Shereen Costley

B.A. (Hons), CELTA
Senior Management Associate, Spearhead Training, U.A.E.

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 U.K. 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 U.K. 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 Associate for the Gulf Region, based in Abu Dhabi. Her brief was 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.

Shereen is able to deliver the following courses for Spearhead:

Management & Leadership
> Coaching For Optimum Performance
> Counselling Skills
> Creative Problem Solving & Decision Making
> Developing Management Skills
> Planning & Organizing Skills
> Supervisory Management Skills - For 1st / 2nd Level Supervisors
> Leading High Performance Teams

HR Management & Training
> Human Resource (HR) Management Skills
> Interviewing Skills - For Recruitment & Selection
> Train The Trainer - Group Training Techniques

Customer Service
> Customer Focused Management
> Etiquette For Excellent Customer Service
> Improve Your Telephone Skills - 'How To Win & Keep Customers'
> Telephone Skills & Customer Care

Administrative Skills
> Office Management

Sales & Marketing
> Improving Your Sales Skills - The Key Elements Of Successful Selling
> Presentation Skills - Making A Powerful Impact On Any Audience

Personal Development
> Assertiveness Skills (& Dealing With Difficult Situations)
> Developing Effective Interpersonal & Communication Skills
> Self & Time Management

Additional Courses:
> Health & Safety Seminar
> Business Ethics & Customer Focus
> Conducting Effective Appraisals

Her training technique varies from ‘Trainer’ to ‘Facilitator’ , depending on the objectives of the programme 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. Her ability to develop programmes that are ‘on target’, enjoyable, and highly effective, has made Sheereen one of Spearhead’s most popular trainers in the Gulf.