LGBTQ+ in the service industry

The hospitality industry has been a LGBTQ+ community supporter and top employment sector for years and it globally recognises the need to change the way employers operate globally in order to be more diverse.

This series of interviews will be looking into the career and inspirations of top industry leaders/figures to celebrate one of the most diverse employment sectors.

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What does “diversity” mean to you?

A diverse workforce makes for a better work force. Diversity to me, means opportunity and understanding. Never being satisfied and wanting to learn more about people. A business that is representative of everyone makes for a better machine! Plus, of course, it's always amazing to see people grow in any industry.

During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

I think many LGBTQI people have been through challenges beyond the norm, so I'd like to think I have a good understanding of people and what makes them tick and an understanding that people grow and succeed when they feel safe and valued. One of my proudest moments was when we persuaded our company to not stock Russian vodka as the Russians had introduced significant laws aimed at oppressing gay people. Leading that was amazing and something to shout about. Together we are strong.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Don't hide your true self and if in doubt seek help and support. There's lots of groups out there who can help in all areas of business and industry. Look to see what your company does to support LGBTQI people. Research them and ask around.

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now (i.e. policies, support…)?

I think the biggest change is how LGBTQI people are for more accepted than they were say, 20 years ago. As a gay man, you come out to people every day, it's just the way it is, but I see it changing and for the better too. Companies are far more engaging with their workforce and the best employers want to find out how to get the best from their people, irrespective of gender or sexuality.

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?” the Orlando shooting a few years back really hit me, it could have been any gay bar in the world, and it made me reflect on what we could all do better. Our community is strong when together and I hope it continues to be so.

Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

I was very much involved with the gay scene in my early part of my career in hospitality, working I. Some of the biggest bars in London. I've worked for businesses that have sponsored football teams and rugby teams and made it their business to ensure that people had spaces to join with other LGBTQI people. I am now a supporter of mermaids which is a trans youth charity, it's an area I learn about everyday... I'm also, supporting Stonewall Housing with a beer made to support them through a donation per pint sold by Portobello Brewery... It’s called Polari which is brilliant... I've 2

always been impressed with the diverse number of charities out there and hearing from brewers who want to help our community has been a real highlight.

What do you think could improve for the LGBTQ+ community in the employment world?

If someone had said to me 18 months ago, we would be adding pronouns to our email addresses and social media...

I'd have said it would never happen... Yet it’s now more common place and that's a real positive. The most important things as I see it are getting the best from people and you do this by making them feel valued, supported and understood. A good company will enshrine this and get all the benefits of a productive workforce.

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What does “diversity” mean to you?

It means we are all different and we love that. Diversity is a must, not an option; a non-negotiable 24/7.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Same recommendation in or out of the community really: Be you! Speak up. Ensure you are working for organisations that live up to their values and surround yourself with positive vibes. Keep moving until you find the sweet spot.

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

A few to be honest, but let’s go for…Uniforms! Many of our policies in hospitality are still ‘old fashion’. How people feel when they are at work is key- we have the power to change things, even simple ones like our work uniforms. How about thinking of diversity when we design our uniforms? let’s make a few different ones and let employees CHOOSE. What do you think could improve for the LGBTQ+ community in the employment world?

Particularly in HR, we need to move away from ‘one fits all’ policies and procedures. We need to work with our business leaders to keep embracing diversity and act when there is none. We need to share and reinforce diversity leading by example.

Support those who need it and move away from labels!

LGBTQ+ community, you are very much loved! �

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What does “diversity” mean to you?

EVERYTHING! Business is about appealing to everyone, how can you possibly have a successful product, service or business that appeals to everyone if you don’t have a fully immersive During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

Well over the course of my career and life, during the early years, until my mid-30’s I was a very active and published LGBTQ+ rights campaigner. I decided early on that I would make it part of my business to ensure that my passion for the rights of the community that I’m part of were front and centre of any business I was involved in. It’s also fairly impossible to ’stay in the closet’ when your face is plastered all over a gay magazines, TV and Pride parades lol.

I believe in treating people how I want to be treated, I’m known for my relaxed but professional business style, my humor in business dealings, my boyish good looks (kidding! LOL) and that I’m a driver for change. Every business I get involved with I want to ensure is operationally and financially the best it can be, I also want to push the team involved to be the best they can be. Overall I think I create value for boards, the team, myself and the wider community.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Absolutely do no put up with it! For the first time in over a decade recently I personally have experienced discrimination myself, which honestly, I thought I and the industry were past. My advice is finding something else immediately, do not make yourself unemployed unless you really have no choice, and then once you are safe and secure financially again, call a lawyer! We as a community have to stand strong and firm on discrimination, it is not acceptable and the only way we will stop discrimination is by ensuring those committing it are held accountable for their actions, options and behaviors.

