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Matthew Shiells-Jones

Main Details

Full name Matthew Shiells-Jones
Country United Kingdom
Primary language English
Specialist areas

I am a specialist in hospitality (specifically hotels and front of house service with back of house operations at all levels). I am a leading voice in guest interaction and satisfaction, current trends and best practice in the industry from revenue through to operations management and legalities. I am also a specialist in consumer behaviour and the psychology behind decisions, particularly complaints. I have published one book on hotel reception roles, publish articles to a variety of sources across the world and am a figurehead within the industry for pushing through new practice and standards - my next book, which is the first book in the world to define hotel standards, is due for publication in 2013.

Editorial work News writing, Features writing
Last updated 14-12-2012 12:54


I have worked in the hospitality and customer care industry for 18 years at a variety of levels and have become an outspoken voice in the industry for my, sometime controversial, views on industry practice and revenue management.

I have always worked front line with customers, even when working as a trainer of customer care advisors, I still regularly took calls and dealt with complaints.

I have operated my own website for several years under a number of guises, firstly to provide professional hotel reviews which expanded to become a several-thousand point audit system for hotels carried out by professional auditors, this became the worlds first standardised worldwide hotel rating scheme, however finances ran out so the company folded. the site remained and became a personal blog, which has exploded in popularity in the industry day on day.