Described as ‘vibrant and cool’ by assessors, BaxterStorey received a 86.4% mark in 2023 placing them on top of the leaderboard as the highest scoring organisation currently in the Hospitality Assured framework.
BaxterStorey provides hospitality services for a wide range of customers at over 1,000 locations through restaurants, café bars, deli operations and executive dining rooms, employing more than 8,500 people.
Max Lawrence FIH, director of finance and administration at Hospitality Assured, said: “BaxterStorey has taken part in the Hospitality Assured assessment for 20 years and to achieve substantial growth in score at this level of 3.2% to 86.4% is an iconic achievement. The business has seen an incredible transformation post covid, emerging with a new brand identity and voice, whilst remaining true to the founding values of fresh food and great service.”
Hospitality Assured assesses nine steps, from customer research and business planning to service delivery and how organisations use customer feedback to improve services.
Peter Kent, managing director of BaxterStorey, added: “We have been on a significant journey the past few years, with the pandemic giving us as opportunity to reflect and reset. The launch of our new brand has supercharged our teams to deliver even better hospitality experiences, but with the same energy, innovation and focus on delighting the customer.
“We are extremely proud to see our craft, creativity, and commitment to training and development recognised in our highest ever score. We know the positive impact training and development has on our teams as they learn and find confidence; nurturing talent and championing individuality is how we will continue to grow both the business and the industry.”