The Bournemouth International Centre (BIC) and Pavilion have gained the Institute of Hospitality’s Hospitality Assured Standard for Service and Business Excellence.
The venues demonstrated improvements in nine of the 10 areas evaluated and achieved an improved overall score of 71.2 per cent, compared to 69 in 2010.
Steve Piper, Head of Venues for BH Live, which manages the BIC and Pavilion, said: “Hospitality Assured assessment is an independent and internationally recognised way of evaluating the standard of 10 areas across the business including customer service, business planning and service delivery. The assessment highlights areas for improvement and using the outcomes of this report, alongside our own customer research and feedback, we can continuously adapt to ensure we are always improving to provide the best service to our customers.”
In December 2009, Bournemouth Borough Council transferred management of the BIC and Pavilion, (alongside some of the town’s leisure facilities) to a new cultural trust called BH Live.
“This was to secure both future investment and improvements in the town’s leisure centres, conferencing and entertainment venues and protect the services and facilities from austere public sector cuts,” Steve Piper tells CN.
Chief Executive for BH Live, Peter Gunn, says: “Since transferring the management and operation of the BIC and Pavilion to BH Live in May 2010, both venues have continued to deliver a high standard of customer service despite having worked through a period of significant transition. We are continuously looking at how we can improve the service to customers and will be striving towards the Hospitality Assured Premier standard in 2012.”
Piper adds that this year 59,000 delegates will contribute an estimated £62m of economic benefit to the local economy, with major conferences including the Royal College of Nursing and the Communication Workers Union (CWU). The Association of Surgeons, Police Federation and The Association of Insurance & Risk Managers (AIRMIC) will all return to Bournemouth this year.
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