New manager will 'refine operation' (From Gazette Series)

New manager will 'refine operation'

THE new general manager at Tortworth Court Four Pillars Hotel has spent his working life in the hotel industry. The result of this being he can turn his hand to varying aspects of hotel life - including waiting silver service in the restaurant as he did this Christmas Day. Feature writer KIRSTY RAMSDEN met Darren Townsend to find out more about his role at Tortworth Court.

THE stunning hotel and its setting was, of course, a particular attraction to the post for Tortworth Court's new general manager.

"It has a wow factor," explained 36-year-old Darren Townsend.

He joined the hotel in November from Birmingham NEC's Hilton, where he was director of business development.

He has previously worked in Essex, Kent, Jersey, London and Scotland.

As a youngster he initially wanted to be a chef - and was a chef at a point - but then decided he wanted to be a manager so spent four years at college.

He then joined the industry as a graduate manager.

Mr Townsend's role at Tortworth Court includes planning ahead in terms of sales.

He looks at the opportunities and how continuous improvements can be made.

These changes can be on the back of customer comments and letters.

He works on new menus and wine lists.

His role, he explained, involved listening to people and developing people.

Tortworth Court employs 190 members of staff.

Mr Townsend is about to move his wife and two daughters to the area, which he sees as a great place to bring up children.

He has already met members of the community and intends to build up community links.

He feels the hotel should be part of the community and the company makes charity donations within the locality.

His plans for the future of the hotel are very much people-based.

He wants to bring on a new restaurant manager for the venue's Moreton's Restaurant and then look at the menus.

His aims also include encouraging more business to come to Tortworth and the area.

He said: "I want to refine our operation to provide even better service."

Mr Townsend explained the fact every day was different was a great draw of his job and, indeed, his industry.

"You meet different people and different characters," he added.

Customers to Tortworth Court are a mix of business clients and tourists.

During the week holiday-makers can come from anywhere in the world and Tortworth Court plays hosts to many US visitors.

Weekenders tend to visit from closer to home including Wales and London.

Mr Townsend said: "Customers go out of here wanting to come back and if they want to come back we've succeeded."