Steven is passionately delivering 21st Century Hospitality. He is known as ‘The Hospitality Hero’, he’s a multi-Hotel Owner, Chair of Chester Hospitality Association and Vice-Chair of Liverpool Hospitality (Association), as well as a Committee Member for UK Hospitality (Northern Region).

Steven is a man on a mission to revive the hospitality Industry, with people, place and perception in mind. A big task…so what exactly is his plan? He is putting his heart, soul and cash into supporting an industry he’s been a part of for 30 years — one he’s willing to disrupt as he fears it won’t have a sustainable future if things don’t change — he is committing to being a leader of that change. Driven by his belief that evolution and history must unite to ensure the industry has a strong and sustainable future, Steven is facilitating industry events, collaborations and conversations, as well as developing training and offering consultancy support — to proactively encourage growth — growth of the industry as a whole, and growth of the people working within it, supporting and training hospitality leaders globally.

What is your story?

I was born in the UK, but when I was only 12 months old, the family moved 10,000 miles to the other side of the world to Adelaide, Australia, after my dad, who was an engineer in the UK, decided to change career and saw Australia as ‘the land of opportunity’.  As a family, my parents and I, plus my three siblings, then move to the Gold Coast when I was 13, this led to me embarking my career in the Hospitality Industry and at age of 15 when I got my first job in a resort, via my auntie, where I was cleaning windows in large holiday apartments.

Leaving school with very few qualifications, I had always struggled academically and believe I had (and still have) dyslexia, which went undetected as I navigated the education system.

Embracing the hospitality industry I built my career working in customer facing roles, hosting and welcoming guests, and organising social events and activities for them, as Activities Co-ordinator. This gave me so much knowledge and experience.

Five years after my first job in hospitality, I decided to returned to England with 3 of my mates and I found myself working in corporate hospitality in Chester — a far cry from the holiday destination hospitality of the BBQ welcome parties on the Gold Coast, but I loved the atmosphere and buzz of things like Chester Races that brought people together from far and wide, and was hooked.

This is where I met my now wife of 21 years. As I cut my teeth in the food and beverage industry, I went on to work across Industry for the next 17 years, working across Moat House Hotels, Macdonald Hotels, Jarvis Hotels, and BridgeStreet Serviced Apartments, undertaking many different roles and responsibilities.

I took on management training programmes to work up to the role of GM, whilst also experiencing hands on roles in the restaurants and bar areas too and I was also developed to upskill on the sales side of the industry, something I highly valued — until you go into that mode, you don’t really understand costs, you don’t really understand almost why you’re there. You just think you’ve just got to give the customers a good time, you don’t understand that it’s a business.

I have owned and run hotels for the past 30 years in the hospitality industry, I have also run/worked within restaurants, leisure clubs, student accommodation, serviced apartments and retail outlets.

I am passionate about maintaining and indeed enhancing the human connection as part of the hospitality experience, focusing on enhancing customer service with personal interaction and strong communication skills, passionately believing that tech and AI cannot replace true people skills.

I am looking to create a community of Hospitality Heroes — professionals who are ready and eager to fight for the industry to be its very best, and I have global initiatives lined up to help train, develop and celebrate these industry champions.

Alongside my role as multiple Hotel owner, I am the Chair of Chester Hospitality Association and Vice-Chair of Liverpool Hospitality (Association), as well as a Committee Member for UK Hospitality (Northern Region)… ‘The Hospitality Hero’, is a new strand to my work, and my H.E.R.O values are focused around:

• Heralding hospitality as a dynamic industry and crucial to place making of towns and cities.
• Economics & Employment — championing the impact Hospitality brings to Regions, the UK and the wider world.
• Respect & Retention — Educating, Developing, Training and Supporting Employees and Operators.
• Opportunity — illustrating the changes this Industry provides through People, Place & Perception.

I am dedicated to disrupt and take on my role as a champion for the industry, improving hospitality service and culture both in the UK and Internationally, I am keen to share the good, the bad and the ugly of the industry, to facilitate progress and create more positive movements around customer service and customer experience. Committed to showing excellence and encouraging the strive for perfection, via short sharp, practical training, collaborative events and insightful mentorship, I am owning what I see as a responsibility to lead from the front.

What is a business highlight?

I’ve won various different awards in my 30 years in industry, but a memorable one was winning the Caterer Acorn Award, highlighting the Industries up and coming stars under 30.

A more recent highlight is setting up The Hospitality Hero. I am about to launch my International Masterclass — the answer to hospitality success and savvy-ness! Empower people globally to go from manager to leader and become a future-proof savvy and smart ‘Hospitality Hero!’ You may ask, why HERO? Well, I feel the industry needs saving. So, I’m popping on my invisible cape and taking on the role as a champion for the industry, I’m dedicated to improving hospitality service and culture both in the UK and Internationally.

What is one of your favourite quotes?

A favourite quote of mine is from Karren Brady, Baroness Brady, CBE – “We should never confuse leadership with management. Management is about setting a series of goals and managing the people to deliver them. It’s very very very important but it’s not leadership. Leadership is about vision and sometimes that’s a vision only you can see but your art as a leader is to persuade people to believe in your vision and help you deliver it.”

What a fantastic quote and I think that’s so true! When you’re opening your venue, when you are running your department… there is a significant difference between running the day-to-day and actually leading and getting your team to deliver this for you. This quote spoke volumes to me, it’s a reminder to regularly check in and take the time to focus on product, team, venue, recruitment and business — to lead and develop, don’t just be a manager!

How do you fit in work with the family?

I am a huge family man and they help me so much on this rollercoaster journey.

I met my wife through working in the industry and we’ve been married 21 years. We have 21yr old twin daughters, and a 18 year old son who have all been actively involved in the family business. My sister is also part of the business too and a huge support. I am extremely proud of ‘Team Hesketh’ and hospitality is the core of what our whole family do.

Although we spend time together in the business, we also ensure we have dedicated family time. This year we’ve been on a great tour of America and also Singapore. And, we always try to schedule time for a good Carluccio’s brunch every month.

What do you enjoy doing outside of work?

I love traveling around the world. But, I also love exploring what is on offer in the UK. We live and work between Chester and Liverpool and I love both cities. I particularly love it when the Chester races are on, there is a real buzz in the city.

What advice would you give your younger self?

Be bold. Be confident. Don’t be afraid to ask questions.

What’s next?

I’d love to create a movement where the hospitality industry becomes an industry people love to work within and where the next generation aspire to work within too.

I am looking to create a huge global community of Hospitality Heroes — professionals who are ready and eager to fight for the industry to be its very best.

Links

Website: thehospitalityhero.com

Facebook: https://www.facebook.com/thehospitalityhero

Twitter X: https://twitter.com/stevenhesketh

LinkedIn: thehospitalityhero