Andrew Pattison
Woodhorn Village,Northumberland
Summary
Highly experienced hospitality and business operations professional with over 20 years’ experience delivering exceptional customer and guest experiences across boutique hotels, multi-site hospitality operations, and service-led businesses. Proven ability to lead front-of-house operations, manage guest journeys from pre-arrival to post-departure, and deliver high standards of personalised service in fast-paced environments. Strong background in team leadership, service recovery, guest satisfaction improvement and operational management within independent hospitality businesses. Commercially aware with hands-on experience in revenue optimisation, cost control, rota management, and cross-departmental coordination including housekeeping, food & beverage, and maintenance teams.
Overview
25
25
years of professional experience
1
1
year of post-secondary education
Work history
Owner / Hotel Operator
Sefton Blackpool
Blackpool, England
2022.04 - 2025.11
The Blackpool - 32 room hotel with public Bar & Restaurant (2017-2022) Blackpool, England
Roselea Hotel - Manager- 22 bed hotel (2017-2022) Blackpool, England
The Shores – Manager -16 room b&b (2015-2017) Blackpool, England
- Full responsibility for front office and hotel operations including guest check-in/out, reservations, and overall guest experience management
- Oversaw the complete guest journey from pre-arrival communication through to departure and follow-up
- Led and managed staff across reception, housekeeping, bar, and restaurant departments
- Delivered high levels of personalised guest service, ensuring strong satisfaction and repeat bookings
- Handled guest feedback, complaints, and service recovery with a calm and solution-focused approach
- Managed daily operations ensuring efficiency, accuracy, and consistent service delivery standards
- Implemented operational processes aligned with SOP-style service expectations in boutique hospitality settings
- Oversaw rota management, staffing levels, and cost control across departments
- Worked closely with service departments to ensure seamless coordination of guest experience
- Maintained strong focus on revenue generation, upselling opportunities, and occupancy optimisation
- Streamlined operations for improved efficiency and productivity.
- Delivered high standards of service by training all staff members thoroughly.
- Innovated product offerings to stay competitive in the market.
- Ensured financial stability with careful budget management and forecasting.
Owner / Salon Director
The Salon
Cramlington, Northumberland
2013.01 - 2019.01
- Founded and operated a customer-focused service business delivering high levels of client satisfaction and retention
- Managed full daily operations including appointments, customer service, staffing, and financial control
- Built strong repeat client relationships through personalised service and attention to detail
- Led team training and service standards to ensure consistent customer experience
- Developed local marketing strategies to grow customer base and brand reputation
- Created a strong brand identity through innovative marketing strategies.
- Conducted regular performance reviews for staff development and progress tracking.
- Addressed operational inefficiencies, implementing actionable improvements to support business growth.
Senior Stylist
Hooker & Young Hairdressing
Gosforth, Newcastle upon Tyne
2001.01 - 2013.01
- Delivered high-end, personalised client service within a premium salon environment
- Developed strong client consultation skills focused on customer satisfaction and retention
- Maintained high service standards in a fast-paced, appointment-driven environment
- Built long-term client relationships based on trust, consistency, and service quality
- Regularly updated personal hairstyling techniques, allowing for an expanded range of services offered.
- Maintained current knowledge of products and treatments through continuous learning initiatives.
Education
NVQ Level 3 - hairdressing
Newcastle College
Newcastle upon Tyne 2006.01 - 2007.06
Skills
- Guest Relations Management Front Office Operations Reception & Reservations Leadership
- Guest Journey Management Service Recovery Complaint Handling
- Duty Management Team Leadership & Coaching Opera PMS (transferable experience) Booking & Reservations Systems Revenue Management Upselling & Revenue Growth Cost Control & Budget Management Rota Planning & Payroll Support SOP Compliance Cross-Department Coordination Customer Experience Excellence Hospitality Operations Management
- Knowledge of regulatory compliance
- Innovation driven
- Company branding methods
- Quality assurance system
KEY STRENGTHS FOR THIS ROLE
- Strong guest-facing leadership experience in hospitality and service environments
- Proven ability to manage guest expectations and resolve issues professionally
- Hands-on experience overseeing multi-department service delivery
- Natural leadership style with ability to coach and support teams
- Calm, solution-focused approach under pressure in busy operational settings
ADDITIONAL INFORMATION
- Personal Licence holder
- Strong operational and commercial awareness from business ownership background
- Highly experienced in managing customer-facing teams in fast-paced environments
- Strong communication, conflict resolution, and service recovery skills
- Hands-on leadership approach with attention to detail and service quality focus
Timeline
Owner / Hotel Operator
Sefton Blackpool
2022.04 - 2025.11
Owner / Salon Director
The Salon
2013.01 - 2019.01
NVQ Level 3 - hairdressing
Newcastle College
2006.01 - 2007.06
Senior Stylist
Hooker & Young Hairdressing
2001.01 - 2013.01