PA profile: Claire Hepworth

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‘Antony Lee is much more than a boss – he’s a huge inspiration too. He’s so passionate about his job, the hotel industry and especially The Mayfair that I simply bounce off his energy and dedication. He only joined The Mayfair as general manager in September, but we work incredibly closely and well together. That’s what keeps me so motivated.

‘I came to work at the Mayfair Hotel in 2008 after hearing about the position through the hotel’s restaurant manager, who I’d worked with before. I’d had a varied career up to then: working in an underwriter’s office, a fashion house and for a landscape and architecture firm before I joined The Montague on the Gardens Hotel in 2005 as a PA to the general manager. Once I started working at The Montague I knew I’d be working in hotels from then on. I instantly loved working in an industry that takes people out of their everyday lives and provides some luxurious respite to the humdrum.

‘In the hospitality industry, all jobs rely on your ability to interact and communicate with others – you have to be a good listener first and then someone who can turn those conversations into action. As general manager of the hotel, Mr Lee has literally hundreds of clients – my job is to help him maintain good relationships with all of them.

‘It takes about an hour and a half for me to get into work each day, and there really isn’t a typical day. I’m generally at the hotel by 8.30am and, while each day can vary dramatically, I usually leave after 6.30pm. My morning starts with a recap of Mr Lee’s meetings for the day and I provide him with any minutes and details he needs. Then I work through his emails. Mostly the day is about reacting to events, whether it’s to a complaint or a compliment, a guest request, or helping another department such as the hotel business centre or events and marketing department.

‘My duties as Mr Lee’s PA are a little broader than the roles I’ve had in the past. Whereas before it was mostly about juggling admin and diary keeping, it now includes co-ordinating Mr Lee’s diary, handling general enquiries via email, liaising with the press office, assisting in marketing, planning events and making reservations.

‘Hotels present a thousand challenges a day and you need to be both reactive and proactive and try to anticipate guests’ needs. Juggling so many different responsibilities can be challenging, but I thrive under pressure. For example, I recently organised a photo shoot with a famous businesswoman in one of our signature suites. Due to a slight hiccup in communications, she arrived and was taken to the suite, only to walk through the door and find the room in complete disarray from the previous occupant. With the help of the guest relations manager I had to jump into action and placate her with coffee and pastries at the bar while we worked hard to get the suite sorted out in 20 minutes flat.

‘The staff here at The Mayfair are like family and we treat the hotel like a private house. Mr Lee aims to make guests feel totally at home whenever they come to stay. I’m terribly protective of the hotel and of taking care of the needs of anyone who comes through the door. I love checking the VIP arrivals list and buying and arranging gifts and cards for them. I also sort out birthday, thank you and anniversary cards for all 380 members of staff.

‘As a PA, you have to be able to nurture relationships – it’s definitely one of the most important aspects of my job. The staff at The Mayfair are what makes it so special, and Mr Lee really cares about everyone as individuals. To keep everyone informed about what’s going on, I produce a daily staff gazette and work on the staff quarterly newsletter, which is distributed in the staff canteen.

‘Because I’m really into networking and helping to bring in new business, I also run the May Fair PA Club, which is a rewards programme for other PAs working in the Mayfair and St James area. There are lots of us now and getting together is really inspiring. It also works well for the hotel as I’ll book rooms there for their employers or company clients. I’m currently putting together an event for the May Fair PA Club members that could be our best yet. Our new celebrity chef, Silvena Rowe, will be showcasing her food at the event before we relaunch the restaurant next year. And because I’ve organised gorgeous waiters from a troop called Pearls and Pecs to serve us, it will be be lots of fun too! Best of all, it’s an opportunity to introduce all the various PAs to Mr Lee.

‘As a boss, he’s very tech savvy and carries two BlackBerries at all times, so I’m also hugely reliant on new technology. Having a finger on the pulse of the latest software packages for sending large files and being super-proficient at tracking and making meetings via Outlook Express – and BlackBerry phones! – is essential in my job.

‘I also answer all guest correspondence. Six years ago, I wasn’t really sure what TripAdvisor was about. Now it’s one of the most important factors in marketing and preserving The Mayfair’s reputation as one of London’s leading five-star hotels. I take great care to read the feedback on the site, trying to take on board any improvements we think are necessary and responding to as many comments as I can.

‘Being the PA for a hotel general manager means no two days are really ever the same for me, whereas in some corporate environments you can pretty much anticipate what the day will bring. Here, there are meetings with people from all over the world – you never know who’s going to surprise you by walking through the lobby.

‘That said, a lot of people think that I sit in a palatial office and eat lunch in the hotel’s fabulous restaurant every day, but the truth is my work is office-based and behind the scenes. Still, I can’t take for granted the fact that you rarely bump into Erin O’Connor or Usher when you’re working in a bank, whereas here you see so many celebrities you don’t have time to get star struck! I don’t get to meet them all personally, but I did meet JLS, who were gorgeous, as well as Peter Andre and Brendan Cole, who were both delightful and charming.

‘There are other really rewarding perks too. Staff discounts at hotels are brilliant and of course I can’t forget helping with Attitude magazine’s Sweet 16 party in the Crystal Room last May… It was totally fabulous, with lots of well-known faces, D&G models in underwear and a cheesy disco provided by Jodie Harsh.

 ‘My job has definitely helped me to grow as a person. It’s taught me that there is no point in panicking and that as things happen, you just need to stop, listen, think and then act. Things always work out in the end. I’m really proud of my job and feel privileged to work for a boss and company that keep me enthusiastic and motivated.’