Charles Webb
Kent
Summary
A seasoned and results-driven manager with a proactive approach and a strong reputation for delivering outstanding customer service, operational excellence, and high-impact events. Backed by extensive experience in hospitality environments, consistently recognised for elevating service standards and generating exceptional client satisfaction. Demonstrating a solid track record in operations and sales leadership, P&L accountability, and developing high-performing teams that thrive under pressure and drive business success.
Overview
12
12
years of professional experience
Work history
Head of Client Success
TROWBRIDGE Gallery
London & Crowborough
11.2023 - 07.2025
- Champion an exceptional client experience by continually reviewing the Client Journey Mapper and implementing improvements and automation where required.
- Lead cross-functional collaboration across departments to maximise client satisfaction, while owning the Client Success strategy and managing the Client Services Team.
- Manage the daily operations of the Client Services Team, consisting of three members (one Senior and two non-Senior), overseeing workload allocation and ensuring adherence to SLAs.
- Define and set monthly KPIs for two Client Success Managers, carrying out ongoing daily, weekly, and monthly performance reviews.
- Work alongside the Senior Management Team to evolve and implement the Trowbridge Client Success Journey.
- Streamline internal processes through partnerships with Operations, Sales, and Marketing—leveraging automation wherever beneficial.
- Analyse existing workflows to identify and implement enhancements to the Client Success offering.
- Collaborate with the Head of Sales to ensure the Sales Team is equipped with the right tools and support to achieve monthly, quarterly, and annual targets.
- Ensure the highest standards of data quality within the CRM system while maintaining full GDPR compliance.
- Partner with Marketing to develop and execute targeted campaign strategies.
- Review and analyse campaign performance data to foster consistent growth across digital channels and trade show engagements.
- Foster and manage relationships with key clients and third-party partners, supporting long-term retention and satisfaction.
- Resolve escalated complaints in alignment with the Client Complaints process for timely and effective resolution.
- Represent Trowbridge at international trade shows, enhancing brand visibility and connecting with loyal and potential trade customers.
- Create and deliver insightful Sales Reporting for Account Management, including quarterly business reviews and new client presentation briefs.
Reservations & Reactive Sales Manager
The Other House
London
06.2022 - 11.2023
- Played a key role in the launch team of a premium residential and members club in London, contributing to local expansion ahead of international roll-out plans.
- Developed and implemented comprehensive policy documentation and operational procedures for successful new site openings.
- Defined Service Level Agreements (SLAs) to establish and uphold brand standards throughout staff onboarding and training processes
- Designed and enforced a robust Data Governance policy, ensuring high-quality data integrity across the Property Management System (MEWS).
- Led employee performance reviews with a focus on constructive communication and professional development opportunities.
- Recruited and trained a high-performing sales team of five, nurturing a culture of excellence and accountability.
- Continuously monitored team KPIs, providing targeted coaching to meet revenue and profitability goals.
- Managed staffing rotas and resource allocation to ensure operational efficiency and optimal coverage across departments.
- Promoted a first-point resolution mindset within the team while handling escalated complaints and complex client queries.
- Oversaw rate administration across all booking platforms and agent networks, ensuring pricing consistency and strategic alignment.
Front Office Manager
The Mandrake Hotel
London
12.2021 - 06.2022
- Delivered exceptional guest service by ensuring all team members possessed up-to-date knowledge of hotel offerings, policies, and service standards.
- Preserved the hotel’s brand image through active supervision of a 20-member Front Office team, including Reception, Guest Relations, Porters, Security, and Hostesses.
- Created and managed weekly staff rotas to ensure optimal operational coverage and service consistency.
- Enhanced commercial value by facilitating sales familiarisation trips and coordinating bespoke VIP guest experiences.
- Partnered with the Head of Maintenance to uphold rigorous Health & Safety protocols, coordinating with external contractors when required.
- Recruited and onboarded high-calibre hospitality professionals, delivering tailored training to align with brand standards and performance expectations.
- Maintained back-office records and operational accounts to enable transparent performance tracking and informed decision-making.
- Implemented new procedures for increased productivity within the team.
Senior Guest Relations Manager
The Mandrake Hotel
London
11.2020 - 12.2021
- Delivered friendly, professional customer service with a proactive, solutions-focused approach to all guest requests.
- Ensured strict compliance with company policies and procedures to uphold operational standards.
