We are delighted to introduce Emma Underwood as the first female General Manager of Lancaster House. Emma brings a wealth of experience to the role, including almost fourteen years working for English Lakes Hotels. She tells us a bit about herself.
Thoroughly Lancashire Lass
Home for me is Lancaster and I’ve lived all my life here. My home is close to the beautiful Williamson Park. Even when I worked in the city of Manchester, I would commute so that I would get home to my beloved Red Rose county.
When I’m not working, I enjoy going to the theatre, and travelling to experience new cultures. I am a regular at Sandpiper Club exercise classes.
I spend a lot of time with my family and friends, and socialising is a big part of any downtime I have. In particular, I love to be around my Mum, my sister and Holly, my niece. Holly is definitely a mini me, and she thinks she is the little boss of Lancaster House! She is certainly full of character and is lots of fun to be around.
“Work Hard, and Be Kind”
Emma and Holly
In terms of hobbies, when conditions are right, I do very much enjoy a spot of open water swimming.
A Career in Hospitality
Working backwards in my career, I’ve spent almost fourteen years at English Lakes Hotels as Deputy Manager of Lancaster House. I’m thrilled to be taking the reigns as General Manager and it feels very apt as I know the hotel and the team inside out.
Other roles include a time in a large conference and banqueting hotel in Manchester. It would be quite normal for us to do three to four weddings each week, and host conferences for up to 250 people. The hotel also had a Spa which brought in different clientele and lots of day visitors. Prior to that, I worked as Reservations Manager for Holiday Inn, and then took a position as Operations Manager. I thought that moving to operations was a great idea at the time, but I missed the revenue side of the business. Now, as General Manager, I get the best of both worlds!
I started my hospitality career as a waitress. It didn’t take me long to realise that although it was great fun and enjoyable, it was also extremely hard work. I treasure my Dad’s words of wisdom when he told me to ‘Work hard, be kind, and you will reap the rewards!’
Favourite Lancaster House Moments
Some of my favourite parts of the job have been working with a great team, and in particular interviewing many different people for roles in the hotel. I’ve learned to go through the recruitment process but also to trust my gut as to whether the person will be a good fit in the Lancaster House team.
I’ve also enjoyed getting involved in the creative decisions around refurbishments and upgrades – choosing wallpaper and carpets for the Dalton suite was an enjoyable experience. Other stand out moments are when we host the Lancaster Food and Drinks Festivals.#
Looking After our Guests and our Team
I love the English Lakes + 1 culture which is about going the extra mile to deliver the best standards in every aspect of the business. It is also about caring for our guests and looking after our team. I believe it is this culture that makes us stand out from the competition, and I truly hope that everybody that walks through the doors of Lancaster House experiences this type of welcome and service that goes above and beyond expectations.
Top Priorities
I’ve got to say, ‘ensuring Lancaster House is the best hotel in Lancashire’. That is my passion and I hope to do this through creating leisure and corporate packages that people love, as well as delivering the best customer service. Continuing to develop the Lancaster House team is also key for me, and I’m happy to pass on any wisdom I’ve accumulated through my career to date. I like to be approachable and transparent about the direction I am taking the hotel. We can all achieve the vision if the vision is clearly defined and communicated to the whole team.
My first objective is to look again at our offering. Does it need to change? There is the old adage, if it ain’t broke, don’t fix it! But like everything, adjustments and improvements can always be made and found. I want to develop relationships further with local suppliers and to ensure that when it comes to weddings, events and functions, Lancaster House is always at the forefront of the minds of those in our local community. I believe that everyone in the county should try which I believe to be Lancashire’s finest Afternoon Tea!
Lancashire Afternoon Tea
A Great Team
Emma Celebrating 25 years of Lancaster House with the team
Lancaster House is a great place to work, not just because I work there!! We are a family. Most of the team are happy to get involved in other areas of the operation as and when required. I believe this gives us an appreciation of different jobs, and the challenges as well as the joys that each role presents. We only recruit people with the right attitude, and it is very much the case that the people make Lancaster House tick! Guests are always remarking about the way the team interacts and comment about the friendly camaraderie between us. My hope is that every team member will continue to feel value and have a good and positive work life balance.
