Regional Operations Director. Legacy Hotels & Resorts.
With over 25 years of wide ranging hospitality experience, Karen has worked in many areas of the hotel industry from AA Red Star Country House Hotels to larger resort style operations.
Karen’s career began in the luxury hotel sector moving through all departments from restaurant through to front of house and general management in prestigious hotels such as Ynyshir Hall Hotel, Cromlix House Hotel and Bowood Hotel, Spa & Golf Resort. Karen jointly managed the full refurbishment and relaunch of Northcote Manor in North Devon before successfully refurbishing and opening of her own restaurant with husband/chef in East Devon prior to joining AA Hotel Services as Hotel and Restaurant Inspector.
Karen joins Legacy Hotels and Resorts from Best Western Hotels after 5 years where she moved from Business Liaison Manager to Senior Commercial Account Manager (CAM’s) where she account managed her own region within the South of England including Central London whilst leading the team of CAMs who deliver business development and revenue services to its hotel members.
With operational responsibility for a portfolio of hotels across the group Karen is responsible for supporting and driving the commercial objectives of each business unit whilst delivering group wide initiatives around enhancing standards and improved customer sentiment.
Director of Human Resource and Development and Personal Assistant to the Chief Executive Officer and Managing Director
For over 15 years, Teena has been supporting the Directors of Legacy Hotels & Resorts previously in a regional capacity within Macdonald Hotels and at the conception of Legacy Hotels & Resorts. As a main board Director, Teena is responsible for corporate administration and compliance, group contracting, company secretariat and human resource administration.
Group Revenue and Distribution Manager
Tori has a background in Front of House Management, Meetings & Events, Reservations and Revenue Management across both branded and un-branded portfolios.
Tori’s career experience to date includes Hilton Group, Paragon Hotels & Macdonald Hotels & Resorts before joining Legacy Hotels & Resorts soon after its inception as Revenue Manager at the Falcon Hotel, Stratford upon Avon.
In 2007 she took on her group role and today is responsible for Revenue, Sales & Distribution across the Legacy portfolio.
Tori’s role involves implementing revenue management strategies and processes in our client hotels, in order to optimize and maximize its revenues. To develop and implement sales and marketing strategies for the hotel to ensure revenue and room night sales goals are achieved, sales and marketing strategies are set, tactical plans are created and implemented, and results are monitored and achieved. She also manages the Groups and Conference departments with enquiry handling to ensure the correct decisions are made when quoting and displacement analysis have been reviewed and considered.
Additionally Tori is responsible for account managing key marketing preferred partnerships on behalf of the hotels. She also manages the Legacy Group voice and web central reservations, GDS distribution platform including managing the RFP process and working with key Affiliate Partners, Tori maintains high visibility of the hotels within the group through all marketing communication in respect to social media channels including Twitter, Facebook, Pinterest & Instagram. She delivers Legacy’s e-marketing programme, maintains Legacy’s marketing database and takes care of the maintenance of the Legacy website, updating content and managing the creation of new promotional pages and offers.
Tori manages the planning and delivery of group marketing campaigns, reviews all market research and competitor analysis to include the tracking, testing and ROI reporting on the campaign performances.
Tori also delivers training plans into the hotels under Legacy’s management which includes revenue management, reservations call handling and effective sales training and enquiry conversion.
Group Revenue & Distribution Assistant
Robbie has a background in hotel front office management, meetings & events operations and co-ordination, reservations and revenue management. Robbie joined the group at The Falcon Hotel, Stratford-upon-Avon in 2007 initially as Reception Manager before moving to a Sales Office Managers role in September 2008. Robbie progressed into a role within group revenue and distribution management in 2012.
Robbie is responsible for the account management and maintaining the groups/hotels brand integrity on-line via third party and partner websites.
Robbie produces revenue reports from all third party channels and analyses data to work with the hotels to set action plans to drive revenue and improve rooms yield and RevPAR. He liaises and supports the Legacy Central Reservations Call centre team to ensure high standards of customer service are monitored and maintained, assisting hotels strategically in GDS pricing and distribution, including managing the RFP process and presenting face to face with key booking agents.
He assists with the administration of the Legacy Group website and the management of the hotel’s social media platforms to ensure the content is both fresh and new. Robbie supports the delivery of the implementation of revenue management methods and processes in order to maximize the turnover of hotels in accordance with their individual marketing plans as well as supporting the roll out, integration and operations of individual hotel PMS systems.