CAP – Continual Advancement Programme
The service provided by your support service departments such as Catering, Housekeeping (Cleaning), Laundry, Grounds and Front of House (Reception) is so often a vital part in cementing your reputation for quality of service.
CAP is an award programme that recognises real operational service delivery. Inclusive of Catering, Housekeeping, Laundry, Grounds and Front of House, CAP provides a ‘scored’ measure of the department’s actual performance against recognised standards of service delivery, operational best practices and legal obligations.
The CAP Award path follows the steps laid out below: -
The Award Scheme is focused on the individual disciplines of
A. Catering
B. Housekeeping
C. Laundry
D. Grounds
E. Front of House
You may look to include one, two or all of your departments in the CAP Award Scheme. Each department is assessed individually by their own criteria as specific to their own discipline.
The On-Site time is vitally important to the whole Award Programme. Time is required with some of the key personalities such as the head of the department and some of the team members. It is also important that time is utilised to see the day unfold and observe the service delivery across the day. Therefore the setting of the date needs to ensure that the appropriate personalities will be available and that the daily routine can be seen.
During the assessment time, the central aspects of the service provided by the individual discipline are measured. This could include the ‘white glove’ test for Housekeeping, the ‘Meal Experience’ for Catering or the ‘Count’ for Laundry. Each test is designed to measure the actual service delivered to your clients and provide a benchmark against other comparable institutions on a like-for-like basis.
The Assessment Programme results in your selected discipline being awarded a CAP. The presentation of the CAP Award is dependent on the expected minimum score being achieved. Beyond this minimum standard, the department has the opportunity to shine in the glory of its service recognition with a CAP being awarded at BRONZE, SILVER or GOLD.
The CAP Report will also highlight suggested actions for the further development of your service and include the benchmark analysis against other like-for-like institutions.
On receiving a CAP Award, you will receive the CAP wall display. This will promote the achievement of your support service department within your own establishment and to all of your site visitors, clients and suppliers. Crucially it also provides vital evidence to all that you are serious about your service and about all disciplines that support in building your reputation.
On receiving a CAP Award, you will receive the CAP wall display. This will promote the achievement of your support service department within your own establishment and to all of your site visitors, clients and suppliers. Crucially it also provides vital evidence to all that you are serious about your service and about all disciplines that support in building your reputation.
