BaxterStorey first ‘World-Class’ B&I business

BaxterStorey recently became the first business and industry (B&I) caterer to achieve ‘World-Class’ status from Hospitality Assured, the quality standard developed by the Institute of Hospitality. The company received an 86.4% mark in 2023, placing it on the leaderboard as the highest scoring organisation currently in the Hospitality Assured framework. The sector average score is 73.2%.

Hospitality Assured assesses nine steps in total, from customer research and business planning through to service delivery and how organisations use customer feedback to improve services. BaxterStorey scored higher than 80% for all nine, awarding it the prestigious World-Class status – a new achievement for the caterer and the first of its kind in the B&I sector.

Max Lawrence FIH, director of finance and administration for Hospitality Assured, said: “BaxterStorey has taken part in the Hospitality Assured assessment for 20 years, and to achieve substantial growth in score at this level of 3.2% to 86.4% is an iconic achievement. The business has seen an incredible transformation post-Covid, emerging with a new brand identity and voice, while remaining true to the founding values of fresh food and great service”.

Peter Kent, managing director of BaxterStorey, added: “We have been on a significant journey the past few years, with the pandemic giving us as opportunity to reflect and reset. We are extremely proud to see our craft, creativity and commitment to training and development recognised in our highest-ever score.”

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