Ed Pyke

Operations Director - Board Director at Simpson Travel

London, GB

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About

Caterer Acorn Award Winner 2013 An award winning multi-site operations director responsible for both UK based and remote overseas teams. Obsessed with delivering an amazing guest experience and comprehensive net promoter strategy ensuring a clear translation to commercial results. Leadership by a coaching, collaborative & consultative style to facilitate the development of staff and create local autonomy and engagement in decision making which drives a continuous improvement in guest experience. Able to identify guest needs and present appropriate company service offerings; demonstrates the ability to gain guest trust and provide exceptional follow-through both internally and externally, leading to increased repeat and referral business. Industry wide recognition for combating youth unemployment and inspiring young people into hospitality careers. Results driven and guest service strategy focused, a firm believer in a high standard of guest care bringing in repeat business. Specialities: Guest experience strategy, Customer journey mapping, multi site leadership, team engagement, training and development of staff, service recovery, team leadership, engagement strategy, procedure / policy creation, target setting and monitoring, relationship management, crisis management, health and safety strategy, budget accountability, youth unemployment and youth hospitality inspiration.

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Nov 2018 - Present

Simpson Travel

Operations Director - Board Director

November 2018: Enlarged role with company director responsibilities and the leadership of the pre-departure concierge team. Launch and leadership of the organisational sustainability, environment and responsible tourism agenda November 2020: Due to the impacts of Covid-19, the business has been restructured and I am now in a further enlarged role, running the business as one of three executive directors. Additional remit includes: Company HR, IT Infrastructure, Legal and Risk.

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Mar 2017 - Present

Simpson Travel

Operations Director

Simpson Travel is one of the UKs most respected specialist tour operators offering boutique hotels (both Simpson operated and owner managed), villas and apartments in some of the most spectacular and 'Road Less Travelled' areas of the Mediterranean. Service, knowledge and the ability to listen to our guests is our mantra and philosophy. Leadership and responsibility for all post sale operations, the customer experience and guest journey. I lead a team of 7 Operations Managers (across 6 countries) our Customer Service and Concierge team, our Loyalty Club team and 100 overseas team to deliver an exceptional holiday experience to our guests which, previously, has earned Simpson Travel Guardian, Observer, Telegraph, Conde Nast and British Travel awards. Key Achievements - Delivered 6% Net Promoter Score growth in the first year, 7% NPS Growth in year two and a further 4% in year three. Taking the business from same as comp set to 20% above - Delivered a 10% above comp set team engagement score measured by the introduction of the first company engagement survey, followed up by another increase of 7% in year two. - Identified large volume driving and high opportunity locations for extensive winter investment & Capex refurbishment program based on guest insight and feedback - Implemented new deep customer insight tool for use across all UK & Overseas teams - Implemented new safety management system and digital auditing & accident and incident tool in order to safeguard and provide due diligence for the business - Introduced formal pay for progression and objective setting process - Implemented structured leadership training program for overseas leaders delivered by external intervention - Implemented Hotel Brand Standards and Villa Brand Standards

Jun 2015 - Jan 2019

South Central Youth Ltd

Trustee / Non Exec Director

SCY is an innovative youth service situated in SW9, holistically supporting young people aged 12-19 years. We are creative and adapt our services to be original, delivering an unprecedented service to meet young people's needs. Our staff are approachable, supportive and help young people to develop their skills and to achieve more with their potential. http://www.sc-youth.co.uk/

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Jun 2016 - Mar 2017

Greene King

Head of Guest Experience

Driving the guest experience agenda to deliver the best possible experience across Greene King pubs, pub restaurants and hotels. Responsible for both post visit guest relations and for working with the MDs, Unit Directors and Ops Directors in Greene King on tactical, strategic and cultural guest experience improvement plans across the 16 different Greene King brands utilising a variety of interventions including auditing, brand standard & operational procedure design, L&D, people performance, internal comms, and innovation both technical and non-technical. · Led Hungry Horse guest experience strategy plan – strategy covered new brand standards, training and engagement, new daily operating procedures, innovation in ordering experience, incentives & reward, people review · Led Chef & Brewer guest experience strategy plan – strategy covered training and development, back of house serviceboard standardisation, rewards & consequences, innovation trials to improve team friendliness and service style, launch of complaint handling in house matrix, development of brand standards · Led migration plan of shut down of historic guest relations handling system and migration to new provider · Implemented new field ways of working on complaint handling, along with supporting packs and new reporting to drive focus of complaint handling in field operations · Rollout of Clarabridge insight data analytics portal to field operations · Scoped go forward efficiencies and guest relations strategy to drive productivity and complaint handling focus · Developed new blended guest scorecard for pubco NPS increased by 0.5% for total pubco during financial year 16/17

Dec 2014 - Sep 2016

The Springboard Charity & Springboard UK

London Advisory Board Member

London advisory board member to the Springboard Charity and member of sub committee on INSPIRE work experience program (2015) and became chair person of the INSPIRE committee (2016) Stepping down in Sept 2016 due to role change bringing national responsibilities outside of London.

