Matthew Maylin
Henlow,Bedfordshire
Summary
Starting as a Porter at Champneys, I progressed through various roles to become Operations Manager, gaining a wide range of experience in hospitality operations, customer service, and leadership. In this role, I oversee daily operations, ensuring seamless coordination across departments to enhance guest experiences. My background in Front of House refined my communication and problem-solving skills, while transitioning into management strengthened my leadership and strategic thinking across the property. I have implemented efficiency-driven initiatives, optimized departments structures, and fostered a high-performing team environment. Adaptability and resourcefulness on the Champneys business have been key to maintaining smooth operations and driving progress.
Overview
7
7
years of professional experience
Work History
Operations manager
Champneys
Henlow, Central Bedfordshire
08.2018 - Current
- Oversee daily operations to ensure smooth business functions and resolve issues efficiently.
- Manage payroll and revenue forecasting to optimize financial performance.
- Lead recruitment, training, and development of the front-of-house and maintenance teams.
- Analyze monthly P&Ls to identify cost-saving opportunities and drive revenue growth.
- Handle guest complaints professionally to ensure satisfaction and retention.
- Ensure compliance with health & safety regulations, conducting regular H&S meetings.
- Act as a brand ambassador, upholding company standards and enhancing staff morale.
- Raise purchase orders and coordinate contractors on-site for maintenance and upgrades.
- Organize events to enhance guest engagement and business visibility.
- Trusted by directors to oversee and implement key operational systems, including:
- Table management system
- Maintenance management system
- New payment method across all Champneys properties, addressing revenue loss resulting in £20,000 saved per month across the group.
- Continuously improve guest experience, both in the resort and through digital platforms.
Education
GCSEs -
Hitchin Boys' School
Hitchin, Hertfordshire /2010 - /2015
Skills
- Revenue forecasting
- Staff leadership
- Health and safety compliance regulations
- Operational efficiency improvement
- Technology integration
- Event planning
- Employee training and development
- Property maintenance coordination
- Customer complaint handling
- Staff rota management
- Revenue analysis
- Food and beverage knowledge
- GDPR awareness
- VIP guest handling
Qualifications
- Emergency First Aid at Work
- Level 3 Food Safety
- Level 3 Pool Plant Operator
Key Skills & Attributes
- Highly driven and proactive
- Strong problem-solving and leadership skills
- Friendly and approachable with excellent communication skills
- Efficient and well-organized with a ‘can-do’ attitude
Timeline
Operations manager
Champneys
08.2018 - Current
GCSEs -
Hitchin Boys' School
/2010 - /2015
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