Cateys 2023: Manager of the Year Award: Francisco Macedo, Cliveden House

Cliveden House's Francisco Macedo wins Manager of the Year, sponsored by HRC

Francisco Macedo, who is also group operations director for Cliveden’s parent company Iconic Luxury Hotels, started as general manager at the luxury Berkshire hotel in 2019.

Despite all the challenges in the industry, Macedo retained almost 70% of his team in 2022, a testament to his efforts at fostering a happy, supportive, and positive work environment.

He has done this through various means, including operating an ‘Open Door Policy’ and listening, coaching, and developing his team irrespective of position, championing a better work/life balance amongst staff, introducing Umbrella Apprenticeships and mentoring several team members through the scheme.

A stable and happy team has enabled Macedo and his staff to grow Cliveden’s revenue across all departments year-on-year, with a growth in top line revenues of 30% on the previous best financial year (2021). Under his leadership, Cliveden increased its annual gross operating profit (GOP) from 33.7% in 2019, to almost 40% in 2022. The team also delivered 125% in cash terms of budgeted GOP in 2022. This was achieved alongside an increase in guest satisfaction scores.

Under Macedo’s guidance, Cliveden has received many awards and accolades, maintained its five AA red stars and its three rosettes; and was positioned as ninth in Travel & Leisure 2021 top 10 UK and Ireland resort hotels’ list.

Outside Cliveden, Macedo is keen to further his own development; in the past year, he received academic recognition as part of Cornell University’s Diploma on Real Estate and Asset Management as well as the Cornell Certificate in Hospitality Marketing in Uncertain Times. He also attended the General Managers Programme at Cornell University after being awarded a St Julian’s Scholarship, by the Worshipful Company of Innholders, Lorde Forte Foundation, Savoy Educational Trust and the Master Innholders.

Macedo is also involved in many organisations. He set up the Institute of Hospitality Thames Valley Branch and was appointed chair, with a view to promoting hospitality as a career choice. The Institute has hosted several events, with a focus on championing diversity and inclusion in the sector. He was also instrumental in the original setup of the Institute of Hospitality Future Forum which he chaired in 2021 and established the Institute of Hospitality South-East Region.

Judges were impressed with Macedo’s continued commitment to driving hotel growth and supporting his team, noting he is “an award winning hotelier” who is a “deserving winner and an exemplary role model within the hospitality industry”.

What the judges said

“Francisco is an award winning hotelier with a key focus on his people. He has created a nurturing environment that thrives on successes to deliver results and experiences as one family, one team. On top of running a fine hotel and working with his community, Francisco also found time for self-development through Cornell University.” Dale MacPhee

The shortlist

• Chris Eigelaar, the Belfry Hotel and Resort
• Craig Hancox Amadeus
• Francisco Macedo, Cliveden House
• Darren Sweetland, Mollie’s Motels
• Nicola Underhill, Hilton Birmingham Metropole

The judges

• Peter Avis, Galvin Restaurants
• Sally Beck, Royal Lancaster London
• David Connell, Exclusive Collection
• Zoë Jenkins, Coworth Park
• Dale MacPhee, Waldorf Astoria Edinburgh
• Chantelle Nicholson, Apricity
• Justin Pinchbeck, Sheraton Grand London Park Lane
• Joanne Taylor-Stagg, the Athenaeum Hotel & Residences