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.

‘HELPING ORGANISATIONS ACHIEVE COMPETITIVE ADVANTAGE THROUGH BUSINESS AND SERVICE EXCELLENCE.’

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

NEWS & EVENTS

Victory Services Club to launch three bottled beers in association with three charities

Hospitality Assured's client, Victory Services Club is launching three specialist bottled beers to give event organisers the opportunity to support three charities when choosing beer [...]

Stoke Mandeville Stadium share news about a new Paralympic Heritage Flame Cauldron

A new, specially commissioned Paralympic Heritage Flame Cauldron is to be created for the fourth Paralympic Heritage Flame Lighting Ceremony on Thursday 20 August 2020, [...]

The Caribbean Tourism Organisation (CTO) have had a big increase in Hospitality Assured clients in 2019

The Caribbean Tourism Organisation (CTO) began the journey with the Hospitality Assured (HA) UK in 2007, in order to strengthen the business performance and overall competitiveness of [...]

Lucknam Park Hotel & Spa receives five awards at the Bristol, Bath and Somerset Tourism Awards 2019

Hospitality Assured client Lucknam Park is delighted to announce that they have received the following awards at Bristol, Bath and Somerset Tourism Awards 2019: Large Hotel [...]

MEET THE TEAM

HEATHER LISHMAN
HEATHER LISHMANFIH, MIA
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).
MAX LAWRENCE
MAX LAWRENCEFIH
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 BENNETT
TRISHA BENNETTFIH, Cert. Ed.
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 WALKER
GRAHAM WALKERFIH, MBIFM
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.

CLIENTS INCLUDE

PREMIER ASSESSED ORGANISATIONS INCLUDE

TESTIMONIALS

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

CASE STUDIES & BLOGS

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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