Since the launch of our revised Quality Strategy at our VOE 2022 Winter Members Forum we’re pleased to share that VOE Quality Ambassador, David Vaughton has conducted 11 quality assessments for our member venues to date, representing 25% of the membership!
Throughout these assessments, venues are measured against four pillars of quality; Customer Experience, Great Place to Work, Efficient Operations and Business Planning. A weighted score is calculated and shared with the venue based upon the impact of customer satisfaction, as well as a report of best practice and recommendations to help support members in the strive for continuous excellence.
This process is a fantastic business benefit and improvement tool to activate innovation and often assist with venue investment, and we are delighted they have been well received by our members.
Noticeably the areas we have excelled are around our people strategies, which are empowerment and ownership of roles across the team, talent identification with career pathways leading to promotions, team camaraderie, communication and professionalism, fair pay and treatment of team, with care and wellbeing management, along with supportive and accessible leadership.
Our venues are proven to be strong in clarity of purpose and clear strategic direction, showcase food creativity, embracing vegan menus, they are ahead of their competitors in sustainable practices and level of ambition to achieve net zero, plus extremely high Health & safety management standards, and importantly our venues committed to continuous investment to ensure our customer experience is upmost in their aims.
This far, our member venues have generated an average score rating of 86% – just proving another example of our promise of excellence!
David Vaughton, Quality Ambassador