Accredited customer service trainer, tour guiding trainer and business skills trainer
Karen McLeod has been delivering customer service-related training courses for over 23 years for both Northern Regional College and on a consultancy basis. Karen also runs her own mobile coffee business “the good and proper coffee company”.
Karen holds MSc in International Travel and Tourism Management from Sheffield University, BA (Hons) Hotel and Tourism Management and CIM Diploma in Marketing and qualifications in teaching, Lecturing and Assessment.
During Karen’s career to date within the travel, tourism, leisure and hospitality sectors and job roles including WorldHost trainer, economic engagement customer service trainer, Llecturer in travel, tourism and hospitality and senior leader and standards verifier for travel and tourism qualifications across the UK, Karen has demonstrated an excellent track record in training and education in N. Ireland in response to industry and skills sector requirements.
Karen’s experience in training and learning is excellent and is linked to key areas for increasing quality and raising training standards in N. Ireland, namely, in her planning for and delivering high quality training and assessment, the success of her training courses in terms of the learning experience, the development of participant employability skills, the activities tailored to meet the needs of course participants and wider community and the success of her courses in terms of how participants are guided and supported in a training environment promoting equality, diversity and good relations.
In the role of WorldHost trainer Karen has built excellent relationships and links locally, nationally and internationally. Karen has trained WorldHost participants across N. Ireland and primarily in Mid & East Antrim and The Causeway Coast since 2012 and Karen was a Welcome Host trainer since 1995.
Karen has also delivered customer service training in Wales and a current project involves customer service training in South Africa.
To date Karen has delivered courses and trained more than 1,500 participants.
1. Local councils - Mid and East Antrim, Causeway Coast and Glens
2. Small to medium enterprises - Ulster Stores; Castlerock Golf Club; The Marine Hotel, Tullyglass Hotel; Leighnmohr Hotel; Bushmills Inn; The Scenic Inn; Magherabuoy Hotel
3. Community - Carrick Enterprise Centre (participants drawn from many local independent accommodation providers, visitor attractions including The Gobbins, restaurants and retail facilities)
4. Education- catering services; Training for Success; Travel and Tourism students, Hospitality students, Business studies students; Slemish College
Karen is an accomplished trainer and facilitator and committed to supporting and enabling travel and tourism organisations and their staff to grow and develop their full “Meet and Greet” potential.
Karen is extremely passionate about service, customer-facing skills and about N. Ireland’s tourism industry and the importance of enhancing every single visitor’s experience: to achieve customer service excellence across all sectors of tourism, hospitality, passenger transport, leisure, retail and our food and drink industries.
In a bid to strive for excellence within her training, Karen promises a dynamic, fun and industry-driven training-to encourage local businesses and employees to maximise footfall and learn more about customer service
In addition to Karen’s WorldHost experience, she has been instrumental in developing and delivering a wide variety of other Level 2&3 customer service training programmes including tailored programmes in hospitality and tourism including front office supervision for the tourism industry, “Tour Guiding and Interpretation” and a portfolio of customer care programmes for the airline and airport industry. Participants in these training programmes have included employees of Ballymena Borough Council and Antrim Borough Council.