Whitbread and Customer Service

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Introduction The conglomerate Whitbread is a hospitality powerhouse. Formed in 1742 by Samuel Whitbread and his partner Thomas Sewell, Whitbread has now spawned many household brand names associated with excellence in hospitality. Whitbread made its name as one of the front runners for the brewing industry with its first mass production brewery set up in Britain over 250 years ago. The conglomerate certainly shook up the hospitality business world by selling off its breweries, pubs and bars plus diversifying its portfolio with ventures into spirits, wine and night clubs. This rejuvenation of Whitbread meant focusing on expanding its hotels and restaurants businesses and was unrelenting in its changes with the disposal of household names such as Pizza Hut and Cafe Rouge whilst promoting its now more popular chains as Costa Coffee, Premier Inn and Beefeater and Brewers. By studying the tone of today’s market and clientele, I will outline future directions Whitbread in its unceasing dominance of the British market can take. 1.1 Analyse the scale, scope and diversity of the hospitality industry The hospitality industry is one of the fastest growing professional sectors, employing over 1.8 million people in the United Kingdom alone, and 1 in 10 people worldwide. This provides an enormous scope for those wishing for a job in the industry, with so many jobs available within, and huge opportunities for work in other sectors. Gauging the scope, examining and identifying key information for the sole purpose of boosting business intelligence and using the studies to show the company’s own and other failings, strengths, operations major products and services, their histories, competition and among many others growth opportunities. In order to survive in the ever changing business world, it is vital that individual companies utilize tactics that will keep them

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