Mark Gaskin
1c Durham Road, Manor Park
Summary
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
General Manager
Mercure Bradford Hotel
09.2023 - 09.2024
- Improving guest service metric by 14%, repositioning this 103 bedroom /12 meeting rooms Hotel
- Improved TripAdvisor ranking from 36 to top 20
- Built and nurtured key client relationships to grow profit by 11% after the first year
- Increased company profits by 10% during my tenure by increasing revenues with better ADR, revenue growth, new contracts actualization, reducing cost, enhancing guest experience and building high performance team
- Increased guest retention, satisfaction and quality assurance results to record levels
- Planned and coordinated multiple projects resulting in increased improvement of product and services
- Devised and planned all capital expenditures, annual budgets and forecasts for 2023; overseeing all volume and profit objectives, P&L, operational strategies and programs
- Recruited Sales team and developed a proactive sales culture, assisted team in sales leads, sales blitz and networking
- Developed entirely new kitchen management team by recruiting people on Work Permit, involved in all processes with Work Permit license for the hotel; recruitment overseas and induction
- Established Accor training program for Managers and sent 4 HODs for leadership program to enhance management employee knowledge of best practices, while effectively managing staff and career development objectives
- Guest service score rose from 68.5% from 2022 to 81.33% over last quarter of 2022, overall YTD finished in 2023 at 82.6, 2023 YTD score was 86% while 2024 maintained 92% on guest satisfaction score
General Manager
Mercure Wetherby Hotel
09.2022 - 11.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Worked directly with senior leadership to develop, administer and out perform annual budget of Mercure Wetherby
- Successfully acquired and secured a big contract by last quarter of 2022 which generated extra 1 Million Pounds in Revenue for 2022/2023
General Manager
Best Western Hotel/Luna Night Club Soho Restaurant
10.2019 - 10.2020
- Responsible for this 67 bedroom 4*Hotel, featuring 4 conference rooms with a maximun capacities of 200 people, with a combined turnover in excess of 18 million Ghanaian cedis
- Review the Hotels Marketing Strategies to be in line with the Hotels budgeted plan
- Ensured front & back of house operations were in line with revenue cost & productivity
- Implementation of BWP Covid-19 Brand standards
- Introduction of a Management trainee programme
- Also overseeing the running of both Soho Restaurant & Luna Night Club
- Setting targets and budgets for HOD’S
Operations Manager/Relief General Manager
De Verve - PH Hotels Group
08.2016 - 09.2019
- Alexander House 152, Milton Hill House 120, Ettington Chase 120, John's Solihull 201 and Horwood House Estate 120
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Coordinated and carried out training of new employees and retrained staff on procedural standards
- Review the Hotels Marketing Strategies to be in line with the Hotels budgeted plan
- Re-introduce and re-trained staff on Health and Safety Standards and procedures
- Review all Departmental schedules with the respective department heads to insure there are in line with productivity levels
- Restructure the Departments: Recruitment of F&B Manager, C&B Manager, HR Manager and Temp, Operational Manager across multiple sites, being parachuted in to run venues that had no General Managers whilst the company recruited and oversaw sales processes of those venues
- Ensured effective resolution of customer complaints
- Managed front & back of house operations in line with revenue cost
Deputy General Manager
Hilton Swindon
04.2015 - 05.2016
- Prepare annual business plan to support/ deliver budgeted growth across the hotel income streams profit centres
- Prepare the annual training plan overview and ensure that investment is budgeted, for this 171 bedroom 4
- Hotel, featuring 15 conference rooms with a maximum capacities of 380 persons
- With a turnover in excess of £5million
- Produce the monthly rolling Hotel forecast with commercial focus , margin movement and payroll explanations
- Ensure scheduling is maintained in line with productivity guidelines and that training is planned effectively
- Schedule the teams to deliver optimal levels of productivity and maintain purchasing to ensure the relevant departments are aligned in their objectives and approach so that they are collaborating effectively
- Proactively manage all Health and Safety risk appropriately in advance but be prepared to lead ‘crises’ for the departments and the hotel
- Proactively managing poor performance and leading the way in the development of talent
- Maintain an awareness of consumer trends and competitor activity to ensure the hotel propositions maintain its relevance in the market
Assistant Food & Beverage Manager, F&B Maintenance Technician
The Bodyholiday Le Sport
03.2014 - 03.2015
- Enhance the service of this 5 star resort, developing culture, re-training the staff and implementing the brand standards and philosophies Introduce new and exciting food concepts related to the Wellness Concept Improve and maintain a high quality of customer service satisfaction Oversee and manage: Four Restaurants and Bars, Restaurants Managers, Executive Chef, Chief Steward
- Sommeliers, F&B cost controller, Purchasing department, Stores and
Manager