- Efficiently resolved guest issues, escalating to the Rooms Division Manager when required to guarantee effective outcomes.
- Provided knowledgeable guidance to guests on current hotel promotions, packages, and special offers.
- Collected and analysed guest feedback to identify opportunities for service enhancement.
- Utilised conflict resolution techniques to calmly support guests experiencing stress or dissatisfaction.
- Collaborated with internal stakeholders to design and improve complaint monitoring systems, drive staff training programmes, and uphold procedural compliance.
- Proposed and implemented initiatives to enhance team productivity and service delivery speed.
Guest Relations Manager
The Mandrake Hotel
London
05.2019 - 11.2020
- Provided prompt and effective resolution of guest issues, escalating to the Senior Guest Relations Manager when appropriate.
- Handled cash floats and executed secure banking protocols with precision and discretion.
- Delivered personalised customer service, responding to concerns swiftly and knowledgeably to exceed expectations.
- Maintained compliance with Health & Safety regulations to ensure a safe and welcoming environment.
- Managed and resolved guest complaints professionally, safeguarding brand integrity and reputation.
- Actioned feedback to enhance service delivery and elevate the overall guest experience.
- Coordinated emergency response procedures and administered first aid when required.
- Composed detailed end-of-shift reports to support operational consistency and service handovers.
- Extended warm, high-standard welcomes to VIP guests, ensuring a memorable and exclusive experience.
Receptionist
The Mandrake Hotel
London
10.2018 - 05.2019
Sales & Events Executive
The Mandrake Hotel
London
07.2017 - 10.2018
Commercial Support Specialist
DB Schenker
London Heathrow
11.2016 - 07.2017
Commercial Support Apprentice
DB Schenker
London Heathrow
10.2013 - 09.2016
Education
City & Guilds - NVQ Level 3 Business Administration and Management, General, NVQ Level 4 Business Diploma Administration and Manager, General
10.2013 - 5 2016
14 x GCSEs - Grades A-C including English, Mathematics and Science
Rivers Academy West London
09.2008 - 5 2013
Skills
- Hospitality and Management Experience
- Team Building and Coaching
- Data Analysis
- Complaint handling & resolution
- Customer Relationship Management (CRM) (Oracle, Mondaycom & Salesforce)
- Customer Service Excellence
- Strong Understanding of Microsoft Products
- Operations Management
- Sales Pipeline Management
- Distribution Mapping
- Stakeholder Management
- Staff Management & Development
- Negotiation
- Business Planning and Forecasting
- Property Management System (PMS) (MEWS & Opera)
- Event Management Tools (Eventbrite, Sevenrooms, OpenTable, Pxier & Cvent)
Timeline
Head of Client Success
TROWBRIDGE Gallery
11.2023 - 07.2025
Reservations & Reactive Sales Manager
The Other House
06.2022 - 11.2023
Front Office Manager
The Mandrake Hotel
12.2021 - 06.2022
Senior Guest Relations Manager
The Mandrake Hotel
11.2020 - 12.2021
Guest Relations Manager
The Mandrake Hotel
05.2019 - 11.2020
Receptionist
The Mandrake Hotel
10.2018 - 05.2019
Sales & Events Executive
The Mandrake Hotel
07.2017 - 10.2018
Commercial Support Specialist
DB Schenker
11.2016 - 07.2017
Commercial Support Apprentice
DB Schenker
10.2013 - 09.2016
City & Guilds - NVQ Level 3 Business Administration and Management, General, NVQ Level 4 Business Diploma Administration and Manager, General
10.2013 - 5 2016
14 x GCSEs - Grades A-C including English, Mathematics and Science
Rivers Academy West London
09.2008 - 5 2013
Similar Profiles
Isha PriyaIsha Priya
Tax Associate at TrowbridgeTax Associate at Trowbridge
Isha PriyaIsha Priya
Tax Associate at TrowbridgeTax Associate at Trowbridge
Rakesh S KukdeRakesh S Kukde
Tax Manager at TROWBRIDGETax Manager at TROWBRIDGE
Ashlee HeacockAshlee Heacock
Dental Front Office Coordinator at Meridian Valley Dental CenterDental Front Office Coordinator at Meridian Valley Dental Center
Kaitlynn HannaKaitlynn Hanna
Crew Member at Taco Time NWCrew Member at Taco Time NW