Q&A: Checking in with Tracy

Meet Tracy! From the care of our Odney ducklings to the creative flair that keeps the Manor looking spectacular every season, Tracy is the heartbeat of our welcome! Join us at our beautifully refurbished reception as we sit down with her to discuss the past, the present and the art of looking after our Partners and Members, get to know Tracy below!

How long have you been part of the Partnership, and what did your career look like before you joined us?

I am probably considered a newbie actually, I joined The Odney Club over four years ago but previous to this, I graduated in Art & Design but then spent the majority of my career in I.T.

During that time, my most exciting moment was being involved in a small focus group for an I.T. company that were the creators of video conferencing, which in today's terms translates into facetime, video calling. No one in those days had phones with cameras so it was a fun challenge to demonstrate how it would work with a camera trained on a U.K. duckpond and a camera on a bridge in Paris, it pretty much felt like we were taking people head on into the future! Later on I became an events officer for a university where I got to travel all over the U.K. until I joined Odney. Every role I have undertaken has utilised my skills in creativity and design. I have been incredibly lucky!

Many of our guests might not know that you are the creative mind behind our displays and organising some of our seasonal events. From the spooky vibes of Halloween to the magic of Christmas, you do it all. Which seasons have been your favourite to work on?

I love working on all the decorations, but my favourite display in reception has to be Mothering Sunday as it is a garland full of bright floral blooms which is particularly special as when we take the Christmas decorations down it looks very bare, but the flower garland goes up just when the spring flowers are coming up and the days get lighter and longer. I'm hoping….fingers crossed that we can do something a little different for reception at Christmas this year to tie in with our fabulous newly renovated reception area.

That leads us perfectly into our next topic: The surroundings! If you’ve visited lately, you’ll have seen Tracy in a fresh new setting following our reception’s winter 'glow-up.' Tracy why was this renovation so vital for the team, and which part of the new look is your personal favourite?

It was so important for us to re-jig the reception area, not just for the decor, but for practicality. Previously, we only had one workstation, which meant queues could form; we never want our guests to waste their precious time just waiting to check in. Now, with two workstations, we can welcome and advise everyone so much more efficiently.

As for the aesthetic, I absolutely love the colour, in fact, I have the exact same shade in my lounge and kitchen at home! I’ll be honest, I wasn’t sure about the wallpaper when I first saw it on the roll, but now that it’s up, I think it’s stunning. I really hope our guests love it as much as I do!

Could you walk us through a typical day on reception and give us a sense of everything that goes into keeping The Odney Club running smoothly?

At Odney, there is no such thing as a "typical" day; the variety is exactly what keeps us inspired. Our core responsibilities range from managing bookings and overseeing guest arrivals, to processing memberships and answering enquiries. We also take great pride in sharing Odney’s rich history and local recommendations to ensure every guest feels at home from the moment they arrive.

During peak periods, our "can-do" spirit truly shines. We are a team of versatile multitaskers who seamlessly transition between roles, whether that’s assisting with food service, supporting the conference center, or adding those special touches like decorating a room with balloons for a celebration. From the front desk to the poolside, we work as one to create a seamless experience.

Above all, we pride ourselves on getting to know our visitors and providing the best service possible. Many guests have become like old friends, while new visitors quickly get infected by our passion and joy as we explain all that Odney has to offer. It’s a rare day when one of us doesn’t get a hug from a seasoned regular or a happy newcomer! Our mantra is simple: “Treat everyone the way you would wish to be treated, but with bells on!”

Looking back at your time here, do you have a favourite memory, perhaps a special moment with a guest or a fun story with a colleague that stands out to you?

So many lovely memories. Obviously, many people will know my experience of rescuing abandoned duck eggs from Odney, taking them home, hatching them in my house then releasing them back to Odney (having absolutely no knowledge of how to do this ha ha).

 As a first aider I was called out as one of our guests had thought it would be a lovely photo opportunity to step on a low branch of a tree near the water gardens, but she slipped and fell and thought potentially she had broken her back, so I spent around three hours with her whilst she was on the ground waiting for the ambulance to arrive, so to pass the time, we both spoke about our dreams, and aspirations and I also told her about my ducks. Am happy to report that she hadn’t broken any bones. 

One of our funniest moments happened recently while the team was trying on our new uniforms. I picked up a dress although my size , I just couldn’t get it on, so I asked my colleague Olivia to try it on as she was a fair bit smaller than me, assuming she’d have better luck. The only way to put the dress on was over the head and put your arms through the sleeves at the same time and she got properly stuck in it. I spent the next ten minutes alternating between rolling on the floor crying with laughter and trying to actually rescue her from the fabric.

Finally, when you aren't busy welcoming guests or decorating the halls, how do you like to spend your time away from the Manor?

I love chatting with our Members and the rest of the Odney team, hearing about their lives, and picking up endless tips on decorating and cooking. We have some incredibly talented folk here, and they truly are a fountain of knowledge!

At home, I’m usually on the go, I love a long two-hour walk whenever I can, and I’m often found baking, upcycling furniture, painting, or working on my own house (which is a permanent ongoing project!). I also spend quite a bit of my spare time checking in on my elderly neighbours to help with cleaning or to drop off the odd dinner and cake. I do try my hand at gardening, too, though am not that good at it.

To be fair, my absolute favourite indulgences are a bit more low-key: a long bubble bath, getting into my PJs, and then a McDonald’s with a good book in bed - please don’t judge me, ha-ha!

Thank you Tracy! Stay tuned for more chats with our team, where you'll get a glimpse into the passion and creativity that brings The Odney Club to life.