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Stoke Mandeville Stadium achieves Hospitality Assured – the standard for service & business excellence


Oct 14, 2011 | News

The national centre for wheelchair sport and Aylesbury’s leading local leisure centre on Guttmann Road has just been re-awarded and reaccredited with the Hospitality Assured standard - the definitive standard for service and business excellence in hospitality and the only standard that focuses on the customer experience.

The centre achieved an overall score of 70.9% which is an increase of 1% from the last assessment and is an excellent result, which followed a rigorous reaccreditation process using the revised nine key steps, which examined how well the business operates in areas as diverse as business planning and strategy, to training and development of employees, through to delivery of service.

The 70.9% achieved by Stoke Mandeville Stadium is one of the highest scores achieved by similar organisations in the country and highlights the hard work that has been put in by the team at the Stadium, in partnership with WheelPower – the national charity for Wheelchair sport.

Ian Seabrook, business development manager at Stoke Mandeville Stadium said: “We are absolutely delighted to be reaccredited. This prestigious award demonstrates our continued commitment to improvement and to provide the highest quality sports, facilities and services. Our aim has always been to make Stoke Mandeville Stadium a World Class facility that serves both performance athletes, visitors to Aylesbury and the local community. Given the challenging nature of the Hospitality Assured standard, this says a lot about the culture of customer service which is embedded throughout the whole team.”

The Institute of Hospitality, owners of the Hospitality Assured Standard, commented:

"The assessors were impressed with the developments of business strategies and plans that will enable the organisation to offer improving services to its existing customer base, as well as to new markets. The management team has been strengthened significantly, and the estate is in the throes of major improvement work. Of particular note was the close working relationship with the organisations primary client, WheelPower, which the assessors felt was an example of excellent partnership-working, and an area of best practice. All of these put Stoke Mandeville in a great position to even further raise their game!

“This award assures our customers that we provide services and facilities that are nationally accredited and at a very high level. I would like to thank all the staff at the centre who continue to do such an outstanding job each day.”

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