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)

LOL soooo much, this will be novel if I start listing out the changes.

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

My mantra in life as well as business is ‘change what I can’t accept, accept what I can’t change’, I rarely accept I can’t affect a positive change if I can’t accept something.

As per my first answer, I spent a huge part of my career campaigning to change the way the motoring industry and the insurance industry treated LGBTQ+ community members both as workers, buyers, suppliers and as people in general.

I suffered horrendous discrimination in the business and motoring world will I first moved from owning and operating LQBTQ+ bars, lodgings and nightclubs (my first business at 18yrs old) into the ‘professional’ world. I decided within 2yrs of constantly experiencing this on a daily basis that I needed to do something to change this.

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Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

Too many to mention, globally.

What do you think could improve for the LGBTQ+ community in the employment world?

I still think we do not recognize LGBTQ+ partners rights as much as we should or could from a legal point of view, they are getting better, but I think we still have some distance to travel on that.

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What does “diversity” mean to you?

Apart from the obvious benefits to organisations around a having a diverse workforce - but let us forget about companies’ profits for now. It means a couple of things personally. Firstly, it means that the minority groups that make up a diverse workforce / community can be heard as a collective voice to drive change. I have always thought that if the minority stuck together then the majority would have nowhere to hide. Bit dramatic but you get my point.

Also, life is just more interesting when you live in a diverse world. What on earth do straight, white middle-aged men talk about?

During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

This is a difficult one to answer personally. I describe my closet door more of a cat flap over the years, peeking my head outside to see if the coast was clear and if I was brave enough to leap through. Depending on the organisation I often popped back to the other side. I never wanted to be an out proud member of the LQBTQ+ community especially at work, I was a ‘keep your head down’ kind of guy. After a personal tragedy one of the Exec where I worked spotted that I needed something to take my mind off what was going on and I was asked to work with Sodexo’s Global Pride team, this was to get their UKI Pride Network off the ground. It was an amazing experience and the exposure to the Global business and the UKI exec really made me decide that being an out, proud, and visible senior role was important and rather nice. Not only that, but it was also going to be the only role in my career that would have such a positive impact on so many peoples personal and professional lives. So, my advice is put yourself forward to raise your profile and get yourself a senior sponsor to champion you.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Thankfully, situations of discrimination are getting less and less but I still hear of some horror stories. My first bit of advice is to make sure that you do your research into the culture of an organisation. Check that it delivers on its D&I strategy. Ask recruiters for feedback from previous placements. I have been in situations where all the wording is there, but it does not translate into behaviour. If you are facing discrimination currently, try and work out if it is an individual that is driving the poor behaviour and not the culture. If it is an individual document everything, dates, times etc and take it to HR. Why should you leave because of an individual? If it is the culture, then plan your escape.

You will never win, so look after your mental health and get out.

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)?

When I started in business there was no such thing as D&I so being out at work for me was out of the question. So, I think it’s fair to say there were no policies on anything so it’s hard to compare against with regards to best practice from then until today. What I would say is that over the last few of years I have seen a huge shift in company cultures where the senior leaders live the values that ensure equality is forefront day in day out, they do what they say they are going to do. I think that it is important that we level the playing field between all colleagues to ensure everyone can bring their whole selves to work. Easier said than done when the SLT act more important than the people who put money in the till, we’re all equal after all right?

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Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

Not really, I think I am more the kind guy that likes to champion the people that drive change. Tend to do that at work to be honest, I always say to my team that my role is to create an environment for them to flourish, so happy to be on the support team.

Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

Yeah, when at Sodexo I was one of the drivers to push the organisation to get involved with LGBTinFM. I could see the long-term benefit of it and was determined to keep our foot in the door. I remember being in one the first meetings where we were all tasked with coming up with the name. I am useless at that type of thing so it has nothing to do with me just so you know. I cannot tell you how proud and pleased I am to see it flourish; they have done an amazing job and are making a real impact in the LGBTQ+ FM community. If you are in FM, take a look and become a supporter.

What do you think could improve for the LGBTQ+ community in the employment world?

More support for the Trans community, there just anywhere near enough which is disgraceful. Connected to that is specific mental health support for our community. You would be surprised sometimes how straight specific it is so more work there for sure. I also think that there needs to be more training for managers to understand more about how our community has or may struggle with mental health more than most. I have often had conversations with people explaining exactly what growing gay is like. It can be very tough as we know but just because Graham Norton is on the telly does not mean it is all sequins and laughing now.

