#220 - Hospitality Meets Bernadette Gilligan - Crisis, Celebrities & Career Lessons

Episode Summary:

In this lively and insightful episode of Hospitality Meets, I sit down with the incredible Bernadette Gilligan, General Manager of Conrad London St. James. From humble beginnings in hospitality to leading one of Hilton’s most prestigious luxury hotels, Bernadette shares her journey with humour, wisdom, and a few unexpected twists along the way.

Expect career-defining moments, leadership insights, and a deep dive into the camaraderie that makes hospitality such a unique industry. Plus, find out why she turned down The Ritz, what it’s like to host Ed Sheeran’s afterparty, and how she once had to evacuate an entire hotel in the middle of a crisis!

Key Takeaways:

• The Hospitality Bug Starts Early – Bernadette's love for hotels began at just six years old, inspired by her father’s work in the industry.
• Lessons from a Hairdressing Salon – Her mother’s business taught her the importance of customer service, loyalty, and front-of-house charisma.
• Leadership & Crisis Management – The day the power went out at Hilton Manchester Deansgate, and how teamwork saved the day.
• The Power of Camaraderie in Hospitality – How competition takes a backseat when the industry comes together.
• Hosting Icons & Learning from the Best – From Ed Sheeran’s afterparty to rubbing shoulders with football legends.
• Hospitality as a Career Choice – Why it’s an industry full of opportunity for those with passion and drive.

Memorable Quotes:

"Sometimes you're not there for the job—you’re there for something else. You just might not know it yet."

"I grabbed my lipstick, two phones, and my keys—and that was the last time I saw my office for two days."

"We all try to grasp control of our destiny, but stuff happens. You just have to roll with it."

"Hospitality allows you to build a serious career while having an awful lot of fun."

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Final Thoughts:

Bernadette’s story is a testament to the power of determination, adaptability, and the human connection that makes hospitality truly special. Whether you’re in the industry or just love a great career story, this episode is packed with insights, laughs, and a reminder that hospitality is more than just a job—it’s a way of life.

The Guest

General Manager at Conrad London St. James, Bernadette has worked for Hilton since 1990 (2-year break ’95-’97) and has always been based in UK. Her first General Manager role was at Hilton York in 2001. Her favourite assignments have been opening Hilton Manchester Deansgate as the General Manager in 2006 (Her hometown) and turning around the fortunes of the newly opened Hilton London Wembley in 2014. Bernadette feels she has been very fortunate in her career as hospitality offered her so many growth opportunities. It is truly a fantastic industry to be part of.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to