Golden Tulip Hotel & Casino, Festac Lagos & Port Hartcourt
02.2012 - 02.2014
- Responsible to the General Manager for the day to day running of this extremely busy 238 bedroom, 4 star property, Food and Beverage, Entertainment, Marketing and leisure facilities
- Delivered short, mid and long term planning, Introduce the now famous Friday & Saturday night Buffets Managed a team of 150+ staff and managers, an extensive food and beverage operation serving approximatelycovers per week with a revenue turnover of $5.5 Million annually Successfully operated a buffet and a la carte style service, 5 conference rooms with maximum capacities of 350 people, an outside catering service with a yearly revenue turnover of $2.2 million Oversaw the re-surfacing and tiling of the Restaurant, Pool and Lawn Tennis area Oversaw the planning for the extension of the Gym and new conference centre Ensured that training needs were are identified, addressed and reported to the Manager Enforced punctuality and highest standards of grooming and hygiene within the department Maximized and utilized the facilities available to achieve budgeted revenue statistics Implemented effective measures to control costs Oversaw rosters of the outlets to ensure maximum productivity and reduction of labour cost Successfully recruited and selected Food & Beverage staff Maintained courteous and professional relationships with suppliers and clients Ensured customer satisfaction was at the highest possible level through full implementation of standards, attention to detail and personal attention to customer needs Set clear objectives to outlet managers, ensuring their full understanding, follow up and support of their achievements Elaborated beverage/wine/food menus and prices, taking into account: selling strategy, outlet concept, guest needs, market trends, availability and competition Worked closely with local unions to ensure policies, procedures and brand standards are being delivered Conducted conferences for other Food and Beverage Managers within the African group
Assistant Food & Beverage Operations Manager
Hilton
02.2011 - 02.2012
- Responsible for the smooth and efficient running of this 161 bedroom 4 star hotel Food and Beverage
- Department, featuring 9 conference rooms with maximum capacities of 200 people, with turnover of £2million in Food and Beverage revenue Reduced a deficit of £25,000 to a surplus of £300.00 within a year Planned and directed all functions of the Food & Beverage department to meet the daily needs of the operation Prepared, assigned and delegated responsibility and authority for the operation of the various food and beverage sub- departments Managed all cost, labour, Beverage and Food cost- reduced labour cost by 2% Participated in the creation and marketing of menu designs to attract a predetermined customer market
- Implemented effective controls of food, beverage and labour costs among all sub-departments and monitored the food and beverage budget to ensure efficient operation and those expenditures stay within budget limitations, including achieving budgeted revenue and labour costs Regularly reviewed, evaluated and responded to customer satisfaction and/or dissatisfaction of individual outlets Recommended new operating and marketing policies whenever a change in demand, customer dissatisfaction, or a change in competitive environment required such changes Ensured compliance with all Hilton policies and procedures that relate to food and beverage, as well as local, state and federal laws and regulations Responsible for Health and Safety in the Food and Beverage department Hired, trained, supervised, developed, disciplined, counseled and evaluated line team members according to
- Hilton Worldwide policies, procedures and brand standards Managed the bar cellar control, ordered stock for the relevant F&B departments Planned the new refurbishment of the Restaurant and Bar
Food and Beverage Manager/Duty Manager
Blue Waters Hotel & Cove Restaurant
10.2008 - 12.2010
- Successfully managed site operations 4
- 110 bedrooms for the purpose of providing safe and efficient food services compliance with health requirements
- Directed food service workers and other personnel as assigned for the purpose of maximizing the efficiency of the work force and meeting shift requirements Implement menu plans for the purpose of meeting customer’s requirements Oversaw rosters of the outlets to ensure maximum productivity while maintaining Labor Cost Maintained courteous and professional relationships with suppliers and clients Set clear objectives to outlet managers, ensuring their full understanding, follow up and support of their achievement Developed a beverage/wine list with the Food & Beverage manager, taking into account: beverage selling strategy, outlet concept, guest needs, market trends, availability and competition
Assistant Food and Beverage Manager/Acting Food and Beverage Manager
HILTON BARBADOS
11.2004 - 10.2008
- Assisted with the successful re-opening of Hilton Barbados 5
- 350 bedroom hotel Successfully managed operations of 3 restaurants (The Lighthouse Terrace Bar and Restaurant, Careenage Bar & Grille & Water’s Edge Restaurant & Bar with a team of 100+ Staff