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What does “diversity” mean to you?

Everyone being part of the business regardless of colour, sex, sexual orientation and everyone feeling happy and genuine During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

When I first worked in our great industry my then GM was a real good leader and he was Gay! I just remember thinking it is ok to just be me, I then went to a very successful career with the virgin group for over 16 years and we really encouraged all team members to be true to who they were. I am general Manager at Galvin at windows at the London Hilton on Park lane, the Galvin Brothers have such a strong culture were everyone can just be, this really allows our service to be happy fun and genuine Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Be yourself! I know this is easier said than done but it is so important to just be your true self and enjoy the journey!

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)

I really feel things have moved so far over the past few years, I genuinely think that our industry is a true leader in how we manage and support people from all sectors today it is so normal to just be who you are., I look forward to the day we no manager have to put emphasis on our sexuality but we can just be!

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

I remember a young guy who came to work for me many years ago told me in confidence that he was Gay and he was a little worried I remember thinking we need to support our teams and makes sure they know and feel it is ok to be yourself, we then supported pride and offered a pride cocktail to celebrate this showed our team we fully support this and of course with me leading the team it was very nature!

Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

When I was the General Manager at Roof Gardens we worked closely with the Elton John Aids Foundation were I founded an event called Revival this started as a small lunch for 50 guests and raised 4k for the foundation the last event we did was hosted by the fab Alan Carr had 220 for lunch and 500 guests in the evening and raised over 85K, I really think giving back and supporting our LGBTQ community.

What do you think could improve for the LGBTQ+ community in the employment world?

I think we need to put more focus of younger people who are looking for a career and showcasing how safe, fun and successful a career in hospitality can be! Am a gay lad who battled with my own sexuality for many years but when I got my first job in London, I felt safe and secure to come out and meet other colleagues who were gay they have 9

become lifelong friends! Today I am very successful General Manager working with the fabulous Galvin Brothers and we really encourage our teams to always be there true self!

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What does “diversity” mean to you?

Within the hospitality context, diversity means mixture, from various cultures, backgrounds.

During your career in the service industry, what has made it possible for you to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

Consciousness of who I am and what I want to gain from being a part of this vast industry.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Yes! stay true to yourself and learn as quickly as possible how to be independent.

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)

Yes! Today, there is more support for the LGBTQ+ community. There is a greater acceptance and reliance on LQBTQ+ persons, as "hospitality" has come to realize that this industry needs us to survive. We are dynamic, diverse and brilliant.

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

Yes! Condescension Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

None What do you think could improve for the LGBTQ+ community in the employment world?

Nothing! One must own himself and realize that it's their responsibility to live the best life they can.... change must start with oneself.

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What does “diversity” mean to you?

Celebrating the fact that everyone can be whoever they want without prejudice or need to suppress it During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

Having key role models who are proud to be LGBTQ+ and a leader inspiring and mentoring me along the way.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Don’t let it happen. Be yourself every day and if you face discrimination there is ALWAYS someone who is willing to listen and support you.

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)

In the late 90s it was still rather taboo and most of our public figure role models were on carry on films or in drag. It really was a difficult time to stimulate positive role models to come forward. That has changed and it has made it more natural for young people to feel comfortable in themselves.

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

The stigma attached to ‘straight roles’ and ‘gay roles’ for example the kitchen and front of house still exists today and needs to continue to be something for change. More gay head chefs please!

Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

Diversity role models made me a role model and I thoroughly enjoyed the journey although I think the kids outgrew the message a little.

What do you think could improve for the LGBTQ+ community in the employment world?

More positive role models standing up and cheering on the next generation as not all businesses will have them.

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What does “diversity” mean to you?

Diversity means breathing life into a space with ideas and talents from people of different backgrounds & experiences.

In my experience, in business specifically, diversity can also be a means of performative change.

A company promoting Diversity & Inclusion but failing to meet these promises with the actions necessary. Some examples might be creating a safe space for the inclusion of idea sharing, performance evaluations, opportunities for advancement, or speaking up and dealing with that homophobic joke is told. More needs to be done to stop diversity from becoming a label shared by employers and one that is instead given by their employees.

During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

The service industry can be a great safe space for those in the LGBTQIA2S+ community to learn and advance but this can also be at a cost. I am not sure if my work ethic and dedication to what I do came naturally or not. I think these could be learned traits from school and early career path trauma of telling myself ‘if I perform well in this task, my sexuality won’t matter, the joke won’t be said, I will fit in’.

