Everyone in hospitality prides themselves on their resilience, passion and unwavering commitment to delivering exceptional experiences. The sector boasts masters of ambiance, culinary artistry and customer service. We navigate the daily complexities of staffing, supply chains and shifting consumer tastes with a skill that often looks effortless to the outside world.
But what happens when the unexpected strikes?
I’m not talking about a surprise visit from a food critic, but the incidents that can disrupt operations and in the worst cases, damage reputations. A kitchen power outage during the Saturday night rush, a burst water pipe flooding the stockroom or a customer complaint – these are the moments that truly test our mettle.
In our dynamic, fast-paced venues, such incidents are not a matter of ‘if’, but ‘when’. While we can’t predict every eventuality, we can control how we prepare for them. Thorough preparation is the bedrock of a resilient business, transforming a potential crisis into a manageable situation. It is this principle that has driven UKHospitality to develop our most crucial new resource for members: the UKHospitality Incident Guide.
Launched at our recent sell-out ‘Serving Britain: the future of food’ seminar, this guide is a comprehensive playbook designed specifically for hospitality businesses. We understand that when an incident occurs, clarity and confidence are paramount. There is no time for ambiguity. That’s why we’ve created a resource that provides expert advice on exactly how to respond, what your legal obligations are and practical steps to take in the heat of the moment.
This isn’t just another document to file away. It is an active tool for business continuity. Developed in partnership with the safety experts at Food Alert, the guide covers the full spectrum of challenges you might face. It addresses everything from power and water failures to spills, breakages, and even suspected food crime. Crucially, it provides clear frameworks for handling enforcement visits, managing customer complaints and navigating the complexities of allergen incidents.
What makes this guide the authoritative document for the sector is that key elements carry the weight of ‘assured advice’ under our primary authority partnership with Cornwall County Council. For you, the operator, this is a game-changer. By following the guidance laid out under primary authority, you can be confident that you are complying with your legal requirements, giving you invaluable peace of mind. It removes the guesswork and empowers you to act decisively, knowing you are backed by recognised industry best practices.
The guide offers clear, actionable steps that empower teams to respond confidently and with compliance to a wide range of scenarios. This point about empowering teams is vital. An incident management plan is only as strong as the staff who implement it. This guide is designed to be integrated into your training and operational protocols, ensuring every member of your team knows their role when pressure mounts. It is about building a culture of preparedness from the ground up.
At UKHospitality, our mission is to provide our members with the tools they need to thrive. This guide is a testament to that commitment. It joins a wide array of expert resources available exclusively to our members, each one designed to strengthen, support and champion your business.
The past few years have tested our sector in unprecedented ways and we have proven our strength time and again. Now, as we look to the future, let us build on that resilience by embedding preparedness into the heart of our operations. I urge all our members to download the Incident Guide, to share it with your teams and to make it a living part of your business. Let’s ensure that when the unexpected happens, we are not just ready to react – but prepared to lead.
For more information about the Incident Guide and on how to become a UKHospitality member to access the guide and all the benefits we offer, please visit the website.
Allen Simpson is chief executive of UKHospitality