Our track record in operational excellence means we continually outperform the market.

The strong operational support and regular reviews we provide every hotel enables us to run properties which achieve the highest standards.

Each hotel is set individual objectives, tailored to their specific market, and our outstanding Area General Managers and hotel teams are helped to deliver the best guest service.

At Kew Green we know that careful and detailed operations management is the key to making every hotel a success. We constantly benchmark our hotels against both brand standards and compliance, as well as our own stringent Kew Green metrics.

This ensures we are able to lead the market in:

  • Revenue and Profit Delivery
  • Market Share Performance
  • Customer Satisfaction
  • Health and Safety Management
  • Achieving Individual Departmental Objectives

We regularly compare our hotels against industry data in all areas to make certain we are leading in the market. Through this approach, we have been very successful in taking on poorly performing properties and tuning these into profitable operations which meet and exceed guest expectations.

Working in close relationship with our teams in the hotels, we can be sure that employees are working to achieve personal development, as well as contributing to the success of their hotel.


Our Directors of Operations are closely aligned to the performance of our hotels and Area General Managers. Their support is focused upon the delivery of our metrics by hotel, by region and by the company’s overall performance within our owner groups, creating lively competition between them.

With the support of regional Human Resources Business Partners and Accountants, the Directors engage with their hotels and teams with weekly structured calls, monthly visits, and bi-monthly Area General Manager’s meetings.

They also hold quarterly meetings directly with our hotel team leaders, focusing on forthcoming business and metric delivery. This personal approach and bespoke engagement with every hotel is what makes Kew Green unique.

Managing Directors: Graham Norris

Graham NorrisManaging Director - Managed Properties