HOSPITALITY ASSURED
Pictured is NEWI’s Head of Commercial Services Lynda Powell receiving the Hospitality Assured plaque from the Standard’s General Manager Philip Stanley MIH, whilst her jubilant department look on.
APRIL 2008
NEWI is Hospitality Assured!
The Commercial Services department at NEWI (North East Wales Institute of Higher Education) at Wrexham – responsible for all on-site catering, hospitality, accommodation and conferencing and events services – has achieved prestigious Hospitality Assured status.
In qualifying for the Hospitality Assured accreditation, the department at NEWI underwent a rigorous assessment process over a two-day period to ensure they maintain high standards of service. The key areas of focus included customer and competitor research, business and operational planning, customer service delivery, training and development, and customer satisfaction improvements.
Commenting on the accreditation, Head of Commercial Services Lynda Powell said: "We are delighted to have achieved Hospitality Assured – our focus has always been about providing outstanding hospitality and customer service. Hospitality is about how we make a customer feel when we look after them and this needs to be combined with excellent service delivery. Hospitality Assured has helped us focus on the key areas that achieve these goals throughout the department; and the accreditation has given us the reassurance that we are doing the right things.
“The Standard has helped us to concentrate on the whole customer experience by ensuring all of our actions within the department are ultimately focused on giving the best service possible to our students and customers. In addition to being an excellent business planning tool, the Hospitality Assured process – leading to our assessment – has also been a great team building experience! We feel that this award is the ultimate recognition of the professionalism of our team.”