Compete to Win
Diamond Members
Scenario:
The departmental meeting is ongoing, and it was shared that there's an increase in complaints from Diamond members during breakfast. Li na, the new F&B colleague, shared that one of the most prevalent feedback is that most of the colleague do not recognise the Diamond members. The Manager responded by asking everyone how the breakfast experience of Diamond members can be improved.
Action:
Li na recalled all competitors’ practices and shared that it's really a challenge to identify a guest’s membership status just by looking at them. Li na highlighted that we could improve their experience by placing something on the table of a Diamond Member so that all staff would know and recognise the guests. She suggested that a simple ornament can be placed on the table to remind the team that the guest is a Diamond Member.
Key Learning:
• We work as a team by sharing our insights and observations to further develop the process. • Lina's action of sharing her ideas and personal suggestions from previous experiences is an act of "competing to win". • Lina's recommendation is easy to do and doesn’t need any big change nor does it require a high cost, but it can improve the breakfast experience of our loyal guests.
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