Glen Osburn

• Focus on Learning & Development: Designed and delivered leadership and emerging leader classes for multinational teams onboard, directly teaching managers how to adapt leadership styles across diverse cultures (63 nationalities represented).
• Conducted onboard training sessions in service excellence, guest engagement, and emergency preparedness.
• Functioned as both trainer and facilitator, coaching future leaders while modeling Disney’s 5 keys.

• Focus on Organization-Wide Training: Established and launched a full corporate training division (“Heritage University”), creating curriculum and facilitating sessions across every property in the portfolio.
• Developed hospitality, leadership, and service training programs, standardizing guest experience across multiple hotels and brands.
• Served as lead instructor, personally training general managers, department heads, and front-line employees, ensuring consistent alignment with the brand’s mission and values.

• Focus on Coaching & Cultural Development: Introduced leadership accountability programs, guest experience innovation challenges, and monthly roundtables for department heads.
• Designed a leadership curriculum and vision workshops for management, improving motivation, service consistency, and team culture.
• Facilitated team-building programs and trained leaders to deliver coaching-style management, directly impacting guest satisfaction and employee retention.

• Focus on Comprehensive Leadership Training: Trained and developed the entire new leadership team for two luxury spa resorts, covering all aspects of hospitality management.
• Designed and facilitated workshops in forecasting, revenue management, budgeting, capital planning, and operational efficiency.
• Coached leaders across every department — spa, rooms, F&B, finance, and guest experience — ensuring consistent standards of excellence.
• Delivered guest service and leadership development programs to build a strong culture of accountability and hospitality-driven leadership.

• Focus on Executive Coaching & Business Consulting: Currently provide leadership and team development programs for CEOs, executives, and business owners.
• Offer culture audits, leadership vision coaching, service training, and executive retreats, using proven frameworks from Disney and luxury hospitality.
• Act as educator, keynote speaker, and consultant, tailoring programs to industries ranging from healthcare to hospitality, with a focus on building confident leaders and people-first workplaces.

• Certified First Aid, CPR, AED Instructor
• Certified Lifeguarding Instructor
• Certified Scuba Divemaster (leadership and training in safety-critical environments)

• Supervised daily beach operations, lifeguarding teams, and guest activities to ensure safety, service excellence, and Disney-quality experiences.
• Served as In-Service Training Leader, conducting ongoing CPR, First Aid, water safety, and rescue readiness training for lifeguards and recreation staff.
• Developed a culture of safety, accountability, and guest-first service across the island’s recreational operations.
• Partnered with leadership to implement service standards, coaching sessions, and continuous improvement initiatives, preparing team members for advancement.
• Balanced guest satisfaction and operational safety, ensuring a world-class Disney private island experience for thousands of guests daily.

Sites: Tenterden Leisure Centre, Maidstone Leisure Centre, Rye Sports Centre, Crowborough Leisure Centre, Uckfield Leisure, and Guildford Spectrum, Weald sports centre, Tonbridge swimming pool, Larkfield Leisure Centre, David Lloyd Leisure (multiple locations)

• Served as a certified Royal Life Saving Society Trainer & Assessor, responsible for training, certifying, and assessing lifeguards across multiple leisure centers.
• Delivered structured instruction in lifeguarding, water safety, first aid, CPR, AED, and emergency response, ensuring compliance with RLSS and UK leisure industry standards.
• Developed and mentored leadership teams and frontline staff in pool supervision, guest safety, and risk management protocols.
• Oversaw staff inductions, ongoing in-service training, and performance assessments, building strong safety cultures at each site.
• Balanced operational management and training responsibilities, supporting facilities in both daily guest service and professional staff development.

• Selected to join the Leadership New Mexico Core Program, a prestigious statewide leadership development initiative bringing together professionals from business, government, and community sectors.
• Engaged in an intensive curriculum covering public policy, economic development, education, healthcare, environment, and cultural diversity, designed to broaden understanding of key issues shaping New Mexico.
• Participated in seminars, workshops, and collaborative projects across multiple regions of the state, strengthening cross-industry problem-solving and civic leadership skills.
• Built a diverse professional network of peers and leaders, fostering opportunities for collaboration, mentorship, and community impact.
• Applied program insights to advance leadership training, organizational culture, and community engagement within the hospitality and consulting fields.

• Experienced public speaker and keynote presenter on leadership, service excellence, and team culture.
• Engaged audiences ranging from small executive retreats to large conferences, delivering inspirational guest experience speeches tailored to specific industries.
• Highlighted for ability to blend storytelling from cruise ships and luxury hospitality with actionable leadership frameworks.