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Stepping Up and Standing Out,
Ionela’s Leadership Journey

Ionela Ghinet moved from Romania to the UK in 2013, partnering her a degree in psychology with an ambitious work ethic. She began her journey in hospitality as a room attendant in Birmingham, quickly stepping into a supervisor role within just three months. By 2014, she had become an assistant manager and soon after was promoted to Head Housekeeper at the Hilton Birmingham Metropole, leading a team across 795 rooms.

 

Now, with over a decade of experience in hospitality and operational leadership, Ionela is Area Support Manager at Kanso FM. In this role, she plays a vital part in supporting multiple sites and nurturing diverse teams to deliver the high standards clients expect. Her career has been built on resilience and adaptability where she now looks to develop the next generation of leaders.

 

We sat down with Ionela to talk about her journey, the lessons she has carried forward, and her passion for mentoring.

 

Q&A with Ionela Ghinet, Area Support Manager at Kanso FM

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Q, What did you learn during your time leading the housekeeping team at Hilton Birmingham Metropole that you carry forward into your work today?

 

Ionela:

“That role taught me a lot about change and how it can sometimes be resisted. When leading a large team, I quickly learned that being resilient and adaptable was essential, especially when introducing new processes or ways of working. Taking the time to understand what works best for an incumbent team has been invaluable and I still use those lessons today when managing new contracts.”

 

Q, What inspired your move from Head Housekeeper into a wider operational leadership role as Area Support Manager?

 

Ionela:
“I’ve always been ambitious and along the way I developed skills that gave me the confidence to lead bigger teams. Stepping into the Area Support Manager role gave me the opportunity to not only use those skills but also to develop and nurture others. Supporting people in their growth has always motivated me, and I saw this role as the perfect way to harness my own abilities while helping others succeed.”

Q, In stepping into this new role, what has been the biggest learning curve or surprise so far?
 

Ionela:

“The biggest learning curve has been understanding just how important motivation is. You can have the best systems and processes in place, but not everyone is naturally a self-starter. Some people need encouragement and inspiration to embrace challenges or adapt to change. For me, motivating the team to feel confident and positive has been one of the most important aspects of leadership.”

 

Q, How do you help different sites maintain quality and consistency in their service standards?


Ionela:
“It all starts with building strong relationships and making sure I’m approachable so teams feel supported. I carry out regular visits and reinforce Kanso’s commitment to service excellence, using feedback to drive improvements. For me, it’s about creating a cycle of support and accountability. When teams know they are backed by consistent guidance, they are motivated and committed to delivering the same high standards every day.”

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Stepping Up and Standing Out

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Q, How do you build strong relationships with teams across various locations?

 

Ionela:

“In my experience, relationships grow strongest when they’re built on openness and respect. I always give notice before visits, stay flexible with my teams’ schedules, and make myself available to listen to their concerns. I also like to bring one of my team members with me to client meetings so there’s shared understanding and stronger trust between the client and the wider team. It makes the relationship more collaborative and less top-down.”

 

Q, What is your proudest moment at Kanso so far?


Ionela:

“There are a few that stand out. Receiving the Best Newcomer Award in 2024 from the Hilton Metropole was a real highlight, especially because it’s rare for third-party service providers to be recognised in that way. I’m also proud of leading my team to increase room cleanliness scores by 10% and achieving 96.6% on my quality evaluation audit. Each of these achievements reflects the hard work and dedication of the teams I’ve had the privilege to lead.”

Q, You’re passionate about mentoring, how do you support team members to grow and progress in their careers?


Ionela:

“The first step is always understanding what people want from their career. Everyone has a different path and I try to listen carefully to what motivates them. From there, I set up regular one-to-one meetings to support their development and help them work towards their goals. I also make a point of recognising and promoting proactive individuals, many of whom have gone on to take up managerial roles elsewhere. Knowing I’ve helped people progress is one of the most rewarding parts of my job.”

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Q, What advice would you give to women starting out in hospitality or cleaning roles, some of whom may aspire to be in leadership positions?


Ionela:

“My biggest piece of advice is, don’t be afraid of ambition! There are so many avenues to progress in this industry and you shouldn’t put limits on yourself. When you reach a managerial role, remember that leading by example is the most powerful tool you have. Teams respond best to leaders who show them the way forward. If you set that standard, you’ll build confidence in your team and see incredible results.”

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Ionela’s journey shows that leadership isn’t about titles, it’s about resilience, ambition, and putting people first. From room attendant to Area Support Manager, she has built her career by embracing challenges and helping others do the same. At Kanso FM, she continues to prove that great leadership is about more than managing sites, it’s about inspiring people to grow and creating environments where excellence can thrive. We hope to continue fostering this culture within our team.

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