Robert McHugh speaks to Lynn McLaughlin, general manager at Conrad Dublin, ‘modern charm in historic Dublin.’
With over 30 years of experience in the hospitality industry, Lynn McLaughlin joined Conrad Dublin in August following her tenure as general manager at the Gibson Hotel, where she led the hotel through a comprehensive refurbishment.
Originally from Paisley, Scotland, her previous roles included overseeing the opening of the first new-build Clayton Hotel, general manager at the Clayton Hotel Charlemont, and the Maldron Hotel Dublin Airport, where she project managed the rebranding and refurbishment.
McLaughlin spoke to Hospitality Ireland recently about placing a heightened emphasis on personalisation and anticipatory service.
How are you settling into your new role?
Very well, I’ve received an extremely warm welcome from the team at Conrad Dublin. In addition, I have undergone an extensive induction which has connected me with my peers worldwide providing the knowledge and tools necessary for success.
I’m excited to build on the hotel’s legacy, bringing fresh perspectives and innovation to further elevate the guest experience.
What was your first job in the hospitality industry, and how did that experience shape your passion and commitment to the field?
My first role was as a front office receptionist in the Forte Crest Hotel, Glasgow City Centre. I absolutely loved this role.
It was pivotal in developing my understanding of the importance of service, setting the foundation for my career-long commitment to delivering exceptional guest experiences.
Who was your first mentor in hospitality, and how did their guidance influence your growth and development as a hospitality professional?
Liz, rooms division manager at Forte Glasgow, she was an incredible leader, she had super charged energy and always empowered our team to try new ways of doing things, she always took time to celebrate our success and communicate it hotel-wide, she really inspired so many of us to continue on our career journey in hospitality
Throughout your journey, could you walk us through the various roles you have held in your career and the significant lessons you have learned from each experience?
I started out working at reception then held various roles across revenue, sales and rooms division before becoming deputy general manager at the Clarion Hotel Dublin Airport in 2006, I subsequently took up the role of general manager in 2009.
Following the lease of the hotel to Dalata Hotel Group, I led the rebranding and refurbishment project transforming the hotel into the first four-star Maldron Hotel in 2014.
Subsequently, in April 2018, I was appointed opening GM of the first new-build Clayton Hotel, Clayton Charlemont, and most recently, I was GM at the Gibson Hotel, a role which I undertook in February 2022, overseeing the refurbishment of 252 rooms.
Each role has taught me invaluable lessons about leadership and the positive impact that a highly engaged team will have on your guest satisfaction, this should never be underestimated!
Which industry networks have you been a part of that have provided vital support and contributed to your career progression?
Industry networks have been extremely important to me.
I’m a past board member of Fingal Dublin Chamber and current board member of IHI. I’m also an active IHF member.
In your experience, what are the most significant challenges you have faced while working in the hospitality industry, and how did you navigate through them?
I would say the most significant challenge we have faced like so many other industries has been our reopening post pandemic.
Staying focused, providing clear communication, relying on team collaboration, whilst maintaining the guest experience throughout the process, helped me successfully navigate my way through.
Looking ahead, what are your career goals and aspirations, and how do you envision making a lasting impact in the hospitality sector?
I aim to lead Conrad Dublin into a new era of excellence by blending Dublin’s cultural heritage with the modern luxury the Conrad brand is known for.
My vision is to create unparalleled guest experiences, foster innovation, and build a thriving workplace for our team.
Do you get back to Paisley much?
At least three times per year.
What do you like to do when you are not working?
I like outdoor experiences, I particularly enjoy the Cliff Walk at Howth or a brisk walk around Ardgillan Demense.
I love all types of music and enjoyed so many indoor and outdoor concerts this year. I particularly enjoyed the Trinity Summer series, attending the entire series this year. I enjoy dining out and catching up with family and friends.
