Summary
Overview
Work History
Education
Skills
Timeline
Volunteer

Lisa Avril

HR People and Culture Manager
Cheshunt,Hertfordshire

Summary

A perceptive and experienced leader with extensive experience in hiring, training and the development of employees and business cultures.

Keen in improving the succession planning and employee experience and devoted to provide an impactful and creative workplace whilst fostering a forward thinking environment for employees and company alike.

An approachable, encouraging and informative leader who can adapt to different situations and environments.

Overview

31
31
years of professional experience
3
3
years of post-secondary education

Work History

Head of People and Culture

Birch
Cheshunt, Hertfordshire
04.2020 - Current
  • Working closely with the owners I set up all human resources related policies and procedures for the company in line with a new culture requirement for the business.
  • Wrote developed and implemented a new lifestyle business people and culture strategy which led to the Financial Times Hotel of The Year award 2020 and STS Employer of the Year Award 2023.
  • Implemented recruitment and training to achieve the people strategy.
  • Ensured that current team members from the previous company were able to transfer seamlessly into a new business culture.
  • Organised delivery of specialised training in liaison with external service providers.
  • Implemented the Flow hospitality training system to Birch.
  • Created training programmes to achieve key organisational objectives.
  • Paired individuals with internal staff to encourage peer-to-peer development.
  • Implemented new wellbeing, diversity and inclusion policies to meet wider business goals.
  • Advised individuals on career progression plans to achieve status and pay growth.
  • Recruited talented educators to improve in-house training programmes.
  • Mentored individuals to build upon current strengths and develop new job skills.
  • Devised and implemented training and development programmes to achieve individual and company wide goals.
  • Undertook community work in liaison with the local community, developed a Ukrainian hub to assist those from the Ukraine to gain work, learn English and better use their talents.
  • Worked with local schools to give work experience to those with learning difficulties.
  • Worked in a team of two to manage the health and safety of the site, and also implement the Alert 65 health and safety system.
  • Holder of a personal license

Human Resources Manager

Theobalds Park Op Co Ltd
Cheshunt, Hertfordshire
12.2018 - 04.2020
  • Answering to the owners of the company and then to the newly appointed Operations Director, I managed the implementation of the Access HR Systems and also implemented all basic HR systems and policies.
  • Monitored in-house HR trends to assess company performance against KPIs.
  • Kept managers and employees updated on a wide range of employment relations related to performance, attendance and discipline.
  • Wrote and implemented all employee contracts and wrote the company handbook.
  • Managed and mentored the senior heads of department in all relevant HR practices and training.
  • Managed and implemented the recruitment, onboarding and employee life cycle process.
  • Managed leavers processes, end-of-probation reviews, changes to appointments and termination of fixed-term contracts.
  • Devised training programmes for new and existing employees.
  • Eliminated discrimination and harassment risks by investigating internal allegations and implementing corrective actions.
  • Partnered with management to establish workplace safety curriculum for training and education purposes.
  • Advised senior management on employee corrective actions.
  • On the board of managers responsible for health and safety of the site.

HR Training and Development Manager

DeVere and Verve Venues
Waltham Cross, Hertfordshire
09.2016 - 12.2018
  • Whilst managing the Tescos Training Academy on site, I also managed the day to day HR for the site and completed all employee training.
  • Monitored success and progress of employees and provided additional assistance in areas requiring improvement.
  • Implemented innovative training methods through simulations, role-plays and gamification to maximise overall employee engagement.
  • Aligned training programmes with corporate objectives, meeting established metrics to drive growth.
  • Optimised quality of training content by incorporating input from external talented trainers.
  • Developed individual learning plans for continued training.
  • Integrated improved onboarding programmes to acclimate new employees to company culture, values and policies.
  • Boosted employee performance, developing plans to facilitate cross-training between departments and roles.
  • On the health and safety board as a health and safety officer for the site.

Operations Manager

DeVere Venues
Cheshunt, Hertfordshire
04.2010 - 09.2016
  • Managed all heads of departments across the hotel, ensuring that the day to day operation of the business ran smoothly.
  • Deputised for the general manager in their absence.
  • Reduced costs and improved operations by analysing processes and customer feedback.
  • Supervised daily operations, acting as point of contact for any queries or obstacles.
  • Minimised discrepancies by effectively training employees on best practices, policies and procedures.
  • Led overall direction, coordination and evaluation of department functions.
  • Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
  • Established and communicated daily priorities to guide team activities.
  • Headed all HR functions within the property, answering in to a head office HR Director.
  • Developed, recommended and implemented strategies to improve employee work quality and speed.
  • Noted employee absences and grievances, and improved team development and performance with right training.
  • Led and coached team leaders to meet performance targets and deliver operational excellence.
  • Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
  • Liaised with management to align daily operations with overarching priorities.

Hotel Deputy General Manager

Initial Style Conferences
Cheshunt, Hertfordshire
11.1998 - 04.2010
  • Managed all heads of departments across the hotel, ensuring that the day to day operation of the business ran smoothly.
  • Deputised for the general manager in their absence.
  • Supervised daily operations, acting as point of contact for any queries or obstacles.
  • Led overall direction, coordination and evaluation of department functions.
  • Established a communication schedule for daily priorities and function meeting to guide the team in daily and forecasted operations.
  • Headed all HR functions within the property, answering in to a head office HR Director.
  • Trained all team members in company wide training programmes and assisted in training across multiple sites.
  • Liaised with management to align daily operations with overarching priorities.
  • Directed maintenance staff to keep facility and grounds at optimum standards.
  • Developed and implemented hotel-wide policies and procedures to increase revenue.
  • Directed bar, restaurant and room service activities to promote sales and guarantee customer satisfaction.
  • Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
  • Facilitated corporate functions, conferences and other large scale events.
  • Delivered stringent health and safety compliance across hotel departments.

