Just a few months have passed since Isabella was named as our 2025 Scholar, we caught up with her to discuss her career, why the sound of somebody’s name is so sweet, and her aspirations for the future.
• Tell us about your background, did you always want to work in hospitality?
I grew up surrounded by hospitality, I was fortunate enough to be exposed to it from both sides of my family. My father runs a hospitality business with his two brothers, and from a young age, I was involved in every aspect, from assisting at catered events and working in the bakery, to eventually working as a waitress in the restaurant in my early teens. This ignited my interest in studying at Shannon College of Hotel Management, which is truly one of the greatest decisions that I have ever made.
• What was it that attracted you pursuing a career in the industry?
Hospitality has always felt like home. It began as a passion until I realised that actually, this is the career for me. The constant learning, the pursuit of excellence, the finesse of fine dining service styles, and the delight that can be created through the service of exceptional dishes. When I put my mind to something I strive to do it to the best of my ability and after a short couple of years into my career, I truly feel this is just the beginning of what can be achieved.
• Did you find it beneficial to go down the route of studying hospitality? What was your experience as a student like?
Hospitality could be seen by many as a vocation, it is a demanding industry but one that can be incredibly rewarding if you have passion for it. I absolutely found it beneficial to study hospitality for multiple reasons. I studied at Shannon College of Hotel Management in Clare, Ireland. I graduated in 2023 with a degree in International Hotel Management with Commerce. During the five years I spent studying, other than the theoretical knowledge that I gained about the industry and business commerce, I perfected my personal competencies, which cannot always be taught.
I was surrounded by lecturers and young working professionals who strived to achieve excellence, with constant uniform checks, huge discipline based on time management and attendance, crafting your personal brand amongst your peers, and Shannon alumni who are big names in the Irish hospitality industry.
My experience as a student there was truly a time in my life I hugely value. The mix of theory and practical learning was the style of learning that suited me best personally. The intimate class sizes, where it was important to be present as each lecture was interactive and personable, and everyone was on first name terms, which is not typical in larger universities. Like Dale Carnegie says, “a person’s name is to that person the sweetest and most important sound in any language”.
Shannon College allowed me to make friends for life. I have had the pleasure to connect with incredible people and for that I will be forever grateful.
• What was your first job after graduating? Was it the job that brought you to the UK?
To graduate, I was required to complete a 12-month placement, which led me to London. I applied to work at the Mandarin Oriental Hyde Park, London, after attending presentations from several luxury hotels in my fourth year. After hearing the Mandarin Oriental presentation, I felt a deep sense of excitement, particularly regarding their group values, the diverse opportunities in food and beverage, and the potential for career growth.
My application to join the hotel was successful, and in June 2022, I began my journey as a food and beverage ‘rising fan’, equivalent to a manager-in-training. Over the next 18 months, I had the privilege of exploring various food and beverage departments, from early morning breakfast service to organising extravagant events, learning the artistry behind Japanese izakaya, and spending a summer as assistant manager in the quintessentially British Hyde Park Garden.
• How did you end up working at Dinner by Heston Blumenthal?
As the season of the Hyde Park Garden was drawing to a close, I was approached with the opportunity to join Dinner by Heston Blumenthal. I had restaurant experience, but this would be the first Michelin-starred restaurant for me – and Dinner by Heston Blumenthal has two Michelin stars! Quite quickly, I realised I had made the right choice. I became completely mesmerised and had a true sense of admiration for the standard of service that the team achieve. From strict adherence to standard operating procedures (SOPs), to seamless teamwork across the restaurant, followed up with impeccable knowledge of the dishes, the restaurant itself and the magic of Heston’s cooking techniques.
• What does your job involve?
As a junior assistant manager, my job involves leading the team in anticipating and catering to guests’ needs, creating experiences personal to each specific guest, and delighting them with our attention to detail during service.
From a team perspective, my job involves implementing and training restaurant SOPs, ensuring the team’s menu knowledge is sharp, and that the back of house team is operating efficiently to facilitate the demands of the front of house team. The beauty of my job is working with people, I am responsible for creating an encouraging and motivational space for our team to thrive in and achieve their development goals. It is important to lead by example, to bring energy and enthusiasm and radiate that to others. The job involves idea generation for constantly improving and refining our daily duties.
