A career in management rarely follows a straight line. It is built through experience, shaped by challenge, and deepened by a genuine commitment to supporting the people around you. In this piece, Professional Academy Head of Operations Hazel Lott-Canning shares her journey from the hospitality industry to leading operations at one of the UK's most respected professional training providers — and what she has learned about management along the way.
Introduction: A Journey into Management
Hazel's journey into management began during her gap year, when she entered the vibrant and fast-paced world of hospitality and catering. Starting as a trainee assistant manager at a Whitbread pub, she gained hands-on experience in leading teams, delivering exceptional customer service, and managing operations in a high-pressure environment. That early role ignited a passion for leadership and laid the foundation for the career that followed.
Building a Career in Hospitality and Licensed Premises
Over the next 20 years, Hazel built a career specialising in pubs and licensed premises. Working in licensed premises provided a unique understanding of compliance, customer engagement, and team dynamics — all within a highly regulated industry. Those experiences honed her ability to navigate challenges, foster strong relationships, and drive operational success: skills that would later prove invaluable in education and training.
A Shift to Education and Training
In 2015, Hazel made a significant career shift into the education sector, joining a national training provider as an NVQ assessor and specialising in the training of hospitality management. Drawing on her extensive experience in pubs and licensed premises, she helped apprentices develop their skills and achieve their qualifications.
For six years, she worked closely with apprentices, guiding them through their learning journeys and providing mentorship tailored to the unique demands of the hospitality industry. This role deepened her appreciation for education as a transformative tool for personal and professional growth — and reinforced her belief that great management development starts with great support.
Transition to Leadership in Education
In 2021, Hazel transitioned into a management role with a small independent training provider. This new chapter allowed her to build on her expertise in both hospitality and education, applying her leadership skills to support staff, improve operational outcomes, and enhance the learner experience.
The role challenged her to think strategically, balancing the needs of the organisation with the well-being and development of both staff and students. It also cemented her interest in advancing within the education sector — and in helping others find their own path into management.
Leading at Professional Academy
Throughout her career, Hazel has been guided by a commitment to continuous improvement, collaboration, and well-being. Whether managing pubs, mentoring hospitality professionals, or leading in education, her focus has always been on empowering individuals and fostering environments where success is attainable for all.
Today, as Head of Operations at Professional Academy, Hazel leads with purpose and dedication — driven by a lifelong belief in resilience, adaptability, and the power of learning to create meaningful change. Her career is a testament to the idea that management is not simply about overseeing people; it is about investing in them.
How Professional Academy Supports Your Journey
If Hazel's journey resonates with you, it may be time to take the next step in your own management career. At Professional Academy, we offer a range of programmes designed to help individuals at every stage of their management journey — whether you are stepping into a supervisory role for the first time or looking to progress into senior leadership.
Our management qualifications provide a structured, recognised pathway to professional development, whilst our Business Administration Apprenticeship offers an excellent route for those beginning their career in a business or operational setting. For those looking to work towards Chartered Manager status, our management programmes provide the right foundation.
To find out which programme is right for you, get in touch with our team today.
