Marshall began his journey with Firmdale at the Haymarket hotel. At the age of 18, he decided to pursue his passion for a career in hospitality, rather than go to university. His first placement was in room service, where he developed his knowledge and skills within a five-star establishment. He has since enrolled on the management apprenticeship, where he gained a distinction. He moved to the restaurant to develop his floor skills and to be in a more customer-facing role. Eleven months later, Marshall started
The general manager Vitalijus Beinarovic, Bartlett Mitchell
Vitalijus joined Bartlett Mitchell in 2012 as the banqueting supervisor at a prestigious private members’ club. Since then he has risen to become the general manager of a flagship Canary Wharf site. Moving into the deputy general manager
role in 2017, he immediately made changes in the hospitality department. Among other things, he recruited a new supervisor (who he worked with to set up new service delivery standards), revised the food offer, published a digital menu selector and instigated monthly feedback sessions. These initiatives led to a dramatic increase in positive customer feedback and increased sales by 11%. When Vitalijus was promoted to general
manager, he led a change management programme, delivering an innovative food offer that moved away from the standard menu to an all-day grazing menu, which was designed to align more closely with the flexible working practices of the workforce. Vitalijus has worked hard to manage his team effectively through the change, keeping morale high during a challenging time, as well as introducing new ways of working to maximise the team’s efficiency.
his first supervisory position back where it all began, in room service. Marshall says: “Firmdale has given me an enormous amount of confidence to grow my knowledge and lift off my career. “I have met some incredible people
throughout my time and genuinely could not wish for better mentors and colleagues. I am driven to succeed but feel
The room service supervisor
Marshall Bax, Ham Yard hotel, London
very fortunate to work with people who have done so much to help my learning and development. “Working hard and having these people
around me meant I was lucky enough to be named the Rising Star at the annual Firmdale Love What You Do awards. “Firmdale has shown me and my
colleagues true love and care, which is why I’m looking forward to what’s to come!”
The head housekeeper Astrid van Autryve, Mandarin Oriental Hyde Park London
In May 2017, Astrid joined Mandarin Oriental Hyde Park London, taking part in the training programme after graduating from Glion Institute of Higher Education in Switzerland. In the first six months she worked in concierge and guest experience before
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moving onto housekeeping. After a few months in housekeeping, she fell in love with the department and decided to stay and build a career there. Since then, she has developed and was promoted to head housekeeper at the start of this year. Astrid believes that housekeeping is the heart of the hotel. It creates the magic behind the scenes, enabling you to design a perfect, memorable and personalised stay for the guests. She says: “Housekeeping is a great
department for someone with ambition, because there are just so many opportunities. You can come up with ideas, quickly make them happen and see the changes for yourself. “I am learning how to manage a team made up of people from different backgrounds, as well as how to liaise with other departments of the hotel, understanding how it all comes together.”
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