OUR NEW VISIONWHERE WE ARE HEADING FOR 2016

OUR NEW VISON

THE COMPONENTS• Guest Centered Culture (Going Above and Beyond)

• Ultimate Teamwork (A Collaborative Culture)

• Our Mission

• Incredible Training (Starts with Hiring)

• Consistency in Service (Every Experience Exceptional)

GUEST CENTERED CULTURE

• Make every experience uniquely different than the competitions.

• Be considerate of the guest and their expectations.

• Anticipate a guest need before it arises.

• The little things count as big things.

• The devil is in the details!• The world is a stage, and

every guest is watching!

• GO ABOVE AND BEYOND!

GUEST CENTERED CULTURE: WHAT DOES IT MEAN?

Ken Blanchard

Hartley Blanchard is an American author and management expert. His book The One Minute Manager has sold over 13 million copi

es and has been translated into 37 languages. He has coauthored over 30 other best-selling books, including Raving Fans: A Revolutionary Approach To Customer Service, Leadership and the One Minute MKen BlanchardAmerican AuthorKenneth Hartley Blanchard is an American author and management expert. His book The One Minute Manager has sold over 13 million copies and has been translated into 37 languages. He has coauthored over 30 other best-selling books, including Raving Fans: A Revolutionary Approach To Customer Service, Leadership and the One Minute Manager: Increasing Effectiveness Through Situational Leadership, Gung Ho! Turn On the People in Any Organization, Whale Done! The Power of Positive Relationships and Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations.nager: Increasing Effectiveness Through Situational Leadership, Gung Ho! Turn On the People in Any Organization, Whale Done! The Power of Positive Relationships and Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations.

TEAMWORK!!!

• There is no “I” in team!• Teamwork makes the dream work!• Two heads are better than one.• Alone we can do so little, together we can do so much.

QUOTES THAT REALLY MEAN SOMETHING“Unity is strength…when there is teamwork and collaboration, wonderful things can be achieved.” – Mattie J.T. Stepaponak“Talent wins games, but teamwork and intelligence wins championhips.” – Michael Jordan“"None of us is as smart as all of us.“ – Ken Blanchard

TEAM WORK SOUNDS EASY RIGHT?

WRONG!!!!

THE PROBLEMS IN TEAMWORKThe Research of J. Richard Hackman:A. Most team members have a high difficulty of agreeing

on the sense of purpose of the team. B. Collaboration can be in place and enforced by

management, but there is no real coordination or motivating factors in place, these in and of themselves can reduce the efficiency of the teamwork we seek.

C. Hackman concluded that successful teams usually have disciplined and committed managers who determinedly set goals and the structures and processes of the team and that the more involved the team is in making some of those decisions, the more committed they are to that success.

THE PROBLEMS IN TEAMWORK CONTINUED:Another theory comes from Mike Beer, Chairman and Founder of Trupoint, a research based management consultancy and Professor Emeritus at Harvard. He created what he calls the SIX SILENT BARRIER THEORY. These silent barriers stand against progress and create a stall in moving forward to a rebirth in any organization. These barriers are:• Unclear strategy and values• Ineffective senior team• Leadership style is too top-down, or too laissez faire• Poor horizontal coordination and communication• Poor leadership skills, management skills, and development• Poor or closed vertical communication

SO WHAT DOES THIS ALL MEAN?

Straight forwardly, it means we have a lot of work to do.• Management needs to develop solid processes and communicate with

detail and effectiveness.• The team needs to partake in highly effective communication from team

member to member.• We need to head in the same direction with the same purposes and values.• There needs to be a disciplined and systematic approach to improvement,

accountability, and structures and processes that are streamlined and purposeful and results driven.

Blue Angels Video

OUR NEW MISSION STATEMENTThe Station House Restaurant’s mission is to enrich the lives of our guests, our employees, and our owners. We do this through superior quality food and beverages, legendary customer service, Sales growth, cost controls and treating employees like family. We believe that our employees are our most important resource and our success depends upon creating and retaining a staff capable of delivering an exceptional dining experience to every customer, every time

THE OTHER HALF OF THE EQUATION: TRAINING• Training starts with proper hiring. We have to hire the right people first. People

with the Hospitality Passion.• We will strive to build a strong training team through “training the trainers” and

selecting thorough individuals who represent our service excellence culture and have the passion for seeing others exceed.

• We will set in motion our rewards program for being a trainer. It is only fair that if you give back, that you get something in return.

• We have to approach training as a team issue. “It takes a village.”• We will have a solid and detailed training program in place, so that we diligently

cover all of our bases and set the trainee up for success, and properly hold them accountable for their shortcomings.

• We will be committed to ongoing training and testing of our existing staff so that they are armed with strong knowledge of foods and wines, enabling them to provide the utmost service to our guests and to make themselves more profitable.

CONSISTENCY OF SERVICE!

Dennis Snow: “Customer Service WOWS: It is About Consistency” https://www.youtube.com/watch?v=U9DKxpREWSY

How do we create consistency? SOP’s and their role. You and your role. Management and our role. Lastly, have a look: Dennis Snow again, “Creating Magical Customer

Experiences” https://www.youtube.com/watch?v=2s74N3InhUQ

(Break for lunch)

NOW IT IS UP TO YOU……..