Gavin Hurst
Canberra,ACT
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. This is coupled with strong financial acumen, including the development of P&L and budgetary planning.
Overview
19
19
years of professional experience
Work History
General Manager
Southern Cross Motel Group
04.2022 - 06.2023
- My role with SCMG was created to develop a strategy to modernise a major accommodation and events space in the Central Queensland Region, and make significant cultural changes to the organisation
- SCMG has 17 properties across NSW, QLD & NT with the Mackay Operations accounting for 20% of the groups turnover in 2022
- This included 312 rooms and apartments across 4 properties, with restaurants, bar and different events spaces ranging in size from 20 pax through to 400 pax in varying configurations
- The remit I currently find myself working under ranges from delivering a $4.5m renovation on one property, modernisation of all rooms in another, re-configuring & renovating event spaces and refit of all catering facilities, whilst working with a team on the day to day running of the business and maintaining profitability with minimal disruption
- Working with Shareholders and Stakeholders to optimise modernisation program whilst minimising disruption to the day to day running of the business
- Maintaining a minimum of 80% occupancy rate allowing for room closures during renovation process
- Hiring suitable Managers and team members into roles to highlight their skill sets and to develop a coaching and mentoring strategy to allow for succession planning
- Working with various tourism and travel organisations to attract new corporate accounts to the property and maintain and harvest ongoing relationships with such to see business prosper going forward
- Re-negotiate supply contracts with several providers to reduce operating costs and increase profitability, primarily with F&B and essential services providers
- Develop an in-house digital strategy that brings the properties in to modern day accommodation standards, including a ‘smart TV’ program to enable in room streaming services, greater wifi capabilities
- Write and develop restaurant menus and Function/Wedding/Events Menus through consultation with suppliers and key employees, to enable a product that is both desirable and profitable to be offered to the end user
- Negotiating capital works programs with a budget of $4.5m to bring an existing offline property in to the main business (additional 14 rooms)
- Increasing EBITDA whilst lowering debt ratio’s
- Planning best practise ROI for any cap-ex projects going forward
- Writing SEO strategy to increase digital penetration in the Events marketing space
- Increasing external guest satisfaction surveys & reviews from 8.2 to 8.7 in the FY 2023
Group Operations Manager
Peries Group – IGA Supermarkets
09.2020 - 04.2022
- My role as a Group Operations Manager was to maintain all day to day operations and forward planning of the 14 IGA stores in the group:
- Working with the businesses directors to build the business into a stronger, more profitable business
- Deliver a financial outcome that was acceptable to the business thru driving initiatives within the stores responsible for
- Monitoring and managing margins within the business and adjusting accordingly
- Identify opportunities to grow the business through the acquisition and development of the portfolio of stores
- Working autonomously to deliver outcomes
- Working through HR & ER cases to deliver an outcome that was in keeping in line with company policy and procedure, legislation and remain fair and balanced to all stakeholders
- Understand P&L for Group and report on a monthly basis
- Implement strategy to reduce CODB with the goal to increase EBIT and a greater ROI
- Develop training programs to assist store leaders and teams to achieve outcomes of KPI’s
- Develop stronger stakeholder engagement with key suppliers
- Ensuring supply chain is operational at all times and adaptable to quick change and turn around
- Contractual negotiations and working on beneficial outcomes to all parties
- Writing Standard Operating Procedure and Policy manuals that are both suitable to the business, whilst keeping in line with both State and Federal Legislation
- Developing both SH&E and OH&S policy
- Reducing in store losses by introducing policy to reduce waste, theft & invoice correction to make all stores more profitable
- Introducing store based P&L, removing business whole reporting, to help identify store by store performance and enabling proper SWOT analysis
- Developing and employing a team of support staff including HR/Payroll, 3 x Area Managers and writing job descriptions to help enable the business to grow.
