| CUBO AWARDS 2014 | 07
Business Manager of the Year Charles Gallagher, Head of Commercial Business and Student Support, Imperial College London
Charles looks after three business areas within the Campus Services division – conferencing and events, vacation accommodation, and student support. Highly respected and well- liked by his team, Charles has turned an under- resourced service in a loss-making division, into a fl ourishing opportunity. With Charles at the helm
of the conferencing and events business, secondary
spend at graduations has quadrupled, the external client roster has grown, and Imperial has partnered with the Royal College of Music to deliver their events. Overall, Charles has driven profi ts from £460k to over £1m in just fi ve years. Over the summer,
Imperial’s halls of residence are open to the public. Under Charles’ direction, contracts
were established with frequent independent travellers and groups, with rates so competitive that some of the largest contracts were at racted to Imperial from elsewhere. Guests call it: “London’s best kept secret accommodation”. And while Charles’ role is to create
commercial opportunities, any profi ts made are reinvested into the student experience. Charles’ high standards are best expressed
through Campus Services’ retention of the Customer First accreditation. The assessor noted that Charles’ teams have high levels of repeat business and customer loyalty, and go above and beyond to ensure that students adjust to independent living.
Christine Kelly, Head of Revenues & Occupancy, The University of Edinburgh
Christine’s culture is fundamentally based on the concept of ‘standing still not being an option’. She has consistently encouraged programmes of continuous review and development, with positive impacts on commercial business volumes, profi tability and customer service. In achieving these largely commercial objectives, Christine also manages her student accommodation responsibilities to maximise occupancy and integrate a customer service culture that works best for all. Christine has led on the development of key
systems; an online B&B system for external customers generating over £500k revenue
each year; interfaces to all major online agent booking systems; and the delivery of major events such as World Cross Country Championships and G8 Summit as well as overseeing engagement with Edinburgh Festival activities each summer. Under Christine’s leadership
year-round commercial hotel operations have increased from one location to four, revenues have increased by over 30% and, across the full year, Edinburgh
now accommodates around 250,000 guests annually. Christine is also a great
team leader, encouraging and supporting staff . She was responsible for
initiating ‘lunchtime learning’ across Accommodation Services; over 15 events have been held covering a wide range of work-related subjects that have all proven to be of real interest to colleagues.
Amanda Shipley, Catering & Retail Operations Manager, University of Wolverhampton
Amanda has led the department in improving commercial results, student experience and the development of areas for commercial guests. In addition Amanda has focused on the development of others whilst still considering her own personal development. This year has seen
Amanda and her team achieve great fi nancial results whilst
working within a very competitive economic environment. There have been fi nancial improvements to budget of 40% to the bot om line within catering, 34% growth in conference income and 24% growth in
retail income. Amanda has been
instrumental in set ing up paid work for students. A total of 9,717 hours over
12 months and 100 hours unpaid work experience for students studying for a Hospitality Degree. She has worked with Job Centre Plus in a pilot project to provide work experience for long-term unemployed individuals under the age of 25. Alongside her day job Amanda has
been keen to improve her professional qualifi cations and has studied for a Masters Of Business Administration over a two-year part-time period. She also achieved runner-up for the Chartered Management Institute Rose Bowl Award, an recognition of her hard work and commitment.
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