On Wednesday the 18th March, the Year 12 Hotel Management students travelled to Aldeburgh to apply their college-based studies on Customer Service to a hotel chain - the TA Collection Hotels. In this instance, the students went to observe The White Lion and Brudenell hotels on the Suffolk Coast.
Greeted by the General Manager of the Seaside Hotels - Peter Osborne at The White Lion, the students were given a tour of the Hotel including the beautiful Brasserie restaurant and relaxing sea view rooms. They were then had the opportunity to work in the kitchens, preparing meringues for Eton Mess and decorating biscuits. Before lunch they were shown the fish huts and smoke house opposite the Hotel, and tasted some of the fresh produce that the Hotel uses.
Lunch was served in the Brasserie, and then the students headed down the front to The Brudenell. Arriving there, again they had a tour of the front of house areas and the kitchens which enabled them to compare the customer service provided by the 4* Hotel, with that of the 3* White Lion. On visiting the rooms at the Brudenell, the students were amazed that a local hotel could provide such luxury and excellent customer service.
On speaking the students they said “we had a great time at the Hotels, and were made to feel like guests, experiencing the standards of Customer service they receive”. They went on to say “the rooms in both Hotels were amazing, and we loved the attention to detail the Hotel made for their guests – especially the personalised soft toys for children”.
Peter Osborne will be visiting the students next week for a more in depth presentation and discussion on Customer Service provision in Hospitality. He will be explaining why the Hotels are so successful, and giving examples & ideas of excellent customer service that he has experienced through his career in the industry. This all links directly in to the Customer service unit that students are studying based on the TA Hotels.
Teacher of Hotel Management.