As an employer who now recognizes this, I get to be part of creating an environment that supports everyone to be their personal best. I am a proud member of the community and this is one way I now give back.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

The LGBTQIA2S+ community is not monolithic. Our experiences before we enter business are valuable lessons that must be allowed to shape us in our roles. Do not allow yourself to live in complete separation of work-life & homelife. Put yourself in an environment that showcases who you are. It took me a long time to accept self-worth. This selfactualization led me to the confidence in standing up for yourself and now being part of creating the safe space for others.

We can stand up for ourselves in different ways but it’s important to know that for every company doing wrong by its people, there are two doing right. It is your power to choose if you can impact change in that situation or if you need to exit yourself for your safety or mental well-being.

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)

It wasn’t long ago employers did not know what unconscious bias is, let alone complete training to support the eradication of it. People are becoming more in tune with how society raised them and the things we can be grateful for and the things that need immediate change. We need to continue running our company policies like we want the industry as a whole. Remember, our representatives in government often introduce policy that matches best practice in business.

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Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

I am fortunate enough to work with colleagues who share the vision of impacting change in an industry that far too often operates outside business norms. We are not perfect and when we hit barriers, we find the best way to fix it, then shift to how we can impact that same change outside of our organization. I am open and eager to be involved in more of these conversation with others over the course of my life.

Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

There have not been any specific one organization on my path but there are so many more resources out there for those who need help.

I do however support many organizations. One being Covenant House Toronto. While they are not specifically a LGBTQIA2S+ organization, Covenant House is the largest agency in Canada serving youth who are homeless, trafficked or at risk. They work with youth experiencing homeless to get them the skills to find work while providing a safe place to stay. LBGTQIA2S+ youth are 120% more likely to experience homelessness and make up 25%-40% of the current homeless population in Toronto.

What do you think could improve for the LGBTQ+ community in the employment world?

LGBTQIA2S+ lives improve when sexual misconduct and harassment illuminated, when organizations and policy repeat that Black, Indigenous & POC lives matter, when xx While having very different experiences, we live in an employee market and employers are more willing than ever to give the time and space needed for change.

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What does “diversity” mean to you?

Diversity is strength. It's important to surround yourself with people from all walks of life, you can learn every day from someone with a different perspective. Imagine what we could achieve if we are always learning?!

During your career in the service industry, what has made it possible for your to be a successful leader and at the same time, a proud member of the LGBTQ+ community?

A few years back when I was still a hospitality assistant, I used to work with a manager who was unapologetically himself. At work events with director and MDs he always brought his husband, he was loud and proud and never cared about people's opinions. I got so much confidence from him and felt more comfortable coming out in the workplace.

Still nowadays, I look up to him as fearless leader.

Do you have recommendations for any LGBTQ+ people entering the employment/business world who might face situations of discrimination?

Reach out. There will always be someone to support you, whether that's someone in your friend's circle, your family or online with groups like gaycentre.org who can support you. You are never alone!

Have you noticed any differences from a best practice in the business perspective, as an LGBTQ+ person, between when you started compared to now? (policies, support…)

When I first started working at 15 years-old, it was very tough to be yourself the industry. There was little to no space to be who you are but nowadays people's minds are being changed. With the legislation changing, it encourages people to be loud and proud. There is still a long way to go (i.e. conversion therapy is still legal in the UK) but there are so many steps taken that society is taking us seriously, one step at a time.

Has anything in your professional career (or maybe personal life) that has made you think or say, “let’s change this for the community?”

COVID-19! I've always wanted to work for charity and do my part to help the community, but I was always too busy with work and life. Like most of us, I was at home on furlough and not having much to do, so I decided to volunteer with St John's ambulance and become a vaccinator. I've really enjoyed doing it, it's great to be able to actively support to others.

Have there been any LGBTQ+ organisations, groups or places that have been part of your journey?

Graysons are really supportive of the LGBTQ+ community and together with colleagues and Directors, we have started a LGBTQ+ group which aims to support all our colleagues and promote equality thorough partnership and understanding. We want to help the world be a better and more accepting place, one step at a time.

What do you think could improve for the LGBTQ+ community in the employment world?

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In my opinion the next thing we, as a community, need to push forward in is the inclusion of our trans sisters and brothers. There is a lot of misunderstanding from the average person about what trans, non-binary and beyond the spectrum is. I think the first steps are to educate, making our HR processes genderless and introducing the beauty of these people.

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