This month Savvy Guest  are pleased to feature our business of the month

The World Class Service.


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The MHA Awards Ball is a key event in the industry diary, usually held at the end of October, which allows the hoteliers to let their hair down and recognise and reward the ‘unsung heroes’. The event is attended by, not only the Hoteliers, but local attractions, restaurants, museums and galleries within the city.

Last year has to be one of the most successful MHA Awards Balls thus far, in terms of the amount raised for the Industry Charity; Hospitality Action (approx. £35K), the number of guests attending (700) to the extensive and enjoyable live entertainment. Not forgetting all the wonderful sponsors, without whom, the event could not take place.

The overall planning of the Ball begins around February, with the committee assembling to discuss the venue and theme, improvements on previous years, charity nominations and sponsorship interest.

From our point of view, the key and most enjoyable part of this event is meeting the candidates. We receive nominations from all the contributing hotels within the MHA, which include 1000 word citations from which we shortlist four ‘Employee of the Year’ finalists for each category namely: New Star, Front of House, Back of House, Outstanding Personal Contribution, Green Passion and the most prestigious award the Howard Raynor Lifetime Achiever – this award is given in memory of a remarkable man who founded World Class Service and left us with a legacy in the pursuit of service excellence in our fine City.

The interviewing process is supported by The Manchester College and Sponsorship Judges and takes place over two extremely long yet worthwhile days.

It is heart-warming to meet people who have chosen to dedicate their lives to this remarkable and competitive industry, all of whom show great passion for their work and to be recognised for their achievements is extremely rewarding for all. After reviewing their citations and following a 30 minute interview, the judges make their decisions on the winners – this is the most difficult part of the whole process – they are all winners!

On the night, the Awards are held after the meal, so the atmosphere is filled with nerves and excitement. Presentations are made, highlighting each winner‘s achievements, prior to the Sponsor announcing the Award Winner. The surprised and rightfully proud winner makes their way to the stage accompanied by huge cheers from their respective hotels.

The winners receive a specially commissioned and printed Villeroy & Boch Plate (with a duplicate for the winning Hotel), a Dinner, Bed & Breakfast Voucher for one of the top Hotels in Manchester and a Gold World Class Service Pin; they also become ‘Ambassadors’ for the industry for the coming year. There is also a great deal of press coverage after the event which gets circulated to the appropriate hotel and passed on to the Winners. The Finalists and Winners List is also displayed on the MHA Website and the World Class Service websites for 12 months.

Author – Tracy Waddacor,

World Class Service

World Class Service has been involved with the Manchester Hoteliers Association Annual Awards Ball for eight years as both a committee member and the Awards Host. With a passion for service excellence delivery, not only within the Hospitality Industry, World Class Service work with individuals and organisations, providing training and a tool to help them measure and improve continuity in excellent customer service standards.



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