Miles Russell

An accomplished leader with over 20 years professional working experience. My background includes leading operations, teams, and processes to drive business and guest service success. From training and developing staff and overseeing profit and loss responsibilities to driving sales and marketing efforts and resolving customer issues and concerns, I excel at managing teams, propelling revenue enhancement, and stimulating maximum levels of guest service and satisfaction.

Business Owner at Charlton Inn (2018-06 – 2023-06)

• Coordinating and leading the daily Front of the House and Back of the House restaurant operations.
• Delivering superior service and ensuring customer satisfaction.
• Responding efficiently and accurately to customer complaints.
• Regularly reviewing product quality and researching new vendors/suppliers.
• Scheduling and supervising shifts.
• Appraising staff performance and providing feedback to improve productivity.
• Estimating future needs for goods/stock etc.
• Ensuring compliance with sanitation and safety regulations.
• Controlling operational costs and identifying measures to cut waste.
• Training new and current employees on proper customer service practices.
• Implementing policies, procedures and protocols.

General Manager at Balmoral Lodge (2011-12 – 2017-11)

• Managing the day-to-day operations of the lodge with a guest capacity of 52 rooms.
• Managing and directing all departments in the hotel.
• Overseeing personnel, including receptionists, kitchen staff, and office employees.
• Monitoring employee performance and conducting regular evaluations to help improve customer service.
• Collecting payments and maintaining records of budgets, funds, and expenses.
• Resolving issues regarding hotel services, amenities, and policies.
• Organizing activities and assigning responsibilities to employees to ensure productivity.
• Creating and applying a marketing strategy to promote the lodge's services and amenities.
• Coordinating with external parties, including suppliers, travel agencies, and conference planners.
• Ensuring compliance with health and safety rules.
• Partaking in financial activities, including establishing room rates, setting budgets, and assigning funds to departments.
• Managing all admin, payroll and baking functions.

Complex/Resort Manager at Lakeside (2009-06 – 2009-11)

• Managing a Four-Star Establishment with a Guest Capacity of 800 rooms. The restaurant provided traditional English Fare and held 50 guests.
• Overseeing the outdoor swimming complex, the on-site supermarket and the day and evening entertainment.
• Leading all department in the resort.
• Setting goals and budgets.
• Managing the performance of staff and contractors.
• Liaising with external partners and ensuring optimal hospitality services and client satisfaction.
• Overseeing product stocking, accounting, and marketing efforts.
• Ensuring adherence to the organization's quality and service regulations and standards.
• Responding to and resolving guest concerns and issues promptly and efficiently.

Leisure/Food & Beverage/Retail Manager at Park Resorts (2000-01 – 2008-11)

This is a Five Star Complex with a guest capacity of 1200 rooms. Restaurants were Italian – 250 seats, Chinese – 250 seats, Traditional Carvery & Grill – 300 seats, Costa Coffee – 280 seats, Fast Food Area – unlimited. This resort also had Banquet facilities and held weddings and gala dinners.

• Delivering excellent customer service standards within all retail and non-retail aspects on a resort.
• Ensuring the safety of guests and staff.
• Managing all aspects of Complex Security and Maintenance
• Ensuring that all monies were accounted for.
• Complying with all national and international policies and procedures, which could affect a Complex, Licensing laws, health & safety.
• Promoting and training the teams in all areas of the business.
• Setting ang meeting high performance budgets.

UK O Levels (1989 – 1989)

Diploma in Advanced Travel & Tourism Southern Africa and Inter Tourism (1994 – 1994)