“From first meeting the Hospitality Assured Coach, we instinctively knew Hospitality Assured was for us! Keeping our customers happy means everything to us and with all aspects of the process we have encountered so far, we have become much more focussed in our attention to detail and customer care. For example, creating detailed 'start of day' and 'end of day' check lists for our team members to follow are far more reliable than memory! However, we still recognise there is plenty work to do to improve our standards. By taking some time to work on the areas raised in our previous assessment report we hope to once again increase our assessment score next time round.”

David Mair, The Balvenie Global Brand Ambassador, William Grant & Sons Ltd