KELLYANN CHARLES
Reading
Summary
Commercially driven operations leader with 15+ years’ experience across hospitality, accommodation, and multi-site environments. Proven track record delivering strong financial performance, exceeding KPIs, and leading high-performing customer-focused teams. Currently responsible for a 1,526-bed multi-building portfolio, ensuring full operational delivery, compliance, health & safety, and exceptional customer experience. Known for improving processes, driving revenue, managing suppliers, and maintaining high satisfaction levels across complex operations.
Overview
11
11
years of professional experience
2024
2024
years of post-secondary education
1
1
Certification
Work history
Residence Manager
UPP Residential Services Ltd
Reading
05.2025 - 02.2026
- Lead full operational performance across 11 buildings (1,526 beds), ensuring service excellence, compliance, and financial performance.
- Manage recruitment, performance, development, and staffing levels for front-of-house and housekeeping teams.
- Coordinate contractors, planned and reactive maintenance, and facilities compliance.
- Act as senior escalation point for customer issues, delivering swift and effective resolution.
- Produce operational, financial, and compliance reports supporting KPI achievement.
- Oversee inspections, environmental initiatives, and incident reporting.
General Manager
Atlas Hotels (IHG)
London
06.2023 - 06.2024
- Directed full hotel operations managing 34 staff and maintaining consistently high guest satisfaction.
- Reduced operational costs by 8% through supplier optimisation and cost control.
- Managed budgets, payroll, forecasting, and capital expenditure.
- Exceeded occupancy targets of 87% through revenue-focused strategy.
Hotel Manager
Travelodge Hotels Ltd
London
08.2017 - 06.2023
- Managed £1.6M turnover site with full responsibility for financial performance and compliance.
- Promoted from Deputy Manager within two years due to performance and leadership.
- Improved productivity through coaching and performance management.
- Ensured adherence to company policies and operational standards.
Deputy Manager
Mamas & Papas
London
03.2015 - 09.2016
- Led team of 17 employees and drove performance culture.
- Increased sales by 38% through merchandising strategy.
- Implemented commercial improvements to maximise revenue.
Education
BA (Hons) - Hospitality Management
University of East London
LondonA-Levels - Business Studies, Sociology, Media Studies
Christ The king
London 04.2001 - 07.2002
Skills
- P&L ownership and Budget control
- Commercial performance and Revenue growth
- Customer experience leadership
- Stakeholder relationship management
- Operational delivery and Compliance
- Supplier management
- Contractor management
- Health and Safety compliance
- Risk compliance
- KPI monitoring
- Reporting
- Team leadership and Performance management
- Process improvement
Certification
- IOSH Certified
- First Aid at Work (Full Qualification)
Timeline
Residence Manager
UPP Residential Services Ltd
05.2025 - 02.2026
General Manager
Atlas Hotels (IHG)
06.2023 - 06.2024
Hotel Manager
Travelodge Hotels Ltd
08.2017 - 06.2023
Deputy Manager
Mamas & Papas
03.2015 - 09.2016
A-Levels - Business Studies, Sociology, Media Studies
Christ The king
04.2001 - 07.2002
BA (Hons) - Hospitality Management
University of East London