Master Innholders Community Spotlight - Raoul de Souza 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.
This week, we spoke to Raoul de Souza MI, general manager at Hilton London Bankside. Raoul shares his journey to becoming a Master Innholder, what he’s learnt along the way, as well his thoughts on what makes a great leader in today's industry.
What do you love most about working in hotels?
It has to be the people. No two days are ever the same, and you have the opportunity to create memorable experiences for guests while developing and supporting your team. I take great pride in seeing people grow within the business and in building an environment where both guests and colleagues feel valued.
What made you want to apply to become a Master Innholder?
I have been aware of the Master Innholders for many years and have always admired the role they play in championing standards within our industry. It felt like the right time in my career to apply, not only to continue my own development, but also to contribute more actively to the wider hospitality community.
How does it feel to become a Master Innholder?
It is a real honour. To be recognised alongside such respected professionals in the industry is something I am very proud of. It also comes with a strong sense of responsibility to continue learning, to uphold the highest standards, and to give back wherever I can.
What qualities do you think define a great General Manager?
A great General Manager leads by example, sets clear standards, and builds a strong, engaged team. It’s about balancing commercial performance with people development, maintaining consistency in guest experience, and creating a culture where individuals feel supported and motivated. Strong communication, adaptability, and a genuine passion for hospitality are also key.
Can you share a moment in your career that you're particularly proud of?
One of the moments I am most proud of is leading the team through a significant period of development at Hilton London Bankside, including the addition of new rooms and enhancements to the hotel, while continuing to deliver strong performance and guest satisfaction. It was a challenging time, but it demonstrated the strength, resilience, and commitment of the team.
What advice would you give to someone just starting out in hotels?
Be open to learning and take every opportunity that comes your way. Hospitality is a people-focused industry, so building relationships and understanding different perspectives is key. Stay curious, work hard, and don’t be afraid to ask questions. It’s an industry where you can build a long and rewarding career if you are committed.
What advice would you give to future Master Innholder applicants?
Be authentic in your application and reflect on your journey and contribution to the industry. It’s not only about what you have achieved, but how you have supported others and given back. Take the time to understand what the Master Innholders represent and how you can contribute to that.
Being part of the Master Innholders community is about giving back to the industry – how are you looking to give back now you have become a Master Innholder?
I am keen to continue supporting the next generation of hospitality professionals through mentoring, education partnerships, and community engagement. I also look forward to sharing experiences, contributing to industry discussions, and supporting initiatives that promote hospitality as a long-term career. Being part of the Master Innholders community provides a great platform to do this, and I am committed to playing an active role.