Sarah Evans-Howe has a wealth of experience in hotel service delivery and hotel management.  As a frontline employee who has worked in all hotel departments, ranging from exclusive, independent boutique hotels, such as within Small Luxury Hotels of the World, to multinational corporations, such as Intercontinental Hotels Group, Sarah's expertise and unique dual empathy for both the customer and hotel perspective is invaluable.

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Sarah's current academic research also provides valuable insight and knowledge of the ingredients necessary to cultivate customer delight and minimise complaints.