This document discusses the importance of hospitality in customer service. It defines hospitality as the warm relationship formed between guests and hosts through friendly, personalized service. The document emphasizes that hospitality is important for building customer loyalty and a positive customer experience. It provides examples of hospitality from other companies like Disney and Shake Shack. It also stresses that hiring employees with strong emotional skills is important for delivering great hospitality.

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
HospitalityService
•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
• Refill 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
• Strive 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? Give 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