Michael Mason-Shaw, General Manager of Hyatt Place London City East, is not your typical hotelier. With an unconventional background in art and a career that spans openings across 17 hotels, Mason-Shaw has developed a unique leadership style centred on sustainability, community engagement, and empowering teams. In this feature, he shares his journey, key lessons from decades in the industry, and how he’s helping to reshape the guest experience through creative concepts and sustainable practices.
Before stepping into the world of hospitality, Mason-Shaw studied photography and sculpture. “I started in an arts background,” he explains. Like many students, he took a part-time job during university, beginning his hotel career as a breakfast chef and waiter. What started as a temporary role soon became a passion. “I’ve always had an interest in people,” he says. “Hospitality fundamentally is about people, and you have to be able to connect with them.”
Mason-Shaw’s early days were spent at the Quality Hotel in Hull, where he rose quickly through the ranks, eventually becoming food and beverage manager. This hands-on experience laid a strong foundation. “It was very operational back then, but that kind of environment helps you learn fast,” he notes.
Mason-Shaw’s expertise in hotel openings has been honed over years of working with leading hospitality groups, including Accor, Wyndham, Hilton, and Marriott. His first major opening was with Accor, launching an ibis hotel in Leeds. “Openings teach you resilience,” he says. “You’re constantly solving problems—everything from construction delays to staffing challenges.”
His reputation for successful launches grew, and he became the go-to manager for openings. “I think it’s in my blood now,” he laughs. Over his career, he’s opened 17 hotels, each with its own unique challenges and rewards. His role at Hyatt Place London City East was another such opportunity, coming during the height of the COVID-19 pandemic.
The property, Hyatt Place’s first in central London, was transformed from an office building into a contemporary hotel with a focus on sustainability and local culture. Mason-Shaw was drawn to the project by two of his personal passions: sustainability and art. “When I met the owners, their vision for a sustainable construction project immediately resonated with me,” he says.
Under his leadership, the hotel earned a prestigious sustainability award from the Head Europe Awards in 2023. “We wanted to be BREEAM accredited,” Mason-Shaw explains. BREEAM is a widely recognised framework for sustainable buildings, assessing everything from supply chains to air conditioning systems. “It’s an intensive process, but it’s about future-proofing the asset,” he notes.
Beyond construction, the hotel has implemented ongoing sustainability measures, including working with partners like Aerated to assess air quality and reduce the property’s environmental impact. “Air quality is critical, especially in urban locations like Whitechapel,” Mason-Shaw says. Hyatt Place London City East earned a Gold Award for air quality, a significant achievement given its location on a busy high street.
Engaging with the Local Community
Mason-Shaw’s commitment to sustainability extends beyond environmental concerns to social impact. One initiative he’s particularly proud of is the hotel’s Curated at Hyatt Place Arts Bursary, which supports local artists. “We’ve opened up our bar and restaurant as exhibition spaces for photographers, filmmakers, and designers,” he explains. All exhibited artwork is for sale, with a portion of proceeds going into a bursary fund to support emerging artists.
This project holds personal significance for Mason-Shaw, whose own interest in art was inspired by his father, an illustrator. “It feels like things have come full circle,” he reflects.
The Importance of Empowering Teams
Mason-Shaw credits much of his success to the teams he’s worked with. “A happy team makes happy guests—it’s that simple,” he says. He looks for humility and a team-first mentality when hiring. “I want people who will develop their teams and innovate,” he adds.
He’s also passionate about mentoring future leaders. “I’ve developed six general managers during my career,” he notes proudly. His current deputy is on track to become a GM, a testament to his commitment to nurturing talent.
Embracing Technology and Innovation
Over his 25 years in the industry, Mason-Shaw has witnessed significant technological advancements. “I remember when hotels used physical keys,” he laughs. Today, guests can check in and unlock their rooms using smartphones. He’s equally excited about the potential of AI in hospitality, particularly in marketing and customer interaction. “AI could revolutionise how we personalise the guest experience,” he says.
Sustainability Beyond Buzzwords
While many companies tout their green credentials, Mason-Shaw believes true sustainability goes beyond marketing. “It’s not about preaching—it’s about offering guests the right information and letting them make their own choices,” he says. Next year, the hotel plans to work with Climato, a company that tracks the carbon footprint of menu items, helping diners make more informed decisions.
Sustainability also includes social governance. Hyatt Place London City East was one of the first hotels in central London to earn Platinum accreditation from the Travel Club, an initiative that empowers female travellers. “Women represent the largest demographic of our guests, so we wanted to create an environment where they feel safe and valued,” Mason-Shaw explains.
Looking Ahead
With EU regulations on carbon reporting set to take effect, Mason-Shaw anticipates a “green boom” in the hotel industry. “Larger corporations will need to report on their carbon footprint, which will drive more hotels to adopt sustainable practices,” he says.
Beyond sustainability, he’s excited about the continued growth of Sykes Hospitality, which manages Hyatt Place London City East. “When I joined, we had 22 hotels. Now we have 55 across the UK and Europe,” he says. This rapid expansion creates opportunities for team members to grow their careers, something Mason-Shaw is deeply passionate about. “I want my team to be the next generation of leaders,” he says.
Advice for Aspiring Hoteliers
For those starting out in hospitality, Mason-Shaw has simple but powerful advice: “Be yourself. Ask questions. Be curious. And don’t be afraid to challenge the status quo.”
Reflecting on his own journey, he emphasises the importance of mentors. “I’ve been fortunate to work with people who believed in me and gave me opportunities. Now, I try to do the same for others,” he says.
Michael Mason-Shaw’s leadership at Hyatt Place London City East exemplifies the power of combining innovation, sustainability, and a people-first approach. By fostering creativity, empowering teams, and engaging with the community, he’s not only creating memorable guest experiences but also setting a new standard for urban hotels. As the industry evolves, Mason-Shaw’s forward-thinking approach offers a roadmap for building hotels that are as sustainable as they are successful.
