It’s all about people

Unlike many who dream of working in a 5-star resort, Helen McCune, Deputy General Manager at Lough Erne Resort, never wanted to be a globetrotter and still considers herself a “homebird”. “I have always wanted to work in hospitality, even as young as 14, but it was never about travelling; it was always about being around people, about helping them create memorable experiences and making them happy,” she explains. 

Even though Helen knew exactly what she wanted to pursue as a career, her dad didn’t share the same opinion. “He said I would be working a lot of unsociable hours” Helen remembers. In an attempt to change her mind about this career path, he got her a job working as a silver service waitress at Belfast Castle and City Hall. “I instantly fell in love with the industry and until this day I adore what I do.” 

Nonstop learning
Helen’s introduction into the world of luxury dining began as a waitress at James St. South Restaurant in Belfast. “As one of Belfast’s finest restaurants I was given the opportunity to learn the skill of fine dining and immerse myself in a kitchen environment,” she says.

Helen’s first excursion into the world of hotels was a two-year trainee manager programme at the Hastings Hotels across Northern Ireland, including the Europa Hotel, Ballygally Castle, Everglades Hotel, Stormont Hotel, Slieve Donard Resort and Culloden Estate and Spa, during which she worked in every single department, from reception to housekeeping and restaurants to weddings. “It was a great experience as I learned a lot about the innerworkings of a hotel, but especially how much each department depends on one another” Helen remembers. 

At the end of the programme, Helen was promoted to Assistant Lounge Manager in the Europa Hotel and further progressed to the position of Spa Manager at Slieve Donard Resort and Spa.  

Helen joined the renowned Lough Erne Resort in 2019 as Spa Manager. The Thai Spa offers treatments inspired by ancient Thai practices so guests can immerse mind and body in much-needed relaxation. 

After two years Helen was once again promoted in 2021 to Deputy General Manager at Lough Erne Resort and now works closely with recently appointed General Manager Gareth Byrne. “Prior to Gareth’s arrival, I had the opportunity to work as the interim General Manager for six months at the resort which really cemented my desire to be a General Manager one day.”

“It’s a fantastic time to be working in our newly refurbished resort which is pending completion.  Our new General Manager, Gareth has a lot of experience as well as a strong operational and strategic background with a proven track record in elevating guest satisfaction.”

No typical day
As Deputy General Manager of one of Ireland’s finest resorts, Helen has a varied daily schedule. “No two days are the same and a personal highlight is helping bring out the best in my teams whilst achieving ultimate guest satisfaction!” 

The hotel has recently undergone a luxurious interior overhaul with updates being applied to 53 of its guest rooms and communal guest areas. Meanwhile, work to upgrade and refresh the resort’s 25 lodges is set to be complete by late May – so that’s on Helen’s list too.

On weekends, you can usually find her on the hotel floor chatting with guests and making sure everything's running smoothly. “I want to create an amazing, luxury experience for our guests and see them leaving the resort with a desire to return soon,” Helen says. “It is not only about the way we treat our guests, but each other as team members. Over the past few years, I’ve learned that my management style has a notable impact on the resort team members, so it is really important to lead by example, bring a positive outlook and keep spirits high. 

An exciting future
With Gareth in place as the new General Manager at the resort, Helen is looking forward to a host of new initiatives planned to be introduced throughout this year and into 2025. 

“I am a big believer in personal development and setting both personal and business goals to work towards. The outlook ahead is busy with the goals I have set and these combined with the exciting developments happening across the resort, it’s set to be a great year.”