Why collaboration is the real currency of hospitality in Glasgow

Many hotels have event spaces that can host far more people than they have bedrooms to accommodate. Equally, major events can bring tens of thousands of visitors into the city at once so collaboration between hotels is essential. If Glasgow is to continue securing these opportunities and all the economic benefits they bring, the hospitality sector must continue working collectively to deliver the experience visitors expect.

Having built my career in hospitality sales, starting as a Sales Executive at Glasgow Marriott in 2018, then managing multi-property sales from Delta Hotels by Marriott Edinburgh and now Director of Sales of Glasgow Marriott, one thing has remained constant; this is an industry built on relationships.

I recently attended VisitScotland Connect in Glasgow. It was an opportunity to meet new contacts, reconnect with industry peers and hear directly from booking agents and buyers about what they are seeing in the market. For example, tightening client budgets are increasingly pricing people out of Edinburgh and encouraging them to look more closely at Glasgow. That presents a huge opportunity for our city.

Hospitality is about creating memorable experiences, but it is also about creating trust and that is why authentic relationships are so important in hotel sales. Not every conversation with your network should be a sales pitch. Sometimes it is simply congratulating a client on an award win, saying thank you for their support or checking in without an agenda. Those genuine touchpoints go a long way.

It can be powerful to be visible in your networks. I’m a member of Society of Incentive Travel Excellence (SITE) which has opened doors to new opportunities and connections. Since joining the network and completing our renovation, we have seen a substantial rise in enquiries from Destination Management Companies for the Glasgow Marriott.

There is also a commercial reality to responsiveness. On large agency booking platforms, around 80 per cent of business is often placed within the first three responses to an enquiry. Therefore timing and good judgement matters, but experience and relationships will bring repeat business. We continue to invest in technology to enhance our processes and the guest experience while maintaining a personal touch.

Hospitality offers such a rewarding long-term career. It is fast-paced, varied and full of transferable skills and development opportunities. I have always loved sales, it is part of who I am, but moving into senior leadership has shown me that developing people is equally rewarding.

At Glasgow Marriott, I am focused on building a more collaborative sales and events culture. Traditionally, people say sales teams make the phones ring and events teams answer the calls. I think that mindset is outdated, we should all be working together to build long-term client relationships and a shared portfolio of business for the hotel.

We have reintroduced daily stand-ups where everyone shares their top three priorities for the day. It creates visibility, accountability and opportunities to support. When teams understand each other’s challenges, they work better together and this supports one of Marriott’s core values of putting people first.

I am incredibly proud to work for Marriott, a brand that brings global recognition and high expectations, and even prouder of what Glasgow Marriott has become following its multi-million-pound refurbishment. I love walking through the lobby and seeing people meeting, working, socialising and enjoying the atmosphere. That energy reflects the spirit of Glasgow itself.

Hospitality is ultimately about people. Strong teams, partnerships and relationships are what drive long-term success. Glasgow is on an upward trajectory, and with continued collaboration across the city, I believe the best is still to come.

Natalie Timoney is Director of Sales at Glasgow Marriott Hotel