The document discusses achieving world class service excellence in three key areas: leadership, people, and system. Leadership involves understanding the guest journey and detecting customer needs. People focuses on selecting and training employees to deliver excellent service. The system aspect is about establishing efficient operations and service standards, gathering customer feedback, and continuously improving. The overall message is that providing a great customer experience requires focus on leadership, having the right people, and optimizing service systems.

1. WORLD CLASS
SERVICE EXCELLENCE
More than a function, it’s a MISSION

2. CHALLENGES

3. Good Morning
Guten Morgen
Buenos dias
Bonjour
Selamat pagi
Buongiorno

4. “World class service is
not just about the
interaction but the
overall experience of
the brand.”

5. LEADERSHIP

6. Guest approaches
the restaurant
Guest approaches
the cashier
Guest sits down
Guest receives
his/her order
Guest chats Guest eats
Guest goes to the
CR
Guest exits the
restaurant
Guest
Journey

7. Detect
customer
needs

8. Connect with your
customer

9. Create
Champions

10. P
E
O
P
L
E

11. Select the right people
Fast food
Fast casual
Casual

12. Hone
service
skills

13. Build the
culture – one
day at a time

14. Gather employee
suggestions

15. SYSTEM

16. Set efficient
production system

17. Set service
standards

18. Continuous
development

19. Gather
customer
feedback

20. Influence of Social Media

21. Many
to one
One to
many

22. Leadership People System
1. Guest
Journey
2. Detect
customer
needs
3. Connect with
your
customer
4. Create
Champions
1. Select the
right people
2. Hone service
skills
3. Build the
culture –
one day at a
time
4. Gather
employee
suggestions
1. Set efficient
production
system
2. Set service
standards
3. Continuous
development
4. Gather
customer
feedback

24. Thank you!