Best Hotel

The accommodation sector is intrinsic to tourism. Representing the largest sector of tourism by spend, the hotel experience is a key contributor to many visitors lasting impressions of Scotland. This award recognises the pursuit of excellence in customer service, care and creating a memorable experience.

This category celebrates the finest examples of Scotland’s renowned reputation for exemplary service and experience to the visitor. For hotels that demonstrate exemplary levels of customer service and satisfaction

Participants in VisitScotland’s Quality Assurance scheme or similar recognised scheme and operate a hotel or hotel chain.

A clear strategy, a proven track record and evidence of exceptional customer care. Evidence that provide both qualitative and quantitative measures.

Entry Information

1. Provide a general overview of the nature and history of your accommodation. Provide 2 examples of what you have learned from out with your business and from experience to provide the best customer care. (10 points)
2. What services and facilities do you offer to enhance the tourism experience for your guests? Demonstrate how your staff have gone that extra mile? Provide evidence of standards being achieved. Explain what positive impact you have recorded for your business. (10 points)
3. Describe the key features of your business plan, covering objectives, strategies and outcomes. Provide evidence by highlighting an increase in average spend, any loan reductions, forward bookings compared to previous year, percentage increase, customer numbers etc. Explain how your business has experienced growth and how you plan to increase growth in the future? (10 points)
4. Provide examples of how your business demonstrates sustainability? For example; do you use local suppliers? Do you employ local staff? Do you have water saving measures in place? etc (10 points)
5. Explain how you achieve and maintain quality customer service throughout your business? Provide examples of any changes that have been introduced as a result of customer feedback. How do you identify and provide for people with specific needs? How do you identify staff development needs and how do you implement this? (10 points)