letters

customers enjoy cook-chill cuisine

HERBERT Berger's letter "Unseen costs of cook-chill" (Caterer, 27 November, page 26) missed an opportunity to put the record straight about the use of cook-chill cuisine.

His statement that customers "suffer regenerated food" assumes that customers do not appreciate what they are eating. He is wrong. Letters complimenting the standard of food served have increased sharply in number since the cook-chill system has been in use at the Café Royal. Customers are "enjoying" not "suffering" the regenerated food.

Mr Berger uses his criticism of bad cook-chill practice to damn the whole method. Would he be happy for his traditional French cuisine to be similarly damned on the evidence of its worst example? Café Royal cook-chill cuisine is top-quality cook-chill cuisine. Many of Mr Berger's own chefs are still with us, contributing to its success.

Embrace the future, Herbert. Put aside your sense of personal injury at your treatment and encourage, rather than damn, good cook-chill cuisine. See it as a marvellous technical advance, enabling top quality food to be enjoyed by more people, and to the benefit of our whole industry.

STEVE McMANUS

Managing Director,

Gardner Merchant Leisure,

London EC4.

millennium to show UK best

JANUARY 16 is the deadline for the first round of Millennium Products, a scheme which seeks to maximise the unprecedented opportunity presented by the millennium, when Britain will be centre stage as the first to step into the new century. It will promote the very best of British industry, demonstrating the talent and achievements attained by firms working in vastly different sectors.

Launched by Prime Minister Tony Blair in September, Millennium Products will, over the next two years, encourage, identify and promote 2,000 innovative and ground-breaking British products and services. Those selected will be showcased in the media, at the Millennium Experience in Greenwich and in displays and trade shows around the world.

So if you have a brilliant product or service which was on the market between 1 January 1995 and 31 December 1997, you should telephone 0181-580 9926 now and ask for a brochure and/or submission form. Alternatively, our Web site is at http://www.design-council.org.uk.

ANDREW SUMMERS

Chief Executive,

Design Council,

London SW1.

loss adjustment is never easy

I READ with great interest the article "Masters of disaster" [concerning Nikyolas Pechy's White Rose Inn, near Hadleigh, Suffolk] (Caterer, 27 November, page 64).

In my lengthy experience of loss assessing, there is hardly ever a straightforward claim. Apart from differences of opinion as to values at the time of loss and the degree of damage, there are issues of interpretation relating to terms, conditions and various clauses prevailing within the various [insurance] policies.

With the White Rose being a Grade II-listed building, our chief surveyor made immediate contact with the local authority conservation officer for discussions on reinstatement, which greatly enhanced speedy approval to the proposed works.

Similarly, a great deal of complex work was carried out to properly formulate and present contents and stock claims. I understand and appreciate that it was as a result of our expertise that all matters "appeared" to Mr Pechy as being straightforward.

As commercial policies incorporate three essential elements, relating to buildings, contents and business interruption cover, we provide expertise to deal with these specialities. This method has, by continuing experience, proved to be of great benefit to the insured.

When anyone who has suffered a loss and is considering the appointment of a loss assessor, they should consider the anecdote of the eminent Victorian surgeon who carried out an emergency appendix operation upon a member of the aristocracy. On presenting his bill of 100 guineas to the noble lord, he was rebuffed with a comment that the surgery had only taken half-an-hour and that his bill was outrageous; to which the eminent surgeon replied:

For taking out appendix: 10 guineas

For knowing how to take out appendix: 90 guineas

Total: 100 guineas.

Nowadays, not only can one insure medical insurance in the event of a disaster, but loss assessors' fees similarly.

HM HARRIS

President,

Harris Claims Group,

London W1.

let customers communicate…

I READ John Jenkinson's letter [about mobile telephones] (Caterer, 11 December, page 21) and I must admit found myself at my computer within minutes to bash out a reply.

I must say his article portrays him as a prehistoric bully, as does the appalling notice he displays for his customers. Calling guests "oiks" and accusing them of "yobbish behaviour", purely because they have mobile phones, is outrageous. How does he know he received a "silent cheer" from other guests? Did they hold up signs with "Hooray" written on them?

Communication is the most important part of our working lives, and we need to move with the times.

I, too, am a hotelier fighting against the rising costs of new telephone systems and the ever-increasing use of the mobile phone, but for pity's sake we should let our customers have free speech.

KEVIN YOUNG

Egham,

Surrey.

… or we will surely lose them

CONGRATULATIONS to John Jenkinson for standing by his principles of not wanting customers to use mobile phones in his lounge/bar. He may be pleased to know that his letter was used as a prime example in one of my university lectures on how our industry will never grow or change, when customers are regarded as "oiks", humiliated and given poor and snobbish customer service.

Here is a handy hint for Mr Jenkinson. Perhaps a subtle word to his guest could have directed him and his mobile phone towards the privacy of Mr Jenkinson's own office, with, if needed, access to a fax machine and a complimentary cup of coffee. This would have been good customer service, and may very well have got the "oik" to part with some cash for services rendered, retaining customer loyalty, satisfying customer needs and exceeding customer expectations. I do not know of any other industry that does not treat its customers as kings.

Perhaps John has a 200% occupancy rate, or has been watching the BBC programme Hotel and feels that being a bully and passing on a cold dish of mediocrity served to customers on a platter of contempt is the only way up for our industry.

SUSAN BROOK

University of Huddersfield,

Yorkshire.

take harmonised standards to heart

I WAS surprised to read Brenda Nicoll's letter (Caterer, 11 December, page 20) asking for changes to the English Tourist Board's Crown scheme.

Together with the AA and RAC, we have just completed a three-month industry consultation on proposals for two completely new harmonised standards, one for hotels and the other for guesthouses, inns, farmhouses and B&Bs.

We have analysed the detailed results of the consultation and are now finalising amendments in response to industry views.

The Ettington Chase Hotel [where Ms Nicoll works] should have received copies of the consultation proposals that were sent to all accommodation registered on our database. In addition, the English Tourist Board and the regional boards organised 41 consultation workshops throughout England.

The new harmonised standards are based emphatically on consumer needs and expectations. Brenda Nicoll is absolutely right about the importance that guests put on a spotlessly clean bedroom, which is why this is as much a requirement for one star as it is for five stars. Helpful, courteous and efficient staff are equally important, providing a warm welcome and attentive service.

However, visitors also expect an increasing range of services at the higher ratings, which is why breakfast room service is a requirement at three stars and a shoe cleaning service at five stars.

If Ms Nicoll is not aware of the harmonised standards, I do hope she will get in touch with me immediately so that I can put her fully in the picture.

By working together to harmonise inspection standards, we and our partners, the AA and RAC, are convinced that this will eliminate visitor confusion and provide a simple standard which lives up to their expectations and provides the quality assurance they require.

SARAH WHALEY

Head of Quality Standards,

English Tourist Board,

London W6.