LESLEY FOX | HOSPITALITY & TRAINING

“Everyone, irrespective of language or culture, knows what good service feels like. If you set up the processes correctly, you create space for excellence.”

As the Hospitality Operations Manager and Trainer at Fox Browne Creative, my role is to design and conceptualise exceptional guest experiences alongside our creative design team. I map out the guest journey from arrival to departure, ensuring every operational detail and touchpoint is meticulously planned. I also develop and deliver training programmes to inspire world-class service. Additionally, I specialise in retail strategies, shop merchandising, and in-store sales training.

My journey began with a BA in Dramatic Art from the University of the Witwatersrand, followed by a fulfilling career as an Associate Producer in the film and television industry. This high-pressure, deadline-driven industry prepared me well for my role as Group Operations Support Manager at andBeyond Travel, where I oversaw procurement, logistics, retail operations, and established standard operating practices for 30 award-winning lodges across Africa and India. I was instrumental in training staff and creating comprehensive styling guide manuals.

Subsequently, I took on the role of Project Manager for the development of the award-winning Angama in Masai Mara, Kenya for two years, where I also trained the opening teams.

Since 2012, Fox Browne Creative has been my professional home, where working hand in hand with the design team I have developed multiple award-winning guest experiences and impactful training strategies that inspire the hearts and minds of the operations teams to deliver gracious hospitality.