The Host service triangle


The illustration here represents the relationship model by which we manage our business. The service triangle is our ‘DNA’ and cuts across everyone within Host, be they operational and/or support department personnel.

We define our customers as our clients, counter customers, potential counter customers, suppliers and colleagues.

The Service Triangle

In this model, the ‘delivery team’ and the ‘customer’ is always the most important relationship as we have thousands of ‘customer moments’ throughout all areas of our business across the country on a daily basis.

Be they on-site catering teams and their dining customers, catering manager and regional support team, and/or contract support manager and senior client, these are all customer moments and these sit within the primary ‘delivery team/customers’ channel.

The secondary relationships then come from the ‘support to customer’ and ‘support to delivery’ for each customer moment, and it is these ‘support moments’ that make all the difference to the primary delivery team. We believe this is where modern, flat management structured businesses win out against the more traditional and hierarchical ones.