Sophie Rothwell

As a highly motivated individual I take great pride in my professional customer focused approach. I have a keen eye for detail and consider myself to have key leadership skills. I believe these skills are transferable to any role and have allowed me to adapt to any role I have had.

I have the ability to work independently as well as working as part of a team and this has been reflected in my career having been promoted numerous times within the organisation.

• Direct responsibility for the general day to day operation of the Hotel. 
• Accountability for total Hotel operation in the absence of the Multi Site General Manager. 
• Effective management of all heads of departments.
• Budget responsibility for targets set within each area.
• Lead all staff to consistently achieve product and service delivery standards.
• Ensure a high degree of customer care in line with Company and business objectives.
• Management of all staff compliance with company policies and procedures.
• Management of all hotel events /conferences and bookings ensuring complete customer satisfaction.
• Management of all customer comments and complaints 

• Led the hotel through a full, extensive refurbishment and rebrand from Best Western to Holiday Inn whilst at the same time ensuring minimal interruption to the day-to-day business and keeping GSS scores above target.
• Ensured the hotel team underwent a full training and development program as part of the rebranding.
• Played an instrumental role in bringing payroll down from 37% to the target of 32% within the first 3 months in the role.
• Achieved GP of 75% on beverage and 73% on food in the financial year 2022/23 with the support of the head chef and F&B Manager.