• What do you love most about working in hospitality?
I must say it would be a challenge to pinpoint one thing. I feel hospitality comes from within, therefore to be in a position where I can authentically be myself and that adds to the creation of memorable moments for others is a gift. I do enjoy that each service is an opportunity for improvement and for growth to be the best. I personally admire and appreciate experiencing the hospitality of others, in London my greatest hobby is to experience the hospitality of others in their establishments. I love personalising interactions, and hospitality is the opportunity to do exactly that.
• Why did you enter the Gold Service Scholarship?
My mentor Lionel Lacheze, who is the director of food and beverage at the Mandarin Oriental Hyde Park London, encouraged me and a couple of my colleagues to enter in 2023. This is what initially drew my attention to the Gold Service Scholarship. That year I made it to the semi-finals and it was the beginning of my entry to a world of networking with like-minded front of house enthusiasts here in the UK. I followed the journey of the 2024 winning finalists, the 2024 scholar Scott Crowe and the 2023 scholar Jupiter Humphrey-Bishop and was in awe of the opportunities and experiences that were awarded to them.
When applications reopened in September 2024, I was eager to try again. New year, new me maybe sounds clichéd, but I felt I had grown a lot within the year. I aimed to better myself at each stage of the competition, I came at it with energy and enthusiasm, I made new connections and grew in confidence, and here we are! A year of career development and new memories awaits.
• What did it mean to you to win the Gold Service Scholarship?
Being awarded the Gold Service Scholarship 2025 has further ignited my passion for front of house hospitality, the desire to create and work within a team that aims for excellence. I have a desire to share this passion with others and encourage them to become the best.
It means a lot having come from a family in the industry. I am reminded of the hard work of my family, my parents and my grandparents, who passed their passion and flare for hospitality onto me.
• Has the competition process helped you and your career in any way?
During the competition process I quickly realised the high standards required and this propelled me to push myself to that level. The competition allowed me to meet like-minded people who share my passion for excellence. It awakened a new confidence in myself and my capabilities.
• What opportunities as part of your scholarship are you most looking forward to? What do you hope to learn or develop?
I have been keeping a diary of my journey so far, and the fact that it is just the beginning of the experience is incredibly exciting. The opportunity to go the Mandarin Oriental in Hong Kong will be a bucket list moment, working with the Mandarin Oriental Group has been a special part of my career to date, therefore going to the place where it all began is a dream.
The group trip to Graham’s in Porto coming up in July will for sure be a highlight. The stage at the Waterside Inn in Bray will be an amazing learning experience. I am also grateful for the opportunity to visit Laurent-Perrier Champagne house and look forward to each and every experience that is coming my way. I hope to learn from industry professionals about their styles of operating, their standards, and develop my skills along the way.
• What would you say to someone thinking of entering the competition?
Go for it! If it is even a thought, that means you are one step ahead of others and that you know you have the capabilities required. There will be technical skills that you will learn in the lead up. Hospitality is live and you are in control until you choose not to be, and there is beauty in the recovery of situations. Bring yourself, your personality and your enthusiasm for the industry. Believe that you can achieve.
Make an effort to network and find new connections, as our industry is smaller than you think. Each individual you connect with becomes a part of your story, and each trustee and judge who welcomes you through the stages of the Gold Service Scholarship is there to set you up for success.
• What are your career aspirations?
My career aspirations are to continuously learn more and more about our industry, improving my knowledge and competencies. I aspire to develop and inspire others to shine within their positions in front of house hospitality and to progress to their highest potential. Down the line it would be a dream to open a restaurant of my own, to collaborate with like-minded individuals to create a special space that celebrates excellent food and exquisite service, to be associated with guaranteed satisfaction, making our guests want to return and share the restaurant experience with their families and friends with the confidence of knowing we will take exceptional care of them.
• What does great front of house service mean to you?
Great front of house hospitality to me means coming away from an experience feeling a sense of calm but also a real sense of satisfaction. I am constantly impressed by the attention to detail of front of house professionals, the way we can connect and converse with almost anyone we meet, the emotional intelligence to be attentive yet non-invasive. Creating for your guests a level of hospitality that makes them feel a level of comfort that is like home.
