Anna joined the School in 2004. Her work experience is in food and beverage operations with chain hotels in Switzerland and Zambia combined with teaching and research in the UK and Zambia. Customer satisfaction, loyalty, relationship marketing and quality management are a strong focus of her operations management interest. Anna is currently using her experience in Europe and Africa to develop research in international hospitality and tourism within the context of developing countries. Her two areas of interest are sustainable capacity building in African tourist destinations; and hospitality and tourism educational provision in sub-Saharan Africa. Her research contribution to the School includes: reviewing the difficulties and successes of organic food in catering in the UK, food service retail operations in China, recruiting Asian graduates, the development of hospitality education institutions in Eastern Europe and Russia, identifying funding opportunities, and an evaluation of innovative approaches to teaching to enhance student-centred learning in six European countries. Following significant work with placement students and placement assessments she has now embarked on research in coaching and mentoring.