Think back to a time when you received really great, memorable customer service. It’s likely that it involved an element of personalisation – you felt you were being treated like an individual rather than a number on a spreadsheet. Personalisation involves showing that you understand the customer’s specific needs and circumstances and will adapt the experience accordingly. So try out these techniques and delight your customers with a personal experience that’s as unique as they are.

Think back to when you were a child – what did you want to be when you grew up? Admittedly, estate management may not have been your first answer, but did you know that it’s a career that combines creativity, teamwork, practical skills and strategic thinking?

It’s difficult to predict the future, especially in leisure where there are so many factors at play. The economy, politics and even the weather all have a role in shaping the industry, making it hard to know what’s coming next

Hospitality is going through a rapid transformation. Advances in technology, changes in customer behaviour and a more connected world mean that everyone in the industry must adapt to meet and exceed customer expectations.