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From room attendant at The Ritz to General Manager of Andaz London Liverpool Street, Miriam's career journey is a testament to curiosity, adaptability, and a passion for genuine hospitality. With over three decades in the industry, she has built a reputation for leadership grounded in hands-on experience. Today, she leads Hyatt’s first Andaz property, blending the individuality of a boutique hotel with the strength of a global brand, while championing diversity, sustainability, and redefining what true luxury means in hospitality.

Tell us about yourself and your experience in the hospitality industry. 

How much time do you have? 

I began my hospitality career here in London over 30 years ago, working as a room attendant at the Ritz in Piccadilly, my first job in a hotel. 

I studied hospitality, but I was far more drawn to the practical side of the industry. I didn’t pursue studies for long before diving straight into work. I've been in hospitality ever since. I’ve spent 26 years with Hyatt, but my career started in housekeeping. After returning to Australia, I held several housekeeping roles in five-star hotels. 

With Hyatt, I began as Executive Housekeeper at Grand Hyatt Melbourne. Later, I moved to Grand Hyatt Cairo in Egypt, initially on a short-term assignment, which turned into a permanent role. I ended up staying in Cairo for three years as Executive Housekeeper. 

Then I made an unconventional move. I stepped down in seniority to take a duty manager position at Grand Hyatt Melbourne, moving into front office. Until then, my career had been solely in housekeeping, but I knew I needed broader experience to progress. I worked my way up to Front Office Manager and then Director of Rooms. 

When I speak with students or aspiring hoteliers, I emphasise that progression isn’t always about moving up. Lateral moves, or even taking a step back, can build depth of experience. My shift into front office helped me later become Director of Rooms, again at Grand Hyatt Melbourne, before I moved to Grand Hyatt Singapore as Executive Assistant Manager of Rooms. 

That led to my first General Manager role at Hyatt Regency Osaka in Japan, where I spent over 10 years in total across two separate postings, including time at Hyatt Regency Osaka and Hyatt Regency Kyoto. After that, I had the opportunity to return to London as General Manager of Andaz London, a real full-circle moment. 

My career has been rooted in hands-on experience across departments and countries, which made stepping into general management feel natural. 

I’m very grateful to Hyatt for the opportunity to return to London. It’s a city that shaped the beginning of my career, and now I’ve returned as General Manager. It’s a legacy property, Hyatt’s first Andaz hotel, and it allows for a unique approach. The Andaz brand encourages colleagues to be themselves, to express their individuality, and to bring their own style to work. 

Compared to more traditional Hyatt properties, Andaz offers more flexibility. It’s less about rigid grooming or formal service structures and more about personality. We’re able to push boundaries and create experiences that reflect the local community. 

What piece of advice would you give someone looking to start a career in the hotel sector? 

Be curious. It doesn’t matter where you start, whether as a room attendant or sales executive, curiosity is key. Ask questions, learn beyond your immediate role. If you're in sales, learn about operations. If you’re in operations, explore finance or marketing. Curiosity builds capability. 

I also believe in living in a “world of yes.” Opportunities often come with uncertainty, but being open to them can shape your path. For instance, I never imagined I’d live or work in Japan, but saying yes to that opportunity gave me a decade of invaluable experience. 

Growing up in a big Italian family in Australia, hospitality was part of our everyday life. Sundays were open house, neighbours dropped by, coffee and cake were shared. It was simple but genuine. I saw the joy of welcoming others early on. 

My parents were immigrants from Italy. My father left at 18 and moved to Australia. That spirit of exploration influenced me. At 19, I came to London with no experience, looked up hotels in the White Pages and landed a job at the Ritz. That immigrant mindset and sense of adventure really shaped who I am. 

Have there been any turning points or standout moments in your career as a hotelier? 

Three standout moments come to mind. 

The first was stepping down from a senior position to gain experience in a new department. It was risky and challenged my ego, but it accelerated my development and broadened my understanding of hotel operations. 

The second was my first General Manager role in Japan. Working in a culture where service is delivered without expectation of reward, where humility and patience are valued, transformed my leadership style and deepened my understanding of hospitality. 

The third was returning to London. Starting here as a room attendant and coming back as a GM is a deeply fulfilling, full-circle achievement. 

What motivates you personally and what keeps you passionate about hospitality after more than 25 years in the business? 

What keeps me going after 25+ years is developing others, paying it forward. I focus on mentoring, especially supporting women, the LGBTQ+ community, and people of colour in the industry. Representation matters, and I want people to see themselves as successful hoteliers. 

Helping someone secure a promotion or transfer and seeing their joy is incredibly fulfilling. I use my position as GM to advocate for top talent, whether that's calling head office or other GMs around the world to create opportunities. 

With years of experience in Hyatt properties, from Melbourne to Osaka and more, what drew you back to London and to Andaz Liverpool Street specifically? 

Being asked to return to London was a proud moment. Andaz London is part of Hyatt history, the very first Andaz property. It's a brand that encourages authenticity, creativity, and connection with local culture. Here, we’re encouraged to think differently and push boundaries. 

Andaz allows for flexibility not often seen in corporate hotel brands. Though we’re part of Hyatt, we have the independence of a boutique hotel in spirit and operation. 

How does Andaz London reflect its Shoreditch and City of London surroundings in design, art, and guest experience? 

We reflect our Shoreditch location through design and guest experiences. Our lobby features graffiti art, and we’ve preserved elements of the former Great Eastern Hotel, such as railway-themed rooms and vintage train parts in the décor. 

We also offer local tours, such as the Columbia Road Flower Market on Sundays and Jack the Ripper walking tours during holiday periods. We’ve partnered with local eateries like Beigel Bake, Eggslut and Hong Kong Café, HOKO, to showcase East London’s food scene within the hotel.” 

Are there any sustainability or community initiatives you're especially proud of? 

Sustainability is central to our operations. One personal passion of mine is reducing food waste. At Andaz London: 

• We use the ‘Too Good To Go’ app to redistribute unsold breakfast items. 

• We weigh and photograph waste to track and reduce it. 

• Leftover food is composted and returned to the farms that supply us. 

• Used Nespresso pods are sent back to be repurposed into pens and pencils. 

• Soaps from guest rooms are collected, processed, and turned into hygiene kits for those in need. 

We’ve also eliminated plastic straws and small amenity bottles, switching to larger, refillable alternatives. 

The theme of this year’s Independent Hotel Show is ‘Redefining Luxury’. What does luxury mean to you personally, and how is that reflected in your approach to hospitality? 

For me, luxury is not about opulence or design, it’s about feeling. It’s the sense of belonging, the emotional connection a guest has with their stay. Do they feel seen? Do they feel at home? Will they return or recommend the hotel? 

In Japan, I learned about Omotenashi, a concept of selfless hospitality, service from the heart without expecting anything in return. That philosophy shaped how I understand luxury. It’s about humility, attentiveness, and authenticity. 

Are you attending the Independent Hotel Show 2025? If so, what are you most looking forward to – networking, design trends, or sharing Andaz London’s story with industry peers? 

The Independent Hotel Show is a brilliant platform for the industry. While Hyatt is a large brand, Andaz operates with the spirit of an independent. We collaborate with local businesses, have flexibility in how we present ourselves, and create unique experiences. 

There’s a lot both corporate and boutique properties can learn from one another. At the show, it’s great to have genuine conversations with professionals across the spectrum, from 30-room boutique operators to luxury brand leaders. 

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