Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
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Gemma Gallon

Newark on Trent,Nottinghamshire

Summary

Hospitality is in my blood. From the age of eight, I was helping my Nan in her restaurant and watching my Grandad care for the ale in the cellar—it captured my imagination early and never let go. That grounding in genuine service and attention to detail shaped everything that followed.

I thrive on creating standout guest experiences by championing the Guest Guarantee, energising teams, and fostering environments where people have fun while delivering excellence. I take pride in driving innovative training, meeting goals, and leading with heart—because I believe a happy team creates happy guests, and that’s what builds reputation, loyalty, and success.

Overview

2026
2026
years of professional experience
2
2
years of post-secondary education

Work history

Brand Trainer, Slug & Lettuce and Rita's Bars

Stonegate Group
03.2023 - Current
  • Designed and launched an end-to-end onboarding program from the ground up, ensuring all new starters developed a consistent and confident understanding of brand standards, guest experience expectations, and service behaviors.
  • Introduced a “Guest Guarantee” initiative that clearly set service standards and accountability, embedding a culture of guest-first thinking across teams.
  • Implemented a Site Team Trainer structure, identifying high-performing team members to lead training at site level. Provided them with the tools, support, and accountability to manage new starter inductions and adapt quickly to menu changes and operational updates.
  • Fostered a strong learning culture by building training into daily routines, ensuring that development was continuous, relevant, and aligned with brand expectations
  • Created and delivered an engaging micro-training session focused on building authentic guest connections, boosting team energy, and fostering a proactive service culture. The session introduced the concept of a “Heads Up” mindset—encouraging team members to read guest cues, anticipate needs, and respond before being asked. Through team-led role play and storytelling, the session helped embed core service behaviours that drive memorable experiences and elevate overall guest satisfaction.
  • Designed and delivered training programs that reflect brand identity, service ethos, and operational excellence.
  • Collaborated with operations and marketing teams to align training with brand campaigns and seasonal initiatives.
  • Implemented and led Health Checks and Slug Walk coaching to embed daily routines that drive consistency and accountability.
  • Monitored training effectiveness through feedback, performance metrics, and guest satisfaction scores.
  • Designed and led bespoke investment training programs tailored to individual site needs, ensuring high-impact launches and early performance gains. Worked closely with operational leaders and site teams to identify key development areas, delivering site-specific sessions that addressed local challenges, elevated service execution, and reinforced brand standards from day one. These targeted site teams in hitting the ground running—embedding operational confidence, team engagement, and a strong service culture from launch day onwards
  • Appointed Lead Trainer for the rollout of Rita’s Bars new format in Leeds, designing and delivering a bespoke training program tailored to the brand refresh. Engaged, motivated, and prepared a newly formed team to deliver high-performance service standards from day one, resulting in a strong and consistent opening week. Provided on-site support during the critical post-launch period, troubleshooting early-stage challenges, reinforcing routines, and ensuring the new concept landed successfully both operationally and culturally

General Manger, Slug and Lettuce, Lincoln

Stonegate Group
03.2018 - 02.2023
  • Successfully doubled weekly revenue, growing site performance from an average of £24K to £50K through strategic leadership, team development, and a relentless focus on guest experience and operational excellence. Oversaw all aspects of day-to-day operations, including staffing, service delivery, financial performance, and compliance.
  • Awarded “General Manager of the Year” in my final year in role, following the successful turnaround and sustained growth of the site. Achieved all key performance indicators and delivered excellence across operational, financial, and guest experience metrics. This recognition reflected exceptional team leadership, commercial performance, and a consistently outstanding guest journey
  • Led area-level campaigns in sales growth and seasonal execution, including successful coordination of Christmas trading strategies, promotional events, and commercial activations.
  • Led cross-functional teams to deliver exceptional guest experiences, consistently achieving high satisfaction scores and repeat business.
  • Developed and executed business strategies to increase revenue, control costs, and improve profitability.
  • Recruited, trained, and mentored team members, fostering a culture of accountability, growth, and service excellence.
  • Maintained brand standards across all departments, ensuring consistency in service, cleanliness, and presentation.
  • Managed budgets, forecasts, and P&L statements, identifying opportunities for efficiency and growth.
  • Implemented health and safety protocols, ensuring full compliance with legal and brand requirements

