Gaining The Competitive Edge In Guest Service

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Gaining The Competitive Edge In Guest Service

  1. 1. Gaining The Competitive Edge In Guest Service! National Restaurant Association Restaurant Hotel-Motel Show May 20, 2008 – Chicago, Illinois
  2. 2. Source: http://www.restaurant.org/pdfs/research/2008forecast_factbook.pdf 5.8 133 70 558
  3. 4. CHART develops hospitality training professionals to advance industry training practices and improve operational results by providing access to education, tools and resources
  4. 5. How To Get The Most Out Of The Session? Red Card Green Card
  5. 7. Commodity prices are up! Hiring and retention are still a challenge! Gas prices at all time high! Transactions are down! Housing market slow down! Shrinking workforce! Immigration laws! Inflation! Recession! Credit Crunch!
  6. 9. Eliminate the N.O.I.S.E <ul><li>N ever compromise </li></ul><ul><li>O wnership </li></ul><ul><li>I ncent the right behaviors </li></ul><ul><li>S tay focused on the goal </li></ul><ul><li>E valuate efforts regularly </li></ul>
  7. 10. Who Does It The Best?
  8. 11. Audience Participation
  9. 12. Service
  10. 13. Hospitality
  11. 14. What Is It That They All Have In Common? <ul><li>Emphasize employee loyalty </li></ul><ul><ul><li>Benefits and perks </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><li>Have excellent Guest Complaint or Service Recovery programs </li></ul><ul><li>Focus on Continuous Improvement </li></ul><ul><li>Connect to the Service Profit Chain </li></ul><ul><ul><li>Take care of your people and they will take care of your Guest who will take care of the Company </li></ul></ul>
  12. 15. What role does the employee play? Source: http://www.gallup.com/consulting/17575/humansigma.aspx Based on research spanning 10 million employees and 10 million customers around the globe, the HumanSigma® approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.
  13. 16. What Does The Guest Think? Source: http://www.theultimatequestion.com/theultimatequestion/home.asp Source: http://www.netpromoter.com/calculate/nps.php How likely is it that you would recommend this company to a friend or colleague? % of Promoters - % of Detractors = Net Promoter Score (NPS)
  14. 17. Who Does It The Best?
  15. 18. Where Does It Start?
  16. 19. Which Comes First?
  17. 20. Who Does It The Best?
  18. 21. Who is eliminating the N.O.I.S.E.?
  19. 22. Eliminate the N.O.I.S.E <ul><li>N ever compromise </li></ul><ul><li>O wnership </li></ul><ul><li>I ncent the right behaviors </li></ul><ul><li>S tay focused on the goal </li></ul><ul><li>E valuate efforts regularly </li></ul>
  20. 23. Thank you!

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