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ROUND TABLE 2

THE MARKERS OF QUALITY SERVICE AND HOSPITALITY

This session was a discussion of the importance of quality service and hospitality in awarding a PIN and how to non-subjectively judge this. 

The panel, hosted by the founders, was Anna Sebastian (Hospitality F&B Consultant and Founder of Celebrate Her), Moe Aljaff (Founder of Two Schmucks, Barcelona), Maura Milia (Bar Manager at The Connaught Bar, London), John Gakuru (Hospitality F&B Consultant)

The Pinnacle Guide
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Watch a recording of the
Round Table here

The conversation included;

  • The requirements needed to provide an outstanding guest experience and what elements of this are quantifiable and measurable - eg. Minimum staff requirement
  • The non-negotiable touch points for customer service and whether quality service starts from the point of reservation
  • How we minimise, or ideally eliminate, subjectivity when assessing quality service and hospitality

THREE MINUTE READ ANALYSIS ON
DIFFORD’S GUIDE :

“How do you measure a feeling?”

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