The Great Service Debate
EP and Penshee collaborated in 2019 and brought together players from across the hospitality sector for the event series; The Great Service Debate. Over a roundtable breakfast discussion at The Goring Hotel, senior players in the sector discussed and debated two core questions: ‘What is great service?’ and ‘How do we achieve this across our industry?’ Six events were held throughout 2018 with a special reveal session conducted on stage during the Independent Hotel Show.
- Summary One
- Summary Two
- Summary Three
- Special Reveal at the Independent Hotel Show
- Summary Four
- Summary Five
- Summary Six
In 2019, The Great Service Debate continues – albeit with one key difference. This year we are inviting the folks from the coal face to join the table. After all, it’s they who hold the ultimate key to the guest experience.
Many today argue that a great service experience can outweigh the culinary experience. However do most restaurant reviews in the press focus on 95% cuisine and atmosphere with little about the service?
Few would question that ours is the ultimate service industry, and that great service is crucial to its prosperity. However, do we agree on what great service really is, and how we translate this into the millions of service interactions taking place every hour in the UK?
These questions were discussed in depth and a summary of each session is below. With experts from diverse backgrounds, the debates were spirited, and other important questions central to our industry arose ; how service can be seen as a real profession, how it really impacts the customer, and how we effectively measure and improve it.
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