Institute of Hospitality acquires Academy of Food & Wine Service and Hospitality & Leisure Manpower

The Institute of Hospitality has made two important acquisitions: The Academy of Food & Wine Service and Hospitality & Leisure Manpower.

 The Institute’s chief executive Peter Ducker FIH explains how these businesses will fit into the Institute’s strategic plans regarding customer service and productivity.

“For 30 years the Academy of Food & Wine Service has provided training programmes, offering a pathway to management for those working in front-of-house service. It has run some important industry competitions and provided support to its members as the professional body for front-of-house food & beverage service.”

“Given our increased focus on training and the development of our own online training using the Upskill People platform, this acquisition gives us a tremendous wealth of training material which will be of tremendous value to the industry, both in the UK and overseas.”

Hospitality and Leisure Manpower (HALM) is a national training, research and consulting group, founded and managed by David Battersby OBE FIH, a former president of the Institute of Hospitality and co-founder of the Gold Service Scholarship. HALM has developed algorithms to benchmark productivity in hospitality.

In 2001, with the British Hospitality Association, Battersby launched the ‘Profit Through Productivity’ programme with backing from the Government and key trade associations. ‘Profit Through Productivity’ provided regional workshops across the UK to help businesses increase their profits and efficiency.

Ducker adds: “Given the pressures of wage inflation and the concerns associated with recruiting and retaining talent, this acquisition will enable us to help members identify opportunities within their businesses, and will also give us a service of value to the industry at large, worldwide.”

Institute chairman Stephen Kyjak-Lane FIH MI comments:

“In 2018 the Institute celebrates its 80th anniversary. These strategic acquisitions, combined with advances the Institute is making on a number of fronts demonstrate clearly that we are as important and relevant to the industry today as ever. Over the coming months you will see these two organisations re-emerge, delivering valuable support to our great industry.”

 The two organisations were previously owned by the British Institute of Innkeeping.

National Waiters’ Day 16 May

nwd flyer1
National Waiters’ Day will take place this 16 May 2017, as the campaign, led by The Springboard Charity and Fred Sirieix, celebrates its 5th anniversary.

Waiters and front of house professionals will again be racing through London’s Hyde Park and other locations across the UK, as part of a celebration and promotion of front of house roles. The day aims to showcase the dedication, skills and hard work of front of house staff, as well as the great potential for rewarding careers in the hospitality industry, which employs 2.9 million people in the UK.

Alongside the waiters’ race, London’s Hyde Park event will involve activities which showcase hospitality employers and the skills needed for front of house roles. Hospitality businesses are opening their doors with careers talks and taster days, while the @WaitersDay_UK Twitter account will lead the social media campaign with the hashtag #NWD2017. Everyone can use the hashtag ahead of and on the day, whether tweeting a front of house team photo, or a photo from a National Waiters’ Day activity.

Fred Sirieix, General Manager at Galvin at Windows, said: “I’m excited to once again lead the race and celebrations in Hyde Park this 16th May – to be celebrating our fifth year of National Waiters’ Day is a wonderful milestone! It’s essential that we promote the ocean of career opportunities hospitality has to offer, celebrate the hard work of front of house professionals, and encourage more people to begin great careers in hospitality. With all the opportunities available, you can work hard and be rewarded with success – there has never been a more exciting time to join this special industry.”

The aim of National Waiters’ Day is to change perceptions regarding front of house roles and highlight the rewarding career progression routes that hospitality offers. Hospitality, leisure and tourism businesses are invited to offer activities, demonstrations and challenges for prospective employees and students.

Anne Pierce, Springboard’s CEO, said: “National Waiters’ Day was created to increase awareness of the range of roles available in front of house, and at the same time, to celebrate the work of the millions who work in the industry. It’s the ideal opportunity for jobseekers and businesses alike, with activities ranging from skills challenges to talks, and of course the waiters’ race!”

The event is sponsored by Bunzl, Chaud Devant, Continental Chef Supplies and the Wine and Spirit Education Trust.

For more information, to register a National Waiters’ Day event, or to sign up, visit:


Institute Announces New Webinar Season

The Institute of Hospitality launches its new season of webinars with an American perspective on ‘Brexit’s silver lining’. 

For American visitors to the UK, prices are now 30% lower than two years ago thanks to the sharp drop in sterling triggered by the EU referendum result.  In the coming months, there are strong signs that the UK is set to enjoy record-beating levels of inbound tourism. How can operators capitalise on this boom?

