Multi-Site General Manager at Whitbread PLC (2023-06-30 – Present)
Managed daily operations across multiple restaurant locations, ensuring consistent service standards, operational efficiency, and profitability. Oversaw staffing, scheduling, training, inventory management, health and safety compliance, and customer service performance on a day-to-day basis. Monitored sales, labor, and food cost controls while supporting Restaurant Managers and department leaders to achieve business targets.
Conducted regular site visits, resolved operational issues, maintained company standards, and implemented strategies to improve team performance, guest satisfaction, and overall restaurant success.
- Deliver consistently high standards of food, drink, and service in line with the Bar + Block brand
- Create a welcoming, premium steakhouse atmosphere for every guest
- Handle guest feedback and complaints professionally, turning issues into positive experiences
- Recruit, train, and develop a strong management and team structure
- Lead by example on the floor, setting standards for service and behavior
- Motivate, coach, and performance-manage team members to achieve their best
- Ensure full compliance with company policies, health & safety, and food hygiene standards
- Take full ownership of profit and loss (P&L) performance
- Drive sales through excellent service, upselling, and local marketing initiatives
- Manage labor, stock, and costs to maximize profitability
- Analyze KPIs and implement action plans to improve performance
General Manager at Miller & Carter (2022-12-05 – 2023-06-29)
Received transfer from Miller and Carter Aylesbury
- Supervised and delegated tasks to employees, driving efficiency to meet key productivity targets. Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organizational objectives.
- Implemented strict quality standards for consistent company representation across multiple channels. Oversaw third-party contracts and service level agreements for facilities maintenance, security and waste management.
- Established strategic monthly sales goals, communicating priorities to staff and closely tracking progress to ensure success.
- Maintain positive and professional working environment to optimize staff and guest satisfaction.
General Manager at Miller & Carter (2021-08 – 2022-12-05)
- Supervised and delegated tasks to employees, driving efficiency to meet key productivity targets. Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organizational objectives.
- Implemented strict quality standards for consistent company representation across multiple channels. Oversaw third-party contracts and service level agreements for facilities maintenance, security and waste management.
- Cut labour and product costs by creatively addressing inefficiencies.
- Established strategic monthly sales goals, communicating priorities to staff and closely tracking progress to ensure success.
- Maintained positive, professional working environment to optimize staff and customer satisfaction.
General Manager at Great British Inns (2019-03 – 2021-08)
- Delivered and implemented staff engagement, gender diversity and cultural programs.
- Promoted business profitability by tracking performance indicators and driving corrective action.
- Established customer-centric focus to build customer loyalty and retention.
- Promoted revenue by analyzing profitability and key metrics.
- Implemented effective customer service procedures to encourage positive feedback.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Trained workers in every position, including food preparation, money handling, and cleaning roles.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes.
- Monitored business levels and realigned team positions to provide optimal coverage for customer demands. Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Regularly updated computer systems with new pricing and daily food specials.
- Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
Restaurant Maitre'D at Tauck Riviera Travel (2017-05 – 2019-01)
- Supervised daily front-of-house restaurant operations aboard the river cruise vessel
- Welcomed and escorted guests to tables while ensuring excellent customer service
- Managed dining reservations, seating plans, and guest preferences
- Coordinated and supervised waitstaff to ensure smooth and efficient service
- Maintained high standards of presentation, hospitality, and cleanliness in dining areas
- Resolved guest concerns and handled special requests professionally and promptly
- Worked closely with the Executive Chef and onboard management to coordinate meal service
- Monitored staff performance, provided training, and supported team development
- Ensured compliance with health, safety, and sanitation regulations onboard
- Assisted in organizing special dining events, themed dinners, and VIP guest experiences
- Monitored inventory and coordinated with supply departments when required
- Maintained daily reports and communicated operational updates to management
