Master Innholders Community Spotlight - Kasia Kudzia
We've recently been speaking with members of the Master Innholders community to find out more about their hospitality careers, what working in hospitality means to them, as well as what they are doing currently to give back to the industry as part of their work.
This week, we spoke to Kasia Kudzia, Hotel Operations Manager at 11 Cadogan Gardens & The Chelsea Townhouse and one of our finalists for the GM of the Future, The Neil Banner Scholarship. Kasia shares what it is like to be shortlisted for the award, what she love most in her role, as well as her aspirations for the future of hospitality.
What inspired you to pursue a career in hotels?
What started as a seasonal job around 20 years ago has now turned into an amazing people-driven journey. I enjoy working with people and being part of a strong team, but it's also from my love of people and delivering those beautiful experiences for our guests. Hotels rely on collaboration, teamwork and communication to deliver great service, and that people-centred environment is what inspired me to continue to grow within the hospitality industry.
What do you love most about working in hotels?
I am a born problem-solver, and I enjoy the energy and variety that hotel work brings. No two days are the same, and I love the challenge of adapting quickly, thinking on my feet, and finding solutions in real time. I love the teamwork involved; there’s something genuinely motivating about working closely with a team to deliver great service and achieve shared goals.
Why did you apply for the GM of the Future Award?
I’m passionate about leadership within hospitality, and the GM of the Future Award aligns perfectly with my career aspirations. I want to contribute to building innovative, guest-focused hotel operations, but also inspire the next generations to aim high. This award represents an opportunity to learn, be challenged, and gain exposure to best practices that will help me grow into a future General Manager.
How does it feel to be on the shortlist for the GM of the Future Award?
It feels like a real validation of the effort, passion, and dedication I’ve put into my career. It’s encouraging to see that others recognise my potential, and it makes me even more determined to keep progressing.
It reinforces that I’m on the right path and encourages me to develop the skills and qualities needed to become an effective General Manager.
What qualities do you think define a great General Manager?
In my view, modern General Managers should be emotionally intelligent, empathetic, but at the same time, strategic, adaptable, and able to think outside of the box. Strong leadership and motivational skills are also part of the role where it is vital to create, retain and develop high-performing teams.
Can you share a moment in your career that you're particularly proud of?
It would definitely be during my time at The Prince Akatoki London when we achieved our first 5* Forbes rating. This was after COVID-19, when times were uncertain and teams were built from scratch. I remember we all put in an extreme amount of effort to make it happen, and it felt fantastic when we received “that” phone call. It makes me extremely proud because what was “the new kid on the block” hotel was now on the map with most luxurious and well-known brands in the world.
What advice would you give to someone just starting out in hotels?
Be patient, deal with anything that comes your way, learn from it and move on. Good or bad, time will always pass, so it’s important to make the most of every opportunity.
What are your aspirations for the future of hospitality?
I aspire for hospitality to evolve into an industry that blends genuine human connection with sustainable practices and smart technology, creating experiences that are both meaningful for guests and empowering for the people who deliver them.
Share something that gets you through your day. Is it coffee? Is it listening to a podcast on the route to work?
Before work, I often come out of the tube 2-3 stops early and walk to work through the park listening to music; it helps set me up for the day and puts me in the right headspace. Also, 3pm is my weak spot, where I go for my favourite double cappuccino at the local café.
The winner of the GM of the Future, The Neil Banner Scholarship will be announced during the evening of the first day at the Hotel Leadership Conference, taking place 19-20 January at London Hilton on Park Lane. Find out more here.