From a teenager bottling drinks in a pub to a respected recruiter and advocate for LGBTQ+ professionals, Will Davies, Director of HBD Partners and co-founder of Checking-IN (not the podcast by Hotel Owner), has carved out a remarkable career in hospitality. With decades of experience, he has witnessed firsthand how the industry has evolved, and how much work remains to be done.
“I started really young in hospitality,” Davies recalls. “I was 13, and there was a big pub across the road from where I lived. My father said, ‘There’s a job going there.’ So I went and did that, and I stayed there till I was 18.” For the young Davies, the job was about more than pocket money. “I made some money—not very much—but it was fun at the time. It taught me the value of hard work and dedication.”
Climbing the hospitality ladder
After university, Davies stumbled into a career in hospitality almost by accident. “I literally came in on the train to Waterloo, crossed the bridge, went down the Strand, walked into the first hotel I came to, which was the Strand Palace Hotel, and got a job as a conference porter.” His parents were less than thrilled. “They were furious because they’d paid to put me through university. But I loved it. It was a big, busy hotel, and I wanted to progress. I was very ambitious and determined to climb the ladder.”
That determination paid off. Davies worked his way up to management roles in operations, before a chance meeting with a vice president of sales and marketing sent his career in a different direction. “He said, ‘We’ve got a job for you in marketing,’ and that was fascinating. It was a massive learning curve, but I enjoyed it.”
“Salespeople are about personality. Employers need to sit across from them and think, ‘I like you, my clients will like you.'”
However, after 18 months, Davies faced redundancy. “They wanted me to relocate to Heathrow, but I didn’t want to work there, so I took redundancy. That decision forced me to think about what I really wanted to do.”
A new chapter in recruitment
The transition to recruitment was unplanned but transformative. “My old general manager from the Town Cross Hotel had been contacted by Portfolio, who were looking for someone to recruit sales and marketing roles. He recommended me, and within a week I had the job.” Initially daunted—”For the first few weeks, I thought, ‘Oh God, what have I done?'”—Davies soon discovered a knack for connecting people with opportunities. “Within a few weeks, I’d made my first placement, and I thought, ‘Actually, I can do this.'”
Today, as director of HBD Partners, Davies specialises in placing candidates in sales, marketing, and revenue management roles. His operational background gives him a unique perspective. “I understand what those roles involve, and that puts our clients’ minds at rest. They know I get what they’re looking for.”
Recruiting for sales roles, in particular, is a distinctive challenge. “It’s 50% skills and experience, and 50% personality,” Davies explains. “Salespeople are about personality. Employers need to sit across from them and think, ‘I like you, my clients will like you.'”
Navigating challenges in recruitment
The hospitality industry has faced significant recruitment challenges in recent years, particularly following Brexit and the pandemic. “Brexit hit us hard,” Davies says. “Loads of people left the industry and returned to their home countries. Then the pandemic hit, and many stayed home with their families. When the industry reopened, they didn’t come back.”
Despite these hurdles, Davies has noticed a positive trend. “A lot of people who left hospitality are coming back. They miss the buzz of working in a hotel. I completely understand that because I miss it too.”
Davies believes that the key to overcoming these challenges is for employers to adopt a more open-minded approach. “I wish more employers would look for talent rather than just experience. They’re missing out on great people because they’re so focused on specific contacts or market knowledge. Hospitality needs to move beyond that.”
“If a guest is aggressive toward an LGBTQ+ staff member, how does the hotel respond? It’s not always clear.”
Founding ‘Checking-IN’: supporting LGBTQ+ professionals
Alongside his recruitment work, Davies co-founded Checking-IN, a network dedicated to supporting LGBTQ+ professionals in hospitality. “We started six years ago because we noticed an element of complacency in the industry,” he explains. “When we spoke to HR people, they’d say, ‘Oh, everyone’s gay in hospitality.’ But when we asked about policies for gay women or trans people, there was silence.”
Checking-IN aims to fill that gap. The network brings professionals together to share best practices, improve inclusivity, and tackle pressing issues. One memorable success story involved a small hotel in Somerset. “They had a person on reception who wanted to transition but didn’t know where to start. We connected them with the Dorchester Collection, who had a comprehensive trans policy they hadn’t yet implemented. That connection was transformative for both organisations.”
The network also launched the Checking-IN 50 Hospitality Champions to highlight role models in the industry. “Representation matters,” Davies says. “It’s inspiring for younger LGBTQ+ professionals to see senior leaders who are out and proud.”
Bridging the gap between policy and practice
While progress has been made, Davies acknowledges that there’s still work to do. “Many hotels have great policies on paper, but the real challenge is ensuring those policies translate to daily practice,” he explains. “For example, if a guest is aggressive toward an LGBTQ+ staff member, how does the hotel respond? It’s not always clear.”
He believes training and communication are key. “Middle managers need the confidence to handle these situations. It’s not just about protecting the employee but also ensuring they feel valued and supported.”
Davies also advocates for greater inclusivity in hiring. “We don’t see enough trans and non-binary people in hospitality. Many front-facing roles, like reception or bar work, can feel unsafe for them. It’s up to employers to create environments where everyone feels welcome.”
Reflecting on his career, Davies is quick to highlight the rewards of working in hospitality. “If you work hard and go the extra mile, it’s incredibly rewarding. There’s no better feeling than exceeding a guest’s expectations and seeing their happiness.”
“If I had a magic wand, I’d relax the immigration rules to make it easier for people to work in hospitality.”
For those starting out in the industry, his advice is simple: “Get as much experience as you can. Qualifications are great, but hospitality is all about the experience you build up.”
Davies also encourages career-changers to consider hospitality. “Think about the skills you bring and look for open-minded employers. Someone will see the value you offer.”
The road ahead
Looking to the future, Davies sees opportunities for the industry to become more inclusive and forward-thinking. “I’d love to see more strategic hiring practices and a greater focus on talent rather than just experience. And if I had a magic wand, I’d relax the immigration rules to make it easier for people to work in hospitality.”
Balancing his dual roles at HBD Partners and Checking-IN isn’t always easy, but Davies credits his teams for their support. “At Checking-IN, we have an incredible group of volunteers who dedicate their time to moving the network forward. Without them, we wouldn’t be where we are today.”
For Davies, the hospitality industry remains a source of inspiration and pride. “There’s nothing quite like the buzz of hospitality. It’s vibrant, rewarding, and full of potential. I’m proud to be part of it.”
With his passion, dedication, and commitment to inclusivity, Davies is not just helping to reshape recruitment but also helping to create a more welcoming and equitable industry for all. As he puts it: “Hospitality is about people—connecting them, supporting them, and helping them grow. That’s what makes it so special.”
