The Great Service Debate Series – 2018

EP and Penshee are collaborating this year by bringing together players from across the hospitality sector for the event series; The Great Service Debate. Over a roundtable breakfast discussion, senior players in the sector discuss and debate two core questions: ‘What is great service?’ and ‘How do we achieve this across our industry?’ Six events are being held throughout 2018 with a full report of the findings published in quarter four.

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 are being discussed 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.

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.







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