Team Architect

Caroline Mace
Revenue Management Architect

Caroline Mace
Revenue Management Architect

Caroline has been Director of Encore Consulting Group for over a decade, with a core focus on improving revenues and profitability across the hospitality industry. Over the course of her work she has delivered measurable results with a clear impact. She is a keen believer in getting the culture right before changing the processes or systems.

Caroline has developed and delivered a wide range of training, consulting and workshop-based programmes in areas ranging from operations and systems efficiency to service improvement and marketing. Her consulting work has ranged from inventory management systems, activity-based costing and operational audits, through market research and competency profiles, to standards documentation and marketing planning.


  • Organisational Re-alignment for Profitability Focus
  • Revenue Management and Profitability Improvement
  • System Selection
  • Optimal Systems Configuration
  • Best Practices Design and Documentation
  • Cohesive, Profit-oriented Measurement Methods for Balanced Scorecards


  • Senior Director PricewaterhouseCoopers Hospitality and Leisure Consulting
  • Operations Manager with Sun International Indian Ocean
  • Rooms Division Manager at the Mandarin Oriental Hong Kong
  • Director of Front Office Operations at The Waldorf-Astoria New York


  • Mandarin Oriental Hotel Group
  • Pan Pacific Hotels and Resorts
  • The Taj Group of Hotels
  • The Hongkong & Shanghai Hotels Ltd
  • University of Pretoria Graduate School of Business
  • Southern Sun Hotels
  • Solare Hotels and Resorts Japan
  • Holiday Inns

Caroline was also seconded to PricewaterhouseCoopers Hospitality & Leisure Consulting Division for Asia Pacific as Senior Director. In this capacity, she managed of a team of over 30 consultants, delivering a wide range of consulting services to a broad spectrum of clients. Caroline designed new products and expanded the client base. In addition to hotel management companies, her team worked with developers, institutional investors, gaming operators and tourism boards. Projects included market and financial assessments, econometric forecasting, asset management, performance and profit enhancement, branding, growth strategy, management and franchise agreements and technology strategy, including e-marketplaces.


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