Frequently Asked

Understanding the process and how it can help your business

Hospitality Assured is the quality standard created by the Institute of Hospitality, specifically for customer facing businesses. We enable businesses 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.

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

Becoming accredited can take anything from a few weeks to a few months preparation depending on your organisation’s starting point.

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 Oxford Brookes University and UCL, luxury hotels like Lucknam Park and St Monica Trust, a provider of care homes and retirement villages.

We operate with a small central team supported by a variety of subject matter specialists.