Acorns 2021: Emily Coubrough, 29

Guest experience and communications manager, the Savoy, London

Nominator Alison Vernon, director of rooms, the Savoy

Emily Coubrough caught the hospitality bug aged 16 and after graduating from Oxford Brookes University with an international hospitality management degree she joined the Savoy London in 2015 as a receptionist.

From the start, she has shown dedication, drive and a desire to learn, working her way up through reception supervisor, assistant front office manager and front office manager.

Last September, a new position was created in response to the pandemic and Coubrough stepped into it, tasked with creating a co-ordination team. She now oversees 29 people who bring together a variety of roles – front office, in-room dining, housekeeping and concierge co-ordinators, plus switchboard and guest relations – into one effective, multi-tasking team responsible for all guest requests. This has streamlined communications throughout the hotel and elevated the guest experience.

Earlier this year, she also refreshed the hotel’s colleague recognition committee to ensure a transparent process and to support the Savoy’s aim of creating an inverted leadership pyramid culture. As a result, nominations are now driven solely by employees and a shortlist is drawn up by the committee, led by Coubrough, before being presented to the executive committee.

She was also a finalist in the Savoy Dragon’s Den with her initiative to offer scratch cards as colleague rewards.

What is the most positive people change you see for your sector post-restrictions?

“The industry has had to adapt and I’ve been involved in creating a team of empowered colleagues who are turning their hand to multiple areas of the business, further developing their skills and careers.”

Photography: Hospitality Media/Adrian Franklin

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