EDITOR’S VIEW: Raising a glass to the industry’s most talented


Boutique Hotelier magazine launched in 2013 with the sole intention of recognising excellence in the hospitality industry, sharing best practice and highlighting innovation in the sector.

This year we celebrate five years and continue to find stories of businesses built on passion, dedication and the highest level of service.

Even since our launch, the growing influence of social media and review websites have magnified the importance of reputation and attention to detail.

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As Henry Ford once said, courteous treatment will make a customer a walking advertisement.

And that courteous treatment comes from each and every employee who is working together to give guests the best possible experience.

I’m always out and about visiting hotels and I am constantly amazed by the service I witness from staff in the industry. Whether it’s that pre-empted G+T on arrival or the weather update left on my bed by the turndown team, it’s these touches that make a stay really memorable.

And it’s this is why we created the Personal Service Star Awards, to recognise outstanding customer attention, care and dedication that are the backbone to any successful hotel.

This year we had hotel managers and owners nominating in their droves, putting forward employees who consistently show their commitment to going to the extra mile.

For so many of the nominations we received, we read stories of staff who go way beyond what is asked, refusing to limit themselves to a narrowly-defined job description and striving to improve the business for both staff and guests.

This year was a record year for nominations and it has been extremely difficult to whittle down the entries – let alone decide on the winners! But luckily we had a bit of help.

After the shortlists had been created by the Boutique Hotelier team, we then asked five industry experts to do the hard part of choosing who should be crowned victorious.

This year our panel was Peter Hancock, chief executive of Pride of Britain Hotels, Giovanna Grossi from the AA, David Lockhart from The Ned, Lorraine Dale, head of housekeeping at Windsor Castle and chair of the UK Housekeepers Association and last year’s winner of General Manager of the Year, Adam Dyke, who is operations director at Chewton Glen.  

Seriously though, although we could only award 11 individuals, just to be shortlisted is a huge achievement so you should be really proud of yourselves.

Working 9 to 5 may have been the case for Dolly Parton, but in the hospitality industry, you are handling long hours, flexible working patterns and constant customer scrutiny so these awards hopefully go a little way to showing how much we commend the fantastic jobs you are all doing. 


Tags : BHPSSBHPSS AwardsBHPSS Personal Service starsBoutique Hotelier Personal Service Star Awards
Zoe Monk

The author Zoe Monk

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