About Cumbria Training Services
Cumbria Training Services was set up by Justine Douglas after having a strong desire to share her knowledge and skills gained from a wealth of experience in the Catering, Hospitality and Tourism industries.
Over 25 years experience working in local bars, hotels, restaurants and local travel agent, including 15 years invaluable experience with one of the UK's leading charter airlines Airtours/MyTravel Airways (now having merged with Thomas Cook). Within the airline, roles ranged from Cabin Crew to Cabin Supervisor and Cabin Crew Manager. In addition to the role of Cabin Crew, Justine was also a Cabin Crew Recruiter and a Sales Ambassador/Motivator, which involved travelling regularly to 13 bases within the UK to motivate the Cabin Crew community (either at base or on flights) to increase sales. During the role of Cabin Crew Manager Justine looked after the welfare and development (coaching, guiding and training) of individuals and teams all over the UK and Finland (up to 400 crew at Manchester, up to 200 at Birmingham, 45 at Teesside and 60 Finns in Helsinki, Finland).
Further experience is gained from being a self employed trainer, recently training "Customer Service and Sales" courses to the likes of East Midlands Trains and Sun Express cabin crew (Turkish charter airline).
Currently an Assessor at ISPY (In-flight Sales Person of the Year) which is an annual 5 day event where airlines from all over the world are invited to send over to the UK their "Greatest Selling Cabin Crew" to attend a series of workshops and training sessions. Justine assesses their selling ability, skills and knowledge and the overall winners are chosen and rewarded. It is a prestigious event within the aviation world "the Oscars of the airline industry". It's a fantastic opportunity to build relationships and friendships with people from different nationalities and cultures, from all corners of the world.
Justine prides herself in "practicing what she preaches" and doesn't lose sight of how it feels to attend a training course: "Put yourself in the customer's shoes.....How would I feel if it was happening to me"? Therefore, a learning environment is consistently created that is relaxed and friendly and where the atmosphere is engaging. Sharing different experiences, thoughts and ideas are encouraged and they bring the course to life giving it that unique, personalised edge.
Cumbria Training Services have recently completed Customer Service courses for:-
Wheyrigg Hall Hotel and Restaurant
Walby Farm Park (Judged 'National Farm Attraction of the Year 2010' (NFAN) 'Best Tourist Attraction 2010' & 'Best Visitor Attraction 2008' (CN Group) Finalist 'Outstanding Customer Service' 2010 & 'Large Visitor Attraction of the Year 2009' (Cumbria Tourism)
"We were delighted in the insight which Justine had into our customer's needs and the professionalism with which she dealt with all our staff. From first time employees to those with a wealth of experience they were all included and involved in the discussions. A good mix of direction and discussion and a variety of topics tailored to our needs. We would have no hesitation in recommending Justine and Cumbria Training Services"
Neil and Katie Milbourn, Walby Farm Park
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