Group General Manager
EDWARDIAN GROUP
Total years of experience :16 years, 5 Months
• Responsible for the successful operational management of the Edwardian Group London portfolio, with annual revenues in excess of £146million, encompassing 14 hotels, restaurants, bars, event space, and 5 individual day spas, across Central London, Heathrow, Guildford and Manchester
• Lead and support Senior Executives and General Managers to ensure high standards of service are delivered across the portfolio and organisational targets and objectives are consistently achieved
• Manage the performance of 350 staff members and 30 direct reports, ensuring a high level of performance is delivered through utilisation of staff appraisal and management tools
• Ensure adherence to all company policies and procedures including health and safety legislation and HR processes
• Monitor progress towards KPIs including revenue targets, service levels, conversion rates, and employee relations, as well as effectively controlling costs to ensure profitability aims are achieved
• Develop and implement long-term enhancement strategy of the portfolio within designated market area
• Establish and maintain strong working relationships with key strategic partners to enhance brand awareness across all marketing channels, including social media and online advertising
• Held responsibility for all operational aspects of the central reservations office with an annual revenue target of £25million, as well as the performance of 4 hotels, front of house, customer services, operations support, and rooms division
• Developed long standing relationships with key local and international accounts to encourage repeat business and maximise revenue opportunities
• Provided support to supervisors, team leaders and HODs in order to develop talent and achieve succession plans
• Ensured brand service consistency across the group and maintained oversight of the group social media strategy in collaboration with local hotel and central marketing teams
A luxurious hotel in fashionable South Kensington, the Radisson Edwardian, Vanderbilt is situated in the heart of the Royal Borough and within a 20 minute stroll of Harrods, Harvey Nichols and The Royal Albert Hall. The Natural History Museum and the V&A are within 5 minutes walking distance. Appointed by the Group Director of Operations with a challenge to turn-around the struggling Hotel team with the FOH operations and deputise the General Manager.
•Setting Key Performance Indicators (KPI), evaluating results and following up with the HOD team.
•Bringing continuous improvement within the team and other related departments by implementing updated changes to Tasks and Procedures.
•Recruitment and Selection of qualified staff & HOD's with the GM.
•Assisting the General Manager in day to day operations & overseeing the hotel in her absence.
•Determining appropriate staffing levels, to maintain a balance between operational demands, profitability and employee preference.
•Analyzing and controlling costs, in order to maintain positive cash flow and to maximize profitability.
•Working with the Director of Operations and other team members to improve guest feedback, employee engagement & LPI score for all guests.
Management Acceleration Program ▪2012