Meet Madalin Gramada, Front of House Security Manager, The Shard
3 min read26th August 2026
When Madalin Gramada arrived in the UK from Italy at the age of 19, he joined the housekeeping team at the Shangri-La Hotel at The Shard. Twelve years later, his role would see him working alongside international security teams and protecting some of the world's most recognisable visitors.
The career trajectory that led him to become Front of House Security Manager is not unusual at The Shard, which Madalin calls his second home.
"Everything that I achieved is through hard work, but The Shard has given me the opportunity to become who I am," he says.
After joining the Shangri-La, Madalin's natural way with people soon saw him move to the concierge desk, where he built a reputation for securing the hottest restaurant reservations and theatre tickets for the hotel's five-star guests.
Recognising the parallels between customer service and security, he moved downstairs to join the team that runs The Shard's main reception.
"I realised that good security is also about communication, service and understanding people. You protect people, support them when something goes wrong and help create an environment where they feel safe," he says.
The job is about more than checking passes or scanning bags, he explains. Each day, he supports a large team, monitoring standards, coordinating with other departments, responding to incidents, managing stakeholders and making sure resources are in the right place.
Maintaining The Shard's high standards of service, while remaining calm under pressure is one of his team's strengths, he says.
"People normally see the final response to an incident, not all the coordination behind it. The challenge is to make the operation appear controlled and professional even when a great deal is happening in the background."
There is no such thing as a typical shift. Each day begins with a review of the operational picture: staffing levels, events, visitors and information handed over from the previous team. From there, says Madalin, anything can happen, and usually does.
One of the more glamorous aspects of the job is working with the security teams that accompany the many VIPs who visit the building. Past visitors have included Hollywood stars and the late Queen Elizabeth II.
One of Madalin's proudest moments came after helping to coordinate security arrangements for a high-profile international visitor to The Shard. The message of thanks he later received, he is keen to point out, recognised the efforts of the entire team's work.
But it is not the occasional high-profile assignment that keeps him coming back. What he values most is the variety of the role.
"Every single day I have to deal with different things. That is the exciting part," he says.
Madalin got married last year and is close to completing his Level 5 Operations Manager apprenticeship. Outside work, he describes himself as a simple person who is always looking to improve. On Sundays, he goes to church.
"I believe that everything I have achieved in my life is because someone up there helped me on this beautiful journey," he says.
Madalin's Neighbourhood Guide
Padella, Borough Market, SE1 1TQ
I like the atmosphere of Borough Market, the variety of food and that it brings together local people, workers and visitors from around the world. It is a place that represents the energy of the neighbourhood. I grew up in Italy and the pasta in Padella takes me straight home.
The riverside walk between London Bridge and Tower Bridge
It gives you a different view of the city and reminds you how much history and modern architecture sit side by side in this area.
The View from The Shard, at dusk
Even after working here for some time, that view still reminds me that this is a very special building and that we have a responsibility to protect the experience people have when they come here.
