Hospitality

HospitalityThere is value in doing things the right way.

Introduction: -Dad talk, why youre here-Ice breakers: name and store affiliation-Feel free to stop us at any point if you have a question1

What is Hospitality?The relationship formed between the guest and the host through the warm delivery of the product.This leaves both the guest and host feeling positive about their interaction.

What do you see here?

Ask employees what they see in this picture?Simple level: An Dunkin employee delivering a product to a guestDeeper level: Dunkin employee is smiling as she gives the customer a donut.

Then ask employees: Why is smiling important?

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Why is Hospitality Important?A positive interaction with guests:makes them want to come back.makes them want to tell friends about their experience.makes both a customer and an employee feel better about their day.

In other words, what we want is each the customer and the employee to feel like they could like an interaction. What this means is that both the customer and the employee enjoyed their time together and left feeling better than before.3

Why is Hospitality Important to Dunkin Donuts?Competitive Advantage Service and HospitalityPersonalization:We make YOUR coffee, not a coffee that YOU make on your ownWhat does good Hospitality lead to?Customers returnCustomer loyaltyMakes both customers and employees happy

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Breakout 1: Service & HospitalityCan you explain the difference between Service and Hospitality?

Service & HospitalityHospitalityService

Fulfilling order correctlyWhat they orderTimelyPrepared correctlyProviding receiptFulfilling the transaction correctlyIntangible Feeling of WarmthSincere smilesHandling guests needs with heartfelt concernVocal ToneThe goalService is delivering on your promise. Hospitality is making people feel good while youre delivering on that promise. Danny Meyer

Points of InteractionIn the drive-thru, there are 4 points of interaction:1. Greeting at the menu board2. Greeting at the window3. Delivery of products4. Closing thank you

In the dining room, there are 4 points of interaction:1. Greeting at counter2. Delivery of products3. Closing thank you4. Interaction in the dining areaPoints of Interaction = Opportunities to make a positive impact

Breakout 2:Brainstorm and ShareIn groups: Try to come up with hospitable things to say for each interaction! Examples:Yes: Good morning, thank you for making our Dunkin your Dunkin, what can I get started for you today? No: Hi, What can I get for you?Yes: (At drive-thru speaker)See you at the window! or Sandy will meet you at the window!Genuine, warm smiles, natural, not robotic.

The CounterBiggest Pet Peeve:When there are customers waiting at the counter while employees are too distracted with the drive-thruMore than two, Im calling you

-more than two..- more than two guests in line at counter, there should be AT LEAST two employees working the counterJust because you are working drive-thru this does not mean you cant help out on counter

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Shared OwnershipDevelops when guests and employees feel as if they are part of something bigger than themselves.To instill that feeling of shared ownership, hospitality must be given.Hospitality leads to fostering a community, which in turn, creates shared ownership.

HospitalityBuilding communityShared ownership

Describe shared ownership.Guest talk about the store as if its theirsThey cant wait to share it with friendsWhat they are really sharing is the experience of feeling important and loved10

Shared Ownership with EmployeesStarting with the leadership team at each store.When employees feel that what theyre doing is more than just a job, they begin to take ownership in their store.Anyone can leave a positive impression on another person.Check-in with new employees

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Employee Appreciation Anniversary appreciationEmployee who has worked for us for a year? Recognize it. Two years? Show your gratitude.Maybe get gold bean pins to put on your hatMaybe put how many years employees have worked on name tagsReceive a Thank You card from your bossManagers should keep track of employees length of employmentNice people like the idea of working for other nice people.

Breakout and see what employees would like for appreciation. 12

Shared Ownership with CustomersCustomers should feel welcomed at our stores.We need to make guests really feel like our Dunkin is their Dunkin

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Customer Appreciation*Permission is granted*Customer Appreciation DayEnter to win free coffee, free dozen munchkins, free dozen donuts, etc. Recognize your regulars: Get to know them Know their usual order Refill their cup if they sit in the dining room dailySample LTOs dailyNew flavor swirl? New donut? Offer free sample! Put this in your shift plan

Explain permission granted

**Breakout**14

Breakout 3:Employee and Customer Appreciation Come up with creative ways to show appreciation to our employees and customers!

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Creative Hospitality at Disney Disneys Magical MomentsEach day Disneys employees provide outstanding hospitality to their guests. Year of a Million Dreams promotionPrizes ranged from fast passes to a stay in Cinderellas Castle to a family having Magic Kingdom to themselves.Fulfilled many dreams big or small including many money-cant-buy experiences. What can we do?

