Fresh from the news of her promotion from Deputy GM to General Manager, Abbie Ross welcomed me to The Embankment for a conversation about her career journey. We discussed the experiences that have brought her to this point, the lessons learned along the way, and her ambitions for the future in her new role.
Ahead of meeting Abbie, I took the opportunity to gather some thoughts from colleagues. Time and again, I heard the same sentiment. This promotion is thoroughly deserved. Her personality, professionalism and attitude have made an immediate impression on those she’s worked with, making this achievement feel like a natural next step.
For Abbie, it’s the next chapter in a hospitality career that began when she was 15 years old.
Abbie’s first taste of hospitality came at a local venue, Thurleigh Farm, where she quickly discovered she enjoyed serving guests far more than sitting in a classroom.
“I used to look forward to my Saturday shifts more than school,” she laughed.
Knowing traditional school routes didn’t motivate her, she pursued a hospitality-focused degree through the Edge Hotel School before heading to London, where she gained experience in some of the industry’s most prestigious environments, including five-star hotels and Michelin-starred restaurants.
Those experiences helped shape her approach to hospitality, but they also highlighted what she values most.
“London was incredible, but hospitality there can be much more transactional,” she told me. “What I love about the Embankment is the community aspect. You get to build relationships with people. Whether they’re popping in for a coffee, a pint, a meal or staying in the hotel, you really get to know your guests.”
After several years in London, Abbie came home to Bedford and joined the Embankment as Deputy General Manager. Just over a year later, she has stepped into the General Manager role.
I asked Abbie about the journey that led to her promotion and she credits continuous learning, hard work and the influence of the managers, chefs and colleagues she has worked alongside throughout her career. There were instances throughout our conversation where I saw, or could sense, exactly why Abbie has had such success.
“I think you can learn from everyone,” she explained. “Sometimes you learn what you want to do, and sometimes you learn what you don’t want to do. Both are equally valuable.”
As a leader, Abbie believes great hospitality starts with great communication. Words to this Communications Officer’s ears.
Rather than subscribing to a particular leadership model, she focuses on creating an environment where people feel informed, valued and supported.
“I’m huge on communication,” she said. “If people know what’s happening, they don’t feel blindsided. Whether it’s managers, chefs or the front of house team, good communication helps everyone perform at their best.”
She also prides herself on leading by example.
“I would never ask someone to do something I wouldn’t do myself. If your team respects the way you work, they’re more likely to follow your lead.”
Her approach is rooted in trust, accountability and understanding that every individual is different.
“Not one management style works for everyone. People have different strengths, different personalities and different motivations. Part of being a leader is recognising that and adapting accordingly.”
One consistent topic emerged repeatedly throughout our conversation. People.
Whether discussing guests, colleagues or future talent, Abbie’s focus always returns to creating meaningful connections.
“When I’m recruiting, I’m looking for good people,” she explained. “I can teach someone how to make a coffee or serve a cocktail. What matters most is that they genuinely care about the people walking through our doors.”
She is equally passionate about developing her team and helping others discover the same love for hospitality that has driven her own career.
“If I can help someone fall in love with this industry, then that’s a success for me.”
For Abbie, becoming General Manager carried mixed emotions. While she was excited by the opportunity, she also understood the significance of the appointment, both for herself and for the team who have helped navigate a challenging period of change.
“I really wanted the role,” she admitted, with a beaming smile. “But what made me proudest was knowing I could continue supporting the team I had already built relationships with.”
That team, she believes, is what makes the Embankment truly special.
“People see the beautiful building and the location, but it’s the team that makes the difference. That’s what guests talk about. That’s what keeps them coming back.”
Abbie’s impact was reaffirmed to me when it was time to pay for my coffee. “We’re lucky to have her” I was told with a smile from the other side of the bar.
As she settles into her new role, Abbie’s priorities were clear.
“We want to keep building on what already makes us successful,” she told me. “I want to bring some excitement back, whether that’s through events, live music or new experiences for guests and the team.”
For Abbie, success is about more than sales figures or awards.
“It’s about growth. Growing the team, growing our reputation and making sure people are happy when they come to work and when they come to visit us.”
With her people-first approach, wealth of experience and deep passion for hospitality, Abbie is perfectly positioned to lead the Embankment into its next chapter.
And if the glowing feedback from colleagues is anything to go by, the future down at the Embankment is in trustworthy hands.
