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Matt Shiells-Jones was brought up in seaside towns, spending the beginning of his working life carrying bags, serving food and cleaning rooms in hotels across Torquay. This love of hospitality grew to include customer care on a whole, but with a hospitality focus.
Matt still works in hotels at management level, and currently resides in Manchester UK. He writes his own blog on customer experience in hospitality at www.chocolatepillow.com and is the author of ‘How to be a Hotel Receptionist’ and ‘The Hotel Standards Compendium’.
He has contributed to industry publications around the world, writing articles for trade publications in Japan, Australia, New Zealand and the US; he has also been interviewed for BBC Radio and various local stations, giving opinion on complaints, hospitality and TripAdvisor.
Matt is the author of 2 hospitality focused titles, more information on which can be found under the ‘Publications‘ section of this site.