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.

Great service doesn’t happen by accident.

What is Hospitality Assured Hospitality Assured is the quality standard licensed by the
Institute of Hospitality specifically for customer led,
service orientated, hospitality businesses.
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Who is Hospitality Assured for? Any business that has a responsibility to deliver a service
to a third party, whether they pay for it or it is free
at the point of supply will find Hospitality Assured
a rewarding enterprise and time well spent.
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What does it cost? Register for free and receive a consultation over the telephone
with an Assessor, who will discuss how your business
would benefit from the Hospitality Assured process.
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The benefits of accreditation Improved processes and operational efficiency culminating in a
range of outcomes that can include enhanced profitability,
improved reputation, increased customer loyalty,
the gaining of industry and online rating sites
accolades and improved ratings.
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Our Values

Excellence:  Leading hospitality best practice and enhancing the reputation of assessed businesses

Collaboration:  Working with our community to encourage continuous improvement and share knowledge in partnership with the Institute of Hospitality

Making A difference: Through innovation and quality; assessments delivered with expertise, professionalism and integrity

Quality is Everything.  Quality is Hospitality Assured

Slide Learn more about Hospitality Assured Quality is Everything Click Here Slide Decide which is the right accreditation for you Quality is Everything Click Here Slide Enthuse your team Quality is Everything Click Here Slide Get Assessed Quality is Everything Click Here Slide Keep up your Quality is Everything Good Work Click Here


Spring Newsletter from Hospitality Assured

All the latest news from Hospitality Assured and our community of clients, click here to view

The Victory Services Club Invests in Social Distanced Meetings

In light of the recent Government announcement, Hospitality Assured client, the Victory Services Club - the Marble Arch events venue –has announced an extensive list [...]

A Message from Hospitality Assured: COVID – 19

17 March 2020 During this current unsettled trading climate Hospitality Assured is here to support its community. Accreditation extensions will be available for three months for [...]

St Monica Trust backs National Campaign to Highlight Benefits of Intergenerational Activity

27 February 2020 A week-long national awareness campaign hopes to highlight the benefits of intergenerational activities taking part across the UK. The campaign is backed by [...]


Heather is a Fellow of the Institute of Hospitality (IOH), a University of Surrey graduate and is currently serving on the IOH Executive Committee. Having trained as a Hospitality Assured Assessor in 2011, she has assessed 40 businesses across the hospitality sector.
Key account management, sales and quality management have been key roles whilst working for DeVeThroughout her career, Heather has worked for a range of businesses such as DeVere Hotels, Initial Style Conferences and Quality in Tourism, her role including key account management, sales and quality management. Now, she is combining those skills to run a successful hospitality consultancy, and managing a thriving and engaged professional association (ABPCO).
Throughout his 30 years of experience in business and hospitality management both in the UK and Europe, Max has launched four high-profile, consumer-driven hospitality enterprises, from concept and business plan to successful sale to new operators.
Max is enthusiastic about promoting quality and professional customer service in business operations, and he encourages all businesses – large or small – to never mistake silence for satisfaction.
Trisha’s role within the hospitality industry has provided her with extensive experience in general management, marketing, research and education, and the successful business consultancy that she founded in 1988 focuses primarily on improving the performance of people and businesses within both the public and private sector.
Trisha is passionate about learning and development. She is a firm believer in delivering service excellence through coaching, training and development interventions, and is confident that the best way to deliver outstanding customer service is to recruit, train, inspire, engage and invest in employees.
Graham has been a part of the hospitality industry for over 50 years, working in both the private and public sectors. After graduating with a membership of the Institute of Hospitality (IOH) and the Institute of Workplace and Facilities Management, Graham has recently been elected to Fellow of the IOH.
Alongside having an independent business that offers training, relief management and consultancy, Graham has extensive experience in project management, service re-engineering, negotiation and the senior management of multi-million multi-sided businesses. Throughout his career, Graham has also been involved in National Working groups, having both Chaired and Vice-Chaired professional London-based hospitality groups. He has a clear passion for service excellence that spans across all customer-facing sectors of the hospitality industry, which has led him to become an owner director of Hospitality Assured and carry out multiple assessments at home and abroad.