Group Manager & State Manager NSW
Woolworths Petrol/EG Group Fuelco
09.2016 - 08.2020
- My role as a Group & State Manager was to work with 37 sites across NSW/ACT to deliver business objectives:
- Coach, Mentor and Train upto 10 Area Managers and 187 Site Managers in all facets of the business, including reporting, business acumen, financial accountable, stock management, up selling, customer focus
- Deliver a financial outcome that was acceptable to the business thru driving initiatives within the stores responsible for
- Working autonomously to deliver outcomes, with minor support from head office
- Working through HR & ER cases to deliver an outcome that was in keeping in line with company policy and procedure, and fair and balanced to all stakeholders
- Understand P&L for Group, and also stores, and report on a monthly basis
- Develop training programs to assist store leaders and teams to achieve outcomes of KPI’s
- Work with all stakeholders in the identifying, development and opening of new sites in NSW/ACT
- Work with Senior Leadership Team to transition business away from Woolworths to New EG Group once sale had been finalised
- Develop new Policy and Procedures for new organisation in conjunction with HR, other State Managers and Audit team
- Remotely manage, where possible, issues effecting trade
- Manage major events that effect our teams, including armed hold up, fuel spills, medical emergencies etc
- Work with the commercial team on programing promotional tie up in sites
- Worked with Woolworths team to develop a “Voice of Customer” survey specific to the Fuel Business
- Succession planning and team guidance
- Delivering annual reviews through one on one meetings
- Secondments as State Manager & Also in the Woolworths Metro business prior to sale
- Delivering a turnover of $1.2B annually
- No#1 EBIT preforming group in Nation, every year.
Area Manager
Spotlight Retail Group
09.2014 - 09.2016
- My Role was to be accountable for 5 sites under the Spotlight banner:
- Maintain profitability of all stores
- Ensure standards within stores were increased from the present state
- Coach, mentor and train Store Managers to lead teams, rather than being “just another worker”
- Implement rostering principals to suit business needs
- Implement the roll out of the ‘online’ store nationally
- Work with all stakeholders on new lines, and seasonal trends
- Manage financial responsibility for all stores and report on a fortnightly basis
- Work through quick changes as directed and implement in store ASAP
- Work with business owners on space management
- Deliver cash management principals and implement proper reporting tools
- Assist in the implementation of a stocktake procedure
Regional Manager NSW/ACT/ Senior Business Compliance Manager
United petroleum
05.2013 - 09.2014
- My role was to manage and co-ordinate 87 sites across ACT/NSW including:
- Merchandising on sites
- Fuel volume sales
- Manage revenue growth of both attached convenience stores and Fuel
- Budgeting, forecasting and stock control
- WH&S issues management and reporting
- Repairs and maintenance management
- Environmental protection reporting under state based legislated requirements
- Change management of sites
- Property Sale, acquisition and refurbishment of sites
- Employment of staff
- Sourcing of Franchisee’s for sites
- Staff training and motivation
- Franchise terms negotiation
- Relationship management and growth (with suppliers, agents and franchisees)
- Media management at sites
- Succession planning
- Work remotely and autonomously
- Large volume cash handling and banking.
Store Manager
Woolworths/Big W
05.2011 - 04.2013
- Working in a retail management environment encompassing SKU’s including Apparel, Homewares, leisure, outdoor & Home entertainment, my role included:
- Managing the recruitment and induction of labour force
- Coordinating WH&S policies
- Work safe approved return to work co-ordinator
- Staff and customer engagement through survey implementation and review
- Forecasting of financial earnings
- Preparation, implementation and execution of financial targets and sales objectives
- Communication of strategies down lines, ensuring the completion of business objectives
- Preparing and conducting briefs to superiors
- Promoting staff motivation and cohesiveness
- Maintain stock levels across product areas including monitoring of discontinued and dated stock plus control of shrinkage initiatives
- Supplier relationship management and growth
- Staff succession planning
- Managing, maintaining & monitoring KPI’s in line with company standards
- P&L analysis and reporting
- Ensuring a positive EBIT result
- Develop and maintain superior service strategies
- Strict adherence to all timing requirements and deadlines
- Worked effectively under pressure, as either a team leader or team member, to achieve strategic planning goals and objectives
- Implementation of expense control procedures
- Managing up to 175 staff on a daily basis.
