Annette Marie Dodds
Newcastle upon Tyne ,Tyne and Wear
Summary
Strategic General Manager with expertise in financial management and regulatory compliance. Oversees budgets and forecasts to maintain fiscal responsibility and quality standards. Develops safety protocols that reduce workplace incidents and bolster operational integrity. Analyses customer feedback to drive service improvements and enhance market reach through strong industry relationships.
Overview
30
30
years of professional experience
Work History
General Manager
Prem Group
Newcastle upon Tyne , Tyne and Wear
06.2007 - Current
- Managed financial budgets, forecasting, and reporting, ensuring fiscal responsibility and sustainability.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Developed high-performing teams to consistently exceed goals, drive revenue and expand markets.
- Oversaw daily operations, maintaining strict adherence to quality standards and regulatory compliance.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Analysed market trends and adjusted business strategies to capitalise on new opportunities for growth.
- Cultivated strong industry relationships to promote services and improve business operations.
- Kept organisation in compliance with regulations and internal requirements.
- Actioned customer feedback to improve hotel services and facilities.
- Conducted regular staff training sessions to enhance customer service skills and product knowledge.
- Generated reports and attended management meetings and briefs to discuss business needs, track goal fulfilment and make administrative decisions.
- Analysed guest feedback to identify areas for improvement, leading to strategic enhancements in services and facilities.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
- Conducted end-of-month audits for upper management review.
- Established rigorous health and safety protocols, markedly reducing workplace accidents and ensuring compliance with regulations.
Hotel Reception Manager
Choice Hotels Europe
Newcastle upon Tyne , Tyne and Wear
01.1997 - 05.2007
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Liaised with housekeeping and maintenance departments to ensure rooms met the hotel's high standards of cleanliness and comfort.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Monitored compliance with health and safety regulations, ensuring a safe environment for guests and staff.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Interviewed and hired staff based on job and team fit.
- Conducted regular staff meetings to share updates, gather feedback, and foster a culture of teamwork and continuous improvement.
- Maintained team harmony by resolving grievances and assisting with conflicts.
- Collaborated with the sales and marketing team to promote special offers and packages, driving bookings and revenue.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Ensured timely call handling to enhance customer service for timely call handling.
- Represented the hotel at industry events and conferences, networking with peers and staying abreast of hospitality trends.
Education
Certificate of Higher Education - General Catering
Newcastle College
Newcastle upon Tyne 01-1986
Godforth High School
Newcastle upon Tyne Skills
- Financial management
- Budget forecasting
- Financial analysis
- Regulatory compliance
- Risk management
- Safety regulations adherence
- Quality assurance
- Stakeholder engagement
- Customer relationship management
- Team performance enhancement
- Effective communication
- Client Relationship Management
Accomplishments
- I have worked for PREMIER SUITES for 19 years and since my promotion to General Manager in 2020, I have been awarded General Manager of the year 3 times. I work along side the building management company to ensure all asset testing is completing each month and the building and apartments are compliant.
Timeline
General Manager
Prem Group
06.2007 - Current
Hotel Reception Manager
Choice Hotels Europe
01.1997 - 05.2007
Certificate of Higher Education - General Catering
Newcastle College
Godforth High School