Master Innholders Community Spotlight - Miriam Varoli MI
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.
In this spotlight, we spoke to Miriam Varoli MI, General Manager at Andaz Liverpool Street Station, who talks about her experience becoming a Master Innholder, as well as what she's doing to give back to the industry.
What do you love most about working in hotels?
What I love most is the opportunity to create something meaningful for both guests and colleagues. Hotels are incredibly dynamic environments but there is a real sense of purpose in what we do. That combination of creativity, human connection, and impact is what has kept me passionate about the industry throughout my career.
What made you want to apply to become a Master Innholder?
Applying to become a Master Innholder felt like a natural step at this stage of my career. I’ve been fortunate to benefit from strong mentorship and opportunities over the years, and I feel a real responsibility to give back to the industry that has shaped me.
The Master Innholders represent a community of leaders who not only deliver excellence but actively contribute to the development of others and the industry as a whole and that’s something I strongly identify with.
How does it feel to be a Master Innholder?
It’s both an honour and quite humbling. You’re joining a group of individuals you’ve respected throughout your career, so there’s definitely a sense of pride.
At the same time, it comes with a responsibility — to contribute, to share knowledge, and to help shape the future of the industry. For me, it’s less about recognition and more about the opportunity to make a broader impact.
What qualities define a great General Manager?
Great General Managers combine strong commercial focus with genuine care for people. You need to be able to drive performance in complex environments, but equally create a culture where teams feel supported, engaged, and empowered.
I believe in being visible, hands-on, and communicative, which means building trust across the business while maintaining high standards. Adaptability is also critical, particularly given the pace of change in our industry.
Can you share a moment in your career that you're particularly proud of?
One of the moments I’m most proud of is the full-circle journey my career has taken. I started in hospitality as a room attendant at The Ritz in London, and today I’ve returned to London as a General Manager leading a flagship property.
That journey has been shaped by many experiences across different countries, cultures, and challenges, but it’s something I reflect on with a great sense of pride. It’s a reminder of the opportunities this industry can offer, regardless of where you start.
It also continues to shape how I lead today. I have a deep respect for every role within the hotel, and a strong belief in creating opportunities for others to grow and progress in the same way.
What advice would you give to someone starting out in hotels?
Be open to every opportunity and don’t be afraid to start at the beginning. I started as a room attendant, and those early experiences shaped everything that followed.
Stay curious, work hard, and focus on learning from the people around you. Hospitality offers incredible opportunities if you’re willing to embrace challenges and step outside your comfort zone.
What advice would you give to future Master Innholder applicants?
Be authentic and reflect on your purpose. It’s not just about achievements, but about your impact on your teams, your guests, and the wider industry.
Think about how you’ve contributed beyond your own property, particularly in terms of developing people and supporting the future of hospitality.
How are you looking to give back as a Master Innholder?
Giving back is something I’m deeply passionate about and already actively involved in. Through partnerships with organisations such as Springboard, The King’s Trust, and others, I focus on creating pathways into hospitality for underrepresented groups.
As a Master Innholder, I would want to build on this by mentoring emerging leaders, supporting industry initiatives, and helping to create a more inclusive and accessible hospitality sector. I see it as an opportunity to share experience, support others, and contribute to the long-term strength of the industry.