Gaining The Competitive Edge In Guest Service!National Restaurant
Association Restaurant
Hotel-Motel Show
May 20, 2008 – Chicago, Illinois
Source: http://www.restaurant.org/pdfs/research/2008forecast_factbook.pdf
5.8133
70558
CHART develops hospitality training professionals to advance industry training practices and improve operational results by providing access to education, tools and resources
How To Get The Most Out Of The Session?
Red CardGreen Card
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!
Eliminate the N.O.I.S.E
•Never compromise
•Ownership
•Incent the right behaviors
•Stay focused on the goal
•Evaluate efforts regularly
Who Does It The Best?
Audience Participation
Service
Hospitality
What Is It That They All Have In Common?
• Emphasize employee loyalty– Benefits and perks– Training
• Have excellent Guest Complaint or Service Recovery programs
• Focus on Continuous Improvement
• Connect to the Service Profit Chain– Take care of your people and they will take care
of your Guest who will take care of the Company
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.
What Does The Guest Think?
Source: http://www.theultimatequestion.com/theultimatequestion/home.aspSource: 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)
Who Does It The Best?
Where Does It Start?
Which Comes First?
Who Does It The Best?
Who is eliminating the N.O.I.S.E.?
Eliminate the N.O.I.S.E
•Never compromise
•Ownership
•Incent the right behaviors
•Stay focused on the goal
•Evaluate efforts regularly
Top Related