International Women’s Day – Rachel’s Story and Life in Hospitality
Please introduce your name, your current position, and your venue.
I am Rachel Lambert, but everyone knows me as Lamb. I am currently the General Manager of Real Drinks in Maida Vale / Little Venice. We are a tasting room and shop.
Can you tell us a bit about how you got started in the industry, and how that has led you to your current role?
Going way back, I started as a pot wash in a pub when I was 13 or 14, which was a very long time ago! Then, I worked part-time in a little pub when I was 18. They had cask festivals in a room out the back. I remember being there thinking, “This really isn’t my bag” — I was only 18.
When I got into craft beer, Shipyard was what initially got me into ale. Then I started working at The Euston Tap, about 11 or 12 years ago. I began part-time while working at a shoe shop in Camden, but eventually switched to full-time at The Tap. I moved up to Supervisor, and that’s where I learned everything because I wanted to know everything. Neal, my manager at the time, was really nice and answered all my questions about how beer is brewed and all the things that come with it. “What’s this? What’s that?” Having all the taps at Euston meant I was exposed to so much, and the big hitters at the time were all going through there (Euston Tap) on cask and keg. That was the jumping-off point, let’s say.
What attracted you to the hospitality industry initially? Was it something you always knew you wanted to do, or did your path evolve over time?
It definitely wasn’t something I always wanted to do, that’s for sure. But I think hospitality is in your blood. I’ve always had part-time pub jobs or come back to pub work. I’ve had a couple of retail jobs and a few other roles, but hospitality is something that literally always draws you back in. It’s just how it is — that back-and-forth and the customer service element. Giving a customer, or a friend coming in, exactly what they want without them giving you much to work with — that’s one of the best things. Again, hospitality is in your blood. This is where I am (Real Drinks), and I don’t see myself doing anything else.
Were there any challenges you faced early on in your career, and if so, how did you overcome them?
Yes, being a woman in beer. It’s much less of a challenge now, but there are still the odd moments. However, 10-12 years ago, you weren’t the person someone would go to for advice. There were times when I was the manager on shift at The Euston Tap, and a man would come up and ask any of the men there. I was often overlooked, but 90% of the time, they would end up being directed to me because I knew more. It wasn’t always easy — you have to be made of some tough stuff. There have been things I probably won’t say because they would incriminate some people, but it’s been a lot of ups and downs. All the bad stuff has made me stronger and helped me grow as a person.
What role or position was a significant turning point for you in your career? Was there a moment when you felt like you really found your niche in the industry?
I’ve worked in quite a few different areas of beer. I think the turning point would be working at Caps and Taps. I knew I wanted to get into this retail and drink-based facility, where you get the best of both worlds. It doesn’t make it easier for me, but I’d rather thrive in that environment. Phil and Steph (the founders of Caps and Taps) are great people, and getting knowledge from them, having their support, and learning how the bottle and wine shop runs, is what made me realise that I wanted to go into retail as well. I also spent some time at Beer Merchants Tap, which was my first experience on this side of the industry. I briefly tried sales but jumped back out during Covid. But Caps and Taps was definitely the moment when I thought, “This is it.” The annoyance and brilliance of the new beers coming out all the time — you don’t get that with kegs. It’s much faster-paced in that sense.
How has your experience in hospitality shaped your personal growth? Have there been any lessons you’ve learned along the way that have impacted other areas of your life?
Yes, it can’t not. Work takes up most of your life, and you’re constantly in it, doing stuff. It’s probably — sorry to sound negative — dealing with some of the worst people and trying to manage those situations. You can probably count on one hand how many times this has happened, but those moments are where you grow and learn. It’s also about the different people you meet. From working in North, East, South, and now West London, I’ve been able to open myself up to loads of different people. London is so multicultural, so you speak to so many different people. I think that’s been a huge learning experience. You can always learn from others. I’ve definitely learned a lot here just from speaking to people, which is why I love this job. You’re exposed to things you wouldn’t necessarily find on Google.
Do you have any advice or tips for other women who are interested in beginning or growing a career in hospitality?
Be tenacious, be strong, and know yourself. You need to know when you’re right and when you’re wrong. Knowing when you’re wrong is just as important as knowing when you’re right. I can see Joel (partner) looking at me now laughs. I think it can be tough sometimes, but the good severely outweighs the s***. It’s very much learn, talk, and do. I don’t think I need to say much more!