SUBSCRIBE

News > People

Read more breaking news

 

 

How to deliver "outstanding" service like The Ivy

1 commentBy Becky Paskin , 29-Nov-2010
Last updated on 15-Dec-2010 at 12:35 GMT

Keiran Terry, operations director at Caprice Holdings
Keiran Terry, operations director at Caprice Holdings
Loading...

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.

Report abuse

Posted by Marie Stevens
10 January 2011 | 16h19

Back in business: Hospitality property market outlook

Back in business: Hospitality property market outlook

As the new year gets rolling, now is the perfect time for hotels, restaurants...

Digital restaurant: How to extend your reach with online innovations

Digital restaurant: How to extend your reach with online innovations

The likes of social media, online advertising and mobile loyalty apps allow businesses large...

#SocialRestaurant: How to use Twitter effectively

#SocialRestaurant: How to use Twitter effectively

They’re all on it. Big national chains, high-profile chefs and small emerging brands across...

Dietary requirements: Terre à Terre’s top tips

Dietary requirements: Terre à Terre’s top tips

In the third part of our Dietary Requirements special feature, BigHospitality takes a trip...

How to become a hotel manager: Masterclass with Glion

How to become a hotel manager: Masterclass with Glion

What skills do you need to be a hotel manager? Following a special media...

Budget 2013: What it really means for your hospitality business

Budget 2013: What it really means for your hospitality business

Now the dust has settled on George Osborne's fourth Budget speech, the race is...

UK pub industry pledges more than 400 work placements in just one week

UK pub industry pledges more than 400 work placements in just one week

Long hours, unskilled work and few career development opportunities: the hospitality industry, and pubs...

UK team 'disappointed' by ninth place at the World Pastry Cup

UK team 'disappointed' by ninth place at the World Pastry Cup

Martin Chiffers, president of the UK's Coupe du Monde de la Pâtisserie club, has described...

Every hospitality business must make job creation pledge, says Ufi Ibrahim

Every hospitality business must make job creation pledge, says Ufi Ibrahim

Ufi Ibrahim has told hospitality businesses across the UK that they must ‘walk the...

How to market your hospitality business better using photo and video

How to market your hospitality business better using photo and video

A picture might tell a thousand words but getting the right photo and video...

First look: Dishoom King's Cross

First look: Dishoom King's Cross

Dishoom King's Cross opens today (20 November) on Stable Street, just off Granary Square....

Scott Hallsworth: Beef tataki with onion ponzu and garlic crisps

Scott Hallsworth: Beef tataki with onion ponzu and garlic crisps

In the second of our videos from the Farm Frites Development Chef Food Forum,...

Scott Hallsworth: Kombu marinated salmon sashimi

Scott Hallsworth: Kombu marinated salmon sashimi

In the first of our videos from the Farm Frites Development Chef Food Forum,...

60-Second Skill: Pizza dough

60-Second Skill: Pizza dough

Making the perfect pizza dough can be tricky: measurements need to be precise, and...

#AHC2014: Top 5 hotel sector trends

#AHC2014: Top 5 hotel sector trends

Hotel experts met last week at the Annual Hotel Conference in Manchester to discuss...

National Chef of the Year Award 2014

National Chef of the Year Award 2014

Organised by the Craft Guild of Chefs, the National Chef of the Year competition...

Adam Bennett: 'We can make a dent in the Bocuse d'Or'

Adam Bennett: 'We can make a dent in the Bocuse d'Or'

Speaking to BigHospitality at The Restaurant Show, Adam Bennett, who is representing the UK...

Tom Kerridge pubs interview

Tom Kerridge: 'It’s not about success, it’s about getting better every day'

In an exclusive interview with BigHospitality at the Restaurant Show, Tom Kerridge explained why...

Dish Deconstructed: Salt baked chicken from Mews of Mayfair

Dish Deconstructed: Salt baked chicken from Mews of Mayfair

Michael Lecouteur, executive chef of Mews of Mayfair, recently told BigHospitality the secrets behind...

James Knappett and Sandia Chang: ‘It’s all down to our staff’

James Knappett and Sandia Chang: ‘It’s all down to our staff’

In another BigHospitality interview at the Restaurant Show 2014, James Knappett and Sandia Chang,...