WORLD CLASS SERVICE EXCELLENCE
More than a function, it’s a MISSION
Good Morning
Guten Morgen
Buenos dias
Bonjour
Selamat pagi
Buongiorno
“World class service is not just about the interaction but the
overall experience of the brand.”
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
Detect customer needs
Connect with your customer
Select the right people
Fast food
Fast casual
Casual
Hone service skills
Build the culture – one day at a time
Gather employee suggestions
Set efficient production system
Set service standards
Continuous development
Gather customer feedback
Influence of Social Media
Many to one
One to many
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