General Manager, Missoula, Milton Keynes

Stonegate Group
- 02.2018
  • Leadership & People Development
  • Sales Growth & Commercial Strategy
  • Guest Experience & Brand Standards
  • P&L Management & Cost Control
  • Training Design & Delivery
  • Health & Safety Compliance
  • Appointed Area Christmas Champion, leading festive trading strategy across multiple sites. Coordinated campaign planning, visual execution, team engagement, and sales-driving initiatives during the peak trading period.
  • Served as Hub for Management Training, delivering structured development sessions for aspiring managers. Supported progression through coaching, knowledge sharing, and alignment with brand expectations

General Manger, Missoula, Nottingham

Stonegate Group
09.2015 - 05.2016
  • Leadership & People Development
  • Sales Growth & Commercial Strategy
  • Guest Experience & Brand Standards
  • P&L Management & Cost Control
  • Health & Safety Compliance

General Manger, Spirit Group

Spirit Group
10.2007 - 07.2015
  • Started as Deputy Manager and progressed through a structured development pathway, demonstrating strong leadership and operational skills.
  • Training site: Greswolde Arms, Knowle – A complex high-volume site with 31 bedrooms, 3 function rooms, a full-service restaurant, and a thriving local bar.
  • First General Manager appointment: Wheatsheaf, Nottingham, where I achieved significant success, culminating in “GM of the Year” in my first full year in role.
  • Promoted to a bigger General Manager role at the flagship Chef & Brewer site—The Dog & Partridge, Tutbury, overseeing high guest volumes, events, hotel and premium service delivery.
  • Held multiple Area Champion roles, including leading initiatives in sales growth, Christmas trading, and training.
  • Most notably served as Hospitality Coach, designing and delivering monthly workshops to Site Champions, focusing on sales uplift, service behaviours, and team engagement across the region.

Education

HND - Business

Blossom Hill Campus
Solihull
09.1999 - 06.2001

Skills

  • Brand Storytelling: Communicating the brand’s mission, values, and service ethos in a way that inspires
  • Coaching & Mentoring: Supporting team development through 1:1 coaching, feedback, and in-shift guidance
  • Operational Understanding: Translating brand standards into daily routines and service behaviors
  • Communication Skills: Clear, confident delivery across all levels—from new starters to senior leaders
  • Adaptability: Tailoring training to different learning styles, site needs, and business priorities
  • Performance Tracking: Measuring training impact through KPIs, guest feedback, and team progression
  • Leadership & Team Development: Building high-performing teams through motivation, structure, and accountability
  • Crisis Management & Problem Solving: Staying calm under pressure and resolving issues swiftly

Accomplishments

  • Twice awarded “General Manager of the Year”, recognising exceptional leadership, commercial success, and sustained excellence in team performance and guest experience.
  • Recipient of multiple Values Awards, celebrating consistent demonstration of brand culture, service passion, and commitment to team development throughout a long-standing hospitality career.
  • Handpicked to contribute to the evolution of a 38-year-old brand, leading training and cultural alignment during a critical transformation phase. Delivered impactful, brand-anchored training that refreshed service standards, engaged teams, and protected legacy while driving innovation.

Timeline

Brand Trainer, Slug & Lettuce and Rita's Bars

Stonegate Group
03.2023 - Current

General Manger, Slug and Lettuce, Lincoln

Stonegate Group
03.2018 - 02.2023

General Manger, Missoula, Nottingham

Stonegate Group
09.2015 - 05.2016

General Manger, Spirit Group

Spirit Group
10.2007 - 07.2015

HND - Business

Blossom Hill Campus
09.1999 - 06.2001

General Manager, Missoula, Milton Keynes

Stonegate Group
- 02.2018

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