FOUNDER AND CHIEF HAPPINESS OFFICER
One of the world’s leading concierge trainers, Katharine is considered by many to be one of the original founders of the independent concierge industry.
As a 20-year concierge industry veteran, Katharine has this amazing ability that inspires you and your staff to embrace a positive path and live your best life at work and at home. She coaches concierge & front line staff all over the world on how to go above and beyond and bring their “A” game to work. Katharine’s warm, friendly and approachable style inspires people to be their very best!
Katharine’s thirty year career started in 1984 in New York City where she started out as a receptionist for an advertising agency. In 1986 she started her event planning career and went on to become an event planner and concierge for Fortune 500 executives. She started her first company in 1995.
In 1998, a handful of pioneers discovered the world of the independent concierge and Katharine was one of them. If you looked around the U.S. back then, you might have found two dozen concierge services, but certainly no more than that. Sensing a need, Katharine propelled her meeting planning business into something more cutting edge: a company that offered concierge services to an eclectic range of industries that had yet to discover the world of the concierge.
In 2000, several of her Canadian clients called her and asked if she would ever consider forming a group for independent concierge. At the time, there were only a few associations in the United States and all of them were for hotel and corporate concierge, not independents. Why? Mostly because there was no independent concierge industry as yet. Later that year, Katharine founded the International Concierge and Lifestyle Management Association (ICLMA), the first association that targeted independent concierge companies. About 30 people joined in those early days and an industry was born.
Sadly, in 2012 Katharine contracted stage 3 breast cancer and had to retire from ICLMA to concentrate on her health. A few years later, ICLMA's board of directors closed the association (the group never recovered from the recession).
In 2016, Katharine came back completely healthy and went on to create ICLMNet – The International Concierge & Lifestyle Management Network.
From Subaru to the leading social media company in the world, Katharine has significantly helped companies around the world raise their level of service by training their concierge and front-line staff to provide concierge-level customer service. She also has this amazing ability that inspires you and your staff to embrace a positive path and live your best life at work and at home.
Today, Katharine uses her hard won wisdom and conducts workshops and conferences around the world to companies, groups and individuals on a variety of topics including customer experience, concierge and front line staff training.
She has assisted the U.S. Department of Labor in creating a brand new "concierge" category for their Occupational Information Network, and has trained the front line staff of a top social media company
Katharine has both been interviewed by and appeared on dozens of newspapers, magazines, radio and television shows from around the country including ABC News Nightline, CBS News, Good Morning America, MTV, Time Magazine, Money Magazine, Forbes, The New York Times and The Wall Street Journal to name a few.
Katharine is the author of six books including her award-winning inspirational book "Rainbows and Banana Peels", her two-time award-winning book “Going Above and Beyond”, and her acclaimed book “The Concierge Manual”.
A proud breast cancer survivor, Katharine was raised in New York City, earned a B.A. from Lake Forest College, and currently lives in North Carolina.
Katharine is available for full and half day consulting and training sessions, as well as keynote presentations for organizations across the U.S. and around the world.
To book Katharine to speak at your next event or training session, please call us at (919) 263-4003 (ET) during normal business hours (ET), and we will respond by the next business day. Available nationwide by arrangement and as a last minute guest.
One-on-One with Katharine