The Great Service Debate

In recent times, there is debate over whether service has risen in profile and respect. It has been praised by concepts such as the Gold Service Awards but is it being sufficiently respected within or outside of the industry?

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?

In 2018, EP together with the leading exponent Giles Gordon Smith, Founder of Penshee will host a series of six roundtable discussions. At the core of each debate, we will strip hospitality to its essence by addressing two vital, but under considered questions:

What is great service?

How do we achieve this across our industry?

The six events are to be held at a hotel synonymous with fine service, The Goring. With experts from diverse backgrounds, the debate promises to be spirited, and other important questions central to our industry will inevitably arise; how service can be seen as a real profession, how it really impacts the customer, and how we effectively measure and improve it.

The first session will take place on the 18th January 2018, so we invite you to register your interest or pass comments to us, whatever your role or sector. We really want to hear all views and thoughts as this a debate that does sit at the heart of all that we do.

In Q4 2018, a report will be launched that provides the results of the debates and makes a number of key recommendations.

Giles Gordon Smith, Founder of Penshee. A company born out of an unwavering belief that emotional connections are the single most important factor in the success and longevity of hospitality organisations.







To register interest please contact: