By Kellie Rixon MBE FIH: TRUE PRIDE in Scottish Hospitality.
Well hello hospitality friends from a sunny Aberdeen on yet another busy morning at Marcliffe. We are preparing for our second wedding of the week with our fabulous bride and groom loving their time, and the team in their element creating amazing memories for them. It’s such a gift to be part of something so personal, so important and something that they will remember always.
How lucky are we to get the opportunity to do deliver this.
Sometimes you forget that. I know I do. We all get caught up in myriads of tasks overlooking the simple truth: we are in the business of making memories business, and it’s a huge privilege. Something I’m incredibly proud of.
You’re very aware of my love of music, and usually my musings are loosely associated with a song or two. Today’s instalment is no different. There are thousands of songs which speak of pride, the obvious ones are the U2 classic and the usual Conference anthem and ‘go-to banger’ Proud from Heather Small, but today there’s only one song on my mind and one singer. Today is my appreciation of the wonderful Amy Macdonald. Her song Pride is not only a great singalong but is dripping with national and personal pride. Being proud of where you come from is not something we should be ashamed of. Liverpool is the greatest city in the world and that makes me proud!
I find Scotland fiercely proud, seeing heritage and tradition prevalent in everything Scottish. The decisions we make, the products we stock, the service we provide. The warmth of true Scottish hospitality is unique and that’s why our guests keep coming back year after year. I know I’m a scouser, but I’ve worked in Scotland so long now I feel like I can speak with some authority on just how blooming fantastic Scottish hospitality is.
It’s been a period of immense pride for me and the team here. We have had one of the busiest golf seasons ever and the feedback has been amazing. I love golf season. It’s just when the hotel breathes into its summer life. The arrival of the first golf group signals the season is upon us and we don’t take a breath until October. They bring with them a sense of fun and adventure as well as a level of expectation which only comes from the well-travelled. It means we must be at our best and deliver our best. It’s a short window but a great opportunity to showcase how you deliver and even exceed these high expectations. And when you do, it’s simply magical. The team know that it’s about making memories for these travellers and going way above and beyond to achieve this. The team seamlessly turn it on and go up another gear. It’s wonderful to see. A great culture that breeds resilience and that ‘dive in to help’ spirit will take you on an amazing journey. I’m proud my team have embraced this. It’s clear to see in all they do. And I love them for it.
We are also moving out of peak wedding season and firmly into our strong corporate events calendar. Indeed, last week we delivered almost one thousand covers in our ballroom over 4 days. No small undertaking, and with some very high-profile events, it’s vital that we get it right every time. It’s immense pressure but somehow, we pull together and pull it off. One team working together. Yes, there are moments when you look up and your Executive Housekeeper is clearing plates or your HR coordinator is collecting glasses, those are the moments when we win together. That’s when culture makes your business come alive. The Marcliffe has been a gift to me in helping me remember just how great this industry can be, and I still get that fuzzy warm feeling in my stomach when it all goes well. I still love it that much.
Now, I’m not blind to the operational challenges or the levels of commitment it takes to deliver over this period. The twelve-hour shifts for twelve days straight are sometimes brutal but the constant flow of sweets, biscuits and well, banter keeps you going. You don’t get that anywhere else. Hospitality makes you laugh. It honestly makes you cry too, but you’ll soon forget about those moments. You will always remember the fun. Ask any ex-hospitality person and they’ll all have at least one funny story from their time. The people you spend your time with make or break your experience, but the stories last a lifetime.
As my time up in Aberdeen begins to wind up (we are actively recruiting now), I will have so many memories that will make me so proud. We look forward to delivering this wonderful hotel into its next phase with a huge sense of optimism and excitement. The new MD is going to be very lucky indeed. My hope for the future is that the wonderful people here continue to grow and make me and themselves proud. I have loved spending time in this wonderful part of the world, but as the next phase of my life calls I’m left with a strong sense of pride in what’s been achieved. Whenever they need me, I’ll be there as Amy says…
Cause I’d move mountains if you asked me to
I’d swim the seven seas
I’ll be the one to hold your torch again
I’ll do anything you ask of me.
Till next time
Kellie
