Rebecca Dawson – Receptionist

“I feel much more positive now I’m at work”

Not many jobs come with a home set in the deep green valleys of the Lake District. But that’s exactly what Rebecca Dawson received when she was recruited as a Receptionist at the Langdale Hotel and Spa. The job package includes accommodation and perks such as access to Spa facilities. But Rebecca received more than this when she was offered a job at the hotel. During her interview, she’d mentioned the fact that her partner was also job hunting. He was subsequently interviewed and actually started his job as a conference porter before she started her job.

For Rebecca, being offered the job at Langdale marked something of a turning point in her life. “That day was one of the best days I’d had in a long time” she says. Since she was fourteen, Rebecca has lived with depression and at times, her illness has meant she was unable to work. However, Rebecca now has a job that she believes is good for both her mind and her health.

Employer’s story

Good customer service is an important part of any front of house job in the hotel industry. Receptionists are often the ‘face’ of a hotel and amongst the first members of staff that guests interact with on arrival. Managers have to therefore select people with the right kind of personality and attitude for receptionist work. They look for people like Rebecca. “Rebecca is very friendly and has the patience that is needed for the job” says her line manager, Dawn Atherton.

The right person for her job

Like any business, hotels have to make money and good sales skills are therefore highly valued. Rebecca has the necessary skills which make her the right person for her job. “She is very good at selling the hotel to customers and that’s an important part of the role of a receptionist” says Dawn.

Since she started to work at the hotel, Rebecca’s health has improved. When she applied for the job, she mentioned her depression but her condition has never been an issue to her employment or performance at the hotel as all employees are treated the same. Human Resources Manager Anne Durnall says: “As an employer we see health problems or disability as being totally separate from performance.”

Employee's story

When she was job hunting, Rebecca felt that some employers had a negative attitude towards her because she received incapacity benefit. In 2007, her health deteriorated which made it even harder for her to find a job. Although she was determined to work, Rebecca didn’t just want any job. “I wanted to find a job doing something that I actually enjoyed” she says.

Rebecca worked in the retail industry for a short while but didn’t feel the job she had was a good match for her interests. The job at Langdale has however, proved to be a very good match for her interests, skills and her health. She says: “It’s a busy job which is good for me. I’m busy checking guests in and out, answering the phone, amongst other things. I can’t bring my worries to work because that would affect the guests.”

Confidence and backing

Rebecca doesn’t require any additional support at work because of her depression, because she feels she has the confidence and backing from her colleagues and managers, Rebecca knows there is support there if needed.

Set in one of the most scenic parts of the Lake District, the hotel attracts visitors from all over the world but also attracts staff from different backgrounds and nationalities. Rebecca particularly enjoys this aspect of the job and the social interaction and variety it offers. “Talking to lots of different people helps me” she says. “In fact, it doesn’t feel like a job. I feel like I’m getting paid for doing something I enjoy.”

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