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Nov 2015 - May 2016

Whitbread

Cluster General Manager - West London

An enlarged role from my previous, responsible for the multi site operational management and leadership of 12 hotels (£44 million turnover, 290 team, 35 managers) including all hotels in my previous role across Kensington and also including additional hotels in Sunbury, Twickenham, Kingston, Kew & Richmond. Interim responsibility for 5 additional hotels across Wimbledon & Croydon. Key Achievements: - Team engagement YOY increase of 6% - Guest F&B detractors at 3.8% beating target of 4.5% - YOY Cost per room sold reduction of in excess of £1 - Project managed revamp of internal hotel guest information boards for London estate - Project managed tactical and strategic reward and recognition schemes for London estate aligned to operational objectives - Kensington cluster achieved top fundraising cluster for Great Ormond Street 15/16 out of 120 clusters and acted as regional charity leader. - Project managed introduction of mentoring scheme for team members in conjunction with Springboard - Advisory board member to key national cluster manager leadership intervention - Coach in a Box - Advisory board member to the PI business change team - Introduction of various bold recruitment streams targeting disadvantaged people (working with Brixton Prison, Lambeth care team, Camden Society learning disability charity).

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Oct 2014 - Nov 2015

Whitbread

Cluster General Manager

Responsible for the multi site operational management and leadership of 5 hotels across Kensington, London (£24million turnover, 160 team, 15 managers) including operational excellence, team engagement, guest advocacy, revenue generation and cost accountability. Key Achievements: - Awarded the national Premier Inn Corporate Social Responsibility Award 14/15 - Good Together. - Kensington Team awarded HR in Hospitality 2015 award for Promoting Careers - Kensington Team awarded Springboard Award for Excellence 2015 in Employment Diversity - Created and impement work placement program for German students to support brand entry into Germany. - Driven large scale central investment into cluster to fix long standing issues. - Implemented internal refurb strategy to paint and get sites up to shape and in order within cluster. - Driven YOY improvements in team service scores - Passed internal Health and Safety Audits - Recruited and stablised mgmt teams at sites. - Recruited and inducted above headcount AOM and OM to support pipeline agenda for London. - Stabalised team turnover - Mentored and coaching other OMs/AOMs from outside the cluster - Supported Springboard work inspiration programmes - Hospitality Futures and Kickstart through training and work placements

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Oct 2013 - Oct 2014

Whitbread

Cluster General Manager

Responsible for the multi site operational management and leadership of 8 hotels across Bournemouth / Poole / Dorchester and Weymouth (£17 million turnover, 180 team) including operational excellence, team engagement, guest advocacy, revenue generation and cost accountability. Key Achievements: - Delivered 94% balanced scorecard - Launched Chef School in conjunction with SWRAC, local sector based work academy to provide pipeline for new chefs into the community via 8 week course on basic kitchen skills. - Cluster awarded "Highly Commended" Springboard Excellence Award 2014 for Attracting and Developing Young People. - Passed all internal health and safety auditing processes across all 8 sites - Delivered internal engagement mid year survey results above regional and organisation average - Reduced Team Turnover by 15% year on year - Promoted and developed 7 new managers into new positions - Improvement in guest service scores year on year - Reduction in complaint ratios year on year - Grew Revenue and Profit budgets year on year - Best cluster out of 120 in the organisation for fundraising for Great Ormond Street Hospital - Delivered double amount of apprenticeships vs organisational targets - Delivered double amount of work placements and school placements vs organisational targets - Held first Big Hospitality Conversation to take place in a Premier Inn (April 2014) and engaged with local community on youth unemployment, re-writing and shaping the community manifesto.

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Jan 2013 - Oct 2013

Whitbread

New Site Opening General Manager

Responsible for the operational pre-opening project management including recruitment and selection of team and operational leadership of a 234 bed hotel at London Waterloo (Westminster Bridge) which opened on 4th March 2013. Key Achievements: Highlights from the opening include working with local charities that focus on bringing the long term unemployed back into work and charities that work to get young people (aged 18-24) without education engaged in hospitality to produce a hotel of which nearly 70% of the roles have gone to people from these backgrounds. The following video highlights some of these amazing opportunities created http://www.youtube.com/watch?v=9NKWglomnCQ We also raised £2.6k for Great Ormond Street Hospital through a variety of pre-opening activities (beating a target of £1k). We have achieved 100% occupancy nights within 2 weeks of opening, and within the first two months beat our occupancy targets by 13-14% resulting in beating revenue budget coupled with beating guest service targets and passing both our guest promise and health and safety opening checks.

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Nov 2011 - Jan 2013

Whitbread

Operations Manager

Responsible for the 314 bedroom flagship Premier Inn London County Hall hotel with on site restaurant in central London generating £15 million a year in revenue and leading 110 team members.

Oct 2011 - Oct 2011

Canvas Holidays, Wyndham Worldwide

Canvas Life Consultant

Health and Safety / Product consultation for new start up brand.

Nov 2008 - Sep 2011

Canvas Holidays, Wyndham Worldwide

Regional Operations Manager

Responsible for all Product / Service Delivery and Operations in Southern Europe

Feb 2008 - Nov 2008

Canvas Holidays, Wyndham Worldwide

Area Manager

Responsible for Product / Service Delivery and operations within a section of France.

Mar 2007 - Sep 2007

Holidaybreak Plc

Overseas Site Manager

Responsible for Product / Service Delivery and Operations on a single site in France.

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