Mark Hills: Leading with experience, resilience, and community

Mark Hills, general manager of The Gresham Aparthotel in Leicester, exemplifies a modern hotelier who thrives on blending operational excellence with local heritage and sustainability. With a career that spans decades and brands like Hilton, Holiday Inn, and Four Seasons, Hills has amassed a wealth of experience. His story offers valuable lessons on leadership, adaptability, and fostering a strong community connection in hospitality.

A Humble Start with Big Ambitions

Hills’ career in hospitality began in the early 1990s, driven by necessity rather than initial passion. “I didn’t particularly have a focus on where I wanted to be,” he recalls. “My mother worked as a sales manager for hotels, and she found me my first job as a waiter in a four-star hotel.” Despite starting with little direction, Hills quickly found that he enjoyed the customer interaction and opportunities for progression.

His early ambition was symbolised by a simple goal: “I wanted a different uniform—first the waistcoat, then the jacket,” he laughs. This desire for advancement drove him to explore various departments, from conference and banqueting to bars and front-of-house roles.

Hills’ big break came when he joined Hand Picked Hotels and later moved into management with Holiday Inn. “I was one of the youngest food and beverage managers at the time,” he notes. Throughout his journey, he credits mentors and managers who believed in his potential and provided opportunities for growth. “Someone always saw something in me and said, ‘We can develop you further.’”

A Pivotal Role in Coventry

Hills points to his time at the Ramada Hotel and Suites in Coventry as a turning point. “That role changed my career entirely,” he says. Moving there for family reasons, he started as a food and beverage manager and worked under a general manager who became a key mentor. “I was rough around the edges when it came to revenue management and hotel-specific operations, but he worked extensively with me.”

After five years of mentorship and growth, Hills was promoted to general manager of the 166-room property. “It was a big jump—from food and beverage manager to running a large city-centre hotel with multiple revenue streams,” he reflects. The experience taught him invaluable lessons in leadership, financial management, and strategic planning.

Breathing New Life into The Gresham Aparthotel

Hills’ current role at The Gresham Aparthotel is a testament to his ability to manage complex projects while honouring local heritage. The Gresham, a former department store known as Phoenix, underwent a £17 million refurbishment during the pandemic. “It’s an iconic building in Leicester, and we were very focused on retaining its character while modernising it,” Hills explains.

The project was not without challenges. “The building had 30 different levels due to its history, and we had to reduce that to six,” he says. As a Grade II listed structure, significant care was taken to preserve original elements, such as windows and staircases. Hills recounts how locals frequently visit to reminisce about the old store. “We still get people coming in to talk about their memories of shopping here—it’s a much-loved part of the city’s history.”

Creating a Home Away from Home

Unlike traditional hotels, The Gresham offers a unique aparthotel concept, blending the comforts of home with hotel services. “All our apartments have full cooking facilities, large fridges, and everything guests need for a long stay,” Hills says. This model caters to a diverse demographic, from business travellers on multi-night stays to tourists and remote workers.

The hotel’s partnership with Leicester City Council on a high-spec co-working space, Gresham Works, further enhances its appeal. “Guests can rent hot desks or private offices, offering flexibility for those who need a professional environment during their stay,” Hills notes.

Sustainability at the Core

Hills is deeply committed to sustainability, a focus he has carried throughout his career. “At the Ramada, we achieved gold status with the Sustainable Restaurant Association and Green Tourism,” he recalls. He’s now implementing similar initiatives at The Gresham.

The refurbishment prioritised ethical sourcing and local labour. “All timber removed during construction was recycled, and we only used local labour,” Hills explains. Moving forward, the hotel plans to introduce solar panels, a recycling scheme for rooms, and tree-planting for every direct booking. “We’re starting to build a forest—every little bit helps,” he says.

Energy efficiency remains a significant challenge, particularly given rising costs and the building’s listed status, which limits structural changes. “We’ve installed sensor lighting and modern controls that automatically switch off lights after 20 minutes,” Hills notes. Despite these measures, he acknowledges that energy costs remain a pressing issue for hoteliers.

Adapting to Industry Changes

Reflecting on how the industry has evolved, Hills highlights recruitment as one of the biggest challenges. “It’s harder to find the right skill sets today,” he says. “We used to have a steady flow of young people entering the industry, but that’s diminished.” He believes greater engagement with schools is needed to showcase hospitality as a viable and rewarding career path. “When I was in school, hospitality wasn’t even mentioned as an option,” he recalls.

As chair of the Leicester Hoteliers Association, Hills works closely with local hoteliers to share best practices and tackle common issues. “We often discuss how to train teams on energy efficiency and sustainability,” he says.

Key Lessons and Advice

Asked about the key lesson from his career, Hills emphasises resilience. “You will face setbacks—it’s about how you learn from them and move forward,” he says. He also stresses the importance of organisation and time management, particularly for those balancing demanding roles with family life.

For aspiring hoteliers, Hills advises focusing on continuous learning and seizing opportunities. “Take every chance to grow, and don’t be afraid to step outside your comfort zone,” he says.

Looking Ahead

Looking to the future, Hills hopes to expand The Gresham brand and management company. “I’d like to see us take on more properties and grow the business further,” he says. With his track record of successful openings, sustainable initiatives, and community engagement, Hills is well-positioned to lead The Gresham into its next chapter.

Mark Hills’ career is a testament to the power of resilience, adaptability, and local connection. By blending operational excellence with a deep respect for heritage and sustainability, he’s not only transforming The Gresham Aparthotel but also setting a standard for modern hospitality.