Who’s Who at Better Hospitality

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Graeme

Highly experienced hotel consultant

Graeme is a hotelier and hotel consultant with more than 40 years’ experience in the industry, specialising in quality country house hotels, boutique hotels and small hospitality groups.
After studying Hotel and Catering Management at Westminster College, London, Graeme ardently applied himself, striving to raise standards and develop people in the properties he ran. Today, he uses his knowledge and expertise to provide a range of services to hospitality operators – including advisory, consultancy, guest evaluations and mentoring.
Graeme is skilled in negotiation, customer service, training and coaching, sales and event management.

Max

Customer experience champion

Max’s career spans more than 25 years and includes time in the UK, mainland Europe and the Middle East, working for companies ranging from multinationals to boutique agencies, and with clients in every sector from luxury to budget.

His varied experience includes the creation and delivery of customer experience and training programmes, as well as PR, marketing, journalism and data analysis – working across hospitality, automotive, consumer, technology and B2B industries.

Max is a passionate believer that great customer experiences build successful businesses. His open, communicative approach and flexible, adaptable attitude enables him to build trust with people at all levels, and he is able to look at complex challenges and propose practical solutions that enhance guest experiences while engaging and energising operators and their teams.

Katie

Front of house expert and motivator

Katie’s international front of house expertise reflects her passion for energising teams to deliver exceptional guest and visitor experiences.

Across busy, dynamic hospitality and theatre venues, Katie has managed front of house teams – she understands how to ensure they not only provide high levels of customer service but also work seamlessly with other teams such as back of house.

Motivated and energetic, Katie uses her diverse experience to work effectively with people across departments, cultures and locations, making a positive difference to staff, management, operations and guests.

Carolyn

Customer service crusader

Over 35 years, Carolyn has held a wide variety of customer-facing roles in retail and wellness, including heading up her own beauty business. As a result, she has become an avid advocate for exceptional customer service.

Carolyn has also worked behind the scenes at hotels, and uses the understanding she has gained to help hospitality operators deliver better guest experiences that generate loyalty and drive profitability.