Hospitality Assured - A proven process for implementing service excellence and business improvement
"We have decided solely to focus on HA as it has such an all encompassing business focus and it is the standard of our industry's Institute which is extremely important to our company."
- Christian Armstrong, People & Development Director, Guoman & Thistle Hotels
"This prestigious award demonstrates our continued commitment, enthusiasm, hard word and professionalism to provide high quality, high value customer focused services. Importantly, this award also assures our customers that we provide services and facilities that are nationally accredited to a very high level and we are proud to be associated with the Institute of Hospitality."
- Lee Moore, General Manager, Lilleshall National Sports Centre
"The process encourages our business to look at our own operation from the customer's perspective and to see where improvements can be made to benefit the business. This is done by looking at how our core business is scored against the criteria in the standard. Our customer service promise is to put people at the heart of our business and to provide friendly and professional service in a calm and safe environment. We are proud to have continued our accrediation under the scheme for the last eight years."
- Callum Smith, Airport Duty Manager, Inverness Airport
We have been using Hospitality Assured as the primary business development tool since 2003 and have experienced year by year improvement. Our focus on Customer Research, is not just something we do if we have time, it is a vital part of the “Henley Experience”, thanks to Hospitality Assured. (...to read more)
Alan Brand, Director of Hotel and Estate Services, Henley Business School
Avenance City Region was absolutely delighted to receive the accolade of a successful reassessment of their Hospitality Assured status, and to receive such encouraging scores. (...to read more)
Chris Sprague, Regional Managing Director, Avenance City & Corporate
"We are absolutely delighted to receive Hospitality Assured accreditation. I see Hospitality Assured as part of a much wider commitment we have to continuous improvement and the comments made by the external assessors will enable us to focus on the areas that will help us improve our service to all our customers."
Riddell Graham, Director Strategic Partnerships, VisitScotland
"Hospitality Assured has enabled the Edinburgh International Conference Centre (EICC) to achieve the highest service standards as well as continual annual improvements, via benchmarking and ongoing independent reviews.
We look forward to the new Hospitality Assured standard for 2011 which will support the EICC’s existing Business Excellence Framework and enable the team to achieve client delight targets.
The approach to Self-Assessment, which is less procedural-focused, is an advantage. It will serve to provide a more in-depth knowledge of the organisation and the whole service sector. This will also help increase the marketing of the scheme to generate greater awareness and promote ‘Service Excellence’ as the national characteristics of the industry."
Reynaldo Guino-o, Business Excellence, Edinburgh International Conference Centre
