A childhood dream brought to life
Taylor-Stagg’s love for hospitality traces back to her early years in South Africa. Although she began her university studies in law, it was clear her heart lay elsewhere. “Halfway through my second year, I realised I was speeding to get to the restaurant and dawdling to get to class,” she recalls. Her grandmother’s sage advice ultimately set her on her path. “She told me, ‘You were born to be in hotels.’ It was her way of reminding me of my childhood fascination with luxury hotels,” Taylor-Stagg explains.
Her professional journey began at the Carlton Hotel in Johannesburg, where she joined a management graduate program. It was during her time at the Carlton that she encountered Nelson Mandela, a figure she describes as a profound inspiration. “Every time he attended an event, no matter how late he was running, he’d ask to thank the team,” she says. Mandela’s humility and ability to connect with people left an indelible mark on her. “He had this amazing ability to make you feel like the only person in the room,” Taylor-Stagg reflects. These early experiences shaped her leadership philosophy, which emphasizes empathy, humility, and connection.
Building foundations at Marriott International
In 1997, Taylor-Stagg relocated to the United Kingdom, marking the beginning of a 13-year tenure with Marriott International. Starting as a food and beverage manager at the Marriott Goodwood Park Hotel, she quickly progressed through roles at properties including the Leeds Marriott Hotel and Liverpool City Centre Marriott. Her ability to adapt and excel in diverse roles, from operations to general management, laid the foundation for her leadership career.
Taylor-Stagg’s time with Marriott culminated in her role as general manager at the Swindon Marriott Hotel. There, she developed her signature approach to team leadership and guest experience. “I moved roles every 18 months to two years, gaining exposure to different challenges and opportunities,” she explains. This period of rapid growth gave her the operational expertise and strategic insight she would later draw on in transformative leadership roles.
Thriving amid the Olympics frenzy
In 2011, Taylor-Stagg took on the role of general manager at the Crowne Plaza London Docklands, strategically positioning herself for the 2012 London Olympics. This move was driven by her keen understanding of hospitality’s intersection with major events. “It was exhilarating, absolutely mad, exhausting, and great fun,” she recalls of the Olympics period. With the hotel situated near key Olympic venues, Taylor-Stagg recognised the once-in-a-lifetime opportunity it presented.
To meet the unprecedented demand, Taylor-Stagg implemented innovative staffing strategies, redeploying employees from across departments to ensure seamless service. “We split the hotel into two, with teams working alternate days. Those 12 days were brutal but unforgettable,” she says. The experience not only showcased her ability to adapt under pressure but also reinforced her passion for the industry’s dynamic nature.
Following her success at Docklands, Taylor-Stagg transitioned to a divisional role with Redefine|BDL Hotels, overseeing a portfolio of 10 properties. These included Crowne Plaza and DoubleTree by Hilton hotels, as well as the asset management of Radisson Blu Cardiff. While the position marked a significant career milestone, Taylor-Stagg found herself missing the direct engagement of running a single property. “I felt like a spin doctor between owners and asset managers,” she admits. This realisation underscored her preference for hands-on leadership, driving her decision to return to property-specific management.
Transforming The Trafalgar St. James
In 2016, Taylor-Stagg took on one of her most creative challenges: the transformation of The Trafalgar St. James. Tasked with repositioning the property from a traditional Hilton to a luxury lifestyle destination, she embraced the project with enthusiasm. “The owner’s brief was simple: ‘Make me a cool hotel,’” she recalls.
The ambitious renovation included a complete overhaul of the hotel’s design, the introduction of a retractable rooftop bar, and a focus on creating a unique guest experience. The reopening, timed just before New Year’s Eve, was a resounding success. “We sold out within days,” Taylor-Stagg says. The project not only demonstrated her ability to execute complex transformations but also solidified her reputation as an innovative leader.
Leadership at The Athenaeum
In 2019, Taylor-Stagg joined The Athenaeum Hotel and Residences as general manager. Situated in Mayfair, this family-owned hotel has a rich history dating back over 200 years. Her tenure has been marked by adaptability and resilience, particularly during the COVID-19 pandemic.
When the pandemic struck, Taylor-Stagg made the bold decision to keep The Athenaeum open, leveraging its residences to accommodate long-term guests and key workers. “We just needed to wash our face,” she says, referring to the financial calculations that guided her strategy. Her team implemented rigorous safety protocols, drawing on their experience with norovirus to minimize risks. Remarkably, they managed to avoid any COVID-19 cases among staff for 18 months.
Reflecting on this period, Taylor-Stagg highlights the importance of human connection in hospitality. “A couple—a policeman and a hospital worker—stayed with us weekly. They said it kept them sane through the toughest times,” she shares. These personal stories, coupled with her team’s dedication, exemplify the resilience of the hospitality industry.
Post-pandemic innovation
As the hospitality landscape evolves, The Athenaeum continues to adapt. “Guests don’t travel in the same way they did,” Taylor-Stagg observes, noting changes in booking patterns and guest demographics. However, she sees these shifts as opportunities to innovate. “People value experiences and interactions far more than they did before,” she says, emphasising the importance of creating memorable guest experiences.
The Athenaeum itself is undergoing significant transformations, including plans to expand its Edwardian residences and revamp its dining offerings. “One of the wonderful things about working for a family-owned hotel with such a long history is knowing it will be around for another 200 years,” Taylor-Stagg says. This sense of legacy informs her approach to both daily operations and long-term planning.
Industry contributions beyond The Athenaeum
Taylor-Stagg’s influence extends beyond her role at The Athenaeum. Since 2023, she has served as a non-executive director at PoB Hotels, a prestigious collection of independent luxury properties. In 2024, she joined the Victory Services Club as a non-executive director, further contributing her expertise to the wider industry.
Her commitment to mentoring future talent is evident in initiatives like the IHG Academy, which she helped establish during the 2012 Olympics. “Seeing participants like Samantha Frederick thrive is incredibly rewarding,” she says. Frederick, who began as breakfast staff, went on to win IHG Employee of the Year, a testament to the program’s impact.
During the pandemic, Taylor-Stagg co-founded the Midas program, which provided training and networking opportunities for young professionals. “It was about providing skills and, more importantly, a lifeline,” she explains. This initiative reflects her belief in the industry’s resilience and the importance of investing in its future.
A leadership philosophy rooted in collaboration
Taylor-Stagg describes her leadership style as “compass and glue.” “My role is to set the direction and keep the team cohesive,” she says. Drawing on inspiration from mentors and colleagues, she emphasises the value of surrounding herself with exceptional people. “They make you look awesome,” she says with a smile.
This collaborative approach has earned her admiration across the industry. Whether leading her team through the challenges of a global pandemic or mentoring young professionals, Taylor-Stagg consistently demonstrates a people-first philosophy.
The road ahead
As The Athenaeum prepares for its next chapter, Taylor-Stagg is focused on ensuring its legacy. “We’re constantly reinventing ourselves, whether it’s through small changes like updating benefits or major projects like adding new residences,” she says. Her vision for the hotel aligns with her broader hopes for the hospitality industry: fostering inclusivity, nurturing talent, and delivering exceptional guest experiences.
Taylor-Stagg’s career is a testament to the transformative power of leadership in hospitality. From her early days at the Carlton Hotel to her current role at The Athenaeum, she has consistently raised the bar for excellence. Her story is one of resilience, innovation, and an unwavering commitment to making a difference.
Michael Northcott
