Name: Mike Hart
Role: General Manager, Burleigh Court and Holywell Park
Favourite quote: "Great leaders are not the best at everything. They find people who are the best at different things and get them all on the same team."
In his own words: Full of energy, runs one hundred miles an hour, multiple conversations in one and forgets to come up for air! However, when you can understand me: I am very positive, loyal, supportive, always have a solution, and will push for success in everything we do. In my head, I am on a mission and a part of MI6. (Mike's been watching too many films….)
How long have you worked in hospitality?
Started my hospitality buzz at the age of 15 washing pots in a local café. I then moved front of house making coffees and serving on tables. This moved onto working at Finess First Health Club on reception, customer service to then doing 6 months in sales selling memberships before I went it Uni. I studied International Hospitality Management at the University of Huddersfield and apart of my degree was working in America just short of 2 years working with Marriott International. Here I worked front of House as a Customer Service Supervisor. It was this time in America and working for Marriott that gave me the passion for Customer service. Once graduated I started my career with Devere Hotels, I worked at Oulton Hall Spa and Leisure hotel in Leeds as a food and beverage supervisor, shortly after I was promoted to restaurant manager and then again to Venue manager looking after the restaurant, functions and weddings and the golf club house. After 3 years with Devere I then started my next chapter with Q hotels. I moved to Nottingham to become the Food and Beverage Manager. Me and the team had many successes here we became a department of excellence for other restaurants within the collection. After 3 year I then wanted to step out of my comfort zone and try something slightly different. I got approached to run a rosette restaurant and function, event space in Derby as a General Manger. Masa restaurant and wine bar. This role allowed me to sell and run weddings, function as well as running the restaurant and bar. I loved my time here but after a year I missed being around a large team and around a hotel setting. Our best highlight here was winning restaurant of the year. This was an amazing result for our team. I then took the Job at the one and only Burleigh Court Hotel. I started my journey as customer relations manager, after a few years I supported the food and beverage department as food and beverage manager, leading to the role front of house manager looking after, reception, conferencing and housekeeping. I then became the venue manager for Burleigh Court Hotel and Holywell Park conference centre and to date holding the title of General Manager. 7 years has gone very quick. Time flies when you are having fun!
What does your role as General Manager involve?
Quite simply leading from the front ensuring our team and guests are happy on a daily basis. Sometimes have to crunch the odd number or two but being the face everyone can turn to and feel supported.
“The role of a hotel general manager is like a Swiss Army knife – you must solve problems and accomplish whatever tasks are at hand." Bill Marriott
What does your typical day involve?
Saying hello to the team, attending daily meetings, meeting and communicating to guests, supporting the operation where needed, dealing with any situations that may occur on the day, celebrating and rewarding success, service recovery and communicating with unhappy guests, planning, project meetings.
Great leaders are not the best at everything. They find people who are the best at different things and get them all on the same team.
What are your hopes for your role/the department?
To be the very best hotel and operation that we can be. The sky is the limit! To be the hotel that everyone looks to, wants to be, wants to work for, and wants to do business with.
Give us an interesting fact about yourself.
I am a really posh scouser!
(By that, he really means he's from the Wirral!)
Which of Imago's 6 values are most important to you?
Ambitious. I feel it is very important to have ambition in your work life and also your personal life. It doesn’t always need to be big things, but I feel it’s important to have a plan and focus. More importantly, you are only here for a short period of time so you have to make the most of everything! If you want something you have to go and get it!
What makes Imago a place where you love to be?
The team and freedom to deliver exceptional service.
