The team had a wonderful visit to Cliveden House, owned by the National Trust and part of Iconic Luxury Hotels, Cliveden House is a five AA Red Star award-winning hotel, located in the heart of London's countryside in beautiful Berkshire. It was great to sit down with Hotel Manager Jordan Hughes to find out more about the history of the property, what makes it unique and more. 

Tell us about yourself and your experience in the hospitality industry.   

I am a very proud Welshman from North Wales. I originally left there at 18 to go travelling and then realised that hospitality was the career that I wanted to pursue. I had always worked in hospitality, starting as a kitchen porter at my local golf club when I was just 13, which in hindsight was more about me wanting to spend time down at the golf club, but then it turned into a job, and something that I really wanted to pursue as a career.  

To date I have been lucky enough to have lived and worked in the Middle East, the French Alps, the Channel Islands, and have been back in the UK since 2016 working at several four and five-star properties and Michelin star restaurants.  

What made you choose to pursue a career in hospitality?   

Although originally, I had thought of being a physiotherapist. I am a big sports fan and dreamed of working with famous sports clubs, traveling the world. But while traveling, I met several physiotherapists who painted a less glamorous picture. So, I thought, "I'm good at hospitality, I've been doing it since I was 13, so why not make a career out of it?"  

As I was always the go-to person in my friendship group for organising things. Whether it was five-a-side football, collecting subs for the pitch, or planning our lads' holiday in the summer when we were 17 or 18, it was always, "Jordan, can you sort the passports? The deposits? This? That?" And, as I enjoyed orchestrating and organising something and then seeing the tangible result at the end. It was something I could feel, touch, and be a part of. 

Talking to family and friends, I realised careers like sales are very different. You sell someone a product, they buy it, they go off, and you may never see them again, you don't know if they enjoyed it or liked it. But seeing my friends, family, and the people I organised things for, experiencing it, and being part of it myself was a really rewarding feeling. So, I thought, "Why not get paid to do this?". That is what led me to study Events Management at Cardiff University, graduating in 2012. 

What piece of advice would you give someone looking to start a career in the hotel sector?   

Take it seriously. Hospitality is an amazing industry. I have been very lucky; and it has been very good to me. I have had a lot of hospitality experiences, and as mentioned have been able to travel the world and progress my career quickly, but that is because I took it seriously. I am dedicated to my craft and genuinely passionate about it. If you are passionate about something, you must take it seriously, pursue it, be determined, and have confidence in your own abilities.   

What frustrates me is seeing friends who started out running plates or clearing tables in restaurants and pulling pints in bars, and then, after finishing education, they treated it as just a stepping stone to a "serious" or "proper" job. They never took it seriously as a career. Having started so young working in hospitality, and then studying for my degree, meant I had almost ten years of experience going into my first "real" job in the field. I think people need to realise the potential career opportunities of the hospitality industry and that it doesn’t need to just be a first job before you move on to something else.   

Describe Cliveden House in three words?    

Opulent, historic and iconic. 

What does a great customer experience look like at Cliveden House, and what makes it unique to other country estates?    

I believe great customer experience, and this isn't unique to Cliveden, comes down to happy people – both the team and the guests. If you have a happy, engaged, passionate team who care and are proud of what they do, that will translate to happy guests. I am very fortunate at Cliveden to have such a team. Their pride and passion are reflected in seeing guests checking out and wanting to rebook, or saying they wish they didn't have to leave, or even deciding to spend the rest of the day in the spa because they can't face going home.  

Cliveden House is, first and foremost, a house. It is meant to feel comfortable and like home. If you look around, we're in the library, sitting in big wingback chairs. It's relaxed and informal, not a stuffy corporate hotel or even a typical city centre property.  

What makes Cliveden unique amongst other country estates? Again, it is the people and the building. There is so much history here, it hard to describe, you just must experience it. Whilst there are other beautiful country house hotels, there is nothing quite like Cliveden. Even people who are not particularly into hotels know of Cliveden House, it is iconic. We are part of the Iconic Luxury Hotels collection, and while it might sound cliché, it's true. It is an iconic property in an iconic location.   

How do you stay updated on evolving guest expectations and trends in the hospitality industry?   

I stay updated by staying curious and constantly learning. I read a lot of industry publications, both online and in print, subscribing to things like The Caterer and Boutique Hotelier, and keeping up with industry-recognised events like the Independent Hotel Show. Over time, I have built relationships with people in the industry, sharing best practices with them and places I have worked previously. I keep in touch and see what they are doing, and "borrow with pride" any good ideas.   

The theme for Independent Hotel Show this October is ‘Redefining Luxury’ how do you think Cliveden House redefines luxury with its offering for guests?   

Cliveden House has a fascinating history. It was originally built in 1666 and has been rebuilt twice after major fires. Our motto at Cliveden is "Respecting the past, perfecting the future." We try to pay homage to the building's history, its nooks and crannies, its quirks, and its imperfections, while also elevating the guest experience. People come to stay here because of its history and opulence, but the challenge is adapting that to create a five-star luxury experience in 2025.  

A lot of work goes into our back-of-house technology. From in-room dining to pre-stay arrivals, we are currently introducing an app across Iconic Luxury Hotels that will allow guests to book online, check in without coming to the desk, order champagne from their room, and more. Everything is done seamlessly through the app, rather than a bulky directory in the room.  

We also have innovative systems in housekeeping. We use a system where I can see who is checking in and out, and we can add guest preferences or comments throughout their stay. This live-updates their profile, so when they leave or rebook, it is all there, allowing us to tailor their next stay to their needs.   

If your Cliveden House had a theme song, what would it be and why?   

Cliveden's theme song would definitely be "Rule, Britannia!" by Thomas Arne. It's a classic, patriotic song that evokes grandeur and history, perfectly capturing Cliveden's spirit. The lyrics about Britain's strength and resilience, and ruling the waves, resonate with Cliveden's own storied past and the influential figures who've graced its halls. It's a song of enduring legacy.  

And there is a special connection: Cliveden House is where "Rule, Britannia!" was first publicly performed for Frederick, Prince of Wales in 1740. So, it is not just any patriotic song; it has a direct link to Cliveden.  

Even as a Welshman, I must admit it's very British, that stirs up pride, passion, and quintessential Britishness.   

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