Interview with Charlotte Philip-Smith, Senior Recruitment Consultant for UHNWI

Charlotte has been involved in luxury hospitality since 2017, where she has developed key relationships with UHNW clients. She worked on one of the world’s best superyachts in addition to travelling between India and Dubai with an UHNW family, gaining valuable insights and building her network. Transitioning from luxury hospitality to private household recruitment, Charlotte has successfully exceeded sales targets and excelled in business development. She is known for her personable and charming demeanour, which has helped her work effectively with VVIP and UHNW clients in London, Europe, the Middle East and the US.

Charlotte's dedication to making a positive impact on individuals' lives has earned her recognition from her clients whilst ensuring she surpasses their expectations. She continues to recruit private household staff for UHNW clients worldwide with passion, dedication and commitment.

Can you share the story of what inspired you to pursue a career in recruitment for UHNWI, family offices and private residences?

I spent the early part of my career working within luxury hospitality; private members clubs and 5* hotels. I was lucky enough to transition into working on one of the world’s best super yachts and to gain a glimpse of ultimately, living within proximity to a billionaire. I had an agent who recruited me for a role with an UHNW private family in India and then I went on to working in unimaginable properties in London and Europe.

I spent this time building relationships with my clients and I truly understood their expectations and the trust that is needed to work with them. Equally I would always be the ‘go to’ person for career advice and enabling people (my candidates) to believe in themselves and showcase their passion for working within private residences. Combining my passion for people with exceeding discerning client’s expectations, married well with the recruitment sector I work in.

What’s been the most significant moment or milestone in your professional journey that has shaped your approach to business?

I was hired in my first recruitment role as the company ‘wild card’ as I had no recruitment or sales experience but had worked within the UHNW private service industry. I became the biggest biller in the company and managed the company’s European desk alone after 12 months, exceeding the company’s revenue targets.

I am reminded on a daily basis by candidates who want to transition into the private household sector that belief in yourself is vital and having a mentor along the way certainly drives you to want to succeed. I have changed people’s lives by providing exceptional roles for UHNW clients. This is something that motivates me daily for both parties I work with. Ultimately, I am so grateful to have been able to utilise my skills as a people person, my job never feels like work and I have always been a natural problem solver, which in this industry it is essential! 

In the specialist world of private household recruitment, how do you stay up-to-speed with developments and maintain discretion? 

In the world of private household recruitment, staying ahead of the curve and maintaining the utmost discretion is definitely a unique skill. Prioritising discretion is at the forefront in working with UHNW clients, ensuring confidential protocols without asking too many questions and making sure that the right staff are recruited for the client is important. Background checks are essential, and candidates must be well-versed in working with HNW clients or at least properly trained to do so. Our client’s privacy can never be comprised.

Establishing and nurturing relationships with a diverse range of industry professionals globally— from property managers and butlers to private chefs, provides invaluable knowledge and expertise. These connections keep me informed about market shifts and emerging needs, from salary trends to staffing solutions which then transitions to managing the expectations of candidates and ensuring our clients are up to date with industry standard salaries which is also a vital part of my role - this enables vacancies to be filled as soon as possible. 

It is such a niche sector and it is all about who you know in the industry. Whilst media articles provide some insights, the essence of this industry lies in relationships, trust, and maintaining a competitive edge with both clients and candidates. Staying up to date with new yachts being built that need to be staffed, chalets being renovated, and palaces and properties being purchased is a snippet into developing business in an industry where nobody shares information.

My clients don’t have one hour to talk on the phone and so I need to ensure that I am able to identify their recruitment needs in an instant. To build trust whilst being honest and transparent; it really is a cocktail of people skills that essentially win the approval of whether the clients work with you or not.

Leadership often involves taking risks. But what role do you believe risk-taking plays in achieving success?

My passion for my job is evident and I always put my clients first. I approach every client challenge with the belief that I can solve it. There have certainly been wildcard candidates that I have sent to clients over the years, but when I believe in someone, I can't help but push for them.

Taking risks with candidates who have been in comfortable jobs for years and headhunting them for VIP clients can be daunting. Moving someone from their comfort zone to a completely different country, for instance, is a significant gamble. My experience recruiting volume candidates in the Middle East was extremely risky but incredibly rewarding. Hearing stories of these candidates, after their 12-month contracts, buying homes in their home countries and earning five-figure salaries made it all worthwhile. This success often turns these candidates into future clients, strengthening our network.

Remaining genuine and honest while presenting a risky new job opportunity can be slightly uncomfortable. Yet, I believe that at the end of every dark tunnel, there is light. Taking calculated risks, fuelled by belief and integrity, drives progress and leads to extraordinary outcomes. It is this willingness to embrace uncertainty and trust in my instincts that has consistently paved the way for remarkable achievements in my career. 

