Richard Tooke
Experienced customer-focused professional with over 30 years in hospitality
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About
An experienced customer-focused professional with over 30 years in hospitality, leading large teams and delivering high-quality service in busy environments. Known for building positive teams, handling pressure calmly, and putting customers at the heart of everything I do. Now looking to bring strong people skills, problem-solving and professionalism to a customer service role.
Experience
General Manager - Oaklands Hotel - Norwich
(2024-10 - 2026-02)
Returning to a familiar post with Oaklands Hotel and rebuilding the staff structure and putting into place new recruitment & training practices, liaising with chefs to create a new menu and put the hotel back on the map.
- Implementing new management, hotel policies and catering processes in the hotel
- Recruiting and enabling a more professional, motivated and effective team that is going to deliver a high-quality service in the hotel
- Managing and strategising a promotional campaign to increase the presence and standing of the hotel
- Overseeing the day to day running of the hotel, whilst trouble shooting and problem solving on the spot
Delivery Driver - DYY Delivery service - Norwich
(2024-08 - 2024-10)
Delivering all kinds of packages to customers across the whole of Norfolk and the Norfolk coastal area.
- Driving white Mercedes van delivering parcels and packages to both domestic and business customers
- Working to preset delivery plan and schedule working safely within all road health and safety parameters
- Engaging with customers in a prompt and professional manner
Manager - Castle Carvery Racecourse - Norwich
(2016-03 - 2024-07)
General Manager of a high-volume carvery restaurant serving up to 1,200 customers on a Sunday. Responsible for the full day-to-day operation and performance of the business.
- Lead, train and support a large team to deliver friendly, consistent service
- Ensure customers receive a positive experience, even during peak trading
- Manage rotas, stock, ordering and forecasts to keep the business running smoothly
- Handle customer issues professionally, turning problems into positive outcomes
- Carry out risk assessments and ensure health & safety standards are met
- Work closely on the floor with staff, leading by example
Hotel Manager - Oaklands Hotel - Norwich
(2006-04 - 2016-03)
Returned to Oaklands as Hotel Manager, overseeing a 60-bedroom hotel, restaurant, bar and banqueting facilities.
- Managed daily operations of a busy hotel and hospitality venue
- Helped grow the business into one of Norfolk's leading wedding venues
- Successfully delivered up to 190 weddings per year
- Built and motivated teams to create a welcoming, customer-first culture
- Worked closely with guests to ensure events ran smoothly from start to finish
- Maintained high standards across service, presentation and staff performance
Restaurant Manager - Adlards - Norwich
(2015-08 - 2016-03)
Manager of a fine dining restaurant catering for 40 covers.
- Led front-of-house service with a strong focus on guest experience
- Worked with the team to raise standards following the loss of a Michelin star
- Delivered professional, knowledgeable service to a high-expectation customer base
- Adapted quickly to change in a challenging business environment
Various Roles to General Manager - Oaklands Hotel - Norwich
(1988-04 - 2015-04)
Started on the bar and progressed through the business over many years to senior management.
- Gained hands-on experience across all areas of hotel operations
- Promoted through hard work, reliability and strong people skills
- Worked with the owner to support the growth and development of the business
- Built a strong understanding of customer needs and service standards
