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.
