The hospitality industry spends £4,242 million on training each year according to the National Employment Survey
The hospitality industry benchmark is 75.42% - thats 14.58% below the level required to gain recommendations
According to a recent Square Meal survey 45% of complaints are due to bad service
87% of guests are unwilling to recommend - Customer Service Benchmarking report
65% of employers report a need to improve customer service skills - National Employer Skills Survey again.

So doesn't that mean employers are spending money that both they and the guests agree is not working?

Things to start work on today:
  • Recalibrate your goals - 90% guest satisfaction is the target - 75% is not good enough
  • Deliver your goods consistently - while this is not enough for advocacy it is what guests expect as a baseline
  • Understand what matters to guests - its not service step fulfilment its the things you do that satisfy needs and deliver an experience worthy of recommendation - Free Report
  • Measure what matters - not what is easily measured
  • Identify the steps of service and choreograph experiential messages and triggers into team delivery
  • Recognise and reward behaviours essential to wowing guests
Its time for a fresh look because "if you always do what you always did, you will always get what you always got!
Are your current training and measurement vehicles cutting it?