People's Choice 2025
The Birmingham Hospitality Association Awards, happening on Friday 21st November 2025 at The Belfry Hotel & Resort promises to be the highlight of the year, showcasing the very best from the region’s hospitality industry.
The People’s Choice category is entirely in your hands, with the winner decided by public vote. This year, nine exceptional nominees are in the running, and it’s up to you to select the 2025 winner.
Get your votes in! Voting closes Monday, 3rd November.
As the Meetings and Events Operations Manager, Babar consistently demonstrates excellence across all aspects of his role – from financial performance to guest satisfaction and upholding the hotel’s core values of intuitive and people-focused Grand Hospitality that is smooth and seamless; from small meetings to large ballroom functions.
Over the past 12 months, Babar has grown from Assistant Manager to now become a strong and stable leader, fostering an environment of consistency, accountability, and mutual respect. Through effective management of casual work orders, Babar has cultivated a cohesive team rooted in trust, respect, and shared purpose. His team members consistently describe him as approachable and fair, as well as leading to deliver consistent grand service. Under his guidance, the team has thrived – adapting to changing demands while maintaining a high level of service excellence. The service his team delivers inspires confidence and trust from the guests.
Babar’s personal and professional growth over the past year has been remarkable. He has evolved to balance operational excellence with strategic foresight. His focus on continuous improvement has seen him take on new challenges, refine processes, and strengthen relationships across departments, earning him the respect of both colleagues and senior leadership.
Financially, Babar’s role is accountable for £4 million in revenue, achieving a £70,000 year-over-year increase while maintaining strong profit retention. His ability to balance revenue growth with cost control with stock and payroll showcases (the largest in the business) his appreciation of the business demands and targets for sustainable success.
Babar has implemented several innovative initiatives that have elevated service delivery and guest engagement. The facilitation of new cocktail menus designed by his team and QR code ordering systems has modernised operations and added an element of convenience and excitement for guests.
For these reasons, we proudly nominate Babar Jamil for the People’s Choice Award – in recognition of his outstanding leadership, innovation, and the lasting impact he makes every day.
Esther has been lighting up The Belfry for ten years with her energy, passion, and can-do spirit. She approaches every challenge with a mix of curiosity, determination, and a “let’s get this done” attitude that makes everyone around her want to step up their game. Starting in the front office, she worked her way up to Reception Manager before taking a secondment as Reservations Manager, gaining a deep understanding of how every department functions.
Last year, The Belfry faced one of its biggest operational challenges: changing its Property Management System (PMS). Rather than shy away, Esther embraced the challenge with her usual enthusiasm. She participated in the selection process for the new system, helping to evaluate multiple suppliers and ultimately assisting in the decision to implement Shiji Daylight as the PMS. She led a cross-functional team with representatives from every department, coordinated with Shiji and three third-party suppliers across 23 separate integrations, and took ownership of the colossal task of data migration.
But Esther didn’t stop at a smooth switchover. She continued to monitor integrations, introduced operational efficiencies, and implemented improvements that made the PMS intuitive and easy to use. The result? Faster bookings, seamless online check-in, integrated guest feedback, and a single, comprehensive guest profile, enabling our teams to deliver truly personalised service. Colleagues regularly comment on how much easier it is to navigate the system, and new team members are trained quickly and confidently thanks to the processes Esther put in place.
Her achievements were recognised with a promotion to Head of Rooms Division, just in time to open the Masters Suite and Brabazon House.
Esther has faced enormous challenges with courage, energy, and determination. She has delivered transformative results, inspired everyone around her, and left a legacy of teamwork, operational excellence, and innovation. Her leadership extends beyond tasks and processes; she brings people together, builds confidence, and encourages everyone to give their best. She is not only a brilliant manager and project leader but a true People’s Champion, whose impact will be felt across The Belfry for years to come.
Over the past year, Ionut has consistently gone above and beyond in his role, demonstrating professionalism, warmth, and genuine care for both guests and colleagues.
As a leader, he sets an outstanding example through his dedication to delivering exceptional service and his ability to approach challenges with calmness and positivity. Always willing to support others, he not only enhances the guest experience but also fosters a strong sense of teamwork across the Front Office and the wider hotel. He frequently supports other departments during busy times, showing flexibility and collaboration that benefit the entire operation.
Ionut’s commitment and impact are widely recognised. He has been nominated as Employee of the Month, acknowledged as a Higher Enroller for the Accor Loyalty Programme, and formally recognised six times year-to-date across platforms such as TripAdvisor, Google, and Accor, in addition to countless verbal commendations from guests. His leadership has also contributed to consistently positive feedback, repeat business, and memorable guest experiences.
