"Hospitality is the "Power of Human Connection" - Dame Karen Jones

Inspiring words from Dame Karen Jones, chair of both the Hawksmoor and Mowgli restaurant chains, senior independent director at Deliveroo and who founded casual dining chain Café Rouge in 1989. During the Pandemic, she worked closely with ministers and was the only hospitality representative on the government's Build Back Better business council. She was made a dame in the Queen's Birthday Honours List 2022 for her services to business and the hospitality industry.

People are at the heart of every hospitality business.

Karen Jones spoke at the Propel Hospitality Talent & Training Conference on Tuesday she said:

Hospitality is the lynch pin of society. We realised how much we missed it during lock down.

She reminded us that the holy grail of hospitality is:

The power of the moment of human connection that keeps your customers coming back again and again.

When asked about what attracted her to working in hospitality she said it was the

• Excitement hospitality can give

• The pleasure of looking after people

• Lovely colleagues who are fun, high energy, innovative and entrepreneurial

She went on to talk about that elusive "hospitality gene" found in people who just get the excitement and buzz of hospitality and love the pleasure of looking after people. The million dollar question is: is the hospitality gene innate or can you teach it? Karen Jones believes that you can. An employer needs to explain what hospitality is all about - the hard technical skills and soft communication skills can be learned later.

The Importance of Culture

Culture is hard to define she said, it’s more complex than “your people just doing the right things when people are looking.”

Culture is that feeling it gives you.

She defined CULTURE as the 'feeling it gives you' built on 4 pillars:

1. Being clear about the culture you want to create and knowing and communicating your values.

2. Genuinely caring about your people. Remember everyone is different: different backgrounds, different outlooks and with different ambitions. Culture is about trying to weld them into a whole through daily decisions that strengthen not weaken the culture.

3. Not expecting people to do things in their work life that they wouldn’t do in their personal life

4. Always delivering on what you say you will.

How to define your Values to build Culture

Karen Jones emphasised that your values have to be what you genuinely believe in. Values should be driven by the business founders or leaders, not outsourced to a consultant. Create a Mission and Vision statement that communicates your purpose and values. This is the time for leaders to be quite direct - your team need something to hang their hat on.

Keep your values simple and easy to articulate. If you can't remember them or say them clearly, they're too long and complicated. Use the one-sentence test! Can you say what you stand for in one simple sentence?

You know your values have caught fire when people start using them and talking about them. Then they start to drive behaviours.

4 Crucial Factors to Retaining Employees

Building on Maslow’s Hierarchy of Needs, Karen Jones identified four blocks to retention, without these things you will never get people to stay in your business.

1. PAY - You can’t do a good job if you are worrying about how you are going to pay the rent.

2. SAFETY & SECURITY - If I do well will I be secure?

3. WORK LIFE BALANCE - long hours and low pay are the worst things. Our cognitive ability is affected by stress and the main causes of stress are fair pay and scheduling.

4. CAREER ADVANCEMENT - how do I get my foot on the next rung of the ladder?

Do Lectures

Lectures, festival, conference, happening? It's impossible to capture the essence of Do Lectures in one word, or even a few. 

A gathering of like-minded people who make a pilgrimage to remote West Wales (in my case almost as far from East to West as it's possible to go in the UK). It's the chance to do things you've never done before - share a tent with complete strangers, drink coffee with the former captain of a US nuclear submarine and practise breathing sitting in a wild flower meadow.

The core of the three day event is a series of talks - the speakers are challenged to tell a story they've never told before. All the most memorable talks for me were the ones I was least expecting -  two unbelievable Irish teenagers, Ciara Judge and Émer Hickey, whose school science project to look at improving crop fertilisation and yield went on to win the Google Science Prize and see them named as two of Time magazines most influential teenagers. David Marquet, a former US nuclear submarine captain on turning followers into leaders, CJ Bowrey founder of Sal's Shoes which started with her regret about throwing away her young son's barely worn shoes when so many children in the world are shoeless, she has now coordinated the distribution of over 30,000 pairs of children's shoes from the UK to Africa, Cambodia and Romania.

What did I learn at Do Lectures?

1. Join the Dots - find the connections in your life, how and why you came from one place to another. Many of the speakers at Do, like me, have had really varied careers, take a moment to notice the connections. And allow yourself space to not know what’s going to happen to create an environment where you can pull through and come out of a bad situation thriving

2. You don't have ideas - ideas have you - follow them and see where it takes you.

3. Don't be afraid of being you - work out what makes you tick, make a list of the good things and follow your curiosity.

4. It's ok not to have a plan - if it feels right - do it.

For other people's attempts to sum up Do Lectures in one word have a look at this video of the 2015 Do Lectures Wales.