Experience

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  Whitbread

  Sept 1987 - Apr 1999

  General manager

  I joined as a Trainee Manager and after completing a comprehensive training programme became a General Manager within thirteen months.I progressed from a 110 cover restaurant to a diverse multi-site Beefeater and Premier Inn with a turnover in excess of £2m at Dover West, where I was responsible for 60 staff and 5 support managers. I was appointed to manage the doubling in the room numbers of the Premier Inn and improve the service within the adjoining Beefeater restaurant. I successfully managed the transformation of both businesses, with the operations exceeding profit targets by £47k in first year. The hotel occupancy rate was maintained at 98% and the Beefeater secured Gold Status for its service. Show less

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  Showcase entertainment

  Apr 1999 - Jan 2002

  General manager

  I was employed as Hospitality Manager to support the opening of the new 13 screen unique multiplex cinema in Bluewater planned for June 1999. Due to success in this role, promoted to General Manager of the complex, shortly after the opening in September 1999. Within 12 months, I grew cinema to be 2nd busiest in UK based on film sales, generating revenues of over £10m PA.I led a team of 124 staff with 9 direct reports. I had extensive input into all HR activities. In particular, I developed a comprehensive training programme including customer service / quality service standards, Health & Safety, Food Hygiene and operating procedures. I recruited and trained over 140 staff.I developed conference centre facilities for up to 490 delegates, with stadium seating. I trained 20 staff members to deliver corporate hospitality services including handling food and drinks. A key focus of the role was to develop effective PR and marketing campaigns for the complex including radio / press advertising and direct marketing locally. Show less

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  Rank group

  Jan 2002 - Aug 2013

  General manager

  I joined as a fast-track General Manager for Mecca Bingo and secured my GB11 Gaming License in May 2002. I was appointed as General Manager - Welling, Kent and have subsequently been asked to move to Eltham Hill, Ashford, back to Eltham Hill, Catford and now to Wandsworth branch, where I am responsible for 61 staff and a turnover of £2m.At Ashford Branch I increased admissions by 7% in the first year and trained 3 Team Leaders, since promoted to General Manager. At Eltham Hill I managed a £250k refurbishment and and turned around the branch from a 12% admission decline to a 11% growth and a 9% decline in income to an 8% growth.I am accountable for developing strategic plans including setting annual budgets with month by month forecasts. As General Manager, I have extensive involvement in all HR activities including recruitment, training, performance management and succession planning. I am used as an expert in people development.I am responsible for all marketing and sales activity with a £60k marketing budget. I work in conjunction with the Membership Manager to develop and lead innovative campaigns to increase business including text messaging, outreach activity and hosting customer parties. A key focus of the role is to improve customer experience and drive customer service levels through effective performance management. The latest customer satisfaction scores place the branch in top 10 in company out of 98 clubs. I played a key role in establishing a reporting system now adopted across the organisation to control staff costs. Successfully reduced staff costs / income ratio from 30% to between 20% and 24%.I worked as part of an internal audit work stream to develop a traffic light system now adopted across organisation. Show less

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  The aspinall foundation

  Aug 2013 - Feb 2018

  Group retail & catering general manager

  Overall responsibility for the commercial success of the Catering & Retail outlets including high ropes challenge at Howletts and Port Lympne Wild Animal Parks. Driving financial performance and all operational matters. Multi site role with seven direct reports.Transformed the catering offer in all outlets and project managed the opening of Baby dolls wood fired pizzeria fully serviced restaurant. Introduced fair trade bean to cup coffee & ethically sourced products for both Catering & Retail. Increased turnover to 2.8 M and profit by 49% through rigorous financial controls. Sourced new & negotiated with existing suppliers exploiting emerging opportunities to grow income and profit. Key focus of role to improve customer experience & drive customer service levels through effective performance management Show less

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  Ch&co

  Jul 2018 - now

  General manager

  Catering & Hospitality General Manager Tower of London.This iconic visitor attraction was under performing for CH&CO in all areas of catering & hospitality. In 2019 I transformed the business with record turnover of over £4 Million, carefully controlling costs including a wages saving of over £50K resulting in record Net profit + 190K v budget. Developed staff and Management receiving Team of the year award 2019 for HRP. All compliance and Health & safety audits achieved a score of 96% and above. I built a strong relationship with the client with regular meetings and open and honest feedback both ways in order to develop the catering offering alongside driving the business forward. Show less