Delivering great service


Britain was ranked 14th in the world for its hospitality welcome recently, prompting the industry to take a hard look at its service standards, and whether it's doing enough to attract talent into front of house careers.

Unite to hold fair tips protest outside Fortnum & Mason

15-Dec-2016 - Fair tips campaigners from Unite will gather outside Fortnum & Mason later today (Thursday) in protest at what they say is a 'Scrooge-like' raid on staff wages and service charge...

Front-of-house focus: The new order of service

10-Oct-2016 - Restaurant has put seven very different top-end restaurant service styles under the microscope to see what makes today’s dining rooms tick.

The Queen presents the 2016 Gold Service Scholarship Award

17-Feb-2016 - Jennifer Santner from the Fenchurch Restaurant at Sky Garden has been named the winner of the 2016 Gold Service Scholarship.

Independent restaurants seen as 'most welcoming'

25-Jan-2016 - Front-of-house staff at independent restaurants are better at making diners feel welcome than their counterparts at chain restaurants and gastro pubs according to research by HospitalityGEM.

Service hiccups: Gold Service Scholarship finalists 2015

22-Dec-2015 - Everyone can have a bad day every now and then, as the Gold Service Scholarship finalists have been discussing. In the latest in our Spotlight on Service campaign, we reveal...


Kellie Rixon of Macdonald Hotels: Good service is a conversation between two people

16-Dec-2015 - Good service should be regarded as a conversation between two people, with the guest remembering the person who served their meal or checked them in rather than the meal or...


Raymond Blanc: Service is no longer about servitude

09-Dec-2015 - As part of our Spotlight on Service series we speak to chef Raymond Blanc OBE for his views on life front-of-house. 


Paul Ainsworth at Number 6: Good service is about 'care, communication and balance'

03-Dec-2015 - Alex Tozer, restaurant manager at Paul Ainsworth at Number 6 in Padstow, winner of the National Restaurant Awards 2015 Service Award, talks through the restaurant’s relaxed and informal approach to...


Spotlight on service: How do you define good service?

27-Nov-2015 - What is good service? Restaurant, hotel and pub operators often talk about making it a key focus of the business and how it is integral to its success, but how...


Service Tips: Gold Service Scholarship finalists on how to give great service

25-Nov-2015 - With our spotlight firmly on service and front of house we asked the finalists of the 2015 Gold Service Scholarship for their best tips for delivering great service.


Hotel 41: How personalised service took the boutique hotel to the top

19-Nov-2015 - In the next installment of our Spotlight on Service campaign, Malcolm Hendry, general manager of London’s five-star Hotel 41, explains why front-of-house employees are integral to creating a positive guest...

Why we’re putting the spotlight on service

18-Nov-2015 - Over the next few weeks BigHospitality will be putting the spotlight on service and placing the professionals working front-of-house centre stage. Here’s why.


The Clove Club: How service makes the Michelin-starred restaurant tick

18-Nov-2015 - As BigHospitality’s Spotlight on Service campaign gets underway, we chat to the Clove Club’s Johnny Smith about how personalised service at the restaurant improves the guest’s experience.

Customer-focused technology: High-tech hospitality in action

25-Feb-2014 - For the final part of our technology special feature, BigHospitality checked in at one of the country’s most high-tech hotels to bring you an exclusive video report on the business...

Housekeeping Olympics: Celebrating the heart of hotels

05-Feb-2014 - Hotel housekeepers are the unsung heroes of the industry, but where would we be without them all? The Housekeeping Olympics, held last month in London, gave this labour-intensive and multi-skilled...

Last orders? Pubs and clubs ‘routinely serving drunks’, research finds

16-Jan-2014 - The British Beer and Pub Association (BBPA) has hit back at a study which claims pubs and nightclubs are routinely breaking a law which prevents them serving alcohol to drunk...

Admiral Taverns launches social media course for licensees

01-Nov-2013 - With social media tearing up traditional notions of marketing and sales in the pub industry, the UK's largest independent tenanted and leased company Admiral Taverns has launched a new course...

Britain's best and worst hotel chains revealed by Which?

01-Nov-2013 - QHotels has been named ‘the best hotel chain in the UK’ while Britannia Hotels has come bottom of the same survey by consumer watchdog Which?

Gold Service Scholarship returns for 2014

05-Aug-2013 - The Gold Service Scholarship, which launched last year in a bid to inspire more young people to take up a career in front-of-house hospitality, is back for 2014, with a...

National Waiters Day 2013: Hospitality industry unites to celebrate front-of-house staff

24-Jun-2013 - Antonino Forte from Galvin at Windows was first across the line in the inaugural waiters race on Sunday as hospitality businesses from across the UK came together to celebrate hard-working front-of-house...

Tipping Point: Should UK restaurants ban tipping?

20-Jun-2013 - UK restaurateurs and front-of-house staff have slammed the decision of a New York restaurant to outlaw tipping, calling the move 'ridiculous' and one that should not be adopted by venues...

National Waiters Day: A day in the life of a maître d’ with Paulo de Tarso

19-Jun-2013 - To celebrate the first ever National Waiters Day, BigHospitality decided to discover a little bit more about one of the most important front-of-house restaurant roles - the maître d’. For this...

Dragons' Den star Duncan Bannatyne highlights importance of first aid training for hospitality businesses

28-Mar-2013 - Duncan Bannatyne has told BigHospitality he thinks many hospitality businesses across the UK have ‘a serious lack of training and knowledge’ when it comes to first aid provision, after the...

Hoxton Hotel brings disability facilities to life online

28-Feb-2013 - The Hoxton Hotel in Shoreditch has signed up to a new service that ‘gives peace of mind to people with mobility issues’ by offering a pictorial journey through the venue...

World’s Best Hotel for Service reveals secrets to success

17-Jan-2013 - The co-owner of Lauriston Court Hotel in North Wales has advised fellow hoteliers they should engage more with their guests if they want to encourage positive reviews and repeat custom, after her...