History of Hospitality Assured 1993 HCIMA (now IoH) commission - - PowerPoint PPT Presentation

www.hospitalityassured.com @hospassured

A Journey to Excellence

Graham Walker FIH MBIFM

Director & Assessor

graham@hospitalityassured.com

Hospitality Assured

A Journey to Excellence History of Hospitality Assured

• 1993 – HCIMA (now IoH) commission project to develop

customer service improvement tool

• 1998 – Hospitality Assured launched – 12 step Standard
• 2003/4 – First Review – 10 Steps. Standard aligned with

EFQM Excellence Model

• 2011 – Second Review – 9 Steps. New accreditation process

introduced

• 2016 – Management of HA contracted to a new company

(Hospitality Ltd. t/a Hospitality Assured). Owned by 4 Assessors who are the Directors

A Journey to Excellence My experience of Hospitality Assured

• Guy’s & St Thomas’ NHS Trust
• 262 Different Nationalities
• Multi million £ operation
• First Hospital catering department in the country to gain HA
• St Andrews Healthcare, private Healthcare sector
• Multisite operation
• Challenging customers
• Service assessments in Hamad Medical Corporation &

Cleveland Clinic

• 2016 – Management of HA contracted to a new company

(Hospitality Ltd. t/a Hospitality Assured). Owned by 4 Assessors who are the Directors

A Journey to Excellence

Principles of Excellence

• Customer Focus, first and foremost
• Results Orientation
• Leadership & Constancy of Purpose
• Management by Processes & Facts
• People Development & Involvement
• Continuous Learning, Improvement &

Innovation

• Partnership Development
• Corporate Social Responsibility

A Journey to Excellence

What is Hospitality Assured?

A systemised approach to continuous service delivery excellence uniquely developed by industry champions for the service sector and assessed by a specialised group of hospitality professionals

A Journey to Excellence

To make sure all the pieces of the puzzle fit together?

A Journey to Excellence

What is Hospitality Assured?

• A service and business excellence standard -

a continuous improvement business tool

• Endorsed by British Quality Foundation and Quality

Scotland as meeting the criteria in the EFQM Business Excellence Model and supported by the BHA and IOH

• Measures Performance

 Is it Happening? - Your approach  Is it being done Systematically? – Deployment  Is it Effective? –

• Measurement and Review
• Innovation and Improvement

A Journey to Excellence

Performance Measurement Framework

• Establish key goals
• Establish metrics
• Understand performance
• Initiate improvement
• Implement and review

IDENTIFY THE ISSUES CREATE & SHARE THE VISION GROUP & PRIORITISE

3

START CONTINUOUS PROCESS NO END!

To Meet the needs

• f the plan

Honesty Look & See! What/Where do we want to be & when do we want to be there

DECIDE THE ‘CUSTOMER SERVICE PROMISE’

‘Say what we do & do what we say’

4

FLEXABILITY ADAPTABILITY

One Team Culture ‘Can do’

5

SET & IMPLEMENT THE STANDARDS

Make it happen!

PERFORMANCE & DELIVERY

One way, the right way No excuses

MEASUREMENT & MONITORING

Customer Feedback Team Feedback

9

ANCHOR CHANGES

Its naturally the best way to do things!

REVIEW PLAN & ADJUST AS NECESSARY

Take stock Critical self assessment

EMBED QUALITY CULTURE

Recognition Celebration of successes

JOURNEY NOT A DESTINATION

No going back The only way is forward

2 1 6 7 10 11 12 8

A Journey to Excellence

Why Hospitality Assured?

• Hospitality Assured goes further, it does focus on the

process but also looks at your operation through the eyes of the customer Accredited organisations have to demonstrate that the customer perceives you have ‘got it right’

A Journey to Excellence

Who is Hospitality Assured For?

• Any organisation that prides itself on giving excellent

customer service can go forward for accreditation. The Standard is good business practice for customer facing

• rganisations. Success in Facilities Management is reliant
• n excellent customer service.
• Predominately we operate within the Hotel, Conference

Centre, Healthcare, Restaurant, Holiday Park, Transport and Leisure sectors, assessing large or small single or multi-unit organisations.

A Journey to Excellence

Multisite whole facilities providers, Hotels, National sports training centres, Hospitals private & public sector, Private catering contractors, Tour companies, One airport, Universities, Woodland holiday providers, Private Members Clubs, National and international conference centres

Hospitality Assured operates in your sector and many others

A Journey to Excellence Hospitality Assured

STEP 1- Customer Research: Understand Customer Expectations STEP 8 – Service Recovery: Get feedback from your customers STEP 9 – Customer Satisfaction Improvement: Use customer feedback to improve services STEP 2 – The Customer Promise: State clearly the service you will provide STEPS 3 & 4 – Business Leadership & Planning & Operational Planning & Standards of Performance: Plan Delivery STEPS 5 & 6 – Resources & Training & Development: Check you have Adequate resources STEP 7 – Service Delivery: Deliver the service

A Journey to Excellence

Hospitality Assured - Strategic Steps

• 1. Customer Research

Marketing, sales, promotion, competitors offering for comparison and improvement and public relations

• 2. Customer Service Promise

Setting and communication of customer expectations (now and for the future)

• 3. Business Leadership and Planning

Constructing a business plan and leading the organisation including a strategy for sustainability

A Journey to Excellence

Hospitality Assured - Organisational Steps

• 4. Operational Planning and Standards of Performance

Plan, organise, set standards and manage day to day operations

• 5. Resources

Provision and management to enable delivery of the products and services

• 6. Training and Development

Development, training and management to ensure people’s full potential is realised

A Journey to Excellence

Hospitality Assured - Delivery Steps

• 7. Service Delivery

Ensure all plans are implemented effectively

• 8. Service Recovery

Prevent future failures

• 9. Customer Satisfaction and Improvement

How not to become complacent – the enemy of excellence

A Journey to Excellence

Hospitality Assured - What does it do?

• Promotes and recognises the highest

standards of service excellence

• Ensures all parts of the organisation are

focused on customer service

• Improves business performance and

competitiveness

• Supports the development of a service

excellence culture

A Journey to Excellence

Hospitality Assured – How does it impact on the front line service delivery teams?

• Improves self esteem, through the

satisfaction of a job well done

• Improves service excellence
• Enables teams and individuals to further

develop skills and excel in service delivery

• Improves local ownership of performance

and internal competition

• Establishes service excellence culture as

the norm

A Journey to Excellence What are the benefits and Return on Investment?

• Provides the impetus to continually develop/

improve

• Improved employee engagement
• Improved customer service = Improved

productivity, market share & profits

• Sharing best practice and benchmarking (internal

and external)

• Kudos of EFQM model and Hospitality Assured

A Journey to Excellence Next steps

Thank you any questions please

A Journey to Excellence

Factors Affecting The Meal Experience

THE MEAL EXPERIENCE

RELATIONSHIPS ENVIRONMENT TIMING SENSORY PERCEPTION PARTICIPATION MOOD RESTRICTIONS

Thought for the Day!

Food itself, whilst very important, is not a panacea to a positive meal experience or a good nutrition solution, it is merely one ingredient.