I spent more than 20 years with Starwood Hotels and Resorts, latterly acquired by Marriott International. While at Starwood I lead the customer support operations for the Europe, Africa and Middle East Operations. During my time there, we transitioned from a traditional multi lingual call centre into a Global Support Centre that was a resource for Corporate, Hotels, Customers and Guests. We adopted emerging technologies that put the customer front and centre at all times and continuously looked to innovate the guest experience, both on and off property.
I now operate as a consultant specialising in customer experience and service design with particular focus on the hospitality industry. I help organisations identify how they can implement emerging technologies and process improvements to support their operations and deliver seamless and effortless customer service experience that feels personal.