Hospitality Assured is a highly prestigious award, which City Catering has been accredited with since 2004. Hospitality Assured is The Standard for Service and Business Excellence in hospitality, championed by the Institute of Hospitality (IoH) and supported by the British Hospitality Association (BHA).
The standard is fully endorsed by the British Quality Foundation and Quality Scotland Foundation as meeting the criteria in the EFQM Excellence Model, which is owned by the European Foundation for Quality Management (EFQM). It is the only standard within the hospitality industry that focuses on the customer experience.
The process for achieving Hospitality Assured recognition is rigorous. It takes into account customer opinion and considers all the aspects of service from customers’ point of view. This is an accreditation, which is not achieved easily. It is an ongoing process that provides a series of performance indictors against which an organisation can continually judge and measure itself.
There are 10 key steps and 49 measurable indicators. The 10 steps are: Customer research; The Customer promise; Business planning; Operational planning; Standards of Performance; Resources (people, equipment, facilities); Training and Development; Service Delivery; Service Recovery and Customer Satisfaction improvement.
Three external assessors met over a two-day period with City Catering’s Management team, office staff, 50 catering staff in ten units, plus City Care Meals units and Civic Hospitality catering service. The portfolio of evidence required filled eight arch lever files.
City Catering joins a select band of organisations that have gained Hospitality Assured – these include the world famous: The Ritz, London; Centre Parcs and Malta-based Corinthia Hotels International.
Following our recent annual assessment City Catering not only achieved the highest ever accreditation score for its market sector but also achieved the highest ever scores in each of its ten areas of assessment.