The programme assesses organisations in the hospitality sector against a framework for business and service excellence. Scoring is made in nine different categories including customer service, strategy and leadership, employe engagement, service recovery and operations. To achieve World Class status an organisation has to score over 80% in all nine steps of the standard.
Mark Field FIH, Operations Director, Victory Services Club said: “We are extremely proud of our team for achieving this truly world class achievement. It’s testament to their dedication and their ongoing contribution to customer service. Every customer is important to us and this approach and responsibility flows through every staff member in every team. We are a charity with all profits going to fund respite breaks for the military and their families; I think this has helped us to attract a team that really cares about what we achieve and how we can serve and deliver world class service to our members and clients.”
Max Lawrence FIH, MTMI, Finance and Administration Director of the Institute of Hospitality and Hospitality Assured Assessor said: “What sets the Club apart is their attention to detail and the precision with which they operate. The staff feel really valued and there is a sense of empowerment that runs through the entire team; they feel responsible for their actions and are proud of what they do. This empowerment is crucial to world class service because it enables everyone to respond and feed back any issues and to create positive change. I’ve been assessing the Club for over a decade now and I am continually inspired by their approach and activity. They are constantly innovating and developing their team and this has quite rightly led to this World Class status.”
There are only 15 other organisations worldwide to achieve World Class status.