As an experienced facilitator and coach with over 30 years’ experience in the hospitality industry, Monica is passionate about developing people to provide an exceptional customer experience. Monica works closely with her clients to ensure the programme she delivers is a good match for their people and organisation. She works mainly within the hospitality industry, from 5* hotels to conference services in universities, at all levels. This includes the senior management looking at customer engagement as a whole through to junior, front-line staff who are from different backgrounds and cultures and need to have the ability to connect with their customers. She works with back-of-house as well as front-of-house teams to achieve strong communication and follow-through, ensuring a whole team approach.
Following roles in hotel operational management, Monica became Training & Development Manager responsible for 26 hotels in Queens Moat Houses. She had a key role in opening five hotels before setting up her very successful training consultancy. Monica has worked very closely with a range of clients from five-star hotels (including The Dorchester, One Aldwych Hotel, The Goring, The Merrion, Campbell Gray Hotels in Lebanon and Antigua) to the catering and commercial departments of universities around the UK (including the Universities of Sussex, Edinburgh, Oxford, Cambridge, Durham, Manchester and Southampton). Other sectors include retail, restaurants and bars, conference centres and leisure.
Monica’s qualifications include:
Chartered Member of the CIPD
Post-Graduate Certificate in Business and Personal Coaching
Licensed to use and provide feedback on the Thomas International Personal Profile (PPA)
Accredited to deliver ILM programmes
HND in Hospitality
Monica’s consultancy assignments include:
Pre-opening planning and training for a number of 4 and 5 star Hotels.
Delivering a series of University Hospitality seminars to Conference & Events audiences.
Working with the One Aldwych Executive team to develop a new Vision, Mission and Values, then translating these into meaningful questions for their competency-based interviews, and practical assessment criteria for probation reviews and annual appraisals. Training programmes delivered to complement the whole system.
Developing a programme of learning solutions ranging from short 2-hour ‘Masterclasses’ to longer courses and one-to-one coaching for a number of clients.
Monica is based near St Albans, Hertfordshire and delivers customer service training across London, the south-east and nationally.