- Provide guidance & support to all outlet managers in order to ensure that all the standards are implemented and maintained at all times Worked closely with the Food & Beverage Manager to plan, organize and execute all F&B activities and promotions, including: choice of food and beverage items, equipment, menu planning & printing, entertainment, Theme Buffets, cashiering, table set ups and decorations Development of all team members of the department with appropriate training and coaching, either directly, or through appropriate Supervisors Maximize & utilize the facilities available to achieve budgeted revenue statistics Ensure that customer satisfaction was at the highest possible level through full implementation of standards, attention to detail and personal attention to customer needs Set clear objectives to outlet managers, ensure their full understanding, follow up and support their achievement Elaborate beverage/wine list and prices with the Food & Beverage manager, taking into account: beverage selling strategy, outlet concept, guest needs, market trends, availability and competition
Assistant Food and Beverage Operations Manager/Duty Manager, Manager & Bar Manager
HILTON DUBLIN AIRPORT HOTEL
11.2007 - 05.2008
- Transferred from Hilton Barbados to manage and control the Food & Beverage operation of this 4
- 166 bedroom hotel Maintained company policies and standards Coordinated and carry out training of new employees and retrain current staff on procedural standards Held responsibility for the recruitment and selection of all staff through the department heads Projected revenue cost and achieved the budgeted figures Managed a team of 40+staff including the Executive Chef, Restaurant Manager, Banqueting, Directed the smooth running of all in-house functions Executed all cost controls and menu planning for the department and maintained inventory levels Worked the duty manager shift Ensured effective resolution of customer complaints
Education
Bachelors - Hospitality Management
WAC University
01.2013
Advanced - Food Hygiene
Croydon College
01.2003
Business Management -
Lewisham College
01.2003
Customer Relations -
Barbados Institute of Management
01.1996
Skills
- Revenue Growth Assessment
- Results-Oriented Revenue Generation
- Budget-Aware
- Financial Oversight
- Inventory Oversight
- GOP Performance Evaluation
- Financial Analysis
- Team Building
- Team Management
- Food Cost Management
- Cost Management Strategies
- Marketing Budget Oversight
- Financial Auditing
- Debt Management Ledgers
- Accounts Payable Management
- Accounts Receivable Management
- Service Excellence
- Human Resources Strategy
- HACCP System Management
- Risk Assessment
- Compliance Management
Certification
- Personal Licence Holder, England
- BIIAB Licensed 2 Certificate, England
- First Aid at Work Course, England, 2022
- Certified Food Safety Manager, National Registry of Food Safety Professionals (USA)
- Basic Food Hygiene, Hilton Bristol England, 2011
- Food Safety for Managers, Hilton Bristol England, 2011
- Intermediate Food Hygiene, Hilton Bristol England, 2011
- Train the Trainer, Hilton Dublin Airport Hotel (Ireland), 2008
- Hospitality Cost Control, Barbados Community College, 2007
- HR Policies & Procedures, Hilton Barbados, 2006
- Infinitime User Training, Hilton Barbados, 2006
- Business Etiquette, Hilton Barbados, 2006
- Spirit of Hilton, Hilton Barbados, 2005
- Customer Service, Hilton Barbados, 2005
- Fire Training, Hilton Barbados, 2005
- Effective Supervision, Hilton Barbados, 2005
- Policies, Procedures, Regulation, Hilton Barbados, 2005
Career Achievements
- Reduced employee turnover by 40% within 18 months.
- Planned and coordinated multiple projects resulting in increased improvement of product and services.
- Worked directly with senior leadership to develop, administer and outperform annual budget.
- Recognised by Owners & Corporate teams for delivering successful commercial capital expenditure projects with ROI.
- Recognized by Owners and Corporate teams for implementing a strong value system amongst team and changing behaviours, leading to increased employee engagement and productivity.
- Improved Guest Quality reviews by successfully handling customer complaints and implementing monthly staff training.
- Increase revenue, and reduce cost of sales for 5 De vere hotels across the group, while getting them up to standard for sale.
- Achieve the best assessment score in the history of the Best Western Plus Hotel in Ghana, increase revenue by 3%, decrease cost of sales by 1.2% before the unfortunate Pandemic.
Timeline
General Manager
Mercure Bradford Hotel
09.2023 - 09.2024
General Manager
Mercure Wetherby Hotel
09.2022 - 11.2023
General Manager
Best Western Hotel/Luna Night Club Soho Restaurant
10.2019 - 10.2020
Operations Manager/Relief General Manager
De Verve - PH Hotels Group
08.2016 - 09.2019
Deputy General Manager
Hilton Swindon
04.2015 - 05.2016
Assistant Food & Beverage Manager, F&B Maintenance Technician
The Bodyholiday Le Sport
03.2014 - 03.2015
Manager
Golden Tulip Hotel & Casino, Festac Lagos & Port Hartcourt
02.2012 - 02.2014
Assistant Food & Beverage Operations Manager
Hilton
02.2011 - 02.2012
Food and Beverage Manager/Duty Manager
Blue Waters Hotel & Cove Restaurant
10.2008 - 12.2010
Assistant Food and Beverage Operations Manager/Duty Manager, Manager & Bar Manager
HILTON DUBLIN AIRPORT HOTEL
11.2007 - 05.2008
Assistant Food and Beverage Manager/Acting Food and Beverage Manager
HILTON BARBADOS
11.2004 - 10.2008
Advanced - Food Hygiene
Croydon College
Business Management -
Lewisham College
Customer Relations -
Barbados Institute of Management
Bachelors - Hospitality Management
WAC University
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