On Tuesday 4th March, 7 students from One made a return visit to The White Lion in Aldeburgh, with the aim of witnessing excellent Customer Service and Hospitality in action. The day was full of a variety of activities.
On arrival, the students were given tour of the Hotel looking at different rooms, the front of house areas and the kitchens. The purpose of this was for the students to experience the atmosphere of the Hotel and the image they hope to portray to their customers via Hospitality. At 11am, they attended the ‘10@10 daily meeting’ to get a snapshot of the day’s goings on at the Hotel. Then the students were split into 2 groups, one went to the kitchen, and the other to play the ‘Fred Sirieix Art of Service’ board game. The game is a training material used by the Hotel weekly with all the employees, where they are given scenarios to follow the traditional guest journey, from the moment a guest books to the moment he or she leaves the restaurant. The students learnt how the Hotel dealt with situations, and experienced role play activities that they could never get within the classroom.
Meanwhile the group in the kitchen helped prepare for a Pancake Day event that the Hotel was running. At lunchtime, General Manager Peter Osborne had lunch with the students in the Brasserie and discussed with them the experience of the day so far. During the afternoon, the groups swapped around activities, and students in the kitchen assisted with the service for the Pancake Day event being held in the Hotel.
To finish the day the students presented work to Peter Osborne in the boardroom environment. In college they have been working on customer service, and as part of their assignment, had developed some suggestions for improvements to customer service in the Hotel. They are looking forward to seeing if the Hotel adopts some of these in the future!
This has been an excellent experience for the One Hotel Management students have been given a brilliant opportunity to witness customer service and hospitality in a hotel in the local area that really values this and is central to their operations.