Environment

We have a commitment to planning and action to ensure that the Service Environment is maintained in the best possible condition.

Within the context of the service environment, we remain aware of everything the customer:

• touches; this includes all cutlery, crockery, napkins, linen, towels, seats, taps and sinks, tables, telephones, lifts, glassware and restrooms. All these items are kept at the highest standards of hygiene and cleanliness.
• sees; we ensure that all surfaces, including floors, counter tops, tables and seating are free of dust, debris, grease marks and scuffs and ensure that all the service environments are tidy and well maintained. This is true of both hard and soft décor. Ceiling tiles are well maintained and complete and all air vents are dust-free.
• smells; we ensure all our service areas are odour-free, smoke-free and well ventilated. We ensure floral decorations are fresh and well maintained and we operate a cleaning system which removes dirty items rapidly.
• we ensure we take every step we can to eliminate sound intrusion from external activities such as building works and traffic to internal activities such as other events, catering activities and internal maintenance.
• we remain aware of everything the customer tastes; we ensure that food is not contaminated with other flavours, products taste fresh and live up to the descriptions we provide. We believe quality of food is more important than extensive menus.

We work hard to make sure technical equipment is in good repair and working order and provides good quality visual or sound reproduction in those areas where it is provided.

Individually, we take personal responsibility for ensuring the service environment reflects a world-class destination.

Individually, and as a team, we take pride in the place where we work and in our own appearance. Cleanliness is given a clear importance by the business.

Individually, and as part of a team, we improve our processes at work to make sure the service environment is continually being improved.

We show respect for the team members who care for our service environment, whether they are contractors or an in-house team.

We are aware that inhospitable activity, such as untidiness and poor cleaning, reflect on the team, the company and Manchester.

Each member of the team is flexible and, in times of need or emergency, we pull together as a team to make sure the service environment is as comfortable as possible for the customer.

Exterior cleaning and appearance is recognised as part of world-class service delivery.

We comply fully with all relevant health and safety legislation.

We comply fully with requirements relating to our Public Entertainment Licence where required.

We comply fully with the Disability Discrimination Act.

We comply fully with any relevant by-laws affecting our business areas.

We are aware of noise levels and actively take steps to minimize impacts on our customers.

We are aware of temperature variations and take active steps to ensure the climate within our building is comfortable for our customers in the summer and winter.

There is a major audit checklist to support team leaders and managers in delivering this standard.