(give examples of people who had a magic moment)

This is the kind of hospitality were looking for. Something creative that leaves a good impression on someone.16

Creative Hospitality at Shake Shack

Strive to bring togethercaring, warm, fun, intelligent people who love to serve.When hiring they ask: Are you are a leader who wants to train future leaders? An avid learner with a curious intelligence whos looking to grow? Are you serious about evolving your career? Most importantly, do you embodywarm hospitalityanda genuine concern for others? Well, wed love to have you on our team.Our experience:While eating, an employee came up to us asking if everything was to our liking. When we had finished, the same employee asked if we enjoyed our meal and helped throw away our trash.

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Creative Hospitality at Chick-fil-AChick-fil-A BullyHospitable employee stays true to Chick-fil-A despite the attack from guestChick-fil-A Manager ExperienceManager interaction with guests in dining roomStarting conversationWould you like a refill on your coffee? is acceptableTreat Guests, not Customers, like its your own home. Our experience:Addressed us by name Brought our food to our table

Introduce videosInclude our experience with chick fil a and how we both said our names when the employee asked for a name. When we got our drinks and receipt, she said enjoy your meal, Chris and Taylor.18

Breakout 4: Creative Hospitality at Dunkin Donuts?What have you seen at Dunkin?What would you like to see?What have you seen outside of Dunkin?

Different Ways of Bringing Creativity to Dunkin Donuts:Long line and recognize a regular? Bring them their usual order and say its on you today. How often do managers interact with customers on the floor?Large order like 2 box of Joes? Give a free dozen donuts or something on the house.Listen to customer and up-sell according to their order.*Permission is granted*

This is how you be creativeThe little things go a long way customer appreciation dayEmployee of the month with pictures

Explain permission granted20

Hospitality Assessment Visited and assessed in total about 30 Dunkin Donuts and competitors including Starbucks, Honey Dews, and others. Asks a variety of yes/no questions Questions included topics on:Initial greetingAtmosphere and EnvironmentExperienceEmployees and Manager

Specific questions included. Or points of interest that have been completed in order.

**Refer to assessment handout**21

Results One of the best out of our coffee competitors. The order taker sounded like she was smiling and cared She greeted the customer The guy at the window greeted with Good morning.

This Dunkin in Seekonk (not ours) was one of the worst Automated greeting that is interrupted by a monotone, Hi what can I get for you. No greet at the window just Hi followed by the cost of the order.

Concept of 51%: HiringRunning a business is 49% technical job performance and 51% emotional job performance. Easier to train technical: teaching someone how to make a coffeeTraining for emotional skills is next to impossible

Hire employees who naturally have emotional skills

What are emotional skills? What do they include? 23

Hiring: What to look for:Optimistic Warmth- genuine kindness, sees the glass at least half full.Intelligence- not just smarts but has the curiosity to learn. Work Ethic- natural tendency to do something as well as it could possibly be done.Empathy- an awareness or care for how others feel.Self-awareness +Integrity- an understanding of what makes you tick and a natural inclination to be accountable for doing the right thing.

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Hiring: What to be careful of:When a skunk sprays a predator, everyone within two miles has to smell it.Working with a human skunk is when an employee is having a bad day and everyone around them is effected by that, including customers.Skunks are toxic to business.

How can we improve?Hiring happy, smiling facesDemand hospitality for every single guest Selling excellent coffee comes second to creating warm hospitality and that sense of community. It takes both great service and great hospitality to be on top.Never let guests leave without feeling as if theyve been satisfyingly hugged

IMPORTANT: How do we create a community? Give tasks to managers to bring their team together, whether through friendly competition or service or something to bring everyone together. How do we bring everyone together?

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Greeting at Menu boardChange: What can I get for you?To: Good morning, thank you for making our Dunkin your Dunkin, what can I get started for you today? Can you think of other options of what could be said?Make it sound like you are smilingBe enthusiasticMaybe close with: See you at the window!

This should be natural, not robotic

Maybe ask what they think would be good to say??

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Greeting at Window Initial Greeting:Smile!Always greet with a Good Morning! or How are you doing today?Something that shows that you care.Repeat order

What are other hospitable things you could say?

Maybe ask what they think would be good to say??

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ClosingComplete experience and deliver product:Smile! Give customer their change, product, and receiptFinish with a genuine thank you!Thank you! Hope to see you soon!Thank you! Have a good day!What are some other ideas?

The thank you should not be made in a monotone voice. It should be genuine and upbeat.

Maybe ask what they think would be good to say??29