The Institute of Hospitality’s sell-out Annual Lunch recognised Hospitality Assured Award winners for their outstanding customer service and business excellence in 2012. The winners cover a wide cross-section of the hospitality industry, including the conference, budget hostel, and contract catering sectors.
The five awards presented at the London Hilton Metropole comprise a mixture of earned awards (the highest scoring organisation and newcomer) and those selected by the distinguished panel of judges: Ufi Ibrahim FIH, chief executive of the British Hospitality Association; Andrew Lockwood FIH, associate dean and Forte professor of hospitality management at the University of Surrey; and Philippe Rossiter FIH, chief executive of the Institute of Hospitality. The winners:
1. Highest Scoring Organisation: Edinburgh International Conference Centre
The Hospitality Assured (HA) process gives users an annual score across nine business and service criteria and the Edinburgh International Conference Centre achieved the highest overall score of all HA clients for its performance during 2011.
Assessors noted the clear and thorough documentation of procedures, standards and checklists, flexibility of staffing, increasing levels of multi-skilling and comprehensive training programmes which all contribute to the achievement of high standards at EICC.
2. Highest Scoring Newcomer: ISS Facilities Services at Open University, Milton Keynes
Assessors found evidence of a loyal customer base at the Open University campus which is used by 1,200 academic staff and 250 post graduates. A clearly defined process of gathering customer feedback which is then used to improve service provision is among the factors that make ISS Facilities Services at the Open University the highest scoring newcomer to the Hospitality Assured standard.
3. Most Innovative Use of the Standard: The Royal British Legion – Poppy Break Centres
Poppy Break Centres are wholly owned and funded by the Royal British Legion and used to provide quality accommodation and relaxation facilities for ex-military personnel and/or their dependants who are in need of a holiday at no cost. There are four such centres in the UK, in Bridlington, Southport, Portrush and Weston-super-Mare, which are run on a hotel-style basis. Throughout the centres, assessors found a warm friendly atmosphere and a strong ethos of guest comfort and well-being in all aspects of service delivery.
4. Champion of the Year: Jeremy Wood, BaxterStorey
“Jeremy Wood is the inspirational managing director of BaxterStorey’s North of England and Scotland regions who understands that a motivated, happy team at all levels is fundamental to delivering the group’s business objectives. He has built a strong, proud and loyal team around him, who are in tune with the company’s vision, feel valued, and really want to do a good job, ” wrote Noel Mahony FIH, chief executive, BaxterStorey in the nomination.
5. Team of the year: Morag’s Lodge, Loch Ness, Scotland
Teamwork and listening to their customers contributed to a 9% revenue increase in 2011 at Morag’s Lodge. Understanding and listening to customers has resulted in 98% of those who responded to questionnaires saying they would consider recommending Morag’s Lodge to their family and friends.
“What would you like to see on our evening meal menu?” was one question to guests. Many responded with “Scottish”, “local” and “seasonal”. As a result the team decided to make full use of the Lodge’s garden. A team of community gardeners who use volunteers from deprived areas of Glasgow came to Morag’s Lodge for a long weekend in March 2011. During this time they held workshops on various topics, including how to construct and maintain a low-maintenance kitchen garden, composting, companion planting and pest control.
For more information on the Hospitality Assured standard, visit www.hospitalityassured.com