Spa manager, Hanbury Manor, Marriott Hotel & Country Club, Hertfordshire
Nominator Jessy Varghese Ittoop
In only her third year of leadership, Emma Monzon is managing a diverse team of 20 therapists, which has resulted in the spa at Hanbury Manor Marriott leading the way in service excellence. Spa guest experience scores regularly exceed company benchmark standards. Since her appointment in 2016, Monzon and her team have seen total spa revenue increase by more than 17%. By improving her knowledge of finance and how it impacts the successful running of a business, she takes every opportunity to reduce spa costs and maximise profitability.
She also works with students at Oaklands College, where beauty and wellness is provided as a qualification, and has promoted apprenticeships within her department, developing new talent for a sector of the industry that is seeing a decline in therapists.
Do you think the hospitality industry could be more sustainable? Not just in terms of plastics and waste but in terms of careers and diversity, training, and growth?
I think the hospitality industry could be more sustainable in staff training. I am very passionate about training and it is something I love to do. Sometimes companies do not spend time training team members who they feel will leave rather than training them to ensure they will stay. This creates an unsustainable approach to team development and growth.
Who is your hospitality hero?
Clare Smyth, the chef-owner of Core by Clare Smyth, in Notting Hill, London. She was the first British female chef to win two Michelin stars. During lockdown she and her team voluntarily worked to cook meals for the homeless.