Richard Lappin, People Operations Manager of the East Region has been with Jockey Club Catering since May, 2016. Richard started working as a food runner and took every opportunity with both hands, completing an apprenticeship in Business Administration through Jockey Club Catering which has given him the skills to progress into a vital role within the team at Newmarket. We asked Richard a few questions of how he got into working for Jockey Club Catering and an insight into his role.

What does a typical day look like for you in the lead up to a raceday or event and on event?

In the lead-up to an event, my days are filled with preparation and organisation. I start early by reviewing any necessary updates to our staffing management system, checking in with the team to ensure they know their responsibilities, and delegating tasks as needed. I also finalise details such as staffing levels and ensure everything is set for staff check-in. At Newmarket Racecourse, where events are often large-scale, my focus is on coordinating the moving parts to ensure all staff members have the proper accreditation, know their assigned locations, and are clear on their schedules. I also check in with area managers to confirm they have the right number of staff and, if necessary, adjust staffing levels by adding, replacing, or reducing where needed. Throughout this process, I stay focused on problem-solving and task management to keep everything on track.

On event day, staying calm under pressure is key. After arriving at work, I begin with the management briefing, followed by staff check-in. We then assess any staffing shortages for the day and backfill these roles with team members on overbook. Throughout the event, I check in with managers and staff to ensure they have everything they need. The most rewarding part is seeing all the hard work come together. Afterward, the people team and I reflect on the event to evaluate what went well and identify areas for improvement in preparation for the next event.

What is the most rewarding aspect of your job?

The most rewarding part of my job is on race day after gates open and any issues there may have, have been resolved, being able to walk around the racecourse and seeing all team members working in their areas hopefully enjoying themselves at the same time! And thinking that I have played a major part in getting everyone booked in for that event.

What challenges do you face in your role, and how do you overcome them?

One of the main challenges I have faced in my role is implementing workforce management systems. Over the past two years, we have rolled out two new systems, requiring us to start fresh, develop new processes for using them, and integrate them into event planning. I overcame this by fully immersing myself in learning the systems and embracing the changes, knowing they were the right choice for the business. I also provided feedback on any issues we encountered to help improve the systems moving forward.

Can you share your most memorable moment you’ve been part of while working for Jockey Club Catering?

One of my most memorable moments while working for Jockey Club Catering was being part of my first July Festival in 2016. This was when I first supported the People Operations Team and realised that this was the career path I wanted to pursue with JCC. It was my first experience witnessing the sheer volume of customers on-site, as well as the scale of the workforce—around 650 staff members.
I was truly amazed by how, in such a short time between race meetings, the People Operations Team had seamlessly coordinated employees, from local team members to agency staff travelling from all over the country. Each person was efficiently allocated to their designated areas and returned to those same areas each day, ensuring smooth operations. This experience gave me a valuable insight into the behind-the-scenes efforts that go into running Newmarket Racecourse. 2025 will now be my eighth July festival!

How did you first get involved with Jockey Club Catering?

I started working at Newmarket Racecourse the day I left school, beginning as a food runner in the Summer House Restaurant. During the summer, I took on extra shifts with the prep team and later supported the People Operations Team during the July Festival and several concert nights.
As September approached, I realised how much I enjoyed working and decided that I didn’t want to start college. Instead, I enquired about the possibility of doing an apprenticeship within the People Operations Team. By January 2017, I had officially started my apprenticeship, working towards a Level 3 Diploma in Business Administration.

What support and training did you receive from Jockey Club Catering to help you grow in your role?

Throughout my time with JCC, I have received incredible support and training opportunities. I began with a Level 3 Diploma in Business Administration and have since participated in various training programmes to enhance my skills. This has included system training, as well as development in areas such as recruitment, social media, and correctly following investigation and disciplinary procedures. I am also currently completing a Compass Career Pathway in Human Resources, further expanding my knowledge and expertise in the field.

What would you say is your most used skill you have developed since joining Jockey Club Catering?

My most developed and frequently used skill is my ability to communicate effectively with people. While I have always been confident in speaking to others, my role has helped me build even greater confidence in engaging with individuals from diverse backgrounds, as well as communicating with those in more senior positions. Additionally, I have developed strong public speaking skills, whether leading managers briefings, staff induction days, or assemblies at local schools

What advice would you give to someone looking to start a career within the events and hospitality industry?

For anyone looking to start a career in the events and hospitality industry, my biggest advice would be to stay adaptable, proactive, and eager to learn. This industry is fast-paced and ever-changing, so being open to new challenges and willing to go the extra mile will set you apart.

My advice would be to grab any opportunity with both hands and be willing to put in the extra effort, including working additional hours when needed to get the job done. Gaining hands-on experience is invaluable—whether through part-time roles, volunteering at events, or apprenticeships. The more exposure you get, the better you'll understand the industry's demands and opportunities.

What is your favourite fixture in the East to work, and why?

My favourite fixture to work in the East region would be July Festival, because it’s the largest fixture of the year at Newmarket and really shows the best of what we can do! 

If you could describe your role in three words, what would they be?

Fast-Paced, Exciting, Rewarding.