Pathways: Lucy Flinter, founder and director of Zero Procure

The founder and director of Zero Procure talks about changing career direction and finding the right support

Did you study a hospitality-related course at college or university?

Yes. I studied at what was then Buxton College, now absorbed into the University of Derby, and gained a BTEC National Diploma in hospitality management.

Did you do any work experience in the industry at a young age?

Yes, lots! I worked at the Leewood hotel in Buxton from the age of 14 as a chambermaid and banqueting waitress. I remained at the same hotel for a further four years as well as taking shifts at other pubs and restaurants until I completed my BTEC.

What initially attracted you to working in hospitality?

As staunch caravaners (now known as staycationers), we rarely ever had the economic luxury of staying in hotels on family holidays; however, on one occasion, we stayed at the then Posthouse Forte Lancaster and it has stuck with me. I was seven years old, and I remember being given a welcome pack for kids that I honestly thought was something special just for me and my brother.

I was fascinated by the receptionist and I can still see the breakfast buffet, which seemed huge and indulgent as I was allowed whatever and as much as I wanted! Every member of staff was smiling, friendly and helpful. To seven-year-old me, that was five-star luxury. I still rate a hotel by how the service makes me feel.

Who was your first mentor in hospitality?

A wonderful, formidable woman called Margaret Cross, or Miss Cross to me. She was my mentor throughout a week of secondary school work experience at the Leewood hotel. She was an incredible teacher and influence on me, and remained a mentor throughout my career until her passing.

How did you decide on your career direction?

Although focusing on jobs in the Manchester area, I applied for everything that was advertised and one of the interviews I got invited to was for a job in London. I spoke to Elisabeth Perry, an old college lecturer, and she encouraged me to go. So, I went, and I got the job: event co-ordinator at the Grosvenor House hotel. I stayed for a year, and that was in October 2000. London is now where I call home. The push to attend that interview set me on what has been a wonderful road of achievement and discovery professionally.

Could you talk me through the steps in your career?

After my role as event co-ordinator I moved internally to the Meridian Waldorf, where I worked under the leadership of Amanda Hyman, holding responsibility for the conference and events sales. I then took a leap outside of the traditional hotel world to work for the marketing consortium Great Hotels of the World as the meeting and incentive sales manager. I came back into hotels, taking a role with Holiday Inn Kensington Forum, and that was to begin my extensive career with IHG.

After starting a family, I took some time out, during which time my company the Spare Pear was born. I supported start-ups and established businesses to improve operational and sales processes to enhance their service offering and grow revenues. When the pandemic hit, I joined forces with John Stevenson and Clive Sheppard to create Zero Procure, a procurement company offering customers simplified procurement with zero cost or risk.

What are the biggest challenges you've faced working in hospitality?

Juggling my career and raising a family. I initially moved from operational event management to a sales-focused role due to the irregular and long hours required. IHG is an exemplary organisation that provided generous maternity leave, but as my career progressed and more UK & European travel was required, it became harder to keep all the balls in the air, so I took some time out. When I tried to return to the industry and raised the option of flexible working in interviews, I was met with a response of it not being an option. Hence, I changed direction and began my own business.

Do you have any regrets or things you wish you'd done differently?

I would have kicked my self-saboteur to the curb a lot sooner! I am an introverted extravert, and my self-confidence and self-doubt held me back for far too long. I spent far too much of my career underplaying my achievements.

Who inspires you in the industry?

Those who have taught, supported, guided and believed in me through the years. Especially Mark Upham, Philomena O'Donovan, Liz Hartstone, Ruth Scanlan and Tracy Bingham.