Profile
A passionate, loyal and reliable Hospitality Manager with a wealth of experience within the industry. Confident & competent in all financial aspects of the business together with an excellent understanding of managing operations at all levels including Employment Law and HR, Learning & Development, Recruitment and Payroll. Able to lead, inspire and develop a successful team with high staff retention. A versatile and adaptable person with a critical eye for detail and the company’s profitability as a priority, possessing the ability to successfully build strong guest, supplier and employee relations. Hard working professional with a “hands on” approach, committed to achieving the very best results. A strong, bilingual communicator fluent in German and English, both written and verbal.
Career Summary
April 2014 – Present
Food & Beverage Manager
St Michaels Hotel & Spa, Falmouth
Responsible for the overall operation and performance of the 2-AA Rosette awarded Flying Fish Restaurant & Bar, Function suites holding 24+ weddings a year and the kitchen. Accountable for all financial performances including wage costs, cost of sale and revenue targets/budgets. Managing health & Safety, supplier relationship and HR and employee relations for the department, responsible for disciplinary procedures, absence management, recruitment, training and development ensuring the department to run at its optimum.
Gained a second AA-Rosette in January 2015
Bronze-Winner Large Hotel of the Year at the Cornwall Tourism Awards
Bronze-Winner at the South-West Tourism Awards
Re-negotiation and review of pricing and support with all suppliers
Tender of supplier contracts and review of potential new suppliers
Recruitment and re-structuring of a new Food & Beverage Team
Increased Beverage sales through training, product marketing and product review in line with current sales mix
Increased Restaurant Non-Resident bookings with strong social media activity
Introduction of a new regional menus for restaurant and bar – 85% of produce within 25miles of hotel showcasing fresh locally sourced sustainable produce
Increase of Food GP by 4% to 69%
Increased Liqueur GP by 3% to 70%
July 2013 – March 2014
Operations Manager
The Cornwall Hotel Spa & Estate
Managing the daily operations of the hotel and estate ensuring all departments run smoothly, effectively and to optimum performance levels delivering exceptionally high standards of service by engaging with all staff on hotel standards and procedures to promote a market leading customer service experience. Accountable for financial performance of all operational departments through the P&L account together with health and safety responsibility across the estate in line with current legislation and ensuring HR compliance is met with regards to recruitment, induction, development and disciplinary matters.
Consistently improving GP performance – Food 72% GP – Beverage 71% GP
Management of tight Wage control restrictions – Housekeeping: 9% – Front of House: 11% – Kitchen: 23%
– F&B Service: 20%
Positive increase on Trip Advisor feedback from: – 77% to 80% in just 6 months
Successfully reorganised and restructured the Housekeeping and F&B departments to ensure efficient operation
Introduced daily operations meetings with direct HOD input encouraged
Managed the recruitment of new, fresh and engaged staff to improve service levels
Improved working conditions and introduced incentives to increase staff motivation
Introduced an internal audit system to continually monitor and improve housekeeping standards
January 2012 – July 2013
Operations Manager
Manchester Airport & Bury Premier Inn, Whitbread PLC
Responsible for three Sites in the Manchester Airport Region, managing and supporting the Premier Inn Team Leaders in the recent reorganisation of the management structure. Accountable for these Properties on the day to day operation, controlling Site costs such as Labour, Repairs and Consumables whilst managing the budgets was top priority. Ensuring all Sites were Brand and Health & Safety compliant, trained and developed the teams and the future Managers of the Site whilst being fully Finance compliant.
Successfully passed two Guest Promise Audits
Successfully passed two CMI Health & Safety Audits.
Increased Profitability and productivity in all three properties by reducing the Labour Percentage by 4-5%.
Recruited new teams at all levels, Managers, Team Leaders & Team Members.
Developed all Team Leaders to manage their own Sites who now report direct into a Cluster General Manager.
Serving alongside another Operations Manager, I have taken on the responsibility of turning around a struggling Food & Beverage outlet into a profitable department at the Bury Premier Inn. This requires complete departmental structure change of Front of House and Back of House with recruitment of new teams and leaders. Complete Brand and product knowledge training and re-costing of departmental costs such as labour, Food costs, Beverage Costs and Margins. Whilst managing this department I also have the responsibility of managing the Reception and Housekeeping department. Accountable for the overall hotel performance I report direct in to the Cluster General Manager.
Ran second out of 644 hotels on Balance Score cards.
Increased Employee Satisfaction from 66.3% to 86.5% via ORC International.
Successfully Passed two CMI Health & Safety Audits.
Successfully Passed several Guest Promise Audits.
Increased Guest Satisfaction by 4.4% Year to Date.
Exceeding budgets by more than 30% and delivering a vey successful P&L YTD.
Became a “Test & Learn” Site for new menu development and trials.
September 2010 – December 2011
Assistant Restaurant & Bars Manager / Duty Manager
Preston Marriott Hotel
Responsible for the daily operations in Restaurant/Bars and Room Service, assisting with menu planning, maintaining sanitation standards and assisting servers and hosts on the floor during peak meal periods and supervise Restaurant/ Bars and Room Service Departments. Responsible for ensuring guest and associate satisfaction while maintaining the operational budget, accountable to ensure standards and legal obligations are followed and meeting or exceeding financial goals.
Increased Employee Satisfaction from 56% to 94%.
Increased Restaurant Guest Satisfaction by 7% Year to Date.
Increased Bar Guest Satisfaction by 10.2% Year to Date.
Increased average guest check/bill by 5.9% per sleeper and won the Marriott Cluster Up sell League for the month of June.
Currently Standing in Second Position YTD Productivity Vs Payroll out of 85 UK Marriott Properties
Winner of the Marriott Italian Wine Promotion out of 85 UK Marriott Properties.
Successfully passed Yearly Brand Standard Audit.
Met and exceeded monthly budgets and forecasts through training, up selling and promotions.
Qualified Personal Liqueur License Holder
Built and trained a successful team.
February 2008 – September 2010
Food & Beverage Supervisor / Duty Manager
Renaissance Hotel Manchester, Marriott International
My areas of responsibility include the management and organization of the day to day operations of Restaurant, Bar and Room Service ensuring that sanitation and hygiene standards are met and the highest levels of Guest Satisfaction are attained while ensuring that operational margins are achieved. Further responsibilities include:
Hotel Duty Manager Responsibilities as part of the Management team.
Managing, leading and developing a successful team.
Ensure compliance with all food and beverage policies, standards and procedures.
Maintaining the departmental accounts such as operational budgets, Profit & Loss statements, forecasting and scheduling.
Implementing Departmental Goals and Brand Standards.
Management of beverage and equipment purchase and control procedures.
Ensure disciplinary procedures and documentation according to SOPs are adhered to.
Conducting Associate performance appraisals.
Achievements
Continuous success in passing departmental Brand Standard Audits.
Successfully passed Health and Safety Audit.
Month on month increase of Guest satisfaction and revenue figures.
Voted Associate of the Month February 2009.
Winner of three Marriott “Spirit to Serve” Awards.
Qualified as a Springboard Ambassador
November 2007 – January 2008
Junior Waiter/Waiter
Cunards’ Queen Mary II
August 2007 – November 2007
Conference Co-ordinator
The Leyland Best Western Hotel, Preston
August 2004 – July 2007
Apprentice Food & Beverage Manager
Ringhotel Celler Tor, Germany