Peter Ducker, chief executive, Institute of Hospitality, says: “American tourists have always been our biggest spenders. Now that they will be arriving in greater numbers, there is no better time to fine-tune our customer service skills in order to wow guests and keep them coming back.  We are delighted to kick-start our webinar season with Simon Hudson, a distinguished hospitality expert from the University of South Carolina, who will deliver his unique insights into what American tourists are looking for.”

Institute of Hospitality webinars give busy hospitality professionals a full briefing on a current operational topic in 30-40 minutes. You can also ask questions and receive follow-up materials. Full programme below.

Institute of Hospitality Webinars Autumn 2016

6 September
Capitalising on Brexit’s Silver Lining
The whys and hows of training employees to wow American tourists in order to secure long-term lucrative loyalty
Dr Simon Hudson, College of Hospitality, Retail and Sport Management, University of South Carolina

20 September
We have data but how can we use it?
On average a hotel receives data from more than 12 systems everyday. Get some great tips on how to use this data while still remaining a hotelier and focusing on taking care of guests
Janel Clark, head of consultancy and education, Snapshot

4 October
Make the OTAs work for you
Learn how to embrace the role of OTAS, reduce the commission you pay, adopt an OTA strategy where you are in control and invest wisely in your hotel website
Andrew Plant, digital marketing manager, Journey

18 October
Food Allergens and Customer Excellence
The Food Allergen HACCP and due diligence framework not only helps protect your business but also appeals to a critically wary customer base, who above all want transparency and deserve service excellence like any other customer.
Julian Edwards MIH, director, Allergen Accreditation

1 November
Addressing the risk of human trafficking
The nature and necessities of human trafficking place hotel businesses in a high level of exposure. Identify the vulnerabilities in your business and discover what you can do to prevent, mitigate or eliminate the risk of human trafficking in your business.
Professor Angela Roper FIH, University of West London, and Dr Maureen Brookes, Oxford Brookes University

15 November
The effect of Brexit on employment and immigration rights
What’s the position now and what might change? What are the lessons from the Byron Hamburgers furore this summer? Find out how businesses can get ahead of potential changes.
Jonathan Gray, hospitality, tourism and leisure partner, Pitmans LLP

From disruptive to constructive: a £3.2bn opportunity for the hospitality in the #FeedbackEconomy

Online reviews make up the 'feedback economy'
Online reviews provide valuable insights for businesses as well as consumers in today’s ‘feedback economy’

A new research report from Barclays takes a look at the ‘feedback economy’ and its impact on the hospitality industry. Customer-generated online reviews are increasing and opportunities for significant growth exist for responsive businesses.

The report, ‘The feedback economy: A £3.2bn opportunity for the hospitality and leisure sector’, analyses the respondent’s input by customer age and sector (hotels, restaurants, pubs and bars, etc.) to provide insights into consumers’ use of online reviews and how businesses use the resulting data to set pricing, run operations and develop strategy.

The report’s economic modelling suggests that the hospitality and leisure sector – if it becomes more responsive to online feedback – can reap benefits and potentially ‘boost the economy by £3.2bn by 2026′.

What does this responsiveness involve? The report explains how the online review process is managed by the respondents including, for example, the use of dedicated staff, Customer Relationship Management (CRM) systems and monitoring of online sites. Surprisingly, opportunities are particularly significant for small and independent businesses who appear to be more responsive to customers’ input. Case studies involving the five star Corinthia Hotel London, Villa Plus and Everyman Cinemas illustrate how to successfully manage feedback.

So what can hospitality businesses do to ensure they make the most of the feedback economy? Barclays’ report suggests taking a longer-term view of online reviews. The report’s infographic ‘Strategies for Success’ can help guide businesses in the steps a business can take to reap benefits from the feedback economy.

Barclays has made this report free to download. Find it HERE.



Is your hospitality website mobile friendly? Here’s a quick way to find out

Easy to understand and use, you'll appreciate this new guide about how to improve your presence on mobile devices!
Easy to understand and use, you’ll appreciate this new guide about how to improve your presence on mobile devices!

Love it or hate it, businesses can’t ignore the importance of Google and its rankings, particularly when it comes to how a hospitality business is located by consumers conducting online searches. Recent research by technology experts Avvio across a group of hotel websites confirms that mobile bookings are growing at a fast pace and made up more than 52% of overall online bookings for the surveyed sites in 2014. These hotel’s websites are making certain they appeal to all potential customers – including those on mobile devices.

