Lilleshall gains National Award for Customer Service

Lilleshall National Sports Centre, managed by Leisure Connection on behalf of Sport England, has just been awarded Hospitality Assured the definitive standard for service and business excellence in hospitality, championed by the Institute of Hospitality, and the only standard that focuses exclusively on the customer experience.



The site achieved an overall score of 72.7% which is an outstanding result for the first time and followed a rigorous accreditation process which examined ten key measurable steps, from business planning and strategy, to training and development of employees, through to delivery of service. After a day of intensive examining, which included interviews with 19 members of staff, the centre achieved over and above the standard level required. A massive well done and huge congratulations go to the Lilleshall team for this first time score.

The 72.7% achieved by Lilleshall is one of the highest scores achieved by similar organisations, with the average score being 65%. This highlights the hard work that has been put in by Leisure Connection and Sport England staff over the past year to make the facility one of the best centres of sporting excellence in the UK.

Within the Summary findings the Institute of Hospitality reported; “Overall, the assessors saw a level of enthusiasm and commitment from the staff that was exceptional and matched by the positive comments received from the many means of capturing customer feedback. The score of 72.7% obtained reflects the dedication amongst the team and the ways in which they apply the processes and procedures to deliver a quality service to a diverse and changing customer base.”


General Manager of Lilleshall, Lee Moore said; “We are absolutely delighted to be awarded Hospitality Assured accreditation and I would like to pay tribute to the whole Lilleshall team for this achievement. This prestigious award demonstrates our continued commitment, enthusiasm, hard work and professionalism to provide high quality, high value customer focused services. Importantly, this award also assures our customers that we provide services and facilities that are nationally accredited to a very high level and we are proud to be associated with the Institute of Hospitality.”

Hospitality assured is all about quality and striving to be the most excellent and this latest success demonstrates that at Lilleshall the Leisure Connection team are always working to exceed customer expectations and striving to be the best!