WORLD CLASS SERVICE EXCELLENCE

More than a function, it’s a MISSION

CHALLENGES

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.”

LEADERSHIP

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

Create Champions

P E O P L E

Select the right people

Fast food

Fast casual

Casual

Hone service skills

Build the culture – one day at a time

Gather employee suggestions

SYSTEM

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

Thank you!