional services while serving as an integral part of the hotel management team.
What is your career highlight?
At The Goring, I was able to bring my ideas to the table and work with my team to make improvements on our procedures and standards to make our reception department more efficient as well as the hotel as a whole. My team was able to work smarter rather than only harder. I was tested in many ways and had to adapt and learn new skills. I was pleasantly surprised how I was able to handle myself under pressure and challenges. My highlight in all this was that I did something that I was passionate about and I became closer to my team and our work was recognised for our improvements, efficiency and teamwork.
What do you enjoy most about being a mentor?
What I enjoy most is being able to help someone on their journey in their professional career and being able to learn from each other and share my experience and knowledge.
What is your current ambition?
Working towards a promotion and growth in my professional and personal life.
What are your core values, both professionally and personally?
Working hard & smart
Teamwork
Efficiency and making improvements
Managing guest and colleague expectations
Passion
AICR Member Since: 2019 (mentor since 2020)
LinkedIn: http://linkedin.com/lee-osman-85391165
Current position: Recruitment and HR Advisor at Sopher + Co
Summary of career to date
My career in hospitality started at a small beach hotel with 79 rooms. After my initial roles in Reservations and Housekeeping in independent hotels, I took my first role in Reception at a Radisson Hotel with 255 rooms and a few years later, I started a 19 year journey with Starwood Hotels and Resorts (now Marriott International), firstly at a 5 star luxury hotel with 755 rooms in Mexico City and later at an Airport Hotel with 426 rooms at the busiest travel hub in London: Heathrow Airport.
My last appointment was at Park Plaza Westminster Bridge with 1019 bedrooms. As Front of House Manager, I have managed teams from 28 to 100 employees in the department and led them through critical stages of refurbishment and three major crisis events.
My past experiences as an Operational Manager, made me very skilled in various aspects of the Human Resources field; I developed a passion for Recruitment, Employment Law and Mentoring so I decided to self-fund a CIPD qualification in Human Resource Management and I am currently working towards furthering my career in HR.
Having said the above, I continue loving the Hotel industry! I am a Committee member and a Mentor for the Association of Front Office Managers of Luxury Hotels (AICR UK) and support the activities that contribute to the hotel industry and the development of future generations.
In the last few years, I have collaborated with the Oxford School of Hospitality Management in various projects from Coaching Placement students to interview practice.
What is your career highlight? Operationally, working at a 1019 bedroom hotel in the heart of Westminster was something very interesting and special to me as the pressures were on! The highest number of arrivals I experienced was 750 check-ins in one day and to experience New Years’ Eve was a true rite of passage! I learnt so much from this experience and the volume of this organisation.
Career-wise, I have to say that working for Starwood was a true love-affair as I enjoyed working for this company for so long and it set the foundations of the professional that I am today.
What do you enjoy most about being a mentor?
Developing people into the industry, working with the mentee in a structured action plan and see them through it not only for their career but also for their personal gain.
What is your current ambition?
Returning to the Hotel industry.
What are your core values, both professionally and personally?
Respect
Integrity
Authenticity
Courage
Autonomy
Positive attitude
Trustworthiness
Credibility
Transparency
Reliability
Care
Empathy
AICR Member Since: 2016 (mentor since 2018)
LinkedIn: https://www.linkedin.com/in/paola-osorio-rojas-assoc-cipd-18a6a523/
Current position: I am currently working in a hospital while monitoring the situation within the hospitality industry. I have over 10 years of experience in luxury 5-star hotels.
Summary of career to date
I have a degree in Hotel Management and I started my career with two international internships (Barcelona and Rome). Following my last internship, I was offered a job at Hotel de Russie in Rome. That followed 3 and a half years in the Eternal City with the opportunity of doing my first opening (Gran Melia Rome Villa Agrippina). After two years with the company, I decided to move to London where I started as a Supervisor at One Aldwych. There, I stayed just under four years and I worked my way up to Reception Manager, holding a total of four different positions.
At One Aldwych I had my first run as a Head of Department; I had the chance to share my values and philosophies within the department and have a different exposure to how a hotel runs as a business. At the end of 2017 I was offered a position as a Reception Manager at The Goring where I stayed for almost 3 years. Here I achieved record breaking figures for guest satisfaction and revenue while promoting and developing my team. I returned to welcome leisre guests which was the reality I first experienced at Hotel de Russie, my first 5-star hotel. I had a lot of freedom to spend time with the guests and really connect with them.
What is your career highlight?
Yet to achieve it But the chance to build my own team and break records at The Goring was a rewarding opportunity.
What do you enjoy most about being a mentor?
The chance to meet young talents within our industry – it is a two-way inspirational exercise.
What is your current ambition?
Return to hospitality in a leading London hotel
What are your core values, both professionally and personally?
Tolerance
Honesty
Communication
AICR Member Since: 2017 (mentor since 2018)
LinkedIn: https://www.linkedin.com/in/tiago-macedo-46226670/