Daniel Riley
Director Of Operations | General Manager | Cluster General Manager | Hotel-Resort Manager |Interim Manager
London
Summary
Senior hospitality and operations leader with 20+ years’ international experience across luxury hotels, resorts, airports, and leisure venues. A commercially astute operator with a strong HR and people management foundation, combining deep expertise in hotel operations, F&B leadership, cluster management, and commercial strategy with advanced knowledge of talent planning, employee lifecycle, and organisational culture. Proven ability to lead large, complex teams (up to 2,000 staff), driving service excellence, revenue growth, and transformation across unionised and non-unionised environments. Experienced in recruitment, onboarding, succession planning, training, grievances, disciplinaries, and employee relations, with a track record of building high-performing, engaged teams. Currently completing CIPD Level 5 in People Management, complementing extensive leadership credentials, and positioning as a versatile candidate for both operational leadership and HR/People-focused roles. Recognised as an innovative leader who bridges commercial operations and people strategy to deliver sustainable business success.
Overview
25
25
years of professional experience
Work History
Consultant | Hospitality
Spa & Wellness
06.2020 - Current
- Advised hotels and spas, restaurants, cafes, and small hospitality businesses on operational audits, commercial repositioning, and HR compliance.
- Managed client relationships through regular check-ins and updates on project progress.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Supported post-pandemic recovery strategies, people planning, and brand repositioning.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
Operations Director
BigShots Golf, Northwick Park
07.2021 - 09.2023
- Rebranded and relaunched multi-F&B, events, and leisure venue.
- Delivered £1.1M in procurement savings, managed a £7M budget, and negotiated sponsorships and brand partnerships.
- Built and line-managed a diverse team of 80+ staff, including 5 departmental managers, establishing HR frameworks and full employee lifecycle processes.
- Directed recruitment, onboarding, training, grievance handling, and disciplinary cases to conclusion.
- Collaborated with the council and community groups; introduced innovative F&B, and event offerings.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Defined, implemented, and revised operational policies and guidelines.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Established and monitored quality assurance standards to achieve operational excellence.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Led cross-functional teams to address critical operational challenges, fostering collaborative approach that leveraged diverse skills and perspectives.
- Enhanced operational resilience by developing and implementing robust contingency plans that ensured continuity of operations in face of unexpected disruptions.
- Fostered culture of continuous improvement by leading workshops and training sessions on best practices and innovative operational strategies.
- Achieved operational excellence by continuously evaluating and refining processes, employing data analytics to inform decision-making and identify areas for improvement.
- Improved safety records by instituting strict compliance with health and safety regulations and conducting regular training sessions for staff.
- Improved team morale and reduced turnover by implementing series of employee engagement programs and personalized career development plans.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Regional Manager (South East)
Office of National Statistics
04.2021 - 07.2021
- Balanced competing priorities effectively, successfully managing multiple projects simultaneously within tight deadlines and budget constraints.
- Maintained meticulous documentation throughout projects'' lifecycle, ensuring accurate record-keeping and ease of future reference when needed.
- Managing a large and diverse team remptely and supporting when needed
- Addressed public inquiries regarding the census process, ensuring clear communication and understanding among community members.
- Ensured accurate data collection by conducting regular quality checks and providing feedback to team members.
- Conducted regular progress meetings with the management team to discuss challenges faced and implemented solutions accordingly.
- Promoted a positive working environment fostering teamwork among enumerators while maintaining professional standards at all times.
- Developed strong community relationships, resulting in increased cooperation from residents during the census process.
- Reduced errors in data entry by creating user-friendly templates for enumerator use during field work.
- Maintained accurate records of project milestones, ensuring timely submission of deliverables and adherence to established deadlines.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Operations Leader
Heathrow Airport Ltd
01.2017 - 04.2021
- Managed £30M+ budgets and teams of up to 2,000 in a heavily unionized environment.
- Delivered service and engagement score uplift (3.9 → 4.4), and 90%+ premium guest satisfaction.
- Oversaw talent strategy, succession planning, grievance/disciplinary resolution, and appeals processes.
- Partnered cross-functionally with HR, legal, and operations to embed people strategy into operations.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
General Manager
Holiday Inn Hotel (UK)
01.2016 - 12.2016
- Delivered 90%+ guest satisfaction and exceeded revenue targets.
- Managed 60 staff across 2 restaurants, 2 bars, and 8 meeting/event spaces.
