Posted: 3rd June 2015
Laura Morris - Visitor Centre Operations Manager
Age: 27
Lives: Faversham
Career: Laura grew up in Faversham and attended Queen Elizabeth’s Grammar School in the town. She studied Sociology and Criminology at the University of Kent, and during her summer break from university, began working as a tour guide and visitor centre assistant at Shepherd Neame. She continued working part-time for the brewery throughout her studies. After finishing her exams in June 2011, Laura began working full-time for the brewery as visitor centre co-ordinator. In January 2012 she was promoted to venue manager and senior visitor centre co-ordinator, then in July 2012 was appointed visitor centre operations manager.
Work-related qualifications: BIIAB Award in Beer and Cellar Quality; Welcome to Excellence courses: Tourism; Lead, Motivate and Succeed.
Favourite Shepherd Neame beer: 1698 Bottle Conditioned Ale
What are your main responsibilities? To oversee events at the Shepherd Neame visitor centre, The Old Brewery Store and the brewery shop; and manage our team of 30 full-time and part time staff.
What does your role involve? There really isn’t a typical day. If I’m in the office, I complete administrative tasks, such as taking event bookings from customers and looking after the rotas and holiday requests for our team. I spend most of my time planning and overseeing events, from tours and Beer and Food Evenings in the visitor centre, to entertainment at The Old Brewery Store such as our monthly Comedy Night and the live music evenings. We also host weddings, parties and corporate functions at the brewery.
What personal characteristics help you in your role? Being flexible. You have to enjoy and embrace variety in your work, and be happy to turn your hand to any task. It is also important to be a people person, a crucial skill when dealing with customers or staff.
What are the most rewarding parts of your job? Making customers happy. Whether someone tells you they have had the perfect wedding day, or just compliments you on a great brewery tour, it is a fantastic feeling.
What is tough about the job? The long hours, particularly working at weekends. I normally work at least two weekend shifts each month, often until late in the evening. Luckily I live within walking distance of the brewery so it is quick to get home. From time to time, we also have to work with difficult customers, which can be tough. I have a lot of experience in dealing with these situations, however, and can normally turn them around to create a positive outcome.
Why did you go into the hospitality industry? I didn’t know what I wanted to do for a career when I chose my university course. I initially started working for the brewery in my holidays because it was local and I needed some extra money, but I found I really enjoyed the variety and pace of the job. When I was offered a full-time role after university, I was delighted. I literally finished my final exam and started at the brewery the next day.
How did working for Shepherd Neame while studying affect your career? Working for the brewery Shepherd Neame part-time for several years during university helped me realise that I wanted to pursue a career in hospitality. It also allowed me to build up experience and develop my skills so I have been able to progress professionally in a fairly short space of time.
How has the company changed since you joined? The visitor centre has really expanded what it provides. The Old Brewery Store opened just after I started working full-time in 2011, which increased our capacity for events. We run twice as many tours, and our wedding offer has become particularly popular.
What are your hobbies and interests outside of work? I love going to the theatre, either the Marlowe in Canterbury or London’s West End when I have time.
What advice would you give someone considering a similar career in the hospitality industry? Start at the bottom and work your way up, learning as much as you can from those above you. Because I had a wide range of experience at the brewery, I was comfortable moving into a managerial position, as I had done it myself and knew all the different roles inside and out.