This month The Scotsman Group have launched ‘Scotsman Heart’ – a philosophy that puts guest satisfaction at the core of everything we do.

Scotsman Heart is about delivering consistently exceptional service, not just through what we offer, but how we make people feel. At the Heart of this approach are five key principles: Hospitality, Excellence, Attentiveness, Rapport, and Teamwork. 

These values guide every interaction, ensuring that service excellence isn’t just encouraged but that it’s an expectation. What makes Scotsman Heart truly powerful is its ability to create meaningful connections and memorable experiences. It encourages our teams to bring their full selves to every guest interaction, making service personal rather than transactional. 

But we know that things don’t always go perfectly. That’s where Mending the Broken Heart comes in. This service recovery model ensures that when challenges arise, they are met with empathy, care, and a focus on rebuilding trust. It’s not just about fixing an issue, it’s about turning a setback into a positive, lasting impression. Together, these two models ensure that every guest leaves feeling valued, no matter the circumstances.

The goals of Scotsman Heart are clear;

• Deliver consistently outstanding service that goes beyond expectations,
• Enhance guest satisfaction and loyalty by focusing on meaningful interactions,
• Empower employees with the tools, training, and resources to excel,
• Improve service recovery through the Mending the Broken Heart model, ensuring that when things go wrong, they are put right in a way that builds trust,
• Align service excellence with financial rewards, reinforcing the connection between great service and guest satisfaction.

“In hospitality, every moment is an opportunity to connect, impress, and inspire. By embedding the Heart principles into everything we do, we ensure that every guest leaves with a lasting impression. At the same time, we recognise that things don’t always go perfectly. That’s why the Mending the Broken Heart model is so important—it allows us to recover guest experiences with empathy and care, turning challenges into opportunities. My vision is venues where service excellence is second nature, where teams feel empowered, and where guests consistently choose us. This is our commitment to being the best at what we do, every single day.”

Jordan Aizlewood, Head of Organisational Development and Talent