By Mimi Whelan, consultant, William Murray
Relationships are at the heart of hospitality, shaping careers, businesses and the guest experiences that keep people coming back. That was certainly my biggest takeaway from Arena’s latest Networking Event, where members came together to hear an inspiring panel of industry leaders share the personal and professional relationships that have helped shape their success.
Hosted by our very own Chris Dines, commercial director of William Murray PR & Marketing, the discussion brought together GianMarco Carlà, chief operating officer at Big Mamma Group, Michael Andersen, chief commercial officer at Sysco GB, and Joycelyn Neve, founder and managing director of Seafood Pub Company, for an honest and engaging conversation covering leadership, innovation, career development and the future of hospitality.
Building relationships that last
What stood out most throughout the discussion was the shared belief that people are hospitality’s greatest asset. Whether it’s leading teams, working with suppliers or creating memorable guest experiences, the panel agreed that meaningful relationships are the foundation of long-term success.
I was particularly struck by the emphasis placed on creating workplace cultures built on trust, openness and honest communication. The panellists spoke about the importance of surrounding yourself with people who challenge your thinking, offer different perspectives and help you continue learning throughout your career.
Embracing innovation while staying people-first
Innovation was another recurring theme, with the panel discussing how businesses are evolving to meet changing customer expectations. Michael Andersen shared how suppliers are helping operators through product innovation, simplified kitchen solutions and technology that improves efficiency without compromising quality.
Artificial intelligence naturally formed part of the conversation too. While the opportunities are significant – from streamlining recruitment and analysing customer data to improving guest communications – the panel was unanimous that technology should enhance, not replace, the human side of hospitality. Instead, it should give people more time to build stronger relationships and deliver exceptional guest experiences.
Saying yes to opportunity
One of the most inspiring parts of the discussion was hearing each panellist reflect on their own career journey. They spoke openly about the opportunities they had embraced, the setbacks they had faced and the lessons they had learned along the way.
A message that really resonated with me was the importance of saying “yes”. Confidence doesn’t appear overnight – it grows through experience, taking calculated risks and being willing to step outside your comfort zone. The panel reminded us that careers are rarely linear, and that some of the greatest opportunities come from embracing the unexpected.
Leadership, culture and confidence
Leadership was another key theme, with every panellist highlighting the importance of investing in people. Whether leading a single venue or an international restaurant group, they all shared the view that the best leaders create environments where people feel trusted, supported and empowered to succeed.
The conversation around confidence and self-doubt was refreshingly honest. The panellists admitted that self-doubt never truly disappears – even at the most senior levels – and encouraged attendees not to wait until they feel completely ready before pursuing new opportunities. Instead, they shared practical ways to build resilience, from leaning on trusted mentors to writing down personal goals and asking yourself, “What’s the worst that could happen?”
The power of networking
It was fitting that networking itself became a key topic of conversation. Rather than seeing networking as simply collecting business cards, the panel encouraged attendees to focus on building genuine relationships through curiosity, listening and offering support to others long before it’s ever needed.
The audience Q&A brought many of these themes together, with discussions around developing future leaders, giving constructive feedback, overcoming imposter syndrome and learning from mistakes. Throughout the afternoon, one message remained clear: successful careers aren’t built by having all the answers, but by staying curious, embracing opportunities and surrounding yourself with people who help you grow.
A huge thank you to our very own Chris Dines for expertly hosting such an insightful discussion, and to GianMarco Carlà, Michael Andersen and Joycelyn Neve for sharing their experiences with such openness and honesty. Thank you also to everyone who joined and contributed to another fantastic Arena Networking Event.
As hospitality continues to evolve, events like these provide an invaluable opportunity to connect, learn and share experiences. As one panellist perfectly summed up and a quote I will take with me into my career: “Sometimes not knowing what to be afraid of is a powerful thing.”
