MARCIO TOSTES
London,UK
Summary
A commercially astute and results-driven Operations Manager with extensive experience delivering exceptional service standards across multi-site luxury, high profile and high-volume hospitality environments. Proven ability to lead large, diverse teams, optimise operational performance and enhance guest experiences in fast-paced, premium settings. Skilled in driving efficiency, implementing robust SOPs and elevating service delivery through a hands-on leadership approach and strong attention to detail. Demonstrates a consistent track record of improving KPIs, managing complex stakeholder relationships and overseeing multi-million-pound operations with full accountability for budget, compliance and performance outcomes. A strategic yet highly operational leader, adept at developing high-performing teams, resolving complex challenges, and aligning business objectives with brand excellence.
Overview
12
12
years of professional experience
Work history
OPERATIONS MANAGER/ HEAD OF RETAIL
Bovingtons - Rhubarb Hospitality - OVG Group
London, UK
01.2025 - 01.2026
- Managed multi-site hospitality operations at London Museum of Docklands, Fulham Palace, Dulwich Picture Gallery (including a new opening 2sd site), Nonsuch Mansion, Little Ship Club (private members), Leighton House Museum and Flotsam & Jetsam - ensuring consistent service standards and guest satisfaction.
- Led and developed General Managers through structured appraisals, setting clear performance goals aligned with service excellence.
- Implemented health, safety, and compliance standards to create safe, welcoming environments for guests and staff.
- Resolved operational challenges efficiently, identifying root causes and improving service delivery.
- Built strong relationships with clients and stakeholders, enhancing collaboration and overall guest experience.
- Monitored site performance through regular KPI reviews, driving improvements in service quality and customer satisfaction.
- Developed and implemented SOPs to ensure consistency, clear communication, and high standards of hospitality across all sites.
- Supported teams in delivering seamless day-to-day operations, maintaining a focus on quality, efficiency, and guest engagement.
MULTI-SITE CORPORATE GENERAL MANAGER - B2B/B2C
Paul UK
London
11.2019 - 12.2024
- Awarded Best Personal Development across the company in 2022 and 2023, recognising leadership growth and operational impact.
- Selected for an 18-month Highflyer Programme, developing expertise in commercial performance, business analysis, and operational strategy.
- Managed 24-hour bakery operations supporting corporate clients, retail outlets, ensuring consistent product quality and service delivery.
- Led and developed management teams through structured appraisals, succession planning, and targeted development initiatives.
- Acted as a key contact for the Centre of Excellence, supporting the development of future General Managers and senior leaders.
- Maintained and strengthened relationships with high-profile clients, including Apple Inc. and Saatchi Gallery, ensuring high service standards and long-term retention.
- Produced and analysed daily operational and sales reports to drive performance improvements and enhance customer experience.
- Oversaw high-volume, fast-paced operations, ensuring efficiency, consistency, and a strong focus on quality and guest satisfaction.
MULTI-SITE GENERAL MANAGER - NEW OPENING
Arabica Bar and Kitchen
London
08.2016 - 11.2019
- Led the implementation of new operational systems across the business to support expansion, including F&B platforms, workforce planning, payment systems, and invoice reconciliation.
- Directed the successful launch of a flagship site at Coal Drops Yard for Arabica, building on the success of its original location in Borough Market.
- Managed and developed a team of 60+ staff, fostering a high-performance culture focused on service excellence and consistency.
- Reviewed and upgraded equipment and fire risk assessment (FRA) standards across the business, ensuring compliance and a safe guest environment.
- Worked closely with the founder, contributing to strategic decisions and operational growth of the brand.
- Maintained and upheld standards aligned with Michelin Guide expectations, ensuring exceptional food quality and guest experience.
GENERAL MANAGER - NEW OPENING AT BAKER STREET
YO! Sushi
London
07.2014 - 08.2016
- New site opening in London Baker Street after successfully running a site at London Harvey Nichols
- Led the successful opening of a new site on Baker Street, following strong performance at Harvey Nichols, ensuring a seamless launch and consistent brand standards.
- Produced and analysed daily operational and sales reports, driving informed decision-making and continuous improvement.
- Improved productivity and operational efficiency while maintaining high standards of quality and service delivery.
- Managed, trained, and developed a team of 30 staff, fostering a motivated and high-performing hospitality environment.
- Developed and executed quarterly business plans, aligning short-term goals with commercial performance and resource planning.
- Led marketing, advertising, and community engagement initiatives, adapting strategies to meet evolving customer demand and increase footfall.
- Oversaw full recruitment lifecycle, including hiring, training, performance management, and ongoing staff development.
Education
Bachelor - Business and Logistics
Advanced Apprenticeship - Business Management
Skills
- Budget management, cost control and P&L accountability
- KPI analysis and performance optimisation
- Delivery of premium, brand-aligned guest experiences
- Service standard implementation and quality assurance
- Client and stakeholder relationship management
- Senior team leadership (General Managers & department heads)
Operations & Commercial Management
Luxury Guest Experience & Service Excellence
Leadership & People Development
- Talent development, succession planning, and coaching
- Performance management and appraisal frameworks
- SOP development and operational standardisation
- Logistics planning and workflow enhancement
- Cross-functional collaboration across corporate and retail environments
- Fluent in English (C2) and Portuguese (native)
Process Improvement & Compliance
Communication & Professional Presence
LANGUAGES
Portuguese: First Language
Native
English: C2 Proficient
Fluent
HOBBIES AND INTERESTS
Professional swimmer, Violinist, Cooking, City break
Timeline
OPERATIONS MANAGER/ HEAD OF RETAIL
Bovingtons - Rhubarb Hospitality - OVG Group
01.2025 - 01.2026
MULTI-SITE CORPORATE GENERAL MANAGER - B2B/B2C
Paul UK
11.2019 - 12.2024
MULTI-SITE GENERAL MANAGER - NEW OPENING
Arabica Bar and Kitchen
08.2016 - 11.2019
GENERAL MANAGER - NEW OPENING AT BAKER STREET
YO! Sushi
07.2014 - 08.2016