On Tuesday 11th February, Peter Osborne the General manager of the White Lion in Aldeburgh, came into college to work with the Year 12 Hotel Management students. The students are studying customer service at the Hotel, and Peter gave them an insight into how he trains his staff to provide excellent service. He talked about the difference between service & hospitality, about how staff should ‘go the extra mile for their customers’, and how he has adopted the principle of SOS when dealing with a customer service issue at the Hotel.
As Peter “The word service means much more than just SERVICE. It's about hospitality, the connections and bonds that people create and share. Good service is good living and making people feel special. Good service is about a way of life”.
Peter talked to the students, and gave them examples of customer service incidents and remedies from his many years of hotel experience, from sticking a plaster to the fire light in the bedroom at the Michel Roux’s La Gavorche in Mayfair, to getting Ginger Beer in room service at the Salthouse in Ipswich. They also did some group work on walking through the customer experience of booking a table and a room in a hotel, identifying stages where hospitality is used to enhance a hotel service experience. He also talked about the increase in use of social media, and how it is becoming very important in the Hotel industry, the students themselves featured on the White Lion twitter feed that day!
The students will be following this up with a visit to the Hotel in early March. Then they will get the opportunity to be part of the daily 10am meeting in the Hotel, and work in the different departments from front of house, to housekeeping and the kitchen. Students will also get an opportunity to play the Customer Service training Game ‘Fred Sirieix’s The Art of Service’ which featured on the BBC Series Michel Roux’s Service. Later in the day they will feedback their observations to the Hotel. All this experience will be put into their assignment work back at college.