While Charlotte Tuck may not have come from a traditional hotel background, it’s her sparkle and shine that she perfected whilst studying performing arts that really set her apart. She joined as general manager at quirky Cotswolds boutique Old Stocks Inn in her debut full-time head hotelier role in June 2014.
The hotel was at the time due to start an extensive refurbishment project – led by new owner Jim Cockell – that would see the whole property transformed from a stuffy pub to a striking boutique hotel. Charlotte, who gained hospitality experience as a deputy manager with a volume premium pub operator in breaks from her acting career, dived straight into her GM role as soon as she was recruited.
“Making the move from restaurant to hotels I realised that people actually wanted to know about me for the first time,” she explains, “what I do and where I’m from, and about my team. And it’s wonderful and you want to know about your customers too.”
The first hurdle she overcame in her first four months in the job, taking 21 people through a redundancy process prior to the closure of the hotel ahead of its renovation, something she had never experienced before. Charlotte then ran a series of recruitment drives during January 2015 in order to engage and hire a completely new ‘troupe’ for the hotel. The decisions she made culminated in 30 new staff delivering an opening night of the hotel, just 24 hours after the handover of the property from the builders.
Since then the hotel has gone from strength to strength and during 2015 the hotel has grown revenue year-on-year by 40% centred firmly on an exceptional customer service discipline. In March 2015, the Old Stocks Inn officially reopened and is now number one on TripAdvisor with 82% of reviews giving a five-star rating.
Charlotte has achieved all this before she has reached 32 years’ of age; she has great customer skills and engages her team in everything to do with the hotel. In 2016 she designed and launched a ‘perks’ employee scheme which provides all Troupe members with a variety of low cost experiences focused on employee engagement and wellbeing.