What is your business philosophy, and how do you use this to inspire and motivate those around you?

Richard Branson said, "If somebody offers you an amazing opportunity but you are not sure you can do it, say yes and then learn how to do it later." This philosophy has guided me for over ten years. Put simply saying yes and figuring it out afterwards. 

I always say take every opportunity, I’ve embraced all that have come my way and taken risks that have shaped my career. This approach has allowed me to work with numerous VIP clients, build valuable relationships and travel extensively throughout my career. 

Never be afraid to say yes and if you believe that you can achieve or overcome what is in front of you, you have nothing to lose! 

Everyone has a unique talent and if you spend your life saying no, life will reward you with exactly that. 

How do you personally help foster a culture of trust and respect within your professional network?

This is an industry externally full of gossip, I have never been someone who enjoys gossiping. I ensure that no conversation goes any further than the one I have on the phone with both my clients and candidates. I am a genuine person who prioritises honesty and transparency. I don't want my clients to overpay for services or invest in someone who might compromise their privacy and trust.

Building genuine relationships with the candidates I represent is vital. A single bad hire can undermine everything, so I take great care to ensure that both clients and candidates can trust my recommendations completely.

Can you share a specific setback in your career, and how you utilised that experience to learn, grow and improve?

I encounter daily setbacks, whether it's investing time and effort into clients and roles that ultimately get closed or having candidates who become unavailable. Despite these challenges, I remain committed to investing all of my energy into every client interaction. I firmly believe in the adage that you don't get a second chance to make a first impression.

For me, setbacks serve as opportunities for growth and development. Each instance where a role is lost or a candidate declines an offer reinforces my resilience and determination. It keeps me grounded and focused on progressing forward. I am often reminded of my ‘zeal for life’ by people I meet because as cliche as it sounds, life is too short to dwell on setbacks and they only solidify the importance of maintaining a positive outlook in every situation in order to progress. 

Leaders often face challenges in balancing work and personal life. How do you manage this balance, and what strategies do you use to prevent burnout?

Dare I say it - take a holiday every quarter! While some might not believe in working from home, I certainly experience little to no burn out and it enables me to ensure that every minute at work is utilised effectively. I know myself well enough to have comparisons between taking care of myself and not taking care of myself and so having a daily routine is extremely important to me. Personal development is a continuous play, I do Pilates every morning and listen to stoic philosophers on my commute. I meditate weekly and read a lot of personal development books. By integrating these strategies into my routine, I maintain a healthy balance and stay rejuvenated both professionally and personally - once you find what works for you it changes everything. 

An additional principle I live by is embracing everything that happens both as good and bad and as a valuable lesson - trusting everything that happens is for the best. This is a stoic principle called ‘amor fati’ which essentially means ‘accepting your fate’ It helps you find peace in every moment and with every obstacle. A necessity in my day job and personal life. Amor Fati.. 

What advice do you have for individuals aspiring to work within UHNWI private household recruitment? 

Recruitment in general has a reputation for hard core sales which is not my ethos or who I am as a person. I believe that having excelled so much in this industry is because I genuinely want to help people and I am extremely passionate about what I do. Taking an interest in people and listening is so important. I notice the difference in the success of people in this sector who focus on the money first and those who take an interest in helping people. My father ingrained in me to ‘have a passion’ I have certainly found mine. 

Are there key principles or lessons you wish you had known when starting your journey? 

Don't take daily occurrences personally. In recruitment, it's inevitable that not every client or candidate will be pleased 100% of the time and rejection is a natural part of the process. Understanding that rejection is not a reflection of personal worth has been transformative and I am grateful to continue mastering the art of managing these situations with grace. 

This has not only strengthened my professional resilience but has also positively impacted my personal life.

Finally, for those seeking to work within private households, whether that be super yachts, chalets, villas or private residences, how can they best pursue those ambitions?

Experience is important; if you work in the industry already master your job role and always exceed client expectations, work the long hours and act as if every day was a stage to present your best self on because the right people will notice.

If you work in commercial hospitality; 5 star hotels or Michelin starred restaurants, gain qualifications like getting an STCW to work on yachts, do a certified butlers course or additional culinary courses. Take photos of your food to present to clients. Start working at private catering events to understand how to work with and serve UHNW clients.

Tailoring your CV and cover letter to highlight relevant skills and experiences is crucial. Personal recommendations and references from trusted professionals can also significantly boost your profile. 

Finally, and most importantly, work with a reputable recruitment agency that has the connections, be open to new roles and hopefully you can find a mentor consultant who can help you get your foot in the door. Sometimes you have to settle for less in order to progress and in the long run it truly can be life changing.