Sally’s main achievement over the past four-years has been to keep the hotel open and thriving throughout its £85 million refurbishment. Thanks to careful planning and honest communication with guests and stakeholders alike, not a single contract was lost during the renovation period; a major achievement for a 411 bedroom hotel with the banqueting capacity for 3,000 guests.
The end result featuring swathes of marble and luxurious finishings throughout have ensured results such as a five-star AA rating and a Trip Advisor rating of 32.
In addition to winning The Cateys Manager of the Year and Accessibility Awards 2019, an achievement Sally is particularly proud of is being listed as a Sunday Times Top 100 employer (no 38) for the fourth year running. The “We always care” moto is also emphasised as one of the hotel’s core values.
Sally has personally driven great change in the culture of the workforce, with a strong focus on promoting communication, respect and trust. Innovative approaches have included an inverted hierarchy and a ‘no blame’ mediation culture. To have come through the turbulent times of a renovation as an even stronger team, and welcome 128 new starters is the icing on the cake.
Sally Beck General Manager of Royal Lancaster London said: “It is a great honour to receive such a prestigious award. The beauty of working for an independent hotel with owners that care about guest service and staff happiness means that we can truly focus on evaluating and improving our offering to everyone who crosses our path.”
“I have been incredibly fortunate to work for our owner Khun Jatuporn for over 20 years, first at The Landmark London and now at Royal Lancaster London. He has guided and supported me throughout my career, so thank you Khun Jatuporn, I will be forever grateful to you and your family.”
“I’d also like to express my deepest heartfelt thanks to Brian Hladnik, Managing Director of Lancaster Landmark Hotel Company. It was a huge leap of faith to be given a GM position with no previous experience, especially when the hotel was about to embark on an all-encompassing refurbishment. I’m overjoyed to be able to repay his trust by winning this incredible award.”
“Lastly, we are on a journey to make our hotel the happiest place to work in the UK and I look forward to the next chapter of Royal Lancaster London.”
As a small hotel group Lancaster Landmark Hotel Company is punching well above its weight. Sister hotel, The Landmark London is also at the forefront of the hotel industry with General Manager Andrew Batchelor being awarded AA Hotel of the Year for London and 6th place in the Sunday Times Best Places to Work.
Sally is also active in developing a wide range of apprenticeship schemes for the young and underprivileged. Sally personally led the charge to set up a consortium of hospitality SMEs in order to get involved with the government hospitality trailblazing initiative. Today, the two-year Apprenticeship Programme has moved beyond kitchen apprenticeships to provide hands-on learning experience in everything from Finance and Events to F&B and Painting and decorating. The scheme also supports academic qualifications, including NVQ Level 1 and Level 2 certificates, with Levels 3 and 4 to be added soon.
The hotel also offers a Level 2 apprenticeship scheme called the Future Leaders Course, which takes place over a period of 12 months, this scheme is currently in its fourth year and has developed over 40 supervisors and team leaders to managers of the future for the hotel.