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ScaleUp 360: ‘The Future of Customer Service in Hospitality?’

Jun 11 @ 2:00 pm - 4:00 pm

To take part in this online streamed seminar – you must be enrolled onto the ScaleUp 360 FREE Support Programme first. To find out more information – please contact Francesca Noble, our Account Manager for the Barnsley & Rotherham Area, on, alternatively you can register here.

The future of customer service in hospitality?

Dr John Dunning, Principal Lecturer at Sheffield Business School.

What will we cover?

The current constraints to hospitality operations, the planned gradual easing of restrictions around physical distancing, and the requirements for enhanced hygiene practices are making hospitality businesses re-think their approach to customer service. This webinar brings together a panel of experienced hospitality business leaders to discuss how businesses need to change for the immediate and short-term future, consider the ‘next normal’ for service, and to explore effective and profitable ways to maintain value and experience for customers in the future. The panel includes:

Shauna Froydenlund – Chef Patron of one of London’s most acclaimed restaurants, the Michelin starred Marcus, Marcus Wareing’s eponymous restaurant at The Berkley in London.

Shaun Kenworthy – Chef, restaurateur and F&B consultant based in India, where Shaun has supported over 50 new project startups across a wide variety of hotels, restaurants and bars.

We start by exploring the current situation each of the panel members business is in and the immediate impact Covid-19 has had on their business, with a focus on how the situation has impacted their customer base and workforce.

The conversation will then move on to what the panel members current plans are for re-opening their business and their anticipated levels of operation. This will lead to exploring any significant changes and adaptations may be required to operations, regarding service systems and the customer journey. Consideration will be given to the way in which technology and marketing will support the new service approaches.

A final thought for the panel discussion will be in how they view the hospitality industry longer-term, exploring the ‘next normal’ for service. Attendees will then be invited to consider and comment on how the current situation will impact their own business and to put forward questions to the panel for further discussion.

What will I learn?

– How Covid-19 is affecting a range of hospitality businesses
– Understanding different approaches businesses can take to re-open
– How businesses are adapting and changing their approach to service to meet new hygiene and service expectations
– What service in hospitality may look like in the future

Who should attend?

Any entrepreneur, director, or manager in hospitality who wants to place service at the heart of their business strategy.