Questions and Answers
What is the vision of Applebee's?
What is Applebee's mission?
A talented, engaged team that proudly 'delights our guests' and increases profits for the benefit of all.
Applebee's core values include _ , Delight Our Guest, Community, Act with Integrity, and Achieve Results.
Our People
What does the term 'Delight Our Guest' encompass?
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What are the three key areas included in the community value?
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Which of the following is NOT one of the components of 'Act with Integrity'?
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What phrase is associated with 'Achieve Results'?
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What is Applebee's Service Promise?
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What does 'Make Friendly, Personal Connections' involve?
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To 'Solve it with BLAST' means to: Believe, Listen, Apologize, Solve, and _ .
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What does 'Solve' entail in the context of guest service?
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Study Notes
Vision and Mission
- Vision: Lead the way in the industry.
- Mission: Foster a talented, engaged team that 'delights guests' and boosts profits for all stakeholders.
Core Values
- Key principles include:
- Our People
- Delight Our Guest
- Community
- Act with Integrity
- Achieve Results
Our People
- Emphasis on training and development.
- Reward achievements to foster motivation.
- Promote work/life balance and maintain a family atmosphere.
Delight Our Guest
- Commitment to serving fresh and hot food.
- Ensure service is friendly and fast.
- Maintain a clean and safe environment.
- Focus on exceeding guest expectations.
Community
- Be an excellent neighbor by engaging with the local community.
- Involvement and giving back to enhance local ties.
Act with Integrity
- Uphold honesty, candidness, and trustworthiness.
- Foster a respectful environment.
Achieve Results
- Cultivate discipline among team members.
- Execute tasks meticulously at a high level.
- Encourage accountability for individual and team performance.
Strategic Priorities
- Aim to be the best workplace in the industry.
- Create exceptional guest experiences.
- Establish Applebee's as the neighborhood bar.
- Own the to-go service market.
- Focus on culinary pride and excellence.
Balanced Scorecard
- Key focus areas:
- Have fun at work.
- Generate revenue and profitability.
- Take pride in achievements.
Applebee's Service Promise
- Commitment to delivering a consistently great experience to every guest, every time.
Guest Interaction Principles
- Make friendly, personal connections with every guest, treating them as friends or neighbors.
- Ensure prompt service by being a best-in-class Grill and Bar artist.
- Exhibit urgency in customer service, focusing on guests' needs efficiently.
Cleanliness and Comfort
- Take ownership of the restaurant's cleanliness and atmosphere to create a sparkling environment.
Problem Resolution
- Adopt a "not on my shift" mentality to resolve guest issues swiftly and effectively.
BLAST Problem-Solving Model
- Believe: Acknowledge the guest's valid concerns.
- Listen: Truly hear and understand the guest's perspective.
- Apologize: Sincerely express regret for the situation.
- Solve: Take ownership and remedy the issue immediately.
- Thank: Show gratitude to the guest for allowing the opportunity to address the problem.
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Description
Test your knowledge with the Applebee's TSFR Roadmap flashcards. This quiz covers key concepts such as the company's vision, mission, and core values, including important aspects of team engagement and guest satisfaction. It's a great resource for anyone looking to understand Applebee's foundational principles.
