Everyone, irrespective of language or culture, knows what good service feels like. If you set up the processes correctly, you create space for excellence.

As Hospitality Project Manager and Operational Trainer for Fox Browne Creative, I love curating and conceptualising the perfect stay for guests and delivering training programmes that implement world-class guest service. By liaising closely with owners and management before creating any workshops, we ensure the essence of guest service is endorsed in a top-down approach. I also specialise in retail strategies, shop merchandising and in-store sales training.

I studied BA Dramatic Art at the University of Witwatersrand and was an Associate Producer in the film and television industry for many years. A few of the projects were The Gods Must Be Crazy II, Sarafina and Cry, The Beloved Country. I also ran a feature film sound mixing studio for a short while.

From 2004 to 2011, I was Group Operations Support Manager for andBeyond Travel; responsible for staff training, setting standard operating practices, creating styling guides, managing procurement and logistics teams as well as overseeing all their retail stores.

Thereafter, project manager for the development of the lodge, Angama Mara in Masai Mara, Kenya.

Since 2012, I’ve been having fun with Fox Browne Creative. Our projects, too many to mention, have ranged from installing lodges and implementation training to teaching hospitality service. We have also created value strategies, merchandised numerous retail stores and trained sales service teams for our clients from Botswana to India!