Lukasz Kalinowski

Delivering senior operational leadership consulting, executive coaching, and management capability programmes for
organisations across the UK, US, EU, and GCC. Contracted delivery of leadership development and Business Intelligence (BI) training in the UAE
(Dubai & Al Ain) - 6 sessions, 24 participants per cohort, 144 participants in total.
• UAE Contract Delivery: Designed and facilitated leadership and BI training programmes for UAE-based clients across Dubai and Al Ain, covering
performance management, operational control, dashboard design, and data-driven decision-making.
• Executive Coaching: Coach 26 senior leaders one-to-one across the UK, US, EU, and GCC on decision-making, execution under pressure,
communication, and performance prioritisation.
• Leadership & Management Workshops: Design and deliver operational leadership programmes helping managers set standards, run shifts,
manage performance conversations, and build consistent delivery habits.
• Operational Diagnostics: Assess people's capability, routines, service standards, and risk controls; produce structured improvement plans with
measurable KPIs tracked across implementation.
• Thought Leadership: Invited speaker at IGX Summit 2025; selected for B2B Expo Reading 2026; Executive Contributor at Brainz Magazine

Held full operational command of a £17M revenue, multi-department venue with £100M+ group turnover exposure. Led 103
staff across 12 direct reports spanning operations, hospitality, health & safety, compliance, and facilities. Accountable for end-to-end P&L,
budgeting and forecasting, customer experience, brand standards, operational governance, regulatory compliance, and 24/7 service delivery.
EBIT & Financial Performance: Delivered 25% year-on-year EBIT growth in Year 1 as GM; achieved 30% of full-year EBIT target in the first
month of the final operating year through tighter commercial controls and operational discipline.
• Labour Cost Optimisation: Reduced manpower cost from 25% to 18% of revenue within 6 months via workforce redesign, implementation of
an ML-enabled rostering and scheduling tool, and tighter shift deployment and productivity controls.
• Revenue Growth: Grew revenue 7% year-on-year through events programming, premium service initiatives, and local partnership
development, sustained across the tenure.
• Post-Lockdown Recovery: Recovered 90% of the active high-value customer base within 3 months of reopening, protecting 70% of revenue;
grew regular customer base by 27% through refreshed loyalty strategy, reducing revenue volatility.
• Guest Experience & NPS: Improved Net Promoter Score from 72% to 85% by resetting service standards, frontline routines, service recovery
practices, and manager coaching cadence.
• Regulatory Compliance & Audit: Maintained 95%+ audit scores with zero major findings across three regulatory audits per year; eliminated
historic major breaches through control embedding and close-out discipline.
• AML & Financial Crime Compliance: Led regulatory uplift programme following tighter financial crime requirements, delivered policy
implementation, AML training completion, and ongoing monitoring frameworks across the operation.
• BI & Analytics Implementation: Rolled out Power BI, Spotfire, and AI-enabled analytics to strengthen performance reporting cadence; drove
data-driven shift management and operational decision-making (NEON).
• People & Talent Development: Improved employee engagement from 49% to 62%; developed 3 team members into management roles
through structured coaching, succession planning, and clear KPI frameworks.
• Reopening Leadership: Co-led full-scale refurbishment reopening, delivering service readiness through structured training programmes,
operating routines, and systematic performance stabilisation.
• Cost Reset Programme: Built and executed a business improvement plan that reduced planned headcount reduction from 25% to 17% while
protecting critical talent and maintaining service levels.
• Contract Negotiation: Negotiated the annual car park contract, delivering a 25% year-on-year cost saving through competitive tendering and
structured supplier management.
• Operational Readiness: Maintained compliance routines, control documentation, and incident close-out discipline across 24/7 shift operations
throughout the transition period.

• Founded and led a specialist training and staffing provider in the regulated hospitality and leisure sector, demonstrating strong entrepreneurial skills while maintaining a full-time senior operations role.
• Developed and launched over 400 online courses, enhancing workforce capabilities and training more than 300 learners, showcasing a commitment to professional development.
• Oversaw all aspects of product management, delivery, partnerships, and financial operations, ensuring efficient service delivery and profitability.
• Navigated the challenges posed by COVID-19, leading to strategic closure in 2022, reflecting adaptability and resilience in a dynamic market environment.

• Oversaw comprehensive 24/7 operations across multiple departments and shifts, maintaining high service standards and operational discipline.
• Co-managed the successful reopening post-major refurbishment, ensuring service readiness through effective training and streamlined operating routines.
• Developed a strategic business improvement plan that minimized planned headcount reduction from 25% to 17%, safeguarding essential talent.
• Successfully negotiated the annual car park contract, achieving significant cost savings and enhancing operational efficiency.
• Fostered a culture of continuous improvement and collaboration, aligning team goals with organizational objectives to drive performance and growth.
• Championed initiatives that enhanced customer satisfaction and operational excellence, positioning the organization for future success.

• Executed comprehensive operational oversight across multiple shifts, adeptly managing escalations, optimizing staff deployment, and driving effective service recovery initiatives.
• Ensured rigorous compliance and operational excellence by implementing control disciplines, resulting in timely closure of incidents with thorough documentation.
• Cultivated high-performing teams by mentoring supervisors and front-line staff, enhancing their skills through targeted coaching, training programs, and actionable performance feedback.
• Fostered a culture of continuous improvement, contributing to increased efficiency and elevated service standards across operations.
• Championed strategic initiatives that aligned with organizational goals, preparing for a seamless transition into senior leadership roles such as General Manager Operations and COO.

• Led daily operational activities, ensuring seamless customer delivery and satisfaction.
• Managed supplier relationships, optimizing procurement processes and enhancing supply chain efficiency.
• Drove strategic commercial decision-making to maximize profitability and market competitiveness.
• Implemented process improvements that resulted in increased operational efficiency and reduced costs.
• Fostered a culture of collaboration and accountability within the team, enhancing overall performance.
• Analyzed operational metrics to identify opportunities for growth and operational excellence.
• Developed and executed operational strategies aligned with business objectives to support sustainable growth.

• Directed a high-performing reconnaissance squad, ensuring operational excellence in dynamic and high-pressure environments.
• Implemented strategic planning and execution, enhancing mission effectiveness and team cohesion.
• Cultivated a disciplined team culture, fostering accountability and high standards of performance.
• Executed real-time decision-making to adapt to rapidly changing situations, ensuring mission success and safety.
• Developed and mentored team members, enhancing their skills and readiness for complex operational challenges.
• Leveraged analytical skills to assess risks and optimize resource allocation, contributing to overall operational efficiency.
• Pioneered innovative solutions to operational challenges, driving continuous improvement and operational success.