Respected by both guests and colleagues for his dedication, problem-solving skills, and ability to motivate others, Ionut leads by example. His calm, approachable, and professional manner inspires his team to maintain the highest standards of service, reinforcing a guest-focused culture throughout the hotel.
Through his professionalism, consistency, and leadership, Ionut has proven himself to be a true ambassador of customer service excellence.
James Higgins has had an exceptional year and continues to be a true ambassador for the culture and values of The Grand Hotel Birmingham. He has made a lasting impact on both our people and our wider community through his leadership, empathy, and genuine passion for developing others.
Over the past year, James has gone above and beyond his role, helping to shape the culture and people strategy at The Grand. His performance speaks for itself, achieving an impressive 43/44 score in his annual review. These include supporting the growth and confidence of his team members through mentorship; introducing the hotel’s first online review and KPI scorecard system, improving accountability and development conversations across departments; strengthening collaboration between The Grand and DeVere’s People & Culture teams; and supporting other departments when needed, whether helping at breakfast service or offering guidance to managers.
One of James’s most meaningful contributions this year has been his work with The BHA Schools Programme. He has developed strong relationships with local school and colleges, giving career talks, hosting workshops, and mentoring students who are interested in hospitality. Through this programme, James helps young people see the opportunities our industry can offer while showcasing The Grand as a place that welcomes talent, creativity, and ambition. It’s a perfect example of our Local at Heart value in action.
James plays a key role in maintaining the positive and inclusive culture we are proud of. From reintroducing Your Voice and Green Team initiatives to supporting well-being and development across the business, he ensures our values are not just words on a wall but something we live by each day.
In every sense, James embodies what makes The Grand special – kindness, integrity, and a genuine passion for people. He leads quietly but effectively, inspires confidence, and makes those around him better.
Katie Brazier joined the Hilton Birmingham Metropole in January 2022, right in the midst of a major refurbishment of the leisure facilities. From the moment she arrived, Katie made an unforgettable impression. Her warm, friendly welcome and genuine passion for fitness and well-being quickly made her a favourite among club members.
In a business that is constantly evolving and often demanding, Katie consistently gives 120%. Her passion for fitness is unmatched, and her commitment to excellence is evident in every interaction. Members frequently describe her as “always smiling,” “always positive,” and “always so helpful.” She delivers the highest level of service and dedication, and her presence is a source of inspiration for both members and colleagues.
In March 2025, the club faced a significant challenge when it found itself without a manager. Katie stepped up without hesitation, taking on additional responsibilities to support the business and ensure continuity. She demonstrated initiative, resilience, and a deep sense of responsibility, all while maintaining her trademark positivity and drive. Katie was promoted to Assistant Club Manager in May.
Since her promotion, Katie has actively pursued professional development, completing various leadership learning courses, including People Leaders and Employee Relations (ER). Her commitment to continuous learning and growth is a testament to her drive and ambition – not just for herself, but for the success of the club and the people around her.
In July, Katie received a personal diagnosis that brought clarity to a lifelong journey – she was diagnosed with ADHD at the age of 30. Despite these challenges, Katie never let them define her. She worked hard, stayed determined, and maintained a positive attitude. Her diagnosis didn’t break her – it empowered her. She now embraces her ADHD, not as a limitation, but as a part of who she is.
Katie is proof that with resilience, self-awareness, and a strong support system, you can succeed in anything you set your mind to. Her journey is not just about fitness – it’s about perseverance, self-discovery, and the power of positivity. Katie is also our Inclusivity Champion at the hotel raising knowledge and awareness of how we can support neurodivergences.
When Nikki joined our team just 12 months ago, she stepped into a department that had been through a turbulent period. Taking on her very first Head of Department role in these challenging circumstances, Nikki not only rose to the occasion – she has completely transformed the culture, performance, and reputation of her department and the hotel as a whole.
From day one, Nikki’s energy, positivity, and solution-focused mindset set her apart. She has become an inspiring leader whose impact has been felt across every level of the business. Her ability to build strong relationships, motivate her team, and deliver exceptional results has already been recognised by Radisson Hotel Group, who identified her as a high-potential employee and invited her onto the fast-track leadership programme within just her first year.
Under her leadership, the department delivered £600k additional revenue against both budget and last year in Groups business, as well as £150k growth in Meetings & Events revenue compared to the previous year. Nikki instilled strong
sales principles, ensured every client felt valued, and built sustainable relationships with agencies that are already securing business well into 2026.
One of Nikki’s biggest achievements has been restoring and elevating the hotel’s reputation locally. Through her proactive engagement with the community, she has established new partnerships that bring long-term value to our guests and brand. Notably, Nikki developed a relationship with Gaydio, reinforcing our hotel’s proud association with Pride, and created a vibrant partnership with Sandbox to enrich the experiences of our corporate clients, by positioning the hotel at the heart of local networks and events.
