Benbria Flash Talk — Restaurant Leadership Conference 2016

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  • Game%On!Using&Real!Time%Customer%Insights%to#Improve#Employee#Performance#

    and$Overall$Service$Quality.

    Presented(by(James(GeneauHead%of%Marketing,%Benbria

    4"April,"2016

  • Finally,(Be(Socialand(Have(Fun!

    GOOD$AFTERNOON!James&Geneau,&Head&of&Marketing

    jgeneau@benbria.com

    @jamesgeneau@benbria

  • Millennials(matter'because'they%are%not%only%different%from%those%that%have%gone%before,they%are$also$more$numerous$than$any$since$the$soon!to!retire%Baby%Boomer&generation.

  • TodayMillennialsin#the#Workplace

  • TodayBy#2020Globally.

  • They%think%&%work%differently.

    52%

    Value&opportunities*for$career$progression.

  • They%think%&%work%differently.

    59%

    An#employers#provision(of#state!of!the$art$technology$was$important)to#them.

  • They%think%&%work%differently.

    65%

    The$opportunity$for$personal$development.

  • What&motivates&me?&Recognition& for&my#hard#work#and being&able&to&really&see&the&difference&my&work&makes&to others.)

    ! Female&graduate,)age)23,)UK

  • Millennials(want(and(value(frequent(feedback.)

    Unlike'in'the'past%where%peoplereceived'annual%reviews,%millennials%want%to%know%how%theyre%doing%much%more%regularly.%

    Want%honest'feedback'in'real'time'and$highlight$positive$contributions$or$improvements+on+key+competencies.

  • How$can$technology$facilitate$or#better#yet#automate,#all#of#the#demands#of#the#new#millenial'employee?

  • noun

    The$application)of)typical)elements)of)game)playing)(e.g.,&point&scoring,&competition&with&others,&rules&of&play)&to&other&areas&of&activity,&typically&as&an&online&marketing*technique*to*encourage*engagement*with*a"product(or(service.(

    gamification+is#exciting#because#it#promises#to#make#the$hard$stuff$in$life$fun

  • Our$engineers$got$to$work

    to$bring$gamification to#the$restaurant$workplace.

  • Engaging&&&Fun&for&the&Guest&andthe$Employee

    Measure'Items'of'Importance'to'the'Customer)and)Business)in)Real!Time

    Provide(Opportunities(to(Reward(Positive(Behaviors(Instantly

    Focus&on&Continuous&Improvement

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  • Introduced*to*the*market'2'years'ago.

    Is#a#real!time%3%second%tool$for$guests$to$provide(opinion.

    Measures'core'QSC'business'metrics'in'hospitality.+

  • Bright,(animated(screen(like(a(game.

  • Three%questions)using)a)touch!screen.

  • Designed(to(be(fun,(quick,(and(interactive.

  • Scoreboard)updates)in)real!time.

  • Teams&see&how$they$rank$v.$other$locations.

  • Get$real!time%feedback%on%their%work.

  • Can$show$trends$or$problems$over$time.

  • Shows&performance&by&day&and&time.

  • Identifies)training)opportunities) in)real!time.

  • More%guests%engaged%and%provided%feedback( up#to#15%#of#guests!

    Employees)viewed)the)scoreboard)as)a"real!time%validation(of(their(work!

    Game%experience%spread%from%the%local%shift%team,%to%the%store!level,%to%the$region,$and$to$corporate.

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  • Service'quality'scores'linked'to'real!time%customer%feedback%becamesomething*each*and*every*employee'viewed'as'their'own'tool'for$personal$$development.

  • It#becomes#less#about#flipping#burgers'or'completing'orders

    and%more%about%perfecting*their&craft& to#improve#score.

  • They%received%instant%coaching%on#how#their#own#behavior#

    could'move'the'needle'and'make%them%outperform.

  • They%received%real!time%recognition)for)their)hard)work)

    all$based$on$their$keyboss,"the"customer.

  • Essentially,+gamification*helps*improve(service(quality,(enhance(business'operations'and makes&you$an$employer$of$choice$for$millenials.

  • Finally,(Be(Socialand(Have(Fun!

    THANK&YOU!

    Come%see%us%at%Booth%#908!

    @benbria

    www.benbria.com