Shereen Costley

Senior Management Associate, Spearhead Training, UAE

With a B.A. Degree in Hotel and Catering Management and a B.A. Hons degree in Marketing Management from Strathclyde University , Scotland , Shereen began her career in London in the leisure industry working for First Leisure, one of the U.K. 's leading leisure companies. She left First Leisure to pursue a career in HR, joining Mount Charlotte Hotels , at that time the largest hotel group in the UK . Her career progressed until she achieved the position of Human Resources and Training Manager of a major London hotel.

Subsequently Shereen was approached by the Hilton Hotel Group and appointed as Human Resources Manager for the whole of the U.K. , with responsibility for overseeing all HR policies and procedures for Hilton's 38 U.K. hotels. During her seven years with Hilton she was actively involved in the recruitment and development of senior managers, industrial relations, formulating HR initiatives, and planning and implementing HR strategies and procedures. Her training experience involved the development and delivery of a number of programmes, ranging from staff orientation and Customer Care Programmes, to running residential management development programmes and Assessment Centres for senior managers. She designed the company's Graduate Management Programme, with sole responsibility for the recruitment and development of Hilton UK Graduate Managers.

Having worked in the Hospitality and Leisure industry she has extensive experience of dealing with people from a wide variety of cultures and backgrounds and is able to deliver programmes that are lively, always interesting, and specifically targeted to the needs of the people she is training.

After leaving Hilton (to move overseas with her husband and family) Shereen worked as a freelance HR consultant undertaking projects for a number of organizations, including Sunbeam International, (a major U.S. electrical goods manufacturer), the Stakis group, and Hilton International.

In January 2001 Shereen joined Spearhead Training as Senior Management Consultant for the Gulf Region, based in Abu Dhabi . Her brief is to design and deliver specialist programmes that meet the challenges of improving and sharpening management styles and levels of customer service throughout the Middle East .

After joining Spearhead , Abu Dhabi , Shereen has been designing and conducting a wide range of both Public and In-Company programmes. Listed below are some of the programmes designed and run by her:

Human Resource Management Skills Programme
Presentation Skills
Planning and Organizing Skills
Problem Solving and Decision Making
Time Management
Team Building
Customer Service Training
Coaching and Mentoring Skills
Train The Trainer
Improving your Sales Skills
Health and Safety Seminar
Business Ethics and Customer Focus
Office Management
Management Development Workshop
Developing Interpersonal Skills
Counselling and Coaching Skills
Telephone Skills and Managing Customer Care
Supervisory Skills
Assertiveness Workshop
Effective Interviewing Skills
Conducting Effective Appraisals

Her training technique varies from “Trainer�? to “Facilitator�? depending on the objectives of the programme and the company, and the needs of the delegates. Her strength lies in her ability to adapt her approach to training to suit the needs of the delegates in any given situation.

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