News Special Offers History Our Service Promise Disabled Persons Accessibility Guide Health & Safety Policy Statement Details About CHW Environmental Policy Details About the Church   21 June 2010   Central Hall Westminster no Average Joe as it soars through Hospitality Assured re-accreditation with flying colours   The only way is up for Central Hall Westminster as it trounces the sector average to snare an outstanding 73.1% score across the 10 Steps of the coveted Hospitality Assured Standard for service and business excellence, just one year after joining the benchmarking scheme. This demonstrates a significant boost to last year’s inaugural Hospitality Assured (HA) assessment score of 68.8% and is testament to the iconic London venue’s firm commitment to meeting and exceeding its customers’ high expectations by continuously looking for ways to improve and deliver on Central Hall’s Service Promise. On average, scores for the conference and meetings sector come in at 71.8% and HA scores overall typically average 68.6%. Speaking of the challenge to get a complex mix of multiple service partners and the core team working together seamlessly, Central Hall’s Managing Director Michael Sharp, said: “With housekeeping, catering, security, stewarding, room setup, audio visual services, maintenance and IT all provided by separate, external service partners, there had been too much disparity between the teams operating in ‘silos’ alongside our core staff of 15 event and activity coordinators. It is important for the quality of care that we offer our clients and visitors that these intricate internal operations appear seamless to outside eyes. “Working with Hospitality Assured and its advisors has helped us all to develop and adopt a common set of values which create a ‘one team’ approach to service excellence and we are thrilled that the success of this has been acknowledged through re-accreditation by the HA assessors and reflected in our improved score.” Within the walls of Central Hall operates a conference and exhibition centre, a concert hall, an art gallery, serviced offices, a Methodist church, a tourist attraction and a public café. About Hospitality Assured Hospitality Assured is a customer service and business excellence model, owned by the Institute of Hospitality, which provides an effective framework that can be used by all sorts of businesses to create a service culture that delights customers and supports business sustainability. The accreditation scheme comprehensively maps a process that encourages a business to look at its operation from the customer’s perspective. By improving operational efficiencies, enhanced profitability can be stimulated, reputation improved and the likelihood of capturing repeat business increased. The Hospitality Assured Standard is recognised industry-wide and endorsed by the British Quality Foundation and the Quality Scotland Foundation, meeting the criteria in the EFQM Excellence Model, which is owned by the European Foundation for Quality Management. Hospitality Assured supports businesses through the 10 key steps to achieving service and business excellence: 1 Customer research 2 The customer promise 3 Business planning 4 Operational planning 5 Standards of performance 6 Resources 7 Training and development 8 Service delivery 9 Service recovery 10 Customer satisfaction improvement

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21 June 2010   Central Hall Westminster no Average Joe as it soars through Hospitality Assured re-accreditation with flying colours   The only way is up for Central Hall Westminster as it trounces the sector average to snare an outstanding 73.1% score across the 10 Steps of the coveted Hospitality Assured Standard for service and business excellence, just one year after joining the benchmarking scheme. This demonstrates a significant boost to last year’s inaugural Hospitality Assured (HA) assessment score of 68.8% and is testament to the iconic London venue’s firm commitment to meeting and exceeding its customers’ high expectations by continuously looking for ways to improve and deliver on Central Hall’s Service Promise. On average, scores for the conference and meetings sector come in at 71.8% and HA scores overall typically average 68.6%. Speaking of the challenge to get a complex mix of multiple service partners and the core team working together seamlessly, Central Hall’s Managing Director Michael Sharp, said: “With housekeeping, catering, security, stewarding, room setup, audio visual services, maintenance and IT all provided by separate, external service partners, there had been too much disparity between the teams operating in ‘silos’ alongside our core staff of 15 event and activity coordinators. It is important for the quality of care that we offer our clients and visitors that these intricate internal operations appear seamless to outside eyes. “Working with Hospitality Assured and its advisors has helped us all to develop and adopt a common set of values which create a ‘one team’ approach to service excellence and we are thrilled that the success of this has been acknowledged through re-accreditation by the HA assessors and reflected in our improved score.” Within the walls of Central Hall operates a conference and exhibition centre, a concert hall, an art gallery, serviced offices, a Methodist church, a tourist attraction and a public café. About Hospitality Assured Hospitality Assured is a customer service and business excellence model, owned by the Institute of Hospitality, which provides an effective framework that can be used by all sorts of businesses to create a service culture that delights customers and supports business sustainability. The accreditation scheme comprehensively maps a process that encourages a business to look at its operation from the customer’s perspective. By improving operational efficiencies, enhanced profitability can be stimulated, reputation improved and the likelihood of capturing repeat business increased. The Hospitality Assured Standard is recognised industry-wide and endorsed by the British Quality Foundation and the Quality Scotland Foundation, meeting the criteria in the EFQM Excellence Model, which is owned by the European Foundation for Quality Management. Hospitality Assured supports businesses through the 10 key steps to achieving service and business excellence: 1 Customer research 2 The customer promise 3 Business planning 4 Operational planning 5 Standards of performance 6 Resources 7 Training and development 8 Service delivery 9 Service recovery 10 Customer satisfaction improvement     © Central Hall Westminster 2008