Chocolate Pillow | About Me
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About Me

Well… if you have read my posts, you probably know quite a bit about me already; so let me just fill in a few blanks!

Where do I live?

Manchester, UK – not in the high-end posh area, nor in a huge house – I live with my husband, 3 cats and several tropical fish in a small 2-bed house.

What do I do?

I write posts for this site amongst others, and write books on hospitality.  These are part-time endeavours though as I spend most of my time working as Front of House/Duty Manager for a well-known UK brand.

Why do I write?

I enjoy it – it is about sharing information and advice, whilst also having a good old rant about things!

What qualifies me to give advice?

Over 18 years of experience of floor-level hospitality and staff training.  I am a qualified trainer, and someone who has probably seen more than most in hotels!  I have worked in the following roles, often simultaneously over the years:

  • Waiter
  • Porter
  • Kitchen Porter
  • Housekeeper
  • Receptionist
  • Barman
  • Conference/Events Host and Planner
  • Reception Manager
  • Duty Manager
  • Accounts assistant
  • Trainer
  • Contracts Manager
  • Customer service manager (escalated complaints)
  • Salesman
  • Wedding Manager
  • Front of House Manager

All of this experience has been built up in Torquay, Blackpool and Manchester in the UK – there is little I have not seen or done at some point in my career!

What makes me tick?

I am passionate about exemplary service and fairness!

If I’m so brilliant, why aren’t I running a hotel?

Ask the people who interviewed me – As anyone who knows me will testify, I am very humble in general, but can also scream about my abilities from the rooftops. But I am bad at interviews, and in a corporate world interviews make or break your application!  I am also very ‘different’ to a lot of the modern hospitality world – I thrive on guest service, and unfortunately there are few employers who prefer to employ someone who loves spending time with guests and will not be bound to an office chair all the time!  I have also come to realise over time that general management is not necessarily something I want!  I have seen too many GM’s become bound by spreadsheets and emails, leaving them office-bound.  To me hospitality is about getting out there and being ‘on the ground’.


I am available for public speaking, guest speaking and advisory services also, simply contact me with your requirements

If you do want to contact me, fill out the form on the contact page.