Audra is a ‘failed air hostess’ who decided to conquer her lack of customer service skills and air sickness and travel to America in her late teens; to see how it was really done! Collecting experiences, she returned to the UK after 2 years and worked in the hospitality industry training up Cross Channel Ferry, Hovercraft, Hotel, Retail and Resort staff to name a few. After 7 years in the city as a consultant in one of the big 5; she formed her own company. That was 20 years ago and hasn’t looked back. With happy clients in the UK, USA and Dubai she collects and shares her experiences, creating unique learning opportunities for a vast range of customers.
Audra loves what she does and is laser focused on people, property and service. She has amassed great clients like The Walt Disney Company, Hines, The Atlanta Braves, Bank of New York Mellon, Hammerson, Pacific Retail, Greystar, Invesco, The Canary Wharf Group and CBRE. Her Genius Zone is being around people, collecting their DNA and aligning it with the vision, creating service experiences second to none, working in class and online in Zoom.
Retail and mixed use
Created hospitality programme for their 11 shopping centres across the US. Created COVID 19 awareness that ties in with vision, values
and customer service. Lifted distressed assets through hospitality training to include all 3 rd party partners.
North American Properties/CBRE
Retail and mixed use
Turn Around Team member for new and distressed assets – creating a hospitality approach to distressed assets and iconic service standards
for new properties across the US. One project was the 1 st to win 4 golds and 1 silver in the MAXI Awards, including customer service.
Office and mixed-use
Created a Cultural programme for Hines North American and Canadian regions, followed by a train the trainer in all markets to the L&D teams.
Created the Hines Concierge programme for their retail market. Speaker at their various conferences. Various projects to mystery shop offices, parades and
The Walt DisneyGroup
Created a hospitality programme to welcome TUPE’d staff back, delivered Presentation Skills, Communication Skills and more…
New mixed-use scheme Dubai
To create a hospitality focus by designing and delivering the vision, values and customer service standards for a new mixed-use scheme called Dubai Festival City. It won many awards and accolades for being the 1 st of its kind in Dubai, mixing retail, office, residential with a water and festival theme.
We coached the high-level security management team and department around professional hospitality while performing security tasks, from entering the grounds to leaving. The process was mapped, and service and attention lifted to handle difficult situations with class and the utmost respect.
The Canary Wharf Group
We mystery shopped the property to raise consciousness of gaps and opportunities to create an environment which attracted and retained customers. Mapping customers from in and outside London to the new residential tenants. We created a hospitality programme for CWG to be rolled out to all employees and partners on site.