About the Ebook
My name is Ian Johnstone. For the last 20 years, I have been involved in the Hospitality and Customer Services industries in the United Kingdom and Australia, and more specifically, Learning and development for the past 15 years. During this time, I have worked with business of all sizes, from small independent business, 4 and 5-star luxury hotels, through to international brands. I am the founder of Profitable Employee, a Competency Based Training company that specialises in helping business to improve performance, increase productivity and generate more profit.