Food and Beverage Manager

Style Conferences
Waltham Cross, Hertfordshire
06.1996 - 11.1998
  • Introduced functions and events to the business, and built a function and food and beverage team.
  • Ran events from show round to execution and cleardown including over 80 weddings per year, multiple conference and training clients and special events.
  • Trained the company on different types of service including restaurant service and silver service principles.
  • Identified and maximised upselling opportunities to increase sales and profits.
  • Delivered functions and events to required standards in collaboration with events coordinator.
  • Assisted management in conducting annual staff appraisals with team members working within their area of responsibility.
  • Maximised company profits through rigorous analysis and control of both portioning and wastage.
  • Monitored and authorised staff clock-in and clock-out procedures.
  • Led F&B team to champion customer service and consistently elevate food presentation standards.
  • Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
  • Prepared rotas to achieve stable coverage while minimising payroll costs.
  • Recruited and trained high-performing team members to deliver faultless customer care.
  • Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
  • Gave direction for correct storage and disposal of food in line with company policies and procedures.
  • Trained new joiners in food regulatory compliance and company standards by delivering on-the-job and mandatory training.
  • Operated and maintained security of Point of Sales (POS) system.

Executive Head Housekeeper

Marriott Hotel Hanbury Manor
Ware, Hertfordshire
05.1995 - 04.1996
  • Took the hotel through BAM (becoming a Marriott) process.
  • Ensured operational efficiencies during high volume periods by assisting housekeeping team members in a hands on approach.
  • Interviewed, recruited and mentored new hires to successfully pass their probation period.
  • Consistently exceeded safety audit goals, conducting random room inspections to verify execution of tasks to quality standards.
  • Planned, monitored and controlled housekeeping budgets, consistently meeting performance targets.
  • Drove continuous improvement of service quality, establishing measurable performance and development goals for each team member.
  • Managed and supervised a team of housekeeping team members to consistently exceed guest expectations.
  • Facilitated smooth day-to-day operations, coordinating with reception and reservations to ensure impeccable service delivery.
  • Maintained optimal staffing levels by accurately assessing staffing needs and developing maximally effective shift schedules.
  • Created a safe environment for guests and staff, verifying all cleaning materials were used and stored in compliance with COSHH regulations.
  • Trained housekeepers on cleaning best practices, and methods.
  • Inspected rooms to confirm quality and attention to detail met brand standards.
  • Delegated tasks and briefed staff on shift requirements to meet KPIs.

Housekeeping Office Co-Ordinator

InterContinental Hotel
London, London
01.1994 - 04.1995
  • Took over management of the top floor of the hotel as senior Housekeeper in charge of the Royal Jordanian family each time they were in London, who required individual attention from a limited number of people, who were specified by name.
  • Coached housekeeping staff to effectively plan and deliver on targets.
  • Worked with front desk staff to respond promptly to guest requests, maximising customer satisfaction.
  • Worked with guests and floor housekeepers to ensure rooms were prioritised and returned to the desk in a timely manner.
  • Completed shift reports for smooth handovers and back of house operations.
  • Managed team schedule to deliver cleaning consistent with check-in and departure times.
  • Managed cleaning product stock in line with COSHH regulations.
  • Delegated tasks and briefed staff on shift requirements to meet KPIs.

Food and Beverage Assistant

The Churchill Hotel
London, London
06.1993 - 01.1994
  • Worked across all food and beverage areas including the signature restaurants, bars and lounge.
  • Completed daily set up and pack down duties, cash counting and stock replenishing.
  • Maintained thorough food, drink and menu knowledge, providing expert assistance with customer selections.
  • Provided first-class customer care through helpful, friendly service.
  • Warmly greeted customers upon arrival, minimising wait times to improve restaurant experiences.
  • Demonstrated high standards of customer service to take and deliver accurate food, cocktail and coffee orders.

Education

HND in Hotel Management & Institutional Operations - Hotel Management

Westminster Kingsway College
London
09.1989 - 06.1992

GCSEs - Multiple

Goffs School
Waltham Cross

Skills

  • Lifestyle People Culture
  • Coaching and Mentoring
  • Confident Communicator
  • Leadership
  • Team Building
  • Programme Development

Timeline

Head of People and Culture

Birch
04.2020 - Current

Human Resources Manager

Theobalds Park Op Co Ltd
12.2018 - 04.2020

HR Training and Development Manager

DeVere and Verve Venues
09.2016 - 12.2018

Operations Manager

DeVere Venues
04.2010 - 09.2016

Hotel Deputy General Manager

Initial Style Conferences
11.1998 - 04.2010

Food and Beverage Manager

Style Conferences
06.1996 - 11.1998

Executive Head Housekeeper

Marriott Hotel Hanbury Manor
05.1995 - 04.1996

Housekeeping Office Co-Ordinator

InterContinental Hotel
01.1994 - 04.1995

Food and Beverage Assistant

The Churchill Hotel
06.1993 - 01.1994

HND in Hotel Management & Institutional Operations - Hotel Management

Westminster Kingsway College
09.1989 - 06.1992

GCSEs - Multiple

Goffs School

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Lisa AvrilHR People and Culture Manager