Hospitality Assured, the quality standard created by the Institute of Hospitality in 1998, is to operate as a separate licensed business. A consortium of its assessors has been licensed to market Hospitality Assured.
Peter Ducker FIH, Chief Executive of the Institute of Hospitality, says: “We believe that this is a natural step forward for Hospitality Assured. It is customary at the age of 18 to stand on your own feet and go out and explore new and exciting opportunities. I am pleased that the Hospitality Assured Standard is in safe hands, as the Board of Directors comprises five experienced assessors who are very much in touch with the market. The Institute of Hospitality will remain actively involved as custodians of the Standard.”
Trisha Bennett FIH, communications director at Hospitality Assured, says. “We are passionate about moving Hospitality Assured forward and making sure it is the tool of choice for more and more businesses (both in the UK and overseas) to continuously improve their customer service and gain competitive advantage through excellent business practices.”
Hospitality Assured consists of an accreditation process that encourages businesses to look at their operation from the customer’s perspective. The assessment process involves interviews with members of staff at all levels. Responses and evidence are then collated based around the criteria within the nine steps of the Standard which is based on the Excellence Model of the European Foundation for Quality Management (EFQM). Analysis of the results provides benchmarking metrics enabling organisations to determine their current level of excellence and where they need to focus improvement efforts in their drive towards being more competitive.
As a means to continuously improving their customer service, Hospitality Assured is used by a wide range of organisations, including local authorities, universities, contract caterers, facilities management firms, tourism attractions, hotels, care homes, event venues, sports centres, members clubs and accommodation providers.
Hospitality Assured is widely used in the UK and has reached as far as Qatar. Through a franchise agreement with the Caribbean Tourism Organisation it is used by more than 50 tourism and hospitality businesses across the Caribbean. UK Hospitality Assured clients include BaxterStorey, ISS, Oxford Brookes University, Royal Holloway – University of London, University College London, Bournemouth International Centre, Edinburgh
International Conference Centre, The Moller Centre, Center Parcs, Tees, Esk & Wear Valleys NHS Trust, Frimley Park Hospital, Harley Street Clinic, Southampton City Council, Silverstone F1 Hospitality, Highlands and Islands Airport, The Capital Hotel, Lucknam Park Hotel, Bisham Abbey National Sports Centre, Surrey Commercial Services, St Monica’s Trust, Dudley Catering.
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