Meet the Team: Michelle Robinson

Here at NCASS, there’s a passionate team working behind the scenes every day to make sure members get the most out of their membership – and we thought it was about time you got to know them!

Michelle has been at NCASS for over 4 years as HR Manager. Her background started in Customer Services before she moved into Human Resources where she has acquired over 30 years’ experience in supporting people.

What does your role as HR manager involve day to day?

My role is all about creating a place where people actually enjoy coming to work and feel connected to what the organisation is trying to achieve. My role is to focus on people strategies that aim to move the needle – especially when it comes to keeping employees engaged and sticking around to then in turn support our members.

My aim is to be a trusted sounding board, offering practical advice on people challenges and help to shape the organisation’s direction. My role is different every day, one day it’s about setting strategy. The next could be recruitment or resolving a people issue. It’s varied but that’s why I love it.

What are your top priorities in supporting our people?

HR’s top priorities are supporting employee wellbeing and engagement, attracting and retaining the right talent through development and fair reward, and ensuring the organisation complies with employment law and internal policies while managing workplace risks consistently and effectively.

What’s the most rewarding part of your role?

Above all, I am passionate about connecting the dots between happy, supported employees and a great employee experience – because when the team’s doing well, it shows in the service members receive.

How would you describe our company culture?

Our company culture is supportive, passionate, and continuously focused on improvement, with a strong commitment to helping and empowering its members. We aim to achieve high performance while maintaining integrity in everything we do.

What are some common HR challenges among independent hospitality businesses?

Main HR challenges in hospitality include maintaining appropriate staffing levels, ensuring compliance with employment law, and making sure contracts accurately reflect the correct arrangements for employees.  It is also essential to develop employees effectively, so they are well equipped to support through NCASS, while fostering a positive culture and working environment that makes the organisation a good place to work.

Within NCASS, the HR challenges largely mirror those seen across the wider hospitality sector. My focus is therefore on working closely with senior managers to ensure we have the right organisational structure; people practices and HR processes in place. This in turn, helps ensure that our employees are supported, engaged, and able to provide the best possible support to our members through their challenges.

How can employers create a positive workplace culture, even in high-pressure environments?

Employers can create a positive working environment by treating employees with respect, communicating clearly, and building trust through fair decisions. Encouraging openness helps people share ideas and feel valued. Providing opportunities for growth, recognising good work, and supporting work-life balance also improve morale and productivity, making employees more engaged and motivated.

What’s your go-to comfort food? 

I think my go to food would be Turkish or Moroccan food, although, give me a Manchester speciality such as chips and gravy and I am happy, I can’t lie.

What would you name your food truck or hospitality business?

Michelin Stars. Everyone calls me Mich at home so seems like the most obvious to me.

What’s a fun fact about you?

On a personal level, I am married and have a daughter and stepson that keep me very busy and on my toes. I love to travel and have visited places within the Caribbean, Africa, Middle East and Europe. Although I’m not very interested in football, I did benefit from attending the World Cup 1998 in France which was absolutely amazing.