Accommodation & Hospitality Services Hospitality Assured

Accommodation & Hospitality Services Accommodation and Hospitality Working Group  Kevin McCormick  Debbie Price  Clare Pell  Jodie Whaley  Sarah Bull  Heather Clarke  Lucy Blatchford

Accommodation & Hospitality Services What is Hospitality Assured?  Standard for Service and Business Excellence  Continuous improvement  Championed by Hotel and Catering Management Association  Focuses on the customer experience

Accommodation & Hospitality Services Hospitality Assured – The benefits  We will have a clear focus for our business moving forward  Everybody in our department will have something collectively to get behind  We will develop a productive and enthusiastic department encouraging commitment and energy across our business  Best practice template which can be used to continually improve our business  Recognised Nationally (Internationally) as a business that has reached a high standard of customer service  Compare performance of our business with other businesses in a National benchmarking database maintained by the University of Surrey  More likely to attract a high calibre of staff and retain existing staff  Member of an exclusive group of businesses who meet to discuss and exchange views on best practice and develop new business opportunities  Work life will become simpler and easier and we may even resolve problems and dilemmas

Accommodation & Hospitality Services THE TEN STEPS The Customer Promise Business Planning Operational Planning Standards Of Performance Resources Training and Development Service Delivery Customer Satisfaction Improvement Service Recovery Customer Research

Accommodation & Hospitality Services The Route to Accreditation Understand the standard Complete the Self Assessment Access HA Advisor to implement improvements Send results to HA Score Identify areas for improvement Receive comparisons of our performance with others in our sector area etc If achieve a score of 60% or above go forward for HA Accreditation

Accommodation & Hospitality Services So far……….  Meeting monthly as a working group  Collating evidence against the 10 Steps  U/accommodation/shared/working groups/hospitality assured

Accommodation & Hospitality Services What next………..  Continue to gather evidence to go into folder  Cross checking of evidence by another department (Catering)  Assessment on April 21 st and 22nd

Accommodation & Hospitality Services What we need you to do….  Communicate the concept of HA to teams and positively promote the ethos behind it  Encourage excellent customer service within your teams at all times - practice what you preach!  Empower staff to act and provide a responsive service  Make clear our organisation’s values in respect of service