Canterbury Cathedral Lodge was last week named ‘Customer Service Excellence’ business of the year at the Kent Invicta Chamber of Commerce Business Awards 2012.
The award, which was presented on 28 March, is given annually to a business that demonstrates commercial success and strategies for growth whilst achieving excellence in customer care.
The Lodge is 35-bedroom hotel and conferences, and was given the award in recognition of its exceptional commitment to customers, performance and innovative approaches to monitoring and maintaining standards.
In a statement, the award judges said: “Canterbury Cathedral Lodge stood out in a strong field. Their performance was well evidenced and the high level of commitment by all the staff to customers is clearly paying dividends.
“It may be an over-used phrase, but Canterbury Cathedral Lodge truly provides a first class service and thoroughly deserves the recognition the award brings.”
Judges also praised the Lodge’s high proportion of repeat business, occupancy rates and approach to marketing. They added: “Canterbury Cathedral Lodge achieved 16% better occupancy rates than the average for provincial hoteliers last year.
“This is in part due to the way they carefully monitor and respond to customer needs but also reflects the way they creatively use marketing tools to stand out amongst industry competitors who have much deeper pockets.”
Accepting the award, receiver general of Canterbury Cathedral, brigadier John Meardon, said: “This is a great tribute to everyone who works at the Lodge as they were up against competition from across the county, including very large organisations of great repute.
“The award was even more appropriate because the event was held in the Canterbury Cathedral Lodge Auditorium and all aspects of the Lodge were on show for everyone to see.”
The lodge is owned by the Cathedral and has a 250-seat auditorium and a series of function rooms allowing it to cater for small meetings or large delegate events.