Leading the strategic direction, growth and development of Hope at Home.

Business Management and Consultancy Services - UK based - operating globally.Working with a broad range of business owners in various sectors to provide strategic advice, guidance and implementation plans for operational change leading to greater profitability.

Quality Assurance Manager: Reporting to Director of Hotel Services Turnover in excess £18.5million with over 250 hotels in the UK and 175 employees in the central officeKey Achievements • Managed the implementation of UK brand refresh with 2 national signage providers, several print and collateral material suppliers as well as head office in Phoenix Arizona, to ensure new brand image displayed and marketed correctly on over 265 UK hotels with a forecast spend of circa over £1 million• Implemented interior and exterior design changes to over 265 hotels in the UK and internationally. Worked with several UK and overseas designers and suppliers, business owners and managers whilst reporting into and managing relationships with head office in USA. Forecast spend of circa £10 - £30 million• Project managed QA team, process and rebrand during merger of 375 Consort & Best Western Hotels• Managed quality standards for Best Western International through training and assessment of various personnel. More than 4100 hotels in over 100 countries around the world.• Recruited, developed and managed team of 7 QA Assessors who were nominated as global top 10 performers for over a decade• Trained and liaised with hotel managers, owners and directors and their staff• Advised board and senior leadership team on various quality, branding and design initiatives• Transformed QA and other teams to meet global KPI’s (membership retention / QA measures)• Part of culture change team which defined and rolled out new values within Best Western UK.• Embedded cost efficiency in the quality systems and processes within Best Western• Global Associate Trainer and Assessor• Produced and communicated various management information reports across the business used for continuous improvement and process re-engineering

Responsible for the development of efficient and productive Front Office, Conference and Housekeeping departments. Main duties/achievements:• Recruit, train, develop and retain staff for all hotel departments• Write and implement training packages • Set up and improve guest feedback system• Set levels of standards and improve these for various departments • Forecast revenue and control budget expenditure• Oversight of all hotel systems, I.T. and other office systemsMandate was to develop existing business whilst also recruiting new clients and ensuring that high standards were maintained throughout the hotel.