Clermont Hotel Group

TAG Catering Equipment UK Ltd

When TAG Catering Equipment UK was appointed by Clermont Hotel Group, it inherited a service and maintenance contract that was struggling to meet the demands of one of London’s largest independently owned hotel operators. Supporting 17 hotels and more than 1,500 catering assets, the challenge extended far beyond equipment maintenance. The objective was to restore confidence, improve operational reliability and create a service model capable of supporting a diverse hospitality estate where downtime directly impacts guest experience and revenue.

Rather than simply maintaining the existing contract, TAG rebuilt the service framework from the ground up. Dedicated account managers, structured stakeholder reviews and a transparent customer portal transformed communication and accountability across the estate, giving site teams and senior management unprecedented visibility of service performance. Supported by bespoke KPI reporting, the new approach delivered measurable improvements in diagnostic accuracy, first-time fix rates and emergency response times, with all key performance indicators exceeding the client’s agreed targets.

The greatest impact came through TAG’s shift from reactive maintenance to strategic asset management. Detailed equipment condition surveys, lifecycle planning and site-specific replacement strategies enabled Clermont Hotel Group to make informed investment decisions, reduce unexpected failures and gain greater control over future expenditure. In just two years, the partnership has evolved into a trusted, data-driven support model that has improved operational confidence across the entire estate, demonstrating how exceptional customer service can become a catalyst for long-term business transformation.