Outline:Responsible for leading Mitie’s Front of House division, Perception, through delivering exceptional guest services to 35 leading UK firms in over 200 offices across the UK. Sectors include, financial, legal, media and professional services firms.Key Achievements:• In 2021, as part of the acquisition of Interserve, I led the integration of the Front of House business.• Headed the business strategy to align and rebrand two Front of House businesses.• Defined a new… Show more Outline:Responsible for leading Mitie’s Front of House division, Perception, through delivering exceptional guest services to 35 leading UK firms in over 200 offices across the UK. Sectors include, financial, legal, media and professional services firms.Key Achievements:• In 2021, as part of the acquisition of Interserve, I led the integration of the Front of House business.• Headed the business strategy to align and rebrand two Front of House businesses.• Defined a new customer experience framework.• Successfully won and mobilised services for Legal & General, Sony, WPP and Royal London.• Supported clients with their return to the office strategy, following the covid pandemic.• Industry Award: Hospitality Assured Accreditation, achieving a ‘World Class’ status. Key Responsibilities:• Accountable for entire UK Front of House service delivery.• Leading and inspiring a team of over 550 employees. • Owner of a business portfolio with an annual revenue value of over £25m. • Forecasting and monitoring operational budgets, including identifying efficiencies.• Creating a culture of excellence.• Driving strategic planning and business growth.• Measuring and auditing of services to achieve agreed service SLAs / KPIs.• Responsible for ensuring full compliance of processes and policies. Show less

Outline:Responsible for leading the organisation of over 40 clients and over 750 employees through operational performance, people development, strategic planning, and business growth. Key Achievements:• In 2012, I co-founded Rapport Guest Services, part of Compass Group. • Led the business strategy behind the creation of the Rapport brand. Rapport is now the UK’s market leader in corporate guest services. • Launched Rapport in New York and other key cities along the… Show more Outline:Responsible for leading the organisation of over 40 clients and over 750 employees through operational performance, people development, strategic planning, and business growth. Key Achievements:• In 2012, I co-founded Rapport Guest Services, part of Compass Group. • Led the business strategy behind the creation of the Rapport brand. Rapport is now the UK’s market leader in corporate guest services. • Launched Rapport in New York and other key cities along the East Coast of the United States.• Achieved business growth from £3.5m to £24m, during my tenure.• Successfully mobilised and project managed services for some of the UK’s leading firms, including, Citi, Accenture, Deloitte, Dentons and the Crown Estate.• Industry initiatives: Created and launched National Receptionists’ Day and National Telephonists’ Day.• Industry Awards: Best Companies 2-star, The Caterer Top 30 Best Places to Work, Food Service Cateys ‘Front of House team of the year’ & ‘HR team of the year’.• Personal Award Winner: ‘Managing Directors Award for Business Growth’ and ‘Sales Appreciation Award’.Key Responsibilities:• Responsible for all client accounts across the UK with a combined revenue of £24m.• Direct management of Rapport’s larger key client accounts with a combined annual revenue of over £9m.• Establishing and maintaining senior stakeholder relationships, both internally and externally.• Continued evolution of service and value proposition.• Business growth and mobilisation project management. Show less

Outline:Responsible for winning, mobilising and retaining business. Supporting clients with project management and the introduction of best practice across the business.Key Achievements:• Successful in being awarded key accounts including PwC, Commerzbank, Guardian News & Media, Reed Smith, Rio Tinto and Addleshaw Goddard. • Implemented brand and behavioural standards.• Established Portico’s annual ‘Service Excellence Awards’• Personal Award Winner: Outstanding… Show more Outline:Responsible for winning, mobilising and retaining business. Supporting clients with project management and the introduction of best practice across the business.Key Achievements:• Successful in being awarded key accounts including PwC, Commerzbank, Guardian News & Media, Reed Smith, Rio Tinto and Addleshaw Goddard. • Implemented brand and behavioural standards.• Established Portico’s annual ‘Service Excellence Awards’• Personal Award Winner: Outstanding Achievement Award.• Industry Awards: Investors in People, achieving ‘Silver’ status accreditation.Key Responsibilities:• Business development, including, tender submissions, presentations, and commercial proposals.• Mobilisation project management.• Retention planning, including, monthly, quarterly, and annual reviews.• Implementation and management of agreed SLAs / KPIs.• Service review assessments and making key recommendations.• Implementing innovative solutions to keep clients at the forefront of best practice. Show less

Outline:Responsible for generating revenue by selling Conference & Banqueting event space at The Café Royal and 5-star accommodation at Le Meridien Hotel, London. Key Responsibilities:• Negotiating event and daily delegate rates.• Hosting client show rounds.• Preparing and agreeing banquet event orders.• Creating and issuing contracts. • Hosting menu tastings. • Chairing event briefings with all service providers.• Managing the relationship with third… Show more Outline:Responsible for generating revenue by selling Conference & Banqueting event space at The Café Royal and 5-star accommodation at Le Meridien Hotel, London. Key Responsibilities:• Negotiating event and daily delegate rates.• Hosting client show rounds.• Preparing and agreeing banquet event orders.• Creating and issuing contracts. • Hosting menu tastings. • Chairing event briefings with all service providers.• Managing the relationship with third party partners. Show less

Outline:Working in the Front of House in one of the world’s most famous 5-Star deluxe hotels, I led my team in delivering the highest possible service experience to all our guests. Starting my career working at the Savoy led to my entire service ethos being based on a culture of service excellence, which to this day I still live by. Key Responsibilities:• Meeting and greeting VIP guests.• Bedroom allocation, upselling and upgrading.• Liaising and working closely with… Show more Outline:Working in the Front of House in one of the world’s most famous 5-Star deluxe hotels, I led my team in delivering the highest possible service experience to all our guests. Starting my career working at the Savoy led to my entire service ethos being based on a culture of service excellence, which to this day I still live by. Key Responsibilities:• Meeting and greeting VIP guests.• Bedroom allocation, upselling and upgrading.• Liaising and working closely with other departments including housekeeping and food and beverage.• Complaint handling.• Recruitment, payroll and staff rotas.• Reservations and night audit functions.• Previous positions held whilst at the Savoy included being a Receptionist and Reservationist. Show less