Service watch

This is the first in a new series that allows Caterer readers to judge their standards against the averages achieved by subscribers to the BHA/Scher Benchmark, which was launched last year for independent and group hotels.

Every four weeks this column will focus on a different aspect of service. This week we look at booking service. The bar charts show the overall cumulative averages achieved for the UK in 1999 and a breakdown of these averages by star classification.

TABLE: Overall UK score (%)

UK 84.7

2-star 72.5

3-star 89.9

4-star 92.8

5-star 94.1

TABLE: How many times did the

telephone ring before

it was answered (%)?

UK 4.4

2-star 5.12

3-star 4.48

4-star 3.62

5-star 2.76

TABLE: Did the telephonist speak in

a clear and unhurried voice

throughout the call (%)?

UK 89.35

2-star 85.52

3-star 90.93

4-star 91.97

5-star 91.18

TABLE: Did the telephonist confirm

the rate and tell you what

was included (%)?

UK 80.11

2-star 59.46

3-star 88.84

4-star 93.63

5-star 97.06

TABLE: Was the telephone

answered with warmth

and friendliness (%)?

UK 92.51

2-star 90.94

3-star 91.4

4-star 94.93

5-star 97.06

TABLE: Were your details taken

accurately (%)?

UK 97.25

2-star 97.68

3-star 96.51

4-star 97.25

5-star 100