Whether it’s baking for family and friends or working in her dream job, the head of guest services at Resorts World Birmingham, Philippa Deanhas one mission – to put a smile on everyone’s face 

BEEN THERE, DONE THAT

I was born and bred in Birmingham (Solihull). My ambition in life from the age of 10 was always to become a chef.  I completed five years of intense classical cookery at Birmingham College of Food, Tourism & Creative Studies (BCFTCS, now known as UCB). My forté was Larder & Butchery (not something you’d expect a young lady to do!) I was lucky enough to work at many hotels in the city centre, working my way up to the top, cooking for the likes of the Roux Brothers and Gordon Ramsay. My career began at the Midland Hotel (now the Burlington), before working for Intercontinental Hotels Group and Lake Vyrnwy Hotel in Wales. To me personally, you can only call yourself a chef if you have been classically trained! I changed direction after 10 years, still working in hospitality to understand and explore the operational side of the industry, as a conference and events sales manager.

IT’S WHAT I DO

My mantra is: “Nothing you wear is more important than your smile.” As head of guest services at Resorts World, I have now stepped into my dream job. I am known for my enthusiastic and outgoing nature – I aim to place a smile on everyone’s face that I come into contact with. I adore my job – it’s a fabulous, happy place to work and is my second home! I am able to always be myself and truly demonstrate what true, exceptional guest service is.

WHAT I’D LIKE TO SEE

To blow away our competitors! There is nothing around the city that offers a destination with so much fun under one roof and outstanding service for our guests. It’s the place to go!

BIGGEST SUCCESS

Being awarded Resorts World Birmingham’s employee of the year at our in-house Awesome Awards this year meant the world to me. My second biggest success was winning chef of the year at BCFTCS. I like to think that any job I am given, I commit 100 per cent to the task in hand. I am truly humbled that I have landed on my feet and been able to excel at being me!

BIGGEST LESSON LEARNED

To always be myself, try and avoid being around negative people and surround myself with positivity. Manners cost nothing, I thank my parents for a my strict upbringing and guidance that nothing in life is perfect but if you work hard at whatever comes your way, you can never say you’ve failed.

WHAT I LIKE ABOUT BRUM

I love the mix of old and new, it’s a vibrant and exciting city.

DOWNTIME

Being a wife and mom to two boys, making memories is a priority as life is too short and they grow up so fast! Cooking/baking is my second passion. My eldest son rates every meal prepared out of 10 – I’m sure he’ll be a food critic in the future! I love baking for friends, family and work colleagues. Placing a smile on someone’s face from something that is homemade means everything to me – I suppose you could call me a people pleaser.