WORK HISTORY  

 

  Mar 2019 - Nov 2023 Regional Operations Director THE PIG Hotels, Homegrown Hotel -     Lyndhurst, Hampshire   

 Responsible for opening and managing hotels, overseeing all aspects of the business on a daily basis and   accountable for the overall financial and people performance of my region.

 

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Lead two “new” senior teams into the PIG openings (THE PIG - at Bridge Place in 2019 and THE PIG - in the South Downs in 2021) 

Coordinated hiring, recruitment and training strategies to build successful hotel opening team 

Overseen building sites and worked closely with Project Manager and Building Company to ensure that all that PIG requires is being delivered from the ground zero 

Worked closely with Grounds Team on both building sites to achieve an “evolved “PIG look of The Garden and Landscapes up to 24-18 month ahead of the openings 

Worked closely with marketing team and seniors to penetrate local community and “win hearts” of neighbours, from charity work to just keeping in touch with most immediate local stories and events 

Managed pre-opening calendars and events to coordinating PIG orders for all operational elements of the business 

Developed organisational policies for the Front of House (Housekeeping and Reception) to ease the general oversight of groups performance and delivery of customer service, ‘true’ Pig standard as and to aid overall tighter internal controls 

Set up “bees business “at THE PIG 

Managed several product development projects: PIG toiletries, Larders, Uniforms, Guest Extras and Gifts 

Overseen and coordinated therapy side of THE PIG business, worked closely with Group Head Therapist and Potting Sheds (hotel teams) across the Group 

Designed and implemented training within Front of House Teams to further develop staff and align staff expectations with PIG business goals. 

Streamlined processes to improve and optimise House operations 

Controlled resources by implementing structured systems of orders via our main suppliers and ensuring that best deals are negotiated to ensure we have two-way benefit 

Organised financial and operational data to help with yearly budgeting and planning 

Drafted procedural statements and guidelines for company-wide use (Uniform SOPs for all departments and SOP for Potting sheds) 

Planned revenue generation strategies designed for growth 

Analysed costs from food (dry food supplies), chemicals, laundries, uniforms, crockery, and glassware to optimise benefits of fast growing company 

Handled negotiations with outside vendors and service agencies to meet group needs. 

Translated senior management directives into actionable front-line policies and implemented changes with staff within my region and on all levels 

Led and managed Hotel Directors in my region and their senior HOD teams to maintain smooth daily operations 

Held monthly meetings with HDs from my region to establish clear targets and cost controls strategies and meet objectives 

Maintained smooth-running business operations by delegating priorities to staff abilities 

Investigated issues affecting group operations, prepared reports and helped correct problems

 

 

 

   Mar 2013 - Mar 2019 Hotel Director THE PIG- on the Beach, Homegrown Hotels - Studland, Dorset

 

Lead the hotel opening in Studland from the moment of planning permission into the actual opening 

Managed transformation and move of existing team from the Manor House to THE PIG/ Homegrown Hotels 

Managed the building site from the “soft stage” (clearing of the old to soft strip out) to the actual building site 

Set up orders, systems and standards for the hotel opening 

Managed recruitment, staff training, SOP’s and staff timelines 

Established who we want to be at THE PIG - on the beach and why - new era of THE PIG’s and re-established our identity 

Led the team of 85 + to deliver top-quality service and achieve company targets 

Won great string of accolades: GQ Food and Drink Awards: Best Hotel 2016, Sunday Times Hotel of the year in 2014, Elle: Chic Shack Awards in 2015, Conde Nast Traveller; Hot List 2015, Independent Hotel of the year in 2015, Best Hotel of the Year 2015 by Mr and Mrs Smith worldwide…to name just a few 

Continued to develop and challenge passionate and talented kitchen brigade that is to produce great head chefs and senior staff for the group in the years after 

Responded to customer concerns with speed and knowledge, delivering professional, personalised service 

Met health and safety guidelines to maintain compliant working environments 

Improved team performance by conducting reviews and KPI data analysis 

Consulted with central reservations to discuss new rate plans and promotions. 

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   Sep 2012 - Mar 2013 Hotel Director THE PIG - in the Wall - Southampton, Hampshire  

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Set up the opening team, procedures and SOP’s, mentored a junior manger into the GM role. 

Set up all orders and operational elements for the new hotel opening 

Overseen building site and implementation of bedrooms, reception/ kitchen, and public areas 

Set up health and safety to ensure compliancy in this new working environment (town house hotel, without big kitchen and General Assistants who were trained to cover all jobs all-round the hotel 

Handled guest comments to protect brand reputation 

Led team of 16 to deliver top-quality service and achieve company targets 

Trained Team of General Assistants to deliver right level of our product at all times by adhering and respecting best practices and boosting guest satisfaction 

Consulted with central reservations to discuss new rate plans and promotions 

Adjusted sales strategies to local competition and decreased industry rates 

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   Oct 2009 - Sep 2012 Hotel Director THE PIG, Homegrown Hotels -Brockenhurst, Hampshire  

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Run the hotel from ‘its initial appearance as Whitley Ridge’ for one year with Head Chef James Golding, facilitated 6 months closure to allow for renovations and “birth” of THE PIG, managing expansion of 17 bedrooms into 30 beds with a brand new restaurant and full team of 55 staff 

Was instrumental in creation of our first Kitchen Garden 

With Chef James Golding, was responsible for PIG menus, service ideas and service execution 

Organised and solely in charge pre-opening recruitment and team creation, had set up PIG first induction, first set of contracts and first PIG Employees Handbook 

