CELEBRATING THE NEXT GENERATION OF HOSPITALITY LEADERS

Last week, twenty of our brilliant hospitality leaders celebrated a major milestone, graduating from our reimagined Service Academy at the Wellcome Collection in London. Hosted by programme leads L&D manager, Sean Marcs and WSH Restaurants MD, Alex Fasoli, the ceremony recognised nine months of hard work, growth and leadership through our Excellence in Hospitality Leadership Programme.

Buzzing with energy, the room was packed with graduates, alumni, senior leaders and trainers. Account manager Holly Blair and hospitality manager Josh Walker took to the stage and shared their experiences from the 2024 and 2025 cohorts. Holly spoke about the programme’s impact, saying: “It didn’t just teach me new skills – it transformed the way I see myself, my abilities and most importantly, my potential. Every session challenged us and inspired us.” While Josh reflected on how the learning is already showing up in his team back at his location: “I’ve been able to translate the learnings into practical actions, driving a cultural shift focused on development, ownership and individuality within the team.”

Guest speaker, illustrious hospitality icon Diego Masciaga, served up a powerful session on leadership, mentorship and the difference between service as a task and hospitality as an experience – the kind that stays with guests long after they leave.

The ceremony also celebrated our leaders and how they are already putting their learning into action, delivering projects that continue to raise the bar for service and leadership, with highlights including:

Suzana Koprivc (general manager, Glasgow College) whose sustainability project earned her team a Sustainable Business Award.

Becky Glancy (general manager, STFC) who improved inclusive design at her location after insights from the Magic of Experience Design workshop.

Alexandra Georgescu (customer service manager, Concorde BA) achieved WSET(Wine and Spirits Education Trust) Level 2 with distinction, and is now training others, most recently delivering WSET Level 1 to 30 team members.

Throughout the programme, our leaders immersed themselves in our Service Manifesto and Experience Five framework which focuses on five pillars of hospitality: first impressions, staging, guest engagement, detail and strong finishes. They explored hospitality in every flavour, from dining in the dark at Dan’s Le Noir to visits across our business in Aberdeen, Winchester, Birmingham and London. Joining our coffee supply partner, Extract Coffee Roasters for a cocktail session and with regular one to one mentoring with Alex Fasoli, the journey pushed them to think, lead and deliver differently.

This year’s redesign of the programme opened the Service Academy to more of our people than ever. Fully funded and accessible to any front-of-house team member ready to grow, it reflects our commitment to developing talent and strengthening our future from within.

With two cohorts lined up next year, fresh experiences and new mentorship opportunities for alumni, the Academy continues to evolve – investing in our people and the craft of hospitality.

Massive congratulations to all our graduates!

If you’re curious about where a journey like this could begin, check out our careers page for more information.