Paul Borg is the general manager at Crowne Plaza Newcastle, a 251-bedroom hotel with extensive event space and leisure facilities. He has led the venue for the past four years.
What was your first job (and what did it pay)? My first job was as a Bartender at Swallow Hotel in Stockton-on-Tees. Back then, it was £3.11 per hour, less than a cup of coffee today!
What is the best advice or support you've been given in business? Create a working environment where your team feel valued and motivated to succeed. Spend time getting to know them, involve them in decision-making, and create opportunities that enable them to grow and develop. This has served me well over the years.
What are the main changes that you've seen in your business/sector, and what are the challenges you're facing? There has been a notable shift towards prioritising the wellbeing of team members, particularly in response to the impact the pandemic had on the hospitality sector. It put millions of jobs at risk and resulted in significant psychological effects on service staff due to the uncertainties they faced. The most significant challenge right now is recruitment and retention, especially in middle-management roles, as people seek greater flexibility post-Covid. While salary is still an important consideration, I believe it's essential to go beyond that by offering a healthy work-life balance and comprehensive benefits package to attract and retain top talent.
How has the pandemic changed the way you work? Initially it was catering for a different clientele. During the pandemic we saw a rise in staycations due to reduced international travel. To instil confidence in our services, we implemented hand sanitising stations throughout the hotel. We continue to prioritise cleanliness with our IHG Clean Promise. If you find your room is not up to standard, you can inform reception, and we’ll promptly re-clean it or offer a room relocation. Now things are a bit more back to normal we’re seeing the usual mix of national and international customers.
Who is your role model in business? I don't have a role model as such, as so many individuals have shaped my professional growth throughout my career.
What would your dream job be? I'm in my dream role. I bet everyone says that, but it's true. I've always been motivated by creating exceptional experiences that leave a lasting impact on others. The hospitality sector is the perfect platform to do just that, whether it's a special occasion, social gathering or overnight stay. I'm privileged to lead and work alongside an exceptional team of individuals who prioritise customer service to make it happen.
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What advice would you give to someone starting out a career in your sector? My advice to someone starting a career in hospitality management would be to find a mentor and meet with them regularly. They'll provide excellent support and guidance when you encounter unfamiliar and challenging situations, which ultimately will help you grow into a better leader.
What makes the North East a good place to do business? It's a great place for any business, but for the hospitality sector, it's our cultural heritage and tourist attractions that draw tourists from both domestic and international markets, creating a demand for hospitality services. Newcastle is a vibrant city; we have the hustle and bustle of urban life with the beautiful coast and countryside a short metro ride or drive away. It's also exceptional value for money compared to the south.
How important do you think it is for business to play a role in society? It's essential. Businesses are key drivers of economic growth; they create job opportunities, generate income, and contribute to the overall prosperity of a society. We also have an environmental responsibility to recognise the importance of eco-friendly practices. At Crowne Plaza Newcastle, we’re rolling out the use of wooden key cards, have moved to compostable takeaway cups and invested in a building management system (BMS) to track electricity usage which has reduced our YoY energy use by 9%.
Outside of work, what are you really good at? Over the years, I've had the opportunity to engage in both amateur and international rugby, representing Ireland and Malta. Today, I continue to play rugby to unwind and reset after a busy week at work.