With over 25 years experience in Managerial roles within the hospitality industry, including 3 years as a General Manager at The Ambassadors Hotel. I have a life long passion for the industry, included below are details of my achievements within my last roles .
My London Apartments - Self Serviced Apartments
Operations Consultancy Manager (Short term cover contract), To control and overview 30 apartments in five separate locations in the central London area, My main achievements was to write and implement a customer service program and standards of procedures manual, which dealt with all aspects of a guest stay from the initial telephone enquiry, the arrival and registration, through to the departure and after care service, this was to promote repeat business. The contracting, configuring and training of a web based property management system, The introduction of a maintenance and refurbishment program to bring the apartments back to the original standard and quality. To control the site minder extranet system ensuring maximum revenue and local market share with competitor accommodation providers. Ensuring that all properties implemented health and safety procedures and monthly checks and audits and all team member were trained in the above
Ambassadors Hotel, 3 * Deluxe Hotel
My main focus of achievement with this hotel was to put the hotel back on track both in revenue and customer satisfaction. On joining the team as General Manager it was failing in two main areas. The budget was 125k down for the first half of the year. My main focus was to re-evaluate the room’s revenue policies and restructure. By implementing a manual yield system for the oncoming year we were able to maximise profit in peak periods and revert to a high occupancy when the hotel hit a low trough. Within in the first six months of implementing this system it enabled us to recoup 85k of the first half's loss and come in on target for the second half. Customer satisfaction was also at a low, receiving approximately ten missive of complaints per day regarding service and quality of the product. I implemented a Customer In Motion Program, which consisted of a mission statement, target goals and Technical Behavioural Sheets that the entire team were trained and retrained in. Housekeeping and the Front Office had customer focussed standards implemented and guest comment cards were introduced. The standards rose from 48% to 93% by the end of the first year. I also opened a bar after obtaining a personal and premise licence which increased incremental sales within the hotel.
Dolphin Square Hotel, 4 * Deluxe Hotel
Dolphin Square Hotel was a part of the 1056 apartments and 2.5 acres gardens in Pimlico, co owned by the Dolphin Square Trust and Westminster Council. The 165 suite hotel was non profit making as it was carried under the umbrella of the apartments, but due to political pressure the trust was to be disbanded and the property sold. The main concern in selling the square was that no perspective purchaser wanted to take on the hotel and I was employed to turn this situation around. This was done by working closely with Reservations and Conference Managers to ensure that they maximised room revenue and where possible introducing the hotel to internet sites such as Expedia, Lastminute.com and a wider selection of F.I.T agencies. This resulted in the average room rate and occupancy being increased and this carried on to the sale of the hotel and square in April 2006.