Recovery through positivity: how HA helped get Le Manoir’s Mitchell back on track

When you’re young, it’s easy to think you’re indestructible. Your whole life is stretched out before you, the opportunities are endless.

But there are no guarantees in life. No one can know what lies around the corner. Just ask Mitchell Collier, Guest Relations Manager at Belmond Le Manoir aux Quat’Saisons. I’ll let Mitchell tell his own story.

“From the age of 14, I knew hospitality was what I wanted to do. I may have been elbow deep in dishwater but I already felt part of something bigger. For me, hospitality isn’t just the service we deliver but the collaboration of people with their own unique traits and skill sets.

“Knowing that I felt destined for a career in hospitality, I began to chase my dream. After two years studying Hospitality Management at Buxton College, I accepted a position at South Lodge Hotel, where I progressed within the Guest Services team. I joined Le Manoir in 2016, with the drive to continue my journey further. Life was good …

“In the Spring of last year, my life turned upside down. Following a decline in my health and several visits to the doctor and to hospital, I was diagnosed with a form of skin cancer, in June.

“The last thing you expect to be doing on your 21st birthday is to be recovering from emergency surgery to remove a cancerous growth. It’s certainly not what I had planned!

“Days before my surgery, I was also informed I’d been unsuccessful in applying for an internal promotion. And, in the same week as my surgery, my partner decided to end our relationship. I felt alone, a failure, and I couldn’t comprehend having been told I had cancer. Despite being an optimistic, positive and joyful person, I couldn’t see light at the end of the tunnel.

“A close friend at work saw my struggle and told me to seek help from Hospitality Action’s Employee Assistance Programme, which our company offers to all staff members. If it wasn’t for her suggestion, I honestly don’t know what position I would be in today. The support and reassurance I got from just one telephone call was the pick-up I needed.

“I was offered six sessions of counselling by Hospitality Action. After a few sessions with the counsellor, I still felt I wasn’t back to my normal self, so after a quick call they agreed on a further six.

“My counselling was to help me come to terms with everything I’d been through. I described it to my counsellor as trying to download a 10GB file with a bandwidth of 1KB. I just wasn’t able to process everything and became stuck with what was going on in my life and how I could move forward. I had all the emotions going on and I just didn’t know where to start with them all.

“On returning to work I found certain situations very difficult to handle. Le Manoir is a bucket-list destination for some people, so I was around guests who’d unfortunately not been so fortunate with their treatment and were coming for a last special occasion. My counsellor was able to teach me techniques to help me process everything a little bit at a time, and to clear my mindset.

“The counselling brought me back to a place I was familiar with. My positive outlook and happy attitude were back, and I felt ready to tackle the challenges that had been thrown at me over the previous three months. I reapplied for the promotion and, with perseverance and support from the counsellor and a fresh outlook, I was promoted to Guest Relations Manager early last November. I then got my all-clear at the end of November, so it really was a great month for me. I go back to the Churchill in Oxford every three months for scans and check-ups to make sure nothing has come back. It’s great to have such attentive after care.

“I am 21, turning 22 in June, but I’ve decided that this year is going to be my 21st birthday revisited, since I didn’t get to celebrate last year while I was recovering from surgery.

“I am so grateful for the support Hospitality Action gave me; and I admire their commitment to supporting individuals struggling in our industry. Without a safety net like the one they provide, I fear my story would have been very different. Everyone will come across struggles in their life and sometimes it’s just a helping hand that makes a big difference.”

Mitchell, more power to you for inviting me to tell your story, and good luck with your recovery. You know where we are, should you need any further support.

Mitchell received our support because Raymond Blanc and his management team at Le Manoir had the foresight and duty of care to subscribe to our employee care programme.

I urge to do the same for your team members, and ensure they remain happy, healthy and work-ready.