Hospitality – A Career Full of Opportunity and Development

An Interview with Susan Martindale

Susan Martindale is an experienced hospitality executive and Group HR Director at Mitchells & Butlers, where she leads the People strategy for 47,000 employees. She brings broad commercial expertise across HR, operations, procurement and transformation, with a strong focus on people and purpose.

Q: Tell us about your career in hospitality.

I’ve spent over [42] years in hospitality, with the last 25+ at Mitchells & Butlers. What inspires me most about this sector is its breadth and the great opportunities for all  – you can truly make your own path and progress as far as you want to go, there is no glass ceiling. I started as a graduate with Bass plc, and post the graduate programme, spent the first 6 years of my career in marketing before moving into purchasing and supply chain, followed by operations, business transformation and finally becoming group HR Director.

Each role taught me something new, helped me develop different skills and introduced me to some amazing people. Hospitality is about so much more than delivering excellent guest experiences – it’s about people, both guests and employees, and how we make them feel.

As Group HR Director, I’m passionate about nurturing talent. Few industries offer the opportunity to progress from pot-wash to the boardroom, but I’ve seen that happen at M&B – and it’s something we’re proud of.

Q: How are you developing talent at Mitchells & Butlers?

We have a culture that believes in ‘growing our own’. Our award-winning youth strategy delivers inclusive apprenticeship programmes from entry-level to master’s degree, with a strong focus on social mobility and long-term career pathways.

In 2025, we were voted the UK’s No.1 Apprenticeship Employer by the Department for Education – a testament to the quality of training and learning experiences we provide.  Apprenticeships remain a cornerstone of our retention and succession strategy, with over 10,000 apprenticeship starts since 2015 – a commitment that remains unwavering at M&B.

Building a strong foundation of great people, supporting them to unlock their potential, and empowering them to do their best creates engaged, high-performing teams. That’s why nurturing talent and offering development opportunities is so important to us. 

The hospitality sector is an exceptional environment for career development because it combines fast-paced learning with real responsibility from day one. It’s an industry where your progression is shaped by your ambition: if you’re willing to learn, step forward, and deliver great experiences, then you can move quickly.

What makes hospitality unique is the breadth of skills it builds — leadership, communication, problem‑solving, commercial awareness, and people management. 

Because the industry is constantly evolving, whether through digital innovation, changing consumer expectations, or new service models, there are always fresh opportunities to grow and specialise. For me, that combination of continuous learning, people-focused work, and genuine upward mobility makes hospitality a standout place to build a long-term, fulfilling career.

"Hospitality is a sector full of possibility. It’s dynamic, creative, and constantly evolving – and it needs talented, passionate people to shape its future. At Mitchells & Butlers, we’re committed to creating an environment where everyone can thrive, learn, and progress. If you’re looking for a career that offers variety, growth, and the chance to make a real difference, hospitality is the place to be." - Susan

Q: What advice do you have for those looking to enter the world of hospitality?

If you have a passion for service, meeting people, enjoy food and drink, want to have fun and are willing to learn then hospitality is for you! There’s no career like it – the variety and breadth of experience are second to none.

My advice? Just start. Be curious, ask questions, learn from others, and build your network. People are the lifeblood of this industry, and you’ll meet individuals with incredible experiences and knowledge to share.

Take advantage of opportunities – even the ones that scare you. You’ll never know what you’re capable of unless you try. No experience is wasted; every step teaches you something and helps build the network that will support your success.

The hospitality sector offers an exciting and genuinely diverse career pathway. What makes it such a strong opportunity for development is the sheer variety it brings—there’s space to learn as you grow, discover your flair, and really perfect your craft.

For some, that might mean thriving in operations, where you’re at the frontline leading teams and creating the moments that stay with our guests. For others, it could be channelling a passion for food into menu innovation and development. And beyond the restaurant or pub itself, there are extensive central support roles—finance, property, marketing, HR—where people can build long, rewarding careers.

The sector is full of rich talent, constant learning, and real progression. If you’re motivated, curious, and people‑focused, hospitality gives you room to develop quickly and carve out a career that’s both ambitious and fulfilling.