Operational excellence

Successful and rewarding food travel experiences depend upon great food, amazing people, inspiring locations and the highest standards of operational excellence. Developing each of these four qualities requires skill, experience and determination. Bringing them all together so successfully, time after time, is what sets SSP UK apart.

Our unparalleled blend of food, people and service has been applied to food travel operations across the globe; from local operations that bring together a small selection of brands in regional airports and rail stations to multi-brand, complex operations at the world's largest and most operationally demanding international travel hubs. Big or small, local or international, we apply the same rigorous principles of excellence and attention to detail at each and every one of over 150 UK and Ireland locations.

Bespoke management training
The business strategy of SSP UK is one of growth and this includes a commitment to investment in our people. Through a variety of bespoke management training programmes, we underpin the succession planning process through the provision of development activities that support individuals to attain future roles within the business.  By building and enhancing the knowledge, skills and behaviours necessary to grow business performance for the future, we can constantly improve the quality and consistency of our operations.

The induction process is significant at all levels, both in the field and in the Support Functions. This is more than just reinvigorating the tools and process. Our aim is to provide new starters with a robust and stimulating introduction to the SSP brand.  Succession tools are then put in place to help build a career path for the field that delivers internally promoted Assistant Managers, Unit Managers, Multi-site Managers and strategic leaders for the future growth of the business. A real emphasis is placed on sales and service, requiring constant focus to embed the clear service competencies into the business.

By incorporating these into the Team member recruitment tools and our ongoing Expert Service Programme, these competencies shape the service standards in SSP UK. The SSP Academy encompasses the Management development offer and provides a graduated framework of support for the career and skills development of Supervisors wishing to develop into managerial roles and the crucial succession of talented single site managers into multi-site and remote management positions.

Measuring operational standards
As innovators of the food travel industry, it is important to offer excellent service every time. As part of SSP UK’s commitment to operational excellence and getting under the skin of the customer experience, the Expert Service Programme (ESP) was launched in partnership with leading customer service development provider, Retail Eyes. Designed to follow the customer journey, this initiative uses real customers to measure service quality and identifies best practice, as well as gaining greater insight into the consumer experience.

To ensure that actions match and even exceed expectations, SSP UK operates a Brand Standards Review initiative with a dedicated team of dedicated audit specialists. The team measures quality and consistency of product and production, identifying training needs and conducting coaching on site to aid the unit manager and their teams in delivering superior standards, increasing sales and driving customer service and quality.

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