Within weeks of joining, Nikki established a partnership with a local charity, embedding community support at the heart of our culture. Through creative fundraising initiatives, the hotel has raised around £500 in just six months, with staff engagement continuing to grow. She is also passionate about creating a workplace where people feel valued, supported, and inspired. Nikki led a project to revamp the staff canteen and even introduced a team library, ensuring all employees could benefit.
Nikki’s story over the past 12 months is one of resilience, transformation, and excellence. Nikki embodies what the People’s Choice Award is about – an individual whose influence uplifts not just her department, but the entire hotel and community.
Sam was recently promoted to Assistant Front Office Manager following his outstanding performance as part of our Top Talent programme in 2024, and his well-deserved recognition as Employee of the Year at the 2024 Hotel Awards.
In 2025, Sam has continued to deliver exceptional results, particularly in driving Hilton Honors enrolments. His efforts have led to a remarkable year-on-year improvement: 46.9% in 2023, 66% in 2024, and 75% in 2025 YTD. This growth is a testament to Sam’s commitment to excellence and his ability to engage guests in a meaningful way.
Sam consistently goes above and beyond to ensure our guests feel valued. He regularly invites them into his office for private conversations, listening attentively to their needs and concerns. His calm, empathetic approach has turned many challenging situations into positive experiences, earning praise from both guests and conference organisers. Even under pressure – whether managing large volumes of guests, handling rooming lists, responding to requests, or resolving complaints – Sam remains composed and approachable. He genuinely thrives in high-pressure environments and brings a sense of calm and confidence to the team.
Sam’s dedication extends beyond our hotel. He has proactively visited other properties within our portfolio to learn best practices and share insights with our team, helping us continuously improve our service standards. Sam is also a standout in our internal recognition programme, ‘Catch Me at My Best’, where colleagues and guests acknowledge exceptional service. He placed 2nd in the hotel, with numerous nominations highlighting his helpfulness, warmth, and impact.
Beyond the workplace, Sam recently participated in a charity walk that raised £7,500, where he was a key source of support and encouragement for the team. He brings energy, humour, and a “can-do” attitude to everything he does – and quite simply, everyone loves him.
Serenity stands out at the Forest of Arden as the very definition of driven, determined, and eager to succeed. Her tenacity for business sets her apart, consistently turning hotel site visits into confirmed bookings with an exceptional conversion rate.
In just six months, Serenity has handled an impressive £5,378,215 worth of enquiries, successfully converting £902,078.58 into confirmed business, including securing key accounts that strengthen the future of the hotel.
Beyond her outstanding sales achievements, Serenity is an integral part of the team. She contributes not only within her day-to-day sales role, but also by supporting operations across the hotel, including shifts on the bar, all while ensuring client expectations are exceeded. She has also won Employee of the Month.
Serenity’s unwavering commitment, versatility, and results-driven approach make her an invaluable asset to the Forest of Arden and a truly deserving nominee.
As Head Chef at the Hilton Garden Inn Birmingham Brindley Place, Vick exemplifies what it means to lead with both strength and compassion. She is a people-focused, firm, yet incredibly kind leader who has a natural talent not only for creating exceptional dishes but for developing others to do the same.
Vicky’s leadership is one of authenticity and purpose. She embodies the qualities of someone who was destined to lead and nurture others. Under her guidance, we have seen the emergence of some of the most skilled and passionate chefs within the business. Her kitchen is a place of high standards, learning, and teamwork, where every team member is encouraged to grow and succeed.
Transitioning from a branded restaurant background into a hotel kitchen is a challenge that not all head chefs navigate successfully. Yet, Vicky has embraced it with confidence, professionalism, and enthusiasm. She has adapted seamlessly, balancing creativity with the structure and brand standards that define our operation. Her dishes consistently impress, but it is her ability to uplift her team and maintain consistency under pressure that truly sets her apart. During a period of significant change, she became a pillar of stability and strength for both her team and fellow managers.
One of Vicky’s most inspiring contributions has been her involvement in the hotel’s partnership with local schools. She embraced the opportunity to become a mentor to students from the Birmingham King Edward Balham Wood Academy, sharing her wealth of real-world industry experience. Her ability to connect with and inspire young people speaks volumes about her character and the values she upholds.
Vicky Fitzgerald is not only a talented chef and effective leader – she is an asset to our business, a role model to her peers, and a source of pride for everyone she works with. Her journey, resilience, and dedication make her a truly deserving nominee for this recognition.