Mark Thorndycraft
Head of Hospitality Senior Operations Leader Resort & Hotel Operations @Warner Hotels
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WORK HISTORY
Head of Hospitality Senior Operations Leader Resort & Hotel Operations @Warner Hotels
Senior operational and commercial lead for a large‑scale, adults‑only resort, accountable for guest‑led service delivery across Food & Beverage, Events, and Retail Catering within a 337‑room environment.Provide site‑wide senior leadership, ensuring strong alignment between guest experience, commercial performance, and brand standards. Hold full P&L ownership, overseeing £16m EBITDA delivery, budget control, margin optimisation, cost mitigation, supplier performance, and KPI‑driven reporting. A key member of the Senior Leadership Team, contributing to strategic planning, crisis management, risk mitigation, and operational change.Lead the hotel‑wide duty management structure, ensuring leadership presence, governance, and operational continuity across 24/7 operations. Build and sustain a high‑performance, people‑first culture, with accountability for recruitment, succession planning, engagement, performance management, and employee relations, including investigations and disciplinaries.Champion operational excellence and guest experience innovation, continuously reviewing systems, service flow, and operating models to improve efficiency and consistency. Maintain audit‑ready governance across Food Safety, Health & Safety, EHO, and brand compliance, while providing visible, hands‑on leadership during peak trading, periods of change, and incident response.Key achievements include the successful launch of three restaurants, five bars, immersive drinks experiences, retail shop, and retail catering, expanding capacity through the introduction of a third lunch venue, and embedding Conference & Events operations into the resort proposition. Built and led a high‑performing leadership team, supporting 11% year‑on‑year growth through disciplined commercial focus, operational rigour, and a proactive safety culture.
EDUCATION
De Montefort University
Bsc Electronic Engineering Hons, Uncompleted
SKILLS
ABOUT MARK THORNDYCRAFT
Experienced Senior Hospitality Operations Leader with full operational and commercial accountability, leading high volume, multi outlet hotel and food & beverage operations. Oversee large scale teams across three restaurants, five bars, and two entertainment venues, consistently delivering outstanding guest experience alongside strong commercial performance.Demonstrated success in delivering exceptional guest experience, while driving revenue growth, margin improvement, and labour optimisation through strong P&L ownership, cost mitigation strategies, and commercial performance management. Highly experienced in budget forecasting, KPI performance dashboards, sales upsell and conversion, and food margin optimisation across peak trading periods and seasonal demand.A people first leader and active member of the Senior Leadership Team, known for building high performing hospitality teams through talent development, coaching and mentoring, employee engagement, and succession planning, while embedding a strong guest focused culture aligned to brand values and service excellence.Operate with a rigorous approach to operational governance, ensuring full compliance across food safety, allergen management, health & safety, brand standards, and audit ready operations, alongside experience leading HR processes, investigations, and risk mitigation.Proven ability to lead through change and crisis, successfully navigating operational disruption, maintaining service continuity, and safeguarding both guest and team wellbeing under pressure. Additional responsibilities include team transport logistics, systems and process improvement, and identifying new commercial opportunities through entrepreneurial and strategic thinking, supporting ongoing operational transformation and continuous improvement.Experienced Senior Hospitality Operations
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