London, England, United Kingdom
I am a passionate leader. I love to solve complex challenges with a mix of the right people skills and technology. I create successful operations, build outstanding teams, help people embrace change and deliver key results. With extensive experience in managing full-service hotels and complex healthcare operations, I've held various executive positions and understand how to exceed customer and owner expectations. My personal and professional experience has taught me the following about myself: I like to design services and experiences that make the world better • I always put the customer at the centre of everything I do • I am very creative and excel at the execution of big ideas and challenges • My analytic and logical skills help me find innovative and unique solutions • I have an excellent gut instinct, but I use data to support my decisions I am a people person, and I love leading and inspiring people • I can get the best out of people around me • My teams are enthusiastic, professional and target-driven • I can align, lead and grow world-class teams from 5 to 500 people • I focus on making high-quality decisions that keep the business going forward • I know how to tell stories and narratives that motivate and inspire • I speak tech, exec and any other languages needed to understand and pass the message • I love to win, but working and supporting a team win is what gives me the greatest joy • The buck always stops with me I am continuously learning, and I educate, refine and drive myself to be a better person • I stay calm even when faced with adversity • I’ve learned that my positivity and determination will always get me where I want to be I love the sea, life and helping others. I am passionate about photography, food, cycling and travelling the world. I enjoy meeting new people and different perspectives, so reach out if you want to talk about new opportunities, emerging tech, new customer experiences, want to share a great book or a podcast or talk about football. Professional Skills Leadership | Financial Management | Revenue Generation | Cost Control | Team Building, Management and Development | Operational Design | Change Management | Strategic Planning | Business Development | Revenue Management | Project Management | Customer pathways design | Cultural Awareness and Diversity Domain Knowledge Healthcare | Hospitality | Hotels | Restaurants | Customer Services | Contact Centres | Sales | Marketing | Front of House | Food and Beverage | Housekeeping
Executive Board Director role, accountable to the Chief Executive Member of the Board of Directors of one of the UK’s biggest private hospitals, with Royal Patronage Supported the CEO with delivering our strategic vision and business development by securing clinical opportunities resulting in significant revenue growth. Overseeing all aspects of operations for a leading private acute hospital with a cancer centre as well as eight satellite buildings, with a workforce of 700 consultants and 1,200 staff, £140m annual revenue and £20k yearly patient admissions An integral part of the decision-making around capital investments Ensuring high-performance standards and synergy of departments, including Key Operations, Bookings, Customer Services, Front of House, Catering, Housekeeping, Portering and Security, as well as environmental services, including Grounds & Gardens and Waste Management Driving performance of eight direct reports and, thus, 380 indirect reports, providing inspirational leadership to ensure their commitment, motivation, and professional development Effectively managing budgets of £30m overall and £10m for staff, enforcing stringent processes and strategy to maximise resources and minimise overheads without compromising on patient experience or quality of care We go further We personalise care We work as one Strategic operational leadership of The London Clinic. Key areas: Smarter Working - Lead the establishment of simpler processes which put the patient at the centre of everything. Outstanding Governance - Lead transformation and continuous improvement and ensure changes are embedded safely and efficiently through working closely with the teams. Developing People - Lead the team, support our D&I commitments, and ensure that people feel engaged with being their best version at work.
Further to my already existing responsibilities at The London Clinic, I am now responsible for the Customer Services Team, encompassing: o Bookings Teams Reservations / Theatre Pre-Assessment Endoscopy Consultant appointments Radiology Nuclear Medicine Breast Clinic Interventional Radiology o Switchboard o Patient Liaison o Consulting Houses Administrators Team of highly engaged individuals working with Patients, Consultants, Medical Secretaries, and internal departments, making bookings, answering questions, dealing with billing inquiries, and facilitating the best care for our patients.
Established in 1932 and situated in the heart of London’s medical community, The London Clinic is one of the UK’s largest private hospitals, dedicated to providing the best personalised healthcare with a breadth of surgical and medical expertise. I am responsible for the hospitality side of the business, which includes catering production and service, front of house, housekeeping and security. A large team of customer focus individuals spread over nine building locations. Accountable for driving £5M+ of revenue and managing £15M+ of service costs. I work in partnership to operationalise strategic projects. This includes involvement at the design stage as well as delivery.
Group-wide position, directly reporting to the CEO Establishing and maintaining overarching standards and policies for all non-clinical services within Aspen Healthcare Acting as a specialist resource, providing advice, education, and guidance on non-clinical services management to promote best practices Contributing to the ongoing development and maintenance of Hotel and Environmental services, ensuring alignment with current knowledge and legislative requirements Serving as the Champion for the Patient Experience and Patient Environment
Responsible for the effective operational management of non-Clinical services, setting and monitoring goals and standards of performance, giving assurance to the Hospital Director that the key performance indicators (KPIs) are being achieved. Manage all non–clinical departments and all their heads of departments. Responsible for all the Hotel Services: Front of House Catering Housekeeping and Portering Building & Engineering Stores, Materials and Logistics IT Responsible for all the environment Services: Grounds and gardens Car parking Security Waste management Pest control Window cleaning Also responsible for Administration including: Appointments Bookings teams Medical Records and Medical Secretaries. Management of all Operational Projects including all hospital and departmental refurbishment projects Responsible for all the Health and Safety / Risk Management Oversees the Hospital Risk Management Committee every quarter Responsible for all the Information Governance in the Hospital
Oversee all aspects of a prominent 4-star deluxe hotel in London, with extensive event space and a bustling restaurant Ensuring smooth operations and delivering exceptional guest experiences. Develop and implement strategic plans to achieve revenue targets, increase market share, and enhance brand reputation. Manage a team of department heads, providing guidance, mentoring, and fostering a positive work environment. Implement cost control measures and optimise operational efficiency to drive profitability. Collaborate with the sales and marketing team to develop and execute strategies to attract and retain high-value guests. Foster relationships with key stakeholders, including vendors, suppliers, and local authorities, to ensure a seamless guest experience. Monitor guest feedback, address concerns, and implement corrective actions to enhance guest satisfaction and loyalty. Ensure compliance with regulatory requirements, health and safety standards, and company policies.
Operations Management: Oversee all aspects of hotel operations, including front office, housekeeping, food & beverage, guest services, and maintenance. Develop and implement operational strategies to enhance efficiency, cost-effectiveness, and service quality. Maintain high standards of cleanliness, safety, and compliance with regulations. Guest Experience Enhancement: Foster a guest-centric culture by ensuring exceptional service delivery and guest satisfaction. Implement innovative initiatives to elevate the guest experience, such as personalised services, loyalty programs, and efficient complaint resolution. Continuously monitor guest feedback to identify areas for improvement and implement corrective actions. Revenue Optimisation: Drive revenue growth through strategic pricing strategies, yield management, and upselling opportunities. Collaborate with the sales and marketing team to develop effective promotional campaigns and packages. Team Leadership: Build and lead high-performing teams through effective recruitment, training, and performance management. Provide guidance and support to department heads, fostering a collaborative work environment that encourages innovation, professional development, and employee engagement. Financial Management: Develop and manage budgets, closely monitoring financial performance and implementing cost control measures. Analyse financial reports, identify areas of improvement and make data-driven decisions to maximise profitability. Strategic Planning: Contribute to the development and execution of the hotel's strategic plans and business objectives. Collaborate with senior management to identify growth opportunities, optimise operational processes, and drive continuous improvement. Relationship Building: Establish and maintain strong relationships with key stakeholders, including guests, corporate clients, local authorities, and community organisations. Represent the hotel at industry events, conferences, and networking.