How to deliver "outstanding" service like The Ivy

By Becky Paskin

- Last updated on GMT

Related tags: 2012 summer olympics, London

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

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1 comment

Outstanding customer service

Posted by Marie Stevens,

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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