Store Manager & New Store Development & Area Manager
Woolworths Group
06.2004 - 04.2011
- Having been successful in managing 5 powerhouse stores I was promoted to open ‘concept’ stores in South Australia and Western Australia
- I was again promoted to multi-site management of 18 stores in Victoria
- My responsibilities in these roles included:
- The recruitment and induction of labour force
- Coordinating WH&S policies
- Forecasting expected financial earnings
- Preparation, implementation and execution of financial targets and sales objectives
- Communication of strategies down the chain of command, ensuring the completion of business objectives
- Preparing and conducting briefs to superiors
- Promoting the cohesiveness and motivation of each team member
- Maintain stock levels across the area including the monitoring of discontinued and dated, Control of shrinkage initiatives
- Daily communication and motivation
- Build and maintain strong supplier relationships
- Succession planning of staff
- Managing, maintaining & monitoring KPI’s in line with company standards
- Understanding and training Junior managers for promotion
- Understanding P&L reporting
- Working the financial side to ensure a positive EBIT
- Innovate and maintain superior service strategies
- Strict adherence to all timing requirements and deadlines
- Ability to work effectively under pressure, as either a team leader or team member, to achieve the goals and objectives of the strategic plan
- Implementation of expense control procedures
- Managing up to 100 staff on a daily basis
- Store Opening and development of teams to company standards and expectations
- Responsible for the co-ordination of the opening of new format stores in conduction with National Property development team
- Managing 18 stores in Victoria with an annual budget of $100m with staff in excess of 200 people in a diverse social & financial environment
- Identifying and developing managers within the business as future leaders within the company.
Education
Certification - Responsible Management of Licensed Venues
RMLV
QLD Govt02.2022
Degree - Retail Management
Victoria University
2011
Diploma - Commercial Cookery III
East Sydney Technical College
1992
Skills
- Total Quality Management
- Staff Development
- Economic Analysis
- Vendor Negotiations
- Risk Management
- Verbal and Written Communication
- Sales Team Development
- Product Costing
- Project Planning
- Profit and Loss Accountability
- Food Preparation and Safety
- Cross-Functional Team Management
- Staff Training
- Program Development
- Menu Planning
- Product Analysis
- Labor Cost Controls
- Sales Expertise
- Safety Assurance
- Team Leadership
- Team Oversight
- Performance Evaluations
- Change Implementation
- Budget Administration
- Coaching and Mentoring
- Staff Motivation
- Regulatory Affairs
- Customer Experience
- Team Training
- Process Improvement
- Risk Mitigation
- Staff Retention Programs
- Administrative Skills
- Operations Management
- Problem Resolution
- Time Management
- Networking Abilities
- Exceptional Interpersonal Communication
- Budgeting and Cost Control
- Event Management
- Succession Planning
- Cost Analysis and Savings
- Project Management
- ERP Systems
- Human Resources Leadership
- Strategic Planning
- Analytical Skills
- Matrix Management
- Communication Skills
- Policy Development and Enforcement
- Client account management
Additional Information
- Achievements PERSONAL DETAILS
Timeline
General Manager
Southern Cross Motel Group
04.2022 - 06.2023
Group Operations Manager
Peries Group – IGA Supermarkets
09.2020 - 04.2022
Group Manager & State Manager NSW
Woolworths Petrol/EG Group Fuelco
09.2016 - 08.2020
Area Manager
Spotlight Retail Group
09.2014 - 09.2016
Regional Manager NSW/ACT/ Senior Business Compliance Manager
United petroleum
05.2013 - 09.2014
Store Manager
Woolworths/Big W
05.2011 - 04.2013
Store Manager & New Store Development & Area Manager
Woolworths Group
06.2004 - 04.2011
Certification - Responsible Management of Licensed Venues
RMLV
Degree - Retail Management
Victoria University
Diploma - Commercial Cookery III
East Sydney Technical College
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