BaxterStorey has been awarded its highest Hospitality Assured score to date. The leading foodservice provider received 83.2%, ranking it among the highest-scoring organisations in the sector. The industry average is 73.1%.
Hospitality Assured is the quality standard created by the Institute of Hospitality and assesses nine key areas of business from customer research and business planning to service delivery and using customer feedback to improve services. It is the only standard within the hospitality sector that focuses on the customer experience and continuous improvement.
Organisations achieving the Hospitality Assured standard are required to illustrate that they are embodying outstanding performance and that in offering a service they make every effort to meet and exceed customer expectations. The standard scrutinises excellence in every aspect of service and business delivery.
In addition to observing working practices, service and team interaction, the assessors interviewed 76 BaxterStorey team members. The assessors visited 10 London sites operated by BaxterStorey, and programmes such as the Chef, Barista and Service academies were among initiatives, alongside the Graduate Programme, identified as providing teams, with the ability to provide an exceptional level of service.
Max Lawrence FIH, Director of Finance and Administration at Hospitality Assured, said: “BaxterStorey has taken part in the Hospitality Assured assessment for 16 years and its improved results each year highlight just how serious the business is about service excellence and the ongoing development of its team members.”
Alastair Storey, Chairman of BaxterStorey, said: “We are absolutely thrilled that our teams’ hard work and commitment to their craft has resulted in BaxterStorey being awarded its highest score ever. Asa business, we are dedicated to cultivating talent within the organisation and are extremely proud to see our training programmes commended in this way. Service excellence runs through every aspect of our business and we are delighted that our talented teams are recognised for their efforts.”
Earlier this year, BaxterStorey unveiled a dedicated Barista Academy training centre at its London office, and in February, it launched the Service Academy, an in-house programme to inspire team members to deliver service on a par with five-star hotels. BaxterStorey provides hospitality services for a wide range of customers at over 700 locations through restaurants, café bars, deli operations and executive dining rooms, employing more than 8,500 people.