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.’

NEWS & EVENTS

Excellent membership offer for Hospitality Assured Clients

Hospitality Assured has the deserved reputation as a symbol of excellence and continuous improvement for organisations.  The Institute of Hospitality has the same reputation for [...]

The Capital Hotel aiming for future success with Hospitality Assured

The Capital Hotel recently won a Hospitality Assured award for ‘Most Improved Score’, so we take a look at the work they’ve done to achieve [...]

Mitie 1Team at Vodafone utilise Hospitality Assured on a Journey to Excellence

We take a look at one of the recent Hospitality Assured award winners, Mitie 1Team at Vodafone, and its journey to excellence. Off the back [...]

Victory Services Club invests over £1.5 million in El Alamein and Trafalgar Suite refurbishment

The Victory Services Club (VSC) today re-opens its El Alamein and Trafalgar Suite following a £1.5 million investment to refurbish the space. The new space, [...]

MEET THE TEAM

HEATHER LISHMAN
HEATHER LISHMANFIH, MIA
A graduate of the University of Surrey, a Fellow of the Institute of Hospitality (IOH) and currently serving on the IOH executive committee.
Key account management, sales and quality management have been key roles whilst working for DeVere Hotels, Initial Style Conferences and Quality in Tourism. Now combining those skills to run a successful hospitality consultancy and manage a thriving and engaged professional association (ABPCO). Trained as a Hospitality Assured Assessor in 2011 and has assessed 40 businesses across the hospitality sector.
MAX LAWRENCE
MAX LAWRENCEFIH
Over thirty years’ experience in business and hospitality management in the UK & overseas from international brands to country hotels.
Launched from concept and subsequently sold four highly successful hospitality business. Brings a specialist skill base in business and service performance to Hospitality Assured ensuring that the excellence agenda remains a top priority for clients.
JOHN BURCHELL
JOHN BURCHELLFIH, FCCA, MIBC
A senior manager with the Post Office 1967 to 1996 including Managing Director of Quadrant Catering 1991 to 1996.
Trained as an Hospitality Assured coach in 1998 in Scotland, and subsequently coached 300+ businesses through the process with more than 80 accredited. From 2010 have focused on developing the current assessment processes and training assessors. Formerly an assessor for IIP, ETP and EFQM
TRISHA BENNETT
TRISHA BENNETTFIH, Cert. Ed.
A background within hospitality and tourism has included experience in management of privately owned and corporate hotels.
Marketing for Ramada Hotels, research as a food technologist and education through lecturing in food and beverage service and human resources are all underpinned by recognised Hospitality Management qualifications. Founded a successful business consultancy in 1988 focussed on people and business performance improvement. This included working as an Investors in People assessor/advisor and training/coaching to support a wide range of public and private organisations.

An HCIMA (IOH) member since 1987 and Fellow since 1998 included positions as Vice Chair of Surrey Branch, Professional Qualifications Moderator for four colleges, and Surrey Branch Administrator promoting membership.

GRAHAM WALKER
GRAHAM WALKERFIH, MBIFM
Initially a trainee chef, rising to District Catering Manager followed by senior catering and hotel services managerial positions.
In 2004 gained Hospitality Assured Accreditation for Guys and St. Thomas’, the first NHS catering department in the country to gain Hospitality Assured Accreditation. Became an HA assessor in 2010 and taken part in numerous HA assessments and reviews in the UK and overseas.

Graduate member of the Institute of Hospitality since 1973 and member of the British Institute of Facilities Management. Elected to become a fellow of the Institute in 2004. Whilst in London elected to vice Chairman of the London Branch of the IOH for 5 years and Chairman and founder of the Greater London Branch of the Hospital Caterers Association.

CLIENTS INCLUDE

TESTIMONIALS

“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 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

CASE STUDIES

The Capital Hotel aiming for future success with Hospitality Assured

The Capital Hotel recently won a Hospitality Assured award for ‘Most Improved Score’, so we take a look at the work they’ve done to achieve [...]

Mitie 1Team at Vodafone utilise Hospitality Assured on a Journey to Excellence

We take a look at one of the recent Hospitality Assured award winners, Mitie 1Team at Vodafone, and its journey to excellence. Off the back [...]

CONTACT US

Telephone - 020 3813 4900

Email - hello@hospitalityassured.com

TALK TO US