Over the course of Emma Banks’ career, she has seamlessly transitioned from independents to large global hospitality companies. She joined Hilton in 2019 with a mission to make the company the clear leader in F&B. In this short time, she has made a big impact, bringing exceptional F&B talent into the business while being actively involved in Hilton’s various diversity initiatives.
Emma recognizes the critical responsibility that F&B plays in protecting the planet and has been involved in initiatives to reduce single-use plastics, track food waste, and source ingredients locally. Emma is also a role model to women in the industry, ranking #1 in Caterer Middle East’s “2020 Women in F&B” Power List. At the end of 2020, Emma was elected a Member of the Board of Governors and Member of the Board of the Academic Committee of Dubai College of Tourism (DCT) and in 2022, she was selected to be one of HSBC’s “75 Faces of the UAE”.
Emma holds a Bachelor’s Degree from Leeds University.
Below are the highlights of the interview conducted between World’s Leaders and Emma Banks:
Can you tell us a little about your journey prior to starting your professional journey?
I was born in Malacca and raised in Malaysia, attending boarding school in Penang at six years of age. I was an all-rounder rather than an academic at school, excelling in sports with a particular talent for tennis.Summers were spent visiting family in rural Wales, where I learnt to ‘graft’ through a series of hospitality jobs which taught me the value of money. I recall my excitement when I could eventually afford to buy myself an Arthur Ashe aluminium tennis racket, and my delight on court when all my opponents used wooden ones. I supported myself through university in Leeds with three jobs: cocktail bartending, pulling pints in a pub and waitressing in a café. Suffice it to say that my experience “at the coal face” ignited my passion for the industry.
Tell us about Hilton.
Hilton is a leading global hospitality company with a portfolio of 18 world-class brands, comprising nearly 6,900 properties and nearly 1.1 million rooms, in 122 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on Fortune’s 100 Best Companies to Work For list and been recognized as a global leader on the Dow Jones Sustainability Indices for five consecutive years.
What are the company’s primary offerings?
While Hilton is primarily known for its rooms, food and beverage are an important part of the company’s operations, and we have a 103-year history of pioneering culinary innovations, from the invention of the Waldorf salad to the world-famous Red Velvet Cake.
What about the sector inspired you to joining it? And how do you continue to grow and develop as a leader?
There is a sense of satisfaction and camaraderie from a long day “on the floor” that only certain industries can give you. When you work in a restaurant or a bar, you play a pivotal role in your community—and my passion was ignited by the way that you can change someone’s day through offering generous, heartfelt hospitality. When you choose the trade, or rather it chooses you, you automatically become a part of a global community. I personally choose to work with fellow industry peers to advance important initiatives for the betterment of the whole – values which inform my leadership style. In my strategy and development role, I constantly draw from my years of operational experience to help inform creative and empathic thinking; the resourcefulness that you learn in a dynamic customer-facing environment is eminently transferable, especially when managing multiple stakeholders. I voraciously consume our trade press, I take an avid daily interest in the market and what our competitors are up to, especially in the area of innovation and sustainability. I lean on industry experts to outline future trends, and I always make sure I take my team along for the ride.
Describe who you are as a person, inside and outside of the workplace.
I am a big believer in not being afraid to be yourself, and I am very lucky to work for a company that encourages you to bring your “authentic self” to work. It is acceptable to have your own style and approach as long as it is respectful of your environment, culture, or workplace – in fact, I believe it frequently commands respect.
One of my favourite sayings is “be the person your dog thinks you are’ – so I strive to be fair, fun, kind, caring, hard-working – I guess my dogs will have to be the judge of that!
Tell us about your role and responsibilities as Vice president?
I am based at Hilton’s MEA Area Office in Dubai, where I lead F&B strategy, as well as concept and product solution development and implementation across Europe, Middle East, and Africa. In addition, I oversee the sourcing and management of third-party restaurant brand and operator relationships to support Hilton’s trading and future pipeline of hotels across the region.
What about the culture and values resonate with you?
Hilton is driven by a mission to be the most hospitable company in the world—by creating heartfelt experiences for guests, meaningful opportunities for team members, high value for owners and a positive impact on the communities in which they operate. It is its culture that drives its growth and its impact-working for a company that places people, planet, and profit on an equal footing is a daily inspiration for me.
What has been the most significant barrier in your career?
Like many other people, adjusting to and leading my area of business through the pandemic was immensely challenging. I had to dig deep and empower my wonderful team.
What is the happiest part of your daily routine? How do you balance work and professional life?
I am very lucky in that I both work to live and live to work. I love what I do, and I derive great joy from working with my fantastic team and the wider network to drive the company’s vision.
That said, I am at my happiest when I am with my daughter Lily and my husband Jon—and our ever-growing menagerie of rescue cats and dogs. As for balance, anyone who knows me knows that I find my inner ‘chi’ on a spin bike at a hundred miles an hour.
What are the most important attributes of successful leaders?
As Warren Bennis famously said, “Leadership is the capacity to turn a vision into reality”. You can’t do that unless you surround yourself with top talent and allow it to flourish.The quality of your leadership is then determined by the standards you set for yourself; you have to walk the walk as a role model. A leader should not dictate, but rather provide a culture of support, encouragement, recognition, and, of course, discipline – governed by empathy and the desire to do the right thing.
What advice would you give to the next generation of female leaders?
Have confidence and trust that you have earned your seat at the table – if you are given an opportunity, grab it, you were offered the opportunity for a reason. Surround yourself with great people, empower them and always have a plan.
