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Trust's commitment to excellence recognised with special award

The St Monica Trust’s commitment to achieving excellence in customer service has been recognised with Hospitality Assured’s special 20th Anniversary Award.

A leader in customer service

The award was presented to representatives of the Trust’s facilities, catering and housekeeping teams in recognition of how the charity best embodies the Hospitality Assured values of excellence, collaboration and making a difference.

St Monica Trust’s Head of Facilities, Ian Joyner said: “The framework provided by the Hospitality Assured process has proved invaluable in helping the St Monica Trust become a leader in customer service within the UK Healthcare sector and we are honoured to receive their 20th Anniversary Award.

“This outstanding success has been achieved by the hard work that individual colleagues and teams put in on a daily basis to and we will continue to work hard to improve the customer service experience of everyone who comes into contact with the Trust.”

World class

The St Monica Trust recently became the highest scorer in the entire UK healthcare sector in its latest Hospitality Assured assessment, retaining its Hospitality Assured Premier status for the tenth consecutive year with a “world class” score of 85.2%.

The assessment was undertaken against the requirements of the Hospitality Assured Standard for Service and Business Excellence and took place over two days at The Chocolate Quarter in Keynsham.

Hospitality Assured’s Director, Heather Lishman said: “There exists within the Trust a strong desire to achieve high levels of excellence as both a service provider and employer.

“It is through their thirst for development, bench-marking and being at the leading edge for implementing best practice that they provide excellence.

“The Trust continually invests time listening and collaborating with their customers, colleagues and prospective customers and seek to make a difference within their sector and their community.

“Being guided by a framework of excellence they are at the vanguard of the industry and are making a positive impact to society.”

Highest quality

The Hospitality Assured award finalists and winners represent the highest quality levels of service, operations and management within the hospitality sector.

The winners were chosen by a group of highly respected judges with in depth knowledge of the hospitality sector.

Hospitality Assured is the quality standard created by the Institute of Hospitality specifically for customer facing businesses.

The process enables organisations to reach and exceed their full potential by following world class processes, customer service standards and employee engagement.

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