Liam shares how the foundations built at the International Hotel School helped him pivot industries, rise through the ranks and lead with impact. From navigating a mid-pandemic career shift to managing complex operations and high-profile stakeholders, his story is a powerful example of how strong service skills can unlock diverse career paths beyond traditional hospitality.

Can you tell us a bit about your current role at Canary Wharf Group and what a typical day looks like for you?
As an Operations Manager at Canary Wharf Group, I oversee the strategic and day-to-day management of multiple high-end residential buildings across the Southbank Place and Wood Wharf portfolios in London, England. My role focuses on ensuring smooth operations, maintaining high service standards, and ensuring compliance across all sites.

A typical day starts with reviewing overnight reports and checking in with my Building Managers to address any urgent issues. From there, I focus on strategic planning—whether it’s refining operational processes, overseeing building mobilisations, managing service contracts, or ensuring regulatory compliance. I also spend time on-site, working closely with teams to maintain service quality and engaging with key stakeholders. No two days are the same, and I thrive on balancing big-picture strategy with the fast-paced problem-solving that comes with managing premium residential developments.

What have been some of the most rewarding moments or achievements in your hospitality career so far?
One of the most rewarding aspects of my career has been the unexpected journey from hospitality to residential property management. Before moving to London, I was an Assistant General Manager at a 5-star boutique hotel in Cape Town, where I built a strong foundation in leadership and operations. However, relocating meant starting over, and in 2021, during the COVID-19 pandemic, I took on a Night Concierge role, thinking it would be temporary before returning to hospitality.

My drive to progress further in my career pushed me to work hard and prove myself in a new industry. Over the past four years, I’ve progressed from Night Concierge to Day Concierge, then to Assistant Operations Manager / Multi-Building Manager, and now Operations Manager. This journey has been incredibly fulfilling, proving that determination, adaptability, and a strong service mindset can open doors. Seeing the direct impact of my work—whether through improving operations, mobilising new buildings, or developing teams—has made this transition one of my greatest achievements.

Looking back, how did your time at International Hotel School shape or influence your career journey?
The International Hotel School provided a strong foundation in customer service, operational management, and leadership—all of which have been crucial in my career. The hands-on learning approach helped me develop problem-solving skills and the ability to adapt quickly to different environments. My studies also reinforced the importance of attention to detail, efficiency, and a strong service ethic, which have been invaluable in managing large-scale residential operations.

What advice would you give to current students or young professionals entering the hospitality industry?
Be adaptable and open to opportunities beyond traditional hospitality roles. The skills you gain in hospitality—such as exceptional attention to detail, service excellence, and problem-solving under pressure—are highly transferable to many industries. The training at the International Hotel School taught us to consistently deliver personalised, high-end service, manage complex operations, and handle high-profile clients with confidence.

Focus on building strong relationships, staying proactive in your approach, and always looking for ways to enhance the guest experience. Teamwork, leadership, and maintaining composure in high-pressure situations are also crucial skills. Lastly, embrace new technologies and trends to stay ahead, and always strive to learn and grow.

What do you think makes a great leader in hospitality today?
A great leader in hospitality understands the balance between operations and people. They are approachable, lead by example, and support their team in delivering excellent service. Strong communication, adaptability, and a problem-solving mindset are key. In today’s world, leaders also need to be forward-thinking, embracing technology and innovation to improve efficiency while maintaining a strong focus on the guest or resident experience.