Having been part of the journey with Hospitality Assured and 1Team @ Vodafone for over 4 years, I now reflect on my own development. I believe that in translating the framework into our business model, and transforming our operations, my professional capabilities have also evolved. On reflection, I wonder if my appreciation of driving business excellence by being customer focused, is in part as a consequence of the Hospitality Assured model. As well as informing our business strategy I feel that the framework has influenced my professional development.
Stephanie McGrory, Head of Facilities, Vodafone, Engineering Services
“I can say on behalf of my whole team that you made the process come to life in a positive, energetic and thoughtful way which
helped us not only achieve our goal but also enjoy the journey.”
Mack Allan, Regional Director, BaxterStorey
The Victory Service Club has greatly benefited from participation in Hospitality Assured – it has been the right catalyst for continuous improvement at the Club. The process encourages businesses to develop best practice by viewing their own operation from a customer perspective to see where improvements can be made to benefit the business. Understanding how our member, staff and business practices compare, finding gaps and opportunities for focus, has helped drive us forward in such a competitive market place. Hospitality Assured has played a major part in our success.
The process encourages our business to look at our own operation from the customer’s perspective and to see where improvements can be made to benefit the business.

Callum Smith, Duty Manager, Inverness Airport
Avenance City Region was absolutely delighted to receive the accolade of a successful reassessment of their Hospitality Assured status, and to receive such encouraging scores.

Chris Sprague, Regional Managing Director, Avenance City & Corporate
Michael Ditlbacher, Customer Experience Director for Mitie’s 1team stated: “We are thrilled to be recognised for delivering a world class facilities service. Making a positive impact on our customers’ daily lives, with a strong focus on making continuous improvements on the experience we deliver, has allowed us to gain the high score that we have”.

David Fry, Head of Property at Vodafone and Adam Stubbs, Vodafone Senior FM Contracts Manager said: “What a phenomenal achievement. Vodafone has been on a journey to introduce a more business-like approach to the way we deliver FM, ensuring we constantly seek to review and improve the service we offer to our customers.

Working closely with Mitie and Hospitality Assured has allowed us to be absolutely customer focused and ensure we are constantly redefining the FM delivery model. I am really proud of the team and have no doubt we can build on this success.”

Michael Ditlbacher, Mitie's 1 Team at Vodafone
Royal Holloway has been working with Hospitality Assured since 2005. Under the new assessment scheme, our first interim review took place in November 2017. We’ve since been going through the report as it has equipped us with some key areas to focus on over the year ahead. This will help shape our commitment to make ongoing improvements and enhance the experience of our students, staff, conference guests and visitors. We’ve also benefitted from some of Hospitality Assured’s networking workshops, which are a great opportunity to share ideas and knowledge with colleagues across many different sectors.

“Hospitality Assured has allowed Oxford Brookes University to focus on our customers’ needs in terms of our Customer Service promise. It is a framework which allows Brookes to review who our key customers are and what their service needs are across a diverse portfolio.”
Sebastian Blake, Oxford Brookes University


Blog: Corporate Social Responsibility and why it makes good business sense.

Hospitality Assured Director, Heather Lishman shares her insights into how hospitality organisations can incorporate Corporate Social Responsibility throughout the whole business.   Successful organisations understand [...]

Blog: What is Absorptive Capacity? Hospitality Assured Director Heather Lishman explains

How can your Absorptive Capacity determine your competitive advantage? What is absorptive capacity?  You may well ask! In a nut-shell it is an organisation’s ability [...]

Blog: Awards: How winning big can have a huge impact upon your business.

Hospitality Assured Director Max Lawrence on Why entering and winning awards can speak a thousand words for your business. The glitz, the glamour and of course [...]

Cleveland Clinic Abu Dhabi continues to raise the Hospitality Assured bar

Ijeoma Kareem of Cleveland Clinic Abu Dhabi about winning big at the Hospitality Assured awards and how the standard has had a positive effect throughout [...]



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Hospitality Assured is committed to providing the highest levels of service and professionalism to all our customers, at all times.  If you have any concerns that you would like to raise then please let us know as soon as possible.