Hospitality Assured Graham Walker FIH MBIFM Director & Assessor graham@hospitalityassured.com www.hospitalityassured.com @hospassured 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 contract ed 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 contract ed 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 A Journey to Excellence
2 GROUP & DECIDE THE PRIORITISE IDENTIFY THE FLEXABILITY CREATE & SHARE ‘CUSTOMER 5 ISSUES To Meet the THE VISION ADAPTABILITY SERVICE 3 1 needs PROMISE’ Honesty What/Where do we of the plan One Team Culture START 4 Look & See! want to be & when ‘Say what we do & ‘Can do’ do we want to be do what we say’ there 6 ANCHOR MEASUREMENT & SET & IMPLEMENT CHANGES MONITORING THE STANDARDS PERFORMANCE 9 Its naturally the & DELIVERY best way to do 8 Make it happen! Customer Feedback things! 7 Team Feedback One way, the right way 10 No excuses REVIEW PLAN & ADJUST AS NECESSARY Take stock Critical self CONTINUOUS EMBED QUALITY assessment JOURNEY NOT A PROCESS NO END! CULTURE DESTINATION 11 12 Recognition No going back Celebration of The only way is forward successes
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 organisations. Success in Facilities Management is reliant on 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
Hospitality Assured operates in your sector and many others 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 A Journey to Excellence
Hospitality Assured STEP 1- STEP 9 – Customer Research: Customer Satisfaction Improvement: Understand Customer Expectations Use customer feedback to improve services STEP 2 – The Customer Promise : STEP 8 – Service Recovery: Get feedback from your State clearly the service you will provide customers STEPS 3 & 4 – Business STEP 7 – Leadership & Planning & Service Delivery: Operational Planning & Deliver the service Standards of Performance: Plan Delivery STEPS 5 & 6 – Resources & Training & Development: Check you have Adequate resources 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 A Journey to Excellence
Thank you any questions please A Journey to Excellence
Factors Affecting The Meal Experience RELATIONSHIPS RESTRICTIONS ENVIRONMENT THE MEAL MOOD TIMING EXPERIENCE PARTICIPATION SENSORY PERCEPTION
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.
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