Hospitality Assured - A proven process for implementing service excellence and business improvement

"The immediate benefit to the hotel is shown in an increase in job satisfaction and staff loyalty which in the long term, results in higher levels of staff retention. This provides a consistency with the front line staff which will generate repeat business from our customers."

Stephen Boxall, General Manger, The Ritz London

"What all aspiring and professionally run businesses want is delighted customers, profitable results, and a business that is expanding. Hospitality Assured has given us a road map to help us achieve these results. Since being accredited with HA-M in 2000, the EICC has increased its client delight by 9%, increased profit by 200% and grown our business by a minimum of 35% depending on which measure of growth is used."

Geoff Fenlon, HR/TQM Facilitator, EICC

"We have never assumed we always know what the customer wants - but, in the tradition of the Hospitality Assured standard, we now make even greater use of all the available reference material from customer feed-back and the trends that emerge. This means that now - and in the future - we can be sure we are providing exactly what the customer wants in terms of menu and service delivery."

David Pease, Managing Director, Sodexho Scotland

"Through the external inspection process the business has gained from a fresh and extremely professional insight into our operation, resulting in realistic and achievable improvement targets."

Kevin McKay, MBA, FHCIMA MLACA, Catering, Environment Department, Nottinghamshire C.C.

"The accreditation has helped the Trust to instigate its implementation of the current NHS 'Better Hospital Food' plan for catering services, as well as adhere to the principles of 'best value'."

Graham Walker, General Manager, Catering Services, Guy's and St Thomas' NHS Trust