DD Hospitality Final Pres

1. Hospitality There is value in doing things the right way.

2. 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?

3. 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.

4. Why is Hospitality Important to Dunkin’ Donuts? Competitive Advantage Service and Hospitality Personalization: We make YOUR coffee, not a coffee that YOU make on your own What does good Hospitality lead to? Customers return Customer loyalty Makes both customers and employees happy

5. Breakout 1: Service & Hospitality Can you explain the difference between Service and Hospitality?

6. Service & Hospitality Hospitality Service Fulfilling order correctly What they order Timely Prepared correctly Providing receipt Fulfilling the transaction correctly Intangible Feeling of Warmth Sincere smiles Handling guests needs with heartfelt concern Vocal Tone The goal “Service is delivering on your promise. Hospitality is making people feel good while you’re delivering on that promise.” –Danny Meyer

7. Points of Interaction In the drive-thru, there are 4 points of interaction: 1. Greeting at the menu board 2. Greeting at the window 3. Delivery of products 4. Closing “thank you” In the dining room, there are 4 points of interaction: 1. Greeting at counter 2. Delivery of products 3. Closing “thank you” 4. Interaction in the dining area Points of Interaction = Opportunities to make a positive impact

8. Breakout 2: Brainstorm and Share In 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.

9. The Counter Biggest Pet Peeve: When there are customers waiting at the counter while employees are too distracted with the drive-thru “More than two, I’m calling you”

10. Shared Ownership Develops 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. Hospitality Building community Shared ownership

11. Shared Ownership with Employees Starting with the leadership team at each store. When employees feel that what they’re 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

12. Employee Appreciation Anniversary appreciation Employee who has worked for us for a year? Recognize it. Two years? Show your gratitude. Maybe get gold bean pins to put on your hat Maybe put how many years employees have worked on name tags Receive a Thank You card from your boss Managers should keep track of employees length of employment Nice people like the idea of working for other nice people.

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

14. Customer Appreciation *Permission is granted * Customer Appreciation Day Enter to win free coffee, free dozen munchkins, free dozen donuts, etc. Recognize your regulars: Get to know them Know their “usual” order R efill their cup if they sit in the dining room daily Sample LTOs daily New flavor swirl? New donut? Offer free sample! Put this in your shift plan

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

16. Creative Hospitality at Disney Disney’s Magical Moments Each day Disney’s employees provide outstanding hospitality to their guests. Year of a Million Dreams promotion Prizes ranged from fast passes to a stay in Cinderella’s Castle to a family having Magic Kingdom to themselves. Fulfilled many dreams big or small including many “money-can’t-buy” experiences. What can we do?

17. Creative Hospitality at Shake Shack S trive to bring together  caring, 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 who’s looking to grow?   Are you serious about evolving your career? Most importantly, do you embody  warm hospitality  and  a genuine concern for others ?   Well , we’d 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.

18. Creative Hospitality at Chick- fil - A Chick-fil-A Bully Hospitable employee stays true to Chick- fil -A despite the attack from guest Chick-fil-A Manager Experience Manager interaction with guests in dining room Starting conversation “Would you like a refill on your coffee?” is acceptable Treat Guests, not Customers, like it’s your own home. Our experience: Addressed us by name Brought our food to our table

19. 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’?

20. 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 Joe’s? G ive a free dozen donuts or something on the house. Listen to customer and up-sell according to their order . *Permission is granted*

21. Hospitality Assessment Visited and assessed in total about 30 Dunkin Donuts’ and competitors including Starbucks’, Honey Dew’s, and others. Asks a variety of yes/no questions Questions included topics on: Initial greeting Atmosphere and Environment Experience Employees and Manager

22. 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 .

23. Concept of 51%: Hiring Running a business is 49% technical job performance and 51% emotional job performance. Easier to train technical: teaching someone how to make a coffee Training for emotional skills is next to impossible Hire employees who naturally have emotional skills

24. 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 .

25. 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.

26. How can we improve? Hiring happy, smiling faces Demand 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 they’ve been satisfyingly hugged