Carol Beltran – Human Resources Administrator

“Being able to manage change effectively is a highly valued skill. But when your health, your colleagues and the place you work all change at once it all becomes a little more personal”

That’s what happened when Carol Beltran was diagnosed with pulmonary restrictive disorder and could no longer cope with the physical demands of her job as head housekeeper with Macdonald Swan Hotel at Grasmere in Cumbria. Carol’s health problems meant she had to make changes but she dealt with them successfully. Carol and her manager discussed other roles that were a good match for her skills and Carol decided that taking on the role of receptionist at a different hotel within the same company would suit her. She started her new role in the luxury Macdonald Old England Hotel & Spa in Bowness on Windermere and has since progressed to a post in the Human Resources (HR) team working as an HR Administrator.

Employer’s story

“Our industry is unique because people from all walks of life and backgrounds can access a range of opportunities,” says regional HR and training manager Karen Irving. Karen believes that the range of opportunities and the different routes to employment that are available in the hotel industry give employees the option to change job roles and to develop more easily than in other industries.

Karen says: “Carol has the patience and loyalty that is needed for her role, as well as the people skills that are necessary for working in HR. She is also methodical, which is a very useful asset in her job.”

Karen is convinced that personality and the right attitude are the key to successful recruitment in the hospitality industry. She says:” You can train people to do most things, but you can’t train them to have attributes such as friendliness.” She recognises that her organisation is particularly committed to supporting staff who become ill but believes that there is much employers can do to retain staff. She says: “It’s about recognising the skills of employees, looking at the requirements of a job and trying to match the right person to the right job.”

Employee's story

Although she still has health problems, Carol has never had to take any sick leave since moving to the HR department, and the move to an office environment has been much better for her health than her previous job in the housekeeping department. She says: “I get lots of moral support from Karen my manager and my regional general manager. When I moved to the hotel, I received a warm welcome from all the staff, especially the reception manager, which helped me to settle in.”

As an HR administrator, Carol has various responsibilities which include organising inductions for new staff and helping managers implement health and safety legislation. She has to keep up to date with changes in different aspects of the law, particularly in relation to legislation for migrant workers. Carol enjoys the multi-cultural aspect of her work. She says: “I get to meet staff from so many different cultures and it’s quite interesting to learn about their different approaches to work.” She adds, “Some of the staff have difficulty when they first join us with the English language so sometimes interpreting or helping to complete forms can be interesting!”

Learning curve

Carol has found the change to a new role challenging but enjoyable. She says: “I’ve been on a learning curve – for example, I’ve had to learn the difference between giving information or advice to employees rather than offering personal opinion.” She has also learnt much in recent years about what it means for employers to genuinely care for their staff. “I think that the company realises that if staff are looked after, then guests are looked after” she says, ‘and that is led from the top’.

Carol still has ongoing health problems but in the meantime, is doing well in new role and hopes to have her knowledge and skills formally recognised with a professional qualification in HR.

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