Splendid Hospitality’s Managing Director on the importance of legacy and positive leadership

Andrew Kendrick, the managing director of Splendid Hospitality Group, has hospitality in his blood – quite literally. “I was born in a hotel,” Kendrick reveals, tracing his roots back to his family’s hotel business in North Wales, which his parents owned for over 30 years. “And before that, my grandparents owned hotels in Blackpool in the 60s.” His early life was shaped by the daily rhythm of running a hotel, a world where he learned the value of hard work and the importance of community.

Kendrick’s journey from a young boy helping his family run their hotel to leading a diverse portfolio of properties at Splendid is both inspiring and insightful. Reflecting on his earliest experiences, he recalls, “I remember having a piece of paper and we’d draw round 10p coins to make sure we had the right table sizes.” Even at a young age, he was learning about logistics and planning, setting the stage for his future career.

Early Lessons in Legacy and Community

One of the most formative lessons Kendrick learned from his parents was the importance of legacy and community impact. He speaks fondly of how his parents supported the local community through their business, for example, giving jobs to those who needed extra shifts. The hotel wasn’t just a business but “the lifeblood of the community,” Kendrick says, helping to support local schools, sports clubs, and other initiatives. He emphasises: “It taught me quite a big lesson about legacy really, and made me think about what is your legacy in this industry?.”

Transitioning to the Corporate World

Despite his deep roots in family-run hospitality, Kendrick’s career took a sharp turn when he tried to pursue professional football. After a stint with Huddersfield Town, he realised that “semi-professional wages aren’t going to get you a mortgage,” leading him back to the world he knew best—hotels. He transitioned from the family business to a branded property, starting as a bar manager and eventually working his way up to general manager roles across several major hotels.

Kendrick candidly discusses the challenges of moving from an intimate family-run business to the structured corporate environment of large hotel chains. “It was a huge eye-opener…you’re part of a large senior team who all have to do your own job to create the bigger picture,” he admits. This transition required a new set of skills, particularly in leadership and teamwork, which he developed through experience and mentorship.

Leadership and Mentorship: The Core of Success

Kendrick’s emphasis on mentorship has played a significant role in shaping his leadership style. “I’ve got some good mentors in the industry that speak to me,” he says, highlighting the importance of continual learning in leadership. He advocates for finding mentors who “see the world from a different point of view” and can challenge one’s way of thinking.

In his current role as managing director at Splendid, Kendrick is actively involved in creating a mentorship program aimed at nurturing talent at all levels within the organisation. He believes in the power of guidance, especially for newcomers to the industry, noting that sometimes mentorship is as simple as “having someone to ask that duff question.”

Agility and Innovation at Splendid Hospitality 

While Kendrik has been at the group, Splendid Hospitality has distinguished itself as an agile, entrepreneurial company capable of quick decision-making. He points out, “Our owners…their one word is agility followed by entrepreneurialism.” This philosophy has enabled the company to rapidly expand and adapt, even during the uncertainties of the pandemic.

One striking example of this agility was the transformation of a 174-room hotel with no en-suite bathrooms into a 200-plus room branded property, an idea spearheaded by owner Nadeem Boghani. Kendrick admits that initially, he and his colleagues thought, “Has he gone a bit crazy during this Covid period?” But the project’s success turned out to be a testament to the company’s vision. “Nadeem sees things that we don’t see a lot of the time”, says Kendrick, praising Bighani’s vision and intuition when it comes to steering the group.

Balancing Tradition with Innovation

Kendrick says Splendid’s strategy also includes leveraging technology to improve guest experiences without losing the personal touch that defines hospitality. While discussing the role of AI in the industry, he says, “The key element for me in this is that it doesn’t take away from our team…it means they can spend more time with our guests.” He envisions a future where technology supports the back-end operations, allowing staff to focus on creating memorable guest interactions.

He emphasises the concept of meeting the “unidentified need” of guests, a level of service that goes beyond standard expectations. “How do we give them something that they didn’t even know they wanted in the first place?” he muses, underscoring his belief that the human touch in hospitality is irreplaceable.

The Future of Splendid and the Industry

Looking ahead, Kendrick remains optimistic about the future of both Splendid Hospitality Group and the broader hospitality industry. He acknowledges the challenges in attracting new talent, especially in a field that often suffers from misconceptions. “There’s a stigma of being a service industry that is a part-time industry,” he notes. However, he believes in the transformative power of hospitality as a career, offering quick career progression and diverse opportunities.

According to Kendrick, the future of Splendid is clear: to continue expanding while maintaining the company’s core values of agility, community focus, and exceptional guest experiences. He hints at several exciting developments, including new hotel openings and renovations, and emphasises the company’s commitment to creating extraordinary experiences for guests.

Leaving a Lasting Legacy

Throughout his career, Kendrick has remained grounded in the principles he learned from his parents: hard work, community impact, and leaving a lasting legacy. He shares a poignant reflection from an early conversation with a mentor, who asked him, “What do you want your legacy to be?” Kendrick now understands that true legacy is not just about profits but about how people remember your impact on their lives.

As he continues to work within Splendid Hospitality Group, Kendrick’s focus remains on supporting his team and fostering a culture that values both people and progress. His journey from peeling potatoes in a family hotel to helping shape the future of a major hospitality group is a testament to the power of dedication, vision, and an unwavering commitment to the values that matter most.