Initiated and implemented plans for the opening and by doing this was instrumental in shaping the business strategy for year one 

Formed first set of standards that were the core and later were to become the essence of PIG customer relations, quality standards and service efficiency 

Prepared and reviewed procedural documents for all aspects of PIG daily operations 

Oversaw emergency procedures and Health and Safety 

Set policies and processes outlining expectations on employee behaviour at every level 

Liaised with auditors and prepared facilities to support successful audits 

Handled both journalists and guest feedback to ensure clear comms and at all times protect brand reputation 

Led team of 10 HOD’s to deliver top-quality service and achieve company targets 

Trained hotel and restaurant staff in interaction with best practices applied at all times, encouraging friendly service and positive attitude 

Improved team performance by conducting reviews and KPI data analysis 

Personally responded to all customer comments with speed and knowledge, delivering professional and personalised service 

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   Jan 2009 - Oct 2009 General Manager Sopwell House, AB Hotels - St Albans, Hertfordshire  

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Delivered business strategy to drive revenue and operational efficiencies. 

Monitored and evaluated teams, identifying and targeting opportunities for improvement 

Increased revenue streams by reducing costs, managing schedules, and performing variance and risk analysis to implement corrective actions 

Managed high-performing teams to deliver quality customer service and stable profits 

Tracked KPIs to drive profitability and target delivery 

Evaluated and decided upon key investments in equipment, infrastructure and talent 

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   Oct 2008 - Dec 2008 Consultant, Operations and Standards Rosling Beach Hotel - Southend-on-Sea, Essex

 

Offered insight into guest experience and re booted the product and service to match owners’ expectations and generate profits 

Helped to build business based on local relationships and generate profits through this 

Conducted thorough overview of systems and procedures and helped the re - boot to optimise resources and assist with cost lines 

Initiated and implemented plans to improve customer relations, quality standards and service efficiency 

Helped re strategize team’s efforts and re vamped the payroll 

Have taken Front of House Manager to GM post and set her up with a plan for the year ahead to be able to continue with progress (in year 2009 they had won accolade: Best Hotel in South End) 

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   Mar 2003 - Jun 2008 General Manager Hotel du Vin, Brighton - Brighton, East Sussex  

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Delivered business strategy to drive revenue and operational efficiencies 

Implemented effective customer service procedures to encourage positive feedback 

Built and maintained loyal, long-term customer relationships through effective customer and product management 

Established stringent quality standards and held teams accountable whilst supporting staff to attain critical targets 

Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions. 

Recruited top-performing candidates to build staff retention and team performance. 

Empowered staff members to contribute to continuous improvement, quality and growth of company. 

Managed high-performing teams to deliver quality customer service and stable profits. 

Evaluated and decided upon key investments in equipment, infrastructure and talent. 

Developed and implemented budgetary and resource allocation plans 

Set policies and processes outlining expectations on employee behaviour at every level. 

Scheduled regular team meetings to discuss business updates, issues and recommendations. 

Resolved internal staff conflicts to mutual benefits of all parties involved. 

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   Aug 2002 - Mar 2003 Deputy General Manager Hotel du Vin, Brighton - Brighton, East Sussex

 

Assisted General Manager to ensure site consistently achieved or surpassed annual financial targets.

Ensured that health and safety and other regulatory procedures were correctly maintained, monitored and recorded.

Led team meetings to maximise staff engagement and communicate monthly targets, procedure updates and quality standard control measures. 

Drove overarching brand strategy across all hotel departments to fuel business expansion 

Elevated operational standards by challenging existing practices, processes and decision-making with strict customer service focus.

Built and maintained loyal, long-term customer relationships through effective customer management 

Tracked KPIs to drive profitability and target delivery. 

Monitored and evaluated teams, identifying and targeting opportunities for improvement.

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   Sep 1999 - Aug 2001 Deputy General Manager Hotel du Vin, Winchester - Winchester, Hampshire

 

Led team meetings to maximise staff engagement and communicate monthly targets, procedure updates and quality standard control measures 

Coached and developed new talent by monitoring individual performance, conducting appraisals and providing meaningful feedback 

 Solely in charge of Health, Safety and Food Hygiene process, ensuring its full implementation all round  

Assisted General Manager to ensure site consistently achieved or surpassed annual financial targets 

Elevated operational standards by challenging existing practices, processes and decision-making with strict customer service focus 

Implemented effective customer service procedures to encourage positive feedback 

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   Sep 1998 - Sep 1999 Assistant Restaurant Manager My Hotel - London,  City of London  

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Ensured high performance standards through regular staff training 

Encouraged feedback from restaurant customers, using insights to implement positive process changes 

Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition 

Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service 

Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties 

Conducted health, safety and Food Hygiene process identifying and remedying any violations 

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  Sep 1997 - Jul 1999 Reception and Front of House Assistant  L’Hotel, Capital Hotel - London, City of London

 

Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction 

Handled customer payments, asked with check in and check out, calculated billings and hotel charges and provided receipts. 

Answered and transferred calls 

Overseen and collaborated with housekeeping and maintenance to address and needs of guests and resolve any rooms issues 

Assisted staff with administrative duties during peak schedules 

Addressed questions and escalated issues complaints to management 

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   SKILLS  

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Strategic planning 

Operational support 

Production reporting 

Capital spending 

Process improvements 

Strategic planning and execution 

Performance Analysis 

Budget development 

Effective leader 

Coaching and mentoring 

Staff training/development 

Relationship building 

Employee reviews 

Business Development 

Product development