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 GMT2010-12-15T12:35:26Z

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

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 | 16h192011-01-10T16:19:21Z

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...

How to use Twitter for restaurants

#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...

Photo and video hospitality marketing tips for hotels and restaurants

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...

Restaurant Eats Out: Shoreditch

Restaurant Eats Out: Shoreditch

From Nordic barbecue to Himalayan and Peruvian, there is no shortage of eclectic and...

Nova Victoria Restaurant Eats Out

Restaurant Eats Out: Nova Victoria

Restaurant magazine’s latest Eats Out events took place in Victoria’s recently opened Nova development,...

Stephen Harris on The Sportsman winning National Restaurant of the Year

Stephen Harris on The Sportsman winning National Restaurant of the Year

Stephen Harris' self-proclaimed 'grotty' gastropub The Sportsman was named the UK's best restaurant for...

South East Asian London Restaurant Eats Out

Restaurant Eats Out: South East Asian

In the most recent of our Restaurant Eats Out series, we visited four of...

Saiphin Moore - Rosa's Thai - Restaurant Eats Out

Restaurant Eats Out: Behind The Scenes - Saiphin Moore

As part of our most recent Restaurant Eats Out event, we caught up with Lao Café's Saiphin...

Watch: Francesco Mazzei goes back to his roots at Radici

Watch: Francesco Mazzei goes back to his roots at Radici

Francesco Mazzei’s newest restaurant, Radici, officially opened last week. We take a look around...

Tacos Restaurant Eats Out: Neil Rankin, Temper Behind The Scenes

Restaurant Eats Out: Behind The Scenes – Neil Rankin, Temper

In the fourth and final Behind The Scenes video in our Restaurant Eats Out...

Restaurant Eats Out: Behind The Scenes ‒ Breddos Tacos

Restaurant Eats Out: Behind The Scenes ‒ Breddos Tacos

The latest installment of our Behind The Scenes look into our London Restaurant Eats Out...

Is music right in your restaurant

Pump up the volume: Is the music right in your restaurant?

Video by Hannah Thompson         Noisy music in restaurants is a contentious...

Restaurant Eats Out Sam Hart, El Pastor Behind The Scenes

Restaurant Eats Out: Behind The Scenes – Sam Hart, El Pastor

As part of a recent Restaurant Eats Out food tour, we checked out some of...