Rosie Topps
HITCHIN,Hertfordshire
Summary
Dynamic and commercially minded General Manager and Operations Director with 10 years’ experience driving growth, efficiency, and excellence within the hospitality industry. Proven success in navigating complex operational challenges — from Brexit and Covid-19 to the cost-of-living crisis — while maintaining profitability and team morale. Highly skilled in leadership, strategic planning, system implementation, and service innovation. Passionate about creating exceptional guest experiences, developing high-performing teams, and building sustainable, future-ready operations.
Overview
10
10
years of professional experience
Work History
General Manager & Operations Director
Los Reyes
Hitchin, Hertfordshire
04.2019 - Current
- Lead overall operations for a successful independent restaurant, overseeing front- and back-of-house performance, staff management, and financial performance.
- Navigated the business through major industry disruptions including Brexit, Covid-19, and the ongoing cost-of-living crisis, maintaining profitability and staff retention.
- Delivered a full digital transformation of operational systems including HR management, reservations automation, kitchen management software, and an integrated EPOS system, saving £1.5K annually.
- Personally trained all team members on system implementation, ensuring seamless adoption and operational consistency.
- Recruited, trained, and developed over 70 staff members, many of whom progressed into senior roles.
- Established and maintained strong supplier partnerships, negotiated contracts, and improved margin control.
Operations Manager
Los Reyes
Hitchin, Hertfordshire
06.2016 - 04.2019
- Oversaw day-to-day running of the restaurant, including staffing, scheduling, and financial management.
- Supported the General Manager in streamlining operations and enhancing customer service standards.
- Contributed to a 20% improvement in average spend per head through menu design and service innovation.
- Led recruitment, onboarding, and staff training programs to maintain consistent service quality.
Bar Team Member
Los Reyes
Hitchin, Hertfordshire
04.2016 - 06.2016
- Delivered exceptional service in a busy, high-quality hospitality environment.
- Developed strong product knowledge in wines and cocktails, contributing to increased sales performance.
Education
WSET Level 2 Award - Wines
Wine & Spirit Education Trust
WSET Level 1 Award - Wines
Wine & Spirit Education Trust
1st Class honours degree - English Literature and Media
Skills
- Strategic operations management
- Leadership
- Training and team development
- Cost control
- Digital transformation
- Systems implementation
- Food and beverage management
- Wine knowledge
- Customer experience excellence
- Stock management
- Supplier management
- Inventory management
- HR compliance
- Staff welfare
- Business continuity
- Crisis management
Accomplishments
- Finalist, International wine tasting competition – Major Spanish wine producer
- Successfully implemented multiple digital systems resulting in measurable cost savings and operational efficiency.
- Maintained consistent year-on-year revenue despite economic and industry-wide challenges.
- Built a culture of loyalty and excellence, reflected in long staff tenure and repeat customer base.
Custom Section
- WSET Level 2 Award in Wines, Wine & Spirit Education Trust
- WSET Level 1 Award in Wines, Wine & Spirit Education Trust
- 1st Class honours degree in English Literature and Media
- Ongoing professional development in leadership, hospitality operations, and business management
Hobbies and Interests
- Wine education and tasting
- Cooking
- Hospitality innovation
- Mentoring young professionals in the industry
- Travelling
- Spending time with my two children
Timeline
General Manager & Operations Director
Los Reyes
04.2019 - Current
Operations Manager
Los Reyes
06.2016 - 04.2019
Bar Team Member
Los Reyes
04.2016 - 06.2016
WSET Level 2 Award - Wines
Wine & Spirit Education Trust
WSET Level 1 Award - Wines
Wine & Spirit Education Trust