SuperHost Trainers and Facilitators

Michael Abe - SuperHost Fundamentals & Japanese Service Expectations Trainer
Michael has worked at Tourism Victoria for ten years both at the Infocentre and the Administration office. Prior to that he lived and worked in Japan for 6 years, teaching English, giving him experience in having fun while learning and also to to be able to give first-hand insight into the Japanese culture. In addition, Mike also teaches Aikido, a non-aggressive Japanese Martial Art and finds teaching both SuperHost and Aikido a great way to continually learn from one's students.

Liza Glynn - SuperHost Fundamentals & Customers with Disabilities Trainer
Liza Glynn - Superhost Fundamentals & Customers with Disabilities Trainee. Liza demonstrates recognition of and respect for people's diversity and individual differences. She has worked within the Tourism & Hospitality industry for over 15yrs and has a diploma in Tourism Industry Administration & recently completed her Business Marketing diploma in Camosun. She is energetic and inspiring and with a little humour believes any bad situation can be turned into a triumph. As an individual with a disability, she is able to recognize the needs of this segment of the population in our community. Liza offers a unique combination of personal strengths, challenges, education, and background.

Mandy Kray - SuperHost Fundamentals, Service Across Cultures Trainer, Sales Powered by Service & Solving Problems Through Service Trainer
Mandy Kray first became involved in the Tourism Industry in Victoria about 27 years ago as a student. During a break to raise a family she became involved in a variety of volunteer jobs working in the community and schools and also teaching fitness at a local recreation centre. Her interest in Tourism was rekindled with the Commonwealth Games held in Victoria in 1994 by playing the part of the official mascot, 'Klee Wyck'. This gave her a realization of how important customer service and welcoming the world to Victoria really was!
Mandy re-entered the Tourism Industry in 1997 starting at Camosun College in the Tourism Diploma Program writing a term paper on the SuperHost program. This opened doors for her, as she soon became a trainer and facilitator of the program. Mandy is also involved in the industry as a co-owner and tour guide of a walking tour company in Victoria. Mandy's workshops are high energy and fun-filled as she is very down to earth and enjoys working with young people to show them the importance of listening and communication skills in a 'hands on way' and how rewarding a simple friendly smile can be to a visitor or customer in an unfamiliar environment.

Ursula Pfahler - SuperHost Fundamentals, Service Across Cultures, Sales Powered by Service & Solving Problems Through Service Trainer
After 20 years of experience in adult education Ursula still enjoys teaching, training and learning from her students. Her other career as a tour coordinator/ tour director gives her the chance to practice what she preaches and to continuously update her inventory of stories for Superhost Fundamentals and Service Across Cultures. Ursula believes in supportive learning environments and that’s what participants will find in her workshops. Ursula is a designated Master Trainer for Tourism BC.

Maria Kirley - SuperHost Fundamentals
Maria joins our highly regarded SuperHost training team with 20 years of hospitality work experience ranging from serving, bartending to kitchen preparation. She also held lucrative posistions in the insurance industry, mainly in sales. With a move to Sidney, BC, Maria became the Coordinator of a Youth Employment Program for the Penninsula Community Services. Here she recognized the importance of SuperHost training for the youth that came through her program. Now Maria delievers the program to various businesses and youth in the CRD.

Gayla Baranieski - SuperHost Fundamentals
Gayla learned to appreciate the value of quality customer service in her roles as an employment counsellor for the government, and as student support staff at Camosun College. She found that providing a friendly face and an empathetic listening ear helped create a supportive environment and led to more effective communication. While taking a year off in 2005, Gayla had the opportunity to volunteer as a Downtown Victoria Ambassador. During this time, she attended a SuperHost workshop (“Service Across Cultures” facilitated by Ursala Pfahler) and was hooked. Gayla is excited to be the newest member of the Victoria SuperHost Team!

Caroline Lennox - SuperHost Fundamentals
Caroline Lennox ("call me Chaz") moved to BC in 2005 due to the call of the water.  She is an avid sailor and is currently working towards her instructor certification so that she can provide instruction and cruising services  for visitors .  Chaz's educational background includes a Master's in Business Administration, and Project Management certification.  She has worked for many years in  various areas such as sales, proejct management, leadership, customer service and training. Locally, she has  taught  at Royal Roads University, and is also progressing though the University of Victoria's Certificate in Adult and Continuing Education program.  Chaz is a firm believer in the value of people and the simple act of creating smiles on a daily basis.