Russ Crosbie
Chelmsford,Essex
Summary
Focused General Manager with impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Adept at project planning and managing multiple accounts at once. Dedicated to improving company sales goals and meeting business objectives.
Organised and dependable. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Customer-oriented, with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Detail-oriented in managing pub operations, maximises profitability and provides excellent customer service. Skilled in inventory management and staff scheduling. Builds and maintains positive relationships with customers and employees.
Thrives on responsibility and executes tasks with passion and a desire to exceed expectations.
Constantly delivers on KPI's and delivering a positive P&L for each period.
Maintains YOY growth and and MAT statistics.
Deputised for AOM at regional meetings and delivered 'Christmas' for all sites within an area as senior GM.
Adept at presentations, using technology to engage an audience and supporting associates throughout their learning. Results-driven, ambitious and competitive business leader focused on transformative leadership and continuous improvement to drive growth and maximise profits. Tenacious GM ready to take on an AOM role, meet goals and surpass expectations.
Overview
1
1
Certification
7
7
years of post-secondary education
27
27
years of professional experience
Work history
General Manager (Area Lead)
Marstons PLC
Upminster, Essex
2021.10 - Current
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Forecasted sales trends to plan team resourcing.
- Consistently arrived at work on time and ready to start immediately.
- Processed invoices and payment runs with complete accuracy.
- Reviewed customer history to recommend appropriate products and services.
- Leveraged strategic networking to create new business opportunities.
- Kept appropriate stock levels to match expected demand.
- Increased customer satisfaction by resolving issues.
- Designed digital and print materials to engage audiences.
- Served customers to drive sales and deliver top-quality experiences.
- Stayed current on processes and procedures to offer relevant assistance.
- Generated Key Performance Indicator reporting to drive better performance.
- Handled chemicals and waste in line with COSHH regulations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed duties to deliver on targets with accuracy and efficiency.
- Completed required safety training programmes for Compliance purposes
- Led a comprehensive in-house focused training for both front and back-of-house team members.
- Led area Christmas planning, organisation and execution
- Created course materials and training manuals to meet specific training needs.
- Identified knowledge and training gaps and implemented training to boost service delivery.
- Drove continuous improvement by harnessing training opportunities, including bespoke Personal Improvement Plans.
- Wrote and disseminated training handouts.
- Completed ongoing staff training sessions.
- Completed company leadership training programme.
- Completed safety training and certifications.
- Oversaw staff training for all employees, ensuring all staff training was up-to-date.
- Performed training needs analysis to successfully identify knowledge gaps and develop maximally effective training initiatives.
- Created presentations and documents to deliver training.
- Engaged in team discussions, meetings and training.
- Participated in training events, meetings and briefings at AOM level
- Independently managed recruitment, employee motivation and training.
Retail Operator (Marstons PLC)
Self Employed Position
Romford, Essex
2019.05 - Current
- Business owner responsible for the employment and remuneration for all Team Members.
- Operated under the business model, offer and partnership with Marstons PLC.
- Developed organisational policies for administrative oversight and internal controls.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Drafted procedural statements and guidelines for all Team Members
- Organised financial and operational data to help with yearly budgeting and planning.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Increased revenue by upselling and recommending products.
- Displayed energy and enthusiasm in fast-paced environment.
- Served customers to drive sales and deliver top-quality experiences.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Matrix Entertainments & Events (Owner)
Self Employed
ROMFORD, Essex
2000.01 - Current
- Liaised with venues, caterers, and entertainment providers to schedule events in alignment with availability.
- Gathered post-event client feedback and evaluated results to inform future planning.
- Worked with day-of event staff to minimise delays and disruptions using critical thinking skills to solve unexpected issues.
- Marketed events online using Google, Facebook and Instagram Ads.
- Consulted with clients to gather information and discuss event vision.
- Coordinated event staff workflow and delegated tasks to maintain seamless flow of events.
