After ten years at Crowne Plaza Newcastle – Stephenson Quarter, Club Lounge Supervisor Sally Razack knows that hospitality is about people, connection and making someone feel remembered.
“I don’t know how you remember everyone’s names.”
Of all the feedback Sally has received during her ten years at the hotel, that’s one comment that has stayed with her.
Perhaps because, for Sally, remembering a name isn’t simply a good memory trick. It’s part of what hospitality is all about.
“If you came into the lounge today, one of the first things I would do is ask your name,” she says. “I would maintain that throughout the service, so you wouldn’t feel like you were just another guest or another number.”
As Club Lounge Supervisor, Sally looks after guests in the hotel’s sixth-floor Club Lounge. During a large conference or event that can include organisers and senior members of the group.
“How is the event going? Is everything okay with their room? Are they staying another night? Will the group be bigger tomorrow?”
It’s about getting to know people, treating all your guests as equally important, and anticipating what they may need next.
Ten years and counting
Sally recently celebrated ten years at the hotel, an anniversary she proudly marks with her tenure pin.
Her route into hospitality wasn’t an obvious one. After studying finance and business and working in health and social housing, she left London and moved to Newcastle.
“I wanted a job that gave me satisfaction,” she says. “I wanted to feel like I was actually delivering something.”
That approach has earned some significant recognition. Sally was named Employee of the Year and received the hotel’s Service Award, before going on to win a UK and Ireland-wide IHG award for service, based on guest feedback and reviews.
“The IHG award was the icing on the cake for me,” she says. “It gave me a real boost.”
A view of the city
It may be predictable, Sally laughs, but her favourite place in the hotel is the Club Lounge.
From the sixth floor, the city stretches out below, with the bridges on one side and St James’ Park on the other.
“It’s a lovely conversation starter when guests arrive,” she says.
After 11 years living in Newcastle, Sally believes that ease of conversation extends far beyond the hotel.
“You can strike up a conversation with just about anybody,” she says. “We’re not just a friendly hotel, we’re a friendly city.”
Her advice for event organisers? Make time to explore.
“Everything’s on your doorstep,” she says.
Her insider tip is the historic Castle Keep, around a ten-minute walk from the hotel, where visitors can climb to the top for views across the city.
But for Sally, Newcastle’s real appeal is more personal.
“It’s my home. I’ve made it home,” she says. “There is still that sense of community. I think friendliness and tradition bind that together.”
After ten years of welcoming guests and making Newcastle her own home, Sally’s philosophy remains simple: treat people as individuals, remember who they are and never make anyone feel like just another number.
