At On Verve, we believe that every DayMaker has a story worth sharing—one of passion, growth, and making a difference. Carl Helmke, guest experience manager, brings a wealth of hospitality experience and a deep understanding of what it means to create memorable guest experiences.

His journey is one of reinvention, transitioning from the fast-paced world of hospitality to a structured, fulfilling career in guest services. Here’s how he made the leap and why he believes more people from hospitality should follow suit.

Finding the right fit

After years in hospitality, Carl knew he was ready for a change. He loved the energy, guest interactions and problem-solving aspects of the industry, but the long hours and lack of work-life balance made it difficult to find time for himself.

“I was looking for a career change and a bit more structure in my life. Hospitality is usually shift work, unsociable hours, and doesn’t offer much in terms of a work/life balance,” he explains. “On Verve gives me all of the things I enjoyed about hospitality while also giving me time for things like friends and family.”

This balance has allowed him to thrive both professionally and personally, proving that the right career move can make all the difference.

First impressions and becoming part of the On Verve family

Carl still remembers his first interview with On Verve, a process that left him feeling immediately connected to the team and the company culture.

“I had my first interview with Fara by phone and then with Milja in person. I left the in-person interview feeling like I already had a connection with the team and the OV culture,” he recalls.

That sense of belonging has only grown stronger since joining.

“I’m still in my first year, but I already feel like I’ve been part of the team forever. I truly feel woven into the fabric of OV.”

Bridging hospitality and facilities management

Carl firmly believes that hospitality and facilities management (FM) have more in common than people realise. He recently wrote a blog discussing the transferable skills between the two industries.

“Working in hospitality is basically like working in FM. Both host guests, arrange bookings and manage building facilities, it’s just the end user that’s different,” he explains. “More people from hospitality should make the jump to FM and guest services, but they don’t because no one shouts about the similarities.”

With his deep understanding of both worlds, Carl is advocating for greater awareness of these career pathways, encouraging those in hospitality to consider guest services as a natural next step.

Celebrating career milestones and achievements

Carl has achieved incredible milestones throughout his career, but two stand out the most.

During his time in hospitality, he helped drive double-digit sales growth for three consecutive years after the COVID-19 pandemic, a time when confidence in the industry was at an all-time low.

“The measures & training we put in, delivered by the team, were all key to delivering this success,” he says. “It felt like we had captured lightning in a bottle.”

At On Verve, one of his proudest moments came early on, when he was nominated and selected as a finalist at the Shining Stars Awards.

“While I didn’t win, the fact that I had only been in the company a few months at that point, yet was already being recognised, showed the appreciation my work was having within OV and the wider Churchill group.”

These moments reflect his dedication, leadership, and ability to make a lasting impact no matter where he is.

Lessons in leadership

Carl’s leadership philosophy is deeply influenced by one of his first great mentors, Clare.

“She gave me the confidence to be myself, make mistakes, and always said she could teach me any skill I wanted, but could never teach me a good attitude”, he shares.

This lesson has stuck with him throughout his career, shaping the way he mentors and develops his team.

“I encourage my team to do what they think is right—not just to rely on me to give them the answers.”

When asked what advice he’d give his past self before joining On Verve, his response is simple but powerful:

“Take time for yourself. You can’t give 100% all the time, or you’ll burn out. That hobby you enjoy but never have time for? Make time. You’ll thank yourself. I’ve started reading books on my commute—it’s only 20 minutes, but it sets me up in a good place for the day.”

The next chapter

Carl’s story is one of evolution, resilience, and finding the perfect balance between passion and personal fulfilment. As he continues to grow within On Verve, one thing is certain his impact is just beginning.