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How to deliver "outstanding" service like The Ivy

1 commentBy Becky Paskin , 29-Nov-2010
Last updated on 15-Dec-2010 at 12:35 GMT2010-12-15T12:35:26Z

Keiran Terry, operations director at Caprice Holdings
Keiran Terry, operations director at Caprice Holdings
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With the 2012 London Olympics fast approaching, the hospitality industry needs to step up its service standards to provide visitors with a warm, British welcome.

According to Caprice Holdings operations director Keiran Terry, this extends to more than just a friendly smile.

With this in mind, Terry explains at a recent R200 seminar, how the group that is famous for its service standards at restaurants like The Ivy and Le Caprice treats its customers like kings.

1 comment (Comments are now closed)

Outstanding customer service

I have just forwarded this to my key kitchen and foh staff. These principles apply across all sectors of hospitality and are to be applauded. We already have quite a few in place and there are others that we can aspire to, even as a country pub and restaurant. I have two NVQ level 3 supervisory management trainees and this will inspire them and reinforce what we are aiming for. This underlines that the customer is still very much king. The only addition I would make is that I train my staff to 'be the customer', which helps them to focus on the needs and wants of those who choose to drink/dine with us over other hospitality businesses in the area.

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Posted by Marie Stevens
10 January 2011 | 16h192011-01-10T16:19:21Z

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