Case studies: Senior headwaiter: Katie

Katie studied tourism and hospitality management at Robert Gordon University, graduating in 2003. She now works as the senior headwaiter of the private dining department at The Gleneagles Hotel in Scotland.

At university I undertook a university placement at the Carnegie Club at Skibo Castle where I achieved supervisor level. After graduation I was appointed to the post of food and beverage supervisor at Skibo where I achieved levels 1 & 2 of the Wine & Spirit Education Trust and was awarded a three-day course at a vineyard in France. As supervisor I developed new policies and procedures such as a staff induction pack. In 2009 I spent five weeks working at a private resort in Hawaii.

In 2010 I moved to the Gleneagles Hotel as head waiter and achieved a HIT Scotland Junior Management Scholarship. I also achieved the Annual Award of Excellence for the Academy of Culinary Arts. In 2011 I became an Ambassador for Springboard and joined a panel of judges to evaluate the Future Talent Restaurant sponsored by the Federation of Chefs. In July 2011 I was appointed into my present role. One on my greatest achievements has been recently becoming a finalist of the Savoy Gastronomes Olive Barnett Award 2011.

My role as senior headwaiter is to oversee the day-to-day running of the operational side of events including weddings and business meetings for 2-300 people.

Challenges within my role occur on a daily basis. My most recent challenge was when I had a function for 200 people who were all expecting to go to the main bar which was not available. In order to resolve this issue I quickly made up a temporary bar and the guests were totally unaware of any problems.

Overcoming challenges and using my creativity is what I love most about my job. I leave each day with a sense of satisfaction knowing that my guests have enjoyed their time with us and that I have led my team successfully.

For all those who wish to join the hospitality industry, I have a few pieces of advice:

• There are highs and lows within every shift but learn from your mistakes and begin each day realising you can make a difference. 
• Don’t be afraid of hard work - the hours can be long and it can often be difficult to work when others are enjoying themselves. Take the opportunity to network and meet new people. The friendships I have made have led to international holidays and work experience. 
• Be creative. The industry is changing and evolving and needs enthusiastic and creative people. Offer your suggestions at meetings and get involved.

Hard work, creativity, confidence, determination and pride will take you far in one of the fastest growing industries in the world.