RDO is delighted to confirm that Jules Murray, Director – Spider on the Wall Ltd, and Peter Hales – Managing Director, Managed Hotels at Michels and Taylor have been confirmed as the final guest speakers for RDO5 2014 Conference.
Jules admits to having an unassailable passion for Customer Service and has dedicated the last 12 years to the training and development of Managers and sales people for many large national and international organisations.
Her successful methodology is based on the relationship she builds with her clients and the effective and interactive design of course content. ‘Spider on the Wall Ltd’ was launched in 2006 with the specific intention to analyse the Customer Service levels (via fully comprehensive Mystery Shopper reports) in the Hospitality industry and then design the appropriate remedy in the form of Coaching and Training Workshops.
Jules has coached, trained and mentored over 5,000 customer-facing employees and their sales leaders to enable them to achieve sustainable increases in their customer satisfaction and ultimately sales conversion results.
Peter is an experienced operator in the UK&I branded hospitality market with over 20 year experience. Before joining M&T, he was an Area Director for IHG, running 12 of their hotels in the South of England and then running their 8 key hotels in London including the world’s largest Holiday Inn in Cromwell Road.
Prior to IHG, he spent a number of years at Hilton where he managed the 300 bedroom Hilton Brighton Metropole and 5 Hiltons across the M4 corridor.
Peter brings his wealth of experience to the M&T managed hotel division where, as MD, he is responsible for ensuring the hotels optimise their profits for their owners and, with the M&T operational team, are run professionally and efficiently.
Jules and Peter join a fantastic line-up of speakers for this year’s conference RDO5 “Stronger Together”. For more information on the speakers, conference theme, venue and on-line registration, please visit the dedicated conference website www.rdoconference.org.