My career in leisure and tourism spans around 23 years and has covered all kinds of weird and wonderful roles in some amazing places. Predominantly I have worked in Operations across the theme park sector at a number of resorts with Merlin Entertainments including Alton Towers, Warwick Castle and Chessington World of Adventures, and in Heritage and Culture with Visitor Experience leadership roles in Tate (Britain and Modern) and currently in a national role as Head of On-Site Visitor Experience with English Heritage. All of my roles have had one key thing at the centre of my approach - People. My teams have always been made up of large and diverse people with varied motivations, abilities, performance and needs and my customers continue to have ever expanding wants, expectations, demands and standards. My job has usually been to try and keep everyone happy, all of the time! I’m sure you can relate to that! Over the conference I hope to be able to share some useful insight into my successes (and some failures!) with ‘Creating A Culture Of Customer Excellence By Developing Teams That Care’ and look forward to hearing about you and your worlds too, sharing some best practice and top tips along the way.