- Led grievances, disciplinaries, and employee relations while ensuring compliance with licensing and H&S.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented sustainability initiative, reducing energy consumption and waste, and promoting eco-friendly practices.
- Drove revenue growth by identifying and penetrating new market segments with tailored marketing strategies.
General Manager
Hilton Worldwide
05.2013 - 12.2015
- Part of the Hilton New Opening Team that spearheaded a unique partnership for a stakeholder. Opened 2 hotels, and luxury apartments.
- Introduced new F&B concepts and collaborated with brand teams to deviate from standard menus, achieving a +33% guest satisfaction.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Monitored project performance to identify areas of improvement and make adjustments.
- Incorporated customer feedback into pricing strategy adjustments, enhancing overall guest satisfaction while maximizing revenues.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Elevated guest satisfaction scores by implementing customer-first service strategy that focused on personalized guest experiences.
Accommodation & Experience Manager
London 2012 Olympics (iLUKA)
07.2012 - 09.2012
- Managed accommodation and guest experiences for Olympic clients, VIPs, and officials.
- Managed large-scale accommodation and customer experience for the London 2012 Olympics and Paralympics.
- Led a team of 200, delivering customer experience pre, post, and during the event for sponsors.
- Quality control and team deployment to optimize service and experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Cluster & Opening Manager
Whitbread Premier Inn
01.2003 - 01.2011
- Opened 220-key, 200 seater restaurant in City of London with a budget of £10 Million
- Cluster-managed 8 hotels (£8.5M revenue, 330 keys, multiple F&B outlets).
- Won the Whitbread Sales Award for securing £1M in business across the estate.
- Implemented cost-saving measures through effective resource management and waste reduction strategies.
- Created detailed reports on daily operations, highlighting areas for improvement and recommending solutions to upper management.
- Continually reviewed operational procedures in search of areas requiring optimization or streamlining.
- Maximized profitability with revenue management techniques such as forecasting demand patterns and adjusting pricing accordingly.
- Managed budgets effectively, reducing costs where necessary while maintaining high-quality standards in all departments.
- Assured compliance with relevant laws, regulations, and company policies throughout the properties under management.
- Spearheaded sustainability initiatives aimed at reducing the environmental impact of hotel operations while also enhancing the guest experience.
- Developed a strong team of department managers through effective recruitment, training, and mentoring.
- Improved employee morale and reduced turnover by fostering a positive work environment through open communication channels and recognition programs.
Caribbean Hotel Leadership
Holiday Inn Jamaica | Sandals Resorts | Golden Seas Beach Resort
01.1993 - 01.2003
- Led 598-key Holiday Inn Montego Bay ($25M+ revenue) with 5 F&B outlets, spa, and events facilities.
- Directed Sandals new openings across Jamaica and other islands.
- Managed teams of 250+ delivering SOP, brand, and service excellence.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Encouraged community involvement by partnering with local organizations and sponsoring events that benefit the area.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Education
CIPD L5 (In Progress) - People Management
CIPD- Aveda (in Progress)
UK 04.2001 -
General Managers Program - undefined
Cornell University
Diploma - Hotel Management
Institute of Management Sciences
International Tourism & Marketing - undefined
London Metropolitan University
Skills
Hotel & Resort Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Accomplishments
- 2014 New Business of the year Award for Croydon
- Whitbread Sales Award Winner 2008
Timeline
Operations Director
BigShots Golf, Northwick Park
07.2021 - 09.2023
Regional Manager (South East)
Office of National Statistics
04.2021 - 07.2021
Consultant | Hospitality
Spa & Wellness
06.2020 - Current
Senior Operations Leader
Heathrow Airport Ltd
01.2017 - 04.2021
General Manager
Holiday Inn Hotel (UK)
01.2016 - 12.2016
General Manager
Hilton Worldwide
05.2013 - 12.2015
Accommodation & Experience Manager
London 2012 Olympics (iLUKA)
07.2012 - 09.2012
Cluster & Opening Manager
Whitbread Premier Inn
01.2003 - 01.2011
CIPD L5 (In Progress) - People Management
CIPD- Aveda (in Progress)
04.2001 -
Caribbean Hotel Leadership
Holiday Inn Jamaica | Sandals Resorts | Golden Seas Beach Resort
01.1993 - 01.2003
General Managers Program - undefined
Cornell University
Diploma - Hotel Management
Institute of Management Sciences
International Tourism & Marketing - undefined
London Metropolitan University
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