We have achieved our highest Hospitality Assured score to date. As leading food service provider, we received an incredible 83.2%, ranking us among the highest-scoring organisations in the sector. The industry average is 73.1%.
Hospitality Assured is the quality standard created by the Institute of Hospitality. It assesses nine areas across the business, from leadership, to training and development, customer service and supply chain. It is the only standard within the hospitality sector which focuses on the customer experience and continuous improvement.
In addition to overserving working practices, service and team interaction, the assessors interviewed 76 of our team members. Training programmes including the Chef and Barista Academies, and Graduate Programme, were amongst initiatives identified as equipping teams with the skills and knowledge to provide an exceptional level of service.
Max Lawrence FIH, Director of Finance and Administration at Hospitality Assured, commented on the success: “BaxterStorey has taken part in the Hospitality Assured assessment for 16 years and its improved results each year highlight just how serious the business is about service excellence and the ongoing development of its team members.”
Alastair Storey, our Chairman said: “We are absolutely thrilled that our teams’ hard work and commitment to their craft has resulted in BaxterStorey being awarded its highest score ever. As a business, we are dedicated to cultivating talent within the organisation and are extremely proud to see our training programmes commended in this way. Service excellence runs through every aspect of our business and we are delighted that our talented teams are recognised for their efforts.”
A huge thank you goes to Christine House, commercial projects director and Andrea Gerber, privacy analyst who have undertaken considerable coaching and support to the site teams during the assessment.