Mike Phillips has spent over forty years in the hospitality industry, as a pub operator and senior manager.

He has managed pubs across the UK, set up and run his own business, and progressed to leadership positions in small and large organisations.

In these roles Mike has been responsible for the presentation, maintenance and improvement of a range of commercial properties, including hotels, inns, restaurants and pubs, owned by the National Trust, family estates and private businesses alike.

Excellent customer service is hugely important to Mike. His wealth of experience has taught him that the old-fashioned adage of ‘the customer is always right’ is not a simple ethos to develop within a team.

Mike believes that for an organisation to live by this culture and ensure that it informs decision-making and standards of workplace behaviour and performance, takes dedicated training, coaching and leading by example.