WHAT’S BEAN GOING ON October 2011 YOUR GUIDE TO THE GOINGS-ON WITHIN THE DÔME FAMILY
n of W BGO! e Octo ber 2011 editioWelcome to th exciting ar a bout someIn this issue we he y events, an d cast charitguest experiences, s. We contin ue our ur café team -building in o the Café Su pport ople in introd uctions of pe newly -opened café s. Centre, an d we visit two naging Nigel O akey, our Ma We a lso hear from me. Director at Dô or tos, gre at feedback If you hav e stories, pho in this magazin e, hould be anything t hat you think s me! please email -Mallery ffees .com mko ons@domeco
Nigel’s NoteIt’s hard to believe that once again we now have the summer season 2011 on fast-approach. For me it is a favourite time of the year for the Dôme café business. It’sa time when our al fresco areas are thronging and there’s life in the cafés all dayfrom dawn until well after dusk.For me personally this year will also be the 10th year that I’ve seen the businessenter the summer season. Time has flown by. Summer 2011 is howeververy different to summer 2001. Whilst the front-end of the café still has thatunmistakable warm European-feel fitout, there’s not much in the back end thathas not undergone almost complete change from those early days. From menuingthrough to equipment and operational systems we really are a very differentbusiness which has made a significant positive impact to the growth of the brandand our per-store-average revenues.There are however some fundamentals in hospitality that will never ever change.All the systems, branding and marketing in the world by any company can neverreplace the feeling that a guest has when they are being served “in the moment”in a Dôme café by an individual team member. How a guest feels in that momentof contact with a Dôme frontline team member is the single biggest driver ofwhether they will return themselves or recommend your café to someone else.Furthermore how a team member themselves feels about the place they workis directly correlated to how they feel about their manager. The inference is thatthose cafés which are full of great team members who feel great about the placethey work are those cafés who give the best service-moments to guests....andwhich in return tend to have the most loyal returning and referring guests. Whenguests love you to bits I like to call them “Raving Fans” which as you’ll read inthis episode is exactly how a couple of guests feel about Dôme Victoria Park – somuch so that a proposal for marriage was made and accepted in the cafe diningroom!Being at the core of success in hospitality, this theme of team and guest engagementis one that I look forward to seeing us increasingly bring to the fore as we buildthe Dôme business for its next stage of success. Have a great Spring / Summerand I look forward to seeing you soon!Nigel Oakey
Established 1990 Monday, October 17, 2011 $1.30 The Dôme Times EllenbrookLOVE is in the air family funat Dôme Victoria Park Lee-Anne from Ellenbrook shares with us aboutAshleigh and the team at Victoria Park have a their engagement with the local community. “Ourcouple of lovebirds in their café. Frequent guests customers love the atmosphere - family-friendly,Scott and Meg met at the site four years ago, in with free face painting. We organise this event toits pre-Dôme existence as a café called Farell’s. take place the third Sunday of each month andThis past May, Scott surprised both Meg and the have also included live music. We have beenDôme team by proposing to Meg in the café dining lucky to have attracted Courtney Murphy with hisroom! Meg thankfully said yes, and shortly after, baby grand piano! His brother Chris and familythe engaged couple sent this thank-you note and are regulars at the café. When summer hits wephoto to the café: will be looking for local talent and we have been in talks with the local high school which has a newly formed band. When their list is large enough to perform hopefully we will get them in.” “Thanks so much Ashleigh! A pair of local princesses model their painted faces Thank you so much for all of your help. Your staff were just fantastic and really made me feel like a million bucks. I owe you all a great debt of gratitude and your faces and your cafe will forever be etched in my memory as part of ‘our story.’ Thanks again! I look forward to popping in to see all you guys again to have a cuppa and re- live the night. All the best, Scott and Megs” Cafe manager Nikki celebrates in theme
Established 1990 Monday, October 17, 2011 $1.30 Dôme supports local charities by Hayley Read, Dôme Scarborough This past May saw three of our cafés supporting their local communities as Dôme Bunbury, Geraldton and Mandurah each hosted a breakfast and awards ceremony for the volunteers of the Foodbank WA program, commemorating National Volunteer Week. Foodbank WA is a not-for-profit, charitable organisation that serves as a link between the food industry and over 600 community welfare agencies. The program takes food that would otherwise be wasted and gives it to those in need. Through the School Breakfast Program, more than 37,000 healthy breakfasts a week are also given to children who would otherwise eat little to no breakfast. The organisation is run entirely by volunteers. To recognize and thank these volunteers, the three Dôme stores provided free breakfast and a venue for the awards ceremony. The feedback from the events has been extremely positive with the volunteers reportedly “overwhelmed” by the generosity. Last year the organisation gave 2.3 million kg of food to welfare agencies and in their 17 years they have salvaged 25 million kg of food. Those of us who have written a few items on theNewspaper articles from the Bunbury Mail wastage sheet in our cafés will understand howand Geraldton Guardian important this program is and Dôme is proud to be associated with the cause.Dôme members continue to represent in local sportingevents, with turnouts at three athletic competitionsthis past year. We were graced with photos of our Marathon Madnessfour teams of Nissan BRW Corporate Triathlonparticipants in the last issue. Since then, Dômies Would you like to be part of a Dôme team inhave run in the HBF Run for a Reason in May and one of next year’s events? Let’s see how manythe City to Surf Marathon in August. people we can get from our network! The dates for next year’s races are as follows:HBF’s Run for a Reason consists of a 14k or a 4.5krun or walk and encourages participants to choose a Nissan BRW Corporate Triathlon: Sunday 11cause to run for. March 2012. Consists of a 400m swim, 10k bike, and 4k run.The City to Surf Marathon has a myriad of distancesto choose from. This past August, our own Paul HBF Run for a Reason: Sunday 27 May 2012.Graham received a generous gift as a Secret Santa Choice of 14k or 4.5 k run or walk.present - an entrance in the competition! Other Dômerepresentatives included Eddy Gaskill, Catherine City to Surf Marathon: Sunday 26 August 2012.Blizard, and Emma McEvoy (the Secret Santa giver). Variety of options.
