The excitement of creating memories

Alistair J Campbell, GM of The Queens Hotel Leeds shares some insights to his career and housekeeping, ‘the backbone of our operation’

Q We know the recent re-brand has proceeded with exciting plans during 2024 to bring the hotel into the 21st century while showcasing the value of its history and heritage within Leeds. And that the hotel received a Tripadvisor Travellers’ Choice Award this year. Tell us more about what’s been happening and how you look forward to 2025.

The Queens Hotel, a Grade II* listed building, underwent a significant £16 million refurbishment in 2021, which allowed us to enhance both its historical elements and modern features. In 2023, we were acquired by Pandox, and with their support, we’ve embarked on an exciting rebrand in 2024, focusing on blending contemporary luxury with the rich heritage of our property.

Receiving the Tripadvisor Travellers’ Choice Award in 2024 was a proud moment for our team, as it reflects our commitment to delivering exceptional guest experiences.

As we look toward 2025, we are prioritising sustainability, having just been awarded the Green Tourism and Green Meetings Gold Award. We’re proud of this achievement and plan to continue reducing our carbon footprint while enhancing community engagement through a comprehensive ESG policy.

Q A factor in all the changes has been developing a strong and close-knit team of likeminded individuals who share a passion for exceptional customer service. How’s that going, and what’s planned to make the most of this? I’ve always believed that a hotel’s success is defined by the people who work there, and at The Queens, we’ve worked hard to cultivate a welcoming yet professional environment for both our staff and guests.

We’ve invested in growth opportunities for our team through training and mentorship, which strengthens the bond between us and drives our shared passion for delivering great service. Moving forward, we’ll continue to nurture a team culture that encourages collaboration and personal development, ensuring that everyone feels part of our transformation journey.

We’re also proud ambassadors of our Blueprint training, which serves as the foundation of our service delivery, keeping the team aligned with our values.

Q Following on from that, what initiatives are you involved in, or would like to see developed, to encourage fresh talent into our sector? That’s young people completing education, returners to work and perhaps the over-50s, many of whom are up for new challenges and a change of direction.

Partnering with Leeds Beckett University has been a particularly rewarding experience for us, as we actively engage with hospitality students and help them start their careers. I am passionate about attracting young talent, but equally committed to supporting career returners and those over 50 seeking new opportunities.

I believe in creating clear pathways into hospitality through education, mentorship, and training, ensuring that people from all walks of life, regardless of age or background, feel welcome in this industry. We have a great team at The Queens, and this supportive, inclusive culture is part of what makes it such a special place to work.

Q Your support for housekeeping teams is well known – we’ve seen the Linkedin post showing you on your rounds with a trolley packed with goodies and treats for The Queens housekeeping staff during Housekeeping Appreciation Week. Now’s your chance to share some more praise of housekeeping manager Anne Fernandes and her team.

Anne Fernandes is truly one in a million, and her team is the backbone of our operation. Their consistent dedication ensures that the hotel runs smoothly and that our guests always have the best possible experience. During Housekeeping Appreciation Week, we made a special effort to recognise their hard work, but truthfully, they deserve recognition every day. Their commitment and professionalism are integral to the success of the hotel, and I couldn’t be prouder of them.

Q There’s no doubt housekeeping has been undervalued in the hospitality ‘pecking order’ in the past. Is that changing, and what can general managers like yourself do to support executive housekeepers and the people they oversee?

I do believe that perceptions are changing, as more people are starting to realise how essential housekeeping is to guest satisfaction. Housekeeping is no longer seen as a back-of-house role but is increasingly recognised for its direct impact on the guest experience.

General managers can support housekeeping teams by ensuring they feel valued, providing them with the resources they need, and acknowledging their contributions not just praise during events, but consistently. Regular recognition goes a long way in making them feel appreciated.

Q You’ve been at The Queens since the start of 2021, having joined Radisson Hotels in 2012. That move came after an already impressive career with the likes of Thistle, Hilton, and Crowne Plaza. But what attracted you to hospitality? Please share your story. Did you take up a role straight from school… and simply climbed the ladder?

I’ve always been drawn to the dynamic nature of hospitality from a very early age. I began my career in Glasgow with Stakis Hotels at 17, working in bars and restaurants, and never looked back.

After joining Radisson Hotels in 2012, I had the opportunity to open The Park Inn in Glasgow, and in 2014, I moved to Manchester to run the Park Inn Manchester, followed by managing the flagship Radisson Blu Hotel at Manchester Airport. The chance to oversee the refurbishment project of The Queens in 2021 was simply too big an opportunity to miss, and I feel genuinely privileged every day to work at such an iconic landmark in Leeds, a city steeped in history.

What excites me most about this industry is the ability to create memories in the heart of Leeds by empowering our teams to deliver unforgettable experiences for our guests. Every day is different, and that’s what makes it so exciting and rewarding. Along the way, I’ve been fortunate to work with some truly incredible people. They say if you enjoy your job, you’ll never work a day in your life, and I’ve found that to be true. While the days can be stressful at times, the pride I take in developing future talent and watching their growth in this amazing industry makes it all worthwhile.

Q Excuse us for saying so, but that pretty lengthy career to date means so many people in our industry know you. But do they really? Tell us about your life away from hotels: friends, family, pets, travel, sports, hobbies. We’d love to surprise people with a ‘’Well I never knew that about Alistair?’

I absolutely love to travel and will take any chance for a long weekend getaway in Europe. I live in Ancoats, in the heart of Manchester, surrounded by fantastic restaurants and cafés, which I really enjoy exploring.

A leisurely Sunday walk along the canal is my way of unwinding, and making time for family and friends is always a priority for me. They are incredibly important to me, and I always make sure to plan regular catch-ups. I probably sound quite boring, but I truly enjoy life to the fullest and will never turn down a chilled glass of Sauvignon blanc!