Operational excellence is the commitment to maintaining the highest standards across your brand. It’s the dedication to continuously innovate processes, services and products. And it’s about creating a culture that empowers employees to consistently deliver exceptional customer service.
Below are five of the best hospitality businesses out there—not only are they well oiled machines, but they go above and beyond to create unique customer experiences.
Artisan bakery brand Gails pride themselves on their high levels of consistency. You can walk into any store, in any city, at any time and know you’ll get the same excellent experience every time. Digital checklists underpin their operations removing admin, paperwork, and consequently, any mistakes. By building the right daily habits they give team members more time to focus on customer experience.
Contemporary British Restaurant chain Bills use visibility across their sites to fine tune their operational performance. They found that one-off audits couldn’t give them the real-time visibility they needed to maintain their high standards. Switching to digital checklists let Managers and HQ know exactly what was happening across all of their branches. This helps them focus their attention where it’s needed most.
Multi award-winning New World Trading Company empowers team members at site level. They have created a culture of autonomy across seven brands and hundreds of staff. The leaders set a clear framework for their teams, provide the right tools, and then get out the way so staff could do their best work. This allowed them to make their name as one of the most unique brands in hospitality, and named in the Times Top 100 as one of the Best Places to Work, 2 years running.
High street dessert brand Creams Cafe maintain their operational excellence through good communication between head office and teams. They recently digitised their operations so they can instantly and seamlessly cascade information from head office to staff on the ground. Teams always know what to do, exactly how and when to do it. This has has enabled them to adapt fast, scale, and open new sites, even during the covid pandemic.
Pioneering brand Wagamama believe in Kaizen, the Japanese philosophy of continuous improvement. As part of their commitment to continually improve, they are always looking at how they can upgrade their processes for better results. Previously, health and safety was managed with a 90-page logbook, they saw this an opportunity to digitise for better efficiency. Now, data is stored securely on hospitality checklist app, Trail. This streamlines the working day and makes it easier for teams to get things right every time.
There's no exact formula for operational excellence, it will look different for every business. But there are some easy steps you can follow to achieve the best standard of operational excellence possible:
Throughout the day, Trail’s smart checklists tell the right person what to do at the right time, forming the right daily habits. From opening checks to cashing up Trail provides the framework for operational excellence.
Teams are empowered to do their work efficiently; managers are freed up from chasing and can focus on coaching teams to provide better customer experience.
Real-time insights and dashboards show managers which teams need help the most so you can focus your attention where it’s needed.
Continual improvement is made easy with clear communication from HQ to teams on the ground.