In a world where career paths often evolve, transferable skills serve as the bridge between industries. Carl Helmke, Guest Experience Manager at On Verve and former hospitality professional, demonstrates this adaptability. After 11 years in hospitality, Carl transitioned into a guest services role at On Verve, bringing with him a wealth of experience and insights that have enriched his new position.

A career pivot inspired by change

Carl began his career in hospitality, taking on roles that ranged from bartender to manager. Over the years, he worked in various settings, including golf clubs, hotels, and restaurants. While he enjoyed the social aspect of the job and the opportunity to form meaningful connections with customers, the demanding hours and limited prospects for growth prompted him to seek a new direction.

When Carl discovered a job advertisement for a Guest Services Manager position at On Verve, he saw an opportunity to leverage his existing skills in a new environment. Despite not knowing much about the company initially, he recognised that the role called for qualities he had honed throughout his career: welcoming guests, maintaining high attention to detail, and engaging in quick yet meaningful interactions.

Harnessing transferable skills

Carl’s transition highlights how skills cultivated in one industry can thrive in another. He believes that many abilities developed in hospitality are directly applicable to guest services:

• Building meaningful connections
  Carl emphasises the importance of small gestures, such as remembering a regular customer’s name or personal preferences. In guest services, these moments help create a positive experience for clients. As Carl notes, “It’s the small touches, like remembering someone’s dog’s name, that make people feel valued.”
• Capacity and time management
  Managing tables in a restaurant is not unlike managing meeting rooms, Carl explains. Both require effective scheduling, attention to detail, and the ability to optimise space utilisation.
• Adaptability and teamwork
  Hospitality often demands multitasking and self-sufficiency, but Carl has learned to appreciate the collaborative nature of guest services. With dedicated teams for IT, housekeeping, and AV, he now focuses more on enhancing guest experiences rather than juggling behind-the-scenes tasks.

Finding fulfilment in guest services

Since joining On Verve in April 2024, Carl has enjoyed seeing the tangible results of his work. He finds great satisfaction in collaborating with different teams and contributing to projects like large-scale events. For instance, helping coordinate a company-wide Christmas party allowed Carl to see months of planning come to fruition, from setting up stages to ensuring guests had a memorable experience.

Even smaller moments, such as accommodating last-minute meeting requests, bring Carl a sense of accomplishment. For him, the gratitude expressed by clients makes all the effort worthwhile.

Advice for others exploring new industries

Carl’s journey offers valuable lessons for those considering a career shift. He encourages others to recognise the value of their existing skills and to take a leap of faith when an opportunity arises. “People often underestimate how much their skills are appreciated in other industries,” he says.

For individuals with hospitality or retail backgrounds, Carl believes many traits, like good time management, attentiveness, and the ability to make quick yet meaningful connections, are invaluable in guest services. He also highlights our unique “pink ticket” initiative, which identifies potential team members with the right attitude and energy, regardless of their professional background.

Looking ahead

Carl is excited about the future, aspiring to grow within On Verve and support the company’s continued success. His story reminds us that transferable skills are not only about moving forward, they’re about bringing value to every interaction and every role along the way.

So if you are considering a career change or a role in guest services view our vacancies page or get in touch to discuss opportunities.