What’s it like to be….. A Managing Director for the luxurious, customer focussed, Red Carnation (Hotel) Collection?
Malcolm Hendry has always been someone I’ve said hello to on my various shoot at The Rubens Hotel, part of the Red Carnation Collection. Always cheerful and friendly, it was a delight to interview him for my blog and find out just how passionate and dedicated he is to the hospitality industry.
Your Name: Malcolm Hendry
Place of work: Red Carnation Collection
Your Job Title: Managing Director of Hotel 41 and Rubens in the Palace, in London, and 100 Princes Street, in Edinburgh.
Overview of what your role entails:
I am responsible for the 3 properties, here on Buckingham Palace Road, working closely with the General Managers. The ultimate responsibility lies with me. As part of my role, I am also overseeing the recent opening of 100 Princes Street, our new property in Edinburgh.
Why should I be a customer of your hotel/venue – what makes the place so special?
The people and the service; there is a genuine love and care from the teams to look after guests who deliver an exceptional hospitality experience. There is also great engagement between staff and guests, and lots of good personalities who are allowed to shine. We’ve also got many team members who have been with us for a long time, which is great for our guests, as they recognise the familiar faces and enjoy, in turn, being recognised and feeling a part of the organisation. We also make a real effort to add personal touches to our guests’ experiences, getting to know each and every one of them. For example, a guest might be going to see Hamilton and then come back to find a Hamilton Themed turn down on the bed. We love giving these little surprises.
Nothing that a guest should ask is too much trouble. The teams also meet in the morning to talk through the current reservations and share ideas on opportunities to enhance their stay.
How long have you been doing what you do:
23 years at Red Carnation. 19 as General Manager and 22 years altogether the Rubens.
Prior experience/jobs:
I always loved to work hard and, aged 14, I got a job in Asda, working for Bassetts in their merchandising section. I then got head hunted by another premium brand, but, as I was only 15 years old, I could only work in the kitchen of a local hotel. But once I started on that, I loved it. It was like a football locker room – but in a kitchen – with a brilliant atmosphere.
At 18 I moved round to working on the bar, then briefly back at Asda ,as well as working at the hotel at the same time. Once I finished school, I got accepted onto the Asda training programme and the fast-track management programme. I did get approached by Asda to be a supervisor – but didn’t get the job in the end as I was too young. So I left Asda but kept the role in the hotel.
I then got a degree in Hotel Business Management and, once graduated, went to work as a Deputy GM in a country house hotel The Craigellachie Hotel, near my home town in Scotland. I was there for 3 years before getting sent, as a 24 year old, to London, as the hotel owners wanted to set up a Scottish Townhouse hotel in Bloomsbury and felt a Scot, with hotel experience, would be perfect to help set it up.
I ran that hotel for 4 years, cut my teeth on the London hospitality sector and then got a job at The Chesterfield in Mayfair, where I worked for a year. I got poached to work elsewhere for a couple of years at The Commadore Hotel, fully refurbishing it, and leading the relaunch of the hotel as a luxury 4 star boutique hotel, but couldn’t resist the pull of Red Carnation and ended up working, firstly at The Milestone as Deputy General Manager for 1 year, then over to The Rubens, where I am still today.
What makes you a good fit for your role?
Fundamentality I like to serve and look after people. I care about people being happy and staff being team members. I am really invested in these three things and believe I am wired this way.
My ideal work day is where the teams I work with and the guests I am around are all enjoying themselves, having a good time and are happy.
What perks (if any) are there to your work:
Getting to talk to, and meet, so many different guests, being a part of their celebrations and getting to work with amazing people. I also get to sit down with guests and enjoy sharing the experience in stunning surroundings and meet top luxury travel advisors who come from all around the world.
I also love being given the opportunity to reinvest into the property to keep up the very high standard we have here at R.C. This is a fantastic perk, which many hotel managers don’t get. I get to use that advantage and convert it so that the properties excel.
Can you recall a particularly exciting day or period of your recent work history?
The day we got our 5-star award at Hotel 41, in the 2017 Forbes Travel Guide. We may have opened a glass of champagne that day!
We also got it in 2018 at The Rubens, which is so hard in a large hotel to achieve.
I remember exactly when I got the call and the best thing was getting to share it with the staff and to call our CEO Mr Raggett and tell him we did it!
Every year we mark it.
Also the day in 2018 when we received our AA 5 Stars for the first time, following the hotel’s refurbishment in 2017.
And, if you’re feeling brave, do you have any particularly embarrassing or funny stories to tell?
I was the first person to be stung by a bee when I was overseeing the installation of our new resident bee hives, I guess in a way I am honoured to have been the first person to get stung on the roof and in the end the pain was worth it for the delicious honey they produce.
Did you always want to work in this industry?
Yes, it’s been in my blood ever since I was 15 years old in the kitchen.
What are the best things about working in Hospitality?
The people we work with and meeting all the fantastic customers.
I love the chance to make memories for the people who are staying with us, which in turn gives me good memories.
Call me the memory maker.
And the worst?
Sometimes managing big teams and many different people means you take on a lot of responsibility and occasionally, of course, you don’t always get it as right, which can be a disappointment and a big challenge.
Covid and Brexit turned hospitality upside down. We are now back in biz – with many challenges still – strikes, cost of living crises, fuel hikes and still many staff shortages. What are you most grateful for, coming back from lockdowns?
Having hotels open again and being busy. If anything, we’re busier than usual, which I am immensely grateful for.
There is also, generally, a renewed appreciation of hospitality and travel.
And what do you think we can do/need to do, regarding any challenges the industry now faces?
We need to be that much better in our recruitment and retention, strategies and care. Even more aware and better at looking after our teams – not just because they could leave and go to a competitor, but because they could leave hospitality altogether if we don’t make it a great industry to work in.
Is there anyone (or several) who you’d like to thank for really helping you along your career journey, perhaps mentors or someone who has supported and/or inspired you.
Jonathan Raggett, C.E.O, for giving me the job and seeing my potential and development and mentorship over this time.
Do you have a favourite venue/hotel/restaurant in London (or UK)?
It has to be The English Grill at The Rubens, I know I am bias, but it really is the best.
What’s your best advice/instruction for anyone considering doing what you do?
Enjoy being around people and enjoy being quite social. Be passionate about hard work and be flexible. It must be in your blood 24 hours a day.
Where’s a great place/s to take a visitor in London? (Or your city if not from London) i.e parks, museums, restaurants, shows, bar etc
Borough Market, South Bank and Shakespeares Globe. The walk down there is fantastic.
What travel destination is on your bucket list?
Vietnam and Cambodia.
What’s your ideal Sunday?
Come to work for a few hours in the morning, then enjoy a walk around central London. I find central London changes all the time, new places pop up and the streets constantly evolve. Then I’d head home and enjoy a nice dinner.
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