The Institute’s newest management guide helps hospitality managers and owners determine whether their business’s website is as mobile friendly as it should be. In easy-to-understand language  – you don’t need to be an IT expert! – the new guide explains why and how hotel websites can appeal to consumers on mobile devices. The guide also provides links to FREE reliable websites that can quickly analyse your business’s mobile ‘friendliness’ using your business’s url. The sites explain measures that can be taken to improve the website’s mobile friendliness. The process is fast and there’s no commitment or registration required from the free sites – this couldn’t be easier! In 15 minutes, you can read the guide and discover how your business’s website really appears to mobile users.

Find this hugely practical new guide, Does Your Website Meet New Mobile Standards? (2015), written by the experts at Avvio, on the Institute’s website under Management Guides.

Online reviews: your business’s obligations in the UK

Consumer spending on hotel/travel sector after reading online reviews (Source: CMA)
Consumer spending on hotel/travel sector after reading online reviews (Source: CMA)

In the UK, the new Competition and Markets Authority (CMA) recently published guidance about how UK businesses should handle online reviews – an area of particular relevance to the hotel and restaurant sectors. Many consumers are relying on the statements made in online reviews to help make their purchasing decisions (see image on left). Businesses of all kinds, from hospitality service providers to PR and social media firms, need to stay on the right side of applicable consumer protection laws.

The CMA explains more fully in its new Online Reviews: giving consumers the full picture. It states, “If your business’s website allows people to review your products or services or someone else’s, or if you work with a third party to generate or manage reviews, you need to make sure that the reviews provide the full picture to consumers. If the way you publish, present or manage reviews might mislead customers, you may be breaking the law.”

The document goes on to provide guidance about what do you need to do if:

  • your business’s website publishes or hosts reviews of products or services.
  • you’re a business whose products are being reviewed.

What makes this document even more helpful is its brevity – it is a single page “60 second summary” – so there’s no excuse for hospitality managers not to check it today!

Hospitality is assured by these worthy HA Award winners and runners-up!

Proud winners of this year's Hospitality Assured Awards.
Proud winners of this year’s Hospitality Assured Awards.

A diverse range of businesses were recognised this week for their outstanding customer service and business excellence at the Institute of Hospitality’s Annual Lunch. The Hospitality Assured Awards Ceremony took place at the London Marriott Grosvenor Square Hotel on 8 June 2015.

The Hospitality Assured winners and those short-listed illustrate the enormous variety of organisations that use Hospitality Assured (HA) standard as their chosen method for achieving continuous improvement.  HA is a quality standard created by the Institute of Hospitality and supported by the British Hospitality Association.

The winners include universities, a conference centre, an NHS Trust, an airport, a hotel, a private hospital, a local authority and a care home.

Peter Ducker, chief executive of the Institute of Hospitality, said: “The services sector is massively important to the UK economy, representing a whopping 79% of total GDP.  All customer-facing businesses, whether public or private, can learn from best practice within the hospitality industry.  We are delighted to see the Hospitality Assured standard being embraced by such a wide range of organisations.”

The 2015 Hospitality Assured Award Winners:

  • Edinburgh International Conference Centre – This venue has recently doubled the size of its event space and keeps going from strength to strength. It has achieved the highest ever Hospitality Assured score.
  • Harper Adams University – The UK’s leading provider of higher education for the agriculture-food chain and rural sector has a strong commitment to sustainability. In their first assessment, the team really stepped up to the mark.
  • University College Birmingham – The assessor noted the energised, loyal and adaptable team spirit throughout University College Birmingham, and a considerable commitment to partnership working.
  • Sue Gladman, ISS Food & Hospitality at the Open University – Sue’s leadership style is open and trusting, resulting in loyalty and a good team spirit. Her belief is that customer excellence is driven by the team and if the team are developed and happy, then excellence follows.
  • Hotel Services Team at Tees, Esk & Wear Valleys NHS Foundation Trust – The team place the customer at the core of all that they undertake, supported by an impressive quality management system based on the Virginia Mason Production System, a by-product of the Toyota Production System.


  • City Catering Southampton – Management Team
  • ISS Open University – ISS Food & Hospitality Team
  • St Monica Trust – Senior Leadership Team
  • The Capital Hotel, London
  • Princess Grace Hospital, London
  • Callum Smith, airport duty manager, Highlands and Islands Airports Ltd
  • George Heir MIH, interim head of residential services, University of Portsmouth

For further information and photos:

Ben Walker, communications manager, Institute of Hospitality

M: 0776 532 0690