Putting on The Ritz

Hotel La Tour Head Chef Dan Pearce and Finance Manager Nigel Masters managed to pack a full itinerary into a couple of days away from Birmingham.

The pair headed to the capital for the annual conference of the Institute of Customer Service which took place at the London Lancaster Hotel. The event was hosted by broadcast journalist and specialist news presenter, Krishnan Guru-Murthy, and speakers included Kypros Kyprianou, Group CEO of Ryman Stationery and the inspirational Fran Millar, Head of Business Operations at Team Sky with much talk of “taming your inner chimp”.

Making full use of their trip, Dan and Nigel also toured a number of hotels and bars checking service levels (honest!) plus seeking inspiration for new ideas which could help to enhance what we are doing here in Brum.

Among the venues on their list was The Ritz, considered by many as the benchmark by which other hotels are measured.

Dan, pictured with John Williams MBE, Executive Chef at The Ritz, was particularly struck by the calm efficiency of the huge kitchen operation there.

There was a chance to discuss best practice in customer service over dinner too when Dan and Nigel attended a dinner at The Dorchester as guests of customer loyalty specialist Chris Daffy, who continues to help us clarify our thinking on how we evolve our business, ensuring our guests are always at the heart of what we do.





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