Established 1990 Monday, October 17, 2011 $1.30Challenges abound at Dôme Dôme Master Chef: One of Lexie’s many staff competitions at Dôme FremantleFremantle and HillarysAn incentive program surrounding productknowledge keeps the staff at Dôme Fremantlevying for the top prize. “At the moment I amrunning a ‘goal of the week’ program, whichis setting two goals for the cast to achieve,”café manager Lexie says. “This week’s goalsare to always have something in your handand to remove all old labels from cambros.We award cast members for outstandingperformance or improvement in those areasby letting them choose a lucky dip prize (movie tickets, dome survivor “Welcome to the Dining Roomvouchers, scratchies) and awarding on the spot prizes (free Attendant Week challenge.drink or cake) for participation.” Another of Lexie’s creative Your challenge is to collectcompetitions is a series of Dôme Survivor challenges, one in all the flags (table numbers)of which is explained below. Lexie says sometimes the and do return checks to gain asstaff initially think the competitions are a little corny, but many second orders in for yourthey get really into them and it’s great to see different staff tribe (managers vs staff). You will work as a tribe to outwitmembers step up to the challenge. and outplay the other tribe. The tribe with the most secondAt Dôme Hillarys, a recent staff meeting included team- orders will gain the jackpotbuilding games as a way of practising good communication. cards. All second orders mustCafé manager Chelsea presented the team with a rope be put through the till with a printed receipt with yourwith one knot in it for each member of the team. Each name and put in the box by theperson had to grip the rope with one hand, then they had till. Good luck. The tribe hasto work together to untie the knots without removing their spoken.”hands from the rope. Reality TV show “Survivor” takes a Dôme spin Team-building Tangles: Chelsea dares the team members at Dôme Hillarys to un-knot themselves using cooperation, communication, and of course, humour...
Amy Driscoll NEDLANDS Cert III in Retail Lexie Hopkinson FREMANTLE Cert IV in Retail TRAINEESHIPS Congratulations to AMY & LEXIEfor achieving their nationally recognised Certificates III and IV in Retail! If you are interested in undertaking a FREE course, ask your manager!
2. 1. 3. Cairo Malet Eric Songcuan Lucinda Williams Ashleigh Ridgeway SCARBOROUGH SCARBOROUGH EASTEND VICTORIA PARK Congratulations to our newest MASTER BARISTAS! Mitchell Hattie Erin Taffee CANNING VALE MIDLAND 4. Erin MaynardNORTHBRIDGE (previously MIDLAND)
More MASTER 2. BARISTAS! 1. Cairo Malet Gabrielle Leavesley SCARBOROUGH SUBIACO Iranthi Fernando SUBIACO 4. Francesca Villa & Amy Dent SCARBOROUGHDamien Smith CAFE SUPPORT CENTRE(previously SCARBOROUGH)
MunMun Jahan WESTENDKarla O’Brien VICTORIA PARK ...And a few more! Sarah Porter Scott Landers SUBIACO COTTESLOE
It seems a few of our cafés have had the same idea when it comes to cast celebrations... Dôme Fremantle charactersLexie and a bunch of David and his charac ters at Dôme BaldivisRockin’ it at Dôme Rockingham
Chloe, Erin, andsome of the team NORTHBRIDGE new café
cingurCAFÉ SU P P ORT C E N T R E rodu o nt Y 1 What is your idea of perfect happiness?I 2 3 What is your greatest fear? Which historical figure do you most identify with? 4 Which living person do you most admire? 5 What is the trait you most deplore in others? 6 What is your greatest extravagance? 7 On what occasion do you lie? 8 If you could change one thing about yourself, what would it be? 9 What do you consider your greatest achievement? 10 If you died and came back as a person or thing, what do you think it would be? 11 What is your most treasured possession? 12 What is your motto? Megan George Paul Graham WHAT DO I DO? Look after our café’s accounts WHAT DO I DO? Lead my team in the development of WHAT DO I DRINK? Flat white systems and tools that enable our support and café teams to better ser ve our guests. WHAT DO I DRINK? Long macc top-down 1 Sitting on a beach watching my husband and 1 Seeing my kids enjoying life in whatever they little boy fish together, watching the sun go down are doing 2 Losing my family 2 Rejection 4 My mum. She is the bestest mum in the world! 3 The person who invented the wheel - so simple 5 Selfishness yet so many applications and enduring 6 Pedicures!!! 4 My wife 7 When I don’t want my child to have a bikkie just 5 Lack of humility before dinner... “No bubbs - they are all gone” 6 Golf 8 My nose! 7 About trying to squeeze in the next game of golf 9 My son 8 My nose10 A cat. I like to do my own thing. I like cuddles when 9 Meeting my wife and raising my two fantastic kids I feel like it. I also like to sleep a lot. 10 A professional golfer11 My grandmother’s wedding ring 11 My life12 Life is not worth living without family 12 TEAM - Together Everyone Achieves More
