Lucy Clarke

Experience

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  Express by Holiday Inn, Leeds City

  Oct 2004 - Jul 2008

  Duty Manager

  112 Rooms, 1 Bar, 2 Meeting RoomsGained promotion from Guest Service Assistant to Duty Manager.

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  Holiday Inn Cardiff City Centre

  Sept 2008 - Oct 2009

  Assistant Food & Beverage Manager / Graduate Management Trainee

  157 Rooms, 1 Restaurant, 2 Bars, 12 Meeting Rooms. As part of Intercontinental Hotel Group’s graduate management programme, I worked as a duty manager and an assistant food and beverage manager. • Voted IHG Hotel of the Year 2008 & 2009• Ordering and controlling stock, staffing the department within budget and ensuring the smooth running of the department.• Service redesign; I was a key member in redesigning working practices streamlining processes to make them more efficient. • Organised hospitality for the Six Nations Rugby and International events at the Millennium Stadium, catering for over 20,000 people between banqueting and bars. Show less

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  Crowne Plaza Manchester Airport

  Oct 2009 - Sept 2010

  Assistant Front Office Manager / Graduate Management Trainee

  259 Rooms, 2 Restaurants, 2 Bars.I undertook a number of roles to ensure the smooth and efficient running of the front office, ensuring all guest requests are met regarding room allocation as well as maximising room revenue, occupancy percentage and rev par. • Crisis management; dealing with a wide range of issues including accidents, fire, floods, delayed flights and bomb threats. • Revised the cash handling, safe keeping and the credit policy of the hotel.• Management of the hotel shuttle buses ensuring efficient transport of guests. Show less

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  Holiday Inn Bristol Filton

  Sept 2010 - Jul 2011

  Restaurants and Room Service Manager

  211 Rooms, 2 Restaurants, 2 Bars, 18 Meeting Rooms.Managing Holiday Inn Bristol, Filton’s Junction A-la Carte Restaurant (130 covers), Sampans Oriental Restaurant (60 covers) and room service.• Strong organisational skills, managing a number of different tasks efficiently to tight deadlines. • Worked with the central Food and Beverage team to develop promotions and new ideas to help maximise growth for the managed estate.• Moved and re-launched Sampans Oriental Restaurant.

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  Holiday Inn, Swindon

  Jul 2011 - Aug 2013

  Operations Manager

  99 Rooms, 1 Restaurant, 1 Bar, 6 Meeting Rooms Responsible for all aspects of a hotel to make sure that it is running smoothly and ensuring that revenue generation is maximised in order to reach and exceed the budgets set. • Re-marketed and set up of the hotels wedding and banqueting which drove a 60% uplift in food and beverage revenue and rolled out to other hotels.• Redeveloped and managed the individual hotel website and social media outlets.• Improved team engagement moving it from 59% to 79%. • Interpreting data financial information and presenting explanations to the area management team.• Managed the hotel without a General Manager for a lengthy period of time. Show less

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  Manchester Central

  Sept 2013 - Feb 2021

  Services Manager

  As event services manager I was responsible for managing the relationship and contracts between the venue and contractors including the tendering process. I managed the venue's concierge team and take on event management responsibilities’ planning and managing a range of events held within the venue.• Named on the ten-person MiaList 2019 for demonstrating excellence in the Meetings Industry. • Managed the procurement process for the various services and goods contracts within the venue. Ensuring all procedures were followed in line with company policy and compliant with OJEU. • Leading the mobilisation and seamless transition to new venue security and cleaning contractors, whilst maintaining the venue’s exceptional client feedback scores. • Contract management of the venues tier one and tier two suppliers, through working collaboratively with our partners, regular contract meetings and auditing in line with the service agreement and contract. • Identified and implemented strategies to improve the quality of service, productivity and reduction of costs. • Redesigned, implemented and maintained the venues waste management procedures to ensure it was supporting the venues sustainability policy.• Heavily involved in the venue gaining ISO 14001, ISO 20121 and ISO 9001.• Managed a wide range of events for different clients within the venue.• Member of the Association of Event Venues working groups for sustainability and security. Show less

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  Salford City Council

  Feb 2021 - now

  Service Manager

  As Service Manager, Citywide Services, I have full management responsibility for the delivery of the Citywide School Meals, Building Cleaning and other associated services. This is an extensive area with approximately 750 staff and an annual turnover of approximately £10 million, providing key frontline high-profile council services across the city.• Full management responsibility for Citywide Services managing and supervising staff, budgets and resources and delegating areas of responsibility to other members of staff as appropriate. • Lead the Citywide Team by example, ensuring through supervision and direction that the Service provides the best possible outcomes for customers.• Developing the service, with an innovative approach, sharing a vision and culture that generates commitment to the service, ensuring that services are responsive to the needs of customers.• Using analytical skills, making effective and timely decisions by seeking all possible relevant information, consulting appropriately, probing the facts, and analysing information from different perspectives.• Reacting to immediate problems of a highly complex nature, managing conflict, and being able to deliver immediate solutions under pressure.• Actively marketing and developing leads/partnerships/tenders for any new work and growth areas for the business across all Citywide, Commercial and associated Operational Services.• Development and delivery of effective service provision and to inform strategic plans and priorities. Show less