Director of Operations & Head of Unreasonable Hospitality - Mad Swans
(2025-03)
Led the launch and operational delivery of a multi-revenue luxury countryside destination comprising premium dining, eco-accommodation, leisure, golf, wellness, and retail.
- Directed the end-to-end launch of a complex hospitality destination, embedding service standards, operational readiness, and guest experience design from concept through to opening.
- Expanded operational remit across all guest-facing and commercial areas, reflecting trusted leadership across a multi-faceted luxury environment.
- Defined and embedded guest experience principles focused on intuitive, high-touch service rather than transactional hospitality.
- Built and led senior leadership teams across all departments, shaping a culture of ownership, pace, and service excellence.
- Developed operational frameworks and SOPs ensuring consistency across all guest journeys while preserving flexibility and personality of service.
- Created full financial architecture including opening budgets, trading forecasts, and a three-year commercial maturity model.
- Led supplier partnerships and premium product curation, including development of a specialist wine programme and elevated F&B offer.
- Implemented full compliance, safety, and operational governance frameworks appropriate for a high-footfall luxury destination.
- Acted as senior stakeholder with founders, investors, and partners, contributing to brand development and long-term strategic direction.
- Hosted and managed press and industry visits including The Times and leading lifestyle and hospitality publications.
- Delivered successful launch and stabilisation of operations, establishing a scalable foundation for future growth.
Operations Manager - Hippo Inns / Chapter Collection (Stonegate)
(2019-02 - 2023-08)
Led operational and commercial performance across a portfolio of 16 premium, food-led venues, managing c.250 team members across multi-site operations.
- Owned operational and financial performance across a multi-site estate, partnering directly with Managing Director and CEO on trading performance, strategic direction, and investment decisions
- Conducted full site business reviews for leased and tenanted venues, including demographic analysis, competitor benchmarking, market trends, and performance diagnostics
- Developed investment cases and Capex proposals for site transformation and repositioning, including ROI modelling, break-even analysis, and long-term revenue projections
- Advised on strategic feasibility of converting sites into premium food-led operations based on commercial and market viability
- Led trading reviews, P&L performance analysis, and in-year forecasting to support estate-wide financial delivery
- Drove operational consistency across service, compliance, and guest experience standards
- Strengthened supplier and product strategy to improve quality, margin, and guest proposition
- Supported leadership development, succession planning, and multi-site capability building
General Manager - Hippo Inns
(2017-04 - 2019-02)
Turnaround leadership role focused on underperforming premium pub venue.
- Led transformation of underperforming site into a high-performing local destination through team restructuring, service retraining, and guest experience focus.
- Delivered rapid revenue growth within first two months of appointment.
- Secured and delivered development of external trading space, increasing revenue by 15%.
- Promoted to Operations Manager following sustained performance and leadership impact.
General Manager - Pitcher & Piano / Revere Pub Company
(2010-01 - 2017-12)
- Full commercial and operational responsibility for a £1.5m premium site, balancing service, profitability, and compliance.
- Acted as Legal Licensee ensuring full regulatory compliance and operational governance.
- Led team development, recruitment, and training for 20+ team members.
- Delivered consistent revenue growth through events, reservations, and local market activation.
- Maintained strong GP performance through disciplined cost control and stock management.