Looking for a New Opportunity?
Perhaps it’s time for a new challenge and to be part of a great team. Take a look at the hospitality job opportunities at Lancaster House and our three other English Lakes hotels.
We like to keep up to date with things going on around the area so that you can plan your holiday activities. Here are a few events worth checking out in the Lancashire area, close to Lancaster House and The Midland in Morecambe.
Easter Eggstravaganza
Happy Mount Park, Morecambe
Saturday 15th April, from 12 noon
Free Admission
Meet the Easter Bunny for lots of fun and games, including an Easter egg hunt, colouring competition, races and much more. Remember to bring your handmade Easter Bonnet – adults and children – .
The Normans are Coming
Lancaster Castle
Friday, 14th – Monday, 17th April
Adults £5; Children £3
Lancaster Castle, John of Gaunt’s gatehouse
Historia Normmanis, the historical re-enactment Society, will be invading Lancaster Castle over Easter weekend. Experience how a medieval castle was run, discover life on the battlefield, combat displays, demonstrations and talks and have-a-go activities.
Morecambe Bay Brass Band
Happy Mount Park, Morecambe
Sunday, 16th April from 2.30 pm
Free Admission
Come hear some of the areas best musicians as they fill the park with lively music for all the family to enjoy. Open air event.
Comic-Con Festival
The Platform, Morecambe
Monday, 17th April, 10 am – 4 pm
Adults £5.00; Children under 12 £3.00; under 5 Free
A fun-filled family day out, bringing together TV and films stars with prop displays, stalls, and question and answer sessions. Dress up as a Star Wars or Marvel character and experience what it is like to take to the stage.
The Two Gentlemen of Verona
Attic Door Theatre at Lancaster Castle
Tuesday, 18th April – Saturday, 29th April
£22.50 – £25 (£12.50 Saturday matinee)
Shakespeare’s first play, an exuberant comedy of love charting the twists and turns of the faithful Valentine and the fickle Proteus as they pursue their dreams of love through town and country.
Performances are in the grand historic setting of the Shire Hall of Lancaster Castle, and are promenade.
And a Little Something After …
Make a day of it and drop in to either the Sandeman’s Bar at Lancaster House, or the Rotunda Bar at The Midland for refreshments.
Here’s a few more suggestions for days out for all the family in Lancashire …
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We like to keep our visitors to Lancaster House informed of what’s going on in the area. We’ve selected just a few activities in and around Lancaster to suit different interests, price ranges and age levels. Take your pick …
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Visitors to English Lakes have donated an incredible £187,500 to date through our Visitor Giving scheme. If you ever wondered about how that money is used and if it’s making a difference, our Green Team went to find out. They spent a day with Rob Clarke, National Trust Basecamp Community Ranger and a wonderful team of Fix the Fells volunteers committed to keeping the Lake District hills maintained and accessible for millions of walkers each year. (more…)
When I heard that Luis Marcoleta of Rioja Vega was visiting Lancaster House with Tony Jackson and Sandy Potts of Lakeland Vintners, the diary was cleared for the afternoon so that I could join the celebration of wines from this delightful part of the world.
The Rioja Vega building in the heart of Spain’s wine making countryside
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In the third blog of our series on Help for Heroes and North East Military Vehicle Club trip to The Lake District and their visit to Low Wood Bay Watersports Centre, Kara shares her experience of being part of last year’s Lake District adventure. (more…)
At English Lakes, we enjoy recommending local activities and events to visitors from around the world. For those wanting to explore the heritage of the Lake District, we’ve put together a list of five of our favourite heritage days out.
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Following a season of BBC programmes on the issues surrounding mental health, and particularly how sport or exercise can benefit our psychological well-being, we feel privileged that ex-serviceman, Ryan, participating in a Help for Heroes expedition to the Lake District has shared his story with us. (more…)
Following a season of BBC programmes on the issues surrounding mental health, and particularly how sport or exercise can benefit our psychological well-being, we feel privileged that two of the ex-servicemen, Steve and Ryan, participating in a Help for Heroes expedition to the Lake District have shared their story with us. (more…)
