Richard Tooke

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.

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