Thistle has announced it is the first hotel group to be acknowledged with full Hospitality Assured accreditation throughout its entire portfolio having surpassed the strict assessment criteria within all of its hotels across the UK, a quarter of which achieving the highly-regarded ‘world class’ status.

Measuring the quality and service of customer facing businesses specifically within the leisure and tourism industry, the Hospitality Assured accreditation is recognition of the group’s high standards across its portfolio of excellently-located properties.

Created by the industry’s professional body, the Institute of Hospitality, the Hospitality Assured mark of approval takes into account the unique characteristics of the industry. It is measured by independent, experienced quality assessors who critically analysed each of Thistle’s individual properties against ten customer-related steps, including: customer research, operational planning, standards of performance, training, development and customer satisfaction improvement.

These ten steps are broken down into 49 criteria that explored how Thistle’s customer experience is devised, implemented, delivered and improved upon. In order to achieve accreditation, each of Thistle’s hotels had to score at least 60% overall and a minimum of 50% for each step. The group greatly exceeded this standard, with a quarter of its properties marked with the Institute’s exceptional ‘world class’ grading by achieving a score of 70% or higher.

Ann Corrigan, Managing Director of Hospitality Assured commented: “The Hospitality Assured standard demands high quality standards and strong evidence of customer satisfaction, making it no mean feat for businesses across the industry. Thistle has demonstrated that it’s a serious competitor within the hotel sector - setting its sights high, developing its teams accordingly and putting its entire portfolio of hotels completely to the test. The group achieved resounding success and we’re delighted to be confidently marking them as a hotel group that offers excellent customer care as standard.

Via EPR Network
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