Hospitality Assured is the quality standard created by the Institute of Hospitality, specifically for customer facing businesses. We enable organisations to reach and exceed their full potential by following world class processes, customer service standards and employee engagement.

We work predominantly with the hospitality, facilities management, healthcare and education sectors. However, the standard is applicable to any business that has a responsibility to deliver a service to a third party whether the service is paid for or free at the point of delivery.

The aim is to improve processes, operational efficiency and colleague satisfaction, culminating in a wide range of outcomes that can include higher profitability, process enhancements, cost savings, an improvement in reputation, increased customer loyalty and improved customer feedback outcomes driving business success.

You will need to consider when it best suits the business to carry out the on-site assessment, which can take between one and five days depending on the size of the business, the number of employees and units undertaking the assessment.

The Hospitality Assured welcome pack will supply you with everything you need to know from “start to finish” and “everything in between”.  This is the start of your journey to achieving “customer service excellence”.

The nine steps of the Hospitality Assured process are:

• Market & Customer Research
• Customer Service Excellence and Organisational Culture
• Strategy & Leadership
• Managing your Operation
• Management and Optimisation of Resources
• Employee Engagement & Learning
• Evaluation of Performance
• Service Recovery
• Continuous Improvement

Every organisation has a different starting point. In general accreditation takes from three to nine months.

Affordability is assured by fees which relate to business size.

Register for free and receive a free no obligation consultation over the telephone with an Assessor, who will discuss how your business would benefit from the Hospitality Assured process and potential costs.

We’ve worked with a huge range of clients from a variety of sectors, including renowned universities and education institutions like Mitie, Sodexo, TLC Care, Royal Holloway University and luxury hotels such as Grantley Hall.

Accredited 60%-75%, Premier 75%+, World Class 80%+ across all nine steps.