The Principal York has promoted former front of house manager Emmanouela Kostouli to hotel manager ahead of the hotel’s rebrand to The Milner York.
With 10 years’ experience in the hotel market, five of which based in York, Kostouli has led The Principal York front of house team for three years, improving service scores by 30%. The hotel said her “proficiency in upselling strategies” has “significantly boosted” monthly revenue streams and will help frame an approach for the sell-in of the new brand to guests.
As hotel manager, she will guide The Milner York’s new brand standards and internal “reculturing” while carving a new guest journey and driving service excellence alongside commercial growth.
On her appointment, Kostoula said: “It’s such an exciting time to be leading the hotel teams ahead of our rebrand to The Milner York, drawing upon the history of a city that I love. I’m proud to be making this career move with a team that shares my passion for the hotel and for York.
“The Milner York name will bring a new chapter to our stunning Grade II Victorian building as we strive to be “York’s best loved hotel”. The ‘reculturing’ of our internal teams will be an important part of this process, bringing our new brand standards and positioning to life.”
Andy Barnsdale, general manager of the hotel, said: “Emmanouela has proved herself to be an exceptional team member in her three years with us, delivering initiatives that have seen tangible results in our guest satisfaction scores across the board. It’s a momentous time for our team as we prepare to rebrand to The Milner York and I’m thrilled that Emmanouela will play such a pivotal role in the process.”
Drawing deeply from York’s railway history, the hotel’s namesake – William Milner, was the York Station foreman during World War II – who entered a blazing station building in an attempt to obtain a box of medical supplies to treat air raid casualties. The hotel is spending over £2m in property enhancement as part of the new brand proposition, including implementing climate control air conditioning in the hotel’s 155 bedrooms and suites.