Searcys, an event catering company, has launched a new School of Service which is built on 170 years of hospitality experience and will include three training modules.
The modules include the Searcys customer journey, School of Service essentials and School of Service masterclass.
Each training course is aimed to drive consistency throughout venues, ensuring all teams understand the care and hospitality needed to provide high quality service.
Searcys has used the results from its recent event planner research to support the development of the School of Service.
The report identifies the need for better service knowledge at UK venues. It also highlights two distinct mindsets for event booking and expectations.
This includes the ‘destination-ers’, who are mature event bookers with more budget. They are concerned with the end result both in terms of delivery alongside the content and purpose of an event.
The second mindset is the ‘journey-ers’, who are event managers who work for larger companies. They face decreasing lead times, so efficiency is a priority and they also find value throughout the event booking process.
These results highlight that venues should consider differentiating their service delivery and customer journey strategy to satisfy both segments.
Noreen Kinsey, research director, MMR, said: “Improving hospitality knowledge and skills to deliver exceptional results will please the more discerning “destination-ers” while a focus on ensuring events are run effectively and efficiently from start to finish will keep the time pressured “journey-ers” happy.”
Daniel Rowlinson, head of learning and development, Searcys, commented: “The survey has highlighted what we have believed in for a long time, excellent intuitive service based on rigorous training and food and drink knowledge will deliver on high expectations of 21-century event organisers. This ethics has been Searcys cornerstone for over 170 years and continues to this day.”
Rowlinson continued: “Our purpose has always been to make the people we serve and work with feel special by being consistently exceptional. However, we understand that this requires knowledge, intent and consistency from all of us. Our new School of Service aims to deliver just that, ensuring that everyone is familiar with the standards of hospitality needed to drive exceptional service and encourage customers to return.”