- Reworked complex schedules and calendar plans to meet unexpected changes or demands.
- Arranged and coordinated catering and signage with external providers.
- Prepared commercial venues ahead of large-scale events.
- Followed up with previous clients to verify satisfaction and seek out new event planning opportunities.
- Reviewed budget and cost estimates to monitor expenditures and increase revenue.
- Brought client visions to fruition, working with diverse industry vendors to bring top-quality service.
- Oversaw smooth running of events by clearly communicating and delegating across multiple teams.
- Managed large-scale events (>3000) from initial planning to successful completion.
- Negotiated costs with suppliers to meet client event budgets.
- Explained event packages, options and prices clearly to customers.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
Pub Landlord (Tenancy) Shepherd Neame
Self Employed
Chelmsford, Essex
2016.10 - 2024.01
- Monitored bar expenses and operations to minimise costs.
- Identified and addressed underperformance and non-compliance.
- Delivered in-depth training to customer-facing staff, promoting strong service performance.
- Recruited and trained high-performing team members to deliver faultless customer care.
- Sought out and implemented methods to improve service and team performance, boosting business sustainability with continuous enhancements.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Guaranteed proper cash management, sales measurement and cash-up processes for operational standards.
- Led by example in providing customers with attentive, professional restaurant service.
- Optimised customer experience by implementing exemplary service standards.
- Maintained safe working and guest environments, reducing injury and incident risks.
- Organised special events and functions and corporate lunches.
- Protected brand image by delivering exceptional bar presentation and maintenance.
- Liaised with kitchen teams to develop innovative, seasonal menus for maximised customer appeal.
- Monitored restaurant performance to identify and implement improvement initiatives.
- Grew restaurant profits through improved marketing and staff development initiatives.
- Executed prompt, precise drinks service at high-capacity events, minimising customer waiting times.
- Oversaw line cleaning and cellar management.
- Ordered beverage and equipment stock by analysing sales and customer trends.
- Interviewed, hired and trained staff on best bar practices, maintaining highly efficient service teams.
- Generated Key Performance Indicator reporting to drive better performance.
- Managed on-site evaluations, internal audits and customer surveys.
Education
O Levels (11 Total) - Options & Compulsory Subjects
Red Court Secondary School
Harold Wood, Havering 1982.09 - 1987.06
A Level (Humanities, Maths & Science) - Physics, Geography, Computer Science
Havering Technical College
Hornchurch, Havering 1987.09 - 1989.06
Skills
- Operational support at Area Level
- Relationship building at site and Area level
- Profit and loss analysis Full Opstat responsibility
- Strategic planning to deliver business plans and KPI's
- Cost reduction and containment including flex budgeting and labour control
- Multi-site operations
- Problem-solving
- Marketing
- Team building
- Social media marketing
- Communication skills
- Leadership
- Drinks upselling
- Customer-focused
- Time management
Affiliations
- Music, DJing and Event Production
- Town Councillor and Chair of Leisure & Events Committee
Accomplishments
Queens Scout Award - Presented by HRH The Queen
Duke of Edinburgh Gold Award - Presented by HRH The Duke of Edinburgh
Buckingham Palace Garden Party Escort to HRH The Queen
Scout leader to World Jamboree (Australia)
Certification
BTec Level 3 Hospitality & Catering
Timeline
General Manager (Area Lead)
Marstons PLC
2021.10 - Current
Retail Operator (Marstons PLC)
Self Employed Position
2019.05 - Current
Pub Landlord (Tenancy) Shepherd Neame
Self Employed
2016.10 - 2024.01
Matrix Entertainments & Events (Owner)
Self Employed
2000.01 - Current
A Level (Humanities, Maths & Science) - Physics, Geography, Computer Science
Havering Technical College
1987.09 - 1989.06
O Levels (11 Total) - Options & Compulsory Subjects
Red Court Secondary School
1982.09 - 1987.06