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Work Background
COCO+ | Certified B Corporation™Chief Operating Officer & Co-Founder (Ceased trading)
Apr. 2021 - Nov. 2024Bristol, England, United KingdomStart-up technology-first business travel management platform with sustainability at its core and a certified B Corp. Played a pivotal role in driving operational success and innovation, transforming the company from idea stage to a fully operational business.
Spearheaded IT system implementations, drove business process alignment, and delivered complex integrations to streamline technology solutions, enhance operational efficiency, and elevate customer experiences. Key Achievements:
Leadership: Grew and led a high-performing team of 18 across sales, implementation, support, and operations.
Strategic Scaling: Successfully aligned innovative strategies with business objectives to scale operations and optimise resources in a fast-paced start-up environment.
Sustainability: Championed sustainability initiatives, reinforcing COCO+’s position as a B Corp-certified organisation.
Operational Excellence: Fostered cross-functional collaboration, delivering measurable results and driving growth in dynamic environments.
Cult HotelsHead Of Operations
Feb. 2020 - Apr. 2021
The Lucky OnionHead Of Operations
Oct. 2018 - Apr. 2021CotswoldsManaged a diverse portfolio of boutique hotels and country pubs in the Cotswolds, including the renowned No. 131 Cheltenham. Instrumental in expanding the group from 5 to 8 sites, including a significant development of the flagship property, No. 131.
Drove operational excellence, sustainable growth, and exceptional guest experiences. Key Achievements:
Strategic Leadership: Provided strategic direction across multiple venues, ensuring consistent high standards of service and guest satisfaction.
Brand Development: Spearheaded the inception and branding of Cult Hotels, significantly enhancing the group’s market presence and appeal.
Team Building: Built and developed high-performing teams, fostering a culture of collaboration, accountability, and continuous improvement.
Operational Efficiency: Successfully optimised operations, enhanced profitability, and upheld the brand’s integrity and reputation.
Avenue9 (part of JLL Hotels & Hospitality)Senior Vice President - Hospitality Consultant
Feb. 2015 - Nov. 2018Consultancy specialising in hospitality technology to enhance business performance. Drove operational and technological advancements across the hospitality industry, working with a diverse client base to implement tailored solutions and achieve business goals. Operations Leadership:
Managed daily operations and served as the primary client contact for 30+ projects.
Directed client billing and documentation approval, maintaining high standards through coaching and mentoring the team.
Shaped business strategy with senior leadership, explored new revenue streams, and drove operational success. Consulting Expertise:
Identified and addressed weaknesses in clients' technology platforms.
Advised on strategies and guided clients through vendor selection.
Led contract negotiations and secured favourable outcomes for clients.
Delivered project management and system implementations for diverse clients, including global hotel brands. Notable Clients: The Cookie Jar | Marriott Hotels | Coast and Country Hotels | Virgin Limited Edition | Gleneagles | Galgorm Resort & Spa | Belmond | Watergate Bay Hotel & Another Place | The Ritz | Qbic Hotels
Bath AlesArea Manager
May. 2013 - Jan. 2015Managed the 12-site Bath Ales estate, encompassing five distinct hospitality concepts. Reported directly to the Managing Director and collaborated with the Executive Chef, HR Manager, and Compliance Manager to oversee operations.
Served as the direct report for all General Managers, ensuring alignment with KPIs, providing motivation and coaching, and driving sales initiatives. Key Responsibilities:
Managed key operational functions, including project management for new site openings and refurbishments.
Forward planned for seasonal events and liaised with marketing, finance, and the board.
Acted as the primary contact for all suppliers, maintaining strong relationships to ensure seamless operations.
Mitchells & Butlers PLCGeneral Manager - The Botanist Bristol - PCDG
Sep. 2011 - May. 2013Bristol, United KingdomLed pre-opening activities and managed The Botanist Bristol and The Old Cottage Cardiff. Held full P&L responsibility, overseeing recruitment, team training, marketing, PR, and adherence to M&B processes for a team of 25+. Key Achievements:
Achieved top guest satisfaction scores for food and overall experience across all M&B locations in FY12.
Maintained 5-star ratings for safety and food standards from both EHO and internal audits.
Attained an 85% staff retention rate and developed six team members into management roles.
Mitchells & ButlersOpening General Manager - The Old Cottage Cardiff - PCDG
Jun. 2011 - Sep. 2011The Old Cottage, Cardiff
Mitchells & ButlersGeneral Manager Designate - The Botanist Bristol - PCDG
Jan. 2011 - Jun. 2011
The Bannatyne GroupGeneral Manager - Charlton House Hotel & Spa
Jun. 2010 - Sep. 2010Oversaw daily operations of a 28-bedroom hotel, including a day spa with private membership, restaurant, bar, and private dining facilities for up to 120 guests. Led the rebranding and revitalisation of the Food & Beverage operation, including appointing a new Head Chef and Restaurant Manager, creating new menus, and driving the marketing strategy for the relaunch.
Held full P&L responsibility, managing recruitment, team training, local and national marketing and PR, as well as health & safety, HR, payroll, and staff management for a team of 45+.
PRB Projects LTDConsultant/Project Manager
Jul. 2008 - Sep. 2010Delivered diverse projects encompassing hotel openings, team training, business development, and operational best practices. Key Projects:
Malmaison and Hotel du Vin: Managed four hotel openings in Aberdeen, Poole, Newcastle, and Edinburgh.
Principal Hayley Hotels and Conference Centres: Led an estate-wide systems rollout and oversaw hotel openings in Paris and Barcelona.
Park Plaza Hotels: Contributed to the successful opening of the flagship Westminster Bridge property.
The Urban Wood: Supported business development and operations for a Bristol-based independent bar and kitchen.
MalmaisonIT Commercial Project Manager
Jan. 2005 - Dec. 2008Delivered IT projects, managing the consolidation of two brands' processes and the opening of 5 hotels.
Acted as Internal Account Manager for third-party suppliers, leading a project team of up to 30 with a £2 million budget.
Collaborated with operations, marketing, finance, revenue, and design departments.
Hotel Du VinDeputy General Manager
Sep. 2003 - Sep. 2005Opened a 43-bedroom hotel in Harrogate with a 110-cover restaurant, bar, and private dining for up to 80 guests.
Managed daily operations, recruitment, staffing levels, operational standards, menu development, financial monitoring, and health & safety.
Completed a two-month secondment to Malmaison Newcastle, re-launching the food and beverage operation.
Hotel Du VinHouse Manager
Sep. 2001 - Sep. 2003Opened a 37-bedroom hotel in Brighton with a 100-cover restaurant, bar, and private dining for up to 50 guests.
Trained F&B and FOH staff, maintained operational standards, financial monitoring, and health & safety.
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