Page 1

INDUSTRY ROLE MODEL CASE STUDY 1 – Personal Profile of Katarina Burikova, Front of House Manager, The Cavendish, London Introduction This case study consists of a personal profile of Katarina Burikova, Front of House Manager at The Cavendish, London. It is based on a questionnaire interview plus information from the hotel website. Many thanks to Katarina and to The Cavendish for providing this information.

The Cavendish, London, is a quality work placement provider with Springboard’s INSPIRE Scheme.

Background Situated on prestigious Jermyn Street, St James's, in the centre of Piccadilly and Mayfair London, the Cavendish Hotel offers the ultimate in luxury and convenience for visitors to the UK's capital, whether for business or for pleasure. The Cavendish Hotel London is perfectly located in central London for those seeking the thrill of London's theatres or world class shopping, but also offers an escape from the hustle and bustle of the city. Accommodation combines 4 star luxury with some of the best views in London. All 230 luxury guest rooms boast elegant furnishing, subtle lighting and clean uncluttered design. The Cavendish London is also a business and events venue, featuring 5 functions rooms varying in size and layout for special lunches and dinners, conferences, meetings and other special events in a central London location. Reception

Springboard Education at: and To contact us directly email:


Interview Name: Job Title: Location:

Katarina Burikova Front of House Manager The Cavendish, London

1. Why were you attracted into the industry? I was not initially. When I came to the UK I was looking for a holiday job. I got a job as a breakfast waitress at The Cavendish. Working with people and for people became something I am really enjoying. Every day is different and you are almost always guaranteed that you will not have a dull day at work. 2. What was your first job in the industry? It was a weekend job at a small club back home. I did two to three shifts a week, mostly over the weekend while still being in high school. 3. What educational qualifications do you have and/or training at work? How have these helped in your career? I am currently studying Hospitality Management at Thames Valley University. I have also received a lot of training directly at my work place. No matter if it was an internal training, such as induction, or external such as first aid, all of those brought benefits to my work. They help me to cope with every day incidents at work and they give me confidence in myself. 4. Did you have a mentor who encouraged you during the early stages of your career? If so, who and why were they inspirational? I did not have a mentor. I very much enjoyed what I was doing so I motivated myself to take it further. I was always influenced by my superiors, though, and they were supportive at all times. 5. What do you regard as being your biggest achievement to date? I am very proud of my academic achievements. Getting an award for best academic achievement in 2007/2008 would be the thing I am most proud of; especially as English is not my first language. Similarly I am very proud that I have built my career up very quickly and became a Head of Department at the age of 23 within 4 years of starting in an industry in which I had no experience. 6. What industry ambitions would you still like to achieve? I do not set myself long term goals. I usually take it as it comes. The most recent thing I wanted to achieve was to be a Front Office Manager. The next thing? If I stay in hotels it would definitely be a position within operations, probably Operations Manager. I would also like to go into teaching once I get my Hospitality Management degree and a bit more experience. Springboard Education at: and To contact us directly email:


7. What gives you a buzz about your job? The people - the ones I work with and the guests also. There are a lot of different people from all over the world which fascinates me. But the main buzz is the fact that when I go to work I never know what to expect. An office job would not give me the same amount of satisfaction as working amongst people. 8. Why would you recommend the industry to potential recruits? Because it’s fun, lively and interesting.

An example of the high quality guest accommodation at The Cavendish London

9. What are your top 3 tips to people entering the industry? • To be patient when starting out as the training might take longer than expected • To be a ‘people person’, as there are people around constantly • To be flexible in regards to working hours and changes Please see Case Study 2 for Katarina’s list of typical tasks and duties of a Front of House Manager on an early shift and on a late shift.

For further information about The Cavendish and details of job opportunities please visit:

Springboard Education at: and To contact us directly email:


The Cavendish Role Model Case Study Front of House Manager Katrina  

Introduction This case study consists of a personal profile of Katarina Burikova, Front of House Manager at The Cavendish, London. It is bas...