Name: Francis K.
Position: Director of Operations
Hotel: Marriott Hotel Grosvenor Square
When Francis Kisby began his hospitality journey more than 20 years ago, he didn’t yet know where it would lead. What started as a graduate placement – now known as the EMEA Voyage Programme – at the London Heathrow Marriott Hotel has evolved into a remarkable career that’s taken him across multiple disciplines.
Today, Francis is the Director of Operations at one of London’s most elegant addresses. Nestled among the charming Georgian townhouses in London’s Mayfair neighborhood, the Marriott Hotel Grosvenor Square blends timeless elegance with London’s unmistakable energy. From its historic Georgian façade to its Gordon Ramsay restaurants and 1920s-inspired speakeasy bar, every corner of the property tells a story of classic British charm and global sophistication.
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Keep reading to learn how Francis built a career defined by being curious, connected, and courageous and discover what advice he has for those beginning their own Marriott journey.
You’ve been with Marriott for more than two decades. What do you remember most from your early days?
When I first started at the Heathrow Marriott on the graduate program, I was struck by the diversity of roles, from front office to food and beverage to sales, all under one roof, and the enormous possibilities that were open to me. Those early days taught me that hospitality is about adaptability and people. Every moment is an opportunity to connect, solve, and grow. It’s fast-paced, sometimes unpredictable, but incredibly rewarding.
What inspired you to take the leap into hospitality?
My father owned a traditional English pub when I was growing up, so I had a taste of hospitality at a very young age. As I got older and began working part time, I naturally sought out hospitality roles, which led me to pursue a degree in Hotel and Catering Management.
You’ve worked in several departments before returning to operations. What guided those transitions?
Curiosity. I’ve always liked to explore new paths. Even when I wasn’t so confident, I learned to trust the process and seize the opportunities around me. I also have had supportive leaders in Marriott who saw potential I hadn’t yet recognized in myself.
What does a typical day look like in your current role?
My day usually starts with a full walkaround of the building, greeting the team, engaging with guests, and identifying any issues that may need attention. A key part of my role is also strategic: identifying trends, driving continuous improvement, and collaborating with department heads to plan for the future.
After 22 years in hospitality, what makes Marriott a great place to grow your career?
The breadth of opportunity. With such a diverse portfolio and global reach, you’re exposed to an incredible range of disciplines, cultures, and experiences. We continue to innovate and evolve, but our mission to look after our associates so they can look after our guests remains constant. That people-first approach continues to inspire me every day.
What advice would you give to someone considering hospitality but unsure where to start?
Try it; you have nothing to lose! Be patient, because it takes time to understand how hospitality works and the role you can play in it. This industry has so much to offer and can adapt alongside you as your career and priorities change.
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