LEWIS RALPHS

• Part of the leadership team for a flagship hotel featuring 327 bedrooms, a golf course, 3 restaurants, 5 bars, and 2 entertainment venues. Initially joined the opening team and secured a permanent management role within four weeks.

Achievements & Responsibilities:

• Oversee three high-volume restaurants, each delivering 580+ covers nightly, ensuring smooth service, team coordination, and outstanding guest experience.
• Consistently achieve Qualtrics guest satisfaction scores of 4.2+ across all service touchpoints, maintaining brand-leading standards.
• Develop and mentor two Team Leaders into full management roles, building internal succession and strengthening departmental capability.
• Lead recruitment, onboarding, rotas, beer orders, stock control, and brand standard delivery.
• Manage performance through coaching, 1:1s, and D&G procedures.
• Deliver Duty Manager responsibilities, ensuring seamless hotel operation and guest care across a large and diverse site.
• Support continuous improvement through data-led decision making, team feedback, and SOP development.

• Managed daily bar operations, rotas, training, standards, and team performance.
• Supported the restaurant leadership team, contributing to improved guest experience scores and operational consistency.
• Developed and coached Team Leaders, contributing directly to two progressing into management roles.
• Selected to support the pre-opening of a new Warner hotel in recognition of strong leadership performance.
• Promoted team engagement through clear expectations, ongoing recognition, and a collaborative work environment.

• Assisted in running full venue operations, ensuring excellent guest service and strong team performance.
• Managed a team of 15 across front-of-house and kitchen.
• Controlled stock, line checks, cashing up, declarations, banking, and rota planning.
• Trained new staff in perfect serve, perfect plate, and communication standards.
• Built a positive, supportive team culture through coaching and leading by example.

• Provided excellent guest service across bar and restaurant operations.
• Progressed to Supervisor after consistently achieving weekly incentives.
• Led a team of 10 to maintain high service standards.
• Managed cashing up, stock takes, transfers, beer orders, deliveries, and timesheets.
• Completed Duty Manager shifts overseeing 350+ guests and hotel operations.
• Managed guest complaints and provided first-aid as required.
• Achieved Personal Alcohol Licence.
• Delivered guest activities including Rifle, Archery, Nordic Walking, and Aqua Aerobics.
• Completed pool plant training and managed water safety processes.
• Supported leisure administration including memberships and direct debits.

• Delivered coaching sessions for ages 3–16 across Chicago.
• Adapted coaching methods to different abilities, behaviours, and group dynamics.
• Taught teamwork, communication, discipline, and football fundamentals.
• Travelled weekly to new coaching sites, staying with host families.
• Achieved coaching targets across all age categories.

• Delivered high-quality guest service across multiple F&B and retail areas.
• Achieved perfect serve standards and supported stock processes.

• Managed daily operations of a busy entertainment-led bar (six nights weekly).
• Led a team of six, managing rotas, stock, payroll, and cash handling.
• Built a positive, reliable team culture focused on excellent service.

• Progressed from bar staff to Bar Manager through strong service and teamwork.
• Oversaw both bar and kitchen operations.
• Managed stock, cashing-up, and team training.
• Built a positive and collaborative team environment.