1. OUR NEW VISION
WHERE WE ARE HEADING FOR 2016

2. 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)

3. 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!

4. GUEST CENTERED CULTURE: WHAT DOES IT MEAN?
 Ken Blanchard
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 M
Ken Blanchard
American Author
Kenneth 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.

5. 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.

6. 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

7. TEAM WORK SOUNDS EASY RIGHT?
WRONG!!!!

8. THE PROBLEMS IN TEAMWORK
The 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.

9. 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

10. 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

11. OUR NEW MISSION STATEMENT
The 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

12. 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.

13. 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

14. (Break for lunch)
NOW IT IS UP TO YOU……..