Visit www.restaurant.org/show for more information regarding NRA Show 2008.

1. Gaining The Competitive Edge In Guest Service! National Restaurant Association Restaurant Hotel-Motel Show May 20, 2008 – Chicago, Illinois

2. Source: http://www.restaurant.org/pdfs/research/2008forecast_factbook.pdf 5.8 133 70 558

4. CHART develops hospitality training professionals to advance industry training practices and improve operational results by providing access to education, tools and resources

5. How To Get The Most Out Of The Session? Red Card Green Card

7. Commodity prices are up! Hiring and retention are still a challenge! Gas prices at all time high! Transactions are down! Housing market slow down! Shrinking workforce! Immigration laws! Inflation! Recession! Credit Crunch!

10. Who Does It The Best?

11. Audience Participation

12. Service

13. Hospitality

15. What role does the employee play? Source: http://www.gallup.com/consulting/17575/humansigma.aspx Based on research spanning 10 million employees and 10 million customers around the globe, the HumanSigma® approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

16. What Does The Guest Think? Source: http://www.theultimatequestion.com/theultimatequestion/home.asp Source: http://www.netpromoter.com/calculate/nps.php How likely is it that you would recommend this company to a friend or colleague? % of Promoters - % of Detractors = Net Promoter Score (NPS)

17. Who Does It The Best?

18. Where Does It Start?

19. Which Comes First?

20. Who Does It The Best?

21. Who is eliminating the N.O.I.S.E.?

23. Thank you!