Service and Hospitality at Chick fil A

Summary

This Chick-fil-A hospitality video emphasizes the importance of creating a warm, personalized guest experience. It highlights the company’s commitment to exceptional service, inspired by founder Truett Cathy’s legacy. The ‘recipe for service’ includes key behaviors like making eye contact, offering a smile, and staying connected with guests. The second-mile service focuses on going beyond basic expectations, such as anticipating needs and remembering personal preferences. By blending these core practices, Chick-fil-A creates genuine, memorable experiences that make guests feel valued, ensuring every team member plays a role in delivering outstanding service.

Takeaways

• 😀 Hospitality at Chick-fil-A is about ensuring guests feel cared for through genuine actions like eye contact, warm smiles, and going above and beyond.
• 😀 The core of Chick-fil-A's hospitality is based on a family history that emphasizes service and personal care, originating from the founder's grandfather.
• 😀 'My pleasure' at Chick-fil-A is more than a phrase—it's a genuine expression of care rooted in the family’s hospitality values.
• 😀 Second Mile Service, inspired by the biblical principle of Matthew 5:41, is about going beyond expectations to serve guests in a meaningful way.
• 😀 Chick-fil-A has a clear 'recipe for service,' which includes creating eye contact, sharing a smile, speaking enthusiastically, and staying connected with guests.
• 😀 The recipe for service also includes three second-mile behaviors: delivering meals to high-need guests, performing table touches, and carrying large orders to cars.
• 😀 Second Mile Service is about being proactive, genuine, and personal, like anticipating guest needs, making eye contact, and remembering their preferences.
• 😀 Hospitality at Chick-fil-A is personal and tailored, empowering team members to treat guests with the warmth and care they would want for themselves.
• 😀 Guest testimonials showcase how Chick-fil-A’s hospitality has positively impacted their lives, such as going above and beyond during difficult moments.
• 😀 Effective service at Chick-fil-A relies on clear processes and specific roles within the team, including hosts, cashiers, expediters, and servers, each ensuring a seamless experience.
• 😀 Consistent execution of hospitality is key to Chick-fil-A’s success, with each team member playing an important role in ensuring guests feel honored and respected.

Q & A

What is the definition of hospitality at Chick-fil-A?

Hospitality at Chick-fil-A means ensuring that guests feel genuinely cared for. It involves making eye contact, offering a warm smile, giving a genuine greeting, and going above and beyond to care for guests.

How did the concept of hospitality begin at Chick-fil-A?

The concept of hospitality at Chick-fil-A started with the founder's grandfather, who learned hospitality as a child by serving guests in his home. Later, he applied this approach when serving guests at his restaurant.

What does 'going the Second Mile' mean in the context of Chick-fil-A's hospitality?

'Going the Second Mile' refers to the biblical principle from Matthew 5:41, which encourages people to go beyond what is expected. At Chick-fil-A, this means providing exceptional service that exceeds customer expectations, offering a personal touch.

What are the Core 4 service behaviors at Chick-fil-A?

The Core 4 service behaviors at Chick-fil-A are creating eye contact, sharing a smile, speaking enthusiastically, and staying connected to make the experience personal for the guest.

What are the three required second-mile service behaviors at Chick-fil-A?

The three required second-mile service behaviors are delivering meals to high-need guests, performing table touches, and carrying large orders to guests' cars.

How does Chick-fil-A empower team members to provide second-mile service?

Chick-fil-A empowers team members to obey their warmhearted impulses to treat others the way they would want to be treated. This includes being proactive, genuinely listening, and making personal connections with guests.

Can you provide examples of second-mile service from Chick-fil-A customers?

One guest was blown away when a team member escorted her with an umbrella to her car in the rain. Another guest, a single mother, expressed how Chick-fil-A's staff always goes above and beyond, offering extra help and making a positive impact on her tough days.

What is the significance of remembering a guest's name at Chick-fil-A?

Remembering a guest's name is a powerful way to create a personal connection. It shows that the team member values the guest, making their experience more memorable and heartfelt.

What are the four key team member roles in executing effective service in a Chick-fil-A restaurant?

The four key team member roles in Chick-fil-A restaurants are: 1) Hosts/Hostesses, who focus on second-mile service; 2) Cashiers, who champion the Core 4 and give clear directions; 3) Expediters, who ensure order accuracy; and 4) Servers, who deliver meals and ensure guests have everything they need.

Why is the consistent execution of hospitality so important at Chick-fil-A?

Consistent execution of hospitality is crucial because it ensures that every guest receives a caring, personalized experience. Having a clear service process and the right team in place guarantees that both the recipe for service and second-mile service happen every day.