Caroline believes that how people are led and managed has a major impact on their productivity, staff retention and on your members’ experience.
But, Caroline learnt how to get the best from people the hard way. At the tender age of 21 she had her first management role thrust upon her. With a catering qualification and degree but absolutely no experience or guidance in managing people!
As it happened, she was either extremely lucky or didn’t do such a bad job after all. But it doesn’t always work out this way. All too often people who are brilliant at their role get rewarded by being promoted into a supervisory or management role for which they’ve had no training, little preparation and minimal support.
That’s why Caroline now devotes so much of her time to helping junior managers succeed, giving them the skills and confidence to manage their teams effectively.
She has over 30 years’ training and development experience behind her, 25 of which have been in hospitality, leisure and tourism businesses.
She is the author of 2 books: “The Hotel Success Handbook” (2010) for owners of small hotels to get more business, and “Creating Service Superstars” (2017) focusing on how businesses can create a culture for delivering a memorable customer experience. Caroline also writes regularly for several periodicals on managing people.