Joanna Wilcox Sarah King W H AT D O I D O ? Support new franchisees prior to cafe opening, then maintain an ongoing relationship until the WHAT DO I DO? Look after our Midland Training Centre business is properly established. WHAT DO I DRINK? Cappuccino W H AT D O I D R I N K ? Medium Macc (small version of a long macc!) 1 Reading a good book in a hammock in the 1 A beautiful day with no work to be done and sunshine family and friends to share it with 2 Being locked in a room 2 Not being liked 3 Maybe not identify with, but how amazing to 4 My mum, dad, and all my grandparents be Thomas Edison 5 Arrogance and disloyalty 4 Nelson Mandela - amazing story of strength 6 Big Italian dinners and still smiling! 7 To stop a child learning the truth about Santa 5 Not having a sense of humour 8 My impatience and indecisiveness 6 Buying myself a new car (as a present after a 10 An eagle very trying year) 11 That’s a secret 7 I might lie if someone asked me for the truth, 12 To be sure of winning, invent your own game but they didn’t really want to hear it and never tell any other player the rules 8 I would like to be able to split myself in two - one body in Perth and one body in the UK 9 Getting through my “annus horribilus” (the only thing I have in common with the Queen)10 I would love to come back to this earth as a well-loved cat11 If I said my mother’s ashes - would that be too much???12 I cannot fix anything at 3 am!!
R AV I N G FANS A personalised thank-you card and poem written by a regular guest at Dôme Baldivis. (Midland, Mundaring,“As a regula r patron to Dôme premises emplary service and effortRottnest) I would like to recognise the ex the Mundaring Dôme. As aby sta ff member Nadia recently at the rer, I asked for assistance atrec ently diagnosed Coeliac suffe arding a light supper/main counter, if any staff could advise me regdinner dish. Nadia very kindly talked The front coun ter staff called Nadia to assist. got a separate document to me thr ough the menu privately, and owledge, patience and help me de code the ingredients. Her kn eful and we had a great chat humo ur were superb!! I was so grat her knowledge. later, and I really appreciated aring Sue, raving about Dôme Mund
coffee at your store for“I have been purchasing my early morning ff For the last few months a staappr oximately the last 12 months. rnings and in chargemember name d Mun has been on duty most mo e. that she makes the best coffeof ma king the coffee. I have to say o has a very bright andIt is always ho t and the right strength. She als her staff. It is always a pleasurebubb ly disposition, as with all the ot by happy and friendly to come int o your store and be greeted t coffee. We always hear abou staff, but mostly to get a really good ty, so I thought I would the negative issues regarding retail/hospitali your store, especially Mun.” comm ent on a very positive aspect of nd Peta, raving about Dôme Weste “The friendliness of RA VI NG the staff and managers is w hat made me start calling in e very day for coffee.” FANS Stephanie, raving ab out Dôme Maylands “My boyfriend and I come here every and usually 1 weekn weekend for breakf ight here and there ast, their cleanliness (as I’m for dinner. I really tru a clean freak) and th st Domes in Vic Park & e staff at both of the East Vic Park are unb never left without re elievably nice! We h ceiving a goodbye ave never entered witho from one of them, a ut a “hey guys!” and ndsuch a difference! I re a massive smile. Make ally recommend this sand menu, awesom place. Awesome foo e staff, and really fa dbusy days.” st service - even on theRaving about Dôme Vic Park and Dôme East Vic Parkon UrbanSpoon.com
faultless “Dôme for me has been R AV I N G mention since the 1990s. Special rborough must go to Alain at your Sca een friendly store. H e has always b me of regardless of ti FANS and helpful mple of day. He is a fantastic exa credit to good staff attitude and is a your company!” Dôme Andrew, raving about ScarboroughRegular guests at Dôme Vic Park treat the staff to a basket of Easter chocolate in appreciation of the “amazing service” from Ashleigh and her team