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Our new customer engagement programme – SHINE

15.07.20
As we reopen restaurants and cafes across the UK, we are delighted to launch our new guest experience training programme – ‘SHINE’. This holistic programme has evolved from our award winning Impressions scheme to not only deliver first class service for our guests and clients but to provide a clear framework for continuous learning as well as reward and recognition of our team members.

Our main focus is building an unforgettable guest experience for each and every one of our customers. We do this through a suite of Standard Operating Procedures focused on the different departments such as Casual Dining, Hospitality through to Conferencing and Events. Within this framework there is a suite of SHINE training sessions focusing on the Guest Journey, Guest Experience and Make it Right. This leads to our training academy called Talent Labs – there are 6 modules altogether including: Career Lab, Coffee Lab, Food Lab, Retail Lab, Service Lab and our newest addition the Wellness Lab. Each one of these is headed up by a dedicated subject matter expert and includes training, engagement, professional qualifications and apprenticeships.

There is also a pathway for reward and recognition from our team member nominations with SHINE Rewards to our RAG Values Me quarterly and yearly awards through to Compass Be a Star Awards.

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