gaining the competitive edge in guest service

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?

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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!

http://reviews.cnet.com/Bose_QuietComfort_3/4505-7877_7-31929466.html?tag=img

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?

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http://www.businessweek.com/

http://www.fourseasons.com/

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http://www.lexus.com/lexus-main/

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http://images.google.com/imgres?imgurl=http://rickmahn.com/wp-content/uploads/2006/10/WindowsLiveWriter/TMobile3GDeploymentsUnderway_ACC0/T-Mobile-logo%255B6%255D1.png&imgrefurl=http://rickmahn.com/2006/10/06/t-mobile-already-rolling-out-umts/&h=119&w=640&sz=67&tbnid=nANyvfxkXnZPrM:&tbnh=25&tbnw=137&prev=/images%3Fq%3Dt%2Bmobile%2Blogo%26um%3D1&start=3&sa=X&oi=images&ct=image&cd=3

http://images.google.com/imgres?imgurl=http://www.bankschevrolet.com/images/logos/buick_logo_color.gif&imgrefurl=http://www.bankschevrolet.com/showroom/&h=144&w=150&sz=11&tbnid=eaawK-AErNSGXM:&tbnh=92&tbnw=96&prev=/images%3Fq%3Dbuick%2Blogo%26um%3D1&start=2&sa=X&oi=images&ct=image&cd=2

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.

http://www.amazon.com/gp/product/images/1595620168/ref=dp_image_0?ie=UTF8&n=283155&s=books

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)

http://www.theultimatequestion.com/theultimatequestion/home.asp

Where Does It Start?

Which Comes First?

http://images.google.com/imgres?imgurl=http://rickmahn.com/wp-content/uploads/2006/10/WindowsLiveWriter/TMobile3GDeploymentsUnderway_ACC0/T-Mobile-logo%255B6%255D1.png&imgrefurl=http://rickmahn.com/2006/10/06/t-mobile-already-rolling-out-umts/&h=119&w=640&sz=67&tbnid=nANyvfxkXnZPrM:&tbnh=25&tbnw=137&prev=/images%3Fq%3Dt%2Bmobile%2Blogo%26um%3D1&start=3&sa=X&oi=images&ct=image&cd=3

http://images.google.com/imgres?imgurl=http://www.bankschevrolet.com/images/logos/buick_logo_color.gif&imgrefurl=http://www.bankschevrolet.com/showroom/&h=144&w=150&sz=11&tbnid=eaawK-AErNSGXM:&tbnh=92&tbnw=96&prev=/images%3Fq%3Dbuick%2Blogo%26um%3D1&start=2&sa=X&oi=images&ct=image&cd=2

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

gaining the competitive edge in guest service

guest service

o wnership

goal e

right behaviors s tay

guest think

perks training

service recovery programs

excellent guest complaint

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