People

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Every Guest Experience in your restaurant is created and delivered by one person — the cast member standing at the table, behind the counter, or calling an order back to the kitchen at 7:30 on a Saturday night. That cast member’s ability and willingness to deliver a meaningful Guest Experience is not determined by their job description. It is determined by how they have been hired, trained, developed, led, and treated by the organization they are working for. The experience they deliver to your Guest is a direct reflection of the experience your organization is delivering to them. People is the fundamental that produces every outcome downstream of a human being.

People

Every Guest Experience in your restaurant is created and delivered by one person — the cast member standing at the table, behind the counter, or calling an order back to the kitchen at 7:30 on a Saturday night. That cast member's ability and willingness to deliver a meaningful Guest Experience is not determined by their job description. It is determined by how they have been hired, trained, developed, led, and treated by the organization they are working for. The experience they deliver to your Guest is a direct reflection of the experience your organization is delivering to them. People is the fundamental that produces every outcome downstream of a human being.

People

The Fundamental Preface

The Summers Principle - T$P

Perspective

Product

People

Performance

Profit

Terms

Operator's Toolkit

People