Acorn Awards 2026: Kenan Gastasab, voco Grand Central Glasgow

Position Guest service manager, voco Grand Central Glasgow

Age 26

Nominator Verity Bremner, cluster HR business partner, voco Grand Central Glasgow 

Kenan Gastasab stands out as a front of house leader through his practical, people-focused thinking.

After joining voco Grand Central Glasgow in 2024, 26-year-old Gastasab progressed rapidly, earning two promotions within six months to become guest service manager. Now leading a team of 18 people, he has played a key role in transforming the hotel’s arrival experience, shifting the focus from reactive service to a proactive, personalised approach. 

Arrival experience scores have risen from 57.14% to 97.44% in the year to January 2025, reflecting a more consistent and welcoming first impression for guests. He has also improved operational efficiency through simple but effective changes, including redesigned and translated welcome materials for international groups, helping to reduce front desk pressure during peak periods. 

He has developed the ‘Quiet Arrival’ experience in partnership with Scottish Autism, creating a more inclusive check-in process tailored to neurodivergent guests. The initiative won an internal IHG UK & Ireland Impact Award for Celebrating Difference and was shortlisted for the 2026 Springboard Diversity, Equity and Inclusion Award.

He focuses on building team confidence through hands-on coaching, which has helped create a more confident and capable front office. This is reflected in guest reviews; over the past year, 152 reviews have specifically recognised front office employees for their calm handling of busy periods and their welcoming approach.

Gastasab’s personal development has been entirely self-driven, as seen in the coaching sessions he introduced based on guest feedback. These allow the team to review challenges together, test improvements and build confidence in how they respond to guest concerns. 

Gastasab regularly supports initiatives that encourage others to consider careers within the industry, such as work placements at the hotel and mentoring students one-to-one. He is also an enthusiastic supporter of the hotel’s charity partnerships and is highly engaged in fundraising initiatives, such as International Superhero Day and Christmas Jumper Day.