Wise Words: Caroline James
I think it’s fair to say Caroline James’s approach to being a leader is what everyone would love their own boss to have.
General manager of Newcastle’s Utilita Arena, she has worked around the world, building teams to deliver excellent experiences, with an emphasis on kindness and putting her staff’s families firmly in the picture.
Brought up in Lewisham, South East London Caroline said reading was a massive part of her childhood. “Some of my earliest memories were being tucked up in bed and my parents reading me books by Shirley Hughes and Enid Blyton. I think it was the quiet time spent with them as much as the story that was so special.
“When I was a bit older I remember enjoying Little Women, the Famous Five and Secret Seven, where I loved the mystery. Roald Dahl was also a favourite. I found his writing so cheeky and fun.”
After school she had planned to be a history teacher and was accepted to do History at Plymouth University but her parents encouraged her to have a gap year, as they didn’t have a chance to travel.
Caroline sketched out a round the world adventure with a friend but it didn’t quite go as planned. She travelled to New Zealand and enjoyed it so much she stayed for 10 years. Her first job was as a casual waitress at a beach-side restaurant where there was a steep learning curve.
“I was absolutely terrible at my job at first. One time I tipped red wine into a really expensive handbag and there were other similar disasters! But I loved the life there. In hospitality you’re like a hybrid family due to the hours. At the end of shift we’d go to the beach and all chill out together.”
After a couple of years, the owners decided to sell the business and Caroline, then only 19, decided to take it on with a business partner. She finished her shift at 10 and got the keys at midnight the same day, along with responsibility for 100 staff members.
She said: “Running that business taught me so many important things. I learnt to be creative in how I juggled everything. For example, the menu had to stay right for the customers and still be inventive, while keeping an eye on the budget.
“I also learnt not to be afraid of change as it actually keeps things going.”
When she was 25, in part due to her business partner not being well, she sold it and moved into large scale hospitality at New Zealand’s major stadium.
She said: “I wanted to learn more so I did temporary jobs like waitressing in the VIP room which catered for 5,000 guests. One particular day the service was chaotic. I was running around doing a ridiculous amount of work but others were not pulling their weight. I could see it was because there was no clear picture of everyone’s roles. So, I stepped in and managed everyone to get the service sorted out and was appointed a supervisor.”
Caroline’s next job was an extraordinary opportunity. She was given the brief to help Wellington Zoo expand into catering but there was no running water or electricity in some parts of it. Ever inventive, she organised a corporate barbeque overlooking the giraffe’s enclosure.
“I had the strangest health and safety induction I’ve ever had for that role. It included what to do if a tiger escapes!”
When a relative passed away and her UK friends were beginning to start families, at 28, Caroline began to feel homesick. The time seemed right to return to the UK. Her first major role was working for the Dominion Theatre’s corporate events team in London.
She said: “I worked my way up and was appointed head of events. It was one of my favourite jobs. It was fun, challenging, interesting and I got to be part of the team organising an amazing 10th birthday party.”
This job was then followed by managing catering for 10 leisure outlets for GLL which included developing a coffee shop brand, which still exists today.
Caroline then worked in Qatar for a two major arenas for 18 months before being offered head of commercial sales and marketing at the Utilita Arena. This was followed by being promoted to general manager.
When she became the arena’s overall head, her daughter Isla was only six months old and her son Flynn was three. She admits it was tough but exciting.
“A £2m redevelopment programme is in the final stretch. We’ve had huge improvements to all areas from the artists’ area to the toilet facilities. There is also food development to come in the pipeline as well.”
The Utilita Arena has half a million visitors, and between 70-100 live events and shows, every year. It employs 25 permanent staff with around 120 casual staff for the beverage service, which can rise to 500 for big shows.
Caroline said: “I’m so proud of my team and what they achieve. I also want to make sure they fulfil their potential and have the time and space to develop. I hope I’m a staff-first leader. This is a hard industry and there are long hours which can be anti-social.
“I always try to be accommodating for my team so there’s flexibility if they need time off for a sports day, or spend time with their family after a busy weekend working, for example.
“You must be passionate about hospitality to work in it. . However, most of us work in this sector as we get to deliver someone’s unforgettable time out.”
As part of her desire to help people’s development, the Utilita Arena is supporting the North East Chamber of Commerce Inspiring Females awards.
It’s important to Caroline that she also continually develops her own skills set and she is currently doing a Business Management and Strategic Leadership course. She’s also reading business books like Good to Great by Jim Collins.
With fiction she loves Jodie Picoult’s novels and really enjoyed the annual Bay Tales crime writing festival in Whitley Bay where she lives.
My novel The Stand-Up Mam has funny family stories in it, do you have one to share?
My husband and I were having a serious talk and we were so engrossed we didn’t realise Isla had snuck in. She took a whole box of Ferrero Rocher, which was a teacher’s present, off the table and took them to her brother in the other room. We only realised what was happening by the rustling of the wrappers. They were very proud of themselves, surrounded by chocolates and the foil!”