A New Forest General Manager is forging a stellar reputation in the hospitality industry for his leadership skills and commitment to developing the next generation of talent after being shortlisted as a finalist in the prestigious Boutique Hotelier Awards 2022 as General Manager of the Year.
Michael Clitheroe, General Manager at Balmer Lawn Hotel & Spa, has transformed the Brockenhurst destination from a modest 4-star hotel into an award-winning beacon of excellence when it comes to standards and employment.
As a result, he has been recognised as one of the top five general managers in the country following a decorated 24 years in the sector – developing robust relationships with schools, universities, national organisations and the local community.
Having started his career as a waiter, Michael, who was also championed in Boutique Hotelier’s recent Power List for ‘Business Leader’ of 2022, has centred his long-term business growth in hospitality around placing employees at the heart of the business.
Since joining in 2015, Michael has systematically increased turnover at the New Forest venue, with a healthy forecast already predicted for 2022/23. One such example was during the pandemic, when Michael played a fundamental role in delivering “The Lodge”, a Covid-secure stretch tent with an outside kitchen and bar.
This swift action resulted in the business making a £160k profit in only 3 weeks of outside dining at a time when fluctuating Covid-19 restrictions were forcing some hotels to suffer significant revenue losses and even close.
Michael is also deeply passionate about his staff, with his greatest successes coming in the form of team development and people strategy. This investment has helped build on the hotel’s pre-pandemic staff retention of 97% for full-time roles.
Locally, Michael chairs the New Forest Hotels group for ‘Go New Forest,’ where he successfully brought to market and sponsored a regional tourism, retail and hospitality recruitment day with over 50 businesses and 150 people attending in summer 2021.
Commenting on his latest accolade, Michael said, “I’m absolutely delighted to have been shortlisted for such a prestigious award. Representing Balmer Lawn Hotel is a privilege and the amount of talent within our ranks is truly inspiring. In my role,
'I’m fortunate enough to work alongside people that are passionate about the industry and have the innate want to provide memorable service each and every day.
'With the help of the owners Alison and Chris Wilson, who have put their faith in me from the moment I arrived, we have collectively implemented a clear roadmap to take Balmer Lawn to the next level — ensuring it remains sustainable for future generations.”
As a Fellow of the Institute of Hospitality, Michael co-conceptualised, delivered and judged categories for the IOH Southern Branch Awards in Autumn 2021. Michael and Balmer Lawn placed second to Andy Lennox and the Wonky table for ‘Best response to the Pandemic’.
Alison Wilson, co-owner of Balmer Lawn Hotel & Spa, commented, “Michael is one of a kind and a gregarious chap who leads from the front and outwardly into the industry – which is evident in the operation he oversees daily.
'He works tirelessly to run a tight ship while spending much of his free time giving back to further education and industry in a bid to grow the next generation and illustrate to parents a professional career can be achieved in hospitality.
'Michael deserves to take home the award not only to recognise his own remarkable successes, but that of his team who have developed under him and influenced the hotel and industry in their own right.”
The glittering awards ceremony will be held on the first night of the Independent Hotel Show on 4 October at The Chelsea Harbour Hotel in London, close to the Olympia exhibition centre, making it easy for hoteliers to attend.