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Career Paths Q&A - SSP
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Louise Jedras
Louise Jedras
Operations Manager
SSP
Career snapshot
I studied Hotel Management at Manchester University and went on to secure a trainee manager role at McDonald's. I then left McDonald's and joined a pub company as a trainee manager. After gaining excellent managerial experience, I joined SSP as a trainee manager of a coffee shop in Victoria. I was then promoted to assistant manager at a thriving croissant shop in Oxford Street.
This role was particularly challenging; customers filled our tables almost constantly! After the success of this unit, I was relocated to Liverpool Street. I ran four units at this site and was promoted to group manager of Upper Crust in the months that followed. I was promoted to operations manager at Liverpool Street. After 18 years at SSP, I continue as an Operations Manager of 11 different locations, including: Reading, Guildford, Oxford and Swindon.
Q: What do you believe to be the most important skills, abilities or approaches to succeed in your role?
As an operations manager, I have found that an important skill is to be able to detach yourself from the units. If you become too involved in the unit's running, you become less objective in your observations for improvement.
Being thick-skinned is an important approach within my role - I take action where necessary and remain positive to incite a similar attitude within my team and colleagues. After all, how can a team give excellent customer service without the right attitude?
Q: What do you see as the primary role of an operations manager in the current industry?
My primary role is to ensure the smooth running of the units and to make sure the colleagues and customers are happy. I lead my team to achieve and exceed financial targets, within a commercial, retail catering environment and identify future leaders for the business through talent management and development. I make myself readily available to new managers and ensure that I visit their units regularly. I also make the effort to remember all the names of my team members and to have a meeting with every newly employed colleague within six weeks of them joining. I feel that this encourages unity from ground level upwards and keeps colleagues happy within their role.
Q: To what degree has your career trajectory been planned (as opposed to maximising opportunities as they arose)?
My progression through SSP has occurred both naturally through my drive and ambition and as a result of the extensive opportunities that the company has provided for me.
Q: What advice would you give aspiring professionals to advance to a similar position as yours?
Willing to be flexible is very important to succeed in this particular industry. Being prepared to move across different paths gives you a greater versatility as a manager, allowing you to progress your career further.
I would also advise anyone who is considering beginning a career in hospitality to consider seeking a role within a branded organisation. SSP has a particularly strong Learning and Development department, which allows team members to gain qualifications. In particular, our Apprenticeship programme allows colleagues to move upwards within the business. We're also working with Coventry University towards accrediting our L&D programmes to progress into a degree.
Q: What do you like most about your current job?
Working for such a large business is one of the best parts of my job, as it has allowed me to progress my career significantly and have children. Sending 'well done' emails is also a particular pleasure; I feel that it is important to recognise success at any level.
If you weren't doing this, what would you be doing for a living?
Well, as my parents were both teachers, I think I would have ended up as one too. However, I do admit managing a class of 14-year-olds would be more challenging than my current role!
Q: What’s next?
I'd like to carry on with my current role for as long as possible, as the location is perfect for me. Also, I have recently been appointed ambassador for Upper Crust, a role that allows me to influence the management of marketing, communications, supply issues and products. This is a new and exciting role, in which I hope to encourage better communication across the business.
For more information on careers at SSP please go to www.sspcareers.co.uk
