Summary
Overview
Work history
Skills
Timeline
Generic

Emma Preston

Chester-le-Street,Durham

Summary

Organised and dependable Hotel Manager with 9 years of experience with the Malmaison brand. Successful at managing multiple priorities with a positive attitude. Willing to take on greater responsibilities to meet my long term goals. I demonstrate excellent organisational and time management skills that helps to create a smooth-running environment. I regard myself as someone who is competent, reliable and honest, who enjoys learning and expanding their knowledge. I have developed a diplomatic and engaging frame of mind that was able to handle challenging requests with friendly and knowledgeable support.


I was lucky enough to work abroad for several summers in my early twenties. This allowed me to meet and work with a range of different people and learn how to react with new situations and problems that I would not have normally been exposed to in the UK. Over the past couple of years, I have been given the opportunity to support other hotels within my region, allowing me to develop my skills and expose me to alternative management methods. Working in Brighton, Reading and Henley-on-Thames all came with their own challenges, but all were rewarding and were experiences that I would happily do again.

Overview

23
23
years of professional experience

Work history

Hotel manager

Malmaison
Newcastle upon Tyne
03.2025 - Current
  • Ensured effective communication channels between departments for seamless operation.
  • Conducted regular H&S property inspections to maintain high standards of cleanliness and repair.
  • Responded promptly to customer complaints ensuring swift resolution and customer retention.
  • Investigated negative reviews and took corrective action enhancing future guest experiences.
  • Conducted staff appraisals and evaluations, fostering continuous improvement and development.
  • Assessed labour needs, monitored Fourth forecasting for adequate staffing levels during busy periods.

Deputy general manager

Malmaison
Newcastle upon Tyne, Newcastle upon Tyne
07.2023 - 03.2025
  • Oversaw daily operations, met organisational objectives.
  • Ensured that health and safety and other regulatory procedures were correctly maintained, monitored and recorded.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Ensured smooth business operations whilst managing multiple departments.
  • Maintained open communication channels with stakeholders for transparent operations.
  • Facilitated regular audits to ensure regulatory compliance.
  • Created and maintained displays and signs.
  • Completed duties to deliver on targets with accuracy and efficiency.
  • Carried out day-to-day duties accurately and efficiently.

Food & Beverage Op's Manager

Malmaison
Newcastle upon Tyne, newcastle
05.2023 - 07.2023
  • The overseeing of the Food & Beverage departments and staying current on processes and procedures to offer relevant assistance ie disciplinary procedures.
  • Supporting teams by demonstrating respect and willingness to help.
  • Increased customer satisfaction by resolving issues and complaints in the correct manner.
  • Being more active in the hotels key cost areas by assisting in stock takes, conducting weekly spot checks and keeping an eye on the departments payroll costs.

Duty Manager

Malmaison
Newcastle upon Tyne, Newcastle upon Tyne
06.2021 - 05.2023
  • I had previously taken on Duty Manager shifts whilst I was working as an Breakfast Supervisor, but went full time in the role June 2021.
  • During this period I supported Malmaison Brighton & Reading and Hotel Du Vin Henley-on-Thames in the absence of a GM/DGM.
  • Received and resolved guest feedback/complaints calmly and professionally to maintain hotel reputation.
  • Met health and safety guidelines to maintain compliant working environments.
  • Liaised with auditors and prepared facilities to support successful audits.
  • Forecasted occupancy demand and monitored staff availability and worked with the relevant head of departments to create balanced, cost-effective shift schedules.
  • Supported housekeeping management in maintaining first-class hotel conditions, by checking rooms during busy periods and/or when short staffed.
  • Also shared the Deputy General Manager duties whilst she was on maternity.

Brasserie Breakfast Supervisor

Malmaison (Fraser's Group)
Newcastle upon Tyne, Newcastle upon Tyne
11.2016 - 06.2021
  • Built loyal customer base by creating welcoming environment with top quality service.
  • Maintained high hygiene levels for optimized customer safety and continued regulatory compliance.
  • Completed accurate end-of-day financial routines for cash and card transactions.
  • Led by example in providing customers with a professional restaurant service.
  • Monitored restaurant performance to identify and implement improvement initiatives.
  • Planned staff rotas to meet customer demand whilst remaining under budget.
  • Resolved complaints calmly and professionally to achieve positive customer outcomes.
  • Coordinated Front of House and Back of House staff ahead of service for a smooth execution.

Bar and Restaurant Supervisor

The Lambton Worm (Tavistock).
Chester-le-Street, Durham
04.2014 - 11.2016
  • Assigned work tasks and coordinated activities of dining room personnel to provide prompt, courteous service to patrons.
  • Coordinated Front of House and Back of House staff ahead of service for smooth execution to maximize guest satisfaction.
  • Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Led by example in providing customers with a professional restaurant and bar service.
  • Checking in and out hotel guests.
  • Also helped to cover night porter, breakfast chef and housekeeper during their annual leave. Exposing my knowledge of different aspects of the venue.

Bar Supervisor / Party Planner

The Red Lion (Parity Bars)
Chester-le-Street, Durham
10.2008 - 04.2014
  • Designed event set-up and displays to match client requests.
  • Explained event packages, options and prices clearly to customers.
  • Advised customers on various catering and drinks package options.
  • Promoted seasonal offers to maximize event space bookings.
  • Ensured presentation of bar and staff met high-quality industry targets and brand values.
  • Thoroughly cleaned bar areas, delivering positive first impressions to guests and maintaining impeccable hygiene standards.
  • Performed bar closing duties, thoroughly cleaning, sanitizing and replenishing stock.
  • Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
  • Maintained bar stocks, replenishing daily as necessary.
  • Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.

Trainee Assistant Manager

Blu-Bambu (Ultimate Leisure)
Newcastle upon Tyne, Newcastle upon Tyne
09.2002 - 03.2008
  • Started as a Bar tender and worked my way up the ranks.
  • Maximized Manager productivity by providing administrative support, including payroll and reporting.
  • Unified and motivated staff by setting targets with clear standards and time scales.
  • Built and maintained customer loyalty through friendly, positive interactions.
  • Facilitated smooth running of shifts by ensuring effective staffing and scheduling.
  • Evaluated staff performance, implementing training and development.
  • Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
  • Strengthened operational efficiencies through improved reporting and stock management.

Skills

  • Level 5 Operations Manager
  • Level 3 Hospitality Supervisor - Food & Beverage - Passed with Distinction
  • NCFE Level 2 in principles of business management
  • Advanced Inclusive Leadership (CMI)
  • HACCP Level 2
  • Food Hygiene & Safety in Catering Level 1 & 2
  • Food Allergen Training Level 2
  • Equality & Diversity Level 1
  • Level 2 in Mental Health First Aid
  • First Aid & Fire Warden Trained
  • Personal Licence Holder
  • Legionella RoSPA And CPD Accredited certificate

Timeline

Hotel manager

Malmaison
03.2025 - Current

Deputy general manager

Malmaison
07.2023 - 03.2025

Food & Beverage Op's Manager

Malmaison
05.2023 - 07.2023

Duty Manager

Malmaison
06.2021 - 05.2023

Brasserie Breakfast Supervisor

Malmaison (Fraser's Group)
11.2016 - 06.2021

Bar and Restaurant Supervisor

The Lambton Worm (Tavistock).
04.2014 - 11.2016

Bar Supervisor / Party Planner

The Red Lion (Parity Bars)
10.2008 - 04.2014

Trainee Assistant Manager

Blu-Bambu (Ultimate Leisure)
09.2002 - 03.2008
Emma Preston