From a Reception job to leadership: How passion drives success in hospitality

At Accor, we believe every journey in hospitality is a story of growth, challenges, and passion. 

We sat down with James Wan, Food & Beverage Manager at Mercure London Bridge, to dive into his experiences and learn how he transitioned from media studies to mastering the art of hospitality.

His story is one of adaptability, curiosity, and embracing diverse cultural perspectives. 

What sparked your interest in hospitality?

"During high school, I was really interested in media studies, creating videos and films, and that was my initial plan for university. But I ended up choosing a business management degree because it offered a broader education. 

My perspective changed as I traveled and stayed in some amazing hotels, and that’s when I knew hospitality was where I wanted to be. So, I took up hospitality for my Master’s, and that was a turning point."

How do you view career progress within the hospitality industry?

"I believe progress is guaranteed if you’re passionate and motivated. In hospitality, there are endless opportunities across different hotel types and areas. 

Timing also plays a big part in it—each of my promotions happened when the position above me opened up. If you’re keen on growth, transferring within a hotel group is quite accessible." 

Tell us about your experience working in Hong Kong 

“Moving to Hong Kong during the lockdown was an eye-opener. The work culture and ethics are very different from what I was used to in the UK. 

The work culture resonated with me as it mirrored aspects of my own upbringing and how my parents work. And the timing of being there during the pandemic meant we primarily had local guests, which gave me insights into different guest preferences and needs.

 It was a valuable lesson for me, especially now as a manager—I actively seek my team’s input and create space for ideas to flourish, adapting as needed.” 

How does it feel to be back at Mercure London Bridge?

"It felt great to be back! The timing felt perfect as everything started opening up again after the pandemic. Returning to a familiar place but in a new department presents exciting challenges. 

At this time, I was focused on helping us maintain pre-COVID business levels, which kept things dynamic and interesting."

What advice would you give to someone new to the hospitality industry?

"Jump right in during the first year—even if it’s not exactly where you saw yourself. If you’re passionate, you’ll enjoy it. 

I started in reception and this hands-on experience helps you understand how each department works, which is beneficial if you’re aiming for growth. 

Show interest, ask questions, and learn from those around you."

Let your passion lead the way to a successful hospitality career 

James’ journey illustrates the richness of a career in hospitality—from adapting to diverse cultures to gaining experience across various roles. 

His story highlights the importance of embracing challenges and the value of continuous learning. 

Unlock a hospitality career that can take your career to new heights with Accor today. 

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